Consumer complaint received 2017-11-28
Company: Conn's, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Overcharged for something you did purchase with the card

Complaint:
Hello, I am contacting you as a last ditch effort from a consumer who has been given the run around, stressed, lied to, harassed, intimidated and overcharged by Conns. 
On XX/XX/XXXX I went to Conns to purchase a XXXX washer/dryer pair using Conns credit. Total cost for the appliances, warranty, insurance ( which I was told was required ) delivery, and tax was a little over {$2000.00}. Overall I was happy with the purchase and had no issues with the appliances nor Conns service. 
On XX/XX/XXXX I decided to go back to Conns to purchase a mattress set for my daughter. This is where the problems began. 
My total cost of the mattress, delivery, insurance ( that again I was told was required ) and tax came out to {$800.00}. 
My bill for the washer set was due on XX/XX/XXXX, however the salesman told me that since I was making the new purchase so close to the due date, this will push out the XX/XX/XXXX payment of {$60.00} ( estimate ) and the next bill will not be due now until XX/XX/XXXX and will include both purchases totaling {$99.00} ( estimate ). I was also told that I can have the insurance cost removed by submitting a copy of my own personal renters insurance, and the same thing applied with the washer purchase and I should have been made aware of this. 
Less than a week after making the last purchase I started to get emails that my payment date was approaching. On XX/XX/XXXX, the harassment started. I started to get calls multiple times just that day, emails, and text messages that my payment was late. I contacted Conns to see what was going on, the said to disregard because it takes 2 weeks to merge accounts and they just were not merged yet.

The harassment continued. I waited 2 weeks, called again and was told they knew nothing about a merged account and that I made 3 purchases in total for a grand total of about {$5000.00}! 
I escalated this call, was told they will correct it and it will be corrected within a week. As of today, 3 months later, nothing has been corrected. I have spoken to countless reps, supervisors, managers. There have been over 50 conversations between Conns and myself with ZERO resolution. I have been promised several times this was going to be resolved within 72 business hours with no resolution. I was even told at one point that there is no actual billing dept, and that customer service handles calls regarding billing issues, yet 2 days prior was told my info was sent to billing for a call back because they dont take calls. 
I am receiving over 10 calls a day from Conns regarding my late account, yet based on the payments Ive made towards the acct that has both purchases on it, I am current. In XX/XX/XXXX, we were affected by Hurricane Harvey. I contacted Conns and asked if they were doing anything in regards to the  accounts in the regions affected my the hurricane. They said they can take a payment of {$30.00}, and this will cover the XX/XX/XXXX payment, no late fees will be assessed and I will not be due the regular payment of {$99.00} until XX/XX/XXXX. I accepted and paid the {$30.00}. I made my XX/XX/XXXX payment of {$99.00} on time. I made my XX/XX/XXXX payment of {$99.00} on time. Each time I call, I am told that I never made a payment for XX/XX/XXXX. I explain that there have been no missing payments, the reps ALWAYS catch an attitude with me, insinuate that I am lying, then after quite a bit of back and forth, they eventually later see the XXXX payment was applied to the old account. I am receiving mail weekly, emails daily, texts daily. The harassment has not stopped. 
I have been told that payments that I have made, were never posted to the acct, yet after further digging, they always happen to find them! 
Typically an interaction with Conns starts out with several ( usually at least 4-5 ) calls that I ignore in a single day. Then a text message and email follow shortly after alerting me that my payment is past due and will incur late charges. I then call the number back on the text, am answered by a Collections agent, who replies Thanks for calling me back XXXX. This is an attempt to collect a debt. Your account is overdue by {$190.00}, how will you pay that today? I respond that I will not be making a payment because my account is current. They then ask me to verify the account, which I would think should have been done before releasing any account balance info, by providing my social security number and DOB. After explanation, they transfer me to customer service. I then go through the whole issue again with the next rep, who usually argues with me about lying that I have made a payment. Once they find the payment, they never apologize, just say they see the confusion and will escalate the issue and everything will be resolved within 72 hours. The next day, the calls and emails and texts start to arrive again, and I call in and the whole cycle starts all over. This has been happening for over 90 days. 
I have been told that due to being a hurricane victim, I was not supposed to be asked to pay {$30.00} in XX/XX/XXXX. I have been told that there are late fees being added to the account due to the missing XX/XX/XXXX payment. I pulled my credit report last week and see that Conns has fraudulently reported 30+ day late payments to the bureaus. I also incorrectly have 2 open Conns accounts on my credit report. My credit score has been impacted due to their carelessness.

Company response to consumer: Closed with non-monetary relief