Consumer complaint received 2021-07-29
Company: Continental Finance Company, LLC
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I overpaid contenental finance twice for two reasons and they won't send me a check without making it such a hassle that I give up. 

On or around XX/XX/2021 I submitted a payment to them for XXXX from my XXXX  XXXX XXXX account. The next day I received a call from a gal at XXXX Mastercard ( contenental finance ) that claimed I needed to make a payment, that none had been received. I told her I had paid it the day before and she said it wasn't showing. 

So, I logged into their site and there was no pending payment showing. So I added a new bank account from XXXX XXXXXXXX XXXX XXXX XXXX and paid a new amount, assuming the lady that called me had been correct and somehow my payment was rejected. So I paid XXXX from that account. I logged out of their site and decided to log back in in an hour to check that the payment didn't vanish like the one from XXXX  XXXX XXXX did. When I logged back in to check the second payment ( from XXXX XXXXXXXX XXXX XXXX XXXX  ) was still there, it wasn't. There was nothing listed in pending payments at all. 

So I made a third payment, all the while assuming these payments were being rejected for some reason. This third payment was also from XXXX XXXXXXXX XXXX XXXX XXXX for XXXX. 

Fast forward about five days, I noticed all three payments had been processed and that XXXX Mastercard now owed me XXXX. This is also reflected on my statement from them. 

So I called their number, waited on hold for about fifteen minutes to get my call answered. After I explained all this to the lady at XXXX  mastercard/Contenental she said she'd have to put me on hold while she talked to her " manager ''. It sounded like she was actually at home, but I'm not sure. 

After holding about ten minutes she came back and said they " needed to verify my account ownership at XXXX  XXXX XXXX and XXXX XXXXXXXX XXXX XXXX XXXX '' and do a three party call to do so before they could issue me a refund of the XXXX. I agreed to do this. She called XXXX  XXXX XXXX, the normal number, did not have any special number, just the regular hotline that usually makes you wait 45 minutes to an hour and a half before they answer. After about 20 minutes of holding the call failed. 

I would like XXXX Mastercard to refund my money immediately without having to go through these unnecessary steps that are designed to make people give up so they can keep your money and collect interest on it. I'm not stupid. 

If Continental Finance was concerned about fraud or " account ownership '', then they would have rejected the payments outright. They did not. They took the payments and now are refusing, by way of making it too difficult, to issue me a refund.

I'd be more than happy to email Continental Finance a copy of my drivers license and account statements from XXXX  XXXX XXXX and XXXX XXXX XXXX XXXX XXXX  for them to determine " account ownership '' if that's what they want. But to make somebody go through a maze of phone calls that take three hours to accomplish is completely unreasonable.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation