Consumer complaint received 2022-11-08
Company: Continental Finance Company, LLC
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
I have a XXXX XXXX managed by Continental Finance Company through the XXXX XXXX XXXX that I applied for through XXXX XXXX. I applied and was approved for a credit line of {$750.00}. When I first applied for the account I was told that if my account remained in good standing for a period of 6 months that I would be eligible for a double credit line increase, when my 6 months occurred and I applied for the increase my increase was declined and I was told that I could reapply every 30 days which was wrong. So every month I applied and was continually declined. After almost a year time frame I inquired as to why, and it was later discovered that because of fraud on the account and declined transaction that occurred during fraud periods my request was being denied. This was not my fault and due to no fault of my own and I had kept the account in good standing and made payments on time and kept my end of the agreement. The bank has not, I spoke to a supervisor and she confirmed information was true and they overrode the denial and gave me a credit limit increase of XXXX not double like the initial offer I was told or shown online. When I complain I was given the brush off and nothing ever was done about that. I am almost 18 months into having this credit card and the terms says if you keep account in good standing every 6 months there is an increase because the card is for building credit. I am due for my 3rd increase as almost have the account 18 months and I have not even received two increases and never been late on payments and kept account in good standing other than fraud on my account. I was due again for the second increase on XX/XX/XXXX because last increase was XX/XX/XXXX and it had been 6 months. Again!!! I was denied because of a declined transaction when fraudulent activity occurred this is not fault of mine, my account has remained current and paid on time and I have held up my terms, but the bank has not. I called in and spoke to a supervisor and she advised she would send for manual review like before and would follow up in 72 hours, and of course no follow up call. I call and speak with another supervisor who advises that yes they confirmed limit increase was denied because of declined transaction during period of fraudulent activity and was due to a charge being declined at XXXX when fraud was occurring, again not my fault!! She states that the manager I spoke with would be confirming and following up at beginning of week, again no follow up. I calll again XXXX and speak with someone and they say same thing and someone would follow up. I call again and am told the request was declined again and decision was made on XX/XX/XXXX, why? It is not my fault fraud occurred and Im upholding my end of the terms of the card but the bank is not! You keep denying credit line increases because of things not within my control. I should have 3 credit limit increases by now according to your terms of the card and I have received one and it wasnt even double like I was told when I applied for the card! This is unfair and they are not upholding the terms and conditions of their own card

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