Consumer complaint received 2021-04-10
Company: Conn's, Inc.
State: NV
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Hello, I purchased a washer and dryer from conns home appliances in early 2021. The dryer had problems from day 1 with the door opening and barely drying clothes. We checked the exhaust vent but that was not the issue. When we went back to the store and told them we wanted a replacement for our faulty dryer, they told us the only option was to send out a repair technician and have them look at it. We refused and said we wanted a new one, but they told us the only way to do that was to return them, paying a 15 % restocking fee and buy new ones. As a result of this outcome I decided I was not going to do business with conns and elected to return them and buy a washer/dryer elsewhere. Unfortunately this was only the beginning of my nightmare. 

I moved forward with the return and had conns pick everything up from my house. We went to the store here in XXXX and spoke with the manager, who gave us a strong attitude about the fact we were returning these appliances. Regardless, we moved forward and paid the restocking fee. He also notified us we had to pay for the hoses as they could not take them back. We accepted and paid a return fee. 

Months later I started suddenly getting harassing phone calls from conns picking up the phone and directly getting to the point telling us we owe a balance of over {$1000.00} and asked me how Id like to pay. I refused and opened a case with conns where they told me it would be investigated. No one ever called me about the case, but they had no problem continuing to call me about a fictitious balance. Months continued to go by with no resolution to this case. We have several phone calls recorded where conns employees admit that in our account notes our account should be closed long ago. 

Skip ahead months later and Im now being harassed by collection agencies saying we owe over {$1400.00} to conns. I started a 3 way call with both of these companies which I have on record and will display as evidence as needed. The conns employee admitted once again that this account was supposed to be closed and the offline team will need to take a look. Again, we have this on recording too. 

I never got the phone call from the offline team, but I finally harassed them on their web chat for someone to look into my account further. They were very rude to me however I finally got them to admit that my account is supposedly not closed because of these 2 XXXX hoses that we were told could not be returned and were being paid for as part of the return. This is absolutely ridiculous as these were {$20.00} hoses and they should have been clear that this was the issue from day 1. The balance has been over {$1000.00} and increasing as they continue to charge me late fees. This company must be stopped, as they are thieves and conn artists ruining my credit and my ability to get a house for my family. If this continues much longer I will be seeking legal action for damages to my credit and well being.

Company response to consumer: Closed with explanation