Consumer complaint received 2020-11-05
Company: Conn's, Inc.
State: NM
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with additional add-on products or services

Complaint:
I was approved for credit through Conns XXXX XXXX with a XXXX mo no interest loan. purchase was made XX/XX/XXXX and was delivered XX/XX/XXXX ( TV and refrigerator ). At the time we were approved online, we then went to the store located at XXXX XXXX XXXX XXXX XXXX, NM. Due to covid, and what we knew we were getting as we called ahead of time, my wife and I remained outside while a salesman had brought his paperwork outside. He asked us if we wanted a warranty in which we did want a 3 year warranty on the TV. We told him no warranty on refrigerator and NOTHING else besides the TV, the tv warranty, the refrigerator and that was it. We knew we had been offered XXXX mo no interest. So approx, in XX/XX/XXXX I started questioning why I was getting NO monthly statement ( I continued to make monthly payments above what I knew the minimum payment was ). But I was receiving NO statements and this was concerning, so I had my wife, XXXX XXXX call and they told her the reason why there was no monthly statements was because she was making our payment through our credit union bill pay. In XXXX, my wife called to get the pay off and it wasn't the exact amount it should be and started questioning things. She asked again why we weren't getting a statement and was told that NOBODY gets a monthly statement. They also then admitted that I was being charged {$450.00} for property insurance, which I didn't ask for NOR did they offer to me. We found out it was indeed in the small print on agreement when I signed in XX/XX/XXXX. This is very deceptive and my wife was told that as of 2 weeks ago they had charged over {$67.00} for that protection and as of today it was over {$90.00}, despite on XX/XX/XXXX, she had our home owners policy agent fax a copy and same day, my wife emailed that proof to Conns and since that dad again they had charged me over {$15.00} more. Again, If I was given a monthly statement I would have been able to see what they were charging erroneously and could have dealt with this immediately! Yesterday, XX/XX/XXXX, my wife called again to get the pay off again, and ask for a monthly statement, this time she was told that she could set up online with Conns to see my statements. Today, XX/XX/XXXX, she did just that, she set up my Conns account and yet there was no financial information to be seen. She then called Conns XXXX XXXX ( XXXX ), the same number she has been different answers, and they told her today that there is no statement she can see online or get by mail or email. She told them she believed this was illegal and said she demanded to see my account activity, so the woman on the phone offered her a one time email to see my balance. I am furious that they have charged me nearly {$100.00} in property insurance, when I have property insurance and would not have elected to have this added to my bill ( attempting for me to pay {$450.00} total ). I am furious that Conns XXXX XXXX being in several states, doesn't give their customers a monthly statement, HOW IS THIS LEGAL??? XXXX XXXX XXXX

Company response to consumer: Closed with explanation