Consumer complaint received 2019-09-14
Company: Conn's, Inc.
State: CO
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
XX/XX/2018 I purchased a refrigerator from Conn 's Appliances throught a retail installment agreement/contract.

We signed a contract with the following information : Refrigerator, 2 year service agreement, tax, property insurance.. We were told if we changed our mind about the insurance or service contract we just needed to cancel and it would be removed.

The refrigerator was delivered while I was at work, My husband never really looked at the refrigerator and there was damage, a dent on the front, the doors were off and there was a hole / slash in the inside of the refrigerator. I went to the store the next day to speak with a manager, none was available, I spoke with an assistant manger and explained the damages. He said if I wanted the refrigerator returned, I would need to pay a 20 % restocking fee as well as delivery charges, which I thought was outrageous and refused. I asked they take it back and provide a new one that was not damaged. They refused, so I was stuck with a damaged refrigerator, I called the service plan and they said the amages were not covered because they were considered " cosmetic '' not mechanical. So I am stuck with a refrigerator damaged, no way to return it without paying them over XXXX to take it back and a useless warranty. So I went to the store and said I wanted to remove the service agreement, and property insurance. 
I asked for a revised contract showing the service plan and property insurance charges removed and the new finance charges based on these amounts being removed from the contract. I was told a new contract is not issued, but they removed those charges. I explained that doesn't seem correct because I am still paying finance charges based on a larger amount of money and it should be corrected and changed in a new contract to show the correct charges and finance charges. I was told it doesn't work that way. They assured me the charges for the items I cancelled were removed. 6 months later when I asked what the balance was on the account I was told XXXX. I almost lost it. I asked how could the account balance be XXXX when that wasn't even the original balance and I have made over XXXX in payments. I thought the balances was closer to XXXX. .This is where all the problems and issues began with charges. I have been trying for over 6 months to get the balance corrected, the finance charges explained and an explanation of the exact charges on my contract. I still have not received answers, in fact I have called several times, I have emailed over 30 times and sent letters and keep receiving a copy of the " original contract '' prior to service plan and property insurance being removed. They keep telling me there are no adjustments required to the original contract no matter what items I removed, that the finance charges are based on the original amount financed of XXXX ( finance charge of XXXX ). the finance charges are incorrect and should have been adjusted when the amount of the contract changed after removing items. The new amount that was supposed to be financed after adjustments and my down payment should have been XXXX not XXXX which is a significant differance and the finance charges should have been reduced based on that new amount. So the finance charges should have been a lot lower based on the new amount financed. Considering that, I still can not get answers why the balance is still so high after adjustents, payments and reduced finance amount. I believe I should have been provided a new contract showing the new charges without the service plan, without the property insurance and new finance charges. They continue to tell me they won't provide an adjusted contract or new contract, so I stopped paying until I can get answers to my questions and a revised contract. I even asked them to come get the refrigerator then. they refused and refused to provide answers. I want to know what my rights are and how to get this resolved. As the balance is significantly incorrect and I can't get any answers, help or resolution. As a side note I was also told by one agent I spoke to that they charged me incorrect taxes as well and the tax amount should have been reduced by XXXX as well.

Company response to consumer: Closed with non-monetary relief