Consumer complaint received 2021-06-24
Company: Conn's, Inc.
State: OK
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
Conn 's XXXX XXXX has reported to the credit bureau that I was late on payments. XXXX  credit report shows 3 late payments and XXXX shows 2. I contacted Conns on XX/XX/XXXX I called the number listed on the credit report, XXXX, they said they were going to do an internal credit dispute and would call me back on that Friday. Instead of a phone call I received a letter saying everything was accurate. The letter was dated XX/XX/XXXX. After receiving the letter I called the number listed on the letter, XXXX. I spoke with Chance in customer service ID # XXXX. 


Chance told me that if I had a discrepancy that they could look into it. I said that is why I am calling. Im calling back in response to the letter Conns sent in regards to the credit bureaus dispute. Chance had no clue as to what was going on. I asked to speak to someone who could help me and he said that was him. That if something is not right with the credit bureau then I need to send them a copy of my credit report. I asked why. His response was to compare to their records. I stated again that their records and my credit report say the same thing and I am trying to tell Conns it is not right. Chance then stated that I could send both reports in and they would fix it. I asked how he was going to fix it. He stated that they would adjust the credit reports to match their records, which includes changing the credit report that shows 2 late payments to 3. if that is what my account shows. Again I stressed to him that my payments were deferred. He said it shows that the last call in was on XX/XX/XXXX and they do not do more than a one month deferment. So the records are correct. I stated that is not what I was told on XX/XX/XXXX. That my account shows that I had been current then I got a 6 month deferment then paid it off. Then he stated that I was late for XXXX payment. When I called in on XX/XX/XXXX XXXX had not been paid and my due date is on the XXXX of each month and I was granted a deferment for XXXX and XXXX. I asked how could you defer 2 months at the same time when you said that you can only defer one month at a time. His response was something to do with it having already been billed. I was getting no where with Chance. I continue to ask to speak to someone else. He said that he could email the loan services team or I could email them but they do not have a number to be reached at. 

I called back on XX/XX/XXXX. I got to thinking of the reason we even deferred our payments were because of COVID and a loss of income. I did some research and found that under the Cares Act the Fair Credit Reporting that states : Under Section 4021 of the CARES Act, the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 et. seq., is amended to impose new reporting requirements on institutions that furnish credit information to credit reporting agencies. Section 4021 provides that an institution that makes an accommodation with respect to one or more payments on a credit obligation or account that is subject to deferrals or forbearance agreements because of the COVID-19 pandemicand the consumer makes the payments or is not required to make one or more payments pursuant to the accommodationmust report such obligation or account as current or as the status reported prior to the accommodation. That is, accounts that were current before accommodations would remain current during the relief period, irrespective of any accommodations, while delinquent accounts before accommodations would remain delinquent, unless brought current by the consumer. 
I made Conns aware of what I found and still no help. Telling me I was late after the deferment. 

On XX/XX/XXXX, I called both numbers I had called previously trying to get a hold of the loan service team or someone who could help me. One person transferred me to the billing department in which he said he could not help me because my account had been paid off. One lady in a department said that I had got 3 months deferred, XXXX, XXXX and XXXX. ( This goes against what Chance said ). Then I got transferred to XXXX in customer service, ID # XXXX. After a long conversation with XXXX. He tells me that my due date is on the XXXX of each month and I got a 3 month deferment for XXXX, XXXX and XXXXI stated again that we were told 6 months. Why would we have no 30 day late payments, then ask for a deferment, not pay 2 to 3 months according to their records, then pay it off on the 6 month. XXXX response was their records are correct and they can not help me and I would need to dispute with other agenicies. 

I contacted the state department of consumer credit. He researched it and got a response from Conns. He said that he could not help me due to it regarding my credit report and referred me to CFPB. 

In the letter and payment history they sent to department of consumer credit I am perplexed by some of their responses and records. In the letter they state : 1. As a reminder, Mr. XXXX may contact Conns regarding questions about the purchase by calling our Customer Service Helpdesk XXXX XXXX, or on-line at www.conns.com. 

Our investigation reveals that : 1. Mr. XXXX account was current until XX/XX/XXXX ; However the account is not due till the XXXX. They even stated that see below statement. 

On XX/XX/XXXX Mr. XXXX requested that the due date be changed to the XXXX of each month. Conns processed that request. 

2. On XX/XX/XXXX I called in and requested a deferment for the account that was only 7 days past due. They granted and said that it was till XX/XX/XXXX. I know I was told it was a 6 month deferment but lets just roll with XX/XX/XXXX. My next payment would be due on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. However, I paid the account off in full on XX/XX/XXXX. So I would technically only be late on XXXX payments. XXXX shows 3 late payments and XXXX  shows 2. Sadly there should not be any. According to the Cares Act if a business negotiates an agreement and their account is currently reported in good standing then the account has to continue to be reported in good standing. 

3.On the payment history page under current loan information on the far right it shows the following : Number of Deferrals : 1 Last Deferral Effective Date : XX/XX/XXXX At the top of the page it shows request date of XX/XX/XXXX at XXXX. I dont see how they are saying their information is factual when the documentation they provide does not match to what they said or to other documentation. 

Since XXXX I have had 5 accounts with Conns. The other 4 accounts have all show good pay history on credit report. Total amount of business I have given them is over {$17000.00} and they are not willing to help.

Company response to consumer: Closed with explanation