Consumer complaint received 2018-02-17
Company: Conn's, Inc.
State: SC
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:
On XX/XX/XXXX I called XXXX XXXX for a payoff at Ph # XXXX. I was given a payoff amount of XXXX by one of their agent in customer service. On Monday XX/XX/XXXX I went into XXXX XXXX and consolidated some debt and one of the debts was Conn`s credit. I mailed that payment on the same day that I consolidatedXX/XX/XXXXand on that same date I received a texted message reminder at XXXXXXXX XXXX reminding me of my payment due date. My payment was due on XXXX XXXX. 
On XX/XX/XXXX at the same time as the previous text XXXXXXXX XXXX I received another text that my payment is due today. I called and spoke to I believe his name was XXXX and advised that I had mailed a payoff that I`d received on the XXXX but he said he did not show that it was received. I called back again at one point and spoke to person identified himself as XXXX on are about XX/XX/XXXX to see if payoff had been received and was told there was a check pending. I asked why was it pending and that it`s a live check from my lending institution made out to Conn`s and myself and I signed it before I mailed it. I called again and was told that no payment was received but saw a promise to pay in the system. I advised that a promise to pay setup was never discussed because they should have my payoff. On XXXX XXXX XXXX XXXX I received a text stating Your Conns pmt of XXXX is scheduled for XX/XX/. I never sent a check in that amount. I called again and asked why my pmt had not already been applied to my account. The call went dead. I call again to see if my account was paid off but the automation stated that I had a XXXX. 
On XX/XX/XXXX I called and was given another customer area and I spoke with XXXX. She advised that she saw where I`d gotten a payoff and my previous calls and I was told it was due to additional interest that had been added and she would send it to their small balance resolution dept and it may take 3 days or by Wednesday. During the week I called automation and the XXXX balance was still there. On the XXXX I called a different # XXXX that was given to me by XXXX who said it was for a different customer service dept and spoke with a person who identified herself as XXXX and no resove was given that my request was denied. I asked to speak to a manager and was put on hold for over 12 minutes. A lady identified herself as the manager named XXXX came on the line. I advised that I needed the XXXX resolved and to go away because I mailed my payoff in plenty time. She said it was a 10 day payoff that the agent quoted but it didn`t post until the XXXX. She gave me a ref # XXXX and asked that I get a copy of the cancelled check and that I fax it in to the # she provided. On the XXXX I received front and back copies of the cancelled check from my financial institution who cut the check and faxed to the # provided by XXXX. In the memo on the check it plainly states payoff. On the XXXX in the early XXXX I called and spoke with XXXX who said she see where documents were received. I asked to speak to someone in the resolutions dept and was told that I could not speak with that dept. I insisted to speak with someone who could contact that dept because this need to be resolved now. I was put on hold for approx. 15 minutes and a lady identified herself as XXXX from esculation dept came online and said it was my choice that I choose to mail my payment and conns cant control the mail and I should have taken it into the store. She was totally unprofessional. I called corp # and spoke with corp receptionist XXXX and briefly explained what has transpired and she promised I would get a call back thst day. Needless to say I didn`t get a call back. Today I called the corp # again but got a different lady who said she was filling in for XXXX and would give her message that I called and that woyld be about 30 minutes. Needless to say I did not get any call back. 
I feel that conns dropped the ball with posting my payoff check on time because as stated above an agent saw that a check was pending in the system. I feel I do not owe conns XXXX XXXX because I paid what was quoted and they accepted it and cashed my payoff check stating plainly payoff. I`ve had several accounts with 10k plus in purchases and have not missed a pmt with conns. Since my last contact they have added other charges.

Company response to consumer: Closed with explanation