Consumer complaint received 2021-04-26
Company: Atlanticus Services Corporation
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
On XX/XX/XXXX XXXX had a rep come to my home to sell me a security package. I had another system through XXXX that had no contractual agreements. I was very clear with the rep that I did not want to be tied to any contract to keep their services. I would also like to be clear this entire exchange happened with me, my fiancee, and my adult nephew - and we all remember it the same way without trying to line up stories. The sales rep advised that I could cancel and I could apply for credit to pay for the equipment. He stated that if I canceled there would be no fees and the equipment would be financed through a bank. I chatted with them on Saturday XXXX XX/XX/XXXX XXXX only to find out that I am in a contract for 5 years. However, the rep stated the contract was only to lock in my rate. I called this morning to proceed with canceling, I told them I understand I am obligated to make my monthly payments for credit. However, I did want not their service. 

They advised me that I WAS in contract to keep their service for 5 years, there IS a canceling buyout of the contract, AND in order to even start that process I would need to pay for the equipment upfront through Fortiva - which is it's own separate entity. I told them that that doesn't make sense, I was willing to pay the monthly payments to Fortiva but that had nothing to do with XXXX and that I was never supposed to be in a contract. 

After 50 minutes the customer service rep was advised by his supervisor that despite the fact that I was lied to - there was nothing that could be done. The supervisor stated that the best they could is defer the XXXX contract for 6 months but I am stuck in the contract and making payments for the credit card alone is not an option unless I keep XXXX as my security system. I continued to question what my credit account with a separate bank - that has paid them for the equipment already - has anything to do with XXXX as a security company. I also advised them that they were extremely misleading and lied to me to get my business and that goes against federal guidelines. They didn't care nor could they provide an answer as to what my credit account has to do with them but I needed to prove it's paid off to cancel with them. - again I never said I wouldn't pay but that I preferred to pay my monthly payments with Fortiva as I have always done. 

I would NOT have agreed to this contract if I the sales rep had been honest. I was VERY clear that I did NOT want a contract. I was very clear that I did NOT want any obligation to stay with the company. He literally said XXXXthis is financing through them so they pay us so you don't have to be in a contract with us '. Only for me to find out that is a COMPLETE lie and I am obligated to not only stick with them but there is some weird rule that I have to completely pay off my credit account to cancel their service. What is the point of financing over time if me walking away from the XXXX means I have to come out of pocket all the way to do so. I was told that making monthly credit payments but canceling XXXX is not an option. I am baffled, upset, and completely dumbfounded. 

I was lied to and the concept that my separate credit account has something to do with XXXX doesn't even make sense.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation