Consumer complaint received 2020-02-05
Company: Conn's, Inc.
State: LA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
In XX/XX/XXXX, I purchased a motorized recliner and love seat from Conn 's Home Plus. I was told that they had to add their insurance until I showed my insurance declaration where the furniture would be since it would be covered under the homeowner policy. Within a week of the purchase, this was furnished to the store. In XX/XX/XXXX, the first payment was due in the amount of {$130.00} which I paid as I figured home office didn't receive the paperwork yet. In XX/XX/XXXX, I noticed that I was being charged again for the {$130.00} which it should had dropped down to {$120.00} with the insurance being taken off. I contacted the company to get it fixed ; however, they didn't do anything about it. I filed a complaint with the XXXX  XXXX   XXXX  in order to get it taken care of which they did finally. In XX/XX/XXXX, I made my payment of {$120.00} with no problem. On XX/XX/XXXX, I went online to make my payment, and found that my account was closed. I called my partner to find out if they paid it off ; however, they stated they didn't do anything. On XX/XX/XXXX, I received a text stating that my account " is in the First Payment Default Department and requires my attention. '' I called the number to which I spoke with someone in Collections, and explained the situation. He transferred me over to Customer Service as he was just as confused as I was. I spoke with Customer Service to which she said it would be taken care of, and she didn't know why they closed the account when the original loan has been fixed already. She said I should receive a call within 72 hours. On XX/XX/XXXX, I received a call about the account and was told that a new account number was setup. I logged on to make payment ; however, the account had the incorrect balance ( it was missing the 3 payments that were already made ), and the incorrect amount due. I called Customer Service, and was hung up on the 1st time. I called again, and told the representative about the prior representative hanging up on me then I explained that whatever was done for the new account was incorrect. I was asked if I " refinanced '' the loan to which I replied that I didn't. The account should have been setup with 12 months no interest, the correct loan balance, the insurance shouldn't exist, and the payments should have been applied. I was told that I would receive a call the next day from a supervisor. I stated that I was not going to pay the bill until this was resolved ; however, on XX/XX/XXXX, I went ahead and paid {$120.00} to satisfy the account so I didn't hear any complaints. On XX/XX/XXXX, I got a call from the collections department ( mind you they called me a couple of times during this period while I was at work, harassing me for payment ) which I asked the gentleman to call my cell phone that I was at work. He said that the calls would keep coming until this was taken care of. When I got off the phone with him, I called Customer Service and told her everything the collection department told me. I asked how hard was it to get something straighten out, and I was tired of getting collection calls. Also, I asked why I didn't hear from a supervisor like I was supposed to. A supervisor got on the line and told me he would call me before XXXX XXXX on XX/XX/XXXX ; however, I haven't received the call from him. By the way, every customer service representative agreed that the prior account shouldn't have been touched and they didn't understand what the representatives were doing in the other departments. As of today, the account is still not correct. Also, I have been reading the XXXX  XXXX  XXXX website, and it seems that I'm not the only customer having these problems. 

Attached are pictures showing the issues and how it still hasn't been resolved. This is not only affecting my sanity, but it's affecting my credit as well which I'm trying to buy a house. This is highly unacceptable.

Company response to consumer: Closed with non-monetary relief