Consumer complaint received 2021-12-05
Company: Great American Finance Co
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
In the beginning of XXXX XXXX, I entered into an agreement with Great American Finance to finance the cost of medical treatment at Front Range medical center in XXXX CO. The agreement offered an interest free finance plan at $ XXXX. The first automated payment was due XXXX XXXX, and the XXXX of every month, thereafter. Also in XXXX, I had XXXX  XXXX so I wasn't as aware and alert to financial transactions posted to my checking account ; mid XXXX, I realized that the automatic payment had not posted for payment to GAF. Upon contacting them, I discovered that since my payment had not been made XXXX XXXX, I had waved my right to the interest free payment terms. I explained that I was unaware as to why GFA did not post the payment, and irresponsible tho I was, I had used the funds to pay for medical expenses and no longer had the payment in my account. I explained that I was prepared to resume automatic payments XXXX XXXX going forward, and that I wanted to request review of GFA 's decision to cancel the interest free contract terms. I asked them to please contact me ASAP with their review/decision. If they determined they would reinstate the terms, I would make the XXXX payment as soon as possible. I felt they were not taking into account the hardship I was expering because the customer service XXXX told me their policy was to only reconsider accounts effected by COVID. I believe their policy to be unfair to others experiencing finance hardshipm I was uncomfortable with the communication so I was just awaiting confirmation one way or another. XXXX XXXX, the payment posted to my account ; therefore, I thought the disconnect had been resolved even without contact from GFA. I believe that was a reasonable assumption. In XXXX, I intended on making the missed payment ; however, my checking account was extremely compromised on XXXX XXXX, which effected several scheduled payments, except for that XXXX XXXX, GFA payment. Due to timing, GFA payment was posted just before every XXXX was stolen from my account, making it impossible to make up the missed payment. I notified all of the effected creditors of my financial hardship and worked out a repayment plan. I did not even think about contacting GFA! I got new a checking account number after resolution of the theft, but again, since my XXXX payment was made to GFA without incident, I thought that account was in good standing. In early XXXX, watching for posted payments, I noticed the GFA payment had not been posted. I immediately contacted GFA to find out what happened. When I talked to customer service, I was told that the XXXX XXXX was declined. Automatically, my mind was moving at breakneck speed trying to understand why/how had the payment not cleared. I immediately realized it was because of the new checking account no. and associated debit card no.! I apologized for my lack of contact, and I then asked about the interest free terms. I was told, no GFA would not reverse the decision because of the missed payment and the declined XXXX payment. I was quite upset! I told her that I had not received any communication from GFA regarding their decision or given an opportunity to make the missed payment under original terms. I believe my circumstances were not even considered. The rep would not even listen to my explanation, but then did tell me the interest free terms were reinstated in XXXX, but would no longer be offered. I told her that I wanted to make the XXXX payment, but then wished to speak with a supervisor to have the decision reconcidered. After making the payment, she transferred the call to her supervisor, XXXX. Once he answered the call, I knew I was up against a wall. He immediately went into quoting a " script '' and would not consider my argument! I was so frustrated because I felt I was not being heard. I told him that my other creditors were being more than reasonable and had even reached out to me offering ways to make me whole while their ( GFA ) company was not willing to practice good customer support of any kind. GFA never communicated their decisions/resolution until I contacted them. I believe their scripted handling of customer services are very poor and they do not offer any benefit to current or future customers. I want GFA to admit their culpability and reinstate the original interest free terms.

Company response to consumer: Closed with explanation