Consumer complaint received 2021-09-25
Company: Continental Finance Company, LLC
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I don't appreciate this company 's employees even after i made it CLEAR to them from the start that due to medical conditions i couldn't hold the phone to my ear long or be on long calls how they kept me on a call on XXXX for 2 hours and they didn't even try to resolve the issues they were just taking notes. CLEARLY their employees have zero Consideration for any customers. When my account balance is paid off i'll NEVER use this card again. Apparently Continental Finance was the wrong company to do business with and i will NEVER use their cards again. They punish their customers for making what they think is too much of a payment because they want customers to keep carrying a balance just so they can keep charging you Interest every billing cycle and even though i've become ill i intend to get both of my cards the XXXX XXXX  and the XXXX XXXX  paid in full so i will NEVER have to deal with XXXX XXXX ever again. 


*PROBLEM # 1 ...... 
I've been requesting medical documents for my Claim from Continental Finance/Surge Credit Card Company since the beginning of XX/XX/2021 for my Doctor to complete yet their so called department that take claims have repeatedly lied that they emailed me the form yet to this day on XXXX i still haven't received this form. They also never did resend to me new medical documents for my XXXX XXXX  XXXX  that i have with Continental Finance. CLEARLY i'm paying monthly for their insurance that is suppose to cover payments if you become ill and disabled yet they have repeatedly lied about sending me the medical documents by email. 



*PROBLEM # XXXX ...... 
On XXXX i went on the credit card app for the XXXX XXXX  XXXX  and scheduled a payment for {$450.00}. It showed the payment was successfully scheduled. When i checked my account on XXXX at XXXX XXXX the Balance had decreased but my Available Credit was still the same so they're with-holding my funds yet if i pay a much lower amount they don't hold it yet they've refuse to tell me why they with-hold larger payments for 10 days yet smaller payments they post it to your Available Credit immediately or at midnight. This is Penalizing the customer for paying their Balance down to pay it off. When i scheduled the payment on XXXX icould see the payment Pending but when i logged out and logged back in the Pending payment had disappeared. I immediately contacted the XXXX XXXX XXXX  XXXX thru Continental Finance. I didn't mean to be harsh but their phone agents don't Comprehend English so they make things up as they go along. I first spoke to a phone agent name XXXX. This agent acted as if she couldn't Comprend simple English. I asked her over and over to CANCEL the payment when she told me i would have to wait 10 days because they were going to with-hold the payment until after the due date. That will cause me to get a LATE FEE. Clearly Continental Finance/Surge intentionally hold customers payments until after the due date so they can then charge the customer a Late Fee and i've read other customer complaints about the same thing as well. I then kept asking XXXX over and over to get a Supervisor and she kept lying that she first was transferring me to a Suppervisor yet she kept me on hold waiting for a half an hour and kept lying she was transferring me then getting a Supervisor yet she's working from home and i could here a dog in the background. She also kept laying the phone down. She finally got a Supervisor name XXXX who was WORST than XXXX. XXXX also acted as if she didn't Comprehend XXXX like XXXX. XXXX also was putting FALSE notes on my account and continued lying saying things i know i didn't say. Then XXXX tell me she put in my account that i said i no longer needed the medical form which is a blatant LIE. XXXX also stated she put on my account that i wanted her to close my account which is another blatant LIE. However i did tell XXXX that i won't be using their card services anymore but i NEVER told her to close anything. I also told her to close the account as well and she also claimed she couldn't because it was past XXXX XXXX I've NEVER been told that you have to cancel a payment by a certain time and i don't ever call in so i wouldn't have known that. I asked XXXX why they don't hold a payment if it's {$150.00} or {$250.00} yet when i make a payment for {$450.00} to bring the balance down they with-hold the payment for 10 days and XXXX kept evading my question and apparently she was working from home and couldn't Comprehend XXXX either and she also kept laying the phone down even after i told her due to medical reasons i can't be on a long call or a long hold yet i was on this call 2 hours. They know the 10 days will go past my due date which is on the XXXX of every month which also mean 10 Business Days from the date i made the payment on XXXX the payment will be with-held until XX/XX/2021. Customers can't pay their bill with a debit card on their app or on their website which mean the customer have to call in if they're using their debit card and be charged a {$10.00} fee just to pay your own bill. 

*PROBLEM # 3 ......

CLEARLY Continental FinanceXXXX XXXX XXXX  XXXX will Penalize their customers who pay on time, pay more than the payment due, and pay days in advance. If you make a payment that is too much such as {$350.00} or {$450.00} Continental FinanceXXXX XXXX XXXX Penalize you and with-hold your payment 10 Business Days and past the due date so they can then charge customers a Late Fee. I always schedule payments with any company the day before i get my Direct Deposit and if they had a way for customers to pay on their website and on their app and calling in to deal with their phone agents is HORRIFIC.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation