Consumer complaint received 2019-04-06
Company: Conn's, Inc.
State: TX
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: Their investigation did not fix an error on your report

Complaint:
I opened A conns home.plus account last year in I believe XX/XX/XXXX. Shortly after I XXXX and delivered XXXX so I was out of work on A medical leave for 4 months. During that time I was unable to make my monthly payments for my conns account from XX/XX/XXXX-XX/XX/XXXX.  In XX/XX/XXXX I recieved A call from conns collections department and after explaining to the rep my situation he said he wanted to help me. He stated to me if I paid XXXX on XX/XX/XXXX & another XXXX XX/XX/XXXX all other payments would be put at the end of the loan and my next payment wouldnt be due until XX/XX/XXXX. I then told him my concern was the multiple late payments on my credit from XX/XX/XXXX threw XX/XX/XXXX. I  asked if I paid this payment for XX/XX/XXXX and XX/XX/XXXX would this still reflect as past due on my report. Or if it would be updated with all 3 agencies as current. And he confirmed after paying the first 142 the months of XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX would show current and XX/XX/XXXX will report according to me making that payment on time. I paid both payments as agreed for XX/XX/XXXX and XX/XX/XXXX. I reviewed my credit report beginning of XX/XX/XXXX to look for the update and noticed it still has last update report being XX/XX/XXXX. Finally on XX/XX/XXXX XXXX sent me A credit alert stating the status of conns had been updated. The problem is it updated XX/XX/XXXX AND XX/XX/XXXX LATE! And XX/XX/XXXX as current. Immediately I called conns on XX/XX/XXXX I spoke with an account representative and explained that in XX/XX/XXXX I was told if I paid those two payments it would reflect as current on my report and the rest would be added to the end of the loan. She reviewed notes and came back to the recorded line and said that them reporting XX/XX/XXXX and XX/XX/XXXX as late was a clerical error and she would submit the ticket to have it fixed. As she finished the ticket And we approached the end of the call she asked if I had any other questions and I asked her well since u have submitted the ticket for XX/XX/XXXX and XX/XX/XXXX to be corrected do you know if they do courteously removals? I explained to her I had late payments from XX/XX/XXXX-XX/XX/XXXX on my report but those where not errors because I was indeed late. However because of my situation I asked if she could have those months reviewed also. She replied yes and submitted A separate ticket for me. On wed XX/XX/XXXX I recieved A call from conns but was unable to answer due to being at work. I returned the call and was informed it was to update me on my ticket. She informed me my ticket claim was DENIED for A courtesy removal of the items on my report. I immediately figured ok that's for the months of XX/XX/XXXX-XX/XX/XXXX. I then said ok ma'am and the other ticket for the correction for months XX/XX/XXXX and XX/XX/XXXX where completed? She informed me it was only ONE ticket submitted which was for XX/XX/XXXX-XX/XX/XXXX. The ticket for XX/XX/XXXX and XX/XX/XXXX was NEVER submitted. I explained to her I would like all my calls listened to because the sole reason for my call was to get XX/XX/XXXX and XX/XX/XXXX corrected and then I asked for the other months as courteously. She states to me that XX/XX/XXXX and XX/XX/XXXX where not reported inaccurately. And although I made the payments for XX/XX/XXXX and XX/XX/XXXX as agreed on their recorded line that because they deferred payments it would reflect current for XX/XX/XXXX and XX/XX/XXXX with conns but not to the CB. I requested that they listen to the calls because I was assured in XX/XX/XXXX when I made the payments it would not just reflect current with conns but with the CB also. She basically apologized for all of the misinformation but said nothing could be done. I also complained about there only being one ticket submitted for months so threw XX/XX/XXXX and not for the actual months I originally requested. She said although the rep didnt submit the correct months the outcome would be the same. I requested someone from their corporate back office to contact me to discuss this as I know the calls are recorded. I dont feel it's fair to tell me anything to get my money and then report me late after I've made the agreed payments for XX/XX/XXXX and XX/XX/XXXX!

Company response to consumer: Closed with explanation