Consumer complaint received 2020-10-10
Company: Conn's, Inc.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I financed an appliance with Conns HomePlus in XXXX. I was told that it would be no interest just a finance charge added to the total. Earlier this year I noticed every time I made a payment, the balance did not reflect that entire payment. I was pressed on time do I ignored it since it was a few dollars. Around XXXX I noticed the same trend except this time it was around a {$20.00} difference. I called into Conns for an explanation. The agent I spoke to advised me that my payoff balance change each month. I informed him that I was told this account would have no interest. He could not explain anything further so I requested a copy of my terms and conditions as well as a list of payments made to the account since its been opened. I explained I will make my next payment when I received these items. I never received anything, I went ahead and made my payment because I did not want my account to go 30 days past due. From my initial request, I had contact with multiple agents, on each contact I requested the same documentation. I even spoke with a supervisor, explained the situation. I informed him of my previous requests. He was able to explain the balance to me stating I indeed have an interest rate contrary to what I was told in the store. His response to what I was told in the store was simply brushed off by an excuse of the store associates not being " knowledgeable '' in regards to the way their financing goes. I informed the supervisor of the same thing I told previous agents before him and the same thing I will end up telling previous agents after him. I have every intent on paying off the balance on my account. I am requesting the same documentation for my piece of mind so I can make my next payment in confidence. If I do not receive the paperwork days before going 30 days past due I will go ahead and make my payment. This communication continued between multiple agents. A few days before I submitted my last payment I spoke with an agent. I had the same conversation as previous agents. This time I expressed that I really just wanted to pay my account off, but been waiting for months for the same paperwork. She seemed empathetic and responded with a since of urgency. She explained back up due to covid, that she was trying to push my request through. She even gave me the payoff amount and how long it was good until. That Saturday I went online and submitted my payment ( XXXX ). 

On XX/XX/XXXX I received multiple notifications indicating a late payment warning from Conns. I called in that same day on one of my breaks. 1st agent I spoke to stated it was a mistake and my account was indeed paid in full. She had to transfer me to another department. The agent I spoke with their apologized for the mistake and stated she submitted it to be corrected. 
On XX/XX/XXXX ( Based on email ) I called in to see if the problem was resolved. I was shocked to find out that my request was denied. I explained to the agent that they can not wrongfully report to the credit bureau. He agreed that I was late but that I was not 30 days late as reported. I told him I understand that I was late, but it is wrong to report me as being 30 days late when I was not. I went through the whole spill as I have done numerous times by now. I requested the same documentation, but this time I requested notes and documentation on my account. At this point I see the error and every agent I have talked to see the error so I am very confused as to why my request was denied. 

I have never received a statement. When you go online it shows the balance, but no information as regards to previous payments, interest. A Lot of the information I was requesting could be found in a simple statement. If I would not have started tracking my balance I would have never knew their was a problem. There is no way to track or see this information other then request it as I have done for the last few months. 

I have received a lot of marketing communication. I have receive regular mail and email regarding my credit line being increased. I even recently received a letter in the mail stating my request for the negative mark to be removed was denied. What I have not yet to receive is a statement, my terms and conditions or even a list of payments. 

I do not understand how a company can get away with this. You no your sales team is providing inaccurate information regarding financing and choose to do nothing. Didn't seem surprised about it as all. I had so much stress with this company that I just paid it off and called my lost. Things changed when they inaccurately reported me as 30 days past due to the credit bureau.

Company response to consumer: Closed with explanation