Consumer complaint received 2019-09-23
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I purchased a couch, loveseat, cocktail table, end table, and a vase ( the vase was a " Must '' or my delivery would cost over {$100.00} ) XX/XX/XXXX. When the delivery came on XX/XX/XXXX they delivered two cocktail tables, couch, and a loveseat. I explained to the delivery drivers I did not order tow cocktail tables and the refused to take one back and told me I would need to contact customer service to resolve this. I called the store on XX/XX/XXXX and was told by store manager that was working that day the salesman made a mistake and put two cocktail tables and the that is when this miserable, stressful issue began. I explained I was leaving for California the next day and the manager ( XXXX I believe ) said she was very sorry and would make sure everything was fixed and corrected so when I returned from California the new contract with the correct merchandise on it would be ready for me to sign. I left for California on XX/XX/XXXX early and returned back from California XXXX XXXX, XXXX at XXXX XXXX. I called the store and talked to another XXXX ( there were two at this location ) and she said nothing had been done about correcting the error so she would have to get back with me which that never happened, I had to always do the follow up until that part was done when they actually created a contract that I did go and sign and said the delivery guys would be there to pick up the cocktail table and bring my end table. I was told even though it was an error on Conn 's behalf they could not do any special delivery so I had to take off work. The first attempt when I took off work the delivery guys did not have the end table on the truck, the 2nd time I had to take off work and waited all day and called to get updates through the customer service number and was told my end table was on the truck but my time got pushed to later in the evening but it would be delivered. I waited and waited. I called at XXXX XXXX and was told there was an error, my end table wasn't on the truck after all and I would need to call back and set up another delivery to be put in the random delivery rotation and there was no way for anyone to tell me a time frame until the night before the delivery was scheduled. I took off work a 3rd time and waited and waited calling and calling only to learn the driver said he was to pick up the cocktail table but he had nothing noted that he was to drop off an end table. I advised they would not get the cocktail table until I get my end table. I had to call again to set up another delivery appointment and still not able to get it delivered when I was home. I explained to the customer service center I was not able to take off work anymore and I was told there was nothing they could do and I would need to keep setting the deliveries up until I landed on one where it was in the evening and I was home, which is exactly what I did. There were several deliveries I set up but the ones that I had to cancel were during work hours and I already had used 3 vacation days trying to get this resolved. Conn 's would not accommodate my availability to deliver when I was home even though it was an error on their part. Once I received my end table and the extra cocktail table was picked up by the Conn 's delivery driver I had to call Conn 's myself and make sure they did get the confirmation the cocktail table was returned and to let them know I had the end table I ordered to begin with and this was confirmed as complete and that old contract would be voided out. When my car insurance had to be renewed I noticed a HUGE increase so I called and was told my score was a lot lower than the previous 6 months so it raised my car insurance from around {$120.00} to {$170.00} due to Conn 's  reporting the wrong account to my credit as a brand new loan and over 30 days late. This is about the same time XXXX XXXX notified me via email my FICA score dropped drastically and when I found out it was Conn 's that did this to me it all made sense. They did not do what they were supposed to do. The Conn 's account ending in XXXX with a purchase price for all furniture pieces {$2200.00} was the account reported to the credit bureau a first payment default and over 30 days late that was due in XX/XX/XXXX but this was the account I was told would be voided due to the error. Conn 's created another account with the correct merchandise on it ending in XXXX, contract purchase amount for this account is {$2200.00}. During all this back and forth on the phone holding for hours ( with all the times I called the hold times were long at times, this went on for a month or so ) I was frustrated, irritated and headaches were normal for me due to all the stress this was to try and rectify a situation that was not even any fault of mine but I had to do all the follow up to ensure I got what I ordered and the old account was closed with the new one opened. I had a CEASE AND DESIST on my account since I continued to get calls trying to schedule a delivery that already took place and got so tired of all the calls so I said I wanted a CEASE AND DESIST put on my account. That did no good, Conn 's  just started calling my home number trying to deliver which the delivery was completed at this time then the collection calls started. I did verify Conn 's reported me over 30 days late for the account # XXXX XXXX the account that was supposed to be closed due to their error XXXX but it wasn't. On XX/XX/XXXX @ approximately XXXX XXXX I received a call from XXXX ( employee # XXXX ) advising she was collecting a debt and asked me how I would like to take care of my balance and this was the 2nd validation Conn 's did not close that old account out. XXXX listened to me as I told her all that took place and she said she reviewed the notes as she apologized over & over again due to all I had been through and said she can see this is a mess. She said the total for this account she was collecting on was {$2200.00} but Conn 's credited {$1900.00} leaving a balance owed {$340.00}. Our conversation went on about this account that was not handled properly and we spoke on the CEASE that was on my account, her words were the Cease and Desist was only to my cell phone # and I explained to her a CEASE/DESIST is on ALL numbers related to that account she said she wasn't aware of that being a part of the FDCPA and UDAAP Regulation. We also spoke about the FCRA Regulation and I did explain to her any merchant that reports to ANYONE 's credit has the right to do so however it MUST BE accurate reporting in which Conn 's obviously report incorrect on my credit in which caused me harm due to me getting turned down for other credit and this was huge as far as against the federal regulations to do what Conn 's has done to me. She said she would make sure my account was transferred to a manager and she would create a case to have this account looked into to see why its showing open and if its validated the account should not be open the team that handles these types of complaints would get this closed out and the credit bureaus updated accurately but in the meantime there was nothing else she was able to do. She did say the account that was created after the correct merchandise was delivered to me has a payment due XX/XX/XXXX. XXXX transferred me to a manager XXXX XXXX, he said the same as XXXX as far as what he was able to do to rectify the situation and said they had to do their research to confirm this account should not be open. This really once again was so frustrating now I am being harassed over a bill that is not mine or any part of my mess up and felt like I was some sort of thief or deadbeat because what I was telling them had to be researched. I asked if there are notes in the system since I called so many times and he said he see 's notes but they still have to open a ticket and research to be done. He said I would need to follow up and I said why cant they call me even with a CEASE on the account if I am requesting a call back to rectify a complaint I have its ok to call for that purpose. He did advise I would need to be the one to follow up. This entire issue has take A LOT of my time and caused XXXX XXXX and more. This is the absolute WORST experience I had in years with a purchase. I did advise XXXX something needs to be done rather its to void out what balance I have for the new account or something since there are all kinds of regulatory violations in so many different ways. He said there was nothing he could do about that but create the case and have it researched. He continued to say for me to follow up with them in a few days to see where this case is and if its resolved. He said he could not promise I would get a call from any senior management but he would put in a request but again, no guarantees. This is a HORRIBLE way to treat a customer and I would like to see Conn 's take ownership of what they have put me through and compensate for all the duress, irritation, frustration, XXXX XXXXsXXXX XXXXs and so much more. Conn 's has done absolutely nothing to help me out in anyway. I missed 3 days of work NO PAY and I have been penalized by having to pay approximately {$50.00} more every month on my auto insurance and was denied credit to another creditor due Conn 's  neglect in handling the account that was messed up by them. 
I would like both accounts to a XXXX  balance and my credit fixed. I feel all I have been through and not only turned down and my auto insurance being raised due to this but I feel so humiliated with what Conn 's has put me through and continues to put me through. I have worked so hard on repairing my credit since XXXX. This has been hard on my health as well having to deal with all this and we are in XXXX and Conn 's is still haunting me with collections calls on a CEASE account, inaccurate credit reporting causing me to get denied for credit, costing me more money monthly since my auto insurance went up and all this bring a lot of agony/pain that I have to go through and continue to go through. I would like any assistance I can get with this company. They do not want to take any ownership of the error they made and trying to put it all off on me like I am the one who messed up since I signed for the two cocktail tables and did not want to listen when I explained to them the delivery drivers told me they will not take that cocktail table back and I would need to call customer service to rectify the error in which I did. Thank you for your time in this matter and I look forward to hearing from someone from CFPB.

Company response to consumer: Closed with explanation