Consumer complaint received 2018-04-26
Company: Conn's, Inc.
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
I purchased an item at Conn 's XXXX using their in house credit line. The sales rep informed me that the product I received was the product I wanted so I took it home and during the set up I realized he sold me the wrong device. So I went back and was upset since it is not easy for me to get back into town, so I asked for the manager and have him help me. Then when the paperwork was redone the sales rep input his personal cell phone and email address in fear of being fired due to a bad customer survey causing the next set of events to unfold. When it came time to make the first payment on the account the store could not find my account. When I talked to the store manager XXXX he informed me that he could not modify or change my personal information that I would have to call corporate to have my information updated. When I called corporate they informed me that my phone number was wrong and when I called the number they had on file the sales rep answered. This confirmed that he indeed put his personal cell number on my account. When I contacted the corporate office to file a complaint on the sales rep for false information on my acct they called me back after reviewing the information and stated that it was a user error and that " it happens ''. When I asked if there will be any more issues they stated no and they apologized. Then the next month when making a payment they informed me that the information on my account is wrong and if I wanted to make a payment that I would have to call corporate to have my info changed because they could not change the information. When I contacted the corporate number again and I informed them of the previous history they asked me to verify my information once again. During the reps information check they informed me that the email on file was not that of the one I provided. When I emailed the address they provided me the originating sales rep informed me that I was emailing him to his personal email. This confirmed that he input his email address on my account. I then escaladed the situation to the corporate customer relations line where they informed me that my information has been updated and there should be no problem paying on my account. I then asked if they would relay my cell phone number to the district manager in the region to better assist me since the store manager did not have the capabilities to do so. When I finally got in touch with the DM he informed me that he was contacted from corporate to give me a call, I then informed him of the situation and how corporate has handled it so far. He informed me that he would get some answers by end of day. When he called me back he informed me that at the store level he could not access my account because it still showed the personal information of the sales rep and when he called corporate that my information was indeed correct. So he informed me that the servers were probably not communicating correctly. He stated that he will put a ticket in I.T dept for further review. He then stated that if I ever wanted to make a payment I could use my name and they should be able to access my account and I can make a payment no problem. Well the next month we had the same issue once again. I had to provide very personal information in a very unsecure area just to access my account. Well finally my information has been corrected and I was able to make a payment to my account but unfortunately it was applied to the wrong account. This was not caught until the second month making a payment using my information. So, basically two payments were wrongfully applied to a different account. Two months of no payment on the account along with 29 % daily accrual of interest causes me to lose out on balance reduction as well as hurts my credit report due to a user error, technical error, and now misapplied payment. When I contacted customer care and informed them of the issue they informed me that they could not verify that the payment was to be done on one account or the other and that the other issues could not be rectified. I called again in a attempt to resolve this issue once and for all they informed me that there was nothing in their power to move the payments that were wrongfully applied, also they could not remove the difference in interest from the daily accrual. I had to be escalated two more times to get an attempt to move the payments made from the wrong account to the right one but it is not a guarantee that it will be approved. I was informed the wait time to review my request is 72 hours and upon completion it will take 14 days to see anything applied to the correct account. We are in month 6 and still no resolutions ....

Company response to consumer: Closed with explanation