Consumer complaint received 2023-06-06
Company: Conn's, Inc.
State: LA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
On XXXX I purchased a washer and dryer from Conn 's Home Plus Appliances located in XXXX, LA. I financed the purchase through Conn 's Home Plus in house finance department for {$2500.00} plus interest for 34 months. My monthly payment was {$110.00}. I set up auto pay through Conn 's Plus web site using my bank 's debit card to be drafted each month on the payment due date. In XX/XX/XXXX, I requested a pay off amount for this account and was told that {$1100.00} would pay the account in full. 
On XXXX I made an online payment using my bank 's debit card for {$1100.00}. My bank notified me on XXXX that Conn 's Home Plus drafted my account for {$1100.00} using my bank debit card that was on file on their web site without my permission. I notified my bank that the payment Conn 's drafted on XXXX was a duplicate. On XXXX Conn 's returned only {$1100.00} with no explanation as to why that amount. The {$1100.00} I paid to Conn 's on XXXX to pay off my loan was not returned and I assumed my account was paid in full on that date. 

On XXXX I received an email from Conn 's Home Plus that my account was currently due {$47.00}. I called and advised that there is an error on their part. I had paid off this account back in XX/XX/XXXX and that they should check their records. They opened a claim or ticket as they claimed but said they had never received any payment since they returned the {$1100.00} to my bank XXXX XXXX. I advised that XXXX payments were made in XX/XX/XXXX and only one was returned. They continued to say they never received my payment made on XXXX for {$1100.00}. I went on line and my payment records had been deleted from my on line account and now they have locked me out. I requested a paper copy of my payment records which they did send. Their records of my payments make no sense after they said they returned payment in XX/XX/XXXX. I went on and paid what they said I owed to protect my credit. I contacted my bank and they did a trace on the payments made to Conn 's from my bank account. They confirmed that Conn 's financial institution received my payment of {$1100.00} made on XXXX. The transaction ID # for payment made on XXXX by my bank was XXXX and transaction ID # for payment of {$1100.00} made on XXXX by my bank was XXXX. I gave all of this information to Conn 's and they still insist that they did not received 2 payments and had returned only the one they say they received although they could not explain the differences in the amounts and why my account has not been given any credit for the money I have paid since XX/XX/XXXX notice of amounts due. I stopped paying because Conn 's now owes me a refund for over payment. 

I need help in resolving this matter and it appears Conn 's Home Plus is not acting in good faith and keeping my money with no explanation why. I am attaching all of the documentation I have generated in this matter. What ever help your office can give will be greatly appreciated.

Company response to consumer: Closed with explanation