Consumer complaint received 2022-07-14
Company: Continental Finance Company, LLC
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
The bank is Continental Finance and the credit card is a XXXX Mastercard. Upon my first payment I set up with my account number and routing number, I did not have the funds. I called in and told them to cancel the payment which they could not so I was advised to take the money out and that it would just be declined because they said they couldn't cancel it. I took the money out of my account and call back in a separate day to inquire about my new balance and attempt to make a payment. I was told I did not need to do so because my balance was less than it was originally. That was weird to me because the payment never went through. So I asked the gentleman that was helping me how is my balance lowered and he stated that my balance is current and it is reflecting the returned payment even and that it is not going to adjust because all the adjustments were set and done. I work in Financing and I understood that something was off so I asked again in full detail to understand why it was showing that the balance was lowered. He assured me over and over and over that the balance on that day was all that i owed and that it reflected all the changes and that it was not going to adjust at all at any point because according to him it already adjusted. I asked about my available credit and he stated that I had {$200.00} to use and that is the amount after all the adjustments have been made. Continental Financial ended up sending me a bill with an update balance that was {$200.00} over what I was assured. I called in to get a resolution I was told that they were going to review the call and call me back but they never did. My payment ended up going 30 days past due and still not response other than calls from them to collect payments and when I asked about the dispute they said they did not know. A client relations manager called me on XX/XX/2022 not to talk about the dispute, no, to collect payment. So I brought up my dispute and was told that even if the representative said something that was incorrect there is nothing that they can do about it other than wave the late fees. I was promised a call today XX/XX/2022. I answered the call and no one answered. I called back right away and a representative told me that there was no Client relations manager available. I gave them time and space to resolve this however it has been 38 days since the dispute and I have yet to get a solution. I have still not talked to anyone that has actually listened to the calls. I am a XXXX XXXX XXXX  and I know my rights as a consumer and I know that sadly most consumers will fall for a scam of a lender such as this one but I will not. If i was assured my balance was a certain amount and that it was not going to adjust then that should have been the case plain and simple. However according to this bank its okay to promise something to a consumer and then change it and just say sorry as if that's every acceptable.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation