Consumer complaint received 2022-02-09
Company: Continental Finance Company, LLC
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
XX/XX/XXXX, I received a marketing email from a company related to my XXXX Credit Card. It says that it is issued by Celtic Bank, but also says that the email is for the XXXX Mastercard Credit Card and for complete details, to go to Continental Finance website. They also sometimes issue the cards. The offer says to double your credit limit with XXXX. Up to {$1000.00} credit limit doubles up to {$2000.00}. The details say to simply make at least your first 6 required monthly minimum payments on time and your initial credit limit up to {$1000.00} doubles up to {$2000.00}. I logged into my app portal for the card, and realized that I was on month 7. So I called the customer service line. After relaying to them about the email and that I qualify ( which I also have opted in to receive emails of offers I QUALIFY for ), they assured me that I qualify but that I needed to call in to opt in to this. and that they were processing it. I kept monitoring my account to watch for the increase. 

XX/XX/XXXX, I receive the same email again. I call in to the customer service because my card hasn't been increased. This time the customer service person says that this offer is for a new card and doesn't apply to mine. I told him what the customer service people said a month prior. I also explained to him how this seems very rude and inappropriate to send to someone if they do not qualify for it. I asked if there was a supervisor that I could speak with, and he said that he would place me on hold to get one. He said it could be a 5-10 minute wait. I said that was fine. He returned after some time, and said that it was now a 20-30 minute wait. As I was waiting, it just made me angry. It seemed like they were just going to make me wait until I hung up, gave up, or like I remembered from XXXX, the phone disconnected and I had to call in again only to be told that I had already had the request processed in the prior call. 

So, I returned to my computer to do some research. I went to the website and learned that they have slightly different variations of the card agreements. ( 8 ) Eight different versions. I tried to locate the one that was in effect at the time I opened my card. I read through it and I had a much greater credit limit and it was not secured, and that didn't fit the agreement I was reading. I found a place on their website, where you enter the last 4 of your card, and the last 4 of social, and zip and it gives you the agreement that applies to your card. I read that. The date at the bottom is from XX/XX/XXXX. Even though my account was opened XX/XX/XXXX. I compared this agreement to the one on their website dated the same date. and they are both different. 

I am attaching : 1. the agreement that is supposedly mine for my card dated XX/XX/XXXX 2. the other agreement dated XX/XX/XXXX 3.another agreement dated XX/XX/XXXX, which seems to have been the latest in effect at the time I opened my card, but doesn't seem to apply to my card as it was unsecured. 
3. The email offer sent to me. 


Can you please help me get this straight with them? They opened my account. I have paid it in extremely good standing, paying it off each month, and they sent me this offer. And then won't honor it, and give me the run around. I should qualify for this offer and should have received it. I should currently have a {$2000.00} limit. But knowing them, they will probably retaliate for me coming to CFPB to report them.

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