Consumer complaint received 2018-11-07
Company: Colony Brands, Inc.
State: MD
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XXXX XXXX regarding account # : XXXX XX/XX/XXXX, I placed an order for a pair of boots through XXXX XXXX. The total purchase price was {$150.00} for one pair of utility work boots. In XX/XX/XXXX, I noticed that I had overpaid the account to XXXX XXXX and requested a refund for {$150.00} which the amount that I overpaid to the merchant ( my order total was {$150.00}, the total amount that I paid to XXXX XXXX was {$320.00} ). When I called the merchant about the overpayment, first XXXX XXXX claimed that my order total wasn't {$150.00}, that it was {$170.00}. Despite me arguing with them about the order being {$150.00} they insisted it was {$170.00} that was financed and not {$150.00}, but then they also said that I owed money to a " XXXX XXXX '' account, which was their sister company. I explained that I never placed an order with XXXX XXXX  and  never received any sort of order from XXXX XXXX. Despite me disputing the transaction or the order, they insisted that I owed the XXXX XXXX account {$81.00} for an order that originally cost {$26.00} ( for 1 pair of socks ) plus {$9.00} for shipping, bringing the total to about {$36.00}, based on the break down I was provided over the phone. Despite numerous calls disputing this transaction, I didn't get any where and asked that XXXX XXXX credit whatever they needed to credit to this XXXX 's account to XXXX  my account out and ensure my account was closed. 

This process still took over 45 days to because when the original request was made, it wasn't processed, so I had to call back again and again to get both accounts XXXX out. I made repeated calls to XXXX XXXX from XX/XX/XXXX through to XX/XX/XXXX. XX/XX/XXXX, XXXX XXXX told me they would issue a refund, close the account, and expect to receive my refund within 30 days. When the 30 days had come and gone, I called them back to check the status and they told me to wait another 30 days to receive my refund. Finally, XX/XX/XXXX, I received a refund check of {$75.00} ( which was still less than the total I was owed, even minus the {$81.00}, but I digress ). 

Today, I arrived home and received a bill from XXXX XXXX from {$42.00}. Quite naturally I call them to inquire about this bill since I got a refund check in XX/XX/XXXX. When I spoke to the representative " XXXX '' she told me that I didn't pay for my one and only order from XXXX XXXX, which was for one pair of boots and I still had a balance due. After proving to her that she was wrong ( asked her what was the total amount of the order and what was the total amount that XXXX XXXX had received from me ), she hung up. I called back, spoke to representative # 2. She said that I placed another order and that's where the charges came from. I proved her wrong ( by asking for the order number, date, where it was delivered, etc. ) and she hung up. I called back, spoke to representative number 3, who then transferred me to the supervisor, " XXXX '' in the credit department ( phone number XXXX ). " XXXX in the credit department '' explained, though I overpaid my XXXX XXXX account by {$150.00}, and XXXX XXXX made me pay {$81.00} for a " XXXX 's '' order I never placed or received, reducing the amount of money they refunded to me to {$75.00} ; she said that XXXX XXXX continued to try and debit my account for an additional {$7.00} per week, after they knew that my account had a XXXX balance and they owed me money, ( especially after I notified them in late XXXX through early XX/XX/XXXX for the over payment ), that I now owed them {$14.00} for two {$7.00} payments that they weren't able to cash AFTER they issued the refund, a {$15.00} fee for each returned item, and late fees on top of that, my new balance was {$54.00}. They continued to try to collect on a closed account with an overpayment and refused to close the account after numerous requests ( both in writing and over the phone )! To add insult to injury, the statement they sent me is dated XX/XX/XXXX and it says the amount due is {$42.00} and they charged interest on the {$42.00} bringing the total to {$54.00} as of XX/XX/XXXX. 

So not only did XXXX XXXX take my money, for money I didn't owe them, for orders I didn't place, but they're also charging me late fees and interest on money I didn't owe them!!!

Company response to consumer: Untimely response