Consumer complaint received 2020-11-11
Company: ACIMA CREDIT, LLC
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
To whom it may concern, On XX/XX/2020 I opened an account with Acima credit company. In the beginning I was make my payments online with no problem. After being furloughed from my job in XXXX of this year I called Acima to inform them and asked if I would be eligble to pause the account while I try to adjust my financial situation. They assured me they would pause the account and did not. When I saw they did not I called because I didnt want late payments they informed me even tho they told me they would pause my account that I was not enrolled in a program in XXXX to pause the account for their customers and now it had ended. From the point I was frustrated and wanted to close the account immediately and asked my options to do so. I was told to consider to make lower payments to keep theaccount. I called again in XXXX to find out how do I close the account and was told to return the furniture by sending pictures. I had to call again to ask them to have the returns department to contact me because they hadnt reached out and I am still being charged at this time. I recieved the email at the end of XXXX and began to communicate with the rsolutions department. On XX/XX/XXXX the department informed of the pictures they needed to approve the return. On XX/XX/XXXX I was able to send my pictures to be reviewed to the resloutions department. I also at this time filed a compaint with the XXXX XXXX XXXX to file a complaint of them not pausing the account. They informed me it woulld take 30 days for review. On XX/XX/XXXX I was informed to re submit the pictures as I had a cover on the matress I was trying to return. The bedframe was fine. I had called Acima the same day to inform them I had travled to look for a new place as I lost my job and would be leaving XXXX. When I returned I would send the pictures immedately because I would be moving in XXXX. When I returned I resent the pictures without the cover and they informed me they didnt rceieve them and I would have to resubmit my claim completely when they send me a new email. After calling again because I havent heard from the department they resent the request for pictures in XXXX XXXX XXXX I sent the pictures again and they now informed me of the 4 corners of the matress needing to be shown. I immedately in the same hour resent the photos with the matress showing all the four corners on the same day of XX/XX/XXXX. I called everyday to Acima after sending the pictures explaining that I would be moving and would need to return the furniture because I could not take it with me and needed to close the account. Everyday I was told they would call me the following business day. I was then tod it takes 3 days for them to erturn emails. On the XXXX of the XXXX I called again and asked why I havent heard from anyone and that I am still being charged. After explaining I filed with the XXXX they then only offered to pause the account while I wait for the returns department to contact me. I was also told by a agent at Acima that if I hadnt heard from them by this point that I need to resubmit the pictures because the dont have them. I did so the same day. The following day when I called Acima again from not hearing from the returns department I asked why? The agent called the department and informed me that they now pushed back my wait time even more and they wouldnt be going off the date from the XXXX of the month but the XXXX. Days before I had to move. I pleaded to call me. They were not understanding at all. XXXX XX/XX/XXXX after I had moved and left the furniture behind as I could not take it they called me. They explained that this journey of waiting was for me to be told to donate the furniture and to get a donation receipt for me to close the account. This ccouldve been done with the proper communication from their end. After speaking with a manger they offered me a settlement XXXX lesser then what they would offer normally. They informed me to close they account and dispute the late payments and when I finally paid the account I spoke with a manger ( XXXX XXXX and she told me all the notes would remain on my account and if I write my dispute she assured me it would be resolved. After paying my remaining balance I never recieved anyting that the account was closed. It is now XXXX and it still shows up on my credit report as open and late. I wrote a letter to Acima last month explaing my hardshis, the miscommunication on their end and explained I took the settlement and paid them and I ask them to delete the account and to stop reporting to the credit bureas inaccurately. I never recieved a call explaing my account was closed ever and the account is still reporting open.

Company response to consumer: Closed with explanation