Consumer complaint received 2020-03-05
Company: Conn's, Inc.
State: NV
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
In XXXX I lost a credit card and had to cancel it once I realized it was missing, i only realized this because it was used and I didn't use it. I had also applied for a new license which I never received in the mail and had to go back to the dmv to reapply and than In late XX/XX/2019 I realized I was a victim of Identity fraud. I didn't realize this till logging onto my credit score with XXXX XXXX. I saw new remarks and credit cards that I did not apply for ... some showing in early to Mid XXXX, I did as the app said to contact the credit bureaus. After placing fraud alerts on my accounts I decided then to put a freeze on all 3 credit bureaus early XXXX, when more accounts started to show on my credit report. This continued to happen again thou, another 3 accounts showed up ... I was told that there wasn't a time limit on when they would register to show to my credit page, it was possible it was done before the freeze and I should once again take the appropriate steps. So I did, but the last of these creditors that showed was Conn 's dba Conn 's appliance inc. I contacted the bureaus first as I did with every situation that arose during this time and than reached out to the actual creditor. This time trying to reach a representative seemed more difficult. But after a few days I got a hold of a customer service rep who said that the fraud dept was closed but she could note my account and someone would contact me. This never happened so I tried again, this time though I had an actual notice in the mail from this company, I used this information to finally get in touch with Conn 's, I finally got transferred to the fraud dept of this creditor. Shortly after I received an email from this department stating what I needed to do next for this claim. Within 36 hrs I had filled out there paperwork had it notarized and went to XXXX to fill out a police report. Some weeks had passed by so I used the email information to contact them back, the rep said my claim was still pending but should be processed by the end of the week. It was not, before I could contact them again the XXXX called me to see if the situation had be rectified and it had not. So I reached back out again but this time I was told a letter of my status to the claim was mailed to me the week before. I never received it. So they sent it to me via email. And I felt devastated and violated all over again. Conn 's appliance Inc dba Conn 's denied my claim.  and the reason they denied my claim made no sense to me. They denied it with the very definition of what identity theft means. 
They said " Name, DOB, DL number, expiration date, address and signature on the DL provided with the fraud affidavit and the DL used to open the account matched. Signed by XXXX XXXX Fraud Investigator-Conn 's Home Plus. 
I quickly responded to the email that I wanted to appeal this claim, but got no response. I tried contacting the number on the letter but the recording said it couldn't help me at this time and quickly disconnected me. 
I tried emailing again this morning and haven't received a response yet again. I than tried the phone number again this morning and got a voice mail. 
This account was open without my knowledge or permission or consent. 
I'am a VICTIM of identity theft.

Company response to consumer: Closed with explanation