Consumer complaint received 2017-01-24
Company: Conn's, Inc.
State: TX
Product: Consumer Loan
Sub-product: Installment loan
Issue: Problems when you are unable to pay

Complaint:
My husband and I purchased a refrigerator and laptop from Conns on XXXX/XXXX/2016. Upon arriving back home that evening my husband saw that the same laptop was being sold at other major retailers such as XXXX XXXX, XXXX etc for {$590.00} vs. the {$890.00} we paid at Conns. Conns has a price match guarantee so we called the store back that evening and the manager told us that he could not match that price so we could return the laptop the following day as we would need to remove all the software and uploads we had placed on the laptop and would need the time to do so. The contract is in my name only and I elected for both unemployment and life & disability insurance when we made the initial purchase on XXXX/XXXX/2016. When I returned to the store on XXXX/XXXX/2016, the manager XXXX who told me I could return the laptop and the sales associate who sold us the items we both off work that day. The girl who helped me called XXXX the manager as she was unaware he had authorized my return of the laptop. 
When the contract was re-written, I told her that I wanted the same insurance policies on the contract, that the only change would be the removal of the laptop from the purchase. She advised me that the insurance would carry over from the initial purchase. On XXXX/XXXX/2016 I was contacted by the same Conns retail store advising that I needed to come in and re-sign my contract as there had been an error regarding my due date. I advised that I had just had XXXX, that I would be unable to walk into the store and that my husband would be driving so, could he sign in my absence. The store representative stated that they would bring the contract out to me to sign and that the only change would be updating the due date. I saw that this contract only had the unemployment insurance and advised the associated who brought the contract to the car that I elected both unemployment and life/disability insurance at the time of initial purchase on XXXX/XXXX/16. She stated that since the change being made was due to an error by Conns that the only update to my contract would be the due date that all the insurance initially elected would carry over. 
It was not until I tried to file my disability claim in late XXXX/XXXX that I received notice that I did not have disability/life insurance. I called the store, explained the problem and was told to fax over all 3 contracts so that they could request Customer Service update my contract again showing I had disability/life insurance. A few weeks later I called customer service who advised they did not receive the documents from the store and asked me to resend them so that Customer Service could update my contract. 
I called back a week later per the suggestion of the associate I spoke to at Conns Customer Service and was at this point told that the contract was too old to be updated and that they could not make a change to the contract after so much time had passed. I again explained all that had transpired, that all the contracts had to be re-written as Conns did not uphold the initial price match guarantee then re-written again due to a Conn 's error with the due date. I stated that these were not problems I had created but rather they were issues created by Conns and that my initial contract had all the insurances on it and that had the price match guarantee been upheld that we would not be having this conversation. They said sorry, they could not do anything. I asked to speak with a manager and was then placed on hold for over 15 minutes and then the line disconnected. 
I am now XXXX. At the time I purchased both items I was making over {$XXXX} per year and now receive {$XXXX} per month on XXXX. I can not afford the payment and I elected for the insurance incase of this exact issue. 
I have contacted the store but keep getting told that they can not do anything. 
Conns created this problem yet still wont help me.

Company response to consumer: Closed with explanation