Consumer complaint received 2023-02-07
Company: Conn's, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XXXX I purchased an electric range for one of my rental properties at the Conns location in XXXX Texas using the XXXX credit card that I was approved for through XXXX XXXX On XX/XX/XXXX I returned to Conns after they notified me upon delivery of the electric range that I needed to exchange the electric range for a gas range. I was issued a receipt and delivery was schedule with the agreement that they would also retrieve the electric range that was delivered and uncrate and install the gas range. When the gas range was delivered it was not installed and was not even uncrated. Nor was the electric range retrieved. I had to hire someone to help me load both ranges on my truck to deliver them both back to Conns. XXXX XXXX who is the store manager inspected both of the ranges and processed both returns. I received receipts for my returns minus the restocking fees however Conns has yet to notify XXXXXXXX XXXX of the credits to my account that are due. I have reached out to XXXX however they have stated that the have to receive the notice from Conns in order to reverse the billing. Meanwhile I am making monthly payments for something that I do not have in order to protect my credit. Since XXXX XXXX, XXXX I have called and gone numerous time in person to Conns to speak with them about this matter. On XX/XX/XXXX I called the XXXX 's customer service line because I received a bill. I was told that the credit for the gas range was not posted to my account. XX/XX/XXXX after several attempts to resolve the issue with Conns. I contacted XXXX and spoke with XXXX ID # XXXX to file a complaint. XXXX informed me that it could take up to 60 days to complete my dispute. On XX/XX/XXXX I spoke with XXXX at XXXX to confirm that once the credit was processed that I would be reimbursed for the XXXX payment I was making. She said yes I would be reimbursed for any payments received before the issue is resolved. On XX/XX/XXXX I spoke with XXXX at Conns and she stated that the store has to credit my account and that the Conns credit card only does what the store puts in the system. She says that it will only finance what was purchased. on XX/XX/XXXX @ XXXX I went to Conns and spoke with XXXX and a female with Long Blonde hair ( I did not get her name ). They spoke with another guy who had a boot on his foot who's name I didn't get and he said that they will again email someone at XXXX XXXX and explain the credit and refund the full amount because of the problems I have been having. XXXX tried to explain that the only balance I should have is XXXX and that they would refund that and zero out my balance. I didn't understand it but he said that it would zero out my account even though I was still receiving a bill showing {$730.00}. On XX/XX/XXXX @ XXXX I called Conns spoke with XXXX XXXX and asked for XXXX. She told me that XXXX was in the middle of something and couldn't come to the phone. I told her why I was calling and she placed me on hold for XXXX minutes and came back and said that Per XXXX " he had sent an email and was waiting for a response and that the credit would be processed by the next day ''. On XX/XX/XXXX at XXXX I went to the store to speak with XXXX XXXX It just so happened that the district manager XXXX XXXX was present. Instead of him trying to be helpful he started making excuses saying that " the store had been closed for remodeling and that they were also having problems with their system which is why it hadn't been resolved '', then he starting questioning if I had a " legitimate return '' and if the manager had indeed " saw and touched the ranges that were supposedly returned? '' I felt then as though it was a XXXX thing, like because I was XXXX I might have been trying to do something fraudulent. I'm a XXXX XXXX XXXX XXXX, college educated, business owner, landlord and corporate worker that has NO NEED to steal anything. XXXX has gone as far as to give me his personal cell phone number to call him. He has been nice but has not done anything to resolve my issue. I went back to Conns on XX/XX/XXXX and spoke with XXXX and he stated that my issue would be fixed " tomorrow '' ( XX/XX/XXXX ). I asked him about the payments that I have made on this account and he stated that I would receive the funds in the form of a check. today is XX/XX/XXXX and I still have nothing but empty promises. I just want my credit and refund for all that I have paid out due to this unprofessional handling of my account.

Company response to consumer: Closed with explanation