Consumer complaint received 2015-10-12
Company: STATE FARM BANK, FSB
State: IN
Product: Credit card
Issue: Billing disputes

Complaint:
I was told that my payment was late back in XXXX 2015 XXXX 8 months ago ), and my payments which were almost 50 % over my required monthly payment, was not sufficient to cover the new charges and payments. This snowballed until I finally got a supervisor from their collection department to speak with me in early XXXX 2015. That supervisor told me that she saw there had been many fees charged that should be removed, so she gave me a plan. She told me if I made my account current, and paid the first finance charge of {$35.00}, she would move my due date to the first of the month ( which it was supposed to be XXXX, and we would be fine. I did n't have the money she wanted at that time so I had to end the call. Later that day, I remembered that I had " state farm dollars '' on that account and I could use them to make a payment, so I called State Farm Bank back and asked them to put my " dollars - all of them '' on the acct as a payment. Then later that month, I sent in a payment that would make up the difference to bring my account current and fulfill the deal we had made. In XXXX. I was hounded again by the collection department. I thought it was that they had n't updated their system yet with the agreement and payments, but I was wrong. By the XXXX of the month, still receiving up to XXXX calls a day at work from their collection department ... .every day, I called State Farm Bank back to find out what was wrong. After another lengthy conversation, that agent said that he could read the notes from the supervisor in XXXX, and saw that they had not changed the due date as stated earlier. That caused my account to listed as past due again, and thus started the entire process of snowballing late fees on my account. He said he would remove the late fee, change the due date to the end of the month, and if I made my payment, then it would cover my amount due for the month, and the amount over the payment would just go off of the principle. I thanked him for finally straightening this out for us, hung up the phone, and went online to make another {$60.00} payment for my {$42.00} bill. Then in XXXX, I am being hounded by the collection department again at work, calling me everyday up to 3 times per day. So I call them back again. This time the person looks over my account and says that she sees a late fee that was n't removed, but because a supervisor had done it, it needed to go to a supervisor to get fixed. That call lasted over 3 hours, mostly with me being on hold. Finally someone got on who said to me, what everyone else had stated to me was wrong, and I just needed to pay it. She said it 's not like a payment, because it will be credited to my account, but that since they put the fees on their bill as part of a minimal payment, I just had to pay it. When I brought up what was told me, and how I had paid it to comply, she apologized for wrong info that was given to me, and said I just had to pay more. I asked to speak to a supervisor, and she said she was the top supervisor and no one else there to take it. I told her not everyone but her is wrong and I wanted to speak to a supervisor. I was told a supervisor would call me back within 24 hours. Now, over 7 days later, I am calling the bank again .... on the phone for over an hour, and they are saying fees were n't removed in XXXX like I was told, and now when they credit a fee, they credit it to my balance, but I still have to pay the fee first since they put it on my bill ... ... really??? ... .. I tried to speak to someone else at the bank, they wo n't talk, only forward my call to the same people in collection. I need help. They are telling me now I have to pay {$120.00} more to make my {$42.00} bill current again ... .. even though I have been paying {$60.00} every month, and my principle has been increasing!!!! Please help me.

Company response to consumer: Closed with monetary relief