Consumer complaint received 2024-12-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CLGF Holdco 1, LLC
State: GA

Complaint narrative:
When making payments starting with very first payment double payments being withdrawn from card used to make payment. When calling to dispute and request refund was informed they did not do refunds to dispute with my debit card. I did and got new card, but still when making my payment the same thing would occur every time. Causing other bills on autopay to be returned and costing alot of money. Would call each time to correct issue and was never given any solutions. Made payment in XXXX due to needing card for XXXX XXXX and seen suddenly they was withholding my payment. I spoke to a manager and explained the ongoing situation and expressed my concerns with the companies actions, the manager was very rude and unhelpful and scoffed stating the company could do what they pleased and I had signed the agreement. I told her that nothing I had read in the agreement I signed stated my money would be stolen and not returned or withheld from me at the companies discretion. She replied it was in there and I told her I would see if I could have an attorney look over it then since I was missing it or not understanding the language used within it. This was in XXXX. In XXXX, I went to log into the account to make my payment and found my info was no longer working, called to get my account number in order to reset my password and was given an account number that was not correct and was never able to log in. XXXX once more i contacted company and in the 2 hour long conversation with a manager she disclosed that the previous manager had flagged my account as represented by an attorney and automatically locked me out and I would have to create new login info. When asked why the wrong account number had been provided I got no response, I asked how what the manager had done was allowed or even legal and was told it was not allowed and the manager who had done it would be spoken with regarding the matter, and I was supposed to be called back within 7 days. I asked what was going to be done pertaining to my account, because it was not my fault I had been unable to pay my bills during the time this occured and should not be expected to pay the XXXX late fees of XXXX each and 3 months past due since it was the actions of someone within there company that had prevented me from being able to. I offered to pay the monthly amount if the would correct the past due expenses and allow me to continue paying as I had been before since I had never once missed a payment until this occured. They refused and said I could pay the XXXX past due and they would credit it to the account for future payment that was due but could offer nothing else to correct the matter. Which I refused, i waited the week to be called back and never got one. Tried a final time to get the matter corrected and the manager on the phone kept trying to manipulate me into paying the amount and in the end blatently ignored what I was asking and just kept asking if i was ready to make the payment which would only be accepted if full payment was being made. I told them to close the account and I would handle it that way. They still have not done so and have continued charging me and no resolution has been offered.

Company response to consumer: Closed with explanation