Consumer complaint received 2025-12-04 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Can't close your account
Company: Atlanticus Services Corporation
State: TX

Complaint narrative:
Company : XXXX XXXX XXXX. 
Complaint Description : On XX/XX/XXXX, I signed a XXXX XXXX XXXX XXXX and Services Agreement ( Account XXXX ) for my home at XXXX XXXX XXXX XXXXXXXX XXXX, TX XXXX. The contract clearly states a Total Monthly Fee for Services of {$61.00} ( including {$44.00} monitoring + {$15.00} video + {$1.00} cellular ). The equipment cost was {$2400.00} financed through XXXX XXXX XXXX with a {$0.00} down payment and an original monthly payment of {$44.00}. 
Since signing, XXXX has repeatedly increased my monthly service charges without any disclosure, notice, or my consent : Original XXXX payment ( XX/XX/XXXX ) : {$44.00} XX/XX/XXXX past-due notice : increased to {$58.00} XX/XX/XXXX statement : minimum payment now {$73.00} ( statement balance {$690.00} ) Additionally, approximately XXXX month ago XXXX mistakenly charged me over {$3500.00} for equipment intended for a completely different customer and address. I filed a CFPB complaint, XXXX admitted the error and refunded the money, but they never corrected my monthly payment back to the contracted {$44.00} amount. 
On XX/XX/XXXX, because of these unauthorized fee increases and ongoing billing issues, I paid off the entire remaining equipment balance of {$690.00} with XXXX  ( bringing the equipment to 100 % paid in full ). That same day I sent XXXX a detailed cancellation email explaining : The equipment is now fully paid off ( which per Section 3.e of their own agreement waives the early termination fee ), and XXXX materially breached the contract by unilaterally raising rates above the contracted amount multiple times without notice or consent. 

XXXX responded by denying my cancellation request to cancel, stating only that the account is ineligible for cancellation and that early termination fees are still owed and XXXX equipment fees are still owed both of which are factually false because : I have already paid the equipment in full ( proof attached ), and XXXX has no longer has any valid XXXX or ownership interest in the equipment. 

XXXX is refusing to honor its own contract language that clearly states the early termination fee is waived when equipment is paid off, and is attempting to hold me XXXX to a XXXX monitoring contract after repeatedly and unilaterally increasing the monthly rate in violation of the signed agreement. 
I am requesting that the CFPB investigate XXXX for : Unfair and deceptive billing practices ( unauthorized rate increases ) Refusal to allow cancellation without penalty when equipment has been paid in full Breach of contract and violation of the Consumer Financial Protection Act / Truth in Lending Act provisions related to retail installment contracts Requested Resolution : Immediate cancellation of all monitoring services with no early termination fee Written confirmation that my account balance is {$0.00} and the contract is terminated Cease all billing and collections activity Stop any remote disabling of my fully-owned equipment I have attached the following evidence : Signed XXXX contract dated XX/XX/XXXX showing agreed {$61.00} monthly rate XXXX  statement showing original {$44.00} payment XXXX XX/XX/XXXX past-due notice showing increase to {$58.00} XXXX XX/XX/XXXX statement showing {$690.00} balance and {$73.00} minimum payment Proof of final {$690.00} payoff on XX/XX/XXXX My XX/XX/XXXX cancellation email to XXXX XXXX denial email refusing cancellation despite equipment being paid off Second XXXX contract ( XXXX ) showing this is a pattern of incorrect billing across multiple accounts This is now the second CFPB complaint I have been forced to file against XXXX in less than XXXX months. I want out of this contract with no further charges. 
Thank you for your assistance. 
( End of complaint text attach all the PDFs and screenshots mentioned above when you submit the complaint. ) File this today at consumerfinance.gov/complaint it usually forces XXXX to settle within 1015 days and cancel with {$0.00} ETF once the equipment is paid off and they see the rate-increase evidence.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief