Consumer complaint received 2025-09-04 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: ACIMA CREDIT, LLC
State: MA

Complaint narrative:
I made a purchase from XXXX 's XXXX with a value of XXXX plus tax ( XXXX including all taxes and fees ). 

I had been making additional payments in order close my lease for the lowest possible amount. Or so I thought. The week of XX/XX/XXXX, when my first early purchase amount was set, I could not access my Acima account through the website or through the app. 

I logged on today. The early purchase total showed XXXX. This is XXXX more than the initial purchase. My account showed that I have already paid XXXX. XXXX. I made a payment of XXXX plus tax ( XXXX ). This should have been a final payment to close my account. 

After my payment, the app says I've only paid XXXX... but XXXX. This math error leads me to question the earlier stated amount paid. 

I've added things up and looked at my early emails from you and from XXXX 's. 

My XXXX 's purchase with all taxes and fees totaled {$1600.00} In my email from Acima on XX/XX/XXXX First Payment {$66.00} plus tax Renewal bi_weekly Early Purchase Option {$1000.00} Early Purchase Date XX/XX/XXXX Initial payment XXXX + Optional {$650.00} paid on XX/XX/XXXX ( XXXX ) XXXX + ( XX/XX/XXXX ) XXXX + ( XX/XX/XXXX ) XXXX + ( XX/XX/XXXX ) XXXX + ( XX/XX/XXXX ) XXXX + ( XX/XX/XXXX ) XXXX + ( XXXX ) XXXX + ( XXXX ) XXXX = {$1200.00} This total plus the initial payments = {$1900.00} ( XXXX over the XXXX 's total ) Payments made XXXX = {$780.00} I know this is less than XXXX but I was under the impression that my additional payments were additional payments, not pre-pay payments. This whole time, I thought I was making payments toward the principal and that the scheduled bi-weekly payments were still bring made. I realized this was not the case just before the deadline. Nowhere on the portal is there a choice for how payments are applied, so it is implied that the additionsl payments went to principle. I tried numerous times to log on in XXXX before XX/XX/XXXX to make the final payment ( XXXX ), but it wouldn't load on the web version or the app version. The customer service chat wouldn't connect and I couldn't get through on the phone, even during the posted customer service hours, every time I tried within the first 10 days of XXXX. 

There are many many accounting errors with the Acima lease payment system. There are also many failures in their app, website, customer service chat, etc. The whole program is deceptive and was predatory. They wouldn't let me prepay as much as I wanted at the time of purchase claiming the system wouldn't allow it. The agent assured me it would be easy for me to make additional payments and pay it off early. I was not thoroughly walked through everything. I was emailed the terms and conditions to review later rather thsn being given the thorough information before signing up. I was rushed through sign up so the agent could simultaneously work with another customer. 

It is my firm belief that my account should be considered paid in full due to all the miscommunication, deception, technical issues, and lack of customer service when I need ( XXXX ) it. I have already made payments in excess of my purchase amount. Even after my most recent payment, they want me to pay another {$1300.00} + " applicable '' taxes today to close the account or {$2300.00} + " applicable '' taxes ( or more ) over the next several months. 

They haven't responded to my customer service email from XXXX. They kept booting me off live chat on XXXX, and terminating all my customer support phone calls XXXX.

Company response to consumer: Closed with explanation