Consumer complaint received 2025-06-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: Continental Finance Company, LLC
State: NC

Complaint narrative:
I made a call to Continental Finance regarding my XXXX XXXX on XX/XX/XXXX, and spoke to XXXX after missing one payment in XX/XX/XXXX. I explained that I was experiencing ongoing hardship, and although I had been able to make payments thus far, I could no longer keep up with them. I was placed on a six-payment hardship program and was advised that it would take effect as of XX/XX/XXXX, and that my credit report would re-age after three monthly on-time payments. I then received a letter stating that the program required payment by XX/XX/XXXX. I called on XX/XX/XXXX, and spoke with XXXX, who informed me that I had set up a hardship program on XX/XX/XXXX, which was to take effect on XX/XX/XXXX. However, the letter indicated that the payment was due by XX/XX/XXXX. She told me that as long as the payment was made within the month due, it would be fine and said to make a payment by the XXXX of the month. Subsequently, I received a letter dated XX/XX/XXXX, stating I had missed two consecutive payments on the hardship program. I was initially told the program would be effective as of XX/XX/XXXX, and no mention was made when I spoke to XXXX on XX/XX/XXXX, when I brought my initial communication to her attention. All agents I talked to were outside of the XXXX My account is closed as part of the arrangement. I was never offered the opportunity to contact credit protection instead of closing my account until I inquired on XX/XX/XXXX, following the receipt of the letter dated XX/XX/XXXX. Ironically, XXXX answered my call on XX/XX/XXXX, and I asked about the re-aging ; however, she provided me with misinformation, stating that my account wouldn't re-age after three timely payments. I referred back to the misinformation provided on XX/XX/XXXX, and the misinformation she was again providing, and I asked for a supervisor. Supervisor XXXX apologized and informed me about the current option for another hardship program, which does not address the negative impact the previous contacts resulted in. I had to push for the credit protection number from XXXX. Then I asked to speak with someone in the XXXX. I talked to XXXX, a representative in the XXXX with credit protection. He said help is available to assist from XX/XX/XXXX, to XX/XX/XXXX. It would have been available when I called on XX/XX/XXXXXXXX  ; however, now that my account has been closed, any issues that occurred after XX/XX/XXXX, are no longer covered. This is due to a lack of assistance, inadequate knowledge, and misinformation from representatives outside the XXXX Consequently, no benefits are available through credit protection. I can not get the help that I need due to job loss as of XX/XX/XXXX, and my account did not have to be closed.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation