Consumer complaint received 2020-12-12 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Conn's, Inc.
State: TX

Complaint narrative:
On XX/XX/XXXX, I was approved for {$3500.00} credit with Conn 's. On XX/XX/XXXX, I visited the Conn 's located at XXXX XXXX XXXX XXXX, XXXX, TX XXXX, ( XXXX ) XXXX to select a bedroom set and grill. During the finalization of the transaction, I was asked to sign the agreement on what appeared to be an XXXX housed in a protective cover. The screen made reading the information obscure, so asked if a copy could be sent to my email. A copy was never sent. I was then told how much I would pay, and I left. The next day, XX/XX/XXXX, I called that Conn 's to cancel the bedroom furniture, but keep the grill. I was told someone would return my call, but after not hearing back from anyone there, I visited the store in person to cancel the bedroom furniture. I asked if I needed to sign anything because of the change and was told no. I was also told that it was not a problem and the grill would be delivered as scheduled. At the time of agreement, I requested that the grill be assembled, which was a {$30.00} fee. The entire purchase was predicated on a 12 month interest free with free delivery agreement, which was advertised throughout the Conn 's showroom. The grill was delivered assembled as scheduled. A month later when I attempted to make my first payment online, I encountered a problem setting up the online account. I contacted the store where I purchased the grill and was told that I had to make the payments at that store 's location. This was difficult because of my work schedule at the time. No one was able to assist me with accessing the account online. When I finally gained access, the website showed that I owed more than XXXX XXXX dollars for the grill. I was finally able to go into the store in XXXX and make the very first payment. When I questioned them about the amount that was displayed on that login, they could not explain. I then asked for a copy of the agreement again, but never received it. I returned to the store in XXXX to make another payment. This is when I learned that the balance for a {$430.00} grill was now almost {$1000.00}. I was also told that it was a loan and not Conn 's credit as I originally thought. I was also told that there was interest and insurance involved that total. I requested to speak with manager after manager, and was told that everything was being done to resolve this issue. Nothing was ever done to help resolve this issue, so in XX/XX/XXXX, I filed a complaint with the XXXX XXXX XXXX siting the same issues I'm siting here. A representative responded that they would change the contract to fix the issue. The contract that was sent showed the same over priced balance. When I pointed this out in a response on the XXXX claim, I was then told that a new contract would be created to resolve the issue. This time, Conn 's waited until after the deadline for my response to move forward or close the matter with them before sending a second contract which didn't change the terms. After that, I received multiple contracts that were back dated and included the same high balance as before. I attempted to XXXX arrangements to settle this account, but they continued to demand that I pay over {$900.00}, even after already paying {$230.00}, which is half of what I actually owed. I never made another payment, and they never attempted to resolve this issue until recently I received mail stating that the balance would be charged off on XX/XX/XXXX if the balance wasn't paid. I called again in hopes of settling the account, but was still being quoted a high amount. On XX/XX/XXXX, I filed a complaint the FTC and I informed the rep with whom I had been communicating that I had file this complaint. A XXXX XXXX responded that day. I requested from him to provide me with a copy of charges and fees and the final payoff amount so that I could put this behind me. He responds two days after they charged it off to inform me that it was charged off for less than any of the agreements ever stated. Now I'm receiving several emails a day asking if I wish to settle the account. I believe that Conn 's is purposefully practicing deceptive trade practices, and decided to ignore my attempt to pay the balance in an attempt to further damage my credit with a charge off.

Company response to consumer: Closed with explanation