Consumer complaint received 2026-01-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: Atlanticus Services Corporation
State: DC

Complaint narrative:
XX/XX/XXXX - Contacted XXXX  XXXX customer service Account Specialist team to add my card, ending in XXXX to my XXXX XXXX XXXX. Customer Service verified all necessary information to confirm my identity, then stated I would still need to provide my Drivers License, Birth Certificate and Social Security Card. I advised that I did not feel safe sending this information via email or loading to their website due to recent security and data breach issues, and because I had already provided this information before ; including with my second XXXX ending in XXXX, which is already on my XXXX XXXX XXXX. XXXX  Account Specialist stated that my account would remain on hold, unable to make purchases, until this is provided. I then agreed to provide the information via their website. XXXX  Account Specialist then advised it would take 2 business days to process, and if I like, they can escalate and have someone call me back. I said that would be fine, as I prefer to know that my information is secure and not at risk for exposure or security breach. This happens too often where I have to provide my personally identifiable information over and over to this company, without any update or confidence in their ability to keep it secure. 

XX/XX/XXXX - Payment is due on my XXXX ending in XXXX, same card that is now on hold, and unable to make purchases. I attempted to pay the entire balance due on the card using the debit feature online, that immediately posts the payment to your account. I receive an error message stating " We are unable to process your debit card payment. Please call customer service for assistance. '' ( see attached screenshot ) I proceeded to call XXXX  Customer Service, again verifying my identity in several ways. I explained the situation in several ways to the CS Rep ; however, instead of listening, he insisted in speaking over me, then stating that he could not understand what I was saying. I asked if he can please transfer me to the technical support team or someone that could understand the technical issue I was facing. He said he would transfer me to the Supervisor. The Supervisor answered the call stating that they understand that my debit card payment was being declined ( which was not the case ). I proceeded to advise of the situation and the Supervisor stated we need to transfer you to the Account Specialist team, the team that had given me multiple challenges the day prior, just to verify my identity. I waited on hold for the transfer, however, the Supervisor returned stating that due to high call volumes they can not take my call and would have to call me back. I advised the Supervisor that I was already waiting on a call back, and since I won't be able to may my payment now, I will report the issue as it does not follow CFPB guidelines.

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