Consumer complaint received 2024-04-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Continental Finance Company, LLC
State: PA

Complaint narrative:
Surge XXXX XXXX XXXX XXXX This fraudulent predatory company has disparately affected my life and credit report as an XXXXXXXX XXXX mother of a XXXXXXXX XXXX, ultimately preventing me from moving forward in my path to home ownership because of their inaccurate reporting and discriminatory practices of not communicating or responding to consumers in a reasonable timeframe thus far violating multiple Fair Credit Regulations with False statements, and refusal to notify management when escalation is requested, are just some of the negative occurrences I endured through my time with this card, junk fees, ontop of inaccurate credit reporting, it simply feels like I have been scammed. My child begun having uncontrollable XXXX back in late XXXX of XXXX. Which ultimately, she was diagnosed as XXXX and I had to go on XXXX to care for her because we were spending majority of our months in the hospital while she was under testing repeatedly or recovering from XXXX. I did notify this company of the situation and asked them if they had anything to help offset the payments that would be upcoming because of our current medical emergency in XXXX which at that time I was having pregnant having complications with my XXXX, XXXX and had a sick child mid diagnosis of a XXXX would have.. I called twice begging for help or solutions but was told nothing was avaible. The first charges appear in the first week of XXXX but the site said my first bill wasnt due XX/XX/XXXX on the first date there which means the first actual bill I was responsible for since card only arrived to me in XXXX wouldve been due XXXX and they told me that my account was too new and they had no options to defer/ or hold off the payments, to avoid fees or prevent damage to my credit. I then called back in XXXX after I took a hardship Withdrawal from My XXXX to rectify all of my affairs and requested to speak with a XXXX to pay my bill and to see if, they could possibly remediate the harm the late remarks had done to my report, like my other credit card company just did .. remove some of the fees or reporting of late payments whatever and give me a payment plan so I could pay to get our affairs back on track. I informed the agent that I hadnt heard from them since I called to tell them that I had left my wallet in an XXXX when rushing my sick child to hospital back in XXXX XXXX so I wasnt even sure if all the charges was mines cuz I literally only had the card XXXX before it was lost and when I logged online I seen lots of fees but I had informed them That my child was living in hospital and I was out of work dealing with that, and I too was dealing with sickness wise. First He said that I never called, and called me a liar and begun being extremely combative then said XXXX no I did actually call in to report the card lost/stolen in XXXX once he seen it on the account but he said they never notated my account about the hardship and I said thats fine sir please just get a XXXX obviously u cant assist and I need to get this bill Paid so I can fix my credit and buy a house and this is the only thing holding me back and I do have my documentation from our hardship. He refused to get XXXX and kept saying a XXXX wont return any fees if I was looking to beg or remove the remarks From my credit that it wasnt possible and I could just pay with him and asking why I wanted a XXXX.!? And saying he didnt have to get a XXXX cuz he could assist me or just close my card, I said sir dont touch my card.. please get a manger. He said I had blocked them from calling my phone previously with a very sarcastic tone as to infer my predicament was my problem and I asked, sir why are u being so aggressive and XXXX Like nobody from surge or XXXX Has ever called me, then he said that they say a diff name when they call, XXXX like so how am I supposed to know who you all are if you all Are using a different name when u call?? XXXX I blocked a number I didnt know or company saying a name I have no dealings with. Please sir make it ..make sense He said that they say XXXX XXXX XXXX XXXX like how on earth would I know that surge is credit management?, instead of XXXX or the actual Bank lender I entered a contract with?. I then said sir I dont care honestly, my child is in the hospital, XXXX XXXX and sick and I just want to get these bills in order but not until I speak to management .... I need a XXXX so they can fix this account and I can get it paid up to date .. he refused, I asked him over XXXX times to escalate the call and transfer me to a XXXX even to XXXX XXXX I felt like I was physically literally begging and begun crying out loud in the phone because of this hsrrament as my child is in a helpless position I didnt understand why i deserved to be handled this way and XXXX just tryna correct my affairs and this random worker is being rude XXXX, belligerent and difficult. He then begin putting me on holds and acting like he was waiting on a XXXX. He did this for XXXX mins and kept picking up every XXXX Mins .. laughing saying all the managers were in meetings an I could just handle whatever I wanted with him but I insisted it wasnt a problem I would wait please get a XXXX .. he placed me on hold again and I said thats fine Ill wait .. he had me wait another XXXX mins before picking up the phone saying all managers are busy they wilCall u back and hanging up abruptly after me being in phone over XXXX waiting on a XXXX so I could pay my bill and possibly have XXXX of the fees fixed and complain on the guy I was on the phone with treating me so poorly. I waited over a week and a half for someone to return my call. They never did, after XXXX weeks I finally called back very upset and asked to be escalated to a XXXX and to speak with someone .. the woman then finally transferred me -and I told the XXXX what happened .. she apologized and when I told her what happened and that I was literally just tryna pay my bill But request a fee reimbursement she said my account had been closed earlier that week and I was livid because it was in their recorded call that I called to fix my account over XXXX and half weeks prior and their employee refused and lied and kept me on the line and never got a XXXX so I could pay or fix the account and this XXXX said she could see the call they would have to listen to it and investigate and would return my call so I could make payment or rectify .. and reopen once the call is reviewed and claimed they was going to investigate and call me back within XXXX business days. Its been 2 months, I have never heard back from them and they have charged off my account and reported months late where there legally wasnt a bill on the account the I was responsible for and have ultimately caused adverse actions in my life and credit and great harm to come to my XXXX child who depends on my credit and livilhood being intact to keep a roof on our head when shes not facing an medical emergency .. and I find it very offensive that because I was an XXXX American woman reporting a hardship With XXXX I was treated less then fair and like a second rate citizen .. not given the same service as those who find themselves in similar situations with different skin tones. Or even the opportunity to fix this account that they had documented proof of me calling to fix in more then enough time. This company records their calls .. please pull the tapes, I called to fix my bill and was mocked, nitpicked and ridiculed by their representative for our XXXX and hardships who was rude, abrasive, XXXX and refused me the service of getting a XXXX to complete my transaction and now I am the only person suffering. In accordance to regulation Z I had the right to speak with management and dispute or request a few investigation of any late charge, or disrespect encountered while I had this card and they have violated the basics of fair lending by allowing representatives to deny consumers access to management, disputes, and other wise harrowingly refusing to service an already distressed card member is not only sick but predatory when they refused to actually investigate my claims or respond notify me of results in a timely manner. They have written the debt off and claimed it as profit and received a XXXX for it but is now currently reporting negatively on my report and never actually conducted an investigation, or provided proof if investigation or resolution nor rectified the XXXX behavior of their employee or notified me of any of it and have ignored my atrempts to get answers. And now is having another company pursue this debt that shouldnt even exsist if they had competent workers who actually investigated disputes or got the manger when begged to be allowed to speak with management on my then open account, So now despite XXXX getting paid from writting the debt off on their taxes they are looking to be paid twice actually by illegally discharging premature because it was literally bit over 60 days past due, the fees on the card were from junk fees piled on by them of over XXXX and not properly investigating or responding in a timely matter after being notified of the mishaps. On top Of the countless junk fees, a late fee for a bill that wasnt due yet, and countless other they added to the balance and inaccuracies in the payment history. And some fraud charges being present that I was denied an opportunity to address and dispute with management ontop of me having documented proof them inaccurately unjustly reporting incorrect information to the credit beareaus til this day.. how could an account that was only XXXX late in XXXX be legally XXXX On the XXXX .. when it wasnt closed that day when I called and spoke to their agent or signed in online .. and viewed it while the rude man who refused to get a XXXX and ll chatted??? ... If this wrong is not rectified I will be seeking legal counsel to sue them in court for the disparate treatment, XXXX antics of the guy who laughed at my childs XXXX and mocked my hardship, XXXX to get a XXXX and seeking monetary reparations for the lack of investigation, correspondence in a timely manner as well as formal acknowledgment of their wrong doing from the harm their negligence has caused to my credit and life to suffer since I was denied the chance to pay or rectify an open active account and subsequently punished for reporting this by a person acting as a representative for them, who closed my account premature without consent. They closed my account and never investigated even after I called back to notify their management and have calls pulled, I have not been contacted back or notified of anything. No one reached out to me with an update to the investigation or dispute and nothing was sent, in regards to the account being prematurely charged off. Please hold this predatory XXXX company responsible for these actions. I saved a screenshot from the halfway through that phonecall when the representative cursed me, laughed, mocked my dire needs situation/ hardship and refused to assist me or get XXXX then kept me on an extended hold pretending to get management just to hang up XXXX mins later despite it already being a XXXX min convo of us going back and forth and me begging for a XXXX. XXXX of the reporting dates on the credit report clearly showing this card was closed premature. The XXXX XXXX XXXX was put in place to prevent these kinds of behaviors. This cant be legal and it feels unfair, predatory, prejudice and discriminatory. XXXX please hold them accountable for their actions and inactions as it regards me a protected class a pregnant XXXX American mother with a XXXX caring for a XXXX child with severe health issues. This complaint is on Surge XXXX, And XXXX XXXX and XXXX XXXX as the agent called them on the phone. They have not responded to any of my formal written letters that I mailed out either and are gaslighting claiming to have sold the debt to which obviously I already mentioned that they act as an intermediary company to them when the card is open so that is forsure double dipping which should be another crime. I did contact the credit bureaus since it seems to be impossible to reach this company, and they have failed at accurately making them verify the misinformation .. despite the proof being in the report and just been just as incompetent in getting this resolved or having the information on my credit report validated for accuracy to make my file more accurate. This ultimately is my last attempt to mediate before I file civilly for the disparate uncivil treatment and predatory practices this company is inflicting on minority borrowers seeking monetary compensation. 

XXXX received XX/XX/XXXX First bill was scheduled to be due XX/XX/XXXX yet it had a XXXX dollar late fee XXXX member fee, and XXXX more in late fees which would have meant the first XXXX late that could be reported would be XXXX how was the card then closed the very next month??? ontop of XXXX dollars in fees in XXXX not including interest And XXXX in fees in XXXX for a card not open more the 4 months and prematurely closed by an overzealous XXXX employee who refused to get the XXXX so I could pay my open card and have some of the fees disputed. Please make it ..make sense .. its predatory lending at its finest A XXXX balance with almost XXXX in fees XXXX months please review this company asap!!! And the only resolve is to have the card/ account completely removed From my credit history at this point if it cant be reopened and everything rectified I want my credit returned to the state it was in before they disparately denied me an m opportunity to service / dispute/ escalate to a manger and pay my bill and failed to investigate or update me at all in a timely manner

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