Consumer complaint received 2025-12-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: Atlanticus Services Corporation
State: IL

Complaint narrative:
I had changed my cell phone carrier back in XXXX of XXXX. Before my payment was due for Imagine XXXX  company, I was unable to login to my online account due the phone number not being recognized. This is common-Im aware, as I had to update my phone number with my other XXXX/ banking companies online portals as well. 

XXXX I would get a pop-up that reads " Additional Authentication XXXX A new Verification Code has been sentXXXX  We noticed that you are signing in from a device we don't recognize. For security purposes please enter the verification code we sent to your email/mobile device. '' Obviously, I am unable to get the verification code because it is going to my old phone XXXX XXXX  Prior to thisXXXX 

XX/XX/XXXX, XXXX Is when I intially spoke with this XXXX  company, Imagine. Letting them know I need to update my ph #, they were seemingly sending me a valid link to my new ph # that I both verbally and by email had provided XXXX  the link prompted me to upload my XXXX XXXX successfully uploaded but I was told by the rep on the phone it was not working- I was advised by them to give it some timeXXXX  they may be having a system issue. Fine... 


XX/XX/XXXX, I received an email from Imagine asking that I respond to their email that read, '' In order to update your contact info on the account to send your current phone number in hyphenated format. Done. Still unable to login... 

XX/XX/XXXX I called Imagine againXXXX ( AFTER attempting to access online portal unsuccessfully.. again ) to explain the above XXXX Representative was able to send me an email ( TO MY EMAIL THAT IS ON FILE WITH THEM ) as a response to me not being able to login which had a list of " Required Documents '' for their Identity Information Verification. " We received your request to update your identity information. We will update your information upon receipt of the following information : -DOB Change. Copy of birth certificate, DL or state ID. 
-SSN Change. A copy of SSN Card.

-Name change. A copy of marriage certificate, DL, state ID, court doc, divorce decree or SS card. 
While on the phone with the rep, I expressed that I didnt even need all of those records to initially open the account. Requesting a photo ID/DL was reasonable... all else was excessive. Furthermore, The rep could NOT provide me a valid reason for why so many documents were needed for a phone number change. SS XXXX  was ALSO provided/confirmed. I did ask if they required one docuemt over the other from the list.. the rep says they needed everything from the list. I declined. 

XXXX received from Imagine stating that they see I was able to login on XX/XX/XXXX and to let them know if I was still facing login issues. 

?? What did a login from a month prior have to do with anytning... when I'd obvisouly contacted them almost a month later to let them know I had just gotten a new phone number. 

Remember, On XX/XX/XXXX .. I had already uploaded a photo of my DL, Both Front and Back to the link they initially provided to me. May I add that while on the phone with a rep, I was also asked to verbally provide this info.

So, I was unable to receive a verification code to my email but for their " Required list of documents .. '' The email was able to get through to me.

After days of back and forth with this company, I elected to have the account closed.Since then, company has been calling me every day from different phone numbers, with different area codes. 

I at first made minimum payments to account hoping they would reach a resolve at some point- but I have been provided no statements, no payment receipts, etc. 

I followed up again. 

XX/XX/XXXX, I spoke to a rep today to get clarification on the balance due and the due date. I stated that I WOULD pay XXXX that is due on the account on XX/XX/XXXX. The rep first stated this was OKAY she then said that in order to avoid a late fee it must be paid on XX/XX/XXXX and that they would just take it out of my account? 

I responded that XXXX That is not what I agreed to. And inquired how would the payment be late if the due date is on the day that I elected to pay. I know payments are usually due before the evening of said business day. The rep had no straight answer- I continued that, I called to let you guys know the date that I will be making payment on the account so that it can be notated. XXXX seemed disappointed that I chose to NOT have them go into my account themselves to collect payment. 

I was then left wondering, what account information would they even have of mine? 

This entire ordeal has caused uneccessary stress to me as a consumer, the harassing phone calls, the incompetency as a company and the lack of urgency to update a phone number has brought me to this point. I would never recommend anyone to this company and I would like to file this report as my suspicion of fraud, withholding consumer info, denying access to a consumer for their statement info, payment dates and balance inquiries for accuracy. 

I understand consumer identity protection but larger household banking/XXXX  companies doesnt even have a system this rigorous. I had to update my phone number with everyone. Imagine made it impossible for me. 

Thank you.

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