Consumer complaint received 2025-04-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: Continental Finance Company, LLC
State: TX

Complaint narrative:
I recently as of XX/XX/year> opened a account with XXXX XXXX.Days before my first payment was due I attempted to make a payment but it seemed as if my options were limited to making a ACH transaction only. It didn't provide any other alternative options that were stated in the agreement. I continued to attempt a payment using my only option but I never received a payment confirmation so I considered the payment unsuccessful and nothing reflected on my bank account either that a attempt was made from the credit card company to take any funds from my checking account. I decided to leave the issue until the payment date was due. Little did I know that the amount I attempted to previously pay would be stored for a automatic attempt to charge my checking at a later date. I never received any notification from both the credit card company nor my bank. During the begining extending to mid XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I attempted to login and try to make a payment but once again I didn't see any confirmation that any payment was getting through. Please take note that during my failed attempts I didn't transfer any funds to my checking account to be withdrawn because I didn't think nor expect any funds to be withdrawn. Finally I noticed a payment that reflected on my credit card account but seemed to be from a auto payment that I didn't recall setting up. By this time I was confused but made sure to send two more payments in order to make sure my account would be payed down and in good standing. There was no notice mailed, emailed nor any attempt to contact me through my credit account message service or notification sent via text message. My account is still up and running normally and I'm still able to access all the services provided by the credit card company. My card was actually still able to be charged, interest rates, and any additional fees were still being charged to my account. 
Then I noticed something odd. While checking some discrepancies on my credit reports, I noticed that the credit card company just reported my account to have been closed the previous month despite the report submitted just within these past few days. I attempted to use my card with no success so that is when I decided to call to get this error corrected. While being on hold for an hour I logged into my account online and noticed some recent changes and my statements were now available for me to review. My transaction history was also updated and this is when I noticed that the credit card company had attempted to charge my bank checking account and had backdated the attempted time back to the same dates that I attempted to send a ACH transaction. My bank could verify there was not any attempt from this any credit card company to withdrawal funds at the dates stated. They never sent me any notification that they tried. The only confirmations I ever received during the entire time was my last three successful attempts to pay and two emails notifying me to changes in the credit card services agreement clause. None of this recent information was available nor reflected on to my account before. When I finally was able to reach out to customer service representative. She refused to help resolve the issue and was quit to ignore anything I had to say. Her intentions were to dismiss me and try to tell me that she can't do anything about it and to read the credit card services agreement. That she will close all access to the account which of course was still obviously open. She attempted to state that they can close the account with our reason and PRIOR notification but this account was deemed as a default according to what she was trying to use as explanation so according to policies I was supposed to be given notice. Maybe not prior notice but I need to be given notice at some point. No attempt was made. They have many ways that are convenient to send notice. Id any attempt was sent and failed then they have many other options which they didn't exercise. They didn't because there were many mistakes made on their part in payment processing and serious breakdown in communicating any information to me. Not even any confirmation. As a result of their major blunder, my credit report has been seriously negatively affected. Not only was it impacted negatively during their initial credit inquiry, the new opened account also had a impact, they updated my credit report with a over limit balance and finally reported the account closed. During their most recent updates, they didn't include any changes to my balance with reflecting my 3 successful payments that were made from late XXXX and of XXXX. The updates they made where just sent recently. I attempted to ask the customer service rep for further assistance and requested a manager but I was put on hold for another hour until I realized she put me on hold with no intention of getting a manager. I waited over an hour and a half before I hung up. A total of almost 3 hours of waiting just to be dismissed and neglected by poor customer service and no effort to resolve this issue. Not only is my credit ruined but I was charged a yearly credit services fee of {$120.00} late fees, returned check fees, and Interest fees that I already paid for because I wasn't told that they closed my account. Either the company that owns XXXX XXXX refunds every single fee they had me pay and completely wipe any bit of information they had reported or they need to correct the issue and provide the services I have already paid for and keep my account open. They contradicted their own legal policy 's and failed to provide me with proper confirmation the first attempted transactions and failed to provide me with notice of any changes to my account and most of all refused to provide services that I paid for according to consumer law.

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