Consumer complaint received 2024-07-27 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Conn's, Inc.
State: TX

Complaint narrative:
I have an account with Conns since XXXX XXXX. The account is listed under XXXX XXXX, which I have asked to be corrected multiple times. My name is spelled XXXX XXXX. I have never been able to sign in to my actual loan acct just make payments, again I have asked for it to be corrected. 

XXXX XXXX, I requested a copy of my ledger ( *see attached ), to verify payoff so I could pay the loan in full. There are two major issues with my ledger and the loan itself. The first issue was found in the ledger dated, XXXX/XXXXXXXX regarding principal payments. The ledger shows three payments in which no principal was applied. *Please note the attached ledger with highlighted dates of XXXX/XXXXXXXX XXXX  and XXXX/XXXXXXXX. I noted this last year when I requested the ledger dated XX/XX/XXXXXXXX ( *see attached ) and spoke to customer service who said it would be addressed. I was told by customer service agents then and two customer service agents recently that in fact each payment should apply an amount to principal and interest. On XX/XX/XXXX I asked for a review of my ledger ( *see attached phone log ). When I received an email stating there were no errors, I sent another email asking questions about the contract ( *see attached ). 

Recently I was told my payments have been extended for 6 months, which is not reflected in my payment book or any documentation. Comparing the ledgers the one from XX/XX/XXXXXXXX  has 6 months added to it. As you can see from the phone log, I have called several times spoke to managers and promised someone would call me to go over the account. I have yet to receive any calls. 

Finally, the second issue that in reviewing the ledger I remembered in XX/XX/XXXXXXXX  I told the e salesperson I had XXXX  XXXX, yet I was charged {$290.00} for insurance. Please note I did not get an actual copy of the document until after XXXX that evening. In XXXX I called Conns asked for that to be removed. I was told I could have it removed but not from the loan. I filed a complaint with the XXXX asking for the insurance charges be removed from the loan as it would make a difference the amount charged for finance and interest charges. ( *see attached calculators ). Conns said they would correct it, yet it is still on the contract, a credit of {$290.00} credit was given and applied to principal but not removed from the loan calculations. 

I have been promised a call on several occasions. A supervisor told me there was no direct contact number for loan financing and assured me she would send an email and Cc : me on it. She said I should receive a call within XXXX hours. I am still being charged late fees and no one has contacted me. I have spoken to several financial institutions regarding a loan like this and they all agree a portion of each payment goes to principal and interest. 

I have missed a few payments this year due to XXXX, but I notified Conns and explained. I was told I was down to a little over {$300.00} and my loan would be paid off soon I have been a good customer, often paying additional payments, including a {$1500.00} payment in XXXX. When I made the payment of {$1500.00} in XXXXXXXX XXXX XXXX I also paid my monthly payment and had interest taken from both. Wouldnt one be strictly principal? Yet another question I would like addressed. I appreciate your assistance in this matter. 

Recently I filed a complaint with the XXXX  XXXX and recieved a response but the ledger they recived from Conns is different than the one provided ot me.

Company response to consumer: Closed with explanation