Complaints

This profile includes complaints for Continental Finance Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Continental Finance Company, LLC

  4550 Linden Hill Rd Ste 400 Wilmington, DE 19808-2952

  
• 

  Surge

  PO Box 3220 Buffalo, NY 14240

• 

  Cerulean Card

  PO Box 6812 Carol Stream, IL 60197

• 

  Reflex

  PO Box 3220 Buffalo, NY 14240

• 

  Continental Finance/Cerulean Credit Card

  PO Box 3220 Buffalo, NY 14240

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a late fee and am being harassed for non payment when my payment was made and made for the correct amount 8 days before the due date. A $30 charge and approximately $29 in interest fees have been charged to my account. The payment in question does show posted. My payment was due on 2/28 and was made on 2/20. I have proof of payment. I have been receiving harassing calls and texts demanding payment that has already been made.

  

  Business Response

  Date: 03/07/2025

  We appreciate the opportunity to investigate this customer's concerns, a written response has been sent. 

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.All they did was submit the evidence supporting my claim that I originally submitted proving my original claim that I had in fact made my payment and that they had charged me a late fee for non payment when in the picture provided you can clearly see my payment was made 8 days prior to the due date  what they have done is in direct violation of numerous laws including their own contracts   Resolution required is that the calls and texts cease, removal of all fees resulting from their error and my account being marked current    **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 23023324    

  

  Business Response

  Date: 03/24/2025

  We appreciate the opportunity to investigate this customer's concerns, a written response has been sent.

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted FIT Mastercard also referred to as Continental Finance in multiple fashions to close my credit card account ending in 5699 but I am still receiving billing statements for this account and the account is still showing open. I want this account closed immediately. I called and spoke with them on Saturday November 23, 2024 at 9:40a at phone number 866.449.4514, I also sent them a letter requesting the account be closed, this letter was received by them and signed for on 11/22/24. This account comes with hefty annual fees and I do not and will not be responsible for these fees should this account remain open in my name as I have followed all the guidelines per my contract to close this account and they are refusing to close it. I have attached proof of tracking for the letter, a recent statement and proof of the call I made. I have tried to contact them multiple other times but their customer service is extremely hard to get in touch with as there is always an excessive hold time of over 150 minutes and a placement of over 50 in a que no matter what time of days you call.

  

  Business Response

  Date: 02/04/2025

  We appreciate the opportunity to investigate this customer's concerns, a written response has been sent.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22855258
  

   

   

   

• Initial Complaint

  Date:01/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 2024 my credit company was bought out by Continental finance. The card was allegedly sent to the wrong address, and i have been trying to this situated since then. Currently this is adding late fees and hurting my credit severely. i have spoken on the phone multiple times to the back office people and no one can help me, or get a new card, or get me signed in to pay. The English is not clear, and they do not understand the issue at all. no email confirmation or balance to show. I want to get this resolved so it can quit being a negative impact on my credit and get on track so i close this account. I have no way to do anything without having the information, which they are withholding from me.

  

  Business Response

  Date: 01/29/2025

  We appreciate the opportunity to investigate this customer's concerns. A written response has been sent. 

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22834998
  

   

   

   

• Initial Complaint

  Date:12/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July of 2024, my credit card was going to expire , this company sent a new card with informing me or me requesting it , this card was stolen and used for fraudulent purchases in the amount of 653 dollars or so , I reported the fraud and they investigated and said ,because the physical card was used i needed to file a police report , I did so and followed all instructions , they changed their " how we do things " " fruad department " 3 times during this timeliness as every time I call for an update I get told I need to follow another set of completely different instructions , I've called dozens of times and spent hours on the phone attempting to resolve this issue and get information , while still being required to make the credit card payment s for the fraudulent purchases

  

  Business Response

  Date: 12/27/2024

  We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.

  Customer Answer

  Date: 01/11/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22715357

   

   

   

• Initial Complaint

  Date:11/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to a representative October 2024 about my reflex card due to i had experienced a hard ship and wanted to close the account and make payments. The rep said that she would instead place a hardship on my account and all i needed to do was make 3 payment to get me caught up and the will annotate my account so it won't keep reporting negativity. So I made my first payment in October and when it came time to make my 2nd payment the female rep named Lacinda said she didn't see anything about a hardship or payment arrangement. I responded with you can go back and listen to the call I made and the date should be seen when I last called in. She said she sees that I called in but it was to make a payment.

  

  Business Response

  Date: 12/03/2024

  We appreciate the opportunity to investigate this customer's concerns. A written response has been sent. 

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.i do not accept this because I never received any hardship paperwork and in order to accept i want my account closed and owe no other money due to their failure to assure me of hardship when their own customer service rep said there was no hardship in the system for me **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 22612498    

  

  Business Response

  Date: 12/17/2024

  We appreciate the opportunity to investigate this customer's concerns. A written response has been sent. 

• Initial Complaint

  Date:11/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB Representative, I am writing to formally dispute inaccurate information reported by Continental Finance on my credit file. After reviewing my credit report, I identified several discrepancies that require correction as they negatively affect my credit profile. The report states that my account was “charged-off” and reflects late payments, with only 71% of payments made on time. However, I believe these records are inaccurate or misrepresented. Specifically: 1. The account is listed as “Transferred,” but it also shows a "Charge-off," which is contradictory. 2. There is no clear explanation or documentation regarding the reason for the charge-off, and I was not notified of this status. 3. The payment history has inconsistencies, which I believe do not accurately reflect my efforts to manage this account. The inaccurate information is misleading and unfairly damaging my creditworthiness. I have made efforts to ensure accurate reporting, and I believe that Continental Finance has failed to uphold fair reporting standards under the Fair Credit Reporting Act (FCRA). I respectfully request that the BBB assist me in resolving this matter by reaching out to Continental Finance on my behalf. I am requesting that they verify the accuracy of their claims with supporting documentation or, if unable, promptly correct the account information to accurately reflect my payment history and account status. I trust the BBB will mediate this dispute fairly and ensure that Continental Finance complies with reporting obligations. I am happy to provide further details or documentation as needed. Please contact me at ************ ** ********************m with any questions. Thank you for your time and assistance. Sincerely,  

  

  Business Response

  Date: 11/26/2024

  We appreciate the opportunity to investigate this customer's concerns. A written response has been sent. 

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22591183
  

   

   

   

• Initial Complaint

  Date:11/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an issue with the credit card and I spoke to a rep who said my payment was declined but there was money in my account. After I used a 2nd account to make the payment they closed my account without any notice. I called to ask why my account was closed and I got the run around for 2 weeks. Finally I got someone who said because the payment was rejected, they closed my account, but if I could show that I had the money when the payment was made, they will open the account back. After I sent the documents, I heard nothing from them. I called 3 times and was told they would email me. I received no communication and was unable to speak with anyone from their back office. This is the worse customer service I have ever received. Now they are charging me $5.32 after I paid off the bill. There is no one to speak with about this charge I was told fees will be added. This is unacceptable, especially for a credit card company.

  

  Business Response

  Date: 11/13/2024

  We appreciate the opportunity to investigate this customer's concerns. A written response has been sent. 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Regards,

  Complaint ID: 22527828

   I was not notified that the payment bounced. I only realized after I logged into my account. The company has poor communication procedures as I had to reach out multiple times to get answers. My account was setup with the correct information but had saving checked and not checking. That was the reason the payments did not go through. I was not notified of this until I reached out to the company. All of this could have been avoided with a simple phone call. 

  This is the only company that has poor customer service.

   

   

• Initial Complaint

  Date:10/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Unauthorized Account on My Credit Report – Identity Theft Victim Complaint Details: Upon reviewing my credit report, I found an unauthorized account listed as TBOM/CONTFIN. I am a victim of identity theft and did not open or authorize this account. The details are as follows: Opened: 4/9/2019, Account Number: 516648XXXXXXXXXX, Balance: $2,289.00 Opened: 4/14/2022, Account Number: 516648XXXXXXXXXX, Balance: $2,626.00 Please remove these accounts from my report as they were fraudulently opened without my consent.

  

  Business Response

  Date: 10/30/2024

  We appreciate the opportunity to investigate this customer's concerns. A written response has been sent. 

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with CKS. I do not have a contract with this Collection agency. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 10/16/2024

  We appreciate the opportunity to investigate this customer's concerns. A written response has been sent. 

• Initial Complaint

  Date:10/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a membership fee on August 20, 2024, per the policy of Continental Finance (Build card) if I close my account and pay it off in full within 30 days AFTER being charged the $10 membership fee (charged August 20, 2024), I will be refunded the $10 membership fee if requested. I closed my account on September 2, 2024 and paid it off in full on September 5, 2024, all within the 30 days after being charged the membership fee. I have called multiple times and literally been on the phone for hours talking to multiple people, being hung up on, lied to, refused a supervisor, etc. Today October 6, 2024 I was told flat out that the "back office" reviewed my account and has denied my request to give me my refund, allegedly because my account is closed. Although, again it says in there card agreement that the account MUST be closed and paid in full to receive the membership fee refund. I did, everything exactly like it was supposed to be done per their own card agreement statement. I have attached a picture of their membership fee disclosure that is on the bottom of every statement they send, that explains the process of getting the membership fee refunded. I also attached two photos showing when I was charged the fee on August 20th and then the statement from September showing that the account was paid in full on September 5th. I simply want my refund of $10, it is principal at this point because that's what their card agreement states.

  

  Business Response

  Date: 10/09/2024

  We appreciate the opportunity to investigate the customer's concerns. A written response has been sent. 

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:

  I have reviewed the response to my original complaint and accept the terms as long as the refund check is actually received by me. I will wait for it to hopefully arrive in the mail. Regardless, it is ridiculous that I had to file a complaint with the BBB to get a simple $10 refund that was due to me. The refund should have been sent to me the very first time I called and requested it, because per their own policy it was due to me. They should retrain the people answering the phone to avoid all this hassle in the future!

  Regards,

  Complaint ID: 22387439