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Complaint Details
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Initial Complaint
11/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I opened a Surge Mastercard (via Continental Finance) account last summer. We unfortunately ran into some money troubles in the interim. As a result - and after Surge lopped on their annual $100 fee - I worked with my credit counseling firm (Navicore Solutions) to add my Surge card to our account. I had to skip one payment and made sure Navicore was fully aware of this. Navicore attempted to work with the Continental office on my account. My credit counselors told them about my one missing payment and negotiated a monthly rate. While this was going on, however, Surge called and harassed me on a daily basis. Continental immediately referred me to the credit rating agencies - which has NEVER happened with any other creditor in my Navicore account - and then did the exact same thing earlier this month. After their first referral my credit score finally crept up a bit, but after referring me a second time my credit score dropped FORTY-FIVE POINTS overnight! They are not only acting in bad faith but are also continuing to make my life miserable for no reason. Navicore is paying them each month and Continental flat-out refuses to work with Navicore or me. I am worried that this is going to completely ruin my credit score. I am seeking the BBB's help to rectify this situation. I appreciate your help.
Business response
11/24/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.Customer response
11/30/2021
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: 16146610
Initial Complaint
11/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Someone fraudulently opened a credit card in my name with this company and I am unable to get past the automated phone system to speak with anyone and stop the card without an account number. No other contact information provided on website.Business response
11/24/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.Initial Complaint
11/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On October 28, 2021 this company ran an inquiry on my credit. I did not authorize this inquiry, nor do I know what it's for. Seeing that they deal in credit cards I can only assume it was for a credit card that I never applied for. Attempts to contact this company have been in vain because their phone numbers listed are for automated systems only. Leaving you no way to contact an actual living person. My email attempt has met with no response. My next action is to file an identity theft report to my local authorities.Business response
11/22/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.Customer response
12/01/2021
I accept the business's response contingent upon the hard inquiry being removed from my credit report.Initial Complaint
11/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Fraud Charge was made on my Surge credit card on September 21, 2021, online. I noticed on my account that my home address and phone number had been changed to Florida. I have lived at my current address since 2017. I contacted Surge immediately to advise of said fraud charge and my personal information (Home address and phone number) had been changed. They put my account on "hold" and made the changes to my personal information to make it correct. I noticed a few days later, my personal information had changed...again and the fraud charge was still on my account. I contacted them on October 4th for the second time. They changed my personal information again to make it correct. They blocked my account and transferred me to lost/stolen dept. I contacted Customer Service to complete the fraud claim. I was told to contact them again in 10 days to get contact information on who is assigned my case and check status. My account would still be on "hold". I was required to continue making minimum payment to avoid late fees. I received a letter on October 11th advising I needed to contact fraud department and give a detailed explanation of circumstances or I could send a detailed explanation to Fraud Department. I contacted the phone number and extension to Fraud Department that was listed on letter. I received a voicemail. I wrote a 3 page, handwritten letter, along with documentation of every phone call and attempts to Surge to get this resolved. I sent certified on October 21st. Said letter was signed for on October 25th. On November 7th, I checked my account, online, and charge was still on account and account still on "hold". I tried to call in my minimum payment and was unable to make said payment. Therefore, my account is past due. I tried calling fraud department again on November 8th at 8:12a, CST, to which i received voicemail.....again. I left a detailed message. This has been going on for almost 2 months with no resolution. This is ridiculous. I need this resolvedBusiness response
11/18/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.Initial Complaint
10/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I opened a secured credit card some time ago. Secured amount was $300. I received a Matrix Secured card with $300 limit. At some point my account number was changed. The company raised my limit to $400. I closed the account on Sept 8, 2021. I inquired as to the deposit return. I was put on hold and told I'd receive my security deposit via mail within 30 days. Having not received it I called on October 5, was put on hold and was told by John I'd receive it within 7-10 days. I called again today October 19 and spoke to Ernesto who told me it takes 30 days to review. I told him it's been more than 30 days. He then told me someone would contact me in 24-48 hours. This evening I received an unprofessional call from a woman with noisy children in the background telling me there was no record of a security deposit of $300. She also insisted the original card was a Discover card. I don't recall this. I have the original PIN assigned to me for the original Mastercard.Business response
11/01/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.Customer response
11/06/2021
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.
I never had a Discover card. My original card received was a Matrix Mastercard account #5166485202104016 with expiration of May 2019 and code number on back of card 646.At some point I received a new Matrix Mastercard with the explanation that the creditor had undergone changes. The new Matrix Mastercard was account number **************** with expiration of
February 2023 and code number on back 494.
Then at some point I was asked via phone of I if i would like a credit increase of $100.00 to make my total credit limit $400. I did ask if an additional deposit was required and I was told no. I was not the one
who initiated the credit increase.
On September 8, 2021 I requested this account be closed via phone. It was during this call I requested the return of my deposit.
I have been attempting to get my bank records from the time I originally opened the account as I am seeking proof that I did submit the $300.00 deposit. As it has been more than seven years this is taking time.
Regards,Complaint ID: 16040968
Business response
12/09/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.Initial Complaint
10/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have two accounts with contential finance, I decided to pay one account off and they do not like having responsible customers , they have my 707 dollars but refused to update my account , they say they are waiting on my bank for payment that they already. I don't care if they take 10 years to update it my issue is on my other account I make a 80 dollar payment the account updates but never even processed the payment and trying this to their customer service is like beating your head up against the wall , saying the problem is because is because I paid with a checking account when I pay all my credit accounts with a checking account, the problem is contential finance does not listen to their customers at all and don't tell them you legally deaf by federal guideline because then they go to speed talk mode and can't understand a word they say my issue is they lock an account that get paid off but they credit an account they don't have payment for. I don't want to be a customer anymoreBusiness response
10/28/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.Initial Complaint
10/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened a new account in July 2021. I made a payment of $410. I forgot that I accidentally scheduled another payment for that same amount and when I realized it was too late to cancel it. It wasn't until a couple days later that I realized that my card wasn't working so I called customer service and they told me that my purchasing privileges were suspended pending a minimum payment of $35 and I can use it again. I schedule a payment for $35 for the following month. The due date goes by, payment shows processed but not on my bank's side. Turns out they didn't even bother to take out the money even though there was enough money in the account. I call CS again and they tell me that they have to have a conference call with my bank before I can use the card again. My account has been locked for 2 months and that's not how a credit card works. I want them to reverse the late charge because it wasn't my fault y'all didn't take the payment. This card is **** junk and ruined my vacation. ThxBusiness response
10/26/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.Initial Complaint
10/04/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 10/1/2021, Continental Finance made an unauthorized hard inquiry on my Experian credit report. I did not apply for any type of loan or credit with this company and want this hard inquiry removed from my credit report immediately.Business response
10/20/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.Customer response
10/23/2021
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: 15990233
Initial Complaint
09/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received my current bill from Continental Finance, for my Surge credit card. At the bottom of the bill, it says, "CONGRATULATIONS! BASED ON YOUR CURRENT OUTSTANDING HANDLING OF YOUR ACCOUNT, YOU ARE PRE-APPROVED FOR A CREDIT LIMIT INCREASE OF UP TO $300." It goes on to provide me with a phone number of 844-731-5893 for approval. I called the number. The rep ran my credit and I was told that my "next date of eligibility" is October 27, 2021, but the letter clearly says I am eligible now. I asked the rep "so I took a hit on my credit based on this letter and now you're telling me I'm not eligible until October 27th?" She said, "on our end"... I corrected her by reminding her the bill that I received from them clearly shows I am eligible now. There is no reference anywhere to any other date of eligibility.Business response
10/14/2021
We appreciate the opportunity to respond to this customer's concerns. A written response has been sent.Customer response
10/15/2021
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.
I did not request a credit line increase on September 26, 2021. The business sent me a letter which said I qualified for a credit line increase, which I received and responded to on September 26, 2021. While they did increase my credit limit a week or so after the "incident", their response does not match the facts.
Regards,Complaint ID: 15918247
Business response
11/10/2021
We appreciate the opportunity to investigate this customer's concerns. A written response has been sent.
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Get a QuoteCustomer Complaints Summary
592 total complaints in the last 3 years.
230 complaints closed in the last 12 months.