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

  
• 

  Continental Finance/Cerulean Credit Card

  P.O. Box 3220 Buffalo, NY 14240

• 

  Reflex

  P.O. Box 3220 Buffalo, NY 14240

• 

  Continental Finance

  P O Box 31535 Douglas, GA 31535

• 

  Surge

  P.O. 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:04/01/2024

  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.

  On 3/24 I received an email from Celtic Bank/Continental Finance Company that my application was approved for a Reflex Credit card. 1) I NEVER APPLIED FOR THIS CARD 2) I DO NOT UNDERSTAND HOW THIS HAPPENED. And now--I received a physical card in the mail. I have no intention of calling the numbers to link me to this card and I will shred it as soon as I have received acceptable evidence of what I need from whichever of the two (Celtic or Continental Finance). My actions to date: My initial attempt to resolve this issue was met with disappointment. I called Celtic Bank, the name emblazoned on all the correspondence, but the operator abruptly hung up on me as soon as I mentioned the possibility of fraud. This, coupled with the subsequent blocking of the number on my mobile, left me feeling even more unsettled about the situation. After persisting and realizing that the bank said Celtic Bank, but the service would be through Continental Finance Company, I managed to speak with someone at Continental and have the record "deleted." I was then told I had to speak with their fraud team to obtain a letter/email to indicate that, indeed, the account was created by fraud. However, when I spoke with their fraud department, they wanted my full social security number. I refused as I had already spent over 40 minutes back and forth trying to get more insight and to report fraud. More importantly, I did not trust giving my SSN over the phone because of an already suspicious situation. The reference number in the email should have been sufficient. The reference number from the suspect email is all I would give them for each call I had to go through—the number was clearly enough to get to the next. And the lady who deleted the account (who was the most helpful, by the way) agreed she wouldn't give any personal information either.

  

  Business Response

  Date: 04/02/2024

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

  Customer Answer

  Date: 04/08/2024

  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. - I ask that the company provide further clarification on what they have as part of the intake to approve -- for example, the telephone numbers are incorrect and it's not clear when or how this application was made from the record shared --- only the date that it might have been pulled for review (4/1) - further, it is unclear from their letter when and what was exactly captured for my PII as it is redacted (which is appreciated and understandable), but at least the last four of my SSN and a part of my DOB that I may compare against. If the phone numbers are wrong, I believe other numbers might be despite the fact that the address is correct. Finally:-it is unclear what to reference if I have questions and if that number is direct to an operator that can help me. The last time I called, I was given a run-around and I will not provide my SSN over the phone.Otherwise, I understand they want 30 days from sending that note to conduct their investigation -- that doesn't satisfy my requirement of a letter to help me in my conversations with the credit bureaus --may I use the letter they sent? It's unclear.Ultimately, I think that reporting this to the authorities might be advisable based on my own research. Regards, Complaint ID: 21515197    

  

  Business Response

  Date: 04/16/2024

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

• Initial Complaint

  Date:03/25/2024

  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 found an email stating a new card was coming my way as the bank was bought out by Bank of Missouri and my credit card was no longer active as of February 26th. I reached out to Continental Finance to see where my card was. It was found that the address on file was incorrect. The person I spoke to took my new address and said the card was on the way. Two weeks passed and was advised by Supervisor ****** that the agent should not have taken my new address over the phone as the process is to email [email protected]. I emailed a copy of my electric bill as proof of new address. I was advised by Supervisor ****** that my card would be on the way within 72 hours. I expressed concern of late payments and she stated I could give payment information to her. I declined as I had no proof of who she is and if my card would be secure. I told her I have no account as of right now, no card, and didn't know who they were now and what their website was. Even if I had access to their website to pay, I don't have a credit card or account number to use to create an account to make a payment and she was unwilling/unable to give that to me. Supervisor ****** said she would note the account so I was not charged a late fee or recorded as "late" and to activate the card and make a payment once it is received. This evening I received a text message to call about my account. I called the number provided to find a Today card rep telling me my account is late and have late fees. I reiterated the call I had with Supervisor ****** a week prior. I asked for a supervisor in the United States because he apparently they could not see the "notes" ****** left. Supervisor ******* ******* got on the phone, and I explained again. She said they will not send a card because NOW the card is passed due. IT'S PAST DUE BECAUSE OF YOU AND THE TIME DEALING WITH THIS ISSUE I've been told numerous times my card is on the way and the card never arrived; it's been a month. PULL THE RECORDED PHONE CALLS

  

  Business Response

  Date: 03/27/2024

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

  Customer Answer

  Date: 04/07/2024

  *****I accept the resolution of removing the fees and derogatory action against my account / credit. *****However, the fees are still showing on my account which is is why I declined the resolution.Also, I would like it acknowledged that my account was not past due. I called on March 8th and was even told by the rep my account was not past due. I called that day because I could not access my account for several days as the mobile app was down and could not access online. When I called, the rep told me a new card was being sent to me and he took my new address to send it out.When the card didn't arrive, I called back and was told the card was not sent because the previous rep was not supposed to have taken my new address over the phone and needed to send "proof" via email.That rep also said a card was going to be sent once processed "within 72 hours". Again, the card did arrive and had to call back when I was told a card wasn't going to be sent because the account was now late.YOUR REPS caused my account to be late, not me. The process described above took a month which caused my account to be late. I didn't have a card or account information in order to make a payment.**I** reached out to you on multiple occasions to resolve the issue so you telling me you're going to remove late fees and restore my account "as a courtesy" is offensive.Lastly, I have screenshots of my account showing a minimum payment of $101.00, yet the statement shows a minimum payment of over $200.I made the minimum payment that showed on my dashboard.Please confirm the following:Late fees will be removed by the next statement.Payments are current - or not and what is owed.Acknowledge your reps caused my account to be late but continually providing me with wrong information. (Pull the recorded calls if you would like to confirm for yourself.)Regards, Regards, Complaint ID: 21485880    

  

  Business Response

  Date: 04/25/2024

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

• Initial Complaint

  Date:03/07/2024

  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.

  There was an unauthorized hard credit pull on my Experian credit report on 3/6/2024 and I DID NOT apply for anything with this company or any other creditors for a credit card or any type of loan. I tried multiple times to call this company and you CAN NOT get through to a live agent after holding for hours so not sure if anyone even works in a customer service center that assists customers or if this is some type of scam. I did this removed from my credit report ASAP and after speaking with Experian Continental Finance will need to request for it to be removed and make they are not opening accounts under my name for anyone else.

  

  Business Response

  Date: 03/11/2024

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

  Customer Answer

  Date: 03/13/2024

  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. This is fraud - this is not my email or cell phone - this is my current address they used.  I have frozen my credit and am still waiting for the inquiry to be removed.  The company did respond via email right away once to resolve once I did a review but was unable to get someone via phone.  Once this is removed from my credit report this will be resolved. Regards, Complaint ID: 21398203    

  

  Business Response

  Date: 03/27/2024

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

• Initial Complaint

  Date:02/25/2024

  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.

  CONTINENTAL FINANCE COMPANY, LLC , is furnishing information on my credit report, the report says that Resurgent Capital Services, is the original creditor on my report. This however is not true, CONTINENTAL FINANCE COMPANY clearly states in the document I attached that " the account was sold to Resurgent Capital Services (“RCS”) a third-party debt buyer." 15 U.S. Code 1681 s-2 ( a ) ( 1 ) ( A ) states that A person ( CONTINENTAL FINANCE COMPANY ) shall not furnish any information relating to a consumer ( ME ) to any consumer reporting agency ( EXPERIAN, EQUIFAX, TRANSUNION ) if the person knows or has reasonable cause to believe that the information is inaccurate. Also I am not liable for this debt with charter communications, I do not have a contract with RESURGENT CAPITAL FINANCE ("RCS"), they did not provide me with the original contract as I requested. I will also provide proof of the inaccurate information in a screen shot that I will also attach to this complaint.

  

  Business Response

  Date: 02/29/2024

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

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau: this information is inaccurate and incomplete that you reported I have proof of the inaccuracy and you still deny I have proof you know of the inaccuracy. The next to step is to take it to court if this inaccuracy is still being reported  you are furnishing inaccurate and incomplete information with your knowledge of the report being inaccurate. Delete the account for inaccurate and incomplete information. 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: 21343904    

  

  Business Response

  Date: 03/14/2024

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

• Initial Complaint

  Date:02/18/2024

  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.

  To whom it may concern: this business is impossible to reach by phone. I attempted to speak with customer service in order to close my account and I was told that I was customer 87 in the queue. That is ridiculous. How is anyone supposed to service their account under those circumstances? I am filing a complaint because this business placed a hold on my account for 7 days when I made a payment. I then attempted to contact customer service to discuss it when I was told I was customer number 87 trying to get a hold of a person. I want my reflex Mastercard ending in 1928 closed effective immediately. DOB: *********** **** **** ** ** ****

  

  Business Response

  Date: 02/20/2024

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

• Initial Complaint

  Date:01/24/2024

  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 have two accounts that I've been trying to get help with since October 2023. The last four digits are 2415 and 0264. They have closed the accounts but im still being billed $300/month and have to speak with an agent everytime I want to pay but nothing is getting resolved. I'm supposed to be on a hardship promotion

  

  Business Response

  Date: 01/26/2024

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

  Customer Answer

  Date: 02/05/2024

  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. **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 have called customer service a few times, the screenshot for each account reflects what I'm told on the phone. Continental Financial wants $300 not $110 and shows me as past due although the due date is February 12, 2024 Regards, Complaint ID: 21194301    

  

  Business Response

  Date: 02/20/2024

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

• Initial Complaint

  Date:01/19/2024

  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 reaching out about my old Surge Mastercard account I had with continental finance. It got behind and agreement was I pay three straight payments of like 50$ and my account would go back to being normal. I did that they never rest my account like I was told. Now it’s in collections. I want them to remove this account from collections and considered as paid like I did pay my payments. It’s hurting my credit score. Please contact whoever has my account now which is Resurgent Capital Services and have my account removed and paid as agreed and my credit score fixed.

  

  Business Response

  Date: 01/22/2024

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

  Customer Answer

  Date: 01/31/2024

  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: 21167569

   

   

   

  

  Business Response

  Date: 02/09/2024

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

• Initial Complaint

  Date:12/22/2023

  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 applied for the Cerulean credit card. However, I actually never received the card but there were some fraud charges on it. I attempted to contact customer service and explain that I never received the card and yet are charges on the card. Their customer service is terrible. I would like the fraud charges investigated and removed. I would also like the account balance to reflect $0.00 and the account closed. I never received the card and don't want to do business with them due to the terrible customer service.

  

  Business Response

  Date: 12/29/2023

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

  Customer Answer

  Date: 01/08/2024

  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: 21047498
  

   

   

   

• Initial Complaint

  Date:12/12/2023

  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 have two credit cards through Continental Financial: a cerulean card with an $1800 balance and a surge card with a $2100 balance. I contacted customer service after having a heart attack and they stated there would be a program to help me until I can return to work. Their program was to close my credit card accounts but still charge the same as when they were still open.

  

  Business Response

  Date: 12/14/2023

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

  Customer Answer

  Date: 12/19/2023

  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.  I received the hardship paperwork for both credit accounts and am going to have them ready by no later than tomorrow along with the supporting paperwork to show what I am claiming. I promise you that I did try working this out in November with customer service prior to filing this complaint. That being said, I really do appreciate your help with the hardship. Thank you, Regards, Complaint ID: 20993890

  Customer Answer

  Date: 01/02/2024

  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. I was still charged the late fees and finance charges which they didn't reverse, thank you  Regards, Complaint ID: 20993890    

  

  Business Response

  Date: 01/03/2024

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

• Initial Complaint

  Date:12/04/2023

  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.

  Paid my minimum payment early, the company in turn charged my bank account for the minimum payment again. When I contacted asking for a refund on 11/24 was advised this would take 48-72 hours. After several calls and 10 calendar days I called and requested a supervisor. I spoke to a nice representative who said she adjusted my other account with them and requested my refund and it would be 7-10 business days. I then requested a supervisor again who was rude and laughing at the situation. Asked for corporate address and was provided the incorrect information. Juan employee number provided 2082456 was the supervisor that gave the wrong information. He also refused to transfer to a manager when I requested one multiple times and I was on the phone well over an hour at this time with no resolution. When I asked him to file a complaint about the other reps I had spoke to prior to today he told me he couldn’t do so.

  

  Business Response

  Date: 12/06/2023

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