Over a number of years I have been a customer of Conns. I have seen a steady decline in the service and demeanor towards customers. As of the last year I have frequently been met with rude, argumenative customer service persons who frequently lied about the existance of supervision and were unhelpful to say the least. Today I began with Conns again calling me on a wrong number, as they have been instructed to call me on my primary number numerous times. Today they called a number I use for fax and it was a miracle the ringer was even on. I corrected this again, and proceeded with my payment (as admittedly I was a couple of days late). I authorized a payment in excess of the amount due and concluded the call.
Later, I checked my account and observed Conns to have charged my account twice for two ammounts. Since they were not the same it was obviously not a glitch. I figured a simple call would suffice. I was wrong.
I called in and spoke to Christine who heard my story and first advised she saw the two charges. She then placed me on hold and said she only saw one and I would need to fax in my bank statement and then it could be dealt with within 72 hours. I declined and reminded her she had just told me she saw the two charges. She became very rude and told me either I send them my statement or I would get no help. I demanded a supervisor.
I then was connected to Katie Smoker who was even worse. I was obviously upset as Conns would be holding onto well over a hundred dollars and I was not happy about it. She was anything but sympathetic and again told me that they would do nothing unless I sent my statement. I assured her that was inappropriate and asked for her boss. She advised there was no one else and shes explained all she was prepared too. I got the fax number and sent a screenshot showing the double charge within five minutes, as this was going to put me in a spot. I called back in and asked for Smoker...
The customer service rep answered and on cue, said that she was not in today. I advised them I had just spoke to her and was placed on hold. I was routed back to the original representative Christy Najera who was not happy I called back. I asked if my fax was recieved and she informed me that they did not have the ability to recieve the fax and it would be Monday before anyone even got around to looking into it.
I demanded someone to speak to and was denied. I asked for the phone or email address of their boss and was denied. Not once did either seem to care about the ramifications of their mistake and even called me crazy. How dare I expect to only be charged what is authorized!
This is far from the first problem I have had with Conns customer service, but assure you I will not be a repeat customer. Somewhere along the line, they decided customers arent that important.
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