Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on12/19/16, Mrs. [redacted] purchased a [redacted] sofa and recliner with a 36-month [redacted] on both pieces.  Mrs. [redacted] received a copy of Conn’s Return & Exchange Policy at...

the time of purchase.  Our Return & Exchange Policy state:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mrs. [redacted] furniture was delivered on12/20/16.   We researched Mrs. [redacted] dispute and found that she contacted us on 12/21/16regarding her sofa; stating that she had a mark on the back.  A service call was scheduled; during the inspection the serviceman found; the sofa outside back material was rubbed away and damaged.  After reviewing Mrs. [redacted] service history, we found that an exchange was approved on1/10/17to replace her sofa.  Mrs. [redacted] was issued a credit up to the original amount paid which was $899.99 to re-select a new sofa.  It was later found that the sofa and recliner was discontinued; therefore Mrs. [redacted] issue was escalated to upper management and as a gesture of goodwill, Conn’s agreed to exchange Mrs. [redacted] recliner.  Mrs. [redacted] was issued an additional credit of $649.99 to re-select a new recliner.  In total Mrs. [redacted] received $1,549.98 to select two new furniture pieces.  We sincerely apologize to Mrs. [redacted] for any inconvenience she has experienced during this process.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,   Jana A[redacted]

Thank you for the opportunity to respond to Mrs. Janowski’s complaint. Our records show on 11/12/16, Mrs. Janowski purchased a [redacted] and elected to purchase a 24-month Repair Service Agreement Plan. We show Mrs. Janowski received free delivery with her qualified purchase...

and her refrigerator was received in good order on 11/22/16. As listed under our shipping information; “Conn’s Next Day Delivery is limited to delivery within Conn's Next Day Delivery zones. Next Day Delivery is subject to availability and is not available on select days in Alexandria; Jackson; Knoxville; Lubbock; Monroe; Nashville; Odessa; Shreveport; Yuma; CO; GA; SC and OK markets”. We researched Mrs. Janowski’s service history and found that she contacted us on 11/25/16 stating her refrigerator was not cooling and not dispensing ice. We did not have a technician in Mrs. Janowski’s area which caused a delay scheduling her initial appointment. However; we were able to locate a 3rd party certified technician who assessed Mrs. Janowski refrigerator on 12/7/16; during the inspection, the technician found parts were needed to complete repairs. After further review of Mrs. Janowski’s service needs, Conn’s has agreed to issue an even exchange on her refrigerator. Our records show Mrs. Janowski’s new unit is currently scheduled for delivery on 12/11/16. We sincerely apologize for any inconvenience Mrs. Janowski experienced as a result of the service delay. At this time we are unable to honor Mrs. Janowski’s request to receive a free 32” TV; the promotional offer was for either free delivery or 32” TV and Mrs. Janowski was able to take advantage of Conn’s free delivery. If we may be of further assistance, Mrs. Janowski may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]

Thank you
for the opportunity to respond to Mr. [redacted] complaint. We researched Mr. [redacted]’s
concerns and found his complaint is regarding a purchase made under a different
consumer’s profile. Although we are unable to discuss this matter with 3rd
party, we will be happy to look...

further into this complaint and mail the
account holder a letter regarding our findings. The account holder may also
contact our Customer Service department at 1-877-358-1252 for assistance
regarding this matter.Kind regards,Dyeisha W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Respectfully I would like to let cons know that this would be my last time doing business with them as this was not explain to me in the beginning of our conversation with the representative and I know that you actually record a conversations with customers as they did buy the previous representative. If this was a misunderstanding I wish you would have let me know from the beginning and not be wasting everyone's time. But next time I would know not to trust you guys and know that you are not a company of your word Thank You Revdex.com for the opportunity in this matter of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs. [redacted]’s complaint, we confirmed that the stairs were refused at the time of delivery and sent back to the warehouse. There was a delay processing the credit to Mrs. [redacted]’s account due to the invoice...

was completed in error. However; We spoke to Mrs. [redacted] on12/18/16regarding her complaint and informed her that we processed a credit of $256.19 to her [redacted] account. We ask to please allow 3-5 business days for the credit to reflect on the account.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.     Kind regards,   Dyeisha W[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concern. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions by...

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.    Ms. [redacted] has stated in the complaint: She contacted us for repairs on her furniture but she has not been able to get assistance; andShe is requesting an exchange on her furniture.   Our investigation reveals that: We have attempted to repair Ms. [redacted]’s furniture; however, she has refused repair needs; and Ms. [redacted] has been advised that her loveseat has been approved for an exchange.   Our records show on 4/19/17, Ms. [redacted] purchased the [redacted] Reclining furniture which consists of three pieces (sofa, loveseat and recliner) and elected to purchase a 36-month FurnitureGard Plan.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 11/7/17 for repairs on all three furniture pieces. A service appointment was scheduled for 11/14/17. During the inspection the serviceman found the inner coils popping out of the foam and seams separation on all furniture pieces. The serviceman reported that parts were needed to complete repairs (a left seat casing and core for the loveseat, a left seat core for the sofa and a seat core for the recliner). Our records show that parts were shipped to Ms. [redacted]’s residence and she was scheduled for installation 12/29/17. Upon installation, the serviceman found that the loveseat needed an additional part to complete the repairs. The serviceman reported that Ms. [redacted] declined service on her furniture and requested to have her furntiure exchange.   Our records show we contacted Ms. [redacted] on 1/3/18 in attempts to complete the repairs. We agreed to exchange the loveseat since additional parts were needed and Ms. [redacted] agreed to have the parts installed on her sofa and recliner on 1/10/18; however, prior to her appointment Ms. [redacted] contacted the serviceman and requested to cancel her appointment stating she no longer wanted service therefore her service order was canceled.   Although we are unable to honor Ms. [redacted]’s request to exchange all her furniture, she may contact her local Conn’s to initiate the approved exchange for her loveseat. Ms. [redacted] may also contact our Service Department at 1-855-266-6349 to schedule installation for the parts she received for her sofa and recliner.   Conn’s value Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention.     Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show onOctober 2, 2016, Mrs. [redacted] purchased a [redacted] firm mattress with a 36-month Furnituregard Plan and a Tempurpedic [redacted] plus queen adjustable base with a 36-month Furnituregard...

Plan.  Mrs. [redacted] signed her invoice which provides a detailed list and price of the items she elected to purchase.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/Exchange on – Furniture, mattresses,décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mrs. [redacted] elected to have her items delivered; which was completed onOctober 5, 2016.  Mrs. [redacted]’s delivery receipt was signed acknowledging that her items were received in good order.   We researched Mrs. [redacted]’s complaint and found she contacted us the day after receiving delivery October 6, 2016; stating the wrong base was received.  Mrs. [redacted] stated that she was expecting to receive an adjustable base with the massage option; however a regular adjustable base was delivered.  After further review we show Mrs. [redacted] was later contacted by her local Conn’s and offered the option to exchange the base for the base with the massage feature but she would need to pay the difference.  As a gesture of goodwill Mrs. [redacted] was offered a $100.00 gift card to use towards the purchase of a new adjustable base; however Mrs. [redacted] declined our offer and stated that the adjustable base she wanted was an additional $600.00 and she did not want to pay the difference.    Although we are unable to honor Mrs. [redacted] request to exchange the adjustable base at no additional charge; Conn’s is willing to extend the offer to exchange her base and provide a $100.00 gift card.   In regard, to Mrs. [redacted]’s statement about her mattress not being comfortable.  Although Conn’s has a No Return & Exchange Policy on mattresses; the mattress Mrs. [redacted]’s purchased qualifies for Sealy 120-Day Comfort Guarantee which will allow her the option to a one time exchange.  Mrs. [redacted] may visit her local Conn’s to re-select a new mattress and exchange the adjustable base that was delivered if she desires.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana A[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s additional comments.   As stated in Ms. [redacted]’s last response that was received on 5/26/17, her washer has only had parts replaced on two occasions dated 12/31/16 and 3/29/17.  The technician that last assessed her washer on 4/29/17 indicated that no problem was found with her washer, but indicated there was a problem with the pedestal.  We attempted to contact Ms. [redacted] on 6/01/17 to discuss her concerns, but we were unsuccessful.  We are willing to work with Ms. [redacted] and have a technician remove the pedestal but will need to schedule an appointment.  We ask that Ms. [redacted] contact us directly at 1-866-765-1513 for further assistance. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention. Sincerely,   Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Please again it's [redacted], also the page I attached does show the unemployment insurance. And yet AGAIN I request someone to call me to discuss this matter however you seem to almost refuse this request again and again.
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. We contacted the sales representative regarding Mr. [redacted]’ complaint and were informed that on 10/8/16, Mr. [redacted] elected to purchase a [redacted] retailed at $1699.99 which was financed through [redacted]. Our...

records show the [redacted] was scheduled to arrive on 10/12/16 however; we did not receive shipment from the manufacturer due to the model is on back order. The sales representative stated Mr. [redacted] re-visited the store on 10/16/16 and he informed him that the unit is currently not available but that he could re-select a different model. Mr. [redacted] agreed to re-select a [redacted] notebook which also retailed for $1699.99. We show Mr. [redacted]’ original invoice ([redacted]) was cancelled and a new invoice ([redacted]) was created for the new unit. When re-selecting a different item, a second credit inquiry is not required to finance the purchase. Our records show Mr. [redacted] picked up his notebook on 10/26/16 and signed acknowledging the unit was received in good order. Mr. [redacted]’ complaint has been forwarded to upper management to address his concerns regarding his sales experience with all parties involved. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-877-765-1513.  Kind regards, Dyeisha [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  My problem was that a new stove SHOULD NOT have already needed repairs.  But they have to abide by their repair agreement and so do I.  The stove has been repaired as per the repair warranty/agreement and is now working fine.  I want to thank you for assisting me in this matter and I also want to thank Conn's.

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase made
under the name [redacted].  Our records show on 7/14/15, Mr. [redacted] purchased a
Frigidaire side by side refrigerator with a 24-month Repair Service
Agreement.  Mr. [redacted] was financed...

through RAC Acceptance Now which is a
third party financing option.  Mr. [redacted] elected to have his refrigerator
delivered; which was completed on 7/15/15. 
We researched Mrs.
[redacted]’s complaint and found her issue has been addressed and resolved. 
Our records indicate an exchange was approved for Mr. [redacted] to replace his
refrigerator on 8/19/15.  Mr. [redacted]
initiated his exchange that same day and was scheduled for delivery on 8/20/15.  At the time of
delivery Mr. [redacted]’s property was damaged; Mr. [redacted] was in contact with a
UST delivery manager (third party delivery service).  Mr. [redacted] was
offered and signed accepting a settlement for the inconvenience and damages
caused.   
    
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service at 1-877-358-1252.
 
Kind regards,
 
Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We spoke to the sales associate regarding Mrs. [redacted]’s compliant and was advised that Mrs. [redacted]’s credit application was approved for up to $2,500.00. The sales representative stated Mrs. [redacted] originally elected to purchase a [redacted]...

computer, chest freezer and two headphones but inquired about a mattress and adjustable base prior to completing the transaction.  Mrs. [redacted] was informed that she did not have enough credit to add the mattress and adjustable base but she could remove some merchandise in order to purchase these products or pay the difference in price to add the additional items. The sales representative stated after consideration, Mrs. [redacted] decided to purchase a [redacted] Queen mattress, a [redacted] queen box spring, ** chest freezer, and two headphones in order to remain within her approved credit limit. The sales representative also stated he went over the invoice prior to completing the transaction to confirm the items elected were correct. Mr. [redacted] signed her invoice and contract acknowledging that she agreed to purchase the items listed.   We verified upon delivery, Mrs. [redacted] had someone else signed acknowledging all items were received in good order except the box spring which was refused. Mrs. [redacted] has been advised on several occasions that we are unable to return the mattress as Conn’s has a No Return or Exchange Policy on all mattresses. However; we can issue a credit to her account for the box spring that was refused during delivery. We confirmed that the items listed on Mrs. [redacted]’s signed invoice/contract are the same items she received at the time of delivery. Therefore; at this time we are unable to honor Mrs. [redacted]’s request.   We have included a copy of Mrs. [redacted]’s signed invoice.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
[redacted].  Mr. [redacted] stated he
canceled her order on October 21, 2015, but did not realize they kept the bedding.
He would like to pay for the bedding and have the account closed. ...


 
According to
our records, Mr. [redacted] signed a 32-month retail installment contract on
October 17, 2015.  Mr. [redacted] canceled
her order and a credit of $7692.55 was applied to her account.  Mr. [redacted] kept the bedding; therefore, owed
the remaining balance on the account.  On
December 10, 2015, Mr. [redacted] called our automated system and obtained a
payoff balance of $300.17. On December 18, 2015 Conn’s began making call
attempts regarding the past due balance. 
We were able to reach Mr. [redacted] on December 24, 2015 and he requested
proof of the remaining account balance.  We mailed a payment history to the address on
file showing the credit that was applied to the account and the remaining
balance owed.  On January 30, 2016 we
were able to speak with Mr. [redacted] and he stated he did not have the bedding
in question and the account should be closed. We spoke with Mr. [redacted] on February 8, 2016
and he stated he did have the bedding and wished to pay the balance for the
bedding only.  On February 8, 2016
submitted a payment in the amount of $271.22. 
 
As a one-time
offer and a gesture of goodwill, we have accepted the payment amount of $271.22
and will close the account.  We have also
reversed any negative credit marks assessed on the account.  Mr. [redacted] will receive a close-out letter
once the maintenance is completed. 
 
Conn’s values
Mr. [redacted] as a customer and apologizes for any inconvenience he may have
experienced due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted]s complaint. We researched Mrs. [redacted]s complaint and found that her issue has been addressed and resolved.   Our records show we agreed to exchange Mrs. [redacted]s washer and a new washer was delivered in good condition on 8/21/17. We...

sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay.   Conn’s values Mrs. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on1/03/15, Mr. [redacted] purchased a [redacted] king mattress that came with a limited manufacturer’s warranty and (2) [redacted] king box springs that also came with a limited manufacturer’s warranty;...

no additional Furnituregard coverage was purchased through Conn’s for his mattress and  box springs.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of his purchase which states:No Returns or Exchanges on – Furniture, mattresses,décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **Mr. [redacted] elected to have his items delivered; which was completed on1/04/15.   We researched Mr. [redacted]’s complaint and found he contacted us on7/30/16 regarding his mattress; stating the mattress was sinking in and sagging.  A service call was scheduled; during the inspection the serviceman found the mattress was sitting directly on the floor and had a 1.5 inch body impression.  Although, having the mattress sitting on the floor is considered proper support, damage is a common occurrence because when getting in and out of the bed requires sitting on the edge of the bed.  Overtime this repeated behavior will cause depressions (we have included a photo in our response showing the body impression is visible on the side that is away from the wall and close to the edge).  After reviewing the photos provided by the serviceman; an exchange was submitted and approved on8/11/16under the Terms and Conditions of the manufacturer’s warranty for Mr. [redacted] to replace his mattress.  Mr. [redacted] was issued a credit up to the original amount he paid which was $1,199.99 to reselect a new mattress.   We show Mr. [redacted] later called in on8/11/16; stating to have a check mailed to him instead of receiving an in store credit.  Mr. [redacted] was advised that his information would be forwarded to a manager for further assistance.  Our records indicate Mr. [redacted] contacted us on8/13/16,8/19/16, and8/25/16via email requesting to a refund.  Mr. [redacted] was advised that his exchange was approved under the manufacturer’s warranty which covers the replacement/exchange of a product.  Since filing his complaint Mr. [redacted] picked up his new mattress on 9/17/16.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
From: [redacted] [mailto:[redacted]] Sent: Friday, September 30, 2016 1:52 PM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   Conn has had over 7 months to make the required repairs. I am no longer accepting their excuse that a serviceman is not in the area, Conn sent a serviceman from Texas to try and repair and he could not, at that time it was turned over to the Oklahoma service man who has canceled every service call we have sit up.  I work out of the country and cons was informed of this, and they also told me from a Mr. Hernandez that due to my situation that conns would work with my schedule and service the issues on Monday after repeated canceled dates and repeated having family members miss work to meet the serviceman, I was informed that conns could not meet the agreement set forth by Mrs. Hernandez. Therefore this issue has now became a 7 month train wreck. Like I said earlier conns has had 7 months to make this right and I have been turned away, fingers pointed to other departments and brick walls. The ONLY thing conns has been consistent with is the billing dept. calling me non stop if payment is 1 minute late past due date. So I am sticking with my decision.there will not be another payment made on this account and when the CEO or someone in upper management contacts me to workout a return on their merchandise then there is no reason for conns to talk to me. I AM DONE WITH THEIR FALSE PROMISES AND LIES!!! I made every payment on time to them even when my merchandise was broken with the promise it would be fixed and never was! I AM DONE WITH THIS COMPANY!!!!!                      [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr. [redacted] has stated in the complaint: 1)       He purchased extended warranty on his washer until 10/3/17 but has not been able to get repairs on his washer; 2)       He was informed that we do not have technician in his area; and 3)       He is requesting to have the unit repaired or receive a refund.   Our investigation reveals that: 1)    Mr. [redacted]’s Repair Service Agreement with Conn’s expired on 9/18/14 2)    Mr. [redacted] was informed to contact his warranty agreement company  for assistances because we did not have a technician in his area for service; and 3)    Mr. [redacted] will need to contact his warranty policy holder.     Our records show on 9/18/10, Mr. [redacted] purchased a [redacted] and elected to purchase a 48-month Repair Service Agreement with Conn’s that expired on 9/18/14.   We researched Mr. [redacted]s’ complaint and found that we have only serviced his washer once while under Conn’s Repair Service Agreement Plan. On 3/24/14, the technician reported he replaced Mr. [redacted]’s switch to complete the repairs.   After further research we were able to confirm that Mr. [redacted] elected to purchase extended warranty through [redacted] Service Protection which  a third party company. Our records show on 7/17/17, we received a service request from [redacted] on Mr. [redacted]’s behalf to assess the washer. However; we notified the warranty company as well as Mr. [redacted] that we no longer had service providers in his area and were unable to assess the unit.   At this time we are unable to honor Mr. [redacted]’s request. Mr. [redacted] has been informed that he would need to contact [redacted] Service Protection directly for further assistance.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she returned her product,
but continues to receive collection calls and she would like the account from
her credit. 
 
According to
our records, Ms. [redacted]...

signed a 32-month retail installment contract on March
2, 2015.  Ms. [redacted] stated the delivery
drivers damaged her property and did not assemble the product correctly.  We have no record of Ms. [redacted] contacting
Conn’s to file a claim or to have the products serviced. 
 
Ms. [redacted]
stated she returned the product.  We have
no record of the items being returned to Conn’s. 
 
We are
obligated to report factual information to the credit bureaus and are unable to
remove the negative credit marks assessed on the account due to payments not
being made timely. 
 
Ms. [redacted]
also had questions regarding Mr. [redacted]’s account.  Although we are unable to address Mr. [redacted]’s
concerns with Mrs. [redacted], we will send Mr. [redacted] a certified letter to the
address on file to answer any questions or concerns he may have.
 
Conn’s values
Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.  Thank you,Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on [redacted] retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   [redacted] stated in her complaint that: she signed a contract that had 12 months no-interest; she made the final payment of $706.60 on March 23, 2017; the account did not close; and she would like the account closed.  Our investigation reveals that: [redacted] account included our 12-month no-interest financing promotion (“cash-option”). she made her final payment of $706.60 on March 23, 2017; the account did not close due to a system issue; and Conn’s is working diligently to resolve the issue and close the account.  According to our records, [redacted] signed a 32-month retail installment contract on April 2, 2016. That contract included our 12-month no-interest financing promotion (“cash-option”).   [redacted] made her final payment of $706.60 on March 23, 2017 which should have closed the account; however, due to a system issue, the account did not close.   Conn’s is working diligently to resolve the issue and close [redacted] account.  Once the account closes, [redacted] will receive a close-out letter in the mail. Conn’s values [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.