Dear Claudienne,

On September 29, 2012 , I bought two vases from Courts valued at $21,128.44 along with a Compaq laptop valued at $63,631.14. However, because I bought the items on hire purchase I was charged a total of $136,820.31 to be paid over 24 months.

Thieves broke into my home on August 9, 2013, and stole the laptop. I informed Courts of the theft, and the following day I handed them the receipt that I got from the police.

In September 2013 I also gave Courts the formal police statement and told them that I wanted to make the full payment for the vases.

Because I had already paid $55,500 on the account at that time, I thought that my final payment would have been minimal. However, I was told that I would have to wait for the insurance company to pay the claim for the laptop. The clerk promised to inform me when the insurance company made the payment. However, after hearing nothing for two weeks, I called the company and was informed that my account had been closed.

After that I went back to Courts and credited a juicer costing $39,068.41 on November 27, 2013 on hire purchase terms for 24 months. By March 25 , 2014 I had made the total payment for the juicer and I also got a cash loan from the company and made the full payment on time. I also bought a chest and cabinet at the Cross Roads branch and paid for them on time. All these purchases were made after the break-in.

I had a credit limit of $247,500.00 with the company. You can therefore understand how surprised I was when Courts sent two bailiffs to my home, having advised me one year earlier that my account had been closed.

The bailiffs stood in my driveway and loudly informed me that they were there to collect final payment for the vases.

I was in shock, and when I called Courts Collections Department I was told that I would have to pay the interest for the year.

On several occasions I tried to resolve the matter with the Collections Department at Cross Roads, but to no avail.

I then went to their Constant Spring Road store and spoke to the credit manager. He told me to pay $14,000 instead of the $23,000.00 the Collections Department had wanted me to pay. I paid the $14,000 the same day I was told to pay that amount and the manager signed the receipt.

In June 2015 I went back to the company to try and get a cash loan to help my grandchildren with back-to-school purchases, but I was told that my credit was not good and that there was a code on my account. I have tried to resolve the matter, but to no avail.

The manager at the Constant Spring Road branch promised to look into the matter and call me, but he never did.

I have the receipt that was given to me for the final payment that I made. However, the only thing legible on it is what was written by the manager.

By the way, I have asked Courts on several occasions how much was paid to them by the insurance company, but they have refused to tell me.

I would appreciate your help in resolving this problem with Courts.

GE

Dear GE,

Tell Claudienne asked Courts to investigate your complaint. Courts responded as follows:

“Thank you for sharing the letter received from our customer GE. A review was done of the customer’s account and we confirm that her claim for the stolen item was processed. The customer was advised of the balance outstanding for the other items on the said account. A review of the customer’s account revealed the following:o The claim for the stolen item (laptop) was processed. o Customer was advised of the balance outstanding for her other item (vases). Several attempts were made to contact the customer to settle outstanding amounts, which proved futile. In spite of this, several credit contracts were extended to GE for which she took up the offer. The company has not refused to extend credit to GE. We have since met with GE and have reached an amicable resolution.” ________________________________ .

“Thank you for sharing the letter received from our customer GE.

A review was done of the customer’s account and we confirm that her claim for the stolen item was processed. The customer was advised of the balance outstanding for the other items on the said account.

A review of the customer’s account revealed the following:

o The claim for the stolen item (laptop) was processed.

o Customer was advised of the balance outstanding for her other item (vases).

Several attempts were made to contact the customer to settle outstanding amounts, which proved futile. In spite of this, several credit contracts were extended to GE for which she took up the offer.

The company has not refused to extend credit to GE. We have since met with GE and have reached an amicable resolution.”

Good luck.

Have a problem with a store, utility, a company? Telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@jamaicaobserver.com. Please include a contact phone number.

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