Date Received: 2023-08-31
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: In XXXX, I received my Comenity Loft Mastercard statement ( Parent company is Bread Financial ). It has over {$5000.00} worth of fraudulent charges across multiple states. I immediately called and reported the fraud. We went line by line through the charges to ensure they removed the ones that were not made by me. On XX/XX/XXXX, I received a letter that my fraud dispute for the case was not supported. The letter said, we can find no basis to support this claim. That is the only information I received on why it was denied. They then put {$3500.00} of the fraudulent charges back on my card along with interest. It also took me over my credit limit and I received charges for that as well. I now have over {$250.00} worth of monthly interest charges, credit limit charges and my minimum payment is over {$500.00} - all very unaffordable. When I received the letter, I immediately called the XXXX number on the letter to talk to Comenity. The first person I talked to told me " I needed to take accountability '' for my actions. I told her I was not in XXXX, Texas in XXXX and had proof to show I was in Ohio ( where I live ) during that time. The proof included debit card receipts at restaurants, grocery stores, the vet ( my cat was XXXX at the time of XXXX ) and a haircut appointment. She then told me my claim was denied because I have stayed in that chain of hotels before. This was absurd because I travel a lot for work and people stay in hotel chains. She suggested I mail a selfie that was timestamped that showed where I was during those times and then we were disconnected. I called back and talked to a new Comenity fraud rep. She told me she was reopening the case because there was a plane ticket to Texas not in my name and she was confused on why my case was denied. At this point, I was on the phone for over XXXX hours. I asked if she needed any evidence and she said no and they would mail me a letter in XXXX weeks with an update. I never received a letter. On XX/XX/XXXX I called back for an update. This gentleman said nothing had happened thus far with my reopened case and I told him I had evidence, receipts, witnesses, stores, salons that could prove I was in Ohio and not Texas. He told me to email it to their Fraudulent Case email address. I sent a XXXX document with pictures, my banking statements and witness ' phone numbers. I never heard back and did not receive the letter they promised. On Friday, XX/XX/XXXX, I called back again and asked for another update. They said they could not tell whether or not the evidence I emailed over was looked at and she could not give me an update. She asked if I knew someone name Blessing and I said no. She said that was the name on the ticket that was purchased to go to Texas. She told me she had no other information to share but she would add a note that I did not know a " Blessing '' and for them to look at the evidence. She said another letter would come to me in 14 days. This has been ongoing since XXXX and I received another statement today with an absorbent amount of charges - back charges from XXXX with interest, credit limit fees and a minimum payment I currently can not afford since I just moved. I don't know what to do anymore because I have proof I was not in Texas and would like my charges erased but I feel helpless and ignored. I probably have spent XXXX hours on the phone with them with no conclusions, as well as time going through receipts, calendars and witnesses.
Company Response:
State: OH
Zip: 43551
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Earlier this year, I signed up for the XXXX XXXX credit card through Comenity Bank as I was going to be having some repairs done. The guy at the shop explained that I would have 12 months, no interest, for my purchase as it was over the {$750.00} threshold that was required. So I signed up for the card, as this would let me spread out the payments a bit. I got the card, which included documentation of the {$750.00} threshold. When I made the purchase, the guy at the shop said he was only able to select 6 months no interest, and that I simply needed to call the Card customer service and have them update to the 12 months. Sounded easy enough. But when I called, I got all kinds of run-around. They tried to blame it on the shop, when it wasnt the shops problem. Then they said they would look into it. I subsequently sent them a picture of the documentation that I received WITH THE CARD that showed the 12-month 0 % at the {$750.00} threshold. They chose to ignore that information, and took every bit of 3 months to close the case without addressing the problem. So I called them back. The lady said she didnt know why it had been closed without it being corrected, but that I should send a secure message to have them re-open it, and re-send the previous documentation. So I did that. I received a letter shortly after that saying that they werent going to honor the 12 month promo that they advertised and sent me documentation of ( which seems fraudulent at best ). They did not give a valid reason for not honoring their agreement. Subsequently, I submitted a complaint through the XXXX and the company told them that they would contact me directly for further steps ; that was over a month ago, and they have not. The 6-month promo that they did give me is about to expire, so I need this resolved expeditiously.
Company Response:
State: MO
Zip: 63303
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: On XX/XX/XXXX I called Comenity Bank to settle a debt, I spoke to a guy and he offered for me to settle both debts I had with their company, one being Express and the other Victoria Secret. The payments were arranged to be debited out of my account on XX/XX/XXXX, and they were debited. A few weeks later I received notifications of a change to my credit score, the Express was zeroed out and Victoria Secret was still charged off with a balance. I contacted comenity and explained. The rep told me they applied the payment to the wrong account ( the payment was applied to a XXXX account that was discharged in XXXX ) and they would get it fixed. She stated it could take up to 45 days. I then called another month later, because I received a letter stating the payment was applied to the correct account and that was it. I spoke to another rep that stated the person prior did not word the investigation properly, on XX/XX/XXXX she opened another investigation asking that the investigator listen to my call and see that the agreement was to settle the debt for less. XX/XX/XXXX I called again and was told that the percentage the first person I spoke to was not enough to allow me to settle for less, I said that's the amount he told me so that's what we agreed to and that's what I paid. This is going on now month 4, they have reported to the credit companies again the payment that was meant to be a settled debt, they have re-reported my XXXX today 6 years on the accountthey applied the first payment to, on the very last phone call I had the supervisor told me I had 4 unpaid accounts, I told her those were part of a XXXX and she told me I am still liable for them. She would not tell me the out come of this current instigation, she told me it was closed on XX/XX/XXXX the same day I opened it. I just want this settled and closed. Please assist.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: paid balance in full XX/XX/2023 including charged late fee. Comenity proceeded to charge interest and late fees for 6 months on nothing but the interest on late fees. Called and closed on XX/XX/2023. Comenity refused to address the situation and reverse all late fees and interest on the late fees which shouldn't have been incurred due to the balance already paid in full.
Company Response:
State: CA
Zip: 90278
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Summary : On XX/XX/XXXX I created an online payment in the amount of {$260.00} using the bill pay function through the XXXX XXXX XXXX XXXX website for my Victoria Secret credit card balance. On XX/XX/XXXX the payment cleared my checking account. The payment was due XX/XX/XXXX. I reviewed my bank records and realized I made a mistake and submitted my payment for my old Victoria Secret credit card number, instead of my new credit card number. On XX/XX/XXXX I reached out to resolve the issue. I submitted a cover letter, proof of payment, and bank a statement from XXXX XXXX explaining my error. I requested Comenity bank connect my old account number with my current account number. In addition, I requested the payment I sent to my old account number with a {$0.00} balance be applied to my current account number with a balance of {$260.00} using my identifying information on file. This support of proof has been submitted online through Comenity bank websites secure message center at least four times. In addition, this proof was mailed three times, twice as certified mail. The latest correspondence received from Comenity bank dated XX/XX/XXXX stated they can not verify their bank received the funds for this payment with the support I submitted. I have not received a refund, nor have funds been returned to my bank account from this transaction. This supports the possibility that there was no error with my payment being received by Comenity bank. There is no other supportive evidence I could submit to prove the payment has been taken from my account towards my Victoria Secret credit card balance. My identifying information has been confirmed every time I have called, yet they can not find a payment from my bank account on file for my account balance. Correspondence received from Comenity Bank secure message on XX/XX/XXXX stated we wont collect the amount in question or report you as delinquent to the credit reporting agencies. They reported me to XXXX credit bureau on XX/XX/XXXX and XXXX credit bureau XX/XX/XXXX. I believe this is predatory lending. Below is a detailed timeline of this summary. XX/XX/XXXX I created an online payment from my checking account through the bill pay function from XXXX XXXX XXXXXXXX XXXX. I scheduled the balance of my Victoria Secret credit card to be paid on XXXX to Comenity bank in the amount of {$260.00}. See addendum A XX/XX/XXXX I received a phone call from a Comenity bank representative asking to make a payment as my account was past due. I explained it was paid and reviewed bank details with her. She made a note on my account and suggested I send in support via electronic email. She will send me secure link to submit proof. XX/XX/XXXX I received an email from Comenity bank with link to submit my paperwork proof from the phone call received on XX/XX/XXXX. See addendum B XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX stating they received my claim and are currently researching it. See addendum C XXXX I mailed a request for assistance to Comenity bank. This letter included a cover letter explaining the error, proof of payment, and two pages of my XXXX statement. Addressed to XXXX XXXX XXXX XXXX XXXX XXXX. See addendum D XXXX XXXX I called Comenity bank for status. A representative named XXXX said that it looks like the paperwork has been received as this dispute is in progress. XX/XX/XXXX I received a letter from Comenity bank dated XX/XX/XXXX stating they received my claim and currently researching it. See addendum E XX/XX/XXXX I called Comenity bank for status. A representative said there was a letter mailed stating that the paperwork was received. They will not report it to the Bureau since its in a dispute and all charges & interest will be reversed. XX/XX/XXXX I called Comenity bank for status. A representative confirmed my account was in dispute and the paperwork I mailed had been received. He sent an inquiry to the dispute dept. requesting they send me an update. He suggested I send in an inquiry as well. I received the link via email. See addendum F XX/XX/XXXX I received a letter from Comenity bank dated XX/XX/XXXX stating some of the information necessary to investigate your payment inquiry is missing. See addendum G XX/XX/XXXX I called Comenity bank for status. I spoke with representative regarding the letter dated XX/XX/XXXX. She said no paperwork had been received. She suggested I submit paperwork online and sent a secure link to my email. See addendum H XX/XX/XXXX I emailed Comenity bank a request for assistance. This letter included a cover letter explaining the error ( See addendum I ), proof of payment, and two pages of my XXXX statement. This is the same documentation previously emailed in XXXX, XXXX XXXX. XX/XX/XXXX I received an email response from Comenity bank to check my secure message center inbox as a reply has been posted. This message in my inbox no longer exists. See addendum J XX/XX/XXXX I received an email from Comenity Bank to check my secure message center inbox as a reply has been posted. The message in my inbox no longer exists. See addendum K XX/XX/XXXX I received a letter from Comenity bank dated XX/XX/XXXX stating they received my claim and are currently researching it. See addendum L XX/XX/XXXX I received an email from Comenity Bank to check my secure message center inbox as a reply has been posted. The message in my inbox no longer exists. See addendum M XX/XX/XXXX I received an email from Comenity Bank to check my secure message center inbox as a reply has been posted. The message in my inbox no longer exists. See addendum XXXX XXXX I received a letter from Comenity Bank dated XX/XX/XXXX stating that they received a copy of my banking details. They are unable to track the payment with the information provided. See addendum O XX/XX/XXXX I called and spoke with a representative at Comenity Bank who was making a dispute follow up note on my account. She said on XX/XX/XXXX my dispute was re-opened. It will take another 90 days to process it starting from XX/XX/XXXX. XXXX XXXX XXXX XXXX I received a call from Comenity Banks credit card department asking for payment. I explained I am currently disputing the payment. She spoke with a supervisor to see what they can do to stop the daily harassing calls. There are no notes on the account, and she cant see back to the XXXX payment. Their records only show that I missed a payment. She transferred to a supervisor. Spoke with a male supervisor. He said as of XX/XX/XXXX there was a letter mailed that states they have not received the sufficient information to confirm. I explained my error and asked if he could see my old account number. Then asked for his advice on next steps. Confirmed I have been a customer since XXXX. Suggested to mail in a new letter with both account numbers, include banking information, sign and date the letter. Mail to this address : Comenity Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I received a letter from Comenity Bank dated XX/XX/XXXX stating they received my claim and are currently researching it. See addendum P XX/XX/XXXX I mailed four pages of supportive documentation consisting of a cover letter dated XX/XX/XXXX, proof of payment ( Addendum A ), and a single page of my XXXX bank statement, unaltered and showing the payment taken including the transaction ID. This proof was mailed as a certified mail to Comenity Bank. The was addressed to XXXX XXXX XXXX XXXX XXXX XXXX See addendum Q XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX, stating in their previous correspondence dated XX/XX/XXXX, some information necessary to investigate your payment of {$260.00} was missing. We are not able to accept a bank statement or payment confirmation to locate your payment. Give suggestions on how to resubmit additional information to support my claim. See addendum R XX/XX/XXXX I spoke with a representative at Comenity bank. Explained that I am being harassed by daily calls for the past week. I have an open dispute. She said it was closed on the XXXX or XXXX. Suggested that I go to my bank and get a letter written on letterhead stating that the payment was made. Submit that online to Comenity bank for the fastest resolution. XX/XX/XXXX I had an appointment with XXXX XXXX, an officer at XXXX XXXX XXXXXXXX XXXX She assisted me with printing proof of payment on letterhead. The two pages were stamped with the official XXXX stamp and included her business card. See addendum XXXX XX/XX/XXXX I emailed cover letter dated XX/XX/XXXX, proof of payment on letterhead, and a single page of my XXXX bank statement, unaltered to Comenity bank website. See addendum T XX/XX/XXXX I mailed cover letter dated XX/XX/XXXX, proof of payment on letterhead, and a single page of my XXXX bank statement, unaltered to Comenity bank website. This proof was mailed as a certified mail to Comenity Bank. The was addressed to XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX. See addendum T XX/XX/XXXX I received an email from Comenity Bank to check my secure message center inbox as a reply has been posted. Secure message response exists See addendum U XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX, stating they have received my claim and are currently researching it. See addendum V XX/XX/XXXX I checked my credit through credit wise application. XXXX credit bureau reports a delinquent account was reported by Comenitybank/Victoria reported on XX/XX/XXXX. XXXX {$360.00}. See addendum W XX/XX/XXXX I checked my credit through credit wise application. XXXX credit bureau reports a delinquent account was reported by Comenity bank/VCTRSSEC. Amount delinquent, XXXX. Payment status late 30 days. See addendum X XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX, stating they received my claim and are currently researching it. See addendum Y XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX, stating I recently contacted their office regarding a payment of {$260.00} that has not applied to my account. We are unable to verify our bank received the funds for this payment. We asked that you contact your bank to review the submission of this payment. See addendum Z XX/XX/XXXX I created an online payment from my checking account through the bill pay function from XXXX XXXX XXXX XXXX I scheduled the minimum balance of my Victoria Secret credit card to be paid on XX/XX/XXXX to Comenity bank in the amount of {$16.00}. See addendum AA XX/XX/XXXX I received an email from Comenity Bank on XX/XX/XXXX that my payment had been received. See addendum AB
Company Response:
State: CA
Zip: 93004
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I wanted to buy some furniture for my new apartment from IEKA. Oeople work there suggested me to apply for IEKA Projekt Credit Card due to its installment plans for up to 24 months with 0 % APR. then I applied for that Credit Card. I got it in 2 weeks. I am picky on applying for cards or loans do to my inquiry issues. That is why I decided to at least apply for this card and get the chanc to pay monthly, as costumer service in IKEA suggested. I did my ourchase on Saturday and cashier told me we can not do the instalment plan, we have no idea what it is?. Then, manager came and said ive never heard anything like this.! I called comenity bank on Sat, Sun, Mon, Tue. They tried to transfer me to payment section. After waiting for 20-45 mins, dropped out of the connection. Even a representative gave me 2 fake numbers ( see here XXXX XXXX XXXX XXXX ) None of the representatives talk proper enhlish, confused about how many XXXX in the number!!! I gave up today! That is why I wanted to open a complain in here! Please help!
Company Response:
State: MI
Zip: 48207
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Attempted to dispute with credit bureaus Attempted to contact comedity bank express for months and they just hang up on me Attempting to report here to have it removed off credit as it was reported only to damage my credit as no way was provided to pay the account they are continuing to mail an old address even though ive reported a new address fir a year
Company Response:
State: MA
Zip: 01752
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am submitting this complaint to COMENITYBANK/JARED due to improper used of my report and reporting inaccurate information on my file. I sent them a letter requesting to have an investigation to the unverifiable account, they stated that they did a proper investigation however when I checked my report the inaccurate information such as date opened, date of last activity, date reported, account status and payment history are still reporting. My rights were violated under 15 U.S.C 1681 section 602 A that states that I have the right to privacy, and 15 U.S.C 1681 section 604 A Section 2 stated a consumer reporting agency can not furnish an account without my written instructions.
Company Response:
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/XXXX, I called Comenity Bank who is the card issuer of the Bread Cashback credit card, to dispute a charge on my account for dissatisfaction of the goods or services provided. The bank is refusing to submit a dispute because of my reason for disputing. They told me to take it up with the merchant. I have already done that and the merchant refuses to work with me or provide refund, which is why I am wanting to dispute the charge. The bank is refusing to submit the dispute.
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Other features, terms, or problems
Subissue: Problem with cash advances
Consumer Complaint: On XX/XX/2023 around XXXX est I called bread financial regarding their caesars credit card. I called because my statement showed that I had available credit for a cash advance, but I wasnt able to use the card. The rep answered the line, put me on hold for a few minutes and when she returned she told me their systems were down and she did not know when they would be back up and running. I feel is though, because I have one complaint about the company that they were blocking me from using that particular function of my card. I figured since they are blocking me from using the cash portion of my card then I dont need the card so I close the card because I am truly unhappy with the service that they have displayed and I am a loyal customer. I have always made my payments on my bill and I dont understand why I am being treated this way. I feel like though they are discriminating against me.
Company Response:
State: OH
Zip: 43219
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A