Date Received: 2023-08-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2023, my bank, XXXX XXXX, sent a scheduled bill payment of {$140.00} to my XXXX XXXX credit card ( which is owned by Comenity Capital Bank ) on my behalf. On or about XX/XX/2023, I started receiving calls from XXXX XXXX regarding a missing payment. I logged into the XXXX XXXX website to check my account. I did not see the XX/XX/2023 payment for {$140.00} in my transactions on my XXXX XXXX account and I called them to inquire about this missing payment. I was told it could have been lost in the mail and to check with my bank to see if the payment had been received. I made a payment right then, on XX/XX/2023, for {$160.00} to cover the minimum payment due and the late fee I was charged for the missing payment. I contacted my bank, XXXX XXXX, and they informed me that the check they sent on XX/XX/2023 for {$140.00} ( check number XXXX ) had been deposited by Comenity Bank on XX/XX/2023. I requested a copy of the cancelled check images from XXXX XXXX, which I received on XX/XX/2023. I sent a secure message to XXXX XXXX via my online account explaining that my payment was still not credited to my account, and I attached the images of the cancelled check from my bank as proof that the payment was indeed received and deposited. I have also attached the same images of the check from my bank showing it was deposited into Comenity Banks account at XXXX XXXX XXXXXXXX with this complaint. XXXX XXXX messaged me back and said they would research my issue and get back with me. They also sent a message stating that " until we find the best resolution for your concern, we won't collect the amount in question or report you as delinquent to the credit reporting agencies. '' I have included copies of the messages between myself and XXXX XXXX as well as a copy of the letter sent to me via USPS mail on XX/XX/2023 with this complaint. I continued to make payments to my account. My payments are due on the XXXX of each month and I made a payment every month since the missing payment in XXXX, which they stated was under investigation and would not affect my account until it has been investigated, which could take up to 90 days. Despite being told by XXXX XXXX on XX/XX/2023 via secure message that " until we find the best resolution for your concern, we won't collect the amount in question or report you as delinquent to the credit reporting agencies '', and making a payment every month in excess of the minimum amount due, I have incurred XXXX different late fees totaling {$110.00} to date and my account has been reported as 30 days and 60 days late/past due, which has caused my credit score to drop over XXXX XXXX at all three credit bureaus. Before this incident, I have never, ever had a late payment reported on my credit. I also contacted all three credit bureaus independently to have this erroneous information taken off of my credit reports and when they contacted XXXX XXXX, they were not told anything about the missing payment that was being investigated, they were only told that two of my payments were 30 days late, which has never been correct. I received another letter from XXXX XXXX on XX/XX/2023 stating that they were unable to verify our bank received the funds for this payment and that their investigation was now closed. I contacted XXXX XXXX via phone again on XX/XX/2023 when I received the aforementioned letter in the mail and was told the investigation was closed and they didnt find the missing payment. I submitted the check images from my bank again showing the check for my missing payment was deposited into their bank account and was told that they would investigate the missing payment issue again. I received a letter on XX/XX/2023 stating recently, you mailed us a copy of your cancelled check. We appreciate you taking the time to do this ; however, we must request another copy. The original was illegible, and we are unable to read the information necessary to research your dispute and once this information is received, we will be happy to make the necessary adjustments to correct your account and finally that at this time, our investigation is concluded. I called XXXX XXXX on XX/XX/2023 when I received the aforementioned letter and asked if they could see the images of the check I submitted to them on XX/XX/2023, to which the representative stated she could see the images. The representative, who said she was a supervisor, stated they would issue a courtesy removal of the negative information on my credit reports and that I needed to upload the cancelled check images again and they would reopen their investigation. I went onto my XXXX XXXX account and sent another secure message ( copy attached ) with the check images attached to it again, asking for the investigation to be reopened, as she instructed. To date, I have not had any other response to this issue and my credit scores are still showing a late payment sometimes two late payments for XXXX and XXXX- which has significantly impacted my credit score. I would appreciate your help in this matter.
Company Response:
State: VA
Zip: 24541
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: We purchased a home and opened an Ikea Projekt card through Comenity Bank to help us finance our home projects. The terms of the card state that purchases over {$500.00} qualify for a 6-month 0 % APR, purchases over {$1000.00} qualify for 12 months at 0 %, and purchases over {$2500.00} qualify for 24 months at 0 % APR. Due to the logistics of our needs, we made 4 purchases, 2 over {$2500.00} that qualified for the 24 months and 2 over {$500.00} that qualified for the 6 months 0 % APR. We are now 2 months into our repayment, and our payments, including the amount over the minimum, are being applied to the largest balances first. We have been told we are not able to designate which balance our payments are applied to, even the excess of the minimum payment, unless we make a payment that pays one of the promotional balances in its entirety. Essentially, to avoid paying interest we have to make lump sum payments in the amounts of the two smaller 6 month amounts, which is a stark contrast to the advertised intention of dividing the cost of a project over a 6 month period. Rather than applying payments to the lowest or nearest term balance, in a way that is beneficial to the consumer, Comenity is insisting their system is only able to apply payments to the highest balances first, essentially guaranteeing that we will accrue interest and not benefit from the financing as advertised. I spent an hour on the phone today, escalated the call three times, finally got a complaint filed with XXXX by XXXX, but she clearly stated that I should not anticipate a follow up from Comenity, as that is not their policy. I would like my payments, especially those above the minimum payment, applied in an equitable manner that is to my benefit as a consumer.
Company Response:
State: NJ
Zip: 07076
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/XXXX a payment of {$190.00} was made to BJs XXXX from my XXXX account XX/XX/XXXX my BJs card was declined I called XXXX and was told they didnt receive the XXXX payment. I immediately authorized a payment of {$260.00} from my XXXX account. I checked my account with BJs and realized the XXXX payments were not credited to my account. I closed the account and filed a fraud complaint. XX/XX/XXXX a payment of {$250.00} was made from my XXXX account to BJs XXXX XX/XX/XXXX the XX/XX/XXXX payment was not credited to my XXXX account this error was added to my complaint. I received three letters stating that they were investigating my complaint. XX/XX/XXXX I met with the vice president of my local XXXX and asked for help. She called XXXX and they hung up on her. She wrote a letter to XXXX stating that the three amounts I was disputing were paid. XX/XX/XXXX XXXX wrote requesting a copy of my banking details from 30 days after the payments processed and a letter from my bank XX/XX/XXXX XXXX XXXX wrote another letter with my banking details. XX/XX/XXXX Comenity sent a letter that stating : On XX/XX/XXXX you filed a fraud dispute on the above BJS XXXX MASTERCARD credit account with us. After our thorough investigation of the claim we have concluded that you are not responsible for the disputed balance amount on the BJS XXXX MASTERCARD credit card account. In addition, we have submitted a request to the three national credit reporting agencies to remove this account from your credit bureau report if applicable. Please allow XXXX to 45 days for the update to occur. XXXX XXXX I received correspondence from Comenity stating : On XXXX XXXX you filed a fraud dispute on the above BJS XXXX MASTERCARD credit card account with us. After our thorough investigation of the claim we have concluded that you are not responsible for the disputed balance amount on the BJS XXXX MASTERCARD credit card account. In addition, we have submitted a request to the three national credit reporting agencies to remove this account from your credit bureau report if applicable. Please allow 30 to 45 days for the update to occur. XX/XX/XXXX I received this correspondence from XXXX stating : Thank you for contacting XXXX XXXXXXXX XXXX. As the bank that issues your BJS XXXX MASTERCARD credit card account. After reviewing our records, we can confirm receipt of the following payment {$240.00} on XX/XX/XXXX. We credited this payment to your account. Your current balance is {$0.00} XX/XX/XXXX I called XXXX and was told BJs accounts were now handled by Capital One. I called Capital One and was told this dispute was the responsibility of XXXX. I have no idea where the {$240.00} was put as I closed my BJs account XX/XX/XXXX XX/XX/XXXX Correspondence I received from XXXX On XX/XX/XXXX you filed a fraud dispute on the above BJS XXXX Mastercard credit card with us. After our thorough investigation of the claim, we have concluded that you are not responsible for the disputed balance amount on this BJS XXXX Mastercard credit card account. In addition, we have submitted a request to the three national Credit reporting agencies to remove this account from your credit bureau report if applicable. Please allow 30 to 45 days for the update to occur. Please accept our apologies for an inconvenience this situation may have caused you. If you have any further questions please feel free to contact us at XXXX. XXXX XXXX Correspondence I sent to XXXX Resolution : {$780.00} Regarding my complaint XX/XX/XXXX, I have had several communications to and from XXXX. I am sending to you today the most relevant in respond to your most recent correspondence ( XX/XX/XXXX ) As well as copies of other documents that further back my claim. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I received the same letter but no refund. I do not have a BJS XXXX Mastercard credit card at all. This issue will be resolved when I receive a check made out to : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, RI. XXXX In the amount of {$780.00} XX/XX/XXXX in two envelopes addressed to me from XXXX I received two checks made out to me for {$250.00} ( {$510.00} ) Which I immediately deposited into my checking account. I sent my advocate XXXX XXXX from my employee assistance program, an email stating I was satisfied with this amount and didnt wish to pursue the issue for {$270.00} XX/XX/XXXX my bank informs me that a check for {$250.00} was not covered and I now had an additional overdraft charge of {$15.00}. I called XXXX and we set up a time for us to both be on the line to speak with Comenity. XX/XX/XXXX A call was made to XXXX. We were told that Capital One was responsible for this account and we were given the number to call. XX/XX/XXXX today we will make the call. A call was made to Capital One. Since I had closed my account in XXXX of XXXX it was not sent to them from XXXX. I was instructed to call Capital One. I was on the phone with the fraud department but then transferred to the customer care they have NO record of my complaint and I have to send everything in again to the very same address as I have been sending it to. XXXX XXXX All the information that was requested was sent Certified Mail XX/XX/XXXX And was received by Capital one on XXXX XXXX. XX/XX/XXXX no response from Capital One
Company Response:
State: RI
Zip: 02905
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: The limited was closed. Reported on my credit Report as closed paid as of XX/XX/23 when credit was pulled, Not negative reporting see attachment exhibit 1 - then on XX/XX/23 reported as 30 days past due. This was already paid never late. Comenity is at fault and they refuse to correct. I have two their account both paid on time never late, why would they give me other credit cards if I was late? Im so angry and disappointed that someone doesnt take the extra time to look at this and know its a mistake on Co entity part. See attachments my next step is to get an attorney.
Company Response:
State: NJ
Zip: 08060
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I had a XXXX Visa XXXX card for traveling, i closed account last year until i returned to the USA and reapplied for my card, Comenity Bank Visa the bank has lied mislead and continue to lie and make false statements
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I settled 3 accounts with Commenity on the same day and call. The representative must have not closed out one correctly. They reflected the XXXX retail card correct. I had to fight to have them fix Victoria Secret that agent said its recorded I settled all 3 accounts but the representative didn't close the Victoria Secret correct nor Torrid. So then they fixed only Victoria Secret. Over a yr later from XX/XX/XXXX I did all I could to resolve all my debt. Now ever since XX/XX/XXXX community continued to report late & derogatory and not reflect the settlement. It has ruined my hopes of growth again. I can't help my daughter with college due to my continuing late from Torrid. I have spent over 13 hrs on the phone. Countless calls and now they sold the debt. I filed with XXXX XXXX they said it was settled. Still dealing with it all. Please this has just bothered me daily I can't believe they haven't taken the time to look at it logically. Fix this reflect it the way the other 2 accounts finally show. I am begging for any help. Over 1 yr later all the late. Thank you
Company Response:
State: OK
Zip: 74014
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: FL
Zip: 33615
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: FL
Zip: 33615
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: Have contacted the company and tried to get a card reissued in XXXX, XXXX and XX/XX/2023. I was informed that because the information the company has on-file for me is different from what my current address is they will not reissue a card. Nor will they provide an account number by phone so i could register my account for PAYMENTS, making it hard to make payments on-time. I also requested this account number by mail so that i could set up auto payments but the statement arrived and the account number was still masked. this makes it impossible to make my payments on-time. because they will not provide me with any of my account information on a account that is current and i am the only one making payments. This company is also reporting this wrong inaccurate address to the three major credit agency which is even more problematic for me due to this information being inaccuracy. The address that is being reported from this company is an address that I did not provide to this company. So how ever they obtained this information is not from me. The address I provided when I opened the account and the address I provided when I updated my account should be the only information this company should have and should only be reporting the information I provided. Not information they have obtained from an outside source. Not only are they not reissuing my card that works they are also providing inaccurate information to my credit report and I have tried to dispute this information however because I have an open account with smile generation and they are the ones providing this information my disputes have closed with adverse effects to my credit report because the information is wrong. which is also causing me to miss opportunities to establish better credit because what they are reporting does not match what it match on my applications.
Company Response:
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A