Date Received: 2023-07-20
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Commennity capital doing business as Bread Cashback American Express took almost 9 months to handle the dispute of a purchase while requiring me to make payments and interest charges on {$2800.00}. Now that the dispute has been settled and the amount disputed was refunded they refuse to refund all the interest that was paid on the disputed balance for almost 9 months time period.
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/XXXX we requested that our cash back total on our XXXX XXXX XXXX XXXX serviced by Comenity Bank be transferred to our checking account on file with the bank. When the money never appeared in our account, I contacted customer service. That dept. suggested I contact fraud which eventually sent me back to customer service. I was told the money ( {$140.00} ) had been transferred. When I asked them to identify the account used they could not provide that information. On XX/XX/XXXX I initiated a dispute. On XX/XX/XXXX I received a letter dated XXXX requesting I call a number provided to resolve my inquiry. When I called I was connected once again to customer service who advised the inquiry had been closed without an explanation as to why. After speaking to several people who offered different speculations as to what happened ( rewards were never processed and they were applied to my account- not true ) I eventually spoke with a CS rep who actually tried to be helpful. He was able to determine after speaking with multiple departments that the rewards were sent to a bank account other than the one we had on file. We do not have other accounts. This rep was able to share the last 4 digits of the account used which do not remotely match our account. The bank claims we have responsibility for this and it is our loss. I initiated another complaint and asked for an expedited resolution. The secure message response to this was that the complaint process is 3 months which means they have failed to provide my rewards for over 6 months. This process has been very time consuming and in my opinion is designed to frustrate the consumer and result in resignation.
Company Response:
State: PA
Zip: 18902
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The XXXX XXXX card does not have a website where users can login and make payments. Since I first got the card in XXXX of this year, their website has said that new registration is " temporarily unavailable. '' The only way to make a payment is through a very bare-bones form that accepts your credit card number and only allows you to make a one-time payment. You can't schedule more than one payment. There's no way to set up automatic payments. You can't see any statements or history. That means every month, you have a window of time during which you must go through this weird, tedious process. I would never have expected that in 2023 a credit card would not have a website, would not have online accounts, would have no way of viewing statements online, or would have no way to set up automatic payments. I did make a miss a due date and paid a few days late, because my life is not set up for paying bills the way I did 20 years ago. The fee was {$30.00} for missing a payment by a few days, one time. I did get them to give me a " credit '' for that {$30.00} fee, which they said they can only do one time. The only way to find out that I was charged a fee was to compare my receipts from the store to the balance on their payment form, do the math, and call the customer support XXXX number to ask about the difference.
Company Response:
State: IL
Zip: 60631
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been unable to make a payment to me XXXX credit card with Comenity/Bread Bank because I am unable to access my account. When I attempt to login I receive a message that my account information is incorrect. I have attempted to reset the password numerous times and either never receive the code or receive errors when attempting to enter the new password. Its not you l, its us. We have experiencing systems issues. Please try again later. The information you entered does not match our records when changing the password. I have received countless calls from Comenity bank requesting a payment over the phone but no assistance with fixing my account issues. The account is now passed due and has affected my credit score.
Company Response:
State: NV
Zip: 89081
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: on XX/XX/2023 XXXX XXXX responded back to a dispute i had about an account that was created under my name fraudulently. They investigated and came to the conclusion that the account would be deleted as well as the inquiry that account made. When i called all the bureaus they stated that they dont have that information and the XXXX is still reporting. The account must be removed now because it does not belong to me. PER 15 USC 1681 B YOU ALL ARE BREAKING THE LAW. I DID NOT AUTHORIZE YOU ALL TO FURNISH THIS WRONG INFORMATION THEREFORE IT MUST BE TAKEN DOWN ASAP!
Company Response:
State: FL
Zip: 33324
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act ; this creditor, Comenity Bank/ Victoria XXXX with XXXX XXXX has violated my rights under 15USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 Section 604A Section 2 : it also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B a creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.
Company Response:
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have made payments through my bank, and Comenity Capital Bank does not process my payments upon receipt resulting in daily interest charges and late fees. My most recent example is a payment from my bank to be received by Comenity Capital Bank on XX/XX/XXXX. Today is XX/XX/XXXX, and Comenity Capital Bank has not processed my payment. This has happened twice before with a payment to be received by XX/XX/XXXX. Comenity Capital Bank charged me a late fee on XX/XX/XXXX and processed my check on XX/XX/XXXX. I was charged a late fee once before in XXXX of XXXX with a similar delay in processing. I do not have this issue with any other companies or credit card companies. For example, I sent a payment to another XXXX XXXX XXXX XXXX through my bank to be received on XX/XX/XXXX, and the payment was processed the same day. Comenity Capital Bank is fraudulently holding my payments and possibly others to increase interest charges and late fees.
Company Response:
State: WA
Zip: 99203
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The Fair Credit Reporting Act ( 15 U.S. Code 1681 ) says ( 1 ) The banking system is dependent upon fair and accurate credit reporting. Inaccurate credit reports directly impair the efficiency of the banking system, and unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system. So whenever there is a violation under the FCRA, it impairs the efficiency of the banking system. This is a violation of my privacy with my consumer report, since I control what is listed and what is not. In the event that any accounts are reported without my written consent, that is considered identity theft. This is a violation of both 15 U.S. Code 1681b ( 2 ) and 15 U.S. Code 1681c-2. This leads way to civil liability against the credit reporting agency for negligent and willful noncompliance under 15 U.S. Code 1681n, which allows for {$1000.00} per violation, for account listed without my expressed written consent.
Company Response:
State: CA
Zip: 90059
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
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 presence of a derogatory rating on my account is causing me great concern. I am deeply worried about the impact it may have on my credit. It has already led to 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: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Between XXXX to XX/XX/XXXX, I made several purchases utilizing the Victoria Secret- Comenity Bank Credit Card XXXX Between XXXX to XX/XX/XXXX, I made payments to satisfy the credit account. During this period, I was unable to log into the Victoria Secret-Comenity Bank payment portal, despite resetting my password several times. I kept getting error messages. The Pay Faster Without Sign In option could not locate my account. The site offered an alternative solution to make payments through the XXXX number. I utilized the telephone payment solution from XXXX to XXXX to satisfy the due payments, as I was not able to use the website. Also, during that time, I was not able to view my statements on the website. On XX/XX/XXXX, I wanted to pay the full amount owed on the account and bring it to a XXXX balance. When I called the XXXX number, I selected option three to hear the total amount owed on my account. The telephone automation service stated the total amount owed on the account was {$150.00}. The payment due date was XX/XX/XXXX. I made a payment of {$150.00} on XX/XX/XXXX to pay the credit card to a XXXX balance. After I received confirmation and the payment was posted, I understood the account balance to be XXXX dollars. After a couple of days, I called the automated telephone service and selected option XXXX to make sure the account had a XXXX balance. On XX/XX/XXXX, I wanted to make a Victoria 's Secret purchase using the Victoria 's Secret-Comenity Bank Credit Card XXXX When I logged in to my account to make the purchase, I received notice that my credit limit was decreased by approximately {$1000.00}, and my account was past due. At this time, I was able to log into the Comenity Bank portal through the Victoria 's Secret website and view past statements. After reviewing my statements, I noticed Comenity Bank charge me a {$2.00} fee on XX/XX/XXXX, the statement closing date. On the credit card statement, under XXXX of Account XXXX, the following details are listed : Account No. Previous Balance : + {$150.00} Payments : XXXX Other Credits : XXXX Purchases : XXXX Other Debits : XXXX Fees Charged : XXXX Interest Charged : XXXX New Balance : + {$2.00} From XX/XX/XXXX to XX/XX/XXXX, I received the following charges on the account : XX/XX/XXXX : Minimum Interest Charge : $ XXXX Actual Interest ( {$1.00} ) XX/XX/XXXX : Late Fee : $ XXXX XX/XX/XXXX : Minimum Interest Charge : $ XXXX Actual Interest ( {$0.00} ) XX/XX/XXXX : Late Fee : + {$6.00} XX/XX/XXXX : Minimum Interest Charge : {$2.00} Actual Interest ( {$0.00} ) XX/XX/XXXX : Late Fee : + {$14.00} XX/XX/XXXX : Minimum Interest Charge : + {$2.00} Actual Interest ( {$0.00} ) New Balance : {$30.00} It seems incredibly deceptive and abusive that Comenity Bank can calculate as little as {$0.00} in interest and legally charge me {$2.00}. That is XXXX times more than the interest charge calculated. As a result of the initial {$2.00} fee incurred on XX/XX/XXXX, I was charged {$30.00} in interest and late fees, received XXXX derogatory marks on my credit report, and my credit limit was decreased. All this over XXXX DOLLARS!!! This is ridiculous! Please note : Normally, I use the Victoria 's Secret Comenity Bank website to make credit card payments. However, I was unable to log in. During my attempts to sign in, I received several error messages, despite resetting my password several times. The Pay Faster without Signing In option was unable to locate the account. The site offered an alternative solution to make payments utilizing the XXXX number. I used the XXXX number to make payments on the account from XXXX to XXXX. On XX/XX/XXXX, I wanted to pay the account to a XXXX balance. The automated telephone service provided the total balance of the account, which was {$150.00}. I made a payment of {$150.00} to satisfy the amount owed on the account and bring the account to a XXXX balance. The payment due date was XX/XX/XXXX. After the payment was posted, I called the XXXX number again to confirm the account had a XXXX balance. A {$2.00} fee was charged on XX/XX/XXXX, as a minimum interest charge. From XX/XX/XXXX to XX/XX/XXXX, the account incurred several interest charges and late fees. The total amount due on the account was {$30.00}. I paid the amount in full on XX/XX/XXXX to end the derogatory credit reporting and interest/late fee accumulation. I called the XXXX number to dispute the {$2.00} fee, detailed below. I was told by a Senior Account Executive, XXXX, that she messaged her supervisor to call me. As of XX/XX/XXXX, I have not received a call. After looking through my call logs, voicemails, and emails, I noticed I have not received any telephone or email statement correspondence to inform me of a balance on my account. I have not received any telephone or email statement correspondence informing me the account was past due. I did not know the account was past due until I logged in to my Victoria 's Secret account to make a purchase. The XX/XX/XXXX Call : After calling the XXXX number and asking for customer service, an associate answered the call. I was not able to catch her name. I asked about the {$2.00} fee, the negative credit reporting, and the subsequent fees incurred. She explained the {$2.00} fee was the result of residual interest, which is different from the total amount provided on the statement. I explained to her the automated telephone service provided the statement balance as the total account balance. She repeated the residual interest explanation and said I should have received several statements in the mail to inform me of the charge. I told her I had not received anything. She said I enrolled in paperless statements, so the notifications were sent to my email ( no statements were sent to my email ). She apologized several times for the inconvenience and stated she understood my frustrations. However, she stated the charges were valid. She did not offer a resolution to any of my complaints, and I asked to speak to a supervisor. She immediately transferred me to a supervisor. Enter XXXX, the Senior Account Executive at Comenity Bank ( a title she provided ). Unlike the first associate I spoke with, XXXX did not offer an apology, empathy, or understanding. XXXX was very defensive and unobjective in her explanations. XXXX kept talking over me. I told her that us talking at the same time is creating a communication problem. I told her I would stop talking, let her speak, and then I would speak. XXXX told me to proceed with speaking and got quiet. Once, I started talking again, XXXX would start talking over me again. When I stopped talking, she stopped talking. When I started talking, she would talk over me again. This happened several times. Like the first associate, XXXX offered the same residual interest explanation and stated the charges were valid, despite my telling her several times the automated telephone service provided me the total balance on the account to be paid. When I started the automated telephone service provided me the total amount for the credit card ( option XXXX ), XXXX interrupted me again and told me I asked for the total amount not the full amount. I told her I did not ask for a total amount. I selected the option to hear my total account balance, which I assumed was the full account balance. ( How would Comenity consumers be able to tell the difference? ) I told XXXX the service does not offer a selection between a total account balance statement and a full account balance statement. XXXX repeated her subjective conclusion that I asked for the total amount, not the full amount. Calling me a liar. After voicing my frustrations over incurring several late fees, interest charges, and negative marks on my credit report over {$2.00}, I tried to reason with XXXX and asked if I can pay {$150.00} to satisfy the total account balance, you dont think I could have paid the full amount of {$160.00} to pay the account down to XXXX. No response from XXXX. I asked for a resolution to remedy the situation. XXXX said she could waive XXXX late fee. She said I would have to contact the credit bureau to dispute the negative credit report. This information provided by the Senior Account Executive is false. Only Comenity Bank can request for the negative credit reporting to be removed. To end the call, XXXX offered to transfer me to the payment solutions department. I asked to speak with her supervisor. After placing me on hold, she said a supervisor was not available. She offered two solutions : 1 ) She could message her supervisor and tell them to call me back. 2 ) I could call back. I asked XXXX what confirmation do I have that she messaged her supervisor to call me back? XXXX said I. Can. Either. ( In those words; speaking slowly ; with a pointed tone ) : 1 ) Allow her to message her supervisor and tell them to call me back. 2 ) I could call back. I told XXXX instead of answering my question, you just repeated yourself, so I repeated my question. XXXX said I can have her name and employee number. As of XX/XX/XXXX, I have not received a call back from her supervisor. NO ONE would knowingly incur several late fees, interest charges, a credit limit decrease, and 2 derogatory credit marks over a {$2.00} residual fee. NO ONE. This is an abusive and deceptive practice that needs to end.
Company Response:
State: MS
Zip: 38654
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A