Date Received: 2023-07-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Back in XXXX of 2022, there was no announcement that Comenity Credit Card was going to shut down their payment processes online. There was no way to log in to see what was being billed, there was no way to make a payment, not even by phone. Then when I found out " XXXX XXXX '' was opened in XX/XX/2022 there was still no representation of statements of bills and no way to know how much was being charged to my account. There was no announcement that the website was back up. As of now, I can see statements, but not all of them are accounted for XX/XX/2022 is missing. I have been trying to make payments and sent Comenity two physical letters from my bank stating the payments were never tried and have not heard back from them on this specific topic. I have been charged for " chargebacks '' saying Comenity tried to charge my bank but it never went through. None of the payments I scheduled went through the day I scheduled them to go through. I have been charged late fees that have added up to over {$200.00} on my credit card. I asked to have them removed, but no response was made until today XX/XX/2022, and was just simply told I did not qualify. Other customers of Comenity were subjected to waived fees and charges. I have reported them to the XXXX, but nothing was done and no reports or changes have been made. I have also received a " bill '' in the mail explaining my account was closed due to the supposed sent-back payments. Since XX/XX/2022 I have not received a physical letter, bill, or email stating their apology, or updates on the interest I should not have been charged, and they still continue to charge interest and late fees to this date. Nothing was done on their part with the last case so I am making a new case. No apology, no explanation was given, and no charges were stopped or managed.
Company Response:
State: IL
Zip: 60440
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This has been going on since XX/XX/2022, 3 cards were opened with my information when I opened a XXXXXXXX XXXX XXXXXXXX account, my information was stolen, 2 of the cards did their research, XXXX and XXXX credit and they showed stuff sent to my address as well, but packages get stolen in our community every day, it's always happening. Comenidy Bank is the only one who refuses to delete this fraudulant account from my credit, I called them and reported the fraud as soon as I found out it was another account that I didn't open, I have spoken to numerous people in their fraud department over the past year and I am sick of fighting with them, again this is NOT my account, I did not purchase anything on this card. They continue to add interest to the account which is on my credit report, I have enough credit cards, if I wanted something I'd purchase on those, I want this fraud dropped from my account!! I have worked hard with the cards I have to raise my credit score and this account that is fraud needs to be deleted, Ive spoke to XXXX in the fraud unit, he did nothing, I spoke with a XXXX he said he got it fixed, I spoke to XXXX who said they had just had a system update or change and it was a glitch and boxes weren't checked and things weren't done correctly to my fraud account, then after he said it was fixed and noted, I also spoke to XXXX a few times she tried to get me thru to fraud dept, because they never answer, we had no luck either so I spoke to a supervisor XXXX I think her name was and she told me not to worry it was taken care of, but it still hasn't, The company is not listening to what I've been reporting to them for over a year, I NEVER USED OR APPLIED FOR YOUR XXXX CARD I HAVE PLENTY OF MY OWN DELETE FROM MY ACCOUNT ITS FRAUDULENT I am sick of fighting with this company I never received ANYTHING from this place nor did I ever apply for this card I have plenty of my own I don't need anymore and this was reported by me because I found it after we found the XXXX one with someone with my name address and email on XXXX my son had sent me money and it went to that lady, she had all my information and thats when I looked up my credit report to find the XXXX credit and this XXXX bank card was applied for and I called that date to report it, and here I am a year later ONLY fighting with YOUR BANK, ridiculous I NEVER APPLIED FOR THIS ITS FRAUD DELETE FROM MY CREDIT REPORT AND LEAVE ME ALONE!!! ITS FRAUD I NEVER OPENED ANYTHING WITH THIS BANK,!!!!
Company Response:
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I was mailed an advertisement from XXXX bank that was in my name saying : " Activate your new XXXX XXXX XXXX XXXX XXXX credit card and earn {$100.00} cash back when you spend {$2000.00} with your card before XX/XX/2023 '' After receiving this, I activated the XXXX card I received earlier in the mail. I spent the {$2000.00} with this card before XX/XX/2023. I called Comenity in XXXX, asking where the {$100.00} cash back was and I was told I needed to wait 90 days but that I already met the promotional terms. After waiting 90 days, I called XX/XX/XXXX and talked with XXXX. ( Customer rep # XXXX ) I was told that I met the promotional terms and that I would see the money in a few days. After waiting a couple of days, I called XX/XX/XXXX and spoke with Mikala ( Customer XXXX # XXXX ). At this point, I was told that I would not receive the {$100.00} because the advertisement was mailed to me in error. I asked why I was not told this in any of my previous phone calls and XXXX could not explain why. The rep then offered that a letter was sent XX/XX/XXXX informing customers that the offer was issued erroneously. I asked why I haven't received it or why the letter was sent out so much later than the original letter and XXXX could not explain why. I asked how they could send such a letter after XX/XX/XXXX ( the spending deadline ) and was not given an explanation. I asked for a copy of the letter and XXXX explained that should could not give me a copy. I have met the terms of the promotion ( of this there is no dispute ) The company simply does not want to pay me because they claim the offer that was mailed to me personally in error. I did not receive this letter and even if the claim is true that they did send the letter, the rep said the letter was mailed XX/XX/XXXX, at least XXXX months after the promo was sent out and past the date when the promotion ended! I have never made a complaint with the CFPB before and I've never had an incident where a bank refused to comply to its own terms written to me personally. I am simply asking for the {$100.00} promised in the promotion. If I did not receive this promotion, I would never have spent {$2000.00} on this card I have attached the promotion below that was mailed to me personally with my name and address.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I had an XXXX XXXX XXXX XXXX for about 6 months or so. On XX/XX/2022 I called Commmenity Bank to get a FINAL payoff figure - I got and paid the final payoff figure of {$260.00} on XX/XX/2022. I was assured the account was closed. A month or so later I got a bill for {$2.00} cents ... .. i refused to pay anything more on an account that was CLOSED. Now these monthly bills and harassing 4 to 6 daily phone calls say i owe {$110.00} - on an account closed XX/XX/XXXX. I called the company again today and was told there was " nothing they could do to credit any of the interest charges because my account was closed ''????? But I can continually get charged monthly for an account that is closed? I am understandably angry. I have other credit cards that are all in excellent standing. I would appreciate any help with this issue. Thank you.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I had a XXXX credit card with Commenity bank in XXXX to XXXX it closed and I havent dealt with this company since then. I filed bankruptcy and it was discharged XX/XX/XXXX, I called and advised them prior to it being filed and after filed given case number etc. They went on my report and filed a inquiry from XXXX as if I applied for an account and made remarks after knowing it was discharged with that causing my credit to be decreased and still having the inquiry on my report today. I have been calling company several times to ask them to remove inquiry she said she doesnt know why that was done and it will be fixed but still not fixed yet. Im calling but keep being transferred and spoken to in a rude manner and hung up on every time I call and put my number in it wont get answered and Im being penalized after doing everything legally.
Company Response:
State: NC
Zip: 28278
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I make timely payments only to be charged late fees and assessed more interest on my account. I contacted them and they responded advising me to pay at their local store. XX/XX/2023 XXXX XXXX OH {$91.00} XX/XX/2023 PAYMENT - THANK YOU - {$300.00} XX/XX/2023 XXXX XXXX OH {$28.00} XX/XX/2023 Interest Charge On Purchases {$110.00} XX/XX/2023 PAYMENT - THANK YOU - {$200.00} XX/XX/2023 LATE FEE {$41.00} XX/XX/2023 Interest Charge On Purchases {$110.00} XX/XX/2023 PAYMENT - THANK YOU - {$270.00} XX/XX/2023 LATE FEE {$41.00} XX/XX/2023 PAYMENT - THANK YOU - {$100.00} XX/XX/2023 Interest Charge On Purchases {$110.00} XX/XX/2023 LATE FEE {$30.00} XX/XX/2023 PAYMENT - THANK YOU - {$200.00} XX/XX/2023 XXXX XXXX OH {$42.00} XX/XX/2023 XXXX XXXX OH CREDIT
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Management of my XXXX XXXX credit card account was transferred to Comenity in XXXX of XXXX. Under the previous management, my bills were paid in full every month via automatic payment. I received a letter from Comenity, dated XX/XX/XXXX, stating that the automatic payment arrangements on my account did not carry over to Comenity when the account was transferred and that because of this error, Comenity would not charge late fees to my account for the next two billing due dates. ( See Document 1 ). I reviewed my XXXX bill online and saw that there were interest charges to my account that resulted from the auto payment omission. I immediately contacted Comenity Customer Support and requested that the charges be removed. I was told that some of the interest charges could be removed but that a charge of {$110.00} could not be removed because it was related to my account balance exceeding my credit limit. ( See Document 2 ). This account balance problem was another consequence of Comenitys auto payment omission. The Comenity Customer Support representative agreed that the charges were due to Comenitys error and offered to submit a claim for reimbursement on my behalf. I received a letter from Comenity, dated XX/XX/XXXX, confirming that this claim had been filed. ( See Document XXXX ). The confirmation letter asked that I allow up to 90 days to complete the investigation. The process took over six months to complete and would probably still be ongoing if I had not been calling Comenity Customer Support every other week to check the status and try to move things forward. I finally received a letter from Comenity, dated XX/XX/XXXX, indicating that my request for reimbursement had been denied and that the claim had been closed. The reason for denial was that Comenity had received my XXXX payment after the due date and that the finance charge was valid. There was no mention of the original issue of charges related to my exceeding the credit limit. The decision also does not consider that late payments in XXXX were supposed to be forgiven due to the auto payment omission. In any case, the explanation is totally out of sync with the original claim. ( See Document 4 ). I contacted Comenity Customer Support after receiving the latest letter and was told that since the claim had been closed, there was no way for them to look at it to see the original claim description or any notes that had been added to the claim. I was told that the only way to re-open the issue was to start over and file a new claim from scratch. I wrote a summary of all the actions that had been taken and submitted it to Comenity by mail on XX/XX/XXXX. In the letter I requested that the issue be re-opened and asked for a response within XXXX business days. As of XX/XX/XXXX, I have not received a response to my request.
Company Response:
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: This is with Comenity XXXX XXXX XXXX fraud open on date XX/XX/23 with amount of XXXX $
Company Response:
State: TX
Zip: 76001
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: For several months, I was not able to access my XXXX XXXX account ( Comenity Bank ) online and would get an odd error message. I would also get the same error message when trying to change my password ( to try to clear the login issue ). I have had the account for many years with paperless billing. Before paying the current bill in full, which is my standard practice, I always review the specific charges first, which I could not do, since I could not access my account. In the meantime, I knew the minimum payments would be made because I had set up autopay. I called approximately 2-3 months ago and the customer service person I spoke with confirmed the login problem for my account, and said I should try again in a week and by then the login difficulties should be fixed. She also said they would start sending me paper bills. Two weeks passed, and I still couldn't access my account and I have yet to receive a paper bill. So I called back, and that customer service representative also acknowledged the login problem with my account and unregistered my card so I could reregister it and hopefully clear the log in problem. But, when I tried to reregister, the registration function was down and was not available. The customer service representative who had unregistered my card acknowledged this, and said I should try again later. Two to three weeks later, the registration function is still not available, and I have still not received a single paper bill. So I called again today. This time I paid my bill in full over the phone, without an opportunity to review the charges, because I already had a late charge. When my card was unregistered online, my autopay election was also cancelled apparently. The customer service representative today has put in a request to reverse my late charge. She also said I needed to work with my local post office, to see why I am not getting my paper bills. I live in a very densely populated urban neighborhood and the mail delivery is notoriously poor, which is why I always elect for paperless statements. So now I also have to worry about the fact that paper statements are being delivered to the wrong address, on top of not being able to check the charges actually made to my account. She suggested I keep using easy pay function ( which does not allow me to review charges ) and said hopefully the card registration feature would be fixed. I simply gave up and today paid my account in full, without an opportunity to review the specific charges, including any interest that had accumulated.
Company Response:
State: VA
Zip: 23220
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been waiting to buy a home since XXXX, my credit union sent commentity bank a cashiers chgeck to payoff the card and that check was delivered on XXXX. I started a dispute in early XXXX and I was told the dispute team would take care of it and not to worry. They told me I wouldnt be responsible for making payments while they located the check and closed my account and that all of the fees I saw after they received the check would be removed. A month later my credit score dropped XXXX points because they DID report me 30 days late TWICE now!. Now I can not buy a home and EVERY TIME I send a message I get the same response " Disputes can take up to 90 days ''. My question they will not answer is, What other outcome could there be if we sent them copies of the cashiers check, delivery receipt, and the payoff letter? Why has it taken 2 months? Why cant I get an answer on this? They also REFUSE to sign a release of funds which would allow my back to cancel the check and wire the money. I am literally stuck here meanwhile I lost out on 2 homes to purchase and can not buy the car I was in the middle of shopping for. This is RIDICULOUS. Then when you reach out they tell you they're in the middle of researching it and will get it resolved as quickly as possible. I have been hearing that for 8 weeks!!! Please look at the documents I attached and ask yourself what you think would be fair at this point given the fact that I have spent over 40 hours dealing with this and lost the opportunity to buy a home.
Company Response:
State: ID
Zip: 83646
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A