Date Received: 2023-07-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: The complaint is against Comenity Bank, now known, renamed as XXXX XXXX. I have a XXXX & XXXX account under Comenity Bank. I have had the account since -- XXXX -- XXXX. The issue that I am having is that they have refused to send me a statement via US mail or online. I have been denied access to my online account. The account number has changed, etc. I have called tirelessly regarding access to the account... but to no avail. I no longer have the account number, Thet have refused to give me the account number Funds are being extracted from my account monthly. I no longer have any idea as to how much is owed along with any associated fees and interest. Each time that I have actually communicated with anyone I am passed on from representative to representative. All promises of sending a statement or to links accessing email have become null and void. *Note, when i spoke with a representative I was informed that my XXXX & XXXX account would be cancelled upon completion of payment. I have no idea as to what is owed and can not rely on verbal representatives lack of information.
Company Response:
State: GA
Zip: 30088
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I receive notification from court that I was being sued for credit card debt that was purchased by collection agency. They said that I bought sent over {$3000.00} at Zales for earrings. I did have a Zales credit card but I never used it and assumed the account was closed. I sent in a response back in 2020 that I disputed the debt and never heard anything back. I also disputed the debt on my credit report and it was removed. In XXXX of this year I received a notification from my job about possible garnishments. Apparently, there have been multiple hearings that I was not notified about to be able to defend my side. When I contacted the collection agency, they keep saying they are gon na send me information from the Zales but all they sent was a statement.
Company Response:
State: IN
Zip: 46410
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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 deeply concerning to me. I am worried about the impact it may have on my credit, as 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 significant financial and emotional distress this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: FL
Zip: 33614
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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 deeply concerning to me. I am worried about the impact it may have on my credit, as 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 significant financial and emotional distress this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: NV
Zip: 89103
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Managing an account
Subissue: Problem with renewal
Consumer Complaint: Bread Savings includes the following information on its Web site XXXX XXXX XXXX XXXX ) regarding renewal rates for one-, two-, and three-year certificates of deposit ( CDs ) : CD Renewal Rates : We appreciate our loyal customers, and to show our gratitude we offer an even higher renewal rate for 1, 2, and 3 year Certificate of Deposit ( CD ) customers. You don't have to do anything to get these rates when you let your CD automatically renew. Product Annual percentage yield Interest rate Renewed XXXX CD 5.30 % 5.16 % Renewed XXXX CD 5.05 % 4.93 % Renewed XXXX CD 4.55 % 4.45 % ( end of excerpt ) The plain meaning of this text is that someone who holds a Bread Savings CD of one of these terms will receive the respective yield and interest rate " automatically '' by allowing the CD to renew. For example, if someone holds a Bread CD with a one-year term and a product yield of XXXX percent on XX/XX/XXXX, he or she automatically will receive a yield of XXXX percent if he or she allows the CD to renew on or about XX/XX/XXXX. When I spoke with a customer service representative from Bread Financial on XX/XX/XXXX, she told me that the renewal bonus of XXXX percent would apply to the yields in effect at the time of renewal and that these might not be the same as those that appear on the Web site at the aforementioned address. In other words, the renewal yield rate might be XXXX percent if the rate on one-year CDs is XXXX percent XXXX year from now. I pointed out to the customer service representative twice that what she was telling me contradicted what appeared on the Web site. I read the text from the Web site to her on the phone. That text says " automatically '' and it does not refer to a XXXX percent renewal rate premium. Instead, it refers to actual renewal rates and it lists the rates for each applicable CD term. Moreover, it does not say, " These are example rates that would be available today, '' or " Rates may vary at time of renewal. '' While footnote 2 on the page notes that annual yields are subject to change, this conspicuously applies only to the section referring to current CDs. The section referring to CD renewal rates for loyal customers is silent on such an advisory for yields being subject to change. There is another footnote for the renewal rates, footnote 6, but it only refers to the limiting condition of applicability of this renewal rate to one-, two-, and three-year CDs. Bread Savings could have advised that the renewal rates are subject to change, but it did not do so. The fact that it did so for another section of the page provides support for concluding that the omission of this limiting term for renewal yields was intentional. Since I pointed out this issue to the customer service representative on XX/XX/XXXX, and this text on the Bread Savings Web site remains unchanged as of XX/XX/XXXX, this adds to the basis for concluding that the omission is intentional. Either the Web site is wrong or the customer service representative was wrong. Either way, the bank might be engaging in a deceptive marketing practice and this requires investigation and a response from the CFPB and possibly the Federal Trade Commission, U.S. Department of the Treasury, and the attorney general of my state.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My accounts including XXXX and Zales, both issued by Comenity Capital Bank, show over payment balances. The XXXX account shows a credit balance in amount of {$41.00}, requested a refund via ACH deposit several days ago on XX/XX/28, account shows credit balance as of today, XXXX, no refund processed. The Zales account shows a credit balance in amount of {$920.00}, not including a recently mailed payment in amount of {$20.00}, which may post by time Comenity rep ( s ) research this matter and reply back. I've also requested a refund via ACH to my bank account for this account as well, account still shows overpayment amount of {$920.00} as of today.
Company Response:
State: CT
Zip: 06320
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: On XX/XX/XXXX, I was enrolled in Comenity Bank 's hardship program due to my financial situation. The enrollment took place over a phone call, during which the agent assured me that my interest rate would be reduced and any late payment charges would be waived. To set up automatic payments, I provided my bank account number and went through multiple verification steps. The call was recorded for customer service purposes, and before ending the call, the agent confirmed that everything was set up correctly. However, on XX/XX/XXXX, I received a letter stating that I had not met the payment requirements. Troubled by this, I promptly contacted the bank and was informed that they would investigate the matter and get back to me. Unfortunately, I haven't received any communication from Comenity Bank since then. In the meantime, they reported the late payment to the credit bureau, causing significant damage to my credit score. Despite making multiple calls since XXXX, both Comenity Bank and the credit bureau have failed to assist me, exacerbating the negative impact on my credit. I respectfully request that Comenity Bank provide me with a copy of the recorded phone call as evidence of our agreement regarding enrollment in the hardship program. Furthermore, I request that they take immediate action to remove the late payment from my account, as it was a direct result of their failure to fulfill their promises. I also urge the bank to discharge any accrued interest rate charges and late payment fees, considering this situation as a failure of their service. It is my sincere hope that Comenity Bank will rectify this matter promptly and restore my credit to its rightful state. Furthermore, I would like to emphasize that the bank 's actions have caused significant stress and hardship in my life. By reporting the late payment to the credit bureau, my credit has been severely damaged, resulting in the inability to obtain loans or credit when needed. It is crucial for Comenity Bank to acknowledge the negative consequences their actions have had on my financial well-being and take appropriate measures to rectify the situation promptly. Thank you for your understanding and assistance in conveying this message to the relevant parties. If there is any further information I can provide, please let me know.
Company Response:
State: CA
Zip: 90025
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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: In XX/XX/XXXX I discovered an inaccurate report on my credit report while applying for a mortgage. This error has resulted in a denial which has adversely affected me financially and made it impossible to secure suitable housing. I contacted the creditor, Comenity Bank, directly via their XXXX number. They were unable to provide any details as they showed the account closed and sold to a 3rd party collection company, XXXX XXXX. I then contacted XXXX XXXX for details about this account as I had no recollection of opening a credit card with Comenity Bank. They too had limited information and referred me back to Comenity Bank. After numerous calls with supervisors at Community Bank I was able to ascertain the purported debt is from a My BJ 's membership card which I never authorized. Without my knowledge this card was opened despite me paying cash for my purchase at the retail outlet with my a free trial membership. An automatic BJ 's membership was charged to the card. I never received the physical card. I never activated the physical card. I never received any bills or statements. Without my knowledge and consent this account was created and an automatic {$59.00} membership fee was assessed. Nothing else was ever billed to this account. The {$59.00} fee ballooned to a {$340.00} credit charge off on my report and a secondary collection from XXXX XXXX. On XX/XX/XXXX I sent a certified letter to Comenity Bank addressed to the Clerk of Records asking for this to be investigated and resolved. To this date, I have not received any response. After not hearing back, I sent a simliar letter to XXXX XXXX who opened their own investigation. On XX/XX/XXXX, XXXX XXXX mailed a letter stating they couldn't substantiate the debt and they have ceased collections considering this a closed matter. They immediately deleted all records of their collection activity from my credit report. However, the charge off was still showing on my report with a balance from Comenity Bank. I then proceed with another letter to Comentiy and this time all three credit bureaus. Once again, I received no response from Comenity Bank but the three credit reports did update the reporting balance from {$340.00} to {$0.00} keeping the charge off as verified. The charge off status is completely inaccurate and is still preventing me from securing a mortgage six months after my initial attempt. I have exhausted all resources in attempting to resolve this with Comenity Bank and the credit bureaus.
Company Response:
State: PA
Zip: 17603
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Received letters from following banks denying me a credit card application. I never applied for these credit cards. I have contacted the banks to inform them and file a fraud report. The banks stated they will contact the Credit Bureau. I also filed contact XXXX, XXXX, and XXXX so it does not negatively impact my credit score and to place a Fraud Alert. XX/XX/23 - Comenity Capital Bank for A Zales Card
Company Response:
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Comenity Bank has listed me as late on two of my credit cards that I have with them ( express credit card and ulta credit card ) even though I have never, not once, been late. Every time Ive made a payment it has been before the due date yet they have listed me as late multiple times and caused my credit score to go down. Comenity actually placed a hold on my express store card back in XXXX that was supposed to be lifted 15 days after I paid it off that is still on the account so I havent had access to my credit for almost four months.
Company Response:
State: WV
Zip: 26508
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A