Date Received: 2023-06-09
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I opened a New York & Company Runway Rewards Credit Card in XX/XX/XXXX with Comenity Bank. This card is issued for exclusive use with the New York & Company store. I have never upgraded this card to any other type of credit account. I have always received Runway Rewards Credit Card statements. On XX/XX/XXXX, I begin receiving Comenity Bank Mastercard statements for this same account ( the last four digits of the account were displayed correctly ). I received these Comenity Bank Mastercard statements on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I also received the monthly Runway Rewards Credit Card statements from Comenity Bank and Bread Financial on XX/XX/XXXX and XX/XX/XXXX. I have attached copies of all of the above as evidence. I have never applied to Bread Financial. On XX/XX/XXXX, I contacted Comenity Bank customer service. I stated to them that I was receiving Mastercard statements and provided the dates and Comenity Bank email address. I confirmed that I had not applied for or authorized a Mastercard upgrade. Comenity Bank confirmed the email address was their valid email, confirmed that my account was showing as a Runway Rewards account, and that they no longer offered a Mastercard. The rep stated she spoke with a supervisor regarding this issue and stated there was nothing they could do. Instead of researching this matter to resolve it, as I insisted for them to do, Comenity suggested I try to resolve this issue with another department. I ended that call, called Comenity bank again and was transferred to what I believe was their " fraud '' department. This department confirmed my Runway account and recommended that I contact their customer service department. At this point, Comenity bank has refused to take responsibility for this issue, refused to do a thorough investigation, and could not confirm that I would not continue to receive Mastercard statements. They also stated that they " didn't believe '' this account was being reported to the credit bureau as a Mastercard. On XX/XX/XXXX, I contacted Mastercard and provided this information. Mastercard indicated that I needed to speak with Comenity Bank.
Company Response:
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: OPENED STORE ACCOUNT XXXX AND LATER OPENED STORE ACCOUNT XXXX BOTH WITH COMENITY BANK. NEVER RECEIVED CHARGE CARDS- NEVER RECEIVED INITIAL STATEMENTS - DELAY IN RECEIVING STATEMENTS DUE TO BANK ERROR WITH MY ADDRESS - LATE FEES CHARGED - PAID OFF CLOTHES - SPOKE WITH REPS MULTIPLE TIMES TOLD FEES WOULD BE WAIVED - CONTINUED TO RECEIVE BILLS - CONTINUED TO CALL- CONTINUED TO HEAR FEES WOULD BE WAIVED - WAS REPORTED TO CREDIT BUREAU - IMPACTED MY CREDIT RATING UNABLE TO OPEN AN ACCOUNT AT MY BANK. CREDIT RATING RUINED DUE TO THIS BANK 'S ERRORS. WHY WOULD THEY DO THIS? I RESPONDED TO THEIR CALLS- I CONTACTED THEM A FEW TIMES.
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act COMENITY BANK/VCTRSSEC XXXX , has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a 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: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
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: I hereby lodge a formal complaint against Comenity Bank and XXXX XXXX for practices that I assert violate the provisions of the Fair Credit Reporting Act ( FCRA ) and the Fair Debt Collection Practices Act ( FDCPA ). My understanding, in accordance with the agreement I signed with Comenity Bank, was that all disputes pertaining to my account would be settled via arbitration. However, to my dismay and without my permission or involvement in any arbitration process, Comenity Bank assigned my loan to XXXX XXXX, a collection agency. Their subsequent response confirmed my suspicions ; they no longer held the debt, which had been passed on to a collection agency. I contend that this act not only breaches our contract but also infringes my rights as a consumer. Upon discovering this issue, I promptly reached out to Comenity Bank, expressing my intention to resolve the debt directly with them. Yet, despite my eagerness to do so, Comenity Bank declined my request to pull back the debt, which, in my opinion, was sold in an unlawful manner. Moreover, during this transaction, Comenity Bank disclosed my personal information to XXXX XXXX without my approval, an act I insist violates FCRA Section 604 ( a ) ( 3 ) ( F ), which mandates limits on the dissemination of consumer data absent a legitimate business necessity. Subsequent to this acquisition, XXXX XXXX has subjected me to harassment, exerting pressure to collect the alleged debt. They have called my phone multiple times within work hours, even going as far as contacting my workplace directly. They went ahead and threatened to report the debt to credit agencies if I failed to comply. In order to halt further harassment and potential damage to my credit report, I reluctantly felt compelled to pay XXXX XXXX. I firmly believe these actions contravene FDCPA Sections 806 ( 5 ), 805 ( a ) ( 1 ), and 807 ( 5 ), which respectively prohibit causing a telephone to ring or engaging in telephone conversation with the intent to harass ; communicating with a consumer regarding debt collection at their workplace ; and threatening to take an action that is either legally impossible or not intended to be pursued. In view of these issues, I call upon the CFPB to delve into these matters and enact suitable measures to protect my consumer rights. I further implore Comenity Bank to erase this account from my credit report immediately, as I am convinced it was sold and reported to the collection agency in error.
Company Response:
State: FL
Zip: 33147
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My complaint is against Comenity Bank XXXX XXXX XXXX XXXX account and Comenity Bank XXXX account. I have an open account for each of the above-mentioned accounts, with an 18 months ' pay period with no interest. I have been making payments on time from the beginning, payments I make are more than the minimum required monthly amount due. I received a statement indicating a late fee of {$41.00} assessed against my account from the Comenity-XXXX account ending in # XXXX this past week. I called them and during my call, realized that they had previously charged me a late fee on a couple of more occasions. I reviewed the payment history on my bank account and my bank bill pay service sent payments to them on time every month, and this I can prove. This morning I had the same issue with my Comenity XXXX and XXXX account ending # XXXX. I logged in to review my final payment due and discovered that they have charged me late fees and interest on at least 4 occasions recently that they would acknowledge with me on the phone. I asked to have all fees reversed and they advised me that they can only reverse two of the multiple late fees that they had assessed on my account. This is not acceptable. I believe that this company is doing this unfairly and on purpose in order to make extra money on accounts that are making payments ahead of the no interest expiration date. I know that they are receiving my payments from my bank on time and sitting on them until past the due date and not posting the payments to the account on time in order to be able to access a late fee and interest, I use the same bill pay service from my bank for multiple payees and have never had an issue with any other payee not receiving the payments on time. I feel that this is a very deceiving and unfair practice that Comenity is engaging in and they need to stopped from continuing this practice. They could potentially be raking in millions of dollars in late fees from consumers unjustly. Please let me know if you need more details on this subject.
Company Response:
State: CA
Zip: 91709
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: On or around XX/XX/2023 I applied for a XXXX XXXX XXXX XXXX XXXX XXXX Credit card issued by COMENITY BANK. I had credit freezes in place at all 3 credit bureaus at the time I submitted my online application ( https : //d.comenity.netXXXX ) which resulted in my application not being automatically approved. COMENITY BANK makes it impossible to speak to a human to discuss your application status. All of the customer service representatives do is send you to a pre-recording telling you they won't provide you any help about your application and to refer to your letter. The problem is that USPS mailman lost my letter and NEVER WAS DELIVERED ; although I have attached evidence from USPS informed delivery that it was meant to have been delivered... so I know they sent me a letter but I find it extremely ridiculous that nobody will speak to me or even give me the option to request a copy of the letter that was mailed to me with some decision information. As it stands ; USPS has lost my letter. I do not know if XXXX XXXX intends to approve my account but it is waiting on some identity documents in order to approve my application ( my credit score is XXXX ). I have the right to receive a copy of any letter regarding my application and this company/bank makes it impossible to discuss with a human the problem that you may have and they send you back to the XXXX before the age of the internet by not providing information electronically as any other bank. These do not feel like appropriate business practices and I seek the assistance from the CFPB at resolving this matter. The bank should not be withholding information about my application in unreasonable ways such as their current practices. My excellent credit shouldn't result in a denial either.
Company Response:
State: FL
Zip: 33130
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
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: Comenity Capital Bank has very serious computer problems which have resulted in Comenity believing that consumer credit files are frozen, when in fact they are not. They obtained a copy of my credit report on XX/XX/2023 for a single credit application producing a hard inquiry on my XXXX credit file. Comentiy sent a letter indicating that my credit files were frozen. I called in and explained the situation and and they pulled my credit a second time on XX/XX/2023 producing a second inquiry and opening my account. I have requested in writing twice that they remove one of the two inquires for the single application of credit, and they have refused. I am being harmed by my credit report showing more inquiries than should be required.
Company Response:
State: CA
Zip: 91942
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: So XXXX and XXXX and XXXX says I have 19 missed payments but it is incorrect on my credit file and is causing my score to be so low.
Company Response:
State: FL
Zip: 33619
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Have been getting multiple ( 3 or more ) calls a day, every day for the last 60 days. They are bypassing the DO-NOT-DISTURB setting on my phone and filling my voice-mail. They are disturbing me while I am working and I can not keep my voice-mail open and available for important calls from my son 's school and doctor.
Company Response:
State: WA
Zip: 99216
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Please close ulta card and not charge any occurring fees since I phoned in XX/XX/2022 to close account I'm being charged, account is still active. XXXX XXXX account and any occurring fees
Company Response:
State: CA
Zip: 95125
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A