Date Received: 2023-05-22
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX, I called Comenity about my Caesers Rewards Visa, I let them now I was going to New York & would be using my card for payment while in XXXX on XXXX XXXX. In XXXX on XX/XX/XXXX, I attempt to make a purchase & my card is declined. I call Comenity & go through their Fraud steps, they confirm its me, they tell me they have unlocked my account. I wait approx 30 min & use my card again & it is again declined. I called them back to see what was going on again & I am told their fraud department needs to send me a code. I wait a few minutes and I have not received anything and they tell me they sent it again. I get the code and give it to them. I am told the code doesnt match and my account has been PERMANENTLY CLOSED due to fraud.. They tell me there is nothing they can do, I have no other options to prove I am me, NOTHING. I have never had a late payment, and just like that they permanently closed my account and tell me they cant reopen it. What I believe happened is when the woman resent the code the second time she actually sent a different code. After I got off the phone with them I saw I had received a SECOND message with a different code. I was NEVER told they would be sending a DIFFERENT code when they resent it nor did I have anyway to know when I received the first code that it was not the code they wanted since it was the first code I saw I received before I saw I was sent a second code. I was never told if you get this wrong while standing in the middle of XXXX without payment options, trying to figure out what is going on with your account that we are going to PERMANENTLY CLOSE your account. Mind you I had already confirmed my name, address, phone number, last 4 of ss number, last 2 payment amounts and the bank information those payments came from but apparently that wasn't enough information to confirm it was me. I asked to speak to a Manager and was connected to " XXXX '' who was rude, unhelpful, basically told me they were a bank and could do whatever they wanted and they werent going to open my account back up. I could have sent them photo ID, birth certificate, ss card, utility bill or other options if they had fraud concerns.
Company Response:
State: VA
Zip: 22980
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I contacted Comenity Capital Bank holders of the Zales Jewelers Diamond Card regarding the payment made to our account on XX/XX/2023. The payment was made at the local store as a balance transfer check. The payment was posted and cleared on XX/XX/2023. We then received notification from the account portal that the payment was returned. I started a dispute with the creditor to request proof of why the payment was returned and where the returned check was returned. I received the six-letter from the creditor stating that the account was still owed and that the initial payment made was returned. Even are I provided both a digital copy of the check showing that payment was posted and clear and a copy of my banking statement indicating that payment was made and that funds were taken from my account for full payment on the account.
Company Response:
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XX/XX/2022 I made a purchase at IKEA for the amount of {$5400.00}, at the time of the purchase I made an application for an " IKEAProjekt '' credit card managed by COMENITY CAPITAL BANK, which was approved with a credit of {$18000.00}. Even though I set up an automatic payment from the beginning, Comenity didn't apply it. for which I had to reestablish it on several occasions, in which sometimes they applied it at the beginning only once or twice. they finally reported me to the credit bureau, damaging my credit, also lowering the credit card limit from {$18000.00} to {$2000.00} and they are applying an inexplicable amount of interest and fees even though the terms of the account is for 24 months without interest.
Company Response:
State: FL
Zip: 33313
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2022 at XXXX I made a {$200.00} cash payment on my XXXX XXXX credit card issued by comenity Bank , inside the XXXX XXXX store located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX. In XXXX I realized the {$200.00} was not applied to my card. I contacted comenity Bank and gave them the information off of the receipt. I was told it would take up to 90 days. I was sent a letter saying if they needed additional information they would contact me. After 90 days comenity bank sent a letter saying they were closing the case due to lack of information. I emailed and sent a copy of the receipt from the store showing the {$200.00} payment. It's been 6 months since first contacting them and today I got another letter stating that it may take up to 90 days to complete the investigation and if they need more info they will contact me. I've been getting charged interest on this {$200.00} that I paid 6 months ago and they are not applying the payment to my card
Company Response:
State: MI
Zip: 48910
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Good morning, ai hope this email finds you well. I am hoping you could help me. I have been very ill and could not pay back all my credit cards with large interest rates so I called my creditors around XX/XX/XXXX to find out if there were programs available. Comenity Bank assured me that my credit cards through them could be switched to a reduced interest amount that I would pay evenly over 5 years and then we would part ways. The individual offered to place my XXXX XXXX XXXX XXXX also under this program so I thanked him. They supposedly placed me in the program and set up a schedule of payments starting XX/XX/XXXX for the amount of {$14.00}. The representative set the payments up for the XXXX of every month and when I questioned if it was OK that it was after the XXXX of every month due date he said yes because I was setting up all my comenity store credit cards. Around three months of these payments went through when my credit report said I was 90 days past due on the account. I called Comemity back and pointed out this mistake. They apologized and said the gentleman that took my call at Comenity ( in the assistance dpt ) didn't finish placing me in their assistance program and that he did it " wrong '' and that representative was going to fix it. The amount went to {$15.00} even a month. The false reporting kept happening. I contacted XXXX 4 times to say Comenity are ruining my credit report falsely and that I never missed a payment. I showed them proof that I had been set up in a payment arraignment and showed proof I never missed a payment ; I showed letters from Comenity apologizing for the error, crediting the late fees back, and assuring me they would not report this to the credit reporting agencies. XXXX finished their latest review of this complaint yesterday and no matter how much evidence I continie to give them they listen to Comenity and insist I am now 60 days past due. I go to XXXX XXXX account login page and it still insist I'm 60 days past due although I have never missed a payment. I have contacted comenity six times and XXXX five times. I even sent emails on my XXXX XXXX account asking comenity to stop falsely reporting to the credit agencies and they assure me they would ... and they don't. It's been since XXXX that I have been dealing with this and I am unwell. I am at a lost how to make this company be honest.I have yet to miss a payment. I couldn't stop paying without a phone call even if I wanted to because they set up automatic payments. Payments I couldn't make on my own without a representative setting it up for me. Ty for your help.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX Account # 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 1666BB : 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: PA
Zip: 181XX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when reviewing my credit report and found a late payment on the date below : 30 days late as of XX/XX/2023 60 days late as of XX/XX/2023, 90 days late as of XX/XX/2023, and 120 days late as of XX/XX/2023 I am not sure how this happened. I was under the impression that this account was closed and did not know that a payment was due to this account.
Company Response:
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XX/XX/XXXX -received a voice mail from a XXXX XXXX from comenity capital bank referring to me in my maiden name XXXX received same voice mail message, I decided to XXXX the bank and did not recognize it. I checked my XXXX XXXX report and saw that my credit score significantly changed. Upon further review I learned that an account was opened on XX/XX/XXXX with a balance of {$5500.00}. I reached out to the bank and spoke to XXXX to whom I provided my information, she advised the address on the account is NOT MY ADDRESS so she asked me to provide my address so correspondence can be mailed to me in regards to the account. I provided my phone number and email address as well, immediately I received an email asking to confirm I requested the change. XXXX advised they would forward my case to the investigation department. I was told I would receive a letter within 90 days and the balance should be brought down to zero and should be removed from the credit bureaus if confirmed the credit card was opened fraudulently. The card has XXXX charge made on XX/XX/XXXX under " XXXX XXXX XXXX '' in XXXX.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: My credit limit has been reduced 3 times in the last year from {$15000.00} to {$8500.00}. The most recent was on XX/XX/XXXX. My payment history with the company is excellent so there is no reason for the decreases. Their actions are causing my credit score to stay stagnant rather than rise which it should be. As I pay off the card, my credit utilization should be dropping, which in turn would raise my credit score. I've spoken to 4 representatives and am being told that there is no one who can restore my previous limit and that I should apply for an increase. The problem is that I won't get approved for an increase if my credit utilization, and this my score stay stagnant, which is purely due to their actions. There are 2 statements attached from XX/XX/XXXX and XX/XX/XXXX. Both show a credit limit of {$9500.00}. I don't have a statement from this month, but the limit is currently {$8500.00}.
Company Response:
State: LA
Zip: 70123
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/XXXX - two charges on my XXXX XXXX XXXX XXXX XXXX XXXX. Contacted XXXX right away and they began an investigation. My credit card was than taken over by Comenity Capital Bank. No work from them until XX/XX/XXXX. Charges were put back on my card with no explanation. After contacting your agency ( see my original complaint on file ) as well as XXXX, these charges were again put on hold and the interest credited back. My latest bill has interest and fees added-again with no explantion. I have contacted Comenity again as I have with each bill so they know I am not ignoring the charges. I have also been in touch with XXXX corporate office who promised to look into the matter. The response you gave is over one month old. If possible, can you ask Comenity for an update on the investigation with XXXX? I have not received any information from either party. Thank you for your help, XXXX XXXX
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A