Date Received: 2023-05-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I went through a divorce in 2022 and part of the divorce agreement was that all debt would be paid off before divorce was final. On XX/XX/2022, My attorney and I worked to pay off all debts. That day I called Comenity Bank the holder for the My Place Rewards Credit card for Children Place and requested a pay off amount. I explained I needed the full balance due and it needed to include any interest that was owed so that my attorney could submit the payment per the divorce agreement. I was given the amount of {$460.00}, which was the amount that was paid. A month later I received a bill for interest. I called and told them the card was closed and that the bill had been paid in full in XX/XX/2022. Every month since XX/XX/2022, I have received a bill with accruing interest and late fees. I have called them several times to dispute the charges. They refuse to remove the charges and say they will turn me over to collections to get the money they say is owed. I gave them the name and phone number of my divorce attorney ( XXXX XXXX - XXXX XXXX XXXX ) per their request so they could verify the information I gave them. They have not contacted my attorney about this. Nothing has been settled as of today and they have now reported to the credit bureaus that I have failed to make on time payments and that I am 150 days behind.
Company Response:
State: KY
Zip: 405XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX XXXX Account ( s ) # 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 purpose. Contacted multiple times about website/account accessibility which resulted in late payments.
Company Response:
State: TX
Zip: 77007
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: After spending several exhausting hours of trying to resolve the outstanding problem over the phone that Comenity Bank inadvertently applied incorrect payment amount of {$56.00} to my Ann Taylor account in lieu of my XXXX check # XXXX of {$150.00}, XXXXXXXX XXXX has confirmed to me and provided copies of my XX/XX/2023 statement that Comenity Bank submitted my check # XXXX for payment of {$150.00} on XX/XX/2023. The problem is my payment of {$150.00} was not applied to my Ann Taylor XXXX statement and an incorrect amount of {$56.00} was applied to my account instead.
Company Response:
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: This is a complaint about XXXX & XXXX 's XXXX credit card through Comenity Bank. I paid the card off in full XX/XX/XXXX and went through the instructions on the site to close the account. You send them a message instructing them to close the account. I have records of all my messages. I received no response so did the same again XX/XX/XXXX. I then called them and was told my account was closed. Then on XX/XX/XXXX I received a notification of a {$6.00} fee so I messaged saying my account had been closed so I wouldn't be paying a {$6.00} fee please correct your mistake and close my account like you'd said you would XX/XX/XXXX. Then this week my credit score dropped XXXX because they in fact had not closed my account and had been charging these {$6.00} late fees on a {$2.00} interest fee that had not been disclosed to me. I called them up just now and paid the {$2.00} interest fee and have been told the other fees are being waived and my account closed. I don't know whether to trust that, but also how do I get compensated for my credit score unfairly dropping? It feels intentional that they just don't close your account and let the fees keep piling up. Thanks for your time. XXXX XXXX
Company Response:
State: NY
Zip: 11205
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I do not have an account with COMENITYCAPITAL/XXXX I had one years ago. I do not have one now and never tried to get another one after I closed my account in good standing with them. My identity was stolen in 2022 in the process of me moving. My photo ID 's, social security cards and much more went missing. I have sent over numerous letters to this creditor along with police reports and report numbers and they refuse to remove the inquiry. I have a copy of the report slip before the numbers generated. The report number is XXXX. I live in NYC where they do not give out paper reports and the number should be sufficient enough. This inquiry was not me and I would like it removed off of my report ASAP.
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
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 closed my Comenity Loft Mastercard in XXXX of XXXX. I sent an electronic payment through my bank bill pay ( XXXX ) on XX/XX/XXXX in the amount of {$390.00} payable to Loft Mastercard payment clear date was XX/XX/XXXX for account number ending in XXXX. This amount paid off my entire balance due. I closed this account and made no additional charges on this account. Comenity never credited my account for this payment, and I began receiving past due notices/bills the following month. I called Comenity customer service and told them that I had already paid the balance in full. I continued to receive past due statements and incurred finance charges and interest charges on the amount even though I paid it in full. I continued to call every month to tell them that I had paid the balance in full in XXXX. Comenity asked my bank to provide a proof of the electronic transmittal form, which XXXX did in XX/XX/XXXX and again in XX/XX/XXXX. I mailed proof of payment along with a letter explaining the issue in XX/XX/XXXX and then again via certified mail in XX/XX/XXXX. I also submitted this online as a secured message on the Comenity site and provided the document proof of payment from XXXX. I have contacted Comenity every month to get this resolved, they say that the dispute department is handling it, but they said I can not call the dispute department they only communicate via email or XXXX mail. I went to XXXX and had the XXXXXXXX XXXX branch manager confirm that the payment was sent in XXXX as I stated above. In one letter, Comenity said they received my payment and then returned my payment due to an invalid account number. That is inaccurate because the account number listed on my transmittal was correct. My XXXX XXXX branch manager double checked just to be sure and neither XXXX nor me received any payment back from Comenity. Then in another letter they said they never received the payment. How can they say they received it and then say they didnt receive it? ( Im attaching both of those letters for your review as well. ) To make matters much worse, Comenity has reported me in collections to the credit companies and my credit score has dropped more than 100 points. THIS IS NOT GOOD. I have tried everything to get this resolved, I am so discouraged. I paid the amount in full when it was due and there should be no finance charges, late fees, or interest payments due, but because they never gave me credit for the payment, they keep sending me bills with interest and late fees. I am attaching the proof of payment provided by XXXX as well as the conflicting Comenity correspondence. Please feel to reach out to me and I will answer any questions you have regarding this matter. XXXX XXXX XXXX
Company Response:
State: TN
Zip: 38138
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This is a follow up complaint to XXXX. That complaint was closed with an agreeable settlement from Comenity Capital Bank. The settlement stated a monetary relief amount of {$480.00} would be made to me. What happened so far is quite different. The total amount of the points that I was refused to use in the amount of {$260.00} was credited to my account and then was immediately removed since the account was closed. The total amount of interest, check fees, etc of {$210.00} was not credited to my account in full. Only the open balance of {$76.00} was credited leaving my account with a XXXX balance. I expected to see a credit balance of {$400.00}, not a XXXX balance. I called the company on XX/XX/2023 and spoke with XXXX who stated he would investigate and that I was to call back on XX/XX/XXXX. I called on XX/XX/XXXX and spoke with XXXX who stated that there is no problem, my account has a XXXX balance but that the account is still is dispute. She instructed me to send a letter to Comenity Capital Bank, attention to Billing Disputes and include a copy of the settlement letter from CFBP. I sent a letter the same day with the requested enclosure and received a reply dated XX/XX/XXXX stating that they need to investigate my claim and that they needed an additional 90 days. There is no justification for an addition delay of 90 days for issuing a refund in the amount of {$400.00}. The monetary relief agreed on with CFBP should be adequate evidence of my claim. Please help me with this company.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On the XXXX of every month I receive my pension. On that same day, I pay all of my bills. Within days, most of my obligations are processed and cleared. The company/ bank Im having issues with is Comenity. Comenity covers XXXX XXXX, XXXX, XXXX and other companies. For example, the XXXX XXXX was sent out on the XXXX of XXXX, however has not been processed. Last month my XXXX XXXX and XXXX had not been processed ; concerned I called and their customer service advised if the checks had not been processed and cleared to place a stop payment. Further, the payments not received by the due date, I would be charged late fees. The customer service rep also blamed late payments are the fault of the United States Postal Service. I had problems with Comenity XXXX XXXX, paid off that account and closed it due to their slow processing, specifically processing payments after the due date, then charging the consumer late fees. I spoke to another customer service rep who admitted that she was in a meeting which addressed their internal problems of how to process payments faster. In the meantime, Comenity is unfairly charging late fees to customers based on their failure to process payments in a timely manner. Note, even if the payment is mailed on time, Comenity processes after the due date and charges the customer late fees .....
Company Response:
State: CA
Zip: 92604
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The balance you are reporting I owe is incorrect and doesnt match my records. The payment history doesnt match my records. The date opened doesnt match my records. The account status doesnt match my records. Nothing matches. I request that you verify the information and remove any inaccurate information from my credit report as quickly as possible.
Company Response:
State: NY
Zip: 10454
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have a XXXX XXXX XXXX, issued by Comenity Bank, N.A. The account was initially opened with XXXX XXXX XXXX, which sold it to Comenity in late XXXX. The first transaction with Comenity was on XX/XX/XXXX and there were 69 total transactions, with the last transaction on XX/XX/XXXX. I was making a payment online on XX/XX/XXXX and I discovered that there was no available credit. My limit is {$1200.00} and my statement balance at that time was {$220.00}. I made a payment of {$110.00}, then sent a message through the secure message portal asking for information as to why I had no available credit. I received a message back on XX/XX/XXXX requesting that I call the account security department. I was referred to a supervisor who told me that the account was closed because XXXX had no physical address on file. She told me that my account would be reopened with XXXX hours. On Tuesday, XX/XX/XXXX, the account was still closed. I sent another message through the secure portal asking for a status update. I received a response on XX/XX/XXXX that the account was permanently closed due to security concerns. On XX/XX/XXXX, I called the company and spoke with XXXX XXXX who told me the same thing. He stated that due to the Patriot Act, my account was permanently closed. He also stated that he could not share what the security concerns were. He said I was welcome to pay off the balance and re-apply in 30 days. He showed no empathy, seemed to be impatient with me and periodically spoke over me while I was talking. I find it disturbing that an account can be closed through no fault of the account holder. I held this account for 15 months and Comenity was more than happy to take my money over that time. When there was an issue, there was no communication with me directly through the mail, a phone call or a message in the secure message portal associated with my account. I also am very concerned as to the possible repercussions to my good to excellent credit score. I look forward to your response.
Company Response:
State: VT
Zip: 056XX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A