Date Received: 2023-04-28
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: In XX/XX/XXXX, my credit card was used by a unauthorized user. Comenity quickly took action to investigate the problem and credited my account, however, in the meantime, they shut down the account and reactivated a new credit account. In XXXX, I paid off the balance due using the previous account number as the bill still referenced this number. In XXXX it was identified that my payment had not credited to the account. During this time, Comenity banking systems were hacked and customers could not access their accounts nor get assistance from the Customer Care Team. Eventually, their systems were restored. In XXXX, I was told that I would need to get a letter from my bill pay provider with the payment information for Comenity to investigate and identify where the payment went. Since then on a monthly basis, I continue to receive a bill from Comenity and I directly folllow up on the status of their investigation. On XX/XX/XXXX, Comenity issued a letter to me, advising the payment made was returned to me due to an invalid account number. No details as to where and when the money was returned. I immediately contacted them for this information as my bank has not received these funds. When contacting Comenity, they evade customer questions giving generic/standard responses. I escalated my call to a manager, that said she would inquire and get back to me within a couple days. However, this to was false, I never heard back from the manager. Since then, I received a new letter dated XX/XX/XXXX, advising that my " claim '' has been received and needs to be investigated and I should allow them up to 90 days for them to complete the investigation. I has spent endless hours trying to resolve this with Comenity. Each time I call, I get tossed around, and their staff seem to be uninformed on how processes work. It should be simple to provide the customer with bank/ACH information for the returned funds. My bank simply needs this information to locate the funds. I am done with worrying about this matter and need resolution. I would not recommend anyone to open an account with Comenity. I want to know what I can do to get this resolved.
Company Response:
State: MD
Zip: 21784
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
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: Commenity capt XXXX XXXX XXXX XXXX ph XXXX Billing disputes XX/XX/XXXX Hello, I am a victim of identity and bank fraud. As a result, monies exceeding XXXX was taken out of my account and caused payments to decline and a 30 day mark on my credit. A police report is attached and bank emails as proof. It was discovered XXXX and is still under investigation with bank. Rejected payment has been re submitted from another account. Please reverse negative 30 day. I assure you a missed payment was not my intention as I did have monies in my account but around this time my bank accounts were compromised due to fraud XX/XX/XXXX Commenity bank stated it takes 30 days to investigate. XX/XX/XXXX received alert from Credit bureau saying my file was updated to not being 60 days past due XX/XX/XXXX I called Commenity to see what was going on with the investigation and was advised the account was closed and when asked why they said the credit bureau told them too but wouldnt say which one. They then said it would be deleted from my credit file but credit bureau do not show this and the 30day mark is still there on Commenity system and all 3 agencies. I called the credit bureaus and all 3 stated they did not request to close my account and resubmitted my request to have 30day mark removed due to bank fraud. On XX/XX/XXXX I sent another message through the message port al 1. Message as follows : I filed Dispute to have my account status u pdates from 30 days late to paid as agreed due to a payment reversing as ns f due to reasons outside of my control as my bank account was compromised. I called and was told you could reverse this as a courtesy since the bank fraud was no fault of my own. I was advised to provide copy or police report and message from my bank in which I did. However it he message portal was broke so I was told to reach out to the 3 credit bureaus. I did and now Commenity says my account is closed and the 30 day mark is stil up there. However credit bureaus all say they didnt request that. Please help and remove 30 day and reopen my account. I will also notify CFPB to get involved as I get nowhere through customer service or this portal Please help this company closed my account did not respond to message, 30 Day mark is still there. I will pay this off in full but need it to reverse the 30 day mark. I will never do business with Commenity again until the develop better practices and controls to fix issues like this without creating further confusion and inconvenience. My credit limit was reduced and then just closed its insane when I made it clear that my missed payment was due to nofauly of mine provided all proof and they create a bigger mess for me. Please remove the 30 day mark and at this point thr account can stay closed
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: To whom it may concern, I have a credit card account with community bank through XXXX and have set up auto pay on XX/XX/XXXX before the due pay day in XXXX so that when the pay day came the money would automatically be drawn from my account. Through every step of the autopay, I did screenshot what communitys webpage was showing me confirming the auto pay was set up. I made sure to set the auto pay date a couple of days before the real due date. I received notifications stating the autopay was a success. I also received an email stating this. Now today XX/XX/XXXX past the due pay day I get a call from commenity asking me if I was going to pay them that my pay is late. I was confused as I already expected my pay to have been done. The lady on the phone says that it was set up but it was XXXX my banks fault as to why it did not successfully go through. So I called XXXX and asked why did the autopay not go through if I had set it up? as we spoke live on the phone the representative sent a pin through the app which I confirmed allowing XXXX representative to access my account and check for issues, as she finished checking she stated everything was good and said that there was nothing being held from their end stating I could use x amount of money in my account with ought a problem. She told me to call comenity as it was that banks website and them who I had set up the auto pay with so I would have to speak with them again. So I called back asking for a supervisor which happened to be XXXX I gave her a summary of what was going on she went on to check the account and said that she could see it was set up for auto pay but that it did not go through, she said that the account that community had which was XXXX XXXX or something of that sort did not work with XXXX to take payments, so I asked if that was the case why did I not get notified of any of this, she then included saying it was a mistake in my routing info being wrong and I said to her that when you put wrong banking info it does not let you continue, I had already put a wrong number and had to re do the autopay again.the page would notify me something was wrong and would not let me proceed until the bank info matched my name for what was being filled out. I told her that I put everything down correct and the page said success then went to step 3 out of the 3 steps which was showing youre done! You have successfully set up automatic payments with a summary attached below stating the payment date I had selected. She filled out a dispute and said that I would receive a letter in the mail in conclusion to the investigation that would be held, but I dont think its ok that I did everything correct and got notified by them of these successful entries and ended with a late payment and my credit score impacted. I asked her for if I would receive an email or something to conclude what we had just spoken about she said no she could not provide an actual confirmation number besides her own work ID number XXXX she said to just wait for the mail.
Company Response:
State: CA
Zip: 91306
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2023 I opened mail held by the XXXX since XX/XX/2023. I received an unsolicited credit from XXXX in my name and a bill from same for $ XXXX. I did not request a credit from XXXX or incur any charges with XXXX XXXX. First, on XX/XX/2023 I reported by telephone to Comenity CapitaI Bank ( the issuer of the card ) that I did not request the card nor incur the charge. On XX/XX/2023 I received a letter from Comenity Bank requesting information or to indicate that I believed I was a victim of identity theft. I sent a letter on XX/XX/2023 providing all the information they required, informed them of my Identity Theft Report with the FTC, and requested they send me documentation of their claim that the charge was not fraudulent. This is information I am entitled to under the Fair Credit Reporting Act. No documents have been received, despite a third attempt in a letter dated XX/XX/2023.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX XXXX - I was in the process of placing an online order on XX/XX/2022, when I stepped away for a few moments to find a code for a bonus item. When I returned to my computer, the order had been processed and I was denied the opportunity to enter the code. I then called customer service to complain, and was told I could not add the bonus item, nor could I cancel my order! The person I spoke to was rude when I questioned why I could not cancel my order since I had just placed it ( within 30 minutes )? Comenity - XXXX XX/XX/2022, I went to Comenity online to pay the balance for the order I was forced to accept as there was no plausible way to return it without incurring more expense on my part as the order came piecemeal. I thought that my payment was accepted, however, when I noticed a few days later that I had not received a receipt via email, I went online to find that the payment had not posted. I again attempted to make the payment online and it apparently went through. Their records should show my login and attempts to process the payment well before the due date. on XX/XX/2022, I wrote to Comenity with my card enclosed and requested that my account be closed and I be sent a final bill. That request was ignored as well. I was alerted to their posting to my consumer credit account from XXXX XXXX. It appears that they refused to close my account, and instead added late payment charges and interest and then reported my account as closed in XXXX, 2022, with a balance of over {$300.00} for which they finally sent me a paper bill! I have been receiving harassing robo calls from Comenity ( sometimes 4 per day ) for months now despite having told them on the phone twice that I did not owe them anything. It appears that XXXX XXXX is intent on forcing customers to place orders, then has glitches in their online payment system, then proceeds to trump up late and interest charges while refusing to close the account, harassing people by telephone, and then proceeds to destroy one 's credit rating. As I have told them on the phone, all I want is the bogus charges and detrimental credit report removed. I will speak to a lawyer before I pay them another dime for an order I could not cancel!
Company Response:
State: AZ
Zip: 864XX
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
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: On XXXX XXXX, I purchased kitchen cabinets and counter top from IKEA XXXX, using the IKEA Projekt credit card. This card is financed and handled by Comenity Bank. The total purchases were {$690000.00}. and charged to my card. Unfortunately, as IKEA was unable to assist in getting their affiliate to facilitate with permits for our condo, the project had to be canceled and items were promptly returned to IKEA and the refund process initiated. On XXXX XXXX, much to my dismay, only a partial refund was made for the cabinets in the amount of {$4900.00}. However, IKEA neglected to refund the counter top, which was included in the grand total. Upon realizing this error on their part, I had to be badgering IKEA XXXX to expedite the rest of the refund. After the constant back and forth they finally processed the residual refund on XXXX XXXX for {$2000.00}. I was in constant contact with Comenity dispute center to acknowledge and process the residual refund but they refused and is now sending me to collections. Please, could you help me as they are mindlessly ignoring me and wont address issues. Thanks XXXX XXXX
Company Response:
State: FL
Zip: 33009
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I have had a few credit charge cards opened up in my fraudulently. One was sent to collections for the amount of XXXX from XXXX XXXX XXXX XXXX XXXX XXXX ( Comenity Capital Bank ) and the amount that was charged was XXXX. All of these were opened up online.
Company Response:
State: TN
Zip: 37040
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I got alert on my credit report of this account being open and balance of XXXX charged. There is no number to contact the company. Contact info on the my credit report shows Comenity Capital BankXXXX XXXX XXXX XXXX XXXX XXXX OH XXXX XXXX States XXXX XX/XX/2023 Shows credit limit as XXXX open balance XXXX I need help with this. I have contacted XXXX and XXXX. They stated this could take 30 days.
Company Response:
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have never had a master card or a XXXX XXXX account. I havent opened a credit card in 10 years
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-29
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I purchased about {$170.00} dollars in clothing with XXXX XXXX XXXX about 18 months ago. I failed to pay on time so they added excessive late fees which are beyond the legal standards. They are now asking for {$470.00} dollars. I have no issues paying what I owe but the amount they are asking is sending the message that this is personal. They assigned the dept to creditor.
Company Response:
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2023-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A