Date Received: 2023-03-25
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 have been a loyal customer of XXXX XXXX clothing for the last few years and have a credit card associated with XXXX XXXX ( and COMENITY BANK ) and the chain of online store brands they are a part of. When reviewing my XX/XX/XXXX statement, I noticed two charges that I did not make for XXXX The first was for some kind of 'pullover ' at XXXX XXXX for {$90.00} and the second was a 'skirt ' at Woman Within for {$60.00}. I called XXXX XXXX Credit Card immediately ( early in XXXX after initially seeing these charges ) and reported the charges and asked to dispute them. I gave the information that was showing on my online XXXX XXXX account at the time ( an address and a name for delivery that were NOT MINE ). I was told this was being disputed and that I should receive an answer through the mail within 90 days. Late in XXXXXXXX- this month, I received a letter in the mail that was vague and just asked me if I agree to pay the charges and gave me an address where I could respond if I wanted. My order history was deleted from my online XXXX XXXX account immediately after reporting this in XXXX so I can not get that information and mail it to the given address even if I wanted to.
Company Response:
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: In XXXX, I was reviewing my consumer report. There was a inquiry on the report from Comenity/Jared that I had a concern about. They disputed the inquiry, but somehow disputed the accounts that were connected to comenity, such as Victoria Secret, JCrew, Comenity Mastercard, XXXX 's reward. How can this be mistaken as accounts???? In XXXX I went to Jcrew with the card in question to use the card and it was closed, I tried my mastercard only to find I couldn't use it either. I called and spoke to a representative which explained what happened so he said so you didn't report it stolen??? I said no i'm in the store now. He said well I will have the account reopened. I had them check my other accounts to make sure there were no issues and I explained that it was a inquiry for Jared so he looked and said there were no accounts open under that name and I said I know, but the inquiry is there so he said he understood and would assure there'd be no issues only to find a whole month later still issues and I have all of these cards in my hand, and I have worked very hard to maintain my good credit. I have paid every single bill on time, never called them with any issues and it's on my consumer report as paid. I have over 74 credit cards and I pay each one of them when I am supposed to. Im in the process of buying a new house and I don't need this negative activity on my reports. This is unfair. I'm the legal consumer and I control what goes on my reports. I am the one who applied for these cards and got approved because of my good credit. I should not have to reapply and put a inquiry on my report for something I had anyway. This definitely was a mistake. When I spoke to XXXX, XXXX said the card shows on my consumer report as still open. This is a bad representation of how a good consumer is treated that pays every bill on time. No one called me to verify if this was me or not. They just closed the account. Question : Why would I dispute cards I frequently use??? It doesn't make sense They even said they would send new cards to these accounts to fix the issue. Why deny me credit to the cards I have all in my hand?????? This is an embarrassment. Especailly in the stores i'm familiar with. My XXXX reward I got that for being a member at XXXX XXXX, You have to be a member. I swiped my Drivers License to get approved and I did. So you mean to tell me that I have to go in the casino again to reapply for a card I had???? This is unacceptable!!!! And with comenity I have about 24-30 different cards in my name so they didnt think this thru. Your gon na do your longtime active consumer like this. Causing me to definitely want to take my business elsewhere losing all good active accounts if they can not fix this mess.
Company Response:
State: LA
Zip: 700XX
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: A bill of XXXX was sent to me from an Ultabeauty Mastercard credit card opened at Ultabeauty store in Florida. I called the company to stop future purchases and investigate the account and charges made with the card. They agreed to cancel the card and investigate fraud. They said they would notify me by mail after the investigation is completed.
Company Response:
State: MD
Zip: 21207
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Hi Dear CFPB/ Comenitybank/Victoria 's Secret Card : I am writing this letter to dispute the accuracy of Commenity Victoria 's secret mastercard opened in my name on XX/XX/XXXX. Name : XXXX XXXX Account Info : XXXX ( I dont have the full account into, the number is from credit bureau and Comenitys letter ) Address : XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX TX XXXX XXXX Phone : XXXX ( cell ) On XX/XX/XXXX, I noticed that my XXXX bank account had unauthorized checks withdrawn.. From XXXX, the total unauthorized amount is ~ {$9000.00}. The XXXX bank has investigated this issue and found that someone in New York used my fraudulent driver license ID in one of the bank branches to ask for paper checks and took cash. The XXXX bank has completed the investigation and returned all money back to my account. I also checked my XXXX credit profile and found out someone used my name to open a Comentiy Bank/Victoria 's Secret card on XX/XX/XXXX and they spent a total of {$630.00}. I called Comentiy Bank/Victoria 's Secret card Fraud Department twice on XX/XX/XXXX and they told me a fraud investigation case was opened. I have received no information from Comenity Bank afterwards. However I learned from XXXX recently that Comentiy Bank has reported my case as charge off and late payments, not as fraudulent activity. Comenity Bank also sold my debt to XXXX XXXX XXXX XXXX as a debt collector. Comentity Bank is negligent to handle my fraud case which I called them twice on XX/XX/XXXX. They have never sent me any information after my report. Their negligence has severely ruined my credit score. I would greatly appreciate it if you can investigate my case and if you have any questions, please contact me at XXXX. Best Regards, XXXX XXXX XX/XX/XXXXXXXX XXXX
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I reported fraudulent actives on my XXXX XXXX XXXX XXXX store card ; however, as of today the issue has not yet been resolved and I am still being charged for those purchases. The company has also reported my payment as being late on my credit report.
Company Response:
State: CA
Zip: 94103
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a XXXX XXXX XXXX card. I make my payments timely every month. This month I sent a payment in the amount of {$10000.00} on XX/XX//23. The payment was due on XX/XX//23. My bank records indicate the payment was received by XXXX XXXX XX/XX/23. They have charged interest and a late fee and advised that I need to file a dispute when I called them. I also sent a proactive payment of {$2500.00} on XXXX/XXXX/23. This amount was not due, but I typically pay off my cards early to avoid interest fees. My bank records indicate that payment was received by XXXXComenity on XXXX/XXXX/23. They have not posted either payment to my account. Every month I have an issue with the timely posting of my payments with this credit card only. I always pay weeks in advance as my credit score will demonstrate, I pay my bills and I pay them timely. It almost feels like there is an unethical practice of holding back payments to assess additional fees ( interest, late payments ) by this company. Please assist as {$12000.00} is a large sum of money for me. The service at this credit card company has consistently been appalling. Every month this year, I have had to complain to them. I called in XXXX because I was concerned, they had not posted my payment and my bank indicated it was received by XXXXComenity two weeks prior. They finally posted the payment and did not charge fees. I called in XXXX because it looked like a flight I purchased was double charged to my account-they told me I need to file a dispute. It was clear I would not pay for the same flight twice! Luckily the airline handled it for me. This month, I have this issue. I do plan to close this account once this is resolved. There are too many other credit card companies that offer similar rewards to have to deal with this stress on a monthly basis.
Company Response:
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I unthawed my credit as I prepared to request and increase of my XXXX & XXXX XXXX credit limit, on the morning of the XXXX of XXXX. Previously when I've requested a credit limit increase with a XXXX & XXXX XXXX card I received a confirmation or denial within 48 hours both to my personal email, any account, on the card issuer 's site, and a mailed copy of the decision. This is my first time trying to request a limit increase with Comenity 's Payboo card. After receiving no response I called their customer service line and was told credit limit decisions can be emailed or mailed but not both. That is the most asinine rule I ever heard instituted by a financial institution mandated to keep scores of records. The agent said she could additionally send an email copy of the decision and that it would show up online in the " message center '' of my Comenity account. I wake up the morning afterward and there's no such message. I continue checking for the next week and see nothing still. I checked my credit the following Wednesday and see that Comenity ran a credit inquiry on the XXXX. This would've been the day AFTER my credit thaw expired and multiple days after the agent I spoke with told me some type of mail correspondence was sent out which went out prior to the digital correspondence she said would've been sent. I have no messages or correspondence digital or mail but I'm told some type of correspondence was definitely made. It feels like they're playing games and being less than honest, I don't particularly appreciate that coming from anybody social security number in their records. Moreover it's arbitrary and nonsensical to pointnof malice to demand consumers accept purely digital correspondence or purely mail when every time I log into your company 's website and create a password I can immediately log out and type in that very username and password and the site won't remember it! This morning when I attempted to access the account message center, I reset my password because the website said it didn't recognize it even though I reset it days prior. When I went to check the message center not only was nothing there, the page glitched and then crashed. I tried to refresh. I visited other parts of the site and tried to click back on the message center and the page was still crashed every time. It's absolutely disgusting a credit card company that makes what Comenity does, is this negligent and indifferent with handling customer services and communicating with customers. Moreover somebody is lying to me because their bills seem to be getting through the mail perfectly fine. I don't like my credit score, financial information, nor my time being played with.
Company Response:
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I do not consent to the disclosure of my credit information to any third-party entities unless they have a legitimate business need for the information in connection with a business transaction that is initiated by me, as provided for in section 604 ( a ) ( 3 ) ( F ) ( i ) of the FCRA. Please be advised that I do not authorize any person or entity to access my credit report for any other purposes, including marketing, pre-screening, or employment screening. I understand that, Section 6801 of the Fair Credit Reporting Act ( FCRA ) The section requires CRAs to establish and implement reasonable procedures to protect the confidentiality, accuracy, and integrity of nonpublic personal information that they collect and maintain. This includes personal information such as a consumer 's name, address, Social Security number, and credit information. In addition to requiring CRAs to safeguard consumer information, section 6801 also limits the circumstances under which they may disclose nonpublic personal information to third parties. Specifically, CRAs may only disclose such information if it is : Required or permitted by law Necessary to effect, administer, or enforce a transaction that a consumer requests or authorizes Necessary to protect against or prevent actual or potential fraud, unauthorized transactions, claims, or other liability Required for regulatory compliance or to comply with a valid legal process The section also requires CRAs to provide consumers with notice of their privacy policies and practices, and to allow consumers to opt out of having their nonpublic personal information disclosed to certain third parties, such as affiliates for marketing purposes. Because the companies did not comply I the must follow FCRA 6802 ( C ). As stated below. Section 6802 ( a ) : " ( a ) Disclosure of reports to consumers. A consumer reporting agency shall make all disclosures pursuant to section 609 of this title [ 1681g ]. '' Section 6802 ( b ) : " ( b ) Disclosure of reports to third parties. A consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 1 ) In response to the order of a court having jurisdiction to issue such an order. ( 2 ) In accordance with the written instructions of the consumer to whom it relates. ( 3 ) To a person which it has reason to believe ( A ) intends to use the information in connection with a credit transaction involving the consumer on whom the information is to be furnished and involving the extension of credit to, or review or collection of an account of, the consumer ; or ( B ) intends to use the information for employment purposes ; or ( C ) intends to use the information in connection with the underwriting of insurance involving the consumer ; or ( D ) intends to use the information in connection with a determination of the consumers eligibility for a license or other benefit granted by a governmental instrumentality required by law to consider an applicants financial responsibility or status ; or ( E ) otherwise has a legitimate business need for the information in connection with a business transaction involving the consumer. ( 4 ) In response to a request by the head of a State or local child support enforcement agency ( or a State or local government official authorized by the head of such an agency ), if the person making the request certifies to the consumer reporting agency that ( A ) the consumer report is needed for the purpose of establishing an individuals capacity to make child support payments or determining the appropriate level of such payments, or enforcing a child support order, award, agreement, or judgment; and ( B ) the paternity of the consumer for the child to which the obligation relates has been established or acknowledged by the consumer in accordance with State laws under which the obligation arises ( if required by those laws ). ( 5 ) To an agency administering a State plan under section 654 of title 42 for use to set an initial or modified child support award. ( 6 ) To a Federal, State, or local agency that administers a program for establishing and enforcing child support obligations, upon its request, for use in locating individuals for the purposes of establishing paternity and child support obligations, or for enforcing child support obligations, and only to the extent necessary for such purposes. ( 7 ) To a potential investor or servicer, or current insurer, in any transaction that concerns the assignment, sale, or securitization of all or a portion of a lenders rights or interests in a consumer credit transaction that was not originated by the investor, servicer, or current insurer. ( 8 ) To the Federal National Mortgage Association, the Federal Home Loan Mortgage Corporation, or any private mortgage insurer, in connection with the issuance, renewal, transfer, or servicing of any loan secured by residential real property. '' Section 6802 ( c ) : " ( c ) Protection of medical information. Except as provided in section 604 ( g ) ( 2 ) of this title [ 1681b ( g ) ( 2 ) ], a consumer reporting agency shall not furnish for employment purposes, or in connection with a credit or insurance transaction, a consumers medical information that is obtained from a medical information furnisher. ''
Company Response:
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: I have several credit cards with Comenity Bank and the balances on all of them are at a {$0.00} balance except my XXXX account which I am currently having another issue with and filed a complaint with the Attorney General. I have not given Comenity Bank permission to check or view my credit since I opened the accounts. I just received a letter saying they decreased the amount of credit available on my Victoria Secret card because of new inquires or a change in my credit. I have been working very hard and have paid down the balances on those cards because I am currently out of work on XXXX XXXX XXXXXXXX and I didnt want to carry balances. This is unfair and damaging to my credit since there was no balance they should not have accessed my credit report and now my credit score has dropped. This needs to be corrected I never gave them permission to check my credit as they want to and my credit was doing fine before they decided to go and do this. I have read from other members in my XXXX group that once they do this to one they do it to all your accounts. I am a single mother working very hard to build my credit and it is devastating that this is allowed to happen especially when they didnt ask to access my account.
Company Response:
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I am filing a complaint of stolen identity. A card was opened under my name and social security number. This was fraudulent and there were two charges placed on the card totaling more than {$4000.00}. I just found out today XX/XX/XXXX. The address is an old address of mine and the phone number is incorrect. It was used in a different state than where I live. It says it was opened XX/XX/XXXX and on XX/XX/XXXX a charge of {$3100.00} and a charge of {$1400.00} were made on the card, totaling {$4600.00}. I did not make these charges. I did not open this credit card. I did not authorize these charges. I called XXXX under comenity bank and notified them of the fraudulent credit card opening and use immediately ( today XX/XX/XXXX ). I need to report this stolen identity and fraud so that my account can be closed and the charges can be removed from my name and SSN.
Company Response:
State: WI
Zip: 53214
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A