Date Received: 2023-03-01
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX ) Opened XXXX 's store credit card with Comenity in order to receive discount. Total purchase and total charge {$20.00}. XXXX ) Paid {$20.00} in full XX/XX/XXXX and it posted XX/XX/XXXX. XXXX ) XX/XX/XXXX Received confusing statement showing charge {$20.00}, payment {$20.00} and yet still had a balance {$20.00}. XXXX ) XX/XX/XXXX called about confusing statement received. Call reference # XXXX. Customer service person confirmed I had already paid in full on XX/XX/XXXX or XX/XX/XXXX and had a XXXX balance and no further payments were owed. XXXX ) Made no further purchases on account. XXXX ) XX/XX/XXXX Received another confusing statement showing a previous balance of {$20.00}. {$22.00} in fees charged and a {$42.00} balance. XXXX ) XX/XX/XXXX called customer service - call reference # XXXX. XXXX ) Customer service representative apologized for the " inconvenience '' of the errors on the account and for not being able to correct anything except for a {$2.00} minimum interest charge. XXXX ) XX/XX/XXXX customer service representative informed me that during the earlier call # XXXX, on XX/XX/XXXX, there was action taken by the Comenity rep : the rep credited a {$20.00} late fee ( this was not disclosed to me at the time ). XXXX ) XX/XX/XXXX call with rep also informed me the earlier XX/XX/XXXX call rep was aware of an additional late fee of {$20.00} and interest charged on my account that was posted XX/XX/XXXX, before I called to confirm on time payment had already taken place and I owed XXXX. The first Comenity rep did not mention this nor inform me. And simply told me I already paid on time, owed XXXX and owed nothing more, it was corrected. XXXX ) Rep explained she could not credit / correct the account to XXXX because of their " XXXX credit per every 18 months rule ). She escalated the issue XXXX with no resolve. The " team '' would not correct the issue. XXXX ) I explained I would be reporting the fraud/theft. XXXX ) I was forced to donate {$19.00} from my checking account on XXXX to attempt to stop this bank from stealing more money from me. XXXX ) Rep said my over-the-phone payment of {$19.00} would post within a XXXX hour window. She could not confirm if I would be charged any additional fees/interest within that XXXX hour window ( she may have said I would not be charge, but at this point I don't believe anything they say ). XXXX ) I am unaware if my credit score has been affected negatively or not from this encounter of fake and fraudulent fees and interest charges. Happy to provide additional information as needed. Expecting to get my money back. Realize I will NOT get my time/stress restored. Please take all necessary measures to ensure this does not happen to others. According to social media, this happens all the time to others now. Sincerely, XXXX XXXX
Company Response:
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
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 XX/XX/22 we made a reservation for a XXXX XXXX XXXX in XXXX XXXX, Florida for that same night. When we arrived at the XXXX XXXX XXXX to check in, they wanted to swipe our XXXX XXXX XXXX for an additional {$300.00} security deposit ( no mention of this on their website ) and said we may or may not get {$300.00} back. They said {$300.00} would cover any damage to room including stains on carper, marks on walls, etc., which is crazy because every hotel you ever stay at has all this stuff already and you don't do a walk thru inspection when you check into a hotel room. We refused to swipe our XXXX XXXX for additional {$300.00} and they refused to give us keys for room and we were forced to leave. When I asked for the clerks name and his managers name, he refused to provide any of this information. I went out to my car and immediately called my XXXX XXXX issuer, Commenity Bank, about what had occurred and to get them to dispute and remove the {$99.00} charge from XXXX XXXX XXXX and was told to call back when charge had posted through, which I did on XX/XX/22. I was told by Commenity Bank that they had up to 60 days to resolve the dispute. We ended up staying at another hotel in another city that same night, using our XXXX XXXX for payment to show that we couldn't have stayed in 2 different hotels in 2 different cities on the same night. At the end of 60 days, Commenity Bank still refused to remove the {$99.00} charge and the merchant wouldn't even return our messages about it. We shouldn't have to pay {$99.00} for a hotel night we were refused access to use by the hotel itself under very shady circumstances.
Company Response:
State: FL
Zip: 33764
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
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 XX/XX/XXXX, I paid off a COMENITYCB/XXXX XXXX account in FULL for {$280.00} using their online portal. I submitted this payment amount directly from my checking account by selecting XXXX XXXX XXXX, since this should include statement balance plus any pending charges or interest. I had not used this card for purchases for at least 9 months prior to this date ( unable to view earlier than 9 months prior ). Any charges that were applied to the account were finance/interest charges. On XX/XX/XXXX, I received an email from XXXX that my XXXX score had decreased by XXXX points. Upon logging into my XXXX account, I can see that 'COMENITYCB/XXXX ' has flagged my account as 30 days past due on XX/XX/XXXX. Had I not received this email from XXXX, I would have never known that I had any balance on this account as I knew that I had paid the balance off in full, and I have not received any correspondence ( calls/emails/parcels/texts ) from Comenity/XXXX regarding any account balance or payments due . Upon logging into the ComenityCB/XXXX consumer portal via htttps : //d.comenity.net/ac/XXXX, I see a past due amount of {$28.00}. The following amounts add up to this number, that I was able to view from 'Transaction Details ' within the portal : XX/XX/XXXX for {$5.00} labeled 'Interest Charge On Purchases ' XX/XX/XXXX for {$5.00} labeled 'Late Fee ' XX/XX/XXXX for {$2.00} labeled 'Minimum Interest Charge ' XX/XX/XXXX for {$13.00} labeled 'Late Fee ' XX/XX/XXXX for {$2.00} labeled 'Minimum Interest Charge ' After discovering the above charges, I called Comenity this morning ( XX/XX/XXXX ) about these charges and they stated that 'I should have selected 'Current Balance ' when my payment was made in full back on XX/XX/XXXX. I responded that I did indeed select this option and that my account balance reflect {$0.00} a few days later when I checked to make sure the payment had processed toward the balance. Again, I did not receive any phone calls emails, parcel mail, or texts regarding this account or regarding an account balance or payment due. Had I known this amount was charged to the account, I would've paid it without much fuss although I still would have wondered why a charge was added after I paid the account off in full. The issue beyond what seems to be fraudulent interest/finance fees that has led me to leaving this complaint is that my credit was severely affected by this adverse reporting of a missed payment - and my credit is something that I have sacrificed much to get back under control. I will gladly provide any further information needed or that might help reversing this missed payment reporting to anyone who is willing to provide assistance. It hurts when you do everything in your willpower to make things right, just to be set back to where you started for something I had no knowledge or control over. It's hard for me to fathom and very frustrating that I didn't receive any calls or notices about a payment due. I don't feel that it is reasonable for someone to necessitate regularly logging into an account portal that is known to have a {$0.00} balance. That's the equivalent of knowing your doors are locked at night, but waking up regularly to double-check they're locked. That's approaching a bout of insanity, and that's what this feels like today. Help please!
Company Response:
State: NC
Zip: 27537
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Victoria Secret is reporting a charged off account on my credit reports that I have been disputing with them. I requested documents from them pertaining to this account and have not received or heard anything back from them and it has been well over 30 days. Per the consumer laws, it is my right as a consumer to dispute and address any creditor reporting inaccurate accounts or information on my credit report and it is their responsibility to acknowledge my dispute and conduct a proper investigation into the dispute. Victoria Secret is in clear violation of my rights and I am requesting that this account is deleted from my credit reports now!
Company Response:
State: TX
Zip: 77021
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Comenity Bank, XXXX, VA- issuer of a store ( XXXX XXXX ) credit card - keeps on charging me interest and compounding it on a XXXX balance credit card that I have paid off and asked them to close. Please see the last two statements that show the card completely paid off and the compound interest charged.
Company Response:
State: CA
Zip: 95118
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: i am constantly receiving letters from account aren't mine or some letters denied credit that i haven't apply for and one day not to long ago i when to XXXX tried to open a credit want to remodel my kitchen and i was told i had credit already i never apply for such credit with XXXX. so and all the letters lately receiving and i got one time back in XXXX XXXX at XXXX XXXX XXXX report was made by me at the XXXX XXXX XXXX location restaurant at XXXX officer 's XXXX XXXX XXXX XXXX XXXX when unit number according to this report is XXXX and report number is XXXX title : burglary of motor vehicle they crack or break my passenger side of the vehicle taking with them a full back pack pink with all my personal documents, income taxes driver license and a XXXX, not only that but personal documents from customers that I translate because I also work for this Attorney his Name XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX his number is ( XXXX ) XXXX he is a board certified Attorney also practice diferent types of law and on that day i had alot of Immigration documents already translate and ready to be send out with original passports. then on XX/XX/ i when to my local police station and file a identity theft report no. XXXX officer XXXX because all the letters i was receiving that i was sure weren't mine.
Company Response:
State: TX
Zip: 77478
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Managing an account
Subissue: Problem with renewal
Consumer Complaint: On XX/XX/XXXX my husband and I signed up as joint tenants for a 2-year CD with Comenity Bank XXXX which had a maturity date of XXXX. We were not notified that the Bank had changed to " Bread XXXX '' during this period, but more importantly we were not notified by the bank that the maturity date was approaching ( as the FAQ 's on their website indicate you will be ). We were also not notified that the CD had been renewed without our knowledge or consent. As we were gathering XXXX tax info, we noticed that the CD had matured. We immediately tried to contact what is now " XXXX XXXX. '' On XX/XX/XXXX we attempted numerous times to access our account on-line, however we received the message that our account was " Dormant. '' On the XXXX we were also unable to access our account, or to reach Bread. We continued trying to reach Bread on-line and by telephone on Monday, XX/XX/XXXX, and after many problems with their technology ( it didn't recognize dialer selections from our cell phones ; it only sent reset codes to the landline that we were calling from ( which of course doesn't receive text messages ; etc ), we were finally connected to a customer service representative. As mentioned, my husband and I hold the account jointly. I ( the wife ) made the call, as my XXXX husband was recovering from a cardiac procedure. Unfortunately, the representative said that he was only able to discuss the matter with " the man on the account. '' After explaining that I was jointly on the account, and that my husband was ill, the representative continued to insist that he was unable to discuss the matter with me. Ultimately, I brought my husband to the phone. We requested that our funds be returned, as the CD had just matured ; we had started our attempt to receive the funds prior to the 10-day grace period ; because we received no notice that the funds were maturing ; because our account stated that it was " Dormant ; '' and because we were unable to access the account. We were told that the CD had been renewed, even though the account stated that it was Dormant. The representative walked us through getting access to the account, and changing the telephone number that text verification messages were sent to, but he was unable to accomplish either task. Still unable to access our account, we called back later that day, the afternoon of XX/XX/XXXX. We were able to connect to a customer service representative that was able to get us access to our account, and to change the phone number to one that would work for text verifications. She also indicated that the CD had matured and been renewed. Despite offering a 1-year CD at 4.75 %, Bread opted to renew our CD for 2-years, at the lower rate of 4.5 %. All of our additional requests ( we want our money returned ; we dont want to pay a {$600.00} penalty given the circumstances ; we at a minimum want a written document that shows we have a XXXX, along with the amount, term, and interest rate ) were met with Im sorry Im unable to help you. Over and over and over. At this point we still have no documentation of the new CD, and the latest notice that exists on-line is the CD that matured on XXXX XXXX XXXX. We are deeply concerned about the honesty, viability, and competence of this organization. After reading reviews on-line about similar situations, we are very concerned that we will be unable to get our money returned to us in 2 years if we leave it with the organization.
Company Response:
State: WA
Zip: 98011
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I made payments last month and the lady said they didn't come through on time because it was after XXXX XXXX, cool. I take that, I then make an early payment in which she stated that it was too early to count towards the next months bill so I ws once again charged a late fee the following month because she said the payment didn't go towards this month.
Company Response:
State: TN
Zip: 38118
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I was shopping at XXXX clothing store. I got a discount that day if I got the company credit card. After having this account for only XXXX months they kept charging my account late fees. After calling Comenity Bank on XXXX separate occasions and customer service removed late fees. In fact the late charges were never removed. Instead they kept charging late fee on fees that were supposed to be removed. Please help solve this problem. I called Comenity Bank the last time XX/XX/2023 and closed my account with a XXXX balance. Comenity Bank called me XX/XX/XXXX about my account that I closed previously. They said I still have a balance Please stop these scammers and fraudulent charges.
Company Response:
State: NJ
Zip: 084XX
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: BJ Credit Card Changed from Comenity Bank to XXXX XXXX. I have spent 6 plus hours on the phone trying to get card active. XXXX XXXX XXXX XXXX then claims the have not history of sending card. I was told to call Comentity and spoke to XXXX, was not sent a email record, called XXXX XXXX, used there app, used there online system .If they can't find an account that they sent out then they must have a massive data breach, or very bad internal controls and have no idea and what cards they send out to people.
Company Response:
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A