Date Received: 2023-02-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have had a chronic problem with Comenity Bank and the untimely application of payments. On this occasion, my issuing bank confirmed that this month 's payment was issued on XX/XX/2023 for delivery by XX/XX/2023. The payment has never been applied and Comenity alleges they never received the payment even though I have several bank records proving otherwise. Relevant excerpts are attached. I am being asked to issue a stop payment for a fee of {$35.00}, which is unreasonable, as the error is with Comenity. In order to preserve my on-time payment record, I issued another payment, this time through Comenity 's on-line payment portal and that was properly applied.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Three inquiries for new lines of credit were initiated in my name, fraudulently, between XX/XX/2023 and XX/XX/2023. The inquiries were attempted for XXXX XXXX ( one attempt ) and XXXX XXXX XXXX ( two attempts ). I have contacted Alliance Data, who provided me this information, and I informed them this activity is fraudulent. I have also placed freeze and fraud alerts with my creditors.
Company Response:
State: NC
Zip: 27604
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XX/XX/XXXX I made a final payment on my XXXX Mastercard. In XXXX I received a refund check in the same amount as my final payment. Payment was misposted and refunded to me with no further explanation. In XXXX of XXXX XXXX XXXX notified me of a delinquent account with XXXX Mastercard ( commenity ). I logged into my account ( they do not send statements by mail or email ), and saw that interest and late fees started accruing without my knowledge since XX/XX/XXXX. Upon calling commenity they notified me it was my responsibility to keep an eye on my account and was responsible for nearly {$300.00} in late fees plus the original balance I paid off. I filed a dispute and during this time my credit score dropped XXXX points and additional fees and interest accrued, even though the collections agent advised me that wouldnt happen while under investigation. 60 days later I received a letter advising me the dispute was denied since I did not notify them within 60 days of the initial error ( apparently as stated in the terms and conditions ). I have since written a letter to the CEO to reconsider the decision and my credit score is now down XXXX points and the account has accrued additional fees.
Company Response:
State: TX
Zip: 76021
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Hello, In XXXX of 2022 I made a payment over the phone aside from my Autopay monthly payment to Kay Jewelers/Comenity Bank to payoff a promotional balance. The Agent that I spoke with on that day was very kind, and she verified with me that the entire payment was going to the promotional balance and that it would be taken care of in that moment when we made it over the phone. It is reflected in my statement as {$250.00} which was the balance that was due for that would have incurred interest if not paid prior to the end of that month. This was in addition to my {$220.00} that was to be drafted in Autopay which I did not cancel or change. I want to clarify that paid the debt ahead time and have not missed or paid under minimums to be penalized by Kay/Comenity. I got married, moved, and now that I am settled and going over finances I realized that although I did my due diligence to pay ahead of time I am being penalized as if I had not. On Friday XX/XX/XXXX I confirmed with their customer service agent that when I paid over the phone in XXXX, I confirmed that I did not cancel my autopay, and for some reason Kay did not draft that second {$220.00} payment for that month. She confirmed that Kay made an error, and that as of XXXX my promotional rate on my other balance was taken away and have been paying 29.99 %. She confirmed that this should have never happened, but she told me there was nothing she could do other than to forward it to an investigation and that there was near to no possibility of getting this reversed.
Company Response:
State: CA
Zip: 90712
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, I made 2 payments by an automated phone system to XXXX credit card provided to me by XXXX XXXX. The first payment I made was for {$65.00}, after making the {$65.00} payment, I decided that I did not want to have to owe on this credit card any longer and called back within 15 minutes to make an additional and final payment of {$230.00}. When I called XXXX automated system the second time to make the {$230.00}, the system said my payment was not authorized, it did not provide a confirmation number and the phone hung up. I then decided I would just inquire later why my payment did not go through because I had gotten too busy and no longer had time to handle the matter. Later that day on XX/XX/XXXX, I checked my bank account transactions and noticed the {$230.00} had been deducted from my account. I immediately called XXXX to ask about my payment and they said they never received it. I called my bank and they said the payment cleared on their end and that it could not be disputed since I intended for the payment to take place. My bank advised me to contact XXXXXXXX XXXX to have them help me resolve the issue. I called XXXX again and they then informed me that their system will not allow me to make 2 payments on the automated system in 1 day and that is why they don't understand what happened and they do not see the payment applied. I provided XXXX with a record of my bank transactions showing that the {$230.00} was taken from my account and shows XXXX as the merchant it was paid to. By me making the final payment of {$230.00}, the card would be paid off and I can close my account. I find this odd that when I try to pay off and close my account that they claim not to have received the payment. I had the transaction on my statement. I spoke with XXXX a final time after sending them a screenshot of my bank record which shows the transaction of {$230.00} and they said they would issue me a refund by mail in the form of a check but it could take 2 weeks for me to receive it. I do not understand why I have to wait 2 weeks for a papercheck and I no longer trust XXXX XXXX or their systems.
Company Response:
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This company promised me payment for deletion in XX/XX/XXXX. My last conversation with them I had to do was pay {$16.00} on XX/XX/XXXX. All late fees of over {$200.00} was forgiven due to their mistake. My prior last payment was XX/XX/XXXX. I have been arguing with this company who keep lying over the phone over their promises. Please update account to NO LATE PAYMENTS, NO CHARGE OFF or else remove the whole account due to violation of FCRA by reporting false information.
Company Response:
State: FL
Zip: 32832
Submitted Via: Web
Date Sent: 2023-02-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-26
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Back in XXXX of XXXX, I received an alert from the credit bureau XXXX that I got an inquiry from ComenityXXXX XXXX At the time I was at work and knew there was something wrong. I immediately disputed this inquiry with XXXX and put a credit freeze on my accounts. Then I called Comenity customer care to find out how this happen, and why is there a credit card opened in my name at a place I do not shop at. Their customer care rep said they will place my account in the investigation for the {$470.00} that was spent on this fraudulent account. It was then they told me that someone made an in-store purchase in XXXX, PA. But I lived in Florida and did not leave the state that month. Two months later, I still receive statements for this credit card I did not open. I called back to find out why, and they said the first time was only a fraudulent charge dispute, not a fraudulent account. And then proceeded to make excuses as to why that occurred. Finally said they will investigate and told me I will not be responsible for any charges that occurred while they are investigating. XX/XX/XXXX, I finally got some reply in the mail from them and their result was that my dispute was not found and lacked support. Great so what evidence did they have of me opening this said account and making said purchases in PA when I was in FL? I beg to differ on this resolution. To add insult to injury they also included a letter stating that if I am having trouble making payments, they can help. Help me pay for a fraudulent charge on a fake account? Please use common sense, would you in my shoes accept that? Comenity Capital Bank, have a human being who is close or near to a supervisor/manager role call me and discuss what evidence you require to prove I did not create this account nor did I make the purchases. Please reach the data breach letter from XXXX that I believe is how my information got leaked but I never gave my information out to anyone.
Company Response:
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2023-02-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-26
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: Comenitycapital has inaccurate reporting on my credit report - payment history reporting charges off every month or the credit reports- Balance not at zero still showing a balance of XXXX ( attachment filed in this complaint ) - Have reached out to the company that the account was opened without my knowledge while I was overseas in the combat zone According to the FRCA The term " investigative consumer report '' means a consumer report or portion thereof in which information on a consumer 's character, general reputation, personal characteristics, or mode of living is obtained through personal interviews with neighbors, friends, or associates of the consumer reported on or with others with whom he is acquainted or who may have knowledge concerning any such items of information. They stated my account was verified but how is that possible if they did not do a proper investigation according to the law. Also, every piece of information on these accounts is still not reported 100 % Accurate. And according to the FRCA 15 USC 1681, everything has to be 100 % Accurate. I have the credit report showing the inaccuracies. List the Accounts Comenitycapital
Company Response:
State: KS
Zip: 664XX
Submitted Via: Web
Date Sent: 2023-02-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: COMENITY CAPITAL is the company name On XX/XX/2023 a hard inquiry was reported to my credit report it was not me
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
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: After disputing an account that it is not mine with Comenity Bank, Comenity Bank came back stating that they have validated the account and they are stating that their records indicate that an Express account was open on XX/XX/2022 under my name with a Balance of {$390.00}. The problem is that I have never open an account either with Comenity Bank or EXPRESS, if this account was open under my name I did not authorized or purchased anything using this account. They did send me the statements showing that the account exists, with this I know that someone that is not me open this account. I am demanding a further and more deeper investigation as to how the account was open, who sign, or anything else they do to prove it was me who open this account. In the meantime they are reporting late payments on my credit report that is affecting me with some financial transactions I was going to do. I have started a Police investigation and have also reported a Identity Theft at the Federal Trade Commission.
Company Response:
State: AZ
Zip: 85037
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A