Date Received: 2023-02-12
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I have them harassing me daily calling me at least 3 times a day. My loan was to be only for XXXX months and they are now saying it's for XXXX mths. I have never received the original contract and they said it was not a contract .they keep saying it is a credit card it was a loan for dentures I got from XXXX XXXX in XXXX XXXX payments are to only be {$30.00}. A month .I paid XXXX XXXX {$290.00} in order to start this loan have proof. My loan is for only {$1300.00}. They say I am now {$890.00} late with {$150.00}. Late charges I pay every month with a money order first of each month. My legal advisor and I called them in person on XXXX. Talked to 3 different people for 2 hours. I told them I have sent Comenity capital bank almost 10 letters for the last 2 years with my monthly payment of {$42.00}. XX/XX/XXXX. I have paid {$1400.00} .started payments XXXX of XXXX. And yet they are saying my payments are late. The amount of my payments keep changing from them. I have never once have been sent a monthly bill from them as well. I was told to keep paying them now by phone on The XXXX of each month until the have received my form as to disputing this and default. Yet it has been 3 weeks I still have not been sent a form to send them.i have copies of each time I paid them every month and they are also saying they never get the money orders or they are due on the XXXX XXXX. But when I applied for the loan is was to be due by XXXX of each month yet when we spoke to the lady on the phone she said it was due each month on The XXXX XXXX. And saying I now owe {$54.00} late fees as well. I was not to have interests charges as long as it was paid in full .yet they say now I do have them and I still owe {$980.00}. Or {$960.00}? They are not for sure. Still when I have paid them {$1400.00} plus XX/XX/XXXX I called and paid {$40.00}. For XXXX payment. It should be paid off with no balance. I am not late .never have been and have proof of every receipt since XXXX XXXX
Company Response:
State: KS
Zip: 66047
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XX/XX/XXXX opened XXXX XXXX store credit card when I purchased a set of tires the total was {$1000.00} there was a promotional offer of no interest if paid withing 12 months. When I received the 2nd statement in XXXX, interest had been charged. I made first contact with Comenity customer service. I was told that an error could have been made and the person that opened my account did not select the " promotional '' option on my card. I was told they would investigate, and considering they found the promotion active at the time and terms were met the changes would be made to my account within 30 days. I made 2nd contact with Comenity in XXXX, after that initial 30 days. I was told that it could, in fact, take up to 60 days. They saw the previous notes on my account and it was " in process to be reviewed. '' Due to XXXX, my 3rd contact to Comenity was in early XX/XX/XXXX as the issue had still not been resolved, my account is still accruing interest. I called Comenity customer service and asked to be escalated to a supervisor. I was told by this supervisor that it could take up to 180 days and they had nothing but attitude to offer. At this point I made contact with the original point of sale, I went back to the store I made the purchase and opened the card. They told me that this has happened before and that they would refund the amount of the charge, switch the account to promotional, reapply the charge and it should be good as they have had to do it several times before. The refund and reapplication of the charge did happen, but the interest was still on the account and had accrued more, this time the terminology used on my statement changed it went from " interest for this period '' to " XXXX XXXX XXXX int XXXX XXXX '' as if my account had surpassed the promotional period and was accruing deferred interest. The amount of interest seems to have decreased but it should be XXXX and all the previous interest is still on the account. The terminology has changed again, now saying " Interest charge on purchase. '' I went back to the XXXX XXXX XXXX XXXXXX/XX/XXXX to once again attempt to have the issue resolved. The associate at the store once again helped make contact to customer support, they see all the previous notes, agree on the fact that there is an error on the account and it is accruing interest in error. The Comenity customer service agent calculated the interest, which is currently {$99.00} made note of that and said they would submit a ticket and I should look to hear from someone within 5-10 business days, that was nearly 3 weeks ago. I have not heard anything and the account is still not resolved.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Dear COMENITYBANK/VICTORIASSECRET ; I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/2022 during the time i was XXXXXXXX XXXX XXXXXXXX. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. Also, with everything going on, particularly COVID-19, and being XXXXXXXX XXXX XXXX, loss of a family member lately, and loss of job, etc. My only thought is that my monthly statement did not get to me. Ive communicated these scenarios several times with your banking institution representatives and over the phone on several occasions and the answer was that late payments would never be removed from my account, I tried to explain my situation to continue being a LOYAL client and constantly paying but the answer was always negative in trying to help me. I would have my payments made on time if this had never happened, now reflecting an unfair credit report from me.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There is allegedly a HARD INQUIRY on my credit from XXXX XXXX XXXX According to my credit report, this inquiry will remain until XX/XX/2024. I never heard from XXXX XXXX XXXX received a credit card from them. How are they able to make a hard inquiry on me without my permission?
Company Response:
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I have no knowledge of this account and i could not get the company to prove to me how was this account open
Company Response:
State: MO
Zip: 64063
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
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: I contacted XXXX XXXX XX/XX/XXXX stating that a card was opened fraudulently in New Jersey but I live in Ohio. I gave them my police report. It was under investigation until XX/XX/XXXX to which they informed me that they are still holding me liable for this card as well as the charge of {$640.00}. I am appalled that the credit card company does not have the resources to review the case further and realize that it is geographically impossible for me to open a card in New Jersey if I live in Ohio.
Company Response:
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I I Received a call from XXXX Comenity bank at XXXX XXXX on XX/XX/XXXX and was informed I owe a total of {$120.00} due to a CHECK not valid for my payment on XX/XX/XXXX. However the Representative states she was not aware of why the check was return and I ask her specifically is the checking amount showing returned as that would be impossible as I have a total of $ XXXX in that account and I have a perfect credit score reporting ( never been late with XXXX XXXX for XXXX months and never a return payment ) the rep insisted she does not see why the check was not processed and she processed a payment on file in the amount of {$120.00} she states thats the past due ( however they received a payment on XX/XX/XXXX which they did not apply until XX/XX/XXXX ) from my checking account XXXX ending XXXX, that process was done at XXXX XXXX before the cut of time listed for XXXX eastern standard time. I contacted my bank who informed me that no payment was presented to them in the amount of {$63.00} for account XXXX. XXXX XXXX I was alerted from the XXXX credit bureau that my score has dropped XXXX points due to a XXXX day report from XXXX Comenity Bank for late nonpayment, I contacted them at XXXX spoke with a nasty rep who yelled and accuse me of lying XXXX XXXX XXXX I requested a supervisor who also came on the phone angry and told me she could not help me that is my problem and write the address on the back of my card and that I was late and thats it!! I was treated like XXXX I was advised By another rep that my XXXX payment paid on XX/XX/XXXX in the amount of XXXX was posted and deemed late in their system as XX/XX/XXXX in which this is a pattern of them posting the payments after cut off time even when received before the cut off time too be able to bill late fee even when automatic payment scheduled for minimum payment is scheduled prior to the bill due date. XXXX Comenity bank is who is the XXXX that determine the minimum due date for the customer when we select automatic payment for whatever the due date is and at no time did the web portal state that a payment of {$120.00} is due ( when I look at my XXXX upcoming statement a XXXX is due not for XXXX as I have enclosed ). As you can see the billing statement due date for the {$120.00} is due XXXX XXXX so how would I be made aware that {$58.00} paid on XX/XX/XXXX is incorrect? I was never emailed called or messaged via web portal WHICH THAT IS THE COMMUNICATION OFFERED AND CHOSEN ON THE CREDIT APP, Was never made aware prior to XX/XX/XXXX at XXXX via call that return check was received prior to them sending my account information to the credit bureau . The comenity system was also down in XX/XX/XXXX and not process the automatic payment that I have had scheduled for the last XXXX months, the rep informed she would wave XXXX late fee on XX/XX/XXXX and payment of XXXX brought me up to date. I am not XXXX XXXX or XXXX days late as they have advised the credit bureau and nobody in the manager exculpation team can assist they state they see XXXX late on XX/XX/XXXX even their own system app is showing traction done on XX/XX/XXXX in which still no return check or late fee was listed due In the minimum payment guidelines. So how can a customer willingly know they owe more if the web portal tell me what I need to pay to be current? I have included proof of payments proof of statement minimum due and that I willfully paid my bill with the information the card issuer advised me.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: As of XXXXXXXX XXXX has reported on my XXXX credit reported account ending # XXXX, in the amount of {$410.00} as a charge off I am asking XXXX XXXX for my consumer rights, I need a copy of the agreement thats signed by the consumer, XXXX XXXX, for the above account reporting on XXXX credit reporting bureau as of XXXXsince I was not given a copy of this agreement, I am asking XXXXXXXX XXXX to send a copy to my address that you reported me to with XXXX credit reporting bureau.I do give my permission to c.f.p.b. to get a copy fo my credit report at XXXX credit reporting bureau.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I received an alert on from my credit monitoring that I have a past due account in the amount of {$480.00} through a Comenity/XXXX XXXX XXXX credit card that was opened under my name on XXXX XXXX XXXX. However, I never opened this account. I contacted the Comenity Fraud department, and they told me that there was indeed an account opened under my name. Comenity told me that they closed the account and marked it as fraud, and they recommended that I also open a report here. My credit score went from XXXX down to XXXX due to this fraud
Company Response:
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-11
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: This credit card company refuses to take off the hard inquiry on my credit report after multiple go arounds advising this was fraudulent. I have called, contacted the credit card company ( which refuses to do anything and acts like they have no idea ) and CFPB and they respond this is a duplicate request. This credit card company endorses fraud accounts and refuses to assist when called or mailed requesting this be taken off my credit summary. THIS IS NOT A DUPLICATE REQUEST. The hard inquiry still appears on my credit report. I have tried to get this resolved in XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX.
Company Response:
State: AZ
Zip: 85085
Submitted Via: Web
Date Sent: 2023-02-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A