Date Received: 2023-02-08
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 purchases two items from Express with my Express credit card ( ending in XXXX ) via Comenity bank on XX/XX/XXXX in the amount of {$99.00}. The order # was XXXX. It was a sweater and a pair of pants. I received the order and promptly returned the items on by creating a return label on the websites online portal on XX/XX/XXXX. I then received an email on XX/XX/XXXX stating my return had been processed and I should see the amount of {$99.00} refunded back to me within 7 business days. I did not receive the credit. I reached out to the the company on XX/XX/XXXX and XX/XX/XXXX, they told me to give it up to 3 weeks. I also called and opened a dispute via phone. I now recently received a letter closing my dispute as they claim to have no record of receiving the return, even though I have an email from them acknowledging the receipt of the return. I have also now been charged interest on these items, which they also assured me would not happen while my claim was being investigated. I have also now written them a letter with the attachments I have included here, including their acknowledgement of receiving the return. I want my credit of {$99.00} and the interest I was charged returned to me.
Company Response:
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: The XXXX Ultimate Rewards card is a scam. I keep receiving fees on a credit card that I have already paid off. I have to login into the comenity website to find my statements and by the time I do that, my bill is late, the interest rate is straight up robbery. They don't even email you your bill in time, you have to go look for it if you signed up for " paperless statements ''. When the associate at XXXX told me about their card, I was promised monthly gifts every time I used the CC. The last few months I went in to XXXX to pick up something small, I asked XXXX of their associates about it and the girl behind the counter was like, " sorry, we don't have anything ''. You don't get any gifts or rewards they promise. This company needs to be under investigation. EVER EVER EVER sign up for this horrible credit card.
Company Response:
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I keep getting emails about an upcoming payment on a Kay Jewelers credit account with a {$400.00} balance. I have never our based anything from Kay 's Jewelers. I keep being redirected from one number to another, each assuring me that the other number can resolve the issue. However, it's a never ending loop. I did ask one of the reps if they could pull up any accounts in my name so I could find out what kind of purchase " I '' had made and when they put my name in they reported that they see no purchases under my name. And then transferred me to the other number, because " they handle that ''.
Company Response:
State: KY
Zip: 42066
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: XXXX Opened XXXX credit card to receive discount on XXXX purchase. XXXX received statement saying I am late and there was late fee on top of my XXXX bill. Immediately went online activated card, paid balance in full, then contacted them saying I never received first bill and requested late fee credit which they did do. I received emailed payment confirmation showing bill paid in full with checking account ending in XXXX. XXXX received letter in mail saying my payment was returned and i was now XXXX in fees on top of my XXXX bill. I immediately went online paying bill with same bank account ending in XXXX in full minus XXXX in fees because there was plenty of money in account to cover the XXXX payment. I also closed my account at that time time because I felt this is a shady credit card, that is trying to scam me because they didnt send me the first bill charging me a late fee, then they returned my payment when there was plenty of money to cover my payment. Over the course of the next couple weeks kept calling them trying to get the returned check fee credited because that was an error finally I was told to reach out to bank XXXX they were at fault which bank told me it was never presented for payment. XX/XX/XXXX XXXX As requested submitted proof of money in account which I submitted both my XXXX and XXXX bank statements, along with both the XX/XX/XXXX and XXXX payment confirmation showing bank account ending in XXXX and XX/XX/2022 account activation email. XXXX XXXX received email from Comenity Bank at 6 XXXX saying info received and forwarded to correct dept. XXXX XXXX even though I was told on phone that disputed amount dont require payment I still responded to that XX/XX/XXXX email asking that all is left on account is disputed fees, do I have to pay them to avoid more fees BC I dont want anymore fees or this effecting my credit score. I was told disputed amounts dont have to get paid. XX/XX/XXXX I received letter in mail saying I am a valued customer and to call them as soon as possible to resolve my issue. I called immediately and while waiting to get connected a recording told me my balance is now XXXX which is another late fee and not only that after asking for supervisor the senior acct specialist told me he can only remove the latest late fee which is the fee I got for not paying the disputed amount before the due date which is such a scam. Why did they tell me to call asap to resolve this only to be told my original dispute is no even though my bank statements show money to cover item and its an error. They said bank account number is one number different. They already knew that when they told me to send bank statement showing money in account. They did that to tack on another fee. This company is so shady.
Company Response:
State: MO
Zip: 63043
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Since I obtained the Bread Cashback American Express Card by Comenity Capital Bank, I have not been able to access my account online to view transactions or make a payment. I got the card around or I first used the card around XX/XX/XXXX. Around XXXX I tried to create an account online to make a payment, but each time I tried the system denied my input and the following statement is given each time I try : " The information you entered does not match our records. Please confirm your information is accurate and try again. '' Each time this happens I call customer service. Sometimes customer service can not access my account or say there is little they can do to help and they open a ticket for another entity to try to fix the problem. Each time I call customer service enters a note to my account regarding the problem. According to customer service during the summer of XXXX there was a software update which affected several accounts and apparently my account was affected by this update. Late XX/XX/XXXX I was finally able to make a payment through the automated phone service. I in-turn call customer service for them to remove and credit my account for any late fee, financial charges, etc. which they did do. On XX/XX/XXXX I tried to make a payment, but the system did not recognize my account so I called customer service, but they did not see my account by the account number. They were able to see the account by my phone number, but were not able to access the account. Once again I am not able to make a payment. My biggest fear is that negative information get reported to the credit bureau and it impact my credit history and score.
Company Response:
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Comenity Bank ( Victoria 's Secret Credit Card ) failed to notify it's customers of system issues and not properly report account updates on a monthly basis. It took the company XXXX months until the XXXX reporting credit bureau 's were notified of an active/positive credit use. I lost out on purchasing a new home/vehicle because they failed to report on time and kept my account on pause for XXXX months while I made monthly on-time payments.
Company Response:
State: CA
Zip: 90274
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I was checking my XXXX credit report and noticed an inquiry from XXXX Victoria secret credit card XXXX I never applied for that credit card. Someone else tried by using my information they stole. I don't shop in Victoria secret I filed a fraudulent report with XXXX to remove it from my credit report.
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I did not apply for any credit cards, and had hard inquiries on the following : XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NY
Zip: 11762
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have a " XXXX XXXX '' branded XXXX credit card provided by Comenity bank. I use this card monthly for purchases and pay the balance in full. According the marketing and terms of the card, " points '' should be accumulated when purchases are made. These points can be redeemed for rewards, Sony purchases, etc. On XX/XX/XXXX I received an email from the company stating that " were working hard to fix the rewards issues caused by our recent system update '' - I examined my account and noted that no points were accumulating despite eligible purchases being made on a monthly basis. After several months of waiting, I contacted the company on XX/XX/XXXX via their messaging center and notified them that points were still not accumulating. They requested that I contact the " XXXX XXXX team at XXXX '' and when I did so on XX/XX/XXXX, the representative I spoke with confirmed that my account was in a broken state because " XXXX accounts exist in our system and they aren't linked. '' She confirmed this is not something I caused or could resolve, and that she would escalate my case for resolution in XXXX weeks. Because the issue was not resolved, I called again on XX/XX/XXXX. Again the rep stated the issue needed to be handled by their " XXXX department '', sent me an email with a case number, and estimated " a couple of weeks '' for resolution. Noting that the problem had still not been resolved, I contacted XXXX again on XX/XX/XXXX. Again I was told " we will send this to our XXXX department, please wait XXXX weeks '' - I do not believe the company will ever make good on its promise and would like assistance in reaching a resolution.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XX/XX/2023 XXXX The debt collector called my mother in regards of a debt I owed from a victoria secret card. He said that if we didnt come up to an agreement that he would send an attorney over to my house. I told him that I didnt owe that money and that he could send an attorney over and he was shocked with my response. I hung up and looked at my emails and found this.
Company Response:
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A