Date Received: 2023-02-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: XX/XX/XXXX Investigation Request Letter for Comenity BankXXXX XXXX XXXX ( I don't have account number because it was suppose to be closed. ) To Whom It May Concern : I received a copy of my credit report with the intention of improving my credit and taking care of my Responsibilities and noticed an account I would like a little more explanation on. I am not saying they are reporting right or wrong. I am saying I do feel that I feel it is inaccurate. I also read an article on the Fair Credit Reporting Act where it said by law I have the right to challenge anything I am not sure is accurate. Are you familiar with something called 15 U.S.C. Section 1681i ( a )? I heard that if you cant provide proof, the account must be deleted. I would like this accounts deleted if it is not XXXX % right and correct. Could you please check on this and get back to me? I saw on a Credit site and Board where the lawyer said you have XXXX days to complete the investigation. Please investigate the following account and remove them if anything is missing or not correct on them. I demand the following account be verified or removed immediately. Comenity BankXXXX This account was onpened on XX/XX/XXXX. I was ready to pay for my items at the counter when a young cashier who may have been new asked if I would like to open a XXXX credit card. If I did I would receive {$20.00} off a purchase of {$50.00}. I was approved and she told me to buy XXXX more item to make up the {$50.00}. I purchased a gift card for {$20.00}. When she rang the items up the gift card was not allowed. She had to refund all items. In order to give me the {$20.00} of again she had to do it manually XXXX by XXXX and take a percentage off. I purchased the gift card seperately for {$20.00}. After she was finished taking calculating everything I used the gift card to pay and I used my own XXXX to pay {$7.00}. this came to a XXXX balance. I asked if I owed anything more, because it was a long time consuming process by this cashier. We were both very confused, but again she said nothing owed. This was a nightmare and I walked out with a headache. I wished I never opened a XXXX card because it has done nothing but hurt my credit more. A month later I receive a statement from XXXX saying I owe {$20.00}. I called Comenity Bank several times and forwarded statements for proof which they claim they never received. I also said I wanted the account closed because I did not wish to keep this card due to such errors. They were rude! The amount is only {$20.00} which I could have paid with no problem, but it was the point of why I owed {$20.00} when my slip showed nothing. It has been some time now and they claim they called me in XXXX and I spoke to them and I never forwarded anything to them. Upon looking at my credit report I found that they added interest to this card. A {$20.00} cashier mistake and they want me to pay over {$300.00} for it. Recently I called to see if I could settle and once again explained. I was told they could removed {$160.00} from the Recovery Department. I then talked to the debt department and XXXX guy was arrogant and when I asked to speak to his supervisor he informed me there was no one else he could let me talk to. He was so arrogant I hung up the phone. I called back and talked to another gentleman he said he could remove most of the fees and I would pay {$39.00}. I asked if he could then delete this nightmare from my account and he said no. I wasted about XXXX hours and was so upset because I called once more and once again another guy I cant call them gentlemen because they were just rude and I asked for a supervisor after him not listening correctly. Finally, I spoke to a nice woman who listened to everything and advised me give her the names of the agents so she can report them. She advised me to write a letter to XXXX and the credit bureau and explain just as I explained to her. This is why I am writing to you. Once again I wish I never opened this account! I use to go in XXXX all the time, but no more. I have never had such trouble opening an account. As I said I immediately closed it and dont know why they left it open to tack on fees. I tried to enclose some statements for proof, but they are in PDF form and it says unauthorized every time I try. I can perhaps print copies of the statements if you wish me to mail them to you. The first slip shows I was approved. The second shows the itemized items adding up to {$57.00}. The discount could not be used with a gift card on the itemized list. The second slip shows the cashier refunded all items except for the gift card which added up to {$37.00}. This is where the discrepancy comes in. {$57.00} minus {$20.00} equals {$37.00}. The third slip shows she itemized the items once again to give me the discount for opening the credit card. She discounted each item manually XXXX by XXXX. This now adds up to {$27.00}. The XXXX slip shows I paid this amount with the gift card I purchased with my own credit card. I paid the {$20.00} with gift card and used my mastercard to pay {$7.00} leaving me with a XXXX balance. I am totally confused by these actions. I dont understand why the card is still open all this time when I asked for it to be closed in XXXX during the dispute. Why would allow an account to obtain charges on a {$20.00} amount which would have been paid if explained why I owed {$20.00}. This does not make sense. Someone at the bank did not close the account as I asked. Yet this is my fault? Before sending this to you, I tried once again to resolve this with Comenity Bank. I talked to XXXX in XXXX and was put on hold only to be disconnected. I called back and woman in XXXX was rude and said not her fault and tried transferring me to a supervisor which I waited XXXX minutes on hold for a supervisor to pick up. Again another nightmare and headache. This is the worse bank in my opinion to deal with. Rude, arrogant people. Thank you
Company Response:
State: CT
Zip: 06405
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with 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: Received a credit card which I did not apply for from Comenity BankXXXX XXXX I immediately checked my credit report and noticed that someone had already charged XXXX on the card. It appears the card was opened by someone on or around XX/XX/2023. I contacted Comenity Bank on XX/XX/2023, which is the day I noticed the issue. The CSR at Comenity stated that they were starting an investigation. I also noted that on XX/XX/XXXX through XX/XX/2023, there were four hard inquiries for credit cards in my name. These inquiries were not instigated by me or anyone I know. The banks noted on these inquiries were, XXXX XXXX, XXXX, and two by Comenity. I called each of these banks and began a dispute on each. I contacted XXXX and reported the above information and requested a freeze on my credit account.
Company Response:
State: OH
Zip: 45247
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Unsolicited issue of credit card. Arrives newly issued w/significant charge on it to issuing company. Comenity/XXXX CC w/ XXXX XXXX charge to XXXX. I understand it may be ID theft but how does issuing company place charge on to card to itself. Should raise red flags.
Company Response:
State: MA
Zip: 02140
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: 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 purchased XXXX ( XXXX ) chairs from XXXX, XXXX, & XXXX on their website and had them shipped to my home. I received all three ( XXXX ) chairs damaged. XXXX, XXXX & XXXX received all three ( XXXX ) returned chairs and I never received a credit for the chairs. I disputed with Comenity Bank, the issuer of the XXXX XXXX & XXXX credit card. Comenity Bank has consistently violated my consumer and banking rights under the Gair Credit Billing Act by assessing my account late fees, interest, and reporting me late to the credit bureaus while the entire amount was under dispute. On XX/XX/XXXX there was a fraudulent charge posted to my XXXX XXXX & XXXX credit card and while under dispute Comenity Bank has again demonstrated a violation of my consumer and banking rights under the Fair Credit Billing Act by assessing late fees, interest and reporting me late to the major credit bureaus with this fraud charge. I have made numerous attempts to resolve the matter with Comenity Bank but the bank is doing whatever they want to my account and does not care they are in violation.
Company Response:
State: CT
Zip: 06405
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act, this creditor has violated my rights under 15 USC 1681, section 602 states I have the right to privacy. 15 USC 1681 section 604a section 2, it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: MD
Zip: 21228
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: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I was given this account when I purchased XXXX XXXX XXXX in XX/XX/2022. The payment was set for {$120.00} for XXXX XXXX at a low interest rate. I set up an autopay from my bank. In XX/XX/2022 the payment was increased to {$140.00} without prior notification. Since I don't use the account for anything else I never thought the payment would increase. When I did discover the problem, I called customer service to find out why it happened. The excuse was the payment was too low to complete the balance in time not to incur accumulating interest. I said that was not my fault. I had to wait for the decision on the refund. I was issued {$40.00} instead of the {$120.00}. There should be a monetary penalty for them.
Company Response:
State: MA
Zip: 01757
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have always been set up on automatic payment for my account but i have a late payment on my report with this one company. It is inaccurate. The company shows that the payment was on auto payment but that it was received late. I have tried disputing it with the company as well as thru the bureaus but it has not been removed. Please assist me in getting this removed any way that you can as it is hurting my credit score and it was not by any fault of my own. Thank you.
Company Response:
State: NC
Zip: 28326
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: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Someone got a hold of my personal information in XXXX of XXXX. They applied for several credit cards. I disputed the accounts. I was able to get all of them closed and removed from my credit report by around the end of XXXX. However, a credit card account from COMENITYCAPITALXXXX reappeared on my credit report with a lower charge limit in XXXX of XXXX. I disputed the account again. This dispute resulted in XXXX verifying the account information as accurate. I don't know how that is possible. I did not open this account. I called COMENITYCAPITALXXXX in XXXX of XXXX and informed them that I had not opened this account. Supposedly, they closed the account. They also sent paperwork for me to fill out to verify that I did not authorize the account and to have it removed from my report. Admittingly, I did not complete the requested paperwork. To my knowledge, they had closed the account and it was already removed from my report at the time. Again, the account has reappeared. It is currently showing a {$0.00} balance. I would like to have the account permanently closed and removed before any charges are made. Page 5 asks if the credit card has the same billing address as my mailing address. I do not believe it does. The company representative stated they have another address on file. I do not know the address.
Company Response:
State: GA
Zip: 30122
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I've been a member of XXXX for decades and have had a XXXX credit card for decades. In XXXX, XXXX, XXXX changed to Comenity Capital Bank to issue and service their credit cards. I did trust XXXX so I made the move.The first bill came, due XX/XX/XXXX, and I immediately paid my bill through XXXX online, receipt by XX/XX/XXXX. The next bill comes, with late fees of {$25.00} and interest of {$40.00} added. I check my account and see the check cleared XX/XX/XXXX. I spend time to call XXXX and they agree to take the fees off, say the transition has caused the problem. I pay that bill, due XX/XX/XXXX, receipt by XX/XX/XXXX. The next bill comes, {$25.00} late fee charged, {$4000.00} interest charged. I check my account, check cleared XX/XX/XXXX. I again spend my time calling Comenity to complain and have the late fee and interest credited back. Again it's blamed on the transition. I pay that bill due XX/XX/XXXX receipt by XX/XX/XXXX. Next bill comes, late fee {$25.00} charged, interest {$40.00}. I call again to have the fees credited back. They credit back the late fee but not interest. The Comenity employees tell me it's taking weeks ( one said 3weeks for checks to be processed ). I complain if it's taking that long, why are they charging fees automatically? I was told it was the system. This check, receipt to be XX/XX/XXXX never got cashed. At XXXX, a stop payment was issued and I did pay Comenity over the phone with my debit card. I was told the {$28.00} late fee would be taken off but not the {$44.00} interest. To further complicate matters, on this bill, two fraudulent charges from XXXX XXXX XX/XX/XXXX for {$1500.00} and {$300.00} showed up. I called immediately to dispute the charge and was told the investigation would take 7-10 days for a resolution. Three weeks later I called ; finally asked for fraud department after messing around with someone who didn't have a clue. The man in fraud said it had been done incorrectly, we would have to start over and it would take as long as 90 days to investigate. In the meantime, he would credit my account and issue new cards but the charges would be reinstated if fraud wasn't found. This man did seem to know what he was talking about and gave me some hope it would be done correctly. In the meantime, I finally sit down at the computer and check the Better Business Bureau. Imagine my surprise when I see thousands of complaints just like mine : great lengths of time cashing checks, late fees, interest charged, fraudulent charges. I can not believe XXXX would be involved in a scheme like this. I finally receive a letter saying the XXXX charges were proven fraudulent and I would not be responsible for them, and any related finance charges or late fees would be corrected. Then I receive a letter and check from Comenty saying they " recently received a check marked with " paid in full '' or similar language and/or letter indicating the check is intended as full payment of a debt on your account. Unfortunately, we are unable to accept the check because the amount of the check does not match the full balance owed or agreed upon for your account in our records. '' It appears to be the check issued by XXXX that we put a stop payment on and ended up paying over the phone with Comenity by debit card because they never cashed the XXXX check. There is nothing on this check indicating paid in full or any such language nor was there a letter. I dont have a clue what that was about. It does prove ; however, that they did get the check after all. So I called today, XX/XX/XXXX, only to find out the {$44.00} interest had not been credited back and had to ask for a supervisor to get that credited back. I also found the my last {$930.00} payment check which XXXX as being cashed on XX/XX/XXXX had not been credited to my account. The supervisor is checking into it. This has been a nightmare and has wasted hours of my time trying to fix it. Please look into Comenity and their practices. This just shouldnt be happening in the USA.
Company Response:
State: AL
Zip: 35022
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have written and sent XXXX certified letters to Comenity Bank regarding an incorrect missed payment report, but they have failed to take proper action. Despite disputing the inaccurate information with XXXX, Comenity only added a false statement in the comments section that the missed payment was due to a natural disaster, rather than fixing the issue. I made a payment of {$250.00} on XX/XX/2022, and have enclosed proof of payment and bank statements that were sent to Comenity Bank. I have now disputed this for the fourth time with XXXX and also with XXXX and XXXX. XXXX corrected my payment history with Comenity to reflect timely payments, but XXXX 's investigation is still ongoing. My main concern is with XXXX, as they have not properly investigated the report despite being provided with the XX/XX/2022 payment amount and dates from my bank statement. This is the second time that Comenity Bank has reported a false missed payment on my account, which I have had to dispute. I have never faced such issues with other banks, only with Comenity. Their refusal to correct the incorrect information and own their mistakes raises a major concern.
Company Response:
State: TX
Zip: 77019
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A