Date Received: 2023-12-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XXXX, XXXX I opened a XXXXXXXX XXXX XXXX through Comenity Capital Bank. I made XXXX purchases using their credit card in the amounts of {$540.00} & {$66.00} for a total of {$610.00}. My first statement indicated a balance of {$540.00} with payment due XX/XX/XXXX. On XX/XX/XXXX, I ordered payment in full via a check from my XXXX XXXX bank to Comenity Capital Bank in the amount of {$540.00}. When my payment had not been credited to my Comenity Capital Bank account by XX/XX/XXXX, I called Comenity Capital Banks customer service & was told that if my payment didnt reach them by the due date, I would be charged late fees as well as interest. I told the representative that Id already sent in payment to which she replied, Were not responsible for the US Mail. She suggested I call back or go directly to the store to try and resolve the matter. I was left feeling very frustrated by her attitude as well as concerned over the prospect of having to debate late fees and interest with a new credit card company, especially since I pay my accounts in full each month. I decided not to do business with a credit card company who offers no alternatives when payments go missing, so I followed up with Comenity Capital Banks customer service via email and attached my Proof of Payment from XXXX XXXX. Comenity Capital Bank responded that my request had been forwarded to the correct department. On XX/XX/XXXX, I logged into my XXXX XXXX account and discovered that my {$540.00} payment to Comenity Capital Bank cleared my bank sometime before XX/XX/XXXX. I logged into Comenity Capital Banks website and discovered that although they had cashed my check, they failed to apply any funds to my account. I then s ent two separate emails to Comenity Capital Bank, attaching a copy of my proof of payment and check clearance. I also informed Comenity Capital Bank that I ordered final payment of my account in the amount of {$66.00}. Comenity Capital Bank responded that until the best resolution for your concern, we wont collect the amount in question or report you as delinquent to the credit reporting agencies. They continued to deny receipt of my payment. To document this, Comenity Capital Bank sent me a letter dated XX/XX/XXXX in which they indicate my balance owing was still {$610.00}. They also indicate that I will continue to receive monthly billing statements until any balance is paid in full. On XX/XX/XXXX, I received another email from Comenity Capital Bank in which they informed me that they had closed my account, and that they let the credit reporting agencies know that my account was closed at my request. While it was true, I did ask Comenity Capital Bank to close my account, they failed to inform the credit reporting agencies that the reason I closed an account a month after opening it was due to their fraudulent handling of my account, most notably, their refusal to apply payments received to my account balance. Comenity Capital Banks reporting to the credit agencies without explanation will most likely negatively affect my credit rating. On XX/XX/XXXX, I received another letter from Comenity Capital Bank in which they indicated they needed 90 days to complete their investigation and that during that time I will receive a temporary credit. They further stated that if their investigation proves no error occurred, the disputed transaction may be subject to applicable interest per your Credit Card Agreement. I attach all related documents supporting the above. I also attached a XXXX XXXX statement showing both payments made to Comenity Capital Bank, the dates they were made, that the check sent on XX/XX/XXXX check cleared my account, and the check sent on XX/XX/XXXX is still outstanding. A screenshot of my Comenity Capital Bank account shows a XX/XX/XXXX statement balance of {$540.00} indicating they placed a temporary credit on my account not a payment. I then received a letter from Comenity Capital Bank dated XX/XX/XXXX indicating the following, You asked that we transfer your payment from one account to another. That is 100 % untrue. How would I have any knowledge of Comenity Capital Bank putting my payment into someone elses account? Comenity Capital Bank continues, As requested, we transferred the payment of {$540.00} from the account ending in XXXX ( unknown account ) to the account ending in XXXX ( my account ). In other words, Comenity Capital Bank applied the payment meant for my account to some unknown account and then attempted to hide their incompetent and unethical banking practices by accusing and blaming me! Please take note of the second screenshot of my account taken on XX/XX/XXXX Comenity Capital Bank still has not applied the second check sent to them on XX/XX/XXXX. Their website shows the statement balance for my account as {$66.00} with payment due by XX/XX/XXXX. I would assume they received my payment yet have no idea where to apply the payment. Maybe they should check their customers account ending in XXXX. Is this financial fra ud? Comenity Capital Banks continued mishandling of my payments, their continued denial of wrongdoing, their lies, accusations, and misreporting me to the credit bureaus must be investigated. They need to apply my {$66.00} payment to my account so I can close this file and be done with them. Am I the only customer Comenity Capital Bank has treated in such a manner? I would assume most customers would simply pay the late fees and interest without challenging their business practices. But Im not one of those customers. I may be XXXX XXXX XXXX, but I can still recognize financial incompetence and deceit when I see it.
Company Response:
State: WA
Zip: 98422
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Bought wedding rings XX/XX/XXXX with a promotional XXXX for 48mths. Then bought my husband a XXXX Chain necklace XXXX of XXXX with a promotional balance of 0 % for 12months. The firs promotional amount was XXXX XXXX monthly, then added was {$190.00} for the second purchase. So in calculations I paid XXXX to XX/XX/XXXX, XXXX XXXX monthly. I looked at my XXXX statement to see that i should only have {$100.00} paid to payoff the 0 % for 12 months. Instead I see a payoff for XXXX to be paid by XX/XX/XXXX. I didn't think this was correct, So I called the card services area and talked to a manager to express my concerns. I was informed by XXXX employee # XXXX the Manager of IDDEAL card services that their is nothing that can be done. I asked the company to apply the payments correctly that all {$200.00} extra payment to be applied correctly. I was told by XXXX, she understands my frustration but can't help me with options to correct the company error. So this company applied all these payments to the first promotional because it was at 9.99 % and company made a decision to apply it how they wanted it so I can be hindered with a 29.99 % if the balance wasn't paid in full when ultimately it should have been paid in full. This is credit robbery.
Company Response:
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY, XXXX Date of Birth : XX/XX/XXXX SSN : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX Dear XXXX, I received a copy of my credit report and am writing to dispute the following information that appears on my XXXX report. The following inquiries are unauthorized, and I ask that you delete them : Inquiry from Comenitycapital/XXXX on XX/XX/XXXX I dont recognize this lender and I dont remember authorizing them to perform a hard inquiry on my credit report. By the provisions of the Fair Credit Reporting Act, I demand that these items be investigated and removed from my report. Please remove any information that the creditor can not verify. I understand that under 15 U.S.C. Sec. 1681i ( a ), you must complete this reinvestigation within 30 days of receipt of this letter. Thank you for your time and help in this matter. Sincerely, XXXX XXXX XXXX
Company Response:
State: NY
Zip: 11208
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Comenity Bank did not honor the Account Assure feature on the NY & Company store credit card account that I opened XX/XX/XXXX. I called Comenity Bank XX/XX/XXXX to ask for assistance during financial hardship due to illness and unemployment to recover from late payment fees that sent my account over the limit. I called the bank back and agreed to make minimum payments, however, late fees and over the limit fees continued to accrue, making any effort to pay useless. In XX/XX/XXXX, I called Comenity after a voicemail message from about the past due payments. Because I had no income, I asked if the account could be closed because I was not working and had no income, but they would not allow me to close the account in past due status. I asked about the Account Assure feature, and was told that I had to pay the past due balance before that feature could be used to keep my account current. I could not pay anything at that specific time. I called back in XX/XX/XXXX to try to make arrangements for partial payment, but the bank refused a partial payment and closed my account later in XX/XX/XXXX after refusing to allow me to close the account in XX/XX/XXXX. Within months, in XX/XX/XXXX, the account was closed and charged off. The bank added on late fees that ran the balance up to {$920.00}. The debt was sold to XXXX XXXX collection agency in XX/XX/XXXX. In XX/XX/XXXX, the account with XXXX XXXX was disputed and resulted in the account being deleted from my credit report, however, Comenity Bank has once again sold the account to ADS and the negative item is now back on my credit report since XX/XX/XXXX. The current balance is almost double the amount of the credit limit of {$450.00}. The last payment I made was in XX/XX/XXXX for {$28.00}. I did not receive any notification from ADS prior to the re-entry of the collection status for the Comenity Bank account on all three of my credit reports. ADS has not sent written communication to me to inform that they are trying to collect on a time-barred account, as the original account is past four years old. They are in violation of Texas HB 996 enacted on 9/1/ 2019 that states that buyers of old debts must provide consumers specific written notices in their first written communication if they are collecting a time-barred debt. The notice should tell that they can not sue to collect the debt and give the consumer information about whether or not they are reporting the debt on consumer credit reports. I have tried disputing the account, however, it still appears and updates with no explanation for the balance, and they have limited contact information. I have disputed the debt and requested deletion of the account at all three credit bureaus. The debt is still showing on all three reports.
Company Response:
State: TX
Zip: 77545
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for the AAA Daily Advantage Visa Signature card from Comenity/Bread Financial bank. After submitting the application, I received a message saying I would receive a letter from Comenity/Bread Financial within 10-14 days. I then received such letter, called in and provided all the information over the phone to the agent on the line. She confirmed I went through their verification process but 'the bank is still processing my application ' and asked that I waited another 10-14 days for another letter. This is ridiculous, but nothing I can do so I waited. I received another letter yesterday on XX/XX/07 saying my application was denied due to Comenity/Bread Financial being unable to verify my identity ( Ref number XXXX ). They already pulled my XXXX credit report, they have all my information, including SSN/home address/DOB, have me wait for 3 weeks and told me that. Unacceptable and unbelievable. Very disappointed.
Company Response:
State: FL
Zip: 33610
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
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: We've been having some issues with our Express card from Comenity Bank. First, our identity was stolen, and the thieves used our information to make online purchases. We reported the issue right away, and it was resolved quickly. However, we noticed that while we had a credit balance, but after that Comenity Bank claimed that we owed them money. We don't recognize the total amount they're claiming, so we messaged them on their website to file a claim. They acknowledged that we owed a smaller amount, but we asked for a breakdown of the total amount. Since then, they've been giving us excuses and asking for receipts, even though they have access to more information than we do. It seems like they're justifying the collection they're making without a proper explanation. And to top it all off, this has not been the only time someone has committed fraud with our cards with this bank - months later it occurred with a Victoria Secret Card.
Company Response:
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX is reporting a collection on my credit report by the name of XXXX XXXX for the amount of {$440.00} I've been disputing this collection since XX/XX/XXXX I have no knowledge of this debt and XXXX XXXX came back verified, which i disagree therefore i took matters in my own hands called the creditor asking for a purchase agreement with my signature gave them ample time and never received it, i also advised them I'm a victim fraud. Again I reached out to XXXX to dispute and asked them to provide proof of investigation since I've been disputing it going on 6months and they also couldn't provide it. I've also provided them with my FTC report. I've disputed various items on my credit report due to my identity being taken in XX/XX/XXXX that is reported on my FTC along with the police report and they have failed provided me proof of their investigations to those fraud items.
Company Response:
State: CA
Zip: 92311
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I was a victim of this data breach and I want this account be deleted immediately
Company Response:
State: TN
Zip: 38115
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: I received a hard inquiry on my credit and a letter in the mail stating that I was denied a card for Sephora due to possible fraud. This letter came to my mailing address. I knew nothing of this application and immediately contacted the number provided in the denial letter in attempt to try to track the person who did this and file a police report so it cant be done again. I have been a victim of this in the at the hands of my sons father and nothing was done to rectify this error. I was forced to pay for what he had done placing a gas bill and credit card in my name or I would not be able to use the companys services going forward.
Company Response:
State: PA
Zip: 19006
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Recently I have been receiving an excessive number of calls from Commenity Bank XXXX 14 in the last week, 5 in just the last 8 hours while I was at work! I am assuming that this is related to a credit card I recently took out but have yet to receive any statements for in order to pay it. Its definite harassment and in violation of the CFPBs 7-in-7 rule for debt collection calls. I used to have a commenity card years ago, and like 6 years ago I filed a complaint that they had harassing call programs then - why hasnt the CFPB done anything to stop this? I know they can be liable for damages up to {$1000.00} per person but it seems like they just continue the same problems with no consequences. Had I of known the store credit card I was applying for was through this bank I would have never gotten it! I am also suddenly getting a bunch of No Caller ID calls that suddenly started at the same time that Commenity started calling, I am not late in any other credit cards or loans and so I know that I wouldnt be receiving calls from anyone else. Although I cant prove those are them, it has to be more than a coincidence. Either way, 5 calls in 8 hours?!? I work and cant take personal calls. Mail me my statements, give me notice on how to pay and Ill pay it - dont harass me! Since I have yet to receive a statement- I hope I havent been assessed any fees on top of this or been reported to the credit bureaus! Better yet - take the {$1000.00} per violation issue that it says in regulation and cover the debt ( which is like a quarter of that ) - then fix your collection programs. take some ownership of your blatant compliance failures.
Company Response:
State: MI
Zip: 48328
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A