Date Received: 2023-02-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: For the last XXXX XXXX comenity has had serious system issues and issues trying to make payments. Which they are aware of. I finally get my accounts fixed by a specialized team and within XXXX XXXX it got all screwed up again. They fixed some of the issues but not all. Today my XXXX XXXX updated and it said some of my accounts were closed and charged off and sold to a debt collection agency. I was told all these issues would be fixed and I would not longer have any negative impacts on my XXXX This has been absolutely horrendous and XXXX has completely destroyed my XXXX for an issue they are having. I want this fixed. I was told I could create new accounts when my cards came in and they are still not here. How can I create new accounts if you guys close the cards on me and sell them off?? Im also XXXX XXXX so calling doesnt work for me but XXXX XXXX has been noting just like so many customers have youre either on hold forever and get hung up on or you never get through. This has been absolutely shameful.
Company Response:
State: OH
Zip: 45005
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I havent been able to access my XXXXXXXX XXXX for the last 6 months. And I can not get through on the phone lines. I filed a CFPB complaint when they reported me as late and they know this has been an ongoing issue with comenity customer accounts. My XXXXredit score updated that the account was closed and sent off to debtor while theyre still processing my CFPB complaint. They didnt even bother to fix the issue and now have negatively impacted my credit score.
Company Response:
State: OH
Zip: 45005
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX my mother wrote a check for {$500.00} to Comenity-The XXXX. The check cleared on XX/XX/XXXX. It was never applied to my account. I emailed them on the XXXX and have called numerous times. They claim it to be in dispute. What happens if they do not find in my favor? We see on her bank account where this cleared. My XXXX account through Comenity now shows as past due online and the balance continues to increase.
Company Response:
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Some one fraudulently made a credit inquiry on my report
Company Response:
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2023, I was notified by my credit card company that an entity named, " ComenityCapital/XXXX '' had initiated a hard credit check on my account. I had not applied for credit from this or any other company in at least the last 60 days. I was also notified about the same incident the next day by my credit monitoring company. An Identity Theft Restoration Specialist from the fraud detection services of my credit card company contacted me on XX/XX/2023, and together we attempted to contact ComenityCapital/XXXX but the wait time was excessive, and we decided to try again the following week. At the same time, the representative of my credit card company said that her experience with that creditor was that they were very difficult to reach and work with for these purposes, and suggested I file a complaint with the XXXX as directed by their " Recommended Steps to Take to Protect Yourself '' document that she sent me via email.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Dear XXXX XXXX for XXXX FRAUD TEAM ; CFPB ; I'm shocked that I still keep getting harassing calls and XXXX Mail from both XXXX and XXXX XXXX. I'm not sure you dropped the ball, but I've told your entire team that i never bought furniture with XXXX or any of its affiliates, and I've filed a police report. I never never never signed any agreement nor did acquire any products or services from these companies listed. This was probably caused due to identity theft issue and again, i've filed a police report with XXXX Police Department. I've expressed this with several of your customer services and i want all my information suppressed from your database, plus now I'm concerned about the breach of my privacy and my consumer rights under the provisions of FCRA. In a good faith effort to resolve the matter amicably, I must demand proof of this debt, specifically the alleged contract or other instrument bearing my signature, as well as proof of your authority in this matter. Absent such proof, you must correct any erroneous reports of this past debt as mine. I am writing to request that you please provide the following information : XXXX. Please evidence your authorization under 15 USC 1692 ( e ) and 15 USC 1692 ( f ) in this alleged matter. XXXX. What is your authorization of law for your collection of information? XXXX. What is your authorization of law for your collection of this alleged debt? XXXX. Please evidence your authorization to do business or operate in this state. XXXX. Please evidence proof of the alleged debt, including the alleged contract or other instrument bearing my signature. XXXX. Please provide a complete account history, including any charges added for collection activity.
Company Response:
State: RI
Zip: 02861
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In accordance with the Fair Credit Reporting act XXXX Account ending in # XXXX, has violated my rights. 15 U.S.C. 1 681 section 602 A. States I have the right to privacy. 15 U.S.C. 1681 Section 604 A Section 2. It also states a consumer reporting agency can not furnish a account without my written instructions. 15. U.S.C. 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: NC
Zip: 28079
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Bought an engagement ring from XXXXXXXX XXXX XXXX XXXX XXXX and financed through a promotional offer ( XXXX XXXX interest ) through getting the XXXXXXXX XXXX XXXX XXXX XXXX from Comenity Bank. I at XXXX set up automatic payments ( XX/XX/XXXX ) to prevent myself from needing to check the account and ensure payments were made on time. XXXXXXXX XXXX later, I received paper mail stating my account was past due and was delinquent. I logged into my portal to find out that the automatic payments were creating returned check fees. No email, no call, no immediate communication was given that the account information provided was not correct ( they do not let you copy & paste account numbers when setting up autopay but type and apparently I missed a XXXX in the account number ). No system controls in place were used by Comenity to confirm account number or reach me when their systems were resulting in return check charges. After an unsuccessful call to Comenity to try to resolve the dispute, I messaged using their portal ( which failed to transmit multiple times ) the following dispute ( they have still not provided communication or feedback on resolution ) : Disputed Amount & Transaction ( XX/XX/XXXX Interest Charged On Purchases : {$6.00} XX/XX/XXXX Minimum Interest Charge : {$2.00} XX/XX/XXXX : Return check charges {$30.00} XX/XX/XXXX : Return check charges {$41.00} Reason for dispute. Please see attachments where I have explained and tried to resolve the fact that the billing system WAS NOT actually conducting auto-payment resulting in the - {$240.00} deductions followed by " adjustments ''. There were no emails XXXX calls that return check charges were being conducted ( check your system ). In addition on XX/XX/XXXX being so annoyed that YET ANOTHER automatic payment was made with a returned check fee ( even though I haven't had automatic payments since the original dispute, AND have only XXXX bank on file which was making manual payments without error ) that I decided to link another bank account to just pay off this XXXX thing. When trying to make THAT payment ( XX/XX/XXXX ) their system threw an error saying it was unable to make the payment.
Company Response:
State: MD
Zip: 21703
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I received a bill from Comenity in XXXX for {$100.00} for charges I did not make. There were 11 transactions made all on XX/XX/XXXX with the description XXXX XXXX XXXX XXXX. I did not do anything when this was received as I am not familiar with Comenity and do not have an account or card with them and thought this was a scam. XXXX I received another bill from Comenity now {$130.00} as they added on a late fee & interest to the bill. XX/XX/XXXX I spoke to a representative at XXXX XXXX XXXX XXXX and they told me Comenity is a bank and they showed an account with them from XX/XX/XXXX and I would need to file a dispute with Comenity. XX/XX/XXXX I contacted Comenity and was told this credit card was XXXX and in XX/XX/XXXX transferred to Comenity. We never received a card from Comenity and thought we cancelled the XXXX card. We cancelled the Comenity card then and filed a claim with Comenity. Was told to make a Fraud report to the Federal Trade Commission and their website directed me to the Consumer Financial Protection Bureau. I am still waiting confirmation of the closed account and outcome of the claim.
Company Response:
State: NY
Zip: 13069
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-05
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 was in communication with Comenity Bank attorney XXXX XXXX and XXXX XXXX XXXX on XXXX XXXX XXXX in regards of an account ( XXXX ) that is still on my consumer profile. I reached out and explained that Comenity Bank is breaking the federal law ( FCRA ) and stated what laws were being broken on my consumer profile. We had a conversation regarding the account and ultimately XXXX the attorney came to a decision to settle for a payment of {$500.00}. I will attach the screen shots of the emails of the conversations. I stated that I would be willing to settle to if they would agree to remove the negative account that is violating my consumer rights. XXXX came back and stated that Comenity Bank is unwilling to delete/remove the account and then offered {$250.00} more ( {$750.00} ) to " resolve '' my concern. Comenity Bank has attorneys representing their company that are knowingly breaking the law. I would like for this to be on record that I attempted to resolve this with Comenity bank and attorneys. I have reported the issue I am having with Comenity Bank with my Attorney XXXX XXXX as well and I would like for this to be removed from my credit profile immediately as it is and has been severely and negatively effecting my financial future.
Company Response:
State: FL
Zip: 32257
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A