Date Received: 2023-01-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I opened a BJ 's MasterCard in XXXX of 2022. I used it for gas at BJ 's XXXX. I went to make a payment and you could not make a payment through the website, it kept saying " Page not found ''. When I finally made the payment it must have been after their time limit for the date it was due, and the next month I received a late charge. I paid that even though I didn't think I should have cuz it was not my fault, but I paid it along with a note saying I wanted to close the charge and it was written on XX/XX/2022. In XXXX I got a bill for {$55.00} on that closed BJ 's MasterCard. Without my approval, they charged a {$55.00} charge to renew my BJ 's membership which I was not going to renew, to my credit card that had been canceled XXXX months prior to that date. Now apparently my credit score went down about 70 points and although they have credited to a XXXX balance on the BJ 's credit card, it's still affected my credit. My question is, how could a company be allowed to charge on a closed charge account without the owner 's permission. I called the credit bureau, XXXX XXXX, and they said it just takes time for my credit to go back up. Is there anything you can do to stop this company, comenity Bank from doing this to other people.
Company Response:
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Last year I settled an account with XXXX at the time Off settlement I spoke with the representative at lengths about after I paid the balance it would be removed from my credit report. I have called XXXX multiple times and spoken to supervisors that saw the notes on my account that certified they would remove this from my credit report. They have still failed to do so after i have called and repeatedly a supervisor verified they would remove the account from my credit report Also Comenity bank is not reporting correctly the account. It is paid and full with a XXXX balance. I have repeatedly asked them to fix this and they havent.
Company Response:
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Dear COMENITYCAPITALBANK/XXXX XXXX XXXX XXXX XXXX XXXX ) ; I was shocked when I reviewed my credit report and found a late payment on the dates below on XX/XX/2022 for 30 days. ( I was in the hospital for 2 months during that time. ) 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, being hospitalized with XXXX, XXXX of a family member lately, and loss of job, etc. My only thought is that my monthly statement did not get to me.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I paid my BJ 's Credit Card bill in full ( {$2600.00} ) on XX/XX/XXXX. The money was paid through bill pay from my joint account with my husband at XXXXXXXX XXXX. I realized quickly that it hadn't been credited and called five different times before finally emailing the bank on XX/XX/XXXX. Unfortunately, I did not keep a record of the dates of the calls. What was eventually determined is that I had sent the payment to an old account that was now closed. I had proof in the form of a debit tracer from XXXX showing that Comenity had received the funds by bank transfer and the account number that the money was paid to. As my husband and I continued to call to follow up on this matter, we have been informed three different times that a dispute was filed, and we needed to give them 90 days to resolve the problem. The two notifications that I have on record from the bank include an email response saying that a dispute was initiated on XX/XX/XXXX and a letter on XX/XX/XXXX saying that they need to investigate, and we should allow up to 90 days. It has been more than 90 days from the XX/XX/XXXX date of initiation of the dispute and six months since I paid the XXXX monthly bill. The money still has not been credited to the account and interest has been accumulating. We have continued to call the bank. At one point they said that they never received proof of payment even though the debit tracer was still an attachment on my messaging account with them, we resent it on XX/XX/XXXX and still no response. A complaint was sent to FDIC on XXXX and on XXXX FDIC informed me that the CFPB was the correct place for the complaint and that it was being forwarded. The Reference number is XXXX. In checking the CFPB website, I can't find a record of the original complaint. Please help us resolve this.
Company Response:
State: PA
Zip: 19002
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/2003 I contacted Comenity Bank to request a reduction in my interest rate. I was outsourced and they transferred me all over the place finally telling me that I had to put it in writing and giving me the address to send my request to : Customer Care, Comenity Ban, XXXX. XXXX XXXX, XXXX, Ohio XXXX. Today I received a response from them telling me to call Comenity Bank. I called and they were unable to verify my information, told me my birth date and the last four digits of my social didn't match. I asked for a supervisor and they transferred me to the collection department which couldn't help me as I wasn't in collection. I asked for a department to contact other than Customer Care as Customer Care didn't seem to understand the request and neither did anyone else at Comenity. They suggested that I apply for a hardship, which is not what I wanted to do. At this point I would simply like to be able to contact someone at Comenity that can stop " customer service '' from giving customers the run around, while I shop for a bank to transfer this card and a card that has apparently been sold to them by XXXX to another account.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: XX/XX/2022 I received a notice from Comenity Bank asking me to remove my credit security freeze so that they can process my XXXX XXXX card credit application, however, I never applied for a XXXX card account.
Company Response:
State: FL
Zip: 32003
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On a recent credit check I noticed two credit pulls that I did not authorize from Comenity Bank after a credit alert was placed in XXXX of 2022 when someone opened a XXXX XXXX account with my information and a savings account with XXXX XXXX. All of the companies mentioned were notified that these accounts were done fraudulently and police reports were filed.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Dear COMENITY BANK/VICTORIA SECREDT ( # XXXX ) I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/2021 for XXXX days? ( I believe that was the time I was in the hospital with XXXX, and i relay that to your customer services ) > 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 XXXX, and being XXXX with 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.
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XX/XX/2022 From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Account # XXXX XXXX Phone : XXXX To : Dispute Department Hello, On XX/XX/XXXX Comenity Bank withdrew a full payment of {$9600.00} ( transaction ID XXXX ) from my XXXX checking account. I called customer service and requested to return that payment because I didnt have intention to pay off in full at that time. In your system on XX/XX/XXXX you posted an ADJUSTMENT PAYMENT to my XXXX checking account in the amount of {$9600.00}, which was received by my Bank account on XX/XX/XXXX. On XX/XX/XXXX nd, my bank account have received unexpected REFUND from Comenity Bank on the amount of {$9500.00} ( PPD ID : XXXX ). This transaction was immediately REVERSED back to Comenity Bank. In the meantime in your system I can see a CREDIT REFUND in the amount of {$9500.00} posted on XX/XX/XXXX, but dont see the REVERSAL. Please see enclosed proof from XXXX XXXXXXXX that REVERSED transaction went through to Comenity Bank. Attached is a copy of my checking account to confirm the REVIRSAL of the CREDIT REFUND. Since accidental refund on XX/XX/XXXX was returned to Comenity Bank, my reminding balance was {$9600.00} which I paid off on XX/XX/XXXX. Payoff transaction is reflected on my checking account as well as on my account with Comenity Bank. Please solve this problem from your end. Thank you, Sincerely, XXXX XXXX
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XX/XX/XXXX I made a payment to my XXXX account for {$2600.00}. My minimum due at that time was {$340.00}. The extra amount was {$2300.00}. I called and requested that the promotional plan ( Ending on XX/XX/XXXX ) be paid in full with the extra payment I had just made. The balance on the statement for the promotional plan was for {$2200.00}, this was to avoid paying the interest of {$820.00} that was accrued. I called and spoke with a representative as I had been directed in the past to do if I wanted to allocate the payment to a specific plan. The representative that I spoke with assured that the payment would be applied to the promotional plan ending on XX/XX/XXXX and that the promotional balance would be met and paid in full. Instead, the additional payment was applied to a promotional plan, which was a reduced interest plan for 60 months. The payment made was for the exact amount which needed to be paid to the other promotional plan ( {$2200.00} ) which made it easier to follow the mistake. I called customer service again on XX/XX/XXXX to get it corrected and they told me they would submit a dispute. I spoke with XXXX, rep XXXX XXXXXXXX on XX/XX/XXXX XXXX XXXXXXXX XXXX. He assured that he was filing a dispute because it had not been done previously and that it would be taken care of. On XX/XX/XXXX I was charged interest for the expiring promotional plan, ( Ending on XX/XX/XXXX ) in the amount of {$940.00}. I again called XXXX on XX/XX/XXXX and spoke with a representative that reassured me this would be corrected in due time and to be patient. I understand that these things can take some time to investigate but this is not the first time that I have had this issue. I made an extra payment on XX/XX/XXXX for {$1000.00} which was the minimum and extra to be allocated to the plan expiring on XX/XX/XXXX for {$470.00}. I called and requested that the payment be applied to the promotional balance for that plan also. When it didnt get applied I called again and submitted a dispute for the interest of {$47.00} and I was assured that it would be handled. IT NEVER WAS CREDITED, I NEVER RECEIVED ANY NOTICE OF RESOLUTION. So you can imagine how I do not trust company assurances. Now I am having to pay almost {$1000.00} extra in interest for plans that I paid in advance and followed the procedures and steps that I was given by representatives at XXXX XXXX XXXXComenity Bank . I am asking for an expedited review of my account and a refund for the full amount of extra interest that I have been billed for. I have paid the plans before they were due and called in ahead of time to make sure I requested the allocation. This error is not on me, this is a result of your Comenity Bank. Please help me correct these errors and work to form a resolution that will prevent this from happening again either to me or to other customers as Im sure I am not the only XXXX. I mailed a letter to them as well requesting review. I received an update confirming that I did make a payment on XX/XX/XXXX for {$1000.00}, which was not the issue. At this point I am out almost {$1000.00}
Company Response:
State: CO
Zip: 80922
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A