Date Received: 2023-01-14
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: Last year, I called XXXX to start a free 3 month subscription for XXXX XXXX that came with my new vehicle and the representative said rather than just 3 months free, they would give me an additional 6 months for a total of 9 months for only {$6.00}. I authorized a 1 time payment with XXXX XXXX for {$6.00} on XX/XX/XXXX which I was told would be payment in full for 6 months of service. This was done by verbal authorization on A RECORDED LINE with XXXX, and during this recorded conversation, I purposely told the representative that I was only authorizing this one time charge and I DID NOT want my credit card on file and told them to make sure it was removed from my account while being recorded. I purposely do this so the company has to contact me once the subscription is over to renew it, which I will only allow if I like the service or they are offering an incentive to renew. Again, this conversation was recorded by them, and I was recorded telling them that I did not authorize any other charges other than the one time charge of {$6.00} and that I DID NOT authorize them to keep my credit card on file. Unbeknownst to me, XXXX XXXX totally disregarded my instructions and decided to start charging my credit card starting XX/XX/XXXX for {$21.00} and did so every month since on the 2nd of each month despite my calls demanding it be stopped and requesting my card refunded. The unauthorized fraudulent charges consist of 9 charges for {$21.00} each, totaling {$190.00}. I didn't notice the charges they were making until XXXX as I bought a 6 month plan and didn't think to look, but once I noticed, I immediately called XXXX to get the charges reversed. I called XXXX XXXX at least 6 times attempting to resolve this and no one there could speak English well, they lied to me for several months, promising to reverse the charges AND remove my card, but they never did, and continued to charge my card. I couldn't get a single person on the phone that could speak or understand English well and couldn't get anywhere with them and was finished being lied to. I called Comenity Capital bank on XX/XX/XXXX, the servicers of the XXXX to dispute the unauthorized charges and this company also had no one that could speak or understand English well until I finally got a supervisor on the phone. They essentially refused to help me and actually protected the fraudsters! I explained to the supervisor at the bank that I verbally authorized XXXXXXXX XXXX on a RECORDED LINE, to make a ONE TIME CHARGE of {$6.00} for 6 months of service, and explained to the supervisor that while I was being recorded by XXXX, I CLEARLY TOLD THEM THEY DID NOT HAVE MY PERMISSION TO KEEP MY CREDIT CARD INFORMATION ON FILE AND THAT I WAS ONLY AUTHORIZING THE ONE TIME CHARGE OF {$6.00}. There were no contracts, terms and conditions explained, just a one time verbal authorization for {$6.00} for 6 extra months of service in addition to the 3 free ones. Comenity Capital Bank is blaming the victim & protecting the perpetrators of the fraud. They are not abiding by the rules according to XXXX policies and they REFUSE to request that the merchant ( XXXX XXXX provide proof that they had my authorization to make these charges that I explicitly stated they did NOT have on a recorded line. XXXX XXXX XXXX XXXX XXXX Instead, XXXX has no one that can speak English in customer service, and Comenity Bank is requiring ME to provide proof that I cancelled a contract that never existed. This is akin to a customer buying a 1 month, non-recurring service online for {$6.00} to try it, and the seller just decides to start charging them {$22.00} per month because they want to, and when the customer disputes it, the bank ( Comenity ) requires the customer to provide proof that they cancelled their contract or the charges will be considered valid. YOU CAN NOT PROVE A NEGATIVE, and you cant prove a contract didn't exist, HOWEVER, XXXX SHOULD be able to PROVE THEY HAVE MY AUTHORIZATION - IF IT EXISTS... This is what I am being told, We are not asking XXXX for proof of authorization. I placed my trust in XXXX they advertise their consumer protections clearly on their website XXXX XXXX XXXX XXXX ) and Comenity Banks conduct is clearly not in accordance with XXXX 's XXXX Liability Protection in fact, they flat out refused to even contact XXXX about it! I have never had a credit card company treat ME like the fraudster when asking for their help as a victim, especially when I have a flawless record with them. Any other credit card company Ive ever dealt with instantly protected me when I needed help, they protected their client, not the perpetrators of the fraud. I am formally requesting in writing, for Comenity Capital bank to REQUIRE that XXXXXXXX XXXX provides proof that these charges for $ XXXX were authorized by me. When they do, they will CLEARLY hear me state on the recording that they only have authorization to make a 1 time charge of {$6.00} and did not have permission to keep my card on file. I have no choice but to report their actions to the XXXX, the Attorney General & will request arbitration from XXXX if need be. CAN YOU PLEASE HELP! I DONT WANT TO DO THIS, BUT THEY ARE LEAVING ME NO CHOICE. THIS BANK IS PREDATORY IF YOU ASK ME- I KNOW OF 2 OTHERS THAT HAVE HAD A SIMILAR EXPERIENCE WITH XXXX.
Company Response:
State: NY
Zip: 14223
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I contacted this Credit Company as I never received an actual card for the account since I had had it. I charged a little on the account over the holidays, and I hadn't received any bills or a card, except one random statement that said I had missed a payment. I called them and told them I didn't have a card and spoke to agent and wanted to make a payment. I asked if I was charged any late fees, she said no I had not received a card, how could I be late on the account? I told her I wanted to pay it, she wouldn't take payment until I had received the card and a statement. I confirmed multiple times with the agent that I wouldn't get a late fee and wouldn't receive any interest, she said without ever getting a card, how could I be late? I logged on to my account once I finally got the card -- and sure enough I was charged a late fee and interest.
Company Response:
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am trying to recover {$6600.00} from Comenity Bank that was deposited erroneously in a credit card account that I did NOT authorize. I asked Comenity to close the account and refund me the credit. Comenity closed the account and confirmed that a refund is due me ( see attached documentation ). They have twice mailed me checks that could not be deposited into my XXXX XXXX XXXX XXXX account ; the checks are VOIDED checks. The Comenity customer service reps tell me the checks are good, although void is visible on the checks. Void is noted on the account statement for each refund check ( document attached ). They have refused to refund me via electronic direct deposit into my XXXX XXXX XXXX account. I do not want another bad check. I want them to direct deposit my refund for {$6600.00} as requested into my checking account. If you need additional information, I will be able to provide it after XXXX XXXX, as I will be travelling. Background : I had a XXXX XXXX credit card with XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX. When XXXX reported that they were transferring their XXXX credit card to Comenity, I did not validate the Comenity XXXX credit card. I did NOT open a XXXX XXXX credit card account with Comenity. The Comenity account was created with a user name, password and email ( not my email ) generated by XXXX. I opened a new XXXX travel credit card with XXXX. I paid for a trip with my new XXXX credit card. I paid my XXXX credit card through my XXXX account with XXXX XXXX XXXX bill pay for the amount of {$6600.00} on XX/XX/XXXX. I noticed that the funds were withdrawn from my XXXX account, but were not credited to my XXXX credit card. Upon investigation, I realized I had the old XXXX XXXX XXXX account number on my XXXX XXXX XXXX pay instructions. That is when I discovered that XXXX had transferred my XXXX XXXX XXXX to Comenity and forwarded the {$6600.00} to a Comenity account. I did not validate the account, and do not owe Comenity anything as I have no credit card with Comenity. The Comenity account has a credit of {$6600.00} ( documentation attached ). I contacted the Comenity Fraud Department and a representative helped me get access to the Comenity account so that I could monitor the closing of the account, and the refund she promised I would receive by check in the mail on XX/XX/XXXX. I received the check, went to a XXXX branch to deposit the check. XXXX could not deposit the check as it was a voided check. I called Comenity and was promised another check. On XX/XX/XXXX, I received the second check and tried to deposit it again at my XXXX branch. The second check was also voided. On XX/XX/XXXX, the banker at XXXX, a XXXX XXXX banker and I called Comenity to request a direct deposit of my refund to my XXXX XXXX XXXX account. After more than an hour of transfers and holds we spoke with the expedited refund department. XXXX XXXX faxed the requested information the same day, XX/XX/XXXX, to process an expedited direct deposit. They refused to provide us with a phone number to confirm receipt of the fax and information needed to process the direct deposit. On XX/XX/XXXX, XXXX XXXX and I tried to call Comenity to confirm receipt of the fax. We were never able to speak to the expedited refund department. We spent XXXX hours on the phone being transferred to reps that could not help, put on hold, told again that the check I received was good, transferred to more reps that could not help. Finally, we were transferred to a person that promised to expedite my refund. She took my XXXX account information. She told me I could call her on XX/XX/XXXX to get a status of my expedited refund via direct deposit. She gave me the name XXXX and gave me a phone number to reach her : XXXX. I called her on XX/XX/XXXX as she said I could, and left messages for her. She did not return my call. I have not received the direct deposit refund.
Company Response:
State: VA
Zip: 235XX
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Called credit card company to address late fees in XX/XX/2022, after again receiving another fee for {$41.00}. In the last couple billing cycles, they have charged me fees, but I have sent payment in advance, and I confirmed with my bank, XXXX XXXX XXXX since I use their Bill Pay service. This credit card, XXXX XXXX, XXXX XXXX, Comenity Bank does not enable electronic bill pay with my bank, so I send payment via check anywhere from 10-14 days in advance. My bank verified when it was sent, and when the credit card company cashes it. I explained this to the credit card customer service and they agreed to return the fees. I received my latest statement and they do show the credit while charging the fees right back to my card ( XXXX ) while adding another late fee of XXXX dollars. I need help as this company will not do anything else as they say they do not control when checks are received and they claim they can take longer to process at their discretion. I dont see how that is within the cardholder agreement or even legal. They also lied to me about returning the fees, while charging them back. Please advise and help me.
Company Response:
State: WV
Zip: 265XX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX, XXXX XXXX XXXX XXXX, all through Comenity Bank. I got behind in payments and they set me up on a payment plan. They took the payments were taken out all last year. They continued on charging me late fees of XXXX anyway. Now my accounts have trippled. XXXX is XXXX, XXXX XXXX is XXXX, XXXX XXXX XXXX. The customer service number is XXXX. Hardship number is XXXX. I have contacted them several times to remove the late fees but they refuse. They are definitely ripping me off. I have been given the run around. I want it stopped.
Company Response:
State: OH
Zip: 45150
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Comenity Master Card has not updated the credit bureau with my new balance. The still show {$10000.00} and my actual balance is {$53.00} and those purchases was made today. My statement balance was {$0.00}. I contacted them several times via email. This was their final response on XX/XX/2023. " I'm sorry about this. We temporarily stopped reporting account updates to credit bureaus while we updated our technology because we didn't ' want inaccurate information going out. I'm sorry for any inconvenience and your frustration. The credit bureaus will begin to receive and report updated account information during the month of XXXX. We recognize that you've recently made a payment, your payment should reflect in your credit bureau report within 30 days of the payment date. We apologize for any inconvenience and appreciate your patience. '' XXXXXXXX XXXX XXXX the same thing, credit bureau not updated with new balance. They have {$6100.00} on my credit report when my statement reflects {$1500.00}. I contacted them also via email, was assured the credit bureau would be updated by XX/XX/2023. I have screen prints of conversations of both lenders.
Company Response:
State: OH
Zip: 43227
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I opened an account with Comenity BankXXXX XXXX Credit Card XXXX The company had a system conversion and I am unable to access my account online. I have been calling since XXXX to get this corrected and No One has helped me, I get hung up on, disconnected. I escalted and spoke to a supervisor in XXXX and she assured me that she would get the account converted into thier new system but it has not been fixed. I have called three times today and have been disconnected twice. I simply want my account to be accessed in the new system so that I can use online. I get a paper statement every month and I pay my bill on time. But since it is paper it is not reporting to my credit bureau. I understand that system conversion are tricky but there does not seem to be any supervisor who understands how to fix this. I need assistance with this issue and Comenity or XXXX XXXX seem to be unable to assist.
Company Response:
State: VA
Zip: 23518
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Comenity took over from my XXXX XXXX XXXX account. they did not respond at all to my email about such transfer. no new card. i do not get regular mail on a timely manner. called after receiving finally opening my mail. statement had no account number and late fees had incurred. website felt sketchy to sign into. upon calling customer service they credited my late fee. i feel they had email and phone number to contact me directly. especially after they supposedly sent out a new card but never activated few months prior.
Company Response:
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
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 purchased a vacation package in XXXX of XXXX in the amount of {$1900.00} and used my Comenity XXXX XXXX to pay for the purchase. I received an email from the company on XX/XX/XXXX, reminding me to send back, among other items, a copy of my ID to activate my package. I began to become suspicious and responded to the email on XX/XX/XXXX, saying I wanted to cancel, that I would not be able to use the vacations. I realized it was a scam when the charge still went through. I had auto-pay set up and Comenity attempted to debit the payment twice, but I did not have sufficient funds. I was dealing with medical issues with family members as well as working and finally contacted Comenity, around XXXX or XXXX I believe, to tell them I had been scammed. I kept being told to call back which was difficult to do while working. When I would call in, I was subjected to hold times as long as XXXX minutes or more. When I would finally reach someone I would get vague non-answers. The last person I spoke with, near the end of XXXX, finally told me they were waiting for a copy of my cancellation letter/email to the company as proof. This had never been communicated to me previously, despite the numerous times I had spoken with Customer Service. I uploaded the cancellation email on XX/XX/XXXX to the Message Center on the Company 's website per the Representative 's instructions. I spoke with Customer Service today, XX/XX/XXXX, and was told they " are still working on it ''. This has gone on far too long and is unacceptable. Comenity also lowered my credit limit which I do not agree with whatsoever. I have also had repeated fraud with this account and wonder why Comenity is not protecting its customers.
Company Response:
State: CA
Zip: 91040
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
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: Purchased the XXXX XXXX XXXX XXXX scheduled for XXXX XXXX for XXXX dollars from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) and was informed at XXXX via email from the company that the XXXX XXXX XXXXXXXX XXXX has been cancelled by the hotel ( XXXX XXXX XXXX ). I contacted the hotel early in the morning to be told my reservation was cancelled due to non payment from XXXX XXXX or its affiliates. This message is also on the hotels website ( XXXX XXXX XXXX ). Company policy states any monies received from the customer attending the event will immediately go to lodging, etc., which was never properly executed by XXXX XXXX or its affiliates, which ultimately resulted in XXXX XXXX XXXX cancellation of my reservation as well as hundreds of other customers. I contacted the credit card company XXXX XXXX XXXX XXXX ( Comenity Capital Bank ) informed them of the fraudulent situation executed by XXXX XXXX and kindly requested disputes for all charges made to XXXX XXXX, and the Comenity Capital Bank denied my request for dispute due to date of transaction. I feel this is fraudulent transactions which should constitute dispute of these charges. The other credit card company I used for payment to XXXX XXXX allowed the dispute due to the fraudulent transaction. I have documentation of the fraudulent transaction from company and XXXX XXXX XXXX. XXXX XXXX XXXX cancellation message XXXX XXXX XXXX XXXX
Company Response:
State: MD
Zip: 20601
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A