Date Received: 2023-01-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Comenity took over the XXXX extra points credit card from XXXX but claims to have the same promotional purchase XXXX ( 0 % interest for XXXX for XXXX ticket purchases ). Purchases made after the card transfer were not placed in the promotional plan, but I did not immediately realize it and paid the expiring promotional balances prior to their expiration. Once I noticed the issue I called and opened a dispute- the call center rep told me it could take XXXX days ( that would have been XXXX ) but that my purchases qualified and would all be taken care of/not an issue moving forward. Because the purchases were not addressed the payments for the deferred interest plans were applied to the new purchases and Im now accruing interest that I shouldnt be. I have followed up by phone and in writing and have received no updates or information or response other than someone will get back to me.
Company Response:
State: NY
Zip: 122XX
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Comenity Bank closed my account without my permission after a rude employee did it due to me saying I would report her in XXXX spring. I have made payments until XX/XX/XXXX of XXXX when I selected to pay the balance in full on the closed account. I was under the impression that due to the account already being closed and I paid in full there was nothing else to be done. Almost 3 months later in XX/XX/XXXX I receive a call saying I owe. I thought it was spam until I asked how much they stated I owed {$32.00} I asked for what and they said the account was still open and I owed {$2.00} from interest that has now turned to {$32.00} after a 30 late fee on a supposed closed account thats been reporting as closed prior to this. The rep offered {$10.00} off and I asked for manager. I was never notified about this due to them closing my account. The manager said she couldnt do anything and she repeated that 3 times. Then I let her know that the rep offered {$10.00} off so I know that she is able if she is his superior. She refused and said she cant because my account is closed. I asked for the debt to be sent to collections if thats the case and I dont want any further late fees assessed. 3weeks later they have added another late fee of {$30.00} total of {$62.00}. This is a 3000 % mark up on {$2.00}. How is interest even accrued on a closed account makes not sense. The way my account was closed lost me out on numerous points that could have been redeemed as cash. I never opened this account with comenity bank this account was originally thru XXXX then my XXXX card switched banks to this company that doesnt even have an app. Terrible experience.
Company Response:
State: FL
Zip: 32244
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XXXX, XXXX XXXX XXXX sold XXXXXXXX XXXX credit card to Commenity Bank. XXXX XXXX sent us a last bill which was due on XX/XX/22 for {$950.00}, we paid the bill electronically through our bank 's bill pay service on XX/XX/22 as we always did every month. The balance was transferred to Commenity and the payment was not credited. We contacted Commenity however they said that XXXX XXXX never forwarded the payment so we needed to address the issue with XXXXXXXX XXXX Our bank 's XXXX XXXX XXXX XXXX XXXX bill pay service contacted XXXXXXXX XXXX with us to help resolve the dispute. Our bank provided XXXXXXXX XXXX with proof of payment, XXXXXXXX XXXX still did not credit us. Our bill pay service contacted them again on XX/XX/XXXX, our bank again provided proof of payment, initially XXXXXXXX XXXX refused to address the issue stating that we had to take the issue up with Commenity. Commenity says the payment was submitted to XXXX so it is not their problem. The payment was not submitted to XXXX, it was submitted though our bill pay service to XXXXXXXX XXXX as they were the ones that had billed us, so we paid that bill just like we did every month electronically. Our banks bill pay service kept explaining this to the XXXX representative, eventually the XXXX XXXX representative stated that they located the payment and that they would send proof of payment on their part to Commenity, that never happened. We contacted XXXX XXXX again with our bill pay service, XXXX customer service rep said again that they never received the payment in the first place and denied that they ever said they had located it, even though the calls are recorded and the representative from our bill pay service was on the line and heard the same thing we did. XXXX said they could not help us and that we had to talk to collections Monday through Friday. On XX/XX/XXXX we contacted collections, again with a representative from our bank 's bill services on the line ; XXXXXXXX XXXX stated that they had received the proof of payment from our bank but did not have a record of the payment on their side so they could not help us as they no longer serviced the account. Our bill pay rep asked to speak to a manager, we were transferred to XXXX with XXXXXXXX XXXX collections, he again said that although they received the proof of payment, they did not have any record of the payment and could no longer help us then proceeded to hang up on us. Our bill pay services have sent an affidavit with proof of payment to XXXX and requested the case be reopened. Our banks bill pay service also sent documentation to Commenity as did we multiple times, however Commenity just sent letters saying they needed more documentation, we sent the documentation but then Commenity said they have no record of receiving any documentation ( even though we sent it and our bank sent it as well ). The last communication we had with them they said they never received any documentation and they had closed the case out a day before they sent the last letter to us requesting more information. Commenity refused to speak with our banks bill pay service. We sent the information in to the Better Business Bureau, they contacted XXXX ; XXXX sent a letter saying they looked into the missing payment twice and could not locate it and since they no longer service the account, we need to contact Commenity but did not resolve the issue. The XXXX XXXX XXXX asked us if this was an acceptable answer to us, obviously it was not as we still are out {$950.00} even though our bank sent the proof of payment and XXXX is doing nothing to resolve this. The XXXX just closed the case as unsatisfactory, but no other recourse. I do not understand how these banks can take our money and no one seems to care. What recourse do we have? We provided both banks with our proof of payment however neither Commenity or XXXX has credited us. Now our banks bill service has washed their hands of it as well saying that Commenity would not respond to their attempts to contact them, so there is nothing more they can do to help us. We are still out {$950.00} as well as all of the interest to Commenity that has built up over the last 8 months as we have refused to pay the {$950.00} that we already paid. I get that the banks have somehow missed placed that payment, however we, the consumer, paid the payment and provided proof from our bank that it was paid, yet the banks refuse to accept that they lost our money and refuse to credit our account. We further question the fact that XXXX bank sent us the bill in XXXX when they have told us repeatedly that they were no longer servicing the account in XXXX, so why ask us for money that was not legally due to them? Sounds like fraud to me. We did not arrange to have our account sold to Commenity, we had no control over that, but then they take our money and say so sorry, its not our problem and walk away with our money? And this is somehow okay? We have spent countless hours on the phone arguing with these banks trying to get our payment credited. We as the consumer did nothing wrong. We submitted our payment to the credit card company as they had billed us, we used our online banking system to send that payment just like we had done month after month before and now, we are out {$950.00} and not one of these banks seems to care anymore, they just point the finger at the other bank and say its not our issue, you have to take it up with them. The banks just expect that we will get sick of fighting this and since they will no longer help us, we will just go away. Doesnt anyone care that the customer is out {$950.00} that we paid in good faith using a legitimate bill pay service? This is just wrong. Will you please help us? We already tried to resolve this through the XXXX with XXXX with no success so we thought maybe you might have better luck with Commenity since they still have the account open however they refused to respond to our bank 's bill pay service. Please help us, we don't know what else we can do.
Company Response:
State: IL
Zip: 615XX
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX Comenity Capital Bank Accrued Interest - {$920.00} Had 18 mos promotional plan -exp, XX/XX/23 My last payment due is {$1200.00} ( payoff ) Monthly due payment paid on time paying more than the required minimum payment. However, last XXXX I missed the payment and told the bank the reason why I was late. It as due to my XXXX pain and a fall injury that I was not able to check my mailbox which was located across my house. I told them that I would payoff the loan and late fee which was {$1200.00} plus {$30.00} late fee but beg them to kindly waive the accrued interest of XXXX, I believe that I should not be enalized for that, since I was consistently pay payment on time but unfortunately I missed the LAST payment. I am retired, and living on pensions and I always maintain my credit in good standing. I feel that it was very unfair for me the late fee. I also wrote Comenity Bank about this complain. Please help me resolve this problem.
Company Response:
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Commenity Bank I have made monthly payments but because I was a few days late they have tacked on excessive fees. Regardless that I am trying to pay they call my phone every day 5-7 times daily. It doesn't matter if it's the weekend, a holiday, no matter the hours from several numbers listed under their company name. For example From XXXX They called at today @ XXXX. XXXX From XXXX They called at XXXX This is excessive. I am paying them and can provide documentation to support this but I feel harassed and threatened. I feel violated from excessive phone calls I have attached some screenshots of some of their e cessive calling.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Comenity Bank - Store Card JCREW I had one monthly statement where I was 2 days late in making my payment for a purchase amount of {$14.00} which was paid in full back in XX/XX/XXXX. I had requested for a grace period reversal of a late fee and the bank refused. Since then the bank had continuously charged me monthly late fee and interest which have now accumulated to {$200.00} as of XX/XX/XXXX. I have also made a dispute to the bank of these charges. At this point, the bank is totally taking advantage of continuously charging me this late fee and interest while the account is closed.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This is a continuation of XXXX. According to my records, Comenity should credit my account {$48.00}, rather than the {$43.00} mentioned in their last response. The level of inattention to detail that Comenity offers to its customers is hard to believe. Please contact them again about this. Thank you.
Company Response:
State: MD
Zip: 21044
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX Credit Card : Comenity Bank. This account was paid in full and closed in XX/XX/2022. Since the payoff and closure, this company has continued to charge fees amounting to {$150.00} on this account and refuses to reverse them, even though I paid 100 % of my balance and requested the account be closed. They are now reporting that I am 30 days late paying them to the credit bureaus without sending me a single statement explaining the fees or why I am being charged. This is fraud.
Company Response:
State: CO
Zip: 80128
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: I recently had a name change and I tried to contact Commenity bank to inform of my name change. They would not take my information but only wanted to take a payment. I have tried to login, however, they have locked me out and are making go through obstacles to do anything. They will not even provide me the correct name of their bank. I asked if it is Commenity XXXX or just XXXX. They are not honest about how much I owe for the month with a payment. I have informed them I am an unemployed totally XXXX disable Veteran with XXXX, XXXX XXXXXXXX XXXX fluctuations of XXXX levels, XXXX, XXXX XXXX XXXX XXXX, and XXXX. I am not asking the same amount of money anymore and the bracket that was purchased on the account is for my soon to be ex-wife who is out with other men and women and will not give the bracelet back or pay on the account. All this is aggravating my XXXX symptoms. The other companies have done the same and keep me on hold until the phone call disconnects on their end and I have start over again trying to update information & pay a bill. I feel as i am discriminated against, treated unfair without dignity.
Company Response:
State: VA
Zip: 22406
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XX/XX/XXXX - I made a payment to XXXX XXXX XXXX XXXX to pay the balance in full, {$96.00}. This payment was done through my banks pay bills feature XX/XX/XXXX - XXXX XXXX cut a check mailing the payment back to me, with a note that the account had a XXXX balance. XX/XX/XXXX - I cashed the check and went to the XXXX XXXX portal and made the payment again. I then messaged them and asked that the late fees and penalty be removed. They argued that they never received the the first payment. I sent them my bank 's confirmation that the payment went through and a copy of the check they cut sending the money back and again asked that the fees and interest be removed. XX/XX/XXXX- Not having heard from them I checked the account and they removed the fees and interest. They also put a credit on the account for the {$96.00}. I messaged them and told them to remove the credit and close the account. XX/XX/XXXX - Comenity charged an old account ending # XXXX {$96.00} and left the credit on the original account ending # XXXX. XX/XX/XXXX - I mailed them a letter asking them to net the XXXX accounts and closed both of them. XX/XX/XXXX - I received a letter saying they closed the account ending # XXXX, but nothing about account ending # XXXX XX/XX/XXXX - I received a statement for account ending # XXXX, showing late fees and interest. XX/XX/XXXX - I called and spoke to XXXX. I was told everything was closed and he would sent a letter showing both accounts closed. He sent a letter showing only Account ending XXXX was closed. XX/XX/XXXX- received a check again returning the payment back to me. This check has not been cashed. XX/XX/XXXX - I received another statement showing additional late fees and interest. I fined a XXXX XXXX XXXX complaint that they have not responded to. I am now receiving statements monthly with additional fees and interest
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A