Date Received: 2023-01-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This relates to an XXXX XXXX XXXX card. For years this card was administered by XXXX XXXX XXXX, without problems. Their online access was pretty much error free. Recently the XXXX card administration was changed to Comenity Bank/Bread Financial . I signed up for an online account, created a password and have not been told the password I use each time is correct. However each time I've tried to access the account it denies access. The message says it doesn't recognize the computer I'm using and asks for a one-time access code, which I can obtain XXXX of XXXX ways : text and e-mail. But the boxes for those options say mobile phone unavailable/e-mail unavailable. Now this simply isn't true. Comenity/Bread has my e-mail and e-mails me constantly, so that shouldn't be an issue. ( They have a very limited list of mobile phone providers ( maybe XXXX ) and mine isn't among them -- so receiving a text is not possible for some obscure reason. ) I have called and talked to customer service repeatedly for a total of several hours, including a supervisor. All of them have told me ( in heavily accented XXXX ) that their records show my e-mail address and they can't understand what's going on. Further, they say they can't fix the problem, and there's no technical support available available to fix it. So good bye. In other words, buddy you're just out of luck.
Company Response:
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2023-01-06
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: Unexpected increase in interest rate
Consumer Complaint: Charged me an extra {$3000.00} for a purchase that cost {$4000.00} in 2020. I was 85 % done with paying off when I got an unexpected interest card and I have been on time with every payment. I missed XXXX payment and they have been harassing me calling me XXXX times a day from unknown numbers and hanging up from XXXX every single day.
Company Response:
State: GA
Zip: 30291
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: So I paid my balance off in XXXX of 2022. I paid what the statement said my balance was thinking that my account was paid off. Apparently 2 weeks after I paid my balance there were additional finance charges in the amount of XXXX charged to my account in XX/XX/2022 which I did not expect since the statement said what my balance was. Now I have been charged late fees since in the amount of {$150.00}. I had no idea that there would be additional finance charges so I never even thought to look at this account again until I started getting collection calls in which I called one of the numbers back and they told me not sure why I was getting calls because my balance was XXXX. Well the supervisor I spoke to tonight said he has no recorded calls that I spoke to anyone. The person I spoke to looked up my account and said XXXX balance. So now I am stuck paying all these late fees and he refuses to take any off. Very tricky when you think you pay your account off based on what the statement balance is.
Company Response:
State: PA
Zip: 166XX
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: 2023-01-05
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Comenity Bank close 3 of 4 card for me claiming it was because of security issues, please explain why one account is still active and Im the same person this makes zero sense. I provided and required documents. I attached screenshot of the account that is still open and the others that was closed. I also call them to update my address on the active account and they refused to change the address, Im XXXX XXXX in the military and for the pass 6 months Ive been moving a lot for training. Why cant I update my address on active account or set up online account to my payment to my account?
Company Response:
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX, I was charged a returned payment fee of {$30.00} on XX/XX/XXXX even though autopayment had been set up in its system. XXXX, They later explained that they denied the autopayment because they do not accept autopayment from a savings account even though they never informed me during any of the steps of autopayment setup. XXXX, The autopayment pay-from account was a Bread XXXX/ Comenity account, " a different department '' within the same institution, as their CS representative put it. XXXX, There was never any way for me to find out the payment would not be made on time. XXXX, They never informed me of the returned payment and the only way I found it out was through my water company whose payment they denied. XXXX, On XX/XX/XXXX, when I found out the scheduled payment was not made, I immediately called them and set up autopayment again with a checking account, which I now knew they required, and paid off the entire balance, including the returned payment fee, and including balance not yet due, as they demanded. XXXX, On that same phone call, they informed me they filed an escalation to get my returned payment fee back. XXXX, I made XXXX phone calls on XX/XX/XXXX to find out what happened to the escalation filed and to explain in detail why I should not be held responsible of the returned payment. XXXX, Neither of the representatives would answer any questions about the escalation filing ; they just repeated that the returned payment fee of {$30.00} would not be reimbursed. XXXX, On the XX/XX/XXXX phone call, I was also informed that my account would be frozen for 15 days after the entire account balance is paid off. XXXX, The payment finally went through on XX/XX/XXXX even though it was paid on XX/XX/XXXX and debited from the pay-from account on XX/XX/XXXX. XXXX, Yet, XXXX days after the payment went through, a representative had to manually unfroze the account after a phone call from me. XXXX, I opened this credit account after their aggressive mailed solicitations. XXXX, It is a new company and their system is understandably full of problems and errors. But the real problem is that they do not take any responsibility for the defaults of their system and steadfastly refuse to do right by their wronged customers and make them whole. XXXX, I just want to get my money back. XXXX, After being stonewalled, I told them that I shall be forced to seek help from CFPB, and they coolly and immediately told me : " Go ahead! ''
Company Response:
State: GA
Zip: 30044
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: 2023-01-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Can I called Comenity Bank at for my Victorias Secret card? I called them and I discussed with them making a payment. I made a payment of {$47.00}. They told me that all I had to do was call back after I made the payment and it would prevent me from having a bad standing with them on my credit report. Then today I get notified that my credit score just dropped XXXX points because of them and I already made that payment and now they told me when I called him this morning that I have to write a letter to them this could take two more weeks or more to get this resolved. In the meantime, my credit score has plummeted another XXXX points and I dont feel thats fair thats not what they told me when they told me that they made that {$47.00} payment they told me it would be in good standing after that now its not and I need some help with us because I dont have time being sick like I am and permanently disable to write letters and wait for the responses and things when they made false promises in the beginning.
Company Response:
State: CA
Zip: 94089
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Debt allegations was remove and place back on my credit report which is in violation of 15 usc 1681 I ( 5 ) b resertions of deletion. Also according to 15 usc 1681 i7, I will like proof of steps taken to verify this account. They creditors is also in violation of 15 usc 1681 ( b ) furnishing false information to credit reporting agencys without my permission
Company Response:
State: NV
Zip: 89032
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I Was Told The Credit Card Was Purchased Almost 2years Ago & Im Just Now Finding Out. I Have No Idea Who Could Have Purchased This Account & Why Its On My Credit Report. But I Need This Disputed
Company Response:
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Comenity admits to furnishing inaccurate information violating 15 USC 1681s-2 ( a ) ( 1 ) ( A ). Comenity has failed to provide proof that they provided required TILA disclosures, adequate notice of billing statements in order to allege a late payment in accordance with 15 USC 1666b. After proper notice provided to Comenity, they continued to retaliate by violating 15 USC 1666 ( d ). Comenity is using deception, oppression and coercion to defraud me and to continue to defame my character. SEE ATTACHMENT
Company Response:
State: FL
Zip: 32738
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/XXXX - Made a purchase at local XXXX store and charged to my XXXX store charge card ( Comenity ) = {$130.00} XX/XX/XXXX - send check payment of {$130.00} from XXXX XXXX checking bill pay ( confirmation attached ) XX/XX/XXXX - received XXXX credit card statement showing no payment made and besides {$130.00} balance, a late fee is also now owed. XX/XX/XXXX - signed into XXXX credit card portal system and message them to say I paid the bill in full on XX/XX/XXXX and attached bank payment confirmation. XX/XX/XXXX - portal response from Comenity that they are looking into it. XX/XX/XXXX - receive another XXXX credit card statement showing no payments made and more fees added, so I called the credit card company and the representative tells me it will take time for them to look into it but rest assured I will not be sent to collections, so be patient. I told the rep that my Maurices credit card had been updated recently and I thought I might have sent my payment with my old account number on it, but they said that wouldn't be a problem as I had been a long time customer and they'd find that in the investigation. I also message in the portal and again am told they are looking into it. XX/XX/XXXX - still receiving monthly statements showing no payment so I call again and am told a representative in that area is not available and to please call back at a later time. I also message in the portal and again receive a response that they are looking into it. XX/XX/XXXX All of the sudden I am getting calls from the credit card company multiple times a day urging me to pay my overdue bill. I talk to the caller and they tell me the investigation is in a different area than he works in and he can't help me. XX/XX/XXXX I receive a letter from the credit card company asking for electronic transmittal inquiry form from my bank. XX/XX/XXXX I sent the proof of payment from XXXX XXXX to the Comenity through the portal. XX/XX/XXXX XXXX in the portal saying they are looking into it. XX/XX/XXXX Received yet another statement still showing no payment so I messaged again through portal. XX/XX/XXXX Response in the portal saying they are looking into it. XX/XX/XXXX Received a letter in the portal saying they never received the payment. I just keep going back and forth between these companies, but XXXX XXXX took the money from my account and provided the proof of payment, so I think it is Comenity 's issue that they accepted the funds but are not crediting my account for them. I'm at a loss as how to prove any other way that they have the funds and did in a timely matter.
Company Response:
State: MI
Zip: 49855
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A