Date Received: 2023-01-03
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: The full problems is below. I tried to comment on my original complaint XXXX, but was unable to. I spoke to XXXX at Commenity on XX/XX/XXXX and he assured me that within 2 weeks my balance of {$500.00} from another account would be transferred to my current account. As of today, XX/XX/XXXX it has not. This has gotten out of hand. It is my money and they will not transfer it to my open account. They told you they were working on the issue. How long does it take to move my money? My next step is to take legal action. Please try and resolve this. Thank you, XXXX XXXX -- -- - Original Complaint. I had a credit card with XXXX XXXX XXXXXXXX. I made a payment of {$500.00} on XX/XX/XXXX. What I did not know until after I made the payment to XXXX XXXX XXXXXXXX was they were selling or transferring my account to Comenity Bank. I received a statement from Comenity saying my XXXX payment was late and they charged me a {$28.00} late fee. I contacted Comenity and they told me it was because I did not make my payment in XXXX. I contact my bank and they said the money was removed from my account by XXXX XXXX XXXXXXXX. I contacted XXXX XXXX XXXXXXXX and they told there was nothing they could do because the account was closed. My bank, XXXX, tried to contact Comenity but they would not talk to XXXX as a third party. I contacted Comenity by phone as was told that they had the closed XXXX XXXX XXXXXXXX account with a {$500.00} credit balance and they would issue me a refund check of {$500.00}. That was on XX/XX/XXXX. I have not received that refund, so I contacted Comenity again and they told me, " Also be informed that your card ending with XXXX has credit balance of {$500.00}. We are unable to issue the refund due to account is closed as duplicate account. Upon checking in to your account I can see that as your correspondence accounts ending with XXXX, XXXX and XXXX is already closed as duplicate account. However, your account I see that your card ending with XXXX with XXXX XXXX XXXX is active and current. The available credit on your account is {$24000.00}. Therefore, your account can be used for further purchase. '' I do not understand why they can't issue me a refund for the {$500.00}. I want to close this account, but I am not closing it until I received my {$500.00}. I know my account is good and open, but where is my {$500.00}. I have written them 3 times and can not get an answer as to why they can't issue me a refund. I would like any help you can give me. I have reached the end of my rope. When you call them you get a different person who has limited XXXX and i can't understand them.
Company Response:
State: PA
Zip: 15227
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Comenitycapital bank opened XX/XX/2015 U.S Code 1681c-2a consumer Reporting agencies XXXXXXXX XXXX XXXX reporting of any. What information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft not later then XXXX business day after the date of receipt. It has been 30 days and you are in violation of these laws because I am a victim of identity XXXX please delete these accounts as soon as possible ( comenity capillary bank ) this account should not be furnished. On my consumer reports as they are in violation under 15 US code 1681B-permission purpose of consumer report ( a ) IN GENERAL Subject to subsection ( c ) any consumer report an agency XXXX furnish A consumer report under the following circumstance and no other ( XXXX ) In accordance with the written instructions of the consumer to whom it relates. I never gave any consumer Report an agency written consent to report anything on my consumers report which violates my rights as a federal protected consumer.No consent is identity death as a consumer I am demanding the deletion of the account listed immediately
Company Response:
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Comenity bank. Company calls multiple times per day asking for payment, have recieved 20+ calls in the last five days, they also have started calling from " private number '' when I have stated to the company I currently do not have the means to pay said bill due to financial hardship. It is harrassment at this point. My payment due is only {$32.00}, so this is ridiculous.
Company Response:
State: WY
Zip: 824XX
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Back in mid XXXX I attempted to make a purchase with my Bread Cashback XXXX XXXX issued by Cominity Bank. I inadvertently entered a wrong character and was immediately locked out of my card. The following day I called and was put thru to Fraud Department, the person was polite and informed me they would mail me forms to submit. I never received that mail, only an e-mail ( at the time I was on the phone with them ) to contact the fraud department. I received a secure message in my account on XX/XX/XXXX acknowledging my message to them with regard to my frozen card. On XX/XX/XXXX or XX/XX/XXXX I called again, this time I was politely instructed to send a copy of my drivers license ( front and back ) my social security card ( front and back ) and a utility bill or bank statement showing my name and address. I submitted my cable/phone/internet bill along with my D.L. and SS Card as requested via e-mail. I called them again this morning and kept getting an automated message telling me my account was closed goodbye. For the first time I was unable to speak with an actual person. VIA internet research I found a phone number for Fraud Department and called. I was informed that the bank closed my card because only gas, electric or water are considered utilities and I am free to reapply. I/we use well water so no water bill, electric is in my wifes name and we do not have a gas line. At no time was there any instruction of a utility bill and this is the first time I have ever been told that cable/phone/internet are not a utility. I did follow their instruction to reapply however I got denied for an existing account. I filed a complaint with the XXXX and am now seeking your assistance to resolve. Thank you
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I received notification from Comenity Bank collections agency in XXXX XXXX that my Victoria Secret credit card account was past due and had been sent to collections because of a {$85.00} balance. I knew right away that it was impossible because I was not carrying a balance on the card ; it had been paid off completely. After calling Comenity I explained there was no way the balance was mine and after investing the matter myself, I discovered that Comenity ( who is the serving bank for Victoria Secret and XXXX XXXX XXXX XXXX XXXX had made an error. I explained that I had used my Victoria Secret at XXXX XXXX XXXX XXXX and placed an online order on XX/XX/XXXX that came to {$140.00}. Weeks later on XX/XX/XXXX, out of the blue, XXXX XXXX XXXX XXXX canceled my order and notified me via email, they were refunding the money for the things I ordered. I thought nothing more of it because I knew I had not used the XXXX card for anything else so my balance would just go back to XXXX. However, some kind of error was made on their part and the refunded amount differed from the actual cost ; the refund amount was {$140.00}, resulting in an unknown balance. Over a period of 5 months with late fees, the balance ultimately resulted in a {$85.00} balance. It should be noted that I never received any part of the order and because I received paperless statements, I did there was no notification of a bill. Once I figured this out, I informed Comenity of THEIR error and the need for them to make it right right away so it did not affect me negatively. I was informed that a investigation would be opened and it would be processed within 90 days. About few weeks later, I received another call from Comenitys collection department looking for money. I explained that the charges were inaccurate and asked to speak to the customer relations department as the collection agents had no knowledge of the investigation. After speaking with customer relations, if was confirmed that the investigation was in the progress and I should therefore not be receiving any additional calls. In XXXX, I received an alert from XXXX XXXX XXXX XXXX indicating that I was delinquent and it was being reported to my credit report. I immediately reached out again to Comenity, explained my story again and was rerouted back to customer relations. I was informed that there should not be any collection reporting because the matter was still in dispute and therefore should not be reported. I explained that it was being reported and was told that the matter needed to be escalated to her manager, but because he was gone for the day. She assured me that she would leave a message for him. I asked it the message could be left with high priority, she indicated that she would and request a call back by XXXX the next day. He failed to do so and I received notification today that my credit score has dropped XXXX points. This is pure negligence on Comenitys part and is causing me unnecessary harm, time and stress due to an error made by their organization. I already explained to Comenity that I have documented proof of where the error was made and I could provide it however, this issue has lingered unnecessarily and causing harm to my credit.
Company Response:
State: MI
Zip: 48224
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Comenity Bank stated to C.F.P.B.the bank noticed all credit bureaus to update or remove the account.all but XXXX on XXXX reported to me by my credit report that the account ending # XXXX and # XXXX by comenity XXXX XXXX and XXXX XXXX is reporting as a due debt.with the old federal forgiven background on them and with two new account numbers on them XXXX XXXX XXXX XXXX with a charge off balance of $ XXXX XXXX XXXX XXXX XXXX with a charge off balance of {$410.00} -default accounts reporting only on experian the proof of the accounts is sent by certified mail as of today, by XXXX XXXX.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: When applying for a line of credit through kay XXXX via comenity bank, I was reportedly declined because of the following : -High average credit limit or loan amount on revolving/real property trades or credit balance to limit ratio on revolving trades -Low level of authentication indicative of first party fraud or ID fraud -Recently opened revolving trade or limited history on revolving trade The report also said my behavioral risk score was XXXX as of XX/XX/XXXX of 2022, Im assuming because of the previous list. None of this sounds familiar to me. I received this information in a notice mailed to me later after the initial application. I was also unable to create certain accounts being told that my information doesnt match/lineup when attempting to check into this using sites such as XXXX XXXX etc I have been trying to get in touch with comenity or kay, but every time I do, I either get put on hold forover, theyre closed, or I get told I need to have an account for them to actually help me with anything.
Company Response:
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In accordance to the fair reporting act test creditor has violated my rights under 15 USC 1681 section 602 states that I have the right to privacy 15 USC 1681 section 604 a section 2 it also states that consumer reporting agency can not furnish an account without my written instructions under 15 USCS 1666b a creditor may not trade a payment on a credit card account under an open consumers credit plan as late for any purpose
Company Response:
State: CO
Zip: 80013
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/2022 My bank rejected my payment of {$2300.00} because they didn't used my bank account number according to my bank. Interest charged on that payment {$44.00} + returned check charge or late fee {$25.00} Gave Comenity Credit card my bank numbers and thought it was fixed. XX/XX/2022 Sent payment {$3600.00} to cover the XXXX + more added to the my account after the XX/XX/2022 It bounced like the first time but I was watching and called Comenity Credit card and got it fixed. They still didn't fix my bank account numbers even though this would be the second time I gave them to Comenity Credit card. XX/XX/2022 submitted extra payment of {$98.00} and I had to call and fix it with XXXX Credit card. XX/XX/2022 submitted extra payment of {$120.00} to clear my credit card as I was giving up and going to let the card and Comenity Credit card see if they could fix things. The payment bounced and I called and they took the payment over the phone. I have always paid off my credit cards over the years with each bill. I never carried charges from XXXX month to the next. All of the extra payments were amounts for current purchases to clear the card. I no longer could keep getting put through the wringer and being treated like a dead beat. My personal Bank could not believe what was happening to me. I then canceled the card because I was advised that it looked like this company would never fix their error. The proof is they took over my XXXX XXXX XXXX XXXX card that I had for about 15 years with auto deduction from by bank each month and never a bounced payment. They also didn't let me take the {$66.00} points money from the XXXX card when they took over.
Company Response:
State: AZ
Zip: 85718
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
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: on XX/XX/22 I asked bank to remove {$6.00} fees on my card that were being charged monthly without any purchases. I refused to pay the fees, the fees continued to grow and then they assessed late charges. I asked them to close the account but they only decreased the credit limit and the card remained open accruing more fee payments.
Company Response:
State: NC
Zip: 27527
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A