Date Received: 2023-01-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity JCrew credit card bill comes in with a payment due date. Prominently displayed on the front of the bill is a note that states a mailed payment must be received by XXXX est at the address provided. On the due date, at XXXX est, I logged on to my online account to attempt to make payment. At that point, I was only able to schedule payment for the following day ( 1 day after due date ). On the website, I learned online payment and telephone payment cutoff time on the due date is XXXX est. I could not schedule my payment so it would be timely received. I called customer service and was advised of the policy I read online. I also learned that the XXXX est cut off time is disclosed on the bill, but it is not prominent and buried in the fine print on the back of the bill. The representation I spoke with on the phone agreed to remove the late fee ( {$40.00} ) when it is charged on XX/XX/XXXX. That is acceptable to me, however, I believe the cut off time for online payments should be prominently displayed because I believe comenity uses this policy ( much like their deferred interest plans ) in a deceptive manner that is capable and targeted to the consumer public at large. It is clearly designed to obtain late fees from customers.
Company Response:
State: SC
Zip: 29576
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: 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/XXXX I made an online payment from my XXXX Bank Account to Comenity Bank for {$4700.00}. This was well before the due date of XX/XX/XXXX. When I received the next statement on appoximately XX/XX/XXXX the payment had not been credited to my account. I called Comenity and told them that i had sent the check and they claimed that they did not receive it. I told them that I would stop payment on the check and reissue the check. I asked them to waive the late fee of {$28.00} and the interest of {$130.00}. They agreed to waive the late fee but refused to waive the interest. I filed a written complaint with Comenity on XXXX and they have not taken any action. When I received my next statement they charged a return check charge of {$28.00}. I stopped payment on the check when they said they had not received it on XX/XX/XXXX. I called today and asked them to remove the {$28.00} charge and after speaking to XXXX people they refused to do so. I also had charges from XXXX XXXX on my XXXX and XXXX Statements that were not authorized. I suspect this was fraud and I do not know if Comenity is complicit in this fraud.
Company Response:
State: CT
Zip: 06830
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: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: This has been ongoing issue with comenity Bank XXXX I paid them off in XXXX of XXXX XXXX left was {$2.00} as of XX/XX/XXXX that is left over Balance on this account last XXXX digits XXXX, I keep all my invoices, I contacted XXXX/Comenitybank several times XXXX to several to correct this main issue. I XXXX, t want my credit destroyed Send out by mail copies showing them that this account has been paid in full. Spoken to some foreign hardly speaks so well XXXX.I had trouble communicating with them I have copies with me to dispute this matterXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I would like very much to resolve this issue, Thank you. Sincerely XXXX XXXX
Company Response:
State: OR
Zip: 97080
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The limited credit card closed the account due to Store closing,, they reported closed for months and then on XX/XX/19 they reported delinquent. Which I never was and why would you report closed for months then all of a sudden report delinquent? All my bills are paid on time.
Company Response:
State: NJ
Zip: 08060
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Hi, On XX/XX/XXXX I received a call from my Victoria Secret credit card company about an open balance. I told the guy on the phone to pay off my full balance and shut down my card. Every month following I got charged late fees that I was not made aware of and yesterday I received a call saying I have an open balance of {$140.00} due to all the late fees. I was only able to waive one of them but bit the bullet and told they guy on the phone to charge me the remaining {$110.00} and cancel my card entirely and to send me an email stating my card is canceled/ shut down. I followed up a few hours later after I saw my payment went through on my banking statement and the lady on the phone told me I still have an active balance of {$140.00} and that there are no notes of the late fee being waived. She then told me to wait 24 hours for changes in the account to be fully processed. I waited and called about 30 hours later ( today ) and spoke to a new guy on the phone saying the late fee was never waived and the account has never been closed. He then tole me he waived the fee and would be sending over a notification on my account that my credit card will be shut down. I never received anything and am afraid this is going to happen again.
Company Response:
State: NJ
Zip: 080XX
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: 2023-01-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: fraudulent inquiries reporting on my credit report, I have now set a fraud alert to my credit bureau account to prevent this issue in the future.
Company Response:
State: CA
Zip: 90017
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
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: In XX/XX/XXXX I recieved notice of a severe decline in my credit score related to a XXXX late charge from XX/XX/XXXX on my XXXX Credit Card. I have never had a late payment and have been closely monitoring my credit. I never had a late payment. The XXXX Website and phone payment system has been having issues for months. I have previously spoken to the company about this. And was advised to make in store payments. I called XXXX to question why this charge was on my account. I was transferred to XXXX different agents. The first said they agreed with me and there was no late payments on my account. I explained it was showing up on my XXXX report. They transfered me to a different person who said there has been errors in reporting and that some customers were just getting notifications from XXXX And that the company was working to " resolve '' and inaccuracies. I was transfered to another agent they thought could help me because I wanted this done sooner. The last perosn I spoke to at XXXX told me they were unable to change anything with reporting that far back and to file a XXXX dispute XXXX I filed a dispute XX/XX/XXXX. This immediatelyt came back with notice that " Account information verified. '' There was clearly no time to do a porper investigation. They provided me a copy of a payment report which shows clearly that I was never charged a late fee for a late payment. And says " No data '' for months of XXXX to present. Again, I did not make a late payment. i worked hard to have a clean record of no late payments. And responsibly manage balances much higher than the XXXX $ late payment they claim I made. I did not make a late payment. Their system has significant errors. This innacurate reporting of my information caused my credit score to drop around XXXX points. Not ok.
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: In XXXX I called Comenity Bank becaus I was unable to pay my bills with them due to hardship. I spoke with a supervisor who gave me a date of XX/XX/2022 to make my first payment of {$65.00}. I was enrolled in the hardship program. I received an alert on XXXX XXXX 2022 that my credit score has dropped XXXX points due to a delinquent account for Comenity Bank. I called the bank and the harship department. They both claimed they didn't report it and there's nothing they can do.
Company Response:
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX I had the electronic bill pay department at XXXX XXXXXXXX XXXX transfer 2 amounts to payoff the amount due in full on a XXXX 'XXXX XXXX XXXX issued by Comenity Capital Bank. These two checks, in the amounts of {$1400.00} and {$81.00} cleared the banks on XX/XX/XXXX. The payment due date was XX/XX/XXXX. Comenity Capital Bank has not credited my account to date for these amounts even though, XXXX XXXX has provided them with proof of payment made and received and I've provided them with copies of the statements showing the amounts debited from my checking accounts. XXXX XXXX also arbitrarily changed or altered my account number for the two months when the company claims to have lost or never received my payment. I have, on a weekly basis tried to resolve this matter since XX/XX/XXXX. Additionally, I've been on XXXX conference calls between XXXX XXXXXXXX XXXX and Comenity Capital Bank to try and correct this accounting error but to date, Comenity Capital Bank who has received proof of payment in writing from XXXX XXXX refuses to credit my credit card account for the total amount paid of {$1400.00}. This, is resulting in interest charges being applied to my account by Comenity Capital Bank. Comenity Capital Bank is making no effort to communicate or to resolve this error in accounting on their side.
Company Response:
State: FL
Zip: 33012
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: XXXX. I was carrying two promotional 6 month no interest balances on the card. The first balance was {$5200.00} and the second balance was {$3300.00}. XXXX. The XXXX statement indicated that a minimum payment of {$87.00} was due by XX/XX/XXXX/2022. The statement also indicated, in prominent red all cap typeface : " YOU MUST PAY THE BALANCE OF {$5200.00} OF YOUR PLAN XXXX XXXX XXXX XXXX LOW PMT IN FULL BY XX/XX/XXXX22 TO AVOID PAYING ACCRUED INTEREST CHARGES. '' XXXX. The XXXX statement does not include language to the effect that the plan balance of {$5200.00} and the minimum payment of {$87.00} had to be made. I thus was led to believe that the payment of the plan balance would satisfy the minimum payment amount. XXXX. As indicated on the XXXX statement, I made a payment of {$5200.00} on XX/XX/XXXX2022 ( the payment due date ). The XXXX statement nonetheless included accrued interest in the amount of {$1000.00}, even though my payment was a greater amount than the minimum payment due and was enough to satisfy the outstanding balance on the promotional amount due on XX/XX/XXXX 2022. XXXX. I spoke with XXXX on XX/XX/XXXX, 2022 and XXXX 's position is that I was required to pay the promotional plan amount due plus the minimum fee due to avoid interest charges, despite the plain language in the XXXX statement that I only needed to pay the {$5200.00} to avoid interest payments. XXXX. The XXXX statement was deceptive in its language because it does not indicate that two amounts ( the plan balance plus the minimum payment amount ) needed to be paid to avoid interest charges. Also, XXXX did add such language to the XXXX statement concerning making both payments to avoid interest charges, but it was too late. This deception creates a trap for unwary consumers. I will also note that XXXX did not charge a late fee of {$41.00} even though its position is that the minimum payment amount was not paid by the due date of XX/XX/XXXX, 2022.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A