Date Received: 2023-12-03
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: On XX/XX/XXXX, I opened XXXX XXXX XXXX accounts totaling {$240000.00} with Bread Financials ( XXXX XXXX XXXX XXXX XXXX ) 1. Before these CD accounts were opened or any service was provided, I did not receive any " account disclosures '' from Bread Financials, either via mail or email. 2. At the time of account opening, I did not receive any " signed agreements with deposit terms and conditions '' or " disclosures on terms and conditions. '' 3. In XXXX XXXX, when I inquired with the institution about any potential early withdrawal penalties for the CDs, I was informed that I would need to pay a 1-year penalty to withdraw any money before maturity. 4. I notified the institution that I had not received both " disclosures '' and a " signed deposit agreement with full CD terms and conditions. '' 5. Further, I escalated the issue to the CEO of the institution via online customer service chat, requesting that they take full responsibility for failing to comply with required Consumer Acts and disclosure requirements before and during the opening of the CD deposit accounts. I also requested a waiver of the early withdrawal penalties. 6. However, on XX/XX/XXXX, XXXX days after my escalation, the institution notified me that it had suddenly suspended my CD accounts without providing valid reasons amid my complaints and escalation of the issues. See the full text message from the institution. 7. As such, I have been deprived of my right to make an informed decision based on the institution 's full disclosure, as required by respective laws and regulations under Regulation DD and the CFPB XXXX XXXX XXXX XXXX Laws and Regulations. Therefore, I request that the institution take responsibility, at a minimum, by providing a full waiver of the early withdrawal penalties for those three CD accounts prior to maturity and resolving the escalated issue as soon as possible.
Company Response:
State: NJ
Zip: 07650
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Comenity Wayfair was in fact contacted and sent multiple police reports in XXXX, XXXX of XXXX along with same information to XXXX. The account was charged without my permission by unauthorized user. The account was closed and I was informed in XXXX an investigation would take place and my credit would NOT be affected. This has not been the case. For over a year this is still appearing as negative on XXXX report. I contacted Comenity in XXXX, XXXX and spoke with XXXX in collections and he informed me that if I paid XXXX comenity would send a reversal of late payments for multiple months and XXXX report would only show paid in full and closed. It is now showing paid, charge off closed and over a year of charge off. Comenity has never sent investigation of unauthorized use and the wayfair card was sold to XXXX XXXX. I have disputed called complained. The unauthorized user has never been located. My XXXX report is pristene all accounts paid on time and mortgage of XXXX paid off in 3 years there is no way Id let a XXXX bill ruin my credit. My other two reports are good. I just want Comenity Wayfair updated to reverse all charge off and lates as promised and XXXX to investigate properly. I filed a XXXX complaint against XXXX as well for reporting inaccurate and erroneous information.
Company Response:
State: OH
Zip: 43224
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In XX/XX/2023 my identity was stolen and used to open a Sephora credit card account with Comenity Bank. The thief made over {$1000.00} in charges to my account. I opened fraud cases with XXXX and Comenity. After a weeks of investigation, both the credit bureau and Comenity found the account to be fraudulent. I last spoke with Comenitys fraud department in XX/XX/2023 and I was assured the account would be closed within 90 days. 90 days came and went but Comenity kept sending me credit card bills and calling to collect payment. I told them multiple times that the account was fraudulent and was supposed to have been closed. I was again assured that I did not need to worry about the bill and the account would be closed. A few days ago, I received a notice that the account had been sent to collections. They never closed the account and Comenity customer service would not provide a reason why it was never closed. Comenity now refuses to address this oversight on their part.
Company Response:
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My Dell Financial account was transferred to : Comenity Capital Bank XX/XX/XXXX without my knowledge. On XX/XX/XXXX, I received my first letter from Comenity XXXX XXXX advising that I was past due but I do not agree, as my account was setup on automatic payments for the past 11 years, and I have the complete ability to pay, with no financial issues. My automatic payments were cancelled without my knowledge and consent. I had no way to protect my credit account due to no phone calls made at all. The CFPB, FDCPA, and typically company policy requires at least one collections attempt per 30 days and I have not received ANY collections calls or STATEMENTS in the last two months, or demand for payment. When I called and spoke to an agent on XX/XX/XXXX, I was not read any collection XXXX rights and I was not told it was XXXX until I asked specifically. The agent agreed to waive my late fees due to the issue but would not review my credit report harm, which I was told they will be reporting me as 60 days past due. Please review to remove all credit marks and late fees. Please remove all additional accrued interest as I would not have been charged extra interest had the company not cancelled my auto payments.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: There has been internal fraud happening on my credit card account with Comenity Bank. If you look at their reviews on XXXX, XXXX & etc. you will see similar complaints. In late XXXX XXXX, I set up a hardship plan with Comenity Bank for my XXXX credit card account. It was a 6 month plan that I was initially told would end in XX/XX/XXXX. My first payment was made XX/XX/XXXX. I paid consistently every month from XXXX XXXX XXXX, even making an extra payment in XXXX that was worth almost double the required amount ( which they refused to count towards the hardship payment plan ). I was told after 3 months of consecutive payments the credit bureaus would be notified & my account/credit would be updated ( which did not happen ). On XX/XX/XXXX I called in because my online account did not reflect completion of the hardship program as initially stated. I was informed the first payment made in may would not count and the last payment would be XX/XX/2023 and the hardship program would end on XX/XX/2023 which is not what I was initially told. At which time the account would be updated and the hold would be released. When this did not happen, I called in and got yet again conflicting information from several representatives. I initial customer service reps in the billing & customer service departments were kind and attempted to be helpful ; however, because this issue could only be resolved/addressed by the Hardship Department , they had to transfer me which is where the issue always arises. The Hardship department was deceptive when I spoke to them in XXXX, XXXX, XXXX, and XXXX. In today 's most recent events when they transferred me to the initial rep in hardship, she first misinformed me that my plan was XXXX months and not XXXX when she could not figure out the issue. She later acknowledged the plan is a 6 month plan and despite me making XXXX payments XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX the account is still in hardship status and unable to be corrected because of an error in the system. She stated she doesn't know how to fix the error. She also stated she doesn't know anyone who can fix the error, therefore she could not tell me when the hardship plan would end nor when my account would be updated. She said to keep paying on the hardship plan until advised otherwise. Unacceptable. She said there was no supervisor available to speak with. At this point I have made approximately {$1500.00} worth of payments since the conception of the hardship plan. I called customer service back to see if there was a supervisor available in hardship. The rep transferred me over to a man who pretended to be a supervisor, only to later admit he was lying and was indeed not a supervisor. He consistently talked over me and then told me he felt I should extend the payment plan another 6 months. I told him I did not want to and he kept trying to convince me. He then kept exclaiming that the hardship plan would not end until XX/XX/XXXX which yet again extends the life of the hardship plan. When I informed him this was not what I was informed last month he stated I was misinformed and the plan would not end until I made another payment in XXXX. I requested to speak with a supervisor and he kept talking over me and attempting to deflect. He then started saying they will tell me the same thing. I then requested his name and employee number at which time he was then all the sudden willing to transfer me to a supervisor. I asked another 3-4 times for his name and employee ID number which he stated was XXXX. He also began making erratic yelping noise. I hung up and once again tried to find a knowledgeable rep. The young lady I spoke with was nice in customer service. She attempted to call the hardship department and request a supervisor. Each time she did she informed me " the keep releasing the call ''. They refused to allow her to speak with a supervisor. She informed her supervisor and they made a report/complaint to higher-up departments. I verified that " releasing the call '' means they kept hanging up on her, a fellow employee. Previously when I would speak with customer service they were able to see notes on my account. It appeared the man who was previously in the account deleted them because they were no longer visible, and my account suddenly showed I was on a 24 month hardship plan when speaking to the last young lady. Please note : my issue is not with the last young lady in the customer service department, rather the deceptive reps in the hardship department. She was finally able to speak with a non-supervisorial representative who stated the plan indeed was only 6 months and should end XX/XX/XXXX, and the account should reflect this tomorrow. I decided to still move forward with the complaint because I keep receiving misinformation and encountering reps in the hardship department who continuously do and say deceptive things. As of today my account still does not reflect good standing, nor does my credit report reflect that I have completed the hardship program and my account is not delinquent/in good standing after XXXX payments, and {$1500.00}. I never had this issue when my XXXX account was managed by XXXX XXXXXXXX XXXX. Comenity Bank has been unethical from day one. I previously had an account with XXXX XXXX through XXXX and quickly paid the account in full and closed it because Comenity was so horrible. Other reviews have also stated issues with Comenity on websites like XXXX, XXXX and the XXXX. Some stating they paid their card off in full but their score is dropping each month because Comenity has not reported it. Others referring to them as " deceptive '' or " thieves ''. Something needs to be done about this company.
Company Response:
State: TX
Zip: 75228
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
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: missed a flight due to weather delay. XXXX XXXX told me to repurchase a ticket and i would receive a refund. After speaking with XXXX I was told to dispute with credit card company. I did that. Credit Card company told me I did not send enough info. I submitted XXXX refund policy along with flight details, the rebooking, and new flight details. I also submitted the emails between me and XXXX. They refunded me for the missed flight when they were supposed to refund the rescheduled flight. which is why they told me dispute with card company. All information and a detailed account of the events was mailed and emailed to card company.
Company Response:
State: OH
Zip: 44134
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Missed payment due to loosing job. They keep calling 5-10 times DAILY! It has become a nuisance. Just started a new job and am waiting for first check. They call CONSTANTLY to the point its embarrassing and people at wk are noticing. Last month when they did this I told please stop calling more than the legal allowed seven times a week! That never stopped them! Comenity Bank has illegally violated the Fair Credit Collectors Act and should be help accountable and looked it. Id like to see about filing a class action law suit against them.
Company Response:
State: TX
Zip: 77346
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I have a XXXX family store credit card. I also have a XXXX credit card with Commenity Bank. I have a buckle account credit card with Commenity Bank. I have a XXXX credit card. I have not been late making my payments since Ive opened these cards. I probably honestly have been late a couple times, but have recently tried to get my credit Score back up well my credit score has went down due to XXXX cable saying that I owe them a certain amount of dollars because of my credit score going down. They have lowered my credit limit. Theres no reason at all that that shouldve happened now Im late and they have made feed on my account that shouldnt be there, I am not happy with this situation
Company Response:
State: FL
Zip: 32563
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: XX/XX/XXXX a purchase was made at Kay Jewelers. No one told me that if I didn't pay off my balance by the end of a 12 month promotion I would be charged full interest no matter how much I paid down. It was misleading and they maliciously held back information from a consumer. The information was not available to me until after I made the purchase. The agent on the phone stated that I was on 12 months deferred interested for that payment I made but not on the one in XXXX of XXXX. Doesn't make sense. 12 months is 12 months.
Company Response:
State: PA
Zip: 19140
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I purchased roughly ~ {$2000.00} of equipment from Dell XXXX XXXXXXXX XXXX with a promo % 0.0 APR until the following XXXX. I put this on autopay to be paid off by XXXXXXXX XXXX XXXXXXXX. I've used this service previously without any issues. Dell announced over the summer that they would be switching to a new service provider for financing in XXXX. Since I had my account lined up to paid XX/XX/XXXX, I had no concern. Dell claims I canceled my autopay with {$22.00} remaining balance in XXXXXXXX XXXX XXXX. They then proceed to charge me late fees, without notice, for XXXX and XXXX, bumping my balance to {$82.00}. I did not receive any statements of outstanding or overdue balance nor did I receive notice of autopay cancellation. I presumed that my account would have made its final autopayment of {$22.00} and be resolved. I did not know there was any issue with my account until my bank and XXXX both alerted me of a XXXX change of XXXX to XXXX. I was shocked. I attempted to go to the existing dell finance site but website was not allowing access to any updated information. When I would call they would transfer me to the new provider of Comenity who did not or would not service since I did not have my new account number that I hadn't received yet from them. I had to go through an automated service using my SSN to then request to have my new account number mailed to me. Once I received the # I created my account and made a payment to my surprise of {$82.00} to get it resolved ASAP. When I called to inquire as to what happened Comenity advised they were not able to help since it was with the previous provider. When I called the previous provider they defered me to Comenity. Without any recourse available via phone I've started to dispute it through XXXX and also the CFPB. Also, it is showing me as current for both XXXX and XXXX yet XXXX shows past due 60 days? None of this makes sense.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A