Date Received: 2022-12-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: After the attached were sent, I kept getting calls from Comenity asking if I'd like to pay the amount owed for both XXXX and XXXX bills over the phone. I told them every time, there is a dispute going on. See the page from the bank statement that the XXXX bill was not only paid, but it was received 2 days before the due date. I mailed in a check, but they posted it as if it was done through a clearing house so I'm not able to get a copy of the check. As for the XXXX payment ( which was for the XXXX and XXXX bills ), I mailed a check for the {$640.00} payment on XX/XX/XXXX and as of today, XX/XX/XXXX, my bank statement still isn't showing receipt of my check, I received my XXXX bill from them ( I haven't used the card since the XXXX charges ) and XXXX was just more interest, fees and service charges added on. Comenity took over the XXXX credit card account from Bank XXXX XXXX in XXXX and one of the reps that I have spoken to said that since the take over, there have been problems. Also, I received ( as I'm sure other cardholders did ) a letter from the President of Comenity saying there are " intermittent problems ''. This seems to be a problem from their side, but yet myself and I'm sure other cardholders are left with the burden to prove that bills were paid.
Company Response:
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, I called Comenity regarding payment for my XXXX XXXX XXXX account and spoke with XXXX Reference # XXXX who transferred me to XXXX, Supervisor who transferred me to XXXX who advised he would file a dispute. The reference # I was given for that call is : XXXX. On XX/XX/XXXX, I called to follow up and spoke with XXXX, Senior Account XXXX @ Comenity. She said she put in a dispute where they will look at all payments coming in on XX/XX/XXXX and trace back to XXXX and I would receive a notice. On XX/XX/XXXX, I received the attached letter from Comenity stating my claim was received and were currently researching it. If additional information was needed a notification would be sent and to allow up to 90 Days to complete the investigation. On XX/XX/XXXX My bank, XXXX said they sent proof of payment was sent to XXXX XXXX XXXX XXXX OH XXXX - File Trace # XXXX ; Electronic Trace # XXXX On XX/XX/XXXX I called Comenity to check the status of dispute, I spoke with someone who said her name was XXXX & she was in the Ohio office Extension # XXXX and she was going to get this resolved On XX/XX/XXXX I received a letter from Comenity stating I am a valued customer and to call XXXX to resolve the inquiry On XX/XX/XXXX I called and spoke with XXXX XXXX, Supervisior who gave me a reference # for the call of XXXX. She told me I could upload the proof of payment documents through my account online. I proceeded to do that with XXXX XXXX on the phone, 3 times and received error messages and emails stating there was an technical error. XXXX XXXX said she was sending an email to the Dispute Team with a " time stamp '' and check on for documents. Last week I called Comenity and spoke with Senior Account XXXX, XXXX and was a advised the proof of payment was never received.
Company Response:
State: FL
Zip: 34986
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: XX/XX/22 I agreed to a soft credit pull application. Contract states the account is not active in less. I agree to wet by not contacting them and stating to cancel the agreement however, I received a credit inquiry as well as it listed as a new account on my credit reports with all three bureaus, and I only ever gave my last XXXX of my social to XXXX, credit card company, and the bank that they use to process credit cards. I contacted them and told them I never agreed to taking the card and the contract states that it is a soft credit pool and is not finalized unless I do accept the offer by not canceling within 30 days or if I use the card. I contacted XXXX and they said I can close the account but theres nothing I can do about the hard inquiry or loss of credit score points even if I cancel the account.
Company Response:
State: CA
Zip: 95758
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: To Whom It May Concern at ConsumerFinance.gov, below is a transcript of my emails with Comenity Bank regarding rewards in the amount of {$250.00} cash equivalent that Comenity is not giving me. Secure Message Center I do not agree to allow you to have XXXX days to review this issue / dispute. I have been emailing about this issue for XXXX days already. That would be a total of XXXX months for me to get my rewards of {$250.00}. Does Comenity bank think they can operate the same as XXXX XXXX, in being deceiptful of customers and not honoring their word? Give me my rewards promptly, please. Thank you XXXX From : Comenity Bank Sent : Tuesday, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Other Message ID : XXXX Hello XXXX XXXX XXXX, I am a Senior Account Specialist with Comenity Capital Bank. This card is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX XXXX. Your concerns were escalated to me. I appreciate your concern regarding the account. I can confirm a dispute was filed on XX/XX/2022. Please allow us XXXX calendar days to investigate. We will mail you a letter via US Mail once completed. I appreciate your patience while we are conducting our investigation. Thank you! If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team From : You Sent : Thursday, XX/XX/2022, XXXX XXXX ( ET ) To : Comenity Bank Subject : Re : Other Message ID : XXXX Same bull XXXX for XXXX months now. Please send me a check for the amount of rewards equal to the amount I could spend at the XXXX dealer for the {$250.00} you owe me plus my current rewards balance. Thank you XXXX XXXX From : Comenity Bank Sent : Wednesday, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your XXXX account. This card is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX XXXX. I'm here to help with your account needs. Please accept our apologies for any inconvenience you've experienced. As the bank that manages your XXXX Rewards Credit Card, we want to let you know that we'reworking hard to fix the rewards issues caused by our recent system update. We understand that this may be frustrating and inconvenient. If you have any questions, please click the reply button. Sincerely, XXXX XXXX Internet Customer Care Team From : You Sent : Monday, XX/XX/20XXXX XXXX XXXX ( ET ) To : Comenity Bank Subject : Re : Other Message ID : XXXX Where are we on issuing this rewards credit? Thanks XXXX From : Comenity Bank Sent : Thursday, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your XXXX account. This card is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX XXXX. I'm here to help with your account needs. Please accept our apologies for any inconvenience you've experienced. We are working diligently to restore this capability as soon as possible. We assure you, your reward points will not be negatively impacted by this disruption. Please know this issue regarding your rewards program is temporary. We are committed to resolving this matter quickly and providing you with updated rewards information as soon as possible. For us to best assist you with this concern, we ask that you please speak with a live representative. Please call our Customer Care team at XXXX at your earliest convenience. If you still wish to close the account we request you to write back to us. Please let us know if you have any further questions. We're always happy to help. Thank you for taking the time to reach out, and have a great day. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team From : You Sent : Saturday, XX/XX/2022, XXXX XXXX ( ET ) To : Comenity Bank Subject : Re : Other Message ID : XXXX FYI, if I don't get the rewards on the {$5000.00} purchase at the XXXX dealership, I will close the card. XXXX From : Comenity Bank Sent : Thursday, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your XXXX account. This card is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX XXXX. I'm here to help with your account needs. I certainly understand your concern. We're temporarily unable to see some account information and help with certain needs. We apologize for the inconvenience and understand your frustration. Please be informed that we are updating our systems, and you will see a delay loading the rewards and the account will be updated to reflect the correct earning activity as soon as possible. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I recently made a {$5000.00} payment on my XXXX rewards card. The reward for this transaction shows as XXXX. A transaction after at the same XXXX dealer has rewards on it. I show this transaction should have {$250.00} in rewards for this transaction. Please let me know. Thanks XXXX XXXX From : You Sent : Thursday, XX/XX/2022, XXXX XXXX ( ET ) To : Comenity Bank Subject : Other Message ID : XXXX I recently made a {$5000.00} payment on my XXXX rewards card. The reward for this transaction shows as XXXX. A transaction after at the same XXXX dealer has rewards on it. I show this transaction should have {$250.00} in rewards for this transaction. Please let me know. Thanks XXXX XXXX
Company Response:
State: ID
Zip: 83815
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I've received multiple daily calls from blocked numbers, for Comenity Bank trying to reach a XXXX XXXX. On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I have informed them that I have held this phone number for 6 years and am not, nor have any relationship to the person they are looking for.
Company Response:
State: AZ
Zip: 85282
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: My name is XXXX XXXX XXXX XXXX, current address XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX I have 2 credit cards with comenity bank XXXX XXXXXXXX XXXX XXXX XXXX XXXX I have all paid these cards for months, I use them and pay, however, in XXXX I downloaded my credit report because Comenity Bank did not report my payments to the credit bureau, I called the bank and they told me that they were changing the system and that I had to errors and they would fix it soon, then they updated the information. Today, XX/XX/XXXX, I receive an XXXX alert where I lower my credit for not paying the XXXX and XXXX card. and always paid them up to date. review and they do not report since XXXX and XXXX respectively. It is as if I did not pay up to date and my credit goes down instead of going up. Please can you help me.
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: On XX/XX/2022, I used XXXX reward points to purchase XXXX gift cards : {$50.00} XXXX, {$50.00} XXXX XXXX and {$250.00} XXXX. Within XXXX weeks, I received both {$50.00} gift cards, but never received the {$250.00} XXXX. My balance after using the reward points was XXXX. After not receiving the {$250.00} XXXX, I did another purchase for XXXX points on XX/XX/XXXX. As of today 's date, I have not received the {$250.00} gift card. I've spoken with several representatives ( including managers ) from Comenity/XXXX Bank and provided them with copies of the order confirmation for the gift card purchase. I received a letter from Comenity on XX/XX/XXXX stating an investigation was being conducted which would take about 90 days. Why should I have to wait 90 days when I've provided everything needed for Comenity to issue me my purchased {$250.00} gift card. Your assistance in helping me to get my {$250.00} gift card will be greatly appreciated. Thank you.
Company Response:
State: TX
Zip: 75025
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Around the beginning of XXXX I began receiving autodialer calls from comenity bank XXXX, several times a day so I would answer and the representative would explain it was the autodialer and it was wrong that I have a XXXX balance. Eventually after the calls became harassing I spoke with several associates and a supervisor and was assured the autodialer saw a past due balance back in XX/XX/2022 of {$1.00} ( That I never charged or owe at all ) and that it was removed along with the late fees added and I had a XXXX balance. The supervisor assured me I would not get any more calls and that my balance was XXXX. Again, I received another call in which I was assured by a supervisor that my account would be notated they spoke with collections and that I have a XXXX balance and that the calls would stop ( and they did thereafter ). This morning I called XXXX XXXX XXXX because my XXXX XXXX went down astronomically ( and I work super hard to keep a good XXXX XXXX, in fact it was exceptional up until the error on XXXX XXXX bank 's account. I called XXXX XXXX XXXX and they assured it was just reported today- I called and spoke with a supervisor from XXXX XXXX XXXX XXXX XXXX in NM ) and she assured me that I have had a XXXX balance and that the account was fixed several months ago and that it was an error on their behalf but unfortunately their " autodialer '' was just turned back on this morning so it reported the old inaccurate information to my credit report. Now the issue at hand is I verified as of this morning and as for the past few months my account has shown XXXX and also the initial past due balance was an error on their behalf but the XXXX XXXX explained to me there isnt anything she can do because their systems show as of this morning at XXXX their capability to report to credit reporting agencies was just turned back on and although as of this morning I had no balance and no monies due it picked up the account from over XXXX months ago and reported that I owed money over XXXX days past due this XXXX. Although she can see notes of when I have called several times, showing the account balance is XXXX and very well has been for months that their autodialer was turned back on for reporting at XXXX so it picked up the old information they had on file and have been wanting to report before it was turned off or XXXX. While this makes no sense XXXX XXXX is advising not to worry about it because they show I do not owe them any money and they have their own credit reporting and collections so it will remain in house. NO NO NO, this is unacceptable, UNPROFESSIONAL, inappropriate and down right WRONG! They are ruining my credit, made my score drop dramatically ( you can verify this with XXXX XXXX XXXX and XXXX ) because of some autodialer that was turned back on this morning and showing wrong and inaccurate information. How can they get away with not updating their systems? How can they get away with reporting erronious information and say there isnt anything they can do to fix their mistake or take accountability for ruining my credit I work very hard to maintain. This is unfair and cruel punishment when I have done nothing wrong, I am being unfairly treated by XXXX XXXX and comenity bank. I can not cancel the credit card because it would ruin my credit so I have to keep a card I have no intentions on using because I am absolutely done with this company. I am requesting the immediate removal of the report sent to XXXX XXXX XXXX because it is inaccurate. I very clearly do not owe them any money and they reported me to the XXXX XXXX as owing money when it was initially their mistake back in XXXX & on top of that it was fixed and my balance has been XXXX for months ( actually have a credit on my account ) yet it was reported to the credit reporting agencies ( I am sure more then XXXX ) that I owe them money today XX/XX/2022. This is wrong and I want it rectified by XXXX XXXX and I want my XXXX XXXX not to be negatively affected by their error- its wrong and unfair.
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Good morning, The details are described as such. My business has a supply store credit card through Comenity Capital Bank. I received a bill in XXXX in the amount {$370.00} and promptly paid this with check number # XXXX. They debited this amount from my bank on XX/XX/2022 as payment to this charge. They have continued to bill me monthly plus add a {$41.00} late fee on each statement, compounding these unwarranted late fees to total {$560.00}. I wrote a letter to the disputes department for this company including proof by my bank that the initial charge was in fact paid in full and in a timely manner. No one will get back to me. This company continues to affect my credit and credit score, which is unacceptable. This original charge was paid. Therefore there should be no outstanding charge nor any of these late fees. I am at a loss on what to do. My sincere thanks, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: VT
Zip: 056XX
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Several months ago XXXX changed their XXXX XXXX XXXX card from the XXXX XXXX XXXXXXXX to Comenity Bank. Our main purpose in using a XXXX card was to use it for travel : twice we tried to use it toward travel expenses at XXXX and it was declined, and a third time with a local business. My husband and I both have cards and Comenity claimed that the first payments we made in XXXX were late and charged us late fees. The payments were sent before the due dates but Comenity claims the postal service must have been slow. That being said, we decided to send the XXXX payments return receipt requested, they were sent on XX/XX/XXXX, it was delivered to the XXXX XXXX XXXX on Monday, XX/XX/XXXX ; we have been checking my bank account daily and as of Sunday morning the XXXX of XXXX when the payment was due on XX/XX/XXXX, there is no indication of it being deducted from our bank account. Comenity Bank does not return the checks to the bank so we do not have a receipt of the written check, they just put in a code to charge the account immediately which means it should have been deducted at the beginning of the week not kept in order to charge a late fee, the first charge was {$25.00} saying the next time it would be {$39.00}. We are in the process of trying to close these two accounts and may not be able to do anything about the first set of charges, but I definitely know we do not owe a second set of charges. We intend on fighting any further late fee due to Comenity Banks incompetence and to avoid having our credit rating damaged. We have filed a complaint with the XXXX and reviewed the rating : Comenity Bank has an overall rating of XXXX and an XXXX rating regarding credit related matters. Review of the complaints indicate that charging late fees seems to be their way of doing business.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A