Date Received: 2022-12-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XX/XX/2022 COMENITY BANK - ORIGINAL CREDITOR BALANCE AMOUNT : XXXX Says that the account information has been disputed by consumer, meets FCRA requirements but still shows up as an open account on credit report.
Company Response:
State: TX
Zip: 75214
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I signed up for an IKEA " XXXX '' XXXX ( which is processed through Comenity Capital Bank ) on XX/XX/XXXX for the purpose of purchasing furniture. The terms of the card state that the balance of the card are interest free for 12 months ( unless you fail to make payments ). Through various purchases, the total balance on the card had been ~ {$1700.00}. ( This is including late fees of ~ {$30.00}. Please see the following ) I have been attempting to make payments online through the designated portal. To do so one must enter a username and password. This is simple enough. However, I have either not recorded my username properly or the system is not accepting it. Most systems would have a relatively easy process to recover a username via inputting a recovery email. This is not so for the IKEA Projekt/Comenity Card . To recover my username I must enter my username. This is an impossible ouroboros. The alternate option to recover my user name is to enter my account number. On all of the paperwork for this card, the account number is voided with only the last four digits visible. ( I have attached a screenshot of the username recovery portal as well as a photo of the mentioned documentation. ) I have attempted for numerous weeks to call customer support and account representatives to simply get one of these two ( what should be ) easy pieces of information ( username or account number ) so I can make payments on this card. At every turn I get sent from one phone tree to another. On the rare occasion I do get to speak with a live individual, they are universally representatives from outside of the US that either hang up on me when I explain the situation, or do not possess a command of XXXX necessary to communicate fully with me. The first time I was able to speak with a live representative from within the US was today, XX/XX/XXXX ( on a Sunday morning during a XXXX XXXX XXXX XXXX XXXX ) when a collections agent called me demanding I make payments and pay late fees. This afternoon I spoke with several different individuals, each of which then stated it was not " their department '' that could get me the information I needed, and would give me a number for a new person and the cycle would continue. I was ultimately informed that the department that could get me my account information was only available on weekdays ( this is unrelated but I am extremely frustrated that a company will attempt to collect from people on weekends, but is also not willing to assist with payment information on the same days ). The final payment representative I spoke with, upon explaining the situation, repeatedly told me that I was incorrect, and that my account number was clearly located below the perforated section on my paperwork. I have attached a photograph of this paperwork, clearly showing that the first twelve digits of my account number have been redacted with asterisks, and only the last four digits visible. I can not help but feel as though this entire process has from start to finish been set up to be as predatory and untenable as possible for customers to actually make payments without being abused with endless late fees and credit damage. All I want from this situation is the ability to make payments, and this company ( IKEA/Comenity ) is physically withholding all methods of doing so.
Company Response:
State: MO
Zip: 63108
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: I paid cash ( {$19.00} ) for a pair of shoes at XXXX XXXX in XXXX, Oregon on XX/XX/2022. My account at the store is XXXX since I paid directly for the shoes. The cashier signed me up for a in-store credit card to give me a discount on the shoes. A month later I got a bill for a {$20.00} late fee for an " unpaid interest charge {$2.00}. This was very confusing since I had already paid for the shoes at the store. I paid the {$20.00} late fee then closed the account. The following month I got another bill for {$41.00} in late fees. I have been getting daily calls from Comenity Bank regarding this bill. I have tried blocking the robo calls, but they continue from numbers indicating " No Caller ID ''. I wrote to the XXXX XXXX XXXX about this, suspecting it was a scam/fraud. Today I received a bill for {$120.00} for late fees on a XXXX balance. The bill for {$120.00} included a statement, " As you requested, we have closed your credit card account. A monthly billing statement will be sent until the balance is paid in full. '' I did learn from the XXXX XXXX XXXX that Comenity Bank is not accredited by them and they can not resolve my complaint.
Company Response:
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I made a {$500.00} payment to Comenity Bank for my Mastercard account. Payment was made XXXX and the check cleared XXXX, endorsed by a person with Comenity Bank. My subsequent statement did not reflect the payment and also included a {$41.00} late fee. I submitted a dispute letter including a copy of the cleared and cancelled check from my bank. Last week Comenity responded by saying the check was deposited in a different bank/company without providing any specific details. I remain at a loss of my {$500.00} plus the {$41.00} late fee. I will be submitting yet a second dispute letter to Comenity Bank but I need assistance at this point since they are not being responsive.
Company Response:
State: LA
Zip: 70815
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Re : CFPB Complaint # XXXX I previously lodged the above complaint with CFPB relating to Comenity Bank 's failure to fully close my BJ 's credit card. This morning, I tried to add the latest chapter in this painful saga to my online CFPB complaint history. I was absolutely astounded to find that CFPB marked my complaint as " CLOSED, '' which should mean that the issue was resolved to my satisfaction. I find it impossible to believe that anyone at CFPB actually read my responses to its questionnaire. If they had, it would have been very clear that there were still lingering issues : 1. Comenity sent me yet another email ( received on XX/XX/2022 ) announcing that my account statement was available for viewing. If the account had been fully closed, there would be no need to email that announcement to me 2. I'm still able to call Comenity Bank ( XXXX ) and hear a recording stating that my full credit limit is available. 3. I also received a ridiculous letter from Comenity Bank dated XX/XX/2022. It mentioned that they issued a temporary credit to my account, despite other correspondence confirming that the corresponding prior dispute had been resolved more than a year ago. WHAT WILL IT TAKE TO GET COMENITY TO COMPLETELY SHUT DOWN THIS ACCOUNT??? CFPB must either reopen my original complaint or establish a new one with a new number and follow through on its consumer protection role.
Company Response:
State: TN
Zip: 42223
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I applied for a credit card with Commenity Bank. The credit card was for XXXX XXXX XXXX XXXX. Commenity bank said they could not help me because all my credit bureaus are frozen. This is not true my credit bureaus have never been frozen. I have called commenity 22 times to work this out. Now has hit my credit bureau twice but claim they have not because its frozen. I have sent proof with this complaint. My credit score has lowered 22 points because of commenitys errors. I would like my XXXX credit card sent to me as I have great credit and income. And my Bureaus are not frozen. Ss # XXXX d/o/b XX/XX/1967
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Paid off XXXX card in XX/XX/XXXX. Company decided to stop reporting my balance once paid off. Followed up XX/XX/XXXX and I was told a system update has taken place and they have decided not to report anymore. I asked if they could share my balance was {$0.00} and that they actually owed me XXXX cents with the agencies and they said that they couldnt. Possibly in XXXX. This has been hurting my score and has me at a 103 % utilization. I was also told I can not receive statements unless I make more purchases.
Company Response:
State: CA
Zip: 92123
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have requested proof of validation for this account XX/XX/XXXX via writing to all credit bureaus & XX/XX/XXXX via CFPB but still have not received it. The creditor is reporting as a Charge Off on my Consumer Report but has reported to the IRS as a Write-Off. According to US Code 15 US 1681 ( e ) ( b ) and US Code 15 US 1681 S-2 ( a ) ( 1 ) ( a ), my rights as a consumer have been violated. This creditor is reporting this Income monthly on my credit report negatively yet Ive never received any information of a 1099 c documents of the write off or a validation in my investigation. Despite disputing through the credit bureaus and the CFPB has reported said creditor to the FDIC but still no response. In 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. In 15 U.S.C 1681 section 602 A. States I have the right to privacy. Also in 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions According to FCRA 611 ( a ) ( 7 ), I have the right to a description of the reinvestigation procedure. The consumer reporting agency shall provide to a consumer a description referred to in a paragraph ( 6 ) ( B ) ( iii ) by not later than 15 days after receiving a request from the consumer for that description. I also have the right to request the proof of the chain of title ownership of alleged debt youre reporting on my consumer report with a signed agreement with MY signature. I have been courteous by giving you a reasonable amount of time ( 30 days ) with the first 2 investigations. I am now demanding a Cease and Desist 15 USC 1692c of all collection activity with the credit bureaus while under investigation along with requested evidence no later than 15 days after receiving this request.
Company Response:
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2022 I received a bill from XXXX in my name in the amount of {$81.00}. I do not have or applied for an account with XXXX. When I called to inquire about this bill a recording asked for my account number which I do not have. I was then asked for my social security number and I hung up without providing my SS #. On XX/XX/2022 I received another bill in my name with late charges. I have been receiving telephone calls that I not answered from Comenity Capital Bank who is affiliated with XXXX.
Company Response:
State: ID
Zip: 83646
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I contacted Comenity Bank to schedule XXXX monthly payments of {$200.00} to pay off my XXXX credit card. The Comenity Bank agent only scheduled XXXX payments and I was charged a {$30.00} late fee for their mistake. This was a recorded customer service call and Comenity Bank refuses to remove the late fee for the mistake their agent made. The minimum payment due was only {$22.00} and the scheduled payment was supposed to be for {$200.00}. I have tried to contact Comenity Bank to correct their mistake and their agents are unwilling to listen or assist.
Company Response:
State: VA
Zip: 22042
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A