Date Received: 2022-12-16
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Back in XXXX, my credit card was lost or stolen and several fraudulent transactions posted to my account. I contacted customer service to report the fraud charges for investigation. I was told that the credit card was being closed and a new one would be issued. After the investigation was completed, the fraud case was ruled in my favor and the transactions were reversed causing a credit to my account of {$2400.00} since I had made a significant payment to my account prior to the fraud. When I received the new card, I was able to activate it but it would not work when I tried to use it. I contacted customer service and was told that that card had been reported lost or stolen. I could not understand how a brand new card would be reported lost or stolen. I was told that another card would be sent out to me. When I got the other card, it was the same outcome. I was able to activate it but it would not work when I tried to use it. I called customer service and was given the same explanation that the card had been reported lost or stolen and that a new card would be sent out to me. After receiving the 3rd card, I activated it and had the same outcome. Please note that each card number was different. On XX/XX/22, I called customer service and requested an electronic refund of my credit in the amount of {$2400.00}, an issuance of my cash back rewards in the amount of {$120.00} and closure of the account. It seems that the account was closed before the refund of my credit and cash back rewards and I am being told that the account can not be found. At this point, I have been waiting several weeks for access to my own funds. The credit and cash back rewards are my own funds. The credit is due to a payment made and fraud charges being reversed, and the cash back rewards was monies I earned through purchases. My original credit card number upon opening the account was XXXX XXXX XXXX. I have attached for your reference the other two cards that I received that were successfully activated but did not work.
Company Response:
State: IL
Zip: 60506
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Commenity MasterCard is reporting a balance of {$8400.00}. The full amount was paid, and posted, to my account on XX/XX/2022 leaving me with a credit of {$80.00}. A statement showing a XXXX balance was generated ( attached ) and a check for {$80.00} was issued and received, yet my credit report still shows this card with an {$8400.00} balance on a card with an {$8500.00} limit. This negatively impacts my credit score and despite disputing this and calling the bureaus and Commenity - nothing has been updated in nearly 3 months.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We have an XXXX XXXX XXXX through Comenity Capital Bank. I had been carrying the entire credit line as a balance through about XXXX of XXXX. I then paid the balance in full and have been carrying less than 10 % of the credit limit as a balance every month since. Comenity has not updated any bureau to show that I have paid it completely down and have maintained an extremely small balance since. They stated they have technical issues preventing them from updating the bureaus that they have been unable to resolve for most of the year. This is willful member harm as my credit report shows that I continue to carry the full balance every month and does not reflect several months of more conservative use and payments. The required minimum monthly payment still shows as if I am carrying the full balance which would result in accurate debt obligations should I apply for credit ( which I have been planning for solar panels but this account will not update ). If they can produce monthly statements with accurate information then they should be able to update the bureaus with the same information. This is consumer harm and violation of the Fair Credit Reporting Act.
Company Response:
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Express and Comenity Bank has to be one of the shadiest companies in existence I used the card once to ensure I was using it I purchased one shirt i paid off said shirt same month which was months ago. I paid this using certified funds debit card on a recorded line with a live agent they stated they were having system issues and it needed to be applied manually I uploaded proof of payment 4+ times and spoke to countless supervisors all of whom stated they were zeroing out account They charged me interest and {$90.00} in late fees for {$36.00} transaction predatory tactics they waived these like they were doing me a favor they said UM no you were trying to rip me off and its predatory so you waived They have added the same {$90.00} in late fees and even more interest since such time they said they resolved this months ago they slashed my credit citing missed payment which was also to be fixed not only did I not miss a payment you scam artists I paid early and it was a whopping {$36.00} I assure I did not miss and this has been verified over 20 times in the last 6 months I was absolutely appalled when I randomly logged in to see if they restored my credit limit for the holidays I was thinking of using and not only did they not as advised they have yet to XXXX this out as stated in XXXX XXXX XXXX XXXX XXXX They even advised if I filed a grievance I might be subject to account closure what kind of mafia style bank is this I have countless accounts with you never once late you disgust me Seriously? You charged {$210.00} for {$36.00} paid over 5 months ago and repeatedly stated that this zeroed out and no payment due you have already advised countless times no payment due this is your absolute error and system issues
Company Response:
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I had XXXX and was recently in the XXXX unable to pay make my payment. I received two late fees in XXXX and XXXX I called to get them reversed because I am going through a hardship and the manager told me she would reverse two when I looked on my statement there was only one reversed I called them to ask them about the second fee and they refuse to reverse the fee.
Company Response:
State: CA
Zip: 93619
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Commenity Bank who who finances the XXXX XXXX is making repeated calls, upwards of XXXX in a single day. They are also calling before XXXX and after XXXX XXXX CST at night.T harassing calls are continuing. The most recent calls coming in dated ( I have submitted some screenshots ) to support my position XXXX calls on XX/XX/XXXX XXXX calls on XX/XX/XXXX XXXX calls on XX/XX/XXXX XXXX calls on XX/XX/XXXX They are interrupting me at work, and I work in the field working with large machinery. This is causing distraction and potential for mistakes on my job to the extent that lives could be lost. I set up a payment plan in XXXX of XXXX for XXXX each month on a forgivenss program and to straighten out my credit. They continually lose the information. The keep calling and asking for more information, new bank account numbers etc. They have admitted while on the phone that I am on a payment plan but that does not stop them from calling. I have a new plan set up for the same amount. These transactions are listed below. The payments have been made to Commenity Bank on the following dates. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I can provide bank records for this too but you state not to include personal info.
Company Response:
State: VA
Zip: 22485
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have five cards with Comenity bank. Within two months, I noticed that Comenity was not reporting payments and balance history. I called Comenity, and they were having problems wiith their new software. Another month went by, no updates from Comenity bank. I had to put in a disputes with XXXX. In the month, Comenity updated my credit. Even though Comenity cant report my credit on a timely manner, they can ran a credit report. They sent me a letter said that has gotten worse. They reduced Victoria Secret and my Torrid by {$50.00}. A hurricane came into Florida, I had to handle things after storm. Because I did not pay XXXX XXXX credit s payment on time, they dropped my credit by {$100.00}.
Company Response:
State: FL
Zip: 32209
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Comenity Mastercard Credit Card has not reported to the Credit Bureau since XXXX XXXX. If a balance was due then, it still is showing 6 months later. This is not acceptable. I have been in touch with them several times and keep hearing it will be corrected. It has not been corrected. Credit is so important!!
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am unable to log into my Commenity bank account for my XXXX Credit card. For the last 5+ months their system has been down and refuses to let you in to pay your bills. I have tried recoverying my account, and when I put in a new password, it says there is an error. Its been doing this for months. They offer a easy pay option, so I have been able to pay by entering my card information, which has my old address information attached to it. Now, XX/XX/2022, the easy pay is no longer working and I have absolutely no way to make a payment.
Company Response:
State: WA
Zip: 98686
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: They know XXXX well I didnt give permission to put anything on my consumer report under XXXX I have 2 accounts from comenity capital XXXXXXXX XXXX XXXXXXXX that are reporting that are not attached to any open accounts and is hindering me from doing things I need to do thats a violation of my privacy I was also false and mislead by XXXX telling me the accounts where deleted I contacted the original creditors & they cant find no application under the account so how its they reporting this is ridiculous & Im making a complaint because they failed me as a consumer to do there job correctly I need these accounts deleted asap
Company Response:
State: NY
Zip: 10456
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A