Date Received: 2022-12-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX took over from XXXX XXXX XXXX XXXX Credit Card. At the date of the switch, I had a balance of {$1900.00} with XXXX that switched to XXXX. I never received my card from XXXX so I was never able to activate my account or access it online. Nor was I able to send payment with the correct account number, since I didn't know what the account number was. The payment was due on XX/XX/XXXX. I used online bill pay with my bank, XXXX, to make the payment. They mailed a check, # XXXX to arrive on XX/XX/XXXX. On XX/XX/XXXX, I received an email from XXXX that my payment was now due on XX/XX/XXXX, so I called them on XX/XX/XXXX. They claimed not to have received my payment. I emailed my bank on XX/XX/XXXX. I asked them if they had the canceled check. They emailed me back that they did not on XX/XX/XXXX. I then asked them to stop pay on the original check and send a replacement, which they did on XX/XX/XXXX, ck # XXXX. On XX/XX/XXXX, I called XXXX to see if they had received the replacement check. They said they had posted a payment of {$1900.00} on XX/XX/XXXX, two days before I had called them the first time. I asked them why they had told me that they didn't have my check on XX/XX/XXXX. All she would say was that the check was returned, but payment was not stopped until XX/XX/XXXX, so they had my check on XX/XX/XXXX and had even posted it, but lied to me about it. And there is no reason that it should have taken until XX/XX/XXXX to get the check since it had been mailed to arrive by XX/XX/XXXX, so they deliberately held the check until after the due date to charge late fees and interest. I contacted XXXX today, XX/XX/XXXX, and am told that the second check is still outstanding. So despite the fact that it was sent on XX/XX/XXXX, it appears that XXXX is again holding it until after the due date. They do not accept ACH payment. They allow payment on their website, which I couldn't access since I never got my card from them. They allow payment over the phone but they charge for that. So they basically forced payment by a mailed check and then hold the check long enough that they can charge interest and late fees. And they are wrecking my credit with this practice.
Company Response:
State: MO
Zip: XXXXX
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: 2022-12-14
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XX/XX/XXXX XXXX XXXX made a payment to transfer the balance on a Comenity Card for {$11000.00}. XXXX XXXX on XX/XX/XXXX on their part without my authorization made a duplicate payment of {$10000.00}. This created an over-payment and credit balance on the Comenity Card of {$10000.00}. XXXX XXXX indicates that I have to work with Comenity to get the payment back and Comenity is stating it will take a month to issue a credit. XXXX XXXX states they can not reverse the second payment is charging me interest, late fees, transfer fees and penalties for being " over the limit '' on my new card due to THEIR mistake and over-paying. Comeneity is saying that it will take 20 business days to refund me the overage payment MINUS {$180.00} of interest. This is a mistake that was made between two credit card companies and I am the consumer with no authority to issue payments or refunds. I spoke to 3 different agents from XX/XX/XXXX - XX/XX/XXXX at Comenity and all they offered to do for me was a refund check and said because it is was over {$500.00} they had to " hold '' my money for EXTRA 10 days?? When they received the overage on XX/XX/XXXX. They should have sent it back immediately as the card had been paid off in full on XX/XX/XXXX. This is abuse to myself as the consumer since I have no way to fix this without the two credit card companies working together. I instead am left to fight both of them all the while MY CREDIT is being harmed.
Company Response:
State: MI
Zip: 49508
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
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: This complaint is regarding a matter that occurred in XX/XX/2022 with Comenity Bank. I have been a customer ( Wayfair ) for many, many years. My Wayfair payment was changed to Comenity Bank. In XX/XX/2022, my payment for XXXX got posted to an account that had been closed for XXXX plus years or so. Comenity contacted me that I was late with my XXXX payment which I knew that I had sent the payment in. As it was Comenity found out they had posted the {$75.00} payment to a " closed '' and paid in full account. ( New York and Company ). Comenity refuse to move the payment to the proper account. The said they had to investigate the matter and it would take about 90 days to complete the investigation. I have been trying to communicate with Comenity to get an answer as to why they have not refunded me the {$75.00} because I am still paying my monthly payment each month. I am still getting the runaround and it is now going into XXXX months since this problem arose. During this situation I accrued late fees which I believe I have been waived some of them. I would like to know why Comenity is not cleaning up this problem with the consumer as quickly as possible. I am close to paying this account in full because I am paying double to minimum payment. I am so afraid that when I pay this account off Comenity will have no more dealings with me on this and close the account. I have read so many bad reviews about Comenity ; all I wish to do is get a refund or a credit for my payment - XXXX XXXX XXXX, XXXX
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX account was paid off and closed XX/XX/2022. I keep getting phone calls about charges owed like interest fees and threatening phone calls about them making my life a living XXXX like wrecking my credit score. This has gone too far. XXXX is a bunch of crooks and this has to stop.
Company Response:
State: WI
Zip: 54729
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2022, I was told by Comenity Bank call center representative XXXX, that my XXXX credit card with comenity bank had been sold to a 3rd party called XXXX XXXX due to me being 6 months behind on payment. The balance on my credit card was then {$320.00} at that time. While my limit was {$500.00} She provided me with the phone number to XXXX XXXX to make my payment. I contacted XXXX XXXX XXXX MO on XXXX and I made the payment of XXXX, after making the payment.. I received NO confirmation nor receipt of payment. I continued to call XXXX XXXX as well as Comenity Bank over and over again, I even tried to dispute with my bank. I was told by Comenity bank that XXXX XXXX has not sent them the check yet. I was told by XXXX XXXX that there was a glitch in the system and that my payment should reflect shortly. Finally in XX/XX/2022 I spoke with a supervisor by the name of XXXX XXXX with Comenity bank, who told me all of my calls and complaints were documented and everything I explained aligned with what his data. He informed me that a week after XXXX ( call center rep ) informed me that my account was sold to XXXX XXXX my account was reversed BACK TO COMENITY AND NO LONGER WITH XXXX. I have never ever notified of any of these changes!! He then instructed me to send a letter explaining everything with my attached BANK STATEMENT as proof that I paid debt. In my letter I requested the issue be resolved and that the false credit reporting be corrected. Weeks later I received a letter in the mail explaining that the investigation was pending and I would receive a temporary credit and there would be no balance on my credit card. Weeks after that I received another letter stating that after investigating, my claim could not be supported and that the credit they provided me would be revoked. Leaving me with a balance if now over {$400.00} I contacted comenity bank and they told me that my claim could not be supported because I could have disputed the charge since that bank statement. I WAS NOT ABLE TO DISPUTE TRANSACTION WITH MY BANKS DUE TO EXCEEDING THE 60 DAY TIME WINDOW. Since then I have given up the fight and decided to pay comenity bank in attempts to zero out my balance AGAIN, since then my credit is STILL NOT REFLECTING. My credit report is stating that I have a balance of XXXX with a limit of XXXX which means Im using 93 % of my credit which is badly affecting my credit. Weeks later I received another letter stating that because of my revolving credit my card limit is now XXXX, but I never received anything about my zeroing out my balance.
Company Response:
State: OK
Zip: 735XX
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Today alone Comenity Bank has called me at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX It is XXXX. They have some time to get more calls in. XX/XX/XXXX they called 7 times. XX/XX/XXXX they called 8 times. XX/XX/XXXX they called 4 times. XX/XX/XXXX they called 8 times.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: I have asked multiple times for this company to please stop calling my cellphone, they have done it from various different phone numbers, I block one number and they start harassing me from a different number and I am now getting harassed with automated phone calls. I have asked again today XX/XX/2022 to stop being called on my cellphone
Company Response:
State: SD
Zip: 57103
Submitted Via: Web
Date Sent: 2022-12-15
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: On XX/XX/XXXX I paid my {$950.00} balance in full and on time as usual to XXXX XXXX Comenity Bank and it STILL has not been credited to my account. I never had a problem until then and have recently provided them evidence of successful payments as far back as XX/XX/XXXX utilizing XXXX XXXX online XXXX XXXX. I followed their dispute procedures providing adequate proof of payment and 90 days to the day of allowable length of time to resolve the dispute they claim they still can not locate my payment. I had a lengthy 3-way recorded phone conversation on XX/XX/XXXX with a Comenity customer service supervisor with a XXXX XXXX representative also in attendance. The Comenity supervisor indicated that the payment was likely lost when Comenity transferred over to their new system around XX/XX/XXXX which likely failed to recognize my old account number in use until then, but it did not return the funds to XXXX XXXX, they dissapeared. She also indicated that since that is the case, I should be credited for the payment, reimbursed for the late fee and any interest accrued since I continue to make minimum payments on the disputed amount to preserve my excellent credit. Despite acknowledging responsibility through her explanation, she inexplicably demanded that we call back and file yet another dispute, wait another 90 days and insisted my only proof of payment remained inadequate. I have provided all the evidence of payment available to me through their website and have mailed the same to their address in XXXX Ohio. Their is no check image since the payment was electronic indicating Paid. Additionally, several Comenity customer service representatives cited their system transfer or changeover issue as the reason for my lost payment back in the Fall when I initially tried to resolve this earlier before filing the failed dispute and encouraged me to give them several weeks to resolve their issues. I'm still waiting.
Company Response:
State: NC
Zip: 28079
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: In accordance with the Fair Credit Reporting Act, my rights have been violated. 15 USC 1681 Section 602 states I have the right to privacy 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as ate for any purpose.
Company Response:
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXXXXXX XXXX XXXX was last reported in XX/XX/2022 and was fully paid off in XX/XX/2022. Showing I still have a balance on the account and that Im using a percentage of that credit which is affecting the accurate score of my report.
Company Response:
State: CA
Zip: 93309
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A