Date Received: 2022-12-06
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Embarrassing as it is to talk about we got into credit card debt XXXX thru XXXX. We experienced a hurricane in XXXX and unexpected medical issues at a time when everything in the country increased in price. We had never carried a balance so interest rates etc. never really mattered because it didn't effect us. While waiting for the insurance company to payout hurricane damages, ( we are still waiting at present ) and medical bills we were quickly seeing our finances becoming burdensome. We managed for a bit but then the interest rate was consuming us, so we decided to reach out to see if there was any help available. We were told since we were BJ 's Club members there were no financial hardship cases allowed. There was absolutely nothing Comenity Bank could do. We couldn't close it and make payments, couldn't lower the interest rate, there was absolutely nothing that could be done. We swallowed our pride and asked family members for short term help to stop the interest rate. In XXXX of XXXX we paid off the total amount owed on our statement. Over {$18000.00} What a relief we thought. Then the next bill came and we owed over {$200.00} interest and no charges were late?? We spoke with over XXXX people from Comenity. Some couldn't do basic math. The others said they could only take off {$10.00} and others said we owed it there was nothing to be done. In researching Comenity we found several other complaints ( thousands with BBB ) online and that they are now Bread Financial which no employee will talk about. We also found out they had increased our interest rate 2 times and not informed us and of course when we questioned them they said they had but we have no record of the increases. When asking to be escalated to upper management we were told we were being transferred. We were hung up on or transferred to other employees that were the same level and couldn't help. We tried to find a physical location to speak to someone in person but one doesn't exist. We tried to pay it off to be done with Comenity/Bread Financial again and were being charged a {$9.00} fee and then a late fee because even though the payment was paid on XX/XX/XXXX, the due date, it was after XXXX Eastern time! In this process we found out that an XXXX card that we paid off was also a Comenity product. We were told the interest would be waved. We decided to look at the balance again just to see. Yes that's right. A {$33.00} interest was assigned for NO charges. If we hadn't looked at the online statement for the XXXX card due to the shadiness of our converstions with the employees, we would never have known about the interest and would have been paying interest on the {$33.00} interest that had been assigned. We were never planning on using anything from Comenity ever so we would have never known there was anything there to be paid. All this has left us wondering how much of the $ XXXX we paid off, on the BJs card, we actually owed? We decided even in our extreme embarrassment to go ahead and try to let as many people know so they look to other companies beside Comenity/Bread Financial . Also to look at interest rates etc in case tragedy ever strikes. We have always been the ones to help other people out of tough situations and never carried a balance but it happened to us. We believe strongly that Comenity/Bread Financial should be shut down but we are just one family struck by unforeseen circumstances that they preyed on. We are hoping many see this and steer clear of Comenity/Bread Financial . We are encouraging all we know not to do business with Comenity/Bread Financial and any Business that uses them as their Credit card Bank. We will be speaking with the companies to find out if they are aware of how Comenity/Bread Financial is treating their customers and if they are we won't be shopping there anymore.
Company Response:
State: FL
Zip: 32507
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I received an email receipt from XXXX coat factory in XXXX ( I reside in XXXX XXXX ) and it was paid with a store credit card. I also received an email from XXXX saying there was an inquiry on my credit. I called the XXXX credit card number and they are closing the card. I called XXXX and they are submitting a claim as well.
Company Response:
State: RI
Zip: 02919
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: It's been over 30 days, and the creditor has not updated the information nor provided proof or documentation in regards to the late payment. They have not supplied this information and they must the late payments reflecting on my credit report. Under federal olaw they had 30 days to complete this investigation. They must remove these errors.
Company Response:
State: IL
Zip: 60644
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX XXXX # 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 payment on a credit card account under an open- end consumer credit plans as late for any purpose.
Company Response:
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My credit was hacked and I reported that to the credit card company which whey froze the account and began working on investigating the fraudulent charges. I was told that I would receive new cards in the mail which I never did receive. After about 2 months those charges were credited back to my account but the account is still frozen and no new cards have arrived. I contacted the company twice on XX/XX/XXXX and XXXX via the company 's message center ( I've tried to call several times but the customer service center only rings and after about and hour or so I hang up. On XX/XX/XXXX sent a message asking to close my account and return the credit of {$210.00} from the refunded charges.
Company Response:
State: IL
Zip: 61554
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This account is fraudulent and was not opened or authorized by me. I have contacted the company and the credit bureaus, but nothing has been done to fix this error, which is causing severe damage to my credit. The credit bureaus stated my account was properly investigated and reinvestigated, but how is this possible if the last date reported, payment history, and balance are incorrect? None of these charges or this account belongs to me, and they failed to provide proof or any information or actions taken to prove this account belongs to me. This is grounds for removal and violates my rights under : 15 U.S.C 1681 section 602 A. States I have the right to privacy. 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. 15 U.S.C 1681 section I. States : Reinvestigations of disputed information ( 1 ) Reinvestigation required ( A ) In general Subject to subsection ( f ) and except as provided in subsection ( g ), if the completeness or accuracy of any item of information contained in a consumers file at a consumer reporting agency is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a reseller, of such dispute, the agency shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from the file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or reseller. ( 5 ) Treatment of inaccurate or unverifiable information ( A ) In general If, after any reinvestigation under paragraph ( 1 ) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or can not be verified, the consumer reporting agency shall ( i ) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; and ( ii ) promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer. ( B ) Requirements relating to reinsertion of previously deleted material : ( i ) Certification of accuracy of information If any information is deleted from a consumers file pursuant to subparagraph ( A ), the information may not be reinserted in the file by the consumer reporting agency unless the person who furnishes the information certifies that the information is complete and accurate. ( C ) Procedures to prevent reappearance A consumer reporting agency shall maintain reasonable procedures designed to prevent the reappearance in a consumers file, and in consumer reports on the consumer, of information that is deleted pursuant to this paragraph ( other than information that is reinserted in accordance with subparagraph ( B ) ( i ) ). 15 U.S. Code 1681c - Requirements relating to information contained in consumer reports : ( a ) Information excluded from consumer reports Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information : ( 4 ) Accounts placed for collection or charged to profit and loss which antedate the report by more than seven years. 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies Additionally, the credit Bureaus took more than 30 days to respond to my written disputes, please see Exhibit A and when I filed the dispute online it took less than 24hrs. for a response, and failed to provided debt validation, of to complete my investigation attached, and provide requested documentation. ( a ) Duty of furnishers of information to provide accurate information ( 1 ) Prohibition ( A ) Reporting information with actual knowledge of errors 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. ( B ) Reporting information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency if ( i ) the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate; and ( ii ) the information is, in fact, inaccurate. ( C ) No address requirement A person who clearly and conspicuously specifies to the consumer an address for notices referred to in subparagraph ( B ) shall not be subject to subparagraph ( A ) ; however, nothing in subparagraph ( B ) shall require a person to specify such an address. ( 2 ) Duty to correct and update information A person who ( A ) regularly and in the ordinary course of business furnishes information to one or more consumer reporting agencies about the persons transactions or experiences with any consumer ; and ( B ) has furnished to a consumer reporting agency information that the person determines is not complete or accurate, shall promptly notify the consumer reporting agency of that determination and provide to the agency any corrections to that information, or any additional information, that is necessary to make the information provided by the person to the agency complete and accurate, and shall not thereafter furnish to the agency any of the information that remains not complete or accurate. ( 3 ) Duty to provide notice of dispute If the completeness or accuracy of any information furnished by any person to any consumer reporting agency is disputed to such person by a consumer, the person may not furnish the information to any consumer reporting agency without notice that such information is disputed by the consumer. I want {$1000.00} per violation and removal of all inaccurate information, and removal of account that are listed in Exhibit A and B, and remove all late payments reported inaccurately and correct the missing payment history as outlined in below.
Company Response:
State: FL
Zip: 34758
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I opened a Bread XXXX XXXX with Bread Financial ( Comenity Bank ) in XXXX. This institution has not reported my card to any credit bureau ( XXXX, XXXX or XXXX ). I have made multiple attempts to request that my credit card get reported. I attempted phone calls and messaging their CSR department on their website. The response is the same : " We are having technical difficulties ''. I have waited 5 months, but the problem remains unresolved. Here are the messages : From : Comenity Bank Sent : XXXX, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Credit Bureau Reporting Message ID : XXXX I am with Bread Cashback ( tm ) XXXX XXXX ( r ) which handles your XXXX credit card account. I'm here to help with your account needs. We recognize that you've recently made a payment, but it is not reported to the credit bureaus. I understand how this can be frustrating for you. Because of a recent system update, we are not reporting account updates to credit bureaus while our processes get aligned for accuracy. We have our customers ' best interest in mind, and will soon resume our standard practice of providing updated account information to the consumer reporting agencies with each account billing. On behalf of the bank, I apologize for the inconvenience. If you have any questions, please click the reply button. Sincerely, XXXX XXXX XXXX XXXX XXXX Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Why is this card still not appearing on any of my credit bureau reports? From : You Sent : XXXX, XX/XX/2022, XXXX AM ( ET ) To : Comenity Bank Subject : Re : Credit Bureau Reporting Message ID : XXXX Why is this card still not appearing on any of my credit bureau reports? From : Comenity Bank Sent : XXXX, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Credit Bureau Reporting Message ID : XXXX We have received your information and the request has been forwarded to the correct department. If additional information is needed, you will be contacted in the Secure Message Center. Thank you for your patience while the request is being processed. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Is there an ETA by when this issue will be addressed? I have already received XXXX billing statements, but this card is still not appearing on any credit bureau. From : You Sent : XXXX, XX/XX/2022, XXXX XXXX ( XXXX ) To : Comenity Bank XXXX : Re : Credit Bureau Reporting Message ID : XXXX Is there an XXXX by when this issue will be addressed? I have already received 3 billing statements, but this card is still not appearing on any credit bureau. From : Comenity Bank Sent : XXXX, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Credit Bureau Reporting Message ID : XXXX I am with Bread Cashback ( tm ) XXXX XXXX ( r ) which handles your XXXX credit card account. I am here to help with your account needs. Hi XXXX! I understand your concern. We planned a system update, and are still experiencing issues that impacted our ability to serve our customers in all channels, including credit reporting. I apologize for the inconvenience this disruption has caused. We are continuing to work to restore additional services as quickly as possible. If you have any further questions, please contact us at XXXX, and request a supervisor. Thank you! XXXX XXXX XXXX a registered trademark of XXXX XXXX XXXX This XXXX is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX. Sincerely, XXXX XXXX XXXX Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- How long before this card appears on my credit reports? Which credit bureaus do you report to? From : You Sent : XXXX, XX/XX/2022, XXXX XXXX ( XXXX ) To : Comenity Bank Subject : Credit Bureau Reporting Message ID : XXXX How long before this card appears on my credit reports? Which credit bureaus do you report to?
Company Response:
State: GA
Zip: 30093
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: 2022-12-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This is in reference to my Comenity XXXX Mastercard. Phone Number on file XXXX This interaction occurred XXXX. On two several dates, i have called to pay my balance in full. Back in XXXX XXXX in the amount oXXXX XXXX and XXXX in the amount of XXXX. After that the system generated a XXXX finance fee which carried over for XXXX months with late fees. I was unaware of the situation being that i assume i paid in Full before due date and only have access to electronic statements. I called on XXXX XXXX at approximately XXXX XXXX XXXX and was treated with a cold, unfriendly, condescending employee who I hope you can identify since the calls are recorded. She cut me off and transferred me to collection dept and then the phone got mysteriously disconnected. She job performances need to be addressed and she clearly can not deal with problem solving. after two more phones calls, the second one being disconnected again during a hold/transfer. I finally called back the third time and spoke with XXXX who went above and beyond to help me and not talk over me. XXXX was able to see what I was disputing and assist me in a professional matter. I would like to give her a recommendation for her professionalism and help. Finally a good one!
Company Response:
State: FL
Zip: 33897
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I was charged for late fees due to their system being down and i have reported this and they have still not waived my late fees, I have had this issue now with the last payment atlas please work something out i am enrolled in the credit protection as well and this has not been resolved.
Company Response:
State: NY
Zip: 10550
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I had a hard inquiry on my credit report without any information but the company name and address. After being transferred to XXXX different departments they told me they couldnt help me unless I knew the company ( ie : XXXX, XXXX XXXX, XXXX ) I told them I had no way of knowing that since I was reporting fraud and I didnt apply for the credit card and they told me they couldnt help me until I got that information.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A