Date Received: 2022-11-29
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: received hard credit inquiry from my XXXX acct from Comenity bank XXXX XXXX for credit card. called XXXX and was told this was credit card application. called comenity / XXXX and they confirmed this. they used my ssn and my address but had different phone number and email when application occurred on XX/XX/26. the company has canceled the application. this is second episode that has occurred to me in past XXXX mos.
Company Response:
State: CA
Zip: 90275
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: 2022-11-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My Triple A credit card was transferred from XXXX XXXX XXXXXXXX to Comenity Bank in XXXX. I pay this card balance in full every month using my checking account bill pay option. The full payment was made in XXXX and the only change to the payment for XXXX was the amount. The XXXX payment was due on XX/XX/XXXX, the electronic transfer was made by my bank on XX/XX/XXXX and according to my bank, was received by Comenity on XX/XX/XXXX ( the due date of the bill ) in the amount of {$2200.00}. Comenity has not applied the payment to my account and I have sent several messages referencing making payments thru their website despite my explaining repeatedly that it was a billpay thru my checking account. On XX/XX/XXXX I spoke with an agent ( XXXX XXXX and she stated that I would not be penalized or charged interest on the balance. I requested a stop payment on the payment thru my checking account and they provided documentation that my payment was made and received. I submitted the documentation to Comenity. My next statement included a finance charge of {$84.00}. More requests wee submitted thru Comenity 's online communication system to remove the charge, credit the payment and correct the rewards that have stopped accumulating. Comenity 's response was that they were not " able '' to remove the finance charges as they are " correct '' because the bill wasn't paid in full the prior month. They stated they were 'investigating ' the payment and it would take XXXX days. So I have to pay an interest charge because they failed to process a payment correctly. I have to pay the balance again to avoid finance charges for a second month ( and a third ). None of these problems occurred with XXXX XXXX XXXXXXXX. When Commenity took over the account, they didn't send a bill, but sent an e-mail stating to make sure payments were made on time since they changed the due date. Their website is frequently down, so getting the payment information without a paper bill was a challenge. Their responses are obviously 'canned ' responses and the person handling their customer service demonstrates a lack of interest in actually resolving the issue. I spoke with XXXX on XX/XX/XXXX and she made her annoyance with dealing with my call obvious. I am seeking the correct application of my payment, retroactively posted to the due date. The removal of the interest charges. I would like these adjustments made in a timely manner so I can pay the actual amount due for the next statement billing date and not pay for the previous payment again and paying the interest. At least suspend those charges until the investigation into the payment is completed. After several attempts to send an online communication and having their website down, I looked to XXXX to reach them and found that most of the comments were very similar to mine. That the transition from XXXX XXXX XXXXXXXX was a disaster, that Comenity does not apply payments correctly or promptly, that their website is dysfunctional, and that their customer service agents are not helpful. Thank you for your time and attention and any assistance you can offer.
Company Response:
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: For 3 months now I have not been able to login to my online account. Have called multiple times where representatives have tried to delete my registration but have not worked. Everyone just says they cant help me. Can not even make payments using the website.
Company Response:
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Payment was sent through my bank on XX/XX/22 for {$700.00}. I called Comenity Kay Jewelers credit card and inquired about why my payment had not been posted on XX/XX/22, almost a month after I sent it. The operator told me he did not have record of that payment and that my account was now past due. He cancelled the late fee but told me to cancel my {$700.00} payment sent because it was never received by them. I did as instructed and the next day my payment was posted to my account with a date of XX/XX/22. Someone at Comenity found my payment after my call and posted it after I contacted the bank to cancel payment. The payment was removed from my Comenity account once the bank informed them the payment was cancelled, causing my account to reflect that I was in default. I had to call Comenity again to speak with someone who told me I am now in default and owe late fees, only to have to explain to her again like I did the previous person what had happened. She cleared the late fee but warned me that of I was late next month they would not only charge me with a late fee for that but also for this mix up on their behalf. I have bank statements to back up my timelines ( available if requested ), and I'm sure my account with Comenity will show what they've done to my account. Sounds like the goal for them is to charge me finance fees and late fees and my expense, even when I am making more than my minimum on time payments.
Company Response:
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Negligent to report accurate XXXX balance. Company has not reported since XXXX. XXXX account numbers on credit report- inaccurate. ( XXXX and XXXX ) Agent explained that only XXXX XXXX XXXX. Company has not reported accurately since XXXX dur to a system upgrade, reported that they would update with credit bureaus within XXXX hours. Again, inaccurate. Request for XXXX balance letter could not be sent via email or system, only snail mail.
Company Response:
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX XXXX seems to still report a closed account from about 5 years ago at least. The account has been closed for a number of years ( XXXX or XXXX ).
Company Response:
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
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: On XXXX I opened an account with XXXX XXXX in order to receive an in-store discount promotion. The total was about {$240.00}. On XXXX XXXX XXXX I paid the entire balance that was owed on this account. However, on XXXX after I made the payment, Comenity placed an interest charge of about {$5.00} on the account. I received no notice or statements about this until mid-XXXX XXXX Comenitys telephone and web services were interrupted during this time, and they notified customers that any late fees that were accumulated during that time would be waived. Due to this service interruption, I wasnt able to speak to anyone from the company until on or about XX/XX/. I explained that the entire balance had been paid off and that I received a finance charge after I paid and was not notified until they started adding excessive late fees, service charges and other finance charges to the {$5.00} charge, and that their call center and online service center said they would remove the late fees if they were charged. The lady said that she would remove the charges, and did so, bringing my account to a {$0.00} balance. However, as they did previously, they reversed a {$7.00} charge from that correction AFTER I spoke to them, and did not provide a reason for why, nor did they notify me. They reversed the charges the next day after I called them, no reason was given. I was not made aware of the new charges until after I was impacted by Hurricane Ian on XXXX I called Comenity after, in XXXX XXXX asking them why I owed them all this money when I paid everything off in XXXX XXXX XXXX and why did they reverse the charges after I spoke to them in XX/XX/. The representative was not able to provide an answer, only stating that I owed the money. I requested to file a dispute and informed them that I would be filing disputes with my credit bureau agencies. I disputed twice with XXXX and XXXX, and they are both reporting the wrong information from Comenity. To make matters worse, Comenity stated that when I opened the dispute with them, they would stop calling, texting, and attempting to collect the debt during the investigation period, which could take 30-60 days. However, Comenity has continued to call me and text me, and attempting to make me pay over {$100.00} for a supposed {$5.00} fee they charged me for and never provided documentation. Whenever their customer service reps call and I remind them that Comenity has ( supposedly ) opened a dispute, they say, Oh yeah, I see it here, sorry for the call. ( Why would Comenity reps continue to call, harrass and text me if were supposed to be in the midst of an investigation? ) As of the date of filing this complaint, Comenity has not provided any documentation that they are disputing the matter to me, no progress, updates or results. They have continued to report that I owe them $ XXXX all of which are made up charges, late fees, and finance charges. I paid this card off, and they have been destroying my credit and my life over {$5.00} they had already waived, and this is fraudulent, stressful as a Hurricane victim to deal with this company, and deceptive and wrong to say I owe them over {$100.00} when I have NEVER USED the card since I opened it in XX/XX/! Please learn from this - screenshot everything, even if its paid off, because any company, especially Comenity/Childrens Place , will reverse it in hope that they will exploit the fear of destroying your credit, in order to make you pay them for fees and charges you never owed.
Company Response:
State: FL
Zip: 33936
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I paid off my account which had grown to 100 % usage. It took several hours over several days to access my account online, and now they're not reporting to the credit bureaus. This is hampering my getting a mortgage in three ways : total debt, credit usage, and resilience index scores. I emailed customer service and was told that they had a system upgrade in XXXX and we're not yet ready to update reporting. It is almost XXXX. I have registered complaints through XXXX of the credit reporting bureaus.
Company Response:
State: TX
Zip: 77504
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, my XXXX credit card was switched from XXXX XXXX XXXXXXXX to Comenity Bank without my knowledge. This involved new account number and cards even though I had several years left before expiration. At least XXXX of my automatic payments were not paid as a result. I called and was told I would receive a new card within a week. On about XX/XX/XXXX, I called again and was told I would receive the card the next day. I did not. On XX/XX/XXXX I received a bill by mail for {$190.00} which upon review accurately reflected some charges made before the new card was issued. On XX/XX/XXXX I sent in my payment. On XX/XX/XXXX, having still not received the card I called to cancel the account. I asked if they had received my payment, they said yes and verified the amount. I asked, " Do I now have a XXXX balance? '' and was told yes. I said, " Please cancel the account. '' She said yes, no problem. The next day I finally received the cards and shredded them. The new number was never activated. On XXXX XXXX I received an email bill from Comenity for {$25.00}. Upon calling I was told this was for a late payment. The due date was XX/XX/XXXX, I sent it in via XXXX mail on XXXX. Recall that the XX/XX/XXXX call confirmed their receipt and that I had a XXXX balance. The XX/XX/XXXX call claimed the payment was not received until XX/XX/XXXX. They promised to remove the late charge. I tried again to close the account and was told I would receive a mailed confirmation of the closure in XXXX week.
Company Response:
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This company is harassing me. I have proof of my phone records, today Saturday XXXX 2022 they have called my phone XXXX times in less than an XXXX to collect debt. They called at XXXX, XXXX, XXXX, XXXX. If this isnt harassment to collect a debt I dont know what else is.
Company Response:
State: TX
Zip: 78229
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A