Date Received: 2022-11-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: When Comenity took over the XXXX XXXX card from XXXX XXXX XXXX I never received an alert or a new card. When I went to log into my new account I didn't have all the information I needed, I didn't know my new account number so I just closed the account and I was able to get a final balance. I eventually received a statement from Comenity with my final balance and I paid it off. I mailed a check on XX/XX/XXXX. I didn't set up the online bill pay because I couldn't find the whole account number on my statement and I couldn't get through the phone line. This month I received a statement that said I have a {$25.00} late fee because my check wasn't received until XX/XX/XXXX and it was due XX/XX/XXXX. There is no way it was received that late and if it was, it is the fault of the post office and my fee should be waived since I never am late and since it was postmarked way before the XXXX. And the only reason I didn't do online payment is because of the lack of information from them. I called them and was able to get through but customer service sounded like it was XXXX to XXXX and they have very little ability to do anything other than read through their script. She told me because I closed the account she could not waiver my fee. I closed the account because of the lack of information on my new account and the lack of availability of customer service. I am going to pay the fee right now because I don't want to risk them giving me more fake fees. But I would like the late refunded and I do not want a late payment on my credit score.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid the majority of the balance of my card with Comenity Bank off on XX/XX/XXXX per their own records. To date, they have not reported the balance reduction to the credit bureaus. I called on XX/XX/XXXX asking why it wasn't being reported. They said they did system updates and hadn't reported anything for anyone in months. They assured my they would report my updated balance on at the end of XXXX. It is now almost the end of XXXX and they still haven't reported.
Company Response:
State: OR
Zip: 97124
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was advised to write to you by your customer service department concerning my credit rating with your company. I have enjoyed a credit account with CCBXXXX for many years. During the course of our business association, I have honored and respected my account agreement to the fullest. I appreciate how wonderful your service has always been. Unfortunately, I was in a financial dilemma due to XXXX XXXX. As a result, some of my payments to you were delayed. Because your account with me is extremely important, I managed to borrow the money to cover the late payments. I made those payments 30/60 days late on a few occasions during the course of my situation, but I made sure to fulfill my obligation to ensure that your company suffered no loss. I am thankful and appreciative for the years of positive credit history that I have obtained through your company but now those late marks on my credit reports have become detrimental. I am trying to apply for a new job, but the negative remarks are hurting my efforts. The credit bureaus have advised me that they will report anything as instructed by you, but they need to have that instruction in writing. I am pleading with you to help me and take into consideration how good of a customer I have been and how long I have had an account with you.
Company Response:
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I currently have a XXXX XXXX credit card serviced through Comenity Bank. I was charged a late fee due to their website being unavailable and they refuse to remove it. Over the past 3 months, they have had technical problems with their website. When I attempt to pay my account through their website I receive a message that states : " We're sorry. A technical glitch occurred and your request could not be completed. Please try again. '' Usually, this message only lasts a few hours and I can get into my account and make the payment. This month I received this message from XXXX XXXX XXXX XXXX. I attempted to call the bank on the XXXX and received a message that their offices were closed. I was able to get into the website at XXXX on the XXXX to make the payment but at that point, it was past their XXXX deadline and I received a late payment. I tried to call them on the XXXX and received the message that their office was closed and that I would have to try again later. I attempted to call on the XXXX and spoke to a representative who shared that my account had been closed and he could not give me any more information. I received an email from the company informing me that I had received a late payment fee. When I attempted to call them they said that my account had been closed in 2020 and that they no longer serviced my account, so they would be unable to waive the late fee. When I asked why I was receiving bills from them if they no longer carried my account the representative stated that it was because I had a balance. I explained that I was unable to get on to my account because of a technical glitch and even attempted to log on while on the phone with the representative and was unable due to the same message. She told me that there was nothing that she could do because their website " looked fine to her ''. I offered to share my screen with her to show that I was unable to get in and she said that it was not necessary and that if I wanted to make a payment she would gladly do it for a {$9.00} fee.
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was advised to write to you by your customer service department concerning my credit rating with your company. I have enjoyed a credit account with COMENITYBANK/VICTORIA for many years. During the course of our business association, I have honored and respected my account agreement to the fullest. I appreciate how wonderful your service has always been. Unfortunately, I was in a financial dilemma due to job loss. As a result, some of my payments to you were delayed. Because your account with me is extremely important, I managed to borrow the money to cover the late payments. I made those payments XX/XX/60 days late on a few occasions during the course of my situation, but I made sure to fulfill my obligation to ensure that your company suffered no loss. I am thankful and appreciative for the years of positive credit history that I have obtained through your company but now those late marks on my credit reports have become detrimental. I am trying to apply for a new job, but the negative remarks are hurting my efforts. The credit bureaus have advised me that they will report anything as instructed by you, but they need to have that instruction in writing. I am pleading with you to help me and take into consideration how good of a customer I have been and how long I have had an account with you.
Company Response:
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2022 - XX/XX/XXXX I made payments totaling almost {$8000.00} to my Comenity XXXX Visa Credit Card. Since then they have not reported to the credit bureaus and my balance on the credit card still shows it's around {$8000.00} which is effecting my credit. I am coming up on trying to buy a house in the new year and I gave them time to have this figured out. I understand maybe it takes 30 - 90 days ( all of my other credit cards report when the statement period closes ). I originally contacted Comenity in the beginning of XXXX saying it's been over 60 days and they haven't reported. I was told it would be done in 7-10 business days and then it would happen, it wasn't reflected. I then called back XXXX XXXX and that person stated because XXXX 's was bought out by Comenity they haven't been reporting due to the transition and it would reflect in 30 days. I messaged them in the system and they sent me a message saying they are not reporting to the credit bureau yet because of the transition - It has been nearly 4 months and this is unacceptable.
Company Response:
State: AZ
Zip: 85282
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I was informed by a Consumer Rights Attorney to dispute this account before we file a legal complaint. XXXX and Forever XXXX ( Comenity Capital Bank ) is under SO MUCH VIOLATIONS when it comes to my credit report. First, I gave no written consent to them to report anything to my credit report. Second, There are INACCURATE information on my credit report so there is no way this is reporting to the maximum possible accuracy, therefore this account needs to be removed because it is in violation of 15 U.S. Code 1681b a2, 15 U.S. Code 1681i ( 5 ), and 15 U.S. Code 1681e ( b ). Also paid charge off accounts shouldn't even be reporting to my credit report due to your own reporting standards on the XXXX XXXX XXXX If this account is not removed, when this is taken to court I will make sure I receive my {$1000.00} per violation.
Company Response:
State: MD
Zip: 21236
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: After receiving a letter from the Company outlining the credit card to end as of the end of XXXX, XXXX and to be able to redeem the earned rewards till the end of XXXX, XXXX, I contacted customer service in regards to my rewards balance of XXXX even before the end of XXXX. I was told that I could transfer my rewards to my statement balance to redeem and have not been able to do that so far. I have contacted them every month up to date in regards to my rewards either by email, phone & mailed letter to redeem. I was told that they couldn't do the redemption due to updates and they apologize for that but are working on it. As of now, they have closed my account, I called them on XX/XX/XXXX again in regards to redeeming the points because they in fact show up on my statement, but was told again that my account is closed but that I could in fact have XXXX points per XXXX. ( customer service ). If they can give me XXXX points why don't they give me all of the points that I have earned through the years. I have been an excellent customer, have paid them a lot of money over the years and this is how I get treated. I've earned those rewards and I don't understand why they won't let me have them. I have also filed a complaint with the XXXX which they have sent the complaint to them but the card company has not reached out to me so that's when I called them again as stated above.
Company Response:
State: CO
Zip: 810XX
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Greetings, I have submitted my billing error dispute with Comenity Capital Bank to the address on the monthly statement I was sent as they requested via certified mail. Ive called several times requesting an update and also emailed their message center as one of their colleagues suggested. No one seems to know what Im talking about. I asked to be transferred to the dispute department only to find out there isnt one. I was then transferred to a pleasant young lady by the name of XXXX. She stated Comenity policy states it has up to 60 days to respond. I asked where was she reading from because thats not what is states on the papers I received from BJs. I ask that you contact XXXX/Comenity Bank to resolve my dispute.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XXXX XX/XX/XXXX XXXX XXXX terminated their relationship with XXXX XXXX XXXX. I held two credit cards via XXXX XXXX and did all my business on these cards. Without notice the cards were canceled and ALL balances and records identifiable with the cards were transferred to Comenity Bank. On XX/XX/XXXX, after having my XXXX cards denied at a doctors office, I returned home and found I had received the Comenity cards in the mail. As directed, I activated the Comenity cards on XX/XX/XXXX, and registered the cards for online banking. The online bank accounts are not/have not worked. Repeated calls to Comenity result in the same response-our technical team is working on the issue. In the meantime there is no way to review statements, make payments or claim rewards. I paid off my balance immediately via the phone and have no intentions of using the cards in the future. I however can not cancel the cards as Comenity is holding my financial records. I have no idea where my balance for cash rewards stands, I have no way to review balances for suspicious activity ext, and I have yet to receive a paper bill. I am one of hundreds perhaps thousands with these complaints.
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A