Date Received: 2022-11-16
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: This account has not been updated in a long time, 6 months, and are showing higher balances that what is update to date and is affecting you mortgage application. I have a XXXX balance and the creditor does not report accurately to credit bureaus. Creditor : XXXX XXXX
Company Response:
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: This account has not been updated in a long time, 6 months, and are showing higher balances that what is update to date and is affecting you mortgage application. I have a XXXX balance and the creditor does not report accurately to credit bureaus. Creditor : XXXX XXXX
Company Response:
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: A payment in amount of {$2.00} was made on XX/XX/XXXX, did not show in pending payments, a duplicate payment was then made on XX/XX/XXXX, both of which posted to XXXX account ending in XXXX, bringing the account to a credit balance of {$2.00}. For whatever reason, possibly due to technical issue, initial payment did not show as posted or pending, hence duplicate payment made which now brings account to a credit balance of {$2.00}. I request check mailed to me for this amount.
Company Response:
State: CT
Zip: 06320
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Comenity Bank has not report on my Victoria Secret or My BJs Perks Mastercard. I have contacted XXXX and they stated they will request a manual update as far as BJ 's Mastercard no one I have spoken to have been able to help me and keep referring me to the contact the credit bureaus. I am frustrated to no avail with the lack of help from Comenity and the lack of knowledge from the customer service reps.
Company Response:
State: NJ
Zip: 08873
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: On XX/XX/XXXX, I was advised that Comenity Capital Bank would be taking over my existing XXXX XXXX XXXX credit card from XXXX XXXX XXXXXXXX and a new card would be issued as a XXXX XXXX XXXX XXXX Credit Card. I was advised that I could 'expect my new XXXX XXXXXXXX XXXX XXXX to arrive no later than XX/XX/XXXX '. It was further stated that I would be unable to make payments on account on XX/XX/XXXX but payments would resume on XX/XX/XXXX... .and that by this XX/XX/XXXX my new credit card should have arrived for me to activate! Instructions were given for online account management and activation. And if there were questions to call XXXX. Well, XX/XX/XXXXXXXX XXXX XXXX came and went, but it was a weekend so I watched for my card to arrive ... By XXXX of XXXX I started calling but discovered the customer service phone number is only helpful IF you have your card number or account info. Of course, without a card I could not activate or establish an account. There is an option to enter your contact info as well as SS # detail but it reported there was no account for that info! Well, duh, without receiving a card at all I was in a real Catch 22. On XX/XX/XXXX, I composed a letter and mailed registered mail to Comenity Capital Bank, XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, explaining that I need a replacement card mailed. The USPS tracking # XXXX showed the letter arriving at XXXX XXXX XXXX on XX/XX/XXXX. I now realize that it is no doubt still sitting in the mail box with no one bothering to pick up the letter. Tracking says XX/XX/XXXX - Moving Through Network - In Transit, Arriving Late and no further info. On XX/XX/XXXX an email welcomed me to Comenity and advised me to activate my card .... of course, I still had received no card to activate. I traveled out of town XXXX XXXX but continued to monitor the USPS as well as emails. I received email XX/XX/XXXX - " Please be aware that the payment due date for your new XXXX XXXX XXXX XXXX XXXX Credit Card ( account ending in XXXX ), is different than the date assigned by the previous bank that serviced your XXXX credit card. '' Aha, now I know my account does exist and ends with numbers XXXX!! HoOWEVER the news that my account is due on XXXX instead of XXXX was quite disturbing. Partly because I was arriving home from a family visit and would need to take care of this problem asap, before the XXXX. Extenuating circumstances : On arrival back from family trip, my husband had a XXXX XXXX ( XX/XX/XXXX ) and was hospitalized in XXXX XXXX XXXX from that evening until his death XXXX XXXXXXXXXXXX XXXX on XXXX. While traveling I had my mail held but did retrieve it on Mon XX/XX/XXXX - no credit card in the mail that had arrived! On XXXX I received email reminding me to activate my Card!!! Back to extenuating circumstances : My husband entered XXXXXXXX XXXX on Sunday XXXX - I made a quick trip home to get what I needed to stay with him and found the credit card in the mailbox! My husband passed on XXXX so it was XX/XX/XXXX before I could go online and activate the card and actually make a payment. It appears my statement posted on XXXX and shows a late fee of {$29.00} on XXXX and an interest fee of {$7.00} posted on XXXX. Please note at the time of the late fee ( XXXX ) and the interest fee and statement closing ( XXXX ) - I HAD STILL NOT RECEIVED NOR ACTIVATED THE ACCOUNT CARD!! I made a full payment of the expected balance plus late fee and interest fee {$440.00} and it posted to the account on XX/XX/XXXX, XXXX XXXX, imagine that! I have numerous complaints as to the integrity of this company and it's nonexistent customer service during this time of transition with XXXX. My request to settle this is to have Comenity remove the late fee charge AND to NOT submit this late payment to credit bureaus. If this is not settled as requested I will pursue disputes with credit bureaus as well as post this complaint to all known online entities for Consumer Fraud and Bad Business practices. XXXX I do not consider the email from the President XXXX XXXX offering POINTS as a way to apologize for the huge faux paux of this disastrous transition to be adequate in any way to cover the extreme time-consuming effort on the consumers to correct these errors. ( letter is documented in attachment )
Company Response:
State: AR
Zip: 726XX
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2022 my floor & decor credit card was permanently closed for no reason I tried to resolve this issue and was told possibly it may be reopened but it was not I was later informed today on XX/XX/2022. When I applied for this card my personal credit was also inquired as a result of receiving this card.
Company Response:
State: MI
Zip: 48092
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
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: XXXX XX/XX/21 I made a purchase from XXXX for {$150.00}. On XX/XX/21 I contacted as the item had not been received and was told it had been delivered previously. I informed XXXX that I had not received the items. XXXX made suggestions to ask my neighbors if one of them may have picked it up. That would not have happened and they would not turn the packet over. The next day I called again and once more I spoke with XXXX who was rude and disrespected me like a common thief- she said the only way to get credit is to sign an Affidavit- The form was sent while I was away- A series of phone calls were made to them denying receipt of the affidavit. XX/XX/21 I sent a 2nd copy and followed up with a string of phone calls- again, they had not received any of the XXXX copies. XX/XX/21, XXXX and XX/XX/21 XXXX said they did receive the document, but nothing could be done pass XX/XX/21. Not once during any of the phone conversations was I told there was a deadline. I contacted and filed a report with the Attorney General 's office and they intervened on my behalf trying to resolve the issue- to no avail. XXXX XXXX XXXX XXXX and Comenity Bank. The bill is now {$490.00} or thereabout with no resolution. I have copies of the correspondences with myself, the Attorney General Office, XXXX, XXXX XXXX, and Comenity BankXXXX They are stating that I am responsible for the item once it has been mailed ; how can I be held responsible for something that I did not get. Further, the affidavit did not state a deadline to return the form. Recent correspondence received indicated that they had indeed received the 1st copy which they stated was unsigned. Yet all the time they were denied receiving any documentation. It took 58 days from Maryland to get these 2 copies to Texas. Am I to believe that our USPS is so broken. I would appreciate some assistance in resolving this matter. By their own admission 105 days I find that very difficult to accept.
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I purchased a couch from Arhaus in XXXX and took advantage of a 0 % promotion for 2 years but chose to pay off in equal {$950.00} installments automatically through my bank over that 2 yr period but the last payment ended up less and I paid it a few days late. The Full Balance due was paid on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and interest was paid on XXXX XXXX XXXX XXXX XXXX XXXX XXXX in advance of the correspondence but they never reversed the Late Fee as granted below and continue to charge Late Fees and Interest to date on an account that had no balance due. In addition they continually delayed responding to messages in order to run up additional fees which now total {$91.00}. This is completely invalid as they received every dollar owed timely and this is simply a case of predatory & unscrupulous finance practices. The below is the correspondence I had with Comenity Bank on my Arhaus Credit Card. From : You Sent : Wednesday, XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX XXXX To : Comenity Bank Subject : Late Fees or Finance Charges Message ID : XXXX Good morning I'd like to respectfully request a courtesy waiver of the late fee and interest charge on my account last month in the amount of {$29.00} & {$2.00} respectively. I have made all payments timely since I have been a cardholder in XXXX and was only late due to the fact that I was aware my final payment was less than the monthly I had been paying since inception of the account. Once I was aware of the amount the payment was made in full immediately. Please advise if you will accommodate. Kind regards XXXXX XXXX From : Comenity Bank Sent : Saturday, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX ) To : You Subject : Re : Late Fees or Finance Charges Message ID : XXXX I am with Comenity Bank, which handles your credit card account. I'm here to help with your account needs. We credited your account. We're happy to let you know that we have credited a {$29.00} late fee to your account, as a one-time courtesy. You can expect to see the credit applied to your account in 2-3 business days. To avoid further late fees, please make sure we receive at least the full minimum amount due by XXXX XXXXXXXX XXXX on your scheduled due date. This late fee credit is dependent on making your next payment on time. If you fail to make the minimum payment due on or before the due date, this late free credit will be reversed and a new late fee will be assessed. Thank you for your loyalty and have a great day. If you have any questions, please click the reply button. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity Credit Card ( XXXX Rewards ) MISLED ME, abused me, and put me through financial hardship by neglecting full dusclosure! On XXXX I reached out to the credit card about being defrauded XXXX $ from XXXX XXXX. Since day XXXX, I have told them about what happened. THEY NEGLECTED to tell me a THING about my account being blocked AFTER they got the defrauded {$980.00} back! I have ben transparent with this unethical company about the fraud, my police reports, my need in the middle of a move for the funds. I begged them for helped but they mostly ignored my pleas with their MISLEADING generic message that I had nothing to worry because they would not report my account while the fraud was looked into. THESE NEGLIGENT REPRESENTATIVES NOT ONCE told me I needed to make payments on the stolen funds so they wouldn't PUNISH ME by blocking me access to my defrauded money they got back. I sent them letters, evidence, police reports. THESE IMMORAL REPRESENTATIVES misled me, even as I stressed the problem. NOT ONCE WAS I INFORMED that my account was considered past due, that they would punish ME for the problem, and that even if I made a payment today, they ABUSIVE COMPANY is punishing ME for being victim of fraud! THEY IGNORED ME, MY PLEADS, and simply sought to benefit from a thrid-party fraud with MISCOMMUNICATION and NEGLIGENCE. I DID NOTHING WRONG. I was not informed ONCE about " being past due '' in NONE of the communications ; they simply said I wouldnt be reported to credit reports. THIS IS DIGUSTING! ESPECIALLY BECAUSE SINCE DAY XXXX I BEGGED THEM FOR HELP, and they neglected to be fully honest. Now, this unethical company LIES that this can not be overwritten : Systems dont make themselves up! They have provided NO HELP, they punished ME for being victim of fraud, and they DID NOT NOTIFY ME ONCE about what was happening. I wrote to them at least twice a week with evidence and asking questions. THEY NEGLECTED TO INFORM ME of this! I am in a dire situation, they knew about it, and now are defrauding me of my defrauded funds! I DID NOTHING WRONG! THEY DID NOT INFORM ME, they are negligent and I demand access to the money! They did not inform me that they would do this!!! I should have access to the funds! If they considered the refund of the defrauded funds they should count that as payment and allow me access to the funds. THIS IS DISGUSTING and they chose to neglect me and further abuse me!!!
Company Response:
State: WA
Zip: 98373
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: My credit card account was transferred to Comenity sometime in XXXX or XXXX of XXXX. I did not receive a statement for XXXX. I had to call XXXX XXXX XXXX to inquire about which company my account had been transferred. They told me Comenity. I was able to find a phone number for them and called them. They said they would send out a statement, which they did. The problem is now they want a double payment ( which I can not afford ) AND they tagged on a late fee of {$28.00}. I just called and she said that she would NOT remove that fee or the double payment due. I also let her know that I could not register online to pay my account. She said that my account number had changed and they would send me yet ANOTHER statement with the new account number. She did not have an explanation of why they did not send the correct/new number with the statement they JUST mailed to me. She told me it would take seven business days to receive my new statement with the new number. I let her know it would most likely not reach me on time, as it would be delivered past the due date. She told me there was nothing she could do and I would have to pay yet ANOTHER late fee ( this one {$39.00} ). This company has MANY online complaints from other consumers with the same problems and complaints. I know I'm not the only consumer having problems with them.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A