Date Received: 2022-11-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: For over a month I have been unable to log into my account at XXXX : XXXX Every time I try I get an error referencing a technical glitch. This also happens when I try to reset my password. I am certain I am using the correct username. I have tried logging in from the app and on a web browser. Last month I was able to pay using the easy pay feature but today I can't even log into that. I am currently in the position of not knowing my balance, when my payment is due and without any means to make a payment. I can not send a message to the company unless I am logged in, which I can not do, and it is difficult for me to make a phone call. In a web search for a solution to this problem, I see complaints regarding this technical glitch spanning the past several months.
Company Response:
State: VA
Zip: 23323
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: I have a mastercard from COMMENITY BANK. COMMENITY bank has not updated to the credit bureaus since XXXX 2022. I have made payments in XXXX, XXXX, XXXX and XXXX and nothing is being reported to the credit bureau. I have spoken to the bank and I was informed that the system was updating and my report should be updated in XXXX 2022 2022
Company Response:
State: MA
Zip: 02062
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have a Farmer 's Rewards Visa administered by Comenity Bank that I earn 3 % for XXXX XXXX charges. In XXXX, XXXX, they sent a letter saying the program was being discontinued as of XX/XX/XXXX and that I would have until XX/XX/XXXX to redeem the rewards. I made my final transaction on XX/XX/XXXX for {$380.00} which should have produced {$11.00} in rewards. Their website says that transaction earned XXXX rewards even though it was made before the end of the rewards program. I have tried to contact them numerous times, and up until a week or so ago, their answer was " Our systems are being updated ... be patient ''. Now, when I try to call, they say my account is closed. I understand the program was discontinued, but that does not mean they should close my card and ignore my rewards ( in addition to the {$11.00} I should have earned on XX/XX/XXXX, I have a previous rewards balance of {$35.00} ). I submitted a complaint to the XXXX XXXX XXXX and Comenity responded with a letter ( attached below ) that did not address my concerns but simply said to call the number on the back of my card. As I mentioned before, when I call that number, the system just hangs up when I put in my credit card number because it says it's a closed account. The XXXX XXXX XXXX said the business sent a letter and had satisfied the complaint ( they really didn't ). Please help me to recover the rewards I rightfully earned.
Company Response:
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In XXXX of XXXX, we purchased {$14000.00} worth of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX which had a XXXX 0 % interest promotion financed through Comenity Capital Bank . This loan ( account number XXXX XXXX XXXX XXXX ) was on a monthly payment plan to ensure the full balance was paid off within the XXXX promotional period. Then in XX/XX/XXXX, we made a 2nd purchase which also had a 12-month 0 % interest plan, and was told by the reps at the XXXX & XXXX XXXX XXXX XXXX XXXX FL store that it would be a 2nd/separate loan with its own 12-month 0 % interest promotional period. But it was not set up correctly, and the amount from the 2nd loan was added into the first loan which caused the first loan to go into default when its promotional period expired and has kept the account in default the entire time incurring more late fees and penalties until the full balance of both loans was fully paid off. Also, at the same time, the 2nd loan amount was added, and our account was changed to paperless without our consent which caused this issue to go unnoticed for a period of time. Once it was discovered, we first tried to contact the XXXX & XXXX in XXXX XXXX XXXXXXXX XXXX store manager who advised us there was nothing he could do, to contact XXXX XXXX the XXXX XXXX XXXX for XXXX XXXX XXXX and Comenity. XXXX advised us to submit/open a case with Comenity regarding this, which we did and were promptly denied stating nothing can be done due to it being more than 60-days. XXXX attempted to address this case with Comenity and was also denied for the same reason. We attempted to fight this with Comenity Capital Bank on multiple occasions and were told each time that the issue was caused by XXXXXXXX XXXX XXXXXXXX because Comenity wouldn't have added the 2nd loan amount to the first loan unless the instructions from XXXXXXXX XXXX XXXXXXXX indicated to do. Each time we requested/demanded for Comenity Capital Bank provide us with documentation/proof that the order was done improperly by XXXX & XXXX. Each time Comenity Customer Care Supervisors refused to do so and claimed that the document doesn't exist due to it being over XXXX ago old though Florida state law requires the retention of all loan origination documents for 7-years. The bottom line is, by Comenity Capital Bank improperly added the value of the 2nd loan into the first loan 's 12-month 0 % interest promotional period, it caused that 1st loan to default and incur over XXXX XXXX in penalties and fees. Comenity has refused to remove any of the late fees or penalties while providing zero proof that anything was done improperly by XXXX XXXX XXXX and they don't seem to have any systems in place to handle anything over 60-days old which allows them to categorically deny any situation like this.
Company Response:
State: FL
Zip: 34997
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I noticed when checking my credit report that a late payment was reported by Comenity to the credit bureaus. As explained over the phone, I believe that this was due to an issue with the paperless statements not being sent to me. As soon as I realized I had a balance on this card, I paid the balance in full. I've since set up autopay to pay the entire statement balance each month. I am under the impression that Comenity as a creditor must mail or deliver ( via email ) a periodic statement as required by XXXX for each billing cycle at the end of which my account has a debit or credit balance of more than {$1.00} or on which a finance charge has been imposed. As mentioned previously, I had not received a statement and had no way of knowing that a payment was due on this card. I believe that by me not receiving a statement, this prevented me from making a timely payment due on this account. I messaged Comenity attaching a copy of my email inbox containing all estatements sent to me for this account this year. As they could see, I did not receive any statements for this account prior to XXXX of this year. I am signed up for paperless billing and believe I should have been receiving these statements via email, as nothing was coming via postal mail either. I believe this was a technical issue or a glitch with Comenitys statement delivery and I should not be held responsible or penalized for their failure to issue me a statement as required due to technical issues.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity bank/ulta lowered my credit limit from {$400.00} to {$100.00} without notifying me, and have now closed my card due to purchases due to two returned payments that an account number was simply typed in wrong for. They lowered my credit limit based off of fraudulent info on my credit report and have now lowered my limit to {$100.00}. Rarely have I ever been late or missed a payment, but things happen. This card has been nothing but issues, from them holding payments until the next billing cycle even though my bank verified they were paid to lowering my credit limit without telling me.
Company Response:
State: WV
Zip: 26508
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Someone applied for a credit card in my name with Comenity capital bank on XX/XX/21 which caused me to have an inquiry on my credit.They said that they close the account, but they still never took the inquiry off of my credit. It was for a XXXX Credit card. My email address is XXXX and home address XXXX XXXX XXXX XXXX, XXXX. Ga XXXX.
Company Response:
State: GA
Zip: 30035
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: Hi, Comenity Bank has not reported any updated balance on my account since XX/XX/2022. I reached out several times to them. My balance is {$0.00} but it shows on my credit report that I have an outstanding balance of {$9000.00}. They sent me a message on XX/XX/XXXX stating that because of a recent system update they are not reporting account updates to credit bureaus while our processed align for accuracy. I would assume that they suppose to report after 90 days maximum, this is very inconvenient for me. Thank you for your help.
Company Response:
State: PA
Zip: 19083
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
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: Account is fraudulent and sent dispute letters to credit agencies and Comenity Capital Bank, spoke with supervisor 1 week ago, also told them that per O.C.G.A and F.C.R.A guidelines account needs immediate removal.
Company Response:
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 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 ant on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A