Date Received: 2022-10-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My credit lines with Comenity Bank have been incorrect since XXXX. The billing history and amounts are not reporting correctly. I made 3 formal complaints for resolution. On my last attempt the agent made a mistake trying to correct the issue and ran 4 new credit inquiries negatively impacting my score. They promised to correct this and it has been more than 30 days with no action taken. This cost me my refinance and has caused undo hardship,
Company Response:
State: MO
Zip: 64152
Submitted Via: Web
Date Sent: 2022-10-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-29
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: Hello, I have made a payment to Comenity Bank on XX/XX/2022. The card is under BJS logo. I have send them payment proof. Untill now the bank is refusing to acknowledge the payment. I have provided all the documents related to the electronic transfer from my XXXX XXXX account. Comenity bank still refuses to acknowledge the payment. I tried to call customers service and none of them was helpful as they did not have any authority to transfer me to a manager. When I finally talked to a manger after many phone calls and emails I was told there is nothing that can be done. I was advised to wait as the Comenity bank has computer issues since XX/XX/XXXX and can't locate payments of many customers.. I have been waiting since XX/XX/XXXX, we are at the end of XXXX. That is 4 months already. I need my money as I have a credit with them.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-29
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I asked to have this account closed due to very poor customer service. I also asked to have a confirmation letter sent to me to verify that they did close this account. Talked to at least 5 people. They all said they would either fax, mail, or send a letter thru their website messages. I have not gotten any! Also when I log into my account it is still showing that I have {$18000.00} line of credit. If the account is closed wouldn't it say {$0.00} since I do not owe any money? I want nothing to do with this company!!!
Company Response:
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2022-10-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-29
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Comenity Bank in XXXX, Ohio collections harassment. Calling using robo calls 15 times within 2 hours and outside of hours when they are allowed to call. This bank needs to be put on notice and fined for excess collection practices. My account was {$62.00} past due. They are in direct violation of the collection practices under US law. They are calling from XXXX and this is harassment. I would like them fined for all the harassment.
Company Response:
State: WI
Zip: 53140
Submitted Via: Web
Date Sent: 2022-10-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-30
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There are two unauthorized inquiries done on the same days one from comenitycapitol/XXXX & & XXXX Ive never even applied for any credit cards when I looked on my credit report it couldnt even provide information on the companies. When I tried disputing it the results came back fast to as if they didnt even check it because both of these were not done by me, nor did I apply for anything
Company Response:
State: TX
Zip: 77388
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid my full balance in XXXX and closed my account. It is still showing as {$8.00} over limit and open on all credit reports. They have not reported any information since XXXX.
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2022-10-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-30
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On my XX/XX/22 statement closing date, my balance was {$410.00}. It was due by XX/XX/22. I paid it in full XX/XX/22. I received my XX/XX/22 statement which clearly shows my previous balance as {$410.00}, and that I paid {$410.00}, yet they charged me interest fees of {$10.00}. On XX/XX/22 and XX/XX/22 I tried calling to dispute the charges and after waiting in excess of 4 hours and still unable to talk to a representative, I disconnected the call. On XX/XX/22, I reached out through secure message in regards to the issue and received a response XX/XX/22 saying I had a balance and that's why I was charged interest, which is incorrect. I responded back to them that was incorrect on XX/XX/22, and have gotten no response. After now weeks of trying to get this resolved, my payment is due XX/XX/22 and I want to pay my bill in full again, but not pay for interest I shouldn't be charged! Please see attachments showing the statements and response I received. This is horrible customer service and has taken significant time trying to get it resolved. I'm not happy with them at all.
Company Response:
State: NJ
Zip: 07860
Submitted Via: Web
Date Sent: 2022-10-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-30
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: I did a treatment in XXXX XXXX XXXX XXXX, because of the high cost, they offered me to apply for a XXXX XXXX XXXX XXXX to pay for the treatment of XXXX. The promotion was 0 % interest for 18 months starting in XX/XX/XXXX and ending in XX/XX/XXXX during the dental treatment they had to make another dental arrangement for which they offered me to pay it with a second promotion which started in XX/XX/XXXX and ending in XX/XX/XXXX. When the first promotion ended, the receipt said that I had to pay XXXX to avoid the interest. I always made my payments on time by sending more than the minimum required and I sent XXXX because I knew I had a balance on the second promotion. XXXX charged the full payment to the second promotion instead of splitting the payment to cover the balance of the first promotion and they are now charging XXXX for the interest. It seems very unfair to me since I have made my payments for 18 months on time and more than the minimum required. Consequently in XXXX, the payment of XXXX was applied to the interest but they are adding XXXX to the interest. I hope you can help me thank you.
Company Response:
State: CA
Zip: 91744
Submitted Via: Web
Date Sent: 2022-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
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: LETTER TO CREDIT CARD COMPANY Customer Service Comenity Bank XXXX XXXX XXXX XXXX OH XXXX XX/XX/2022 Customer Service Comenity Bank XXXX XXXX XXXX XXXX OH XXXX RE XXXX XXXX Account Number XXXX Dear Sir/Madam : I opened an account with XXXX sometime a couple of months ago. I do not speak much XXXX. My native language is XXXX. My husband is assisting me with writing this letter. I have received two statements in the mail. On statement dated XX/XX/2022 shows a balance of {$88.00}. There is a carryover balance of {$56.00} but I am not able to locate the previous months statement. The next monthly statement dated XX/XX/2022 shows a balance due of {$130.00}. We called your customer service phone numbers multiple times this past week. During all calls, the voice message stated there was a high call volume and please use the internet to access your account. I tried register and access the account on the internet at the log in page but the account is not found. When I called the customer service number either there was no person we could speak with and only automated service was available, or the phone tree ended and the line was cut off. My husband and I spoke with a couple of more representatives at customer service and no one was able to locate the account. XXXX XXXX XXXX XXXX XXXX XXXX XXXX Minutes XXXX XXXX XXXX XXXX XXXX XXXX XXXX Seconds XXXX XXXX XXXX XXXX XXXX XXXX XXXX Minutes XXXX XXXX XXXX XXXX XXXX XXXX XXXX Minutes We called on XX/XX/2022 and spoke with a representative who eventually escalated our issue to a manager. The name of the manager is XXXXXXXX XXXX XXXX XXXXXXXX. We asked XXXX to locate the account and give us the status and to help us access the account online. XXXX was unable to locate the account. XXXX were told there is a computer error message but never explained what that message was and there is nothing more we could learn about my account. What a dismal failure of customer service! Since the account does not exist in your system then where are these statements being printed and mailed from? Since we are not able to access the online information we are not able to review any of the charges in detail. Therefore we are unable to exercise any of our rights under Federal Law because we can not see the transactions and dates due to the account being non-existing. I dispute ALL charges on all statements since the opening of the account. I dispute ALL late fees on the account since the opening of the account. I dispute ALL interest charges on the account since the opening of the account. In good faith I sent a check in the amount of {$130.00} representing the balance due on the statement dated XX/XX/2022 to : COMENITY BANK-LOF MASTERCARD XXXX XXXX XXXX XXXX TX XXXX Im hoping the payment does not go to some fraudulent mailbox and I lose my money. The service experience was unsatisfactory and the fact your company can not locate my account is unbelievable.
Company Response:
State: NC
Zip: 27526
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: It has been over a year and I am still having issues with Victoria Secret and Comenity Bank. Victoria Secret and Comenity Bank make it nearly impossible to login to my account so that I may make payments on my credit card account. For several months their website would not allow me to login using my login credentials ( email/password ) so that I can make my payments online. I called and spoke to them about this on 3 separate occasions. Today I tried to login and had the same issue except this time it allowed me to update my password. I updated my password but it still will not allow me to login using my login in credentials. When I tried to login, I got an error message saying that no account exists with those credentials ( email address ) even though the online system verified my identity with that exact same email address. At this point it is my belief that Comenity Bank the issuer of Victoria Secret credit card is purposely blocking people from accessing their online accounts so that they are unable to manage their accounts and make on time payments. I have been experiencing this issue for over a year and I have had it. I have complained to Comenity Bank and when I did the customer service representatives are unable to fix the problem. I haven't been able to see my Victoria credit card transaction history in over a year, I have no knowledge of what I'm even paying for when I go into to the store and make random credit card payments. I have no way to verify that the transactions made on the account are even mine since I can not login to my online account and they do not send an itemized transaction report when they mail out the credit card billing statement. I can not provide my credit card number because every time my status changes, from " basic member '' to " platinum member '', the credit card number changes. I haven't had used a physical credit card to make purchases in over a year and make purchases in store using my social security number instead. The last time i spoke to a representative, i asked them to send me a new card so that i could login to the Comenity Bank system using my card, they never did. This all seems fraudulent and I would like assistance in getting Comenity Bank and Victoria Secret to fix their system and reimburse me of any late fees or fraudulent charges I have incurred because of their fraudulent system.
Company Response:
State: GA
Zip: 30035
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A