Date Received: 2022-10-28
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: Credit account was transfered to Comenity Bank by XXXX XXXX XXXXXXXX. I was not aware of the transfer until I tried to log into my account and got an automated message saying to call the number on the card. I have no card. Looked the bank up via XXXX. Got in touch with a service rep on XX/XX/XXXX was informed card would take 7 to 10 business days. Called back on XX/XX/XXXX. ( XXXX XXXX XXXX ). Service rep wanted my social security number, I refused to give it. I asked him what address did they send the card to, he couldn't tell me. I received a bill from XXXX XXXX XXXX credit via my e mail. I want this account closed. I want access to see what charges were made.
Company Response:
State: TX
Zip: 79934
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Comenity Bank- Victoria Secret credit card. Last reported XX/XX/2022 I am trying to close on a home and this is impacting my rate and holding up the closing process. I have made multiple attempts for over 2 weeks with NO resolve. Ref # XXXX to XXXX told use automated system for a XXXX $ balance system update has prohibited from updating to credit report she stated. Ref # XXXX XXXX helped set up portal said XXXX $ balance will show up in 24 hours fill complete a form to update bureau in 45 days. Could not access portal called back representative? said I need to get a family member to help me log on since I have issues accessing portal with XXXX XXXX. Family member has XXXX XXXX and could not access either received an error message each time. Called on a three way with family member and representative XXXX XXXX up on us. Ref # XXXX XXXX will going to submit urgent request to dept that faxes out the XXXX balance summary so this can be faxed to lender still no fax. XXXX also was aware there was an issue with the portal that information can not be accessed by customers. Called again today spoke with a rep and she said the Ref # XXXX XXXX to call back today promised to create a complaint sheet to coach the sr 's who provided incorrect information each time as well was to email this was an urgent matter to the fax dept and call back it is now XXXX XXXX and still no one has gotten back to me. This process has been going on for over 2 weeks now they are not reporting information to the credit bureau, the fax they say is broken and the portal does not work to access and down load secure statements. This type of service and behavior is not acceptable and is negatively impacting my interest rate and ability to close on my home. The Comenity company has given nothing but excuses, the run around and very poor service. Please help me.
Company Response:
State: FL
Zip: 32221
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: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XXXX/Comenity/Victoria A fraud packet was sent to XXXX XXXX XXXX and XXXX which is complete and within the parameters to be blocked under section 605B. Block of information resulting from identity theft. Per XXXXXXXX they stated that once they receive my packet, upon initiating the dispute, XXXX sent over a copy of the affidavit as well as the police report and all relevant documentation to assist in their fraud investigation. Upon communicating with Victoria fraud department, they stated that they did not conduct a fraud investigation in fact, they said they only investigated it as a dispute and were not in possession of the documents sent to XXXX. The process governing investigating identity theft claims was not performed in this situation. Documents that were supposed to be provided were not provided, and Victoria secrets corporation failed to conduct a fraud investigation on this account which created a long term insertion of this fraudulent information on the credit report. If the collection agencies fail to do a proper investigation into identity theft, then the consumers left no true and honest way to correct their issues from being victims of fraud.
Company Response:
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2022-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: BJ 's issued a credit card unbeknownst to me. I went in person to BJ 's in XX/XX/2022 to tell them I was NOT renewing my membership for {$55.00}. I then got a bill for {$55.00} on a MasterCard that I never asked for. I went back to BJ 's in person to ask that the {$55.00} charge be removed and to close my credit card. The lady with whom I spoke said she would take care of it - clearly, she did not. I've been back and forth between BJ 's and Comenity Capital Bank all this time now with NO resolution. I've sent Comenity CB a letter via mail and BJ 's an email. I did see that Comenity CB has a lawsuit pending since XX/XX/2022 regarding credit card usage. All I'm asking for is that all the late fees/charges now totaling {$110.00} go away and that Comenity CB closes my credit card. This card was issued fraudulently as I was totally unaware it even existed. Thank you for your assistance in this matter.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I paid Comenity credit card with a bank check ( XXXX # XXXX {$1800.00} ). The bank check was to pay off Comenity and move balance to my bank credit card. Comentiy received the check on XX/XX/2022. They applied the check and then immediately disavowed the check and charged me fees. I was able to speak to a Comentiy representative and they did not know why the check had been disavowed but said they would research and get back. They DID NOT. I used the email system on the website and was told to call them. I have called them more than 10 times. You press all the buttons and then the system hangs up on you. I contacted my bank, and they could not understand why the check was disavowed. I have been waiting for them to call back with the reason the check was disavowed. Still waiting. I sent another check # XXXX on XX/XX/2022 by registered priority mail. The bank check is good only until XX/XX/2022.
Company Response:
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
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: This is a follow up to my complaint # XXXXsee copy attached. In response to that complaint, I received the attached letter from Comenity bank dated XX/XX/XXXX. This totally unacceptable generic response to my issues with Comenity Bank is attached. It provides absolutely no details regarding what they did to investigate, what they found or didn't find find, their efforts to locate the money previously sent to the bank, any acknowledgment that they received documents which were sent to them at their request, or any other detail regarding their 'investigation '. In addition, they make a generic request to send supporting documentation which was already sent to them. Their 'generic ' letter is meaningless and most likely a 'standard ' letter sent to everyone and anyone. This has been going on for months and their incompetence is simply inexcusable. Since they asked me to respond to their letter 'with any further information ' I attach my response to them dated XX/XX/XXXX. I did receive a generic letter from them prior to their XX/XX/XXXX letter which simply acknowledged the complaint and they would be looking into it, which they have allegedly been doing since XXXX. Incredible incompetence.
Company Response:
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Comenity has some kind of scam going on. I placed an order with XXXX XXXX, and as soon as I received the bill I tried to log on to pay online. Repeated efforts failed due to their supposed " technical difficulties ''. I had to order paper checks to pay by mail, so of course I missed the due date. The next month, I got a bill from XXXX XXXX with a late fee of {$45.00}. Needless to say, I refused to pay for their " technical difficulties ''. They have done nothing but harass me ever since with endless phone calls and monthly bills racking up {$45.00} a month for XXXX months now. They suggested I write to them to dispute which I did. Still the endless phone calls won't stop. XXXX XXXX is of no help. They have lost a customer.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XXXX XXXX credit card run by Alliance / Comenity Bank does not fulfill the promotion that they are advertising. This offer is currently displayed on their home page ( XXXX ), Get 5 % back on an XXXX XXXX gift card when using your XXXXXXXX XXXX credit card with 6 or 12 months financing on purchases over {$990.00}. We made a purchase under these terms on XX/XX/2022, and XX/XX/2022, and have not received the promised gift card. When I called XXXX XXXX on XX/XX/2022, the rep said the bank was responsible for fulfilling this and provided me with Alliance Bank contact info ( XXXX ). When I called Alliance Bank, the first rep said they were not aware of this offer. The second rep at Alliance Bank said this gift card should have been sent out within six weeks of our purchase, and then she dropped the call. The third rep at Alliance Bank informed me that XXXX XXXX is responsible for fulfilling this offer. It is a fraudulent posting as neither XXXX XXXX nor Alliance Bank are not fulfilling what they offer. This is false advertising.
Company Response:
State: MO
Zip: 641XX
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: 2022-10-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My card has had a XXXX balance since XXXX. Company sent me refund for overpaying towards balance on card in XXXX. Company says they report their account info to credit bureau every month. My credit report still states a XXXX XXXXXXXX balance on the card on multiple credit report agencies as of XX/XX/XXXX.
Company Response:
State: MN
Zip: 55060
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Good evening, On XX/XX/2022 between XXXX and XXXX I received a series of XXXX calls from XXXX XXXX that I attempted to answer more than once and also received a voicemail at XXXX asking me to call same number at extension XXXX. I called back and was transferred to XXXX XXXX at XXXX XXXX XXXX who asked me to verify the last 4digits of my SSN without advising me of the purpose of her call. Once I requested the reason for the call she advised me that it was regarding a debt from XXXX or XXXX on behalf of Comenity bank. I advised her that I had no idea who XXXX or XXXX XXXX was and that I needed a report of the charges from the original creditor to verify. I can be reached at XXXX XXXX or by email at XXXX XXXX
Company Response:
State: NY
Zip: 11429
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A