Date Received: 2022-10-25
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: have been trying to call comenity capital credit card XXXX for 10 days and staying on phone for 3 to 4 hours now the company has stopped my credit card i pay my bill and i was trying to dispute a charge i sent the credit card company a letter trying to dispute the charge that is when my card was stopped this card is a XXXX tried calling them no help.it is also connected to bjs wholesale club.
Company Response:
State: FL
Zip: 32128
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Comenity bank has failed to report to credit bureaus since the month of XXXX. It is now late XXXX and my card utilization has gone from 100 % to 0 % but is still reporting a utilization of 100 %.
Company Response:
State: NY
Zip: 13069
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting Act, Comenity Bank/XXXX ( Account number ending in XXXX ), has violated my rights Under 15 USC 1681 Section 602 states I have a right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions Under 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. Improper Late payment reported on XX/XX/201XXXX XXXX
Company Response:
State: IL
Zip: 60185
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2022 I accidently made a payment to Comenity Capital Bank on my XXXX XXXX XXXX in the amount of {$3000.00}. At this time, I owed no money on this credit card. When I realized my mistake I called the bank and asked them to transfer the money to my other Comenity account BJs where I initially intended the money to go. The customer service rep told me this was not possible but she could process a refund for me in the amount of XXXX because I owed them no money and had a credit. Several weeks passed I did not receive my money. When my statement come to the house it shows I have a credit in the amount of XXXX. I'd call them again to send me a refund they give me some stupid story of system problem not process the last request and promise to send out my check. However, I never get the check. I kept calling and speaking to mangers no resolution. One day I called to close the account to force them to send me my money. After XXXX long months XX/XX/2022 they agreed to transfer the balance to my other Comenity Card BJ. I thought I was free from them unfortunately on the next statement where my balance was suppose to show XXXX it showed I owed them $ XXXX. I called them immediately to resolve this stupid non sense they say they would take care of it. Today XX/XX/XXXX they called me to inform me I have a late payment on my account. I went comcast on them and now I'm filling out this compliant form. Stay away from Comenity Capital Bank XXXX XXXX XXXX. I want to close my BJS card as well this bank. Comenity Capital Bank is a thief.
Company Response:
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
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: Returned purchase of 1. XXXX XXXX XXXX {$27.00} & XXXX. XXXX XXXX XXXX {$39.00}. These were returned XX/XX/22 through XXXX XXXX with an XXXX Code of XXXX, which was emailed to me on XX/XX/22. The store advised me to return the items through XXXX XXXX. I received the bill and the items and I'm still being charged. I call the store and was told to contact Comenity Bank. I called Comenity and was told to call the store. This has been going on since XX/XX/22. I was by both parties my concerns are being elevated and I will receive a call with a 7 days. The bank continues to call me. I tell them the issue and they can only adjust the fees. Today, I have not received a call regarding my complaint
Company Response:
State: CA
Zip: 90059
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: 2022-10-25
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Identity theft is the issue. On XX/XX/22 someone submitted an application to Comenity Capital Bank ( XXXX XXXX XXXX XXXX, Ohio XXXX ) and a hard credit inquiry was made on my credit report XX/XX/22 in spite of a fraud alert being posted with the credit agency. XX/XX/22 an XXXX XXXX agent assisted me by filing a dispute on any card issued in my name. On Friday XX/XX/22 the agent and I finally reached a representative of Comenity Capital XXXX by phone ( after multiple attempts and extremely long wait times ). The representative said she had no record of an application under my name or any inquiry with a reporting agency. In spite of this denial I received a letter today from the XXXX Account Protection Team thanking me for my application and asking me to call at the number provided so they can verify my information.
Company Response:
State: OH
Zip: 43054
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have received a later to collect a debt that I know nothing about. Called the debt collector and they said it was a credit card through The XXXX XXXX on XX/XX/2020. I have no idea what they are talking about nor have I ever seen any kinda bill for this. I have no cards like this and never have. Please help!
Company Response:
State: TN
Zip: 37167
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In accordance with the Fair Credit Reporting Act, this creditor has violated my right. Under 15 USC 168 section 602 states I have the right to privacy. 15 USC 1681 section 604A section 2 it also states a consumer reporting agency can not furnish an account without my written instruction. Under 15 USC 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XXXX, I applied for and received an Ann Taylor branded MasterCard through Comenity Bank. While this card can be used anywhere, as it is a MasterCard, I use it rarely, keep the balance paid off, and only use it at Ann Taylor stores. During XXXX or XXXX of XXXX, someone unknown to me contacted Comenity and was able to have a duplicate MasterCard with the exact same credit card number issued to them in XXXX. On XX/XX/XXXX, I received the following text message : Alert : Ann Taylor Pending charge for {$420.00} on XX/XX/XXXX XXXX XXXX at XXXX XXXX XXXXXXXX XXXX for Mastercard card ending in XXXX. For help reply HELP. To stop reply STOP. I contacted Comenity immediately to try to put a stop to the charge. I was sitting in my house in Washington State when I received the text. Not in XXXX. Unfortunately, due to horrible customer service issues, by the time I reached the fraud department ( an hour long wait ), the charges had been approved. I filed a formal fraud report with Comenity, advising someone used my account fraudulently. I asked how my address could have been changed. They had no answer. To change an address, only a few data points are required, and these are data points anyone can find in many public records. Last four of SSN, name on account and zip code. They do not ask for a secret password or answer to a security question. Comenity does not engage in good security procedures. On XX/XX/XXXX, Comenity issued a billing statement to me, advising my balance is {$420.00} and that I need to pay a minimum payment of {$30.00}, due by XX/XX/XXXX. Mind you, my card has had a XXXX balance since the end of XX/XX/XXXX. The balance on the card is the one I reported as fraudulent. Are they allowed to bill me for this? How is this legal? I can prove I haven't been to XXXX and wasn't in XXXX buying gas on the day this charge happened. My employer and my children 's school can also validate I was in the State of Washington in the date of this charge. On XX/XX/XXXX my newly reissued, soon to arrive in the mail, MasterCard was unlocked by someone unknown to me, and a digital card was issued. I had not even received the physical copy of the card or activated it. I relocked the card. I changed the password on the account. Today, XX/XX/XXXX, I learned I was locked out of the account online. The unknown fraudster had changed the password, and Comenity NEVER fixed the mailing address back to my address, so I was left unable to self service the account. The fraudster simply went online, entered my user name, their zip code ( as Comenity didn't correct it ) and the last four of my SSN, and they were able to change the password. No other security measures were required. I contacted Comenity immediately, and asked them to close the account. It took four times of asking to get the account closed. Easily, however, with little verification of my identity, I was able to get my address changed back to my address, from the fraudster 's XXXX address. Furthermore, I requested paper statements, as I can not even access the account to pay the bill they are saying I owe. Their customer service rep advised I needed to pay the bill and they would refund me after the investigation was over. This doesn't appear to be legal. Also, aren't their newer security requirements for banks and financial institutions requiring deeper levels of security??
Company Response:
State: WA
Zip: 98056
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I filed first complaint ( XXXX ) with Comenity Bank because I had 8 unauthorized charges on my BJs Perks Mastercard and made multiple attempts to contact Comenity to resolve the issue and have never able to speak with a representative. I locked the card on XX/XX/22. I NOW HAVE 6 MORE FRAUDULENT CHARGES-ALL MADE ON XXXXAFTER I FROZE THE CARD. As before, all appear on statement as " My Bj 'S Perks XXXX XXXX XXXX, FL '' Amounts : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX ( see attachment ). I sent another message through their online system reporting the issue. I NOW HAVE A TOTAL OF 14 UNAUTHORIZED CHARGES ON THIS ACCOUNT. TOTAL : {$2200.00} AND CAN NOT REACH ANYONE AT COMENITY BANK TO RESOLVE THIS. My account is in good standing and I pay it off each month. I am worried this will affect my credit score. I want to have these charges removed and close my account IMMEDIATELY. I have uploaded attachments of my correspondence within their messaging system. Thank you very much for your help and attention to this matter. XXXX XXXX
Company Response:
State: FL
Zip: 32901
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A