Date Received: 2022-10-22
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I received a letter from XXXX XXXX XXXX ( Comenity Bank ) about fraudulent charges on a credit card that I had. I did not open this account and had my son contact the company on XXXX to verify this and they recorded the conversation so that the account can be closed. Contacted multiple times for an update. I am still waiting on a letter stating the account will be closed as the rep stated it could take up to XXXX days. We sent a letter ( via IdentityTheft.gov ) through XXXX ( Tracking XXXX ) to Comenity Bank on XXXX in regards to the fraudulent account and requesting a letter stating the card needs to be closed. Confirmed delivery through certified mail XXXX. No response from company yet.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2022, I received a letter informing me of my request for a lower interest rate. I never applied for the XXXX XXXX Credit Card from Comemity Capital Bank.
Company Response:
State: PA
Zip: 19145
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/2022 I called Comenity bank and requested to pay my bill in full. I was told the amount and paid with a debit card over the phone. The payment was processed. The next month I received a bill and a late fee. The bill stated that I owed $ XXXX. I called the bank on XXXX, the representative told me that all the charges were removed, except, {$10.00} which I paid. The representative told me twice that the balance was paid and nothing would be owed. On XXXX I received a bill for {$110.00} and another {$41.00} late fee. The bill also shows the payment of {$10.00} made to them.
Company Response:
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: For the last four months, Comenity Capital Bank has issued statements for a CLOSED account. This account has been closed since XX/XX/2021 which is nearly two years ago. Comenity Capital Bank issued a written acknowledgement of the closure on XXXX XXXX, 2021. The closure was the result of numerous ( and apparently ongoing ) errors made by Comenity Capital Bank. It is not clear why Comenity Capital Bank is issuing statements for a closed account. It is even more baffling that they started issuing the statements on the closed, nearly two years after the fact. Presumably it is just another error made by Comenity Capital Bank which seems to be a common practice for them. This account does not have a balance. The final payment was issued on XXXX XXXX, 2021. Please note that the statements that Comenity Capital Bank has issued for the last four months confirm the zero balance. Comenity Capital Bank is the bank that issues credit cards in conjunction with or on behalf of BJ 's Wholesaler. Comenity Capital Bank and BJs Wholesalers were both contacted, in writing. Comenity Capital Bank has ignored all correspondence and continues to send statements for a closed account. This account is closed, it has been closed, and it will not be reopened.
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Bread Financial, also known as Comenity Bank, has not updated my credit card balances on my credit reports since XXXX XXXX, 2022. I have a Victorias Secret and an Express credit card with this company, in which I paid both balances down to {$0.00}. The Victorias Secret credit card was paid down to {$0.00} from {$670.00} on XX/XX/2022 and the Express credit card was paid down to {$0.00} from {$240.00} on XXXX XXXX, 2022. Another payment in the amount of {$3.00} was paid to the Express credit card on XXXX XXXX, 2022. Ive been work diligently to reduce my credit card debt in order to improve my credit rating for a home construction loan and Bread Financial/Comenity Banks lack of reporting in a timely manner is affecting my ability to make this happen.
Company Response:
State: MO
Zip: 65202
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I am writing to dispute a balance of {$190.00} to my credit card account on XXXX. I have made multiple requests to close this account by phone with three of your agents. These erroneous late fee and interest charges on the late fee are applied callously to an account with a XXXX balance. I initially requested to close my account when the bank opted to downgrade my credit limit from {$650.00} to {$150.00} although my account was in good standing with a very low balance. The bank ran my credit again negatively contributing to multiple inquiries which caused my score to suffer. When the account was opened my initial credit limit was {$300.00}, being down graded through no fault of my own was an insult. That is why I called to close the account with a XXXX balance. Your agent quickly apologized and stated he would escalate the matter, but no supervisor or manager reached out to me. Although my credit limit had been increased. I did not abuse my account due to lack of quality merchandise carried by XXXX XXXX XXXX. I am requesting that the error be corrected, and all finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement. After making the corrections please close this account. Please promptly address these concerns on my account.
Company Response:
State: NJ
Zip: 08859
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I called Comenity bank to get assistance with MY bj 's Credit card. An associate during that call offered me a XXXX payment plan for my hardship and my high balance. at the end of the almost hour call after payments were scheduled the associate informed me, she made an error and that there was no such program available. I was perplexed and asked to speak with a supervisor at that time she hung up on me. I have tried to set up a payment plan for months- the three months plan they offer is extremely high and I am unable to do it. In response to being offered the XXXX program then being hung up on. I filled XXXX complaint and in response I received a nasty letter from the company with many inconsistencies, such as stating my card isnt closed but I was told verbally, and my credit reports shows the card was closed by the bank.
Company Response:
State: NY
Zip: 12603
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I received a letter from Comenity dated XX/XX/2022, stating that my XXXXXXXX XXXX XXXX credit card account issued by XXXX XXXX XXXX would be closed as of XX/XX/2022, and that I'd receive a new card issued by Comenity. My complaint is that there was no way to opt-out of this change. I had the card with XXXX XXXX XXXXXXXX for 20 years, and had no desire to change banks. In addition, I had never heard of Comenity. Finally, I have security freezes with all three credit reporting agencies, and didn't think an organization would be able to open a new credit account in my name without my permission. I tried calling all three organizations involved before XX/XX/XXXX : XXXXXXXX XXXX XXXX XXXX, and Comenity, and was not able to reach anyone who could stop the process. Once Comenity took over on XX/XX/2022, I tried calling to ask that the account be closed, but I have tried multiple phone numbers and have not been able to reach a human being. I get stuck in a loop with the automated call service, which results in the system hanging up on me. The last time I called, I did get a response when I said " Close account '' but was told the information would be faxed -- and I don't have a fax number. However, faxing was the only option given by the automated system. I'm concerned with the effect of having an open, but unused account on my credit score. The automated system of Comenity has no option to speak to a customer service representative.
Company Response:
State: TN
Zip: 37803
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Commenity bank stated that my account was properly investigated but how is that possible if the open date is inaccurate, the date last active is inaccurate and date last reported is not accurate. This ground for removal they've also violated my rights under XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have the right to privacy. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : It also states a consumer reporting agency can not furnish an account without my written consent Also Commenity Bank took more than XXXX XXXX to complete my investigation here is certified mail tracking # XXXX
Company Response:
State: MS
Zip: 387XX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity Capital Bank issues the XXXX XXXX credit card. My credit card was frozen due to inaccurate credit reporting from XXXX XXXX. My card is current and in good standing.. When I made an inquiry with Comenity asking what's the problem, they stated my account was frozen because Alleviate Debt Consolidation was the Power of Attorney and had included XXXX XXXX credit card in a debt settlement plan. I disputed that was inaccurate. Comenity Customer Service transferred me to XXXX stated, '' there's no problem with your account it's not in collection ''. I was transferred, put on hold, disconnected and sent to a total of 3other departments who were no help at all! Finally a department said I must submit in writing to a specific address, the disputed inaccuracy, my name, address, cc #, social security number and signature. I complied and mailed a letter with information as well as sent the letter via email, too. That was in XX/XX/2022! I was concerned because letter had all my personal information in it! To this day no one has contacted me and the account is still frozen! I have submitted all required documentation, yet there is no resolution and or response! Frustrated with poor customer service and outsourced customer servicing which is horrible business practices, I mailed a customer complaint letter to Comenity Capital Bank Corporate office. Therefore, I am filing a complaint to CFPB. As a consumer, I should not be shifted around to one department after another and no one make the correction and unfreeze my account. Comenity Capital Bank has terrible business practices and do not value the customer!
Company Response:
State: IN
Zip: 47715
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A