Date Received: 2022-10-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My XXXX account was hacked and I was kicked out. They charged multiple gift certificates and XXXXXXXX XXXX on my XXXX, XXXX debit/credit card and work credit card. I have XXXX XXXX XXXX and they have found loan applications and credit card applications. Comenity Capital, XXXX XXXX, XXXX XXXX, etc.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I paid my balance in full using my XXXX XXXX checking account for my Express ( clothing store ) Credit Card governed by Comenity Bank. This payment was a scheduled payment placed many days prior to the due date. The scheduled payment in the amount of {$46.00} was received by Comenity Bank and subsequently withdrawn from my bank account on XX/XX/2022. On XX/XX/2022, I reviewed my account using comenitys express credit card website. The website stated that my account was PAST DUE and showed no evidence of the XX/XX/2022 payment. My account stated that my last payment was XX/XX/2022. I called my bank, XXXX XXXX, and they confirmed the XXXX payment was sent and received by XXXX and officially withdrawn from my account on XX/XX/2022. I called Express Credit Card customer service ( comenity bank express credit card division ) and spoke to a representative named XXXX on XX/XX/2022 from XXXX XXXX EST. He informed me that Comenitys system is untrustworthy, unethical, has many bugs and is flawed, never the less he assured me that although he has no record of the payment, it will reflect eventually. As I write this on XX/XX/2022, my account does not reflect the {$46.00} payment. I authorized this payment with the intended purpose of paying my credit card bill. Suffocate it to say, the money is missing and is not being used for the intended purpose. I sent Comenity Bank a secure message with a screenshot of my XXXX XXXX checking account showing the {$46.00} payment. I have not heard anything since. Comenity Bank has now also unjustifiably charged me a {$2.00} finance fee, thus bringing my total loss to {$48.00}. Comenity bank has unethical trade practices. They received my money, lied and said my account was past due, charged me a {$2.00} fee ( and more most likely to come ) and has given no explanation as to where my money is. I cant imagine how many other people they have done this to. This bank should not be in business if they can not adequately process, record and reflect payments. It is irresponsible and reckless, not to mention unethical. My credit is on the line and so is my hard earned money. They need to be investigated for unethical practices.
Company Response:
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: This occurred on XX/XX/2022 and is one of many cards/loans for application. No information on the location except for Comenity BankXXXX XXXX XXXX It says my SSN, DOB and name all matched. I have not applied for a card or loan in years. I am using XXXX XXXX XXXX and they are having trouble finding this company.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made a purchase from XXXX XXXX XXXX XXXX using a XXXX XXXX XXXX XXXX XXXX Card. When I received the XXXX XXXXXXXX XXXX billing statement I paid the bill in full from my business account but for some unknown reason the amount was refunded back to my business bank account a week or so later. The next statement included the original amount plus a late fee and interest fee. I contacted XXXX XXXX XXXX XXXXXXXX XXXX Card and they refunded the late fee but not the interest fee. They instructed me that I should go online and attach proof that I paid or attempted to pay the original billing statement amount, but for the last month their web site has informed me that due to a system problem they can not receive attachments. I have now paid the original amount from another account but I am disputing late fees and the interest fees. I opened a case with them but now they have sent a new bill with another late fee and interest fee. It was my understanding that if I opened a dispute they would not charge me late fees and interest until the dispute was settled. They have informed me they would be in touch with me but they have not answered any of my messages online, nor have they emailed me. When I call them I am usually on the phone for at least an hour and I have to talk to a manager but they have informed me there is nothing they can do to cancel the fees. My case number is XXXX.
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
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 had an XXXX XXXX XXXX for years and used this card very often when planning and booking trips. In XXXX, XXXX, I booked a trip to South Carolina for travel in XXXX, XXXX, for my Husband and I through XXXX and charged my airline tickets on my XXXX XXXX. Shortly after the purchase, I received notice that the XXXX XXXX XXXX was going to be discontinued and that would mean my XXXX XXXX XXXX would be closed and a new XXXX XXXX would replace it and any balance on the XXXX XXXX would be transferred to the new XXXX XXXX. However, I had a XXXX balance so obviously no balance was transferred. We went on our trip in XXXX, XXXX. However, due to a cancellation of flights, XXXX XXXX refunded a portion of our airfare. When speaking to XXXX XXXX, they said they would only refund my money to the original form of payment which was my XXXX XXXX which, by then, was closed. My refund was completed on XX/XX/XXXX. A few weeks later, I called the number on the back of my new Comenity card to find out why the refund was not credited to my account. Through the months ( going on 4 months ), I've spoken to at least 8 customer service representatives and 4 or 5 supervisors ( some very rude ) but NO ONE could help. They all said they would put through a " dispute request '' when several were already. The supervisors I spoke to saw the charge I made in XXXX on my XXXX card but can't find the refund. On one call the representative asked if I could upload supporting documentation of the airline 's refund which I did while on the phone with her. The amount of a refund of {$680.00} that is suppose to be credited to my new XXXX XXXX. If you would like to discuss this further or need additional information, you can reply to my email or contact me on my cell phone at ( XXXX ) XXXX. I look forward to hearing from you and a quick resolution in this matter. Sincerely, XXXX XXXX XXXX ( XXXX ) XXXX
Company Response:
State: PA
Zip: 19064
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I paid my card off on XX/XX/2022 in the amount of {$780.00}. Comenity added interest after my card was paid in full. I assumed that the card was paid off and never looked online at the account. They have added late fees and additional interest since XXXX. They just contacted us recently about the balance. Now they are saying there is a balance of {$270.00} on the card and they have been reporting it as late to the credit bureaus. XX/XX/2022 Interest Charge on Purchases {$5.00} XX/XX/2022 LATE FEE {$41.00} XX/XX/2022 Interest Charge on Purchases {$4.00} XX/XX/2022 LATE FEE {$41.00} XX/XX/2022 Interest Charge on Purchases {$3.00} XX/XX/2022 LATE FEE {$41.00} XX/XX/2022 Interest Charge on Purchases {$2.00} XX/XX/2022 LATE FEE {$41.00} XX/XX/2022 MINIMUM INTEREST CHARGE {$2.00} XX/XX/2022 LATE FEE {$40.00} XX/XX/2022 MINIMUM INTEREST CHARGE {$2.00} XX/XX/2022 LATE FEE {$27.00} XX/XX/2022 MINIMUM INTEREST CHARGE {$2.00} XX/XX/2022 LATE FEE {$12.00} XX/XX/2022 FINANCE CHARGE {$11.00} XX/XX/2022 FINANCE CHARGE {$1.00} XX/XX/2022 PAYMENT - THANK YOU {$780.00} XX/XX/2022 FINANCE CHARGE {$14.00}
Company Response:
State: IN
Zip: 46614
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Comenity Bank has not updated the payment history on two accounts since XX/XX/XXXX XXXX CC paid in full and balance still showing XXXX as of XX/XX/XXXX Express CC paid in full and balance still showing XXXX as of XX/XX/XXXX I have sent secure emails to both CC companies via their app and no response XXXX XXXX account was not accessible in XX/XX/XXXX and payment could not be made. Error was blamed on system update. Late fee was assessed. I emailed Comenity via app secure on XX/XX/XXXX and XX/XX/XXXX. Still no update and late fee not removed. Account has always been paid on time. My credit score, debt ratio and utilization are being affected unfairly
Company Response:
State: MD
Zip: 21236
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Trouble using your card
Subissue: Account sold or transferred to another company
Consumer Complaint: I have used XXXX XXXX XXXX credit card for several years without a problem. When I tried to make a payment on my XXXX credit card, I found out it has been sold to Comenity - I had no prior knowledge of this transfer. I was given a number for Comenity and on Friday, XX/XX/22, I contacted Comenity and was informed that my credit card with XXXX had been cancelled on XX/XX/22. There was no prior notice given. I was told that a credit card had been mailed and I informed them I had not received it. They apologized and a new card was issued and supposedly expedited ; I was told I would receive it within 48 hours. Today I called & was informed that I would receive the card no sooner than XX/XX/22. I had the XXXX linked to XXXX, ( where I purchase groceries thru XXXX XXXX ) and have not been able to use the credit card. I have no confidence in Comenity and would like to cancel this credit card without it affecting my credit score or losing the rewards I had with XXXX, approximately {$70.00} +/-. I would appreciate any help you can give me. XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2022-11-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Entire XXXX of XXXX 2022 ( calling all day from blocked numbers starting from XXXX up until XXXX along with sending text messages ) Specifically XXXX XX/XX/2022 comenity bank contacted my mother discussing my account with victoria secret and its an attempt to collect a debt ( please note that I am well over the legal age of XXXX ) who is not an authorized user nor is her number listed anywhere did I ever list her on my accounts. Spoke with a Comenity representative that stated none of the last four of the numbers given was listed which further makes me believe this company searched the world wide web for information. By law creditors are only allowed to contact your parents if you are not of legal age and are not to discuss any debt as I am not a minor.
Company Response:
State: VA
Zip: 22405
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
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: A dispute was opened on XX/XX/2022 regarding a purchase. The request was for the purchase to be switched over to a low APR promotional plan that is offered to members who pay a fee each year. I received a letter with the dispute outcome stating that the original purchase plan would be switched over to low APR promotional plan beginning in XX/XX/2022. The plan was successfully transferred over to a low APR promotional plan. NOW the issue is that the Original purchase price is incorrect. My monthly statement has an increased purchase price of about {$2000.00} more. The Original purchase price and statement do not match up. I need my statements to match the correct purchase amount.
Company Response:
State: CA
Zip: 90602
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A