Date Received: 2022-10-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The company had an unannounced " planned '' outage that made their online systems unusable. I have incurred late fees since and most recently they have closed my account with no reason or authorization on my behave. I have reached out to multiple representatives with no success.
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I went in XXXX Lane Bryant to make a payment on XX/XX/2022 for {$45.00}. It was done via account look up on the register. The next day I tried to make a purchase and my credit was not available. It was then discovered that my payment was applied to a charged off account from over 20 years ago. I called Comenity bank who issue the plcc and was told I would have to file a dispute that would take 30 days. I explained all that happened and during this time, Bread Finanacial was taking over Comenity and doing updates causing upsets to Lane Bryant, Torrid, XXXX, XXXX and more. I waited the 30 days and called back only to be told it was 60 days. I was placed on hold for hours and transferred to various departments and each department would give me conflicting information. I requested the funds be applied to my current account as the payment was intended for. I was told I would have to be issued a refund check but would have to send the receipt for the payment yet nobody would tell me where to send it to. I spent several phone calls and hours on hold and transferred over and over and then told 90 days. It has been over 90 days so I called and spent over XXXX hours on hold only to be told the dispute was not resolved but they could send me a refund check. I was then transferred to a recovery department who told me she had no idea why my call was transferred there as the account was so old there was no reason to. That person then transferred me back to customer care who said a check would be sent and asked for the email to send confirmation and then told me it it was not eligible. She said please hold and left me on hold for 30 minutes and I finally hung up and currently on hold again.
Company Response:
State: OR
Zip: 97030
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am filing an additional complaint because in my previous complaint XXXX Comenity Bank responded with XXXX XXXX XXXX and I never had any dealings with them because as explained, I was told that they were XXXX but the financial side, never told another company. I got login information directly from XXXX to access these accounts. I didn't learn that these were individual companies until I had problems trying to set up dates for vacation and the rep was going over the account and disclosed them. The representative who was a part of the presentation explained that the Comenity Bank was the financial part of XXXX, which was NOT true. They opened a line of credit with this company which is NOT XXXX and also a credit card which they told us was a XXXX XXXX XXXX which was also NOT true, it was also it's own company! FCRA Affiliate Sharing Rule. clearly states 624. Affiliate sharing [ 15 U.S.C. 1681s-3 ] ( a ) Special Rule for Solicitation for Purposes of Marketing ( 1 ) Notice. Any person that receives from another person related to it by common ownership or affiliated by corporate control a communication of information that would be a consumer report, but for clauses ( i ), ( ii ), and ( iii ) of section 603 ( d ) ( 2 ) ( A ), may not use the information to make a solicitation for marketing purposes to a consumer about its products or services, unless ( A ) it is clearly and conspicuously disclosed to the consumer that the information may be communicated among such persons for purposes of making such solicitations to the consumer ; and ( B ) the consumer is provided an opportunity and a simple method to prohibit the making of such solicitations to the consumer by such person. I was NEVER given the opportunity to deny or decline these accounts which were apparently XXXX affiliates that they solicited to open these accounts. Everything had XXXX 's name on it that's why we didn't know any different. With the exception of Comenity Bank, which again we were told was XXXX but the financial part of them. XXXX set up the accounts and gave us login information we never had to go to either company to do anything. This is why we had no idea all these accounts had been established. The reason it shows that I was making payments is because I wasn't eligible to set up reservations until early 2019 for vacation. Certain areas allowed us to set up reservations no more than XXXX in advance. This is why we had to wait until the new year because the vacation would've taken place at the end of the year. However, after learning the information of the multiple accounts not being disclosed and the way the reservations really worked, along with the problems trying to do the reservations, I ceased everything with XXXX because they were deceitful in their dealings. I dealt directly with the agent at XXXX with my concerns because all of my dealings were always with XXXX. I ask that Comenity Bank account # XXXX and XXXX 's account # XXXX the initial companies that provided information to the collections, provide the signed agreement that I entered with them to open these accounts. If they are not able to provide this information, I want every company connected to these accounts ( including the collection companies ) removed and permanently deleted from my credit and any other reporting or attempt to collect ceased. Comenity Bank # XXXX XXXX 's # XXXX XXXX XXXX ( Collection ) # XXXX ( they did a cease and desist but states debt valid but never proved it ) Portfolio ( Collection ) # XXXX Due to my previous complaint XXXX XXXX has removed their information from my credit report. However, they are still trying to pursue payment. I have attached the Rewards Card to show that EVERYTHING said XXXX.
Company Response:
State: GA
Zip: 30045
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have the XXXX XXXX credit card issued by Comenity Bank. I have had it for years and never been late. In XXXX 2022, I made a shoe purchase at XXXX for a total of {$110.00} and received the wrong size. Therefore, I spoke with customer service returned the shoes and included in the return box the explanation with a request for full credit. XXXX issued a partial credit for {$110.00} on XX/XX/XXXX22 based on what they called an oversight on their end. Per the {$7.00} balance, I have been charged {$90.00} in interest charges and late fees. My account was suspended, I have not been able to use it. I have been reported as delinquent to the credit bureaus. I called XXXX on a couple occasions, and was told I have to go through a disputes process. Despite the dispute the delinquency remained with additional late fees. XXXX XXXX finally issued a credit to the account for {$7.00}, which posted on XXXX/XXXX/2022. I need the interest, late fess, and delinquent history removed with a correction sent to the reporting agencies as soon as possible. I feel I've been treated unfairly and harmed as a result of not being issued the full credit on a timely basis.
Company Response:
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity Bank had an " upgrade '' in XXXX which resulted in many issues that they didn't anticipate & much more than they could handle. For over 2 wks I wasn't able to review my transactions. For months I was missing rewards points. But above all this, I made a payment my regular way via online bank payment on XX/XX/XXXX in the amt of {$6100.00}. I have been a customer since XXXX and pay my entire balance every month. Comenity still has not credited this amt to my acct. They have charged late payments to my acct & interest. I 1st called on XX/XX/XXXX and was told to follow up on XX/XX/XXXX. I sent email on XX/XX/XXXX & received a response on XX/XX/XXXX ( see attached ) I called again on XX/XX/XXXX & sent email as no timeline could be provided & received response XX/XX/XXXX that they can confirm dispute filed XX/XX/XXXX however resolutions may take up to 90 days ( see attached ). I called on XX/XX/XXXX and was told my payment went to an old acct # ( prior to the upgrade old acct # s got mapped to the current acct # therefore in the past never had this problem ). I sent email on XX/XX/XXXX with info including trace # from my bank. I received a response XX/XX/XXXX that they will not report me as delinquent & may take up to 90 calendar days. ( see attached email & bank info ) There have been multiple calls by my husband & I along with multiple secure messages that I was encouraged to send. At the end of XXXX Comenity requested an Electronic Transmittal Form from my bank. I sent on XX/XX/XXXX ( see attached email & Electronic Transmittal Form ) I called XX/XX/XXXX and they can not provide my any further info or a timeline & suggested that I write a ltr.
Company Response:
State: MA
Zip: 01013
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have paid off my balance on this card, but they have not updated my available credit with the reporting agencies for months! Many other people are having the same problem! What is being done to investigate Comenity bank? Their systems have been down for months now. I filed a previous complaint for not being able to utilize my card, but I received no resolution to the problem. Take a look at their XXXX page which is filled with customer complaints and robo-responses from XXXX. What else can we do to raise the alarm? To whom else do we complain?
Company Response:
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The balance on my Comenity Bank card has not been updated since XX/XX/2022 and still shows a balance of {$1000.00}. This account has been paid in full and should reflect a {$0.00} balance.
Company Response:
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have been calling since XX/XX/XXXX to pay my credit card with comenity bank that I have for a XXXX XXXX credit card. My bill was only {$32.00} it is now {$66.00}. I started calling on XX/XX/XXXX my bill was not due until XXXX. When I call and try to make a payment they tell me they system is down and they can't access my account. Or when they do get in my account and take my payment they get a ERROR notice and it wont take my card. I even tried to do it through their automated system and that wont let me ither. They told me they are working on the problem but no one is giving me answers. I have been calling EVERYDAY since XX/XX/XXXX trying to get my bill paid. I now have interest charges and I am upset. I do not want this to mess up my credit. This company is HORRIBLE. Can you help me?
Company Response:
State: IN
Zip: 46514
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 section 602 States I have the 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. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan late for any purpose.
Company Response:
State: FL
Zip: 34142
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In the spring of XXXX, I paid off my Lane Bryant credit card balance over the phone with Comenity Collections. Somehow, after payoff I was charged late fees and finance charges. Since I had paid off the card and was asked the payoff amount, I did not realize this occurred so on XX/XX/XXXX I had a balance due again that was in collections with Comenity. Over the phone, I specifically asked for the payoff amount to avoid having this happen again. I accepted responsibility and paid the account balance I was told and informed the representative of my concern that " additional '' costs would be applied like last time and I wanted to avoid that. I was told to call Lane Bryant in about XXXX weeks to check the status to make sure everything was clear. I received an email notice that I had a bill but for some reason could not open my account by my phone as usual ( screen disappears as soon as I select card instead of shop ). Therefore, I called Lane Bryant Customer Service at XXXXXXXX XXXX on XX/XX/XXXX and was told that there was no balance on my card. I thought I had taken care of everything. On XX/XX/XXXX at XXXXXXXX XXXX, I received a text message from Comenity Bank indicating I need to make a payment to XXXX. I called Lane Bryant but the call went to the Collections. I was told I had a finance charge and XXXX late payments to pay. I told them I was not paying finance charges and late payments on a bill I paid off a second time, especially after taking the necessary steps to make sure I was paying the account in full, and calling as I was instructed to do. After a XXXX phone call of us going back and forth ( them refusing to clear my charges, me telling them I wanted the information to file a dispute ), I was never given the information to file a dispute and then all of a sudden the representative came back on the line and kept saying, " hello are you there? XXXX XXXX are you there? '' I kept responding but she kept repeating that for about 1-2 minutes ( although we had no previous call issues for XXXX minutes ) and then reported, " XXXX since you are not answering, I'm hanging up the phone. Please call Lane Bryant back if you have more questions. '' I tried to sign into my card account today from my laptop to find the details of payments to write my dispute and it appears as if I no longer have an account and I can not tell if I still owe the money. I'm concerned this is still being reported to the credit bureau and I have been unfairly reported for 2 months for a balance that I should have never been charged. I have copies of my phone records to show the calls were made to Lane Bryant. I also have the Comenity charges in my XXXX XXXX account.
Company Response:
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A