Date Received: 2022-09-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: There were unauthorized charges on my BJ 's - Comenity Capital Bank XXXX on XX/XX/XXXX in the amount of {$4800.00}. I called the credit card company to report this on XX/XX/XXXX when I noticed it. The card was cancelled and a fraud case opened. I have been told that could take up to 3 months to resolve. The amount of the fraudulent purchases were removed from my bill. In the meantime they were doing a system change and no one could get into my account. Somehow they accepted my payment that I owed but added late fees and interest even though I was told not to pay until I received a paper bill. I could not access my account online. I called regarding the fees and was assured they would be removed. Not only did that not happen, more has been added. I have spent endless hours on hold trying to resolve this issue. I do not want my credit impacted as I have been a good customer and have always paid in full and on time. I have been without a replacement credit card for two months and as of today they still can't issue me one as they can't get into my account. I am missing out on the 5 % payback I am due which was the reason I applied for this card. I have gotten no satisfaction from the bank, they just ask me to be patient and it will someday be resolved.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Previous complaint in file with Comenity/Victoria Secret . Issue not resolved and creditor continues to bill with late fees and interest on a closed account. Extremely predatory.
Company Response:
State: CA
Zip: 90002
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have the following on my credit report comenitycapitalbank XXXX the date they have that was open was XX/XX/2015 the balance was paid in full and need to be removed from my credit report
Company Response:
State: PA
Zip: 179XX
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Other features, terms, or problems
Subissue: Credit card company forcing arbitration
Consumer Complaint: To whom it may concern, My name is XXXX XXXX XXXX ; on XX/XX/XXXX, I purchased a sofa from my local XXXX XXXX in XXXX XXXX, FL ( Store number XXXX ). I bought a grey suede sofa with a XXXX XXXX XXXX using a XXXX blue credit card offered through XXXX XXXX. Unfortunately, when I got the sofa home, I realized that the couch had a foundational defect in a corner. So, I reached out to the store that sold me the sofa to inquire about returning or exchanging the couch. The XXXX staff then told me that the sofa was sold as-is and the couch I purchased was a floor model ; they claimed that they could not exchange or return the item. I tried to explain that I was unaware it was a floor model. That fact was not disclosed when I made the purchase. I presented the transaction receipt and the terms and conditions of the sale. The written sales order or receipt does not state the item was a floor-Model, As-is, or ineligible for return/refund. The staff at the store stated that because the sofa had been discounted, I must have been aware that the purchase was a floor model and non-refundable/non-exchangeable. Furthermore, they stated that because I purchased an optional insurance plan, I must have been fully aware that it was an as-is floor model and that the insurance would cover expenses the store was unwilling to cover. Since XXXX of last year, I have called XXXX XXXX several times to ask for a supervisor call back and have yet to hear back from them. I took the next step and filed a dispute with Comenity bank, the issuer of the credit card used to finance the purchase about this matter. I explained everything I had mentioned above, I have sent in my original purchase transaction, a personal statement, as well as an altered/updated purchase receipt the store provided that was provided during purchase. Each time I received an unfavorable determination from XXXX I would follow up and provide evidence that warranted reopening the case. In total the dispute has been ongoing for about a year. On XX/XX/XXXX I phoned into comenity and was told by an account supervisor that comenity has once again decided to not rule in my favor. I argued that comenity has all the evidence to validate my claim. I was simply told the dispute department could not assist me because " XXXX could not adjudicate '', In essence, comenity bank could only pass along the supporting documents to the merchant " XXXX XXXX '' and await a decision from them. Based on that phone call I am highly concerned that even though I have provided Comenity bank with written documentation, they can not rule in my favor because they themselves are at the mercy of the merchant, who essentially can decide whether they want to refund or not. I take issue that comenity can endorse an XXXX XXXX 's credit card. However, when presented with evidence of material misrepresentation by the merchant, they have no control or system in place to assure purchaser rights or protection. I ask that this matter be considered ; I truly feel that Comenity is not providing me rights as a consumer of their credit card. Even with substantial evidence, Comenity has failed to acknowledge a clear misrepresentation in a transaction they financed has occurred. I ask that Comenity please do more in this instance. Thank you, XXXX XXXX
Company Response:
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
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: The account CB/VICSCRT XXXX with Balance Owed : {$0.00} is not charged to me. My record shows that this account was Paid as agreed and Balance is XXXX. Please delete this account immediately. This account is reported in violation of the FDICs Uniform Credit Retail Credit Classification and Account Management Policy. Please provide proof of the last payment. Otherwise, remove the account abruptly.
Company Response:
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
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: This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. I discovered that some of the information on my credit report was incorrect when I reviewed it. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the XXXX credit bureau to validate this account ( A ). It is not permissible to fail to validate this reporting account as unverified information without providing any proof within the time frame specified by law. My credit report includes the erroneous information that needs to be investigated and delete : COMENITYXXXX XXXX Date Opened XXXXXXXX XXXX XXXX Balance : {$0.00}
Company Response:
State: CA
Zip: 95350
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-11
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Hello Consumer Financial Protection Bureau, Im writing you today in regards to my New York and Company Runway Rewards Credit Card. Consumer Financial Protection Bureau, could you contact conduct an investigation of my New York and Company credit card account to determine why New York and Company closed my New York and Company Runway Rewards Credit Card account? Sincerely, XXXX XXXX
Company Response:
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2022-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-11
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: noticed an interest charged on my account with XXXX XXXX XXXX administered by comenity bank account XXXX they advised that i did not pay the account in full or on time. the charge looked strange, i disputed via the phone and was told by a manager that the interest would stand. i went into the store to find the transaction for XXXX purchase date XX/XX/2021, the store advised no charge on file, i called comenity bank to dispute and was told that due to their conversion they were unable to dispute it and the charge would remain. i have attached the statement, the charge of XXXX is invalid and i am asking XXXX XXXX to correct this, remove the interest, and refund me my money
Company Response:
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2022-09-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-10
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/10, after being out of town consistently for three months, I received my XXXX store card and three bills. The initial transaction for {$28.00} was charge bybthecstore before I received the card, by this point was 3 months overdue according to the agent XXXX I spoke to on that at approx XXXX on XX/XX/10. I told XXXX I had been charged {$90.00} for a XXXX transaction and received no other notification that this account was past due than the mailings which I didn't receive until XXXX due caring for my XXXX parent in another city. I told him I wasn't going to pay XXXX dollars for a {$28.00} dollar transaction and that I would like to resolve this an close the account since the card it was never used or activated since the account was opened in the store three months earlier. And Comenity bank made not attempt to contact me about the past due status other mailing regular monthly statements. XXXX originally quoted that I could pay {$42.00} to take of the balance and then he would transfer me to someone to close the account. I begrudgingly agree, however when XXXX ( XXXX ) read the payment confirmation disclosure he quickly said {$62.00} and added {$20.00} to the amount. I told him he had changed the amount and he tried to do some double speak about why the amount and loudly read the disclosure ask for authorization for payment. I replied that, I guess I didn't have a choice but to agree since he just decided to change the amount. I asked if the calls was recorded and at first kept reading the disclosure over me and then answered " yes ''. I told I would be in contact with his corporate office to pull the recording. He then " threatened " to transfer me to a supervisor and said I would gladly accept his offer to speak to s supervisor. He said before " put me in queue '' if I wanted him to process the payment because if I don't you won't get the refund of the late charges. I told I was finished with talking and I would handle the rest with the supervisor. When he transfered me I got a bank notification he charged my card anyway fior {$62.00}. He proceed to keep me on hold for an hour for a representative. I am pretty sure a tactic to retaliate me for challenging his misconduct Beside the complete, inappropriate behaviors unauthorized payment on XXXX part because never agreed to the {$62.00}. XXXX Bank never made any other attempt to notify me that this account was past due. I never used the card, and although I could find a past due notice in an email search however received hundreds of marketing emails telling about the points I could receive if I used the card, I had received one phone call or email advising me the account was past due. And there was a single past due mailing iny box when I finally got mail I had a neighbor collect. Just regular statements. How low were they going to let this go on? I never was able to speak to supervisor after XXXX kept me on hold for an hour he said there was no one to help me and told me to call back.
Company Response:
State: CA
Zip: 91606
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-10
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I paid my balance in full, they continued to charge interest. When I called to inquire why interest was continued to be charged on a card with no balance, they said they made changes, I spoke with a supervisor who when I inquired about the interest being charged after balance was paid off I was told 2 different stories. I was told interest was charged daily then I was told it was charged monthly. I told them I wanted my balance paid again in full and I wanted the account shutdown. She said she would wave any future accruing interest and close account. I was never advised of any changes to the way they charged interest.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A