Date Received: 2022-09-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Hello, I made a purchase using a XXXX credit card in XXXX totaling {$35.00}. Within XXXX weeks, I attempted to pay the card but the XXXX website was down. When I was finally able to log in, I noticed I was charged a late fee. I decided to call but the lines were also down so I decided eventually to message them. I informed them that I was charged a late fee and that I would like to have it waived since that was not my fault. Their website is constantly down. I explained to them that they were continuing to charge me a late fee over that initial late fee and they decided to credit my account with $ XXXX this is less than the late fee they are charging me. They noted that I wasnt charged a late fee for XXXX months- but that was in XXXX and XXXX because I had made a payment for my initial balance, not due to any of their own generosity. Somehow- despite paying {$36.00} and supposedly getting a credit of {$29.00}, I now owe {$100.00}, all stemming from the late fees that have been piled onto my card. Ive tried to have this issue resolved through XXXX messaging service and there is no form of accountability for their own poor payment services. This has been a very frustrating situation, especially considering their slow customer service.
Company Response:
State: NY
Zip: 12303
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: After multiple attempts to solve this problem, I have decided to file a complaint with CFPB. There is a late payment reporting on the month of XX/XX/2021 for my account. During the time, you guys were notified that I had XXXX XXXX XXXX XXXX XXXX. This was during the huge spike in XXXX in XXXX cases and XXXX XXXX XXXX, as a result my employment was affected which is why the late happened. From what I understand, if I had fallen ill and was unable to pay there is a law that protects this from reporting as a late on my credit report. Please look into this as I have always been a good customer and paid my bills on time. If it would not have been for a situation out of my control, this would have never happened. This is now affecting my whole life as my credit score dropped XXXX points for something I have no control over. Please help me with this issue.
Company Response:
State: PA
Zip: 18411
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Ever since Comenity was purchased by Bread Financial, I have received none of my points for my Sony XXXX card. This has been going on since XXXX 2022. I have contacted both Sony rewards and Bread Financial. Both have said my points will show up, but nothing happens.
Company Response:
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I applied for an XXXX credit card with Comenity Bank XXXX XXXX sometime around fall XXXX to pay for a portion of my XXXX. The card had a promotional offer of XXXX XXXX interest for XXXX months and XXXX XXXX interest thereafter according to their advertising. I set up my account with them online and opted into paperless email statements and signed up for auto pay so the payments would be debited from my checking account automatically and would be on time every month. I never checked the credit card statements since I was setup on autopay so I had no idea when the promotional period was ending since I couldn't remember what month I was approved for the card. I just figured I would see a XXXX XXXX higher payment amount debited when it ended and then I'd pay off the balance so I didn't pay anymore interest besides that XXXX month. I've had lots of XXXX XXXX promo cards and I've always done that. As of XX/XX/XXXX my remaining balance was {$12000.00} and my payment amount was {$450.00}. When I was balancing my checkbook on XX/XX/XXXX I saw a debit from XXXX for {$790.00} on XX/XX/XXXX which was almost double the amount of my normal payment. I went online to my account to figure out what happened and saw that on XX/XX/XXXX XXXX put a charge of {$10000.00} on my account which nearly doubled the balance from {$12000.00} to {$23000.00}. I was shocked and confused and immediately called Comenity to tell them of their mistake. They said that the card I signed up for did not have a 0 % or a 14.99 % interest rate, but was 28.99 % and although I wasn't required to pay the interest every month for 18 months it was accruing and the total of the accrued interest was {$10000.00} which is added to the balance in a lump sum after the promo period. I was irate and said I never signed up for that or agreed to that and I never would. I have an excellent credit score and I get XXXX XXXX credit card offers in the mail everyday and have used many for large purchases and I've never heard of any credit card doing this. She said it was in the terms and conditions. I told her to send me a copy of the terms with my signature where I agreed to such terms because nobody reads terms and conditions and besides it's fraudulent and deceptive to have the terms and conditions be completely different from what is advertised. She said I'd have to mail in a request in writing for a copy of the terms showing my signature. I mailed the request that day and also requested it on their website through the secure messaging on my account. Since this was at the end of the day on a XXXX I couldn't do anything about it, but at XXXX XXXX morning I went directly to my personal bank to move some money around. The transfer did not post to my checking account until XX/XX/XXXX. As soon as it did I immediately paid off the remainder of my balance of {$12000.00} minus the {$790.00} that was debited after their fraudulent interest was added. So the payment was {$11000.00}. On XX/XX/XXXX I received in the mail a copy of the terms stating an interest rate of 28.99 % to be accrued, but nowhere did it have my signature. After being sick with the flu I saw my lawyer who advised me to write a letter to Comenity and send it certified mail describing my experience with their deceptive advertising and requesting that if they remove the {$10000.00} fraudulent interest charges I would not bring a lawsuit against them. On XX/XX/XXXX I sent the letter. I got a confirmation from the post office that it was received by them on XX/XX/XXXX. On XX/XX/XXXX I received a response that they were investigating the case. I checked my XXXX account and they adjusted the {$10000.00} off as well as an additional {$630.00} for a finance charge leaving my account balance at- {$630.00}. At that point I thought it was over so on XX/XX/XXXX I sent a message to them on their website through the secure messaging on my account requesting that the {$630.00} over payment be mailed to me in a check and my account be closed. On XX/XX/XXXX I received in the mail a letter from Comenity stating that their investigation is now complete and they were closing the case. I checked my account to make sure it was a XXXX balance and it was closed and the balance was {$10000.00} and a minimum payment of {$350.00} is due XX/XX/XXXX. So now I guess I have to take some sort of legal action although I don't have the funds for a lawyer.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
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 obtained a debt consolidation loan through my bank XXXX XXXX XXXX. They paid XXXX XXXX XXXX ( Comenity ) credit card on XX/XX/2022 in the amount of XXXX and the check cleared my bank on XXXX XXXX and they refuse to remove the balance from my account. I have put in three disputes with the company and they have not even tried to contact me. I have also sent in where the check cleared and the money was removed from my bank. Last contact was today with no resolution.
Company Response:
State: KY
Zip: 411XX
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/XXXX I contacted Comenity Bank for my XXXX XXXX Credit Card. I was planning a larger purchase and inquired if I was eligible for a credit limit increase. The agent said yes and asked for income and how much I could pay on a monthly basis. Nothing was disclosed to me that a hard credit inquiry would be needed. I would have never requested this if I would have known that was the case. On XX/XX/XXXX I was notified from a credit reporting app about the new inquiry. I immediately called and asked for the increase and inquiry to be removed and reversed. They said that was not possible and did not express concerns that the agent did not disclose or capture my consent to perform a full credit inquiry. On XX/XX/XXXX I discovered that I would have had enough available credit to make the purchase originally and none of this was never needed. Comenity Bank is placing a double hold on a transaction from XX/XX/XXXX. The original transaction is already posted and they have an additional authorization holding {$3300.00}. I asked if that authorization could be removed or disputed since the original transaction is posted and reflected in my current balance. They denied my request to remove or dispute this authorization that was place in error. The only solution that they could offer me was to wait until XX/XX/XXXX for the authorization to automatically fall off. They also said I could apply for a second increase. I feel that Comenity is taking advantage of me. I would like the authorization removed and the credit inquiry to be reversed.
Company Response:
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: UPDATE - THEY SENT ME A REFUND CHECK BUT NOW ARE CALLING ME ABOUT LATE PAYMENT AND INTEREST - THESE HAVE GOT TO BE THE STUPIDEST WORKERS IN THIS WORLD!!!!!!!!!!!!!! DO NOT HARRASS ME I MADE A PAYMENT ON THE XXXX OF XXXX ( details already below from a PREVIOUS COMPLAINT ) Comenity REPS numerous ones told me they would fix this. Instead they sent me a REFUND CHECK for the payment due on my account. I WANT THEM TO REVERSE ANY CHARGE ON THIS CARD SO I CAN BE DONE WITH THESE IDIOTS!!!!!!!!!!!!!!!!!!!! In XXXX, this year, I made a purchase on my XXXX XXXX XXXX XXXX credit card that was sent to me to REPLACE the XXXX AND XXXXXXXX XXXXt separate cards. I destroyed those cards as I was asked to in the mailing of the new XXXX XXXX XXXX XXXX card sent. I have had trouble with this bank in the past for taking so long to post or not posting to correct account. AGAIN, since I knew of this trouble, I sent payment for my purchase on the XXXX of XXXX, this year. They applied it to the old account even though I had it directed to the NEW CARD NUMBER sent to me. This was only DAYS after my purchase so they would have time to POST IT to my account well within the time limit for making payment. To this date, XXXX, I have written to them in secure message, twice, I spent 45 minutes on the phone with a representative explaining the situation as they had sent me a notice that my payment was past due but is SHOWING A CREDIT BALANCE for the {$31.00} purchase I made, but they posted to THE WRONG ACCOUNT number. After speaking with the representative for the 45 minutes, he told me he understood and would fix this. That was on XX/XX/XXXX. Today I sent another message requesting my account be updated to show I am NOT PAST DUE BUT IN FACT PAID WELL BEFORE TIME. I do not plan to let this go months and months again like last time I need this corrected by them NOW. Please provide whatever assistance you can in this regard. Thank you
Company Response:
State: FL
Zip: 33781
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Last week, I received XXXX emails about my XXXX XXXX card : the first said a new one was due to arrive in the mail, the second instructed me to ignore the first email because my account was closed ( which was an absolute surprise as that was news to me ), and the third told me to ignore the second email as my account _wasn't_ closed. I tried calling them, but was on hold for about an hour and no one ended up answering. Today I received my new card in the mail, but upon trying to activate it, both the automated phone system and online activation say there is no record of my account. My credit report shows the account still open, but I can't even log into the Comenity website to check as the site throws a " technical glitch '' error message every time I try to sign in. Nothing seems to be working at this company and I can't manage my account or even get a hold of a real person to understand what's going on. It feels like something is being covered up ; whether it be a cybersecurity incident or a botched system upgrade, this should not be happening to an institution in charge of this much sensitive personal and financial information. Leadership needs to step up and explain to their customers why their entire online and phone system have been in disarray for months.
Company Response:
State: MN
Zip: 55116
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Account status, despite being paid in full, has not been reported since XX/XX/2022. Despite several attempts to remedy this, Comenity agents are reluctant to provide clear information, and instead give vague blocks of time as to when they will do their due diligence. " Within XXXX billing periods '' when this has been going on for XXXX months is wholly inappropriate and unacceptable.
Company Response:
State: AZ
Zip: 85016
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
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: Re opening Case # XXXX Please see enclosed documents, I have the right to dispute for the bad service/service not rendered. Enclosed again is a copy of falsified receipt that Comenity honored rather the real receipt that I keep sending them, but they keep ignoring. Comenity never took my dispute seriously, see enclosed bunch of letters from them that keep asking me to send a proof. Take note of the dates. I have been disputing this from day XXXX, XX/XX/2021. They not once acknowledged my evidence and my right to dispute for " BAD SERVICE/SERVICE NOT RENDERED '' The FAIR CREDIT BILLING ACT- gives you the right to dispute charges in case you are dissatisfied with the transaction. FEDERAL TRADE COMMISSION states that you have the right to dispute charges that weren't delivered as agreed- WRONG ITEM : AGAIN : SEE ENCLOSED RECEIPTS.
Company Response:
State: CA
Zip: 94401
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A