Date Received: 2022-09-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Comenity Bank holds both my XXXX and XXXX cards. I have made 6 calls starting on XX/XX/25 to get them to send me a letter showing a XXXX balance on my account for my Mortgage Lender. They said it would be posted immediately on my Secure Message Center on my account page. It does not show up on either account nor have I received a mail copy. They also have not updated my credit report to show a XXXX balance.
Company Response:
State: TX
Zip: 77301
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: A complaint was filed on XX/XX/2022 with CFPB in regards to Victoria Secret/ Comenity Bank freezing the Victoria Secret Card provided using a SSN. As a Consumer exercising rights put in place to protect against being mishandled by these Corporations should not result in discrimination. Victoria Secret/Comenity Bank has retaliated against a consumer once again for the rights out in place for this very reason. Victoria Secret/Comenity Bank never gave notice of adverse action 15 USC 1691 ( d ) 3 nor did Victoria Secret/Comenity Bank get written consent to close the account. Victoria Secret/Comenity Bank never sent the requested documents such as the ledger, account records notarized by the agent over the account. Victoria Secret/Comenity Bank are reporting to the CRAs without consent.
Company Response:
State: OH
Zip: 45042
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Comenity Bank - Bjs XXXX I have had this card for years and have used it for purchases and zero interest balance transfers multiple times. I always pay my balance in full. When I have an existing zero interest balance transfer I pay my minimum payment plus any new charges on the statement and receive no interest charges. XX/XX/22 statement included a XXXX $ minimum interest charge. I had to communicate twice and threaten legal action to get a XXXX $ refund. XX/XX/22 statement I paid XXXX when my prior statement balance was XXXX. However they applied the payment to new charges and not to prior statement balance and charged me {$5.00} interest, It appears to me that there has been a software change resulting in them overcharging interest to all of their customers. They are aware of this and have made not effort to remediate it. punitive actions would be appropriate.
Company Response:
State: PA
Zip: 17011
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: It came to my attention back in XX/XX/XXXX that I had failed to update my credit card number in my bank payments and had continued to make the payments to the wrong account ending in XXXX. I have researched back to the first of the year and all of my payments were paid to the XXXX account and were applied by the company to the correct number XXXX until XXXX. I wasn't aware of the problem until the payments were no longer showing up. I called on XX/XX/XXXX and opened a dispute and advised I had a {$1000.00} credit on account ending in XXXX and would like the money refunded or transferred to the new card ending in XXXX. AS of today XX/XX/XXXX NOTHING HAS BEEN DONE. I called again today and spoke to two different people. The first one tried to tell me the money had been credited which I know was not true as I am looking at my account activity and my bank activity and of course the latest statement showing a {$2000.00} credit on the wrong account that is closed now. The second person advised they were still working on my dispute and nothing had been done yet and I needed to wait longer. AGAIN, I have received another statement for the account ending in XXXX and I now have a {$2000.00} credit balance that should be refunded to me or applied to the correct account XXXX. PLUS, I am paying interest on the balance I am carrying and it is wrong since the {$2000.00} payments made are not credited. Could someone help me please???????????? Thanks!
Company Response:
State: KS
Zip: 66061
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: Beginning in XXXX of XXXX I signed up for XXXX insurance on my zales store card. I've made the payments every month, and my billing statements show the transactions. In XXXX of XXXX I had XXXX that left me out of work for more than 30 days, when I attempted to exercise my benefits I was told I had no XXXX insurance. They began a new policy for XXXX insurance even though I assured them I had the insurance already. I went through multiple stages to try and work with Zales as well as account assure to find my information, but they continue to say they can't find the information and inform me they are escalating the problem. This has been over a month now and they are still saying there is no record of my benefits even though I have the billing statements to prove otherwise. Account assure and Zales are both refusing to honor the benefits that I have put in place, and have continued to fraudulently charge me for my XXXX benefits.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have called the customer service line 4 times with the same concern and sadly the same results. I made a direct payment from my bank account on XX/XX/XXXX in the amount of {$2900.00}. They charged me a late payment, referred my account to the collections department and charged me finance fees. I was advised by the representative there was no record of the payment. I then had a representative from my bank conference call with me to confirm the payment and provide the tracking information. The representative said we did not need to send anything in writing and they had sufficient information to open up an investigation to find the payment. I called back a 2nd, 3rd, and 4th time to inquire and each time the representative told me that you had a major upgrade to your system and an investigation needs to be opened and will be resolved within 30days. And that although I was assured 1st, 2nd and 3rd time I called an investigation was opened it never was. The 3rd time I called I had a representative from my bank on the line to again provide all the tracking information for the payment. I even requested my bank send to the credit card company the tracking information in writing. Yet when I called again today their representative XXXX ID # XXXX said my payment has not been found and there has not been an investigation opened to find the payment. Of course she assured me as did the previous representatives that she would open up an investigation. I have been extremely patient in this matter but at this time its been close to 60 days without an investigation even opened. I don't know what else to do.
Company Response:
State: FL
Zip: 33067
Submitted Via: Web
Date Sent: 2022-09-06
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 rewards from credit card
Consumer Complaint: Their rewards program has been dormant/broken for 3 months now. Their terms of service states reward points will be issued with purchases. Obviously since it's been 90 days now the company does not plan on honoring their half of the contract. Customer service is copy paste malarkey
Company Response:
State: MN
Zip: 563XX
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-05
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I have been charged for an item that I never received from the XXXX XXXX. I advised XXXX that my item never arrived and that the tracking number showed it was delivered to a different location in a completely different state. XXXX told me that they would investigate further into the matter and I have reached out to them many times. I just kept getting the run-around and no response, and now they report late charges to my credit report. This is hurting my ability to buy a home and to seek new employment opportunities. XXXX needs to remove those late payments from my credit report, for a product that I didn't receive due to their negligence. I contact XXXX and they send me to Comenity, I contact Comenity and they send me to XXXX, the whole thing is a charade.
Company Response:
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2022-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-05
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I wrote to them through the Comenity Bank website for XXXX XXXX. They do not know how to read and thus gave me a non sequitor response.
Company Response:
State: NY
Zip: 11367
Submitted Via: Web
Date Sent: 2022-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-05
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: They call repeatedly from two different numbers even after I have scheduled a payment.
Company Response:
State: TX
Zip: 75208
Submitted Via: Web
Date Sent: 2022-09-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A