Date Received: 2022-09-04
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My wife was hospitalized for 7 months and couldnt help my son with school homework. I decided to look for a place that could help my son with his school homework. XXXX XXXX promised includes ( brochures and advertising ) that my son in 6 months would be the best student at School. I told them about my son XXXX and the XXXX XXXX promised to have everything my son needed son needs My son spent 2 hours inside this place doing nothing and alone because this place They dont have teacher enough and hiring students without teachers certificate. I have messages talking about my son incomplete homework or wrong homework with my son School teachers notes. I have photos and messages exchanged with the owner of this XXXX XXXX about my son situation with this place. Everything XXXX XXXX promised did not happen.This school has been sending invoices for months and my son has not been there for months. My son School right now helping him with a special needs program approved by XXXX XXXX XXXX. The XXXX XXXX didnt inform us about special School program and taking our money. The first month We received a debt XXXX XXXX dollars without the service and my son still not use and they are charging every month.
Company Response:
State: FL
Zip: 32835
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been making consistent payment every month towards my XXXX Credit Card, belonging to Comentiy Bank. Last month ( XX/XX/XXXX ) they reached out via phone asking When did I plan on paying my past due amount of {$77.00}. And called me every week asking to pay an additional amount because they did not receive my payment. On XX/XX/XXXX after receiving my bank statement I mailed a copy of my bank statement of XX/XX/XXXX and XX/XX/XXXX because I also made a payment in XXXX and Comenity Bank sent statement to the Credit Union that I wasnt making my timely payment. As well as a cover letter with my account number. XX/XX/XXXX They called me at 2x at XXXX and again at XXXX to ask again for back payment. I have already sent XXXX payment. Im tired and frustrated with the constant calls and rude languages. Ive made my payment on time and have the proof for it. I want something done immediately.
Company Response:
State: NY
Zip: 10455
Submitted Via: Web
Date Sent: 2022-09-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-04
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have had a XXXX XXXX card for the last 10 years and have been impacted by the Comenity outage. For at least a month from end of XXXX until about XXXX beginning, I was unable to log in or view any of my account information. My card would also periodically decline for no reason at random during the 1st week of outage. This outage was handled absolutely terribly by Comenity and parent Bread Financial and literally no info was given about what happened or timetables. ( There still hasn't been any information provided by the companies other than failed planned maintenance ) They also proceeded to cut and paste insulting, non-informative, unhelpful, canned responses all over their social media outlets in an unethical manner to inquiries from customers. At this same time, they disabled the telephone customer service with no explanation, and it would just disconnect you when calling in for weeks. These responses were seemingly on top of not having proper upgrade release testing and disaster recovery plans in place to prevent or resolve the outage. Fast forward to current time in XXXX. The XXXX reward points program that Comenity normally sends daily to XXXX XXXX has been COMPLETELY NON-FUNCTIONAL for almost 3 months. I am owed XXXX points that are stuck in limbo somewhere over this nearly 3 month timespan since the outage. I have received no info about anything except 1 email probably a month or more ago saying " We're working it. '' Credit consumers are part of an industry where credit companies will take any and every reporting opportunity to put black marks on your credit history for paying late one time, closing an account, inquiring about a new account, coughing too loudly, etc... These same credit companies should not be allowed to say or do anything they want without care or worry, have multi month outages, and fail on their obligations to provide services you've entered into agreement with them to provide, with no penalties or explanations.
Company Response:
State: AZ
Zip: 85711
Submitted Via: Web
Date Sent: 2022-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-04
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Comenity bank deemed two accounts fraud and sent letters stating they would be removed from my credit. This was on XX/XX/XXXX. Nothing has been done
Company Response:
State: KS
Zip: 67204
Submitted Via: Web
Date Sent: 2022-09-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am yet again notifying COMENITY BANK that I dispute this alleged debt. Comenity has refused to respond to my request for verification/validation. Please not my notice of dispute is enclosed for 2 accounts on my consumer report listed below. I am a federally protected consumer and my rights are being violated. COMENITY BANK/ VICTORIA ACCOUNT # XXXX COMENITYCB/XXXX ACCOUNT #. XXXX
Company Response:
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2022-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The company is Comenity. Since XXXX have repeatedly tried to make payments on this card and have been told my phone/made payment went through and it did not, I have been hung up on, I have been told that they are experiencing customer service problems and that payments are not being accepted, and my card is repeatedly being refused. The interest on the card is skyrocketing and I can not believe this is legal and nthing is being done about such a large company. How many thousands of dollars will they be allowed to scam people out of before the government does something??? Also, this whole thing began with our having multiple instances of identity theft with the card and then the company went down and stayed down!!!!! Come on, is there no protection for the consumer out there anymore? I guess I will have to go to the media to be heard. Squeaky wheel and all that. I pay my bills honestly, I would think this grift-company could take my business seriously.
Company Response:
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2022-09-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-03
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 as a fraudulent charge made on my card on XX/XX/XXXX of {$790.00}. Comenity bank refuses to answer the phones. I have waited on hold for over an hour even after being told to wait to speak to an agent.
Company Response:
State: TX
Zip: 78130
Submitted Via: Web
Date Sent: 2022-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX XXXX have 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 1668B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: FL
Zip: 32211
Submitted Via: Web
Date Sent: 2022-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-03
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: Has not reported to credit bureaus since XX/XX/2022. When I contacted via phone, man was nasty, rude and hung up on me. When I contacted via email on the site, I was told ( i have email saved in my account ) that they report every 30 days. Obviously a lie. Had trouble paying the bill during the system update. If you look at their XXXX XXXX, there is nothing but complaints. When they respond, they respond with a copy/paste canned answer.
Company Response:
State: VA
Zip: 23237
Submitted Via: Web
Date Sent: 2022-09-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: The Ikea Projekt Card by Comenity account website has been down since I got my card in XX/XX/2022. It was not communicated to me until I got my credit, was approved and used it that I wouldn't be able to access my online account. This is misleading and prevents me from easily paying off my card faster. I can't even double-check my terms online bc I can't access my account. The site is still down 2+ months later and there has been no communication. Ikea is pushing people to Comenity. People are having trouble paying off their balances easily since you need to try by phone. There is also no way to know if late fees are being applied even though they say they will waive them. Ikea is not communicating issues with their credit card system and letting customers blindly sign up without knowing they will be unable to access their account online. - Comenity bank should be investigated as we have not been able to access our account for over 2+ months and they have sent NO update to card holders and have communicated nothing. They should be investigated to make sure they are refunding people 's late fees since we can't access accounts and can only pay by mail or see payment dates to " quick pay '' online but we can't see anything else like our terms, conditions or card agreements. Meaning we don't have access to card agreements except through mail. IKEA Projekt card has been accepting new applicants all summer even though Comenity Bank website to pay your card, see your balance and access your account online has been down since before XXXX. I signed up for an account and unknowingly I couldn't even access my account online due to technical issues. There has been no update or communication from the bank about these issues other than you can pay by mail or do an XXXX which just shows your balance and payment due date but nothing else. There has been no update communication other than " There is a glitch '' the same FAQs have been on the site since XXXX. Ikea is not helping with the issue and directing users to Comenity who are unable to get in contact with the company. There is no autopay option which puts users are risk for late payments. There is no message on the website homepage about the technical issue and it makes it look like a user issue when it is not. It says they can't find my account, but when I got to register it says they can. Then I finally see the technical glitch message, The info about it is hidden in the FAQs. People will not understand this and may think it a problem with their info. Below is the help content on the website. Q. What happened? A. A complex, planned system update caused our service channels and other capabilities to go out from time to time. We know that the outages have been frustrating and were very sorry for the inconvenience. Q. Can customers make payments? A. Were very sorry for your inconvenience and are working to restore full service as quickly as possible. Comenitys Care Center is experiencing outages from time to time and may not be available. Customers can continue to use their cards as usual and, can make a payment using Comenitys XXXX service. Q. Was Comenity Bank hacked? A. No, we did not experience a cyber attack of any kind. The servicing issues we are experiencing are the result of a planned system update. Your account information remains secure. Were sorry for any inconvenience this may have caused. Q. What services can be accessed right now? A. Customers can continue to use their cards as usual and, subject to additional outages, can make a payment using Comenitys XXXX service Q. How are you going to support customers impacted by this situation? What about late fees? A. We are working to ensure a fair resolution for impacted customers. We will communicate to impacted customers by email, statement message and secure message center. Were waiving late fees for customers whose payment due date fell on or between XX/XX/XXXX- XX/XX/2022. Customers dont have to do anything. Those customers inability to make a payment will not affect their credit score. Q. Will I be charged interest on my promotional plan that ended during the outage and I couldnt make a payment? A. If you had a promotional plan that expired in XXXX through XX/XX/2022, we are extending the promotional plan expiration date by 30 days. If you have questions or concerns, please call the number on the back of your card or statement for Customer Care. This will allow you the opportunity to pay your promotional plan in full by the new extended expiration date. Q. Are credit bureau updates paused during this time? A. We will not report late payments for customers whose payment due date fell on or between XX/XX/XXXX through XX/XX/XXXX. Q. Im not seeing my rewards in Account Center. Why? A. We are currently updating our systems and you may see a delay loading your rewards. Your account will be updated to reflect your correct earning activity as soon as possible. We thank you for your patience and apologize for the inconvenience. Q. When can we expect the system to be up and running and problems resolved? A. We are working around the clock to restore full service to all accounts impacted. Comenitys Care Center is experiencing outages from time to time and may not be available. Customers can continue to use their cards as usual and can make a payment online using Comenitys XXXX.
Company Response:
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2022-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A