Date Received: 2022-09-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: this card is closed due to the merchant going out of business, I still owe on the card and can no longer access my acct online to pay it. I have to try and call every month and try to get through their automated system. They also will not set me up on auto pay even though I have asked. No time frame on when we will be able to access our accts online again or when we will be able too set up auto pay.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: We completed a home equity loan with XXXX XXXX XXXX to consolidate our debt because like most the pandemic hurt us financially. Two of the items in the consolidation was a XXXX retail credit card and a XXXX XXXX XXXX credit card both are backed by Comenity Bank. Both checks were sent to Comenity and both were cashed successfully on XX/XX/2022 and one check was applied correctly to the XXXX card so that is paid off. Our XXXX XXXX XXXX card was paid with check # XXXX for the amount of {$3400.00} and per confirmation of XXXX the back of the check was endorsed with the stamp for Comenity bank. The check was referenced to my name and my card number. Actions taken have been I have sent two secured messages and neither were helpful and had nothing to do with my concern. I replied a follow-up and have not heard back. I have called 5 to 7 times no joke and I either get told someone doesnt know, I get hung up on when they transfer me. Or they are just plain rude. I was told that it would be 48 hours to show, didnt happen, then I was told 10 to 15 days, didnt happen, inconsistent. My last call on Tuesday XX/XX/2022 they setup and investigation that can take 30 days but they said I still owed them a monthly payment or fees and interest would be assessed, so I made that today XX/XX/2022 because they couldnt help me. I wasnt given any case number or confirmation they just said they would communicate through mail, they didnt even verify they have the right address on file or anything. I need this money found because my home equity kicks in soon and I have to start paying that and cant afford both payments.
Company Response:
State: IA
Zip: 502XX
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I had a past due credit balance. This account was settled in back in XX/XX/2022. XXXX failed to notate on my account that account would be brought to current. Due to the mistake a fraud made on behalf of agent, account has been incurring late fees and interest. I been receiving an obsessive amount of calls from agents trying to collect payMent. I was informed by supervisor that in order to fix this issue I would have to write in a dispute to come its bank so that they may pull records call and verify that account would be brought to current with payment made. Im still receiving these calls despite receiving a letter from Comenity bank stating issue is being investigated. I answer calls daily and explain pleasantly to agents that account is being investigated as its supposed to show current and XXXX balance. Today I received a call from agent who was harrasing me and refusing to identify herself. Agent consistently refused to identify herself or where she was call from or purpose of call ; and kept asking to speak to XXXX XXXX. It became very scary and very harassing very quickly. I informed agent I would be calling back and speaking to supervisor if she did not identify where she was calling from. Agent refused and continued tactics. Because of this whole situation I am suffering mentally due to dealing with the stress and harrassment.
Company Response:
State: CA
Zip: 92407
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Comenity XXXX XXXX credit card which was paid and closed caller XXXX ( XXXX ) XXXX is trying to say I have a debt that is more than 10 years old and closed
Company Response:
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Refund owed has not been received. Details and assistance not being provided. I sent an overpayment of {$4100.00} to XXXX XXXX XX/XX/2022. They claim to have returned the overpayment to me but I have not received the money. When I have asked for detail via the online customer service portal and also via standard mail repeatedly since that time, I have not received the detail requested and I still do not have the money. The check sent to them for the overpayment was generated by a third party ( loan proceeds requiring debt payment ). I have contacted that bank and they claim they have not received any returned funds from Comenity for that amount in my name or into the originating account. Comenity first claimed the money was sent via wire but did not provide detail. Then it was claimed to be sent via check, but I have not received it and they have not provided information on whether or not that check has been cashed by someone other than me. There is no one else in my household so if it has been cashed, it has been done fraudulently.
Company Response:
State: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have contacting these companies several times. I have notified them several times that the accounts they are reporting are fraudulent accounts that were not authorized by me. Commentiy Bank stated they were going to resolve the issue. I've spoke with several reps with most of them saying they don't see the investigationXXXX XXXX XXXX only updates the report as disputed and they continue to verify the account as accurate and it's not. XXXX XXXX same issue as XXXXXXXX XXXX It makes no sense that I'm having to fight so hard to get my idenity back and these companies allowing people to open accounts in my name. Comenity has allowed these thieves to open not one but 4 cards in my name 2 of the four is with the same store. This has made my life XXXX. And the worse part whoever took advantage of me did it while I was in an XXXX XXXX waiting for a new XXXX. Please help me in fixing this.
Company Response:
State: GA
Zip: 30180
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: My issue is with my BJs credit card from Comenity Capital Bank. The credit card rewards program is 5 % back on most BJs in store purchases. For several years, the program worked great. Every {$200.00} spent, I would see a {$10.00} award to apply to my next purchase. This all changed in XX/XX/2022. Since XXXX, I have not been getting any rewards. I reached out to the bank on several occasions. They admit they are working on it. Updating their system is what they say. But this has been going on for over 2 months. My awards are being held hostage, and the customer service keeps stringing me along saying we will have this corrected by x date but nothing happens. I have called the BJs membership customer service line. They too are perplexed and frustrated and have heard hundreds of the same complaint.
Company Response:
State: NY
Zip: 14580
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I have BJ 's perks MasterCard issued by Comenity Capital Bank. On XX/XX/2022 this account was paid in full. Payment posted XX/XX/2022, according to online account service. On XX/XX/2022 this account was reported to Credit Reporting Agencies, without reflecting this payment. After XX/XX/2022 reporting stopped completely. Today is XX/XX/2022 and my credit report still shows a balance of {$2700.00}, while balance on their website shows negative {$11.00}. This misreporting hurts my credit score a lot. I notified them multiple times regarding this error, by phone, thru secure messaging on their site and disputed this information with credit bureaus. Also they were notified that I'm applying for mortgage and this incorrect information hurts me a lot. Few banks declined extending mortgage to me, based on the credit score shy of just few points of threshold. If Comenity reported correct information in timely matter - bank would approve my mortgage. Additionally it hurts my business, also, since I am unable to be guarantor for new truck order, because of this BJ 's MasterCard account not being reported correctly, and lowered my score. It is ONLY account with balance on my report.
Company Response:
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I got XXXX Credit Card through a purchase of my new vehicle on XX/XX/2022. Every month I make a payment there is XXXX. I cant login or once they said they didnt get my payment and I paid 2 weeks in advance. Its impossible to login to there site. They want you to go paperless. So when you go paperless you cant get I touch with no one on the phone. This bank deal with poor people or people whos credit is less then perfect. Its so frustrating dealing with them. They dont seem to care about the people. Its like they are trying to make the people fail or fall behind. Were trying to rebuild our credit. I wish to XXXX I could pay them off and never have to deal with them again. I supposedly have rewards points. I tried redeeming them but it can only be done online. Its a catch 22. If I cant get online how do I redeem these mysterious points? There are other credit card websites which run more smoothly. This Comenity Bank makes me want to quit. I know Im not the only one. Is there any help? Is there a faster way for me to pay them off. Seriously. No gimmicks.
Company Response:
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: New York and Company credit card website is always down and unavailable. On XX/XX/XXXX the website was working so I attempted to make a payment on the website, but an error appeared since it was after XXXX. The system forced me to make a payment the next day. I paid off the account with the payment date as XX/XX/XXXX since the system wouldn't allow me to make a payment. I recieved a statement indicating I owe the company {$31.00}. I sent a message through their portal & recieved a response to call the company for assistance. I called and a representative named XXXX told me that they can't help or refund the late fee although the account was paid off in full. Also, while on the line with her, the online payment system was unavailable, so she offered to take the payment over the phone. I never make payments over the phone because they charge you to do so. This time she said I would not be charged. My complaint is that I am charged a late fee when their payment website is down daily and they charge if you call on the phone to make a payment. It is also unfair to prevent payments from being made if it's pass a certain time. There are time differences in the world & everyone is not on the same time zone. I have closed this store card account as their website is always unavailable, not alllowing customers to make payments but charges late fees when you call or get through online after there cutoff time.
Company Response:
State: MD
Zip: 21207
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A