Date Received: 2022-08-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In addition to my previous complaint with Comenity, I have paid my bill in full and have a negative credit due to returns. No purchases have been made and they have not sent me a check for the $ owed to me. However they are still continuing to charge me INTEREST even though the account is paid and they owe me $ at this point. I called the customer service line and XXXX said it was because the account was in dispute. I don't understand how the company can charge interest when the account is fully PAID and they owe me {$36.00} already ( not even counting the amounts I disputed for the nonexistent billing/credit interest ).
Company Response:
State: MD
Zip: 21804
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Bread XXXX put my high yield saving in restricted mode for no reason. I called custom service XXXX but after long wait and line got dropped. Finally on XX/XX/2022, after 40 minutes wait, I talked to their representative, he told me because I add my cell phone number, but I did add the same cell phone to other bank where they verified the new information right away through my existing verification method, and never have any problem. The representative promise me he will submit the request to unlock my account. But until XXXX XXXX, my account still in restricted mode. I called their custom service again, and insist I want resolve this issue now, transfer me to account security and finally unlock my account. I told them my experience with other bank, and hope they can change their procedures. I hope consumer finance can use your power and influence to make Bread XXXX XXXX to change. Thanks.
Company Response:
State: MD
Zip: 20904
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Back in XX/XX/2022 I received a bill which I called in to make payment ( At the point of call it was officially late ). I paid the bill over the phone in full and moved on. In XXXX I received a bill again stating I was late. I found that odd since I had paid in full over the phone. So I reached out to XXXX on XX/XX/XXXX and spoke with XXXX a supervisor at XXXX I requested for me to completely pay off account, remove a late fee and close out the account. I specifically asked if there will be any additional fees the supervisor advised there would not be. I remember specifically asked numerous times and yet I again received a bill for {$4.00} I want this fee to be removed to close out my account officially and stop marking my credit report as late
Company Response:
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I opened a XXXX Visa Credit Card on XX/XX/XXXX. The credit card is administrated through Comenity Capitol Bank and I was told I would receive my credit card within 10 days of approval. On XX/XX/XXXX, I was sent an email stating that my credit card statement was available and that I could pay. However, I needed my full account number in order to pay online. By XX/XX/XXXX, I had yet to receive my credit card in the mail and still could not access the account number. I called XXXX Customer Service and Comenity Bank to receive my account number so that I could register, activate, and pay my bill. I was then told that Comenity 's servers were down and therefore they could not access my account number and information. I attempted again in early and XXXX 2022 and was told again that there were issues with servers. On XX/XX/XXXX I contacted XXXX and received the following response from XXXX 's Customer Service : " Hello XXXX, I truly apologize for the confusion. I want to inform you that Comenity Bank is currently experiencing phone contact issues and we working to resolve this matter. At this time, I recommend you to allow 24 hours to re-attempt your phone call. If you are still unable to access it, please allow more time to receive your physical card by mail. Thank you so much for your interest in our company. I hope you have a lovely day! '' In XXXX, I called Comenity Bank to inquire again about the status of my credit card. At that time I was told Comenity 's servers were working again and so I finalized a payment on the card via phone. Additionally, I was told that another credit card was ordered for me and would arrive within 10 business days. I went out of the country from XX/XX/XXXX- XX/XX/XXXX. When I returned on XX/XX/XXXX, I still did not have a copy of the physical card in the mail. However, I have two bills from Comenity instead and a new balance that does not match the previous balance I had when I made a phone payment. Thank you for looking into the negligent and predatory consumer behavior that Comenity Bank has employed against me.
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I received Comenity Bank XXXX XXXX XXXX Mastercard in XX/XX/2022. I used it a few times and then it was repeatedly denied. I hadn't even received my first statement. Called the number ( XXXX ) on the card. Went through a menu with no answers and asked to be connected with a customer service representative. The menu said I was being connected but then I get a message that says I am calling an invalid number and the call ends! I tried this a few times. Then I created an online account and tried to message them on their website for help. It was just a bot responding with no answers, except just referring me to the same number on the back of the card. I wrote to the bank but no response in 3 weeks. The bill is due soon so I tried to access my online account but I'm locked out of it. I tried to change the password but it says there's no such account number. There are more charges but I can't see them. I am worried about giving them by bank info over the phone to do an electronic payment since it doesn't seem like a real credit card. I called the number again today ( about 3 weeks after my first attempts at calling ) and I still get the same message that the number doesn't work. I sent in a payment through my bank but it takes about 9 days to transfer for some reason.
Company Response:
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/XXXX fraud was detected on my credit card with BJs commenity Bank. They closed my card and mailed out a new card. Immediately after that Commenity had a company wide system update that locked people out of their account. Mine along with many others accounts were still affected including mine and my mom 's. I called back 2 weeks later when my card never arrived and at that time their wait time to talk to customer service was at minimum an hour due to the amount of accounts affected by their faulty system update. The lady I spoke to told me to try back on Monday if the card doesn't show up before she sends another one out. So I waited until Monday and the card never came. But because I work and I'm busy and can not sit for 1.5 hours waiting to talk to a customer representative, I waited for a week or a week and a half and called back. The woman I spoke to set out the send me another card. She also was trying to work on my account because I expressed that there was a minimum payment due and I could not get into my account due to my card being canceled from the fraud and I can not get into their easy pay without the new account number from the card I didn't receive. She asked me to be patient and that she will work on the account and call me back. I never receive the card nor did she call me back. They assured me that they wouldn't charge the people that had their accounts affected with late fees etc due to it being out of our control and me specifically in my situation with the fraud and not having th card and not being able to get into anything to make any payments. I expressed I needed to get into my account or.make a payment but they couldn't take a payment from me at that time. I waited a couple weeks for the card but that one didn't come either, However, I got an email from commenity that my minimum balance was due XX/XX/XXXX do.i thought, let me check my account to see if I can get in. I was able to for the first time on XX/XX/XXXX get into my account. I was locked out since XX/XX/XXXX. I noticed there was a interest charge and late fee. Two fees they said would not be charged since it was their issue with the system update that made it impossible to get into the wind and the fact that I had a special circumstance with the fraud and not having my card and couldn't use XXXX XXXX and when I called them 3 times now at this point they they couldn't take a payment. After I got the email, noticed the charges, I called commenity to ask them why I'm being charged when over and over I was assured that I would not be since this was completely out of my hands. I had zero history with this account of even once being late or keeping a balance for over 2 weeks. Not one did I incur an interest charge. The man I some to said he was going to take care of it. He asked me to make a payment of minimum XXXX dollar and some change and I did. I soon after paid my entire balance except for the XXXX of late fee ad interest charge. He sent me to another representative to fix the issue of my card but arriving and sending me out a new one. That man came back telling me to call back tomorrow because there was an issue with my account and that another person would help me. I couldn't call back tomorrow because I don't have an hour to sit on hold waiting for customer service so I called a week later when I had the time to spare. I had to explain again the situation and that I have some fees that incurred during their system update, my card is still closed from fraud back in XXXX, I never received the card, I need a new card sent, but can they help me figure out what's going on? He had no answers except that he could not get into my account and to call back later. I was frustrated at this point because I felt like a ping pong ball no one willing to help, sending me to the next person. I expressed that my concern was that I was being pushed from person to person and there has to be someone who knew what to do, a supervisor or something because this has gone on for over a month and I see no end in sight. Can not use my card, I have fees I didn't incur, now they can't get into my account and that isn't being resolved. Nevertheless, I called back a week later, leading to today. I called in again, asked for a supervisor when the guy tried to do the same thing and the one last week. I can not get into your account, I'm so sorry, call back. I insisted he send me to someone who could help. I was transferred by that man told me he couldn't get into my account either, he listened to me when I told him the story from the day of the fraud and the system update and all the call backs I made and etc. He then accused me of lying to him, talked over me, gaslit me to try to make me the person in the wrong when I did everything I could have done. He didn't offer any solutions. He didn't give me any assistance but then hung up on me. I want to close this account after the way they run their business. I want my fees to justifiably be removed as they were not incurred by me but by their system not working. But I also just want to put the complaint in about the way they handled this. I got this card to improve my credit so I can get a habitat house and save money on groceries and gas for BJ 's. I had the intent to use it properly and have been doing so. They had some crazy long system update that messed up people 's account and they couldn't solve the issue in a timely manner, asked for patience from me, which I gave plenty of and when I insisted someone help me instead of passing me off again and again and again ... I was called a liar and gas lit. This is a bank and they do business with BJS. I have requested to cancel my account but it falls on deaf ears. I don't know what else to do.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: I made a purchase on XX/XX/XXXX at XXXX using their credit card through Comenity Bank. The purchase order total was {$85.00}. When I received the credit card statement the total was {$110.00} which included a {$25.00} credit ( not sure where this came from ). I called customer care through Comenity on XX/XX/XXXX and after finally getting to a person ( XXXX ) was transferred to mail order department through XXXX. I spoke with a gentleman there who verified that my balance on the order was indeed for {$85.00}, but he was unable to make the correction and he transferred me back to Comenity Bank. I was then put in a loop and repeatedly asked to press 1 or 2 to get to a customer care rep. After listening to the canned instructions five times and pressing 1 each time after the instructions were completed, I hung up. Bottom line, there was a major discrepancy between my purchase and my credit card statement and I am unable to reach anyone who can assist in this matter. My XXXX/Comenity credit card is going through the shredder, but I would like this issue resolved.
Company Response:
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
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: I am writing a letter about a pressing request concerning a XXXX XXXX XXXX XXXX in my credit files that I would like to have revised. I received the XXXX Comenity card in XX/XX/XXXX and never missed a payment. In XX/XX/XXXX, I experienced XXXX damage to my home and was unable to live in it. I did not have Utilities or mail service. I recognize my responsibility with respect to making sure my payments are received on time and until XX/XX/XXXX, I never missed a payment, and my account was at a XXXX balance. I never made a purchase on my XXXX XXXX in XX/XX/XXXX ; therefore, when I received the call from Comenity bank collections in XX/XX/XXXX, I was in total shock. She informed me that my account was well over 45 days past due and without reviewing the charge, I immediately paid the bill to avoid any further fees and to bring my account current. Once I was able to log in the account, I was appalled. The charge in XX/XX/XXXX was not an authorized charge. It was for a O membership that I did not give authorization to charge. I immediately called XXXX and the customer service member reversed the charge and credited my account for the {$21.00} unauthorized charge. I assumed that would correct the credit reporting issue ; however, it did not. Comenity bank issued me a refund by check for the {$21.00} because my account had a XXXX balance but did not reverse the payment history to reflect I never missed a payment. After losing my home, I begun to shop for a mortgage, and it has come to my attention that the late notations from my XXXX card ending in XXXX has caused me to disqualify for a loan. Since those notations do not reflect my true payment history, I am requesting revise those tradelines. I have reached out to the company, sent in proof of the reversal and contacted the credit bureaus. Nothing has been done. I ask that you respond within 30 days by removing the negative mark from all credit bureaus.
Company Response:
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I tried several times over the past year to pay this credit card bill online and it never went through. I called the company and paid the balance and they help the payment until it was past the de date. hey charged a {$41.00} late fee after the account was closed. The balance ballooned to over {$280.00} and they are ruining my credit. I found this out when trying to pre qualify for a mortgage.
Company Response:
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Hello, It started in XXXX of 2022 when I was on my XXXX XXXX where I noticed I had 4 late payments on a Torrid account that I thought had been paid off already ( I attached the late payments that are indicated on my account to this complaint ). When I checked my torrid onlline account, it said my balance was XXXX and that it had already been paid off. Now I have 7 missed payments on my credit report. Mind you I have had no way to pay because my account stated that I had paid of my credit card already. I attached the summary to this complaint as well. I also attached this thread to this email. Here is the threadd : On XX/XX/2022 at XXXX XXXX I messaged the Torrid team via the website the following : From : You Sent : Friday, XX/XX/2022, XXXX XXXX ( ET ) To : Comenity Bank Subject : Payments Message ID : XXXX Hello, So on my credit report, it shows that I owe XXXX dollars on my Torrid credit card, but as you can see on my account here it says I owe XXXX dollars. On the report it says that I have 4 late payment!! I've had no where to pay these payments!! And I can't do it via here because it's showing I owe XXXX!! They responded : From : Comenity Bank Sent : Wednesday, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Payments Message ID : XXXX I am with Comenity Bank, which handles your credit card account. I'm here to help with your account needs. We apologize for any inconvenience this may have caused. It's great you want to use your card again I understand your concern. We recently received notice from at least one of the credit bureaus that your credit report has changed. For this reason, your account was closed. I'm sure you have more questions especially about the information in your credit bureau report. For this, I would suggest you contact one of the credit bureaus directly. XXXX : - XXXX XXXX XXXX XXXX XXXX - XXXX XXXX XXXX - XXXX We do encourage you to consider reapplying for a new account in the future and apologize for any inconvenience this may have caused. Upon checking in to your account I can see that there is no late payment history on your Torrid account from last 24 months. It's clear you care about your credit history, and I appreciate that. We consistently send updates to credit bureaus on the status of your account. We do not report your account as delinquent to the credit bureaus when one payment has been missed. Thank you for your loyalty, and have a nice day. If you have any questions, please click the reply button. Sincerely, XXXX XXXX XXXX XXXX Team Which then I responded with proof that my credit had been affected and I had multiple missed payments and attached the photos of the late payments from my report : rom : You Sent : Wednesday, XX/XX/2022, XXXX XXXX ( ET ) To : Comenity Bank XXXX : Re : Payments Message ID : XXXX Attachments : XXXX XXXX XXXX I have it attached here that yes indeed I do have an account with torrid that is opened and my report states that I have missed payments for past several months please take this off my credit report and advise. This is negatively affecting my score Which they then responded : From : Comenity Bank Sent : Monday, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Payments Message ID : XXXX I am with Comenity Bank, which handles your credit card account. I'm here to help with your account needs. Your current balance is {$0.00}. We appreciate your business- and we appreciate hearing from you. If you have any other account concerns, we're always happy to help. Thank you for taking the time to reach out, and have a great day. If you have any questions, please click the reply button. Sincerely, XXXX XXXX XXXX XXXX XXXX They said I owe XXXX dollars to them, yet on my credit report it says I do, and even if I wanted to pay the bill that according to my credit report exists, on the Torrid account it says that I owe XXXX dollars. Please help me i doj n't know what else to do and my score has gone down XXXX points since this has transpired.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A