Date Received: 2022-08-24
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: XX/XX/XXXX - identified fraudulent charges on my card and notified Comenity the card Holder ( Comenity Bank, XXXX XXXX XXXX, XXXX, OH XXXX ) a division of Bread XXXX XXXX XXXX XXXX XXXX, OH XXXX The Customer Service agent confirmed the fraud, took details and advised a new card was to be issued. Charges were removed. XX/XX/XXXX - fraudulent charges were reapplied to my account and received an email to call Comenity, XX/XX/XXXX - called Comenity and they said they had no knowledge of any fraud and directed me to fraud department. On phone with Fraud Department- was told Comenity had a computer " system update '' and they can not access my account. XXXX from the Fraud department tells me there is " literally nothing they can do '' - they can not see my account nor resolve any inquiries. Shocked to hear that I asked XXXX to repeat that as I could not believe what I was hearing - she confirmed that Comenity can neither access my account, nor speak about the fraud. She did say that I am responsible for the payment. I asked for a XXXX. I asked her to close my account. She said XXXX can not do so at this time as the system is locked.
Company Response:
State: FL
Zip: 32792
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Comenity Bank had someone elses payments and transactions posted on my account on XX/XX/XXXX. I called them but the CSR could not understand what I was telling him. He kept asking me if it was fraud. It was not fraud, it was an account problem where what I was seeing online was not my information. He finally gave me the IT department number. Of course, no one would answer the phone. I finally resorted to contacting Comenity Bank through their online Secure Messaging. I had a very generic response within 24 hours stating the request had been forwarded to the correct department. I have received no communication from them since XX/XX/XXXX. As I am very concerned about the state of their online security I assume someone else was able to see my payments and transactions I started requesting them to close my account on XX/XX/XXXX through their " secure '' messaging. They will not allow you to close an account online. I dont have hours to spend waiting on hold, so I have requested they close my account on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have had no response from them nor has my account been closed. I am very unhappy with this bank. I have had the Sony credit card for years and closing the account will reduce my credit score. However, when the card was transferred to the control of Comenity Bank there have been constant website outages, the inability to access my account online, and the card declined at various brick-and-mortar stores ( where the card was presented in person and I had a large available credit balance ) with no explanation when I called the number on the back of the card, etc. Their customer service is non-existent. I can no longer tolerate the ineptness of this bank. I am upset my personal information may have been compromised ( with no explanation or even an apology ) and my credit score has to take a hit because of their incompetence. Please help.
Company Response:
State: FL
Zip: 32707
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Hi, I filed a report previously- XXXX regarding this account with Layne Bryant credit card XXXX I requested the card be closed in XXXX of XXXX. The account wasn't closed and I was fees every month after that for 6 months. I called them every month about this issue and they assured me that it wouldn't happen again. During this time in XXXX of XXXX they reported a late payment on my credit report. When I previously filed a complaint, they stated that they would remove the late payment from my credit report and refund me for all the charges that had happened for over 6 months. They have not done anything that they said that they would do.
Company Response:
State: TX
Zip: 76108
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
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: Though I messaged within my account twice ( XXXX and XXXX ) and called twice ( XXXX ) requesting my XX/XX/XXXX statement, I still have not been provided it. It isn't posted with my other statements. When I received the XX/XX/XXXX statement before getting the XX/XX/XXXX statement, I initially thought that the XX/XX/XXXX statement was just mislabeled as XXXX instead of XXXX but upon further review, the ending balance for XX/XX/XXXX was different than the begining balance shown on the XX/XX/XXXX statement so either I'm falsely being charged or I need to be provided my XX/XX/XXXX statement. When I called, the representative said there was a system update that caused the XXXX statement not to post along with my other statements. Either way, I need to be provided my statement.
Company Response:
State: CO
Zip: 80537
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Comenity Bank has been calling us multiple times a day looking for XXXX. There is no XXXX here which we have communicated to them. They continue to call us from XXXX XXXX and XXXX. I have blocked other numbers which I do not know how to access. My husband has repeatedly told the gentleman at the XXXX that he had the wrong number. Calls on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. These calls are from just the 3 numbers listed above. I have not included the blocked numbers as in all fairness, not all my blocked calls were from Comenity Bank.
Company Response:
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15 u.s.code 1681a your company is clearing violating the law rules of construction
Company Response:
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX Credit Card company has charged me for late fees after I spoke to a representative on XX/XX/2022 to pay off my credit card. I had asked to pay off my account and paid an amount of {$32.00}. The systems were down during this time because they were going through updates, so I was unable to pay online on my due date on XX/XX/XXXX. I accrued three late charges when I was told my account was closed and paid off. When trying to resolve this matter with XXXX commenity bank they had assured me my account was closed when online it showed I had a credit and balance and my account is still open. They are taking advantage of people. When I spoke to Commenity bank, I was told I still owe the fees.
Company Response:
State: CA
Zip: 95829
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Torrid Comenity banl credit card account # Account Ending In : XXXX I was unaware there was a balance in my account, It appears that my account was not credited correctly after a made a online return in XX/XX/2022, should have been for about {$30.00}. I was under the impression that the return and my payment in XX/XX/2022 had cleared my balance. Because the credit for the return did not happen the balance remained and a late fee applied for XXXX, XXXX and XX/XX/2022 totaling {$110.00}. During the time the late fees were being applied, I did not get any notices in mail. I checked on my credit and discovered there was still a balance on this account and this is how i found out about this. I tried calling comenity bank to discuss the matter and they transferred me around to at least 3 people no one knew how to help me and I was on the phone with them over 1 hour. I as put on hold and they ended the call. I since closed this account because I do not want to incur anymore fees. I would PPRECIATE ANY HELP YOU CAN PROVIDE ME WITH THIS MATTER. Thank you XXXX XXXX
Company Response:
State: CA
Zip: 91325
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Took or threatened to take negative or legal action
Subissue: Sued you without properly notifying you of lawsuit
Consumer Complaint: I was notified by my bank about a year ago about credit card fraud where the person used my XXXX account and ordered various items on my debit card and/or through my mastercard. I was told by the bank to file a report with the police which I did and also contact the three credit bureaus. I assumed everything was straightened out but it was not and I recently received a noted saying I am going to be sued by a credit collection agency, actually two of them. Can someone help me out with this? I have tried to contact the collection agency to no avail, yet I have been reading they have been noted to sue people in an unjust way? Can you help me please??
Company Response:
State: NJ
Zip: 07652
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX 's Credit Card uses Comenity Bank, XXXX XXXX XXXX, XXXX, OH XXXX. Comenity has charged repeated late fees and exceptionally high interest rate charges to my account even though the account purchases were paid in full. I tried calling the bank regarding the XXXX late fee in XXXX, but the bank was not accepting any calls. The bank had a recording saying they had a system issue and were not charging customers late fees during this period. I asked them to reverse the late fees when I received my XXXX statement. They said since the payments were received 5 days late they could not reverse the late fees. I explained that I had tried contacting regarding the late fees, but they would not accept any customer calls. I now have 2 late fees and exceptionally high interest charges totaling {$86.00} for 2 months. I have now cancelled the card.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A