Date Received: 2022-08-22
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In XXXX I had called to close my XXXX XXXX XXXX account #. I had received it in the mail and decided that I had little to no use for it. I had called XXXX the phone number on the back of the XXXX XXXX XXXX I requested that the representative close the XXXX XXXX XXXX account number. I had also requested that she reflect on the account that I simply did not have a use for the card and that I had never used it. After we went through the details the associate had explained that I was still responsible for the balance of {$540.00}. that were incurred in XX/XX/2021. I explained to her that was impossible. I did not have the XXXX XXXX XXXX account at that time, I had just recently received the XXXX XXXX in the mail. The associate told me I would need to speak with the fraud department. She then connected me to the fraud department. You were experiencing an unusually high call volume and I was on hold for a very long time and unfortunately, I can not remember if I had even completed the phone call. Some time had passed and after receiving emails from XXXX with member discounts I had decided that maybe I would like the XXXX XXXX XXXX I then called to ask if I could get the XXXX XXXX XXXX reinstated. At that time the associate stated that the XXXX account was not closed and she would send me a new card. During this time I have very frequently been trying to make purchases at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX has a very user unfriendly website ; it takes forever to load a page and continuously XXXX XXXX XXXX XXXXXXXX is updating sales and pricing. Many times I just had to give up shopping because of two very young, very active granddaughters that I watch. One day I was finally trying to complete a purchase with XXXX XXXX XXXX XXXX and I was trying to make the purchase using my Victoria 's Secret credit card. Unfortunately my card was declined. I then confirmed my credit balance and I called either XXXX XXXX XXXX XXXX or Victoria 's Secret to confirm Victoria 's Secret credit card was still accepted. Again, because of my granddaughters I was unable to complete another purchase. Finally just recently I was again trying to complete a XXXX XXXX XXXX XXXX purchase, I tried multiple times and my Victoria 's Secret card kept getting declined. I then called XXXX XXXX XXXX XXXX to place my order by phone. After placing a large order my Victoria 's Secret card was again declined. This was now extremely frustrating! I have confirmed XXXX XXXX XXXX XXXX still accepts Victoria 's Secret credit card, and I know that I have an {$800.00} credit limit and XXXX balance! I then called Victoria 's Secret credit card at XXXX to speak with an associate. It was at that time I was told that my Victoria 's Secret account had been closed at my request. I told her " no '', I had not closed my account. I had told the associate how strange all of this was. I closed an XXXX XXXX XXXX account and was told I was responsible for a balance that I did not incur. I call to in inquire about now keeping the XXXX XXXX XXXX and I am told it was not closed. During this time I also had fraudulent purchases with my bank ATM card. In going over this with the associate she then asked " what was the credit card account you called to close ''? After confirming it was an XXXX XXXX XXXX account ; she then told me she did not know how relevant it was but she could see that your, bank handles the Victoria 's Secret credit card acccount AND your bank also handles the XXXX XXXX XXXX account. Back in XXXX when I had originally called to close the XXXX XXXX XXXX account and the associate told me I was responsible for the balance NOW it made sense. Somehow your associate was looking at my Victoria 's Secret credit card account and that is the account that she had closed that day! Now that all my credit difficulties had all made sense, I immediately called Victoria 's Secret, explained everything that had happened and told them I wanted my Victoria 's Secret account immediately reactivated. I was told that it was not possible, I needed to do this much sooner. Of course I would have done this sooner, if I would have known that this is what had caused me all the difficulties and much wasted time browsing and shopping and continuouly getting denied. I have called Victoria 's Secret and I have called you, the bank and I keep getting told to reapply for a new card. I have explained over and over, I should not have to reapply for something that I did not close. The Victoria 's Secret credit card has member perks, there is : birthday rewards, XXXX birthday rewards, anniversary rewards, rewards based on amount of purchase, rewards on type of purchase, not to mention that I was now at an {$800.00} credit limit, and of course, credit terms may be different than my original credit terms ; I did not want to lose everything that had taken me years to achieve. I should be restored to my original status. I was a responsible cardmember. I paid my payments on time and I had a XXXX balance! This is absurd to know that your employee in err, closed a cardmembers account. To think of all the wasted time I have spent, having all these difficulties and I did not cause this but yet, you are making me pay for it. You are leaving me no other choice but to file a complaint with the Consumer Financial Protection Bureau and with my state attorney general. The credit card account numbers are as follows : XXXX XXXX Victoria 's Secret Customer Care : XXXX Customer Care : XXXX
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Credit card has been have servicing issues for over 3 months. I ordered a new card the first week of XXXX because my card wasn't working- not knowing that it was because Comenity was having system issues. New card never received. I have made multiple requests for a new card. They sent me a letter that they can't send me a new card due to my account status. My account is paid current and there are no alerts on my account per them. They don't know how to fix my account or issue a new card. They were supposed to send me replacement coupons to use - instead, they send me a blank piece of paper. They have no idea how to fix the issue that they created with their supposed system upgrade. I have had multiple phone calls with them to no avail. I can't use my card and have lost out on coupons, rewards and offers over the past several months.
Company Response:
State: IL
Zip: 60181
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2022, I came to XXXX to browse only. They pressured us into checking to see if we could possibly get a pet through financing. An associate named XXXX said that they had financing options that had nothing to do with credit. She said there would be no hard inquiry and no strings attached. She told me that I was approved for financing if I wanted to take the dog home, but I refused the offer. I received an email today, XX/XX/2022, that I had a new credit card with Comenity Capital for {$11000.00} ( For XXXX ). I never signed a paper for XXXX to inquire credit wise, nevertheless sign for a credit card. I had the card closed immediately, since I didnt want it and will never use it. It is not yet showing up on my credit report, but I would like neither the hard inquiry or the closed account be on the credit report since it was unauthorized. XXXX has no paperwork to support that this was not a fraudulent opening of a credit card on their part.
Company Response:
State: KS
Zip: 66213
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XXXX credit card account was opened under my name by somebody I don't know without my consent, and there has been {$9000.00} charge on this credit card which I didn't make. This is a fraudulent activity, which I already contacted the card issuer and asked to investigate and close the account ASAP in XX/XX/XXXX. However, the account is still open and due to the interest, the balance increase to {$9400.00}. I contacted the company again on XX/XX/XXXX, asking about the status, and the representative told me that the investigation is still ongoing, and should be completed in the next five business days. This hasn't been done so. There were XXXX other credit card opened as fraud ( XXXX, XXXX, XXXX XXXX XXXX XXXX and they already closed the accounts. I don't understand why XXXX XXXX XXXX XXXX bank takes so much time to close the account and take the balance away, which impacting my credit score.
Company Response:
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Both mine and husbands credit cards from Comenity Sony was stolen and over {$1000.00} of was charged onto the account from XXXX. We did not make these charges and I called Comenity on XX/XX/15. The fraudulent charges were still posted to my account even though we did not make them.
Company Response:
State: MI
Zip: 48105
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I received a decrease in my credit card limit with out Notice after I had a complaint about this company on XX/XX/2022 They Decrease My Limit All the way down to XXXX dollars and I don't understand
Company Response:
State: TN
Zip: 37043
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: 2022-08-21
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I called Comenity Bank to pay off my loan with XXXX on XX/XX/2022. Multiple times throughout this process, I was pitched " promotions '' and even told I could not pay off the loan at that time. Finally, the Customer Support Representative allowed me to pay off the full balance of the loan, after I threatened to complain, and was told the entire balance of the loan was removed -- that there would be no further charges. Fast forward to XX/XX/2022, and there are multiple interest and finance charges totaling {$29.00}.
Company Response:
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Report Act XXXX XXXX Account # XXXX Comenity. Bank/ NY & Co Acct # XXXX They have all violated my rights. 15 USC 1681 Section 602 states " I HAVE THE RIGHT TO PRIVACY '' 15 USC 1681 Section 604A section 2 : It also states " A consumer Reporting Agency can not furnish an Account " Without my written instructions '' 15 USC 1666B : 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: CA
Zip: 91352
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has 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 1666B : 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: GA
Zip: 398XX
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Acct # XXXX Response from Commenity Bank is that it could take up to 60days to fix issue? This is NOT acceptable! They are already almost 90 days behind on reporting and there is nothing to research as it shows directly on the reporting page of all credit bureaus that they have not reported my lesser balance or ANY of the payments that I have made! If this is not fixed by end of month my lawyer will be contacting them and will be contacting all members that have loan payments with Commenity bank and we will be starting a class action lawsuit. I'm sure this is a very common thing happening at this bank as we have already heard from multiple people about same thing. I have already contacted the asset manager of XXXX XXXX and told them what they are subjecting themselves too using this incompetent banking establishment!
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A