Date Received: 2022-08-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Comenity bank/EXPRESS has posted inaccurate information to my consumer report. I have not received a correct and true statement since November 2021. I have attempted to contact them but haven't received a response. This is a billing error and needs to be fixed so i can pay my credit card. This inaccurate information on my consumer report needs to be fixed so i can apply for more credit. This adverse action on my consumer report has affected my ability to move into my apartment. I want to continue to do business but i haven't received a statement at ALL.
Company Response:
State: GA
Zip: 30340
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: This is about Comenity Bank for my Torrid store credit card. Every time I try to log in to the account website, my login doesn't work. One time I called and was told that I had to use all caps for my login user name. And that worked that day. Then I tried again another day and it didn't work. I tried to reset my account information and entered all my identifying information and was told that my account was not found. The hold time for customer support took for ever and then I got disconnected and had to start over with their phone tree. I gave up that day because I didn't have time. I tried again today. Again, a long hold time and then disconnected. I called back. The representative sent me an email with a URL to log in. That time it worked and he said to save that link in my bookmarks because there was a " glitch '' that accessing the login from the bank 's website at XXXX XXXX XXXX didn't work. This is completely unacceptable behavior that has persisted for weeks. I need reliable competent access to my account because I have paperless billing.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: COMENITY BANK/XXXX has posted inaccurate information to my consumer report. Comenity bank has not sent me a correct and true statement in the mail since XX/XX/2021. I want to continue to do business with comenity bank but this billing error has effect my credit score massively. I have not been able to apply for credit and didn't realize why until I looked at my consumer report. Comenity bank i demand that all the inaccurate information posted on my consumer report be removed. I also demand that all late fee and charges be removed from my consumer report. This billing error is your fault and has caused me stress and made my life difficult.
Company Response:
State: GA
Zip: 30340
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have had issues paying my bill with Comenity bank on my XXXX card for months. When you make a payment over the phone they never send anything to let you know the payment has fully gone through.
Company Response:
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Comenity bank calls me from different phone numbers in different states. They called me yesterday XXXX times. Theyve already called me twice this morning and its only XXXX XXXX locally. They call when I am at work repeatedly and its going to make me lose my job.
Company Response:
State: FL
Zip: 32578
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
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: I got a credit card from XXXX XXXX Comenity bank, a few months ago, have been paying on time for a {$30.00} or {$35.00} dollar purchase, and have been billed with late payments of {$40.00} to {$90.00} in late payments. Wrote them a note along with last Payment explaining their mistake, but only to receive latest bill of {$120.00}! Also, had a harassment call from them to pay a {$40.00} late fee, which caused me to have kidssymptoms of almost a XXXX XXXX Last purchase at store was made with other credit card. This is the worst bank and someone should stop them from doing business.Thank You kindly, XXXX
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On the top of our XX/XX/XXXX statement it showed this : New balance : {$2800.00} Minimum payment due : {$30.00} Save on Interest Payment : {$1900.00} Payment due date : XX/XX/XXXX On XX/XX/XXXX we paid {$1900.00}. On the XX/XX/XXXX statement, we had {$34.00} interest charged. We called Comenity and they said we should have paid {$1900.00} + {$30.00} to avoid interest charges. They gave us a {$10.00} finance charge reversal ( credit ) but could not reverse the interest charges. I escalated to see if a manager could reverse the full {$34.00}, and she could not. I then asked if this would result in future fees, and if we would have interest charges on our XXXX statement. She told me directly, " no, not if you pay your next bill in full. '' She also said everything was " clearly spelled out in the small print below the itemized purchases, on page 2, '' but I was never able to find anything indicating how the " Save on Interest Payment '' was supposed to work. She also could not find it when pressed, or any other consumer-facing documentation that I could see for myself. She agreed the documentation " needed work '' but dismissed our case as an avoidable mistake on our part. Moving forward, the XX/XX/XXXX statement showed our Balance as {$3100.00} due on XX/XX/XXXX. So on XX/XX/XXXX we paid {$3200.00}. The XX/XX/XXXX statement included interest charges of {$90.00}. I called Comenity and ( after being on hold for over an hour ) they explained that it takes 2 consecutive months of paying in full to avoid further interest charges. I asked to see this in writing, and AGAIN they could not find it anywhere. The customer service rep had to make an internal call ( on hold again ) to make sure that was true because she could not find it written anywhere, either. I asked for the call to be escalated, and after being on hold for several minutes, they hung up on me ( whether intentionally or unintentionally, I do not know ). So, we have had to pay two interest charges -- both occurring for reasons that are not documented where Comenity customer service can point to, and certainly not in the billing statement where they ought to be. I call that deception, or at least negligence ; but if negligence, I would argue they should have been willing to reverse our charges and fix the issues rather than anger a customer who will move on as soon as possible. We've never had any problems like this with any other credit card services, and our credit scores are both very high. We have the funds to handle the full balance every month, so that was not the problem. We only got this card for the rewards and gas discounts at a regional store. The unclear concept of the " save on interest payment '' feature appears to be a honeypot for Comenity to make at least 2 months ' worth of interest from good customers who just want to pay their monthly bill. Do they really think they're the only credit card service in town?
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Comenity Bank handles XXXX XXXX XXXX credit card accounts and payments, There is a mistake on my XXXX XXXX statement ... XXXX amount I owe is incorrect. The XXXX statement with payment due XX/XX/2022 showed a balance of {$720.00} but I bought items that totaled {$220.00} on XX/XX/2022 increasing my balance to {$940.00}. On XX/XX/2022, I paid the entire balance which was {$940.00} ( instead of what I meant to pay which was {$100.00}. I called and asked for a refund of {$840.00} leaving XXXX XXXX with {$100.00} and my balance at {$840.00}. But it is not. On my XXXX statement where payment was due on XX/XX/2022, I have a balance of {$1800.00} because on XX/XX/2022 you gave me a payment adjustment of {$940.00} and then on XX/XX/200 you gave me a credit balance refund of {$840.00} which was unnecessary and incorrect. The {$940.00} payment adjustment is an error and should be removed because I did not receive a payment of {$940.00} in my Bank XXXX XXXX account -- I only received {$840.00} in my Bank XXXX XXXX account. My balance should be {$840.00} ( {$940.00} minus {$100.00} ) However, the {$100.00} payment is not reflected on the XXXX bill where payment was due on XX/XX/2022. My bank, Bank XXXX XXXX issued, me an {$840.00} from you. They clearly understand what happened, which was refund back to me all but {$100.00}. XXXX Bank XXXX XXXX statement does not show an additional {$940.00} refund from XXXX XXXX -- so my XXXX XXXX card statement should not either. You have to adjust my statement because you have an adjusted my payment of {$940.00} ( which was a refund ) and then charged me {$840.00} for refund againwhy do you have XXXX refunds/payment on my account? Your mistake is messing up my XXXX XXXX as outstanding balances affect your score. Moreover, I am being charged for interest an incorrect amount- {$1800.00}. I will attach my last XXXX XXXX bills for XXXX, XXXX and XX/XX/2022 and XXXX Bank XXXX XXXX statement for XX/XX/2022. How did my balance go from {$720.00} to {$1800.00} with only {$220.00} worth of purchases? It did not, you made a mistake by charging me twice for only XXXX refund!!!! My XXXX XXXX XXXX statement still has the incorrect balance owed.
Company Response:
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
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 XXXX XXXXXXXX has violated my rights 15 USC 1681 section 602 I have the right to privacy 15 usc 1681 section 604 a section XXXX 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: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a couple of store credit cards issued by XXXX XXXX and tried to pay them all off on XX/XX/XXXX, however, their website was down and they would not answer the phone system. I ended up sending the payment through my bank which took a few days longer. I should not owe interest on those days since it was not my fault their system was down and there was no way to pay my bill off. As of XX/XX/XXXX my bills should have been paid in full. The website shows my payment cleared by them on XX/XX/XXXX when my bill was due for XXXX. In an attempt to regain my interest, I contacted the store XXXX. They tried another customer service number which ultimately did not go through either. Eventually, I was able to log in to the website and send a message, however, the customer service message did not address my concerns and told me to contact them by phone. I tried to contact by phone again on XX/XX/XXXX, but the call would not go through. I have sent another message to get this new problem of a late fee addressed and the old problem of the interest addressed. It is unacceptable to charge people interest and late fees, but provide no way to contact them. This also applies to my other charge card under the store The XXXX also with Commenty bank.
Company Response:
State: TX
Zip: 78681
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A