Date Received: 2022-08-17
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Commenity Bank purchased my credit card from XXXX XXXX They did not issue me a new card or let me know this was happening. As such, I have no access to their online system to view statements or pay my bill. I have told them I need access and still have yet to receive a card or be able to access statements. The bill is currently past due and is being reported to the credit bureaus as late. This has negatively impacted my credit score. Prior to this I had 100 % on time payments to this card and all other creditors on my credit reports going back over 20 years.
Company Response:
State: MA
Zip: 02446
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: From XXXX XXXX to XXXX XXXX, XX/XX/XXXX, I have acquired multiple hard inquiries on my credit report that I did not authorize. Under the fair credit act section 604. Permissible purposes of consumer reports [ 15 U.S.C. 1681b ] ( a ) In general. Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : If you have no written signature from myself, please remove these items.
Company Response:
State: GA
Zip: 30228
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: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I feel like my disagreements are being disregarded unfairly. XXXX makes it very clear that failing to review an item within 30 days will result in the item being immediately removed from my credit report. This entry should be removed right away. This account is not mine.
Company Response:
State: IL
Zip: 60139
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: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: We currently have a credit card with XXXX through Comenity Bank. On XX/XX/22 I got into my account and looked to see what my total balance due was. You have to use the Comenity 's easypay because you can never get into account center. Once on, it gives you several option to pay : minimum amount, statement balance, current balance, and other amount. I checked to see how their payoff balance was calculated. Per their website, " the amount reflects the full account balance ( current revolving balance plus finance charges ) as of todays date. If you have promotional plans, we'll also include the full balance you owe on all existing plans ''. So I chose the statement balance to pay my account in full. Their site says " all same day online payments submitted before XXXX ET would be credited to the account the same day. It said it would send me an email receipt, which it never did ( thankfully I printed out the page ). On XX/XX/22 I received an email stating my next payment was due on XX/XX/22. I checked the website and it was showing that I owed an additional {$160.00} interest charge dating XX/XX/22. I waited a few days thinking that maybe they hadn't processed everything since I had paid the loan off in full. On XX/XX/22 I checked my account, again through easypay because you couldn't get on the website, and the charge was still there. On XX/XX/22, I called Comenity and was told that I didn't actually pay my balance in full because the interest charges don't show up until the following month. After having to transfer XXXX times all the way to a dispute supervisor ( dispute # XXXX ), I informed her that when I paid the statement balance I was under the impression that it was my total amount due as there is nothing on the site to indicate you still have interest owed or any option that says include interest in your final payment. She informed me she would put in a dispute asking for the remainder of the charge to be dismissed because there should be something on the website allowing customers to pay loan off in full without surprise charges the following month, because people think the statement balance is exactly what they owe. She said that since my account is in dispute, there would be no additional charges added, and that I should get a response back with the decision before anything changes on the account. Per their website, a dispute could take up to 90 days and " Once a dispute is completed, you will receive written communication informing you of the resolution of the disputed transaction ''. On XX/XX/22 I received an email stating a minimum payment was due. I was surprisingly able to get login to my account and noticed they now charged an additional {$4.00} interest charge fee for a new total of {$160.00}. I received no type of correspondence or follow-up whatsoever, and yes, I checked my spam. On the website, the payment options again are minimum payment, statement balance, current balance. It is almost impossible to get through to anyone and they just keep charging interest. So we're expected to continue to pay the statement balance ( all interest at this point ) and then next month they just add another interest charge on what we paid. People need to stay away from this bank and the XXXX credit card because their interest is how they continue to make money off of people.
Company Response:
State: OK
Zip: 73013
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: Last year I opened what I thought was a BJ 's store card. I rarely used it, and did not know it was a credit card. I was not planning on renewing. In XXXX, 2022 I get a statement that I owed a {$58.00} renewal charge. Still not realizing this was a credit card. I planned to go to the store when I was in XXXX and tell them I wasn't renewing. In XXXX, I get another statement, this time with a late fee and interest. I now realize that the card is a BJ 's Comenity Mastercard. I called Comenity and tell them I didn't want the card and was disputing the charge. They tell me the late fee couldn't be reversed until BJ 's reversed the renewal fee. I called BJ 's and they reversed the renewal charge but said it would take 2 months to process. In XXXX I get another late fee and interest. In XXXX the renewal fee is reversed but I get charged another late fee and interest. In XXXX I get another late fee and interest. I was able to reach someone at Comenity Bank who put me through to their Collections Dept. They told me to pay the late fees. I argued with them and the representative, XXXX, said she couldn't do anything but would escalate. In the meantime my credit has been hurt. I put messages on the internet page for this credit card. Finally someone answered the message and again told me I was responsible for paying the late fees and interest which are now up to {$150.00} because I didn't pay timely. I tried reaching Customer Care and was on hold for 45 minutes last night and finally hung up. This afternoon I tried and after another 45 minutes on hold I hung up. Then I tried a different phone number and was on hold 15 minutes when the system cut me off. It is almost impossible to reach these people. I am reading online what a scam operation these people are. Please help me.
Company Response:
State: SC
Zip: 29579
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: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: On XX/XX/XXXX I went to my local dentist at XXXX XXXX XXXX XXXX and needed a procedure done and they offered me a in person payment plan that I would pay monthly and asked for my information, I asked if it would hurt my credit in anyway and they assured me that it would not hurt it in anyway the information was only going to be used for general purposes. As the receptionist entered my information I was informed by my mobile device that my credit was pulled with a hard inquiry and she said that it was not possible and said I should file a dispute to the Credit Bureau which I did on XX/XX/XXXX after receiving a credit card in the mail for XXXX XXXX which I did not approve.
Company Response:
State: FL
Zip: 33823
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
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 have been contacted the Comenity Capital bank several time about a refund check they need to send me, because Because I make and overpayment to pay off my Bj 's Master credit card for the amount of XXXX {$3400.00}. More than XXXX months has passed and still they do not solve the problem to send back my refund check that by mistake the payment made to them was duplicated. Now they says they mailed to me XXXX checks for the same amount of XXXX $ XXXX XXXX more than XXXX weeks but I have not received those check the sent it to me. and my account now show a balance of XXXX {$3.00}, XXXX and this is the amount they are suppose to refund to me. I spoke to several supervisor about this problem they have cause to me and they promise me to solve the situation and that I will received my refund check. but at this time nothing happened. Dates contacted : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and many others day and still the problem is pending. I sent a writing letter to dispute the charge made to my account that appear on XX/XX/XXXX XXXX on XX/XX/XXXX because they do not accept dispute transaction by phone only to make the costumer getting a hard time. Please help me to get my money back. Because that was a loan made to XXXX bank to pay off this credit card.
Company Response:
State: NY
Zip: 10032
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: 2022-08-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/22 through XX/XX/22 17 charges for {$95.00} had been made to my card.I did not make these charges or authorize them in any way. It is impossible to get connected with comenity bank at the number on the statement. XXXX. I have called multiple times and can not get an answer. It just disconnects.
Company Response:
State: NY
Zip: 12309
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
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. XXXX
Company Response:
State: TX
Zip: 75904
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I opened an account with XXXX and it is serviced by COMENITY - XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX. I received the first bill and paid it in full via XXXX XXXX XXXX XXXX banking for {$150.00} Per XXXX, " Check XXXXwas mailed to XXXX XXXX for receipt by XX/XX/XXXX, XXXX Confirmation # XXXX. '' I received another bill for {$32.00} ( late fee XXXX XXXX {$2.00} interest charge ) which because I was leaving on vacation I went ahead and paid until I had more time to research the initial payment. XXXX Confirmation # XXXX. I received what I thought was a duplicate bill and disregarded it as I knew I had paid the second bill and had not used the account. I have not stepped foot in that store since my one and only purchase, which I have now verified with XXXX XXXX XXXX, was paid-in-full and on time. However, today XX/XX/22, I received a fourth bill from XXXX in the amount of {$41.00} ( {$34.00} late fee and {$2.00} interest charge ). If this isn't fraud, then I don't know what is. I have been with XXXX for decades and have used online banking since inception. I have never experienced an issue until now. I contacted the customer care number on the XXXX and they were trying to " wheel and deal '' with me. I asked them to refund me the initial {$34.00} which I did not owe and remove the other bill of {$41.00} and to close the account. I was transferred to a manager when the rep refused my request. The manager said he would reverse one late fee and issue a {$15.00} credit if I didn't close the account. I repeated what I wanted and he kept circling through his script and saying that they didn't want to lose my account. I repeated over and over what I wanted and it became clear they were not going to budge. Please tell me how I can get this resolved and stop them from doing this to anyone else? Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXXXXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A