Date Received: 2022-08-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My husband and I opened a high yield money market account with Bread XXXX. We both moved our savings accounts over to Bread XXXX and combined our savings into a single account. We made XXXX large transfers into Bread XXXX and a few smaller transfers. We wanted to earn the best rate on our funds. We opened the account online on XX/XX/XXXX. The first large transfer was made on XX/XX/XXXX for {$75000.00}. The second large transfer for approx. {$73000.00} deposited on XX/XX/XXXX. On XX/XX/XXXX our account was placed on Restricted Status. We received a message through their online portal to call and ask for Account Protection. I did as instructed in an attempt to clear up the fraud flag. But this is the problem- I have done everything I was asked to and still can not get anyone to assist me. I keep getting transferred from person to person ; department to department. No one will help or can help. My life savings is held up with no access to the funds. I want to close the account, but I am not being allowed to because funds are Restricted. I feel like they have stolen our money, are holding it from us, and not offering us any avenue to get the account un-restricted or cleared up. The limit for incoming ACH transfers was {>= $1,000,000}. Our transfers, of course, are well below this threshold. We added the funding accounts through online banking and went through the verification process via micro deposits. The accounts involved are all the same account ownership. Bread XXXX had no problem taking funds in, but are making it literally impossible to get access to funds. It is unacceptable to me to Restrict accounts, but then have a way for clients to seek assistance of what needs done. We have been on hold for hours. This is our life savings and now I am extremely nervous and worried. I am absolutely sick. I want to be allowed to close my account and move our funds out to a different bank. Please help me get our funds.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have had a dispute with Comenity Bank who manages my BJ 's Mastercard. My payments have been made from the same bank and the same account since acquiring the card and making auto payments. There was never any problem until I made the last 2 payments to pay the account off and they said they were never received. Payments were from XX/XX/2021 and XX/XX/2021. The dispute began in XX/XX/2021. They reported to the credit bureau that I had late payments in XXXX and XXXX even though the balance on the account beyond the disputed amount is {$0.00}. I forwarded all of the printed documents from my bank verifying the completed transactions between their 2 offices and even the internal transfer information from my bank was supplied, but, this still did not get them to make the correction. After 5 months I received the first investigation response letter where they stated my first payment was found. but, since my intent was to pay on the account of another person living at my address, they could not apply it to my account. The final payment they said it was not received followed by the explanation that that amount was received and returned to my checking account because they didn't know where to apply it. The second response letter said my name was on another account and that was the account my payment went onto to and the second payment was just not found. Fact stating that I live alone and no one uses my address and my name is not on any other BJ 's Mastercard and this can be verified through the credit bureau listing of all my credit cards. Certified mail has been used to forward all of the supporting documents to Comenity twice along with to the BJ 'S Corporate Office and my local Delaware Attorney General. Other offices have been contacted as well. There is a dispute in with XXXX for the second time and also with XXXX at this time. Even after finding out that they returned the second payment of {$65.00}, I later sent them over the phone {$75.00} when they left me stranded on vacation unable to use my card at the end of XXXX. The payments in question were on XX/XX/2021 for {$120.00} and XX/XX/2021 for {$65.00}. The reasoning they give is false and they can not verify anything and anywhere they say the money ended up recorded. My personal bank did everything they could and finally told me to report them to the XXXX They have now recorded 3 months of late payments to my credit report with a balance of now {$300.00}, but, don't even know where that amount has come to be. This all began with paying off a credit card with {$180.00} balance off. They have kept {$190.00} ... .more than the amount due, Comenity refuses to fix their mistakes. I have endless proof and not one of the customer service representatives can show or explain to me where they have come up with their false information. My only request at this point is for the account balance to be made {$0.00}, my credit report to be fixed and back to excellent standing and then for the account to be closed. At this time my credit score dropped XXXX points because of what they have done. These payments are nearing a year old and they will not do anything. I need this to stop and have my above request met after all I've had to endure and all of the expense of providing documents, mailings, calls etc.
Company Response:
State: DE
Zip: 19808
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: After an hour on the phone with Comenity, who manages Ann Taylor XXXX XXXX, it turns out there was a system upgrade which resulted in omission of a XXXX statement. This led to all customers having A LATE FEE assigned to them in the XXXX statement. Billing cycle closes on XXXX of the month and any charge after XXXX shouldve appeared on a XXXX statement if there had actually been one issued. The company had no explanation, no offer of how they were, if at all, going to mitigate this issue for customers. It took me insisting on speaking to a supervisor to get the late fee removed from my account as the first person didnt have authority to do this. I have never missed a payment in FULL in my life and this excuse of theirs is inexcusable and I am filing a complaint with CFPB.gov especially on behalf of the countless others who may not be aware or able to advocate for themselves. I wouldnt have even noticed this if I hadnt dug in because I automatically pay my credit card bills whenever they come into my checking account but obviously XXXX was nonexistent which led to XXXX problem. Supposedly this is not yet reported to credit bureaus but Im upset over the principle of the matter and the companys cavalier attitude. That is certainly no way to operate a business no less one that involves ones finances! Bottom line is the late fee is not my fault but company error for which they have NO PLAN to rectify. Theyve credited me the late fee and interest but theres no way of knowing whether this will impact my credit score nor should it even get to that point. Be aware. Comenity Bank clearly does not have any plans in place to protect their customers. They have no accountability and I do not trust them.
Company Response:
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Please note that this is not a duplicate complaint. This is based on some more lies and " I dont know '' answers I was provided on XX/XX/XXXX by Comenity Bank XXXX They keep on lying to customers on recorded lines. I just called them about my missing funds of $ XXXX and the restricted account status and after two and a half hours of hold time, I got hold of XXXX in XXXX Ohio whose title says " Customer Deposit Investigator ''. She was rude and incompetent beyond belief. She kept yelling at me and threatening to disconnect my call every time I asked her a question or told her that her statement was incorrect. - First lie. She told me that they had sent me a letter in secure messages saying that my account was restricted. When I told here there was no such message, she threatened to disconnect my call. Finally, after 5 attempts to get through her thick skull, she still won't admit that, sent me a message to me while we were on call and then lied again saying that I was incorrect and that the message was there all along. I have attached the proof of her lies. Look at the time in the message, she sent it to me when I told her that she was lying that they had already sent me such a message on Friday XX/XX/XXXX. - Second lie. She kept asking me to send proof of funds for incoming transfer I did on XX/XX/XXXX. I kept telling her that it was not an incoming transfer but an outgoing transfer and that those funds were with Comenity bank for at least a year. So you already have all the proof of ownership as you already have all my Comenity bank statements showing that those funds have been in my account for more than a year. At this point, her brain short circuited and she started yelling that I am not listening to her, etc. - Third lie. She kept asking me for documents that I have already sent them multiple times. She kept claiming that they dont have them - Fourth lie. She asked me to send proof of ownership of the transaction I did with XXXX XXXX XXXX. When I told her that in all my transaction history, there is not a single transaction with XXXX XXXX XXXX, she totally lost her composure and started threatening to disconnect the call saying that I was not listening to her. - Fourth lie. She told me she had no answers for me and that her manager will call me at XXXX. She won't even tell me his/her name. When I told her that I don't believe that because of numerous such lies that I have been told, she said that she will stay on hold with me till XXXX. But just 5 minutes later, she told me that she is hanging up the call because she doesn't know when he/she will call me and then just disconnected me. So after wasting 3+ hours on the phone and dealing with extremely rude agents who have no clue what they are doing, I still have no clue what is happening with my missing $ XXXX and the remaining $ XXXX in this account. The summary of this episode is that they were totally fine with my account ( of more than a year ) and the funds in it. They started stealing my funds and putting my account on hold without even bothering to inform me, only when I tried to do a wire transfer to take some of my funds. It clearly tells you that security is just a pretext that they hide behind and their main purpose is to make it extremely difficult for people to withdraw their funds. Pathetic behavior.
Company Response:
State: NJ
Zip: 07047
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
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 right. 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: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is not duplicate issue. Its ANOTHER issue. At the end of XXXX I was closing on an RV loan and a truck loan, as well as a business loan. My scores were critical and I depended on the fact that Comenity would properly report a proper billing cycle according to their policy and procedure and pattern they have operated on for 19 months. Especially since I was unable to access my account or speak to Comenity customer service for well over 30 days. On XX/XX/2022, Comenity denied me access to my account and denied me access to customer service. I had not way of communicating with Comenity to CONFIRM that Comenity 's billing cycle is still THE DAYS OF THE MONTH. Same as they have operated for 19 months. ( i.e. XXXX has XXXX days, XXXX has XXXX days, billing cycle is 30 days, XXXX has XXXX days ). Comenity representative ASSURED me on a recorded line that it was in fact the same policy. This was CRITICAL to me being able to zero out my balance reported to the credit bureaus. On XX/XX/2022 I was unable to pay my bill in full. On XX/XX/2022 I was unable to pay the full balance only partial before it logged me out and I was unable to gain access again. On XX/XX/2022 After MANY attempts to gain access to my account to pay the rest of the balance, it finally let me and then logged me out again with no access to verify payments submitted. On XX/XX/2022, I received notice my score dropped by XXXX points. At the time I was unaware that they decided to change their billing cycles from " days of the current month, to XXXX days '' I still had XXXX access to my banking and credit card statements, which should be deemed unlawful. I was unable to close on my loans. After much complaining, Comenity 's " courtesy '' was to randomly report my account balance THE DAY BEFORE THE XXXX DUE DATE, which they knowingly and with reason to believe it would harm my score again for XXXX, instead of just reporting statement closing date balance. I do believe this was in retaliation to my many emailed compliants. There was NO REASON to report my balance on the day before the due date, instead of waiting to report my balance along with all the other consumers. I also found out from XXXX they REFUSED to answer my dispute so XXXX was forced to delete my perfect payment history and lowering my credit utilization. So they are picking and choosing when to report my credit bureaus but not others? I have asked SEVERAL times for their policy on reporting to the credit reporting agencies and they refuse to tell me or give me the policy that is NEGATIVELY IMPACTING MY CREDIT REPORTS. Did everyone get a balance reported on XX/XX/2022, when the due date is XX/XX/2022? Should I have not been notified? or given a choice since all of this is THEIR default and unlawful behavior? On or about XX/XX/2022, on a recorded line, the customer service agent ASSURED me and CONFIRMED TO ME, that my balance would absolutely be reported on the statement closing date just like every consumer for XXXX XXXX account XXXX I made sure it was XXXX. They were dishonest and lied to me. I just received a notice AGAIN that for XXXX that as " ANOTHER COURTESY '' they will be randomly reporting my balance again, and not reporting XXXX statemen billing date AGAIN. So they get to choose which balance they see fit, harming and damaging my changes at my loan for now 60 days. Why am I being discriminated against? I feel it is retaliation for standing up for myself and my financial loss. They continue to lie to me, telling me they will do one thing and then completely doing another. I am asking you to step in with a cease and desist. Hold them accountable.
Company Response:
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I entered into a XXXX related 12 month hardship program that included all of my credit cards with Comenity Bank ( all cc had to be incl and put on hold and could not be used ; this was a requirement by bank to enter their 12 month hardship program in XX/XX/XXXX ). All but one ( XXXX ) of my credit card accounts was removed from the program in error in XXXX, despite the bank requiring all credit card accounts be included. At no point did I ever ask to remove any credit card accounts or to be removed from the initial 12 month program. The bank continued to keep my XXXXXXXX XXXX open and it continued on the program with automatic payments thru XX/XX/XXXX, which is when the program was scheduled to end. I made numerous calls to the bank regarding the other accounts that were removed in error and disputed the XXXX accounts that were closed with all three credit bureaus, but no resolution has been made to date. Regarding the cc that continued to be open until recently, the bank approved me to be on a new financial hardship program that I enrolled into in XX/XX/XXXX ( also for 12 months ). Again, this new program required automatic payments of {$40.00} per month that they scheduled that have been coming out of my bank acct consistently since entering the program. However, since entering the program in XX/XX/XXXX, I have been billed for the normal ( non-hardship ) amount incl interest and late fees every month and have made numerous attempts to resolve their billing errors and have not succeeded. I just recently learned that my acct is now closed ( after disputing my acct status, payment history, and fees billed in error numerous times with the bank and via each credit bureau )! I spoke to XXXX different representatives on XX/XX/XXXX, who all agreed and can see my cc was on a hardship plan, and they further agreed my account was closed in error ( just like my other XXXX accounts ). The XXXX agents I spoke to ( after being transferred several times ) could not help me because my acct has been closed, I was told the system status code does not allow them to fix my account. Despite making the agreed payments on time every month via autopay per the program terms, the bank has closed my account, they continue to report negative information that is WRONG to every credit bureau, and the necessary corrections have yet to be made, regardless of consistency withdrawing my timely monthly payments throughout the duration of another hardship program. My credit card balance, interest, and late fees are all wrong and my credit has taken a dramatic hit from the ongoing errors reported by Comenity Bank on all of my accounts with them!!!
Company Response:
State: CA
Zip: 92069
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: During 2021 I received a monthly statement for my Comenity Bank VISA card that showed a {$290.00} charge I did not authorize. I called the bank to report this unknown charge and was told to send a written dispute. I wrote a dispute letter and received a letter saying that a merchant who had my card number submitted the charge for a recurring membership fee. I don't want or need this membership and I called the merchant. They cancelled my membership, but prorated their refund because it took the bank 3 months to respond to my dispute. I again wrote to the bank saying that I raised the issue of an unauthorized charge as soon as I first saw it on my statement and I am not paying for it. Now, a year later, the bank is still sending me daily phone messages asking for payment. I have written them saying that I am not obligated to pay since they ignored my initial report of this charge not authorized by me and instead they paid the merchant.
Company Response:
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-13
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: My account is through XXXX XXXX My account was paid in full and I had noticed my credit score suddenly dropped from XXXX ( in XXXX ) to XXXX ( in XXXX ) it dropped XXXX points simply because XXXX reported my account as 30 days past due. I have never in my life missed a payment nor did I get a statement from them. On XX/XX/XXXX I spoke with a representative ( I have representative information and references numbers for my calls ). I was informed because technically I was a couple days late when I paid my balance off the late fee did not reflect when I was making my payment. Fast forward they charged me a late fee ( which I never received notification of ) and because I didnt pay this late fee I was reported for 30 days past due. I was told on XX/XX/XXXX they would reverse the fee and I only had to pay about {$7.00}. I checked again on XX/XX/XXXX and saw my account still shows a balance. Again I call and speak with the supervisor this time named XXXX. I was told again they would clear the charge and clear the charge through my credit report. Today on XX/XX/XXXX I go and look at my account which still shows I owe a balance of XXXX with a statement date of XX/XX/XXXX, the day after I spoke with the supervisor. I have not received this bill in the mail. Now here I am trying to figure out what to do. Do I close this account and potentially lower my credit some more? Ive never had this issues with any of my accounts and have worked so hard to raise my credit as Im trying to buy a house. I feel like they are giving me the run around and Im not sure what other options I have. I would like to note my bank sent a check to pay this account off which was done in XXXX and since then I have nothing but issues and random fees. I have also not received any of these statements.
Company Response:
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-13
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Please note that this is not a duplicate complaint. This is about an unauthorized fraudulent debit with a vague description that they have posted on my account for $ XXXX and have also have put my account on restricted status on the afternoon of XX/XX/XXXX. They did not inform me about this debit in any way. I could not sleep whole night because of this fraudulent debit. I sent them multiple secure messages about this fraudulent debit and none of those have been answered. I just spent XXXX hours on the phone with them and they said they don't have anyone available who can answer any of these questions. I have no idea what they have done with my funds and they are not willing to provide any answers. Last time they put my account in restricted state ( about an year ago ), they called me and asked all sorts of XXXX, biased and stupid questions before releasing that. I should have learnt my lesson back then and closed the account right away but I though that was just a few bad apples but this whole bank is rotten to the core. Yesterday evening they posted the debit as TRANSACTION POSTED ON-LINE Pending - XX/XX/XXXX {$250000.00} which gives you no idea what they have done with the funds. Now the same debit is appearing as DESCRIPTIVE DEBIT XX/XX/XXXX {$250000.00} which again gives you no idea what they have done with the funds.
Company Response:
State: NJ
Zip: 07047
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A