Date Received: 2022-08-09
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a BJ 's Master Card issued by Commenity Bank. 8 weeks ago, I was unable to access sign on to my account. I could not call to get thru called XXXX along with any other numbers I had. 4 days later with issue still persisting, on the web sign on page message came up that they were upgrading their website. Finally after day five got customer service and next day was able to sign on. Two days later, I could not get on and nobody helped other than stating they were aware and have patience. Two weeks later and same issue. Now around 8 weeks and still no access to my on line account. 1. Not easy getting thru to customer support and have called regularly 2. Nobody resolves issue and can not sign on to view account, check balance, make payments and review charges. 3. Eight weeks now and frustrated. 4. Trying signing on and verified user ID, changed password, tried their links confirmed my email and cell and NOTHING 5.Site states they want to text or email me to confirm my idenity BUT they can not since no text/email on file. Please, I need help to be sure my data is not compromised. Thanks
Company Response:
State: CT
Zip: 06810
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have an Ulta XXXX Rewards MasterCard where every purchase I make, I am entitled to earn Ulta points for cash back on products directly in their store. After each months billing statement closes, the points are processed and uploaded to my rewards account. This usually occurs on or around the XXXX of each month, as my billing closing date is usually around the XXXX or so. For the Month of XX/XX/2022, Comenity Bank/Ulta XXXX Rewards MasterCard has failed to provide me with the points I have earned. I called the rewards center and they lied to me and told me it was because my bill was not paid. This is a bald face lie. I actually make very large payments, and bi weekly on my own accord. Payments had been made on this account, and the statement isn't even due until around XX/XX/XXXX or so. I was then told it was because my card was cancelled, which is also a lie. There was fraud on the card # that was issued to me, I called and reported it, they cancelled that specific card number, and are supposedly issuing me a new one, my card and account has always been in good standing. So the rewards center had me call back the credit card number of XXXX again. The rep on this call stated to me " the point system is broken and we don't know when it will be back up. '' I earned those points and I want them issued in accordance with the contract I signed. I adhere to my contract and all payments are made. I have the right to those points, and that is what I use to shop for necessities for hair and body care items. They have falsely misled me by saying my points will be available and I've been harmed by their lies and illegitimate practice. They can manually add my points up and get them to my account
Company Response:
State: MI
Zip: 48021
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/2022 a FINANCE CHARGE of {$430.00} for a purchase of {$1000.00} was added on my XXXX XXXX XXXX Credit Card issued from Comenity Capital Bank. This is about an instant 43 % interest rate added on my original purchase price ( {$1000.00} ), and I was not told anything about this when my credit card was used. When the purchase was made, I was told by the representative that it would be 2 years interest free, but Comenity Bank changed this to 18 months and added a fee of {$430.00}. They showed me printout terms with type of signature that it seems electronic copy of signature!!!! I called Costumer Service and informed them about. I spoke with about four different representatives, and I even told them that I'm willing to pay the full amount of the balance on the card ( without this unapproved extra charge ), but no solution was given. I was constantly told that it is my responsibility to check credit card statements so I can check when this credit card company shows all added fees. According to them it is not necessary to know upfront anything about extra fees and extra charges, if everything shows on their credit card statements. This is very unfair practice. The customer should know upfront about all the fees, especially when a credit card company adds a fee over 43 % of original purchase!!!!!
Company Response:
State: FL
Zip: 33021
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: i have spent over 10-12 hours over the last 4 months dealing with comenity bank trying to get them to correct their billing on my promotional purchases that were suppose to be at zero percent interest for all purchases made between XX/XX/XXXX and XX/XX/XXXX. However, their agents on the phone say I was on a promotion from XX/XX/XXXX through XX/XX/XXXX which is wrong as i have already provided them with the documents printed out from their own online account portal showing the offer that I accepted and was enrolled in was for all purchases made during the XX/XX/XXXX thru XX/XX/XXXX promotional purchase period. I took the printouts out on XX/XX/XXXX and on XX/XX/XXXX with the date and timestamps and the online banking URL listed in the headers and footers for reference, which I uploaded to the comenity secure messaging portal to submit the original dispute that I was advised by a supervisor over. I am uploading a coupe of those screenshots or printouts below. Every month I have called them and spent a minimum of 1.5 or 2 hours on the phone with their phone representatives and their supervisors only to have to explain the situation and the error they made all over again and they started a dispute process back in XXXX and in XXXX they said they resolved it but they did not resolve it. They adjusted some promotional plan balance and then reversed it out. Then they have been charging me interest every month on a higher standard purchases balance than what I should have had since they were calculating extra interest on a {$1500.00} purchase charge that was made on XX/XX/XXXX which was the day this promotional plan of zero percent interest was suppose to be in effect. I have XXXX, XXXX XXXX, and XXXX and even submitting this complain online is very painful to type. and they have had me send messages in their online secure messaging portal explaining my issue several times. I told them even today that they already have everything from before that the agent even acknowledged she could see my messages and screenshots i'm the portal over the last 4 months or so but wasn't sure why the dispute team could't properly resolve this. So they wanted to me explain in detail via their online messaging portal what the issue was again and re-upload the documents that she just told me she could see the uploaded attachments already. I am a mortgage broker and have dealt with many other clients doing their loans and I have seen over the years many consumers have billing issues or other issues with Comenity bank which offers many store branded credit and charge cards. My account with them is a XXXX XXXX XXXX XXXX Credit Card. I have had it since XXXX of XXXX. I would encourage the CFBP to launch a class action case against this creditor/bank. I told the agent on the phone today from Comenity bank that I would be filing a complaint with the CFBP since they are giving me the run around and making me resubmit the dispute online again instead of just resubmitting the previous one with all the same documents. I went ahead and followed their instructions but at this point I have wasted at least 10 or 12 ours on the phone with them. 2.5 hours were just from today 's call where I had to explain the situation 3 times. The first rep for an hour and then she said she see 's everything that I uploaded and added the changes and balances up and agreed with me that they or their billing team has clearly made a mistake, but she could only send them a message since the dispute department isn't available on phone they can only message them. Then I said that doesn't help me and I wanted this escalated so she said she would let her supervisor know and I got transferred to the supervisor and spent another hour on the phone with her.. She didn't have all the info from the previous rep, just a basic summary. So after more than an hour she then also transferred me to another supervisor and I spent another 30+ minutes with her before we ended the call and I said you guys are pawning me off on other reps and we are going in circles and that I was now filing a complaint with the CFPB.
Company Response:
State: CA
Zip: 91387
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX XXXX my husband and I purchased a large tile order in store at XXXXXXXX XXXX XXXXXXXX and opened a XXXX XXXX XXXX credit card at that time with 0 % interest for 1 year. XXXX XXXX we realized the tile we purchased which we were given part of the order on site and the rest we were told was back ordered was actually discontinued. XX/XX/XXXX the company resolved the issue returning the tile already purchased and selling us a new tile that was not discontinued, we had to pay our contractor a large fee to remove the tile already installed XXXX XXXX we had paid off almost all of the balance except for {$600.00} at which time I called XXXXXXXX XXXX XXXXXXXX to understand when the 1 year 0 % interest ended because the statements were saying XXXX but we had returned and made a new purchase. I was told at this time that they would update the credit card company to tell them the XXXX purchase date XXXX XXXX the date had still not been updated so I called XX/XX/XXXXagain at which time i was told again it would be updated XXXX XXXX I paid off the remaining {$500.00} balance but when the statement arrived I had been charged interest as if I hadn't paid the balance in time for the 1 year as the still had not updated it to XX/XX/XXXX XXXX XXXX I call Comenity bank who tells me to file an official dispute and i upload evidence and receive format letters saying that the date of the ending of the 1 year interest free was on the statements and not addressing that I had been told it would be changed to the correct purchase date -XX/XX/XXXX and XX/XX/XXXX I call repeatedly to try to fix the issues XXXX XXXX I call comenity bank again at which point I am escalated to a manage who tells me I shouldn't pay the bill when I expressed my concerns that it is showing on my credit report as a delinquent account but rather to get a letter fromXX/XX/XXXX explain what has happened XXXX XXXX I work with the store manager who tells me they have asked corporate headquarters to communicate with the credit card company to resolve the issue after no resolution I called comentiy bank again and spoke to them for 2 hours and a supervisor told me she was going to investigate but I have still not heard anything back, I am being harassed by their collection branch who refuse to help me and my credit score goes down every month
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
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: XXXX Claim number. I requested my card be closed. I have not received any information on if the dispute is taken care of. I did receive a letter from Commenity Bank with charges of XXXX late charge and interest charges. Now the total bill is XXXX. They also added all the Credit Bureaus at the bottom. This I take is a threat. Is this really a bank??? I have never delt with any banks like this. I finally read all their reviews and they are the worst company How can I get thru and talk to someone that can handle this? I have talked to them so many times after a wait of 1 hr or more. I ask for a supervisor they put on someone that knows NOTHING!! How can I deal with people like this? Should I get an attorney? Please advise! 1
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XXXX, this year, I made a purchase on my XXXX XXXX XXXX XXXX credit card that was sent to me to REPLACE the XXXX AND XXXX XXXX separate cards. I destroyed those cards as I was asked to in the mailing of the new XXXXXXXX XXXX XXXX XXXX card sent. I have had trouble with this bank in the past for taking so long to post or not posting to correct account. AGAIN, since I knew of this trouble, I sent payment for my purchase on the XXXX of XXXX, this year. They applied it to the old account even though I had it directed to the NEW CARD NUMBER sent to me. This was only DAYS after my purchase so they would have time to POST IT to my account well within the time limit for making payment. To this date, XXXX, I have written to them in secure message, twice, I spent 45 minutes on the phone with a representative explaining the situation as they had sent me a notice that my payment was past due but is SHOWING A CREDIT BALANCE for the {$31.00} purchase I made, but they posted to THE WRONG ACCOUNT number. After speaking with the representative for the 45 minutes, he told me he understood and would fix this. That was on XX/XX/XXXX. Today I sent another message requesting my account be updated to show I am NOT PAST DUE BUT IN FACT PAID WELL BEFORE TIME. I do not plan to let this go months and months again like last time I need this corrected by them NOW. Please provide whatever assistance you can in this regard. Thank you
Company Response:
State: FL
Zip: 33781
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I checked with XXXX XXXX and a Hard inquiry came up and I dont recognize it. It is Comenitycapit Al/bjsXXXX
Company Response:
State: NJ
Zip: 085XX
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: 2022-08-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Starting on Sunday, XX/XX/2022 Bread Financial dba/Comenity Bank started a major software update of their banking system. Something went wrong and their whole credit card processing system crashed. At first you couldnd use your card for purchases. Purchaces were denied for insufficient funds because their website wasn't reachable. They got the sales network patched, but you still couldn't log in to check expenses, balances, or make payments. Now they've patched the payment end by having you go through their " XXXX XXXX '' but you have to enter your card number, zip code, and last 4 digits of your SSN. There you can see your prior payments & balances and also make a payment. You still ca't see your purchase details. It has been 42 days since they crashed their system. I don't know if CFPB can levy punitive damages or otherwise force them to hurry up and fix it. This needs to end very soon.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-07
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 made a purchase with my XXXX XXXX credit card from XXXX XXXX which I received XX/XX/22. Upon receipt I tried it on and it was too large. I immediately returned it and it was received back to XXXX XXXX on XX/XX/22. I wrote on the receipt to return back to original payment method which was my XXXX XXXX Credit Card. Instead of issuing a credit they said they would issue a Gift Card. I told them I did not want a gift card and to refund my original payment method. They assured me that is what they did they cancelled the gift card and issued a refund. That has never happened. I have called XXXX times since XX/XX/XXXX to see why my refund has not been issued and I keep being told to give it a little more time to process. I still have not received my refund to my original payment method. These calls have taken place between Woman Within, XXXX XXXX and Comenity Bank customer support. They deducted my payment for the item so far {$29.00}. The rest to be deducted this month. I have also reported this to the XXXX XXXX XXXX. They informed the XXXX XXXX XXXX that it has been taken care of which it has not!!!!!! I want them to refund the {$39.00} for the item purchased and issue me a check in that amount. Cancel this credit card because I never want to deal with these people or this company again.
Company Response:
State: PA
Zip: 164XX
Submitted Via: Web
Date Sent: 2022-08-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A