Date Received: 2022-07-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Im writing in regards to my XXXX XXXX XXXX. On XX/XX/XXXX I made a payment for {$250.00} it was debited from my XXXX XXXX account on XX/XX/XXXX. On XX/XX/XXXX Bread Financial ( who owns the cards now I guess ) made an unauthorized payment of {$250.00} making my account overdraft. I never authorized this payment, I wasnt behind in payments and nothing was due. It over drafted my checking account. When called they tried stating I didnt make a payment in XXXX but they came back and said I did but it wasnt showing on their end ( my bank account shows I did in fact make a payment ). Theyre refusing to fix this mess up and pay for their mess ups.
Company Response:
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
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: On XX/XX/22 my Comenity XXXX MasterCard was fraudulently charged {$67.00} for a XXXX purchase I did not make ( this was a a XXXX breach as several of my cards on file with them were charged with erroneous orders ). I was contacted via text to verify if the charge was mine, to which I responded it was not. I was contacted by their fraud department and told it would be investigated and a new card issued. To date, I have not received a credit for the charge, nor have I received a replacement card. I have tried to log into the site multiple times and it has been down ( to the point they are waiving late payment fees ). After multiple attempts to call them to resolve this, I have currently been on hold with their fraud department for over 1 hour, with no end in sight. This is not okay. I am very concerned about the safety of my personal information and the inability to make contact with the company.
Company Response:
State: FL
Zip: 32726
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Someone applied for and received a credit card with Comenity.XXXX using my information. They then purchased {$5100.00} worth of merchandise at XXXX. I received the credit card statement for this on XXXX. This was the first time that I became aware of the situation. I immediately ( on XXXX ) called XXXX to report the fraud, and they began a fraud investigation. XXXX, the customer service rep. I spoke to, suggested that I contact a credit bureau to report the incident. I called XXXX and did that. I then went to identity theft.gov, which led me here, to report this.
Company Response:
State: AR
Zip: 72301
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a credit card account with ComenityXXXXXXXX/XXXX XXXX XXXX On XX/XX/2022, I attempted in the morning to make a payment on my All rewards ( XXXX XXXX ). I tried paying by computer and I also tried calling the phone number on the back of the card, but the system was down. It allowed me to enter all my payment information, but then would say the system was down. I tried doing a live chat with a representative but did not get a response. The strange thing is, it accepted my payment, but days later and I never got a confirmation that it went through. I received my billing statement on XX/XX/2022 and they charged me a {$36.00} late fee!! I have now gone through previous statements and I noticed they have been charging me a late fee almost every month!!! I have literally been trying to reach this company by phone, computer, email anyway I can, but to no avail. I have waited on the phone for customer service and I literally get DISCONNECTED so that I can not talk to anyone in anyway to get this matter resolved and even to close my account. This is definetly fraudulent!!! I am just wanting to speak with someone and it seems it's impossible!! I have never had to do this, but I am very upset with this credit card company and will refuse to ever use this card again nor will I shop at XXXX or any of their affiliate stores EVER!
Company Response:
State: TN
Zip: 37620
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2022, I sent XXXX Commenity Bank my military orders. I received confirmation on the XXXX that they were received and would be reviewed within 30 days. Then on XX/XX/XXXX, I sent them a message that it will have been 30 days soon and haven't heard anything. They responded on XX/XX/XXXX, stating that they didn't receive my request until XX/XX/XXXX and that they had 45 days and it is currently under review. On XX/XX/XXXX, I contacted them via phone and had to speak with multiple agents after requesting a supervisor because none of them knew what military benefits were or were unable to transfer me. The supervisor on this call advised that she saw the request was uploaded on the XXXX and that it has been 45 days and she would be opening an investigation.
Company Response:
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I closed my XXXXXXXX XXXX card back in XXXX of XXXX, and did mistakenly miss an interest payment ( I believe ) from XXXX of XXXX, therefore interest incurred as well as a late fee. Unfortunately their phone lines had been down all through the end of XXXX but I was able to reach one representative who told me she couldn't help me as my account had been closed. She transferred me to another line that was never answered. I then tried to call numerous times, but my calls were always answered by what sounded like an answering machine stating that they apologized for the inconvenience, but we needed to make a payment we could do so by making payments online ... which unfortunately I was unable to do because I no longer had access to the online login function being my account had been closed. During this time the pay by phone function was down as well, so I paid the balance in full by mailing a check on XX/XX/XXXX. My check was cashed on XX/XX/XXXX of {$47.00} and the due date wasn't until XX/XX/XXXX, so I knew this should take care of it. However, I received a statement via email yesterday, XX/XX/XXXX account asking me to sign into my account online and pay a {$2.00} charge - interest from XXXX. I'm concerned that this is going to keep happening if I can't catch the {$2.00} fee, which shouldn't be happening as the account has been paid off - officially as of XX/XX/XXXX. When I paid the {$2.00} fee by phone today with a rep ( the system is back up apparently ) she told me the {$2.00} charge was interest ... I didn't dispute the charge but I am concerned. I guess I just wanted to start a record of this in case this continues to happen. There shouldn't be interest on a balance that's been paid off well before the due date.
Company Response:
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Since comenity has been hacked since last month no one has been able to get in touch with this company! Its like customer service has disappeared! I closed my account because I want nothing to do with them. As they are very incompetent! I got a late fee for my IKEA comenity credit card even thou I paid it on time! and have attached proof! Its not my fault ALL your systems are down and messed up! I'm not paying absolutely any late fee for a payment I made on time! Comenity also offered {$60.00} in compensation from another comenity messed up and I never got anything in the mail!
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My Comenity credit card account originally showed payments made but this disappeared from their records and now it shows I owe a very large balance WHICH I DO NOT. Information showing at present on Comenity Bank online records for my account : Shows {$83.00} payment on XX/XX/XXXX Then DOES NOT SHOW the following payments I made : 1. XX/XX/XXXX for {$760.00} 2. XX/XX/XXXX for {$71.00} 3. XX/XX/XXXX for {$150.00} 4. XX/XX/XXXX for {$53.00} Then does show a payment for {$110.00} on XX/XX/XXXX Then as of XX/XX/XXXX I made two more payments which have not yet been entered but have been paid : {$100.00} and {$680.00}. Comenity records also indicate I received {$10.00} Rewards issued on XX/XX/XXXX, XX/XX/XXXX, XXXX and XX/XX/XXXX WHICH I DID NOT. I look forward to assistance with this matter. Thank you.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: Today- XX/XX/2022, I called multiple times to get the status of a XXXX XXXX XXXX XXXX XXXX XXXX AND their store card applications I submitted over XXXX weeks ago.I was hung up on twice ; and when I asked to speak to a supervisor for the credit card application I was put on hold for 15 more minutes before being transferred to the automated system. The credit card agent could not find my application and said, because I cant find you in my system, you have been denied. The second agent ( for the store card ) said I would not be in their system until I am approved or denied. - Please note, again, that it has been over two weeks since I applied. - The XXXX XXXX XXXX XXXX website said to call to check the status of a credit or store card application. Federal law mandates if I am denied, then Comenity Bank/Bread XXXX XXXX issuers of these cards ) HAS TO GIVE ME A REASON FOR THE DENIAL. However HOW CAN YOU SAY I AM DENIED WHEN YOU CANT EVEN PULL UP MY APPLICATION? Very shady. You probably wont be able to even SEND me a denial letter since you cant pull me up in the system.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My BJ 's XXXX XXXX Comenity Bank ) was first declined on XX/XX/XXXX, in spite of me paying the card in full every month. Other than some generic messages about a system upgrade taking longer than expected, I have been unsuccessful in contacting them in the month since. I have tried both through their phone center and through social media to no avail. For the first three weeks, the phone center just said the office was closed and then hung up on me. Frustrated at this point as I've had to rearrange all my automatic payments that used this card.
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A