Date Received: 2022-07-25
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I recently opened an account with BJ 's Mastercard through Comenity bank around XXXX. The first bill that came in a paid along with setting up my account for auto-pay. Then between XXXX and the beginning of XXXX they were having some technical issues with online transactions. On XX/XX/XXXX I checked my account because I feared that my auto-pay wasnt going to be processed and when I looked at my account it appeared that my banking information was not listed nor were there any pending payments being processed. So i panicked and went ahead and made a payment. A week later i check my account online and it shows 2 payments being processed, with one payment being returned ( rightfully so since the 1st one had gone through ). Then on XX/XX/XXXX i try to use my card at Bjs gas station and its telling me that its declined. WHen i contact Comenity Im told that my account is suspended for 90days due to a return payment. WHen i explain to them what transpired, which only happened due to their system issues I am told that there is nothing else that can be done. For a company who's supposed to cater to their customers they failed. Ive NEVER experienced anything like this in my life before. Absolutely distasteful
Company Response:
State: MA
Zip: 02136
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
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: COMENITY BANK XXXX IS REPORTING FALSE INFORMATION ON MY CREDIT REPORT. THEY HAVE A FRAUDULENT ADDRESS LISTED TO AN ACCOUNT THAT DOES NOT MATCH MY ADDRESS. THE ADDRESS USED ON THE ACCOUNT WAS A FRAUD ADDRESS AND SOMEONE STOLE MY IDENTITY AND USED XXXX XXXX as the address listed and my apartment number is XXXX. the apartment XXXX is NOT MINE. Account information Account name XXXX/COMENITY/XXXX Account number XXXX Account type Charge Card Responsibility Individual Date opened XX/XX/2018
Company Response:
State: NY
Zip: 10453
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have not been able to see my online account activity or see or use rewards since XX/XX/XXXX. I have been calling and and reaching out via social media since XX/XX/XXXX. I have the social media documentation and call log on my cell phone. I have spoke directly with customer care as recent as XX/XX/XXXX. No on can provide any solution as to how I can get back use of my online account to see my activity and use my earned rewards
Company Response:
State: NC
Zip: 28227
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In XX/XX/2022, I paid off this credit card and requested to close the account. In XXXX I received a bill that stated it was for interest between when the account was paid off/closed and when the statement came. I paid the {$65.00} and confirmed that the account was closed and that I would not receive any further bills. In XXXX, I not only received another bill, but was now charged a late fee and a minimum interest charge. This is the biggest scam I have ever seen. At this rate I will never be able to pay off this card as there will always be some sort of account charge. This is the highest form of consumer credit fraud I have ever seen and I do not want it to impact my excellent credit rating. Please advise.
Company Response:
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Following a massive mess when doing a planned system update, my BJs Perks account with Comenity Bank did not reflect my payment of {$900.00} - made several days prior to the due date. I sent a message to Customer Service and received no response. Subsequently, I was incorrectly charged a late fee and interest. I called Customer Service, which was of no help, telling me to check back in a few days. I have seen many, many stories similar to mine posted on social media, all finding no relief or resolution. Comenity needs to be held to account and repair the errors to customer accounts ASAP.
Company Response:
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with 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: I AM FURIOUS!! WHY IF MY PAYMENT IS POSTED TO MY ACCOUNT AND IT SAYS MY AVAILABLE CREDIT IS A CERTAIN AMOUNT WHY AM I LOCKED OUT OF MY DARN CARD AND CANT USE IT? YOU HAVE RECEIVED MY PAYMENT. YOU HAVE POSTED MY PAYMENT BUT YOUR HOLDING MY AVAILABLE CREDIT " HOSTAGE ''??!! UNTIL " YALL FEEL LIKE IT? '' XXXXMMENITY RECEIVED MY PAYMENT OF : {$3100.00} ON XX/XX/2022!! POSTED THE PAYMENT TO MY ACCOUNT ( SO IT CLEARED THE BANK ) AND MY ACCOUNT SHOWS I HAVE {$2100.00} AVAILABLE CREDIT BUT YOU ARE NOT RELEASING THE MONEY UNTIL YOU FEL LIKE IT?? THEN REFUND MY PAYMENT AND I WHEN YALL DECIDE TO RELEASE MY AVAILABLE CREDIT THEN I WILL SEND THE PAYMENT IN! YOU CANT ACCEPT PAYMENT THEN NOT RELEASE THE FUNDS!! THATS STEALING!!! EITHER RELEASE THE HOLD ON MY LIMIT OR IM CONTACTING MY ATTORNEY AND FILING THEFT CHARGES!! COMMENITY BANK BASICALLY TOOK THE MONEY FOR MY PAYMENT, APPLIED IT TO MY ACCCOUNT BUT SAYING, " BY THE WAY, U DONT HAVE ACCESS TO THE ACCOUNT? AND THE ACCOUNT IS STILL OPEN??? XXXX XXXXXXXX XXXX XXXX IF MY FUNDS ARE NOT RELEASED AS OF THE DATE MY PAYMENT CLEARED WHICH IS DAYS AGO, I AM CONTACTING MY ATTORNEY TO FILE THEFT CHARGES AGAINST YOUR BANK!! ND ALSO THEFT BY DECEPTION!! YOU TELL ME TO MAKE A PAYMENT, I MAKE THE PAYMENT, YOU CLEAR THE PAYMENT BUT I HAVE NO ACCESS UNTIL YALL DECIDE TO RELEASE MY MONEY???? I THINK NOT!! I WILL ALSO BE FILING A COMPLAINT WITH THE, CONSUMER FINANCIAL PROTECTION BUREAU TO ADVISE THEM OF THIS " PRACTICE '' OF YOURS!
Company Response:
State: OH
Zip: 43615
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I paid off an account with Comenity - XXXX on XX/XX/XXXX. The due date for the payment was XX/XX/XXXX. Have checked with my bank, XXXX XXXX and the money left my account on XX/XX/XXXX as ordered. Two weeks later I received a late fee notice from Comenity Bank saying the payment was late. I called at that time and spoke with a representative who treated me rudely, telling me it was my problem and refusing to help settle the matter. I made no further payments and have been receiving bills each month since then with an ever increasing amount for late fees and interest. My credit rating has bottomed out due to this. I have called Comenity several times since then and received calls from them about this but there has been no effort on their part to take care of the problem. I called the XXXX XXXX XXXX about this and they advised me to call you and report it. The site is asking me to attach a file. I don't have any files to attach even if I knew how to do it. I am XXXX years of age and have XXXX XXXX XXXX and not exactly computer literate enough to figure this out.
Company Response:
State: KY
Zip: 42301
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Comenity had a system nationwide outage that affected all its customers. I have been unable to reach anyone by phone and I wasn't able to log into any of my 3 accounts until today, XX/XX/XXXX. Completely unacceptable! All 3 of my accounts have miscellaneous fees, including XXXX XXXX which I had previously removed. All 3 card accounts are closed due to previous issues with them. I have already been considering joining a class action lawsuit due to their negligence. My XXXX XXXX card, account # XXXX has the following fees that need to be removed : {$15.00} for XXXX XXXX {$360.00} in interest charges since I was unable to log in and make any payments of any kind, that should be waved. {$41.00} late fee should be removed since I was unable to access account. My Torrid Account, account # : XXXX : since I couldnt access my account until XX/XX/25, which is AFTER my due date, I should not have any late fees going forward for this month. XXXX XXXX has been removed and I want to be assured it wont pop up like it did on my other 2 accounts. Victorias Secret Account : XXXX was charged {$2.00} for XXXX XXXX, which I had previously removed. I need it removed and the {$2.00} refunded and I want to be assured it wont pop up like it did previously.
Company Response:
State: IL
Zip: 61265
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Comenity Bank has called me 12 times. I have repeatedly told them i am not the person they are looking for they want to speak to a XXXX. They have said they will take my number out of the file, but keep calling.
Company Response:
State: NY
Zip: 14606
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: My name is XXXX XXXX my account numbers ends in XXXX, my XXXX is XX/XX/XXXX. I have been heavily impacted by XXXX!!!! I continue to suffer from serious health issues from XXXX. This account and its servicing has been the worst!!! You claim you sent me a notice in XXXX regarding a fraud charge ; I did not response ( BECAUSE I NEVER RECEIVED ANY NOTICE!!! ) I tried logging in to my account on XX/XX/XXXX to make a payment. I could not log in as it said my account was CLOSED!!! There was NO way for me to make a payment!!!! I received nothing in my email or mail informing me on how to make a payment!!!! I then called in and could not get ahold of anyone!!!! Your automated system would not route me anywhere!!!! So I tried going back into my account to get a number to call and it let me log in!!! What is going on?!!!!! Your phone system does not allow me to talk to a rep!!! I have been heavily impacted by XXXX and CAN NOT AFFORD {$300.00} I HAVE DONE MY BEST AND I JUST CAN NOT DO IT ANYMORE. I need assistance. My account is said to be closed and I can not get anyone to speak with me! I am getting charged late fees and interest because of their madness. I need a reasonable settlement offer with a payment I can offered to settle the account.
Company Response:
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A