Date Received: 2022-07-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have been a victim of identity theft and I have continued to reach out to XXXX and they still have not removed these accounts from my report! I filed a police report, filed an FTC report, Submitted all documents to them and still have not removed it from my credit report. They are reporting incorrect and false information. Please have them remove these accounts from my credit report. Thank you.
Company Response:
State: TX
Zip: 77429
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: 2022-07-24
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: DATES : CURRENTLY Comenity Bank did the financing for a retailer called XXXX XXXX XXXX. A couple of years ago, we all got letters stating they were no longer doing the financing and all of the accounts would be closed. We could still make payments on line, until last month. Supposedly they did some kind of update and now no one can access their on line accounts open or closed. They claim : We apologize you are unable to login at this time. Were working diligently to restore all customer service capabilities. This has been going on for at least 2 months. I was able to successfully make a payment by phone using their automated system last month, but apparently there are many who can not even do that. The bottom line is that they screwed this up and seem to be in no rush to fix it.
Company Response:
State: WY
Zip: 826XX
Submitted Via: Web
Date Sent: 2022-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-24
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: To whomever, it may concern at the Consumer Financial Protection Bureau, I am writing regarding an inaccurate report made to the Credit Bureaus from Comenity Bank related to Victoria 's Secret store card. Comenity Bank falsely reported a late payment to this account, despite the fact that this account has never been late and has rarely not held a XXXX balance throughout the thirteen years that I have had this account open. Despite acknowledging to me on the phone that system updates were likely the cause of this ( clerical error ), months have passed and the report has not been ameliorated. XXXXXXXX XXXX even sent a system-wide email to all Victoria 's Secret card holders related to this issue with payments being properly processed as a widespread problem. When I was XXXX XXXX XXXX, I opened the Victorias Secret credit card merely to receive {$25.00} off of a {$50.00} purchase. This card has a {$6000.00} limit and I have long had my account set to pay the entire balance off each statement. For the thirteen years that I have had this account open, I have never missed a payment and have rarely not held a XXXX balance on the account. I have never bought anything on my Victorias Secret credit card that I do not immediately pay off. At XXXX years of age, the main reason I have this card is to contribute to lowering my credit utilization percentage on my overall accounts. I am XXXX XXXX XXXX and just finished my XXXX degree. An administrative error from Comenity Bank that falsely reported a late payment has affected my life to the point that perhaps opening that XXXX XXXX at age XXXX may just be one of the biggest regrets of my life. I was preapproved for a mortgage after finishing graduate school. However, when Comenity Bank made an inaccurate report, my credit score immediately dropped XXXX points overnight and I had to renew the lease on my apartment for another year instead of buying a home. When I called Comenity Bank to address this issue, the agent was entirely unhelpful. Although he verbally admitted that my account was current on payments and that updates to the system were likely to blame for the report of a late payment that was never actually late, it was merely recommended to me that I make a report to the credit bureaus or mail a letter to Comenity explaining the situation. He was unable or unwilling to properly resolve the situation. I in fact had my account set to automatic payments and have always logged in and paid the entire balance if I buy something at Victorias Secret. The day that I received an alert from my credit monitoring of this late payment, my account held a XXXX balance and said it was current. I then received emails explaining that you were updating the system and some payments did not go through. However, this did not stop Comenity Bank from making fraudulent claims to the credit bureaus falsely a late payment on an account that has never been late. Moreover, the false report was only claimed to be regarding somewhere between $ XXXX {$3.00} ( I do not remember the cents ). I have worked hard to keep my credit in good standing and this injustice needs to be resolved. I am hoping that this can be addressed without seeking legal action against XXXX XXXX. However, I am entirely unwilling to let this stain my credit for the next seven years and will do whatever is necessary to get this fixed. I appreciate your assistance in investigating Comenity Banks malpractice as it relates to misreporting to the credit bureaus. I am hopeful that a promo resolution can be made. A fair resolution would be to get this false reporting removed from my credit report and to receive some compensation for the XXXX XXXX and financial hardship that this has inflicted upon my life. Sincerely, XXXX XXXX XXXX XXXX, XXXX.
Company Response:
State: FL
Zip: 33134
Submitted Via: Web
Date Sent: 2022-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-24
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/2022 my wallet was stolen with all my credit cards and ID I contacted XXXX comenity bank credit card right away about it. It was {$580.00} and the said they took it off. I kept checking it has not been removed. I called several times waiting on the phone for extended periods of time and talking to different people giving them all my information and then not doing anything about it. Every time I call they say there wasnt any information about it which Im thinking people are not doing anything at their job Im highly frustrated I filed a police report and all my other credit cards have given me the funds back except for them. Its hard to talk to someone and when I do they just lie about it
Company Response:
State: NE
Zip: 68130
Submitted Via: Web
Date Sent: 2022-07-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-24
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 U.S.C 1681 Section 602 A States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. DATE XXXX XXXX XXXX AMOUNT {$500.00}
Company Response:
State: MI
Zip: 48433
Submitted Via: Web
Date Sent: 2022-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-24
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Comenity that holds the XXXX Credit Card used aggressive techniques to attempt to collect funds. By calling multiple times through the day and including weekends. They call from an unknown number and then when answered they either dont respond or respond stating they are with the company. Which will be made in full on Thursday. This missed payment was an accident ; I have missed several before due to covid. This company was unwilling to help at that time during COVID. Id really like to stop doing business with Comenity due to their immoral practices and harassment. I called them today and the representative did absolutely nothing.
Company Response:
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2022-07-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I called the company and the person connected me to a fraud line and I was on hold for quite a long time and was disconnected. I did not make this purchase and am concerned that other purchases will be made. I call the credit reporting companies and keep getting the recorded messages and can't talk to anyone. I am an older person and can't do all the prompts that they tell me.. when I do it takes me back to the main menu. I don't know how to stop the fraud against me and to stop further purchases or actions .I don't know how someone got my name and address. I was alerted to another activity that was stopped but I don't know how this went through.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2022 I attempted to login to my Ulta store credit ( issued by Comenity Bank ) card online account to make my monthly payment which was due on XX/XX/XXXX. However, I kept getting an error message that my password was incorrect. I selected the forgot password option and after XXXX separate attempts I was finally able to access my account. To my surprise my bank account was no longer linked to my online account. This credit card account has been open for about 9 months and my checking account has been linked to the account ever since to allow mart make payments. I proceeded to re-link my checking account to make my payment, but kept getting an error message that the checking account I was entering was already linked to the account. However, when I returned to the " make a payment '' screen I was promoted again to link an account to make a payment. After about XXXX attempts I gave up. The next day on XX/XX/2022, I again attempted to log into my Ulta online account and once again received the error message that my password was incorrect. I was suprised at this because I had just reset my password the day before and autosaved the password to my internet browser. I again went through the process of selecting the " forgot password '' process and reset my password. This time I was able to reset my password with one attempt. After getting into my account, once again I was unable to make a payment because the system kept prompting me to link a bank account to make a payment. I tried again to link my checking account, but the system continued to say the account I was trying to link was already linked to the Ultra online account as a form of payment. For the next 4 days I tried to make my payment, but was unsuccessful because I could not link my checking account to the Ulta online account even though the account had been linked for the previous 9 months the credit card has been open. On XX/XX/XXXX I attempted to call the Comenity Bank and was on hold for over an hour then hung up on. I attended to call for several days. On some days I could even get on hold. The automated system would say they are experiencing a high call volume and to try back later. Finally on XX/XX/2022 I was able to get through. I explained to the customer service rep that I was having trouble adding my checking account to make a payment which was why I was late and could they waive the late fee. I was told that in order to have the late fee waived I would have to make the XXXX payment and XXXX payment totaling {$50.00}. I explained I could only afford to make the XXXX payment of {$37.00} and didn't think it was fair I had to make both payment when I wasn't my fault the payment was late. He offered date the payment for XX/XX/XXXX and agreed. Unbeknownst to me, this didn't bring me current and a block was placed on my card. Days later, I went on to the Ulta website and tried to make a purchase for {$42.00}. I had recently received a credit limit increase to {$680.00}. At the time I had an available credit of {$470.00}, so a {$40.00} purchase should processed with out issue. I immediately called Ulta and was told about the hold. I explain the situation about not being able to add my payment and was told the department who could remove the hold was closed and I needed to call back the next day. The next day I called and after being on hold for XXXX minutes the system hung up on me. This happened another 3 times eventually I gave up for the day. The same day my XXXX store credit card ( also issued by Comentiy Bank ) was due. to my surprise when I attempt to login in to my XXXX store online account I had the same issues I had with my Ulta card online account. I had to reset my password and once again my checking was no longer linked and I could re-link the account because the system kept saying the account I was trying to link was already linked. I decided to go online to see if others were having issue with Comenity bank. I logged on to XXXX and did a search for the words " community bank. '' Shockingly there were numerous tweet of other having similar issues to mine and even worse. XXXX had attempted a system upgrade that was causing customer not be able to access their account or use their credit card, but XXXX was still charging late fees to customers. XXXX 's XXXX account was responding to the tweets with various canned responses : We apologize the recent upgrade to our system is taking longer that expected, You can use this link to our EasyPay site to make a payment; Please Dm us for help with addressing your issue etc. However, it should be know the link Comenity provided for EasyPay also did not work and was a bad link. When clicked the link took you to an XXXX error page. I then XXXX Comenity Bank and found their customer service number. After XXXX hours on hold, I was able to speak to a customer service rep who explained they have been having issue, but she could process my payment and waive any late fees if I had any. I told her about my previous experience with my Ulta card and how I wasn't able to use the card. She understood my frustrations and agreed it didn't seem fair, but I had to speak with a different department to have the block lifted. The department was closed so I would have to call back the next day. The next day I spent over 4 hours on the phone trying to get to the department to lift the block, but because my account was still in " past due " status everytime I called my call was rerouted to XXXX 's collection department. After speaking to the XXXX customer service rep I was able to get them to transfer me directly to the department. When I got connected I explained the situation to the customer serve rep and was told she need to get a supervisor to approve removing the block. After XXXX minutes on hold, she returned stating the supervisor had removed the block because it wasn't my fault my payment was late. The rep said refreshed her screen and the account was now available for use. I got off the phone an attempted to make my purchase through the Ulta app on my phone. The card was again declined. I called Ulta once again ad was told the block was removed but sometimes takes 24 hours to take effect and to make my purchase the next day. The next morning I again attempted to make my purchase on the Ulta app and the purchase was declined. I then called Ulta once again only to be gaslit by the customer service rep that my account was past due, she had not heard about any issue with comentiy customers having issues with making payments, and there was no record of me calling, or having the block removed. I hung up and called back, the next rep said she did see that the block was removed and my account had {$470.00} in available credit, but I would have to make my purchase in the store because their credit cards were having issues with processing online orders. I explain the promotion I was trying to get with my purchased required online ordering and in-store pick up for 10 % off. She then transferred me to the Ulta rewards department. They were unable to process my purchase, but gave me a {$15.00} e-giftcard for not being able to access the promotion. The next day, XX/XX/XXXX I went to the Ulta store to make my purchase, it should be know some of the item I originally wanted to purchase were now sold out. After ringing up my items I provide the e-giftcard and attempted to use my Ulta card for the remaining balance, the card was declined. I was so embarrassed after all the time I spent on the phone and numerous people telling me the card was active and available for use it wasn't. If XXXX system wasn't down I would have never been late and my card would be available for use. I should be able to use my available credit. I think its very unethical for XXXX to charge late fees, block card access when its their fault customers can't make payment because the system is down and hours long hold times on the phone. It should also be know unlike most store credit card you can not make a credit card payment on your Ulta credit card at brick and mortar Ulta stores. You can only make online, snail mail, or phone payments. I'm now told the block on my account will remain until the next billing cycle on XX/XX/XXXX. This is unacceptable.
Company Response:
State: WA
Zip: 98466
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX I did not authorize these Inquiries and I sent in a dispute over 30 days ago to XXXX and called as well. XXXX I did not authorize these Inquiries and I sent in a dispute over 30 days ago to XXXX and called as well. XXXX XXXXXXXX I did not authorize these Inquiries and I sent in a dispute over 30 days ago to XXXX and called as well XXXX I did not authorize these Inquiries and I sent in a dispute over 30 days ago to XXXX and called as well XXXX XXXX XXXXXX/XX/XXXX This is inaccurate information that I disputed to XXXX over 30 days ago and it is still on my report COMENITYXXXX XXXXXX/XX/XXXX This is inaccurate information that I disputed over 30 days ago with XXXX, XXXX and XXXX
Company Response:
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I scheduled a payment of {$160.00} to come out of my XXXX XXXX XXXX Checking account on XX/XX/XXXX. It cleared from my account on XX/XX/XXXX. Today is XX/XX/XXXX, and this amount was still not deducted as a payment from my credit balance. I have made other payments in the meantime that have gone through and been deducted. This is the only payment that has been affected. I called and submitted a complaint but the company told me that they can see I made the payment. The balance they told me I owe still does not reflect this payment. Their solution was to wait until my next bill to see if it shows up. I am very upset that this was not solved.
Company Response:
State: MA
Zip: 02215
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A