Date Received: 2022-07-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am a senior citizen and just refinanced my home and used the equity to pay off debt. The escrow company issued a check to me so I could mail my payment of {$2100.00} to XXXX XXXX XXXX ( Comenity Capital Bank ), which pays my account in full. After a week, my payment did not show up on my account. I called them, they said they didn't get it. I waited another week and sent them a message and a copy of the check I sent them. They sent me a letter saying they would investigate the dispute. I called the escrow company a couple of days later and they said the check was cashed on XX/XX/XXXX. I sent another message to the credit card company and attached a copy of the canceled check to prove it was cashed. I did not receive a response. I called them today and waited almost 40 minutes to get a customer service representative on the phone. Although she was polite and professional, she said it had to go through a dispute process! XXXX I asked to speak to a supervisor and waited another 22 minutes for him to get on the phone. He was very rude and mocking and said it had to go through a dispute process and would probably take up to 90 days. I am totally being jerked around. I have given them proof that the check was cashed. Please advise. Thank you.
Company Response:
State: MI
Zip: 498XX
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: A recent inquiry for comenitybank is on my report. I have no knowledge of ever applying for a line a credit from said creditor.
Company Response:
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity Bank aka Bread Financial handles our XXXX XXXX It is my practice to always review my account online before paying my monthly bill in full. I do this to ensure that there are no fraudulent or spurious charges on my bill. Comenity Bank website has been down since approximately XX/XX/XXXX, i.e, OVER ONE MONTH. Comenity Bank, I have come to learn, handles over 100 consumer credit cards, and all of these consumers are experiencing this same issue or worse. You can review Comenity Bank 's XXXX account for a flavor of the range and volume of complaints. Comenity is sharing very little other than short, canned responses that a system upgrade has taken longer than anticipated. I had worked in XXXX for some 30 years ; an outage that lasts more than one month ( and counting ) is absolutely egregious. Please look into this, not just for my sake but for the many consumers impacted.
Company Response:
State: SC
Zip: 29617
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: on XX/XX/2022 made a payment to XXXX of {$170.00} for XXXX XXXX card.After XXXX months of dealing with XXXX they sent me a letter confirming the money was forwarded to Comenity Capital Bank.Call Comenity Bank many times can not get an answer where my money went.Call my bank that made the payment XXXX they gave me a tracking number XXXX and conformation number XXXX. They told me if they do not know where my money went there payment system should be investigated.Been paying XXXX on the XXXX of ever month for XXXX years got a statement in XXXX i payed it like i have always done. In XXXX first staement from Comenity with late fee saying i did not pay them.How can i pay them in XXXX when XXXX sent me a statement to pay them and i did not get XXXX from them until XXXX bank told me if my money is not found they would take futher steps
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I want to begin by stating that I am an employee at the CFPB. I have a XXXX XXXX XXXX XXXX which is issued by Comenity Bank. The purpose of using this credit card is to obtain 5 % cash back awards on purchases made at XXXX XXXX XXXX. You can then use the awards in {$10.00} increments while making a purchase at XXXX. The last time I was able to use my awards was on XX/XX/22. Since then the Comenity Bank XXXX Credit Card website posted several messages about a system update creating errors with their system. The awards portal has shown now for a month that they are currently updating their systems and you may see a delay loading your rewards. The account will be updated to reflect your correct earning activity as soon as possible. However, none of my awards have been accumulating on the Comenity Bank website and the BJs website is also showing me a notice when I log in that there is a system issue causing delay in posting awards. I assume this is because of the Comenity Bank issues. Since XX/XX/22, I have made XXXX purchases at BJs totaling {$970.00}. With the 5 % award calculation, I should have earned {$40.00} worth of awards for immediate use. None of these awards have been issued for my use at BJs. The Comenity Bank website shows {$20.00} earned and they have not been loaded onto the BJs membership account. Furthermore, each purchase is supposed to reflect the amount of awards earned per purchase, and since XX/XX/22, it has been showing {$0.00} awards earned per purchase. The last purchase I made on XX/XX/22, finally showed some earnings occurring, but it was not at the correct 5 % amount. The system calculated awards earnings of 1 % on the XX/XX/22 purchase. A representative at Comenity Bank attempted to assist me on XX/XX/22, but had no success in resolving anything as she stated the system issues still need to be resolved and that she could not make any adjustments within the awards portal. Additionally, one of the awards that is showing from the {$20.00} says it will expire on XX/XX/22. If this isn't resolved by then I am at risk of losing it strictly due to Comenity Bank 's system issues. I am requesting assistance in getting my awards situation resolved with Comenity Bank.
Company Response:
State: NY
Zip: 11379
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Comenity Bank/BJs has placed a hard inquiry on my XXXX credit report on XX/XX/22. I did not apply for any credit on this date, and have had an account in good standing with this company for many years. I called Comenity Bank, and they referred me to XXXX. I called XXXX, and they referred me back to Comenity Bank. Neither entity was willing to assist me. This hard inquiry has dropped my credit score by XXXX points, and is very damaging to me. I would like this inquiry removed, as it should never have been initiated in the first place. Comenity also needs to update my current balance with all 3 reports, which they have not done since XX/XX/22, so they are showing a balance due that has already been paid to XXXX
Company Response:
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: received A credit card in the mail., I thought it was an offer so I dis regarded it. Then I received an invoice with a charge on it and like ummmm nope not me. I am trying to get out of debt, not incur more debt. When I called to discuss this XXXX, and follow the correct promts, no matter what time of day I have called, the recording always states that the olffice is closed and to try to call again later. I have also emailed them and have still not received a response the website is XXXX XXXX XXXX I had to create an account in order to send them an email and this is what I wrote From : You Sent : Tuesday, XX/XX/2022, XXXX AM ( XXXX ) To : Comenity Bank XXXX XXXX Fraud Message ID : XXXX I did not apply for this account and I have not made any purchases. Please contact me to discuss this.
Company Response:
State: NY
Zip: 12065
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: on XX/XX/XXXX I paid my COMENITY Jcrew card account in full ( {$650.00} ). I then was charged interest on my account and was not recieving my bills ( the statements we being sent electronically to an email account that was no longer being used ) and since I had paid off the account, I did not realize that I was being charged interest and subsquently late fees. On XX/XX/XXXX I recieved a paper notice in the mail that notided me that my account was past due and I immediatly paid my account balance of {$29.00} ( this was the interest and late fees that had accumulated over the time since my payment in full ). I have tried to speak with COMENITY about this and the only recourse the have provided me was to file a complaint. Please help-this is clearly a mistake and not an intential effort to not pay my debt. I paid my account balance.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I tried multiple times to submit a payment to Children 's Place. The website has been down and didn't accept any of my attempted payments. I checked my pending payments and the screen was blank. It reflected as if I didn't make any payments. I tried calling the company multiple times to cancel them and pay in store. Their phones ring and ring to no avail. I was on hold for one hour. This led to the company deducting my payments multiple times and I incurred over {$200.00} of NSF funds with my bank.
Company Response:
State: AR
Zip: 72032
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My family and I had to make a last minute out of state trip due to a death in the family. We put the money for food, travel, and expenses on this card as this was the XXXX with the most usage available after being paid down so we chose to pay on this card to be safe. XX/XX/XXXX submitted a payment online of {$1100.00} at XXXX XXXX XX/XX/XXXX called XXXX XXXX to inquire about the payment not posting and received a response after 1+hr hold time that due to a system outage the company can see my payment on the back end but it has not yet posted XX/XX/XXXX XXXX XXXX XXXX confirmed the {$1100.00} payment cleared the account and encouraged me to contact the company to see if anything could be done before disputing the charge. XX/XX/XXXX Called XXXX XXXX and spoke to a representative who stated that it would be 2-3 business days after it cleared so to give it until XX/XX/XXXX. XX/XX/XXXX Called XXXX XXXX just now after midnight EST and spoke to a representative who confirmed the payment has cleared but can not be posted and sent me to a supervisor named XXXX who stated that the company expected to have the issue resolved two weeks ago but they are still waiting for the IT department to clear this issue and there is no ETA.
Company Response:
State: MI
Zip: 49426
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A