Date Received: 2022-07-22
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Greetings, The comenity website for Victoria Secret has been down for about 1-2 months, making it hard for customers to log into their accounts and make payments. I called last month to try and make a payment online and received an error message. Granted, I did close my account about 1-2 years ago, but Ive always been able to make payments online to pay down my balance. Fast forward, here we are today. I called comenity yesterday and today and all the agents could do was apologize and explain how they dont have an ET on when the tech issues would be resolved. I found out that I was charged a late fee and I explained to the agent today that I feel it should be waived since I have not been able to make a payment due to the system being down. The agent was nice enough to waive the fee, but I can not verify that since I can not access my account. The system is still down currently. I cant access my statements to view any odd activity and I dont feel comfortable making a payment until I can physically see my statement. I think this is beyond unprofessional and quite sad. I have never had this issue with other companies. I do plan to pay the balance off once I can view my statement and wipe my hands clean with comenity. Something really needs to be done about this. Peoples credit and lives can be ruined behind this! Never again will I open anything else with comenity bank. This has truly been a nightmare for millions of people.
Company Response:
State: TX
Zip: 78641
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: 2022-07-21
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: Debt collector called my estranged father indicating I owed over XXXX dollars of debt. As my father did not speak XXXX a minor was put on the phone to translate that is where they provided debt collecting information as well. I called commenity capital bank
Company Response:
State: NY
Zip: 10701
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I wanted to block all future charges on my credit card. It took 5 days to do this. I was on hold in excess of 25 minutes twice. The automated system did not work.it is very non-professional and frustrated. This credit card was issued by Comenity Bank.
Company Response:
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XX/XX/2002 From : XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, Texas XXXX XXXX Re : Reporting Unauthorized Credit Inquiry To whom this may concern, I am writing to request the removal of an unauthorized and fraudulent creditinquirywhich is being reported by XXXX, XXXX and/or XXXX on my credit report. My latest credit report shows an inquiry from your firm creditthat I did not authorize. I suspect fraud, and have reported this incident at IdentityTheft.gov, Consumer Financial Protection Bureau, and the XXXX XXXX XXXX Please havethese/thisunapprovedinquiries/inquiryremoved from my credit report within 30 days, as it is harming my ability to obtain new credit. Please contact me immediately if you require any additional information regarding my request. Thank you for your assistance. Sincerely, XXXX XXXX XXXX, XXXX.
Company Response:
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I received an email on XXXX XXXX stating that my old Victoria secret credit card was no longer valid, that I needed to activate my new chip card I received in the mail. It had a button to click activate now, below that said need to request a new card with the number to call. I didnt recall seeing a new card from them so I instantly called the number listed ( XXXX ). I told the lady I never received it and she proceeded to tell me that a bunch of peoples cards were lost in the mail and I appeared to be one of them and it was no problem that she was going to get my card out. Then she said she was having some computer issues and was going to escalate it to another department and I should have my card in about 7-10 days. Two days later I get alerts from my credit cards reporting a new inquiry from Comentiy bank. I instantly called them because I NEVER consented to having my credit pulled nor was I ever made aware. Since when do credit card companies do a hard credit pull to send you out a replacement card. Never did I ask to increase my limit or anything that had to do with my actual credit other than requesting the card that I never received in the mail. Ive had this account since XX/XX/XXXX. I was told I needed to send a letter to tell Comenity bank what happened and it would be removed. I mailed them a letter XX/XX/XXXX. It has yet to be removed! Still never received my new chip card either!
Company Response:
State: VA
Zip: 22630
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
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: There was a fraud charge made mid to end of XXXX. I notified Comenity Bank which is the bank that issues the cards for Victoria 's Secret. They stated they will start a fraud dispute and issue a new card within 7 business days. I have called them more than four time and also spoke to a supervisor. I have not received any letter showing the dispute for fraud charge has been started, I have not received the new card as promised. I dont want to be charged any interest and they refuse to issue a new card when account was in good standing, they refuse to send any written adverse letter with any reasons as well as refuse to send a letter showing the dispute has started. It was sent to a property in another state and they continue to say they will send a new card and letter however when I call they say there doing a system update for the last month.
Company Response:
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Forever 21 credit card is a scam first they make it hard for you to log in into your account so it hard to see you payments, when calling about the issue for logging in they couldnt reset my password, so that created late payments. I explained this to them repeatedly I can not get into my account, they did not work with me to fix this issue. That way when its time to pay you have a bigger bill and they dont send you statements, they send you a email saying log into your account to see the statement, how can I do that if I cant log in. For this reason I paid it off and closed it with impression Im finally done with this scam, no three months later I get XXXX bill in the mail, and no one in that facility can tell me why. They repeatedly hang up in my face, and dont send a email or dont get a call back. No trace there was a conversation, they are still on my credit report saying I owe them money and I have late payments and its inaccurate. This credit card is a scam and I dont recommend it to anyone.
Company Response:
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I went to use my BJs card and it was denied. So embarrassed. I called the company they said I never sent in a payment. They received my payment of {$750.00} on XX/XX/22. They said sorry we are updating our system. Meanwhile they wont let me use my card, they can not tell me when they are going to find the money and it is going on a month. This is Comenity Capitol Bank.
Company Response:
State: NY
Zip: 10956
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This is a recurring problem with the bank I have the credit card connected to, Comenity Capital Bank XXXX XXXX XXXX XXXX Card. I keep getting late fees every time I pay after XXXXXXXX XXXX, and the company refuses to cancel the fees, although the payment is still done the day it is due. I live on the Eastern coast of the U.S., in XXXX XXXX XXXXXXXX, and I am still at work or commuting by the time the payment is due. Further, this bank has changed the due time about two years ago, in XXXX or XXXX, making it harder for me to submit the payments during their required time -the due time used to be by XXXXXXXX XXXX While the due time was later in the evening, I hardly missed a payment. Lastly, I have been charged late fees on XX/XX/XXXX in the amount of {$37.00} on this credit card and on another card, a XXXX XXXX XXXX that I have from the same bank, Comenity Capital Bank. Paying {$72.00} in fees only for this bank is too much for someone me, since I am paid by hour. I would like to have both fees credited. I would also like the bank to switch back to the old due time that was by XXXXXXXX XXXX on the due days. Thank you.
Company Response:
State: NY
Zip: 11385
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Bread XXXX XXXX, aka Comenity Bank refused to open a XXXX of XXXX for me. They refuse at all levels to provide a reason for denying my account request. I have wasted XXXX hours calling and messaging everyone from my Senator, The FDIC, the Office of the Comptroller of the Currency and I have been stonewalled or gaslighted at every turn. I wanted to open a CD for {$25000.00} and was told by a contractor for Bread XXXX they they refuse to honor my request and every person in the company refuses to tell me why I am denied my right to banking services they provide and they are regulated by the FDIC who told me that they have no jurisdiction to provide any help to consumers in these matters. I contacted Bread XXXX on XX/XX/2022 in response to an advertisement for a high rate CD. They gave me a hard time so I called Comenity Bank who I have had a credit card acccount with for more than 10 years. They blew me off and rfused to help find out why I would be rejected so I contacted all Federal agencies involved in bank supervision. They gave me the eternal runaround and cut off my calls and closed my complaints arbitrarily.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A