Date Received: 2022-07-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XXXX I attempted to make my credit card payment online using the same information I have used before and I got an error payment not processed. Checked all info is the same complete and accurate. Asked me to call a number. I tried again today XX/XX/19 got the same message then I called the number listed. Then used the automated system to make payment but again I got a recording that payment can not be processed. When asking to speak to someone recording says they will charge me XXXX dollars to make a payment with a representative, which sounds abusive because I have been trying through the free options and its impossible. It is unfair to pay fees when I have been trying to pay and system is not working. Makes me feel they are trying for clients to get charged fees. Anyways even when I tried to talk to someone kept me waiting for XXXX for a live rep no response yet. Its been impossible to resolve this issue.
Company Response:
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On Thursday XX/XX/XXXX I attempted to submit an online payment to XXXX for the amount of {$3000.00} ( my then current statement balance ). After a couple attempts, the system was glitchy, I was able to see the payment on their website. On Sunday, I looked at my XXXX account to see if the payment had gone through and I did not see a pending or posted payment. I then looked online and did not see the payment on my online account. It appeared to not exist and I thought that since it was 4 days after I requested the payment maybe it just cancelled out since when I made it was glitchy. I then placed another payment request for {$2800.00} ( my last statement balance ). On Monday XX/XX/XXXX I noticed that on my XXXX account I had a pending withdrawal of {$3000.00} from Comenity. I looked online on the Comenity account page and did not see that transaction or request at all. Again like that transaction did not exist, but I did see that the request for payment made on Sunday for {$2800.00} was in process on the Comenity website. I looked on my XXXX account and it had not appeared their as pending yet. I called Comenity and the waited on hold for 40 minutes and was disconnected. I called back and my call was answered in 30 minutes. The customer service representative told me that they have been having a lot of issues because over the last week they had transferred servers and it had not gone smoothly. The rep had told me that she was not able to see the initial payment of {$3000.00} reflected on my account. She placed me on hold for about 10 minutes and then said she was able to find it, but that since it was pending on my end that she could not do anything about it. She also said she could not do anything about the {$2800.00} because it was processing on their end. I told them that I did not have enough funds to cover both transaction and that I would need one of them cancelled. She reported that she could not do anything and I then asked to speak to a supervisor. I spoke to XXXX who confirmed that there was nothing they could do on their end and advised that I call my bank and place a stop payment on the payment that was processing that had not yet hit my bank. She had told me that I would be credited any fees and/or costs that I may incur from my bank from this due to it being the result of their system issues. She gave me the case # XXXX and advised that I call Comenity Customer Service tomorrow if this was not resolved and/or to inform them of any cost so I may be credited ( phone calls are recorded so it should be on record ). I called XXXX and was told that I could attempt to put a stop payment, but that would cost a fee of {$33.00}, but if the payment was in process it may still go through. I agreed as to try to avoid further issues with having an additional {$2800.00} deducted that I knew I could not cover. Today XX/XX/XXXX I looked at my bank account and I see that the {$3000.00} had posted and that the {$2800.00} was pending. I called PNC who said that they could not do anything about the pending amount until it posts, but advised that I could file a dispute for the posted amount, but that would take 7-10s. Out of desperation agreed. I don't care which payment went through I just could not afford to have them both go through as I have 3 children and other bills that would be posted this week. I then called Comenity again and after a 30 minute wait was able to speak to a customer service representative again. I asked to read the notes, gave her my case #, and asked her put through to a supervisor. Once connected to the supervisor I was again told that there was nothing that could be done. I asked if it was possible to refund the amount that had been posted and she said due to " regulations '' Comenity could not refund the amount that was posted and paid because their are are laws that will not allow that ( again it is all recorded ). I asked if the fee I had incurred for the stop payment would be credited and she said that since the payment was not stopped they would not credit my the stop payment fee. I reminded her that this was all due to a system issue on their end. I also reminded her that both of these payments had been extra since the minimum was taken out on XX/XX/XXXX, as I have it as reoccurring. She said that it does not matter, but that they are unable to refund me the money that I had come out of my account that even at this moment is not reflected on my online account with them as taken out or paid. She instead said she could only request a refund for the amount of {$2800.00} that had not been posted because it was a double payment. I mentioned that I am okay with paying one, but that I need the money back in my account as to cover bills and not send my finances down a downward spiral. She stated that she could not do anything else. I then asked to speak to someone else and she said that there was no one higher than her and that if she transfers me to another agent she would have to tell them to reinforce her stance as to not me under minded. At that point I hung up and now I am writing this. I feel so powerless and I have no idea what else I can do ... do I not have any rights as a consumer? This was an issue caused by Comenity 's server migration, on their end!
Company Response:
State: PA
Zip: 16001
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2022, I mailed a check to pay off my account in the amount of {$950.00}, the check was endorsed on the back by XXXX Bank and cleared my bank on XXXX XXXX. That amount has not been credited to my account. In fact, on XX/XX/2022, they applied a {$30.00} late fee to my account. I have made numerous phone calls and sent numerous emails about this error and have not gotten a response.
Company Response:
State: TN
Zip: 37921
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: comenity bank/XXXX reward XXXX credit card holder has been notify by bank they will discontinue the program, the problem is they don't want to redem your eran point, * their website does not give you option to redeem your point * they do not answer the phone call * if they answer after XXXX hr. waiting time, they give you all kind of excuse and at the end " sorry we can not help you at this time '', call back * its been more then 1 month i'm calling them to get my over XXXX point redeem,
Company Response:
State: CA
Zip: 91303
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a Comenity Ulta Mastercard. I have not had access either online or by phone to this account since late XXXX. Evidently, they went through a system upgrade and it was a disaster. I read on XXXX and other forums that no one can get through to them, use their card, or make payments. However, I did get a text about a late payment. This company is holding people XXXX!
Company Response:
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
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: I have asked XXXX serval time have filed many many disputes. How did they come to report multiple payments received on my account after XX/XX/XXXX when I closed the account without payment never contacted XXXX since to make a payment or made any arrangements to bring this account current. but yet XXXX has reported payments made on my account from XX/XX/XXXX when I closed account again without payment up until XX/XX/XXXX then after the account was charged off and sold on XX/XX/XXXX payment continued to be reported after charged off from XXXX XX/XX/XXXX!!! SO THAT WE ARE CLEAR I AM ASKING WHO GAVE CONSENT FOR THESE CHANGES TO HAPPEN ON MY ACCOUNT HOW DID THESE PAYMENT COME TO BE!!!!????? NEED I REMIND YOU WHEN XXXX REPORTED THESE PAYMENT IT ILLEGALLY CHANGED MY FIRST DAY OF DELINQUENCY WHEN THEY MADE THESE UNAUTHORIZED CHANGES TO MY ACCOUNT. I HAVE ALSO FILED WITH XXXX TO HELP LOOK INTO THIS BECAUSE I HAVE NOT GOTTEN A STRAIGHT ANSEWR FROM XXXX TO WHERE THESE PAYMENT ARE COME FROM AGAIN I AM NOT ASKING WHO OWNS THE CURRENT DEBT ONLY REQUESTING HOW THESE PAYMENT INFOMATION BEING REPORTED BY XXXX. WHERE DID THIS PAYMENT COME FROM AFTER I CLOSED THE ACCOUNT WITHOUT PAYMENT ON XX/XX/XXXX?
Company Response:
State: IL
Zip: 60624
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: COMENITYCB/XXXX Miscellaneous Department and XXXX XXXX XX/XX/2022 XXXX On XX/XX/2022 Comenity Bank XXXX XXXX Credit Card made an UNAUTHORIZED and UNLAWFUL hard inquiry into my XXXX Credit File. My Comenity Bank / XXXX Credit Card was defaulted years ago and was previously sold by Comenity Bank to a 3rd Party Debt Collector. Now, as a result of the sale Comenity Bank does NOT have a permissible purpose for making a hard inquiry into my XXXX Credit File. This hard inquiry into my XXXX Credit File is harassment, ILLEGAL, and is apparently intended by Comenity Bank to lower my credit score and to cause a hardship for me when I am attempting to obtain credit, housing or employment. Comenity Bank must REMOVE the inquiry dated XX/XX/2022 from my XXXX Credit file as it did NOT have a permissible purpose to inquire about a previously defaulted debt which it had previously SOLD to a 3rd Party Collection Agency. This debt no longer belongs to Comenity Bank, and the inquiry must be removed immediately or I will be forced to file a lawsuit. Thank you, XXXX XXXX
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Back in XXXX had had gotten onto a three month plan to help bring my account up to speed. I had previously had issues logging into my XXXX XXXX account as it kept saying it was not a secure network. I agreed to an automatic payment plan for three month to be put back on track. The employee accidentally skipped a month of the automatic payments and caused me to show as delinquent still and not following the agreement. I called in over the weekend and spoke to a manager who understood what had happened and told me he would mark the account as up to date for XXXX payment once it was made. I asked if I made the payment over the phone that day if it would count for XXXX and he said YES. I verified that I would not owe again until XXXX and he said yes. He stated my next payment in XXXX would be around XXXX dollars or less. I checked my account today because I was hoping the late fees or at least some would be forgiven since the employee had made the mistake during set up for the payment plan. I instead saw that I now owe for XXXX still, {$65.00}. When I called in I was told that the payment was processed correctly and that I still owe for XXXX. I have been lied to twice by them now whether it was intentional or not about my account and my ability to trust them. I am genuinely trying to turn my life around and fix all of my finances but this company is making me feel very much like they will do anything to hit my credit score repeatedly and hit my account with late fees every chance possible. I was told there was no note of the manager I spoke to tell me I would not owe again until XXXX. I told the man I spoke to that I was in a financial pinch but that I would make an extra XXXX dollar payment for XXXX early to bring my account up to speed.
Company Response:
State: NC
Zip: 27617
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Since XX/XX/XXXX I was not able to make a payment due to a system glitch with Comenity Bank for XXXX Credit card. My payment is due in the XXXX and I was not able to get in their system until XXXX. I called back on XXXX to check my balance and make a final payment and found I was charged a late fee. I called and they refused to refund because my account is closed. This late payment was not my fault and due to their system issues. I would like the fee refunded.
Company Response:
State: GA
Zip: 30815
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have had my comenity ulta rewards card for over a year and made all payments and the account was closed due to " negative prior activity ''. When I called to ask what they said was that due to my current credit that I was considered not credit-worthy and therefore they close my account. They closed it over a month ago and never told me so I was still trying to use my card to get the things that I needed with it but obviously it was declined. During the course of this call I also found out that they had closed one of my accounts in the year previously under the same circumstances and never told me. I assumed it was fine since it was a 0 balance and i hadn't used it ( that store isn't near me and i haven't needed jeans ). I don't understand how a credit company can say that you are credit-worthy to open an account, keep you for a year or two while you are paying the card and using it as needed and doing what you're supposed to do with a credit card, and being an excellent customer, which is what the representative said to me, and then decide that they are no longer credit worthy and close their account. By closing these accounts comenity has taken almost XXXX points off my credit report and since these cards were in good standing with zero balances and open they were floating my credit while I paid my other cards with higher balance. Closing these accounts has also negatively impacted me being able to get a sorely needed repair mortgage on my house. They also mentioned my Victoria 's secret credit card which was written off by the company after the company realized that they had done something wrong and so I was told it is no longer on my credit report nor is it supposed to be used for determining credit worthiness. It's not even in collections anymore. Comenity plays games with people 's livelihoods by arbitrarily closing accounts that are in good standing. I could understand if they were closing my accounts due to non-payment or similar, but they're not even closing them because of anything negative that I have done. Using my credit score against me after I have an already opened account that's in good standing means that if there's any medical emergency etc where I can't pay the money down and it affects my credit score it will now snowball when comenity decides to close accounts due to changes. Comenity is using outside situations that have nothing to do with department store credit cards and accounts in good standing to further alienate credit users. This policy ( which according to the representative is industry standard ) of checking revolving credit on their customers and then dropping the hammer on them whether they are good customers or not is absolutely egregious. My medical and school debt should only account for credit worthiness when applying to open an account not 2-4 years later after great customer relations after that customers circumstances change. I could understand if by my circumstances changing I had somehow started missing payments or buying things without the intention of paying it back but you're talking about accounts with zero balances that aren't being used unless they're going to be paid being closed simply because I have other debts outside of my credit card history. Lastly, Comenity never communicated these closures or issues with me. They said they tried in due diligence but never was i communicated with. Then i was told the onus is on me to write a letter to them detailing why i think i shouldn't have had them closed, but that they won't reopen the account and that it won't help me. So i should beg for my credit but also not expect to get my credit.
Company Response:
State: NC
Zip: 27278
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A