Date Received: 2022-07-15
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I made a purchase on Comenity Bank XXXX XXXX card at XXXX XXXX on XX/XX/2022. I never received the bill for this transaction. I was unsure of when billing cycles end and if the charges would go through when the item was purchased or shipped since I rarely use this card. The end of may I received a bill stating that my account was past due and I called in on XX/XX/XXXX. I let the representative know I never received the bill. She waived the late charge that was assessed and asked would I like to make the payment with the information saved to my account to which I agreed. Towards the end of XXXX I receive another bill with another late charge stating my payment was not made. There was sufficient funds in the account to more than cover the bill and it was not a returned payment. The associate simply didnt process the payment like she said she would. I called in again and gave them all the information about my experience. I am told the late fee can not be waived. I am then transferred to a supervisor that eventually waived the late fee but an told there is nothing that can be done about the interest charge that accrued. I am then transferred again to someone who will close the account because at this point I want to cut ties with this company. This individual tells me I have to make the payment before closing the card to which I do and request a confirmation number. I am told that the balance is now {$0.00}. I tell the individual to just leave the card open because I want to see the impact of closing it on my credit before I proceed. A few days later I receive an email from XXXX that a late payment has posted to my credit and I took a significant decrease in my credit score ( over 100 points ) when I look into it they not only reported the late payment but also a balance on the card and simultaneously reduced my credit limit from {$16000.00} to {$750.00} all after the entire account should have been reconciled. Inconsistent information was reported to XXXX and XXXX. Only the late payment was reported to XXXX. I call in again to inquire why this information was reported as negative on my credit report and learn that my account once again has a balance because a late fee that was removed was added back onto the account. When I speak to this representative she states there is no record of the initial payment I made with the representative and they have no way of knowing who I spoke with. Obviously, their documentation requirements are not up to par. The representative took all the information and said that her supervisor would review and I should call back in a few days. I would not recommend having this card. This has been a nightmare.
Company Response:
State: NC
Zip: 27529
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/2022 - Shopped at Ann Taylor, made purchase, opened credit card account to receive a discount. Input address information on a store kiosk which did not allow full address input. Never received the credit card, or statement. Called the finance company, they would not allow me to make the payment online, because I did not have the account number, but I provided my name, social security. The company insisted I make a {$3.00} fee payment and provide another credit card, I did not comply, and stated it was unfounded to charge me a fee for any information I requested. While on the phone I demanded to close the account, send the statement to the correct address. Received the statement on XX/XX/XXXX, made the digital check payment on XX/XX/XXXX, from XXXX XXXX in the amount of {$150.00}, memo paid in full. Sent to the address on the statement for payments in full to : XXXX XXXX XXXX, XXXX XXXX, XXXX, TX XXXX. On XX/XX/XXXX I received an email from XXXX stating the check was returned. I attempted to call the number on the statement, they will not take phone calls, states phones are to busy and hangs up on me. XXXX called XXXX. Name of the bank is Comenity, address in XXXX, OH. I am trying to call and take care of this, however the system does not allow it. Their refusal to give me the address to send the check initially caused me to be late, and then they are not accepting the payment. I never received an account number to refer to on the check, this is problematic, since they need to apply to the correct account.
Company Response:
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a XXXX XXXX XXXX co-brand credit card issued by Comenity Bank. Recently, my card had been stolen ( and thankfully later turned in by a Good Samaritan ), but I had called to have my credit card replaced by then. Although my account was already setup for autopay, it appears that my new card did not maintain the autopay setting, and according to Comenity I missed a payment. Once I saw my new statement, including a late fee and interest, I immediately paid the bill in full. However, my attempts to contact Comenity over the last 2 weeks to dispute the late fee and interest charge have been unsuccessful. For several days, their entire phone service was down ( i.e., even their IVR system was not working ), an issue they have acknowledged themselves on their website. Now, while their IVR / automated response service seems to be working, it is still not possible to connect with a live agent to dispute the fees and settle this issue. I know I am not alone on this issue, and have seen many other Comenity customers on XXXX complain about the lack of customer service. I can understand an outage for a day or two, but for this to go on for weeks is simply unreasonable, especially when it affects people 's finances. I have attached 4 items : ( 1 ) My most recent credit card statement with the late fee and interest charges highlighted ( 2 ) The payment slip for my XXXX co-brand credit card ( 3 ) A screenshot of other consumer complaints against Comenity on XXXX, dating from all the way back to XX/XX/XXXX, more than 2 weeks ago, and ( 4 ) A screenshot of the XXXX credit card website, which still shows the banner from Comenity acknowledging they still are having problems handling customer calls- this screenshot is from XX/XX/XXXX ( today ).
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity Bank 's website has been down for over a month over 30days. i have not received any communication from them informing me of anything. I have tried calling them and can not get anyone on the phone. i have waited over an hour on hold trying to make a payment. This is OUTRAGEOUS!!!! i dont know if they are reporting me late to credit bureau or what is going on????? please find out!
Company Response:
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: A charge of {$120.00} was made to my Jcrew card on XX/XX/XXXX, and an attempt for another {$400.00} was made. I got a text message for the {$400.00} and declined it. I have tried to call Comenity Bank, who issued the card, and their offices are closed all the time, despite my calling every day between XXXX XXXX to XXXX. I have called 6 times. I have tried to secure message them online, and they say to call their fraud number. I have talked to the Jcrew sales representative, and the purchase was made in New York even though I live in Texas. I have my drivers license here, and my Jcrew Card here in Texas. So someone in a Jcrew store in New York is a thief, because they are supposed to ask and see either the JCrew card or my drivers license from customers. the card can only be used at Jcrew stores or online. Furthermore, if my card was used, I should be able to see the purchase in my purchase history on my online account and I can not. Jcrew can not help me in crediting the {$120.00} and they can not get a hold of anyone at Comenity Bank either. so I have this charge which I did not make, and I can not get a hold of anyone who can help. Furthermore, the Jcrew card has no card number, so how will I be sure this does not happen again. How can the card be cancelled or reissued if there is no card number?
Company Response:
State: TX
Zip: 75229
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
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/XXXX I went in to return items to XXXX they refunded me my amount and then I got recharged the same amount but I didn't purchase anything and I've been trying to deal with this since then with the store and the credit card company and they haven't been able to help they keep telling me they will get back to me but never have and every time I call now they place me on hold longer then an hour and then it hangs up. they also told me that they won't charge me late fees or interest till its resolved but I have been charged interest. also it is messing with my credit score
Company Response:
State: NY
Zip: 11223
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have several store cards through Comenity. For close to a month I have been unable to access my account or make payments. I have called to pay through the phone, but I am also unable to make payments there. They say the call center is closed and/or is unable to access our accounts. They had a banner on their site that they will only be suspending late fees for people trying to pay through XX/XX/XXXX. They also direct to pay via an easy payment option that is also not working. I have no way to pay my cards and I'm worried I will accrue late fees and will get reported to the credit bureaus.
Company Response:
State: IN
Zip: 46038
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Bread XXXXComenity Capital Bank outage began for me around XX/XX/XXXX not being able to access online card accounts with them followed by erroneous details of charges that never applied as well as payments not submitted by me, Millions upon millions of Comenity Cardholders are still experiencing grievous blockages not being able to contact ANY Comenity Representative nor did the company issue so much as a single letter of warning via USPS or Email this outage would extend now an entire MONTH of no access to make payments or speak with anyone, Call Centers for weeks have been nonexistent and in over XXXX years as a customer of this card lender i never once experienced such an extended prolonged issue as this. Although i have seemingly been able to PUSH XXXX payment from my paying bank 's XXXX XXXX XXXX and it reflected once i could get logged on as XXXX balance, I also used the sites CARD LOCK to prevent fraud another NEW balance suddenly appeared today. This is a serious breach of cardholders ability to normally make payments and many are receiving late fees and additional interest simply because their payment system appears to been breached and not working as usual, Please ASAP approach the CEO of this Bread XXXX/Comenity Bank company or have an Emergency Financial Response Team cease their operations until the issues are resolved. As of XX/XX/XXXX there are blockages where customers can not log on into their account to service these credit card accounts as well as reach any personnel who will assist customers to not only make payments but that they are accurately applied to the accounts.
Company Response:
State: IN
Zip: 475XX
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been trying to login and pay my bill for months. They never sent me a plastic card said it was virtual that i didnt need it. Can not logon bc i dont have the card number. No one answers any if their phones. I have tried all the numbers i can find and it always says to call back later or picks up and nothing happens. Can not access my statement, account or anything else. Think fraud is happening, but can not see my balance to see whats due, login in website, or contact anyone by phone.
Company Response:
State: CO
Zip: 80221
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I noticed there was a charge-off account for XXXX on my credit report that was not mine. I sent 3 letters to XXXX, XXXX, and XXXX notifying them of the error and asked them to verify the debt. The letters were sent on XX/XX/2022, XX/XX/2022, and XX/XX/2022 with no response. I then sent a certified letter directly to XXXX XXXX XX/XX/2022 notifying them that the debt was not mine and if they had reason to believe it was mine to provide proof. Based on the tracking number, XXXX received the letter on XX/XX/2022 at the listed XXXX XXXX on my credit report ( XXXX XXXX XXXX, XXXX OH XXXX ) but they have yet to respond to my request. This is not my debt. I've attached the letter sent to XXXX XXXX Also a copy of the certified XXXX screenshot with the delivery date.
Company Response:
State: NC
Zip: 28216
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A