Date Received: 2022-07-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I havent got any emails regarding my account status, but apparently the account is past due. They called my cell phone back to back, five times in a row.
Company Response:
State: AZ
Zip: 85326
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: My credit card is opened by fraudulent. Please remove credit hard inquiries and account on my credit reports. Company : Comenity Bank
Company Response:
State: CA
Zip: 94941
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been paying on a closed account with XXXX XXXX with Comenity Bank since 2019 when XXXX XXXX closed their stores. I have never missed a payment, and have always made payments online. Last week I tried to access my account online to set up my XX/XX/XXXX payment. When I attempted to log in, I received a message about problems with full access to accounts due to a system update. It tells me I can still make a payment using XXXX XXXX, but since I no longer have an actual credit card, and only received statements online, I do not know my credit card number. This fact prevents me from setting up access to my account online. When I call to speak to customer service, I get no help at all. They either hang up on me or I can not understand them due to their accent. The last person I spoke to told me to try again next week.
Company Response:
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have made 2 payments, XX/XX/XXXX {$500.00} and XX/XX/XXXX {$100.00}, to Comenity and neither have shown up on my transactions. They have shut down their customer service via phone and I have also attempted to contact them via secure message center, once on XX/XX/XXXX, no response and I tried again on XX/XX/XXXX got a response of someone stating that they have not received the payments. I have attempted to call numerous times over the last week and a half with no answer from a human.
Company Response:
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: There were two fraudulent charges made on my BJ 's Comenity XXXX XXXX Card in Colorado on XX/XX/XXXX, yet I live in Florida and have not been in Colorado nor purchased anything online there since XXXX. One was for about {$50.00} and the other about {$35.00}. I have called them every day and their automated system hangs up and disconnects my phone call and they never allow me to report this. I have tried calling at least 6 different numbers for Commenity Bank, their corporate headquarters yet no one will answer the phone and take my complaint of fraud and these charges are now on my bill which I do not owe. You can see from the attached file how this is not a charge that I made due to my location.
Company Response:
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I've attempted to payoff my Wayfair credit account via Comenity.net, numerous log ins, error message states account closed, unable to make payment. The number provided on site called most recently, the rep spoken with advised no settlement offer available if paid off in full, was told to call collections when account past due... There are at least two late payment fees on the account which are questionable and I believe could be removed as part of settlement amount, if offered.. As stated before, no such offer is available as account is not past due, according to rep spoken with.
Company Response:
State: CT
Zip: 06320
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Please review the attachement which has been sent via certfied mail to Comenity Capital Bank BJ 's My Perks MasterCard
Company Response:
State: NY
Zip: 11542
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have a Victoria Secret credit card through Commenity Bank. On XX/XX/XXXX, I received a notification from XXXX that my credit report was pulled from this creditor. Keep in mind, I have multiple credit cards through this bank. I called their customer service department on XXXX to speak with a representative at Commenity bank. At XXXX EST, XXXX proceeded to tell me that her supervisor said because I updated my income, that resulted in an automatic hard pull, which is showing up as a hard inquiry on my credit report. I spoke with a supervisor named XXXX at XXXX AM on that same day who told me that this was true. She told me that I asked for a credit increase on XX/XX/XXXX and this is the reason why the report was pulled on XX/XX/XXXX due to this request on XX/XX/XXXX. I proceeded to tell her that is impossible. As I previously mentioned, I have several commenity Bank credit cards and I have requested credit limit increases in the past which have only ALWAYS resulted in a soft pull. I logged into my Experian account and can see all of the credit limit increases that I have asked for under soft pull inquiries- none of the credit increases I have requested through commenity bank are displayed under the hard pull inquiries list. Several other consumers have noted the same problem that Commenity Bank is pulling customers credits without their consent but have been able to speak with a supervisor and get this hard inquiry removed. Since I was not able to, this is why Im reporting this incident. Keep in mind I also reported this same bank through CFPB ( complaint ID XXXX ) in which they responded and told me they would not be reporting any such thing to the credit bureaus.
Company Response:
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have paid the debt as of XX/XX/2022. On the same date, the collection agency reported that the debt was still owed. I am attaching all the documents to support that the payment has been made. I have included the document that illustrates the phone you can call to verify the money has been cashed. When I log into the collections agency 's website it also shows it has been paid.
Company Response:
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This account was supposed to been removed with another account after it was charged off with a XXXX balance, account was then transferred to a collections agency and I have been harassed about this and my financial credit has been messed up because of this derogatory account.
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A