Date Received: 2022-07-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX XXXX. I made a payment on Friday XX/XX/XXXX of {$300.00}. Never received any email confirmation that payment was made. I checked spam folder, all mail folder and anywhere e-mail might be and nothing. I went onto credit card website no info about payment made. I checked pending payments and history, nothing. As of Sunday XX/XX/XXXX no indication payment was made on their website. Still showed minimum payment due on XX/XX/XXXX. Thinking payment didnt go thru I made another payment of {$300.00} because I didnt want a late payment fee. After that payment within several hours website finally showed pending payment of {$300.00} processing. ( Still never received any e-mail confirmation ) I thought, I guessed I missed first payment or something went wrong with first payment. Today XX/XX/XXXX website shows I made XXXX payments of {$300.00}. Tried to call number on card and after confirmation my personal information, automated service tried to assist me, but needed customer support. Finally I get transferred to customer service only to be told that they are working on restoring service. Call back another time. I called several times starting on Saturday after not seeing my payment posted got same message. Even called today at XXXX XX/XX/XXXX and received same response. I now made XXXX payments totaling {$600.00} when I only wanted to make XXXX payment of {$300.00}. This puts me in a poor situation for the budget for the rest of the month. Their website site had no way of canceling XXXX of the payments.
Company Response:
State: PA
Zip: 169XX
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Since Bread XXXX took over Comenity Bank or partnered with them. I can't access the website or contact customer service. The Bills are not coming to my home nor I can call and speak to customer services. I have XXXX, XXXX, XXXX, and XXXX XXXX XXXX cards and can't contact customer service. They changed my XXXX number and when I try to gain access by calling they make an announcement that they can't talk right now. The statement on the website : You can now check your balance and make a payment online by signing in below or using Comenitys EasyPay. If you made a payment thank you! You may not be able to review your payments as quickly as youre used to ; we are working to restore this feature. We know the recent system outage has been frustrating and we are working to ensure a fair resolution for impacted customers. However, I can't gain access to my account since XX/XX/2022. Then when you call there is no customer service online. I paid by phone. Then I checked the website they took me off the website because I had an Identity theft by Bread XXXX and called the police. Then customer service tells me to send an email and they never respond. There is a need for an investigation with Bread XXXX who partnered with Comenity Bank.
Company Response:
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
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: Om XX/XX/22 we opened a line of credit with Zales/Comenity Bank and made a purchase for {$670.00} on a ring to be special ordered due to sizing. I never received a card from Zales/Comenity. I made the first payment of {$80.00} on XX/XX/22 ( there was a {$30.00} charge for a late fee ). On XX/XX/22 the ring came in but was not the correct size. At the time, I returned the item and canceled the transaction. I received a receipt from Zales the order was canceled. I am in the process of obtaining a VA Mortgage Loan and the status of this account is currently the only item holding up the process. The mortgage company asked that I lower the balance due to less than {$400.00}. There was a " planned outage '' with Comenity that they have not received the refund credit nor applied it to the account. I made another payment of {$230.00} on XX/XX/22 to bring the balance due down to less than {$400.00}. I have requested through multiple avenues to have the account rectified and a letter or statement advising the updated payment and balance. Comenity is advising there is nothing they can do for me at this time as their systems are not working appropriately. At this point, I am owed {$280.00} from this bank as after the returned item and refund I am continuing to make payments to satisfy the VA request. We are XXXX days out from closing and need this rectified immediately.
Company Response:
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: PER XXXX XXXX THIS COMPANY " COMENITYCAPITAL/SALL '' RAN A HARD INQUIRY ON MY CREDIT WITHOUT MY CONSENT THIS COMPANY DOESN'T EVEN HAVE THERE CONTACT INFORMATION LISTED ON XXXX XXXX ; I HAVE NO WAY OF CONTACTING THEM OR VERIFYING THIS COMPANY IS REAL. I am asking for a validation letter proving this hard inquiry belons to me. I demand to know why this company illegally ran my credit without my permission. I suspect SOME OF THE STORE ASSOCIATES ARE DOING IT ON PURPOSES TO GET AN INCENTIVE FROM THE STORE. I SUSPECT I AM NOT THE ONLY VICTIM PER THE FCRA " If you were seriously harmedsay, the credit reporting agency continued to give out incomplete or inaccurate information after you requested correctionsconsider filing a lawsuit. Under the Fair Credit Reporting Act ( FCRA ) ( 15 U.S.C. 1681 and following ), you may sue a credit reporting agency for negligent or willful noncompliance with the law within two years after you discover the harmful behavior or within five years after the harmful behavior occurs, whichever is sooner. Depending on the violation, you might be able to win actual damages, statutory damages, punitive damages, court costs, and attorneys ' fees. ''
Company Response:
State: CA
Zip: 91304
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity bank is a fraud. I have 4 seperate store cards and can not make payments on any cards for over 2 weeks. Customer service does not answer, calls do not go answered, XXXX XXXX and emails are ignored. Absolutely fraud.
Company Response:
State: CA
Zip: 92614
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a credit card with Comenity Bank. Their website and portal to view accounts and pay on accounts has been down for weeks. They keep calling my cell phone and when I answer the line goes dead. They have also reported late payments to my credit and added late fees even while its not possible to pay online due to technical difficulties.
Company Response:
State: MN
Zip: 55104
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In XXXX I paid off my balance. A couple months later ( in XXXX ) I recieved a letter in the mail stating I now how a late fee. I called and they told me I was charged for paying off the card. They waived everything and I closed my account and canceled my card. My credit report shows my account is closed but a week ago ( end of XXXX ) I recieved a letter stating I owed over XXXX dollars. They said I had been charged XXXX dollars in interest and missed XXXX payments so that is my balance. They said the best they could do was take XXXX dollars off the balance and I would pay the XXXX that remained. I told them I would not be doing that and ended the call.
Company Response:
State: MO
Zip: 655XX
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have an inquiry from Comenity Bank/Bread Financial/Victoria Secret on my XXXX Credit report that I did NOT give permission for. It posted XX/XX/XXXX, today. I have not given permission for any hard pulls for my credit to Comenity. Comenity usually calls me before even doing a soft pull inquiry because of the fraud alert on my credit reports. I dont know what is going on but I want this off my credit report!!!! This is coinciding with Comenitys website being down and not being able to make payments or talk to anyone on the phone therefore I havent been able to get help directly from the company.
Company Response:
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Ive made monthly payments on my card until the balance was paid. They then sent another invoice claiming a $ XXXX {$4.00} balance then applied a late fee due to their website being inaccurate on the final amount due for pay off. I called and spoke to them regarding the error and was told they could not remove the late fee because the account was closed. I then paid again the pay off amount. I get another bill in the mail for {$2.00}. I go online yesterday to pay it. There is a notice online that they are experiencing problems with their system. ( No doubt! ) I manage to get in my account and try to pay the {$2.00}. It requires me to add my bank account, I try adding my bank however the system says that my bank account is already listed. It is not! And I was not able to select any previous banking information to make a payment. System error again! I notice while I was trying to make my payment that my account indicated I had {$900.00} ( something credit ) which I thought was strange for a closed account. I try again today to log in to pay {$2.00}, and my account says closed cant make a payment please call customer service! I have had quite enough with this company! I want the {$2.00} fee removed and my account back open! I dont plan on spending, but I want my line of credit back and I want them to stop hounding me about {$2.00}!
Company Response:
State: FL
Zip: 32566
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am one of the many people affected by Comenity banks " update '' in their system. This update is now going on 2 weeks. I have not been able to log in to my account online nor have i been able to reach a rep via phone. Their automatic system, when up and running, will tell me my balance. They claim we can use easy pay, but that has hung up on me, also dont trust easy pay option after reading comments online about others who have tried to use this feature and have received no confirmation of payment. This company keeps posting that they are working on it but thats about it. Sorry but a system update does not take 2 weeks.
Company Response:
State: PA
Zip: 19152
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A