Date Received: 2022-06-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Got the XXXX credit card from Comenity Capital Bank A month ago. I try to pay my bill as they get posted. I do this with my other cards without issue. It takes at least XXXX tries to log into my account. It keeps saying : The information you entered does not match our records. Please try again. Ok fine. I click on reset password. I fill out the form with requested information and get : The information you entered does not match our records. Please try again. Ok These people can't code. Clicked on Register for Online Access. Enter information again : The information you entered does not match our records. Please confirm your information is accurate and try again. Information is from the paper bill. Each time I have tried the common tricks, clear cache, cookies use different browsers and in incognito mode. All is the same. They have it but won't let me in. I try to message them, but that leads me to the same useless sign-in page. This is leading me to believe that : A, they have programmers that need to be fired. No way you are loosing my information this quickly B. They have infrastructure that is not up to the task. C. This is a ploy to make people via paper billing or to disallow people from paying their bill earlier. This way they can accrue interest.
Company Response:
State: CA
Zip: 94533
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Iv had a fraudulent credit card account pop up from a company called Comenity Bank. I called them numerous times to dispute the debt and filed police reports and ftc reports on it. Comenity only laughs and calls me a liar. They won't remove this fake debt off my credit report. It needs removed. Iv never used this company.
Company Response:
State: OK
Zip: 73135
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: A late fee was charged against me for my XX/XX/2022 bill. I paid in full. However a new late fee was added on my XX/XX/2022 bill. That was the only charge. I did not make any new purchases. I called to waive it and was told they would waive it but it was not waived. Now I am " late '' for the XX/XX/2022 bill which was due on XX/XX/XXXX. I called to explain but not only are they not waiving the full amount, but they also are now charging me an ADDITIONAL late fee on the XX/XX/2022 late fee.
Company Response:
State: CA
Zip: 93036
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I was sick and missed a payment. It happens. Since the late fee is assesed I'm not in a rush to pay it because I work in finance and I know how reporting works. Comenity bank has called 7 times today in 6 hours. They started at XXXX AM MST where I live. SEVEN. I told them to not call I would pay the bill and balance due with late fee on the next due date. And one of the calls was from a restricted number, I have a family member in the hospital so I answered it because that's how their calls show up, nope it was them, and I told them not to call I would pay ... still calling ....
Company Response:
State: CO
Zip: 80112
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
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: There are XXXX accounts that are reporting incorrectly on my credit report : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX. I have provided proof to each credit bureau that the information is reporting differently on all 3 credit bureaus. I have also reached out to Comenity Bank directly and advised that each account is reporting differently to XXXX, XXXX, and XXXX. Ironically, each bureau has been able to verify their status is correct, when all 3 are reporting differences.
Company Response:
State: TX
Zip: 75039
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: in accordance with the fair credit reporting act XXXX account # XXXX, has violated my rights. 15 USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 section 604 A Section 2 : it also states a consumer reporting agency cant furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: IL
Zip: 60120
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: False advertising made by Comenity Capital Bank - Zales The Diamond Card regarding terms and conditions for promotion. After apply for card to receive promotion being advised by representatives that approved or denial would occur same day. Which did not happen, so promotion was not available for me to use. This falling advertised to apply for credit card. While the credit card application with result in credit report. Thus effecting me personally harming my credit report for a card not needed. Date of application, sale advertise on website and advised promotion still in effect to apply. Promotion no longer available while getting scammed for a card I do not need. Contacted comenity bank directly to cancel application for card since promotion wouldnt apply to me. Advise I can not that their prices takes 1-2 weeks. Stuck with a credit card for false advertising.
Company Response:
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Forever 21/Comenity Bank sent me an email bill that I missed because I wasn't expecting email statements so I was late on my payment. I am never late and have excellent credit. I called on XX/XX/2022 and spoke with a representative asking that the late fee ( {$29.00} ) be waived and she said it would be. I asked for my adjusted balance so I could pay it in full, and I did. Since I thought the card was paid off, I didn't notice that ONLY 1/2 of the late fee was waived ( {$15.00} ) and I still had a balance and it was accruing interest, unbeknownst to me. The fact that only 1/2 of the late fee was waived was not CLEARLY explained in the phone conversation. In a follow-up call to Comenity/Forever 21 , they would not rectify this issue for me saying I had already used my one-time exemption. I understand you can only do this once but they DID NOT MAKE CLEAR that is was not for the full amount. I feel like they are using deceptive practices to let me believe I received a full late fee credit/waiver. I was also put on long holds and had to restart the call 4 times to get nowhere. Plus this call center is not in the US and the phone service was horrible. Do not deal with this company.
Company Response:
State: TX
Zip: 78681
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I get close to XXXX calls a day and many back to back calls daily from commenity Bank it's harassment at this point. I want to work with them. But I don't want to now with all the phone calls. As of XXXX on Monday XX/XX/2022 I have missed XXXX calls from them. XXXX. And I will get more today. That's crazy. I shouldn't have that many calls back to back.
Company Response:
State: NC
Zip: 28348
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Charges for late fees because of a XXXX difference ... then a XXXX difference ... for a card that has not been used
Company Response:
State: LA
Zip: 71107
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A