Date Received: 2022-05-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Description of Problem : XXXX and XXXX added XXXX $ charges on my account after I have paid my balance in full prior to my promotion expiration date on XX/XX/XXXX. Then, I was charged a full amount of retroactive fees XXXX XXXX This has caused a significant amount of stress and time to try to solve the issue unsuccessfully. XX/XX/XXXX I opened a XXXX and XXXX Comenity Bank account for XXXX $ and I had to pay full balance by XX/XX/XXXX which I did. XX/XX/XXXX I called the XXXX and XXXX representative and over the phone and she set up 2 payments ( stating it can not be done in one payment ). First payment was XXXX $ and the second payment XXXX XXXX On XX/XX/XXXX thieves broke into my car and tried to steal it and stole my checking book, besides other things, and the bank froze my account so the check did not go through. XX/XX/XXXX I discussed my situation again with the Floor and Decor representative over the phone and your representative removed the XXXX $ late fee and documented that in her note ( also reflected in XXXX statement ) and therefore adjusted payments to two separate payments. Now the first payment was XXXX $ ( XXXX $ XXXX $ ) that was paid on XX/XX/XXXX and the second payment of XXXX $ that was paid on XX/XX/XXXX. Additionally, your representative did a credit adjustment of XXXX $ probably for a bounced check fee on XX/XX/XXXX. I specifically asked your representative if my balance will be zero after those 2 payments and she assured me that my account will be completely paid off with those 2 payments. I was willing to pay this extra XXXX $ fee and the proof is that I agreed to pay XXXX $ on XX/XX/XXXX but I was assured that my balance IS PAID IN FULL! Since those conversations are recorded please go back to it and review. If you review my XXXX statement my account balance was XXXX until on XX/XX/XXXX you added promotional to revolving fee of XXXX XXXX To this date I do not know what these XXXX $ are charged for? XX/XX/XXXX XXXX and XXXX decided to add a XXXX $ fee on my account for unknown reasons to me and added a XXXX XXXX of XXXX $ stating that I did not pay my balance in full which is incorrect! I paid my balance in full and could not have known that they would charge me a XXXX $! How can I pay something that I do not know you will charge me for? And you charged me this XXXX $ fee after my promotion ended on XX/XX/XXXX so I could not pay it to avoid a finance Charge of XXXX XXXX If your qualified agent does not know that you will charge me an additional XXXX $ when I spoke with her on XX/XX/XXXX how can I know? I was on vacation in XXXX for XXXX weeks and when I returned home and opened my mail I found your XXXX statement shocking and very disturbing. I immediately called on XX/XX/XXXX and spent over an hour on the phone and talked to XXXX people. XXXX was a supervisor I spoke to and he filed a dispute and told me that no one did this intentionally but it is generated by the computer. Then, I spoke to his supervisor XXXX who was very kind and helpful and reviewed XXXX written dispute and since she found it inadequate she canceled that first dispute and created a new dispute # XXXX with more detailed information. I received 3 letters from Comenity : 1. That I opened a dispute. XXXX XXXX : That dispute was canceled and XXXX XXXX XXXX That dispute is opened- which reflects the above. New charges had now a minimum payment of XXXX $ due by XX/XX/XXXX. XXXX did not think that the dispute would be solved by then but assured me that they will freeze my account without further charges until the dispute is resolved. I expressed that I have a difficult time trusting them now considering that I was assured in XXXX that my account is fully paid off just to find new charges now. She suggested that I pay XXXX $ to avoid additional late charges and was told that it will be returned to me once the dispute is resolved. I paid XXXX $ on XX/XX/XXXX. I received my XXXX statement without my account charges being frozen until the dispute is resolved and on XX/XX/XXXX an additional Finance charge of XXXX $ was placed on my account! XX/XX/XXXX I called back XXXX & XXXX and spoke to 3 people : XXXX, XXXX and XXXX. XXXX and XXXX informed me that my dispute was closed NOT in my favor and that I have to pay a full balance. XX/XX/XXXX I called XXXX & XXXX again and spoke to XXXX XXXX ( ID XXXX XXXX ) who informed me that my dispute was not even reviewed but likely accidentally closed and that XXXX was supposed to addend the dispute and not cancel it. She stated that she can not file another dispute for me. She sent an email to the dispute department supervisor to review my case and provided me with an address to mail my letter to a Billing Dispute to XXXX XXXX XXXX XXXX Ohio XXXX. I wrote the above letter and mailed it certified on XX/XX/XXXX and you received it on XX/XX/XXXX. XX/XX/XXXX I called again and initially spoke to XXXX who claimed that I never paid my balance of XXXX $ in XXXX which is absolutely incorrect! Then I spoke to his supervisor XXXX, senior account XXXX, who informed me that I should have read all the fine print and that I was obligated to send XXXX & XXXX in writing my complaint which I was not told until XX/XX/XXXX. She filed another dispute on XX/XX/XXXX. In the letter about my dispute you state If you have additional information or documentation to support your dispute, please send it.. I did not have additional info besides what XXXX documented in my Dispute # XXXX and therefore did not send a letter in XXXX. I sent a second letter to XXXX & XXXX on XX/XX/XXXX with all my personal information and they were suppose to receive it on XX/XX/XXXX. I called again on XX/XX/XXXX and checked my account balance that stated " No minimal payment due '' but still with outstanding balance of over XXXX XXXX Today I received the letter that I am including for your review. They report that they concluded their investigation without clearly stating what is the resolution. My account balance remains over XXXX without minimum payment due. I called again and spoke with XXXX who interpreted the later for me and stated that dispute was closed and NOT in my favor. He confirmed that I do not have minimum balance due. I had my financial adviser review statements tonight and conclusion is that I paid my balance in full To this date I have no solution to this issue but instead I keep receiving statements with new balances that are demanding monthly minimum payments and additionally charging me Finance charge of XXXX $ XXXX. I would greatly appreciate your help on solving this matter urgently. Kind Regards, XXXX XXXX XXXX ( XXXX ) XXXX
Company Response:
State: WI
Zip: 53092
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Commedity Bank calling excessively past 2 weeks. as a result of identity theft. Another individual fruadently used my information to obtain a XXXX XXXX XXXX, XXXX, and XXXX, confirmed with companies already
Company Response:
State: WI
Zip: 54302
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: These companies are ran my credit without my knowledge and made hard inquires on my credit XXXX XXXX XXXX on XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX ComenityCapital/MPRC on XXXX and XXXX XXXX
Company Response:
State: AL
Zip: 361XX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made a purchase back in XX/XX/2021, paid my Comenity Bank bill in XX/XX/2021 a day late. Therefore, I never received another statement to state the late fee, and if I did I would have called to discuss removing the late fee, as my payment is history is great. I NEVER received another statement until there were XXXX late fees on a statement, when I called to discuss the representative was nasty, stated they could only remove XXXX late fee. I explained that I never received an email statement nor paper statement, cause I would have called to have them the late fee. It sounds like a scam to get money from me or others. They are harassing me at home and cell, an my husband told them to stop calling. He unfortunately, was and still is going for XXXX treatments. Now they are harassing me at work, I tried to settle this but they do not want to hear about the statement never received. Look at my history never have I had a problem any company with payments. Now the bill keeps getting higher and higher.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: The creditor Victorias Secret has been trying to collect a debt which is not mine for approximately a year. In XXXX it appeared to have fixed the issue but again commenced in XXXX of XXXX to collect an amount for an account I do not have. This appears to be Identity theft but Victorias Secret is not doing anything about it. They know it is not my account but continue to service it with someone who is not me. I do not have a Victoria Secret credit account. I have pleaded with them to please correct the issue and to ensure it does not affect my credit bureau reports. To no avail. I formally request the intervention of CFPB in Resolution of this out-stounding issue.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: For many years I have been paying XXXX XXXX with automatic payments through my bank. I never had a problem until recently my payments stopped getting posted. I found out that the address the payments were being sent to for XXXX XXXX Account # XXXX ( Comenity Bank ) was no longer valid. I received a letter from Comenity Bank returning my check dated XX/XX/2022, advising that they no longer accept payments for XXXX XXXX. I updated this information with my bank ; however, after checking my bank account, I found that Comenity cashed and kept two other checks one dated XX/XX/2022 and another dated XX/XX/2022 both for {$100.00}. I contacted XXXX XXXX and confirmed that these two payments did not get credited to my XXXX account. I attempted to contact Comenity Bank directly to request the return of the {$200.00} ; however, each time I tried to call them, I was hung up on or cold transferred to XXXX XXXX. They were unwilling to assist. I just want the return of my {$200.00}.
Company Response:
State: WA
Zip: 98223
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity Bank, approved me for a XXXX XXXX XXXX in early 2021, and is declining transactions for my card when it is informing me that I have the available credit to use the card. The reason stated by Comenity Bank, was that I " made multiple payments on the account, '' which I did in order to honor my credit obligation in paying the balance owed for the account, and to avoid paying interest. Rather than meet the terms of the account agreement for the card, by crediting payments towards the balance for the card, and releasing the available credit to reflect the available credit that I am told I have on my account dashboard when I log in, Comenity bank is falsely stating I have available credit that I am not actually able to use the card for. Comenity bank is further stating I must wait 7 businesses days for a block on my account to be removed for all credit use, when previous payments are well beyond the clearing time frame, and when I have only tried to keep my account current and make payments to meet my credit obligation. I offered to call my bank with Comenity on the phone so that we they can verify payments were cleared, and they did not accept this solution. This has caused unnecessary embarrassment and mental anguish.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: this company has called me repeatedly. they will often call me multiple times an hour. between XXXX XXXX and XXXX XXXX alone they will call at least 7 times. They will call over the weekends and while I am at work. If they called once a day between XXXX and XXXX PM that would be fine. But they continuously harass me during my work day, during personal time, and even on holy days and holidays. i don't mind reminders, but this is harassment.
Company Response:
State: NY
Zip: 14227
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have an unauthorized credit inquiry on XX/XX/XXXX from Comenity Bank/Torrid . I have unauthorized credit inquiries on XX/XX/XXXX from XXXX, XXXX and XXXX XXXX. I have unauthorized credit inquiries on XX/XX/XXXX from XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX I have an unauthorized credit inquiry on XX/XX/XXXX from XXXX XXXX. I have attempted to correct the errors by directly requesting the companies to remove them from my report. My requests have not been successful.
Company Response:
State: SC
Zip: 29841
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Comenity Bank offers an XXXX XXXX XXXX and they advertise that they will provide XXXX XXXX reward points for all spend at XXXX online or instore. Upon an audit where I thought I should have more points than they are allocating, I see that they have only been providing XXXX the points for my spend at XXXX. I primarily only use the card for XXXX purchases. I realize its net spend ( exc taxes ) but they are not giving me the correct amount of points. I went back to XX/XX/2021 as this is as far back as I can go, and there were never XXXX points provided. I have copies of my points account and my credit statements to show spend was at XXXX. By my calculation, I should have another XXXX points. I dont believe I have ever received the correct points, even going back beyond XX/XX/2021. This is false advertising, plain and simple. If they only want to provide XXXX points, then change their site. I have contacted them on several occasions and they state they will look into it and then ignore me. I Lodged a complaint with the XXXX and they ignored that too and XXXX closed the complaint. XXXX themselves do not take any responsivity as they do not run the credit program
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A