Date Received: 2022-04-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My issue is with Comenity Bank - Points Power XXXX : I STOPPED receiving invoices by both e-mail and in the US Mail for several months back in the summer & fall of XXXX. ( We had moved but I registered my new address with them. ) I finally received an invoice for a {$70.00} purchase I'd made ( my last purchase on the XXXX card ), but the invoice came late & so my payment was received 1 day late on XXXX XXXX, XXXX ( it was due by XX/XX/XXXX ). I got the next invoice that showed a {$28.00} late fee & {$2.00} interest charge. I wrote a note on that invoice explaining that the prior invoice had come to me late, so I shouldn't be charged the interest & late fee. But another invoice showed yet another late fee & interest. On XX/XX/XXXX, I called & spoke to a woman at Comenity ( I didnt get her name ) who said the best thing to do was to cancel my card & that would be the end of it & I wouldn't receive more invoices. She said she cancelled my card. ( In a phone conversation yesterday, XX/XX/XXXX, Comenity said that my card was indeed closed on XXXX XXXX, XXXX. ) But I DID get more invoices with additional late & interest fees. So, On XXXX XXXX, XXXX, I wrote a short letter explaining my issue. I send it with Return Receipt Requested, & within about 2 weeks received the Return Receipt green postcard back, time-stamped XXXX XXXX, XXXX, & signed by XXXX XXXX XXXX Since then I have continued to receive additional monthly invoices with late & interest fees accruing, now up to {$260.00}. Yesterday, XX/XX/XXXX, I called Comenity and over 105 minutes was bounced through 5 people ( first is unknown name, then XXXX, XXXX, XXXX & XXXX ; XXXX was in the Customer Care Dep't. ; I dont know the others ' dep'ts. ). The first 2 really didn't even understand the issue. Each of the next two routed my call to yet another person, & the fifth person was XXXX who said I should write a REGISTERED letter to Comenity. But I have little confidence that that will work, as they have basically ignored all my attempts to resolve this issue.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when reviewing my credit report and found a 30 day late payment reported for XXXX of 2019. I am not sure how this happened. I believe I made my payments to you when I received my statements. My only thought is that my statement didnt reach me.
Company Response:
State: TX
Zip: 75206
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: On XX/XX/XXXX, I received a telephone call and voice mail from XXXX, a senior specialist of Comenity Bank. XXXX called both myself and my fiance regarding a debt held by another family member. The family member in question also received a similar call on this date. The telephone number that XXXX left to call her back on is XXXX, ext. XXXX. XXXX stated that it was urgent that this family member call her back by XXXX XXXX I have no idea how Comenity Bank has my telephone number and I am especially perplexed as to why they would have the telephone number of my fiance- who does not share my last name- as neither of us has accounts with them. Comenity Bank clearly believes that they have the right to call anyone and everyone who may know one of their debtors. Naturally, when I attempted to return XXXX 's call, I could not reach her, nor could anyone advise me of the urgent issue they were calling about because my telephone number is not associated with any account in their records. Neither myself or my fiance are employees of Comenity Bank and it is not our responsibility to collect their debts or harass their debtors. This practice of calling extended family members and co-workers is a clear attempt to harass and embarrass their debtors. I have been registered on the do not call list since XXXX. I would like to file a formal complaint against this company for their debt collection practices in violation of the Telephone Consumer Protection Act.
Company Response:
State: NJ
Zip: 08055
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: FRCA Violation credit card COMENITYBANK/VICTORIA XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX I XXXX XXXX XXXX XXXX XXXX, TX XXXX
Company Response:
State: TX
Zip: 77657
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: ( CCB stands for Comenity Capital Bank ) I did not authorize anyone to use my information or to be given to a third party. This is an unauthorized and fraudulent account which was opened without my consent as I never gave permission for this to be opened under my name. I did not agree to any membership, loan or credit card. My personal info had been used to process transactions and open an account under my name without my knowledge. I never gave authority to open such account. It is not authorized and I have never given permission for it to open and charged. I am a victim of fraud and theft. Please remove this account from my credit report, all of the inquiries, and block them from placing these unauthorized account on my credit.
Company Response:
State: GA
Zip: 30528
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Last week I spoke with comenity bank with corporate headquarters at XXXX XXXX XXXX, XXXX XXXX in XXXX Delaware, regarding a furniture payment and explained that I would make a payment online next week when I get paid. That was on XX/XX/22, todays date is XX/XX/22, I get paid this upcoming Friday XX/XX/22. They block their caller id frequently, and call from multiple numbers. Yesterday I received a total of XXXX phone calls, I believe this would be considered that they were harrassing me. Calling me multiple times in XXXX hour. The first call was XXXX on XX/XX/22 from the number XXXX. The next call was at XXXX XX/XX/22 from the number XXXX. The next call was at XXXX XX/XX/22 XXXX. The next call they blocked their caller id and called at XXXX XX/XX/22. The next call was at XXXX from the number XXXX. They blocked their caller id again when they called at XXXX and then again from a blocked caller id at XXXX on XX/XX/22. They called again at XXXX from the number XXXX on XX/XX/22. They called again from the number XXXX at XXXX on XX/XX/22. Then they called at XXXX from from the number XXXX on XX/XX/22. Today they called repeatedly from a blocked number. On XX/XX/22 I received a call from them at XXXX, then another at XXXX, and then again at XXXX. I explained to the first person I spoke to on XX/XX/22 that I don't appreciate them masking their caller id. It simply says " Unknown Caller ''. They never state that the call is being recorded, and when I asked the lady today she said it was not being recorded. I may be wrong, but I manage a call center for a dealership, we must record all inbound and outbound calls, and we must state on the onset of the call that it is being recorded. Without doing so, I believe they are in violation of FTC regulations. When I told her I knew the laws and that they were in violation because I manage a call center, she said " well then you should be able to pay your bills. '' I feel that was degrading, not sure if it violates anything though. I then repeatedly asked to speak to a supervisor, which she refused. It's not just XXXX person making these calls, but this particular lady was very disrespectful. I was so frustrated I ended up YELLING over her, she would not let me speak, and finally ended up cursing and then hanging up. calling XXXX in XXXX day is harrassing and abusive. Calling XXXX in XXXX hour is harrassing and abusive. I realize I missed a payment, but I explained when I would be making that payment and they continue with these incredibly upsetting and repeated calls. At the very least this violates the FDCPA
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: On XX/XX/2022, I applied for a store card, XXXX & XXXX XXXX Credit Card, serviced by Comenity Capital Bank, and received instant approval to make a purchase using that credit line. On XX/XX/XXXX, I received an email stating that my card would arrive in the mail soon. On XX/XX/XXXX, I received an email stating that my account statement was available and a payment is due. However, to create a login in order to view the account statement I need my full account number from the physical card, which I have not yet received. I tried calling the customer service number, but I was again asked to provide my full account number, which I have not yet received. I also attempted to make a payment, hoping that my payment amount would be above the statement balance, but yet again my attempts were denied due to not having the full account number.
Company Response:
State: MD
Zip: 219XX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened this Comenity XXXX XXXX account on XX/XX/XXXX, before seeing all the disastrous experiences by other customers from https : //www.depositaccounts.com/banks/reviews/comenity-direct.html. I did it through their website and provided the routing number and account number of my XXXX checking account, for the initial deposit of {$15000.00}. By XX/XX/XXXX or XX/XX/XXXX, I had read the reviews and, worried that I too would never get my money out, phoned their only number XXXX and asked to close the account and return the funds back to my XXXX acount. They said that the funds were on hold for 9 days and they would process the request and send them back after. They promised to send an email confirmation, which never arrived. The next day, I got help on the phone ( after confirming my identity ) setting up online access so I could monitor the account. The rep confirmed that they got the request and would return the funds XXXX days after they processed it. In the meantime, I tried to set up my XXXX account as an external account so I could transfer the funds out on my own, if need be. Once I set it up, and received the micro-deposits at XXXX, when I logged back into my Comenity account, the option to verify the external account, or set up an external account, had been removed. I contacted them through their online messaging option ( because they do not have an email address ), and asked how to confirm the external account, and was told " At this time it appears your XXXX permissions have been XXXX, which would be what caused your external transfer options to no longer appear. '' I then tried it from the XXXX side, adding Comenity as an external account, but when I went to check the micro-deposits on Comenity 's site, it didn't display them, which blocked that option. As part of the response on XX/XX/XXXX they said " We currently have an open request to have your account closed with the funds being send to your account ending in XXXX. Do you still wish to have your account closed once your hold expires on XX/XX/XXXX? '' I responded a couple of hours later, confirming that I wanted the account closed, and asking when the funds will be returned. XXXX days later ( on XX/XX/XXXX ), the answer finally came back as " Thank you for providing this information, I have added it to your account for further review. Once your closing request begins processing, it can take XXXX days for the funds to appear in your external account. '' Now, I thought that they'd begin processing on XXXX, when the hold expires, so, on XXXX, I replied with " When is my closing request ( from XX/XX/XXXX ) going to begin processing? '' By XXXX, I reminded them that I was still waiting for an answer. There has been no response. At midnight on XXXX, I started a new message thread on their website, recapping what had happened and asking for an immediate confirmation of when they will process the closure request. That too has never gotten a response. I phoned Comenity Directs only customer service number ( XXXX ) on XXXX @ XXXX PM XXXX, and spoke with XXXX. After confirming my identity, she then asked for more information and then I was disconnected mid-sentence. When I phoned back, I was disconnected twice when I selected the option to speak with an agent. On the third try, I got someone, whom I asked to transfer me to XXXX. When he said he couldn't do it, I asked that she be given my phone number, so she could call me back. After more waiting, and re-confirming my Identity again, he told me that she said that the request to close the account has been submitted, and would be handled in another XXXX business days. When I told him that I had already been told that when I first called in and made the request, on XX/XX/XXXX, and again when I confirmed via bank message on XX/XX/XXXX, he told me that the bank hadn't closed my account because they suspected that the request was fraudulent. At that point I told him that the only fraud that was happening here was Comenity 's. The requests were made only after rigorous verbal account verification, and also through the web site, and I was asking that the funds be returned to the bank account that they were drawn from. How would any would-be fraudster ever profit from that? Furthermore, I had received no notification at all that a suspected fraudulent request had been made, asking me to confirm. This is obviously a stall tactic from the bank and they have no intention of ever returning my funds. That consumer complaint site is full of reports from customers who were told over and over that their requests to return their money would be processed in XXXX days, only to be told later that they thought the request was fraudulent, and then repeating the XXXX day process, without ever transferring the funds. So, this is apparently a tried and true technique for Comenity. I tried XXXX last time, phoning the parent bank, Comenity Capital, at XXXX PM on XXXX, rather than the Comenity XXXX line. I spoke with XXXX, and explained the situation. She told me that she had no ability to work with Comenity XXXX acounts, saying the only thing she could do is transfer me back to the Comentity XXXX number. I am attaching a copy of my Comenity bank statement, verifying the funds I have on deposit. I will also attach a document showing screen shots of the website messaging service because there is no other way to get a written record of communications.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On Monday, XX/XX/2022, XXXX PM ( ET ) I sent a message through the secure message system because I had lost my XXXX XXXX Rewards XXXX. Message read : To : Comenity Bank Subject : Lost or Stolen Cards Message ID : XXXX need to close card and get another ordered I have been making above minimum payments, paying interest and waiting to recieve my card. I finally got ahold of the company to let them know that I still haven't recieved my new card and request another card and they told me that they closed my account per customer request, which was incorrect. I spoke to a regular agent, she told me there was nothing she could do. I requested to speak to a manager, she also told me there was nothing they could do. She apologized and told me it was very clear by the notes on my account that I did not request for my Credit Card Account to be closed, it was obvious that I was reporting my card lost or stolen and I needed a new one. This was a 4 year old good standing account that was a nearly {$9000.00} credit line. This is SO BAD for my credit score and I need something done immediately. By law, there has to be something that I can do. Thank you!
Company Response:
State: MO
Zip: 647XX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: Applied for credit at XXXX XXXX XXXX on XX/XX/2022 was denied credit because they could not see credit information through XXXX.
Company Response:
State: TX
Zip: 767XX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A