Date Received: 2022-03-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/XXXX and XXXX, XXXX I bought two CD 's from the online bank " Comenity XXXX. '' I decided to close the 1-year at maturity, XX/XX/XXXX and close the 2-year at the same time even though I was to loose {$4.00} and some cents for early closure. I did so because their interest rates were below market rates elsewhere. The process for the 1-year went smoothly. I have received nothing from my 2-year CD despite claims that the money is no longer in my account and has been sent to my bank 's checking account. I have checked with my bank on several occasions and they have received nothing. Despite promises that a supervisor would get back to me, this never happened. Each time I emailed or called, I received a different response. Account numbers were mixed up depending on who you talked to. Time and again, I got the same message, " We'll get back to you in three to five business days. '' On one occasions, I spoke to XXXX, who seemed to understand my problem. I was wrong. Another time, " XXXX '' hung up on me ( XX/XX/XXXX ). Another strange thing is that there is a record in my account of the 1-year CD, but nothing relating to the existence of the 2-year. Thankfully, I have documentation. After reaching out to the SEC, they gave me your information and said to reach out. As a XXXX XXXX XXXX I am at my wits end. I need my money. Please help! This is the first response : Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. We have received your request for additional information regarding Cd XXXX. This CD was closed on XX/XX/XXXX. Please let me know if you have any additional questions or if I can be of any further assistance. XXXX XXXX PM This response shows confusion as this is the wrong one for early closure : Friday, XX/XX/XXXX XXXX joined this conversation XXXX - XXXX, MO Product Support Operations XXXX l Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. Your request to close Cd XXXX prior to maturity is currently in process. Please advise if the funds may be returned to original funding account xxxxx. Please let me know if you have any additional questions or if I can be of any further assistance. XXXX XXXX XXXX Another : XX/XX/XXXX Hello, Yes I requested that the account be closed and that the funds be transferred to xxxx or xxxx as indicated in your prior message. Please confirm which account the funds were transferred to. Thank you for your patience in this matter. XXXX PM Thank you for your message. One of our customer care representatives will respond to your inquiry within the next three to five business days. If you need more immediate assistance please call us at : XXXX. Auto reply - XXXX XXXX Another : XX/XX/XXXX XXXX joined this conversation XXXX - XXXX MO Product Support Operations XXXX Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. Your request to close Cd XXXX prior to maturity is currently in process. Please advise if the funds may be returned to original funding account xxxx. ( This is the 1-year that was closed at maturity! ) Please let me know if you have any additional questions or if I can be of any further assistance. XXXX XXXX PM Friday, XX/XX/XXXX XXXX joined this conversation XXXX - XXXX, MO Product Support Operations Specialist l Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. Your request to close Cd XXXX prior to maturity is currently in process. ( Wrong account again ). Please advise if the funds may be returned to original funding account xxxx. Please let me know if you have any additional questions or if I can be of any further assistance. XXXX XXXX XXXX Wednesday, XX/XX/XXXX Hello, ( Me ) Yes I requested that the account be closed and that the funds be transferred to XXXX or XXXX as indicated in your prior message. Please confirm which account the funds were transferred to. Thank you for your patience in this matter. XXXX PM Thank you for your message. One of our customer care representatives will respond to your inquiry within the next three to five business days. If you need more immediate assistance please call us at : XXXX. Auto reply - XXXX XXXX Thursday, XX/XX/XXXX XXXX joined this conversation XXXX XXXX XXXX XXXX, Kansas Consumer Deposit Specialist Dear XXXX, Your request to close your CD has been completed. The funds were returned to your linked external account xxxx. Please let me know if you have any additional questions or if I can be of any further assistance. XXXX XXXX XXXX ( Me ) Thank you for the update. To date, these funds have not appeared in my account. The {$1500.00} deposit cleared on XXXX. The {$2000.00} deposit has yet to show. Hopefully this will process soon. Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. I reviewed your account and can confirm that your CD XXXX was closed on XX/XX/XXXX and the funds are being sent to your verified external account. It can take 3-5 business days for you to receive the funds in the external account. Please let me know if you have any additional questions or if I can be of any further assistance. XXXX XXXX XXXX Will do. Thank you. XXXX XXXX XXXX joined this conversation XXXX XXXX XXXX, Texas Consumer Deposit Specialist Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. Please let me know if you have any additional questions or if I can be of any further assistance. XXXX XXXX XXXX Friday, XX/XX/XXXX XXXX joined this conversation XXXX - XXXX, Mo Product Support Operations Specialist Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. Upon review of your account and recent dispute we have noted the below. CD XXXX was closed out on XXXX. ( Prior response said XX/XX/XXXX ) The funds were sent back to the funding account ending in xxxx. We have had no returns. Item has been added to the dispute log. Please advise if/when funds have been deposited in the account ending in xxxx. We will watch for your response. Please let me know if you have any additional questions or if I can be of any further assistance. XXXX XXXX XXXX ( Me ) Was this in the amount of $ 2,000+ or {$1500.00}. I believe you are mixing up the account numbers. # XXXX was closed and sent to account XXXX when it matured. Nothing else from you has been sent to my bank. I am looking for my $ 2,000+ dollars that Ive been told was sent to xxxx. Each message from you gives me a different answer. I am still awaiting a call from a superviser that I requested an hour ago. XXXX XXXX XXXX joined this conversation XXXX - XXXX MO Customer service Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. Thank you for the correction to the account # you are requesting about. We apologize for the delay about the # XXXX request. ( Again, wrong account -- this has been closed and monies received! ) We are sending this dispute to the next level of support and you will hear back in the next 3 to 5 Business days on this secure thread. Please let me know if you have any additional questions or if I can be of any further assistance. ( edited ) XXXX XXXX XXXX ( Me ) I have been dealing with this for over two weeks and there is always another 3 to 5 days. I am going to reach out to the Attorney General. XXXX XXXX Monday, XX/XX/XXXX XXXX joined this conversation XXXX - XXXX Deposit Operations Specialist Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. We are currently researching these transactions and will reach out to you once we have additional information. We do apologize for this inconvenience. Please let me know if you have any additional questions or if I can be of any further assistance. XXXX XXXX XXXX I have heard nothing since>
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I unexpectedly worked late on XX/XX/2021 ; as a healthcare professional during these trying times this had become the new normal. I tried to pay my bill on line at work but had trouble signing on to the website. As mentioned above, I did not expect to work late that day but it turned out to be very busy with the increase in COVID patients that I could not leave on time. As soon as I got home, I went to pay my XXXX bill ( Comenity Bank ) on line. When I tried to pay the full balance on the computer upon my return from work that day, it jumped to the next day and the computer would not take my same day payment even though it was the same day ; XXXX to be exact. I proceeded to pay the balance in full and followed up with a telephone call asking if I could get the {$29.00} late fee waived. Customer service responded that the late payment can not be waived. I then asked to speak with a Manager ; the Manager told me that they had no authority to override this late payment fee. I found this odd that a Manager could not assist me and had no authority to reverse a late payment charge that is unjustified. In all my experience with credit card companies, I have never seen such resistance to accommodating its customers and thinking outside the box. I have never been late with any XXXX payments ; and when I mentioned this, they did not seem to care and would not extend me the courtesy that I feel I so deserved. I can now see why XXXX terminated their contract with Comenity Bank. If you check my bill, I paid the balance in full that day ; my {$29.00} late fee has now turned into {$140.00} ; this is a summation of all late fees they kept adding on the a zero balance. I feel this is totally unjust as I initially explained to the agent that I had all intentions of paying this bill in full but had trouble signing on to the Comenity Bank website. If you check my credit report, you can see that this is the only one derogatory mark on my credit report and my payment history has always been excellent. I hope you can understand my position and look forward to your response.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/2022 and XX/XX/2022 I wrote to The XXXX, XXXX requesting that they validate an alleged debt they claimed is owed to them by me. In my letter I requested that they provide specific documentation of validation as pursuant 15 USC 1692g ( b ). However, they failed to address my very specific legal requests, and have continued to unlawfully report this purported debt in violation of my right to privacy and the cease and desist requests, submitted in my previous communications, as defined under the FDCPA. The instruments they provided did not validate their proof of claim as it did not include evidence of any legal instruments bearing my my signature or their lawful right to collect on this alleged debt ; nor did it contain the accounting ledger in accordance with 15 USC 44 that illustrates the amount they purchased this alleged debt for and the correct amount allegedly due. Under the FDCPA it is unfair or unconscionable to attempt to collect an alleged debt in any amount that is not expressly authorized by an agreement creating the debt or permitted by law. Their negligence and unlawful reporting of this alleged debt is causing me unwarranted stress and frustration, damaging my reputation and credit worthiness, and affecting my mode of living.
Company Response:
State: IL
Zip: 60443
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/XXXX, I paid off my entire credit card balance. This was XXXX day before the due date. XX/XX/XXXX is the due date for the balance. On XX/XX/XXXX, Comenity Bank charged me {$19.00} for a finance charge. I don't think this makes sense because I had already paid my entire balance on XX/XX/XXXX. How can they charge me interest on a {$0.00} balance?
Company Response:
State: NJ
Zip: 08520
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: We opened a XXXX Credit Card in early XXXX at a retail store. XX/XX/XXXX, we were informed the account was past due. We called in and discovered the employee in the retail store entered our address into the system incorrectly causing us to never get the card or bills. We called the support number, got a XXXX late fee removed from the account, paid XXXX and were told the account was now up to date. We were also told that they had fixed the errors on our address and would be sending us a new card and bill so we could access the account via online services to verify balance, address etc. Unfortunately no card arrived, no bill arrived. Our next contact was XX/XX/XXXX when we called in after getting a notification via SMS that the account was again past due. We called in, frustrated and wanting to be done with it. We talked to another agent, were informed our address was incorrect in the system ( was missing part of the street name ) and the agent had fixed our address, issued a new card, and would reverse one late fee. After the reversal we owed {$XXXX} and agreed to paid the {$XXXX} left to bring our account to zero and no longer get harassed by ComenityXXXX about late fees and overdue balances. On XX/XX/XXXX we got another notification that our account was past due with a large balance needing to be paid. We called again, spoke to an agent named XXXX and were told that they were able to locate the issue with the account. Even though we called and talked to someone XX/XX/XXXX, the agent did not post the fee reversal until the following bill cycle, causing our account to not be at a zero balance as the agent had stated. Along with that, our address was never correct in the system, causing us to not get the bills or card required to set up an online account and see balances, etc. After being on the phone with XXXX for over an hour, we were able to get confirmation that we would get our bill, a card to set up online account access, and that the account was now at a zero balance with all fees reversed. XXXX was very helpful and provided detailed notes about the account late fee removal being applied incorrectly and worked hard to help us get our account fixed. XXXX was kind enough to tell us that the internal system showed the bills, cards, etc were being returned as address incorrect from USPS, but for some reason the credit provider did not call the number on file they called when the account was past due to rectify the address situation. In early XXXX we got our first bill and our new card! Unfortunately, our account statement shows none of the balance adjustments XXXX said would be applied got applied. We reached out via the online message system on XX/XX/XXXX as all forms of phone based communication seem to result in actions being performed incorrectly. We recieved a respone on XX/XX/XXXX from XXXX informing us that they will not be assisting us with fixing or reviewing our account and we must pay the additional late fees charged due to customer service representatives inability to process payment correctly. They are unwilling to help us resolve this issue.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX/XXXX XXXX 1 late payment $XXXX Balance updatedXX/XX/XXXXXX/XX/XXXX Account number XXXX Account status Open Date opened XX/XX/XXXX XXXX XXXX XXXX XXXX, OH XXXX
Company Response:
State: CA
Zip: 90278
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XX/XX/XXXX : A final payment of {$28.00} was sent to XXXX XXXX. XX/XX/XXXX : XXXX received the check BACK FROM XXXX XXXX! XX/XX/XXXX : Another payment of {$28.00} was sent to XXXX XXXXXXXX XXXX XXXX XXXX to XXXX XXXX, to ensure the payment was received and not returned. - I have copies of my XXXX Statements verifying all transactions. - I have a new statement from XXXX XXXX indicating I have a {$28.00} credit. NOTE : I KNEW sending a check to XXXX XXXX was a viable solution because during an earlier phone call with XXXX XXXX in which I tried to tell them I had sent them the {$28.00} payment, the representative actually looked at the Woman Within account to see if it had been credited to that account. It had not at that time ; so I resent the payment on XX/XX/XXXX. My credit report has been affected due to their error. The incessant phone calls for {$28.00} from Commenity Bank is ludicrous and verges on harassment.
Company Response:
State: NY
Zip: 11372
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Comenity Bank delays processing of payments to facilitate charges of interest and late fees. I always pay my outstanding balance as soon as the statement arrives. One month I made two large purchases and had a balance in excess of {$10000.00}. I made certain the payment went out the day after the statement arrived. Eighteen days later no payment was posted to the account and the check had not cleared my bank. I messaged Comenity that the check must be lost or stolen and I was stopping payment. The next day Comenity posted the payment and attempted to process the check, but the stop payment had already taken effect. It is highly unlikely a payment could be lost in the US postal system for two weeks and ever arrive. It is even more unlikely that a payment could be lost in the US postal system for two weeks and arrive the very same day as a message stating that a stop payment order had been placed on the check. Comenity denied a request to reverse either the interst or the late fee. Copy of messages exchange with Comenity attached
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I received a statement in the mail from the Children 's Place about XX/XX/XXXX or XX/XX/XXXX with a charge of {$990.00} on an account I never opened. XXXX is working on the issue but requested I file a complaint. My local police would not let me file an incident report. This was the next step.
Company Response:
State: TX
Zip: 76012
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: 2022-03-16
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I tried twice in the last couple weeks to open an online savings account with Comenity XXXX-Comenity XXXX is a brand of Comenity Capital Bank , Member FDIC. All deposit products are provided by Comenity Capital Bank, a Utah state bank. I have spoken with numerous customer service reps since trying to open the account and no one can give me a reason for the denial. I have no credit issues and according to the law they have to give me a reason if they're going to reject my request to open a savings account. Because of an identity theft issue about seven or eight years ago, I had my credit frozen at the three credit reporting agencies and left it that way but I've opened numerous accounts since then while my credit has remained frozen and have never run into this problem. my FICO score is somewhere around XXXX to XXXX.
Company Response:
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A