Date Received: 2022-02-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: To, Bureau of Consumer Financial Protection, Hi Bureau, Wanted to bring to you attention, a credit denied after applying for XXXX Credit card with Comenity Bank .They cited reason as Based on previous Negative experience with Comenity Bank are unable to process.. Previously around 3 years ago also Comenity bank closed by XXXX Credit card suddenly citing number of enquiries are high, even though my credit was initially approved and there were no other issues. My credit score is above XXXX on both the times. Also, credit history has been more than XXXX consistently over the years. Attached Documentation for both the cases. Can you please suggest your recommendation? Regards, XXXX XXXX
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I had opened an account with XXXX XXXX to purchase a bicycle on a 0 % 12- month financing plan. That was fine until the card company owner - Comenity - ended the XXXX program ( or it was sold to Comenity ), while I still had a remaining balance ; effective XX/XX/XXXX. I have not used the card for ANY purchases since Comenity took over. My original 12-month 0 % XXXX plan lasts until this coming XXXX, XXXX. To date, Comenity had honored the no-interest payment plan. They did, however, charge me a {$40.00} late fee at least once when I had paid the bill/got it in the mail in what should have been plenty of time. The runaround I got from them when I tried to complain ( to a call center staffed with scripted people for whom English is not the first language/it 's XXXX ) suggested I would have had to have paid the bill the moment it arrived, their lack of grace period/suggested mail-ahead time was so extreme. Because of my disgust at this, I paid the entire balance off last month, a matter of about {$340.00}. I just got my latest statement, which shows it was paid off, but carries a {XXXX} balance. The date of payoff, in full/total balance, is listed as XXXX XX/XX/XXXX, on their printed statement ( see attached photos ). The date they charged a {XXXX} fee, listed as a " Minimum Interest Charge '' was XXXX XX/XX/XXXX. Again, printed on the statement. I have never made a single purchase that was supposed to be subject to interest- all were made under the XXXX XXXX/prior to the change to Comenity. I attempted contacting them again and got a ridiculous/gibberish runaround from the again non-native-speaker with a zombie script, making inane references to revolving credit statements back in XX/XX/XXXX ( when the plan was still 0 % XXXX .... ). I hung up in frustrated disgust. I'm now paying them their {XXXX} and am going to attempt to close the account ( wish me luck ). I just think Comenity Bank XXXX XXXX, Ohio/ XXXX XXXX XXXX XXXX Texas needs to be on your radar : this is the WORST 'gotcha ' behavior I have ever seen from a credit card - it's just a scam, basically, and I want out. I don't trust these people at all and have no interest in using their card or being their customer. It's not worth my time ( billable hours of my own ) to knock my head against the brick wall of their horrible customer service over {XXXX}, but it would be good if your watchdogs had a look at these people. I think they're in the game of bilking consumers. I'm a guy with a XXXX XXXX/not at all illiterate financially or literally, nor naive, but I really worry what these folks could do with behavior like this to people running serious balances with less fiscal knowledge.
Company Response:
State: RI
Zip: 02908
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I used this card and made an on-time payment for the full balance. After making the payment I tried to use the card again but my 'available credit ' wasn't actually available. The customer agent said I had to wait 7 days after my payment before the available credit became available again. I had a pressing business purchase that I really wanted on this card because of how much it saved me and asked the agent if there was any way to make the process faster. He said to send proof of the payment clearing my bank account to the their secure messaging center and it would reach a group above him that could probably make it available sooner. So I did that and that's where the problem really started. Not only did they not make my available credit available sooner, but they didn't bother to even reply to my message. Instead, they locked my account from being used at all and didn't even tell me. After 7 days passed, then 8, then 9 I finally called them about not being able to use the card still and found out they wanted me to prove who I was before they would let me use it again. This proof involved copies of bills, license, and social security card and would take up to 30 days! I said how about a passport instead of a social security card... nope. I haven't seen my social security card in 20 years. I would have to get a new one and who knows how long that takes. Despite on-time payment, despite excellent credit rating, despite assurances by an agent, despite bank proof that my payment cleared, they nevertheless decided to treat me like a criminal. I was fed up and decided I wanted to close the account... but they wouldn't let me!!! Unreal. Worst treatment I've ever gotten from a card company.
Company Response:
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: ( Please see attachments for formatted version of this description ) -- -- -On XX/XX/XXXX I was notified by my parents that they had received a credit card ( Forever 21 card issued by Comenity Capital bank ) at their address in my name, which also came with a first bill with charges totaling {$490.00} made on XX/XX/XXXX and XX/XX/XXXX at the Forever 21 shop in XXXX XXXX XXXX IL XXXX The statement closing date was XX/XX/XXXX with payment due data of XX/XX/XXXX. I was not aware of this card nor did I make the charges. I live and work in the XXXX since XXXX where I also have a family and own a house. I was not present in the US at the time this card was opened or when the charges were made. I immediately contacted Comenity Bank on XX/XX/XXXX and informed them that I did not open this card and that I dont live at that address and was not present in the US when these charges were made, and that I had been the victim of identity fraud. I wanted the account and liability immediately removed from my name. The representative on the phone said this appeared to be a clear case of fraud and the account would be removed from my name and transferred to their fraud department for further handling. I was led to believe that no further action was needed from me. Meanwhile I also contacted XXXX and put a hold on my credit and a fraud alert and opened a dispute against the fraudulent card. Through XXXX I discovered that the person who stole my identity and opened this card fraudulently used an old phone number for me ( which has not been in service for some years ). The address as well is that of my parents instead of my current address. On XXXX XXXX I filed my first complaint with the CFPB and on XXXX XXXX with the local police department where the fraudulent charges were made ( XXXX XXXX, IL ). Recently, on XX/XX/XXXX I have also filed a report of Identity Theft with the FTC. Through my earlier CFPB complaint I received the finding from Comenity that Our Account Protection ( Fraud ) team completed the fraud investigation and found no basis to support the fraud claim. As of the date of this letter, the balance on the account is {$490.00}. You are responsible for this balance. We reviewed the applicable telephone calls. We werent able to locate any instances where our representative agreed the account was fraudulent and/or advised the account would be removed from your credit file. I categorically and fully contest every part of the companys response to my complaint and it is clear they have not given this a conscientious or thorough review. They have apparently not taken into account that I do not live in the US nor was present when this credit card was opened and used in a physical store location, as I reported in my first and only conversation with Comenity on XX/XX/XXXX. They did not, and still have not provided me with clear or correct information regarding the process ( like the fact that apparently there is a full burden of proof is on me ), that I needed to prompt further investigation, or that I needed to supply specific evidence. Moreover, their fraud line representative misled me into believing this was going to be handled as a fraudulent account without further action needed from me ( though they apparently do not find in the call recordings that this conversation took place, though I only spoke to one representative by the time I filed the CFPB report ). They have not provided me with complete info about the account and opening of the card that I can contest with evidence, for example precisely when/where the card was opened. Based on the statement dates and activity I assume this was opened at the Forever 21 shop in XXXX XXXX, IL at some time in XX/XX/XXXX, and therefore the evidence I supply here is based on that assumption and the two known transaction dates of XXXX XXXX XXXX at the physical Forever 21 shop in XXXX XXXX XXXX IL. I insist that Comenity now once and for all and completely remove this account and liability from my name and credit report. To support this I provide additional evidence here, specifically around the fact that I live in the XXXX, not at the address used to fraudulently open the card, and I was not physically present in the US at the time the card was opened and charges made at a physical store location in IL. If this is not sufficient for Comenity I ask them to inform me specifically what evidence they are expecting from me. I attached the following information in support of my request, and can submit additional pieces of evidence if Comenity provides me more information about how/where/when the card was initially opened or informs me of what specific pieces of evidence they are looking for. - a copy of my full passport showing that I was only present in the US in 2021 from XX/XX/XXXX through XX/XX/XXXX ( in two parts to keep to under the 10MB limit ) -corresponding copies of boarding passes for those flights -a copy of my XXXX ( XXXX ) residency permit, showing that I am a resident here -a copy of my XXXX ( XXXX ) drivers license -a copy of my local XXXX insurance policies via my bank here, XXXX XXXX, including the XXXX XXXX '' or personal liability insurance showing it is active since I moved to the XXXX in XXXX and showing my current address in The XXXX -A copy of my official US economic stimulus payments to me at my current address in The XXXX, proving that this is the address I use for filing my US taxes and is formally recognized by the US. -A copy of a dental bill to me at my current address in the XXXX showing that I was present in the XXXX during XX/XX/XXXX. -A copy of my local tax bill showing that I am the owner of the house in The XXXX in XXXX -A copy of the first page of the transfer of the deed to the house in the XXXX in XXXX, proving that I own this house since XXXX -A ( partially redacted ) copy of my payslip from XX/XX/XXXX showing that I am employed locally in the XXXX with this company since XXXX, and showing my current address in the XXXX. -A copy of the police report I filed with the XXXX XXXX Police Dept in XX/XX/XXXX -A copy of my FTC Identity Theft report Note : Throughout the entire process it has been nearly impossible to file complaints or get my credit information as I am blocked from all credit bureaus when trying to access their sites from a non-US IP address, most activities require setting up an account with a US phone number for receiving activation or authentication codes. For example, filing the police report was difficult because the normal process is to have an officer call you back when they are available to take down the report but they can only call US phone numbers. And the police report needs a local US address and US phone number. Even the FTC site is essentially impossible to use from a non-US IP address, does not accept international phone numbers. Filing this report took me an extra month to do than should have been needed and I needed to have a family member go through the online process locally in the US and file on my behalf. Issues like these are the reason for delays on my side.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have an account with Comenity Bank for a credit card at a chain store. I am a little past due with my payment and today I have received XXXX calls from them so far today. First call at XXXX second call at XXXX third call at XXXX fourth call at XXXX fifth call at XXXX. This is sheer harassment. I have answered their call and told them this was not a good time for me and I am being bombarded with phone calls.
Company Response:
State: NY
Zip: 128XX
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I received notification in XXXX of XXXX that the debt was no longer owed due to the absuive tactics that the XXXX companies I will list below attempted in hopes of receiving money. In XXXX of XXXX the XXXX account was closed. Amount was decreased by {$980.00} XXXX then started receiving multiple calls per day before and after the XXXX and XXXX limit, threatening legal action from Comenity Bank Collectors. I submitted a claim last year against this agency and my disputed information was found accurate. In XX/XX/XXXX, the account was closed and the debt was removed from my report. In XX/XX/XXXX Comenity Bank sold the account to XXXX XXXX XXXX, I have received multiple phone calls again, tried to contact the number on the paper multiple times to ask why this debt is again being reported on my credit report. Now it has lowered my credit score and now there is a {$1000.00} amount on my report. I do not owe this debt, I have been harassed for over two years. I thought I had this taken care of with my previous dispute and accurate conclusion to that.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Victoria Secret Credit card, decreased my {$1000.00} credit limit to {$100.00} after I paid it off and did not use the card for a couple of months. When I went to use it for XXXX gifts for my 3 daughters, is when I discovered they had lowered my credit limit.
Company Response:
State: OH
Zip: 43230
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have 2 different store credit cards with same bank, Comenity Capital Bank. For both store credit cards, every month when I log on to make a payment, their online sites will not allow me into my accounts. It locks me out of my account. It also will not let me pay my whole balance off. I have screenshots of this. This company harrasses me with non stop phone calls all day!! I just want to pay off my balance and close the accounts. I have no problems with any of my other credit card companies or store credit cards. This bank is beyond shady.
Company Response:
State: KY
Zip: 42420
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Been a constant this has been a constant problem since the beginning of XXXX but started near the third quarter of XX/XX/XXXX. Someone made a fraudulent transaction through vendor using my bank account number which I immediately reported to citizens Bank. They were supposed only place a temporary block on vendor XXXX transactions but that was supposed to be at. Since I use vendor frequently, I called to clarify that I don't want it permanently blocked and I requested that they remove the block. That was actually done. Since I am a XXXX veteran, I get paid by the VA on the first of every month. I usually pay all my bills on the first of the month or shortly after. When I paid all my bills on XX/XX/XXXX, everything seemed fine. I've always only had one checking account since XXXX. Then I started to get return payments from every financial institution idea within every company that I pay a bill to. The specifically regards transactions or bill payments made using my ACH number. Every company of course blacklisted my bank account ending in XXXX. XXXX Bank was or the computer system was telling all of these different institutions that my checking account was a nontransaction loan account. That wouldn't make any sense since I have all me always paid all these bills with XXXX checking account ending in XXXX. I called and I explained that logic to all these different financial institutions and all of them eventually re-enabled the checking account ending in XXXX. I actually received a letter from the chairman of XXXX Bank and also a head bank branch manager explaining that it was a fault of an employee on their end. I have a BJ 's credit card administered by commenity bank. They were the only institution that required me to jump through hoops and get all these bank letterhead statements to reenable that account. I have submitted both letters five times and the account ending in XXXX is still blocked. I've spent over XXXX hours dealing with their bank customer service between chat, secure messaging, and phone support. I have fulfilled each and every obligation I had to this bank and jumped through every hoop. Their banking system is utterly incompetent as are there customer service representatives. I have letters from them stating that I will not be charged, reported as delinquent, or have to make payments until all of this is fixed. At least twice a month, I have to both call this bank and talk to them on secure messaging. They are breaking every obligation they have to me and this is gone on for far too long. I need help because they are way out of line. I have all these dates and records to reflect what I'm saying is true. I have no way to attach it to this report.
Company Response:
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are accounts opened in my name that I never opened or authorized.
Company Response:
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A