Date Received: 2022-02-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I set up automatic payments for my XXXX XXXX Credit Card last year using my credit union account to make the payments. There were NO PROBLEMS until XX/XX/XXXX. I received a message from Comenity Bank indicating that there was a problem with my bank account. To be clear, my credit union account HAS NOT CHANGED nor did I change the payment method for my XXXX XXXX Credit Card. I made the mistake of thinking the issue would be easily resolved by talking to " customer care. '' I spent 15 minutes verifying my information repeatedly, including having to spell my last name 7 times for the " customer care representative. '' That was a lesson in futility, so I began contacting them through their secure messaging center. ( Please see attached correspondence. ) After getting NOWHERE, I went into my XXXXXXXX XXXX Credit Card account, removed the credit union account information and put it back in. The only difference? I added the number 4 at the end of my credit union account as it appears on my checks. I informed Comenity Bank that this may have fixed the problem ( which I did not create, by the way ) only to have been met by another lesson in futility by Comenity Bank 's " Award Winning Customer Care Team. '' So, I filed a complaint with the XXXX XXXX XXXX on XX/XX/XXXX. Comenity Bank sent the XXXX a canned response indicating that they would be launching an investigation and would send a letter to me within 30 days of receiving the complaint. The XXXX closed the complaint on XX/XX/XXXX and I have yet to receive a letter from Comenity Bank. Unfortunately, I do hear from them in the way of harassing phone calls, text messages and Emails, including that they've frozen my XXXX XXXX Credit Card because I haven't paid my credit card bill, their interest charges and their late fees.
Company Response:
State: NY
Zip: 14845
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I received an alert a few months ago on my credit that the credit card was settled when I never agreed to have it settled. And I called back and they reopened the account. It took months for XXXXXXXX XXXX XXXX to remove the settled card on my credit report and just report the open one. I have just received a 1099C for 2021 on the credit card. I paid the credit card in full in XXXX of 2021. There is no further balances on the account. Yet I am being given a 1099C saying they discharged debt that I have paid in full and that they incorrectly marked as settled. They have transferred me around and around. And told me they cant do anything for me anymore.
Company Response:
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Communication tactics
Subissue: Called before 8am or after 9pm
Consumer Complaint: Comenity Bank has called my number numerous of times looking for my son not I and Ive asked them several times to remove my number from their call system I am not a user on that account nor is my phone number on that account at the point its affecting my health and they continue to call harassing me at all hours of the day and night
Company Response:
State: IL
Zip: 62702
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: Comenity Capital Bank XXXX XXXX Has a charge-off listed under my name on my Credit Report and this was reported as Identity theft. I never gave authorization for usage and when me and my seen this error on my report we contacted them to remove/ correct the error. First they told me payments were being made so don't worry about. I told them I don't care if payments are being made It is not my account. This all started around XX/XX/XXXX. Instead they asked me several questions that they did not have answers to on the phone and when I gave it to them they stated that the information that I provided to them they will now use it to indicate I was the user of the account Altough it is a charge off I am a XXXX XXXX Veteran and I take my credit seriously and this company should not be allowed to create undue stress and manipulate consumers. XXXX XXXX- Has a collection on my Report for {$280.00} for XXXX and I have never used XXXX services. I have told them that this is IDentity Fraud and that this should not be reported as my account. XXXX XXXX XXXX is falsely reporting that I had a collection for {$320.00}. I sold my House in KY in XXXX of XXXX and settled my outstanding balance with XXXX XXXX. The reprensentative at XXXX did not change the name or cut off the utility and I had to pay the debt. I paid it but it is appearing on my report as a collection which is NOT accurate. Any assistance will be of great help. Thanks in advance!
Company Response:
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I purchased items from their website. The items werent as described and then they double charged me. I returned everything. They are saying they never received the items and now they said my account is significantly passed due. I never got a bill and they wont credit the account and the bank that has the card account wont help me
Company Response:
State: NY
Zip: 10705
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Collectors from Comenity Bank in Denver and in Ohio have repeatedly called looking for somebody with the same last name. They have been told this is a wrong number, nobody by that name lives here and been asked not to call anymore. The calls persist, even on weekends.
Company Response:
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/XXXX, I purchased a XXXX XXXX sofa. On XX/XX/XXXX, I returned sofa back to the store -- at first I was told that I couldn't return sofa. I then contacted Headquarter regarding the matter explaining the issue and after that XXXX XXXX ( XXXX ) of XXXX, SC manager called me saying that I can return sofa -- which I did. Forever reason, credit was not issued to Comenity Bank ( CB ), and CB is harassing me for payment. I explained to CB that sofa was returned, to get in touch with XXXX. My guess is that CB and XXXX is not communicating with each other. I have received numerous text message, letters, and phone calls -- I asked CB to stop contacting me and to deal with XXXX -- but they are still contacting me. On several occasions I have been in contact with BL 's store manager, who stated to me that he is not obligated to talk with CB. I received a letter dated XX/XX/XXXX, stating to allow 90 days to complete their investigation. All the while I was in touch with CB and XXXX trying to settle this matter. During that time I was also receiving phone calls and text messages to get in touch with them about my past due. I asked them to stop contacting me because I had sent documents showing that sofa was returned. Again, I received a letter dated XX/XX/XXXX stating that according to the return receipt, a credit was issued to me as a " gift '' card, and not to their account. To my understanding I was told that if I wanted to purchase any thing else -- which I said I would not be purchasing anything else because if I had problem with that sofa, it could happen again -- I just don't trust them any more. I repeatedly said to CB and all the customer representatives that I had no intentions on using the XXXX Credit Cart ( not a " Gift '' Card ). On XX/XX/XXXX, I spoked with a XXXX specialist, explained things to him. He advised me to return the XXXX Credit Card back to the store -- which I did that same day -- he also said that if store XXXX did not accept XXXX Credit card, that he would contact the District Manager. I explained to store manager what the specialist had said. I asked him if he needs to know who I spoked with -- he said no. Manager stated to me that he was unable to issue credit back to card, that an error occurred. The same day, XX/XX/XXXX, I call back with no success. The next day, XX/XX/XXXX, I got a different representative, I explained things to her as well. The representative asked me to give her the XXXX Credit Card -- which I did and she stated to me that she would give it to their accounting office and to get back in touch by today, XX/XX/XXXX. I did call and spoked with another saying that the 30 days policy has expired to return sofa. There is no question about date of purchase and date of returned. XXXX knew all of this -- and with their approval, sofa was returned. Now CB and XXXX want me to pay ( {$1000.00} ) for something that I don't have. I don't have that kind of money to pay for something that I no longer. Unable to load documents -- will mail
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I was notified through XXXX that changes had been made to several of my accounts. When I logged into XXXX to view the changes I discovered that three department store credit cards that I had through Comenity Bank , Lane Bryant, XXXX XXXX, and Torrid had been closed unexpectedly. Ive had these cards for 13 years, always paid on time, never late with payments, and saved enough money to pay all three cards off towards the end of XXXX. I havent been using the cards, Ive been making purchases at the stores using cash because I was working on reducing my credit card debt as Im in the process of reducing debt for another home purchase. It brought me to tears to see that my credit score dropped by XXXX points due to Comenity closing all three of my accounts. Despite me being a long time, paying as agreed customer, they chose to close my accounts without warning or notification. I called Comenity and spoke to XXXX who first advised that I should have received a warning that my account was going to close due to inactivity but when he searched the records he didnt see where any letters were sent to me. My email, address, phone number were all correct and up to date. XXXX escalated to a Manager or 2nd voice who advised him that a warning was sent to me then later came back and said that only California residents receive warnings, all other states do not. I requested reactivation but I was advised that couldnt be done, I would have to reapply. So the companys actions of closing my account already resulted in a XXXX pt reduction in my credit score and now they want me to take another hit by applying for new credit- that doesnt make sense to me. I think its unfair and deceptive to take a good customer and penalize them without notice. Had I been notified I would have used the cards to prevent deactivation since they are saying it was closed due to inactivity. The actions of this company should be investigated to ensure they are not targeting specific demographic classes and causing credit harm.
Company Response:
State: VA
Zip: 23321
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Paid balance owed as of XXXX XXXX and tried to close the account. Incurred an interest charge on XX/XX/2021 billing cycle as normal, on top of a late fee. This went unnoticed by me for a month since I thought the account was closed. XXXX XXXX delinquent account reported negatively affecting my credit. Have email from XX/XX/2021 stating account was closed. Total email count from bank saying account is XXXX balance and closed is XXXX. These people are going to try every month to charge interest and late fees on XXXX balance and a closed account until forever.
Company Response:
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Submitted a check for {$6800.00} on the XXXX. This company reports they have not received the check, The check was issued from the bank from a mortgage equity cash out. The company wont return calls or emails and the bank is reporting the check was processed.
Company Response:
State: NV
Zip: 89506
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A