Date Received: 2022-01-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: When the pandemic first happened I contacted The Avenue credit card and Torrid 's credit card credit protection company Account Assure to notify them that I was laid off from my former employer due to Covid-19. I sent in my lay off letter from my employer which clearly outlined that I was laid off due to CV-19 and to file for unemployment benefits that would not be contested due to the pandemic. I also contacted The Avenue and Torrid to let them know that I was laid off due to CV-19 and requested my payments to be placed on hold until I received the approval from XXXX XXXX I was told by the CSR that my accounts would be put on hold for 2 months with no payments due because of the high volume of requests that XXXX XXXX was experiencing because of CV-19. In XXXX of 2020 I received a letter from Assure Assure stating that my payments would not be covered due to my former employer using the word furlough and lay-off interchangeably throughout the letter. XXXX XXXXXXXX stated that I was not experiencing a financial hardship due to my employer listing that I was furloughed in the letter. I explained to the representative that a furlough and a lay-off is the same exact thing by definition. I was told that the insurance coverage that I paid monthly for would not cover my payments. By this time I had missed payments on both of my accounts which are through Commenity Bank because the CSR I previously spoke with works for both The Avenue & Torrid never placed my accounts in a hold status. Due to the CSR not placing my accounts on hold ; Account Assure not covering my monthly payments and I had not received my unemployment benefits yet I have XXXX & 60 day late payments being reported on my credit report for my Torrid & The Avenue accounts. I also spoke with a supervisor at The Avenue & Torrid call center in the fall of 2020 after disputing the late payments with all 3 major credit bureas and was told to submit all documentation online. The supervisor stated my payments should have been covered by XXXX XXXXXXXX and the late payments would be removed. I submitted all documentation online as requested and the late payments were never removed from my credit reports. Instead I received a letter in the mail from both accounts stating that they have to report my payment history accurately to the credit bureaus and the late payments being reported would not be removed. Which is contradictory to what I was told by the supervisor I spoke with over the phone.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-15
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Logged into Comenity Bank 's online profile on XX/XX/XXXX to request payoff of balance on educational loan. System generated the payoff with the good through date. I did not take a photo of the screen when the data loaded because I had already received the email notifications of me adding in my bank account, submitting the payoff payment. The account was fully credited on XX/XX/XXXX with the payoff in full payment. Balance updated to {$0.00}. New finance charges were charged on XX/XX/XXXX which were after the paid in full payment and zero balance and billing statement closed date. It is beyond extremely difficult to get a representative on the phone, much less one that can truly understand and communicate effectively. They do not listen to what you are asking of them. I have recorded conversations of my calls with proof of a representative laughing at me when asked for them to credit their fraudulent charges and transfer me to a Supervisor. This company engages in underhanded and deceptive tactics with consumers.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On or about XX/XX/XXXX, I applied for a card at XXXX XXXX and received approval for a XXXX managed by Comenity with a credit limit of {$7100.00}. I tried to use the card at XXXX XXXX on XX/XX/XXXX for {$130.00} and it was declined. The clerk tried another method and on the payment screen, I saw " Available Credit {$0.00}. '' I immediately called the number on the back of the card XXXX and got an automated system which explained that my account was closed and then hung up. At no time was I prompted to speak with a live agent ; that wasn't even an option on the recording. I was very confused. I went to the online secure message feature for the account and the exchange was as follows : XX/XX/XXXX - ME : I've been trying to contact someone to tell me why my account has been closed! I tried to use the card, which had never been used, in the store and it was declined. When I called the number on the back of the card, I got a recording that informed me the account was closed and then it just rudely hangs up. I haven't been able to speak to a representative. Please explain this! XX/XX/XXXX - COMENITY REP : I'm with Comenity Capital Bank, which handles your XXXX account. This card is issued by Comenity Capital Bank pursuant to a license by XXXX XXXX XXXX, and XXXX is a registered trademark of XXXX XXXX XXXX. I'm here to help with your account needs. Thank you for taking the time to provide your feedback. Your thoughts are important to us, and we'll use your feedback to help provide the best customer service possible. Please accept our apologies for any inconvenience you've experienced. I understand. Learning that your account has been closed can take you by surprise and create confusion. Taking a look at your account, I see it's associated with what Comenity [ Capital ] Bank considers to be a risky financial history. That's why any accounts you have with our bank have been permanently closed. I apologize for your frustration and any inconvenience this may cause. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team XX/XX/XXXX - ME : Risky? How? I have another Comenity card ( which, to my knowledge, remains open and active ) and my payment history is impeccable. My credit score is in the mid XXXX and has been for quite some time. So please elaborate on what you mean by " risky financial history. '' XX/XX/XXXX - COMENITY BANK REP : I'm with Comenity Capital Bank, which handles your XXXX account. This card is issued by Comenity Capital Bank pursuant to a license by XXXX XXXX XXXX, and XXXX is a registered trademark of XXXX XXXX XXXX. I'm here to help with your account needs. I apologize for the inconvenience that has caused. Please be informed that your account was closed due to number of recent inquiries on your credit report. A letter was issued to your mailing address on XX/XX/XXXX providing additional details of the account closure. You may review this letter for your reference. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team XX/XX/XXXX - ME : Thanks for your reply. Please pass along to whomever needs to know this : That is very poor policy! You all make an inquiry on my credit, issue me an account, then subsequently close the account because there are too many inquiries? There were as many inquiries on my credit when the account was issued as when it was closed ; so why even issue me an account in the first place? Again, very poor policy! You guys have left a sour taste in my mouth when it comes to Comenity Bank. XX/XX/XXXX - COMENITY BANK REP - I'm with Comenity Capital Bank, which handles your XXXX account. This card is issued by Comenity Capital Bank pursuant to a license by XXXX XXXX XXXX, and XXXX is a registered trademark of XXXX XXXX XXXX. I'm here to help with your account needs. Thank you for taking the time to provide your feedback. Your thoughts are important to us, and we'll use your feedback to help provide the best customer service possible. Please accept our apologies for any inconvenience you've experienced. If you have any questions, please click the reply button. Sincerely, XXXX XXXX Customer Care Team My issues/grievances are as follows : XXXX. ) I never received this alleged letter telling me my account was closed ; only one apologizing that they couldn't get me a lower rate at this time, which I never requested. XXXX. ) As stated above, I now have an extra inquiry on my credit, one that will remain until XX/XX/XXXX if I'm not mistaken, and with nothing to show for it. To piggyback on that grievance and also as I stated above, Comenity closed the account with the same number of inquiries as when they approved it so why even issue an account in the first place?
Company Response:
State: GA
Zip: 30344
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I took advantage of offer of deferred interest from XXXX when purchasing a product, they had a store credit card at time with Comenity Bank. I returned many products, XXXX informed me in writing that they had " credited my account '' yet they failed to issue the credit to my comenity bank card, my ONLY account with them. Now they are saying that I had huge credit with MY ACCOUNT, but only one I could access or knew about was my Comenity acct. The two companies have stopped working together, and when Comenity did not see my credit, timely, they put all interest, finance charges and late fees back to balance on my card. XXXX claims it is too late to fix their mistake for not issuing credit to acct when it was issued, but timing is everything with deferred interest! They still owe me money, to this date, I told them to issue me refund and I will use that refund money to pay the interest and penalty charges with Comenity, even though those funds really belong to me, yet XXXX refuses, saying they will only offer me more merchandise for what is owed! So, Comenity is charging me over {$1400.00} in deferred interest, finance, late fees that I should not owe, save for the XXXX error, they are ruining my credit by reporting me late each month, for not paying this money they are extorting, and XXXX admits to mistake, but refusing to do anything to inform Comenity I should not have to pay deferred interest, they refuse to refund me more monies they still owe me, and my XXXX XXXX is now ruined ( XXXX ) due to each month this outrageous amount of fees and interest is being reported as late payments! Comenity refuses to acknowledge problem and just tells me to pay or they continue ruining my credit! .In XX/XX/2020 XXXX recognized another mistake they had made charging my Comenity account for something I had paid for using credits, and they sent the credit to Comenity 3 months following their breakup, but now that I need them to do the same, they refuse saying they can't issue credit now that they don't work together any longer. XXXX should be charged with a crime for doing things like this, comenity Bank is just taking advantage of me like a " gotcha '' and I am left paying a huge price for doing business with both of these companies!
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX a check was mailed to Comenity Bank XXXX XXXXXXXX XXXX XXXX for {$1900.00} through my refi on my home by the escrow title company. The title company accidentally referenced my XXXX rewards number on the check and not my account number. The check in turn was still cashed on XX/XX/XXXX by Comenity Bank and the amount has not been applied to my account. My issue is they could have contacted me by researching the rewards number and found my contact info. I have supplied them with the check number and also with an actual copy of the cashed check and a detailed letter of what happened. As of today XX/XX/XXXX the {$1900.00} still has not been credited to my account and it is still accruing interest on the high balance.
Company Response:
State: AZ
Zip: 85142
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XXXX XXXX ( aka XXXX Payments ) refunded to my account {$11000.00} that I have a refund slip. It was sent to the original account XXXX XXXX Credit Card XXXX XX/XX/XXXX. The account was closed and Paid in full XXXX, XXXX. The re-assigned cc number is on my credit report. I have called so many times to Comenity bank and the same thing over and over is stated. You do not have a credit card with Comenity Bank. I have the listing on my credit report and I have a credit card statement with my name, account number, address, etc. I paid off the {$11000.00} in XX/XX/XXXX. I did so because of interest, etc. There is a whole long story behind this. XXXX XXXX REFUNDED THE MONEY TO COMENITY BANK XX/XX/XXXX. They stated their policy is to send to original purchase point. I have a dialogue with XXXX XXXX. I sent a USPS Priority Mail packet with all the documentation I have to Comenity Bank 's po box in XXXX, OHIO. I received a letter back that the account is closed and the balance is zero. So what happened with the {$11000.00} refunded by XXXX XXXX. I have documentation to support my complaint.
Company Response:
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I am XXXX XXXX and I am submitting this claim myself and no third party is involved. I, XXXX XXXX, natural person, and creditor of an open ended credit plan was denied my right of credit by COMENITY CAPITAL BANK. I was notified of this transgression of my rights, specifically XXXX XXXX XXXX XXXX, by COMENITY CAPITAL BANK XXXX XX/XX/2021 via U.S mail. According to 15 USC 1602, I as a natural person possessing an open-end credit plan was harmed by COMENITY CAPITAL BANKs adverse action taken against me. COMENITY CAPITAL BANK admitted to using a credit scoring system that assigns a numerical value on information in my credit report. COMENITY CAPITAL BANK admitted XXXX the credit reporting agency advised them to share my private info via my credit consumer report. According to 15 usc 1602 ( p ) XXXX never had my permission to allow COMENITY CAPITAL BANK to view my non public private info ; in result I received no benefit from this credit transaction. COMENITY CAPITAL BANK adverse action against me, denying my rights, of which the civil damages pursuant to 15 USC 1640 ( a ) ( XXXX ) ( A ) ( XXXX ) are up to XXXX. COMENITY CAPITAL BANK is now civilly liable to pay me for the damages.
Company Response:
State: NJ
Zip: 08104
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I received my statement in the mail from Comenity - Ultamate Rewards Mastercard and initiated payment via my bank on XX/XX/XXXX and my bank records indicate the payment was delivered by XX/XX/XXXX. Comenity claims they did not receive payment until XX/XX/XXXX and issued a {$31.00} late fee. I do not feel that I was justly charged a late fee, nor should I have this reported on my credit. The company would only offer a {$15.00} credit and requested payment over the phone with them that would be a {$9.00} charge.
Company Response:
State: MD
Zip: 21601
Submitted Via: Web
Date Sent: 2022-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This account is inaccurately and erroneously reported. I want to request for an investigation of this account. ( XXXX ***** Opened date : XX/XX/17 Balance {$0.00} ) This particular account is undoubtedly placed as a charged-off account. The balance was already zero yet the account was still reporting. Please furnish documentation to confirm all the charges and credits with this assumed account that led to the maximum
Company Response:
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: On XX/XX/XXXX, I pulled my credit file and XXXX XXXX reporting inaccurate information. On XX/XX/XXXX, I mailed a Cease and Desist and Validation letter. I mailed a second Cease and Desist and Validation letter on XX/XX/XXXX to To date, XXXX XXXX has not responded to my letter to provide all documentary evidence to prove I owe the debt. They continue to communicate with me via the Credit Reporting Agencies and by mail.
Company Response:
State: MS
Zip: 39047
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A