Date Received: 2021-10-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Around XX/XX/2021 I received a statement from XXXX ( Credit card serviced by Comenity Bank ). In this statement I had an ending balance of {$680.00}. The statement had a minimum payment of {$35.00} with a payment due date of XX/XX/2021. I made a payment in full of {$680.00} that was completed and cleared on XX/XX/2021. This was clearly before the payment due date of XX/XX/2021. So, I figured I was done and owed nothing further. I didn't realize that I was charged a finance charge of {$6.00} on the XX/XX/2021 statement. I wasn't aware of this until recently. I finally decided to open a e-statement because it was weird I kept receiving them, figured its just showing me {$0.00} balance due. During my review I discovered that I was being charged interest fee and late fee 's. On XX/XX/2021 I made a phone call to Comenity Bank via the phone number on the statement to get assistance and help me not only understand why I was charged interest fee on a balance I paid in full but hoping they would understand and reverse the late charges and fix my credit bureau report. Well, after about 41 minutes on the phone and being transferred 7 times to finally have someone somewhat clearly explain the situation and help me get rid of some of the charges. I did make a payment on XX/XX/2021 for {$36.00}. The lady on the phone indicated this would be the payment and the rest will be forgiven. Great! I ask if I would be surprised with an additional interest fee, she stated yes you may be charged a small interest fee. This is unreal. Next, I ask if I could have the company fix the credit reporting. I was told to send a message using the secure message center for assistance. They should be able to help you. So I did on XX/XX/2021. On XX/XX/2021 I got a response back from an agent who gave me this long biography of how they charge interest etc. Then I was told that she can't help me with the credit reporting issue that I must write a letter to their company to review. I have been given the runaround a lot the last two days I have been dealing with this bank. Clearly, the staff is unaware of the process or procedures. I want Comenity Bank to review this case, clearly show me how you calculated the {$6.00} interest charged accessed on XX/XX/2021 statement. Also, if you are going to charge interest after the fact when a balance in paid in full on time, then you should inform your customer of this. My other banks don't sneak around like this. You know I got this card because I was under the impression that I would have a promo period where if I paid it in full during a certain time I wouldn't be charged interest. Well, when I got my statements, XX/XX/2021 specifically, I noticed that wasn't true as I was getting charged interest. This is why I paid it in full. I was probably mislead or misinformed. I didn't take any action then, because I just felt like I should just pay for it in full and be done. I really hope the XXXX XXXX staff are not misleading customers. That can be a big issue for them and Comenity Bank. Again, I want someone to look into this, understand my situation and correct my negative credit reporting.
Company Response:
State: NE
Zip: 68137
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is XXXX XXXX XXXX who is submitting this CFPB complaint myself and to inform you that there is no third party involve in the process. I'm not swayed that Bureaus efficiently pleased the principles of the Fair Credit Reporting Act in completing their investigation. The Bureaus are reporting inaccurate information on XXXX. Per FCRA, reporting must be 100 % accurate or the information must be deleted.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/2021, I was shopping on XXXX As I was going to check out, I received a pop-up message that I had been pre-approved for a Torrid credit card and if approved would received 40 % off my order. At the time, all the items in my cart were on sale for at least 40 % off. I decided to apply, but first continued shopping and added more sale items to my cart, including one item that was 35 % off. I applied and was approved for the card, and went to check out using the card information that was pre-populated into the field. I was surprised to get a new pop-up letting me know that the new card holder discount could not be applied to my purchase unless I removed the discounts from the individual items. My options were XXXX ) apply the 40 % of but remove the individual discounts or 2 ) keep the discounts on the individual items and forego the 40 % forever ( it very explicitly said it could not be used later ). I re-read the initial terms and conditions and read that the new customer discount " Can not be combined with other offers. '' That's not inherently unfair but I take issue with these things : 1 ) " Offer '' does not equate - to me and likely to most other people - to " discounts on sale items. '' No mention of discounts or sale items was included in the footnote ( screenshot attached ). 2 ) All of the items in my cart when I received the pop-up telling me that I would save 40 % on my order if I applied for and used the card were on sale for at least 40 % off. I chose to keep the discounts on the sale items ( as to do otherwise would have not saved as much money ) and used a different credit card to make the purchase. Shortly thereafter, I called Comenity Bank. I explained the situation and requested that the account be closed, and the tradeline and inquiries be removed from my bureau file. The first agent I spoke with advised she couldn't do that because the application had already happened. The supervisor I spoke with advised that because I had applied for the account, he also could not do that. He told me that Comenity isn't reponsible for what XXXX puts on their website, hypothesized that everyone gets that pop-up ( I think in order to explain why I would have received it with sale items in my cart ), and apologized for any misleading information. He advised that I could file a credit bureau dispute and provided the address to which I could submit a written request. No phone or digital options were offered. This is not an acceptable resolution. I was deceived by the sequence of events ( cart full of sale items followed by a pop-up promising 40 % off for my in progress purchase ) and a " XXXX '' footnote that refers to " offers '' which are not reasonably equated to sale item discounts.
Company Response:
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: PLEASE REMOVE 1. Identity Theft CCB/XXXX Date of inquiry : XX/XX/2021 This is not mine.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021 I initiated an ACH transfer from Comenity Direct Bank to transfer funds from my Money Market account at XXXX XXXX XXXX XXXX in the amount of {$490000.00}. The following day, XX/XX/2021, I learned that the XXXX XXXX XXXX account had closed and the funds were transferred into my XXXX savings account. I tried to remedy the situation by calling Comenity and advising them and also set up my XXXX savings account at Comenity to allow for ACH transfers. On XXXX XXXX I linked the XXXX savings account to Commenity bank and successfully reinitiated the transfer of funds from my XXXX savings account to my savings account at Commenity XXXX in the same amount. On XX/XX/2021, Commenity charged back for the initial ACH transfer that could not be completed, however around the same time they placed a restriction on the account denying me access to all funds in the account. After making several calls to resolve the matter, on XX/XX/XXXX I was told by XXXX on the account protection team that the hold should not have been made and that it would probably be released in 3 hrs on the same day. On XX/XX/XXXX, I called in the morning and am being told that two managers have signed off to release the hold, but there is yet one more manager who still needs to approve of the release of the restriction which was the same thing I was told the day before. I asked for the managers name when I called on XX/XX/XXXX and they said they would send the persons name to me by secure message. I have not yet been provided the name of the manager and I am also told that the person is not on vacation. It has now been 17 days since the restriction was placed on my account and I have not been given an explanation as to why my funds are being withheld. I am not seeing an end in site since I keep being told it will take 3 to 5 business days and they are still waiting on one specific manager to sign off on the restriction. This is an absurd, frustrating and time consuming process that makes no sense. I ham not being contacted by Commenity or being given any information as to why I can not access my funds. I am requesting the Consumer Financial Protection Bureau assist me in gaining access to my deposits as it feels like the process is completely stuck!
Company Response:
State: CA
Zip: 94583
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
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 noticed that there were 3 separate charges on my credit card account of which I did not make. All three charges were to the same place XXXX gas. The first charge was for {$490.00} ad the second charge was for {$490.00}. I contacted the card company immediately to dispute the transactions of which they advised that the card was not present for the purchases and that they would look into it. Since the charges have posted to my account and will be charged on my statement that will potentially be reported to my credit report showing a higher usage than i have actually used. I contacted the card company again of which i have yet to receive a resolution.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX I made a purchase at Arhaus. It was to be no interest until XX/XX/XXXX if you spent XXXX or over ; which I did. The wrong sofa was delivered and I had to return it and purchase a new one that cost an additional XXXX. All was put on the Arhaus credit card issued thru Comenity Bank.. The additional charge of XXXX was additional for the new sofa and was to be purchased all as a new item as the other sofa was returned and credited to me. Instead Arhaus did not do the intitial purchase as a return and just added the additional XXXX as a new charge would would then change the interest term to XX/XX/XXXX. I have tried to work this out with Arhaus comenity bank but they refuse to give me credit for the interest charged. The credit card company refuses to fix it.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I DID NOT OPEN ANY ACCOUNT WITH COMENITY BANK! THIS HAS BEEN EFFECTING MY CREDIT SCORE SINCE XX/XX/2019. I NEED THIS CLEANED UP! Alleged amount due : {$490.00} Payment Status-Collection/Chargeoff Account Status-Derogatory Amount Past Due-Not Reported Account Details Original Lender : 01 COMENITY BANK Account Type-Not Reported Responsibility-Individual Age Of Account-2 Years, 0 Months Credit Limit-Not Reported Highest Balance/ {$550.00} Payment Details : Amount Past Due-Not Reported Date of Last Payment-Not Reported Monthly Payment-Not Provided Payment Frequency-Not Reported
Company Response:
State: NY
Zip: 10451
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Please remove all accounts listed, my information was compromised in a Data Breach. This debt has not been validated.
Company Response:
State: IN
Zip: 46201
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Please remove all accounts listed, my information was compromised in a Data Breach. This debt has not been validated.
Company Response:
State: IN
Zip: 46201
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A