Date Received: 2021-08-11
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: Comenity Bank holds the credit cards for XXXX XXXX, XXXX, and a number of other stores. They need to make it easier for a consumer to file a complaint, research returns as well as speak with a customer service rep. You should not have to start hitting numbers to speak to someone. You should be able to chose a customer service rep, a refund disbute rep, etc. You also email erroneous information as a response to a missing refund see below, the number did not direct me to who I needed to discuss the issue with. Finally why does it take longer than 7 business days to be credited for a refund. This behavior is not acceptible. XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX IL XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Page 1 of 2 Send Correspondence To Comenity Bank XXXX XXXX XXXX XXXX, OH XXXX All Bankruptcy Notices/Related Correspondence To XXXX XXXX XXXX XXXX, OH XXXX XX/XX/2021 Account Ending In : XXXX Dispute ID : Thank you for contacting us about a purchase on your account. Dear XXXX XXXX, Were Comenity Bank and we handle everything credit-related to your XXXX XXXX credit card account. You recently asked for help understanding a specific purchase. Comenity Bank does not have detailed transaction information in reference to your purchase. For assistance with your transaction, please contact the service provider in which the purchase was made. Were sorry were unable to fulfill your request. We truly value your business and we apologize for any inconvenience. If you have questions about this, please contact us at XXXX ( TDD/TTY : XXXX ). Sincerely, Customer
Company Response:
State: IL
Zip: 60193
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: This account has been paid off for over a year but its still showing up as a delinquency although paid and closed. I also received a credit back from XXXX XXXX XXXX. This is keeping my score from moving forward which is keeping me from things I need to be a productive part of society. Please remove this from my credit report
Company Response:
State: TX
Zip: 75150
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I have recently requested that information my credit report be removed to the fact that when I settle with my closed accounts I was promised the removal of closed accounts if I settled with second party agency that house my debts This information was false or misleading and is a direct violation of the consumer law I have stated this many of times and have been ignored repeatedly I just want these closed accounts remove off my credit report immediately from all three bureaus 15 U.S. Code 1692e. False or misleading representations A debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section
Company Response:
State: CT
Zip: 06513
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Last month on XX/XX/2021 I paid my card off the complete balance of {$130.00}. it wasn't due until XX/XX/2021. Yesterday I got a statement in the mail saying that I owe interest for this month of {$2.00}. that interest was charged to the account on XX/XX/2021. If I paid my balance in full they should not be charging me interest.
Company Response:
State: TX
Zip: 78410
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Starting in XXXX of 2020, I was charged a late fee by Comenity Bank for a XXXX credit card. As this was a one time issue, I tried contacting the company multiple times to discuss waiving the fee. I meanwhile, paid the balance on my credit card. After being put on hold numerous times and never reaching a person as well as sending emails, I was unable to reach someone. They started to tack on fees to the original fee. Again, I tried contacting them. Finally reaching a very rude individual who told me I needed to pay the full balance that had now accumulated. Meanwhile, I was receiving 3-4 calls a week from Comenity Bank telling me they were here to help me with any covid issues. I talked to one of them and realized they had no connection with the issue I was having. I am apparently on their call list as they see there is an overdue balance. They are so willing to help me in times of covid issues and yet they are charging me fees upon fees. They told me to send a complaint in writing. I did this through their website. In addition, I also called again and this time spoke to another person who told me I just had to pay all of the fees or this would never stop. I tried a 3rd call and reached a polite individual who reiterated what the comentiy callers had told me-to send it in writing. Since then, they have continued to tack on charges month after month. I now have a {$210.00} balance that is all fees, no purchases. I received a letter in XXXX thanking me for contacting them ( in response to the written complaint I filed ). Now they are asking for me to provide them with as much information as possible. I already did this the first time. There was no direct contact info or name for anyone I could contact. And again, they tacked on two more months worth of fees since then. I have invested enough time trying to solve this and watch as this balance grows from a {$24.00} fee to {$210.00}. I do not want to get stuck paying for something that is not owed and as far as I'm concerned is unethical. I was told by their representative originally that I had to pay even if I did not owe the fees. It appears they are involved in dishonest practices of charging fees on credit cards with no balances and harass the customers until they finally give up and pay.
Company Response:
State: MN
Zip: 55313
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: At the end of XXXX of XXXX, I applied for a XXXX XXXX credit card in order to more easily pay off a couch purchase of around {$900.00} with no interest. As of a letter sent to me from Comenity Capital Bank, the issuer of all XXXX XXXX credit card accounts, on XX/XX/2021, I was denied for the following reasons ( spelling errors included ) : " High average credit limit or loan amounton revolving/real property trades or credit balance to limit ratio on revolving trades High credit limits and balances on revolving trades Low level of authentication indicative of First Party Fraud Low level of authentication indicative of ID Fraud. '' They also gave me a " Behavioral Risk Score '' of XXXX out of XXXX. This information was supposedly gathered from XXXX and XXXX but the bureau that was shown to me as the main source of my denial was XXXX I spoke with all three credit bureaus listed above the morning of Monday, XX/XX/XXXX and accessed my credit scores for all three that afternoon. From each bureau representative that I spoke to, none could find any information leading them to one of the above causes of concern outlined by Comenity. I called Comenity bank the morning of Monday, XX/XX/XXXX after my 3 previous calls to the credit bureaus. I was told that the decision making was up to the provided credit reports, but after stating that I had contacted all three credit bureaus and had found no evidence of the listed issues, I was told I could not escalate this any further and was told to either file a complaint through the mail to them or wait 30 days to re-apply for the credit card. After insisting to escalate this issue, I was incorrectly transferred to the wrong department and ended my call. On the morning of Tuesday, XX/XX/XXXX, I called XXXX again to re-confirm my credit report and once again go over the reasons for my denial to see what was on my report that could indicate those reasons. I was confirmed that nothing on my account matched what Comenity saw, and in addition, I was told that they had no evidence of Comenity ever accessing my credit report. After asking what I could do to solve this, the XXXX representative ( XXXX XXXX ) suggested I report this to the CFPB due to potential negligence on the part of Comenity Capital Bank to source my credit reports to make an accurate decision to give lines of credit.
Company Response:
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Im a victim of identity fraud and theft. I do not owe this debt collection and I want to report that.
Company Response:
State: FL
Zip: 32746
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: No contract with the company, I disputed with the original creditor in the past and it was removed from my report due to a fraud account. My identity has been compromised and used for goods and services that I have no knowledge of.
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts don't belong to me. Please remove them form all 3 credit reporting agencies. please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies : 1. Identity Theft CB/EXPRESS Account Number : XXXX This is not mine. 2. Identity Theft CB/NY & CO Account Number : XXXX This is not mine. 3. Identity Theft XXXX Account Number : XXXX This is not mine.
Company Response:
State: NY
Zip: 10460
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: In XXXX, I signed up for a store credit card at XXXX. The card was administered through Comenity Bank. I made an initial big purchase of {$250.00} and paid it off in full on the Comenity website. I then charged {$59.00} to the card and was under the impression that I had set up the card to pay automatically. When the account became past due, I did receive calls from Comenity, but I thought they were spam. This is the reason I am writing to you today. I do not dispute the fact that I incorrectly assumed the card was set up for auto pay. I DO maintain that Comenity should have called me from a phone number associated with the bank and provided me with more information about what was going on when they left messages. The phone messages that were left for me said, Im calling in regards to an issue wit h your Comenity credit card. No other information was mentioned not the name of the store or any other identifying information. When I googled the phone numbers from which the calls were coming, they werent associated with Comenity as a company. I then googled Comenity collections scams and found a lot of language on the internet about a scam around a Victorias Secret credit card ( which I used to use, but closed out years ago. ) I get spam calls every day and have participated in mandatory scamming training for my employer. All of the advice says not to trust someone calling you from a number not associated with the bank itself. Therefore, I assumed all of this was a scam until I finally saw my FICO score dip. When I checked on my credit report, I saw the card and immediately paid it off in full. I regularly carry balances of thousands of dollars on my credit cards and I always pay them off in full each month, usually utilizing automatic payments. This is the first time that Ive ever had something like this happen to me, and the first time that my credit score has dipped below XXXX. I wrote to Comenity and explained this to them. They wrote back and said they were unwilling to remove the negative remark on my credit report. My husband and I will be taking out a mortgage later this year, and Im so afraid that this dip will impact our interest rate. As I mentioned before, this has never happened to me. I have an otherwise spotless credit report. Im afraid that this one mistake will cost us in the interest rate were able to get on this much larger, much more important loan. Thanks again for your help today. Please let me know if there is any other information I can provide.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A