Date Received: 2021-07-28
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: The XXXX Credit Bureau is reporting inaccurate information on CB/NY & CO. Per FCRA, reporting must be 100 % accurate or the information must be deleted. Evaluate this reporting by making a revision of the information provided. Modify and perform any corrections or withdraw this from my personal file.
Company Response:
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
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: I paid this credit card off in full with the payoff amount they listed on XX/XX/21. Then they added interest fee charges from XXXX until XXXX, when I was finally notified that they reported a late payment on my credit on XX/XX/21. I chose the full payoff and there is no way they should have added interest on a XXXX dollar balance. I called the company and they just kept talking over me reading a script. I asked to speak to a supervisor twice and was hung up on both times. I never received a call, email, or mail communicating that I needed to pay anything until XXXX notified me. I also had automatic payments set up previous to paying it off, so I dont know why they didnt just automatically deduct the interest charge if I actually owed it. The company is XXXX and its managed by Comenity. I have been a loyal customer and I have consistently used my card there over the years. Ive paid it off with the full amount many times and never had this issue before. After this experience, Im going to close my account. I would never advise anyone to get a store credit there now.
Company Response:
State: UT
Zip: 84020
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: It has come to my attention that Comenity Bank/Lane Bryant, creditors and debt collectors, as defined pursuant to 15 USC 1602a ( g ), and 15 USC 1692a ( 6 ) has violated my rights as a consumer pursuant to title 15 Chapter 41 subsection 15 USC 1601, Truth In Lending Act, and 15 USC 1692 Fair Debt Collection Practices, by misinforming me about the use of my credit, invading my privacy, furnishing deceptive forms, and by providing abusive and unfair debt collection practices. Pursuant to 18 USC 8, the alleged debt was already paid for under the obligation of the United States. Pursuant to 15 USC 1602a ( g ), I am the person, and the original creditor who is federally allowed to extend credit to any, and all banks. Comenity Bank/Lane Bryant never loaned me money for this credit card. Banks can not loan money, Congress never gave banks the power to loan money. In XX/XX/XXXX, Comenity Bank/Lane Bryant lowered my credit limit without notice, and OnXX/XX/XXXX, Pursuant to 15 USC 1691 ( d ), and 15 USC 1691 ( a ) ( 6 ), Comenity Bank/Lane Bryant committed adverse action upon me. Comenity Bank/Lane Bryant closed my credit card account due to inactivity, without my permission. Pursuant to 15 USC 1602 ( a ) ( p ) this is unauthorized use of my credit. I did not benefit in any type of way from Comenity Bank/Lane Bryant revoking, and closing my credit account. On XX/XX/XXXX, XXXX XXXX of the Compliance Department at Comenity Bank/Lane Bryant threatened to injure my reputation to the consumer reporting agencies by retaining my consumer information, amongst other civil and criminal acts. This is a federal violation pursuant to 18 USC 876 ( d ). This is attached in the documents of this case. These are just a few of the federal violations Comenity Bank/lane Bryant, and XXXX XXXX have committed upon me.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
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 recently filed a complaint via the CFB ( see below ). I am NOT happy with the outcome and I believe the bank is clearly NOT following the law and reading the supporting documents to the claim provided and I wish to pursue this further. In regard to my most recent complaint and request for a refund ( services were never rendered as company went bankrupt ) my bank, Comenity Capital Bank informed me that I had to file a credit card dispute within 60 days. The 60 day time-limit suggested by my bank in the response I received is on chargeback code such as XXXX XXXX & XXXX. Source : XXXX XXXX XXXX The chargeback dispute I submitted is a Visa chargeback XXXX Chargeback time limits associated with XXXX XXXX can change if the merchandise or services were expected to be provided after the transaction processing date. For example, the purchase could be for plane tickets that would be used months after the initial transaction. Which means the dispute may be issued : 120 calendar days from the last date the cardholder expected to receive merchandise or services. 120 calendar days from the date the cardholder was told that the merchandise or services wont be provided. The dispute can not exceed 540 calendar days from the transaction processing date Source : https : //chargeback.com/visa-chargeback-time-limits/ As I informed the CFB and my bank in my initial complaint ( COMPLAINT ID XXXX ), the time limit for making a claim should start from the date you were expecting to receive the service/trip not from the purchase date, given you are buying something to be delivered in the future. I've provided all documentation to prove initial trip was set for XX/XX/XXXX then rescheduled due to international travel restrictions/border closures to XX/XX/XXXX then quickly changed ( by XXXX ) to XX/XX/XXXX and finally ( by XXXX ) to XX/XX/XXXX. I believe the bank is not following the law/charge back code and it is their intent to delay this process and push it out so that I can not be refunded. XXXX XXXX ( a travel agency ) went into administration and became formally bankrupt on XX/XX/XXXX. It was at this stage I became aware that I would not receive the services/trip that I paid for. According to online sources, this is when the 120 days should begin. I first reported the dispute on XX/XX/XXXX. I sent the insolvency letter from the administrator XXXX as evidence along with multiple documents showing the purchase and delay and finally the cancellation of the trip which I purchased with XXXX. Please see the Companies House business page for XXXX XXXX clearly showing that the company is liquidated XXXX XXXX XXXXXXXX According to my bank Comenity XXXX Visa : If the travel provider is unable or unwilling to assist you with refunding the charge to your credit card, one of our Care Center associates can file a dispute on your behalf If you are unable to resolve your concern directly with the merchant, please consider initiating a dispute - Which I have done several times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and again XX/XX/XXXX via CFPB as Comenity ( the bank ) was NOT reading supporting documents and denying my refund stating I was covered by travel insurance via XXXX - this is NOT true and after the initial denial I worked with XXXX and showed proof I was NOT covered by travel insurance via XXXX as I am not a XXXX XXXX. I showed proof that this was incorrect and yet the bank did not read any supporting documentation and kept denying the claim stating I was covered by insurance and now it's a different reason to deny my claim - I'm out of the timeframe ... .why did they not state this in the beginning? They are doing all they can to frustrate me and deny my claim but XXXX has worked with multiple clients who purchased the SAME trip and were able to get their refund due to the laws that protect this type of purchase! Source : XXXX : XXXX Original complaint to the CFB : COMPLAINT ID : XXXX SUBMITTED ON : XX/XX/XXXX I booked a group vacation with XXXX based , The XXXX XXXX XXXX on XX/XX/XXXX. I was scheduled to travel to XXXX with them on XX/XX/XXXX XXXX XXXX postponed my trip on XX/XX/XXXX, due to COVID travel restrictions/closed borders. As you can see from the email, the dates of my trip changed to XX/XX/XXXX, back to XX/XX/XXXX then to XX/XX/XXXX as COVID stopped the trips from going ahead due to border closures. *Please see the emails sent by XXXX XXXX confirming my original trip date and amount paid and also emails showing my trip was moved to new dates with same payment amount XXXX XXXX went into administration and became bankrupt on XX/XX/XXXX. It was at this stage I became aware that I would not receive the services that I paid for. *Please see the attached email sent to me by the insolvency practitioners, XXXX XXXX XX/XX/XXXX, informing me of the administration. Under the Fair Credit Billing Act it is my right to claim a refund when the service I paid for is not received due to a company 's bankruptcy. I attempted to open up a chargeback dispute on XXXX using the Visa chargeback code : XXXX Merchandise services not received. I again made a claim with Comenity in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and again XX/XX/XXXX via CFPB! Initially my bank opened up the dispute but later refused to accept it stating I was covered by Travel Insurance by XXXX *Please see the various rejection letters from the bank I am informed from my bank, that the reason for this is that XXXX XXXX merchant acquirer XXXX challenged my dispute with the bank on the basis that I may have been told that I was protected by XXXX XXXX financial failure insurance on their XXXX XXXX XXXXXXXX which is INCORRECT. I am informed that the financial failure insurance was always in place for XXXX XXXX customers but from XX/XX/XXXX XXXX XXXX were able to insure every customer globally and they changed the XXXX XXXX XXXX XXXX reflect this on XX/XX/XXXX. As I booked before this time, I am not insured or protected by any other method. When the challenge was flagged by my bank, Comenity should have given me an opportunity to show them evidence that clearly shows that I am not insured which I DID send them yet they will not look at it. *Please see the emails sent by XXXX XXXX stating I was not covered by insurance I resubmitted supporting documents FOUR times yet they do NOT read them. I have been able to submit the XXXX XXXX XXXX relevant to my booking which clearly shows that the financial failure insurance was for XXXX customers only. I submitted ALL supporting documents including a flowchart provided by the insolvency practitioners, XXXX which was sent to all XXXX XXXX customers. XXXX informed me that this flowchart was agreed and approved by XXXX themselves. *Please see the flowchart provided by XXXX XXXX notice the red box in the bottom-left corner of the XXXX flowchart clearly showing that the insurance is for XXXX customers only. *Please see the attached XXXX XXXX XXXXXXXX that are relevant to my booking *Please see the email from the insolvency practitioners XXXX showing that I am not protected by insurance *Please see the email from the financial failure Insurers XXXX clearly showing that I am not insured For your reference : The time limit for making a claim should start from the date you were expecting to receive the service/trip not from the purchase date, given you are buying something to be delivered in the future. In my case this date should be my new trip date of XX/XX/XXXX. Alternatively, they may use the date I found out that I would not receive the trip ( 3 XX/XX/XXXX ). Here are Visas rules : Visa claims that a dispute must be processed no later than either : 120 calendar days from the Transaction Processing Date 120 calendar days from the last date that the Cardholder expected to receive the merchandise or services ( Not to exceed 540 calendar days from the Transaction Processing Date ). I have been informed by the insolvency practitioners XXXX that all credit card paying customers should go to their banks for a refund. The XXXX Government backed Civil Aviation Authority are advising me to do the same via this letter XXXX : XXXX I would like my bank to open my dispute and refund me, in accordance with the Fair Credit Billing Act which they are clearly not following!
Company Response:
State: WA
Zip: 98144
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I called all of my credit card companies including this one, to let them know of a financial hardship that myself and my XXXX son are going through as a result of the XXXX pandemic and directly related to positive results that we had earlier in the year which lead to loss of income I asked about credit protection program or for parents programs that they offered due to Covid pandemic and that was told that they have no options to offer me for our situation when Im a XXXX XXXX that has been unemployed as a result of XXXX starting from XX/XX/2021. Other credit card companies were at least one offer off the credit program that they didnt. All of my creditors including my credit card companies were notified of my hardship and financial situation even before my job loss that occurred on XX/XX/XXXX and also after. There should be no missed payment reported on my credit report after XX/XX/2021 From any creditor.
Company Response:
State: TN
Zip: 37086
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Commenity New York and Company Bank Card. On XX/XX/2021 my balance was XXXX. I made that payment bringing my balance to XXXX. On XX/XX/2021 I was charged interest of {$1.00} and then on XX/XX/2021 I was charged a late of XXXX. I was not aware that these charges were occuring as again the XXXX paid the balance off. I called the company requesting to have those late fees waived and the representative haggled me and tried to negotiate, but was unwilling to waive all of the fees. They have been charging me XXXX finance charges and late fees for four months. This has also been reported to the credit as if I'm late on paying for services/credit obtained by them. All of this for a XXXX finance charge AFTER I had paid the account to a XXXX balance.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I've started receiving hang up calls from Comenity Bank/XXXX XXXX on my cell phone and today ( XX/XX/21 ) they've left messages on my brother 's phone giving a misleading bank name. I called the message phone number left on his phone and found out it wasn't " XXXX XXXX '' but Comenity Bank/XXXXXXXX XXXX. The collection agent " XXXX '' was very rude, wouldn't let me talk, kept contradicting me as to whether I made payments ( I have ) and refused several requests for the address for their Customer Service Department. Finally he gave it to me and then started another rant non-stop and I hung up. I'm sending them a cease and desist letter per the Fair Credit and Collections act but I don't like the threats he was making so I want to register a complaint. I had an agreement to make payments monthly at {$20.00} a month, actually have been making them at {$30.00} a month and they state that what I pay doesn't even touch the principle of my account! I want the calls and rude threats to stop.
Company Response:
State: CA
Zip: 91007
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I requested validation of this account alone with itemized payment dates. My last communication was on XX/XX/2021. Until now I have not received any proper investigation report .Neither I was informed about such actions.As required by FCRA Duty to Provide Accurate Information : FCRA 623 ( a ), this account must be deleted from my report and blocked from the further appearance .Furnishers ' Investigation of Disputes Filed with CRAs : 623 ( b )
Company Response:
State: NY
Zip: 11224
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: 3 accounts on my credit report that doesn't belong to me. I am respectfully requesting a deletion of these accounts. 1. XXXX XXXX 2. XXXX XXXX XXXX XXXX 3. XXXX XXXX
Company Response:
State: CT
Zip: 06606
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/2021 I received an email advising that I was preapproved for a Land 's End credit card. On XX/XX/2021, I reviewed the email and saw there was a promotion for 50 % off your entire first purchase using the card. Seeing as I was purchasing school uniforms I thought this would be a nice cost savings. After submitting the application and receiving the approval, I clicked the link to make my purchase using the temporary card number and 50 % off promotion. There was an error on the page and I was no longer able to get back to the link. I contacted customer service via chat and was advised that I could use any of my credit cards and they would honor the 50 % off promotion on anything except school uniforms. I double checked before agreeing to the terms of the credit card that the 50 % promotion could be used on any item. The following is the verbiage used to describe the promotion on their website " Receive 50 % off your first Lands End credit card purchase at landsend.com at time of account opening ( even sale priced and clearance items ). Offer can not be combined with other promotions. '' When I advised the associate of this in the chat she sent me the following " Subject to credit approval. Valid one time only. Can not be combined with other offers. Excludes monogramming, gift boxing, gift cards, shipping, taxes, duties, Lands End Business Outfitters purchases, international shipments, and excluded items as marked. Discount will be applied at checkout. This offer has no cash value. Promotional savings may be deducted from returns. Not valid on previous purchases. Must make a purchase in the previous 12 months to receive the offer. Must have valid email address and U.S. mailing address. Accounts that opened during your birthday month will receive the offer the following calendar year. Account must not be in default. ". I responded by advising what she sent me does not reference the school uniforms and she told me " that it is listed on the webpage where uniforms can be purchased next to the 'color ' option. '' Seeing as this was going nowhere I thanked her for time and advised I would be sending a consumer complaint. A consumer should not have to hunt around exclusions, I feel that this promotion is deceptive and misleading to consumers.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A