Date Received: 2021-05-18
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Yesterday I received a letter from comenity capital bank for XXXX XXXX stating that someone one had applied for a credit card under my name and It was denied. I never applied for a credit card with that company. I have not even been to a XXXX for a over a year. They also sent another letter under a strange name to my address.
Company Response:
State: CT
Zip: 06114
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
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: On XX/XX/2020, I purchased a XXXX XXXX ticket in the amount of {$530.00} from XXXX using my XXXX Visa credit card serviced by Comenity. I also purchased traveler 's insurance from XXXX in the amount of {$30.00}. Upon reviewing my credit card statement, I discovered that XXXX had charged my card an additional {$86.00} on XX/XX/2020. While I have receipts for both the ticket and insurance, I have no record of why XXXX would charge my card this additional sum. I contacted Comenity to explain the situation and that the {$86.00} charge was not legitimate. Comenity indicated that they would note this in their system and their fraud team would be in touch. Afterward, I received two follow-up letters from Comenity - one indicating only that I had contacted them and the second indicating that it appeared the charge was fraudulent and they were investigating. A few weeks later, my card began to be declined. I reached back out to Comenity and was told that the account had been closed and a new card was being sent to me. I was not given prior notice of this action. Comenity further indicated that nothing was being done about the disputed charge as it was reported as fraud and should have been reported as disputed. I spoke to a supervisor as well and basically was told I had used the wrong terminology to report the issue, but that " this was a good learning experience ''. They said that they had contacted XXXX and were told the charge was legitimate. Additionally, they told me that since I " had clearly given my card number to XXXX, all charges are therefore legitimate ''. I asked if XXXX had provided a receipt of why the amount was charged. Comenity said they had not, and told me I needed to contact XXXX myself. I repeated what I had originally told them - that I was unable to reach XXXX and that all numbers/emails I tried ( over the course of a week ) just routed me back to an automated message saying that XXXX was only speaking to customers who were traveling within the next three days. I requested that the dispute be filed again. Hearing nothing from Comenity over 30 days later, I filed a complaint with the Better Business Bureau. Comenity 's only response to the XXXX complaint was further unsatisfactory delay tactics. Despite my providing additional documentation and information to Comenity, the company has yet to respond to my latest inquiry. This matter remains unresolved and the charge remains on my account. This issue has been ongoing now for nearly seven months. Copies of documentation and correspondence is provided.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
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 Capital Bank has failed to properly respond to my questions, instructions, has overcharged me in interest and penalties while in position of money that they received back from XXXX. Highlights and details follow : 1. Comenity Capital Bank failed to close my account when requested. By certified letter dated XX/XX/XXXX ( letter was delivered at XXXX XXXX on XX/XX/XXXX ) I requested that my charge account be closed. Comenity Capital Bank continues to accept charges on my account even from businesses who do not have my current assigned account number. Comenity Capital Bank still has not closed my account as they mailed me a new credit card sometime in XXXX or XX/XX/XXXX. Of course, I did not activate this card. 2. Comenity Capital Bank accepted charges to my account from businesses where I had set up auto charges, however, they did not have my current account number and expiration date. I had set up auto charges with XXXX, XXXX, XXXX, etc. in the past. However, I never provided these businesses with my current Comenity Capital Bank credit account number. Since setting up my auto charges, my account number had changed as well as my expiration date. 3. Failed to stop auto payment from my bank checking account after I instructed them. By certified letter dated XX/XX/XXXX ( letter was delivered at XXXX XXXX on XX/XX/XXXX ) I requested that my auto payment be canceled. I stated that I would pay my final invoice by check. I wrote and mailed a check ( XXXX ) on XX/XX/XXXX for {$450.00}. Comenity Capital Bank took {$450.00} from my bank checking account on XX/XX/XXXX. They also cashed my check for the same amount. 4. Comenity Capital Bank appeals to have received back the improper charge from XXXX for {$1000.00} but has not acknowledged this to me. XXXX XXXX XXXX charged me for an account in Germany ( including 16 % German Tax ). I had never done business with XXXX XXXX XXXX and never provided them with my credit account. I did have a XXXX account in USA that I have since closed. XXXX notified me by email letter that the payment of {$1000.00} was withdrawn by the bank. ( see attached letter ). By my Certified letter ( XXXX ) dated XX/XX/XXXX, I requested the status of the improper charge of {$1000.00} from XXXX. I provided them a copy of the XXXX email letter. Comenity Capital Bank notified me by letter dated XX/XX/XXXX and XX/XX/XXXX, that they had received my follow up letter and noted that the disputed amount my have involved fraudulent activity and needed to be researched. Comenity Capital Bank notified me by letter dated XX/XX/XXXX that they had concluded their investigation and found no basis to support my disputed claim. Comenity Capital Bank still did not state whether they had received the money back from XXXX. 5. Comenity Capital Bank continues to charge me interest and penalties even through my account should have a credit of {$300.00}.
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: An account was opened in my Name with Zales. I noticed this when I ordered my free annual credit report a couple of years ago. I reported this information to the credit bureaus as well as Comenity Bank/Zales along with an identity theft and police report. Around the time that the account was opened, I was the victim of a hate crime where XXXX were graffetied on the walls of my building where I was staying in XXXX XXXX, New York and residing at the time. This account was opened with an address of XXXX XXXX XXXX, XXXX XXXX, NY XXXX which is a Virtual Mailing Office that I've never done business with. At the time this account was opened as a result of identity theft, I was under the supervision of the XXXX XXXX Court in XXXX, New York as an Order of Protection was issued by the same court for my personal safety and security. This came after my ex-roomate - who had access to my home office which contained true copies of my Passport, XXXX, Birth Certificate and Social Security Card - attempted to assault me and was charged by the same court. A XXXX shipment containing legal documents including my social security card, passport and XXXX was stolen out of my mailbox before it was picked up by a XXXX Driver for processing and delivery. A XXXX XXXX money transfer account was also opened around this time to send money to others using my name and date of birth ( identity ) without my permission or authorization. Another credit card was opened with XXXX XXXX which I reported as identity theft and was formally investigated. After a formal investigation, it was found that my allegations were truthful and I was released from Liability and this account was removed from my credit reports. Another credit card was opened with XXXX which I reported as identity theft and was formally investigated. After a formal investigation, it was found that my allegations were truthful and I was released from Liability and this account was removed from my credit reports.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have been trying for several weeks to pay my Comenity Bank Victoria 's Secret Credit Card Bill. I have been locked out of my account, which can only be unlocked if I provide by account number. When I called to ask for my account number, I was told I should look on my statement. However, I was signed up for e-Statements which I could only access through the very account I was locked out of. Through some investigation and searching around, I was finally able to locate my account number and schedule a payment, only to find that I had been charged {$69.00} in fees on a {$90.00} balance! The total fees is over 75 % of the amount actually charged to the card at a time when they refused by attempts to get into my account to pay my bill. This is absolutely predatory, the fees should be refunded immediately, and they should fix their system to allow alternate ways to access statements, such as embedding in email or allowing two factor authentication to access accounts like many other financial services do.
Company Response:
State: IL
Zip: 60631
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
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: My original credit balance should have been {$210.00} as of XX/XX/XXXX and whatever additional charges added after. I made multiple gift card purchases back in XX/XX/XXXX and none of them were issued a balance except for 1 giftcard, which is why I have {$210.00} balance. I have been disputing this case for over a year and I have refused to make payments until the balance was corrected. Of course covid happened and I did end up missing payments when the balance was corrected back in XX/XX/XXXX to {$170.00} and some change. By XXXX of XXXX I was charged for the gift cards again. I did dispute the charges once again, this time I wrote a letter, the emails and phone calls were useless. XX/XX/XXXX billing statement show some corrections made but I am being billed {$630.00} + fees and interest which puts me at {$790.00} as of XX/XX/XXXX. That's not correct. {$210.00} plus whatever late fees for the {$210.00} is what I owe. If the balance of {$790.00} is fair I would like to know what gift cards were funded because only one gift card was funded for either {$200.00} or {$250.00}, the remaining gift cards were not. I did make a payment on the balance. The bill of almost {$800.00} does not make any sense for a gift card of {$250.00} or less. I would like the billing correction to be made or have the gift card they are billing me for funded. I am not paying for a gift card that never had a fund. I would like the billed amount corrected.
Company Response:
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX. The following personal information is incorrect XXXX Date of inquiry : XX/XX/2021 Please investigate and delete from my credit report. 2. Validate Account XXXX Account Number : XXXX Please investigate and delete from my credit report. XXXX. Validate Account XXXX XXXX XXXX Account Number : XXXX Please investigate and delete from my credit report. 4. Validate Account XXXX XXXX XXXX Account Number : XXXX Please investigate and delete from my credit report. XXXX. XXXX Account XXXX CARD Account XXXX : XXXX Please investigate and delete from my credit report. XXXX. The following personal information is incorrect Account Number : Current Address ( es ) : XXXX XXXX XXXX XXXX, CA XXXX XXXX. The following personal information is incorrect Account Number : Previous Address ( es ) : XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX. The following personal information is incorrect Account Number : Previous Address ( es ) : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. The following personal information is incorrect Account Number : Current Address ( es ) : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. The following personal information is incorrect Account Number : Previous Address ( es ) : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. The following personal information is incorrect Account Number : Previous Address ( es ) : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX
Company Response:
State: AZ
Zip: 85226
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: False statements or representation
Subissue: Indicated you were committing crime by not paying debt
Consumer Complaint: HI i tried contatcing the credit union that had this issue on my report on them. I written in complants and I disputed it numerous amounts of times. I never was addressed the issue and they never did try to update or fix the problem that I was having .I got a paper sent to my address saying that it has been sent to an attoney and they sent papers the documents on this. It comes from comentity bank and it is XXXX XXXX XXXX XXXX is the number account that is all I can view based on the issue that is presented to me at the time prior to me having XXXX this issue needs to be resolved I can not XXXX and uses XXXX and can not be bothered in this way and their has not been anything done about this at all just got worse and sent lertters to me. They also never helped me address the situation and get it fixed and removing this off my credit causing it to fall lower and lower durning the breech i was afffectted and my data was hacked I never checked it around the time but these days when I do i can see that it has some shocking items under it that is now mine.
Company Response:
State: AL
Zip: 355XX
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days and I haven't received any investigation results.
Company Response:
State: CA
Zip: 91762
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: XXXX allowed seller, XXXX XXXX, to lie about their location and the quality of their product in advertisements on the their platform. I attempted to purchase a mask from XXXX XXXX at the beginning of the pandemic. The masked was advertised as being comparable to a XXXX mask and manufactured in the US. But, the seller was actually located in XXXX, and the mask is not comparable to a XXXX mask. In fact, it's vented, so it can't even be worn on an airplane. And, I wasn't able to ascertain any of this until it was too late because it took 3 1/2 months, plus to get the item. I tried to cancel multiple times throughout the process as well, but the seller refused every attempt then cutoff all contact, despite asking for a call tag. So, I filed a claim with Comenity Capital Bank, and they temporarily removed the charge while they conducted their " investigation '' which consisted of nothing more than confirming that XXXX XXXX had received payment. That was it. They did nothing else. Then they reinstated the charge. After being given the runaround for a month or so, I filed an appeal. In the appeal I proved that Comenity Capital Bank did not do their due diligence by providing links showing that XXXX XXXX had been shut down for fraud. But, Comenity Capital Bank did not budge ; thereby, committing fraud themselves via collusion. The links supporting my argument are as follows : 1. WHOIS ( SHUT-FOR-FRAUD ) : XXXX : XXXX 2. XXXX : XXXX 3. XXXX XXXX XXXX 4. XXXX XXXX XXXX I have records of most my interactions with Comenity Capital Bank showing what was and was not done throughout the entire process as well, including, where Comenity Capital Bank refused to close the account, despite making two requests in writing. They even mailed me a new card after my second request. I'm also sure the FTC would like to know that Comenity Capital Bank has referred the account to collections, despite the evidence, so I'm now getting 3-5 calls per day from different numbers with different area codes where the caller hangs up once I answer. But, when I call the number back they all lead to Comenity Capital Bank. Or, to sum up, it's almost like Comenity Capital Bank had grown so accustomed to scamming their marks ; I mean, customers, via acts of fraud that they've got the process on speed dial. And, the game of trolling " customers '' while holding their credit XXXX along the way is just an added bonus.
Company Response:
State: HI
Zip: 96782
Submitted Via: Web
Date Sent: 2021-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A