Date Received: 2021-04-28
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 have contacted the creditor/company many times, but they have failed to provide me with necessary documents that will prove this account or debt belongs to me and it has resulted in loss of credit rating.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I recently refinanced and in doing so, took out additional cash to pay off my credit cards. On XX/XX/2021, I mailed out payments to 12 different credit cards, using the mailing address on the statement and including the statement with the payment ( check was from title company ) All of the payments were applied to the various credit cards with the exception of Commenity Bank. I have 4 store credit cards through Commenity and although they all have different billing/mail addresses, they stated the payments must have gotten lost in the mail. On XX/XX/2021 I was required to make a minimum payment on my BJ 's Mastercard in the amount of {$160.00} ( even though I sent a check paying off the entire balance ). A finance charge of {$110.00} was added to my account on XX/XX/2021. When the payments were still not received on the 4 store credit cards on XX/XX/2021, the title company cancelled the checks and sent 4 new ones OVERNIGHT. They were sent to a specific address used for overnight payments and sent in 4 different XXXX envelopes. On XX/XX/2021, 2 of the credit cards ( XXXX Florida and XXXX ), the payments were applied. the other 2 cards ( BJ 's Mastercard and XXXX XXXX ) were never applied. Commenity still claiming the checks were not received. All 4 payments were overnighted to the same address so if 2 were applied, the other 2 should have been as they were all received according to XXXX. On XX/XX/2021 the title company again canceled the checks for BJ 's and XXXX and resent 2 more checks, each paying off the card in it's entirety. They sent the payments OVERNIGHT and they were received on XX/XX/2021 at XXXX XXXX according to XXXX. Commenity is still claiming they haven't received the payments. I am still incurring finance charges and minimum payments on these two cards and I'm at a loss as to what to do at this point. This appears to me to be deceptive practices on the part of the credit card company, especially since the 2 cards they claim to still not have the payments for are the highest balances with the highest finance charges and minimum payments.
Company Response:
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2021 someone opened a fraudulent store credit card at the XXXX XXXX store in XXXX, CA serviced by Comenity Bank, an charged {$8300.00} on it in store goods. I found out about it only because I monitor my credit reports and I saw a credit inquiry that came in from Comenity. I reported to Comenity Bank immediately as soon as I found out, on XX/XX/XXXX. I also filed an identity theft report with the government. Comenity Bank promised to investigate. However, they sent me a letter mid XXXX, advising I'm responsible for these charges. Since then, they started charging late fees on the amount. I placed another call on XX/XX/XXXX to Comenity fraud protection asking to escalate and reinvestigate the case. At the same time, I found multitudes of customers online complaining about their problems due to Comenity Bank 's unsatisfactory safety practices resulting in multiple fraud cases with their store cards.
Company Response:
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: In XXXX of XXXX, I used my Comenity Bank credit card at XXXX XXXXXXXX to purchase some merchandise for {$210.00}. In XX/XX/XXXX, I made payment of {$51.00}. Then, in XX/XX/XXXX, I made a payment of {$50.00}. My husband was laid off from his job, so I contacted the card company to try and make arrangements. I don't remember verbatim what was said, but essentially the company didn't care and stated that the payments were still due and would not waive any fees. I then tried my best to make payments when available and in XX/XX/XXXX, I made another {$50.00} payment. I couldn't in XXXX as he was still laid off and then in XX/XX/XXXX paid another {$37.00}. I discussed with them in XX/XX/XXXX that I had previously called and attempted to get them to work with me because the balance was still {$140.00}, after making a total of {$180.00} on an original amount borrowed of {$210.00}. I was frustrated that Comenity Bank was not willing to work with me and I gave up making payments. I understand that late fees and interest can occur, but I was attempting to work and they were not budging. Their late fees are extremely high and needless to say I won't be utilizing Comenity Bank again. In attempts to repair with them and settle, in XX/XX/XXXX I contacted them to learn they had sold my account to XXXX XXXX XXXX for {$1100.00}. I contacted XXXX XXXX XXXX and Comenity Bank at that time to again try and make payment arrangements and have them removed from my credit. I was on the phone with Comenity for a total of 2 hours, was hung up, transfered to wrong departments and everyone stated that I couldn't either file a dispute with them or speak to the office of the president because my account was sold. However, Comenity was still reporting negatively to my credit. In XX/XX/XXXX, I attempted to call XXXX XXXX XXXX and speak to my account manager XXXX XXXX. She stated she could settle for a total of {$450.00}, but could not remove anything from my credit and that I would need to speak to Comenity. I called Comenity to speak to a total of 3 people, one of which was a supervisor by the name of XXXX and he stated he couldn't do anything because he didn't have my information it was sent to XXXX XXXX XXXX. He stated that he couldn't pull up my balance or payment history or anything, yet Comenity Bank is still reporting to my credit, so they are withholding pertinent information from me. No one at XXXX XXXX XXXX, nor Comenity Bank, would give me information as to the original balance or payment information. I had to retrieve that information from my credit report. At the very least, Comenity is price gouging, not to mention their horrible lending practices. I am attempting to settle this issue and fix my credit report, but I am NOT willing to pay {$1100.00} for an amount that I owed {$23.00} left ( $ XXXX {$180.00} ).
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when reviewing my credit report and found a late payment on the date below : 30 days late as of XX/XX/2020 I am not sure how this happened. I believe I made my payments to you when I received my statements. My only thought is that my statement did not get to me.
Company Response:
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response:
State: MA
Zip: 02145
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: CB/XXXX is reporting a few late payments on my credit file. These lates are for the months of XX/XX/20, XX/XX/20, XX/XX/20. Since the beginning of the pandemic i was out of work and on unemployment. I struggled to make ends meet for a few months and then i lost control of everything. I had now started working again and have been able to make my payments on time. The pandemic has been hard as is and getting COVID made it 10 times worse. I am pleading that you remove these lates from my credit file. I am trying to obtain financing and these lates are affecting me. It was out of my control to make those payments as i was on unemployment and still had to provide for my family.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dear CFPB, In XX/XX/XXXX, we began closing any credit lines ( store ) that we did not need as we were purchasing a new home. We called Comenity Bank/XXXX to close the account. We asked for full balance to close the account. We made payment on XXXX-PAYMENT - THANK YOU -- {$420.00}. We paid the full balance above and requested the account be " closed ''. XXXX assessed a late payment in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX along with late fees charges and amounts. We called XXXX. They apologized and issued a letter on XX/XX/XXXX stating my account was current and there should be no late fees reflected on my account or credit agencies. See below. Nonetheless, my credit score has dropped 50 points right before we were buying a home and it significantly impacted our ability to buy the house via credit bureaus We lost the opportunity to buy the house. I am so upset and frustrated and want to report the behavior of this creditor and feel they owe me compensation for losing the house, ruining my credit history/score and taking significant time away from my job & career to fix this problem which is still showing as " late '' in the three bureaus -- Commenity Bank/JXXXX. What else can I do to fix my credit and file a complaint against this Bank. It is not fair and I do not have an power to fix this problem. 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/XXXX Account Ending In : Dear XXXX, This letter contains important information regarding your J Crew credit card. Comenity Bank issues your XXXX XXXX credit card and we handle all account-related requests. We understand there was a concern regarding your credit report, which reflected a delinquency in the month of XX/XX/XXXX on your XXXX XXXX account. To address the concern, we have updated our records to show this particular month as current. We have notified the credit reporting agencies of the update that needs to be made to your credit report. Balances are subject to change and any updates will reflect on your credit report within 30-45 days. We value you as a customer and apologize for any inconvenience this may have caused. If you have further questions about your account, please contact the XXXX XXXX team, toll free, at XXXX ( TDD/TTY : XXXX ). We will be happy to help you. Sincerely, Customer Care team
Company Response:
State: NJ
Zip: 07840
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of XXXX, I made a payment by phone to XXXX XXXX/Comenity Bank to take care of an outstanding balance. My online account could not be accessed for reasons unknown to me. Since I could not see my account, I paid the amount the agent told me was due to make sure my account is paid in full. It appears that amount was incorrect that I was told. FYI, Comenity has discontinued the XXXX Credit card so it is reported as a closed account for this reason. But the impact to my credit is very much current. This has a resulting in a late payment, the only one across 43 accounts in over 11 years. I wrote to XXXX/Comenity and shared this mistake with them via their messaging center within their payment platform. I asked for the late payment to be removed. In XX/XX/XXXX, A XXXX XXXX responded assuring me the payment would be removed as I requested. Instead, the late has remained and that conversation no longer displays in the XXXX/Comenity secure messaging center. I have contacted the company regularly, as recent as XX/XX/XXXX. Instead, I receive no response to my request, however the company adds further negative comments to my credit report, which have decreased my credit score. I have disputed this with the credit bureaus but Comenity responds that it is accurate, although XXXX XXXX responded that it would be changed due to their mistake, and the negative impact to my credit continues. I would like the 1 late payment they made due to an error on their part of failing to notate my account properly removed.
Company Response:
State: GA
Zip: 30012
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I opened two disputes with experian for commenity bank because accounts that I had paid off the balance for were still showing a high balance. Instead of showing balance XXXX these two accounts were deleted from my report, lowering my score due to increasing my credit usage. I am in the process of trying to finance a house so This is a big problem.
Company Response:
State: IN
Zip: 476XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A