Date Received: 2021-04-22
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: This is in regards to my Wayfair/Comenity Bank account. Ever since I opened this account, I have had problems getting bills sent to me, checks returned to sender, etc. On XX/XX/XXXX of 2019, I contacted them trying to figure out what I needed to do to get the account current and what steps to take to get the account paid off. The representative I spoke with told me that I needed to make a {$250.00} payment, then go on a {$80.00} per month with XXXX being the last payment to pay off the account. I had asked about the interest being added and I was told no, not as long as I was on the plan I would be fine. I did exactly what I was told! The interest from my XXXX plan was still added on XXXX {$460.00} XXXX and the account had a {$770.00} balance in XXXX due to interest and what not being charged. I called them in XXXX, that was the first bill that actually made it to my house, when I saw it. Talked to a supervisor and was told that he would have to find the call and assess the situation and would be contacting me in 24-48hrs. I waited 7 days before I called back, left messages, nothing ... Talked to another supervisor in XXXX and got the same exact solution, they need to find phone call and will get back with me .... again nothing! Got my next bill in late XXXX and I was livid. I called them again and finally got in touch with a supervisor named XXXX Told him the situation and he immediately looked and found the phone call that took place on XX/XX/XXXX ( I was shocked and even asked why everyone had such a problem finding it, etc., he couldn't explain ). He listened to it XXXX which is about a 9 min phone call ) understood exactly my frustration and said it looked like a misunderstanding between the rep and me in the intial conversation and she didn't realize I was on an 18mth plan, even though my account was right in front of her when she was talking to me. He said there wasn't anything he could do on his end but to contact Comenity and they would be able to take care of it. I've had multiple conversations with Comenity on this issue and have been given multiple different stories. I thought doing a dispute would freeze the account but after multiple calls of disputing the account, i was finally told I needed to submit a " formal '' dispute that would shut down the account until it was resolved. Why I wasn't told that originally, i have no clue, but not surprised. Thought that was initiated in XXXX when this first started but apparently not. I talked to one supervisor and she was the rudest person I have ever talked to and is what brought me to seeking help from an outside source. I was told by her that it doesn't matter what a representative tells me over the phone or what arrangements we set up, it is null and void and the original contract is what is valid. How is that possible? If that was told to me to begin with, this account would have been payed in full before the 18mths was up. Is it a plot to get the interest by just lying to the consumer, making them believe one thing is going on just so this can happen?! The last person I talked to told me he understands my frustration and apologizes and may be able to wave the late payment fees, the amount of {$220.00} ... what?!? He also told me that the employees that handle these situations are not properly trained for this and don't always know about the various interest fee plans and how they work and that is an area they need to work on. I get it and I also understand that people make mistakes, but how am I liable for their mistakes, how am I responsible for their lack of training on certain situations. How am I supposed to know that what I am being told isn't valid. I have worked at other companies and if we make a mistake, it is on our company, not the consumer. The last supervisor that I talked to on Monday assured me that he would contact me at XXXX on Tuesday to discuss what his manager said would/could be done. no phone call per usual! I did get the notice from XXXX XXXX on Tuesday telling me that my credit had dropped XXXX pts .... due to the Wayfair account!!!!! They have all phone calls recorded and pages of notes on this account logged. I'm at a loss of words and ideas on what to do and am tired of being on the phone with them for hrs at time every time we actually do talk. I have reached out to a cpl of friends of mine that are in law and they have told me to reach out to you for help. I have attached screenshots of the " secure message '' conversation. as stated before, they have a record of all calls and comments that have gone on with this situation. Thank you for your time and patience XXXX XXXX
Company Response:
State: IN
Zip: 46239
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Synchrony bank/ XXXX XXXX XXXX acct.has reported me being 30 days late. Have never been 30 days late on this account.
Company Response:
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: On XX/XX/XXXX, I called the bank because I was experiencing issues with making payments due to Covid. The associate and I discuss options and we agreed to a 12 month hardship program with payments coming out every two weeks. The payments were taking out of my bank account as expected. I would still get calls from the bank to collect but I would say I was on a hardship program and they would say the called in error. I was informed today, XXXX XXXX 2021 that I did not meet the criteria for the hardship program. I dont know how a company can do this. First the agreed to it. Second, they showed acceptance by withdrawing the money from my account but now they are saying I dont qualify and want to put me in a program that doesnt fit my need. I believe this is misleading and borderline fraud.
Company Response:
State: FL
Zip: 32703
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: XX/XX/2021 I applied for an XXXX credit card through comenity bank. I was told Id get something in the mail. I received a MasterCard with a credit line of {$1000.00}. I registered it on or about XX/XX/2021. On my account today it says I have {$1000.00} credit line but I tried to use it today and through phone calls found out the condmity closed the account punt. They said they sent a letter but I do not recall receiving a letter about XXXX rewards MasterCard. I called the first time to see why it was closed and it took me through a menu stating that the issuer closed the card and no contact info provided to investigate. I called again, and the third and this time I didnt enter my a count number so I could get to an agent. I told her that they make it impossible to talk to a live person by putting all the layers in place and that I wanted to file a complaint. She said she didnt know how. I asked to speak to a manager and told her what happened. She say the letter says it was because I had previous negative accounts with comenity bank. I asked her then why did they approve my account? These are old accounts that have been charged off by the bank and other firms are trying to collect the debt. I told her Im trying to rebuild my credit and once its charged off how do they use that negative info to close a card they actually issued snd mailed to me. I registered the card and activated it on or around XX/XX/XXXX and yet the manager says the closure notice went out before that. She told me to go to comenity.net/ultimate rewards and there is a menu I can use to contact customer service. The issue is that the site says my account does not exist. These are deceptive business practices where they build layers of barriers into the consumer process to frustrate so they dont have to answer questions like mine. So I didnt get to submit a complaint. They make it impossible to talk to a human being or email them by making it dependent of the account info entered : this is obviously a huge error on thier part yet theres no accountability here. When I went to comenity.net/ultimate rewards I got an error message that I will attach. Also when I tried to enter my credentials I have attached that error message as well.
Company Response:
State: CA
Zip: 93611
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made a agreement with Comenity credit XXXX XXXX credit card ) for a final amount to pay and close the account. Next month they add a fee and late fees on top of the unknown fee.
Company Response:
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: 731XX
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
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 late payments on the dates below : XXXX days late as of XXXX XXXX XXXX days late as of XX/XX/2019 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: TX
Zip: 75087
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Please forward the information to Comenity Bank. Thanks!
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Comenity bank-HSN -Card I had and paid off in XX/XX/2018. I called Community Bank and they no record of me owing anything. I have an old credit report stating it was paid. XXXX from XXXX has called me and my brother ( I don't know how he got his number ). He has threatened and continued to call and wants immediate payment. He is very nasty. His number is XXXX number says XXXX, NY. He needs to be stopped. He is scamming and trying to get money that is not owed.
Company Response:
State: MD
Zip: 21771
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: False statements or representation
Subissue: Indicated you were committing crime by not paying debt
Consumer Complaint: I had a XXXX XXXX card that was opened XX/XX/XXXX. I never made a single payment towards the card and after months of nonpayment the card was closed. It was then sold to collections and XXXX XXXX picked it up. They harassed myself and other family members about the debt until the debt continued to grow so old that it became less and less. XXXX continues to report that the DoFD is anywhere from XXXX to XXXX depending on each report. I have requested full validation under Texas Finance Code Section 392.202 with XXXX response. I have disputed with all three credit bureaus multiple times and each time the debt comes back validated. It is now past the XXXX year mark when this debt should fall off and no longer be reported and yet I can not get it removed. I have requested statements from Comenity with very little luck since the account is so old. The XXXX is unable to find the account in their system and the one time they were able to they directed me to XXXX since it had been sold. I either want this debt validated with proof that even XXXX payment was made as they are claiming or I want it removed and I have had XXXX help from the CRAs with having this line removed from their reports.
Company Response:
State: TX
Zip: 77065
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for a XXXX credit card to use for the purpose of purchasing supplies and products for my salon. Business purposes. I have applied on two different occasions, and both time was denied. The reason I get is that I have had previous negative history with the company. I have requested specific negative actions to be disclosed to me. I keep getting the same answer with absolutely no specific answer other than previous negative history with them. My credit report shows no late payments, or negative remarks. I have two other credit accounts with the same company, which also has absolutely no negative actions. I only want to know what negative history they are showing to deny my credit application. Maybe my credit has been compromised? Although there is nothing out of the ordinary in either of my credit reports.
Company Response:
State: WA
Zip: 98404
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A