Date Received: 2021-04-16
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 was using my Wayfair card for many years, linked with Comenity Bank, and made purchases and payments electronically. In the midst of covid and selling our home and moving, Wayfair changed their bank to XXXX. On XX/XX/XXXX, I made an electronic payment to Wayfair ( Comenity ) of {$3000.00}. I closed my Wayfair ( Comenity ) account and opened a Wayfair XXXX XXXX XXXX account. I called XXXX and asked why I was not credited the XX/XX/XXXX payment. After I provided a copy of the XXXX XXXX XXXX XXXX, XXXX issued the credit. XXXX 's own Account XXXX, Closing Date XX/XX/XXXX, reflected the XXXX payment. Now, after all the money I have spent at Wayfair for our new home, my customer loyalty means nothing as the current Statement from Wayfair ( XXXX XXXX, closing date XX/XX/XXXX, has a balance of {$4000.00}. It isn't so. My Husband is XXXX and I am XXXX so the stress of this back and forth is not helpful. Thank you for helping.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: As of XX/XX/2020, I have sent monthly letters to XXXX asking them to provide that those accounts are indeed mine. All letters are attached to this complaint. I have not received anything from that XXXX to justify their collecting attempts and reporting it on all three credit bureaus. Where in their comments on my credit report they stated " meets FCRA 611 ( 15 U.S.C. 1681I ) requirements ''. I sent out letters pertaining to these account they are reporting to the credit bureaus and in no WAY are they are " MEETING FCRA REQUIREMENTS ''. I asked for verification and I have received nothing. Per FCRA requirements, if I am not supplied with the evidence after 30 days THOSE ITEMS WILL BE DELETED FROM ALL THREE CREDIT BURUREAS.
Company Response:
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
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: In XX/XX/2021, I was shopping for a sectional with recliners for my living room. Because I have two sons who are XXXX '', I wanted something that was not only comfortable but that would accommodate my sons. I was looking at options on the Internet and I saw a sectional advertised on XXXX XXXX XXXX 's website that caught my eye. XXXX XXXX touted that sectional as being incredibly comfortable by describing it as " comfortable seating for the whole family '' ; the " best amount of comfort '' ' ; providing " full comfort '' ; etc. ( see attached descriptions ). I subsequently visited XXXX XXXX 's store in person and met a salesperson named XXXX. I specifically told XXXX that I was looking for a sectional that was comfortable and could accommodate my sons who are XXXX ''. XXXX showed me a few sectionals, including the one that I saw on the Internet. I was reluctant to sit on the sectional due to the XXXX pandemic but I sat on it anyway for a few minutes. I obviously could not tell whether it was comfortable so I asked XXXX whether the sectional was as comfortable as touted on the Internet. I also asked about the size because it appeared narrower that the couches I had at my home. XXXX told me that XXXX XXXX had been selling that model for many years and it was very popular so it had to be comfortable. He also told me that it was a XXXX style so it would be slightly smaller than most sectionals but not by much so it should not be a big deal. I again stated that my concern was that my sons fit in the recliner and he assured me that they would so I purchased the sectional and paid approx. {$3500.00} for it including delivery with their promotional advertisement of no interest payments by charging it on an XXXX XXXX credit card. When the sectional was delivered weeks later, it was not comfortable at all. In fact, it was as hard as a rock. When one of my sons visited me and sat on the recliner, I was shocked to see that he did not fit in it as his feet were hanging off the end. At that time, I realized that I had been lied to. I called XXXX XXXX and left a message for XXXX but he never called me back. I called again a few days later and learned that he was no longer working there so I asked for a supervisor and was told that the supervisor was busy but would call me back but he never did. This pattern of me calling and leaving messages for the supervisor that were unreturned continued for some time until XX/XX/2021 when I called and asked for the name of the supervisor. I was told it was XXXX so I left another message but again XXXX never returned my call. I called back on XX/XX/XXXX and complained yet again. XXXX finally called me back that afternoon and after listening to my complaint said there was nothing he could do. I asked to speak with his supervisor ( which he said was Adonis ) and after placing me on hold for a few minutes, XXXX came back and told me that XXXX ' answer was the same as his. I pleaded to please allow me to exchange the sectional for another one due to the misrepresentations that were made to me and the deceptive and misleading advertisements but he again told me no. I then noticed that the XXXX XXXX credit card statement which I used to finance the sectional stated that I could commence a dispute if I was not satisfied with my purchase so I called the number on the back of the credit card statement that same date ( XX/XX/2021 ). After explaining my complaint to the representative, I was told that she opened a dispute. The representative told me that none of the boxes that she could check fit my complaint so she was going to select one that appeared to be the closest. I told her that that description was inaccurate and she told me not to worry because someone from the bank would contact me later to request additional information and I could provide it at that time. I waited and waited but nobody from the credit card company contacted me. On XX/XX/2021, I received a letter dated XX/XX/2021 from Comenity Bank stating that the bank was researching my claim and if it would send a notification to my address on file if it needed additional information. ( see attached letter ). Upon receiving the letter, I called the bank for an update and was told that my claim was denied. I asked how my claim could be denied when nobody called me for the additional information and the representative ( a male whose name I do not recall ) initially told me that it was because the bank requested information from me but I never provided it. I stated that nobody from the bank ever contacted me and asked how the request was made. The representative told me that an email was sent to me at " XXXX ''. I told the representative that that was not my email address and asked him to read to me what the email said. He then put me on hold and returned after a few minutes telling me that my claim was denied because XXXX XXXX had responded to my dispute and stated that the merchandise was not defective. I explained that I never claimed the merchandise was defective but my complaint was about the deceptive and misleading advertisements and the misrepresentations that were made to me in the store. The representative told me that there was nothing the bank could do and that I needed to try to resolve my dispute with XXXX XXXX. I then asked to speak with his supervisor and I was connected with a woman named XXXX. I explained everything to XXXX and she told me that I could resubmit my dispute or try to resolve it with XXXX XXXX. I asked to speak with her supervisor and I was connected with XXXX ( not sure about the spelling ). XXXX told me that Comenity Bank had paid XXXX XXXX for the purchase and the only way that I could get a refund or exchange is if XXXX XXXX agrees to it. I told XXXX that I had tried to resolve my dispute with XXXX XXXX and was told there was nothing they could do. I also explained that XXXX XXXX is never going to admit that its advertisements were misleading and deceptive and that it would never admit that its salesperson made misrepresentations to me. I also explained that Comenity Bank had mishandled my dispute. XXXX apologized and said that she would try to resubmit my dispute but there was nothing else the bank could do. I would like the CFPB to investigate XXXX XXXX and Comenity Bank. Their dispute process appears to be an utter sham. How can credit card company ( Comenity Bank ) tell a customer who was ripped off ( me ) that the only way to get a refund or exchange is if the merchant who engaged in the wrongdoing ( XXXX XXXX ) agrees to it? Under that scenario, no customer would ever get their dispute resolved fairly. That is a sham process and it should be investigated by the regulators. Credit card companies should issue refunds to customers who get taken advantage of and should issue a chargeback to the merchant. The consumers should not have to suffer because of this sham dispute resolution process. I would like the CFPB to refer this to other agencies as well as I am sure that I am not the only consumer who is going through this nightmare.
Company Response:
State: FL
Zip: 33018
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Frontgate has reported late payments in XX/XX/2020, when the account was not late. I have supplied information regarding this and still they have not made the change
Company Response:
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Comenity Credit Card and its Credit Bureau Disputes Dept. closed both of the credit card accounts listed below and sold them to XXXX XXXX XXXX XXXX. XXXX XXXXXXXX credit card closed by Comenity on XX/XX/XXXX. XXXX XXXX credit card closed by Comenity on XX/XX/XXXX. XXXX has removed both accounts from the credit report under the " Collections " section but Comenity still shows this account as delinquent under the " closed account " section of my credit report. I called Comenity regarding the concern and I was told that they were unable to provide any information on these closed credit card accounts as it pertains to them being removed from my credit report, although they removed the XXXX XXXX XXXX account which was in dispute. I advised that all credit card accounts listed needs to be removed as they're still looking like outstanding items on my credit report.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I tried to send them a letter last XXXX asking for proof that I was late on payment because they are reporting erroneous inconsistent account information. Tracking number : XXXX I never received any response from them and they did not update the credit report as disputed. COMENITY BANK/NY & CO is violating the CCRAA for reporting this account with inconsistent and inaccurate information that I disputed which they then did not update to the credit reporting agencies as " disputed '' and continues to report inconsistent account information which is in direct violation of the FCRA, CCRAA and XXXX FDCPA.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
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: 021XX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Comenity Bank is reporting a late on my credit file for the months of XX/XX/XXXX, XX/XX/2020. Due to the unforeseen events surrounding the Covid Pandemic I was severely financially impacted. Under the federal mandate and CARES act put in place you are not allowed to put late notations on my credit file. I have had an account with you for a very long time and this is extremely disappointing. I ask that Comenity Bank makes a goodwill adjustment and remove the late notations from my credit file.
Company Response:
State: UT
Zip: 846XX
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: They call me 3 times a day and leave me voicemails regarding collecting money. This account has been closed since XX/XX/2020. I never opened this account myself. The constant calls are causing unnecessary stress while Im trying to work. I have tried 2 times to ask them to stop contacting me and to remove this and have not heard from anyone. I never even received notice of debt collection or verification of debt.
Company Response:
State: CA
Zip: 95610
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I opened up a XXXX XXXX credit card, financed by Comenity Bank in XXXX of 2020. The intent was to purchase furnishings for my new home. I purchased a bedroom set with the card in XXXX, and XXXXXX/XX/XXXX charged my card for the full amount, however I never received the goods. It took me 4 months to get a credit back to my account for goods that I never received. A XX/XX/XXXX telemarketer input false information about my account, stating that I received the bedroom set, and the headboard was damaged and I was waiting on a replacement- this was all fabricated lies. I never received ANY furniture from XXXX XX/XX/XXXX. After numerous phone calls and wait times and hold times to be transferred to supervisors - I finally got a supervisor who apologized to me and promised me a XXXX XX/XX/XXXX gift card on XX/XX/XXXX for all of the problems I experienced. So I tried again to order another bedroom set. This time the order was to be arriving in one month- but by end of XXXX the representative told me the order would not get to me until XXXX. Again I tried to cancel this second order- and was put on hold - ( on XX/XX/XXXX ) and Supervisor was very rude- said I can not get the credit back and when I asked about the Gift Card- She said I was not getting anything - I asked but 'what about all the problems I have had and the fact that the Customer is always right ' / and the Supervisor replied back ' Not in Your Case '!! After being verbally abused by XX/XX/XXXXteleworkers- I decided to pay off my balance and close my account- This account was paid off to zero on XX/XX/2020. So yesterday- XXXX XXXX I get a bill - from pottery barn for XXXX they decided to charge me several late fees - from just one months time- and they actually duplicate these fees on a closed account- when I called yesterday at XXXX the supervisor said she cant reimburse me the XXXX because the account is closed?? She told me the payment I made was one day late- so I got charged these fees. This is absolutely ludicrous and fraudulent and price-gauging!!!! I just want my account back toXX/XX/XXXX- I never ever ever want to deal with XX/XX/XXXX or Comenity bank ever again. - As a matter of fact, I received a customer service call from XX/XX/XXXX one week after I closed the account and I told her why I closed it. She said she was sorry to hear about my experiences- so this is how they take care of customers- by adding on another bill of false late fee charges -
Company Response:
State: SC
Zip: 29073
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A