Date Received: 2021-02-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This is regarding my XXXX XXXX credit card through Comenity Bank. On XX/XX/XXXX, I contacted them to let them know I was having trouble making the XXXX payment and asked for a deferment ( on their website they did offer COVID assistance, which was a message I read when I logged in to my account ). I have been unemployed since XX/XX/XXXX, and had been making my payments all along, but then my Unemployment benefits were stopped on XX/XX/XXXX for an invalid reason. I subsequently had to file an appeal with the state but that hearing was not scheduled until XX/XX/XXXX, so I didn't have the income for nearly 8 weeks at that point on XX/XX/XXXX. They agreed and said I would not have to pay my XX/XX/XXXX nor my XX/XX/XXXX minimum payments. Then, on XX/XX/XXXX, I logged in t my account to check it ( this is my payment due date ) and it showed NO minimum due - XXXX. At that point, my unemployment benefits had just begun resuming, so I made a small payment of {$40.00} ( again, NO payment was required ). The {$40.00} payment cleared on XX/XX/XXXX. On XX/XX/XXXX, a Sunday, the calls from Comenity Bank began, starting at XXXX in the XXXX. They called at least 8 times, and each call was from a different number ( in Ohio, Colorado, etc. ) or, showed up as a blocked number. On XX/XX/XXXX, I did finally answer one of the calls, and explained to the agent that I did in fact make a payment when none was due and told her it had already cleared. She thanked me and said she would notate the account. Well, then, the next day, on XXXX, the calls continued from Comenity. I had NINE missed calls from them on XXXX. I did not answer, figuring their computer system hadn't yet updated or something. The next day, on XXXX, the calls continued. I received THREE calls that morning ( all within the space of under 2 hours ) and I finally answered. I told this new agent the entire story and that I had just told an agent on Sunday, XX/XX/XXXX, that a payment had been made when none was required. I then said I would file a complaint with the CFPB if the calls continued, as they were harassing me. All for $ XXXX. It's ridiculous. The calls did stop for a few days, but they just began AGAIN! Today, on XXXX. I have not answered yet but decided to file this complaint instead. I have all the calls saved in my phone, and again, they are from different numbers. When I re-dial the number it says Comenity Bank, so I know it is them. If they can not manage a COVID assistance program for their customers, then they should not offer it!!
Company Response:
State: TX
Zip: 77381
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2021 I shopped at Victorias Secret store ( XXXX XXXX, Virginia XXXX and was approached by sales associate XXXX. XXXX asked me if I have store credit card. I said yes I do have the card. She then asked when was the last time I used it, I said a while ago. She said she could look at my information and reactivate my account so I can get {$15.00} coupon for todays purchase. First she needs to look up my account in the system so she grabbed the XXXX. On the XXXX I saw her quickly scrolling down to the bottom of the screen to capture my personal information. Little did I know she scrolled down the important part where it says to apply a new credit card. On the personal information, I was asked to fill out my name, date of birth, email. Then she asked me to enter ssn, I was skeptical so I asked why does it need my ssn to look up my account in the system? She said oh its required and it will let her know if Im in the system. While in disbelief I was forced to enter that sensitive information. Again, no explanation or clarification from her on what exactly she is doing ( which is to apply for a new credit card and get her sales without my consent ). I saw her quickly selected the button I consent and submitted the application. The moment she clicked on I consent I caught her and I said hold on I didnt give you consent to do anything, you never confirmed with me what Im consenting to. How could you submit it without my consent? I work in XXXX XXXX and have applied for credit cards for my clients many times. Each time I make sure I go over all terms and conditions to make sure they understand the credit card product including APR, fees, credit inquiry will occur, etc. And capture their consent when they say yes. This is not how you treat customers with ethic and care. The moment she clicked I consent without my consent, it was too late. The next screen shows Im approved for a store credit card in amount of {$1000.00} limit. Its a hard pull on my credit score and probably can not be reversed ... I said Im confused, I didnt apply for a credit card. She goes oh now you can get coupons. I said I already receive coupons. She said I would just receive more coupons. With this disheartening and deceitful experience, I spoke with the manager but theres nothing she could do to reverse the application ( hard inquiry ). The manager provided apology and coupon. I asked for the corporate phone number and she pointed out the customer number on the bottom of my receipt. I called the number today and spoke to a kind associate who submitted a case for me. According to her the case will go to a special department and they will research this, I will not get correspondence though. As for the credit card, I will have to call them myself to see if it can be reversed. The whole incident damaged my credit score and impression on the company and credit card application system in place within the company. Im speaking out so it doesnt impact more people in the future.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Purchased 2 leather recliners from XXXX XXXX on XX/XX/XXXX. XXXX was supposed to be delivered in XXXX. Got several emails stated delivery date was pushed for ward several times. XXXX XXXX XXXX on XX/XX/XXXX and spoke with XXXX and cancelled order. She stated she had cancelled order. Furthermore, I contacted the credit card company Comenity Bank that issues XXXX XXXX Credit card and closed the account. and was assured that no charges would appear. However the charges of {$3500.00} appeared on a statement for XX/XX/XXXX for the order I had not only cancelled on XX/XX/XXXX but the ordered merchandise was never shipped and the order tracking number indicated order has never been shipped to my address. To further document my intent to cancel this order I also filled XXXX XXXX XXXX complaint ( case # XXXX XXXX on XX/XX/XXXX. I also closed the Comenity Bank XXXX XXXX credit card before the items were charged. I was assured when by Comenity Bank when I closed the account that no further charges would be allowed after the closing.
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
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: When XXXX XXXX XXXX went into lockdown due to the COVID-19 pandemic, I lost my job and subsequently, the ability to make regular payments on my credit cards. I contacted all of the credit card companies - including Comenity Bank, which services XXXX XXXX customers - and requested that my account be placed into forbearance. I was told that I was placed into forbearance and that I would receive notice to resume payments in the mail. In mid-summer, I noticed that a delinquency from Comenity Bank was added to my credit report, which is inaccurate. I filed a dispute and called Comenity Bank, and was told that I never called to request forbearance - which is 100 % completely erroneous. The delinquency remains and it is negatively affecting my credit score. This is an egregious act especially during a very difficult time for those who have lost their job due to this crisis, and the only issue I am having out of all of the banks I work with is Comenity Bank.
Company Response:
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX, making a payment on the due date. XXXX marks your account late if payment isn't received by XXXX XXXX. This is ABSURD, unreasonable during this pandemic when making payments are tough. XXXX XXXX should be the standard cut off. This is another way for Big Business to use an unfair practice to access late fees. Now my account is late and I'm charged a late fee. Your credit is damaged with this unfair practice. Families are struggling at this time. Shame on XXXX. This company should be forced to return all late fees, this is absurd!!!!
Company Response:
State: GA
Zip: 31602
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX - XXXX XXXX XXXX with Comenity Bank card. The Transfer of a XXXX XXXX XXXX XXXX XXXX was supposed to be converted into a XXXX XXXX XXXX. The XXXX was opened for a 50 % of the Down Payment ( the other 50 % was supposed to be put on another card under spouse name ) The full amount was placed on the newly opened XXXX XXXX under my name. In which I did not know about so I filed a fraud claim. after several calls and emails to the XXXX company with no response & still to this day no conversion on the two accounts. We are still paying for two separate accounts maintenance fees. After, all of that I called Comenity Bank - on XX/XX/XXXX. I made a large payment of {$2400.00} in order to keep the card current and my spouse and I credit good. Comenity Bank CLOSED the XXXX without any notice or awareness via phone call or email. Comenity Bank closed my XXXX XXXX XXXX account and said it was a charge off. I did contact Comenity Bank when I was made aware of the charge off after receiving an email from XXXX XXXX and XXXX XXXX on XX/XX/XXXX - in which Comenity Bank said there was nothing I could do. And to call back on XX/XX/XXXX to apply for another card. I feel their practice was unfair and it made my credit score drop over 12 points. Please help consumers like myself : by Informing XXXX of their unfair acts Hold them accountable for their unfair statements of due to the down system you will be informed in one week, to one month to it's now a new year and we just heard back and made arrangements with XXXX representative. As for Comenity Bank - I have been current with payments and still am a good consumer BUT Comenity Bank has Branded Me as a Bad consumer that due to their bad business my spouse and I are suffering with a Bad Branded Name. Please help me Respectfully, Credit Score Points dropped low - after trusting the Commenity Bank and XXXX XXXX XXXX XXXX of XXXX California
Company Response:
State: CA
Zip: 94560
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
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: Victoria Secret Credit Card services marked my credit report as late on XX/XX/2020. I was infected with XXXX from XXXX 2020-XXXX 2020, I was hospitalized ands requested that this be suppressed from my credit due to the exigent circumstances.
Company Response:
State: CA
Zip: 92346
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Sir, I was on 0 % interest payment plan on with my above Wayfair account. I paid the monthly amount without any delay till XX/XX/2020. On the month of XXXX I paid the total amount due in full, Unfortunately due to pandemic Comenity bank received the payment after three business days after my payment plan ended. The delay in receiving was due to pandemic reasons. Bank charged me over {$850.00} in interest for the three days delay even in the middle of the pandemic. I talked to the customer service team over 30 times. Every time I talked to the customer service team they agree with me it is unfair to charge this enormous fees for three business day delay and they will say they will speak to the surer wiser and remove the fees. Till now the fees has not been removed and I was getting charges on the late fees. Pls. consider my case and remove the late fees and interest charges charged me for the delay in receiving the payment by three business days. You can be reach me at XXXX for any questions. I expect a fast remediation of this issue.
Company Response:
State: NC
Zip: 28104
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XX/XX/XXXX To whom it may concern : I would like to file a complaint against Comenity Capital Bank/XXXX. Comenity Capital, has fraudulently placed a credit card account onto my credit files as a charge off, for a balance that I do not owe. Comenity Capital has deceptively charged off a credit card account in the amount of {$360.00}, a balance that I do not owe, and should not have owed. They have refused to remove this fraudulent balance off of my credit files, they have went so far as to pass on this false fraudulent account balance information to a collection agency. The account ending in XXXX was paid in full several times, but Comenity Capital kept adding false fraudulent late fees, and charges to the account, thereby refusing to show that I had paid off the account. ****As my attached statement shows, I owed Comenity Capital, {$62.00} as my TOTAL balance due on the account in question, with a payment due of {$27.00}, as of the due date of XX/XX/XXXX. I made payments to Comenity Capital in the amounts of XXXX, XX/XX/XXXX, ( Confirmation # XXXX ), as well as XX/XX/XXXX I paid {$36.00} ( Confirmation # XXXX ), these two payments were more than enough to pay off what I owed to the account. What Comenity Capital has done for months, out of spite, is to continue to add a {$39.00} loan sharking fee each month, along with finance charges, to a false past due balance that they have created on the account, and have ran this balance up to the {$360.00}, a balance that they have falsely placed onto my credit files. I am attaching a copy of my credit report, and on the report you will see that they are not showing the true information as to how they have come up with the false fraudulent balance that they are trying to make me responsible for, the {$360.00}. When you look at my attached credit report you will see that in XX/XX/XXXX, they are falsely claiming that I owed {$91.00}, when in actuality as the statement that I have sent in with my complaint shows, I only owed them {$62.00} for XX/XX/XXXX, and I really should have owed them nothing. As stated previously, I have paid this account off several times, and they have continued to do the same thing. I feel that out of spite they are slandering my credit, because I have complained about them in the past, the fact that they have stolen from me with this same credit card, I have returned all sorts of merchandise back to XXXX, and neither XXXX nor the bank has given me my money back for the items that I had returned in the past. XXXX removed the online account that I had, had with them, the area that showed each item that I had purchased, and I could have shown my returns by item, and when I contacted Comenity, they did not care. They continued to have me to pay for merchandise that I had already returned, they pretended as though they couldnt do anything to assist me in finding out what happened to my returns, even the shipping labels that were sent back inside the return packages, meant nothing to any of them. That was hundreds of dollars that they took from me, I had returned full orders at a time before, because the items were not of good quality, or as pictured online by XXXX, yet the stuff disappeared, and Comenity had me to pay for all of it, and I paid because I didnt want my credit ruined. I paid them more than what I owed, and even down to the last payment of the {$62.00}, yet they come back still loan sharking me, and slandering my credit for what I dont owe. They have this account looking as though I have done business with them in XXXX of XXXX, each month they have been adding fees that I should not have owed. I have paid this account off in full more than once, and I am not going to pay Comenity Capital Bank another dime, especially for debt that I dont owe. I want Comenity Capital/XXXX, to cease and desist from contacting me ever again, about this fraudulent debt. I would like the Consumer Financial Protection Bureau fully involved in my complaint, any communication from Comenity/XXXX is to go to the CFPB, and the CFPB can contact me.
Company Response:
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I lost my job in XX/XX/2020 due to the pandemic. I reached out to credit card company to inform them that I was struggling to make payments. they assured me that any late fees that were applied would be credited back into the account and no payment would be due until I was able to make payments. Ive tried to resolve this issue but the reps just tell me they cant due anything and I have to pay the {$150.00} in late fees.
Company Response:
State: IL
Zip: 60435
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A