Date Received: 2023-09-13
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 am filing this complaint against Comenity Bank. For context, on XX/XX/XXXX, I received a phone solicitation from a travel company ( called XXXX XXXX ) for a vacation package costing {$490.00}. I agreed to purchase it after the company told me I would have XXXX days to review and would receive a full refund if asked. The credit card I used for this purchase was a " XXXX XXXX XXXX '' which at the time was issued by XXXX XXXX XXXX. I've documented my interactions with the travel company in the attached file. In short, I asked XXXX Worldwide for a refund which I was entitled to but they did not grant. I then opened a dispute with XXXX XXXX XXXX, who shortly thereafter told me they had transferred the dispute along with the entire account to Comenity Bank. The card is still active now under Comenity. Comenity 's response to this dispute has been reprehensible. XXXX, they were clearly unable to abide by their own guidelines in terms of responding to the dispute. They said they would have XXXX days, but initially appeared to have lost the dispute or closed it out somehow before that period. Over the next 6 months I had to attempt to reopen the dispute multiple times. I asked for updates repeatedly using their website 's message center and by calling their customer care line numerous times. XXXX, in all of those interactions, they clearly instructed me NOT TO PAY the dispute transaction amount. I paid for the rest of my statement balance every month. As interest on the disputed transaction started to build, I repeatedly asked if somehow the disputed transaction could be set aside or put into provisional status so that the interest would not accumulate while they were taking their time investigating the dispute. They repeatedly told me that it would " be fine '' and just to keep paying the statement balance as I had been doing. When the dispute was processed the interest would go away with it. XXXX, on XX/XX/XXXX ( in a letter dated XX/XX/XXXX ), fully XXXX months after I initially filed my dispute with XXXX XXXX XXXX, Comenity notified me that my dispute had been denied due to a technicality in the XXXX Worldwide 's terms and conditions. I strenuously disagree with this finding as I had in fact followed XXXX Worldwide 's verbal instructions and they sent their terms and conditions XXXX days later than my purchase date. There was additional context which makes me believe XXXX XXXX was essentially tricking customers into paying the fee upfront. This complaint, however, is against Comenity as they NEVER once contacted me to discuss the situation. They made a simple judgment that was incorrect with no explanation for why my dispute rationale was incorrect. I tried repeatedly to reach some in the Dispute Department to discuss the situation, but was finally told after talking to many customer care supervisors that there's no way anyone ( even Comenity employees ) can contact the Dispute Department and that their decision is final. An " investigation '' that does not involve questioning the parties involved is not an investigation. Comenity 's process in this area needs to be fixed. XXXX, beyond the disputed transaction itself, I spoke with Comenity customer care about the interest charges. Again, I had only accumulated interest charges because of Comenity 's own REPEATED instructions to me not to pay the dispute or the interest. After the dispute was denied, I was told to by customer care that I should " probably '' just pay the full balance of the dispute with the interest. I should then file another dispute specifically around the interest. I did so, and this time it was rather quickly denied in letter dated XX/XX/XXXX, because " we are beyond the 60-day timeframe '' of the original dispute. This is the definition of unfair and unjust treatment of a customer. Of course we are beyond the 60-day timeframe because of Comenity 's own flawed process and instructions to me. I have tried to speak with Comenity about the insanity of this statement, but to no avail. As such, I am opening the complaint hoping to inspire regulatory action.
Company Response:
State: MO
Zip: 63139
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
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 applied for XXXX XXXX credit card for dental work but after I paid early payments before card was used so there's no charge on the card so I want my money back but it's been over 2 months still no money back I've called and message alot of times with no response I told them to cancel my card and give my money back I don't understand why are they trying to keep my money it was the dentist office who messed up over billing at this office
Company Response:
State: CA
Zip: 91941
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
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: - Designated payments were calculated correctly by me to overpay the initial purchase amount by the expiration of the promo plan ( XXXX deferred interest ). When a 2nd purchase was made with a different total, different payment plan ( XXXX deferred interest ), different plan expiration and different purchase date ( Approx. 8 months later ), the balances were combined instead of kept separate -Because of the incorrect accounting methodology for keeping two different plans separate, Comenity Bank took my payment allocations from a totally different plan for the initial purchase and instead broke it up without my consent to cover an entirely different payment plan structure - Because of the accounting malpractice from Comenity Bank XXXX they are trying to penalize me, the customer, with thousands of dollars worth of interest and late fees. - All of the purchased item amounts have been fully paid off, and I am not responsible for paying interest due to internal accounting malpractices from Comenity Bank. - I have been trying to resolve this issue since XX/XX/2023, and have recently reported their practices to the BBB. I have raised this issue to the XXXX XXXX of XXXX XXXX where I made the purchases. - Comenity Bank is continuing to impose additional interest and late fees to this day, and have made no effort to correct their mistake, claiming that my disputes are " not valid ''
Company Response:
State: PA
Zip: 17036
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have tried repeatedly since XX/XX/XXXX to resolve a payment/credit dispute with Comenity. XXXX payments made through my bank 's bill pay system have never been applied : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have sent in proof from my bank and complied in every way they've requested. Their online system is always experiencing problems, they do not follow up promptly, and they have made no attempt to resolve the issue. There is {$300.00} floating around somewhere in cyberspace and I am getting no help from the company. I am beyond exhausted and stressed trying to deal with this company. I just want them to fix my account and resolve my credit dispute!!!!!
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2023, I made full payment with a convenience check in the amount of {$3900.00} to my credit card ( Acct # XXXX ) held by Comenity Bank. On XX/XX/2023XXXX XXXX XXXX XXXXXXXX on behalf of Comenity Bank cashed the check ( see attached copies ). As of XX/XX/2023 the funds have not been credited to my account.
Company Response:
State: PA
Zip: 17055
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Debt collector failed to send communication regarding the debt, introduction of who they are, what the debt is for, and my right to dispute. They just appeared on my credit report without notice. They must abide by the regulations and validate the debt. This has not been done. How did this debt collector, even have access to my credit report without the proper protocols and regulations?
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: The debt collector failed to send communication regarding the debt, introduction of who they are, what the debt is for, and my right to dispute. They just appeared on my credit report without notice. They must abide by the regulations and validate the debt. This has not been done. How did this debt collector, even have access to my credit report without the proper protocols and regulations?
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: The debt collector failed to send communication regarding the debt, introduction of who they are, what the debt is for, and my right to dispute. They just appeared on my credit report without notice. They must abide by the regulations and validate the debt. This has not been done. How did this debt collector, even have access to my credit report without the proper protocols and regulations?
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Subject : Request for Assistance in Removing Inaccurate Information from Credit Reports Dear Consumer Financial Protection Bureau, I hope this message finds you well. I am writing to seek your guidance and assistance in rectifying a persistent issue I have been facing with my credit reports. Despite multiple attempts to resolve the matter directly with the credit bureaus, I have been unable to achieve a satisfactory resolution. I have diligently contacted all three major credit bureaus XXXX, XXXX, and XXXX regarding inaccurate information contained in my credit reports. Unfortunately, they have not taken the necessary actions to correct or remove this information, which is negatively impacting my creditworthiness. I am concerned that these inaccuracies are severely restricting my ability to obtain loans, credit, or other financial opportunities. Which has also impacted me in a way that I have, unfortunately XXXX. I am also facing distress over all of these situations, due to circumstances that I have not done under my Social Security. I have provided all relevant documentation and dispute letters to the credit bureaus, outlining the specific errors and requesting their prompt investigation and removal of the inaccurate information. However, despite their obligations under the Fair Credit Reporting Act ( FCRA ), the credit bureaus have failed to act in a timely manner. Given the ongoing frustration and lack of progress in resolving this matter, I am now turning to your esteemed agency for assistance. I kindly request that you intervene on my behalf to ensure that the credit bureaus promptly address this issue and remove the inaccuracies from my credit reports. I trust that with your expertise and influence, we can reach a resolution in a timely manner and restore the accuracy of my credit reports. I sincerely appreciate any assistance you can provide in helping me rectify this matter. I believe your intervention will not only aid me personally but also contribute to maintaining the integrity and fairness of the credit reporting system. Thank you for your attention to this matter, and I look forward to your favorable response. Yours sincerely, XXXX XXXX XXXX
Company Response:
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Comenity capital bank violated the Fair Debt Collection Act by called me more than 7 times in a 7 day period and also called me once outside the allowed time to call. Hers is a list of times they have called XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A