Date Received: 2021-10-12
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: Assuming that autopay was enabled, I did not initially notice when I missed a due date for a minimum payment of ~ {$35.00} ( on a total balance of ~ {$80.00} at the time ) in XX/XX/2020. I have most of my accounts ( including a different store credit card account through this same bank ) set to autopay, and had not realized that autopay was, for some reason, not an available option for this account at the time. The late payment notice was filed with the credit reporting agencies before any attempt was made to contact me to resolve the issue- when I was notified and contacted I immediately paid off the balance in full. I have attempted to work directly with the bank to get this mark removed from my credit report, but they have refused to make any adjustments.
Company Response:
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I went to use my card today and to my surprise my transaction was declined. I immediately contacted Comentity Bank and was placed on hold after giving them my informatio, so that they could look into this matter. After the rep came back, she asked me a few security questions and verified the answers, then proceeded to ask he to provide my drivers license p, social security card, and utility bill. I asked to speak with a supervisor at this point, shortly after being connected I mentioned that I had sent these documents in already and had them notarized. She placed me on hold to check and them came back and mentioned that the hold would be released. I then stated that I would send a copy of my lease agreement to show my new address, I was then told it had to be reviewed and she would follow up in a few hours. A couple hours go by and I received a call from a XXXX at extension XXXX asking me for resubmit all documents, drivers license, social security card and a bank statement. At this point this has been harassment and XXXX discrimination. This is my 3rd time having to submit these documents, they also conducted a hard pull on my file without my authorization or making me aware. I am truly tired of the XXXX discrimination this bank is conducting, it is wrong and needs to known. I have never been late on any payments and have stellar credit. Ive gone thru less scrutiny on much more important matters, this is completely unacceptable.
Company Response:
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I opened this credit card ( The Children 's Place, XXXX XXXX ) in XXXX, and made a purchase. At the beginning of XXXX, my family contracted XXXX, I was the first. I was unable to move for several days, and became severely XXXX. I eventually had to go to the XXXX XXXX for help. We are a family of XXXX, and it took us 2 months to get through XXXX, with my husband also ending up in the XXXX XXXX. Needless to say, I was unable to pay any of my bills during this time. Thankfully, most of my other bills are on autopay, but this was a new card, and I had not had a chance to set it up. When I called, I have been charged 2 late fees. One of them was waived, the other I had to pay, even though this was due to a circumstance that most companies are being more lenient with. I told the representative that I wanted to just pay the full amount and be done with it. The representative took my payment and said the account had a XXXX balance. I sent a letter to the company, asking the late payments be removed from my credit report, as I am in the process of purchasing a house. It was denied, again, even though the cause of the late payment was XXXX related. I received a couple more statements in the mail, but did not open them, thinking they were just {$0.00} statements, as I had paid everything in full. When I opened yet another statement today, there were 3 more late fees added. I called and spoke with an incredibly rude customer service representative who then transferred me to a supervisor. The supervisor waived 2 of the late fees, and I had to pay an additional {$47.00} in order to again bring this account to XXXX balance. I requested the account be closed immediately.
Company Response:
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
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 returned an item for exchange ( {$77.00} ) to XXXX in XX/XX/XXXX The item was credited for the return in the amount of {$55.00} on my statement dated XX/XX/XXXX Shipping and handling fees totaling {$22.00} were applied but I was waiting for the replacement to arrive before I paid anything else. The replacement item never arrived but in the meantime they applied late fees and finance charges every month for months. They sent me to collection by XX/XX/XXXX and were harassing me with phone calls for several weeks. They coerced me into agreeing to an electronic payment out of my checking account. I thought it would be for only the shipping charge but they did an electronic debit on XX/XX/XXXX in the amount of {$71.00}. We finally got someone on the telephone weeks later to investigate the charges. Next thing we knew, a refund had been applied to my account on XX/XX/XXXX for the amount of {$71.00}. No communication from the company as to why or what their findings were other than the credit, so we assumed that the matter had been closed. In XX/XX/XXXX, I received a new statement stating both CREDIT BALANCE REFUND {$71.00} as well as NEW BALANCE {$71.00}. This did not make sense. I called ( with the help of my daughter, who has Power of Attorney ) their Customer Service department on XX/XX/XXXX and spoke to three different people. The first person ( I believe his name was XXXX ) said yes, he could see the problem on the account but couldnt help me. He transferred me to someone named XXXX who informed me that the refund was a mistake and that we still owed the balance but could not explain what that mistake was or why this would be true. Over 45 minutes later I was transferred to someone named XXXX ( Badge # XXXX ) who still could not help me. As a result, we sent written PoA information with a letter confirming details of the dispute in XX/XX/XXXX. Within a month ( XX/XX/XXXX ) I received confirmation that they had received my dispute and said they would notify me of their findings. I heard nothing. The bills continued to come in each month with no other communication. Now the latest bill ( dated XX/XX/XXXX ) has ballooned to {$270.00} and they are again threatening me with collection for an item that was returned for exchange and no replacement ever issued. In XXXX, I offered to pay the original shipping fee of {$22.00} but they will not respond to me other than sending more invoices. I do not want to pay until I have it in writing that they will close this matter permanently once the original shipping charges have been paid.
Company Response:
State: CA
Zip: 94533
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I made a my last and final payment to Comenity Bank Wayfair on the the XXXX of XXXX. They did not process the payment until the XXXX of XXXX causing the account to accrue interest and fall in to collection. The payment was absolutely made on time prior to the due date. Wayfair held on to the payment so that interest could be charged.
Company Response:
State: MD
Zip: 21701
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I had a XXXX credit card with a promotion to pay no interest for a year. In XXXX I decided to pay it off, so I paid the account off in full, based on the statement balance on XX/XX/21. I had a {$29.00} returned check fee and a {$2.00} charge for interest on XX/XX/21, that didnt appear until my XXXX statement, because I thought it was paid off, so I did not look at the statement since it would have been XXXX. That statement had the returned check fee from XXXX. They then sent another statement for XXXX, and I opened that because I wondered why I was still being sent statements with a XXXX balance. That is when I realized that when I changed bank accounts, the timing must have conflicted with the auto-draft, and that is why the returned check happened. I paid well in advance of the total balance on XX/XX/21 that is due in XXXX to fulfill the advertised promotion of no interest for a year, so I feel I was taken advantage of by confusing advertising and then XXXX late charge showing up in a XXXX statement, so I called to see if they would reverse it and they would not. Trying to establish credit with banks that prey on younger customers that are not as financially savvy. I escalated the call twice and they kept quoting policy instead of working with me since I paid so much off early. I feel this bank is only concerned about their profits and not doing the right thing. I am learning the interest free advertising is deceptive, not fair and an easy trap with loopholes so they can make a lot of money in fees, even when the customer is trying to do the right thing. This bank obviously built this product to prey on customers through multiple ways to get more fees and interest through the lifecycle of the promotion. It is not designed to help customers finances, but is designed to charge extra fees. I called XXXX XXXX when a payment did not go through when I changed bank accounts ( same time as the above ), and they gladly refunded me the fees without any hassle. Although I will hit many feedback sites with my warning about XXXX and Comenity based on their confusing and deceptive advertising and non-caring customer service, I am asking the Bureau to investigate this product and the amount of fees that customers are being charged to determine if this is a legitimate product to help consumers, of if it is a deception that preys on lower FICO customers in order to charge extra fees and that only put lower-income folks in financial trouble especially when job losses due to COVID probably cause most of the issues with repayment, like in my situation.
Company Response:
State: VA
Zip: 23059
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX XXXX commenity bank is terrible customer service. I had returned an item I purchased and the amount was credited back on the account. I made an initial payment with a representative and the wrong account digit was entered the payment was never processed and i was never notified of this. I then recieved a 2nd statement, a late fee and a finance fee. the finance fee was chanrged due to representative not completing the correct payment digit on my bank account and i was held responsible for this. the comapony told me there was nothing they can do and i was responsible for it. i then was never notified my accunt number changed in their system transfer so upon calling in to follow up with so much trouble a represenative could not access my information because i had an old account number. the commentiy bank has terrible customer service. very unclear communication. statements can not be accessed online because the web site will not let me access password reset. there is no represenative who can give me a full account number. this whole process is a nightmare and very difficult to get a straight explanation from peole who work for the company.
Company Response:
State: NY
Zip: 10710
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2021, Wayfair debited from my checking account for merchandise I never ordered or received. This occurred 2 times on the same day. One amount for {$800.00}, and the other {$180.00}. I did not order these items. Additionally, my bank charged me a {$30.00} processing fee. I have contacted Wayfair via the telephone and was told this matter was going to be referred to Wayfair 's XXXX team. To date, I have not received a credit refund back from Wayfair. These debits from my checking account have place hardship and as a result, I am not able to pay my monthly bills.
Company Response:
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30days and I haven't received any dispute results.
Company Response:
State: IL
Zip: 60466
Submitted Via: Web
Date Sent: 2021-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have disputed this account a number of times and the company is responding to me as verified but not providing any proof on how the debt was verified. Comenity Bank had violated my consumer rights.
Company Response:
State: TX
Zip: 77581
Submitted Via: Web
Date Sent: 2021-10-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A