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Complaint Details
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Initial Complaint
12/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Over the past couple of weeks, I received numerous unsolicited calls from Comenity Bank. They did not leave a message. When I saw on November 28, 2021, that they tried to call my work number, I called the number back. They wouldn't tell me why they were calling me until I gave them some private information for security purposes. I was uncomfortable with this because I didn't know who they were and why they had called me. I'm a certified fraud investigator and am very careful about who I share information with. After going back and forth with the agent, I finally gave the information because I had a feeling I was calling collections and wanted to find out what was going on since they never emailed, texted or left a voice mail. I was told that my bill had come back to them for a bad address and I was past due because of it. I corrected the address and they reversed the late fees. I was told the total amount owed was $****** and I said I would send the payment on that day, which I did. I received an email on December 1, 2021 from them saying they received the payment. This morning, December 2, 2021, I received notice from the credit bureaus that they reported me for a payment of $** past due over 30 days. The agent, #PA03, told me she would make a note that my payment was coming and I thought that was enough. She had ended the call with a snarky comment and hung up without saying goodbye and now I'm worried that she reported it to be petty. I have evidence that I paid the bill and spoke with the bank this morning who confirmed receipt but they told me there was nothing I could do through the Collections number. They had numerous ways to reach me and let me know there was an issue with no payment due to a bad address. I paid it immediately once I learned. I attached a copy of the email showing payment. Please have Comenity Bank reverse the negative mark on my credit.
Business response
12/03/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Initial Complaint
12/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Wednesday December 1 I attempted to make a purchase online in the ******** app. To which I was given a message that stated that my card was declined. I tried two more times which apparently resulted in my card being charged over and over in the amount of ***$ leaving me with a balance of 52$. There is no order in the queue only that my cart still has the same eight items as it did before I was charged! I have been on the phone being passed around to different departments for over an hour with no answer other than another department can help me! At this point I want my credit restored back to what it was because I will not pay for items that will never be sent to me!Business response
12/03/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Initial Complaint
12/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 9/13/21 I bought something in store using the Comenity card. On 9/27/21 I made a payment from my bank for the full amount $******. I have proof that this payment came out of my account on the 27th and that **************** not only received but that they also accepted the payment. However, on 10/10/21, I received a late fee and another bill for the original amount plus the fee. I called the help line and was told that the fee would be removed (it wasn't) and to contact my bank about the issue. The bank found no problem on their end. I waited to see if the bill would be removed as per instructions. Instead, I received more fees on 10/15, 11/10, and 11/14. I called Comenity again. I was told someone would look into it, and to make an online account to watch the transactions. Nothing has come of this. I already sent this information to **************** and their online website had some technical issue and erased the email. I was messaged to send it again. Why is this charge, and all of the late fees, still on my account if they have the money?Business response
12/03/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Initial Complaint
12/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased two items from *** ******** at the store and charged it to my *** ******** account - the gentlemen put me in a promotion for 36 months and monthly payment of $54 a month yet my statement shows $150 a month. Please fix this ASAP!!Business response
12/03/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Initial Complaint
12/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I reopened my ******** credit card through Comenity Bank 8/13/21 and received my first statement for the new account 8/19/21 via email. My first payment was made 9/12/21. I was under the impression I had paid my account balance to $0 so I was not looking for a statement in September. When I received an additional statement in October, I made a payment 10/25/21 confirmation number ****************. This payment was for $***** to apparently cover a late payment fee. This late fee made no sense since I paid the balance off less than 3 days than it was charged but I paid it anyway. No additional correspondence was received telling me that this payment did not complete successfully until I got another statement in the mail on 11/22/21 for yet another late fee. The next day I received a credit alert for this account showing delinquent on my credit report. I spoke to 2 different people at Comenity Bank to end up with 2 late fees being waived. My first issue is that I was apparently given less than 30 days to make my first payment. Second, having a late payment report to my credit has resulted in a 52 point drop in my score. If you were to review my history you would see that I have not had late payments in years! I want the late report reversed and all late fees to be waived.Business response
12/03/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Initial Complaint
11/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Overcharged for items I did not receive. Sent proof of what I ordered and they sent the claim in for dispute.. I lost the dispute and am still being charged for items I did not receive. I have dealt with this for going on a year now I've called multiple times to dispute and sent emails. They see what happened and finally sent it for a dispute. I ordered items on line and went to pick up and they didn't have all the items. So they charged the card online and then again when I picked up 2 of the 4 items. I have my original order screenshots and the order that was picked up... they now have sent me to collections and called me today again to make a payment and said that they already sent me to collections.. so they are trying to get double payment.Customer response
12/01/2021
Ulta is the retailer I used with there ultamate rewards credit card through comenity.Business response
12/03/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Customer response
12/03/2021
I accept the business's response to resolve this complaint.
Regards,
***** ******Initial Complaint
11/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Venus sells apparel online. I had a balance of $12.30 which I paid online on 6/7/2021. For some reason my payment did not process. So in July I had a fee due of $26.60 which I paid. They did not process my payment till 7/21/2021, and it cleared my bank on 7/23/2021. I called my Bank to verify this. The payments are due by the 17th of each month. . I spoke with a Customer Care gentleman on or about September 2021. We could not view my account for some reason but he seemed to think it was just a late fee charge and assured me he would investigate it and if in fact that was it he would delete the late fees (there was several by then) and the account would be up to date. I did not hear any further from him. I received statements which were exceeding by $40.00 per month. I called numerous times, my sister called, my DIL called and we could never get anyone to reduce those fees, just RUDE and hateful people. Therefore I have paid 2 late fees which I really did not owe and they continue to add late fees each month and will not consider removing these other fees. Now they are charging $40.00 per month as a late fee. I have never heard of such horrible Customer Service especially from a Really Good Customer who used to buy quite alot from Venus and returned after many years. I am a senior citizen and can not afford to keep paying these fees. They do not give any reasonable resolution either. I feel Everyone needs to be aware of such Horrible Service. I will NEVER shop with anyone who uses Comenity Banks as a Source of Receiving Payments I wish we could resolve the issue because I do pay my bills timely. i requested they close the account in September when I realized what a Mess this had become. I am aware that closing an account is not good for my Credit Report but I felt it necessary. However they continue to add Additional Late fees even though the Account has been closed since September 2021. TY ***** ****** ********************Business response
12/01/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Customer response
12/03/2021
I felt it necessary to respond because I certainly do not want to drop the issue. I am awaiting a more decisive action.
thank you
***** ******
Initial Complaint
11/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
In September of 2020 we were late on our payment and our account was made inactive. It was an oversite on our part (we were sick for several weeks with COVID) but our payment history was outstanding. We used this credit card for everything and 90% of the time we paid it off in full and were taken back when they cut us off without notifying us that we missed a payment. We worked with with BJ's to try to get this resolved and actually BJ's felt so bad for us they gave us a gift card as their way of saying they were sorry even though it wasn't their fault. At the end of September we paid off the account and closed it. In October the card that we closed out was charged $9.99 for a news paper subscription but because the card was no longer active the charge should have been declined and wasn't. I immediately got on the phone with the bank to dispute it but have not had any luck. We kept getting charged the $9.99 per month from October through April and once again the card was canceled on September. I have spent at least 40 hours with the bank trying to get this resolved and it keeps falling on deaf ears. They say that they are going to take care of it and don't. They are now charging us a $40 late fee and the balance on a closed account is now up to $229.78 and every month we get a call and have to explain the situation again in hopes that it will get resolved. I am on the phone right now with them while I'm filing this complaint. After working with them for 45 minutes they just hung up on me! Due to this issue my credit score has gone from an 803 down to a 660. Which we are also asking them to reach out to get our credit restored. Anything that you can do would be greatly appreciated.Business response
12/01/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Customer response
12/30/2021
We have not heard back from the bank.*****************Business response
01/12/2022
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
11/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received an email from Wayfair stating they’re closing my account. They closed it Sept. 11, 2020. There was still a balance left on the account. I was paying down the amount and noticed that the amount wasn’t going down as it was suppose to. Come to find out, they’re still charging me every month as if the account is still open! That’s not right! They’re reporting to the credit bureaus late payments and everything. This isn’t right. They closed the account on their behalf, not me. And they’re still charging me on a CLOSED account!Business response
11/30/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Initial Complaint
11/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
July 2015- April 2017 I opened up a credit card with Victoria Secret/ Comenity Bank in Aug 2013. At the time of opening this account I wasn't aware of what I was expected to do, nor did I know the implications of getting a credit card so young. It was a bad decision on my part, I wasn't able to pay on time every month because I wasn't making an income to support this. Now as an adult I am unable to get approved for a credit card or to purchase a car because of these negative remarks. I would like to see if they can get removed off of my credit report so I can move forward.Business response
11/30/2021
We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.Customer response
12/01/2021
I accept the business's response to resolve this complaint.
Regards,
****** ******
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Customer Complaints Summary
5,730 total complaints in the last 3 years.
1,515 complaints closed in the last 12 months.