Comenity Bank Customer Service Issues

I am writing to seek assistance regarding a charge off on my credit report attributed to Comenity Bank/HSN. Despite contacting HSN and them having no record of my supposed debt, the credit bureaus claim the accounts have been verified without providing me with any documentation. According to the Fair Credit Reporting Act, I have the right to request and review all related documents recorded in their files. The repeated disputes have not resulted in receiving the necessary evidence to verify the accuracy of these disputed accounts. Therefore, I believe these inaccuracies should be promptly removed to protect my credit reputation and worthiness as required under Section [redacted](a)(5)(A)(i).

I have noticed unauthorized fees charged to my account periodically without explanation. Despite my efforts to pay off the balance by calling in each month, the following month a new charge appears, always consisting solely of fees. This recurring issue is negatively impacting my credit score due to the inability to clear the card balance. Unfortunately, the customer service representatives, including Michaela, have been unhelpful and lack knowledge regarding the matter. Most recently, I was advised by Michaela to ensure timely payments are made specifically for fees, even after settling the full fee balance during the previous month's call. This ongoing problem is unsatisfactory, prompting me to escalate the matter to the CFPB for resolution.

I opened a Venus credit card account last year but never received the card or an account number. Despite contacting Heather in November and Chenelle in February to resolve the issue, late fees keep appearing. I was assured by Chenelle that the late fees were removed, and my account would be closed. Unfortunately, I received another call today about late fees, impacting my credit score when I need a HELOC. I am frustrated and seek assistance to resolve this matter promptly. Thank you.

Your credit evaluation system for card approvals and limit increases is extremely flawed. Despite having a better credit history than many of your customers, I am unable to obtain a Petco card or increase my $[redacted] Kohls card limit, while receiving unsolicited increases from stores like J Crew. Despite never missing a payment, individuals with late payments and lower incomes are favored over me. I will be taking my business to Synchrony instead. I have provided my email as requested, but anticipate being ignored just like the past few months. It is illogical that I received a $[redacted] credit limit at Crate and Barrel while being denied for other necessities. Your actions are perplexing and frustrating.

I am reaching out as I have not yet received my recently approved New York and Company Credit Card. There was an error in the spelling of my last name when the card was issued, showing as "VALED" instead of "VALES". I promptly returned the incorrectly spelled card to the provided address but have not received the new corrected card. Please send my new card to the updated address: Audrey VALES, [redacted] Greentree North, Apt. D-[redacted], Clarksville, Indiana [redacted]-[redacted]. Thank you for your assistance. Audrey VaLeS.

Due to getting a new debit card and being deployed overseas on active duty, I am unable to pay off the fees on my account. After receiving an email about missing payments, I went to a store in person to pay my balance but am now facing issues contacting the bank as I do not have the account number for the card. I used my social security number to make the payment in-store. I am seeking assistance from the bank regarding the charges and possibly resolving them or making arrangements due to my military deployment. Being unable to make phone calls where I am stationed overseas is making it challenging to communicate effectively.

I recently discovered that the limits on 3 of my accounts were decreased, despite them being in great standing. I have diligently overpaid the minimum every month, and one account is already paid off, with the other 2 set to be paid off by the end of this month. I have worked hard to improve my credit score, never missing a payment even during a 6-week period of unemployment. Although I have managed to get by using credit during that time, I am now back to work and plan to pay off my accounts one by one. This decrease in my limits will have a negative impact on my credit report, rather than reflecting the positive progress of paying them off and maintaining a good payment history on all my accounts. What troubles me most is the lack of notification regarding this change, which I find very concerning.

I spent 22.5 hours attempting to receive my points from you. I was informed that I would receive $[redacted] in points. However, every time I tried to use them, they were not available. I contacted BJ’s Capital One as instructed, but they were unaware of the points. My name is Amy E Thevenin, and I have a Pink credit card and Talbots account totaling over $2,[redacted]. I am requesting a credit of $[redacted] or a store credit, but ultimately, you are responsible for honoring the points promised. I look forward to your response. Thank you.

Subject: Disputed Charge on Credit Card Account Dear Comenity Bank, I am reaching out to address a charge of $[redacted].16 on my credit card that I believe to be erroneous. I have made attempts to resolve this with Carter’s, conversing with multiple individuals, but have faced difficulties in finding a resolution. In my interactions with Carter’s, I was informed that I owe $38, which I am willing to pay, and was advised to provide written documentation regarding my credit card billing concern. The circumstance leading to this discrepancy was leaving my credit and debit cards in my car, which were potentially taken when I assisted Eva Luna Maldonado and her children during a Christmas lights viewing excursion. Despite my willingness to assist Ms. Maldonado, my financial responsibilities to my own four children take precedence. Subsequent attempts to retrieve my missing card were unsuccessful, compounded by the inability to reach Ms. Maldonado due to her transient living arrangements. I kindly request a correction of this error and the reimbursement of any associated fees. Thank you for your attention to this matter. Best regards, Heidi Chavarria

Due to Comenity Bank closing my accounts that I've had for over 20 years, my credit score has decreased. I did not request the closure and could not get to the store due to caring for my mother-in-law. I am disappointed by the impact on my credit score and the prospect of further decrease due to reapplying for a new card. I wish the bank had informed me in advance to prevent this situation.

We are experiencing issues with Triple A Visa not refunding our double payment after a sale from Bank of America. We followed their request and sent two cancelled checks as proof of payment to both banks. Unfortunately, our Visa card was declined at Costco due to Comenity supplying incorrect information to Experian, resulting in a lowered credit score. Despite customer service saying the dispute was closed two weeks ago, we have not been informed of the decision to withhold the refund or correct the misinformation with Experian. This ongoing problem has been ongoing since February [redacted].

Due to severe illness and job loss, I have been unable to make payments on my Women Within, Full Beauty, Jessica London, and Roamans accounts for May and June [redacted]. At 67 years old, I rely on my monthly SS Disability income. I have faced challenges communicating with representatives with limited English skills when trying to set up a payment plan. Despite my attempts to make small payments over the phone, I was unable to proceed. Can someone assist me with this matter? Thank you. - Roberta S., [redacted] Walnut St, Apt 14, Granger, Iowa [redacted]

I have sent two letters requesting the removal of a late payment report from my credit union as I was unaware of the late payments. Upon learning about the issue, I promptly brought the account up to date. A Comenity representative provided me with the bank's address for a written request, but despite sending the letters weeks ago and then again over a week ago, I have not received a response. This has negatively impacted my credit score. I appreciate any guidance on how to proceed. Thank you for your assistance. Sharron Harris

I was charged for a product I couldn't use and contacted the merchant within 30 minutes for a refund and replacement, but was not provided with any paperwork or reimbursement. I returned the item and rented a new one elsewhere with the Hilton's courtesy service. I have the receipt and payment details from the new vendor on the same day. Despite promises of a refund, I have not received one. I tried to dispute the charges with Customer Service, but no receipt was sent as promised. It seems to be a case of fraud and deceptive practices by Joe Speranzo & his Wife. They failed to provide a receipt and made excuses about their credit card machine not working properly. Despite multiple attempts to resolve the issue with ComenityBank and Customer Service, no resolution has been reached since January 6, [redacted].

I am a 76-year-old dealing with various health issues and preparing to move to a Senior Citizen facility soon. I am struggling to manage my accounts with your bank linked to Catherine's, Roamans, and Women Within. I would greatly appreciate it if you could send me a breakdown of the merchandise charges for each account excluding any late fees. Understanding the total amount owed for the merchandise alone would be extremely helpful. Given my situation and limited income from Social Security, I am hopeful that we can find a solution by potentially closing these accounts without accruing further late charges. Your prompt response would be highly appreciated. S.A. Rhody

I made a payment to a Comenity Bank bill that was overdue without receiving any invoices or emails. They waived a $41 late fee, but now they are asking for an additional dollar payment. I sent the full amount last month and incurred an $8.00 cost for sending it via certified mail. I'm puzzled by the additional charge. I transitioned from Comenity to Capital One Credit Card Bank, where all my accounts were migrated. Could someone clarify why there is a new charge?

This is the fourth time I am seeking clarification. My spouse and I closed our Comenity credit account earlier this year in [redacted]. After finally reaching a representative regarding not receiving any bills for months, I was billed a $41 interest charge. Following a discussion, the fee was waived. Subsequently, I promptly mailed a check for the agreed amount via registered mail, which cost $8. Confirmation of the received payment was received. Now, I have been notified that I owe an additional dollar, and I am seeking clarification on this matter.

I am encountering difficulties accessing my B&H Payboo account to make my monthly payment. Despite entering my card number, zip code, and last four digits of my SSN multiple times, the system cannot locate my account. This issue is perplexing as I was able to make payment last month without any problems. I am currently in Seoul, Korea, but will be heading back to the USA on Tuesday, July 24, [redacted]. Kindly assist me in accessing or resetting my account so I can proceed with the payments. Thank you for your help. - Ikchul Um

In the past 10 days, numerous calls from Comenity collections agents have targeted either Elisha Rosetti or Ralph Andretta. Despite not knowing which number is being called, our AI-powered scam control service intercepts these calls. The system involves an AI chat bot answering the calls, which are then rerouted to a special number, [redacted]. We have provided detailed call information to Carol in the call center directory, specifying the last 4 calls' dates and times. We await further details from the IT Director to identify the number being called, as communicated to Carol and Nina. If handled professionally, we may waive the $[redacted] charge per call and $[redacted]/hour research fee. Contact Sergei via email for future correspondence regarding our cease-and-desist directive under the Fair Credit Act. Unprofessional conduct, like Nina hanging up, may result in increased penalties based on the fee schedule discussed.

Hello, I'm Brenda S. I'm reaching out because I need to make a payment for my Ultra Beauty purchase. I received a voicemail about it, but the long wait times on the phone made it difficult to do so, especially while I was at work. I just want to settle the payment and move on. It's frustrating to have to pay double the amount I spent in-store. I'm willing to pay what I owe, but the card arrived late, and the store was unhelpful when I asked for assistance. This is my first credit card experience, so it's all new to me. You can reach me at: [redacted] [redacted]