Comenity Bank Customer Service Issues

I previously owned a BJ’s credit card from Comenity Bank, which I used once and paid in full after some delay. Despite not using the card again, I received another bill, which I also paid unintentionally. After contacting a representative to close the card, I did not receive any confirmation as I no longer have the account number. I am worried about the impact on my credit score and suspect potential fraudulent activities by Comenity. I urgently seek resolution, as failing to receive a timely response may lead me to escalate this matter to authorities such as the Better Business Bureau, Federal Trade Commission, National Fraud Information Center, and Securities and Exchange Commission.

I recently visited a dentist due to an issue with a tooth filling. During the consultation, the dentist recommended additional work on other teeth, including two implants. When I inquired about the cost, they offered a "good price" and suggested applying for a credit card to cover the expenses. I was assured that checking my credit score wouldn't impact it. On 5/16/[redacted], I was approved for a $9,[redacted] credit card. However, when I received a request for $[redacted] payment in May from Comenity Bank, I learned the credit was for vision services, not dental work. Despite multiple attempts to address this with the dentist and the bank, no action has been taken to refund the money. My credit score has dropped from [redacted] to [redacted], and I've been suffering health issues due to delayed dental treatment. The bank claims services were rendered, but I have not received any. My attempts to resolve this issue have been unsuccessful, and I am unable to afford legal assistance. I seek advice on how to address this troubling situation without damaging my credit or defaulting on payments. Thank you, Helen T.

I had a charge on my BJ's card which I reported to the fraud team. BJ's then cancelled my card and issued me a new one. I made a payment on the new card, but they claim it was not received, causing a possible late fee. I suspect the payment I made was directed to the cancelled card. Despite my efforts to contact them, I was unable to reach anyone after several long hold times. The payment in question was shown on my bank statement from July 11th. While attempting to update my new card information for online bill pay, I encountered issues. I am eager for a resolution as a senior on a fixed income.

I am in the process of switching banks and need to update my payment information. I need to ensure that I can make my August payment before the 10th. My name is Freda C. Hernandez, and the last four digits of my account number are [redacted]. Unfortunately, the statements I receive only show the last four digits, so I don't have the full account number. My address is [redacted] Draper Ave, Schenectady, New York [redacted]. I appreciate any help as soon as possible.

I recently received a letter indicating that a new card for my Romans account was denied. Contrary to the letter, I did not request a new card, but rather asked to add an authorized buyer to my account. I dedicated a significant amount of time trying to resolve why my online card usage was restricted, only to encounter evasive responses. Now, your correspondence suggests all cards associated with my account are no longer valid. As a loyal customer for over three decades, having had an authorized limit of $4,[redacted], I am bewildered by this development. My account number is/was 5[redacted] 3[redacted].

I experienced issues with the system being down last month, preventing me from reaching a representative when I called. Despite multiple attempts, I could not resolve an unauthorized double payment deducted from my account. The unavailability of the system made it challenging to rectify this error. I disputed the charge with my bank, but they advised me to contact Comenity. Unfortunately, my interactions with Comenity were unproductive. I am now facing a return check charge, which seems unjust as I only reversed one payment. My monthly bill is $57, yet I paid $[redacted], so the discrepancies are confusing. The customer service representative I spoke with today denied any previous system issues and insisted that I handle the double payment matter solely with them. This experience is frustrating, especially considering the discrepancies in the due amount stated by the automated system compared to my billing statement.

I have been charged twice for a return check fee of $30 each time, which was not my fault or my bank's fault. The Comenity Bank system seems flawed and needs to be reevaluated. I am requesting for the return check charges to be removed, and for my account to be cleared and closed. My bank has no record of a returned claim except for a charge of $[redacted].01, which I disputed due to an unrecognized address on my statement. My bank was unable to identify the withdrawal from my account, sparking this conflict. Moreover, I have been threatened with negative reports to the credit rating agencies, potentially damaging my credit score of [redacted] or higher. I am seeking a reimbursement for these fees and a corrected credit report to be sent to all four credit reporting agencies, as the threat of unfair and inaccurate reporting is unjust. I have been a loyal customer for over three years.

I am concerned about unauthorized charges made to my Commenity All Rewards MasterCard on July 21. Recently, I paid off my card as I couldn't reach anyone by phone and sent a check to settle the balance. I have not used the card at the Loft for months and was surprised to receive a bill and late notice today. Despite the suggestion to close the account, my card remains with me at home, used only by me and my husband. I have encountered difficulties with Commenity in making payments and closing the account. Despite being told my account was closed due to suspicious activity on July 21, I still see my account active. I want this matter resolved as I do not owe any money to Commenity.

When my Barclay's NFL Rewards card was transferred to Comenity, I was assured a new card would be sent. However, weeks passed, and no card arrived. When I called to resolve the issue, I was informed of system outages preventing me from making payments. Consequently, my account was marked as delinquent, affecting my credit score. Despite eventually paying the overdue balance, this situation was entirely due to Comenity's failure to deliver the new card and ongoing system problems preventing timely payments.

I am currently facing difficulty meeting the minimum payment by the due date. I recently experienced a 2.5% rent increase and was a victim of identity theft on multiple accounts. I am requesting to pay a reduced amount and have the penalty charges forgiven. For October, I can manage to pay $10 by the due date, but the late fees will be unaffordable for me. I kindly ask for the late fees to be waived considering my circumstances. It would greatly help if Comenity Bank could waive these fees and possibly offer a reduced payment amount for a few months. Best, M.C.

I am a Bank of America AAA cardholder and will be switched to Comenity Bank on Oct. 9. I am confused about whom to notify about this change among the companies I use my Visa card with, as it was not clearly explained in the letter from Bank of America. Will the new cards have the same numbers as the old ones? Should I use Comenity's address in Texas for phone payments to all companies? Can I pay my Visa bill over the phone without a fee using the automated system? I would appreciate clear answers to these questions. Thank you for your assistance. - K. Grasso

My credit card was compromised, and I contacted the fraud department after a long wait. This is the third time my card has been hacked in less than two years. After reporting the latest incident, they said they would investigate promptly. I requested them to deactivate or cancel the card to prevent more fraud. Instead, they offered me a new card, which I declined due to security concerns. It has been weeks, and I have not received any updates on the fraud investigation. Surprisingly, I got a letter stating that my account with a balance of $[redacted].64 was closed, with no mention of the ongoing fraud dispute/investigation for that amount. I want to dispute this charge as I do not owe this money. Moreover, why are you reporting to credit bureaus about this before resolving the issue with the fraud department? I am still waiting to hear from them.

My mother, S.P., inadvertently signed up for a credit card (ending in [redacted]) through a promotion at BJ's. Despite paying for the membership with a different card, she was charged a renewal fee on the Comenity Bank card she never received, with delayed statements. With language barriers, I assisted her in contacting the bank on 4-14-22, speaking with German, A01714, who directed us to BJ's for a refund. After facing additional charges and late fees, multiple calls to BJ's and assurances of refund requests were made. Their recent response stated the refund process is in Comenity Bank's hands. If this is not resolved promptly, I may need to seek assistance from consumer protection agencies.

On April 9, [redacted], I was approved for the FAMOUSLY YOU REWARD Credit Card with a $[redacted] credit limit. According to the receipt, the card should arrive by mail within the next 10 business days. Unfortunately, as of today, I have not yet received the approved FAMOUSLY YOU REWARD Credit Card. I have noticed it on my credit report. If the card will not be arriving, I would like to proceed with canceling it. My name is Ovita Nauta, and my mailing address is P.O. Box [redacted] Hagatna, GU 96[redacted].

I recently received a letter from Comenity Bank dated 9/13/[redacted], informing me that my VISA card account was closed due to inactivity, resulting in the loss of any accrued rewards. Despite my account being in good standing for over 12 years, I was not aware of the impending closure as I had opted for paperless communication. After contacting the Bank, I learned that a previous letter dated 8/4/[redacted] had been sent, warning of the inactivity policy. Having spoken to a second-level supervisor on 9/28/[redacted], efforts to reopen the account and retrieve my cash rewards ($[redacted].94) were unsuccessful, leading to the creation of complaint ID: [redacted]. Despite explaining the situation in detail on the website, I only received a standard response reiterating the account closure. Given the circumstances, including postal service challenges and lack of electronic notifications, I believe my account and rewards should be reinstated. Mentioning a system-wide error on 6/23/[redacted] and a class action lawsuit against the Bank for similar issues, I urge Comenity Bank, with assets exceeding $9 billion, to reconsider restoring my account and rewards.

I recently encountered an issue with my Bank of America Credit Card online account being unexpectedly restricted, just before a significant payment is due. Upon investigating, I learned that Comenity had acquired B of A credit cards, yet I never received any communication regarding this change or a new card. Not being able to access my transactions prevents me from knowing how to proceed with payment. Unfortunately, contacting Bank of America or Comenity for assistance has been challenging as I have been unable to connect with a representative. Furthermore, attempting to log into my online account with Comenity has proven fruitless. Recently, I experienced the embarrassment of my card being declined, emphasizing the urgency of resolving this issue promptly. My primary concern is accessing my transaction details to ensure timely payments and prevent potential disputes over fees.

As a new cardholder transitioning from AAA Bank of America, I successfully set up my username and password on your website to access my account electronically. However, I'm now facing issues as the system is unable to locate my information when I attempt to log in. I have tried using my account number, zip code, and last four digits of my social security number but encountered the same problem. Additionally, I have had trouble reaching customer service as I got disconnected twice. Any assistance will be greatly appreciated. Thank you, TB Fuller from Bernalillo, NM.

I'm Dawn G. from Colorado. I've had multiple conversations with Roamans regarding my closed account that keeps showing a balance. Despite paying off the account in full in July [redacted] and being assured it was closed with a zero balance, Roamans and Venus still appear open on my credit report with a $60+ balance due to alleged late fees and interest. I was never informed of any late payments or fees and even received conflicting information about a supposed "refund." I stand firm that I will not pay for charges that were not properly disclosed to me. I have contacted the Better Business Bureau as I believe this situation is unjust. Please refrain from contacting me further. I refuse to pay any additional fees that I believe are erroneous. I will share my experience with my friends and family to make them aware of how loyal customers are treated by Roamans.

In September [redacted], I reported a fraud issue to Comenity Bank, and they removed the charges. However, interest charges are now accruing on the account, and I am receiving overdue notices with increasing late fees for a card that was never activated or used. I want these overdue interest charges removed, and I would like the account to be closed. I have attempted multiple times to contact customer support by phone but keep getting disconnected. I am currently on hold for the fraud department of Comenity Bank for 24 minutes and counting. I hope someone answers soon to assist in resolving this matter. Thank you.

I did not receive my Comentity Bank card, and I mistakenly destroyed my AAA card believing it had been replaced by the Comentity card. Recently, I experienced an issue when my AAA card was declined during an international purchase, despite using it successfully for a similar transaction just days prior. Since I had not utilized the card in a while and was awaiting a replacement for my debit card due to prior problems, I am now puzzled. Additionally, I have not received a bill for the transaction, only an unhelpful letter implying I should have received one, prompting me to contact a number on a card I do not possess. I am in need of a direct contact number to speak with a representative. - Rev. J. B. Glenn