I was initially told that i could split my$ *** reward between tow purchases by a custo...

GetHuman716661's customer service issue with Comenity Bank from May 2018

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The issue in GetHuman716661's own words
I was initially told that i could split my$ *** reward between tow purchases by a customer service representative on *******. My first purchase was around $*** so I thought the reward would cover this amount in full. I received my bill with late fees and finance charges. I spoke with Demarcus W at***-***-****x******* that the info the rep gave me was incorrect as i had to use the entire $*** on * purchase. He agreed to credit me the amount as the rep gave me a GC number rather than a hard copy. He assured me that everything was straightened out and no more late fees or finance fees would occur. On **** I checked my account and nothing was fixed. I continues to incur fianance fees and late payment charges. I called ***-***-**** and spoke with Lee as I couldn't get through to Demarcus. Lee said there was no records noted in the system of my conversation with Demarcus. He apologized and connected me with Joy. Joy said she would connect me with Mindy in Catalog who could solve the issue. After voicing my frustration to Mindy, she disconnected me. I called back and got Joy. She was very helpful and said she was with Comenity and would have to get someone in Catalog to help complete and reverse the charges. She conferenced me with Catherine and explained the situation. Catherine said she would correct the situation and give me reward for $** as a token of good will. Joy said she could now update my account and credit me for $***.** for order * ************. Conf J****. She advised me to pay $***. ** which would clear my account and prevent further charges, account would be rectified and she would also credit me with *** points on the Comeity account. Nothing more to worry about. I received the credit in the amount of $***.** and the $** from Catherine in the form of rewards in the mail and assumed my account was resolved and in good standing. Today ******* at **** cst I received a call from Comenity stating to call them back on an urgent matter.. I couldn't call right away as I was at a MD appointment. I called back at *:** pm cst to ***-***-**** listened to the prompts and discovered I now have a balance of $ *** in finance and late fees due on *******. I had to wade through more prompts to press * for a customer service rep. I got connected to a credit card offer recording stating the offer was not available and disconnected me . I tried several more times to encounter the same issue. At this point I am convinced that I'm dealing with a deceptive and fraudulent company in both Comenity and Pottery Barn. At the end of my call with Joy on ******* as I thought she had straightened out my issues that I asked for her company's address and her boss' name so I could leave my compliments on her customer service. *Joy reports to Lenexa KS Comenity branch mailing address is *PO box ****** Columbus OH *******My Pottery Barn account is ****-****-****-****. I was given several gift cards but I am honestly afraid of using them for fear of going through this nightmare again. They state that your calls are recorded for quality but they don't hav any records of the many times I've called. Frustrating and fraudulent practices. **Seeta Hammer
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Comenity Bank

Customer service issue
Reported by GetHuman716661
May 25th, 2018 - 8 mons ago
I have an issue with Comenity Bank too
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GetHuman716661 started working on this issue
May 25th, 2018 2:47am