I am reporting an issue with the Comenity Bank during Wayfair Credit Card application p...

GetHuman-skulstad's customer service issue with Comenity Bank from October 2019

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The issue in GetHuman-skulstad's own words
I am reporting an issue with the Comenity Bank during Wayfair Credit Card application process. I received a letter from Comenity Bank that they need to verify the information provided for my Wayfair credit card. I called to let them know I no longer wanted the card. (I was not interested in getting the card since the Wayfair discount offered online when ordering furniture was not available after I paid for the item.) The person I spoke with (at ***-***-****) told me that she would note that I refused to answer her questions related to my information and that a letter would be issued noting this refusal. The way this was presented sounded threatening and seemed to imply this action could result in a future credit issue. When I asked her if that was the case she said "no" which is good. But overall the interaction with this organization was very bad. When the call center person stopped talking and I was able to ask questions she kept repeating "the application process is timed and we will have to restart”. When I told her that I was calling because I was no longer interested in applying for the card, she said: *) we already started the application process and *) she would have to record that I was refusing to answer her questions. Clearly this is a response that is scripted for call center employees by Comenity management in an attempt to pressure consumers to sign up for their card even when it is not wanted. This was the worst interaction I've had with any bank in many years. I will be sure to share this experience with friends and family so they can avoid applying for the Wayfair credit card.
Comenity Bank needs to acknowledge they have an issue with the way their Customer Service Reps interact with people calling in to discuss their credit card, see issues noted above in "The Problem" section. I never heard any response back from them regarding this issue. I am not looking for reimbursement since no money was involved. It is about them recognizing an issue with the way their customer service reps treat people calling their organization. They are only focused on pushing people to complete the credit card application process so Comenity can acquire new members and so their call center reps can receive compensation for completing a credit card application. They clearly have created scripted threats that imply potential issues for a consumer if they decide not to complete a application over the phone. Shame on you Comenity leadership.
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Comenity Bank

Customer service issue
Reported by GetHuman-skulstad
Oct 21st, 2019 - 3 years ago
Not resolved
Seen by 30 customers so far
Similar issue to 2365 others
0 customers following this

Timeline

GetHuman-skulstad started working on this issue
Oct 21st, 2019 10:04pm
GetHuman-skulstad indicated the issue is not fixed yet.
Oct 30th, 2019 12:25pm

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