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Complaint Details
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Initial Complaint
12/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My name is ****** **** and I had opened up BJ's Mastercard account which was managed by Comenity Bank. In 2018, I called Comenity Bank and told them that I had moved out from ********* ******** ** ****** ******* in 2017 and since there are no BJ's club near-by, I called them up and cancelled my credit card. They charged me $99 as the yearly maintenance fees for that however, due to my home putchase application in *****, I ended up paying this illegal charge of $99 to close the account, Instead of closing the account, they kept my account open and charged me $199 including late fees in order to continue milking customers like me. With this complaint, I am asking them reverse all charges and refund me all monies charged to my account since 2018 to 2021 and reverse all negative credit inquiries immediately.
Business response
12/30/2021
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.Customer response
01/03/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because: Comenity Bank failed to provide any response or resolution to this matter. The complaint will stay open until Comenity Bank responds to me/BBB within 30 days of filing this response, thanks.
Regards,
****** ****Initial Complaint
12/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a letter from Commenity Bank dated December 13, 2021, regarding my MasterCard account. They informed me that my account has been suspended pending the completion of an investigation due to irregular credit card transactions. They requested a list of documents to be sent to them, I have a zero balance in that account at the time of the notification and decided to call them to close the account since I chose not to submit all the paperwork they required for security reasons. I placed a call on December 29th to their customer service number and was told that they couldn't close the account at my request. Instead, they would close the account if I didn't provide them with the requested information. I told them that I had just gone through a lengthy personal information validation to ensure that they were talking with the cardholder owner and I didn't understand why they will not honor my request to close the account. The account has zero balance and I had just validated my identity. They refused. I told them that by them closing the account and not me, it will show on my credit report as the account closed by the provider and not the cardholder. This carries a more detrimental score on my record than if I close the account myself. They still would not allow me to close the account. I believe this is an abusive practice by this banking institution, one that would cause a negative and detrimental mark on my credit score. My only request is that they reflect on the account closer reported to the credit bureaus, that this is a consumer-requested closure. Your assistance in resolving this matter is greatly appreciated. Thank you, ****** ***** ** Account Ending - ****Business response
12/29/2021
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
12/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I HAVE NOTICED A DOUBLE FINANCE CHARGE ON THE SAME DAY EVERY MONTH SINCE JULY OF 2021 ON MY STATMENT I HAVE CALLED COMENITY BANK AND NO ONE WILL TELL ME WHY THERE ARE 2 FINANCE CHARGES FOR THE SAME DAY AND WHY SINCE JULY THIS STARTED? ******** LAUGHED AT ME WHEN I SAID I WAS GOING TO REPORT THIS TO THE BBB AS WELL I HAVE BEEN ON HOLD FOR OVER AN HOUR AND A MANAGER WILL NOT ANSWER ME! I WANT MY MONEY AND MY ACCOUNT CORRECTED IMMEDIATELY COMENITY BANK IS OVER CHARGING ITS CUSTOMERS! I WANT MY BILL ADJUSTED AND I EANT TO CHARGE THEM THE INTERSET THEY HAVE TAKEN FROM ME! JERKS!Business response
12/29/2021
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
12/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Hello Sir/Madaam, My name is ******* ******. I have a *** account I have opened back in Aug 03, 2018. limit was ******. It was paid in full within one year. I was impacted by all the circumstances happening and left my job around Nov of 2019 in ******* ** where I was receiving statements * **** ****** *** **, ******* ** *****) Statement attached from my online account showing the old address as of Jan 2020 . I attached the leasing agreement to my new address. I never received statements neither anyone from *** called to advise. Having two kids and my wife, and trying to settle down was really hard for us to keep us with all bills and accounts, we did our best to catch up with all our accounts. Several attempts to have *** remove these inquires for late payments failed. Previously they had only one late payment, then when I start sending them letters to remove the inquiry, ********* bank added another late payment. It has been more than two years for these incidents and I am kindly asking to have *** remove them as a compliance of not receiving these statement and due to Covid relocation. i have attached the statement from Jan 2020 showing payments for Dec 25 of 2019 and 01/03/2020 and 01/17/2020 trying to get the account into good standing. Account number ****************Business response
12/29/2021
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.Customer response
12/30/2021
I accept the business's response to resolve this complaint.
Regards,
******* ******Initial Complaint
12/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My father, ******* ********* originally placed a phone order around 8/2021 with Haband. I don’t have the exact date. The customer service rep was supposed to credit his shipping charges. My father provided the necessary code. He was incorrectly charged when the bill arrived. My father called to get the shipping charge removed. That was problem 1. My father tried to pay his balance by providing the bank routing number. When the Rep read it back, they (Comenity Rep) incorrectly wrote down the numbers. My dad had to correct the Rep. That was problem #2. Payment for $72.55 was supposed to be electronically deducted. My dad went to the bank in person to check if charges were deducted. He was told it was not since Comenity used the wrong routing number…problem 3. My dad then called Haband /Comenity to explain they used the incorrect routing number. I’ll say it again that my father proactively contacted you for the mistake made. My dad again went to the bank to be sure the deduction went through. On 11/10/2021 the $72.55 payment was processed. During this, you were kind enough to report his late payment (which would not have been late if your Rep wrote the routing # correctly) to the credit bureaus. This resulted in his other credit card not being able to be used when he needed to purchase groceries. During Covid you then forced him to use cash for buying food when contactless methods are recommended. On 12/22/2021 **** from Comenity called my father to inform him he owes $34.80. My dad said for what? This was for a second late fee. My dad went through the entire history. It was your Reps fault for not writing down the correct number. He then threatened my dad and told him if payment was it received by 1/2/2022, another late fee will be assessed. My dad asked to speak with supervisor and this **** would not allow him to speak with him. Problems 4,5. My father will be 94 in April. He is a retired vet with morals. He also has a heart condition.Business response
12/29/2021
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
12/27/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On or about November 8, 2021, I booked a one-day test and go hotel room package from ***** *********** ******** ********. After providing my Comenity Bank, Sony Visa credit card number, I received an email from Guest Reservations confirming my reservation. The email included room type, check in and check out dates and total charge to my Visa credit card. After receiving this email, I contacted ***** ********** to provide all necessary travel documents. At that time, the hotel stated that they did not receive a Visa credit card payment for my booking, and that my reservation would be cancelled within 48 hours if payment was not received. Therefore, I had to make a bank to bank money transfer just to hold my reservation. I contacted Comenity Bank customer service and informed them that I booked a hotel room using my Sony Visa credit card, and the hotel claimed that they did not receive payment for my reservation. The agent stated they would initiate a dispute. I received a letter from Comenity Bank dated November 16, 2021 stating that my dispute would be closed until further documentation was provided. I provided all necessary documentation to Comenity Bank regarding my hotel reservation, and had proven, without question or doubt, that I had been double billed for my hotel reservation. The three documents that I have provided to your office clearly indicate that I made two separate payments for the same booking with check in and check out dates of December 11 and December 12, 2021 respectively. At this time, I am requesting the assistance of the Better Business Bureau to resolve this issue with Comenity and to receive a refund for the total amount billed to my Sony Visa Credit Card. Thank you for you time and assistance, ***** ***** ******************Business response
12/29/2021
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
12/27/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
********** *****t account # **** **** **** ****. This account was paid off originally on 4/30/21 using their online payment system. I was then charged a $2.00 "minimum interest fee" that I was unaware was being charged, and still don't understand this fee. In May I received the $2.00 interest fee and a late fee for the interest. In July I was then charged a $15 late fee and the minimum interest fee. I spoke with the company who gave me a credit balance refund to cover the fees and told me the account was paid off and I shouldn't get any more fees or interest charges. However, I was again charged a late fee and minimum interest fees August -October. On October 21, 2021, I again contacted the company, paid the bill in full, which at that time was $14.21, and then closed the account. This is reflected on my credit report. However, I was still charged fees in on October 23, 2021, and again in November and December. I have not made an actual purchase using this credit card since December 31, 2020. This company has continued to call/ text and harass me about an account I no longer have and money I do not owe.Business response
12/29/2021
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
12/27/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
They opened a credit card in my name in 11/21. I only noticed it when they called saying I owed them $38 for a past due bill which I didn't even know this happened. They also wanted my Social Security number. I looked at Experian credit report and it looks like they charged $200+ but there is no phone number associated in the Experian report. I would like this documented that this is fradulent activity.Business response
12/29/2021
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
12/26/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 05/27/2021, I made a purchase at * **** in Roseville, MN in the amount of $******. I received a statement from Comenity in that amount due 07/02/21. I always pay in full, so I paid that same amount on 06/14/21 using Billpay on-line to my bank (********** ** *** ***** ********** ** **************) with a due date of 07/01/21. That bank (******** *** ****** ***** changed its name to better include all subsidiaries) no longer issues confirmation numbers but acknowledges completion with a send date. The next month I received a Comenity statement with a late charge. I called my bank and was told this check was cashed on 07/09 past the due date because of the holiday. I called Comenity and told them. They asked for the bank to call, which I understand they did. I conversed many times with Comenity and I was pressured so much that I paid the original amount again during our phone conversation with the understanding that they would investigate and return a second payment, which I received later. I also contacted * **** and contacted the District Mgr. who had no dealings with payments. This supposedly went into dispute at Comenity to solve the dilemma, but I am still receiving dunning statements and now dunning phone calls. I originally called 1-800-329-9713. The dunning calls are from 1-855-957-3119. I am 82 years of age, a widow, and disabled. I cannot afford an attorney, so I am turning to you for assistance in this matter. I also request that Comenity correct my Credit Report to expunge any late payments.Business response
12/28/2021
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
12/26/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've been a LOYAL CARDHOLDER FOR YEARS. I reviewed the statement that I received this morning. BJs has lowered my available credit to $1500 from $3300.00. That card has never had a late fee and has always been paid ON TIME. I'm told Mastercard reviews accounts and there are REASONS the credit was lowered, based on reports by the credit bureaus. PLEASE NOTE: They're all in EXCEPTIONAL STANDING AS OF THIS MORNING. My balance was $1979.55 last month and paid IN FULL. BJS has done this because it is not earning money off of me. BJs has reneged on their deal. How would you feel, as a loyal customer, to wake up the day after Christmas, and realize YOU HAVE ZERO CREDIT AVAILABLE? SHAME ON YOU. How do you know that I have not been stranded on the side of the road? I had an issue two months ago with my BJs Comenity Bealls Credit Card, which is the same address as this card: BJs card Dallas, TX. Payment was made WEEKS IN ADVANCE; yet BJs never posted that payment and THEN slammed me with late fees- through NO FAULT OF MY OWN. That late payment was $39.00. The mis-posted payment was applied later on. This has caused hardship in my life. Their negligence has now lowered my available credit. You can continue be mean and greedy in the world. I will find another credit card to use and I will be reaching out to BJS CLUB (that is what this Mastercard is) and Bealls and I will tell them about my experiences. I will also tell them that I will no longer be paying with this card. Once again, you could have left me stranded by the side of the road. This is the way you stiff your loyal customers who pay their bills in full monthly? And therein lies the problem- they haven't been making money on me, so they're going to hoard that money so as not to be out. That wasn't the deal with this card. The proper word is in this case is called RENEGE. "You can't fool all of the people all of the time." ** ****** Karma will always set the record straight."Business response
12/28/2021
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.Customer response
02/24/2022
Comenity was mailed payment on 01-03-22 for $1514.00. That covered the balance owed. Payment was due 01-19-22. That check was never cashed by Comenity and a new check was mailed on 01-22-22. That check was never cashed and I had to stop payment on it. I then mailed out a third check 02-07-22. THAT CHECK HAS STILL NOT BEEN CASHED. The account was blocked so I could only pay the $1600. I'm now getting letters for returned payment fees, past due fees, and interest.
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Customer Complaints Summary
5,709 total complaints in the last 3 years.
1,513 complaints closed in the last 12 months.