Alliance Data Card Services

2017-03-14

Eastchester, NY

Delinquent account

Credit card:

Complaint: My name is XXXX I was informed by my wife that she was in contact with a debt collection company named XX/XX/XXXX because she requested my credit report and this account appears in my credit report. I was shocked and upset at the fact that your company never informed me that you purchased this account from Comenity Bank. I believe that your company has violated the FDCPA, first by failing to send me a debt collection notice in the mail to give me the chance to dispute or pay this account, reporting this account to the major credit bureaus without a validation of the debt, and improper sharing of information with a third party. You have also violated the FCRA by reporting this account as open on XX/XX/2016. I am requesting that you to remove that account from my credit file immediately. XXXX can not use abusive, deceptive and unfair practices. I believe that your company has crossed the line and I am preparing a complaint with the FTC. I have already file a complaint with the Attorney General 's Office and the Better Business Bureau against XXXX, and I intend to file a complaint with the FTC and a lawsuit against your company and Portfolio Recovery for violating the FCRA and FDCPA.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-14

Camden, NJ

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-14

Arcadia, CA

Late fee

Credit card:

Complaint: Upon checking my XXXX Comenity Bank account on XX/XX/XXXX, after notified by a text from XXXX on XX/XX/XXXX and XX/XX/XXXX, I saw a list of late fees and minimum charges on my bank account, totaling up to {$84.00}. This charge should not be here in the first place since I have always make my payments on time ( please check all the statements from before as well as all my credit score if you can get it ). I have scheduled my payment for statement of XX/XX/XXXX ahead of time and selected pay on the due date, which is XX/XX/XXXX. However, the system only posted the payment on XX/XX/XXXX. I would not know this payment was late and only posted in XX/XX/XXXX until Comenity Bank contacted me via text on the XX/XX/XXXX and XX/XX/XXXX. ( I do not touch this account unless I know I have made purchase with it ) I have contacted collection department of Comenity Bank and escalated the issue to upper management, spoke with XXXX and she could removed part of the fee but not all the unjustified charges off my account. It is obvious how credit card company 's only way to make their profit is by incurring high dollar charges under various reasons. In this case, the online banking system used by Comenity Bank is at fault, in which it wrongfully posted the payments 2 DAYS later and incurred unnecessary charges.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-14

Seattle, WA

False statements or representation

Debt collection: I do not know

Indicated committed crime not paying
Complaint: Received a vague call from " XXXX XXXX at extension # XXXX telling me either I or my atty must call her regarding an urgent matter ( did not disclose company or debt on the phone ) and gave me this number to call her back : XXXX XXXX XXXX X XXXX . I googled this and it appears to be some kind of scam, so did not respond to the phone call. I would liike to see these kind of scammers apprehended and their ability to get phone numbers shut down. It looks like they have been doing this kind of activity for several years.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-13

Sycamore, IL

Other

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2017-03-13

Buffalo Grove, IL

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-13

Southern Pnes, NC

Credit line increase/decrease

Credit card:

Complaint: Hello Comenity, You guys are killing my Credit Score. I have been a XXXX customer since 2015. I recently requested a Credit Line increase, to which the system advised a letter would be sent within 7-10 days. We all know that means denied! I had no idea, you 'd be running a hard inquiry on my XXXX report that will of course stay there for 2 years. So, in regards to this limit increase reqiest First you place a hard inquiry on my report, since I requested a limit increase and then send me a letter via the account management center telling me that you can not contact me in regards to information in my credit report. That 's vague and foolish. Then, I just called your CS in regards to this letter and then, the agent tells me the same thing and says she will submit another request ... .without telling me that it will be another hard pull on my XXXX report. ARGHHHHHHHHH! Yes, I subscribe to the CRAs for up to date information on my report, whenever any changes are made, it will alert me right away! I need you guys to remove the hard inquiries on my report asap. Or provide me with the Credit Line increase. Here I am with an annual income of over $ XXXX a year and all you can dole out to me for XXXX is {$1000.00}. Not to mention, I have many other open and actively paid account -on time with Comenity and you treat me like this! I think it may be time for us to separate. ... XXXX hard inquiries in the same time frame for the same thing, is uncalled for and very unprofessional. I am not going to live for 2 years with hard inquiries on my report, a credit score that is dropped for no reason and and your company does n't know why you can not contact me when my contact information has been the same since opening the account. Hello! -XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-13

Phoenix, AZ

Disclosure verification of debt

Debt collection: I do not know

Not given enough info to verify debt
Complaint: This is a complaint from XXXX ( consumer ) against XXXX ( creditor ). XXXX Bank has unfairly and deceptively misrepresented its mailing address, making it difficult for consumers to contact it and resolve disputed debts. As of XX/XX/2017, XXXX is reporting an open collection account on Consumer 's XXXX credit report [ see exhibit A ]. Consumer does not recognize this debt, so on XX/XX/2017, consumer ( through legal counsel ) sent a written request for documentation to the contact address provided by XXXX in the credit report which requested documentation regarding the original debt [ see exhibit B ]. On XX/XX/2017, the letter was returned to sender and marked as " Not Deliverable as Addressed. '' [ See Exhibit C ] This letter was sent to the address listed as the creditor 's contact information on page 38 of consumer 's credit report. Despite a records and internet search no other mailing address, phone number, fax number or email address could be found. Without a valid mailing address, XXXX can not obtain information regarding the debt and therefore can not make an informed decision about it. XXXX is a sophisticated party in the consumer debt industry and is aware of the need to be available for consumer inquiries. Knowing this, XXXX has made it virtually impossible for a consumer to initiate communication with it. I can only surmise that XXXX 's isolation and obscurity is intentional and for the purpose of unfairly frustrating, deceiving and abusing consumers.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-13

DE

Disclosure verification of debt

Debt collection: Other (i.e. phone, health club, etc.)

Right to dispute notice not received
Complaint: The tv stop working and they would not give us a new one
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-13

Effingham, KS

Other

Credit card:

Complaint: I have been attempting to use the hardship program with community bankXXXX credit card, since XX/XX/2016. I keep getting the run around and feel taken advantage of and disrespected. The company continually gives me false information or lies to me. I have called time and time again and they are not doing anything to assist me in resolving my problem. They just keep trying to get me off the phone and to wait longer. What is the problem? There needs to be regulation. My request is that I was told that I was supposed to have a hardship back date to XX/XX/XXXX, XXXX/XXXX/XXXX/XXXX/XXXX Late Fees need to be removed after 3 on time payments. I have been making on time payments every month since the auto payments were set up by the representative in XX/XX/2016. I was told that was the only way to be in hardship. I keep seeing that my credit report was showing late it said XXXX 30 days, XXXX 60 days, XXXX 60 days, XXXX 60 days. Finally in XXXX on the XXXX I spoke to XXXX ID XXXX she said XXXX was personally working on my account and would call me back ... She never did.. XXXX ID XXXX same day said the history needs to be back dated to XX/XX/XXXX. She said XXXX already was removed and {$130.00} will be removed in XXXX and {$20.00} more in charges and {$8.00} more in finance fees. She said the XX/XX/XXXX statement would show {$45.00} in late fees removed and {$21.00} in interest removed. They said I had to make 3 on time payments to have the rest removed ... this is their error I have made all on time payments since my account is on auto draft, I do n't know what part of that is hard to understand. XX/XX/XXXX spoke to Aeramis XXXX @ credit report needing corrected, she said she is escalating the issue and may reflect in XXXX or send a letter, Neither of these has happened. XX/XX/XXXX Spoke to XXXX XXXX he said the new statement on XX/XX/XXXX or XXXX will reflect a refund of fees {$130.00} and the other money was from another department so he ca n't see about it, he said the is doing an escalation about my credit report. XX/XX/XXXX called again because new statement does n't reflect any refunds either. XXXX XXXX had a very rude tone on the phone said it wo n't reflect until XXXX. Transferred to XXXX who again said XXXX her number is XXXX. I asked her about the escalation that XXXX said he was doing on XX/XX/XXXX she said did he transfer you to a supervisor? I said no she said then no escalation was done. She said she does n't see any records of any escalations. I asked her why people there keep lying to me? Why does n't anyone care? I do n't understand how this company is being allowed to do this or scam people. I should n't be treated like this as a consumer. What can be done to stop this??????
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2017-03-13

West Brandywine, PA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: BAD BUSINESS PRACTICE. Short billing cycle. Statement arrives late. No grace period. No balance ratio to fees. Assessed a {$29.00} fee, on a {$55.00} dollar balance, that was paid in full 5 days after due. Forty minutes on hold. Told no, no, no. Policy is to remove one fee in 18 months.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-13

Saint Paul, MN

Taking out the loan or lease

Consumer Loan: Installment loan

Complaint: This is a complaint against EBAY and PAYPAL ( this XXXX is addressed to PAYPAL, another will be filed for PAYPAL ). I logged onto my EBAY account to purchase an item ( a watch ). I had previously set up a credit account with PAYPAL, for {$3700.00} in credit. The EBAY listing offered a payment plan beginning at {$55.00} for 24 months for PAYPAL CREDIT I decided to take advantage of these terms. I then clicked the radial that says " Commit to Purchase ''. When I was then brought to the payment screen, the financing opportunity was no longer available. Essentially, I was lured into committing to purchasing the item with credit terms, and then once I did commit, the credit terms were removed. I called EBAY and they said it was the fault of PAYPAL. I called PAYPAL and they said there was some type of security issue with my account and they would fix it. It was never fixed. I called EBAY this morning ( XXXX.2017 CST ) and was told that sometimes credit terms will be listed on items, when there is actually no credit terms available, but you do n't find out until you committed to purchase the item. The agent at EBAY was rude and acted like this was my fault. I do n't recall her name, but the code to get to her was XXXX. She did n't seem to realize the gravity of the situation. Meanwhile the seller opened a case against me for non-payment. I was forced to scramble to find an alternate means of paying. EBAY and PAYPAL have colluded to incent a customer to purchase an item with false terms. This is clearly a violation of UDAAP and likely other state consumer protection law.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-13

Charlotte, NC

False statements or representation

Debt collection: Credit card

Indicated committed crime not paying
Complaint: A caller claiming to be Comenity bank has called me twice in a week to collect an old written - off debt ( approx 20 years old ). Threatening that i better have a lawyer, etc. I called the real Comenity bank myself, and they said I do not have an open account in collections or otherwise with them. They also confirmed that they do not have a phone number XXXX in their organization. the caller 's name is " XXXX '', and she states I " better call today '' with my lawyer. Obvious scam
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-12

Jupiter, FL

Unsolicited issuance of credit card

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2017-03-12

Warren, RI

Late fee

Credit card:

Complaint: I made my payment on Paypal 's website on the XX/XX/XXXX, which is the due date and due to the way their system works they did not process the payment until the XX/XX/XXXX. They claimed I was late by a mere 15 minutes. I have called to ask them to waive the late fee as I am making only XXXX to XXXX a week right now and they are unwilling to assist even though I actually submitted the payment on time on my side. All I have asked for is a fee waived due to my financial status and they refuse to do so, making my payment more than I can afford and setting me up for failure and a revolving door of fees and bad credit remarks from which I can not currently escape from. This is predatory at best.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-11

Bothell, WA

Cont'd attempts collect debt not owed

Debt collection: Other (i.e. phone, health club, etc.)

Debt resulted from identity theft
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-11

IN

Billing disputes

Credit card:

Complaint: Never opened an account with the company. got a bill with ending # XXXX asking for {$100.00}
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-11

Denver, CO

Cont'd attempts collect debt not owed

Debt collection: Other (i.e. phone, health club, etc.)

Debt was paid
Complaint: I ordered a phone from XXXX on XX/XX/2016. The phone was financed through XXXX finance company COMENITY BANK. The phone never arrived. XXXX was the shipper. They declared it a total loss. Fully insured by shipper, XXXX was paid IN FULL. My order was cancelled for a phone. I have been called by COMENITY BANK for payment on this phone & shipping Charges. I have explained this to them on every call. I have called XXXX about this. I have an email from XXXX assuring me a credit has been issued. Still COMENITY BANK calls for payment.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-10

Strasburg, VA

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-10

Virginia Bch, VA

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2017-03-10

Atlanta, GA

Billing disputes

Credit card:

Complaint: 1. I was given misinformation regarding Comenity Bank/Pottery Barn Credit Card 's policies and practices regarding the reallocation of payments from the general to promotional plan balance. In a conversation with customer service on XX/XX/XXXX, I was told there was no time limit to how far back a customer to go to re-allocate a payment, so I thought I surely had plenty of opportunity to reallocate previous payments to cover my Promotional Plan balances 1 and 2 before their expiration in XX/XX/XXXX. For example, I had made payments on XX/XX/XXXX, and XX/XX/XXXX, {$1300.00} and {$1000.00}, respectively, which were both well above the minimum payment amounts of apx. {$200.00} at that time. If allowed to reallocate surplus payment amounts ( amounts above the minimum ) like promised, I would have had more than enough money to pay off the balances on Promotion Plans 1 and 2 before they expired, which were {$34.00} and {$480.00}. However, when I called several weeks before the two plans expired to reallocate past payment amounts, I was told there was only a 30 day window in which to reallocate payments - I no longer knew who to believe but they refused to reallocate. On XX/XX/XXXX, I was charged {$180.00} in back interest. I am disputing this interest, because it would not have accrued had I been able to reallocate my payments as promised ; or, if I had not been given misinformation and had budgeted to make additional payments accordingly. On or around XX/XX/XXXX, in an attempt to avoid those charges from accruing, I contacted XXXX ( Pottery Barn ) corporate office, and spoke with XXXX, who stated by email, " My sincere apology for the continued issues with Comenity Bank. As previously mentioned we have no way to directly intervene with concerns regarding your banking credit card, but I have sent this to our Corporate Comenity Bank contacts as an urgent request for Comenity Bank leadership to contact you directly to provide issue resolution. I will update you directly if I am provided with update but as we are not able to take role as intermediary, I may not be contacted with update. '' However, I received no communication from Comenity. On today, XX/XX/XXXX, I contacted Comenity to attempt to dispute the finance charge directly. I spoke with XXXX, whose last four digits of ID # are XXXX, who credited back only {$60.00}. He accepted that I was given misinformation, but felt that {$60.00} was appropriate because he stated I should 've questioned the misinformation when I received it because it had contradicted the information I had previously been given. " At that point, when he told you there was no time limit, I definitely would have asked more questions. '' Apparently, Comenity 's policy is not to stand by their statements and to require customers to second guess what they 're told. 2. There is no purpose of the 30 day window, except to make it more difficult for customers to pay back their promotional balances. All of this seems set up to make money for Comenity Bank. 3. Managing these balances had been consumed several hours of my life, requiring me to call in every month to reallocate payments. The amount of time one has to spend on this, and the lack of transparency and flexibility is unreasonable and should be changed by the company. 4. In addition, Comenity continues to have glitches causing misinformation to print on my statement every month regarding the " Original Purchase Amount '' of the Promotional Plan balances. For example, on plan 1, the original amount, as shown in my XX/XX/XXXX statement, was {$1100.00} ; however, on my XX/XX/XXXX, statement, the original amount was listed as {$380.00}. On Plan 2, the original amount, as shown in XX/XX/XXXX, was {$890.00}, but in XX/XX/XXXX, the original amount is listed as {$410.00}. The original amount should not change - it is a static amount representing a starting balance.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-10

Villas Del Sol, PR

Communication tactics

Debt collection: Credit card

Called outside of 8am-9pm
Complaint: During XXXX XXXX, 2017 at XXXX ( late ) I received a threatening call from Pay Pal services regarding a credit Line that I owe with them. The guy sarcastically laugh after I complained about the calling hour. Also he constantly asked about my name and when I ask who is he representing, he hung up. I found out that is was pay pal when I call back the to that number in the morning. I also include a print screen of the phone call that contains the hour, date and specifies that is was a call received.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-10

NJ

Payoff process

Credit card:

Complaint: My wife XXXX purchased something on her XXXX credit card toward the end of last year. We received the invoice. We made prompt payment but unfortunately we had an old XXXX account number on our Bill Pay. We requested a dispute process. Dispute forms were sent. We then went to gather the details from the bank and realized the error. The money that was sent to that wrong account number had actually been refunded shortly after payment. We called the credit card company back and explained what had happened over the phone. We agreed with the representative that we would pay the original amount and be done and we did that right on the phone and that we expected was the end of it. We have since received multiple bills from the company assessing new late fees and interest charges. We called to inquire and were told that we did n't return the complaint forms and they did not have record of that conversation with their operator. Therefore we would continue to accrue late payments and interest fees They confirmed they had received the payment though. When we asked them to check the records of the conversation assoicated with payment they refused. This situation is completely ridiculous. these are very small amounts of money and it is clear this is standard operating procedure for these guys. Any reasonable / reputable company what have consdiered this payment in full as was agreed on the phone. I have attached the following : ( 1 ) Bank statement showing good faith attempts to pay XXXX on XX/XX/2016. this included two payments attempts. One for the original balance in the amount of {$59.00} and another in the amount of XXXX which I believe was the balance with fees ( 2 ) the latest XXXX card statement showing fees added since we had agreed verbally to clear this issue by paying the original {$59.00} ( 3 ) the message I received from XXXX when inquiring what happened with the payments. I was trying to find out details of where the payments had gone and why XXXX had not received them. this is the point where we realized the mistake, called the XXXX card people back and THOUGHT we had taken care of it the way two rational adults would, but apparently not.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-10

Murray, UT

Billing disputes

Credit card:

Complaint: I purchased a ring from XXXX in XXXX, UT, in XX/XX/XXXX, under the 60 month no interest plan through credit from XXXX Credit Card, which I was approved for. And was told that it would be about {$65.00} a month. My wife did not like it, so she found one that she liked that was cheaper. And we were told that even though it was cheaper, the price per month would be similar, or a little less on the 60 month plan. And that I would be notified by the credit card company in a few weeks. So, I get the bill from XXXX and it is for {$140.00} a month! So, I spoke with XXXX on or around XX/XX/XXXX from their customer service and he told me it was a mistake and they would see about getting it fixed, and to go ahead and pay the $ XXXX for the first month and they would work things out. So I had not heard back so I contacted them again today, XX/XX/XXXX about the issue today and they told me that since my ring purchase was less than {$3000.00}, that it could not fall under the plan. And that it fell under the 18 month plan. That is not what I was told by the store and that is not what XXXX from customer service told me. I spoke with XXXX from XXXX, and she said the only way to fix it through their legal dept. And they doubt that could happen. Basically, from my point of view I was sold something on a lie.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-09

Fisher Island, FL

Payoff process

Credit card:

Complaint: The issue with my credit report started due to Comenity Capital Bank/XXXX mailing a bill for XXXX purchases to a two year old address so that I never received the bill. I had received the merchandise at my new address and did not realize I had not paid the bill as the bill never arrived at my current address. I only received a bill from Comenity by accident upon visiting my old home when a former neighbor handed me a piece of mail. I contacted the Comenity immediately and thought it was fraud. Comenity could not verify the purchases where mine in the phone call. When I finally verified the charges were mine, I paid the merchandise balance of {$530.00} in full to Comenity. I did not pay the fees and interest charges at that time because I felt the fault was due to Comenity sending the bill to the wrong address for two years. I did not know and Comenity did not tell me had already Charged Off my account before I made the payment. When I realized my credit had been affected, I contacted XXXX. In order to get my credit report corrected from incorrect information of charge offs and settlements, I was told by XXXX that I needed to pay any remaining charges consisting only of fees and interest. I was told to get a letter from the bank in question, Comenity Capital Bank who handles payments for XXXX, stating I paid the interest charges and fees and then I was to upload the letter from Comenity to XXXX. I took the actions suggested by XXXX and paid the interest and fee charges totaling {$310.00} and I got Comenity to email a letter to me saying my account was paid in full ( letter attached dated XXXX/XXXX/2017 ). Upon contacting XXXX again on XXXX XXXX, 2017, I was told by a supervisor that the letter sent to me from Comenity Capital Bank did not meet " certain criteria '' and had to be further verified by XXXX. I was told it would take up to 30-45 days. On XX/XX/XXXX, 2017, only three days later, I received a Dispute Resolution email from XXXX with a copy of my credit report showing the report on Comenity unchanged, The XXXX report still stated there was a Settlement and cited Charge Offs though all charges for merchandise and interest and fees, had been, as of XXXX XXXX, 2017, paid in full. I waited two weeks to see if I received another update from XXXX with the corrected information. On XXXX XXXX, 2017 I contacted XXXX again only to find out the original Dispute was closed and information on my account was not updated or corrected. Some facts : I uploaded the letter from Comenity to XXXX site a total of 4 times. As of XXXX XXXX, 2017 my credit report has not been updated with corrected information from Comenity Bank stating the charge off and the account paid are paid in full. Comenity Bank needs to correct this information with XXXX directly as I have done all I know to do. N.B. the address of record for this issue with XXXX is XXXX XXXX XXXX, XXXX, TX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response