{"took":1305,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":5,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"10660494","_score":25.65269,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year>, a Capital One Credit Card was opened fraudulently with my Social Security Number. I was notified by XXXX and I confirmed on XX/XX/year> that the account was opened with my Social Security Number. I have attempted to work with Capital One regarding this issue but they have advised me that they cant and wont remove my Social Security Number from the account. I sent Capital One documents as well that prove my Social Security Number is mine and I sent them a copy of my ID as well. I sent this information to Capital One to help aid an investigation on their end. I also sent the credit bureaus 3 letters advising that my Social Security Number is being used in a fraudulent and unauthorized manner. I am requesting a thorough investigation into this matter as Capital One is allowing an account to stay opened with my Social Security Number and have confirmed that they will not investigate or open a fraud complaint regarding this event.","date_sent_to_company":"2024-11-01T13:11:43.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"79407","tags":null,"has_narrative":true,"complaint_id":"10660494","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-11-01T12:57:40.000Z","state":"TX","company_public_response":null,"sub_issue":"Card opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["I sent this information to Capital One to help aid an investigation on their end. I also sent the credit bureaus 3 letters advising that my Social Security Number is being used in a fraudulent and unauthorized manner. I am requesting a thorough investigation into this matter as Capital One is allowing an account to stay opened with my Social Security Number and have confirmed that they will not investigate or open a fraud complaint regarding this event."],"company":["CAPITAL ONE FINANCIAL CORPORATION"],"sub_issue":["Card opened without my consent or knowledge"]},"sort":[25.65269,"10660494"]},{"_index":"complaint-public-v1","_id":"8348600","_score":13.630325,"_source":{"product":"Debt collection","complaint_what_happened":"I was living in XXXX, North Dakota at the time ( XX/XX/XXXX XXXX XXXX XXXX ) ; While living in North Dakota I purchased a XXXX XXXX On XX/XX/XXXX. I have a signed 12 month lease proving this was my current location of residence for my Job. In addition to my rental insurance showing the effective start of policy date being XX/XX/XXXX as well as a Employer verification letter from my previous employer stating I was in North Dakota from XXXX. I have filed XXXX police reports pertaining to the identity theft. \n\nCAPITAL ONE credit card was opened ( XX/XX/XXXX ) When I spoke to CAPITAL ONE I inquired how the thief was able to pass verification and open and account in my name ; I was told they had the correct spelling of my name and correct SSN associated with a viable credit score.. \n\nThe address where the card was sent and used was in XXXX XXXX XXXX XXXX, AL every purchase made according to the bank statement was in ALABAMA. \n\nIt would be later revealed around the same time that the fraudulent credit card was opened ; Two apartment complexes were illegally put in my name as well.These two identity theft accounts has been handled this was included to provide a timeline of the fraud. \n\n1.OPEN DATE : XX/XX/XXXX IXXXX XXXX XXXX Located in XXXX XXXX XXXX LA ( Creditor : XXXX XXXX XXXX or XXXX Account # XXXX ) 2.OPEN DATE : XX/XX/XXXX XXXX XXXX XXXX XXXX Located in XXXX XXXX, LA ( Creditor : XXXX XXXX XXXX XXXX Account # XXXX ) and social security number with the assistance and help of the CFPB I was able to have the apartment complexes removed from my credit in addition to the {$15000.00} worth of stolen rental debt resulting from the fraud. The previous CFPB complaint I created the president of RENT DEBT responded and referred to me as a female and I was so confused due to me being a biological male. \n\nMy wife and I contacted XXXX XXXX XXXX and inquired about the apartment # XXXX this information was provided by the president of rent debt in his response to my complaint on the CFPB site. \n\nThe property manager at XXXX XXXX XXXX verified she remembered the person 's who previously stayed in the apartment an who stole my identity and used my name as their alias name she stated it was a XXXX American / Biological female she also had living in the apartment with her a young girl who they think was her daughter and a elderly XXXX American Male in a wheel chair. I asked XXXX how was the women able to use my SSN and name with providing two forms of ID she said the software XXXX allows online verification and if your able to pass then all you have to do is come in and pick up your keys because everything is done online. \n\nCFPB Thank you for helping me with the complete removal of the apartment complexes that were illegally done ; I really need this CREDIT CARD removed it is unlawfully on my credit report ; This credit card is the last of the Identity fraud. \n\nI have tried to resolve this identity theft credit card account with The CFPB before and a XXXX ( XXXX EXT XXXX from The EXECUTIVE OFFICES OF CAPITOL ONE posted a response stating she would assist with the matter. I've spoken to XXXX several times she would Initiate the investigation without providing a option for me to fax or email my documentation proving that I didn't open this credit card account nor have I ever lived in or visited the entire state of ALABAMA. There has been In-between 3-5 Internal investigation 's done by CAPITOL ONE without reviewing any of my documentation and it has been conclude as this debt being valid this has been a horrendous battle this fraudulent account has been so impactful to my LIFE and XXXXREDIT SCORE. CFPB PLEASE HELP ME!!! PLEASE HELP ME!!!. I will upload a file ; I have comprised of documents that prove I did not open this credit card account.","date_sent_to_company":"2024-02-15T02:04:41.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"70769","tags":null,"has_narrative":true,"complaint_id":"8348600","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-02-14T23:53:11.000Z","state":"LA","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["I have tried to resolve this identity theft credit card account with The CFPB before and a XXXX ( XXXX EXT XXXX from The EXECUTIVE OFFICES OF CAPITOL ONE posted a response stating she would assist with the matter. I've spoken to XXXX several times she would Initiate the investigation without providing a option for me to fax or email my documentation proving that I didn't open this credit card account nor have I ever lived in or visited the entire state of ALABAMA."],"company":["CAPITAL ONE FINANCIAL CORPORATION"]},"sort":[13.630325,"8348600"]},{"_index":"complaint-public-v1","_id":"3712761","_score":11.815849,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I attempted to withdraw funds from my account thru my ATM. I could not, I went into the branch attempted to withdrawal . Teller told me there was a hold. Teller attempted to remove the hold couldn't. Branch manager attempted and failed as well. Branch manager called corp. office and gave me this # to call. XXXX to call. I spoke to a rep which advised me there is a hold request from XXXX. I asked why and for what? She told me back in XXXX I wrote a check to Capital One for $ XXXX. I told her yes, I transferred my savings over. I asked her they have had my account on hold for 6 yrs?!? Apparently so, she replied, I asked how long do they plan on holding it, why wasn't I alerted? You can't just hold my $ forever. She comes back and informs me if I get a letter of indemnity they'll release my funds. I asked and from getting the letter how soon would I have access? She tells me maybe a week, a month a yr. Its up to the dept. and what it rules. I call right back after I researched what a letter of indemnity is. I get another rep, explain all. I ask her since they are my bank can they contact XXXX on my behalf for this letter. Plus this letter makes no sense. Who is going to sue them? I'm the only party, I'm going to sue them for allowing access to my . She told me no, the burden is on me and the sooner I get the letter the sooner my funds will be available. Since Friday is a big banking day I gave myself the weekend to tackle this again. \n\nOn XXXX XXXX I called Capital One. I got a rep ( XXXX ) I asked for his last name and he told me I couldn't have it. So, I requested a manager or someone who's last name I could have. XXXX made me confirm who I am and XXXX asked if he could hear my issue before handing me off to a supervisor. I told him what happened to me last Wed speaking to both reps and how they have me running after a letter. You're my bank but I'm doing all the work. I asked again why my account is on hold, he told me XXXX requested the hold. I advised him Capital One has NO legal right to hold my $ and if they have one, I want it on paper. I told XXXX there is no civil lien on the account, if there was a fraudulent case, where are the investigators, where is the crime? The statute of limitations, has also passed, its past the XXXX of XXXX as well. Plus, what does this letter do, it protects you from getting sued, the only party is me, who is going to sue you, me? So, I give permission and I'll write the letter. I said if they don't want my $ or afraid its fraud, give it back to XXXX then. XXXX tells me, everything is true and up and up and logical. Give him 3-5 minutes XXXX is going to lift the hold. XXXX comes back and tells me he isn't authorized to release the hold, XXXX has to transfer me to his supervisor. XXXX tells me his supervisor is up to date on my ordeal. XXXX tells me his supervisor 's name is XXXX. I ask for his last name he said he can't give me that but he can give me his employee # XXXX. So, I share all the legal jargon with XXXX. XXXX tells me without a letter of Indemnity or a ( HHA ) Hold Harmless Agreement he is not taking the hold off the account. I attempt to hit XXXX with logic, that the only party that can sue is me, why would I sue for giving myself access to my own $? I ask I want a letter from him on Capital One on letter head, what legal right does he have to hold my funds? XXXX advises me he doesn't have to do that. I get into him asking what if my funds didn't fall to $ XXXX, would they be held for 10-20 years? XXXX answer was, most likely, the hold isn't just going to fall off. I asked what if I died? I have a will, how are these funds going to my loved ones? XXXX tells me, he doesn't deal in hypotheticals. XXXX tells me, he'll gladly stay on the line with me for as long as I'd like but no matter what I say XXXX is not taking a hold off without the letter or an HHA. I ask him if/when I get this letter how long before I have access to my funds? XXXX goes on to tell me, we get the letter, it goes thru proper channels, it gets approved the $ will be returned to XXXX. Then it's up to XXXX how long they will hold it for, figure 3-5 days after we send it back. That's completely off what the 3 reps told me prior. All 3 reps claimed I would have access to the $ on Capital One side. XXXX tells me they are mistaken, he's the supervisor, funds will be returned to XXXX. So, I tell him all 3 reps were trained incorrectly!?! One was about to release the hold minutes ago, and give me access, he didn't say anything about funds returning to XXXX!?! XXXX tells me, he's the supervisor. The $ will go to XXXX, as we call it in the banking world, it's a recall wire request. I tell him ok, don't care which bank gives me access as long as I have access. \nShortly the call ends. So, in frustration I don't take the drive to the branch. Way too hot out so I call XXXX XXXX XXXX. \n\nXXXX I get a rep, XXXX, give XXXX the same run down. XXXX tells me he can only go 5 years back and there are NO notes on the account of any fraud requests or holds. XXXX suggests, speak to check fraud dept. tells me he'll hold on the line with me till they p/u. XXXX gives me his 2 cents that he's never heard anything like this. XXXX XXXX heard accounts on hold but good or bad 30 days the most. Never heard of a letter of Indemnity or HHA. In his opinion he asks if I personally know the branch manager? I tell XXXX no. XXXX asks me, paint the picture, I'm going to tell the branch manager for this letter, no history, most likely they'll call us in corps. to validate your story, we can only go back 5 years. You took majority of your savings gave it to another bank now you want us to do you a favor write a letter to have access to your bank? Why would XXXX? How does it benefit XXXX to write this letter and open themselves up for legal action? I advised XXXX the supervisor said the $ is returning back to XXXX. Now XXXX can see the motivation but it's impossible. I ask XXXX, why? It's 6 years the statute of limitations to pull the funds back are gone. 1st if it was fraud the funds would have been pulled back prior to 72hrs, if not bank has only 14 days max to pull back the funds. That authorization is not going to work 6 years later. XXXX told me go dispute a charge on your credit card from 6 years ago. See how much luck you have? Finally, XXXX from check fraud picks up. I catch XXXX up. XXXX has 18 yrs. in the fraud dept. XXXX has heard of a letter of Indemnity never of an HHA. This is something I'll have to request from a branch but XXXX sees no notes on the account and this is 6 yrs. old. Fingers crossed but doubts a branch can go back deeper than corp. but worth a try. XXXX agrees with XXXX why would a branch manager write one? Probably call corp. no notes on the account. XXXX confirmed, XXXX would be happy to take my $ but they can't retrieve it, the statute of limitations is gone. XXXX brings up valuable points, what if I had closed this account back then or in the past 6 yrs.? XXXX nor any bank can re-open closed accounts. XXXX says even if they send it now it's just going to bounce back to Capital One. I have to write a new check and deposit it. The opportunity to recall funds are gone. Plus, XXXX would not allow Capital one to hold the funds if there was any suspicion, XXXX would be the ones benefiting from the hold not allowing Capital One to be making profits on it the last 6 years. XXXX advised me if XXXX suspected fraud what would happen is, they would not contact Capital One immediately, funds from checks are not cash, they require time to clear. XXXX would call, email me and send a letter to please call to confirm. If they couldn't reach me, they would alert Capital One of the transfer being cancelled. Another letter would be sent out of this to contact XXXX and I'd need to write another check to Capital One. XXXX went on to say if they discovered possible fraud after the transfer was approved and deposited. XXXX would alert me as well with a call, email and letter. XXXX would request the funds returned immediately, they would never allow Capital One to hold the funds and benefit from it for 6 seconds, even less in this case 6 years. Not my words XXXX XXXX Capital One is holding my $ hostage. What they are doing is criminal! it sounds like this XXXX guy has a vendetta against you. If Capital One believes foul play, they've had 6 years to prove their case. If they are just starting now, too late, they had their chance. I told XXXX Capital One wouldn't give me anything in writing why the account is on hold? XXXX says the burden isn't on you. So, Capital One is benefiting from the funds but they don't allow you access to it?!? XXXX said try requesting a letter, if it fails which it should. Call Capital One speak to this XXXX guy tell him to conference call us in. XXXX # XXXX ext # XXXX says she'll be glad to explain if XXXX requested a hold that request is long gone and dead. XXXX can't accept a wire recall after all this time. If XXXX XXXX intends to bank with XXXX, he needs to place a fresh wire transfer or write a new check. There will be no letter of indemnity because XXXX has no evidence of any fraud request, on the contrary XXXX XXXX is in good standing with XXXX. \n\nXX/XX/XXXX Go into XXXX, branch manager would write one if they held and benefited from the funds but can't in this situation. I then called Capital One and they refused to be on hold with me to have a conference call with XXXX. XXXX advised me to place a complaint with CFPB because what Capital One is doing is criminal.","date_sent_to_company":"2020-06-23T23:10:44.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"117XX","tags":null,"has_narrative":true,"complaint_id":"3712761","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2020-06-23T21:53:59.000Z","state":"NY","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["XXXX brings up valuable points, what if I had closed this account back then or in the past 6 yrs.? XXXX nor any bank can re-open closed accounts. XXXX says even if they send it now it's just going to bounce back to Capital One. I have to write a new check and deposit it. The opportunity to recall funds are gone."],"product":["Checking or savings account"],"issue":["Managing an account"],"company":["CAPITAL ONE FINANCIAL CORPORATION"],"sub_product":["Savings account"]},"sort":[11.815849,"3712761"]},{"_index":"complaint-public-v1","_id":"6877902","_score":11.46056,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"1. We were charged for a hotel booking in XXXX, Florida on XXXX XXXX XXXX and contested the charge on XX/XX/XXXX. \n2. After Capital One inexplicably allowed the charge to go through, and after multiple calls with Capital One customer service representatives, in accordance with Capital One 's policies we sent the requested statement and supporting documents to the fax number Capital One provided on XX/XX/XXXXXXXX XXXX XXXX \n3. Capital One then sat on the complaint for two months ostensibly while \" investigating ''.\n\n4. After my husband called them on XX/XX/XXXX, they immediately sent out a form rejection letter asserting we had not sent the requested information. \n5. When my husband called to ask how they could make that statement they agreed to reopen the investigation on XX/XX/XXXX and had my husband resend the documentation previously sent on XX/XX/XXXXXXXX \n6. Shortly after my husband sent the documents, we received a second form letter rejecting our claim on the grounds that we had not filed the claim with Capital One within 60 days -- a blatant and easily disproved statement. \n\nBelow is a cut paste of the Capital One letter from XX/XX/XXXX in which they acknowledge we have immediately contested the charge : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XX/XX/XXXX Case Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX XXXX 's an update on your dispute with XXXX XXXX on XX/XX/XXXX for {$2900.00}. \n\nWe credited your account for {$2900.00}, the amount you are disputing. If you were charged any fees or interest related to that amount, we also credited your account for those. In addition, if we reported anything to the credit bureaus about this transaction, we sent them updated information. \n\nWe've asked the merchant to respond to your claim. If they provide a response, we will review it. We'll let you know if we need you to provide additional information to resolve your claim, and while we wait for your response, the charges will be placed back on your account. Please keep all documentation on hand for at least 90 days. Unless we hear back from the merchant, we consider your case closed. \n\nIf you have any questions, please give us a call at XXXX. We're available from XXXX XXXX. to XXXX XXXX. XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center Thereafter, on XX/XX/XXXX, Capital One ruled that the reservation was ours, reinstated the charge, but invited us to contest further. That letter is cut and pasted below : XX/XX/XXXX Case Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX XXXX 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$2900.00}. \n\nWhen you contacted us about this, we credited your account for {$2900.00} the amount you are disputing. Since then, the merchant provided the following information to support the transaction : Confirmation showing no cancellation per policy was received So for now, we are reapplying the charge to your account, and it will appear on your next one to two billing statements. At this time, we consider your case closed. \n\nIf you still want to continue with this dispute, please send us a signed and dated letter that includes your case number, the merchant 's name, the date of the transaction, and the disputed amount by XXXX. Please also provide the following information in your letter : Your response to the documentation sent in by the merchant, as well as : A copy of your sales invoice or purchase agreement and the date and proof of cancellation and / or return. The cancellation / return policy of the merchant, if available, and whether you were advised of the policy at the time of the sale. A description of how you tried to resolve the dispute with the merchant. A refund voucher from the merchant. \n\nPlease fax the requested information to XXXX, and allow 10 business days for us to respond. If you're unable to respond by fax, please send us the requested information to XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX, and allow 15 business days for us to respond. \n\nIf you have any questions, please give us a call at XXXX. We're available from XXXX XXXX to XXXX XXXX XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center XXXX Capital One. Capital One is a federally registered service mark. XXXX : XXXX : XXXX : XXXX : XXXX XXXX On XX/XX/XXXX I was on an hour and half long call with a Capital One representative and a representative from XXXX. During that call, it was established that the reservation had not been made through my XXXX account, that the email associated with the reservation was not the email associated with my account, and that it was likely a phantom or fraudulent booking. The Capital One representative informed us that the call was being taped and assigned the XXXX XXXX. XXXX to the matter. The XXXX representative promised to resolve the issue within 48 hours, but thereafter, XXXX ignored all additional attempts to contact them. We were then told by the Capital One representative to submit a letter stating the results of the call and attaching the documents that established the reservation did not come from my XXXX account and demonstrating the spoof email ( XXXX ). \nThe email that linked to the portal is cut and pasted below : Re : XXXX XXXX XXXX, To finish processing your recent request, we need some supporting documents : Additional Information Form Any additional information related to your dispute You can upload and submit your documents by using our secure link. Dont reply to this email. \n\nYoull need digital copies of your documents on your computer or device before you can submit them to us. If you have paper documents, you can scan them or take pictures and save them to your computer or device. \n\nThis link will be valid for 14 days. After that, you can contact us if you need assistance at XXXX, anytime, 7 days a week. \n\nPlease submit these documents as soon as you can, since we cant continue working on your request without them. \n\nThanks for choosing Capital One. \nSubmit Your Documents About this message The site may be unavailable during normal maintenance or due to unforeseen circumstances. \n\nImportant information from Capital One Contact us | Privacy | Help prevent fraud To ensure delivery, add XXXX to your address book. \n\nThis email was sent to XXXX and contains information directly related to your account with us, other services to which you have subscribed, and/or any application you may have submitted. \n\nCapital One does not provide, endorse or guarantee any third-party product, service, information or recommendation listed above. The third parties listed are not affiliated with Capital One and are solely responsible for their products and services. All trademarks are the property of their respective owners. \n\nPlease do not reply to this message, as this email inbox is not monitored. To contact us, visit XXXX. \n\nProducts and services are offered by Capital One, XXXX. \n\nXXXX Capital One. Capital One is a federally registered service mark. \n\nXXXX XXXX XXXX Thereafter, we attempted to submit a letter and supporting documents into the portal. The portal did not apparently work and we received an email from Capital One the next day informing us that we had not submitted the documents requested and that they were going to close the investigation. After we called to follow up on this message, the Capital One representative re-opened the investigation and advised us to fax the document to their attention : A copy of the email reopening the portal and investigation on XXXX XXXX XXXX is cut and pasted below : Re : XXXX XXXX XXXX, To finish processing your recent request, we need some supporting documents : Additional Information Form You can upload and submit your documents by using our secure link. Dont reply to this email. \n\nYoull need digital copies of your documents on your computer or device before you can submit them to us. If you have paper documents, you can scan them or take pictures and save them to your computer or device. \n\nThis link will be valid for 14 days. After that, you can contact us if you need assistance at XXXX, anytime, 7 days a week. \n\nPlease submit these documents as soon as you can, since we cant continue working on your request without them. \n\nThanks for choosing Capital One. \nSubmit Your Documents About this message The site may be unavailable during normal maintenance or due to unforeseen circumstances. \n\ngImportant information from Capital One Contact us | Privacy | Help prevent fraud To ensure delivery, add XXXX to your address book. \n\nThis email was sent to XXXX and contains information directly related to your account with us, other services to which you have subscribed, and/or any application you may have submitted. \n\nCapital One does not provide, endorse or guarantee any third-party product, service, information or recommendation listed above. The third parties listed are not affiliated with Capital One and are solely responsible for their products and services. All trademarks are the property of their respective owners. \n\nPlease do not reply to this message, as this email inbox is not monitored. To contact us, visit XXXX. \n\nProducts and services are offered by Capital One, N.A. \n\nXXXX Capital One. Capital One is a federally registered service mark. \n\nXXXX XXXX XXXX In accordance with these instructions we then faxed the document and exhibits to the number provided by Capital One. Included is the confirmation sheet showing the fax went through : Case Number XXXX On XX/XX/XXXX, XXXX XXXX XXXX and a Capital One representative spoke at length with a XXXX representative. This call established the following : The hotel registration in dispute appears nowhere in XXXX XXXX booking history or profile on XXXX. I have downloaded a screen grab to the Capital One site provided by your representative that demonstrates this fact. In addition, the booking reference number and pin for that booking do not appear in her booking history/profile. \nThe documents that XXXX provided to Capital One in response to our initial dispute prove that the reservation at issue was booked under an email ( XXXX ) that does not belong to XXXX XXXX and is not associated with her account at XXXX Accordingly, either someone other than XXXX XXXX created a nearly identical account and booked the hotel and XXXX is now illegally and fraudulently attempted to charge this to XXXX XXXX account or XXXX had a systems failure and somehow created another account for XXXX XXXX with a different email address and then booked a hotel in the same city ( XXXX, Florida ) where XXXX XXXX had initially booked a different hotel and subsequently cancelled. XXXX does not dispute that the one reservation associated with XXXX XXXX account was successfully and correctly cancelled. \nIt can no longer be disputed that XXXX XXXX did not book the reservation for which XXXX is attempting to charge her. The only question now is whether XXXX engaged in willful fraud or charged her for this booking through gross negligence and errors in their system. \nAt the end of the call yesterday with XXXX, the XXXX representative stated they would work quickly to correct the situation, at present we have heard nothing further from XXXX. \n\nI have submitted a screen shot of XXXX XXXX account profile/history into your download system and refer to the dispute letter Capital One emailed to me on XX/XX/XXXX that proves all of the above-asserted facts. Your prompt attention to this matter is appreciated. \n\nSincerely, XXXX XXXX XXXX Virginia XXXX XXXX. XXXX The Exhibits that were faxed with this correspondence are below. The receipt page is the last of the attached exhibits : After making this submission and being informed by a Capital One representative that the portal would be held open and the investigation would not likely begin until a couple of weeks after the documents were faxed on XX/XX/XXXX, we made an additional submission providing Capital One on XX/XX/XXXX with additional information -- specifically, that the hotel where the reservation was made had confirmed to us that they had only charged for the first day of the reservation which meant that XXXX had pocketed the balance. That correspondence, submitted into the Capital One Portal on XX/XX/XXXX is pasted below : Case Number XXXX Further to our previous submission, faxed to and received by Capital One on XX/XX/XXXX, and pursuant to subsequent conversations with various Capital One representatives from the XXXX Department, we submit this brief in further support of our dispute with XXXX. \n\nThe crux of this dispute is as follows : In XXXX of XXXX, XXXX XXXX XXXX booked a hotel room at the XXXX House on XXXX XXXX in XXXX, Florida for the dates of XX/XX/XXXX through XX/XX/XXXX. She subsequently cancelled that reservation a few days later and received confirmation of the same. Thereafter, either through fraud or an error in the XXXX system, another reservation was made under the name of cardholder XXXX XXXX for another hotel, the XXXX on XXXX in XXXX, Florida. However, the reservation was made under a different profile and utilized a different email address than the reservation made by XXXX XXXX at the XXXX House. As a result, XXXX XXXX never received notice that a reservation had been made and the reservation at the Inn on XXXX never appeared in XXXX XXXX XXXX profile and she never received notice that such a reservation had been made in her name. \nThereafter, in or around XX/XX/XXXX, XXXX XXXX was contacted by CapitalOne about a charge made by XXXX in the amount of XXXX for a hotel reservation in XXXX. Unaware of the fraudulent reservation made in her name, but not under her profile, XXXX XXXX assumed it was for the XXXX House reservation and disputed the charge. \nOn or around XX/XX/XXXX, cardholder XXXX XXXX received an email from Capital One stating that XXXX had demonstrated a valid charge and that Capital One was reinstating this fraudulent charge against the XXXX. At the same time, the XXXX became aware of a second fraudulent charge from XXXX made on XX/XX/XXXX in the amount of {$130.00}. \nOn XX/XX/XXXX, XXXX XXXX XXXX called Capital One and spoke to a Capital One representative from the XXXX Department. After going over the situation with the Capital One representative and discovering the fraudulent charge made by XXXX for the reservation at the Inn of XXXX, XXXX XXXX and the Capital One representative called and spoke at length with a XXXX representative. According to the Capital One representative, the call which took place around XXXX XXXX and lasted over an hour, the call was recorded and the recording is inn the possession of Capital One. The call established the following facts which are not in dispute : The hotel registration in dispute appears nowhere in XXXX XXXX booking history or profile on XXXX. A downloaded screen grab of XXXX Rittingers XXXX profile that demonstrates this fact has been downloaded to the Capital One site provided by your representative. In addition, the booking reference number and pin for that booking do not appear in her booking history/profile. \nThe documents that XXXX provided to Capital One in response to our initial dispute prove that the reservation at issue was booked under an email ( XXXX ) that does not belong to XXXX XXXX and is not associated with her account at XXXX Accordingly, either someone other than XXXX XXXX created a nearly identical account and booked the hotel and XXXX is now illegally and fraudulently attempted to charge this to XXXX XXXX account or XXXX had a systems failure and somehow created another account for XXXX XXXX with a different email address and then booked a hotel in the same city ( XXXX, Florida ) where XXXX XXXX had initially booked a different hotel and subsequently cancelled. XXXX does not dispute that the one reservation associated with XXXX XXXX account was successfully and correctly cancelled. \nWhen confronted with this avalanche of evidence demonstrating the fraudulent nature of this charge, the XXXX representative, on this call recorded by Capital One, promised that XXXX would get back to the cardholders within 48 hours and would rectify the situation. To date, the XXXX have not received the promised response. \n5. Thereafter, the Rittingers contacted the Inn at 5th to gather more background on the fraudulent charge. During a call with an Inn manager the XXXX learned that the Inn had only charged the XXXX card for the first night of the fraudulent reservation and were shocked that XXXX had tried to enrich itself by charging the full reservation amount. Accordingly, even if the reservation had been legitimatewhich it clearly was not XXXX should only have charged the Rittingers the sum of around {$750.00}. Further evidence that booking.com was engaged in deliberate fraud against the Rittingers. \n\nBased on the undisputed factual narrative set forth above, coupled with ( a ) the screen grab of XXXX XXXX XXXX profile and ( b ) the documents submitted to Capital One by XXXX ( which Capital One forwarded to XXXX XXXX in the two pieces of correspondence it sent to him and is already in Capital Ones possession ), along with ( c ) the recording of the conversation between XXXX XXXX, the Capital One representative from the XXXX Department, and the representative from XXXX, it is clear that the two charges XXXX made against the Rittingers were at best made in error and at worst were fraudulent in nature. As such, Capital One should reverse the charge in the amount of XXXX originally made on XX/XX/XXXX, and the charge for {$130.00} made on XX/XX/XXXX for a total amount of {$3000.00}. \n\nSincerely, XXXX XXXX XXXX Virginia XXXX XXXX. XXXX After making this submission, we waited. As the Capital One representative had informed us that they wouldn't likely begin to review the submitted documents until the end of XXXX and the investigation could take four to six weeks, we waited patiently for a response. Having not received a response by XX/XX/XXXX, we contacted Capital One and spoke with a customer service representative. The representative was completely clueless and informed us that the claim was denied pursuant to the terms of an international agreement that she could neither cite nor provide a copy of said agreement. Shortly after the call we received the following form letter which stated we had not provided Capital One with any of the documents they had requested -- an obvious and blatant lie. That letter is pasted below : XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX XXXX 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$2900.00}. \n\nAt that time we began an investigation into your dispute and requested information from you. While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim. \n\nIf you still want to dispute the charge, please contact the merchant and work directly with them. At this time, we consider your case closed. We apologize for any inconvenience. If you have questions, please give us a call at XXXX. We're available from XXXX XXXX XXXX XXXX XXXX XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center XXXX Capital One. Capital One is a federally registered service mark. XXXX : XXXX : XXXX : XXXX : XXXX XXXX XX/XX/XXXX Case Number : XXXX XXXX Capital One. Capital One is a federally registered service mark. XXXX : XXXX : XXXX : XXXX : XXXX XXXX After making this submission, we waited. As the Capital One representative had informed us that they wouldn't likely begin to review the submitted documents until the end of XXXX and the investigation could take four to six weeks, we waited patiently for a response. Having not received a response by XX/XX/XXXX, we contacted Capital One and spoke with a customer service representative. The representative was completely clueless and informed us that the claim was denied pursuant to the terms of an international agreement that she could neither cite nor provide a copy of said agreement. Shortly after the call we received a form letter which stated we had not provided Capital One with any of the documents they had requested -- an obvious and blatant lie. \nAs this excuse for denying the claim was clearly false, we called Capital One Customer Service shortly after receiving it, informed them that the statement in the letter was incorrect on it's face and that we were considering our legal options but that we would prefer to reach an amicable settlement. A few hours later, we were called by a Capital One representative who identified himself as XXXX with ID # XXXX. He asked that we provide him a copy of the reservation that we had made with a different hotel in XXXX, FL ( not the one we were charged for ) and the email indicating that we had cancelled that particular reservation. We sent him the correspondence. \nWe sent the following correspondence : Date : XXXX XXXX From : XXXX XXXX To : XXXX ( ID # XXXX ) Case Number : XXXX XXXX : Per our telephone call today and per your request, in addition to this note I am submitting the following requested documents into the portal : A Screen Shot of the original XXXX reservation at the XXXX XXXX in XXXX, Florida from my wifes account page. \n\nA screen shot of my wifes XXXX account page noting that the reservation at the XXXX XXXX was cancelled. \n\nA PDF in two parts of an email dated XX/XX/XXXX, to my wife from XXXX confirming the reservation at the XXXX XXXX was cancelled. \n\nPlease let me know if you need any other documents. \n\nSincerely, XXXX XXXX We attached the XXXX exhibits as requested pasted below : -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXXXXXX XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX PM Subject : Booking canceled for XXXX House XXXX XXXX XXXX XXXX XXXX XXXX Your booking has been canceled free of charge. \n\nDear XXXX XXXX, Your reservation at XXXXXXXX XXXX XXXX XXXX XXXX is now canceled. You dont need to do anything else, but if you have questions for the property, feel free to contact them at XXXX XXXX. The property is responsible for payment and will handle any refunds ( if applicable ) automatically. \n\nXXXX XXXX XXXX XXXX House XXXX XXXX XXXX XXXX XXXX XXXX South, XXXX, FL XXXX, United States of America XXXX : XXXX XXXX Email property You booked for Check-in Check-out CANCELED XXXX XXXX adults Thursday, XX/XX/XXXX Monday, XX/XX/XXXX Check-in Check-out Booking number PIN Code Thursday, XX/XX/XXXX Monday, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Free Cancellation XXXX {$0.00} You might have already XXXX charged for all or part of your stay by XXXX XXXX XXXXXXXX XXXX XXXX this is XXXX XXXX XXXX \nYou should receive your money back shortly, but you can also contact the property for more info : XXXX House XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX Reply You might still receive notifications about this booking while our system is updating, but your booking is definitely canceled. \n\nXXXX Having now sent every exhibit Capital One had requested of us going back to the time we had first contested the charge, we expected a quick resolution in our favor. Instead, we received the following correspondence stating -- incredibly -- that we had not filed the claim within 60 days of the charge being made. That letter is pasted below : XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX Here 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$2900.00}. \n\nWe have a limited amount of time to reverse a charge on our customer 's accounts. Unfortunately, that timeframe has expired for this particular charge. If you want to dispute a charge in the future, please let us know within 60 days of receiving the statement that shows the disputed charge. \n\nIf you still want to dispute the charge, please contact the merchant and work directly with them. At this time, we consider your case closed. We apologize for any inconvenience. If you have questions, please give us a call at XXXX. We're available from XXXX XXXX XXXX XXXX XXXX. XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center We are fairly certain that based on the false statements made in the XX/XX/XXXX and XX/XX/XXXX letters from Capital One that we could prevail if we elect to sue them in the XXXX XXXX Virginia Small Claims Court, but would prefer to resolve this without going down the litigation route, The problem is that Capital One makes it impossible to get in touch with a human being with the capacity and authority to discuss this matter. The customer service reps simply repeat a script over and over again and it is exceedingly difficult to reach a manager with any authority. Based on the factual narrative and the amount of documentation we have and the tapes we could obtain with a discovery demand from Capital One after filing a lawsuit, I would think Capital One would want to settle before having to pay lawyers to defend. The problem is that we can't find anyone at Capital One to have that discussion. Any assistance you can provide in that regard would be greatly appreciated. \n\nSincerely, XXXX and XXXX XXXX","date_sent_to_company":"2023-04-24T02:44:23.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"22207","tags":null,"has_narrative":true,"complaint_id":"6877902","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-04-24T02:13:38.000Z","state":"VA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["After Capital One inexplicably allowed the charge to go through, and after multiple calls with Capital One customer service representatives, in accordance with Capital One 's policies we sent the requested statement and supporting documents to the fax number Capital One provided on XX/XX/XXXXXXXX XXXX XXXX \n3. Capital One then sat on the complaint for two months ostensibly while \" investigating ''.\n\n4."],"company":["CAPITAL ONE FINANCIAL CORPORATION"]},"sort":[11.46056,"6877902"]},{"_index":"complaint-public-v1","_id":"12759789","_score":6.235097,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XXXX\nI have been fighting Comenity bank since XXXX XXXX XXXX because they are trying to force me to pay for services I did not receive. I have written numerous letters, talked to over XXXX different people and got nothing but conflicting information. They have destroyed my credit rating because they did not follow proper procedures when a cardholder reports a crooked merchant like XXXX XXXX XXXX and whoever XXXX XXXX is. This bank is the worst one I have ever dealt with since I have been doing business, and that has been over 70 years. Why is this bank still allowed to remain in business? I have added excerpts from some of the customer complaints. Most of them have the same problem with Comenity. This is what they are doing: Comenity bank is using fraud and unethical practices to force cardholders to pay for services or products they do not receive. They use extortion to force them to pay and if they dont pay, Comenity will use black mail to force them to pay or they will destroy their credit rating. Credit ratings play a major role in every business transaction and Comenity knows this. These are some of the complaints: Comenity Bank Reviews THEY ARE CROOKS TO THE FULLEST. How could a bank like this still exist? No consequences. Where is the law? Is this the USA? Stay away from this bank. They charge for payments that don't go thru even though you get a conformation # from them. Got a janky answer from the manager that it take up to 15 day for them to get an answer.\nI have written three letters explaining this problem to this company but never receive a response! I will not pay this bill; it is for a bogus account listing a bogus card, from a very disreputable company. DO NOT DO BUSINESS WITH THIS COMPANY!\nI'm sorry, but this is a fraudulent charge to me, and Comenity Bank has unethical business practices. This bank harassed me to pay it, they made collection calls and have been rude and distrustful even though I paid my account in full and closed the account. Helpful (0)\nEveryone should max out all their Comenity credit cards and refuse to pay. Most of the cards seem to be retailers and most people can live without retailers' cards. This will cause enough of a hiccup to get official attention to correct this corporation's thefts.\nThey would not work with me because they said the XXXX had been turned over to collections. I do not even owe this debt, and it is continuing to affect my credit score to the point where my home insurance doubled and is now XXXX more a year.\nThere I was, my car already serviced and Comenity told me to bring my card back when I received it and receive the service then!! I told Comenity, yeah Like this merchant is going to let me drive off and trust that I'll come back to pay for it, LMAO! I had to end up using another credit card I had and told Comenity to keep their card, dont mail it to me.\nPlease do not enroll with any credit card from Comenity Bank /Bread Financial. It is antiquated and a scam. There are some department stores that use them as well as XXXX Do not apply for anything with this bank.\nI can well understand why this \"joint\" has only 1 star rating. Comenity bank is usury at its finest. They are inconsistent, dishonest and scammy. Their accounts often include hidden fees and minimums. Payments will be applied randomly to multiple financed plans and their system does not have real time balance reporting. Their websites are trash. They will also randomly close accounts for no reason. Comenity: expect to be scammed.\nI used to have comenity bank with my XXXX account and they were to difficult to deal with so I closed the account after they ruined my credit score on items I never bought. Now, I see they are doing the same thing with my XXXX card. After i finally get out of the mess theyve made with that, I will never ever do business with any company that uses comenity, But since then Comenity bank calls 2 times a day and won't say anything when I answer. Checked them out and they are most likely a rip off scam company. They told us that we didn't pay the interest XXXX XXXX and all of the added fees. They sent us a bill - to our old address, again - and reported us again. Knock a hundred points off of our credit, zero confidence that they won't just do it again. AND when we were talking to them, the rep was rude, treated us like criminals, and hung up on us. Never again will I get anything from this bank. Never, ever, ever.\nComenity Bank is terrible, customer service rep's are just as bad. I purchased merchandise and donated XXXX to XXXX XXXX XXXX XXXX. I was not satisfied with the merchandise so I returned it. They credited by card all but the XXXX that I donated to XXXX XXXX. I later received a bill stating that I had a late fee. I did not have any other purchase on my card. They billed me late fees for XXXX months so I paid the late fee so it wouldn't impact my credit. The next month I received another late fee. My card is not late because I returned the merchandise. They are charging me monthly charges for the XXXX charges. I tried to dispute the matter. I was given the wrong address, I had to contact the XXXX. This bank is definitely a SCAM. I'm closing my card and sharing my story on all social media platforms.\nComenity bank is such a scam you sent your money on time and they said oh no it takes 10 days to process so they give you late please I close my account immediately thank God the bogus late fees and interest charges which I am not going to pay I wish the companies that use them would not use them because I actually like the companies How come they are not aware of what a scam these people are? \n\nThey are quick to charge a late fee. I had a dispute with them and they never investigated it to get me a refund but the company I had a dispute with settled it later when I called the customer service number instead of the location of the disputed amount.\nPlease stay clear . This horrible greed . Plus I closed acct out last mth I pd it on XXXX XXXX they charged me late fee w acct closed in XXXX said I may have pay another XXXX if interest from closed acct not pd by XXXX XXXX on closed out acct pd off XXXX bl just has pay interest fees today XXXX . Scammers very money hungry \nDO NOT GET INVOLVED WITH THESE PEOPLE!!! SCAMS. Got XXXX credit card to buy a sofa XXXX my balance has never gone below that, no matter how much I paid. They now are FORCING account holders to give direct access to your checking account. Call customer service...you get charged XXXX to talk to someone.\nAny card I get I make sure it is not a commenity card. They are terrible, we received XXXX calls a day on vacation for XXXX dollars. We were on tours and stuff and couldnt go thru getting the card out and writing down confirmations so we sent it to voicemail and took care of it at the hotel however it was ridiculous.\nThey will be hearing from my attorney and I am considering a class action lawsuit. STAY AWAY FROM COMENITY: THEY ARE FRAUDULENT THIEVES.\nI did not sign up for this terrible bank.I had a credit card with XXXX Well they changed my credit card to this terrible bank. Right away after the change I figured out how incredibly crooked Comenity bank is. They do not even have an App. They try to cheat people by making it very hard to find information. I paid off the entirety and will never do any business with them ever again. These kind of banks should never be allowed to operate. .Also XXXX i am canceling your card After XXXX years just because you knew this bank was horrible but you were getting greedy and you thought you could get more interest and late payments from poor people that could not figure out how to find and understand how to pay this crooked scam company. Shame on you XXXX for not caring anymore either.\nIm hiring a lawyer and I will go to the news. The store itself floor decor got hung up on and theres nothing they can do. I have my proof and I will not let them get away with this not even a star rating.\nI filed a dispute with them last XXXX and they did nothing but kept telling that the dispute was still open but one is not supposed to pay any interest on account with a dispute.\nThey are shameless thieves...I was supposed to have paid my XXXX card in full and after paying it off they charged me an interest of XXXX which rose in three months to XXXX dollars because they never sent letters or emails or text messages. They are the worst for credit cards, I don't recommend it. They are rats.\nJust like everyone else I would give 0 stars if I could. Worst bank ever and I am over XXXX years old so I have experience with banks. If you ever think about getting a credit card from this bank don't. You will have more issues resolving your problems than it is worth. They may even ruin your credit and no one including corporate wants to resolve any issues.\n\nIn XXXX years of banking this bank is the WORST banking experience I have ever had ,of the 20 banks I have dealt with this one is rock bottom.I gave it a one star rating,if I could of I would of gave it a MINUS XXXX !!! I owed them like XXXX cents and the charged me a fine of XXXX plus interest ! I filed a complaint notice and got no response. When I got this ridiculous charge I paid it the next day just to get rid of it and then they hit me with a late charge and more interest !!! Their processing department must be the pony express. DO NOT OPEN AN ACCOUNT WITH THIS BANK, BE AFRAID BE VERY AFRAID !!!\nComenity Bank finds new ways to rob customers and charge interests that are not easy to understand, especially when you have the XXXX Credit Card and choose the 12-month financing option. Be careful and ALWAYS ALWAYS review your statements before making the payments. Comenity Bank is the worst Bank to deal with, they only care about taking money from you. They charge me XXXX as fees for one month, and I pay my card automatically every single month. Don't take any card from them, you will regret it!\n\nDo not apply for any kind of credit card unless you know what bank is being used for the credit. Comenity bank is a scam bank and will continue to charge you so called late fees long after you closed the account. They are also collections so they will turn it over to collections while you have no idea you owe money to a closed account. Complete scam.\n\nCrooked as can be. They do XXXXXXXX XXXX card and routinely send emails saying your payment is due on a certain date. When I go to pay in advance, late charges are already applied. I rarely receive payment emails before the payment is due. We have plenty of money. We just can't work with this company in a fair way.\n\nWe were with XXXX XXXX XXXX XXXX. We were sold to Comenity and have had problems ever since. We pay our bill in full every month so I dont understand why when we use the card we are denied. This has happened to my husband very recently for the second time. I was also denied access on my card. Weve both been issued new cards and it happened again. Ive been embarrassed at the registerEnough is enough. They have been nothing but trouble.\nTerrible at best. I received a bill from XXXX years ago that was payed ten tears ago. Comenity bank states that I am 4 months late on payments, but how can that be from a charge that was paid XXXX years ago. Insane!!\nUse Comenity if you are BRAVE enough, so tired of arguing with them every month. Yes, they gives you headache at every month. Just when you are tired, they got a BIG piece of you without knowing it. It is not even qualified a legit bank to start with!!\nThey are a scam they take your Electronic payment from your bank account and say you did not pay. Then ask for your bank to send proof and say they never received that. And still want you to pay the bill even when its paid off.\n\nI have paid my bill consistently online and before the due date. They have no record of the payments and do not want to discuss it with me. I have tried to talk to their customer service but I could not understand a word they said. They finally hung up on me. I have told them I will not make another payment until they straighten out my account. Now I am receiving XXXX XXXX XXXX calls a day.\n\nI have the exact same problem with Comenity bank. My payment was due on XXXX, I sent my payment on XXXX , this bank claims they received the payment on XXXX. so they get to charge the late fee and interest. I called them , their answer is to check before due date to make sure the payment is in.\n\nThis bank does not expedite credit fraud investigation reported by credit card owners. They have taken XXXX months on my credit investigation and instead of investigating in a timely manner they kept charging me for the disputed charges and late fees, reduced my credit limit from XXXX XXXX XXXX. My original dispute investigation is still not resolved.\n\nAs a travel nurse making exceptional income, I will NEVER use this card again nor will I accept a credit line increase. WORST BANK EVER!!!!!!!!!\nOn XXXX XXXX I called their customer service line and asked the rep if I pay the balance today would there be any additional interest added to the account. They assured me that the final balance was the final balance. I also told them when I hit send on the payment that I wanted to close the account. Today I am looking at a bill for XXXX more dollars. This company is a complete rip off and I would never recommend them to anyone.\nComenity Bank is a real life nightmare. No customer service skills, no resolutions to problems, a website that doesn't work and the inability to properly handle payment transactions. Move away from this bank as quickly as possible. . I know how to treat customers, and how I want to be treated. I've had XXXX XXXX for XXXX years, until today, you all know the problems. I have been a member of XXXX for XXXX years. I feel XXXX did me wrong by turning the credit card over to such a poorly run, and understaffed bank. They had to know but didn't care because I'm sure palms were greased, and greed took over. I'm sorry I renewed my membership several months ago, but after XXXX years of membership, it won't happen again, they caused our problems.\nSTAY away from them. They are crooks. I think they just string people along until they give up and pay it. They haven't met me. I will be filing a complaint with the feds. I've won before, I will again.\nI have been asked by a XXXX representative to please keep using the card. Well, I've thought about it and no I will not use this card. Finally, their customer service representatives were terrible. They did not even try to help me and left me with XXXXXXXX credit for XXXX days!\nXXXX switched to this company-try to follow up with Comenity Bank after receiving a letter that my due date had changed by a phone call but if I wanted to speak with a live voice would be charged XXXX XXXX what the heck was XXXX thinking(not). Still awaiting current bill in mail. Will not setup any online service with this company (Comenity), in fact will stop using this card. XXXX credit card service has lost a customer.\nXXXX changed my VISA from XXXX XXXX XXXX to Comenity and its horrible. XXXX responded to my complaint to the XXXX in a professional manner but I got a letter from Comenity that was arrogant, obnoxious and a lie as far as their responsibility for unjustly charging me with late fees. Stay away from this bank that at the very least is incompetent with non existing customer support and whose business practices border on unethical.\nVery shady practices. Looks like they are there to get you in an endless loop to rip you off. A XXXX purchase needed up with a XXXX bill. Their website is not available when I am ready to make the payment and couldnt get them on the phone also. Even after making the payment, they said that I might be getting a bill. When asked for what, they said that there is a daily charge and the balance I paid might not have that charges. Unbelievable!!! How can such a financial institution exist?? Feel awful for the customers who fell into their trap.\nComenity Bank operates worse than you would expect if you were dealing with a third world county bank. DO NOT TAKE OUT A STORE CREDIT CARD IF THE BANK INVOLVED IS COMENITY BANK.\nEach time Im told they will send me a new card, meaning I will be issued XXXX cards I guess. I cant pay my balance without my account number. On phone Im told I can pay them for an extra fee. I dont think this is legit bank & they have all our info. Now I just want to pay my bill by cashiers check & be done with them which will also hurt my credit. But I dont know how.\nXXXX issued me this card without my approval, then I canceled the account without activating the card. This was the beginning of a huge mess with nobody answering the phone. Tried to complain to XXXX and couldn't get through to the right people there either. Stay away from this horrible bank and from XXXX too.\nComenity recently took over servicing for a XXXX Visa card from XXXX XXXX XXXX - which worked great for many years. Can't get an online account, can't get a service rep. This deserves NO stars. AVOID at all costs!!\nI received my XXXX card, i also activated it, set up on line account, cant sign on to view my account, not going to use this card, will cancel it, i dont understand why XXXX left XXXX XXXX XXXX for these people, their customer service stinks.\nI have had a credit card affiliated with XXXX for over XXXX years. XXXX XXXX XXXX serviced it. And I was happy with it. They saved me from fraud a couple of times. Apparently XXXX dropped XXXX XXXX XXXX for Comenity Capital bank. After reading some of these reviews I am going to steer clear of Comenity Bank. \nI can't get an online account set up and can't get a service rep. They are terrible!!! I don't understand why XXXX made this change.\nI've had so many issues with this card. I tried to make a payment but their online and phone system was down for weeks so I was charged a late fee for that. I paid the next month and there's no history of me paying it at all even though I received a confirmation number. Customer service is rude and incompetent blaming me for not paying it in store when there system hasn't been working. Once I pay this card off I will be closing my account.\nComenity bank is charging interest on paid off balances and late charges on top of that. They have no regard for what is right, and calls are back-to-back. I would not recommend Comenity Bank to save my life!\nI cannot believe this company calls themselves a bank! This is the worst company ever! They made a $XXXX mistake on my account. That's insane. Thank goodness I don't do business with them anymore.\nThey suck. On XXXX/XXXX I mistakenly paid $XXXX on a $XXXX bill. They said I would have a check by XXXX. Nope, one operator said it is in the mail. This last operator said it is being processed. I told them, I am XXXX and XXXX costs me XXXX. I have no money to pay for it. They can't fed ex it nor can they call me or email me to let me know it was sent.\nComenity Bank does not Protect its credit card customers against unprincipled, unscrupulous merchant actions against its unknowing Comenity Bank Credit Card users. Please, beware of your online transactions using Comenity Credit Card. This bank does not protect its customers money,\nThey're trying to extort payments for returned items. I won't bore you anymore with the details except to say that If I see any financial ,banking or lending institution even remotely associated with Comenity I will try to get away from it as fast and far as humanly possible!\nThey're still charging me fees AFTER the card was supposedly closed. This is fraud and theft, and I'm in the position of having to fight with them because if I just don't pay it they could report to credit bureaus as an unpaid balance. Avoid any card through this bank at all costs--they're scam artists.\nHolding my payment hostage: I made a payment to Comenity XXXX more than the minimum payment which I frequently do. The payment was made on time but the payment somehow was inadvertently posted to a dead/closed account that was over XXXX years old. Why or How Comenity was able to post monies to a closed account.\nThe XXXX Credit Card, managed by Comenity Bank, is a total fraud. I had autopay setup but then they stopped it without telling me. and then stacked up XXXX months of late fee, and no notifications what-so-ever, until an agent called me i have XXXX months of late fee XXXXXXXX) stacked up. Total scammers... for a purchase of XXXX they should not be on this earth.\nComenity bank sent me a letter telling me that I owe them all the multiple transactions they stole from me or they will report me to the credit bureau. When I looked at my credit card statement, It showed the original transaction I made at Sportsman's, then it shows XXXX additional debits each for the same amount of over XXXXXXXX, but the debits are described as recurring payments.\nWhen I called them to resolve the issue, they told me they had fixed the issue, but they never did. I have called them many times and even though they admit this is a mistake, they tell me that they fixed it, but they still haven't.\nMy credit score is in the XXXX's for the last XXXX years and now they are threatening to destroy it. I think I am going to get a lawyer and sue them. This is the most frustrating financial issue I have ever dealt with.\nWebsite and phones do not work AT ALL - don't try to pay them, you can't. Will just get you extra fees. They are a XXXX company - happy to give you credit at a high rate. NOW cannot even pay. Tried online. try calling. this is XXXX Just want to pay off and cancel this card. NOT WORTH THE HASSLE!\n Rude employees, XXXX months trying to get a fraud charge taken care of. No one cares or bothers other than being rude and hanging up after a XXXX hour wait.Ask for supervisor was given another rude and non caring, uneducated employee. . Where the heck is this bank ? Well not sure it is a bank. I want my card closed and the false charge taken off. Does anyone care. I guess reviews don't mean anything because it is quite obvious they don't read them. Hundreds of reviews on this bank and they are still open. System has been down for XXXX weeks. CLOSE MY ACCOUNT.\nI have the exact experience with these people. Comenity Bank is a rip-off and so is XXXX! I have been charged a restocking fee and a late fee because I chose to fight this. Thus far Comenity says I owe them XXXX ALL IN RESTOCKING AND LATE FEES. I REFUSE to pay.\nI think it's literally been almost XXXX weeks now. Can't see my balance, can't pay my bill, I had to assign another payment method for all my Afterpay and pay pal pay-in-four purchases because the card is not going through when automatically billed...This is a disgrace - who monitors these XXXX anyway?\n\nThis company will try and ruin you. After calling them never wanted to tell me anything and the emails they kept sending me were the same ones over and over again. The unprofessionalism with these people are sick.","date_sent_to_company":"2025-04-01T18:05:59.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75216","tags":"Older American","has_narrative":true,"complaint_id":"12759789","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2025-04-01T17:33:24.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I had a dispute with them and they never investigated it to get me a refund but the company I had a dispute with settled it later when I called the customer service number instead of the location of the disputed amount.\nPlease stay clear . This horrible greed ."]},"sort":[6.235097,"12759789"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":5,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":5}]}},"product":{"doc_count":5,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2}]}},{"key":"Checking or savings account","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Savings account","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1}]}},{"key":"Debt collection","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card debt","doc_count":1}]}}]}},"issue":{"doc_count":5,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with a purchase shown on your statement","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":2}]}},{"key":"Attempts to collect debt not owed","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Debt was result of identity theft","doc_count":1}]}},{"key":"Getting a credit card","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card opened without my consent or knowledge","doc_count":1}]}},{"key":"Managing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":1}]}}]}},"timely":{"doc_count":5,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":5}]}},"company_response":{"doc_count":5,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":2},{"key":"Closed with non-monetary relief","doc_count":2},{"key":"Closed with monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":5,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":5}]}},"company":{"doc_count":5,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CAPITAL ONE FINANCIAL CORPORATION","doc_count":4},{"key":"Bread Financial Holdings, Inc.","doc_count":1}]}},"state":{"doc_count":5,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"TX","doc_count":2},{"key":"LA","doc_count":1},{"key":"NY","doc_count":1},{"key":"VA","doc_count":1}]}},"company_public_response":{"doc_count":5,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},"tags":{"doc_count":5,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}