topic Re: COMENITY Overstock - problem with statements in Credit Cards

COMENITY Overstock - problem with statements

ocheosa — Tue, 17 Mar 2020 17:57:51 GMT

Dear MFers,

RE Overstock statements - both electronic and paper

I've had problems getting a statement since January 2020 posted. When I called mid February was told they would send it via email and the rep also sent me an immediate email stating the current balance.

Now the March electronic statement has not posted. Called the billing department today to investigate. After the rep reviewed my account, we went over purchases and verified my last statement was in January, he told me to "unenroll, log off, log in again and enroll. That should take care of it." I did the first part then said "ok, I've unenrolled but will wait for a paper statement next month before signing up again. In the interim it says on the website I can request a large print paper statement. Please send a large print paper statement to my home." He responded, "ok, give me a minute to process." He came back and said, "give me a few more minutes please, I'm working on it." I replied, "sure." (I'm notiing al these simple responses to show he knew nothing about what his supervisor is getting ready to pull.)

He then came back and said "he was unable to process the request. He asked his supervisor for help. The supervisor reviewed the account and said, because I pay prior to statement cut, there is no balance remaining to generate a statement. "

I responded, "to be perfectly blunt, that is ridiculous. There were transactions during both missing statement periods. You've never had a problem generating a 0 balance statement before January. I don't expect a statement when there are no transactions but that is not the case here and it would seem you guys are now operating outside the Credit Card Act. Please take this up at your next meeting. I expect Comenity to have this problem solved by my next statement or I will report this to the appropriate agency. It would be too easy for a charge, refund, credit to get overlooked and create a non/late payment issue for me down the line simply because your company has either a bug in the system or wants to save dollars on labor or postage. "

I thanked him for his time and hung up...Disgusted !

Keep an eye on your accounts folks. It may just be a system error with my account but better safe than sorry !

Re: COMENITY Overstock - problem with statements

GApeachy — Tue, 17 Mar 2020 18:41:17 GMT

I've been dealing with the same issue on one of my accts. with them. My January stmt., techs still scratching their heads after two months.

Re: COMENITY Overstock - problem with statements

GApeachy — Tue, 17 Mar 2020 18:43:05 GMT

Still waiting on followup.

Re: COMENITY Overstock - problem with statements

AverageJoesCredit — Tue, 17 Mar 2020 18:30:08 GMT

Im glad i rid myself of the Comenity Quandry Hope it works out for you and Peachy

Re: COMENITY Overstock - problem with statements

ocheosa — Tue, 17 Mar 2020 18:49:30 GMT

@GApeachy wrote:
I've been dealing with the same issue on one of my accts. with them. My January stmt., techs still scratching their heads after two months.

Thank you! I'm so glad I posted. It's comforting to know it's not just me but Comenity's incompetence.

Re: COMENITY Overstock - problem with statements

ocheosa — Tue, 17 Mar 2020 19:26:05 GMT

@AverageJoesCredit wrote:
Im glad i rid myself of the Comenity Quandry Hope it works out for you and Peachy

Thanks for the support @AverageJoesCredit ! I'm hoping the threat to report them gets their behinds in motion! So what it boils down to, at least in my thinking, is they don't have to report your account to the CRAs unless you allow a balance to report. But with multiple accounts there's a good chance your score is dinged for too many balances reporting. Damned if you do, damned if you don't.

But for now 2 can play at this game. I don't want to close the account, so I'll keep paper statements and let a minuscule $0.20-0.50 balance report. So they have to generate a paper statement and issue postage!

Re: COMENITY Overstock - problem with statements

GApeachy — Tue, 17 Mar 2020 19:50:09 GMT

They report my balance every month...even if it is a zero balance, it is reported.

Re: COMENITY Overstock - problem with statements

ocheosa — Wed, 18 Mar 2020 00:27:24 GMT

@GApeachy wrote:
They report my balance every month...even if it is a zero balance, it is reported.

Yeah, they report my 0 balance as well, I just don't trust the mystery statements. I will call back again next week to try to get someone from tech support. Maybe they can look into my problem as well.

Oh, I tested a payment and can confirm the system will not allow less than $1.00. Ha! So as it stands if I want a statement , I would have to let a min of $1.00 report until this issue is resolved.

Re: COMENITY Overstock - problem with statements

NoMoreE46 — Wed, 18 Mar 2020 01:55:41 GMT

@AverageJoesCredit wrote:
Im glad i rid myself of the Comenity Quandry Hope it works out for you and Peachy

Me too! and here is my rant:

On Dec 31, I called to close my Sportsman Guide Visa. On Jan 2, I get a message to check my internal email. It is a confirmaton that I requested to close the account which is paid in full. 10 days later, I see a pending charge for $3.09.

I message and asked why the charge was allowed even after card was closed. No reply for a week so I send another message that included PDF attachment of their confirmation closure letter dated on Jan 2... Got a reply that my account was closed on Jan 22 and that I have a balance of $3.09. Huh?

I counter with 'if my account was closed as of Jan 22, then please explain why I have a previously dated letter (Jan 2) saying that my account was closed on that date? A week later, they snail mail me a letter with a 'please call us to resolve your inquiry.'

So I call and the Rep was unable to explain the two different "closed" dates. One bureau has my SMG Visa closing on Jan 2 and another on Jan 22 ....

goodbye

Re: COMENITY Overstock - problem with statements

Anonymous — Wed, 01 Apr 2020 23:45:02 GMT

This makes me very nervous. I was waiting for a statement to cut for my WS store card (payment due sate on the 19th, this was the 24th) Well, I decided to make a purchase and they push the pending transaction through rapidly (even though previously it took several days to post a transaction) and cut a statement. Statement date of the 26th with 35 day statent period, the purchase posted the 25th, I made payment and it posted on the 25th, but was not included in the statement that cut on the "26th". This will be my first actual statement from WS. They did report immediately upon account opening on the 28th of Feb. This irritated me greatly. I was taking advantage of double rewards, so I made a purchase of 84% of my CL - note I have a toy limit if $250, so it is rather easy to do. As soon as it posted I paid, but nope, it wasn't included on the statement, but the purchase was. I felt like they were waiting for a transaction to cut the statement.

Well my main question is this: I also have a new VS card, payment due date of the 27th, and I am wondering if when I should expect statement close. I have made zero purchases since account opening, but I'd like to make a purchase soon. I fear because they don't cut zero balance statements that as soon as I make a purchase they will once again rapidly push the pending transaction through to post on a statement, like with WS.

Should I expect at a minimum a statement, even though they don't report zero balance? So I at least know I am in a new statement period?

How long should I wait before making a purchase to ensure it will be on next month's statement if they don't cur a statement for this last month?

Re: COMENITY Overstock - problem with statements

Anonymous — Wed, 01 Apr 2020 23:49:13 GMT

I've had the same problem with my TR Visa. Had my car insurance set on it, so there were charges and I pay it off soon as it posts, so not like it's effecting me though. Statements weren't being issued and I went 3 months (just updated yesterday) with out them pushing an update to the CRAs.

Re: COMENITY Overstock - problem with statements

ocheosa — Thu, 02 Apr 2020 05:20:50 GMT

Appreciate all the feedback on this thread ! Well unfortunately I have to pay in full this month because I'm apping for one of my final goal cards. Hope they have had enough time to sort this out. If not, will test the process next cycle and if it has not been resolved will lodge a formal complaint.

GL to all suffering Comenity's trials and errors.

Re: COMENITY Overstock - problem with statements

Anonymous — Wed, 13 May 2020 08:12:52 GMT

@ocheosa wrote:
Appreciate all the feedback on this thread ! Well unfortunately I have to pay in full this month because I'm apping for one of my final goal cards. Hope they have had enough time to sort this out. If not, will test the process next cycle and if it has not been resolved will lodge a formal complaint.

GL to all suffering Comenity's trials and errors.

I hear you!

I am now 10 days post payment due date (3/27). I originally opened the account with VS on 2/18. I just can't understand why something hasn't cut yet to say zero balance - again I get that they may not report it to the 3Bs. I guess I may just bite the bullet and make a purchase because I just don't think a statement is going to cut at all for the first month....

I have been *slightly* tempted to buy something small, let it post, pay it immediately except leave $1 balance to generate reporting/statements. I kind of thing I shouldn't have to do this and I am uncertain if this will mess up my AZEO that I follow, especially since I have both WS and VS cards and would have to do it with both of them.

Re: COMENITY Overstock - problem with statements

Anonymous — Wed, 13 May 2020 08:10:22 GMT

@ocheosa wrote:
Dear MFers,

RE Overstock statements - both electronic and paper

I've had problems getting a statement since January 2020 posted. When I called mid February was told they would send it via email and the rep also sent me an immediate email stating the current balance.

Now the March electronic statement has not posted. Called the billing department today to investigate. After the rep reviewed my account, we went over purchases and verified my last statement was in January, he told me to "unenroll, log off, log in again and enroll. That should take care of it." I did the first part then said "ok, I've unenrolled but will wait for a paper statement next month before signing up again. In the interim it says on the website I can request a large print paper statement. Please send a large print paper statement to my home." He responded, "ok, give me a minute to process." He came back and said, "give me a few more minutes please, I'm working on it." I replied, "sure." (I'm notiing al these simple responses to show he knew nothing about what his supervisor is getting ready to pull.)

He then came back and said "he was unable to process the request. He asked his supervisor for help. The supervisor reviewed the account and said, because I pay prior to statement cut, there is no balance remaining to generate a statement. "

I responded, "to be perfectly blunt, that is ridiculous. There were transactions during both missing statement periods. You've never had a problem generating a 0 balance statement before January. I don't expect a statement when there are no transactions but that is not the case here and it would seem you guys are now operating outside the Credit Card Act. Please take this up at your next meeting. I expect Comenity to have this problem solved by my next statement or I will report this to the appropriate agency. It would be too easy for a charge, refund, credit to get overlooked and create a non/late payment issue for me down the line simply because your company has either a bug in the system or wants to save dollars on labor or postage. "

I thanked him for his time and hung up...Disgusted !

Keep an eye on your accounts folks. It may just be a system error with my account but better safe than sorry !

Well I guess I am definitely not alone in this.

I have a VS CC with Comenity I got in Feb this year and did not use until April.

I made a purchase and paid it after it posted, but before the statement cut date.

I figured I should finally get a statement since there was 2 transactions (purchase and payment).

Nope! The statement date came and went. It has now been a few weeks since the statement should have cut.

Let's not even get started on their lacking in reporting to the 3Bs....

So am I wrong here thinking that I should have documentation of use besides the website in the form of an actual statement whether it be paper or paperless?

Do you think hidden deep in the paperless terms somewhere when you sign up they have something along the lines of "if you don't have a balance due at time of statement date that you will not receive any type of statement"?

I just don't think that seems very legal for some reason...

Re: COMENITY Overstock - problem with statements

ocheosa — Wed, 13 May 2020 17:05:39 GMT

@Anonymous wrote:
@ocheosa wrote:
Dear MFers,

RE Overstock statements - both electronic and paper

I've had problems getting a statement since January 2020 posted. When I called mid February was told they would send it via email and the rep also sent me an immediate email stating the current balance.

Now the March electronic statement has not posted. Called the billing department today to investigate. After the rep reviewed my account, we went over purchases and verified my last statement was in January, he told me to "unenroll, log off, log in again and enroll. That should take care of it." I did the first part then said "ok, I've unenrolled but will wait for a paper statement next month before signing up again. In the interim it says on the website I can request a large print paper statement. Please send a large print paper statement to my home." He responded, "ok, give me a minute to process." He came back and said, "give me a few more minutes please, I'm working on it." I replied, "sure." (I'm notiing al these simple responses to show he knew nothing about what his supervisor is getting ready to pull.)

He then came back and said "he was unable to process the request. He asked his supervisor for help. The supervisor reviewed the account and said, because I pay prior to statement cut, there is no balance remaining to generate a statement. "

I responded, "to be perfectly blunt, that is ridiculous. There were transactions during both missing statement periods. You've never had a problem generating a 0 balance statement before January. I don't expect a statement when there are no transactions but that is not the case here and it would seem you guys are now operating outside the Credit Card Act. Please take this up at your next meeting. I expect Comenity to have this problem solved by my next statement or I will report this to the appropriate agency. It would be too easy for a charge, refund, credit to get overlooked and create a non/late payment issue for me down the line simply because your company has either a bug in the system or wants to save dollars on labor or postage. "

I thanked him for his time and hung up...Disgusted !

Keep an eye on your accounts folks. It may just be a system error with my account but better safe than sorry !
Well I guess I am definitely not alone in this.

I have a VS CC with Comenity I got in Feb this year and did not use until April.

I made a purchase and paid it after it posted, but before the statement cut date.

I figured I should finally get a statement since there was 2 transactions (purchase and payment).

Nope! The statement date came and went. It has now been a few weeks since the statement should have cut.

Let's not even get started on their lacking in reporting to the 3Bs....

So am I wrong here thinking that I should have documentation of use besides the website in the form of an actual statement whether it be paper or paperless?

Do you think hidden deep in the paperless terms somewhere when you sign up they have something along the lines of "if you don't have a balance due at time of statement date that you will not receive any type of statement"?

I just don't think that seems very legal for some reason...

I've changed settings from paperless to paper and back again and still no statement has cut since January. I just made a purchase and am letting it report to see if it forces a statement. I don't think what they are doing is legal but am beginning to wonder if something is changing internally; either a new system or possibly even changing program/banks. I've had this account since December 2016. It's strange that this lack of providing statements happened all of a sudden and the front line csr's were not aware. They do still report changes to the CB's, it just seems to take two cycles for it to update. I did not renew my ClubO membership this month, waiting to see how all of this irons out.