topic Re: Comenity True ID Verification in Credit Cards

Comenity True ID Verification

Scott_S — Sun, 19 Oct 2014 03:20:48 GMT

So months after I opened several Comenity store cards, I attempt to use Pier 1 and find out that all my cards are blocked until I send copies of bank statement, front & back of DL's and SS card and then wait up to 21 days for a call from a supervisor indicated my identity has been verified and my accounts are re-opened. Un-Freaking Believeable!!

Re: Comenity True ID Verification

Anonymous — Sun, 19 Oct 2014 03:25:51 GMT

What a pain. I would close all of those cards

Re: Comenity True ID Verification

Membersince2013 — Sun, 19 Oct 2014 03:40:17 GMT

One of the reasons i'll never do business with Comenity again. Their security department is a joke.

Re: Comenity True ID Verification

Te3030 — Sun, 19 Oct 2014 03:43:45 GMT

Wow, Awful! How many Comenity cards do you have?

Re: Comenity True ID Verification

Anonymous — Sun, 19 Oct 2014 04:16:42 GMT

Non-Comenity Related.

But i got a call from AMEX Security/Fraud Dept today inquiring about my latest 2 apps and approvals. Asked me to confirm I indeed applied and received the cards.

After receiving PIF on the PRG and Paying everything but $200 on the ED, I almost thought this was a joke. I would have expected this call a month ago before the first statement cut, or a couple days after the cards got approved.

Comenity ain't the only company who doesn't have all their ducks in a row after all.

Re: Comenity True ID Verification

Anonymous — Sun, 19 Oct 2014 05:56:29 GMT

when I applied for orbitz comenity card, they sent me a letter saying I needed to contact them within 14 days of the letter written. I called and they just asked me about public record, which I guess I failed when I was working on the application. I don't remember every street I ever lived in!

Re: Comenity True ID Verification

taxi818 — Sun, 19 Oct 2014 11:08:16 GMT

@Membersince2013 wrote:
One of the reasons i'll never do business with Comenity again. Their security department is a joke.

Not a joke. When someone has 10 store cards. Why is the question? Because you can? Ok.

Re: Comenity True ID Verification

Membersince2013 — Sun, 19 Oct 2014 11:29:37 GMT

@Anonymous wrote:
when I applied for orbitz comenity card, they sent me a letter saying I needed to contact them within 14 days of the letter written. I called and they just asked me about public record, which I guess I failed when I was working on the application. I don't remember every street I ever lived in!

Same exact thing happened to me. I HAD a Total Rewards card for 6.8k. Tired to charge to it and it was denied. I didn't call till the next day. They asked me "public records" questions and one was about my uncle and i damn sure didn't remember what the answer was. I even tried explain to the "account protection" lady that the question about my uncle wasn't necessarily the easiest to answer since i haven't seen him in a long time. He just ignored everything i said and said "we'll send your a letter that will arrive in 7-10 business days". I countered with "cancel the card". From that day on, i even tried to reopen it but they told me that "it will remain closed since i failed to answer the security question" lol. What upsets me the most is that i was the one who closed it, but on my report it says "closed by grantor". I'm still trying to get them to change it to "closed by consumer". Comenity is an awful bank.

Re: Comenity True ID Verification

Membersince2013 — Sun, 19 Oct 2014 11:30:45 GMT

@taxi818 wrote:
@Membersince2013 wrote:
One of the reasons i'll never do business with Comenity again. Their security department is a joke.
Not a joke. When someone has 10 store cards. Why is the question? Because you can? Ok.

Well, i was relating it to me experience. I also think Comenity is awful for my own reasons. Comenity and PNC bank have the rudest people working for them.

Re: Comenity True ID Verification

Scott_S — Mon, 20 Oct 2014 02:27:37 GMT

@Te3030 wrote:
Wow, Awful! How many Comenity cards do you have?

Gamestop

Abercrombie

Maurices

Buckle

HSN

BeallsFlorida

Bealls

JCrew

Kingsize

OnestopPlus

New York & Co

Express

The Limited

Diamond Elite

Victoria Secret

Pier 1

Torrid

Linen Source

Soultions

Norm Thompson

Blair

Haband

Peebles

Bon-Ton

Motorola

Roamans

Or I guess I could have said I have alot. I have called several times and each time I am told there is nothing on the accounts that indicate why after months I suddenly have to do this. There is nothing out of the ordinary about my credit report or identity or residence, etc.... I am beyond pist off.

Re: Comenity True ID Verification

Anonymous — Mon, 20 Oct 2014 02:27:14 GMT

@Scott_S wrote:
@Te3030 wrote:
Wow, Awful! How many Comenity cards do you have?
Gamestop
Abercrombie
Maurices
Buckle
HSN
BeallsFlorida
Bealls
JCrew
Kingsize
OnestopPlus
New York & Co
Express
The Limited
Diamond Elite
Victoria Secret
Pier 1
Torrid
Linen Source
Soultions
Norm Thompson
Blair
Haband
Peebles
Bon-Ton

Or I guess I could have said I have alot. I have called several times and each time I am told there is nothing on the accounts that indicate why after months I suddenly have to do this. There is nothing out of the ordinary about my credit report or identity or residence, etc.... I am beyond pist off.

This ladies and gentlemen is why you don't base the majority of your credit portfolio with one lender.

Re: Comenity True ID Verification

FinStar — Mon, 20 Oct 2014 02:32:43 GMT

@Scott_S wrote:
@Te3030 wrote:
Wow, Awful! How many Comenity cards do you have?
Gamestop
Abercrombie
Maurices
Buckle
HSN
BeallsFlorida
Bealls
JCrew
Kingsize
OnestopPlus
New York & Co
Express
The Limited
Diamond Elite
Victoria Secret
Pier 1
Torrid
Linen Source
Soultions
Norm Thompson
Blair
Haband
Peebles
Bon-Ton

Or I guess I could have said I have alot. I have called several times and each time I am told there is nothing on the accounts that indicate why after months I suddenly have to do this. There is nothing out of the ordinary about my credit report or identity or residence, etc.... I am beyond pist off.

Ummmmm, that's quite a collection for Comenity. I personally have never had any issues with them and their CSRs have been great IME - including the last 2 scenarios where I had to verify identity information (A&F card a while back to the DSW Visa I just got approved last week) Everyone's experience (and how it's handled) will vary. Then again, when you put all your eggs in one basket, if something goes wrong with one (whatever the issue may be), then all will face the same outcome. Hopefully, this gets resolved for you OP.

Re: Comenity True ID Verification

Scott_S — Mon, 20 Oct 2014 02:38:23 GMT

__________________________________________________________________________________________________________________________________________

Just for the record although I have a lot of Comenity cards, I have quite a few cards from other lenders as well. But Comenity is the only one I have ever had any issues with. The few reps I have talked to all comfirm that I will recieve a call from a supervisor who will confirm for me that my TRUE ID documents have been processed and my accounts are re-opened. I sure hope the supervisor has thick skin, because I plan to lay in to them pretty hard during the call.

Re: Comenity True ID Verification

FinStar — Mon, 20 Oct 2014 02:45:24 GMT

@Scott_S wrote:
Ummmmm, that's quite a collection for Comenity. I personally have never had any issues with them and their CSRs have been great IME - including the last 2 scenarios where I had to verify identity information (A&F card a while back to the DSW Visa I just got approved last week) Everyone's experience (and how it's handled) will vary. Then again, when you put all your eggs in one basket, if something goes wrong with one (whatever the issue may be), then all will face the same outcome. Hopefully, this gets resolved for you OP.
__________________________________________________________________________________________________________________________________________

Just for the record although I have a lot of Comenity cards, I have quite a few cards from other lenders as well. But Comenity is the only one I have ever had any issues with. The few reps I have talked to all comfirm that I will recieve a call from a supervisor who will confirm for me that my TRUE ID documents have been processed and my accounts are re-opened. I sure hope the supervisor has thick skin, because I plan to lay in to them pretty hard during the call.

You must have tripped some sort of security algorithm that flagged all the accounts. Inconvenient, sure. And, while I'm sure it can be an upsetting situation, perhaps instead of releasing your wrath, just try to mitigate the reasons (or root cause if possible) so that it doesn't occur in the future. Keep in mind, they hold the gold. You do not own Comenity, these are loans on plastic to you as the consumer. It is clearly written on their T&C when it comes to suspending credit privileges or closing accounts.

Re: Comenity True ID Verification

Scott_S — Mon, 20 Oct 2014 02:54:01 GMT

____________________________________________________________________________________________________________________________________

If Comwnity wants to close my accounts because I give an employee a tonge lashing then so be it. But after sending them the front & back of my Driver's License, Social Security Cards & a Bank statement there better never be any future doubt that I am who I say I am when I app for one of their cards.

Re: Comenity True ID Verification

JediNeo — Mon, 20 Oct 2014 03:07:16 GMT

@Scott_S wrote:

Just for the record although I have a lot of Comenity cards, I have quite a few cards from other lenders as well. But Comenity is the only one I have ever had any issues with. The few reps I have talked to all comfirm that I will recieve a call from a supervisor who will confirm for me that my TRUE ID documents have been processed and my accounts are re-opened. I sure hope the supervisor has thick skin, because I plan to lay in to them pretty hard during the call.

I'm sorry this happened to you and understand it can be frustrating. However I don't understand how you can go in with premeditated rage. Something triggered the flag in their system. It's not like they are sitting there saying "You know what, I'm going to mess with Scott so can call and yell at me." I hope it works out for you.

Re: Comenity True ID Verification

Scott_S — Mon, 20 Oct 2014 03:23:00 GMT

I understand what you're saying, but you were not the one standing in the store for 20 minute while the bewildered employees who had never seen the message they had on the screen, only to be told I had to use another card and then call this number. Comenity could have called me or sent me a letter informing me they blocked my accounts, instead they just kept it a secret waiting for me to find out in an embarrasing way. Secondly they could make this bull crap process easier, they could let me fax the information in or scan and email it in and leave my accounts open for a few days until they receive the fax/email scan, but instead I have to mail it to a post office box and wait 21 days for a phone call, assuming that phone call will actually take place.

This unbelieveably customer UN-FRIENDLY process might not be delivertly directed at me personally, but it also isn't done with any concern for customer service or customer loyalty or convienence. I think a few choice words is letting them off easy.

Re: Comenity True ID Verification

JediNeo — Mon, 20 Oct 2014 03:34:31 GMT

@Scott_S wrote:

I'm sorry this happened to you and understand it can be frustrating. However I don't understand how you can go in with premeditated rage. Something triggered the flag in their system. It's not like they are sitting there saying "You know what, I'm going to mess with Scott so can call and yell at me." I hope it works out for you.

I understand what you're saying, but you were not the one standing in the store for 20 minute while the bewildered employees who had never seen the message they had on the screen, only to be told I had to use another card and then call this number. Comenity could have called me or sent me a letter informing me they blocked my accounts, instead they just kept it a secret waiting for me to find out in an embarrasing way. Secondly they could make this bull crap process easier, they could let me fax the information in or scan and email it in and leave my accounts open for a few days until they receive the fax/email scan, but instead I have to mail it to a post office box and wait 21 days for a phone call, assuming that phone call will actually take place.

This unbelieveably customer UN-FRIENDLY process might not be delivertly directed at me personally, but it also isn't done with any concern for customer service or customer loyalty or convienence. I think a few choice words is letting them off easy.

I agree mailing in the requested docs is archaic and they could have been more proactive in notifying you of an issue. Just as a former CSR it's not always or fault, nor do we have access to all the info. Good luck getting this resolved.

Re: Comenity True ID Verification

Anonymous — Wed, 22 Oct 2014 07:41:32 GMT

I'm sure you are livid, but! calm down first and here's a little rule of thumb, unless you know who exactly messed up, don't just unleash the fury on to some random poor CSR. You can attract flies with honey, not vinegar. Keep calmly manner when you speak to them, and if you were to speak to a supervisor, tell them about your experience with their card, diappointed or whatever, and in very stern voice. and if you really want, you could ask if they'll give you any compensation for the inconvenience they caused you.

Re: Comenity True ID Verification

SunriseEarth — Wed, 22 Oct 2014 10:35:07 GMT

@Scott_S wrote:
@Te3030 wrote:
Wow, Awful! How many Comenity cards do you have?
Gamestop
Abercrombie
Maurices
Buckle
HSN
BeallsFlorida
Bealls
JCrew
Kingsize
OnestopPlus
New York & Co
Express
The Limited
Diamond Elite
Victoria Secret
Pier 1
Torrid
Linen Source
Soultions
Norm Thompson
Blair
Haband
Peebles
Bon-Ton
Motorola
Roamans

Or I guess I could have said I have alot. I have called several times and each time I am told there is nothing on the accounts that indicate why after months I suddenly have to do this. There is nothing out of the ordinary about my credit report or identity or residence, etc.... I am beyond pist off.

I disagree that there's nothing out of the ordinary about this list. You have 26 listed Comenity cards, many of which are redundant. Clearly, this triggered some sort of flag. To minimize their exposure and/or to ensure that fraud isn't being committed, the review was triggered.

Hopefully they'll complete their ID verification and restore your accounts. However, if I were you, I'd seriously consider closing some accounts on your own. For example, Linen Source, Soultions, Norm Thompson, Blair, and Haband can all be used at all of those respective stores and will accumulate the rewards at all stores. Just one of those CCs would be good for all stores and wouldn't split your rewards up. And the CLs will grow like any other Comenity CC. My Gold Violin CC started at $250 and has moved up to $850, right in step with my VS Angel Card.