topic Frustrated with Comenity Bank in Rebuilding Your Credit

Frustrated with Comenity Bank

Anonymous — Mon, 29 Jun 2020 20:09:42 GMT

So my first goodwill attempt on this credit journey was with commenity. I had a closed account with David's Bridal that was backed by them, but had one 30 day late payment from May 2018. I logged in and sent a message through there system inquiring if it was possible to get the late removed on May 6th. They responded on May 7th with:

"I am with Comenity Capital Bank, which handles everything related to your credit card account. We understand there was a concern regarding your credit report, which reflected a delinquency for May 2018 on your account. To address your concern, as a one time courtesy we have updated our records and have notified the credit reporting agencies of the changes that need to be made to your credit report. This change should be reflected on your credit file within the next 45 calendar days."

I took this as a sign that they were going to change the status of the payment. A month and a half goes by and nothing changes. So I then send a follow up message asking if this change was still going to occur. I get a response saying that the update had already happened in their system and I should wait 45 calendar days. That was about 2 weeks ago. So then I guess because I was getting impatient I sent another message yesterday asking if the update on the account would mean the late payment status would go away. Then I get a message back to call them.

I call today and spoke with a rep and I explain the back and forth. She places me on a brief hold and then tells me that because I haven't used my car since July of 2018 ( I only even used this card to purchase my wedding dress and then brides maid dress later) that she could not go back that far in my account to see the late payment status in 2018. She had no answers for me as to what to do other than to wait out the 45 calendar days and then call back if no change had occurred. How is that possible? How can they change the late status if they can't even pull it up on their records. I asked if there was another department I could talk to and they said they represent the bank and they are the ones who would know. What now?

Re: Frustrated with Comenity Bank

FireMedic1 — Mon, 29 Jun 2020 20:16:37 GMT

You should have been patient and let it work out for the 45 days. As we say here. You poked the bear 1 too many times and ticked them off. They leave notes in their system on your account when you call. So getting antsy may have did you in. Patience grasshopper.

Re: Frustrated with Comenity Bank

Anonymous — Mon, 29 Jun 2020 20:24:42 GMT

@FireMedic1 Maybe I shouldn't have sent the second message. It had been 40 calendar days, so I jumped the gun there. Do you think they told me they couldn't see it because they aren't going to honor my request? That would royally suck. It just seemed to me that they told me it was going to happen and then it didn't happen, unless I misinterpretted their message. Either way, the account definitely hasnt been updated since beginning of May.

Re: Frustrated with Comenity Bank

FireMedic1 — Mon, 29 Jun 2020 20:58:40 GMT

Most updates can take 30-45 days. So it could have been in the works. If they did that day as they said they would. It just might show up anyways. Lets hope it does. Good Luck!!!!!!!!!!

Re: Frustrated with Comenity Bank

Anonymous — Tue, 30 Jun 2020 03:41:31 GMT

@Anonymous wrote:
So my first goodwill attempt on this credit journey was with commenity. I had a closed account with David's Bridal that was backed by them, but had one 30 day late payment from May 2018. I logged in and sent a message through there system inquiring if it was possible to get the late removed on May 6th. They responded on May 7th with:

"I am with Comenity Capital Bank, which handles everything related to your credit card account. We understand there was a concern regarding your credit report, which reflected a delinquency for May 2018 on your account. To address your concern, as a one time courtesy we have updated our records and have notified the credit reporting agencies of the changes that need to be made to your credit report. This change should be reflected on your credit file within the next 45 calendar days."

I took this as a sign that they were going to change the status of the payment. A month and a half goes by and nothing changes. So I then send a follow up message asking if this change was still going to occur. I get a response saying that the update had already happened in their system and I should wait 45 calendar days. That was about 2 weeks ago. So then I guess because I was getting impatient I sent another message yesterday asking if the update on the account would mean the late payment status would go away. Then I get a message back to call them.

I call today and spoke with a rep and I explain the back and forth. She places me on a brief hold and then tells me that because I haven't used my car since July of 2018 ( I only even used this card to purchase my wedding dress and then brides maid dress later) that she could not go back that far in my account to see the late payment status in 2018. She had no answers for me as to what to do other than to wait out the 45 calendar days and then call back if no change had occurred. How is that possible? How can they change the late status if they can't even pull it up on their records. I asked if there was another department I could talk to and they said they represent the bank and they are the ones who would know. What now?

favors don't always happen quickly. It is a big ask and they obliged. I onow it is hard to wait, but I wouls keep waiting. It may not even be on their end, as I feel the CRAs have been super slow to update requests, too. People have had a lot of time on their hands lately to work on their credit, so while it may not be a good excuse, it could be why it is slow. I had a PFD take 6 weeks and I thought for sure I was duped and it wasn't going to happen, but it did! It just took a lot longer than I expected.

I am suoer impressed you got a 'yes' on your first GW request! That is a feat in itself, so just hang in there!

Good luck!

Re: Frustrated with Comenity Bank

Brian_Earl_Spilner — Tue, 30 Jun 2020 03:57:24 GMT

If anything, I would wait another week, then file a complaint with the BBB. I've seen many people succeed in getting things straightened out, even getting PFD from companies that don't do them, using this route. A complaint with the CFPB could also be made, I suppose, since you have it in writing and I'm sure they recorded the call.

Re: Frustrated with Comenity Bank

Anonymous — Tue, 30 Jun 2020 05:26:42 GMT

Thanks all for the input! I appreciate the thoughts. I think as of now, I will wait out the 45 days from the second message I received, and if nothing happens I'll pursue it in other ways. I just found that it was so odd they told me they couldn't see that far back on my account.

Re: Frustrated with Comenity Bank

Anonymous — Wed, 22 Jul 2020 18:58:04 GMT

I tried the secure message route with them the day before yesterday and got a reply that started the same way as yours did, but told me that I could send them evidence to dispute the entries. My original message and reply stated that I understood that the lates were legit (albeit from 2017), but that I was hoping that they would budge. I'm still waiting on a response. I guess I'll have to keep sending the message until I get the answer I'm looking for.

Re: Frustrated with Comenity Bank

Anonymous — Wed, 22 Jul 2020 22:45:39 GMT

@Anonymous They told you to dispute? I am wondering if their response is not actually agreeing to the removal, because they don't actually say. They say they are making a one time adjustment. I still have not had any updates and no one could really give me any information. I'm waiting the 45 days and then I'll try calling again.

Re: Frustrated with Comenity Bank

Anonymous — Wed, 22 Jul 2020 23:10:53 GMT

They said that I have the option to dispute with them, now I'm wondering if I should have. I replied saying the entries were legitimate, but I was requesting a GW removal and no response.

Re: Frustrated with Comenity Bank

Anonymous — Thu, 23 Jul 2020 03:04:50 GMT

@Anonymous Interesting. After reading their response to me, it really does sound like a goodwill approval to me. I may go the route of a BBB complaint since they granted me the removal and didnt do it. Disputing is the last thing I want to do...

Re: Frustrated with Comenity Bank

Anonymous — Thu, 23 Jul 2020 03:40:13 GMT

Best of Luck. I guess I will have to keep trying.

Re: Frustrated with Comenity Bank - UPDATE

Anonymous — Sun, 26 Jul 2020 19:06:20 GMT

Just wanted to give anyone who was curious an update. It looks like comenity has removed the late. It was removed in my most recent 3B report. It ended up taking about 2.5 months, but glad it's gone!

Re: Frustrated with Comenity Bank - UPDATE

Anonymous — Sun, 26 Jul 2020 20:04:48 GMT

Awesome!!! Congrats on the goodwill sucess!

Sometimes you just have to be patient and wait for the changes to fully shake out (which is the hardest part).