Comenity True ID Verification

[Anonymous]

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@Scott_S wrote:

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@Te3030 wrote:

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

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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.

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

[FinStar]

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@Scott_S wrote:

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@Te3030 wrote:

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

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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.

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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.

[Scott_S]

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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.

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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.

[FinStar]

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@Scott_S wrote:

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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.

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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.

[Scott_S]

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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.

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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.

[JediNeo]

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@Scott_S wrote:

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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.

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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.

[Scott_S]

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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.

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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.

[JediNeo]

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@Scott_S wrote:

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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.

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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.

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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.

[Anonymous]

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.

[SunriseEarth]

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@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.

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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.