Comenity Bank, repeated problems

Question

Comenity Bank took over and is ruining my credit rating. I never had a problem with WebBank. Comenity assumed the account and I have repeated problems. First, I was locked out of my account and could not get assistance. I was repeatedly told to wait 24 hours and try again. Then my available credit was $0 when my balance was a fraction of the credit limit. I asked why and was informed that I sent a cease and desist letter. I requested proof of this. I received no response. Now Comenity is reporting multiple late payments when I have proof of timely payments. I had to report it to Consumer Protection Bureau. Comenity finally changed the available credit but is still reporting the late payments which do not exist tanking my credit score. One such payment was made in October but is not reflected on a statement for more than six months. Moving the accounts to Comenity is an epic fail on the part of Dell.

DELL-Cares · Answer

Hi,

Thank you for contacting Dell regarding the Dell pay account.

We do not have access to check finance information. Request you to contact Comenity Capital Bank (Dell Pay) for further assistance. Their dedicated team is available at 1-866-395-9796.

Regards,

KPCCC · Answer

Similar issue..balance paid in full in November (after switch over).. continue to receive late payment notices ....for late fees...had to cancel account and settle 'late fee' over the phone twice. (now March) Processing payments are very slow for them, try to mail your check a month before due date.    And if you pay by phone, call back a week later to make sure it was processed

HamishGFC · Answer

My credit is being ruined, too.  Comenity Bank is absolutely a nightmare.  Dell should be ashamed of themselves for making this move to an incompetent financial institution.

heyitzmelaurie · Answer

They did the same to me! Took my credit score down over 100 points for a $27.00 bill that I was unaware of that accrued. Paid balance off and kept messaging them over new charges with no result. Both Dell and Comenity couldn't tell me what the charge was. Had to dig around myself! After I called them to ask them to remove the late fees, they closed both my accounts with them. Good riddence!

kfedde · Answer

I was an occasional user of Dell Financial but the last time I used it prior (why I am writing to hopefully help others) was 2021 or 2022 not really sure the exact year but it was great. I paid off 2 laptops with no issues, no late fees and no interest. The connection between Dell and the financial site was easy to use.  I just bought a JVC speaker for my daughter's wedding and with all the other expenses I figured why not use that account as it hadn't been used in awhile.  It was easy to purchase it but when I went to pay it off I couldn't get into my account.  Just today my partner in same household used Dell Financial and she just got charged with a $938 interest charge on a $3000(ish) computer.  The shady thing is the period as described on the website is 18 months for purchases over what she financed and it still states this right on the website.  The very unfortunate customer service rep on the phone who probably gets hundreds of these call a shift states it is 14 months; scripted canned answers with absolutely no attempt to 'retain' customers.  I just called to pay my balance off (paid a $9 convenience fee just to be done with it) and will absolutely look elsewhere for further purchases.  Very poor decision by Dell to go with Comenity and a very effective customer deterrent.

sunshine6565 · Answer

I have a situation with this bank that Dell turned to for financing. I NEVER had an issue with Dell. The products are great. I always paid on time. However, in between my recent and less frequent purchases, I did not realize that the account number and Dell Pay had changed. So when I purchased a few items for about $200, I paid online once, and then through my Bill Pay as I had paid before, I paid again. Well, the check sent from Bill Pay which is Dell deposited a copy I have. So I assumed all was well. I signed into my account to see the final balance to send another payment and it did not show the payment that Dell had cashed. So I inquired. So I was not happy. I paid in full through their website, the Bank for Dell Financing. And wouldn't you know? In August when Dell cashed the check and cleared my account, I received a late 30 day on my credit report. I disputed online with Comenity Bank and they refused to accept even though I had the cashed check from Dell on both sides of the check. They DISMISSED IT. To say the least, I am going to try again and hope that Dell will be on my side. This has been a nightmare, bringing my 790 credit score to 688. What a mess. I am infuriated. This is unacceptable by COMENITY BANK and DELL should back up its Customers.

(edited)

ConBrio · Answer

Just want to add to this thread - every interaction I have had with Comenity has been a nightmare. Now it seems that they have found a way to manufacture late charges by disabling their auto-pay option with no notice. Done. Just done.

Customer Care

Comenity Bank, repeated problems

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