I have seen many complaints regarding this. Recently Dell switched their financial accounts to Comenity bank it was an utter and complete mess! I got one notice in the mail with less than 30 days notice of the switch with no information on how that was going to roll out.
I finally got a paper bill in the mail stating I was a month late and they applied a $20 late fee, for their mistake and their poor roll out of getting accounts switched over. It was Dell who switched and gave little to no notification and then the expectation was the consumers to do all the leg work to now find out what the new account number was through Comenity and then try and set up an account online with them which proved fruitless because once I finally got access, the site would not work to make a payment and kept randomly locking me out. I finally called which was a joke because of the automated system that has you jumping through hoops to talk to a person. Finally get through and it is a person who barely speaks English and had to repeat herself several times. Even worse is that she had no access to my Dell account and could not tell me the account balance or what I had to pay. She said because they are just switching over she does not currently have access to that information. Which begs the question can I charge Comenity a late fee or inconvenience charge for not having everything switched over yet and their customer service representatives not having access to the account information? I feel it's fair since Comenity can do that same to it's customers. I was so frustrated at this point I just went ahead and paid off the remaining balance so I do not have to deal with Comenity and their poor business practices and charging extra fees for their mistakes and poor roll out of getting accounts switched over. NEVER AGAIN. Sorry Dell I will never buy through you guys again! It is terrible and unacceptable that you would treat good customers this way. As for Comenity, they must've been the lowest bidder for you to go through them. They have a history of being terrible and my experience with them over this only reinforced that.
They need to give customers time to figure out that they have to do all the leg work to get their accounts set up through another creditor. In other words no late fees or extra transactional fees until 6 months after the initial switch to Comenity.
Claimed loss: I caught it early, so only the $20 late fee and a damn headache.
Desired outcome: They need to give customers time to figure out that they have to do all the leg work to get their accounts set up through another creditor. In other words no late fees or extra transactional fees until 6 months after the initial switch.