Comenity Capital Bank – Motorola Credit – Idiots of the first order

Last year, in 2013, I decided my next cell phone would be an unlocked GSM phone useable world wide. I did not look very hard as I did not need a new cell phone, I’d like a new cell phone. Eventually my bad Samsung phone got worse. Short battery life was the major sin, and it went from 2/3 of a day to half a day. Even with a new batter, and would spontaneously reboot at any time, including the middle of a phone call.

Samsung was not on my list of vendors, bad experience followed by reported goelocking of phones.

So I saw an announcement of the new Motorola Moto G. And when I could, ordered one from Motorola’s web site, where during the ordering process “interest free credit” was offered. Approximately $22/month for 10 months looks better than a onetime hit of $212, so I went for the credit option.

The phone arrived in early December and I’m happy with it. The screen is a little small for my fingers, but that’s the case with nearly all not-so-smartly designed phones, and 100% true for not-so-smartly designed phone which fit into my trouser pockets. (I do wear pants, however in my lexicon they are underwear, as are vests).

Motorola Credit’s organization, Comenity Capital Bank, sent me an email on December 28, suggesting I download my statement. So I tried, and the web site demanded my Motorola/Comenity Capital Bank’s account number, which I do not have. I night have been told the account number when I ordered the phone, but I did not print out anything, as I do not like leaving account numbers lying around.

So I called Comenity Capital Bank on my new Motorola Phone, and the phone worked well. The exchange with Comenity Capital Bank did not. At first I tried the voice response, and asked to get my account number, it said:

“We can help you with that”

and then said

‘We cannot provide you an account number over the phone” and hung up.

Or maybe I hung up, vexed at the offer to help followed by the go away and die follow on.

I called again, and listened further to the voice response system, where it perkily told me I could pay over the phone for the small sum of $15.00 per transaction. This for an approximately $22/month bill.

Nice margin I thought, followed by an instant decision that I would not be paying the $15 fee, ever.

I hung up again. Just a little irritated at this point.

I called for a third time, and eventually got to a real person, after reflecting on organizations who hate their customers so much that they really get them angry and deliberately wound up to have them rude and obnoxious when speaking to an innocent representative (I believe this deliberate, as the management not only hates customers, but also hates employees).

The employee, reading from the procedures manual stated that no way, never, not on this earth could she provide me my account number, even after asking the normal litany of questions that oneself, and only oneself on a good day could ever answer. And also informed me that I was sent a paper statement on December 20th, 2013.

Which did not arrive by Jan 5th,2014 and has not graced my mailbox since.

I called again, and was assured my statement was mailed on December 25th, 2013, a date I personally doubt was a day statements were mailed to anyone.

This second statement has also failed to grace my mailbox.

I wrote to Comenity Capital Bank asking for a statement. No response.

One week later I wrote again to Comenity Capital Bank. No response.

Today, I decided now was the time to send Comenity Capital Bank a Certified Letter, demand a statement and account number, and send it to their legal address for notice, their “Address for Service” in California.

I phoned Comenity Capital Bank again and asked for the “Address for Service” which is an address which must be provided by law in every state in which Comenity Capital Bank (or Comenity LLC) does business.

After a confusing few minutes, where the supervisor could not supply this address, I searched on the California Secretary of State’s web site for the “Address for Service.”

Lo and behold, nothing. Nada. Zilch. Comenity Capital Bank and Comenity LLC have no license to do business in California.

Motorola Credit, yes. Motorola yes. Comenity? Nothing to be found.

So I called Motorola Mobility’s CEO., and spoke to a pleasant lady there and explained that I personally believed in paying my debts, and this requires a statement and account number to make the payment, because I can see my payment going into this black hole of efficiency, and Comenity Capital Bank failing to update my account with the payment.

A second lady for Motorola called me back and after some initial confusion we had a pleasant conversation, where I expressed my frustration with Comenity Capital Bank and when she understood the problem, has now taken it upon herself to resolve the matter.

I personally am rather irritated, and did state that I owed someone for the phone, but would not be paying Comenity Capital Bank because they are not licensed to do business in my state. Motorola Credit, yes, Comenity Capital Bank, no.

With such a display of competence, including an inability to mail statement or invoices, and failure to register their business to have business in California, I do wonder how many others are not paying for their phones?

Free phones? Try it for yourself.

I do recommend the phone for the price. If I never have to pay, I’d recommend Comenity Capital Bank too.