This company provided the most inept, frustrating customer service experience of my life, wrongly withholding {$250.00} from me for nearly XXXX months as a result. 

On XX/XX/XXXX I received an email informing me of a {$250.00} rewards redemption on my XXXX card. It was clearly fraudulent. I responded to the email and messaged Comenity through the website to tell them it was fraud. I also called the company and spoke to someone for over an hour detailing what happened. 

I received no communication from the company for several weeks, and then months. When I messaged them through the website, I got stock replies. When I called, I got conflicting messages from their customer service personnel which left me with the impression that no action was actually being taken. 

XXXX months after my initial complaint, they sent me a letter asking me to write them and describe what happened, even though I had already explained the situation multiple times on recorded lines. They clearly had not been doing anything to process my complaint. After I wrote them, they replied with Thank you for contacting us please allow up to 90 days for us to complete our investigation. No acknowledgement that this was an ongoing case. No recognition that I had been trying to deal with this for months. Nothing. 

Later in XXXX, I complained to them on XXXX. They messaged me back, telling me to call the rewards center. The folks at the rewards center said they had no record of my complaint, and no open dispute! After XXXX and a half months, all my attempts to get their attention had produced nothing in their organization. Nobody was talking to each other. 

Eventually, I went back to the XXXX customer service person, and they were able to investigate the issue and restore my rewards balance in less than XXXX hours! They had the ability to handle it the whole time, but instead the company strung me along for months without communication because of their ineptitude and contempt for me as a customer.