I made a purchase instore on 06/16/2023 for $83.89 and with the cashiers convincing I decided to apply for the ULTA credit card and put my purchase on there. I regret that day ever since, and every time I look at the product that I purchased I get a flood of negative emotions as it has been an absolute nightmare. As soon as I received my statement bill on 07/20/2023, I paid for it in full and on time through their phone system. I’ve never paid a bill late in my life. I thought this would be it however I notice on 07/24/2023 that they charged my account twice for the $83.89 that I paid. I try to call ULTA and have them resolve it but conveniently they have nothing to do with it, as a whole different company, Comenity Capital Bank, handles all their credit card processing. I give Comenity a call and have them try to resolve it and at the time they say that I paid my full statement once and do not see a double charge, they notify me that they will put a dispute in place and to wait on an answer. I then received multiple calls on 08/15/2023 from Comenity where a representative told me that I am late on my payment and that I must pay $83.89 and the late fee. I explained to her that I already got charged and paid twice and explained my bank situation, she then told me that the first payment of $83.89 went through but then the second payment of $83.89 got rejected from my bank and that it was due on 07/01/2023 so therefore it is now late. This makes absolutely no sense; she couldn't understand that I shouldn't have been charged twice in the first place and that I did in fact pay on time. On my original statement it shows that the statement closed on 07/07/2023 and payment was due on 08/01/2023. So how does what she says make any sense. This shows that their payment recording system is faulty as it is showing blatantly false errors. The next day 08/16/2023 I called the ULTA Customer service number, I explained to them the situation and they told me that on their system it shows a one-time charge of $83.89 which was rejected and then a $30 late fee and then a $30 statement credit and then another $30 late charge. If I look at the transaction history on the ULTA website it shows a payment of $83.89 on 07/21/2023 along with a $30 late fee posted on the same date. Anybody can see that it is clearly a fault in their systems as it is already proved to be throwing flagrant errors. Not one of their payment recording systems or what they are recounting to me are lining up. What has followed for the last 6 months are dispute after dispute and call after call. I have tried to have this resolved but they are seemingly unable to, the most time consuming and frustrating part is how there is no way for me to do this electronically or online, every document must be sent through the traditional mail. Every representative tells me something different, a different story or a different process to resolve this, none of which have any care as they seem to say or write some robotically vague response. I have put my bank representative on a 3-way call to confirm that both payments went through and were cleared and that neither was returned, this is not enough, I have sent my transaction details and history, this is not enough, I have sent months of my bank statements, this is not enough. I am truly defeated in what to do. I sent my bank statement, then they tell me that they cannot accept a bank statement to track a payment and to send my transaction history, I send my transaction details and they say that they need me to send my bank statement, I mean are you serious! I send three months of my bank statements and they tell me they need me to send my bank statement and up to 30 days after my payment. They have got to be playing games with me while destroying my credit in the process. These are all done by the mail so each of these responses takes weeks at a time, and after each they say the dispute is closed and there is nothing we can do unless you send x, y, and z and then we will look into it. The only documents that they ask me which I am unable to get from my bank are an electronic transmittal inquiry form and a letter from my bank, Bank of America, saying that neither payments were returned on their letterhead. Both of which my bank does not provide. What also does not make sense is that every mailed dispute response they send me says something different. At first it was, your first payment went through and then your bank returned it so we took the second payment, then at times it was, we have no record of your disputed payment, and the most recent one is, yes we took one payment of $83.89 on 07/21/2023 and then another payment the next day on 07/22/2023 of $83.89 but then your first payment on 07/21/2023 was returned on 08/13/2023 by my bank. If it was returned on 08/13 by my bank, which it wasn’t, why would I be issued a refund check of $83.89 from Comenity on 08/20. They provided no explanation as to why they would wrongfully take two payments in the first place. I thought my dispute process was over once I received my one refund check, thinking that they finally realized that they charged me twice, but it only got worse from there, they continue to say they require more payments so they continue to send me statement bills with late fees after late fees added, they continue to send me collection calls and texts from various numbers, and I would assume more delinquent credit reporting. Throughout this time, I have had to travel back and forth to the bank on multiple occasions, spent hours on the phone, spent time and money on printing and ordering documents, express mail services, postages, driving back and forth to the post office, and have had to deal with the adverse impact on my credit due to negative reporting. Every time I receive mail or a message from them it gives me great anxiety and raises my blood pressure, negatively affecting my health. I had to quit my job because I was unable to balance and handle the stress that this added while completing the last few months of my program. I read their response and at times I am unable to do anything for the rest of the day as I am truly distraught and lost as to what I can do next, especially when I receive redundant robotic and heartless messages and instructions essentially saying “well too bad, here is your new statement and if you don’t pay us we will continue to add late fees and report you as delinquent” when I have tried to do and provide everything I possibly can in a transparent and timely manner. Even if I wanted to just pay again what they say, which is $150.84 at this moment (which will be increased by another $41.00 on 02/01/2024) with all the false late payment fees added, though it is wrong, in an effort to have them stop bothering me and to get rid of this issue, I have no guarantee that they will not do this same thing again. If I succumb to their bullying and pay what this statement bill says, then they tell me that they never received it or that it has been returned, when everything I have including my bank says that it is paid and cleared, or worse, they double charge me again on top of that. They have me trapped and unable to do either. This is ridiculous. The mental stress I have endured in providing evidence of my payment, has been necessitated by their inability to properly track payments, to have a properly functioning payment system, communication gaps within their organization during disputes, and the lack of timely and effective resolution in a manner that shows even an ounce of care and concern for the customer. I really do not know what to do or who I need to talk to next, if anyone has advice, please let me know. This has been the worst experience I have ever had with any company in my entire life.