Date Received: 2022-07-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have several cards with Comenity Bank, for the month on XXXX and XXXX I have made my payments, but I keep getting calls saying my payments are not being accepted and Im getting charged late fees, Comenity has been having an issue with their system where you can not access it to make payments online or by phone. But will call you and tell you that you have a missed payment and the amount is now doubled.This issue has caused me over drafts from them going into my account several times and even my credit scores has been affected by this
Company Response:
State: NY
Zip: 10453
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Commenity bank 's website went down sometime in the last two weeks of XX/XX/2022. I was unable to login and retreive account information. About a week later, that issue was resolved and I was able to view most of my account information online. On XX/XX/2022, my first transaction was declined. I figured it was due to their ongoing site/conversion issues and did not use my card for a few days. I have tried to use my card several times up to today 's date - XX/XX/2022 and the card continues to be declined. I do not have a balance on my account and have a credit limit of almost {$18000.00}. I have tried to call in to the customer support number but each time, I get a message that tells me customer support is closed. My calls are during normal business hours. I have tried to call mid-morning and mid-afternoon but get the same message each time. Additionally, I am unable to redeem rewards during this outage. This disruption of business has lasted longer than three weeks with no word from the bank on when it will all be corrected. I have also submitted a message to the bank about the matter via their online messaging system but have not yet received a response.I have several XXXX of dollars in cash back credits that I'd like to use but am unable to do so if I can not use the card to make purchases.
Company Response:
State: TX
Zip: 79015
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I opened a Credit Card with XXXX XXXX on XX/XX/2022 and used that card to purchase a pair of shoes. I was mailed a statement for that purchase of {$27.00} on XX/XX/2022 and went to a local store to pay my entire balance in cash and present my statement to the cashier. I gave them cash and was given a receipt. I was next mailed a statement for XXXX still showing a balance. I called the store and Conmenity Bread Financial Bank and was told by both Agents that they could not find a record of my cash payment. I do not know what these companies are doing and do not care at this point. I am trying to not have this problem show up on my Credit Report before I want to retire. I have also filed a complaint with XXXX XXXX XXXX against XXXX XXXX who replied that this is Conmenity Bank Bread Financial problem to solve. They only give customers the option to make payments or make additional purchases. I have already made my payment.
Company Response:
State: CA
Zip: 92027
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: I have asked this company several times to verify my debt showing my signature where this debt belongs to me. I have requested hard copies to be mailed to me and have even disputed online. They are not complying which is illegal. I know my rights and if they can not verify this debt they must delete this off my credit report as it is causing my reputation to be tarnished.
Company Response:
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I did not receive a statement for this card until it was 2 months overdue with 2 late fees. I attempted to check my balance online and their website was down for 2 weeks. I tried to call customer service and was disconnected each time someone " tried '' to help me, after being on the line for over an hour. This has been going on for over a month and the late fees have not been reversed ( when I was told they would be ). I have called 8 times with the same result - call is disconnected.
Company Response:
State: NC
Zip: 27613
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I had just gotten a XXXX XXXX card which is through Comenity Bank. I used it 2-3 times during the first month. I have been trying to pay my bill for over a month online and on phone unsuccessfully, while it is accumulating interest. For a few weeks when I call they said their offices were temporarily closed due to unforeseen circumstances. Now when i call they keep you on hold and don't answer. Today i was on hold for XXXX hours before I hung up. I checked their facebook page and they have a notice I will post below. There are thousands of comments of people having the same issue and they are saying the bank is a Fraud. Please advise me what to do. This is the message : " You can service your account online using EasyPay and Account Center or by phone using our Automated Voice Response System. If you would like to speak to a member of our customer care team, you may experience longer than normal hold times. We know our recent system disruptions have been frustrating and inconvenient for some of our valued customers. We strive to deliver best-in-class experiences, but we have recently fallen short of the quality service you expect and deserve, and were committed to improving. Thank you for your patience. FAQs : XXXX XXXX
Company Response:
State: NY
Zip: 13501
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2022, I made an online payment of XXXX to Comenity Bank for my XXXX, XXXX credit card. On XX/XX/2022, XXXX Bank ( my bank ) processed that payment, and the payment was taken out of my account that day. I confirmed this with my bank. However, the payment isn't showing up on the Comenity Bank credit card. It's also not showing up as a pending payment, so I called Comenity on XX/XX/2022. They said it was showing up on their " backend '' and that they would make sure the payment showed up on my account by XX/XX/2022. It's now XX/XX/2022, and the payment is still not showing up on my account. I called today, and they said the payment may not post for 90 days. Even though they confirmed they could see my payment on their " backend, '' it might not credit to my account for 90 days.
Company Response:
State: CO
Zip: 80907
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I made two payments through my banks bill pay one for {$1200.00} and one for {$300.00} to my XXXX XXXX XXXX XXXX on XX/XX/XXXX and XX/XX/2022. Payment was made through XXXX XXXX XXXX XXXX. Comenity took my money but has not credited my account for the payments. I sent them receipts from my bank, proving that I made the payments. They refuse to remedy this, despite repeated emails. They put me on hold every time I call, then after XXXX minutes, I am disconnected. They have some lame excuse about a systems upgrade on their web page. I notice on social media they have been flooded with complaints. I cant even reach someone to close my account. Its infuriating! If theyre not going to post my payments, I want my money back!!!!
Company Response:
State: UT
Zip: 84108
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity bank has had their system down for over a month. I have not been able to access my XXXX credit card accounts with them and am unable to view my transactions, check my balance, or make payments. I also have no ability to see if I am being charged late fees due to being unable to make payments on time. I missed due dates on XXXX of my accounts due to their system being down in early XXXX. I have not been able to confirm if those payments have been made or if they have incurred late fees because I can not access my account online. I have not been able to reach Comenity by phone due to their heavy call volume.
Company Response:
State: PA
Zip: 171XX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a BJ 's XXXX club mastercard, serviced by Comenity Capital Bank. In XXXX, Comenity Capital Bank stopped posting payments made to my account, resulting in late fees, interest charges, and overcharges for the XXXX XXXX XXXX. I am beginning to receive automated collection calls from this company. If they report to the credit bureaus and my credit score declines as a result, it could effect the interest rate on my mortgage or on other loans I may obtain in the future. As of XX/XX/2022, seven payments totaling {$1200.00} have cleared my bank, but have not been posted by Comenity Capital Bank. These payments cleared my bank as follows : {$240.00} cleared XX/XX/2022 ; {$61.00} cleared XX/XX/2022 ; {$46.00} cleared XX/XX/2022 ; {$110.00} cleared XX/XX/2022 ; {$78.00} cleared XX/XX/2022 ; {$500.00} cleared XX/XX/2022 ; {$180.00} cleared XX/XX/2022. I have tried repeatedly to contact Comenity Capital Bank by telephone. At various times their phone system has 1 ) played a recording saying to call back later ; 2 ) kept me on hold for about 15 minutes, after which the hold music stops and the call disconnects ; and 3 ) played a recording saying to go to their website for customer service. I have not been able to connect with a live customer support person. I have tried to contact Comenity Capital Bank using the messaging ( secure email ) service on their website. I provided screenshots showing payments had been made. Four days ago on XX/XX/2022, I received a response stating that my request had been forwarded to the correct department. However, my payments are still not posted to my account, and today I received an automated collection call.
Company Response:
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A