Date Received: 2022-07-18
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I XXXX XXXX asking Comenity Bank for VALIDATION
Company Response:
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have an XXXX through Comenity Bank ( AKA, Bread Financial ). Comenity Bank initiated a " planned system update '' that started in XXXX ( my earliest knowledge/experience in regard to this update ). My monthly bill due date is on the first of every month. Because of their system update, I was unable to make my XXXX payment or view my transaction history through their website until the sixth of the month ( XX/XX/22 ). Since then, I have not been able to successfully use my credit card when attempting to make purchases and I am unable to get in touch with any customer service provider to discuss my account or why I am unable to make any purchases. I have never experienced such disregard for customer service with a federally regulated consumer provider. This is astonishing. Honestly at this point, I would like to cancel my account with Comenity, but I can not get any customer support to do even do that. As of recently, Comenity has not instilled consumer confidence with me as a customer and I am highly concerned that something fraudulent is occurring.
Company Response:
State: CO
Zip: 80109
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have received a statement of {$69.00} with a late fee. I have call make a payment of {$36.00} which I was told to do. Then received another statement later with 2 late fee. Call in talk to the supervisor pay off the balance and closed the account. Now received a statement with a late fee again.
Company Response:
State: MN
Zip: 55113
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX Comenity website is suffering an outage. I have been trying to make a payment these past couple of days, but the website is not letting anyone login. I called customer service several times, and was directed to call back at a later time. Their automated message states the online payment center is available to be used, but its not. Their solution from the automated customer service states to use the easy pay option, but I need my account number. I dont have statements because I chose online statements, that I cant access due to the outage. all the stores located in my state are closed. I am unable to make an in person payment because there isnt a store. Unable to pay online due to their outage. Unable to pay on the phone, because its all automated and no representatives. Now Im going to encounter a late fee for their problem.
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have an XXXX store credit card that is issued by Comenity Bank. They had a system upgrade which didn't go as planned and their online services/website has been down for weeks now. There has been thousands of complaints on their official XXXX page and no one is able to get access to their accounts. I'm unable to see my account, unable to see when payments are due and unable to see how much is due. The company is charging people late fee 's and when you try to call, you receive a message saying all of their offices are closed. This is ruining peoples credit and causing all types of stress and anxiety on consumers.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have an XXXX XXXXXXXX XXXX XXXX card through Commeity BAnk. UNDer XXXX there was never an issue redeeming points for an Account credit. I have {$6200.00} due to me in account credit. Even on the link it says you can use your pints for an Account credit. WHile trying to do this it says I ahve no balance, when I do. I contracted commetiy and they are saying you cnat use your pints for an account credit, when their site clearly says you can. WHen you call you get a run around. No one cna give me a straight answer
Company Response:
State: PA
Zip: 19064
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: This company performed an unauthorized hard inquiry into my credit via XXXX on XX/XX/2022. This was done after I submitted a complaint regarding being unable to access my online account due to ongoing " technical issues ''. As I hold an account with this company, soft inquiry from time to time is expected however a hard inquiry which causes a FICO score drop is entirely not expected, not the norm and unacceptable. I have not authorized any hard inquiries into my credit for two years as I will be applying for a mortgage and do not want the score decrease. Unless this company removes this UNAUTHORIZED INQUIRY, it will remain on my credit for at least 2 years. This inquiry needs to be removed from my report immediately.
Company Response:
State: NV
Zip: 89002
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity systems have been down for weeks. I havent been able to make any payment with them because of this mess. Their phone lines dont work, easy pay doesnt work, their regular payment system doesnt work. They hit me with a late fee and have started blowing up my phone with suspicious phone numbers.
Company Response:
State: OH
Zip: 45005
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Comenity bank has been down for a whole month. No one has access to their accounts online. Whenever you try to log in it gives a glitch error. They are not answering any calls. They have a robot saying call back later. You cant speak with a live person. They have everyones account mixed up. No one can give an explanation for anything. This is ridiculous. They not only changed the amount I was paying but also added on 4 other fees. I currently have/had a payment for XXXX due on the XXXX of the month in which I was paying {$18.00} for XXXX and Victoria secret I was paying {$26.00}. I logged on to pay and I see that payments were way higher for both with added fees on which I never had. I didnt know what was going on so I paid {$30.00} for XXXX and {$30.00} for XXXX even thou I knew my payments were only {$18.00} and {$26.00}. I logged on a few days later more fees. I couldnt understand what was going on. I tried callling and calling couldnt get through then the next day I was unable to log in. The whole system went down and has been down since. They keep lying saying the website is up and running and we can make easy payments thats all a lie! Nothing is working. Nobody is answering the phones and they are putting Late payments on everybody credit reports because they have been hacked. Its not our fault they messed up everything and everybody accounts. I have never in all my days seen anything like this in my life. I dont trust Comenity bank which is bread financial now at all. Something is going on and everybody is suffering because of their mess up. They are messing up peoples lively hoods messing with the credit scores. Some people said they were able to get the easy pay to work but its taking out over 2 charges on their accounts. I dont know what to do at this point. I dont feel like any of my information is secure. Something has to be done.
Company Response:
State: MS
Zip: 39401
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I paid on my debt to stop the harassing calls buts they continue. Today they called 7 times in which one of those times they left a message then called a couple times after.
Company Response:
State: IN
Zip: 46268
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A