Date Received: 2022-07-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity back has supposedly been going through a " planned system update '' since around XX/XX/XXXX. I have been trying to call Comenity as well as XXXX XXXX and they aren't taking calls. The line hangs up on you. I have tried online and you can't do it online. I have been charged fees because I can't make a payment but we can't make payments because the entire system is down. So far I have been trying to talk to them on XXXX daily, call daily, and check the website daily. It's a nation wide outage. No notice was sent out of any kind of update occurring and this doesn't sound like an update. It's been almost a month since this all started and millions of customers are angry. The bank keeps posting on social media that customers can access their accounts, but we can't! You can't even cancel the card because there isn't a customer service connection of any kind.
Company Response:
State: IN
Zip: 47630
Submitted Via: Web
Date Sent: 2022-07-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: At the end of XX/XX/2022, Comenity Bank apparently went through some kind of system update. Since that time I have not been able to use my XXXX XXXX. I have called and spoken to different reps who tell me they arent sure when my card will be able to be used. Ive messaged them privately on their XXXX page and commented publicly on the page - and continue to get the same automated response. Anytime I try to use the card it gets declined and I get a text that says declined for user lock control. I have never locked my card and when I check the account online it says the card is unlocked. I tried to make an online purchase at loft.com by giving the rep my card via live chat, and even they couldnt figure it out and I had to use another card ( where I wont get any rewards points because that is the whole point of using the store credit card in the first place ). If you look at Comenitys social media youll see that hundreds of customers are having the same problem. This is going on over 2 weeks now with no information about when this will be fixed and customers are not being updated at all! I work in the financial industry myself so I know this is unacceptable to not notify your customers of a system wide problem or be accessible to provide real answers.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2022-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, RE : XXXX XXXX Alleged Date Opened : XX/XX/2013 Balance : XXXX Actions : Contacted Comenity Bank ( Issuers of card ), they have no record of this account. Filed a dispute with XXXX it was denied because I filed an earlier dispute with XXXX XXXX XXXX apparently did not resolve the issue. XXXX denied me filing another dispute for this erroneous account. Issue : Needs to be removed from my credit report. No record of this account. XXXX
Company Response:
State: WA
Zip: 98126
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Just horrendous customer service from my NFL Visa Credit Card. First the bank was XXXX and now it's Comenity. The bank change occured in XXXX or XX/XX/2022, the transition wasn't smooth. I just had a question on an XXXX statement but Comenity couldn't access it. So now I have XXXX on the line and their customer service can't help me. They said call back on Monday for the XXXX credit card department. I was told the credit card department can view my actual statement... not customer service. Back in XXXX prior to the change to Comenity, XXXX customer service was horrible then. I had to call three times to get a problem fixed. Spent at least an hour of my time. They charged me interest when it should've been zero interest for 6 months. Then I contacted them three times via the online service ( as I dreaded calling them ) for another issue... I believe this occurred in XXXX. My statement didn't reflect the accurate balance. They cheated me out of like {$20.00}. There should be transcripts of this complaint since it was online. Then around XXXX I couldn't view my online statements for a few months so I had them mailed to me. I'm sure I have a few other complaints that I can't think of. Please help. Maybe you guys can have the NFL send out surveys to all of their credit card holders to see they're satisfaction rate.
Company Response:
State: CA
Zip: 90501
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2022 I was approved for XXXX XXXX credit card for XXXX needs issued by Comenity Bank. The card nor any mail communication have been received making it impossible for me to register online to make a payment or see my balance as a result I missed my payment. On XX/XX/XXXX I sent a personal check to the address on the XXXX website. Check has not been cleared as of XX/XX/XXXX. I called XXXX XXXX, Comenity Bank, Bread Financial customer service just to find out their phone line is down. I contacted my doctors office with a request for partial refund to cover outstanding balance on my account. My dentist was nice enough to refund more than my balance due was at that point however the refund did not go toward decreasing my balance due. Calling customer service line became my daily routine, It is still unavailable to this day. As a result my account was reported to credit bureaus causing damage to my credit at the time when I am about to close on the property. I have tried to use Easypay system, however it requires credit card number that I never received. Finally, on XX/XX/XXXX I was able to get hold on customer assistance via email I had to search for online. The representative confirmed XXXX customer service line and some website functionings are down. She was able to provide me with the account number to use to submit payment via their Easypay system, however Easypay system does not accept my payment stating an error in processing my request. At this point there are absolutely no options for me to submit my payment. Meanwhile my credit remains damaged and making me ineligible for finalizing purchase of the property.
Company Response:
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Starting XX/XX/XXXX, up to XX/XX/XXXX, I have been attempting to contact XXXX XXXX about two erroneous credit card debts which I am unaware of to try to get the issues rectified. Prior, I never received a method of verification from XXXX XXXX, giving me a chance to respond within the 30 day period, and the debt agency inserted both collections on my credit reports. I never experienced collections on my reports. I have attempted to call, XXXX XXXX representatives are not customer centric, I have sent certified mail with return receipts, proving to me letters were received and signed for ; but still no response. Although it is not my debt, I have even attempted on two separate occasions, sent first class mail settlement letters starting XX/XX/XXXX. As of today, XX/XX/XXXX XXXX XXXX still has not contacted me and the collection debt is a burden on me. I can't gain credit or be credible with these two derogatory marks on my reports. XXXX XXXX has not proven to me debt is mine, nor do the agency have signed legally binding contract for me, all I am getting is a computerized billed statement and a mark on my credit reports. There are so many violations from XXXX XXXX pursuant to state laws and FCRA laws and XXXX XXXX is not trying to resolve this issue. Please help me.
Company Response:
State: NC
Zip: 28056
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
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: hello., I have submitted the formal complaint about your company as it follows below. in XXXX XXXX 2022 I placed a call to the company in regards to my special 1 year free interest rate offer soon to be expiring. I wanted to pay my balance off of my credit card and close the credit card. I was told by the customer service rep that they would not charge me interest rate as long as I planned on closing the credit card. My Ex girlfriend ( XXXX XXXX BOTH have a credit card with the company and we both were told that they would NOT charge the accounts. In XXXX or XX/XX/2022 I placed a phone call to the credit card company in regards to why the interest was charged to our accounts despite being told that they would NOT charge us. They charged us $ XXXX {$1300.00} i can not see the total amount as the website is down. I have called the company several times, made a few large payments, i want a call back from the manager ASAP. XXXX I placed 5 phone calls to commenity bank trying to resolve this matter and now it says my account is closed, I DID NOT CLOSE my account, I sat on hold now for well over a hour for someone to answer my phone, I did place a message through the portal on their consumer website. Now that I am trying to log onto the website to contact them and see where they are with helping me it would not let me log in and is telling me that I am now in a closed account which will not let me see what is the status of everything. this is now my 5th claim on CFPB against the company with NO LUCK. I am out of the country and this is ridiculous. I been trying to resolve this matter since XXXX or XXXX of 2022. I need a email update @ XXXX where they are with the investigation as I am out of the country and do NOT have any means of communication to them in the XXXX XXXX.
Company Response:
State: WI
Zip: 53172
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: A card was opened with Comenity Capital XXXX on XX/XX/2022. I never opened an account with them.
Company Response:
State: TX
Zip: 78759
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been calling for weeks to report my credit card lost and can not get in touch with anyone. I see theres a balance higher than I should have. I also can not make a payment online or over the phone and I dont want to get charged fees or interest for not paying my card when the company does not allow me to
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have a XXXX through the XXXX store, which uses comenity bank to process everything. About 3-4 weeks ago, I couldn't log into my account online to view my transactions. There was a message that there was a system update that was taking longer than expected and they were working to correct the problem. I moved about three weeks ago and have been trying to update my address on my account, but can't log in because it doesn't recognize my laptop ( my computer isn't set up yet because of remodeling in our office ). Normally, I can have it send a text or an email to verify the device. I've tried several times to have it send me a text or an email and I never get either one. Then two weeks ago, my card started to decline when I tried to use it, despite having paid my balance in full on time and not being anywhere near my spending limit. Every time I tried to call the company, I would verify my account, go through several prompts, then be told the office is temporarily closed. I tried the number on the back of my card ( XXXX ), I tried a number I XXXX for XXXX comenity ( XXXX ). I tried every day for several days. Finally, I tried a live chat function on the XXXX website. They told me to call the XXXX number. I repeatedly told them I had already called that number and just got to a message that said " Our offices are temporarily closed ''. Finally they told me to call XXXX XXXX directly and have them transfer me to comenity. I called both XXXX and XXXX before the chat was disconnected. I've tried calling again today with no luck.
Company Response:
State: UT
Zip: 84065
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A