Date Received: 2022-07-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity bank has been down for weeks. They claim customers can make payments on XXXX XXXX and their phone lines. XXXX XXXX isnt working or when it does its double charging people, many of the complaints seen online and social media shows that. I get hung up on when I call their customer service number. I cant make any payments with them since the systems are down, but I have been hit with late fees during this intermittent constant downtime.
Company Response:
State: OH
Zip: 45005
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My social security was used to open fraudulent accounts and as an result its showing I owe money for accounts Ive never owned.
Company Response:
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I have disputed errors on my credit report. They say its justified but showed no proof. None of my debt is updated and my XXXX loans are in forbearance due to family emergency medical bills and XXXX XXXX impact on finances. Im also in XXXX and XXXX. I have XXXX children. Two of which are XXXX. None of my reports are even accurate. This is severely impacting my ability to move forward. I need help. XXXX loans remarks are severely affecting my credit. XXXX doesnt update my acct timely and Ive been on time. Comemity Bank harassed me and is rude and discriminating and forces payment plans that I can not accept or is not in my financial price range. I cant get loan for a safe car for my kids due to all this incorrect errors or even a safe home to fit all my kids and we are not living in a healthy home either. Plus I have no idea why there are so many aliases and inquiries. I made a couple trying to get an auto loan for a safer vehicle but due to all this incorrect information its causing my family and myself XXXX XXXX Please someone help me.
Company Response:
State: PA
Zip: 16506
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Had a card with Commenity BankXXXX XXXX XXXX XXXX Account defaulted. I called to settle the account. I asked them if they would do a Pay delete deal. They told me if I paid the settlement amount they would remove the account from all 3 credit bureaus. I paid the amount they asked for but it is still showing on all 3 bureaus and affecting my credit.
Company Response:
State: TX
Zip: 77354
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: None of the options presented to describe my issue, actually fit the issue. Comenity has been down for weeks now. They claim their systems are up and running, but I am unable to get into my account. Ive spent hours on hold with them only to eventually be disconnected by them. When a rep does access my account they claim they can view my account but are unable to make any changes. They tell me to call back, or transfer me to a number that goes nowhere, and once just disconnected my call without provocation. I am unable to pay via easy pay, automated pay or any other pay options. There is currently over {$500.00} in fraudulent charges on my account that have appeared since this planned system upgrade. Comenity even recognized these transactions as fraud because it triggered their automated fraud system. I immediately reported this to their fraud department, within minutes of the transactions. Their fraud department claims they will refund the amount but hasnt as of yet and that conversation happened 10 days ago. My bill is due today and I have no way of paying the amount that I personally owe from the 2 charges I actually made. In 3 days, they will report erroneous information to the credit bureau despite my numerous attempts to pay them over the past 14 days, and attempts to resolve the fraudulent purchase over the past 11 days.
Company Response:
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I didnt catch the name of the debit collection company but I contacted the actual credit card company which is Comenity Bank XXXX branch and spoke with someone there. Discussed my financial situation right now. Someone from debit collections said I was 4 months behind but the lady I talked to directly from Comenity Bank ( XXXX ) said I was 2 months behind. The man who wanted to argue on the phone from debit collections has called me 19 times in the last 24 hours and has only spoke to me once. Every-other time I have answered they hang up after 2 seconds.
Company Response:
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have a BJs comenity credit card. It has been unusable since XX/XX/22. The card payment is up to date and there is available credit on the card. There is no way to contact Comenity because they continue to say their offices are temporarily closed. This is supposedly due to a scheduled update. The company hasnt been accessible and have given no explanation other than the update has taken more time than expected. I would like someone with authority to check into this as Comenity has no regard for their loyal customers.
Company Response:
State: OH
Zip: 44052
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Start calling at XXXX am. Calling up to 15 times a day. I called and asked for them to please stop calling me over 10 times a day. The man said he would make a note so that they wouldnt and its still continuing. Today alone, 11 times and its only XXXX.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Starting in XXXX of XXXX, XXXX has been posting two finance charges every month ( XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX ) on my account. Upon talking to XXXX people to determine why this occurred, I was told it was 1 ) due to not paying off a promotion within the month and 2 ) new charges. This makes no sense and how are they allowed to do this?
Company Response:
State: FL
Zip: 32224
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Starting on XX/XX/XXXX I tried to access my Victoria 's Secret Angel Card which is serviced by Comenity Bank. The Victoria 's Secret app has a link to the Angel Card account which is how I tried to access the account on XX/XX/XXXX. I have face id setup and I received an error message saying the path can not be found. I then tried to use my username and password and I received the same message. The next day I tried accessing my account and received the same error messages. On XX/XX/XXXX the link to access the Angel Card was removed from the Victoria 's Secret app. I tried accessing the desktop website and it had a banner stating the website is down due to a planned system update. When calling the phone number on the back of my credit card, which I first tried on XX/XX/XXXX, I got an automated message saying " due to a planned system outage we are experiencing higher than normal call volume. Please try again later '' then the call disconnects. I didn't receive a single notification about the system outage from Comenity. I found out after doing a XXXX XXXX about their outage. I'm submitting this complain on XXXX and I still haven't received any notification from Comenity and their website and customer service number are still down. They state they have an easy pay option online but when I select the link it brings me to a page that doesn't load.
Company Response:
State: UT
Zip: 84123
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A