Date Received: 2022-07-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Website have been down for XXXX weeks something needs to be done and now my cards are being declined.. hope I will not be charged late fees
Company Response:
State: MA
Zip: 027XX
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: 2022-07-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity Bank has been down since XX/XX/XXXX and I was not able to make a payment on my Ann TaylorXXXX card which was due on XX/XX/XXXX until the site was finally up ( briefly!!! ) on XX/XX/XXXX. I paid in full and asked that my account be closed. I checked twice during the week to ensure my store card was closed ( it was not! ) only to find that COMENITY IS DOWN AGAIN! ( today XX/XX/2022 ) I have other cards with Comenity but they are all on autopay and I have no idea whether they autopayed on the right days, whether they are going to be listed as late to the credit bureau but based on what i am able to see on XXXX, millions of people are having similar or worse experiences. I am luckily in that these are simply store cards that I can simply not use and as long as I do not get pinged for any late payments, but I am trying to rebuild my credit and will need to buy a car in the next 6 months and do not want this to adversely affect my credit rating. I am shocked that there is so little news about this.
Company Response:
State: VA
Zip: 20109
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have had an express department store card with Comenity Bank for years, never had a problem. I have been trying to log in and pay my account for almost a month and their system has been down for updates and not allowing anyone to make payments. When you call them, their office is temporarily closed. I cant speak to a live person, I have been unable to email them, but I have contacted them via XXXX and XXXX. I keep getting the same responses. That it will be fixed by XX/XX/XXXX and it hasnt. Now theyre telling me due to the high volume of people trying to make payments, I cant log on!? I have excellent credit, have never been late and Im very upset this will have a negative impact on my credit bureau. I am desperate for help, as are MANY others on social media if you look up Comenity bank
Company Response:
State: NY
Zip: 11741
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act XXXX account # XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions
Company Response:
State: FL
Zip: 34208
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: XX/XX/XXXX, I wrote a goodwill letter to forever21 politely asking to remove the delinquency from my credit report. It was hand written and sent out never to be heard from again. I am quite certain that this has been an ongoing negative check on my credit since XXXX not allowing my score to increase as I have been working towards a better score for the last few years. This company is bankrupt and out of business in many locations, and to still have such a negative effect on my credit is reprehensible. Please help me resolve this matter ASAP.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
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: Comenity Bank took over from XXXX. Commenity sent a statement without any supporting information noting a vendor, sale, date, purchase amount, nothing at all. Just a lump sum bill. Called Comenity three times, each time they say they are having trouble accessing account. They say call back in a week, customer service not available. I call back in a week customer service still not available. Called again a week later, customer service not available. This is a sham. People should be complaining.
Company Response:
State: HI
Zip: 96816
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act COMENITYBANK/VICTORIASSECRET account # xxxxxxxxxxxx XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions
Company Response:
State: FL
Zip: 33613
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have been receiving at least XXXX calls a day from an unknown number when I answered it it was commenity capital bank. My wife has been getting the same phone calls from them. They are using a robot dialer.
Company Response:
State: UT
Zip: 84404
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Attempted to pay my Express bill ( via Comenity ) through the Express app, however, it immediately asked for my bank account info to add the pay method. I could not add it as it already existed. I could not go on to a different screen to make a payment. I tried logging in via a web browser and it did not recognize the password. Attempted to reset but my phone number and email were not listed so I could not receive a reset code. Tried using ComenityXXXX XXXX, but the site said my information did not match an existing account. I called the numbers listed on my statement, as well as on the website, but the automated system disconnected each time after a message stating they are working to resolve the intermittent disruption in service and to use XXXX ( which does not work ).
Company Response:
State: IN
Zip: 46260
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX at XXXX pm. I received an email from Comenity Bank that read, " Putting your mind at ease about your payment due. We know the recent system outage has been frustrating .... '' I made two payments electronically from XXXX XXXX XXXX XXXX ( XX/XX/XXXX and XX/XX/XXXX ) and neither has been received by Comenity as of today, XX/XX/XXXX. Both payments are reflected in my bank account. Since I received the email on XX/XX/XXXX, I started checking my Comenity acct each day. On XX/XX/XXXX I tried logging into my account and could not. I tried calling and would only get a answering machine XX/XX/XXXX I could log on and see my charges and my balance, but no one would answer at Customer Service. XX/XX/XXXX after XXXX pm I finally spoke with a Customer Service person. They suggested I make another payment. Why would I make another payment when the other two have not been credited to my account? I asked to speak to a Supervisor and spoke to someone named XXXX. He kept saying there was a system update and assured me I would not receive any late fees, but could offer no timeline for the issue to be resolved. I have a suspicion that there is something else going on. No credit card company would have their system down for this long to receive payments and inconvenience their customer base. I called BJ 's XXXX ( Comenity is their bank ) and let them know what was going on and they were aware and said it has been going on for three weeks! BJ 's put me through to Comenity and immediately they want me to send another payment. I will not send a third payment until the other two are reflected in my balance. I feel like something else is going on and not just a " system update. '' I'm guessing our data has been breached and they are not telling us. This is beyond ridiculous at this point and I need help.
Company Response:
State: MD
Zip: 21158
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A