Date Received: 2022-07-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have XXXX retail credit cards through Comenity Bank. For the last several weeks, I have been unable to login to my account. I cant view my statement, my payment that is due, my account information, or anything else. It says to call for assistance at the website screen, but when I call, the associates say their system is down and they cant access any of my information. They say that I should call back in a few hours. This has been ongoing for weeks now. I need my account information as I am consolidating these debts with a loan from another bank and they cant pay these off without my account information. This is extremely infuriating and Ive never experienced anything so awful in my life in terms of my finances and personal information.
Company Response:
State: NY
Zip: 14221
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: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Just open a XXXX credit card. Got my first bill paid it, second bill never came never got the card, I called noone answers. I went to different stores the all tell me to call them.
Company Response:
State: NY
Zip: 10452
Submitted Via: Web
Date Sent: 2022-07-25
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: Comeity Bank which is used for my Lane Bryant has had a system outage since XX/XX/XXXX it is now XX/XX/XXXX and they keep with drawing money from my account. I can not get a hold of customer service for 10 days as there system has been out.
Company Response:
State: OH
Zip: 45014
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: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I signed up for this card and never registered for an account on the website. We made a purchase at XXXX on XXXX. I have tried to setup an account online since that purchase and have been unable to. I have called the customer service line and entered the card and it automatically directs me to the customer service line. It then says it will connect me to an agent but it says they are working to restore service and hangs up. To recap I can not access easypay, register an account and I can not speak to customer service.
Company Response:
State: NC
Zip: 28054
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: I currently am paying off a XXXX XXXX through Comenity Bank/Bread XXXX and recently they did something that does not allow me access to my online account for payments, retrieving online statements or even speaking with an actual human being over the phone. My concerns have just been met with were sorryxyz excuse.. via social media posts. I can not pay over the phone as the card has been destroyed since they stopped taking it in 2020 and all of my statements were online. According to the hundred of other people complaining on social media, even IF I got through they are charging a {$9.00} processing fee to take the payment. As of today my payment is now 5 days late and I have never had a late payment.
Company Response:
State: FL
Zip: 339XX
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 with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/XXXX I was on a social media website and seen an ad for a XXXX XXXX product it was offered to pay shipping only of {$6.00} to try the product. When I entered my credit card information into the system the page automatically cycled through added items to my cart of {$9.00} & {$39.00} and checked me out. I did not receive an order confirmation. I immediately called my credit card company MasterCard/Ulta and advise them what just happened. I told them that I wanted to cancel the charge that I felt like it was a fraudulent action and that I wasnt confident that I was dealing with a real company. Ulta advised me that the charges were still pending they couldnt see anything therefore they couldnt do anything and they had no number or info to provide me at that time. They advised me to call back after the charges cleared and that then they could help me dispute the charges. When I received my next statement there were more charges on my card for an additional amount of {$110.00} and {$110.00} dated XX/XX/XXXX from XXXX different companies XXXX of them being XXXX XXXX XXXX {$6.00}, {$39.00}, {$110.00} And the other being XXXX XXXX XXXX XXXX {$9.00}, {$110.00} I attempted several times to reach the merchant and request credit on my account that I was not happy with the service I did not receive any product and that I did not know who they were. I never got a order confirmation, I didnt even know who they were. At that point I realized online on my credit card company Ulta I was able to lock my card so I did, to prevent anymore unauthorized charges. When I spoke to someone they were short and rude with me said that I gave them my information and therefore I was being billed for it and since I blocked my card I would no longer get charges. I told them again I did not authorize the purchase, that I was not happy with the service, and that I didnt receive any product and I wanted a refund on my account immediately. Finally on XX/XX/XXXX a lady named XXXX with the collection company advised me that she did credit my account on XX/XX/XXXX for the full amount of {$290.00}. I asked her for a reference number and she gave me # XXXX told me to have a nice day and hung up on me. I have written to UltaXXXX several times and reported all this & called merchant multiple times. To date I still have not received a credit nor gotten resolution. Can not get resolved. Looking for help.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Problem with a company's investigation into an existing issue
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: My card was locked due to perceived fraud action by Commenity Bank. I spoke with the fraud line people and approved the action, however my card was not reactivated. Since that time, I have made MULTIPLE attempts to contact the company about this credit card and I am NEVER able to speak to a person and every time their automated service says to call back later that " the fraud line is not available at this time ''. This is the phone # on the back of my card - XXXX these are the dates I've tried to contact them, all to no avail - contacted : XXXX @ XXXX ; XX/XX/XXXX @ XXXX ; XX/XX/XXXX @ XXXX ; XX/XX/XXXX @ XXXX. XXXX XXXX XXXX, I went online and found a different # - XXXX XXXX - and called at XXXX. AGAIN I get the message that the fraud line is unavailable and I can NEVER talk with a person. This is beyond frustrating and inappropriate action on their part regarding my card, hence my money. I have no doubt they would abruptly fine me if I'm late with a payment however I CAN NOT USE THE CARD OR SPEAK TO A PERSON!
Company Response:
State: PA
Zip: 19119
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
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: Since XX/XX/2022 I been trying to make correction in my credit report, the furnisher verified the disputed information as accurate and the credit reporting agency completed 3 investigations and has failed to make delete make corrections despite the fact that the information disputed can not be verified by the furnisher. Credit Agency deleted as they fit in order to complete investigations. Furthermore according to California Consumer 's Law, I am still waiting for credit agency to provide precisely the way the investigation was completed. As of this date, continues to report trade line incomplete and with errors. The furnisher, refuses to comply and has failed to comply with my request to produce documents requested for the disputed information. Attachment below shows a last attempt to fix the issue spent over an hour getting nowhere due to the unqualified employees, limit access or unable to escalate calls since they are all working from home or in XXXX. Lastly, the representative made me, in order to be able to assist me to provide the full social security number, despite the fact that I provided a full account #. Furnisher advised, " we do not have the records '', Transition verified that Xs were placed in the trade line because the furnisher did not know the information.
Company Response:
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXXCommenity Bank website has been down for almost 2 weeks. I cant log in or make a payment. Ive tried calling in to make a payment and received a message to call back multiple times, a couple times it gives me a menu to be able to make a payment but then it cant process the payment. I have gotten through once and supposedly processed the payment but it hasnt come through my account and when Im able to get through to a menu its not giving that payment information as the last payment and I cant get anyone on the line to talk to in order to see if the payment is going through or not.
Company Response:
State: GA
Zip: 30189
Submitted Via: Web
Date Sent: 2022-07-07
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: Login issues continue over a week. Tried to login on XX/XX/XXXX to pay bill due XX/XX/XXXX without success. Tried again on XX/XX/XXXX - payment due date- around XXXX and received errors. Tried again after XXXX on XX/XX/XXXX and was able to access my account however the time was after the due date time so will be accessed a late fee. When attempting to call the service bot hung up twice. After calling back XXXX times was able to get in touch with a human who ultimately assisted me with my issue/concern. On their FAQ page they indicate that customers will receive late fee waivers between XXXX XXXX however I still experienced issues and errors while attempting to access my account on XX/XX/XXXX.
Company Response:
State: OH
Zip: 45224
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A