Date Received: 2022-07-03
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity Bank did what they called a planned system upgrade. There was no notice of the upgrade to customers. That happened about XX/XX/XXXX. A few days later it was still not up and I got a possible fraud alert on my card and it was declined. It has not work for 2 weeks now. Their website is down. Their phone system is down or they have nobody at their phone center. Unable to make a payment view a statement or use the card. They have cookie cutter updates that do not help on their XXXX page
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: XXXX XXXX credit card company call everyday multiple times a day. I told them Im not working right now and dont have the money. They ask me how am I paying all my other bills like rent and why wont I just borrow from someone else. They are very disrespectful and the excessive calling is damaging
Company Response:
State: NY
Zip: 11225
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Bought an item at XXXX XXXX using a new comenity bank credit card on XX/XX/XXXX I had purchased roughly $ XXXX in fishing gear. I paid {$200.00} cash leaving roughly {$90.00} on the card I do bot have exact amounts on hand but can find them as needed. I went to make first payment XX/XX/XXXX website wouldnt let me register my card. Kept saying there was an issue. Tried the next day and got the same thing. Then the next day a message on the site says regular maintenance shut down been this way ever since, been trying to pay by calling and could finally pay tonight XXXX on a quick pay option, was charged {$32.00} in late fee, and will likely ding my credit as I dont fit into their XXXX message. my issue is they have a new message saying that they will not ding credit and charge late fees for XXXX. Ive been trying to pay since the XXXX. Also they say my payment was due the XX/XX/XXXX which I had gotten the card XX/XX/XXXX. That is not a month, I could not register my account, maybe already registered account holders could sign in and pay till XX/XX/XXXX but I, a new card holder was unable to register my card. I tried to register tonight XXXX and it says my card is already registered and activated which is impossible. Im extremely frustrated and have been building my credit responsibility since I turned XXXX ( now XXXX ) without one late payment and now Im scared my perfect track record will be ruined due to this issue. As a new account holder I was affected more than an account holder whoms account was registered already. I have made a {$90.00} payment as owed tonight and do not want to pay a late fee for these issues. I do not want to be charged as I was likely the first to see these issues and afraid they will hurt my credit to take my money and close the window of effected customers to a narrow XXXX which is not when these problems had first began
Company Response:
State: MN
Zip: 55434
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I received an alert from XXXX on XXXX that I had a new credit inquiry from Comenity Bank. This inquiry was generated without my permission, I did not apply for any new credit with Comenity. The alert referenced my XXXX XXXX XXXX account. This account has been closed since XX/XX/XXXX. It did report a balance until I paid it off in XX/XX/XXXX. Again, I did not authorize this inquiry and there was no reason for them to pull my credit report. I attempted to contact them immediately, their customer service line was down due to a " customer service outage ''. I later found out that their customer service had been down for the better part of a week. I suspect this was a data breach but they didn't say that. When I was finally able to contact them on XXXX they could provide no information as to why my credit was pulled.
Company Response:
State: WA
Zip: 98007
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Bread Financial XXXX Comenity Bank has been unable to accept payments or balance and statement requests through their online website since approximately XX/XX/2022 due to an outage from a planned upgrade. The provider has been making claims on social media that other avenues to make payments and check balances are available, however, this has not been my experience. Second to that, the provider has attempted to deflect attention by claiming this was a planned outage and when confronted with questions regarding whether or not this was ransomware, they have vehemently denied. Financial institutions are required to notify consumers of planned outages, are required to perform regular backups of systems so that outages are temporary transient events not weeks long, and submit notification within XXXX hours of any cyber events to federal regulators. None of these steps have occurred, and consumers have been left with cards they can not pay and vague assurances from Bread Financial on social media that their credit scores wont be impacted negatively. To date, no formal notification of the outage, presumed XXXX, or steps consumers can take has occurred, which would be expected in the case of a ransomware attack, as Bread Financial has no ability to roll back ( depending on when the intrusion occurred ), or access their systems to provide notification.
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My XXXX XXXX credit card statement was mailed on XX/XX/2022, and received at my home on XX/XX/2022. The statement indicated a balance within my authorized limit which I desire to completely pay off to avoid interest charges. The due date to make the payment is XX/XX/2022. I usually conduct a telephonic transaction to pay the credit card bill by authorizing a direct debit from my bank account. I have done this successfully for over the past twelve months with no complications. I have been trying to make the payment telephonically for the past week, but the payment was not processed successfully. The recording stated that a problem prevented the process from be performed and that I would be transferred to a customer service representative for an additional {$9.00} fee, but anothers recording stated no customer service personnel were available and I should call back later. I have also tried to contact Commenity Bank directly, but he a separate recording repeats the statement to call back later, then immediately disconnects. I am concerned that the Commenity Bank is preventing payments from being processed to impose higher credit fees or to force customers to use a customer service representative which requires an additional {$9.00} fee.
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I applied. Was accepted, never got email. Comenity 's phones and website are not working. Comenity claims that a system upgrade went bad and they are working on it. According to the complaints on the XXXX page this has been happening for at least ten days. So now they have my personal information on a card that I can't use, that someone else may be using and they won't talk to me. Check out their XXXX page. I do not know my card number. I used XXXX XXXX XXXX XXXX in the form below They haven't sent it yet, just approved me for a loan. Someone else is probably using it.
Company Response:
State: SC
Zip: 29301
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Unable to pay online via account or XXXX XXXX Chat is a bot, and the customer service phone number goes to a recorded blurb and then disconnects. Been going on for over 10 days now. My payment falls on a holiday weekend, yet their social media states only people whose payment is due by XX/XX/XXXX will be saved late fees. My payment is due XX/XX/XXXX and I STILL cant pay.
Company Response:
State: CT
Zip: 06450
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/22 I visited XXXX XXXX in XXXX, NC. The cashier promoted a rewards program for the store which we decided to sign up for. I should have become suspicious when the rewards program sign-up procedure included my social security number. It was not a rewards program, it was a rewards credit card that was opened in my name. This was very misleading advertising of the credit card. In addition, the cashier immediately put the charge for our purchase on that card without asking me. I had inserted my other card with which I intended to pay a bit earlier in the transaction and thought it was going there. He never said anything about authorizing payment to the new card. At that point, I didn't even know I had a new card. The credit card is a " XXXX XXXX '' credit card managed through Comenity. I have messaged them about cancelling the card and am awaiting a response. I realize my one complaint isn't much but I'm hoping if this is a widespread problem that more people will complain and something can be done. Please let me know if you have any questions.
Company Response:
State: OH
Zip: 450XX
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: 2022-07-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity Bank via Bread Financial is holder of several of my credit cards, XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX and more. Their website has been down for over a week. I can not access my statements nor can I pay my bills. They have posted these canned responses online that day call the number on the back of the card to make your payment. When you call, the system gives another canned message to call back. They then posted online to use Easy Pay and gave a link. It does not work. You can not reach anyone at XXXX on the phone. No way to pay my bills. No was to see my statements. 50 million folks in XXXX can't be wrong. I need to pay my cards before this affects my credit score and I get hit with late fees.
Company Response:
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A