Date Received: 2022-07-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Tried to make payment on XX/XX/22 for balance due on XX/XX/22. Was unable to access the payment website and Comenity had a System Outage error message on its site. Tried again on XX/XX/22 with the same result. On XX/XX/22 ( when the technical problems were supposed to be fixed ), I tried the payment site and received the same error message. I went to the XXXX XXXX site as directed by Comenity and received an error message when I attempted to log in to my account. Finally XXXX Comenity/Bread financial to see if others were having similar issues. Phone numbers provided by Comenity were also not working. As a former banker, the total lack of communication is appalling. I just want to pay my balance off and cancel my card. The companys egregious behavior should be acknowledged, and it should also waive interest expense and/or any late fees incurred as a result. Thank you.
Company Response:
State: CA
Zip: 91355
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: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I been trying to pay my bill with comenity and they keep saying theyre trying to solve the problem its been down for past week and they still havent fixed it yet im thinking this site is fraud and using us for its benefits and going to charge us and ruin our scores even though THEY ARE THE PROBLEM
Company Response:
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have XXXX credit cards with Commenity Bank. They are an XXXX XXXX XXXX, XXXX XXXX and a Victoria Secret credit cards. I can not make payments for the XXXX card which is due on the XXXX or Victoria Secret card which is due on the XXXX due to Commenity Banks site being down and their phone lines not working. I have called all the customer care numbers on the back of the cards yesterday, XX/XX/XXXX and was only able to get through to one of them. The problems with their online and phone system has been going on since XX/XX/2022.
Company Response:
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have two accounts one with XXXXXXXX XXXX XXXX XXXXXXXX and one with Victoria 's secret. I have been unable to check my online accounts since XX/XX/XXXX. I have tried calling on the phone and I get a message about an update and that they can not help and it disconnects me. It was only today on XX/XX/2022 that I received an email alerting me to this issue. I have called multiple help phone numbers for the two different card accounts and I get a voicemail regarding their update and that they can not help and then it disconnects. Since I have paperless statements and I can only access my accounts online I do not know what my balances are I do not know when my due dates are and I do not know my minimum payments due. This is completely unacceptable and extremely frustrating and worrisome. The fact that there is no communication from the companies holding these cards and accounts is disgusting.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Can not access online accounts for several credit cards through Comenity BankXXXX XXXX XXXX XXXX used anywhere, but also store cards for XXXX XXXX and XXXX XXXX I spoke with a representative, XXXX, on Thursday XX/XX/XXXX. I was told the company was aware of the problem and that the website should be working within 24 hours. It is now XX/XX/XXXX and I still am unable to access my accounts to verify any transactions or to make any payments. The company suggest using easy pay option, but with paperless billing for 2 of the accounts, I do not know my account numbers.
Company Response:
State: MI
Zip: 494XX
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been trying to pay my XXXX XXXX and my XXXX XXXX XXXX XXXX credit card payments since XX/XX/22 and have not been able to login to the website, contact them by phone ( the recorded message just tells you to call back at alter date ) or use the XXXX they have said to use. First I kept getting a blank screen, then when it did come up, it said it couldnt locate my account information. I have tried every day since and I have also posted to their XXXX page and received the same message they are sending everyone else. Here is what I copied from that response : We know the recent system outage has been frustrating and we will work to ensure a fair resolution for impacted customers. Were waiving late fees for customers whose payment due date fell between XXXX XXXX XXXX. Those customers inability to make a payment will not affect their credit score. In the event outages impacting customers ability to make a payment extend beyond XX/XX/XXXX, we will extend the late fee waiver and the pause on credit reporting accordingly. We will continue to work on restoring your ability to manage your account the way you want, and deliver the quality service you expect. Additionally, we're experiencing higher than normal call volume, but our representatives and automated systems are working hard to take all calls that are coming through. Please try calling us again at your earliest convenience to submit your payment. Thank you, They say this is a result of a system update but I never received a notice of an update and the only notice of an outage or update on this outage I have received is from XXXX or XXXX.
Company Response:
State: MD
Zip: 21742
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Hi, on XX/XX/XXXX I tried to make a payment to my credit card but Comenity bank said their had a system outage. I waited a few days and tried again, but the system was still not working. They posted a message to either call or use their " XXXX '' option, however the calls would not go through and the XXXX option continued to say my account did not exist. I have multiple accounts through Comenity bank and none of those accounts I have been able to access, pay my bills, or reach the company through the various customer service lines that are listed on my card. A couple of my cards are due now but I still have no way to make my payments. I tried yesterday ( XX/XX/XXXX ) and today ( XX/XX/XXXX ) to pay multiple cards, to no avail. Each payment site I visited today continues to claim I can make a payment through XXXX ( I still continue to get " account does not exist '' ) and the phone lines now say to " Please call back at a later time ''. The customer service representative on XXXX continues to make false claims that you can make payments through XXXX or through the phone at present. They literally responded to someone saying that those XXXX systems were up and working before I made my last attempt. I understand that they said they would waive late payment fees UP UNTIL XX/XX/XXXX, but I am still worried about it seeing that the systems are still not operating.
Company Response:
State: WA
Zip: 98338
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/XXXX I attempted to make my monthly payment through the Victoria Secret App and was unable to do so. Through the app it was acting like it was continually loading so I closed out and reopened multiple times. I kept getting an error code each time I used the facial recognition to log in. XX/XX/XXXX I attempted to log in to the card section once again through the Victoria Secret App to make my payment and I was unable to do so again and it kept giving me an error. XXXX I once again tried to log in through the app to make my payment and the XXXX XXXX XXXX tab was no longer showing in the app. I got on XXXX and learned that there was an update to the Comenity banking system that I was not notified about and learned that people everywhere have been unable to access their accounts let alone make payments. Comenity is telling people to use their easy pay option through their website which is also down at this time and all customer service numbers are completely down. XXXX I tried using the easypay through Comenity website and it says it is unable to locate my account. I dialed the card service number on the back of my card and it gave me an option to look up my account. I enter red my information then the auto service stated unplanned outage and then disconnected the call.
Company Response:
State: OK
Zip: 746XX
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have two cards with Comenity Bank. I haven't been able to log onto their websites to pay my bill for over 2 weeks. I have tried using the automated voice system to make payments as per Comenity 's instructions and that method doesn't work either. What's worse is Comenity has ghosted millions of customers and they will not provide answers to what is going on. I'm fearful that they have been hacked and that the personal information of millions of customers including back account information has been hacked.
Company Response:
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have an Ulta brand XXXX through Comenity bank that I have had on almost 6 years. I have been a platinum Ulta rewards member since then meaning I spend at least $ 1200 yearly and I have never missed a payment on this credit card. I use my card actively. I have been unable to use the card for the past month and am unable to log into my account online. In addition, comenity bank reported my account closed to XXXX on XX/XX/2022 without notice or any reason.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A