Date Received: 2022-07-02
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have a comenity mastercard thru Bjs XXXX XXXX that has been declining for four days. I have called everyday multi times a day the number on back of card and Im hung up on or doesnt go thru. couldnt sign into my account online until yesterday everything looks good so no reason to be declined. This by the way is my only credit card.
Company Response:
State: NY
Zip: 12590
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: Comenity 's online systems have been down for somewhere around two weeks. This means there is no reliable way to make online payments on their credit cards. People trying to make payments via the phone system and other methods are reporting on XXXX the money not being credited or coming out of their checking account multiple times. And yet, with all of this going on ... while they are not providing access to a reliable payment method... they are making collections calls to people who have missed making their payment! This is absolutely outrageous and can not possibly be legal. And the phone rep acted like they were doing me a favor by waiving the late fee... what about the days of interest I'm racking up by not being able to pay off my balance?
Company Response:
State: FL
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This complaint is regarding Comenity Banks system outage that has been going on for the last month. I, along with millions of other users, have been trying to make our payments. They claim to have an easy pay system online now, that does not work, and their call centers are also entirely shut down, making pay over phone impossible. No account information is available either, thus unable to see due dates, amount due, interest, etc. One of my accounts with them has already been reported as late- which must be immediately removed, as it is inaccurate reporting as it was by no fault of my own but the companys that I, as so many others, are unable to submit payment. I want action taken and this issue to be resolved promptly. I do not believe my information is safe, nor do I believe they are making any attempt at accurate reporting.
Company Response:
State: KY
Zip: 41042
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 a XXXX store credit card run through Commenity bank. My bill is due the XXXX of every month that I make purchases. Its so rare that I dont have autopay set up and I prefer to physically go in and pay the bill. I went in on XX/XX/2022 and saw this big red message about a system update failure and to try their new easy pay system. It claims you dont need a login to pay bills and such. Well that didnt even work. So then I try to login regularly, didnt work. I tried calling and then got an automated message about the system update, using easy pay, and then all staff are busy please call at a later time followed by a hangup. Want to chat with someone online? Have to login to do that. Their owner company is Bread XXXX. Called them. Same exact automated message. Thats when I went to XXXX. And found all threads through XXXX and all the consumers having the exact same problem. Heres the thing : at this time, they were only claiming to waive late fees if your payment was due XX/XX/XXXX & XXXX. That did me no good with a XX/XX/XXXX payment. They kept advising to call or make a payment with easy pay, neither of which work. A lot of speculation regarding a hack vs a system update. Regardless, they needed better communication. It wasnt until today, XX/XX/XXXX, that they said payments through XXXX XXXX will have waived late fees and wont effect your credit. Thats too late. They have not communicated effectively with what has gone on. Its effected consumers, retailers, and average creditors. When it comes to my finances I deserve to know exactly what has happened and to lose all capabilities for more than a week, during the time most bills are due, is too suspicious. And I know that if it was a system upgrade, there is way to default to the old system should the new one not work properly - just to keep things running. Im considering cancelling my credit card simply because I no longer trust this bank to handle it.
Company Response:
State: VA
Zip: 20176
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: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Comenitys website has been done for 10 days. Said it was a maintenance issue. Phone number isnt working. I cant check for accuracy on charges. Suggests using easy pay but that link doesnt work either. I have XXXX XXXX XXXX accounts
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Comenity Bank notified me they were closing ALL accounts under the XXXX XXXX XXXX XXXX, effective XX/XX/2022. The notification advised customers could redeem accumulated points for statement credit, gift cards, etc. They then took their website down. I check it every couple days for the last 2-3 weeks. It is still down as of today, XXXX. Their Customer Service number only has a recording to call back later. There is no way to contact them, and I have substantial points to redeem.
Company Response:
State: MT
Zip: 598XX
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: XXXX XXXX issued by Comenity Bank I have been unable to access my Comenity account to make a payment for over a week through the phone app, Easy Pay or web browser. Received message that account could not be located online. Calls to the number listed on the card do not go through. Chat feature on Comenity/Bread Financial only offers generic information. There has been no email communication from Comenity about this outage. Social media posts from Comenity are not providing current or correct information. Furthermore, customers have not been notified of the merger of Comenity and Bread Financial.
Company Response:
State: CA
Zip: 92626
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 logged on to my bjs perks mastercard that is serviced through comenity bank/bread financial on XX/XX/25 to check on a credit that should been issued. I could not log on and the message said the site was undergoing planned service. I tried the following day and everyday since to log on without success. The company is unavailable by phone to answer questions. My payment due date is XX/XX/XXXX and I was finally able to use the easy pay function however I have not seen that the payment was processed through my Credit Union. This is my primary card so I carry a sizable balance that I pay off in full by due date. I am concerned that my credit score will be affected and that I might be charged interest because the due date passes without my payment processing. The site remains down and the phone line has a recorded message that simply repeats the outage and that they are working on it, call back later, then it disconnects. This is a very worrisome sign. I am also concerned about my personal information being secure with a company that is this dysfunctional.
Company Response:
State: MD
Zip: 206XX
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 make a payment on my XXXX, XXXX and Ann Taylor credit cards since XX/XX/22 without being able to get into the online system, XXXX XXXX or speak to anyone at Comenity Bank ( recently referenced as Bread XXXX ) for 8 days. I was finally able to get into XXXX XXXX after numerous attempts and pay my Ulta and XXXX cards but still can not pay my Ann Taylor card. I called the Ann Taylor store to see if I could make a payment there and they said the system to make payments in the store has been unavailable for 8 days. I spoke to XXXX XXXX, a team lead at the XXXX XXXX store location, for an extended amount of time as she tried to do everything she could to help. All of the phone numbers on the back of the card, provided to the store and on XXXX for customer service are answered by an automated system which states the technical problem, says to call later and them disconnects your call.
Company Response:
State: PA
Zip: 19002
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: I have a XXXX 's XXXX. They went out of business at least in the XXXX, Kansas area about 4 years ago. I have been faithfully making my payments every month like clock work for over 7 years. Been paying my balance I had when the store closed since, Today I go to pay my bill due on the XXXX of every month and it said there was a power outage, It instructed me to go to another way of paying, that didn't work. Can't contact them because apparently the power outage has affected their phones too. Now XXXX Bank if you are late takes the whole payment amount and uses it for late fees and interest. If this happens to me I will be upset because I can not access the site to pay..
Company Response:
State: KS
Zip: 66604
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A