Date Received: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I keep trying to pay my XXXX XXXX bill with Comenity and their site has been down for over a week, and their phones are down, and when I finally did get to attempt to login further, it said my account was closed. I make on-time payments on the XXXX of every month and still owe a XXXX balance. I literally just want to pay my bill. Im so stressed out because its not letting me and nobody is answering their phones.
Company Response:
State: MI
Zip: 48044
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: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Back in 2017, Comenity bank closed my Express card with no consent or knowledge from me. This led to me not being able to make payments on the account. This then led to the account going late multiple months then to a charge off. Even after talking multiple times to their overseas customer service departments, with no help. They would only say things like " the account is closed, we cant help you '' or " wait till it goes to collections ''. For the last 5 years this account has HAUNTED me and my credit reports. Making it still so I can not obtain proper credit or even a mortgage.
Company Response:
State: FL
Zip: 333XX
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 bank has had its payment system down since at least XX/XX/2022. I have attempted to make a payment regarding my XXXX 's Mastercard I have with this bank on multiple occasions since this date. They have a new easypay system that does not work and and you get a " Page Not Found '' error and to contact customer service. When attempting to contact customer service, via phone, you get another message that they are " experiencing a phone outage and can make an online payment at comenity.net/easypay. '' Yet going back to my previous statement this system is not working. Consumers are unsure if their data has been breached or when this issue will be fixed. The company keep posting the same message via XXXX, not emailing actual consumers of the ongoing issues. If someone does not have XXXX they would not know what was going on. They did post that late fees would we waived for people whose payment were due from XXXX XXXX XXXX and that inability to make a payment will not effect credit scores, via XXXX. I certainly hope that this companies lack of responsibility to its customers truly does not effect my credit score and effect my ability to buy a home in the coming months.
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity Bank performed a scheduled maintenance that led to a complete outage ( unable to check your balance, pay bills, use cards ) as well as a customer service outage starting around XX/XX/XXXX, it is now XX/XX/XXXX and there still has not been any communication or fixes other than copy pasted retweeted tweets on XXXX from the Comenity Bank account. Hundreds of thousands of users are left without being able to pay their bills, likely will have our credit score affected, and also unable to view our accounts and unable to use the cards at the select stores.
Company Response:
State: MA
Zip: 01752
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 an XXXX credit card that is managed by Comenity bank. I have been trying for over a week to make a payment to them however there has been outage or cyber attack and I can not log into my account to make a payment. Their phone systems are down too. My payment is going to be late and will affect my credit score.
Company Response:
State: TX
Zip: 77598
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: Website has been down for days. Phone does not work. Previously the line picked up and there was no sound. Now the phone message that comes when calling says they are experiencing a phone outage.
Company Response:
State: NJ
Zip: 07960
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 can not get ahold of anyone at Comenity Bank who is owned by bread financial. They refuse to tell anyone what is happening. They wont answer direct questions. Phone lines are down. You can not login online. You can not make payments. I had fraud on my account and they sent me a new card and I can not activate my new card. I cant even get an update on the fraud case. All my points are showing as gone.
Company Response:
State: ME
Zip: XXXXX
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 credit card with Comenity Capital Bank and my payment is due today. I have been trying for days to pay my bill. I tried to log in I receive a message that my account was closed. I never receive a notice informing me that my account would be closed. I also tried to call and receive a voicemail indicating that they are experiencing a phone outage. This has been going on for days. I tried using the XXXX link but you need your full account number which I can not get into because I am enrolled for online statements. I can not get to them since I can not get into my account online. I tried the chat feature and the virtual assistant kept sending me in circles. This is very frustrating and now I am going to get a late fee because I can not get in contact with anyone to pay my bill. I am being sent in an endless loop with no way out. This is a horrible customer experience. As a result, I am going to get a late fee and I reported late on my bureau. I have an excellent payment history and now to no fault of my own, I am being forced to pay late. I do not know which way to turn. They did not even send me a letter or an email on the account closure or instructions on how to pay my balance going forward. This is not fair.
Company Response:
State: PA
Zip: 19013
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: Other problem
Consumer Complaint: Comenity has been updating their website for a while now and I havent been able to pay my card. I dont want my credit score to be affected because of them. Im reading also that they might have gotten hacked and that just worried me more specially regarding my personal info.
Company Response:
State: FL
Zip: 33183
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: Opened a new account with XXXX XXXX XXXX, and when I attempt to access my account online their entire website and phone tree is down. I can not register for access, see my info, or pay the bill that is due. Checking online shows this site has been down for weeks. I don't want a hit to my credit because I can't pay the bill.
Company Response:
State: OH
Zip: 45801
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A