Date Received: 2022-07-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Have been trying to pay both my XXXX credit card and Victoria Secret credit card. Both are under comenity bank. The online portals to pay my bill won't allow me to log in, and when I try to call the customer support, they do not actually take the call. Instead, they have a recorded message saying to use their XXXX online. So I tried doing that. XXXX should allow payments without logging into my account. But when I try to go through the XXXX, it tells me the website does not exist and then directs me back to customer support, throwing me into a frustrating loop and still not letting me pay my bill. My Victoria Secret bill is due on the XXXX of this month ( XXXX ). And my XXXX bill is due on XX/XX/XXXX. Because of the bank not allowing me access, my payments will now be late, and I can't have my credit score decrease.
Company Response:
State: IL
Zip: 60005
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: For at least 7 days now, Comenity has been down. I ( and most others ) have been unable to access our account. I can not download statements, make payments, etc. Comenity has not reached out to any customers. They are tweeting the same regurgitated responses about a system update. They claim that the phone number on the back of the card works, when it doesnt. There are technical difficulties. They are also only waiving fees for late payments due on XX/XX/XXXX & XX/XX/XXXX, when the system has been down longer than that.
Company Response:
State: IL
Zip: 60914
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Comenity Financing still has the site down for nearly all info on my three store cards with Ulta, Torrid, and Lane Bryant. They're not responsive to phone calls and also I have not received any notice from them that their sites are down and no longer processing payments or charges, I found out on my own. Their " forgiveness '' period of waiving late payment fees due to their outages has gotten extended to XX/XX/XXXX, only according to XXXX and not the store card sites, but it is XX/XX/XXXX and everything is still down and all I see is a generic error messages about outages on XX/XX/XXXX and XXXX. This is a huge issue because I do not know if my automatic payments are going to be processed and I can not view my remaining balances on these cards. Furthermore, I don't have some of the cards anymore and can not provide my card number for XXXX ( lost, not stolen ). They have no explanation for what has been going on for nearly a week now or if credit info is at risk.
Company Response:
State: LA
Zip: 70508
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Bread XXXX/Comenity website had been down for at least 6 days at this point and there is no way to contact the company to get balances or make payments. The company is not communicating with customers as to what is happening other than by putting that the following : " 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 on XX/XX/XXXX or XXXX, 2022. Those customers inability to make a payment will not affect their credit score. You can now check your balance and make a payment online using XXXX. '' If you click on the link and follow the prompts ( assuming this loads ) it gives another error message and gives a link to Customer Care. This sends you to the Bread XXXX page that asks you which card you are inquiring about and sends you back to the original site that you started at. It is very frustrating and all I want to do is make a payment on my card and check my balance. By the way the phone system just gives the same excuse as the website. It is like the person is reading from a script.
Company Response:
State: NC
Zip: 28054
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My Comenity Visa has been declined consistently over the past few days despite the account being in good standing. There may have been a charge the company flagged as " fraudulent, '' although it was not, but I have been unable to contact them via phone or their website to resolve this issue. My understanding is that I am far from the only one experiencing this problem with the company. Very frustrating, as several other accounts that depend on this card are failing now.
Company Response:
State: WA
Zip: 98027
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 with the payoff process at the end of the loan
Subissue:
Consumer Complaint: Hi, I was in the process of working on paying off a loan that had a promotional period of one year of purchase. The start date was around XX/XX/2021. The loan is through Comenity bank. In the past three weeks I have been unsuccessful in getting access to my account. When I call the automated service puts me through and when I attempt to talk with a representative it hangs up saying " We are too busy to handle this call please call back at a later time. ''
Company Response:
State: MI
Zip: 48348
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Attempted to use my Comenity Bank card online and at a gas station. I always pay my bill on time
Company Response:
State: PA
Zip: 18940
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 credit cards through come out. Victorias Secret and XXXX. Im unable to make any payments and it has been for well over a week now and you can not get in touch with Comenity. I dont want this affecting my credit score or to be charged late fees due to their system problems.
Company Response:
State: NY
Zip: 143XX
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: This is in regards to Comenity Bank 's XXXX XXXX card. Their entire system and call center is down. I cant log in, see a statement or pay my bill. Gives you errors. Its been days. I've tried calling but at first said it couldn't go through due to technical issues. Now it says their system is down and hangs up on you. All I can do is see what I owe in their Easy Pay link. But my balance is WAAAY too high at over XXXX (! ) Dollars. I cant freeze the card, I cant tell what eraneous charges were made, if I've been hacked or cancel the card because I'm completely locked out! Even if I wanted to pay this balance thats clearly wrong, I cant as the payment just pinwheels then errors out! Never have I ever gone through anything like this in my life with a cc company. This is beyond ridiculous!
Company Response:
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2022-07-02
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: Trying to make payments due on my accounts for Comenity Bank and have not be able to access the system via the web or on the phone.
Company Response:
State: OH
Zip: 45385
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A