Date Received: 2022-07-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity Bank, which issues my NFL Extra Points Visa Card was down for " routine scheduled maintenance '' for at least a week, from on or about XX/XX/2022 until on or about XX/XX/2022. I was finally able to make a payment on XX/XX/2022. This outage caused my account to go 30 days late and a derogatory mark to hit my credit report. When this account was previously with XXXX, I had never had a late payment on my credit report, and I fear this outage, and my inability to make my payment will cause my report score to be lowered.
Company Response:
State: CA
Zip: 92869
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Comenity banks website is down and Im unable to access my account online to pay my credit card bill thats due XX/XX/XXXX. I have been trying to get through for several days now ( XXXX XXXX XX/XX/XXXX ), including calling customer service. However when I call, the automated response ends the call and when I actually got through one time on XX/XX/XXXX, it was glitching. Im not sure how to pay my bill and comenity is not communicating when this problem will be resolved, and whether they are waiving late fees for bills due after XX/XX/XXXX.
Company Response:
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: COMENITY BANK has been down for over a week. Nothing works. I have payments due on the XXXX of XXXX that i always pay early to avoid interest. Due to their incompetence of having their website/phone system down. I have no way of making a payment. I cant even log in to see how much is owed. There are literally thousands of customers in the same boat if not millions who cant access their accounts. I shouldn't have to sit on my PC all day long to try to pay a bill This is having an impact on 2 store cards for me which are XXXX XXXX XXXX XXXX credit cards. I am missing out on paying less interest and now will probably be penalized by their automated system for being late since its not my fault their website and phone systems are down. You cant even reach a live person atm.
Company Response:
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am unable to access my account. The website redirects to " Bread '' financial which has apparently acquired Comenity. When I try to use the feature to find my account, it gives me an error message that it wasn't found. On this error page, they acknowledge an issue and say they're waving late fees for those whose payments were due on XXXX and XXXX. I do not fall into that group. I attempted to call, and was greeted with an automated message repeating the above information, and then told that they are not accepting calls and it hangs up on me. It is completely unacceptable that I can not access my account and they are shut down with no way to communicate with customers other than to say " sorry, we're not taking calls ''.
Company Response:
State: IL
Zip: 62959
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I did not authorize a hard pull on my credit profile.
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: They've gone through a update on their website so payment sites were down... They say you can pay over the phone but when you call it says call back later... They're easy pay site. Just keep saying loading loading loading or it says error can't find your information... I'm just very frustrated with this whole situation because I have five accounts that are probably going to have late fees ... One account already has a late fee.
Company Response:
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My ulta card by comenity was reported as 30 days late on credit reports when I was not able to make a payment to avoid it. Comenity claims to been doing system updates for over a week now and people have not been able to log to account, make payments online or over phone for several days and therefore were not able to make payments by due date. I wanted to make payment by due date and pay past due amount to avoid late payment on report but was not able to as their system has been so messed up and got reported. Comenity has complaint after complaint on social media about all this and they just keep giving everyone the same automated answers over and over and no real clear answers. People are worried about a data breach or something as none of us have ever seen a system update take a week or longer where sites and phone lines all go down with no one able to do anything.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity bank up dated there web page and now you can not login to your account. And the big issue is that I'm not the only one who is having trouble. And when you contact them you get a standard reply that doesn't address the issues. And now we are going to end up with late fees. Please help us with this issue. I have XXXX cards issued through them.
Company Response:
State: MI
Zip: 496XX
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have been having problems with Comenity bank. I can not get in contact or go online. When you call the one XXXX number it goes straight to automated Voice service. According to Comenity bank this was supposed to be in system update. We are now going on two weeks. This is very frustrating when you cant use your card or make a payment. Thank God I was not on vacation. Please help!
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In accordance with the Fair Credit Reporting act COMENITYCB/ZALES Acct # XXXX, has violated my rights. They stated on my credit report that I was late in XXXX, but that's fraudulent and unfair to me. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose
Company Response:
State: AL
Zip: 35126
Submitted Via: Web
Date Sent: 2022-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A