Date Received: 2022-06-30
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity Bank issues cards foXXXX XXXX XXXX XXXX XXXX. For over a week, I've not been able to access online services. Information from the company is very limited, saying it was a " planned update '' and " scheduled maintenance ''. I've asked if they were hacked and they refuse to answer the question. I asked if they are a victim of ransomware and they refuse to answer. The early responses said account information was safe. That wording has disappeared from their subsequent messages. They said that calling the phone number would allow account access, however a recording says the call can not proceed, call back later, and then it disconnects.
Company Response:
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2022-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I've been attempting to make payments on accounts with Comenity Bank including XXXX and XXXX XXXX since XX/XX/XXXX, the web-sites for both accounts are being updated, according to rep spoken with today, XX/XX/XXXX. I attempted to make a future payment for XXXX, when payments are due for both accounts, was told to speak with collections... However, the collections rep advised she can not make a payment due to update ... It is not clear when sites will be operational, which is not my error, should not be charged late fees..Payments are due in two days, it does not appear site will be up anytime soon..
Company Response:
State: CT
Zip: 06320
Submitted Via: Web
Date Sent: 2022-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-29
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity bank systems are down. Unable to make payments, use the card or login. Unable to contact phone support either.
Company Response:
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-29
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Comenity Bank/ XXXX XXXX card charged me a finance charge of {$2.00} after I paid off the account. That balance is now coming due XX/XX/2022. I have made multiple phone calls and tried to contact them online but every time I call the call is automatically disconnected and/or I receive a message stating, " We had a recent update and are having systems isssues '' and then the call is disconnected. Their website says you can pay online but you can't. You get the same message. I have been working on this for days with no progress. What am I supposed to? I do not have any lates on my credit. And I do not want any. Please advise. XXXX XXXX - XXXX XXXX XXXX customer service XXXX " After the completion of a recent planned system update, we continue to work on restoring service as quickly as possible. Were very sorry for any inconvenience. Please know that we will work to ensure a fair resolution for our customers who were impacted by this service disruption. You can now check your balance, make a payment and service your account using our Automated Voice Response System by calling the number on the back of your card. ''
Company Response:
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-29
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity bank owned by bread financial has been down for a week. Nobody can access our accounts, the phone lines do not work and there is no way to get any information about what is going on. The notice on the website says it's " planned upgrade that is taking longer than expected '' but the company did not inform anyone of any " planned '' upgrade and it's now been a week with no access to our accounts or any statement from the company about what is actually going on with our extremely important information. I, and many others believe there was a data breach and the company is trying to hide what actually happened, website upgrades don't take this long.
Company Response:
State: MA
Zip: 02135
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been calling torrid comenity bank for two weeks now to report a lost card and make a payment and they wont answer the phone. Their automated message hangs up and does not let you speak to anyone. They claim its system maintenance, however their online website is not working or accepting payments. The card is lost and the payment is due on XX/XX/XXXX but they will not accept online payments, will not answer the phone to make a payment and I have no way to access any of my information. I mailed a payment as there are no other means to contact them and the mail has been undeliverable. They should be forced to fix their system or at least answer the phone. I have a feeling they are going to try to nab late fees on people when it is no fault of our own they completely left us abandoned.
Company Response:
State: PA
Zip: 19061
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am trying to make a payment through XXXX 's Comenity payment portal but the site has been down since XX/XX/XXXX. They have turned off the customer service phone lines and there is no way to contact a rep nor any way to make a payment. Most importantly, there is no estimate as to when systems will be back up. This is messing with peoples credit.
Company Response:
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity Bank has failed to allow access to customer accounts and is charging interest and fees. Comenity bank has locked me out of my account for months and has not had any customer service to access the account. Comenity has not been drafting my payments from my account for months now, which I initiated through " Easy Pay '' that allows to you pay your bill without Sign-on. Again, they are charging fees and interest during this time, this seems very criminal and similar to extortion.
Company Response:
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am trying to make a payment through XXXX Comenity payment portal but the site has been down since XX/XX/XXXX. They have turned off the customer service phone lines and there is no way to contact a rep nor any way to make a payment. Most importantly, there is no estimate as to when systems will be back up. This is messing with peoples credit.
Company Response:
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Approximately 6 days ago, millions of consumers lost access to their Comenity Bank credit card including co-branded cards, myself included. 1. We are not able to login to the web URL to view account information, pay bills or view transactions. 2. We are not able to call and speak to someone. We are given a recording that states agents are off and unable to look up account information while a system upgrade is taking place. https : //d.comenity.net/ac/comenitycard/public/home
Company Response:
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A