Date Received: 2022-06-28
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have a Comenity Sony Credit Card and am traveling almost XXXX miles away from home. After 2 days ( and confirming via text that the transactions are indeed mine from traveling ) my card is getting declined. I went online but the site is undergoing planned maintenance that is running longer than expected and I have no access to my account. I tried calling the customer service line ( XXXX ) and the fraud department and it all says that they can not access accounts and it hangs up on you. I dont know if there is fraud on my account or if the maintenance causes the declines, but Im running out of other funds fast. How do I get help?
Company Response:
State: FL
Zip: 32826
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 suspected fraudulent charges on my Children 's Place credit card, which is through Comenity Bank. I tried to log into my account on XX/XX/XXXX but it said the system was down for scheduled maintenance. I tried again on the XXXX and got the same message, so I contacted Children 's Place customer service and was told they couldn't help as it was an issue with the credit card, but they gave me a customer service number and a link that I supposedly could use the pay my bill. The link didn't work and when I called the number, I got a recorded message saying that their system is down for maintenance and that their customer service is unavailable and to call back later. I tried logging in and calling again today, XX/XX/XXXX, and nothing has changed. I am concerned that the charges are fraudulent and that my scheduled payment will go through and I will have no way of getting my money back. Or, that the payment won't go through since the system is down and that I will be charged a late fee and my credit score will be affected. I also am concerned that someone may be using my credit card and will continue using it and obviously, I can't even call to cancel the card since the system is down.
Company Response:
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Around the week of XX/XX/XXXX, Comenity 's website did not allow me to login to view transactions or statements. On XX/XX/XXXX, their website went completely down and my credit card no longer works. It is XX/XX/XXXX and the phone lines for Comenity are shut down, you can only email them by logging into your account ( which is not possible with the website being down ). Comenity CAN NOT be reached AT ALL. Their services stopped working with no return of service date.
Company Response:
State: AZ
Zip: 85710
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: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Comenity bank has been inaccessible since last week, XX/XX/XXXX to present. Can not login to check balance, says you can make a payment but get a login error when trying to do so. As of XX/XX/XXXX they also say their offices are closed due to unforeseen circumstances. still can not access account. Have reached out on various social media platforms, response is auto generated and vague
Company Response:
State: NC
Zip: 27591
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 have 2 store cards with Comenity Bank one with Victoria 's Secrets and 1 with Express for the past 10 days Comenity Bank has stated that both the sites I'm trying to access are down for maintenance. My payments are due and I am unable to make the payments, unable to reach anyone over the phone, they have an automated system saying their offices are closed then it hangs up on you. You can't get to a live person, you can't make a payment on the app you can't make a payment on the website, you cabt even access your accounts, nothing is working and noone is saying anything at all. I've tried to contact Victoria 's Secret and Express and they have absolutely no clue and direct you back to Comenity Bank because they have no access to the credit cards to make payments because Comenity Bank is supposed to handle the account. It's absolutely obsurb for the consumers to have to go through this and risk affecting their credit for late payments because they can't make their payments due to the negligence of the credit card issuers system maintenance.
Company Response:
State: NE
Zip: 680XX
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: My payment for my XXXX XXXX which is issued through Comenity Bank was due yesterday XX/XX/22. When I opened the app to make a payment, it stated that scheduled maintenance is taking longer than expected and that my information was still secured. I attempted to make a payment without signing in with username and password and still was unable to make payment. I've contacted them and it says to call back at a later time. I've attempted to make my payment again and still recieved the same error message. I've gone to their XXXX page for updates and nothing. I don't want to incur late fees or have my credit score lowered because of this.
Company Response:
State: FL
Zip: 32825
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: Attempted to pay via the payment portal websites for each of these store cards : XXXX, Express, XXXX, Torrid, XXXX, & Victorias Secret ; payment website states only same day payments are accepted but will not allow me to login to pay. I can not access my online bill, attempts to call the customer service line to pay over the phone are unsuccessful as the line disconnects shortly after stating that they are undergoing system updates. Comenity Bank has been unresponsive through all social media avenues.
Company Response:
State: NJ
Zip: 081XX
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Website has been down and my card is being declined ( my credit score is XXXX ) no one knows nothing, erroneous info provided, no end in site, is this a breach?? Started XXXX that i know of. Calls to customer care no loner answered. Am furious... thus is A BANK!!!
Company Response:
State: TX
Zip: 76013
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 have a XXXX XXXX line of credit through Comenity. Their payment site has been down for some time now ( about a week ) and my payment due date is on the XXXX and I usually schedule a payment in advance and now I fear that my payment is going to be marked late with the bureaus and hit with a fee. Many others are having this issue as well. Phone lines are down and I am unable to get assistance anywhere.
Company Response:
State: NY
Zip: 14424
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Comenity Bank : BJ 's Perks MasterCard has experience total failure of their website for approximately 1 week. A message originally appeared that they were going through planned upgrades and the site would be back up soon. This message lasted for approximately 4 days, and has now been replaced with a message that the upgrade is taking longer than expected. This message has now been up for three days. I have contacted their customer service #, but they will only report that account services online will be available soon. A consumer is prevented from utilizing any services online, checking balance, accessing a statement, fraud prevention, management of benefits, or even payments online. I have never experienced a delay more than an hour in any other credit card, and this is now going on for over 1 week.
Company Response:
State: NY
Zip: 11542
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A