Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I've been trying for days to pay my Comenity BJ 's XXXX. Their website says they are doing a maintenance update, so not able to login. When you call them there is recording saying they can't assess your account information and their offices are temporarily closed.
Company Response:
State: MS
Zip: 38632
Submitted Via: Web
Date Sent: 2022-07-12
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: XXXX XXXX XXXX card ( Comenity Bank ) Last Tuesday, XX/XX/XXXX, we made a payment for {$540.00} ( payment due was {$60.00} ) and the payment was due Friday, XX/XX/XXXX. I received an email confirmation as proof of payment. 2 days ago, we noticed the payment had yet to clear our bank, nearly a week later. We have tried and found that the website has been down since XX/XX/XXXX. In addition, they have not manned their calls centers in a week. No one is answering. I am so mad because even though we paid early and have proof of payment via email from Comenity Bank, they sent an email that we have been hit with finance charges and late fees - we've never been late and my XXXX took a hit because of this! I have gone to their XXXX page and I am reading that this same thing is happening to thousands of customers. Not just XXXX XXXX customers but anyone with a Comenity Bank store card. So many people are getting hits on their credit, even after on time payments! They are scamming people, they will not respond or answer the phones.
Company Response:
State: VA
Zip: 23451
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: I have been trying to make a payment since XX/XX/2022 for my Victoria Secret Credit Card, it keeps giving me the same message that they are conducting a planned update and they are unable to let customers sign in to their accounts and make payments for days now, it is XX/XX/2022 and I have not been able to make any payments even though my payment was due yesterday, I do not want this to be reported on my credit. I have also been trying to call them and no one will answer
Company Response:
State: TX
Zip: 77503
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: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XX/XX/XXXX XXXX called concerning an online order that I never placed, so I checked my credit reports and saw a hard inquiry from XXXX on my XXXX report. Someone used my maiden name ( which is not my legal name ) fraudulently to open a card and make an online order to an address completely unassociated with me. XX/XX/XXXX XXXX cancels the orders that they can and refers me to Comenity bank to begin fraud report. Comenity bank has no way to speak to a person online or via phone and this has continued into XX/XX/XXXX. XXXX can not remove hard inquiry or new credit line until I can begin this process with Comenity.
Company Response:
State: NC
Zip: 27302
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: The problem is with Comenity Bank ( now part of Bread XXXX XXXX XXXX Comenity is the bank that issued my Sony credit card ( a XXXX card ). Comenitys site is down and their phone lines are off ( the recording said the company lines were closed due to unforeseen circumstances. ) This has been the case since at least XX/XX/XXXX when I first went to pay my bill online. Its now XX/XX/XXXX and my bill is due today and they are providing no way to pay it. I have an XXXX credit rating and dont want to lose that. Comenity is now saying this was a planned shutdown but I never received advanced notice and its been going on for days. Concerned Ill get a late fee / interest.
Company Response:
State: NY
Zip: 124XX
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 have 5 Comenity XXXX cards and have tried for 5 days to try to pay my bills. I cant log in or call the customer service line. It says a plan maintenance is taking longer than usual. I am worried about being charged a late fee on my accounts.
Company Response:
State: TN
Zip: 37209
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: Company confirmed, due to their error, they would not be charging me a late fee. Received notice yesterday that late fee is due today but there is no one at Comenity that I can speak with since they are down for maintenance. Their system is down so no one to dispute or pay for this late fee which I am nor supposed to get to begin with. The company is closed and they are charging me late fees with no way to address it. PLEASE HELP?!
Company Response:
State: NJ
Zip: 07302
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 have multiple comenity bank card accounts. None of the accounts are able to be used for purchasing and none of the accounts are available to make payments on. Online or by phone. The company is XXXX. There is absolutely no communication. This has been the case for over a week.
Company Response:
State: MO
Zip: 64119
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 have a XXXX XXXX card through Comenity Bank. Their system has been down for several days with no ability to communicate with anyone. No explanation is being given for the extended outage aside from generic responses. No answers given about making payments, unable to access my information to check for possible fraudulent purchases. No estimated time is being given for service restoration. Very concerned there was some sort of breach and it is being hid from customers. They are giving everyone until XX/XX/XXXX before late fees, which is only a few days away.
Company Response:
State: OH
Zip: 44446
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: XXXX XXXX which is Comedity Bank system has been down for for days and you cant sign into your account and they are not taking calls. Their XXXX says its a system update but you cant do anything on their website. If the system is down what does that have to do with them accepting calls? You cant make payments.
Company Response:
State: NY
Zip: 10475
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A