Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Community Bank website continues to be down not allowing us to access our account, make payments, or review charges. Additionally, the card is being declined every where except BJ 's stores. They phone number takes you to a recording but no answers from anyone, no representative to discuss the issue with. Yesterday, the recording indicated the service centers were closed.
Company Response:
State: FL
Zip: 34698
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 tried to log onto my account online for over a week now to check my account and ensure that I have a payment scheduled for the due date. For this entire time the site has been down. There is a current note on the site that reads, " We are currently undergoing a planned system update that has taken longer than expected, thank you for your patience as we work to restore service as quickly as possible. In the meantime, your account information remains secure through this update. We apologize for any inconvenience caused by this disruption. '' Please tell me how someone is supposed to verify that a payment has been schedule. Or tell me how someone is supposed to pay when they can not access the site. There is an option on the site to " Pay Faster Without Signing In ''. I tied to log in via that link with my information and it did not work. This seems like the company is trying to make it harder for people to pay their bill in hopes that they miss a payment so they can charge late fees and interest. This needs to be resolved. There has been nothing but problems every since this new company took over this credit card and it really seems like some shady business practices. Fix the issues and do better.
Company Response:
State: MN
Zip: XXXXX
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: ON XX/XX/2022, I TRIED TO MAKE MY ONLINE CC PAYMENT TO Ann Taylor CREDIT CARD WHICH IS SERVICED BY COMENITY BANK. BUT, I KEPT GETTING AN ERROR MESSAGE OF " We are currently undergoing a planned system update that has taken longer than expected. We are working to restore service as quickly as possible, and your account information will remain secure through this update. We apologize for any inconvenience caused by this disruption. '' SO I TRIED AGAIN ON XX/XX/2022, AND THE SYSTEM IS STILL DOWN. MY PAYMENT WILL BE LATE. I WANT TO MAKE SURE THIS DOES NOT AFFECT MY CREDIT SCORE, NOR SHOULD I BE CHARGED A LATE FEE.
Company Response:
State: NJ
Zip: 08724
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: ON XX/XX/2022, I TRIED TO MAKE MY ONLINE CC PAYMENT TO XXXX CREDIT CARD WHICH IS SERVICED BY COMENITY BANK. BUT, I KEPT GETTING AN ERROR MESSAGE OF " We are currently undergoing a planned system update that has taken longer than expected. We are working to restore service as quickly as possible, and your account information will remain secure through this update. We apologize for any inconvenience caused by this disruption. '' SO I TRIED AGAIN ON XX/XX/2022, AND THE SYSTEM IS STILL DOWN. MY PAYMENT WILL BE LATE. I WANT TO MAKE SURE THIS DOES NOT AFFECT MY CREDIT SCORE, NOR SHOULD I BE CHARGED A LATE FEE.
Company Response:
State: NJ
Zip: 08724
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: ON XX/XX/2022, I TRIED TO MAKE MY ONLINE CC PAYMENT TO Victoria 's Secret CREDIT CARD WHICH IS SERVICED BY COMENITY BANK. BUT, I KEPT GETTING AN ERROR MESSAGE OF " We are currently undergoing a planned system update that has taken longer than expected. We are working to restore service as quickly as possible, and your account information will remain secure through this update. We apologize for any inconvenience caused by this disruption. '' SO I TRIED AGAIN ON XX/XX/2022, AND THE SYSTEM IS STILL DOWN. MY PAYMENT WILL BE LATE. I WANT TO MAKE SURE THIS DOES NOT AFFECT MY CREDIT SCORE, NOR SHOULD I BE CHARGED A LATE FEE.
Company Response:
State: NJ
Zip: 08724
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: Comenity bank!!! All I should have to say! Their website and phone lines have been down over a week to make payments! We can't make any payments and they are due! We are gon na be charged with a late fee!!
Company Response:
State: FL
Zip: 32566
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: Account sold or transferred to another company
Consumer Complaint: Currently have a BJ 's credit card through Comenity Bank. Been trying to log in online since XX/XX/22 and the website has been " unavailable due to a system upgrade. '' My bill is due on XX/XX/22 and I was trying to pay it since XX/XX/22. On XX/XX/22 reached out to Comenity via XXXX due to the fact that the website and now phone lines are all " unavailable. '' Received generic response that " they are working hard to correct the issue etc ... '' Stated I would " not be charged a late fee as long as I pay my bill before the next statement is generated which is XX/XX/22 '' However the company can not give a time frame to when the website will be up and running. When you call customer service it gives a generic auto response then disconnects you.There are thousands of people on social media complaining about this issue with Comenity Bank as they hold several large store credit cards. I was expecting 3 refunds on my credit card around XXXX and I can not log in to see if those were able to be posted. One refund from XXXX XXXX was for {$1300.00}, one refund was from the XXXX XXXX XXXX for {$220.00}, the third refund was also from the XXXX XXXX XXXX for {$70.00}. This " system upgrade '' has caused a major inconvenience to consumers for 6 days now. I can't use my credit card or pay my bill. I have never been late paying my bill. A " bank '' this large should not be experiencing these issues. Rumor has it they were bought by Bread Financial. I did not receive any correspondence whatsoever about my current credit card being bought out or taken over by another financial institution.
Company Response:
State: OH
Zip: 441XX
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: I have a XXXX XXXX credit card issued by Comenity Bank. I am unable to access the account through the online login. I am unable to call the number. I am unable to make a charge on the card even though the outstanding credit is sufficient. I am on vacation and this is causing a bit of a problem. I just made a payment to them through my checking account using online banking around XX/XX/XXXX and XX/XX/XXXX. Other people are posting the same problems on social media. This is unacceptable. They are saying the system is down but it appears to be something quite serious that should be publicly announced to the customers.
Company Response:
State: NJ
Zip: 088XX
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: Victorias Secret store card Multiple attempts to call in to submit a payment Trying to activate card/ create account to pay online It says info is not found and I have no plausible way of submitting a payment. Their system has been down for scheduled maintenances but we never received a notification. They are not taking payment by phone either.
Company Response:
State: CA
Zip: 93041
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Comenity Bank 's ( Bread Financial ) NFL Extra Points Credit Card 's web site has been down for over a weeks. Contacting them they say they are doing a scheduled upgrade and have now added that it is taking longer than expected. NO ADVANCE NOTICE WAS GIVEN. I get my statements via online access which I am now unable to do -- my billing DATE WENT BY LAST WEEK. They have offered to only give me my balance over phone. I usually track my balance daily and pay in full just before the statement date. I did send {$7000.00} last week but am unsure of actual balance. I suggest that that they be prohibited from reporting any balances to any credit reporting agency for the period that there is no access and 15 days later to allow opportunity to pay, and that they be prohibited from charging any finance charge for that period plus 30 days. In addition they should recognize the benefit of being more transparent with their customers!
Company Response:
State: AP
Zip: 17325
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A