Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity XXXX site and phone has been down for the last 5 days. I have been trying to make a payment and call and there is no way to contact them. Hundreds of people are trying to make payments and can not. Dont want to be charged a late fee. They have a automatic message on the phone and on their site that says their planned maintenance is taking longer than they expected.
Company Response:
State: MT
Zip: 59602
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: Problem with customer service
Consumer Complaint: I have a credit card with Comenity Bank, and they apparently have some " system outage '' for almost a week now. You can't get through to customer service. You can't log in online. You can't make a payment. NOTHING. There is zero information posted anywhere other than it's taking longer than normal. I've read socials, and hundreds of other customers have had the same issue. If I get charged a late Fee, someone else better be paying it.
Company Response:
State: FL
Zip: 334XX
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: You never received your bill or did not know a payment was due
Consumer Complaint: My 2 store credit cards ( Express, Victoria 's Secret ) through Comenity have been inaccessible for almost 1 solid week now. When you go to their websites, you are unable to log in to view ANYTHING or make a payment. Nothing, absolutely nothing. If you call, their recordings say they can't do anything/closed/unable to assist/etc. I have balances on both cards. But I don't know WHAT those balances are and have no way to make payments. My due dates are XX/XX/XXXX. When you reach out to them on social media for assistance, they say they're in a scheduled maintenance period and sorry for the inconvenience. They did not notify ANYONE of this so-called scheduled maintenance. NO ONE. And when you ask when it will be back, they don't give you any info. If you ask if they will be waiving late fees, etc, they don't answer. I have seen others say Comenity has reported them to the credit bureau for overdue payments during this. This is unacceptable, unprofessional, and WRONG. I have a beautiful credit score and history that is going to get violated because of this. I just want answers from them! I want to know when I will have access again! They're lying and hiding information. I am so stressed out! A WEEK!!!!!
Company Response:
State: NJ
Zip: 08721
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 been trying for several days to log in to the Comenity website to pay my Credit Card bill. Their site will not let me log in. This is a wide spread problem, there are many customers that can not log in either. Our credit cards are being declined as well. If you attempt to call customer service, it will not go through.
Company Response:
State: DE
Zip: 19711
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 tried for several days to make my payment online and the website has been down. I have also tried to reach them by phone and the phone line is not accepting calls. It states they are doing a planned system update and it is taking longer than planned. My payment is due on the XXXX of the month and I am concerned this will have a negative impact on my credit. I was never notified that the system would be down so that I could make other arrangements to make sure my payment was received prior to any system update.
Company Response:
State: FL
Zip: 32073
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: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Bread Financial ( formerly Comenity Bank ) online bank services have been inaccessible to everyone for over a week straight now ( XX/XX/22 - XX/XX/22 ). I, along with others, have been unable to view any charges and transactions history in any of my credit cards that I have with this banking institution. This appears to be in violation of the terms of their services to their consumers. I am also unable to make payments on any of those credit cards. This will hurt my credit. The bank has stated that they are " currently undergoing a planned system update that has taken longer than expected. '' However, they did not announce this update to its users and are not being transparent about what is taking place. I am the one who has to has to suffer and potentially incur fees and penalties for their mistakes.
Company Response:
State: NJ
Zip: 08094
Submitted Via: Web
Date Sent: 2022-07-12
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: My Comenity Ulta Rewards credit card was declined on Sunday night. I was not able to log into my account due to a glitch. It was declined again on Monday. I called but was unable to reach a representative because of the office being closed. A message about routine maintenance taking longer than usual appeared online but was not there originally. As of Tuesday morning, I still can not access my account and my card is still being declined.
Company Response:
State: NJ
Zip: 070XX
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 been attempting to contact Comenity by phone and online since Friday, XX/XX/XXXX. The websites for both credit cards I have accounts with through Comenity are down. The sites claim that upgrades are being made and glitches in the system prevent login. When attempting to call my phone, every single phone number provided by the company plays a recording stating that the offices are closed and that no available agents can assist or access account information. I am concerned that Ill be facing penalties for Late payments as I have no way of contacting the institution to submit a payment. I have attempted to contact Bread XXXX which has taken over Comenity Bank and was told that they can not assist.
Company Response:
State: MA
Zip: 02124
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: My XXXX XXXX XXXX was due XX/XX/22. I cant pay online because Comenitys site has been down for over a week now on Friday XX/XX/22 I was able to set up a payment plan in the automated system but, they still reported my payment as 30 days past due to credit reporting agencies which made my credit score drop. Im unable to reach them by phone now so they can correct this. My XXXX XXXX card payment is due today as well and they are managed by Comenity as well so that site is down too and I cant reach anyone by phone so I fear I will have the same outcome
Company Response:
State: AL
Zip: 350XX
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: This concerns Comenity Bank where I have two store credit cards : XXXX and XXXX. They claim theyve been redesigning their website for over over a week now. The redesign started in XX/XX/XXXX and as of writing this on XX/XX/XXXX you can not access the account at all. They have a statement on the sites that says the redesign is taking longer than anticipated etc. However, when you try to call customer service to check a/c status, make payment etc no one is answering the phone and a prerecorded message about website issues. No one seems to be saying when this going to be resolved well be hit with late fees and now many people are reporting that their accounts that were in good standing - like mine- their cars are now being declined. All were asking for is some transparency and the the truth as to what exactly the issue is.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A