Date Received: 2022-06-28
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I purchased shoes from XXXX XXXX XXXX XXXX in XXXX via online. 3 out of the 4 pairs did not fit. I went to the store to return them on XX/XX/2022. Instead of refunding my XXXXXXXX XXXX XXXX XXXX XXXX ( which was what I purchased it on. ), it was refunded on my XXXX card. I'm not sure how that happened because I gave the cashier the packing slip. However, I did received a refund of XXXX. When my bill came in, I only paid for the 1 pair of shoes I kept. My XXXX bill still did not show a credit ( obviously ) so when I called, I only asked that the shoes be removed. They can see that I already received a credit and I already paid for the shoes I got. However, the company XXXX Comenity Bank ) could/would not just remove the charge. I do not want to pay for items I've already returned. One associate told me to issue a dispute. When I tried, Comenity 's site went down for " routine maintenance '' and has been down for the last week. You can not call or access the website. How is this good customer service?
Company Response:
State: NJ
Zip: 08757
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 two cards that were due for payment yesterday XX/XX/22 and I was not able to log into my account I attempted several times throughout the day and was not able to log into my account, this is the message it was giving me Were sorry. A technical glitch has occurred and your request can not be completed. Please try again later, which I did and still nothing. I have called several times and there is no one available to answer calls. I do not want to be charged a late fee as this is something that is out of my control. Please let me know what I can do to resolve this issue. Thank you!
Company Response:
State: CT
Zip: 06040
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: For days I have been trying to pay my Comenity Bank Zales credit card bill. Their websiye states that they are updating but it hasnt worked in almost a week. I tried calling to make my payment and they state that they are closed and I am unable to make a payment over the phone. I am concerned that I will receive an Over 30 on my credit report.
Company Response:
State: FL
Zip: 336XX
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 use a visa credit card I signed up with through XXXX XXXX Rewards and Im only allowed to make payments online through then with Comenity Bank/Bread XXXX XXXX Their website has been down since I wanted to make a payment on Friday XX/XX/22 and theres a notice about a system wide update and was told by them that theyd have things up and running on Monday XX/XX/22 but it just says the maintenance is taking longer. I tried calling their customer service number multiple times to try and make a payment and was told due to unforeseen circumstances, our offices are closed. I cant even get a hold of a representative. Ive gone to their official XXXX page and all they keep saying is that maintenance is taking longer and so many customers have said its been down for longer and that no one is able to make payments, not even pre-scheduled payments. Ive kept trying and havent had any luck to be able to just pay my balance. This is getting ridiculous and I dont want to be charged for late fees! They havent even been telling anyone what will happen since they havent been able to make a payment. This is ridiculous and making me and many customers anxious!
Company Response:
State: CA
Zip: 95363
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: The BJs Mastercard Commenity website and phone lines have been down for over a week. The monthly automated payment did not deduct from my checking account. I can not see my balance and there is no one answering phones on several occasions this week ( there is even no option to reach them if you want to repost your card lost ). There is no way to see transactions to ensure no unauthorized transactions have been made. No time estimate is given to this supposed system maintenance and no guarantee fees will not be assessed even though there was an attempt at a payment.
Company Response:
State: PA
Zip: 190XX
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: Privacy issues
Consumer Complaint: Comenity Bank has been " performing scheduled maintenance '' for over a week without allowing me access to my account. When I call they say the office is closed and hang up. When I try to contact them via " secure message '' on their website it redirects me to log in to send the message and guess what? Since they are having maintenance, it won't let me log in to even message them. I do not feel comfortable having an open credit line with a company that conducts itself in this way. I do not feel that my information is safe and have zero idea what is going on with my own account since I have no access. I have requested my account be closed via their XXXX page as this is the only way to get a message to them.
Company Response:
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have several credit cards with Comenity Bank, XXXX XXXX, Sony, XXXX XXXX is my due date and is imposible to make the payment, I have been trying to get online to pay my bill that was due today. Site down all day long. it's been down for days with no communication. So I have no way to make my payments, customer service number says " due to unforseen circumstances our offices are temporarily closed. ''
Company Response:
State: NJ
Zip: 07960
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: The Comenity sites, call centers and easy pay access are not working since XXXX XXXX. I have tried every possible way to make a payment to no avail. They have a generic response on XXXX starting that their scheduled maintenance is taking longer than expected. I fear that this will result in a late payment by no fault of my own. There is no information available and no clear response. I am not the only one, XXXX feeds are full of other customers who are experiencing the exact same issue.
Company Response:
State: NJ
Zip: 080XX
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 trying to log into my account and call Comenity Bank to pay my bill for several days. Can't contact them at alI ( phones ine, went on XXXX to contact someone about the general issue I have been having, so many others having the same issue. If I can not pay my bill, I should not have to pay any late fees. Thank you for your time. XXXX
Company Response:
State: NY
Zip: 14217
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: 2022-06-29
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I have 2credit cards that i enrolled in XXXX XXXX an extra safe back up if I was having difficulty making payments on my cards. I paided an additional monthly fee on the cards for this feature. I attempted to contact XXXX or XXXX and credit cards about my issue no one will help me and I can not get in touch with any one at XXXX. the credit cards are with XXXX and Victoria secrete and are both managed by Comenity. my cards are now in default and reported on my credit report.
Company Response:
State: OR
Zip: 97756
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A