Date Received: 2022-06-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: The last purchase that I made with my XXXX account has caused nothing but problems with my account. My payment information has been the same into my account since I had the card, however since the last purchase in XX/XX/2021. I made a payment and XXXXComenity Bank XXXXted that the payment was returned. When I checked with my bank they do not have a record that the payment was returned, when I make an attempt to add the account it states that the account information already exists. As of right now when I try to log into the website to obtain the correct payment dates it states " We're Sorry. A technical glitch occurred and your request could not be completed. Please try again. The first time they stated that payment was returned they waived the late fee, I made the payment and the next month 's payment. I then made a {$140.00} payment using the information that has always been in my account. I never received another statement and when I received a phone call from XXXX I checked my account and payment never cleared, and my bank did not have a record of a returned payment. Again this seems like it was an XXXX issue. They denied waiving another late fee and interest, and on yesterday what really caused me to file this complaint is they reported my account delinquent with the credit bureau. I demand that they reimburse for me for the interest and fees, and correct my credit report and I will never use this card again in my life. They can't say my account number was incorrect, because trying to input it again, it stated the account is a duplicate, and for the final payment to just pay the balance off in full I had to use my wife 's account in order to ensure there wasn't any issues. This went through as pending just the very next day. XXXX believes that all of their customers is making up lies, I paid all of my bills on time, and they need to look into their system. After the collections call before I made the final payment, it took forever to get to their web page, as it came up that they were bread financial I could not get into that site, and ironically I can't get in today. I have printed documents. Please scroll to the bottom on the bread financial. It is documented that there is an issue when someone tries to get into their account. If my password or anything else was incorrect, the error message would say that.
Company Response:
State: NC
Zip: 28214
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: Hello so this doesnt really apply to me yet but a major issue numerous people are having is paying their bills with comenity bank because they are still doing a system update that has been going on for days now and its already causing problems with customers when their credit card payments are due usually companies offer you an alternative to pay your bill online or automated system the automated system sends you to a recording and then hangs up its very unacceptable because as soon as your credit card payment is late you get a negative mark on your credit report this is not fair to customers my credit card payment isnt due yet but Im making this complaint for other comenity bank members because Im sure some of them are having problems and comenity hasnt contacted w tone regarding this problem or what are they going to be doing for customers
Company Response:
State: NY
Zip: 127XX
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: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: in XXXX XXXX 2022 I placed a call to the company in regards to my special 1 year free interest rate offer soon to be expiring. I wanted to pay my balance off of my credit card and close the credit card. I was told by the customer service rep that they would not charge me interest rate as long as I planned on closing the credit card. My XXXX girlfriend ( XXXX XXXX BOTH have a credit card with the company and we both were told that they would NOT charge the accounts. In XXXX or XX/XX/2022 I placed a phone call to the credit card company in regards to why the interest was charged to our accounts despite being told that they would NOT charge us. They charged us XXXX XXXX {$1300.00} i can not see the total amount as the website is down. I have called the company several times, made a few large payments, i want a call back from the manager ASAP.
Company Response:
State: WI
Zip: 53172
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have XXXX credit cards through Comenity bank, one from Ulta and one from XXXX. Their website has been undergoing routine maintenance for almost 5 days now. Making it impossible to pay bills or do anything whatsoever with their cards. Their phone lines are also down. If my payment ends up being late, I do not want to be penalized or have my credit score negatively affected.
Company Response:
State: MD
Zip: 210XX
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: Unable to access account to pay balance! Can not reach card issuer through customer service number at any time of day! No communication from Comenity Capital Bank at all! My major concern is being charged late fees because I can not pay my bill!
Company Response:
State: FL
Zip: 33351
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 need to pay my credit card but Comenity banks website is down so I can't login or pay off my card. They shut down their phone lines/ services so when you try to call, there's no one there. The website has been down since XX/XX/XXXX. I'm worried that by not being able to login and pay that my bill will go up and my credit score will go down
Company Response:
State: HI
Zip: 96797
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: Other problem
Consumer Complaint: Comenity Bank website and customer service not a available for a week. Unable to retrieve account info or make a payment that is now past due.
Company Response:
State: NY
Zip: 14086
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 make a payment with Comenity for my Lane Bryant Store Card for 3 days now. They have claimed they are undergoing a planned system update. This has been going on for almost a week. I can not submit a payment online nor can I get anyone on the phone to pay the bill via the phone. My bill was due today XX/XX/2022 and I utilized multiple channels to attempt to make a payment. I am worried that I will be hit with both late and/or interest fees. The company should be proactive in alerting customers via email that something is going on and take action to calm the nerves that everything will be rectified and their customers will not be charged with fees.
Company Response:
State: NJ
Zip: 07726
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: This is a general complaint at this point. Comenity systems have been down for a week for a " scheduled maintenance '' that is " taking longer than usual '' according to all of their social media channels. Customers can no longer use any Comenity cards for purchases, access online services, contact customer service via telephone, contact customer service via social media, or make payments. Even scheduled auto-payments are not processing and individuals are being assessed interest and late fees and some are receiving derogatories on their credit reports. I possess more than XXXX Comenity card. I have an auto-payment that will trigger for my XXXX XXXX XXXX XX/XX/22 that will not process according to comments from other customers on XXXX and XXXX and I will be assessed both interest and late fees because of Comenity 's negligence. I also have a credit card reward that has now mysteriously disappeared during the " update. '' This needs to be investigated. A system update never takes this long and all of their various customer service phone lines are closed, eliminating person-to-person assistance. Have they been breached? Why are phone lines closed? Why are they refusing to provide an estimated date of completion? Why is all online account access blocked? Why are auto-payments not processing and yet accounts are being assessed fees and credit bureaus being contacted? Why can customers not use any of their credit cards?
Company Response:
State: OK
Zip: 73071
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have had a Sony Visa credit card for years. Comenity Bank is the current holder of my account ( since it's been sold at least 3 times now because I always pay the balance in full and nobody makes any money from me ), and it now sounds like Bread Financial has either taken over my account, or has purchased Comenity Bank. In any case, I tried to make a purchase on XXXX, like I've done hundreds of times, but XXXX said the purchase was declined. When I go to the Comenity web site, there is a banner across the top of the page stating " 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. '' When I attempt to log in to my account, I get an error stating " We're sorry. A technical glitch occurred and your request could not be completed. Please try again. '' I have also tried calling the phone number on the back of my credit card, and there's only a recording with a similar message telling me to call back later. I tried researching this problem online and it sounds like Comenity customers have been having these issues since XXXX XXXX, 2022 ( 5 days now ). At this point, I can't use my credit card and I have no idea when/if I will be able to use it again.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A