Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX I attempted multiple times to get my correct current balance and pay my XXXX credit card online. The website said there was a " glitch '' and try again later. I tried to reset my password but that did not function. I called Comenity Bank, the number on the back of my credit card on both XX/XX/XXXX and XX/XX/XXXX and both days received a message that the bank was doing a planned update that was taking longer than expected and to call later, then it ended the call. My credit card is due today but the balance I have does not reflect hundreds of dollars in credits for returned merchandise. I do not want to overpay but I can't access my balance, or anyone to tell me the current balance. I should not have to pay interest and penalties when I have attempted to pay online and by phone for 2 days. I was unable to reach a live person at Comenity by phone. Although I tried for two days, their recorded message instructed me to try at a later time and then hung up.
Company Response:
State: NJ
Zip: 08037
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: Tried paying my Victorias Secret credit card yesterday, and I was unable to log into their website. Apparently they are having a planned system update, that they did not even email me about. Now Im concerned I will be charged a late fee at no fault of my own, nor do I know if they were hacked and my info is out there. Unable to get ahold of any customer service, as their phone systems are down, and they give generic responses on XXXX.
Company Response:
State: RI
Zip: 02886
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: I have several credit cards through Comenity. I've been trying to make a payment on my XXXX XXXX XXXX XXXX XXXX card but the site is not working ( more than 36 hours later ) and you can't speak with customer service online or via phone. I'm very worried about my personal banking information being compromised as well as being assessed late fees on this particular payment and others due this week. I have banking info stored with Comenity to make my payments and am really REALLY worried they've been hacked. They've repeatedly said they haven't been hacked ( on XXXX ) and that it's just a system update taking longer than expected ( others have said it's been like this for at least a week ).
Company Response:
State: MA
Zip: 02150
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 BJs Club MasterCard has been down for " Scheduled Maintenance '' for over a week now. You can not log into their website They are not being honest You can not call them If you contact them on Social Media they are giving canned responses.
Company Response:
State: VA
Zip: 24012
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: COMENITY BANK SITES ARE DOWN FOR ALL OF THEIR RETAIL CARDS- THEY HAVE OVER 100 RETAIL CARD ACCOUNTS AND MILLIONS OF ACCOUNT HOLDERS. ALL OF THEIR WEBSITES ARE DOWN- YOU CAN NOT MAKE PAYMENTS ONLINE AND YOU CAN NOT CONTACT CUSTOMER SERVICE THEY HAVE A PLANNED SYSTEM UPGRADE THAT HAS TAKEN THEM COMPLETLY OFFLINE FOR 5 DAYS NOW. THEY ARE UNRESPONSIVE AND WITHOUT EXPLANANITION FOR WHAT IS HAPPENING-FEELS LIKE AN UNDISCLOSED DATA BREACH WHILE THEY ARE TRANSFERRING THEIR FUNDING STAKE TO BREAD FINANCIAL.
Company Response:
State: NJ
Zip: XXXXX
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity bank sites have been down for 2 days. I have several store credit cards through them. You cant call either. Centers are closed. I want to make sure I am not charged any late fees or have any negative credit reportings due to their lack of communication as well as not being charged interest for the month due to the fact that I can not pay the bills and the balance and interest is accruing at no fault of my own due to their lack of planning and competence.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2022-07-18
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: You never received your bill or did not know a payment was due
Consumer Complaint: I am unable to access my account in any way to either make a payment, check the balance, or check for fraudulent activity. On XX/XX/22, I attempted to log into my account to make my monthly payment, as I do each month. However, the website would not allow me to log in, and has a notification that it is down for maintenance, and to try again. Same result following day and each day since. On XX/XX/22 ( and every day since ), I attempted to contact customer service with the phone number on back of my account, but similar response with a recording that states customer is service is down for maintenance, try again later.
Company Response:
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2022-07-18
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 a zales credit card and the bank is Comenity bank i cant make a payment and my due date for it was XX/XX/XXXX they say their systems are down and also their costumer service isnt working or answering calls. I tried different ways to pay and nothing is working. I want to make sure it wont affect my credit score and also have late fees since this isnt my fault. I tried to make my payment on time.
Company Response:
State: CO
Zip: 80104
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 is claiming to have been uodating their system. Their XXXX claiming this came a day ago but other users across their bank have been complaining for weeks. There was no warning this update was coming. They are not responding on the phone and being vague in replies on XXXX.
Company Response:
State: NY
Zip: 120XX
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: Comenity Bank Company website has been down for over a week along with the phone service. My payment is 2 days late and I'm unable to log online or even pay by phone. I've been trying to login daily for the past few days Trying to avoid getting hit with late fees and a late payment history added to credit report.
Company Response:
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A