Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been trying to pay my credit card statement for my XXXX account through commenity but the website has been down for a week. Card is also being declined, and call center hs been shut down
Company Response:
State: TN
Zip: 37931
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 received notification that my XXXX XXXXXXXX XXXX XXXX XXXX XXXX was acquired by Comenity Capital Bank effective XX/XX/2022. I previously established automatic payments that were then voided, yet I never received a new card from Comenity, nor did I receive any subsequent email notifications about account setup or payment due. I was only made aware from a credit report alert about them reporting a delinquent payment. I immediately tried to manually find and create or log into the Comenity website, but it's been down for extended period of time. I am not able to reset a password, register for access and I am not able to make a payment over the phone despite repeated attempts. They should not be allowed to report delinquent accounts to credit bureau 's while also preventing active account holders to make a payment. I believe there has been a security breach that they may not be reporting. On XX/XX/XXXX, I got an email from XXXX XXXX XXXX XXXX card referencing an account ending in 4 numbers that do not match my credit card. I then received communication XX/XX/XXXX with the correct account ending numbers. There's an inconsistent experience when attempting to call in to make a payment. Once I did get through and the automated system indicated they are only accepting debit card payments, which seems unusual as well.
Company Response:
State: VA
Zip: 20165
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: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been unable to access any accounts linked with Comenity Bank for five days, and therefore, am unable to view my statements and make payments as necessary. There has been no solid information from the company on their social media platforms regarding the continued outages and it seems as if there is more going on than scheduled maintenance, but the company refuses to admit as such. Even Comenity 's XXXX is unavailable. I have also tried calling their offices to schedule payment, but their phone lines are not operating, and therefore, I am completely unable to contact someone. This could very well lead to late payment charges, an increase in interest, incorrect reporting on my credit report, etc. This is unacceptable and is more than a simple inconvenience ; an inconvenience would be the website being down for an hour or two longer than expected, not for five plus days. The blatant disregard for customers and access to their accounts is disheartening from Comenity, especially when they refuse to give straightforward answers to anyone.
Company Response:
State: OH
Zip: 431XX
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 with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have a Comenity Ann Taylor XXXX XXXX XXXX that I have only used at an Ann Taylor/XXXX store or, on line. XXXX of 2021 several charges began appearing from a company called XXXX XXXX which according to their web site is a supplement and diet company. There were also charges for XXXX and a gym membership in XXXX and I live in XXXX. The company reversed all the charges and opened a new account for me. Then they transferred the fraudulent charges from XXXX XXXX to my new account. I began another campaign to have them remove the charges as I did not make them. I was told to call the phone number, which I had already done and the phone number is NOT A WORKING NUMBER. They gave me an email address which goes nowhere to have the subscription I initiated stopped and to get a credit from them. A. I did not at any time subscribe to this company ; and, B. Comenity is the one who won't investigate the fraudulent charges. I was then told I had been given 3 chances to prove that I did not make these charges and since they won't accept my pleadings, they are done. Since Comenity is in Ohio I reached out to the fraud department through the Ohio Attorney General and they directed me to this office. I have the statements and a recap of what I have sent to them to support my claim. I have been told by them that it is my responsibility to have this rectified with a company who has not working phone number and who does not respond to emails.
Company Response:
State: LA
Zip: 70005
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 not been able to access Comenity ( my BJs credit card ) since Thursday of last week. I check my credit card regularly, making sure payments are applied correctly, that there are no charges applied that I did not make, that there are no unwarranted fees, etc. However, the website has been down for a minimum of 6 days. Every time I try to access it, I get a message about scheduled maintenance. I have searched on their XXXX page for answers and to see if I am the only one having this problem and have realized that hundreds ( potentially thousands ) of people are having the same issue. At the time of this report, there were over XXXX comments with the only response from Comenity being an automated response. Shockingly, there is an indication that this issue will not be resolved prior to XX/XX/XXXX. If that is accurate, the system will have been down for over 10 days. I have automatic payments that are scheduled to be made from this account and I dont know if theyre going to be on time now. My payment for this account is due soon and I have no way of paying it. I do not want to incur any charges or have my exceptional credit rating impacted by this problem. Please help.
Company Response:
State: NY
Zip: 128XX
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: The Comenity Bank/Comenity Financial Services website has been down now for over a week and nobody can log in and make a payment on their account ( s )- they have several stores in their company, of which I have ( XXXX ) store cards that are due on XX/XX/22, however, I am unable to log in. The same message appears that their site is down. It has been this way for over a week now, and now they are not even answering their phones. Their XXXX page ( XXXX XXXX XXXX ) is loaded with angry consumers, most of which are coming here to file a complaint. I just want to get my complaint on record in case they try to charge me late fees or any other wrongful fees due to not being able to access their site and pay my bill.
Company Response:
State: AL
Zip: 359XX
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: The card, which is paid in full monthly and has XXXX balance, was declined without explanation by an online vendor. When attempting to log on to the website, I received a generic message that a " technical glitch '' had occurred. Repeated attempts later in the day generated the same message or a message that a " scheduled update '' was taking " longer than expected '' and that all my information was " secure ''. When calling the customer service phone line I received a recorded message with the same narrative. This has gone on for over 8 hours ; I see from online posts that it may have been going on for days. At this point, this company with my sensitive financial information is completely opaque. I have no way of using the card or of checking any activity on the card or of talking to any actual representative of the company or of simply canceling the card. I've received no information via email from the company.
Company Response:
State: SC
Zip: 29414
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 Banks system is completely down. I have been unable to access my accounts to view charges or make payments. The system does not allow me to log in using my log in details. I have several credit card accounts with Comenity Bank and all of them are not accessible. They have provided a generic prerecorded message when I call they have a system outage that has lasted longer than expected. They also have a similar message on their XXXX feed. I do not know my balance, nor can I see my recent charges and I am unable to make a payment.
Company Response:
State: TX
Zip: 77494
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 continuously tried to pay my bill online and by phone. The website statement that pops up is We're sorry. A technical glitch occurred and your request could not be completed. Please try again. When you call there is a recording and then hangs up - there is no options to even speak to an operator.
Company Response:
State: NJ
Zip: 07052
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 the card
Subissue: Trouble getting information about the card
Consumer Complaint: I got a XXXX XXXX credit card not too long ago and I set up auto pay, so any time I have a balance it automatically pays it, and I noticed it hasnt been charging it. It was supposed to automatically pay it XX/XX/XXXX and it never did, Im also supposed to receive an email 10 days before it automatically charges and I never did. I received an email XX/XX/XXXX and it showed my balance not being paid which didnt make sense because it shouldve already automatically paid it and I couldnt get in my account. And about a week ago I tried to login and it wouldnt work and it said to do same day payment but when I tried it said I dont have a checking account connected, which I know for a fact connected my account and have proof of an email confirming it successfully connected, and it said no account information can be updated or account info accessed. Ive been trying to login since then and now its completely inaccessible. My payment is due XX/XX/XXXX and Im really stressed out because and I tried calling customer service and it says the offices are shut down and no one will answer and it automatically hangs up. I dont want my credit score to be penalized because of this. Ive never missed a payment in my life. And I got a {$35.00} credit award from XXXX because I spent {$900.00} at other stores within the first few months and now that credit is no longer showing in my XXXX app and I contacted them and they tell me to contact the credit card company who is impossible to get in contact with.
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