Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX XXXX XXXX has employed a bank, Comenity Bank, which has only a website available to make payments. The website has been down for over 36 hours as of XXXX XXXX on Tuesday XXXX XX/XX/2022. https : //c.comenity.net/ac/bjs/public/home Additionally they do not answer their phone for over thirty-six hours. Consumers who have had payments due can not pay their bills. XXXX XXXX
Company Response:
State: AL
Zip: 36830
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: Hello I have a couple of promotional plans on my IDDEAL Credit Card I opened with Comenity Bank ie Bread Financial now. My first plan was a 12 month no interest - but if you don't pay it off all that interest is charged back to you. Well I am a week away from the 12 months being up and Comenity/Bread Financials will not allow customers access to their accounts. They have been down for multiple days and will only respond with super generic responses via XXXX and XXXX. No representatives will answer the phone and it says that you will not be able to access or make any changes to account including payments. So I have my 12 month promotional plan with XXXX I can't pay off and am in close proximity to the 12 months being up and I have a 60 month no interest promo that I need to set up autopay for. Very frustrating that we can't make any payments or see our accounts because of website maintenance that has taken multiple days with no access to their employees.
Company Response:
State: ND
Zip: 585XX
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: Commenity bank ( specifically for my Victoria Secret CC ) has been down for the last couple days not allowing consumers to log on and make their payments. I had to log onto XXXX to find out that they would make special exceptions for late fees and would be lenient about charging late fees for all customers not able to pay their bill on time due to a system update. I have tried calling customer service to make the payment and their customer service line is down as well. There has been no communication to consumers about the systems going completely down and I should not have had to go on to XXXX to find this out. I am reporting this incident to make sure that a late fee will not be assessed on my account and they will not be reporting my late payment to the credit bureaus as this is commenitys fault.
Company Response:
State: GA
Zip: 30329
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 an XXXX XXXX and I can not make payments or log in. Nor can anyone else. They do not answer customer service there's just a message saying they are updating their system. Since XX/XX/22 I am unable to pay or see my balance. This is a widespread issue happening for all customers. I have excellent payment and credit history and I dont want my score affected. I have never missed one single payment. They won't answer and some people on XXXX are saying they were hacked. I am worried about my information and my credit and I dont trust this company Comenity XXXX Please help.
Company Response:
State: FL
Zip: 33073
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: For the past week, I have been trying to log in to my Comenity account to make a payment. I have the Children 's Place credit card which is serviced through Comenity. There is NO way to get through to them as their website says, " 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 try to log in with my credentials, I get an error message that says, " We're sorry. A technical glitch occurred and your request could not be completed. Please try again. '' I have also tried to reach out via telephone using the number listed on their website and receive a message that states the same thing about ".. .undergoing a planned system update that is taking longer than expected... '' It then automatically hangs up the phone after the automated message and there is no way to speak to any sort of human contact or make any payment. I did a XXXX search and see that they have given the same generic automated message as an update on their XXXX, and they are not answering consumer questions regarding how they can make their payments. We are worried about not paying our accounts and being hit with late fees due to their negligent actions. There was no information passed on to consumers that there would be an update performed, and there is no information being passed on to consumers now about when to expect to be able to do anything regarding our accounts.
Company Response:
State: AZ
Zip: 85730
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 multiple credit cards with comenity bank and they have been " updating their system '' for over a week now. I am unable to do anything on my account including making any payments. I can't even log into my account without receiving an error message. My payments are coming due and I do not have a way to make them. The phone systems for comenity bank are not working and I do not have a way to mail in payments as I have e-statements.
Company Response:
State: NY
Zip: 148XX
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: Comenity bank has been down since last week. No access to online account to make payments, check balance and card is being declined. They did not inform their customer everything would be down for more than a week and can not provide an non generic answer. This seems like they were hacked or held for ransom and are not notifying their customers. This is unacceptable!
Company Response:
State: TX
Zip: 76262
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: On XX/XX/22 I was trying to make a payment of my statement of {$740.00} for my " NFL Extra Points '' Visa credit card issued by Comenity. My monthly due date is on the XXXX of each month, so a payment not made today would be considered " late ''. Not only is their online system down, but when you call and try to make a phone payment, it plays an automated message and automatically hangs up, there's no way to talk to an actual person. When you try to make a payment on the phone, it also redirects to the automated message. So between both the website being down, and no way to talk to anyone on the phone, there's no way to actually make a payment, which means it could possibly be marked as " late '' and be a negative mark on my credit reports.
Company Response:
State: PA
Zip: 19426
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: XXXX XXXX credit card is issued through Comenity Bank. They have a horrible security practice of making the account number the credit card number. This is terrible IT security. This " account '' number isn't on any statement that they send you, they assume that you will know it is the credit card number. Currently it seems all of their ( Comenity Bank ) systems are down. They had a planned website update, but users are now unable to log into accounts. They also offer a " fast pay '' service where you put in your credit card number ( aka account number ), zip code, and last four of social security number then it will let you make a payment. That is down as well. This is a great way to have built in identity theft .... I was able to log into my account yesterday, but it said that I was unable to add a bank account to make a payment due to their system upgrade. Then today, I am unable to log in. My account is currently past due, and I am trying to pay before it gets sent to a credit bureau that I am late. I called their customer support number, and it says that they are currently upgrading systems and to call back later. Then it hangs up. This is unacceptable. I have messaged XXXX through XXXX, and Comenity Bank 's XXXX page is covered with users complaining about this. Comenity Bank 's response is a boiler plate reply that they hit an issue with the upgrade and are trying to restore service.
Company Response:
State: GA
Zip: 30736
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 system is offline, call centers are closed and I can not login. I was attempting to submit a payment. Now I have a late pay on my credit because my autopay didnt go through
Company Response:
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A