Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I paid my Comenity Mastercard BJ 's bill on XX/XX/26 over the phone for the amount due and the payment has still not posted to my account. I keep calling the number on the card and just get a recording that says their system is down. I do not want this negativity impacting my credit score because I have worked so hard to get to an excellent credit score. I also noticed that this same credit card charged me a {$30.00} late fee for my last payment when it was received on the day due. I also tried accessing the website and get a banner across the top stating their system is down due to a system upgrade.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-07-13
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 a Caesars Credit card through Comenity. I have been trying to get access to my account for a week now and can not. The company is " undergoing maintenace '' and does not allow access to the online portal. I also was calling daily for information and nothing could be given over the phone as well and cant even make payments. Now when I call the service has been turned off " due to unforseen circumstances. I do see hundreds and hundreds of people dealing with this also. Its a nightmare working with this company. I have been in retail for over 20 years and never dealt with such horrible customer service and to not get an email or phone call before this is just wrong. I feel the company is being decietful. Regards XXXX XXXX
Company Response:
State: NC
Zip: 28658
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 has been undergoing a scheduled maintenance for a few days and customers can not access their accounts to make payments. There is not an option to speak with a representative to pay over the phone. I do not want to incur a late fee because of this.
Company Response:
State: NJ
Zip: 08619
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: For about 4 or 5 days, I and other Comenity Bank consumers have not been able to use our credit cards, access our accounts or even communicate with any representatives due to some unannounced system update that has been going on for days. I wouldn't have known this was occurring if I have not tried to sign in a couple of days ago and checked on XXXX. Their XXXX feed is the only way to communicate with them and they are not providing any info. We are under the impression that they may have been hacked and they are not informing their customers.
Company Response:
State: NY
Zip: 10024
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: Problem with customer service
Consumer Complaint: On XX/XX/2022 I went to check my statement on my XXXX XXXX XXXX, which is through Comenity Bank or Bread Financial. There was an error stating that they were delayed with scheduled maintenance and the online site should be back soon. I was able to make a payment that day, but it hasn't posted in my account statement from the account I paid it from. I went to check my statement again as my payment is due on XX/XX/2022. I wanted to schedule my payment and needed to check my statement to figure out how much to pay. The website is still down, and it wouldn't even allow me to log in like it did on Sunday. I have tried reaching out to customer service and their phone lines are off. Comenity is responding on social media just saying that regular maintenance is taking longer, but they never warned us that there would BE any maintenance. I bank with XXXX and XXXX XXXX as well and there's always notice before they do anything that would limit access to accounts. Cards are being declined, payments aren't being processed, customer service isn't even available ( which is the alternative for payments ), and the social media presence is repeating the same thing. I am worried that their security was breached and my safety and information is at risk. My job also measures my performance based on how many of these credit cards that I sign people up for, but I am not comfortable offering a service that is unsafe and unreliable. As of XXXX minutes ago, the service is still down and there is no way to make payments. Comenity states that they will waive late fees if your payment is due today XX/XX/2022 with the cut off for waiving fees being XX/XX/2022. With how long it has been since their services have been completely inaccessible, there is no guarantee that anyone will be able to access their accounts by then. This is despicable on their part, and there should be some consequences.
Company Response:
State: IN
Zip: 46077
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 for commenity bank. I have a 0 % interest loan that needed to be paid by XX/XX/2022 to not incur back interest. Im unable to pay and can not reach the company. The back interest will probably come to XXXX dollars and should not have to be paid since I went to payoff the correct amount at the correct time and was not able to.
Company Response:
State: CA
Zip: 95842
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: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I had to do a debt relief package and Commenity Bank XXXX XXXX Credit Card has refused to work with the agency. I can not obviously pay, otherwise, I would have by now. They are calling me and texting relentlessly. They have now taken to calling my ex-husband who does not even live in the same state and we have not been married since 2012.
Company Response:
State: AL
Zip: 35216
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, On XXXX I attempted to log onto my Comentiy Bank XXXX Credit Card account to make my payment due on XXXX. A message on the website indicated that there was a system update and we would be unable to access our accounts. No advanced notice of this outage was provided. As the day progressed the message was updated to : " 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. '' As of XXXX I am still unable to access my account online and make a payment. To attempt to remedy this I called the customer service number provided and an automated message said that because of the system update they could not access or make changes to any accounts. As a consumer I am extremely concerned that they will try to hold me liable for late fees/charges because I am unable to pay or access my account. I would like to reiterate I have never missed a payment and would have happily paid prior to the due date had the bank informed us of this service interruption.
Company Response:
State: IL
Zip: 60462
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: Unable to access account online to make a payment - website down for days. Tried making a payment via telephone and when you call the number, get a message that say " due to unforeseen circumstances we are closed '' and then you get disconnected. Payment was due XX/XX/2022 and I have been trying to make payment since the XXXX to no avail. I am concerned that if and when they get up and running late charges and interest will apply. I ALWAYS pay my balances- not just minimum, so I never have interest charged.
Company Response:
State: FL
Zip: XXXXX
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've been unable to make a payment on my Comenity Victoria 's Secret credit card. The system will not allow me to login, I've tried to call and the message says that they are working to fix the issues. Meanwhile, I am not able to pay my credit card bill and I do not want it to reflect on my credit report.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A