Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have tried to make my payment for my comenity bank credit card for the past few days. I tried on XX/XX/22, XX/XX/22, XX/XX/22 and now today XX/XX/22 ( which is the due date ) the only response I receive is that they are undergoing a system update that is taking longer than expected. I tried to pay it online and over the phone with no success. I cant get through to talk to anyone either. I am very concerned that my payment will be considered late now and that it will effect my credit in a negative way.
Company Response:
State: UT
Zip: 847XX
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 scheduled a payment in the amount of {$170.00} on XX/XX/2022 to be debited from my account on XX/XX/2022. I have attached a screenshot of the confirmation email. Upon returning to the Comenity Wayfair site, it says my account has been closed. I called customer service number and the automated message alerted me that all phone lines are down. I have no way of confirming my scheduled payment and I am worried they will falsely report a late payment to the credit reporting bureaus.
Company Response:
State: VA
Zip: 22554
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: Im unable to access my account and none of their phone services are up for help. They have been down for a week and i need my bank statement to close on my home.
Company Response:
State: FL
Zip: 32773
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: Starting date XX/XX/XXXX - present. Comenity Bank has been down. Can not log in to access information, can not make a payment and can not get any information of when the system will be back up. The two store cards I have currently through Comenity bank that need to be paid are XXXX and lane bryant, both of which can not be paid in store. I have no options and my due date is XX/XX/XXXX. I have been hearing other consumers stating that XXXXomenity has been marking their credit reports late for the issue that has originated from Comenity. I am out of options because I pay all my bills online and even have paperless billing.
Company Response:
State: NJ
Zip: 07208
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: As of XX/XX/2022 Comenity website has been down there are no ways to access my account, my credit card is being declined for purchases and no one is answering any questions about this at customer service. My payment is due in a few days to pay my minimum balance and I'm afraid I won't be able to make a payment and get charged late fees for this.
Company Response:
State: TX
Zip: 795XX
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 website I use to pay my Ulta XXXX card has been under repairs for nearly a week now and I cant access my card to pay it off and to get ahold of customer service is near impossible
Company Response:
State: NY
Zip: 105XX
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 been attempting to make payments on my Comenity cards. I have New York & Company, Victorias Secret, Express, Ulta and BJs. The website to make payments has been down for almost a week, they wont accept payments online, called the company and get a message saying the call center is closed due to unforeseen circumstances. This is unacceptable!
Company Response:
State: NY
Zip: 11520
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 several credit cards through Comenity Bank. I always pay my cards early to avoid late fees and negative reporting that would affect my credit score. I tried paying a few card bills on XX/XX/22 when I got the message that the had undergone maintenance and I would have to call back later. I have continued to try to call everyday since then and I continue to get the same message. I even went as far to check their XXXX page on XX/XX/22 and it also show a message stating the have undergone a planned system update ( I took pictures of the message ). I do not want my credit to be messed up because they fail to have a plan in place for payments to be made timely while they make update. They do not offer the option for you to speak with someone so I follow up with other customers who pointed me here for possible help.
Company Response:
State: AL
Zip: 351XX
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 trying to pay my Ikea Projekt card bill through Comenity Bank for over a week, but their website is down and their phone lines are no longer working. Their service agents reportedly can't even access our accounts currently as it is. I'm afraid I'm going to be charged a late fee as I can't even register my account to pay or pay by phone. Their excuse is that a scheduled maintenance is taking longer than expected, but its been XXXX days now and my bill is coming due.
Company Response:
State: NY
Zip: 106XX
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 am a new Comenity Bank user due to an application for a Lane Bryant store card. After receiving my card, I have been attempting to create a new account and make a payment online for several days. My payment is due tonight. Charge of {$41.00} late fee plus interest is possible. I have not been able to reach online and telephone service ( XXXX ) gives a generic " system update '' message and hangs up. I tried calling the store, but they are not able to support this Comenity bank service or receive payment. There are no communication options.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A