Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: " SYSTEM MAINTENANCE '' COMENITY CLAIMS and I am unable to pay my account, view balance owed, make additional unscheduled, can not view to determine if scheduled payments were actually processed and I just want to close this account. I feel this is fraudulent activity and we're unable to even speak to a customer service representative.
Company Response:
State: NY
Zip: 133XX
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: I have a XXXX XXXX XXXX through Comenity Capital Bank, which is part of Bread Financial. Their website is inaccessible, supposedly due to a system update. I called and the recording said no phone representatives were available to access accounts, also due to a system update. With the website and phone down they've left no avenue at all to make a payment. There is also no end date or time listed for the end of the update or estimate about when they are going to be back online. They have supposedly been updating the system for about a week, but this is highly unusual. I am the lead XXXX XXXX for my company and have led different types of systems updates at my current company and in previous experiences. This is not what an update should look like. Additionally, even if their tech stack were down, that should not impact the ability for costumer representatives to take down account numbers and respective concerns in a temporary note taking app when people 's financial health is on the line.
Company Response:
State: CA
Zip: 94703
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 a Comenity Capital account via XXXX & XXXX and my monthly payments are made automatically, but I occasionally make an extra payment. I have been trying to log in to make one of those extra payments for about a week, but can not access the site. I get an error message saying there is a glitch on their site, but it has been that way for at least a week. Occasionally I can get to a second screen, but that message is even worse because it says that my personal bank account is not linked to the Comenity account. Either that message is wrong or Comenity has severed the link themselves because I have been making automatic payments from that account for months. I am concerned because I can't make extra payments when I want to, because my regular payments may not be made in the future, and because this could all impact my credit score for reasons beyond my control.
Company Response:
State: AZ
Zip: 85018
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: My Comenity Lane Bryant credit card payment was due XX/XX/XXXX and I attempted to log onto their system at least once every couple of day since XX/XX/XXXX unsuccessfully. The system/company is indicating system updates and to try again, which I did - both online and by calling. I called the retail branch XX/XX/XXXX and they can't take a payment t and refer me to Comenity. I am worried about late fees and penalties, but also the affect on my credit score.
Company Response:
State: NH
Zip: 032XX
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 involves Comenity bank & their Sony XXXX XXXX XXXX XXXX I have a payment due & they have stated they are undergoing planned system maintenance & it's taking longer than expected. I went to pay my bill on Friday XX/XX/22, it wasn't up. Then on Saturday XX/XX/22, Monday XX/XX/22 & now today XX/XX/22. I am unable to even make a XXXX time payment either on the web or even by phone. You can't reach anyone in customer service via phone or email. They also didn't even let consumers know they were doing a system update. Please review their XXXXXXXX XXXX XXXX XXXX & you can see they keep saying the same message without giving anyone actual information. Issues : XXXX ) not communicating PROACTIVELY about a system update XXXX ) not allowing anyone to make a payment of any kind, either XXXX time or via phone XXXX ) finally stating TODAY ( XX/XX/22 ) there won't be late fees, but not disclosing about reporting late payments to credit bureaus. XXXX ) even though XXXX message said no late fees, there are varying messages saying the " grace period '' - XXXX said until next statement date, but a newer message stated XX/XX/XXXX, which is FRIDAY! System has already been down for XXXX full days. This is perceived as a money-making scheme at the consumer 's expense, by trying to get late fees AND being able to increase interest rates on late payment customer 's accounts. No direct communication & until something is in writing, many consumers are resting uneasy.
Company Response:
State: MI
Zip: 481XX
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: I have a XXXXXXXX XXXX XXXX XXXXXXXX through Comenity Bank. For several days I have tried to access my account online and their site is down. The banner on the top of the page says they are sorry for the inconvenience and that this is a planned system update. Further, you can not in any way reach them by phone. When you call the customer service number, you are ultimately disconnected. I have looked online and hundreds, if not thousands, of Comenity customers are going through this same thing. You can not access your account online, they do not answer their phones and you can not make a payment. If you try to use your card, all charges are declined. A system update that takes over a week?? Completely unacceptable, and I fully believe there is something else going on here that is not being disclosed. Whether that is a buyout or they have been hacked, who knows.
Company Response:
State: CA
Zip: 92116
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 website hasn't be up for a XXXX XXXX XXXX holders cant access accounts, make payments to store cards COmenity Bank finances or the COmentiy Bank XXXX XXXX XXXX XXXX cards being declined, accounts being closed, on-line accounts being locked out, XXXX XXXX XXXX replies range between XXXX different automated answers like BOTS are sending them, their customer service number isn't being answered, etc. Examples of the generic responses are : 1. " We are currently undergoing a planned system update that has taken longer than expected. If you are trying to contact us online or by phone, 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. '' 2. " Thank you for your feedback. Knowing what matters to you is how we can improve in the future. We are performing a scheduled system update, that has taken longer than expected. Were temporarily unable to see account information and help with certain needs. '' XXXX " Your information is always secured with rigorous protections, including now while we conduct this planned work. We're sorry for the inconvenience and know this might be frustrating. We are working around the clock to complete these updates, as soon as possible. '' There's no news about this anywhere and customers were not informed about this supposed " system maintenance update ''. There are thousands of us. CHeck XXXX XXXX XXXX
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: New information. notice i claim harm by way of trespass and i a man privacy rights. YOU BROKE THE LAW my rights these are my rights i am a man i know my rights my rights are if you do any wrong if you trespass by way of extortion in any way if you harm i or goes in care of i or the property of i if any harm to property or any undue exercise of power if you did that i will hold you accountable because i know my rights and i know how to express my rights and my law and i will file a claim on you and i will press my claim. pursuant to 15 USC 1681 ( 4 ) XXXX XXXX you fail to comply with law, i a man did not consent to or authorize XXXX XXXX a man or woman to sell or transfer my personal and private financial information or data to ANY corporation or organization or affiliates. XXXX XXXX a man or a woman fail to provide or produce material documents or law to support his or her statement. See exhibit A Notice, it is a fact, claimant is aware, pursuant to 15 U.S. Code 6801 ( a ) i a man, has the right to privacy and the right to know where and how to direct the disclosure of my nonpublic information, please be aware that this option was not presented to i a man which is a violation of law. pursuant to 15 USC 1692b ( 2 ) i a man did not consent to or authorize XXXX XXXX or COMENITY BANK to furnish i a man personal or private financial information any unlawful or extortion or any undue exercise of power identified will result in a claim against you in federal court for violating i a man rights. i a man is demanding that XXXX XXXX delete or remove ALL three ( 3 ) accounts listed below from my consumer report. if XXXX XXXX fail to comply with the law will result in a claim file against you for failure to comply with law. accounts removed or deleted from my consumer report. see below account ending in ( XXXX ) account ending in ( XXXX ) account ending in XXXX, previously ending in XXXX Civil liability Notice, it is a fact, claimant is aware, negligence is neglecting requirements that should be known. i a man the claimant and consumer, made XXXX XXXX a man or a woman aware of, prior and continued failures of reasonable procedures as seen in Exhibit ( A ). i a man claimant has reason to believe and do so believes due to XXXX XXXX and COMENITY BANK unlawful or deceptive business practices, XXXX XXXX a man or woman actions are liable under 15 U.S. Code 1681o for the actual injuries caused to i a man, the consumer in fact. regards, i a man
Company Response:
State: FL
Zip: 33068
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Comenity bank has been out of service for 5-6 days. Cards are declining, payments cant be made, nobody is answering the customer service lines. The only responses Ive seen is on twitter from some small @ askcomenity account that is just giving robot responses. Saying this is planned maintenance. Ive never had a bank or cc company do plannedmaintenance with no announcement of it before hand and for a week straight and no end in sight. Usually happens in a few hours over night. And to shut down customer service lines during this is just insane. Somebody needs held accountable.
Company Response:
State: OH
Zip: 44511
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: You never received your bill or did not know a payment was due
Consumer Complaint: I purchased clothing XXXX XXXX and applied & received credit card. I was told I would receive statement in the mail. I called in early XXXX and was told statement would be mailed XXXX. The person I spoke to had no info for me nor were they able to give me info regarding my payment balance due. I waited an extra week assuming it would arrive. To date I have not received a statement either by email, text or USPS. I began contacting Ann Taylor XXXX XXXX Comenity Bank on XX/XX/27 & XXXX I have used their chat, emailed, text, called every number I can find, and am getting the run around. Only Comenity Bank can help me XXXX told. Everything I try refers me back to Comenity Bank. I went to their website to set up payment & because system is down, it wont allow me to. The banks system is down and has been down for a few days apparently. All I get are recordings telling me so. No matter which number I call, I get same recording. I have called several numbers, several times. When I find a number for XXXX, and speak to someone, they can not help me and refer me to same numbers. Cant does the same. They do not accept payments in their stores. I have no statement, do not know amount due or date payment is due, who to talk to, I have no address to make payment to and as I said, no one to help me or talk to. The only daily emails I receive are for Ann Taylor discounts & sales. I am deeply concerned that the banks lack of ethics & customer care/response will affect my good standing credit. I am upset, stressed & frustrated. I regret applying for this master credit card. It is the ALL rewards Master Card.
Company Response:
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A