Date Received: 2022-06-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a XXXX XXXX card through Comenity. Their site has been non-functioning for XXXX days now. Multiple complaints have been reported online to their social feed, nobody will answer a call at their call center ( get a recorded message saying they're working on it ). I don't want to be charged fees when I'm trying to pay off the balance as soon as a balance is created. This is causing an issue with all their customers.
Company Response:
State: VA
Zip: XXXXX
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 account was closed without my knowledge. I can not make a payment due to website supposedly doing a scheduled update. Tried to call company to make my payment over the phone and find out why my account was closed. Company is not taking calls and the call gets automatically disconnected. I do not want this to affect my credit.
Company Response:
State: AZ
Zip: 85295
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: This is regarding my Comenity Bank Visa card. The card is now being declined and The website can not be logged into. I cant make a payment for this reason as well. Their phone center is turned off. There is no way to contact them at all, and now there is a fear of being hacked,
Company Response:
State: MO
Zip: 63141
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: Multiple retailer card websites serviced by Comenity Bank/Bread Financial have been down since at least XX/XX/23. CB/Bread says their website update is taking longer than expected and nothing else. When you call the customer service number, you can not get a live person, just a recording. The recording repeats the notice about the systems update and if you want to speak with a customer service rep, to " call back at a later date ''. Account balances are not available at the retailer website when trying to use the card, and in some cases, charges are being declined. Are they really having system update issues or were they hacked?
Company Response:
State: TX
Zip: 78216
Submitted Via: Web
Date Sent: 2022-07-13
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 XXXX XXXX XXXX through Comenity Bank and I can not call them, I cant speak with no representatives, I cant make a payment, I cant access my account, I cant do anything and its seem very shady because their system has been down for days! Ive been trying to make a payment since XX/XX/2022 and can not make any sort of payment!
Company Response:
State: SC
Zip: 293XX
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 website is currently down, every time I tried to log in to submit my payments, its says theres a glitch and could not log me in. This has happened on both of my credit cards from Comenity, my XXXX and XXXX XXXX cards
Company Response:
State: IA
Zip: 503XX
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: Comenity bank has been down for days. I e tried submitting my payment all day today ( due date for 3 separate cards : Victorias Secret, Express and XXXX ( All Rewards ) and I cant log into any of the accounts. ) Phone calls are being hung up as well I do not think I should incur a late fee for their lack of planning
Company Response:
State: CT
Zip: 06457
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: I have Comenity cards with Victoria 's Secret and Express. I have been trying to get into my account or call to edit my payment amount so it will not overdraft my account. The sites have been down for days and their phone number is not working. I should have been able to change the amount, and I was denied the opportunity.
Company Response:
State: NJ
Zip: 08854
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, XXXX XXXX credit card an tried 5 days to pay online and call. No answer and cant pay online.
Company Response:
State: TX
Zip: 789XX
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: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Inquiry from Comenity Capital is still showing on my XXXX report. I was a victim of ID Theft & have the documents to prove it
Company Response:
State: TX
Zip: 77045
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A