Date Received: 2022-06-28
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/2022, I noticed a fraudulent charge on my comenity Mastercard from XXXX. I called comenity and they said they would issue me a temporary credit while they investigated. They also said they would issue me a new card so that no further charges could be made on the account. The next day, XX/XX/XXXX, their website said they were down for a scheduled update and all that you could do is make payments. I have checked every day since then and the same error message shows up on their site. This morning however, I now get the error message that my account is closed. I tried calling the company and I dont even have the option to wait for an operator, it just says call back and hangs up on you. I need to know whats going on with my account.
Company Response:
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: During COVID, my wife got sick and was XXXX. Not only was I struggling to find work due to COVID, but now I was the XXXX for my wife XXXX for her feeding, bathroom needs etc. I took out a credit card, I don't even remember taking out this credit card, I don't have the credit card. It is sitting on my credit report with a XXXX dollar balance and a late fee for XX/XX/2021. I submitted a dispute online and didn't hear back. According to the CAREs act, I believe I should get some relief here regardless of the potential accuracy of this report. Additionally, according to Congress : " Legal Exemptions : 15 USC 1681a - 2 ( a ) ( i ) ( 2 ) Exclusions. " Except as provided in paragraph ( 3 ), the term consumer report does not include - report containing information solely as to transactions or experiences between the consumer and the person making the report. '' According to Congress, the Consumer report is not to include experiences or transactions. Late payments are experiences and are illegal to list in the consumer reports... Considering they are saying they gave me credit and I owe them no money ; this late fee is illegal... act least according to Congress.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have 3 accounts with comenity bank and everyones accounts seem to not work and payments arent working either.
Company Response:
State: CA
Zip: 92555
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Comenity Bank XXXX XXXX Credit Card, XXXX Credit Card and XXXX Credit card. Trying to make payments, website not accessible due to their own glitch. Can not reach anyone via telephone to make a payment. Have tried on several computers to access my accounts. I have a payment due tomorrow and have been trying to pay it for five days.
Company Response:
State: NJ
Zip: 07011
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have been trying to pay my Comenity Victoria 's Secret card bill for over a week now. Can not use the card for purchases. I tried accessing their website to pay my bill and they are having a system outage. I tried calling them and no one is available for calls. This company isn't releasing any information over what is happening NOR are they offering to waive late fees. This has been from XXXX through XXXX
Company Response:
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been trying to make a payment for my Sony XXXX XXXXard issued by Comenity Bank for the last week. The website is down and the customer service phone number are not responding.
Company Response:
State: NJ
Zip: 08876
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Trouble using your card
Subissue: Account sold or transferred to another company
Consumer Complaint: The comenityXXXX site ( to access my BJs Perks Mastercard ) has been down for about a week. The message on the page says : Important notice : due to a scheduled system update, our website can only accept same-day payments at this time. We appreciate your patience and apologize for any inconvenience. There is no additional information, most notably no expected return date. There was also no advanced warning or notice, and customer service is unable to provide any information. Im quite concerned that there is something beyond a simple scheduled system update perhaps a crash, or worse, a data breach or hack. Any competent business performing a scheduled system update would provide an outage window and advance warning. Consumers deserve better.
Company Response:
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Today is XX/XX/2022 and Ive been trying to make payments on credits card that I have with Comenity Bank for days and the systems are down and Im unable to make payments. When you call customer service its say the offices are closed until further notice.Due to these issues I will incur late fees at XXXX each due to a system outage.The online website says my accounts are closed.
Company Response:
State: NJ
Zip: 07304
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The comenity website has been down for a week and they wont answer their phone to make a payment. My payment was due today and I couldnt make it on time because of their system being down.
Company Response:
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: With Comenity Bank, I have both the XXXX XXXX XXXX and XXXX XXXX. For my XXXX XXXX XXXX, I have been trying to make a payment since XX/XX/XXXX since my payment is due on the XXXX of each month and have not been able to log in. It stated the system was updated. Have checked every day and it states it is still being updated and it has now been going through a " planned system update '' that has been taking a long time now. I've called to make a payment by phone and no one answers either. I just want to make sure I don't get charged a late fee and have my credit score go down. When I call it states their offices are closed ... and now even my card is being declined. For my XXXX XXXX account, the same thing is happening. I can not log in, that payment is due on the XXXX and I can't seem to log in either.
Company Response:
State: CA
Zip: 95112
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A