Date Received: 2022-06-27
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/2022 Comenity Bank took the {$37.00} payment for my Victorias Secret credit card. I paid the bill on the XXXX through their app within the Victorias Secret XXXX app. My payment was accepted without a problem. Later in the week, I went to make a purchase because XXXX was having their semi-annual sale. I was unable to log into comenity bank and kept receiving an error message. Today, XX/XX/2022, I tried to contact customer service because they have an incorrect phone number in the system that I noticed when trying to change my password. I kept receiving an error message when attempting to log in. Customer service has a recording that states Due to unforeseen circumstances, our offices are closed. They had no problem taking my money and processing it days later but now no one is in the office to take calls. Their social media channels all have the same script of a planned update that is taking longer than expected. My concern is a security breech, especially seeing they do not have my correct information on file any longer, and not being able to access my account for almost a week. I am now unable to access my account at all. Unfortunately, this is not the first run in Ive had with this company. Back in XXXX of 2022 they started automatic payments from my bank account without my consent. It took days for the issue to be resolved.
Company Response:
State: OH
Zip: 454XX
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: My Bj 's Perks Master Card / Comenity Bank website went down for service, no payments can be made ( payment due today XX/XX/27 ). We have even called the customer service line and as of today, the customer service has been closed due to " unforeseen reason ''. I have tried every possible way to contact them but there is now way. I have gone on to XXXX and see that they are " down due to unforeseen reason ''. And, now my card and my husbands card has been shut down ( being declined ). We can only think there has been a security breach so we have been forced to purchase a credit lock company to protect our credit! I feel they should have to communicate with us, not just shut everything down so we can't communicate with them?
Company Response:
State: NH
Zip: 038XX
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 last three days ( XX/XX/22 - XX/XX/22 ) Ive been trying to log in to Comenity to pay my credit card bill for {$36.00} dollars by XXXX p.m. on XX/XX/22 or pay a {$41.00} dollar late fee if I dont but they keep telling me the system is down. Doing it over the phone also yields the same result. The company has issued a system wide maintenance problem and many customers cant pay ( as per their XXXX post highlighting this ).
Company Response:
State: CA
Zip: 90304
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 had left customers with no way to pay their bills for days. Website is down, and so are the phones. Ive tried calling, trying to login to pay etc, going into the store where we got the card from. XX/XX/2022 2022
Company Response:
State: ID
Zip: 83402
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: Comenity Bank has TOTALLY SHUT DOWN, you can not access your account at all on line to check balances or pay your bill. No customer service get a message due to " unforseen circumstances they are closed ''. They have have messages out there for the last two weeks that they are conducting a system upgrade!!! PLEASE HELP!!! this is so unacceptable, they give you NO alternate way of paying your bills, people are scared!!!
Company Response:
State: NY
Zip: 11542
Submitted Via: Web
Date Sent: 2022-07-15
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: Hello. I am having an issue with Comenity bank. I have my XXXX XXXX through them and have been trying to pay the bill since Friday XX/XX/17. Their website will not allow me to login and their phone system is not working. The automated system is not working and when you request to talk with a person, it says that due to unforeseen circumstances, they are unable to take your call. My bill is due XXXX and I am concerned that this issue will not be resolved by then and I will not only receive a late fee, but that it will effect my credit score. Like I said, I have tried logging in, calling, sending them a XXXX message, and replying to them on XXXX and I have yet to get a response at all.
Company Response:
State: MN
Zip: 55811
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: I have an XXXX credit card issued by Comenity bank to be used at XXXX XXXX and XXXX stores. I attempted to login to make a payment this morning and have repeatedly tried to access my account today. The website says it is " down for maintenance. '' I called the XXXX customer service line and received an automated message that " due to unexpected circumstances their offices are closed '' with no option to reach someone to talk to. I tried logging in to my account and got the error message attached below. I then started a chat with XXXX where I made my most recent purchase, who also offered no assistance and said they could not provide information on credit card related matters ( see attached ). XXXX never sent an email indicating any site maintenance. I've seen on XXXX that multiple people have the same complaints for various store credit cards issued through Comenity ( now perhaps Bread Financial? ). I also saw on XXXX that people mentioned it was bought by Bread Fiancial. I tried calling their customer service line, which then is answered by Comenity Bank, so again the same problem with receiving a message that due to unforeseen circumstances, their offices are closed. There were no emails sent to customers about site maintenance, a merger, or accounts being in accessible. I have a very good credit history and do not want late payments that are not my fault due to the irresponsible way these banks have shut off all access to my accounts to affect me adversely.
Company Response:
State: MA
Zip: 02124
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: Ive been trying to use my Victoria Secret credit card for the last 4 days with all charges being declined. Every time I call Comenity Bank they say due to unforeseen circumstances our offices are temporarily closed. I cant access my online account, I cant view my statements, I cant pay a bill. I cant do anything.
Company Response:
State: WI
Zip: 53206
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I currently have 2 credit cards with Comenity Capital Bank ( Ulta and XXXX ) and 1 card with Comenity LLC ( Lane Bryant ). Beginning on XX/XX/22, all of Comenity 's websites have been down for " Scheduled maintenance '' with no ETA of when accounts will be available. A message on the websites instructs account holders to make one time bill payments, however their one time bill pay is also down. Calls to their customer service line were met with a message that the system the agents use is also down and they have limited information. The most I could get was when my next due date is. According to their XXXX and XXXX, the accounts should have been accessible today, but no luck. I tried calling customer service again this morning, but a recorded message stated that " due to unforseen circumstances their offices are closed. '' Repeated attempts to get answers from the company via social media from numerous users has been met with vague messages that are clearly recycled copy text and not an actual person responding. At this point I'm concerned that there has been a security incident and my information and or credit history is at risk. Also, Comenity has made no statement about late payments in regards to this outage. I would like help in getting this resolved and getting some answers.
Company Response:
State: NC
Zip: 27703
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: Comenity Bank XXXX XXXX XXXX ) website and all customer service options have been offline for over a week and they are not providing any information at all about how they will handle customers being unable to make payments. Their phone lines are not accepting calls and they say customer service agents can not apply payments or even see account details. My payment is due tomorrow and I have been trying over a week to access my account, which is unavailable.
Company Response:
State: PA
Zip: 15221
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A