Date Received: 2022-06-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a XXXX XXXX Credit Card with Comenity Bank. For the past week the Comenity site has been down due to 'system updates '. I have had no way of accessing my account, viewing my balace or making payments. Trying to reach out to customer support has proved fruitless. Comenity never contacted me, or anyone else from what I can tell, to let us know there would be sustem updates and they are not providing answers or solutions or a date when the site will be back up. This has been beyond frustrating and the only information I could find is that they seem to have been bought out by another company, but I was not made aware of this change. This company 's practices are deceptive and predatory. My only hope is that the site will be up again soon so that I can pay off the balance and close out the account. I do not need the kind of stress this company is offering.
Company Response:
State: FL
Zip: 34747
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 am trying to make a payment online and receiving an error notice at the website. Then I tried to call and they are telling me " due to unforeseen circumstances, the offices are closed. '' My credit card payment is due tomorrow. It is too late to mail the payment. This company 's service is unacceptable, they do not answer e-mail timely, and they do not fully answer CFPB complaints. My being unable to pay either online or over the phone is completely unacceptable.
Company Response:
State: FL
Zip: XXXXX
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 XXXX credit cards with Comenity bank : XXXXXXXX XXXX and Victorias Secret. I have been trying since XX/XX/XXXX to make a payment on one of those credit cards on the website ahead of a payment due today, the XXXX. I found that last week, the site was down for ALL of my credit cards with that company. I was unable to login, access my account, statements, make payments, etc. I noticed on XXXX and XXXX that they were addressing peoples concerns with this outage by telling them to call a specific phone number on the back of their card or to use the same day payment option on their website. I tried both of those options on Thursday and I was unable to reach anyone on that phone line, and the same day payment option was not available and was not working that day either. So the direction of the company was giving everyone was not correct. They kept giving canned responses to everyone who was concerned about it and told them that the outage would last until the beginning of next week, which is todays date. I attempted to use XXXX on several occasions to reach out to them about the issues that I was having and I got a canned response to use the phone number on the back of the card To make the payment. When I did that, the automated message on the phone said that no agents were able to assist with anything related to accounts and eventually it disconnected the line. I was unable to speak with anyone on the phone at all. I tried to log into my accounts again and one of them logged in but it had a massive error message on it and it also said that my account was closed ( which is not possible, I hadnt received any communication about this ). I reached out again on XXXX, along with quite a few other people, and we were still given the same response to simply wait and sorry for the outage, and that it will be fixed eventually, and to try calling But every time I try to call, there isnt a human available to help me try to make a payment. My payment due today has a possibility of incurring a late fee if I dont pay it today but I have literally no way to pay it. I dont want any late fees or negative credit reporting and I simply just want to have access to my accounts again. Reaching out to the company on social media seems to be the only way to get any kind of response in general but its all the same and its not helpful and its not resolving anything. Its predatory that theyve had their website out for almost a week if not longer and that no one is able to make any kind of payments on these cards.
Company Response:
State: FL
Zip: 32256
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX website has been down for days as well as the phone lines having a recording stating that they are unable to access accounts and to call back for days as well. They do not have an email that I can reply to which I get my statements from but can not reply. Since I can not make a payment, they are now reporting me as delinquent. There is absolutely no way to make payment online or over phone, I have called numerous times, and today the number states that company is closed and I called at all different times to cover all US time zones. I called XXXX as well as XXXX and recording states they are experiencing system issues.
Company Response:
State: NY
Zip: XXXXX
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 tried to log into my comenity bank account on XX/XX/27 to make a payment and kept on getting the same error message : were sorry. A technical glitch has occurred and your request can not be completed. Please try again. I tried to call the number on my card to make a payment over the phone and after waiting to get to customer service, the automated voice said their offices are currently closed and it hung up on me. I went to their social media pages and found out theyve been doing maintenance on their website since LAST WEEK and no one has been able to make a payment or access their account information. This is illegal. They are not responding accordingly to customer complaints. Additionally, they wont say whether theyd waive the late fee or what will happen when all of our late payments get recorded on our credit scores. Very dishonest and unbelievably sketchy.
Company Response:
State: NJ
Zip: 07866
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: Hello, I currently have a XXXX XXXX credit card through Comenity Bank. I noticed on Thursday, XX/XX/XXXX, when I tried to use my card at a gas station that it was denied when it should have gone through. I checked that night and wasn't able to access my account through their online portal as it said they are undergoing scheduled maintenance. I continued to check each day through today, XX/XX/XXXX, and the site is still down for " scheduled maintenance ''. I still can not use my card, and I am unable to see my statements to make a payment that is due next week. In addition to being down for 5 days, when you try to contact the company using the numbers provided on their site, you get an automated message that says due to unforeseen circumstances, their customer service is not available. At this point I am getting very concerned about why their site is still down, why they are unable to be contacted, and why my card is not working, as well as how I am supposed to submit a payment to avoid late fees and a missed payment on my credit report. I am unsure how to proceed, or who was best to report this to, but I am sure others are in this predicament too.
Company Response:
State: CA
Zip: 92630
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: COMENITY HAD TAKEN OVER THE XXXX CREDIT CARD. NO COMMUNICATION INFORMATION OR ASSISTANCE IS AVAILABLE. THE RECORDED MESSAGE STATES THEIR OFFICES ARE CLOSED. AND THE CREDIT CARD WON'T PROCESS FOR AN AGREED 0 % INTEREST ON A CONTRACT AGREED TO IN PRIOR TO THEM TAKING OVER.
Company Response:
State: IL
Zip: 601XX
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: Trouble using your card
Subissue: Account sold or transferred to another company
Consumer Complaint: I have a credit card with Comenity bank which just became Bread XXXX. The website has been down for days, I can't check my balance or pay, and as of today I can't use my card anymore. Customer support is non-existent. Their twitter account won't provide any info.
Company Response:
State: GA
Zip: 30188
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have been trying to reach Comenity Bank since XXXX XXXX and it is now XXXX XXXX and I can neither reach them by any of their phone numbers or their website. I need to make a payment today, and there literally is no way for me to do this.
Company Response:
State: CA
Zip: 94608
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 shut down all services.
Company Response:
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A