Date Received: 2022-07-08
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I have a BJ 's Mastercard issued by Comenity Bank. Comenity Bank has been having issues with their website and they are not taking calls. Approximately 2 weeks ago I tried accessing my account and the website was down. I called and the automated system said they're having problems from an upgrade and to call back later. My call was disconnected. Earlier today I was able to log into my account and wanted to see my XXXX statement which should have closed approximately 2 weeks ago but the last statement available on the website is the XXXX statement. Again I called. The automated system said my statement was mailed to me on XX/XX/19. I never received it and I turned off paper statements 2 years ago. Again I tried to talk to customer service and got the same message and was hung up on as previously described. The internet has many reports of others having similar issues.
Company Response:
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am having significant problems with Bread Financial/Comenity Bank XXXX I have been trying for about XXXX weeks now to make payments on my XXXX Credit Card and XXXX XXXX cards. They keep saying online that you can make payments by XXXX XXXX or by phone. Neither are working. I can't reach anyone on the phone and since the XXXX account was always online ( I never got a credit card ) I can't even go to a physical store to try to make payment. They " say '' no fees will be charged but that is not what I am hearing from other consumers who are getting charged additional interest, late fees and credit reports due to this outage. No indication of when services will be restored so payments can be made again. On My XXXX card which has a balance, they keep telling me that either there is a " glitch '' or that the account is closed and on the XXXX card that there is a " glitch ''. I can not reach XXXX person on the phone either!!
Company Response:
State: FL
Zip: 32712
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: XXXX is a XXXX credit card financed through XXXX XXXX XXXXank XXXX The card had a fraudulent charge on it back in XX/XX/XXXX, and since getting that resolved, my card has been unable to be used to make purchases online ( which for a while was the only way to purchase from XXXX, store-pickup included, during the forced lockdowns ). I sent secure emails to the company several times explaining that my card wasn't working, asking if the new card maybe wasn't activated ( turns out it's a pre-activated card, no activation required ). Twice after, I requested replacement card, and for almost 2 years, my card/account didn't work on XXXX 's XXXX ( the location near me closed in XXXX, so I hadn't tried it in store ). I ended up near a location, and decided to try an in-store purchase, back in XXXX, and it finally worked. It STILL did not work for online purchases shortly after, in a test purchase. But the in-store worked. My statement came due, and I thought my previous auto pay ( set up from about XXXX years ago when the card was still actually working ) was still active. I guess it wasn't, and I incurred a late fee. I attempted to call the customer service line, but the automated message played and eventually the call disconnected. Turns out Comenity has a HUGE system outage/business outage. There are no customer service reps that I've been able to reach ; I can almost never get into my online account ( through XXXX and my other Comenity credit card through XXXX ) so I can't verify dates on anything. While the late payment was my fault as I had unfortunately not checked whether my old auto-pay was still set up, I am unable to come to a resolution with Comenity because they are currently not engaging with customers. There phone system is still giving a useless automated message and then disconnecting, so I can't talk to a person. I was able to use their " XXXX '' system to make a payment to cover the minimum/late fee + extra, but it is taking longer than usual to appear on my XXXX account XXXX during the XXXX minutes I was able to get into it earlier today. This is especially frustrating as I haven't even been able to use my XXXX card for about XXXX years, and now all of this goes down shortly after I was finally able to get it to work. I just want to negotiate with Comenity to hopefully remove the late fee, but I will pay it if they decline ; yet I can't even get a real person on the phone to help with this issue. Filing a report because this ultimately seems unacceptable that there is no way to contact customer support during such a ridiculous " outage '' ( that they're claiming )- are the customer service representatives working outside of their job descriptions as technical engineers?? Where is customer service? Basically, I was unable to use my card for over a year, my auto-pay didn't remain active, and I was charged a late fee that I just want to attempt to speak with someone about. ( I am unable to get documents, as the websites are all nearly impossible to get into. I have only been able to log in on XXXX occasions, after dozens of login attempts. )
Company Response:
State: CA
Zip: 92069
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: Comenity Capital Bank subsidiary Bread Financial has been unreachable since XX/XX/XXXX. Can not log in to website. Can not reach a customer service person. The number just rings or hangs up on you. On social media, the only thing they are saying is they had a system update that took longer than expected. The only comments on XXXX that they respond to are the credit cardholders re : late fees being waived because they can't pay their bill. They are NOT answering questions to Depositors. I have asked about my C/D with concerns about needing to close it and receive my funds. I asked them in the form of comments on XXXX and in XXXX XXXX and on XXXX, because you can't reach them otherwise. My C/D term is XXXX XXXX and will auto renew first of XXXX if I don't close it before. I'm concerned about my funds and that they will try to charge " early w/d fees '' if I'm unable to close it before the auto renew. But more so, I'm concerned they no longer have my funds. There are no official press releases or communication from Bread Financial or Comenity Capital Bank.
Company Response:
State: CO
Zip: 80907
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I just reviewed my Comenity BJ 's My Perks MasterCard recent transactioins and was astounded to see charges posted which were reportedly made in XXXX OH. I have never been in XXXX OH, and it is very disturbing that Comenity BJ 's My Perks MasterCard 's " updated '' system continues to malfunction which such sensitive financial data as in person chip enabled transactions. Please review the attached pending transaction attachment. I did make corresponding charges using this card at a BJ 's in XXXX XXXX NY, and then at a BJ 's in XXXX, NY but I have never been in XXXX OH. Please correct these transactions forthwith to reflect accurate financial data.
Company Response:
State: NY
Zip: 11542
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX Ive asked each company to stop calling this is harassment and I would I like any debt it say I owe cleared however each company shows written off on my report and they are still trying to collect extra money from me after they have already reported the amounts as a lost to the IRS this is tax fraud
Company Response:
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I recently became award that someone tried to fraudulently apply for 2 store credit cards with Comenity bank under my name. I reached out to Comenity via email on XX/XX/2022 and have not received a response. I have also tried reaching Comenity daily via phone since XX/XX/2022 however due to a continued " service outage '' have been unable to reach anyone. The one day I did get through to an operator they were unable to help. As a result of the fraudulent application I had 2 hard pulls of my credit report. I have placed a fraud alert on my credit and reached out to all of the reporting bureaus. XXXX has removed the pull, however XXXX seems to think it was a valid pull. The inquiry did not appear at XXXX. I am requesting that Comenity contact XXXX and have the fraudulent pulls removed from my record. I also want to make sure that no credit was established in my name. Finally I am requesting any available information regarding the applications so that I may forward them to law enforcement.
Company Response:
State: NV
Zip: 89521
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
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: I had an open account with Wayfair through Comenity Bank. The company decided to change lenders to XXXX. Individuals who had the credit with Comenity bank were not offered the opportunity to switch to the new credit issuer. My account was closed and as a result, I paid my balance in full. I did not receive any additional information concerning the account until 2 months later where I was informed, by mail that I was past due for the amount of {$12.00} dollars. This amount was posted on my credit report as I owed {$12.00} and that I had a delinquent account. I have not been late on any payments or have any late payments on my credit report because I was in the process of purchasing a home. I had no way of knowing that I was charged anything on my account, which later I found was for interest after they closed my account. Since my account was closed, I did not have access to my online credit account. I disputed this account multiple times with the credit bureaus and spoke Wayfair directly and was informed that it would be removed from my account. The delinquent accounts are still on all three of my credit accounts. I would like the accounts removed as the {$12.00} was removed from the account by one of the Wayfair representatives and I was told that the delinquent report would be removed from my account.
Company Response:
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
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: Since the middle of XXXX my credit report has been reporting errors and inaccuracy that XXXX HAS NOT BEEN ABLE TO OBTAINED AND SECURED the correct verification of the correct status of the tradeline for XXXX. From XX/XX/XXXX I have made multiple attempts to be able to connect with the right party who can assist on this matter. The investigations completed on this tradeline have been verified as accurate and then after a re-investigation the information disputed was deleted since transition was not able to verify took it upon themselves to just marked as unknownn because the furnisher was not able to verify the information disputed. Both parties in concert have been giving me the run around and blaming each other for the inaccurate status of the tradeline. I also disputed the information directly with the furnisher via phone multiple times, via cert mail signature required/receipt and to my surprise the person who signed the label does not even exist in the employee directory ; now they are hidding and avoiding to provide the documents that are needed to verify their mistakes in the payment status of the tradeline. My rights have been violated and even after putting both parties on notice, they continue to do so. I am entitled to fair credit reporting and equally among every consumer, I feel ignored and discriminated since nobody seems to be able to fix or care ; hoping that I will go away. I have exhausted all my efforts and now reach out to the CFPB to help on this matter.
Company Response:
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Received a call requesting payment for comedy bank. I asked for verification of debt, was directed to a website that only had my name, the debt amount, and creditor info. No explanation of charges, no proof of validity. XX/XX/2022
Company Response:
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A