Consumer complaint received 2022-09-03
Company: Bread Financial Holdings, Inc.
State: ME
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
The Ikea Projekt Card by Comenity account website has been down since I got my card in XX/XX/2022. It was not communicated to me until I got my credit, was approved and used it that I wouldn't be able to access my online account. This is misleading and prevents me from easily paying off my card faster. I can't even double-check my terms online bc I can't access my account. The site is still down 2+ months later and there has been no communication. Ikea is pushing people to Comenity. People are having trouble paying off their balances easily since you need to try by phone. There is also no way to know if late fees are being applied even though they say they will waive them. 


Ikea  is not communicating issues with their credit card system and letting customers blindly sign up without knowing they will be unable to access their account online. 
- Comenity bank should be investigated as we have not been able to access our account for over 2+ months and they have sent NO update to card holders and have communicated nothing. They should be investigated to make sure they are refunding people 's late fees since we can't access accounts and can only pay by mail or see payment dates to " quick pay '' online but we can't see anything else like our terms, conditions or card agreements. Meaning we don't have access to card agreements except through mail. 

IKEA Projekt card has been accepting new applicants all summer even though Comenity Bank website to pay your card, see your balance and access your account online has been down since before XXXX. I signed up for an account and unknowingly I couldn't even access my account online due to technical issues. There has been no update or communication from the bank about these issues other than you can pay by mail or do an XXXX which just shows your balance and payment due date but nothing else. 

There has been no update communication other than " There is a glitch '' the same FAQs have been on the site since XXXX. Ikea is not helping with the issue and directing users to Comenity who are unable to get in contact with the company. There is no autopay option which puts users are risk for late payments. 


There is no message on the website homepage about the technical issue and it makes it look like a user issue when it is not. It says they can't find my account, but when I got to register it says they can. Then I finally see the technical glitch message, The info about it is hidden in the FAQs. People will not understand this and may think it a problem with their info. 

Below is the help content on the website. 

Q. What happened? 
A. A complex, planned system update caused our service channels and other capabilities to go out from time to time. We know that the outages have been frustrating and were very sorry for the inconvenience. 


Q. Can customers make payments? 
A. Were very sorry for your inconvenience and are working to restore full service as quickly as possible. Comenitys Care Center is experiencing outages from time to time and may not be available. Customers can continue to use their cards as usual and, can make a payment using Comenitys XXXX service. 


Q. Was Comenity Bank hacked? 
A. No, we did not experience a cyber attack of any kind. The servicing issues we are experiencing are the result of a planned system update. Your account information remains secure. Were sorry for any inconvenience this may have caused. 


Q. What services can be accessed right now? 
A. Customers can continue to use their cards as usual and, subject to additional outages, can make a payment using Comenitys XXXX service Q. How are you going to support customers impacted by this situation? What about late fees? 
A. We are working to ensure a fair resolution for impacted customers. We will communicate to impacted customers by email, statement message and secure message center. Were waiving late fees for customers whose payment due date fell on or between XX/XX/XXXX- XX/XX/2022. Customers dont have to do anything. Those customers inability to make a payment will not affect their credit score. 


Q. Will I be charged interest on my promotional plan that ended during the outage and I couldnt make a payment? 
A. If you had a promotional plan that expired in XXXX through XX/XX/2022, we are extending the promotional plan expiration date by 30 days. If you have questions or concerns, please call the number on the back of your card or statement for Customer Care. This will allow you the opportunity to pay your promotional plan in full by the new extended expiration date. 


Q. Are credit bureau updates paused during this time? 
A. We will not report late payments for customers whose payment due date fell on or between XX/XX/XXXX through XX/XX/XXXX. 


Q. Im not seeing my rewards in Account Center. Why?

A. We are currently updating our systems and you may see a delay loading your rewards. Your account will be updated to reflect your correct earning activity as soon as possible. We thank you for your patience and apologize for the inconvenience. 


Q. When can we expect the system to be up and running and problems resolved? 
A. We are working around the clock to restore full service to all accounts impacted. Comenitys Care Center is experiencing outages from time to time and may not be available. Customers can continue to use their cards as usual and can make a payment online using Comenitys XXXX.

Company response to consumer: Closed with monetary relief