Talbots Credit Card IT System Down at least 5 Days

Sooner · ‎03-10-2010

Unbelievable to me but Talbots credit card, Comenity Bank affiliate, has been down at least 5 days and probably more! No online, no phone access. Can't make a payment, can't see your account. DOA.

This scares me.

mspatmac · ‎06-10-2015

You may have done this but have you tried calling the # on back of your card to see if the automated service is working @Sooner

Sooner · ‎03-10-2010

@mspatmac wrote:
You may have done this but have you tried calling the # on back of your card to see if the automated service is working @Sooner

@mspatmac Yes and it doesn't work either. You can't make a payment, can do anything. Absolutely dead. There are messages on the side and on the phone system:

After the completion of a recent planned system update, we continue to work on restoring service as quickly as possible. We’re very sorry for any inconvenience. Please know that we will work to ensure a fair resolution for our customers who were impacted by this service disruption. You can now check your balance, make a payment and service your account using our Automated Voice Response System by calling the number on the back of your card.

Which doesn't work either! And to add insult to injury I have a new card I can't verify, and payment due yesterday. They added something about a "fair resolution" now, really? I guess!

mspatmac · ‎06-10-2015

@Sooner I'm not being nosey but after so many years in credit cards it makes no sense to me. I went to Comenity bank site and Talbots is not showing up in their list of stores. Maybe Talbots are changing who is issuing their cards? I'm at a loss honestly. I have been through change over to new systems and never had this happen. I have to think more on this if you don't mind.

50Mickey · ‎05-21-2010

I was curious about this and I just googled what bank issues Talbots Credit cards and it shows Comenity bank.

Sooner · ‎03-10-2010

@mspatmac wrote:
@Sooner I'm not being nosey but after so many years in credit cards it makes no sense to me. I went to Comenity bank site and Talbots is not showing up in their list of stores. Maybe Talbots are changing who is issuing their cards? I'm at a loss honestly. I have been through change over to new systems and never had this happen. I have to think more on this if you don't mind.

@mspatmac My husband was in major sized IT systems for 40 years and he is as stumped as you and I are. No, we can't remember anything like it and I can't even think what could have caused this.

Obviously they must be switching providers. My husband says its the accountants who don't let IT side people have enough redundency to prevent breakdowns like this, then we both said it's the CEO who allows them to short change IT.

But it is alarming to me. Comenity has had Talbots cc business for a very long time that I know of! But he's never heard of a system that at least can't get back where they were if the new iteration doesn't work--and he's been through too many of those to count.

Remember the big whoop about when 2000 started and all IT would fail? He said all along it wouldn't be a huge problem but leap year 2000 would be a problem. Turns out he nailed it. But you didn't hear so much about that.

mspatmac · ‎06-10-2015

IT is the backbone of any large corp. QVC is the perfect example of a company that has not invested in IT. Y2K we had a very large task force led by IT and reps from every dept. We tested and then tested again and again. So many system upgrades and replaced systems and never had a problem. I was always the Customer Service person involved. Hope this get resolved soon. But it is crazy.

aroc3435 · ‎09-30-2010

@Sooner Did a little online sleuthing. Apparently all Comenity customers are having the difficulties you describe currently for several days. If the number on the back of your card isn't working . . .

I found this number that you can try from 8 a.m. to 9 p.m. EST Monday through Saturday. It is based in Ohio.

1-800-675-5685

My suggestion is when you get to the inevitable prompts tree listen to the prompts and choose one of the closest to what you need.

You might have to call in twice to know what the choices are. Then whaat I do is to keep saying "speak to a person" and the computerized system finally gives up trying to understand you and eventually does connect you to a real person.

Sadly, the dial zero trick usually doesn't work any more, but you can also try that to bypass the auto system.

You could also clear your computer cache, cookies, etc. and see if their system will let you log in to pay. Also try using a different browser instead of your normal one, maybe Firefox?

I would persist with the phone avenue first, though so you can also advise them of your computer woes when you've been trying to sign in to pay.

I know how frustrating this is . . . good luck.

aroc3435

washhington, DC

judy0330 · ‎01-03-2011

@Sooner Same issues here. It seemed to me that I should have a bill due around now so I tried days ago to check. I was able to get in going through the regular Talbots website and clicking on the Talbots credit card link. That is no longer the case. As you said -- no way to access credit card information. I ordered some items several weeks ago and used my card for the first time in years -- to get the Talbots points. It turned out that my bill has not been posted yet so I just gave up. Back to AMEX for me!

@aroc3435 Thanks for the info you posted!

Sooner · ‎03-10-2010

@aroc3435 I appreciate your advice but I have been doing everything I can and checking several times a day for almost a week and I'm out. It is THEIR issue not mine and I'm not going to waste more of my retirement addresing their problem.

I wonder if Cominity will survive this and at this stage of the game I'm not going to fight them to throw more money their way. I doubt anyone is going to pay interest on the down time at this point.

But you are thanked for your consideration and suggestions most sincerely! Please know that!!!