Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,485 total complaints in the last 3 years.
- 1,315 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/30/2024 I had a Puchase in store with my Pink credit card I had an issue with my address they had finally fix on ******* now from ******* have been charge over I had make a full payment on April late on the month now for $ ******
now I was suppose to have a late fee now
i Spoke to 5 different representive I have been a customer since 2015 now
Today 06/20/2025 I spoke to the senior representative ******* ID # ******* VERY rude Asking all questions like a cop now told me submit your complaint no I would not remove the late fee
Business Response
Date: 06/20/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/20/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
***** ******** ***********Initial Complaint
Date:06/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made an electronic payment through my bank for payment on full on credit card on 6/10/3025 for $560.80. Comenity bank notified me today that I never paid and that I now owe interest and late fees. My bank called while I was on the phone and offered to send proof of payment electronically. Comenity refused stating it had to be sent through the mail, they refused to remove finance charges or the late fee and stated I had to continue to make payments for the next 90 days they "investigate ". They also told me i needed to mail them a check for $560.80. They are trying to make me pay the balance twice and putting a negative **** on my perfect creditBusiness Response
Date: 06/20/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23494205
I am rejecting this response because: i was verbally told that I was required to make payments on the $680.20 plus late fees and finance charges for the next 90 days or to mail a check for that amount.
Regards,
***** *******Customer Answer
Date: 06/20/2025
Dalai from Comenity bank says I must pay the disputed amount plus late fees and interest by July 10th. My bank and I have both provided proof a payment to them and they still refuse to honor itInitial Complaint
Date:06/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Comenity had me on a credit line for a wedding ring that was 0% interest for one year for about 5000$. Early on in the credit I had setup autopay via their website of exactly the amount of money that would have the account paid off by the last period. Comenity had rejected a payment for some reason the month before the line was done even though the funds were available, Comenity never notified me about the missed funding, and ended up charging me over 1000$ for the entire account at a very high rate of usury and never notified me. I believe the slip was intentional, and I'd like BBB to see if they have a pattern of doing this type of thing in order to get the exhorbitant rate charged.Business Response
Date: 06/18/2025
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/18/2025
The business has offered no explanation, and simply wants to handle the matter via mail and not let bbb handle the dispute.
Regards,
****** ******Initial Complaint
Date:06/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In April I discovered that the payments I had been making to Comenity for my Cesars reward **** card ending in 8716 had not been applied. I called them 3/4/35 and they said they could not find these payments that I would have to send them copies. With more investigation on my part I figured out that the reason these payments were not applied is because they had the old account number on them. At some point my account number had been changed when I was sent a new card and I did not update it on my ********* account. The old acct # ended with 2618 so all the payments, 10 in total ($786.00) were cashed by Comenity but not credited to my current account or refunded. I have called twice and sent 2 letters including copies of all the cashed checks, front and back but have not heard from them or been refunded. check # date amount ********** 7/5/24 $50 ********** 8/5/24 $50 ********** 9/5/24 $80 ********** 10/7/24 $80 ********** 11/5/24 $80 ********** 1/6/25 $80 ********** 2/5/25 $80 ********** 3/3/25 $86 ********** 3/5/25 $100 4/14/25 $100 I would like a refund of these payments that were not applied to my current account.Business Response
Date: 06/18/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/18/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
********* *****Initial Complaint
Date:06/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 12, 2025, I made an early payment of $200 to my credit card account ending in 3269. According to my statement and online records, this payment was posted on time. At this time, is when I was notified that my promotional plan ended and hundreds of dollars in interest would be charged to my account. In my next billing cycle June 26, 2025, I will charged an interest fee of $1634, which I believe was incorrectly applied and should be waived. I contacted the banks customer service on June 12, 2025 and spoke to a customer relations supervisor, who was unable to provide a waiver of interest charges. I was told the interest was "residual" and could not be waived, even though my payment history does not warrant such a charge. I tried to pay off the remaining balance in full ($1874.96) over the phone and in store. I have reached out to the bank via phone multiple times, requesting a waiver of the interest charge. I was told the fee would remain. I would like ************** to waive the unjustified interest charge of $1634 and ensure no further interest is applied unless properly justified. I also request written confirmation of this correction.Business Response
Date: 06/13/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23463002
I am rejecting this response because:
Regards,
****** *****Initial Complaint
Date:06/12/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 23rd I ordered PS Rewards and normally (Ordered a ton of times before) an email automatically sends me a code within 48 hours. It is now 6/12/2025 and I have not received my code(s). I have called their CS line and emailed multiple times. I get the same answer but no code(s). I have told them I would be coming to the BBB because their service has been horrendous.Business Response
Date: 06/13/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/13/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
***** *****Initial Complaint
Date:06/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Comenity Breadcash Credit Card.
On 05/24/2025 moved to another city from ************** to ***************, and I had to change the bank account, Honestly with all the moving, I forgot to change the bank account from the card, the day 2nd of may (same day of my due date) I called them (Comenity Bank) and I did the payment Online with the new ********** account , but because was past 5 pm, they told me that I have to pay a late charge of $30.
I requested to speak to a supervisor, and that person told me they were to refund the late fee due it was my first time. I paid that day online and I set up the account with the new bank account.
One month later i did the payment 05/31/2025 with the same bank information that was saved in the page, and today someone told me that my payment didn't pass thru and that I was late again, when I check my account, I found that I have $80 fee charges from last month, plus more charges from this month.
I honestly think this bank is a rip-off, I called customer service, they don't listen, looks like they are trained to rip people, I'm very disappointed and mad a this Bank, I requested to close my account, and I been told to pay the whole amount that I owe in order to close it.
Comenity states that ********** refuse to do the payment or deny it, I called ****** they state the payment was never sent to them.
I can't believe this is happening, how a Bank can act like this nowadays.
I just want people to be aware of this Institution because I don't have any good expectations from this bank.
Business Response
Date: 06/12/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:06/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last year i applied for credit with Lane Bryant and purchased $5.41. As time progressed I recd and email with statement I attempted to pay but since I had not recd CC i was not able because I needed account. I contacted LB and they gave me my balance and went into the store and paid 5.41 and they said my balance was 5.41 plus a late fee of 10.00. I tried pleasing with them that they failed to send me CC, pls note as of Today 6/11/2025 they have failed to send my credit card, which I am fine with that. But LB has continuously been assessing late fees. It has been a nightmare dealing with CS and supervisors to the point that they seem to take my plea personal. My credit is being affected by their negligence. I’ve called, sent letters with no response back in writing, with no luck. I want to correct my account so my credit does not reflect negative impact.Business Response
Date: 06/11/2025
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/11/2025
I accept the business's response to resolve this complaint.
Regards,
****** *******Initial Complaint
Date:06/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to formally file a complaint regarding an account reported by **************** that is negatively affecting my credit report. I do not recognize or acknowledge ownership of this account, and I have attempted to obtain validation from Victorias Secret without success.Despite my efforts, the company has failed to provide any documentation proving the validity or details of the alleged debt. This unresolved account is harming my ********************** score and significantly impacting my ability to meet important personal and financial goals.I respectfully request that the BBB investigate this matter. If the company cannot validate the account, I ask that this negative and inaccurate information be removed from my credit report as soon as possible.Thank you for your time and attention to this serious issue.Business Response
Date: 06/11/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:06/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Original transaction 032125. Amount $490.48. Paid in full on due date 051325 via telephone. Dispute is a $15 late fee assessed to my account because they claim payment was late.
I called on 061025 to have the late fee removed, they refuse and said they originally remove 1/2 the late fee and are only allowed to remove half, I asked for this in writing and the 3 people I spoke with could not provide this.
The statement front page specifies that late fee may be applied if paid AFTER 051325, another place on the statement front page it says MAILED payments must reach them by 5pm ET on 051325. It does not say anything about phone payments on this page, although they make great effort to let you know all payments must be received by 051325, or if mailed by 5pm.
I called them at 215pm PT and payment was processed at 237pm PT.
On page 2 in very tiny print it says pay by phone, cutoff time 5pm ET. Nobody reads the tiny print, especially when similar is spelled out in bigger print on the front page! Except, it only says BY 051325….Business Response
Date: 06/11/2025
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/11/2025
*********
Until I receive the response I cannot accept it as a resolution.
Regards,
**** ****
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