Complaints

This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comenity Bank

  3095 Loyalty Cir Bldg A Columbus, OH 43219-3673

  
• 

  Ashley Stewart Credit Card

  P O Box 650018 Dallas, TX 75265

• 

  Comenity Bank

  PO Box 659705 San Antonio, TX 78265-9705

• 

  Comenity Bank

  12921 South Vista Station Blvd Draper, UT 84020

• 

  Comenity Bank

  PO Box 182436 [R] COLUMBUS, OH 43218 COLUMBUS, OH 43218

  

The 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:05/21/2025

  Type:Billing Issues
  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 was charged a late fee when I never received a statement saying I had a balance due

  

  Business Response

  Date: 05/21/2025

  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: 06/05/2025

  '******* ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Tue, Jun 3, 2:24 PM (2 days ago)
  to disputeresolution
  
  
  I received a letter saying they will not do anything.  This is a very horrible company they charge you a late fee and do not send a statement telling you have a payment due just so they can make money it should be illegal

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  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 was supposed to have received a credit for a late fee. I called in to discuss. The supervisor I spoke to was very rude. When I did not make the payment in April, this company called me relentlessly about a payment due. I called in and spoke to a supervisor. He was very rude. Instead of listening and assisting, he just made snap judgements.

  

  Business Response

  Date: 05/21/2025

  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.

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  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 5/20/25 I received a billing statement (for $0.00) for a *** ******** credit card issued by Comenity Bank. I do not have such a card, have never applied for one. I am disturbed by the correct name and address on the statement, and worried that someone may have opened a card using my personal data, and that I might see a bill next month with actual charges. I made calls to EIGHT different customer service numbers for ******************** and/or *** ******** and/or *************** but could not get beyond the step of providing my social security number on any of the automated response systems, which of course I am not comfortable doing for a card I never applied for!!!!

  I need to be assured that Comenity Bank/*** Jewelers will look into this and will make sure that there is NOT a *** Jeweler credit card issued in my name. I would also like to give the feedback that a customer service number should give callers access eventually to a human being who can address questions that might be out-of-the-ordinary.

  In case it is helpful, the account number on this billing statement is given as ****-****-****-****.

  Also in case it is helpful in untangling this, I want to note that years ago I had a ****** credit card that was issued through Comenity Bank, but it is not a card I have anymore since I no longer shop at that store. I note this only in case there was some kind of data glitch that put my name from an ancient form with someone else's account.

  

  Business Response

  Date: 05/21/2025

  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: 05/23/2025

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  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 have a credit account with “Zales”. I admittedly have been behind in payments. I have been trying to catch myself up but have been unable to and was unsure why being that I just enrolled in a hardship program that zales offers. This program includes no addional interest on payments for 3 months to help me get back on track. I was just able to get logged into my zales account online to see my account history and transactions. In doing such I noticed that not only am I being charged additional interest every month of $42.00 along with late fee’s of $41. When in fact I paid 1 day before my due date. So as they say it’s not accepted as payment for that. On 03-31-25 I made two seperate payments $100, $75. To in turn be charged a late fee of $41 on 4-13-25 for being late and not paying on 04-01-25?! On 04-18-25 I was charged with $42.58 for interest charge on purchases. How am I being charged interest of purchase multiple times for the same purchase which was years ago. My monthly payment amount is $59 on the first of every month. Around the 18th or 19th of every month my zales account is charged $42 interest fees. Making a maximum amount of $17 a month going towards my principal balance making it nearly impossible to pay a minimum balance of $59 and seeing my $1600 account even get close to a $0 balance. This is predatory behavior. It would take me 95 months exactly to pay it off at this rate.

  

  Business Response

  Date: 05/20/2025

  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.

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  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 paid off my credit card in February. The total online was $1508.00. That is all the website said to pay. Here 3 months later, I have interest charges, late fees, delinquent notices and bad credit over a card I paid off. I have YEARS of paying my bills on time. Why would I think need to pay on a card I paid off? I call Comenity, and they state I need to hit a button that says “save on interest” to calculate extra interest. What reason would I need to save on interest, if I’m paying the bill off? The people wouldn’t listen when I said I paid it off. I was just told that I don’t pay my bills. I shouldn’t have had a bill.

  

  Business Response

  Date: 05/20/2025

  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: 05/29/2025

  *********

  I had already contacted Comenity bank, and they said it was their policy to add interest if an account was paid off.  I’m bringing this to BBB attention because I feel they put a negitive on my credit, and told me I didn’t pay my bills (rudeness) after I paid over 1500.00 to pay off the bills.  Their practice of giving a bill, then stating consumers need to hit a “save on interest” button to add EXTRA interest is unfair business policy. 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  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 was shopping at the Loft and Ann Taylor stores in on March 1, 2025. After being informed by a sales associate that I would receive a discount if I opened an account, I did so.

  
  For over a month I didn't receive a statement nor credit card. However around mid-April I received an email stating that I had not made a payment. I first attempted to get information on the phone and was told that if I didn't know my account number that I couldn't get any information. I kept calling and speaking with different people I was told that I had not received the statement or the credit card because they did not have an address for me (of course I had to give them the address in order to open the account) I gave her the address and was told I would receive a card.

  About a week or so later I received the card on April 23.
  I then went online and saw the statement information. It included a late charge, interest and $2.99 for having being mailed a statement. I then called customer service to complain regarding the extra charges. I was told that the extra charges were being removed If I went ahead and paid online for the amount of the purchases, which is what I did as well as cancelled the card. At that time I thought I was done with Comenity Bank.
  

  
  Now I've received a statement with a charge for an additional
  statement and interest on the 2 statements. I called today and was speaking with someone who said she was going to help resolve this issue but the called was dropped on Comenity's end.

  I called back and got a different customer service representative who said that statements will be mailed and charges for the statements will come until the payments for the statements are made. I said that I should not be charged for a statement If they made a mistake on my addtess and I never received an initial statement. She said that if I had read the information in the customer agreements it states that there a charges for paper statements.
  
  

  

  Business Response

  Date: 05/20/2025

  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.

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  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.

  My account was paid off in full on 2/01/2025. On 2/14/2025 they charged me interest on an account that was at 0.

  Then on 3/12/2025 they charged me a late fee, on 3/18/2025 charged me interest , on 4/12/2025 charged another late fee, 4/17/2025 charged me interest, 5/12/2025 charged a late fee, on 5/18/2025 charged more interest. The account was supposed to be at 0, fully paid off. Nothing left to charge interest on. They continued to do this unknown to me, and then put a derogatory complaint on my credit while my account was supposed to be fully paid off. I never received any correspondence from them, no emailed statements, no paper statements, no phone calls.

  Today 05/19/25, I received an email stating I owe a balance, and I didn't know why.
  This is very disturbing, they have created a mess with my credit. They need to be held accountable for this.
  

  

  Business Response

  Date: 05/20/2025

  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.

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  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 01/28/2025 I ordered two pairs of Woman Within Gahanna Pants from BrylaneHome FullBEAUTY brand. The customer service rep offered 3 Tunic's but I refused. I used a gift card as a store credit prior to this and used it removing $48.97. The pants were $19.98 per pair plus tax and shipping.
  Weeks went by and nothing showed up in the mail but my bill did with the charge for the pants and the tunics that I refused. I have contacted them 6 times to work this out where I get transfered 4 times before hanging up on me. Now I am getting harassment calls for collection.

  

  Business Response

  Date: 05/19/2025

  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: 06/03/2025

  From: ****** ****** <****************************************>
  Date: Mon, Jun 2, 2025 at 8:28 PM
  Subject: BBB Case # ******** ****** I ******
  To: <**********************************************************************************************>
  
  
  
  
  I received the attached letter from ************** on Saturday, May 31, 2025. 
  They mention nothing about refunding the $48.97 that they owe me for the returned merchandise credit in the attached ****************** Gift Card # *******************. I would like that refunded as they also didn't credit it to my account. 
  This bank has harassed and threatened me me with phone calls and texts for 4 months. 
  They have taken my credit score down to poor. They have made no mention of correcting my credit score. It was very good. It needs to be corrected ASAP.
  You, the Better Business Bureau, have been great! Without your help I don't believe that they would have ever stopped. They have a very bad bunch of CSRs in their call center.
  Thank you so much,
  ****** *.  Finney 
  

• Initial Complaint

  Date:05/18/2025

  Type:Customer Service Issues
  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 Victoria secret has called non-stop. They've called from private numbers, their actual number and several other numbers at least 6 times a day. Its harassment at this point. I have already talked to somebody regarding my account and they stated they put notes in. Stop calling me. Read the notes.

  

  Business Response

  Date: 05/19/2025

  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.

• Initial Complaint

  Date:05/17/2025

  Type:Customer Service Issues
  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 tried for over 5 years to change my address and it never was changed. All of my bills went to an address where I do not live. I called and paid off my card and closed my account. I was then charged interest and late fees I knew nothing about since I never receive a bill. I am furious since it is all your fault. I would like to be compensated for the money you are taking with no justification. Of course your call center in another country will not adjust these charges. I will not use your bank or shop in any stores where your card is offered. I refuse to do business with a company who relies on unaccountable representatives who cannot even change an address.

  

  Business Response

  Date: 05/19/2025

  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.