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:05/17/2025

  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.

  Comenity Bank (Kay Jewelers account) is being a predatory credit company and harassing me well I'm at work or home. The account in question was paid off in full per their employee on 11/06/24 for the amount of $1,069.23. They claim there was a remaining balance of of $44.00. If I was paying a payment of that amount why would I leave $44.00 dollars on the account. They refuse to admit their error and correct the damage they have done. Instead of working to fix the issue they are seeking $314.16 in fees that are unjustly filled on my account. This has drastically effected my credit score. I'm in the process of purchasing a home and now need to resolve this issue. Their predatory behavior by their employees demanding fees and being disrespectful and uncooperative in dealing with will not fix their error. Instead they are demanding excess fees and will not fix their wrong reporting on my credit report. They instead seek a settlement and are unwilling to fix their reporting on my credit report. They are not being immediately responsive to request to escalate this issue to higher supervisor who could possibly fix this issue. There error has cause me personal distress due to the fact I'm in the process of purchasing a home which needs to happen in a expedited manor due to personal circumstances. There error has the potential to cause me upward or more then $10,000 in extra interest charges on a possible mortgage loan. I have given them the opportunity to work with me to find a responsible solution to this issue but they are instead insisting on getting ill earned fees and payments. Account information is listed as follows phone number on account ###-###-#### ****** * *****.

  

  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: 05/31/2025

  The Credit Company admitted to their mistake but refused to restore the previous credit limit because it would take 45 days to remove their false reports from my credit reports. The company lied multiple times over the phone until I finally got forwarded to a supervisor who suddenly had the power to fix it after they received my complaint. They are refusing to admit that due to their error it has negatively and emotionally effected my life and mental health. They admit that the payment went in the day before it was due but that their system logged it as late in error.

  Customer Answer

  Date: 06/02/2025

  The account in question was paid off on Nov. 4, 2024 with a due date of Nov. 5, 2024. The credit company falsely applied a late fee and admitted that they falsely applied the fee on 5/31/25. They only removed the fee and all associated fees after receiving an initial complaint. They then refused to fix their error completely by removing all their predatory fees but not fixing the credit limit which can not be fixed on another card due to them taking 45 days to update their reporting to the credit reporting aggencys. They have lied repeatedly about the ability to fix this over the last month until they received the initial complaint and at that point admitted their error and fixed the account. They hung up on me 5 times in one day when trying to deal with them and even continued to lie or make assumptions when the first conversation of the day they admitted their error.
  
  
  restoration of credit limit due to their false reporting

• Initial Complaint

  Date:05/16/2025

  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.

  The Saks 5th Avenue credit card that Comenity Bank is in charge of is charging $2.99 for each month’s paper bill that is sent to my address. I pay all of my bills IN store by check and/or cash.
  They will waive that fee if I do my billing on line with a computer,
  I am a senior citizen and do not have a computer and do not want to have my banking information accessible to potential hackers.
  Is it legal for them to charge that $2.99 each month to send a paper bill to me at my home 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.

• Initial Complaint

  Date:05/16/2025

  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 had 2 accounts open with them for years in good standing. I had my payments automatically debited for years purposely so that they were never late. The experienced a flaw in their system and did not process a payment on both accounts and reported as late to my credit file. A total of 3 late payments reported. 2 late on one account and one month on the other account.

  I contacted them immediately because I was not even notified of this and thought the payments were still being debited as they were supposed to be. They informed me that they had experienced an error with their system. I owed a little over 4k left on both accounts. I paid them off to avoid any other error on their end that would affect me negatively. I asked that they remove their filing from my credit considering this was an error on their part and they were not helpful at all. I am extremely upset about this as I never missed a payment with them and obviously had the funds because I ended off paying off the entire account.

  I would advise not doing business with this company as they have caused serious harm to my credit due to their error and are not trying to resolve this issue whatsoever. Please help. Thank you.

  

  Business Response

  Date: 05/16/2025

  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:05/15/2025

  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 been being charged with late fees on my Hot topic credit card account. I have had auto-pay setup for years through my bank and the money either always comes out on my the due date (4th of the month) or it comes out early such as the Thursday/Friday before the due date if it falls on the weekend.Despite the fact that the money always come out of my account early or on time, I have been getting charged a late fee on my account every few months. Upon showing screenshot evidence that the money has been being sent out of my bank account early, ******************** has refused to give me a credit back claiming that the issue is not with their system but with my bank which has confirmed the bill is paid on time. I have many credit cards and other utility bills setup coming out of my bank account in the same way but this is the only one that I have had this issue with. I have included the a screenshot showing that for May which is when the most recent late charge was put on my account that the money came out on May 2nd, two days in advance of when my credit card payment is due. I can also provide more screenshots to the consistency in my payments coming out of my bank for other late payments (I can see 8 in my account) as well if needed. My desire is to have all late fees on my account reversed and reflected on my remaining bill.

  

  Business Response

  Date: 05/15/2025

  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: 05/18/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23333474
  
  I am rejecting this response because: 
  I have already reached out to my bank and have confirmed that payments for this account are automatically setup and do come out 1-2 days early if the payment due date falls on a weekend to avoid payments posting late as banks don't operate on the weekend.

  Also, as the account is closed due to the program ending between Hot Topic and Comenity and not due to delinquency or problems on my end, I'll request a refund for the late fees instead of a billing adjustment if it truly not possibly to adjust the remaining balance on my account.
  Regards,
  
  ******** *****

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair 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.

  This bank charged me a late fee on my Burlington credit card. First one I have. My payment was late a few days and the balance was paid in full a few days later.
  I asked for the fee to be reversed as it was an honest oversight and they refunded me 1/2 of the fee! Which is $15.
  I called. They said that I was late and I should have called them before the fee was accessed. Why would I call them before I am late if I did not plan to be late.
  I am requesting for the other $15 to be reversed please. I always pay on time.

  

  Business Response

  Date: 05/15/2025

  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:05/15/2025

  Type:Product 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.

  Purchased a scarf from JJill in Germantown TN in Dec 2024. Returned in less than 48 hours. Have receipt showing both transactions provided by ****** at the store. Was contacted by Comenity to inform me I had not received and paid a bill. Explained return. Continue to be billed and harassed. HELP!!

  

  Business Response

  Date: 05/15/2025

  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:05/15/2025

  Type:Service or Repair 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 1/31/2025. On 2/9/2025 they charged me interest on an account that was at 0. Then on 3/6/2025 they charged me a late fee, on 3/12/2025 charged me interest , on 4/6/2025 charged another late fee, 4/11/2025 charged me interest, 5/6/2025 charged a late fee, on 5/12/2025 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 unbeknown to me and then put a derogatory complaint on my credit while my account was supposed to be fully paid off.

  

  Business Response

  Date: 05/15/2025

  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: 05/15/2025

  I'm not accepting any response from the bank till their investigation is completed.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair 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 at this place is incorrect and no
  interest is to be on bought debt first of all.
  The cell phone I bought from ****** was not
  repaired , replaced or refunded when the warranty
  they sold me was in force and the phone stopped
  working and it was disputed with seller and
  then seller sold account after refusing to honor
  warranty . The balance is way way higher than
  it should be. the debt is time barred and there
  telling me it isn't. They never provided proof
  of ownership of the debt nor did they provide
  proof of the amount there trying to collect.
  bottom line this is time barred.

  

  Business Response

  Date: 05/15/2025

  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:05/14/2025

  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.

  Comenity Bank (Victoria Secret Credit Card) initially issued me a credit card in late Dec 2024. I was able to make a purchase online, but did not receive the actual card or a bill until months later. Not understanding why I didn’t receive the card or a bill I called for them to confirm they had sent it to a wrong address as it has been put in wrong on their end (per payment solution rep ***** the system selected the closest address to mine, but it wasn’t a valid address). So needless to say I made a payment immediately and set up payments moving forward. I was assured by THREE different agents 2 though Comenity and 1 though Victoria Secret that where it was an internal error I would not be reported to the credit bureau as being late. Despite this my credit report is still showing that Feb payment is 30 days late. Each time I call I am told to call the credit bureau, however the credit bureau is saying Comenity Bank needs to report that payment as not late, not their agency.
  I should not have to suffer with a late remark on my credit report because you guys sent the bills to the wrong address. Please fix asap!

  

  Business Response

  Date: 05/14/2025

  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:05/14/2025

  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 January 17, I made a purchase from Venus Fashion using my Venus-branded Comenity credit card. On January 24, I returned the items from this order using shipping label provided by Venus (attached). The return was received by Venus Fashion on January 29th at 11:12 AM. I have attached proof of delivery.
  
  I have been receiving credit card bills since that order stating that I owe them for the purchase. I have since called Comenity twice telling them the issue. And, I filed a Better Business Bureau complaint against Venus. Venus responded confirming they made a mistake and offering to send a check. However, nothing has happened:
  • I did not request a check – I requested a billing adjustment.
  • My credit continues to be damaged as a direct result of Venus and Comeity’s communication failures.
  • I am preparing to file small claims in this matter to have it resolved.
  
  What I want is the following:
  • My balance at Comenity adjusted to $0.
  • All negative credit reporting removed from my account.
  • A written acknowledgement from Venus confirming they have correctly reported the refund status to Comenity.
  • A written acknowledgement from Comenity acknowledging that there is no balance due and all negative reporting has been removed.
  
  I am leaving town for cancer treatment soon and cannot continue to be negatively impacted by this false and inaccurate credit reporting. I may not receive any mail or phone calls once I leave for several months.
  
  

  

  Business Response

  Date: 05/14/2025

  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: 05/27/2025

  I have not received any contact from Comenity as of yet. I have previously called twice to resolve the issue, spoke to a representative, and was told I had to contact Venus to resolve the issue. Venus has indicated Comenity is unable to work with them directly to resolve the issue, citing my 'privacy' as the reason they're unable to provide a basic level of service. I am happy to waive my privacy concerns to get this resolved, as I am in active cancer treatment and do not have time to continuously follow up on this.

  I am unable to provide an account number other than to say it ends it *****. The account number does not appear on statements and I shredded the card after I made the last return. 

  Account ending in 2597

  ****** ****** *******

  ************************************

  *****************

  *************************************