Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,429 total complaints in the last 3 years.
- 1,323 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:05/13/2025
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 purchased a gift card with credit card reward points and it hasn't been sent and they won't help me. Was hung up on twice by representatives when they said they were going to transfer me to someone that could help.
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:05/13/2025
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 Bank recently closed my Victoria's Secret retail credit card that's been open since 2009 without ANY WARNING. This hurt my credit score. I haven't used this card since 2023/2024 because I only make purchases at this store occasionally and have been doing this since 2009. The company did not send me one email or a letter in the mail letting me know that I need to use my card to keep it open. They just suddenly closed it, I got an alert from the credit bureaus and noticed my credit score dropped. I messaged the credit card company and all they could say was they closed it due to inactivity and I would need to open a new account. I'm shocked they would not notify their card holders that the card needs to be used during a certain time period to keep it open and would just close it without any notification or warning.Business Response
Date: 05/13/2025
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.Business Response
Date: 05/13/2025
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:05/12/2025
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 January 12th, 2025, my husband and I purchased tickets on *******. We had entered to travel from Hays, KS to New Orleans, LA. However, when we purchased them, we did not see that it had reverted to traveling from Kansas City, MO to New Orleans.
My husband looked up a 1 (800) number to call to correct this.
In doing so, they sent me an email to authorize the modification and to charge my Bread Cashback AmEx Card. I authorized this. We were told that we would receive an email regarding the purchase, with our itinerary within 24-48 hours. We gave it time; but when we still had not received the email (and we also checked our Spam folder, to make sure it had not gone there), my husband called the number listed at the bottom of the email. He called them several times. At first they told him that they had refunded the money; which they hadn’t. Then, they kept telling him that we would receive the email within 30 minutes. We never received it. My husband called them 9 times on January 17th, and was told multiple times that we would receive the email with the purchase and itinerary within 30 minutes. We still never did.
We then filed a dispute with Bread Cashback, since we never received what we had “purchased”. One of the times that we were talking with the representative from Bread Cashback, they pointed out that there was a phone number listed on charge showing on my account.
We then attempted to call that number, multiple times. However, that number was not a working number. We received a recording “welcome to ******* ********. Your number cannot be reached as dialed…”
When accepting Bread Cashback, we were told "Purchase with Confidence". We never received the airline tickets that we purchased; but were still charged. Our dispute was denied because we didn't provide a bill of sale; but we explained we never received a bill of sale or anything from them.
We provided EVERYTHING that we had. We are out almost $1800; and got nothing for it.Business Response
Date: 05/13/2025
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: 05/13/2025
I accept the business's response to resolve this complaint.
Regards,
****** ******Customer Answer
Date: 06/16/2025
****** ****** <***************************>
Attachments
Fri, Jun 13, 9:51 PM (3 days ago)
to ******************************************** ******
Good Evening!
When I filed a complaint with the BBB, I was given the complaint number of ********. I was also told that once I hear back from the company that I filed the complaint against, to return to the BBB and submit a copy of their letter. However, I am not able to find where to submit it on the BBB website. I am attaching a copy of the letter that they sent me; and the response I have to it.
In the letter they say that I did not submit sufficient documentation, such as "proof of promised refund". My complaint NEVER made any statements of "Promised Refund". My complaint was that I had attempted to purchase something (airline tickets); and never received them. That it was scam. I submitted everything that I was given, including the email from the place that was supposed to send me my airline tickets confirmation and itinerary; but never sent it. The phone number listed on the charge on the credit card statement was a fake number and did not work. I also submitted a screenshot of all the calls that we made to the original phone number that we had; and that everytime we talked to them, they would tell us that we would receive an email with the ticket information within a certain period of time; but they would never send it.
With AMEX, they say "purchase with confidence". However, I have no confidence when I was charged almost $1800 for something that I never received.
****** L ******
Hays, ******
************Initial Complaint
Date:05/12/2025
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.
This account has been paid off but they still continue to report it to credit agencies. Saying I owe and am delinquent in paymentsBusiness Response
Date: 05/12/2025
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: 05/12/2025
I've contacted them several times. They refuse to respond to me.
Regards,
***** ********Initial Complaint
Date:05/12/2025
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.
i made a purchase of approx ****** several months back. i made a ***** debit card payment and then the remaining ****** through my banking online service. apparently the ****** payment was applied to a older account with a zero balance due on it.
they accepted that check and applied it to the zero balance account and then started sending me past due notices with late fees and interest charges added. i talked to them on the phone and they then realized that my payment went to the wrong account. they told me i would have to request a refund and then pay all the late fees and intrest on the actual account.
I told them that they simply need to take the ****** payment and apply it to the correct account. I told them i would not pay any late fees or interest as i feel it was bad business on their part to have not caught the error and also were requiring me to pay all the penalties.
they eventually sent the ****** refund check to me without me asking for it.
at this point i refuse to cash that refund check without them first reversing the penalty charges and sending me a new statement showing a ****** balance first. for now that refund money is theirs and they can make all this right by applying that money to the correct account.
these are my wifes accounts and at first they would not talk to me for what they called security reasons and so i had my wife tell them that it was okay to talk to me and that is how i've gotten as far as i have. my wife has recently developed dementia and struggles to take care of financial things.
so you know, her name is ****** post and my name is ****** ****. i would greatly appreciate you help with this matter. thank you.
Business Response
Date: 05/12/2025
Dear ******* *****,
FullBeauty ************, owner of the ******** brand of products (collectively,"*****************") received complaint ID ******** from *************** forwarded from
your office, and we are writing to respond.
We understand that ******** made a purchase of approximately $175.00 several months ago, paying $30.00 with a debit card and $145.00 through online banking. Unfortunately, the $145.00 payment was mistakenly applied to an older account with a zero balance. Although the payment was accepted, ******** received past due notices with late fees and interest charges.
******** spoke with a representative who recognized the error but informed him that he needed to request a refund and pay the penalties. ******** insisted that the $145.00 be applied to the correct account without any fees. Subsequently, ******** was sent a refund check for $145.00 but refuses to cash it until the penalties are reversed and a new statement showing the correct balance is issued.
Our records indicate that ******** placed a telephone order with KingSize on December 16, 2024, for four pairs of pants totaling $170.80. This amount was charged to her KingSize credit card account on December 17, 2024.
We apologize; ******** is experiencing issues with her KingSize card account. ***************** cannot assist ******** with her requests concerning her credit card; Comenity Bank is the issuer of this credit card. ***************** does not have the ability to accept payment, remove fees, change due dates, cancel a card, nor does it have the ability to make changes to a customer's ********************** report. We ask that she work directly with the Better Business Bureau and Comenity Bank if she needs assistance with this matter.
Comenity's Contact information is as follows:
Comenity Bank
PO Box 182782
********,** 43218-2782
**************
We thank Mr. ***** ******** for taking the time to inquire and trust this resolves this matter. We apologize for any inconvenience.
Sincerely,
*** ****
*****************, Executive Communications
Office: ************** | Fax: **************
**************************************Business Response
Date: 05/12/2025
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.Customer Answer
Date: 05/19/2025
[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,
****** & ****** PostInitial Complaint
Date:05/12/2025
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.
I opened up an Ulta Beauty Credit Card, handled through Comenity Bank, around December 2024. I never received the first paper bill and so a late fee and an interest charge were charged. I immediately paid the bill in full, and per my reach out to Comenity, all charges because of a late payment were to be removed. Unfortunately, they only removed the late fee, not the finance charge. As a result, unbeknownst to me the finance charge stayed on, and thereafter I was getting rid of old mail and saw that there was still a balance on my card. I messaged Comenity about it and they told me they could only remove the charges once. I've continued to contest the charges, and they've continued to charge me new finance charges and interest - all on interest that was already supposed to removed the first time. I tried to just pay and close the account, but they continually assess these charges regardless. As I've told them, they've handled this the same way before on a Loft Card I had with Comenity. I should have learned the first time around. They have a habit of consumer fraud clearly.Business Response
Date: 05/12/2025
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.Customer Answer
Date: 05/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23317231
I am rejecting this response because:they have not sent me any response at all
Regards,
***** **********Initial Complaint
Date:05/10/2025
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.
I paid my overstock bill off in January for the full amount that was identified as being due. I haven't heard anything from Overstock until I received an email stating I owed $88.76. I was confused as to why I owed the company anything since I had paid it off. I was worried someone had my information. I contacted the company to inquire about this charge. They told me it was interested from November that wasn't added to the December bill. I explained I haven't heard from them at all offering to explain this to me. They suggested (Very Rudely, with a giggle) I check my Spam. I don't understand why the email would go to Spam all this time and then finally hit my regular email. I offered to pay the ridiculous charge of $4.47 and they refused saying that I owe them the $88.76, which is nothing but interest and late charges on the $4.47 interest charge.Business Response
Date: 05/12/2025
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.Customer Answer
Date: 05/27/2025
From: ****** ******* <*****************************************>
Date: Fri, May 23, 2025 at 5:31 PM
Subject: Complaint #********.
To: <**********************************************************************************************>
Good Afternoon,
I received an email saying BBB was closing my complaint because they havent heard from me. The previous email I received stated Comenity Bank was supposed to be contacting me about this complaint. I was also instructed by BBB That I needed to be patient because BBB couldnt confirm how long I would be waiting for the Comenity Bank response. They havent heard not contacted me at all about this matter. I dont know how I need to move further with this complaint. Could you please advise me?
Thank you
****** ****** *******Initial Complaint
Date:05/10/2025
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.
I had a Kay Jewelers credit card, I paid the balance in full in 7/2/2024 and requested for the account to be closed.
I was then charged interest on a purchase that was paid off. Assuming the account was paid in full and closed.
After many phone calls I went to a Kay Jewels location and was told there was a balance of $345.15 for late fees, again for an account that was paid off. Reluctantly on 2/6/25 I made the payment in full in the amount of $345.15 and requested the account to be closed AGAIN.
As of 5/10/25 there in ANOTHER balance of $178.19 in late fees for the account that was paid off two times prior and supposed to be closed. When speaking to Comenity bank, and explaining the situation they offered to close the account after paying the balance again. I requested to speak to a Supervisor and was placed on hold, only to have the call disconnected.
Business Response
Date: 05/12/2025
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:05/10/2025
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.
Commenity is the issuer of my ******** secret credit card.
On or about January 2025, I noticed that I wasnt receiving my paper billing statements so, I called ******** secretary customer service to inquire. I provided the information requested so a resolution could be made. I was also told by the ***resentative assisting me that any late fee would be waived and my account balance was also discussed at that time and made my payment .
The following month I called in to verify my balance , paid my balance and my understanding was that my balance was paid in full. Last week I received communication from ************** stating that my account needs attention. I called, spoke with multiple ***resentatives as my call kept getting disconnected. I made a total of 5-6 calls and spent approx 90 minutes trying to get an answer regarding the misinformation I had received about my account balance. I spoke with account supervisors as well as customer service ***resentative to no avail. Inspite of my attempts to rectify this wrong, I failed. I was told that my account had been changed about $150.00 in late fees and that my purchase balance was $80.00. I requested to have the late fees waived and offered to pay my purchase balance in full unfortunately, my request was denied.
I requested to have my call escalated but was refused, no resolution was received as Commenity still refused to waive the excessive late fees! I filed a dispute and have not heard back currently.
My questions are: Why was I told by a ***resentative after making my payment in February , my balance was zero, if it wasnt, why was I charged a late fee when my payment was made on the due date ( I ask about this and was told that because, my payment was made after 5pm. I told *** I wasnt aware as I did not recall being informed of this cut off time), if I had a balance in Feb. although I was told I didnt, why did Comenity wait 4 months to inform me? They have ***orted me 60 days late. This is wrong!! Thank you
Business Response
Date: 05/12/2025
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.Customer Answer
Date: 05/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23312362
I am rejecting this response because:
I received a letter from Comenity Bank stating that they have suspended the use of my ******** secret credit card due to recent delinquency. There is no mention of the status of the dispute I filed regarding my account balance.
Regards,
***** *****Initial Complaint
Date:05/09/2025
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.
In April 2023, I purchased a couch for approximately $2,300 from The RoomPlace. At the time of purchase, I opened a credit card through The RoomPlace, issued by Comenity Bank. The salesperson explained it came with a two-year 0% interest promotional plan, and interest would only apply to any remaining balance after the promotion expired.
However, I later discovered this was a DEFERRED interest plan.On April 8, 2025, the day the promotion expired, I was charged $1,314.03 in accrued interest. At that time, my balance was only $273.61, and a scheduled automatic payment of $165 was processed on April 11. I became aware of the interest charge on April 17. I initially believed this was a mistake. I attempted to speak with the original salesperson, only to find out the store had closed. The next morning, I contacted both The RoomPlace and Comenity Bank and was advised to send a dispute letter to the corporate PO Box, which I mailed on April 21. In good faith, I also paid the remaining balance of $108.61 to show I was a diligent and responsible customer.
Since sending the letter, I have contacted The RoomPlace and Comenity Bank multiple times and have spoken with over 20 representatives. Unfortunately, no one has been able to confirm receipt of my dispute letter, and no action has been taken to reverse the interest charge.
I feel misled and frustrated. At the time of sale, the terms were not accurately communicated. Had I been informed that this was a deferred interest plan—with interest accruing throughout the promotional period—I would have made different financial decisions.
This experience has left me feeling that The RoomPlace and Comenity Bank are engaging in deceptive advertising and predatory lending practices.
I respectfully request that Comenity Bank and The RoomPlace remove the $1,314.03 interest charge and ensure that future promotional plans are clearly and honestly disclosed to customers.
Thank you for your attention to this matter.Business Response
Date: 05/12/2025
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.
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