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:05/06/2025

  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 spent ****** Credit Card points to receive $100 PlayStation card and I never received my Playstation code. I spent the points on April 15th, 2025 received an e-mail receipt with Order number ******** and a notice stating I would receive the Playstation code in an future e-mail. I never received that e-mail. I have called into points redemption line multiple times each time they stated it would be another 2-3 business days. The last time on May 1st, they stated they where submitting a new redemption for the ****** points and gave me a confirmation number of 4857. I never received that and today they stated they can not help me and I would need to call Playstation. My ****** points have been subtracted from my benefits and I have received nothing.

  

  Business Response

  Date: 05/06/2025

  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:05/06/2025

  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.

  BBB transcribed from hard copy complaint form received via US Mail:

  King **** / Comenity Bank is scamming me for *****. They say I didn't pay and nver notified me of it. Now Comenity Bank is trying to charge me almost 276.00$. I think and is messing my credit up. I've heard several people say don't order from King **** casue they will cheat you out of money. Now I know it's true.

  

  Business Response

  Date: 05/06/2025

  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: 06/09/2025

  From: InquiriesHAMMOND,******* - Voicemail box 204 <********************************************>
  Date: Mon, Jun 9, 2025 at 12:24 AM
  Subject: Voicemail from InquiriesHAMMOND,******* at ************** on Jun 9 2025 12:20 AM
  To: <*********************************************************************************>
  
  
  
  
  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Monday, June 9 2025 12:20 AM
  From: InquiriesHAMMOND,******* **************
  Duration: 2 minutes 20 seconds
  Voicemail box: 204
  Transcript:
  Yeah, this is ******* ***** *** and phone number seven four zero six six three seven zero four six I'm calling about a complaint. I put it in about a month or so ago against king-size mailwork had an old clothing outfit and They're trying to say that I had a credit card with them I never had credit card with them ending in seven four five eight and they turned it over because their bank is community bank and the bank is saying that I owed them 60 some dollars and that was 16 dollars or something I forget and it turned into 275 dollars or more and they've been messing my credit up putting late payment charges on my credit score for years this happened a long long time ago and I'm sick of it I'm about ready to sue them I want it dealt with, I want it done, I want it over with, and I want them to get off my back and get this fraud. They're charging me for something I never had, they never notified me of. And they charged me for something they never notified me of, and I'm sick of it. They ran a bill up, they ruined my credit, all these late payments, I'm sick of it. It's the fraud. My brother told me, don't order from them, and he was right, but I ordered from them and they messed me over big time. I'm sick of it. The correspondence number that you gave me was ********, but they handed over to the ************** with Kingsides handed over to Midland Credit Management and they're trying to buy it back from ******* Credit Management, ************** and deal with it with me. I ain't dealing with them because I never run their charges up with them. They're trying to rip me off. And I want something done about it and soon because they're ruining my credit. Thank you. Again, this is ******* *******. My number is ************. I won't be here tomorrow morning, but I'll be here in the afternoon all week. Alright, thank you. Bye.
  Rate this transcript's accuracy Star rating

• Initial Complaint

  Date:05/06/2025

  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 submitted an application with *************** which this bank owns. Their automated system flagged our application as fraudulent because they have a system that overrides user submitted information.

  Nowhere in the application process is this disclosed and all correspondence from ***** is directed to my partner.

  I contacted the company on Friday and was told that they removed my partner's information from the original ************** partner and I resubmitted an application with her contact info (cell phone number, SSN, DOB). They rejected it stating that her info is attached to another application despite the company's employee saying they deleted the info.

  I contacted them again this morning and was told they're unable to delete this information.

  Bread/Comenity's employee outright lied to **** do not trust this institution with my or my partner's private data.

  I want it deleted from their system, but their employee refused to put me through to a supervisor or direct manager stating there's none available.

  

  Business Response

  Date: 05/06/2025

  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:05/06/2025

  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.

  This ******** Secret credit card was open without my agnowlagement and authorization. Please can you remove this account from my ********************** report

  Customer Answer

  Date: 05/06/2025

  It's a medically related collection that should not be shown non the personal report

  

  Business Response

  Date: 05/06/2025

  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: 05/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23290957
  
  I am rejecting this response because: It's a medically related collection that should not be shown non the personal report
  
  Regards,
  
  ***** ******

  Customer Answer

  Date: 05/06/2025

  Please let's resolve it as soon as possible

  Customer Answer

  Date: 05/06/2025

  Please let's resolve it as soon as possible

  Customer Answer

  Date: 05/28/2025

  
  
  ***** ****** <**********************************>
  7:11 AM (34 minutes ago)
  to disputeresolution
  
  
  23290957 Complaint 
  Please remove COMENITY ******** SECRET account from all three credit bureaus accounts credit reports and from the secondary data credit bureaus as well as it says on the letter from the creditor 

• Initial Complaint

  Date:05/05/2025

  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.

  Hello, I used bread financials service to finance a computer from digital storm in January 2025. Come march 25th of 2025, I call digital storm to ask about the status of my computer, and they tell me it still hasnt started to be built. I cancel my order and ask for a refund which they do, but they give all of the money to bread financial. I put a deposit of $5500, and a one time payment of $900 with 0% interest during this time. I dont know why the computer company gave all of my money to the financial company but regardless ever since April 21st, they keep giving me the run around promising I will receive a tracking update for my check, within 24/48 hours. Its almost been two full weeks and Ive still yet to receive said update. Ive even called to ask for a manager and they say the same thing! A manager will return my call in 24/48 hours. I feel like my money is being held hostage at this point or they just arent going to return it. Any way, I didnt know what else to do so I hope this complaint will help get this resolved thank you.

  

  Business Response

  Date: 05/05/2025

  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:05/05/2025

  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 contacted by a collection agency representing this bank- I am writing to file a complaint against Comenity Bank / SPMNGVSA, located at: **************************************************

  Since last year, I have been repeatedly contacted by this bank regarding a debt they claim I owe for the purchase of four tires in *****. Despite having no knowledge of this transaction and no connection to it, I was subjected to persistent phone calls. These calls eventually stopped, but I have now discovered that Comenity Bank or the collection agency has reported this alleged debt to all three major credit reporting agencies, negatively affecting my credit report.

  I am requesting that the BBB assist me in having Comenity Bank investigate this matter properly and remove the erroneous information from my credit history.

  A simple verification of my Social Security Number against the one associated with the account in question should be sufficient to confirm that I am not the individual responsible for this debt.

  

  Business Response

  Date: 05/05/2025

  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:05/05/2025

  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 never intended to open a Comenity Bank credit card. While purchasing soccer goals at **************, the cashier strongly encouraged me to apply at checkout. I agreed out of politeness.

  However, the card was never delivered to me because the cashier entered the wrong mailing address. I later requested Comenity Bank to correct the address, but I never received any mail or credit card. I had no way to access the account, check my balance, or receive statements.I visited the store and asked about my balance but they couldnt help without a card.

  I called Comenity Bank several times, paid what I was told was the full balance, and asked to close the account. I was told it was closed.

  Later, I discovered a $216 balance on my Credit Karma report along with late fees and negative marks. When I called again, the representative said they couldnt verify my balance because the account was closed.

  I paid the $216 again just to stop the damage.I also requested a Zero Balance Letter several times, and it was promised but never sent.

  I never received my account number, despite asking multiple times.This issue has also been submitted to the ************************************ (****). Complaint ID: ***************.

  

  Business Response

  Date: 05/05/2025

  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:05/04/2025

  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 4/2/2025, I went onto the bread financial app to make a payment on my Kay’s Credit card. When I tried to log in a pop up appeared on my screen saying “It’s not you, it’s us. We are experiencing technical difficulties please try again later”. I backed out waited until the next day and tried again. I got the same pop up. I even went to my App Store and made sure my phone had the latest version of the app and it did. I tried this everyday leading up to the day of making my credit card payment and kept receiving the same pop up. I tried again on 4/7 and 4/8 but still had no luck. On 4/9/2025 I was finally able to log in and make a payment. But to my surprise I had a late fee charge. I attempted to securely message someone in the app and they credited me $15.00 of the $30.00 late fee. I then asked them again why I was being held responsible for a late fee that I could not control because of the app being unavailable leading up to the day of my payment. They told me that I could have paid other ways if I would have looked at my account information. But how could I do that if I was unable to log into the application?
  They also said I was only eligible for a one time late fee credit of $15.00. And since they had did it once they were not going to do it again. All I am seeking is for my credit score to be adjusted for a late fee I could not control and a credit of the late fee I should not be responsible for.

  

  Business Response

  Date: 05/05/2025

  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: 05/05/2025

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

• Initial Complaint

  Date:05/02/2025

  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.

  ***** ************** ** ********* *** **** * **** ******************************************5/1/2025
  CB/LNBRYANT
  ** *** ****** ********* ** ***** 
  \
  Subject: Dispute of Debt and Request for Validation
  Dear CB/LNBRYANT,
  I am writing to dispute the validity of the debt referenced in your correspondence dated JUNE 30,2021, which claims I owe a debt of $403.00 to CB/LNBRYANT
  Under the Fair Debt Collection Practices Act (FDCPA), I am requesting that you provide proper validation of this debt. Please send me the following information:
  1. The amount of the alleged debt;
  2. The name of the original creditor;
  3. A copy of any judgment (if applicable);
  4. Proof that you are authorized to collect debts in California;
  5. Documentation showing that I am legally obligated to pay the debt, such as a signed agreement or account statements.
  Please treat this letter as a formal dispute of the debt. Until this debt is validated, you are required by federal law to cease all collection activities, including reporting this debt to credit bureaus.
  I also request that any future communication be in writing only.
  Thank you for your attention to this matter.
  Sincerely,?
  ***** *********

  

  Business Response

  Date: 05/02/2025

  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:05/01/2025

  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.

  They charge double for late payments. I always pay on time. I don’t want them trying to ruin my excellent credit because of something I DID NOT DO!
  Is it legal to double charge someone like this? I never heard of anything like it. I will never deal with them again!

  

  Business Response

  Date: 05/02/2025

  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: 05/13/2025

  
  
  InquiriesPALAZZO,CY - Voicemail box 204 <********************************************>
  Attachments
  Mon, May 12, 3:46 PM (20 hours ago)
  to info
  
  
  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Monday, May 12 2025 3:43 PM
  From: InquiriesPALAZZO,** **************
  Duration: 1 minute 42 seconds
  Voicemail box: 204
  Transcript:

   
  My complaint is against Comenity ***** Beauty. The complaint number is ********. I had sent in a complaint before. I just can't believe it's possible that a company can get a bill, a check for the bill. I see it was paid. It was paid soon enough. I sent it out immediately, but I believe they held it and waited until after the date when it was due. And they're trying to charge me double plus an additional $2, so a $24.35 charge could end up to be $50. It's ridiculous. I can't believe it's legal, and I'm going to carry this on as far as I have to. I'm not going to be charged for something that is already paid. I cannot believe community sent the only correspondence I got from them was something saying how did you agree with our response? Oh, I told them how I agreed with it. I didn't agree with it at all. I think it's corruption. And I'm not happy about it. So my name is **** *******. My phone number is ************. And I can be, you know, called sometimes I'm busy in the daytime, sometimes I'm not. Probably tomorrow is going to be a busy day, which would be Tuesday. Wednesday would be more open. But I do expect to hear from you, and I'm going to carry this up to the, you know, Attorney General of the State of Ohio. Thank you. Bye.