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 75265 Dallas, TX 75265-0001

• 

  Comenity Bank

  PO Box 659465 San Antonio, TX 78265-9465

• 

  Comenity Bank

  PO Box 650972 Dallas, TX 75265-0972

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:05/01/2025

  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.

• Initial Complaint

  Date:05/01/2025

  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.

  I opened a Midas credit card account in October when I needed to ***lace an AC Fan unit in my truck on my way to work. I paid for the ***airs with my card under a special promotional financing program.

  In December, I contacted ***** customer care to set up payment arrangements so that the charges would be paid off and no interest would accrue. The bank ***resentative calculated the payments for me so that the balance would be paid off by February. All payments were auto drafted, on time, without being returned.

  The payments are as follows:

  (1) Dec 19, 2024 - $120.71

  (2) Jan 10, 2024 - $150.00

  (3) Feb 10, 2024 - $150.00

  Unbeknownst to me, in part due to not being able to create an account as I didnt have the physical card with me (I work in ********** and live in *******), the bank *** did not account for paper statement fees and, as such, my account became late in April due to $8 not being paid. However, I was under the impression that I owed no more money. Only when it became late and I got notified by ******** did I find out. I immediately contacted Midas and Comenity requesting a good faith correction to my credit ***ort and making the payment to bring my balance to zero (they refunded some charges) - and a letter was mailed to my house (that was never delivered) and then they closed my account without warning.

  This has been disastrous to my credit, and borders on deceptive marketing and bad/illegal business practices. Adding charges to ones account whilst prohibiting them from being able to enroll in the program that would stop the charges because the physical card is not in hand is completely unacceptable.

  I accept responsibility for any shortcomings of due diligence I had, but I did everything I could have done to ensure the account was paid as agreed - which it was!

  Again, I was unable to access any statements because Im ***** miles away from home. Im hopeful Comenity does the right thing. Thank you.

  

  Business Response

  Date: 05/01/2025

  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: 05/02/2025

  [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,
  
  ******* W. ********

• Initial Complaint

  Date:04/30/2025

  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 purchased an item from Catherines using my Catherine's card, but when it did not fit; I returned it. Catherine's offered me store credit for the item in order to continue charging the Catherine's credit card interest.
  
  I requested they cancel the store credit and return the charge, which they agreed to; but Comenity bank is still charging interest on a card with a voided purchase. They have called my home at odd hours on the weekdays and weekends, bordering on harassment.
  
  This has now affected my credit and is lowering my chances of purchasing a new vehicle at an acceptable price for my budget. Comenity is harassing and preying on senior citizens.

  

  Business Response

  Date: 05/01/2025

  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:04/30/2025

  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.

  Good day I have made some purchases from Academy sports on 3/12/25. I have been away for a while. I had to have surgery on my back so I didnt return until the end of March. I was at home. Recovery was not able to return items until I was able to on April ***** refunds were applied to my account. I returned every item on April 17, 2025.. apparently the credits were not properly applied, and I was charged a late fee and an interest charge for every item that I have already returned. I was told that my late fee was being returned yet they would not remove the interest charges for the items that I know no longer had in my possessions that were again returned on April 17 of 2025. So now theyre trying to charge me interest of ***** and late fee of $30.00. It is absolutely horrible that I have to go through this that Company would want me to pay $53.34 for late fee interest on items that were already returned. I tried to speak to several people in Management, and though they agreed that I know were returned. They still would not help me with the chargesso now I have to do this through the Better Business Bureau. Thank you.

  

  Business Response

  Date: 04/30/2025

  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: 05/12/2025

  [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.]
  Also, I have not heard from Commenity about this issue and if I do not hear from them in an acceptable period of time, I will re-file or open up this complaint again
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** F ******-*******

• Initial Complaint

  Date:04/29/2025

  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 opened a Michaels credit card, which is managed by Comenity Bank. After applying, I did not receive the physical card or full account information. Despite having no access to my account, late fees and interest charges began accruing almost immediately.I made a minimum payment without even having my account number, just to avoid further damage to my record.

  Once the card finally arrived, I found that three months of interest had been charged. When I contacted Comenity Bank customer service to explain the situation, they refused to reverse the charges.

  In my opinion, a responsible bank would have offered a courtesy adjustment, especially considering that the delays appeared to be caused by their own internal processing. Instead, I was left paying unnecessary interest charges for an account I couldn't even access.

  I would urge others to be cautious before opening any credit account managed by **********************.

  

  Business Response

  Date: 04/29/2025

  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: 04/29/2025

  [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,
  
  ******** ********

  Customer Answer

  Date: 04/30/2025

  From: ** ******** <*****************************>
  Date: Tue, Apr 29, 2025 at 4:19 PM
  Subject: original complaint 23264151.
  To: <**********************************************************************************************>
  
  
  
  
  original complaint 23264151.  
  
  
  Sorry this is not actually resolved.  Please re-open.

• Initial Complaint

  Date:04/29/2025

  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 12/29/2024, while at a BUCKLE store, I was approved for a line of credit by Comenity Bank for $175. I used this $175 and paid the difference with my debit card.

  On 1/5/25, I contacted Comenity Bank asking if my new cc was in the mail and explained that when I logged in, it did not show an active account (I'd had a BUCKLE card about 2 years prior to this). I was told by the rep on the phone that I had a zero balance (after verifying my name, address and ss#).

  
  On 1/12/25, I called Comenity Bank again to verify, because after thinking about this, I knew I had used a line of credit on 12/29/24. I also called the BUCKLE store I shopped at, and they confirmed that I used a debit card for the purchase.
  

  In Feb 2025, on my Experian credit report, a negative impact posted from Comenity Bank for late payment. Immediately I contacted them and explained the situations above. Again, they confirmed I had a zero balance but could not explain the credit report information.
  

  In March 2025, late fees and interest showed up on the delinquent info on my credit report.
  Finally Comenity Bank told me they used my married name .... which changed on 5/18/2017 when I divorced (WHY WOULD THEY DO THIS)? I explained that was their error and have been offering since Jan2025, to pay my $175 and as of 4/29/25, they STILL HAVE NOT sent my cc or a statement, or anything but keep saying I'm required to pay late fees and interest, for THEIR mistake. (I've not used the last name ******** since 5/18/2017 when I divorced).

  
  I have repeatedly asked them to send me a statement or my account number so I can go online to the correct account and pay the $175 of the original purchase.

  I am NOT paying late fees or interest for their mistake, and they need to IMMEDIATELY remove the negativity from my credit report.

  

  Business Response

  Date: 04/29/2025

  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: 04/29/2025

  Since 1/5/25 up to 4/29/25, I have reached out requesting to pay the $175 and was given not only incorrect information of having a zero balance,  but found out that comenity bank opened an account under a name I have not used for more than 8 years prior to the original purchase date, never mailed me a credit card or statement since opening the account on 12/29/25, refuses to mail a statement or the credit card, had tried to charge me interest and late fees because they will not provide me with my amount number. 

  While I was typing this response, comenity bank collections called me again. Their people do not listen and do nothing to resolve this situation. They refuse to mail my card or a statement to me but always verify my mailing address. 

  WHAT DO I DO?
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/29/2025

  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.

  ************** is calling me everyday from a number with blocked caller ID everyday looking for someone that I dont know - I responded several times that I dont know that person and they keep calling me everyday. If this issues dont now get resolved right away - I will file a complaint with *** and CFPB. Please stop calling ************

  

  Business Response

  Date: 04/29/2025

  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: 05/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23263951
  
  I am rejecting this response because: remove my number ********** from you files and stop contacting me I dont have any account late so stop harassing with blocked caller id calls 
  
  Regards,
  
  Ozi **********

• Initial Complaint

  Date:04/29/2025

  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 have 2 credit cards from Comenity ************ they are Ulta Beauty and ********** Secret. The bank has closed the credit cards without my knowledge because I had not used the cards in a while. There is no balance on the cards. I was in a Ulta Beauty store some months ago trying to buy an item with the credit card and it was declined. The salesperson said the card was closedown. I said I had not used the card in a while, and she said that is why the card war closed by the bank. I did not know the card was closed. My complaint is the bank did not let me know they were closing the card. The bank could have mailed me a letter or emailed me telling me to use the card or they will close it. They just closed the card without telling me anything. My ********** Secret credit card from Comenity ************ is closed also. They did not let me know they were closing that card also.

  Customer Answer

  Date: 05/05/2025

  Consumer called BBB - stated she wants Comenity to reopen both credit card accounts, Ulta Beauty and ********** Secret,  so she can use them.

  

  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: 05/28/2025

  CS RequestELLIS,********* - Voicemail box 135
  Attachments
  11:42 AM (2 minutes ago)
  to me
  
  
  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Wednesday, May 28 2025 11:39 AM
  From: CS RequestELLIS,********* **************
  Duration: 1 minute 9 seconds
  Voicemail box: 135
  Transcript:
  Hello ********, this is ********* *****, my complaint number is 2 3 2 6 1 9 4 3 again *************** my phone number is ******************* again ******************* I was calling you about the complaint I did get a letter from ************** and I was calling and telling you about that and what should I do next. So give me a call and I'm going to tell you this, I got, because I was, you know, I saw a complaint against Community about my two credit cards, they closed because of inactivity and they sent me a letter back that I did complain to you guys. So, please give me a call and you can tell me what to do next. ****. Bye-bye.

  Customer Answer

  Date: 06/17/2025

  From: '********* *****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Date: Mon, Jun 16, 2025 at 9:18 PM
  Subject: Complaint # ********
  To: Better Business Bureau <**********************************************************************************************>
  
  
  
  
  As a devoted credit card holder with Ulta Beauty and ********** Secret I feel disrespected, because my credit card accounts were closed without my knowledge. This action caused me great embarrassment as I was in the Ulta Beauty store purchasing items and was informed by the store sales person that the credit card was closed. To my shock and disbelief I was totally unaware that my account was closed. A good will gesture to their customers would be to remind them about their cancelation policy. In conclusion, I would like to be issued new credit cards.
  Any help in resolving this issue will be greatly appreciate it. 
  
  
  ********* *****
  **************

• Initial Complaint

  Date:04/29/2025

  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 the Sephora credit card. The card was pretty much paid off when this joke of a bank / cc company decided to take a few dollars of fees onto my balance. I have tried DOZENS of times to login to pay using my credit card number and username and password, etc. It will not let me login and pay this ridiculous fee plus all the ridiculous late fees they are charging me for something that I have no control over !(their stupid website including the one where it says you don’t have to login to pay, it doesn’t recognize my last 4 of my social security number either.

  I am sick of them taking advice of me as a disabled person and repeatedly charging me late fees and interest on a balance that should have been ZERO. They are milking this and taking advantage of consumers by purposely making it IMPOSSIBLE to pay the stinking bill!

  Yes I receive the statements but if I can’t login to pay they’re USELESS.

  Calling phone support is also useless because 1) the staff can half speak English and they are hard to understand with me being hearing impaired in one ear 2) they tack EVEN MORE fees on to your bill to gyp you! The gov needs to look into this company

  

  Business Response

  Date: 04/29/2025

  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: 05/04/2025

  issue isn’t resolved to my specifications, site still won’t recognize my credentials to pay bill. No contact /resolution thus far from company. 
  

  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/26/2025

  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.

  Consolidated debt and cancelled credit card. Have since paid late fees twice on a balance that was paid off in full. They are hurting my credit. Need my money back.

  

  Business Response

  Date: 04/28/2025

  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.