Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,401 total complaints in the last 3 years.
- 1,329 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:04/26/2025
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.
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.Initial Complaint
Date:04/24/2025
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 4/24/25 spoke with Comenity Bank customer service via phone-concerning Hard Inquiry on reports on 2/12/25 to all 3 reports , for a credit card application. He questioned if it was Jareds, i advised no, showing for Zales. I explained to him was online, and it offered several options to pay later, with no impact to my credit. He advised he had a same call earlier.Agent advised nothing he could do to help because I wasnt a customer. His directives were to contact the *****
Cant submit anything to escalations or to the cras either., bcuz I dont have an acct with them. He stated best option is to submit directly with them. I Asked about a confirmation number or complaint to with my dispute or conversation had with them advising the instructions. Only could provide name and ID.
I advised **** are not very reliable and known for doing the right thing, especially by word of mouth. I advised most banks have a complaint **** to submit non customer complaints. He advised there isnt one. He stated could speak with manager to request complaint.
Spoke with Manager-******* OD-1436, advised of issue and wanting to file Complaint simply for confirmation purposes ; she advised cant set up complaint for non customers.Ask for some sort of confirmation that I spoke with them and was advised what to do, in turn she provided me her name and ID. She provided with An adress to submit complaint to:Commenting capital bank Attn :credit bureau dispute **** P.O. Box ****** Columbus oh 43218-2120
She did extend research to look up my info by date, name; phone, zip code, and advised Doesnt pull up anything . I have physical limitations and am able to get to a **** to send a dispute for an error on their end. Unfortunately disputes can reported online through some ****.
Business Response
Date: 04/25/2025
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: 04/25/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23248363
I am rejecting this response because: I am not a customer of ******************** and never have been. So HOW were they going to contact me directly?Also,!I am a consumer and I have a right to agree as to whether or not info to be shared with this 3rd party, which supersedes your policies. I am familiar with banking policies and regulations.For the sake of argument, Once the business has sent me written correspondence VIA email address provided on this complaint, I will read over and if agreed with resolution, then will return to BBB for my response.
Regards,
***** ******Initial Complaint
Date:04/23/2025
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 recently bought a laptop from **** from credit. I paid the total balance off in just a few payments. Then I get a bill for $25 and the charge is from Round Rock Tx. I NEVER AUTHORIZED THAT PAYMENT. I called numerous times to try and settle the issue but only get the run around. I kept getting charged from the ********** so I finally cancelled the **** credit card. Today I get a bill for $174. For what? The laptop was paid in full a few weeks after I purchased itBusiness Response
Date: 04/23/2025
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:04/22/2025
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 mail my bills via us postal service the day after I receive any bill. Ulta decided to state they didnt receive my bill until 10 days post due date which either they didnt post it timely, it was lost in their system, or the mail service but I mailed it timely. I called today and was only offered 15 dollars of the 30 dollar late fee which I do not accept. I spoke to a manager Vivi and she refused as well. I pay more then my statement balance due monthly as well. I will stop using this card immediately unless the 30 dollar late fee is refunded immediately to my account. I cant pay on line because 90 percent of the time it wont let me in even when i enter my account number last 4 of my ss ect. I cant in now! Instead I am using my very little time I get off work on this which makes me angrier! Instead of relaxing I am writing a complaint because Ulta wants to make money any way you all can!Business Response
Date: 04/23/2025
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:04/21/2025
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 ring from *** ******** at the ***********, using a credit card from Comenity Bank. I was told by ***, sales person, that is I paid my ring off early, that there will be no interest charged. I have not purchased anything wise from this card. The final sale cost was, $1,400.78. I was told by *** that my first payment wouldnt be until February. On February 5, 2025, I walked into Kai ******** and was helped by one of their sales representative. I told them that I wanted to pay on my card. They looked up my information and said that I owed $35.00. I told them that wanted to pay the card off. On February 5th, I paid $1,408.75 dollars. The salesperson said, thank you. I said, you welcome, and I left the store. No one ever said that I would be charged anything else. I was told that that would be my final bill. Then I received a bill from Comenity Bank saying that I had a late balance. Let me remind you, I paid them totally off. I called Comenity Bank, and explained my situation to the person who answered the phone. They said that I had a late fee. I said, how can I have a late fee on something that I paid off? Their explanation made no sense. I said, youre trying to cheat me, and if youre cheating me on something that I pays off. Who else are youre cheating? I then told them that I am going to contact the BBB. The person hung up in my face. Now Im receiving threatening voicemails from this company. Im which, I have to keep blocking them. This late fee is ruining my credit, which I worked hard on rebuilding. I would appreciate someones help on this matter. Thank you!Business Response
Date: 04/22/2025
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: 04/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23233557
I am rejecting this response because: I did not receive an email from the business.
Regards,
****** *****Customer Answer
Date: 04/24/2025
****** ***** <******************************>
Apr 23, 2025, 10:07 PM (10 hours ago)
to disputeresolution
This is a voicemail from Comunity Bank.
Hi ***** ***** my name is ******. I'm calling today in regards to some information that needs to be addressed with you or an attorney. This is regarding Comenity Bank and *** jewelers. ***** I do have some information that should benefit you but I can't help you if you continue to ignore this so I do need a call back from you or your attorney today. It is April 23. Otherwise, I'll be left with no choice, but to continue efforts to resolve this You understand, I do have options available to help you and prevent the next step The number to reach me is ************* Zero 0050 ***** I do have details to help you. I just can't help you voicemail. I need to speak to you directly. My number again is ************* Option one extension, 151-0050
This is the first time I received a call or voicemail from them. And, their calling from an unknown number. I was at work when they called me. I have not been ignoring them. I am trying to understand how it got this far, on something that was paid off, in the store. On February 5, 2025.
Thank you,
****** *****Initial Complaint
Date:04/21/2025
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 made a payment of 64.36 to Victoria Secrets that paid my account in full. The check was late, or I thought it was lost in the mail so I called Victoria Secrets on the phone told them it may be lost in the mail they told me to stop payment on the check which I did and to pay online to a void a late charge and I did so. Then when they received the check in the mail after I made the payment online Victoria Secret then charged me a 25.00 fee for stopping the check. They received their money online the check was stopped I owed them nothing when they put the check through it was what they suggested I do so why was I charged 25.00Business 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.Customer Answer
Date: 05/08/2025
As of today 5/7/2025 I have not heard from Comenity Bank in regard to this matter. I have paid the bill in full because I did not want it to go against my credit. I also closed my account with Victoria Secrets and will no longer do business with them or Comenity Bank. Lesson learned. Thank you for your time.Initial Complaint
Date:04/20/2025
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.
COMENITY BANK been trying to collect a debt that I do not owe them. I paid of my balance in full. After to speaking to one of their representatives in December 2024. They told me I have no balance. After that they added interest and late fee as a error on their part. I told them I'm not responsible for any fees. They proceeded to add late fees every month. They keep harassing by calling me multiple times a day, since January 2025. Please help me rectify this issue. Should a consumer pay interest and late fee after balance has been paid in full?Business Response
Date: 04/21/2025
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 04/21/2025
I accept the business's response to resolve this complaint.
Regards,
******* *******Initial Complaint
Date:04/19/2025
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.
Late fee of $30.00 charged to my Comenity - Victoria's Secret credit account on 4/11/2025. The previous statement's full account balance of $95.18 was processed by my online bank on 4/1/2025. Due to a change in billing address for payments, my online payment was refused and a late fee assessed.
Phone call to Victoria's Secret Credit 800-695-9478 at 9:13 p.m. on 4/19/2025. Account Specialist Denise told me that per Comenity Bank's policy, only 50% of the $30.00 late fee could be refunded as a customer courtesy. Denise processed the allowed $15.00 refund of the late fee.
My Victoria's Secret credit account through Comenity has a very good payment history. I pay my account balance in full every month. I made the phone call within 5 days of the late fee being assessed, and am trying to be in good communication with the creditor regarding balances and money owed. I request a refund of the remaining $15.00 of the assessed late fee.Business Response
Date: 04/21/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 05/05/2025
From: nadeluca881 <******************************>
Date: Sun, May 4, 2025 at 9:29 PM
Subject: BBB ******** (Comenity Bank)
To: <**********************************************************************************************>, ***** ****** <******************************>
Attached please find the letter I received from Comenity Bank regarding complaint number ********. I accept this resolution and consider the case closed.Initial Complaint
Date:04/19/2025
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 a ballance owed of 49.61 on 2/11/ 2025,which I thought was paid in full. I find out yesterday there is a 30 day delinquent on my credit report. I called them. They say I was3 days late on my payment,they assessed a late fee of $37,which I never received a bill and didn't know when my due date actually was,and thought my bill was paid in full. Then they kept adding late fees to the tune of $103. I called,we argued for an hr,I felt it was unfair practice to charge me all that, They took one late fee only off only and stuck me with the remaining $69. I want that money back but especially that ding off my credit report. I have disputed it. I feel that is unfair business practice what they did to me.Business Response
Date: 04/21/2025
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:04/17/2025
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 didn't receive my paper billing statement from Comenity so on 4/3/25, I checked my online account to find out if I have any charges pending. I did so I paid my bill in full but noticed that it was due on 3/28/25. I then called Comenity to ask if there was a late fee and if so could I please have it waived. On 4/3/25, I spoke with a representative and explained the situation. He then responded saying I see that your bill is paid with a zero balance. There is no late charge listed and if you receive one, then I will have it waived. I said thank you and ended the call. On 4/12/25, I received my next billing cycle statement that showed a $30 late fee. I then called on 4/13/25, to have it waived indicating that I had no history on late fees. The representative only waived half and I asked for it to be fully waived. I was denied. I am seeking for the full late fee to be waived.Business Response
Date: 04/17/2025
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: 04/17/2025
[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: 04/17/2025
***** ***** <*************************>
10:55 AM (1 hour ago)
to **********************************************************************************************
Re open this complaint. It was closed in error.
Thank you,
*****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.