Business Profile

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Comenity Bank

Complaints

This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,396 total complaints in the last 3 years.
1,328 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/19/2025
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.
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: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 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: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 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,
*****
Initial Complaint
Date:04/16/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
minimum finance charges placed on a CLOSED ACCOUNT PAID IN FULL constantly attempting to scam customers out money with FALSE late charges and FICTIONAL interest on a ZERO balance closed account.UNBELIVEABLE
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.
Initial Complaint
Date:04/16/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was hospitalized with a very serious condition and spoke to someone over the phone about the payment being late and asking that they not charge the late piece since the time I was hospitalized they have ensued in charging me late fees for at least 4 months I do understand and have And have spoken to them on numerous occasions and said that I would be willing to pay a one month late peak they have informed me that they will keep charging me every month even if I close the account
Business Response
Date: 04/16/2025
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:04/16/2025
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.
They go out of their way to make it so customers cannot register the Game stop ********************** card. I cannot pay the small bill i have because of this!
Business Response
Date: 04/16/2025
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:04/15/2025
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.
In May 2024, I purchased a necklace on my *** Jewelers credit card account for approximately $2000. I have never used my physical credit card when purchasing anything at ***** because I never had one. So when I gave the salesperson my card to complete the purchase, she noticed my address on my Florida driver's license was different than what they had on files and she asked did I want to change it? I told her yes and that it would be my permanent address.
At no time did she state that I would call Comenity Bank to update it as well and at this point, I knew nothing about Comenity Bank because I have never dealt with or had contact with them. Anything I need to do such as pay my bill and apply for the credit, I did at a *************** store front. The salesperson stated that I had 0% interest and that the terms would be mailed to me in my statement.
When I started making payments, I thought I had received about 2 statement and around the 2nd or 3rd payment, I setup auto-pay through my banks' bill pay to ensure I didn't miss any payments. After I set up mu auto payments, I do not recall getting a bill after that; which was fine because I was paying $100 a month with a $60 minimum. Fast forward to 4/9/2025, I had an alert on my credit report stating my score had went down 50 points due to my balance increasing$1200.
I saw it was *** Jewelers and figured it was a mistake or fraud because I had not use the card for any new purchases. I immediately called ***** and they transferred me to Comenity Bank. I informed the report at Comenity what had happen and said I had not received anything reminding me that I had to pay the balance by March 2024.
I also explained that I should have received any correspondence because I updated my address at *** when I purchased the necklace and the salesperson there never mentioned that I had to update my address with Comenity.
I also stated my address was updated in 2023 at the store. I also stated that I received at least 2 statements.
Business Response
Date: 04/16/2025
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: 04/16/2025
Better Business Bureau:

I accept the business's response to resolve this complaint. I have also sent a certified letter to Comenity Bank Billing Disputes outlining my issue and requested resolution.

Regards,

******* ******
Initial Complaint
Date:04/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made my payments and it did not post to the system because of error in ********** / Commenity banks data base Because of this error It Was placed into collections which then lowered my credit score. Triggering, another credit card company to lower my credit limit significantly based off of the credit score that was lowered from 700 score to 500 score because of this payment that was not updated to Burlington commenity bank's system. I want my FICO AND TRANSUNION credit score and Report fixed and I want an explanation of the error that the customer service representative told me took place in March 29th - April 3, 2025 I made an in store payment with cash on April 1st it did not post in the system because of a glitch in their database. It has messed up my CREDIT SCORE. I was in store when I was talking to a customer service representative at commenity bank. I asked her if my account is in collections. She told me no I told her I'm in the store. I'm going to make a payment right now and this all happened. Today is the 15th of April 2025 and I need a letter or something to show this inconvenience Furthermore, if community bank knew that they were having issues in their database and system concerning payments, they should have issued a statement so that their customers can have it in their file for record to show to whoever needs to see it or go a step ahead and clear their account temporarily so that it does not affect their credit. Score.
Business Response
Date: 04/16/2025
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
I was sent a Message from Comenity Bank and they responded by saying they will investigate and send out a notice after their investigation I don't know how long this is going to take so I don't to want to have my complaint to the BBB closed out yet
Customer Answer
Date: 04/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23208415

I am rejecting this response because:
I was sent a Message from Comenity Bank and they responded by saying they will investigate and send out a notice after their investigation I don't know how long this is going to take so I don't to want to have my complaint to the BBB closed out yet

Regards,

******* *****
Initial Complaint
Date:04/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an account ********** with the Buckle and closed the account in 2022 with a balance of $822.00. I then enrolled the debt into a debt consolidation program, ***** ******** Law Firm to relieve this debt. I believed this had been resolved and the debt consolidation company closed in late 2024 and I was then notified that this debt was not resolved, but the ****** has since charged me monthly late fees and accrued interest, totaling $3881.25. I reached out to them to resolve the outstanding amount, plus an addition $500.00 and they refused to work with me. I would assistance in resolving this amount that is owed, it is being reported to my credit report each month and still being charged each month for late fees and interest. Thank you!
Business Response
Date: 04/15/2025
This individual is referring to a private label credit card which she applied for at a Buckle location. Buckle does not own the accounts and does not report information to the credit bureaus. The guest needs to contact Comenity Bank as the complaint is due to fees and interest accessed by the Bank. ****** has no control over their business practices and/or reporting. Any agreement made by the debt attorney would have been directly through Comenity Bank.
Please remove Buckle from this inquiry.
Customer Answer
Date: 04/15/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** Power
Business Response
Date: 04/15/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.
Customer Answer
Date: 04/15/2025
[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,

**** Power
Customer Answer
Date: 04/23/2025
Hello- I have tried to resolve this issue on my own and Comenity is still charging me interest and late fees after the account has been closed bring the balance up to $4016.00. When the account was closed I owed $822.00 and have since been charged late fees and interest.

From: Comenity Bank
Sent: Wednesday, April 16, 2025, 8:07 PM (ET)
To: You
Subject: Re: Closing or Opening an Account
Message ID: *********
I am with Comenity Bank, which handles your credit card account. I'm here to help with your account needs.I apologize for any inconvenience this may have caused.After a quick review on your account. I see that your account is already closed on 04/14/2025.Closed accounts will no longer be able to be used for new purchases and the account cannot be reopened.Unfortunately, we at secure message center do not have an option to make calls to customers. If you have any other concern and if it requires quick attention from a live representative, you may contact our ************* team at **************.After a quick review on your account shows that there was no payment received resulting in charge of multiple finance charge and late fees.Unfortunately, your account is not eligible for a late fee credit. Here's what we found upon reviewing your account. Your account was assessed a finance charge since there was a balance that carried over from one billing cycle to the next. Here are the details: Finance charges are assessed to an account when you have an outstanding balance that carries over from one billing cycle to the next. The interest charged to the account is calculated on the average daily balance for the billing cycle. To avoid a finance charge the full statement balance would need to be paid by the due date each month. We are unable to remove finance charges because they are accurate. To avoid finance charges in the future, the full statement balance would need to be paid in full by the due date, even if you are waiting on return credits to post to the account. We hope this clarified your concerns about finance charges. We truly value your business. Thank you for being a loyal customer. If you have any questions, please click the reply button. Sincerely, R.Rodrix Internet ************* Team

From: You
Sent: Tuesday, April 15, 2025, 5:45 PM (ET)
To: Comenity Bank
Subject: Re: Closing or Opening an Account
Message ID: *********
This card was supposed to be closed in 2022 with a balance of $822.00. I would like to speak to someone regarding this balance since I have been charged late fees and interest for 3 years. I would like to request a balance adjustment and will pay of the debt of $822.00.
Initial Complaint
Date:04/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase at Big Lots and paid off the remaining amount which was around 120.00 in full in Feb 2025, since big lots was closing. I made no more purchases after. I never received a bill or statement until now. I knew I owed the amount and paid it. It was already a difficult process because stores no longer take payments, and the online process is hectic. Comenity Bank has now taken over and claim they I had a late fee, and that late fee has now continued to accrue more late fees totalling over $100 plus. I called in and made them aware I never received a statement, and could they remove this since I have paid off mt debt months ago on time. They told me they were not capable of fixing this. I told them I refuse to pay something I didnt use and this was a scam. They have now continued to contact me about these fees and now want me to pay almost the amount of 100 plus in fees that I don't owe. I am disputing the 114.72 and any other amount they keep adding. I no longer even have the account because big lots closed. They are adding late fees to something I don't even use. This is fraud. I want this balance removed and off my credit report immediately.
Business Response
Date: 04/15/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.
Customer Answer
Date: 04/15/2025
[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 if an amicable arrangement is made.
I did not wish to file a complaint but when I contacted comenity directly I never seemed to get a resolution. I dont think that it is morally acceptable to expect someone to pay for stacked late fees when the consumer has been paid off the debt and remained in good standing during period of possession of credit line. Also the card was barely used and I held over a $1000 balance. Hopefully this can be resolved and removed.

Regards,

****** ******
Customer Answer
Date: 04/15/2025

'T T' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
11:32 AM (3 hours ago)
to disputeresolution

Good afternoon

I was accepting that they would review my statement and that is what i was satisfied by.
By no means was I resolving the complaint. So what was truly resolved by BBB.

To ignore my responses is unacceptable.
I am not accepting this resolution please open back up

****** ******
Sent from my iPhone

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