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

  
• 

  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

  
• 

  Comenity Bank

  PO Box 183043 [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: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

• 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.

  In March 2023 my husband and I purchased appliances from Appliance Connection and we opened a credit card. The credit card was from Comenity Bank and we had 18 months to pay the appliances interest fee.
  Every month we made payments through our ** **** account. We weren't late once. The last few months we made extra payments to finish paying the principal in full and avoid all the interest.
  The last payment needed to be made by August 2,2024. The payment was made through ** **** but the check was lost in the mail or misplaced in Commenity's Bank office.
  The check was not cashed. We had our bank issue a new check the be delivered in August 22, 2024 although the payment was not posted at Commenity until August 26.
  We called Comenity Bank and started a claim online. We sent Comenity Bank our payment record showing the check was supposed to be delivered by August 2, 2022.
  It went nowhere.
  It has not been 8 months and my husband and I get calls from different numbers all day long. Different hours, different days, even weekend. It's harrasment. Every time we talk to someone else, they say there are notes in our account but the charges are valid and we owe 6k+ in interest because we made the last payment late.
  We've explained the payment was made. We've asked for them to check our record but they say we still owe the money.
  Why would we have made all the extra payments the last few months if we were willing to pass the promotional period? It makes no sense!
  The disputed amount is interest only as of the last statement of April 2025.

  

  Business Response

  Date: 04/15/2025

  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:04/14/2025

  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 was late with a payment because I did not receive a bill in the mail. They told me I signed up for paperless billing, which was untrue because I never do paperless billing. I receive a bill in the mail and then I set it up online or on the app. The paper bill serves as my reminder as I don’t check my email often.

  The first time this occurred, they reversed the late fee, but would not take off the interest. I told them I wanted a paper bill and I wanted my account closed. They closed my account and sent a letter recognizing the closure of my account. I had a small bill due in February but never received a bill in the mail again. I wound up in the hospital in February

  So once again, I paid the bill one day late when I came across the email. They charged me $30 plus interest in late fees and they have been doing that every month we are up to $110 . This is all late fees and no principal and I don’t know how to get it to stop. They can’t keep charging me $30 amonth on unjustified late fees no principal and the account is closed.

  I desperately need some advice and some help with this as every phone call I have to them has in my opinion made a mockery of me. They are very sarcastic and they don’t care and they don’t want to help resolve anything they also refused to show me proof as to where I signed up for paperless billing.

  I don’t understand how they can do this to me I have a wonderful credit rating. I pay all my bills on time but I just can’t pay them what they don’t deserve. Why are they able to say I did something that I didn’t do? The money they say I owe is all late fees and interest. There is absolutely no principal.

  So the problem I am having is strictly with the bank and has nothing to do with any merchants. Please help me resolve this as with every month, the late fee fees and interest keep accruing.
  

  

  Business Response

  Date: 04/14/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:04/13/2025

  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 ordered two bras from Romans and was build bye Woman Within their bank is c o m e n i t y they are charging me outrageous late fees because I sent the bras back and they didn't receive one this sounds like a minor incident but they are calling all day and I should not have to pay them this money for a bra that was lost in the mail please help me resolve this problem thank you

  

  Business Response

  Date: 04/14/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 06/05/2025

  BBB transcribed from handwritten letter received via US Mail:

  To Better Busienss Bureau,

  My response to Comenity Bank's letters that I received May 5th dated April 28th and May 20th dated May 8th. I've enclosed copies of those 2 letters.

  I do not agree with their decision that I have to pay their late fees for a bra I do not have.

  Although they cancelled my credit card with them, per my request, they still want me to pay them $143.58! in late fees.

  I sent them $47.00 for a bra I do nto have in my possession!

  I haven't had a new bra in a few years. The 2 bras that I ordered were to snug. I sent them back but they only received one.

  At my last check at the *** stoer in my city of *******, the bras is still in *******, IN. The tracking number is = 1Z697E4F0372520030. 

  I am a 70 year old disabled woman on a fixed income. I cannot afford the late fees.

  Why they're putting me through this is nonsense.

  I can't belive a company would do this to a good customer.

  Thank you for assisting me in this matter.

  ****** Roggmann

  **********************

  Saginaw, MI 48604

  ************