Complaints

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

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• 

  Comenity Bank

  3095 Loyalty Cir Bldg A Columbus, OH 43219-3673

  
• 

  Ashley Stewart Credit Card

  P O Box 650018 Dallas, TX 75265

• 

  Comenity Bank

  PO Box 659705 San Antonio, TX 78265-9705

• 

  Comenity Bank

  12921 South Vista Station Blvd Draper, UT 84020

• 

  Comenity Bank

  PO Box 182436 [R] COLUMBUS, OH 43218 COLUMBUS, OH 43218

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/13/2025

  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 went to Michaels to get some framing done. The store associated talked me into getting a "Michaels credit card" for some additional savings on my nearly $1K purchase. Turns out, the Michaels card is actually supported by Comenity Bank.

  I'm in residential mortgage lending, so I am very conservative with how i utilize my credit AND how I manage my debts. I KNEW I shouldn't have listened to the store associate. I DID NOT need a credit card and the "savings" have been completely eroded by the stress, harassment and expense in dealing with Comenity. I was told I could immediately pay off the card, but I could not. I had no credentials to reference in doing so.

  When I received the bill, I paid it immediately, in full. At which point, I began receiving additional bills for interest and penalties on a $0 balance. I argued with the Comenity bank people, who do not speak great english, have no good details to share on the debt and just called 5-10 times per day to ask me to pay the out of date finance and interest charges...to which they could not explain their origin properly.

  I finally settled with them (nuisance) and paid $28. I just pulled my credit and Comenity bank, through their predatory and punitive practices, placed a collection on my account over NOTHING...and now my 800 credit score is below 700 affecting my ability to co-sign on a loan for my father.

  I've never seen anything like this in all my years in finance. I have written a letter to Comenity Bank (their disputes dept), b/c you can't speak to anyone!

  I'm also in touch with the bureaus to see what we can do about these erroneous and damaging reports against my credit.

  The crazy part is that I'm more sophisticated than most with this stuff...b/c I deal in finance and debt. I cannot imagine how this company preys on people that don't understand how to manage and maintain debt and what is reasonable vs predatory. I'm truly beside myself with how this organization treats people!

  

  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: 04/14/2025

  I accept the business's response to resolve this complaint.  I trust I will receive a speedy response from the business...b/c so far, all they've said is "they are looking into it", which I've heard previously from them.
  
  
  
  Regards,
  
  
  
  ******* ****

• 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 received an email from Comenity stating that my new Bread American Express card is being sent to me. Shortly after that I had my mail stolen and one of the items was from Comenity. I woke up this morning to 3 text alerts of potential fraud. I called Comenity 3 different times explaining the above and they all told they couldn’t release the hold on my card which is not what I was asking and to email them my driver’s license, social security card and a bill which they are out of their mind if they think I’m going to send them copies of all of that personal information. All I wanted to know was if there was indeed fraud and if so to close the account.

  

  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:04/11/2025

  Type:Service or Repair 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 been trying to reach this business because someone opened up an account in my name without my consent and I wanna get in touch with the business to know who did it, why , and where but they have yet to respond to any of my calls or messages, it is very hard to reach them, I want this item off of my credit its hurting me badly in succeeding in life

  

  Business Response

  Date: 04/11/2025

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

  Customer Answer

  Date: 06/05/2025

  THIS COMPANY IS UNLAWFULLY REPORTING ON MY CREDIT REPORT. THEY HAVE REPORTED AN ACCOUNT THAT I HAVENT AUTHORIZED AND THEY WILL NOT RESPOND TO MY MESSAGES, GIVE ME A COPY OF THE CONTRACT, OR TELL ME WHO IS INDEED RESPONSIBLE FOR OPENING THIS ACCOUNT UNDER MY NAME, THEY KEEP GIVING ME THE RUN-AROUND EVERY TIME I CALL THEM TO GET ANSWERS.
  
  
  Correction to a credit report; remove this item from my credit report

• Initial Complaint

  Date:04/11/2025

  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 been charged for account assure since December 2022 with my Maurices store credit card using *************** I never signed up for this. I have been trying to dispute all these charges for a couple of weeks. I have called ************** and have sent messages through their secure message center with the *************** App and the link provided to my email from *************** When I called the number provided to me from ************** I was told they cant refund me. I only had 30 days from the date I signed up to cancel. I told them I never signed up for this nor did o receive any information when I received my credit card. I also, told them why would I sign up for a program if I become disabled or unemployed when I have been disabled and unemployed since before I signed up for the Maurices credit card? All my other retailers using ************** never signed me up for this program. The issues I had with them were able to be resolved. Im still trying to dispute these charges from Account Assure on my Maurices credit card through commenity bank. I also have reported this and filed complaints. Im waiting to hear back

  

  Business Response

  Date: 04/11/2025

  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: 04/11/2025

  [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: 04/11/2025

  
  
  '***** *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  2:28 PM (46 minutes ago)
  to **********************************************************************************************
  
  
  I did not mean for the compaint ******** to be resolved and closed. I am waiting for ************** to send me a letter in the mail about their findings. Also, I am sending a letter directly to Account Assure regarding all their charges that I never signed up for. I have attached my letter to them for your records. It will go out in the mail tommorrow April 12, 2025. Again, I am sorry for accidently agreeing to have this complaint resolved and be closed when it is still under investigation.
  
  
  Sincerely,
  ***** *******

• Initial Complaint

  Date:04/11/2025

  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.

  Opened up a new account and made a purchase on 10/14/24 in the amount of $209.00 I did not get the card in the mail and called in November or December to find out where my card was and to make a payment. Late fees had already been assessed before 30 days from the charge (11/10). They would only waive a partial late fee. I made a payment knowing I would have a partial late fee after. I ended up making payment in the amount of $55 on the late fee in January, which also incurred a late fee because I missed the payment date. Somehow my first payment is not showing on my account, and I was told I owed ******. I just paid it today and closed the account I'm wondering if this is a glitch from having to report the first card as lost or stolen. I since have been hit with numerous late fees and finance charges. The website glitches frequently as well. **************** is rude and I have tried to have someone research the missing payment a couple of times and I just got hung up on. I am not getting a satisfactory response from this company. I was hit with over ****** in late fees and finance charges since I thought me account was paid off. I have paid a minimum of $370.20 on a $209 purchase. I cannot confirm the 1st payment amount- I have multiple comenity accounts, and I cannot figure it out or if it actually came out of my account. Minimally, I would like the ****** waived and my credit score fixed due to their glitches/errors.

  

  Business Response

  Date: 04/11/2025

  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:04/10/2025

  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 sent a payment to Comenity Bank for my **** credit card on 3-11-25. I sent payment in full for the balance. The payment was due on 3-20-25. I used **************** bill pay, which I use for all of my bills, and have never had an issue with payments being sent and received on time except with Comenity Bank. This one was expected to arrive no later than 3-17-25. Comenity Bank claims that they did not receive the payment until 3-24-25, which is quite a bit later than indicated by my bank. I believe they received the payment on time but did not process it on their end in a timely manner (which may be a tactic). This happened once before and Comenity Bank in that situation admitted their mistake. I called to discuss this with them and to open a case. The response, received by letter a week later, was to tell me I owe a fee for late payment. I do not owe this fee want it removed from my account. Related, I have an excellent credit rating, which is demonstrated in one of my attachments. I pay my bills on time and I did not pay this bill late.

  

  Business Response

  Date: 04/11/2025

  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:04/10/2025

  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.

  My Talbots payment in full by check was damaged in process by Comenity Bank. The ripped check and notification was mailed to us. I immediately sent a replacement check for the full amount which was successfully processed. Since that payment I have received numerous late fees totally now $163. While the replacement payment may have been late, it was due to Comenity Banks faulty processing and slow notification, not my error. Numerous contact with **************** to no avail. At their request I sent a letter to the ************************** with explanation, copy of their original notification, and copy of the damaged check that was returned to me. I used the Complaint Number provided to me by ****************. No response in almost two months. But regular bill collection calls and a suspension of our ******* account.

  

  Business Response

  Date: 04/11/2025

  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:04/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB transcribed from hard copy complaint form:

  Paid bill off - charged late charge then sent sheets I didn't order becase I would'nt get sales price - I sent sheets back they they keep adding % xtra. At one time with charges & all I owed over $200 for a bill I paid off. When I called phone number they gave me I got recording tryin to see me insurance & life support item. (Even if I was late most companies give yoiu a credit if first time)

  

  Business Response

  Date: 04/11/2025

  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:04/10/2025

  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 June of 2024 my ************* provided by Comenity Bank, expired. I contacted Comenity via my Sephora card message center on 10/19/2024 to request a replacement card. On 10/21/2024 I received a response from the company informing me of why they were unable to issue me a new card. I have copied their response below:"Due to your account setting we were not able to reissue new card after your previous card got expired. Your account is not closed. Your recurring charges will process accordingly.Please be informed that we are unable to issue a card to you. We are aware of a known issue that is preventing certain accounts from having a new card issued. Our technical teams are engaged and are working on a resolution."On 11/19/2024 I responded to inquire what setting needed to be adjusted, and informing them that I would like to discuss closing my account if they are unable to resolve the issue at hand. On 11/20/2024 they responded to inform me they were issuing me a new card and I should receive it within 7-10 business days. On 2/1/2025 I reached back out via the same message portal to inform them I never received a physical card. On 2/3/2025 a representative of Comenity bank responded and asked me to confirm my address was correct, I had updated it on 10/20/2024 to ensure it was accurate. On 4/4/2025 I responded to confirm the address was correct now and back in November of 2024. I requested an expedited card with tracking information. On 4/6/2025 a representative claimed they were sending me a new card that I should be receiving within 2-3 business days. They were unable to provide any tracking. I have not received my card and am quite concerned with the manner of communications along with actions. I am disappointed with Comenity and questioning their ability to maintain security of my account after their responses. I lost monetary rewards due to not being able to use my card and have lost account benefits with *******.

  

  Business Response

  Date: 04/11/2025

  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: 23187083
  
  I am rejecting this response because: there has been no contact by the company regarding this complaint. Comenity has since gone back on their word claiming the expected ship time is 7-10 days as opposed to their original statement of 2-3 business days. Either way, no card has been received and it seems this company is playing games instead of addressing the issue at hand. I will be moving forward with closing my account due to their inability to communicate professionally or operate in a standard manner. It is unfortunate it has come to this as now my credit will be negatively impacted by this closure, however I am unable to trust this company with anything at this point. I am including my online communications with the company as attachments. 
  
  Regards,
  
  ***** ***********

• Initial Complaint

  Date:04/10/2025

  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.

  Opened a credit card in January 2025, used card once. Never received a statement or bill for this card. Received nothing paper from this account. Paid entire balance from my checking account, it cleared my bank on Feb. 27th, 2025, which was the due date for the balance. Was able to set up payment, because I went online and set up an online account. Since I paid entire balance, i didn't assess anything any further, because I knew I didn't owe anything further. Was looking at my credit report today April 10th and saw a balance of $63. Logged on again and saw that I was assess 2 late fees and a $3 interest fee. Called and spoke with Ishmal, ********* *******, and a fourth individual, whom didn't share her name and was very rude and abrupt, very bothered that I had asked to speak with her regarding a situation that had already been explained to me. I paid the entire balance on the due date, not a minimum, but the entire balance and shouldn't not have been charged 2 late fees and an interest fee. Requesting an account adjustment of $63.

  

  Business Response

  Date: 04/11/2025

  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: 04/23/2025

  ***** ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  12:46 PM (1 hour ago)
  to **********************************************************************************************
  
  
  I just received notice that my clai. Has been closed, however i have received no communication from Comenity nor have I received any resolution.  Please reopen and assist me in a resolution of this claim. I have received zero correspondence from this company.