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 has 121 locations, listed below.

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  Comenity Bank

  3095 Loyalty Cir Bldg A Columbus, OH 43219-3673

  
• 

  WFNNB/Cosmetic Credit

  8035 Quivira Rd Ste 100 Lenexa, KS 66215-2746

• 

  Comenity Bank

  PO Box 75265 Dallas, TX 75265-0001

• 

  Comenity Bank

  PO Box 659465 San Antonio, TX 78265-9465

• 

  Comenity Bank

  PO Box 650972 Dallas, TX 75265-0972

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

• Initial Complaint

  Date:04/09/2025

  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 payed off my account and closed the account and they still billed me after it was closed

  

  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: 04/29/2025

  They never emailed me or called or anything

• Initial Complaint

  Date:04/09/2025

  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 big lots credit card was cancelled by Comenity bank because big lots has gone out of business!! Yet they continue to charge me a $2 service charge every month and if not paid a late fee is added!!! The card has been cancelled since February 2025! The company is no longer in business!! I called to speak to someone about the matter and hes giving false excuses as to why I have a $2 charge!! My balance has been pain in full!! I feel this company is stealing money from the consumers!!!

  

  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:04/09/2025

  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.

  We have two no interest accounts with **********************. In November of last year we were 2 days late on making a payment to both accounts. We spoke with a Supervisor who told us why and what we needed to pay to be caught up. This Supervisor neglected to tell us that we would be charged interest on the late fee. The amount she gave us to be brought current was wrong. I tried to get the name of the supervisor that helped us back in November, but the person said they left the department so she could not tell me who it was. The name is in the notes on our account. We never thought we would be charged interest since it is a no interest loan with a fixed monthly amount. In addition, on the billing statement it says what the monthly bill is - but never includes the amount for interest outstanding. So, you could be making the payments via automatic withdrawal as we were, not knowing that we were being charged $41/mo for each credit card with interest. Because the amount given to us by their employee was wrong, we shouldn't be liable for the overdraft charges. When speaking with Comenity yesterday, the supervisor ****** would not give me an amount we need to pay to become current. On March 28 we made a double payment but still have an outstanding balance, which she wouldn't tell us what it is. We have had these accounts with ********************** for over 15 years and never had an issue until Comenity Bank. What a horrible way to do business and horrible representation of the company - I spoke with ****** and her supervisor is ********* out of ********. The amount of money disputed below is $41x5mosx33%x2 for both accounts we have with Comenity.

  

  Business Response

  Date: 04/09/2025

  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

  I have not received a call or written response regarding this complaint. I tried to call yesterday but they hung up on me. I will try to call them again. What happens if they never respond to my request?

• Initial Complaint

  Date:04/09/2025

  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 am writing to inform you that a fraudulent account has been opened in my name with CB/Vic's Credit. I am a victim of identity theft and did not authorize the creation of this account. Below are the details of the fraudulent account:
  
  Creditor Name: CB/Vic's Credit
  Opened Date: 12/12/2020
  Account Number: ****************
  High Credit: $434.00
  
  I respectfully request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate receiving confirmation of the account’s closure and any relevant documentation regarding the fraudulent activity.
  
  Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 04/09/2025

  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:04/08/2025

  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.

  To Whom it may concern,I recently challenged the validity of Comenity Bank Pier One account thats being reported on my Equifax credit report. Upon challenging this, Experian and Transunion deleted the account based on the lack of ability to properly verify all reported information being accurate. This account was sold to **** Resurgent and they have deleted. I noticed as A result of challenging this account with your company you have verified this same account. It is my understanding that the creditor reports the same information to all credit bureaus as expected under ****, if this is true I am requesting the information you used to verify this account in writing. If such documents cannot be produced please DELETE this account from my Equifax credit report immediately. Best Regards

  

  Business Response

  Date: 04/09/2025

  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:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting charged a late fee from September 2024 to February 2025. I have been going above and beyond my minimum payment due every month, sometimes by hundreds of dollars. From September to February I have been making payments on my due date of the 12th. The voice messaging system assures me I will not be charged a late fee, however, they have been charging me a late fee and processing the payment on the next day. I contacted several people from Comenity and they have all told me different resolutions. The first *** said he can't do anything to help me. The second ****** told me they can refund my last late fee of $37.00. The last ****** I spoke with told me they can only give me a 15 dollar credit. I believe the company is misleading with their automatic messaging service and they are quite literally scamming me out of around ******* dollars so far. I was also never informed of this, nobody reached out to me through email or phone call to let me know this was happening. I would like all of my late fees refunded. I am even willing to settle for half of the total refunds but I dont believe this business is practicing ethically whatsoever. They are also sending me emails informing me I need to make a 700 plus dollar payment by May or else Ill be getting charged interest. Please help!

  

  Business Response

  Date: 04/08/2025

  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:04/07/2025

  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.

  Just opened a AAA Travel ************** Signature Credit card 02/2025 1st Payment was due 03/16/2025 Tried adding my Ally Checking and Savings account multiples times the week prior with an error message saying its us not you as i will try to attach here. Once I realized It wasnt going to be fixed I had to transfer he funds to another account which takes 3-5 business days in order to make my payment on an account that seemed to let me add it. Because of this, I accrued interest, late payment fee, and a check bounce fee since the payment didnt transfer fast enough and I was getting anxious about the payment not being accepted through Comenity. I reached out to customer support to help me find some resolve to the situation and they told me there was nothing they could do, I politely asked to speak to a manager because I have never had an issue with a credit card company where it says its their fault but there is nothing they could do, so they transferred me but I just got hung up on. They also say I cant use my card anymore until it is paid off to 0$ and untouched for 3 months. I tried to make a payment again on 03/30/2025 on the account it appeared I could use through Comenitys system but even with 3x the amount needed in my account it still says it bounced my payment and I have a message through their portal to check with my bank when it has had enough funds for 2 weeks since I made the initial transfer for the first payment. Please help me hold this bank accountable for their system and make them work with me to find a way to accept my payment without erroneous fees and penalties. Once I can get this cleared I will never use this bank again!

  

  Business Response

  Date: 04/08/2025

  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: 04/24/2025

  From: stormi_cloud via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Date: Thu, Apr 24, 2025 at 3:56 PM
  Subject: complaint #********
  To: <**********************************************************************************************>
  
  
  
  
  Hello, Please help! I have reached out to Comenity Bank everyway I can, they dont respond to letters and I have been hung up on over the phone twice. I keep accruing charges and when I make a payment it doesnt subtract from the total due! Its getting worse and I have great credit and cant risk something like this ruining it. I need help clearing this up so I can just close the account and get past this nightmare. Thank you so much for what you do, your time, and your assistance.
  -Stormi

• Initial Complaint

  Date:04/07/2025

  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 appealed a late fee, in writing, that I thought was paid on time. ******* responded denying my appeal and I paid the outstanding late fee immediately upon receiving their letter, which came the day after the bill was due. Since it was paid a day late the bank added another late fee, which I also appealed. However, while the appeal was pending the bank added a third late fee. The entire outstanding balance is due to these erroneous late fees. All other charges have been paid in full. When I tried explaining this for the third time to a customer service *** on the phone she abruptly hung upon me. I was informed that the outstanding amount has been sent for collection and the bank will continue adding late fees if it is not paid. I have an almost perfect credit score and have never missed a payment. I would like the bank to correct this egregious billing error and ***ort to the credit rating companies that I do not have an outstanding balance, and I would also like an apology for the customer service *** hanging up on me will I was attmepting to explain the issue so she could understand it.

  

  Business Response

  Date: 04/08/2025

  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:04/07/2025

  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 2024 I ordered a Computer part from **** "Comenity Bank" is the Holder.I had paid it off, and I called to have the CARD canceled as I was getting treatment for Cancer and I could only work part-time, I was informed that I had a 20$ late fee, I looked it was only 3 or 4 days off, I asked them to please remove it and close the account, they agreed. >Or So I Thought

  

  Business Response

  Date: 04/08/2025

  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:04/07/2025

  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.

  Failed to disclose that the promotional plan loan credit interest free was not technically interest free, must be paid on certain period of time otherwise all of the interest will be added to be pay in full.

  

  Business Response

  Date: 04/07/2025

  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

  ****** ******* <********************************>
  Attachments
  3:00 PM (26 minutes ago)
  to Better
  
  
  Good afternoon,
  They have not done anything yet. All of their correspondence are asking for payment, nothing else. Also their emails are the same telling me I have a past due.