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

  
• 

  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:04/07/2025

  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.
  

• Initial Complaint

  Date:04/07/2025

  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 received a bill from Woman Within where Comenity Bank is the card issuer showing a balance due. I know for a fact that I paid my balance in full and nothing further was due. Reading over the bill, the company charged me late payment and interest fees. I reached out to customer service to dispute the charges, Mr. ***** explained my payment was due February 27th and was received on February 28th, hence the charges.

  I told him I have been a customer for over a decade and Ive NEVER made my payments late. He goes further to tell me payments received may take 5-10 business days to reflect on your account and there was nothing that he could do about the late fees. So I asked to speak with someone who could do something about the late fees. So I get transferred to the escalation team and speak with *** ********** She tells me exactly what Mr. ***** told me.

  Its like theyre reading from a script and speaking the words verbatim from it.She tells me my payment was due February 27th and was received on February 28th, and payments received may take 5-10 business days to reflect on your account. After going back and forth with her, she says as a courtesy $15 can be applied leaving me a balance of $35 (+/-). Thats not a courtesy, its an insult. I did not accept it and wanted to speak with her supervisor.

  So now I speak with a supervisor, *** ****** who tells me the exact same thing. After going back and forth with *** ****** she tells me she can apply $26.49 to my credit leaving me with a balance of $24.49. This just added injury to insult. I NEVER made a late payment and Im being told I owe, conversation no longer for discussion or debate.

  What do I want you may be asking by now? I want a full credit applied to these late payment and interest fees. Its out of my control if the **** (****************************) and your companys mailroom delivers mail late. Dont monetarily chastise me for whats not my doing.****** ******

  

  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

  I understand your reasoning for closing my complaint at this time because you have not heard back from me.  And the reason you have not heard back from me is because I have not heard back from Comenity Bank.  I want note the bank (someone named ****** *****) called me on Wednesday, April 9, leaving a message explaining it will look into my concerns and get back to me.  I haven't heard back from anyone since.  I called the number the message was from *************) and Ieft two voicemails and still no response from anyone. 

  Customer Answer

  Date: 04/28/2025

  From: ****** ****** <*******************************>
  Date: Mon, Apr 28, 2025 at 9:03 AM
  Subject: Complaint ID - ********
  To: Better Business Bureau <**********************************************************************************************>
  
  
  
  
  Good Day,
  
  
  In your regards to your correspondence dated 4/17/25 (see attached), I'm informing BBB (Better Business Bureau) I have received a response from Comenity Bank dated 4/21/25 (see attached).
  
  
  I accept and am now satisfied with the business' response.
  
  
  Thank you for your assistance in helping me resolve this complaint (Complaint ID *********.
  
  
  ****** ******

• 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 wanted to make a payment On my account. I first spoke with a young lady by the name of ******** and then a manager named *****. My wife initially started the conversation They?Would not talk to my wife Unless?I gave permission to let my wife speak on my behalf. Even after giving my wife permission they kept asking to speak to me. My wife and I advised them that we wanted to pay $1500 On my account.

  I have 4 separate purchases on my ***** credit card. I wanted to make sure that the smaller balances were all paid off in the remainder of the $1500 being applied to the larger purchase balance. They told me I could not pay that amount and allocate where I want the payments to go I had to pay the minimum payment due and then call back in 2 weeks, and then request allocation of the funds and accumulate more interest. We told them this is what we are trying to avoid.

  I wanted to pay off the smaller purchases. Small balances an place the remainder of the $1500.00 towards the larger balance and make sure it went towards the principal.

  We werr denied this each time we inquire today. We paid five hundred dollars and we're supposed to call back on April 18 and pay a thousand dollars along with accumulating more interest.

  They deliberately turned my payment of $1500.00 today. This doesn't make any sense to either of use. My wife called and spoke with ***** at the ***** in ****************, ******** store .he advised her that many customers have the same complaint.

  

  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.

• 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.

  COMENITYBANK/CAESARS Amount:$17030Date:2/10/2023 Acct#**************** According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate.

  

  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.

• Initial Complaint

  Date:04/05/2025

  Type:Customer Service 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.

  Changed my email address and now can't get into my AAA **** card account. Called helper and he changed my email address, but even he can't get me into my account. He said to wait a couple days and to call back if I have further problems accessing my **** card account. This is just another problem in a long line of problems dealing with this bank! Can you please help me in getting Comenity Bank to let me into my account so that I can continue to make payments on this card on time? And can you please do some thing about the way this bank does business? Thank you for your help. ***** **********

  

  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

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

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

  **********, ***** 23166467

  Comenity Bank

  Apr 17, 2025 11:45 AM

   

  
  

• Initial Complaint

  Date:04/03/2025

  Type:Sales and Advertising 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 off the credit card I have with ******** secret and after it was paid off they charged me a minimum interest charge and never sent a statement saying I had a balance. Then they charged a late fee on top of that for 4 months before sending a letter in the mail saying I had not paid on an account that was paid off. When I called I got transferred 7 times and was told they could not take the fees off because it had been more than 90 days even though I never received a statement and they acknowledged there wasnt one sent. I had to pay 176 in late fees on a paid off account because of their scam. It also tanked my credit score.

  

  Business Response

  Date: 04/03/2025

  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:04/02/2025

  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.

  4/1/2025 and also on 4/2/2025 I am trying to find out when I will receive my new cards. My current cards have expired and expired in March 2025 to be exact I can not use my account with out new cards. I have tried to with your customer service but there is too much language barrier and every time I ask for a supervisor they hang up on me. All I want to know is when I will get my new cards all my contact information is current. Can someone contact me so I know what is going on.

  

  Business Response

  Date: 04/03/2025

  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: 04/05/2025

  I have yet to hear any communication. I received nothing by phone, email or mail and or even text message.
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/02/2025

  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.

  On March 5, I made a payment in the amount of $387.22, paying off my Victorias Secret account. I lost my job due to having spine surgeryand not being able to physically function to perform my job duties. The payment, for whatever reason did not post to the Victorias Secret account until March 15. They charged me a $40 late fee and $9.03 interest charge. I called in to try to have the situation rectified and both employees that I spoke with refused to handle the situation. I explained to them that in losing my job. I now have a $3000 overdrafted bank account and cannot afford to feed my children or paymy house note. The intention of paying off the card was to get things cleared up and not have anything outstanding considering that I dont havea job anymore and will not have a job for at least a year because I will not be released by my surgeon. It is absolutely sickening sad that both representative told me were sorry we understand but theres nothing we can do. You have to pay it. It is not my fault the system did not process and post the payment until the 15th. I thought that it did take quite a while to process and Im not sure what the problem is there, but I do not have any money to pay Victorias Secret. Anyone who can tell a customer with both of those representatives told me on the phone have no empathy for anyone. If this is not rectified, I will let everyone know how I have been treated.

  

  Business Response

  Date: 04/03/2025

  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: 04/03/2025

  I do not accept this response. If you look at the account, you will see what the total amount due was and that is the amount that I paid. I paid everything that was due at that time. There was no late fee or interest fee on the account. Otherwise I would have paid that also to get it paid off. Waiting for you to complete an investigation will put the account past the due date again, charging me more late fees and interest, which I will not pay. 
  
  Complaint: 23152406
  
  I am rejecting this response because: 
  
  Regards,
  
  Montana ********