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 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:04/02/2025

  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.

  I recently paid my VS/Pink bill in it's entirety only to receive a late fee after the fact. Then another late fee for failing to pay that late fee.

  When I called customer service and twice asked for a manager. I was lied to both times and transferred to another account specialist. I finally was transferred to a manager who was less than helpful and extremely condescending. Couldn't even show me the respect to refer to me as Mr. ***** but continued to call me by my first name which is just plain unprofessional.

  He explained it as people had issues being call **************** to ideology but then never asks what people would like. He offered to cover one of two charges and I said fine knock off one of the charges and then cancel my account and he refused as that was the customer retention offer and I had to keep my account open to get it. This was never said before.

  I have had my card for a few years now and after this I will be canceling my account and no longer spending money with any limited brands and will make sure never to use any credit cards through comenity or bread financial. Not just the late fees but the disrespectful tone and demeanor of outsourced customer service in ******. People working from home not really accountable to anyone.

  

  Business Response

  Date: 04/02/2025

  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: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.

  Comenity Bank Credit ************ never sent me a paper invoice or a paperless statement saying I owed any balance until March 28th via Email saying I was past due on payment.I called them and they had a payment made from someones elses checking account and had a different phone number on file .They made me pay ***** before I could close the charge account and now the company has put on my credit report a past due , which impacts my credit score.This company is very unprofessional and I would like to make BBB aware and also have them remove the derogatory past due impact on my credit report.I have also reported the company to the credit reporting *********** and made them aware of this as well

  

  Business Response

  Date: 04/02/2025

  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:04/01/2025

  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.

  My compliant is about a payment. I schedule my last payment for this Bank on their website on 03/03/3025 To be paid on the due date of 03/13/2025 for the amount of $27.56 this payment would leave my account with a zero balance.

  To my surprise I received a statement for the month of April stating that I had a balance of $30.57. I called them only to be told that because my payment did not post to the
  account until 5:05 pm that my payment was late so therefore they charged me another $27.56 plus an additional $3.00 finance charge.

  Mind you I schedule the payment on the 3rd to be paid on the due date of the 13th on their website so because their website did not upload the payment until the end of the day they expect me to pay more than I owed them.

  I have never been late or missed a payment every month I paid 4x what the payment. They could have waived that late charge which was because of their system so I have to stand on principles and I refuse to give them another dime. I would fully understand if I was a customer that was always making late payments but, I was the opposite I always paid more. Customer service basically said to me well it's your credit that will suffer. All I asked them to do was wave the late charge and that finance charge that was their fault.

  

  Business Response

  Date: 04/02/2025

  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.
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/31/2025

  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.

  Charging excessive fees/interest. Processed account payment one day late, charged late fee. Subsequently charged late fee on the initial late fee. Only removed one late fee when issue addressed with company. Comenity bank has since charged interest and another late fee resulting in $76 of fees and interest on an account that when paid, in full on the due date, only carried a $100 balance.

  

  Business Response

  Date: 04/01/2025

  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:03/31/2025

  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 contacted by Ulta Fraud department in February 2/11/2025 via text message that there was a purchase of $150.00 that was made on my ultra card number ****************. I immediately contacted the fraud department back spoke to representative stated that this was not my charge and I had no knowledge of this purchase. I was then told that the purchase was made in Miami Ilive in Tampa, which is about 3.5 hours away. I was advised that I needed to wait 60 days for the dispute to be resolved, in the meantime, the purchases would not be charged to my card until the dispute was resolved.

  I received my bill in March and it showed that the purchase was in fact still on my credit card showing as a purchase in that interest was still occurring on my card. I then received a letter stating that the purchase was correct in reviewing the the receipt that was sent to me which is the back of the letter in which I have provided proof of you can clearly see the items that is marked.

  The original authorization shows itwas *****. The tracking number showed ******** then it looks like it was a different font used in the middle, whichhad the last four of my credit card number that ends in **** shows $150 charge that authorization shows *** ***.

  The trace numberhas a different number that shows 1**** ***. The signature clearly was not mine then un further upon looking at the receipt that was sent to me it shows my member ID was ************** that is not my member ID number so this was a cut and paste job.

  I am disappointed that ultra thought that they were going to stick this $150 purchase to me in which I was never in Miami. I was actually at work for the more you will see a snippet of my timesheet that shows my whole entire time for that week of February 10 through the 14th.

  I’m very disappointed that the investigation led to a lack of experience of whoever was looking at a receipt that clearly took that bogus receipt at FACE value so therefore I have uploaded proof!!

  

  Business Response

  Date: 04/01/2025

  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’m STILL waiting for Cominety to RESPOND. When they do I WILL notify BBB as per your email..  

• Initial Complaint

  Date:03/31/2025

  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 opened up a Houzz Mastercard . I spent just under $8000.00 and I have earned $425.00 in reward Dollars. I tried using the code given to me on my billing statement and the code comes up invalid. I have been making multiple calls to the number on the card and I kept on getting redirected and no one knows what to do. Unable to speak to a manager because the call goes to different countries. All I want is a code so I can use my reward Dollars that I have earned.

  

  Business Response

  Date: 03/31/2025

  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:03/31/2025

  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.

  ********** Secret Credit ************ keeps adding Account Assure protection without my approval. I have called an requested it be removed many times over the years and they keep adding it back in claiming that I approved it. It happened again today- I logged in to my account and actually it immediately asked me if I wanted to add account assure - I declined it as I always do. However when I checked my statement it was added anyways and they are charging me for it.I called and they insist that it would not be on there without my consent. ( They cannot find the so called recording where I agreed to this either, but can see that I declined it on multiple occasions) I told them I will not pay this again as I did not approve it, but they are not removing it from the bill. I have moved forward to cancel the account as this has happened repeatedly over the years.

  

  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:03/31/2025

  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.

  A couple of months ago I paid my Victorias Secret Account down to a zero balance. The company charged me a late fee of over $40 and they continue to add to it. They have reported me to the credit bureaus and they refuse to remove the late charges. I asked that the account be closed and they demanded that I pay those excessive late fees. The last time I charged anything to the account was May 2024. Since that time I have paid hundreds of dollars for that one purchase. Now I think the balance is at least $80.00.

  

  Business Response

  Date: 04/01/2025

  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:03/31/2025

  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 from *** Jewelers in September of 2033 with 18 month interest free financing. I made a second purchase from *** Jewelers in December of 2023, with an additional 18 months interest free financing.

  Upon reviewing my most recent March 2025 statement, an interest charge of $1,100+ was added to my account.

  The reasoning behind this interest charge is the first purchase in Sept of 2023 was not paid in full mind you, I paid this off in ************************************************ it was 12 months interest free financing, when in reality it was 18 months. I still owe roughly $700 for the purchase in December 2023, which is due in full by 6/23/2025, since that is when the 18 months interest free financing is up for that purchase. Comenity Bank told me that I should have allocated where the money was going, but that is not an option for me on the online portal. They then told me I should have called in and had them allocate the money and that information was never relayed to me prior to purchase.

  So they have taken it open themselves to allocate the money to the purchase I made in December 2023, instead of the first initial purchase in September 2023. Which is totally wrong, because I have been a *** customer for years and have never had a late payment, never missed a payment and have always made double and triple minimum payments with a 100% payment history.

  I feel as if I am being totally wronged for this, and do not understand why Im being charged interest on a purchase I made 18 months ago thats been paid off.

  On top of that, $1,100+ in interest. I have asked the bank to remove the charge in which they stated there is nothing they can do. I have received zero help from the company, and very little and poor explanation as to why the charge is there in the first place. I am willing to pay the remaining balance in full if the interest is removed. I am very upset and this is so disheartening. I have been a loyal customer.

  

  Business Response

  Date: 03/31/2025

  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:03/31/2025

  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.

  Comenity bank has the wrong social security number on my account and is refusing to change it. Even after I submitted proof of drivers license and social security number to the customer portal that I had to log in with the wrong last four of the social just to get into my own acct.

  Im not sure what happened from the day I the item was purchased to now but my name definitely was spelled wrong and social was wrong.

  I submitted proof on Feb 28 and March 5 and have no received a call about it! Only receiving calls for payment but I refused to pay for something that doesnt have MY identification number on it.

  Please help!

  

  Business Response

  Date: 03/31/2025

  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: 04/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23137945
  
  I am rejecting this response because: they still have not yet change my social security number and have not received a letter or email regarding my account and fixing of the wrong information. Something needs to be ?? 
  
  Regards,
  
  ******* *******