Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,371 total complaints in the last 3 years.
- 1,304 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/30/2025
Type: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 keep getting called everyday all day every 2 hours from ************. I just paid my bill, but yet keep getting called and harassed about paying even though I already paid. This has gone too far and I should not be getting called all day everyday.
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:03/30/2025
Type: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 is reporting a charged-off account that I never opened. I am a documented victim of identity theft, and Experian has maintained a fraud alert on my file since 2019. The account is:Account Name: COMENITYCB / LendingClub Account Number: **************** Balance: $10,485 Opened: June 17, 2019 I never applied for or authorized this account, and I demand immediate removal. Comenity Bank has not provided any signed agreement, IP logs, or validation of consent, violating:FCRA 609(a)(1)FACTA 605B FCRA 1681s-2(b)This also violates Metro 2 formatting rules, including ECOA and charge-off reporting practices.I request full deletion within 10 business days or I will escalate to the **** and file legal action.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:03/29/2025
Type: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 November 10, 2024, I opened a ***** Credit Card issued by Comenity Bank to take advantage of their 18-month interest-free financing offer. I was assured by a ***** employee that my purchase of $4,489.49 would qualify for this promotion. This was the sole reason I opened the credit card, as my other cards offer significantly lower interest rates and attractive cash-back programs.
Payment History:
December 5, 2024: Paid $1,000
December 25, 2024: Paid $500
January 21, 2025: Paid $500
February 15, 2025: Paid $1,500
Despite timely payments exceeding the minimum required amounts, I was charged interest on the following dates:
January 8, 2025: $92.73
February 5, 2025: $78.28
March 7, 2025: $48.46
Total Interest Charged: $219.47
Resolution Attempts:Upon discovering these interest charges, I contacted ***** customer service and was advised to return the item and repurchase it under the financing plan.
On February 17, 2025, I visited the Jared ****** where the manager refunded the item, reprocessed it under the financing plan for a $50 fee, and contacted Comenity Bank. I was assured that the interest charges would be refunded and my next statement would reflect this correction.
Despite this, I was charged another interest fee on March 7, 2025.
Financial Impact:Interest Charges: $219.47 Enrollment Fee for Financing Plan: $50 Lost Cash-Back Opportunity (1.5% of $4,489.49): $67.34 Total Financial Loss: $336.81
Resolution:I am requesting a full refund of $219.47 in interest charges, as well as the $50 fee for the improperly applied financing plan.
I am requesting that this refund be issued via a physical check mailed to my address. I would appreciate a written confirmation that this matter has been fully resolved.
I opened this credit card under the belief that I was enrolled inan interest-free financing plan. The mismanagement and contradictory information provided by Comenity Bank's representatives have been frustrating, time-consuming, and financially damaging.
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:03/29/2025
Type: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 paid my Big Lots balance in full in January 2025. I received another bill in February
of $30 which I paid right away. I did not realized it was a late fee. The last
payment was paid on time. I request that Comenity remove the current balance of $71.00 and
refund the $30.00 late fee that I paid, I had not realized it was a late fee. The last bill was paid before the due date and should not have incurred the $30 fee.
Thank you,
******** *****###########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.Customer Answer
Date: 04/08/2025
I accept the business's response to resolve this complaint.
Regards,
******** *****Initial Complaint
Date:03/28/2025
Type: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 received notification that a debt on my account has been written off and that my account has been closed. However, after contacting customer service for clarification, I am now confused, as I have had this account for over five years and was never informed that it had been charged off. Additionally, I have continued to make purchases up until 2024.I am very concerned about this matter and am requesting formal debt validation for the charged-off debt. Furthermore, I request validation for my current outstanding balance, which I actively manage and pay through my account.Please provide detailed documentation verifying these debts at your earliest convenience. I appreciate your prompt attention to this matter.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:03/28/2025
Type: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.
*************** is the retail store. Comenity Bank does not cash checks in a timely manner and therefore keep issuing late fees to the tune of $41.00 per month plus a $3.00 service fee. All my bills are paid through my bank and this is the only Vendor/Bank that claims to get payments late consistently. There are numerous complaints on Wallethub too with the same issue. I want to pay them off since I really didn't need financing in the the first place less all their false charges. I will never shop at *************** or deal with the is bank again. It's just bad business.Business Response
Date: 03/28/2025
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: 03/29/2025
Complaint: 23128498
I am rejecting this response because:Not resolved just a stall tactic. No deadline given.
Regards,
******** ********Initial Complaint
Date:03/28/2025
Type: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 alert from my credit monitoring subscription that my Ulta Beauty store credit card account was delinquent. Having had this card for many years and having automatic payments set up all of these years, I was confused. I get into my account on the ********************/Bread website to find that my $4.53 that I charged to my credit card Feb 1st was not paid through my auto payments. I click into my secure messages to find a notification from Comenity dated Jan 20th that they are no longer supporting automatic payments in the way that they were before (no extra details were added). I was not notified via text or email of this change and low and behold, two months later I have now been charged the following on a $4.53 original charge:-$30.53 in late fees -$4 in interest -Delinquent notice for non payment submitted to the credit bureau resulting in my score falling 60 points and I have a derogatory **** (my only one) on my credit report.I tried calling the number to settle this over the phone thru ************ and the line is completely down and does not ring. I then resorted to sending a secure message through the credit card dashboard and it looks like it was processed, but then received an email just now stating "It looks like you tried to send us a message through ********************** Unfortunately, a technical glitch occurred and we did not receive your message.Please sign in to ********************* and try again."I really need a representatives help to get to the bottom of this.Business Response
Date: 03/28/2025
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: 03/28/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23128274
I am rejecting this response because:The customer representative that contacted me today immediately after I submitted this complaint only called to collect the FULL balance on my account and did not acknowledge this complaint in any capacity! They mentioned they would remove the two late fees, but I would have to pay the original balance + interest + they would not help me remove me in trying to get the late payments removed from my credit report. I was then instructed to call ************ to speak with a supervisor that "works with the Comenity credit bureau". Only to get a hold of them and was told that they would not in fact be able to get in touch with the global disputes team through Comenity, as they can only be contacted via email. She said she could not email them because this was not a Comenity Bank issue, but an issue in me not paying my $4.53 for two months. Since it was a "personal issue" I was instructed to either A) send a secure message through the Dashboard (tried this already and theyre experiencing technical glitches) or B) mail that specific team a dispute letter (lol). As a last ditch effort, she gave me an additional number for the "payment solutions" team at ************ (ext 4777). She said there was no guarantee that they would be able to help me either though. So this is where we are at.
Again, I only received one communication abruptly on January 20th that my automatic payments were going to be turned off and that I would have to re-enroll again BECAUSE OF COMENITY BANK. I COULD have gotten a call/voicemail, an email (other than my scheduled monthly statement balance with NO indicator in the email body that the account was becoming delinquent), SOMETHING. Its very ironic that when they called to collect payment, they asked if they could use the payment that I previously used for my automatic payments (and the same account that I've been using). An account that they ALREADY had authorization to use, but decided to charge me interest fees and late fees over the last few months.
Now I am left cleaning this up and Comenity wont allow BBB to help me? Be so for real. I cannot wait to cancel this card after having it for over a decade and spending thousands annually. I am done.
Regards,
****** ******Initial Complaint
Date:03/28/2025
Type: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 2/18/25 I submitted a balance transfer from Discover to pay off my Arhous (archarge) Comenity Charge Card that was due by March9th. The check was mailed to Arhous Coporate directly. Arhous contacted me and told me that they received the check and that they were going to shred it because it landed in the wrong location. I submitted another balance transfer right away from Discover and it was processed on 3/12/25. Comenity Bank received it and it was processed correctly. In the time that this all happened, Comenity Bank charged me 2,273.59 in interest charge because they didn't receive the payment on the the due date. I submitted proof that the first check was sent on time but there was a mistake in processing it and they continue to say that I owe the interest charge. This is thousands of dollars in interest for me being late a few days. This doesn't seem fair, especially since I have proof that I tried to pay on time but there was an issue. I paid the interest charge to avoid future charges but I would like the money for the interest back. attached is proof that the check was processed on February 24th.Business Response
Date: 03/28/2025
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:03/28/2025
Type: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 purchased an item at Kay Jewelers using my Kay’s Comenity Credit Card. I paid off the credit card and then ended up returning the item. Comenity owes me $1.610.74. I have requested this in multiple occasions and they keep giving me the run around.Business Response
Date: 03/28/2025
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: 04/08/2025
They still owe us $1610.74.
Regards,
**** *****Initial Complaint
Date:03/27/2025
Type: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 a computer from Dell with a 12-month no-interest option.
I set up the autopayments, and all was good till they decided to change banks a few months in.
I got an email about this saying to set up the new account for auto pay and I did so.
In that email, it said I would need to make manual payments for 1 to 2 payments before the auto pay would kick in, so I did for 2 months.
I thought everything was fine. Fast forward to the end of the payments, when I thought I was done, I went in and looked, and to my surprise, I was hit with $600 or so of interest, so I called them to see what happened, and they told me I did not pay all the payments in time. So I did some looking, and it turns out that their auto-pay did not trigger after the 2 manual payments I made it had skipped one payment.
So I had them open a case to look into it and was awaiting the results. Over time, I had called for updates several times and got the runaround that it was still in dispute and id get contacted when it was done.
So I waited longer, then called a few more times, same answer.
I had forgotten about this till today, I got an email and a letter in the mail from another company now claiming to own the account and that I need to pay them.
I have paid them $10 over my original total, and now they say I owe them a little over $1100Business Response
Date: 03/28/2025
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
From: ****** ******* <*************************************************>
Date: Thu, Apr 17, 2025 at 6:43 PM
Subject: complaint ID ********
To: <**********************************************************************************************>
ID ********
Please see the attached images below.
I am NOT in agreement with Comenity Bank.
Looking at what ***** **** sent me proves my point that they are at fault.
She says "image.png".
My auto-pay was set up on October 12, and based on the directions I was given in the attached Image at the bottom in yellow says "image.png"
So I called and made the 2 Payments as she shows here "image.png".
Now, at this point, the December autopayment should have been in effect for December 20, 2023.
This was apparently not the case, as I found out in May of 2024. If this had auto-paid like it should have, my payments would have been paid in full, and I should have had a credit on the account of $9.79 as of May 20, 2024.
***** goes on to say,"
image.png"
Interestingly enough, I have no emails from Comenity ************ ever that I'm able to find; I have all the **** ones before Comenity, and even one from Midland Credit Management. Before my account was deleted from **** and Comenity, I never saw any interest or late fees till May of 2024 when I noticed I had made another payment after the last payment date.
Thanks,
******
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