Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,354 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:03/25/2025
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.
Back in December 2024 I made a purchase with my Torrid Credit Card in the amount of $58.70. This purchase was made on 12/30/24. I never received the merchandise. But a paper statement fee was charged to me on 1/9/25 (unaware of this fee). On 1/22/25 I was credited back the amount I was charged on 12/30 in the amount of $58.70. Now because I was credited back for the merchandise I never received I thought I did not have a bill. Come to find out I still owed the statement fee of $2.99. I disputed this fee over the phone and it was waived. But the $30 late fee was not waived because I called after the due date is what customer service told me. I assumed since that fee was waived that both fees should have been waived at the same time. That did not happen and now I owe another late fee of $30 plus interest. As a customer this is poor service because not only did I not receive the merchandise but I started to accrue late fees for no reason.
Business Response
Date: 03/26/2025
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
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23078623
I am rejecting this response because:
I have sent a letter to the business and they have not reached out to me regarding this matter.
Regards,
****** *********Initial Complaint
Date:03/24/2025
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.
This finance bank held my check for over 2 weeks before cashing my check. They make a leaving telling people their payment is late. My check for $989.16 contained a comment paid in full. I am now requesting my previous bogus late fees totaling $71.98 . I have had several phone conversations and they simply don't care. This company is not honest. I have dealt with many different finance companies and never had problems like I have with Comenity - the Room Place. Please contact them at ###-###-####.Business Response
Date: 03/26/2025
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: 05/12/2025
BBB transcribed from typed letter:
4/25/25
Better Business Bureau of Chicago
Re: Comenity Bank/Late Fees
I purchased furniture from The Roomplace by using their finance company's credit card - Comenity Bank. On March 4, 2025 I paid my bill in full with check #****, which I sent via ********* tracking service. A copy of my check, and US ************** Tracking receipt are included with this letter. Please note from the enclosed my check not cashed until March 19, 2025.
When I received a new bill from Comenity Bank stating I was being assessed a late fee, I called to protest the late fee. I was informed by Comenity Bank that checks are held until they get around to processing them. I believe this way of doing business is totally unethical, and I object to these unnecessary charges.
Additionally, I am also enclosing several customer complaints from **********************'s web site, showing very similar complaints of customers having received similar late fee charges.
I believe Comenity Bank needs to be investigated for their questionable business practices. If you need further information, or have questions, please feel free to contact me at ************.
I object to these unnecessary charges.
Sincerely
******* *. Gagliano
**********************;
***************** 6101
Email: ****************************************
************Customer Answer
Date: 05/12/2025
******* J ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
11:28 AM (11 minutes ago)
to **********************************************************************************************
I was waiting to contact the BBB with an update from Comenity Bank, however they have chosen not to contact me regarding our dispute. As usual, Comenity Bank tells the BBB they will contact me, but they have no intention of contacting me! They lie to their customers and also lie to the ********************. This speaks volumes to their credibility. The only emails I receive is another bill for interest charges.Customer Answer
Date: 05/29/2025
From: '******* J ********' via Dispute Resolution - Shared Inbox <********************************************************>
Date: Thu, May 29, 2025 at 10:55 AM
Subject: Fwd: Scanned document from HP ePrint user
To: ******************************************************** <********************************************************>, ******* J ******** <*******************************>
Per your request regarding the latest billing from Comenity Bank, I am sending you a copy of their communication dated 5/18/25 in the amount of $65.00. Complaint # ********.
Should you require additional information, please feel free to contact me at:
email: *******************************
phone # **************
Sincerely,
******* J. ********
---------- Original Message ----------
From: *************************
To: *******************************
Date: 05/29/2025 9:24 AM CDT
Subject: Scanned document from HP ePrint user
This email and attachment are sent on behalf of *******************************.
If you do not want to receive this email in future, you may contact ******************************* directly or you may consult your email application for spam or junk email filtering options.
Regards,
HP TeamCustomer Answer
Date: 06/05/2025
CS RequestGAGLIANO ANTHON - Voicemail box 135
Attachments
12:59 PM (43 minutes ago)
to me
GoTo logo
You received a new voicemail message
Info New voicemail message
Time: Thursday, June 5 2025 12:57 PM
From: CS RequestGAGLIANO ANTHON **************
Duration: 43 seconds
Voicemail box: 135
Transcript:
Hi, *********. *********, my name is ******* ********, and I filed a complaint quite some time ago against Comenity Bank, and the complaint number is ********, and my phone number is area code ************. I'd appreciate if you could kindly give me a call at your convenience. Thank you and have a good day.Initial Complaint
Date:03/24/2025
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.
Initial complaint #******** opened on 11/22/24 with BBB. Resolution provided by Big Lots that I would be receiving a refund in the amount of $157.94. This refund was never received and upon reaching out again to Big Lots, I was referred to reach out to Comenity Bank, the company that administers the Big Lots store card. After reaching out to Comenity, I was told the refund still had not been issued and they gave me an option to open a dispute which is what I did. I was told I would be given a chance to submit documentation and evidence in order to support the dispute but was never given that chance. I have many different communications which support Big Lots being in favor of providing the refund and that it had already occurred. Upon reaching out to Comenity because I was being harassed to make payments, I was most recently told that a decision had been made and that I would receive a letter in the mail and needed to start making payments ASAP. I would like to be refunded the initial $157.94 as well as the late fees which amount to something around $150.I have attached documentation such as the original BBB complaint number, screenshot of late fees accrued, communications between Big Lots, communications between Comenity, and the final dispute letter from Comenity.Business Response
Date: 03/25/2025
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:03/24/2025
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 used my Maurices card in the store in January for *****. My mothers funeral was that month(I bought the clothes for the funeral). I called because I knew there payment was due (but I couldnt remember the exact date)when I called they told me my payment was due the day before. I paid the full balance and asked to have the fee waived. They told me they could only do ***** of the ***** fee that was to be charged because it had not billed yet. I explained I would call back and ask for the full fee to be waived. I forgot to call got the next bill and realized I would be late again. And called in there is no consideration or empathy about the situation. They only offered to refund the late fee but not the additional one. They also told me there would be an interest charge on the late fee. I explained there should be not be an interest charge on their late fees. She insisted there would be. What a scam. I will never have another Comenity banking product and because of this I will never shop at ******** again either.Business Response
Date: 03/25/2025
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: 23110427
I am rejecting this response because: they have not sent me anything in the mail as a response to this bbb complaint. As a matter of fact they have only sent me my next billing statement that includes another late fee . They didnt credit the previous late fee they stated they were going to on 3/25
Regards,
********* ********Initial Complaint
Date:03/24/2025
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 made a purchase at *********** and was told to open a credit card for additional savings. That card was with Comenity Bank. When I received the initial credit card statement I mailed a check for the $23.74 to cover the entire cost of my purchase. I soon received another statement saying my payment was late and there was a late charge equal to my purchase plus a $3 fee. I called and asked why there were charging fees and penalties. Their agent was ignorant and unhelpful. I then sent another check to cover the additional charge of $23.74 after asking to have the account closed. Most recently I received another statement again telling me I paid them late and I didn't pay them the $3.00 charge that I believed was wiped out when I cancelled the card. This time they are charging me an additional $40. This company is a disgrace. Their customer service staff is ignorant, disrespectful and not willing to explain things to customers. I used their card for a simple purchase of $23.74. I've double that amount and suspect this company will continue to add fees that I should not be responsible for. How does a consumer will excellent credit stop a irresponsible ripoff from ruining my credit???Business Response
Date: 03/24/2025
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:03/24/2025
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 purchased 6 items in November of 2024 from *********************** using their branded card. The total was $359.75. I returned 4 items and kept 2. The 2 items I kept totaled ******. I have paid the for the 2 items I kept. Comenity is reflecting I still have a balance of $87.82. I have tried to work with both NY and ** and **mentiy to get this corrected and neither one is being helpful. Comenity says I need to talk to NY and ** and they are not responding to emails. I would like the outstanding balance removed and my account closed. I am filing the same complaint with ********* and Comenity in hopes of getting this resolved. My account number is ****************.Business Response
Date: 03/24/2025
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
Good Afternoon -
Thank you for your follow up. After receiving your last correspondence, I followed up with Comenity directly to see if (1) I could get an agent on the phone - which has been challenging and (2) to see if I would be able to resolve it directly with them. I am happy to report that today my account was updated appropriately and the balance is now zero.
I appreciate your support and am comfortable with the case being closed as resolved.
Thanks,
****** *****
Initial Complaint
Date:03/24/2025
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 have a ******** Secrets MasterCard through Commenity. I made my minimum payment on 2/18/25 and 2/28/25. My payment due was March 7, 2025. I reviewed my account and noticed that VS was showing I had not made a payment and that they have not received a payment since January. Both payments were made through my bank by electronic transfer. I called VS to explain that I did indeed may my payment and made it on time. I provided proof from my bank with a confirmation number to VS through their online message ******. Every person that I spoke with was rude and not helpful. I was told I could not talk to a supervisor several times. When I finally talked to one, I was given the run around and told I would have to wait for the dispute to be resolved. In the meantime, I made another payment because my account showed that I was late and every email I received from them said that I had to make a payment while the dispute is getting resolved. I made the payment on March 17 through my bank by electronic transfer. VS is not showing my payment once again. I have made three payments now and none are reflected on my account yet cleared from my bank account. I have sent several emails, spoke to many people, and no one is helping me. I get the same basic email sent to me. But I am told that to avoid late fees, I need to make a payment. I would like this investigated or direction on who I can contact regarding my situation.Business Response
Date: 03/24/2025
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:03/24/2025
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.
Loft never told me I'd be charged 2.99 per bill. When I called last month, it was NEVER explained to **** explained I would do it today however the lady said she still charged **** WOULD NEVER GET A CARD I HAVE TO PAY TO USE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Business Response
Date: 03/24/2025
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:03/24/2025
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 am writing to inform you that a fraudulent account has been opened in my name with your institution. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent ******************************** Name: CB/VICSCRT Opened Date: 6/27/2022 Account Number: ****************High **********************: $236.00 I request that you close this account immediately and remove any negative information associated with it from my credit report. Furthermore, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.Business Response
Date: 03/24/2025
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:03/23/2025
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 have been dealing with this company since January. I have been receiving constant harassing calls from early in the morning to late at night 7 days a week. They don't stop with the calls. I let them know that they are breaking laws that protect consumers from harassing calls and they don't care.Business Response
Date: 03/24/2025
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.
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