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:03/23/2025

  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 had an account with ***************** for an office 365 subscription for years. The account was then given to Comenity Bank. This account is billed on a yearly basis. The last bill was due on 02-05-25. I sent a check on 02-01-25 for the full amount of $74.71. I then received a bill for late charges of $22.00 and noted that my payment had not been processed until 02-11-25. I accept that 4 days for receiving and processing my payment may have been close: however, many companies look at the postmark date rather than the date of processing the payment. Regardless, on 02-19-25 I sent a check for the $22.00. THEN, I received yet another bill for $2.00 late charges with a date of 03-11-25 with a description of MINIMUM INTEREST CHARGE--yes, in all caps. Today, 03-24-25 I'm sending a check for $2.00 and requesting that this account be CLOSED. This is like a recurring nightmare where you cannot escape the monster that is chasing you. I want NO FURTHER CONTACT from Comenity Bank.

  

  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: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 mailed a money order to Comenity Bank P.O. ***************************. No record of payment mailed 2/22/2025. Now credit score went down 100 points and I'm being charged late fees. No one at customer service gives me resolve. Seeking an answer as to whether this bank has issues since transfer to bread financial.

  

  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:03/22/2025

  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.

  I paid the bill in its entirety.

  

  Business Response

  Date: 03/24/2025

  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: 04/12/2025

  They have now resolved the issue.

• Initial Complaint

  Date:03/22/2025

  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 did not want to do business with this company. I requested to have my debit card removed from their system and clearly by the pic available I was not given any option to remove that card from their system.

  I feel that ******* used deceptive practices on their website as i thought i was usingba wayfair credit card when i made the purchase. Bread payments addressed emails as Hey!

  I could not confirm my debit cardbwas removed from their system after payment was made. My debit card number is now on their recorded yelephone system, therefore i have had no choice other than to submit it as stolen and a reissuance of my debit card. These are deceptive practices and totally illicit in my opinion.

  Please have company remove my debit card information from their ivr system and send confirmation email that this has occurred.

  I also want all of my personal information removed from any applicable databases within their system and not to be shared with any and all other financial systems.

  

  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: 04/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close you
  
  Complaint: 23102624
  
  I am rejecting this response because:  I am rejecting this response as I still do not have confirmation that they have deleted my debit card information  which i HAD to use to clear this debt.    I have since had to report this card as stolen and have a new card re-issued.  These ************************* practices as I DO NOT  want my debit card number  on any financial system except my own.   

  
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:03/22/2025

  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.

  This complaint is about I payment I made towards my **** ****** credit card that is through Comenity bank.I went Into the store on 10/29/2024 and made a $20.40 payment to pay off my credit card. I made the payment by inserting my debit card into the card reader. I then Received my **** in the mail (see picture) and it said 10/29/2024 payment recieved.

  10/29/2025 Returned Payment then 11/05/2024 payment recieved. Then in the Fees there was a Returned Check CHG 11/01/2024 for $30. I never Went into the store 11/05/2024 to repay the check as it went through the first time so it makes no sense that there was another payment 11/05/2024 unless they kept and stored my debit card information and used it without my consent again.

  I have called many times since then trying to figure out why the charge was added and what was going on and multiple people I talked To told me that they didnt know what the charge was and that I didnt Do anything wrong but they couldnt reverse the charge. Some people that I talked to said i mightve inputted wrong information when paying it but thats impossible as I used the card reader and the payment processed right then on 10/29/2024. Someone also accused me of going into the store on 11/05/2024 again but that didnt happen.

  In summary, I made My $20.40 credit card payment in the lane ****** store on the credit card reader with my debit card. I then received a fraudulent **** with a saying I payed 10/29/2024 and then it was returned on the same day which incurred a $30 fee and finally the **** said I paid The $20.40 again on 11/05/2024 which didnt happen.

  So I payed the fee so that it Wouldnt effect my credit and Im out $30 that I have tried countless times to get back but the company refuses despite the fact that they said I did nothing wrong.

  

  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: 04/02/2025

  Hello, Comenity Bank still has not followed up so I would like to keep the complaint open as I know it disappears after 10 days. 
  

  Thank You,

  ***** ****

  Customer Answer

  Date: 04/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23102301
  
  I am rejecting this response because: I have not received a follow up from the company yet
  
  Regards,
  
  ***** ****

  Customer Answer

  Date: 04/14/2025

  Hello,

  This letter is full of lies so I will Address each one in hopes that they will fix it before I take further action. There was only one payment made by me and it was on October 29th using my bank card in the store. There was no payment by phone like it said in the letter and there was certainly not a payment in November 5th in store. I never called to make a payment so that is a lie. I would like any parties involved to check the security cameras for the Lane ****** store to prove it. If they said I made A payment through the phone on October 29th then I would Like the recording of the call or proof the call happened as proof. Attached is the letter they sent in response to the first complaint. Once I take legal action the security footage and phone call records could easily be subpoenaed and revealed so this is the last chance to stop lying and make things right

• Initial Complaint

  Date:03/21/2025

  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 received yet another letter stating that I applied for a ********** secret Mastercard and that I need to call back to finish the application. I have not nor ever will apply for a ********** secret card. This is clearly fraudulent. Please investigate **** as to who submitted this application using my information. Stop any further applications for credit using my name.

  

  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: 04/17/2025

  
  
  'PM' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  3:41 PM (27 minutes ago)
  to disputeresolution
  
  
  Hi *********, 
  
  
  Please see attached response from Comenity Bank. Please be advised that this is not a satisfactory resolution.
  
  
  Regards
  
  
  **** *******

• Initial Complaint

  Date:03/20/2025

  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 is fraudulently trying to claim that my payment was returned for insufficient funds as a justification for charging me thousands of dollars in additional fees due to an ending promotional 0% APR promotional period on a store co-branded credit card. They claim that my last payment of the promotional period was returned, and have since charged me $2,315.27 in bogus interest fees, $30.00 for a bogus returned payment, and $154.62 in ongoing interest charges following the end of the promotional period. They refuse to respond to my inquiries with any evidence. I have sent them evidence from my linked bank accounts showing ample funds available. Nobody from my bank is able to verify that a payment as attempted. This is fraud, and they are holding thousands of my dollars hostage.

  

  Business Response

  Date: 03/21/2025

  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

  Hello, 
  
  
  My complaint against Comenity Bank was recently closed, but I just received an update letter from them, so I want to reach back out to provide you with this information, my response, and to hopefully reopen this case. 
  
  
  Please see attached.

  
  Comenity bank is still claiming that my account payment was rejected for insufficient funds, but I still claim that this is not true, based on the fact that my account balances all show sufficient funds to clear the transaction. Furthermore, there is absolutely no evidence from my bank that I can find that there was any attempted withdrawal. There is no record of any payment even being attempted, which is why I so vehemently dispute this claim.

  I ALSO am opposed to the fact that Comenity made no attempt to contact me about a returned payment. If they had notified me, I could have investigated to ensure that they received the payment and that there were no issues, but they waited over a week to even update our account (which previously as of October 8th, showed a zero dollar balance) and it wasn't until a month later when an automatic payment was processed again that I even realized that this account was still not paid off. 

   

• Initial Complaint

  Date:03/20/2025

  Type:Product 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.

  They took this money out of my account, and I dont recognize what this for

  

  Business Response

  Date: 03/22/2025

  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:03/20/2025

  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.

  This problem is pertaining to my ********** secret closed account. I filed a complaint again this company roughly 6 months ago when the balance on the account was $2,000, today the balance on the account is over $5,000. I called ********** secret and spoke to someone by the name of **** in the collections or settlements department. When I spoke to **** and informed him that back in September I closed this account however you are continue to charge interest in late fees on the account, he suggests or he offered to waive late charges on the account. I haven't utilized this account in over two years where the charges on the actual account that was made by me is can be less than $1,000. **** proceeds to tell me that he will wave $900 of late fees if I pay over $4,000 on the account. I refuse the offer and I asked **** when will this account be sold, because the account is more than 90 days past due. I never receive an answer from ****. He basically told me that that is the only offer he has is a ticket or leave it and I left it. I need to speak to someone in headquarters about this ********** secret account where I can have a reasonable settlement to finally be finished with the account. This company is very predatory when it comes to the closing of the account and continuingly charging of interest and late payments.

  

  Business Response

  Date: 03/21/2025

  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: 03/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  If there's no follow through on resolving this complaint, it will be reopened.

  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 04/04/2025

  I would like to reopen this complaint. I haven't received any communication from comenity Bank about my account. I would like to speak with someone in comenity bank headquarters on this matter. Thank you. 

• Initial Complaint

  Date:03/19/2025

  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 processes for JJill. Charged a scarf of $40+ on 12/2/24 at JJill. Returned 12/4/24. Have documentation.they are harassing me about nonpayment.

  

  Business Response

  Date: 03/21/2025

  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.