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

  
• 

  Ashley Stewart Credit Card

  P O Box 650018 Dallas, TX 75265

• 

  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:03/19/2025

  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.

  As indicated in the attached document and emails, we feel we were misled by Comenity Bank regarding the solicitation for our Bread American Express Credit Card and the conditions related to the $200 credit we were due. We have spent time on the phone regarding the application of this credit, and sent several email to both Comenity Bank and American Express. American Express responded quickly, but are unable to address the problem. There has been absolutely no response from Comenity Bank. We feel this is both inappropriate, unacceptable, and needs to be escalated to your attention, especially since one of their representatives admitted over the phone that other customers have registered similar complaints. I appreciate anything you can do to address this situation.

  

  Business Response

  Date: 03/19/2025

  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:03/19/2025

  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.

  Pertaining to Helzberg Diamond account 1. I was charged a late fee for the month of February which posted on February 12 2025 2. On February 14 2025 I called and obtained the full balance due to pay off credit card. In which was paid in full.3. On march 19 2025 I get a statement showing a late fee for February and march was applied.4. Also on March statement I see a credit for the previous statement finance charge.5. Tried to resolve by calling and they were unable to explain the billing and offered ***** credit.Please review and advise in writing why the February late fee was not subtracted from the payment and any remaining balance from purchases billed the next month? Please remove the late fee posted on february 12 2025 as payment posted feb 14 that covered the February balance and satisfied the minimum March payment. Please remove the march late fee as the march fee is a late fee that is compounded upon the original late fee that should not have been charged.

  

  Business Response

  Date: 03/19/2025

  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: 04/01/2025

  LJ <***********************************>
  Mar 31, 2025, 5:45 PM (15 hours ago)
  to disputeresolution
  
  
  Comenity Bank has to date not provided a letter to me. Their respo se below states they are waiting fir my response and yet they have failed to send me a notice. I haven't nothing to respond to because I have no explanation of the charges or their reasons for the charge. I am requesting that Comenity provide proof of the letter they send to me or date of email (If that was the form of communication) as of date I have nothing. This is their way of stalling to try and charge and additional late fee on top of the late fees. 

• 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.

  Ok this month I made a payment to Victoria secret on the 7th of March and it cleared my bank with no problems and it was suppose to pay off the bill come today the pay,ent was returned to my bank account . I have also had calls from community bank on different numbers and all this . Just like last month made a payment and they said I missed a payment and the payment was returned to my bank just like this one was and all other payments have been fine until recently . I also have a AAA credit card ans I asked for a replacement card three months ago and never received the card and all this so something strange is going on . Also something else strange that I heard when I got a call was them talking about my bank account over the phone when they called about my payments but very strange but have a wonderful day

  

  Business Response

  Date: 03/19/2025

  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:03/19/2025

  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.

  I set up autopay on my torrid account but the autopay did not take affect and I made a manual payment the day after I saw it did not take out of my account. I called in to see what I can do to avoid the late fee. I do not want to be charged a late fee and The representative on the phone was unable to guarantee that occurring can that please be reviewed to avoid the late fee and thank you

  

  Business Response

  Date: 03/19/2025

  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:03/19/2025

  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.

  I was setting up a auto payment and they went into my account like if I was making a payment at that time and I was not and I request for them to send me my money back and they said they could not do and I asked for a manager to me. They said it would take 24 to 48 hour so I called ******* and sent the merchandise back What I was not wanting to do, but since it took so long for them to call me back and not trying to work with me. I to send the merchandise back.

  They shouldve went in my account. I was just setting up for auto for when it was time to set mypayment at the time of April because I had already missed the payment previous with another merchant And I didnt want that to happen again and I failed that they shouldnt have went in my account

  

  Business Response

  Date: 03/19/2025

  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: 03/19/2025

  What letter you talking about two different situations were not talking about community dealing with *** jewelry about a situation dealing with bread financial 

• 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.

  In February I was assessed a late fee of $30 by making my payment 2/13 instead of 2/10. I called their help line to request a reversal of the fee, as most companies allow one if it's your first time. I was told they would waive half the ($15) if I paid the other half ($15) by 3/10. I set up the payment that same day for $15 to be paid on 3/10 through their automated online system. Now I am seeing that I got assessed a $41 late fee for paying the bill on 3/10, the day it is due, plus interest charge fees, and the associate never waived the $15 like he said he would, so it's up to $59. An account that should have been paid in full on 3/10, has $59 of entirely fees. I was told through their message center there was no record of them waiving half the fee in Feb and that their automated system intentionally waits until it would be past due so they can assess fees if you pay the same day it's due, which is terrible. I asked to close the account, and that I refuse to pay any more fees, as they will just keep dragging it out by finding more ways to assess fees and keep me on the hook paying them forever, and their response was to again offer to waive $15 of the late fee, instead of closing my account and zeroing out all the fees.

  

  Business Response

  Date: 03/19/2025

  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: 03/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23085766
  
  I am rejecting this response because: 

  Will accept when they reach out to me.
  
  Regards,
  
  ******* Butter/******

• 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.

  I went to the white ***** store of *** jewelers, the store where i made the original purchase and opened the credit card. This visit was in December of 2024. I asked how much interest I would be charged and offered to pay off the entire amount at that time. I was told my interest charge wouldn't be much. The original purchase price was 1500 and I had paid that amount down to 300. In February they added an additional ************* interest to my bill. They doubled what I owed them. I tried to call them the very next day to explain I was in a financial hardship what had happened in the store in December and I offered again to pay the amount I owed. They have been of no help. The entire 300 I owed has now been paid. I paid 300 in March and now the account sits with a ****** balance which I feel I am not responsible for due to the conversation I had in the store where I offered to pay in December. Please help me resolve since they are not willing to help.

  

  Business Response

  Date: 03/19/2025

  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

  They have not sent me anything or tried to help me resolve this matter in anyway and just keep charging me interest although the original purchase has been paid off. I find this to be illegal and will take legal action as well.  
  
  Complaint: 23085689
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** **************

• Initial Complaint

  Date:03/18/2025

  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.

  Just filing this complaint to get ahead of things, as Im sure this will be dragged out and I see so many people having similar issues, as well as just in general with ComenityI applied for a Sephora credit card on Sunday (3/16/25) and was approved. For some reason, I never received any sort of approval email, which shouldve included important information like my account number. Because of this, I cant make an account which is a problem. Especially since Ive already made a purchase with a temporary card that was added to my ******* account.I called, and was told I would receive an email within 24, which never happened. Because I cant sign up for or create an account, I cant even check to see if my mailing address is correct, as Im not sure if I forgot to include my apartment number. So theres a huge change I might not even get my physical card.Again, Id really like this sorted, as I dont want to get stuck not being able to pay for my eventual bill and being stacked with fees due to this. I really need my account number.

  

  Business Response

  Date: 03/18/2025

  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

  Better Business Bureau:
  

  I didnt receive the letter that Comenity stated they were going to send in response to this, but I did receive the card today, which allowed me to sign up for my account.

  The mail didnt include my apartment number, which was one of my worries that I had and requested help for from them for, but thankfully, my regular mailman was able to deliver it.

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/18/2025

  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 2/11/25, I was charged interest for a promotional plan that had ended. That interest was a total of *******. I was almost done with my entire balance, as I owed under ***** dollars. I did not receive a letter in the mail or any notification that my promotional was end, nor how much interest would be charged. I did contact them via phone and spoke with 4 levels of employees who stated they could not do anything and that I had signed up for paperless statements. Despite, having paperless statements, there is not a reason why a company cannot send a 1 letter, informing their loyal customers that their promotion will be ending and how much the interest will be. I have paid all of my payments on time. I contacted them to see if I could pay my balance and I was told, I had missed the deadline to do so. I had sent a message through the portal last week, but did not hear back from them in time. I called today, and they stated was now past the billing cycle by 1 day. As a loyal customer, the excuse of red tape (unable to allow me to pay off the balance) is unacceptable. Again, if the company truly care for their customers, they would be sending off a final letter before the promotional balance ends and the amount of interest that will be charged. I am very disappointed in the response of this company considering how many years I have been paying off my bill.

  

  Business Response

  Date: 03/18/2025

  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: 03/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23079679
  
  I am rejecting this response because: they never responded. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:03/17/2025

  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 have asked for the late fees in the ridiculous amount of $115 to be removed from my account. I paid the $33.83 which is the actual amount that is due minus the late fees. The check has cleared my bank. I explained that my husband has a heart condition and had surgery. He had to take an unpaid absence from work and we got behind on bills.Comenity refuses to work with me and will not remove the late for my Woman Within account.

  

  Business Response

  Date: 03/17/2025

  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: 03/17/2025

  
  
  '*******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  2:20 PM (1 hour ago)
  to **********************************************************************************************
  
  
  This is the letter that I have from Comenity Bank (Woman Within account).  I do not have any way other than this to email this letter.  I could mail the letter.  I have also attached my letter to Comenity Bank.
  ******* *******