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

  
• 

  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

  
• 

  Comenity Bank

  PO Box 183043 [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:07/29/2022

  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 have a comenity Toyota rewards visa credit card. There were fraudulent charges on my account. I called (I believe it was on July 21,2022) and they took care of it (as far as I can tell). They sent me a new credit card with a new number. I received the new card sometime between July 25-28. I was not home during that time, so I can’t be sure exactly when it arrived. I tried to activate the card online and via their automated phone system on July 28. Neither worked. I called customer service,and they claimed they were unable to pull up my account so it couldn’t be activated. I spoke to 4 different people on that day,and no one could activate my account. Did all the same steps on July 29. Spoke to a supervisor as well. She told me to call back in 15 minutes and they would reboot the system and they would try to activate my account. Called back. No luck. That person said she would try to activate my account at least once before she left at 4:30 MT. I still have 4 more hours to wait before calling back. I can’t use my credit card, can’t get my rewards, not sure if I can use my rewards. Not sure if my previously earned rewards are still in my account. They said they did a system update on June 24 and have been having “technical difficulties” ever since.

  

  Business Response

  Date: 08/01/2022

  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:07/29/2022

  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 received a new credit card from Comenity Bank/Big Lots. Card would not activate and had to call to get it activated. Then placed an online order and order would not go through so called the number on the back of my card again. Was told the order did go through 5 times (I only hit the submit button once) and that it would be resolved. The next day I still had not received an email about my order or order number. Called the number on the back of my card again and was told it's still pending. I said I want to cancel this order as it feels shady and was told I can't cancel the order because it's pending and it could take a few days and then I would need to call back to dispute the order. I said why do I have to dispute an order I just want to cancel. Again this feels shady and all I want to do is cancel this order and credit card.

  

  Business Response

  Date: 08/02/2022

  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:07/29/2022

  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 calling my family and employers. They call after 5pm and weekends. I would l like for them to stop calling my family

  

  Business Response

  Date: 08/02/2022

  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:07/29/2022

  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 ordered furniture through buy buy baby while I was there they asked if I would like to finance my purchase through their credit card which I had agreed to. I placed my order in November 2021 and was told my furniture would arrive in February 2022. I never received my furniture and after being told it was delayed several times I eventually asked for a refund. The refund was credited back to my credit card that is held by Comenity Bank the first week of July. I called Comenity Bank on 7/11/2022 requesting my funds be sent to me in a check since I had paid the credit card in full around February 2022. I was told it would be mailed out. On 7/29/2022 I have still not received my refund and called Comenity to check the status. I was informed I have to wait 21 days from the time of my request before they will issue a check. This is a ridiculous policy that was never explained to me when I called to have the funds sent to me in a check. Since my card has been paid off for a while I don’t understand why this policy even applies to me. When I requested to speak with a manager I was told they will not get on the phone with me. I am loosing interest daily while this company holds on to my funds and gains interest off of it for their own gain.

  

  Business Response

  Date: 07/29/2022

  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:07/29/2022

  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 received my BJs perks Mastercard in April of this year and have been able to use the card with no issues. I went online and registered my account so that would be able to pay on the card when needed. When it was time to make a payment on the card and tried to login to the account I would receive messages that my login information or password was not correct. Thinking that maybe I put in the wrong password, I decided to change the password, so I clicked that I forgot my login and password. Once I received what my login I then clicked that I forgot my password and entered to create a new password only to receive a message that there is a technical glitch and to try again later. This was in May of this year that I begin trying to get into my account and now it is the end of July, going into August and I have yet to have access to my account. The only way I can make a payment is to go through what they call Easypay to pay on my bill. They have been having issues with their online site since I have had a credit card. Last month my payment was late because I couldn't pay on the account at all due to issues on their end with their login site. Thankfully, they posted a message that due to issues with their website that we would not be charged a late fee and they were working on resolving the issues. Well, again, it's almost August and they are still having issues. I haven't been able to reach anyone by phone. The last time I tried to contact them by phone it would not connect or I would get a recorded message that they were working on the problem and hope to have the problem resolved soon. So I can't contact customer service to find out why I can't login to my account and to see if it can be fixed.

  

  Business Response

  Date: 07/29/2022

  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:07/29/2022

  Type:Service or Repair 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.

  Very hard to contact this bank took me over a month to get a person on phone. I have made 3 different payments that they are not giving me credit for When I talk to a lady at there bank I told her I had the confirmation numbers she didn’t even want them. I called my bank they said they received them and was concerned about this bank I have sent them from my bank information on these 3 statements saying that they did send them these payments. I still owe them money but question if I will get credit for them help please.

  

  Business Response

  Date: 07/29/2022

  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: 08/01/2022

  I am rejecting this response because: They have had several days to get this issue fixed. I have the confirmation number which they have refused to take down plus my bank sent to them through me the statements where it came from my account and was sent to them with this day and age with the computer all they have to do is find it in there system. And how come they are still giving my account credit for other payments and not these 3 I have sent them 2 payments in a month twice that I’m not getting credit for. I guess this is what has them confused
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair 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.

  From the week of 6/13/22 - 7/2/22, my online purchases were being denied but my in-person purchases were good. I called Comenity and was told they were doing a system upgrade and it would be resolved by 7/4. On 7/5, my EZpass online payment was denied. I called to complain and was told my last payment was on 5/22/22. I told them I paid $2,563 on 6/22/22 and asked where my payment went. I spoke to Supv Scott who told me they have had many problems since the upgrade and he would file a dispute on my behalf. However he could not get his system to work and said I should call back in 24hrs. I did and was told by Supv Jones to provide proof of payment from my bank. I sent a certified letter with letter of intent from my bank along with bank statements showing my history of on-time payments to them. Over next couple days I got several calls from Comenity asking for payment. I told them they lost the payment and I sent them proof. On 7/19, I received two credit card statements: one for my current card and a 2nd for an old cancelled card showing a credit of $2,563 (my missing payment). I called and spoke to supv Mark who tried to help but could not access old account. I was transferred to Customer Cares, then to Customer Service, then to Customer Solutions, but nobody resolved my problem. On 7/20, I spoke to Aubean who told me this is happening a lot with payments being put on old cards, and to wait a week. On 7/28, I spoke to Supv Scott again. He tried to look up the old card account and could not. He said to keep on waiting, it should eventually resolve itself.
  I am filing a complaint against Comenity Bank, and I am asking for your assistance in getting the issues of my personal credit, lack of access to my credit card and history, and my misplaced payment resolved (with no damage to my credit rating). I am seeking advice, legal counsel, resources, links, or intervention that can get this matter resolved as soon as possible.

  

  Business Response

  Date: 07/29/2022

  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:07/28/2022

  Type:Service or Repair 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.

  SINCE JUNE 26 2022 COMENITY BANK WHO SERVICES MY BJS WHOLESALE MASTER CARD, CANNOT BE CALLED. I HAVE ALMOST $1300.00 IN FRAUDULENT CHARGES I DID NOT MAKE. I CALLED AND CALLED SEVERAL NUMBERS BUT ON THE CEO WEB SITE IT STATES...SORRY BUT OUR SYSTEM HAS BEEN DOWN SINCE JUNE 26. 50 MINUTES IS HOLD TIME AND I CALLED AND DOCUMENTED TIMES AND PEOPLE I FINALLY SPOKE TO. THEY ALL SAID THEY COULD NOT HELP BECAUSE SYSTEM IS BEING WORKED ON. I CANNOT EVEN CANCEL MY 3 CREDIT CARDS THEY SENT ME AS REPLACEMENTS. MY ACCOUNT IS FROZEN. CANT SIGN IN. SINCE JULY 4 THE FRAUDULENT CHARGES STARTED. I WENT INTO MY RIVERDALE NEW JERSEY BJS WAREHOUSE TODAY AND SPOKE WITH CUSTOMER SERVICE. I WAS TOLD THEY ARE NOT AFFILIATED WITH COMENITY MASTER CARD AND SUGGESTED I GO ON MY CELL AND INSTALL THEIR APP AND CANCEL ALL CARDS. WELL, I WISH I COULD BUT I CANNOT EVEN ACESS THEIR WEB SITE. PLEASE ASSIST ME. MY HOME NUMBER IS LISTED ABOVE. MY CELL NUMBER IS ###-###-####.
  THANX SO MUCH.

  

  Business Response

  Date: 07/29/2022

  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: 07/29/2022

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

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair 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've been trying to call through to make a payment for over a month now. Apparently there is an outrage with their phone systems that's been ongoing for weeks. I don't have an online account set up for payments and I cannot create one because I don't have my account number. I've been trying to call every number I can possibly find to obtain that info I need. Their hold times are ridiculous just to get hung up on after 30+ minutes. I'm reading other complaints of people who cannot get into their online payment portals. There's other complaints of fraudulent charges, late fees and negative credit reporting. I have great credit and want to keep it that way. Their lack of communication with their customers is completely unacceptable.

  

  Business Response

  Date: 07/29/2022

  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:07/28/2022

  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.

  On July 14, 2022, I called to make my last payment on my Express Credit Card which is under Comenity Bank **** *** ******* ********* *** **********...this address is the credit report disputes address.
  And I closed that account that same day, payment was before due date and in Full, however I received a bill today 7/28/2022 with a Fee Charge and it mentioned Fee date 7/22/2022 of
  $2.00 dollars. So I called and made that payment on 7/28/2022, because I could not get connected with a representative. Anyway my Paper Bill shows (Your Account is Currently Closed) which is what I want, however when I called they have available credit on system.
  My Complaint is please assist me with Comenity Bank to show my account to be closed and NO More Fees.

  

  Business Response

  Date: 07/29/2022

  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: 07/29/2022

  I accept the business's response to resolve this complaint. Comenity Bank is just stating that they will look into this matter further, that's all I'm accepting.

  Still looking for a Solution which is to completely Close Account and Stop the Fee Charges...
  
  Regards,
  
  
  
  ***** *****