Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,396 total complaints in the last 3 years.
- 1,328 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:07/28/2022
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 company has charged me for the last several months late fees. I paid the late fees the one month and the gentleman took my payment stated, " it was good he received it" The following month I was called again and they stated, my payment did not go through. I was irrate but supposedly the customer service person, took my wrong information.
I made the payment closed my account. The next month I got another bill again and it was the same amount for $83.00 and this is continous late fees plus late fees accuring. I was told on June 25, 2022 the one late fee was removed and I only had to pay $46.50 which I did and my account was clear.
It is now July 2022 and I get this bill in the mail again for $83.00. I get placed on hold to the escalate department and this woman Vanessa S which she could not give me her completed name tells me that the issues was my late fees were occuring daily. I explained to her the situation and I still had to pay $83.00.
She told me she would send a complaint within her department. I felt disregarded and as a customer this is unacceptable to pay this again.
I want to be paid back for the money I have put out several times already.
The are charging 26.74 interest plus literally I have put out over a substantial amount because of there incompetency. This company is ripping people off. i might add I already had paid my full account off several months ago and they kept on accumulating late charges to bill me.
Please do something.
Business Response
Date: 07/28/2022
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: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 May 16, 2022 I paid Comenity Mastercard $2433.60 which I owed. On May 23 Comenity took $2433.60 from my acccount On June 6, 2022 after phone calls and message writing I was refunded the $2433.60. Now I find on July 21 Comenity has once again taken this $2433.60 from my bank account. I have called and messaged once again but have got no satisfaction.Business Response
Date: 07/28/2022
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: 07/30/2022
I accept the business's response to resolve this complaint.
Regards,
****** *****Initial Complaint
Date:07/28/2022
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 notification that the website would was down due to system errors. I called to make payment over the phone with the banking information that is saved on my account and I have used for almost four years with no issue. I was told by customer service representative Fabiola the payment didn't go through and to try with another account - I don't have another account to use. I logged on and was able to access payment prompts through "easypay" on July 18th (the same day I called) and received e-mail confirmation that my payment would be processed and I was given an ez pay confirmation number. (Payment was due July 21st). Today I received my account statement which didn't show my payment (I checked my bank account and it has not been processed). I called today and requested the late fee be removed (which it was). I asked when the website would be back up and was told they didnt know. When I requested to speak to a supervisor I was put on hold and the supervisor indicated to the representative that the website should be up. When I try to log in using my user name and password it says "the information you entered does not match our records, please try again". I have been on the phone for 32 minutes and the issue has not been resolved and now the call was disconnected by the customer service representative. I was also told if I make a payment by phone and both payments go through I can request that one be removed. I would like to be able to make payment through my online account because my last attempt by telephone I was told that account didn't work. I note that this has been an ongoing issue since June 2022 and would like to know when it will be resolved and that my payment I attempted to process multiple times on July 18th (three days before the due date) should be processed as timely. Thank you, ****** ******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: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.
Dear Big Bank:
My name is **** ********. My account number is ****************. I am disputing an error on the statement they keep mailing me.The statement is claiming i owe about $2100. However, this payment should have only been $400 or less because I only received 2 lousy "Hair grooming" appointments. Furthermore, I am unable to log into, pay, or even negotiate this account. Apparently, comenity bank is experiencing a nationwide system failure/glitch that is preventing consumers from logging into their accounts. However, I keep receiving "late/past due" emails and have another incoming payment due in a few days. Whenever I call their customer service department, Either no one answers the phone, or when I finally do reach someone after several hours of waiting on hold, I keep being told to "Call back later because of a system update/ outage." I have been told this same thing for weeks now every time I subsequently call. I do not know what else to do?
Moreover, the loan amount in question ($4100 reduced to about $2100 and change) is incorrect. I have only received treatment (2) treatements that should have only totalled $400, from Comenity Bank's provider- HairClub delray. Althought the balance was brought down to about $2100 and change, this is still too excessive considering I only received 2 hair/wash/groom appointments that should have only cost me about $200 each.
Lastly, I never received an itemized receipt detailing the exact costs/charges of the 2 treatments I received at hair club, Delray.
Resolution: Please provide me an itemized receipt detailing the charges of only the 2 treatments i received at hairclub. If not, Please forgive this loan or reduce the balance to $200 so i can make my best effort to settle this account in full today,
Please investigate this dispute and provide me with a written statement of the outcome. Thank you for your time and attention to this matter.
Very truly yours,Business Response
Date: 07/28/2022
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: 08/16/2022
Greetings,
I do not accept the business response because it nonresponsive and did not
address any of the issues in my BBB complaint.
Please reopen my complaint.
Thank youInitial Complaint
Date:07/27/2022
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.
Last year around August 2021, I had a conversation with a representative regarding my accumulation of late fees. I was attempting to qualify for reductions of late fees. I was told I could receive only one credit.
My actual product purchase was around 283.00. My balance is $747.76. I have had a consistency of late charge accumulations.
I called the company again around April 2022 after I viewed my account and saw that I had paid $588.75 from August 21 to April 22 and found my balance was now increased to $800.00. I did not agree with this since I had made no purchases past $283.00 that was done in early 2020. (The representative was unable to state the last purchase date but he did acknowledge that the transactions happening on my account were late charges, finance charges, and my payments as far as he can go back. The representative told me there was a covid hardship available and I told him that I would like to apply for that since I had lost wages. I asked if they could close the account and I would continue making payments to pay off the balance. I was told that they would review the account and get back to me. I never heard back. In June I contacted the company through the internet site hoping to get some resolution. I was told I could receive one-time credit only of 41.00.Business Response
Date: 07/26/2022
Thank you for reaching out. It seems that your concern is directly related to our New York & Company Rewards Credit Card. Since we are the online store set up to assist with your shopping pleasures, please contact the credit card customer service department at ###-###-####, Monday – Saturday from 8 a.m. until 9 p.m. EST for the best assistance concerning your credit card account.
Sincerely,
New York & Company Customer Service
Business Response
Date: 07/28/2022
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:07/27/2022
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 an issue with the above as I have found they charged me $1.00 on a zero balance. I called them on June 18th and they said it would be removed. A bill came in July with a $3.00 payment due again on a zero balance. Called them again on 7/22 taking $3.00 off and told them to close this acct...hope they do as they said they would. They call this trailing interest fee...I thought this should be brought to your attention. It seems illegal, unethical and totally unfair to customers. Hope you look into this unfair practice.Business Response
Date: 07/28/2022
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:07/27/2022
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.
They said they would waive the late fee on our KingSize Credit Card, but they have not done it. Acct # ****************Business Response
Date: 07/28/2022
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:07/27/2022
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.
Just want to pay my bill, when I was told Haband was no longer using the credit card I got rid of it so I do not have my full act#, n the easy pay need the entire act#Business Response
Date: 07/28/2022
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:07/27/2022
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.
There was a glitch in the Comenity auto payment system & their online payment system, therefore, my payment was late. I was assured by two CS Reps that I would not be charged a late fee. I was charged a late fee and they also reported me as a late pay to the credit bureau. I can not reach anyone in customer service because of a "high call volume." The auto system directs me to a website which requires a credit card number. I do not know my full account number cause I destroyed my Elder Beerman Bon Ton credit card after they went out of business.Business Response
Date: 07/28/2022
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:07/27/2022
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.
Purchase Bryant home product. Placed over the phone through online dept bedspreads, rug and curtains. Received a Bryant Homes credit card for 600. Website **************** On 12/23/21.
Total was about $173. To ship to my home address in ********* ******* ** ****** Received packages after Christmas. but no credit card so I Called Brylane Home to find wherev they new credit card was. Found they shipped (duplicate ships to Fort Worth and Mckinney Tx.) Mckinney is an old address from 7 years prior, 100 mile away, on a closed account. I Instantly file a dispute against shipment, I paid for shipments & Backorders. Per BRylant Homes filled a full beauty form saying shipment not received. Mail led!
Also Called multiple times disputing shipment found they were sending out back orders to both address! Told them to stop Immediately! stopped shipments to both addresses. They proceeded to ship after knowing they had a bad address on file.
Brylane Homes reversed late fees and apologized. Told me that it would take 90 days to four months before Ithey could check the results. Again I disputed with com
Receiving the shipments to McKinney Texas. Again they shipped back orders without authorization. Sent Credit Cards to Mckinney. Again Filed a dispute With Comerica bank, and mailed final payment with back order them. They also said that they should not have taken any paperwork and directed it towards the credit card. Call in it’s an 800 number for Brylane Homes depending on what the options chosen will send you to
****************
Balance at zero Later had a balance of eight dollars.credit again returned late car and something on a zero balance account. They were charging me for the backwards they shipped to mckinney. Again they added late charges on zero balance. I n addition also paid the 8 dollars to remove any balance. Call this week to check, found they added late charge from zero balance Found they sent close saying I owe 45 and month late.Business Response
Date: 07/28/2022
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.
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