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 75265 Dallas, TX 75265-0001

• 

  Comenity Bank

  PO Box 659465 San Antonio, TX 78265-9465

• 

  Comenity Bank

  PO Box 650972 Dallas, TX 75265-0972

• 

  Comenity Bank

  PO Box 981052 El Paso, TX 79998

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:07/27/2022

  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.

  Bank is not accepting any phone calls I've attempted to make throughout last 4 days saying "wait time is longer than 15 minutes" regardless of what time I attempt to call them. I am trying to reverse late fees and charges due to late paper bill in one case and missing paper bill in the other. These can not be addressed on their website. I've paid in full this time , including the late fees they charged me, and awaiting some sort of response either online or over the phone. This is not a credit card I would use normally, so I want to settle and cancel it too due to unacceptable customer service. Thank you.

  

  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: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 credit card, which initially was Wayfair. Last year I cut the card up to pay it off, and have not used it at all. I have automatic payment set up, so do not check the website/transactions, because I have had no need to. However, when I recently logged into my account I found a $16.00 charge to Amazon on 6/02 and another $16.00 charge to Amazon on 7/02. I immediately checked my Amazon account and there is nothing shown in my activity to justify these transactions. Further, I confirmed that this card is not even associated with my Amazon account. I have reached out to Comenity several times and am told the same thing every time. "Until we find the best resolution for your concern, we won't collect the amount in question or report you as delinquent to the credit reporting agencies..." However, my account is being charged the amount, they're collecting my payments, which are paying for the interest on these charges. The telephone number for customer services does not work. Every time I call I am hung up on after a message about making the experience better. This is poor business practice, and I am frustrated to be ignored.

  

  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: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.

  During comentiy banks last outage starting in June 2022 I started experiencing fraudulent activities on my card. My ulta, and carters. For my ulta I was able to report fraud, but they would not stop the individual from going on their website entering my info and gain access to my account. Up to this date this person still has access and charged up over a $1000. Second my carters card was gained access and they them selves put themselves as a authorized buyer, I was not notified , charged up my credit card and than due to having access , they paid a payment w my banking info. I still have not been able to speak to the fraud dept. Or close my account because waiting on hold I have put over 5 hours and no one gets on the phone or they just hang up . I have filed a police report , reported to identify theft .gov, all three credit bureaus . Still to this day no response from Ulta, or Carters I even emailed my situation to them . Also I have not been able to gain access to my accounts during this issue of their outages.

  

  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: 08/01/2022

  Complaint #**************** ********, 29 Jul 2022, 03:29 pmI have attached my complaint, and police report, as well the suspects information I field with thePolice department.******** LeyvaExecutive Director******** ********* ******** ************* ** ******** *************** ************-----Original Message-----From: *******@*************.com <*******@*************.com>Sent: Friday, July 29, 2022 1:23 PMTo: ******** ***** <*********@*************.com>Subject: Attached ImageCAUTION: This email originated from outside the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.Attachments:Attached Image.eml

• Initial Complaint

  Date:07/27/2022

  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 had a Wayfair credit card with this company and they ended their partnership with them. I was still paying off my balance. On July 11, 2022 I attempted to pay online as I normally do and got a message that my account was closed and please call with any questions. I attempted to call and it either rang or was silent. I could not get into the Easypay that they offered. I was finally able to pay on July 23 due to a text message I received. On July 11 - the same day it was due they charged me a $30 late fee. My attempts to have that fee waived have gone unanswered.

  

  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: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 paid my BJ's credit card bill through my Chase bank Bill Pay and Comenity Bank never credited my payment and now are charging me Fees and Interest. I tried calling them and after being on hold for 29 minutes I got some person I could barely understand that only told me they were having problems and when I told her I wanted credit for the fees and interest she only told me she would see what they could do. I am at a loss as to how to resolve this problem. I am a senior Citizen with perfect credit and need this problem resolved.

  

  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:07/26/2022

  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.

  Date of Transaction: 3/19/22. Amount: $67.96. Parties involved: Victoria's Secret and Comenity Bank (Victoria's Secret credit card company). I have been trying to reach a resolution with both Victoria's Secret and Comenity Bank. I have been on the phone countless times since June 2022 and on hold for up to an hour at a time to be told this issue would either be resolved, I had to take it up with either company, and the list goes on. I have simply tried to be refunded a credit of $67.96 due to a duplicate charge. Please see the attached Bank Statement showing a duplicate charge of $67.96. My most recent interaction with Victoria's Secret requested that I forward documented proof via email to [email protected], and I have not received a response in over 7 days since then. Although, I was unsure why I had to verify this information before being credited the aforementioned amount. I was told by the store manager that I'd be credited the amount within 3-5 business days from 7/11 after it was verified that the merchandise I purchased was just a sweatshirt and a pair of shorts, consisting of a single transaction instead of two.
  
  This issue has been a significant inconvenience for me since June. I am in the process of purchasing a home and as a result of this issue, Comenity Bank reported to the credit bureaus that I am late making a payment that was incorrectly charged to my account. Thus the impact to my credit score has been detrimental in my ability to be in a favorable financial position when I applied for a purchase loan. To further add to this issue, it has been quite a challenge to resolve this given the significant time difference being located in Hawaii. A quick and immediate reply would be greatly appreciated as this has taken way too long to resolve this issue at this point.

  

  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:07/26/2022

  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 need to switch my bills to paper only. I sent in a $40. Payment to my woman within account on 7/1/22 which has not cleared my bank yet nor has it been returned to me. I have made several attempts to call and go online to view my account details and make payment. Their site is not working and they don't answer their phone however their recordings claim their site and phones are up. I'm requesting paper bills mailed and any late fee credited.

  

  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:07/26/2022

  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 paid off my account. Then revieved two more bills each month for $2.00 each time. Now I revieve this!
  I have tried to call them with no results. I even went into the Sportsman Warehouse and made sure I paid two of them. They said my account had been closed. What do I need to di?

  

  Business Response

  Date: 07/27/2022

  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:07/26/2022

  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.

  TO WHOM IT MAY CONCERN / EXECUTIVE LEVEL ATTENTION:
  
  This correspondence is in reply to your form letter dated June 4th, 2022. I’ll continue to address the comments/profile listed in your form letter.
  
  Comenity Bank: “You contacted us about a missing payment. Unfortunately, more information is needed about the payment in question”.
  ********: “There have been numerous conversations with various representatives at your firm, as well as ******** ******** regarding many of the issues I experienced, i.e., lack of information at the inception of the account opening. I did not receive the contract for approximately three months and never received the credit card that was supposed to have been sent to me. And for the record it was many complaints of misplaced payments, not just one… Additionally, I sent certified documents supporting my material complaints on 05/11/2022. I confirmed with the post office that the documents were received, but never handled. I called your customer service number, and the person I spoke to suggested there was nothing in the log/record reflecting the transaction(s). I indicated that for several months I had called, complained, and disputed the owed debt and insisted that she/he read the log reflecting my calls and discussions, to no avail… it appears the record was not recorded in the log/notes. It seemed that anyone that I spoke with could not cover nor discuss history, but the continuing calls; disputes and requests seemed to fall on deaf ears, not a clue! See recent receipt of documents that were sent to Comenity Bank back in May of 2022. This information would have cleared up this matter! I continue receiving FORM LETTERS… This has been a disaster, a nightmare with no end in sight… My credit has been NEGATIVELY AFFECTED as a result of all the ambiguity…
  Comenity Bank: We

  

  Business Response

  Date: 07/27/2022

  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: 08/11/2022

  8.11.2022 Consumer called BBB asking how long he should wait to hear from business before contacting BBB. KG suggested to give the company atleast 30 days.

  Customer Answer

  Date: 01/09/2023

  1.9.23 Mr. ******** called BBB stating he has not heard from Comenity Bank nor has he received a letter addressing the issues in his BBB complaint.

  

  Business Response

  Date: 01/09/2023

  Hello, our response letter was mailed on September 9, 2022, to the address that was provided on the complaint. Please let us know if you have any additional questions. Thanks!

• Initial Complaint

  Date:07/26/2022

  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 disputed a charge with Comenity Bank from a vendor who was supposed to provide a trip/ travel service. However, the vendor canceled the trip and then repeatedly changed the "expected" date of the refund. When I disputed the charge with Comenity Bank, they sided with the vendor and I'm now in an endless loop of fighting with the vendor over the refund date. This is especially concerning for me because I had two other banks refund the charges with no problem and without as much documentation.
  
  Comenity had no reason to deny my disputed charge. I have been dealing with these disputes with the vendor since January and with Comenity Bank since April. I have continued to accrue interest charges on a balance beyond what I actually owe and my balance is now beyond my credit limit. The transactions in question are:
  
  11/20/2021 TRAVEL* TRIPPR HTTPSWWW.JUSCNV Charge $337.50
  11/14/2021 TRAVEL* TRIPPR HTTPSWWW.JUSCNV Charge $337.50
  10/23/2021 TRAVEL* TRIPPR HTTPSWWW.JUSCNV Charge $337.50
  10/9/2021 TRAVEL* TRIPPR HTTPSWWW.JUSCNV Charge $337.50
  10/7/2021 TRAVEL* TRIPPR HTTPSWWW.JUSCNV Charge $337.50
  
  Totaling $1687.50
  
  And the vendor still has not fulfilled the promised refund even though they have stated that all refund requests would be processed by 7/30 almost 7 months after the initial date of a refund.

  

  Business Response

  Date: 07/27/2022

  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.