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 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:07/26/2022

  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.

  I have closed my account with this vendor and my statement states account closed. Yet they continue to send me statements with amounts on them in hopes that I ignore the statement and then they can charge me $41.00 late fee. I have called this institution several times to resolve this matter and yet they continue to bill me even the account is closed have spoke with the collection department to cease these annoying statements did no good spent hours on promised that a supervisor would return my inquiry and that never happened. I don't want any further harassment from this institution because they operate under fraudulent practices

  

  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: 07/28/2022

  ***** ******
  Wed, 27 Jul 2022, 08:19 pm
  I have resolved the matter myself with the initiative
  
  On Wed, Jul 27, 2022, 7:06 PM Better Business Bureau <
  [email protected]> wrote:
  

  
  

• Initial Complaint

  Date:07/25/2022

  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.

  An account was open in my name and I have tried to contact them and they don’t answer the phone. I didn’t approve or open this account. This bank is ridiculous and they never answer the phone. I want this account removed from my credit remove and have try to have it removed the the credit agency but they have not been able to remove this and they are telling me to reach out to the bank.

  

  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:07/25/2022

  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 a Samsung computer monitor around March 26, 2022. Instead of receiving the item I received a note from USPS saying they missed me and the item is at the Eastpointe, MI post office for pick up. Twice I went to inquire about my item and was told it was not there. I was given a number to file a missing package report. That tracking number is ******************. When I called concerning my report I was told the item was returned back to the store because I didn’t pick it up which as I stated I came twice and was told it was not there. I called and disputed the charge on my account and was given a refund then I see the refund was reversed and I received notice from COMENITY that additional information is needed and allow approximately 90 days for a decision to be made. I sent them a letter of my issue with my account number and tracking number. Only to receive a letter saying they don’t information on transactions at the store and to contact the store. The problem was not with the store but is with my account still being charged for something I never received. I have a hard time contacting anyone on the phone and if I finally reach someone I feel I will be getting another run around.

  

  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:07/25/2022

  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.

  Victoria Secrets is charging me a additional fee for account assured I never signed up for. I had thus issue with them earlier thus year in January saying I owe them money because I didn't pay the service fee for account assured and they charged me all these late fees for something I wasn't aware of. I called them and told them to disenroll me and fix my account. Round 2. I purchased something last month from bath and body works. My balance was $55 now they are saying I owe $56.71. I've been on the phone over 2 hours today and I still wasn't able to speak to a representative. I want my account with them closed. I paid my bill today and I would like for them to remove account assured from my account. I complained about someone who hacked into my phone and has access to my account and no one believes. Please help me get in contact with them to close my Victoria secrets credit card. I'm tired of them now.

  

  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: 07/29/2022

  Thanks for your help BBB, after 4 hours trying to get in contact with account assured I asked the rep to remove that from my account. They said they removed it from my account. I paid my last bill with community bank and asked them to closed the credit card because I am so sick whoever it is signing me up for account assure.
  
  
  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  ********* ****

• Initial Complaint

  Date:07/25/2022

  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.

  During covid I fell into a hardship after getting back on my feet they set up payment agreement for so many months. My last payment was in March. Now I owe 173.84 which 20 dollars of back owned the rest late fees. They screwed me! That was not the agreement

  

  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:07/25/2022

  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.

  So back in 2/11/2019 September, I was late on a payment due to traveling when I returned I paid the owed amount in the store. Comenity Capital Bank which the store card used is called Loft its a clothing store. they posted a negative on my credit report. I use Experian to monitor my credit report. I was advised by them to contact this Comenity Bank to remove this from my record... My credit score number will not go any higher because of this issue. I have great credit I am trying to buy, a home and if this is not resolved I will not be able to achieve this goal.. please help me with this issue.. I have been calling this bank for the last 3 months and I can't seem to talk to anyone that can help me.. Thank you...

  

  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:07/25/2022

  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.

  on 7/2 Comenity Bank called to check to see if a purchase of a starter for my loader was legitimate
  i answered that it was
  the man on the call said both mine and my husband’s cards have been reactivated and in 5 minutes to go ahead and purchase the starter
  the purchase was denied and the cards continue to be denied
  there is no problem with my credit
  balance is paid in full monthly
  Comenity bank is the issuer of BJ’s world master card
  the bank has not responded to emails and calls do not go through

  

  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: 07/31/2022

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

• Initial Complaint

  Date:07/25/2022

  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 been trying to get a hold of someone at Comenity Bank the section that services my Victoria Secret Card. I have spend numerous hours on the phone , and have followed up more than five times even after speaking to a supervisor. I proactively called once a got a email on my Victorias Secret card that an order was placed in fraud to another state. They claimed that they will start the dispute process and close the account as well as issue a new card within 5-10 business days. Its over a month and I have not received a new card, not sure if they even closed out my old card, and want to make sure that the dispute has been filed as I have the write to receive a letter that the charges are placed on hold during this process and I am not liable since I notified you within 60 days from the statement, as well as I have not got a statement showing the charge. Each time I call I get more aggravated speaking with customer service members and supervisors who are incapable. Please issue a new card and overnight it as it has taken over a month with no card, please issue an adverse action letter or send me a letter showing that you acknowledge the fraud charge or dispute and started a claim. Stop telling me that your going through a system upgrade.

  

  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: 07/28/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17618305
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ******** ********

   

  I have not received any correspondence regarding the fraud claim I’m rejecting this until I have an email or the fraud claim documents showing I’m not responsible at this time for the monthly payment. 

• Initial Complaint

  Date:07/24/2022

  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 balance on my Express card. After closing the balance I was charged a number of finance charges and each time had to call to get them removed since I had not made any purchases . Finally after this occurring three times I closed my card and was told all charges would be removed (May 2022) currently I am being harassed and told I have a balance to pay off from a purchase I never made. Instead of removing the charges (48$) they are asking me to open up a dispute . Keep in mind I was charged about 300$ in finance charges after paying off the balance. They have the worst customer service and refuse to acknowledge their mistake in charging me unwarranted charges.

  

  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:07/23/2022

  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 had an IKEA Visa and Wayfair credit card through Comenity - both of which have been closed for over a year. After their transition to bread financial I suddenly can’t login online anymore. All I get is a message that says the account is closed and to call. I’m still paying down balances. Why can I not login to see my accounts? I have called and was originally told there was a system upgrade happening and I should be able to login later. It’s been over two weeks since then and I still cannot login. This is insane. My login is good, my accounts with Comenity still need to be actioned despite them being closed and this is a horrible customer experience.

  

  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: 07/28/2022

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