Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,419 total complaints in the last 3 years.
- 1,326 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:07/23/2022
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.
I have filed with Comenity Bank before having issue being billed for a closed account. I no longer have a bill, however, I have not received the money they owe me for a credited return, $35.56. They sent me a letter stating my “refund was issued on Mm/dd/yy”, which is not a date. I got an email on 6/8/2022 stating I have been credited, and have gotten nothing. If, as they state in their letter, checks take two weeks to get to me, I still have gotten nothing.Customer Answer
Date: 07/26/2022
*************
I filed this complaint (#********), yesterday, and today received the check I have been waiting a little over a month for.
I would like to close this case, but, since I cannot reply to my complaint, I hope I can close it this way?
Thank you,
********* ********Initial Complaint
Date:07/23/2022
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 a credit line through Comenity Bank I got in-store at Kay Jewelers. Kay told me they'd eventually send me a physical card, but no one ever did, so I just give my SSN and show an ID in store to use it. I recently paid off my balance through my bank - Granite State Credit Union - but am still receiving bills and late fees. My $663 balance I paid off in June is now $703 and growing. I try to log into their website but without my account number, I can't even do that. I call the customer service number, and without my account number, they hang up on me, how do I get this awful bank to close my account and stop trying to take more money from me?
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: 09/20/2022
Consumer filed duplicate 18052273:
This is the continuation of an issue reported previously as Comenity continues to send me collection letters and tell me I am late in paying them. Additionally, they cannot give me my full account number so when I call in to them I get a call center in India repeatedly telling me I am late and to give them my debit card number, even after I tell them repeatedly I have paid them in full. Again, the payment for $663.00 was made on June 23,2022, from Granite State Credit Union (my bank) with a confirmation number of *****************-*****.
Initial Complaint
Date:07/23/2022
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.
I received a statement showing charges totaling $574.56 that are fraudulent.
I have tried to contact Comenity Bank several times via phone, Twitter and Facebook to no avail.
I am concerned that my credit has been breached and Comenity is not picking up calls nor responding.
Several complaints have been filed as well as an article written about this issue about others have the same problem.
My concern is not only the credit damage that may occur, but Comenity trying to impose late fees.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: 08/04/2022
I accept the business's response to resolve this complaint.
Regards,
******* ********Initial Complaint
Date:07/23/2022
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.
One of the contingencies on securing a mortgage for a home was to pay off several credit cards, Comenity being one of them. On July 8th the title company sent the payments through the mail and all the credit card companies received payment on the 12th except Comenity. Several attempts to call customer service failed until the 22nd of July. A rep advised me that my payment was received but she could not see the amount (4,858.03) and because of system issues the payment has been delayed with posting to the account. There is something going on with this company and my next step is to call the Attorney General as I believe this company is defrauding customers through delayed payments resulting in accruing higher interest and late payment charges.
From the other complaints their response will be, " 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." In the meantime my payment is ghost and I continue to pay interest on an account that is paid off.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,
***** *****Initial Complaint
Date:07/22/2022
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 July 6 I accidentally/inadvertently made an electronic payment to my Christopher and Banks credit card account for $1,489.49. We had not carried a balance on this account for some time. Based on the information on your website for Comenity Bank I am including our account number - ****************.
I have contacted this financial institution a number of times and have been unable to resolve the matter. I understand they have recently done a computer system upgrade that has resulted in their not being able to access my account. When I was unable to resolve the matter with the agent taking the call I asked to be transferred to a supervisor and all that happens is I am placed in the call queue again. This has happened a number of times.
At this point I am unsure of what to do to get the matter resolved.
Thanks for any help you can provide.
*** ****Business Response
Date: 07/26/2022
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. Please note the matter is resolved and the business does not need to take any further action.
Thank you.
Regards,
***** ****Initial Complaint
Date:07/22/2022
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 been trying to make a payment for 2 weeks over the phone and have been unable to.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:07/22/2022
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 was charged a service and late fee after my payment got kicked back from the company. A number was wrong o. My account. I wasn’t emailed that the payment didn’t go through. So I re submitted payment as soon as I noticed it didn’t come out. I then paid the late fee not realizing I had one and the. I was charge another late fee because I paid my late fee late by 2 days. So I paid that one and the to my surprise I had another. I requested for it to be removed and they agreed but it took them so long that they charged me another on top of it. Now mines you that my items I bought at paid in full. So I am just paying for service and lates fees to this bank. They won’t clear my account no matter what I do and I’m trapped in this rotation of paying late fees. No matter how much I pay and on time. I have a fee on my account. And by time they get to answering me there’s another on my account. They are crooks and stealing. I want my card canceled and my late fee refunded back to me.Business Response
Date: 07/26/2022
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:07/22/2022
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.
For the past month Conenity's website has been down and not working. Therefore I was unable to pay my bills as normal. They stated that customers unable to make payments would be excused and yet I've already received two phone calls from them regarding my bill. I plan on catching up my payment next billing cycle. I would like them to stop trying to harass me about the payment.Business Response
Date: 07/25/2022
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:07/22/2022
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.
I went to the Store to pay my bill, because I did not received my statement by mail, so they take out the late fee payment for $29.00 dolls and ask the manager Mrs. **** that I want to pay off the balance so she call the finance company so that I can pay the pay off and then she told me that the amount that I have to pay was $189.00, so I paid this amount, but following month they send me the bill for the interest because I did not paid on time, the closing statement date was on 03/11/2022 and I paid it on 02/11/2022, I return to the store to talk to Mrs. **** and she file a report with them and told me to paid $37.00 dolls and said they would reimburse this amount, when she talk to them, but they did not take care of this matter because they said that I did not pay the correct amount on time, we have been calling to fix this problem, but they do not want to take care on, this matter. now they charging me late fees and they said they will sent me to collection if I do not paid the billBusiness 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: 09/21/2022
Consumer contacted BBB and left voice message stating the matter is resolved and thanks for the help.Initial Complaint
Date:07/22/2022
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 account with Victoria's secret commenity that i have had for years. Recently i received a paper statement which i should not be receiving because i signed up for paperless. I saw on my sttement that I am being charged for account assure which is $16.63 monthly, I did not sign up for this, this was done without my permission, all I am trying to do is pay this credit card off so I can close out the account and my balance is just going up because of the account assure. I have been trying to speak with customer service for days, could not get through to anyone. Today i finally got through and the woman i was speaking with was very rude to me and explained nothing could be done. This is wrong, they are stealing my money and doing things to my account without my permission. The date they charged me for account assure was 07/03/22. Ontop of being charged for the account assure that I never signed up for I am being charged crazy amounts of interest which brings my balance higher so at this point i feel like they are just stealing money from me.Business Response
Date: 07/25/2022
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: 07/26/2022
I accept the business's response to resolve this complaint.
Regards,
******* ********
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