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 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

  

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:07/21/2022

  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 has not met it's obligation and updated my credit report for an account closed in June nor have they updated my credit file for the past 2 months. I have reached out to them on several occasions, all I get is they have updated the system and they know its a problem.

  

  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:07/21/2022

  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 Friday, July 15th, I spoke to someone in customer service for Comenity Bank as to why I could not make a payment to my Samuel Jewelers card online. The rep told me that I should be able to pay online at a later time as the system is updating and proceeded to ask for payment by phone via debit card or ACH. I told him I rather pay with debit card. I gave him the info and he said thank you and that payment was made. I asked for a confirmation # that he could not produce after telling that the payment went through successfully, and he proceeded to tell me it did not go through. I asked him why did you say it went through when it did not? He asked for my information again and said I would not provide the info again because he was contradicting himself with the payment he supposedly processed. Needless to say, he was of no help and provided various numbers and hung up on me. I did manage to make the payment by phone, but to this day, the account does not pop up online. This by far was the absolute worse customer service experience! I just want the company to be aware of this and to provide a coaching opportunity to this rep. Now I am watching my account daily to ensure that I do not get debited for an extra $50 this month! This card is almost paid off, I should not have to deal with this type of service!

  

  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,
  
  
  
  **** *********

• Initial Complaint

  Date:07/21/2022

  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 paid my Loft bill (Comenity Bank) in *********** ** in the store on July 1st, 2022. The bill was due on July 2nd. I always pay my bill in full (the balance due was 307.31). The cashier took my Loft credit card payment in the store, then proceeded to tell me I still owed 1.08, which I then paid in cash. I still have both receipts. I hadnt used my card once since I paid the card off. Now I've received that same bill again, saying I owe 307.31. I have called into customer service and I have waited over 30 mins for someone to help. If they answer the call I get hung up on. I now have cancelled this card because I don't trust a company that loses my payments and when I call in I can't get a resolution. I have sent several messages through their recommended "secure message" portal... again no resolution. I need my payment to show it has been paid, I have very good credit and I dont want this error on their end to harm me. My check that I wrote has also been cashed so where did the money go that I used to pay this bill?

  

  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: 08/01/2022

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

• Initial Complaint

  Date:07/21/2022

  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 opened a Sephora Credit Card through Comenity in 2019. I already had an Ulta card through them that I'd had no issues with, aside from their arbitrary 5pm deadline for making payments on the due date. I used and made payments towards both cards as normal, and all payments were made on time. At some point within the past year I received a letter from Comenity stating my Sephora Credit account had been closed. This letter didn't provide any details as to why and when I reached out using the secure inbox online the only additional info I was given was that it was due to fraud, but they would not explain further. This was frustrating because the account being closed did hurt my credit report however overall it wasn't a huge deal, I planned to continue making monthly payments until it was paid off as I don't want this account to further impact my credit. I've been making monthly payments since this happened, until now. I was aware Comenity was having issues with their website already because I saw that when I logged in to make my Ulta card payment. It appears those issues have been fixed because the site says you can either login or use easy pay. When I try to login, it tells me my account has been closed - its been closed for a while but it was never a problem after that to login to make payments. Easy pay doesn't work for me either.
  
  I would like Comenity to first provide me with more information as to why the account was closed in the first place. I would also like for them to either restore access to my online account so I can continue to make on time payments online, or if they aren't going to allow me that option, remove the account/balance from my credit report entirely as I have held up my end of our agreement, but they are not.

  

  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:07/21/2022

  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 purchased some items online on 7/2/22, and returned them to a local Torrid store the next week. The return total was $150. The return came up on my Torrid credit card statement as pending the next week, and then it disappeared. I tried calling Comenity to find out what happened and I waited on hold for almost an hour, then the customer service rep hung up on me. I also tried to send a message regarding the issue but have yet to hear back, and I am not paying that balance, nor should I have to pay interest on it.

  

  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:07/21/2022

  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 don't know what is going on with Comenity Bank, but they are very unprofessional. I opened a Woman Within credit card with them. I became dissatisfied with the quality of the items so I decided to CLOSE my Woman Within card. I was still able to pay off my account on the Comenity's website. However, I went to make a payment today and discovered that Comenity had REMOVED my account from their website so that I was unable to make my payment. I believe they did that because I HAD CLOSED THE ACCOUNT!!! In conclusion, I don't feel it was right for them to make the decision to remove my account from their database. They could've at least WAITED until I had paid my account in full! Their customer service is also very poor and unprofessional.

  

  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,
  
  
  
  ***** **********

• Initial Complaint

  Date:07/21/2022

  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.

  Hello,
  I have a Children’s Place credit card through Comenity Bank. Since early June their online banking system has been down. Once the system was back up I proceeded to pay my balance of $2 on July 14th. My bank processed the payment on July 18th. Today, July 21st I reviewed my account and that payment is not reflecting on my account. Today is the due date (July 21). Although I’ve already made the payment and paid earlier than the due date it is not reflecting on my account. Tomorrow it would be considered a late payment and reported to the credit bureaus. I’ve tried reaching customer service and there is no response they hav also deactivated their twitter. Many customers have not been able to make payments in over a month.

  

  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:07/21/2022

  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.

  In November 2021 I was shopping on your store. I had walked up to the register to pay out. The cashier informed me of the Academy credit card offer, I told her no thank you. She then replied, “ Are you sure? You will save on your purchase today and it’s only a soft inquiry on your credit report”
  I said sure because it wouldn’t t effect my credit and I wanted the small discount offered.
  I went through with the purchase and received me card In the mail.
  Come to find out after looking at my credit report a few months later there was indeed a HARD INQUIRY on my report.
  I called the number on the back of the CC to try to take care of this. After speaking with multiple people a gentleman told me the best thing todo is to close the account and call Experian to have it removed. So we did that. The account is closed and after I called Experian they told me that I can’t dispute it the only way to remove it is for Academy to send them a letter stating the removal.
  I’ve called Academy of multiple occasions, spoken with numerous representatives to only be transferred and hung up on. I’ve asked to speak with supervisors and still have yet to get in contact with anybody who knows how to clear this up. I am beyond frustrated that is why I am writing the Better Business Bureau.
  I would like this inquiry removed from my credit report ASAP!

  

  Business Response

  Date: 06/29/2022

  Dear Valued Customer,
  
  Thank you for choosing Academy Sports + Outdoors.  We value you as a
  customer and appreciate your feedback. We sincerely apologize for your
  experience while shopping at one of our stores.  On your behalf, we partnered with Comenity Capital Bank. Comenity
  Capital Bank does not discuss or share any account information to align with
  their security and privacy policies. We have shared your experience with the
  store’s leadership to help educate team members and customers about the Academy
  Sports + Outdoors Credit Card. At this time, we consider this complaint
  resolved with no further resolutions as Comenity Capital Bank will address your additional personal banking concerns.
  
  Thank you again for choosing Academy Sports + Outdoors and we look forward to
  assisting you.  If you have any questions or additional comments, please
  feel free to contact us via online chat or at 1 888 922 2336. Have a good day.
  
  Sincerely,
   
  Customer Care Team  
  Academy Sports + Outdoors
  www.academy.com

  Customer Answer

  Date: 06/29/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17421934, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  Although you have partnered/contacted with the bank, I still have not had an outcome from them, so would like to keep this case open until the problem  is fixed. (The inquiry taken off my credit report) 

  

  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:07/21/2022

  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 made a purchase at Academy Sports Outdoors and in the process was asked if I would like to start a credit card account. I have been working on building my credit and thought it might be a good idea just for minor purchases that I could pay off quickly. My purchase was for $41.00 which I paid in full through the mail by check. Then I received another bill for $33.00 which I did not pay as I called and canceled my account and thought this was taken care of. I asked since my charge was paid in full why was I charged another $33.00 on a $41.00 charge and was told that although the date on the check was right by the time they received the payment it was late so I was sent a late fee.. Again I canceled my account and thought it was taken care of and now I have another bill for $68.00 I called and they said that it was another late fee. I told them this was not fair since the original charge had been paid in full and they said that they couldn't do anything about it since my account had been closed. I advised that I would not be a part of any business wh took advantage of their customers in this way and that I would pay it but I would not be paying any other bills and that I would be contacting the better business bureau about their business practices.

  

  Business Response

  Date: 03/23/2021

  Dear Dispute Resolution Team:
  
  Thank you for
  providing us with the complaint from the above referenced customer.  We appreciate the feedback from our customers
  as well as the BBB’s help in reviewing and resolving customer issues.
  
  This letter
  responds to your notice regarding the above referenced case.  With the customer’s assistance, we believe to
  have resolved the issue addressed in the case above. 
  
  If there is
  anything else we can do to help with this matter please let me know.
  
  
  Sincerely,
  ****** L.
  *******
  Paralegal III

  Customer Answer

  Date: 03/25/2021

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 15249772, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  I have heard from Academy Sports and the bank, the only thing I was told was that it would take 2 weeks to get back to me. By that time another payment would have become due and I would have been charged more money. I have already had to pay 68 dollars over and above the original 41 dollar charge that I paid in full to begin with. I feel I am owed some of that money back. With business practices like this it is no wonder they are still in business as what I wound up paying was nearly twice the original charge, if this company does this to everybody that is an unfair business practice and it needs to be brought to peoples attention. 
  
   
  

  

  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

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:07/21/2022

  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 signed up for their credit card to get a discount on my first purchase from their company, I paid off the original transaction and made a subsequent, smaller purchase using the card. I received a mailed bill showing that I was charged $17.00+ in late fees and finance charges and the bill was received after the due date. I paid the entire balance off the day following the due date. I called and customer service representative Nora said she couldn't waive the fees. Nora said that I could pay my bill online, but, I explained that the website is requiring my credit card number to create an account and I don't have a credit card; she said I could pay $9.95 to process an over the phone payment and I explained that isn't reasonable; Nora said that I could go in person to Academy without a credit card and make a payment in person. Today, I called ahead to the store location and they said I could use my driver's license to find my account and pay in person. I risked exposure to COVID and went to the in-store location with my DL to make a payment and they said that they couldn't find my account, yet, I'm the only user and I only have 1 phone number.

  

  Business Response

  Date: 03/23/2021

  Dear Dispute Resolution Team:
  
  Thank you for
  providing us with the complaint from the above referenced customer.  We appreciate the feedback from our customers
  as well as the BBB’s help in reviewing and resolving customer issues.
  
  This letter
  responds to your notice regarding the above referenced case.  With constant communication with the customer, we
  believe to be addressing the issue in the case above. 
  
  If there is
  anything else we can do to help with this matter please let me know.
  
  
  Sincerely,
  ****** L.
  *******
  Paralegal III
  

  

  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.