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

  
• 

  WFNNB/Cosmetic Credit

  8035 Quivira Rd Ste 100 Lenexa, KS 66215-2746

• 

  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:03/17/2025

  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.

  I previously submitted a claim to have an account resolved and have not heard anything back from childrens place or comentiy bank. I called childresns place to do a follow up and i learned the account was closed. NO follow up, NO call back and NO contact. just closing the account and now it has been placed in collections

  

  Business Response

  Date: 03/17/2025

  We are Comenity Bank and Comenity ************. 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:03/16/2025

  Type:Sales and Advertising 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 opened a Bread Rewards Amex card with Comenity Bank on August 25, 2024. I agree with the Bank that the ****** point bonus offer was not a part of my offer when I applied for and was approved for the card. But, about ten days later (Sept 4 2024) when I had just received the physical card in the mail, I received the attached email which definitely offers me the offer to complete $1000 in purchases and receive ****** reward points which are worth $200. I have now spoken with or secure messaged with four different CSRs. The first three just told me to be patient and that the reward postings can be as much as five months after you complete the requirements. Well that waiting time has come and gone and the last *** I spoke with stated that I haven't seen it because the offer started in September of 2024 and my account was opened on August 25, 2024. But, still I say that the offer was made to me on September 4 and I met the conditions and should receive the reward.

  

  Business Response

  Date: 03/17/2025

  We are Comenity Bank and Comenity ************. 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: 03/17/2025

  [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:03/16/2025

  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 have a credit card issued by this bank via ***************. I do not owe any balance on my account. I have made the payment, and they went ahead and charged me a late fee of $30.00. I have contacted them many times for a refund, but its to no avail. I need them to issue a full refund of the $30 unnecessary late fee not a partial credit of $15.00 because this is stealing.

  

  Business Response

  Date: 03/17/2025

  We are Comenity Bank and Comenity ************. 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:03/15/2025

  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 a computer for $2,316.51 under a promotional amount of interest free for 12 months. I made payments from *********** in the amount of $211. a month for 11 months totalling $2,321.00 more than the original amount. They added an additional amount for a non promotional item for which I am disputing because they added this charge to my account instead of my wife'saccount which increased my balance and then my payments were not applied to the promotional amount but the incorrect charge which led to my account going past the promotion period and they have added $495.39 in interest. I did not authorize a promotional purchase in addition to the previous amount nor on the credit card account they billed. I made twelve payments to go towards the account to eliminate interest on the account and met my obligation in 11 months, one month earlier than the allotted twelve months. I have made the minimum payment for the $334. for which I am doing so, so that the account stays current in lieu of my request to remove the interest payment of $435.39. Once that is removed, I will pay account in full as I have done for years. I purchase from **** computers every two years and have always paid in full during the promotional period to avoid interest. This was a trickery to add an additional purchase on the wrong account which made my account not be paid in full before interest was applied. Pleae have them remove that interest amount of $495.39.

  

  Business Response

  Date: 03/17/2025

  We are Comenity Bank and Comenity ************. 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:03/15/2025

  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 previously had a Dell/Comenity account that was consistently in good standing, with a $5,000 credit limit and a zero balance. Over the years, I purchased several computers and always paid in ******* 2024, I contacted **** for support services and was informed that I would receive a callback. Instead, I unexpectedly received a box to mail in my computer. Since I rely on my computer for work, I attempted to reach **** multiple times for clarification.Shortly after, I noticed an unauthorized $59.00 charge for service on my account. When I called to dispute it, late fees accrued, bringing the balance to $120 and negatively impacting my credit. A supervisor, **** ******, and another representative initially insisted that I pay the amount first and then dispute itdespite never receiving or authorizing the service.After persistent follow-ups, I spoke with ******* Calevara (#******) at Comenity, who assured me that an investigation was conducted, all charges and fees would be removed, and the corrections would be reported to all three credit bureaus. However, this has not been resolved. Now, as I attempt to refinance my home, my credit score has been negatively affected due to Comenitys failure to correct the issue.Included is a copy of the letter from Comenity outlining the resolution and confirming the credit to my account accordingly.

  

  Business Response

  Date: 03/17/2025

  We are Comenity Bank and Comenity ************. 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: 03/17/2025

  [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.  Comenity responded they will investigate and respond via email.  See attached response to me indicating Comenity's plan regarding this complaint.  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/15/2025

  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.

  I purchased some items on December 28, 2024. Due date to pay was February ******. I called ************ to make payment on February 1, 2025 at 8:48 am and the recording saying the service system was down. I couldnt make the payment. I went on with my very busy day and I didnt remember until the night of February 6 that I didnt get a chance to make the payment. I made the payment and thought everything was settled. I got a call from Comenity bank on March 15th. The caller wanted to collect $63.50, I was confused because I thought it was a scam and the person was forcing me to give authorization for her to debit my checking account. I said I do not authorize the charge and I would check my account first and hung up. I wasnt going to authorize anything from a phone call like that. I called and the ************ and held for a long time because the agent was checking my account , I got a random transfer to someone else and then transferred again to credit card department which did not work. I had to hang up. I called Comenity bank and explained the situation and they said they can only waive $15 dollars and the agent said he was not sure why I am saying the system was down and he is not aware. I paid $48. I made sure to do a screen shot of the call on February 1st and I am sure this can be confirmed with my telephone provider. This outage really threw me off and I am left with late fees and terrible customer service. I believe the late fee could be waived in the case like this. I attempted to pay days before the due date and could not (which is no fault of mine), I still caught it on the due date. This is unfair consumer abuse practice.

  

  Business Response

  Date: 03/21/2025

  Hello-

  We are sorry to hear of the experience you had when reaching out regarding your credit card. Thank you for allowing us to support with your inquiry. We have forwarded your inquiry to our partners at *************** to review. They will be reaching out to support you with your concerns.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 03/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23070600
  
  I am rejecting this response because: the matter has not been resolved. Its still open. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 03/31/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We did receive correspondence from our partner at **************************** was able to speak with you directly and shared she will be handling your complaint and will follow up with you one the research is completed.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 04/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23070600
  
  I am rejecting this response because: someone is investigating and will follow up with findings. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/15/2025

  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 received a bill for 16.05 and paid 16.04 (typo). The following month I did not receive a bill if I had I would have addressed why they charged me 16.05 late fee for one penny difference. Since then, they have been charging me late fees every month. I have had this account since 2016 and never late with a payment. I have tried several times to resolve this issue on phone and emailed the attached to them. They also reported this to all credit reporting agencies where I had an excellent credit score. They tried to tell me that I was late with a payment from Dec 11 for 6.41 that amount was not on my bill that was due in January. I paid the balance of 6.42. The 6.41 and the one penny. I cannot believe the errors they have made especially reporting me to the credit agencies which I did file diputes with.

  

  Business Response

  Date: 03/17/2025

  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: 03/27/2025

  *************
  Commemity's response is that they want me to pay all these late fees.  As I explained in my previous email to them these charges are incorrect charging me lates charges for a penny and then continue charging ridiculous late fees every month.  This has NOT been resolved.
  
  Sincerely,
  ******** ********

• Initial Complaint

  Date:03/14/2025

  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 am currently being sent bills of late fees without any purchases is the first thing. the second thing is I closed my account with this business on october of 2024 with a final payment that i made at the same time i closed the account..

  Today march 3rd 2025 i recieved a bill in the mail from this business saying that I owe $136.23 and on this bill all of the money that i supposally owe is 100 percent late fees and no purchases that they have listed..

  I called the customer service representative and that person told me that she would not give me a accounting of why im still being charged and refuses to asnwer even basic questions like what i am being charged for or why is my account not closed when I clearly closed this account in october of 2024.. The representitive only will tell me that i will be charged $41.00 per month plus $2,61 interest until the account reachs a specific limit that will aloow them to take legal action against me in court.

  They basicly in a nice way are saying that yes we are straight up stealing your money and they will use the credit system and court system to faciltate there theft.. so i feel like i have no choice but to ask the BBB for help in this matter..

  sincerely ****** ******

  

  Business Response

  Date: 03/17/2025

  We are Comenity Bank and Comenity ************. 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:03/14/2025

  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.

  On February 1st, 2025, I attempted to make a payment on my Ulta Credit Card (which is issued through comenity) hours before the due time of 5pm. I was given an error message that my payment could not go through. I was not able to get my payment through until the next day. I was issued a $30 late fee even though I paid the entire balance. I have since tried to get in touch with a customer service *** for over a month now and can not get a human on the phone. Every customer service phone number I try only gives autmated options with no live human option, and several messages I have tried to send do not go through. I even sent a message asking for a live person and it told me to call a number that just took me to the same automated menu I had been sent to before. There does not seem to be any more live customer service. I just want my $30 back. that is all.

  

  Business Response

  Date: 03/17/2025

  We are Comenity Bank and Comenity ************. 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:03/14/2025

  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 closed my account with Commenity and paid of my balance in full on October 8th and per their message:
  "We closed your GameStop PRO Credit Card account- just as you requested.
  
  
  We will let the national credit reporting agencies know that we closed
  your account."
  
  On October 25th, they charged me a fiance charge even though my account was closed and not reporting to agencies. This charge multiplied while I thought it was closed and has amounted to $170.77. Now, Commenity is sending me emails about a late charge. I've been talking to them and even though they aren't reporting to credit agencies anymore, they are still trying to charge me this charge and more as late fees. This seems almost like a scam since I closed my account and no one at the company will give me resolution. They just keep telling me to pay 170.77 on a closed account that was paid 17 days before the account incurred a charge. I might have paid this fiance charge to get them off my back, but now they will not work with me and just keep telling me to pay this charge like it was my responsibility to know that a closed and paid account could incur charges. For all these troubles and the back and forth that I've done with commenity, not to mention the amount I paid them to pay off my balance and the longevity of this account and never having it been past due, they should show me some leniency and erase the scam charge all together.

  

  Business Response

  Date: 03/14/2025

  We are Comenity Bank and Comenity ************. 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: 04/01/2025

  I do not agree with the decision of the bank.  They are in total disregard of the fact that they told me my account was closed AND not reporting to a credit agency.  Now it is.  And not only that, they want more late fees because I haven't paid while this dispute has been going on.  Since the company told me my account was closed and done reporting to credit agencies, I left the account closed and off my books assuming that it was paid and completely taken care of as the company had stated.  It wasn't until a month or two ago that I received an email that caught my attention saying I was late on paying it and by then it was already $150 more than my interest charges.  As understanding as I can be about the interest charges, this has gotten to the point of ridiculous.  The company refuses to take responsibility for telling my my account was closed AND not reporting to credit agencies without telling me there may be additional fees after the fact.  Had I been told that, I would have been waiting for charges or paid them the day I paid off my account and closed it.  Since I was not aware I was accruing charges because of what the company had told me and led me to believe, those charges at the least should be taken off.  I had this account for a long time and had no late payments on record.  They acknowledge that I paid off a balance of $2,790.23 and closed the account.  They will not work with their customer of 8+ years for a fraction of the sum and for things that are out of my knowledge and control.  Regardless of the validity of the charges, they don't show an understanding of the process and they won't take responsibility for claiming that my account will no longer be reported, therefore leaving me with no reason to ever come back to their website or answer their emails for any reason before I found that the charges were over 8 times the amount that was considered legitimate but unknown.  The amount of charges and fees that are present in the amount due include more than just late fees which leads me to believe this is all just a hoax to ring customers in to a never ending payment system.  If fiance charges can be made against me and late fees on those finance charges each month, there would be no end to when I would owe them money and could legitimately close my account.  It makes absolutely no sense after an account is closed and not reporting to a credit agency to have it then report charges after the account was closed and then tack on late fees and finance charges on the original amount.  ************ has literally said it stopped reporting to a credit agency, then reported that I had 3 late payments.  It's unjustified and beyond fair.

  Customer Answer

  Date: 06/13/2025

  
  
  ***** ****** <*******************************>
  Thu, Jun 12, 5:04 PM (15 hours ago)
  to Better
  
  
  Hello.  I have not received a response from the business and I would like to log that but the code you gave me doesn't work anymore.  How can I update to show that they have not contacted me yet about an update?
  

  
  

  

  Business Response

  Date: 06/16/2025

  Hello,

  Thank you for forwarding the consumer's concerns to us. Our records indicate that the original response was mailed out on March 29, 2025, to the address provided by the consumer. 

  We will arrange for the response to be resent to the same address..
  
  Thank you once again for your assistance. Have a great day!

  Customer Answer

  Date: 06/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23065333
  
  I am rejecting this response because: once again, the business is not responding to my direct concerns after the fact.  I sent a second response after their response in March and they are just issuing the same response over and over again.  I've asked for an ammendment on my credit because I've paid the amount asked for and the fact that their representative misled me into believing payments were complete and that my credit would not be reported.  I've also asked for a response as to why the interest payments were charged more than twice after I paid off the balance and no response from the business.  I've got the *** and FDIC currently involved now because they won't stop sending their first response over and over and take accountability for what their representatives said and why there are more interest charges than the first letter said was allowed after paid in full.  Interest charges from purchases continued from October to March.  While I was trying to seek a resolution, the company charged me multiple late fees.  I just want my late payments erased from my credit history for the misunderstanding.
  
  Regards,
  
  ***** ******