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 has 121 locations, listed below.

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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: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.

  Received First Statement and issued payment on 2/14/2021 and placed payment in the mail. Received new Statement 3/15/2021 indicating payment was Late and was accessed $ 29.00 Late Fee and charged $ 2.00 Interest - Statement showed payment received 3/3/2021 - called to try and resolve this matter and the automated system would not transfer me to a CSR and in frustration I said Cancel Card - at this point I was Able to speak with a CSR who said since the card had been canceled there was nothing further they could do. The Fees Total almost as much as the initial purchase. Also since I just received the Statement it apparently won't make it to your Texas location if I mail it today. This is not a way to establish a relationship with a consumer.

  

  Business Response

  Date: 04/15/2021

  From: ****** ******* >
  Sent: Wednesday, April 14, 2021 11:58 AM
  To: ****** <*****************>
  Subject: [External]Case ID 15289348 ******* E. ******

   

  Dispute Resolution Team – Please see the attached.

   

  Thanks for your help and please let me know if you have any questions.

   

  ****** L. *******
  Paralegal III
  Academy Sports + Outdoors

  Customer Answer

  Date: 04/15/2021

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 15289348, and have determined that this proposed action would not resolve my complaint.  

  
  

  Their response was that I had closed the account so nothing further can be done.  My problem with this is when I called l asked to speak with a Service Representative and their system continued to only give automated responses after struggling with this for 15 minutes I finally canceled my account and at that point I suddenly got a rep who then proceeded to tell me nothing could be done since I closed the account.  Seems like a scam to me.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  

  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:07/21/2022

  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.

  Comenity bank is the bank that process zales credit cards. The website to make payments through zales has had an error message and it's been down for months every time you need to log in an make a payment it says it cannot process this request. I made two payments in June and when I tried to make a third payment I was not able to log back on. This resulted in being charge q promotional plan transfer for 1249.98. I contacted zales costumer service with no avail to fix this and nothing resulted on it. I made a payment on 7/13 again until.this was resolved. My payment came out of my checking account on 7/15 but it was never posted on the zales credit card. This resulted in a late fee. I want the promotional payment and late payment removed to pay the card balance that was 1250.00 at the time and close this card.The issues with the website shouldn't affect the costumer

  

  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: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.

  This bank is continuing to have major issues. Their phones are not working most of the time and the only way to get through to anyone is to call extremely late at night or early in the morning. Even when I get a person, they will not help. Their website is STILL NOT functional after it went down about a month ago.
  
  The specific problem I have is that they are not crediting payments. I have paid my minimum payment so many times that I have now payed MORE than my balance. I made multiple payments since I am desperate to protect my credit and Comenity has only been posting SOME payments. At this point Comenity should owe me money, yet they have ruined my credit since they will not bother to actually post ALL payments to my account ON TIME. The payments have been withdrawn from my checking account on time and they finally posted some of the payments, but not all.
  
  The bank needs to credit ALL payments and provide a refund for the over payment. They also need to correct their credit reporting to reflect that I have fully paid off my account and paid ON TIME.

  

  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:07/20/2022

  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.

  Like several other cardholders, I have been locked out of my online account due to Comenity’s DISASTER of a “system update” and because my account is closed I cannot use “easy pay” because I no longer have my account number. There is no way to reach a representative on the phone; this is absolutely insane and unacceptable

  

  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:07/20/2022

  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.

  When I attempted to log into my account it says my account is closed. Then I called to make a payment and they said my payment was not processed there was and error they gave no confirmation number for the payment. I called the next day and it went thru. Then my bank was charged twice. I’ve tried to call to correct this error and to also request a copy of my card and after very long wait time up to and hour the line hangs up.

  

  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:07/20/2022

  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 made a purchase at Maurices clothing store, which has a bank card through Comenity bank. I paid my payment in full on time through my personal online bank. The following month I received a statement showing they hadn’t received my payment. I contacted my bank. I received copies of my bank statement. I received the transaction codes the dates the digital numbers. Everything I could plus a contact person from my bank and a letter from them.I remitted all the information to Maurices. With no avail. It went on for months. No one at Comenity Bank was willing to research the transaction code. Nor was I ever able to talk directly to an auditor who processes payments. I finally ended up disputing the charge on my credit history. Which did finally result in a zero invoice. That was back in January. In April of this year I started receiving invoices again for the same charge applying interest and late fees. I have sent in another dispute to the three credit card services. This is an endless fight because there is no one at Comenity bank who can do accounting on an customers account and Trace a payment .
  
  They have been holding my credit hostage for a year. Calling me, harassing me, for a payment I made on time.
  
  It has been the most frustrating, time consuming, no customer service, experience of my life. For $138 purchase. They have never followed up given me a representative that would do anything to help me in almost a year.
  
  I want my account cleared out to a zero balance. My credit restored to paid on time and an apology for Wasting all my time.
  
  Sincerely ***** ********

  

  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:07/20/2022

  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 called because I was assessed a $40 late fee when the site was down. I emailed and they said that there wasn't a fee assessed. I sent confirmation and decided to call. An agent hung up on me and then the account was closed when I called back

  

  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:07/20/2022

  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 have been charged $2. Interest per month for last 3 months on $0 balance! My bill was paid in full before due date 3 months ago. I seek to have my account credited the $6. I have made several attempts to call and go online their site and phone are not working.

  

  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:07/20/2022

  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 lost my “smile generation” credit card through comenity bank on July 4th. I called to report my card stolen and ordered a new one over the phone with a man in customer service the same day. Also knowing I had a payment due soon I tried to utilize their online tool that read something like “our payment system is down at the moment if your payment is due we will not charge a late fee” so not having my credit card number and their system being down, I made a payment using my bank account information while on the phone July 4th for the amount of 38 dollars and I noticed it did not come out of my account the following days so each day I tried to reach comenity bank by phone, in which an automated system told me to call back another time and hung up on me for 3 days in a row. Once I was able to get ahold of a representative on the phone again I told her I made a payment that did not come out and she confirmed it did not go through, I gave her the account information again this time telling comenity bank to charge 50 dollars. That came out of my account. I received a letter in the mail stating my account has been suspended and they are reporting it to the credit bureaus. I called again, asking to speak with a manager this time I was told the woman I was speaking with’s name was Selena. I asked her to spell it and she avoided it 3 times saying she just works in customer service and changed her name to Maria. Then when I asked to speak to a manager again she transferred me back to the queue of waiting for another customer service representative. I do not want my credit score to be affected for their services being down and unreachable when I’ve made the payment twice and spent hours trying to reach them.

  

  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:07/20/2022

  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 have fraudulent charges on my credit card. I have been reaching out to the customer care # 1 888 232 1512 to get in touch with someone to help with this issue; I have been reaching out for 13 days now several times a day and I continuously get the same response, "Our office is temporarily closed, please try again tomorrow". I have NOT BEEN able to reach anyone in regards to this. I refuse to pay the payments for fraudulent charges that I did not make. I cannot reach anyone to get this settled. I have tried reaching the Comenity Bank numbers and not able to reach anyone. I am very upset and frustrated that I cannot get this handled. I need this handled before it gets sent to collections for not paying the monthly payments. Please please help me with this. I do not know what other number to contact to get this resolved. I have tried every number that google has produced and all numbers associated on the back of my credit card for customer care. I even resorted to publish a complaint on pissed consumer to get in touch with them. My mother mentioned if nothing gets handled to put a complaint through this entity. There have been many reports on pissed consumer recently about their company and their customer service care being very very poor.

  

  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.