Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,429 total complaints in the last 3 years.
- 1,323 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:07/20/2022
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 called to request options for my account because my finances has changed due to my job closing and taking care of a sick family member with critical health conditions to make my monthly payment. The represented was not activiely listening and she did not look into the options I had she just said their is no hardship options available for me. but what she did not listen to was that i spoke with a rep before and she did give me other options but as of today when i called i could not give her the correct terms. that is why i called. the rep today began to give me an attitude yelling and overtalking me. she clearly became defensive when she though i was telling her how to do her job. i was just telling her in a calm manner that the information was not the last rep told me. Still with a attitude and load negative tone she said she would reach out to the supervisor. then the line went blank. no music or anything for about 3-4 minutes. after i said hello she hung up. my issue is still in resolved and i would like for it to be with an apology from that representative,
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.
Regards,
******** ******Initial Complaint
Date:07/20/2022
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.
Every single month that I try to go in and pay the bill online, the online website for Community does not allow me to do so. Every single month I face some sort of road block from the company website which then causes me to have to call in to make a payment over the phone. When I call in most of the time I have to call a few times in order to reach anyone and then I normally have to explain this issue to which the reply is that, "we do not know of any issues with our site"
This company is a horrible company to do business with, the fair trade commission or some form of government needs to take over and protect the American consumers from this dastardly company. Essentially my problem is that the company purposefully and willingly makes it difficult for consumers to pay bills either by calling in to report problems or just to simply go online and pay it themselves. I have other bills that I pay online. All of those other bills are paid on time and before time online however this company refuses to allow consumers to maintain payments. On purpose!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: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.
BBB transcribed from Hard Copy Complaint Form:
I don’t understand how you can charge me twice. I paid money when I purchase the items. That is my complaint.
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.Business Response
Date: 08/22/2022
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. We take all consumer
complaints very seriously. Occasionally, we may require additional time to
conduct a thorough and extensive investigation to ensure we appropriately
resolve all concerns. We apologize for any inconvenience and we'll provide our
response immediately upon the conclusion of our investigation.Customer Answer
Date: 10/11/2022
From: ********* ********** <[email protected]>
Date: Tue, Oct 11, 2022 at 10:45 AM
Subject: New Fax from ###-###-#### | 1 page
To: <***********@centralohio.bbb.org>
New fax
Fax received
You've received a fax from NZ PHARMACY at ###-###-#### at 10:45 EDT.
Time Tuesday, October 11, 2022 at 10:45 EDT
From
NZ PHARMACY
###-###-####
To
###-###-####
********* **********
Fax Document
fax-in_1*********9_on20221011.pdf
Pages 1 (18.8 KB)
Thank you for using our fax service!
© 2022 GoTo Group, Inc.
333 Summer St, Boston, MA 02210, United States
Follow us on Twitter, LinkedIn or FacebookInitial Complaint
Date:07/20/2022
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 opened a Comenity Mastercard in March 2022 based on a reward that was being offered for new account holders. The offer was to spend $500 or more within 90 days of opening your account and the customer would receive a $100 statement credit within two billing cycles. I satisfied the spend amount, but I have not received the $100 statement credit. I have tried to call their customer service line and no one answers. I have called several times on different days. I also noticed a late fee charge that I would like to have resolved. The website to make payments was inoperable. They had a message saying their website was not accepting payments. Yet I was still accessed a late fee. Again, no one will answer the phone to resolve this issue.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: 07/28/2022
I accept the business's response to resolve this complaint.
Regards,
********* ******Initial Complaint
Date:07/20/2022
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 copy of my check payment from my bank showing it was paid 6/16. Comenity didn't apply it to my account until 6/20 and then charged me a late fee, plus interest. I called and wrote for 2 weeks with 0 response. When I finally did get a response this week, I was told I should make my payments on time to avoid a late fee. Unbelievable! All of my payments are made on time and I showed them the proof! They did not care. They treat their patrons like crap. I canceled the card immediately and need the late fee and interest reversed since I paid the full balance off on time. No one at comenity is answering the phone to help with this. Absolutely bad business.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: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 bought some items in the store and was offered a discount if I got an Academy rewards card.
I never received my first bill until a month later. This had a service late fee charge. I disputed it and they agreed to remove the charges and I paid over the phone and cancelled the card so I thought. Now I keep fighting the charges and they wont clear my finance charges. They didnt close my account until the Aug 14th I hope lol. I simply told them just give me a store credit and I will pay the charge. They wont budge and I don't think this is fair. I own 2 homes and have 2 credit cards to my name and never have seen anything like this before. I dont want to see this reoccurring. Please help me and make it STOP{.Business Response
Date: 08/26/2021
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. We are working with our vendor to resolve the issue addressed in this complaint.
If there is
anything else we can do to help with this matter please let me know.
Sincerely,
****** L. *******
Paralegal IIICustomer Answer
Date: 08/26/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 15767118, 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 will have to pay the disputed bill because Academy and your Comenity bank whom are getting ready to add another service fee. This 2nd fee will total $40.00 making my dispute grow from $2.22 to $73.69. This is insane to even think its legal. I cant believe the 5% I was supposed to save is costing me an outrageous fee on a bill never received in the mail. Take my warning and never ever accept a credit card from a department store. All I asked for was a store credit to pay me back for the disputed card after payment is made to the Comenity bank. The customer service from both company's was awful.
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:07/20/2022
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 purchased items from the Academy store here in Topeka Kansas. The total was $83.70. I received my bill in the mail from them. On August 28th I had sent the bill that evening. So the mail would be picked up from the post box early the next morning. My next month bill from Academy they added a late fee off $29.00. I called them up to inquire about it. They said my bill was late. I told them there was no way my bill could have been late . I told them I have no control over the post office or their accounting department. I told them to take my late fee off and closeout my account I didn't want to work with them because they were dishonest. The person said they would. I received another bill with two more dollars added to late fee. I called again. The caller said he couldn't take my late fee of since I closed my account. I told him I wanted to talk to a supervisor. He said since he was closed it can't be reopened and taken off. I told h I would contact you all. They are dishonest.Business Response
Date: 11/01/2021
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. We are communicating with the customer and with Academy's vendor to resolve this matter to the customer's satisfaction.
If there is
anything else we can do to help with this matter please let me know.
Sincerely,
****** L.
*******
Paralegal IIIBusiness 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:07/20/2022
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.
On 10/15 I called the Academy credit card bank Comenity to pay off my balance. They require that you give bank account information such as routing numbers and account numbers in order to make payments online. If you call to speak to a representative to use your debit card to pay, they charge a $9 fee. I called and gave my debit card info to make my payment, then closed the credit card. The representative I spoke to charged the credit card I had just closed the $9 fee instead of charging my bank card. I just received a statement in my email stating that I owe $9. Given that I do not want to share my bank account info with this scandalous company, they will want to charge me another $9 fee to pay the original $9 fee for using my debit card. This is scandalous!!!Business Response
Date: 11/19/2021
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. We have partnered with our vendor to address the issue mentioned in this complaint.
If there is
anything else we can do to help with this matter please let me know.
Sincerely,
****** L.
*******
Paralegal IIICustomer Answer
Date: 11/20/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16061967, and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]This issue has not been resolved. The way that they do business is very unethical. Back on October I called to pay off my balance early of a newly opened credit card. I also told the customer service rep on the phone to close the credit card after balance was paid. I am disappointed that they require sensitive bank account information in order to pay the credit card Bill online. I called in to pay by debit card and was charged a $9 fee to make that payment. Instead of charging my debit card the $9 fee, the customer service rep proceeded to charge the credit card account I had just closed with the $9 fee - forcing me to have to call back to pay another $9 fee on an account I wanted to be done with. Thus, creating a viscous cycle. This is an OBSURD way of doing business! After submitting a complaint to BBB, I received a call from Academy, I explained to the lady what happened, and she said she would get in touch with the bank that Academy works with and would get back to me. This was approximately 2 weeks ago or so and I still have yet to hear back from anyone regarding this issue. I still have a $9 charge on this credit card and if I call back to pay the fee, they will be charging me another fee, keeping me in a loop. This is not a good way to do business. You all are trying to force me to stay locked in, or otherwise my credit will be dinged due to not paying $9! I need this resolved. You ought to be willing to waive this fee and be done with it.
Regards,
Initial Complaint
Date:07/20/2022
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.
On Aug 23 2021 made my outstanding Pmyt balance of $40.38 (which yes it was due on 8-21-21)received a fee charge in September of $30 + called on Sept 22 2021 to see if they would waive the late fee cause i had never been late in the account. Spoke with a ****** which said see would waive the the late fee.... Now I have a balance of $100+ nothing but late fees on top of late fees which was supposed to be waived. I have canceled by card... I have never dealt with anything like this previously with any other account I have hadBusiness Response
Date: 11/19/2021
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. Academy has partnered with its vendor and we are working to address the issue mentioned this complaint.
If there is
anything else we can do to help with this matter please let me know.
Sincerely,
****** L.
*******
Paralegal IIIBusiness 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:07/20/2022
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 bought an item at academy for $39.60 and paid for it up front at the cashier. I later got a bill for the same item on a store credit card I did not want or activate with a 27% interest rate. I did not pay it and called the store about the problem and was told they could not resolve the transaction in the store. They gave me a phone number to call. They had a record of the purchase through the store credit card number I never activated or did I want. They said I needed to send proof of payment to Columbus ,Ohio to resolve this. I did not know about the problem until a bill was sent and could not find the receipt even though they had a record of payment. The bill grew into $285.60 and I had to pay to avoid future increases. I tried to resolve the issue myself thus going over the twelve months.Business Response
Date: 03/09/2022
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. Academy is working with the customer and the vendor to address this issue to the customer's satisfaction.
If there is
anything else we can do to help with this matter please let me know.
Sincerely,
****** L.
*******
Paralegal IIIBusiness 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.
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