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:07/20/2022

  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 went into Academy Sports Jacksonville on Saturday February 19th 2022 at 11:55 AM to purchase a pair of cleats ($29.99)for my son. We were in a rush to get to his practice so it was supposed to be a quick purchase. As we got to the cashier, she said if we were paying by card. I said yes. She held up a piece of paper and I declined because I was focused on paying for the cleats and getting my son to his practice on time. She said it was for a discount on my purchase and needed some information. I told her I was in a rush, she replied it will only take a minute. I started to add my information and realized it was asking a lot of personal questions. I asked her to let me see the paper and asked if this was for a store credit card because I have no interest in opening one. She said yes. I told her she never said anything about a credit card, but for discount on my purchase. I asked her to cancel it. She said it was too late I was approved and was unable to. I told her that it just cost me an inquiry against my credit that I didn't agree to, especially for a credit card to a store I do not frequent. I was very upset. I felt mislead and tricked. I am now trying to have it reversed. I called the Academy Sports customer care service number on Sunday February 21 around noon to have the card closed but the damage has been done. Customer care gave me the number to Trans-union Credit to file a dispute but claimed there were no managers available to help me rectify the situation or point me in the right direction. I would like for them to reverse the inquiry and help me restore the points on my credit.

  

  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 closely working with the 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 III

  Customer Answer

  Date: 03/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 16790700, and have determined that this proposed action would not resolve my complaint.  
  

  I want the credit check made be reversed.  I lost 12 points on my credit score for a in store credit card I had no desire of getting.  I will feel whole and the case resolved when everything pertaining to Academy Sports is removed from my credit history and my points to my credit is restored.  Thank you.

  
  
  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:07/20/2022

  Type:Order 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.

  BBB transcribed from Consumer Complaint Form:

  
  Sometime prior to May 2021, I supposedly applied for a credit card. The only info I gave Academy was info for an email alert. On May 18, 2021 they withdrew 50 some odd dollars from my checking acct using the debit card I make all purchases with. I called Academy and their rep told me if I shopped in the store then I owed them money.
  
  
  

  

  Business Response

  Date: 03/16/2022

  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.   We are communicating with our vendor to address this issue and resolve it 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 III

  

  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:07/20/2022

  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 used the academy sports credit card in store to by roughly 30 dollars worth of goods. I paid my bill early but was charged a late fee. This has happened both times that i used the card. I paid early and receive a late charge. The first time they waived the fee the second time they made me pay which is absolutely ridiculous because I paid early and can prove it. The customer service representative didn’t care and was difficult to understand. I was so furious about the undeserved late fee that I canceled the card. I went directly to the store to pay the entire balance on the account and someone there pressed a zero instead of a nine making me underpay by nine cents. Nobody caught that mistake and now i have another 31$ late fee! I am burning mad. I should not have been made to pay any late fee i can prove i was on time. I just want to be done with this card. This last fee should be removed altogether. I have never dealt with such poor customer service in my life. To make matters worse i dont trust the academy sports credit card customer representatives will
  make this right. How many more 31 dollar fees will i incur for the 30 dollars of merchandise I originally purchased. The whole thing is unsettling and I feel completely helpless. What a way to shake down good loyal customers. I know i have read of others experiencing similar unwarranted fees on the bbb website. This is a pattern of behavior and it needs to stop. Academy sports please adjust my bill to zero balance. I paid for the merchandise in full and on time. I should also be refunded the late fee that I paid in person at the store.

  

  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 closely with the vendor and the customer 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 III

  Customer Answer

  Date: 03/28/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 16762573, 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 received the reimbursement of one fee  from academy sports in the mail yesterday afternoon. This is a good start but i incurred two 30 dollar fees one initial fee and then another fee because the clerk at academy sports hit  0 instead of a 9 creating a 9 cent shortage. That caused me to have the second late fee and penalty. I should not have to pay 90$ for for 30$ worth of goods. Payment was issued from my bank on early. I can prove this. I never should have had to incur any fees in the first place. To resolve the issue  I think either commenity  bank should reimburse both fees not just one or a gift card to academy sports for the one 30$ fee would be fine. I should never have had to endure any of this in the first place. I pay all my bills early or on time. Thanks 
  
  **** ******** 
  *** *** **** 
  

  
  

  
  

  

  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:07/20/2022

  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.

  Made a purchase at the woodlands, tx academy a couple of months ago. Applied for a store credit card at this time to make a small purchase. They issued me a one time temporary card for this purchase only. Two days ago (almost 2 months later) i get both the card and my first bill. Upon opening the bill it is already past the due date. I immediately paid the balance off in full. Today, I checked my account and saw a $30 late fee on my bill along with finance charges on the late fee on top of everything. I received the bill AND my card AFTER the due date. To this day i have still not activated the card they sent me after the due date of the bill. How can you fairly charge me a late fee on a card and first bill i received AFTER the due date?

  

  Business Response

  Date: 05/12/2022

  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.  We are partnering with our vendor to resolve 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 III

  

  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:07/20/2022

  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.

  Under 15 USC 1692f a debt collector may not use any false deceptive or misleading representation or means in connection with the collection of any debt this account is in violation. Please remove it from my credit report.

  

  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: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 $547.56 in fraudulent charges on my Comenity Mastercard. I have been trying to contact Comenity Bank for several days. Once I finally get through the message says sorry we are temporarily closed call back another day.
  I can't afford to pay this bill and I don't want to get sent to collections for purchases I didn't authorize.
  Please help.
  Thank you,
  ***** ********

  

  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: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.

  I had a comenity wayfair credit card that I suppose went out of business two years ago. When I try to access my account to make a payment, it says the account is closed, contact customer care. After contacting customer care, I have been on hold for over four hours on numerous attempts to only be disconnected. Now, I have no way of settling this old account due to the negligence of this company.

  

  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 have three store credit cards which are handled by Comenity Bank and for each one for the past couple of months they have been promoting a service called Account Assure through multiple portals which I am not interested in and have declined every time it was offered. I the month of June Comenity Bank took it upon themselves to enroll me in this program for each card without my authorization or consent and fraudulently charged me for this service on each account. I have tried contacting their Customer Service center by both phone and email for the past 2 weeks to have the charges refunded and have received no response. I could be one of many subjected to this fraud if consumers do not diligently check their statements

  

  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.

  My balance was $15.22 and there was a $15.22 late fee . My bank provided the date check was cashed, and Comenity waived late fee, leaving a 0 balance. I didn’t use the card since. I now receive a bill for those charges $32.44, plus other charges I didn’t make. HELP!!!!!!

  

  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 had an Ultra and a Sephora card through Comenity. I paid off and cancelled both in March.
  In May I got a bill for $38. for both Ultra and Sephora. I paid both and called them and have been calling them. I've yet to get through to anyone till today.
  My account for both cards says closed online. On their phone system it gives me my available credit and monthly fees for both cards. There operator says they have no monthly fees, but there system already said my next monthly fee is $6. The same that they're charging me this month on two closed accounts. Operator says if the account has a balance after being closed you still have to pay. The balance was $0. After paying the $38 for two closed accounts the balance $0. Now after paying these monthly fees for two closed accounts the balance? Yes, $0.
  This is a fraudulent predatory company and what I want is and email from this company verifying my account closed and for them to stop charging me for two closed accounts.

  

  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.