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:07/20/2022

  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 a credit card for BJs Wholesale Warehouse which is financed by Comenity Bank. My account has been on "autopay" for some time. From what I read online, there is some sort of issue with Comenity which began in late June/early July and my automatic payment was not processed. I attempted to log in to my account and could not access it. I called numerous times, as well as attempted to utilize the chat function on their website and there was no way to contact anyone to see what was going on OR to make a payment. I was finally able to send a secure message through the website even though I was still unable to access my account and the message has gone without response. I did receive an email that I could make a payment through a special portal but since I don't know if Comenity was hacked or what happened exactly, I am very hesitant to provide any additional payment information. Now, the new bill has been generated and the minimum payment has of course doubled since no payment was taken in July.

  

  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.

  Comenity Bank made two withdraws from my bank account for approximately $3750 each on July 5th and July 6th, 2022. As a result I have a -$3750 balance with this credit card. My bank account was overdrawn. I have talked twice with people at the bank for a refund and no such refund has been issued even though they have said that it has been ordered. comenity Banks automated system has been down for several weeks and we could not get through for hours at a time. Then they would cut off the phone call after being on hold for 20 minutes. We tried for a week to get through before finally doing so on July 8th. We have been told are money would be delayed 10 days because of the amount. It still hasn't been returned.

  

  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 ordered a nice $1300 lamp from Wayfair and their credit card is managed by d.commenity. I made an initial payment of $300+, leaving a balance of $1000 on the account. At the beginning of the billing cycle this month i happened to notice 3 identical charges on my account of $98.94 each - none of which I made/charged. I immediately called the bank - put on hold for 15+ minutes, then the call dropped (this has happened daily for 2 weeks). I've sent numerous emails to the fraud department at d.commenity - all saying to call the same number, which never picks up! I've now been charged interest on these fraudulent charges. I want to get this resolved as soon as possible as i want to pay off the account and close.

  

  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:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase 6/5/22 for $20.05
  I returned that purchase on 6/22/22. I was charged $0.39 for account assure on 6/11/22 for this item i had returned. I tried multiple times to make the $0.39 payment through the app, the website, via phone call, & via chat. I tried different times throughout the day throughout multiple days. How ever, each time i got the same message: "service is unavailable at this time. Please try again later." When I was finally able to log in to my credit account, I noticed I was charged
  a late fee of $20.44, a $2.00 interest fee, & $2.97 from account assure. After being unable to reach a customer representative, I called account assure & they confirmed the $0.39 was an error so they are refunding it how ever they asked for 5-7 business days to process. To this day I have not had the late fee nor the interest charge for an item I returned within the same 30 day billing cycle refunded.

  

  Business Response

  Date: 07/21/2022

  Good Morning,

   

  I hope you had a nice weekend! After review, the complaint sent over to us for customer ****** **************** with ID ******** is a complaint about billing concerns. Our credit cards are owned and operated by Bread Financial (Comenity Bank). Please let me know if you are able to transfer this complaint over to Bread so that we can close it out on our end.

   

  Thanks!

   

   

  Molly C

  Customer Answer

  Date: 07/26/2022

  Better Business Bureau:
  
  
  I accept the business's response to resolve this complaint. I will be waiting for the letter from Commenity Bank.

• 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 fighting with them over my account for over 2 weeks. I made a payment on june 29th and it cleared my bank account but never cleared my credit card account. I have been on the phone with them. They told me they could dispute the charge with cosmoprof saying i made a payment for the next day to be told something else. I have all the proof they need that i paid it. But it would take longer. And with the address being a po box number. I am unsure they would even get anything. Ive tried to fight this with my bank to only land here. Please help me. I have both prof that i have made the payment and it cleared my bank account. I dont know what else to do. Ive been fighting with the credit card company still and still get the same answers.

  

  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:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For 4 weeks I have tried to get in contact with Catherine’s to no avail. I spoke to Comenity Bank and I was advised to contact Catherine’s for assistance. Comenity advice to call number on the back of Catherine’s Credit Card. I emailed Catherine’s to be told to call Comenity Bank. I called Comenity Bank, again, to be told they couldn’t help me. So, I emailed Catherine’s to told they are having telephone issues and offered purchases I could buy. I failed to tell you I only wanted to close my account which I felt that is why I got the run around. Today, July 29th, 2022 I have emailed Catherine’s to close my account, again. I have never experienced such terrible Customer service and lack of curtesy. I have been a customer for over 20 years and stop buying purchases due to poor quality. Please, help me resolve this problem.

  

  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:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 11th I attempted to use the phone system to pay my Wayfair card payment. The transaction wouldn't go through even though I had more than enough to cover the amount. Panicking, I spent 2 days attempting to contact customer service only to spend hours on hold. I tried paying online only to be told, account closed or account not found. Wayfair did close my account when they switched credit providers but I have faithfpaid my payments every single month since. So since I was unable to pay by phone or by Comenity.net Easy Pay , I mailed a check to the Dallas Comenity Bank P.O. box. On Thursday the 14th. The check has not posted to my bank and has not registered with Comenity. I am frustrated since Comenity is down and will not accept my payments. I work hard to keep all my bills paid on time and resent the hardship this is causing. Comenity Bank is a business and should be responsible to it's customers. If they cannot fix their phone system, their customers ability to make timely payments they shouldn't be in business. There simply isn't a way to pay my Wayfair bill. I don't have days to spend on the phone. It is irresponsible not to inform customers of changes to ownership. It is irresponsible to make it impossible to make a payment . I simply want to pay my bill in a timely manner without worrying about my credit rating because Comenity refuses to process my payment. This is a widespread problem. Something needs to be done immediately.

  

  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.

  Customer Answer

  Date: 07/27/2022

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

• Initial Complaint

  Date:07/20/2022

  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 trying to access my Good Sam credit account online for more than 3 weeks now. System has been down with very little information given. Wants to direct you to EasyPay which also does not work correctly. I have called customer service with long wait times all to be told to pay over the phone, but a $9 processing fee will be charged. Company will accept a payment, but cannot tell me any of my account info such as points made from purchases or any other benefits the card had promised when opening account. My payment is now 2 days past due and this whole situation is entirely unacceptable. 2022, your systems should not be down this long. I feel I've been scammed.

  

  Business Response

  Date: 07/22/2022

  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. 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 a credit card with comenity bank they went ahead decrease my credit limit and then went ahead and closed my account. While my account was closed I paid off the account and they went ahead and report my account late on credit profile . Throughout this process they did not send me a statement to let me be aware of my balance. According 15 U.S. Code § 1666b - Timing of payments
  a) Time to make payments
  A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637(b) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date.
  I am on the verge of taking legal action against against comenity bank if they do not resolve my issue my credit report is very important to me.

  

  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 have a Commenity Bank MasterCard. I went to make my payment for June and they were having problems with the website and stated to not worry about a late payment because they were working on it. I tried mutiple times to make a payment online and it would not go through. I went to make the payment today and I have late fees charges added. I tried many times calling the number to contact and it won't go through and I went online and found many complaints like mine. I also have charges on my account that I printed out today with late fees and I have never been late. I want to get rid of this account but I can't contact anyone can you help me with this matter.

  

  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.