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Comenity Bank
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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Comenity Bank has 121 locations, listed below.

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    Customer Complaints Summary

    • 5,433 total complaints in the last 3 years.
    • 1,316 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 pay Comenity Bank for two cards issued by the company. Pier 1 and Zales. I cannot log in to the website and now one payment is late. I cannot call the customer service number as most times it does not ring at all and when it does I get a recording that they have high call volume and to access my account online, which obviously I cannot. I am afraid this will negatively affect my credit and I am about to apply for a mortgage. Please help me get in contact to pay my bills!

      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:07/18/2022

      Type:Billing Issues
      Status:
      Answered
      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 my very first purchase back in late May 2002 but return the ring a few days afterwards to Jared in Montgomery, Al and order a different ring that was shipped to the Jared store. We received notification from the store on June 4th,2022 that the ring just arrived and picked it up on July 6th, 2022. I got our first statement charging me for the first payment of the return ring including a late fee. A call was made and supposing those charges was credit off but not from the balance. Customer service line and web access was down for weeks. When the website access to my account became available July's statement was release reflecting a rollover of the charges for the first ring that was already return. We was told by a billing manager on another call that she would waive the due amount since it was incorrect and that the Aug 2022 should reflect the correct amount but no again we are not with a rollover payment of a return ring and another late fee. They have failed to correct the bill after repeatedly acknowledging their mistakes. Customer service seems to be incompetent and we regret doing business with Jared if we have known this.

      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:07/18/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      In March of 2022 I went to get a loan. I was told by my banker that this was reflecting on my credit report. I have never applied for a good Sam's card. I have never purchased anything. This account was opened fraudulent. I called the bank on 3-28-22 was told that this would be taken care of and the account was closed as fraud. This never happened. This company is in violation of regulation z. I have not received anything from this company. This is not my account!!! Today I spent over 3 hours of my life either on hold just to be told the prior agent did nothing. So many regulations this company is breaking.

      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:07/18/2022

      Type:Billing Issues
      Status:
      Answered
      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 got late fees to all my accounts even though I tried to make payments via phone and online before the due dates. These issues started in June and haven't been resolved. When I try to make a payment, there's an error on their side. I don't want to get late fees when it is not my fault, and I don't want my credit to suffer. I took endless pictures to show proof of this dilemma. I am getting harassed by the company, getting called and messaged daily.

      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:07/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Have been trying to get in touch with Commenity Bank. Bill was due on 6/27 . Website and phone was completely unavailable. Days later company stated that a “planned service update was done”. This was untrue due to no notification was given. Then 6/30/22 received a charge on account from “account assure”. I do NOT have a subscription for this service. This service is when people are unemployed or unable to pay their bills. A few days later was able to pay bill on line. I am requesting this charge to be removed. Sent secure message over 10 business days ago and no response. Cannot get through on phone.

      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.

      Customer Answer

      Date: 07/26/2022

      I accept the business's response to resolve this complaint even though answer was vague.  Credit was made for unauthorized charge and  I have paid off account. 

      Regards,



      ****** ****

    • Initial Complaint

      Date:07/18/2022

      Type:Billing Issues
      Status:
      Answered
      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 jewelry from Jared and financed through Comenity Bank.
      My bank sent a check to them may 10, 2022.
      I sent 250.00 payment via TD bank this time via on line transaction on May 27, 2022 and another 250.00 on June 28, 2022 to stay ahead of payments.
      I received the first bill from Comenity bank July 15; 2022 and the bill did not reflect the $250.00 payments on May 27 and June 28.
      Furthermore the first payment that was made by TD Bank $100.00 , I was charged $30.00 interest?
      This was a no interest loan for one year. There is No way to contact a person with hang ups and confusion with there contact number..Shame on Jered Jewelry for setting me up. Comenity bank has such bad reviews and poor reputation. TD bank gave me electronic tracers on my two payments of $250.00 in may and June

      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:07/18/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      it appears that the BJ's comenity card has enrolled in autorenewal however i did not sign up for and i have not used the card in month. It appears that i now have incurred an autorenewal and i have called 844-271-2535 & 855-269.1622, left an email and initiated a chat on the website to no avail. i want the fees removed as i currently do not need the BJs membership, if and when i do i will pay at the local store. i have spend endless hours attempting to speak to a human and no luck!

      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:07/18/2022

      Type:Billing Issues
      Status:
      Answered
      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 Loft All Rewards credit card and all of a sudden my card stopped working. I called customer service three weeks ago and they said they would send me a new card. I haven't received the card and like others, I haven't been able to get a hold of anyone for two weeks. When calling the message says "We are temporarily closed". This is unacceptable and after reading other complaints, it sounds like they are not processing payments correctly. Again, this is unacceptable, and I'm upset at thinking they aren't going to process my payment and it will impact my credit. And, did they send my card and it's lost in the mail or worse someone else has it??? Very concerning and poor customer service.

      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:07/18/2022

      Type:Billing Issues
      Status:
      Answered
      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 Comenity Credit Card (BJs) for one month. I paid online, the payment didn't went through for some electronic issue. I tried to pay again. The website is awful. I made another electronic payments and they just go through after days. They charged me the "waiting" days as well. They blocked the card because of the late payment. The first customer service representative told me I could use the card again 24h after paying the full statement. So I did and wait, when the card didn't work I called again and the other representative told me the rule was different that I need to wait more days. I asked to cancel the card and asked if I needed to pay something else, the answer was no. Now I received a $2 bill (interest charges). I can't access the website to pay (in the hope of resolve it and get free of them) maybe because my account is "closed". I waited 23 min in a call and they hang up on me.

      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:07/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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’s online portal for Tuition Solution has not been working for over a month. Everytime you try to sign up it says there is some sort of glitch error. I have a newly opened account with them and am just trying to pay my bill. I have been calling there number to which it said they were closed even during times they were supposed to be open. I had to be given a seperate number to call by Silvan Learning Center in North Jacksonville. I have been calling and trying to pay through their automated system to which it says just to talk to a person it will charge you $9 extra to pay the bill. I was in the process of paying with the automated system and it transferred me to a person anyway right in the middle of the process.

      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.

    Comenity Bank is BBB Accredited.

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