Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,455 total complaints in the last 3 years.
- 1,316 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:07/18/2022
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 not been able to apply my reward points to my bill either by phone or on their website. They state the website has problems but its been over a month now. I would like to apply my 180 dollars to my balance and then fire them. They can collect payments but when it comes to me applying my earned credits it can not be done. Calling this company only puts you on hold and then when someone does answer theres no answer to any questions. Emailing only tells one to call them so there is no way to make any satisfactory resolution.
Business Response
Date: 07/19/2022
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:07/17/2022
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.
Comenity Bank closed my account. I have never so much as been 1 day late on a payment. When I called them they said it was because I didn’t respond to a letter they had sent me in February by USPS to verify my information. I never received anything from them. They never tried contacting meby phone, leaving a voice mail, nothing. I think it’s wrong to close an account I’ve had for years and never been late on a payment over something that wasn’t my fault. My credit will suffer because of this also.Business Response
Date: 07/19/2022
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:07/17/2022
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.
It’s been a month, and due to Comenity Bank’s “technical issues” I have been unable to make a payment on my Overstock credit card. I have contacted them on twitter 4x since their “24/7” customer service number has a prerecorded “we have issues, call back later” doesn’t answer the phone. I can’t use easy pay because it results in the same “technical issue” message as logging in. I had one call my phone service identified as “scam likely” that was a pre recorded message supposedly from them about Covid” but no other response. I’ve heard others have gotten charged late fees over this as well. As of today I still cannot make a payment.Business Response
Date: 07/19/2022
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:07/17/2022
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 received my credit card back in the beginning of June this year for Children's Place through Comenity Bank. I used it online and everything went fine. I paid my balance this month as it was due and went to make another charge at the store and my card gets DECLINED!!! That alone is embarrasing enough especially when im fully aware I have a balance availability.
I logged into my account online and it shows my payment amd available balance. It shows my account is open. I have tried mulitple times to contact them using the 800 number and I get "This office is temporarily closed. Please try your call again later." I am fed up with the fact my money is taken for a payment just fine but I cannot use my card or get any assistance!!Business Response
Date: 07/19/2022
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:07/16/2022
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 made a payment for my famous footwear account in the store July 2,2022. I still have the receipt showing so. I received my monthly bill and the payment was not shown...I have been attempting to get a hold of customer service for over a week. I wait on hold for over 30 mins and then it just hangs up...This is absolutely not acceptable from a company...I want to just pay this off and close this acct but won't do so until my last payment is deducted...I'm not letting this go and will pursue as far as I need to...I would never recommend them to anyone!!!Business Response
Date: 07/19/2022
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:07/16/2022
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 had been a customer of Chadwick's for many years. Comenity Bank handled their credit card. I received a message from Comenity that they were going to be closing the account and I had to pay in full. I paid the balance of $312.37 on 5/23/21. For some reason this shows as a derogatory statement on my credit report as closed and a balance of $335. There is no balance on this closed account. I reached out to Comenity to have this removed or corrected on my credit report. The only response I got from them was " We report to all credit bureaus". I will like this removed or corrected as closed account with no balance.Business Response
Date: 07/19/2022
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
I accept the business's response to resolve this complaint which is to contact me or send a letter when their investigation is complete. I have not received a letter to date (7/27/22).
Regards,
****** **********Initial Complaint
Date:07/16/2022
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 paid this company for my Zales credit card earlier this month. The money was taken out of my bank account again on July 13th after I agreed to pay again. Since then they have hit my account 3 times in the past couple of days. I called them to remedy this situation and was told I need to provide proof of them taking money from my account on my online account with them but because of their “system updates” (which have been going on for over a month now) the page is not available to log into. Therefore I cannot provide the proof and receive my refunds. This is not only affecting my credit but is also causing me to overdraft with my bank. This is causing more issues then just losing a couple of dollars. Also, this is not the first month that this has happened.Business Response
Date: 07/19/2022
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:07/16/2022
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.
Community keeps sending me text cryptic text messages. When I call and have answered many questions regarding my account, I am connect to an agent, but the system hangs up on me every time with no warning. This company is to be avoided at all costs. I have tried their web portal, comity.net, with no success in ridding myself to their card as there is no way to cancel on line.
I will also notify they company that uses their pay card services and tell them they have lost a long time customer.
They do not provide any method for me to cancel a credit card on line - yet it is impossible to speak with anyone.Business Response
Date: 07/19/2022
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:07/16/2022
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 experienced difficulty paying my Hot Topic Credit Card bill this past month due to issues Comenity was having with an upgrade they were doing to their website. On July 4, 2022, I received an email from Comenity on behalf of my Hot Topic Credit Card account indicating due to an outage on their end, they were extending the time I had to pay my monthly bill to July 9, 2022 at 5pm ET. I paid my bill 7/7/22 and got my confirmation of **************** for the amount of 40.00. I check this month's statement and saw they assessed a late fee of 37.00 against me. I would like this late fee removed as this company's outage is not my fault to pay for.Business Response
Date: 07/19/2022
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:07/16/2022
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.
My ULTA credit card has been declined for nearly 4 weeks for no apparent reason. My payments have always been on time and I've been an excellent user. When I call the customer service number on my card (AND any other customer service number I can find for Comenity Bank) I am always taken to the "Card Protection Services" office which has been "temporarily closed" for at least 3 weeks. I cannot get through to anyone to ask why my card cannot be used. This problem did not occur until the recent update made to their system. I am frustrated because there is no way to talk to anyone about the problem to get it resolved, if there even is a problem.
I do not want to wait for a "letter once their investigation is completed." I want to know now why they are not honoring my card agreement without reason!Business Response
Date: 07/18/2022
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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