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:07/16/2022
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 off my credit card on May 11, 2022. The operator that I spoke to informed me that this would post immediately and that I would not incur a new balance for the next billing cycle. I was charged a late fee for the next billing cycle, which I thought was in error based on the conversation with the Comenity operator. Then, I was charged again. I have not used the card since before May 11, 2022 and there is no reason that there should be any balance on the card. I would like the late fees removed immediately. I have called several times on July 16, 2022 and the last call was abruptly ended by Comenity. Please help. Thanks in advance!
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.Customer Answer
Date: 07/26/2022
I am rejecting this response because it is not to the standard that I expect. I want the account cleared of it's balance, all late fees, and all interest immediately.
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 bought a two-tier water fountain in April 2022 the item I received was broken and you can see and the attachment that I was to receive a full Refund which to this dateI have not received a matter of fact as of today July 16, 2022 they are now showing that I owe $77.23 and that I am late on a payment which I haven’t paid anything because this was a total refundBusiness 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.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 have several store accounts that are closed. Since the outage, I can no longer access the accounts online to make payments. I have tried daily to call the phone number but am not able to reach anyone. I just want to be able to pay my bills. If you do not provide a means for accessing the closed accounts to make payment, you should write off these balances.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:07/15/2022
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.
Almost an entire MONTH now and just like millions of other cardholders of Comenity Capital Bank/Bread Financial their so-called system update has grievously disrupted and prevented timely payments to cover balances charged. I have 5 of their credit cards. 2 are store cards and 3 are co-brand bankcards and i been a cardholder over 10 years and never experienced not being able to pay my balances and have them report in a timely manner UNTIL LATE JUNE when without foreknowledge or email communication their systems shut out good customers from making payments. At one point after 2 weeks not be able to access where i could log in erroneous interest and late payments within the details of All Rewards Mastercard spanning back to April showed in details. I have NEVER NOT ONCE EVER been late on ANY card payments over 10 years running, The details were eventually erased and accurate information was returned again to the page under Statements and Transactions. I Paid In Full the All Rewards Mastercard via Bill Pay Service from my Bank ahead of DUE DATE which FINALLY posted and afterwards displayed a zero balance again and the card WAS LOCKED! using the website feature.. However, Today on logging in a NEW charge is appeared WITH NO DETAILS. Amount SHOWING IS $9.06 but my payment was a PUSH from my bank well in advance of due date, not using Comenity Capital Bank card's website whatsoever or a call in.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.Initial Complaint
Date:07/15/2022
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.
Purchased lamps, but turned out to be fiber optic peice of junk. Returned items with their return policy and received confirmation on full refund. I than recieved a bill for $4.38 and I called to ask why, and they hung up on me. Now my credit score went from 790- to 645 with 100% payments. They than started charging me $35.oo late fees for I don't know what. The items were free shipping, and that is the only time I used the charge in a years time. Everytime I call I get disconnected. Worse situation I have been in with a company with I guess no employees.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.Initial Complaint
Date:07/15/2022
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.
Around 2 weeks ago rewards I earned with the card this bank issues Sepora Visa Card disappeared from my account. It is impossible to get a hold of customer service and the retailer sephora cannot help because they don't know what is going on. They have been making updates for weeks and will not look into why or when the 10 dollars will be put back to my account. I tried to manually redeem them on the retailer website by entering the code with a coupon for the 10 dollars that was on my recent sephora visa statement although it applied when i submitted the order it didn't go through and when i tried again i received a message it was redeemed and cs at sephora could not confirm an order went through. I have been emailing them for weeks to get the same canned reply about the updates they have been doing and when i call most of the time cannot get anyone, finally got a person to talk to and they told me the same canned reply about the updates with no answer with when I could expect to see my rewards put back on my account.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.Customer Answer
Date: 07/26/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.There has been no tranparency on what is going on with this company. Theire website had no to limited functionality for a month now. It took me weeks to speak to someone for them to tell me they couldn't help me. I want the $10 reward i received to be put back on my account.
Initial Complaint
Date:07/15/2022
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 notice from my credit monitoring that there was a new inquiry for credit on my report from Comenity Bank/Jared. I have not applied for any credit from Comenity Bank or Jared. I immediately contacted each credit bureau to place a freeze, as well as any Identity theft alert on my credit. I have been trying to contact someone with Jared, and with Comenity to no avail. Both of their automated systems advise if it's an urgent matter, to hold and then immediately disconnects the call. I have tried for three days now.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.Initial Complaint
Date:07/15/2022
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 5 accounts with Comenity bank and am having issues making my payments. Their system went down around June 27 and is still not working almost 3 weeks later. At first they were telling customers they could pay by phone and the fees would be waived but they didn't have anyone answering the calls. Then they would say to use EasyPay but that wasn't working either. I got 2 bills paid by sheer dumb luck on July 1 (At least I think they were paid. I still can't check my card accounts but they did clear checking.) The 3rd payment I finally got through on the 8th, but I have two more to pay and am exhausted and frustrated by this whole mess. EasyPay looked like it was working but kicked me out repeatedly and I can't reach anyone by phone. I filed a complaint with the Consumer Financial Protection Bureau but none of this helps me in the short-term. Comenity Bank needs to be fined or shut down. I am thinking of contacting a class action lawyer. There is no reason why we should be having this much trouble paying our bills. I need Comenity to reach out to me to go over all my accounts and to get these 2 current bills paid.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.Initial Complaint
Date:07/15/2022
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 problem is fraudulent charges(totaling approximately 4200.00). I went on line to check my balance on my Caesars Reward Visa account and noticed several charges that were not mine. The charges were late June to mid July. I’ve been trying to call the bank for several days and they are saying the offices are temporarily closed. I tried to alert the bank online with their chat option. They just gave me phone numbers to the fraud dept where no one picked up, or I was on hold for an hour and then was disconnected. One of the fraudulent charges was denied so I got a text that I could respond to…they did, asking me to call a number that told me the office was closed.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.Initial Complaint
Date:07/15/2022
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 two bathing suits on 6/7/2022. Order # ***********. The total balance was $127.32. One bathing suit fit, one did not. So I returned item *************** the color was deep purple on 6/20/2022. Per several customer service reps, it was received on 6/27/2022 and a credit was issued to my account; however, it was not.
Since then I've made a $25.00 payment and my balance is still $102.32. I've been getting the run around from this company and I'd like my refund. They received their merchandise but refuse to reimburse me the $56.71. I appreciate your help.
**** *****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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