Complaints

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

close

Find a Location

Comenity Bank has 121 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 659705 San Antonio, TX 78265-9705

• 

  Comenity Bank

  12921 South Vista Station Blvd Draper, UT 84020

• 

  Breadpayments.com

  PO Box 783186 Philadelphia, PA 19178-3186

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:07/15/2022

  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 doubly charged my bank account and took two amounts of 238.25 instead of one. That caused my account to overdraft and I was charged an insufficient funds charge of $35 which was out of my control. Comenity bank has not been accepting calls for almost a month now if not more and has been blaming it on a system update error even when their online chats supposedly work. I have been locked out of my account with the error that my transaction cannot be completed due to an error and this is only after I tried submitting a charge dispute claim a week ago. I want my 273.25 back and I want access restored to my account. This is unacceptable and if I didn’t need to limits on the cards I have with them for my credit utilization I would cancel them in a heartbeat (not that I can even contact the company to cancel the card anyway).

  

  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: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 initially contacted Comenity Bank on 7/6/22 after being unable to use my Venus Credit Card for no apparent reason. Not only was I prevented from shopping, I was further prevented from making online payments. When I finally reached customer service, I was told that due to "system updates", all Comenity/Venus customers (and ONLY Venus customers) were sent new credit cards with new card numbers. They provided no prior warning or notice. After ten days passed with no credit card, I again Comenity to inquire as to the whereabouts of the new card. The very rude representative put me on hold, came back on the line and thereafter started reading a "script" informing me they were "unable to process my request and that a letter of decision would be sent within ten days". I NEVER REQUESTED CREDIT! I was not requesting an increase in my existing credit line and I was not requesting a new line of credit. I was merely asking where my replacement card was; there was no “decision” to be made. He then stopped referring to me by name and began calling me "Customer". After terminating the call, I called back and received a recording that no one was available to speak with me and to call back "later".
  
  I have been a Venus customer for 20 years, I have three other accounts held by Comenity Bank and cannot believe this level of incompetency. I cannot use my current Venus card because again, without prior knowledge or warning, Comenity Bank shut it down. I cannot make online payments to the account because Comenity has invalidated the card number. It has now become apparent that they never sent a new card as promised and instead of seeing to it that a replacement card was sent, their customer service representative clearly submitted a credit line increase request THAT I NEVER REQUESTED.

  

  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: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 backs blue niles credit card, I purchased an engagement for my now wife last year, their systems have been completely crashed for weeks now. Making it impossible to make a payment or to pay it off. I have called every single day and called every single number I can possibly find, there’s no way to contact a person and after waiting for an hour they hang up and say call back later. It is killing my credit and it has eliminated my ability to pay it off which I was set to do as my 0 percent promo was expiring.. now the automated machine tells me I have an additional 7 thousand dollars of increase. Still with no ability to pay last months payment or to speak to somebody to correct their system failure resulting in 7 thousand of interest that would have never been a bill of mine had they been functioning properly at any point in the last 3 weeks. Their lone option is to pay with a credit card login, as I have not had or used my physical card in a year I’ve only logged in monthly thru blue Nile to pay, blue Nile took down that option when comenity crashed, and when you try to log in to comenity directly they say it’s a glitch. I have an 800 credit score or at least had, this is destroying that and adding a huge unfair bill that I still have no resolution for from them as I cannot speak to a person. Please assist me, I’d like the illegal interest to be adjusted to the balance before their systems crashed so that I have the ability to pay it as I should have been able
  To, and only to get the credit reports adjusted to not show late payments as it has been 100 percent fault on the companies part.

  

  Business Response

  Date: 07/15/2022

  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: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 paid my balance for the BJ's card I had and want the account closed. I have checked my credit report to ensure this, but the account is still open. I am trying to contact Commenity to confirm this and also to close the account, but have not been able to get in contact with any representatives via the numbers on their site, which is misleading as some numbers are no longer in service. I no longer have the card associated with my account and need to closed the account outright as the remaining balance has been paid and the card is no longer in use.

  

  Business Response

  Date: 07/15/2022

  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: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 made a payment on 6/27/2022 and the bank received the payment, they just didn't credit my account and claim I am past due. This is not the case and no one at the bank will answer the phone to dicuss this, I am on hold with comenity and my bank is on the phone with me trying to contact these people. they are completely unresponsive. I would like to talk with the billing department, but they will not answer, presently I can't even login to my account as the webpage is unresponsive. I have been on hold for hours without any anwser

  

  Business Response

  Date: 07/15/2022

  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: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 several cards serviced by Commenity Bank which I pay on time each and every month. They have been website/service issues for a considerable amount of time, causing serious issues with bill paying and only to be charged late payments by them the day before my due date. I have contacted them foe each credit card I hold with their bank and only received a response from 1 of them stating I would not be charged a late fee, then clearly seeing it on my account. I can't get a response via phone either. I am beyond frustrated that they are ruining my credit score.

  

  Business Response

  Date: 07/15/2022

  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: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's website has been down for over 30 days and you cannot get ahold of anyone on the phone to discuss your credit card or make a payment. I am concerned about accuracy of credit reporting and my charges

  

  Business Response

  Date: 07/15/2022

  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: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.

  Two weeks ago, I paid off my Overstock credit card using a bank transfer. Today, I received a paper bill in the mail that acknowledges my payment, but lists "other debits" at the same amount I paid off. It says I still have a payment due in some parts of the bill, but not others.
  
  I have tried calling customer service and either get no connection or connected to aggressive "you've won a free gift" chain of messages that never actually gets me to someone to help me with my Overstock account.
  
  I would like to cancel my Overstock credit card ASAP and confirm that I have no balance remaining. Thank you!

  

  Business Response

  Date: 07/15/2022

  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: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 been trying to pay my account for months. They never sent me plastic card and said it would be paperless and I didnt need one. Now i have no way to sign into or find my account. It has gotten worse. No one answers the comenity phones, just says no one is available and to try call later. Cannot login to my account, my statements, or register again bc i have no card and no account number. Now i think I am being scammed. Locked out of account because it times out. DO NOT reccome d comenity to anyone. How do I grt help? Its affecting my credit and I cant talk to anyone or grt in online at all!

  

  Business Response

  Date: 07/15/2022

  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: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 had two accounts with Comenity Bank. Both accounts have been paid in full within the last few months. I called prior to making these payoffs to verify my statement balance and balance due would satisfy both accounts. I was told as long as I did not make purchases after paying off the balances I verified, I would be at a 0 balance. I was specifically told if "any interest hit my accounts AFTER my payoffs were sent, that interest would be waived". This was not done. I had no idea. I found out when a car dealership pulled my credit and to my surprise Comenity has been AND STILL IS reporting me late to the credit agencies. My credit score and history is ruined. I immediately called, spoke to a supposed supervisor and was told this issue would be resolved right away. Months later I am still being reported as late with balances. This is unacceptable and life altering. I cannot seem to get this bank to do what they said from the beginning.

  

  Business Response

  Date: 07/15/2022

  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: 08/24/2022

  8.24.22 Consumer contacted BBB stating she has not heard from business regarding her BBB complaint.

  

  Business Response

  Date: 08/26/2022

  We take all consumer
  complaints very seriously. Occasionally, we may require additional time to
  conduct a thorough and extensive investigation to ensure we appropriately
  resolve all concerns. We apologize for any inconvenience and we'll provide our
  response by mail immediately upon the conclusion of our investigation.

  Customer Answer

  Date: 09/07/2022

  Good Afternoon *****************

  I just left you a voice-mail regarding the above referenced complaint with Comenity Bank that you and I spoke about a week or so ago.
  
  I'm thrilled with the resolution I received today from them! I think I will copy both letters and send those to all three credit agencies to ensure my credit is updated like they stated they would do. 
  
  I cannot thank you and the BBB enough for your time and help with this matter. It's been months of frustration but it's finally resolved!
  
  Respectfully,
  ****** ******