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

  3095 Loyalty Cir Bldg A Columbus, OH 43219-3673

  
• 

  WFNNB/Cosmetic Credit

  8035 Quivira Rd Ste 100 Lenexa, KS 66215-2746

• 

  Ashley Stewart Credit Card

  P O Box 650018 Dallas, TX 75265

• 

  Comenity Bank

  PO Box 659705 San Antonio, TX 78265-9705

• 

  Comenity Bank

  12921 South Vista Station Blvd Draper, UT 84020

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.

  Since June 21 I have been trying to get my account squared away. I made a payment to my Sephora credit card by Comenity bank on 6/15. I then went online on the 21st of June to remove my old banking information and add a new one so that when my auto pay goes in it does not return the payment. I was unable to do so. I called customer service and was notified that there are system updates happening and they don’t know when it will be fixed. I asked the rep what will happen if the payment is returned being that neither myself or customer care can remove the old banking info. She told me that I would not be penalized and any fees that occurred would be waived. Well that didn’t happen. I was charged a returned and a late fee. I called customer service again a week later because the system is still down. They gave the late fee back but not return fee and I’ve asked numerous times how is it my fault that I couldn’t get into my account to change the bank info because of they system update. Fast forward to today I go online for the 10th time and it now shows that my account is closed? So on top of not being able to get into my account for almost a month on a cares I’ve never been late on it shows my account is closed???!! This needs to be fixed asap and I’m so disgusted at how they have been treating customers. I want all of my phone called pulled and reviewed.

  

  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 was approved for a BJ's Mastercard issued through Commenity Bank and was told I would receive the card within 10 days. Day of approval, I was permitted to use a temporary one day pass to make purchases in the store. I have been trying to change my address with Commenity for three weeks now but due to problems with their system updates I was continuously told to call back. Now, whenever I call, I am left on hold for up to an hour before being disconnected, and I can not reach anyone. I have yet to receive my card due to this address issue, and am now looking at the possibility of a bill going out to the wrong address for the purchase I made the day I was approved - I can't do anything online because I don't even have a card number to reference right now. This will ultimately impact my credit if my payment is late. This has all been such a negative experience, I truly regret signing up for the 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.

• 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 a BJ's Comenity card.
  A week ago, we tried to make a purchase of airline tickets to Ireland. This triggered a fraud hold.
  The problem is that I can't release the hold.
  The card is now on hold, and all calls to Comenity for the past 3 days have been routed to an automated message saying the office is temporarily closed. These have been at all hours of the day and into the evening as well.
  When I call, I am forced by their automated answering service to identify my account - I cannot ask to speak to someone.
  As soon as I have identified myself, I am routed to their fraud division - an automated call path that asks me if I am calling about a Visa/MC card. Once I confirm I am, I get a message saying the office is closed.
  With the card unusable, and with no option to fix it, I'd started to look into how I can cancel the card. I cannot even do that. There is no way to cancel on the web portal they offer, and calling leads me to the fraud division again.
  I now have an active (but locked) credit card that I have no control over, and no option to cancel it.

  

  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.

  On July 6th I attempted to log into my All Rewards account to make a payment. The online system would not allow me to to log in due to a system update. It said I could use Easypay but that wasn’t working either. I tried again on July 7th and I was still not able to get into my account to pay. I then attempted to call the company at 8:33pm to advise of my problem and found out I could pay on the phone. I chose to pay $48 with my debit. On the phone it said I wouldn’t see a charge until after 24 hours. Immediately I saw I had a pending charge of $48 however the next day I saw another charge of $48. I figured it may have just been an error I later saw on Tuesday July 12th both charges cleared. I sent them a email no auto response. I sent them a text thats when I was told I had to call. I called comenity bank to advise of the situation the rep told me she didn’t see another charge of $48 posted to my account just one and she also advised me I had a late fee on my account of $15 but could waive the charge. She advised me to send in a screenshot of my bank statement of the 2 charges. I sent in my information and I have not gotten a response. I also see on my account I have a late fee and it was most likely reported on my credit report. Also due to the 2nd charge of $48 it caused my account to overdraft. I would like a resolution. If they $48 can just be posted to my account that’s fine and have the $30 late fee removed and taken off of my credit report as I was not aware of a system updated that delayed me from making a payment.

  

  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.

  In June of 22 I made a $267 purchase at VS on my store credit card, which I looked up in the store due to cutting mine up years ago to prevent spending. I made the purchase to prevent my card from closing knowing I can pay it in full.
  
  Because I cut up my card and my password was incorrect, I tried to reset my password numerous times with no code coming through to my email so I could actually reset it. Every time I have tried to call Comenity’s support line to retrieve either my password or account number, I have gotten a message that their support line is having issues. I have tried to call every other day for over a month now.
  
  I have never missed a payment on any credit card in my 6 years of having them and am now a month behind on this payment and fear that it has created a late charge as well as a ding on my credit report. I even tried to go into a store to pay and they said they could not take a payment in the store.
  
  I would like someone from the organization to call me so I can pay my bill and I also request that they reverse the credit ding, if it has been issued.

  

  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:07/14/2022

  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.

  Terrible customer service - I have several comenity cards and have never been late on any of them and my bank had a fraudulent activity and when the payment was made it got returned due to the account being charged - they would not as a one time courtesy waive the fee even though they were assured that it was not due to insufficient funds.

  

  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:07/14/2022

  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 Sephora Visa Signature credit card with Comenity Bank and am very aware of the interest rates and interest charges as outlined in the credit card program brochure. I'm reporting Comenity Bank because their website and phone lines were down for an extended period of time, leaving customers like myself with no way to make payments. This first came to my attention at the end of June, and their systems are only partially up and running now at the time of this complaint (Thursday, July 14). Customers can make a payment online and also send a message through the Secure Messaging Center, but cannot reach a live representative over the phone. Not only has this all been a huge inconvenience, but it appears that Comenity Bank has made no effort to relieve its customers of the interest accrued when we were unable to make payments. When I reached out via the Secure Messagine Center, I was told that the work being done to update their system "affects our online Account Center and the automated phone system, as well as our Care Centers, so functions are temporarily disrupted." This representative, P. R from the Internet Customer Care Team proceeded to then tell me how interest accrues daily, which I already knew. My issue is there was no way for me to address my outstanding balance and the interest in what seems to have been nearly a two-week shutout for Comenity Bank customers. This is an outrage. Further, a notice on their website once read that they were trying to find a fair resolution, but I haven't seen that come to fruition! That notice now reads "we’re committed to doing better." Do better and remove all accrued interest for the period of time customers were shut out from making payments! It's unreasonable and frankly, unethical, for them to profit from a system update that in their own words "took longer than expected." They need to do the right thing!

  

  Business Response

  Date: 07/14/2022

  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:07/14/2022

  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.

  The website for Comenity has been down for several weeks. I've tried to use my card for purchases but it has been decined although I have a significant amount of credit available. I do not know if my card has been compromised or if there is a glitch as I cannot reach customer service. I would Ike to get an update on my account status to address any issues.
  
  Thanks

  

  Business Response

  Date: 07/14/2022

  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: 07/18/2022

  Hello,
  
  The complaint listed in the subject line has been resolved by the business.
  
  Thank you for your time and assistance.
  
  ****** *****

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair 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 banks systems have been down for weeks. I can’t access my credit card statements for my Victoria Secret Card or Ulta card. They reported my payment as late and reported to credit bureaus for my Victoria Secret card on 6/24/22 however I could not pay it and when you access their website all of my payment history has been deleted and a statement is not available. In my credit summary it says nothing is due. My ulta card payment was due the 12th but, it’s the same run around when I call I get told I am an authorized user have them card holder call them. I have always been the card holder. You cannot access statements so I don’t even know what is due and how to pay it. I don’t feel comfortable using “EasyPay” when I don’t even know what’s truthfully due. I want this corrected I never want to deal with this company again. WhT would be fair is for them to right of my debt for the pain and stress they have caused for this 3 week and going “system upgrade” and damages to my credit report

  

  Business Response

  Date: 07/14/2022

  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:07/14/2022

  Type:Service or Repair 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.

  Okay. I have been a member of the Comenity Card/Bank for many years. I've had many of their credit cards. They have always had super slow payment processing and lack of customer service. However, I signed up for a Wayfair Credit Card in January 2021 to order some patio furniture. At some point in the last year the credit card became a "Comenity Mastercard", so no store affiliation. My issues with them that are really unacceptable began recently. I scheduled a payment on 7/7 to be applied 7/8. The payment was for $350, it was not credited until 7/12, did not go through my bank until 7/12(proof attached). I had needed to make a payment to my phone bill on Friday... I could not because the payment wasn't credited. so I incurred a late fee on that. Now the real issue I have is my card will not work anywhere now, I have $277 dollars available credit and it will not work anywhere. I have tried to call them 10 times since Monday 7.11(proof attached). When you call you enter in all your info and get to the point where it says "you've reached the customer contact center, our offices are temporarily closed, please try your call again later" They keep posting on facebook that their customer service centers are open but clearly they are not. So I can't reach anyone about my card not working. That $350 was the only money I had for 2 weeks and now it is tied up on a card that won't work :( There are hundreds of angry people and customers and we deserve answers and help. Thank you!

  

  Business Response

  Date: 07/14/2022

  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.