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Business Profile

Credit Cards and Plans

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

    • 5,485 total complaints in the last 3 years.
    • 1,315 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:07/11/2022

      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 make my credit card payment for this business for the past week as it is due 7/12. I tried submitting the payment via the express app on my phone three times during the week of 7/4. I noticed the payment did not post so I tried calling the number on the back of the credit card on 7/4 and 7/6 multiple time but could not reach anyone. I attempted a payment online again on 7/11 but again it did not post. I called the number on the back of the credit card again and attempted to make a payment via the automated system but the system said it did not go through and put be on hold to make a payment with an associate for an additional $9. I was supposed to be on hold for 5 minutes according to the system but was on hold for 15-20 minutes and never got connected with an agent. I do not want to be charged a late fee on the credit card or pay an additonal $9 to make a payment just because the system is down and the company has no sloution. I am concerned about even keeping the card open with the company because I can't get a hold of anyone and have read other posting that they have been hacked and cannot even get access to their accounts to check for fraudlent charges.

      Business Response

      Date: 07/12/2022

      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: 07/17/2022

      I am rejecting this response because: I have received no follow up from the company and their response said they are going to mail a letter but I have just moved and have tried to change my address multiple times but because their system is down the address change still has not been processes. I was also just notified they ran an inquiry on my credit without my consent. 

    • Initial Complaint

      Date:07/11/2022

      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.
      The unresolved “upgrade” continues to be an issue. Comenity bank is continuing to leave customers in the dark about their finances with no anticipated date of resolution or even real updates on when we can access accounts again. Easy pay is not available like they say. I work very hard to protect my credit and Comenity has raised my blood pressure through the roof for weeks. They need to be providing real time updates daily. Also their faq only say they are protecting payments for a certain timeframe that has already expired. PLEASE HELP!

      Business Response

      Date: 07/12/2022

      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:07/11/2022

      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 my bills for 4 different credit cards affiliated with Comenity bank since June 28th... it is now July 11th and I still can't get through to Comenity Bank to know my payments will be submitted and my credit report will not be affected for late fees. I haven't missed a single payment in over 8 years so I'm extremely upset at this point!

      Sephora, Victoria Secret, Express and Children's Place are all Comenity Bank and all 4 I can not pay through the app, website and 2 I cant pay by phone. Sephora for instance only rings twice and goes silent after that.

      Business Response

      Date: 07/12/2022

      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:07/11/2022

      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 had received a phone call on 7/2/22 stating that my account was 60 days past due which is in fact not true. The gentlemen told me to call back and hung up on me. I then called and spoke to another gentleman who checked my account confirming I made payments June 15th 2022 and I made a payment on July 2nd 2022 while on the phone with him. I got a email stating my credit has changed from credit karma so I logged in and checked. Comenity bank sent a over 30 day payment flag to the credit bureaus which dropped my credit 100 points. I have not been 30 days late nor did I miss a payment since 2020. I called to address this issue July 10th 2022 with no progress in removing this from my credit scores. This is wrong and will drastically change my life as we are building a house soon for our growing family. I can provide my bank statements if needed. Please help me!

      Business Response

      Date: 07/12/2022

      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:07/11/2022

      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.
      Comenity Bank had a system outage at the end of June 2022. This was a huge inconvenience. I made a payment online thru my banks "bill pay" in the amount of $100.00 on June 28,2022 - it has not been credited to my account. I then made another payment in the amount of $200.00 on July 5, 2022 which also has not been credited to my account. This is the same way I always pay my credit card bill and it has never been a problem but now all of a sudden it is. It is impossible to get anyone from the USA on the phone; all overseas customer service. I have called and have no resolution. Where did my $300 go?? I am concerned this is going
      to affect my credit score. I have even emailed several times and I received only one response, The customer service is less than satisfactory. This morning I tried calling again & the calls connect but no automated response. What is going on with this credit card company? I want someone to call me and let me know where my payments went. I have confirmation numbers thru my bank. I want my payments credited to my account and I don't want to wait 14 days for a resolution. Totally unacceptable that a customer shoud have to go thru this because you have "system" issues.

      Business Response

      Date: 07/12/2022

      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:07/11/2022

      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.
      A credit card was opened with Comenity in my name that I did not open or authorize. I have not received any paper bills from this company so I have no paperwork to even show this card was opened. On my credit report, it shows that I have an open $600 credit card with no payments made on it and a $300 balance due. I have never even heard of the store that they say I have a card open in. When I tried to call the company to tell them that this card is fraud, their system was down and when I called back two weeks later to try to talk to an associate to help with this, their automated line said there is no one available, call back later, and hung up on me. I do not have an email address where I can contact them in writing and I have no more time to dedicate to call this company that does not have staff to answer or help this issue. I am reporting this so that I can have an actual person contact me to resolve this fraudulently opened card, have the account closed, and the appropriate correction made on my credit reports. I appreciate your help.

      Business Response

      Date: 07/12/2022

      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:07/11/2022

      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 had a payment scheduled weeks ago.
      I noticed that it didn’t come out of my account the day it was scheduled for.
      I couldn’t log in to my account or call to see what was going on. I tried for weeks to email and call. The system finally got back up and I had then acquired a $35 late fee, my credit limit went from 700-550. My credit card utilization went up and my credit score went down 20 points . I am currently sitting on the phone still trying to get in touch with a representative . To be able to request a representative you have to fight with the automatic system. I have been waiting for 20 minutes and still no answer . I have never had a missed payment on this account . This mental distress and time I’ve wasted to try to contact comenity now fight for my credit score . I had no access to my account balance, my money , communications at all with this creditor for 3 weeks . This is not fair mentally and financially.

      Business Response

      Date: 07/12/2022

      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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