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Business Profile

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Comenity Bank
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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

    • 5,455 total complaints in the last 3 years.
    • 1,316 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a 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:07/12/2022

      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 a Comenity Bank cardholder for Roamans and Woman Within for many years. During the pandemic I noticed my account being charged and my credit balance fluctuating wildly. Now I have been unable to sign into either account for weeks to pay with Easy Pay or to sign in. This can effect my credit which I have been building steadily. Thank you so much. This is really stressing me out. Also, I have returns and can't send then back! I can't even check my account transactions or balance to see if I have been compromised !

      Business Response

      Date: 07/13/2022

      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:07/12/2022

      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.
      Comenity bank is reporting an account that doesn’t belong to. I mailed a letter and received no response I’m simply asking for a removal of the acct. it looks like the account#****** I’ve attached my affidavit and I’m simply asking for a removal of account from report.

      Business Response

      Date: 07/13/2022

      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:07/12/2022

      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 do not know the exact transaction but I received a letter stating I owe on a 30 dollar shirt for the only credit card I have ever owned. I bout a 30 dollar shirt and came back and payed them their money directly to an associate . Back in 2019. Now they are saying it never got paid and they want 251.75 cents. That's crazy. I would like to know where my 30 dollars that I payed went t

      Business Response

      Date: 07/13/2022

      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:07/12/2022

      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 a credit card through Commenity Bank with the store Express. I attempted to make my on-line payment on July 1, 2022 and saw that their system was down. I immediately called their customer service line and attempted to make a payment through a customer service representative. Even though my payment information is on file with Commenity, the customer service representative advised that she couldn't make a payment on her end and to try the ez pay option. I tried that option and because their website is not working correctly, I am unable to do that also. I tried to call their customer service line again this morning and now I can't even speak with anyone directly. Because my last month's payment was unable to be processed, I have been charged a late fee to my account will thus reflect as a late payment on my credit report.

      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: 07/13/2022

      I am rejecting this response because: Comenity called me today advising me that I was 30 days late for my payment and requesting payment over the phone.  I advised that I had been trying to make a payment for two weeks now.  They advise that they will not waive late fee.  This is totally unacceptable and against the law.  A class action suit should be started against them.

    • Initial Complaint

      Date:07/12/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 credit card for 4 days. When I call to pay, I am on the hold for almost an hour, 55 minutes today. No one answers, I can not leave a message, nothing happens. Now my payment is late and I do not like to pay my bills late. This is frustrating and I have not been able to speak to a soul at Comenity to get a resolution.

      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: 07/13/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I accept the business's response to resolve this complaint.


      Regards,



      Meaghan Bannigan

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