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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

    • 5,483 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.

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    Complaint status

    Complaint type

    • 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.

    Comenity Bank is BBB Accredited.

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