Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:06/19/2025
Type: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 made an electronic payment through my bank for payment on full on credit card on 6/10/3025 for $560.80. Comenity bank notified me today that I never paid and that I now owe interest and late fees. My bank called while I was on the phone and offered to send proof of payment electronically. Comenity refused stating it had to be sent through the mail, they refused to remove finance charges or the late fee and stated I had to continue to make payments for the next 90 days they "investigate ". They also told me i needed to mail them a check for $560.80. They are trying to make me pay the balance twice and putting a negative **** on my perfect credit
Business Response
Date: 06/20/2025
We are Comenity Bank and Comenity ************. 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: 06/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23494205
I am rejecting this response because: i was verbally told that I was required to make payments on the $680.20 plus late fees and finance charges for the next 90 days or to mail a check for that amount.
Regards,
***** *******Customer Answer
Date: 06/20/2025
Dalai from Comenity bank says I must pay the disputed amount plus late fees and interest by July 10th. My bank and I have both provided proof a payment to them and they still refuse to honor itInitial Complaint
Date:06/19/2025
Type: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.
This credit card is for use at **************. In January of 2025, I opened up a dispute with Academy for an item that I did not receive. On 1/27/25, I went and paid everything I owed on this account minus the amount in dispute. Comenity charged me a late fee because I did not pay on the amount that was being disputed. In addition to charging me a late fee, they also reported this to the credit bureaus resulting in a negative credit hit. I found out about this only when I had to pull my credit for something and saw that they had put a late fee, for April 2025, onto my credit report.
I immediately called to try and resolve this. I spoke with a gentleman named **** who made arrangements for me to receive a credit and I also made a partial payment just to get it cleared up. **** told me that he would have the late pay removed from my credit. I called into Comenity last week to see if this had been done and was not allowed to speak to **** and was told that this could not be removed from my credit even though **** had said that it would be done.
I have never been late with Comentiy and should have never been charged a late fee during an open dispute when I had paid off the blance minus the dispute.
Additionally, this was in January, but a late fee was only accessed in April. Why did they wait so long to do this and why did I not receive any notification that I was even late? I would NEVER let my credit be hurt by not paying such a small amount.
I ask that they follow through with what **** told me and have this removed from my credit as a late pay.
Thank you!
Order in dispute for Academy was order # *********, sku# *********. This amount was refunded back to me.
Business Response
Date: 06/20/2025
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:06/18/2025
Type: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 January 21st, 2025 I called and paid off my Roamans credit card in the amount of $328.08. The following month I received a bill for 4.95 or .99 for interest on a zero balance. I called to say I had paid my account off in January. I got nowhere. I have called three times. i was on hold one time for 31 minutes and had to hang up. It has been so frustrating. I am not paying for interest and late fees for a zero balance. I had a heart attack in January brought on by stress. I don't need this adding to my stress. I will appreciate your help to resolve this mess. People you have to deal with appear to have broken English and don't know what they are doing. Thank you!Business Response
Date: 06/20/2025
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:06/18/2025
Type: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.
So back i and September 2024 I didnt receive my merchandise from Women Within so I called them and told them about it but nothing was done to correct the situation so I disputed the charge with my Credit card American Express and won the case but Women Within still sent this charge of ****** to collections without my knowledge
into today when called them about a hold that was place on a order,on 6-15-2025 the order was put on hold I called them and ask them why, they said because I call my credit card American Express and disputed a claim against them it had been so long so I didn't know what they (Women Within)was talking about they (Women Within) said they won the case now pay the money so I said I will called you back.
I look at the order then it **** on me, that was the order I never received so I call American express to ask them about the case they said it was closed and my favor, so I called Women within back and they said they don't care about what American Express said about the claim going and my favor their still sending it to collections plus there not sending my new order I place with them
0n 6/15 2024 untill I pay them the money I said What !!!!!! you I know I see that as a threat. So here we are today, they sent a false claim to collections for money I do not owe them, this is sad that Women Within would behave and such a manner. Apparently, they just don't value my service.......if not resolved you leave me no choice but take it to FTC
Business Response
Date: 06/20/2025
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:06/18/2025
Type: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 had me on a credit line for a wedding ring that was 0% interest for one year for about 5000$. Early on in the credit I had setup autopay via their website of exactly the amount of money that would have the account paid off by the last period. Comenity had rejected a payment for some reason the month before the line was done even though the funds were available, Comenity never notified me about the missed funding, and ended up charging me over 1000$ for the entire account at a very high rate of usury and never notified me. I believe the slip was intentional, and I'd like BBB to see if they have a pattern of doing this type of thing in order to get the exhorbitant rate charged.Business Response
Date: 06/18/2025
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: 06/18/2025
The business has offered no explanation, and simply wants to handle the matter via mail and not let bbb handle the dispute.
Regards,
****** ******Initial Complaint
Date:06/18/2025
Type: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 am writing to inform you of a fraudulent account that has been opened in my name with Comenity Bank. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent ******************************** Name: Comenity Bank Opened Date: 9/4/2021 Account Number: **************** High **********************: $217.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.Business Response
Date: 06/18/2025
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:06/17/2025
Type: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 this bill completely off on 3-24-2025 and then charged me again for $96.03 and I know that I didn't owe it and now they are charging me $2.00. This account has been closed and I no longer even have the credit card it was a Big Lots Credit Card. I don't mind paying for something that I have used but I am not going to keep paying them I would like my $96.03 to be refunded and no future contact with this company. Their address is located on their bill.Business Response
Date: 06/18/2025
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:06/17/2025
Type: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.
In April I discovered that the payments I had been making to Comenity for my Cesars reward **** card ending in 8716 had not been applied. I called them 3/4/35 and they said they could not find these payments that I would have to send them copies. With more investigation on my part I figured out that the reason these payments were not applied is because they had the old account number on them. At some point my account number had been changed when I was sent a new card and I did not update it on my ********* account. The old acct # ended with 2618 so all the payments, 10 in total ($786.00) were cashed by Comenity but not credited to my current account or refunded. I have called twice and sent 2 letters including copies of all the cashed checks, front and back but have not heard from them or been refunded. check # date amount ********** 7/5/24 $50 ********** 8/5/24 $50 ********** 9/5/24 $80 ********** 10/7/24 $80 ********** 11/5/24 $80 ********** 1/6/25 $80 ********** 2/5/25 $80 ********** 3/3/25 $86 ********** 3/5/25 $100 4/14/25 $100 I would like a refund of these payments that were not applied to my current account.Business Response
Date: 06/18/2025
We are Comenity Bank and Comenity ************. 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: 06/18/2025
[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,
********* *****Initial Complaint
Date:06/17/2025
Type: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.
There are two fraudulent charge card accounts reported by Comenity entities. One is from COMENITYBANK/********, opened on October 26, 2020 (account number *****************. The other is from COMENITYCAPITAL/******, opened on June 15, 2021 (account number *****************. Both ********************** were closed but never authorized by me. These are the result of identity theft and must be fully removed and not allowed to reappear.Business Response
Date: 06/18/2025
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:06/16/2025
Type: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.
Paid off bill in January (I called and paid the exact amount they said I owed)they charged me a late fee even after I paid off the acount and asked it to be closed and allowed it to accumulate interest that was more than the original charge.
They purposely did not tell me about the additional fee so that I would be stuck in continuing to pay instead of closing the account. I called and spoke with 3 different people and was refused service or help. There is no way to file a dispute or discuss a solution. I was told even if I contact corporate I most likely will not receive an answer back resulting in having to pay an amount I never was supposed to be charged.
Business Response
Date: 06/17/2025
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.
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