Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,325 total complaints in the last 3 years.
- 1,312 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:03/08/2025
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.
Good day! I am humbly reaching out regarding my ******** Secret account, ending in 4165, that was charged off and place in collections. I am experiencing increased health expenses. I am on fixed income as a disabled retiree. My VS card was placed with **************************. At this time, they have a reduced settlement offer in the amount of $413.22 in order to fulfill the financial obligation. This is not doable with my situation. I am kindly reaching out if I can settle directly with Comenity Bank/*************** in order to fulfill this financial obligation without hardship. Am I able to settle this account for $130. The current balance owed is $516.52. I appreciate the assistance with this matter.
Business Response
Date: 03/10/2025
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.Initial Complaint
Date:03/07/2025
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.
Since the month of September I have had an issue with Comenity back and the lack of accountability, lack of accuracy and constant back and forth hurting my credit. For the account Bigslots they report it lay on the 3rd of every month when it's due on the 17th they reports the ******** Secret account as late on the 10th of the month when it's due 20th. They claim what they provide is accurate and no laws broken declined to fix the problem as they saw no problem. This has gone on and now I am being declined for a home loan due to the continuation of false information they continue to provide to the credit agencies. This has caused me to have migraines and panic attacks knowing that I can't move due to the company's incompetence and failure to follow the law and do they're job. I will provide bill due date photos and when they submitted to agencies responses from the company denying to delete the information. Also I will include the denial email from the loan officer due to the recent late payment submitted by Comenity bank due to continuance of error, compliance and inaccuracy.Business Response
Date: 03/10/2025
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: 03/10/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23035058
I am rejecting this response because:
My personal information has been displayed with the credit agencies without any issues. I demanded to no longer share my credit history as the information is fictious and was told no without hesitation and that Information will continue to be shared. I give permission for the complaint to continue here so it is monitored.
Regards,
******* *******Initial Complaint
Date:03/07/2025
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.
Dear Better Business Bureau,I am writing to formally file a complaint against Comenity Bank/Zales Credit regarding an unfair fee charged to my account.I paid off my Zales credit card in full on the due date at approximately 6:00 PM. Despite making the payment on time, I noticed that a $25 fee was applied to my account. When I contacted customer service for clarification, I spoke with a supervisor named **** (ID: *****, who was extremely rude and unwilling to assist. He stated that the fee could not be waived, even though my payment was made on time.I believe this fee is unjustified, and I am requesting that it be removed. I would also like clarification on whether it is legally permissible for Comenity Bank to impose such a fee when a payment is made on the due date but not late.I appreciate your attention to this matter and look forward to a resolution.Account Information:Name: ******* ******* Zales Credit Card Ending in: 6010 Thank you for your assistance.Sincerely,******* *******Business Response
Date: 03/10/2025
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.Initial Complaint
Date:03/07/2025
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.
Opened an Ulta credit card with comenity. Never received the card so I called. NO WAY TO REACH A HUMAN WITHOUT THE CARD NUMBER EXCEPT TO SAY IT WAS LOST. TWENTY MINUTES TO GET TO A PERSON. SO -I said the card was lost and went back and forth with the person I finally reached about closing my card. We agreed Id wait for the new card to be shipped out to me. Received one card in the mail but was unsure if that was the new or old one so again still didnt use it and decided to wait until my appointment at Ulta to sort it out. Had one of the employees help me call and AND AND I got someone who told me my card was closed on the 27th of February - TEN DAYS AFTER I CALLED!!!! WHAT!?!?!!?!?!?!In addition - someone named ******* called me from comenity bank on the 19th and left a message - with no way to reach her back. That number leads me back to a number for law firms - insane. So randomly a new card without a missing payment at all was closed 10 days after I called WITH ZERO NOTICE?!! This is beyond absurd and a real cluster. What goes on there?!Customer Answer
Date: 03/25/2025
What exactly is GOING ON HERE?!!?!????
My complaint WAS NOT NOT NOT ANONYMOUS!!!
there was a response from the company. I accidentally pressed accept, backed out and reloaded the page and now it says my complaint is invalid??!!!!!!!!!!!!!!!!!!
SHAME ON YOU!
Customer Answer
Date: 03/25/2025
On Tuesday, January 28th, I opened an ulta credit card. On February 19, 2025, I attempted to reach out to Comenity Bank to find out how long it would take to get my credit card so I could pay the bill early. The automated system that I dialed into was so horrific that the only way to speak to a human being after *********************************************************************************** stolen. I reached a representative and was so annoyed and in tears that I told her to close my account. She spent the next 10 minutes talking me out of closing the account, so I agreed to keep it open and see what happened going forward and if I needed to reach anybody again through the automated system. I wrote into the BBB website as this was the most heinous automated system I had ever experienced. Instead of responding to me, my account was instead of closed on 26 February by someone named *******. This is mind-boggling to me and despicable. Why have someone spend 10 minutes talking me into keeping the account only to close it by someone I DID NOT - let me reiterate that DID NOT SPEAK TO! Given our world situation currently it seems that so much as complaining about an automated system will just have comenity Bank react in anger and take your card awayAFTER THEY CONVINCE YOU TO KEEP IT! I dont know how to say this strongly enough Im not just going to need an explanation, but I will make it known far and wide across every media format I can find. All my love, ******Business Response
Date: 03/25/2025
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: 04/04/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23034419
I am rejecting this response because:I will wait to see if I receive such letter, to date I have not. This is a TERRIBLE way for Comenity to address anything as its uncertain whether I will receive it and theres ZERO channel for communication in postal letters. And as such I guess they prefer that theres no communication. No phone number no recourse. I want it to be on file for all to see that privacy concerns can be used to avoid communicating with the people whose credit is being held. I see there was no privacy concern when I spoke to the woman who talked me into keeping the card - since someone else listened to the conversation and took it upon themselves to cancel the card a week later. Nice going
Regards,
****** *****Initial Complaint
Date:03/07/2025
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 tried contacting the company numerous times regarding a current credit card that has yet to be delivered. I have contacted them approximately 5 times since January 2025. Every time they tell me they are expediting a new card to my residence however I have never received one. At this point I'm afraid that they are doing this to other people who have random credit cards just floating around because they are printing them and not sending them where they need to go.Business Response
Date: 03/10/2025
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.Initial Complaint
Date:03/07/2025
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.
We have a past due bill. Just putting it out there out front. There are 2 people associated with this account - me and my wife. Within the last 2 weeks, my wife's ex-husband has received 2 phone calls from this company requesting that he get in touch with us to call them.
The first phone call he answered and they threatened his credit if we did not contact them back. He has absolutely NO association with this account. They have been divorced for over 5 years.
When I contacted Comenity about this, the woman I spoke with was extremely rude, didn't let me speak, and told me (not nicely) that they had every right to look up people we are associated with and contact them.
Oddly enough, his phone number is a cell number that is not published in any form as it is his work phone. The agent got louder and louder with me as I was attempting to remove his name from the account. I have never heard of this happening before.
I plan to call back today to speak with management.
Business Response
Date: 03/07/2025
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.Initial Complaint
Date:03/06/2025
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.
***** ******* ************************************ Comenitybank / *** Jewelers ************************************************** Account #*********** This account was reported as a collection/charge off and is affecting my score negatively. Due to covid is when my account went to default due to income and the ************ Shut down systems are which was explained to the creditors reporting of this account is incorrect as I still see a balance after it was charge-off. I urge yours agency to reinvestigate and provide all the missing information. Also, please explain why there is a past due balance reporting while report show as a charge-offs?, Im pretty sure you know that it is a violation. I demand the immediate deletion of this account to ensure that your agency is report full, I urge your agency to reInvestigate this account and ensure that **** complete is given. I dont believe the status of this account is inaccurate. Delete it due to multiple violations.Business Response
Date: 03/06/2025
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.Initial Complaint
Date:03/06/2025
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.
************ has been contacting my family members whom I never a phone number to them, only my own. I feel that is a complete violation I never gave them permission to contact anyone but myself. It really upsets me as to what they had to do to obtain these phone numbers. Until they get my Woman Within account straight I am not speaking to anyone that I cannot understand or make them understand me.Business Response
Date: 03/06/2025
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: 03/06/2025
[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,
***** ******Customer Answer
Date: 03/06/2025
************ contacted my married daughter at work on her cell phone. It came up Private Number on 3/6/2025 at approximately 1:35 PM. When they ask for me she responded that this was not my phone number,he tried to question her more and she she had no idea what he was talking about and then the guy got rude and my daughter hung up on him. This truly upset her that they were able to obtain her phone number. I am sorry that I didn't share this information.Customer Answer
Date: 03/07/2025
***** <****************************>
Thu, Mar 6, 9:01 PM (11 hours ago)
to disputeresolution
I am sorry but I failed enclose information that should have. On 3/6/25 at approximately 1:35 *************** called married daughter with different last name now on her personal cell phone while she was at work asking for me. My daughter told them this was not my number. He tried to continue to ask questions my daughter cut him off and then tried to get rude. This was very unprofessional and really shook my daughter about them having or getting her phone number. This has got to stop on their part and leave my family alone. ***** CarterInitial Complaint
Date:03/06/2025
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 my January statement, I was charge a late fee of $30 for being 2 days late although my bank (******) send the payment 6 days in advance of the due date. Most of my payments are electronic so I called to see why this wasn't processed in time.
Turns out that since it was a check, it didn't get processed until 1/30 and the due date was 1/28. The agent agreed to waive the fee but when I got my February statement, they only waived $15 of the $30 late fee. Rather than go through another call with them, I processed a $15 payment using the exact same process as before (through ******).
On 2/25, since my payment was not processed yet by Community, I messaged them with a screenshot of the 2/10 payment of $15 asking why it hadn't been processed. I guessed that maybe there was a problem processing it since the account had been closed at my request. I received a response that they were investigating and that "until we find the best resolution for your concern, we won't collect the amount in question or report you as delinquent to the credit reporting agencies."
Today, I received notice that I was being hit with $45 more in late fees. I called offering to pay the previous $15 since they apparently lost or mishandled my check (which has NEVER happened to me before). However, they said they were "unable" to waive the new late fees. I asked for a manager but got the same answer from the new person on the line.
I don't know how to resolve this. I refuse to pay the new late fees since my check was mailed in plenty of time for them to process it. I can only assume it's a problem on their end.
I have copies of the messages going back and forth. The last message won't send so I just grabbed a screenshot. I assume I can't send messages to them now since the account has been closed. I can't find a way to copy the messages from email. Can forward to you if needed. Just need your email address. Screenshots from ncsecu attached plus failed message attempt.
Thanks! *****
Business Response
Date: 03/06/2025
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.Initial Complaint
Date:03/06/2025
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.
[[BBB transcription via transfer, see attachment for complete complaint details]]
I will try to give you the Reader's Digest version of this dispute. My husband and I both have different
accounts at ***************. I bought an item in 2024; my husband's account was $0.00. I paid a monthly
payment through our ********'s BILL PAY on our computer of $150.00. Instead of placing the payment
to my account, it was placed in my husband's account showing a ********************** of $150.00 and that is where the
problem started. After a call to Comenity they reimbursed my husband the $150.00 by check.The next month ******* was charged $300.00 minus the $150.00 for the refund and billing him $150.00 for a
MISPOSTED PAYMENT (bill enclosed). Every month we keep getting a bill plus interest for non-payment!
My husband and I have made multiple calls to **************, and spoke to several individuals in the
Customer ******************* During a call on January 31, 2025, we were transferred to *****, an
Account Specialist. My husband spoke with ***** for over an hour while she investigated this situation.
After looking into this ***** came back stating that ********* account was IMPROPERLY CHARGED and
that she would make the adjustment to show zero balance within 24 hours... NOT as the bills keep
coming.
My husband spoke to one of his fellow Knights of Columbus members which is a lawyer which gave him
some advice to just ignore Comenity and the bills.Well, I just cannot live with the situation and completely had it with Comenity and called ************** and through an automated system paid
********* **** in full of $224.66. I have had it with Comenity and just want them gone, but I will let everyone know how we have been delt with.Business Response
Date: 03/06/2025
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: 03/25/2025
March 12, 2025
RECEIVED MAR 2 0 2025
Ms. ********* ********** Dispute Resolution Team
Better Business Bureau
*********************;
********, **** 43215
RE: Complaint ID: ******** against Comenity Bank
Dear Ms. ************************** you for getting back with me as this letter is about your response on March 6, 2025. Enclosed are all the communications Comenity Bank has sent me, minus the monthly bills. I also enclosed a letter I wrote to Comenity Bank. It bewilders me how an Account Specialist, *****, can tell my husband that she found Comenity's mistake and cleared up his account to a balance of $0.00 and yet we keep getting bills.
Today after paying the bill in full, we get another bill for $4.49 in interest, that was paid immediately via automation.
I hope something can be done so the next person that deals with Comenity does not have to go through what we did. Thank you.
Sincerely,
***** *. Calabrese
***** Calabrese
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