Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,306 total complaints in the last 3 years.
- 1,309 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:03/06/2025
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
***** CalabreseInitial 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.
I applied for an American express bread rewards credit card offered by comenity bank. I applied because i was offered a $200 reward after i was approved and spent $1000 within 3 months.
i was approved in oct of 2024 and i spent around $1235 by dec of 2024. I paid off my credit card and have been waiting ever since for my $200 reward. I've contacted customer care several times and each time they give me a different payout date which has since come and gone. It is march 6th 2025 and i have still not gotten my $200 in rewards.
The day i received my card in the mail i called their customer service to make sure I was participating in the $200 reward promotion. The agent i spoke to confirmed i was and i would be paid the $200 the following billing cycle.
This was in December of 2024. I'm sick of being lied to and just want what i was offered at signup. I fulfilled my end of the deal its time for commenity bank to fill theirs. I've spent so much time pursuing this and i just want it resolved.
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.
I paid off my AAA *********** credit card account on 01/08/25 the statement amount was $11,717.72.The statement also listed my current cash back award in the amount of $46.95. I paid online the amount of $11,714.40, redeeming the cash back award of $46.95 which came to a total of $11,761.35 which paid off my account in full. The payment was due on 1/11/25.
On 01/08/25 I called and talked with two Comenity off-shore employees regarding the payoff. I checked my account balance on 01/10/25 to verify that the payments were made. The online account summary showed that my current balance was $0.00. Page 2 of Comenity Banks statement of "Paying Interest, we will not charge you interest on purchases if you pay your entire balance by the due date each month." This is exactly what I did, pay my account in full as shown on the copies of account statements attached to this complaint.When I received the next months statement there was a charge for interest in the amount of $154.28 due on 02/11/25 Also, the current cash back redeemable reward was $0.00 so those funds had been deleted from my account.
Again, I called customer service to object to this interest charge. Off-shore employees appear to be trained to deny whatever I said. I asked to speak to a manager, the person I talked with was not a manager. I refused to pay the $154.28, when I did not pay this amount I was charged a $30.00 late fee and have received harassing demand payment calls. The copy of statements verify that I have paid Comenity Bank in full and do not owe them a dime. My monthly payments were paid on time and never late.
These people or predators and I believe this harassment is because I am a senior citizen. In calling customer service the recordings says the call will be recorded for accuracy, they need to check their recording of my calls.I have also written a letter to CEO ***** ******** and the customer service office at P.O. ***************************************** to no response.
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:03/05/2025
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 received a le**er for addi*ional informa*ion *o open a Lands End credit card via Comenity bank.I never filled ou* a LE CC applica*ion. I don * know how *o s*op *he process before a cc is issued in someone elses name. This is fraud. The le**er is addressed *o ****** ****** who was my husband, however, he passed away several years ago. Please advise Thank you,**** Be*h ******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:03/05/2025
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.
RE: ******** Secrets
For as far back as December 2023 ******** Secrets and Account Assure at ************ have been charging me for an insurance that was not approved by myself. In September 2024, I was told that I had a bill duefor $28.40. I went to *************** and paid the $28.40. Then, I bougfht something for 26.26.95 and later returned that item. Then, I was told I owed $2.65. I inquired as to why. I was told the charge was for insurance. I then stated I never ordered insurane. After requesting multiple times to remove this charge and cancel this insurance and cease charging me for past due balances for this insurance, I have been unsuccvessful at this request. Therefore, I ferel I have no choice but to report this problem to the Better Business Bureau and Contact 6, as well-needed help for my problem.
Thank you for your help in this matte.
******** ****
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:03/05/2025
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 12/3/24, I used my Comenity Bank/AAA credit card ending in 6921 to buy a camera product from a merchant Best Buy *******. The purchase amount on this credit card was for $3,665.19. I disputed this transaction as i paid by other means. I was instructed by the merchant that this payment would be voided and that a credit would be issued. As i never received this credit i then initiated a credit card dispute with comenity. I provided Comenity with this refund confirmation email, along with a copy of the updated receipt showing later payment for the full amount of $3665.19 with my other banks debit card. I also provided comenity with a copy of my banking statement showing that I paid for this purchase by other means. I was eventually given a temporary credit by Comenity for the full amount, only for it to re-billed to me months later on 2/24/25. Due to lack of communication i assumed this was a fraudulent transaction. I even had a replacement credit card mailed out to me (Comenity card ending in 4755). I had to call Comenity to understand what was going on. I received notification that the merchant was simply stating that my documentation was altered. I was given no opportunity to provide a rebuttal. All the merchant had to do was make an egregious claim and that was it. I was rebilled for this amount with no opportunity to challenge it and the merchant gets to keep my money due to Comenitys negligence. When i called the customer service department about this claim on 3/5/25 i was met with an extremely condescending, discriminatory and rude employee who decided to argue with me about being unable to assist me.Business Response
Date: 03/05/2025
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:03/04/2025
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.
childrens place rewards card. Card was paid in full on Nov 20 but didnt process through the system till Nov 22 I had no idea this had happened. I received a letter this week from Comenity bank saying I own them 145$ in late fees. I have no idea what they are talking about so I call. They informed me they had signed my account up for paperless without me knowing and no bill had been sent out till now. When I checked my online account it reflected I had no upcoming payments with a ZERO balance. I have talked to 3 of the rudest customer service representatives that have ever existed I believe. This company wants nothing more than to wait till accounts have accumulated 100$s of dollars then reach out and demand money from customers. I have read numerous other customers that this exact same thing has happened too. This needs to be addressed and stopped. I have always been a reliable customer and paid my bills on time till this event. They did not care about my years good standing they only wanted there money or in there words would turn it over to collection and put it onto my credit report. All over a balance PAID in full and a computer system that process 2 whole days late!Business Response
Date: 03/05/2025
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:03/04/2025
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 business is attempting to over charge me for a set of furniture that was not agreed upon on the initial sales transaction also trying to add double late fee charges, I was not made aware of my initial first payoff was placed towards another balance that was never discussed by the company.Business Response
Date: 03/05/2025
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: 03/06/2025
I accept the business's response to resolve this complaint.
Regards,
****** *** *****Initial Complaint
Date:03/04/2025
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.
Placed and order, of two pair of pants and a pair of tennis shoes(where on back-order). Got notice that Tennis Shoes where going to take longer to get and had the option of canceling by email. I canceled. I returned one pair of pants which i never got credit for. I called several times to see about my return. On 1-12 2025 I was told the last time I called to wait for my credit. I also called 1-30, 2-19, 2-26 of 2025, and got no answer those times and was passed around to three different phone numbers. They are charging me late fees. They did credit me ***** for an order I never placed and when it arrived I refused it. But I'm still not getting any credit for my return. I did pay $30 for my bill, for the pair of pants I did keep.Business Response
Date: 03/03/2025
Dear ******* *****,
***********************, owner of the Woman Within band of products (collectively,"********** Brands") received complaint ID ******** from Ms. **** ******** forwarded from your office, and we are writing to respond.
********** Brands records show Ms. ******** placed an online order through *************** on 12/2/24. The order included a pair of white rainbow sneakers priced at $86.99, which were out of stock at the time and placed on reserve for future shipment. The order also included a pair of grey pants and a pair of indigo pants, each priced at $24.49. The total order included $11.19 in tax and a $24.98 shipping and handling fee.
On 12/6/24, the grey and indigo pants were shipped to Ms. ********* address,and her Woman Within credit card was charged $67.98. However, on 1/10/25, the grey pants were returned. In accordance with our return policy, a refund for the merchandise and applicable taxes was issued in the form of a gift card totaling $26.50. The gift card details were emailed to Ms. ******** on 1/13/25.On 1/28/25, the white rainbow sneakers were shipped to Ms. ******** and charged to her Woman Within credit card $104.16. However, on 2/19/25 the shoes were returned and in accordance with our return policy a refund for the merchandise and applicable taxes in the amount of $94.16 was issued to the Woman Within credit card.
Our records show that refunds for the sneakers and grey pants were processed as a gift card and a credit to the Woman Within credit card in the amount of $26.50 and $94.16. Since Ms. ******** kept the indigo pants, she remained responsible for the cost of the item as well as the $24.98 shipping and handling fee for the order.
With respect to any late fees on ******************** Within credit card, we ask that she coordinate directly with Comenity Bank (Comenity) as issuer of the Woman Within credit card as indicated on her disclosures and account statements. Ms. ********** credit account relationship with Comenity is confidential between Ms. ******** and Comenity, and ********** Brands does not have visibility into the accounts status, nor can ********** Brands affect billing matters. We will apprise Comenity of Ms. ********** inquiry, but we also encourage you to reach out directly with Comenity at the following address or using the information provided on Ms. ********** credit card statement.
Comenity Bank
P.O. Box 182273
******************-2273
**************
We thank Ms. ******** for taking the time to inquire, and we trust we have provided the information necessary to resolve this matter.
Sincerely,
***** *****
********** Brands, Executive Communications
Office: ************** | Fax:**************
**************************************Customer Answer
Date: 03/03/2025
I was sent this, by email. which I canceled the order. Yet they still sent the shoes, and I have to pay for them?? I never received gift cards in my email, or notices that they received my return of the pants. I refused the last package I received because I did not order anything, which was supposedly the shoes I had canceled.and I save all my emails. I shouldn't have to pay postage on shoes I canceled, or pants that didn't match the color online. They did not credit my account like they said they did.
Contact Us
Order Status
Still Want That Item? We Need Your Help
Dear ****,
Your order #*********** has been delayed further. If you'd like to extend your backorder, click the button below or follow the quick and easy next steps:
YES, I STILL WANT THESE ITEMS
NEXT STEPS
Call us at ************** 24 hours a day, 7 days a week to keep this item reserved in your name.
If you do not call by 01/22/2025, your item(s) will be cancelled.
After you call, your new expected shipdate is 02/21/2025.
Should the item(s) be cancelled, you will not be charged for the cancelled item(s) or its shipping and handling.
We apologize for the delay. Thank you for your patience and cooperation.
Sincerely,
************************** Team
**************
VIEW ORDER STATUS
Affected Item(s)
Order Number: ***********
Order Date: 12/06/2024
Shipping Address:
**** ********
*********************************************************************************************
Billing Address:
**** ********
*********************************************************************************************
Item Quantity Price
Romy Walking Sneaker
Color: WHI
Size: 10W
Item #: ***************
Price: $86.99
Status: 02/21/25
1
$86.99Business Response
Date: 03/05/2025
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: 03/18/2025
I called today to see if they credited my account for what I did not purchase and they have not. They insist I owe them $64.18 which I do not owe for one pair of jeggings which were $24.99. I don't understand how you can close this when nothing has been done to help me out? I was counting on you to help me solve this issue not to just close my complaint because I was not happy with the outcome. I do not owe that amount and they don't understand when I call and talk to them. I won't hold my breath on getting anything from them except a statement. I think you did not do your job.
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