Complaints

This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comenity Bank

  3095 Loyalty Cir Bldg A Columbus, OH 43219-3673

  
• 

  Ashley Stewart Credit Card

  P O Box 650018 Dallas, TX 75265

• 

  Comenity Bank

  PO Box 659705 San Antonio, TX 78265-9705

• 

  Comenity Bank

  12921 South Vista Station Blvd Draper, UT 84020

• 

  Goodys

  8221 US Highway 51 N Millington, TN 38053-1707

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.

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  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.

  Last order ever sent to King size was on 11/9/23 in the amount of $225.92. This was paid at the time of ordering. In 2024, an order was placed with Romans. I got a bill from King **** for this order that I had sent to ******** I paid the bill to King ****3 because that was who I got the bill from. I kept getting bills from King **** after I had paid this bill. Ck #l0534 in the amount of $103.09 was sent. I sent another check #l0697 in the amount of $109.75 because they sent me another bill. Then I got another and sent check #***** in the amount of $164.30 as they were now charging me interest. On ll/9/24 I got another bill and paid $ll5.12 . Each time I got a bill I wrote back that I had paid these all to King **** when I didn't owe King **** in the first place. Right from the very beginning I called ******** King **** and they both kept sending me to a different phone and never did get any satisfaction. I paid a total of $492.26 trying to get them off my back and had no satisfaction at all. Please help me.

  

  Business Response

  Date: 02/24/2025

  Dear ******* *****,
  
   FullBeauty ************, owner of the ******* brand of products (collectively,"*****************") received complaint ID ******** from Ms. ***** ************ forwarded from your office, and we are writing to respond.
  
  We understand that Ms. ************** last order with King **** was placed on November 9, 2023, for $225.92, which was paid at the time of ordering. In 2024, she placed an order with Roamans.However, she received a bill from King**** for this order. Since she received the bill from King****, she paid them accordingly.
  
  Despite this payment, Ms. ************ continued to receive bills from King ****. She sent check #***** for $103.09,followed by check #***** for $109.75, and check #***** for $164.30, as King**** began charging her interest. On November 9, 2024, she received another bill and paid $115.12.
  
  Each time she received a bill, she responded,indicating that she had already paid King**** and did not owe them any money.From the beginning, she contacted both Romans and King**** but was repeatedly redirected without resolution. To date, she has paid a total of $492.26 without any satisfactory resolution. Ms. ************ is requesting a billing adjustment.
  
  Our records indicate that Ms. ************ placed a mail-in order with Roamans, received on July 26, 2024, for four items totaling $166.83. Unfortunately, one of the items was no longer available.Roamans processed and shipped the remaining three items on July 27, 2024, and charged her King**** credit card $94.06 on the same date. We have requested that a copy of the order invoice be sent to Ms. ************** billing address on file.
  
  On August 8, 2024, an exchange order was placed by phone for three items totaling $118.97. A Happy Returns QR code was sent to Ms. ************* email address on file to return the clothing that was too large. Two of the items were processed and shipped on August 9, 2024,and Ms. ************* King**** account was charged $70.24. The back-ordered item was processed and shipped on August 21, 2024, and Ms. ************* King**** account was charged $48.73. We have also requested that a copy of the exchange order invoice be sent to Ms. ************** billing address on file.Since Roamans never received Ms. ************* return from her original order,her King**** account was not ************************.
  
  We apologize; Ms. ************ is experiencing issues with her King**** credit card account. ***************** cannot assist Ms. ************ with her requests concerning her credit card; Comenity Bank is the issuer of this credit card.***************** does not have the ability to accept payment, remove fees,change due dates, cancel a card, nor does it have the ability to make changes to a customer's ********************** report. We ask that she work directly with the Better Business Bureau and Comenity Bank if she needs assistance with this matter.
  
  Comenity's Contact information is as follows:
                                      Comenity Bank
                                      PO Box 182782
                                      ********,** 43218-2782
                                       **************
  
  We thank Ms. ************ for taking the time to inquire and trust this resolves this matter. We apologize for any inconvenience.
  
  Sincerely,
  *** ****
  *****************, Executive Communications
  Office: ************** | Fax: **************
  **************************************
  

  Customer Answer

  Date: 02/25/2025

  To who this may concern  :  To start over from the very beginning placed an order from ***** for a blouse, some underwear, and a pair of tennis shoes.  When I received the blouse and underwear they were way too big. I did  not receive the tennis shoes at all. They did not have my size.  I  called them about the 2 items that were much too  large and they said I could send them back.  A short time later  I got call   that they had another pair of shoes similar but cheaper than the ones I had ordered. I then got a bill from  King size for these items. I paid the bill at that time to King **** ad called both King  **** and Romans about the billing coming from King ****.  I got no help at all.  King **** referred me to several people there and said I would have to contact Romans which I did.   Same response there .  Waited on the  phone for 45 minutes and eventually got hung up  on.  In the meantime I did not send the two large items back  that I had paid King **** for and told Romana to send me two smaller items.  I did receive he lesser expensive shoes.  That is why it shows that I  placed another order for the  blouse and underwear.  I began getting all these bill from King **** for these items that did not come3 from King ****.  They do not even carry these type of items.  I continued to send payments to King **** when I got these bills but always made known to them that I did not owe these.  In talking with several people at King **** Credit ********** yesterday I finally talked to a gentleman that said It appears that I did not have a Charge Card with Romans when I place3d this order so they put it over to my King **** Credit Card which I have never used.  They were going to check things out and told me to contact the Credit ********* for  King **** tomorrow.  This is all I have heard.  Why would King **** keep billing  me for items they never had and I had paid  them    the bills they  sent.  Where did the money go that I kept sending???Thiis man I  talked to yesterday {yor) was his name said they should send me the money back but I have not heard from anyone else.  Thank you for your attention in this matter.  It has not been resolved yet at this time. 

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  To who this may concern  :  To start over from the very beginning placed an order from ***** for a blouse, some underwear, and a pair of tennis shoes.  When I received the blouse and underwear they were way too big. I did  not receive the tennis shoes at all. They did not have my size.  I  called them about the 2 items that were much too  large and they said I could send them back.  A short time later  I got call   that they had another pair of shoes similar but cheaper than the ones I had ordered. I then got a bill from  King size for these items. I paid the bill at that time to King **** ad called both King  **** and Romans about the billing coming from King ****.  I got no help at all.  King **** referred me to several people there and said I would have to contact Romans which I did.   Same response there .  Waited on the  phone for 45 minutes and eventually got hung up  on.  In the meantime I did not send the two large items back  that I had paid King **** for and told Romana to send me two smaller items.  I did receive he lesser expensive shoes.  That is why it shows that I  placed another order for the  blouse and underwear.  I began getting all these bill from King **** for these items that did not come3 from King ****.  They do not even carry these type of items.  I continued to send payments to King **** when I got these bills but always made known to them that I did not owe these.  In talking with several people at King **** Credit ********** yesterday I finally talked to a gentleman that said It appears that I did not have a Charge Card with Romans when I place3d this order so they put it over to my King **** Credit Card which I have never used.  They were going to check things out and told me to contact the Credit ********* for  King **** tomorrow.  This is all I have heard.  Why would King **** keep billing  me for items they never had and I had paid  them    the bills they  sent.  Where did the money go that I kept sending???Thiis man I  talked to yesterday {yor) was his name said they should send me the money back but I have not heard from anyone else.  Thank you for your attention in this matter.  It has not been resolved yet at this time. 
  
  Regards,
  
  ***** ******-*****

  
  

  

  Business Response

  Date: 03/03/2025

  Dear ******* *****,
  
   FullBeauty ************, owner of the ******* brand of products (collectively,"FullBeauty Brands") received complaint ID ******** from Ms. ***** ************ forwarded from your office, and we are writing to respond.
  
  We acknowledge Ms. ************* concerns regarding our previous response. After a thorough review of our records, we would like to provide the following clarification:
  
  Initial Order: Ms. ************* first order placed on July 26, 2024, included a blouse and briefs. Unfortunately, the athletic shoes were no longer available. The total amount of $94.06 for the blouse and briefs was charged to her KingSize account, which is why she received a bill on her KingSize charge card.
  
  Return and Exchange: Since the original blouse and briefs were not returned, no credits were issued to her KingSize account. Subsequently, she placed an exchange order for smaller sizes of the blouse and briefs, along with another pair of athletic shoes that were available. This exchange order was charged to her KingSize account, totaling $70.24 on August 9, 2024. The briefs, which were on back order, were shipped on August 21, 2024, and charged $48.73.
  
  Invoices: As stated in our previous response, we have sent copies of both order invoices to Ms. ************* billing address on file. These invoices detail the charges made to her KingSize account.
  
  Regarding any payments Ms. ************ has made to her KingSize credit account and any refunds that were promised, we kindly request that she work directly with the Better Business Bureau and Comenity Bank for assistance with this matter.
  
  Comenity Bank Contact Information:
  
  Mailing Address:
  Comenity Bank
  PO Box 182782
  ****************************
  Phone: **************
  
  
  We thank Ms. ************ for taking the time to inquire and trust this resolves this matter. We apologize for any inconvenience.
  
  Sincerely,
  *** ****
  FullBeauty Brands, Executive Communications
  Office: ************** | Fax: **************
  **************************************
  

  

  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:Billing Issues
  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.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. COMENITY BANK/******* ACCOUNT no.: ************ DATE OPEN: 12/01/2014 BALANCE: $0.00

  

  Business Response

  Date: 03/04/2025

  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:03/03/2025

  Type:Billing Issues
  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 Bank/******* has not only billed and added a fee for a mailed bill- they have charged me a late payment fee for an account paid in full by phone at which time I CANCELLED my credit card with Carters.I have spent hours trying to remedy the situation by phone to find that their phone operators only take payments and at other phone numbers- they cant find my account because it was closed.I even trued to call the ******************************** with access to another company by text message which required my signing a ONE YEAR Contract for auto signatures!!!Bottom line is that this is a Third party bank for a number of retailers credit card- AND - buyer beware! The only way to actually communicate is by writing and sending a letter to ***********- which I have just done.Based on the complaints on the BBB site- its clear that you gave not investigated this shifty non- customer friendly bank and my chances of getting my money back are non-existent!

  

  Business Response

  Date: 03/04/2025

  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:03/03/2025

  Type:Billing Issues
  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.

  It is absolutely absurd how Comenity Bank treats their customers, yet there is not ***** given. It is wrong to not send out a notice your payment is due within so many days reminder to make a payment. We missed our due date on one of our cards, because it didnt get scheduled however our other account same due date that we always pay together had processed with no issues. Asked for ***** and to have late fee waived and they cant because the account is closed. The account was closed because the company went out of business, we didnt close the account. Made the payment as soon as we got a notification saying we missed our payment, but they couldnt send a reminder saying hey your payment is due within the next few days. We have many other cards through comenity bank and this is the only account we seem to always have issues with. People make mistakes, technical issues happen, yet there is no room for human error or technical error. Its a bad business model and were just asking for the late fee to be removed out of respect and courtesy. All they seem to care about is how quick they can make a buck it seems like. Change the business model and change how its worded in the statements because this is so wrong!

  

  Business Response

  Date: 03/04/2025

  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:03/03/2025

  Type:Billing Issues
  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.

  This is a complaint about their collections department. I was told by ***** to call homm on a certain day and time to set up a payment plan. And or course, he was not there. Then ******* ( i believe that was here name) would not inform me when I could reach him. ******* told me a payment plan was not available to me, although ***** said yes. Then ***** the rude supervisor said she would not stick to Randy's word of $50 for 6 months. This is completely wrong to do. I am wanting to pay it off at the end on the month but ***** wants me to pay nearly $100 more than what was stated by her employee *****. I am financially struggling and this is just wrong. Something needs to be done with these leeches that try to **** every ounce of blood out of you. They rather get every dime they can get and you be on the streets. Do not ever deal with ************** for your credit needs. They are not a business of there word.

  

  Business Response

  Date: 03/04/2025

  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:03/03/2025

  Type:Billing Issues
  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 sept 30, 2024 and Oct 24, 2024 I mailed 2 check to to Commenity Bank in OH to pay my bill. both checks have been cashed, (apparently sent to wrong address, see check) They did not go towards my payments. Our Bank has sent commenity bank has sent multi affidavit of forged endorsments to follow up and has recieved no responce or a run around. Mean while someone has my $760. I am a retiree and on a fixed income and thats a lot of money floating around in limbo.
  
  Please advise

  

  Business Response

  Date: 03/03/2025

  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: 03/19/2025

  From: WIRELESS CALLER - Voicemail box 123 <********************************************>
  Date: Wed, Mar 19, 2025 at 1:50 PM
  Subject: Voicemail from WIRELESS CALLER at ************** on Mar 19 2025 1:49 PM
  To: <***********************************************************************************>
  
  
  
  
  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Wednesday, March 19 2025 1:49 PM
  From: WIRELESS CALLER **************
  Duration: 41 seconds
  Voicemail box: 123
  Transcript:
  This is to let you know that ************* has not sent a letter explaining what their problem is. Maybe you can put a spark onto their, but I don't know, I don't know where to go. You can help. It would be great. We appreciate it. My number is ************. Thank you.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau C/O ********* ********** *************** 
  ******************** Complaint ID# ******** 

  
  Hello *********, 
  
  March 31, 2025 

  
  ***** L. ******* *************************************** ************ 

  
  I am writing in response to the letter I received from *************** In the initial complaint we filed with you we asked them to sign the Affidavit of Forged Endorsement. Of which has been mailed numerous times. 

  
  In return, **************** answer was we must contact the bank that cashed the checks. AGAIN, with no signed Affidavit of Forged Endorsement. 
  This is a simple request so our bank (***********) CAN go back to PNC. 
  

  Respectfully, 
  ***** *. DiNardo 
  

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  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 financed my account with this company.i had a plan of 9.99 % for entire 60 months. When their company changed their billing system my account was pushed over to a different plan that charged me *****% interest. I contacted the company multiple times and finally got an American to understand what had been done. It was supposed to have been corrected and returned to my original plan and what they had done. Then I started getting bills with a small amount still being charged the *****% interest. I called the company multiple more times and they kept telling me it had been corrected. As you can see it hasn't. I want my billing to go back to my original contract as it should be. I changed nothing. The company told me it was a " glich" and would be corrected. It has not. Now my account payment is being split paying partially to the higher interest rate for the amount they say was past due when I continued to pay my original parent of $63 a month and not the higher payment when they changed my account to a different plan. They tell me it is for thenpast due I didn't pay for the higher payment plan when it was switched over temporarily! WHAT!!? I didn't change the plan, they screwed up!!

  

  Business Response

  Date: 03/03/2025

  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

  '**** ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Fri, Mar 7, 10:07 PM (3 days ago)
  to **********************************************************************************************
  
  I have filed a complaint about illegal business charges and have not heard anything from the business as of today. Today is March 7, 2025. 
  
  Thank you,
   ******* Kitchens

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  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 2/27/25 I went to Victoria secret located at **** *** ** ****** ** ** ***** and it paid 60.00 towards my Victoria secret bill please note the amount due was 30.00 and it was due by 2/28/25. As of 2/28/25 the payment of 60.00 is not reflecting and Victoria secret in store and or customer service is unable to help . They are unable to locate the payment and I was told to avoid a late fee I had to pay 30.00 which is the amount due despite already making a payment . To avoid a late fee I paid an additional 30.00 which has already reflecting on my account .

  

  Business Response

  Date: 03/03/2025

  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:03/02/2025

  Type:Billing Issues
  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 December 19, 2024 I visited a Buckle Store in my area where I purchased a $50.00 giftcard.
  On January 19 I paid a payment of $35.00
  On January27 I received a bill that had charged me my payment plus a $30.00 late fee. I called CS on that day and informed them that I had paid a payment even before I received the bill and that if I was going to be charged a late fee then I would pay off the card and not use it again. The $30.00 late fee was removed and my due date was moved to the 25 of each month. I also received a letter stating that my due date had been changed and my next payment would be due March 25.
  On Feb. 27 I recieved a bill for $53.00 of which a $30.00 late fee had been added again. I called customer service again and was told that the February payment was late, that my bill was due Feb 7 and that the late fee would not be removed even though I had the letter in hand showing the due date as March 25. I told them that day to cancel my card, I would pay the $53.00 just to be finished with this company. I paid in full the $53.00 and assumed the account was closed. Today I recieved a final letter that they did close the account but have again charged me $25.00 for whatever reason.
  Since purchasing this $50.00 giftcard they have made me pay $88.00 and are asking for an additional $25.00.
  I feel I do not owe this since I was given the total and paid it off, and closed the account on Feb 27. I am asking that you investigate and tell me if I am required to pay again the additional $25.00

  

  Business Response

  Date: 03/03/2025

  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:02/28/2025

  Type:Service or Repair Issues
  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.

  A fraudulent card was opened under my name, i contacted ulta and comenity they said they would close the fraudulent account. Its been closed and removed from my credit report. I have a ulta rewards account that does not reflect the credit card charges they made with the fraudulent card. Yet, even after the credit bureaus told me the ulta credit card was fraudulently opened. I keep receiving letters from comenity. They are harassing me for someone stealing my information.

  

  Business Response

  Date: 03/03/2025

  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: 03/22/2025

  I called 12/27/24 to dispute this card and requested an investigation to how was it opened if I dont live anywhere near ******** and I was at school at the time preparing for graduation. I asked for surveillance cameras to be checked because it was not me. They can compare the images with images from dates I actually went to ultra. Another issue that transaction that opened that credit card it does not show up in my ultra rewards account under my revolutionm7 email account. That person either used a different rewards account or used neither which I dont understand how they applied for a credit card and shopped without using a rewards account.

  if I flagged this account as fraudulent and it was closed how am I getting late payments reports in March?

  Customer Answer

  Date: 03/24/2025

  
  
  Revolution M7 <*******************************>
  Attachments
  Sat, Mar 22, 12:05 PM (2 days ago)
  to disputeresolution
  
  
  These are the documents I have received from comenity, i included the 2 letters the fraudster tried to open 2 accounts under my name the same day. Only 1 was successful the ulta card.
  

  
  

  Customer Answer

  Date: 03/24/2025

  Im enclosing the fraud report, plus 2 letters I got of the fraudsters trying to open a second account at carters. I spoke to *** at Comenity on Saturday.