Business Profile

Credit Cards and Plans

Comenity Bank

Complaints

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

Customer Complaints Summary

5,280 total complaints in the last 3 years.
1,308 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/28/2025
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 just got off the phone with customer service. I asked to talk to a manager a couple times. My credit card was shut down without my knowledge I just noticed on it on my credit report! I never received mail saying it was shutting down! Now I have a **** on my credit report!
Business Response
Date: 02/28/2025
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:02/27/2025
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.
Subject: Dispute of Inaccurate 60-Day Late Payment Reporting for Account # #****************To Whom It May Concern:I am writing to formally dispute the 60-day late payment notation reported on my Comenity Bank/Victoria's Secret account # ***************, as reflected in my credit report dated February 24, 2025. This account, which has been active for 10 years and 11 months, currently shows a balance of $1,227 with an amount past due of $150.According to 15 U.S.C. 1666b, a creditor may not treat a payment on a credit card account as late unless reasonable procedures have been adopted to ensure that periodic statements are mailed or delivered to the consumer at least 21 days before the payment due date. I have not received any such notice indicating a late payment.Investigate this matter promptly.Correct the inaccurate 60-day late payment notation on my account.Notify all relevant consumer reporting agencies of this correction to update my credit report accordingly.Please find attached copies of my payment records and any other relevant documentation supporting my claim.I appreciate your prompt attention to this matter and look forward to your confirmation that my account has been corrected.Sincerely,******** ******** Payment records for Account # ***************Copy of the ********************** report showing the inaccurate 60-day late payment Note: There have been legal actions involving TransUnion and Comenity Bank regarding inaccurate reporting. For instance, in Sobenes v. *************************, Comenity Bank sold a charged-off account, leading to disputes over debt collection and reporting Casetext . Additionally, a recent class-action lawsuit alleges that Comenity Bank improperly obtained a consumer's credit report after debts were discharged in bankruptcy Top Class Actions they highlight the importance of accurate reporting and adherence to consumer protection laws.
Customer Answer
Date: 02/28/2025
More InformationSubject: Dispute of Inaccurate Information Under 15 U.S.C. § 1681e(b), 15 U.S.C. § 1637(a), and 15 U.S.C. § 1666(b)
To Whom It May Concern,
I am writing to formally dispute the inaccurate information that appears on my credit report. Under the Fair Credit Reporting Act (FCRA), 15 U.S.C. § 1681e(b), credit reporting agencies must ensure maximum possible accuracy in consumer reports. Additionally, 15 U.S.C. § 1637(a) and 15 U.S.C. § 1666(b) outline my rights regarding account disclosures and billing disputes.
The following account(s) contain inaccurate, misleading, or unverifiable information and must be deleted immediately:
Creditor Name: Comenity Bank/ Victoria’s Secret
Creditor Account: $539176127314****
These accounts are being disputed because:
The information reported is inaccurate or not properly verified, violating 15 U.S.C. § 1681e(b).
The creditor failed to comply with the Truth in Lending Act (TILA), 15 U.S.C. § 1637(a), and the Fair Credit Billing Act (FCBA), 15 U.S.C. § 1666(b) in their reporting obligations.
Under 15 U.S.C. § 1681i, I am requesting that these accounts be investigated and deleted from my credit report. If you cannot verify the accuracy of this information within 30 days, it must be removed.
Enclosed, I have included copies of my identification, proof of address, and any supporting documents related to my dispute. Please conduct a proper investigation and provide me with a written response confirming the deletion of these accounts or evidence supporting their continued reporting.
If these accounts are not removed, I may be forced to escalate my dispute by filing complaints with the Consumer Financial Protection Bureau (CFPB) and other regulatory authorities.
Thank you for your prompt attention to this matter. I look forward to your response.
Sincerely,
Rosemary Maysonet..
Business Response
Date: 06/27/2025
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: 06/27/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23001183

I am rejecting this response because:

Regards,

******** ********

I reject the business response.
Comenity Bank has not contacted me directly as of today, and I find it unacceptable that they refuse to respond transparently through the BBB.
This complaint involves serious matters of unauthorized or inaccurate credit reporting and potential FCRA violations. I am requesting that this complaint remain open until I receive a formal written response from Comenity Bank addressing these issues.
I will provide BBB with a copy of any correspondence I receive, if and when it arrives. Thank you.
******** ********

Customer Answer
Date: 06/27/2025

Email to Comenity Bank **************** & ****************

To:

**************************************************** (Comenitys parent company ***************)
**************************************************** (**************** if undeliverable, we will provide alternatives)

Subject: Formal Arbitration Demand Non-Cooperation via BBB & FCRA Violations ******** ********

Body:

Dear Comenity Bank **************** and Legal Counsel,

My name is ******** ********, and I am contacting you regarding a serious unresolved matter involving:

Improper and inaccurate credit reporting
Failure to respond to consumer disputes in good faith
Willful non-cooperation with the Better Business Bureau (BBB ID #*********

I have received a message from the BBB indicating that Comenity Bank refused to provide a detailed response and claimed you would contact me directly. As of June 27, 2025, I have not received any communication from Comenity Bank, and therefore I am formally rejecting the BBB and Comenity response.

Additionally, I continue to suffer hardship due to Comenitys reporting of closed and disputed accounts, including:

Comenity/CHLD Closed 2025
SYNCB/TJX Closed 2017
SYNCB/GAP Closed 2018

These accounts are still being reported without my written consent and in violation of the Fair Credit Reporting Act, including:

15 U.S.C. 1681b Impermissible reporting
15 U.S.C. 1681e(b) Inaccurate data
15 U.S.C. 1681i Failure to properly investigate
15 U.S.C. 1681s-2(b) Refusal to correct errors

I am living on SSDI and ********* and this matter has caused me repeated credit denials, emotional suffering, and economic harm.

Arbitration Demand & Relief Requested

I am demanding:

Immediate deletion of all disputed and closed accounts
Written confirmation that Comenity will no longer furnish these tradelines
A settlement of $1,000 per violation under FCRA for emotional distress and hardship

If this matter is not resolved within 15 days, I will file for binding arbitration and escalate complaints to:

CFPB
FTC
NY Attorney General
Other appropriate enforcement bodies

I am attaching my formal arbitration demand letter to this email.

Please confirm receipt and provide your written resolution by July 12, 2025.

Sincerely,
******** ********
***************************
***************
SSN (last four): 8047
********************************
************
Initial Complaint
Date:02/27/2025
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.
BBB took a complaint over the phone. Below is the voice to text voicemail description

Yes, I started getting text messages saying that I owed bread money. I had no idea what bread even was. They kept harassing me and I kept sending messages saying I do not have any kind of a bread account. Anything that I purchased from ******* was on my charge account. I never gave anyone permission for any other thing and I have tried calling Waiver. I have tried calling this bread place and they're very nasty. They hung up and they even put a bad pacing on my credit report because I got a notice that my score had gone down for lack of payment because they sent a notice. And I never gave anyone permission to use my social security number or any of my personal information. The first time I called Wayfair, I talked to a young man and he said that he went to the computer and it looked like somebody just made a mistake and put the * next to bread instead of the Wayfair. I got my last ******* bill and has a credit because I actually paid ******* for this stuff. And this bread is harassing me and harassing me and when I tried to cool them, they were very, very nasty. Thank you for your help.
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:02/26/2025
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.
In November 2024 I paid my statement balance, then in December, I received more interest of 3.56. I paid that but it got returned by my bank. So I went on their website and made another payment that I set up on 12-12 to come out on 12-26. It showed a balance of 28.56. I paid this and it went through. I thought it was paid off, but they tell me that on 12-12 a 2.00 interest got tacked on, although it did not show that when the payment was made.
On January 6 that interest of 2 dollars came due and they charged me a late fee, then it went into February. I had no idea, I thought I paid it all off in December. I feel that it is robbery to charge me this money and report to credit bureau all for 2.00 in interest. I do not understand how a balance of 3.56 makes 2.00 interest. This company is crooked and lacks compassion for consumers. I spoke with several different people only to offer me a 15.00 courtesy fee. That is an insult. I have had this card with this company. I have a very small credit limit. I paid it off only to have to pay 71 dollars more in their crooked fees. I have also been reported to the credit bureau for their greed. This is not right.
Business Response
Date: 02/27/2025
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:02/26/2025
Type:Billing Issues
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.
I had a credit card through ***************** when it was privately managed. The card has since switched over to a Mastercard through Comenity Bank. My card was actively being used but last year my card was closed without my authorization. As a result my credit score dropped almost 200 points (my VS credit card was my longest active card). I have since tried to get a reason as to why my account was closed. I have been told repeatedly that my account is not closed even though I have a letter saying it was closed in 2023. I have tried to get a new card mailed to me of which I was told that I have to open an account since my prior account was closed. Again I have a letter stating this. I have talked to customer service on multiple occasions and I have been told to reply online ( I did to no avail), to apply in person at a store ( I did and even had the store manager call Comenity Bank to again be told I already have an account. I keep getting the run around with my problem.
Business Response
Date: 02/26/2025
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: 02/27/2025
[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:02/25/2025
Type:Product 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.
Hi my name is ***** ****** I did not pick up this order and where is my refund to my credit card I lost my forever 21 credit card waiting it to come in the mail so my socail sercuity number is *********
Business Response
Date: 02/26/2025
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:02/25/2025
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 or around December 2024, I placed an order with Woman Within. I received the order, examined the clothes, didn't like the quality. I immediately sent all the merchandise back. My account should have been credited. But it was not, instead they put it as a gift credit. I have been arguing with Woman Within and Comenity Bank, trying to let them know that I immediately sent the merchandise back, so I should not owe anything. I'm still getting letters from Comenity Bank and bills from Woman Within. They are messing up my credit. Please help!!!!
Business Response
Date: 02/26/2025
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
I filed a complaint with the BBB on or around January. I called the BBB today 3/19/25, and was told there was no record of me filing that complaint. I filed a complaint against Woman Within and Comenity Bank, which handles there credit cards. I placed an order with Woman Within back in December. When I received the order, I immediately sent it back because of poor quality. My account should have been credited and no money owed. Instead it was sent to Comenity Bank. I called several times trying to explain that I don't owe any money. I want this issue resolved with both companies and my credit score updated with a favorable score, and all account cancelled. ********************** is charging me all kind of late fee, and a charge of $126. I have emails from Woman Within, but I don't know how to attach them in this site.
Customer Answer
Date: 03/26/2025
******* ******* <******************************>
Attachments
2:54 PM (28 minutes ago)
to **********************************************************************************************

Per our conversation: here is the letter I received from Comenity Bank. Please let me know if you receive this email.

Thank you.
Initial Complaint
Date:02/25/2025
Type:Billing Issues
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.
They keep saying we owe $86.31. It shows in our bank account that they cashed the check. We have sent them letters from our bank and they still say it's not acceptable. Our bank also stated we were about the eighth person that have come in with this problem in the last three weeks with Comenity Bank. They received the check. And checks do not get sent back to the bank We don't know what else to do or what else to send them. We have sent them every possible piece of evidence from our bank by certified mail twice. We have great credit, have always had great credit and do not want this to affect our credit and also feel w should not pay this again.
Business Response
Date: 02/25/2025
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: 03/05/2025
Consumer called BBB stating the $86.31 amount she disputed was taken care of by Comenity. Consumer stated she received a letter from Comenity stating they reviewed the matter and are not holding her responsible for any charges, including any additional fees. Consumer considers complaint resolved.
Initial Complaint
Date:02/25/2025
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.
Good afternoon, I made a purchase at *** Jewelers about a couple years ago for a wedding ring through commenity bank/bread financial. I was on a ************************************************* September. I was on track with my payments for a while and then I lost my job July of 2024. By that time I knew nothing about account assure or the hardship department but I was still tryna pay whatever I can and some payments got denied or sent back.
I didnt start working again until the end of September but by that time I noticed I was charged a huge interest fee of $1560.10. I only had about $500-$600 left to pay off and that set me back by a milestone. I have been contacting commenity bank for the past few months now pleading with them and trying to get that interest charge removed. Ultimately, they kept telling me they cant remove the interest charge as it is a legal fee which I understood but they kept sending me on the runaround telling me to call a certain number just for them to give me the same answer.
Basically they couldnt give me a feasible solution after numerous calls and back and forth messages and I am not happy with how they handled the situation. Not too mention, they kept accumulating $50 interest charges to add to the damage and all I asked for was them to remove the huge interest fee.
I have dealt with other credit bureaus in the past and they were way more understanding than this. I would be extremely grateful if this something you guys can help me out with
Business Response
Date: 02/25/2025
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: 03/05/2025
Good morning,
Comenity bank has still not contacted me directly.
Customer Answer
Date: 03/05/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22989257

I am rejecting this response because:
Good morning,
Comenity bank has still not contacted me directly.

Regards,

******* *******
Customer Answer
Date: 03/06/2025
Why is the case closed when the company hasnt even responded
Initial Complaint
Date:02/24/2025
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 called and made a payment the 24th or 25th of January cause I haven't received a billing statement. The lady said she would take care of the late fee and that another payment was due the 18 of Feb . I told her ok send the statement and I'll get it paid. February 19th comes around still no statement so I call to make a payment and see when the bill was due ( forgot she told me the 18 th ) and they said it was due the day before. I told them I wanted to pay the bill off why is there 2 amounts . He said because it was due the 18th. I told him again I didn't get a statement and would like to pay a final payment he told me pay 18x.** and we would be good . I paid that to find out I still owe 58.** ... They refuse to help . Or to even look into the calls . Seems to me as it's a way for them to make extra money off people.
Business Response
Date: 02/25/2025
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.

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Comenity Bank is BBB Accredited.