Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,278 total complaints in the last 3 years.
- 1,308 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:02/24/2025
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 had fraudulent charges on my credit card that I disputed. The bank took the charges off and cancelled the card but in December they applied the charges back because they believed the company who defrauded me!
There are numerous customers who were defrauded the same way but no one is paying attention to our claims!
There has been numerous lawsuits as well as class action against *********** but comedity bank put the charges back on! I was charged for fuel, idling, and damages to the vehicle even though I brought the car back with a full tank of gas! This is a scam they pull on every customer who rents from this office in **** *****************! Charges of over 4700 were put on my card!
I sent in correspondence to ************* with no reply, meanwhile I am stuck with an outrageous bill and interest charges adding up! I never authorized these charges nor were these charges ever discussed with me. Minutes after I dropped off the vehicle the charges were added to my credit card.
The bank sent me an immediate text asking me if the charges were authorized, I said no! I want these fraudulent charges immediately removed! I was asked to sign a cell phone at the time of rental drop off to confirm the drop off. My signature was used or copied onto a bill of outrageous charges! I would have never agreed to something so ridiculous. The car was brought back in pristine condition with a full tank!
I cannot believe what is happen to me! The car rental place photoshopped pictures making it look like the car is full of scratches when in fact its glare from the sun! There is no pictures of the full vehicle, only very close up shots of sun glare!
I have sent numerous reviews from customers who had the same experiences, and Comedity has overlooked my plea!
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.Initial Complaint
Date:02/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Comenity Bank closed my credit card without notice. They closed my account hurting my ********************** score due to non-use. I never received any notice that I was in danger of my card being closed.Business Response
Date: 02/24/2025
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:02/22/2025
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.
Not sent bills electronically, I paid the bill the day I got it IN FULL then they didn’t send anything for 3mos and charged me $105 in late fees on NO balanceBusiness Response
Date: 02/24/2025
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:02/21/2025
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.
1/3/2025 returned 1/30/2025, they are trying to charge me a late fee for a statement dated 2/11/2025. Told me if I didn't pay the late fee, they would continue to add the balance every month until it is paid.Business Response
Date: 02/24/2025
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: 03/07/2025
As I stated before they were charging me a late fee on an account that was closed prior to the due date on the bill.They were very rude and threatening to add more charges to the account if I didn't pay it, also threatened to put it on my credit report. I have worked hard all my life to keep my credit in good standing, it was $48 dollars so I paid it, BUT I WILL NEVER DO BUSINESS WITH THIS BANK AGAIN.Customer Answer
Date: 03/07/2025
As I stated before they were charging me a late fee on an account that was closed prior to the due date on the bill.They were very rude and threatening to add more charges to the account if I didn't pay it, also threatened to put it on my credit report. I have worked hard all my life to keep my credit in good standing, it was $48 dollars so I paid it, BUT I WILL NEVER DO BUSINESS WITH THIS BANK AGAIN.Initial Complaint
Date:02/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to file a formal complaint against ******* in relation to their hardship payment plan.
On a recent phone call with their customer service representative , I was informed that the only available option for their hardship program is for me to pay $50 a month for three months.
However, I was not adequately explained what would happen after the three-month period ends. Additionally, the due date of March 11 is concerning, as I am uncertain if I will have a job at that time, further complicating my ability to adhere to the payment plan.
I am also requesting clarification regarding whether late fees could be waived and whether any negative reports to my credit could be removed, I also wanted to know if I had insurance on my card .
I would like a written copy of the hardship payment plan, its terms, and any follow-up steps after the three-month period.
Furthermore, I seek confirmation on whether any late fees or credit reporting can be reversed due to my financial hardship.I feel that I was not fully informed about my options, and the lack of transparency has caused undue stress.
I would appreciate your assistance in resolving this matter promptly.Thank you for your attention to this issue.
Business Response
Date: 02/24/2025
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:02/21/2025
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 was enrolled in auto-pay, but my card wasn't charged for the $30.15 owed. I am making that payment now and request a refund of any fees incurred due to this oversight. I have a disability and I will not pay for what is not right.Business Response
Date: 02/21/2025
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:02/21/2025
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 12/4/2024 I received a confirmation email of an online purchase made at *********** in the amount of $171using the card I had on file which was my Express store credit card. I immediately contacted to company in an attempt to cancel the purchase and was told that it was too late to cancel. I then called the credit card company to report the unauthorized transaction and was told that I could not dispute the transaction because it was still pending. I was asked to call back in 3 business days. On 12/10 I called back and filed the dispute. SInce that date I have called at least 5 times in an attempt to get a status update on this dispute. The charges are still showing on my account and all customer service representatives have told me that they do not have access to this information and that I will get an email when the dispute has been complete. It has now been over two months with no resolve and I am requesting this charge be removed from my account. The purchase was made online and sent to an address that does not belong to me. It should be a very easy case to close.Business Response
Date: 02/21/2025
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: 02/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22972141
I am rejecting this response because:
It is the same automated response that Ive been getting for 2 months. It does not resolve the issue. Its insulting an exhausting.
Regards,
**** *****Initial Complaint
Date:02/21/2025
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 my billing statement on the 1/17/25 where I owed $266.32 and had a minimum payment of $30 due by 2/12/25. I made a payment of $266.32 on 1/17/25 where it was paid off and then another payment on 1/27/25 of $20.81. Theyre charging me a late fee because they counted the payment of $266.32 made on 1/17/25 for the previous cycle and dont consider the $20.81 the minimum $30.Business Response
Date: 02/21/2025
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:02/20/2025
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 would like it known and understood that my account is NOT delinquent and is in good standing! Until this recent situation occurred.
Comenity-Pier 1 bill was paid in full on 12/13/2024. Comenity-Pier 1 charged my account a late fee on the same day the entire balance was paid 12/13/2024. I called Comenity-Pier 1 on 01/13/2025 800-767-3662, got a cs **** on phone. I explained my situation to her. All she kept saying was you need to call the number on the back of your card. Which is exactly what I had done. Absolutely no help!! So chose another way.
I called Comenity-Victoria's Secret **************. Finally got cs *** on phone. Asked if she was able to see all my Comenity accounts. She said yes. Asked her if she could please look into my Pier 1 account. She said yes. I explained to her that Pier 1 account was paid in full on 12/13/2024. But without reason Comenity-Pier 1 still charged a late fee. I asked if she could please refund late fee. Due to account is paid in full no late fee should have been charged to the account because there was no outstanding balance to charge a late fee against. She said because the account was closed she could not get access to my account. I explained to her that I did not request account to be closed and was not informed that account had been closed. I now asked to speak to a supervisor.
Got sup. on the phone. She was completely rude and speaking over me. Comenity is fine with employees being rude to customers. But when customer gives it back then its an issue to Comenity. Supervisor has the audacity to say, in the process of us speaking you are now late again so would you like to make a payment. I was gobsmacked by her statement.
I am trying to get a late fee refunded and now another late fee has been applied. How absolutely disgusting a way to do business. I even said to her, I asked you about that. She was no help!!
Comenity needs do the right thing by reversing late fees and allow account to stay closed. LATE FEES ARE NOT VALID
Business Response
Date: 02/21/2025
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
Hello BBB,
How long am I suppose to wait for any sort of response from Comenity Pier One?
BBB indicates that I need to wait to receive correspondence from Comenity Pier One.
If Comenity Pier One does not send any correspondence my late fees continue to accrue and it seems as though that is exactly what Comenity Pier One wants to do is ruin my credit rating.
That does not seem right or fair. When Comenity Pier One is not treating customer unfairly. I have other ********************** card with Comenity and all of those accounts are all current and not delinquent.
Customer Answer
Date: 04/16/2025
From: rmescamilla <******************************>
Date: Fri, Apr 11, 2025 at 1:51 PM
Subject: Complaint #********
To: Better Business Bureau <**********************************************************************************************>
Hello BBB,
I have attached the letters sent by Comenity Bank who handle the Pier 1 credit card that was charged a late fee. What i have written below is the reason I still do not agree with their statement.
Comenity
In the 1st letter sent to me. You acknowledge my December payment but indicate it was received after the due date. I was in Comenity automated system to pay my bill. Comenity phone system intentionally goes slow so that customers payments will be late and ******************** could collect a late fee. If Comenity is stating the payment was late is was maybe 2 or 3 minutes past because of Comenity's automated system. Charging a late fee for such small window of time should be considered because I have a good payment history. And in fact I in the late 12 months from the date of November payment I have not been late with any payment.
Comenity also stated in the March 7, 2024 letter that my account was not serviced by Comenity standards. If so, then my December 13, 2024 late fee should be waived. As I indicated I paid the account in full. Due to the account being closed that was the only reason a customer service representative was not able to reverse the late fee. I was told in order to get the fee waived I would need to send correspondence. Which I did sent to Comenity through my actual account. If the fee was waived on January 13, 2025 then no other subsequent fees would have continued.
On March 14, 2025 someone called named ******* from Comenity. She indicated that another letter has been sent but if I have any questions to call. I did save the voice-mail as proof. I returned ******* 's call and left a message. The automated system stated beforehand that my call would be returned in 2 days. At the writing of this letter it has now been over 5 business days and I have not received a call back.
I received the 2nd letter from Comenity. Which is signed by ******* ****** "customer advocacy". If ******* is truly customer advocacy she would/should have returned my call. ******* is suppose to be an advocate for the customer. If ******* was actually concerned about helping/assisting me through this ordeal she would have wanted to hear my side of the situation. But of course I have not received a returned call.
Now today on the Pier 1 statement. Comenity is now charging a statement fee that was never applied in the past. Had now added additional late fees and charging a nominal interest on top of all the fees. Every single late fee and additional fees would have not occurred if I was treating as a valued customer by ********************** on January 13, 2025. If the account was not closed the customer service representative would have reversed the fee because she would have had access to the account.
Thank you,
******* *********Initial Complaint
Date:02/20/2025
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.
Comenity Bank changed my credit card limit without consent. They also owe me $926 from an overage from Zales and has already denied the check once, resulting in further financial hardship for myself. They also tacked on a $99 fee they will not take off, which was not my fault, rather Zales due to an ignorant sales associate that was poorly trained. Comenity Bank customer service associates also have limited knowledge of the claim and will not transfer me to talk to anyone else that may know why the check was stopped and "failed". They have only told me to "please be patient with us." I am asking this be resolved ASAP. I'm also asking for a financial settlement and letter be sent to readjust my credit.Business Response
Date: 02/20/2025
We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 02/21/2025
[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,
******* *****
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