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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

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Comenity Bank has 121 locations, listed below.

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    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 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/20/2025

      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 paid my Bealls account off in November and they are reporting me late in December and January. I called them multiple times. I was hung up on three times and it took 6 calls together anyone to try to address this. I am asking that this gets corrected please.

      Business Response

      Date: 02/20/2025

      This complaint was sent to the wrong company. Please send the complaint to Comenity Bank that administrates the **********. Credit Card for further assistance. Comenity Bank; ***************************************

      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.
    • Initial Complaint

      Date:02/20/2025

      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 paid my balance in december full balance owed also canceled my card so they send me new bill 2 months later with ***** added to a late charge on a closed account i closed this card due to terrible customer servive and they just keep tacking on my bill instead of closing my account i called and the *** said they will just keep on charging i dont have extra cash to just throw my money away i paid for the items i bought ill never buy another thing from thier store again this is very frudulent i closed my card 2 months ago

      Business Response

      Date: 02/19/2025

      This complaint was sent to the wrong company.  Please send the complaint to Comenity Bank that administrates the Bealls credit card for further assistance.

      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.
    • Initial Complaint

      Date:02/20/2025

      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 purchased my wedding ring from *** jewelers using their credit card which is through comenity bank. Had a contract for 18 months. I financed about 3400. I made the final pay in January and was paid in full on Jan 31. The bank took 4 business days to process the last payment and because my promotional date ended the 25 of January .. comenity added 1500!!! In interest. That is almost 50%...

      I have been calling non stop and they are giving me the run around. Transfering me all around when I ask for a supervisor or anyone that can help. No one seems to help and they all say they can't do anything. I told them I want my account closed and that I will not be paying that ridiculous interest.. all this after I just had kids this year and have been working so hard to fix my credit score.. now I have to deal with these scammers just trying to prey on customers... ********* is nothing but bad news and is just out to s**** over people out of their livelihoods.

      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: 02/23/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22965714

      I am rejecting this response because: 
      No one has bothered to reach out to me from comenity Bank. They said nothing can be done over the phone. No email responses from them at all. 
      Regards,

      ******* ****
    • Initial Complaint

      Date:02/19/2025

      Type:Customer Service 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 bank will not speak with me about the refund they stated they would issue me, every time i call they hang up on my and did not have authorization to take money form my person checking account

      Business Response

      Date: 02/19/2025

      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:02/19/2025

      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.

      Bank closed two credit card accounts (Victorias Secret and Express - both retail) without notifying the consumer.

      These two cards have been open since 2005 and were providing a long standing credit history, and the bank closing these accounts without notification has significantly impacted my credit score. Bank will not allow the accounts to be reopened to reestablish that history.

      Business Response

      Date: 02/19/2025

      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:02/19/2025

      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 fully understand the terms of the deferred interest promotional plan and had every intention of paying off the balance within the promotional period.

      In the final month, I made a lump-sum payment of $5,858.71 from my account on 8/22/24, which reduced the remaining balance to $200 (please find supporting documentation included).

      My wife had automatic payments set up for $200 per month from her banking account that began with the origination of the account, and we were both under the impression that this final $200 payment would process automatically, bringing the balance to $0 and fulfilling the terms of the promotional plan.

      Unfortunately, I was unaware that the lump-sum payment had deactivated the automatic payment setup. This technical oversight was entirely unintentional, and as my payment history demonstrates, it is out of the norm for us to miss any payments.

      I encourage you to review our credit reports, confirming our consistent track record of paying bills on time and in full.

      The first notification we received about the $7,013.99 charge was on 09/08/24. As soon as I saw it, I immediately made the $200 payment that had not been processed automatically, hoping to resolve the misunderstanding by contacting Comenity. They allowed me to open a dispute, and since 09/09/24, we have been fighting this issue without any resolution. I have submitted four packets of documentation and letters requesting compassion in this matter.

      My wife and I have spoken with Comenity’s customer service multiple times, yet no one has been able to assist us. We have not been given access to anyone in the dispute department, and the frontline customer service representatives have been unable to provide a solution. At this point, we are frustrated and unsure of how to proceed.

      Business Response

      Date: 02/19/2025

      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: 02/19/2025

      Hello,

      I am a little confused about whether to reject or accept the message since it states that they will contact us. I dont want to accept it if it will close the case because it is still unresolved. 

      Any guidance is appreciated. 
      Thank you

      *****

      Customer Answer

      Date: 02/20/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22960865

      I am rejecting this response because: 

      Hello,

      I am a little confused about whether to reject or accept the message since it states that they will contact us. I dont want to accept it if it will close the case because it is still unresolved. 

      Any guidance is appreciated. 
      Thank you

      *****



      Regards,

      ***** ****

      Customer Answer

      Date: 03/08/2025

      Subject: Update on Complaint Against Comenity Bank
      Dear Better Business Bureau,
      I am following up on my complaint regarding Comenity Bank and the handling of my Arhaus Credit Card account. Since my initial complaint, I have received a formal response from Comenity, which I am attaching along with supporting documentation for your review.

      Their response confirms that they adjusted my automatic payment without clearly communicating how one-time payments impact scheduled automatic payments. The wording they rely on states: "That means well reduce or cancel an automatic payment, depending on the amount and timing of your one-time payment."

      This vague language leaves room for misinterpretation and does not explicitly inform customers that their automatic payment may be entirely canceled, rather than simply adjusted.

      In my case, I made a large payment toward the promotional balance, leaving only a final payment, which was expected to be processed automatically, as had occurred every month prior. Due to Comenitys adjustment, my final payment did not process as expected, causing accrued interest to be applied. Had I been clearly informed that my automatic payment would be canceled, I would have taken the necessary steps to ensure full payment before the promotional plan expiration date.

      I believe this is an unfair and deceptive practice, as Comenity failed to properly notify me of this critical adjustment. I am requesting that Comenity:
      Remove the accrued interest charges due to their failure to provide clear and transparent disclosure regarding automatic payment modifications.
      Improve their disclosures to ensure that customers are explicitly informed when a one-time payment will result in a canceled automatic payment.

      This matter is also under review by the ************************************ (****), and I will continue to escalate if necessary. I appreciate the BBBs assistance in holding Comenity accountable for its lack of transparency and request further review of this case.
      Please let me know the next steps or if additional information is required.
      Sincerely,
      ***** ****

       

      Customer Answer

      Date: 03/08/2025

      I had to change the picture format to reupload.
    • Initial Complaint

      Date:02/18/2025

      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 am writing today after I had an enlightening discussion from your representative, ****. My call today was finally transferred to someone (after numerous calls) that provided helpful information – which was providing me with the billing dispute address (no email address is convenient). I have been a LOFT/AT customer for over 30 years. I have used numerous credit cards through Comenity and have never had this issue. This situation, by far, was the worst incidence of customer non-service I have ever experienced from any company. 
      Last year, I decided to open another Loft credit card. When I realized that I did not receive a bill from your company in the mail (delivered to the house – paper), then I called several times and indicated that they must send a bill to my address. 


      This was all that each of those calls were about – just sending it via paper bill to my home address and trying to reconcile the bill. I was assured that the person was taking care, and that I should receive a bill. Next month – no bill – for which I began to receive later charges on the account. I assumed that when I spoke to them (your customer service), and they assured me that I would receive paper bill at my home – it would come. To-date, after all of those months, I have never received a paper bill. I had called several times after that to even up the bill, but now there are months of late charges pending. During these calls, I confirmed that they were switching my bills to paper to be received at my home address, requested to speak to management – which never got on the call – I was just left hanging and requested to speak to someone in the United States which your customer service representative acted like they had no idea about what I was requesting.


      In July 2024, when I realized that there are one of two things happening here – either you are trying to make me incur additional costs (aka late fees) to get more money from me, or you are a poor example of customer service (not listening or doing what I requested for the bill) that does not care at all about your customers. In July 2024, I decided to add up all that I had purchased (in fairness) and pay that off – which I did - since I do pay all my bills and on time. Then, with your corporate greed, you decided to just keep pouring on the late fees.


      Now we are here. All the pending charges which have complied are late fees. I did try to go over this with many of your CS personnel, but they do not seem to understand or do not want to understand (just like sending me a paper bill). I will never use your card again. I am just disgusted with the way you run your company. If I could sue you for harassment, I would considering how many calls, texts, and emails I have received. 


      I propose that you drop this pending action and call it equal since I have provided payment for everything purchased. 


      Regards, 
      ***** *******


      Business Response

      Date: 02/18/2025

      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:02/18/2025

      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 closed my credit with ********** Secret 2 years ago or more, I don't remember well, and they never told me that there was a balance of a few cents, they never called me or sent me emails or papers telling me about this balance, now I see in my credit report that I owe more than $1500!!

      It's absurd, I want to solve this problem because it's not fair that I pay more than $1500 just because they never told me that after closing the account there was still a balance of cents to pay.

      Business Response

      Date: 02/18/2025

      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:02/18/2025

      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 would just like to ask the company to offer a one time fee courtesy of $41 for a late fee I received when I submitted my payment ONE HOUR too late. I have spoken with customer service **** who say I am ineligible because I had a fee credit in 2023. That was a long time ago and I had no idea the cut off was 5pm. I made my payment at 6 pm. Now I know. Could I please just have a ccredit for the $41 that **** charged when I made my payment 1 hour late? I won't do it again.

      Business Response

      Date: 02/18/2025

      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: 02/24/2025

      [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:

      ******* has agreed to credit me for the late fee and I now see the credit on my account.  THANK YOU for your assistance in resolving this, BBB!

      Regards,

      ****** ****
    • Initial Complaint

      Date:02/17/2025

      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.
      Company closed my account for the fourth time since 2006 without notice, this is negatively impacting my credit score and I did not ask them to close it.When I call them the automated system says they cannot reopen accounts closed by the bank.I did not close this account, I want it reopened as it was supposed to be all along.

      Business Response

      Date: 02/18/2025

      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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