Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,483 total complaints in the last 3 years.
- 1,315 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:06/16/2025
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.
This company is trying to say I made my payment on 04/04/2025 when in fact i called here company directly at # ************ and made he payment of $113.90 and confirmation # is ******. I will file with CFPB as well. So now comenity bank is sending bills in the amount of $103.00 for late fees and interest. I always pay my bills in full before or on the due date, ******* is also date paid
Business Response
Date: 06/17/2025
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:06/16/2025
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 opened my Torrid account on 10/2/2024. I have always paid the bill on time. My February 2025 paid was paid in full on the due date of 02/01/2025. I was charged a $30 late fee. When I called customer service I was connected to an associate in ************. I could not understand her on the phone and asked to be transferred to *****************. I was put on hold for 10 minutes then she hung up on me. I then called back and could only get a recording. I asked several times for customer service. It did not work. I tried several times to get a person on the phone with no success so I closed the account. i waited a few days and called back. I spoke to "******" on 02/26/25. She would not remove the late fee and I requested a supervisor. I was connected to " ******" who said that he was a supervisor and could not remove the charge since I had closed the account and it was over 5 days. I asked him to open the account and he would not. I work at a job 42 hours a week and care for my Mother who is 83. I don't have time to call customer service every day.Business Response
Date: 06/16/2025
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/18/2025
Can I get a mailing address for the Better Business Bureau not email. I will send a hard copy of everything to you.Initial Complaint
Date:06/15/2025
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.
MISLEADING FALSE REPORTING Comenity Bank Account ***********************This account is inaccurate and I'm seeking litigation please delete at once. This inaccurate information is reporting on my credit report I will want it to be removed now. I sent letters on 05/30/2025 and nothing has been resolved. I want it deleted now.Business Response
Date: 06/16/2025
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Customer Answer
Date: 06/25/2025
[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,
Kimmeka SmithInitial Complaint
Date:06/15/2025
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 mailed a payment in full to Comenity-Maurices Credit card in the amount of $140.60 on June 2, 2025, along with the credit card. The post office said the envelope would be delivered on June 5. As of today, June 15, the check has not been cashed nor has my payment in full been credited. I do not want to be penalized for their error.Business Response
Date: 06/16/2025
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:06/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid ******** secret in full and canceled card they refuse to close account keep sending new cards and giving new charges with no bill. They keep adding new fees and will not allow the closure or update contact information. Its really weird and it is extortion.Business Response
Date: 06/13/2025
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:06/12/2025
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 June 12, 2025, I made an early payment of $200 to my credit card account ending in 3269. According to my statement and online records, this payment was posted on time. At this time, is when I was notified that my promotional plan ended and hundreds of dollars in interest would be charged to my account. In my next billing cycle June 26, 2025, I will charged an interest fee of $1634, which I believe was incorrectly applied and should be waived. I contacted the banks customer service on June 12, 2025 and spoke to a customer relations supervisor, who was unable to provide a waiver of interest charges. I was told the interest was "residual" and could not be waived, even though my payment history does not warrant such a charge. I tried to pay off the remaining balance in full ($1874.96) over the phone and in store. I have reached out to the bank via phone multiple times, requesting a waiver of the interest charge. I was told the fee would remain. I would like ************** to waive the unjustified interest charge of $1634 and ensure no further interest is applied unless properly justified. I also request written confirmation of this correction.Business Response
Date: 06/13/2025
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: 06/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23463002
I am rejecting this response because:
Regards,
****** *****Initial Complaint
Date:06/12/2025
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.
On May 23rd I ordered PS Rewards and normally (Ordered a ton of times before) an email automatically sends me a code within 48 hours. It is now 6/12/2025 and I have not received my code(s). I have called their CS line and emailed multiple times. I get the same answer but no code(s). I have told them I would be coming to the BBB because their service has been horrendous.Business Response
Date: 06/13/2025
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: 06/13/2025
[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:06/12/2025
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.
******** Secret transaction 2/26/2025 opened up a new account with ********************/ Master Card Paid $42.35 April 3, 2025 electronic payment thru my bank. (paid off the total due $42.35) Posted by Comenity April ******* Called Comenity May 20 and closed my account, *****, June 5 and June 12 to try and resolve the $30 a month late fee plus interest. Now the account is $66.00 and increasing every month.Because I closed the account ******************** cannot/will not remove any fees but they continue to add fees every month.Business Response
Date: 06/12/2025
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:06/12/2025
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 have a very limited amount of funds and express decided to take $2.99 from me over the past 6 months totalling $13.65 and I have also explained to them individuals illegally accessed my personal device and all of my ********************** forcing me to have to handle my accounts only via paper form. Please get the issue rectified and for the company to refund my money and stop charging me and trying to force me into a very uncomfortable way of handling my account.Business Response
Date: 06/12/2025
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:06/11/2025
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 Breadcash Credit Card.
On 05/24/2025 moved to another city from ************** to ***************, and I had to change the bank account, Honestly with all the moving, I forgot to change the bank account from the card, the day 2nd of may (same day of my due date) I called them (Comenity Bank) and I did the payment Online with the new ********** account , but because was past 5 pm, they told me that I have to pay a late charge of $30.
I requested to speak to a supervisor, and that person told me they were to refund the late fee due it was my first time. I paid that day online and I set up the account with the new bank account.
One month later i did the payment 05/31/2025 with the same bank information that was saved in the page, and today someone told me that my payment didn't pass thru and that I was late again, when I check my account, I found that I have $80 fee charges from last month, plus more charges from this month.
I honestly think this bank is a rip-off, I called customer service, they don't listen, looks like they are trained to rip people, I'm very disappointed and mad a this Bank, I requested to close my account, and I been told to pay the whole amount that I owe in order to close it.
Comenity states that ********** refuse to do the payment or deny it, I called ****** they state the payment was never sent to them.
I can't believe this is happening, how a Bank can act like this nowadays.
I just want people to be aware of this Institution because I don't have any good expectations from this bank.
Business Response
Date: 06/12/2025
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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