Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,244 total complaints in the last 3 years.
- 1,316 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:02/13/2025
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.
All accounts with this bank was paid in full by a balance transfer in December. 2024. Since then they have harassed me relentlessly. I closed all accounts with them.
Business Response
Date: 02/13/2025
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: 02/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22936958
I am rejecting this response because:
I have had no contact from Comenity bank. Attached are the letters stating my transfers were sent.
Regards,
***** ********Initial Complaint
Date:02/12/2025
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.
This bank closed their business entity and then unenrolled me off of auto pay and then charged me ***** in late fees and 9.00 in interest becuase their storrs were closing. They also hit my credit for a decrease of 50 points. I am very angry and this needs to be fixed.Business Response
Date: 02/13/2025
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: 02/13/2025
[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:02/12/2025
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 previously had a Victoria Secret credit card. In November 2023, Comenity Bank closed the account for unknown reasons. Currently, I am trying to apply for a credit card again. The representatives are giving misleading information. I was told to go into a Victoria Secret store to apply for a credit card. The store associate could not help me. Victoria Secret system recognizes that I have a credit card that I can not use. The representatives purposely transfer my calls to different departments or disconnect the phone.Business Response
Date: 02/13/2025
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:02/12/2025
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 was sent a privacy notice from you, I don’t have any accounts with your bank. Where was my information obtained???Business Response
Date: 02/13/2025
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.Customer Answer
Date: 02/25/2025
I received a notice from your bank regarding privacy . I do not have an account with you. Why are you sending this to me?
Regards,
**** ********Initial Complaint
Date:02/12/2025
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.
I have NO merchandise from this business and somehow my bill is over ******. They reported my non payments to the credit union thus lowering my credit score. In all my life i have never dealt with such fraud. I want them to remove their business from my credit report and to lesve me alone. I OWN THEM NOTHING AS I HAVE NO MERCHANDISE FROM ************. NONE!!!!!Business Response
Date: 02/12/2025
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.Customer Answer
Date: 02/13/2025
[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:02/11/2025
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.
I financed a wedding ring through Kay Jewlers and made my payments on time. Being very young I feel like I was taken advantage of by Kay jewlers sales reps and signed up for a Kay jewlers credit card. I was told by Kay jewlers employee that as long as I made my minimum payments I would be able to pay the credit card off within the promotional plan time period. The employees excluded that if I did not pay the card off then the interest accrued over the two years would be added on to my credit line and my interest would change to a higher interest rate. With the interest that has accrued added to my credit card, it has went above my credit limit and is negatively effecting my credit. The only problems I've had making on time payments are when auto pay for Kay jewlers was not working properly or when I was not able to log in to Kay jewlers website to make payments because website was down. Those late fee charges were suppose to be removed and have not. Over the past 2 years I have switched jobs, moved cities, got married, had a child, taken in a child for temporary care. In all of these instances the Kay jewlers comenity credit card has never fell behind. After, accrued charges were added to billing. It has taken toll on my marriage, living situation and financial struggles.Business Response
Date: 02/12/2025
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:02/11/2025
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.
cards are being opened without my consent or at least i am getting letters and cards i did not apply for - need better and more thorough procedures on their end. i received one for saks, one for ulta, and i received something for ******** secretBusiness Response
Date: 02/11/2025
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:02/08/2025
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 ************ (Issuer of B&H Payboo Credit Card)[Banks Mailing Address or **************** Email]
Subject: Formal Complaint Regarding Unjust Interest Charges B&H Payboo Credit Card
Dear **************** Team,I am writing to formally dispute the interest charges on my B&H Payboo Credit Card account. Despite making timely payments and utilizing automatic payment features, I was unfairly charged $252.94 in interest after my account displayed a No Payment Due message on the due date.Background of the Issue:Scheduled Payments: I had already scheduled two payments to cover my charges in full.Automatic Payments Enabled: My account had an active autopay setup.Misleading Account Status: On the due date, my account stated that no payment was due.Unfair Interest Charges:
A few days later, I checked my account and saw an excessive interest charge of $252.94.Customer Support Response: Upon calling customer service, neither the agent nor the supervisor (ID ***** offered any resolution. They refused to remove the charges despite my valid concerns.
Requested Resolution:A full reversal of the $252.94 interest charge, as I had made timely payments.A clear explanation of why my account indicated No Payment Due while interest was still being accrued.A review of the automatic payment system to prevent misleading billing ************** Steps:If this issue is not resolved within 14 days, I will escalate my complaint to the ************************************************************ (****) and the ************************************ (****) for further investigation.
I believe these charges are unfair and deceptive, and I request immediate resolution.
Please respond to this complaint in writing at your earliest convenience. You can reach me at ****************************************
Business Response
Date: 02/10/2025
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.Customer Answer
Date: 02/13/2025
**** ******* <****************************************>
Wed, Feb 12, 7:44 PM (20 hours ago)
to Better
i dont see the new message.
Best Regards
****Initial Complaint
Date:02/08/2025
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.
Subject: Dispute on Billing or Account Charge for CB/JCREW Account Description of Complaint:I am writing to file a complaint regarding my CB/***** account (account number: ****************), which I opened on 06/16/2016. The balance on my account is showing as $586.00. I have concerns regarding this charge, and I believe there has been an error in the billing or account activity. I am requesting a thorough review of my account and the associated charges.I would appreciate it if your team could look into this matter, provide clarification, and assist me in resolving this issue promptly.Thank you for your attention to this matter.Business Response
Date: 02/10/2025
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:02/07/2025
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 formally request the removal of a hard inquiry from my credit report related to my application for a Lane Bryant credit card on 02/06/25. When I applied for the card, the in-store representative assured me that the credit check would be a soft inquiry only. Based on this information, I proceeded with the application, only to later discover that a hard inquiry had been placed on my credit report.
I feel that I was given misleading and inaccurate information, which led me to make a decision that I otherwise would not have made. I believe this was unfair and not in alignment with fair consumer practices. Because of this misunderstanding, I respectfully request that Comenity Bank remove the hard inquiry from my credit report as an act of goodwill.
I have been a responsible consumer, and I value the relationship I have with your company. Removing this inquiry would not only be greatly appreciated but would also help maintain goodwill between us.
Please let me know if there are any additional steps I need to take or if you require further information. I look forward to your positive response and appreciate your time in reviewing my request.Business Response
Date: 02/10/2025
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.Customer Answer
Date: 02/21/2025
'******* *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
Thu, Feb 20, 11:07 AM (21 hours ago)
to disputeresolution
The company never responded nor sent me anything, please reopen.Customer Answer
Date: 02/21/2025
I have not heard back from the company or any representative!
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