Complaints

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

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  Comenity Bank

  3095 Loyalty Cir Bldg A Columbus, OH 43219-3673

  
• 

  WFNNB/Cosmetic Credit

  8035 Quivira Rd Ste 100 Lenexa, KS 66215-2746

• 

  Comenity Bank

  PO Box 659705 San Antonio, TX 78265-9705

• 

  Comenity Bank

  12921 South Vista Station Blvd Draper, UT 84020

• 

  Breadpayments.com

  PO Box 783186 Philadelphia, PA 19178-3186

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:06/11/2025

  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.

  To Whom It May Concern,I am filing this complaint against *** Jewelers due to a breach of their one-month payment deferral policy during the June 2024 wildfire relief efforts. During this period, our region was severely impacted, and our company was temporarily shut down due to mandatory evacuations and hazardous ************* part of consumer protection during this natural disaster, I was notified by the ************************************ (CFPB) that certain creditors, including *** Jewelers, were offering payment deferrals with zero minimum payment due and no late marks reported to credit bureaus during this emergency.I contacted *** Jewelers in good faith and was informed that I would receive a one-month deferral for June 2024, with no payment due and no negative impact to my credit report.Despite this, *** Jewelers marked my account as late, which violated the terms of the agreed-upon deferral and has negatively impacted my credit score. This is not only a breach of promise but also highly unethical, considering the circumstances of a natural disaster where thousands of businesses and families were affected.I am requesting the following actions from *** Jewelers:1.Immediate removal of any late payment marks for June 2024 from my credit report.2.A written acknowledgment confirming the account was in deferral and no payment was due in June 2024.3.Confirmation that they will correct the record with all credit bureaus (Experian, Equifax, and **********).This has caused undue stress and harm, and I expect this to be resolved quickly and fairly. I am happy to provide documentation, including CFPB notifications and any prior communication with *** Jewelers.

  

  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: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.

  Last year i applied for credit with Lane Bryant and purchased $5.41. As time progressed I recd and email with statement I attempted to pay but since I had not recd CC i was not able because I needed account. I contacted LB and they gave me my balance and went into the store and paid 5.41 and they said my balance was 5.41 plus a late fee of 10.00. I tried pleasing with them that they failed to send me CC, pls note as of Today 6/11/2025 they have failed to send my credit card, which I am fine with that. But LB has continuously been assessing late fees. It has been a nightmare dealing with CS and supervisors to the point that they seem to take my plea personal. My credit is being affected by their negligence. I’ve called, sent letters with no response back in writing, with no luck. I want to correct my account so my credit does not reflect negative impact.

  

  Business Response

  Date: 06/11/2025

  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: 06/11/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:06/11/2025

  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.

  Comenity Bank has suspended access to my credit limit after satisfying the complete balance on my BootBarn Credit Card. In April 2025, I was approved for a BootBarn Credit card through the employee credit card program. I shopped with the card in April 2025.

  On May 2, 2025, I made a good faith payment of $50 and on May 16, 2025 I also attempted a 2nd good faith payment; both payments were made prior to a statement and monthly payment being generated. My May 16th payment was returned due to an oversight on my end.

  On May 30, 2025, I contacted customer service about making a payment because I was looking to take advantage of a special offer sent to me by Comenity Bank and was advised by the *** that took the call that the fastest way to get the payment to post was to pay in store. I was also advised by the *** to have the store manager contact the authorization department to confirm the payment so that I could commence shopping with my card.

  After confirming the payment and trying to shop with my card, my purchase was declined and subsequently cancelled because Comenity Bank had suspended my credit privileges citing the returned payment and the need for 3 successful consecutive payments or a $0 balance to satisfy the returned payment and then lift the suspension.

  They still have not as the date of this complaint lifted the suspension to re-instate my credit privileges as my account has never reflected a late payment, an over-the-limit penalty, and the account has been paid in full this long before any statement(s) had been generated.

  

  Business Response

  Date: 06/11/2025

  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: 06/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 23454739
  
  
  
  I am rejecting this response because: 

  Comenity Bank is in direct violation of the Fair Credit Trade Act by not informing the consumer of the remedy to a return payment when the consumer made contact seeking advice on payment options, and also making a payment long before the due date had been generated by the monthly statement with that made payment being higher than the interest payment reflected on the statement.  
  
  
  
  Regards,
  
  
  
  Allen Johnson, Jr.

• Initial Complaint

  Date:06/11/2025

  Type:Order 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.

  Dear Better Business Bureau,I am writing to formally file a complaint regarding an account reported by **************** that is negatively affecting my credit report. I do not recognize or acknowledge ownership of this account, and I have attempted to obtain validation from Victorias Secret without success.Despite my efforts, the company has failed to provide any documentation proving the validity or details of the alleged debt. This unresolved account is harming my ********************** score and significantly impacting my ability to meet important personal and financial goals.I respectfully request that the BBB investigate this matter. If the company cannot validate the account, I ask that this negative and inaccurate information be removed from my credit report as soon as possible.Thank you for your time and attention to this serious issue.

  

  Business Response

  Date: 06/11/2025

  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:06/11/2025

  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 have had my ******** secret credit card since 2018 and I have never been late on a payment which is due on the 5th of each month this past month June 5th I ended up making my payment on June 7th and I also had a return I did for $59.99 so I figured that would cover the charge but I still also made a payment of $37 and they still charged me a late fee and told me the only thing they can give me is $15 dollars towards the late fee they are unable to waive the full late fee charge. I think that is horrible service and especially for how long I have been with this company. I am not happy with the way they have treated me. I have never complained to the BBB but I feel like this is inexcusable and not helpful to the customer. I feel like paying the card off and closing it but it will hurt my credit so the only thing I can do is file a dispute against them.

  

  Business Response

  Date: 06/11/2025

  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:06/10/2025

  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.

  Original transaction 032125. Amount $490.48. Paid in full on due date 051325 via telephone. Dispute is a $15 late fee assessed to my account because they claim payment was late.
  I called on 061025 to have the late fee removed, they refuse and said they originally remove 1/2 the late fee and are only allowed to remove half, I asked for this in writing and the 3 people I spoke with could not provide this.
  The statement front page specifies that late fee may be applied if paid AFTER 051325, another place on the statement front page it says MAILED payments must reach them by 5pm ET on 051325. It does not say anything about phone payments on this page, although they make great effort to let you know all payments must be received by 051325, or if mailed by 5pm.
  I called them at 215pm PT and payment was processed at 237pm PT.
  On page 2 in very tiny print it says pay by phone, cutoff time 5pm ET. Nobody reads the tiny print, especially when similar is spelled out in bigger print on the front page! Except, it only says BY 051325….

  

  Business Response

  Date: 06/11/2025

  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: 06/11/2025

  *********
  
  Until I receive the response I cannot accept it as a resolution.
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:06/10/2025

  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.

  My dispute is due to this company ruining my credit by claiming I owe a debt that I do not owe. I never made a purchase after paying my account down to a zero balance in 2024. After this I received a bill for a late fee and disputed that. The late fee continued to multiply and I refused to pay and kept sending dispute letters. Later in the year I was reported to collections by the company and continued to be dismissed every dispute I attempted was not overturned. I have now lost my credit with over 6 cards being closed and my credit has taken a huge hit due to this invalid debt. Currently, I am unable to obtain new credit from any reputable creditor and Victoria's Secret has sold the debt which led to that company also reporting to my credit. The affects are devastating and I have exhausted almost all of my options aside from hiring an attorney which is my next move if the company does not resolve the issue on all parts.

  

  Business Response

  Date: 06/10/2025

  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:06/09/2025

  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 have been not only a loyal Victoria Secret card holder but also a Buckle card holder for years.

  My problem is with the website for paying on my Buckle card. For probably the last year everytime I try to log in my username auto-populates but when I enter my password it tells me my account cannot be found. I have used the same password this entire time too. I then will go to the forgot username/password link and put in my username that the website auto-populates with my zip code and last 4 of my social and again tells me my account can't be found. I don't carry my account number/card with me so I have to wait until I get home to enter my account number/zip code/ssn and the system miraculously finds my account!

  With the username I JUST tried logging in with! I have incurred a few late fews because of this issue with the website. I've never had a problem paying my bill in the past; just these last few months the website has been a problem. I called customer service 3 times only to be told my account isn't eligible for a late fee refund because I received a refund a few months back. But that was only because I couldn't get into my account online. And it happened again!

  I couldn't pay online because of said website problem. I just want the late fee waived again one more time because this was beyond my control. Also out of the 3 times of calling customer service I was hung up on twice. I would love to continue being a loyal customer but not until this issue is resolved. I always make my payments on time but it's hard to do if I can't log in.

  

  Business Response

  Date: 06/10/2025

  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:06/09/2025

  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.

  Made a purchase in December 2024 from ****** using the Archarge credit card. Was told a 24-month promotional balance with 0 interest if paid within 24 months. Received an email from Comenity Bank stating that my balance needed to be paid in full by June 2025 or I would be charged all deferred interest. Upon calling customer service, I was told that nothing could be done because the purchase was made over 60 days ago.

  

  Business Response

  Date: 06/09/2025

  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:06/06/2025

  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.

  Dollar value: $5.54 & continued interest and late fees after the account was paid in ******* account was wrongfully closed. The bill was paid in full in January 2025. I received a letter in May 2025 stating that my account was closed for non-payment. I contacted Comenity bank via telephone & written letter (May 23, 2025) showing receipts that the bill was paid in full. They informed me that I still owe interest & late fees after February 2025. My email receipts will show that all was paid in full down to the $5.54. I paid the $5.54 again and now they are charging me additional late fees & interest. The account was closed and affecting my credit score. I want them to correct this matter & change the status of my credit report. December Bill statement: $263.94 Paid on January 20, 2025 *********************** $5.54 Paid on February 23, 2025 Now they are telling me I owe them $76.70 by June 20, 2025

  

  Business Response

  Date: 06/09/2025

  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.