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:06/02/2025

  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.

  I have been a Victoria Secret/Pink credit card holder since 2014. On Friday May 30, 2025 I received my bill and noticed that I was now being charged $2.99 to receive my statement. Today, Monday June 2, 2025 I called the number on the back of my card to talk to someone about this charge. I explained that do not have regular access to the internet, I am 55 years old and on-line banking including receiving emailed statements does not work for me. Not everyone has good Internet and when I do get to a place where I can review my emails it is over whelming due to all the crap that is sent to my email, Victoria Secret also send a fair share of non billing related emails as well.
  
  NOTE: I had been a Victoria Secret customer for a lot longer than the past 11 years and a pretty good regular customer which if someone actually cared about a customer could see solely based on my purchase history. Not to mention many of the staff at the *** ***** ********* store know me and my girls by name as we frequent this store on a regular basis.
  
  I have other credit cards that also want me to switch to online billing, again this does not work for me, due to my limited internet access, all these other companies have worked it out with me by continuing to send paper statements and are waiving this ridiculous statement fee. One would think the 35.99% interest fee being charged would cover any postage fee. The employees that I talked to today would only comment about the price of postage keeps going up. I mentioned I only get 1 statement each month, yet I get numerous mailing each month and the representative only stated that the advertisement mailings are not from the billing department, she could not address that matter. Unfortunately, I was so upset with this alleged supervisor I had no other option than to close this credit card account.
  
  To keep me as a customer, the only resolution is to reopen this same account and send me a paper statement without any statement fee.

  

  Business Response

  Date: 06/04/2025

  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: 06/16/2025

   Comenity Bank Has not responded, in the last correspondence it said it could take up to 30 days for them to respond, so I do not understand why this was closed.  I also filed this complaint against ***************, not Comenity Bank.  I understand the issue is about a statement fee, but *************** hired Comenity Bank to handle their credit services. So I based on ******** Secret push to Comenity Bank to handle this response just tells me that *********************** doesnt care about their customers and doesnt care that their is another company representing them and ruining their name.  I am here to tell you I am done with ******** Secret because of this issue, as it appears to me they really dont care.  Comenity Banks customer service is so bad they dont even have a customer service line to even attempt to resolve any type issue.  There is not anyway to talk to them if there is a problem.  They have ridiculous fees for everything and pray on the lower income customers with their fees.  I cannot even believe some of the fees they charge are even legal.  
  

• Initial Complaint

  Date:06/02/2025

  Type:Product 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.

  So Many years ago, I signed up for the *************** Mastercard provided by ************** while in *********. At that time, I had Diamond Status and held that for some time. This year, I lost my Diamond Status, and I decided to use my Caesars Credit Card to regain it. I made the Necessary purchases and already paid them in full. I began questioning them way over a month ago about my points not showing up. They don't print anything on the statement to show users how many points they received for the month. I called many times, each time being lied to by the representatives who work the phones. They said I need to call Caesars. I was sure they were lying, and today I received a response from Caesars confirming my suspicions were correct. Their people has even hung up on me.

  

  Business Response

  Date: 06/03/2025

  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: 06/12/2025

  They never Contacted Me.  They claimed to BBB tthat it was personal Information that they had to contact me dirrectly but there was no information that would have been Personal to me.  It was their way of Getting BBB off their Back.  At this time it should stand as an open Issue never resolved by the BBB.  If it whould ever be resolved I would be happy to let the BBB know.  They Never Follow up with Customrs for any reason regardless of what they claim!

  Customer Answer

  Date: 06/13/2025

  They never Contacted Me.  They claimed to BBB tthat it was personal Information that they had to contact me dirrectly but there was no information that would have been Personal to me.  It was their way of Getting BBB off their Back.  At this time it should stand as an open Issue never resolved by the BBB.  If it whould ever be resolved I would be happy to let the BBB know.  They Never Follow up with Customrs for any reason regardless of what they claim!

• Initial Complaint

  Date:06/02/2025

  Type:Product 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.

  Purchased a royal blue winter coat from ****** ******** for $73.00 and some cents. Shipping and handling was $9.99. Totaling $83.00 and some cents. When the coat arrived at my ******************************** **, Mi. I put the coat on to see if I could fit it. The coat fit perfectly but the pockets had not been stitched together, there was holes in both pockets. I Called ****** ********, spoke w/ a service rep. ********* to her what happen and she told me to take pictures of the damaged pockets. She gave me the email address so that I can take pictures of the damages and email it to them. **************** rep. **** sent me a label for shipping to return the coat *** and I did. Almost a week later, I spoke with a customer service rep. *** she told me that the coat was returned and they received it and $73.00 will be credited back to my account. She said ur all set have a good day. Come march 2025 I get a bill saying I owe them. April, I received another bill of ****** plus late fees. I owe ****** ******** nothing. There coat was returned back to them. Called several times, they argue with me and now still trying to charge me for a item that they already received. Ive disputed my claim with comenity bank, transunion and equifax. My credit score has went from 723 to 650. ****** ******** are ****** and care nothing about there customers. Please help me with this. My ********************** was A-1. Before This purchase. I am beyond devastated with this company!! Once again I owe them $0.00 (nothing) Thanks so much for your help

  

  Business Response

  Date: 06/03/2025

  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:06/02/2025

  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.

  May 1st called my place rewards, bill as for *****, when my charge was only *****. Was told I was charged 2.99 paper bill charge. I had just opened this account online, was not aware there would be. Paper bill charge. **************** said they would refund that charge. I then said when that was done, I would close account, as I had just opened it. I am now being charged ***** late fee on that 2.99 fee that was supposed to have refunded. **************** said they cant help me, I would continue being charged late fee !

  

  Business Response

  Date: 06/03/2025

  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: 06/12/2025

  ******** *******-**** <*************************>
  1:43 PM (1 hour ago)
  to Better
  
  
  I have not received any reply from constituency bank

• Initial Complaint

  Date:06/02/2025

  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.

  H363137**3238313831H transcribed from handwritten letter received via US Mail:Dear *** or Madame:I&#**;ve never had an accouont with Woman Within. I had an accouaont set up in my name (illegible) that I paid off because I did not want my credit harmed. My name and social security was used by ******* ****** and her daughter ********* ****** (illegible) of **********, ********I&#**;ve paid off another account set-up in my name.

  

  Business Response

  Date: 06/02/2025

  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:06/02/2025

  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.

  This is not about a purchase, it is about Comenity Bank falsely reporting my account as deliquent.

  On Tuesday, May 27, 2025, I received notification from my credit monitoring service that my Comenity Ulta Rewards MasterCard was being reported delinquent by Experian. I contacted the monitoring company and was told to Comenity which I did on May 29, 2025. I spoke with three different **** who were not helpful. Then spoke with ****** who transferred to Ms. ******** a supervisor got on the call. I explained to her that my account was erroneously being reported as over two months delinquent even though the payments had been withdrawn from my account. Ms. ******* alleged that my payments were being made through checks but as of February 20, 2025 no payments were made. I told her my payments were made via ***. She told me to contact my bank and get verification of the payments. I contacted my bank who confirmed that all of the my payments to Comenity for March, April and May had been made. I tried to get Ms. ******* on the phone on May 30, 2025, but couldnt reach her so I just asked for a supervisor. After being on hold for several minutes, a "*****" (she gave me her ID as ***** got on the call. I told ***** the issue and said she was going to have to transfer me. I advised her that I didn't want to be transferred. Then ***** falsely claimed I threatened her and disconnected the call.

  On May 30th, I sent an email to every executive I could find an email address for and reiterated the same details regarding my experience. I have received no acknowledgement of my email. I have attempted to find a telephone number for the executive offices to know avail. I want someone from the executive office to contact me to discuss this matter.

  I want the erroneous delinquency removed from my credit report and removal of the late charges that were erroneously charged to my account.

  

  Business Response

  Date: 06/02/2025

  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:06/01/2025

  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 was charged a late fee when I never received a statement saying I had a balance due. This was after I paid off the statement balance and closed the account.

  

  Business Response

  Date: 06/02/2025

  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:05/30/2025

  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.

  I purchased a ring using a promotional plan in November of 2023, and when I purchased said ring it messed up all my other promotional plans causing interest to be charged and things to not be paid off when they were supposed to be. They fixed those issues but for my last promotional plan, it says I haven’t paid down any money on it at all and it was set to expire November of 2024. The original purchase amount was $924 with taxes $1100. After it expired I got charged $295 interest. So the total should be roughly $1395. But it’s almost $1600 so where is the extra amount coming from? And they can’t tell me anything about it. I’ve called them about this issue at least 30 times.

  

  Business Response

  Date: 06/02/2025

  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:05/30/2025

  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.

  Hello i have a helzburg credit card that is closed out, i made a monthly payment but they reported it as late and it dropped my current credit score 40 points, i need this corrected asap.

  

  Business Response

  Date: 05/30/2025

  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:05/29/2025

  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 account ends in 1460 In January I sent them a payment to pay off my bill. In February they sent my a bill for $3 I called them and asked if I paid my bill why do I owe you $3. Then in March they sent me a bill for $9. I sent them $9 and in April I got a bill for $24. I called them again. I asked I paid the $9 on my $3 bill which I shouldve had to pay in the first place why to I owe you $12 they said because my bill was a day late. Then they said if I sent them another $3 they would take the $9 off my statement. So I sent them $3. So so far Ive sent them $12 for $3 bill I shouldve had to pay to been with. Yesterday I got a bill from them that says I owe them $24. When I called them they said if I send them $9 they will take $15 off my statement. So Im up to $21 on a $3 statement Im no happy

  

  Business Response

  Date: 05/30/2025

  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.