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 75265 Dallas, TX 75265-0001

• 

  Comenity Bank

  PO Box 659465 San Antonio, TX 78265-9465

• 

  Comenity Bank

  PO Box 650972 Dallas, TX 75265-0972

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:05/25/2025

  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 account with CB/WOMNWTHN in full on Jun 17, 2024 and have made no more purchases since.

  On Jun 20, 2024, I received a bill for $16.95 from them. I called and told them I already paid the balance but she insisted I owed $16.95 so I paid it and she confirmed that my account was paid in full. Then I got another bill for $16.95 so I called again. I paid $16.95 and again she assured me my account was paid in full. And then I got another bill. After that, I called repeatedly to try to get it resolved but they just kept saying I owed more money. I finally gave up but I refused to pay them anymore money.

  By Feb 6, 2025 the "bill" had reached $176 and my credit store tanked. So, on Feb 10, I called and the woman I spoke with said if I paid $4.16 she would close the account and contact the three credit bureaus and send me a letter confirming the same. She left me under the impression that she would correct my credit report and take responsibility and remove all of the late payment notations on my report. She did not. It was noted that I paid $4.16 and that the account was closed.

  So now my credit has been destroyed and my scores are 633 with Transunion and 638 with Equifax. There are zero late payments on any of my other credit accounts. ************** has destroyed my credit and I want my credit report corrected.

  Before I got credit from Comenity Bank/Woman Within I had almost perfect credit before then and I want my good credit restored.

  I would like to note that Comenity Bank has 17 different PO Boxes for ****************, ***** location. Sounds confusing.

  

  Business Response

  Date: 05/27/2025

  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:05/24/2025

  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 had a LOFT card that was terminated due to nonuse a few years ago.

  In June 2024, I went to purchase something at **** in ************ and was told that my card had been terminated due to nonuse. The online account was also closed and has been for years.

  I applied for and received a new card. I purchased, paid the card off, used it twice more and paid it off twice again.

  In April 2025, I started getting barraged with phone calls from Comenity Bank (3-4/day, weekends and even holidays) stating that I owe $135. No one could tell me what I bought. I disputed the charge and heard nothing. Experian lowered my credit score and I disputed the charge with them. I was told that Comenity "certified" the debt.

  I CERTIFY THAT I DO NOT OWE THE MONEY!

  Comenity reported me so many times now that my credit has gone from the high 700's to 635.

  I called the number, paid the $135 and I want my credit restored. Even if I had wanted to check or pay, the online account for the old card (if that is what card the balance was on - there is NO BALANCE on the new card, and there has been no balance since last year!) was closed and I could not have paid or checked into it if I wanted to.

  I do not trust phone calls from Comenity and hope that I did not just let someone have my voice and bank information for more fraud!

  

  Business Response

  Date: 05/27/2025

  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:05/23/2025

  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 made a purchase on my Roamans account around May 2025, an account I have had for years in good standing. I never received a bill or an email about any outstanding balance. The first thing I saw was a report on my credit report about unpaid payments with multiple late fees attached. I sent multiple emails to their customer service and the Comenity Bank requesting a paper bill. I tried to contact them on Romans website.

  Months later I finally got someone to send some statements I had never seen. Over $400 of late fees are attached. I reached out again to the bank but they never responded to any of my requests.

  This company has been reckless in their charges and ignored all my requests for a paper bill. To date I have only received copies of some statements and am still not receiving a monthly paper bill. I have lost count over how many requests I have made for this by phone, online and email.

  I am requesting they drop the late fees so I can get current on my account. My payment went from $65 to now $165 without any further purchases.

  

  Business Response

  Date: 05/27/2025

  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: 05/29/2025

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

• Initial Complaint

  Date:05/23/2025

  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.

  One of the problems Comenity Bank has from the start, this bank has various entities, one of which is Smile Generation, which is supposed to be a dental help for those in need.

  Anyway, I had dental services amounting to about $691.00. I paid this auto pay for $150.00 a month. The last payment is about $200.00, which is more than the auto-pay amount.

  So, the Comenity Bank told me that I did not meet the agreement for the promotion. Comenity Bank did not email me about this. No notification, no warning. They charged me the interest rate for the duration of the loan, amounting to $1,471.49. I called them, pleading without luck.

  To lessen the stress, after a long conversation with a manager named ****, from the hardship department, we agreed on me paying $30.00 for 5 years. The payment started in April. Then, this month, May, they are charging me $66.00 with a balance of $1,644.42.

  I called today (May 23) and talked to a manager, ****. She told me that my conversation with **** was a mistake that I do not qualify for a hardship.She cannot provide an email address for me, nor send me a copy of the settlement with Rose.

  I don't know how to communicate with this bank. They can just record anything to get money from everybody particularly with seniors like me.

  

  Business Response

  Date: 05/27/2025

  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: 06/06/2025

  Hi,

  Thank you for getting back to me. 

  I did not receive any email from ************. I tried to go online to view my account at ********************  Bank. It said that my username and password are not valid. I was not able to view my account. I called them. I was able to talk to *******. She said, she is from ******************** We talked about the situation. She was telling me the same thing, that I am not eligible for a long-term hardship. She discredited, again, my conversation with ****, that **** and I agreed on a $30.00 per month for 5 years, no interest on the balance. Anyway, going back to my conversation with *******. She offered me a $15.00 per month for either 3 months or 6 months -- months not years, which I need to pay the balance after that time. To get this thing out of the way, I pleaded on her to give me a year or two to pay. After a back-and-forth discussion, she offered me $15.00 a month for 12 months with 10% interest on the remaining balance until it's paid. I cannot believe this. Is this legal? Our conversation ended with her hanging up on me. 

  I really needed help to end this nightmare. What can I do legally to stop this.

  Thank you, thank you for your help.

  ****** Light

  ************

  Customer Answer

  Date: 06/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23370956
  
  I am rejecting this response because: 

  I did not receive any email from ************. I tried to go online to view my account at ********************  Bank. It said that my username and password are not valid. I was not able to view my account. I called them. I was able to talk to *******. She said, she is from ******************** We talked about the situation. She was telling me the same thing, that I am not eligible for a long-term hardship. She discredited, again, my conversation with ****, that **** and I agreed on a $30.00 per month for 5 years, no interest on the balance. Anyway, going back to my conversation with *******. She offered me a $15.00 per month for either 3 months or 6 months -- months not years, which I need to pay the balance after that time. To get this thing out of the way, I pleaded on her to give me a year or two to pay. After a back-and-forth discussion, she offered me $15.00 a month for 12 months with 10% interest on the remaining balance until it's paid. I cannot believe this. Is this legal? Our conversation ended with her hanging up on me. 

  I really needed help to end this nightmare. What can I do legally to stop this.

  Thank you, thank you for your help.

  ****** Light

  ************

  
  
  Regards,
  
  ******* Light

• Initial Complaint

  Date:05/22/2025

  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 payed off this card 4/15 and have proof of paying the amount left on the card, and closing it. I continue to get harassment calls, claiming I have a balance, and it’s been over a month and there is no way I could have a balance because the account was closed. If their is any kind of balance, which there is not, I feel is a hacking ploy.

  

  Business Response

  Date: 05/23/2025

  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:05/22/2025

  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 recieved my bill in the mail today and when i was ready to make out the check i seen a late fee on the bill. I always mail my payments the day of or the next day after recieving the bill. I called customer service and was told all they could do is credit me 15 dollars, well the late fee was 29 and I felt I should be credited the full amount. It was not my fault as the consumer that the mail ran late or they didnt cash the check till the day after it was due. I was told 1 day late and i got charged 29 dollars. I will never use this card in the future, I went to the store and paid off the balance in full. When I spoke with the manager of the store he told me there are alot of issues with this credit card company and watch for the next bill even though you paid it in full they will try and charge you again next month. Poor customer service and shame on the credit card company for trying to take advantage of the stores customers.

  

  Business Response

  Date: 05/23/2025

  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: 06/02/2025

  ************
  I have not received any letter or call in reference to my complaint and want the complaint to stay open

• Initial Complaint

  Date:05/22/2025

  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 regarding my ***** credit card with ************** I had paperless billing turned off because I wanted to receive paper bills in the mail. But somehow twice paperless billing got turned on without me turning it on. Because I had stopped receiving bills in the mail and they told me that was because paperless billing got turned on.

  My account is on an interest free promotional plan that is about to expire next week. But because I did not receive the bills due to issues on the banks end the bank needs to extend my promotional plan because I am not going to be getting charged interest due to paperless billing being turned on fraudulently.

  

  Business Response

  Date: 05/22/2025

  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: 05/22/2025

  **************

  we will wait for the investigation to be complete but because we never turned on paperless and there was supposed to be a note added to the account that we didnt want paperless. Because we never received the bills and the bills did not get paid it must be extended 
  
  Regards,
  
  *********** ******

• Initial Complaint

  Date:05/21/2025

  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.

  Victoria secret credit agreed to my ******** **** *******. Contract stated I pay $15 monthly. I cancelled card on Sept. 2023 and what ever is linked with the card so I thought. I notice my balance wasn't reduced and contact my debt council and was told the account assured program was not cancelled. They could have told me. From Sept 2023 $11.00 was paid to accounts assured and $4.00 towards the credit card. This program don't want to refund my money. When cancelled all my cards all programs was cancelled. Victoria secret is robbing customers. VS ####-###-#### and accounts assured ####-###-####. My card # ending 1725. The balance is $572.74. They don't want to refund my money, for 1 yr 7 months $11.00 was paid to accounts assured. Seeking settlement, come to an agreement. This bad business.

  

  Business Response

  Date: 05/21/2025

  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:05/21/2025

  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 76 years of age. Purchased items from Women Within, Jessica London, Brylane. I haven't purchased items recently. Comenity Bank is now stating that I now own ALOT OF MONEY SINCE 2023.

  I use to purchase alot before I stopped working because there was no need to.

  The Bank callers are calling many times EVERY DAY FROM OTHER COUNTRIES for payments. I have tried to work with them threw their programs, but they are now adding charges from 2023 and for 2023, 2024 which I haven't made.

  Please advise.

  Thanking you in advance.

  Respectfully *** 

  

  Business Response

  Date: 05/21/2025

  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:05/21/2025

  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

  

  Business Response

  Date: 05/21/2025

  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: 06/05/2025

  '******* ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Tue, Jun 3, 2:24 PM (2 days ago)
  to disputeresolution
  
  
  I received a letter saying they will not do anything.  This is a very horrible company they charge you a late fee and do not send a statement telling you have a payment due just so they can make money it should be illegal