Complaints
This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,472 total complaints in the last 3 years.
- 580 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:07/12/2022
Type:Service or Repair IssuesStatus: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 bank did a system upgrade over a month ago and they aren't receiving any of my payments and now my BJs credit card is being declined. When I call customer service the automated response is "due to a system issue we can't take your call; please call back, Goodbye." Literally your customer service is hanging up on me. If you look at their twitter account (@askComenity) there are 1000s of people with the same complaint as myself. We are getting no support or resolution to this problem.Business Response
Date: 07/12/2022
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:07/11/2022
Type:Billing IssuesStatus: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.
BBB transcribed details from handwritten letter:
Dear Sirs,
I'm having problems getting ********** to take care of a bill for things I sent back.
I purchaced 2 bras in march. I received them on march 16,2022 and sent them back on march 17, 2022. I have the receipt from the Post Office.
And ********** says I still owe them. Plus they are trying to charge me late charges.
I’m a widow on Social Security at 73 years.
I hope you can help me.
Thanks,
**** ****Business Response
Date: 07/12/2022
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:07/11/2022
Type:Billing IssuesStatus: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 sent back a dress that was too tight and too long on May 12,2022, they (Brylane home returns) received it on May 14,2022! I called they said give it 2 weeks & call back! I did and they said give it 30 days, I got a bill with late charges, so I called them back and now they're saying I have to pay for it because it's after 60 days! But they received it in May! PLEASE HELP ME?Business Response
Date: 06/15/2022
Dear ******* *****,
Thank you for passing along Ms. ***** ********* communication regarding her return refund. We are writing to respond.
We understand that Ms. ******* ordered a dress in which she
returned on 5/12/22 and was delivered to Brylane Home Returns on 5/14/22 and
has yet to receive a refund. Ms. ******* called customer service and was
advised to wait 2 weeks and call back. As a result, Ms. ******* received a bill
with late fees. Ms. ******* called customer service and was told that she would
need to pay for the merchandise because it was over 60 days. Ms. ******* is
seeking a refund.
Our records show that Ms. ******* placed an online order through
Roaman’s on 3/30/22 for a $149.99 dress. We shipped her dress on 4/1/22 and
charged her Roaman’s card $174.98 ($149.99 for the merchandise and $24.99 for
shipping).
The return information as presented online informs the customer
to return the merchandise to:
FullBeauty Brands
**** ************ ***
************* ** *****
According to Ms. *******, she returned the merchandise to:
Brylane Home Returns
**** ****** **
*********** ** *****
As a result, our Roaman’s warehouse did not receive her
return and a refund was not issued. As a one time courtesy, we are issuing a $149.99
refund for the dress that she returned. Our return policy does not offer to
refund the shipping and handling fee for any reason. Therefore, the original
shipping and handling fee is non-refundable. Ms. ******* retains all postage
liability for the return merchandise.
FullBeauty Brands contracts with a third-party bank,
Comenity Bank, for its private label credit card program, and Comenity Bank is
the issuer of the Roamans’s credit card. FullBeauty Brands (d/b/a Roaman’s)
cannot accept payment, remove fees and interest, cancel a card, nor does it
have the ability to make changes to a customer's credit report.
We ask that Ms. ******* contact Comenity Bank directly if
she would like to discuss her account. Comenity Bank's toll-free number is ###-###-####.
A bank associate will be happy to assist her with her inquiry.
We thank Ms. ******* for taking the time to inquire and
trust we provided the information necessary to resolve this matter. Please let
us know if you have any other questions.
Sincerely,
**** ******
FullBeauty Brands, Executive Communications
Office: ###-###-#### | Fax: ###-###-####Customer Answer
Date: 06/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17358521, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I called Roman's and they credited my account, but then got 2 calls from Community bank saying if I don't pay the bill, I will keep getting a $14 late fee charge for every month! All I want is my $50 back, my credit bureau straightened out and my card destroyed, as I do not want anything more to do with Romans!
Regards,
***** *******Customer Answer
Date: 06/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17358521, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.All I want is my payment of $50! I don't want anything to do with Roman's! So their credit to my card is a waste!
[Provide details of why you are not satisfied with this resolution.]
Regards,
***** *******Business Response
Date: 07/12/2022
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:07/11/2022
Type:Billing IssuesStatus: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 table from overstock .com,7/2021,I never missed a payment and the account should be paid off by now,around January of 2022,over 150.00 dollars was added to my account and they said that I had an installment account,I didn’t,I opened a credit account to pay for this purchase,they couldn’t find proof of this installment account and said that they would open an investigation and not to pay until it was complete,I’ve been calling over the months for the status of the investigation,couldn’t get an answer,yesterday I was told that there was no investigation,and they refused to let me speak to the credit department,I continued to pay anyway,this company is trying to rip me off,and basically take my money,I need helpBusiness Response
Date: 07/06/2022
To Whom It May Concern:
I
am sending this complaint back to you as it should be sent on to Comenity
Capital Bank. We here at Overstock do not have the ability to see the customers
Overstock Store account payments, fees, nothing as it is all considered
sensitive information. Overstock is not able to assist with this customers
issue.
Comenity
Capital Bank
PO
BOX 183003
Columbus,
OH 43218-3003
Comenity
Capital Bank Customer Care phone number is ###-###-####Sincerely,
Overstock
Business Response
Date: 07/12/2022
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:07/11/2022
Type:Billing IssuesStatus: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.
Hello ,
I have Called this bank repeatedly and all i get back is an automated response stating to call back at a later time . I have a credit card with cosmoprof which is the hair store and it’s banking with Comenity capital bank .
Ive made payments on these days and my money has yet to be credited which I’m being charged a late fee and it’s being claimed on my credit for high usage and late payments
On 6/23/22 a payment for $140.00
6/23/22 a payment for $300.00
6/28/22 a payment for $200.00
These payments are not listed and it’s driving me nuts . Can you please help meBusiness Response
Date: 07/12/2022
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: 07/12/2022
I accept the business's response to resolve this complaint.
Regards,
****** *******Initial Complaint
Date:07/11/2022
Type:Service or Repair IssuesStatus: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 hold a credit card with Comenity Bank. I have been attempting to make a payment for a week now and the system continues to say that there is a glitch and it is unable to connect me. I follow the instructions on the website to the easy pay and I get the same message. I have been on hold for customer service for over an hour, each day with no one ever coming to the phone. It will not process a payment on the phone system either and has warned me on every phone call that I will be charged $9.00 for using a CSR to process my payment. It has now gone beyond my due date and I have been unable to make a payment on several occasions and do not know what to do. You are unable to send Comenity Bank a message on their website unless you can sign into your account which is currently unavailable. I do not want a late payment report on my credit and they have no way of allowing me to resolve this reasonably so I am at a loss and need help.Business Response
Date: 07/12/2022
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:07/11/2022
Type:Service or Repair IssuesStatus: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 made purchase at Arhaus on July 2nd with Comenity Arhaus card. I then tried to setup an account online to make payments. It will not let me register for an account it says technical glitch. I have tried everyday for the last 8 days. I have tried to call all week but the automatic phone service at Comenity sends me directly to customer service sense it is a new card. After connecting me to customer service a message plays stating they are working to resolve all issues then hangs up. I have no way to access my account.Business Response
Date: 07/12/2022
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:07/10/2022
Type:Billing IssuesStatus: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 an account opened for me erroneously meaning most likely I had my identity stolen. I contacted Experian and filed a dispute twice. Comenity came back stating I opened the account. I did not open the account and I have notified all three credit bureaus of the identity theft. I have tried to reach Comenity with no avail. I need this account closed and everything reversed pronto.Business Response
Date: 07/12/2022
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:07/09/2022
Type:Billing IssuesStatus: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.
Back in April 2022 NCL claims they sent a refund by mistake back to a card that I previously had with your bank. When I spoke to your customer service they claim they never got a refund from NCL. I need this refund to be located and either be rejected and sent back to NCL or a check be sent directly to me as soon as possible.Business Response
Date: 07/12/2022
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:07/09/2022
Type:Service or Repair IssuesStatus: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 having difficulty paying my Toyota Rewards Visa payment. On June 29, 2022 I tried to pay the bill and recieved an error message. I them tried to use the EasyPay system and received another error. I waited a few days and today 07/09/22 tried to make the payment again. While the site says its available, I still received an error message. The site is still down. The easy pay function will NOT pull up my account and the phone automated system just hangs up. My payment is due 07/10/22 and according to the site, it will only waive fees until 07/02/22. I feel very uneasy about not being able to access or converse with something regarding this manner.Business Response
Date: 07/11/2022
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.
Comenity Capital Bank is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
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