BBB Business Review

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BBB Accredited Business since

Comenity Bank

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Phone: (800) 675-5685 PO Box 182025, Columbus, OH 43218 http://www.comenity.net View Additional Web Addresses



BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

The scope of this BBB Business Review concerns Comenity Bank, which processes credit card and billing account statements for many retail business clients nationwide.

Other BBBs maintain separate BBB Business Reviews on the businesses that are clients of Comenity Bank, concerning all of the products and services of those businesses, other than concerning processing of credit card billing account and lending matters.

Other BBB Business Reviews are available by searching at http://www.bbb.org/


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Comenity Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Comenity Bank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1642 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1642 complaints closed with BBB in last 3 years | 518 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 54
Billing/Collection Issues 1181
Delivery Issues 14
Guarantee/Warranty Issues 1
Problems with Product/Service 392
Total Closed Complaints 1642

Additional Complaint Information

BBB encourages consumers to contact Comenity first to try and resolve a complaint. 

Comenity Bank manages credit cards. Each credit card has its' own Customer Care number. To find the number you need, follow these steps:

1. Go to Comenity's website at http://www.comenity.net/comenity/ContactUs/

2.  Click on "Find the website and phone number here"

3. Type the store name (or program) displayed on your card or billing statement (may be on the back of your card).

4. Click on FIND.

The next screen shows you the Customer Care number and website associated with that credit card. 

Customer Reviews Summary Read customer reviews

215 Customer Reviews on Comenity Bank
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 6
Negative Experience 202
Total Customer Reviews 215

Additional Information

BBB file opened: January 01, 1966 Business started: 05/01/1989 in OH Business started locally: 05/01/1989 Business incorporated 05/01/1989 in OH
Business Management
Ms. Melissa Sheese, Consumer Relations Manager Mr. John Alatsis, Director of Sales & Service Gail Merrick, Consumer Relations Specialist Mr. Jon Smith, Consumer Relations Specialist Supervisor
Contact Information
Principal: Ms. Melissa Sheese, Consumer Relations Manager
Customer Contact: Mr. Jon Smith, Consumer Relations Specialist Supervisor
Business Category

Credit Cards & Plans Banks

Alternate Business Names
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Additional Information

Because the company processes consumer credit card accounts and billing statements for many retail stores and businesses, the company advised in a letter to the BBB that an account number is necessary to address communication from our BBB in a timely manner. Therefore, we suggest that if you are filing correspondence with our office concerning this company, that you include your complete name and mailing address, the merchant's name, and the account number.

Company advises if consumers are attempting to reach Customer Service, check the number on the back of their card for the appropriate number for that client.  

Business Management

Comenity Bank, which formerly did business as World Financial Network Bank, and Comenity Capital Bank, which formerly did business as World Capital Bank, are wholly-owned subsidiaries of  Alliance Data Systems, and BBB maintains separate reports on these 3 entities which are available at these links:


Industry Tips
Credit - BBB General Statement For All Debt, Credit TOBs Credit Cards - Choosing & Using Credit - FTC Tips

Customer Review Rating plus BBB Rating Summary

Comenity Bank has received 4.43 out of 5 stars based on 215 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in 21 Counties in Central Ohio. Businesses may engage in more than one type of business.
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.