Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,117 total complaints in the last 3 years.
- 1,255 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:01/04/2023
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.
On 3/12/22 I made ONE purchase at ******* & applied for a credit card. Total purchase was $112.25. I figured there was a 30 day billing cycle so I didn't expect a bill so soon. But, apparently that 1st billing cycle ended within 48 hrs of my purchase. I hadn't even received, nor had I activated my new credit card when the bill arrived. By 4/16/22 Comenity Bank had added a $30.00 late fee & mailed my 2nd statement. My new total was $144.68, due 05/16/22. I immediately paid the full balance to avoid further charges and haven't made another purchase since, nor have I used my actual credit card EVER. My next statement showed my payment in full posted 05/11/22 and a new "interest charge on purchases" of $2.02 even though there were no purchases. Since that time Comenity Bank has continued to bill me for fees on interest & interest on fees. Comenity Bank continues to make incessant calls from various numbers & some with No Caller ID at all hours of the day. If I answer it is a robo call &never a real person. it's impossible to speak to a live person to resolve this problem. Additionally, Comenity Bank has reported that I have a past due payment every single month for at least four months and has effectively caused my credit score to drop almost 100 point. Today an agent spoke to me & transferred to someone else for help. The call dropped & my call back went to a voicemail. There seems to be no way to stop them. I want this account zeroed out and CLOSED and I want my credit report corrected to show no past due payments.Business Response
Date: 01/05/2023
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:01/04/2023
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.
In January22 I (***** *******) ordered a bedroom set from Pottery Barn ($3,336.82) and charged it to my Pottery Barn credit card, which was managed by Comenity Bank. We paid thru our bank (***** ********* ****** ***** (see attachment) to Comenity Bank. This is a joint account with my husbands name (Steven Lesniewski) on the check. They subsequently cashed the check. In the interim, Pottery Barn switched their credit card to ******* ***. ******* *** notified us that our bill was unpaid. We wrote another check to ******* *** so as not to ruin our credit, then tried to get a refund from Comenity Bank. I have patiently, over the last 10 months, been waiting for my refund. I have written five letters (see attached) to Comenity, talked on the phone several times with them, and have not yet received my refund. This amount of money is quite substantial to me and I am hoping that you can help me move is process forward.Business Response
Date: 01/05/2023
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: 01/08/2023
I accept the business's response to resolve this complaint.
Regards,
***** *******Initial Complaint
Date:01/04/2023
Type:Customer Service 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.
For months I have been receiving phone calls from Comenity Bank, every day, some times multiple times a day from a variety of phone numbers. This past week the messages were addressed to a ****** ********, yesterday the call was addressed to a ****** ******** regarding a ****** ***** account. Today, I called Comenity Bank (I did not call the number that was left on the phone message but looked up Comenity's phone number), 11:02am and spoke with ******. After a 'brief' wait of 43 minutes she was able to verify that while the last four of our SS #s were alike, nothing else matched. She said the account had been charged off and switched me to the fraud department. I was on hold until 12:58pm when ******* in the fraud department picked up the line. She told me the debt was from 2020, was charged off, but obviously has been placed with another collection department. Current time is 1:22pm and have been on hold again, I have been trying to resolve this issue for over 2 hours. I consider these phone calls harassment. I've run my credit reports (while on hold!) and of course this debt does not appear because it is not me. I need Comenity to clear this issue.Business Response
Date: 01/05/2023
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: 01/06/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response temporarily. I will await a formal reply from them via the mail. Today, I received two more phone calls from Comenity ###-###-####. I decided to call back the number to reply after the second phone call ###-###-#### and spoke to ******* who forwarded the call to *******. ******* acknowledged that I am not ****** ******** - while our last names may be the same as well as the last four digits of the SS, nothing else is the same. He verified my phone number and said I should get no more phone calls from them regarding this manner.Thank you so much for your prompt response.
Regards,
******* *********Initial Complaint
Date:01/04/2023
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 opened up a ******** ****** credit card in August 2022 and charged approximately $75.00. I started getting calls from Comenity Bank in September/October. I had no idea who it was so did not pick up thinking it was a scam. I finally picked up the phone to find out I never paid my bill. I always pay my bills on time and in full. I was surprised as I never received anything from them. No bill and no card at all. On 11/22 I spoke to a manager who waived my late fees. The manager DID NOT have the address where my payment should go so I told her I would wait until the next bill came in and pay it in full which was around $79.00. When I was on with customer service before I spoke to the manager, she reconfirmd my address and re-mailed me the statement. So the statement came about a week after I spoke to the manager. IMMEDIATELY I wrote a check, went to the post office and paid $10 to get tracking knowing they would have no way to say they never received the payment. So you would think. I checked and saw the payment was picked up on 12/8. As of 1/1/23 the check was never cashed. Yesterday I received another bill from them, with another amount and called today, 1/4, and spoke with a manager. She said the postal carrier in Dallas might have put the payment into someone elses post office box? She told me if I wanted to, to stop payment on check...or not....and re-mail. I mentioned I already spent $10 on tracking and now would spend on stopping a check? She said it was up to me. I do not know what to do. Apparently this institution from what I read is not cashing checks, charging people late fees because the people are not receiving statements. Please help or direct me to someone. Thank you so much! By the way, I do not have the check number! i know...I rarely write a check and grabbed one in a rush and should have taken a photo of it, but thought if I tracked the payment everything would be okay.Business Response
Date: 01/05/2023
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: 03/02/2023
The 60 days has passed and I never received a letter from Comenity Bank. I did receive the attached bill which appears I do not owe further money, however, I asked for account to be closed and the way this has gone, I have no idea what to expect next month from this institution.
Any next steps? I wanted this in writing as they never sent letter.
Thank you,Business Response
Date: 03/06/2023
Hello,
Please see information below:
Can you provide us with the following information?
The date of the letter of investigation outcome sent to the consumer.
* The response letter was mailed to the consumer on 03/03/2023 and should arrive in 7-10 business days.
- The consumer's address that would have been used to send the letter.* This response was sent to the address provided on the complaint.
- If you have sent a letter, the consumer has requested that you please send another to the address on file in the BBB complaint, that was verified as the same as with the consumer’s Comenity credit card account?* The response was sent 3/3/2023 and will take 7-10 business days to receive.
Initial Complaint
Date:01/04/2023
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.
On July 11, 2022 I paid Comenity Bank $4391.05 via AUTOMATIC PAYMENT from my **** ** ******* checking account. This was the full balance due to avoid any finance charges or interest charges.
Comenity Bank has not acknowledged receipt of this payment and as a result has charged my account with hundreds of dollars in charges.Business Response
Date: 01/05/2023
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: 01/07/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because: Comenity Bank has had this money since July 11, 2022 and should of solved this problem by now.
Regards,
******* ****Initial Complaint
Date:01/04/2023
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.
In May of 2022, I ordered 4 white blouses from Woman Within. Trying to find 1 white blouse for a family photo. I returned them all! I paid like $15.99 for shipping to me. Then, I paid $10.99 to return the items. I kept NOTHING! I received an email saying that they had received my return. So, unfortunately I threw away the return tracking receipt. It has been a nightmare ever since. I have talked to over 10 reps. I wrote an e-mail. And, lastly a letter. Trying to resolve this issue. So, today I get a letter thanking me for my letter. Asking me to call them! Which gets me nowhere. Now, they keep tacking on late fees for something that I don't even own. I have been told that I owe $13.00. $43 00. Each time without knowing what I owe for. Now, with late fees, $176.00. It has affected my otherwise perfect credit score. I will not buy from Woman Within again. I have been a loyal customer for years. And, now this nightmare. I call and I get someone out of the US. Today I asked for a manager. They transferred me to what claimed to be a line to someone in the US. I was on hold for a half hour. No one ever picked up. I called back. No answer. So frustrating! I talked to one person who actually figured out the mistake. What they did was they took the total of the blouses and subtracted the $27.00 that I paid in shipping fees. They did not record that I returned the blouses. So, then it started. They say that I owe the total of the blouses less the $27.00. I cannot get this taken care of. I don't know what else to do. I've called so many times. I've emailed. I've written. Each time explaining the issue. They tell me it's all good. Then, I get a bill!! With more late fees! It's crazy. Please help. Thank you for your time and assistance with this matter. I've always paid my bills. Until this issue, I had a perfect score. I want it removed. Thank you!Business Response
Date: 01/04/2023
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: 01/04/2023
Complaint: ********
I am rejecting this response because:They have had months to figure this out. And, I've tried resolving this issue with many people. Many attempts by phone, email and letters. Nothing. They just keep tacking on late fees. They tell me it's taken care of. Then, I get a new bill with more late fees. And, its now affecting my credit score. No one is trying to fix the problem. I just noticed that they have an "F" grade with BBB.
Regards,
***** ******Initial Complaint
Date:01/03/2023
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.
On 11/02/2022 I spoke to a representative from ********** ****** to pay off and close my credit card. I paid a total of $15 which included a $6 charge and 9$ fee for paying over the phone. She assured me over the phone that this final payment would completely pay off my credit card and the account would be closed. However, today on Jan 3rd 2023 I received a new bill in the mail from them stating that I owed them another $23.00. I called them today, and apparently the women I previously spoke to did not close my account and I incurred more charges. I don't understand how I could have more charges after I thought my card was closed. The confirmation number was 6243 and the name of the person I spoke to was *******Business Response
Date: 01/05/2023
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:01/03/2023
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 applied for and received a credit card at ******* ****** for merchandise purchased at time of application. I purchased no additional merchandise later on credit. After speaking to a representative on the phone I paid off the balance and closed the account at zero balance. Later I received a bill through the mail for interest and attempted to login but my account was closed and no longer existed. Then I began to receive collection calls every day until I finally spoke to another representative but to no avail. Then late charges were added to the balance and so the calls continued on a daily basis, sometimes several in one day, until I spoke to another representative, and she then stated my "closed" account had been returned to zero. But yet the daily harassing calls continue and now I've been told by my bank that my credit has been "flagged". I am asking for your help in resolving this matter and a formal apology from Commenity Bank and it's collection department head.Business Response
Date: 01/05/2023
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:01/03/2023
Type:Customer Service 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.
While using my Comenity Bank Bread Financial Amex card, I inadvertently entered an incorrect character and was immediately locked out for suspected fraud. I called them, was put thru to Fraud Department and told they would mail me forms. I only received an e-mail (while on the phone with fraud) to call fraud. Having never received a letter I called again and was instructed to mail or e-mail my drivers license (front & back), my social security card,(front and back) and a utility bill or bank statement. At no time was I told that utility meant only water, gas or electric. I sent everything using my phone/cable/internet as a utility ( I have no gas, use well water and electric is in my wifes name) Having not heard back I called them and couldn't get past the **** who informed me "my account was closed goodbye". Not knowing what happened and having not heard from them in any way shape or form, I was able to research a fraud dept. number and speak to a human. It was then that I was told that the Bank closed my acct for inadequate utility. She then told me that only gas, electric and water were acceptable and it was too late for me to send a bank statement as proof of address. Here is my issue not once, not ever did they convey to me any information from the beginning of my lock out. I had to initiate contact every time. No call, no e-mail (unless answering my secure message thru my account) I find that their practice was at best unacceptable to the customer/consumer and am not sure if any laws were violated. I was told to reapply however when I attempt I'm denied because I have an open account, HUH??Business Response
Date: 01/05/2023
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: 01/06/2023
I accept the business's response to resolve this complaint.
Regards,
****** *******Initial Complaint
Date:01/03/2023
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 have not ordered anything from Jessica London in over a year or two. I received an email on December stating On 12/6/22, you may have received an email regarding your Jessica London Credit Card. This message contained an inaccurate date of your last purchase. We apologize for any confusion. Please see your correct date below. You have $400 available to spend on your
Jessica London Credit Card—use your card today!1
Now my total credit card limit is $400. I have gotten a bill for $58.15. I checked the order depart to see what was ordered and where was it sent. I was told that they don't show any orders. So I was told that they would credit my account and check into it. Today I received a email stating that my bill was due. I paid the bill for credit purposes, but I would like my money back, because I haven't ordered anything.
I also called customer service today, just to keep getting transferred around no one helps, they just try to hurry and transfer you. Then the automated machine just keep looping around. I would like my money back and I want this account closed.Business Response
Date: 01/05/2023
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: 01/06/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because: It should not take this long to resolve this issue. If I have been calling since December and if this company is charging me saying that I order something that I did not, they need to be able to give details. No one can. I have attached the response From Jessica London and it is not a resolution. I want my money back because you charged me and I have not ordered anything.
Regards,
******** *****
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