Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,196 total complaints in the last 3 years.
- 1,322 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:11/28/2022
Type: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 received a bill from Comenity children place card with a purchase i did not make. I contacted them and nobody was available for weeks because the system was down then when i did contact them they told me to send a letter which i did. and still no help. Because i didn't receive any help with this matter I canceled all of my other cards with Comenity and after I cancel the Comenity Venus card they charged me over $5.00. I would like all charges taken off my accounts.
Thank You,
****** *****
Business Response
Date: 11/29/2022
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:11/28/2022
Type: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 opened a Buckle Credit Card years ago (around 2017). I used it for a year or so, paid it off in full and have not used it since 2018. Now for some reason the last year they keep adding charges to my card and trying to collect the debt on me. I'll reiterate, I have NOT used the card since 2018. I talked to a representative on the phone about 2 months ago and he confirmed that I did not make a charge to the card and he told me it was taken care of. Here we are again with another "fake" charge that they are trying to collect on me. I really just want this taken care of and the card canceled once and for all.Business Response
Date: 11/28/2022
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:11/28/2022
Type: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.
In November of 2021 I moved to another state and updated my billing address. I attempted to use it 08/22 but it was declined. I called Comenity and was told my card was expired though the expiration date on the card is 08/23. I confirmed my address and was told a new card would be on its way. It has now been over two months since the new card was supposed to arrive. I am now getting emails that the card was returned to sender for the incorrect address. I am getting the run around from this company regarding a credit card that currently has a negative balance because they owe me money. They are doing everything in their power the ensure I do not get this card. Over the last 3 years, I have asked multiple times for a limit increase and they have declined without just cause. Now, they are trying to close my account without just cause. It's sad to think that I'm just a number in a long line of people considering a new class action suit.Business Response
Date: 11/29/2022
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:11/28/2022
Type: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 received a credit alert this morning where this company did a credit inquiry on my SS#. I did not as for this and now i have a hard inquiry on my credit report that should not be there. I attempted to call the company and have been on hold for 30 mins with no assistance. I want that credit inquiry removed i did not ask for it and do not want their credit /credit card.Business Response
Date: 11/28/2022
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:11/28/2022
Type: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'm not sure of the date of the transaction(s)--it was during COVID. My correspondence began in 2021. I returned several items via USPS but was told that I had not returned them within the 30-day window. I asked that if that was true then I should be given the benefit of the doubt since post office deliveries were "iffy" at best, as were their own shipments. Denied.
I received a snail mail stating that since the items were returned "late" I was given an e-credit to use for my next purchase. Proceeded to lose that piece of paper, later moved to another state, & still didn't find the paper. In the meantime, I began trying to get FullBeauty to provide me with the e-credit number(s)which they could not do since after 90 days it is no longer in their system and they have no access. (paraphrasing one of their auto-replies)
Of the numerous emails that I exchanged with customer service did anyone suggest trying the bank which apparently keeps records of the transactions. At some point, I was told how much I had as e-credit (I think it was 2 different amounts one >$100 and one <$100) but I can't even find those e-mails anymore as they must be buried in an e-mail thread. Looking back on these e-mails, I can tell that they are all auto-replies so I have gotten nowhere. I have even had two auto-replies that my "feelings" would be sent to the appropriate department. I can't find any record that I ever heard from an appropriate department.
Apparently, at some time they started issuing actual cards but that is not what I received--it was snail mail. I don't know how to upload my e-mail correspondence with them but would be happy to forward them to you if you will provide an e-mail address. Full Beauty also charges for shipping both ways, even when their merchandise does not fit as their sizing charts indicate PLUS takes a "processing fee" which gives the customer only about 50% of the value of the merchandise purchased and returned. Seems like a money-making scam.
Business Response
Date: 10/31/2022
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.Business Response
Date: 12/09/2022
We take all consumer complaints very seriously. Occasionally, we may require additional time to conduct a thorough and extensive investigation to ensure we appropriately resolve all concerns. We apologize for any inconvenience. We'll provide our response by mail immediately upon the conclusion of our investigation.Customer Answer
Date: 12/09/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18336566
I am rejecting this response because: this is just an attempt to delay a valid response not any sort of solution to the complaint.
Regards,
******** *****Initial Complaint
Date:11/28/2022
Type: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 received a notice that I have a collection from ********** on my credit report. It says it was opened on 04/27/2015 for $0 with account number starting in **************** that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the FCRA and FDCPA.
I would like for this collection to be removed asap or I will file a CFPB and FTC report.Business Response
Date: 11/28/2022
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:11/28/2022
Type: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.
On 5/11/2021, I booked a vacation with Vacations to go for a cruise to Australia nd New Zealand, The deposit was $900 each and charged on miy comenity card ending in ****. In June of this year my health was not good, so I asked fkor a refund. Vacations to go contacted Celebrity and they issued a refund to Comenity card. I have yet to see the $1800. Can you help?Business Response
Date: 11/29/2022
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: 11/30/2022
[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 they have been looking into this since June. How long does it take?
Regards,
***** *******Initial Complaint
Date:11/27/2022
Type: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.
On 11.15.22 I called the above regarding my bed bath and beyond card ending # ****
Let's start with the utter headache and endless wait to get a human to answer. Add to that the reps who don't speak CLEAR English. By the time I found someone who understands what I said : on same day there were 3 unauthorized transaction on my account! I was asked to call the next day. So on 11.16.22 I called again. After much PROLONGED wait, a gentleman takes my call. I explained my concern. He then informed me of another transaction I don't see on my account but he does . He said my acct car will cancel
And investigation will take place
And a refund will be issued
Over 10 days later, and NOTHING.
PLEASE immediately cancel those transactions out. And please cancel that card sending me a new one. Thanks
One last time: I DID NOT AUTHORIZE NOR MADE ANY PURCHASES ON 11.15.22 ONLINE OR IN STORE USING MY BBB CARD
your cooperation in the matter is appreciated
ThanksBusiness Response
Date: 11/29/2022
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:11/27/2022
Type: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 receiving multiple calls a day from community bank, I opened a Victoria secret credit card with them in September and was just notified today that there are 2 fraudulent charges on that credit card. They are now notifying me almost three months later and charging late penalties. I was on hold to speak with a member of their team for 2 hours today, cannot get ahold of anyone from their fraud department.Business Response
Date: 11/28/2022
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:11/27/2022
Type: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.
As someone who has experience as a customer service manager on the technical side of the world, the marriage between technology and customer service is lacking.
I locked down my card after paying it off in April. I went to unlock it the other day and I kept getting a technical glitch to call customer service. I called and they tell me, I "closed my account", yet I have full access to my account on the phone and online except I don't have access to purchase because it appears on my end as a locked account. I DID NOT close my account and it's inexcusable the way I was talked to. Customer service is trying to tell me I closed the account and they will not contact the tech team to escalate this situation. "********" hung up on me when I tried to talk and refused to help me. Amy ID #**** was very nice and is trying to help. On behalf of a single Mom to 2 kids I want you to know how difficult this situation is. I can no longer make the purchases they hoped for for Christmas.
Someone coded the functionality incorrectly, and it is having a devastating affect on a magical time of the year. I have tried now for several weeks to resolve this, even contacting employees via ********. I still see my account as open, it is still "locked" and it will not unlock. I expect nothing, know the mistakes and how some employees treat people is horrible. I paid my bill, and I locked down my account yet I was treated like I was the problem. I DID NOT close my account - why can't they take ownership and fix their problem? Unlock my card so I can pay you to borrow $ - it makes NO sense!Business Response
Date: 11/28/2022
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.
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