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

  
• 

  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

• 

  Breadpayments.com

  PO Box 783186 Philadelphia, PA 19178-3186

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:11/06/2022

  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.

  Back in May I purchased stuff from the Torrid store using my credit card through comenity. Afterwards i found out they closed my account. I received an email stating my payment was due Sept. 13th. I called & found out it was due on Aug. 2nd & a late fee was assessed on the 2nd, when I explained that the email I read said September 13th & asked for the late fee to be refunded the lady argued with me so I hung up & wrote a message through my account on the 1st of Sept. explaining what happened.. another one on the 12th asking again since no one responded. I received a message on the 19th asking me to call in. on the 21st they sent one saying they were unable to review my account due to their system update. I called & was told they would remove it. The first two weeks of October I was dealing with a sick house & the 11th I had a knee surgery & forgot to pay it. I spoke to a lady who said she would credit the late fee since I was paying it off. I checked my account today & noticed neither late fee was taken off. I called in only to find out that they “can’t” credit my account because it is closed. I still owe 30.00 (a late fee) plus at least 2$ if not 4 something (interest they add tomorrow) & they reported to the credit bureau that they closed my account due to information on my report when the letter they sent me said due to inactivity. The lady found the proof that it did say inactivity & information on Credit Report however they only reported the information on CR part. If I had known they “couldn’t” remove the late fees, I would have never payed it off, I would have just made the Normal payments until it was paid off. I want my 177.59 payment back & the account to be 0 balance for all the hassle. I have several cards through comenity which will now be payed off & probably closed due to inactivity. I never really had an issue until my buckle store card closed due to inactivity, and then all the sudden they start dropping my limits on all the others.

  

  Business Response

  Date: 11/08/2022

  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: 11/09/2022

  [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: 
  
  That response sounds very automated and lacks confidence in a resolution. These issues have been going on for months.. as I included in the complaint, I received 2 responses from the first time asking the late fee to be waved because the email said a different due date. I would have looked at the statement however, the last one that shows on my account is July 2022. I have spoken to a few different people, only to be given an apology by the last customer service agent for the previous CSA giving me false information. That tells me either 1.. the CSA was not trained correctly, or 2.. she just wanted to get the call over with, however; why didn’t the CSA who argued with me when I called the very first time about it, tell me that? Not being able to reverse late fees or access accounts after they are closed is information that customers SHOULD BE GIVEN right away. I have been dealing with this for a few months now. There is no reason that they shouldn’t be able to address this now considering, the documents I included the last time. They blew up my phone when they wanted their payment that I didn’t know was due because, like I said before, the email I received which somehow disappeared stated September 13th and I never got a paper statement to show otherwise. they failed to help me when I spoke to the CSAs asking for them to be reversed, but now they want time to investigate? It’s unacceptable.

  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/05/2022

  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 complain due to the negative marks you’ve made on my credit file. I would be willing to accept this debt if it were mine and upon Validation and Proof of Claim but it’s not mine and there’s no way that you can validate it. Your company have taken more than 30 days to respond to my complaints and I intend on holding them civilly and criminally liable. they have broken many laws and they know that. Please note that this is NOT a request for “Partial” Validation but rather, it’s a request for EVERYTHING listed in my letter order to constitute full and sufficient validation of this debt.
  I'm sure you are aware of the provisions of the Fair Debt Collection Practices Act (FDCPA). If not, please refer to 15 U.S. Code § 1692g - Validation of debts.

  

  Business Response

  Date: 11/08/2022

  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:11/05/2022

  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.

  On April 5, 2022 I paid my Sephora VISA Comenity Bank account in full by mailing a check with the invoice & envelope provide with my statement. Comenity received the check, converted to ACH, and $258.25 was withdrawn from my Wells Fargo checking account. My Sephora VISA account has not been credited for the payment. I have called and written several times and repeatedly provide requested information. My account has not been credited my payment; I continue to make the minimum payments due to protect my credit rating. I have closed the account. Per Comenity's request, I provided a letter and documentation from Wells Fargo substantiating the fact that the payment was taken from my account and given to Comenity. Every time (most recent letter from Comenity Oct 25, 2022) I attempt to resolve, I get a new form letter back making new impossible requests (ex - copy of a cancelled check when Comenity converted to ACH and destroyed the paper copy). Their letters always say "our investigation has concluded". Shameful customer service. Unethical business practices.

  

  Business Response

  Date: 11/08/2022

  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:11/05/2022

  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 have two credit cards from Comenity Bank Ulta and Torrid. On 8/9/2022 my Ulta MC information was stolen. I reported this, a new card was issued, & when I activated it all access to my account was removed. I could not make payments, see my account, or do anything. I called CS & they initially said it was a technical glitch & to call back in a few weeks. I have called every week for 3 months & neither CS agents nor CS specialists have been able to get access to my account. Meanwhile I am getting calls, emails, texts from their debt collectors saying I am raking up late fees, interest because I haven't paid my debt; they have even gone so far as to call my mother and start harassing her. Last time I called CS they said there was nothing they could do, and I just needed to keep calling in the hopes of getting a supervisor, they wouldn't have someone call me back. Every time I call, I'm on hold for hours, half the time they hang up on me, or they say there is nothing they can do. Now my torrid credit card thru Comenity bank was hacked and I am facing the same issues. This is unacceptable and how they are handling the situation is lazy, wrong, and to blame it on a technical glitch but provide no information is wrong.

  

  Business Response

  Date: 11/08/2022

  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:11/05/2022

  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 SPOKE TO TRANSUNION, EXPERIAN AND EQUIFAX YOU'RE REPORTING INACCURATE INFORMATION AND I NEED COMENITY BANK/PIER 1- *************** TO PUT IN A REQUEST immediately TO HAVE THIS TRADELINE REMOVED FROM MY CREDIT REPORT
  
  COMENITY BANK/PIER 1- ***************
  
  Why do you report that I am 90 days late when there are no late payments prior to that? Delete this immediately
  
  I need to see all bank transactions and statements that belong to this company that would prove my payments were not accepted on time or you need to put in a request to EXPERIAN, TRANSUNION AND EQUIFAX TO have this tradeline removed FROM MY CREDIT REPORT immediately

  

  Business Response

  Date: 11/08/2022

  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:11/04/2022

  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 made a purchase from Women Within, received the goods, and needed to return the merchandise because they did not fit. I wanted to get a refund and they gave me a credit card for my refund. Because I was being treated so poorly that I did not want to do any more business with the company. When I sent the clothes back the post office said no charge to send it back in same package that they came in. This was one small package - their package. Then I was billed $56.++ to close the account after they said it was my fault. I paid the "shipping" to clear my bill, get rid of the account and everything out of my name.I told them I would not do business with them in the future again. So now I have another bill with additional fees and charges; now my total shows over $98.49. I am tired of being badly. I want this balance to be off my account as I have not made any other purchases . I have returned the products I received just as I was instructed to do. I have told the representatives on more than 1 occasion that I wanted my account closed as I will not do any shopping with them. If there are other purchases on an account with my name, they are fraudulent. I want any and all negative remarks removed from my name in reference to any late payments or additional fees sent to at the credit reporting bureaus to be corrected

  

  Business Response

  Date: 11/04/2022

  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:11/04/2022

  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.

  My complaint involves the posting date for payment recieved on a Ceasars Rewards credit card. The company has held payment by mail on two occasions until the day after due. After the first occurance in 2021 I called and explained that I will not use an online banking payment method and if this was an issue I would like to close my account. The late charge was removed and I was told payment by mail was acceptable. September 1st 2022 payment in full was sent by mail, Due on 9/05/2022. payment was posted paid on 9/6 and a late charge was assessed. I called to dispute the charge and was given a run around, I then closed and cancelled the account as they were not willing to hear my appeal. I have tried on multiple occasions to reach comenity by phone and my calls are denied and disconnected within their call system. Obviously by design. Fees and charges continue to accrue yet they are unwilling to recieve my calls. They also have cooresponded with multiple credit bureaus in an effort to taint my credit.

  

  Business Response

  Date: 11/04/2022

  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:11/04/2022

  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 opened a Comenity credit account through Wayfair in March of 2019 to purchase furniture for my new home following a divorce. I paid off the card on 6/30/2020. As I had a zero balance, I did not receive any statements from Comenity/Wayfair until 7/13/2022; on that date, I received a statement with six identical transactions in the amount of $95.76 which I did not initiate. I called ###-###-#### on 7/13/2022 and spoke with ****** in fraud protection, who indicated that the account had been frozen due to suspicious activity. She stated she would initiate a fraud investigation and I would receive a report of findings within 90 days by mail.
  
  I received another statement on 8/18/2022, which showed that the fraudulent charges had been removed from the account; however, I had been charged a $29.00 late fee. I again called and spoke with ******, ***, and ****** -- none of them were able to access my account or remove the fee. I was told "system upgrades" were to blame and I should call back at a later date.
  
  On 9/13/2022, I received another statement, with additional late fees applied. I called and spoke with Tiana, who advised me to disregard any statements I received during the 90-day fraud investigation, and that all charges would be removed. Meanwhile, I have been receiving multiple calls each day from a phone number in Reynoldsburg OH, which internet searches link to Comenity Bank collections. No messages have been left.
  
  On 10/12/2022, I received another statement, this time with late fees totalling $91.00 -- I called again and spoke with *****. She says the fraud team says the investigation was closed on 10/11, charges will be lifted, and credit bureaus will be notified. She also stated I'd receive written confirmation within 7-10 business days.
  
  It is now 11/4/2022, and I have yet to receive written confirmation.

  

  Business Response

  Date: 11/04/2022

  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: 11/07/2022

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

• Initial Complaint

  Date:11/04/2022

  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 completed a refinance and a check written from the attorney's office was mailed to Comenity-Sephora Visa Credit Card; **** *** ******. They are stating they have not received. It is extremely hard to get a customer service rep on the phone for assistance and when you do it is to no avail. The customer service has been rude and unhelpful, when you are directed to the website the website will be down and not updated as well. I am asking for this to be investigated and for the account to be researched and brought up to date, paid and closed and information to be sent to me stating this.

  

  Business Response

  Date: 11/04/2022

  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:11/04/2022

  Type:Customer Service 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.

  In Sept of 2022, I attempted to use my Ulta Credit Card online on the app, and it declined. I contacted customer service and was advised the store that I was shopping at was closed, causing the card to close. I go to the store and attempted to use it there and it declined again, the manager of the store calls Comenity Bank customer service and we are advised its a known issue due to a system upgrade, should be randomly fixed. I have tried several times online and at random stores and still the card declines. I contacted customer service in Sept, and spoke to a supervisor (********), who assured me she submitted a ticket to the I.T. Department to fix my card issue. I called on 11/4/2022, and another supervisor (***** * ******** * ******) informed me the card is restricted to make purchases, but the account is closed due to an upgrade in their system. This supervisor informed me that i would need to reapply for the credit card meaning pull an inquiry on my credit (which isn't good) , and if she closes my account it is also going to look bad on my credit.

  

  Business Response

  Date: 11/04/2022

  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: 11/15/2022

  I have not received a response to my issue, and also this is has been ongoing since Sept, and still has not been resolved.

  Why is it so hard to let me know the status of my blocked card.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ****** ******