Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,194 total complaints in the last 3 years.
- 1,314 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:10/01/2022
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've tried calling customer service 3 times. They are the absolute worse. I have 4 accounts with comenity bank. On the third try I was able to get a customer service rep to transfer me to a specialist. I'm not sure it was actually a someone who could help so I'm filing this complaint. The first rep I spoke to, I told I was having issues logging in and my payment was due today. He mentioned making a payment through the automated system. I asked if he could verify the last 4 numbers of the checking account I used on my last payment. He asked a few security questions, then proceeded to tell me the ENTIRE checking account number and asked if I needed the routing number. This is a problem for me. All of my information from my previous checking account is on the dark web as well as other personal information. The answer to every security question he asked me is on the dark web. It's concerning that anyone who can find my info on the dark web can call into comenity bank, verify a few security questions and get the account and routing numbers for my new checking account. I've never had any financial institution give out my checking account number. I'm so close to closing all of my accounts.
Business Response
Date: 10/04/2022
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:09/30/2022
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 returned items from an order I purchased online on Avenue.com. I received 2 credit refunds one on 6-28-22 for $36 the other on 7-14-22 for $44 a total amount of $80, but the bank has not refunded my Avenue credit card account for the 2 returns. I have been going back and forth with Comenity since July. I sent copies on 8-29-22 to the bank of the credit memos I received showing the refunds from Avenue.com. The bank continues to give bogus excuses and have not credited the refund of $80 plus any accrued interest on my credit account. I need help.Business Response
Date: 10/03/2022
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:09/29/2022
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 contacting Comenity Capital Bank/BJ's Mastercard trying to get my 3% back on purchase I made. No one will help me. All excuses, Here are the dates and amounts I am suppose to receive 3 percent back...6/30/22 $99.91 and 6/27/22 $5.99.. Now my last purchase of $81.81 on 9/19/22 went down from 2.45 to 1.13.Business Response
Date: 09/29/2022
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: 09/29/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18148118
I am rejecting this response because: I have contacted them several times and they make excuses of why I am not receiving my 3 percent.
Regards,
***** ******Initial Complaint
Date:09/29/2022
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.
BBB transcribed from handwritten letter:
RE: Woman Within / Comenity Bank
I purchased 2 pair of shoes in different colors. I was charged $26.99 for one pair & $52 for the second pair. I paid $26.99 & tax & 26.99 & tax = $57.76. (paid in full)
I keep on getting charged a late fee & a finance charge. I have enclosed all particulars.
Please help.
Any further information you need I will be more than glad to provide.
Attachments
#1 Advertisement for shoes Inc price
#2 Statement showing one correct price. I did not order 3 pair of shoes on 6/27/33. I paid the advertised price of $28.88 x 2 with my check #1614.
#3 They gave me a credit for the pair I returned.
#4 They charged me a late fee of $27.81
#5 I have written letters
#6 With only 1 response. They DO NOT answer the phone
#7 They are charging me late fees for something I have paid for in full. As you can see all the phone #’s I have tried according to the internet
#8 Most current statement which shows a balance of 85.47.
This ia crazyBusiness Response
Date: 09/29/2022
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:09/29/2022
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.
This account is not mine but is reflecting on my credit report.
Comenity/ Zales
Acct #: ************ Opened : 05/01/2018
Amount : $1,850.00
They are illegally furnishing data on my consumer report that one is not mine or i don’t remember opening these accounts. i never gave Comenity/ Zales any verbal or written consent to report anything on my consumer report. no consent is identity theft. so they are violating law 15 U.S. Code § 1681b
i am personally writing to them with help of my lawyer that is telling me to gather all this information to file lawsuits to the credit bureaus and these companies that are making money off me while maintaining my credit in the ruins. selling my information to third parties.Business Response
Date: 10/03/2022
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:09/28/2022
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 placed an order & opened the card on aug 7, 2022. I received my first statement with payment due date of sept 7, 2022. I created an online account, set up autopay, & then was shocked when I got another bill showing a late fee because the autopsy didn’t go through. I logged in, paid the account in full on Sept 16, 2022, & thought the matter was closed. I was never notified that the payment was rejected by Comenity & then I was assessed a returned check fee. They claim there is an issue with my Checking account; there is not, & I verified the account & routing numbers multiple times. I called tonight to pay off the account & close it, & they had the audacity to charge me a fee to pay over the phone as well as refusing the remove the returned check fee.Business Response
Date: 10/03/2022
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:09/28/2022
Type: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.
Since 6/20/22, New York & Company has been unable to access my account. I received a new card on 7/6/22. I have not been able to activate the card due to no match. NY&CO stated that they were going through a system update & access should occur soon. I was not able to initially pay bill via phone or on line due to this error. This resulted in a late fee & report to the credit bureau. I am now able to pay bill using the last 4 digits of my social security number & the fees have been removed from my bill. They are still unable to open my account in order to issue a new number, etc. They reported that there are several accounts that are experiencing the same issues. I am unable to use the account & only receive an apology with no resolution. I have spoken with representatives & supervisors. Today, I requested to speak with the supervisor’s manager. I was put on hold for several minutes then was disconnected. I was issued an account over 20 years ago. This is unacceptable.Business Response
Date: 10/03/2022
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: 10/05/2022
I accept the business's response to resolve this complaint. Since the business is already aware of my concerns, I expect immediate resolution to this matter.
Regards,
****** ********Initial Complaint
Date:09/28/2022
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 have a financial and medical hardship and have been trying to set up a payment plan for my BJ'S card to no avail. My mother who is authorized to speak on my behalf and handle the card Transactions called two days ago and was on the phone with an associate for 37 minutes. The associate offered a 60 month long term plan. she took my mothers routing number and account number gave the payment schedule. At the end of the call when we were about to end the call the associate told us the plan was not going through. Mt mother immediately began to panic and asked to speak with a supervisor at that time the associate hung up on my mothers. my mother was devastated and cried for hours. Ihad a almost 800 credit score that went to 500 in 3 months she is hurt for me. Subsequent phone calls were filled with apologizes and the news the long term payment plan is not even an option. Why was that offered? why is this happening? they are willing to give a big $4000 credit card a 19 yr old first credit card why not be willing to help with the balance now? or ensure that this account does not get further into default? instead they are offering an extremely high payment plan only for three months again why was the long term offered and how is that ok that now we can not get it? this the second complaint asking for help and no one at this bank is willing to help or has reached for a resolution out LAST 4 OF SS - ****Business Response
Date: 10/03/2022
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: 10/05/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18140659
I am rejecting this response because:
Regards,
****** *******Initial Complaint
Date:09/27/2022
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 paid down my commenity credit card very much and the credit card is still reporting that I owe the full amount. What can be done about this? It is almost a $6000 difference,Business Response
Date: 10/03/2022
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:09/27/2022
Type: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 have the comenity bank forever 21 card. I made a purchase in June 2022, I paid off the balance of $185+ on July 1, 2022. The balance is still currently on all of my credit reports! October 1st is in a couple of days that will be 3 months this balance is on my credit reports and can have a negative affect on them. I called them and stated it needed to be removed and the representative stated they will remove the balance within 24 hours. That time has lapsed and passed and its still on my credit reports!Business Response
Date: 10/03/2022
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: 10/03/2022
I accept the business's response to resolve this complaint.
Regards,
******** *******
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