Complaints
This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,381 total complaints in the last 3 years.
- 583 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:03/11/2025
Type:Billing 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.
Comenity Bank/**** has failed to update my paid-off credit card balance with the credit bureaus. My account has been paid down to $65.71, but my credit reports still show a much higher balance, negatively affecting my credit score. I have contacted Comenity multiple times, and they have refused to correct this in a timely manner. This is inaccurate reporting, and I am requesting that Comenity immediately update my credit report to reflect the correct balance. Failure to do so violates the Fair Credit Reporting Act (FCRA). Please resolve this issue ****.Business Response
Date: 03/11/2025
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: 03/19/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******* ******Initial Complaint
Date:03/11/2025
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 got eye lasik surgery February 2023, and was supposed to pay off the balance in two years. Except now they are saying I was only making minimum payments and the balance has tripled. I would like to pay off the balance before the penalty. I would have never agreed to this penalty. I could have paid off the balance.Business Response
Date: 03/11/2025
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:03/11/2025
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 had applied for an Ulta Beauty Credit Card and was approved for a certain limit, which is through the Comenity Bank, which I feel is practicing unfair services, they expect me to make a payment when they have not provided me with a physical or ditgial credit card, when you go to make a payment online they ask for a Credit Card number which I do not have because I never recieved the card in mail. Then it leads to them reporting late fees and missed payments inaccuratley on credit report, which I feel is unfair - they never got in contact with me to resolve the issue. They have failed to provided me account access, failed to disclose late fees or other penalties that have lead to bad credit reports. This is a deceptive practice on Comenity Bank. And I will be reporting to the ******************* of how there employess are very unprofessional and rude.Business Response
Date: 03/11/2025
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: 03/21/2025
*****, Trinity <*********************************>
Attachments
Mar 20, 2025, 4:25 PM (17 hours ago)
to ********************************************************* Trinity
Good afternoon,
Please see the attached email to help with my dispute against Comenity Capital Bank where I am not in agreement with what they are able to help with. I had a someone reach out to me today from Comenity Capital Bank, but they stated it wasn't in regard to this dispute, I asked if she could transfer me to someone who could help me since they were supposed to reach out to me. After being on hold for a few minutes, I was reached by a supervisor. I explained the situation and she said that she was sorry, but their system only allows her to take 2 fees off in a 12-month rolling period and she was unable to fix the credit report. I told her that I would just reach back out to BBB. If you have any questions, you can reach me at either emails above or at **********.
Thank you for all your help.
Trinity Capek
Personal Banker II
UMB Bank
********************
*******, MO 64735
************ Office
*********************************
NMLS #*******Initial Complaint
Date:03/11/2025
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 purchased a soundbar from **** using my **** financial account on February 6th. The soundbar was damaged and non-functional when delivered. I paid for an advanced exchange where you buy the item again and they send you a new one immediately as opposed to waiting for the damaged item to be returned. The item was returned and processed on 2/17, but **** did not ever process a replacement. After waiting a week, I had them cancel the order entirely. I have called 3 times and been told to wait for processing, now the original payment is hitting my credit and Im being told to pay for a damaged item that **** completely mishandled from start to finish. I want my account fixed and my ********************** corrected immediately.Business Response
Date: 03/11/2025
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:03/11/2025
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 purchased clothing @ Torrid for $170.53. I went online to Torrid Credit Card and entered my bank account and routing number to make a full payment of the $170.53 on 2/1/25. Comenity Bank charged me a late fee on 2/2/25 of $30.00. My bank number and routing number were entered correctly as I have tripled checked. They did not let me know through email that my payment was returned; which it should not have been. They have apparently tried to phone me, but I do not answer numbers that are listed as restricted or an unfamiliar area code. Since then they continue to add on fees of $52.27. I am requesting that they take the fees totaling $82.27 off my account, because they neglected to reach out to me through email as I do all of my billing online. They are a shady company trying to take advantage of hard working people that just want to add up the fees. This is totally unacceptable!Business Response
Date: 03/11/2025
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:03/10/2025
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.
Made a purchase at ******** secret at the End of November. Never received a bill in the mail from Victoria secret, so called In January to make my payment which the automated system stated i owed $190.00which is what i paid. i called back a couple days later and stated my balance was $0. I never received a bill until today stating i owe $69.36. I called ******** secret spoke with *******; she told me that there was nothing that they will do for me even though their system stated i owed $0. I been having mail issues went to the main post office and the mail man that we have assigned to us is delivery other people's mail to other people's house that truly aren't the correct addresses I think this is ridiculous that i have to pay $69.36 for late fees that i had no idea about. ******* told me even if i made a payment today that i would get charged another late fee of $39.00 since it is due on March ******* which it isn't even March 11 and if the payment was made today, it wouldn't be considered late. Not sure how i can be charged a late fee if something was paid before the due date.Business Response
Date: 03/11/2025
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: 03/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23045628
I am rejecting this response because:
Regards,
******** ****Customer Answer
Date: 03/17/2025
I never received a call or email from community bank regarding this issue.Initial Complaint
Date:03/10/2025
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.
12/3/2024 Made a purchase at Academy Outdoor.1/4/2025 Paid the account balance in full on their website. I walked away knowing my account was paid in full. However, they misled me by concealing a Late Fee that posted two days earlier on 1/2/2025. I have no idea about this. They have me on paperless statements.2/2/2025 they posted another late fee for not paying the previous late fee (which I had no idea about).3/6/2025 I pay the full account balance on their website as first step to close out this account. Again, I was misled because they concealed yet another late fee posted four days earlier on 3/2/2025.3/8/2025 I see an email that the statement balance is $33.3/10/2025 Spoke with three representatives today. In an effort to get me to not close the account, they want to extort another $5 to eliminate the current late fee, but not return any of the previous fees ($58) already paid.They have assessed $91 to date in late fees for a purchase that was paid for IN FULL January 4, 2025.Their practices are predatory and misleading. Using their website, there's no clear way for customers to know if they are ever indeed paying off their entire balance in ******* I have any recourse to get ANY part of the unfairly accrues late fees credited back to me?Business Response
Date: 03/10/2025
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:03/10/2025
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 went online to pay my credit card balance off in February I selected the amount the ******** Secrets website said was the remaining balance and scheduled the payment for 2/14/25. I went back onto the website March 4 to see there was a balance of 0.55 & paid that. Today I received a statement showing a late fee of $28. for the 0.55. that was due March 3rd, but was not included in the remaining balance listed on the website when i made my payment in February. I have spoke with customer service who told me they could not remove the late fee, but could not explain why the website did not have that balance included in remaining balance when i made a payment in February.Business Response
Date: 03/11/2025
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:03/10/2025
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 8/7/24, my wife purchased a pair of tennis shoes. At the same time, she opened upon Academy/Comenity Capital Bank Credit account.
******, my wife, did not like the fit of the shoes, so we returned them to the same store to exchange them for a smaller shoe. That pair still did not fit well, so I returned them. I could not find the receipt so I think I left it in the box of shoes, but Academy could not find a return receipt so we weren't given credit for the original shoes ($156.95).
We did return them to one of the cashiers who took the shoes and did something on the cash register to give us credit for the return but we have no receipt to prove it and Academy could not find it in their recipe records as well.
We do not have that kind of money to just give away so we have been disputing the amount owed. We have made other purchases at Academy but we have paid for that. We do not have the shoes and ask that Commodity and Academy honor our word and give us credit for the returned shoes.
While the have been disputing the sale/return, Commodity had been charging late fees. I believe our current balance is around $300 for the original shoes. We ask that those charges be rescinded as well given the circumstances.Business Response
Date: 03/12/2025
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:03/10/2025
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.
Comenity sold my account to Midland Credit Management as of December 31, 2024. I continued to make payments to Comenity in the amounts of $****** and $******* in January and February. Comenity accepted these payments knowing my account was closed and sold to Midland Credit Management. After approximately 15 phone calls to Comenity, I have been told they were going to buy back the account, transfer the ******* I had paid, then told they could not transfer the money back, then told the account was closed and there was nothing they could do at all. So essentially, they have stolen the ******* I paid that should have been applied to the balance on my account before it was sold to another company. I was also told I could receive a refund and then told I could not. I have spoken with approximately 20 different people and received 20 different solutions all which are untrue. The last person I spoke to was ****** at **************************** She stated they would either buy back the account or transfer the money to Midland Credit within 7 to 10 days. I have bank statements where these amounts were deducted from my checking account and a letter from Comenity stating I paid ******* but they will not generate another letter stating that I paid the ******.Business Response
Date: 03/10/2025
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: 03/21/2025
I have not received a corrected letter from them. They sent me one letter but it did not have the correct amount I had paid them so I requested a corrected letter and I never received it. They have still not forwarded the payments I made to them to the company they sold my account to in the amount I paid of *******.
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