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

  
• 

  Ashley Stewart Credit Card

  P O Box 650018 Dallas, TX 75265

• 

  WFNNB/Cosmetic Credit

  8035 Quivira Rd Ste 100 Lenexa, KS 66215-2746

• 

  World Financial Network National Bank

  1 W Flatiron Cir # 1188 Broomfield, CO 80021

• 

  WFNNB/Cosmetic Credit

  8035 Quivira Rd Ste 100 Lenexa, KS 66215-2746

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:05/04/2025

  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.

  On 4/2/2025, I went onto the bread financial app to make a payment on my Kay’s Credit card. When I tried to log in a pop up appeared on my screen saying “It’s not you, it’s us. We are experiencing technical difficulties please try again later”. I backed out waited until the next day and tried again. I got the same pop up. I even went to my App Store and made sure my phone had the latest version of the app and it did. I tried this everyday leading up to the day of making my credit card payment and kept receiving the same pop up. I tried again on 4/7 and 4/8 but still had no luck. On 4/9/2025 I was finally able to log in and make a payment. But to my surprise I had a late fee charge. I attempted to securely message someone in the app and they credited me $15.00 of the $30.00 late fee. I then asked them again why I was being held responsible for a late fee that I could not control because of the app being unavailable leading up to the day of my payment. They told me that I could have paid other ways if I would have looked at my account information. But how could I do that if I was unable to log into the application? They also said I was only eligible for a one time late fee credit of $15.00. And since they had did it once they were not going to do it again. All I am seeking is for my credit score to be adjusted for a late fee I could not control and a credit of the late fee I should not be responsible for.

  

  Business Response

  Date: 05/05/2025

  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: 05/05/2025

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

• Initial Complaint

  Date:05/01/2025

  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 Midas credit card account in October when I needed to ***lace an AC Fan unit in my truck on my way to work. I paid for the ***airs with my card under a special promotional financing program.

  In December, I contacted ***** customer care to set up payment arrangements so that the charges would be paid off and no interest would accrue. The bank ***resentative calculated the payments for me so that the balance would be paid off by February. All payments were auto drafted, on time, without being returned.

  The payments are as follows:

  (1) Dec 19, 2024 - $120.71

  (2) Jan 10, 2024 - $150.00

  (3) Feb 10, 2024 - $150.00

  Unbeknownst to me, in part due to not being able to create an account as I didnt have the physical card with me (I work in ********** and live in *******), the bank *** did not account for paper statement fees and, as such, my account became late in April due to $8 not being paid. However, I was under the impression that I owed no more money. Only when it became late and I got notified by ******** did I find out. I immediately contacted Midas and Comenity requesting a good faith correction to my credit ***ort and making the payment to bring my balance to zero (they refunded some charges) - and a letter was mailed to my house (that was never delivered) and then they closed my account without warning.

  This has been disastrous to my credit, and borders on deceptive marketing and bad/illegal business practices. Adding charges to ones account whilst prohibiting them from being able to enroll in the program that would stop the charges because the physical card is not in hand is completely unacceptable.

  I accept responsibility for any shortcomings of due diligence I had, but I did everything I could have done to ensure the account was paid as agreed - which it was!

  Again, I was unable to access any statements because Im ***** miles away from home. Im hopeful Comenity does the right thing. Thank you.

  

  Business Response

  Date: 05/01/2025

  We are Comenity Bank and Comenity ************. 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: 05/02/2025

  [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,
  
  ******* W. ********

• Initial Complaint

  Date:04/29/2025

  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 opened a Michaels credit card, which is managed by Comenity Bank. After applying, I did not receive the physical card or full account information. Despite having no access to my account, late fees and interest charges began accruing almost immediately.I made a minimum payment without even having my account number, just to avoid further damage to my record.

  Once the card finally arrived, I found that three months of interest had been charged. When I contacted Comenity Bank customer service to explain the situation, they refused to reverse the charges.

  In my opinion, a responsible bank would have offered a courtesy adjustment, especially considering that the delays appeared to be caused by their own internal processing. Instead, I was left paying unnecessary interest charges for an account I couldn't even access.

  I would urge others to be cautious before opening any credit account managed by **********************.

  

  Business Response

  Date: 04/29/2025

  We are Comenity Bank and Comenity ************. 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: 04/29/2025

  [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,
  
  ******** ********

  Customer Answer

  Date: 04/30/2025

  From: ** ******** <*****************************>
  Date: Tue, Apr 29, 2025 at 4:19 PM
  Subject: original complaint 23264151.
  To: <**********************************************************************************************>
  
  
  
  
  original complaint 23264151.  
  
  
  Sorry this is not actually resolved.  Please re-open.

• Initial Complaint

  Date:04/29/2025

  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 12/29/2024, while at a BUCKLE store, I was approved for a line of credit by Comenity Bank for $175. I used this $175 and paid the difference with my debit card.

  On 1/5/25, I contacted Comenity Bank asking if my new cc was in the mail and explained that when I logged in, it did not show an active account (I'd had a BUCKLE card about 2 years prior to this). I was told by the rep on the phone that I had a zero balance (after verifying my name, address and ss#).

  On 1/12/25, I called Comenity Bank again to verify, because after thinking about this, I knew I had used a line of credit on 12/29/24. I also called the BUCKLE store I shopped at, and they confirmed that I used a debit card for the purchase.

  In Feb 2025, on my Experian credit report, a negative impact posted from Comenity Bank for late payment. Immediately I contacted them and explained the situations above. Again, they confirmed I had a zero balance but could not explain the credit report information.

  In March 2025, late fees and interest showed up on the delinquent info on my credit report. Finally Comenity Bank told me they used my married name .... which changed on 5/18/2017 when I divorced (WHY WOULD THEY DO THIS)? I explained that was their error and have been offering since Jan2025, to pay my $175 and as of 4/29/25, they STILL HAVE NOT sent my cc or a statement, or anything but keep saying I'm required to pay late fees and interest, for THEIR mistake. (I've not used the last name ******** since 5/18/2017 when I divorced).

  I have repeatedly asked them to send me a statement or my account number so I can go online to the correct account and pay the $175 of the original purchase.

  I am NOT paying late fees or interest for their mistake, and they need to IMMEDIATELY remove the negativity from my credit report.

  

  Business Response

  Date: 04/29/2025

  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: 04/29/2025

  Since 1/5/25 up to 4/29/25, I have reached out requesting to pay the $175 and was given not only incorrect information of having a zero balance,  but found out that comenity bank opened an account under a name I have not used for more than 8 years prior to the original purchase date, never mailed me a credit card or statement since opening the account on 12/29/25, refuses to mail a statement or the credit card, had tried to charge me interest and late fees because they will not provide me with my amount number. 

  While I was typing this response, comenity bank collections called me again. Their people do not listen and do nothing to resolve this situation. They refuse to mail my card or a statement to me but always verify my mailing address. 

  WHAT DO I DO?
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/29/2025

  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 the Sephora credit card. The card was pretty much paid off when this joke of a bank / cc company decided to take a few dollars of fees onto my balance. I have tried DOZENS of times to login to pay using my credit card number and username and password, etc. It will not let me login and pay this ridiculous fee plus all the ridiculous late fees they are charging me for something that I have no control over !(their stupid website including the one where it says you don’t have to login to pay, it doesn’t recognize my last 4 of my social security number either.

  I am sick of them taking advice of me as a disabled person and repeatedly charging me late fees and interest on a balance that should have been ZERO. They are milking this and taking advantage of consumers by purposely making it IMPOSSIBLE to pay the stinking bill!

  Yes I receive the statements but if I can’t login to pay they’re USELESS.

  Calling phone support is also useless because 1) the staff can half speak English and they are hard to understand with me being hearing impaired in one ear 2) they tack EVEN MORE fees on to your bill to gyp you! The gov needs to look into this company

  

  Business Response

  Date: 04/29/2025

  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: 05/04/2025

  issue isn’t resolved to my specifications, site still won’t recognize my credentials to pay bill. No contact /resolution thus far from company. 
  

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

• Initial Complaint

  Date:04/24/2025

  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.

  On 4/24/25 spoke with Comenity Bank customer service via phone-concerning Hard Inquiry on reports on 2/12/25 to all 3 reports , for a credit card application. He questioned if it was Jareds, i advised no, showing for Zales. I explained to him was online, and it offered several options to pay later, with no impact to my credit. He advised he had a same call earlier.Agent advised nothing he could do to help because I wasnt a customer. His directives were to contact the *****

  Cant submit anything to escalations or to the cras either., bcuz I dont have an acct with them. He stated best option is to submit directly with them. I Asked about a confirmation number or complaint to with my dispute or conversation had with them advising the instructions. Only could provide name and ID.

  I advised **** are not very reliable and known for doing the right thing, especially by word of mouth. I advised most banks have a complaint **** to submit non customer complaints. He advised there isnt one. He stated could speak with manager to request complaint.

  Spoke with Manager-******* OD-1436, advised of issue and wanting to file Complaint simply for confirmation purposes ; she advised cant set up complaint for non customers.Ask for some sort of confirmation that I spoke with them and was advised what to do, in turn she provided me her name and ID. She provided with An adress to submit complaint to:Commenting capital bank Attn :credit bureau dispute **** P.O. Box ****** Columbus oh 43218-2120

  She did extend research to look up my info by date, name; phone, zip code, and advised Doesnt pull up anything . I have physical limitations and am able to get to a **** to send a dispute for an error on their end. Unfortunately disputes can reported online through some ****.

  

  Business Response

  Date: 04/25/2025

  We are Comenity Bank and Comenity ************. 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: 04/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23248363
  
  I am rejecting this response because: I am not a customer of ******************** and never have been. So HOW were they going to contact me directly?Also,!I am a consumer and I have a right to agree as to whether or not info to be shared with this 3rd party, which supersedes your policies.  I am familiar with banking policies  and regulations. 
  

  For the sake of argument, Once the business has sent me written correspondence VIA email address provided on this complaint, I will read over and if agreed with resolution, then will return to BBB for my response. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/23/2025

  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 recently bought a laptop from **** from credit. I paid the total balance off in just a few payments. Then I get a bill for $25 and the charge is from Round Rock Tx. I NEVER AUTHORIZED THAT PAYMENT. I called numerous times to try and settle the issue but only get the run around. I kept getting charged from the ********** so I finally cancelled the **** credit card. Today I get a bill for $174. For what? The laptop was paid in full a few weeks after I purchased it

  

  Business Response

  Date: 04/23/2025

  We are Comenity Bank and Comenity ************. 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:04/22/2025

  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 mail my bills via us postal service the day after I receive any bill. Ulta decided to state they didnt receive my bill until 10 days post due date which either they didnt post it timely, it was lost in their system, or the mail service but I mailed it timely. I called today and was only offered 15 dollars of the 30 dollar late fee which I do not accept. I spoke to a manager Vivi and she refused as well. I pay more then my statement balance due monthly as well. I will stop using this card immediately unless the 30 dollar late fee is refunded immediately to my account. I cant pay on line because 90 percent of the time it wont let me in even when i enter my account number last 4 of my ss ect. I cant in now! Instead I am using my very little time I get off work on this which makes me angrier! Instead of relaxing I am writing a complaint because Ulta wants to make money any way you all can!

  

  Business Response

  Date: 04/23/2025

  We are Comenity Bank and Comenity ************. 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:04/21/2025

  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 purchased a ring from *** ******** at the ***********, using a credit card from Comenity Bank. I was told by ***, sales person, that is I paid my ring off early, that there will be no interest charged. I have not purchased anything wise from this card. The final sale cost was, $1,400.78. I was told by *** that my first payment wouldnt be until February. On February 5, 2025, I walked into Kai ******** and was helped by one of their sales representative. I told them that I wanted to pay on my card. They looked up my information and said that I owed $35.00. I told them that wanted to pay the card off. On February 5th, I paid $1,408.75 dollars. The salesperson said, thank you. I said, you welcome, and I left the store. No one ever said that I would be charged anything else. I was told that that would be my final bill. Then I received a bill from Comenity Bank saying that I had a late balance. Let me remind you, I paid them totally off. I called Comenity Bank, and explained my situation to the person who answered the phone. They said that I had a late fee. I said, how can I have a late fee on something that I paid off? Their explanation made no sense. I said, youre trying to cheat me, and if youre cheating me on something that I pays off. Who else are youre cheating? I then told them that I am going to contact the BBB. The person hung up in my face. Now Im receiving threatening voicemails from this company. Im which, I have to keep blocking them. This late fee is ruining my credit, which I worked hard on rebuilding. I would appreciate someones help on this matter. Thank you!

  

  Business Response

  Date: 04/22/2025

  We are Comenity Bank and Comenity ************. 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: 04/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23233557
  
  I am rejecting this response because: I did not receive an email from the business.
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 04/24/2025

  ****** ***** <******************************>
  Apr 23, 2025, 10:07 PM (10 hours ago)
  to disputeresolution
  
  
  This is a voicemail from Comunity Bank. 
  Hi ***** ***** my name is ******. I'm calling today in regards to some information that needs to be addressed with you or an attorney. This is regarding Comenity Bank and *** jewelers. ***** I do have some information that should benefit you but I can't help you if you continue to ignore this so I do need a call back from you or your attorney today. It is April 23. Otherwise, I'll be left with no choice, but to continue efforts to resolve this You understand, I do have options available to help you and prevent the next step The number to reach me is ************* Zero 0050 ***** I do have details to help you. I just can't help you voicemail. I need to speak to you directly. My number again is ************* Option one extension, 151-0050 
  
  
  This is the first time I received a call or voicemail from them. And, their calling from an unknown number. I was at work when they called me. I have not been ignoring them. I am trying to understand how it got this far, on something that was paid off, in the store. On February 5, 2025.
  
  
  Thank you,
  ****** *****
  

  
  

• Initial Complaint

  Date:04/20/2025

  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.

  COMENITY BANK been trying to collect a debt that I do not owe them. I paid of my balance in full. After to speaking to one of their representatives in December 2024. They told me I have no balance. After that they added interest and late fee as a error on their part. I told them I'm not responsible for any fees. They proceeded to add late fees every month. They keep harassing by calling me multiple times a day, since January 2025. Please help me rectify this issue. Should a consumer pay interest and late fee after balance has been paid in full?

  

  Business Response

  Date: 04/21/2025

  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: 04/21/2025

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