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Complaint Details
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Initial Complaint
06/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
False advertising, misleading website information. They clearly state 3% or 3 points per dollar spent on NFL tickets purchased through seatgeek. I made two sets of NFL tickets purchases through ******** and was only rewarded 1 point per dollar dispite 3 long phone calls trying to resolve the issue. The sent me a letter stating seatgeek only qualifies for 1% which does not match their advertising.
Business response
06/10/2024
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 response
06/10/2024
[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:
Regards,
******* *******Initial Complaint
06/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I signed up for MySmileCare after I visited the ***** ****** ***** in Louisville.
The bill: $226. The date: 02/09/24.
When I got the first statement, I tried to login online, but I couldn't see the account number on the statement, so I paid via ******** **** because they send payments electronically and via other means. I paid $50 on 03/02/24.
When I noticed they didn't take the payment in 2 days electronically, I called and they said they didn't get any payments. It turned out they refused the electronic payments and they accepted checks from the bank; the payment cleared 05/06/24 but was processed 03/11/24. I sent another payment of $50 on 03/18/2024 that was cleared 03/20/24 but was processed by them on 03/25/24.
I tried to login to pay online but they require a routing and banking number info which I don't share for security reasons. I couldn't pay by card, so I sent another payment of $50 on 04/15/24, which was cleared 04/17/24 but was processed by them on 04/24/24 and they applied late fees.
When I called they said the payment was late and it should have arrived on 04/19/24. I told them that I sent 2 payments the previous month to be applied to two separate months because I couldn't figure out how they process payments. They said they applied 2 payments to 1 month because of their billing cycle nonsense.
When I asked if I could pay by card online to avoid future late fees, they said they accept cards only by phone; I had to share my debit card info with them (which I don't do for security reasons) and they would apply the fee $10. I said I would sent the entire remaining payment $114.26 immediately and that I wanted my account closed.
I sent the payment $114.25 on 05/13/24 via bank. It cleared on 05/17/24. They processed it on 05/28/24 and applied late fees of $35 + interest $3.55. My bank tried to intervene and had them on call on 05/31/24. They didn't cooperate or explain.
I won't pay any fees because what they do is predatory and dishonest.
Business response
06/06/2024
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 response
06/12/2024
I accept the business's response to reply to this complaint. I do not and will not close the complaint until its resolution.
So far, the business has not responded to my complaint because they think they can charge me forever this way.
Regards,
***** *****Initial Complaint
06/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 10/20/2023, I received a letter from Comenity Bank regarding an application for one of their financial products, Bread Cashback AMEX. I originally received a pre-approval offer that specified that I would receive a $200 cashback bonus after spending $1000 within the first 90 days; this offer has a link to apply to have the offer applied when submitting the application.
When I called Comenity bank, after receiving a letter on 10/20/23, the letter said "We have received your application; however, we are unable to continue processing your application until you contact us to verify the information provided".
After speaking to the representative, they stated that needed to re-submit the application as information on the application I submitted was incorrect. I asked would this affect the bonus offer, and they replied it would not and I was still eligible for the offer after the account was opened and all requirements were met.
After receiving the card, I met the $1000 spending amount by December billing statement. I waited the 90 days and was told that the $200 bonus would be applied by the March 08, 2024 billing statement, I also received a letter from Comenity stating the same information after opening a dispute resolution regarding not receiving the bonus per their specified terms. Every supervisor and representative said that the account was eligible and that I met the requirements and they all explained that I should have received the $200 bonus offer.
Since March 2024, I have had an open dispute ticket with Comenity and with no resolution until 5/29/24, in which the letter states, "Unfortunately your account does not qualify based on the Rewards program parameters established by BREAD CASHBACK(TM)".
After call Comenity, the representative stated the note on the account stated that because the offer code on the marketing mailer for the $200 offer was not applied, the account is ineligible.
I have provided all documentation to Comenity regarding this matter.
Business response
06/05/2024
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 response
06/05/2024
This is an open dispute with Comenity Bank, until Comenity sends a letter, this case will remain open until resolution between myself and Comenity.
Regards,
**** *********Initial Complaint
06/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am disputing an account with Comenity Bank that I did not open. Requesting a prompt investigation for resolution.Business response
06/04/2024
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
06/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My lending club account with Comenity Bank ends with ****. The first bill was sent to me and due on Sunday, March 17, 2024. I mailed the bill from the inside of a US Post Office and was assured by the employee that the payment would be there before Sunday, March 17. However, they received the payment on March 18. I called when I got the next bill and was told they would not waive the entire $30.00 late charge but could give me $15.00 back. The $15.00 credit is better than being charged the full $30.00 but the more I think about it...why would the Bank have a due date of a Sunday and not give credit of 24 hours when the due date is on a Sunday. I have written to them but they did not answer. I wrote to Lending Club but was advised that the Bank handles the late charge. At this point, I have closed the line of credit and I am paying it off ahead of the monthly payments. I will have it paid in full by summers end. I would not be 30 days late if my bill was NOT due on a Sunday, March 17. Since this incident with the Sunday payment date, I have been making my payments over the phone. However, I prefer to pay by check since that is allowed. I hope you can help me get the credit for the $15.00 and get a reversal of the 30 days late on my credit report. Again if the United States Post Office delivered on a Sunday I would NOT be in this predicament. Thank you.Business response
06/04/2024
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
05/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 5/28/2024 an inaccurate late payment was places on my credit report. My payment is due monthly on the 20th of each month and when I made May's payment on 5/28/2024 they said I was 30 days late. This was not 30 days late only 8 days. I called some of my other Credit Report companies to ask them how that work, and they said if you make the payment before on the 20th then your next payment is not due till the 20th of the next month. Then they all stated that's when your late start if the payment is made by the due date. That wasn't 30 days but I tried to discuss the situation with them they didn't care, didn't want to listen to me nor to try to resolve this issue. You cannot talk to the exact people and you have to mail paperwork. Comenity is a terrible company and I'm already on a hardship for 10 months and they know it but don't even appreciate that I'm trying to keep the bills paid on time due to me losing my ay check. Never in my life have I been 30 days late on anything and I will never let that happen.Business response
05/31/2024
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 response
06/04/2024
[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:
Regards,
******** ******* *******Initial Complaint
05/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I started an account with Community (indirectly through Carter's). They mailed my first billing statement 5/24/24, which arrived today 5/30/24. Before even sending my first bill (or even the credit card), they already added the monthly interest AND a late fee. I called and asked about this issue and they said "we are sorry and will credit you back $15 (of the $39 late fee) but we can not do anything about the interest accrual". I asked to close my account if they could not remedy this unethical act. They responded by revoking the $15 credit. This is a fraudulent and unethical financial institution.Business response
05/31/2024
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
05/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This complaint is for my Floor and Decor credit Card Acct # ******************** I spoke to a Supervisor to request a one-time courtesy waiver of late fee of $29.00. After 17 months of fulfilling my responsibility of making timely payments, I ran into delays securing funds to make my last payment by the deadline. Nevertheless, the loan has now been paid in full. Extremely poor customer service. The Supervisor stated my account was closed so they could not waive the late fee. However, when I asked if they could levy additional late fees, the supervisor stated yes they can. They cannot waive fees on a closed account but they can certainly keep it open and active to damage your credit worthiness. How is this a fair practice?Business response
05/30/2024
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
05/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I mailed a check payment in the amount of $1053.78 on April 17th to Comenity bank to pay off my current balance. The account # *********. On April 25th I phoned Comenity to ask why the payment hadn’t posted. They informed me they didn’t receive it. I phoned my financial institution and they emailed me a copy of check. A couple of days I checked again and still the check hasn’t posted. After speaking to my bank they said the check cleared on 4/29/24 and sent me a copy of cancel check. I continued to call but wasn’t getting anywhere. On May 17th I received attached letter stating I had 15 days to provide proof. I called and ask could I fax/email I was told they didn’t have those options. So I sent certified mail of attachments below. I just want this issue to be resolved asap! I’m a senior citizen and this has become very overwhelming. Can someone please help to get these funds posted to my account.Business response
05/29/2024
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
05/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to seek your assistance regarding unresolved disputes with a merchant named ********** and my credit card company, Comenity Capital Bank. Despite not receiving any goods or services, my credit card was charged: 1) $2300 on May 31st 2023. 2) $4500 on May 24th 2023. 3) 2500 on June 5th 2023. 4) $4500 on July 25th 2023. 5) $4700 on July 15th 2023. I have made earnest attempts to resolve this issue with Comenity Capital Bank and provided them with evidence of my claim. However, their response has been unsatisfactory, and the dispute remains unresolved for nearly 11 months, dating back to August 2023. I am now turning to the Better Business Bureau in the hope that you can help me recover these funds. According to the Fair Credit Billing Act, I have the right to dispute charges for goods or services that were not delivered as agreed or were defective. I kindly request that you investigate this matter and assist me in resolving this dispute. I look forward to a prompt resolution and would appreciate it if you could send me a written confirmation of your actions and the outcome of your investigation.Business response
05/30/2024
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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Customer Complaints Summary
5,567 total complaints in the last 3 years.
1,500 complaints closed in the last 12 months.