Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In September 2023, I received a bill for a Bread Rewards credit card for $8. I had not used the card at all. I called and filed a dispute. I received a letter in October 2023 saying I was not responsible for the $8. However, I continued (and still am continuing) to get hit with late fees and interest charges because they never removed the disputed charge from my account as they said they would.
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
05/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened up my New York & Company Comenity Bank credit card online. Shortly after doing so my Comenity Bank card was hacked and fraud was notated. I was asked if I would like a new card and close the old account I said no close everything I'm not interested. Also around the same time my Victoria's Secret card by Comenity Bank was also hacked and this one I chose to get a new card and keep. I was told my New York and Company account would be closed with a zero balance as fraud was detected and I was told it was resolved. Now recently I've noticed they keep reporting this account to the credit bureau for the last 4 months showing late and have also added an additional $43 per month in late fees. I've attempted to contact them numerous times and then get transferred to a different department and no one either comes on the phone or I get hung up on. This is maddening. I've talked to a couple people prior to the attempted transfer who told me they couldn't helpBusiness response
05/28/2024
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
05/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a credit card from Academy through this bank. I paid my last payment of $10.63 on the 18th of May to $0 my balance roughly at 4:15pm CST. It only gave me an option to process on the 19th so I had no other choice but to select it. Payment with through and they are now telling me that because the payment went on the 19th even though I paid it on the 18th that I was assessed a $37 late fee +$2 dollars on interest plus another $15 late fee charge. My total balance which was previously $0 now $54? I called and talked to multiple people and no one helped. This is a case of taking advantage of people, I have never seen a credit card company treat somebody like this whenever they paid on time. It is not my fault when your system does not allow the person making the payment giving them the option to select payment day of. This is unethical business practice and I feel so sorry for so many people that they probably have taken advantage of making tens of thousands of dollars off of. This needs to be investigated by someone.Business response
05/28/2024
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
05/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Comenity took over the Dell Computer account and in doing so had the wrong phone number AND address, They just posted a deliquent pay report to the credit companies. When I called them they admitted having the wrong number and the wrong address and offered to take off the late fees. This in of itself is admitting it was their fault. The lady could not take of the deliquent report and suggested this way of doing so. This needs to come off my credit. In addition Comenity does not ALLOW you to pay in full online. They only take monthly paymentsBusiness response
05/24/2024
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
05/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I open Sally Beauty Card goes through Comenity. I activated the card & paid the bill that day. Feb or Mar 2024. I wound up getting a bill for a late fee. I called Comenity ph# on the bill. The CS said they saw where I had paid the bill & doesn't know why I got charged a late fee & was going to take it off. A Got another bill later with the orginial fee which I paid the same day I got the bill + late fees. I called again they told me my Orginial payment was returned, with no reason, they could not see why. They told me there was nothing they could do to take the late fees off. I told them I would like to pay the card in full & $60.00 the account. Late fees & org. charge. I did received a letter saying "my balance was zero & they closed my account. " But This week I got another bill with late fees on It $30.00 told if not paid by June 3rd it goes up to $60.00. I called again,They said, My bill is due the on the 3rd, I paid on the 6th , & they post after that. If I don't pay late fees by June 3rd it goes up to the $60.00. How can they add late fees to a closed account?? Closed on 5-7-24 per aComenity letter sent to me saying my balance was zero.. I never to hear from Comenity Bank again.Business response
05/23/2024
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
05/28/2024
[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:
Not yet solved.
Regards,
****** ******Initial Complaint
05/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
From April 2023 through present. We have been making payments on time However our payments have been going to late fees due to their system posting the actual payment 2 to 3 days later. We were also advised by a supervised there is no grace period for payments even if we make them on time. We feel this a them issue with their payment system and not a me problem since payments have been made on time the credit limit is 450 in which they are saying that only 5.35 has went to principle and 227.00 to late fee? Can someone please look into this matter.Business response
05/22/2024
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
05/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
***** ***** **** * ********** **** ***** ** ***** ** *** **** ** ***** **** ***** ****** ****** ** ***** ********************* *************** 05/18/2024 ******** **** **** *** ****** ********* ** ********** Dear Sir/Madam, I am writing to appeal the decision regarding my recent credit card application for the NFL Extra Points Visa, which was denied based on previous negative experiences with Comenity Capital Bank. I believe this decision does not fully consider my circumstances, which I would like to explain. I live with hidden disabilities, including bipolar disorder, which significantly impact my daily life. During manic episodes, my behavior can be unpredictable and financially imprudent. However, I am actively managing my condition with medical support and am committed to maintaining financial stability. I am willing to agree to any probationary terms or additional monitoring to demonstrate my commitment to responsible credit use. Furthermore, I am a dedicated NFL fan, and having a card that rewards my frequent NFL-related purchases would greatly benefit my lifestyle and bottom line. This card would assist me in budgeting and planning for important events, such as an upcoming trip to São Paulo, Brazil, to see the Packers play against the Eagles. Time is of the essence, and securing tickets soon is crucial. I have also taken significant measures to minimize my reckless spending. My mother is now my personal banker and joint account owner, ensuring better financial management and oversight. Additionally, I would like the option to provide more information to support my appeal and demonstrate my willingness to rectify any past issues. I kindly ask you to reconsider my application with these factors in mind. I am ready to provide additional information or documentation to support my appeal. Thank you for your understanding and consideration. Sincerely, ***** *****Business response
05/20/2024
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
05/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I moved from full California to Florida back in January. I did a change of address. I never got any invoices from Comenity Bank and so I was blindly making payments through my bank account. Good faith payments, thinking I was paying everything on time. I finally got a payment and my bill was now up to $300 which basically I’ve paid for all the items but they charge me five late fees that I had no idea about they took off one. I’ve closed my account and they keep charging me late fees. I cannot make these payments since I’m not working, I don’t believe how they could legally keep charging you when you can’t pay. This isn’t the *** , the lady didn’t try to work with me. She was talking over me arguing with me. I can’t make the payments they can send them to collections but at this time I’ve only asked them to takeoff the late fees and I would pay my balance. they refused to do anything for me. They don’t care about the customer whatsoever worst company ever to work with. I will never use that bank again. How is this legal if someone doesn’t have the money in the account is closedBusiness response
05/20/2024
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
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Comenity Bank is charging interest on the balance due the second the billing cycle renews. So your balance due on your statement by your due date will not be your balance due on your due date. Extremely deceitful credit card practice. My statement dated 04/08/2024 with a Due date of 05/02/2024 had a statement balance of $1216.51 which I paid on 04/30/2024. Yesterday I received a statement in the mail with a balance due of $22.34 interest charge. I've contacted billing several times and after several attempts to speak with someone that didn't just continue to repeat herself over and over and over I was "allowed " to speak with a superior, who in turn listened to my complaint without interruption and then promptly informed me that this is a valid charge and that he would not under any circumstances be waving this interest fee. Again this month behind interest charging by Comenity Bank is extremely deceitful and they should be held accountable for such practices. This complaint is being filed right along side the other 300+ complaints that the BBB has received regarding Comenity Banks deceitful practices!Business response
05/17/2024
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
05/18/2024
They will never make my issue right. They will continue to burn their customers by collecting billions of dollars in interest from those who pay their statement balance one month and receive a bill the next month of interest due! Comenity Bank is a horrible company. And their customer service employees take joy in making you their toy for the minute!!
Regards,
***** *********Initial Complaint
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am BEYOND FURIOUS . I AM LATE ON A PAYMENT AND THIS COMPANY CALLED MY EX HUSBAND WITH WHOM I HAVE HAD LITTLE TO NO CONTACT WITH FOR OVER 20 YEARS AND GAVE HIM MY PERSONAL INFORMATION !!!! THIS IS A VIOLATION OF MY PRIVACY AND IS COMPLETELY UNPROFFESSIONAL AND INEXCUSABLE ..Business response
05/17/2024
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.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
5,584 total complaints in the last 3 years.
1,523 complaints closed in the last 12 months.