Complaints
This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,706 total complaints in the last 3 years.
- 1,392 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:08/29/2022
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.
My ULTA credit card account has been inaccessbile for over a two months. I receive emails notifying me that a payment is due, however, the system won't let me in because it states that there is no phone number or email on file. Additionally, I have been erroneously charged a late fee for June and July payments. I have called the Customer Support number and have been told my is inaccessible to the customer service agents. I would like this corrected, late charges refunded and to have the replacement card that was requested six months ago.
Business Response
Date: 08/30/2022
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: 08/31/2022
I accept the business's response to resolve this complaint. I received a prompt, personal response via phone call. They are working to resolve their issues.
Regards,
****** ********Initial Complaint
Date:08/29/2022
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 made several payments on-line and they have not been applied to my account. This has been going on for 2 months. I am being charged late fees. I have called several times to correct this and it has still not been resolved. Please help me!Business Response
Date: 08/29/2022
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: 09/13/2022
I am rejecting this response because:
I have continued to call the credit card and they are rude and do not help me. Attached is proof from my Bank of America bank account that I made the payments.
I asked to have my account closed or at least frozen until this is resolved so that they cannot continue to charge me finance charges, but they will not.
Please help me!
Initial Complaint
Date:08/29/2022
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.
April 2022 I paid off my account through commenity. July 2022 noticed I had a balance of 35$ called 800 number the gentleman assured me it was a mistake and he removed charges. Next day get a call from Bill collector. August 2022 called 800 number again the first gentleman wouldn't listen to me kept repeating his spill. States I was charged interest and late fee on $1.08. He states that commenity didn't have correct payoff amount. Asked to speak to someone else he hung up on me. Called back spoke to a different gentleman he says the account has a zero balance and gave me a confirmation number 809817. August 28th checked commenity and now I have a balance of 125 and some change. Another charge for 50$ Please help me dispute this.Business Response
Date: 08/29/2022
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:08/29/2022
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 signed up for their credit protection for my Comenity Credit Card. I became unemployed and requested benefit relief. Benefit request number ********. I provided proof of my unemployment. This company tried everything in their power to deny my claim. They finally stated my claim is denied because I didn't qualify for unemployment which is completely ridiculous. Everyone doesn't qualify for unemployment and that should have nothing to do with approving my benefit request. Furthermore, that was never stated when I signed up for the credit protection. This company appears to be engaging in fraudulent practices and I wonder how many other people they have done this to.Business Response
Date: 08/29/2022
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:08/28/2022
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 Ulta Mastercard with Comenity Bank. I paid the card off. 2 months later they send me a bill for late charges on $2.00 interest> I try to call the for about a month to clear this up the system was down. They could not get into my account or put me through to a supervisor, but they could take my payment. Which I refused to pay until I spoke with someone. about Three weeks later. I finally got ahold of them. I agreed to pay half of the $40.00 and they were to wave the other late fee due to their system being down. They were supposed to close the card. Forward 4 months later. I get a text; they are trying to get ahold of me. I log on to my account and there are charges AGAIN!!! They NEVER closed the account or took off the late charge. The late charge that was their fault. I cannot get this resolved. They say they will close the account and never do,,,,,,Business Response
Date: 08/29/2022
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:08/28/2022
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 overstock.com credit card through Comenity Bank. My account got behind but I was still making payments. I tried to log in to my account to make a payment and could not. I tried to contact them for my log in could not give it to me. Then they left a message on the school number where my children attend. I contacted the person ***** to explain that the number should never be called and she said she called it because the cell phone number they have on file was not to be contacted. I told her that was incorrect because the same day she left the message at my childrens school she also left it on my cell phone. She said she did not, but I still have her voicemail on my phone. I have attached a screen shot of the voicemail transcription. I then asked her if I could go online and make a payment she said no that I wouldn't have access. They want us to pay the bill but take away the ability to make payments. Then i set up 3 months of payments and asked for a confirmation letter or number for the payments and she also said she could not give me that. I have never worked with a company that could not give a payment confirmation when a payment was made. She said all calls she makes are on a recorded line and that was what confirmation they use, but she had no recollection of calling my cell phone and leaving a message. Details of calls: August 26, 2022 at 2:51 pm Messages left at ************ My personal cell Message left at ************- the school my children attend that should never be called. Spoke on Sunday August 28, 2022 at 2:38 pm to ***** about phone messages and payment issues.Business Response
Date: 08/29/2022
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:08/27/2022
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.
in December of 2021 I purchased 930 dollars in jewelry in my credit card. the apr for purchases over 750.00 is 0 percent for 12 months. I was just charged 110.00 in interest after 6 months. comenity had system outage for several weeks and I was unable to make a payment resulting in 40 dollar fee on top of the incorrect apr grace period. I tried reaching out for help and was told I was out of luck.Business Response
Date: 08/29/2022
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: 08/29/2022
I am rejecting this response because: if the complaint is closed with out an outcome what is the point in resubmitting? the advertisement for your card is exactly why I got the card and system upgrades aren't customers problems. I have 8 comenity cards with my wife and I amd may consider closing each, honoring your advised financing is crucial for customer business relations.Initial Complaint
Date:08/27/2022
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.
HELLO. PLEASE HELP ME. ITS BEEN 5 MONTHS NOW AND YET YOURE ABSOLUTELY DOING NOTHING. I HAVE WROTE TO THE BUREAUSS MULTIPLE TIMES ALREADY BECAUSE THIS IS NOT MINE AND THEY HAVE TO REMOVE IT. I HAD NO FINANCIAL OBLIGATION WITH THIS COMPANY. PLEASE DELETE THIS DUE TO FCRA VIOLATION. - FTC Report Number: *********Business Response
Date: 08/29/2022
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:08/27/2022
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 opened an account with BJs (Comenity Bank) in June 22.When the account opened, Comenity reported a $76 balance to the credit bureaus. Since June, Comenity has failed to send an updated balance to the credit bureaus. My report shows the opening balance still.I contacted Customer Service on several occasions and they were not able to help.Business Response
Date: 08/29/2022
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: 08/29/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17783472
I am rejecting this response because there is no resolution:
Regards,
******* *****Initial Complaint
Date:08/27/2022
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 paid off my entire balance months ago. They have not reported the balance to the credit bureaus. I’ve called and tried the message portal and nothing. Just want it reported and will never use this card again.Business Response
Date: 08/29/2022
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.
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