Complaints

This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Comenity Bank has 140 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comenity Bank

  3095 Loyalty Cir Bldg A Columbus, OH 43219-3673

  
• 

  WFNNB/Cosmetic Credit

  8035 Quivira Rd Ste 100 Lenexa, KS 66215-2746

• 

  Breadpayments.com

  PO Box 783186 Philadelphia, PA 19178-3186

• 

  Romans (credit accounts handled by Comenity Bank)

  P O Box 659728 San Antonio, TX 78265

• 

  World Financial Network National Bank

  1 W Flatiron Cir # 1188 Broomfield, CO 80021

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:07/18/2022

  Type:Service or Repair 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.

  This bank’s online portal for Tuition Solution has not been working for over a month. Everytime you try to sign up it says there is some sort of glitch error. I have a newly opened account with them and am just trying to pay my bill. I have been calling there number to which it said they were closed even during times they were supposed to be open. I had to be given a seperate number to call by Silvan Learning Center in North Jacksonville. I have been calling and trying to pay through their automated system to which it says just to talk to a person it will charge you $9 extra to pay the bill. I was in the process of paying with the automated system and it transferred me to a person anyway right in the middle of the process.

  

  Business Response

  Date: 07/22/2022

  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:07/18/2022

  Type:Service or Repair 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 applied for a Caesars Reward VISA card which I received through Comenity Bank. They did not link my card to my Caesar's Reward Number and I am not getting my rewards per the plan. When I call Comenity Bank, they have no clue how to link the card to Caesars Rewards and keep transfering me back to Caesars Rewards who tells me to go back to the Bank because its their error. This back and forth is very frustrating and I am owed tens of thousands of reward points. Comenity website is not very functional and mostly down the entire month of June and most of July, 2022. Their customer service is very lacking and not helpful. Their system requires verified email by sending an email link to my email address but it never gets sent, I checked all the folders (spam, junk, deleted, inbox) and nothing... They don't know how to fix this either.

  

  Business Response

  Date: 07/19/2022

  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:07/18/2022

  Type:Service or Repair 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 have an *** ****** Mastercard with Comenity Bank. I have not been able to access my account since May. Whenever I try to log-in, the website tells me I've encountered a technical issue and to try back later. I made a payment by phone on my payment due date in early June covering my full balance. Despite this, I received an email later in June stating that I owed $35 and change. I do not know what this amount was for, having made no additional purchases. I called several times over several weeks, and I would either be placed on hold or the call would disconnect. I was never allowed to speak with anyone, and my online account was also inaccessible. The email from Comenity stated that my payment was due July 2, and because I could not get in contact with anyone to determine what the charge was for or log in to see my statement, I made a payment via the "Easy Pay" option online (which doesn't provide any statement details) under duress because I feared a late charge. I again paid the full balance. This month I received another email stating I owe $1. I don't know what's going on. The emails do not provide any information about what the balance is for. My account is still inaccessible online, and they're still not answering the phone. I've repeatedly called the phone number on the back of my credit card. The phone leads to a recorded voice telling me they can't help me and to call back later. I want my money from last month's payment credited back to me, and I want this new bogus charge for $1 removed. And I want my online access to work so I can see my account again. I need this resolved immediately. This company is either negligent or committing fraud by charging customers and then preventing them from seeing their statements, and then inducing payments without any access to customer service. Please help.

  

  Business Response

  Date: 07/19/2022

  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: 07/27/2022

  Better Business Bureau:
  
  It's unclear how I can accept or reject the business's response when all they've said is they're going to investigate and send me a letter.  Those are acceptable next steps, but does not necessarily resolve the issue.  Once I receive the letter I'll be able to make an informed decision.
  Regards,
  
  ********* *********

• Initial Complaint

  Date:07/18/2022

  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 July 6 there were 600.00 in fraud charges on my comenity bank card. They reversed the charges, however, I cannot get through to them to find out what happened and to cancel my card. They do not have anyway on the website to cancel this card. I have been trying for 10 day to get through and it gets to the end of the waiting time- 30 min and then says no one is available

  

  Business Response

  Date: 07/19/2022

  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:07/18/2022

  Type:Service or Repair 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 currently have a Carter's credit card through Comenity in which I have not been able to access my account for almost a month. I cannot log in to my credit card account to pay my bill, or access any statements or view activity. I called Carter's when this first happened, and they were not sure what the issue was so they were unable to assist me. Now, 3 weeks later, I still have no access to anything and Comenity has a message up stating there was an "outage during a planned update". I am afraid of late charges, or being reported to the credit bureau for failure to pay which is not the case. The company website say to use "Easy Pay", but that is also not working so it is impossible to access your account. Before filing this complaint, I tried to call Carter's again, and tried to contact Comenity directly. All of which has been unsuccessful. You cannot even send an email. Chat is down and the phone message says there is too much call volume and to call back later. This is very frustrating and I would like it on record in case my credit is affected by this "outage" that any late or missing payments were of no fault of my own. I would be fine with paying the balance and closing this card, but it is impossible to get a customer service rep on the phone. Ultimately, I would like Comenity to contact me to settle this.

  

  Business Response

  Date: 07/19/2022

  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: 07/26/2022

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

• Initial Complaint

  Date:07/18/2022

  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.

  Dates of phone attempts to Comenity Wayfair Customer Care line are listed in attachment "Response to NoReply", 6/30, 7/1, 7/6, 7/8, 7/11, 7/15.,7/18 Finance charges will continue to accrue. I cannot pay online because the Comenity Wayfair account has been closed (without my authorization sometime between June 23rd and June 30th 2022 after speaking with a Customer Care rep June 23, 2022.) There is no way to continue to make payments or even a final payment. All my billing statements are paperless/online which I can no longer access due to the Account Closed status. Can you assist?

  

  Business Response

  Date: 07/19/2022

  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:07/18/2022

  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 use a Comenity credit card. I recently got a letter stating this card is ending as of July 31, 2022. I have been a customer in excellent standing & pay my bills in full each month. Now that the card will be ending I can not redeem my points. I have called almost every day for the past 3 weeks only to be told they are doing a system update. I feel this is theft & fraud. I used this card specifically to earn the points but now I can't.

  

  Business Response

  Date: 07/19/2022

  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:07/18/2022

  Type:Service or Repair 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 been trying to call commenity Bank for a while after receiving my Forever Credit card statement. My wallet was stolen and the thief made fradulent purchases on my account. I need to get a hold of Commenity bank to dispute the charges. It is outrageous how bad their customer service is even when fraud is involved.

  

  Business Response

  Date: 07/19/2022

  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:07/18/2022

  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 tried numerous times to contact them by phone. Same recording, No one available to take the call, This account is closed. I paid off the balance of $70.02 and keep getting minimum interest charge. I want this account closed and the $6.00 credited back to my account. The balance went from $2.00 to $6.00.

  

  Business Response

  Date: 07/19/2022

  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:07/18/2022

  Type:Service or Repair 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 just spoke with Kevin in Fraud who confirmed that Comenity is aware of the online and telephone issues that are not allowing customers to get through to your customer service department as I have been calling for several weeks and can show you the call logs but your IVR hangs up the phone. He attempted to transfer me but the IVR said no agents are available, which is the message I have been receiving for weeks. I found a "Hardship" number as I was physically and financially impacted by covid but after several calls which consisted of long periods of holds, the representative Linda who keeps answering is very rude and hungs up on me when I ask for a supervisor. I am calling regarding my Wayfair credit card *****************) that was closed last year despite me never being late and paying more than the minimum amount due. Instead of my account showing paid off, it appears to be reopened only for late fees to be charged and now I have a balance of late fees and interest on those late fees. I do not receive statements and receive the following online error message that I have a screenshot of when I attempt to retrieve my account: "We're sorry. A technical glitch occurred and your request could not be completed. Please try again." This is very unethical and very poor customer service. I am very disappointed as I have had many accounts serviced by Comenity and never received such poor customer service before or from any company. Please have my account immediately credited back the late fees and interest and my overpayment refunded as my account should have been paid off with my payments months ago. Thank you!

  

  Business Response

  Date: 07/19/2022

  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.