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

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  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:06/29/2022

  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.

  Description of Complaint: I have had an account with Comenity for a BJ’s card for several years with no late payments. Due to a personal illness, I missed a payment and began to rectify it as soon as I realized it. I could not login to my account and tried over several days to do so. Apparently I was locked out and my attempts to reset my creditials didn’t work. I received a paper statement imposing a late fee and repeated attempts to bring the account current were unsuccessful. There is some sort of maintenance, likely due to the acquisition by Bread, that is preventing anyone who has an account from accessing their account, making payments and no communication is available except sending something via mail. Yesterday. 6/28, I received a notification from my credit monitoring that my score had dropped 88 points. After researching the cause on my own, my credit limit had been reduced by 2/3 thereby impacting my credit rating significantly. This is a ridiculous way to conduct business - in total darkness - and preventing customers from keeping their accounts in good order and resolving any issues. I received.an email indicating my new statement was available - when I checked to see if the site was working. There was an indication I could now call to make a payment - my attempt to do that did not work either and I was transferred to someone who “could assist” - she told me that I needed to call back later and laughed when I said my credit score had been impacted by the inability to make a payment. This company is not operating in an ethical manner at ALL. I’m a businesswoman and I would not expect t customers to wait indefinitely with no communication. It’s an insult to customers to not provide account access or anyone to at least attempt to resolve an issue while the system is down indefinitely.

  

  Business Response

  Date: 06/30/2022

  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: 07/01/2022

  I am rejecting this response because: 

  The company has provided the same type of statement for at least a week, while reporting my account as late, reducing my credit line by 2/3 which increased my credit utilization and causing a drop of almost 100 points in my score.  I work hard to be certain that my rating is high and have an excellent history on this account, and all accounts.

  I should have the ability to make payments on the account, bring the account to current status and not have had this permanent impact to my credit as a result of their system update/not be punished because of their issues.

  I have no faith they will respond prior to the next due date, which is approaching and will likely receive further negative results from their system issues.

• Initial Complaint

  Date:06/29/2022

  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.

  Please send me the documentation about this account, if you can’t evidence this account you need to remove these late remarks and update as paid as agreed. This is a PAID ACCOUNT. I'm working hard on trying to clean up my credit. This is hurting my chances on improving my living situation

  

  Business Response

  Date: 06/30/2022

  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: 07/08/2022

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

• Initial Complaint

  Date:06/28/2022

  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.

  Ive been having issues with comenity bank , I was able to pay a few of my cards , but others I can't schedule my payment and I'm not able to make my payments, I've tried calling and I can't get an answer.So I hope that any issues are fixed soon. Because I don't want to be liable for any late fees

  

  Business Response

  Date: 06/30/2022

  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.
  
  
  

• Initial Complaint

  Date:06/28/2022

  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.

  Comenity Mastercard website has been down since 6/21/2022 for a supposed upgrade however, they have not come back online and they simply state we are upgrading as of 6/28/2022. You are also not able to call them on the phone as their automated recording simply states they are unable to take calls and they are working on the upgrade. You are not able to make payments either though their webpage states you may by pressing the link but the system is not working. They also make a telling remark in the recording that my information is secure. This makes no sense and it is entirely unacceptable that a human cannot be reached!

  

  Business Response

  Date: 06/30/2022

  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.
  
  
  

• Initial Complaint

  Date:06/28/2022

  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 a kays jewelers credit card as well as an academy credit card through comenity Bank, when I try to log in I get a message stating they are having issues due to a planned system update, when I call to speak with someone or pay my bill I get nowhere nobody answers and they hang up saying call back at a later time this can affect my credit I am not pleased with this bank .

  

  Business Response

  Date: 06/30/2022

  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.
  
  
  

• Initial Complaint

  Date:06/28/2022

  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.

  From Oct 2021 to May of 2022 I had paid off my Lane Bryant credit card account. I process payments online so I had believed that this account was in good standing. Apparently I was charged $0.02 for interest and so then tagged on an Insurance Fee on top of that $12.00 then a late fee and additional interest. Total approx $30 to $40 by the time I realized what had happened. So I pay the account off again and figured maybe I had paid to close to close of monthly statement the time before. Then again $.10 + $12.00 + late fees + Interests and now a 30 day hit on my credit report costing me 40 points! I contacted LAne Bryant and they agreed to the standard reverse of last late and insurance fees but would not help with the $0.02 that cost me more than just the $80 at this point. I reached out to their credit reporting department and they stated they refused to reverse the late fees. I do not have any issues with any other cards that are paid in full before close of month. After being paid several times on time and paid off the history is very apparent of the misunderstanding but they out right will not remove an obvious mistake.

  

  Business Response

  Date: 06/30/2022

  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: 07/01/2022

  I am rejecting this response because the response only states that they received the complaint.   

  Not that they have addressed or made any corrections on the complaint.

  I will update once I receive a response is received from the company regarding how they will rectify this considering I have paid over $80 on an account I, in good faith, thought had been paid off several times

• Initial Complaint

  Date:06/28/2022

  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.

  Myself and millions of people cannot reach or access our comenity accounts. This is affecting im pretty sure 100 different companies that use comenity as their bank. Victoria secret. BJs. Lane Bryant. David’s bridal. That’s just a few. Our credit cards are declining when we have the money on the cards to Pay them. No one can reach anyone at the bank. It’s all bots. No one can sign in online. No one can make payments online. They can’t be reached. It’s been like this since last week. How is this a real bank?

  

  Business Response

  Date: 06/30/2022

  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: 06/30/2022

  I am rejecting this response because: honestly not acceptable. I’ve never heard of a bank that services 50 million card members just denying access to their accounts for over a week and just giving canned robotic responses.  I’m embarrassed to be a comenity customer.  Do better!  This is 2022.  Technology doesn’t go down for that long!

• Initial Complaint

  Date:06/28/2022

  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’ve been trying to log onto Big Lots, IKEA and Victoria Secret comenity bank for the last week and have NOT been able to access account to make a credit card payment. Phone representatives are not available either. If I miss my payment I want to make sure I’m not held liable or dinged on my credit report. I called actual Big Lots store and I can’t even go into to pay so how can I pay without avoiding late payments, etc. The website and payment has been experiencing issues for more than a week!!!

  

  Business Response

  Date: 06/29/2022

  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:06/28/2022

  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.

  Comenity Bank has been down since June 20th. I have not been able to login to my account or use my credit card. My credit card is unusable and my account is not accessible. They responded saying it is a system update but no further information is available. No one will answer the phones and their Twitter will not provide any further information. This seems like something more. An update that is lasting more than a week, no one around to answer the phones, no ETA on a fix, and your services are unusable. When will the update be complete? When will I have access to my account? When will your call centers be open again? This is bad business and will be looking to end my relationship with Comenity as quickly as possible.

  

  Business Response

  Date: 06/29/2022

  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: 06/30/2022

  I am rejecting this response because you said you would contact me via email and you havent. Once again, lying out your teeth.: 
  

• Initial Complaint

  Date:06/28/2022

  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.

  They have turned their phones off and for the past two weeks when you call the only option is to hear an automated message that says “due to system maintenance taking longer than expected our phone and website are shut down” obviously a complete and total lie and an excuse for whatever scam they are pulling. Who plans on shutting off the phone for two weeks when payments are due? You can’t pay on the phone, and their online system is down. So how do you confirm that payment was received? You can’t. These must be a scheme to collect late fees by not allowing customers to pay online or over the phone. And there is no way to verify a payment was received when you do mail a check. They have completely abandoned their customers and left us in the dark for week now. I have also lost my card and need to report it stolen but due to them shutting off every method of communication, I am unable to do so. I have filed a complaint with the cfpb and I encourage anyone reading this to do so immediately!

  

  Business Response

  Date: 06/29/2022

  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.