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Complaint Details
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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 closed
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
05/16/2024
- 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.Initial Complaint
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I entered into a payment agreement with Academy Sports and Outdoors/******** **** to resolve a past due account. I paid 247.68/month for 3 months and was told, per my conversation with a Comenity employee on Oct 12th, 2023, this would resolve my balance and my account would be closed. I was then assessed $25 worth of interest fees in December 2023, which has since accrued late fees and further interest totaling $181.09. I was informed by *******, ***** and ***** at Comenity that I could request a review of the conversation through account services on the Academy secure website. They did not investigate their employee's mistake and instead have simply closed my account and are expecting me to pay the full $181.09. At no point in time have they been forthcoming or honest about the processes in place to secure a zero balance with this account and it is hurting my credit and amounts to extortion. I believe they intentionally left the $25 out of my pay schedule so that I would be stuck owing them more in interest and financing fees. This practice feels predatory and I'd like the resolution to be a zero dollar balance and have the negative credit reporting removed from my account. Thank you.Business response
05/16/2024
We are ******** **** and ******** ******* ****. 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
05/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I opened an Ulta Credit Card in 2023 for the sole purpose of the discount I received. The credit card was paid off and closed the same day, Ulta did not close the account and late fees were added, fees I was not aware of until my credit score was pulled in April. When these fees were discovered I immediately called Comenity Bank to have them removed, I was told that they had sent a letter and had all of the late fees from 2024 removed but if I wanted the fees from 2023 removed I would have to send a letter. Come to find out they only removed fees for one month in 2024 and no notes were put on my account in regards to my calls or the discussions I had with them. I was told again that I would have to send a letter and they would have to decide if the charges were valid and should remain. This is ridiculous that an account is paid and closed but yet the company does not close the account, possibly not apply the funds in a timely manner and my credit score is affected. I have sent the letter but this delays things for me by at least 30 days and this is not right.Business response
05/16/2024
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
05/17/2024
I accept the business's response to resolve this complaint.
Regards,
******** ********Initial Complaint
05/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased furniture from The Room Place using zero financing through Comenity Bank. The loan was over a 2 year period. I made all payments on-line, sometimes doubling up minimum payments. I never missed a payment or was late on a payment. At the end of the loan I owed 150.00 and I go to make the payment and the system says no minimum payment is do. The next day, my account was charged 800.00 dollars in interest. I was told I missed the final payment date. There is no information on the online system that warns you that the final payment is due on a particular day. The company encourages a paperless system which I used. The system favors the bank escalators as it informs customer that no minimum payment is due causing them to miss final payments. This allows the banks Balloon charges to kick in. This cause customers with good credit scores to pay 30% interest rates. The customer service system is useless as they give canned robotic responses or simply hang up on you. They do not offer a methods to appeal these charges or file a complaint. The needs to remove these charges and up date their system so that the minimum payment reflects the actual amount that is due.Business response
05/16/2024
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
05/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My complaint is with community bank. I have had a visa through Caesar’s rewards for many years I have a credit rating of over 800 Last October I used the card to put a deposit on a accommodation for four people. I went through orbitz for the deposit. Upon finding the accommodation was not as advertised I called orbitz ten days ahead and cancelled. They assured me I would receive deposit back and to notify hotel Hotel manager refused to discuss and when he saw the cancellation charged for both nights plus tax I disputed with credit card company and it was ongoing for six months 15 phone calls to community thru months sent letter to their headquarters they returned my money as credit then a month later put it back on the bill incompetence tosay the least and now saying they did put a credit which they didn’t and added finance charges I paid the amount charged by hotel on May 3 to avoid more charges. That still leaves finance charges. I have done everything possible to get this money. Customer service never knows what they are talking about. Last correspondence they still answered me the same. That they gave the credit. Clearly they are not looking at all the info from Nov to May the hotel also had no right to charge the full amount when they found we cancelled due to inappropriate description of accommodation. I had a B and B fir 15 years I know the hotel double dipped. We had to rent another accommodation. Truly unacceptableBusiness response
05/15/2024
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
05/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I can't Log in to my account. I have called several times each day for a week. Customer Care will not help me log in. They have had me re register over and over again. I never had a log in error, I have the same phone number and email. They can't or won't help me gain access to my account online. I have paperless billing. I need to view my account, monitor it online, pay the bill, use my credit card rewards. I demand access and to be able to Log in. The issue is brand new, started about May 6th. Several calls to customer care each agent gives up. They tell me to wait 10 days! It has been 8 days already.Business response
05/14/2024
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
05/14/2024
I have called Customer Service every day for a week. I have spent numerous hours on the phone.
Each Comenity Agent has attempted to have me log in to my account. Not one of them was able to unlock me or help me to gain access.
Numerous trouble shooting was done. They had me re-register a new username and password but, instantly after that I still couldn't log in. It would say that the username or password that the Agent just had me register was not recognized by the system. I had them send emails to verify it, I had them text me to verify my phone number. None of those actions helped. I am still unable to log in. I will not be able to pay my bill and I hope I do it incur late fees. I have always used online banking, I have paperless billing, I am legally disabled by the ADA , I have rights for an accommodation. I asked if they had another department? Such as Internet Tech, Tech Support or even a Manager. They respond NO, that they do not have a department to assist. me. I do not feel a letter in the USPS will be the solution to help me LOG IN to my Sephora Credit Card online after I have not had access for 8 days now. I did not use a bad username/password or cause this problem. I have called too many times already spent numerous hours and insist on a solution immediately by phone. The only resolution is to help me re-gain access to my online Sephora Credit Card Account!
Regards,
******* ******Initial Complaint
05/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Never was told about having this credit card company. And that there was a charge of 20.61 for interest before I walked out the door. This occurred on March 13th of 2024. And I never signed anything for this.Business response
05/14/2024
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
05/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received an email from VS saying that i have not used my credit card with them in a ling time and to keep it open here is $40 off a $40 purchase. The cashier processed my order incorrectly and charged me twice. I have both receipts for the transaction. I have called the store 5 times and spoke with the store manager, ***** who explained today that there was nothing she could do and i needed to call customer care (I have spoken to them 8 times) and was told there would be arefund on my account in 10 days. This started April 4th and has yet to be resolved. Because of the associate error i was unable to get my home because she put the charge on my credit card which dropped me from 751 to 744. They do not care. I have receipts which shows i was charged duplicate and have been calling non stop. this is so unfair to me as a consumer. I would like my money back plus the late fee i was accessedBusiness response
05/10/2024
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
05/10/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
********** ********
I am rejecting this response because:
Regards,
******* *****
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Customer Complaints Summary
5,581 total complaints in the last 3 years.
1,510 complaints closed in the last 12 months.