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

• 

  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:05/26/2022

  Type:Customer Service 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 received a letter from Comenity Bank, ** *** ******* ********* ** ****** stating my AVENUE credit card number has changed to ****************. I DO NOT HAVE AN AVENUE CREDIT CARD ! I DO NOT WANT AN AVENUE CREDIT CARD ! Please attempt to cancel this card and prevent any further solicitations from Comenity Bank. Please have BBB or Comenity Bank state in an email that these requests have been met. **** ******

  

  Business Response

  Date: 05/26/2022

  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: 06/29/2022

  Consumer states in written correspondence "I accept this conclusion. Thank you. **** ****** *******"

• Initial Complaint

  Date:05/26/2022

  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.

  On 3/3/22 I paid the entire balance in full, which was exactly $1000. On 3/8/22 I closed my account. On 3/23/22 I was charged $.14 for account assure and $7.17 for a finance charge. I was not informed that I still owed a balance, and despite what they claim, I never received a statement. On 4/18/22 I received a late fee of $7.31. I have a perfect payment history, I’m never late on anything. On 4/22/22 I was charged $.31 for account assure and a $1 minimum interest charge. After this I received a statement saying I owed a total of $15.93. I called to complain and have the late fee removed, but three different people, including two supervisors, who informed me, that since my account was closed, they were unable to credit me anything. I was not happy, but I paid the $15.93. On 5/23/22 I was charged $.01 for account assure and $1 for a minimum finance charge. I called once again to complain, that since my account had been closed for over two months, I shouldn’t have any charges at all. The first person I spoke with tried telling me that it was based on a balance that wasn’t there. The second person told me that there was nothing they could do. The third person I spoke with, a supervisor, told me “it’s just a dollar” multiple times. I told him that wasn’t the point, my account was closed and I shouldn’t have any charges at all. He then tells me that he removed the charge, when I was previously told that wasn’t possible. These people are a bunch of crooks and this is ridiculous! I am seeking compensation in the amount of $15.93, the amount I should never have owed in the first place.

  

  Business Response

  Date: 05/27/2022

  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:05/26/2022

  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.

  Some time last year after a great payment record my limit was unfoundedly reduced from $300 to $100. During that time , My balance was only around $30-40$ . I paid that amount. I tried contacting VS Comenity to find out what was going on to no resolve, I received a phone call and was certain I paid this balance over the phone and requested this card be closed. There is no reason to have a 100$ limit credit card most of there items are half of that price for one single item. In the meantime I have been charged monthly fees of $41.00 and interest fees of $5 each month then my account was closed once it reached the $300 original limit. Very bizarre activity. The last statement I have is from February . I cannot see all the fees acrued as im locked out but they total that over $300. It makes no sense that I have always paid on this card and my limit was reduced and then I was charged all these unnecessary fees and now have derogatory reports of credit agency . Then the credit collector does not show a break down of all these fees which is one of the only correspondences I received.

  

  Business Response

  Date: 05/27/2022

  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:05/26/2022

  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 am appalled at this place for increasing our interest rate to 25.49% after I called a while back pleading for them to lower our interest rate from 24.99% due to hardships and we are trying to provide for our family, struggling. And that is what we got instead- a rate increase for paying our bill on time every month. We are being charged almost $300 MONTHLY in interest charges from this company. This is not right at all. Please help us. Thank you.

  

  Business Response

  Date: 05/26/2022

  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:05/25/2022

  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.

  Issued check payment to Comenity Bank on 4/1/22 through my citizens bank check pay app. On 4/18/22 I was assessed a late fee of $30 and on 4/22/22. I was never alerted of these charges until I saw them on a month invoiced. I repaid the original amount as well as the finance charges to avoid being charged further penalties. I furnished to Comenity Bank proof of a good faith effort to send payment in time and they are trying to pocket the $32 in finance charges that they have no right to. They’re saying I have to prove they received the payment which is ludicrous. They could have dropped it behind a filing cabinet somewhere. I paid what I owed and showed that I sent the original payment with plenty of time to spare and the minute I learned they didn’t receive it I paid it again. I want the finance charges back. They have no right to it.

  

  Business Response

  Date: 05/26/2022

  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: 06/06/2022

  ************************************
  I disagree with the response by Comenity Bank. They sent a form letter which does not address my request. I have now mailed a copy of the canceled check to them per their request. They are running me in circle and have no intention of giving back the wrongfully assessed finance charges. A copy of the redacted check is attached. I have since paid the amount by credit card and paid the finance charges. I am only asking that I be reimbursed for the finance charges since I did mail them the check at the appropriate time. This bank is running a racket and has been given more than sufficient evidence to prove I made every effort to pay on time. There is no reason to
  penalize me for a check being lost in the mail or being lost by Comenity’s staff. The penalty is excessive and is equal to over half of the value owed.
  
  ****
  
  -*****************************************************

• Initial Complaint

  Date:05/25/2022

  Type:Delivery 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 March 3.2022 I placed an order for the following items :***** **** *** ***** ***************** **** ** **** * ***** *** ******* ****** ***** ******* ******** *** **** *** ***** ***** * **** * ** **** ************** ***** ************ total price $153.92; tracking #61293150404388757587. As of now I haven't received any of them. I have called the tracking number several times and it kept giving me different delivery dates. The order was originally placed through my roommates account - ***** *******. She periodically checked her account and it kept giving her different delivery dates, it never showed that it was delivered. On May 25th I called the customer service department and they told me that above items have already been delivered.

  

  Business Response

  Date: 05/25/2022

  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:05/25/2022

  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 had received an **** credit card, through Comenity Bank at the end of last year or beginning of this. After using it a couple of months it was blocked and I could not use it anymore. No phone call and no explanation whatsoever. A couple of months later I received a letter from them telling me there are some security issues with both my **** card and Jill card (also of course issued through Comenity bank) in which they requested me to send a copy of my driver's licens, SS card, and a utility statement. I called them and spoke with someone in Fraudulent department (something like that) and told the person I spoke with that I don't feel comfortable sending them that information either through mail or email and that I rather close the accounts. She said they could not close them due to the security issue. I called a few weeks later again, around 5/15/22, to inquire about the situation. I asked them again to close the accounts and to send the over $800 that I have in credit at the **** card Again they said they could not send me the money or close the account due to the security issue. When I spoke with them again I told them I'd file complaints about them. A couple of hours later I got a phone message from "***** at Comenity Bank" who told me my issue came across his desk and that he was going to try to get me my money. It's 10 days ago and I have still not seen the money or heard anything about closure of my accounts. Also, whenever I ask about the security issue, they are not able to tell me exactly what kind of security issue. Usually when a credit card bank have security issues, they will have me call them and verify I, the owner of the card, is purchasing a particular item. Or they will call me. Or text or email me. But never ever have I had a bank block two of my credit cards "due to security issues" they cannot explain. I haven't done anything wrong. I have paid my bill on time and never reached over the limit.

  

  Business Response

  Date: 05/25/2022

  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:05/25/2022

  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 explaining to Comenity Bank that I am having financial hardship and can only pay a certain amount every month, but they keep raising the monthly payment higher! I cannot pay the minimum amount that they are asking, which is well over $100. They won't work with me and I feel that they don't care! I have tried talking to them over the phone about this and explaining my situation, but that didn't help. I am fed up with this, and there is no one in my family who will or can help me. I do not want them calling me. They can only contact me by email. That is the best way to reach me. All I am asking is that they lower my monthly payments. I only got this loan through them to cover my husband's dental work more than a year ago because his dentist at the time, overcharged him, and the insurance we had at the time wouldn't cover anything, but unfortunately, there is nothing I can do about that. If there is anything you can do, it would be appreciated. I don't want to contact them because it does no good. I have tried everything I can to resolve this, but I can't do it on my own. Thanks for whatever you can do, if anything.

  

  Business Response

  Date: 05/25/2022

  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:05/25/2022

  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.

  Regarding ALL Rewards Store Credit Card **** **** **** ****  I closed the account but there was a $29.21 balance on 4/16/2022. I attempted to pay the remaining balance off numerous times via Comenity's website prior to the 4/17 due date with no success. The website was down. This is documented in the notes of my account per my conversations with customer service agents who wanted to charge me $9 to make a payment over the phone. Regardless, on 4/17, I was charged a late fee of $29.21. I wrote a letter requesting the removal of the late fee. Comenity's letter said "We are unwilling to remove the late fee from your account." I question the unwillingness here given that it was Comenity's website issues that prevented me from making the payment, nor should I pay $9 to make a payment, especially on a balance of $29.21. I called in yet again asking that the late fee from 4/17 be removed. The agents and their supervisors claim that because the account is closed, they had no way to reverse the late fee. On 5/17, I learned that I was going to be charged yet another late fee! This is unbelievable how everything is compiling now.

  

  Business Response

  Date: 05/25/2022

  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:05/25/2022

  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 went to make a purchase and the purchase was not submitted or anything but the money was removed from my account I spoke to customer service and was told the purchase was approved and it takes 30 days to be removed from my account how do you take money from a account if the purchase was not even done the item was out of stock so it wouldn’t let me go any farther on the order it didn’t it with 3 or 4 bracelets I tired to purchase so they took 156$ out my account from Kay jewelers and off my Kay jewelers credit card

  

  Business Response

  Date: 05/25/2022

  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.