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Complaint Details
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Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In August 2024, I received a bill from Comenity Bank for $1476.11. On 8/12/24, I called **************** and paid $100 which was more than the minimum payment being requested. On 8/20/24, 8 days later, I called again and paid the $1376.11 which was the entire balance. In September 2024, I received another bill for $29.38. Today, 9/25/24, I called **************** and spoke with a *** who refused to waive the charges. I asked to speak with a Supervisor and West Indian supervisor came on the line. She also refused to waive the charges. I should not have to pay anymore monies to Comenity Bank because I have not used the card since I paid it off. If there are any interest or other charges, it should have been added into the $1476.11.
Business response
09/25/2024
We are Comenity Bank and Comenity ************. 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
09/26/2024
From: ****, ****
Sent: Thursday, September 26, 2024 8:24 AM
To: *****************************************
Subject: Complaint # ********
**** ****, Deputy Director Bronx Borough Office
Pronouns: She Her Hers
********************************
**************************************
*****, N.Y. 10474
T: ************** F: **************
****************************Customer response
09/26/2024
To Whom It May CoTo Whom It May Concern:
**** Reid
*******************************;
*********, ** 06705
September 26, 2024
I do not agree with Comenity Bank charging and sending me a bill for interest after I have paid off the entire bill. I am requesting these charges to be waived. In fact, I consider this action to be Fraudulent
and Unfair Business Practice.ncern:
**** Reid
93 ******** Avenue
Waterbury, CT 06705
September 26, 2024
I do not agree with Comenity Bank charging and sending me a bill for interest after I have paid off the entire bill. I am requesting these charges to be waived. In fact, I consider this action to be Fraudulent
and Unfair Business Practice.
Initial Complaint
09/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had just opened a new account and the first payment I made didn’t go through but I immediately made the payment and it was never late but they still froze my account and would not unfreeze it after I explained I’m battling a terminal illness and was hospitalized for almost 2 months which made it hard to keep track of the account and I STILL managed to make sure a payment went through and it was before it was even due. I asked to speak to someone that could help me unfreeze it due to my circumstances and because the payment was still made before it was due but no one would help me or guide me in the direction of someone that could help me. I was trying to make a purchase and now I’m told I have to wait 3 months before the account is unfrozen. I find this to be cold and inconsiderate, and makes me miss the gold ole days where you could speak with an actual real life person that can help with situations like this, but no. Apparently even management could help nor send me to someone that could.Business response
09/25/2024
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
09/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid off my ***************** account held by ******************** completely on May 21, 2024 and closed the account. See the May statement.Since then Comenity has been charging me $20.00 per month for no reason. They are calling my cell phone ***** times a day. The amount is now $80.00. There is no reason for this monthly charge, the account is closed, but they insist that I should pay their monthly charge. They refuse to stop.I want them to stop charging monthly fees on my closed account and stop contacting me.Initial Complaint
09/24/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This company provided the financing for my dental work. I lost my job and fell behind on the payments. I have spoken with them and informed them they will be paid just give me a chance. They call my phone 3-4 times a day. Even on Sundays starting at 8am. On the caller ID it says no caller ID. This is harassment.Business response
09/25/2024
We are Comenity Bank and Comenity ************. 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
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opted for a credit card through ********, apparently the co issuing the card is Comenity. When the statement arrived i called to let them know I had not received a credit card and I did not have a full account number and i wanted to pay the card through my bank (*******) and i needed the full account number to make sure it would be applied properly. i was told I would receive a replacement card in the mail. I also told the young man that i would be closing the account. I waited for the card and it never did come. When I realized it wasn't going to arrive in time I mailed a check for the full amount. Now a new statement is here and I am being chard $30 in fees plus interest $9.57 I have been unable to resolve the outstanding charges, "because the account is closed". I have spoken to several "supervisors" and been told the same thing. When I asked for the phone number for headquarters I was given ************ apparently they don't have a number. I don't understand why the full account number doesn't appear on the statement? That would have solved the problem and the bill would have been paid the day it arrived!Business response
09/25/2024
We are Comenity Bank and Comenity ************. 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
09/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had an account years ago with ********* who used Comenity to service their account. I was unable to pay and the account went to collections. I paid the outstanding balance 3 years ago, closing out the account. Despite this, Comenity continues to have debt collectors harass me and my family to collect on a debt I already paid. Despite me providing proof of this over and over, Comenity continues to do this.Business response
09/25/2024
We are Comenity Bank and Comenity ************. 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
09/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have called *************** times through the years about two credit cards on my Equifax report but then I received an email on 20 Sept ************************************ 7892 was closed by credit grantor. I didn't as for that at all. The card that I did have was stolen along with some other personal items out of my purse back on 16 August of **************************************************************************** the mail but never received one but then I got an Equifax alert on 20 Sept 2024 email saying that ******** Secret closed out my account so, I'm confused and I have been calling since yesterday to get answerers on why my account was closed out because I had the account for 5 years and have paid on time with no issues so why close the account. The issue I was having was two cards ending in 7892 which was no problem but having 1876 was the problem and every time I called ***************, I was told oh I can't see that account ending in 1876, I just see 7892, but Equifax could see both accounts and I'm being told by ******* that you *************** had to fix the two accounts 7892 and 1876. So, *************** goes in and fix the wrong account 7892. Don't call me and verify nothing. Don't send me a new card in the mail for the one that was stolen once again I'm confused. Because I kept calling about the new card coming in the mail and I was assured that it was coming in the mail.Why did you close out my account/????? Im confused I shop and use the card.Business response
09/24/2024
We are Comenity Bank and Comenity ************. 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
09/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
********* *****Initial Complaint
09/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
ON SEPTEMBER 13, 2024. I SENT A MONEY ORDER IN THE AMOUNT OF $157.00 TO BE PAID IN FULL WITH THIS COMPANY. BUT ON SEPTEMBER 21,2024 THEY SENT ME AN INVOICE TO BE PAID IN THE AMOUNT OF $44.28. THEY EXPLAIN TO ME, SINCE I SENT THE PAYMENT IN ON SEPTEMBER THE 10, 2024 THEY ADDED AN LATE FEE ON IT. I AM A SENIOR CITIZEN THAT IS DISABLED. IT TOOK ME A LONG TIME TO SAVE THAT $157.00 TO PAY MY DEBT OFF. CAN YOU PLEASE TELL THEM THAT I THINK THAT ADDING THE $44.28 IS VERY RUDE. UNTIL I HEAR FROM YOU GUYS, I AM PUTTING A HOLD ON THAT CHECK THAT IS NOW IN MY ACCOUNT. MY ACCOUNT IS NOW CLOSED.Business response
09/23/2024
We are Comenity Bank and Comenity ************. 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
10/08/2024
NEVERMIND WITH YOUR HELP.. I HAVE ALREADYSENT IN ANOTHR FINAL PAYMENT OF $44.00 . I AM HOPING THAT THIS COMPANY DOES NOT TRY TO ATTACHED ANOTHER LATE FEE WHEN MY ACCOUNT WAS NEVER LATECustomer response
10/10/2024
i went ahead to sent them the $44.00 because i would like to be done with them. i will never open another account with them ever againInitial Complaint
09/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am being charged for purchases or fees, I was unaware that there would be charges on the account regardless if I made a purchase. I attempted to cancel the card and was passed around to keep me from canceling. Now I am getting even more fees . This is unscrupulous and I do not want the card and I am not paying for something I did not purchase!Business response
09/23/2024
We are Comenity Bank and Comenity ************. 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
09/23/2024
If the letter correspondence does not satisfy the circumstances what action should I take now ?Customer response
09/23/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22317600
I am rejecting this response because:If the letter correspondence does not satisfy the circumstances what action should I take now ?
Regards,
*** ********Initial Complaint
09/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 8/19/24 I was shocked and numb that we were charged $5,194.64 in interest charges. Apparently, there was a promotion that if the account is not paid in full within 18 months, it will incur accrued interest charges. I remember being informed of the 0% interest free promotion but I don't recall them telling me that it must be paid in full within 18 months in order to avoid the interest charges. The account is under my name, but my son is responsible for making payments on it. He has been making the monthly payments online thru their app. Comenity Bank encourages paperless statement and the account is enroll in paperless statement. Therefore, when my son was making his monthly payments online he did not pay attention or look at the monthly statement. He was unaware of any alert notices on the monthly statements. On 8/19/24 I logged into the portal to make sure my son was making the monthly payments, to my surprise, I noticed the $5,194.64 interest charged to the account. Now the promotion expired on 8/1/2024. I called several times that day to get a supervisor to negotiate the interest charge, but they refused to help me and said I need to send a letter directly to Comenity Bank in ****; which I did. I received a response from Comenity Bank and said there was nothing they can do. Today, I called Comenity Bank and spoke to their supervisor, ***. She said that there was nothing she could do and there was no other option available. I feel it's unfair to be charge a $5,194.64 interest charge without getting a separate notice or letter directly notifying us that this promotion was expiring August 1, 2024. All their alerts were stated on their paperless statement, which we were unaware. Not only are they charging the accrue interest charges, but now we are being charge 29.99% apr interet on top of it. PLEASE HELP!Business response
09/23/2024
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.
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Customer Complaints Summary
5,709 total complaints in the last 3 years.
1,513 complaints closed in the last 12 months.