ComplaintsforComenity Bank

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Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I applied for a ******** Secret card/Comenity Bank online. On October 3 I received a letter from their Account *************** saying I need to call **************-they need to hear from me within 14 days of the date of the letter to complete the application process. I called on October 10 * spoke to a female *** who stated *** needs to send a code to my cell to verify my identity. We completed the process with her calling me on my ******** picked up the other line while speaking to her and gave her the code-***** * *** said congratulations, you have been approved for the Pink card with a $300 credit limit, and I should receive my card within ten days. Then *** put me on hold, came back * informed me because of the way we did the verification process the card was put on hold pending review from the bank. I called them back on October 16 and spoke to a *** of African descent who reviewed the notes and sent an escalation request to ***** to release the card. I finally received the card, called to activate it **************, and they placed the online order for me informing me I will get an email with my order # which I received the next day. On October 31 I received an email stating: Dear ********, Thank you for your recent order. Unfortunately, we have been unable to obtain authorization to charge your account, so your order#C109767973 has been canceled. I was very confused. I called and spoke with ***** who couldnt give me a reason and I asked to speak to a manager. I then spoke with ***** who stated *** needs to review all the notes because *** is confused as to what happened and promised *** would call me back. I never heard back. I called today, s/w supv. *** * *** read the notes- stated I would need to apply again with no guarantee of being approved again. She sees no explanation why the account was closed. It's inappropriate for them to verify my identity, issue a card then close the acct for no reason. I want an explanation * have the card reinstated.
Business response
11/05/2024
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
11/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22503203

I am rejecting this response because:
I have not heard anything from Comenity Bank either phone call or letter.

Regards,

******** ********
Initial Complaint
11/01/2024
Complaint Type:
Billing Issues
Status:
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.
I purchased a top on on June 19th 2024 returned it August 14th 2024 because the stitching was coming loose and received a credit to my account. Received my Oct. statement for $30.74 I phoned the office and with the credit cleared the account after paying $6.00 on 9-17-2024 over the phone payment. If there was a balance I'm sure she would have said something, so we considered it paid in full. My November statement showed a minimum interest charge of $2.00 and a late fee of $30.74 and the previous balance of $30.74 which I had taken care of in October. My phone payment was way within the time limit of any late fee. My November statement was for $57.48 and I hadn't charged anything since June. ********* only wanted to credit me $15.00 toward the $57.48 interest and late fees. I was furious, I ask them to cancel my card and I refused to pay these charges. The gentleman at the bank told me I couldn't use a credit to clear the charge however when I was talking to this lady on the phone she applied the credit to the shirt and I payed $6.00. The nature of my dispute is these continuous late fees. I have copies of everything but I don't see a attachment here to send them to you. I will miss my ********* card but I can't deal with these unnecessary charges. I received a letter from the bank where they were submitting this to all 4 credit bureau. This concerns
Business response
11/05/2024
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
11/13/2024
Consumer called BBB stating she has not received a letter addressing the BBB complaint.
Customer response
11/14/2024

***** ******* <*********************************>
Attachments
Wed, Nov 13, 3:13 PM (17 hours ago)
to Better

Complaint #********
Initial Complaint
11/01/2024
Complaint Type:
Billing Issues
Status:
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.
Please this is to register my displeasure and disappointment with Comenity Bank *************).
On 5/24, I went to *************************** in ********, ** to purchase bra and underwear. I was offered 30% discount as a New Customer if I become a member.I agreed to it. After discounted the cost was $149.87. I decided paying it but the cashier said I have to wait for the credit card to be sent to me.
In the same month May 2024, I received the card with a Statement. My payment due date was 5/3/24 I paid in full $149.87 on 5/4/24 because it escaped me. I didn't receive any notification about LATE FEE, wasn't sent a statement, never called or emailed me on late fee.
August 14, 2024, I was driving and an unknown call came through. I didn't want to pick it because of scammers but later picked it up. A lady said am owing $42 which needs to be paid. I was shocked so I asked a normal question that anyone would asked. Where is this charge from? Because I knew I paid the full amount. She said it's a late fee because I made the payment a day after my due date. On the phone with her I asked then why haven't you called, sent a statement as you did the first time. She told me they have called before but didn't leave a message. I wasn't happy at all so I gave out my ******* account info. to her on the phone and told her to clear the debt and closed my account because am going to destroy that credit card.
The next day I saw a deduction of $42 from my ******* accoun.
Today being October 31, 2024, I received a call again claiming am owning $104 LATE FEE. Seriously! Again? Even though I have not purchased anything from the store.
went to **** ****** store to talk to the Manager. The Manager was shocked and he called the bank. Nothing good was told her so I decided to file a complaint and even request that the $42 should be credited back to my account. The Store manager told the banker this late fee could have been waived because it's just a day after and a New Customer.
Business response
11/01/2024
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
11/13/2024
Consumer called BBB in response to call she received from BBB. She is not in agreement with business response that they will contact her directly
Customer response
11/13/2024
Consumer called BBB in response to call she received from BBB. She is not in agreement with business response that they will contact her directly
Initial Complaint
10/31/2024
Complaint Type:
Product Issues
Status:
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.
I borrowed $19000 from *********** Patient Solutions, and I paid it in full during the 0% interest period. As the dental procedure ended up being short of the initial estimate, I was told I would get almost $3800 back. I continue to receive bills showing a negative balance of -$3764.50. I have contacted *********** patient Solutions multiple times and initiated multiple investigations. I even received a letter from ************** that my refund check would be issued, but that was well over a month ago. I just want my money back, and I believe I'm entitled to interest at this point
Business response
11/01/2024
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
10/31/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On June 21, I received an email from **************** with an offer. It said if I made 5 food/drink purchases before Sept 30, I'd get an additional ***** **** Reward Points. I had to click to activate the offer, and after doing that, I made 5 food/drink purchases, but I haven't received my ***** bonus **** Reward Points. I have contacted their customer support several times and each time I've received a response that doesn't address my inquiry. One response explained how the point system works with the card. One response was about introductory promotions, for when one first gets the card. I've had mine for years now. Another told me they'd open a dispute. I received a letter in the mail two weeks ago, but it was asking for info as if I were disputing a charge. (It was asking me the amount, who the merchant was, what the goods were, etc.) I'm not disputing a charge. All I want is the bonus ***** **** Rewards points the offer said I would get, but it seems no one I talk to knows what I'm talking about, despite me including a screenshot of the email I received. It had gotten to a point where they are just repeating responses that don't make sense, as they don't address my inquiry. I'd really appreciate finally getting some assistance.
Business response
10/31/2024
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
11/08/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22495704

I am rejecting this response because: I haven't heard back from the company. They told BBB they'd contact me directly and then didn't.

Regards,

******* *******
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The last two months by **** has sent payment to Comenity bank well in advance of the due date. This company doesnt process my payment in time and keeps charging astronomical fees, $37 late fee, $2.99 paper fee, $2.00 minimum interest fee! Absolutely unethical business practices! I was never notified of a paper fee. Ive been sending payments but have no control of when they process them.
Business response
10/31/2024
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
10/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On account ending 4677, paid in full $174.12 on 9-3-24, closed account on ******, as of October statement I have a balance of $3.75 with late fee of $5.75 with a total of $9.50, says balance is from purchases, I have not made any purchases on this card in the year of 2024.
Business response
10/31/2024
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
11/04/2024
[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
10/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a *********** card. I checked my credit score using their Credit wise as usual. I was shocked to find that I owe some bank named Comenitycapitalbank/good **** 3593$. I had not even heard of this name before. I called Comenity bank on 10/3024 at 9:30 am but they wanted me to give them my Social security number. I wasn't comfortable doing that. My credit score has gone down because of this. How come Comenity bank is charging me when they don't have my name,phone number,address in their system.
Business response
10/31/2024
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
11/01/2024
[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 have already talked to business. I'm giving them another chance because of BBB.

Regards,

***** ******
Initial Complaint
10/30/2024
Complaint Type:
Billing Issues
Status:
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.
I requested the account with ADS/**********************/ULTA be taken off my report since it has been resolved long ago. I requested a letter of satisfaction to the account and to be taken off my credit report and received no communication after.
Business response
10/31/2024
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
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have several cards from Comenity bank. I closed my Sallys credit card weeks ago, because they kept charging me fees. But even after I paid off everything, and made sure there was no balance, they are still sending me a bill for $3. My Torrid and Ashley Stewart card did the exact same thing, charging me over $30 in fees and still trying to get me to pay more after I closed my card and there was no balance. I spoke to representatives on the phone and they were unable to provide me with a reasonable explanation as to what these charges were for. They stated that it was for interest, but there was no balance at all. Promises were made to waive these fees, and those promises were broken. I am a disabled individual on a very limited income, and I do not have money to paying for their shady business practices. I am recovering from a big surgery and do not have the energy to go back and forth with these people on the phone. They are sending me letters saying there are reporting there findings to credit bureaus. I would appreciate any help in resolving this issue. I have other cards with different banks and they have never given me this much trouble. If you need any more information I will be happy to provide it. Thank you.
Business response
10/30/2024
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
11/18/2024
This bank never sent any information or communication to me. They did not try to address my concerns at all. I do not recommend this bank at all. I waited for over two weeks and they did not answer me.

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