Comenity
Reviews and Complaints

Yes I tried to use the reward card before the deadline yesterday and kept getting a error message that you could not send the items to my home. It kept saying it wasn’t available to ship to my home. Called the customer service line and they kept getting the same error message. And we tried three address to get the items sent. So I said let me check this morning to see if it would allow me to do it without the rewards now that they have expired. And sure enough it allowed me to order the items without any errors at all. That is so messed up that VS is like that. It’s crazy. And I purchase stuff literally every month or more and this is how you do your customers. I am furious. My name is Anesia carr Mouton [protected]

After having my Victoria’s Secret card for ten years they closed it for inactivity. I never received a letter or any warning about this. So now that my longest credit card is now closed it affected my credit age greatly and reduced my score. Called and tried to get it fixed and they told me all I can do is apply for a new card and start fresh. You are out of your mind to think I would ever consider doing that after you screwed up my credit and it seems from the reviews you have done this to a ton of people. What a horrible company you are.

Comenity is a scam. Most of my payments have been pretty regular and in total I've paid more than $700 in three years, yet in three years the total amount on my bill has gone down by only $100. What kind of interest is that? My monthly bills don't reflect more than approximately $4.81 in additional fees on most occasions. Huge scam. I've not had a habit of not paying this bill.

While enrolled in Commenity bank hardship program with direct pay they continued to report to credit bureaus that the two accounts - Express and Herbergers were late. This was during Covid and the accounts were closed for years. Still they lowered the credit limits so it looked like I charged up to the max. This has hurt my credit. I made all the payments and now making full payments. They did this until all the money I was supposed to pay was caught up. Not a good incentive for program

As I read posts from others, I see that I am not alone in having this problem. I use electronic banking and always pay my credit cards in full and on time. I recently paid my Grandin Road card in full. On 10/27/21, I electronically paid my bill. PNC Bank sent a check (see attached) to be paid to Comenity on 11/02/21. The due date being 11/04/21. However, when I got my new statement, it stated that my payment was late, received on November 5th, charging me a late fee and finance charges totaling $28.27. I did call Comenity customer service and they told me that they could not waive the late fee because they had done so previously.

I had the exact same problem on my previous statement. At that time, I called my bank and informed them of the circumstances, they assured me that the problem was not on their end, rather Comenity's end, and so I called Comenity's customer service to dispute the charges. After speaking to someone for over 30 minutes, they finally agreed to speak with a supervisor, and then told me that the charges would be removed. (It is to be noted, that it took a second call to finally get them off of my statement)

Several years ago, I used my Pottery Barn card, who also used Comenity Bank and I had the exact same problem.

Common thread here.

I will no longer use any company credit card that uses Comenity Bank.

Comenity Bank Master card is the worst credit card and horrible customer service. in my opinion. This bank only is concerned about making money and they do not care about the customer and they told me that by there actions . My financial history with the bank aggravated the bank because the bank could not charge me any late fees with is how they make their money off the customers. I held the card for over 3 years and was never late or held a balance. I send a payment in this past month Oct/2021 . The payment was mailed back to me and then the bank charged me a large late fee. I called Comenity Bank and I was told that the office I mailed the check to was closed due to flooding. I spoke to the bank manager manager Justin #708691 (if he really was a manager ), and he also agreed that have to pay the late fee and he was only interested in the rules and did not want to hear the reason for the mishap. I told him I mailed another check to them he ignored me .The bank agents were very rude and their was no room for any negotiations. Today I called and found out due to all the checks I sent in that I had a credit on my master card for $1, 257.70 due to their incompetence .
This is just sheer narcissistic, rude incompetence and your company should be ashamed of its self for supporting these actions.I am reporting this incident to the banking commission and to the better business. I cancelled my master card today 11/28/2021.
Signed: Mr. Galate

On 11/17/21 I reached out to Comenity Bank to inform them that there was an issue with my bank and that the payments that I made will be stopped. I asked if I can pay to ensure that the cost were covered. I was informed that at that time my bank had not rejected the payments and paying at that time was not necessary. I was informed to make a payment when I was sure that the bank had rejected the payment. On 11/18/21, the net day I went in to check to see the status of my account and my account was closed. I reached out and asked why was my account closed and I was informed that the policy was if there is a rejected payment, the file will be closed until 3 consecutive monthly payments are made and my account will be open in 90 days or I need to pay the full balance owed and my account would be released in 15 days. I told the rep that I was speaking with that I was not aware of this and why didn't the rep I spoke with yesterday inform me of the same. The rep kept beating around the bush without fully answering my question and making it seem it was mu fault. After realizing I was not going to receive a proper explanation I asked to speak with a supervisor. After being placed on hold the supervisor came on and immediately just by her tone and what she said to me, I knew that she was annoyed. She was rude and kept on implying it was my fault that I didn't know and stated that it was not the rep's job to tell me the policy of returned payments. I tried to explain to her several times that I was not mad at her but I was upset because I was never informed about if payments were returned that would result in my account closing. The response I got was now you know. There customer service is horrible and made me feel less than in the way I was being addressed.

After paying off my account and having a zero balance, I was charged a late fee the next month. I was unaware that after having a 0 balance that this would happen. Essentially I was charged an initial late fee and was unaware of this and then charged to late fees on the initial late fee charge. I believe that this a deceitful tactic and will no longer do business with Commenity.

I have proof I pay my balance in full but for some reason they say they don't get it until a day or two after the due date and charge late charges and fees and finance fees.
The operators are useless when trying to get help.
They are charging fraudulent fees for a purchase that I have paid in full.
I told them I have my bank statements but that doesn't seem to matter to them.

I have an excellent credit rating. It was 811. Now it's 795 and says Good.
I'm furious. I'm frustrated. I hate this card and I will never use it again.

Keeps charging a $2 finance charge regardless if the account was paid in full by the due date. All they keep saying is "if you account wasn't paid in full by the due date, the finance charge is applied". Then because you think the account is paid you go on with your business until you receive a notice that now you owe $6 because they assessed a $4 penalty charge for not paying the $2 charge. This went on for months. They have finally closed my account (after paying the $6) but it is the biggest relief I have felt in a long time. I will not have to deal with these thieves again!

I had called on June23, 2021 and spoke to a rep by the name of "Supervisor" named Rachel, #5250, who was so rude, would not let me talk and was very very unprofessional. How does a so-called-supervisor talk to her customers like this should be FIRED.

Called, today, because I never received my 25.00 gift card for signing up for this service. After over 1/2 hour with no resolution, other than to have them resend the form I already sent in on 1/2/21, and wait another 6-8 weeks for processing, because they never received the first form I mailed in. I was due to get the 25.00 gift card, by 2/10/21. I have pictures of form, offered to email, or send copy, etc. Told they cannot do it that way, by, Tatiana, customer service representative, and her supervisor. I'm very disappointed and dissatisfied with the level of professionalism. My form was lost, somewhere, but I have to redo everything if I want gift card...ridiculous! Please contact me about this. If I have to redo, I should receive 2 gift cards, now, for all of these problems and my time on hold, etc. Thanks for your consideration. Jenny Garsomke [protected]. [protected]@gmail.com.

I closed my ulta account due to incompetence's and then reapplied. I never received the card. They have sent this credit card to my old address twice after various calls and talking to agents. This morning I spoke with three agents, was transferred three times, then told basically she did not see me talk to anyone basically I am lying. It is sad that customer service don't listen to their customers and over talk them. I have a lot of accounts with you guys with correct address on them and it's always this one. Train your agents to listen first before talking. I don't want to get them in trouble just trained right. This is my credit floating out there and already have been compromised once. This gets me highly upset they can't get this right! Today 10/17/2020 from 8:00 to 8:45 am I was on the phone. When I asked the agent for the vp's name she said she did not know what that was, never heard of a vp - smh! Wow - get it together - peoples credit just floating out for a anyone to use it.

Meijer (midwestern home/grocery store) utilizes Comenity to handle `their credit card accounts. Due to fraudulent activity, particularly in certain areas, they require photo ID that matches your card. However, each time my son uses his card (with his name on it and same as on ID), they deny the purchase presumably because the city he is trying to use the card in has a high fraud rate. This has been going on for months, and the only resolution is to call Comenity to override the purchase - BUT this has to happen AFTER the transaction is denied and he must stand at the register while I call (account holder) Comenity, wait on hold for an average of 25 minutes, then get it overridden. Meanwhile his food is spoiling in the line and we are all wasting time - it seems like there could be a better way to handle this problem, particularly when I have requested the same process numerous times for the same account in the same store! When I ask Meijer they say it is Comenity's issues - when I'm on the phone with Comenity they cannot tell me what is happening or why they can't reissue cards or resolve this issue. Meanwhile, I have two other credit cards which also utilize Comenity and have no issue with them - go figure! Someone needs to get a handle on this issue and work WITH their customers - obviously this is not a big enough issue for Comenity to respond in any positive way. Only solution is to shut down credit cards and lose all benefits I guess! Sad state of affairs -

I purchased a Shih Tzu from Petland Grove City, Ohio a year ago. First off they charged me for things on my receipt I did not purchase a few hundred dollars. Now they have raised my monthly payment because of beng one day late plus a late fee. I make my payments on time every month. This is a total scam Petland & Comenity Credit cards. I WILL NEVER USE COMENTY OR PETLAND AGAIN EVER.

I just received a letter from you that you were refusing to issue me a Christopher & Banks credit card. Funny, I've already received the card. I gave them my SSN by memory. Perhaps I got it wrong, but I have good credit and I don't want this to mess that up. Not that I desperately need that card, but what do I do with it now that I have it in hand?

Rita Ware
1154 E. Cantebury Ln
Springfield, MO 65810

e-mail: [protected]@yahoo.com

I wanted to pay off the account. Signed up online, paid amount due in full. A month later they claim I owe them additional $73 for...late fees, finance charges etc! After it was paid in full! I called, talked to 2 people before being transferred to manager and they said i still had to pay it. Also, spent 40min o waiting on the line for the 3 people to talk to me. Bottom line: fraudulent extra charges, their website is not purposely updated on time to show extra charges so they get transferred for next month bill and they can charge you additional fees. T

I receive 3-4 calls from Comenity a day. These voicemails indicate that I should seek legal representation on the matter of my late payment on my credit card. They also state I should provide my attorneys information. Why do I need an attorney for a late credit card payment? They called me this morning and it was a male saying that my "case" had come across his desk and that I needed to have my attorney contact him. This practice seems highly unethical as I have received no paper document indicating I need to be represented.

August 12, 2019

On August 11, 2019 I was contacted via text by Comenity Bank to contact them. After going through a lengthy automated system I spoke to a Customer Service Representative who stated I had an overdue balance. I never have overdue balances so it was a concern. I immediately paid over the phone with the Customer Service Representative. Because my husband pays our bills through on line banking, Comenity had our checking account number that was attached to the account and the payment was made over the phone. After making the over the phone payment, I then had a chance to speak to my husband who pays our bills. He was sure he had already made that payment and it wasn't overdue. After checking our on line banking he realized he did make that payment but inadvertently made it to an old "CLOSED" account number that was in his name. That closed account had a zero balance and Comenity would owe him a refund. We contacted Comenity but were told to call back on a week day and ask for the Customer Service Dept. in order to get that payment reimbursed back to my husband. I called back the following day, Monday, gave my information through automation and spoke to a representative. There were notes in our account from the phone call the previous day stating what had happened.

After giving my information and also my husband's account information the representative told me she would need to speak to my husband in order for me to speak on his behalf. My account was paid in full the day before over the phone and his would need a refund. She asked if my husband was home but he was at work so she asked for a number to contact him. I gave her his cell phone number, he was at work at the time, and the representative told me to stay on the line and she would get back to me after speaking to him. She spoke to my husband and told him a refund would be issued but to stay on the line. After trying to connect the three of us just me and my husband were connected, she had been disconnected. Does the Comenity Representative call back, no. My husband asked me to call back Comenity to make sure that the refund was being issued. He was at work and didn't have the time to go through their automated call system. My husband had been verified to speak on my behalf on Sunday, August 11, 2019 and I had been verified to speak on his behalf on August 12, 2019 but the representative was disconnected after stating to my husband he would be refunded. I call back Comenity likes my husband asked me to do and go through their automated system again, speak to a new representative, explain what happened and asked her to check to see if in fact the refund was processed because we had been disconnected from our three way conversation. She explained she couldn't give me any information because it was his account. I then said I understand and explained again he was just on the phone with one of their representatives and was disconnected. I asked if she could check the notes in the account but she refused to give me any information. I asked if she could call my husband back but she said she couldn't make outbound calls and my husband would have to call Comenity back. I told her he's at work and I've been trying to get this rectified since yesterday. I explained that the payment for my account comes from the same checking account as his closed account that would be getting the refund. I told her the check would be in his name and I couldn't cash that check even if I wanted to. I then asked to speak to a supervisor who told me that my husband would have to call in. Again, I explained the issue to her and asked if she could call him because he is at work and doesn't have time to call and go through the automated system and reminded her that he had spoken to a representative that we were disconnected from. The Supervisor, Abbey 876, then told me I must have been speaking to a different department because her department doesn't make outbound calls. A supervisor can't make an outbound calls so she can rectify this situation? I've been inconvenience for over an hour and she can't make an outbound call, crazy. I then asked to be transferred back to the department I had been speaking to earlier that made an outbound call to my husband's cell phone and she told me that she could transfer me but the only thing they can do is make an outbound calls if someone is making a payment. I asked her why they made an outbound call earlier today to my husband and he wasn't making a payment he needed a refunded of $192.98. She said she can't speak for the representative that made the outbound call but they aren't suppose to make outbound calls unless they are looking for a payment.

Comenity, you need to give Supervisors the authority to make outbound calls no matter what department they are in. This could have been easily rectified. Why should I or my husband be inconvenienced for over and hour after being disconnected from a representative who did in fact speak to my husband and didn't phoned back. The supervisor would not phone my husband. My husband is working just like your customer service representatives are working during the week. I feel they should have called my husband back so he wouldn't have to go through your automated service after he had already been interrupted at work and me being inconvenieced for an hour. Your supervisor would not make an outbound call. After an hour of this nonsense I stopped trying to reason with her. Comenity spoke to my husband and as far as we knew everything was taken care of. If the representative didn't get disconnected or had called back to say sorry we were disconnected but everything is taken care of and you will receive a refund, I would not have had to call Comenity to find out if he will get a refund. They had my account information, the amount I owed, which was paid over the phone and my husband's closed account information to which a payment was made to accidentally. Why would a customer pay their outstanding balance in full over the phone and explain the payment was made to the wrong account and your representatives have all account information, home addresses, phone numbers and social security numbers which were give to them and they could not tell me "yes" he is being refunded knowing the circumstances that were presented. There had to be notes from multiple telephone calls. You need to make changes to your customer service department. It should not take an hour to try to get something rectified. Your Supervisors should have the ability to make outbound calls. I am cancelling all store Comenity store credit cards. I will never go through your customer service department again. I'm all for security but your Supervisors need to be able to use good judgement while accessing notes from previous calls and make exceptions. Most people do not have an hour to waste to rectify a bill.

This Comenity capital bank hurts people's credit. I often shop Bed Bath and Beyond. About a month ago I see signage plastered all over about their credit card. I sign up. I get approved on the spot. But I can't utilize my credit in store yet, like Kohls or target credit approvals on spot. They tell me my card will be in the mail. I receive the card with all the info. Two weeks later they shut my card off (hadn't used it yet) because of too many inquiries... there were THREE..one of which was theirs! Now I have a short termed opened credit account that's been closed by the bank on my credit history and it made my credit score take a nose dive!