Comenity
reviews and complaints

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!

Comenity Bank is one of the worst servicers of credit cards I've ever known. They have placed two identical charges on our bill and when contacted they said they would correct the matter within 24-48 hours. The charge that they have now "resurrected" was made over three months ago, and was paid in full in mid June. Now it has appeared again on the August bill. This is just sheer incompetence and your company should be ashamed of doing business with this shady bank.

I was once locked out of my web account to pay my bill when I was delinquent. Once I caught and still on track, they told me I would have to create a new account online to access my bill. Every time I go to pay, I can not access my account. It's like I am purposely locked out. Like Commenity wants me to forget, be late, and charge me additional fee's because I can't pay my bill online. Most of the time I have to call and make a payment--that's frustrating because it's not an automated phone system. I have to wait for the place to open. I have set an alarm on my phone to remind me to call while I'm at work. It seems they want you to fail at paying your bill. I'm surprised they have had a civil suit brought against them for their practices.

In August 2018, I received a letter from Comenity Bank advising that I could sign up for e-mail and text alerts for charges made to my B.J.'s World Mastercard credit card account. Up until this time, this credit card was the only one I had that did not offer this service.
I attempted to sign up for these alerts but every time I tried, I got an error message that said, "We're sorry. A technical glitch occurred and your request could not be completed. Please try again." I tried setting different dollar amounts for the alerts; tried requesting only e-mail alerts and then only text alerts; a combination of the two; tried different web browsers; cleared the cache in between requests; and, even tried different computers in the house, including a Macbook, but still got the same error message.
On 8/26/18, I called Comenity's main customer care number and was given another number to call. I was told a (trouble) ticket was submitted for the problem. Over the next couple of months, I tried again several more times to sign up for the alerts but still kept getting the same error message. I even tried on a friend's computer at his house and still got the error message.
On 10/22/18, I called Comenity again to advise them that the problem had not been corrected. The customer service rep., Kaitlyn, told me that even though I was getting the error message, I should be seeing something below it asking me to enter my mobile confirmation code. She said she was seeing it on her end. She also said that if everything was working right, I should automatically receive a text message with the code when I attempt to sign up for the alerts. However, I was not seeing a place on the web page to enter a mobile confirmation code, regardless of which web browser I used, nor was I receiving a code via text. She said she would resubmit the (trouble) ticket.
I told her that I needed to speak with someone in tech support. She said that they really don't have a tech support section. I should have asked where the tickets were being submitted. Not having a tech support section is concerning, because if their database of customer information is breached, then, first of all, how are they going to know it, and secondly, how are they going to know what to do to stop the breach? I would assume that even if they don't have a dedicated tech support section, they subcontract this work out. So, there still should be someone who can resolve this issue.
Between Oct. 2018 and June 2019, I tried several more times to sign up for e-mail and text alerts, but continued to get the same error message. I called and e-mailed (sent secure message via their web site) several times to complain again about the problem still not being corrected. If I e-mailed them they would just tell me to call their customer care number. I wasn't wasting my time because I had already spoken with more than one rep., other than Kaitlyn, and 2 tickets had already been submitted.
On 6/3/19, I complained again via e-mail about not being able to set up the alerts. This time, I got a letter in the mail telling me to call their customer care number. I wrote a letter back telling them that this was a waste of time, as I had tried this more than once and none of their reps. could help. I told them to have whoever would be responsible for correcting the problem to call me, instead of me calling them and being on hold for who knows how long. However, I have yet a response to my letter or a phone call.

Comenity is the credit card company for Pottery Barn. They are deceptive and I believe criminal in their actions.. We ordered some furniture from Pottery Barn in November of 2018 and then when they were unable to deliver it for some time we cancelled the order. I must add we had paperless Comenity Statements. In January they sent us a notice of late payment. So in late January 2019. I immediately called the credit card company after receiving the late notice and they were great. I explained the situation and they called Pottery Barn and then they credited the purchase of $1500.00 along with ALL the interest and late fees. Then when I looked at the February statement I had an interest charge of $32.21 on a balance of $177.86 plus the $32.21. I was extremely busy so I sent them $300.00 knowing I would deal with this issue when I had time. Finally in May I spent some time to call them and explain the situation and that there was no way there should be a $32.21 charge in interest on a $177.86 balance. They said they would put in a dispute and get back to me. Today I called them and was on the phone for over an hour speaking to one employee and then her supervisor. Speaking to the employee today she claims that the interest rate is 28.99% EVERY MONTH! I told her she was incorrect and that would be illegal. She stood by that ridiculous statement. I asked to be transferred to her supervisor, which I was. He explained to me they were charging me interest on the revolving balance on the returned items because the return credit was not posted until late in January. My point is they admitted the charge and interest was not valid and that is why it was all refunded in January, interest, late fee and purchase price. They do that and then charge the interest the next month AFTER the money was refunded because I had a balance of $177.86 which triggered the revolving balance interest. Remember the first person told me 28.99% of 177.86 was the $32.21. Poor math for someone working for a bank. However, here's the real kicker, the supervisor said "you already paid it so there is nothing we can do" I did explain that I had been busy and paid it to buy me some time to get to a point where I had time to deal with trying to recoup my lousy 32 dollars. IT'S CRIMINAL. They should train their people better and they should take better care of their customers. So for $32.00 dollars I will spend any free time I have and find forums to post my experience. I hope it was worth it for them and I hope you all take notice and boycott Comenity and Pottery Barn for their association with Commenity. Please also notice complaints flow into this site almost daily about them. I have a number of cards and never have issues with anyone else. Please avoid them.

I logged into my Williams Sonoma Comenity Account account using my password and changed my billing address. A couple of days later I got a call (on the phone listed on my account) from a woman who claimed to be from fraud protection. She asked for my social security number and birthdate, which I refused to give because I had no way of knowing who she was. I then got a threatening letter stating that my account would be closed if I didn't call them back. I did. I was put on hold for 12 minutes before some jerk answered the phone and stood up for this process, and told me I was being unreasonable! I called from the phone number on file. He asked me to read the letter I received. I read 2 1/2 paragraphs of the letter, and asked if I had to finish it, at which time he told me all he needed was my account number. Why didn't he ask for that instead? I then gave him my birthdate, my social security number, my account number, my address, my phone number, and the name of the other person on the account, and he told me he needed to put me on a brief hold while he looked for more personal questions to verify my account. I said, "brief, I've already been on hold for 12 minutes." After two minutes I hung up. Mind you, no one purchased anything. I gave all that personal information. I answered the phone from the first call and verified that I changed the address (which I did using my password). If you need to close my account, fine. I don't need to be harassed.

Someone pretend to be me and have my credit card cut off. How did you know it was me? Your security system is not safe. Now I can never get it back. Thanks alot. I should not pay the bill since you don't recognize me and let anybody pretend to be me and clip me. I make sure I tell everyone all you system. You need to get some type of system going please

The bank messed up and did send me bills for the first few months. They kept the bills back and never called me about it. It was going to an incorrect address that they put. Anyway they waved the late fees as a "courtesy".
I just called to pay off the bill of $5000 and asked to wave a fee. This time it wasn't fault so I asked nicely. Ivan said the account isn't eligible. I asked to speak to a manager and I've been on hold for 2 hours! Is people time not mean anything to you!

The Comenity customer service department is a black hole of confusion and inaction. I bought a candle for $20. The Pier I staff encouraged me to use the Comenity card. I paid the bill but Comenity said they never received the check. Fee applied. I called, I sent copies of the cashed check. They said they never received any of the documentation or the check, even though I verified the address. I finally got so frustrated that I paid them $70 in fees. A charitable donation since I already paid separately for the candle in November. I terminated the card. It may hurt my credit score but people should not be treated like this. Just thinking about Comenity and Pier 1 makes me sick.

1/18/2019

I'm appalled at the lack of service the agents are able to provide. Instead of reading from a script and constantly apologizing RESOLVE THE ISSUE. I have a credit freeze on my credit history to prevent fraud. Usually when I apply for credit, I receive a cal to verify the application. This did not happen with Commenity Bank. Instead I received a letter in the mail statin they were unable to verify my information and I can submit another application in 30 days. I removed the freeze and reapplied per the instructions I was given and the application was declined because I applied TWICE within 30 days. Prior to submitting the application electronically, I called Commenity to confirm if the application could be submitted and they said yes. I was on the phone for over an hour and spoke to FIVE different people. Nobody resolved the issue. I'm very disappointed in the lack of service I received and will no longer apply for an account with this bank. Also, I will not use any card (Children's Place) that works with this bank.