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Comenity Bank complaints

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PO Box 182273
Columbus, OH 43218 | Get Directions

(866) 776-9859

http://www.comenity.net

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Total Amount in Dispute:
$57,932.00

Total Amount Settled:
$0.00

Complaint Experience

11%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

55 complaints against Comenity Bank closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
11	Agreed to make an adjustment
5	Refusing to make an adjustment
32	Refuse to adjust, relying on terms of agreement
7	Unanswered

55 complaints against Comenity Bank

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10/29/2025

RESPONSE: Complaint was not answered Amount in Dispute: $106.00 Amount Settled: $0.00

Customer Complaint

10/3/2025

I had a Carters Credit card that I paid off (full balance of $86.00) in July 2025. I never received a bill after that, and figured since it was a paid in full balance, never thought of it again. Today, October 1st I received a call regarding a $106.00 overdue balance. When I asked what this was owed for, This company stated that since my full balance payment was received after 5pm that day, there was a $37 late fee assessed. Then another $37 late fee was assessed for August and another $37 assessed for September. I was told my payment was received on the due date but after 5pm. So now the total amount due was all because of late fees! When I tried to explain I haven't received any billing statements, the representative (Lisa) said they were mailed out. Because of my outstanding personal credit, I had no choice to pay the balance. I was told I would continue receiving new late charges as well until the balance was paid. I tried to explain that I did pay the balance in full and because of that reason I did not think of this credit card any further along with the fact of not receiving paper statements. They made no remedy but I was told they could take (1) late fee off the balance, but if I did not pay the outstanding interest balance that would occur, another late fee would be assessed. So paying the $106.00 was the only Option. Resolution Sought I would like to be reimbursed the full $106.00 and made whole. I also feel it's unfair that these credit card companies charge a fee for making payments the same day!! I was told it's on the statement, but obviously it's hidden.

8/24/2025

RESPONSE: Complaint was not answered Amount in Dispute: Amount Settled: $0.00

Customer Complaint

7/29/2025

Applied for financing for dental work, was approved for 18 months interest free, I applied for a for a loan to pay it off, when my credit union approved me, I called for the payoff and they told me the interest rate was added. I had called them prior and let them know that I was going to payoff in full once I was approved for the loan. I asked them to waive the interest and I would pay the balance off in full, but they declined. Resolution Sought To waive $2,900 in interest

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