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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:
$93,514.00

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

71 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
21	Agreed to make an adjustment
5	Refusing to make an adjustment
42	Refuse to adjust, relying on terms of agreement
3	Unanswered

71 complaints against Comenity Bank

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4/23/2025

RESPONSE: Complaint was not answered Amount in Dispute: $30.00 Amount Settled: $0.00

Customer Complaint

3/28/2025

I am writing to file a formal complaint against Comenity Bank regarding their unfair banking practices that have resulted in ongoing late fees and financial distress. On Dcember 16, 2024, I re-enrolled in auto payments for my account with Comenity Bank. However, after doing so, I began receiving calls from the bank approximately ten days later indicating that my payment had not been processed. After multiple conversations with bank representatives over the course of the past two months, I learned that I had either been dis-enrolled or never successfully re-enrolled in the auto payment system despite my repeated attempts to confirm my enrollment. Since being dis-enrolled from auto payments without my consent or notification, Comenity Bank has charged me monthly late fees. These charges are unjustified given that I took all necessary steps to ensure timely payments by re-enrolling in auto pay. Furthermore, I have noticed a pattern of behavior from Comenity Bank where they apply extra fees and interest on accounts belonging to individuals within certain demographics—myself included. This raises concerns about discriminatory practices within their operations. In addition to these issues, during several calls with customer service representatives, I requested text notifications similar to those they send when advertising missed payments before any late fee is applied. Each time they acknowledged my request but failed to take any action or comply with it. I Resolution Sought Refund any late fees and re-instate my auto pay as I have requested several times already.

4/23/2025

RESPONSE: Complaint was not answered Amount in Dispute: $800.00 Amount Settled: $0.00

Customer Complaint

3/28/2025

Comenity is stating the account was paid in full but late fees to interest applied after the account was paid and the closed. This has now sent the account into collections for no reason. Resolution Sought They remove the credit hits and show the account was paid in full.

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