Comenity
Reviews and Complaints

I was charged late fees twice, but my card never arrived and I did not get any bill in the mail. I was supposed to pay $43 and they charged me $116. I requested if I can only pay a portion of the fees, but they said since I will be closing my account they will not do that. That lady on the phone seems like she was reading on something when talking, and she did not give any explanation of why they can’t reduce my payment. I told her it was not my fault that my credit card or the bill never came in the mail, but she keeps saying “there is nothing I can do. You have to pay the total balance.” I will never get into this situation again and that’s why I closed my account and will use my own card on my next purchase.

I received my bill for November which showed that my payment for October was never received. It was because my bank statement showed that it was received 2 days before it was due! I not only had to pay my November bill plus my October bill, but I had to show proof that I did, in fact, pay my October bill. I was told it could take up to 90 days to resolve this dispute. As of today, 12/14, my bank statement still doesn't show that my November payment, which was mailed on November 21st, still hasn't been received. I received a call last week from one of your reps asking if I wanted to pay the November bill by phone. I sternly informed her that I did send in my payment. She said that since Comenity took over AAA account, there have been problems. I even received, as I'm sure every customer received, a letter from Bruce Bowman saying they are experiencing "intermittent issues". The rep I spoke to said that other people are having the same problems I am. So that means that every customer has the burden to prove they paid their bills on time, while your system is, to put it mildly, messed up?

They are swindlers! I have made payments on time my entire life. Unknown to me they have returned my payment to me and then started charging me interest because they said I didn't pay my bill! I paid my bill and they returned the payment because they are incompetent. The payment website was down for a month and apparently during this time they switched systems and rejected payments. I just received a letter from them that they are unwilling to credit the interest charges because I didn't pay on time. Well, I did pay on time, and this is their error.

Comenity Bank recently took over the Express Next Credit card. I've had similar problems when Gap/Old Navy/Athleta brands, where my information is NOT correct, and remains incorrect.

My most recent issue is that today, 12/13/2022, I had to spend over an hour on the phone with Comenity "customer service" and was transferred FINALLY - to a supervisor who explained that I "should have had a new card sent to me when they made a bunch of changes" and didn't know why. I was calling because the card I HAD received didn't work, and the account had a zero balance or is current.

Once he explained that there are a lot of issues with the system change that went into effect in July 2022.

Much more concerning is that they have the wrong account information, i.e., account number. As a consumer, this is a blatant failure to manage secure information appropriately. While the verification process seemed to be standard/secure, the fact that Comenity has different information registered incorrectly or has failed to make me aware that there would be significant changes, ultimately resulting in me not able to use the card is disconcerting.

I got a set of tires from BigO in Shelbyville Ky 9/03/22. I was given a 1yr same as cash contract. They have been charging me over 29% interest since then. I have spent hours on the phone with them and never received any help. I finally got a letter last Saturday saying it could take up to three months to get an answer on whether or not they will honor their contract. Even the store manager tried to call with me there and same thing! I will be writing to corporate and BigO corporate to let them know how bad my experience was and is.

This site is always down. I cannot pay my card, confirm the balance or even check to see if it has been hacked and is being used without authorization. This has been going on for days in its most recent iteration. The bank is silent on this and at a minimum, needs to be waiving fees and interest. I would hope that the federal government is aware of this and is speaking to the bank about getting this straightened out with no cost or penalty to customers.

This problem ocured during the pandemic about 18 months ago. I have not used my beals credit card since comenity was far from understanding. In the future i will not accept a store credit card where comenity is the bank affiliated with the card. So i am requesting an appeal to the bank. I have never been delinquent on anything for at least 60 years

philip v. Vullo, d.D.S.

729 wiggins lake drive, unit 202

naples, fl 34110

[protected]@gmail.Com

Definitely don't recommend Comenity Capital Bank; it is the worst. I've had issues with them from the start they processed payments late that would cause higher interest on my account and had explanation charges. They even charged me AFTER I paid my account in full before my due date and after a representative confirmed over the phone that all was cleared — due to the many issues, I had to call to make sure it was all covered and I requested a zero dollar balance BUT I still got charged out of no-where after receiving the zero balance letter. The customer service representatives hang-up between calls, and their only resolution to all issues to just pay or get charged more — even if there is no explanation to the charges. The escalation process is not worth the long period times of hold. Based on some other complaints and comments that I've read, this has been happening to many Comenity customers. If you are thinking of joining — please don't do it. The only reason I opened an account was do to a last minute surgery but if I would of read the reviews before hand then I would of gone with someone else. At this point, I just want them to stop sending me bills after I've paid my balance and more. It is super shady to tell a customer they owe nothing and send documentation of zero, then send a bill for no reason which is a bill that could have been missed and could have affect the entire credit.

My AAA credit card was recently moved from Bank of America to Comenity. I created my online account and noticed that my mailing address was incomplete (missing my unit #), so I updated it, only to notice that the change didn't save. I tried several more times, and it kept reverting back. I called customer service, and the agent said he updated my address, but several days later, it was still wrong on the site. I emailed customer service to alert them to the website bug. (It's not just that my address is wrong; it's that the changes refused to save whether those changes are made by me or a customer service agent.) In several rounds of back-and-forth, each time they didn't address my concerns about the buggy site; they just said that they would update my address... but it never updated. Next, I emailed a screen recording video, showing how I would update it, and it would show correct very briefly, but it would revert back the next time I refreshed the page. They just replied saying "I've updated your address" (but, of course, it reverted back).

My next phone call to customer service felt like banging my head against a wall. Once I finally got a human on the line, it wasn't all that much better than talking to a robot. He didn't understand the problem and just tried to update my address on his end again (which, of course, didn't reflect on my portal). He wouldn't answer my question when I asked him to confirm if the change was actually saved on his end.

I asked to escalate my call and he was stumped as to what that meant. He said he was the billing department and they had no tech support department or anyone else I could talk to.

I understand that an address change isn't as big a deal as some folks in this complaint board, who have been unable to make payments or solve fraud. But if this company is so incompetent in the small things, I certainly don't trust them with bigger issues.

I used to like this AAA, but it's become more trouble than it's worth.

11.28.22

Dear God. This is the worst company. I continue to receive BOA AAA statement emails saying I owe money (I do). No problem, have always paid. I started getting Comenity emails ON TOP OF the BOA emails in November. I call BOA to find out what's going on, how do I pay my bill. BOA tells me Comenity now handles AAA. Umm, well that would have been nice if someone perhaps notified me. Communication is a good thing. BOA can no longer help me. Try to pay through the comenity link, nope, have to activate my NEW CARD. Ummm, wait, I got a new card? Nope, never received a new card. I can't pay my bill and, knowing the credit card companies, am racking up late fees, albeit a month ot two, which I have no intention of paying given this crappy takeover of AAA. AAA should be strung up for switching. So, if anyone knows how to pay your old AAA bill with Comenity and you don't have a new card, please let me know. I have no doubt Comenity is killing my credit score now.

Comenity took over the card management from Bank of America for AAA.

I had booked a trip to Disney World with AAA and charged $10,300 on my Bank of America AAA card. I received $400 in redeemed points and owed $9,900 due 0n 11/4.

Comenity took over the account and transferred the balance on 10/8. On 10/12 Comenity sent an email to pay $104 with no option to pay the full amount and no-account number was provided to be able to go online to pay.

12 phone calls many exceeding 30 minutes were made between 10/14 - 10/19 to get a card and/or an account number with broken promises and lies.

Finally got a card, my arrangements online to pay the $9,900 on 11/4 with was taken electronically from my checking account. Confirmed receipt on 11/5. Comenity said I have a zero balance and an $8,000 line of credit. Spent $244 at Disney which triggered Comenity to shut down my card and negatively impact my credit. All the Disney watch FOBs were turned off while we were in the park which meant we could not charge food, etc. until I went back to the Hotel and provided another credit card from a real bank. I also lost rewards points by using a card that did not provided triple points for travel and food.

Several months ago we requested the return of $107.03 in a now inactive account. We do have the statement from Comenity Bank confirming the amount of $107.03 with the full account number. However after sending two (2) letters dated August 5, 2022, and October 15, 2002 we never received a response, and the money has not been returned. Comenity Bank is NON responsive.

On November 1, 2022, Comenity Capital Bank requested a hard credit check on my account with Experian. The notation says credit card application.

I have never even heard of Comenity Capital Bank, did not authorize the credit check and did not apply for a credit card.

I have notified experian and they removed the hard inquiry and placed a fraud alert on my account. However I have not been able to reach anyone at Comenity who can help me. I am concerned that this may be fraud.

I use my mother's bjs credit card to put gas in the car. I went to pay the payment of 44.00 for that month. Mind you this is not my credit card but i was making a payment. When I checked my checking account the bank Comenity took the $44 but they also took out 1480.05 of my checking account which became over drawn. When I called to dispute the transaction I was told it was my fault and could not have it returned. I have since filed with my bank hopefully I can get help there. The lady said i put on autopay my question was why would i do that it is not my credit card. To all don't get this card or anything from this bank.

Since the transfer between Bank of America and Comenity I have tried to pay off my balance with Comenity AAA credit card each month, on time, using the same bank account I used when AAA was with Bank of America. I have tried making the payments online and over the phone with a human customer service rep. All three attempts appeared successful. Even with the human customer service rep, who told me the payment was complete. Weeks after each attempt I was notified by snail mail that the payments didn’t go through and I’ve been charged return check fees and interest. I have paid these fees in the hopes that I will get them back. I also have unused rewards that I can not access and I would like those to be returned.

I am using the correct bank account number. The same one I have used for decades for all my online payments. I have money in the bank and can show screenshots of my balance at the time of payments to prove this. I have a history of on-time full payments with the Bank of America AAA card, and all other credit cards. I have a credit rating in the 800s. The problems with these current payments are at the fault of Comenity Bank.

I have logged over 2 hours on the phone with customer service and countless hours online using the online system. I have sent two electronic messages to Customer Service and I have filed a dispute over the first returned check fee. I have not heard back from anyone regarding any of these attempts to resolve this issue.

I have been unfairly charged returned check fees and interest rates for the two months Comenity Bank has been administrating the AAA credit card.

You took over from Bank of America. I have been trying to register my account over a week.

It keeps saying there is a glitch, try back later. Same issue every time I try again. I called [protected]. That was an adventure in "YOU DO NOT WANT TO BE BOTHERED"!Typical to all other issues I've had since you took over

After asking for a representative over and over with you automotive answering system, I was place on hold. After 10 minutes, YOU DISCONNECTED THE CALL.

If this is what you show new customers up front, I do not want to be your customer. Send me the link to pay my $2.99 balance (I am not paying $9.00 to pay my account because of you incompetence) and to cancel my account. I refuse to do business with any organization that disrespects their customers.

L R Vaughn (last 4 of SSN: 1720) Cell [protected]

Got a credit card bill and paid it in full and can prove it was drafted out of my checking account. Comenity claims I didn’t pay it so I’ve had to repay it plus late fees so my credit will not be affected. Not getting anywhere with there customer service department as you can only file disputes via email. I’m out over 2,500 dollars and seem to have no remedy to get my money back.

First it was the credit card. Mine stopped working. Even BJs kept denying the same card I had for over 5yrs. After 5 attempts at a new card and 5 phone calls, they were finally able to resolve.

Next, it's the online. All of a sudden, my online access stopped working. They supposedly deleted my online user profile and had me add a new one. We tried at least 5 times (5 different user IDs), still wasn't working. They deleted my auto pay along with it.

I'm ready to drop the BJs credit card. I pay for this service. I kept being told that the Commenity upgrade is what's causing it. This started in June and it's almost November. Unbelievable!

I was defrauded three times in one year. Had enough and decided to close my account. Yesterday, I got through after two hours; connection was terrible and representative had foreign accent difficult to understand. I gave my phone number and CC number but they claimed they couldn't open my account and said to call back tomorrow. Today, I'm still on hold with BJ's customer service for over 3 hours! Didn't know they're abandoning Comenity. Couldn't happen soon enough!