Comenity
Reviews and Complaints

After a mass so-called system update (Late June, 2022) for which I can still only communicate with this company by "secure message" they have managed to have lost my two payments ( made late 6-2022 but not due until 7-8-22) for which I have emails from them acknowledging those same scheduled payments, as well as proof those payments were taken from my checking account. I have sent numerous messages with screen print attachments asking them to apply my credits and sent these messages from late June 2022 to today, 7-5-22, as I still show an owing balance and have paid off the card. I only know this recently as up to last week, I could not even access my account online due to their scheduled update that lasted nearly a week. Since then the site is up and down and the phone is useless. iI kicks you off after a pre-recorded message referring you online to make certain actions. They continue to put me off by referring to an earlier charge dispute that is pending (has nothing to do with the issue at hand) and that dispute was actually settled by the merchant and the charge was credited back to me. it was a Comenity employee who verified/gave me that information and that credit DOES show on my online account. Still, I am getting a generic answer to all my email messages and attachments, referring only to the old dispute that they are still reviewing, refusing to address the unposted payments I sent them proof of. No one answers the phone as their site is a mess and the phone service is currently useless. They say to call later. Over and over and over. I am furious as I have an 820 credit rating. If I had the funds, I'd sue. looking at a possible class action if it can be done. in the meantime, I am desperate to get this resolved. i have since applied and been approved for a 3% rewards card and plan to close and chop this one as soon as it is resolved. Anyone else? please chime in. I need support to know I am not alone in this nightmare.

I paid my balance in full in early spring (have always been on time and paid well over $2k total). Then as of June 2022 I found out thru an email that my account was charged a 5 CENT fee, and of course then a continuous slew of fees and charges so that at that point I owed $14.40. Boscov's blamed it on Comenity bank and their policy. So I paid the $14.40 in full and COMPLETELY CLOSED MY ACCOUNT~ and damn if they didn't charge me another $1.01 so that they could continue fees and charges after my account had been closed for weeks! I had called multiple times and had a zero balance. But then suddenly I get an email that I owe $1.01! I called Comenity and they claimed the fee was because I paid the $14.40 'late'... which I never owed to begin with but I did pay just to avoid ruining my perfect credit!

So I informed them that I will not be paying the $1.01and they'd better figure out a way to make that go away because I will NOT pay it and I will find a way to report them to whomever I can find to report to because obviously they have a way of falsely charging your account even after it is CLOSED!

BUYER BEWARE OF ANY STORE THAT USES COMENITY BANK FOR THEIR FINANCING! You will NEVER be 'paid in full' as long as they are allowed to charge fees to accounts that are closed!

i have tried for months to pay this cars off but they keep making it impossible. everytime i pay it off i get another bill for a late charge. three weeks ago i gave them my info to pay it off. for a week it gave me a $0 balance when i checked. now its says i made the payment but the balance is back. as they are down I have been calling for two weeks to get it resolved but now their system is down. All i want to do is pay them off but they make it impossible for me to do so

This is actually a head's up on how to get your online account number so that customers can pay their bill on time. Call one of the credit bureaus (I called Equifax), jump thru their security hoops, get your account number, go to EasyPay, pay bill online. Good Luck everyone, and please help get this info out there because I'm not on social media and customers need this info. Thank you!

This is so frustrating. Since yesterday I can't log in to pay my bill. The full beauty website is down, easy pay doesnt work...what the hell? THREE DIFFERENT LOG IN PAGES DO NOT WORK. Did they just vanish? I never pay late!

I have several credit cards (Ulta, Lane Bryant, etc.) and payments are due yet I can't make my payments. I try to log in and get the error page with the message about the outage/issues and how they are waving late fees for customers with payments due June 27th and 28th and am directed to Easy Pay. Okay, so after fighting for over two hours, I got the Ulta payment to submit (late of course now that the system finally decided to work) but according to the system, my other accounts don't exist/can't be found. I'm unable to make payments and calling does absolutely no good. It's a recorded message and says at the end to call back. I hope they are waving late fees/penalties for those of us continuing to have problems making payments and not just those from June. The system obviously is having issues and there's no way to contact anyone concerning this. It's July 1st, current time is now 4:30pm CST More communication and the ability to speak with someone concerning this would be helpful instead of just a general message that doesn't help cover my situation.

I have three different credit cards through Comenity Bank. Ulta, All Rewards and Boscovs. Have been trying for days to go online and make a payment Also called to make a payment and the call eventually disconnects. All Rewards when called said to call back at a later time. Was given no prompts, could not check balance or make payment. Called Ulta number on back and was told they would connect me to a representative. After waiting with no sound or music it said they were experiencing technical difficulties and the call was ended.

Absolute WORST Credit Card Bank I think I've ever had.

First, they took over a card I used for years Barclay Bank WITHOUT any notification at all and out of the blue sent me new credit cards, thus causing all of my saved electronic CC authorizations, payments, new purchases, etc from my old cards to fail. It took me at least a week of my time figuring out who exactly had my old cards and updated each of them.

A month later they said they had a problem with the cards they sent and they needed to re-send more, which they did, but not all of them, DEACTIVATING each of the original cards I just updated and not sending me each of the 4 cards I have with them without a phone call prompting to send me the other two. It again took days to resolve.

And now the kicker. I pay my card off IN FULL each month and sometimes rob from Peter to pay Paul to do so. 3 days ago I figured my card was almost maxxed out and went online to make a payment on my account, but the website was down. That night I received a card declined from one of my vendors. The next day I tried to go online again, all day, but the site was still down. Again, another vendor declined. It's DAY THREE now and I CANNOT USE ANY OF MY CARDS. So I called the bank this morning after 9am, and guess what? They were CLOSED. What kind of Credit Card Bank is ever CLOSED?

I paid 2000.00 from my bank account as I do every month. My bank account shows the money gone but I received a call from a customer service person last week stating I was overdue for the minimum payment. I told her I had just made a payment And she said she does not see it and do I have a confirmation number? I said well I paid it through my bank account and I can see the deduction. Now it’s four more days later and I went to use my card and it was declined. I tried calling the number on the back of the card to Community and was just on hold when nobody ever came to the phone. When I try to log online I just got a message that we are doing some updates and it’s taking longer than expected. This is beyond frustrating and most unprofessional.

On my card was declined I was getting gas at BJ’s and I would’ve gotten a $.10 discount per gallon on gas but I couldn’t because it was declined and I had to pay with a different method

I have been trying for 3 days to log in to make a payment. I always get a technical problem message and asked to try repeatedly same cannot log in.

Called and voicemail states they are updating a new system that is taking longer than they expected. Also tried to access make payment and same message appears. Better not charge a late fee when this is all fixed.

Haband discontinued their Credit service and handed the payments over to Comedity Bank.

I tried to pay my bill on time by phone (as I have for many months)

The bill is almost paid off.

Their phone system is not accepting payments with some excuse they are updating it and it is taking longer than they expected.

I always pay my bill a few days before it is due. Never had been late with them.

Their alternative pay on line requests to enter the complete number or user name (only we filed [got rid of] our card due to Haband for months not taking their own card anymore.

Their on line pay says "My Card has been closed"

There is no way the mail payment will reach them in time, they are computer based with no one live answering.

How do we know it is not a scam to take advantage of late fees added, interest rates going up, and forced late payments to make extra money.

In the mean time my payment is late.

Web site "down" for several weeks due to "maintenance/ system updates"? Even phone support unable to access account. This is totally unacceptable. As soon as my account information "becomes" available, I WILL CLOSE THIS ACCOUNT! Will express total dissatisfaction with Comenity Bank with as many social media outlets, as well as, Credit Karma, to prevent others from even thinking of joining Comenity Bank and/or it's MasterCard!

Site has been down since June 16. Recurring payments not going through, no way to make payment on card, no one available at phone number, just left hanging and twisting in the wind by this company which took over from Barclays. Planning on transferring the balance and closing the card. This is ridiculous and unprofessional. Shouldn't even be legal.

We did not receive all the billing statements, but we went online and paid the borrowed balance in full on 3/07/2022. It was due by 5/1/2022. We did not realize they were adding additional interest and late charges. It was supposed to be paid by the date of 5/1/2022 and have no interest as agreed to with Wyndham during our property purchase.

Then they arbitrarily added a lump sum finance charge of $950.76 and continued to add varying late fees, a "Promotional to Revolving" fee of $155.07, and additional interest.

We had a second account with the bank at the same time and paid it off the same way with No late fees, or lump sum charges.

For the past three days the site has been unable my request. It keeps saying down for maintenance. How long is the website going to be down for. I forgot my password so I am completely unable to get in and review my account.

If you can please review and get back to me so that I can review my account and make any changes to ensure that I am not falling behind

I made a payment to my Kay Jeweler’s card (financed through Comenity Bank) on February 10, 2022, which cleared my checking account and was credited to my Kay Jeweler’s account. I then paid off the remaining balance on my account on February 22, 2022, to make sure that I met my obligations for the one year interest free financing. I received a statement in March which said I still owed $300, even though I had paid the entire balance by then. When I contacted customer service, I was told that on 2/22/22, the $300 payment was reversed back to my checking account and that I needed to make that payment again. At that time, I opened a dispute with Comenity Bank, as well as US Bank (my bank account). I was told by Comenity that I needed to provide a bank statement that showed that I did not receive that money back into my account, which I have done four times now. My bank also sent three letters to Comenity stating that this money was never returned to my account, and that the payment did indeed clear my account…all of which have gone unanswered by Comenity Bank.

I have called the Comenity Bank customer service line no fewer than 10 times to try to get this resolved. Several times I have been hung up on, other times I have spoken to a customer service representative, who is not able to answer any questions, or resolve this. I have an ongoing dispute ticket with Comenity bank, and am constantly being told that I need to contact customer service to talk to a representative. I have been unable to get this issue resolved since February, and I am starting to get very frustrated.

I opened a complaint with the Better Business Bureau, and they are awaiting a letter from Comenity, that is supposed to be sent to me. Once I get the response to their inquiry, I am supposed to forward it back to them, so they can continue to work on this issue.

I have been in contact with my bank multiple times. They continue to tell me that Comenity is refusing to answer their communication, and that I need to now contact an attorney to get this resolved. I have sent a letter stating the problem, a letter from my bank manager stating my account never received the money back and a copy of my bank statement, showing the payment was never returned, If this doesn't work this time, I am going to be forced to contact an attorney, since I fulfilled my obligations, and am being exploited for more money. I sent the package via the USPS, and did request a tracking number. I see that Comenity Bank received the communication on 6/22/22, and I have yet to see this resolved. I am being extorted by Comenity Bank for an additional $300.

I did cancel my Comenity – Kay Jeweler’s card, which is a shame. I have dealt with Kay Jewelers for the last 30 years and have spent thousands of dollars on jewelry there. Because of the way I have been treated by Comenity, I will never shop there again, and I will never use any card that is backed by Comenity Bank. The customer service is terrible, the people I have dealt with have been rude and I will not be putting myself through this again.

I don't want this company taking money out of checking account or saving. I want this company to delete my account

When you have a problem with Comenity, they invite you to send a secure msg. then when you send it, they tell you that they cannot help you, so whats the point of communicating? earlier this yard my card had fraud on it. by the same hacker, who charged 253 and several times a $30 charge. Comenity gave me credit when I called them, but then the crook charged another $30. I ended up locking the card and won't use the new card they sent, because they kept letting the crook get away with recharging. then when the crook sent a credit of $30, they did not tell me about it, but instead Comenity sends me a $30 paper check. what for? then later they say we want the $30 back as the hacker sent you a credit. oh really? but I did not ask to be sent a $30 check. Thats on Comenity and if their book keeping is this bad, they should not ask me to pay the $30. and also tacking on a late charge. after all this trouble. I called and got the late charge removed and sent the $30 which was originally a fraud as they say I was given $60 credit. They should not send money to their customers and then ask them to send it back. thats wrong. they have 569 complaints since 2015. I don't think they know what they are doing. and their updates take forever.

I tried to pay off 3 high purchases early on 4/4 $6777.72, 4/6 $8716.24 & 4/11 $7097.23, but instead of using the acct I have been paying out of for over 10yrs on time every month, comenity used another acct that did not exist. there was an error made somewhere, after seeing my checking acct still had over $30,000, I called to find out why and was told the acct was nonexistent? out of 3 large payments, 2 were returned, If I had known I would have taken care of it right away instead I got penalized for a mistake and harassed and was told I could not use the card for 3 months. finally got it corrected. I had to transfer 5 direct payments to American express so they would get paid. I tried to use my card on 5/8/22 for reading glasses. The card would not work, paying $244.00 for this mistake is not enough penatally, my card is out of service for 3 months? I have an excellent credit score 807, I'm a 100% USMC VIET NAM VETERAN with a wife going into 21 yrs terminal metastatic breast to bone cancer. It's not an excuse It's a fact. Being a loyal customer since joining and paying my payments in full every month, means nothing to BJ'S.

The credit card payment is due by 5 pm ET. I live in CST so that is 4pm.

Who has bills due by 4 pm. NO ONE>

I have had this account in great standings for a long time. It is time to do business elsewhere.

I called customer service to be hung up on and then put on hold for ever without ever telling me they are going to help me. They just put you on hold like they hung up on you.