Comenity Bank

Poor Customer Service

Comenity Bank handles the retail credit card for Pottery Barn and is immensely frustrating to deal with.

I’ve been a cardholder for over 10 years and today I completely lost it because I have a large “rewards” for over $2000.

I applied it to an order, however the items are not being shipped until a week after my statement closing date so they said just go ahead and pay it and then you will have a credit balance?! Um, why should I be giving my cash to you so you can collect interest on it and wait for a refund when it should be deducted immediately when I make the purchase.

Currently at 5 phone calls with all different customer service agents who can’t help me and just keep transferring me to “someone” who knows how to do this and “can” help me.

Sweet jesus, do yourself a favor and just use an airline miles or hotel points credit card and run like hell from any of these dept. store brands.

I have been satisfied up until now, but am considering closing this account after this debacle.

Poor customer service. Over an hour of my time wasted and NO RESOLUTION.

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Comenity Bank reviews are no way affiliated with yelp & reddit. Their business is located at United States. Comenity Bank could be contacted by dialing (800) 675-5685 or logging on their website about.comenity.net. Comenity Bank business page on Dirty Scam received 38 consumers reviews/complaints, page views and 3365$ of monetary losses. The most of the users reported the severity of the scam is High.
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38 reviews on Comenity Bank

  1. I am not satisfied at all!!

    I am not satisfied at all!! I called Customer Service because I was trying to make a payment on my account on the day it was due and because it was 8:15 p.m. I was advised by your very rude overseas call center that I would be charged a $25.00 late fee. I then spoke to someone in the United States who again would not budge regarding this issue.

    This is highly offensive and perhaps a violation of the Fair Credit Act (I will investigate further). I find it distressing that although I paid well over the amount due on the due date (by a customer who has consistently paid well over the minimum due on my account each month) that Comenity would be so rigid and anti-customer service that they would insist on this policy,

    again from a customer who has always kept their account in good standing. I will pay the remaining balance due minus the $25.00 dollar fee you insist on charging and again will investigate this issue regarding the Fair Credit Act and will note a review on the major websites regarding your lack of customer service.

  2. not honoring the Do-Not-Call-Registry.

    This company is in violation of the TCPA. They need to STOP CALLING.
    Comenity Bank has faced several allegations of violating TCPA. Here are some examples of TCPA violations:

    Calling at odd hours and contacting consumers late at night and early in the morning. Calling the consumer at their workplace and leaving a message about the debt with the person who answers the call.

    Calling and not identifying themselves or their purpose. Not identifying the entity to whom debt is owed. Calling and talking about the debt without first verifying if the consumer owes it or not. Not honoring a consumer’s wishes to not call them; not honoring the Do-Not-Call-Registry.

  3. I will pay the balance and close the account!

    Just the worst rewards program out there hands down! Bad customer service and inept people. I was purchasing an outdoor dining set from Pottery Barn so I opened an account because of the rewards program. A week later I received a coupon which would have saved me $600 so I went to the store to see what they could do about it.

    They would do nothing so I cancelled the order and purchased it again using the coupon. Now I have two charges on my credit card account of over $8,000. Still haven’t received the furniture yet they are charging me interest on two purchases even though one was cancelled.

    Going back to the store tomorrow to try and figure out why the cancellation is not showing on my credit card account. Nothing but headaches! Once I get this straightened out and get my rewards certificate (fingers crossed on that) I will pay the balance and close the account!

  4. No one should apply for a master card through BJ's.

    BJ Club, Comenity capital bank is doing great harm to your company, in how they handle your master card program. They lie and will do nothing to fix a problem. No one should apply for a master card through BJ’s.

  5. Veronica was abhorrently rude

    In a phone call totaling over a half hour, Credit Card Service & Customer Representative Veronica (Agent # 1291) was not helpful whatsoever. I called around Noon MT to dispute ANOTHER charge on my account (I was incorrectly and inconveniently charged twice for the same purchase several weeks prior and already went through that nightmare once).
    Veronica was abhorrently rude,

    and inconsistent with her response and direction in an attempt to assist me online with correctly navigating the website so I could see where to enter account information regarding payments. After over 20 minutes of arguing with me that there are red letters discerning where to enter checking account information (no such red letters appear anywhere on my screen when logging in via Safari),

    I concluded that our screens must show different things and Veronica explicitly told ME that I must be the reason the website is not user friendly because she could see it on her end. I have screenshots of my page to show what the website looks like with an updated Safari browser an

  6. Scammer

    When asking to speak to her supervisor or a tech assistant regarding the website, Veronica continued expressing her annoyance in her tone and bluntly told me “they do not do that.” She then said “MAIL your complaint to the following address: Comenity bank, PO box 183003, Columbus, Ohio 43218 along with your account number, name, and a brief description.” WHAT CENTURY ARE WE IN?!

    I am in disbelief and absolutely disgusted with the way she treated me. I would NEVER recommend having any type of account or relationship with Comenity Bank, unless you’re wanting to feel degraded and discriminated against after seeking help regarding a dispute.

  7. Even if this was the correct number I would consider this harassment.

    Have received four calls this morning from Comenity Bank for someone who has never lived at my house. Even if this was the correct number I would consider this harassment.

  8. Yet still be in business and be profitable?

    The only conclusion i can make is that this company intentionally does not honor ANYTHING! I am shocked that a CLASS ACTION has not yet been brought!!!!!

    How can you have so many bads reviews and the only good reviews come from employees and friends.

  9. WORST CUSTOMER SERVICE EVER!!!

    I opened an account at the local Stage store. When I went back a month later asking to pay off my account since I had received no credit card or statement, I was told that it takes 6 weeks to get either one. A month later I received a call from Comenity Bank stating that my account was two months past due.

    I informed them that I had never received a card or statement. They gave me an address that I haven’t resided at in 10 years. I told them this wasn’t the address I provided and that the only way they got that address is from my credit report. I was told they would update my address and if I didn’t receive a statement in two weeks to call an 800 number.

    Two weeks later no statement or card. I call the 800 number to be told that my P O Box had been changed but the old city and state were still listed. So my statement is still being mailed to the wrong address. In the meantime I look at my credit report to find that my credit score has dropped 100 Points due to Comenity Bank reporting my account past due 30-59 days!!!!!

    I’m furious!!!! Now because I opened a $200 account while buying winter coats for my grandsons, it will take me months to get my credit score corrected. WORST CUSTOMER SERVICE EVER!!!!!!!!!!!…

  10. Terrible customer service.

    Will make changes to your account, or even close it, with no advance notice. I’d like to keep using my Trek card, but now that I’ve experienced their lack-luster business, I’m going elsewhere.

  11. this credit card company is horrible.

    this credit card company is horrible. specifically mariah from the colorado office number 1739. i would fire her if she worked for my company the way she handled my issue and spoke.

  12. Worst customer experience with IKEA bank/card I have ever had..

    Applied for IKEA basic card, have got it in two weeks with 6k limit. Used it for two weeks almost bought everything that I need and they closed my card without any notifications, no emails, no mails.

    OMG!!! How?! Why!!! After the support call which was “outsorcing” barely qualified to answer the calls. This person from 3rd try finally has found my account and explained that they can change their desicion in 3 month after application.

  13. Scammer

    I was rejected for a card 1st because I’ve never been late or had other negative actions reported, while maintaining a high borrow % limit on the many little cards I have (which I think means I could use more credit limit). 12 years of credit history isn’t long enough,

    while 12 years is also too long. Based on other reviews regarding ridiculous late fees I think they really rejected me because they would have a hard time making money on me having never been late with the many small credit limit cards I already have. I think it’s best I don’t deal with them after reading other reviews on how desperate the company is for charging fees.

  14. Comenity Bank is the worst bank ever and their practices are unlawful.

    Comenity Bank is the worst bank ever and their practices are unlawful. They called someone that I have no affiliations with and told them I listed them as a reference. Which could have had be bought up open fraud charges. Even after I was on time with payments.

  15. Bad Service

    I was rejected for a card 1st because I’ve never been late or had other negative actions reported, while maintaining a high borrow % limit on the many little cards I have (which I think means I could use more credit limit). 12 years of credit history isn’t long enough,

    while 12 years is also too long. Based on other reviews regarding ridiculous late fees I think they really rejected me because they would have a hard time making money on me having never been late with the many small credit limit cards I already have. I think it’s best I don’t deal with them after reading other reviews on how desperate the company is for charging fees.

  16. Even after I was on time with payments.

    Comenity Bank is the worst bank ever and their practices are unlawful. They called someone that I have no affiliations with and told them I listed them as a reference. Which could have had be bought up open fraud charges. Even after I was on time with payments.

  17. Comenity Bank may change billing cycles and due dates without notice.

    Comenity Bank may change billing cycles and due dates without notice. This results in late charges regardless of balance. They would not credit my account even though my payment was late due to a change in their billing cycle. High interest rate on card. Comenity is often referred to as ‘Chlamydia’ Bank. Just like the STD, it causes pain!!

  18. Stupid bank.I advice you not to have business with them.

    Stupid bank.I advice you not to have business with them. I opened Bath Bed & Beyond credit card in August, used it several times, even did not make a first payment, then I applied for Ikea Credit card. I did not have an idea that both of them were issued by the same Comenity bank.

    While I was applying, my credit score was 700, and then after I applied the score went down to 660, and this stupid bank sent me a letter stating that they close both of my accounts because my score went to 660. I tried to explain them that that happened because I had applied for their cards.

    The rude lade on the phone told me that they could even close my account after 6 months if my score went lower. That is ridiculous. Never happened to me. Ikea, BB&B need to consider the bank policy who issues their credit cards!!!!!!!!!!!!

  19. Heartless Bastards!

    Heartless Bastards! In case you were in a coma for the last 12 days, a little something called Hurricane Florence came to visit North and South Carolina.

    While huddled in the darkness, without electricity and hearing the wind whipping my townhouse, my phone was screaming with Weather Alerts, and Tornado Warnings and non-stop phone calls from Comenity Bank wanting to know when my payment would be made!!!!

    I answered the first call and was met by the most uncaring human (?) being EVER! Speaking to a woman in Colorado who had no clue what I was going through just wanted me to make the payment now over the phone!!! After that I let the non-stop phone calls go unanswered because I could not waste the charge on my cell phone talking to a brick wall.

    I contacted HSN and told them about Comenity and their heartless treatment and said I would pay the account off and never shop with them

  20. I can't image any of the major banks that I deal with doing such a thing. SHAME ON YOU!

    My 87 year old aunt buys her clothes from Blair. She is hard of hearing and partially blind. Her one and only credit card is for Blair through Comenity Bank. She is of the generation that would rather go hungry then be in debt. She recently received a letter from Comenity Bank that said they cancelled her account. Why? Did she ever miss a payment?

    NO! Was she ever late with her payment? NO! Apparently, they sent her a letter because her account was “missing vital information”. When we called and said she had never gotten a letter, their response was, “She just has to reapply for the credit”. Really?

    She has been a customer in good standing for over a decade and they supposedly sent one letter, got no response, and then cancel her account. No phone calls. No follow up letter. What vital information were they missing?

    They know her name, her SS#, where she lives, her bank account information. This upset her so much for no reason. This bank is the absolute worst! I can’t image any of the major banks that I deal with doing such a thing. SHAME ON YOU!

  21. I have been with Comenity Bank for three years and have three cards with them.

    I have been with Comenity Bank for three years and have three cards with them. I have a Meijers Card, Victoria Secret and The Buckle card. Over the three years, I have had my credit limit raised on each account and have a high credit limit.

    I have always been on time with my payments. Recently, Comenity Bank LOWERED my credit limit from $1500.00 to $300.00 after a payment of $1400.00 was made on my account. My Meijer and Buckle credit limits remain at $1450 and $1300.

    This is completely unfair as I feel they just took my money and I do not get any of that as my available credit. Instead they lower me down to a limit a brand new customer would receive upon opening an account. I am starting a class action complaint as well because I know there are others who had the same problem!

  22. Stay AWAY from this bank for any credit cards!

    Stay AWAY from this bank for any credit cards! I paid my balance in full. They sent back my check that they had admittedly damaged in their machine. I had to call multiple times as they then had the audacity to charge us a late fee.

    They finally got the right department to remove charge and interest now on late fee. We said we wanted to close acct as well since we were so unhappy with the time and handling of this matter. They closed the acct but never removed the late fees and charged even more interest.

    We had to call again only to be told now that the account is closed they cannot adjust any fees. We have to now write a letter to file a billing dispute. I have never seen such unprofessionalism in a company, nor sure lack of response for an error they created and made worse!!!

  23. While huddled in the darkness, without electricity and hearing the wind whipping my townhouse,

    Heartless Bastards! In case you were in a coma for the last 12 days, a little something called Hurricane Florence came to visit North and South Carolina. While huddled in the darkness, without electricity and hearing the wind whipping my townhouse,

    my phone was screaming with Weather Alerts, and Tornado Warnings and non-stop phone calls from Comenity Bank wanting to know when my payment would be made!!!!

    I answered the first call and was met by the most uncaring human (?) being EVER! Speaking to a woman in Colorado who had no clue what I was going through just wanted me to make the payment now over the phone!!!

    After that I let the non-stop phone calls go unanswered because I could not waste the charge on my cell phone talking to a brick wall. I contacted HSN and told them about Comenity and their heartless treatment and said I would pay the account off and never shop with them

  24. Never Again

    My 87 year old aunt buys her clothes from Blair. She is hard of hearing and partially blind. Her one and only credit card is for Blair through Comenity Bank. She is of the generation that would rather go hungry then be in debt. She recently received a letter from Comenity Bank that said they cancelled her account. Why? Did she ever miss a payment?

    NO! Was she ever late with her payment? NO! Apparently, they sent her a letter because her account was “missing vital information”. When we called and said she had never gotten a letter, their response was, “She just has to reapply for the credit”. Really? She has been a customer in good standing for over a decade and they supposedly sent one letter, got no response, and then cancel her account.

    No phone calls. No follow up letter. What vital information were they missing? They know her name, her SS#, where she lives, her bank account information. This upset her so much for no reason. This bank is the absolute worst! I can’t image any of the major banks that I deal with doing such a thing. SHAME ON YOU!

  25. I am starting a class action complaint as well because I know there are others who had the same problem!

    I have been with Comenity Bank for three years and have three cards with them. I have a Meijers Card, Victoria Secret and The Buckle card. Over the three years, I have had my credit limit raised on each account and have a high credit limit. I have always been on time with my payments.

    Recently, Comenity Bank LOWERED my credit limit from $1500.00 to $300.00 after a payment of $1400.00 was made on my account. My Meijer and Buckle credit limits remain at $1450 and $1300.

    This is completely unfair as I feel they just took my money and I do not get any of that as my available credit. Instead they lower me down to a limit a brand new customer would receive upon opening an account. I am starting a class action complaint as well because I know there are others who had the same problem!

  26. Stay AWAY from this bank for any credit cards!

    Stay AWAY from this bank for any credit cards! I paid my balance in full. They sent back my check that they had admittedly damaged in their machine. I had to call multiple times as they then had the audacity to charge us a late fee.

    They finally got the right department to remove charge and interest now on late fee. We said we wanted to close acct as well since we were so unhappy with the time and handling of this matter. They closed the acct but never removed the late fees and charged even more interest.

    We had to call again only to be told now that the account is closed they cannot adjust any fees. We have to now write a letter to file a billing dispute. I have never seen such unprofessionalism in a company, nor sure lack of response for an error they created and made worse!!!

  27. Unethical Practices

    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.

  28. In September I purchased $37.63 in merchandise from Christopher Banks.

    In September I purchased $37.63 in merchandise from Christopher Banks. I paid that invoice in full by the due date of September 5,. The amount was not posted until September 7. As a result the amount was adjusted to $28.43. The logic of this escapes me. I denied the charges with a call and letter to Christopher Banks.

  29. STOP CALLING ME, you jerks!!!

    I DO NOT have an account that is any way connected to this bank! Yet, I receive multiple phone calls (sometimes several times a day) from varying area codes/phone numbers with a recorded message telling me there has been a change in “my account” – probably a late fee, I’m guessing – and that I should call them immediately.

    I never get to talk with a human to ask them to stop calling me because I have NO account with their bank. Someone in authority really needs to do something about this horrible organization. I’m quite sure they are scamming people out of their money, and other illegal activities. And from the reviews I’m reading, they are doing JUST THAT!! STOP CALLING ME, you jerks!!!

  30. I'm a Licensed Financial Adviser and deal with this bank almost everyday.

    I’m a Licensed Financial Adviser and deal with this bank almost everyday. I usually negotiate payment arrangements for my customers with lower interest rates and minimum payments.

    If you want to know about it just email me at and I’ll send you a proposal. We call the bank together and apply the rates over the phone, you receive a letter in the mail in 7-10 business days with your new terms an conditions.

  31. There should be an opportunity to give negative stars.

    There should be an opportunity to give negative stars. I have never been late with a payment or have I ever missed a payment, their “customer appreciation” is that at the end of August my interest rate is going to go up to 27.5%. I called to cancel/close my account because Kay Jewelers isn’t worth that rate.

    If enough customers were to close their credit cards accounts that a being “serviced” by Comenity, then just maybe the retailers that use them to handle their credit services will “fire” this greedy company.

  32. Unfortunately dealing with this rip off bank.

    Unfortunately dealing with this rip off bank. Paid off a credit card for my elderly mom. They told me the amount she owed over the phone . So I paid that amount in full .

    A few weeks later they sent me a balance of $2.13 or something like that . No new purchases. So I ignored it as I paid them in full based on what they told me . Now they are adding fees and late charges on to the $2.13. Get your figures right. It’s not that difficult .

  33. Avoid this place like the plague!

    I would give 0 star if allowed, these guys are complete morons that have not commitment to the customer in the least. Made a payment by phone and asked for an email confirmation,

    he would not accept or provide a record of the transaction and stated that my own bank would provide the transaction confirmation. Asked to escalate to a supervisor, he placed me on hold, checked a couple times to see if I would wait it out and then disconnected me.
    Avoid this place like the plague!

  34. This Place Is Bad

    comenity bank is the lender for paypal credit. i contacted the fdic…hope they get to the bottom of this shady bank.

  35. not does anyone with whom I've spoken.

    Due to the lack of verifying, by requiring an email or actual US mail verification, that it was me who had applied for a credit card, or even requiring income info, etc. – PayPal, on behalf of Comenity Bank approved a fraudulent credit account in my name, based on info about me that had been hacked online.

    Rather than owning up to their lax, shoddy business practices, and closing the account and deleting the two small charges accrued, they are making me – the victim – jump through hoops to prove my innocence. All they had to do was contact me by phone,

    email or physical address – which PayPal already had on record – and ask for verification that it was me applying, and they didn’t even do that. I know of no other credit/bank account that does not require verification, not does anyone with whom I’ve spoken.

  36. Your Account Protection department is a sad representation of customer service!

    Where I haven’t had a problem with any card I have associated with Comenity, I have received 2 calls at this time from someone stating I should return a call to 800-520-1511 immediately relating to my accounts. I placed the call only to be referred to a dating site! Each time (today being the latest) I called Comenity to report the call.

    The first call reacted, as I did, with confusion and disdain that the company was being misrepresented. However, the call today (answered by “Belinda” and her consultation with her supervisor “Morgan” I was advised to disregard the call! Really?

    Are you not concerned with the misrepresentation of your company? When I asked for the president’s name ( so I could write to him), Belinda told me to google it! Your Account Protection department is a sad representation of customer service!

  37. Horrible.

    Horrible. They’re terribly rude on the phone, demanding your full SS number before even identifying who they are representing and what they want. I always pay my bills on time and use auto payments,

    which they said they couldn’t do so when I was accidentally two days late, they sent MULTIPLE texts, phone calls and emails EACH DAY. I’m getting away from these people ASAP.

  38. Made a payment by phone and asked for an email confirmation

    I would give 0 star if allowed, these guys are complete morons that have not commitment to the customer in the least. Made a payment by phone and asked for an email confirmation,

    he would not accept or provide a record of the transaction and stated that my own bank would provide the transaction confirmation. Asked to escalate to a supervisor, he placed me on hold, checked a couple times to see if I would wait it out and then disconnected me.
    Avoid this place like the plague!

Reviews:38
Reported Loss :3365 $
Severity of Scam :High
Reported by : Anonymous
Views :