Comenity Direct Reviews

Average Rating:
Based on 33 review

Comenity Direct

FDIC Information and Support Center. File a complaint here. Please. Something is terribly wrong at this bank. After 9 web messages and 4 phone calls over 11 days, no one at this institution has any clue where my cd money transfer is. I feel sorry for the people that have just opened an account and are so happy. I wish them luck getting their money.

3 Day Struggle To Get Wire Sent

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I had a large amount of money wired in but it showed up as pending and the next day their interest had dropped and they wouldn't honor the rate for my cd so I wanted it wired elsewhere. It took 3 solid days of phone calls and I was even told that my new bank rejected the wire which was untrue, before the money was sent.

Lost Money From Funds Transfer

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I made a two large transfers of funds on May 18th from comenity to another personal account. I received one and the other did not arrive. I have emailed twice, I have called four times and each time I am told they will look into it and call me back, that they will write a ticket to escalate. They NEVER call back and have never emailed me back. Finally today I called again and they said there was an issue with wires between certain dates in May, however they would not let me speak to a supervisor. Sounds fraudulent to me and they are trying to protect their asses until they figure it out. Meanwhile tons of people are out thousands of dollars and Comenity won't provide answers, refunds, etc. As soon as I am refunded, I intend to close my account. Beware!!!

Missing Transfer

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On 05.18.2020 I made a large transfer from my Comenity Account to my local bank. The transfer was never received. On May 22nd after calling the entire week looking for the money, I reached senior agent Caleb ext 4216. He provided me with a trace number that my local bank didn't have any records of. Caleb would not give me the name of his superior or ext number and also said Comenity was not responsible for the money. Beware and save yourself some time.

You Have Been Warned!

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On the 14th, I submitted an online application. At least I thought I did, because the application process abruptly ends in the middle with the statement, "wait until you hear from us."

So I figured I would get some sort of confirmation e-mail. I waited four days and ... nothing. I finally called them and they said that they had mailed out a letter to me on the 15th, one day after my application.

I waited a few more days, receiving nothing, and ultimately withdrew the application. I finally got the letter on the 22nd (after I withdrew the application) and it was dated the 19th - so Comenity lied when they told me the letter was sent out on the 15th.

And what did the letter ask for? They wanted photos of 1) my driver's license, 2) the front of my SS card, 3) the back of my SS card, and 4) my latest utility bill, mortgage statement, 1099 or W-2.

Really? Are you guys for real? Even if I was willing to send them all of that (which I am not), it would have taken several more days for them to receive it, several more days to process it, and ultimately my "application" would have taken three weeks. Meanwhile, I have the source funds sitting in an account, waiting for the ACH transfer, earning nothing. And Comenity already has lowered the interest rate twice since I first applied. Do you think I would have gotten the rate offered when I submitted the application, like many banks do? Of course not.

I am not a novice. I've probably opened several dozen on-line accounts over the last 20 years. None were as bad as this.

RUN AWAY AS FAST AS YOU CAN! You've been warned.


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WARNING: Do not get suckered into putting your money in this bank because the interest rate you see TODAY may be lowered as much as TWICE over the next 10 calendar days and you CAN'T withdraw ANY of your money during that time!

This is a FACT because they just did it to me!

They suckered me with a 1.70% APY which was nations highest on 5/11. Over the next 10 days they lowered it to 1.55% and then 1.45% APY.

FYI: They hold your money as prisoner for 10 BUSINESS DAYS on new accounts, which is actually up to 15 CALENDAR days due to weekends and holidays.

Don't Waste Your Time

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I tried unsuccessfully to open a new account and after more than two weeks gave up. The website is mediocre at best and ended telling me application was being processed. Five days later I had not heard anything so I called and was told they were very busy and I would receive an email shortly. Nine days later still no email but received a letter saying I needed to call to verify information. Why didn't they verify when I called the first time? Now they want copies of all sorts of documents just to open a crummy on-line savings account. I have many other accounts that were much easier to open and won't waste another minute on this sad operation.

Scam Bank Do Not Deposit Your Money Learn From Me!

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Deposited thousands of dollars into this account, Call to withdraw money customer service says there’s a hold on the account for no apparent reason. Don’t let these so-called high interest rate on savings fool you. One of the worst financial decisions I ever made I will be reporting them to the local district attorney.

Smooth Transaction

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I just opened a 2 year CD. I am a new customer. The online transaction is very smooth and easy. But if you want to talk to a real person, you might have to wait for 10~15 minutes over the phone. Everything else is fine.

Your Grade Is ''F''

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Very poor account opening experience. I completed the on-line application for a CD on Friday the 8th. Today is Thursday the 14th and I am still waiting for feedback on the status of my approval. Other banks to this in seconds.

I called their customer service line and, after meandering through the various IVR options, got to a representative. The person left me on hold for 15 minutes only to return with ''you need to wait to hear from us, sir. Please watch your email''.

I am done watching my email. These people are really living on some other planet if they expect to compete in the CD space with this kind of failing grade customer service.

Bad Bank And Policy

They will continue to drain, and finance charges your account without notifying you. They said they've sent me emails to tell me about my charges. I've checked my email and even phone calls every day and have not seen anything regarding late/finance charges. I've made a payment scheduled for that month, and they said since its new, they put a hundred dollars finance charge on my card. I called them to ask them to take it off since I've already made the payment, and they withdrew my money again a few days later. They will not try to dispute anything against the finance charge, except defer the amount, but I'll continue to get the finance charge for how many days/months my payment is deferred in addition to my remaining balance.

They do not have a payment leniency policy if the customer pays a couple of days after unlike other big credit card companies. Which will allow late waived of late fees within 14-30 days after the payment is due. Because, why would they? They want your money! And its FREE money from yours to them, so why would they take it off those extra advantages? Make sure you be extra careful when applying with this bank company. Keep EXTRA care. I wouldn't recommend open any credit lines with them—lousy company's policy and customer service level. The executive administration should be change.

Virtually Impossible To Transfer Funds

I did everything they asked. I set up the account. I sent the forms. I chatted. I emailed. I called. I verified over and over. Their stock answer is wait 3 days. I have waited 3 days 4 times and nothing has happened. You can't get to a supervisor. All Customer Support personnel PROMISE the issue is resolved and after waiting ANOTHER 3 days...nothing has been done DO NOT use this bank if you EVER intend to see your money again! FRUSTRATED is not the word. Next time I call and file a complaint against the bank. Horrible experience!!!

Horrible And Greedy

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I tried to transfer money from a new account opened with Comenity and there was a 10-day hold on a large sum of my money. When asked to release a small amount they said there was nothing they could do I asked to speak to a supervisor and was on hold for over 20 minutes. Someone finally came on the line only to tell me that no one was available. I asked for a call back from a supervisor, and I am still waiting 2 days later. No one has been able to explain why there is a 10-day hold. The funds are already out of my other account. This is absurd and a disgrace.

AVOID. Awful Service!

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From what I could tell, they are are a questionable credit card lender that is now also trying to play bank. The problem is that the whole operation is used to dealing with people that owe them money (credit cards) instead of them owing you money (banking deposits). As a result, customer service is absolutely abysmal. It takes them a full week to respond to inquiries online (that is not hyperbole/exaggeration either), and their phone customer service is cold, disinterested, and with no power to assist whatsoever. It's basically an answering service that can look at your account details.

On the phone, I never once spoke with anyone with any true authority to assist me, and for one of my phone calls where I demanded a rep (I never got one), so I could get a response (because nobody was responding online to my questions regarding my sizable jumbo deposit) I never even received a call back. Even the banking customer service reps revealingly and scarily refer to themselves as "the call center". Holy cow.

Flatly, NO. Huge red flags!

Unfortunately though, I discovered all this after the fact. I was lured by a high interest rate for a jumbo-sized CD deposit, which I applied for and received. However, very soon after I demanded my money back without early withdrawal penalty, which they had to grant because I laid out a firm and glaring case before them clearly showing that they were not holding up their end of the bargain - they brag that they provide excellent service and quick replies, but deliver on neither, with zero care about the shortcoming.

Very strongly advised: AVOID COMENITY. Sketchy doesn't even come close to describing the experience. Just google what people who have Comenity credit cards have to say about them then take cautionary note! The scary reviews are endless! And that's the same company that will be handing your banking!

I wish I did and saw public consensus before getting tangled up with them. Truly awful. But, I'm truly thankful that I was able to get the heck away from them in the end unscathed. I consider myself very lucky to have done so.

$10,000 Per Day Withdrawal Limit Can Be Increased

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Withdrawal Limit: I was surpised to find that there was a $10,000 per day online withdrawal limit. This was not mentioned anywhere in the account agreement. Combined with the 6 online withdrawls per month limit, that means you could only withdraw $60,000 per month on-line. You can do a larger withdraw by check ($15 fee) or wire ($25 fee). I emailed Customer Service about this and they raised my daily limit to $100,000. I am glad because otherwise I would have closed the account and they are among the top current interest rates 2%.

Rip Off Banking Institution

This banking institution is a rip off. Just when I was almost half way through paying off an Alphaeon Credit Card issued by Comenity Bank, they slapped on a charge of 1600 dollars stating I had not paid the account entirely off in time to avoid this charge. This brought the account right back up to 300 dollars less than the original credit limit amount. Therefore after paying 156 dollars for two years, the account amount was only 3 hundred dollars less than the original credit limit of 4700 dollars.

Easy To Open Account And Link External Account, Good Rates

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I found the process of account opening very straight forward, and customer service is easy to reach. Also no difficulties to link external account. The only drawback , you cannot add beneficiaries on line, iit needs to be called in. But overall very good experience, and great customer service.

Fraud Bank. Beware

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This bank is a joke. The customer service is horrible. They will scam you out of your money. The transferred money out of my external account without my authorization and won't give me my money back. They claim they will call you back but never do. STAY AWAY from this so called bank! Oh and I forgot when you call they "can't" ever locate a supervisor.

Perfect For What I Need

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Love these guys so far. ACH transfers are very fast. Phone support is excellent. Rates are top notch.

So Far, So Good!

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After having a problem opening two online high-yield savings accounts at Vio Bank and HSBC due to them having issues processing my application since I froze my credit, mixed with pretty bad customer service, I moved down my list to Comenity. I wish I had started there!

The application process was smooth, their rates are pretty competitive, and their web app is great! Clean, easy to use, and you can even download it for offline use as a progressive web app! I also called customer service twice: once to check on the status of my application and once to verify their routing number. Both times, customer service was quick, friendly, competent, and helpful.

I only have two minor complaints: that, as of this writing, their website doesn't play well with LastPass (it doesn't autofill -- my guess is this is actually a security feature), and that it doesn't link to Mint (possibly also a security feature).

Overall, very impressed with Comenity's high-yield savings account, customer service, web experience, and rate.

Transfer Out Is An Issue.

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Can't get your money back. It's a daily "limit" rules for transferring out your funds.

Excellent Customer Service - Account Funded The Next Day

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While in the process of opening a new account, I had a few questions and Kellie at Comenity Direct was extremely helpful, patient and courteous. After speaking with Kellie regarding funding the account and any potential fees, including early withdrawal penalties, I feel well-informed and confident about opening this account with Comenity Direct.
7/3/19 Update:
After opening my CD yesterday online, I had a question. Haley answered my question thoroughly and provided me with courteous assistance. She was just as wonderful as Kellie.
Now a day later, the money has been moved from my old bank into my new Comenity Direct account and the process could not have been smoother.

Completely Left Hanging By This Company

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I opened a CD account over two months ago. I noticed the funds had not been taken from my bank account, so I sent them multiple messages over the last month to try to get an answer as to what was going on with this, and I have received ZERO reply from them. Their message system specifically says 'we'll get back to you shortly' when you send them a message, but this is a flat out lie.
I am left not knowing if the money is suddenly going to be removed from my bank account months after it should have been, or if I can use the funds for something else. I was expecting to be earning interest this whole time, but I am just left completely hanging by this company.

Fraud Alert

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Be cautious of any positive comment that says opening an account is easy and fast that may sound suspiciously like a paid review. Ask someone with an account about getting your money back out...
After opening an account, I called to ask for my account number and verify my balance, and was told by 3 separate employees that Comenity doesn't offer online savings accounts and that it was fraud! OOOPS, forgot to tell your employees your were rolling this out feature and almost gave us a heart attack! Now it's been 3 weeks of pleading to get our money back with no results and responses like:
"I'm sorry, I can't figure out why your transfer isn't being processed and I can find any of my managers"
Comenity Bank is holding our money hostage with no explanation. I wish someone would have warned me! Go with a bank you've actually heard of, at least do yourself the favor of looking at their YELP reviews.


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Please see the letter to this bank's CEO!!! I requested a call or response in some way, but received nothing. I call Customer Service and receive no help. I had a dispute for $4,000 and provided Comenity with multiple documents supporting my case; they resolved the case in my favor on 3/25 and rescinded their decision on 4/18! This is total incompetence and lack of respect for their customers. They favor the businesses.

January 7, 2019
Dear Mr. Ostler,
I am sorry to have to write to you in full desperation and frustration. I acquired your credit card in October 2018 with the plan that this was going to be my new and primary major credit card.
I used it for a $12,000 payment to a venue for my daughter’s wedding on October 24, 2018. When I gave it to Bob, the owner, he did not want to take it and requested cash instead. I told him that I did not have $12K cash and for my own reasons, I was using my credit card. I was annoyed and shocked at his unprofessionalism to speak to a customer as he did to me. My reasons for using my credit cards are for the points, but mainly for the security if the merchandise/services were unacceptable. This would allow me to go back to the bank and do a dispute. I NEVER thought that this would be the case regarding my only daughter’s only wedding!
In almost 50 years of having credit cards, I have only had to file a dispute one other time with a vacation club. I paid thousands of dollars to a club due to promises made to me, but never received. I had used my Discover and Capital One cards for that transaction, thank God. The dispute went on for months, but once completed, I won. Both my banks informed me that I was being reimbursed for the amounts in addition to interest. They also told me that if I had paid using my debit card or check, I might not have been as lucky. Since then (10 years ago), I always use my credit card for everything!
I tried to work with Bob (owner), Mike (owner) and Casey (manager); but without success. I finally opened the dispute in November via the phone. Your Customer Care representative informed me that I would be notified once they had questions. I waited a few weeks and called last week for the status; and was told that I lost! No questions, no documentation requested and no one cared! I received a letter that week which told me that they may need an additional 90 days to review and to send documentation if I had any. That is when I called them to find out that they closed it without my input. When I had opened it on the phone, your representative told me that I would be contacted when they were ready. I felt discouraged and without confidence in this bank’s loyalty to their customers.
Tara is my only daughter and I wanted her to have the wedding of a lifetime! I was a single mom with three kids who worked two jobs to support my kids; while providing them with everything they needed and much of what they wanted! I felt taken advantage of and lied to from the venue; and then from the people who were supposed to review and decide on my dispute.
I have attached a spreadsheet with the details and dollar amounts, a detailed letter from me and three letters from guests at the wedding. These three guests were close friends who were aware of all my wedding plans with details, so they are very aware when they saw what was provided vs. what was ordered!
I have spoken to other guests since the wedding and when I told them about my dispute, they began to tell me what they noticed had gone wrong. I have additional testimonials (negative) which makes me so unhappy for my daughter.
I am so angry that individuals still have to fight big corporations for fairness. Please help me to show Bob, Mike and Casey that we count too!

Terrible Customer Service.

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Completely inept and rude customer service. I attempted to fund 3 fairly good sized cd's, and at every step of the the process there was a gotcha! Customer service said they'd return my call, and now 3 days later, with no call back, I'll give up a few bps and go elsewhere.

2.48% Works For Me

opened two accounts. so far so good. no issues or complaints.

Smooth Like Butter. Updated

Just opened a new savings account with Comenity. The process was painless and was accomplished via online within 5 minutes.Before opening I had a number of questions. I called the main number and after a short wait got a knowledgeable staff member who was able to answer all my questions. The website seems to function well and is pretty straight forward. After opening a account it is easy to send a secure message to the staff which in my experience also get answered in a timely manner. They credit deposits via ACH within 24 hrs. The savings rate is competitive and if everything goes smooth I plan on opening a CD within a few weeks. So far I am pleased with Comenity and I've used quite a few online banks.


Opened a CD in less than 5 minutes with a very competitive rate. Started earning interest immediately.


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I recently opened a new online savings account with Comenity Direct and it has been an excellent all-around experience. I had heard of Comenity because of my Zales store card, so I decided to give them a try since I have always been happy with the service on my card. I was skeptical at first but I'm a believer now. I've had many online savings accounts over the years and this is among the best. Opening the account was easy and transfers have been fast, smooth, and post online quickly (with progress indicators). Interest was credited right away at the beginning of the month, and their rate is currently one the highest around. The website has a great and very informative layout which you can customize to your liking. You can even view the transactions on your linked accounts--a convenience I have never had before which saves me the trouble of logging in to multiple websites to view transactions. You can also request customer service through the website by simply writing a representative, and their responses are fast. Adding a beneficiary was a slight hassle which required a phone call. I wish this feature was available online, as it is with many other online savings account; however, it is also not an unusual inconvenience. Overall, I have zero complaints otherwise and wholeheartedly recommend this account to anyone who is either new or old to the online savings account scene.

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