Frequently Asked Questions

About Comenity

Who is Comenity?

Comenity is the bank behind many of your favorite brands’ credit cards. Comenity Bank and Comenity Capital Bank have been connecting people to the retailers they love for more than 30 years. Comenity manages more than 160 credit card programs and more than 50 million customers carry its cards in their wallets. Now Comenity has expanded into online banking. Comenity Direct combines the convenience of online savings with the security of an established bank.


Are there any comenity direct branch locations I can visit?

As an online bank, we don’t have brick-and-mortar locations. The low overhead is what allows us to offer highly competitive rates. Being online-only also means you can enjoy knowledgeable, personalized customer care without going out of your way. If you have questions, simply call Comenity Direct Customer Care at 1-833-755-4354.


How long has comenity been in the banking industry?

Comenity Bank and Comenity Capital Bank have been issuing credit cards for more than 30 years. Comenity Direct was created in 2018 to offer customers a simplified banking experience and elevated customer care.

Security

How does Comenity Direct ensure that my information is secure?

We take numerous measures to protect your identity. For example, we require you to authenticate your identity for all information requests and transactions. Other safeguards happen behind the scenes, like monitoring our systems around the clock to keep your personal information private. Whether you’re making transactions online or through our app, you can bank with confidence.


Is Comenity Direct FDIC insured?

Your safety and security are everything. When you open an account with Comenity Direct, you can sleep easy knowing deposits are FDIC insured up to $250,000 per depositor for each ownership category. Deposits held in different ownership categories are separately insured, up to at least $250,000, even if held at the same bank. Get detailed information about your specific deposit insurance coverage by visiting the FDIC website at fdic.gov where you can access the Electronic Deposit Insurance Estimator (EDIE) and enter information about your accounts.


Does comenity direct share my personal information with other companies?

We respect your privacy and only share your information for security, fraud prevention or other purposes permitted by law. For more information, please view our Privacy Policy.


Why can’t I send account information to Comenity Direct via email?

When you send an email, your message may pass through many servers—and many people with access to those servers. For security purposes, please do not send any confidential account information via email. Please call Comenity Direct Customer Care at 1-833-755-4354.

User IDs and Account Access

What should I do if I forget my User ID or Password?

Click the “Forgot?” link at sign in. You can access your username and reset your password by providing your Social Security number and Comenity Direct account number.


Which browsers does COMENITY DIRECT support?

We support recent versions of many web browsers across Windows, OSX, iOS and Android. For a seamless experience when signing up for an account, please use a browser other than Internet Explorer such as Chrome, Edge or Safari. If you have trouble accessing our website or experience technical issues, please call Comenity Direct Customer Care at 1-833-755-4354.


I want to set up transfers or direct deposits. What is the routing number for comenity direct?

When setting up automatic transfers or direct deposits, use 124085325 as the routing number for Comenity Direct.


How do I add a joint account owner?

Joint ownership is a great way to work toward shared financial goals. You can add a joint account owner at account opening, or you can call Comenity Direct Customer Care at 1-833-755-4354. We’re always happy to help.


How do I change account ownership?

For help changing who owns your account, please call Comenity Direct Customer Care at 1-833-755-4354.


Is there a mobile app?

Yes. With our Comenity Direct mobile app, you can make deposits and withdrawals, check your balance and contact customer care, right from your smartphone.

Download for IOS

Download for Android


I'm having difficulty signing in. What should I do?

Please refer to What should I do if I forget my user ID or password? above. If you still have difficulty signing in, please call Comenity Direct Customer Care at 1-833-755-4354. We’re always happy to help.

Opening an Account

What are the eligibility requirements for opening a Comenity Direct account?

To be eligible to open a Comenity Direct Online Account, you must be at least 18 years of age, be a United States (U.S.) citizen or resident alien, have a valid U.S. government-issued Social Security Number (SSN) and have a physical U.S. address.

Note: Only individuals may open a sole or joint ownership account.


How do I open a Comenity Direct account?

It’s simple! You can open a Comenity Direct account in just minutes:

  1. Fill out a quick application—just some basic information and funding details.
  2. Transfer $1,500 or more into your CD or $100 or more into your high-yield savings account.
  3. Start saving!

Open an Account


What is the minimum deposit to open a savings account or a CD?

A Comenity Direct High-Yield Savings Account requires a $100 minimum opening balance. A certificate of deposit requires a $1,500 minimum opening balance.


When do funds get transferred into my new Comenity Direct account?

Funds will be reflected in your account once your funds are received. Most fund transfers take place within 3 to 5 business days. Accounts opened at the end of the business day will not be processed until the next Business Day (Business Days are Monday through Friday, excluding federal holidays).

We do not make micro-deposits into the funding account, so there’s less time to wait for your funds to transfer. If funds are not reflected in your account after 3-5 business days, please contact Comenity Direct Customer Care for further assistance.

Product Information

What type of products does Comenity direct offer?

To maximize your savings, we offer a high-yield savings account and 1-, 2-, 3-, 4- and 5-year CDs. Typically, the longer the term, the higher the rate.


Is Comenity Direct FDIC insured?

Your safety and security are everything. When you open an account with Comenity Direct, you can sleep easy knowing deposits are FDIC insured up to $250,000 per depositor for each ownership category. Deposits held in different ownership categories are separately insured, up to at least $250,000, even if held at the same bank. Get detailed information about your specific deposit insurance coverage by visiting the FDIC website at fdic.gov where you can access the Electronic Deposit Insurance Estimator (EDIE) and enter information about your accounts.


Are Comenity Direct interest rates competitive?

Yes. Our high-yield savings account and CDs offer highly competitive rates. We monitor the top annual percentage yields (APYs) to keep your savings growing so you can maximize your savings and all the meaningful moments they help fund.


What's the difference between an interest rate and an Annual Percentage Yield (APY)?

Interest rates and APYs have a lot in common. Both are a percentage of your principal balance that your deposit will earn each year, assuming you leave your funds in your account for 365 days. The difference is that APYs take compounding into consideration to give you the most accurate idea of what you’ll earn in a year. Interest on Comenity Direct accounts is compounded daily to maximize your savings. Our compound interest calculator shows you how fast your interest can add up.

Certificate of Deposit

What is a Certificate of Deposit (CD)?

A CD is a savings certificate with a fixed interest rate and maturity date. Penalties may apply if withdrawals are made before maturity. CDs are insured by the FDIC up to $250,000 per depositor. Comenity Direct CDs require a $1,500 minimum balance.


Is there an early withdrawal penalty with a Comenity Direct CD?

Yes, an early withdrawal penalty applies. For terms 12 months to 3 years, the penalty is 180 days simple interest. For terms 4 years and up, the penalty is 365 days simple interest.


Are there fees or penalties associated with a Comenity Direct CD?

Many of our CD services are free, INCLUDING:

  • Automated clearing house (ACH) transfers
  • Monthly maintenance
  • Incoming wire transfers

There are a FEW fees—but no hidden ones:

  • $25 per outgoing wire transfer
  • $15 per official check request
  • $5 per paper statement request

CDs can be auto-renewed at maturity or cashed out within the 10-day grace period. An early withdrawal penalty applies. Please refer to Is there an early withdrawal penalty with a Comenity Direct CD? above.


How does the interest on a CD accrue?

Interest is accrued and compounded daily, and credited and posted monthly.


Can the interest be paid out?

Interest is automatically added back to your account because the annual percentage yield (APY) assumes interest remains on deposit until maturity. However, you can contact our customer care center to have interest paid out monthly via automated clearing house (ACH) electronic transfer to a verified or Comenity Direct savings account. Requests must be made three days before the interest payment date for the change to apply to the next interest payment.


What is a cd ladder?

A CD ladder is a strategy to maximize your returns and liquidity. Instead of investing in one CD, you open a series of CDs with escalating maturity dates so they come due on a regular basis.

Learn More

CD Ladder Calculator


Can I add funds to MY CD?

Yes. When your CD matures, you have 10 calendar days to increase its value.


What happens when my CD matures?

You’ll be notified days in advance that the maturity date is approaching. Unless you’re notified otherwise, your CD will automatically renew at maturity. The term will remain the same, but the rate and APY will be those offered at the time of renewal for the specified term. You’ll have 10 calendar days to withdraw the funds or close the account without penalty. Comenity Direct CDs require a $1,500 minimum balance.

Savings Account

Where can I learn more about a Comenity Direct High-Yield Savings Account?

If you don’t find the information you’re looking for on our website, please call Comenity Direct Customer Care at 1-833-755-4354. We’re always happy to help.


What is the minimum deposit required to open a savings account?

A $100 minimum opening balance is required.


Are there any fees associated with a Comenity Direct High-Yield Savings Account?

Many of our high-yield savings account services are free, INCLUDING:

  • Monthly maintenance
  • Automated clearing house (ACH) transfers
  • Incoming wire transfers

THERE ARE A FEW FEES—BUT NO HIDDEN ONES:

  • $25 per outgoing wire transfer
  • $15 per official check request
  • $5 per paper statement request

When do deposits to a savings account start earning interest?

  • When you transfer money into your account from another Financial Institution, your Comenity Direct High-Yield Savings Account will immediately start earning interest.
  • New account deposits must be by automated clearing house (ACH) transfers and received before 5 p.m. CT on a business day (Monday through Friday, excluding federal holidays).
  • Deposits begin earning interest from the moment they are received, but may not be immediately available for withdrawal.
  • Each account you open is considered new during the first thirty (30) days after the account is opened.
  • For new accounts, funds from ACH transfers will generally be available on the tenth business day after Comenity Direct receives the ACH transfer. However, these funds may be available earlier, depending on the type of ACH transfer.
  • Deposits received after 5 p.m. CT or on a non-business day are received on the next business day.



How do I link accounts to my Comenity Direct account?

  1. Sign in to your online banking account.
  2. Click the + icon in the Accounts tab.
  3. Click Make External Transfers.
  4. Enter your password or answer the security question.
  5. Choose the bank with the account you want to link. If you don’t see your bank, enter its name in the search field.
  6. Enter the account name, routing number, account number and account type and click Submit.
  7. Within 2-4 business days, you’ll receive two test deposits of less than $.99 each in the account you want to link.
  8. Sign in to your Comenity Direct account, select External Transfers, select the account you want to link and verify the test deposit amounts.
  9. You’ll receive an Account Verified message.
  10. Your account will now appear in the External Transfers account list.
If you have questions, please call Comenity Direct Customer Care at 1-833-755-4354.

Can I have the interest paid out?

Interest is automatically added back to your account. However, you can contact our customer care center to have interest paid out monthly via automated clearing house (ACH) electronic transfer to a verified or Comenity Direct savings account. Requests must be made three days before the interest payment date for the change to apply to the next interest payment.


Do you offer ATM cards, debit cards or checks with your high-yield savings account?

Cards and checks aren’t offered because a Comenity Direct savings account isn’t designed for frequent withdrawals. Instead, it’s focused on maximizing your savings with highly competitive rates.


Will I be charged a fee if I fall below a certain balance?

To take advantage of our highly competitive rates and maximize your savings, we encourage you to maintain the $100 minimum balance in your savings account that was required at account opening. However, you won’t be charged a fee if you fall below the account opening minimum.

1099 Form

What is a 1099-INT form?

Internal Revenue Service (IRS) form 1099-INT is an annual tax form provided by payers of interest income, such as banks. The 1099-INT form is issued to individuals and businesses paid an aggregate of at least $10 in interest or dividends during the calendar year. If you receive this form, be sure to keep it for your records. You do not need to attach it to your tax return.


When will I get my tax form?

Each year, Internal Revenue Service (IRS) 1099 tax forms will be provided to the primary account owner on or before January 31 (or the next business day if January 31 falls on a weekend or legal holiday).

Although the exact date will vary, electronic tax forms will be made available to the primary account owner via online banking. You will receive an email notification when the tax form is available to view, download, and print in the “Documents” section of online banking.

We will also furnish a paper 1099 tax form via the U.S. Postal Service. The tax form will be sent to the primary account owner’s mailing address. This means that all primary account owners should make sure that their mailing address on file is correct. Due to the large volume of tax forms mailed through the U.S. Postal Service during January, it may take several days to receive the paper tax form.

If you do not receive your tax return documents by February 15, please call Comenity Direct Customer Care at 1-833-755-4354 to request another copy.


Why didn’t I receive a 1099-INT form?

The IRS requires banks to issue a 1099-INT form if an individual or business has paid at least $10 in interest or dividends during the calendar year.

If you have a joint account, only the primary owner will receive the form (this is generally the first person listed on the account). Because only one name and Social Security number can be documented on a 1099-INT form, all income is reported to the IRS under the primary owner. This rule applies to both joint ownership by a married couple or another individual (partner, child, etc.).


What is the Employer Identification Number (EIN)?

The Comenity Capital Bank EIN is 65-1180275. Comenity Direct is a brand of Comenity Capital Bank, member FDIC.


What if I have a question or find a mistake on my tax form?

If you have questions or suspect a mistake, please call Comenity Direct Customer Care at 1-833-755-4354. We’re open 7 a.m. to 11 p.m. CST, Monday through Friday, and from 9 a.m. to 5 p.m. CST on the weekend and most holidays. Depending on the situation, you may be required to complete additional forms or provide supporting documents.

COVID-19

Looking out for the well-being of our customers and communities is our top priority. Due to current circumstances, we are experiencing higher than normal volumes and our call center and online messaging response times are longer than usual. We are diligently working to increase our support levels and return to our normal response times. In the meantime, we apologize for the delays and are working through requests in the order they were received.


Is my money safe with Comenity Direct?

Yes. Be assured that your deposits are FDIC insured up to $250,000 per depositor for each ownership category. Deposits held in different ownership categories are separately insured, up to at least $250,000, even if held at the same bank. Get detailed information about your specific deposit insurance coverage by visiting the FDIC website at fdic.gov, where you can access the Electronic Deposit Insurance Estimator (EDIE) and enter information about your accounts.


What if I am experiencing financial distress?

We’re here to help. We understand that every situation is unique and would like to work with you directly. Please call Comenity Direct Customer Care so that we can talk with you about your situation:

Comenity Direct Customer Care

1-833-755-4354
Weekdays 7 a.m. - 11 p.m. CT
Weekends & Most Holidays 9 a.m. - 5 p.m. CT