Complaints

This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Comenity Capital Bank

  3095 Loyalty Cir., Building A Columbus, OH 43219-3673

  
• 

  Alliance Data

  PO Box 869 Milford, OH 45150-0869

• 

  Alliance Data

  1103 Allen Dr Milford, OH 45150-8763

• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

• 

  Alliance Data

  PO Box 889 Milford, OH 45150-0889

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comenity Capital Bank was caught manipulating payment posting dates. This is fraud.

  Comenity then charged me a $30 late fee. This is theft.

  Despite evidence provided, Comenity returned half the fee as a 'one time courtesy', and proceeded to tell me how to avoid future late payments. This is an insult on top of fraud and theft.

  I've held my AAA **** card for 27 years, long before BofA sold it to Comenity in 2022. I have never missed a payment.

  When I discovered the fraud, I provided them with proof of the actual posting date which was one day before due. I also had my **** *** call Comenity supervisors directly to confirm the early posting. This was ignored, and my credit ***ort is now vulnerable.

  I have requested further documentation from ****************** to bank payment post date: 6/6/25 - Payment due date: 6/7/25 - ************ date: 6/10/25

  Business Response

  Date: 06/17/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 06/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:06/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 3, 2025, I mailed a check to Comenity to pay the balance of my Dell Computer account. They processed my payment approximately 2 weeks after I mailed it (February 18, 2025) causing a late fee. They have added lates for the last 4 months and have caused my credit score to drop 79 points as a result. Today I paid $82 in late fees just to correct their mistake in an attempt to restore my previously perfect credit rating.

  Business Response

  Date: 06/16/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 06/19/2025

  To date, I have not been contacted by the business and nothing has been done to correct the damage done to my credit report.
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for auto-pay on my Children's Place Credit Card three months ago. When the bill date came for the following month, the auto-pay did not apply, and I was charged a late fee. I immediately called customer service and had the late fee removed. The associate then explained that it can take up to two billing cycles for auto-pay to take effect and assured me it would apply the following month.However, this month, I discovered that auto-pay had not applied again. I waited and called one day after the due date to find out what the issue was. This time, I was informed that I was not actually registered for auto-pay. I needed to wait for the current billing cycle to close to get registered, as I had made a payment for the full balance on the same day.I inquired if I would still be charged a late fee, and the associate said he did not see a late fee on my account and assured me that my account was "good." Later this week, while trying to set up auto-pay again, I noticed a $30 late fee applied. I called customer service and spoke to an associate who confirmed over the phone that auto-pay now applied since we set it up together during the call. However, she also mentioned that the previous associate was incorrect in saying that I had not incurred a late fee.I am frustrated because, several months later, I am still trying to set up auto-pay for a credit card, and the system seems faulty or not working as advertised. Each associate provides different explanations, and I am receiving conflicting information.

  Business Response

  Date: 06/13/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 06/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23463266
  
  I am rejecting this response because the investigation is incomplete. Once concluded, and if I agree with the outcome, I will gladly close the case.

  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an unexpected interest charge of $927.23 on my Alphaeon Credit Card the day after a promotional financing plan expired. The balance on the card was around $1,167 at the time. I was never clearly notified that the 18-month promotional plan would end, and no alerts were shown on the payment portal where I regularly made payments.I contacted their customer service and offered to pay off the entire balance immediately if the interest charge could be waived, but I was told that there is no flexibility and that the interest charge was retroactive from the original purchase date. I also requested a copy of the original agreement I signed for this plan, but I was told it could not be provided.I feel this is a deceptive business practice, particularly since communication regarding my plan ending was only buried in PDF statementswhich I dont regularly open because I use paperless billing. I was consistently emailed when payments were due but not when the promotional plan was set to expire. I would like the interest charge waived and better transparency around financing terms.

  Business Response

  Date: 06/11/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am struggling to make my ravens credit card monthly payments. I would like to use one of the plans that I received by email yesterday to help me financially.

  Business Response

  Date: 06/10/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a $2 balance with my Comenity Capital Bank academy sports credit card and they turned it into $80 because they kept adding late fees. I did t even know that I had a $2 balance because I paid it off in full. I want a full refund of all of these fees or I will contact the media

  Business Response

  Date: 06/09/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 06/09/2025

  I have attached my account information. I didnt receive a statement from you til a couple of months ago and by that point you put a bunch of late fees on my account over $2. Youve sent me to collections and its impacted my credit. I will not pay this amount. I will take this to the media if its not fixed by cob Wednesday!
  
  Complaint: 23442423
  
  I am rejecting this response because: 
  
  Regards,
  
  ********* ****

  Customer Answer

  Date: 06/09/2025

  I do not agree with the businesses response and I request that BBB steps in

• Initial Complaint

  Date:06/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to file a formal complaint about my account ending in 1407. Although my billing statements are received on time and Ive been aware of payment due dates, Comenity Bank is charging an excessively high APR and late fees that make it extremely difficult to manage or pay off the debt.Whats especially frustrating is the nonstop phone calls Ive been receivingeven though this account is not 30 days past due. There is no justification for this level of contact, and it borders on harassment.The combination of aggressive collection tactics, high interest, and heavy penalties feels designed to keep customers in a cycle of debt rather than help them resolve their balance.

  Business Response

  Date: 06/09/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to ask if I could pay on said date they said yes, I called made payment online with a presentative around 6 pm. They took the payment. 2 months later I start getting harassed by commenity bank that I owe them and late fees. I argued that I did pay and they said I paid an hour later! 1 hour late! Wow! ?? I refuse to pay them when I paid and was told it was ok! I have good credit for a reason! They wouldnt even let me close the card after I paid them! I see why!

  Business Response

  Date: 06/09/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete, we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 06/09/2025

  Ive paid them off so they can stop harassing me! Please, if you can update my credit

  Customer Answer

  Date: 06/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23434573
  
  I am rejecting this response because: Ive paid them off so they can stop harassing me! Please, if you can update my credit
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to make it started payment for the past 6 months I just got this card and credit for 5:50 I have money in my account paid 2 days before and it still gets declined and then I get charged whatever I tried to pay for so I wasted a lot of money and none of the payments go through and they say sorry for the inconvenience but I can't get a hold of any human that's all AI and I can't get a response. I've been trying to do this too long and I just want to pay this credit card and close this account this is ridiculous and this is how they make money

  Business Response

  Date: 06/06/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comenity Sephora took out an unauthorized charge. My bank placed a block on my account until it was remedied by Sephora, which they did. After my bank was removed, Sephoria had a block on my account. After numerous calls, I was informed to submit documentation from my bank confirming the block was removed, but I was informed that this was not sufficient and that a formal letter from the bank was required. The documents were submitted, and I received an email from Sephora the block was removed. I contacted your company again on May 30, 2025, to report continued issues registering my checking account information. The representative I spoke with offered to process my payment over the phone. She confirmed that the payment had gone through and provided me with a confirmation number.
  
  However, when I logged into my account on June 4, 2025, I discovered a $41 late fee and a returned payment notice. I immediately contacted your customer service center for clarification and was told that the payment had not been processed. I reiterated multiple times that I had received confirmation of a successful transaction. Now I'm being told you could not find my account after the payment was processed, and it takes 3-5 days. If it had taken that long, and you knew the extent of the issues I had, I could have paid more easily with my debit card.
  
  
  This experience has been extremely disappointing and reflects a concerning lack of professionalism and leadership within your customer service department. I am requesting that this matter be resolved immediately by a qualified manager who can thoroughly review my account, resolve this issue, and ensure that no further damage is done to my credit or account standing.
  
  Please contact me as soon as possible to address this matter to correct my credit report and remove the return payment.

  Business Response

  Date: 06/05/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.