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

  
• 

  Comenity Capital Bank

  PO Box 5138 Luthvle Timon, MD 21094-5138

• 

  Alliance Data

  1103 Allen Dr Milford, OH 45150-8763

• 

  Comenity Capital Bank

  P.O. Box 120 Milford, OH 45150

• 

  Comenity Capital Bank

  2795 E Cottonwood Pkwy Ste 100 Salt Lake City, UT 84121-7090

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:04/14/2025

  Type:Customer Service 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 tried to open a credit account to purchase a laptop online with hp. I process all the transaction and then was emailed that you will receive a welcome packet it 10 days. I have stage 4 cancer and needed my computer that day to speak to doctors. I get no Cc num just said hey you'll get it in the mail. I finally get and email saying you will get your cc in 10 days. I called the 800 number and was told we will close your account in 10 days ? Why? I bought nothing!! I want it closed now. I get no email notice hey your account is closed. The lady stayed hey you'll get notice in the mail but the process takes 10 day? So what I'm screwed regardless because I spent money i don't have to buy a computer now the Cc that I applied for wants me to wait.
  
  Terrible service! I called today 4 14 to be closed. It should be closed today and I should get an email notice today. These people are crooks and taking advantage of people!! Let alone i have enough stress f rom chemotherapy

  Business Response

  Date: 04/15/2025

  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: 04/15/2025

  I don't have an account closure notice as she stated it will take 10 days. She stated it will be in the mail and yet I have to received the cc open statement. I want to know this account is closed to keep my cee it good standing. All.i have is her word of.mouth. 

  I will email you any information as you requested 

  egards,
  
  
  
  ********* ********

• Initial Complaint

  Date:04/12/2025

  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 went for a dental procedure in September 2024 which was never completed. I asked Commenity bank to investigate and dispute the dental claim with the office, but they did not thoroughly investigate and cannot provide proof of my receiving service yet continue to attempt to charge me and harass me. I did not receive the service I was supposed to and therefore my loan should be cancelled and/or adjusted appropriately.

  Business Response

  Date: 04/14/2025

  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: 04/15/2025

  Commenity bank has not reached out to resolve this, but instead continues to call and threaten and harass me and refuses to properly investigate. They also have not properly updated my credit report.

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

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair 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 a letter from Comenity Capital Bank which stated that had suspended my AAA Visa credit card account because of “security concerns and/or irregular transactions”. I called to find out about this. The person asked a lot of questions about how my account had been used recently. I was able to answer all the questions, and there was nothing unusual about how it had been used. The person then wanted to text a code to my phone but said they couldn’t do it because my phone number was not verified. However, they have had this phone number with my account for about three years. A few days later, I decided to close this account since I cannot use it. I called and tried to close the account, but they refused to close it. I now have a credit card account that I cannot use and cannot close.

  Business Response

  Date: 04/14/2025

  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:04/11/2025

  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 opened a credit card with Ulta on 10/16/2024 and made a purchase of 40$ this was the only time i ever bought something using this card!!

  Since that date I have been trying to close the card. Yet the representatives you pay to wont disclose information to you about your account. The first time I paid they added a late fee I was unaware of but I paid what the representative told me was my full balance and told them to close the account.

  They charge you interest of 3$ on your balance the 7th of each month, yet bill you the 1st, so you are unaware you will be getting charged afterwards. Then, they charge you a 40$ fee when that interest goes unpaid. On top of this, a representative failed to tell me i couldnt pay with my credit card (I chose to pay with a members only card since they have added customer protection) and the representative told me my payment went through. In reality, it had declined so my remaining balance grew after months of me thinking my account was closed to 170$. The next customer rep I spoke to got 70% of my balance waived immediately so I paid 43$ to finally never hear from them again on 04/07. Thinking the interest would be included in what I paid. This was not the case and i was billed 9$ for interest on top of 2$ i was charged because my balance was originally 41$ after she waived these late fees yet I paid 43$.

  I asked a representative for my full file and all interactions Ive had to start a claim against them given that the only way to do so is by mail and they never sent me anything. This company and its representatives conducts business in a way that is deceptive and I will not be shopping at Ulta anymore due to this horrible experience. Another thing I think should be noted is they print your full credit card number on your billing statement in pixelated font on the bottom of the letter and each card has a 3.6k starting limit. This is so unsafe and shows the lack of care or safety they have for their customers!

  Business Response

  Date: 04/14/2025

  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: 05/08/2025

  Hello, I feel I am being retaliated against. This is my latest statement after confirming I had a 0 balance on 04/09 both with the representative and in my online pay. As you can see, comenity manually reversed my payment on April 11th. They also added on a 'reversal fee' of 30$- something I have never seen before. Another previous time I attempted to pay my balance off (as I've been trying to get this card shut since October of last year), the representative said over the phone my payment went through and the card was at 0 balance, yet the next time I checked I had a balance. The next representative I spoke to about this said my card had 'declined' since it was a credit card and payments can only be made via debit card. It's misleading and deliberately fraudulent to tell your customer their payment went through and is at 0 balance, yet they have a large statement the next time they check. I refuse to be retaliated against and I will not make any more payments to this horrible fraudulent company. I received their response and they stated they gave me an amount to 'forgive my loan' , yet this was an amount orchestrated by their lack of communication and fraudulent practices such as this one! How is it that a company can reverse my card payment then charge me for it?? Please make this right there are hundreds of complaints about comenity just do a quick ****** search! I have not spent over 40$ of my money on this card and its insane how I now suddenly have a 73$ balance when it was at 0 just weeks ago and I have not touched it. 

  Customer Answer

  Date: 05/08/2025

  Hello, I feel I am being retaliated against. This is my latest statement after confirming I had a 0 balance on 04/09 both with the representative and in my online pay. As you can see, comenity manually reversed my payment on April 11th. They also added on a 'reversal fee' of 30$- something I have never seen before. Another previous time I attempted to pay my balance off (as I've been trying to get this card shut since October of last year), the representative said over the phone my payment went through and the card was at 0 balance, yet the next time I checked I had a balance. The next representative I spoke to about this said my card had 'declined' since it was a credit card and payments can only be made via debit card. It's misleading and deliberately fraudulent to tell your customer their payment went through and is at 0 balance, yet they have a large statement the next time they check. I refuse to be retaliated against and I will not make any more payments to this horrible fraudulent company. I received their response and they stated they gave me an amount to 'forgive my loan' , yet this was an amount orchestrated by their lack of communication and fraudulent practices such as this one! How is it that a company can reverse my card payment then charge me for it?? Please make this right there are hundreds of complaints about comenity just do a quick ****** search! I have not spent over 40$ of my money on this card and its insane how I now suddenly have a 73$ balance when it was at 0 just weeks ago and I have not touched it. 

• Initial Complaint

  Date:04/11/2025

  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 the company to receive my balance as I wanted to pay off the charges. I paid the amount I was told was due. I called back to verify there was a zero balance and my account was closed. They are now sending me a bill stating that I owe them interest plus a late fee on that amount... I want them to remove the $16.38 from my account as I feel it is fraudulent to add interest and late fees after being told there was no balance and the account was closed.

  Business Response

  Date: 04/11/2025

  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:04/11/2025

  Type:Customer Service 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 and received the Bread Rewards Card, but I want to close the account. Too many issues with this card. it is a bad card. The automated system and the computer both said my card was "active", but when I used it in a grocery store, it was declined, and I never made a purchase before. The grocery store was my first time. It was declined. I later called customer service which was hard to get. They told me my card was NOT activated. Yet, on the website and on the app it said it was active. So I decided NOT to do business with this card. I took out my checking account information in my personal information online and I called customer service to close the **********************. I called again to confirm, and they said it was closed. But yet, online, it shows that my account is not closed. I was able to LOCK my card after I talked to customer service, who said I cannot lock my card if my account is closed! Your website and your customer service is conflicted! I feel it is NOT SAFE to do business with you. So I want this account CLOSED!!!!

  Business Response

  Date: 04/11/2025

  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.

  Customer Answer

  Date: 04/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23190398
  
  I am rejecting this response because: THERE IS NO LETTER FROM COMENITY BANK!!!!  I JUST WANT MY BREAD REWARDS CARD ***CANCELLED***!!!!  THIS BANK MUST BE AS MESSED UP AS THEIR FAULTY, NON-FUNCTIONING CREDIT CARD, WHICH IS ONE BIG SCAM!!!!!
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/10/2025

  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.

  In November 2022, I opened a line of credit through Alphaeon Credit at LaserAway to finance a cosmetic service, totaling approximately $4,994. I was told I was signing up for a 24-month 0% interest promotion. Based on that, I proceeded with the purchase and made consistent, on-time monthly payments for two years. However, I recently learned that the promotion was actually DEFERRED interest, not 0% interest. Because I didnt pay off the full balance by the end of the 24-month period, Alphaeon charged me 24 months of retroactive interest (in the amount of $2,800) all at once a charge I never expected and would have avoided had the terms been clearly communicated. Because my autopay continued as usual, I didn't catch this until a few months later. The total amount of interest they have now charged me is $3,284.11.I diligently set up Autopay as soon as I opened the loan and paid every single month the loan was open. When setting up autopay, Alphaeon prompted me to select the minimum payment option, which gives the impression that youre on track to pay off the loan within the promotion window. But in reality, the minimum payment option is nowhere near enough to satisfy the balance in time meaning most customers who choose it will automatically incur retroactive interest. It feels like a deliberate trap.When I contacted Alphaeon to dispute the charges, they refused to remove the interest, citing that the terms were disclosed. However, the promotion was misleading at the point of sale, and the payment setup on their site contributes to the misunderstanding. Ive made every effort to resolve this directly, and theyve offered no resolution or goodwill adjustment.I believe Alphaeon is engaging in deceptive lending practices and profiting from consumer confusion. Im requesting that they remove or significantly reduce the retroactive interest charges and revisit how their promotional terms and autopay system are presented to consumers.

  Business Response

  Date: 04/11/2025

  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:04/10/2025

  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 have a Michaels credit card that is apparently controlled through this company. They subsequently froze/returned my payment and charged me an additional processing fee after claiming my bank account was frozen. I called to pay off my balance and they apparently did not do that. Instead they left a remaining $7 balance and never informed me I had a remaining balance and I have not used the card since February 2nd, 2025. They then charged me $37 for a late fee and $3 in interest. They show my balance as $42.94 when none of these numbers that they claim to have charged me add up to that number. When I tried to dispute it they said that I had to contact the customer care department in **** via mail and that I will be charged additional fees if my account isnt paid before the due date (4/28) no matter if I am disputing it with their customer service department via mail. They refused to remove their late fee and only offered $15 off my balance. They pressured me into paying the account and also would not cancel my account when I asked. They also still claimed my bank account was frozen when I attempted to pay but accepted a bank card payment FROM THE SAME ACCOUNT. This company is a scam with hidden agendas and their workflows are horrendous with customer service. I have never been more dissatisfied in my life and I cannot wait to have my account closed and be rid of their fraudulent charges

  Business Response

  Date: 04/11/2025

  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.

  Customer Answer

  Date: 04/23/2025

  I have not received any response from my complaint at this time. What should I do? 

• Initial Complaint

  Date:04/09/2025

  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.

  On 04-09-2025 I attempted to use my Gamestop Comenity cc at the Gamestop in ********, **. It was declined....twice.... My card has plenty of credit on it and has never been late in payment. So I went home and spoke to my wife ****** who makes the payments.....She immediately called them. She was told that because our card (which we have never gotten any replacements and have had this card for years and years and it has no expiration date) that we need a new card and would not be able to use this one anymore. They would have to send us a new card which could take 7-10 business days (another words up to 2 weeks) to get. I was irate. I get a paper bill every month. NOWHERE did they ever state I needed a new card. They never sent a new card. And now out of the blue they decline a card(which has no expiration date)(which they legally cannot do) and refuse to honor it for purchases until the new one gets here. This is absolutely ludicrous.

  Business Response

  Date: 04/11/2025

  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.

  Customer Answer

  Date: 04/23/2025

  I did send you a response:

   

  They suspended my card for 2 weeks stating that it is an old issued card as it does not have an expiration date on it and that they will have to issue a new one.  I explained to them they have NEVER sent us any other card.  We pay our bill ever month and there has never been an issue.  They never notified us they were not allowing us to use the card or they were sending out a new card.  They just suspended it.  When I went to use it and couldn't and contacted them THAT is when they told us we needed a new card.  It has been 5 years that we have used this card with no issues and NOW they want to issue a new card and this is how they go about it?  Suspending the card without notification?  That is just not  how business is done!

  Customer Answer

  Date: 04/23/2025

  THEY NEVER CONTACTED ME!!!!! Which is what they said>

• Initial Complaint

  Date:04/09/2025

  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.

  ******* ****** ******* store location ************ area ***** ***** ***** Subject: Ongoing Billing Issue with ******** and Credit ************ Dear Better Business Bureau,I am writing to formally file a complaint regarding an unresolved billing issue with ******** and the credit card company I applied for through their store. Despite my previous complaint, which was supposedly resolved on paper, I am still receiving phone calls and letters demanding payment for a purchase I never ************** is a summary of my situation:I applied for a Michaels store credit card and made a purchase.I did not pick up the order and returned it, expecting a refund.However, ******** did not process the refund to the credit card ********** a result, the credit card company continues to bill me for the amount and has been sending collection letters and making persistent phone calls.I previously filed a complaint, and the matter was resolved in writing, yet the bank is still pursuing payment.I have tried to resolve this issue by contacting both ******** and the credit card company, but I am not receiving a satisfactory resolution. I am now seeking the BBBs assistance in ensuring that ******** properly processes my return and that the credit card company ceases their collection efforts.I request the following actions:1.******** must confirm in writing that they processed my return and refunded the full amount.2.The credit card company must stop billing me for this incorrect charge and remove any negative impact on my credit report.I appreciate your help in resolving this matter, as I am unsure of what else I can do. Please let me know if any further information or documentation is required.Sincerely,******* ******

  Business Response

  Date: 04/11/2025

  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.

  Customer Answer

  Date: 04/11/2025

  
  
  '******* ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  2:35 PM (42 minutes ago)
  to disputeresolution
  
  
  In this folder you will find the documents of return and refund
  
  
  ******* ******
  ************
  --
  Sent with Genius Scan for iOS.
  *********************************

  Customer Answer

  Date: 04/24/2025

  From: ******* ****** <********************************>
  Date: Thu, Apr 24, 2025 at 2:05 PM
  Subject: Fwd: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: <**********************************************************************************************>
  
  
  
  
  this case has been closed but i have not received any call or email from the comenity back.  I still have the same issue. so what is the next step. kjdo i need to file a new complaint ?