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

  PO Box 869 Milford, OH 45150-0869

• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

• 

  Alliance Data

  PO Box 349 Milford, OH 45150-0349

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:10/19/2022

  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.

  Since Oct 15, 2022 I have tried to contact the Comenity BJs Mastercard representative. On Oct 15, after long wait I did not keep track that day I got in to ask about payment I did not see on website. On Oct 17, 2022 Monday I called waited over 38 min on hold had to hang up to go into appt. I Called Comenity BJs Perks Mastercard back later that day and was on hold an hour and still did not get connected to representative. Called Tues Oct 18, 2022 I spent 1 hour 10 min on hold when the call was dropped from their end. I called back spent another 45 min on hold and by then I think was end of day and they did not answer.
  Today Oct 19, 2022 I am on a live call been going on hold 1 hour 45 min as I’m typing this complaint. It says please hold rep will be with u in order received. I have yet in 3 straight days spending Hours on hold to reach a representative to report missing card and send a new one. I have sent message on the BJs perks Mastercard Comenity site first two attempts failed and today I sent message on website and said went through but have not successfully connected to a customer service representative. Still on HOLD

  Business Response

  Date: 10/21/2022

  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: 10/31/2022

  I accept the business's response to resolve this complaint. BJs Mastercard Comenity finally put request through.  
  
  Regards,

  **** ******

• Initial Complaint

  Date:10/19/2022

  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.

  First of all I was on hold for 2hours and 58 min. Very substandard customer service. I keep paying for my BJ perks mastercard. From what I understand is I'm on the 55 dollar plan, and I keep getting a bill. I don't use this card at all. As a matter of fact, I want this master card close.

  Business Response

  Date: 10/20/2022

  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:10/19/2022

  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 credit card with The Children's Place since approximately 2020 or 2021. My limit in the beginning was about $200. I haven't used the card for the last 2 years. Since 2021, my limit was reduced to about $100.00. I paid $129.00 on January 31st, thinking I paid off the account, but Unbeknownst to me, I was still being charged finance fees. Then I spoke with a representative on February 28, 2022 inquiring what my balance was so that I could pay off the account once and for all, and I was told I owed $135.00. I paid the $135.00 and thought I had paid the account off. Then they charged me finance fee of $5.54 on March 6, 2022. Then on March 31, I paid $135.81 again to settle the account, and on April 5, 2022 I was charged $2.63 finance charge, a late fee of $15.85 on May 1, 2022, an interest charge of $2.00 on May 6, 2022, a late fee of $$33.70 on June 1, 2022, an interest charge of $2.00 on June 5, 2022 and also on July 7, 2022, a late fee of $38.70 on Aug 1, 2022, a interest charge of $2.00 on Aug 7, 2022, a late fee of $41.00 on Sep 1, 2022, an interest charge of $2.81 on Sep 6, 2022, a late fee of $41.00 on Oct 1, 2022, an interest charge of $3.67 on Oct 7, 2022. I spoke to a representative several months ago about my situation, and they said they would send it to the department that resolves these matters, and I would receive a call. I never received any feedback about this matter, but today Oct. 19, 2022, a rep called me about my account being overdue, and I explained my situation to him. He looked further into my account and saw that the matter was in the process of being cleared. I told him I intended to cancel my card so that this doesn't continue happening to me, and he referred me to the department that could cancel for me. When I spoke with that department, the person on the phone stated that I needed to just pay the $200.58 that is overdue. I ended up hanging up because he was basically telling I couldn't close the account until I pay that amount.

  Business Response

  Date: 10/21/2022

  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: 10/21/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18246754
  
  
  
  I am rejecting this response because: The company has had more than enough time to resolve this matter, as I have spoken to at least 2 representatives in resolving the matter, but I am still receiving phone calls from the company and they are adding daily fees and interest fees to the account. They have enough information to resolve the matter, and they have never responded to my messages or requests to resolve the matter. I feel they sent this response just to make it look like they are really trying to resolve the matter. 
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/19/2022

  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 paid off my Victoria’s Secret credit card March 8, 2022. These people continued to charge me late fee after late fee and I never received notification that I had a balance on my card to pay off until they were past due. I went back into my account and paid off the overdue balance 08/18/2022. They have not reported to my credit bureau that I have a $0 balance since June and this is negatively affecting my credit. It is showing on my credit report that these payments are 90 days past due which is incorrect.

  Business Response

  Date: 10/21/2022

  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:10/18/2022

  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.

  Dear BBB: This complaint is about Ac No. **** **** **** **** with the entity at issue. At the beginning of this year I noticed that this entity reported unjustifiable and inaccurate late payments history to my credit files. Immediately after, I sent a dispute to the national credit bureaus which came back “Verified”. After undocumented verification I sent a demand of production of documents to the entity at issue and in return they sent copies of some statements which showed and proved that I WAS NOT late at all. I put together all of the proper documents along with explaining letter and sent them back to this bank and in return I received NO RESPONSE to my legitimate claim. Meanwhile this entity grudgingly, illegally, unjustifiably and unethically keeps these inaccurate and damaging late reports in my credit files. I even sent a notice to the CEO of this disgraced bank and received NOTHING in reply to my legal demand. This is awful and shameful that Banks such as this one commit such a big fraud against citizens of this great nation and get away with it. Please assist.

  Business Response

  Date: 10/19/2022

  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:10/18/2022

  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.

  My local BJ's store encouraged me to apply for the BJ's Comenity Capital Bank credit card with the enrollment bonus - $50. I never saw the bonus, I asked in my store, they directed me to credit card company. I called BJ's Comenity Capital Bank credit card, they said the store indicated that bonus paid, which is not true. Also, every bill from that credit card included some late fee and other financial charges. I had to call them every time to remove those fees from my bill since there was no basis for that. It looks like a scam this company doing. My guess, they expect people just not call and pay those fees, because it takes a really long time to get to the real person. I don't know if what they are doing is legal, but it definitely unethical. I don't want anybody else fall for this scam.

  Business Response

  Date: 10/19/2022

  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:10/18/2022

  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 sent payment to Comenity Bank using Bill Pay through my SunCoast Credit Union checking account on 7/27/22. Suncoast transaction records indicate it was received by Comenity on August 4, 2022.
  
  Comenity says they did not receive payment. They charged me a $29 late fee's for August, I called them . They removed the late fee, gave me a dispute # **** and said they would investiage the issue.
  
  They continue to charge me late fee's Sept and Oct.
  I cannot get through to them by phone. I have tried 4 times.
  I have been on hold for hours and hours in an attempt to resolve this.
  Please help.

  Business Response

  Date: 10/19/2022

  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:10/18/2022

  Type:Customer Service 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.

  I have filed disputes and have discrepancies in my credit reports and have set multiple letters and have had no corrective action.

  Business Response

  Date: 10/20/2022

  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: 10/21/2022

  [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:10/18/2022

  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.

  On 9/11/2022 submitted an online order to Rees & Rees LLC using PayPal account tied to Comenity Credit in the amount of 860.12
  
  Sent email to seller on 9/27 to ask about status of order. No response from seller.
  
  Reached out to Comenity on 9/28 via phone to file a dispute. Was never provided a dispute confirmation number. Was told charge will stay on my account and interest will accrue until dispute is resolved. Resolution could take up to 90 days.
  
  Simultaneously reached out to PayPal to file a dispute and attempted again to contact vendor with no response. All along PayPal has kept me updated via the status of my dispute via email.
  
  On 10/18/2022 PayPal reached out to me via email and noted the dispute was resolved in my favor.
  
  On 10/18/2022 I contacted Comenity to let them know of the decision by PayPal and requested that the interest accrued for the charges be removed from my statement. Trish's response was they will not do that until the Dispute Department has finished their investigation. I just told her that the issue was resolved and the credit was showing on my account. I requested to speak to someone in the Dispute Department or her manager and both lines were busy was the response received.
  
  I want the accrued interest for the 860.12 charges since 9/11/2022 and until this matter is resolved removed from balance.

  Business Response

  Date: 10/19/2022

  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: 10/21/2022

  [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:10/18/2022

  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.

  Purchased a puppy from Petland on 5/8/2022, informed all credit card details (interest rate, term of loan etc) were handled through Comenity Bank and to contact Comenity once credit card was received. Received credit card in mail appx 3 weeks later with a set interest rate of 29.99% @ 60 months. Called comenity bank and Petland to dispute credit card terms because a choice of terms was not provided at time of purchase. Comenity account service agent stated terms were through Petland, to later be informed Comenity handles this. Comenity provided options on new rates from which I selected 9.99 % for 36 months. First dispute denied via letter in mail on 8/10/2022. Calls made inquring reasoning behind rejection, and dispute reopened. Found out on 8/10/2022, new charge on account is $8,346 instead of $4,173 (charge for orignal purchase of puppy). Second dispute filed and still on going. Multiple calls made to inquire on status of both disputes, to no avail. Bounced back and forth between Petland and Comenity, both businesses offering no assistance. Last call made 10/17/2022. Spoke with multiple associates and one in particular, *****, informed that the original dispute was closed on their side due to "no promotional plan being available to offer the stated rate of 9.99 % for 36 months." Was also informed during previous inquiries while the dispute was in progress the account would be on hold and therefore no payments would be required and this information was inaccurate. Was updated that there was a minimum balance due of $1,029 due to lack of payments from the months of Aug - Oct.
  Was informed the payment due was $334/month which was 4% of the new balance of $8,346. Disputed with ***** regarding incorrect balance and lack of knowledge of choices in original credit card rates, to no avail. Will be following up with Petland Corporate for any assistance they can provide. Had to make payment of $334 on 10/17, although account is still behind on payments.

  Business Response

  Date: 10/19/2022

  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.