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

• 

  Alliance Data

  PO Box 580 Milford, OH 45150-0580

• 

  Alliance Data

  PO Box 408 Milford, OH 45150-0408

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:10/18/2022

  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 called customer care on September 10 to pay my final amount on the credit card and I canceled the credit card. The lady told me it was canceled and closed. I received an email today stating that I owe at least $35 by November 11. I called customer care again and spoke with a woman named ******* who was not very nice. She told me I cancelled my card on September 10 but then a charge was made on the 12th. She then told me she Couldn’t handle my situation and would forward me onto customer care. I did call customer care…. I was then on hold for 10 minutes with no response. How was my card able to be charged after i cancelled and closed the account. I should not owe what I owe and you guys are screwing with my credit score now.

  Business Response

  Date: 10/18/2022

  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 have an Overstock.com store card through Comenity.net. I paid the balance off and asked to have the account closed over 6 months ago, Since then, I have called three additional times requesting that the account be closed. Twice, I was told that the account was closed, another I was told that I couldn't access the account without the paper statement and account number. Every month, a minimum $2.00 interest charge is being applied even though I have a $0 balance. I am also being assessed a $2.00 late fee against the interest charges, again all against a $0 balance. I recently received the October statement, and there is a $6 balance consisting of a $2 minimum interest charge, a $2 late fee, and a $2 previous balance, which I assume is from September. I am not sure how to get this account closed and don't care to be told that account is closed just to get another bill.

  Business Response

  Date: 10/18/2022

  To Whom It May Concern

  
  This complaint concerns the Overstock Store Credit Card managed by Comenity Capital Bank. This complaint needs to be sent to Comenity Capital Bank.

  
  Sincerely

  
  Overstock

  Business Response

  Date: 10/18/2022

  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.

  Alphaeon-Comenity Capital Bank had a major Overhaul-System Update back in June 2022. Resulting clients to have their credit scores drastically drop due to them not reporting on time payments to credit bureau’s. Spoke with ******** and ***** on October 18 both confirmed it was company’s fault. I did not get approved for an apartment due to my recent credit score drop.

  Business Response

  Date: 10/18/2022

  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.

  on august 4 2022 i cancelled a disney cruise vacation and the refund was sent back to my credit card. The card number that was used for the deposit was compromised and replaced by comenity bank. The new account should of received the credit. As of today 10/18/2022 the credit of $840.00 has not been refunded. I have made several attempts to get this rectified. I have made several calls (waiting on hold for over 1 hour) I have sent 5 emails to this matter and nothing has been done. I am enclosing a copy of the statement showing the credit balance, but no refund has been done, also a current statement of the new account. I don't see how a bank can operate like this and get away with it. If i was late paying them they would of destroyed my credit by reporting it late to the bureau. Therefore I am demanding a full refund plus interest that i have accrued. Pleas assist in this matter. As i am filling out this complaint, I have been on hold for 1 Hour and 12 minutes. AGAIN not right.

  Business Response

  Date: 10/18/2022

  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 opened a BJS Perk credit card account with there bank. I made one purchase in 2021 and paid if off in 2021. Then they charged me $55.00 for BJS membership which I had paid at the club. I contact them and they credit my account but Since January, 2022 this bank is charging me late fees every month. I have called them every month to dispute the late fee charges and every customer service rep say they have deleted the charges. Next month when I receive the statement I see that the current charge is there plus the old ones. I have spoken to them but not sure what else to do. This is affecting my credit score. I had perfect credit. Can someone call me or write to me? I would like some help or guidance on this. Thank you.

  Business Response

  Date: 10/18/2022

  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:

  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.

  My issue is with Comenity Capital/CHLD which is a Children’s Place store card their address shows as ** *** ****** ********* ** ***** ***. I’ve filed a total a 3 disputes with the credit bureaus with one being an active dispute because absolutely nothing is being done to resolve this issue. Children’s Place store card has been falsely reporting an accurate account balance. The most recent dispute they responded with the same information I gave to the credit bureaus without providing solid results as to why my account has not been updated to reflect my payments. As of 09/13/2022 they still inaccurately reported information and not providing payments. Which during that time it showed my last payment was 06/2022. It now shows the last payment made was 07/2022, this was due to me trying to resolve this matter. I’m making payments and they are not be updated. I’ve even I’ve been making higher payment amounts so I can pay this company off and be finished with another scheduled payment for 10/21/2022. I’m looking to finally resolve this matter in its entirety.

  Business Response

  Date: 10/18/2022

  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: 10/25/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  
  ****** *******

• Initial Complaint

  Date:10/17/2022

  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.

  In September 2022 I receive and email stating that Comenity bank would close my Sephora credit card if I did not use it to make one purchase before October 23rd 2022. I emailed there customer service to please send me where the terms and conditions that I agreed to articulates this frequency of use or they will close the account. Instead of answering this question they relied that they have closed the account (I have near perfect credit so this is unacceptable and also impactful to my credit score). I emailed back straight away saying it is a month before this October 23rd 2022 deadline to make a purchase or it will be closed, that I do not want my account closed and I will make a purchase but I want to see the terms and conditions that state I must. I request a new card in the mail, the card arrives, I call to activate and I am told the account has been closed and in the mail the next day I receive a letter saying they have closed the account as of 10/10/22 (well before this deadline of the 23rd I had to make a purchase). This leads me to believe they are a DISHONEST company and their practices are UNSOUND. I have records of my communication with them, and the original email sent to me with the deadline. I am in the process of home ownership and what they have done will drop my credit score which I do not deserve, and hurt me financially. They need to remove the account closure as their mistake, and complete my request of showing me this term that I agreed to via their conditions. Otherwise what they are doing is not legal.

  Business Response

  Date: 10/18/2022

  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:10/17/2022

  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.

  On July 5th, 2022 paid off my balance due via online in the amount of $334.45. Was the only option via their website that I used to pay each month and there was no option that I saw on the website that indicated 'payoff balance' so I chose the appropriate option which was to pay the balance in full. The payment processed and I did not receive any communications about owing a service fee so I believed it was all taken cared of via paying my balance off.
  
  After receiving a statement with another late fee and balance due, I contacted Comenity Bank by phone on 9/22/2022 to resolve the issue since my entire balance had been paid off but still receiving late fees. Was on the phone for about 45 minutes and told directly by the 2nd operator (think his name was ****** and had a thick Indian accent) that once I paid off the 'finance/service charge' of $10.97 during that call, he would then be able waive the inapplicable late fees that were assessed at that time.
  
  I requested an email confirmation (something) from him and/or Comenity Bank, but he said they aren't able to to send emails and since I paid the service fee that was not paid on July 5th, he could then waive the late fee...this never occurred as I found out on my follow up call last Friday, October 14th.
  
  I received in the mail yet another statement with now TWO late fees assessed and the balance went from $33.38 (was supposed to be waived) and is now accrued to $58.79! I was shocked to find nothing he said he would do - besides take my payment of $10.97 - was done. I then called Comenity on October 14, 2022 at 5pm and was on the phone with 4 different operators although I asked repeatedly to speak with a supervisor (***** ********* ****** *** ****) and all were NOT a supervisor and each time they transferred, the call dropped or they disconnected and not once did anyone call me back; my cell number was verified a few times.
  
  I am asking for BBB support as I feel there's nothing else I can do alone to resolve,

  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:10/17/2022

  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.

  On August 22 I noticed fraudulent charges on my account. I called the bank to let them know and have my card canceled and request a new one. For almost TWO MONTHS, I could not access my online account and no one could help me. They were all confused. That was problem number one. The second issue is they are making me make minimum payments on the account on charges I didn’t make until they resolve this and are telling me it could take months. I have never had a bank take this long or make me make payments on charges I didn’t make. I have called for updates and every time they are rude and cannot provide me with any updates, just it takes months. Meanwhile, I worked hard to pay the account in full and now I am stuck making payments on fraudulent charges because it takes then “months” to investigate? This is not typical of any bank or credit card I have had and still they have no idea when they will resolve this. I just want to the charges reversed and my money refunded from the payments I made on the fraudulent charges. The charges were made in another country and all on the same day, it screams fraud, yet here we are and I am having to make payments on charges I didn’t make. I would like a refund on the payments I made, the charges to be reversed and the process needs to be refined. Thankfully I am in a position to make payments, but there are many families who are not and this would cause a lot of undue burden.

  Business Response

  Date: 10/18/2022

  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:10/17/2022

  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.

  On 5/13/2022, I made a purchase at the Academy Sports store in New Bern, NC which totaled $491.02. I paid with my new Academy Sports Credit Card which is serviced by Comenity Bank.
  When I received my very first credit card statement in June 2022, it also showed a charge of $76.40 on 5/25/2022 in Wilmington, NC, which I did not make. It also showed a charge of $1.05, which was not further explained.
  I immediately called the number on the credit card statement, which is a Comenity Bank number and reported the fraudulent charge. The representative told me the card would be cancelled and the $76.40 would be credited back.
  I paid the entire remaining balance on the credit card which was $492.07 which should have left me with a $0 balance.
  Despite numerous phone calls to Comenity Bank and Academy Sports, as well as emails to Academy Sports, to resolve this matter, the fraudulent charge was not been removed and I have been assessed penalties and interest for not paying the fraudulent charge.
  The latest statement, dated 9/12/2022, reflects an outstanding balance of $156.62, which is the fraudulent charge plus accumulated penalties and interest.
  I do not owe this money and want these charges removed from my account.

  Business Response

  Date: 10/18/2022

  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.