Complaints
This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,437 total complaints in the last 3 years.
- 593 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/15/2022
Type:Customer Service IssuesStatus: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.
THIS COMPANY WILL NOT REPORT TO THE CREDIT REPORTING AGENCIES. i HAVE MESSAGED THEM WITHOUT ANY RESPONSE. THIS ACCOUNT HAS BEEN PAID OFF AND IS STILL SHOWING A BALANCE. THEY HAVE NOT REPORTED SINCE JUNE 2022.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:10/14/2022
Type:Billing IssuesStatus: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.
AAA changed credit card company from **** ** ******* to Comenity Capitol Bank. We were notified that this was happening. Suddenly, last week, our **** ** ******* credit card was being declined. We went online to the **** ** ******* and our credit card information had been removed. We never received a Comenity Card. I have called Comenity three times now and have been told three different stories.
First time I was told that a card had been sent out but we never received it. They would expedite a new card and I would receive it in 48 hours. After waiting 72 hours I called again and was told that the new card request was still being processed but I’d have it the next day. I asked her how that could happen since the request hadn’t even been processed yet. She then said it would come in a week. I asked to speak to a supervisor and after waiting for about five minutes, she came back on and told me that she had an audio problem and couldn’t hear me so she would just hang up. Really.??? I called back and this person told me that it had been sent out on Oct 9th and I would receive it an a week to ten days.
Meanwhile I have no access to my statements and I have automatic payments charged to the card.
I would like to get access to a statement and understand what my current balance is.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: 10/18/2022
I accept the business's response to resolve this complaint.
Regards,
***** **** *****Initial Complaint
Date:10/14/2022
Type:Customer Service IssuesStatus: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 mail on Oct 14 from "[email protected]" that my account statement was ready to be viewed online. I believe my AAA SIGNATURE VISA account recently was moved from BANK OF AMERICA to COMENITY BANK.. I proceeded with the link provided in the email to sign into my account on Comenity Bank. That system did not recognize me. I then tried to register my account since it was recently transfered. That system also did not recognize me. I cannot send a Secure Message because I cannot sign in. I have not received a new credit card from Comenity Bank. I tried to reach my account by going back to Bank of America and got a long recorded message that accounts had moved and to contact Comenity Bank with an explanation that there may be a delay. I read on Comenity site that there were problems with their systems in July causing it to shut down and have errors. July was long ago for computer systems handling confidential information to still have issues. I am now worried about security as I tried multiple times to log onto my account which required giving the last 4 digits of my SS #. Problem- I have an AAA Visa Signature card which moved from Bk of America to Comenity. My card is no longer accepted at retail for charges. Comenity does not recognize my account and I can't contact anyone there. I have not received a Comenity card. Is this a scam? I am spinning in circles with no where to go and no resolution. Am I lost in a scary world of internet fraud? I manage my financial activity carefully and my current inability to contact anyone about this credit card is raising my concern to a high level. I've had this AAA Signature credit card acct for 17 yrs. If I wanted to cancel it now, I don't even know how to contact anyone to do that. NAME ***** E *****, *********************, Media, PA *****, ************* I hesitate to provide more identification for security reasons.Business Response
Date: 10/14/2022
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:10/14/2022
Type:Customer Service IssuesStatus: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 was forced into this account when another bank sold my AAA VISA account to Comenity Capital Bank. The web site hasn't worked right yet. I have not been able to confirm my contact informtion. I have not been able to set up an online account. I have no idea if I successfully activated my card.
On 10/11/2022, I was on hold for 55 minutes before a representative answered my call. She told my cards were activated, I told her they can’t be because I was unable to use them, she insisted they are activated. I also told her I was unable to set up my online account because it said my information did not match what was on their records! The rep said it was probably due to heavy volume! The rep was no help to me.
The next day I called again because I still was not able to use my cards or set up an online account.
I called again and waited for 30 minutes before someone took my call, after explaining everything to her, she put me on hold for 25 minutes to listen to music before I couldn’t take it anymore and hung up!
Today 10/14/2022 I received an email that read
“Your statement is now available on Account Center. Sign in to your account to view your statement or schedule a payment.”
I still cannot use my new cards or sign in to my account!
I want to speak with someone in the USA to help me. I also know that I’m not the only customer with this issue.Business Response
Date: 10/17/2022
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: 10/18/2022
I accept the business's response to resolve this complaint.
Regards,
***** ****Initial Complaint
Date:10/13/2022
Type:Billing IssuesStatus: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.
Our Bank of America credit card was taken over by Comenity. New cards were sent- they were misprinted, showing only the tops of the account numbers. We are unable to activate our account to pay our bill. Customer service was no help, insisting they could not help because we couldn't tell them our account number. They seem to have no way of helping us without us supplying the number- which is the problem, We don't have the number. We gave them name, address, birthdate, social security number... they still refused to help unless we could give them the last four digits of our account, despite our repeated explanations that that's why we were calling- because we cannot read the numbers of our account. Our bill with BofA was due on the 15th of the month so we're assuming this new bill would also be due then, but we have no way to get into our account and pay it. We have not received a statement. We've heard from many others that they are charged late fees even when the inability to pay was not their fault. We always pay our bill in full every month, and do not want to be charged late fees or earn bad credit. We just want to pay for our final statement and close this account.Business Response
Date: 10/17/2022
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: 10/24/2022
[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. We were contacted by a representative who assisted us with paying our bill. Thank you.
Regards,
*** ********Initial Complaint
Date:10/13/2022
Type:Billing IssuesStatus: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 never received a notification that my AAA Visa was being transferred to Comenity Bank. I found out by logging into my account to make a payment, I could no longer make a payment. I did some research and the website stated I should have the new cards by October 9, which I did not receive, I called on October 11, explained I did not receive the new AAA cards. He said if I did not receive the cards by October 12, to call back and request to have the cards expedited. I waited until today, October 13, still no cards, so I called, The lady I spoke spoke very broken English and did not understand my request. She finally caught on and said due to a system problem, I would get them next week, could not tell me a specific date. I explained to her I needed the cards but all she could tell me was next week. If I do not get the cards next week, what is the solution? I do not think this is a difficult request. The company cards through work have no problem expediting credit cards, so what is this bank’s problem? I had to make a payment over the phone because it was due today, October 13. This place better not ruin my credit. I want my credit cards.Business Response
Date: 10/14/2022
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: 10/18/2022
[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:10/13/2022
Type:Billing IssuesStatus: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.
****** W. ******* have a problem with Comenity Bank located in Columbus OH43218-3003, i have had them approximatel8month and when i checked my statement i seen where i was being charge $54.76 for cash advances i call them and they said because i had $2000.00 with Barclay this is the reason for the charges i have never heard of this before, i need some type of help or assistance. I'm being ruin with this situation. I;m in need of any assistance that might be given, i spoke with them some time ago, but they never got back with me.Business Response
Date: 10/13/2022
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: 10/14/2022
[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,
****** ******* When did the issue of charging advances on money that you did not withdraw? i need for this issue to be resolve as soon as possible. I was never informed about this situation.You pay your bill the proper amount ,but with t5his cash advance you are defeating the purpose. Something need to be done about this situation.Barclay did not have any stipulation like NFL
have. It is no point saying anything because it is going to happen anyway, if you ask anything you do not receive a correct answer.
Initial Complaint
Date:10/13/2022
Type:Billing IssuesStatus: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'm depressed and suicidal after dealing with the unauthorized use of my personal information.
Which resulted in this unauthorized item on my credit report. I sent letters over 30 days ago and they failed to get back with me with sufficient validation. This account violates the FDCPA and must be deleted immediately because those are serious violations and I could be compensated for them.Business Response
Date: 10/13/2022
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:10/12/2022
Type:Billing IssuesStatus: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.
BBB transcribed from photo copy of typewritten letter:
September 3, 2022
Customer Service
Comenity Capital Bank
** *** ******
Columbus Ohio 43218-3003To Customer Care Staff
In June, BJs through Comenity Capital Bank send me a bill for $6.12 which I paid using the account I set up in my bank for BJs years ago. See items 1 and 1A.
The next month I received a bill for $350.36 which included a late fee and some accrued interest from the month before (item 2). I called the bank right away and the representative had the $30.00 late fee removed. However, the representative said that they could not remove the accrued interest. I made a payment through my bank andthe account I set up years ago and it was paid on August 16 (item 3). I tried to get gas on that same day and my card was rejected.
I received an email from my bank on August 25th that Comenity returned the money and that my account had an invalid account number (item 4). I called Comenity on August 25 and talked to ****** and she indicated that I NOW owed $381.05 but that she would take off the 30.00 fee that was removed the last time I called. So I gave her a payment by check for $351.05.
****** indicated to me that the bank was trying to make sure that all billing account information matched the card number. If that is ture, I wasn’t notified that I needed to set up a new account.
If this was not the situation, I do not understand how payments that were getting p;aid in the past with the same bank account number were not being rejected beginning with this last payment.
I believe that you owe me a late charge of $30.00 and any accrued interest.
I also believe that your customer payment policies should be reviewed.
Sincerely,
***** ********Business Response
Date: 10/13/2022
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:10/12/2022
Type:Billing IssuesStatus: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 receive a credit card that I did not apply for see attached I called the credit card company who I do not think understood that this account was opened without my requesting it — it is very worrying because they nonchalantly said they would cancel the account.
I would like to know when this account was opened and I want to ensure that it was closed and never used especially because this consumers identify seems to have been stolen, Finally I do not want this illegal issuance of a credit card to affect my credit.Business Response
Date: 10/12/2022
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.
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