Complaints

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

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• 

  Comenity Capital Bank

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

  
• 

  Alliance Data

  PO Box 427 Milford, OH 45150-0427

• 

  Alliance Data

  PO Box 889 Milford, OH 45150-0889

• 

  Comenity Capital Bank

  PO Box 319 Milford, OH 45150

• 

  Comenity Capital Bank

  745 Center Street (former) Milford, OH 45150

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:10/12/2022

  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 AAA visa card was recently sold to Comenity Bank. The card was suppose to be active Oct 8 I activated the card successfully. in the intervening days tried to use it at several gas stations it was denied, actually left me stranded about 150 miles from home. I’ve spent roughly 6 hours on hold (various calls) since then. The auto system put me on hold for about 20 minutes then goes dead. Sometimes it tells me I reported the card stolen, never happened. the time I finally spoke to a manger she tells me I’m using the wrong cvv, gas station do not ask for that, she asks me to hold while she looks into it-line goes dead. Today there are 3 charges from the company they are turning in to Bread Financial these are fraudulent I never bought anything from them. I call the fraud dept. put on hold for another 20 minutes or so...line goes dead. This seems shady if not criminal
  
  pasting fraudulent charge:
  
  These are fraudulent charges, delete them and the cancel my card. This is the worst card I have ever had !!!!
  
  Description
  Amount
  
  10/08/2022
  BREAD TRAILING ACTIVITY COLUMBUS OH
  $44.99
  
  10/07/2022
  BREAD TRAILING ACTIVITY COLUMBUS OH
  $5.60
  
  10/07/2022
  BREAD TRAILING ACTIVITY COLUMBUS OH
  $21.69
  Back to Inbox
  Reply

  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: 10/13/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18202520
  
  
  
  I am rejecting this response because: 

  I have checked email, spam and message center on the Comenity site. There is no response as of yet, maybe it is in process
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/11/2022

  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.

  I wish there was a way to give Account Assur ZERO stars. I was terminated from my job back in July of 2022. I had to wait 30 days to file for a benefit. I originated my requests for 4 cards that I have with Comenity bank and it has been pure hell ever since. I have done what Account Assure asked from my former employer and they are still giving me the run around. They sent me the forms to start the benefits, I had my former employer complete and fax them. This has been going since early September until now. I am fed up because Account Assure does not have a problem taking my money each month to cover me for such a time like this but now that I need to use them they are asking for my last check stubs, a denial letter for unemployment. Nowhere in their literature does it states this. I have been looking for a job with no luck, I did not file unemployment because I want to work. I have other creditors who are assisting me with payment and did not have an issue. My payments have always been on time. I just need for Account Assure to do the same. All of this going back and forth for 60 days of trying to get them to help me is utterly ridiculous. Now I am seeking help to get help from them. Can I get all of my money back from 2016 to current since I can't use the benefits? Enough is enough. I don't have money to keep paying, I have depleted my account to pay. Thank you.

  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:10/10/2022

  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.

  See attached letter for full description. Account was opened September 2017. This account was closed suddenly because of the relationship between Gardner White and Comenity, not my management of this account. I had a promotional plan balance in the amount of $I,618.48 due on August 24, 2022. I paid the balance in full of $1,618.48 on August 24, 2022. Even though I paid this amount in full, I was then charged and interest fee in the sum of $1,038.38 on September 15, 2022. No statements have been provided since July on my account. There have been no other statements posted on the website either. I would call this deceptive practices. I have called several times about this discrepancy, and it still has not been remedied to date. I called on August 24 and spoke to a representative to let them know I would be making the promotional plan balance payment and was told I just needed to make that payment and my account will reflect that the promotional plan was paid. I went ahead and made that payment in full. I called again on September 19th at 12:40pm because I see an interest charge on my account in the sum of $1,038.38. The representative I spoke to said that it will be removed the next billing cycle because he sees I made the promotional plan balance payment. I called again on October 10 and spoke to 2 representatives Javio and supervisor Robert, ID # ******. Robert tells me that he sees I made the promotional plan balance but tells me I did not make a monthly payment of $80 so that is where the $1,038.38 interest is coming from. I said the representatives that I spoke to did not mention that and only told me if I made the promotional plan balance I would not be charged interest. I said the statement CLEARLY states that if the promotional plan balance is not paid in full there will be an interest/finance charge. Not paying a minimum monthly payment should have reflected in a late fee NOT $1,038.38 finance charge as is written in the statement.

  Business Response

  Date: 10/10/2022

  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:10/08/2022

  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 have an Open Toyota Rewards Visa Credit Card. I've been trying to get a replacement card for several months now because I lost my previous card and it's become a big problem. I've called multiple times asking for a replacement card, and I'm told I'm not able to receive one because my information doesn't match the credit bureau or my address information is different. I'm constantly given the run around each time and it's frustrating. I've had the Toyota Rewards Visa Card for multiple years with the same address and phone number without any issues.

  Business Response

  Date: 10/10/2022

  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:10/08/2022

  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.

  I have an account with this company for a Dental First financing program. I had two promotional plans I was paying on, both with end dates where accruing interest would be charged if not paid in full by the due date. The whole time I was making payments, they were splitting the money how they wanted to and one of my accounts expired without being paid off (which I thought it had). I was charged a hefty interest fee.
  
  Well now I have one account that remains open & is set to expire 02/2023. I called customer service and said I wanted to make a payment towards THAT account to bring down the balance before I hit the deadline and am charged crazy interest yet again. The following month, my statement shows they did NOT apply it to the correct account like promised, instead applying my payment to the account that is expired and no longer accruing interest. So I call customer service again and am told I need to do it online by one person, then the next person says I must do it by phone. Well, I have done it BOTH ways yet they continue to do the opposite and do not apply my payments to the account with an expiring interest plan. I believe they do this to capitalize on interest charges even though I am actively trying to pay down the account with the soon-to-be end date approaching. I am infuriated and now I have been hung up on by customer service twice today. Seems like they refuse to fix my problem and when promised to do so, they do not. My account remains with the same balance as all my payments are being directed towards the account that has expired. Customer service is a joke and are unwilling to help.

  Business Response

  Date: 10/10/2022

  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: 10/27/2022

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

• Initial Complaint

  Date:10/08/2022

  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.

  -Obtained a dental work loan from Comenity- Lending Club Patient Solutions for approximately $2400 in July, 2020. I paid the loan of in full in August of 2021. Four to five months later I received a bill for a $30 late fee. I did not respond after checking my bank account and confirming when the check was deposited. I called their Customer Service department and asked why such a bill was being sent to me when my records showed that my bill had been completed paid off on time. I had never received any late charges on my monthly payments. I did not pay the $30. I then received another $30 bill followed by a $60 bill which I did not respond to. Then in early spring of this year I was sent a check for $30 which I didn't understand or question. Then I was sent a letter and told a mistake had been made and to return the $30, which I did. In September of this year I get a call from a debt collector informing me I owed Comenity $168. I informed him I was paying no such bill. Currently I am sending Comenity a written complaint concerning their reckless bookkeeping. My belief is that the $30 late charge was a bogus charge and I would like your help in clearing this up. I sent them a check for $35 two weeks ago just to stop hearing from them but I received another bill a week later. ** ******* ****** ** *****************

  Business Response

  Date: 10/10/2022

  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:10/07/2022

  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 was charged an Account Assure fee on 7/3 that I did not authorize due to a system update. I was told on 7/19 that it would be credited. I paid my bill due minus that charge since 1 I didnt authorize it and 2 they were crediting it. On 8/15 the credit was still not on my account. I called the Account Assure and on their automated system it stated if you were charged the fee they would be refunding that amount. I was then charged 2 late fees and 2 interest fees because I never paid the Account Assure transaction on my account. They removed 1 late fee and refuse to remove anymore because I didnt meet my min payment balance. I have paid everything on time that I authorized. It is not my fault they took forever to take that unauthorized charge off my account. I should not have to pay ANY late fee or interest charge for a transaction I NEVER authorized.

  Business Response

  Date: 10/07/2022

  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:10/07/2022

  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.

  Applied for IKEA Visa card 5/25/22. Visa offered $25 credit off 1st IKEA purchase. Placed order online total purchase including tax was $47.80. On original order it states “Payment made with VISA debit/credit card ****************”
  
  When statement came for $47.80 I paid $22.80 deducting $25 credit offer.
  
  Then when 2nd statement came I noted a different account number was on statements that ended with ****. In calling Comenity Capital Bank I was informed this to be a IKEA PROJECT Card which I DID NOT APPLY for! Hence bank will not listen to error of wrong card situation. Have called them over 5 times. They continue to add excessive late fees & interest. Currently as of 10/21/22 they are demanding $81.91 WHICH is on the unpaid $25 Credit that was due on original Visa account ending in ****.
  
  Somehow when Comenity Capital Bank issued temporary card they had to of mixed up and placed me into a Project Card account unknowing to me. And said Project Card does not offer $25 1st purchase credit as I was expecting.
  
  Comenity Capital Bank has been nasty in this whole matter. Last speaking I hung up on them as they informed me I was responsible for all fees! No exceptions!!

  Business Response

  Date: 10/07/2022

  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: 11/01/2022

  BBB Complaint ID # ******** - Comenity Capital Bank
  **** ************
  Fri, 28 Oct 2022, 05:31 pm
  Just received correspondence in an email form dated 10/27/22 from you. But
  I am informing you that this account i*s in fact NOT TO BE CLOSED!!*
  
  I am still waiting on a letter from the bank which you stated your
  correspondence that I was to be receiving. - nothing has been received by
  me.
  
  i have made numerous attempts to talk with the bank but it's just a vicious
  circle - I keep being connected person to person and department to
  department only to be returned again to the same department in circle form.
  Until no help has been made and I get so frustrated I just hang up.
  
  Today I received a VM that I was to contact Comenity Bank on a time
  sensitive matter. I have now been with the bank for over an hour. I have
  spoken to more than 7 different people and at least 4 different
  departments. Bank continues to circle my call from departments. But no
  matter how I explain the mix up no one I speak with is able to help me.
  Only suggestion is that I should pay my bill and be done. I simply refuse
  as my original complaint is... I never ordered a project card but an Ikea
  Visa card that was offered at the time I was placing my 1st order, $25 off
  a 1st order customer.
  
  My final person I spoke to said that he to s sending my account to the
  dispute department. They would do a thorough review and get back to me.
  Mind you I had previously and today twice, talked to people in this
  department who did not care what my issue was - that I had a Project Card
  and balance is due.
  
  Still awaiting resolution to this issue..
  
  **** ************
  ************

• Initial Complaint

  Date:10/05/2022

  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 14 I received an email from credit card company stating I for being a card holder I would be allowed for free the NFL games for free to watch. They had already sent emails once but did not function. While signing up for promotion I was charged 999 dollars. So I call them to dispute charge the same day. We are almost going on 2 months and every time I call I’m given the runaround. This is not how a bank this big should operate. I will not pay this money which is the only charge. I know they are trying to cheat me and are fixing to start piling up late fees. I will be closing this account soon.

  Business Response

  Date: 10/07/2022

  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:10/05/2022

  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.

  I have a Sephora card. I am supposed to receive rewards for spending money on my credit card. I received a $20 reward on June 25, 2022, but have not been able to use it. The credit card company did some sort of update to their system, which effected my rewards and made them inactive. I have called, emailed and spoken to employees at least 40 times over the past 3.5 months now, and keep being told I will receive my rewards once the system update is complete. My rewards have since expired, and I was told almost over a month ago that they would be reissued, but I have not heard anything. I have filed complaints with the company, and still nothing has happened.I just keep getting a generic response. I want my rewards that I am entitled to.

  Business Response

  Date: 10/07/2022

  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: 10/11/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18169787
  
  
  
  I am rejecting this response because: 

   

  I have contacted Comenity Capital Bank at least 45 times over the past 3.5 months, and have received the same response. I have been told repeatedly that they will make note of my complaint, and follow up once their system has updated. It has been nearly 4 months and nothing has been resolved. Comenity Capital Bank has not contacted me on their own, and have not offered any solutions.
  
  
  
  Regards,
  
  
  
  ******** *******