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

  1103 Allen Dr Milford, OH 45150-8763

• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

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:10/04/2022

  Type:Service or Repair 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 am trying to Open a CD Account for $2,000 and I keep getting denied.
  I have had a Comenity?bread High Yield Account since January 2020 so I don't understand how I can be denied Opening a New CD Account. Bread customer service will not say why I was denied when Opening a New CD Account even after talking with 3 different representative on the phone and following their instructions to Open a CD Account.

  Business Response

  Date: 10/04/2022

  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: 10/06/2022

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

• Initial Complaint

  Date:10/03/2022

  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 account with Comenity Capital. In April 2022 I paid off the full balance on the account. Through Comenity’s error, $15 was not removed and was left on the account. In May, a late fee was applied to my account. I called and was told this issue would be resolved and the balance would be adjusted to $0. In June, the balance had not been adjusted and another late fee was applied to my account. Additionally in June, this began *significantly* impacting my credit score. I called again on June 23 and was told a dispute would need to be filed. I called again on July 12 to check on the status of the dispute as I had not heard back. I was told a dispute wasn’t even opened until July 4. I asked to speak with a supervisor and was asked for details. I was never connected with a supervisor, but the rep I was speaking with let me know the supervisor approved the removal of the account balance and I should see a $0 balance on the next statement. On the next statement, I had an $82 balance. I called again at the end of July after receiving my statement and finally the balance was actually adjusted and I was issued a $15 credit to my balance reflected as -$15. My account still reflects this negative balance, but Comenity is still reporting a balance (currently $45, I imagine this will continue to increase each month) and missed payment to the credit bureaus and the account is marked as delinquent. Now it is October and I have called again and the rep I spoke with said they cannot help over the phone and I would have to mail them my request..? I said I needed to speak with someone and was provided TransUnion’s phone number. In other words, Comenity will not work with me to correct the information reported to the credit bureaus, unless I mail them a letter describing the issue. Of course, I will have no way of knowing if or when that letter is received and no guarantee that the issue will be resolved.

  Business Response

  Date: 10/04/2022

  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

  Complaint ID ********
  Court
  Sat, 29 Oct 2022, 06:26 pm
  Hello,
  
  I would like to update my complaint. The company (Comenity) has NOT
  provided any form of correspondence. They have updated my current balance
  to $0 as of October 2022; however, they are still not only reporting
  balances on my account past April 2022, when I paid off the balance in
  full, but are reporting a missed payment in June 2022. This matter is not
  resolved.

• Initial Complaint

  Date:10/02/2022

  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.

  this business used unethical practices in debt collecting, charging me for services that were not provided, they have reported my accounts inadequately while their service and phones systems were down since June. Payment was payment to be enrolled in program which was under false pretenses by agent. This accured in August. October and still no resolution. I have tried to enroll in a program to bring my account current but unable to due to their systems!

  Business Response

  Date: 10/04/2022

  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: 11/17/2022

  Comenity took payments promising to enroll me in a repayment program. I had to move to escape homelessness. I paid them the total amount to enroll in a repayment program and they never did. They lied to me. This has cost more fees and money I cannot afford to pay.

• Initial Complaint

  Date:09/30/2022

  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 saw my credit report and I noticed that there are inaccurate and fraudulent accounts that I needed to report and correct by your company. Evaluate and investigate those account that is not 100% accurate. Here are the lists that indicates the company name, balance, and date last reported:
  
  Account Name CB/VICSCRT Balance $1,767.00 Account Number ****************

  Business Response

  Date: 10/03/2022

  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:09/27/2022

  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 signed up for Account Assure protection through Comenity Bank. In July, I decided I no longer wanted/needed this service and attempted to cancel. The Comenity Bank website says I can do so through a link on their site (which ends up being a loop to their main log in page), email them (I have and have not gotten a response), or call their customer service number. I have called customer service who says that they are unable to cancel account assure after an update they made in June. Unfortunately, I have tried reaching out to account assure directly and their automated system says they have no record of the account on file....yet I am charged every month for a service. I just want to cancel and stop my card from being charged every month....and Comenity Bank has been of no help.
  
  The website explicitly states I "can cancel my Account Assure Pro coverage anytime by visiting the Account Assure Pro section of the Account page, sending us a secure message in Secure Message Center or by calling us at **************." None of these options are available. I just want to cancel and have the charges stopped.

  Business Response

  Date: 10/03/2022

  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:09/27/2022

  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.

  In June my credit card was hacked. Since then I cannot sign into my account to pay my bill. I did pay it by mail as per talking to the agent. Paid it off but they said they didn’t receive it on time. So now I have late charges. I have not been able to use my credit card since then. I pay 110 a year for this for extra rewards. Now I am 2 months late & no one can help me. 4 months over 3 1/2 hours on the phone multiple supervisors who can not help. At my wits ends. I have perfect credit & they said they will fix it when they can. Not sure what to do with my comenity bjs credit card

  Business Response

  Date: 10/03/2022

  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:09/27/2022

  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 a DentalFirst account that is handled by Comenity Bank for some dental work. I hate the way the finanacing was set up, even though there was a single fee for my dental work, it separated into 2 separate "loans" so there 2 separate agreements. I have been paying consistently WELL over the required minimum balance since the accounts inception. On August 3rd, there was a remaining balance on 1 account of ~$300. Because that balance was not paid in full on that day, they charged $700 in interest!!!! How is my interest on a balance of $300, more than the actual balance? Now, I owe more interest than principle. Now, I get their deceptive plan and why they split my charge. Now, they just have made it impossible for me to pay off the balance on the 2nd charge, and they get to charge me another illegal set of finance charges. They need to be investigated and shut down! That has to be illegal! This is thw WORST COMPANY EVER, and i will NEVER get any credit cards or anything that uses this financial institution ever. They are frauds, have horrible customer service.

  Business Response

  Date: 09/28/2022

  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

  Ticket X9RYB

  Complaint ID: ******** ***** ***** v Comenity Capital Bank
  ***** *****
  about 3 hours ago
  Good day!
  
  Before this matter is completely closed, please be advised that I have not
  received any communication from Comenity Bank. Per the communication in my
  dispute dated September 29th, Comenity is supposed to write to me directly,
  but as of today, 10/14/2022, I have not received any communication at all.
  
  I just want this to be recorded. It appears that Comenity may not be
  trying to resolve this at all.
  
  Thank you!
  ~Stacy

  Business Response

  Date: 10/18/2022

  We take all consumer complaints very seriously. Occasionally, we may require additional time to conduct a thorough and extensive investigation to ensure we appropriately resolve all concerns. We apologize for any inconvenience and we'll provide our response by mail immediately upon the conclusion of our investigation.
  
  

• Initial Complaint

  Date:09/26/2022

  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 several cards issued by comenity bank. I have PAID OFF all of them, but none are showing as PAID OFF and balances have not been updated since June. I was going through mortgage lending process and this made it an extremely stressful situation to a point where I now have to HALT the home buying process!!! I disputed the accounts with all credit bureaus but if there is no resolution, I am prepared to take legal action.

  Business Response

  Date: 09/27/2022

  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: 09/29/2022

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

• Initial Complaint

  Date:09/26/2022

  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.

  There are some inconsistencies regarding my account that I would like to address with Comenity capital bank? Alphaeon. Up until this month Sept 2022, I had been on time with my payments .However,due to my financial circumstances I called the on Sept 20th, 2020 and tried to explain that I no longer could afford to pay the Minimum payment that was issued to me on my credit card and I wanted to file for Financial Hardship which is a program that is afforded to me base on the Bank's policy. The representative of the bank informed me that since my due date was on Sept, 20th that I needed to call back on sept, 26 to file for Financial hardship as it would reflect that my account was pass due. Since there had not been any changes base on my financial situation I proceeded to call back today Sept ,26 as I was told by the Bank's rep and attempted to file for Financial hardship but I was given a very different response that is very confusing and misleading.
  During the call at first today after I explained my reason for calling the Bank representative informed me that "yes" I was eligible for Two programs . He then to;d me that there was a program that would have afforded me a 3 months grace period and I would only have to pay the minimum balance due and it would accrued a late fee for the 3 months period and then followed the same steps for an other 3 months. Then he continued and said that the fourth month I would be relieved of the penalties and proceed with payments going forward using the same steps. The second choice was that I would be offered a lower monthly payment around 1/3 and that would mean that I would have to close my account immediately. So I opted to take the option to close my account and get the lower payments. The Rep then informed me that they suddenly could not help me because they were having tech difficulties and I should call back 30 days later. As I was dissatisfied with his response I asked to speak to a supervisor but I was denied.

  Business Response

  Date: 09/27/2022

  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: 10/17/2022

  ***** ******
  Sat, 15 Oct 2022, 05:47 pm
  I still have not head from Comenity bank regarding my complaint. Complaint#********
  ________________________________

  Business Response

  Date: 10/18/2022

  We take
  all consumer complaints very seriously. Occasionally, we may require
  additional time to conduct a thorough and extensive investigation to ensure
  we appropriately resolve all concerns. We apologize for any inconvenience and
  we'll provide our response by mail immediately upon the conclusion of our
  investigation.
  

  Customer Answer

  Date: 01/17/2023

  To whom it may concern, regarding case #********, enclosed are copies of letters sent to me from Comenity explaining decisions taken regarding my account ending ****. I ***** ****** accept and agreed with decisions taken. Thank you very much for your support in helping me solve my case #********

  ***** Hewitt

  Business Response

  Date: 01/23/2023

  Hello, upon review of the attachment labelled "Consumer_Response.pdf", it seems as the customer has received and accepted our response letter and the outcome of our investigation. Please let us know if anything additional is needed. Thank you!

• Initial Complaint

  Date:09/26/2022

  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.

  They have not reported to the credit bureau since may. Reg payments were made & this card was paid off in July. It has hurt my credit score badly . I spent an hour on the phone trying to get it corrected only to be told they have to follow their lengthy processes . I explained that my family is trying to refinance our business or we will lose it . This is hindering the chances greatly . I’m looking to get this corrected immediately .

  Business Response

  Date: 09/27/2022

  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.