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: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.

  On 8/24/22, I contacted Credit Card Customer Care to resolve an issue with the BJ's mastercard - one of the authorized buyers on my account had stuck his card into the wrong slot at the gas pump and could not retrieve the card. As a result, after contacting the customer care team, they advised they would report my card as stolen and send a new card within a week . As of 9/7/22, I had not yet received the replacement card, so I called Customer Care back. At that time, I was told that the card was mailed out on 8/25/22 but that it takes 7-10 business days and that I should have the card by the 10th business day, which would be 9/9/22. So, I waited for the mail again. On 9/10/22, I had still not received the card, so I called back. At that time, I escalated the call to "2nd level" at which time I was told that the card only takes 3-5 business days and was confirmed that the card had NOT been sent out contrary to what I was told. It was at that time I was advised that there was a problem with the system sending out replacement cards for authorized users - which no one had advised of previously. I was advised "upgrades" were being done over the weekend and would hopefully go on that Monday but the "2nd level" escalation rep could not commit to following up so I escalated to a "3rd level" escalation rep who committed to following up with me on Monday morning (9/12). I did not receive a call on 9/12/22 or 9/13/22 so I called back and escalated my call again. I spoke to 4 people on 9/13/22 and they were confident that my card would finally be mailed out - the 4th individual provided me his name and contact information (**** Mendoza 720 468-4979) and he committed to calling me back so I did not have to keep calling. It is now 9/26/22, I have not heard back from ****. I have called and left voicemails for him on 9/20/22, 9/23/22, one this morning, and another this afternoon. They have not sent out a replacement card yet, they are not responding to my calls.

  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: 09/27/2022

  I accept the business's initial response to resolve this complaint but since they have only agreed to investigate and contact me directly with a resolution, I would like the opportunity to reopen this complaint if they do not follow through on that commitment.  At this point, this business has not followed up on any of the commitments they have made to me and I have no reason to believe this time will be any different.
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/25/2022

  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 purchased a dog crate mat. It did not fit so i returned it the next day. I should have a $0 balance because of this. I checked my online transactions and it showed, purchase, return (both correct) purchase purchase return (of the same dollar amounts) - these were not correct and never happened. I called Comenity who apologized and said they would refund me - meaning Id have a $0 balance. I get a letter in the mail stating they refunded me. I check online, low and behold they CHARGED me again - even though the description says refund. Now I owe DOUBLE! I have called over 5x - nobody has helped, nobody understands why Im frustrated - they send me to PetCo, PetCo cant help in store, cant help by phone because it was an instore transaction. I want my money back!

  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.

• Initial Complaint

  Date:09/23/2022

  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 am not liable for this debt with ADS/COMENITY/ALPHAEON
  *****************
  They did not provide me with the original application like I asked.

  Business Response

  Date: 10/11/2022

  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:09/22/2022

  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.

  To: Better Business Bureau 
  

  From: ********* M. ***** Vs Comenity Bank 
  SSN: **** 
  Re: 
  Monthly Payments Authorized 
  Date: August 23, 2022 
  On June 17, 2022, I authorized payments for three accounts with Comenity Bank for monthly installments: a) Roaman's acct. no. ending in ****; my credit limit was $800.00. On May 20, 2022, I had purchased items on sale using a catalog with a $50.00 gift certificate with the assistance of a customer service associate. The total including taxes and free shipping was originally $219.00. The gift certificate reduced the balance to approximately $169.00. I made a payment of $100.00 with a verification no. 714005; b) The Avenue - acct. no ending in ****; my credit limit was $300.00. I made a payment of $150.00 with a verification no. 109193; and c) Healthiplan - acct. no. ending in ****; m credit limit was $4,5000. My balance was $1, 247.00 and I made a payment of $200.00 with a verification code #******. 
  As of today's date, I have not received any documentation from Comenity Bank stating why there was issue with two of these monthly payments. I became aware of discrepancies when I attempted to make payments on July 19, 2022. I spoke with customer service associates for two credit card companies and no one was able to provide an explanation of why the payments were not honored. Instead, I was told to provide documentation from my bank verifying my statement of sufficient funds in my account 
  With the Healthiplan, I was informed that allegedly the payment was returned for non-payment and the check was returned. Therefore, an adjustment was made to my account to include the $200.00. WHAT CHECK? ALL OF MY PAYMENTS FOR ALL THREE ACCOUNTS WERE MADE BY UTILIZING MY CELLPHONE AND AUTOMATED SERVICES OF COMENITY BANK FOR THE LAST 18 MONTHS!!! 
  Enclosed are bank letters stating that I HAD AND HAVE sufficient funds ($1,000 plus) in my checking account when these monthly payments were authorized and no record of the return of an alleged check, etc. 
  RESOLUTION: Comenity Bank must provide written documentation to all three credit bureaus that the alleged failure to pay monthly on all three accounts were erroneously made by their credit dept. This must occur within the next thirty days. My credit score went from 685 to 665 due to this matter. I have worked very hard to increase my credit score and reduce my debt. 
  Sincerely, 
  ********* 
  *** 
  ********* M. ***** 
  BMO M Harris Bank 
  A part of BMO Financial Group 
  *** ***** ***** ****** ********** ** ***** Tel.: ###-###-#### Fax: ###-###-#### 
  ********* ***** 
  *** *** ***** *** 
  ************ ** ***** 
  
  

  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.

• Initial Complaint

  Date:09/21/2022

  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 received a letter in the mail stating that I had applied for a credit card (which I did not). When I called this institution, the person was very pushy and not very helpful. She tried to get me to verify my personal information, which I refused. Even after I had indicated that I did not apply for credit. Any reputable bank would have been concerned and forwarded me to their internal fraud department for an investigation. This has all the signs of fraud. I noticed that this inquiry appeared on my Experian credit report.

  Business Response

  Date: 09/26/2022

  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:09/21/2022

  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.

  Several months ago I was approved for a J. Crew Credit card which I have used several times with no issue. When I attempted to set up my online access to view bills, balances, make payments etc. I received an error message. Beginning back in August I have made numerous telephone calls to the bank in order to find out what was happening. Continuously I have been told they can see the account but cannot access it either and was told to call back in about a week (which has been done 2x per week since) I FINALLY received a statement in the mail which reflected a $30.00 late charge which should not have been applied per one of the representatives I spoke to as I had been trying to pay online and over the phone to no avail (this was the first statement I had EVER received) I called regarding this and was told the same song and dance and that I would need to either mail the payment or visit a store (nearest on 1.5 hours away) to pay and as of that point would still owe the late fee as they could not access the account so could not reverse it but would when this was resolved. I am VERY concerned as when I called the store in Nags Head, NC I was told they could not process my payment, making me more than a little concerned about mailing it as well--will it actually be applied?

  Business Response

  Date: 09/21/2022

  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: 09/21/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18056802
  
  
  
  I am rejecting this response because: This has been a standard reply to all complaints which comes across as auto reply. This company needs to address via direct action
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/21/2022

  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 go and pay my bill off far as I know the bill is paid all the way off they said nothing about a late fee I get a statement saying that I owe for 2 months of late fee which I never was informed that I had one late fee when I call Kay Jewelers they tell me there's nothing they can do about it because I have 2 late fees which I assume occurred after I paid the bill off and they did nothing to assist or even try to help they deducted $30 from a $80 late fee that I should not even had and not only that it put a mark on my credit report for something I had no knowledge of that they didn't even say when I went and paid the bill off that I had a late fee which I know for a fact I did not please contact me and help me this is wrong very wrong thank you have a great evening

  Business Response

  Date: 09/21/2022

  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:09/20/2022

  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.

  ******** Credit Card sent me a credit card with my name on it this Identity Theft. I have completed Identity theft affidavit this must be removed. I have reported this fraudulent debt of Identity Theft to California Department of Justice Office of the Attorney General, Federal Trade Commission, Consumer Financial Protection, This debt must be removed immediately

  Business Response

  Date: 09/20/2022

  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: 01/11/2024

  On, 02/15/23, ******** promised to remove a fraudulent item off all three of my credit reports. ******** still has not yet removed this fraudulent Item of my credit report. I have sent official complaints to the following Government agencies, California Office of the Attorney General, Consumer Financial Protection Bureau, and California Department of Financial Protection and Innovation. I need a letter from ******** stating the fact that ******** is sending me a letter stating this fraudulent negative item will be removed from my credit report. I am a victim of Identity theft.
  
  I need this fraudulent account removed off all three of my credit reports.

  Business Response

  Date: 01/11/2024

  We are Comenity Bank and Comenity Capital Bank. We received the
  additional 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:09/19/2022

  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 spoke with **** on august 18,2022, he stated you guys had system problems that's why I didn't know about my bill not being paid. I paid the entire bill a few weeks after, which I have a screenshot of. I got the card at Academy sports and outdoors so I could receive a discount on shoes ( I didn't want the card!!!). So when I called on august, I asked if I paid the entire balance could he take the fees away, he said yes. So I paid $240.06, why else would I pay an odd amount??? I called today spoke with ****** and stayed on this phone for an hour and 10 mins, just for him to tell me he don't know why **** did what he did. Team lead said they couldn't help me. Now I'm going to the better business bureau and report this as well, along with all social sites. I have spent hours on this issue for $40+ ????? This is unprofessional and ridiculous! Pull the phone recording from the date my payment was made with ****. Now I've been on the phone with ****** who states he and the team lead can't help me cause they don't have the ability to remove fees that i was told would not be there. I requested a call back was told you guys can't call people back that you can notate the system. I asked for supervisor to call me was told they can't call you back either. I believe with all the trouble that this bank is a scam and needs to shut their doors. I will be seeking legal advise on this situation. They should remove the fees as it was promised to me. I've already closed the card and paid my balance.

  Business Response

  Date: 09/20/2022

  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:09/19/2022

  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.

  On 9/1622 at 11:37 AM I have purchased jerseys worth $405 in Bossier City store. Cashier ***** offered me to open Academy CC with 15% discount . After inquiry to my credit I received only $15 off my purchase!!! I wanted return items and close account because I was mislead by cashier, I am sure she is incentivize by opening new accounts, and now my credit score will suffer and did not received 15% off. I would never open new CC for $15 off purchase! I have AMEX-that gives me 3 miles for every dollar. ***** told me she can’t take a merchandise back because first I have to pay credit card off. She tricked me to open card and then would not my merchandise back?! Manager ***** refused to look at the video , requested by me and sided with cashier believing that she said $15 … it was nothing to look at the video it just happened. I want my money back and inquiry taken from my credit history and closing of opened card.

  Business Response

  Date: 09/20/2022

  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: 09/25/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18036136
  
  
  
  I am rejecting this response because: Academy Sports pushed investigation on Bank instead looking at the recording from the store and see that Academy’s employee was miss leading me to open Credit Card for 15% discount while in fact I received only $15 discount. Academy Sports needs to investigate. I will accept response only when I see that ether I will receive remaining $41 (of promised 15%) or prove that the inquiry is removed from all three credit agencies and my Credit Card is closed. 
  
  
  
  Regards,
  
  
  
  ***** ******