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 427 Milford, OH 45150-0427

• 

  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:09/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 10th 2022, I made a request for a Carters Credit Card. I was approved for a $500 credit limit. I then made a purchase on the Carters website for clothes with a discount and a final price of around $406. The payment initially seemed as though it were processes. On September 11th 2022, I received an email that the order had been cancelled. After speaking to the Carters representatives, it was made aware that the problem came from the Comenity bank side. On the 16th of September 2022, I contacted the Comenity bank service representatives. After speaking to them for over half an hour, they admitted that there was a glitch in their system that charged my credit for the order total, even though the order was cancelled on Carters end. This order is for clothes for my 5 month old. They told me the credit would be refunded to my account on the 9th of December, 2022. I told them this was unacceptable for me and that I would need those funds accessible immediately. They told me the only way was to increase my credit limit to which I responded I did not want to do because this would be a hit on my credit report. After 20 more minutes of debating this issue, I finally decided to let them increase my credit after being told it would be an easy process and funds would be available immediately. I called back later that day to confirm that everything had went according to plan and was told my request had been denied. After several attempts of trying to speak with their supervisor, I was disconnected time and time again. I would like an immediate use of my credit line or some other compensation for this problem that was disclosed on a recorded conversation was primarily the fault of Comenity bank. I would also like the credit hit from the original card and the second hit for a credit increase dismissed as I was unable to effectively use the credit and was lied to about the extension of my credit limit. I can provide any information regarding phone calls and emails.

  Business Response

  Date: 09/19/2022

  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: 09/20/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18037971
  
  
  
  I am rejecting this response because: It does not directly answer or resolve any of the issues mentioned. 
  
  
  
  Regards,
  
  
  
  ***** *************

• Initial Complaint

  Date:09/16/2022

  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 refund from Mahwah ford on 8/2/22 however it went to a closed account. that card was lost and destroyed by the bank. I was issued a new card. I contacted bj's Mastercard and explained what happened. they said they would transfer the refund to the new account. I have yet to receive this refund. when I called they said my refund was processed on 8/13/22. however it is not on my statement and they are refusing to process my refund to my account. the refund is $500

  Business Response

  Date: 09/19/2022

  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:09/16/2022

  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.

  Tuition Solutions Comunity bank put this account in a charge off
  the terms of the account were changed 300 dollars was added onto the original
  I dont owe anything. Did not know it was in charge off until sept 4. I was denied credit because of this.

  Business Response

  Date: 09/16/2022

  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:09/15/2022

  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 an email on 7/15 about a promotion that BJ's was doing for a mastercard that if you open you will get 50 cents off a gallon for the first 3 months the card is activated. I applied on 7/15 and the flyer said the offer was valid from 7/16-7/24. I was under the assumption that it would take some time for my credit to be checked, account created and my cards issued and sent to me. However, they are saying since I applied online on 7/15 I do not qualify for the promotion. I received my card on the 22nd or 23rd of July, which was during the promotion time and wasn't even able to use for the first time until 7/25. I can understand if I applied, received and used my card before seeing the promotion and then wanting this promotion and them denying me. However, I applied and then was issued and received my card during the promotion time. They are however saying since I applied online on 7/15 I do not qualify for this promotion. I literally used the link the promotion email to apply. I have emails going back and forth with them in which they wanted to look into it. I waited weeks and they told me that they will put me on the eligible list finally on Aug. 23rd. I then receive an email today, 9/15 saying that never mind I do no qualify because I applied on the 7/15. This was a complete bait and switch. I received my credit cards while the promotion was going on so I only was able to even start using my card during and after the promotion. I should be eligible for this promotion, not only because my cards were most likely issued between 7/16 and 7/20 since I received them on 7/22 or 7/23 which was within the promotion time-frame, but also because the company responded to me and told me I was eligible and would add me to the eligibility list but then backtracked on that. Utterly disgusted with how they handled this.

  Business Response

  Date: 09/16/2022

  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:09/14/2022

  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.

  After being notified by an alert on my banking account on Sept 8th, that there was a payment of $489.58 coming out of my banking account, in which the same amount came out the day before from Comenity Bank, (ACADEMY SPORTS CREDIT CARD). I was going to call my bank and let them know that I nor ****** (wife) had authorized but ONE payment for this amount and they took two. I instead, had my wife ****** *******, authorized user call Comenity Bank to see what was going on. I thought maybe it was a mistake on their end which was, and they could just refund the money bank into our banking account. So now I have a balance $0.00 with a credit balance of -489.58 on this credit card. Now it has been 1 week tomorrow, and I still have no refund of the over payment that was taken by this bank. I feel like I'm not getting nowhere. I've always stayed on good terms with my credit card companies, but never had this issue.
  - Sept 8th MORNING - spoke with ***** (guarantee money to be back in account by close of business day) conf#****
  -Sept 8th- EVENING spoke with *******- apologized said to give it another day
  - Friday Sept 9th- *****- Stated the refund has been requested still pending
  -Saturday Sept 10th- ****- Stated the refund to take an additional 5-7 business days
  -Monday- Sept 12th - ***** - stated refunds could take a couple weeks
  - Tuesday- Sept 13th- *** Stated refund it processing could take 10 days.
  - Wed- Sept 14th- Spoke with Rep. that states its still pending could take 7-14 business days unless my request expires.
  FIRST OF ALL, THEY ARE WITH HOLDING ABOUT 500$ FROM ME THAT THEY TOOK FROM MY CHECKING ACCOUNT . THEY DOUBLED DRAFTED MY ACCOUNT. PLAN AND SIMPLE. I WAS TRYING TO AVOID HAVING MY BANK TO RETURN THE PAYMENT. I THOUGHT I COULD COUNT ON THIS COMPANY TO GIVE BACK WHATS MINE. I Have a credit on my credit card. $489.58
  I want my MONEY.

  Business Response

  Date: 09/15/2022

  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:09/14/2022

  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 litany of complaints and issues I will be detailing here.
  
  First, I got a Smiles Generation Credit account 3 years ago. I was forced to pay 3,000$ for a medical procedure and they put it on a 900$ limit card and told me to pay it off. It tanked my credit.
  
  They didn't even send me the card either. Every time someone called to pay off the minimum, I paid extra and asked if I could set up automatic payments. They simply told me I could not and to have a good day.
  
  They'd call when I was working or it was early in the morning.
  Jump forward to 2 years later and the balance is down to 900$.
  
  Finally I was told from a helpful agent how I could make an online account and setup automatic payments using information on my billing statement.
  
  The online account is worse than the in person calling.
  
  First, I paid off the balance in full. It was pending for a day. The day after that, the account showed that no payments were pending and the balance was still the same. As though I never tried to make the payment at all. I tried to make the payment again, uncertain of what would happen. Two days after that, it began processing the full payments of both cards, which would leave me with a -900$ balance on the card, or a credit of 900$ on a card I didn't even have because they kept rejecting my orders for a new card.
  
  I called and explained that this was a weird situation, and that the account didn't show the processing 900$ balance and that it would never have occurred to me I could have a credit due back to me on a credit card, since it's not a bank. I was told it would take 3 weeks to get the 900$ returned to me. Which was an unreasonable time frame to be out 900$
  
  I called my bank and had the 900$ charge disputed. They were able to get my money back to me that day, thankfully. But now there's a 25$ charge on the card. They are also refusing to send me a card til my next billing cycle, so I can't even use it. And their help-line is a nightmare.

  Business Response

  Date: 09/15/2022

  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: 09/23/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18027298
  
  
  
  I am rejecting this response because: 
  
  
  The Credit Company reached out to me after 16 days of no response, and provided me with a broken link to what must be a generic PDF.

  They simply said "Here is some important documents for you."

  They've failed to address the overcharge or the misleading practices that would have resulted in that double charge being processed and the extremely long wait time for returning the double charge.

  No response has reached my inbox as of yet about the broken document link.

  
  
  
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:09/14/2022

  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.

  Back in late June 2022 an unauthorized charge was made to My BJ's Mastercard account. I notified Comenity Capital Bank and a new card was issued to me. Since then, none of the three payments that I made have been posted to my account. A payment of $134.39 on June 29, 2022, a payment of $174.66 made on July 6, 2022, and a payment of $132.68 made on July 13, 2022 all sent from my Virginia Credit Union bill pay checking account. I even had Virginia Credit Union fax copies of the payments to Comenity Capital Bank.
  Possibly the payments were applied to the old credit card ending in 0161 and not my new card ending in 4034. I have not made any additional charges to my account ending in 4034 since July 13, 2022. I have made several calls and tried to correct this problem but to no aval. My first call I was told they could only investigate the June 29 2022 charge because at that time the other charges were not past due. I have called twice since that time and was told no interest or late charges would be made. In a certified mail letter tracking # **** **** **** **** **** I sent to Comenity Capital Bank on August 16, 2022, I included a copy of my account statement that contained both interest and late fees. I made one last attempt to correct the problem on September 6, 2022 and all the representative wanted to do was argue with me about my account. I just want my payments posted to my account and the interest and late fees cancelled so I can close this Mastercard account. I am not going to deal with Mastercard or Comenity Capital Bank in the future. Thank you.

  Business Response

  Date: 09/14/2022

  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:09/13/2022

  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 have a credit card account with Comenity/IKEA. They have not reported my account to the credit bureaus in over 90 days. My information is not accurate. It shows I owe them $661; which in fact I owe them $139. This is ruining my credit. I have complained to them and they say they wont report for another 60 days.

  Business Response

  Date: 09/14/2022

  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: 09/14/2022

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

• Initial Complaint

  Date:09/12/2022

  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 O Club Membership was renewed in April to my Overstock CC with a due date in June. I didn't remember setting it up on auto-renewal; however, I am not disputing that. I tried several times to make a payment online and could not log in due to system upgrades. Also tried numerous times to call and got a message that their call column was higher than normal and to return the call later. Finally, on July 13, 2022, I was able to make the payment. I contacted Overstock about the late fees since I couldn't access their system and was told they would all be waived. I continued to receive statements and calls and was told to disregard them because they were still working on getting everything switched over. At least three times, I was told that the late fees would be waived. However, they were never waived, and four late fees were added to my account. I got two of them to be waived, but there wouldn't have been any additional late fees had the initial one been waived as promised.

  Business Response

  Date: 09/12/2022

  To Whom It May Concern

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

  
  Sincerely

  
  Overstock

  Business Response

  Date: 09/12/2022

  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.

  Customer Answer

  Date: 09/27/2022

  omplaint ID: 18005126
  ****** ****
  about 5 hours ago
  I received notice that my complaint was closed based on the fact that Overstock communicated with me directly, and I was satisfied with the results; however, I never received any communication from Overstock. This case should not be closed as it has not been resolved.
  Please advise.
  Thank you.

• Initial Complaint

  Date:09/11/2022

  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 05-05-22 I went to Washington Dental in City of Lomita for a routine check up. The dentist wanted me to complete dental work for 15 of my teeth. I am on a fixed income. I told him "no" after going home and thought about it. So I did not go through with the procedure. Then in June of 2022, I received a bill for $6,990 from Alphaeon Ophthalmology. it is a medical style credit card. But I never applied for the account and that amount is the exact amount my dentist quoted me for the dental procedure. The credit card bill never listed out what I bought or whom I bought things from. I had a friend (*** *****) write a letter to them saying I did not buy anything using their card, they wrote back and said that I have to pay for the amount and because my friend is not named on the card, they can not honor the request to stop the demand for the bill. Now I never give the Dentist the permission to apply for any credit card or even charge the credit card for service that I did not receive. Included are refusal letter from Alphaeon of stopping the request, a credit card statement not listing what merchandise I bought, a copy of unfilled out receipt from the dentist, not ophthalmologist as listed in the other letters.

  Business Response

  Date: 09/14/2022

  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.