Complaints
This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,452 total complaints in the last 3 years.
- 585 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/09/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a promotional balance in the amount of $534.26 due by 6/25/22 to Overstock. I paid:
$44.00 on 6/7/22
$250.00 on 6/11/22
$126.26 on 6/20/22
$125.00 on 6/25/22 totaling $545.26
They went ahead and charged me interest totaling $221.59 even though I paid off the promotional balance before the deadline. When I got my following month statement and i saw the interest charge of $221.59 I called in and spoke with 4 different representatives within a span of 4-7 days trying to rectify this error. I was told by each one that they would transfer me and they did but each told me to log onto my account and send an email and they would correct the error. Which I did send emails and no one ever responded to my emails. I gave the\m time since the website says they are having delays on responses. When I called today I was told there was nothing that can be done. I was told I took too long to call in, even though I called many times before and emailed as I was instructed. This is unfair and you can clearly see that I was making all these payments in June t pay off this promo balance. I would like that amount refunded to my account. This is extremely unfair.Business Response
Date: 09/09/2022
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:09/08/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
There were multiple fraud charges on my Comenity account which took about six weeks to resolve. After the fraud charges were finally reimbursed, I was charged interest on them. I have spent hours on the phone trying to resolve this and Comenity reps are unhelpful and often downright rude. It doesn't seem right to owe interest on a fraudulent charge that was reimbursed.Business Response
Date: 09/09/2022
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:09/08/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date: September 7, 2022
To: Better Business Bureau
From: **** ********* Jr.
Subject : Erroneous Billing
As a 100% disable combat veteran (Vietnam) suffering with PTSD, anxiety and stage four (4) kidney disease, my illnesses are being compounded by the billing department of ACADEMY SPORTS OUTDOOR, located at **** *** ******* ******* ***** **********.
On 5/8/2022, I made a purchase of $54.93 and I was advised that my Academy (**** **** **** ****) card was no longer active and I would be issued a new account card ending in #****. Exhibit A
On 6/2/2022 I paid the bill via Chase Bank, before receiving my new statement. Exhibit B
On approx. 6/19/2022, I received a statement for a new balance of $86.93 for account ending in #****. $54.93 plus late fee $32.00. Exhibit C
On or about 6/4/2022 I received a statement “DO NOT PAY” 54.93. Exhibit D
On or about 8/18/2022 I received a statement of a new balance of $128.46. Exhibit E
On or about 8/21/2022 I received a statement “DO NOT PAY” $54.93. EXHIBIT F
The account now is up to $170.00. Exhibit G
I’m being subjected to an erroneous billing and Academy needs to clear this matter.
Thanking you in advance and hoping for a resolution to this matter.
*********************
*** ********* *** ******* ****** ** ********** ###-###-####Business Response
Date: 09/08/2022
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:09/07/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Comenity Capital is reporting a late on my credit file. I was unaware of this late until I recently checked my credit. This late is from 7/22 . I don't even have a credit card for this account so I don't know how or why there was a balance or I'm being marked late. I have called and tried to get this cleared up with the bank and have been advsied on multiple occasions that this late remark would be coming off of my credit file and that I would receive a letter with confirmation of this however I have never received that letter. I am now trying to obtain financing and this is the only thing in the way. I never received any mail or notices about being late, partially I think due to the fact that my application was messed up by the person who filed it at the Camping Store. I need this late to come off of my credit file. I was not late, this was the banks fault.Business Response
Date: 09/09/2022
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.Business Response
Date: 09/09/2022
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:09/07/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The jewelry store Kay’s high percentage of interest rates that’s making card rise up 400s dollars a month and I pay 160 to 200 dollars a month I need this issue check out I will never finish paying on the bill.Business Response
Date: 09/07/2022
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:09/03/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company continues to charge me for stop payment on 3 different accounts that I sent in checks to pay off. Burlington check number **** for $776.02 check number **** Buy buy Baby $34 and check number **** Ulta $154.25 I paid all accounts in full and Comenity on August 11 said my bank Ussa returned the checks for stop payment
I’ve called my bank several times and the statement is false it’s no stop payment and none of 3 checks are showing cleared from my account and I’m being charged a late fee plus a return fee for each account. I also received letter closing my credit cards due to checks being returned by my bank which is false. I’ve had to pay late fee and I wasn’t late and the check were not stopped
I’ve reached out to customer service and did disputes. The company should be held liable for their mistakes and I don’t have late payments nor did stop payments on cards I was paying in full. This has stressed me out!
I need help and investigate this company and my bank has looked into it as well but showing nothing. This occurs te month of august 8/8 8/11 8/12 2022. Then if you talk to
Someone it’s a $9 charge and they still couldn’t help
It has my accounts all messed up and causing confusion and not being able to get assistance.Business Response
Date: 09/06/2022
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:09/02/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Comenity capital bank is falsely reporting on my credit report. I am not liable for this debt and do not have a contract with Comenity capital bank. They do not provide me with the orginial application like I asked. This is prohibiting me from achieving life goals as an adult with a family. I can't get employment opportunities because of this situation. I do not owe Comenity capital bank any money because I do not have a signed contract with them.Business Response
Date: 09/02/2022
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:09/01/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
BBB transcribed from hard copy complaint form:
I placed an order with Woman Within in July 2021. I returned it the next ay. Got bill from Comenity - I called to explain I had returned it. It took WW till Dec. 2021 to send the info to the bank. WW said bank would cut me a check. After "many" calls to bank I got a notice 1/25/22 they were researching it & it would take 90 days. Still nothing.
Business Response
Date: 09/02/2022
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:09/01/2022
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Have not used credit card for over two years. Account has maintained zero balance. Have requested repeatedly to close this account. Every month I receive a statement requiring the annual fee to be paid. I’ve spoken with several associates over the phone, they state that they will and have removed the annual fee. After this occurs, I am to call back to a different department that then closes the account. I’ve been doing this procedure since April 2022.
There is no resolution!!
I am 8* years old and I feel they are taking advantage of me!!!
I request help in trying to close my BJ’s credit card.
BJ’s Wholesale Mastercard…is charging me for fee upon fee on their credit card annual not anything I’ve purchased or ordered!!
Please help me rectify this situation!!
Thank you in advance, ******* *****
************
****************Business Response
Date: 09/01/2022
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
I have been waiting for Comenity-BJ’S Wholesale MASTERCARD to contact me on behalf of my mother ******* *****.
The credit card bill keeps going-up and up with interest fees! It is very disconcerting to receive these bills from an account that should have been cancel long ago.
My concern is, how long must we wait until this issue is resolve?
Thank you in advance for handling this matter!
**** *******
******* *****
Sent from my iPadBusiness 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.Business Response
Date: 11/01/2022
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: 11/16/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
I have received a letter from Comenity Capital Bank stating their findings, however, the actual request made by me to cancel this account has not occurred.
The apology is stated, however, they mention that BJ’s “Membership” is separate from the “Mastercard Credit Card”, when I reach-out to the phone number suggested….it is not possible to cancel the account.
This is a complete loop of confusion. All I truly want is to cancel this account now!
”Comenity Capital Bank knows exactly what I need and want and still I am making phone calls after phone calls.
please advise what is next…thank you
******* *****
************
Complaint: ********
I am rejecting this response because:
Regards,
******* *****Customer Answer
Date: 11/29/2022
To whom it may concern:
I- ******* *****, is very happy to let the BBB know that your efforts were spot-on!
I am fully satisfied with all of the work that was done.
I would like to let you know that yes,
I am finally happy with the result.
Thank you very much.
******* *****Initial Complaint
Date:09/01/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have 5 cards: boscod, avenue elite, burlington, bjs, & ulta. They call me constantly. There is confusion on their part. They may be credited other people's accounts. I use ****** and *******. They are not owed any money. I received a bill for Burlington for $117 but I haven't used the card. I pay my bills on time.Business Response
Date: 09/01/2022
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.
Comenity Capital Bank is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
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