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 889 Milford, OH 45150-0889

• 

  Alliance Data

  PO Box 408 Milford, OH 45150-0408

• 

  Comenity Capital Bank

  P.O. Box 120 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:08/26/2022

  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 made a $1,000 payment to Iddeal in error and asked my bank to dispute the transaction. After getting my $1K back, Iddeal raised my minimum payment from $124 to $248. I've called several times to resolve this and for them to fix the issue. The managers/supervisors and other reps I've spoke with assured me that the issue has been fixed and my minimum payment will go back to $124. It's been almost a month and my problem has not been resolved; my minimum payment is still $248 and not $124. A payment of $248 was still taken out of my account after so much back and forth with their customer service dept and after I've been assured many times that a payment of $124 will be taken out of my account and not $248. This has been a very frustrating situation and I want Iddeal to fix my account once and for all. I don't understand why they can't fix this issue in their system.

  Business Response

  Date: 08/26/2022

  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:08/26/2022

  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.

  Ive sent in forms for a disability claim since march 2022 and each time there has been a issue. They didnt receive the forms. I needed to send in a letter from my doctor and the hospital. Which ive done numerous times. Ive called about it with no help. No payments have been made on my behalf. So i called today to cancel and they wont even refund the fees ive been charged. I have two accounts under account assureForever 21 and expressThey just keep resending the forms

  Business Response

  Date: 08/26/2022

  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.

  Customer Answer

  Date: 08/26/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17777701
  
  
  
  I am rejecting this response because: this isnt a resolution
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/25/2022

  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 attempted to call Gardner White and Comenity Bank to have interest in the amount of $292.46 credited to my Comenity account. The new statement has interest in the amount of $9.42. The credit should be $301.88.
  
  On June 27, 2022, I tried to call and go-on line to schedule a payment with Comenity Bank. They were not accepting any phone calls and the system on-line was under construction and it stated they would credit all payments. (I have attached document showing the system was unavailable).
  
  I have attached a copy of the payments I scheduled.
  
  I had a payment due on 6/10 in the amount of $56.00.
  2 promotional balance due 6/27 $51.00 and 6/28 $792.38.
  
  The first attachment the payment was scheduled on May 23, 2022, to process on 6/9 in the amount of $66.59.
  The second attachment the payment was scheduled on June 16, 2022, to process on 6/28 in the amount of $792.38.
  
  I tried to go in to schedule an additional payment, the system was down, and I tried calling the customer service number and they were not accepting any calls. I was checking the system daily.
  
  I should not be charged with finance charges in the amount of $292.46.
  
  I called Comenity Bank at least 5 times. I was hung up on and finally a manager by the name of Joan stated no adjustments can be made. Of course, the company has no Vice President or CEO. She stated the phone & on-line system was operational.
  
  So, then I called Gardner White in Auburn Hills, spoke with an ****** she stated she was aware of the problems customer were having with payments & interest charged by Comenity Bank. She took all my information and stated she would reach out to them and call me back. Gardner White is very aware of the problem with Comenity Bank. I never received a call. I called again, spoke with her supervisor who stated she would be in the next day, and she would call. Of course, no call back. The manager stated they are unable to assist in this matter. So, I finally reached ****** she stat

  Business Response

  Date: 08/25/2022

  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

  Attached is the letter I received from Comenity apital Bank.
  
  They have credited my account $309.88.
  
  Thank you.
  
  ********* **********
  5###-###-####
  

• Initial Complaint

  Date:08/25/2022

  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.

  as a consumer by law, this account needs to be deleted immediately under the Federal Laws for it violates the following:
  
  1. 15 USC 1681(a)(4) “Infringed Upon a Consumer’s right to privacy” and Under the GLBA, I never gave you (a non-affiliated 3rd party) consent to have my non-public personal information reported. Credit Reporting Agencies are 3rd party non affiliate.
  
  
  2. According to the IRS website, a charge off is a cancelled debt and is not supposed to be on my consumer report. It’s considered income, and income cannot be reported on a consumer report since the debt was charged off. You need to provide the FORM 1099-C cancellation of debt which shows that the debt was written off. How can your company keep asking for a debt that was written off?
  
  3. under 12 U.S. Code § 1831n - Accounting objectives, standards, and requirements- this is deductible from your company’s taxes
  
  4. Under 15 U.S Code 1605(a) If a Finance Charge was included which is the sum of all payments There Should be no late payments on this account.
  
  Lastly. as per FTC guidelines reporting this account in my consumer credit report is a form of collection activity
  
  Your company’s continued reporting of this derogatory item will be considered “willful non-compliance” due to the previous notifications and your continued disregard of the law.
  
  Cease and desist ASAP and delete this account from my consumer credit file.

  Business Response

  Date: 08/25/2022

  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: 08/26/2022

  
   I am rejecting this response because:

  This account needs to be deleted immediately under the Federal Laws for it violates the following
  
  1. 15 USC 1681(a)(4) “Infringed Upon a Consumer’s right to privacy” and Under the GLBA, I never gave you (a non-affiliated 3 rd party) consent to have my non-public personal information reported. Credit Reporting Agencies are 3rd party non affiliate. 
  
  2. A charge off is a cancelled debt and is not supposed to be on my consumer report. It’s considered income, and income cannot be reported on a consumer report since the debt was charged off. According to the IRS website, You need to provide the FORM 1099-C cancellation of debt which shows that the debt was written off. How can your company keep asking for a debt that was written off? 
  
  A charge off /collection account should not have a balance therefore it needs to be deleted.
  
  3. under 12 U.S. Code § 1831n - Accounting objectives, standards, and requirements- this is deductible from your company’s taxes
  
  4. Under 15 U.S Code 1605(a) If a Finance Charge was included which is the sum of all payments There Should be no late payments on this account
  
  Lastly. as per FTC guidelines reporting this account in my consumer credit report is a form of collection activity
  
  Your company’s continued reporting of this derogatory item will be considered “willful non-compliance” due to the previous notifications and your continued disregard of the law. 
  
  Cease and desist ASAP and delete this account from my consumer credit file.
  

  
  

• Initial Complaint

  Date:08/24/2022

  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.

  Did not receive statements for months, I called the number on my BOSCOV’s card and was told by a representative that statements only mailed if there was a balance. Some to Henry on 7/21/22 told me if I paid $2.46 I would have zero balance and to call in a few days(he stated he would note the account) to have late charge removed. Called 10 times since, finally talking to Agnes who saw the issue and would connect me to a supervisor. Then disconnected after an hour wait. Still no resolution. Tried customer support at Commenity, I sent a dispute letter to them ******* ****** *********** ***** with no response. I am also sending this information to the corporate office. Thank you.

  Business Response

  Date: 08/25/2022

  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:08/24/2022

  Type:Order 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 8/15/22, I completed a credit application for a BuyBuyBaby Store Card through Comenity bank and was approved for a $4,000 line of credit (see attachment). On 8/21/22 I received the card showing only a $500 line of credit. This is NOT what I agreed to when continuing forward with the card and there have been no changes to my credit in the last 7 days. This is a bait and switch. I am requesting my credit line be increased to the 4k originally promised at time of application.

  Business Response

  Date: 08/25/2022

  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: 08/25/2022

  I am rejecting this response because: This in no way addresses my complaint. Furthermore, a message from their customer service department separately reflected me not having to pay on my balance (this is a brand new account with no balance) confirming it’s just a blanket, canned response with no real assistance provided. Requesting a REAL response directly addressing my compliant and fixing their bait and switch error.
  

• Initial Complaint

  Date:08/23/2022

  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 have a credit card account with MyBj's perks and I paid $6,500 on July 1 on my account, which was an electronic transfer through bill pay. I have been assured on several occasions by M&T (2 attachments) that BJ's did receive my funds but the payments are not reflected on my account. I have been trying to get this issue resolved for more than 3 weeks with no avail. The credit card company has not responded with any information to inform me when this payment will be reflected on my credit card account. Each time I call and am able to get through to a live Rep (after waiting on hold for at least 30 minutes), they just repeat that they cannot find the payment. This has been an exasperating experience.
  Please help.

  Business Response

  Date: 08/24/2022

  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: 08/25/2022

  I am rejecting this response because this issue has persisted sine July 1st. There should be some priority placed on my complaint because of the magnitude of the payment that I made ($6500). The letter I received from Commenity bank was that the research could take 60-90 days which will make it almost 5 months since the company would have held my payment.  This time frame is unreasonable since I have been calling and complaining for weeks.  
  

• Initial Complaint

  Date:08/23/2022

  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.

  Bread Financial did not accept my application without further details. I submitted everything requested including a copy of both sides of my driver's license and social security card as well as unredacted bank statements via expedited mail. They emailed me and turned me down for an account without explanation. I called them and they would give me no reason and suggested I apply again using a new email address. I pointed out that the same thing would happen if I provided the same information and the person did not know what to say. I have excellent credit, cash flow and assets and I recently opened accounts with Capital One and another bank without incident.

  Business Response

  Date: 08/24/2022

  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: 08/27/2022

  
  I am rejecting this response because: 

  The bank already rejected my application and so therefore already has the information they need to respond to this complaint. Also, I cannot accept a response if it only commits to responding and promises no further action. The very nature of the complaint is the lack of responsiveness, transparency and reasoning re: their rejection of my application. 
  
  

• Initial Complaint

  Date:08/23/2022

  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.

  One of my daughters used my credit card without my permission and made a charge using her own information and phone number I contacted Comenity Capital Bank and they sent me a letter stating that it’s going to take up to 90 days to investigate but in the meantime they’re still charging me for the purchase and interest and I’ve waited more than one hour to speak with someone and this is really stressing me out

  Business Response

  Date: 08/24/2022

  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:08/22/2022

  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.

  I have been a Zales customer for years and have spent a great deal of money on Jewelry. My complaint is that (I acknowledge that I went over 1 month on terms) I logged in to pay off my 700.00 balance and see that my new balance is now 1100.00. This is because of the almost 560.00 interest charges applied to my account. I have never missed a payment or not paid off my balances early and I get hit with 29.99% interest rate??? I called the Zales credit card (comenity bank) line and was told that there was nothing that can be done (the gentleman I talked to was polite and appeared to try and help me). I am a disabled Veteran that suffers from a brain injury and have major memory issues and that's not your fault, but that is the reason why I was off a month on my payoff. I can't believe that Zales (comenity bank) could not / would not either eliminate that ridiculous charge or could have at least lowered it for a long-time customer that has never missed a payment. Zales (comenity bank), you have officially lost a customer and hopefully, more people will read this and take their business elsewhere because being a loyal customer to you, does not have any benefits except for charging your customers an absurd interest rate. Please do the right thing here, I have no problem paying a portion of this charge because it is my fault, but hitting me with that rate is just ridiculous. I was told when I called in that If my account had been in default and collections then they could negotiate a payoff balance, but will do nothing for those that actually pay their accounts on time.

  Business Response

  Date: 08/23/2022

  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.