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 869 Milford, OH 45150-0869

• 

  Alliance Data

  PO Box 349 Milford, OH 45150-0349

• 

  Alliance Data

  PO Box 580 Milford, OH 45150-0580

• 

  Comenity Capital Bank

  PO Box 319 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:08/19/2022

  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 have been charged two late fees and interest on my BJ's Comenity credit card for the last two months. Last month my wife called 3 times regarding the removal of the late fee which she was told they could remove since we have never been late for a payment. After continuously not seeing the late fee removed so that we could pay our balance; they have now charged me another late fee. Along with that they have charged me interest over the past two months. I called for our 4th call on 8/17/22 and spoke with customer service representative Auden whom told me she saw the requests for the removal of the late fees but it appears they were not completed. She assured me that she had completed removing the two late fees ($40 and $35) and that I would be able to see the update on my online account by today (8/19). The account still shows these late fees and I have tried calling multiple times today just to have them hang up on me after entering my account information. I have tried calling from different phones to verify it wasn't a phone issue but each time I enter my information, the call drops. I have also received a notification that this is going against my credit report which is unsettling.

  Business Response

  Date: 08/22/2022

  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:08/19/2022

  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.

  For the past 2 months, Comentiy BJs mastercard has not credited the payments that I made and have added interest payments and late fees to my balance. When I attempt to contact customer service, I am cut off after waiting an hour on hold (this happens every time I call, so it's not a fluke). Sending a message through the secure message system connected to my account has been ignored.

  Business Response

  Date: 08/19/2022

  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: 08/20/2022

  [
  I am rejecting this response because: it does not solve the issue.  I want the late fees and interest refunded, and my payment applied corrected. I also want an apology, which is petty, but seriously this is a problem that should never have happened.
  

• Initial Complaint

  Date:08/18/2022

  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 received a statement from Comenity Bank for $55 annual renewal fee to BJs membership. I did not authorize tthis renewal. I called BJs to resolve but they told me the bank had to take care of this, After a lot of waiting on hold I spoke to someone at Comenity who said on August 7th they would issue a refund of $55 and close my account, On August 18th I received another billing statement for $55 plus a $31 late fee now. They absolutely lied about refunding this fee. they are scamming people with these fraudulent charges stating signing up foe the BJ Master Card meant you would get automatic renewal on membership, No one in CS at BJs said that. I want these charges removed immediately. Dealing with Comenity Bank is the worse kind of scenario since they have no walk in banks and talking to Customer Service means nothing over the phone,

  Business Response

  Date: 08/19/2022

  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: 08/20/2022

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

• Initial Complaint

  Date:08/18/2022

  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’ve used credit card once to take advantage of a discount . I made payment over the phone with a agent . On time and paid entire balance . I get another bill with a late fee with a the entire balance not paid . I spoke again with credit company any paid entire balance and they waived late fee . I get a bill with a late fee balance and another late fee for the late fee . I’ve called this credit company multiple times and get a recording saying they are not operating with full staff.
  
  I’ve paid full balance with a representative before getting this last statement with late fees. I will not be responsible for paying this.
  
  The employees are not helpful .
  
  Documents show I paid the total balance

  Business Response

  Date: 08/19/2022

  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:08/18/2022

  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 08/08/22, Comenity Bank, ran my credit without my permission to see my credit score after being with them for almost a year. I did not ask for a increase or anything and have been paying on time since I received the card. They also decided to decrease my credit score with out letting know a thing. I received a letter in the mail

  Business Response

  Date: 08/18/2022

  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:08/17/2022

  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 July 12 I made several attempts to make a payment to comenity ultimate rewards. The site was down and the phone lines of course were busy. When I finally reached representative they immediately disconnected the call. The site had a message confirming that they were having issues. I was finally able to call and pay with the automated system but still even then had issues with the confirmation. I can provide my call log history to confirm several attempts to make a payment to the business. I emailed their customer service department to convey the issues I had with the payment system but was not given any resolution. I was charged a late fee and this has now been reported to my credit.

  Business Response

  Date: 08/18/2022

  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:08/17/2022

  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.

  Comenity Bank manages my Bed Bath & Beyond credit card account. I haven't been able to access my account for three months now. I cannot review my information online or make any payments. I receive an error message that they don't have a text number or email address for me on file which they do. Customer service has confirmed this. When I call, it takes at least 45 minutes before I get through to make a payment over the phone but I am not allowed to review my information because they are blocking me from accessing my account. Their tech team cannot help. The reps cannot help except to verbally give me info over the phone and have told me each time it will be resolved and many other customers cannot access their accounts either for many months. Comenity Bank is not trying to resolve this and offer no support to correct the issue. Would you kindly intervene to get this corrected? My account is going up because I refuse to make larger payments until I can SEE the details of my account. Thank you.

  Business Response

  Date: 08/18/2022

  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:08/17/2022

  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.

  Comenity Bank has kept my refund of over $400.00 from Enterprise Car Rental for approximately 2 months. Per Enterprises record they see two refunds issued to a Visa ending ****; one was issued 06/24 in the amount of $242.03 & the other on 06/30 in the amount of $177.36. I have attached two screenshots of this confirmation.
  
  Enterprise has provided this authorization number ****** of which I have passed on to Comenity 7 times. With this authorization number, the bank can no longer deny the credits exists, yet they continue to claim it will be 60 - 90 days to locate the refund.
  
  IN ADDITION THEY CLAIM THAT THE 60 - 90 DAYS WILL RESTART each time I call. So now, the 60 - 90 days which began when I called in June has now restarted again in AUGUST because I again called an told them where and how to find the refunds.
  
  Now the good part, I have already told them where to find the refunds. Both refunds have been put on my card ending in ****. A card which Comenity Bank replaced with card number ending in ****. Comenity Bank transferred all of the debt from card ending in **** to card ending in ****. They kept the refunds for themselves. They are keeping my money and continue to deny it exists.
  
  I am demanding that my refunds equaling over $400 be applied to my account immediately without further ado. I am also filing with the other entities which oversee the banking industry. I have contacted Comenity Bank over 7 times and it has taken countless hours to attempt to collect what is mine. I am still waiting.

  Business Response

  Date: 08/18/2022

  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:08/17/2022

  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 with this company. I lost my card and I reported it to them. They told me they would send a new card to me. Then I found the other card. I called and they told me I could only pay on the bill. I cannot make any charges on it. The account is currently frozen. It's been like this for two months. I never received the new card. I have contacted them several times and they are not helpful.

  Business Response

  Date: 08/19/2022

  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:08/17/2022

  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 had an account with Blair, a clothing company for women. The bank closed out all of the credit cards and is no longer accepting them. I had a balance DUE TO ME on my Blair account, I had overpaid. I called the bank and they said they would send me a refund. That was in July. I received a letter from stating that my refund was sent on mm/dd/yy. No date was given and I still have that letter. It has been over 3 weeks since I spoke to someone about this. I've tried to contact them, but I keep getting sent to an automated line that says if I want to discuss opening my account that they are not doing that and then it hangs up on me. I don't know where else to turn. I know $30 is not much to most people, but I'm on social security and $30 is a lot of money to me.

  Business Response

  Date: 08/18/2022

  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.