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 869 Milford, OH 45150-0869

• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

• 

  Alliance Data

  PO Box 349 Milford, OH 45150-0349

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:04/09/2025

  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.

  i have been trying to reach this business because someone opened up an account in my name without my consent and I wanna get in touch with the business to know who did it, why , and where but they have yet to respond to any of my calls or messages, it is very hard to reach them, I want this item off of my credit its hurting me badly in succeeding in life

  Business Response

  Date: 04/09/2025

  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: 04/11/2025

  THIS COMPANY IS UNLAWFULLY REPORTING ON MY CREDIT REPORT. THEY HAVE REPORTED AN ACCOUNT THAT I HAVENT AUTHORIZED AND THEY WILL NOT RESPOND TO MY MESSAGES, GIVE ME A COPY OF THE CONTRACT, OR TELL ME WHO IS INDEED RESPONSIBLE FOR OPENING THIS ACCOUNT UNDER MY NAME, THEY KEEP GIVING ME THE RUN-AROUND EVERY TIME I CALL THEM TO GET ANSWERS.

• Initial Complaint

  Date:04/08/2025

  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 has charged me late fees for three months in a row. I send payment from my bank 2 weeks in advance of my due date however comenity holds on to the check 1 to 2 days after my due date and then charges me late fees. My bank tells me when the check is delivered which indicates comenity is holding on to my check past the due date.

  Business Response

  Date: 04/09/2025

  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:04/08/2025

  Type:Product 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 8/23/2024 my husband and I purchased 2 BROYHILL LEATHER WELLSLEY recliners. One of the recliners is faulty. It is NOT a manual feet lift. It has a push button on the right side of the recliner to make the chair go into a recliner position or down position. Around 2 weeks ago , I was going to recline and the chair went up and then stopped while still trying to recline. I pushed the button on the side of the chair and it would not go up or down. It was frozen in that position ( half up & half down. My husband paid $ ****** for EACH recliner. Now one chair is inoperable and it isnt even a year old and $ *****& is a lot of money for me to lose on a chair that I cant use. Some Big Lots (rumor) has gone out of business, however, some have not. I want an exchange or my money back. I am requesting either refund or exchange.

  Customer Answer

  Date: 03/28/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.  

   

   

  I purchased 2 ********************************** recliners on 8/23/24 from Big Lots in ******, Tx. One recliner stopped working about 2 weeks ago. The button on the right side of the recliners arm doesnt work anymore, therefore, the foot rest wont go back down. It has been said that Big Lots closed down. I still need a new recliner or a refund. $865 is too much to loose and Big Lots needs to fix this issue. I dont care if they are closed ( some stores in other ***** cities are still operating. Please help. I would also be satisfied with a refund.

  Business Response

  Date: 03/28/2025

  Thank you for sharing this concern with Big Lots. We are sorry to hear that this experience has not met expectations. Our goal is always 100% customer satisfaction, and if we miss the ***** we appreciate any opportunity to investigate and make things right.
  
  A member of ******** ************* Team has followed up with ******* ******** and reviewed their concern. We have advised Ms. ********* that due to our recent business announcement all items were sold as is. We have provided her the manufactures contact information who maybe able to assist her. Additionally, if she purchased the extended warranty, she may contact All State.  Big Lots considers this matter now closed.
  
  Big Lots thanks **** Gonzales for their feedback and the opportunity to review this concern.
  
  Thanks,
  Big Lots *************

  Business Response

  Date: 04/08/2025

  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:04/07/2025

  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 complaint is my **** seems to never go down, I talked with them, and they say I was behind a month. I need to catch up, so I paid what they asked, and my **** seems to still not go down but going up. I never would get it paid off like that.

  Business Response

  Date: 04/07/2025

  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:04/07/2025

  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 generator on 10/24/2024 and financed throught comenity bank dba bread pay in the amount of $800.36. Payments are ***** per month for 24 months at *****% APR. On February 28, 2025 I mailed them a check from my mortgage company in the amount of $727.76 to pay off the loan. Weeks went by and it wasn't credited to my account. I called my mortgage company ******************* **************, and they stated the check was deposited and cleared into their account. I called Bread Pay and they stated that they didn't accept checks and it was being returned to me but when I told them that I knew it had been deposited they said a supervisor would call me within 2 days. That has neve happened. It was deposited on March 12, 2025 to account number ********** to ********************* Box Number ***** Account of Payee - W/O Prejudice. I would like my loan paid off as it is very predatory and I just consolidated all my debt. The current payoff is $675.77.

  Business Response

  Date: 04/07/2025

  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: 04/21/2025

  ***** ********* <*******************************>
  Thu, Apr 17, 10:34 PM (4 days ago)
  to disputeresolution
  
  
  I have not received anything from Comenity bank. All I have received is that my next payment is due on my loan.   
  
  
  I Actually reached someone on the phone who was from the ************* and spoke English from comenity  Bank and she couldnt even find my account   
  
  
  I sent another email to them and telling them I am not going to make a payment and that they need to actually credit my account and pay off the loan and I have yet to hear from them
  
  
  ***** Armstrong 

• Initial Complaint

  Date:04/06/2025

  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 writing to formally dispute the account referenced under account number ********* that appears on my ********************** report. This account was opened without my authorization and constitutes fraudulent activity. I have no recollection of applying for or consenting to any agreement with CCB/ULTAUnder 15 USC 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of the judgment if I notify you in writing within *************************************************** documentation proving that I consented to this account. Without a valid, legally binding agreement bearing my signature, there is no basis for this account to exist under my name.Since this account was established fraudulently, I request its immediate removal from my credit report and that any collection activity cease. If you cannot provide proper validation within 30 days, you are required to delete this account from my record and stop further collection efforts.Please confirm receipt of this letter and notify me of the next steps to resolve this matter.

  Business Response

  Date: 04/07/2025

  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:04/05/2025

  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 was supposed to be signed up a hardship payment plan with lending club solutions through Comenity and never was. They were supposed to have automatic payments setup for 12 months and then my normal payments were supposed to resume. So while I thought I was ok I was actually being charged an additional $37 a month fees along with interest. Now they wont work with me to pay off the balance. I have called several times every time I call Im told that they dont have record of any of the past calls where I discussed thisinformation with them. I dont know how you dont have record of someone being signed up for a hardship program. There are over $300 in fees on the account and I just want them removed so I can pay the balance in full. 

  Business Response

  Date: 04/07/2025

  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:04/04/2025

  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 reviewed my credit report on my capital one card. I noticed my credit score kept going down and I couldnt figure it out. It says that I have had a Comenity capital bank credit card since January and I am a month late on a payment. This is not true I have never had a credit card with this bank or any branches under it. I would like this to be resolved so my credit score can go back to normal. Please get back to me soon I want to know if I should worry about identity theft.

  Business Response

  Date: 04/07/2025

  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:04/03/2025

  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.

  ****** ********** ************************************** March 31 2024 Subject: Formal Complaint Against Comenity Capital Bank children place Unfair Fees on Closed Account Dear *********** am filing a formal complaint against Comenity Capital Bank regarding an unfair and recurring charge on my closed account. Below are the details of my complaint:In November 2024, a store representative failed to process a return correctly, leading to incorrect charges on my account.I paid off the balance in full last month (March 2025) and closed my account, expecting no further charges.However, a $3 interest charge was never removed, and my account has continued to incur additional fees, now totaling $37.Despite contacting multiple supervisors at Comenity Capital Bank, I have been told there is nothing they can do since the account is closed.The banks lack of assistance and continued charges on a closed and paid-off account are unjust and unfair.I am requesting the following actions be taken:Removal of the $37 in unjust fees that have been applied to my closed account.Correction of any negative reporting to my credit history as a result of these unfair charges.A formal review of Comenity Capital Banks practices to ensure they are not improperly charging other customers in similar situations.I have made multiple attempts to resolve this matter directly with the bank, but they have refused to assist me. I would appreciate your intervention in resolving this issue.Please let me know the next steps or any additional information you may need. Thank you for your time and assistance.Sincerely,****** ********** ************ ***********************

  Business Response

  Date: 04/04/2025

  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:04/03/2025

  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 Whom it may concern,I am writing to express my deep concern regarding several unauthorized account with COMENITY CAPITAL/****** Account number: ************ Account balance: $0.00, which I have been unable to resolve directly with them. I have discovered that accounts have been opened in my name without my knowledge, consent, or authorization. This fraudulent activity is not only a violation of my privacy, but it has also caused significant distress. I expect immediate action to rectify this issue. I am requesting that the Better Business Bureau assist in removing this account from my credit reports.I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case.I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation.Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.

  Business Response

  Date: 04/08/2025

  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.