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:08/16/2022

  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.

  Comenity Capital aka Bread Financial, is the issuer of the "Good Sam" rewards Visa. Approximately 2 months ago I was sent an email stating they were updating their systems, and accessing customers accounts might be impacted, which also "might" cause a delay in processing payments. I have auto pay set up through Comenity Capital's own website (which was done over a year prior to this update). I contacted them via phone 3x about the delay, to which no one returned my calls or sent me an email as to their status. My June payment never posted, nor did my July payment. I have consistently tried to log in to my account without success. I have been harassed by Comenity for not being up to date. When I finally was granted access to my account, their website stated that my bank information was incorrect. I verified all information with my financial institution including account number and routing number. Comenity's website refused to allow me to verify the information. I then attempted to make a payment through other means. Comenity will only allow payments either digitally or via phone through a bank account. Since I only have one bank account and Comenity refused to use it they threatened me with legal proceedings. I called their "customer support" telephone number listed on their website. The representative to whom I spoke with (apparently English is not a primary language), was reluctant to assist me in any way. I told them I want to resolve the issue of my "missed" payments, the representative told me to "just log on to the website to make a payment". I explained the problem 3x, with similar responses, upon asking for a supervisor, the rep was able to process a payment. I paid off my account and requested my account to be closed. I was told the it will still have a negative impact on my credit, even though it was their systems fault in not processing ant payment. I believe Comenity Capital uses predatory tactics against their account holders.

  Business Response

  Date: 08/16/2022

  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.

  Customer Answer

  Date: 08/18/2022

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

• Initial Complaint

  Date:08/16/2022

  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 called comenity bank to pay off my card in full. I spoke to a rep and I paid the balance in full that she told me of $427. Then the next month i received a email that i was late. There should not have been a balance on the card at all. I received fees that were eventually reversed. However, the biggest impact was to my business credit. I received late remarks on my business credit for an error that was not my fault. I am seeking to have the late remarks removed from my business credit report, Tranquility Homes LLC.

  Business Response

  Date: 08/16/2022

  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:08/16/2022

  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.

  Commenity has affected my credit by failing to honor our 60 month loan contract @ 9.99% interest. My required minimum listed on my statement went up from $202 to $330 for June, 2022. Yet, on the statement, there was a clause about continuing with the previous payments. Should I fail to do that, the interest rate would go up astronomically. I started the account Dec 6, 2021 to buy my wife a diamond for her engagement ring (Christmas after 20 years) through Blue Nile. Comenity finances for them. I made all of my payments on time paying $250 each month (Over the contracted amount).
  
  The problem occurred after my July, 2022 payment of $250. After the payment cleared, I received a late fee (I dispute that) and my account registered an amount past due (I also dispute that). At the end of the monthly billing cycle, my account showed as one month past due even though I'd paid on time and over the contracted monthly amount. That late payment status is in error and MUST be fixed. I must also be returned to my 60 month low interest rate (9.99%).
  
  I am a government contractor with a clearance and my credit score is VERY important. The reporting of this erroneous late payment by comenity dropped my score.
  
  I called Comenity's customer service and attempted resolution online. However, all I have gotten is rhetoric. As you will see in the attached billing statements the payments, payment plan, and notification of continuance are all there. A mistake has been made and, due to a lack of any due diligence or troubleshooting by Comenity representatives, it continues. I have interacted with them on more than one occasion over multiple platforms. This month, I was forced to pay their inflated, erroneous, "Total Due," to avoid further, escalated and unfair delinquency on my CBR. This is unacceptable and must be fixed.
  I've attached June and July Statements. My, "Plan," was changed from June to July. That's unacceptable.

  Business Response

  Date: 08/16/2022

  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.

  Customer Answer

  Date: 08/16/2022

  
  I am rejecting this response because: 

  Because this response is not curative.  It reflects the same wording of past interactions and correspondence regarding this issue.  While I appreciate the investigation, I've heard it before.  
  
  

• Initial Complaint

  Date:08/16/2022

  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 viewed my credit report and noticed that there are fraudulent accounts. This was not sent in error. I am consumer by law. Here are the details of the said inaccurate accounts, company name, balance & date last reported:
  
  Account Name COMENITY CAPITAL BANK Balance $1,236.00 Account Number *********

  Business Response

  Date: 08/16/2022

  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:08/15/2022

  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.

  MY email is ********************* but I don’t see we’ll so I’m using my wife’s email.
  I have tried and tried to close my Pay Account and remove my Sportsman’s Rewards Visa Card and they tell me NO because of some hold they put on my account but won’t tell me what or why but there apparently NO ONE THERE to remove my card. I have spent more than 3 hours on hold trying to fix this. PLEASE HELP. You may talk to my wife on my behalf. Her name is ****** ******* as I do not hear or see very well.Thank you
  Also, we paid a $46.00 bill through USAA checking online with a Commenity Cank Representative and Commenity Bank held on to the payment for 5 days before they processed the payment.

  Business Response

  Date: 08/15/2022

  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:08/15/2022

  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.

  On 7/7/22, Alphaeon Credit Card (managed by Comenity Capital) charged my checking account with $4,209.87 for payment in full of ****** ********* credit card (my daughter). We later explained to them by phone that they should have debit only for the monthly payment, not the entire credit card balance. They reversed the payment on my daughter's credit card and promised to send me a check with the difference of $3,914.87. After four long calls with Customer Service, nobody in Alphaeon Credit Card knows if the check was issued, where it is, or when I should expect to receive it. I do not have the money in my checking account, I do not have any check from this company, and I do not have a single claim number for my case with them. They hang off the phone when we call.

  Business Response

  Date: 08/15/2022

  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:08/14/2022

  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.

  On about end 4/2022-5/5/2022 I received dental work from AspenDental. Before I made ANY appointments I spoke with Heather in office to explain I could not afford a lot, she promised they would work WITH me. I had 4-5 visits and had 1 procedure done and was charged the top price. I went in to the dental office and explained my concern and Heather told me she would use a $230 coupon and wrote everything down on a printout she gave me and when I called Commenity Bank 7/22/22 spoke with Nick who transferred me to a specialist, Francisco who took down the information and gave me a false address to send information about the situation so it was sent the next day and was returned to me 8/13 unopened.
  I am still being charged more than I was told I owed and am being stonewalled. I had to go to another dentist to fix what they did wrong. I am legally blind.

  Business Response

  Date: 08/15/2022

  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:08/11/2022

  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 been getting charged $19.99 per month from **************** since 11/2021 on my Comenity BJS Wholesale Mastercard. I have never signed up for or authorized this service or charge. I do not even know what the service provides. Unfortunately, I only noticed this charge on my July 2022 bill. I called Comenity at ###-###-#### to let them know it was an incorrect charge. They said that I had to pay it, or I would be getting a late fee charge. I called the number for ****************, which was ###-###-####. I told them to immediately cancel this service. I told them that I never authorized this service. They sent me a letter of cancelation dated 7/21/22. I received another bill today for Comenity BJS Wholesale Warehouse Mastercard and the charge is still on my statement. The charge is dated from 7/10/22. Now i am responsible to pay this amount or get a late charge fee. I understand that I should have caught this months ago. It is definitely a scam, and I am out almost $180. There should be a mechanism for me not to be charged, for at least the July and August invoices.

  Business Response

  Date: 08/11/2022

  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: 08/11/2022

  I am willing to await their findings. If additional information is needed, please let me know. As I indicated, I should not be responsible for the July and August charges of $19.99 since I have indicated that they are in error.

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

• Initial Complaint

  Date:08/11/2022

  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.

  For the past three months I have been unable to access my online account with my interval credit card. Attempts to reset the password generate a glitch error message. Phone calls to the company tell me (1)the problem is my device- I went to library and tried on their computers with same result. (2) the system is being updated- after3 months I no longer believe this is true-any software glitch that takes that long to remedy puts people out of business! Each time I have used the process on the website, gotten the same error messages then placed a phone call- that takes a minimum of 30 minutes to get a live person who attempts to help reset the password or the account but can’t, is baffled and will not pass me up the chain of command to anyone who can resolve the issue

  Business Response

  Date: 08/11/2022

  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:08/11/2022

  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.

  I have been trying to pay a bill I have with overstock since July 2022. I've called their phone many times and was disconnected while waiting on hold for over an hour. I finally spoke with a representative who said I don't have a bill yet and that overstock is updating so their system is down. I waited, called again and asked their representative when the system update would be complete. The rep told me that no one knows. I said someone has to know. The rep told me that I don't know if I'm going to live or die tomorrow. I asked her to connect me with a supervisor and she disconnected my call after I'd waited for over an hour to speak with someone. I called again and spoke with another rep asking for a supervisor. That rep said she was connecting me with a supervisor and I was disconnected again. This happened in July. I waited and began again yesterday 8/1/2022 trying to pay this bill. No one answers the phone. Overstock sends me text messages asking what my problem is and when I try to explain in a text their live chat representative sends another text saying that since I'm not available I need to call their phone. I call their phone and get the same runaround about there being a long wait time and to press 1 to chat with a live representative. I pressed 1 to chat and again there impatient system cuts me off and says to call overstock because I haven't responded so I must not be available. This has been utter madness. I have never had such difficulty paying a bill. But if I ignore my overstock bill they will take notice and start charging me outrageous late fees and happily report to the credit reporting agencies to do their best to destroy my excellent credit rating. I've done all that I can do to stay in good standing and nothing is working. Please do something about these people. They're running a shotty shabby operation with their systems and their customer service reps are extremely disrespectful to their customers.

  Business Response

  Date: 08/02/2022

  Hello Whom it May Concern,

   

  Overstock has no recent contacts with the customer, may have
  contacted Comenity Bank. Overstock would suggest reaching out to Comenity Bank
  again, they have reported their systems are restoring.
  

  
  Sincerely,

  Overstock.com

  Customer Answer

  Date: 08/09/2022

  I have not received a return label for an item I purchased from overstock which I a dissatisfied with
  
  

  Business Response

  Date: 08/11/2022

  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.