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:08/10/2022

  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 a automatic payment set up with the company for payment of $50.00 every 7th of month towards my balance, because I placed an order that increased my balance they took a payment of $100.00. That payment was not authorized for that amount nor were I notified beforehand.

  Business Response

  Date: 08/10/2022

  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:08/10/2022

  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 bj's Credit card that was wrongly closed. And they won't allow me to set up
  Hardship payment arrangements
  I was working at bj's open the card and was paying with no problem and due to health reasons stopped working and defaulted on my cards. I had no way to call I was not fully aware of things going on. I eventually gave my mother permission on the account and she started making payments. But they won't let me have a payment arrangement
  Some customer reps are extremely uncooperative and refuse to help me
  . And they can see my credit went from 800 to 510 in two months so something drastic obviously happened. ************** last ss#-****

  Business Response

  Date: 08/10/2022

  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:08/09/2022

  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.

  I, the consumer and natural person was denied credit by Comenity Capital Bank when I applied for $11,000 for a dental procedure with Dental Design Smile. I, the consumer entered into three credit transactions with Comenity Capital Bank that took place on March 7th, June 22nd and August 5th. The transactions was of no benefit to me. That action was a willful act to disregard 15 U.S. Code 1602p. This is solid proof of the unauthorized use of my credit card by Comenity Capital Bank. My credit card was charged directly by your company with willful intent to deny me of my right and defraud me of the money obtained through this transaction. As the cardholder my credit card was used to apply for credit. Each time I was denied my right to credit which is unlawful. I, the consumer exercised my right to credit in good faith and was discriminated against without the proper explanation. According to the Dodd-Frank Act amendments creditors are required to provide applicants with written valuations developed in connection with all credit applications. Comenity Capital Bank did not adhere to the ECOA or provide the consumer with where they got the information from that caused the illegal denial.
  I received a call from the CEO or Mr.B*****’s assistant who could not give me the specific contact information for Mr.B*****. He stated”I Could not call about my complaint, they were investigating and would get back with me”. The call was received from +1 (800) 820-8932 at 11:14am on 08-08-2022. I filed a complaint on this company with the CFPB and the gentleman said they had received the complaint and email I sent to Mr.B***** but he could not give me the next step or a idea of what I can do to keep track of my complaint. I called the number he called from back three times in 08-09-2022 but was told each time the call volume was high and to leave a message.

  Business Response

  Date: 08/10/2022

  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 rejecting this response because: Comenity has not made the necessary attempts to assist me with my concerns. Which is why I reached out to the Attorney General, FTC AND CFPB. I even emailed the CEO Mr.B***** twice and has yet to receive a response or investigation update. You have already proved to me the company is not trustworthy or capable of handling customer concerns. My next step is to file a discrimination suit on the company because I have did everything possible to address my concerns but Comenity has not offered resolutions.

• Initial Complaint

  Date:08/09/2022

  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 paid off my balance on the Blue Nile credit card on 04-27-22, for $369.90, over the phone. I requested that the account be closed and was told it would be. It was not. I kept getting late fees and minimum interest charges. I called again and worked out an agreement to pay a partial payment of $12.39, on 07-11-22 and rest would be waived and my account would be closed as I requested, again. On 8-5-22, I had to call again, as I had not seen any resolution to closing my account. The charges are still there and nothing has changed. The person I talked to on the phone said he would waive the $31.25 fee that has accrued and close my account. I should see the results online in 24 - 48 hours. The confirmation code that this person gave me was 1863. No change. My account is still open and charges are still accruing. I feel like Comenity is scamming me as I am getting no results and they keep charging me.
  They say one thing but it is just lip service. There is no customer service or it doesn't work. What I want is for them to waive all the fees they have been charging me and close my account.

  Business Response

  Date: 08/09/2022

  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.

  Customer Answer

  Date: 08/10/2022

  I am rejecting this response because: I have called and messaged Comenity multiple times, with no adequate response or resolution to my wanting to close my account. 
  they are sending me a letter? I’ll believe it when I see it. As I wait, they will still be adding interest and late fees on my account which Comenity agreed to waive fees and close my account in April 2022, but never did.
  

• Initial Complaint

  Date:08/09/2022

  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.

  Balance of $50.32 from purchase 5/25/2022 was payed by check through mail. Tried paying online but site was under construction. Check arrived and was posted 1 day after due date. I'm being charged $64.48 interest on current statement, due 8/20/22. I closed the account after receiving a statement showing first interest charge of $34.87. Never able to speak to anyone at any numbers listed. "High call volume, go to website" response to every call. Sent letters saying stop billing me interest charges. Bill was paid in full. Now they respond " your current balance is $64.48 and you will continue to receive monthly billing statements until any balance is paid in full". My credit rating is 815. I carry ZERO balances on cards. No mortgage, no loans, no car payment. Letter also says " We will update the following credit bureaus with our findings" and lists equifax, innovis, transunion and experian. What else can I do?

  Business Response

  Date: 08/09/2022

  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:08/09/2022

  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.

  July 2022, I received a notice involving credit in the mail with a company called, Alphaeon Credit. I am a victim of Identity Thief. I am disputing the validity of this debt. I don't know who applied for credit in my name and I don't know who received credit in my name from Alphaeon Credit. I cannot reach anyone at this company. I am going to make a complaint with the California Office of the Attorney General. and with Consumer Financial Protection Bureau. I hope to communicate and solve this identity theft situation as soon as possible.

  Business Response

  Date: 08/09/2022

  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:08/09/2022

  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.

   

  Re: 
  My BJ's Perks World Mastercard Credit Card Account Account #**************** In the name of ****** ********* 
  To Whom It May Concern: 
  On July 11, 2022, when we were unable to make an online purchase, we learned by telephone from a customer service representative (CSR) with Comenity Capital Bank (Comenity) that the address on our account had been changed on July 7, 2022 to **** ******** ***** ************* ** **********. 
  • We did not make this change. Furthermore, we were not notified by email or otherwise 
  for verification. 

  
  ****** R. and ****** M. ********* 
  **** ******** **** **** ********* ** ***** 
  ###-###-#### 

  
  August 5, 2022 - page 2 
  During this same telephone call, we also learned that a purchase for $1,088.77 was made from Natchez on July 7, 2022. 
  • We did not make this purchase. 
  • We later learned from the credit card statement that the telephone number for Natchez is 
  ###-###-####. 
  • A search online revealed that Natchez sells shooters supplies at natchezss.com. 
  The CSR indicated that ******** card would be canceled, and replaced in 7 to 10 business days, and ******** card which is linked to the same account, would remain active since it has a different number. 
  • 
  ******** card did not remain active. 
  It was obvious during this same telephone call that the CSR was working from home since there were children screaming in the background. 

  
  On July 26, 2022, because no replacement card had been received, Comenity was again contacted by telephone. We learned from that CSR that the address had not been changed back to the original address, and that the CSR did not know if a new card had been sent. 
  This CSR said that he would change the address and would send out a new card. 
  We had not been able to access our account online for weeks. We were finally able to access the account on July 26, 2022 to obtain our current statement. We also learned that another purchase of over $1,000 was made from Natchez. 
  . Please note that we did not make this purchase. 
  

  Following a discussion amongst ourselves concerning the lack of Comenity's security protocols and ability to follow through with “customer service”, we consequently, we hope, canceled all credit cards with Comenity. 
  Our account, again, has become inaccessible. Consequently, we were unable to make payment online of our balance due minus charges to Natchez. Please note: 
  ****** R. and ****** M. ********* 
  **** ******** **** **** ********* ** ***** 
  ###-###-#### 
  

  August 5, 2022 - page 3 
  • 
  • 
  Our check #**** for $2,6**.08 was sent to Comenity-BJ's Wholesale Mastercard, ** *** ******* ******* ** ********** on July 30, 2022. This payment was sent by USPS Priority Mail tracking #********************16. The charges to Natchez are not ours and were not included in this payment. We WILL NOT pay interest and late fees as a result of the inability to make a payment. We WILL NOT pay interest and late fees on known and unknown fraudulent charges. 
  

  
  Furthermore, as a result of not being able to access our account we have not been able to: 
  Verify the address of **** ******** ***** ************* ** ********** was removed entirely from our account and corrected to **** ******** ***** **** ********* ** 
  *****; 
  • Confirm that charges to Natchez have been removed; 
  • Verify other transactions on our account; 
  • Verify that all cards have been cancelled; and 
  • Obtain the balance due beyond the last statement date. 
  
  We expect institutions involved with Comenity Capital Bank and state departments responsible 
  for regulating Comenity Captial Bank to investigate their security and operational procedures. It is apparent from our experience that Comenity Capital Bank does not have the protocols in place nor employees trained to protect their customers against fraud. 

  
  And finally, given the current social and political environment, we hope the Fayetteville Police Department has the time and resources available to investigate. If credit card numbers have be stolen in order to purchase firearms and accessories, the outcome cannot be beneficial to anyone. 
  Very truly yours, 
  
  ****** R. ********* 
  
  ****** M. ********* 
  
  

  Business Response

  Date: 08/10/2022

  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:08/08/2022

  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 opened bluenile credit card which is corporate with comenity capital bank! That card is 12 months no interest and the credit amount is 18,000. I used all 18000 purchased diamond ring for my wife and I make payment every month on time. The no interest promotion end date is 7/15/2022. My last payment is on 07/08/2022, that day my remaining balance is only 1,400 usd. On 7/10/2022, I was trying to make the last payment 1,400. But their system is down. And then I was trying to login to again and again. Their system is still down and I can’t make payment online the whole July. Even in the beginning of august, their system is still down. Last night, 8/8/2022, finally I was successfully login to the account and their system is back. I was shocked and surprised I was charged the interest fee which is 5,200 usd! And my balance is only 1400, but interest fee is 5200. And it’s not my fault it’s because their system is down. I was calling the customer service they said they can’t waive the interest fee because I didn’t pay off all the Balance before 7/15/2022. They are robbery my money and even not talk nicely just keep saying that they can’t remove this interest. And keep saying that I can calling them to make the payment of last 1400. But I really don’t know I can make payment by calling them when the system shows it’s down just waiting the system back! The bank named comenity capital bank is big scam!

  Business Response

  Date: 08/09/2022

  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.

  Customer Answer

  Date: 08/16/2022

  Hi, dear bbb department,
  I really need your help. this scam company never wanna help me to
  resolve any problems, all they doing is kick the ball each other to wasting
  my time! They keep escaping talking about that I didn’t pay on time is
  because of their system is down. I really need your help to resolve this
  problem. Please help me! Really appreciate!
  
  Sincerely,
  *** *** ****
  Contact: **********
  

• Initial Complaint

  Date:08/08/2022

  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 entered my payment online authorizing only the amount of $30.00 I had a balance of $532.18 Comenity with drew the entire amount due, I called immediately and was told I would receive a refund by that Monday 7/11/22. It did not happen that was a big part of my mortgage payment it caused two nsf charges on my account also. I have called three times and sent an email and I have not received one response to my repeated attempts to get a refund. I had to borrow money to pay the bills this money was to cover. It is now 8/8/22 I called today, we see the notes on the account and thank you for patience. If you are up grading your systems and can't operate without causing harm you should shut down until it is complete and correct. Also I did not receive a confirmation for any of the payments I made in July which indicates how much I authorize for payment.

  Business Response

  Date: 08/10/2022

  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: 08/10/2022

  
  I am rejecting this response because: they have had over a month to do just what they state they are going to do Now I  first contacted them on 7/7/22 no response I called again a week later and then the same day I contacted the BBB I also sent an email through the contact us link so now they are going to investigate one month after my first contact date?

  
  

• Initial Complaint

  Date:08/08/2022

  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 paid my Credit card balance, that was listed on the statement in full, on July 15, which was before the due date. Now they are trying to charge me something called residual interest with no explanation.

  Business Response

  Date: 08/09/2022

  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.