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.

close

Find a Location

Comenity Capital Bank has 136 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 427 Milford, OH 45150-0427

• 

  Alliance Data

  PO Box 349 Milford, OH 45150-0349

• 

  Alliance Data

  PO Box 889 Milford, OH 45150-0889

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:08/08/2022

  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.

  1)Roaman’s is billing me for items that were returned.
  2) I have called customer service numerous times and all I get is incompetent reps that cannot speak english and cannot find my account.
  3)A new credit card with 16 digits was supposed to be mailed out to me AND THEY NEVER mailed it to me.
  3)I want to file a dispute on the charges with Roaman’s Comenity Credit card and customer reps are refusing to give me any information.

  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

  My request is to file a dispute on a charge that is on my comenity credit card with Roamans. Comenity did not address this issue. Instead, Comenity sent me a letter informing me about ‘shipping labels.’

  I have called the Roaman’s Comenity Bank credit card phone number for several months. All I get are customer service reps who cannot speak english and say, “I don’t have access to your account.”

  This is a Comenity Bank credit card problem.  Comenity Bank needs to have an english speaking, well trained representative call me.
  
  
  
  Regards,
  
  
  
  ******** ********

• Initial Complaint

  Date:08/08/2022

  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've been enrolled in a debt management program for many years (comenity bank being 1 of my debtors). My account is automatically withdrawn to pay them every month and ive never missed a payment. April 2022, comenity marked my account as 30 days past due without any notice being sent. My credit score dropped significantly because of this. I do not have control over my auto payments as my debt program withdraws my money and releases the funds to the debtors. I asked comenity to send me a statement from june 2021-june 2022 so I can see why this one payment was marked as late. Instead they sent me one statement of a payment in May 2022. I asked them again and they refused, saying they couldn't do it (without an explanation). I was told to go online to view my account however I cannot gain online access since the account is closed/inactive. They significantly hurt my credit by marking 1 payment over the the past few years, as late, again with no warning or notice and they refuse to send me proof/receipts of all payments and due dates for the past year so I can see why 1 of at least 50 payments, was marked as late.

  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:08/08/2022

  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 called this organization to inquire about interest being charged on a supposed 0% interest account. I also observed a statement that said I had transfer balance. I was greeted by extremely rude employees who advised they didn’t know what the fees were for and had never seen them before. The associate I was speaking to place me on hold and stated it was an error and that the bank must have fixed it. This makes no sense, I purchased one necklace, and ended up falling in love with it so I purchased my wife a similar one. On purchasing the new one I paid the old one off in full! They placed the new necklace on my 0% interest promotional offer but appear to be charging me from the paid off necklace. Once I asked them about the error, I was advised the manager “closed out of my account” when asked to Speak with a different manager I was hung up on. I am filing this complaint because I want all of the additional erroneous charges removed, and I want this bank to stop charging made up fees to citizens, stop intimidating patrons with long wait times, and treat customers with some dignity.

  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: 08/09/2022

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

• 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.

  BBB transcribed from hard copy complaint form:
  

  
  On 5-25-22 I called comenity Bank & spoke to someone named Adriana who adjusted my account in the amount of $30.30. She also told me my remaining balance/payment for 5-3-2022 would be in the amount of $90.55 which I wrote a check for this date & it was mailed this same day. Then 6/2022 I get a statement in the mail fo r$1.33 then another statement came 7-25-22 for $4.66 which includes accumulating interest.

  Business Response

  Date: 08/08/2022

  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:08/07/2022

  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 5-13-2022 I purchased a Ninja coffee pot from Bed Bath & Beyond (BB&B); during the checkout process, I was offered a $20.00 statement credit if I applied and was approved for a store credit card. I applied and was approved, however, upon receipt of my 1st statement the $20.00 was not reflected so I made a payment of the balance due less the $20.00 credit that was offered upon opening the store card account, thinking it might take more than one statement cycle to be reflected. In the meantime, on 6-6-2022, I telephoned -Comenity Capital-BB&B customer service to attempt to receive an explanation regarding the missing credit. They told me I would need to speak with BB&B Customer Service for resolution. When I talked with BB&B Customer Service they told me I would need to speak with the Billing department, after the Billing Department explained it was not their issue, I attempted to contact Comenity Capital once more. For several days their phone system and website were down for "upgrades" and I was unable to communicate with anyone. By this time I was approaching the deadline to make a payment and since I did not receive any satisfaction from any of the service associates, I attempted to make a payment of the balance (the credit of $20.00 which was not received, AND a 2.00 minimum FEE) the morning of 6-21-22 and find that the website was not responding with my payment information. I telephoned Comentiy Capital via telephone and spoke with a customer service person (who had a crying baby in the background) and was told there was no late fee being assessed but she could not help me with my issue. In the next statement received it STILL DOES NOT REFLECT the $20.00 credit AND IT NOW HAS A LATE FEE OF $22.00, a MINIMUM INTEREST FEE OF $2.00, AND NOW A TOTAL BALANCE OF $46.00. I am totally fed up with companies that fail to honor an advertised promotion that the CFPB calls DECEPTIVE MARKETING. I want a credit for the total balance due on my credit card statement.

  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:08/07/2022

  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.

  This credit company has failed to make their website functional for processing payments and redeeming rewards. In the past month, I was charged a late fee for not making a payment, when I literally couldn’t due to their non-functioning website.
  I also have been trying to redeem my rewards (over 10,000 points) to no avail. I have reached out to the company several times and only received a scripted response with no details or attempts to rectify the situation.
  This goes beyond a simple complaint for me. This has disrupted my day to day as I am constantly worried I will be charged more fees for late payments when the website won’t allow me to make one! Also, my rewards are hanging in limbo when I need them the most.
  Please help me and the potential thousands of customers experiencing the same issue with this unresponsive, fee stealing, company.

  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:08/07/2022

  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 always paid my bill online.. I logged on to set up a payment for the upcoming bill, I get an email concerning a pymt due as well as a paper statement--I go online and see close to $2000 charged to my card--after several different prompts was able to talk to a person in the "fraud" dept.-- a lady advised they were "closing down" the acct after we discussed several different items that had been charged and I denied having any knowledge of said chrgs..
  They (Comenity) would get wth me after their investigation.and they would send me a new card.that was mid July--about 2 weeks later I rec'd the new card--I did not however; activate... -since then I have rec'd (2) addt'l "NEW" cards---WOW I am not opening any accts until this matter is resolved...
  HAVE NOT HEARD A WORD, nor have been been able to talk to anyone no matter what number I called,-- frustrating now since I have not been able to communicate with anyone at Comenity I face a possible late charge--I am not paying anything until I hear from the bank and get some resolution on the account..
  Can you provide any assistance or helpful advice
  Regards,
  ****** *****

  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:08/06/2022

  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.

  They are SCAMMERS!! I paid 2 days late ONCE I paid the $30 penalty & signed up for direct deposit MISTAKE which ruined my checking account as they overcharged me & my bank froze my account bc it’s over the amount of my usual purchases so they thought it was fraudulent. When I FINALLY got my checking account situated they tried charging me ANOTHER late fee after overcharging ME!! I’m over these ppl. They totally ruined my credit. I pay them what I owe them every month but they continue to charge me all these interests and penalties for THEIR mistake! They even admitted to overcharging me when I called to resolve the matter and was told if I paid them an additional $30 on or before August 7th on top of my normal $29 payment they would adjust and correct my account issues. I am including all screenshots of the transactions. I paid them $60 on August 7th they say I owe them $170. You will see the ONE time I paid “late” which was in June. I ALWAYS try and pay more than the minimum due every month so I shouldn’t have been charged ridiculously anyways because I’m always paying these people more than what’s due. They took out $120 in July…. IF I owed them the late fee plus payment then they should have charged me $59.. HOWEVER when I signed up for ACH direct deposit the agreed amount to take out per month was $35! I’m also including that. My bank froze and closed my account because they had no idea who was charging me at the time, neither did I! I’m hoping all my evidence and screenshots helps me resolve this matter as I’m on a fixed income and I cannot afford for this bank to unfairly and unjustly rob me!!

  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: 08/11/2022

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

• Initial Complaint

  Date:08/06/2022

  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.

  My Ultimate Rewards MasterCard offers 1 reward point for every $3 spent outside of Ulta. On the June 22 2022 statement my purchases totaled $946.10. Payment was due July 11th. I made an early payment on July 6th. The Statement period closed on July 19th. Points are issued 5 days after the statement closes. To date, I have received no points for the June 2022 statement period. I contacted Ulta and was told to contact The card issuer. I contacted Comenity on August 2 2002 and have not received a response back. They are denying me points because I made an early payment.

  Business Response

  Date: 08/08/2022

  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:08/06/2022

  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 owed $1880 in my Sephora credit card and comenity reached out to me for a payment and I requested a settlement with a reduced amount so from $1880 it dropped to $1600. I scheduled 3 payments ($544.66x2, $544 even) , 2 in May and the last one in June. I don’t have a debit card so I used my sisters debit card to set up the payments. She did not have enough to cover the last 2 payments but I did give her the amount I needed so when she made the deposit I called comenity right away so they could try the card again. BOTH times they said it went through. During the last phone call for the last payment I asked “I’m not making payments, right? I don’t owe anything else?” And she said “no, you’re good after this.” So I thought I was done but then I started getting calls again saying I’m past due and need to make a payment? They said I still owe $358 and that 2 of my previous payments didn’t go through. But if that were true then I would have to “owe” more? And they said their was no proof of the settlement. So I was transferred to someone else and he said the 3 payments did go through and I don’t owe $358 but $404!! I’m so confused as to how these people are looking at the same account and have different numbers and responses. They say when they call “this call might be recorded for quality purposes” well if that’s the case why don’t they look up all the conversations I’ve had with them? They say”I’m going to make a note of this in your account” well where are all those notes?? No notes of anything?? I was promised a settlement, I paid the settlement and I will not make another payment because THEY messed up. I spoke to someone this morning and she said “you’re refusing to make a payment”, NO I already PAID and you’re asking me for me. This is Fraud at this point. Where did my money go if they claim they don’t have it?

  Business Response

  Date: 08/08/2022

  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.