Complaints
This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,461 total complaints in the last 3 years.
- 581 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/06/2022
Type:Billing IssuesStatus: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.
An employee within the store placed several fraudulent charges in Ohio. Resulting in me closing the account and reporting fraud. I’ve called and spoken to the supervisors Amber and Dawn. In particular Amber, employee # ****, informed me on 7/21 that she would expedite this matter. It should’ve been refunded within 48-72 hours. I’ve called back several times since then and the charge still remains on my account. I spoke with Amber again on 8/6 who ensured me it would be completed by 8/9. Please refund $142.93 & update credit rating prior to bill due date of 8/12.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:08/05/2022
Type:Customer Service IssuesStatus: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 several accounts with comenity bank and they are aware that it’s hard to keep records of payments when you pay them over the phone so I as many others pay online however there systems always down which causes you to be forced to call in and without information on the account they want to charge a fee and lie saying fees are waived when they are not and then they charge more fees and offer to waive a portion of fees when actually you don’t owe anything but the merchandise and because I fell for trying to take the financial credit option they have made hundreds of dollars off of me through the years and this is wrong. They refuse to credit the account and waited from April to August to let me know late fees where never waived as I was told there was no late fee and I have not charged any other items .Business Response
Date: 08/05/2022
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:08/05/2022
Type:Billing IssuesStatus: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 made a payment of my Boscov's credit card back in April 13, 2022 for $101.57, payment in full. My check has cleared the bank as a ACH transaction Check #*****. Comenity Capital Bank is saying that they did not receive my check and they are charging my account $35.00 a month for late charges. They did receive my check. According to the bill I received today I'm being charged $75.91 in penalties. I have been on the phone with the Comenity Customer Service Care Team (1-800-284-8155) and they insist that the check went to Capital one instead of Comenity Capital Bank. I sent my payment to Comenity in the return envelope with the statement provided by Boscov as I always have done. I never heard of Capital One during the time that I paid my monthly bills. I have submitted all of the paper work from my bank that is available and they can not give me a copy of the check because it was a ACH transaction, the bank destroys the check after receipt is recorded. I have sent a copy of my banks ACH Item Details printout, that clearly identifies the dates of check processing procedure and that the check had cleared before the payment due date. My bank manager assured me that there is no other evidence available and that those on the Comenity Care Team should recognize industry standard processing procedure's. The supervisor at Comenity insists that I provide a copy of the front and back of the check or I will continue to be charged and that they will take steps to notify all of the credit reporting company's to show that my account is late. I asked this person to identify himself and he refused to identify himself other than by C. J. Badge# ******* I called an office at Boscov's (and asked the name of the vendor that managed their payment collection prior to Comenity Capital Bank and the person said they didn't know and refused to discuss my situation. I'm lost. Do I need to retain a lawyer to protect my credit? I can send copies' of my evidence. Thank YouBusiness Response
Date: 08/05/2022
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:08/05/2022
Type:Billing IssuesStatus: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 account is reporting inaccurately, Please check and investigate the following information and update them it is showing Last Activity, Times 30/60/90 Days Late, High Balance, High Credit, Amount Past Due, Payment History.Business Response
Date: 08/05/2022
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:08/05/2022
Type:Billing IssuesStatus: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 a credit card with this company. For my first payment I sent an electronic check from my bank, Wells Fargo, on 2/7/22. Comenity cashed the check on 2/22/22, but they did not credit my account with that money. I have been battling them ever since, going around in circles, but this still had not been fixed. I have brought in Wells Fargo several times on three way calls with Comenity. I have provided copies of the check and the tracking information. I have also opened a police report at the advice of the Attorney Generals office. Comenity just continues to state they will investigate it.Business Response
Date: 08/05/2022
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:08/05/2022
Type:Service or Repair IssuesStatus: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 Green Bay Packers Mastercard was transferred from Barclays to Comenity in April of this year. Their contact number on the back of their card and website to this day continues to hang up on you each and every time you call making it nearly impossible to dispute transactions. I recently tried to get an answer to a question via secured message, to which their response was “call us” on the same number that hangs up on you. How can you run a credit card business and not accept phone calls? This issue has been going on for months.Business Response
Date: 08/05/2022
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 am rejecting this response because: the only phone number Comenity has provided both on their website and on the back of their cards hands up on you after the automated balances no matter what option you choose. I cannot speak to a human. When I’ve sent a secure message with my inquiries their response was to “call us at the number that hangs up. To date NO ONE from Comenity has reached out to me. They’ve made it virtually impossible to speak with them to take care of any business.Initial Complaint
Date:08/05/2022
Type:Billing IssuesStatus: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 7/20/22 I accidentally paid $21,026.00 to Comenity Bank for a balance owed on my Academy Sports credit card of $21.26. I called on 7/25/22 and was told a refund would be issued. I called again on 8/4/22 and a refund had not been issued. I was told during that same call that the matter would need to be directed to a different department and I would receive a call back. I did not receive a call back. As this is a very large sum of money, I am extremely concerned and this company has not been cooperating. I do not know what to do here.Business Response
Date: 08/05/2022
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:08/04/2022
Type:Billing IssuesStatus: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 haven’t been receiving reminder emails to pay my bill. I did realize I ever used this particular credit card until one day I recited a text message asking if I needed help paying my bill? I quickly logged into my account and saw I had a charge and late fee for my credit card. I immediately payed it in full. After that I requested the card be closed because it was to hard to remember to pay it with proper reminders like I receive for all my other bills. This company ignored my request and charged my another late fee that I have NO idea about. I thought I had payed it off. I had to find out about it by logging into my account. I communicated this to customer service and their reply was that I should check my email address. I am beyond angry and frustrated. I just want to pay my credit card bills. It should NOT be this difficult to receive reminders. I would like the last two late fee charges to be removed from my account since k had NO idea they even existed. The first fee was charged on 6/12/22. I received a text message to pay bill on 6/15/22 but the $40 dollar late fee charge had NOT been posted then. I payed the FULL amount owed on 6/15/22, the day I received a text message from this company. They hid that fee from me. Now it is up to $84.00. I want this fee removed. It is dishonest to charge someone without there knowledge and then make it seem like I’m the one at fault.Business Response
Date: 08/05/2022
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:08/04/2022
Type:Billing IssuesStatus: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 had my Academy card through Comenity Bank be subjected to Late Fees, High Interest and inability to pay due to being locked out of these site.
- I could not change my password, prompting an Error message
-I have not been able to get anyone on the phone
- There is no waiting queue for phone calls
- There is no way to message the Bank's customer service
- I have been called and mailed regarded payment but have NO WAY TO PAY
All the while, my balance and interest have been adding up and now I owe nearly twice what I did before. This is terrible service and closer to LOAN SHARKING than a legitimate banking institution. DO NOT USE THIS BANK OR THEIR CARD SERVICES, you will be stolen from.Business Response
Date: 08/04/2022
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:08/04/2022
Type:Service or Repair IssuesStatus: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.
Although I do appreciate investigating potential security concerns or irregular activity where it makes sense. Bread Savings are holding only $289.88 HOSTAGE AFTER I ALREADY TRANSFERRED over $6000 while I was overseas. I explained this to them on their secure email because I was in Africa for 7 weeks. However, they locked my account with less than $300 after I told them that all of the transactions were initiated by me. They told me to call when I returned. Today I was disconnected TWICE. First time was over 1 hour and 10 minutes and the second time 20 minutes.Business Response
Date: 08/04/2022
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.
Comenity Capital Bank is BBB Accredited.
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