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 869 Milford, OH 45150-0869

• 

  Alliance Data

  1103 Allen Dr Milford, OH 45150-8763

• 

  Comenity Capital Bank

  PO Box 319 Milford, OH 45150

• 

  Comenity Capital Bank

  745 Center Street (former) Milford, OH 45150

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:08/04/2022

  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 found a fraudulent purchase from Amazon.com of $15 in June 2022 and again in July 2022 on my Ulta Comenity credit card. On July 21, 2022 I called Ulta Comenity and reported these fraudulent purchases to their staff. They kept me on the phone for 45 minutes and then hung up on me. I then sent 2 messages explaining the fees and reported the card stolen. I then put a hold on any purchases on the Ulta Comenity card. I tried calling Ulta Comenity today after they responded to my messages that I should call them and discuss with their agents. They I was locked out of my credit account. I don't know what to do now. I can't reach anyone in person to find out what's happening with this issue and I still have a balance on this card. I have no control over this account and I'm locked out. Please help me!!

  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: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 August 3, 2022 an unauthorized/fraudulent charge of $278.51 from Comenity Capital Bank to my personal bank account occurred. I contacted customer service at 1-866-841-5037 and was transferred to four different representatives who could not transfer me to a manager to find out where the charge came from or why it was charged. The call lasted over 1.5 hours, most of which I was kept on hold. Customer service continually told they could not see the charge, and that I should contact my bank to deal with the issue. Customer service did not take this fraudulent charge from their company seriously, and would not transfer me to any management to discuss the issue. I told them I would contact my bank, but needed information from them as to where the charge came from, and why/how Comenity Bank took money from my bank account without authorization. It’s not an amount that I owe or is owed. Customer service would not escalate the issue, and said there was no one else to talk to because they didn’t see the charge on their end (which would be my Sephora Visa card account). The last representative from Comenity Customer service I spoke to was Kimara and her reference # is ****. She refused to transfer me to a manager and insisted that I speak to my bank to handle the issue of Comenity removing the money from my account without authorization.

  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.

  Customer Answer

  Date: 08/17/2022

  Good morning,
  Thank you for your attention to this matter, I have received the emails with instructions of what to do once Comenity Bank responds to me directly.  As of yet, I have not heard anything from Comenity Bank in response to this matter. I will send any communication as soon as it’s received.
  Thank you,

• Initial Complaint

  Date:08/04/2022

  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 have sent letters requesting debt validation since February with no response or validation which is a direct violation of the FCRA. I want this item removed from all 3 credit bureaus as it's in accurate and not my account.

  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: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 checked my credit report and noticed that the following accounts are inaccurate and fraudulent. I am a consumer by law. I am not happy about it. Here are the listed details of the account with discrepancies:
  
  Account Name COMENITY BANK Account Number ********* Balance $3,168.00
  
  I’m seeking a legal action for those account. I demand deletion of the above-mentioned accounts and information in my credit report immediately.

  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: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 charged for a gaming system on amazon that i never ordered in the amount of $574.25 upon finding out i was charged for this i imediately contacted amazon and told them i never ordered this....and told them it was about to be delivered to me.....to make a long story short they told me to return it that ups would pick it up and they told me they had creditted back my account.....which it a mastercard that i have with comenity bank...i have an eamil from amazon stating they did CREDIT ME BACK THE MONEY JULY 15TH AT 11;12 AM,,,to my mastercard with comenity bank...i have my statement i got in the mail from comenity and there is no CREDIT ON MY MASTERCARD END I HAVE BEEN TRYING TO REACH COMENITY BANK FOR 4 DAYS NOW it to reslove this matter as i want this OFF MY CARD IMEDIATELY I HAVE PROOF AMAZON GAVE MONEY BACK...well i cannot get throught to comenity at all ive been put on hold for 4 hrs i would hang up try again and this has been going on for 4DAYS..THERE IS NO WAY I CAN GET THROUGH TO THEM...can you please help me!

  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: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. Back in June 29, 2022 there was a charge to my account with Alphaeon # ending in ****, under phone number 407-416-0688 in the amount of $9,240.00. I highlight that this amount was originally charged even before my signature of consent was provided.
  
  2. Just 13 days later, on July 12, 2022, Alphaeon credited the full amount to my/said account.
  
  3. On July 15, 2022 I receive a letter from such institution indicating a zero balance account (copies available upon request.
  
  4. Yesterday, August 3, I received a bill of $49.74 due to interest charges on such account. I understand these charges does not proceed, this is a mistake, it is not fair and I should not pay for it. Furthermore, in a worse scenario, it is the cosmetic entity (to whom they paid this amount) that you be held responsible for these charges, not me.
  
  For this reason, I proceeded calling their customers’ service dept and the representative which I was told that no dispute proceeds, that their mistake in their records cannot be corrected due to their automatic system producing these charges after such and such days has past. Not satisfied with this, I called them back and contacted with a manager at the customer service dept, she said she cannot do anything about it. My request to her was to remove, write-off and or delete these charges from their system.
  
  Said that, this is the reason of my complaint. I wish to continue being their customer, but not resolving this issue as expected this cannot be possible. Needless to say, that if my credit score, records and etc. get affected due to this situation, this issue would escalate. Should you need additional details and information or have further comments please do not hesitate to contact me.
  
  Thank You.

  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.

  Customer Answer

  Date: 08/04/2022

  
  I am rejecting this response because: Cannot wait that long, the time is running and soon my credit report could be affected.  Due to lack of payment of that account. Needless to say, late changes will come up to complicate the scenario more
  

  
  

• Initial Complaint

  Date:08/03/2022

  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 got applied for this card and was approved at the sally store purchased a few items and recieved a bill 2 months later. At that time they said it was delinquent when I had not even recieved a bill nor the credit card I paid it and they had waved the charges then the following month I bought some shampoo and once more did not recieve a bill until it was nearly late. I then decided in March to pay it and be done with it and close it in April I did not see a bill and in May at the end of may I got an email saying my account was delinquent come to find out that it was nto closed like I had asked. They charged me a service charge for APRIL and May and then a service charge on top of it I toldthem I had paid in full in March and closed my account and did not hear from them until they said it was delinquent I then said I was done with them I did not want to argue and paid not only the service charges but the late fee and with a letter saying to close my account it was paid in full I had a zero balance. They cashed my check on June 22 so I KNOW THEY GOT MY LETTER saying to close my account. In an email to day I got another bill for a service charge I can not believe it!!!! I cannot contact them it is just a dumb recording and I cant get accest to my account what is going on? Plus when ever I tried to download the contact information it does not display on my computer only says the name of the bank card.
  I want in writing saying I do not owe them anymoney since in JULY I WRITTEN NOTICED THEM A LETTER WITH A CHECK OF PAID IN FULL and to close my account AND NOT TO EVER CONTACT ME AGAIN.

  Business Response

  Date: 08/03/2022

  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: 08/08/2022

  I am rejecting this response because: if the cc keeps sending me a bill despite me trying to call them which I get a response that there are too many callers and to call back several times and the fact I have written a fw letter the last dated June22 that the balance is fully paid andto close may account but they keep charging me and the last time I did not pay they added service charge so I had to pay it because they will not answer the phone and they will not stop billing me
  

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair 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.

  This has been going on for 3 months. I finally got a hold of FRAUD DEPT for my credit card , said there was no fraud, but since they were in transition of changing companies my restriction on my card got lost and unattended and case never closed therefore my card is still restricted. He said he would transfer me to the right cube and get my case closed and card restriction off, transferred me and waited and waited and waited
  And waited and waited for someone to pick up, nope, and I work too. Dont have time to wait on phone for them to do a job from 3 months ago. Please close this FRAUD case.

  Business Response

  Date: 08/03/2022

  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: 08/06/2022

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

• Initial Complaint

  Date:08/02/2022

  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 November 7th , 2021 I sent letter to dispute a charge of $4,332.00 for dental procedures from Brush Dental, Delray Beach FL. Lending Club Patients Solutions has failed to investigate the dispute and resolve this issue.
  Lending Club Patient Solutions claim to provide credit for medical/dental services. As stated in my letter the amount charged significantly exceeds the amount Brush Dental is authorized to charge under their contract with my dental insurance company.
  Lending Club has yet to investigate and/or provide any supporting documentation that those charges are valid after insurance review for services provided. I have provided them multiple time documents of the EOB that supports that they overpaid for services.
  Based on being told by Lending Club Representative my obligation after all adjustments were considered for insurance my cost for services was $4330.00 Later according to insurance Explanation of Benefits the total cost of service submitted by Brush Dental was only $3,576.00 After adjustments and payments from the insurance company my responsibility for this service was $2,862.30. (This amount has since been adjusted to $2,473.10 after Brush dental appealed with Insurance Co.) So the amount stated that was for services for medical services claimed for $4,332.00 was a lie, and Lending Club Patients has failed to investigate. Brush Dental lied about cost of services, inflated the price effectively lying about interest free loan and Lending Club Patients has failed to investigate requiring me to over pay for the medical services they claim they are there to help with.

  Business Response

  Date: 08/03/2022

  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:08/01/2022

  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.

  Comenity's website has been inoperable for months. Their 'EasyPay' system errors out. Their phone line has only a recorded message saying they can't help. We sent an electronic payment through our bank, which was cleared, and the balance is still appearing on my credit report, and there's no way to get in touch with anyone to resolve this issue and close the card.

  Business Response

  Date: 08/03/2022

  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.