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:08/01/2022

  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.

  Today I received two notices saying that I had applied for credit with Academy Sports & Outdoors and Floor and Decor and that I should call their phone number (1-866-668-5450) to finish processing my credt card acct application. A few days ago I received a credit card for Big Lots - same bank, Comenity Capital. I have not applied for any credit with these places and this seems to be a scam or worse, there is someone who has my personal information and is applying for credit.
  When I searched the internet, there appeared to be a number of items that showed up with this issue. Please assist me to ensure this will be handled. I do not want to be contacted by Comenity Capital Bank again.
  Thanks *** ******

  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: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.

  Overcharges and their website is manipulated to their advantage of being able to justify their over and false charges to their customers.

  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: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 contacted by the comenity collections dept. On July 19th. I was told my payment was 30 days. I was informed that a new card was mailed out. I explained that I did not receive the new card, and that the charges were not mine.
  I was transfered to the fraud department
  I was informed that the charges would be refunded and that an investigation was being opened. I explained that I no longer wanted the card and to please close the account.
  I received another call on July 25th from the collections dept. I was informed that the account was never closed and that they could not see anything from the fraud department. I was transfered to the fraud department again.
  Todd from the fraud department told me that he could not open my account. For some reason, he could not see anything. I informed him that the collections department had no problem seeing my account and he informed me that they are on a different server. He told me to call back later.
  Today 8/1. I was again contacted by collections. Transferred to fraud. Informed by Ms. Faith in the fraud dept that she can not get into the account. (Similar to what Mr. Todd said).She put me on hold to get a supervisor. She came back and said she has no idea how long it could take, but that she had to send an email to a supervisor. She said that collections is not on a different server and that she doesn't know why she can't get into my account. While trying to transfer me to a supervisor. I was disconnected. After holding over an hour. My account is in collections. I have no idea what to do. This is terrible.

  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: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 **** ***** on 9/5/2019 was given a Good Sam Rewards card good for $500.00 at gander Mountain at the time **** ********* *** ********* ** *****. Note, this business has been gone for a few years. Gander Mountain was going out of business, so I used the Rewards card to put the Firearm I was going to purchase on hold. I paid this loan off on 7/31/2020, the firearm was $750.00. Approximately 2 years later I receive a bill in the mail from Comenity Capital Bank PO Box ****** Columbus, OH 432 18-303 for $968.67 on 7/21/2022. I attempted to call Comenity Capital Back from the numbers provided on the bill, but its automated for bill payment only. I googled there number 877-213-6644 which i found through a google search and did eventually make contact with someone and advised them of the Identify Theft, and they said its fraud, I said fine put me with your security branch that I may explain the theft. I was connected with someone who I explained to the Theft, and that it had to be an ex employee, or a current one as the account has been dormant for approximately 2 years, and to cancel this account The Fraud Department as they call it said they would investigate and get back to me in 90 days. They did not ask what I had to prove that I had not used the account which is what I'm showing in this complaint, instead I get a bill from them for the about of the Identity theft bill to my account. I gave them a call again as I have the number and all i got from the young foreign lady who wanted billing information. I told her I will not give you any information, but I was trying to explain the bill was not mine, did not care to hear as she can do nothing about it. I told her to put be with her Fraud Department thus transferring me to a hold line with no ending, so hung up and created a phone contact with there number, which then I was able to text a message which I did. Note, I filed a Rockford Police Report Case # *********** on 7/19/2022 with all the info.

  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: 08/05/2022

  I am rejecting this response because: 
  
   I reject because I already sent documentation proving my complaint, my identity has been stolen by either an ex-employee or present employee on a 2 year old dormant account.  Comenity Capital Bank has already said it will not share my account information with a third party, and they have already sent another bill, they have already made their mind up, and their so called investigation is already bias because they do not intend to share their investigation with a third party, that being to a third party namely to BBB.  
  

• 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.

  On July 7, 2022 I reached out to Comenity Bank concerning my spouse and my personal Good Sam Visa credit card account. On 7/7/2022 I was unable to access the reward points I wanted to redeem as a statement credit. The rep told me that an update to their system had not gone well, and that I should call back in a week if I still had issues. On 8/1/2022 I contacted Amanda in customer service who also could not see my 12, 266 reward points, and agreed that it showed 0 points. Was told that the update was still a work in progress, and no estimated timeframe available. I asked to file a formal complaint with a supervisor and was transferred. She was able to see my 12,266 reward points on her screen, but unable to help me redeem them. I was told that there is no estimated date that this will be resolved. Do I have any recourse in this matter? Thank you.

  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: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 sephora’s credit card, and their system upgrade was declining the payment from my card. June 15, I called online to pay with a representative. And they gave the response "we cannot do payments because of the system technical upgrade." June 25, I went in person to a store, and no one was processing payments. On June 28th Comenity, report to the credit agency that I am late, But they are not taking payments!
  I have plenty of money for use, and when I contacted the account center the only response was “we are waiving late fees at this time for our clients.” 
  The Account Supervisor said they are doing nothing to make things right for clients who credit rating is being negatively impacted by their system problems during their “upgrade.”
  July 8, I sent a payment in the mail, to cover the balance, but now they refuse to remove the negative late notice off of my credit report. I tried, but the mail is too slow. I asked if they can see my history before the system was down. I have perfect payment history. They must remove the late notice!

  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: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 an account with Comenity - Smile generation Financial. On July 1, 2022 I made the minimum payment per my statement of $82.00. This payment was not credited to my account which then generated a late fee of $30.00. I contacted customer service and advised them of the missed payment. I was assured my payment would be applied and the late fee would be removed. As of today, 8/1/22, the 7/1 payment has been applied but the late fee has not been removed. I called customer service again and was told they could not remove the late fee even though "it was not my fault". The agent did not seem to understand anything about how to handle the account. I also received 2 separate statement last week, one shows the 7/1 payment and then states the account is closed with no amount owing, the other shows a balance of $2,125.52 and a payment due of $167.00. The $167.00 payment includes the late charges and other fees that I do not owe as I made my payments on time. The financial institution will not work with me to remove the late fee and any other charges associated with their mistake of not posting my payment. Offers to send over my bank statement showing the payments were declined. I need the late fees/other fees removed from my account the the actual payment due amount to be updated accordingly.
  When contacting customer service they advise to use their website, however their website is only available a small fraction of the time making it nearly impossible to get real time information about an account.

  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: 08/03/2022

  I am rejecting this response because: I was accessed a late fee for a payment that was not late.  You have acknowledged that the payment was not late and that this situation was not caused by me.  The payment has since been credited to my account, however the late fee continues to be accessed and is causing my minimum payment to be raised substantially.  The late fee needs to be removed as I was assured would happen when I first contacted you about the situation.  
  

• Initial Complaint

  Date:08/01/2022

  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 handwritten letter:

  
  To Better Business Bureau:
  On or about Monday July 25 I called comenity capital Bank P  O Box 183003 Columbus OH 43215-3003.
  I was told my credit card payment was $118.00 so that was what I paid. However, the very next day Comenity Bank sent me a text to call them. I was told that I owed $180.00 for the month of August. I was told I had to pay 292.00. I asked to speak to her supervisor and was told by her just like the supervisor told me I owe 282,99 and she refused to give me her name and threated to send me to the credit bureau. I told her that I was on the hard ship program. The supervisor told me the hardship program was over for me Sept. 2021 and you couldn’t get back in the program for another year - asked speak to her boss she told me she was the boss and refused to give me her name she was very disrepspect-le to me and I also asked for the owner she said she couldn’ talk to the owner herself. 
  

  
  

  Business Response

  Date: 08/01/2022

  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: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.

  Around December 12th 2021, I had opened a credit card with the Big Lots company to purchase two fireplaces that were on sale (that equaled approximately $530 total) in the store at the time. I was under the assumption that there would be no accrued interest on the card for 6 months, as that is what I was told upon opening the card. My minimum monthly payments were only $35 but I called and made my first payment of $70 on this card sometime in February. I made on time payments of approximately $70 each month.
  In late May, I finally made the decision to pay off my remaining balance so that I could close this card. On May 21, 2022, I received a letter in the mail from "Comenity Capital Bank" confirming that I had requested to close my card with with my current balance being $412.44. I immediately called the company and provided my credit card information over the phone in order to pay off the remaining balance of $412.44. On June 19th, 2022 I had received another letter, this time addressed specifically from "Big Lots" stating that I had now owed a late fee of $35 with additional fees ($4.39 interest) in order to completely close my account. I called (and had to pay an additional $9 to pay over the phone) and paid this off as I just wanted to be done dealing with it and was informed that the process was complete. Believing this was closed and paid off, I have now just received another letter addressed from "Big Lots" on July 30, 2022 showing that I still owed $0.32 due on August 19th, 2022. I understand this may not be a large amount, but I am very frustrated after the way this entire process has been dealt with as I closed my the account in May to avoid having further issues and it potentially affecting my credit as I have worked very hard to build my credit score back up. I am unsure if it is communication issues between the lending company and Big Lots but I would like this issue resolved immediately.

  Business Response

  Date: 08/01/2022

  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:07/31/2022

  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 Bank failed to provide legal documents required by law in relation to my account as requested.

  Business Response

  Date: 08/01/2022

  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.