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

  1103 Allen Dr Milford, OH 45150-8763

• 

  Alliance Data

  PO Box 408 Milford, OH 45150-0408

• 

  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:07/30/2022

  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 off my Academy Comenity bank card. They continued to charge fees even though the card was paid in full and canceled. Would not take fees off even though they acknowledged that the card was canceled.

  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:07/30/2022

  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.

  On 7/26/22 a check for #22,740 was overnighted via ***** to the bank. Verified delivery was 7/27 at 9:57AM. A check of the account on 7/30 showed that the amount had not been applied against the outstanding balance. On Saturday during the bank's published call hours we attempted to confirm that the bank had received the check and find out why it had not been applied against the amount due. The bank operators not only failed to answer the question, but after a log wait time the operator hung up on us when we requested a supervisor.

  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.

  Customer Answer

  Date: 08/02/2022

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

• Initial Complaint

  Date:07/30/2022

  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 signed up for a Ulta rewards Mastercard since receiving and purchasing this card I cannot log into to access my account. It will tell me my information is wrong when I took a picture before submitting my username and password, when I do ‘easy pay’ nothing is wrong then but I still cannot access my account that way, if I enter my account with my account number it will tell me there is a glitch and come back later. This has been a issue for several weeks now. Down below I will attach pictures of my account saying I have something wrong (username/password), to my account not being able to be accessed because of a technical problem, to me being able to only access my account to pay without anything else (black out parts are my account number in full that I have redacted for my own protection )

  Business Response

  Date: 08/02/2022

  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:07/29/2022

  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 sent my payoff check to this Bank and they have not reflected this on my bill this payoff check was cashed about two months and then we have not reflected this to my account. I have proof that they cashed this check and it was in fact cashed by them. I have called several times on this issued with them and nothing gets resolved and I have to continue making payment. When I already sent my pay off check. The last time I called they said their system was not ready for disputes but they would take care of it within a week and they would reach out to me. They never did and it’s been about two weeks. The supervisor on the phone pretty much told me he couldn’t help me either and they would resolve it when they were able to process disputes. The whole thing is a big circle with all their excuses. I’m ready to hire an attorney. All I’m seeking is for them to reflect the payoff check that was sent on my account. This company has robbed me ! And won’t help me !

  Business Response

  Date: 08/02/2022

  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:07/29/2022

  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 been paying my Alphaeon bill, on time, every month, until last month when the website was nonfunctional. The company acknowledged the technical difficulty and extended payment dates for those that were due during the outage. In addition, however, there have been numerous times over the entire course of being a customer with them, that the website has been “down”.I assume this is why they had to redo the site in the first place. I had a promotional plan that ended during the outage. They extended the due date, but after that I was STILL unable to log on, in fact my account said it was “closed”. Upon calling customer service they were able to waive the late fee, but claimed they were unable to waive the over $800 that was assessed as interest due to my not paying the promo plan in full by the due date. As soon as I was finally able to log on I paid the balance to that plan but they still would not drop the interest fee. They acknowledged and agreed with all of my issues, and even saw where my account had erroneously stated a closed status. They then told me basically, I should have tried harder to pay my bill, for example, by calling customer service again, which of course had extended wait time. I am a nurse working full time and overtime, and I choose online bill pay for the convenience. So I am expected to go out of my way and be inconvenienced during my busy day, due to an issue that is frankly, not my problem. I fail to see how I am responsible for a fee assessed during a technical issue that was out of my control. I was told I can receive $10 back from an internet charge which is a joke.

  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:07/29/2022

  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 done a debt consolidation loan and my bank sent in a check for 1060.01 on June 28, 2022. The check has already cleared my bank and the amount has never been taken off my account total. I have made 5 calls (sent back to hold three times and told I couldn’t place a dispute to call back in 7 days because their computer was down) and finally on the fifth call I spoke to a Renee (unable to get her last name because she says they can’t provide it) that said it was up to me to mail a copy of the check to the company. I requested an email address and she said she could not provide me with one. This has been a horrible experience and I will be never using my card again due to this experience after being a very good customer for years. I want this amount applied to my account and people to be aware of how I was treated.

  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:07/29/2022

  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 a new cc with Salon Centric in May. I didn't receive my first bill until the 11th or 12th of June. My first bill was due on the 13th. I paid it the day I received my first bill. They received my payment on 6-16 and they charged me a late fee. I've been calling for over a month now. I've held for wait times of up to 45 min. The phone always disconnects after sounding like someone is attempting to answer. The online chat just tells me to call the number. I want this card cancelled but I can not get a representative to help remove wrongfully added late fees and cancel my account. I have made over 10 attempts to resolve this matter.

  Business Response

  Date: 07/29/2022

  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:07/29/2022

  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.

  Hello my name is *******. I have Called this bank repeatedly and all I get back is an automated response stating to call back at a later time or I’ll get someone on the phone talk to them a few minutes and then they will ask me why I am calling. And I asked them to connect me to the fraud department and when they do I will he on hold for hours and minutes and then when it sounds like someone will pick up the phone clicks off. So I will call back and the same thing will happen. All I want is someone to fix what has been done to me through there company. In 2015 someone stole my Identity to get credit cards with there company and I am still fighting to get my information fixed. And I just called the company today July 28,22 around 9:00am I even filed a police report because that’s what I was told to do.

  Business Response

  Date: 07/29/2022

  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: 08/01/2022

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

• Initial Complaint

  Date:07/28/2022

  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.

  Paid for account assure insurance protection on a Comenity credit card ending in 8320. Became unemployed in April. Account assure pro is supposed to cover payments for up to 12 months of unemployment.
  
  They paid one month and did not respond to further benefit claim communications even after contacting them twice and asking for a call back. Sent emails on 7/9 and 7-18 asking about benefits not being paid and no response. I’be cancelled the insurance on the account since they aren’t paying the claim that I paid the insurance for. This company is a scam.

  Business Response

  Date: 07/29/2022

  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:07/28/2022

  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.

  I recently was informed by an Ulta employee that there was a credit card in my name. I never signed up for one with Ulta so they directed me to contact Comenity Capital Bank directly. Over the last month or so I have been calling their customer service number only to be answered by an automated message saying that they cant take calls at this time. Fine. So finally I was able to get through today 7/28/2022. After holding for 16mins someone answers the phone but thinks I'm another customer and thanks me for my payment. I tell him I'm not who he was talking to and I was waiting on hold for my turn for assistance. He says nothing. Puts me back on hold and after a min the call is ended...So I call again and wait for another 25mins. Someone asks me for my card info (I dont have it because I didn't sign up for this) and explain that I was told I have a credit card which I did not sign up for. I'm concerned and was directed by Ulta to call them. He said ok and went silent. Then put me on hold again. Low and behold after 3 mins on hold it hung up AGAIN. Needless to say the customer service is just horrendous. I just want this card cancelled and clarification on if any charges occurred. I'm quite livid at the way these representatives have treated me.

  Business Response

  Date: 07/29/2022

  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: 07/29/2022

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

  I spoke to someone finally after 50mins of waiting on hold and got the information i need. This complaint now is strictly on the customer service of some of your phone reps.

  Regards,
  
  
  
  ******** *****