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

  
• 

  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:07/21/2022

  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.

  THERE SYSTEM HAS BEEN DOWN FOR OVER A MONTH NOW. I MADE A PAYMENT ONLINE, AND THEY STATED IT NEVER PROCESSED. I HAVE CALLED MULTIPLE TIMES SPOKEN WITH SEVERAL DIFFERENT MANAGERS. THEY HAVE AGREED DUE TO UPDATING THEIR SYSTEMS THEY HAVE NOT BEEN ABLE TO PROCESS SOME ONLINE PAYMENTS. THEY REPORTED A LATE PAYTMENT TO MY CREDIT! THIS WILL NOW CAUSE ME TO LOOSE A HOUSE I HAVE BEEN TRYING TO PURCHASE FOR 9 MONTHS. THEY REFUSE TO REMOVE THE LATE PAYMENT ON MY CREDIT REPORT. ONE REPRESENTATIVE STATED THERE WAS NOT AY LATE PAYMENTS. MY LENDER RE RAN MY CREDIT AND IT STILL SHOWS. BEING A CUSTOMER OF THEM FOR QUITE SOME TIMES AND HAVING MULTIPLE ACCOUNTS I FEEL THEY SHOULD HELP ME SINCE ITS THERE SYSTEMS FAULT NOT MINE! I HAVE ALSO MADE 2 PAYMENTS NOW TO PAY OFF THE ACCOUNT AND NOW OVERPAID AND THEY OWE ME A REFUND!!! WE STILL CANNOT ACCESS THE ACCOUNT ONLINE, WE ARE STILL GETTING ERROR MESSAGES.I RECIEVED A STATEMENT TODAY. THERE IS NO LATE PAYMENT ANYWHERE!!! NOW I WILL BE LOOSING MY NEW HOME AND LOSSING MY DEPOSIT. IF THEY DONT REMOVE THE LATE PAYMENT FROM MY CREDIT -I WILL BE SUING THEM. I HAVE WORKED FOR 2 YEARS T TRY TO BUY A HOME AND NOW BECUASE OF THERE SYSTEM, I CANNOT..... I DONT THINK SO. THIS NEEDS TO BE ADDRESSED SOON OR MY CONTRACT ON MY NEW HOME WILL TERMINATE IN A FEW DAYS. I HOPE TO HEAR FROM SOMEONE SOON.

  Business Response

  Date: 07/25/2022

  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:07/21/2022

  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 contacted Comenity bank several times within the past 15 months. I have reached out by mail on 3-16-21, 4-2-2021, 5-13-2021, 6-19-2021, and 4-11-2022.
  
  Every response Comenity bank states to me that this account has been sold and that I should contact Midland Credit Management. I reached out to Midland Credit Management for about 8 months and because Midland was unable to Validate the account, Midland Credit Management closed the account and ceased all collections.
  
  Although Comenity bank continues to tell me that the account has been sold to Midland Credit Management, Comenity bank continues to report inaccurate and unvalidated information to my credit profile. Comenity also continues to verify to the credit bureaus that the information that is being furnished is accurate, even when Comenity does not have any proof or documentation to substantiate that claim. Even if it is fact that the account is no longer with Comenity, as long as Comenity Bank reports to my credit profile, Comenity Bank is obligated to make sure that they only report, accurate and correct information.
  
  To date Midland Credit management has closed the account and ceased all collections. Please see the document that Midland Credit Management sent me in regard to this account.
  
  I called and spoke with a customer service agent with Comenity, and I was told that Comenity no longer has any account information pertaining to this account. So, if its fact that Comenity no longer has account information for this account, how is it that Comenity is verifying to the credit bureau that this account is correct, when there is no proof to support that claim.
  
  Comenity Bank has violated my rights under the FCRA, Comenity has also lied to the credit bureaus by continuing to verify that the information for the account is correct, when Comenity has no documentation or proof to support that the information is accurate.

  Business Response

  Date: 07/25/2022

  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:07/21/2022

  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.

  Under 15 USC 1666B this is a billing error always paid as agreed on time this is an error this account is in violation. Please ensure that all information is accurate

  Business Response

  Date: 07/28/2022

  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:07/21/2022

  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 June 14, 2022 I stopped by Sally Beauty Supply Store # **** *** ********** ** ******** ******* ***** ********** ******* ***** *********** I purchased one item and as I was paying for my purchase I must have misunderstood (I have had a hearing disability since high school) what the sales lady said and had assumed she was upgrading my Sally Beauty supply discount card and as I was waiting I questioned her and she was applying for a ***** ***** credit card and as she said that I tried to hit the X on the keypad to interrupt the application and she kept putting her hand over it and wouldn't let me X it to disrupt the process. I was very overwhelmed! I left to go to a Dr. appt. but as soon as I returned home I called Sally Beauty Customer Care at ###-###-#### and spoke to a **** ****** and explained what happen that morning at the beauty supply and requested she cancelled the card immediately. The worst happened when it was reported to all 3 Credit Bureau...Experian, Equifax, and Transunion. I made a report through Consumer Financial Protection Bureau. Transunion Credit report showed no inquiry, Equifax had an inquiry, but then Experian put the worst inquiry as "CLOSED ACCOUNT--PAID IN FULL in which will stay on my credit report as a hard inquiry for 10 years! I continue commuting with them to request that they remove the unquiries. I spent 2 weeks trying to get in touch with Comenity Capital Bank everyday with dropped calls, transferring dropped calls, hang up calls...very frustrating trying to reach the credit card division and only today July 21, 2022 I actually got to speak with someone and was told that they could not remove the inquiry. I know that was not true because I had an experience in the past with a bank they did a credit report without my knowledge and the person was a manager at that bank and she removed it. My request to this bank is to remove the inquiry as I was told from an Equifax person today stating only the bank can remove it. Help me?

  Business Response

  Date: 07/25/2022

  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: 07/26/2022

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

• Initial Complaint

  Date:07/21/2022

  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 June 11, 2022 I received my monthly statement from Comenity Capital Bank/Ulta Beauty Card. The statement balance was $625.26. On June 15, 2022, I made a payment for the full amount of the statement balance. The payment cleared via my bank and brought my account to have a $0 balance. It has been over 30 days and my credit reports have yet to be updated. I called on July 17 and was advised that because of a system outage that caused the delay. That is unacceptable that my account on my credit reports have not been updated to reflect the accurate account balance. On all three reports it indicates that I have not paid my balance off.

  Business Response

  Date: 07/26/2022

  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: 07/28/2022

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

• Initial Complaint

  Date:07/20/2022

  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. Full payment (164.74) with due date 07/21/2022 was sent via electronic payment on 07/15/2022 by Santander Bank. The trace number for this electronic payment is (***************). Comenity Bank stated payment was never received and the payment wasn't applied to the account. Website is down for the last 3 weeks. 2. Sephora Credit Card reward ($5) is a scam as it shows " certificate already redeemed" when it wasn't. Very disappointed and surprised that Sephora offers that kind of credit card

  Business Response

  Date: 07/26/2022

  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:07/20/2022

  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.

  I scheduled a payment for 7/14 which I received a confirmation for. Days later I received an email stating my scheduled payment was deleted. I did not want to be late as my payment was due on the 17th so I scheduled another payment on 7/17. Duplicate payments came out of my bank account 1 on 7/17 and the other 7/19. My original scheduled payment was deleted not by me and somehow still gets taken out of my bank account. Only one payment reflects on my credit card account, so since they’ve taking an additional payment why isn’t that payment reflected on my credit card account as well. This needs to be fixed as this was technically an unauthorized charge to my bank account. Comentity should be ashamed. You can’t get through to customer service and they tell you to service your account online which obviously is faulty. My money was taking and not reflected as a payment that is my biggest concern. I will seek legal help if this is not resolved. I hope that no more money is taking out of my account as well

  Business Response

  Date: 07/25/2022

  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: 07/26/2022

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

• Initial Complaint

  Date:07/20/2022

  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.

  WE HAD SEVERAL FRAUD CHARGES ON OUR BJ'S PERK CREDIT CARD (NOT AT BJS) AND HAVE BEEN TRYING TO RESOLVE THIS. CANNOT LOG INTO OUR ONLINE ACCOUNT. WE HAVE REPORTED TO THE FRAUD DEPT. AND EVERYTIME WE CALL TO GET AN UPDATE THEIR SYSTEM IS DOWN. WE WERE TOLD THE FRAUD CHARGES WOULD BE REMOVED AND WE COULD USE OUR CARD. STILL CANNOT USE CARD AND NO UPDATE. WHEN WE CALL TO MAKE A PAYMENT THEIR SYSTEM IS WORKING BUT WHEN WE INQUIRE ABOUT THE FRAUD IT IS SUDDENLY DOWN. BEEN CALLING EVERY OTHER DAY. GETTING A RUN AROUND AND NOT A HAPPY CUSTOMER.

  Business Response

  Date: 07/26/2022

  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 am rejecting this response because: It has been over a month and have not received any reply via email, text or phone call from them about our account. When we try to contact them and inquire about our account but their system is always down and we cannot get any answers. Still can't log in to account as of 2 mins ago, system is down. Unacceptable.
  

• Initial Complaint

  Date:07/20/2022

  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 my Children’s Place bill using my online banking. The check was sent back to me due to an incorrect PO Box. As soon as I received my check back in the mail as undeliverable, I called and made the payment over the phone. I asked that the late charge and interest be removed due to the circumstances, they refused. I asked them to cancel my card, which they did. I received the late fee and interest statement in the mail. As soon as I received it I updated the PO Box and made payment via my online banking. Apparently the payment was received a day late and then they charged me another late fee and interest payment. I called and asked that it be removed since it was not my fault they did not have an electronic payer ID so they could receive my payment electronically like all my other credit cards. I have excellent credit and pay all my bills on time. I think being charged a late fee because the late fee payment was received late due to their business practices is absolutely absurd.

  Business Response

  Date: 07/26/2022

  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: 09/06/2022

  Ticket N6MJT
  
  complaint #17595441 **** ******* v Comenity
  **** *******
  Mon, 5 Sep 2022, 10:08 am
  I have not been contacted by commenity bank regarding my complaint. I just continue to receive increased bills monthly. I called and they told me they do not handle BBB complaints and try to bully me to pay the erroneous bill. Please assist.
  
  **** ******* 

  Business Response

  Date: 09/21/2022

  Hello, 

  We've sent two letters in regards to BBB Complaint ID 17595441. Our first letter was dated August 31, 2022, and our second letter was dated September 16, 2022. Both letters were mailed to the address listed on the complaint. Because we've issued two letters and the most recent being mailed five days ago, we request allowing additional time for our letter to be received. Please let us know if you have any questions. Thanks!

  Customer Answer

  Date: 09/22/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17595441
  
  
  
  I am rejecting this response because: I have not received any letters from Comenity. I have even called and was told no one there could assist me regarding a complaint I filed with the BBB. I would ask that they email a copy of the letter. 
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:07/20/2022

  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 made an $80 cash payment in store 6-30-2022. The payment wasn’t credited to my account. I have called Comenity Bank 2 times and the representative doesn’t try resolve my problem. I’ve tried emailing a copy my receipt 3 times. It says they are having high call volume and response maybe delayed. It asked me to confirm my email address. When I click on the link sent to my email it warns me this could be fraud and to close link immediately. I wish to close my account as well but not able to do that either on comenity site.

  Business Response

  Date: 07/25/2022

  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.