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:07/20/2022

  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 have my Cesar’s credit card set up for auto pay for a bill, and their system upgrade is declining the payment from my card. I have plenty of funds available for use, and when I contacted the account center the only response was “we are waving late fees at this time for our clients” however I don’t have late fees to wave as I always pay ahead of the due date. Since I’m unable to actually use my card for an undetermined amount of time I ended up cancelling the card. ****** the Account Supervisor said they are doing nothing to make things right for clients who are being negatively impacted by their system problems during their “upgrade” aside from telling us it’s taking longer than expected. I’m very glad I wasn’t trying to use it at a restaurant and will just get a late fee on my bill rather than complete embarrassment due to the decline. The Ceasars rewards aren’t worth this headache. Now that I’ve cancelled my card I can’t even access my online page to view/pay my bill and will have to call in to make payments and possibly get charged a $9 fee if I use my debit card instead of a bank account.

  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.

  I have tried to get my June 2022 statement and the company said that they are working on an upgrade and have no time line as to when it will be completed. I should now be getting my July 2022 statement. When I requested to speak to a manager or have them call me back they said they do not call customers. I tried using the secure message site to no avail

  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

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17593306
  
  
  
  I am rejecting this response because: They have not responded back to me yet. They have my phone and email information.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/19/2022

  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 -Ulta is having major system issues. As a result, they have charged me a $37 late fee in error. Comenity Bank -Ulta is not reachable, by any means, due to their system issues. I'm seeking to have the late fee of $37 removed and any associated interest charged on the higher amount.
  
  Thank you,
  ***** ******

  Business Response

  Date: 07/22/2022

  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:07/19/2022

  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 BJ's wholesale club mastercard, serviced by Comenity Capital Bank. In June, Comenity Capital Bank stopped posting payments made to my account, resulting in late fees, interest charges, and overcharges for the AssurePro protection plan. I am beginning to receive collection calls from this company. If they report to the credit bureaus and my credit score declines as a result, it could effect the interest rate on my mortgage or on other loans I may obtain in the future.
  
  As of July 19, 2022, seven payments totaling $1,228.07 have cleared my bank, but have not been posted by Comenity Capital Bank. These payments cleared my bank as follows: $245.93 cleared June 27, 2022; $61.39 cleared June 29, 2022; $46.59 cleared July 5, 2022; $110.00 cleared July 12, 2022; $78.81 cleared July 12, 2022; $504.10 cleared July 12, 2022; $181.25 cleared July 12, 2022.

  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:07/19/2022

  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.

  We opened a new account for a BJs wholesale Credit Card approximately Apr'22.
  
  In early July '22, we noticed that were assessed a late fee on our first payment in FULL from our June'22 statement. We called customer support requesting the fee be reversed, as the payment was made in FULL and sent from our Bank well in advance of the statement due date. The agent we talked to reversed the fee of $30 and signified payment was made on time. We also believed this would also negate any accrued interest that we later learned about ($14.40). The agent never outlined that accrued interest would remain.
  
  On July 19th, upon reviewing our July statement, we noticed another month of accrued interest ($11.82) on top of the $14.40, which had learned remained on our account.
  
  I called customer support on 7/19 and spoke with Jeanine. I explained that the prior late fee was reversed, our payment was made in full, and believed that the reversed late fee signified Comenity's agreement that my payment was made on time; hence I requested all interest to be credited back. Jeanine said she could only credit the recent interest of $11.82, which she did. I asked to speak to a manager, for remaining credit of $14.40.
  
  I spoke with Kathy (ID# ****) @ 12:17. I explained the above and said that I want the previous interest ($14.40) credited. She explained the only reason the other interest ($11.82) was credited was due to a computer issue, which she could not detail, and affected July customers would receive credit if asked. Prior to this call we were never alerted to said computer issue, and offer of credit to our account.
  
  I want a credit of $14.40, since the bank reverted the late fee, which implies I was not late with any payment, and should not be assessed interest, as I've paid in full. They should also be investigated for the "computer issues" and other customers proactively given the same interest credit for July statements

  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:07/19/2022

  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 been trying since last week to make a payment online for my Ulta Credit Card. I've had many issues trying to sign in and once I do get back into my account it asked for bank account info which you guys should obviously already have. I try to add again and it says "already on file, click bank account". It does not even give me the option. I have called customer service numerous times with no ONE to talk to me nor answer the phone. I just remain on hold. Last time was for an hour! I have been simply trying to make a payment and now i will be charged a late fee. This WILL effect my credit! i would like to speak to someone concerning this issue. This is bad business.

  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:07/18/2022

  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 July 13, 2022, a duplicate payment was erroneously debited from my checking account. My efforts over the past several days to resolve the issue have been in vain.
  
  Phone calls made on mornings, afternoons, and evenings to all the available listed numbers end with the same message that "our offices are temporarily closed" and then I am disconnected.
  
  The company's online chat feature does not let me connect to a live agent.
  
  I left a secure message through the credit card's website, which was supposed to be answered within 48 hours. When I did finally receive a response --after more than twice that length of time--I was told to call one of those numbers I had been calling repeatedly.
  
  I request that a check be mailed to me for the amount that I am owed, which is $532.90. The attachment shows this credit balance as well as the fact that $731.87 was debited TWICE on 7/13/22.

  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:07/18/2022

  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 Victoria Secret Credit Card that have had for many many years and recently got my monthly statement. I noticed I got charged for the account assurance program (which is something you enroll just in case you are not able to make a payment for being involuntarily unemployed) for $20.93 which caused me to go over the limit on my card. I am not nor have ever been enrolled in this service. I called last week about it and was told it was something that accidentally got charged to many many people accounts that had this service at one point or canceled it due to a system upgrade or enhancement. I was also told that it would be refunded back to my card and any fees or anything associated with it would be corrected. Ita been since July 1st I have been dealing with this and it is still not corrected and when I called back today, I was told it needs to be escalated to a supervisor and I will (or might) get a call back within 3 to 5 business days about this issue. This is unacceptable for a company to do and on top of that affect my credit in a negative way. They are well aware of the issue but it has still yet to be resolved. I am not ok with being told one thing and then doing another especially without my permission and need help getting this resolved.

  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:07/18/2022

  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 applied for services with cosmetic facility called "South Florida Center" which they do business with, I was approve for a procedure that had to be cancel, due to me having health issues and couldn't do the procedure. However the doctor still end up charging this card. I reach out this company let them know those charges where fraudulent, the never address this instead they sold my account to midland collections account, they sue for services that where charge as fraud. They are now trying have to pay over $7k for something I never got done, they should recall the charged from this doctor. I believe they are in business to do this, with each other. I found out there are other customers that also went through this approve and vendor did this to them, instead going after vendor they go after the customer. They do not try to help them. I cannot pay for something is not mines. I want for them correct this, charges. See is charges charge fraudulently.

  Business Response

  Date: 07/19/2022

  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:07/18/2022

  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 purchased 2 elliptical machines. The that I was sent was not the correct item. I bought a 2nd one with my store card that did not work. I had to go inside the store & an employee finally figured out that my card would let me buy a gift card then make the purchase only. The first workout piece is not showing up on my online account. I received the item with a few missing pieces, extra pieces. The machine squeaks, wobbles, & the bolts with nuts fall out. I paid off the bill in full. I got another card in the mail to activate which I figured was for a 2nd account. Later I received a bill & late fees. I called and the guy told me he could remove the 2 late fees. He came back from putting me on hold & said no he could not remove them because my account was closed through the automated system. I never closed my account, I only paid off the bill.

  Business Response

  Date: 06/29/2022

  Dear Valued Customer,
  
  Thank you for choosing Academy Sports + Outdoors.  We value you as a
  customer and appreciate your feedback. We sincerely apologize for your
  experience while shopping at one of our stores.  On your behalf, we partnered with Comenity Capital Bank. Comenity
  Capital Bank does not discuss or share any account information to align with
  their security and privacy policies. At this time, Comenity Capital Bank has been reviewing your transactions and will update you personally on any account inquiries.
  
  Thank you again for choosing Academy Sports + Outdoors and we look forward to
  assisting you.  If you have any questions or additional comments, please
  feel free to contact us via online chat or at * *** *** ****. Have a good day.
  
  Sincerely,
   
  Customer Care Team  
  Academy Sports + Outdoors
  www.academy.com

  Business Response

  Date: 07/19/2022

  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

  Academy Sports Bill ****** ******* v Comenity Ct 17448289
  ****** *******
  Fri, 29 Jul 2022, 12:41 pm
  I received this today after being told my account was 0 out. 
  
  Sent from Yahoo Mail on Android
  Attachments:
  IMG_20220729_114030404.jpg