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

  
• 

  Comenity Capital Bank

  PO Box 183003 Columbus, OH 43218-3003

  
• 

  Alliance Data

  PO Box 427 Milford, OH 45150-0427

• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

• 

  Alliance Data

  PO Box 580 Milford, OH 45150-0580

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:07/18/2022

  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.

  Account #****************
  
  The account is inaccurate under 15 U.S.C. 1692g validation of debt. COMENITYCAPITALBANK/DENT has been reporting inaccurate and incomplete account information to my credit file. In addition, while the collector attempted to collect a debt that is not mine, they broke 15 U.S. Code § 1692k - Civil liability. I am maintaining a careful record of my communications with you for the purpose of filing a complaint to the FTC if the non-compliance continues. Like, Wenger v. Trans Union Corp., No. 95-6445 (C.D.Cal. Nov. 14,1995), COMENITYCAPITALBANK/DENT may be liable for your willful non-compliance. Also, in Fisher v. Equifax Information Services LLC (D. Ariz. 2018), COMENITYCAPITALBANK/DENT may be liable for false reporting. Credit reporting laws ensure that bureaus report only 100% accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be reinvestigated. I respectfully request to be provided proof of this alleged item, specifically the original application, contract, note, other instrument bearing my signature and payment history.
  Under 15 U.S. Code § 1681d - Disclosure of investigative consumer reports; you are in violation. I have attached the definition so you can see the violation! (a)Disclosure of fact of preparation
  A person may not procure or cause to be prepared an investigative consumer report on any consumer unless—
  (1)it is clearly and accurately disclosed to the consumer that an investigative consumer report including information as to his character, general reputation, personal characteristics, and mode of living, whichever are applicable, may be made, and such disclosure (A) is made in a writing mailed, or otherwise delivered, to the consumer, not later than three days after the date on which the report was first requested.

  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: 07/19/2022

  
  I am rejecting this response because: 
  
  I want you to provide the finding’s to the BBB and to me certified mail to ensure that this is being handle correctly and the validation of debt is being handle correctly.
  

• Initial Complaint

  Date:07/18/2022

  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.

  Payment made on June 1, 2022 and still does not show on my account. I was told they did not receive payment.
  I sent a proof of payment from my bank that shows the payment was made on June 1. I have spent several hours
  on the phone with several representitives with no resolution.

  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: 08/03/2022

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

• 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 received my bill from Famous Footwear that was due on July 3, 2022. On June 30,2022 I tried to make my payment online but the system was down. I called the phone number listed on my card 1-800-433-0091 that payment service was also down. I called our local store in Arnold Missouri at 636-548-7092 and spoke with Alexis, she told me I could come into the store and make my payment. So I went out of my way and took time off work to make sure I made my payment before the July 3, 2022 due date. I have the receipt from the in store payment.
  When I received my bill due August 3, 2022 it does not reflect my payment in store on June 30, 2022 and they have charged me a $30 late fee.
  I have tried sending the receipt with a message online to Comenity several times and my message is rejected, I have tried calling the customer service phone number listed above several times and it hangs up on me.
  I feel as if my only option left is to contact BBB in hopes of getting this settled. This is terrible customer service and it is negatively impacting my credit.
  I have attached pictures of my billing statements for July and August 2022 and a picture of my receipt from June 30, 2022. Please let me know if any additional information is needed.

  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.

  This business needs to make adjustments to my credit account, to bring the balance to zero, which is what it was before this transaction and their negligence. I'll explain:
  
  Last April, I received notification of an auto-renewal of club rewards. I was not aware it would auto-renew, so I contacted them THAT SAME DAY and requested cancellation. I was told the charges would be reversed. They were not reversed until 6/21, so now I have incurred interest charges and late fees due to this one transaction, that was supposed to be canceled before the late fee and interest charges were applied.
  
  Attached is a document containing a detailed summary of events and correspondence regarding this matter.

  Business Response

  Date: 07/06/2022

  To Whom It May Concern,

  
  We received your complaint and the attached document with a
  summary of events. We here at Overstock do not have the ability to see your
  account with Comenity Capital Bank as that is considered sensitive information
  and only for the bank to see.

  
  I do see the time frame from April until June for your
  refund to be processed for the cancellation of the Club O membership. It does
  also show it was due to the auto- renew. The membership is canceled, and the
  customer has been refunded for the membership and the auto-renew is now in the “off”
  position within the Overstock account.

  
  To have anything removed from the Overstock Store card
  account such as fees or interest the representatives within the Comenity Capital
  Bank are the only ones to process these adjustments.

  
  To contact Comenity Capital Bank you may call them at:
  Phone Number: ###-###-####
  Hours of Operation: Monday- Saturday 8AM-9PM EST
  Closed: Sundays and major holidays
  
  Comenity Capital Bank
  ** *** ******
  ********* ** **********
  
  You can sign into your Overstock Store card account: www.comenity.net/overstock you can
  send a message through there as well.
  
  Sincerely,
  
  Overstock

  Customer Answer

  Date: 07/08/2022

  
  
  Complaint: 17520599
  
  
  
  I am rejecting this response because:

  I still cannot resolve this. I have made 3 attempts to contact Comenity Bank  is phone. In every attempt, when I finally make it through the phone tree, I receive a message saying “we are working to restore customer service. Please call back at another time.”  When I try to contact them online, I’m given only two options:  Easy Pay or review the FAQs (see attachment).

  
  
  
  Sincerely,
  
  
  
  ***** ********

  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:07/16/2022

  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 an Ulta Master card account in-store, using the keypad on 12/17/21. One of the questions while opening the account with the keypad was a requested billing date. I chose the 6th of everything month due to mortgage being due the 1st, which any normal person would choose another date as well.
  I did not receive the actual card and pamphlets until 1/10/22. That same day I activated the card and enrolled for online payments. I made the first payment, in full, on 1/10/22 making the card balance $0. I made a purchase on 2/17/22, but was not due until April. I paid my April statement in full on 4/2/22, assuming my selected billing due date was the 6th, which meant that payment was 4 days early. Unbeknownst to me, assuming my balance was $0 and selected due date was the 6th, I was charged a late fee, plus interest of $31 on 4/5, claiming my 4/2 payment was past due. Another billing cycle goes by, still assuming my account was $0, I was charged a second late fee, plus interest for a total of $64. I started receiving calls, no details mentioned other than I had a past due amount of $64. Not really questioning, I paid that balance in full on 5/10, but again was never told the bill was for accumulated late fees with interest. I recently received a bill of $4 for stacked “minimum interest charges” against my $0 balance account so I called to CS and Managers where I explained all of the above. They tell me they can only credit me $31 for ONE late fee and I have to make 2 billing payments to put my account back to good standings, yet I have proven to them the dates were a misunderstanding, I was wrongfully charged the first late fee, not given the obligatory option to wave, charged an additional late fee, and I that continually receive $2 interest charges every month on a $0 balance account? I’m requesting the full $64 to be credited for wrongfully being charged the late fees with interest against a $0 balance account with proven excellent payment history.

  Business Response

  Date: 07/18/2022

  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:07/16/2022

  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.

  In January of 2021 I purchased a BJs membership . I did not renew but BJ automatically renewed my membership and started sending bills for the membership. I have called numerous times to get this charge removed and cancel my membership canceled but Commity Bank keeps calling and even threatening me. I took the steps they told me to take but they continue to harass me each month since February 2022. Can you please help me I’m on a fixed income and can’t afford it .The bill I uploaded shows a number ********7 the name Joan I followed Joan’s instructions but the bills keep coming every month with numerous calls. I was told that the number was a cancellation number

  Business Response

  Date: 07/18/2022

  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:07/16/2022

  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.

  In accordance with the Fair Credit Reporting Act, everything has to be 100% accurate on my credit report. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.
  
  The Credit bureaus stated my account was properly investigated but how is that possible if the date of last payment is inaccurate, date last active is inaccurate, original balance is inaccurate, and date last reported is not accurate. That is grounds for removal and they also violated my rights under:
  
  15 U.S.C. 1681 section 602 A. States I have the right to privacy.
  
  15 U.S.C. 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.
  
  In accordance with the Fair Debt Collection Practices Act, Debt collectors are not allowed to communicate with me under the 15 USC 1692C.

  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:07/16/2022

  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.

  Comenity Bank is out scamming helpless consumers like me. After paying my bill on time back in August 2021, which was $162.05, they continue to send me statements charging me with late fees. Both my credit union and I have filed a dispute case with Comenity showing proof of payment. My credit union did the same. Today I owe them $244 worth of late fees. I have written Comenity Bank 5 letters total since September, painstakingly insisting that they correct their records and clear any delinquency on my account. I asserted that I have paid my statement by its due date, and have submitted proof of payment to them (showing copies of cleared check payments). The Dispute/Correspondence Division is PO Box ******* ********* ** **********. They have acknowledged my payment, credited it to my account, and they still continue to send me bills to pay the late fees. Comenity Bank is so inefficient in their record keeping - they thrive by grifting consumers like me. My credit score has taken a hit (from 830 to 750). I refuse to pay Comenity Bank. They should be investigated and indicted for illegal and indiscriminate billing practices.

  Business Response

  Date: 07/18/2022

  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:07/15/2022

  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 collection supervisor had promised to forgive the late charges in the amount of $148.77 and bring the balance to zero if I send in a payment in the amount of $4385.75 which I did on June 3, 2022. I received a statement saying I still owe them $150.17. I call costumer service regarding this matter and was told it's not their problem. They gave me a number to their collection division (877 287- 9801). I have been calling that number since and a recording says they are receiver more call volume than usual and to call back later. I call back later only to hear the same recording. I went to their website to log into my account. The site says "Login is not available at time. I called the customer number (877) 287-8879. I get the same recording that says they are receiver more call volume than usual and to call back later or to go to their website.

  Business Response

  Date: 07/18/2022

  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:07/15/2022

  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 haven't been able to reach Blair or Woman Within, both under Comenity Bank, in over 2 weeks to pay my bill. There's a message saying their site is down. Also have been trying to reach the miserable Comenity Bank about this and can't speak to anyone either. Yesterday I got the August bill from both companies charging finance charges due to non-payment. There was a warning that if they didn't get the payment by 8/1 l would be charged $39 for each account. They closed both accounts for non-payment which is going to really harm my credit scores. I want no more to do with either company and want the finance charges removed and if l can't reach them to pay the August bill how do they expect payment. I see many more of the same complaints on your site. I sure hope you can help us find a resolution with this fraudulent bank.

  Business Response

  Date: 07/18/2022

  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.