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Comenity Capital Bank
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2,451 total complaints in the last 3 years.
    • 590 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/06/2025

      Type:Billing Issues
      Status:
      Answered
      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 am writing to formally dispute the account referenced under account number ********* that appears on my ********************** report. This account was opened without my authorization and constitutes fraudulent activity. I have no recollection of applying for or consenting to any agreement with CCB/ULTAUnder 15 USC 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of the judgment if I notify you in writing within *************************************************** documentation proving that I consented to this account. Without a valid, legally binding agreement bearing my signature, there is no basis for this account to exist under my name.Since this account was established fraudulently, I request its immediate removal from my credit report and that any collection activity cease. If you cannot provide proper validation within 30 days, you are required to delete this account from my record and stop further collection efforts.Please confirm receipt of this letter and notify me of the next steps to resolve this matter.

      Business Response

      Date: 04/07/2025

      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:04/05/2025

      Type:Billing Issues
      Status:
      Answered
      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 supposed to be signed up a hardship payment plan with lending club solutions through Comenity and never was. They were supposed to have automatic payments setup for 12 months and then my normal payments were supposed to resume. So while I thought I was ok I was actually being charged an additional $37 a month fees along with interest. Now they wont work with me to pay off the balance. I have called several times every time I call Im told that they dont have record of any of the past calls where I discussed thisinformation with them. I dont know how you dont have record of someone being signed up for a hardship program. There are over $300 in fees on the account and I just want them removed so I can pay the balance in full. 

      Business Response

      Date: 04/07/2025

      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:04/04/2025

      Type:Billing Issues
      Status:
      Answered
      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 reviewed my credit report on my capital one card. I noticed my credit score kept going down and I couldnt figure it out. It says that I have had a Comenity capital bank credit card since January and I am a month late on a payment. This is not true I have never had a credit card with this bank or any branches under it. I would like this to be resolved so my credit score can go back to normal. Please get back to me soon I want to know if I should worry about identity theft.

      Business Response

      Date: 04/07/2025

      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:04/03/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      ****** ********** ************************************** March 31 2024 Subject: Formal Complaint Against Comenity Capital Bank children place Unfair Fees on Closed Account Dear *********** am filing a formal complaint against Comenity Capital Bank regarding an unfair and recurring charge on my closed account. Below are the details of my complaint:In November 2024, a store representative failed to process a return correctly, leading to incorrect charges on my account.I paid off the balance in full last month (March 2025) and closed my account, expecting no further charges.However, a $3 interest charge was never removed, and my account has continued to incur additional fees, now totaling $37.Despite contacting multiple supervisors at Comenity Capital Bank, I have been told there is nothing they can do since the account is closed.The banks lack of assistance and continued charges on a closed and paid-off account are unjust and unfair.I am requesting the following actions be taken:Removal of the $37 in unjust fees that have been applied to my closed account.Correction of any negative reporting to my credit history as a result of these unfair charges.A formal review of Comenity Capital Banks practices to ensure they are not improperly charging other customers in similar situations.I have made multiple attempts to resolve this matter directly with the bank, but they have refused to assist me. I would appreciate your intervention in resolving this issue.Please let me know the next steps or any additional information you may need. Thank you for your time and assistance.Sincerely,****** ********** ************ ***********************

      Business Response

      Date: 04/04/2025

      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:04/03/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      To Whom it may concern,I am writing to express my deep concern regarding several unauthorized account with COMENITY CAPITAL/****** Account number: ************ Account balance: $0.00, which I have been unable to resolve directly with them. I have discovered that accounts have been opened in my name without my knowledge, consent, or authorization. This fraudulent activity is not only a violation of my privacy, but it has also caused significant distress. I expect immediate action to rectify this issue. I am requesting that the Better Business Bureau assist in removing this account from my credit reports.I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case.I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation.Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.

      Business Response

      Date: 04/08/2025

      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:04/03/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      ************** has been adding late fees to my Ulta credit card. I applied for this card 12/2024. I have never received a welcome pack which would include the actual credit card. When I realized I had not received a bill in January, I called to inquire. It had been sent to an old address. I corrected the address and they said they would send the card and a statement. I asked for an account number and they said they could not provide it over the phone. A month later, I still had not received either. I finally received the statement and saw the late fees. I called again and asked for them to be removed. I still had yet to receive the card. I closed the account. As of today, fees have not been removed and I still have no account number so I cannot access the account.

      Business Response

      Date: 04/07/2025

      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:04/01/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      ************* Overstock has charged me interest on a closed account when balance was paid in full. They cannot provide any records prior to 1/1/2024 unless made in writing. I had specifically called them when they were overstock not bed bath beyond and made sure all my intro apr of 24 months which was in 2021 was paid in full now they have been deducting payment of interest upon interest on wrongful promo apr when account was closed and has no credit. This is negatively affecting my financial situation and now have to spend time to achieve historical records beyond a year which is a consumer right to have access. They do not provide an account number on their statement only the last 4 digits which I have provided as it appears in this complaint. I firmly believe there are thousands of consumers who are going through this type of deceptive unearned fraudulent interest when I have fulfilled my terms and obligations .

      Business Response

      Date: 04/02/2025

      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: 04/02/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23148162

      I am rejecting this response because: they cannot provide statements prior to 1/1/24.  I need them to send me all statements and call transcript records prior to 1/1/24 which can be reviewed to validate their current balance as it is not accurate in my opinion.  Please provide statements from 1/1/19 - 12/31/23 and all call records with their customer service.  

      Regards,

      ******* *****

    • Initial Complaint

      Date:03/31/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Stay away from this bank. I did a balance transfer from another bank who sent Comenity a check. Comenity accepted the check but never applied it to my credit card account. It has been over a month, I have provided them proof of the check from the other bank. I know they have the money as they reported it to the credit bureaus that they received it yet it still has not been applied to my credit card! Not one person can help at Comenity, they are taking their sweet time to fix this issue. they cannot even guarantee me that the fees that will be racked up from this nightmare will be refunded! I just want the payment applied to my account!

      Business Response

      Date: 03/31/2025

      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:03/29/2025

      Type:Billing Issues
      Status:
      Answered
      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 0% for 18 months with this company. I was told the 0% was good til April 19th 2025. However the business is saying because I did 2 purchases only half of the purchase is good. And charged me over $600. I spoke to a manger about the insane fee and I do not understand why they are charging me this fee or how this is even legal. They refused to refund my money

      Business Response

      Date: 03/31/2025

      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:03/27/2025

      Type:Billing Issues
      Status:
      Resolved
      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 final balance as was listed on the statement. Unbeknownst to me, interest was tacked on to the paid off account in the amount ofn$4.76. There was no attempt to contact me what so ever. Then after talking on 2 late payment fees adding up to nearly $50 ( on a $4.76 balance), they referred my account to the credit beurau. This is predatory and wrong. This behavior is unacceptable and needs to stop.

      Business Response

      Date: 03/27/2025

      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: 03/28/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint. I do however expect resolution that removes the late fees and the credit beurau report.


      Regards,

      *** ******

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