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 5138 Luthvle Timon, MD 21094-5138

• 

  Alliance Data

  PO Box 427 Milford, OH 45150-0427

• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

• 

  Comenity Capital Bank

  P.O. Box 120 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:07/15/2022

  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 a Blair Account. Blair has closed my account due to their bankruptcy. I tore up the credit card. I was paying online. I cannot pay on line because I need the account number.!
  I have tried about 6 times to contact Blair and Comenity Bank but I am put on hold for about
  45 minutes and just give up. I cannot get customer service to send me a statement, as they say they need to send me to billing. Billing never answers. I want to pay my bill to keep my credit good. Can you get them to send me a monthly statement with the account number.
  Their Customer Service is terrible. I will never buy from them again.

  Business Response

  Date: 07/15/2022

  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: 07/27/2022

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

• Initial Complaint

  Date:07/15/2022

  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 March 2022 I made a payment to pay off my promotional balance which was coming due in June 2022. After I made this payment I sent a message through the portal to make sure that my payment was dispersed correctly and received conformation back.
  When my following statement came out this did not happen, I called this time and disputed my bill and explained the situation. Every month following, April, May, June, and now July the same series of events happened. My statement came, there was a problem, I called...
  Today 7/15 I called regarding my July statement which was again incorrect. I need to wait weeks because they were upgrading and when you called you could not connect with a person and the message center located on the website rejected claims when filed.
  The dispute is every time I called with a complaint instead of the balance being adjusted in the credited (-) direction in was doubled (x2) or random charges that made no sense were added on (+). I spoke with 3 people today, ending with ******** (Senior Account Specialist) who was very disrespectful and talked to me like I was stupid and could not read my statements. She told me I had no dispute, my statements were correct, and I was wrong because I did not understand the process. I did inform her that I had 3 degrees and was very capable of doing basic math and I also can read. She again told me that I should have been reviewing my statements, I informed her that I did and called every time. She asked for proof, I told her her proof should be the recordings of my calls because I am told every time that my call is being recorded. She informed me she does not have time to review my account and figure it out for me, I needed to provide proof. The call ended with no outcome. I have all of my statements since the problem started. I have NEVER missed or been late with a payment! If you do not count finance charges there has been $846.33 added to my account in error and I am being told it's because I did not call.

  Business Response

  Date: 07/15/2022

  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

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17572395
  
  
  
  I am rejecting this response because: I have made multiple attempts to resolve this issue directly with Comenity on a monthly basis since March and they have not addressed the issue. In fact they have done the opposite of fixing the issue of overcharges and allocating payment to eliminate my promotional balance they have continued to add charges and double my promotional balance. It is also not an option to be able to deal with one person to correct the issue so every time you call to address concerns you have to start over and the representatives are only able to file a dispute (again), if you are lucky enough to get them to connect you to a supervisor they try and explain away the problem. The way I was treated by the last "supervisor" Senior Account Specialist ******** (no last name or employee #) she was very very disrespectful, had zero regards for my concerns of overcharges, and called me stupid in every way except using the actual word.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/15/2022

  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.

  My name is ***** **** *******. I am a widow, and cancer survivor on a very limited budget, with a hearing problem that began at age three. As a result, I am partially deaf and must wear hearing aids. I went to Miracle Ear, and purchased a very expensive set of hearing aids. They were financed by Miracle Ear through Comenity Bank. My agreed payment is supposed to be $66 each month. When my bill came this month I was shocked to see that the bank wanted $95. When I called the bank I was told it was their mistake, but If I only pay the $66, (my contract amount) the $29 would be assessed as a late fee. They said they would make a note of it that the late payment would be removed and the payment would go back to $66 next month. It will still show up as a late payment on my credit record. I should not be punished, or go without food because of a mistake this bank made. I do not owe them an extra $29.

  Business Response

  Date: 07/15/2022

  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: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.

  The company has continued to fail on its ability to purely accept payments toward my balance. Their system has been down for over a month. The attached photos are just the payments I have been trying to make on time for the past week. When you call their customer service line it will hang up on you and not direct you to any representatives.

  Business Response

  Date: 07/15/2022

  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:Customer Service 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 AM NOT FOR THIS DEBT AND I DO NOT HAVE THE CONTRACT WITH COMENITYCAP/ALPHCOSPLUS THEY DO NOT PROVIDE ME THE ORIGINAL APPLICATION
  LIKED I ASKED

  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: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.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  ************ **** ** ********************** $$200.00
  
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 07/15/2022

  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:07/14/2022

  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.

  charge i did not make

  Business Response

  Date: 07/14/2022

  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:07/13/2022

  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 spoke to an agent today to help me understand why my bed bath & beyond credit card balance had not been updated on the 3 credit bureaus even though I paid off my balance before my statement date. She explained that it can take up to 30 days. After that explanation, she asked if there’s anything else she can help with. So I said yes maybe a credit line increase. So she said she can do that. I immediately asked her if it would be a hard inquiry or soft inquiry on my credit and she said it would be a hard inquiry. So she asked if I would like to proceed and I said NO. It was that simple. Anyway, I got off the phone only to get an alert from Experian stating that I have a new hard inquiry on my credit report from Commenity Bed Bath & Beyond. I called back twice and no one could help me not even after being on hold and back and forth for almost two hours. The last agent I spoke to at 8:06PM EST claimed to listen to the recording but allegedly heard silence. This is unethical and completely unacceptable. I did not and would never have someone pull my credit with a hard inquiry for a credit line increase. It’s funny that they hadn’t reported my new balance of $60 versus $900+ but they immediately reported a hard inquiry that I DID NOT authorize. If they really and honestly listened to the recorded call at 3:20PM EST they would clearly hear this exact conversation. I was on the call for exactly 31 mins but somehow the last agent I spoke to (Francis) only heard the first 7 minutes. I need this inquiry removed from my credit report effective immediately and my score to go back to what is was ASAP! I have uploaded screenshots of the call logs, the email alert, the Experian report showing the hard inquiry.

  Business Response

  Date: 07/14/2022

  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:07/12/2022

  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 Nov. 19, 2020 and Dec. 3, 2020, I mailed two separate checks in the amount of $100 (total $200) to Comenity Bank for an Overstock credit card payment. Both checks were cashed by Comenity but neither was applied to my account. I filed a dispute and was refunded only $100. After filing multiple disputes and appeals over the last year, I have been unable to get the refund of $100 due to me as Comenity states they don't have proof of the payment. I have provided copies of both checks with Comenity's stamp for deposit clearly visible. The amount was never applied to my account, therefore, I should have been refunded for both payments.

  Business Response

  Date: 07/13/2022

  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:07/12/2022

  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 own an Iddeal credit card that is through Comenity Capital Bank that was offered to me at my local jeweler here in town. The issue started early in June when I was going through and paying off some of my debt, this was one of the accounts to be paid off. Since my bank was issuing checks on my behalf they needed an actual statement that had my information as well as where the payments were to be sent to. I attempted several times to gain access to my account so that I could have the statement printed off and sent to my bank but the website was down for several days/weeks. I was unable to gain access and as a result I missed one of my promotional offers and was charged an interest fee of $745.59. I called on 7/12 to pay this account in full minus the interest fee that was accumulated and Comenity Capital personnel stated that there is absolutely nothing that could be done and that the interest fee stays. On June 29th they sent out the following email (attached ) which shows that they were aware of the website problems and did nothing to resolve this with customers that needed access to their accounts and/or statements to pay off their cards before any promotions ended. It read "We’re very sorry about this service disruption and any inconvenience it may cause. We will work to ensure a fair resolution for our customers who were impacted by this service disruption. " When I asked the representative how did she ensure that a fair resolution would happen to my case she stated that there was nothing she or anyone above her can do other than send me a copy of my signed agreement. If this how Comenity Capital Bank treats their customers and totally disregard their wrong doings it really is disappointing especially in trying/hard times like today.

  Business Response

  Date: 07/13/2022

  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.