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 has 136 locations, listed below.

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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

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  Alliance Data

  PO Box 349 Milford, OH 45150-0349

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  Alliance Data

  PO Box 889 Milford, OH 45150-0889

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:

  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.

• 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.

  In April or May the NFL moved all of their Extra Points credit cards from Barclays Bank to Comenity Capital Bank. None of the cardholders had a say in this decision/move. I always have my monthly statement balance automatically paid off from my checking account. I immediately signed up for auto pay with Comenity and have their confirming email as proof. When my payment date rolled around they only took $11 from my checking instead of the full balance of $1,001.00. I was not made aware of the error until I received a notice from my credit monitoring service. BBB has documented hundreds of complaints during a software “upgrade” in June. During this time Comenity would not even answer the phone! I eventually spoke to someone in late June, actually a supervisor, who assured me they would remove the 30 day delinquency since it was their fault, not mine. I was also told to would receive their assurance in written form. After a week or so It appeared nothing had happened and I had not heard from them. I called them numerous times and eventually spoke to another supervisor who said they are unable to change someone’s payment record with the credit bureaus and that I will need to contact them myself. I believe that is false and that they can correct erroneous payment records. My credit score dropped 70 points due to a $39 past due balance reported in error. My credit is pristine with this one exception that was not my fault. The card is paid in full and closed. I have initiated disputes at all three credit bureaus and now filing this complaint. I expect my credit reports to be repaired and that Comenity/Bread be held accountable for their fraudulent reporting of my payment history.

  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: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.

  This bank did a system upgrade over a month ago and they aren't receiving any of my payments and now my BJs credit card is being declined. When I call customer service the automated response is "due to a system issue we can't take your call; please call back, Goodbye." Literally your customer service is hanging up on me. If you look at their twitter account (@askComenity) there are 1000s of people with the same complaint as myself. We are getting no support or resolution to this problem.

  Business Response

  Date: 07/12/2022

  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.