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Business Profile

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Comenity Capital Bank
BBB accredited business seal
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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Comenity Capital Bank has 136 locations, listed below.

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    Customer Complaints Summary

    • 2,472 total complaints in the last 3 years.
    • 580 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:07/11/2022

      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.
      Hello ,

      I have Called this bank repeatedly and all i get back is an automated response stating to call back at a later time . I have a credit card with cosmoprof which is the hair store and it’s banking with Comenity capital bank .
      Ive made payments on these days and my money has yet to be credited which I’m being charged a late fee and it’s being claimed on my credit for high usage and late payments

      On 6/23/22 a payment for $140.00
      6/23/22 a payment for $300.00
      6/28/22 a payment for $200.00
      These payments are not listed and it’s driving me nuts . Can you please help me

      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.

      Customer Answer

      Date: 07/12/2022

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


      Regards,



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

    • Initial Complaint

      Date:07/11/2022

      Type:Service or Repair 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 hold a credit card with Comenity Bank. I have been attempting to make a payment for a week now and the system continues to say that there is a glitch and it is unable to connect me. I follow the instructions on the website to the easy pay and I get the same message. I have been on hold for customer service for over an hour, each day with no one ever coming to the phone. It will not process a payment on the phone system either and has warned me on every phone call that I will be charged $9.00 for using a CSR to process my payment. It has now gone beyond my due date and I have been unable to make a payment on several occasions and do not know what to do. You are unable to send Comenity Bank a message on their website unless you can sign into your account which is currently unavailable. I do not want a late payment report on my credit and they have no way of allowing me to resolve this reasonably so I am at a loss and need help.

      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.

    Comenity Capital Bank is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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