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 889 Milford, OH 45150-0889

• 

  Alliance Data

  PO Box 408 Milford, OH 45150-0408

• 

  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:04/03/2025

  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.

  ************** 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:

  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.

  ************* 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:

  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.

  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:

  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 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:

  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 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,
  
  *** ******

• Initial Complaint

  Date:03/27/2025

  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 big lots card was closed and was paid off to a zero balance in February. I made a phone payment for the amount on the day it was due and was told no late fees for a phone payment only online payments had a cut off. I have been charged 2 late fees on a zero balance since the payment was made. I called to resolve and talk to the most unhelpful people . All they could say is they can’t make adjustments to a closed account … but you can sure keep on adding late fees to a closed account ?? It was paid off and it was closed … nothing should have been added. I paid the 78.00 because I dont want another fee added and I am filing this complaint demanding a refund back of my 78.00. That is bad business practice to charge fees onto a paid off account.

  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.

• Initial Complaint

  Date:03/25/2025

  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 debited my credit card cashback reward account by $50 in early December, 2024.
  They said this was because of a system glitch, I had been awarded a "$50 bonus" for purchases made, which they then reversed once the error had been discovered. However, I received a Secure Message saying that I was not one of those customers eligible for the award. But they still debited me $50. I have asked for proof that the $50 was initially credited, so as to balance the reversal. A download of entries on my account (from their website) shows the $50 debit, but no initial $50 credit. They have not, despite my 4 letters and 14 secure messages to them provided that proof. Thet blithely keep repeating that my account is correct, when it is, in fact, not.

  Business Response

  Date: 03/26/2025

  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: 03/26/2025

  *************
  
  
  Letters.pdf (Letters I have received from Comenity and in some instances, my response.
              3 * letters I have sent to Comenity's Disputes Team:
  LetterforDisputeTeam-Dec112024
  LetterforDisputeTeam-Dec262024
       LetterforDisputeTeam-Jan152025
  1A-PreparedLetter 3-26-2025 (my latest letter to Commenity
  
  
  Please advise if this meets your requirements.
  
  
  Thanks,
  *** *****
  

• Initial Complaint

  Date:03/25/2025

  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.

  ***** ******* *** *********************************************** E-MAIL: ******************** CERTIFIED MAIL ********/ ******* **** *********************************** February 24, 2025 RE: COMENITY CAPITAL/****** CARD ********* CUSTOMER NUMBER *********** To Whom It May Concern: I want to report a scam concerning the above-mentioned card being pushed on customers in your store. Being a new Great Grandmother of two new babies my daughter and I went to the above- mentioned store to purchase baby clothes, on September 27 2024. We went to the cashier *******, who recommended getting the store card Comenity Bank's for discounts. The amount of $19.58 was charged to the card.

  On October 16, my daughter and I returned to the store to return one item, got a credit for $5.40, and purchased another one for $7.20, the return assisted by ***** and the other by ******. While at the store I inquired why a statement had not been issued for the previous purchase and I was told that the bank credit card did not send it. You had to pay at the bank. Going home I called the bank, explaining I did not drive anymore and asked if they could e-mail me a statement so I could pay with another card or thru wire transfer.

  They did not accept these alternatives and told me to go to the store and pay in cash.

  On November 20, 2024, with my daughter as a witness I went to your store and paid in cash the amount of $26.78 and was told my account was paid in full, and given a receipt, ****: *****. The associate was ******. In January ***************************************************** I owed money on my card, with different people who did not accept that I had paid my bill.

  Trying to stop the hassle I told them to stop calling and send me something in writing so I could refute those charges, and the phone calls stopped, but never received any correspondence.

  Recently I received my credit rating, and wanting to know why it dropped, I found under Comenity Bank, a charge of $140.00 Since it is obvious that your store entrapped me in some kind of scam, involving the Comenity Card, complete with high pressure telephone collection tactics designed to prey on senior citizens like me, I want you to immediately cancel the card as well as my account.

  If I do not get a satisfactory reply from you in 21 days I will file fraud claims against you with both the Better Business Bureau and the *********** of Consumer Affairs.

  Therefore kindly remove any charges from my account and notify the three respective credit reporting bureaus of your error in reporting the amount overdue. ***** ******* *** *************************************** E-MAIL* ******** ************

  RE: COMENITY CAPITAL/****** CARD ********

  Business Response

  Date: 03/25/2025

  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: 04/15/2025

  ****************
  
  I have received correspondence from Comenity Bank that they have cleared my account and my balance now is ZERO.
  
  Thank you so much for helping me with the problem that laid heavily on my shoulders.
  
  You can publish any correspondence  that was mailed to you.
  
  Gratefully yours,
  
  ***********

• Initial Complaint

  Date:03/24/2025

  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.

  First to clarify: I had a loan through ************ Patient Solution (link here: *********************************************). According to my online portal for the lending club site: "This site gives access to services offered by Comenity Capital Bank, which is part of **************** ************ Patient Solutions Accounts are issued by Comenity Capital Bank."

  I would have filed a complaint against ************ itself, but could not find the appropriate address, nor is it listed on their online portal.

  In early January, I was surprised to see that I still owed money on this account (it was maybe $3k, and had been paying for a number of years, since 2022 at least). On 1/13/025, I contacted the company, and requested that I pay all remaining charges, which amounted to $954.75. At that time, I was told that my account would be closed, and there were no outstanding fees. A few weeks later, I had another charge of $2, which ballooned to $30. I contacted the company again, and indicated I was told all prior charges had been paid. They dropped the charges, and then again indicated my account would be closed.

  Now I have received an indication that the account still has an unpaid balance of $365, despite twice being told it was paid off, and the account has been closed. At this point, we have stopped autopay for the account, and blocked it from our bank. I have included screenshots from the account indicated payment and subsequent charges on the dates listed above, as well as screenshot of the email indicating that lending club has still not closed out my account. My request would be for lending club to drop the obligated balance (which I have now attempted to pay off multiple times), and to close my account.

  Business Response

  Date: 03/24/2025

  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: 03/24/2025

  [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. Please also let me know if in your experience it is more appropriate to modify this inquiry towards the ************ Patient Solutions (as that was the company I was directly involved with - though as noted Comenity Capital Bank was the only portion of this enterprise that I could fully identify, and issued accounts for the ************).
  
  Regards,
  
  ******* *****

  Customer Answer

  Date: 03/26/2025

  ******* ***** <*******************************>
  Attachments
  Tue, Mar 25, 10:54 PM (9 hours ago)
  to **********************************************************************************************
  
  
  Hello,
  
  
   
  
  
  Im a bit confused about the response I received from the complaint indicated in the subject line. My impression based on the verbiage that was forwarded to me by the BBB is that Comenity would reach out to me, and then I would forward that information to the BBB if the issue was not resolved. But the most recent message from the BBB is that the case is now closed.
  
  
   
  
  
  Please help clarify,
  
  
  -***
  
  
   
  
  
  ___________________________________________
  
  
  ******* B. *****, ***** FAIUM
  
  
  Associate Professor
  
  
   
  
  
  *********************
  
  
  Department of Radiology
  
  
  **************** Avenue, MC 2026
  
  
  Room 301B
  
  
  *******, IL 60637
  
  
   
  
  
  ************ (Phone)
  
  
  ************ (Fax)
  
  
   
  
  
  *********************
  
  
  *******************************
  
  
   
  
  
  Image

• Initial Complaint

  Date:03/24/2025

  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 applied for CASH BACK CARD on 9/12/2024 and the card was issued on 9/23/2024. I was offered $200 cash back as per attached letter. As per this offer I spent more than $ 1000 up to 11/26/2024 per attached statement, but I have not received my $200 statement credit yet. Please issue $200 statement credit at your earliest possible.

  Business Response

  Date: 03/24/2025

  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.