Complaints
This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,452 total complaints in the last 3 years.
- 592 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/23/2025
Type: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 made my usual payment like I always do every month and they sent it back to my bank saying there wasn't the money in the account but there was. My bank varo says that at no time was there a declined transaction between the two. Bread F then charged me for a return check fee. They did this 3 times then suspended my account and I didn't get any kind of alert this was happening until a couple of days ago. My bank would have alerted me if my payments were not going through but they were taking my money. Now I have to do all this stuff through my bank and idk what is going to happen. I need help if someone would just call each other this would be taken care of but because of the situation I'm having to go through other channels that aren't used to dealing with any of this through online messages! I need help!!?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.Initial Complaint
Date:03/22/2025
Type: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.
Ulta Beauty Rewards credit card, operated through Comenity Capital Bank, charges $30 in junk late fees. I recently had a family emergency and paid my balance IN FULL two days beyond the due date. I normally always pay my bills on time or EARLY. They refuse to remove the charges because I had to have them credited last year because it was a nightmare to set up an account on their online platform to even be able to pay the bill. I work in collections and this is unfair business practices. A day or two past due should not at all be an issue and paying $30 late fee on an original balance of $111 is a JUNK FEE and should NOT BE ALLOWED.Customer Answer
Date: 03/24/2025
Hello,
Below is the information you are looking for!
**** ********
****************************
State: WA
Zip Code: 98106
My email and zip code were already provided, I just abbreviated last name.
****Customer Answer
Date: 03/24/2025
**** ******** <****************************>
11:41 AM (2 hours ago)
to disputeresolution
Hello,
Below is the information you are looking for!
**** ********
****************************
State: **
Zip Code: 98106
My email and zip code were already provided, I just abbreviated last name.
****
Sent from my iPhoneBusiness 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: 04/03/2025
From: **** ******** <****************************>
Date: Thu, Apr 3, 2025 at 1:22 PM
Subject: Re: BBB Complaint ID ******************************* | Additional Details
To: <**********************************************************************************************>This has been resolved. The vendor has credited the junk fee. Thank you for your help!Regards,**** ********Initial Complaint
Date:03/22/2025
Type: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 writing to file a formal complaint regarding an unauthorized credit inquiry made by COMENITYCAPITAL/SAKS on my credit report, dated October 02, 2024. As a victim of the ************ breach in 2021, I have been vigilant about monitoring my credit to prevent fraud and identity theft.I did not apply for any credit or services with COMENITYCAPITAL/SAKS, nor did I authorize this inquiry. This unauthorized action has caused me significant distress and could potentially harm my credit score.I request that:This unauthorized inquiry be removed from my credit report immediately.COMENITYCAPITAL/SAKS provide an explanation as to how this inquiry was made without my consent.Measures be taken to ensure this does not happen again.Please resolve this matter promptly. I can provide any additional information required to assist in your investigation.Thank you for your attention to this issue.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.Initial Complaint
Date:03/21/2025
Type: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.
Filed a dispute for recurring charges on my Ulta rewards MC that posted Jan. 1st, Feb 1st and March 1st in the amount of $12.95 per month for some type of plan with *******. I received a letter stating if I wanted a refund I needed to reach out to ******* and cancel the service and request a refund from them. Why have a dispute process or fraud department if you aren't going to do the work. When I contacted the bank regarding the letter I received, I had to call three times due to being hung up on the first two calls. I also spoke with ******* on the same day I filed the dispute and per ******* there was nothing on file listed under my name/number. Clearly these were fraudulent charges. I would like a refund for the three (3) recurring charges plus the interest. I will NEVER get a card associated with this bank again.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.
Regards,
**** ******Initial Complaint
Date:03/20/2025
Type: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 got my Identity stolen and got charged for a loan from bread financial. After much back and forth, they decided to forgive the loan and remove the stain from my record. They now after promising to do so are refusing and expect me to take it up somewhere else. Attached is the email proving they promised this.Business Response
Date: 04/03/2025
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:03/20/2025
Type: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 100% to say, but United States military veteran and first responder. I have always paid my account with this company however they decided without notice to close my *************** good same card. I'm guessing because I haven't used the card. That's because I've had multiple surgeries I planned a major camping trip in June and which I planned on using my card which they've totally messed up my trip they did not give me the common courtesy to tell me they would close my account for not using it. They didn't write me anything. They didn't even tell me they close my account.
All they is close it without any notification and I was not notified by the credit bureau. This is very unprofessional discriminatory and a horrible way to treat customers greatly affecting my ********************** rating because of them I will be contacting good *** and telling them I'll no longer be using their insurance company going forward once my insurance expires because was discriminated against by the good *** credit card company for poor unprofessional business practices that they discriminated and treated a military veteran and a horrible man or not notifying them of anything in writing as required by common courtesy and decency.
This is a horrible way to treat anybody in a horrible way to do business this is unacceptable. I called the company multiple times and was disconnected. Got people that didn't speak English. got automated services that hung up.
It's obvious this company not care about any of their customers. I wrote the CEO will see if he ever writes back. I guess all they care about is making moneyand not about veterans that were injured serving their country. Great job. You should be very proud. Thank you for s******* up my credit and for making me physically sick. I hope you treat your family better than you treated me.
Business Response
Date: 03/21/2025
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: 03/31/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23092694
I am rejecting this response because I have not heard from them.
Regards,
******** *****Initial Complaint
Date:03/20/2025
Type: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.
Bealls AKA ************************. had initially charged me a late fee of $49 but while I was disputing it they charged me another $37.00. I thought they could not charge such a high late fee. Can you please advise? My new bill is $99.23 and that is all late fees. I have had no luck talking with them /.Business Response
Date: 03/20/2025
This complaint was sent to the wrong company. Please send the complaint to Comenity Bank that administrates the *********** Credit Card for further assistance. Comenity Bank; ***************************************Business Response
Date: 03/21/2025
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: 03/23/2025
[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.
Regards,
******* ******Initial Complaint
Date:03/20/2025
Type: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.
Unauthrized activity on account, HP ********************** and ************ was contacted immediately and all orders and deliveries were stopped. HP Credit (Comenity Bank) has billed me $221.77 even though the account was reported unauthrized and items were not sent out or recieved by anyone. I have had to call on multiple occasions and the customer service is contemptuously disrespectful.Business Response
Date: 03/21/2025
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: 03/31/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23091336
I am rejecting this response because: I have not received documentation on the account being closed at a zero balance yet.
Regards,
****** ********Initial Complaint
Date:03/19/2025
Type: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 opened an Ulta Beauty Account with Comenity Bank and their customer service is not good. I set my ********************** up upon applying for the credit card with my current information. I forgot my password associated with my account, but the system was not sending a link to re-set my password using my e-mail. I contacted customer service and made my final payment to the credit card and then asked to speak to a customer service representative. Upon speaking with the representative, they had an old phone number on file. Upon updating my phone number, the representative told me that I would be put on hold from accessing my account online or receiving any link to re-set my password for 10 days! That is crazy so I requested that my account be closed due to poor customer service. I will never open another credit card under his banks control if this is their policy. NO Credit card that I have dealt with has held access to my online account hostage because i update my address and phone number. I am in the military and move and change constantly. So that means that every time I update my address and telephone number and want to re-set my password, I will not be able to access my account information for ten days. My policy is to change my passwords for all of my accounts as a security to avoid folks getting access to my accounts. Comenity needs to do better but they have lost a customer no matter what they do.Business Response
Date: 03/21/2025
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:03/19/2025
Type: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.
They charged me a $30 late fee because they said they received they payment a day late. They said they would refund the late fee. They only refunded $15 of the late fee and $2 interest on the late fee. I paid the balance off in full but since they only refunded $15 instead of $30 late fee that left a balance I did not know about. The next month they charged me a $17 late fee and $2 interest charge on the $15 late fee. This is crazy...I only used this card once and paid the balance in full but they keep charging me fees and interest on a fee they said they were going to refund in full. I would like the fees and interest of $36 refunded to zero out the balance like it should be. This seems like a total scam.Business Response
Date: 03/19/2025
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: 03/25/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23088625
I am rejecting this response because: There was no response from them. They never reached out to me in response to the complaint. I filed the complaint based on their refusal to reconsile this issue.
Regards,
***** ********
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