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

  
• 

  Alliance Data

  1103 Allen Dr Milford, OH 45150-8763

• 

  Alliance Data

  PO Box 580 Milford, OH 45150-0580

• 

  Alliance Data

  PO Box 370 Milford, OH 45150-0370

• 

  Comenity Capital Bank

  PO Box 319 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:03/19/2025

  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/Alphaeon credit was used for dental services. Balance was of $414.99 as of February 2025 statement. But there is also interest being charged of $2848.84. This seems like it is due to interest taking effect. Have attempted to contact bank but they refuse to lower interest. I am on limited income social security and this sudden increase in balance caught me by surprise. When I got the credit line for my dental services I was not explained correctly that the interest would take effect on the original balance. This is predatory lending and I am only spanish speaking and when I went to the dentist for services about two years ago I dont feel it is right that they enticed me into this and are taking advantage of my lack of understanding. I am happy to pay the remainder balance of $414 and even interest charged on that.

  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.

• Initial Complaint

  Date:03/18/2025

  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.

  Was promised removal of late fee back in November if made payment. Gentleman i spoke to never stated in had to make a payment on the phone with him at the time. Proceed to make payment. Received confirmation that payment was approved. Was then never notified by comenity capital bank that the payment was refund. I was unaware the payment was sent back. I never got a notice from my bank about the issue. I went back and repaid the payment with the new added interest to clear my account. Since they comenity capital bank proceeds to tack on late fee on top of its own late fee. And now has started to increase the price of the late fee. So now 3 additional late fees being charged for the late fee comenity capital bank never removed. And in addition to start charging a minimum interest fee. Plus stills continues to charge interest on these stacked up late fees they have put on themselves.

  Business Response

  Date: 03/18/2025

  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:03/18/2025

  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.

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  
  My name is *****, and my husband's name is ***** C-A-R-L, white, like the color white. My phone number is ************. I have a complaint uncommended to Capital Bank. We have a AAA **** card with them that is almost never used. Last July, we had a $35 charge for our EZ Pass on the Turpike. the same thing in the next month. So I had two $35 bills. Bills were paid because they claimed they didn't get the first one. I paid late fee. Bills were paid a total of $70 is what I had owed them. I paid that by the end of last August. And I've also paid $57 worth of late fees for them to try to get them off my back and then every single month since last August they have been charging me $40 a month late fee plus interest and all they're basing these charges on are their made up late fees. I do not owe them a balance and they've already made $57 off of only $7 worth of bills. I need this to end and I need this wiped out because I don't owe them this money. So if you could call me back before anything is done with this, I'd appreciate it. My ID number is ********. Thank you very much. Bye.

  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: 03/31/2025

  Why was my case closed. I was told it would remain open until Comenity Bank responded. No response has been received yet, so why are you closing my account. I am sure ******************** is going to continue to collect late fees, even though the $70 (August statement) bill was paid last August. Why should they be allowed to keep charging me $40 plus interest every month when I dont owe them anything. 

• Initial Complaint

  Date:03/18/2025

  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 am filing this complaint against Comenity Capital Bank due to their failure to address and resolve my request for forgiveness of interest and late fees accumulated due to prolonged financial hardship. Despite multiple attempts to engage with the bank through both telephone calls and written communications, my situation has not been appropriately handled, and I have received minimal to no substantive responses from the bank.

  Key Details:Financial Hardship: After losing my job and home, I faced severe financial difficulties. I depended on Comenity's understanding and leniency to navigate this crisis.

  Communication Attempts: I have made over 50 phone calls and sent six detailed letters to the bank since April 2024, specifically on April 2, June 28, September 3, 2024, and January 3, 2025. These calls were often lengthy and yet yielded no resolution.Letters Sent: Letters detailing my situation and requesting fee forgiveness were sent on August 26, September 4, November 4, December 9, 2024, January 5, and March 15, 2025.

  Unaddressed Charges: I have requested the forgiveness of specific charges including late fees and interest totaling approximately $1,510 from March 20, 2024, to December 26, 2024.

  Lack of Response: The bank's lack of engagement and failure to respond to my hardship claims demonstrate a disregard for customer service and ethical banking practices.

   

  Business Response

  Date: 03/18/2025

  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: 03/19/2025

  From: ****** ***** <*****************************>
  Date: Tue, Mar 18, 2025 at 10:40 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: <**********************************************************************************************>
  
  
  
  
  
  Subject: Dissatisfaction with Response from Comenity Capital Bank - BBB Complaint ID
  ********
  
  
  
  
  
  
  Dear ********* ********** and the BBB Dispute Resolution Team,
  
  
  
  
  
  
  I am writing to express my dissatisfaction with the response received from Comenity Capital Bank regarding the resolution of my complaint (BBB Complaint ID *********. Despite my repeated efforts to address the issue of non-receipt of paper statements and unfair credit
  
  
  practices, the response from Comenity has been wholly inadequate and fails to resolve the concerns outlined in my initial complaint.
  
  
  
  
  
  
  Issues with Comenity's Response:
  
  
  1. Failure to Provide Paper Statements: Comenity Capital Bank has consistently failed to provide paper statements which were requested monthly during the promotional period. This failure is well-documented in my call logs and can also be verified through their monitored call recordings. Despite my clear and repeated requests, the bank did not comply, impacting my ability to manage my account effectively.
  
  
  
  
  
  
  2. Lack of Transparency and Accountability: Whenever I contacted Comenity by phone, I was instructed to formalize my complaints and requests in writing. Conversely, when I followed these instructions and sent letters, I was told to address my concerns through their call center. This contradictory guidance has resulted in an endless loop of unhelpful
  
  
  responses and no substantive action on their part.
  
  
  
  
  
  
  3. Predatory Credit Practices: Despite the challenges posed by Comenitys lack of transparency and poor communication, I have diligently paid all promotional balances in full. However, the banks practices, including the imposition of unwarranted late fees and interest charges during a period of severe personal financial hardship, suggest a pattern
  
  
  of predatory credit practices.
  
  
  
  
  
  
  Documentation Provided:
  
  
  ?I have attached copies of all letters sent to Comenity Capital Bank as well as call logs from my cell phone documenting my attempts to resolve these issues. I am also in the process of obtaining additional call logs from my home number to further substantiate my claims.
  
  
  
  
  
  
  Requested Actions: Given the unsatisfactory nature of Comenity's response and their continued failure to adequately address these issues, I request the BBB's continued assistance in mediating this dispute. I urge the BBB to:
  
  
  ? Facilitate a fair resolution that acknowledges and rectifies the failure to provide the requested paper statements. 
  
  
  ? Demand transparency and accountability from Comenity Capital Bank in their handling of customer complaints and ********************** management practices.
  
  
  ? Investigate the potential patterns of predatory practices as they may constitute broader ethical and regulatory concerns.
  
  
  
  
  
  
  I am prepared to provide further documentation and evidence, including call logs and copies of correspondence, to support these claims. Thank you for your attention to this matter and for your ongoing support in seeking a fair and just resolution.
  
  
  
  
  
  
  Sincerely,
  
  
  ****** *****

• Initial Complaint

  Date:03/17/2025

  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 made payment in full of the balance that I owed on my *************** credit card several days in advance of the payment due date. Their system recorded the payment and showed the balance had cleared. After not seeing the payment come out of my bank account even after the payment had processed and due, I contacted them to see what was going on. Only then, a week after I had submitted and payment had been processed, did they inform me that the payment was declined for insufficient funds. Upon hearing this, I immediately made another payment for the amount due. However, they still charged me $150 interest and fees on top of my payment claiming the initial payment had been returned for insufficient funds even though my bank had no record of any payment attempt. Their online help was useless and could do nothing other than tell me the payment came back as insufficient funds (which is impossible), when I finally called in and spoke with a supervisor, they said theres nothing they can do. This company is a disgrace and nobody should be doing business with them.

  Business Response

  Date: 03/18/2025

  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:03/17/2025

  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 was told on may 19th by a man on the phone that if I paid $12 that day and put in a dispute on a $30 late fee that my balance would be $0. He said it would take up to 90 days for the dispute but until then I wouldn't be charged and fees. Well the dispute was approved so my balance should be $0. Your company kept adding fees every single month no matter how many times I explained what I was told. Literally that's all this entire account is it's late fees. No actual charges or purchases. Which I only made two.

  Business Response

  Date: 03/17/2025

  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: 03/27/2025

  i have still not yet received any communication from comenity bank.

• Initial Complaint

  Date:03/17/2025

  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 account is closed with ***** beauty. And I got a letter on February 11. It still shows that I have ****** for credit. Also I was able to order ***** worth of stuff. Which happen on March 9, 2025. How can I order when my account is said to have closed. They said there was a pre authorization and thats never happened with a credit card.

  Business Response

  Date: 03/17/2025

  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: 03/20/2025

  There is the letter that they sent to me that says my account is now closed. 

  Customer Answer

  Date: 03/21/2025

  From: '***** ****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Date: Thu, Mar 20, 2025 at 2:37 AM
  Subject: Here is what I received
  To: <**********************************************************************************************>
  
  
  
  
  
  
  This is what comenity bank for my Sallys card. This I paid on time always. Why they shut it off I will never know. And I was able to do a purchase March 9th. 
  Sent from my iPhone

  Customer Answer

  Date: 03/21/2025

  From: '***** ****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Date: Thu, Mar 20, 2025 at 2:37 AM
  Subject: Here is what I received
  To: <**********************************************************************************************>
  

  
  
  

  
  

  This is what comenity bank for my Sallys card. This I paid on time always. Why they shut it off I will never know. And I was able to do a purchase March 9th. 
  

  Sent from my iPhone

• Initial Complaint

  Date:03/16/2025

  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.

  This invoice was for June 20th. I think I was double charged for the starter that big O couldnt replace. They refunded me everything except for the oil change. I have reached out to this bank multiple times to no avail. I even got (conveniently) disconnected with the dispute center with no call back after the third time of talking to them. This is not my charge and I refuse to pay. My credit is being ruined because of them! Please help!

  Business Response

  Date: 03/17/2025

  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:03/15/2025

  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 am the *** for my mother, **** ******-******. We went in for a consultation on a broken tooth that needed extraction. We decided to apply for financing for an implant. I changed my mind after the dentist, Ivanhoe, blew up my phone about moving forward with the process after my mother's doctor gave clearance for the procedure. After my mother received a payment notice from the lender, ************, I contacted Ivanhoe to remind them I cancelled the procedure and that ************ would not cancel the loan until the loan was cancelled out in Ivanhoe's system. I was promised a call back from the dentist *** ******* who has not called to this day. My mother continues to receive payment notices. I have since filed a complaint against Ivanhoe with the Illinois BBB, #********.

  Customer Answer

  Date: 03/17/2025

  Patient name is **** ******-******. This is also the name on the account. Her address is ***********************************. I cannot give  you the full account number because the payment notice does not show it. I gave you the information they supplied, masked with only the last 4 numbers in the complaint.

  Business Response

  Date: 03/17/2025

  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,
  
  ****** ******

  Customer Answer

  Date: 03/24/2025

  
  
  '****** ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  12:43 PM (57 minutes ago)
  to Better
  
  
  Hello,
   
  I accepted the business' request to contact me direct but do not see why the BBB would close the complaint as there has been no resolution. I would appeciate it if the BBB leaves the complaint open.
   
   
  Thank you,
   
  ****** L. ******
  Health and **************** Professional
  ************ (Direct)
  ************ (Fax)
  *********************************************
   

• Initial Complaint

  Date:03/14/2025

  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 contacted the company to inquire why my credit card was declined. I was told she fixed my card. Got off the phone. Went to the store and tried to use it. Declined again. When I called back I was informed that I did not have access to the funds I paid on the 8th which was removed in full from my account on the 11th. On the website it states the available amount which included the mentioned payment. Spoke with several team members. The last one named ******. He would not give a last name and when I asked for an employee number he stated it in a way I could not understand. When I asked for him to repeat it he stated he already gave it to me. I was given false information twice. Once from the first team member and second on the website about my available balance.

  Business Response

  Date: 03/17/2025

  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.