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:03/14/2025

  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 am filing a complaint against Comenity Capital Bank and its Sephora Credit Card Program for improper charges and inaccurate reporting on my TransUnion credit file.

  On October 9, 2024, I paid $138 to clear my balance and immediately closed my Sephora credit card account. At the time of closure, my account was in good standing, and no further payments were due. The transition happened through telephone and had records all the time. However, despite this, Comenity Capital Bank improperly called me, threatened, and charged me again on February 3, 2025, after the account had already been closed.This additional charge is unjustified, and the bank failed to notify me of any outstanding balance. They also did not provide a digital platform for me to monitor my account, making it impossible to verify these unexpected charges in real time.

  Now, this incorrect balance has been reported to TransUnion, negatively impacting my credit report.I request that ********** investigate and remove any inaccurate or negative reporting associated with this account. I have proof of payment from October 9, 2024, confirming that my balance was fully settled at the time of closure. This situation has caused unnecessary financial distress, and I expect a prompt resolution.I appreciate your assistance in addressing this issue. Please let me know if any further information is needed.

  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: 03/17/2025

  [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 let them contact me via email. Thanks!
  
  Regards,
  
  ****** ****

  Customer Answer

  Date: 03/17/2025

  Hi BBB,

   

  I haven't received any message, contact, or email from the Comenity Capital Bank. I am waiting for their response. Please keep this complain open. This is the first time I have filed a case through BBB. I am not familiarizing with the process. Please give me some time. I am requesting the response and explanation from the company, but I haven't heard back yet.

   

  Best,

  Yitong

• Initial Complaint

  Date:03/13/2025

  Type:Customer Service 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.

  Comenity Bank has refused to correct a problem they created. Someone at this bank indicated I wanted paperless billing. I never signed up for this. When I did not receive a statement they added late fees. A *** from the bank apparently tried many times to call me; however, they never left a message. I assumed these were scam phone calls. Eventually, someone at my home answered the phone and they stated they were calling for me. I returned the call and paid my last bill of $324.51. They refused to remove the late fee, interest charge, etc. Now, this bank continues to add late fees monthly although I have cancelled my account. They will continue every month on the 18th. This is an unfair business practice.

  Business Response

  Date: 03/13/2025

  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: 03/21/2025

  Comenity Bank has not contacted me regarding my complaint. The Comenity Bank indicated in their response to the BBB they would contact me to resolve this matter. Their nonresponse does not surprise me. In addition, they claimed they could not address my complaint to the BBB due to privacy issues, which is nonsense. I closed the account. ************** wants to illegally continue to send me a monthly statement with additional late fees added on. It appears they have not closed the account and they continue to harras me.

  Customer Answer

  Date: 03/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23061962
  
  I am rejecting this response because: 

  Comenity Bank has not contacted me regarding my complaint. The Comenity Bank indicated in their response to the BBB they would contact me to resolve this matter. Their nonresponse does not surprise me. In addition, they claimed they could not address my complaint to the BBB due to privacy issues, which is nonsense. I closed the account. ************** wants to illegally continue to send me a monthly statement with additional late fees added on. It appears they have not closed the account and they continue to harras me.
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 03/21/2025

  Why is my complaint being closed? Comenity Bank never responded to me.

  Customer Answer

  Date: 03/26/2025

  Attached letter from Comenity Bank is dated 3.18.25. I received this letter on 3.24 or 3.25. Please note they are stating it may take up to 90 days to complete their investigation. I originally spoke to a Comenity Bank *** on 1.19.25 and pd the amount due. I also explained that I did NOT sign up for paperless billing which caused the problems. They've already had since 1.19 to 3.18 to resolve this issue! 

  Customer Answer

  Date: 03/28/2025

  I received the attached letters on 3-26-25. It appears that Comenity Bank has removed all the fraudulent late fees and interest. I'm sure that BBB had a role in this. Thank you very, very much. ??

   

  Customer Answer

  Date: 03/28/2025

  I received the attached letters on 3-26-25. It appears that Comenity Bank has removed all the fraudulent late fees and interest. I'm sure that BBB had a role in this. Thank you very, very much.

   

• Initial Complaint

  Date:03/12/2025

  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.

  2/5/25 I sent a payment through my bank **************** for my credit card with ******** Secret for the minimum payment due. 2/13/25 I receive an email from my bank, ****************, that *********************** sent my payment back to me, causing me to become past due. I called ******** Secrets credit card line and explained what happened. The customer service representative waived the late fee and advised me to make the payment again as soon as possible.

  3/5/25 I made two payments to the ******** Secret credit card, one for $75.00 and another one for $155.00. 3/11/25 my bank, ***** Fargo, emailed me that ******** Secret credit card sent back my two payments of $75.00 and $155.00. I then received notice from Credit Karma that ******** Secret credit card dinged my credit with a 30 day late notice, which lowered my credit score. This is unfair, inaccurate and needs to be fixed immediately.

  Business Response

  Date: 03/13/2025

  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: 03/13/2025

  [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:03/12/2025

  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'm writing this formal grievance towards Comenity Capital Bank/***** located in ********, **. They've recently furnished erroneous & unverifiable information on my credit report to the credit reporting bureaus. They've refused to facilitate a substantial investigation, and more so, they have not provided any type of evidence with their claim. The particular info in dispute is: COMENITYCB/ZALES Account # ****************. Regardless of how often I reach out to them for the correction of the error on my credit file, they consistently ignore my formal request to investigate my dispute. This is causing me a huge amount of unnecessary personal and even mental fatigue. I'd like all of this erroneous information removed from my credit file promptly. I request and give authority to BBB to assist me on this matter and communicate to Comenity Capital Bank/Zales to resolve my issue. Thank you so much.

  Business Response

  Date: 03/13/2025

  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:03/11/2025

  Type:Order 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 online for ************ Card, was approved and made one transaction. I never received a card or a statement in the mail. So after a month I called their number and was told, I'm sorry, this card has a security hold on it and we won't issue you any information until you send us your photo ID, social security card and a utility bill in the mail. In the meantime, I sent a check via my bank. These funds couldn't be applied to the card due to the "Patriot Act Security Hold". This is absurd and a violation of my rights. I've now had to risk my security by emailing these guys all this information in order to close the account. They did accept payment over the phone but refused to close the account. Comenity bank is a joke. I want them to issue any over payments back to me via check, and remove any late credit marks.

  Business Response

  Date: 03/12/2025

  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:03/11/2025

  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 services from Laseraway who asked if I wanted to pay in full or use a payment plan and was then signed up for alphaeon run by comenity bank. I set it up on autopay which I assumed would pay my balance without interest since it was automatically pulled from my bank account every month. I later was suddenly charged over $1000 in interest due to a "promotional plan" applied to my account which I never agreed to. When I called repeatedly they told me I "should have seen it" by logging in and looking at my invoice, but I could not provide me any evidence to where i was notified or agreed to the promotional plan. When I refused to pay without proof that I consented to the "promotional plans" they ignored me and started charging me late fees and more interest and calling me 5-10 times a day from fake or blocked numbers with robots telling me the account was past due, with no option to speak toanyone. I finally paid the interest because I couldn't deal with the harassment, minus the $140 in additional fees, since I firmly disagree they should be charging me this at all, and now they're back to harassing me to pay that balance.
  
  I had a near perfect credit score before getting involved with Comenity, I pay everything i owe in full and would have paid off more up front if I had any idea they were going to charge me such insane interest. I was never notified about any promotional plans, which is why they haven't shown me any proof of this. I still paid the $1000+ in interest, but I refuse to pay more of these bogus late fees and want to encourage Comenity bank to be a better business, and treat customers with more respect and decency.

  Business Response

  Date: 03/12/2025

  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

  The business never contacted me about the issue.  

• Initial Complaint

  Date:03/11/2025

  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.

  Comenity Bank/**** has failed to update my paid-off credit card balance with the credit bureaus. My account has been paid down to $65.71, but my credit reports still show a much higher balance, negatively affecting my credit score. I have contacted Comenity multiple times, and they have refused to correct this in a timely manner. This is inaccurate reporting, and I am requesting that Comenity immediately update my credit report to reflect the correct balance. Failure to do so violates the Fair Credit Reporting Act (FCRA). Please resolve this issue ****.

  Business Response

  Date: 03/11/2025

  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

  [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:03/11/2025

  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 got eye lasik surgery February 2023, and was supposed to pay off the balance in two years. Except now they are saying I was only making minimum payments and the balance has tripled. I would like to pay off the balance before the penalty. I would have never agreed to this penalty. I could have paid off the balance.

  Business Response

  Date: 03/11/2025

  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:03/11/2025

  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 had applied for an Ulta Beauty Credit Card and was approved for a certain limit, which is through the Comenity Bank, which I feel is practicing unfair services, they expect me to make a payment when they have not provided me with a physical or ditgial credit card, when you go to make a payment online they ask for a Credit Card number which I do not have because I never recieved the card in mail. Then it leads to them reporting late fees and missed payments inaccuratley on credit report, which I feel is unfair - they never got in contact with me to resolve the issue. They have failed to provided me account access, failed to disclose late fees or other penalties that have lead to bad credit reports. This is a deceptive practice on Comenity Bank. And I will be reporting to the ******************* of how there employess are very unprofessional and rude.

  Business Response

  Date: 03/11/2025

  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: 03/21/2025

  *****, Trinity <*********************************>
  Attachments
  Mar 20, 2025, 4:25 PM (17 hours ago)
  to ********************************************************* Trinity
  
  
  Good afternoon,
  
  
  Please see the attached email to help with my dispute against Comenity Capital Bank where I am not in agreement with what they are able to help with. I had a someone reach out to me today from Comenity Capital Bank, but they stated it wasn't in regard to this dispute, I asked if she could transfer me to someone who could help me since they were supposed to reach out to me. After being on hold for a few minutes, I was reached by a supervisor. I explained the situation and she said that she was sorry, but their system only allows her to take 2 fees off in a 12-month rolling period and she was unable to fix the credit report. I told her that I would just reach back out to BBB. If you have any questions, you can reach me at either emails above or at **********.
  
  
  Thank you for all your help.
  
  
  
  
  Trinity Capek   
  
  
  Personal Banker II
  
  
   
  
  
  UMB Bank
  
  
  ********************
  
  
  *******, MO 64735
  
  
  ************ Office
  
  
  *********************************
  
  
  NMLS #*******
  

• Initial Complaint

  Date:03/11/2025

  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 purchased a soundbar from **** using my **** financial account on February 6th. The soundbar was damaged and non-functional when delivered. I paid for an advanced exchange where you buy the item again and they send you a new one immediately as opposed to waiting for the damaged item to be returned. The item was returned and processed on 2/17, but **** did not ever process a replacement. After waiting a week, I had them cancel the order entirely. I have called 3 times and been told to wait for processing, now the original payment is hitting my credit and Im being told to pay for a damaged item that **** completely mishandled from start to finish. I want my account fixed and my ********************** corrected immediately.

  Business Response

  Date: 03/11/2025

  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.