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:03/11/2025

  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 clothing @ Torrid for $170.53. I went online to Torrid Credit Card and entered my bank account and routing number to make a full payment of the $170.53 on 2/1/25. Comenity Bank charged me a late fee on 2/2/25 of $30.00. My bank number and routing number were entered correctly as I have tripled checked. They did not let me know through email that my payment was returned; which it should not have been. They have apparently tried to phone me, but I do not answer numbers that are listed as restricted or an unfamiliar area code. Since then they continue to add on fees of $52.27. I am requesting that they take the fees totaling $82.27 off my account, because they neglected to reach out to me through email as I do all of my billing online. They are a shady company trying to take advantage of hard working people that just want to add up the fees. This is totally unacceptable!

  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:03/10/2025

  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.

  Made a purchase at ******** secret at the End of November. Never received a bill in the mail from Victoria secret, so called In January to make my payment which the automated system stated i owed $190.00which is what i paid. i called back a couple days later and stated my balance was $0. I never received a bill until today stating i owe $69.36. I called ******** secret spoke with *******; she told me that there was nothing that they will do for me even though their system stated i owed $0. I been having mail issues went to the main post office and the mail man that we have assigned to us is delivery other people's mail to other people's house that truly aren't the correct addresses I think this is ridiculous that i have to pay $69.36 for late fees that i had no idea about. ******* told me even if i made a payment today that i would get charged another late fee of $39.00 since it is due on March ******* which it isn't even March 11 and if the payment was made today, it wouldn't be considered late. Not sure how i can be charged a late fee if something was paid before the due date.

  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: 03/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23045628
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** ****

  Customer Answer

  Date: 03/17/2025

  I never received a call or email from community bank regarding this issue. 

• Initial Complaint

  Date:03/10/2025

  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.

  12/3/2024 Made a purchase at Academy Outdoor.1/4/2025 Paid the account balance in full on their website. I walked away knowing my account was paid in full. However, they misled me by concealing a Late Fee that posted two days earlier on 1/2/2025. I have no idea about this. They have me on paperless statements.2/2/2025 they posted another late fee for not paying the previous late fee (which I had no idea about).3/6/2025 I pay the full account balance on their website as first step to close out this account. Again, I was misled because they concealed yet another late fee posted four days earlier on 3/2/2025.3/8/2025 I see an email that the statement balance is $33.3/10/2025 Spoke with three representatives today. In an effort to get me to not close the account, they want to extort another $5 to eliminate the current late fee, but not return any of the previous fees ($58) already paid.They have assessed $91 to date in late fees for a purchase that was paid for IN FULL January 4, 2025.Their practices are predatory and misleading. Using their website, there's no clear way for customers to know if they are ever indeed paying off their entire balance in ******* I have any recourse to get ANY part of the unfairly accrues late fees credited back to me?

  Business Response

  Date: 03/10/2025

  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:03/10/2025

  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 went online to pay my credit card balance off in February I selected the amount the ******** Secrets website said was the remaining balance and scheduled the payment for 2/14/25. I went back onto the website March 4 to see there was a balance of 0.55 & paid that. Today I received a statement showing a late fee of $28. for the 0.55. that was due March 3rd, but was not included in the remaining balance listed on the website when i made my payment in February. I have spoke with customer service who told me they could not remove the late fee, but could not explain why the website did not have that balance included in remaining balance when i made a payment in February.

  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:03/10/2025

  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.

  On 8/7/24, my wife purchased a pair of tennis shoes. At the same time, she opened upon Academy/Comenity Capital Bank Credit account.
  
  ******, my wife, did not like the fit of the shoes, so we returned them to the same store to exchange them for a smaller shoe. That pair still did not fit well, so I returned them. I could not find the receipt so I think I left it in the box of shoes, but Academy could not find a return receipt so we weren't given credit for the original shoes ($156.95).
  
  We did return them to one of the cashiers who took the shoes and did something on the cash register to give us credit for the return but we have no receipt to prove it and Academy could not find it in their recipe records as well.
  
  We do not have that kind of money to just give away so we have been disputing the amount owed. We have made other purchases at Academy but we have paid for that. We do not have the shoes and ask that Commodity and Academy honor our word and give us credit for the returned shoes.
  
  While the have been disputing the sale/return, Commodity had been charging late fees. I believe our current balance is around $300 for the original shoes. We ask that those charges be rescinded as well given the circumstances.

  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:03/10/2025

  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 sold my account to Midland Credit Management as of December 31, 2024. I continued to make payments to Comenity in the amounts of $****** and $******* in January and February. Comenity accepted these payments knowing my account was closed and sold to Midland Credit Management. After approximately 15 phone calls to Comenity, I have been told they were going to buy back the account, transfer the ******* I had paid, then told they could not transfer the money back, then told the account was closed and there was nothing they could do at all. So essentially, they have stolen the ******* I paid that should have been applied to the balance on my account before it was sold to another company. I was also told I could receive a refund and then told I could not. I have spoken with approximately 20 different people and received 20 different solutions all which are untrue. The last person I spoke to was ****** at **************************** She stated they would either buy back the account or transfer the money to Midland Credit within 7 to 10 days. I have bank statements where these amounts were deducted from my checking account and a letter from Comenity stating I paid ******* but they will not generate another letter stating that I paid the ******.

  Business Response

  Date: 03/10/2025

  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

  I have not received a corrected letter from them.  They sent me one letter but it did not have the correct amount I had paid them so I requested a corrected letter and I never received it.  They have still not forwarded the payments I made to them to the company they sold my account to in the amount I paid of *******.

• Initial Complaint

  Date:03/09/2025

  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 NEVER LIVED AT ****************************** This is to inform you that I have been the victim of identity theft. Someone has used my personal information to open fraudulent accounts. I did not authorize this activity, nor do I know who did. I am requesting that you immediately COMENITY BANK TO REMOVE THIS ACCOUNT DELETE OR REMOVE THIS ACCOUNT OFF MY ************************************************** ACCT#V1X4. WHICH THEY FAILED TO DO SO

  Business Response

  Date: 03/10/2025

  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:03/09/2025

  Type:Service or Repair 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 paid the **** card in January and February on the 10th of the month. Because these companies work in different time zones when I was making the payment it would not let me schedule for the 10th but for the next day which was not the case for me in **. These companies do these schemes by using their time zone when it shouldn't be theirs but ours (the cardholders). With this very sleek move, they charged me ***** in late fees for both months even though the payment wasn't late. I want these fees returned as the payment was made on the 10th.

  Business Response

  Date: 03/10/2025

  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:03/09/2025

  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 opened up this credit card in Oct 2024 and paid off the balance. At that time, I had over $8000 in my checking account so no way for payment not to go through, yet in January 2025 I found out that my $224 payment was returned and I now have late fees making my balance $300? I once again tried to pay on it and they told me I cant set up automatic payments on the phone and will only take a small payment. I tried to pay off the balance again on 2/12/25 which I was told was $157 (since my other payments that they let me pay went through) lowering my initial $224 balance. Again, after paying off the balance of $157 (like the man on the phone told me), I continued to have bills, and so I pay the bills, but payments keeps getting returned and I keep getting charged late fees and late/missed report payments reported to the credit agencies BECAUSE they returned my payments but call it missed payments. Please please help me get my account closed and report fix. I can pay off the balance but they wont let me and keep returning my payments. You can see that my other credit cards, I am paying $1000-$3000 a month with no issues. Its just this bank ruining my credit! It has dropped by 60 points or so. Please help me close my account with them and to stop reporting late payments because they keep returning my payments! Look at my other credit card I made payments on (attached) also, I have no issues paying my bills.

  Business Response

  Date: 03/10/2025

  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: 03/18/2025

  Comenity Capital Bank Has not tried to reach out to me whatsoever and there have been changes to my credit report fixed on their end. 
  

  Customer Answer

  Date: 03/18/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23040672
  
  I am rejecting this response because: 

  Comenity Capital Bank Has not tried to reach out to me whatsoever and there have been changes to my credit report fixed on their end. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:03/09/2025

  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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  Business Response

  Date: 03/10/2025

  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.