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 427 Milford, OH 45150-0427

• 

  Alliance Data

  1103 Allen Dr Milford, OH 45150-8763

• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

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:03/10/2025

  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.

• Initial Complaint

  Date:03/08/2025

  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.

  Early on with this account I contacted the creditor and advised them that I could see financial difficulties due to an ill family member who had passed away coming up on the horizon and the representative did nothing to help me. I also contacted empire hearing, I was hoping to return the item in question because I was going to have to pay for a funeral and a headstone. And got nowhere with empire hearing either.The account fell behind and I made payments when I was able but to no avail and now I was forced into a hardship loan and there was $2000.00 added to the loan. How am I ever going to pay this loan off? This is completely unfair, this has had a negative impact on my credit report. I tried my best to rectify this situation before it got to this point.

  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:03/07/2025

  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.

  In October of 2024 I purchase a laptop on my **** account for approximately 1000$. I started paying before I received my credit card bill because I did not want to wait to pay it off.

  Unknown to me, **** changed my account number and the payments were sent via Electronic funds from my bank, ***************. **** apparently does not take electronic payments so bank sent them paper checks out unbeknownst to me. They were made out to **************.

  However, the checks were cashed by ** ****** ***** even though **** was printed on the checks and **************************** has no business with **** any longer.

  To this day, 3/7/25, my funds are still missing. I have supplied **** Financial, Comenity Bank (who handles **************** info now) and **************************** with check images from *************** that clearly show all account numbers, dates of depots and the ********************** of who cashed them.

  I have provided three entities with the check images, the old account number and the new account number and exact amounts I have sent, totaling $950.00. I have not received my money and I am making interest payments on my **** Credit card while they sit on my money.

  The check images have been faxed several times and I have made approximately eleven phone calls to both **** and Comenity Bank, as ** ****** will not talk to me even though it was my money.

  I am at my wits end. I have clearly given them the check images that clearly show the account number to which they were deposited into, the amounts of each check are CLEAR on each image as well.

  I do not know where else to turn because this account should be paid off and yet I am still making payments on my **** account that shows I still owe 1000$ after making payment after payment while I wait on them to get back to me. Their automated system recognizes my number so it basically hangs up on me when I call for an update

  .I am given the run-around by each of the three entities, each month, each call.

  Business Response

  Date: 03/10/2025

  We are Comenity Bank and Comenity ************. 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

  
  
  'TF' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  Apr 2, 2025, 5:37 PM (13 hours ago)
  to **********************************************************************************************
  
  
  Attached you will find the letter from Comenity Bank and my statement as to why I disagree with them ( Comenity Bank). They have been unwilling to solve this issue, each time referring me to ****. While I understand, **** then tells me they cannot help me and directs me back to Comenity Bank. This back and forth has been going on since October 2024. I have been nice and more than patient. That has run out and I want a resolution of a refund or my account put to Zero balance, as it should be. I have each and every check I paid to them which has gone missing. Those are also attached. Someone has my money yet no one wants to fix the issue of it being in the wrong account.
  
  
  They claim there are refunds. I want proof. I want transactions, check numbers, accounts and images. I do not have these so called refunds. See attachments for full explanation.
  
  
  *. *******
  

  
  

  Customer Answer

  Date: 04/03/2025

  This is unacceptable. This is comenityls money that is lost. You'd think they would want their missing money unless of course their theft is the real issue. According to them I still owe 990$ to which I had already paid. Of course they want out of the situation. **** will not talk to me so there is only community left to work directly with **** to resolve the matter. This is stupidly childish!!

• Initial Complaint

  Date:03/07/2025

  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 Feb. 1 2025 I purchased a PlayStation 5 on line through GameStop *********************************** ***********, Ca ***** ************ for the amount of $465.00. On Feb 10, an email was sent to me from ******** stating the order was cancelled and I would get a refund in 3 business days.

  It is now March 7, 2025 and still have not received a refund. I received two letters from GameStop and Comenity Bank stating I need to send more information.

  I am going to forward the additional information to GameStop and Comenity Bank. I believe this is a hoax that they are stalling me. Please do your best to recover my money.

  Thank you ******* *********

  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:03/07/2025

  Type:Product 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.

  Yesterday I went into **** to make a purchase with my Ulta credit card, which is through Comenity Capital Bank. I was told it was inactive and that I would need to apply again, which was fine because I received a 20% discount. Upon applying in the store my application was flagged as needing more information. I called Comenity to see if I could provide them the information on my account. The call dropped 4 times so I spoke with 5 different people about the situation and provided to them multiple times my full name, addresses, phone number, number of my previous credit card, my full married name, previous address and social security number. I was told at the end that they could not approve my card because they needed me to read them some number off off of a letter they would send me in the mail. I'm sorry, but last I checked it was 2025....what an archaic practice and poor customer service. I had received no notification from the company that my account had been closed due to inactivity. I have a 750 credit score and make $185,000/year. I provided all of the relevant information needed to complete the request over the phone. And the company refused to help me. This was insane to me. I had $500 in merchandise in my cart ready to purchase and after that incredibly poor experience I left the store without my merchandise....the day before my birthday.

  Business Response

  Date: 03/07/2025

  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:03/06/2025

  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 a ******* Beauty card through Comenity Bank. After a few months, I noticed that I had not got a statement. I found a number to call, (noted 10/31/24) and paid the $48.21 (confirmation#****). I also called and paid the remaining balance of $89.84 (confirmation#****). They also credited me $15 late fee, because I did not receive the statement.I got a letter on 2/9/2025, stating I owed money. Also, there is a charge of $10.63 on the statement they sent me, that I did not do. I have not used the card because I was unable to due to the balance that was owed. On 3/3/25, I called the *************** and was put on hold for approximately 55 minutes! Afterwards, I found out that the phone number was not being monitored. So, I called the **************, to see if they could connect me to someone, and asked them for a direct line, which was the ************** number. After speaking with someone, I was transferred to the fraud department. I am not reporting a fraud.

  Business Response

  Date: 03/06/2025

  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: '*****************' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Date: Wed, Mar 19, 2025 at 8:00 AM
  Subject: COMPLAINT #********
  To: Better Business Bureau <**********************************************************************************************>
  
  
  
  
  Hello. In your response dated 3/17/2025, it stated that Comenity Capital Bank would be contacting me, which they have not to date. I called them yesterday and still did not get a resolution. I am sending