Complaints
This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,448 total complaints in the last 3 years.
- 591 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/06/2025
Type:Billing IssuesStatus: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 sendingInitial Complaint
Date:03/06/2025
Type:Billing IssuesStatus: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 is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. COMENITYCB/FOREVER21 ACCOUNT no.: ************ DATE OPEN: 11/01/2018 BALANCE: $1,164.00Business 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.Initial Complaint
Date:03/05/2025
Type:Service or Repair IssuesStatus: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 a Sephora Account in November 2024. I made a transaction in the amount of $121.17 at the ******* location in *************. I made a payment on 12/12/2024. On 12/12/2024 the payment was returned. I called my bank and spoke with a representative to verify if the payment was withdrawn, the representative confirmed it was withdrawn however it was a late transaction from *************** and funds were not available.
On 01/09/2025 I made a payment of $50.00 , on 01/23/2025 I made a payment of $40.00. That left my account balance at $66.22.
On 02/21/2025 I attempted to use my credit card at the same location and my card was declined. I spoke with a credit card representative and was informed my account was frozen because of an unpaid balance of $121.17 I advised the representative thats not accurate I made two payments and its unclear why my account is frozen. I was advised to pay $121.17 to unfreeze the account . I advised again thats not accurate and begin to review the transaction history with him. I advised the representative on 03/5 I will be a payment of the minimum amount due which is $37.00 he agreed and stated thats fine.
On 02/28/2025 I was advised my account closed because I requested it to be be closed I advised that is not accurate. I informed the representative I was told and it was agreed I can pay the $37.00 to keep my account open.
On 03/5/2025 I spoke with customer representative **** 3832 who advised in two business days my account would be open. On 03/6 I called and spoke to the senior representative ***** 7701 who advised my account is closed and I will have to reapply for a credit card. I advised her the representative o spoke with on 02/21/2025 closed this account without my permission she advised me unfortunately thats all I can do to assist you.
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: 03/17/2025
unique unique <*************************************>
Attachments
2:51 PM (54 minutes ago)
to disputeresolution
Good afternoon,
Please see attached letter and the payments that were made to commentity bank.Initial Complaint
Date:03/04/2025
Type:Billing IssuesStatus: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.
February 24, 2025
Better Business Bureau ********************************************************;
Dear ********************** October, 2024, I purchased a sofa and chair from *******. I selected 12 months free financing and proceeded to check out. I received notice from BREAD FINANCIAL that my payments would be processed through them and my payment would be $43.15 monthly. I waited for a bill, never received one. I called after about 10 days and spoke to someone who said that Bread is a paper free company. They said that I would have to give them my bank account numbers in order to pay for my purchase.
I said I don't ever give out my bank info, that I will have my bank, ***, pay them on a regular schedule. I finally spoke with "KALID" who gave me the address of P.O. Box ******, ************,
PA. 19178.
I mailed in my payments on time, 3 of them. I thought that they were being posted, but I kept getting a letter saying that I was not making my payments. I called *************** who *************** is part of, and I was told that they couldn't see my account.
Meanwhile, I got notice on January 8, 2025 that read "We can confirm that ******* has fulfilled your cancellation request. (note: I never requested a cancellation.) Your balance is now 0.00 and there is no additional action required.". I am attaching a copy of that email.
Even, at that, I have tried to pay this account by check to no avail. I don't feel like a bad credit rating on my otherwise, superb rating, is warranted. This company doesn't have a clue about business. If my balance is $0.00, then what I am paying for???
I am attaching copies of the checks that I sent, that were deposited, along with the checks that were sent back to me along with the email stating my account is $0.00.
I would like this derogatory rating taken off my credit report and my report restored back to my very good credit rating.
Thank you in advance for your help.
Sincerely,
***** *. Schiavone
*******************;
*************, **. 21084
************
*********************************
CC:
*************
**************************;
Ste 300
**********************-3878
Experian Credit Svs
******* 4500
********************;
TransUnion Consumer Solutions
******* 2000
*******, ** 19016-2000Business Response
Date: 03/05/2025
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:03/04/2025
Type:Customer Service IssuesStatus: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.
We made a purchase from ********** jewelers and financed on their store credit card with a promotional deferred interest on 2 separate occasions, most recently in February 2024. My husband didn't realize that the promotional period was about to expire. I looked at the next statement dated 1/26/25 the day we received it in the mail and noticed the promotional rate had expired within the last few days. I called on 2/3/25 to see if I paid the full balance owed before interest accrued (********), if they would waive the interest (******) that accrued less than 10 days prior. The agent I spoke with said yes, absolutely they could waive the interest if i paid the full balance. I made him confirm with me multiple times if I paid the full balance that he would adjust off the promotional interest. He validated that I was correct every time. His name was Max and the confirmation number was #****. I made the payment and assumed my balance was brought to 0.00 as that is what their representative told me again and again. That was not the case. We received a statement the following month billing us for the remaining interest that was promised to be adjusted off, as well as an additional month's interest on that current balance. After speaking with multiple supervisors, and receiving multiple different views and opinions, the last one I spoke with "******" indicated there was nothing that they could do even though their agents provided false information. Another supervisor prior to her told me that it was wrong for this to have happened and that I should speak to corporate. However ****** would not give me a number to speak with corporate. I told them if they recorded the call between the agent and I initially, that they would clearly hear the lies I was told. I dont believe that I should have to pay the remaining interest after their mishandling of information and false statements.Business Response
Date: 03/04/2025
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:03/03/2025
Type:Customer Service IssuesStatus: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 received a bill statement from alphaeon credit in the amount of ******** I did not apply for this card. I telephone them twice, and explained to them I didn't apply for this card or made any transactions on the January 29, 2025. I was at work, and they even tried to give me another card. Someone else used my personal information to open this account. I want the card canceled. And no further contact from alphaeon credit They are doing fraudulent activities to open new accounts.Business Response
Date: 03/04/2025
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:03/03/2025
Type:Billing IssuesStatus: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 wife has been receiving statements and now phone calls and texts about this credit
card account.
She never knowingly applied for a credit card, she did not want a card and has never received a card, which means she has never used a card.
The original charge on this card appears to be an origination fee, later charges are interest and late fees. The limit on the card was only $150, so it only took a couple of months of late fees and interest tacked on to the origination fee to exceed that limit.
I'm not sure what kind of scam this company and this bank are running but the harassment needs to stop, and other victims need to be notified.
I'm copying anyone who needs to know that this company and bank are running this scam so that other people do not become victims.
****** Olthoff
******************************************Business Response
Date: 03/03/2025
We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.Initial Complaint
Date:02/27/2025
Type:Billing IssuesStatus: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.
Business constantly calling harassing me all times of day night morning owe business 300 dollars if that and they are going out of business I wrote them and told them to please don't call me
wrote as my state of mind is fragile after losing my only living brother.
i will pay them send me up.
Writing I repeat in writing an amount to clear my account and I will dropping all interest fees late fees etc they reporting my account continously to credit bureau and it is closed
Business Response
Date: 02/28/2025
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:02/25/2025
Type:Billing IssuesStatus: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 Bank regarding an unfair and deceptive credit limit reduction that negatively impacted my Ulta credit card account.Details of the abuse: On February 21, 2025, I made a purchase of $38.74 using my Ulta credit card. At the time, my available credit was $124.00, and my total credit limit was $350.00. My statement for that billing cycle reflected: Previous balance: $219.31 Payments made: -$37.00 New balance: $187.48 Available credit: $124.00 No fees or penalties listed On February 22, 2025, Comenity Bank lowered my credit limit without prior notice, reducing it below the amount of the purchase I made the day before. This retroactive change made it appear as though I had exceeded my credit limit when, in reality, my purchase was made while I had sufficient available credit.Why This Is Unfair & Deceptive: Comenity Bank reduced my credit limit after my transaction, creating the false impression that I exceeded my limit. When I contacted customer service for clarification, I received dismissive responses that failed to address my concerns. While I was informed that no over-limit fees were charged, this practice unfairly impacts my credit utilization and account history, which could negatively affect my credit score.Business Response
Date: 02/25/2025
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:02/25/2025
Type:Billing IssuesStatus: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 1/7/25, I used my Comenity Bank/***** ************* credit card ending in 8972 to buy a watch from a merchant (RAMERICA FINE JEWELRY & **************). The purchase amount on this credit card was for $4,000. For budgeting reasons, I asked the merchant to change payment methods. The merchant approved this request and charged/billed a separate card (Navy Federal Credit Union debit card ending in 3983) for the same amount ($4,000). The merchant then provided a refund slip, along with a refund confirmation email showing that a full credit of this amount would be issued to my Comenity Bank/Lexus Pursuits credit card ending in 8972.
As i never received this credit i then initiated a credit card dispute with comenity. I provided Comenity with this refund slip, along with a copy of the updated receipt showing later payment for the full amount of $4000 with my Navy Federal debit card ending in 3983. I also provided comenity with a copy of my banking statement showing that I paid for this purchase by other means. I was eventually given a temporary credit by Comenity for the full amount, only for it to re-billed to me a few days later on 2/6/25. I then received a letter dated 2/5/25, stating that the merchant provided supporting documentation.
When I reviewed this documentation i realized that it was simply a copy of the original transaction which did not disapprove that the payment method was later changed. When I attempted to re-open this dispute on several occasions I was told that Comenity did not receive any additional information or documents supporting my dispute. Unreal.
Business Response
Date: 02/25/2025
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: 02/27/2025
Complaint: 22986610
I am rejecting this response because: Comenity Capital Bank sends this generic response to everyones complaint often times never reaching back out to the individual. As comenity hasnt actually solved my issue i cannot accept this response
Regards,
***** *******
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