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

  PO Box 699 Milford, OH 45150-0699

• 

  Comenity Capital Bank

  P.O. Box 120 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:06/04/2025

  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 Sephora took out an unauthorized charge. My bank placed a block on my account until it was remedied by Sephora, which they did. After my bank was removed, Sephoria had a block on my account. After numerous calls, I was informed to submit documentation from my bank confirming the block was removed, but I was informed that this was not sufficient and that a formal letter from the bank was required. The documents were submitted, and I received an email from Sephora the block was removed. I contacted your company again on May 30, 2025, to report continued issues registering my checking account information. The representative I spoke with offered to process my payment over the phone. She confirmed that the payment had gone through and provided me with a confirmation number.
  
  However, when I logged into my account on June 4, 2025, I discovered a $41 late fee and a returned payment notice. I immediately contacted your customer service center for clarification and was told that the payment had not been processed. I reiterated multiple times that I had received confirmation of a successful transaction. Now I'm being told you could not find my account after the payment was processed, and it takes 3-5 days. If it had taken that long, and you knew the extent of the issues I had, I could have paid more easily with my debit card.
  
  
  This experience has been extremely disappointing and reflects a concerning lack of professionalism and leadership within your customer service department. I am requesting that this matter be resolved immediately by a qualified manager who can thoroughly review my account, resolve this issue, and ensure that no further damage is done to my credit or account standing.
  
  Please contact me as soon as possible to address this matter to correct my credit report and remove the return payment.

  Business Response

  Date: 06/05/2025

  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:06/04/2025

  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.

  I visited the Academy store in person during the last 12 months to look at bikes....THEN, months later, I visited their website over the Memorial Weekend...less than about two weeks ago,,, approx.
  
  I viewed bicycles -- just to see if they had my framesize, etc only....I then applied for a credit card. As someone who no longer drives, this interested me. Credit was granted. I then went back to look at the bikes in much more detail...I was surprised to find Many bike purchase reviews that were Very negative....This greatly alarmed me. Within 48 or 72 hours I called the main Academy business corporate headquarters and requested to immediate Reject any credit card...Obviously, no card had been sent yet....They claimed they had then closed it down...but then sent me an email documenting that the card was still open...and also asked for my review of interacting with them or buying something....I had bought NOTHING then...nor since...and today is June 3, 2025

  Business Response

  Date: 06/04/2025

  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.

  Customer Answer

  Date: 06/16/2025

  I have EXOTROPIA in my left eye...My ************* of Attorney, ******** O. ******, who also happens

  to still practice law in **, can attest to this fact.

   

  Academy:

  You and I KNOW you gave your word over the phone that YOU were closing this account just a few short days 

  after I opened. As a 1994 graduate of ********************* in **, I think a court of law will believe my statement to that

  effect. Once I saw the Awful complaints online regarding the quality of your bicycles, The ONLY thing I wanted

  to buy from you....I asked to cancel the account immediately!  AND you refused to send an email confirming

   

  that cancellation...Obviously, yuou knew you would just keep bullying me...Well, I do NOT own a car, and

  no longer drive.....so, I cannot order online to come pick up things....

   

  The exotropia delayed my response to you....Stop bulying me!!   I will notify ***** ****** in **, if this

   

  doesn't stop....Elder Abuse through credit card fraud is Wrong!!!   **** E Smith   8137 Southwestern

  Blvd......Stop Harrassing me...You just moved my complaint from the Dallas BBB to try and HIDE

  your fraud. Mr. ****** has written people on my behalf regarding all of my health problems  Shame

   

  on companies like yours!!!  I also have called and left word that when YOU still sent a credit

   

  card to me AFTER promising to close it on the phone...I cut it into pieces...Stop bullying me...I 

   

  will now go file with the *** ...as you enjoy bullying senior citizens way to o mcuh!!   

• Initial Complaint

  Date:06/04/2025

  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.

  Ok so I have a zales credit card given by comenity bank. I was on a promotional plan zero interest for 12 months. If not paid in 12 month you get charged all the interest. But the thing was the was never given my end date, couldn’t sign into my account to find out and when I called about it I was given the run around. So they prevent you from getting that info then charge you all this money in the end and there is nothing you can do about it.

  Business Response

  Date: 06/04/2025

  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:06/02/2025

  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.

  Subject: Dispute of Late Fees and Interest Charges After Full Payment To Whom It May Concern,I am writing to formally dispute the late fees and interest charges posted to my Carters credit card account ending in [9803], following a full balance payment made on April 11, 2025, in the amount of $179.33.Despite paying my account in full, I was charged:A $4.66 interest fee on 04/15/2025 A $34.66 late fee on 05/10/2025 A $15.00 late fee on 05/16/2025 A $3.00 minimum interest charge on 05/16/2025 These charges appear to stem from residual interest (often referred to as trailing interest), but since the full balance was paid in good faith and on time, I believe these fees are both unjustified and contrary to fair billing practices.I respectfully request:1.A full explanation of why interest and late fees were assessed after the balance was paid in full.2.Immediate reversal of all and any late fees and interest charges.I have been a responsible account holder and am requesting that this matter be resolved promptly and fairly. Please provide a written confirmation that these fees will be removed and that no negative reporting has been or will be made to any credit bureau.Thank you for your time and attention to this matter.Sincerely,******* ********* Account: 9803 ********************* ************

  Business Response

  Date: 06/03/2025

  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.

  Customer Answer

  Date: 06/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23410050
  
  I am rejecting this response:

  because it does not accurately address the ongoing issue I have experienced with this account. Over the past several months, I have made multiple attempts by phone to resolve this matter. Unfortunately, I continue to receive inconsistent and conflicting information from each representative I speak with. The core issue remains unresolved, despite assurances that it would be corrected.
  
  I was promised that my account would be brought to a zero balance after I paid it in full. However, I was later charged interest on a zero balance five days after payment. When I called to address this, I was told the late fees would be removed and while some were adjusted, the interest charge of approximately $4 was not. That seemingly small oversight triggered a chain of subsequent charges that should never have occurred.
  
  What concerns me most is the pattern of deflection and lack of accountability. Each time I seek resolution, I am referred to someone else, or the issue is obscured by explanations of policy and procedure that appear to shift depending on the representative. This lack of transparency and the repeated failure to fulfill the original resolution is what led me to file a complaint with the Better Business Bureau.
  
  I am requesting a full and final review of this account, with a correction made to reflect the original agreement a zero balance with all erroneous interest and late fees removed. I ask that this matter be handled with integrity, clarity, and finality.
  
  Sincerely,
  ******* *********
  

• Initial Complaint

  Date:06/02/2025

  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 charged a $30 late fee ( may 2025) on my account and when I asked if it could be reversed as a courtesy.. they said no because the account is closed .I find that hard to believe that they cannot credit my account. The account has been closed by me due to their poor customer service.

  Business Response

  Date: 06/02/2025

  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: 06/13/2025

  They have not reached out to me yet ?

   

  Customer Answer

  Date: 06/13/2025

  They have not reached out to me yet ?

• Initial Complaint

  Date:06/02/2025

  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.

  Cashier asked to sign up for credit card on a 30 dollar purchase to receive discount I did then then paid the 15$ balance at the same time of purchase which would be the next transaction on the register then I was informed they did not receive the payment that later added on fees and interest after already being paid now I was left paying 113$ for a 30$ item I paid for then on the spot

  Business Response

  Date: 06/02/2025

  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:06/01/2025

  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 called on 5/5/25 and tried to make a payment via the automated system. The automated voice kept saying "could not understand my request." Spoke to an operator, "please I want to make a payment" the operator told me if she makes my payment it will cost me $9.00. So on May 6, 2025 my bank mailed a check and I have proof it was deducted from my account. I just received my statement and was charged a late fee of $41. I called and spoke to people in *****. DO NOT USE COMENITY THEY OUTSOURCE EMPLOYEES WHO HAVE HORRIBLE CUSTOMER SERVICE

  Business Response

  Date: 06/02/2025

  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: 06/12/2025

  I have not received a response from the business yet. I don't want to accept the response until they respond to know if it's acceptable. 

  Customer Answer

  Date: 06/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23405144
  
  I am rejecting this response because: I have not received a response from the business yet. I don't want to accept the response until they respond to know if it's acceptable. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:06/01/2025

  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 have been paying **** since 2021, and I was never late because I had it taken out automatically every month. Most recently they changed banks, and it stopped my automatic payment, I was not informed they changed banks and I keep getting calls from a Comenity Capital when I spoke to one of their representatives, they informed me that **** changed banks (You can check the recording because I told them I did know and I thought they were trying to commit fraud it is all recorded). I started my automatic payments again. A couple of months later Comenity Capital started calling me again stating I was behind on payments I told them I never stopped my automatic payments so why would I be late. They charged me a late fee, and they messed up my perfect no late payments on my credit. I started my automatic payments again at that time. No, I get another letter stating I am now 120 days late and it is on my credit report. I also see that I have a $2,101.01 balance I brought the laptop for $2,300.00 and I have been paying for 4 years my amount was around $1,500 about 2 years ago now it backs up. I believe there is some fraud going on and I'm paying for it. Please help me I know there is a problem, and **** is getting away with it something is going on with this company. I know I have paid them for the laptop. How could the amount be back up to where it started and I have been paying for 4 years going on 5 years. Please help I want this resolved and my credit fixed.

  Business Response

  Date: 06/02/2025

  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:06/01/2025

  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 writing to formally dispute a finance charge of $328.92, which appeared on my statement dated February 21, 2025, and has since increased to $445.00. My initial dispute was submitted on March 12, 2025, within the 60-day timeframe outlined in the Fair Credit Billing Act (15 U.S.C. 1666 et seq.). To date, I have not received a satisfactory explanation of the denial of my dispute, nor any supporting documentation used in your decision-making process. On February 12, 2025, seven days before the due date, I submitted a payment of $23,347.46 via *** Online Banking, a secure and widely accepted bill payment method. This payment was not posted by Comenity for nearly two weeks. Upon discovering the delay, I immediately placed a stop payment on the check and contacted Comenity customer service. Following their guidance, I made three consecutive payments by phone to ensure my balance was paid in full promptly.. These actions were made in good faith to avoid delinquency and demonstrate my commitment to resolving the matter responsibly. I also submitted supporting documentation from ********, clearly showing that the payment was issued well before the due date.Given these facts, I respectfully insist on the following:1.An immediate credit of $445.00 to my account;2.A detailed written explanation of the rationale for the original dispute denial, including the evidence relied upon;3.That no further finance or interest charges accrue while this matter remains unresolved.The payment delay was beyond my control, and I took every appropriate step to correct the situation. My actions should not result in unfair penalty charges, particularly in light of the protections granted under the ****.

  Business Response

  Date: 06/02/2025

  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: 06/02/2025

  I am writing regarding my ongoing dispute over charges on my account - 6602. I originally submitted a written dispute on 6/1/25. contesting the amount. Despite this, I have now received a new statement that includes a $30 late fee and additional interest charges. These fees are related to the amount currently under dispute and should not have been assessed under the Fair Credit Billing Act. I request that Comenity immediately remove all such charges from my account and provide written confirmation of this action. Please also ensure that no negative reporting related to this matter is made to any credit reporting agency. Thank you.  
  
  

  Customer Answer

  Date: 06/05/2025

  I am writing regarding my ongoing dispute over charges on my account - 6602. I originally submitted a written dispute on 6/1/25. contesting the amount. Despite this, I have now received a new statement that includes a $30 late fee and additional interest charges. These fees are related to the amount currently under dispute and should not have been assessed under the Fair Credit Billing Act. I request that Comenity immediately remove all such charges from my account and provide written confirmation of this action. Please also ensure that no negative reporting related to this matter is made to any credit reporting agency. Thank you.  
  

• Initial Complaint

  Date:05/31/2025

  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 surgeon's office suggested Alphaeon for my surgery. I was never told there is something about a promotion and when I was least expecting it I would be slammed with a fee I could not pay in a lifetime. I thought it is for surgery and there is no interest, that it was an interest fee card.

  I had not paid interest for years. I almost had it paid down to 4k.

  On May 26th I was charged nearly equivalent to the balance of 4k. over *******. There is no way now in a lifetime I can pay this with my other bills, my daughter with a disability has needs I have been waiting to address for years and now there is no hope to help her or pay this. My credit will be ruined. I currently have perfect credit.

  Business Response

  Date: 06/02/2025

  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.