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 869 Milford, OH 45150-0869

• 

  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:02/24/2025

  Type:Customer Service 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 submitting this formal complaint regarding an issue with Comenity Capital Bank, the issuer of the **** Pay Credit Card, due to what I believe to be unjustified account closure and lack of proper communication or resolution.

  On 02/14/2025, I applied for a **** Pay Credit Card, and my application was approved with a $5,500 credit limit. However, when attempting to make a purchase, my transaction was halted due to a security verification requirement.

  Upon contacting the Account Protection Team, I was instructed to submit identification documents, including:A copy of my state-issued drivers license A copy of my federal Social Security card A recent utility bill (PSE&G bill)On 02/14/2025, I promptly submitted all requested documentation via email. Despite my compliance, I received no response for two weeks.

  Then, I received a letter stating that my account had been permanently closed due to continued security concerns.

  This decision is unfounded and unjustified for the following reasons:The account was newly opened, and no purchases were made, so I fail to see what security concerns could exist.I fully complied with all verification requests and provided legitimate, government-issued identification and a utility bill, which should have been sufficient to confirm my identity.I was not given any opportunity for recourse or appeal, and I am now forced to wait 30 days to reapply, which is an undue burden as I urgently need to purchase a computer for my business.

  The banks actions have caused undue inconvenience, have disrupted my business needs, and appear to be an arbitrary and unreasonable decision despite my full compliance with their verification process.

  I am requesting that the account closure be reconsidered and the matter be promptly reviewed for reinstatement.

  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: 02/25/2025

  I have not heard from the credit card company. As soon as I hear from the credit card company and a mutual agreement is determined I will update the website.

  Customer Answer

  Date: 02/26/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22983587
  
  I am rejecting this response because: I have not heard from the credit card company. As soon as I hear from the credit card company and a mutual agreement is determined I will update the website.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:02/24/2025

  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 paid the account in full and the credit card has already been closed as of 2/15/2025 as all Big Lots store location are closed or in process of closing.
  
  I paid in full online as the store advised that they could not take the payment. I have been charged another $2, when there is no balance due on the card.
  
  I have spoken with am=n extremely rude rep who was uninformative and then once received a supervisor on the line and requested the documents that I signed, they were unable to be provided. Thus this charge should be removed if the documents referred to cannot be provided. I also requested my acct number to add to this complaint and was advised that it would not be given even after going through several questions to verify my acct. (The card was shredded already since acct closed and card could no longer be used.)

  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: 03/09/2025

  By my filing of the complaint gives them permission. BBZB should be able to see their response esp since the acct has not been corrected.  Also no call from the company as well. 
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/24/2025

  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 recently took out a credit card at ********, the account is handled by Comenity Bank. Soon after, all of the stores closed down. I have never been able to make a payment towards my balance online and when I call the company, they tell me my bank account and debit card info is wrong.

  They are unwilling to help in any way. The representatives get hostile demanding my banking information. I have only been able to successfully make 3 payments due to this. They continue to add more late fees to my account. It was only a $300 balance to begin with and they and they are saying my balance is still $370. They are not willing to help me make a payment when I call.

  The number on the back of my credit card is no longer in service. Three of the times I have given them my information they say they are processing the payment but it never charges my bank. None of my payments should have been considered late.

  At this point, I am considering this practice fraudulent. I need all of the additional fees taken off of my account. I need my balance to reflect the payments that have gone through, $70 on 1/21/25, $50 11/18/24, $45 on 10/17/24.

  I need my credit report corrected and the late payments taken off. I will not give this business my banking information for any payments until this is resolved. I do not trust this company or its rude representatives.

  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

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22983093
  
  I am rejecting this response because: 

  The business has not done anything at all to address or fix this complaint. I am still unable to make payments and they are still charging additional late fees and interest. As soon as all late fees and interest are removed I will pay off this account in full. I will not make any payments to this company until my complaint is addressed. I will not accept the company using a generic template to respond.

  NOTHING HAS BEEN RESOLVED. THIS COMPANY IS STILL COMMITING FRAUD AND STEALING MONEY

  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:02/23/2025

  Type:Customer Service 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 Capital Bank. I called them last year to not renew my CD. They said ok.

  In 2024 they renewed my CD and then charged me $2002.75 CD break fee when I called to get my money out. I called multiple times before that and they assured me I would be able to get my money out as my CD would turned off of auto renew.

  I would like my interest returned to me or I will contact Nassau County Consumer Affairs and the ***********************. This is alot of money for me that they stole from me. I have to feed my family. This is not the economy to steal $2000 from a non wealthy individual

  Business Response

  Date: 02/24/2025

  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:02/22/2025

  Type:Customer Service 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 01/16/2025 My autopay of ***** attempted to debit my account to pay my **** Pay account housed with COMENITY due to an accounting error on my end the payment was rejected. I excepted to pay a fee due to the payment being rejected after all it was my fault. However COMENITY failed to notify me of the returned payment, the fact they removed me from automatic payments even though my 01/2025 statement showed at the bottom that on 02/16/2025 my autopayment of ***** would be deducted from my checking account and then when that payment was missed because I had no notification or indication that the payment wouldn't go through as normal, I again received no notification, phone call, e-mail. text message, or even letter in the mail to let me know my payment for 02/16/2025 was missed until my statement came out on 02/20/2025 indicating I now owed the company $60.00 for 3 months worth of payments (minimum payments for those months being $20.00 but I pay an additional $10.00 a month to pay down the balance faster) when I logged into my online account with them there was a huge notice telling me my account was past due and I'd be receiving paper statements until my account was brought to current but no notifications in there either indicating missed payments or that autopay had been deactivated.

  Then on 02/22/2025 I received notifications from my credit bureaus that I had a delinquent account reported to my credit and you guessed it, it's this account. When I contacted the company about my complaints I was simply told "we don't send out notices about canceling autopay, it's in our policy" however the terms we agree to when we sign up for autopay simply state that we as the payer have to give them 48 hours notice before payment is pulled and states nothing about them canceling autopay without any notice. I did not sign up for this account under this company, they bought it out from **** who I originally signed up through.

  Business Response

  Date: 02/24/2025

  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: 02/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22978398
  
  I am rejecting this response because: it is a blanketed response and nothing has been done at this time. 
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 03/15/2025

  I received a response today 03/15/2025 in writing from Comenity bank about my BBB complaint and I reject it. 
  They stated in paragraph 3 that they sent an e-mail on 01/25/2025 advising that automatic payments were off and I'm responsible for making payments however I've attached copies of my e-mail inbox from 01/24/2025 to 01/26/2025 showing no messages from **** Pay as well as my inbox sorted by **** Pay directly to show all the communication I received from them. I have also included a screenshot of the messages from their representatives (zipped file) through their website where it clearly states "Unfortunately, we do not send a notification about the account being un-enrolled from automatic payment or a missed payment." not once but twice by 2 representatives as well as I was told twice when I called on 02/22/2025 by two representatives on a recorded line the same line as above, that they do no send a notification about the account being un-enrolled from automatic payments for a missed a payment." 
  So if I was indeed sent a notification I would like documentation from their end proving that this was sent to me. 

• Initial Complaint

  Date:02/22/2025

  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 to a local dentist office to see if I could get preapproved for some work that I want it done. I had applied for ***** to see if I was able to get the amount I needed. I got approved for ******. At which point the dentist office collected the full ****** for services that were never performed.

  Ive worked it out with the dentist office and they have paid back the creditor the ****** but now the creditor is harassing me over late fees in the amount of $600 on an account that I never used for services that I never received.

  And now instead of attempting to work with me, they hang up on every phone call I attempt to make. I do not owe this money.

  This is not my debt and it has grossly affected my credit rating. For the first time in my 48 years on this earth, I have a delinquent payment reported to my credit report.

  Business Response

  Date: 02/24/2025

  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:02/21/2025

  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.

  Hello, I am writing regarding my Comenity Capital Bank Famously You Rewards Credit Card. I opened the card around Christmas to save money on my daughter's boots, which were around $43. When I finally received the card, I logged in to pay my bill in full. I noticed I was a few days late, so I paid the bill and wrote to the company, requesting ***** and asking if they would waive the late fee. I then logged off and didnt think about the card for a ***********, I received a text message saying my bill was due on my Famous Footwear card, which confused me since I hadnt made any additional purchases. When I logged in, I was shocked to see that I now owed $63. Upon reviewing my account, I saw a response to my message requesting the late fee waiver. They had replied on the 7th, stating that there was no late fee to waivedespite the fact that I had indeed been charged a late fee on the 3rd. Since I hadn't purchased anything else, I had no reason to log back in, unaware that another billing cycle had passed. Sure enough, I was charged another late fee along with a $3 finance charge.I called customer service to discuss the issue, but they told me there was nothing they could do except credit me back $15. I find this completely unacceptable. I am extremely frustrated by the extra money I have had to pay in late fees when I havent made any further purchases on this card. I am requesting that my account be credited the full $63, as Comenity Capital Bank and Famous Footwear are unfairly charging me.Thank you for your attention to this matter.

  Business Response

  Date: 02/24/2025

  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: 02/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22975179
  
  I am rejecting this response because: Theyve done nothing to solve this nor did anyone call me to talk about a resolution. They gave me false information and are unfair to me as a consumer. 
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:02/21/2025

  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 up a credit card in the ********* store in *********, ** on 10/11/2024 to save on a custom framing project. My total was $394.52. I paid entire total on 11/15/24 over the phone and this amount was deducted from my account on 11/19/2024. I then got another statement in the mail saying there was more due, which I didn't know how or why since I didn't use the card. It included a balance with fees, interest, etc.

  I called the bank again saying that I felt scammed and they were able to apply a $15 voucher. I asked them that if I paid this amount, can they confirm there will be no additional charges. They confirmed this. I also asked that they close my account and cancel my card.

  This all happened over the phone on 12/24/2024 and $35.56 was deducted from my account on 12/26/2024.

  Since then, I have received 2 more statements in the mail with paper statement fees, late payment fees, interest and tax. Their team is choosing how much they apply to my bill and leave a balance to accrue these additional charges and interest. I just called them again today 2/21/2025 asking for them to close the account, cancel the card, clear the balance and stop paper statements.

  I do not trust them as this has been happening for 4 months now and feel unheard and scammed. Every phone call with their company has been recorded and they are taking advantage of me.

  Business Response

  Date: 02/24/2025

  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:02/21/2025

  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.

  January 1, 2025 I paid my account in FULL and called to lock my card so it wouldn't be used. They said they can't.

  January 13, 2025 I received charges I didn't know about in interest after the account had been paid in full for almost two weeks.

  February 7, 2025 I receive a late fee.

  February 10, 2025 I receive a minimum interest charge. All this while my account was paid in full and I was unaware of any charges adding up. My account shows a whopping $9.36 balance with interest, late fee and another interest charge.

  This is stealing and scamming charges on people when the account has a zero balance!

  I want my bill adjusted and the late fee removed and my account closed! I have read where even after paying off the balance with these people and closing the account they still charged accounts and sent late payments to credit companies. Very shady company!!

  Business Response

  Date: 02/21/2025

  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:02/19/2025

  Type:Sales and Advertising 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.

  Accepted a credit card offer on 09/17/2024 to spend a $1000 I get $200 bonus within 2 billing cycles. I spend that by October. As of today, 02/19/2025 I did not receive my bonus yet. I have written messages through their email system and the responses I received sounds like they dont understand English. I have called several times and they just say wait. They did not solve my issue at all.Issues I have seen so far:1-They did not honor their $200 Offer.2-Credit card Payments takes up to 21 days to post. I had to over pay to avoid being late.3-I could not access my Credit card and my savings account through the same log in.4-I was not able to pay the credit card from my savings account. I had to use another bank.5-I see a lot of BBB complains about their services.I have pulled all my money from my savings (left 2 bucks to keep the account open). I stopped using the credit card because I lost my faith in their ability to fix any problem that may come up.

  Business Response

  Date: 02/19/2025

  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: 02/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22960130
  
  I am rejecting this response because: 
  

  They Kept saying wait and wait. even though it has been 5 months. and after i complained to BBB they did not provide any answer.

  
  Regards,
  
  **** *******