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 349 Milford, OH 45150-0349

• 

  Alliance Data

  PO Box 370 Milford, OH 45150-0370

• 

  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:02/18/2025

  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 Childrens Place card last bill was $34 dollars I paid the bill on 01/17 for $34 the account was paid off today I get a statement saying that I owe $71 when I havent used the card I dont understand where this extra money is coming from when the account was paid in full

  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.

• Initial Complaint

  Date:02/18/2025

  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.

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  
  Yes, hi, my name is **** *****, and I'm calling here to make a complaint with the company named *************. They also go by several other names that is similar to Comimity Capital or Capital Comimity. Anyway, my case number is 229-56662, and my complaint is kind of two-folded, but I'm going goes with **** Financial, because they're the ones who are saying that I owe money for an under-the-counter water ionizer, and they're saying I'm owing them somewhere in the mountains It's quite a bit of money they say and I didn't put that amount on here just yet. But anyway, the company who I was purchasing this item from is called **** Ionizers. They sell ionizers as well as whole house water filtration systems. The problem I had with them is that they didn't provide me with information about their water, their whole house water filtration system. That was because I said, well good, I can get my water filtration system from them as well as the under the counter water ionizer. So anyway, I made it clear to them that I have already had problems with having a whole house water filtration system put up because the plumbers kind of, the plumbers here kind of want you to get these things directly from them instead of even having purchased one and then they're going to come and put it up. So, I explained that to the company who I was purchasing the items from. I said, well, you know, I believe I'm going to have a big problem with having a plumber to actually come in and install these items. He said, oh, no, I can have, he told me, oh, no, that they could have a plumber come here and have these items put in for me. ****. I thought that was, I said, really? I said, well, what would be the charge? He said, there would probably be no charge, and then it's going to be a very small amount. So I was impressed, because they would be able to bring someone here that I could finally get this project done that I wanted to have done, the water, the whole house filtration, and also the water ionizer. So I had the problems with communicating with them regarding that. They wouldn't return my call. I explained to them that, hey, before I get these items, I need to be able to talk with the plumber, the people who are going to be coming here, so that I will be knowing for sure that you wouldn't have delivered these items to me, and then I cannot get them done. Because I've already had that to happen. And I have had to return a whole house water filtration system back to the company for the simple reason that I could not get anybody here to install it without them charging more money than what I paid for. So I told them, I said, well, you know, I'm going to have a problem with that because The people here in *************, they want you to purchase it from their plumbing company. Well, I already told you that a life ionizer told me that they would provide me with a plumber who will do it. So since I've been contacting them, I said, you know, I got a little information about your life ionizer, but not enough, and I need to know more. Could you tell me more? I mean, I used to like doing my research on things. And you haven't provided me with any real-true information I could find out more. And I say, especially, I say, what type of water filtration system? I said, I really go way out with doing my research to find out what I'm getting. They were not providing me with the information that I needed. So what I did, I went ahead and told them, hey, I'm going to go ahead and cancel this. Because I don't know much about it, and then right around the same time, another company contacted me about their water ionizers. I got information that convinced me that I got the best water ionizer right now, and I went with the other company. I contacted **** Ionizer to cancel it, they wasn't returning my call, and I contacted the bread financials because they wanted me to get set up with automatic payments. I said, I've already canceled it. I told the company that I didn't want the item and bread financials did not go any further. They said, well, we have you down here. I said, yeah, but I'm the person I don't want. I said, I have not received it. Plus, he already said that I wasn't going to get it until sometime in November, around the end of November. I said, that's a very long time to have to wait to receive it, and this was in October when I had spoke with **** Financier about their thing. They quickly put me on the phone to get it sold, to get it financed through ***** Financial, but they never follow up on anything more, and they don't return your calls. So this is what is happening where I'm standing at right now. ************* is claiming that I owed them money. I told them, hey, I already contacted you. I told you I was canceling it, and I didn't want it. And then some time ago in ******** **** ionizer sent me a text and a voice message, which I still have a record of those things, and they were telling me, although I don't know if you were aware that they were going to be delivering the ionizer, and they said, just so you'd be aware. Well, you know, I told the people when the postman came to my door, I said, I said, I do not want this had them to take it right then and there. So I don't, I don't, I don't even have their items. I should not be charged for it. And I believe what red financial is doing is that they are reporting that I'm not making payments, but I don't even have the product. And in addition to that, I already told them I didn't want it. So it's like they're trying to force me to take an item, or they're trying to make me pay for something that I don't have. Now, Bread, the thing is that the other company, which is water ionizers, they paid them right away. And then I waited all this long time to receive the item, which would have been a whole over a month after you signed up for it. So they want to deliver it sometime in ******** purchase it, even though the purchase was done in October, and they told me that that's a whole long time they have to wait. So, my complaint is against ************* because they are the ones who are saying that I owe them money for this, that I have to be making a monthly payment. And I already tried to explain to them and told them and they ignored it and they said that the company would have to tell them that. In other words, life ionizer would have to tell them that it is cancelled. And so I, but, but life ionizer is not.

  
  Yes, my name is **** *****. My telephone number is ************ and the case number or the complaint number is 229-56662. I have submitted a complaint in the form of the letter that you have on the internet to fill out as well as I have submitted this complaint through the message system that you have and which I spoke into a recording. So I need to know that whether you have received either one of them. You could reach me at the phone number I just stated, ************, and I would appreciate you calling me back as soon as you can. This is my cell number, so you call me, and I should be able to pick up the phone any time, you know, as long as I'm not in an emergency or whatever or if I'm away from the phone. But anyway, please call me back because I'd like to know that you have received my complaint because I want this complaint to go into effect because the two people I've been trying to reach who are involved in this complaint, who this complaint is against, they're not returning my call and I'm not hearing from them and they also are not, they're not going And they're not resolving this matter when I send them text messages as well as emails. So I've come to this point to file a complaint with the Better Business Bureau. I do want the complaint to go through, and that's why I very much would like for you to call me back so that I will be sure that my complaint has been received and that something will be done about the problems that people are taking me through. Thank you very much.

  Customer Answer

  Date: 02/19/2025

  I wanted to purchase a water ionizer from Life Ionizer and a whole house water filtration system. The company did not give me sufficient information regarding the whole house filtration system and did not communicate with me. They never returned my calls. I needed to know about the home filtration system. As a result of their poor communication, I purchased the ionizer from a different company, that provided me with information about their water ionizer that I was very impressed with. Life Ionizer informed me that they would provide a plumber that could connect the water ionizer and the whole house filtration system. I informed them that I would need to contact the plumber to know for sure that they can and will do the connection. Life Ionizer never contacted me. I contacted Life Ionizer and informed them that I do not want their water ionizer nor their whole house water filtration system and to cancel the orders. Life Ionizer refused to do either. *************** was contacted in October 2024. I explained to them that I cancelled the order. Neither *************** nor Life Ionizer contacted me about my cancelation of the orders. *************** is continuing to say that I have a payment due and that I am behind in payments. I have informed *************** that I will contact all the credit reporting bureaus and if they have reported any negative information regarding my credit that I will be filing a dispute with the credit bureau as well. I do not have the Life Ionizer nor the Whole House water filtration and should never have been charged. Therefore, I wish that the BBB will address both of these issues in my complaint. *************** should stop charging me and they should correct any negative information that they may have reported to the credit bureau.
  
  Billing adjustment; Correction to a credit report; Billing adjustment

  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: 03/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22956662
  
  I am rejecting this response because: There is no satisfied resolution to my complaint.  The company merely states that they have received my BBB complaint.  They have not stated that due to my having cancelled the Life Ionizer and that I have not received it, That I do not and should have not been charged.  I have refused delivery of it by the **************. Therefore, it is not in my possession.  Due to those reasons, I am harmless of any charges, including any damages to the Life Ionizer, if there are any. Furthermore, there was no mention that this incident will not affect my credit rating in any manner.  For these reasons, I do not accept the response, thus, hereby rejecting it.  
  Regards,
  
  **** *****

• Initial Complaint

  Date:02/18/2025

  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 applied for an account through bread pay. I was approved for $5,000 and they wanted to do identity verification of me. This is my second application trying and each time it has been denied stating that I was doing fraud against their company. In the email I received from them it said there was nothing I can do about it.
  
  How the heck can they accuse me of fraud and not allow me an opportunity to prove I am who I am?
  
  I am the person on the application. I do pay my bills on time and I have excellent credit. Sadly they are so dumb. They don't realize that I have a bread savings account with them that's linked up ed to my other checking account that I have transferred funds from one to the other in hopes of establishing a better relationship with them.
  
  There's nothing fraudulent about my application. Other than my savings account that I have with bread, I have never had any other accounts with them and there is no justification for them to accuse me of fraud. That in itself is a crime against me. They're accused me of something that's not true.
  
  I'm enclosing a copy of the second email I received from them stating that I did fraud and I'm enclosing copies of my passport and my driver's license and also copies of me holding each document in my hand with a clear photo of me. I've also included a copy of my social security card. As you can see I took photos. These are not scanned documents. I took photos of the actual documents.
  
  They have no right to be treating customers this poorly. This is really disgusting and outrageous! I should be filing a lawsuit for slander and libel and defamation of character that gets their company because I know I would win. I just may refer this over to an attorney for lawsuit.
  
  I have worked very very hard on my credit. I'm not some deadbeat person that doesn't pay his bills.
  
  I want this matter resolved because there is nothing fraudulent about my application.

  Customer Answer

  Date: 02/18/2025

  This application is not fraudulent and I want them to approve it based on their pre-approval.  I have sent them verification of who I am. I sent a copy of my driver's license and my passport and me holding each. 

  I just and they can compare that to my driver's license and passport.  I've also included a copy of my vehicle registration.

  My resolution is I want my application approved based on the terms that they pre-approved me on.

  Business Response

  Date: 02/18/2025

  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: 03/12/2025

  2 days ago I received a letter from this bank basically telling me that if I have any questions to please contact them.  I took the time today to make a phone call to their customer service center. Being told that it has probably something to do with my credit file which is not true.  I have daily access to my credit file and I know what's on there and there's nothing that says that there's potential fraudulent activity.  This is a complete load of c*** that they're trying to feed me trying to pass off blame.  I have a right to know why I'm being accused of potential fraudulent activity and I demand to know. 

  What I have done is I have filed a complaint with the **** who oversees your bank.  I've explained to them the situation and that I demand answers. 

  It's against the law to make an accusation towards someone without evidence to support that claim.  You're defaming my character and that's libel.

  My next step is filing a federal lawsuit against your bank for damages if I do not get the answers I demand.  You're causing me injury and to me that's worth a million dollars.

• Initial Complaint

  Date:02/18/2025

  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.

  Today 2-18 2025, I received a letter by postal mail from Comenity Capital Bank, BUT I have no business with them. Some how they have my information telling me that they are going to share my personal information with their affilates.I didnt apply for any of their bank services or affiliates. In case they accessed to my credit information for any inquiry that I never made by my self, cancel any credit or related topic authorization.

  I Dont want them to share (in case they have it now or in the future) :-My Social Security number and income.-Account balances adn transaction history.-Credit history and credit scores.And any other personal or credit information that can affect negatively now or in the future.I want them to erase any information they have from me and stop sending any mail or electronic correspondece from they or their affilates, now and in the future.Thank you

  Business Response

  Date: 02/18/2025

  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:02/17/2025

  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 received a letter dated 02/05/2025 stating I need to contact Comenity to finish processing my Ulta Beauty Rewards Credit Card credit card account application" (the double "credit card" in both proper noun and lowercase is a direct quote from the letter).I never started an Ulta Beauty Rewards Credit Card application and there is no inquiry on my my credit report with any of the three bureaus.This letter is not in good faith.

  Business Response

  Date: 02/18/2025

  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: 02/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22953878
  
  I am rejecting this response because this cannot be the final response. I recognize there will be a follow up, but this case should remain active until the follow up is complete.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:02/17/2025

  Type:Order 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.

  Interval World Mastercard is issued by Comenity Capital Bank. When I applied for the Mastercard and was approved, they promise a one week (7 nights) Dream Vacation Week Certificate at your one year anniversary of having the card. My one year anniversary passed back in August 2024.

  They state that the certificate can **** *-8 weeks to be issued. We waited the 8 week time period and still hadn't received it, so we contacted them. We keep getting passed around from department to department with no resolution. We were also sent to Interval World ************, *********************** ************ and to Interval Mastercard ************ multiple times, and no one knows the correct department to contact.

  We filed a formal complaint/dispute with them and were still directed to the incorrect department. I have attached the message chain along with supporting documents on the matter.

  Business Response

  Date: 02/18/2025

  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: 03/06/2025

  Hello, I still have not received a letter from the business with follow-up on this complaint. I don't want this case closed yet because it has not been resolved. What other steps can be taken?

• Initial Complaint

  Date:02/17/2025

  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 inadvertently paid my bill late by three days in January (I normally pay my bill in full), the due date was 01/07/25 and I paid $500 on 01/10/25. I was charged a late payment fee of $30 on 01/07/25. I accept responsibility for this charge because I was late.

  The next bill due 02/07/25 closed on 01/13/25. When I opened this bill due 03/07/25 there is another late payment fee, this time in the amount of $37. I called and asked for an adjustment, explaining that if the $500 didn't go towards the bill due 01/07/25, then I feel that it should go towards the next bill due 02/07/25. I am being charged a late payment fee twice, and feel this is exorbitant. Had I waited until after 01/13/25, the $500 payment would have gone towards the bill due 02/07/25.

  So, in essence, I was charged a late fee for paying my next bill too early. I also accrued interest, which is understandable because it is a credit card. However, it is not the consumer's fault that there is a 6 day limbo for payments. I was offered only a $15 adjustment, even after speaking with a manager. I was told there was no one else I could speak with, and my only recourse is to write a letter to their complaint department at ***********************************

  I am asking for an additional $22 adjustment, taking care of the rest of the late payment fee.

  Business Response

  Date: 02/18/2025

  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:02/16/2025

  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 a Comenity Credit Sephora credit card. I received a bill but not a credit card. I tried to pay my bill ($252.35) online, but I could not create an account without my credit card number, which is not reflected on the billing statement. I called their phone number to pay the bill online, and received a confirmation number (#******). There was enough money in the bank account to pay the bill. When I received next month's bill, it showed that the bill was not paid, and I was charged a $30 late fee. I called my bank and they told me that there was no indication that Comenity Credit tried to take money out of my account.I called customer service and they refused to return the entire late fee; they would only return half, or $15. I explained that this was not my fault and I would like a full refund, but they refused. In addition, when I asked to speak to a manager, they hung up on me twice. I believe this is a scam with the credit card company. This is a way to get more money from the consumer, which should not be due to them. They should be responsible for issues with their system.

  Business Response

  Date: 02/18/2025

  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:02/15/2025

  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.

  Received a letter from Comenity asking to call them to finish processing a SAKS MASTERCARD credit card account application. I have 14 days to complete the application, but I never applied for this credit card and if this letter is legitimate then there is fraud happening with my information on with this application. I can't find a number to contact without looking at the back of a credit card I don't have, and I don't trust the numbers on this letter to contact them. I am requesting that this application be denied, and that they remove the credit hit on my credit for this fraudulent application.

  Business Response

  Date: 02/18/2025

  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: 02/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22945253
  
  I am rejecting this response because:  They have not reached out to me directly to address this.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:02/14/2025

  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 took out this credit because of a medical emergency. I was told it was a promotional credit and that if I paid it off in a year I wouldn't have to pay interest. The loan was for 2400 dollars, I was paying 100 a month, after paying off more than half the promotion ended and I got hit with almost 1200 in interest! On top of that they were charging 53 a month on future interest. I called them to see if they could do something about this and they said no, all they can do is give you more time. That is of no help at all. I never missed a payment and wasn't planning to either, but now I don't care, I'm not giving them another dime! If I were to keep paying them the way things are I would end up paying upwards of 8000 for a root canal, they should be ashamed of themselves!

  Business Response

  Date: 02/14/2025

  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.