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:02/14/2025

  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.

  On 12/31/24 I purchased a camera from B&H Photo using the Payboo card that is issues by Comenity Capital Bank. My bill was due on 2/3/25. I logged into my account on 2/3/25 and added my bank account information correctly to pay the balance in full as I always do with my credit cards each month. After I submitted my banking information I received an email confirmation saying "This is confirmation that your payment toward your B&H Payboo Credit Card has been processed." I assumed that the payment went through with no issues based off this email. Five days later on 2/7/25 I was alerted that there was an issue with my account. I logged in to find that my bank payment for whatever reason did not get processed. They charged me a fee of $102.87 for interest. I called to request this charge back seeing as how I was never told until 7 days later, which I fixed the day I was notified. This charge is unethical due to not allowing or notifying me that there was such an issue. The said there policy prohibits any refunds for the interest charged.

  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.

• Initial Complaint

  Date:02/13/2025

  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 had purchased a love seat in May orJune 2024 at big lots in **********, **. The store talked me into applying for a big lots card due to being able to save more money by purchasing & putting it on the big lots card. The terms I was read by the ******** employee that was checking me out stated that they had a promotion going on which I qualified for stating that my purchase total had No interest, No payments for 6 mo. I stopped back at ******** on July 19, 2024 & made a payment on that account for $350 . Then I believe it was the end of August I started getting non stop phone ************* mails from ************** who the Big Lots card is issued through stating that I needed to make a payment, that I was late, I was being charged late payment fees & interest. I had talked to them numerous times telling them that the terms for this purchase was No interest & No payments for 6 months. They wouldn't listen to anything that I had to say & that they have nothing to do with anything as far as the terms I had stated. I went to the store itself & talked to the manager there & told her **************** had also said that she had her own big lots card & had same terms that I have but she never had any problems but also stated that there wasn't anything she could do- I had to contact ************************* which I have called & talked to 5 times now & they also say that there isn't anything they can do as far as commenity bank. ??? That is who their own cards are through but can't do anything?! I refuse to pay the late payment charges & interest & no one can seem to communicate as far as between Big Lots & ************** to straighten this out. & since all of this started ************** has been reporting all of this to the credit bureaus my credit has gone from good to poor. I also sent a money order for $280.12 tp pay the remaining balance off which was ******- that's what it's supposed to be w/ late pay & interest.

  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.

• Initial Complaint

  Date:02/12/2025

  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.

  When Comenity took over my **** Account in October of 2023 they moved due date back and have charged me $300 in late fees and informed that this was an agreement was done without my my consent but was company policy. I have a big problem with this and their smart mouthed managers with poor customer service skills. Literally I was on the phone with some Greasy Manager guy ,probably working from home ,and having a sandwich while taking my call. This is disgusting and unprofessional. I would like for these fees to be refunded because they have made my balance much higher than it should and the fact that this was done without my knowledge is very shady.

  Business Response

  Date: 02/13/2025

  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:02/11/2025

  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.

  Received a privacy notice on 2/10/2025 from Comenity Capital Bank, provided by the ******************************This notices describes that they are notifying me of what information of mine they have and how they use that information.I have not initiated any interactions with any of the ****************************** family of companies to my knowledge, and I need them to cancel any accounts that may have been openend in my name.

  Business Response

  Date: 02/12/2025

  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:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called the company on January 2, 2025 regarding a payment that had not posted to my account despite being mailed almost three weeks prior. I spoke with manager about the late few being assigned to my account. The manager stated they would remove the late fee this one time. The manager stated that the bill with the late fee would still go out and to disregard it because she is crediting my account as of 1/2/25. I followed her instructions but was given a bill the next month with a $30 additional late fee. In all, I was charged $63 when it was told to me there would be no late fee. I called customer service to remedy the situation and they stated they could only take off one of the fees. I tried to explain there should not have been a late fee at all and she apologized and said there is nothing she could do about it.

  Business Response

  Date: 02/10/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 02/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22923260
  
  I am rejecting this response because: they have not adequately addressed my concern. All they need to do is listen to the conversation from Jan 2, 2025 to hear the manager state they were going to waive the late fee; it was not waived and they continue to charge me late fees on the late fee. Telling me they are going to mail me a letter with the results of their investigation is not satisfactory. 

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

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a ***** Beauty Rewards Credit Card back in *******. I never got my Credit Card upon approval of my Application and I never got a first bill. But then 2-8-25, I got my first bill, still no Credit Card, but I was charged $30 Late Fee along with $2.99 Statements Fee, I called several times to get on Paperless to NO Success, I called about my Credit Card and a bill, NO Success. I called ***** Rewards Comenity several times in February, 2025, was told about the 30 dollar Late Fee, I was Credited ONLY *****. The Agents argue and yell at me on Recorded calls, they REFUSE to give me my entire Late Fee Refunded to me. I find this to be Unprofessional, Cruel and Unusual to make an innocent Person like me to Pay $30 for a Late Fee with NO bill, NO Account access, NO knowledge, for a bill I NEVER got, when I tried to Pay even without a bill, NO one would give me my Account number until I finally drove to an actual Store that knew nothing about the Process, after a few Stores, I finally was able to find a Nice NORMAL Employee who helped me and told me to File a Complaint.

  Business Response

  Date: 02/10/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new computer last year as well as the McAfee anti-virus. I have since paid off the computer and didn't open e-mails from **** thinking they were advertisements. It turns out that they auto-renewed my McAfee anti-virus without my ordering. It is beyond difficult to get in touch with anybody at **** and their billing company is absolutely of no assistance. I finally got **** to refund the unathorized purchase; however, the financial company is charging me a late fee for something that I didn't purchase. When I called to ask how I could be charged a late fee for something that I didn't order or authorize to be put on my account, I was told that because I didn't pay it before getting a refund, I still owed the late fee. That is ridiculous! Still unable to get in touch with anybody at ****, I was able to get in touch with somebody at the financial company. The statements you receive from this company don't even list what the charge is for. The suggested I file an appeal, but still owed the money while the appeal was being reviewed. I have an extreme hard time understanding how I can owe a late fee on a purchase I didn't make. This sounds like a scam to me. I closed the account so that nobody could ever charge anything without my consent again and was then told that I couldn't get a refund because my account was closed.

  Business Response

  Date: 02/10/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 02/18/2025

  
  '**** *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Feb 16, 2025, 12:50 PM (2 days ago)
  to **********************************************************************************************
  
  I am at a loss!  **** finance has now added a $25 late fee to the $20 previous late fee that initiated this complaint.  What am I to do?  I have not heard anything from them since I filed this complaint.  I previously filed an appeal with Comenity as instructed by the *** that I spoke to, but I have not heard form they as yet either.  
  
  From the message below, I am under the impression that I will be receiving correspondence from ************ regarding this complaint, but as of yet, I have received nothing but a new bill charging me another late fee for this unauthorized purchase.

  Customer Answer

  Date: 02/24/2025

  
  '**** *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Feb 23, 2025, 9:45 PM (10 hours ago)
  to **********************************************************************************************
  
  Below is the response from Comenity.
  
  Thank you so much for your assistance.
  
  **** *******
  

  
  

• Initial Complaint

  Date:02/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 I unknowingly opened a line of credit with Comenity Capital bank at an Academy sports and made a small $20-$30 purchase. I assumed the purchase went on a different account of mine. Months later, I was surprised to find that the small purchase was unpaid on credit and 60+ days late. I immediately paid it off. When I reached out to Comenity capital Bank to let them know that I was unaware of the line of credit and purchase I had on their account, they replied, saying they could not remove it. This is the only occurrence of a late payment in my life. I have kept a zero dollar balance since. Three years passed and Comenity capital Bank closed my credit line with them. Now a total of 3 1/2 years have passed and it still negatively affects my credit. Why wont Comenity capital Bank do something about this or understand that I made an honest mistake on a small purchase?

  Business Response

  Date: 02/10/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:02/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $52.86 for ********* credit card. On December 3, 2024, Comenity converted my check payment to an ACH transaction and posted the transaction on December 4, 2024. On December 29, 2024, Comenity informed me that they did not receive a payment from me and charged my credit card late fees and interest. I called my bank, ****************, and they confirmed my payment cleared on December 4, 2024. Comenity insists they did not receive my payment. I mailed proof from my bank showing the transaction details and the bank representative stamped the printout with his stamp. I also opened a claim with my bank. The provided Trace #*************** for Comenity to trace against their bank account. To date, Comenity Capital Bank refuses to apply payment to my account even though I provided bank proof of payment. They also added late fees and interest charges I should not be required to pay. I did nothing wrong. I paid my credit card bill as soon as I received it and my bank proves it. If I had not paid it, the bank would not have details of the transaction. I want this debt cleared from my account. Comenity is threatening to turn me over to collections. I want my account cleared of the charges and I want my account closed. I will never use my ********* credit card ever again. I don't feel it is safe and I don't trust Comenity Capital Bank at all.

  Business Response

  Date: 02/10/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:02/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 transcribed from hard copy complaint form:

  June 2024, my husgand robert Postma, an arte teacher to your & adults with devlopmetnal & phusical handicpas shopprd for art supplies @ Michaell's where he has shopped for more than 25 years. The cashier set him up with a Michael's credit card.

  When we received their statement were were surprised that the purchases were on that card. We called Comenity to candel the card, went to Michael's to pay the bill and did nto succeed due to card cancelled. Called Comenity to pay without success, tried to pay online thru our bank without success. We only had last four digits of acct number, so I mailed a check. It was posted to our account ten days later which created the first late fee. 

  Business Response

  Date: 02/07/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 02/20/2025

  Dear *********,

     We have received no notice from Comenity Capital.  We continue to watch for any correspondence from them and will forward that to you as requested.  We thought we had ten days to receive their contact. 

  We are grateful to you for handling this complaint for us.  We hope to have that reopened when we hear from Comenity. 

  Customer Answer

  Date: 02/21/2025

  Dear *********,

      Today we received a new statement from Comenity with only new Fees charged in amount of $41.00 plus Interest of $6.76.  Our new balance is now $312.64.  We have no mention from them of our complaint to you at BBB. 

     We look forward to hearing what should be our next step.  Do you need a copy of this statement or any other information regarding our complaint. If so, it will be easier for me to mail through postal if that's okay.  Thank you for your help.

  Customer Answer

  Date: 02/24/2025

  Dear ********* **********:  Today we received a letter from Comenity Capital Bank advising us that they have credited our account for all late fees and interest charged to us in amount of $312.64 leaving us a zero balance due.  We feel we could never have received this blessing had it not been for your help in communicating with them.  I hope to attach a copy of the letter for your records.  If I fail in my tech skills in trying that, I will send you a copy via USPS.  We have spent the last eight months trying to have them know our innocence.  You and BBB of Central Ohio accomplished that for us and we thank you and pray God's blessing on all of you.

     Sincerely,    ****** ******, with communication from his wife, Phyllis