We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Credit Cards and Plans

Comenity Capital Bank
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Comenity Capital Bank has 136 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 2,423 total complaints in the last 3 years.
    • 589 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This has been an issue for 2 months. I contacted Comenity bank for ************ card ending in ***** for a few disputes. When I speak with a representative on the phone, they opened the disputes in December and January. I sent in evidence on their portal for these disputes. However, when they sent correspondence online or via email, it is vague and does not provide any information or resolution. Now 2/1 they stated they closed my disputes. Howver, I never received help from the bank. There are 6 disputes I need assistance

      Business Response

      Date: 02/03/2025

      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: 02/13/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22891727

      I am rejecting this response because: I received 2 letters and yet my refund has not been issued. They are ignoring the facts I sent them. Please know I am not being helped.

      Regards,

      Anddew Pokrajac

    • Initial Complaint

      Date:02/02/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Over charging me on a closed account for the last 3mths

      Business Response

      Date: 02/03/2025

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

    • Initial Complaint

      Date:01/31/2025

      Type:Billing Issues
      Status:
      Answered
      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 credit card was closed by bank without any notices sent by mail or Email prior to closing it. Usually I receive a reminder so I can use the card more often, I havent used this card in awhile and it had zero balance , I contacted the bank to ask if this action can be reverse to show closed by me instead , so it wouldnt reflect on my credit negatively, but they said we cant give you that information.

      Customer Answer

      Date: 02/03/2025

      First name 

      Mustafa 

      last Name 

      Yassin 

      Business Response

      Date: 02/03/2025

      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: 02/13/2025


      m y <***********************************>
      10:26 AM (5 hours ago)
      to disputeresolution

      My response

      I have not been contacted by the bank by phone , mail  ,or Email.

      ******* ******.

    • Initial Complaint

      Date:01/31/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 have tried for three months to have my credit card company transfer three payments I made in November 2024 from my old account number to my new account number. It was my fault that I did not change my on-line bill pay account and address. I have been to my bank, and you will see in my letter have called, mailed, and so on and still my $350 in payments is somewhere in limbo. Please HELP!

      Business Response

      Date: 02/03/2025

      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: 02/03/2025

      These are the three payments I made though my US Bank account on-line bill pay to my ULTA Comenity credit card.  I sent to my account that was closed when I lost my card.  These need applied to my replacement card/account number.  Old cancelled number ****************.  New replacement card ****************.  Thank you!  

      Customer Answer

      Date: 02/03/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22884281

      I am rejecting this response because: 

      These are the three payments I made though my US Bank account on-line bill pay to my ULTA Comenity credit card.  I sent to my account that was closed when I lost my card.  These need applied to my replacement card/account number.  Old cancelled number ****************.  New replacement card ****************.  Thank you!  

      Regards,

      ******* ******

    • Initial Complaint

      Date:01/31/2025

      Type:Billing Issues
      Status:
      Answered
      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 behind on credit card payments for Maurices via comenity bank. I had spoken when a *** around the 13th of January about making payments to get my account back on track. We had agreed via phone that I would pay one hundred and fifty dollars on January 31st. Then 415 dollars plus some change, would be paid on February 27th. I noticed on January 27th that they had attempted to pull out the payment amount of the 415 on January 27th. I called my bank and they said that they could put a 30 day ban on Comenity from pulling any money from my account. I didn't want to do that until I had spoken with Comenity about the issue because I didn't want to not pay the 150 dollar amount we had agreed about on the phone for January 31st. When I called comenity I was filtered through three workers. The first guy was apologetic but couldn't help me so he transfered me. The second *** basically told me I was out of luck and sent me to a third *** who then assured me that he had put a stop to the payment of 415 dollars. They did not put a stop to the payment. My account is now negative 300 dollars. I did not budget for this amount of money to come out. They have basically screwed our single income, military family, for the next few weeks until my husband is paid again. We are single income because we have children with disabilities and I have to be available for them full time.

      Business Response

      Date: 01/31/2025

      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:01/30/2025

      Type:Billing Issues
      Status:
      Answered
      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 closed my credit card account, which has been in long-time good standing, with no reason other than inactivity and with NO NOTICE PRIOR. This has negatively affected my credit report and subsequently my mental health. I request that the account be reinstated in good standing.

      Business Response

      Date: 01/31/2025

      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:01/30/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 dated 01/25/2025 stating I had applied for the Ulta Beauty Rewards mastercard credit card. Advised to call ************** within 14 days to complete the application process. I researched this phone number and found it has no connection from what I can tell to Comenity however, the letter is written on Comenity letterhead.

      Business Response

      Date: 01/31/2025

      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: 01/31/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      **** ******

    • Initial Complaint

      Date:01/30/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Overcharges - wrong amount for initial APR interest greed upon.

      Business Response

      Date: 01/30/2025

      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:01/30/2025

      Type:Billing Issues
      Status:
      Answered
      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 1-30-2025 We received a letter from Comenity Bank. In the letter it stated that ************************ was informing me that I had an account with them and the topic was "What dose *************** do with your personal info. I am questioning the legitimacy of the letter. Is this a scam? If so, please help in getting me with this problem. I have no credit card or bank account with either company. I tried to upload the letter, but it is too large.

      Business Response

      Date: 01/31/2025

      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: 02/10/2025

      I tried to submit the letter I received but your system kept telling me it was too large to accept.  I ask how to sent and got no reply. I never received any letter or phone call from the bank or *************** after I ask for BBB help. 

      What can we do now?

    • Initial Complaint

      Date:01/30/2025

      Type:Billing Issues
      Status:
      Answered
      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 contacted Comenity Bank on Nov 21st. I was told that I had a balance due plus late fees for being 2 days late. I paid the balance due at that time of $25.50 late fee.Then I owed a balance plus was accessed another late fee paid that total amount and closed the account.I have not received any correspondence til today in an email stating my account needed attention.I contacted them to be told I owed another late fee.I was never told I would be accessed any more fees.I shredded the card and have no access to the account nor have I received any correspondence from Comenity till today.I am asking to be released of any further obligations as I was unaware of any future charges.Comenity can refer to all phone calls as I am sure they are recorded.There has been multiple payments to Comenity as I am including these.

      Business Response

      Date: 01/31/2025

      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.

    Comenity Capital Bank is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.