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

  
• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

• 

  Alliance Data

  PO Box 349 Milford, OH 45150-0349

• 

  Alliance Data

  PO Box 889 Milford, OH 45150-0889

• 

  Alliance Data

  PO Box 408 Milford, OH 45150-0408

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:01/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was issued a "credit card" through ************ that referred me to Comenity Bank who then referred me to bread financial????.

  I have received no paperwork about this supposed credit card, yet they call me a few days ago and tell me I had a payment due on 1/17/25!!! They would not give me an account number over the phone, however they were more than happy to take my payment on the phone, which I did not pay.

  I received a letter from comenity bank yesterday, with my account number (ONLY) on it, NO OTHER information. And of course there is no phone number on their letter and the only number I could find on-line was ************** is for hearing impaired people!!!.

  I have listed the account number below that was in the letter, which is incorrect because I tried to use it to sign in at bread financial and was told it was not valid.

  How do you get approved through ************* who then sends you to comenity capital bank, who then sends you to bread financial????? with no paperwork showing the legitimate account number, amount borrowed, when payments are due??? I don't know who to blame or who to get information from??

  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:

  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.

  **************
  It is unfortunate that I have been compelled to reach out to the Better Business Bureau for some assistance in a matter with Comenity Bank (Alphaeon Credit card). 
  I have made several attempts to file a dispute with this company, amicably and all I received was the runaround. There have been numerous phone calls speaking to different representative who states that they don't work in an office but from home in several different states. I was even informed by one of the representative who was presumed to be a supervisor that there isn't any corporate office for this company. 
  I attempted to reach out to the company via mail twice and sent in a check, that was more than what I believe lowed in good standard to close this account. I included the astronomical loan shark form of interest that they were applying to the account monthly of $200 despite the account balance. Following the back-and-forth with the different representatives, I requested that the account to be closed through the supervisor I spoke about above. 
  The cashing of that check was an agreement that they accepted that as payment in full. To this day, I have not received any correspondence from this company nor phone calls to discuss the matter. I am dumbfounded that they had the audacity to cash the check and totally disregard everything else that I stated in my letter. 
  Comenity Banks (Alphaeon credit card) has violated my consumer right by disregarding and refusing to allow-me to file my dispute regarding interest that was falsely added to the account. This is a violation of the Fair Credit Billing Act (FCBA). Comenity bank (Alphaeon) is practicing business in a deceptive form. They are enticing the customers with deals without fully informing them on the process. They are duping consumers with back interest charges and leaving them to feel vulnerable and scammed. I am providing all correspondence that was sent to Comenity Bank (Alphaeon credit card) via certified mail. Included with my correspondence will be receipts that they receive my my cry in letter form. This will include a copy of the check that was sent and cashed. I am pleading for the assistance of the Better Business Bureau in this matter. Thank You. 
  Sincerely yours, 
  **** ***** 
  November 15, 2024
  
  

  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.

  Customer Answer

  Date: 02/05/2025

  I was not fully informed of the Grace Period as stated in the Truth in Lending Act (TILA). Please see attached.  
  
  Regards,
  
  
  
  **** ***** ****** * *******

  Customer Answer

  Date: 02/19/2025

  ********* ******-Williams 
  **************** 
  ****************************;
  Better Business Bureau 
  Serving 21 Countries in central *********;
  *************** 
  ***********************;
  ************************************************************* ********************************************************************************* 
  Re: BBB complaint ID ******************************* 
  Reject business response 
  To whom it may concern: 
  RECEIVED 
  FEB 13 2025 
  I would love to thank you for the BBB rapid response to my complaint. It is with dismay that Comenity Bank (Alphaeon credit card) does not practice the same value to customers as the ********************** does. 
  The intention for this email and letter is to Reject Business Response. Comenity Bank wants to quote the Credit Card Agreement (CCA) which states the disclosure that finance charges are assessed beginning from the date each transaction is added to the daily balance and will continue until the balance is paid in full with this exception of a Grace ************************** I stated in all the correspondence that I supplied, when I opened up this card I was welcomed and enticed with no interest rate for two years. 

  
  My complaint is that the representative that opened this card did not fully inform me regarding this ***** PERIOD and did not break down the conditions of the Grace ****** for full comprehensiveness. There wasn't mention regarding the completion of the Grace ****** and the remaining balance. It was not communicated that the Grace ****** interest rate for the two years will be added on to the new balance. I knew nothing of Grace ****** until now. This action is fraudulent and astronomical. If I was fully informed of these conditions, I would've never opened that card. 

  
  Comenity Bank (Alphaeon credit card) boldly quoted to me the CCA but there are agencies that are out there just like the Better Business Bureau that are protecting the rights of consumers. The Fair Credit Reporting Act (FCRA), the Truth in Lending Act (TILA) and the Consumer Privacy Act. These agencies are put into effect to ensure that we the consumers are: 1. Protected against, unethical lenders. 
  2. Lenders are required to disclose financial charges fees, and cost of credit before consumers take out credit and have legal obligations to repay 

  
  Unfortunately Comenity Bank (Alphaeon Credit Card) did not allotted those privileges to me. Hence my ignorance of a ***** PERIOD. 

  
  In these times, it is essential that all lenders divulge policies prior to signing up consumers, which should include an agreement signed by the prospective consumer. My dealings with the representatives from this company was nothing but disrespect and disregard rendering me vulnerable to the ruthlessness of this company. I would've preferred to avoid the so call Grace ****** paid the interest as time went along. It is in my impression that interest is acute on a percentage of what the remaining balance. This company places $200 interest monthly regardless of the balance. I do not believe this is right and legal and should be investigated. 
  I will reach out to every agency with all my correspondence from day one to get help and hopes that a class action investigation can be generated against this company and it's practices. I want to thank you for your diligence and making me feel at peace the Better Business Bureau and I look forward to hearing from you. 

  
  Sincerely, 
  Any Mare Walle 
  ********* ******- Williams 
  

  
  

• Initial Complaint

  Date:01/29/2025

  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 July 30th *****. I purchased a ***** set from Victoria Secret in the amount of $99.90. The Bra cost $69.95, the ***** cost $29.95. I was paying for the the ***** set in payments. The 1st payment I made on time. The 2nd payment I was late I was charged late fee of $30 on 9/13/24, On 9/14/24 I paid the late fee. Then on 9/18/24 I was charged $2.53 interest. 10/07/24 I made a payment of $40. 10/18/24 I was charged $2.17 interest. 11/13/24 I was charged a late fee of $40. I was left with a balance of $64.60. 11/15/24 I made a total payment $64.60. Once I made that payment I was left with a balance of $0. After I paid all those late fees and interest unknown to me, I was still getting billed. Late fees and interest. Never received a phone call nor did I receive a letter until 2 months later. I was told by a representative that when I paid the balance total I did pay on time and that's why I have this total that I supposedly owe. That is not true! I made sure to make the last payment on time in fear of the late fees and interest. Now is this time I paid up my balance in full, I was and still am being charged all this money for items that cost a total of $99.90. I well paid way more with all those high a** fees and interest. I have already paid ****** total in late fees and interest. Comenity Bank whom is representing *************** alleging that I now owe a total ****** in late fees in interest. I am not going to pay those fees. I feel as if this is pure robbery. I paid off my purchase and the total that was left on the due date and time a long with all the late fees. I will not pay another dime for a purchase that cost $99.90. They will be damaging my great credit! I feel as if I'm being scammed!

  Business Response

  Date: 02/22/2025

  Hi ****,

  Thank you for taking the time to reach out. We're sorry to hear about the issues related to your Credit Card Payments.

  We have shared your concern with the appropriate team, ***************, who is responsible for managing your credit card. *************** has confirmed they will be in touch with you directly, to support you further.

  If we can assist with anything else, please let us know.

  Jayla

  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:01/28/2025

  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.

  H363137**3238313831H transcribed from hard copy complaint form received via email:I don&#**;t have the date right now; I will try to fine it. Maybe ***** **** it - ************* I paid this bill of in request of 2024 - And it was not on the due date and on 16 of Oct was late fee and they keep adding on late fee.

  Business Response

  Date: 01/28/2025

  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:01/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comenity charged me fees and interest on my balance in December because supposedly my check bounced as a stop payment. There was no stop payment on this check as per TD Bank. What was reported to have happened when i first asked the bank about the stop payment on this check was that somehow the clerk miscoded the electronic transaction.

  Comenity now denies this stating, "check was processed as received." How can it be processed as received if there is no stop payment on the check? They also cut my card off without notice, which, I feel, as a consumer, is wrong.

  On another note, many customers have had this happen to them, and all feel that the bank did it on purpose to charge them fees and interest because these customers paid on time. I have had my card cutoff for the past several months for what amounts to trivial things, such as I bought slacks and a sweater online.

  I was never notified that the card was closed. I contend this could have left me in a dangerous situation such as broken down on the highway with no way to pay for the tow. I feel Comenity should be honest and communicate with the customer. Their clerk made a mistake. TD confirms there was no stop payment on the check! I would like the fee and interest refunded immediately.

  Business Response

  Date: 01/28/2025

  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: 02/08/2025

  To say they are dishonest is putting it mildly.  They never communicated with me because they know what you will do with it, so now they are absolved.  They also never sent me my January bill.  When i asked for it, they said I have to wait until Feb. 25 when they mail it and it will take another 7 days to get to me, so it will not get here until March.  (I also cannot get into the online system.)  They claim to have given me partial credit, but I have not seen it because they did not send me the bill or even a letter explaining what they did.  

  The entire problem started when their clerk put in the wrong check number electronically.  The number they put in was on a stopped payment check.  The check I sent in was a valid check that they destroyed.  They charged me late fees when it was there on time as per Certified Mail Receipt.  They did not process it for over a week and then charged me fees and interest for a returned check that was actually valid.  The most egregious thing here is that they do not take responsibility for their mistakes when processing electronically, so they know they make mistakes.  To cover this, they then charge you for the mistake.  Their clerk made a mistake and called the check invalid.  ******** has verified several times that it was NOT a stopped check to Visa.  They did not match the check number with the company--another mistake by their clerk. 

  Now, they are absolving their mistakes by not replying.  There is no justice here.  They will continue to erroneously charge their clients for items that they should not charge for.  They will continue to not communicate with the customer in any form (email, letter or phone call) because they are not honest.   

   

  Customer Answer

  Date: 02/19/2025

  51 Cypress St. Millburn, NJ ***** February 11, 2025 

  RECEIVED 

  FEB 14 2025 

  Ms. Jenn Stillwell 

  Customer Advocate 

  Comenity Capital Bank 

  P. O. Box 182025 

  Columbus, OH 43218-2025 

  RE: *** TRAVEL ADVANTAGE SIGNATURE CREDIT CARD ENDING IN 0147 

  Dear Ms. *********: 

  Thank you for your correspondence of Feb. 3 and also a copy of the ******* 10 letter. This is the first I have received the Jan. 10 letter as nothing was mailed to me in ******* or February. When I called **************** about my ******* bill, they stated I would have to wait until Feb. 25 when the mailing was done. Why?? 

  The original problem has never been defined accurately; and therefore, the problem not solved accurately and fairly. Herewith what occurred: 

  On Dec. 3, 2024, I mailed full payment of my December bill to you. The check was received according to the ************* Post Office at your facility on Dec. 10. You did not process it for a full week and then labeled it late and assessed me a fee. 

  On Dec. 17 2024, your clerk tried to cash my original check to *** Travel Advantage Signature Credit Card electronically. Your clerk at that time labeled the check Stop Payment. ******* (I called them several times to verify and visited the bank twice) reported that the *** Travel Advantage check was labeled Stop Payment by a Comenity clerk because the clerk made coding errors and that at no time was the check a Stop Payment. In other words, the check was valid and cashable. You claim to have received confirmation from ******* that there was a Stop Payment on the check on Dec. 17, 2024; yet, when I ask *******, they state they did not say this. For this reason, I would like to see this correspondence. 

  While you insist that the check was a Stop Payment, my bank insists it was not. As I understand it, you destroyed the check, so there is no check left to view. Also, the problem of miscoding the check electronically was never checked out because you absolved yourself of any responsibility in Terms & Conditions when processing checks electronically. Why would you do this?? 

  When ******* arrived with no communication from you, I did put a Stop Payment on the check because I had already sent you another check to cover the charges and did not want the check cashed a second time. PLEASE NOTE: THERE WAS NO STOP PAYMENT ON MY CHECK TO *** TRAVEL ADVANTAGE SIGNATURE CREDIT CARD ON DECEMBER 17, 2024. 

  You further pointed out that when checks are processed electronically, your Terms & Conditions state that you are not responsible for any errors. I find this amazing since you did not give me a choice of whether it was to be processed electronically or not. Further, why would I be charged for an error that the clerk or machine made? 

  You claim to have partially credited my account, but since there has been no communication or correspondence to date, I have not been privy to this information nor will I until at least March 2025, despite the fact the problem originated in December 2024. Attempts to view my bill online were futile, so I do not know what has been billed or credited to date. 

  For the entire time I have had this card, I have paid the full amount on time every month. In talking with other people, they inferred that this was part of the problem and that you actually punished customers who paid on time. I find this hard to believe. 

  Communication to the cardholder is nonexistent. While you state you attempt to contact the cardholder, this was not done at all most of the time, leaving me in precarious and possibly dangerous situations. What did happen on at least two occasions was you rang the phone twice and hung up. Since I am older it was impossible to answer the phone in that amount of time. 

  You cancelled my card for frivolous reasons, such as I bought a pair of slacks and a sweater online. Again, you did not contact me before doing this, so once again I went to use the card but could not. In December's instance, you cancelled the card on Dec. 17 even though I had been a good paying customer every month with no notice to me. I didn't discover it until Christmas Eve at which time your customer service rep. shouted at me, "Pay up." She also did nothing to take care of the problem other than to shout at me to pay up. (She never did wish me Happy Holidays.) 

  It has been a horrendous experience to use your card. You have brazenly not communicated on purpose and cut my card off for frivolous reasons. There was no real attempt to communicate with me, which persists to this day with no bill or correspondence for ******* 2025 and February 2025. I cannot trust your clerks to process my checks accurately and on time because your Terms & Conditions state you take no responsibility for any errors when checks are processed electronically. I find this to be very poor customer service. Please send me all billing to date so that I may pay the bill in full. 

  Yours truly, 

  ***** Afreen 

  ***** Hoffman 

  Copy/Attachments to: Ohio Better Business Bureau

  ***** Afreen 
  ***** Hoffman 
  Copy/Attachments to: **** Better Business Bureau 
  P.S. 
  CFPB 
  The $ 40 credit you claim to have given me was reduced to $23.87 in *******. Why? I did not use this card in *******, and Dec. was paid in full, 
  statement and You did not send me my 
  ests have only resulted in December bill why?

• Initial Complaint

  Date:01/28/2025

  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.

  This bank sent me pre approval for the American Express bread cashback card. I got approved and tried to link the card to Apple Pay before it arrived in a email they sent me. They thought it was fraud and wanted to verify my identity. They still thought it was fraud even though it was really me after sending proof of my identity. They gave me more than 1 inquiry, and an open and closed credit card account on my credit report. The employees did not help or have any answers. I want all inquiries removed from ************** and the NEW ACCOUNT and CLOSED ACCOUNT removed. I might have to sue for money compensation.

  Business Response

  Date: 01/28/2025

  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: 01/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22867114
  
  I am rejecting this response because: I dont need to wait some weeks for a letter with your findings. I need this handled now. Your employees hang up the phone.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:01/27/2025

  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 made a payment over the phone with **************** paying the entire balance on my account to avoid interest being charged as part of a promotional offer. The payment was within the date requirement of the agreement. The person on the phone confirmed that the payment had been processed. I then received a bill for what I thought I had already paid and all accrued interest. When calling customer service, they were able to listen to my recorded call and they confirmed that I was told the payment had been processed, but I would still be responsible for paying the interest as the payment had actually not been processed within the time parameters of the promotional offer. I was never contacted regarding the payment not going through.

  Business Response

  Date: 01/28/2025

  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: 02/04/2025

  There has been no attempt from the company to contact me by phone, email, or by mail. 
  
  Complaint: 22865974
  
  I am rejecting this response because they have not made contact to resolve the issue. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was informed by the representative that I needed to submit a dispute to *************** to request a reversal of the late fees, and I had to contact the Credit Bureaus to dispute any late payments.

  In October 2024, I received a credit alert from the credit bureau indicating that my address had been updated on several credit cards from Comenity Bank. I contacted Comenity Bank multiple times to have the credit cards updated. In each instance, my online account had to be unlinked and re-established, resulting in a new card being issued. My *************** American Express was also impacted.

  I went through the same process to activate the card, including signing up for ACH payments; my account information was still present, and electronic payments were processed. The November 2024 payment was automatically drafted. The notification I received indicated an upcoming automatic payment. In December 2024, I contacted *************** to ask why the card was declining. The representative informed me that I needed to complete additional verification steps due to the fraud alert on my account.

  I went through the verification process, and the representative said that the card was available for use; however, it continued to be declined.

  In January 2025, I was notified via electronic statement that I had a past-due amount of $142.00. At no other time had I been alerted via online statements or mail that the account was past due. I immediately contacted *************** to inquire about the discrepancy.

  Business Response

  Date: 01/28/2025

  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: 01/28/2025

  [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,
  
  ******* *****

  Customer Answer

  Date: 02/19/2025

  ******* ***** <********************************>
  Tue, Feb 18, 5:00 PM (15 hours ago)
  to disputeresolution
  
  Good afternoon,
  
  To date, I have not been contacted by Comenity Bank. What are the next steps I can take to reopen this complaint?
  
  Thanks,
  
  **'***** Payne  

  Customer Answer

  Date: 02/19/2025

  From: ******* ***** <********************************>
  Date: Wed, Feb 19, 2025 at 9:51 AM
  Subject: Original complaint 22865523
  To: <**********************************************************************************************>
  
  
  Good afternoon,
  
  I am partially in agreement with the remedy provided by Comenity Bank.
  
  In the document I've attached, Comenity Bank's response indicates that a credit of $75.70 has been applied to my account. However, it does not mention removing the delinquency reported to the credit bureaus. Additionally, Comenity Bank's response claims that I requested to unenroll from automatic payments, a statement I refute. I have not started such a request; if I had wanted to, I could have completed it through my online account. I am requesting a transcript of the November 20, 2024, phone call as evidence of my request to unenroll in automatic billing. 
  
  Furthermore, the assertion that the credit card was available after discussions with the fraud department is incorrect. There should have been a record of the credit card declining in December 2024, which prompted me to contact Comenity Bank for the third time. I was referred to the ***************** where I had to answer a series of questions and was advised that the credit card was available for use; again, that statement was incorrect, and the credit card was still declined. Comenity Bank should have a log of declinations associated with the credit card. Also, I did not receive a billing statement in the mail for December, and the January statement was received via email, which contradicts Comenity Bank's implication that a statement was mailed. Why wasnt a statement mailed in January if a billing statement was sent in December? There was no change to the online account during that period. As stated in the letter from Comenity Bank, I restarted the automatic withdrawals on January 27, 2025; however, that was only after I submitted a phone payment.
  
  Remedy requested: Removal of the 30-day delinquency reported to the credit bureaus.
  
  I appreciate your assistance and support. 
  
  Let me know if you have any questions.
  
  Thanks,
  
  **'***** *****
  

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made three purchases from *************** store last year, the last one on 8/20/24. I was receiving statements in the mail and did NOT sign up for paperless statements. Because I did not receive my last statement in the mail, I guess I forgot about it. I always pay my bills and have a very good credit history. I never received any notice through email or by any other means, that I had signed up for paperless statements or that I back owed money. In Dec. I received frequent phone calls. I thought I was being scammed as I did not know who Comenity Bank was and that they were a collector for ********* stores, until I actually spoke with a person on the phone a few days before Christmas. (As a senior, I receive many scams and am warned to be leery as seniors are often targeted by scammers.) The *** told me I owed them $87. I couldn't believe it nor could I check on my acct until after Christmas when I got home. I called Comenity on 12/26/24. I made 10 attempts to contact them that day...I was ***eatedly referred to someone else, disconnected and had to start all over and even connected to an AI which was no help at all. 10 calls in all!!! I tried to settle for a smaller amount because it was a bill for only $9.86. I consented to the *** taking $42 from my bank account. I thought it was settled, no mention was made that I owed them more money. I was very upset because this should have never happened. 1. I did NOT sign up for paperless and was NOT notified that it was selected. I never received any type of notification (mail, text, email...they had all my info) except annoying phone calls not explaining anything. 2. Why was I not notified in another manner, mail, email, text. This went on for months and racked up a bill on purpose that I was clueless was going on. On 1/19/25 I received an email for another payment due of $29.44. Why? I spoke again on 1/21 to many ***s and was disconnected many times and finally told I did not settle. I've paid enough!

  Business Response

  Date: 01/27/2025

  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

  
  ** *** ****** <******************************>
  Attachments
  Sat, Feb 1, 9:07 PM (2 days ago)
  to **********************************************************************************************
  
  To BBB
  Here are the statements that are posted on my ********* account and mail that I have received from Comenity Bank.  I checked my messages in my ********* account and there is no mention at all of a delinquent account.   I want to know why I was never informed about my account until December, ...four months later.  The only notice I received was harassing phone calls in December, which I thought were scam calls.  I think this is very unfair that I am being overcharged when I wasn't even made aware of it until four months later.  I would have been more than happy to pay my bill and a small fee after the first month if someone had told me.  Like I said before I never signed up for online statements and had forgotten about my purchase.  I never received a bill to remind me that it was due or any delinquent notification until four months later.  I have a very full schedule of taking care of my husband, and my 94 year old mother who lives with us and  has dementia and is handicapped.  I have no extra time to spend playing games with this.  I had to have my son help me with setting up  this email letter.  I genuinely feel that I was taken advantage of.  
  
  ** Ann  ******

  Customer Answer

  Date: 02/03/2025

  
  ** *** ****** <******************************>
  Attachments
  Sat, Feb 1, 9:07 PM (2 days ago)
  to **********************************************************************************************
  
  To BBB
  Here are the statements that are posted on my ********* account and mail that I have received from Comenity Bank.  I checked my messages in my ********* account and there is no mention at all of a delinquent account.   I want to know why I was never informed about my account until December, ...four months later.  The only notice I received was harassing phone calls in December, which I thought were scam calls.  I think this is very unfair that I am being overcharged when I wasn't even made aware of it until four months later.  I would have been more than happy to pay my bill and a small fee after the first month if someone had told me.  Like I said before I never signed up for online statements and had forgotten about my purchase.  I never received a bill to remind me that it was due or any delinquent notification until four months later.  I have a very full schedule of taking care of my husband, and my 94 year old mother who lives with us and  has dementia and is handicapped.  I have no extra time to spend playing games with this.  I had to have my son help me with setting up  this email letter.  I genuinely feel that I was taken advantage of.  
  
  ** Ann  ******

• Initial Complaint

  Date:01/27/2025

  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 set up autopay for my account that I still don’t have a card for. The agent failed to let me know it was 3 payments only. I paid my account out and was told I will be charged interest on todays balance which included late fees

  Business Response

  Date: 01/27/2025

  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.