Complaints

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

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• 

  Comenity Capital Bank

  3095 Loyalty Cir., Building A Columbus, OH 43219-3673

  
• 

  Comenity Capital Bank

  PO Box 5138 Luthvle Timon, MD 21094-5138

• 

  Alliance Data

  PO Box 869 Milford, OH 45150-0869

• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

• 

  Alliance Data

  PO Box 349 Milford, OH 45150-0349

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:01/27/2025

  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.

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for an Alphaeon deferred interest payment plan on the recommendation of a provider who was providing me with a wellness service. I set my monthly payments so that they would automatically debit monthly, and calculated them so that they would pay off the principal balance before the deferred payment plan elapsed. The idea of their site was to allow you to schedule your monthly payment in this manner. However, it appears that Alphaeon then made my monthly payments variable, so there was a small amount of principal balance remaining at the end of the deferred payment term. At that point, they imposed the full interest payment and have continued charging significant interest each month. I am left extremely confused as to why my monthly payments varied and why the balance was not paid off as scheduled. I am willing to pay every ***** of principal however I am not willing to pay nearly 100% interest, which is what is reflected on the account. I have asked the company to make this right and they have refused. Therefore I am filing this complaint.

  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: 01/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22855687
  
  I am rejecting this response because: the business is not addressing my complaint that they manipulated the monthly payment amount to ensure a balance would remain on the account following the deferred interest period. I have paid the balance in full because this company is a scam and I want nothing more to do with them. However, I do not consider my complaint resolved.
  
  Regards,
  
  Sauyeh Jahann

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DEAR COMENITY CAPITAL BANK / ******;I was shocked when I reviewed my credit report and found late payment on the dates below: JAN AND SEPT 2024; AND JAN 2025.I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me. I demand an immediate deletion of this account from all credit reporting agency. I do ask in light of the good standing relationship we have that you remove this 30 day late from my credit report and refund any late fees assessed on my account. Also, I was billed incorrectly under the provisions of FCBA 15 USC 1666b, 1681i - Due to these violations and inaccurate reporting i demand an immediate deletions....delete today. I do not believe it is accurate and would rather not have to spend more time than necessary for both of us to resolve this situation. I appreciate your help regarding this and look forward to keep having the positive experience that I have had with you in the past.

  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.

• Initial Complaint

  Date:01/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a promotional letter in the mail if I open a credit card and spend $1000 in the first 90 days, I would be eligible to receive a $200 bonus. I spend well over $1000 in the first 35 days of receiving the credit card. It has been several statement periods since then and I have not received my bonus. I opened 2 disputes and no one can give me an answer while being bounced around from one person to another. Please review and escalate.

  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: 01/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22853095
  
  I am rejecting this response because: 

  they will send me a standard letter that it has been reviewed and actioned.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a purchase from **** in november. I do not use **** any longer and I am not sure why they would charge me for this service if they didn't even receive the laptop or me agree to any type of service. They then charged my **** credit account without my knowledge and I have since got a refund for the service as they stated. I should not have been charged. Now Comenity wants me to pay for 2 late fees for service that is being refunded and never happened. I have had nothing but issues with this bank and you cannot speak to anyone willing to help you. They will not factor in health reasons and the fact that I was wrongly charged to wave a simple fee

  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.

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I am **** E ******, I am not liable for this debt with COMENITY CAPITAL BANK/******, and I do not have a contract with Midland Credit **************. They did not provide me proof of the original contract as I requested. Midland Credit *************** was the collection agency and deleted the negative item, but Comenity Capital Bank/Burlington did not. I demand this account be removed from my credit report from ********. The Original creditor is Comenity Capital Bank, The Phone Number on my credit report is ************* and the account number starts with ******xxxxxxxxxx I find it concerning that Comenity Capital/ ****** is not complying with legal requests. Midland Credit Management collection deleted it but Comenity Capital/****** haven't, It needs to be removed from my Experian Credit Report. If Comenity Capital Bank cannot provide proof, I demand this account be removed from my credit report as is my right per **** Section 623. (a) (I). This is my last request before I file a formal complaint with the **** & the **** Thank you very much.

  Business Response

  Date: 01/24/2025

  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:01/23/2025

  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 am in dispute with Comenity Capital Bank in c/o of Zales, on disputed interest fees placed on my account. I have contacted Zales directly, to dispute the interest of an approximate $600+ placed on account related to a purchase made in 2023. I've been told by a ***** representative that I should wait for a response.The final payment was made on a Zales credit card purchase, that had a 12 month no-interest payment requirement, as long as payment was received before December 20, 2024.The balance owed at the time of my payment was $85.00 of which a payment of $86.00 was made on November 12th, 2024, confirmation #WSB08SLXXK, Trace# ************* ******* bill pay provider, has informed me that payment had been returned due to it being refused by the receiver, Comenity Capital Bank.The payment was executed electronically, as all payments made on account previously, and continue to be made on account for balances, currently owed.Since Comenity Capital Bank had refused the last payment for the 12 month no-interest purchase, they now have added interest for that purchase, for the year, creating a bad faith claim.A good faith payment was made on account, with available funds, with a valid account number, electronically executed and paid in full, before due date.I would like all interest removed from my account balance, for the previous purchase made.

  Business Response

  Date: 01/23/2025

  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:01/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAD PURCHASED A PAIR OF SHOES FROM bEALLS WHICH WERE DESTROYED A FEW DAYS LETER IN THE HURRICANE.(******).I CALLED THEM TO SEE IF THEIR COMPANY HAD A POLICY TO REPLACE ITEMS UNDER THESE CIRCUMSTANCES AND WAS TOLD NO, BUT I ASKED IF I COULD PAY BILL OVER PHONE WHILE I HAD THEM ON LINE. REPRESENTATIVE SAID ,"SURE" SO I GAVE HER MY CREDIT CARD INFO TO PAY ENTIRE BILL. SEVERAL WEEKS LATER I GOT A BILL FOR AMOUNT I HAD PAID PLUS A $29.95 RETURNED ITEM CHARGE. THEY SAID I HAD A RETURNED CHECK, WHICH WAS NOT TRUE. LATER THEY SAID THEY DO NOT ACCEPT CREDIT CARDS FOR PAYMENT. I WAS NEVER TOLD THIS AND MY PAYMENT WAS ACCEPTED. I SPENT HOURS ON THE PHONE, WENT TO MY NEAREST BEALLS AND THE MANAGER HELPED ME CALL BUT TO NO AVAIL. I PAID WHAT I OWED, NOT FEE THEY ARE CHARGING ME, WHICH IS BOGUS. THEY RECORD THEIR CALLS, SO THEY KNOW REPRESENTATIVE ACCEPTED MY CREDIT CARD. NOW THEY ARE ADDING LATE FEELS, INTEREST, ETC. ON THE $29.95 SERVICE FEE. I AM 81 YEARS OLD WITH SERIOUS HEART CONDITIONS. I HAVE A VERY LIMITED INCOME. I DONT FEEL I SHOULD PAY A FEE FOR SOMETHING WHICH I WAS NOT ADVISED OF AND ASSUMED WAS PAID. HELP PLEASE

  Business Response

  Date: 01/21/2025

  This complaint was sent to the wrong company.  Please send the complaint to Comenity Bank that administrates the Bealls credit card for further assistance.
  
  
  

  Business Response

  Date: 01/22/2025

  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:01/22/2025

  Type:Order 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.

  I received a letter from Comenity Capital Bank of Columbus Ohio, on January 21, 2025, in regards to an application to open an account. The letter said, " When we tried to look into your credit history with other credit grantors, we were advised that a security/credit freeze was placed on your credit report. We need this freeze removed before we can continue with your application and fully access your credit potential". I made three calls to Comenity Card Fraud Department (###-###-####) to tell them that I did not make the application and to cancel it. During the first two calls I was asked for the reference number of the letter (2*********71487) and then they ended the call. On the third call, I was asked for my Social Security Number. I said I was not giving it because I had given the letter's reference number to her. She then ended the call. I am requesting your assistance to have this fraudulent application cancelled.

  Business Response

  Date: 01/22/2025

  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: 01/22/2025

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