Business Profile

Credit Cards and Plans

Comenity Capital Bank

Complaints

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

Customer Complaints Summary

2,413 total complaints in the last 3 years.
585 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.

Initial Complaint
Date:01/22/2025
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 was lied to by an employee that I had a credit card that was still active and said that if I used my card I would say like $15. She said all she needed was my id. Then at the end said just put in my social to verify its me. The next morning I get a hit on my credit that it was applied for a NEW CREDIT CARD I NEVER KNEW ABOUT OR NEVER WOULD HAVE AGREED TO. Im in the middle of BUYING A HOUSE!!! I was deceived and lied to so my personal information was STOLEN and used for the benefit of the employee.
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: 01/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22837733

I am rejecting this response because: I need to know what the letter says they are sending me and what their response is and what actions they are taking to resolve the issue.

Regards,

******* *****
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.
Comenity Capital Bank has possibly been involved in fraudulent activity on my AAA Advantage **** Signature account. Comenity refused to mail or email me a billing statement so I can pay the charges on my account. Comenity then sent me to a collection agency and reported the late payment to the credit agencies. The unlawful late has affected my credit rating. After multiple phone calls, Comenity refused to mail or email the billing state so I can pay it. They have confirmed my mailing address multiple time. I want the billing statement so I can pay it, I also want Comenity to remove the late payment from my credit report.
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:01/19/2025
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.
I opened an account with Forever 21 several years ago. During that time, I saw a charge on my card that I didn't recognize. When I questioned, I was told it was for insurance in the event I lost my job. I lost my job last year and when I called to make a payment arrangement, I was reminded that I have a premium to pay on the card for the insurance payment. I asked about how I could get the insurance to cover the payment, I was given another number to call. I called that number and they said that they would send out paperwork to cover the claim. I didn't receive any paperwork. I got a call from the bank speaking to the balance. When I questioned the balance amount (because I hadn't used the card) I looked at the statement and noticed that there was a $28.50 late fee. I asked why was I being charged a late fee for something the insurance was supposed to cover. Javier, the customer service agent told me that he could only give me partial credit for the late fee. Meanwhile I'm still being charged for insurance that isn't covering the balance. What am I paying for? With everything going on in the country between being laid off, fires and storms, why do I have to be further abused by this bank and their services. On top of that, no one wants to take any responsibility. I would like the $28.50 late fee to be reversed seeing that the reason it's there is because the insurance company that was recommended by Comenity bank failed to do what was necessary to cover the claim, despite being contacted over a month ago.
Business Response
Date: 01/21/2025
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: 01/21/2025
I accept the business's response to resolve this complaint.

Regards,

******* ********
Initial Complaint
Date:01/17/2025
Type:Sales and Advertising 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 October 8, 2024 I was charged $7800 for a medical procedure that I had not yet had. I had not even had the consultation yet. I let Alphaeon know that I did not want to be held financially responsible for services I never received and refused. I let the doctor's office know that they were not qualified to treat me based on my needs. I have submitted multiple documents proving my case that any reasonable person would not be satisfied with the level of service, or lack there of. I have been contacting Comenity Capital Bank and Alphaeon since October and have submitted multiple documents. They claim I have not submitted anything new. I initially sent Comenity Capital Bank a certified letter stating my intentions to have the transaction investigated. I did not get a response until I wrote them via the ************** on Alphaeon's website. This is how I have been communicating with them. They continue to state that they have not received any additional information or documents. I am attaching documents that contradict that claim.
Business Response
Date: 01/17/2025
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: 01/29/2025
'***** *****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
Attachments
1:44 PM (30 minutes ago)
to **********************************************************************************************

Hello and good day,

I recently received an email update concerning my complaint with the BBB. I have since received a letter from the company. Enclosed is my response to the letter I keep receiving from Comenity Capital Bank.
Initial Complaint
Date:01/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 23, 2024 I submitted a request to have my auto pay stopped for my Big Lots credit card. This was taken care of by customer service, however, it was reactivated without my permission and then used to try and get money out of me account on February 27th. This attempt failed, however, they were able to get money out of my account in March and April. I have proof that auto pay was stopped and then it shows money taken out from Comenity Bank on Big Lots behalf.
Business Response
Date: 01/16/2025
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: 01/20/2025
I have yet to receive any correspondence from Comenity Bank at all. The only thing that I have received from them is from your website stating that they are investigating it and will let me know of their findings. The 10 days that the BBB has given me will be up by the time they respond, I do believe. I am not sure now what to do but wait for Comenity Bank.
Initial Complaint
Date:01/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid my **** card off on 9/27/2024. I paid the balance to zero and closed the account using the automated system provided. I was given a confirmation number and told it would be closed in 3 days. There was issue in October but I noticed in November that ulta was trying to take money from my bank account. I called and spoke to a representative who didn't seem to understand that my account had been closed. He said it was interest for October. I kept telling him the account had been closed since September. I told him to close my account. I immediately made my bank aware and they have blocked Ulta from taking anymore money. Since then Ulta has used towards of 8 different numbers and tried to call me more than 10 times daily. On Saturday of this week they called kore than 7 times between 6am and 9am. It's harassment and it should be illegal to keep my account open like this.
Business Response
Date: 01/15/2025
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

Classemama 6 <******************************>
11:42 AM (4 hours ago)
to disputeresolution

Comenity Bank did not contact me, so I contacted them. I spoke with 2 people. The first was polite but did not help. I asked several times how the situation could be resolved. They offered no viable solutions and insisted I owed them $99. I spoke to another woman who was supposed to be a manager but who was so rude that I ended the phone call. I will not pay money I do not owe.
Initial Complaint
Date:01/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern: I respectfully request a goodwill adjustment for several late payments reflected on my credit report. These include:COMENITYCAPITAL/****** Equifax: 778840**********Experian: 778840**********Transunion: 778840**********Late Date: May 2024 Prior to these instances, I had consistently made timely payments and maintained a positive payment history since becoming a customer. I value my relationship with your company and intend to continue it.The late payments occurred during a period of significant financial hardship due to an unforeseen medical emergency that occurred on April 15, 2024. Despite this challenging circumstance, I made every effort to continue making payments. I understand that this does not excuse the late payments, but I believe it provides context and demonstrates that these instances are not representative of my overall creditworthiness.These negative marks on my credit report are now impacting my ability to secure housing and a vehicle, as I am currently seeking an apartment and a car lease.I understand that according to federal law 15 U.S. code 1631a(2)(Ai), a consumer report does not include information solely as to transactions or experiences between the consumer and the person making the payment. I also understand that according to federal law 15 U.S. code 1666b(a), a creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.I believe this adjustment would accurately reflect my commitment to fulfilling my financial obligations. I am confident that resolving this issue will allow me to continue as a valued customer. Thank you for your time and consideration. I look forward to your positive response.Sincerely,***** Mounds
Business Response
Date: 01/15/2025
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:01/14/2025
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.
*************** Should be 0% for 6 months, they are saying they are not going to give me this, even though that is what it states on the website and the only reason I opened this card up.I called several times and even had the Manager from *************** (***** ******) on a conference call tell them that it says that and ***** provided me an email showing the same. I'm looking for your help to stop ********* from taking advantage of customers like they have done the last 3 years with over ***** complaints.
Business Response
Date: 01/14/2025
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.
Customer Answer
Date: 01/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
They had more than enough time to correct their error. DATED 01/24/2025
They have over ***** complaints in a short time and BBB still has this Bank in high standards , does BBB have interest in Comenity *************************** needs to be shut down.....

Complaint: 22810756

I am rejecting this response because:

Regards,

****** *****
Initial Complaint
Date:01/14/2025
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.
Earlier this month, I filed a dispute with experian regarding my former ****** Mastercard account. The account first went delinquent in July of 2018. This is still showing on my credit report, so I filed a dispute with ********, considering the state of Michigan allows six years from the date of first delinquency. Not only did Comenity bank refused to remove the entry from my credit report, but they updated the payment to remove anything prior to February 2019 when it was charged off, this needs to be removed immediately from my report as more than six years have elapsed from July 2018. This Creditor is attempting to keep something on my report well past the statute of limitations.
Business Response
Date: 01/14/2025
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.
Customer Answer
Date: 01/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22804168

I am rejecting this response because:
comenity bank has not responded to me.

Regards,

***** ******
Customer Answer
Date: 02/01/2025
Im rejecting this response because Comenity re-aged my debt to make it last longer and removed all entries related to my payment history and just expects me to trust them after I submitted my dispute. They are the original creditor, and they are responsible for removing this debt from my credit report, which is now passed the statute of limitations in the state of ********. My original letter I sent included the attachments showing What they did on my credit report.
Initial Complaint
Date:01/13/2025
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.
BBB transcribed from hand written letter:
I've been a customer of Boxcov's for years and used their credit card.Each month I've receive the enclose notice w/my bill from Comenity Bank. Yesterday I decided to call them askl them to limit them sharing m address with marketers.
A recoding answered & says " Our representatives are busy right now. Please stay on the line and your call will be answwered in the order it was received."
That announcment repeated about every minute or two. I stayed on the line for nearly a half hour then realized they never intend to ansere becuase they don't want customers opting out of junk mail and flyer is a lie.
I tried the Comenity Bank # and the # at the bottom for "questions?" Both had the same records & never answered.

Business Response
Date: 01/13/2025
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.

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Comenity Capital Bank is BBB Accredited.