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 427 Milford, OH 45150-0427

• 

  Alliance Data

  PO Box 349 Milford, OH 45150-0349

• 

  Alliance Data

  PO Box 580 Milford, OH 45150-0580

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:01/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dell Financial Services administered by Comenity Capital Bank has refuses to investigate or attempt to resolve a pending transaction, which was canceled and refunded by Dell, for which a credit memo has been provided to DFS/Comenity. I have been given no recourse or solution other than to wait indefinitely. Attached are screenshot from their secure message center, one from the 7th where I was once again told I needed to wait, and one from earlier where the credit memo from Dell proving Dell has sent them the money back has been provided.

  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.

  Customer Answer

  Date: 01/16/2025

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

  Attached is their response telling me I just need to wait dated 1/16/25. I am well outside of their stated period for reversal of pending charges. I spoke to a supervisor who referred me back to the secure message center (where the screenshot it taken from telling me to call and talk to a supervisor). They now want the credit memo number sent to me from Dell with their letterhead, and then mailed to their billing disputes department, which is obviously just another intended delay and procrastination. The credit memo number is: *********** from Dell. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my mother to **** DENTAL for work on her teeth. They gave us an estimate for pulling her teeth and providing temporary along with permanent teeth all together. We were under the impression since my mother- ********* ******** got approved through the ************* more than the estimated amount, that the loan would reflect the full amount of the estimate. It wasnt. Our bill was for 7k and when it came to the permanent teeth they created a separate loan for $4k. I spoke with the dental office who directed me to the lending club. I spoke with someone at the lending club 12.20.24 and advised the that the two loans should have been combined. The person said I would need to speak with the dental office. I tefused and asked repeatedly for a manager. She advised me she would put a dispute in and I would receive a letter in a week or two. Meanwhile we gave a payment to the first loan due. She advise not to pay. I again asked for a manger to call me. She said she would request it. No letter has been received. No call has been received. I received a bill combining both loans with a lte charge. I have already mailed pmt. The dental offfice called today to cancel my mothers appt due to the lending club stating a fraud dispute??I called them today and explained I called in and the reason why and that pmt had already been sent. They refused to speak with me. Even though I called in the dispute. Not one time did either of these organizations ask if I had a signed poa for my mom. Even when I explained that I handle her affairs and ask what they need from me . So my mom is in the middle of work that we are paying for because of incorrect information and unwillingness to resolve??

  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.

  Customer Answer

  Date: 02/25/2025

  No one has called me to resolve. The dental office is the only one that has assisted me with this problem. They told the dental office I was claiming I called saying it was fraud and was demanding their money back. not a way to resolve this. They received the poa from the dental office. When ******* and I called them, they agreed to close the dispute that was incorrect but refused to credit the finance charge that was incurred due to the lack of communication and improper way of handling this issue. I have not received a bill to pay February payment. Instead, I received a collection call two days ago. I told her I have not received a bill. She in turn advised that she cannot speak with me. I told her they have a poa and asked how I could help her. Again, I was told that she could not speak with me. My response was if they are refusing to speak with me with a poa, then not to call. Yesterday I received a collection text, to MY phone. Called ************ and asked to speak with a manager. I spoke with ***** and explained in detail my issues. He confirmed they had my poa and seemed to understand my issues. When I stated not receiving a call, letter or even a bill, he asked me twice what our address is and then asked if we had a different address and mentioned ***********. I moved my mom from ** over two years ago. *********** is in ************, ** NOT **. We have not changed our address, nor have we moved. He did not provide the address they have on file, instead he said he could not assist would transfer me and assured me he would explain to the person he transfers me to. Instead, I was left on hold and then hung up on. No one called back.    THERE HAS BEEN NO RESOULTION AS THEY HAVE MADE NO EFFORT. NOW WE ARE NOT RECEIVING BILLS, NO ONE WILL SPEAK WITH ME OR CREDIT THE FINANCE CHARGES. My question is do they want to get payment and resolve this or do they just like adding on charges while sending our bill somewhere else?? Doesn't appear that anyone cares or wants to resolve this. I receive "spam calls daily" not one has left a message stating they are from ************ or Comenity which is very disappointing and frustrating.

  I need resolution to this!!! PLEASE!!

  Customer Answer

  Date: 02/26/2025

  A woman called this morning asking for my mother. When asked who was calling, she would only give me her first name. Then said she would just call back and hung up on me. when I called the number back it was Comenity...I will continue to update every day they call and refused to identify themselves or refuse to speak with me until this gets resolved and they speak with me. 

• Initial Complaint

  Date:01/09/2025

  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 have been trying to get them to give me some my account number, so that I can make sure that I'm really paying on my account. They won't give me any information accept to take a payment. I looked at their reviews and not one person has anything good to say. They also say that their payments don't go through. So I don't dare pay them off, for the fear of losing $724.86 and theirs nothing I can do about it cause they'll only take a debit card. If you could please help me figure out a way to make sure that my payment goes through and close my account permanently. I never want to do business with them again. I just want to make sure that if I pay them off, it'll be done and never have a problem with them again.

  Business Response

  Date: 01/09/2025

  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:01/09/2025

  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.

  Credit card for dental service.
  Alphaeon dental services.
  They charges $1800 and additional$665.87 plus my minimum payment. By May 3 I have to pay $2,007.00. Say I’m in a promotional plan which I didn’t sign for. I don’t understand this plan. Not clear on what it is. I’m 64 yrs old disabled and I dont have much money. i think this is a big rip off and taking advantage of.!I hope you can help me.

  Business Response

  Date: 01/09/2025

  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

  
  1-21-25 *** ********* called & she said this was resolved a week ago. Ok to close the complaint
  ******** ********* * *****.

• Initial Complaint

  Date:01/07/2025

  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.

  Subject: Request for Resolution of Incorrect 30-Day Late Payment Report ULTA Account (#****************)To Whom It May Concern,I am filing a complaint regarding Comenity Capital Bank, the issuer of my ULTA account, due to an unfair and inaccurate 30-day late payment report that has been placed on my credit report. Despite being a loyal customer with a history of timely payments, I discovered this blemish on my credit report without any prior communication or notice from the bank.Specifically, the issue arose from a $4 balance that resulted from accrued interest. This balance, and the subsequent late payment report, came as a complete surprise to me. I had paid off my account in full on July 29, 2024, and was unaware of any remaining balance, as I did not receive any form of notificationno statements, phone calls, or text messagesto inform me of this small balance. The $4 balance ultimately accrued interest and resulted in a late fee, which was then reported to the credit bureaus five months later.This report has had a significant negative impact on my credit score, and it has jeopardized my ability to secure favorable terms for a mortgage that I am currently applying for. As someone who has always managed their financial responsibilities diligently, this isolated incident does not reflect my consistent payment history or commitment to honoring my obligations with Comenity.Had Comenity Capital Bank notified me of the outstanding balance, I would have immediately resolved it. The lack of communication regarding this balance directly contributed to the situation I now face.I trust that Comenity Capital Bank values its relationship with customers and will review my request with fairness and understanding. I respectfully ask for the BBBs assistance in resolving this matter.Thank you for your attention to this complaint. I am happy to provide additional documentation or information if needed. Sincerely,

  Business Response

  Date: 01/08/2025

  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

  From: ******* ******** <*******************************>
  Date: Mon, Jan 20, 2025 at 12:07 PM
  Subject: Follow-Up Complaint Regarding Comenity/Bread Financials' Response File # ********. ULTA Account (#****************
  To: <**********************************************************************************************>
  
  
  To Whom It May Concern,
  
  I am writing to follow up on my original complaint, file #********, regarding the 30-day late payment report filed by Comenity/Bread Financial concerning my ULTA account. Unfortunately, their response to my goodwill request was to deny the adjustment, and their reasoning only underscores my concerns about their handling of this matter.
  
  Specifically, Comenity/Bread Financial failed to notify me about the $4.33 interest charge due on my account in August 2024. Instead of making any meaningful attempt to contact me, they allowed the balance to accrue additional interest and late fees, eventually reporting it as a 30-day late payment to the credit bureau. I never received any phone calls, text messages, or other communication about this balance.
  
  If Comenity/Bread Financial had contacted me, I would have immediately paid the $4.33, as I have always paid my balances in full. I find it deeply troubling that their response did not include any evidence, such as phone or text message records, to prove that they attempted to notify me about the balance. To date, the only call I received from them was in December 2024, a full four months after the $4.33 interest charge was assessed. By then, they had already reported the 30-day late payment to the credit bureau, causing significant damage to my credit score.
  
  I believe this practice is not only unethical but potentially illegal. Failing to notify a customer about an outstanding balance while allowing fees to accrue and then reporting the customer as delinquent appears to be a tactic designed to profit from late fees at the expense of the consumer.
  
  I am requesting the following actions from Comenity/Bread Financial:
  
  Provide documented proof of all phone calls or text messages made to notify me of the $4.33 interest charge between August 2024 and December 2024.
  Remove the 30-day late payment report from my credit history, as it is a direct result of their failure to communicate with me.
  This situation has caused significant harm to my credit profile, and I respectfully ask for the BBBs continued assistance in resolving this matter fairly. I am willing to provide any additional documentation needed to support my claim.
  
  Thank you for your time and attention. I look forward to a prompt and favorable resolution.
  
  Sincerely,
  
  

• Initial Complaint

  Date:01/07/2025

  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 November 12th a payment was made $44.34. I do on-line banking for all of our bills. Three weeks pass and the check didn't clear. Called my bank and Comenity to explain that I stopped payment and reissued another payment. Comenity's remit to address isn't electronically, so, the payment was made again to the same remit to address, which is done by postal service. Comenity has called me several times a day for the last 4 days, with someone either hanging up or speaking zero words! I have spoke with this company several times, several transfers within the same call. I have spoke to my bank twice spending over 45 mins trying to rectify this situation. I received another call at 3:24, which I answered and was hung up on again! I called back, was TRANFERED to 3 times!NO ONE at Comenity could comprehend why I was asking for an address that would send the money in 1-2 days....NO ONE!!!!!I have been trying to make a payment like I do for ******, house payment, insurance, or ANY OTHER BILLS we have, with no luck! And, we have good credit!So, here I am, I bought clothes at ******** while on **** in Lake of the Ozarks at an outlet, spending $44.34 and now Comenity wants ME to pay them a little over $*********, why I'm still trying to rectify this situation I'm almost at a loss for words. NO ONE at Comenity wants to help me resolve, all they want me to do is to give them money!

  Business Response

  Date: 01/08/2025

  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:01/07/2025

  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 purchase at academy on or about 10-7-24 for 78.00.i called comenity capitol bank columbus ohio to pay the bill in full and close the account.

  i was told there would be a nine dollar to pay over the phone and was told i could pay it at the store.on 10-10-24 i drove to academy to pay the bill in full.a young slender female with black hair was at the register.i told her i wanted to pay my bill in full.i entered my card in their card reader,she looked nervous because it was taking a long time for the machine to work,just as i was going to remove my card a transaction was done and i was handed a reciept.sometime later i got a bill from academy.i called the store and was told by the manager i hadto call the bank to resolve the issue,which i did.

  i was told the bank had not recieved any money.i maile a copy of the reciept and bank statement showing i had paid the bill in full.next thing i know i recieve another bill saying i owed 80.00.calling either location is a waste of time,i believe that the register i used may have had a fake card reader.i will not send comenity another dime, i paid the bill in full and will give them another dime.there is something wrong here and i smell a rat.thanks ia have included a copy of the reciept which i paid on 10-10-24.

  Business Response

  Date: 01/07/2025

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

• Initial Complaint

  Date:01/07/2025

  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 opened this account for my kids school clothing and other items. I have never missed a payment until I was ill and hospitalized for Covid and the Flu for 21 days.

  I am an only child who does not have any family where I live. They are in a totally different state. I dont trust people to have friends so there was no one I could rely upon to help me with my children nor pay my bills. I got behind in October 2024 but now on track.

  I called the credit card company, (Children's Place), and asked for a goodwill forgiveness on my acct. The *** agreed to waive my late fees and update my credit ***ort as long as I make all future payments on time. I have also disputed this with the credit bureaus.

  ************ did not stand up to what they agreed upon. I would like this fixed because it has impacted my life greatly. I will keep my acct in good standing until paid in full. Thanks please make this one time correction to my credit ***ort as promised.

  Business Response

  Date: 01/07/2025

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

  Customer Answer

  Date: 01/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22777749
  
  I am rejecting this response because: 
  I have not officially received a response from the business. 
  Regards,
  
  ******* ****

• Initial Complaint

  Date:01/04/2025

  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 writing to dispute unauthorized charges on my Ulta credit card account. On September 5, 2024, I requested cancellation of automatic payments, and received confirmation that the payments would be stopped. However, charges continued from October 2024 through the present. **************** informed me that my automatic payments were re-enrolled on September 8, 2024, without my authorization. I am requesting a full investigation and reversal of charges after September 5, 2024. Please provide written confirmation of cancellation and assurance that no negative credit reporting will occur. I am exercising my rights under the Fair Credit Billing Act (FCBA) and request a resolution within 30 days.

  Business Response

  Date: 01/06/2025

  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: 01/10/2025

  [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: 01/15/2025

  ******** ******* <***********************************>
  4:28 PM (12 minutes ago)
  to disputeresolution
  
  To whom it may concern Id like to reopen this case reference ********. Im not satisfy with the information from Comenity Capital Bank

• Initial Complaint

  Date:01/04/2025

  Type:Delivery 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.

  Last year I received a Zales Credit card used it to buy a ring I have been making payments on it all year to get the balance lowered if not paid off in full. Now as of 12/19/24 the bank Zales uses tacked on ****** to the balance bring it back up to where it was from the start. I have called them to ask that amount to be removed and I'll pay the ******* balance in full. They refuse to work with me on this issue. So as of today 01/04/25 I will no longer be paying Zales or Comenity Capital Bank any more until it's resolved.

  Business Response

  Date: 01/06/2025

  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.