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

2,471 total complaints in the last 3 years.
577 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:05/30/2025
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 opened a Toyota Rewards Visa with Comenity Bank at the beginning of 2025. It promised a 5% reward for purchases and service at Toyota Dealerships. I spent a few thousand dollars having my car serviced but only received 1% in rewards. I spoke many times with their customer service. I was told many different things including - "**** ****** ** **** ***** ** is a valid dealership and I should have been given 5% rewards", "It was a glitch in their system and I would be reimbursed in a couple months", "I'll send it higher up and definitely get it rectified." - Nothing has been resolved. The customer service agents that helped me could only see sparse notes from the previous agents. I was not sent any emails advising they were working on it. I was finally told it would be addressed in 5 days (almost a month ago) and given a ticket number I could use in the future, but was later told it wasn't a valid ticket; Rather it was only an agents ID number.
Business Response
Date: 06/02/2025
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: 06/16/2025

CS RequestYONTS,****** - Voicemail box 135
Attachments
2:36 PM (31 minutes ago)
to me

GoTo logo
You received a new voicemail message
Info New voicemail message
Time: Monday, June 16 2025 2:35 PM
From: CS RequestYONTS,****** **************
Duration: 19 seconds
Voicemail box: 135
Transcript:
Hello, my name is *** *****, last name spelled *********. My cell number is ************. My complaint ID number is **********. Thank you.
Initial Complaint
Date:05/29/2025
Type:Order 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.
*** had a AAA **** credit card for decades. A year or two ago, it was switched from *************** to Comenity (not my choice).
I pay off my balance monthly via an online draft from my checking account.
On December 1, 2024, I purchased a whole house generator and installation with my AAA **** for $11,250. I never received the generator, let alone the installation,
When several attempts failed to resolve the issue with the merchant, I filed a dispute with Comenity. I phoned them on March 25, 2025, and followed up with a letter and supporting documentation. Comenity requested more documentation, and I provided it.
Last week I received a letter informing me that they would not refund my money because I had already paid for it. That certainly seems off and contrary to the advertised advantages of using a credit card for the consumer protections a credit card provides.
I called **** and was told that paying off my balance monthly should have no effect on processing a chargeback in this situation. However, **** said that I have to go through Comenity Bank to get my money back.
So, Comenity Bank is not following ****s rules, they are not providing the consumer protections required by law, and they are effectively forcing me to take the merchant to court at great personal expense to get the refund to which I am entitled.
Business Response
Date: 05/29/2025
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: 06/09/2025
***** ****** <***************************>
11:18 AM (15 minutes ago)
to disputeresolution

I received the attached from you this morning. I have heard NOTHING from Comenity Bank. No email, no message in my online Comenity account, no snail mail letter. This does not surprise me. This is a lying, unscrupulous, poorly managed company with "customer service" focused not on customers but on delays and inaction. That's why I asked you for help. In my humble opinion, they should be forced out of business. The fact that they told you they will get in touch with me is just another lie. IF (and that's a BIG IF) they get in touch with me, I'll let you know.

- ***** ******

--------------------------------------------------------------------------------------------------------------

Company: Comenity Capital Bank
Consumer: ******, ********

This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.

Please click on the link below to access BBB's *************************** System to read this message.

Go to: ***************************************************
Enter Code: 772914752BAD2

This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at *************.

BBB of ******************************
****************
********, ** 43215-1005

--------------------------------------------------------------------
Sent: 6/9/2025 10:26:01 AM
From:
BBB of ******************
To:
******** ******
Subject:
Message from the BBB regarding your complaint
******** ******
*******************
******** VA 22520

Re: BBB Complaint ID # ******** - **********************

Dear ******** ******,

BBB is following up with you regarding the complaint you filed against Comenity Capital Bank. Comenity Capital Bank had previously responded to BBB, indicating they would be contacting you directly.

To date, we have not received your response.

The complaint has been closed.

However, AFTER you have received a direct reply correspondence from Comenity Capital Bank, please be assured that the complaint can be reopened once BBB has received the following from you:

A copy of the letter or email you receive from Comenity Capital Bank and your written explanation of whether or not you are in agreement with Comenity Capital Bank.

The letter or email you receive from Comenity Capital Bank would be dated AFTER you filed the BBB complaint and will reference your BBB complaint number ********.

BBB cannot provide you with a timeframe of when you will receive a letter from Comenity Capital Bank, as this would depend on how much time Comenity Capital Bank will need to research your account and prepare their response to the BBB issues. However, if Comenity Capital Bank has not contacted you at the end of 60 days, please contact BBB. We will then reopen your complaint and follow up with the business through dispute resolution services.

BBB needs the above information to help us understand the position of the business.

If you cannot provide BBB with the information above, BBB will not be able to further assist you in this matter.

Please send the above requested information to ********************************************************* or mail to BBB, *************************************************************************. Be sure to include your complaint ID ********.

The complaint is closed and will appear in the company's BBB Business Profile as: 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."

Please do not file a new complaint. It will be closed as a duplicate complaint. BBB does not process complaints from the same consumer concerning the same issue against the same business, as BBB reports both the number and the nature of the complaints we process.
If you have further concerns, please send to ********************************************************* being sure to reference your original complaint number ********.

BBB posts all reportable complaints against a business on its BBB Business Profile once they have closed. Please understand your complaint and the company's response may be publicly posted on the BBB website (BBB reserves the right to not post in accordance with BBB policy), and this posting may be delayed.

Regards,

********* **********
BBB Dispute Resolution Team
BBB Serving ************
**********************************************************************************************
Initial Complaint
Date:05/28/2025
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.
SUBJECT: COMENITY LATE PAYMENT CHARGE ERROR

I have made many calls to this company COMENITY CAPITAL BANK at ###-###-#### since january 2025, complaining to them about me having issues logging in into my account to make payment, which it was advise to me to change my password (I've changed my password multiples times), till 3/28/25, I kept getting the same message "Your detail don't match our records,
Please check that you've entered the correct username"
(REPRESENTATIVE ARE NOT HELPFUL & DON'T PROVIDE THE RIGHT TECHNICAL SOLUTIONS)

With the whole back & forth since January, February and March, none of the REPRESENTATIVES HELP and none of them OFFER to help me pay my bill thru the phone, but what ONE REPRESENTATIVE did do on MARCH 28, was to close my account and she said; to re apply again, in a way for her to help me be able to login, into my account (CONFUSING), on top of that COMENITY representative stated on her note, that I gave her the permission to close my Account? (LIES), (FOR HER TO COVER HERSELF, IN HER ERROR)

I also spoke and reported to the supervisor ***, the situations I was going through on 4/23/25, who was RUDE & LACKED COMMUNICATION.
The PROFESSIONALISM of this COMPANY is BAD, The REPRESENTATIVE & SUPERVISOR ARE BAD.

On May 5, 2025 wrote to this company, because out of nowhere, I received an April Statement, But for February, March no statement. I've been calling the company to help me retrieve my account, because I don't have a Children Place Store, close me.

It was wrong for this company to charge me LATE PAYMENT for JANUARY, MARCH, APRIL & MAY.

This company treated me & Handle Me, as a **Consumers** wrong, I DO NOT RECOMMEND THIS COMPANY TO NO ONE, THIS COMPANY HOLD NO ACCOUNTABILITY IN THEIR WRONG DOING.

So, now (COMENITY) on 5/28/25 at 8:35pm, decided to call me from ###-###-####, asking for payment of $63.00 for two LATE PAYMENTS FOR APRIL & MAY.

IN CASE THIS COMPANY DARES TO CHARGE ME ANOTHER $30 FOR JUNE, I AM DISPUTING.
Business Response
Date: 05/29/2025
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: 05/30/2025
I accept the business's response to resolve this complaint.

Regards,

***** *******
Customer Answer
Date: 05/30/2025

'SulayE' via Dispute Resolution - Shared Inbox <[email protected]>
9:48 AM (1 minute ago)
to [email protected]

Good Morning,

My Name is Sulay Espinal. I am requesting to RE-OPEN my case, since the situation is not RESOLVE.
Customer Answer
Date: 06/02/2025
From: 'SulayE' via Dispute Resolution - Shared Inbox <********************************************************>
Date: ***, *** 1, 2025 at 10:57 AM
Subject: ***** *******, Complaint ID: ********
To: ******************************************************** <********************************************************>

Good Afternoon,

I am Submitting

1. April ********** charging me a late payment fee, after the (NO HELP) from this company.

2. Written letter to Comenity Capital Bank, Requesting the DISPUTE of this charges

3. Submitting how my account couldn't be (VERIFIED)

4. Comenity Return Letter

5. Comenity Calling Me Demanding Payment
Initial Complaint
Date:05/28/2025
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.
I need a paper statement to make the $80 monthly payment as part of the hardship program the company representative informed me of.Fees and no statements prevented ne from making the affordable payments I agreed upon.The account is way higher now. Still prevented from making payments. Need adjustment made to make balance what I originally agreed to pay.
Business Response
Date: 05/29/2025
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:05/27/2025
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.
My new Unity-HR credit card, by Comenity Capital Bank, showed my first month's total payment of $1,293.07 was due on 5/13/25.
I had my bank, Newfield Natl Bank, send out a payment for the full amount, $1,293.07 to Comenity Capital Bank on 5/6/25.
My second statement showed a $30 late fee and a processing date of 5/15/25. I called Comenity and told them that my bank either wire transferred the payment to them in which case they sat on the payment for 9 days before processing it, or my bank mailed the payment to Comenity in which case they sat on the payment for 7 days before processing it.
Either way, I wanted this fee reversed because my bank got the payment out 9 days before it was due.
They refused. They offered a "one time courtesy" to reverse $15. That is not sufficient. There is no reason I should be paying $.01 for their inefficiency.
Business Response
Date: 05/28/2025
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: 05/30/2025
I accept the business's response to resolve this complaint.

Regards,

****** *******
Initial Complaint
Date:05/27/2025
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.
On December 16, 2024 my bank sent a check (#*****) for 2,732 dollars which would've been the remaining balance on the account to Comenity Bank. The check was sent back on December 30, 2024 stating that the check was sent back due to the full account number not being on the check. The same check was remailed on January 10, 2025 and cleared ***** ********* ****** *****'s account on January 27, 2025.
During the remailing time, there was an interest charge which got added to the account.
I have filed disputes with Comenity Bank to which they will not rectify this situation. They have no record of ever sending the check back to which I emailed them confirmations of everything. I have been hung up on while talking to their customer care representatives and mishandled through every step of this dispute. This has now caused my credit to go from 735 to a 626 due to missed payments (I never missed a payment before)
I have been on military duty to which I also told them so I was unable to send them evidence for several months.
Business Response
Date: 05/28/2025
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: 05/28/2025
I accept the business's response to resolve this complaint.

Regards,

***** *****
Initial Complaint
Date:05/27/2025
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.
We paid our Big Lots card off in March. They sent a bill in the amount of $4.75. They continue to send bills even though the card has been paid off in full. I called them this morning and I did not get anywhere with them. I would like for them to stop sending me bills for a card that has been paid off.
Business Response
Date: 05/27/2025
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:05/24/2025
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 did pay in full my bill at **********. My balance was $0.00 on November. I just received a bill on my email saying I owed $60.00.
When I called them on May 24th 2025, the first one I spoke to said it was from late fee, insurance, and we never paid for 5 months. We told them our balance was at 0.00.We spoke to a second one she said at the end of the billing cycle there was a $5.00 interest rate we did not pay.
As we said before it was paid in full. We spoke to the supervisor she said it was for insurance in the card and we did not have insurance on it. Why we should be paying on a card with $0.00 balance?
We need some help with that credit card.
Business Response
Date: 05/27/2025
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:05/22/2025
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 paid my balance off in full last September 2024. I haven't used the card in about a year. I thought I had a zero balance. They claim that there was a late fee and transaction fee. I had a zero balance on the account and every time I thought the balance was at zero, they charged me a late fee and interest fees. The person I just spoke with said that she can offer a $15 credit on the $43 late fee that they are charging. I have been paying these fees repeatedly based on when I get my statement. I am unemployed and refuse to pay another dime. I have paid roughly six hundred dollars over this past year on an account wherein I haven't made any purchases and had paid the full amount last September. The last payment was made on the third of this month. They are saying it was due on the first and are charging me $43 for that. I spoke with Mr. *****, whose ID number is ****. He stated that he can see where I pay it off a day or two late and am charged the late fee and interest fee, He applied a $15 credit and stated that the $28 balance is due on June 1 and provided me with the number for the hardship department.
Business Response
Date: 05/23/2025
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:05/22/2025
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.
Date of Transactions: 02-07-2025 (I bought 3 pairs of **** shoes for $77.08 in Academy.
On 02-15-2025 I returned 2 pairs of ****. They refunded me $46.24. Promised me that I will receive my billl of remains $30.89 in the mail. I never receive it.
On 05-19-2025, a letter from Comenity Bank stating that my account was closed due to "recent delinquency" This was a shock to me. Immediately, I contact Academy, Representative ******* told me that my total balance is $103.89. But don't worry that he would like to help me by giving me a waive on Late Fees, but only if I paid the total of $43.00 right away. But he refused to give me a written confirmation. After I insisted to talk to his manager, *******, according to her, ******* has no right to waive all Late Fees. $43.00 is only the minimum payment. Despite it, she still unwilling to show me my bill and advised me go to my email if I want me to see it. I didn't find any email from Academy (but we successfully entered my account in Academy's}.
After studying my bills: We have 3 major concerns:
1. Paper Statement were never sent, despite Academy policy stating "the customers with past-due accounts would still receive paper statements." I never receive any, which directly contributed to the problem. {Details in Attachment 1}
2. A $30.87 purchase on 02-19-2025 was mounted to $103.87 on 05-19-2025. The customer care department try to fool me by twisting the minimum payment of $43.00 as settlement figure, that was due to lack of transparency and pressure to "pay now" scam. (Academy should have the telephone recording record.)
3. A $5.98 credit balance disappeared without explanation. In March's statement, it was listed as "Other Debt/ Refund". But I never receive this $5.98, where did it go? (See attachment 2a & 2b)

I am very disappointed on Academy failed to uphold their policy on sending paper statement if the account became past due. Only if I receive even one paper statement, this issue would not happen.
Business Response
Date: 05/22/2025
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.

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