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 349 Milford, OH 45150-0349

• 

  Alliance Data

  PO Box 370 Milford, OH 45150-0370

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:05/21/2025

  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.

  Commenty Bank has refused to honor a $200 promotion that multiple customer service representatives have stated that I earned. I specifically asked multiple representatives about whether I qualify before I applied for the card and was told that I did qualify. Only after the promotion ran out, did they tell me that I was not qualified and have refused to provide me with the money that I earned during this promotion.

  Customer service representatives even took my bank account information to deposit this money into my account directly but it never happened. I am very concerned about the unethical violation of signing people up by this bank for promotions that they have no intention of honoring.

  I have filed multiple complaints and I keep receiving the same stock answers asking to file a complaint at Comenity Bank ** *** ****** ********* ** ********** without any person from the bank reaching out to me to resolve this serious matter.

  This is a clear case of false advertising and they have proof of recorded conversations that show that I was signed up for this offer because I was eligible. I spoke to multiple supervisors who all agreed that I am eligible and now all of a sudden nothing happens and I keep getting the run around.

  I am looking for immediate assistance in this matter as this money is owed to me as part of the offer.

  Business Response

  Date: 05/21/2025

  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.

• Initial Complaint

  Date:05/21/2025

  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.

  For over a year. I've been paying ALPHAEON credit card. On their website they have a link were you can have automatic withdrawals from my checkng account but my bank is being rejected (*****).

  The first pmt I made with them, I did stop pmt because I didn't know who this company was that I was paying for ALPHAEON.

  Once I realized it was them, I corrected everything with my bank and called ALPHAEON numerous times to correct this.
  Every month, I've had to call and make the pmt by or before the 20th. I call and ask the help dest to waive my $9.fee because I can not pay on line. They were very curious and did so.
  
  I logged onto my account today because I am setting up a new bank hoping it will get accepted for pmt.

  While looking at my statement, I noticed I've been charged numerous times $41. late fee and $30. The ppl I spoke with NEVER told me I was late nor did I think I was late calling them by or before the 20th.
  I would like to get this refunded back to me. I was never told I'm being charged a late fee nor did they tell me I was late (because I wasn't).
  Why would this company even allow to charge someone $41. late fee? this is ridiculous.

  
  
  Anyhow, I am hoping I can at least get these ridiculous late fees credited back to me. I have bank statement showing on time but their pmt states one or two days later than paid.
  
  At this moment. their Website is still showing I own this months pmt the I called yesterday to make this pmt .(05/19/25). This is also showing in my bank account that it was paid.
  
  Please, I'm hoping someone can help with this. I think this company is making illegal charges.
  
  Charges I've shared are $265 in late fees +$200 for emotion stress and numerous times calling to get my bank account into their system monthly calls etc.

  
  
  Best Regards,
  ******* *******
  

  Business Response

  Date: 05/21/2025

  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.

• Initial Complaint

  Date:05/20/2025

  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 someone steal my card use my card and go to town on it and I have reported it probably seven times and have had to file seven different fraud cases. With community capital MasterCard Ulta, and they just let the ball drop over and over the cards were stolen out of my house because my house was This is ****. ****** rental these in a lot closet that was broken into.

  It was in my personal items that should not have been touched. I tried to file a with The renter and the renter is deceased who would’ve had to have rented it during that time they could’ve just left the door open and somebody could’ve even in there and done that we do not know and have not been able to find out but the charges that were on the card were not mine.

  I was all the way in Canada and sick And I have the rental documents to prove that and I have the rental documents to prove the house was rented out, so **** said they were responsible 00% for any and all fraudulent charges. They put it over to people in Asia to handle the case offshore and onshore is what they call it but they are actually people using the United States call center, but they are in their house with chickens, crowing behind them you can hear them when you’re talking to them. They do not have any answers. They do not know nothing.

  They give this to people that are not even professionals in this area and let them handle it.

  I am formally demanding that they remove all the fraud charges on my account any interest charged on them so not only am I paying for fraudulent charges on a stolen credit card I am paying interest every month until they figure it out and they keep on doing the 2 to 48 hours call back which does not happen and they make me write in over and over, which I have done several times

  This has went on too long.

  I would like to know where the corporate office is at also and who ****** **** and ***** ********** is or even **** ******** because here on your website, it states them as the two presidents and the custom

  Business Response

  Date: 05/20/2025

  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:05/20/2025

  Type:Customer Service 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.

  Had dental work done ... 4 teeth removed and dentures made. Was told that I would receive by mail proper information or bill to make monthly payments. Have called Alphaeon credit on several occasions but I have not received any bill or information pertaining to the loan they gave me yet.

  Business Response

  Date: 05/20/2025

  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: 05/29/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed

  
  

• Initial Complaint

  Date:05/19/2025

  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 got a Ross credit card so that I could build my credit score faster. I used it ONE Time for $28.64. Paid $28.00 Leaving .64¢ balance to to build credit score faster! Hadn't been back up there for a little over a month cuz I was in the hospital etc. Finally felt alittle better so I went to Ross and tried to use card ($700 limit) and it was denied so I had to pay cash!

  Just got a new statement in the mail and on a balance of .64¢Past due my bill is now $67.11 DUE!

  
  I called and was told they can refund $15 To me. Meaning they are still charging me $51.47 for 2 months of not paying ,64¢!
  

  I was told that if you don't pay your bill in full & have a balance unpaid that they double the amount of your full bill!

  Makes NO SENSE & TOTAL ROBBERY!

  
  Again.
  * I CHARGED $28.64 TO THE CARD
  * I PAID $28.00
  * LEAVING A BALANCE DUE OF .64¢ (ONLY LEFT ON THERE TO BUILD CREDIT SCORE FASTER!)
  * NO OTHER CARD TRANSACTIONS OCCURRED
  *

  WHEN I WAS ABLE TO GO THERE AGAIN MY CARD WAS DENIED (HAVE $700 CREDIT LIMIT/OWE .64¢) SO HAD TO USE CASH!
  *

  2ND MONTHS BILL IS NOW $67.11 DUE FOR A ,64¢ PAST DUE BALANCE!
  *

  SO THEY ARE TRYING TO CHARGE ME $66.47 IN LATE FEES ON A .64¢ PAST DUE BALANCE!
  

  AND I WANT THAT CHANGED TO THE AMOUNT IT SHOULD BE (.64¢) SO THAT I CAN PAY IT & CLOSE MY ACCOUNT WITH THEM BEFORE THEY TOTALLY SCREW UP MY CREDIT SCORE!!

  
  AND HOPEFULLY THIS WILL ALSO STOP THEM FROM DOING THIS TO OTHERS WHO ARE GETTING THE CARDS TO RAISE THEIR CREDIT SCORE FOR WHATEVER REASON!
  
  

  Business Response

  Date: 05/20/2025

  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: 05/22/2025

  These are my statements and my payment to them.

  Also they are saying that they will only talk to me about this matter but I already know that they are going to tell me the same thing.

  That for a past due balance of.64¢ the past due charges are bringing me up to a current balance of $67.11 amount due!

  This is high way robbery. 

  As bad if not worse than a loan shark

  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/19/2025

  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.

  Hello, i’ve been calling the number on the back of my card which is ###-###-####. it’s for Customer Care, yet everytime its going to transfer me to a live representative/agent. It hangs up on me. (4 times so far)
  I just want to change my card information since I just replaced my card that’s in the account. TODAY is my payment date May 19th 2025 (autopay). I want to do this as soon as possible, so i’m not charged for a late fee. But the call keeps hanging up and now I don’t know what to do. I really don’t want that late fee.

  Business Response

  Date: 05/20/2025

  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:05/19/2025

  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.

  In March, I went to pay my very small Sephora balance on the Comenity website, which was down. I tried again a day later, and it was still down. After trying for several days, I called and paid the balance in full.

  
  
  On April 7, I received a bill for just a late fee. I called to dispute the late fee and was told it was taken off.

  I closed the account because I did not like their business practices.

  Now I am receiving calls that I have a late fee and interest charges on the late fee they removed.
  
  It appears they have done this to many customers, and it is quite possible they create problems with their payment portal to then charge late fees.

  Business Response

  Date: 05/20/2025

  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:05/18/2025

  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 being changed late fees and have been flagged for late payment from Comenity Bank for purchases made in early 2025. I have paid my bills through my bank's electronic payment methods for years, Comenity took payments without issue through Jan 2, 2025 (Dec. '24 bill(. I paid my January bill on 2/14/25 through the same manner. I began to get collection calls the week of 3/10 noting I did not pay $19.79. The company would not take my ACH# as proof of payment. I had to chase down the Electronic Trace number for the payment and submitted this proof to the company. My letter was dated on 3/26; their online version of my bill notes they refunded the late fees on 3/8 (not true as I was still being called by collections and had not yet received my bank's letter of proof). I paid my March bill on 3/31, they rejected the payment after the due date and charged me another late fee. I chased another bank letter that proved I paid them on time - same manner used for the last 5 years - and then paid for the new purchases made directly through their website. I did not pay late fees or interest as they held my money over the course of the due date. They have rejected my documents of proof and have not been able to tell me what I need to submit/what is missing to close my claim. I have also been turned into the credit agencies for being a late payer despite all proof I have submitted. I requested my account be closed in March and am looking for the company to reverse all late payments and the late payer designation on my credit report. I only want to pay for the items I purchased and end the relationship with this bank. In March I also requested the account be closed due to being harassed by collections agents over $19.79, my credit report indicates they closed the account at their preference. Again, another falsification on my record.

  Business Response

  Date: 05/19/2025

  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: 06/03/2025

  From: *** ******* <*********************************>
  Date: Mon, Jun 2, 2025 at 7:11 PM
  Subject: Complaint 23346647
  To: ******************************************************** <********************************************************>
  
  
  
  
  Good Evening,
  
  
  I have received the attached resolution letter from Comenity Bank, while I disagree with their continued terminology that I paid late the resolution of washing the late fees and restoring my credit score is the ideal solution. You'll see in the letter that they reference my account number changed in December 2020; I had been paying on the same account through the same online banking system up until March 31, 2025. They accepted my payments through January 2, 2025 without issue and nothing was identified or relayed to me in my billing paperwork that noted there were upcoming changes to be aware of. They also note balance totals that included late fees while my account was in dispute in March. My documents clearly show I sent a payment to them in March prior to the due date, they held the money over the due date, then rejected the payment and applied another late fee. 
  
  
  They falsified bills in their online portal and did not acknowledge that I made good faith efforts on paying on time. Provided no reasoning over the course of continued calls and engagement on why the account was suddenly not taking my payments. 
  
  
  I am glad this chapter has ended, I appreciate the BBB's assistance and have every intent on never carrying a Comenity bank card and shopping at this retailer again. 
  
  
  Thanks to the team for bringing this 3-month saga to a close. 
  *** *******

• Initial Complaint

  Date:05/18/2025

  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 called them April 18th or 19th to tell them that I just got my statement and card in the mail and activated it that day meanwhile the bill was already due .. how was I supposed to know that when I got nothing until after the due date.

  Called to complain and the guy refused to credit back my late fee only a portion of it they also charged me for a paper bill that I was also not given the opportunity to enroll in paperless billing because I didn’t get the bill in time.

  Fast forward to today during that call I asked him to verify that going forward auto pay was good as I set it up after I made my payment in April he confirmed it as I remeber this specifically the call should be recorded … however today is the 18th and the payment has not been made thru auto pay and on top of that it looks as tho it was never set up when I infact did that day set it up. I asked him if the payment would go thru for next month.

  I want the rest of my late fee back for April and I don’t want to be charged one for this month either as I set up autpay but looks like it didn’t take and even after enrolling in paperless billing last month they still sent me a paper bill.

  Business Response

  Date: 05/19/2025

  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: 05/21/2025

  you have not reached out to me and I will not call again and deal with another person who won’t be helpful waiting for someone to call… before I do anything on the account still notice payment didn’t go thru so clearly auto pay didn’t work I am angry 
  
  
  
  Regards,
  
  
  
  ******** ****

• Initial Complaint

  Date:05/17/2025

  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.

  In April 2023, I consulted with ***** **** regarding treatment services and was subsequently approved for a credit card through Alphaeon Credit. The total amount financed was $3,644.

  I was informed that monthly payments of $152 would be automatically withdrawn to repay the balance over a two-year period, with the understanding that the account would be paid in full within that time.

  
  By March 2025 — the 23rd month of payments — I should have paid a total of $3,496. However, I was surprised to see an outstanding balance of $196 at that time, which did not align with the agreed payment structure. Additionally, I was recently notified that interest charges totaling $1,723 were added to the account, bringing the current balance to $1,767.
  

  This outcome is extremely concerning, as I was under the impression that the monthly payments would satisfy the full loan amount over the agreed term without accruing such interest.

  I am unable to pay this unexpected balance and request a thorough review and resolution of this matter.
  

  Business Response

  Date: 05/19/2025

  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.