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.

close

Find a Location

Comenity Capital Bank has 136 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comenity Capital Bank

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

  
• 

  Alliance Data

  1103 Allen Dr Milford, OH 45150-8763

• 

  Alliance Data

  PO Box 408 Milford, OH 45150-0408

• 

  Comenity Capital Bank

  PO Box 319 Milford, OH 45150

• 

  Comenity Capital Bank

  745 Center Street (former) Milford, OH 45150

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:05/17/2025

  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.

  Formal complaint regarding the sudden and unexplained closure of my ULTA Mastercard account ending in # **** issued by Comenity Bank. I received no advance notice, no written warning, and no opportunity to address any concerns before the account was terminated. This abrupt action has negatively impacted my credit report and overall credit standing.I take my financial responsibilities seriously. My account had no delinquencies, was in good standing,

  Every time I’ve called the customer service number, I’m met with an automated message stating that my account is closed and cannot be reopened. Then the system immediately disconnects the call without giving me the option to speak to a representative. I’ve searched everywhere for an alternative number just to speak to someone—it should not be this difficult to receive basic customer support.Today, after finally getting through, I spoke with a representative who could not explain why my account was closed. I was told that an email had been sent, but I never received anything.

  When I asked for her to resend it so I could understand the closure, she said she couldn’t. I then asked if she could simply read it to me, and she refused to do that as well. I checked all folders, including spam, and confirmed—no email about account closure exists.When I requested to speak to a supervisor, I was placed on hold for over three hours, and the call eventually disconnected. No one called me back.

  This entire experience has been frustrating, exhausting, and frankly unacceptable. I’m currently a full-time student. I barely have time to spend with my family, yet I spent over three hours trying to get answers about my account—only for it to be a complete waste of time. To make matters worse, you’ve also locked me out of my online account, so I cannot access my own records or contact support through the portal.
  

  
  I do not appreciate the total lack of transparency and what has been some of the worst custome service.

  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.

• Initial Complaint

  Date:05/16/2025

  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 received a letter from Comenity bank regarding my Michael's credit card. Letter states my payment in $134.00 is past due and my balance is $752.49. I don't have a balance on my Michaels credit card, the charges do not exist. The online payment option asks for account number i don't have, to access information. I want to check the charges and fees on my account because this card is paid off as per my knowledge.

  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.

• Initial Complaint

  Date:05/16/2025

  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 a Comenity credit card and purchased an order totaling $62.40. The credit card payment was due March 1, 2025. I paid the full $62.40 on February 18, 2025, through my ***** ***** **** Pay, and **************** sent out the check on February 19. My check of $62.40 was delivered to Comenity Ulta Beauty Rewards Mastercards PO Box, no later than February 25th, as evidenced by the attached ***** Fargo Proof of Payment.

  Two separate ***** Fargo Branch Managers verified that this information is accurate.Comenitys due date, Saturday, March 1st, was NOT a business day. Per the Tigard, OR, ***** Fargo Branch Manager, its most likely that the $62.40 check sat in Comenitys PO Box from its February 25th delivery date until it was retrieved and recorded on Monday, March 3rd - two days late, according to them.

  Comenity has sent me three statements in three months, each with increasing late fees: $30, $33, and $43, respectively, for the past three months, totaling $106 late fees for a $62.40 purchase. Per their statement, they will continue to charge an additional $41+ late fee each month. Since my check for $62.40 was sent and delivered on time, I cannot see how I am responsible for any fees. I have contacted them at least three times to no avail.

  I want Comenity to reverse all late fees and cease the multiple, daily phone calls from their call center.

  Business Response

  Date: 05/16/2025

  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: 05/18/2025

  [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,
  
  ***** *******

• Initial Complaint

  Date:05/15/2025

  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 closed my account and was given a ending balance which I paid. Then when I looked on my account, there was a magical "residual" interest charge, stated to me by customer service. I then asked what was the EXACT amount I would need to pay in order to stop occurring interest and she said, "I cannot answer that". Meaning that the company will continue to charge me interest upon interest every month.
  Completely unacceptable bordering on fraud in my opinion.

  Business Response

  Date: 05/16/2025

  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.

• Initial Complaint

  Date:05/15/2025

  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 applied for the AAA Daily Advantage Visa Signature Card online with the AAA rep named ******** on May 2, 2025. I haven't heard, received anything in the mail, and or by email from this company about if I have been approved or not. I called a day or so and they said that it was still being processed nut the rep advised that didn't have any more information in regards to this. It's been more that 10 days. I no longer want a apology. I want an answer and to find out why its taking so long. I was supposed to receive a response within 10 days. I want a resolution immediately.

  Business Response

  Date: 05/15/2025

  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:05/15/2025

  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 underwent an eye procedure that was financed through my ALPHAEON ************* credit card. Prior to making the final payment, I contacted your customer service department and was explicitly told that I had until February 25, 2025 to complete payment without penalty or additional charges. I followed these instructions and paid off the full balance as directed.
  
  To my surprise, I have now received a bill for $3,300, with the explanation being that the check was received late. This is contradictory to the information I was previously given. At no point was I warned that the payment had to be received by a certain date before February 25, 2025, or that any delay in check processing would void the terms discussed.
  
  I consider this charge both misleading and unfair, especially as I acted in good faith and according to the guidance provided by your own staff. I request the following:
  
  1. A reversal of the $3,300 charge.
  
  2. Assurance that this issue will not affect my credit score or standing with your institution.
  
  3. I will not recieve any more bills as my whole balance is payed in full.

  Business Response

  Date: 05/15/2025

  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:05/14/2025

  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.

  Illegally imposed charges on the closed account Interest added to illegal charge after credit card was closed on January

  Customer Answer

  Date: 05/14/2025

  Hello again. I am attaching two files to my case. The first file is the only letter from the bank, which I received half a year after I closed the card. I never received any letters from them, nor the actual financial card, which I never had.

  the second file is my check from the my bank where I transferred my only card payment and closed the card. they told me on the phone that the card was closed and I don't owe anything else.

  I want you to see the reviews on this bank's website. They are all like that. It's terrible that in our country there is such a bank that deceives people and nothing can be done about it.

  I ask you to help me with this injustice. And close this issue.

  Customer Answer

  Date: 05/14/2025

  Hello. My case number is 23330353.

  I am sending you the files.

  first file - an exclusive letter to me from the bank, half a year after I closed the card

  the second file is a check from my bank, where in January I covered the entire amount that I spent and closed the card that day, by phone. since I did not receive the physical card. They told me over the phone that I don't owe anything and the card is closed

  third - I want you to see the reviews on the bank's website. They are only like this. it's terrible that in our country there is such a bank that deceives people. and takes money from them, with closed cards. I'm not the only one
  I ask you to help me close this issue. For my part, I did everything, paid and closed the card. They did not close it in fact and continue to take money from me

  Business Response

  Date: 05/14/2025

  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: 05/14/2025

  Case number 
  #********.
  
  I applied for credit card at Sephora store and I was never mailed my physical card from this bank. In January I called this bank to pay off the balance and close my credit card. They told me balance is zero and account is closed. 4 months after that they emailed me that there is ******* on my account which I was told was closed. I called again to find out that there is $81 balance. They said that there was $9 fee for paying over the phone back in January and it was not paid, it increased because of interest and penalties etc. 
   Now they are demanding the payment threatening that it will increase even more if I dont pay it asap. 
  They activity is illegal and fraudulent. 
  I called in January and provided my debit card info and I asked them specifically to zero my balance and close account. They did not charge the whole amount on purpose and they lied to me about the balance being zero on January. During these four months they never contacting me about the balance in the account. They waited until $9 increased significantly and only after that emailed me to get the payment. 
  I am not the only one who got caught by their fraudulent schemes.    You can check this ****** reveiews and reviews under their address in ****** maps. All people are commenting about also never getting an actual credit card and same scheme with $9 closing fees never charges from debit card and later increasing into way larger amounts.
  Please take actions about this fraudulent company and their illegal activity which has to be investigated

• Initial Complaint

  Date:05/13/2025

  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 a bill due April 12 2025 I made this payment while I was driving through a car wash around 9-10 AM. Which is well before 5pm eastern time the time payment must be submitted to avoid late penalty. I also HAD to use my debit card for this because my saved banking information wasn’t “working”. I submitted my payment.

  Month later I received my April statement where I noticed 2 charges that shouldn’t have been there I reached for help on May 2 got a reply the next day then silence for the next week I was trying to patient then the due date starts approaching closer so I HAD to reach out to them not once but twice I tried calling they don’t even let you speak with a human being.

  Conveniently for them they decide not to reply until well after the payment was due offering 0 help or acknowledgment of the fact I was complaining about a glitch in there system giving me the late fee to begin with I genuinely believe they did this on purpose to add another late fee onto the bill they also added a ridiculous debit card fee which also had 0 warning of fees the customer service is terrible and they don’t bother to acknowledge that

  Business Response

  Date: 05/14/2025

  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.

• Initial Complaint

  Date:05/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a late fee on 5/4/25 for $30. I had made my payment for May on 4/7/25.

  Along with never having a late fee on this account, or any other account, I was told because of the way they do their billing cycle I paid too early. They were not willing rectify the situation even though they can see where I made the payment.

  Of note, I make my payments at the same time every month, give or take a few days.

  Comenity also used the excuse that they were not able to remove the late fee that they are erroneously charging me because the store for this certain card is closed.

  But, they do agree that they own the debt, not the store that closed.

  Not only do I see this as a form of theft, it's disheartening to know there is no such thing as being a "loyal customer" anymore, because this company will rob you any way they can. That much is obvious from all their reviews.

  Business Response

  Date: 05/12/2025

  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:05/10/2025

  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.

  Today 5/10/2025 I spoke to supervisor ******** #**** whom I stated that I could not pay for $14 balance due to the fact that I called and closed the account back in February 2025. As I called live person I had already paid the remaining $84. The representative who closed the case should have advised me about the $2 interest fee then. ******** not only changed his story twice about me closing case with a live rep or bot, but he then continued to tell me he could not credit a closed case. I would like some to review the notes and listen to the recordings. Because I feel it’s not fare this was not expressed to me, and now it puts my credit score once again in jeopardy for something that could of been prevented.

  Business Response

  Date: 05/12/2025

  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: 05/13/2025

  I would like this complaint to stay open until I receive the documentation.
  
  
  
  Regards,
  
  
  
  ****** ******