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:05/08/2025

  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 have added screenshots of my messages online with the Comenity bank folks. Basically I was charged interest and a late fee, both of which I paid. Then after a month of having a 0 balance, I was issued another late fee. I had no idea. I received interest on that late fee and then another late fee. I messaged them to ask to reverse these and they told me they have closed my account and cant reverse them. But my account seems open, especially because it shows how much credit I available. This has also impacted my credit score, which is ridiculous. Id like them to reverse these false charges and made a correction to my credit report.

  Business Response

  Date: 05/09/2025

  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:05/07/2025

  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 2/20/25 I made a purchase with Ulta Beauty. While checking out I was told if I opened a ********** account I would receive a percentage off my purchase. Relucktley I opened the account and my purchase amount was $24.13. I received the billing statement, wrote a check #**** dated 4/6/25 and mailed. I then received a statement with a bill due date of 5/12/25 in the amount of $24.13 notated as a late fee. I tried to access the on-line payment for Comenity Capital Bank to no avail not to mention it was not user friendly so I mailed the payment. I called and complained about the late fee and asked for them to remove it to no avail. then I got a letter threatening to report me to Equifax, Transunion, ************ and Experian if I didn't pay the late fee. My H33313130363****13434H score is 832. I informed them I would not pay the late fee and to cancel my account. They asked what they could do to keep me as a customer and I stated nothing. I don't do business with companies such as theirs. I would appreciate BBB looking into this issue. As one can see I have excellent H33313130363****13434H as shown by my H33313130363****13434H score. I would appreciate a response back. Thank you.

  Business Response

  Date: 05/08/2025

  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:05/07/2025

  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 logged into my account yesterday to pay off my remaining balance of $645 of a deferred interest plan only to realize they have applied $3500 in interest charges. I originally opened the plan in April '23 but began making payments in May '23.

  According to your staff, since the plan technically began in April '23, it ended April 25, 2025 and they have now applied interest for the entirety of the loan. However, since the first payment was not due until May '23, this should make the payment plan end May '25.

  I have paid well above the minimum payment throughout the course of the plan and have never been late. For me to be on my final payment and all of a sudden be hit with $3500 is astonishing, heart wrenching, and will cause unimaginable financial hardship.

  My husband and I are both Navy veterans and he is a disabled vet and not currently working. I have diligently managed to pay on time, in excess, and thought I had until this month to pay the remaining balance.

  Honestly, I am pleading with you to please take action to remove these interest charges and allow me to pay off the remaining balance to close the account. Thank you in advance for your attention to this matter.

  Business Response

  Date: 05/08/2025

  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:05/06/2025

  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 told by big lots representative after 12 months promotional. I would have to pay interest on any unpaid credit card amount now I just got a billcharging me 350 some dollars for interest from when loan started tried to explain to their representative that thats not what the big lots representative told mewhen I got the credit card They did not want to understand.

  Business Response

  Date: 05/07/2025

  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:05/06/2025

  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.

  Went in to Academy Sports in Springfield, Ohio and saw they had some sales, so I looked and found a couple tops I liked, fair price on sale, took to register. The clerk rang me up and asked if I wanted to save more money, I could open a store credit card. I agreed, but then when he told me the price, none of the items rang up sale price. I told him according to the sign, they were on sale. He called a manager over and she said none of them are on sale, ,I asked her to go see the sign. She refused and said she knew what the sign said.

  The sale sign hung over 3 separate arms that held ladies tops. All of the tops hanging were by the same manufacturer and price point. After the manager refusing to even look at the sale sign, or give me the sale price, I told the clerk to cancel my credit card application and for the manager to keep the clothes, I walked out of the store in Springfield Ohio with no clothes, or any type of paperwork that I had signed to open a credit card.

  I am now being billed for what I assume would have been the purchase that day. I do not want their credit card and am not paying for something I never wanted or received.

  At this point, I believe that the manager took the clothes for herself and allowed the clerk to forward my credit card application fraudulently. I am not paying for clothes I never received.

  Business Response

  Date: 05/06/2025

  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: 05/12/2025

  Changing a review once settlement is reached? Not sure how to close it or is that done by BBB. My complaint is closed because I got an email that a credit card and charges on their credit card was bein cancelled. Complaint closed.
  

  
  

• Initial Complaint

  Date:05/05/2025

  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 ******* **** in March 2025 on the date it was due at 3:02 PM MST. I was assessed a late fee even though this was before 5:00PM MST. I live in *** and not East coast time and would like a FULL refund of the late fee.

  Business Response

  Date: 05/06/2025

  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: 05/16/2025

  'Hello' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Thu, May 15, 9:05 PM (11 hours ago)
  to Better
  
  
  Hello,
  
  
     They are mailing a response.  I do not know what that is at this time.
  
  
     Warm Regards,
  
  
     ******
  

  
  

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair 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 am requesting $52 in late fees posted to my account be refunded. I have reached out to Comenity however, they would only reverse $15 of the $67 charged to my account.

  In December of 2024 I purchased a computer from Best Buy. I was offered an interest free payment program through Comenity. I confirmed they do have the ability to accept *** payments via their phone app and online through their website. Hence, I set up the automatic transfer from my account at ***************.

  When I went out to check my Comenity account in April 2025, I noticed late fees. I contacted Huntington to explain what happened to the *** transaction. I was told Comenity returned the *** request; Huntington sent out paper checks. Huntington is blaming the *********** for the late delivery. None of the paper checks sent had a tracking number with the ***********.

  Three payments left my account on the third of each month. None of the items were posted to my account at Comenity before the 18th or 21st of each month.I am not sure what happened. Did Huntington not mail the checks in a timely manner? This the postal system taking that long to deliver mailed items? Did Comenity not process the items upon arrival?

  I am asking for the $52.00 in late fees be reversed from the Comenity loan. I have paid off the principal balance leaving only the last fees on the account. I can confirm the funds left my account on the third of each month.

  I am not sure where the delay occurred: **********, the *****************, or Comenity.

  In good faith the monies were sent and I did not have access to them.I explain this scenario to a ***resentative at Comenity on May 2, I was told I would be transferred to a supervisor to discuss this further. I asked for the phone number of the supervisor in case the transfer failed. I was assured the transfer would not fail and if it did the *** would call me back. The call disconnect, the *** did not call me back.

  Business Response

  Date: 05/06/2025

  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: 05/06/2025

  [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:05/05/2025

  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 very unhappy with this bank and their customer service. I sent the ********************** through my online bill payment service to the **** beauty rewards card and the card is issued by comenity capital bank.

  The statement's due date is 17th April and I requested a bill payment to be sent to the merchant on 11th of April with almost 6 days in advance of my due date. My bank informed me that the check was sent exactly on the date requested (4/11/2025).

  For some reasons, the merchant processed it only on 18th, which is a day's delay from the due date. Due to this, Comenity (Ulta) charged me a late fee and the finance charge. I tried talking to the customer service team of ******************** and they are blaming it on me stating that I did not make the payment on time though my my ****************** emailed me the document stating that the check was sent out on 11th April.

  I made several such online bill payment checks to many other merchants and never had any such issues and many occasions, I sent it a couple of days ahead of the payment due date and did not have any issues.

  This bank is engaging in unfair practices and trying to make money via these late fees and finance charges.

  For a transaction of $45.75, the bank is ripping me off by asking me to pay $55.00 (Late fee of $37 plus late fee debit of $15 and minimum interest charge of $3)

  Business Response

  Date: 05/06/2025

  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.

• Initial Complaint

  Date:05/02/2025

  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.

  My bank and title company sent you a check to cover the full balance on time, so I canceled the auto pay to avoid double payments. However, I received a notice of late payment via email from your department, and upon contacting customer care, I was informed that you never received the check from my bank/title company.To resolve this, I requested my bank/title company to stop the payment and issue a new check directly to me. I have attached supporting documents and can provide additional evidence if needed. Throughout my time with Comenity Capital Bank, never had a late payment on any accounts. situation is negatively impacting my credit score, and to make matters worse, you have added a $5,000 interest charge on an account that was paid in full with $5,700.00.Upon reviewing my billing statement, it appears as though I paid $5,000 four times. I was recently informed that the payment did not go through because AMEX flagged it as potential fraud. I have all documentation to confirm this. Despite the payment being made and sent to you overnight, it took weeks for you to receive it. I contacted my bank/title company to stop the payment, u penalized me $5,000 interest rate for a balance of $5,000. impeccable payment history with Comenity Capital Bank,customer history,shows zero late payments the promotional interest rate ends this month in December.honor the fact that this account is paid in full contact my bank and title company to verify the FedEx check for the full amount was sent in October, well before the promotional period ended.

  Business Response

  Date: 05/05/2025

  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: 05/12/2025

  The company already responded to my certified letter and I paid off my account in full and they still charged me $5,700 in interest charges in 1 day even though i paid off the account in full. The promotional deadline was only missed because they said they did not get the check from my title company. I contacted my title company and they have record of the fedex tracking and them getting the check in November which is way before the promo ended. I sent all of this information to the company with tracking number and all emails from title company paying account in full. Furthermore they are very aware i paid my bill on time and stopped auto pay because my title company was paying the account in full. customer service was not able to assist and told me to write a letter because they could not help or escalate.
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/29/2025

  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 filing a complaint against Comenity Bank (CCB/ULTA) for inaccurately reporting an account under number **************** with a $0.00 balance as a charge-off, which is misleading and damaging to my credit profile. A $0.00 charge-off is inherently contradictory and suggests either the account has been paid, settled, or was reported in error. This inaccurate tradeline is in direct violation of 15 U.S. Code § 1681s-2 and § 1681e(b), which require that data furnished and maintained by credit reporting agencies be both complete and accurate. Despite initiating a dispute, Comenity Bank failed to provide appropriate documentation or verification in line with 15 U.S. Code § 1681i, which mandates a reasonable and thorough reinvestigation. In the current era of rampant data breaches, I have serious reason to believe that this account’s incorrect reporting may be the result of compromised information. The tradeline serves no useful credit assessment purpose in its current state and only harms my profile unfairly. Comenity’s response to my dispute has been wholly insufficient, and I am demanding immediate corrective action.

  Business Response

  Date: 04/30/2025

  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.