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:05/15/2025

  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,
  
  
  
  ****** ******

• 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.