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 427 Milford, OH 45150-0427

• 

  Alliance Data

  PO Box 349 Milford, OH 45150-0349

• 

  Alliance Data

  PO Box 889 Milford, OH 45150-0889

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:05/05/2025

  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.

• 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.

  The account is closed and is still accruing late charges and interest from initial late fee which was accessed after the statement balance was paid. The charge currently appears on my credit reports

  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.

• 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.

  Approximately 2 years ago I had dental work done and the dentist recommended Comenity *************** ****** to pay for the dental work. I religiously paid monthly bills through ***** bank bill pay so I would get the 24 month interest free paid in time. Every month they charged me $61 late fee even though my payment, according to my bank was sent on time. My bank even wrote them a letter stating that the payments had been coming in on time. They charged me 17 months of $61 late charges. I had finally had to pay 3 weeks in advance to keep from getting the late charges.

  Now I had my balance down to a low 572.88 they hit me with an interest charge of an additional $1478.95 making my total owed $1940.82 because they say I didn't make my 24 month interest free.!

  
  I feel that they were not crediting my payments to my account and charging late fees of $61 per month so I could not make my 24 month agreement. I believe they are crooks!!

  My bank tried working with them and with me to no avail they continually charged late fees even though my payments were there on time.

  I feel they owe me $61 x 17 = $1031 which would have had my account paid off within the 24 months and they owe me money back!

  Plus they owe me my payments of $114 a month I have been making for the last 12 months=$1368+$1031 =$2399 owed to me

  Business Response

  Date: 04/29/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have closed an account with Dell years ago, yet each end year I get a bill for account service fees. They send them so close to the deadline, that even though I don't have an account, I've tried to pay it just to get them to stop sending me bills. Because they are sent so close to the deadline, I incur a late fee, every month. This has been happening for 2 years. When I call, I get someone from outside the country that repeats the same line. They even referred me to a different number to call, and when I did, it went back to the same operator! I have paid two years of service fees of 70 (140) plus 24 months of late fees (25 per month for two years, 600). I want my $740 back for the extortion and the phone hell I've been in with them for two years.

  Business Response

  Date: 04/28/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 05/23/2025

  I have received the response for my complaint from Comenity and it is unsatisfactory. Billing statements were received only days before the due date. Every payment we have made was postmarked well before the due date and the checks dated well before the due date. The problem with their policy, procedures and response is their response is that they cannot prove that my payments were received after the due date, while I can prove that every single payment was mailed well before the due date. They could just put all payments in a bin, whenever they were made, and then open them after the deadline and then ***** late fees for everyone that is a prisoner to their scam. Now, I want twice as much, for punative damages for the level at which they will go to continue their fraud. I want $1000. I'm sure there is a class-action lawsuit here, and I'll be happy to lead the charge. 

  Thank you,

  ******** *******

• Initial Complaint

  Date:04/28/2025

  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.

  H363137**3238313831H transcribed from email received via online to ******************************************* April 26, 2025 **************** for arbitration claims ********************** P.O. ***********************************. Re: Promosed cash rewards by Bread Cashback MC NOT FULFILLED With utmost dismay, disbelief and confusion, I am writing this letter to the attention of the chief financial officer or the CEO of the H32373038**3532323638H to review the letter carefully and get back to me ASAP. Kindly forward this letter to the concerned person at this bank/bread cashback master card division. I have attached copies of the original offer mailed to me along with the oldest email I received from the Comenity bank. Although I never heard about this bank, I noticed that this is affiliated to H32**353531323437**30H Express, which is one of the largest bank in the world. Therefore, I trusted the offer sent by Comenity bank and accepted the pre-approval offer by visiting *****************************************, based on which, the card was mailed to me. Scanning the ** code is one option to accept the offer, but I accepted it by the other option to visit *****************************************. My card number is: *****************. It is issued in my name. If I am not qualified to receive the cash back, why the Comenity bank sent me the card? After reading the terms and conditions of the offer to receive the $200 cashback, I spent more than $1,000 in the first 90 days from the H343032**323332383035H was open. However, not receiving the promised $200 cashback rewards until the middle of April 2025, I called the the online agents a few times only to find that I have not fulfilled the requirement to scan the ** code to receive the $200 cash back. See copies of their response messages. Yesterday the online agent told me that I should have received an email prior to December 9, 2024 prior to accepting the card; but I never received any such email. So he says that I am not qualified to receive the cashback rewards. I don&#**;t understand this argument! As mentioned, I accepted the offer by vising the website instead, as mentioned on the flyer. So, I think that no paying me the $200 cashback is perhaps a lame excuse by the bank to avoid paying the reward. Or, did I do anything wrong in accepting the card? I had no problems with other banks such as *************** or ************* or Genisys Credit Union, etc., who offered similar cash rewards and have already paid the promised cash rewards. I fail to understand why Comenity Bank which is a trademark of H32**353531323437**30H Express failed to fulfill the promise! It is hard for me to believe that Comenity Bank&#**;s offers are scam to cheat retired senior citizens such as myself, aged 76 years. I am very discouraged and disappointed with this credit card and so closed it yesterday. However, I am requesting the CEO to review this letter of appeal and do justice to settle the matter. I am copying/emailing this appeal to the Customer Relations at ********************** Express, FDIC and H333735363534353136**H of OH for their information and to take necessary action to bring the matter to a peaceful closure. Thanks and with kind regards, ***** Echempati *************************************************************************************************** ************ (M) --> WIFI issues at home ************ (Landline) ******************** (preferred way to send the communication) CC: CEO of H32373038**3532323638H Corporate Headquarters ******************************************* ************************************* Office of Inspector General ***************************************************************************************************************** CEO/Customer Service ********************** *************** ******************************************************************************** H363137**3238313831H of ************ Sent from ******************** (********************)

  Business Response

  Date: 04/28/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 04/28/2025

  [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,
  
  ***** Echempati

• Initial Complaint

  Date:04/23/2025

  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.

  Comenity Bank has contacted at least four times today regarding a late payment despite having made arrangements for payment to be made. There is absolutely NO REASON for Comenity Bank to call me more than one time per day. Not only that, but Comenity Bank has also called me from a "No Caller ID" number numerous times. This is deceptive. Once a client has informed you when a payment will be made, there is no reason for further contact until that reasonable date.

  Business Response

  Date: 04/24/2025

  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.