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

  
• 

  Alliance Data

  PO Box 869 Milford, OH 45150-0869

• 

  Alliance Data

  1103 Allen Dr Milford, OH 45150-8763

• 

  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:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had nothing but issues receiving my bill from children’s place cc issued by these people . Have submitted multiple times for late fees last year when I used card
  
  Thought it was fixed but used it in March .
  
  Nope was not so now I wil have yet another late fee and now they charge doe paper Statement which I did not know as I don’t usually use card .
  
  
  Also the staff kept hanging up phone on me call log photo as proof

  Business Response

  Date: 04/22/2025

  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:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12:03am 3/21/2025 I was notified that my autopayment had not processed and my account was now late. Customer service was closed so I made an ADDITIONAL payment (because they told me it was late). The next morning at 8am on 3/21/2025 customer service notified me that my autopay WAS INDEED processing. I asked for the second payment to cancel and they said they would not do that. I told them I would cancel it with my bank.

  My payment on 3/20/2025 went through ON MY DUE DATE as is my obligation. I double checked my account on 4/2/2025 to make sure my autopay was active and my payment would go through. It was active at this time.

  
  
  4/21/2025 I received a text message on today's date that my payment is late. However, I am enrolled in autopay. I called and spoke to a supervisor who introduced herself and refused to say anything else when I asked for her name. We stayed on the phone in silence for 15 minutes before I called back in on another line. I spoke with Sarah ID 30002 who hung up on me. I spoke with Jessica (call confirmation number 5655) who hung up. Although she first said I was unenrolled from autopay on 4/14 (6 days before my payment was due!!).

  NOW I am late because they did not take my payment as set up and they refuse to remedy this. I did not request to be removed from autopay and was not notified. Haviola ID 1638 stated I requested to be remove from autopay on 2/16 and never added it back. Kevin 4491 (last supervisor I spoke to) stated autopay was removed on 3/28 and notification was sent to my portal but this was not requested by me and no notification was sent.

  ON 4/14 I RECEIVED AN EMAIL STATING MY NEXT AUTODRAFT WAS SCHEDULED ON 4/20/2025.

  On 4/21 I received notification my payment was late and the autopay did not run.

  This led to 2 hours on the phone, being hung up on multiple times, and $15 being offered off my fee WHEN THIS WAS NOT MY FAULT.

  Business Response

  Date: 04/21/2025

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

  Customer Answer

  Date: 05/01/2025

  This company did not reach out directly but the complaint has been closed?  

  Customer Answer

  Date: 05/13/2025

  From: **** ******* <**************************>
  Date: Tue, May 13, 2025 at 10:14 AM
  Subject: Complaint 23231790
  To: <**********************************************************************************************>
  
  
  
  Hello, I received this partial address of my complaint from ****** **** on today's date and am unsatisfied with their response. 
  
  
  ******, to her own admission, states I was unenrolled from auto pay on March 28, 2025 due to an automatic payment being returned.  This information is inaccurate.  The automatic payment was run as scheduled. The ADDITIONAL $340 payment I made after one of the incompetent **** told me the automatic payment was not drafted, was the charge NOT honored by my bank.  HOWEVER, my payment was made on time IN AGREEMENT WITH THE ***** AND CONDITIONS. 
  
  
  ***** states a letter was sent to me informing me of this change but no letter has been produced as evidence, nor did I receive such letter.  However, I imagine they will create such letter now.  Although, even HAD this letter been produced it would not negate the following communications from Comenity THAT WAS PREVIOUSLY UPLOADED WITH THE COMPLAINT.  What DID occur was a letter on April 14, 2025 (15 DAYS AFTER THEIR ALLEGED UNENROLLMENT FROM AUTOPAY and 6 days prior to my payment due date ) notifying me that my scheduled payment would be run on April 20, 2025.  
  
  
  So, was the payment late, it indeed was late.  Was it of my own doing; absolutely not.  ************ did not follow its own policies and they are holding their customers responsible for their incompetence.  Now, this is $15! Would I waste my valuable time over such miniscule amounts when I have other things to do, absolutely not.  However, I have done a lot of business with this company over 3 accounts and over 7 years or more and have NEVER had a late payment.  The one time I do, it is their own fault and they are even refusing to acknowledge their error.
  
  
  I am again uploading my documentation and evidence, despite Comenity being unable to do the same and so clearly being unable to take accountability for their actions. 
  
  
  Best regards,
  ******* *******. 
  

  
  

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from Comentity bank regarding a Ross Master Card cc acct that was set up in my name That I did not set up or request.
  I want the acct closed.

  Business Response

  Date: 04/21/2025

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

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/21/2025 I was charged 4,264.79 finance charge by Comenity Capital Bank. I was making payment every month above the minimum due. I got my account paid down to 2500.00. Then they charged me 4,264.79 for a finance charge and now I owe them over 6,000.00 dollars.

  Business Response

  Date: 04/21/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  So I bought some things for my daughter I want to say around Christmas maybe January it was a small order it was like I don't know $40 $50 something like that I paid it off the next month my bank that I had just automatically sent out payments and send it out every couple of weeks I don't have access to that bank anymore so I can't tell you exactly but when I just called customer service for ******** Secrets he told me my last payment was March 7th and allegedly the due date was the 6th so it came in late but I told him I said it should have been paid off anyhow that might have just been a residual automatic payment that went out but I don't even have that account anymore I said because my account should have been paid off the month after I received the items and he wouldn't tell me when I purchased the items. So he told me that there are two late fees for last month and this month and if you look at the picture I attached the late fee is more than what the previous balance was and then he said well I can only give you a $15 adjustment for the late fee I said the late fee you just said was $36 this month 34 something last month so I don't understand how you're charging me I said it should have been paid off if I had forgotten like 20 cents which it shouldn't have cuz usually I overpay with my my payment amounts I said then you've literally charged me $70 in late fees but you're only going to give me a credit of 15 when this was not my mistake it's something going on within the system and like missing 20 cents like somebody couldn't call me over 20 cents to say hey you forgot this could you put this in because I haven't gotten a bill other than this one this is the first bill I've gotten and I've had them for almost a year now we're a little over a year. So I made him close out my account and I feel like they are gouging on ****** they're charging more late fees than what a previous balance was that is illegal.this is wrong this is theft by deception

  Business Response

  Date: 04/17/2025

  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:04/16/2025

  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.

  Several weeks ago I received a check that had been mailed to me several months prior and it had expired. I then received an email saying I had a balance on my account of $6.12. So because I had been sent a check that was more than the amount I messaged the card holder through my account and asked that they credit the overpayment that they sent a check to me for to the account to zero it out. And I have all of that correspondence by the way.

  I checked my mail a short time after that and I received another check in the mail for $6.14 for an overpayment. I ended up paying the balance on my card which was $6.12 because they didn't do what I asked them to do.

  So this second check that they sent me I took it to the credit union to deposit it. The check was returned.

  So not only do I not have my refund of overpayment on my credit card I now have a fee from my financial institution.

  Not only do I want an apology from comenity/zales I want reimbursement and I want reimbursement that's not going to cause me embarrassment fees or criminal charges!

  Business Response

  Date: 04/17/2025

  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:04/15/2025

  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.

  Charges dispute:****** ********(owner of *********************) was offered a financement for my partials. The office put me in contact with Alphaeon Credit Card. The amount was $ *****, I paid some money in front, and the bank was greed to finance the rest of $ ***** with a promotion of 24 months. I kept paying until the balance riched $ ****** in August last year. When I was ready to pay, the saw the balance was came back at $ *****. I called and they said it's because I didn't finish to pay on time the promotion. To resolve the issue, I started paying again, but I was so chocked to see they kept charging others interests again. I want *************** to help with that problem because I don't want to keep paying for the rest of my life.

  Business Response

  Date: 04/16/2025

  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:04/15/2025

  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 purchased a ring through Zales in 2022 for my fiance and it was financed through commenity capital bank. I made my payment every single month until I paid off the ring. The last time I paid I went into the app, it showed my remaining balance and I paid it off. Fast forward 4 months later and I am getting text messages from them about owing $80. I thought it was a scam so I called the companys corporate number.

  I come to find out that for whatever unknown reason they only took out $80 and not $84 and they have been hitting me with late fees every month for $4. I was not contacted 1 time in these months. This is absurd. This is a scam and absolutely malicious.

  When I let the agent on the phone know I paid it she repeated that I owed money, so I explained again I paid it off and asked to speak with a manager to which she refused. Its ridiculous that I paid this company $100s of dollars in interest and then they try and rip me off for $80 and dont even have the courtesy to transfer me to a manager.

  This entire thing was doesnt sneakily. I wonder how many others they get like this? All over $4? And to top it off its $4 I dont even owe because I PAID OFF THE BALANCE!!!! Unfair and shady business practices.

  Business Response

  Date: 04/15/2025

  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.

  Customer Answer

  Date: 04/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.]  
  
  Complaint: 23207190
  
  I am rejecting this response because: this is not a response. Its a reminder to make a payment. It is clear the company is not taking this matter seriously and are only concerned with scamming people out of money . I included their response above in the screen shot. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:04/15/2025

  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 had an account (********) with the Buckle and closed the account in 2022 with a balance of $822.00. I then enrolled the debt into a debt consolidation program, ***** ******** Law Firm to relieve this debt. I believed this had been resolved and the debt consolidation company closed in late 2024 and I was then notified that this debt was not resolved, but the ****** has since charged me monthly late fees and accrued interest, totaling $3881.25. I reached out to them to resolve the outstanding amount, plus an addition $500.00 and they refused to work with me. I would assistance in resolving this amount that is owed, it is being reported to my credit report each month and still being charged each month for late fees and interest. Thank you!

  Business Response

  Date: 04/15/2025

  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.

  Customer Answer

  Date: 04/15/2025

  [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,
  
  **** Power

• Initial Complaint

  Date:04/14/2025

  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.

  I have a Michaels Credit card. I never received my statement, which they charged me $2.99 for. They also charged me a late fee which I was told would be refunded in full $30 in 3/20/2025 by the supervisor I spoke with. They only issued $15 and I have been trying to contact them. They have blocked me from calling them and I still have a balance on this card. This business is very unprofessional and every time i try and call I can't get through. It tells me that "I am not authorized to call this number". Why would a business do this when they know I have a balance which needs to be resolved. At this point, I want the $15 credit as promised, the $2.99 statement fee and this credit card to be closed. I can't do this if I am not authorized to call them.

  Business Response

  Date: 04/15/2025

  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.