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 580 Milford, OH 45150-0580

• 

  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:11/07/2022

  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 Capital's online bank, Bread Financial.com has the most apathetic customer service I have come across. They have 1+ hour hold times, and then when you finally get through to someone, they are rude and boorish and lacking any customer service skills or knowledge about their own bank systems. Their secure messaging team never responds even after sending multiple messages for the same request. These super sub-standard online banks are forming like mushrooms and harassing unsuspecting customers. I came to know that they had put a restriction on my account when an outbound transfer from an external bank was declined. They did not bother to notify me in any way. So, I called Bread and they told me to send certain documents which I did. I messaged them multiple times after it. No one responded. When I called back 4 days after sending the document, an extremely rude female called Virginia was asking me whether I had sent the documents. I was surprised that no one had even looked at them. When I started questioning her, she hung up. This bank / service or what ever this is, should be closed down. It has been ~3 months, my account is still locked and I have no access to my funds. This bank should be closed down.

  Business Response

  Date: 11/08/2022

  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: 11/08/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18362901
  
  
  
  I am rejecting this response because: I have not received any letter.
  
  
  
  Regards,
  
  
  
  **** **********

• Initial Complaint

  Date:11/07/2022

  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 sportsman's warehouse credit card in which i never used i made purchase on my american express card on july 5th 2022. commenity bank has been harassing me and threating me if i don't pay why would i pay for never using their card. i have sent 9 times the receipts of my purchase talked to several supervisors including today. and have gotten nothing but harassment to pay. i have since cancelled my account and.am pursuing legal course stay away from sportsmans warehouse

  Business Response

  Date: 11/08/2022

  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:11/06/2022

  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 opened a claim to dispute a transaction posted on my Academy credit card on 7/19/22 for $77.11 because each transaction appears in my Academy app with pictures of items, etc. However, I did not recognize a transaction so I opened a claim. I paid the statement balance in full for that month including the amount I was unsure if I was responsible for. Last week I received a letter in the mail that I was not responsible for the transaction that I reported. I went to verify in my account activity, but I found that they did a credit deduction for $77.11 on 10/14/22 and charged me for $77.11 of 10/17/22. These transactions cancel out. However, I should be credited only if I have paid for this previous amount on the previous statement. I called the customer service line where I remained on hold and was disconnected. I just would like a clear answer and to be credited back if their was a mistake with this credit card company.

  Business Response

  Date: 11/08/2022

  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:11/06/2022

  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.

  Not getting credit for my payment when ever i made a payment on BJS master card. I noticed i be paying for things over - over again without I am charging my card.

  Business Response

  Date: 11/08/2022

  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:11/06/2022

  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.

  July 2nd
  172.32
  The business continued to take two transactions from me after I paid them once, on the second and they charged me again on the 4th, after fighting them for months showing them proof of it they kept denying it until I had to file fraud against them with my bank, with that being said the date of July 2nd when I paid off my credit card I did close my account, it is now September 6th and I am still receiving bills in the mail from them saying I owe them now over $400. and when I called them I kept getting hung up on, and they would not transfer me to a manager, they had said there was a $500 transaction on the card and I was like how was there a transaction if the account is closed and they continued to hang up on me. Now they are saying it’s because they credited my bank to much money. This is the biggest scam Ever I have been dealing with it for months and it is dragging my credit down so bad. I need to handled please

  Business Response

  Date: 11/08/2022

  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:11/05/2022

  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.

  About 2 months ago, I removed my daughter off of my Comenity Overstock credit card as an authorized user. I have over 13,000 available in credit; however, I have not been able to use my card since taking my daughter off as an authorized user, and Comenity is not able to issue me a new card. I have spoken to numerous representatives who cannot provide clarity as to why I can't use my card or why they can't issue a new card. They confirmed my account is still active, and they are not sure why my card is invalid, and I can't make purchases. I believe my account was accidentally closed when they removed my daughter; however, they are not confirming this information. I was never informed when I removed my daughter, it would cause issues with my account. I spoke with a supervisor last week, who said he has never seen this happen with someone's account and does not know why this happened. I am requesting this account be removed from my credit report since I am unable to use an account that's open and active in my name. I still have a balance with Comenity. Comenity provided a letter indicating they are unable to issue me a new card, but are not able to explain why. Please advise.
  
  Thank you,

  Business Response

  Date: 11/08/2022

  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:11/05/2022

  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 made two purchases with Zales, both of which were on promotional plans. The first was in the amount of $536.23 made on 12/20/21; the second was in the amount of $596.34 made on 2/9/22. Both of these promotional plans were paid off on time as the photos below illustrate; however, I was still charged interest for not satisfying the promotional plan deadlines. $102 in un-owed interest was paid to my account on 9/13/22 and $57.48 further un-owed interest was paid on 10/13/22. Both of these amounts were paid in order to keep my account in good standing so that my credit would not be damaged, although neither amount should have been charged to me in the first place. I have spoken with Customer Service six times since June but to no avail; the last person I spoke to in October hung up on me. I was told by Customer Service in September I would be refunded the $102 and that the remaining $57.48 would be stricken from my account. Neither of these ever occurred. I had sent two separate messages as of 10/18/22; on 11/2 I received a condescending response explaining how promotional plans and interest work. I have been a loyal Zales customer for 21 years. In that time, I have spent approximately $20,000 with the company. However, I am very disappointed in the service provided by Comenity/Bread Financial and will never be doing business with Zales again. I am expecting a full refund of the finance charges and interest paid which totals $159.48, as this amount was never owed.
  Sincerely,
  ******* ** ********

  Business Response

  Date: 11/08/2022

  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: 11/10/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:11/05/2022

  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 did a consolidation loan with my bank and they paid off my credit cards . My bjs Mastercard through comenity bank was one of them . They paid 378.71 , via check to bjs . That was in July 2022, We are now in November and bjs has yet to credit that amount to my account , I've called my bank and they sent me a copy of the check as well as a paper showing it was billed . I have called and emailed comenity bank them and made several inquiries . They told me I needed to send a copy of the check to their Columbus Ohio address , Comenity Capital Bank
  ** *** ****** ********* ** ********** which I did and had the letter certified that contained a copy of the check which my bank sent me . I also included my account number as well with name . Using the tracking number it says my letter was received and I have yet to get a response .

  Business Response

  Date: 11/08/2022

  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:11/04/2022

  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.

  Explorewards Visa Credit Card Credit Card Accounts are issued by Comenity Capital Bank. Comenity has failed to rewards points as specified in the rewards agreement since about June this year. The continue to delay to resolve the issue. Due to this points issue and overall poor customer service, I would like to close my account. However, I was told that closing my account would invalidate any points that have not been awarded. I am making this compliant to request the BBB to push Comenity to resolve this issue expeditiously and in case they do not properly award all the points specified in the contract.

  Business Response

  Date: 11/08/2022

  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:11/04/2022

  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 AAA Signature card which was sold off to Bank of America which then sold that most recent account to Comenity which switched my mail invoice to "paperless" and created a new account for me, but while I did not receive a new card or number, my account which was set to $500 was increased to $2,300 and charges were made on it that I did not know about. I paid down the card anyway and yet get hit with a 28% APR and late fees of $25 plus hit my credit rating which tanked 200 points and now my other cards are changing APR to higher. I don't want to do ANY business with this PREDATORY CREDIT PIRATE "company" and anyone who wants to file a class action lawsuit, add me to it because this bank must be stopped from stealing. Refund the late fees, apologize and repair my credit rating. You have my money and should not at that.

  Business Response

  Date: 11/08/2022

  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.