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

  PO Box 408 Milford, OH 45150-0408

• 

  Alliance Data

  PO Box 370 Milford, OH 45150-0370

• 

  Comenity Capital Bank

  PO Box 319 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: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 Bank of America credit card that was supposedly transferred to Comenity Bank. I was never notified of the move and only discovered the transfer when I tried to use the card. I called BOA and was told of the move. I then contacted Comenity and was told a new card was sent. I again never received the new card so I called again and requested a new card be expedited to me. I was told the new card would arrive soon. It has been 2 weeks since that call. I called again and was told the card was in the process of being sent. It still hasn’t arrived. They did, however, send an invoice. This has been one of the most frustrating interactions I have had with a credit card company. The incompetence is unacceptable.

  Business Response

  Date: 11/04/2022

  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:

  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.

  My AAA Visa Signature was sent to Comenity Capital Bank from **** ** ******* ****. I never received a new credit card in the mail or any paperwork with the new account number on it. When I called them the automated system asked for my soc. security number activated the credit card I never received. When I finely talked with someone. I told them I never received the credit card or a bill from them. On 11/03/2022 I received a e-bill from them, in which I never gave them permission to do so. Now I have no account number so I can pay my bill. I tried to call them and can't get past the automated system.

  Business Response

  Date: 11/04/2022

  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: 11/07/2022

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

• Initial Complaint

  Date:11/03/2022

  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 have a Payboo B&H Credit Card and I bought a lens with a promotion 0%APR if I pay before 6 months. My purchase was April 24th and I finish to pay in August 26 (before the 6 months). This credit card only report to the credit bureau a few months and then stop in June. I call to the company in the beginning of the month and they said they wasn't reporting to the credit bureau because they was update the system and they will be start to report in the end of the month (near 4 months for update the system?) Well, is already November and they still don't report nothing. I'm building my credit and that is affecting me a lot all this months that is full pay and isn't reported

  Business Response

  Date: 11/04/2022

  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:11/03/2022

  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.

  My AAA Visa was transferred from Bank of America to Comenity Bank in early October 2022. I received a card but never activated it as I don't want it. I also, to the best of my knowledge, paid off my AAA Visa before this switch happened and removed all autopays that I had set up with them. Today, I received a notice from a bill collector that I owe $79.68. Comenity referred me to them. I never received a bill from Comenity and AAA Account is no longer accessible. I don't have any way of knowing what this charge is and do not think it wise to pay it should it be a scam. The debt collector is InDebted USA, Inc.

  Business Response

  Date: 11/04/2022

  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:11/03/2022

  Type:Service or Repair 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 approved for a Carter’s credit card (Comenity bank) and given a 30% discount for my in store purchase along with any additional purchases for the next 24 hours.
  However, I was not given my credit card number and therefore could not make any additional purchases, which made their offer for 30% off for the next 24 hours unusable.
  Last week, I contacted customer service and was told I could not be given the credit card number and would have to wait to receive it in the mail. I applied for the card on October 22nd and still have not received it, and it has been over 7 business days, which is what I was told over the phone.
  Because of the delays in receiving the card I was unable to take advantage of the 30% discount and have been unable to make additional purchases with the credit card to gain additional points toward rewards on my purchases.
  Lastly, and most importantly, I cannot create an online account to pay my bill without the credit card number. I pay my credit card bills before they’re due to avoid interest charges. Without the card, I fear I may face interest fees or worse a late payment that could affect my credit score.

  Business Response

  Date: 11/04/2022

  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:11/03/2022

  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.

  Our AAA travel Advantage Credit Card recently converted from Bank of America to Comenity Bank. We received our new cards (two different numbers, but one account), and have been successful in using our new cards. BUT, we are totally unable to register for online access to be able to pay our bill with direct deposit from our checking account. We also want e-bill delivery, and are unable to set that up. I have personally spoken for very long periods of time (up to 3 hours in one instance) to at least four technical people reached by the number on the back of the card, and none are able to help. This has been ongoing for three weeks, and each time the tech people apologize and say that the bank is having technical difficulty because rather than one credit card number for spouses, they have given each of us a different number. We are a bit concerned because with Bank of America, we were always able to view our charges, credits, and availability of rewards immediately upon going online. (We loved Bank of America and they were always quick to respond to any concerns!)
  I have been told by the Comenity technicians that once the problem is solved, we will be able to register online. Why is it taking so long, and should we be worried that Comenity Bank is a SCAM bank that now has a lot of our personal information. Please help us! WE refuse to pay finance charges that will accrue because we cannot get into our account! We look forward to a solution from Comenity! I wrote a letter to Comenity a week ago, and still have heard nothing!

  Business Response

  Date: 11/04/2022

  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:11/03/2022

  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.

  We have been having issues with this credit card issuer since September. Our personal information keeps getting misused by this company and múltiples credit cards sign up attempted from different vendors keep happening. We contacted them and they do little to nothing to prevent fraud. So far, we got 8 inquiries from vendors/ brands all being represented by this company.

  Business Response

  Date: 11/03/2022

  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:11/03/2022

  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.

  From: ****** ****** Re: Complaint against Comenity Bank Date: October 24, 2022
  In late April this year, Comenity Bank sent an e-mail to (My BJ's Perks) Mastercard holders. It was an offer for cardholders to earn $20 cash back when making 3 purchases outside of BJ's Wholsale Club using MY BJ's Perks Mastercard Credit Card from 4/29/22 - 5/31/22. Please see attachment (#2) - a reminder Gmail to my wife's email account. She does the bookkeeping so we always provide her email address.
  My wife and I discussed the offer and we decided to use the Mastercard as directed to earn the $20 credit. The 6/8/22 statement lists the thrce charges made in the time-frame required. See attachment (#3), a copy of that statement.
  Upon receipt of the 7/10/22 statement we noted no credit had yet to be posted. My wife, ****** ********, contacted Comenity. She was told the posting of a credit connected with that offer had not been made as yet but should be by the next billing cycle. It was not. I contacted the bank on August 17, spoke to a person going by the name “*”, was given a confirmation #**** and told that the credit would be issued.
  Since there was still no credit posted to our account as of the 10/10/22 statement, I phoned the bank again. This time I spoke with a man named ****** who, after listening to my problem, told me he could not help me. I was transferred to another man who said this was not a Comenity Bank offer and must have been a BJ's offer. I phoned BJ's and was told it definitely was not... that it had to be the credit card bank issuer, Comenity Bank
  As you can see, there is a breach of written contract here. Comenity made an offer via e-mail, we satisfied the requirements and now one of their representatives denies the offer was theirs, and we are not receiving what is due us. It is not the dollar amount, it is the principal of this matter.
  We hope contacting the BBB can result in a positive outcome for us.

  Business Response

  Date: 11/03/2022

  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:11/03/2022

  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.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  01 COMENITY CAPITAL BANK ********* $448.00
  
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 11/03/2022

  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:11/02/2022

  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.

  Hello,
  
  I joined Sally Beauty Credit Card during a visit. I did not receive any paperwork from this credit card so I called in. I paid the amount due and they told me they would take care of the late charges as I didnt get my first bill, and they closed the card for me. I then get a call from collections stating that I had not paid. I called into the account and Comenity said they no longer handled this account and gave me a number to a company that didnt work. I then disputed these charges on my credit and they removed them because they could not validate the debts. I now have a new charge off to my credit saying I still owe money. I tried calling in and they said they couldnt find my account. I then got a call from credit who I explained that they were supposed to close the account and take care of the late fee for me from my first call. They said they were going to transfer me to someone to discuss and then hung up. I dont know what to do anymore with this account, I want it closed and they said my original late fee was going to be waived.

  Business Response

  Date: 11/03/2022

  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: 11/03/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18347171
  
  
  
  I am rejecting this response because: 

   

  A mailed letter is not good enough to try to fix this problem. I continue to get calls about this and try to straighten this out with no avail. I either get hung up on "upon transfering me" to someone who can help or review the call tapes from the call where they said they would handle the issue the first time I called. I need some sort of response as this in now impacting my credit score and causing me issues. I really just want this account cleared as I made payment on it and closed out. I have disputed it through credit before and they have weighed in my favor. Please advise.
  
  
  
  Regards,
  
  
  
  ****** *****

  Customer Answer

  Date: 11/29/2022

  From: ****** ***** <*.*****@hotmail.com>
  Date: Tue, Nov 29, 2022 at 11:56 AM
  Subject: Re: You have a new message from the BBB of Central Ohio in regards to your complaint #18347171.
  To: Better Business Bureau <[email protected]>
  
  
  Hello,
  
  I have received yet another bill from Comenity and no letter for resolution. This is mar*ed as unpaid on my credit report, and now am rac*ing up $41 per period I don't pay. I have received no reach out about this. I do not *now what to do. 
  
  I opened this card and never received a bill. I called in because I never received a bill. I then paid for the total bill which was roughly $79 and the customer service rep said they would ta*e care of the late fee because the address was incorrect. I then as*ed them to close the account which they confirmed they did. This is now outstanding, and open.. on the late fees which Comenity said they would waive and close the account. I try to call in about this and I either get hung up on while being transferred or hung up on in general. I would li*e them to pull tape from the first time I called in and paid the whole bill so they can see this was supposed to be ta*en care of upon that first call, or just wipe these fees and close the account. This is extremely unfair they are ignoring and hanging up on me everytime I have called or tried to file to have someone reach out. They have not sent me any letters at this time and this *eeps going unpaid. I am not sure what to do as this seems li*e they are probably scamming me, call the attorney general and report them? 
  
  ****** *****
  ************