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:11/01/2022

  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 paid my IKEA Comenity account balance in full on 8/18/22. There was a zero balance by the time the next statement period generated yet they charged me $2 interest on a zero balance. Since I had paid the balance in full, I didn't know they had charged me interest so over the next 2 months they added late fees bringing the current balance to $14. I have contacted them and complained about being charged interest on a zero balance. They refuse to remove the charge so now I'm filing this complaint for this fraudulent charge.

  Business Response

  Date: 11/02/2022

  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:10/31/2022

  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 been going back and forth with Comenity back regarding my children's place account since mid August. There were 2 fraudulent charges for about $394 each on my account. Those two charges along with extra fees were taken off and then I was owed around $600 from the company in overpayments. Another card has never been mailed to me. I called at the beginning of October to get a status update and was told i would be eligible for an edeposit check since there was an overpayment on my account. I was never sent any information about any of the above information. The edeposit was cancelled on 10/20 due to not being eligible to receive it on that account. I have no idea why that would be the case if i was told I had that option to begin with. I called again on 10/25 to check the status of the edeposit and was told all of this information after above. No one gave me any kind of notice. I have had to call each time. I called again today and the check doesnt seem to have been sent. Now the same charges from August that were disputed are back on the account. No one can tell me why and I stayed on hold for an hour before someone disconnected me. i am beyond frustrated that this company owes me money and I have no working card and have made no charges to the account myself since december 2021. I just want the money owed to me and i want to be able to buy my children some clothes. There is no reason to be going through this since August and have no real resolution and no one that can tell me whats what and how its going to be resolved.

  Business Response

  Date: 11/02/2022

  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:10/31/2022

  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 applied for an account with floor and decor in July of 2022 and was approved for $5000. I have spent $1600 over the past couple months and pay my bill every single month. When asked to send me A credit card, I was told it may take up 6 months. I never received a physical credit card. I was told to go into the store to use my credit card. When I went into the store, I was told my account was under investigation. I contacted commenity bank and was told to send my social security card, drivers license and my utility bill. I faxed over the requested information and was told my account was closed. I have a legit business, file taxes every year and pay my bill with them every month. Can someone please reopen my account and give me a legit reason as to why my account Is under investigation.

  Business Response

  Date: 11/01/2022

  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:10/31/2022

  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.

  Opened credit card account in June 2022. To date, due to a system upgrade, no one from customer service including myself can access my account. I don't receive statements by mail. No one can verify transactions. I can not create online account. On 9/27, I was told by a supervisor "there's nothing we can do". No email communication from them explaining situation. No update. Nothing. Yet, my bill processes and is still due 5th of each month.

  Business Response

  Date: 10/31/2022

  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:10/31/2022

  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.

  I have not been receiving my credit card statements via mail or email since at least July for my Sephora/Visa Credit card ending in 5649. I have two $29 late charges and a $2 interest fee on my account as a result of accidentally carrying over a $2 balance. I have now paid the $2 balance and need $60 refunded to my account for the fees and my account closed. I called this morning to get this taken care of and the customer service representative agreed that the second $29 late charge was in error. I had to wait for a supervisor and re-explain my concern. The company hung up on me after 30 minutes of trying to get this resolved and did not call me back.

  Business Response

  Date: 10/31/2022

  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:10/29/2022

  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 an NFL credit card with this bank. I paid this credit card off in June, five months ago. I have called them three times and every time they tell me they are going to report to the credit bureau‘s by a certain date but those dates have come and gone. They refuse to report that I have paid off this balance to the credit bureaus. They have not given any information as to why this is happening or a statement to any of its customers. Can you please help me get them to report my paid off balance to the credit bureaus? So that I may get a better credit score to purchase a home? Thank you.

  Business Response

  Date: 10/31/2022

  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:10/28/2022

  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 paid my balance in full. It was a zero balance. Then I was charged an interest fee on a zero balance account. I called two times to resolve the issue. Now they are charging late fees to the interest fee that I should not have to pay because it was a zero balance to begin with. The customer service representatives were not willing to help in any way. Now I am being charged all this extra money. For having a zero balance. The picture attached shows the balance paid in full.

  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:10/28/2022

  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 not used my overstock card through Comenity Bank for 2 years.
  6/24/22- charged for a purchase I did not make. I traced it back to an erroneous purchase with Comenity Bank. I called and was rerouted to agents who I couldn't understand who said their systems were down and to call back later. I kept trying to resolve/dispute this issue since June. Their customer service phone is out of order: ************.
  8/4/22 I received a late charge of $21.77
  8/10/22 interest $2.00
  I still can't reach them
  9/4/22 late charge of $30.00
  9/9/22 interest $2.00
  9/12/22 I finally reached a agent. I had to pay $42.00 to keep from negitive remard from going on my credit. Agent said account was settled.
  10/10/22 interest $2.00
  11/4/22 $37.54 balance due
  Tried calling again to resolve/dispute with no results - their customer phone not working.
  I emailed them to close the account. They responded with an auto response that said due to high volume they can't say when they will respond back.
  This is UNACCEPTABLE!

  Business Response

  Date: 10/28/2022

  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:10/28/2022

  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 have been a long time member of AAA and they recently changed their credit card from **** ** ******* to Comenity Capital Bank. Since I received the card the middle of October 2022 I have called several times to get through at Comenity when I get through they realize they cannot help me gain access online so they send me to a supervisor I ask them right away to take my number down so they can call me back if I get disconnected. They said they don't have capabilities to do that and sure enough each time I get disconnected. This has happened several times and to date I have not been able to get online access to pay my bill. I have spent several hours across several days and their customer service is terrible. I still cannot get online access. I would like for someone from Comenity to call me ###-###-#### ******* ******

  Business Response

  Date: 10/28/2022

  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

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

• Initial Complaint

  Date:10/28/2022

  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 complaint regarding Comenity/Bread Financials credit cards. I have paying off every card I have. Balance payment is made before the due date (sometimes a week or more) and I have received a finance charge of $1.00-2.00 on each card I have paid off. Example - bill due on 21st, I paid the balance by the 13th, 8 days before it was due. If they are doing this to me, they have done it 5 different cards pif) they are
  doing it to others.
  Their reasoning -
  From: Comenity Bank
  Sent: Friday, October 28, 2022, 9:10 AM (ET)
  To: You
  Subject: Re: Payments
  Message ID: ********* I am with Comenity Capital Bank, which handles your credit card account.
  I'm here to help with your account needs.
  I am happy to review your inquiry.
  I understand your concern with the recent finance charge of $2.00.
  As per the latest change in terms please be informed that we will charge
  interest on your account if the balance is not paid off in full by the
  billing due date. In other words, if you don't pay off the full balance
  by the due date, we will charge your account interest on any balance
  carried over, plus any new purchases made, starting the day the purchase
  posts.
  
  When an account carries a balance over, it isn't eligible for a "grace
  period" on purchases again until the entire balance is paid by the due
  date for two billing cycles in a row. A grace period is the length of
  time in which you can pay off the account balance without being assessed
  a finance charge. We provide this grace period from the billing date
  through the due date (at least 25 days after the close of the billing
  cycle), as long as you pay off the balance in full. If you're able to
  pay off your account balance in full each month, you can enjoy the grace
  period to make new purchases with your card, without being charged
  interest.
  
  If you're able to pay off your current balance of $2.00 this billing
  cycle by the current due date 11/21/2022, you can pay off this account
  without being charged interest.

  Business Response

  Date: 10/28/2022

  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.