Complaints
This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,413 total complaints in the last 3 years.
- 585 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/28/2022
Type:Billing IssuesStatus: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 took over my AAA Visa card. They charged me return check charged and interest on an account I paid in full, and on time. Efforts to resolve were fruitless and I closed the account. They then told me my payment wasn’t accepted and they’ll call me in 48 hours to try again.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 IssuesStatus: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.
This bank has opened an account under my name that I didn’t authorize. I was sent a credit card for $5000 from Alphaeon Credit they work with that I am not aware of. If I could please have your check my credit lines and company to see if other accounts have been opened without my knowledge. Thank you so much for your help.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: 10/28/2022
[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.] is there a way to check if other companies have open any accounts without my knowledge?
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
**** *******Initial Complaint
Date:10/27/2022
Type:Billing IssuesStatus: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.
Unauthorized transactions occurred on my accounts at Comenity Capital Bank and they refused to investigate and or re-investigate with supporting verifiable documents such as police reports and authorization as account holder. My accounts were close due to un verifiable circumstances that the company fail to fully disclose to me the company and agents have been making their own assumptions and conclusions on such accounts and transactions without knowledge and or consent/authorization. My accounts has been fraudulently used to make purchases and transactions that were not authorized by me. The company close my accounts without my consent or authorization and refuse to allow me to contest the decision on the account. My personal life has been effected and has be under duress in result to the company’s negligence.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:10/27/2022
Type:Billing IssuesStatus: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 $1,000 to husband's account on June 15 which was supposed to go to my account and would have paid my account off eliminating any interest. July 20 received statement which showed me my mistake. Called them and asked if the over payment could be transferred to my account. to pay it off and was told had to file dispute. 8/13 received statement with balance of 1,353,67. Called again and was told to fax husband's death certificate.
8/25 received $1,000 check 8/26 paid my account. 8/29 Called and again I was told dispute still under advisement. Now I have 2 months of interest added. Please help me with this matterBusiness 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: 11/10/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because: They have had 3 months + to correct this. Since my complaint I have received another text regarding missed payments.
Regards,
***** ********Initial Complaint
Date:10/27/2022
Type:Billing IssuesStatus: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.
This account was opened fraudulently by a Lexington Plastic Surgery under the guise of pre-approval. I did not sign for any credit application nor did i sign any agreement to have procedure done. I am filing separately against the Lexington Plastic Surgery, but Alphaeon Credit/Comenity Bank have not refunded the money even though I have called multiple times for a resolution. How can Comenity Bank open an account that i did not approve or sign for? Refund the balance and close the account. This falls under Unfair, deceptive, or abusive acts and practices (UDAPPs) regulations.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:10/27/2022
Type:Customer Service IssuesStatus: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.
**** and ******* ***** ***** ** ***** ***** ********* ** ***** Thursday, October 13, 2022
Y
Comenity Capital Bank Customer Service P.O. Box 183003 Columbus, OH 43218-3003
S ..
.
To Whom It May Concern:
AAA Bank of America recently announced that our AAA VISA card account would be taken over_by Comenity Bank. The effective date was to be 10/9/2022, at which time new credit cards would become valid. The cards did indeed arrive prior to 10/9, with an attached alert that the date to activate them would be 10/9. On that date I attempted multiple times to activate my card, using my i.d., to no avail. Finally, I was able to activate utilizing ********* social security number. Since both old cards have the same account #, I assumed that mine was also active.
On 10/11/2022 I visited a Costco warehouse and attempted to pay for my purchases with my new AAA Travel Advantage VISA card. It was declined, requiring me to use another card. During the drive home from Costco (approx. 20 minutes after checking out), i received a text message on my personal cell phone from Comenity:Bank: "We keep missing you, call Comenity Bank RE: @ ###-###-#### or *******************. To stop texts reply:STOP for help'reply HELP?" (This text indicates that'Comenity Bank:was well aware of my contact information: This tells me that the previous attempts to register my card had indeed been received by. Comenity Bank.)
I
When I arrived home, I called the above 844 number. I reached a gentleman who, after I identified myself and the reason for my call, insisted that Comenity Bank only dealt with bank accounts and debit cards, NOT credit cards! I explained again who I was, that I had no bank account with Comenity Bank, and gave the number of my card. He continued to insist that the bank did not issue credit cards, until I angrily informed him that I was going to cancel my card. At that point, he asked me to hold a moment. When he returned to the line, he asked if I had a AAA Travel Advantage VISA credit card. When I said yes, he told me that the card had been placed on hold, due to an unpaid bill.
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in past transactions with AAA BofA, I have arranged for automatic payments of the monthly balances from my Banner Bank checking account. We have never missed a payment. This process has been in place for some years. AAA BofA had billed us in September, to be paid from Banner Bank, as per usual, on Oct. 2, 2022. For reasons I cannot explain, the payment for that bill was never drawn by AAA BofA. Rather, it would appear that in the shift from BofA to Comenity Bank, BofA neglected to draw the payment, and passed the bill due over to Comenity Bank. Comenity Bank, in turn, flagged the account as unpaid, and charged ä delinquency fee! Ergo, one week (or so) after taking over the account, and a without contacting me, I was flagged as:a delinquentiaccount. To top it off, the Comen
esentative, then asked me "When can we expect payment?" " I '***!" 27}
-"- "Lour page We are sensitive about our credit score. To be flagged as a delinquent account can damage that score. We feel that the Comenity Bank representative was insensitive, uncaring and/or incompetent, and
furthermore that the bank itself is a predatory institution with which we do not care to do business, (This feeling was enhanced by discovering, in retrospect, over 400:voiced complaints about this company, published online on Yelp.)
In addition, we feel that BofA bears some responsibility for this fiasco.
I have arranged for payment to the Comenity Capital Bank from my Banner Bank account, to be sent on Monday, October 17, 2022, to P.O. Box 650967, Dallas, Texas 75265-0967
We are hereby canceling our AAA Travel Advantage credit card account(s). Enclosed are our destroyed cards.
Signed:
**** E. *****
******* *****
LALALA
**** E. *****
******* C. *****
BofA Acct: XXXX XXXX XXXX ****
AAA Travel Advantage acct: XXXX XXXX XXXX ****
Copy to:
Bank of America
AAA Travel Services
Better Business Bureau
Customer Service
**** * ****** **
****************
Washington, D.C. 20005
Wilmington, DE 19850
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SEATTLE WA 980
**** and ******* ***** 12603 NE 134th PI Kirkland, WA 98034
30072023
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OCT 25 2022
Better Business Bureau 1411 K Street NW Washington, D.C. 20005
20005-340499
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|||bandungBusiness 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:10/27/2022
Type:Billing IssuesStatus: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 August 25th, 2022, I went to use my card ending in **** and it declined I checked the account in the morning and the automated system stated I had a balance of $1711.12? I know that to be erroneous as my balance was only $351.80 and I just made $50.00 payment on 08/19/2022 so, my balance should have been $301.80. My recent purchases do not amount to the total specified by your automated system, and this is a newly received account and card. I proceeded to go online to check my statement balance before reaching out to them with this issue and the online system has the balance at $2012.86!! I explained that I was extremely confused, and I am hoping that it is a systematic error of some sort. There may be false charges on my account, or they may be experiencing technical issues. I requested to be contacted as soon as possible regarding this issue and that I had called in as well as emailed them and it was to no avail as they have not corrected the account. In review of my charges of my card, I am not reflecting any large dollar amounts at all for both systems to provide me differing amounts and incorrect balances. I have two separate accounts with them for BJs credit and the other account is accurate yet this one ending in 6313, I am being over charged for nonexistent charges, it looks like I am also being charged late fees for on time payments and interest charges as well (Aug pd. $50 08/19, Sept Pd $55 09/26, Oct Pd $66 10/27.). I continue to pay both accounts on time to avoid any delinquency however I do not think it is fair that I continue to pay "Ghost" charges on this account, and they have done nothing to correct the matter. I have proof of what they have on file for charges incurred on that account. They have been unable to provide the so-called additional charges amounting in $1711.06. I am attaching the only three bills received from them as well as a spreadsheet with the charges that I made. Any assistance in this matter would be greatly appreciated.Business Response
Date: 10/27/2022
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:10/25/2022
Type:Billing IssuesStatus: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 or about August 2022 I received a letter informing of a change in credit card service from Bank of America/AAA to Comenity Capital Bank /AAA .
I activated the new Credit Card as instructed on 10/14/2022. I was then told I owed $460.77 because of non payment for the prior months 09/2022 and 08/2022. I insisted that the payments were made when due. I was then told they were not. Today on 10/25/2022 I notified Comenity Capital bank I had proof of the payments only to be told I needed to contact Bank of America and
ask why the payments weren't transferred. After calling back to Comenity Capital Bank and speaking to a different person I was told they see the said payments. I would like a refund of the money ($460.00) overdraft payment that was not due, including any late fees.Business Response
Date: 10/26/2022
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:10/25/2022
Type:Billing IssuesStatus: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 7-10-2022 I ordered a $100 gift card and a $50 gift card through the Good Sams Reward Card Visa. I have my order number ******* from the confirmation email. I have not received the gift cards. I have contacted the credit card company on numerous occasions and keep getting told they are reviewing things. I find this ridiculous and would like help in getting this resolved. Thank you
****** **********Business Response
Date: 10/26/2022
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:10/25/2022
Type:Service or Repair IssuesStatus: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.
In October 2022, Comenity Bank took over my AAA Visa card with no notification, and no ability for me to opt out. I called to cancel my account, but to date have received no confirmation of the cancellation. I need confirmation in writing that the account was canceled. I do not want to do any business with this shady bank. If there are any outstanding balances all I need is an address where I can send payment or pay online.Business Response
Date: 10/26/2022
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,
******* *****
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