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 427 Milford, OH 45150-0427

• 

  Alliance Data

  PO Box 580 Milford, OH 45150-0580

• 

  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:10/25/2022

  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 received my Forever 21 Visa card and tried registering for online access and making future payments. I was unable to do so I called Forever 21 commenity customer service and was advised that they were revamping their online services and could not tell me when it would be up and available. I tried several times within the upcoming weeks to register with no success. I had to keep calling in to make a payment which is an inconvenience. I enroll in automatic payments to avoid forgetting to make a payment on time and avoid late payments. I spoke to someone on 9/2022, again about the system not allowing me to register my credit card after the new upgrade. The representative tried to assist in enrolling but again I received the same error message. She stated she would advise technical support about the issue to fix it and have them give me a call. I never received any call and the issue still hasn't been resolved. I called Forever 21 visa commenity customer service to make my October payment and was on hold for 45 minutes and had to hang up. I called again and I was on hold for 32 minutes with no success. I am currently on hold while filing this complaint and it's been 48 minutes and still on hold. I have no access to online to make a payment because their technical issues, I can't get anyone on the line to make a payment this is outrageous.

  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: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.

  My balance has not been updated with the credit bureau since may. It has been paid in full since July.

  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:10/24/2022

  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.

  This creditor has not reported balances since June 2022, I am purchasing a home soon and need my information to be accurate. This is affecting my credit score

  Business Response

  Date: 10/24/2022

  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:10/23/2022

  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.

  Account assure charged me for account protection in event of loo of employment. I had an account with Wayfair. I signed up for account assure, then in 2019 when I was laid off from work, account assure refused my request for protection from payments, they made unacceptable demands for proof of being laid off. I provided unemployment insurance papers, and they denied those papers. I tried to cancel account assure but they removed their phone number from wayfair website. When I called wayfair and Comenity, customer service said they didn't know how to contact account assure. Then wayfair closed my account and comenity issued me a new account and credit card. This time I didn't sign up for account assure. But they kept billing me. I called for proof of signature, Customer service said to expect the document in 7 to 10 days. I received a letter dated 10/3/2022 stating I signed up May 25th 2021. With no signature. I want all my money back for all account assure charged me from May 25th 2021 to present. I personally feel this is fraud.
  
  ***** *****

  Business Response

  Date: 10/24/2022

  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:10/23/2022

  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 wanted to purchase a house and currently looking.
  I have made a payment in full on AAA credit card provided by Bank of America (in 09/13/2022) for $11,361.81
  In October 9, the account is being transferred into Comenity Capital Bank.
  I contacted BoA because my credit score did not get updated by mid October.
  BoA's customer service said that I need to contact Comenity Capital Bank for this updated.
  I contacted Comenity Capital Bank and they said that I need to wait for 2 billing cycles for the update.
  I mean, why I need to wait for 2 months if I have made the payment in full? (it is shown on their website - they even overcharged me in the amount of $113)
  by then, I will miss the opportunity to buy a house because of my credit score is not updated.
  I need to have my credit score upadated ASAP.
  
  Thank you.

  Business Response

  Date: 10/24/2022

  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: 10/29/2022

  [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: Comenity still insisted for me to wait to get the credit report updated in 2 billing cycles (2 months).

  By doing this, actually Comenity does not care at all about my complaints, which I wrote directly in writing through their secure message and BBB.

  My credit score is severely impacted even when I have made a full of payment ($11,361) back in September before the transfer from Bank of America to Comenity Bank.

  This is so unfair practice to the customer.
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/21/2022

  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.

  AAA offers a credit card which gives rewards. They decided to change banks forcing everyone to go with the new bank. This change was not thought out causing me headaches. I had to cut a vacation at the outer banks short one day because of misinformation from the old bank; Verizon could not get my payment information to enter their system; and now I cannot buy gas at Sam's Club because all new AAA cards cause the pump computer to crash.
  
  I was traveling with a friend when I reminded her our credit cards swapped during our stay. I had my new CC. She had not received a new card and made some phone calls. The old CC company said their card ended 10/7 and the new card was not good until 10/9 leaving one day neither of us had an active credit card. We left a day early to avoid traveling without backup financing.
  
  None of the new AAA cards will work in the gas pumps at Sam's Club on Broad St. Richmond Va. The attendant said "all new AAA credit cards cause the pump computers to crash". I had to buy gas elsewhere at a higher price.
  
  I updated my auto payments. Verizon could not get their system to update. I I will not know until my bill is due the status of the update.
  
  I tried calling the CC company. First call was at least a 15 minute wait. The second call I got a customer service person but got cutoff. I went to the AAA office on Broad St. and they refused to help.
  
  AAA created this mess by poor management. AAA needs to fix the problems and not expect the customer to spend time resolving problems they created.

  Customer Answer

  Date: 10/21/2022

  Complaint 18235584 Comenity Capital Bank Customer Service P.O. Box 183003 Columbus, Oh 43218-3003 ###-###-####

  Sent from ****** ***** (*****************)

  
  

  Business Response

  Date: 10/21/2022

  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:10/21/2022

  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.

  This organization is holding my credit score hostage. I had a 94% credit utilization on this card back in June of which I paid off in full. My credit report has not been updated since. I recently purchased a home and a vehicle and was informed that this one account was the reason I received a much higher interest rate. I contacted the bank and was met with a rather rude representative who failed to disclose any information other than it will be updated by the end of the month. After researching, I see that this has been a widespread and ongoing issue which for some odd reason has seen no media coverage. How is this legal? What are my options for restitution as I was negatively impacted through higher interest rates on recent purchases because of their illegal reporting.

  Business Response

  Date: 10/21/2022

  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:10/20/2022

  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.

  On 5/25/2022, a fraudulent transaction was posted to my account in the amount of $3,555.35. Comenity bank has posted an adjustment in the month of June and retroactively applied it for May for the fraudulent transaction, but Comenity bank has since and continues to report the fraudulent transaction as an open balance to the Credit Reporting Bureau since the end of May. I have requested Comenity bank to submit a correction to the Credit Reporting Bureau, but they have cited an 'issue' with their software due to a recent upgrade and claim to have halted reported completely due to incorrect data. I have requested the correction, but they have refused citing that they do not have a team that handles credit reporting.

  Business Response

  Date: 10/21/2022

  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:10/20/2022

  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.

  RE: Acc # *********** 
  Customer Service,
  Please be advised that your accounting and billing has been ********* around with me on this account big time. The online complaints as well are terrible RIP-OFF you should check and it is a shame.
  Packages returned and never credited to Brylane but were sent over to Fall Beauty and took 3 to 4 months.
  Then pants returned $56. Took their good old time in getting credited.
  I keep getting an internal notice “oh were on it” and nothing done.
  Now calling into your main phone number and speaking to ****** as well as ****; as I explained that I have notified every Better Business Bureau in NY, Ill, and Ohio as well as Trans Union and still no one has given the courtesy of a phone call to me.
  I do not owe a dime on this account and the so called late fees when I have never been late are not mine.
  I would sincerely appreciate a return letter stating this account is paid in full and hereby closed at the customer’s request.
  As I explained to ****** if I do not get a letter then I will file charges here in Superior Court in the State of NJ and you will adhere to their request along with paying legal fees.
  Therefore, at the same time I will be closing out my Boscov’s account with Comenity which is ******************* here in ****** ****** ***

  Business Response

  Date: 10/21/2022

  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: 11/16/2022

  I have spoken with ***** at Comenity Banki ID # **** to whom told me he is taking care of this and understands
  how all of the problems were and wrote off the $83.29 for any and all fees giving the account a ZERO balance.
  
  I left a message on their site thanking him for his help.
  
  Wow in a few seconds he took care of the problem where it has gone on for 9 months
  
  Thanks now you can close the file
  
  
  *****

• Initial Complaint

  Date:10/20/2022

  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 was a victim of identity theft. I reported fraudulent charges to an Ulta and loft credit card. These charges were made September 9-15 2022. I reported fraud on 9/24/22, I have both credit cards in my possession however when the fraud case was opened a “new” account was made and these charges were not brig investigated so I continue to show a balance for these accounts loft approximately 1050.00 and Ulta approx 800.00. According to the fraud investors at Comenity bank there system preventing another fraud investigation with the remaining balances therefore my credit is being impacted with late fees etc. I have called 4 times per week to clarify this situation with no success.

  Business Response

  Date: 10/21/2022

  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.