Business Profile

Credit Cards and Plans

Comenity Capital Bank

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

2,376 total complaints in the last 3 years.
577 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/27/2025
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 paid my final balance as was listed on the statement. Unbeknownst to me, interest was tacked on to the paid off account in the amount ofn$4.76. There was no attempt to contact me what so ever. Then after talking on 2 late payment fees adding up to nearly $50 ( on a $4.76 balance), they referred my account to the credit beurau. This is predatory and wrong. This behavior is unacceptable and needs to stop.
Business Response
Date: 03/27/2025
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: 03/28/2025
[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.]

Better Business Bureau:

I accept the business's response to resolve this complaint. I do however expect resolution that removes the late fees and the credit beurau report.

Regards,

*** ******
Initial Complaint
Date:03/27/2025
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 big lots card was closed and was paid off to a zero balance in February. I made a phone payment for the amount on the day it was due and was told no late fees for a phone payment only online payments had a cut off. I have been charged 2 late fees on a zero balance since the payment was made. I called to resolve and talk to the most unhelpful people . All they could say is they can’t make adjustments to a closed account … but you can sure keep on adding late fees to a closed account ?? It was paid off and it was closed … nothing should have been added. I paid the 78.00 because I dont want another fee added and I am filing this complaint demanding a refund back of my 78.00. That is bad business practice to charge fees onto a paid off account.
Business Response
Date: 03/27/2025
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:03/25/2025
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.
Comenity Bank debited my credit card cashback reward account by $50 in early December, 2024.
They said this was because of a system glitch, I had been awarded a "$50 bonus" for purchases made, which they then reversed once the error had been discovered. However, I received a Secure Message saying that I was not one of those customers eligible for the award. But they still debited me $50. I have asked for proof that the $50 was initially credited, so as to balance the reversal. A download of entries on my account (from their website) shows the $50 debit, but no initial $50 credit. They have not, despite my 4 letters and 14 secure messages to them provided that proof. Thet blithely keep repeating that my account is correct, when it is, in fact, not.
Business Response
Date: 03/26/2025
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: 03/26/2025
*************

Letters.pdf (Letters I have received from Comenity and in some instances, my response.
3 * letters I have sent to Comenity's Disputes Team:
LetterforDisputeTeam-Dec112024
LetterforDisputeTeam-Dec262024
LetterforDisputeTeam-Jan152025
1A-PreparedLetter 3-26-2025 (my latest letter to Commenity

Please advise if this meets your requirements.

Thanks,
*** *****
Initial Complaint
Date:03/25/2025
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.
***** ******* *** *********************************************** E-MAIL: ******************** CERTIFIED MAIL ********/ ******* **** *********************************** February 24, 2025 RE: COMENITY CAPITAL/****** CARD ********* CUSTOMER NUMBER *********** To Whom It May Concern: I want to report a scam concerning the above-mentioned card being pushed on customers in your store. Being a new Great Grandmother of two new babies my daughter and I went to the above- mentioned store to purchase baby clothes, on September 27 2024. We went to the cashier *******, who recommended getting the store card Comenity Bank's for discounts. The amount of $19.58 was charged to the card.
On October 16, my daughter and I returned to the store to return one item, got a credit for $5.40, and purchased another one for $7.20, the return assisted by ***** and the other by ******. While at the store I inquired why a statement had not been issued for the previous purchase and I was told that the bank credit card did not send it. You had to pay at the bank. Going home I called the bank, explaining I did not drive anymore and asked if they could e-mail me a statement so I could pay with another card or thru wire transfer.
They did not accept these alternatives and told me to go to the store and pay in cash.
On November 20, 2024, with my daughter as a witness I went to your store and paid in cash the amount of $26.78 and was told my account was paid in full, and given a receipt, ****: *****. The associate was ******. In January ***************************************************** I owed money on my card, with different people who did not accept that I had paid my bill.
Trying to stop the hassle I told them to stop calling and send me something in writing so I could refute those charges, and the phone calls stopped, but never received any correspondence.
Recently I received my credit rating, and wanting to know why it dropped, I found under Comenity Bank, a charge of $140.00 Since it is obvious that your store entrapped me in some kind of scam, involving the Comenity Card, complete with high pressure telephone collection tactics designed to prey on senior citizens like me, I want you to immediately cancel the card as well as my account.
If I do not get a satisfactory reply from you in 21 days I will file fraud claims against you with both the Better Business Bureau and the *********** of Consumer Affairs.
Therefore kindly remove any charges from my account and notify the three respective credit reporting bureaus of your error in reporting the amount overdue. ***** ******* *** *************************************** E-MAIL* ******** ************
RE: COMENITY CAPITAL/****** CARD ********
Business Response
Date: 03/25/2025
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: 04/15/2025
****************

I have received correspondence from Comenity Bank that they have cleared my account and my balance now is ZERO.

Thank you so much for helping me with the problem that laid heavily on my shoulders.

You can publish any correspondence that was mailed to you.

Gratefully yours,

***********
Initial Complaint
Date:03/24/2025
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.
First to clarify: I had a loan through ************ Patient Solution (link here: *********************************************). According to my online portal for the lending club site: "This site gives access to services offered by Comenity Capital Bank, which is part of **************** ************ Patient Solutions Accounts are issued by Comenity Capital Bank."
I would have filed a complaint against ************ itself, but could not find the appropriate address, nor is it listed on their online portal.
In early January, I was surprised to see that I still owed money on this account (it was maybe $3k, and had been paying for a number of years, since 2022 at least). On 1/13/025, I contacted the company, and requested that I pay all remaining charges, which amounted to $954.75. At that time, I was told that my account would be closed, and there were no outstanding fees. A few weeks later, I had another charge of $2, which ballooned to $30. I contacted the company again, and indicated I was told all prior charges had been paid. They dropped the charges, and then again indicated my account would be closed.
Now I have received an indication that the account still has an unpaid balance of $365, despite twice being told it was paid off, and the account has been closed. At this point, we have stopped autopay for the account, and blocked it from our bank. I have included screenshots from the account indicated payment and subsequent charges on the dates listed above, as well as screenshot of the email indicating that lending club has still not closed out my account. My request would be for lending club to drop the obligated balance (which I have now attempted to pay off multiple times), and to close my account.
Business Response
Date: 03/24/2025
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: 03/24/2025
[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.]

Better Business Bureau:

I accept the business's response to resolve this complaint. Please also let me know if in your experience it is more appropriate to modify this inquiry towards the ************ Patient Solutions (as that was the company I was directly involved with - though as noted Comenity Capital Bank was the only portion of this enterprise that I could fully identify, and issued accounts for the ************).

Regards,

******* *****
Customer Answer
Date: 03/26/2025
******* ***** <*******************************>
Attachments
Tue, Mar 25, 10:54 PM (9 hours ago)
to **********************************************************************************************

Hello,

Im a bit confused about the response I received from the complaint indicated in the subject line. My impression based on the verbiage that was forwarded to me by the BBB is that Comenity would reach out to me, and then I would forward that information to the BBB if the issue was not resolved. But the most recent message from the BBB is that the case is now closed.

Please help clarify,

-***

___________________________________________

******* B. *****, ***** FAIUM

Associate Professor

*********************

Department of Radiology

**************** Avenue, MC 2026

Room 301B

*******, IL 60637

************ (Phone)

************ (Fax)

*********************

*******************************

Image
Initial Complaint
Date:03/24/2025
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 applied for CASH BACK CARD on 9/12/2024 and the card was issued on 9/23/2024. I was offered $200 cash back as per attached letter. As per this offer I spent more than $ 1000 up to 11/26/2024 per attached statement, but I have not received my $200 statement credit yet. Please issue $200 statement credit at your earliest possible.
Business Response
Date: 03/24/2025
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:03/23/2025
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 made my usual payment like I always do every month and they sent it back to my bank saying there wasn't the money in the account but there was. My bank varo says that at no time was there a declined transaction between the two. Bread F then charged me for a return check fee. They did this 3 times then suspended my account and I didn't get any kind of alert this was happening until a couple of days ago. My bank would have alerted me if my payments were not going through but they were taking my money. Now I have to do all this stuff through my bank and idk what is going to happen. I need help if someone would just call each other this would be taken care of but because of the situation I'm having to go through other channels that aren't used to dealing with any of this through online messages! I need help!!?
Business Response
Date: 03/24/2025
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:03/22/2025
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.
Ulta Beauty Rewards credit card, operated through Comenity Capital Bank, charges $30 in junk late fees. I recently had a family emergency and paid my balance IN FULL two days beyond the due date. I normally always pay my bills on time or EARLY. They refuse to remove the charges because I had to have them credited last year because it was a nightmare to set up an account on their online platform to even be able to pay the bill. I work in collections and this is unfair business practices. A day or two past due should not at all be an issue and paying $30 late fee on an original balance of $111 is a JUNK FEE and should NOT BE ALLOWED.
Customer Answer
Date: 03/24/2025
Hello,

Below is the information you are looking for!

**** ********
****************************
State: WA
Zip Code: 98106

My email and zip code were already provided, I just abbreviated last name.

****
Customer Answer
Date: 03/24/2025

**** ******** <****************************>
11:41 AM (2 hours ago)
to disputeresolution

Hello,

Below is the information you are looking for!

**** ********
****************************
State: **
Zip Code: 98106

My email and zip code were already provided, I just abbreviated last name.

****

Sent from my iPhone

Business Response
Date: 03/24/2025
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: 04/03/2025
From: **** ******** <****************************>
Date: Thu, Apr 3, 2025 at 1:22 PM
Subject: Re: BBB Complaint ID ******************************* | Additional Details
To: <**********************************************************************************************>

This has been resolved. The vendor has credited the junk fee. Thank you for your help!

Regards,

**** ********
Initial Complaint
Date:03/22/2025
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 am writing to file a formal complaint regarding an unauthorized credit inquiry made by COMENITYCAPITAL/SAKS on my credit report, dated October 02, 2024. As a victim of the ************ breach in 2021, I have been vigilant about monitoring my credit to prevent fraud and identity theft.I did not apply for any credit or services with COMENITYCAPITAL/SAKS, nor did I authorize this inquiry. This unauthorized action has caused me significant distress and could potentially harm my credit score.I request that:This unauthorized inquiry be removed from my credit report immediately.COMENITYCAPITAL/SAKS provide an explanation as to how this inquiry was made without my consent.Measures be taken to ensure this does not happen again.Please resolve this matter promptly. I can provide any additional information required to assist in your investigation.Thank you for your attention to this issue.
Business Response
Date: 03/24/2025
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:03/21/2025
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.
Filed a dispute for recurring charges on my Ulta rewards MC that posted Jan. 1st, Feb 1st and March 1st in the amount of $12.95 per month for some type of plan with *******. I received a letter stating if I wanted a refund I needed to reach out to ******* and cancel the service and request a refund from them. Why have a dispute process or fraud department if you aren't going to do the work. When I contacted the bank regarding the letter I received, I had to call three times due to being hung up on the first two calls. I also spoke with ******* on the same day I filed the dispute and per ******* there was nothing on file listed under my name/number. Clearly these were fraudulent charges. I would like a refund for the three (3) recurring charges plus the interest. I will NEVER get a card associated with this bank again.
Business Response
Date: 03/24/2025
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: 03/24/2025
[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.]

Better Business Bureau:

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

Regards,

**** ******

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Comenity Capital Bank is BBB Accredited.