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

2,380 total complaints in the last 3 years.
583 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:06/04/2025
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.
Ok so I have a zales credit card given by comenity bank. I was on a promotional plan zero interest for 12 months. If not paid in 12 month you get charged all the interest. But the thing was the was never given my end date, couldn’t sign into my account to find out and when I called about it I was given the run around. So they prevent you from getting that info then charge you all this money in the end and there is nothing you can do about it.
Business Response
Date: 06/04/2025
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:06/02/2025
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.
Subject: Dispute of Late Fees and Interest Charges After Full Payment To Whom It May Concern,I am writing to formally dispute the late fees and interest charges posted to my Carters credit card account ending in [9803], following a full balance payment made on April 11, 2025, in the amount of $179.33.Despite paying my account in full, I was charged:A $4.66 interest fee on 04/15/2025 A $34.66 late fee on 05/10/2025 A $15.00 late fee on 05/16/2025 A $3.00 minimum interest charge on 05/16/2025 These charges appear to stem from residual interest (often referred to as trailing interest), but since the full balance was paid in good faith and on time, I believe these fees are both unjustified and contrary to fair billing practices.I respectfully request:1.A full explanation of why interest and late fees were assessed after the balance was paid in full.2.Immediate reversal of all and any late fees and interest charges.I have been a responsible account holder and am requesting that this matter be resolved promptly and fairly. Please provide a written confirmation that these fees will be removed and that no negative reporting has been or will be made to any credit bureau.Thank you for your time and attention to this matter.Sincerely,******* ********* Account: 9803 ********************* ************
Business Response
Date: 06/03/2025
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: 06/03/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23410050

I am rejecting this response:
because it does not accurately address the ongoing issue I have experienced with this account. Over the past several months, I have made multiple attempts by phone to resolve this matter. Unfortunately, I continue to receive inconsistent and conflicting information from each representative I speak with. The core issue remains unresolved, despite assurances that it would be corrected.

I was promised that my account would be brought to a zero balance after I paid it in full. However, I was later charged interest on a zero balance five days after payment. When I called to address this, I was told the late fees would be removed and while some were adjusted, the interest charge of approximately $4 was not. That seemingly small oversight triggered a chain of subsequent charges that should never have occurred.

What concerns me most is the pattern of deflection and lack of accountability. Each time I seek resolution, I am referred to someone else, or the issue is obscured by explanations of policy and procedure that appear to shift depending on the representative. This lack of transparency and the repeated failure to fulfill the original resolution is what led me to file a complaint with the Better Business Bureau.

I am requesting a full and final review of this account, with a correction made to reflect the original agreement a zero balance with all erroneous interest and late fees removed. I ask that this matter be handled with integrity, clarity, and finality.

Sincerely,
******* *********
Initial Complaint
Date:06/02/2025
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 was charged a $30 late fee ( may 2025) on my account and when I asked if it could be reversed as a courtesy.. they said no because the account is closed .I find that hard to believe that they cannot credit my account. The account has been closed by me due to their poor customer service.
Business Response
Date: 06/02/2025
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: 06/13/2025
They have not reached out to me yet ?

Customer Answer
Date: 06/13/2025
They have not reached out to me yet ?
Initial Complaint
Date:06/02/2025
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.
Cashier asked to sign up for credit card on a 30 dollar purchase to receive discount I did then then paid the 15$ balance at the same time of purchase which would be the next transaction on the register then I was informed they did not receive the payment that later added on fees and interest after already being paid now I was left paying 113$ for a 30$ item I paid for then on the spot
Business Response
Date: 06/02/2025
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:06/01/2025
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 called on 5/5/25 and tried to make a payment via the automated system. The automated voice kept saying "could not understand my request." Spoke to an operator, "please I want to make a payment" the operator told me if she makes my payment it will cost me $9.00. So on May 6, 2025 my bank mailed a check and I have proof it was deducted from my account. I just received my statement and was charged a late fee of $41. I called and spoke to people in *****. DO NOT USE COMENITY THEY OUTSOURCE EMPLOYEES WHO HAVE HORRIBLE CUSTOMER SERVICE
Business Response
Date: 06/02/2025
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: 06/12/2025
I have not received a response from the business yet. I don't want to accept the response until they respond to know if it's acceptable.
Customer Answer
Date: 06/12/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23405144

I am rejecting this response because: I have not received a response from the business yet. I don't want to accept the response until they respond to know if it's acceptable.

Regards,

******* ******
Initial Complaint
Date:06/01/2025
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 have been paying **** since 2021, and I was never late because I had it taken out automatically every month. Most recently they changed banks, and it stopped my automatic payment, I was not informed they changed banks and I keep getting calls from a Comenity Capital when I spoke to one of their representatives, they informed me that **** changed banks (You can check the recording because I told them I did know and I thought they were trying to commit fraud it is all recorded). I started my automatic payments again. A couple of months later Comenity Capital started calling me again stating I was behind on payments I told them I never stopped my automatic payments so why would I be late. They charged me a late fee, and they messed up my perfect no late payments on my credit. I started my automatic payments again at that time. No, I get another letter stating I am now 120 days late and it is on my credit report. I also see that I have a $2,101.01 balance I brought the laptop for $2,300.00 and I have been paying for 4 years my amount was around $1,500 about 2 years ago now it backs up. I believe there is some fraud going on and I'm paying for it. Please help me I know there is a problem, and **** is getting away with it something is going on with this company. I know I have paid them for the laptop. How could the amount be back up to where it started and I have been paying for 4 years going on 5 years. Please help I want this resolved and my credit fixed.
Business Response
Date: 06/02/2025
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:06/01/2025
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 formally dispute a finance charge of $328.92, which appeared on my statement dated February 21, 2025, and has since increased to $445.00. My initial dispute was submitted on March 12, 2025, within the 60-day timeframe outlined in the Fair Credit Billing Act (15 U.S.C. 1666 et seq.). To date, I have not received a satisfactory explanation of the denial of my dispute, nor any supporting documentation used in your decision-making process. On February 12, 2025, seven days before the due date, I submitted a payment of $23,347.46 via *** Online Banking, a secure and widely accepted bill payment method. This payment was not posted by Comenity for nearly two weeks. Upon discovering the delay, I immediately placed a stop payment on the check and contacted Comenity customer service. Following their guidance, I made three consecutive payments by phone to ensure my balance was paid in full promptly.. These actions were made in good faith to avoid delinquency and demonstrate my commitment to resolving the matter responsibly. I also submitted supporting documentation from ********, clearly showing that the payment was issued well before the due date.Given these facts, I respectfully insist on the following:1.An immediate credit of $445.00 to my account;2.A detailed written explanation of the rationale for the original dispute denial, including the evidence relied upon;3.That no further finance or interest charges accrue while this matter remains unresolved.The payment delay was beyond my control, and I took every appropriate step to correct the situation. My actions should not result in unfair penalty charges, particularly in light of the protections granted under the ****.
Business Response
Date: 06/02/2025
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: 06/02/2025
I am writing regarding my ongoing dispute over charges on my account - 6602. I originally submitted a written dispute on 6/1/25. contesting the amount. Despite this, I have now received a new statement that includes a $30 late fee and additional interest charges. These fees are related to the amount currently under dispute and should not have been assessed under the Fair Credit Billing Act. I request that Comenity immediately remove all such charges from my account and provide written confirmation of this action. Please also ensure that no negative reporting related to this matter is made to any credit reporting agency. Thank you.

Customer Answer
Date: 06/05/2025
I am writing regarding my ongoing dispute over charges on my account - 6602. I originally submitted a written dispute on 6/1/25. contesting the amount. Despite this, I have now received a new statement that includes a $30 late fee and additional interest charges. These fees are related to the amount currently under dispute and should not have been assessed under the Fair Credit Billing Act. I request that Comenity immediately remove all such charges from my account and provide written confirmation of this action. Please also ensure that no negative reporting related to this matter is made to any credit reporting agency. Thank you.
Initial Complaint
Date:05/31/2025
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 surgeon's office suggested Alphaeon for my surgery. I was never told there is something about a promotion and when I was least expecting it I would be slammed with a fee I could not pay in a lifetime. I thought it is for surgery and there is no interest, that it was an interest fee card.
I had not paid interest for years. I almost had it paid down to 4k.
On May 26th I was charged nearly equivalent to the balance of 4k. over *******. There is no way now in a lifetime I can pay this with my other bills, my daughter with a disability has needs I have been waiting to address for years and now there is no hope to help her or pay this. My credit will be ruined. I currently have perfect credit.
Business Response
Date: 06/02/2025
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:05/30/2025
Type:Product 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 opened a Toyota Rewards Visa with Comenity Bank at the beginning of 2025. It promised a 5% reward for purchases and service at Toyota Dealerships. I spent a few thousand dollars having my car serviced but only received 1% in rewards. I spoke many times with their customer service. I was told many different things including - "**** ****** ** **** ***** ** is a valid dealership and I should have been given 5% rewards", "It was a glitch in their system and I would be reimbursed in a couple months", "I'll send it higher up and definitely get it rectified." - Nothing has been resolved. The customer service agents that helped me could only see sparse notes from the previous agents. I was not sent any emails advising they were working on it. I was finally told it would be addressed in 5 days (almost a month ago) and given a ticket number I could use in the future, but was later told it wasn't a valid ticket; Rather it was only an agents ID number.
Business Response
Date: 06/02/2025
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: 06/16/2025

CS RequestYONTS,****** - Voicemail box 135
Attachments
2:36 PM (31 minutes ago)
to me

GoTo logo
You received a new voicemail message
Info New voicemail message
Time: Monday, June 16 2025 2:35 PM
From: CS RequestYONTS,****** **************
Duration: 19 seconds
Voicemail box: 135
Transcript:
Hello, my name is *** *****, last name spelled *********. My cell number is ************. My complaint ID number is **********. Thank you.
Customer Answer
Date: 07/25/2025
I received the attached letter from Comenity Bank in the beginning of July.
On July 15th they added the missing Rewards dollars to my account.
Thank you for your help.
*** *****
Initial Complaint
Date:05/29/2025
Type:Order 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.
*** had a AAA **** credit card for decades. A year or two ago, it was switched from *************** to Comenity (not my choice).
I pay off my balance monthly via an online draft from my checking account.
On December 1, 2024, I purchased a whole house generator and installation with my AAA **** for $11,250. I never received the generator, let alone the installation,
When several attempts failed to resolve the issue with the merchant, I filed a dispute with Comenity. I phoned them on March 25, 2025, and followed up with a letter and supporting documentation. Comenity requested more documentation, and I provided it.
Last week I received a letter informing me that they would not refund my money because I had already paid for it. That certainly seems off and contrary to the advertised advantages of using a credit card for the consumer protections a credit card provides.
I called **** and was told that paying off my balance monthly should have no effect on processing a chargeback in this situation. However, **** said that I have to go through Comenity Bank to get my money back.
So, Comenity Bank is not following ****s rules, they are not providing the consumer protections required by law, and they are effectively forcing me to take the merchant to court at great personal expense to get the refund to which I am entitled.
Business Response
Date: 05/29/2025
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: 06/09/2025
***** ****** <***************************>
11:18 AM (15 minutes ago)
to disputeresolution

I received the attached from you this morning. I have heard NOTHING from Comenity Bank. No email, no message in my online Comenity account, no snail mail letter. This does not surprise me. This is a lying, unscrupulous, poorly managed company with "customer service" focused not on customers but on delays and inaction. That's why I asked you for help. In my humble opinion, they should be forced out of business. The fact that they told you they will get in touch with me is just another lie. IF (and that's a BIG IF) they get in touch with me, I'll let you know.

- ***** ******

--------------------------------------------------------------------------------------------------------------

Company: Comenity Capital Bank
Consumer: ******, ********

This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.

Please click on the link below to access BBB's *************************** System to read this message.

Go to: ***************************************************
Enter Code: 772914752BAD2

This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at *************.

BBB of ******************************
****************
********, ** 43215-1005

--------------------------------------------------------------------
Sent: 6/9/2025 10:26:01 AM
From:
BBB of ******************
To:
******** ******
Subject:
Message from the BBB regarding your complaint
******** ******
*******************
******** VA 22520

Re: BBB Complaint ID # ******** - **********************

Dear ******** ******,

BBB is following up with you regarding the complaint you filed against Comenity Capital Bank. Comenity Capital Bank had previously responded to BBB, indicating they would be contacting you directly.

To date, we have not received your response.

The complaint has been closed.

However, AFTER you have received a direct reply correspondence from Comenity Capital Bank, please be assured that the complaint can be reopened once BBB has received the following from you:

A copy of the letter or email you receive from Comenity Capital Bank and your written explanation of whether or not you are in agreement with Comenity Capital Bank.

The letter or email you receive from Comenity Capital Bank would be dated AFTER you filed the BBB complaint and will reference your BBB complaint number ********.

BBB cannot provide you with a timeframe of when you will receive a letter from Comenity Capital Bank, as this would depend on how much time Comenity Capital Bank will need to research your account and prepare their response to the BBB issues. However, if Comenity Capital Bank has not contacted you at the end of 60 days, please contact BBB. We will then reopen your complaint and follow up with the business through dispute resolution services.

BBB needs the above information to help us understand the position of the business.

If you cannot provide BBB with the information above, BBB will not be able to further assist you in this matter.

Please send the above requested information to ********************************************************* or mail to BBB, *************************************************************************. Be sure to include your complaint ID ********.

The complaint is closed and will appear in the company's BBB Business Profile as: 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."

Please do not file a new complaint. It will be closed as a duplicate complaint. BBB does not process complaints from the same consumer concerning the same issue against the same business, as BBB reports both the number and the nature of the complaints we process.
If you have further concerns, please send to ********************************************************* being sure to reference your original complaint number ********.

BBB posts all reportable complaints against a business on its BBB Business Profile once they have closed. Please understand your complaint and the company's response may be publicly posted on the BBB website (BBB reserves the right to not post in accordance with BBB policy), and this posting may be delayed.

Regards,

********* **********
BBB Dispute Resolution Team
BBB Serving ************
**********************************************************************************************

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Comenity Capital Bank is BBB Accredited.