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
- 2,283 total complaints in the last 3 years.
- 583 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:10/18/2022
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.
Dear BBB: This complaint is about Ac No. **** **** **** **** with the entity at issue. At the beginning of this year I noticed that this entity reported unjustifiable and inaccurate late payments history to my credit files. Immediately after, I sent a dispute to the national credit bureaus which came back “Verified”. After undocumented verification I sent a demand of production of documents to the entity at issue and in return they sent copies of some statements which showed and proved that I WAS NOT late at all. I put together all of the proper documents along with explaining letter and sent them back to this bank and in return I received NO RESPONSE to my legitimate claim. Meanwhile this entity grudgingly, illegally, unjustifiably and unethically keeps these inaccurate and damaging late reports in my credit files. I even sent a notice to the CEO of this disgraced bank and received NOTHING in reply to my legal demand. This is awful and shameful that Banks such as this one commit such a big fraud against citizens of this great nation and get away with it. Please assist.Business Response
Date: 10/19/2022
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:10/18/2022
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.
My local BJ's store encouraged me to apply for the BJ's Comenity Capital Bank credit card with the enrollment bonus - $50. I never saw the bonus, I asked in my store, they directed me to credit card company. I called BJ's Comenity Capital Bank credit card, they said the store indicated that bonus paid, which is not true. Also, every bill from that credit card included some late fee and other financial charges. I had to call them every time to remove those fees from my bill since there was no basis for that. It looks like a scam this company doing. My guess, they expect people just not call and pay those fees, because it takes a really long time to get to the real person. I don't know if what they are doing is legal, but it definitely unethical. I don't want anybody else fall for this scam.Business Response
Date: 10/19/2022
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:10/18/2022
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 sent payment to Comenity Bank using Bill Pay through my SunCoast Credit Union checking account on 7/27/22. Suncoast transaction records indicate it was received by Comenity on August 4, 2022.
Comenity says they did not receive payment. They charged me a $29 late fee's for August, I called them . They removed the late fee, gave me a dispute # **** and said they would investiage the issue.
They continue to charge me late fee's Sept and Oct.
I cannot get through to them by phone. I have tried 4 times.
I have been on hold for hours and hours in an attempt to resolve this.
Please help.Business Response
Date: 10/19/2022
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:10/18/2022
Type:Customer Service 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.
I have filed disputes and have discrepancies in my credit reports and have set multiple letters and have had no corrective action.Business Response
Date: 10/20/2022
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: 10/21/2022
[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.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******** ******Initial Complaint
Date:10/18/2022
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.
On 9/11/2022 submitted an online order to Rees & Rees LLC using PayPal account tied to Comenity Credit in the amount of 860.12
Sent email to seller on 9/27 to ask about status of order. No response from seller.
Reached out to Comenity on 9/28 via phone to file a dispute. Was never provided a dispute confirmation number. Was told charge will stay on my account and interest will accrue until dispute is resolved. Resolution could take up to 90 days.
Simultaneously reached out to PayPal to file a dispute and attempted again to contact vendor with no response. All along PayPal has kept me updated via the status of my dispute via email.
On 10/18/2022 PayPal reached out to me via email and noted the dispute was resolved in my favor.
On 10/18/2022 I contacted Comenity to let them know of the decision by PayPal and requested that the interest accrued for the charges be removed from my statement. Trish's response was they will not do that until the Dispute Department has finished their investigation. I just told her that the issue was resolved and the credit was showing on my account. I requested to speak to someone in the Dispute Department or her manager and both lines were busy was the response received.
I want the accrued interest for the 860.12 charges since 9/11/2022 and until this matter is resolved removed from balance.Business Response
Date: 10/19/2022
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: 10/21/2022
[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.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******** ********Initial Complaint
Date:10/18/2022
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.
Purchased a puppy from Petland on 5/8/2022, informed all credit card details (interest rate, term of loan etc) were handled through Comenity Bank and to contact Comenity once credit card was received. Received credit card in mail appx 3 weeks later with a set interest rate of 29.99% @ 60 months. Called comenity bank and Petland to dispute credit card terms because a choice of terms was not provided at time of purchase. Comenity account service agent stated terms were through Petland, to later be informed Comenity handles this. Comenity provided options on new rates from which I selected 9.99 % for 36 months. First dispute denied via letter in mail on 8/10/2022. Calls made inquring reasoning behind rejection, and dispute reopened. Found out on 8/10/2022, new charge on account is $8,346 instead of $4,173 (charge for orignal purchase of puppy). Second dispute filed and still on going. Multiple calls made to inquire on status of both disputes, to no avail. Bounced back and forth between Petland and Comenity, both businesses offering no assistance. Last call made 10/17/2022. Spoke with multiple associates and one in particular, *****, informed that the original dispute was closed on their side due to "no promotional plan being available to offer the stated rate of 9.99 % for 36 months." Was also informed during previous inquiries while the dispute was in progress the account would be on hold and therefore no payments would be required and this information was inaccurate. Was updated that there was a minimum balance due of $1,029 due to lack of payments from the months of Aug - Oct.
Was informed the payment due was $334/month which was 4% of the new balance of $8,346. Disputed with ***** regarding incorrect balance and lack of knowledge of choices in original credit card rates, to no avail. Will be following up with Petland Corporate for any assistance they can provide. Had to make payment of $334 on 10/17, although account is still behind on payments.Business Response
Date: 10/19/2022
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:10/18/2022
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 called customer care on September 10 to pay my final amount on the credit card and I canceled the credit card. The lady told me it was canceled and closed. I received an email today stating that I owe at least $35 by November 11. I called customer care again and spoke with a woman named ******* who was not very nice. She told me I cancelled my card on September 10 but then a charge was made on the 12th. She then told me she Couldn’t handle my situation and would forward me onto customer care. I did call customer care…. I was then on hold for 10 minutes with no response. How was my card able to be charged after i cancelled and closed the account. I should not owe what I owe and you guys are screwing with my credit score now.Business Response
Date: 10/18/2022
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:10/18/2022
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 have an Overstock.com store card through Comenity.net. I paid the balance off and asked to have the account closed over 6 months ago, Since then, I have called three additional times requesting that the account be closed. Twice, I was told that the account was closed, another I was told that I couldn't access the account without the paper statement and account number. Every month, a minimum $2.00 interest charge is being applied even though I have a $0 balance. I am also being assessed a $2.00 late fee against the interest charges, again all against a $0 balance. I recently received the October statement, and there is a $6 balance consisting of a $2 minimum interest charge, a $2 late fee, and a $2 previous balance, which I assume is from September. I am not sure how to get this account closed and don't care to be told that account is closed just to get another bill.Business Response
Date: 10/18/2022
To Whom It May Concern
This complaint concerns the Overstock Store Credit Card managed by Comenity Capital Bank. This complaint needs to be sent to Comenity Capital Bank.
Sincerely
OverstockBusiness Response
Date: 10/18/2022
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:10/18/2022
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.
Alphaeon-Comenity Capital Bank had a major Overhaul-System Update back in June 2022. Resulting clients to have their credit scores drastically drop due to them not reporting on time payments to credit bureau’s. Spoke with ******** and ***** on October 18 both confirmed it was company’s fault. I did not get approved for an apartment due to my recent credit score drop.Business Response
Date: 10/18/2022
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:10/18/2022
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 4 2022 i cancelled a disney cruise vacation and the refund was sent back to my credit card. The card number that was used for the deposit was compromised and replaced by comenity bank. The new account should of received the credit. As of today 10/18/2022 the credit of $840.00 has not been refunded. I have made several attempts to get this rectified. I have made several calls (waiting on hold for over 1 hour) I have sent 5 emails to this matter and nothing has been done. I am enclosing a copy of the statement showing the credit balance, but no refund has been done, also a current statement of the new account. I don't see how a bank can operate like this and get away with it. If i was late paying them they would of destroyed my credit by reporting it late to the bureau. Therefore I am demanding a full refund plus interest that i have accrued. Pleas assist in this matter. As i am filling out this complaint, I have been on hold for 1 Hour and 12 minutes. AGAIN not right.Business Response
Date: 10/18/2022
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.
Comenity Capital Bank is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.