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
- 2,382 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:01/24/2025
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 was charged for a purchase from **** in november. I do not use **** any longer and I am not sure why they would charge me for this service if they didn't even receive the laptop or me agree to any type of service. They then charged my **** credit account without my knowledge and I have since got a refund for the service as they stated. I should not have been charged. Now Comenity wants me to pay for 2 late fees for service that is being refunded and never happened. I have had nothing but issues with this bank and you cannot speak to anyone willing to help you. They will not factor in health reasons and the fact that I was wrongly charged to wave a simple feeBusiness Response
Date: 01/27/2025
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:01/24/2025
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.
Hi, I am **** E ******, I am not liable for this debt with COMENITY CAPITAL BANK/******, and I do not have a contract with Midland Credit **************. They did not provide me proof of the original contract as I requested. Midland Credit *************** was the collection agency and deleted the negative item, but Comenity Capital Bank/Burlington did not. I demand this account be removed from my credit report from ********. The Original creditor is Comenity Capital Bank, The Phone Number on my credit report is ************* and the account number starts with ******xxxxxxxxxx I find it concerning that Comenity Capital/ ****** is not complying with legal requests. Midland Credit Management collection deleted it but Comenity Capital/****** haven't, It needs to be removed from my Experian Credit Report. If Comenity Capital Bank cannot provide proof, I demand this account be removed from my credit report as is my right per **** Section 623. (a) (I). This is my last request before I file a formal complaint with the **** & the **** Thank you very much.Business Response
Date: 01/24/2025
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:01/23/2025
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 am in dispute with Comenity Capital Bank in c/o of Zales, on disputed interest fees placed on my account. I have contacted Zales directly, to dispute the interest of an approximate $600+ placed on account related to a purchase made in 2023. I've been told by a ***** representative that I should wait for a response.The final payment was made on a Zales credit card purchase, that had a 12 month no-interest payment requirement, as long as payment was received before December 20, 2024.The balance owed at the time of my payment was $85.00 of which a payment of $86.00 was made on November 12th, 2024, confirmation #WSB08SLXXK, Trace# ************* ******* bill pay provider, has informed me that payment had been returned due to it being refused by the receiver, Comenity Capital Bank.The payment was executed electronically, as all payments made on account previously, and continue to be made on account for balances, currently owed.Since Comenity Capital Bank had refused the last payment for the 12 month no-interest purchase, they now have added interest for that purchase, for the year, creating a bad faith claim.A good faith payment was made on account, with available funds, with a valid account number, electronically executed and paid in full, before due date.I would like all interest removed from my account balance, for the previous purchase made.Business Response
Date: 01/23/2025
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:01/22/2025
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 HAD PURCHASED A PAIR OF SHOES FROM bEALLS WHICH WERE DESTROYED A FEW DAYS LETER IN THE HURRICANE.(******).I CALLED THEM TO SEE IF THEIR COMPANY HAD A POLICY TO REPLACE ITEMS UNDER THESE CIRCUMSTANCES AND WAS TOLD NO, BUT I ASKED IF I COULD PAY BILL OVER PHONE WHILE I HAD THEM ON LINE. REPRESENTATIVE SAID ,"SURE" SO I GAVE HER MY CREDIT CARD INFO TO PAY ENTIRE BILL. SEVERAL WEEKS LATER I GOT A BILL FOR AMOUNT I HAD PAID PLUS A $29.95 RETURNED ITEM CHARGE. THEY SAID I HAD A RETURNED CHECK, WHICH WAS NOT TRUE. LATER THEY SAID THEY DO NOT ACCEPT CREDIT CARDS FOR PAYMENT. I WAS NEVER TOLD THIS AND MY PAYMENT WAS ACCEPTED. I SPENT HOURS ON THE PHONE, WENT TO MY NEAREST BEALLS AND THE MANAGER HELPED ME CALL BUT TO NO AVAIL. I PAID WHAT I OWED, NOT FEE THEY ARE CHARGING ME, WHICH IS BOGUS. THEY RECORD THEIR CALLS, SO THEY KNOW REPRESENTATIVE ACCEPTED MY CREDIT CARD. NOW THEY ARE ADDING LATE FEELS, INTEREST, ETC. ON THE $29.95 SERVICE FEE. I AM 81 YEARS OLD WITH SERIOUS HEART CONDITIONS. I HAVE A VERY LIMITED INCOME. I DONT FEEL I SHOULD PAY A FEE FOR SOMETHING WHICH I WAS NOT ADVISED OF AND ASSUMED WAS PAID. HELP PLEASEBusiness Response
Date: 01/21/2025
This complaint was sent to the wrong company. Please send the complaint to Comenity Bank that administrates the Bealls credit card for further assistance.Business Response
Date: 01/22/2025
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:01/22/2025
Type:Order 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 received a letter from Comenity Capital Bank of Columbus Ohio, on January 21, 2025, in regards to an application to open an account. The letter said, " When we tried to look into your credit history with other credit grantors, we were advised that a security/credit freeze was placed on your credit report. We need this freeze removed before we can continue with your application and fully access your credit potential". I made three calls to Comenity Card Fraud Department (###-###-####) to tell them that I did not make the application and to cancel it. During the first two calls I was asked for the reference number of the letter (2*********71487) and then they ended the call. On the third call, I was asked for my Social Security Number. I said I was not giving it because I had given the letter's reference number to her. She then ended the call. I am requesting your assistance to have this fraudulent application cancelled.Business Response
Date: 01/22/2025
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: 01/22/2025
I accept the business's response to resolve this complaint.
Regards,
***** ****Initial Complaint
Date:01/22/2025
Type:Service or Repair 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 was lied to by an employee that I had a credit card that was still active and said that if I used my card I would say like $15. She said all she needed was my id. Then at the end said just put in my social to verify its me. The next morning I get a hit on my credit that it was applied for a NEW CREDIT CARD I NEVER KNEW ABOUT OR NEVER WOULD HAVE AGREED TO. Im in the middle of BUYING A HOUSE!!! I was deceived and lied to so my personal information was STOLEN and used for the benefit of the employee.Business Response
Date: 01/22/2025
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: 01/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22837733
I am rejecting this response because: I need to know what the letter says they are sending me and what their response is and what actions they are taking to resolve the issue.
Regards,
******* *****Initial Complaint
Date:01/22/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Comenity Capital Bank has possibly been involved in fraudulent activity on my AAA Advantage **** Signature account. Comenity refused to mail or email me a billing statement so I can pay the charges on my account. Comenity then sent me to a collection agency and reported the late payment to the credit agencies. The unlawful late has affected my credit rating. After multiple phone calls, Comenity refused to mail or email the billing state so I can pay it. They have confirmed my mailing address multiple time. I want the billing statement so I can pay it, I also want Comenity to remove the late payment from my credit report.Business Response
Date: 01/22/2025
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:01/19/2025
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.
I opened an account with Forever 21 several years ago. During that time, I saw a charge on my card that I didn't recognize. When I questioned, I was told it was for insurance in the event I lost my job. I lost my job last year and when I called to make a payment arrangement, I was reminded that I have a premium to pay on the card for the insurance payment. I asked about how I could get the insurance to cover the payment, I was given another number to call. I called that number and they said that they would send out paperwork to cover the claim. I didn't receive any paperwork. I got a call from the bank speaking to the balance. When I questioned the balance amount (because I hadn't used the card) I looked at the statement and noticed that there was a $28.50 late fee. I asked why was I being charged a late fee for something the insurance was supposed to cover. Javier, the customer service agent told me that he could only give me partial credit for the late fee. Meanwhile I'm still being charged for insurance that isn't covering the balance. What am I paying for? With everything going on in the country between being laid off, fires and storms, why do I have to be further abused by this bank and their services. On top of that, no one wants to take any responsibility. I would like the $28.50 late fee to be reversed seeing that the reason it's there is because the insurance company that was recommended by Comenity bank failed to do what was necessary to cover the claim, despite being contacted over a month ago.Business Response
Date: 01/21/2025
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: 01/21/2025
I accept the business's response to resolve this complaint.
Regards,
******* ********Initial Complaint
Date:01/17/2025
Type:Sales and Advertising 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 October 8, 2024 I was charged $7800 for a medical procedure that I had not yet had. I had not even had the consultation yet. I let Alphaeon know that I did not want to be held financially responsible for services I never received and refused. I let the doctor's office know that they were not qualified to treat me based on my needs. I have submitted multiple documents proving my case that any reasonable person would not be satisfied with the level of service, or lack there of. I have been contacting Comenity Capital Bank and Alphaeon since October and have submitted multiple documents. They claim I have not submitted anything new. I initially sent Comenity Capital Bank a certified letter stating my intentions to have the transaction investigated. I did not get a response until I wrote them via the ************** on Alphaeon's website. This is how I have been communicating with them. They continue to state that they have not received any additional information or documents. I am attaching documents that contradict that claim.Business Response
Date: 01/17/2025
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: 01/29/2025
'***** *****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
Attachments
1:44 PM (30 minutes ago)
to **********************************************************************************************
Hello and good day,
I recently received an email update concerning my complaint with the BBB. I have since received a letter from the company. Enclosed is my response to the letter I keep receiving from Comenity Capital Bank.Initial Complaint
Date:01/15/2025
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 February 23, 2024 I submitted a request to have my auto pay stopped for my Big Lots credit card. This was taken care of by customer service, however, it was reactivated without my permission and then used to try and get money out of me account on February 27th. This attempt failed, however, they were able to get money out of my account in March and April. I have proof that auto pay was stopped and then it shows money taken out from Comenity Bank on Big Lots behalf.Business Response
Date: 01/16/2025
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: 01/20/2025
I have yet to receive any correspondence from Comenity Bank at all. The only thing that I have received from them is from your website stating that they are investigating it and will let me know of their findings. The 10 days that the BBB has given me will be up by the time they respond, I do believe. I am not sure now what to do but wait for Comenity Bank.
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