Complaints

This profile includes complaints for Comenity Capital Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comenity Capital Bank

  3095 Loyalty Cir., Building A Columbus, OH 43219-3673

  
• 

  Comenity Capital Bank

  PO Box 5138 Luthvle Timon, MD 21094-5138

• 

  Alliance Data

  PO Box 427 Milford, OH 45150-0427

• 

  Alliance Data

  PO Box 699 Milford, OH 45150-0699

• 

  Alliance Data

  PO Box 580 Milford, OH 45150-0580

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:12/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is charging late fees for late fees on the last 6 months

  Business Response

  Date: 12/10/2024

  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:12/10/2024

  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 a payment 3 days past my due date because I had a hard time setting up my account online. Since this was the first time I used that credit card I called customer service and asked for the late charge to be removed. I was told I would get a one time courtesy fee removal. I paid my balance in full and to my knowledge had a 0.00 balance on the *************************** forward to December, I now owe ***** because I was only partially refunded the late fee and now another late fee has been added to my account. I called and asked for all of these fees to be removed. A message is currently being sent to another department for review. I paid the fees in full and am waiting to see if I am eligible for the credit.

  Business Response

  Date: 12/11/2024

  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:12/10/2024

  Type:Customer Service 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 have never attempted to open any account (retail or credit card) through Comenity Capital Bank. Yet, I keep getting correspondence from them for credit requests I didn't make. Comenity Capital Bank; please stop sending me correspondence. I have no desire to do business with or through you or Bread Financial. Cease and desist! I am monitoring my credit VERY thoroughly and will seek legal representation should you continue.

  Business Response

  Date: 12/10/2024

  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: 12/10/2024

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

• Initial Complaint

  Date:12/09/2024

  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 obtained hearing aids through Miracle Ear in ********, **. They utilize HealthiPlan/Comenity as financial/loan option. I received the hearing aids in late October. I call Comenity numbers ************ and ************ multiple times after obtaining the hearing aids to set up a payment plan. I was transfered to 3-4 different customer service representatives that indicated they were not able to assist with setting up a payment plan. I was not able to create an online account as the information I have about my account was not matching what Comenity had on file. After about 2 weeks of no success with Comenity, I went directly to Miracle Ear and paid of the entire balance due of $3607.84. The Office Manager with Miracle Ear, ************, paid off the balance due of $3607.84 on 11/14/24. I called Comenity on 11/24 to verify the balance was posted and determine if I owed any interest balance. At that time the entire balance due still showing on the automated system. I checked again on 12/3, same. On 12/4/24 I called Comenity, ************ asking them to check the records that payment was made in full around 11/14/24. I spoke with Consumer Account Manager, *********, who reports there is no record of a payment being made and entire balance is still due. Miracle ear is mailing a statement to me, confirming that this balance was paid. HealthiPlan/Comenity provides terrible customer service. I am asking for assistance in resolving that this issue and having Comenity close my account as is paid in full. I will inform individuals to NOT use this option, if they can't pay in full, do not use this service. I am hoping you can assist me.

  Business Response

  Date: 12/09/2024

  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:12/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 4, 2024, I applied for a AAA VISA SIGNATURE credit card account. I was given application number ***************. After applying online, I was prompted to call in to finish application processing. Upon calling in, I was instructed by the phone agent I spoke with to send in a copy of my driver’s license, social security card, and a copy of a utility bill or bank statement. I then received a letter in the mail a few days later confirming this information was needed to continue processing my application. On October 19, 2024, I sent a copy of my driver’s license, social security card, and a utility bill to a*********************************************** as I was instructed to do on the letter. I called in to account protection on October 21, 2024 to confirm that my information was received successfully and was told that it had been received and uploaded for review by a back office team that account protection has no way of communicating with. I patiently waited and called back to account protection on October 24, 2024 to check the status of the application and was told that a decision had been made on the application and I would receive a letter with the decision in 7-10 days and that there was no way of knowing the decision as the agent could not see that information and that I had to wait to receive the letter in the mail. On November 1, 2024, I receive a letter in the mail stating that Comenity is unable to approve my application because they are unable to verify my identity. The documents that I sent in were exactly what the bank requested of me and all information on those documents (name, address, date of birth, social security number) match the information that I inputted on the application exactly as I listed it. For a resolution to this situation, I would like Comenity to explain exactly why I couldn't be verified and I would also like Comenity to remove their hard credit inquiry from my ******* credit report or recategorize it as a soft inquiry.

  Business Response

  Date: 12/09/2024

  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:12/04/2024

  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 submitting a formal complaint against Comenity Capital Bank regarding what I believe to be deceptive practices concerning a credit card issued in partnership with Zales Outlet.
  In April 2023, I was offered a credit card from Comenity Bank to finance a $11,216.63 purchase from Zales Outlet. I was explicitly told that as long as I paid off the balance within 18 months, no interest would be charged. Accordingly, I made monthly payments of $624, directly from my bank account, for 18 months, with no late payments. The final payment was made in October 2024.
  I enrolled in paperless statements and did not receive physical statements. Over several months, I encountered issues logging into my account, receiving error messages stating that my account was invalid, despite entering the correct information. I continued to make payments as I was confident I was on track. On December 1, 2024, I was finally able to log in, only to find an unexpected interest charge of $4,099.37, dated November 10, 2024, subject to interest also. Upon contacting customer service, I was informed that the interest charge was due to a new purchase of $378.88. I was told that this new purchase caused my payments to be split between the original purchase and the new one, rather than being applied entirely to the original balance, as I had assumed. This information was never explained to me during the initial purchase or when I made the additional purchase. After reviewing my account, customer service acknowledged that I had made all payments on time and that the issue was due to insufficient explanation of the payment structure. Despite this, they were unable to reverse the interest charge.I find this practice to be deceptive, and I am requesting that the interest charge of $4,099.37 be removed from my account immediately. I also request that Comenity Capital Bank review and clarify how promotional purchases and subsequent charges are communicated to customers to prevent further misunderstandings.
  

  Business Response

  Date: 12/04/2024

  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: 12/10/2024

  From: ***** ******* <********************************>
  Date: Mon, Dec 9, 2024 at 10:05 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <**********************************************************************************************>
  
  
  Complaint ID   ID ********. I have not yet received any communication from Comenity Bank yet. 
  
  Thanks, 
  *****
  

  
  

  Customer Answer

  Date: 01/13/2025

  ***** *******<********************************>	Fri, Jan 10, 7:39 PM (3 days ago)
  todisputeresolution

  
  

  Sent from my iPhoneNotice received from Comenity Bank. Which is all incorrect, the practice of having my payment allocated to another balance other than the first expiring promotional purchase was not explained. These predatory practices of charging interest on balances already paid are not ok. They did not review my access to account center as if they did they would have documented all attempts to log in. They are lying and not being transparent about reviewing calls stating terms on calls were properly discussed as I never called prior to knowing I was being charged with outrageous interests. The call with complaint has a supervisor agreeing that I had in fact paid in full. She even escalated call and that manager said No to removing those unwarranted interest charges. Also my name is different because my last name changed to maiden and have moved that has no relevance whatsoever. I refute this statement, its not correct and they need to make it right .

  
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 18 months to pay off credit card with no interest. At 18 months I tried paying off remaining balance. It would not allow me to pay off remaining balance. I paid off what it allowed and sent a message and called to take care of it with no help. Got online the next day and paid the amount it allowed but it still would not let me pay off the full amount which was like $100 left. They ended up charging me interest of almost $1500 which was about what I used on the card. What is the worst part is my husband had the same card and the same amount spent on card as I did and it allowed me to pay off his card with no interest charged.
  I will not ever use this company for anything ever again because they screw their clients to make money.

  Business Response

  Date: 12/03/2024

  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: 12/04/2024

  they will do nothing like they have for over a month. They tell me nothing we can do. 
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:12/02/2024

  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.

  11/3/2024 made payment didn't process. Didn't find this out until I called back on 11/5. 11/5/2024 called and spoke with *** to find out why the payment didn't process. She stated that they don't allow debit cards to be used for payment over their self pay. The automated system never states this. They wanted to charge $9 to process the payment with a person. So I told her I would be sending the statement balance of $80.13 via mail and was told no late fee would be assessed. Received another bill in the mail around 11/19/2024 with the 12/3/2024 due date balance showed $122.34. The automated system states the payment via the money order was processed on 11/12. Automated system said I still owed $42.21. We asked the system to take me off the paper statements removing a $2.99 monthly charge. Called to ask them to remove late fee due to them saying none would be assessed. They said they would remove it, 11/26/2024 called the automated system again and it stated a balance still on the account of $39.22 11/26/2024 called back and spoke with ********* and she couldn't help. requested a supervisor was transferred to ******* and explained to him the situation. He stated the account is closed and they are unable to remove the late fee. I then again asked for his name and he stated it is ****** ******* employee number 0510, Address **************************************. I have been trying to pay off this bill and just feel as if Roaman's is making sure that can't happen. I am 73 years old and am working with my niece to get out of my credit card debt. I figured I would start with you, but need someone to help me get this account marked as paid in full and not have any balance left. Received a letter in the mail on Saturday 11/30. It is attached as well as bills where I took note on the discussion I had with people mentioned above. As well as a notebook page from 11/26/2024 who I all spoke too.I want to the late fee removed and the account showing paid in full.

  Business Response

  Date: 12/02/2024

  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:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i received a late fee on a bill. i called and the representative waived the late fee and was told to cancel my membership which she said she had and also verified that my account was paid in full. they keep billing me for the waivered late fee and tacking on more late fees for every month I don't pay. i have called them multiple times and all was recorded and they have not held up on their end and are trying to penalize me the consumer and won't stop sending me bills and they keep adding to the bill every month for something that isn't owed to them and was verbally told to me that it was taken care of and my balance was paid in full. I've asked them to stop but they will not and the bill just keeps growing. i will not pay it and do not owe them anything. they need to stop s ending me bills and take care of this like they originally told me they had.

  Business Response

  Date: 12/03/2024

  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.

  Business Response

  Date: 12/13/2024

  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:12/01/2024

  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.

  Account Number: ******************* On August 24, 2024, I opened an Academy Sports Credit Card through Comenity Bank. A week or so later I get a letter saying that Comenity Bank has closed the credit account. When the statement arrived for what I had charged on the card the day I opened the account I realized that I did not have the whole account number. Therefore I could not access the account online to submit a payment. I couldn't even use their easy pay system due to not having the account number. So, I had to mail in my payment. Which I did on the morning of October 3, 2024 for the full statement amount of ******. A few weeks later I get another statement for a $30.00 late fee. I attempted to call customer service but was unable to get anywhere without the account number. I wrote a letter and mailed it on October 25, 2024 and waited for a response. Another statement came with a new balance of $63.00, that includes another $30.00 late fee and a $3.00 minimum interest charge. Therefore I wrote another letter on November 21, 2024. As of today December 1, 2024 I have received no response. I am wanting these late fees removed and the account to reflect a zero balance.

  Business Response

  Date: 12/03/2024

  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.