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

2,382 total complaints in the last 3 years.
585 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:06/20/2025
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 paid off my loan, the total amount due on that day. I made 2 payments that month to pay it in full. The whole loan was paid in full months before the 0% interest period ended. After I paid it off they added a late fee. I went online asked if it could be waived. They said yes. Then reached out and said I owed $30, I asked for what they said a late fee. I confirmed it was waived, they said only 15 was waived and asked to speak to a supervisor. On 3 separate occasions Ive waited on hold once for over 30 minutes and no one ever came back on the line. Now I log on to pay my credit card and my score has dropped over 40 points because of a 30 day late theyve reported on my credit. Now they call 5-6 times a day and when I answer and try to talk to a supervisor Im placed on indefinite hold. I think a class action needs to be established for violations regarding fair lending practices I try to log in online and it requires a credit card number which I dont have because this was a tuition account not a credit card. I received an email that now says I owe ***** so we are adding late charges on late charges? Legal I dont think so!
Business Response
Date: 06/20/2025
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:06/18/2025
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.
THE 1ST TRANSACTION WAS ON 4/11 CASH FROM COMMENITY CAPIT REF # *************JB87 FOR $889.17 I DO NOT HAVE ANY IDEA WHAT THIS PAYMENT WAS FOR AND I CERTAINLY DIDN'T GET CASH FROM THIS BANK.....I HAVE TRIED TO CALL THE PHONE # GIVEN AND IT SAYS IT IS OUT OF ORDER. THE 2ND TRANSACTION WAS ON 4/29 CASH FROM COMENITY CAPIT REF # ********R0000DZ9R FOR $889.17 AGAIN, I DO NOT HAVE ANY IDEA WHAT THIS PAYMENT WAS FOR FOR AND I CERTAINLY DIDN'T GET CASH FROM THIS BANK.....IT GAVE THE SAME PHONE NUMBER THAT COMES BACK AS OUT OF ORDER.
Business Response
Date: 06/18/2025
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:06/17/2025
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.
****************** provides hearing aids for the deaf. There advertising says 12 months of free financing. The product is good. However, the finance company HealthiPlan via Comenity Capital Bank is deceiving customers. When I signed up for the payment plan. They didn't tell you that you must sign up for estatements or you will pay a fee. It took me two calls and finally they reversed my stmt fee but only because I agreed to go paperless. This was NOT on the original contract. Deceiving. Next, I pay all my bills via Bill *** through ****************. I have never been late on a payment, EVER. But they do not accept electronic payments so **************** mails out a check. When you make the payment via **************** it tells you to make the payment by this date to avoid being late. Well I sent the the Bill *** check 12 days before the due date and they charged my a late fee. I told them I was not late. They argued and argued and only did a partial refund of my late fee. This is deceiving customers. I was not late. I spoke to a supervisor and made a complaint. Heard nothing. I also submitted a complaint online, heard nothing. They still have not reversed the entire amount of the fee. They told I should know that it may take up to 25 to process the payment. Where does it say this? What business does this? I need them to take responsibility for not having a good payment system plan in place. I am eldery and my guess is they are taking advantage of us.
Business Response
Date: 06/17/2025
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: 06/28/2025
I have not received any communication from them so I am not sure why you would close the case.
Thank you.
Tom.

Customer Answer
Date: 07/10/2025
I am attaching the response letter from Comenity.
I 100% disagree with them. They say they gave me a courtesy waiver for the statement fee, however, when the ******************* enrolled me with this payment plan, they never mentioned a statement fee. This is very deceiving, and a customer should not have to be forced to go to paperless statements.
The second issue of only partially removing the late fee. This is also deceptive. I pay all my bill with ***** ***** **** Pay. When you enter the amount, it tells you when the payment should arrive. I enter the payment on April 15, **************** system says should arrive by April 22nd. The due date is on the 27th. I can prove the payment left my account on April 15 for $250 because it is on the statement. You are telling me I am being held accountable for them depositing the payments late. Again, this is not how you do business. This is a way for a company to steal money from consumers. They said on the phone that I should know to send it 25 days in advance. I asked them where it says that on the statement. It does not say anything, and they have no response to my question. This is a terrible way to do business and deceptive.
Please help.
*** Stanich
Customer Answer
Date: 07/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23481292

I am rejecting this response because:
I am attaching the response letter from Comenity.
I 100% disagree with them. They say they gave me a courtesy waiver for the statement fee, however, when the ******************* enrolled me with this payment plan, they never mentioned a statement fee. This is very deceiving, and a customer should not have to be forced to go to paperless statements.
The second issue of only partially removing the late fee. This is also deceptive. I pay all my bill with ***** ***** **** Pay. When you enter the amount, it tells you when the payment should arrive. I enter the payment on April 15, ***** Fargo system says should arrive by April 22nd. The due date is on the 27th. I can prove the payment left my account on April 15 for $250 because it is on the statement. You are telling me I am being held accountable for them depositing the payments late. Again, this is not how you do business. This is a way for a company to steal money from consumers. They said on the phone that I should know to send it 25 days in advance. I asked them where it says that on the statement. It does not say anything, and they have no response to my question. This is a terrible way to do business and deceptive.
Please help.
*** Stanich

Regards,

*** *******
Customer Answer
Date: 07/14/2025
I am very disappointed in the outcome. I can prove I was never late on the payment according to ***** ***** **** Pay history. Yet, they are still able to charge me a fee. That is deceiving. I was never late on generating the payment. The company posted it late.
In addition, the charge for statement fee was never disclosed to me so they act like waiving the statement fee is a courtesy. This again is deceiving consumers. I would have never signed up for this finance had I known what their practices are.
I thought BBB holds businesses accountable for deception practices.
Who can I escalate this to?
Thanks ***.
Initial Complaint
Date:06/17/2025
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 had a Store Credit Card that was issued my Comenity Capital Bank for *****. I used the card regularly for years, I always paid off my card balance in full and I was never late. I moved to a state where I no longer needed to use the Card.
When I moved again and I was ready to start using the card I logged in to update my address and request a new card. Imagine my surprise when I was notified that my account had been closed by the bank a year prior due to inactivity and for my security.
I was then informed that I could not have my account re opened and I would need to RE-APPLY to get a card. My account was closed with no balance and in good standing and somehow without informing me they were able to close my account. I never received a phone call, text, email, letter or anything to inform be that my account would be closed, further more, my card has not even expired yet.
To close my account without informing before its expiration has left me in a place where I no longer want to get any store cards if I know theyll be issued by this Bank. The person I spoke with in customer service was friendly but ultimately there was nothing he could do. Just bad business practice all around.
Do Better.
Business Response
Date: 06/17/2025
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.
Initial Complaint
Date:06/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Comenity Capital Bank was caught manipulating payment posting dates. This is fraud.
Comenity then charged me a $30 late fee. This is theft.
Despite evidence provided, Comenity returned half the fee as a 'one time courtesy', and proceeded to tell me how to avoid future late payments. This is an insult on top of fraud and theft.
I've held my AAA **** card for 27 years, long before BofA sold it to Comenity in 2022. I have never missed a payment.
When I discovered the fraud, I provided them with proof of the actual posting date which was one day before due. I also had my **** *** call Comenity supervisors directly to confirm the early posting. This was ignored, and my credit ***ort is now vulnerable.
I have requested further documentation from ****************** to bank payment post date: 6/6/25 - Payment due date: 6/7/25 - ************ date: 6/10/25
Business Response
Date: 06/17/2025
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: 06/18/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** ********
Initial Complaint
Date:06/17/2025
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.
Declined transaction of 2k. Called my bread Amex and no one knows why ?!?
Business Response
Date: 06/09/2025
The Bread (Cashback) card account noted in this complaint is issued by Comenity Capital Bank. Their partnership with American Express allows them to process transactions on the American Express payment network; however, for security and confidentiality, we do not have access to the account. Although this credit card bears the American Express logo, Comenity Capital Bank issues, manages, and is responsible for all aspects of the account. Please forward this complaint to Comenity Capital Bank for research and response.
Business Response
Date: 06/17/2025
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.
Initial Complaint
Date:06/16/2025
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 a credit card with commenity bank, paid my ulta bill in fulll, they waived the $15 late charge, i got my bill they are charging a late charge on the late charge after the bill has been paid in ******* dont understand how they can charge me $.15 late charge on a late charge after the billhas been paid in full, i spoke a senior acct *** who was not able to correct the problem, please help me i am a senior cittzen on a fixed income once this is resovled i wish to close the acct for good
Business Response
Date: 06/16/2025
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.
Initial Complaint
Date:06/14/2025
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.
In reference to my Commenity Credit Card through *******. I contacted billing to obtain a payoff amount for my balance.. I paid the quoted outstanding balance in full prior to the due date for the billing cycle. Two days later on my statement I had a $30 interest charge.. I attempted to explain this to multiple customer service representatives who only had a lukewarm relationship with the English language. They tried to tell me thatthe $30 was a valid interest charge based upon the balance for the billing cycle. They could not grasp the concept that the balance was paid in full (the amount that was provided by Commenity) and the fact that any number multiplied by zero equals zero. Im seeking a removal from my account of the invalid interest charge..
Business Response
Date: 06/16/2025
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.
Initial Complaint
Date:06/14/2025
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.
On February 3, 2025, I mailed a check to Comenity to pay the balance of my Dell Computer account. They processed my payment approximately 2 weeks after I mailed it (February 18, 2025) causing a late fee. They have added lates for the last 4 months and have caused my credit score to drop 79 points as a result. Today I paid $82 in late fees just to correct their mistake in an attempt to restore my previously perfect credit rating.
Business Response
Date: 06/16/2025
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: 06/19/2025
To date, I have not been contacted by the business and nothing has been done to correct the damage done to my credit report.

Regards,

**** *****
Initial Complaint
Date:06/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I applied for auto-pay on my Children's Place Credit Card three months ago. When the bill date came for the following month, the auto-pay did not apply, and I was charged a late fee. I immediately called customer service and had the late fee removed. The associate then explained that it can take up to two billing cycles for auto-pay to take effect and assured me it would apply the following month.However, this month, I discovered that auto-pay had not applied again. I waited and called one day after the due date to find out what the issue was. This time, I was informed that I was not actually registered for auto-pay. I needed to wait for the current billing cycle to close to get registered, as I had made a payment for the full balance on the same day.I inquired if I would still be charged a late fee, and the associate said he did not see a late fee on my account and assured me that my account was "good." Later this week, while trying to set up auto-pay again, I noticed a $30 late fee applied. I called customer service and spoke to an associate who confirmed over the phone that auto-pay now applied since we set it up together during the call. However, she also mentioned that the previous associate was incorrect in saying that I had not incurred a late fee.I am frustrated because, several months later, I am still trying to set up auto-pay for a credit card, and the system seems faulty or not working as advertised. Each associate provides different explanations, and I am receiving conflicting information.
Business Response
Date: 06/13/2025
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
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23463266

I am rejecting this response because the investigation is incomplete. Once concluded, and if I agree with the outcome, I will gladly close the case.

Regards,

****** *****

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Comenity Capital Bank is BBB Accredited.