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

  
• 

  Alliance Data

  PO Box 869 Milford, OH 45150-0869

• 

  Alliance Data

  PO Box 349 Milford, OH 45150-0349

• 

  Alliance Data

  PO Box 580 Milford, OH 45150-0580

• 

  Alliance Data

  PO Box 889 Milford, OH 45150-0889

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:04/15/2025

  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 purchased a ring through Zales in 2022 for my fiance and it was financed through commenity capital bank. I made my payment every single month until I paid off the ring. The last time I paid I went into the app, it showed my remaining balance and I paid it off. Fast forward 4 months later and I am getting text messages from them about owing $80. I thought it was a scam so I called the companys corporate number.

  I come to find out that for whatever unknown reason they only took out $80 and not $84 and they have been hitting me with late fees every month for $4. I was not contacted 1 time in these months. This is absurd. This is a scam and absolutely malicious.

  When I let the agent on the phone know I paid it she repeated that I owed money, so I explained again I paid it off and asked to speak with a manager to which she refused. Its ridiculous that I paid this company $100s of dollars in interest and then they try and rip me off for $80 and dont even have the courtesy to transfer me to a manager.

  This entire thing was doesnt sneakily. I wonder how many others they get like this? All over $4? And to top it off its $4 I dont even owe because I PAID OFF THE BALANCE!!!! Unfair and shady business practices.

  Business Response

  Date: 04/15/2025

  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: 04/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.]  
  
  Complaint: 23207190
  
  I am rejecting this response because: this is not a response. Its a reminder to make a payment. It is clear the company is not taking this matter seriously and are only concerned with scamming people out of money . I included their response above in the screen shot. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:04/15/2025

  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.

  I had an account (********) with the Buckle and closed the account in 2022 with a balance of $822.00. I then enrolled the debt into a debt consolidation program, ***** ******** Law Firm to relieve this debt. I believed this had been resolved and the debt consolidation company closed in late 2024 and I was then notified that this debt was not resolved, but the ****** has since charged me monthly late fees and accrued interest, totaling $3881.25. I reached out to them to resolve the outstanding amount, plus an addition $500.00 and they refused to work with me. I would assistance in resolving this amount that is owed, it is being reported to my credit report each month and still being charged each month for late fees and interest. Thank you!

  Business Response

  Date: 04/15/2025

  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: 04/15/2025

  [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,
  
  **** Power

• Initial Complaint

  Date:04/14/2025

  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.

  I have a Michaels Credit card. I never received my statement, which they charged me $2.99 for. They also charged me a late fee which I was told would be refunded in full $30 in 3/20/2025 by the supervisor I spoke with. They only issued $15 and I have been trying to contact them. They have blocked me from calling them and I still have a balance on this card. This business is very unprofessional and every time i try and call I can't get through. It tells me that "I am not authorized to call this number". Why would a business do this when they know I have a balance which needs to be resolved. At this point, I want the $15 credit as promised, the $2.99 statement fee and this credit card to be closed. I can't do this if I am not authorized to call them.

  Business Response

  Date: 04/15/2025

  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:04/14/2025

  Type:Customer Service 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 tried to open a credit account to purchase a laptop online with hp. I process all the transaction and then was emailed that you will receive a welcome packet it 10 days. I have stage 4 cancer and needed my computer that day to speak to doctors. I get no Cc num just said hey you'll get it in the mail. I finally get and email saying you will get your cc in 10 days. I called the 800 number and was told we will close your account in 10 days ? Why? I bought nothing!! I want it closed now. I get no email notice hey your account is closed. The lady stayed hey you'll get notice in the mail but the process takes 10 day? So what I'm screwed regardless because I spent money i don't have to buy a computer now the Cc that I applied for wants me to wait. Terrible service! I called today 4 14 to be closed. It should be closed today and I should get an email notice today. These people are crooks and taking advantage of people!! Let alone i have enough stress f rom chemotherapy

  Business Response

  Date: 04/15/2025

  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: 04/15/2025

  I don't have an account closure notice as she stated it will take 10 days. She stated it will be in the mail and yet I have to received the cc open statement. I want to know this account is closed to keep my cee it good standing. All.i have is her word of.mouth. 

  I will email you any information as you requested 

  egards,
  
  ********* ********

• Initial Complaint

  Date:04/12/2025

  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 went for a dental procedure in September 2024 which was never completed. I asked Commenity bank to investigate and dispute the dental claim with the office, but they did not thoroughly investigate and cannot provide proof of my receiving service yet continue to attempt to charge me and harass me. I did not receive the service I was supposed to and therefore my loan should be cancelled and/or adjusted appropriately.

  Business Response

  Date: 04/14/2025

  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: 04/15/2025

  Commenity bank has not reached out to resolve this, but instead continues to call and threaten and harass me and refuses to properly investigate. They also have not properly updated my credit report.

  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/12/2025

  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.

  I received a letter from Comenity Capital Bank which stated that had suspended my AAA Visa credit card account because of “security concerns and/or irregular transactions”. I called to find out about this. The person asked a lot of questions about how my account had been used recently. I was able to answer all the questions, and there was nothing unusual about how it had been used. The person then wanted to text a code to my phone but said they couldn’t do it because my phone number was not verified. However, they have had this phone number with my account for about three years. A few days later, I decided to close this account since I cannot use it. I called and tried to close the account, but they refused to close it. I now have a credit card account that I cannot use and cannot close.

  Business Response

  Date: 04/14/2025

  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:04/11/2025

  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 opened a credit card with Ulta on 10/16/2024 and made a purchase of 40$ this was the only time i ever bought something using this card!!

  Since that date I have been trying to close the card. Yet the representatives you pay to wont disclose information to you about your account. The first time I paid they added a late fee I was unaware of but I paid what the representative told me was my full balance and told them to close the account.

  They charge you interest of 3$ on your balance the 7th of each month, yet bill you the 1st, so you are unaware you will be getting charged afterwards. Then, they charge you a 40$ fee when that interest goes unpaid. On top of this, a representative failed to tell me i couldnt pay with my credit card (I chose to pay with a members only card since they have added customer protection) and the representative told me my payment went through. In reality, it had declined so my remaining balance grew after months of me thinking my account was closed to 170$. The next customer rep I spoke to got 70% of my balance waived immediately so I paid 43$ to finally never hear from them again on 04/07. Thinking the interest would be included in what I paid. This was not the case and i was billed 9$ for interest on top of 2$ i was charged because my balance was originally 41$ after she waived these late fees yet I paid 43$.

  I asked a representative for my full file and all interactions Ive had to start a claim against them given that the only way to do so is by mail and they never sent me anything. This company and its representatives conducts business in a way that is deceptive and I will not be shopping at Ulta anymore due to this horrible experience. Another thing I think should be noted is they print your full credit card number on your billing statement in pixelated font on the bottom of the letter and each card has a 3.6k starting limit. This is so unsafe and shows the lack of care or safety they have for their customers!

  Business Response

  Date: 04/14/2025

  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:04/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the company to receive my balance as I wanted to pay off the charges. I paid the amount I was told was due. I called back to verify there was a zero balance and my account was closed. They are now sending me a bill stating that I owe them interest plus a late fee on that amount... I want them to remove the $16.38 from my account as I feel it is fraudulent to add interest and late fees after being told there was no balance and the account was closed.

  Business Response

  Date: 04/11/2025

  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:04/11/2025

  Type:Customer Service 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 and received the Bread Rewards Card, but I want to close the account. Too many issues with this card. it is a bad card. The automated system and the computer both said my card was "active", but when I used it in a grocery store, it was declined, and I never made a purchase before. The grocery store was my first time. It was declined. I later called customer service which was hard to get. They told me my card was NOT activated. Yet, on the website and on the app it said it was active. So I decided NOT to do business with this card. I took out my checking account information in my personal information online and I called customer service to close the **********************. I called again to confirm, and they said it was closed. But yet, online, it shows that my account is not closed. I was able to LOCK my card after I talked to customer service, who said I cannot lock my card if my account is closed! Your website and your customer service is conflicted! I feel it is NOT SAFE to do business with you. So I want this account CLOSED!!!!

  Business Response

  Date: 04/11/2025

  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: 04/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23190398
  
  I am rejecting this response because: THERE IS NO LETTER FROM COMENITY BANK!!!!  I JUST WANT MY BREAD REWARDS CARD ***CANCELLED***!!!!  THIS BANK MUST BE AS MESSED UP AS THEIR FAULTY, NON-FUNCTIONING CREDIT CARD, WHICH IS ONE BIG SCAM!!!!!
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/10/2025

  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 November 2022, I opened a line of credit through Alphaeon Credit at LaserAway to finance a cosmetic service, totaling approximately $4,994. I was told I was signing up for a 24-month 0% interest promotion. Based on that, I proceeded with the purchase and made consistent, on-time monthly payments for two years. However, I recently learned that the promotion was actually DEFERRED interest, not 0% interest. Because I didnt pay off the full balance by the end of the 24-month period, Alphaeon charged me 24 months of retroactive interest (in the amount of $2,800) all at once a charge I never expected and would have avoided had the terms been clearly communicated. Because my autopay continued as usual, I didn't catch this until a few months later. The total amount of interest they have now charged me is $3,284.11.I diligently set up Autopay as soon as I opened the loan and paid every single month the loan was open. When setting up autopay, Alphaeon prompted me to select the minimum payment option, which gives the impression that youre on track to pay off the loan within the promotion window. But in reality, the minimum payment option is nowhere near enough to satisfy the balance in time meaning most customers who choose it will automatically incur retroactive interest. It feels like a deliberate trap.When I contacted Alphaeon to dispute the charges, they refused to remove the interest, citing that the terms were disclosed. However, the promotion was misleading at the point of sale, and the payment setup on their site contributes to the misunderstanding. Ive made every effort to resolve this directly, and theyve offered no resolution or goodwill adjustment.I believe Alphaeon is engaging in deceptive lending practices and profiting from consumer confusion. Im requesting that they remove or significantly reduce the retroactive interest charges and revisit how their promotional terms and autopay system are presented to consumers.

  Business Response

  Date: 04/11/2025

  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.