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 427 Milford, OH 45150-0427

• 

  Alliance Data

  PO Box 869 Milford, OH 45150-0869

• 

  Alliance Data

  1103 Allen Dr Milford, OH 45150-8763

• 

  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:07/18/2022

  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 July 13, 2022, a duplicate payment was erroneously debited from my checking account. My efforts over the past several days to resolve the issue have been in vain. Phone calls made on mornings, afternoons, and evenings to all the available listed numbers end with the same message that "our offices are temporarily closed" and then I am disconnected. The company's online chat feature does not let me connect to a live agent. I left a secure message through the credit card's website, which was supposed to be answered within 48 hours. When I did finally receive a response --after more than twice that length of time--I was told to call one of those numbers I had been calling repeatedly. I request that a check be mailed to me for the amount that I am owed, which is $532.90. The attachment shows this credit balance as well as the fact that $731.87 was debited TWICE on 7/13/22.

  Business Response

  Date: 07/25/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:07/18/2022

  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 Victoria Secret Credit Card that have had for many many years and recently got my monthly statement. I noticed I got charged for the account assurance program (which is something you enroll just in case you are not able to make a payment for being involuntarily unemployed) for $20.93 which caused me to go over the limit on my card. I am not nor have ever been enrolled in this service. I called last week about it and was told it was something that accidentally got charged to many many people accounts that had this service at one point or canceled it due to a system upgrade or enhancement. I was also told that it would be refunded back to my card and any fees or anything associated with it would be corrected. Ita been since July 1st I have been dealing with this and it is still not corrected and when I called back today, I was told it needs to be escalated to a supervisor and I will (or might) get a call back within 3 to 5 business days about this issue. This is unacceptable for a company to do and on top of that affect my credit in a negative way. They are well aware of the issue but it has still yet to be resolved. I am not ok with being told one thing and then doing another especially without my permission and need help getting this resolved.

  Business Response

  Date: 07/25/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:07/18/2022

  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 applied for services with cosmetic facility called "South Florida Center" which they do business with, I was approve for a procedure that had to be cancel, due to me having health issues and couldn't do the procedure. However the doctor still end up charging this card. I reach out this company let them know those charges where fraudulent, the never address this instead they sold my account to midland collections account, they sue for services that where charge as fraud. They are now trying have to pay over $7k for something I never got done, they should recall the charged from this doctor. I believe they are in business to do this, with each other. I found out there are other customers that also went through this approve and vendor did this to them, instead going after vendor they go after the customer. They do not try to help them. I cannot pay for something is not mines. I want for them correct this, charges. See is charges charge fraudulently.

  Business Response

  Date: 07/19/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:07/18/2022

  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 2 elliptical machines. The that I was sent was not the correct item. I bought a 2nd one with my store card that did not work. I had to go inside the store & an employee finally figured out that my card would let me buy a gift card then make the purchase only. The first workout piece is not showing up on my online account. I received the item with a few missing pieces, extra pieces. The machine squeaks, wobbles, & the bolts with nuts fall out. I paid off the bill in full. I got another card in the mail to activate which I figured was for a 2nd account. Later I received a bill & late fees. I called and the guy told me he could remove the 2 late fees. He came back from putting me on hold & said no he could not remove them because my account was closed through the automated system. I never closed my account, I only paid off the bill.

  Business Response

  Date: 06/29/2022

  Dear Valued Customer,
  
  Thank you for choosing Academy Sports + Outdoors.  We value you as a customer and appreciate your feedback. We sincerely apologize for your experience while shopping at one of our stores.  On your behalf, we partnered with Comenity Capital Bank. Comenity Capital Bank does not discuss or share any account information to align with their security and privacy policies. At this time, Comenity Capital Bank has been reviewing your transactions and will update you personally on any account inquiries.
  
  Thank you again for choosing Academy Sports + Outdoors and we look forward to assisting you.  If you have any questions or additional comments, please feel free to contact us via online chat or at * *** *** ****. Have a good day.
  
  Sincerely,
   
  Customer Care Team  
  Academy Sports + Outdoors
  www.academy.com

  Business Response

  Date: 07/19/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 08/01/2022

  Academy Sports Bill ****** ******* v Comenity Ct 17448289
  ****** *******
  Fri, 29 Jul 2022, 12:41 pm
  I received this today after being told my account was 0 out. 
  
  Sent from Yahoo Mail on Android
  Attachments:
  IMG_20220729_114030404.jpg

• Initial Complaint

  Date:07/18/2022

  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.

  Account #**************** The account is inaccurate under 15 U.S.C. 1692g validation of debt. COMENITYCAPITALBANK/DENT has been reporting inaccurate and incomplete account information to my credit file. In addition, while the collector attempted to collect a debt that is not mine, they broke 15 U.S. Code § 1692k - Civil liability. I am maintaining a careful record of my communications with you for the purpose of filing a complaint to the FTC if the non-compliance continues. Like, Wenger v. Trans Union Corp., No. 95-6445 (C.D.Cal. Nov. 14,1995), COMENITYCAPITALBANK/DENT may be liable for your willful non-compliance. Also, in Fisher v. Equifax Information Services LLC (D. Ariz. 2018), COMENITYCAPITALBANK/DENT may be liable for false reporting. Credit reporting laws ensure that bureaus report only 100% accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be reinvestigated. I respectfully request to be provided proof of this alleged item, specifically the original application, contract, note, other instrument bearing my signature and payment history. Under 15 U.S. Code § 1681d - Disclosure of investigative consumer reports; you are in violation. I have attached the definition so you can see the violation! (a)Disclosure of fact of preparation A person may not procure or cause to be prepared an investigative consumer report on any consumer unless— (1)it is clearly and accurately disclosed to the consumer that an investigative consumer report including information as to his character, general reputation, personal characteristics, and mode of living, whichever are applicable, may be made, and such disclosure (A) is made in a writing mailed, or otherwise delivered, to the consumer, not later than three days after the date on which the report was first requested.

  Business Response

  Date: 07/19/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 07/19/2022

  I am rejecting this response because: 
  
  I want you to provide the finding’s to the BBB and to me certified mail to ensure that this is being handle correctly and the validation of debt is being handle correctly.
  

• Initial Complaint

  Date:07/18/2022

  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.

  Payment made on June 1, 2022 and still does not show on my account. I was told they did not receive payment. I sent a proof of payment from my bank that shows the payment was made on June 1. I have spent several hours on the phone with several representitives with no resolution.

  Business Response

  Date: 07/19/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 08/03/2022

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

• Initial Complaint

  Date:07/18/2022

  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 received my bill from Famous Footwear that was due on July 3, 2022. On June 30,2022 I tried to make my payment online but the system was down. I called the phone number listed on my card 1-800-433-0091 that payment service was also down. I called our local store in Arnold Missouri at 636-548-7092 and spoke with Alexis, she told me I could come into the store and make my payment. So I went out of my way and took time off work to make sure I made my payment before the July 3, 2022 due date. I have the receipt from the in store payment. When I received my bill due August 3, 2022 it does not reflect my payment in store on June 30, 2022 and they have charged me a $30 late fee. I have tried sending the receipt with a message online to Comenity several times and my message is rejected, I have tried calling the customer service phone number listed above several times and it hangs up on me. I feel as if my only option left is to contact BBB in hopes of getting this settled. This is terrible customer service and it is negatively impacting my credit. I have attached pictures of my billing statements for July and August 2022 and a picture of my receipt from June 30, 2022. Please let me know if any additional information is needed.

  Business Response

  Date: 07/19/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:07/18/2022

  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 needs to make adjustments to my credit account, to bring the balance to zero, which is what it was before this transaction and their negligence. I'll explain: Last April, I received notification of an auto-renewal of club rewards. I was not aware it would auto-renew, so I contacted them THAT SAME DAY and requested cancellation. I was told the charges would be reversed. They were not reversed until 6/21, so now I have incurred interest charges and late fees due to this one transaction, that was supposed to be canceled before the late fee and interest charges were applied. Attached is a document containing a detailed summary of events and correspondence regarding this matter.

  Business Response

  Date: 07/06/2022

  To Whom It May Concern,

  
  We received your complaint and the attached document with a summary of events. We here at Overstock do not have the ability to see your account with Comenity Capital Bank as that is considered sensitive information and only for the bank to see.

  
  I do see the time frame from April until June for your refund to be processed for the cancellation of the Club O membership. It does also show it was due to the auto- renew. The membership is canceled, and the customer has been refunded for the membership and the auto-renew is now in the “off” position within the Overstock account.

  
  To have anything removed from the Overstock Store card account such as fees or interest the representatives within the Comenity Capital Bank are the only ones to process these adjustments.

  
  To contact Comenity Capital Bank you may call them at:
  Phone Number: ###-###-####
  Hours of Operation: Monday- Saturday 8AM-9PM EST
  Closed: Sundays and major holidays
  
  Comenity Capital Bank
  ** *** ****** ********* ** **********
  
  You can sign into your Overstock Store card account: www.comenity.net/overstock you can send a message through there as well.
  
  Sincerely,
  
  Overstock

  Customer Answer

  Date: 07/08/2022

  
  Complaint: 17520599
  
  I am rejecting this response because:

  I still cannot resolve this. I have made 3 attempts to contact Comenity Bank  is phone. In every attempt, when I finally make it through the phone tree, I receive a message saying “we are working to restore customer service. Please call back at another time.”  When I try to contact them online, I’m given only two options:  Easy Pay or review the FAQs (see attachment).

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/19/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:07/16/2022

  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 an Ulta Master card account in-store, using the keypad on 12/17/21. One of the questions while opening the account with the keypad was a requested billing date. I chose the 6th of everything month due to mortgage being due the 1st, which any normal person would choose another date as well. I did not receive the actual card and pamphlets until 1/10/22. That same day I activated the card and enrolled for online payments. I made the first payment, in full, on 1/10/22 making the card balance $0. I made a purchase on 2/17/22, but was not due until April. I paid my April statement in full on 4/2/22, assuming my selected billing due date was the 6th, which meant that payment was 4 days early. Unbeknownst to me, assuming my balance was $0 and selected due date was the 6th, I was charged a late fee, plus interest of $31 on 4/5, claiming my 4/2 payment was past due. Another billing cycle goes by, still assuming my account was $0, I was charged a second late fee, plus interest for a total of $64. I started receiving calls, no details mentioned other than I had a past due amount of $64. Not really questioning, I paid that balance in full on 5/10, but again was never told the bill was for accumulated late fees with interest. I recently received a bill of $4 for stacked “minimum interest charges” against my $0 balance account so I called to CS and Managers where I explained all of the above. They tell me they can only credit me $31 for ONE late fee and I have to make 2 billing payments to put my account back to good standings, yet I have proven to them the dates were a misunderstanding, I was wrongfully charged the first late fee, not given the obligatory option to wave, charged an additional late fee, and I that continually receive $2 interest charges every month on a $0 balance account? I’m requesting the full $64 to be credited for wrongfully being charged the late fees with interest against a $0 balance account with proven excellent payment history.

  Business Response

  Date: 07/18/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:07/16/2022

  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 January of 2021 I purchased a BJs membership . I did not renew but BJ automatically renewed my membership and started sending bills for the membership. I have called numerous times to get this charge removed and cancel my membership canceled but Commity Bank keeps calling and even threatening me. I took the steps they told me to take but they continue to harass me each month since February 2022. Can you please help me I’m on a fixed income and can’t afford it .The bill I uploaded shows a number ********7 the name Joan I followed Joan’s instructions but the bills keep coming every month with numerous calls. I was told that the number was a cancellation number

  Business Response

  Date: 07/18/2022

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.