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

2,525 total complaints in the last 3 years.
575 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:02/10/2025
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 signed up for a ***** Beauty Rewards Credit Card back in *******. I never got my Credit Card upon approval of my Application and I never got a first bill. But then 2-8-25, I got my first bill, still no Credit Card, but I was charged $30 Late Fee along with $2.99 Statements Fee, I called several times to get on Paperless to NO Success, I called about my Credit Card and a bill, NO Success. I called ***** Rewards Comenity several times in February, 2025, was told about the 30 dollar Late Fee, I was Credited ONLY *****. The Agents argue and yell at me on Recorded calls, they REFUSE to give me my entire Late Fee Refunded to me. I find this to be Unprofessional, Cruel and Unusual to make an innocent Person like me to Pay $30 for a Late Fee with NO bill, NO Account access, NO knowledge, for a bill I NEVER got, when I tried to Pay even without a bill, NO one would give me my Account number until I finally drove to an actual Store that knew nothing about the Process, after a few Stores, I finally was able to find a Nice NORMAL Employee who helped me and told me to File a Complaint.
Business Response
Date: 02/10/2025
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:02/10/2025
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.
I purchased a new computer last year as well as the McAfee anti-virus. I have since paid off the computer and didn't open e-mails from **** thinking they were advertisements. It turns out that they auto-renewed my McAfee anti-virus without my ordering. It is beyond difficult to get in touch with anybody at **** and their billing company is absolutely of no assistance. I finally got **** to refund the unathorized purchase; however, the financial company is charging me a late fee for something that I didn't purchase. When I called to ask how I could be charged a late fee for something that I didn't order or authorize to be put on my account, I was told that because I didn't pay it before getting a refund, I still owed the late fee. That is ridiculous! Still unable to get in touch with anybody at ****, I was able to get in touch with somebody at the financial company. The statements you receive from this company don't even list what the charge is for. The suggested I file an appeal, but still owed the money while the appeal was being reviewed. I have an extreme hard time understanding how I can owe a late fee on a purchase I didn't make. This sounds like a scam to me. I closed the account so that nobody could ever charge anything without my consent again and was then told that I couldn't get a refund because my account was closed.
Business Response
Date: 02/10/2025
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: 02/18/2025

'**** *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
Feb 16, 2025, 12:50 PM (2 days ago)
to **********************************************************************************************

I am at a loss! **** finance has now added a $25 late fee to the $20 previous late fee that initiated this complaint. What am I to do? I have not heard anything from them since I filed this complaint. I previously filed an appeal with Comenity as instructed by the *** that I spoke to, but I have not heard form they as yet either.

From the message below, I am under the impression that I will be receiving correspondence from ************ regarding this complaint, but as of yet, I have received nothing but a new bill charging me another late fee for this unauthorized purchase.
Customer Answer
Date: 02/24/2025

'**** *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
Feb 23, 2025, 9:45 PM (10 hours ago)
to **********************************************************************************************

Below is the response from Comenity.

Thank you so much for your assistance.

**** *******
Initial Complaint
Date:02/09/2025
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 2021 I unknowingly opened a line of credit with Comenity Capital bank at an Academy sports and made a small $20-$30 purchase. I assumed the purchase went on a different account of mine. Months later, I was surprised to find that the small purchase was unpaid on credit and 60+ days late. I immediately paid it off. When I reached out to Comenity capital Bank to let them know that I was unaware of the line of credit and purchase I had on their account, they replied, saying they could not remove it. This is the only occurrence of a late payment in my life. I have kept a zero dollar balance since. Three years passed and Comenity capital Bank closed my credit line with them. Now a total of 3 1/2 years have passed and it still negatively affects my credit. Why wont Comenity capital Bank do something about this or understand that I made an honest mistake on a small purchase?
Business Response
Date: 02/10/2025
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:02/08/2025
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.
Paid $52.86 for ********* credit card. On December 3, 2024, Comenity converted my check payment to an ACH transaction and posted the transaction on December 4, 2024. On December 29, 2024, Comenity informed me that they did not receive a payment from me and charged my credit card late fees and interest. I called my bank, ****************, and they confirmed my payment cleared on December 4, 2024. Comenity insists they did not receive my payment. I mailed proof from my bank showing the transaction details and the bank representative stamped the printout with his stamp. I also opened a claim with my bank. The provided Trace #*************** for Comenity to trace against their bank account. To date, Comenity Capital Bank refuses to apply payment to my account even though I provided bank proof of payment. They also added late fees and interest charges I should not be required to pay. I did nothing wrong. I paid my credit card bill as soon as I received it and my bank proves it. If I had not paid it, the bank would not have details of the transaction. I want this debt cleared from my account. Comenity is threatening to turn me over to collections. I want my account cleared of the charges and I want my account closed. I will never use my ********* credit card ever again. I don't feel it is safe and I don't trust Comenity Capital Bank at all.
Business Response
Date: 02/10/2025
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:02/07/2025
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.
BBB transcribed from hard copy complaint form:
June 2024, my husgand robert Postma, an arte teacher to your & adults with devlopmetnal & phusical handicpas shopprd for art supplies @ Michaell's where he has shopped for more than 25 years. The cashier set him up with a Michael's credit card.
When we received their statement were were surprised that the purchases were on that card. We called Comenity to candel the card, went to Michael's to pay the bill and did nto succeed due to card cancelled. Called Comenity to pay without success, tried to pay online thru our bank without success. We only had last four digits of acct number, so I mailed a check. It was posted to our account ten days later which created the first late fee.
Business Response
Date: 02/07/2025
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: 02/20/2025
Dear *********,
We have received no notice from Comenity Capital. We continue to watch for any correspondence from them and will forward that to you as requested. We thought we had ten days to receive their contact.
We are grateful to you for handling this complaint for us. We hope to have that reopened when we hear from Comenity.
Customer Answer
Date: 02/21/2025
Dear *********,
Today we received a new statement from Comenity with only new Fees charged in amount of $41.00 plus Interest of $6.76. Our new balance is now $312.64. We have no mention from them of our complaint to you at BBB.
We look forward to hearing what should be our next step. Do you need a copy of this statement or any other information regarding our complaint. If so, it will be easier for me to mail through postal if that's okay. Thank you for your help.
Customer Answer
Date: 02/24/2025
Dear ********* **********: Today we received a letter from Comenity Capital Bank advising us that they have credited our account for all late fees and interest charged to us in amount of $312.64 leaving us a zero balance due. We feel we could never have received this blessing had it not been for your help in communicating with them. I hope to attach a copy of the letter for your records. If I fail in my tech skills in trying that, I will send you a copy via USPS. We have spent the last eight months trying to have them know our innocence. You and BBB of Central Ohio accomplished that for us and we thank you and pray God's blessing on all of you.
Sincerely, ****** ******, with communication from his wife, Phyllis
Initial Complaint
Date:02/06/2025
Type:Order 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.
********* had my underaged daughter (17 at the time) open a credit card to pay for $3000 worth of treatments that she has not received. Frequent contact with the company refuses to refund the amount and close the account. As I understand, It is illegal to open a credit card for a minor. Credit is under the name **** ** *****
Business Response
Date: 02/06/2025
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: 02/19/2025
I accept the business's response to resolve this complaint.

Regards,

***** ****
Initial Complaint
Date:02/04/2025
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 received an offer from Bread American Express card in Dec. of 2024/Comenity. The offer stated that if I spent $1,000 in the first 90 days, I would get a cash rebate of $200.
In Jan. of 2025, I received my 1st bill. I pay my bills online.
On Jan. 3, 2025, I made a payment to to Bread in the amount of $723.89, which was the balance posted at the time. I had to enter my bank account number in twice. As it looked like it went through fine (I received no error). A message popped up that read Thank you for your payment," I had no indication that there a was a problem (which I don't think was on my end, or my credit union's).
I went to use the Bread card days later and it was declined. I called Bread and was told that my bank declined the payment because it didnt recognize the account number. I called my bank but they found NO RECORD OF THIS. I called Bread and paid $725.00 (in this time, a few other charges had come in, so I just rounded the amount up) on the phone and was told that my card would be unfrozen.
Days later, I went to use the Bread card again, and it was declined. I called up Bread thinking they had made a mistake, and was told since this "error" in my initial payment was considered non-payment my account would be frozen for three billing cycles! I spoke to a manager who told me that if I paid the remaining amount of $220.61, which had posted after I paid the initial $725 over the phone, the account would be unfrozen in 15 days. He told me to call back on Feb. 3rd to ensure this, which I did. I spoke with a manager with the name Able, ID # ****, who told me that the account would remain frozen for 3 billing cycles. Period.
This put me way out of the 90 days with only $55.61 to make the $1,000. In other words, they froze my account just a few dollars more before $1,000, and extended the card freeze until way after the 90 days would be up. Meaning, I would not get the $200 cashback. I looked at WalletHub and there are similar complaints against them.
Business Response
Date: 02/05/2025
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: 02/18/2025
Hello,
This was their response, which is NO response. I called and got the exact same run around. I am NOT satisfied with this AT ALL. The company is a SCAM.
Thank you,
******* Quick
****************************
************

Customer Answer
Date: 02/19/2025
This has been a worthless endeavor. I appreciate the work you do here, but NOTHING was addressed or resolved. They are getting away with scamming people and we obviously have no recourse. Did you not read the last letter I enclosed? Did you not read my response? NOTHING was addressed and when I called, as the letter instructed, they didn't need more information, they just told me the same thing. The number in the letter I sent you was not to another department at Comenity which escalates issues and has more power. It was the SAME number that's on the back of the Bread American Express card!!! Injustice is alive and well in *******, and the public has no one with any teeth to do anything about it unless we can afford a lawyer. Exactly why most of us have to roll over and take it. Shameful.
Initial Complaint
Date:02/04/2025
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 signed up for a Sephora card through comenity bank around 2021. I have never had any issues paying my bills and excellent payment history.
Around December 20th I tried to log in to manually pay the balance I owed on a purchase. It logged me out and would not let me. A common problem with this site. I tried again a few days later and saw that an automatic payment went out when I never ever authorized automatic payments. It then also said that it returned the payment and I owed a return check fee.
The only bank linked to my account is a legit one. I called to dispute it and was told there was unusual activity and not to worry it would likely go in my favor. I was also told I would not incur any more charges during this time.
I find out today they are saying I am responsible and added an interest fee to the account again.
This is the worst credit card and the worst customer service. I was mocked by customer service **** and they never bothered to tell me how they came to the conclusion that I was responsible for a returned check fee.
In other words, where did the payment go ? And how did it go if I never authorized automatic payments. Disgusting
Business Response
Date: 02/05/2025
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:02/04/2025
Type:Product 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 02/04/2025 I received a call ************ That claimed to be from Comenity Capital bank with Academy Sports. Once I answered the phone the employee said "can I speak with ****** ******". I responded with Yes, can I ask who I am speaking with. That was not confirmation that I was in fact ****** ******. From there the employee started in with the amount owed, last payment date, and even stating the last digits of a banking account. There was no account verification done. The employee actually stated they didn't need to verify the account. I asked to speak with supervisors was placed on mute several times before a supervisor tried to force me to verify all of my information. I do not mean verify I mean they wanted me to freely give it to them since they in fact know that they messed up before.
Business Response
Date: 02/04/2025
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:02/03/2025
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 got my computer through **** no problems. this is when covid was going out they sated they sent e a letter. So they sold to another company, Now I am paying ***** a month my required is 27.00$ so they are telling me they are charging me like 23/25$ a month interest. this is highway robbery I asked to pay it off so i will not be charged interest and it is still 900.00$ so by the time i pay it off i will be paid for a desk top 3 times .They know mail was getting lost during covid so it is basically, being charged for them buying the contract from another company, they have no remorse what so ever they are bad customer service and I would not recommend them to anyone BUYERS BE AWARE !!!!
Business Response
Date: 02/04/2025
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: 02/14/2025
I never entered into a contract with comenity bank I was in a contract with ************** when I knew anything I received a letter from Comenity about they had took my account over I been catching h*** since then.
Customer Answer
Date: 02/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22894642

I am rejecting this response because:
I never entered into a contract with comenity bank I was in a contract with ************** when I knew anything I received a letter from Comenity about they had took my account over I been catching h*** since then.

Regards,

****** *****

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Comenity Capital Bank is BBB Accredited.