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

  1103 Allen Dr Milford, OH 45150-8763

• 

  Alliance Data

  PO Box 580 Milford, OH 45150-0580

• 

  Alliance Data

  PO Box 408 Milford, OH 45150-0408

• 

  Comenity Capital Bank

  PO Box 319 Milford, OH 45150

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:02/14/2023

  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 attempted to redeem Rewards points on a credit card. They took my points but I didn't receive what I requested. All the information is in the uploaded documents. I just want either the products I requested or my points back. Thank you

  Business Response

  Date: 02/14/2023

  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: 04/18/2023

  ************
  I have not received any correspondence from Comenity Bank and it has been 30 days.
  What is my recourse? 
  
  *** *******
  

  Business Response

  Date: 05/02/2023

  Hello, 
  We are Comenity Bank and Comenity Capital Bank. Thank you for following up with us around the correspondence you sent to the Better Business Bureau. We take all customers concerns seriously and hope to finalize our investigation within the next 30 days. Once our investigation is complete we will mail a response letter directly to you that contains our findings.  

  Customer Answer

  Date: 05/03/2023

  
  The business has finally resolved the original complaint.  Please remove my complaint.

  Thank you for your help.

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

• Initial Complaint

  Date:02/13/2023

  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 been a long- time customer of Talbot's (since late 1970s) and was not aware that now Comenity Bank was involved in collecting statements. I purchased a blouse from Talbots in Nov. '22 in the total amount of $57.77. When the bill came I wrote on the bill that the amount should be taken out of the credit amount owed me by Talbots in the sum of $109.81, enclosing the piece of paper with the merchandise credit balance listed and Talbots assurance that the credit balance can be used a a method of payment for online orders. That's when all my problems started - next thing I know I got another statement - cost of my blouse has gone up to $88.00 with added late fee. I called the number of the bill and spoke to someone who agreed to reduce the bill to $59.00 if I paid it right then and there. That was the first notice I had that I was no longer dealing with Talbots but with Comenity Bank. Unfortunately the bank account had just been closed by Bank of America, at my request, due to suspected fraudulent activity. When I was made aware of the fact that my check to Talbots was submitted after the account was closed, I immediately replaced it with a check dated 12/7/22 from another bank account. That check was cashed by Comenity. Then I received the first request for late fee of $29. I sent a check for that amount just to get this matter over with, with an accompanying letter, telling them to be sure to notify Talbots he reason why they have lost a loyal customer, and asked for the refund due me for returned merchandise. No acknowlegement of any of my letters, but another statement for late fee of $29.00 because my late fee mailed on Jan. 20 in Miami did not arrive in Dallas by the 27th, as required. Any recommendations as to what I should do next to resolve what seems to be an un-resolvable problem? P.S. If this latest late-fee does not get to their office by Feb. 27, it will mean another late fee for me !!!

  Business Response

  Date: 02/14/2023

  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: 02/15/2023

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

  Customer Answer

  Date: 03/01/2023

  From: '********' via Dispute Resolution - Shared Inbox <[email protected]>
  Date: Wed, Feb 22, 2023 at 4:55 PM
  Subject: ID 19399290 - My complaint has NOT been resolved !
  To: [email protected] <[email protected]>
  
  
  
  
  Attn: ********* ********** 
  
  
  Please explain what's going to happen next re the complaint I filed  against Comenity Bank.
  
  
  The last piece of e-mail I received was Comenity stating that they would investigate my complaint and would notify me of their findings. 
  I agreed to accept that response from Comenity.  
  
  
   I have not heard from Comenity and I am wondering if I should expect another $29.00 late fee for not sending in the current late fee which is due Feb. 27!  
  
  
  I have no intention of doing so and I was hoping that BBB would stop these people from hounding me with a $29.00 late fee on a monthly basis.
  
  
  I also believe that Comenity/Talbot's should be reminded that they owe me for returned merchandise and that I have requested a refund check for the amount due me since, after this experience,  I have no intention of doing any future business with Talbot's.    
  
  
  My request has been ignored -
  
  
  I would appreciate your following up with Comenity and inquiring as to when to expect their promised response. 
    
  Thank you,
  **** *************
  

  
  

• Initial Complaint

  Date:02/11/2023

  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.

  My *** ****** ********* card was bought late last year (2022) by Comenity Bank and reissued a new card number (ending in ****). Ever since, Comenity does not seem to be able to process my payments despite money being withdrawn from my bank for the online bank payments I have scheduled. I keep receiving dunning texts, calls and messages and I have repeatedly pointed out that I have paid and that the problem is on their end. I keep being told that a dispute is being recorded and someone will look into it and contact me (I have names and dates of calls). No one has. I sent a written dispute letter 1/27/23 to which there has been no response. Date funds w/d from checking Comenity processed date Amount Confirmation # 12/2/2022 1/3/2023 $342.13 *********** 1/17/2023 1/23/2023 $2076.11 *********** I have double-checked that the account number (ending in ****) is correctly entered in my ******* *** online banking account. ******* *** states that they have been unable to get Comenity to accept electronic transfer and have mailed checks in both cases (check numbers are also on the confirmations which I sent to Comenity with my dispute letter). ******* *** records that in both cases Comenity cashed the checks.

  Business Response

  Date: 02/13/2023

  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:02/10/2023

  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 August 2022, purchase made and credit account opened at *** * tires. $1,049.05 account was to be opened under promotional terms of no interest if paid within 12 months. October statement showed that interest had been charged. Made 1st contact with customer support was told account would be reviewed and adjusted within 30 days if all terms were met. In November was told account was still in process to be reviewed it could be 60 days. In January 2023, called for the 3rd time and asked to be escalated to supervisor, was told it could take up to 180 days. I was told an error had likely been made when the account was opened and the promotional option had not been selected. At this time, I went back to the store where I made the purchase and opened the credit account. Staff at the store said they have had this happen before, they would refund the original price, adjust the account and re charge the amount and it should be fixed. This happened but the interest remained and is still being charged. 1/23/2023 went back to the store where Comenity customer service was contacted again. The agent calculated the interest to this point $99.26 and opened a ticket to resolve, said I should expect a response in 5-10 business days, that was nearly 3 weeks ago and I still have no resolution. Both the credit card customer support and the store have acknowledged the error and stated the account should have interest accrued at this time, yet nobody can seem to fix the problem. Comenity customer support has notes from previous calls as every time I call they say they see the previous notes.

  Business Response

  Date: 02/13/2023

  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:02/09/2023

  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.

  On October 9, 2022, Comenity Capital Bank assumed the **** ** ******* AAA travel reward credit card. Customer was assured transfer of credit and rewards would be efficient and reciprocal. On September 30, 2022 I purchased a ***** ********* cruise in the amount of $2,443.34. Then, on October 3, 2022, I also purchased ***** ********* excursions in the amount of $432.14. Although both purchases were made using my previous **** ** ******* card, payments have been made solely to Comenity Capital. These purchases occurred during the transition period. If the guaranteed 3% cash back were to be honored, I should have received $86.25 additional reward dollars. To date, I have received nothing. Numerous calls to company have been for naught and /or ignored. I am totally frustrated and plan to relinquish this account as soon as it is paid in full.

  Business Response

  Date: 02/09/2023

  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: 02/15/2023

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

• Initial Complaint

  Date:02/09/2023

  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 filed a complaint with COMENITY Bank on 10/28/22 regarding their continuous late fees and finance charges they continuously placed on my paid off account totaling the amount of $213.07. The balance on my card from my purchases was $61.54 on 8/31/22. I paid $35.00 on 9/12/22 and again $35.00 on 10/11/22 which totaled $70.00, more than what was owed from my purchase. Since that date, I was charged minimum interest charges $2.00 that I had no idea they were doing to me and was charged a late fee of $28.54 on 11/12/22. Another minimum interest charge of $2.00 was placed on 11/17/22. On 11/18/22 I was refunded the late fee and finance charge only to receive another late fee on 12/12/22 of $35.54, a minimum interest charge $2.00 on 12/18/22, a late fee 12/18/22 $28.54 and another late fee 1/12/23with an added interest of $2.00 on 1/18/23. When I realized what COMENITY Bank was doing, I looked back through my statements/transactions and noticed how much money they have fraudulently taken from me, prior to 10/28/22 when I wrote to them regarding their continued added fees and late charges. They continue to add fees and late charges and my paid off credit from purchases, now has a balance of $135.98 << all due to their hidden fees and late charges. I am the one that is owed money. They owe me $213.07 for the amount I paid them (unaware it was hidden fees I was paying). I refuse to pay them another cent.

  Business Response

  Date: 02/09/2023

  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: 02/13/2023

  I accept the business's response to resolve this complaint. I spoke with the Supervisor, **** of COMENITY bank on Feb. 12, 2023 at approximately 9am in which she put the balance owed at $0.00 and is closing the account. It will take up to 48 hours to update and I should receive a letter in the mail in 5-7 business days of the changes and closed account. I was informed that no other charges will be accrued from this point on. 

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

• Initial Complaint

  Date:02/08/2023

  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.

  Comenity Bank accidentally sent eBill to *** with request to pay $409.09, although my wife cancelled her Ann Taylor credit card many years ago. We automatically paid and now all our efforts to get money back failed so far although we sent 2 letters with the full explanation and BoA sent a Fax with transaction details to Billing Disputes department.

  Business Response

  Date: 02/09/2023

  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:02/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Comenity Capital Bank and do not have a contract with any collection agency . They do not provide me with the original application like I asked Proof of copy of original application that includes my signature Full payment history from original creditor, original agreement showing they can legally collect the debt . If can’t send proof delete this account from credit report as soon as possible!

  Business Response

  Date: 02/09/2023

  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:02/03/2023

  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.

  Dental first I have them to finance me to go to ****** dentist here in *** *********** ****, I have called this finance place numerous times on ***** dentist for the way they were treating me infection. Sit in my gums twice and just the way they applied to me and run me around. I was sick of my stomach. Had to go to my own doctor. I have another case with your BBB on ***** dental about what when through over months of 2022 in to January 2023 I ask finance company to refund me the money back that I had paid them every month that I would not pay any longer for what kind of services I were getting from ****** dentist My last lady I talked to from the finance place told I would win that they would refund my money back to me for the bad service I had gone through, last heard from them until got a letter in the mail from them deny me, I called them told them I would not be making anymore payments to them for what ? Couldn't eat eat half time didn't do any good half time to call ****** about it they would do nothing about it had to go to my doctor to antibiotics for the infection after I had to go over ****** to get adjustments to my temporarily teeth that they have given me. I had jumped them. Told them I was sick, I had to to beg them to help with the antibiotics to take to really get the infection out finally, they gave in and gave antibiotics, that was that was his second time really the first from ****** the first was through my doctor cause they didn't care, only wanting me to come in to there office time after time to get adjustments to the temporary teeth which I did not need to be there every other week for that,, they after the money that's all cared about n when they tell you it's affordable. It's nothing but a lie like they lied and told me I could get implants but couldn't give me the price of it and I had to go all the way to *********** two times. The last time I went up there is when I found out exactly how much tops and bottoms then inplants would cost 45,000. I could not afford something like that. Couldn't even afford the payments on something like that, That's finance company that I have. There's all about it. I have complained to them several times. The last time I complained the lady told me that I would win and I'd get refunded every penny back from the beginning. Then I got a letter in the mail tonight. It didn't have no explanation. Why though? Why should I pay for services that made me sick and gave me a run around and was after every penny they could get and did not do me right and also lied to me

  Business Response

  Date: 02/06/2023

  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: 02/07/2023

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

• Initial Complaint

  Date:02/03/2023

  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 have a AAA credit card. I originally was going through **** ** ******* but the card has since switched to Comenity Bank. I entered into a hardship program with them for the card because during the transfer I was unable to make a payment. I entered into the program with the agreement of $78 monthly automatically taken from my account by them. I am currently being told that they are removing me from the program because of missed payments. Payments that are taken automatically on the same day every month by them and my bank account reflects that the payments are taken. My bill continues to go up not down. I find out now that there are 9 payments supposedly pending. They've taken the money and not applied it to the account. I want this rectified ASAP!

  Business Response

  Date: 02/06/2023

  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: 02/06/2023

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