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:11/30/2022

  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 been receiving bills from ******* **** ******* *******ns I asked them for my bills on what I had received services and customer service personnel hangs up the phone. They never sent me invoices for services at from ****** ****** ******** in ********* *****Il. Neither one of these business have responded

  Business Response

  Date: 11/30/2022

  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:11/30/2022

  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.

  Received approved ***** Rewards credit card via Comenity Capitol bank and after making one purchase card was put restriction hold due to verification needed, I could not even make a payment. I went through verification 3 times none worked, had to send private identifiable info through Gmail (not secure enough) than after risk and sending documents account was closed for documents not received, but have in notes docs received and uploaded. When I contact for resolution, I get hung up on or spoken to extremely rudely, I have not received assistance to resolve this issue at all.

  Business Response

  Date: 12/01/2022

  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:11/30/2022

  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 an alert from ****** ***** stating that there was a hard inquiry on my Credit report. I checked it and noticed a credit check from Comenity Capital Bank. I then received an email from The Children's Place with an order conformation. I contacted ******* and tried to get this taken care of however they stated that this was not fraudulent. I have contacted Comenity Capital Bank and The Children's Place to resolve this to no avail. I have also filed police report with The City of ********** that I have attached.

  Business Response

  Date: 12/01/2022

  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:11/29/2022

  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 believe that Comenity Capital Bank is committing consumer fraud, specifically with their IKEA credit card rewards. I've accumulated several credit card rewards certificates and I have never been able to use one successfully in store. I always have to call customer service and have spent hours on the phone attempting to resolve this issue. Most recently I visited the IKEA store in Tampa, FL on 10/16/22. Once again I tried to use a reward that I had earned on my July billing statement and I received a message that there were no funds available on the certificate. After several attempts to resolve the issue in store, I was advised to call the Comenity Capital Bank customer service number. I called the same night, 10/16/22 and spoke to a representative and then a supervisor. The supervisor informed me that they were experiencing a system wide issue with rewards. She explained that she will extend the reward expiration date, as it was quickly approaching (10/21/22) and they were not sure when the issue would be resolved. Today, 11/29/22, I tried to use the reward online and received the same message. I called Comenity Capital Bank customer service once again and this time was told that the reward issue was still under investigation and that it could take up to 90 days for them to determine if I would be entitled to this reward. A reward that I earned through spending, but due to their system issue, I was not able to use. As mentioned there have been several times that I have not been able to use the Comenity Capital Bank IKEA Credit Card rewards in store or online, and every time I call customer service they have some suspicious reason for this error. I now believe this is some form of fraud or scam.

  Business Response

  Date: 11/30/2022

  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: 12/01/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18480883
  
  I am rejecting this response because: the response is not a resolution. It is a confirmation that they have received my complaint. This is the same response that I have been receiving when I’ve reached out to capital community bank directly and no action is ever taken. This response is not adequate.

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

• Initial Complaint

  Date:11/29/2022

  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 ulta credit card. And I have not been able to use it online or in store (I've had for couple years and never had any problem before) I've never missed payment. I called and they said my account in good standing and error on their end would try to fix. They never have fixed. This is ulta credit card company they should be upstanding and correct this

  Business Response

  Date: 12/01/2022

  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:11/29/2022

  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 experienced great frustration in trying to correct an error in the processing of my credit card balance. In short, I am owed $126.72 because of a mistake the Comenity Bank made on my July, 2022 statement, which I have attached to this statement. Despite numerous phone calls to customer service in July and August and a promise from customer service to send me a check for $126.72, I have received nothing. Nor have I received a credit for that amount on subsequent bills, which I have paid in full. You will see that the transactions listed on the July statement totaled $544.22 and the previous balance was a credit of $126.72. But the statement indicates that the purchases totaled $670.94 because the bank added instead of subtracted the $126.72 credit balance. The statement should have indicated purchases of $544.22 minus the $126.72 credit balance for a total due of $317.50. Because of the promise that a check for $126.72 was forthcoming, I paid the full $544.22 and have paid the full amount due in subsequent months. So I am still owed $126.72.

  Business Response

  Date: 12/01/2022

  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:11/29/2022

  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 October of 2022, my *** advantage account was turned over to Comenity Bank. The complete balance was paid in full to Comenity. I inquired why this was not reflected on my credit report. In a secure message center, I was told “we are not reporting account updates………while our processes get aligned for accuracy”. Bunk that, they cashed the check with a few keystrokes, mighty funny. This is a ridiculous answer. I need to have the fact that I paid off this bill reported like all the rest of my creditors did.

  Business Response

  Date: 12/01/2022

  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:11/28/2022

  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.

  Th Smile Generation account charged me $273.66 interest on a principal balance of $205.75!!!! Predatory lending! I am retired & called this company & spoke with ****** on 11-28-22. I explained that the average human being reads disclosures but I should not need to sit down with an attorney just to make sure I am not ripped off!! I don’t mind paying some interest but for goodness sake would you like being treated in such a predatory manner?? Please please stop this predatory banking company from doing this to other elderly retired people!!! I would beg you to respectfully make an adjustment in this situation & max out my interest to no more than 1/2 of the current balance. I’m willing to pay off my bill but please do the right thing & stop the predatory lending & make an adjustment please!

  Business Response

  Date: 12/01/2022

  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: 12/08/2022

  I don’t understand why Comenity does not have to work with the BBB on consumer issues.  I just got a reminder from them to pay my bill for the full amount including the interest payment of over 100 % of the balance! Predatory lending seems to me.
  

• Initial Complaint

  Date:11/28/2022

  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 tried to purchase a handgun at sportsman's warehouse using my sportsman's warehouse by comenity bank credit card in June. I failed the background check and never received the handgun. I was told that the money would be refunded in 5-7 business days. After continuing to receive bills and no refund, I have reached out to them via phone on at least 5 occasions. I explained to them that I'm trying to purchase a house and this is damaging my credit a month ago and I was told it was being elevated to a higher supervisor and assured it would be handled. It has been another month and I received another bill with more late charges and no credit.

  Business Response

  Date: 11/30/2022

  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:11/28/2022

  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.

  Hello, My account got moved from **** ** ******* to Comenity. That's fine. When my new card arrived, it was correct with my first and last name only. For some reason, they sent me a new one with some initials for my middle name. I do NOT have a middle name. I contacted them and was told I would be getting a new card, with only my first and last name. That card never arrived. I called them back, explained the whole thing again. Was told the same thing. New card arrived, with an N for my middle name. I called again, explained everything again to a supervisor (*** *****). Was told it would be corrected and that I would get a new card. I was also told that I could use the other card while waiting for the new one. The card with the wrong name (middle initial) only worked once and then was denied. The new card arrived today. Still with an N for my middle name. This is unacceptable! I understand that the N my stand for no middle name. However, it should NOT be printed on my card. It was not on the very first card I received so it should be possible. Additionally, my card being denied cause me some difficulties and cost me some money. I could not benefit from the rewards that come with the card. I only to receive a new care, with only my first and middle name. I also would like to be credited for the rewards I would have received for the transactions I was not able to process. I would also like an apology and some monetary compensation for all the time spent on this issue.

  Business Response

  Date: 11/30/2022

  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: 02/07/2023

  From: *** ************ <****************>
  Date: Tue, Feb 7, 2023 at 9:47 AM
  Subject: Re: BBB Complaint ID # 18473645 - Comenity Capital Bank
  To: <[email protected]>
  
  
  Hello,
  
  I still have not received any response from Comenity Bank regarding BBB
  Complaint ID # 18473645 - Comenity Capital Bank.
  It was first filed on 11/30/2022. It now has been more than 60 days
  without an answer.
  
  You said in your last message to contact you if I did not receive an
  answer within sixty days.
  
  What is the next step now?
  
  Cordially,
  
  *** ************

  Business Response

  Date: 02/08/2023

  Hello! We take all consumer complaints very seriously. Occasionally, we may require additional time to conduct a thorough and extensive investigation to ensure we appropriately resolve all concerns. We apologize for any inconvenience.  We'll provide our response by mail immediately upon the conclusion of our investigation.

  Customer Answer

  Date: 02/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18473645
  
  I am rejecting this response because: the least you could do is provide a date.
  
  Regards,
  
  *** ************