Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/27/23 a 60 month equal payment plan was opened with a charge of $7,000 without $7,000 in services/goods being provided to the customer. No contract was signed to open this account.On 11/2/23 a 24 month deferred interest plan was opened with a $6,200 charge without $6,200 in services/goods being provided to the customer. The 24 month deferred interest plan was signed for but the customer was told that was the amount of the credit limit. Comenity Capital Bank was called twice within the first 60 to open dispute but they were unwilling despite their company policy and federal laws set up to protect the consumer. On 9/26/24 a fraud dispute was opened and closed on 11/30/24. During the fraud dispute Comenity Capital Bank took two payments and added two interest charges which violated the *****On 12/4/24 a merchant dispute was opened and closed on 1/16/24 but the merchant lied in their dispute response and provided fraudulent documents.Two supervisors admitted they were trying to collect on the disputed amount. The customer was told by 4 ********************** employees they didn't have to pay during the dispute. Two letters from Comenity Capital Bank stated the customer didn't have to pay and federal law states the customer doesn't have to pay. During the merchant dispute Comenity tried collect on the disputed amount which is a violation of the ****. Comenity Capital Bank added a late fee based on the disputed amount which is a violation of the ****. Comenity Capital Bank is saying the customer is past due after telling the customer they didn't have to pay. As of today the merchant was paid $13,200 for work they haven't proven they completed. Multiple calls to Comenity Capital Bank and not one employee can explain how the customer can be past due when they were told the didn't have to pay.

  Business response

  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 response

  02/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22894089
  
  I am rejecting this response because: we have contacted this company over 30 times and been promised a call back on 1/21/25 which we never received. With all the **** violations they should be contacting me already without me having to make complaints with government agencies. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm getting letters from this bank about information being shared as if I opened app an account. Can't get any information on if an account was opened in my name. They are not helpful and they send me letters saying. My information is being shared with no other information on it if there was an account open or not and they will not respond to any. Contact

  Business response

  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 response

  02/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *********

• Initial Complaint

  01/31/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I have tried for three months to have my credit card company transfer three payments I made in November 2024 from my old account number to my new account number. It was my fault that I did not change my on-line bill pay account and address. I have been to my bank, and you will see in my letter have called, mailed, and so on and still my $350 in payments is somewhere in limbo. Please HELP!

  Business response

  02/03/2025

  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 response

  02/03/2025

  These are the three payments I made though my US Bank account on-line bill pay to my ULTA Comenity credit card.  I sent to my account that was closed when I lost my card.  These need applied to my replacement card/account number.  Old cancelled number ****************.  New replacement card ****************.  Thank you!  

  Customer response

  02/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22884281
  
  I am rejecting this response because: 

  These are the three payments I made though my US Bank account on-line bill pay to my ULTA Comenity credit card.  I sent to my account that was closed when I lost my card.  These need applied to my replacement card/account number.  Old cancelled number ****************.  New replacement card ****************.  Thank you!  
  
  Regards,
  
  ******* ******

• Initial Complaint

  01/30/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Received a letter dated 01/25/2025 stating I had applied for the Ulta Beauty Rewards mastercard credit card. Advised to call ************** within 14 days to complete the application process. I researched this phone number and found it has no connection from what I can tell to Comenity however, the letter is written on Comenity letterhead.

  Business response

  01/31/2025

  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 response

  01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ******

• Initial Complaint

  01/30/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **************
  It is unfortunate that I have been compelled to reach out to the Better Business Bureau for some assistance in a matter with Comenity Bank (Alphaeon Credit card). 
  I have made several attempts to file a dispute with this company, amicably and all I received was the runaround. There have been numerous phone calls speaking to different representative who states that they don't work in an office but from home in several different states. I was even informed by one of the representative who was presumed to be a supervisor that there isn't any corporate office for this company. 
  I attempted to reach out to the company via mail twice and sent in a check, that was more than what I believe lowed in good standard to close this account. I included the astronomical loan shark form of interest that they were applying to the account monthly of $200 despite the account balance. Following the back-and-forth with the different representatives, I requested that the account to be closed through the supervisor I spoke about above. 
  The cashing of that check was an agreement that they accepted that as payment in full. To this day, I have not received any correspondence from this company nor phone calls to discuss the matter. I am dumbfounded that they had the audacity to cash the check and totally disregard everything else that I stated in my letter. 
  Comenity Banks (Alphaeon credit card) has violated my consumer right by disregarding and refusing to allow-me to file my dispute regarding interest that was falsely added to the account. This is a violation of the Fair Credit Billing Act (FCBA). Comenity bank (Alphaeon) is practicing business in a deceptive form. They are enticing the customers with deals without fully informing them on the process. They are duping consumers with back interest charges and leaving them to feel vulnerable and scammed. I am providing all correspondence that was sent to Comenity Bank (Alphaeon credit card) via certified mail. Included with my correspondence will be receipts that they receive my my cry in letter form. This will include a copy of the check that was sent and cashed. I am pleading for the assistance of the Better Business Bureau in this matter. Thank You. 
  Sincerely yours, 
  **** ***** 
  November 15, 2024
  
  

  Business response

  01/30/2025

  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 response

  02/05/2025

  I was not fully informed of the Grace Period as stated in the Truth in Lending Act (TILA). Please see attached.  
  Regards,
  
  **** ***** ****** * *******

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This bank sent me pre approval for the American Express bread cashback card. I got approved and tried to link the card to Apple Pay before it arrived in a email they sent me. They thought it was fraud and wanted to verify my identity. They still thought it was fraud even though it was really me after sending proof of my identity. They gave me more than 1 inquiry, and an open and closed credit card account on my credit report. The employees did not help or have any answers. I want all inquiries removed from ************** and the NEW ACCOUNT and CLOSED ACCOUNT removed. I might have to sue for money compensation.

  Business response

  01/28/2025

  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 response

  01/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22867114
  
  I am rejecting this response because: I dont need to wait some weeks for a letter with your findings. I need this handled now. Your employees hang up the phone.
  
  Regards,
  
  ******** *******

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a payment over the phone with **************** paying the entire balance on my account to avoid interest being charged as part of a promotional offer. The payment was within the date requirement of the agreement. The person on the phone confirmed that the payment had been processed. I then received a bill for what I thought I had already paid and all accrued interest. When calling customer service, they were able to listen to my recorded call and they confirmed that I was told the payment had been processed, but I would still be responsible for paying the interest as the payment had actually not been processed within the time parameters of the promotional offer. I was never contacted regarding the payment not going through.

  Business response

  01/28/2025

  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 response

  02/04/2025

  There has been no attempt from the company to contact me by phone, email, or by mail. 
  
  Complaint: 22865974
  
  I am rejecting this response because they have not made contact to resolve the issue. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was informed by the representative that I needed to submit a dispute to *************** to request a reversal of the late fees, and I had to contact the Credit Bureaus to dispute any late payments.

  In October 2024, I received a credit alert from the credit bureau indicating that my address had been updated on several credit cards from Comenity Bank. I contacted Comenity Bank multiple times to have the credit cards updated. In each instance, my online account had to be unlinked and re-established, resulting in a new card being issued. My *************** American Express was also impacted.

  I went through the same process to activate the card, including signing up for ACH payments; my account information was still present, and electronic payments were processed. The November 2024 payment was automatically drafted. The notification I received indicated an upcoming automatic payment. In December 2024, I contacted *************** to ask why the card was declining. The representative informed me that I needed to complete additional verification steps due to the fraud alert on my account.

  I went through the verification process, and the representative said that the card was available for use; however, it continued to be declined.

  In January 2025, I was notified via electronic statement that I had a past-due amount of $142.00. At no other time had I been alerted via online statements or mail that the account was past due. I immediately contacted *************** to inquire about the discrepancy.

  Business response

  01/28/2025

  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 response

  01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made three purchases from *************** store last year, the last one on 8/20/24. I was receiving statements in the mail and did NOT sign up for paperless statements. Because I did not receive my last statement in the mail, I guess I forgot about it. I always pay my bills and have a very good credit history. I never received any notice through email or by any other means, that I had signed up for paperless statements or that I back owed money. In Dec. I received frequent phone calls. I thought I was being scammed as I did not know who Comenity Bank was and that they were a collector for ********* stores, until I actually spoke with a person on the phone a few days before Christmas. (As a senior, I receive many scams and am warned to be leery as seniors are often targeted by scammers.) The *** told me I owed them $87. I couldn't believe it nor could I check on my acct until after Christmas when I got home. I called Comenity on 12/26/24. I made 10 attempts to contact them that day...I was ***eatedly referred to someone else, disconnected and had to start all over and even connected to an AI which was no help at all. 10 calls in all!!! I tried to settle for a smaller amount because it was a bill for only $9.86. I consented to the *** taking $42 from my bank account. I thought it was settled, no mention was made that I owed them more money. I was very upset because this should have never happened. 1. I did NOT sign up for paperless and was NOT notified that it was selected. I never received any type of notification (mail, text, email...they had all my info) except annoying phone calls not explaining anything. 2. Why was I not notified in another manner, mail, email, text. This went on for months and racked up a bill on purpose that I was clueless was going on. On 1/19/25 I received an email for another payment due of $29.44. Why? I spoke again on 1/21 to many ***s and was disconnected many times and finally told I did not settle. I've paid enough!

  Business response

  01/27/2025

  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 response

  02/03/2025

  
  ** *** ****** <******************************>
  Attachments
  Sat, Feb 1, 9:07 PM (2 days ago)
  to **********************************************************************************************
  
  To BBB
  Here are the statements that are posted on my ********* account and mail that I have received from Comenity Bank.  I checked my messages in my ********* account and there is no mention at all of a delinquent account.   I want to know why I was never informed about my account until December, ...four months later.  The only notice I received was harassing phone calls in December, which I thought were scam calls.  I think this is very unfair that I am being overcharged when I wasn't even made aware of it until four months later.  I would have been more than happy to pay my bill and a small fee after the first month if someone had told me.  Like I said before I never signed up for online statements and had forgotten about my purchase.  I never received a bill to remind me that it was due or any delinquent notification until four months later.  I have a very full schedule of taking care of my husband, and my 94 year old mother who lives with us and  has dementia and is handicapped.  I have no extra time to spend playing games with this.  I had to have my son help me with setting up  this email letter.  I genuinely feel that I was taken advantage of.  
  
  ** Ann  ******

  Customer response

  02/03/2025

  
  ** *** ****** <******************************>
  Attachments
  Sat, Feb 1, 9:07 PM (2 days ago)
  to **********************************************************************************************
  
  To BBB
  Here are the statements that are posted on my ********* account and mail that I have received from Comenity Bank.  I checked my messages in my ********* account and there is no mention at all of a delinquent account.   I want to know why I was never informed about my account until December, ...four months later.  The only notice I received was harassing phone calls in December, which I thought were scam calls.  I think this is very unfair that I am being overcharged when I wasn't even made aware of it until four months later.  I would have been more than happy to pay my bill and a small fee after the first month if someone had told me.  Like I said before I never signed up for online statements and had forgotten about my purchase.  I never received a bill to remind me that it was due or any delinquent notification until four months later.  I have a very full schedule of taking care of my husband, and my 94 year old mother who lives with us and  has dementia and is handicapped.  I have no extra time to spend playing games with this.  I had to have my son help me with setting up  this email letter.  I genuinely feel that I was taken advantage of.  
  
  ** Ann  ******

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I set up autopay for my account that I still don’t have a card for. The agent failed to let me know it was 3 payments only. I paid my account out and was told I will be charged interest on todays balance which included late fees

  Business response

  01/27/2025

  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.

*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. ↩