Complaints

This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comenity Bank

  3095 Loyalty Cir Bldg A Columbus, OH 43219-3673

  
• 

  Comenity Bank

  PO Box 337006 Denver, CO 80233-7006

• 

  Comenity Bank

  720 Fifth Ave 8th Floor New York, NY 10019

• 

  Goodys

  8221 US Highway 51 N Millington, TN 38053-1707

• 

  Comenity Bank

  PO Box 182125 Columbus, OH 43218

  

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:05/09/2025

  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.

  I made a payment on of 59.00 on May 1st 2005 however they did not hit my account until 5 days later on the 5th at that time I was told that it was declined because of insufficient funds so on the 5th I called the bank and made a second payment over the phone for 59.00, I called to speak with them about dropping the $30 charge for insignificant funds they have refused even though I made a payment on the 1st now when I look at my statement they have somehow written it up to appease themselves so that they look good on their side had I known they were going to hold my payment for 5 days I would have had it taken care of over the phone which would have been quicker also note that my payments are always made on time and normally after 2 days the payments go through my payments are always on time my payments are not due until the 14th or 15th of the month I always pay no later than the first or the second I've not had a problem with these people up until now because they've never held my money that long before they hit my account I just don't think it's fair for me to have to pay $30 for their mistake of holding my money for 5 days could you please help me with this incident..
  The first representative that I spoke with his badge number is **** his name is ******.. I also spoke with the supervisor her name is ****** her badge number is ******.. at that time I asked if she could go back and listen to the phone call of one of the people I spoke with about the payment she says that she can't check phone calls so could you please help me out give me any information you can find out for me I'd really appreciate it like I said I just don't think it's fair for me to pay $30 fee for something that they caused thank you.

  

  Business Response

  Date: 05/12/2025

  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:05/09/2025

  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.

  I am requesting a refund of $19.00 to my Academy credit card account. I've had one late payment which was an honest mistake. Half of the balance was forgiven, but the ******** on the phone originally made it sound like the full balance would be forgiven. Because of that I have the remaining $15 fee along with two pointless $2 fees that I never knew about. One $2 fee comes from the balance I thought was forgiven and did not appear when I made the first phone call.

  The next came the day after I received the notification that I had a balance, which was not past due. These charges do not even appear in the updated account balance, and would continue to carry over indefinitely. These are unethical business practices in which the only purpose is to ***** a customer. Not only are these charges arbitrary, the lack of communication by the first ******** has caused me to incur additional fees. Again, I'm requesting a $19.00 refund to my credit card account.I appreciate any attention to this matter.

  

  Business Response

  Date: 05/09/2025

  We are Comenity Bank and Comenity ************. 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:05/09/2025

  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.

  I have closed my account and they keep charging me fees and interest when my initial transaction was only $100, I paid that on my DUE DATE they claim because it didn't post until the next day I get charged a feww. I was not aware that I had such fee so another fee was assessed. Once alerted to the disc***ancy OI called, they waived one fee and I paid the other, 33 dollars. They assured me my account was closed and I would have no other fees. Now I get a bill for 3 dollars and interest fees. The *** refused to fix the issue and said a manager was not available. I insisted to speak to one and he kept ***eating himself. He refused to get a amager on the phone.

  

  Business Response

  Date: 05/09/2025

  We are Comenity Bank and Comenity ************. 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:05/09/2025

  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 name is ****** ****** DOB **********.

  I submitted something to the *** (Case number CS0378094) about you guys forgiving my credit card debt because you guys are harassing me about it. Law says a credit card company cannot contact you more than 10 times a week. You guys call me 10 times a day. 50 times last week and 30 times this week. I have all the proof via screenshots of you guys calling me from spam and unknown numbers all of which were submitted to the ***. You guys were giving 30 days to make this right. You guys can reach me at this email or my phone number ************.Hopefully you guys make this right!

  

  Business Response

  Date: 05/09/2025

  We are Comenity Bank and Comenity ************. 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:05/08/2025

  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.

  I purchased a Carbon SnoreX Pillow off of Brylane Home's website but it was from a 3rd party vendor. I contacted Brylane to let them know the pillow appeared to have been used and that it was not a queen size pillow which is what I choose. I have returned the pillow to the vendor, on April ******* and they have received it on April *******. There has been no communication from them to either party nor have I received a refund.

  

  Business Response

  Date: 05/09/2025

  We are Comenity Bank and Comenity ************. 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:05/08/2025

  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.

  Ulta credit card known as commenity, called to collect a payment. I asked to pay in full. It was $236.00 a month later I was sent a bill that I had a late fee and interest charge because I paid it on the 13 over the phone, bill was due on the 12th. Their *** said full balance was $236. Now Im being charged two late fees and interest on that. This seems like robbery. I have spoken to a *** and the stated the would reduce it to $36. I paid it, again over the phone. Now Im receiving another bill for $46 for a late fee and interest. Please help.

  

  Business Response

  Date: 05/08/2025

  We are Comenity Bank and Comenity ************. 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:05/08/2025

  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.

  I paid my account balance in full a few hours after the 5pm EST cutoff time frame. They billed me a late fee, I called and closed my account 2/4/2025 they continue to bill me and pile on late fees and interest charges. This has negatively affected my credit score by 100s of points my score was 820 now its 661. I need help. Please offer some advise please.

  

  Business Response

  Date: 05/08/2025

  We are Comenity Bank and Comenity ************. 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:05/07/2025

  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 the big lots credit card through comenity bank and the credit card company was discontinued in February of 2025 which is when the account officially closed.

  I still had a balance to which payment was made in full on 3/13/25 that included: ****** for the previous balance, ***** late fee charged for the month of February, plus a 7.09 interest charge for the total amount of ******. Payments for the account were due every 17th of the month so on 3/13/25 the account was paid in full for the amount of ****** and had a 0.00 balance along with the fact that the account had officially been closed and yet I was still charged a 5.95 interest charge, on 3/23/25, and a late fee of 5.95 on 4/17/25, and and interest charge of 2.00 on 4/22/25.

  For a balance of ***** due for 5/17/25. I did speak with a representative and the representatives manager to which both insisted there was no error and to pay the account.

  

  Business Response

  Date: 05/08/2025

  We are Comenity Bank and Comenity ************. 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:05/07/2025

  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.

  On 4/28, received email from *********** stating change in credit score. Talbots w Comenity bank negative delinquent. I called Comenity bank staff stated I owed $364 from a $60 bill January 2025. I had a Talbots credit but the bill was never sent because signed up for email in January 2025. But I never received an email bill. I've been a member of ******* since 2018. I've always paid bill in full never late or paid interest. It was clearly a miscommunication. The bank staff stated "Oh I know what happened the updates went to your spam mail and we tried to call you 200 times." I thought she was trying to be sarcastic. I haven't received any calls from Comenity. She was very rude and dismissive. I paid the amount unwilling but file a dispute with the credit bureau. I had a credit score of right at ********************************************************** November 2025 with a 2.9% . Well, paid that off in April 2025. I never heard of this bank and never paid any attention to the back of Talbots card. I f/u with the credit bureau, they haven't heard anything from Comenity. But I will never do business with any company banking with Comenity. Please help resolve this issue to restore my credit

  

  Business Response

  Date: 05/14/2025

  We are Comenity Bank and Comenity ************. 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: 05/14/2025

  Comenity Bank has more than 2500 complaints in 36 months. I called ******* store asked if they were aware. The reply - **** had several complaints from our customers. Unfortunately, I paid the bogus charge and filed a complaint. Im trying to correct the unjustified claim that lowered my credit score. I have called several times but no one will answer . Its as though my number has been blocked. This company is taking advantage of good people with their unfair tactics. I did have a credit for ******* on a return. All explanation on a recorded line.

  Customer Answer

  Date: 05/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23299398
  
  I am rejecting this response because: Ive tried to call Comenity several times. Its as though my number has been blocked
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/06/2025

  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 spent ****** Credit Card points to receive $100 PlayStation card and I never received my Playstation code. I spent the points on April 15th, 2025 received an e-mail receipt with Order number ******** and a notice stating I would receive the Playstation code in an future e-mail. I never received that e-mail. I have called into points redemption line multiple times each time they stated it would be another 2-3 business days. The last time on May 1st, they stated they where submitting a new redemption for the ****** points and gave me a confirmation number of 4857. I never received that and today they stated they can not help me and I would need to call Playstation. My ****** points have been subtracted from my benefits and I have received nothing.

  

  Business Response

  Date: 05/06/2025

  We are Comenity Bank and Comenity ************. 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.