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 75265 Dallas, TX 75265-0001

• 

  Comenity Bank

  PO Box 659465 San Antonio, TX 78265-9465

• 

  Comenity Bank

  PO Box 650972 Dallas, TX 75265-0972

• 

  Goodys

  8221 US Highway 51 N Millington, TN 38053-1707

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:06/10/2025

  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.

  My dispute is due to this company ruining my credit by claiming I owe a debt that I do not owe. I never made a purchase after paying my account down to a zero balance in 2024. After this I received a bill for a late fee and disputed that. The late fee continued to multiply and I refused to pay and kept sending dispute letters. Later in the year I was reported to collections by the company and continued to be dismissed every dispute I attempted was not overturned. I have now lost my credit with over 6 cards being closed and my credit has taken a huge hit due to this invalid debt. Currently, I am unable to obtain new credit from any reputable creditor and Victoria's Secret has sold the debt which led to that company also reporting to my credit. The affects are devastating and I have exhausted almost all of my options aside from hiring an attorney which is my next move if the company does not resolve the issue on all parts.

  

  Business Response

  Date: 06/10/2025

  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:06/09/2025

  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 been not only a loyal Victoria Secret card holder but also a Buckle card holder for years.

  My problem is with the website for paying on my Buckle card. For probably the last year everytime I try to log in my username auto-populates but when I enter my password it tells me my account cannot be found. I have used the same password this entire time too. I then will go to the forgot username/password link and put in my username that the website auto-populates with my zip code and last 4 of my social and again tells me my account can't be found. I don't carry my account number/card with me so I have to wait until I get home to enter my account number/zip code/ssn and the system miraculously finds my account!

  With the username I JUST tried logging in with! I have incurred a few late fews because of this issue with the website. I've never had a problem paying my bill in the past; just these last few months the website has been a problem. I called customer service 3 times only to be told my account isn't eligible for a late fee refund because I received a refund a few months back. But that was only because I couldn't get into my account online. And it happened again!

  I couldn't pay online because of said website problem. I just want the late fee waived again one more time because this was beyond my control. Also out of the 3 times of calling customer service I was hung up on twice. I would love to continue being a loyal customer but not until this issue is resolved. I always make my payments on time but it's hard to do if I can't log in.

  

  Business Response

  Date: 06/10/2025

  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:06/09/2025

  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.

  Made a purchase in December 2024 from ****** using the Archarge credit card. Was told a 24-month promotional balance with 0 interest if paid within 24 months. Received an email from Comenity Bank stating that my balance needed to be paid in full by June 2025 or I would be charged all deferred interest. Upon calling customer service, I was told that nothing could be done because the purchase was made over 60 days ago.

  

  Business Response

  Date: 06/09/2025

  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:06/06/2025

  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.

  Dollar value: $5.54 & continued interest and late fees after the account was paid in ******* account was wrongfully closed. The bill was paid in full in January 2025. I received a letter in May 2025 stating that my account was closed for non-payment. I contacted Comenity bank via telephone & written letter (May 23, 2025) showing receipts that the bill was paid in full. They informed me that I still owe interest & late fees after February 2025. My email receipts will show that all was paid in full down to the $5.54. I paid the $5.54 again and now they are charging me additional late fees & interest. The account was closed and affecting my credit score. I want them to correct this matter & change the status of my credit report. December Bill statement: $263.94 Paid on January 20, 2025 *********************** $5.54 Paid on February 23, 2025 Now they are telling me I owe them $76.70 by June 20, 2025

  

  Business Response

  Date: 06/09/2025

  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:06/06/2025

  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.

  This concern is in reference to my Torrid account ending in: 2235. This goes back to April 21, 2025. I returned a recently purchased unused item in person to the local Torrid store. My return was accepted and my account was ************************ for $23.94 USD. I then went to pay the balance owed of $10.00 USD via the telephone. Unfortunately the return had not posted to my account yet and the system would not accept the ten dollar payment. Admittedly I should have tended to this matter earlier, however I was diagnosed with COVID-19 and RSV in early and late April 2025. Ive been quite ill and not kept up-to-date on these matters. I just received a notice yesterday 06-05-2025 from Comenity Bank dba Torrid that my account has been suspended. Im more than happy to pay the original $10.00 balance without any additional fees being levied. I would also request that Comenity remove any derogatory information from all of the credit reporting bureaus. My payment history with Comenity/Torrid has been excellent and my high credit score 800+ reflects my diligence.

  

  Business Response

  Date: 06/06/2025

  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.

  Customer Answer

  Date: 06/06/2025

  Here is a copy of the letter I received from Comenity Bank with reference to BBB complaint #********

  Customer Answer

  Date: 06/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  Im awaiting their direct contact reply before I accept their response.

  Complaint: 23435472
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/05/2025

  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.

  The business keeps calling and harassing me during all hours, especially during work hours. I am currently in bankruptcy and have nothing I can pay to them for a debt less than $200.00

  

  Business Response

  Date: 06/05/2025

  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:06/05/2025

  Type:Sales and Advertising 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 paid ******. It took the money out of my account, but ******************** said I had insufficient funds in the account. I purposely kept the exact amount of the charge so that it wouldn't kick back. I had over ***** in another account and they kept telling me on the phone I had insufficient funds in the account, so I paid it online. It took the money immediately. Now here it is, I have lost ****** dollars and they say i still owe 590. This is absolutely ridiculous.

  

  Business Response

  Date: 06/05/2025

  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: 06/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23430083
  
  I am rejecting this response because: 

  you literally arent saying what youre doing to resolve the issue. Just looking into it. Ive been calling for days now and no one knows anything.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:06/04/2025

  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.

  Not willing to work with someone with a diagnosis putting them at less hours and less funds. Called to see if they had any type of hardship plan to maintain payment and contact with them. Extremely rude. Been hung up on several times. Never responds to emails. No options. I only have a $400 balance. Youd think they want to work with someone. Instead they just call 29 times a day and harass you. Then report it to the credit bureau to ruin you. Something should be done about them. Would like them to respond to email so I have records of communication and wont get treated terribly and hung up on.

  Customer Answer

  Date: 06/04/2025

  I have been enrolled in their credit protection program and they are not a knows it when I call or email.  These images prove my enrollment and they still reported me to the credit bureau ruining me 

  Customer Answer

  Date: 06/04/2025

  I have been enrolled in their credit protection program and they are not a knows it when I call or email.  These images prove my enrollment and they still reported me to the credit bureau ruining me 

  

  Business Response

  Date: 06/04/2025

  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:06/04/2025

  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 PAID OFF (IN FULL AND ONLINE) THE CURRENT BALANCE ON MY COMENITY PLAYSTATION **** CARD ON 4-17-25. THIS PAYMENT CLEARED MY CHECKING ACCOUNT ON *******. THE DUE DATE FOR MY PAYMENT WAS 4-28-25...A FULL 7 DAYS BEFOREHAND. ON MY MAY STATEMENT I WAS CHARGED $54.72 FOR RESIDUAL INTEREST. i SENT A MESSAGE TO THEM DISPUTING THIS INTEREST CHARGED TO MY ACCOUNT AND ASKED FOR IT TO BE REMOVED CITING THE DATES ABOVE WHILE SENDING PROOF AS TO WHEN PAYMENT CLEARED MY CREDIT UNION ACCOUNT AND HIGHLIGHTING THEIR OWN WORDS ON MY STATEMENT THAT STATES THEY WILL NOT CHARGE INTEREST IF BALANCE IS PAID IN FULL BEFORE THE DUE DATE. ALSO, AFTER PAYING OFF MY BALANCE IN FULL, THEY LOWERED MY CREDIT LIMIT FROM $7,500.00 TO $750.00 CITING COMPLETELY FALSE REASONS. THEY SAY THEY ARE "INVESTIGATING"...MEANWHILE THEY HAVE CHARGED MY ACCOUNT A LATE FEE OF $41.00 AND $2.00 MINIMUM INTEREST. I WILL NOT PAY THESE CHARGES AS THIS IS CLEARLY AN ATTEMPT TO PUNISH MY CREDIT FOR PAYING OFF MY BALANCE AND NOT ALLOWING THEM TO CHARGE THEIR RIDICULOUS INTEREST RATE OF *****% AND *****% FROM MY PREVIOUS DEBT.

  

  Business Response

  Date: 06/04/2025

  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: 06/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23417658
  
  I am rejecting this response because: They have had almost 2 months to address this issue and keep saying that they are investigating while charging me interest and fees on the interest I am refusing to pay. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/04/2025

  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.

  Comenity manages the store card for **************. I have had a credit balance of $50 for a couple of statement cycles, and Comenity refuses to send a refund check. They claim that they sent a refund check for .20 over a year ago - which I never received. Because I "never cashed that check" according to their response, they could not send ********** they sent ANOTHER absurd check for twenty cents, which I had to make a special trip to the bank in order to cash.They still refuse to send the $50 they owe, claiming that "one refund check" has been issued, so they cannot send another one.Apparently no one at this bank understands the difference between two dimes, and fifty dollars.

  

  Business Response

  Date: 06/04/2025

  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: 06/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23417645
  
  I am rejecting this response because: I will not accept ANY response from this dreadful bank except a check for the full amount owed.
  
  Regards,
  
  **** *****