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:03/13/2025

  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.

  Being charged late fees on an account that was closed; have not made any purchases in 5 months; cannot get any resolution thru their CSRs

  

  Business Response

  Date: 03/14/2025

  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.

• Initial Complaint

  Date:03/13/2025

  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 opened my Comenity account via my phone at a Midas location on 8/1/24. I had to scan a QR code to open the application. I did not receive any paperwork via email or paper mail until Sept. 2024, but I did log in on 8/29/24 to go ahead and make an initial payment. At this point, I found I had already received a late fee as apparently the due date was for the month I OPENED the account, on 8/28/24. I attempted to reach out to customer service at that time via phone, but could not get past the automated system and ended up just bearing with the late fee. Due to issues with the time difference (I live in CDT, the company uses EDT) and other issues (payment was made on this date and verified by computer, but because an actual person wasn't on hand to verify this, it doesn't count as being received until the next business day), a few other payments were counted as late (submitted at roughly 3:50 my time, but didn't process on their computer systems until after 5 their time). Again, I bore with it. However, they then started charging me a minimum interest charge on a DEFERRED interest account. AGAIN, bore with it as it was just $2. FINALLY, it was the month before the deferred interest ended; I made two payments, making sure they both cleared before end of day, on 1/24/25 and 1/31/25, to bring the account to $0. On 2/3, I was again charged $2 min. int., followed by a late fee of $2 on 2/28, and another $2 min. int. charge on 3/3. I had to call the customer service line (AGAIN, as a message sent via the website only resulted in a waiver of the late fee) - and after saying representative about 6 times, the robot kept asking me what information I needed until I told it 'F you, Representative!' before it even put me through. After I explained the issues, the agent finally cleared out the $4 balance and closed my account (at my request). At this point, I feel I am owed a refund of the initial late fee of $30, the $4 in min. int. charges I paid, and updates to my credit report.

  

  Business Response

  Date: 03/14/2025

  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: 04/10/2025

  As of today, April 10th, 2025, I have NOT received any communication from Comenity Bank referencing this complaint. 

  Customer Answer

  Date: 05/07/2025

  
  
  ***** ****** <***************************************>
  Attachments
  Tue, May 6, 9:36 PM (10 hours ago)
  to disputeresolution
  
  
  Hello,
  
  
  I received a response from Comenity Bank, and have attached a PDF of their letter to this email. Below you will find my response to their letter:
  
  
  I understand that there were a few late payments on the account. The only one I have an issue with is the first one, the payment for August 28th, 2024. The reason I have an issue with this is that the account was OPENED during this billing cycle/period - ergo, there should not have been a payment due until the next billing cycle, which would have been September 28th. I did not receive my 'Welcome Kit,' as you called it, until the beginning of September. As you have noted in your letter, beginning on August 29th - the day AFTER you stated my initial payment was due - was when I began receiving paperless statements. So how would I know that you expected me to make a payment on an account in the month it was opened in the first place? The ONLY reason I even logged into the account when I did was to go ahead and make an initial payment to get started on it - and that's when I found out it was due that day! THAT is what I have a problem with, and THAT is why I am requesting a refund of that initial late fee that I was charged. I did initially try to reach out to customer service when this happened, but was unable to get through to someone in a timely manner (I refuse to sit on hold for an hour or more).
  
  
  Regards,
  
  
  ***** ******

• Initial Complaint

  Date:03/13/2025

  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.

  Penalty for paying off my comment/lanebryant credit card I called them feb 4 asked for payoff and did so by phone. Agent said the $81 was paying it off in full. 2 weeks later they came up with $63 owed in late fees and interest. I feel Im being scammed or lied too. I called 3 times and they offered Nothing but $15 credit. I shouldnt have to pay anything Thanks for your help!**** ********

  

  Business Response

  Date: 03/14/2025

  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: 03/14/2025

  [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

  Date:03/13/2025

  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 tried multiple phone s to resolve this issue and credit company is not willing to work with me . i paid my bill but now late charges are piling and I always paid my bill this is my first late charge that is piling up . this is worse credit company and I only had card for 2 months . I want them to wrote off my late fee and make is zero

  

  Business Response

  Date: 03/13/2025

  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: 03/14/2025

  From: ****** **** <*************************>
  Date: Thu, Mar 13, 2025 at 8:39 PM
  Subject: ID ********
  To: ******************************************************** <********************************************************>
  
  
  
  
  Hello ,
  
  
  
  
  This has been going in for months and my late fee is over $200 .I tried to  call CSR and was told my late fee will pile up and nothing they will do about  it. i am 43 years old and neevrchad this issue with credit card specially two months in the row not getting email and statements . CSR people were ao rude and unprofessional to me  and this late **** should be take care of instead of going up . i did pay late because not getting statement  but when I paid CSR did not tell me anything about late fee etc  . i hope you  can fond all conversation since I have not been treated right by your CSR regarding  this issues Two month and this much issue with credit card is just insane image0.png
  
  
  
  
  --
  ********* **********
  Senior Dispute Resolution Consultant
  BBB Serving ************
  *********************
  **************************
  
  
  

  Customer Answer

  Date: 03/27/2025

  
  
  ****** **** <*************************>
  2:23 PM (1 hour ago)
  to ******, **********************************************************************************************
  
  
  So sorry for so many email ,I just spoke with  Comenity  bank CSr her name is ***** and she confirmed that this bank never email statement's(how is that legal ) .She informed me that all communication is thru there website and that is it .In letter I attached I get email notification each  statement    Which is misinformation   info and it is in the writing  (so they providing fails    information .This needs to be reported and  this credit card should not be be able to treat custemers this way 
  Sent from my iPhone
  
  
  On Mar 27, 2025, at 13:43, ****** **** <*************************> wrote:
  
  
  I just received the letter (attaching here ) .I inky had two months statements  with  them and been issue since day one and my balance is almost $300 for payment I made online little late  without received  statements  .I checked my junk emails and have never received it .This credit  bank is pure scam to take people money for late charges they have not done RIGHT . i am 44 year old and never had this issue in MY LIFE .I do not mind paying $30 late fee  but that is all I am willing to do not $300 

• Initial Complaint

  Date:03/12/2025

  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 February 14, 2025, I scheduled a payment for $114.01 for my credit card. on 2/18, I received an email stating that the payment had been processed and received a confirmation. On March 11, I received an email stating my bill was due soon. This seemed odd to me, due to the email confirmation of my payment. Upon logging in, I realized that my past 2 payments had not gone through. I received no notification from Comenity Bank. I called and spoke with a representative and voiced my complaint of 1. receiving an email stating my payment was processed, and 2. not receiving an email or notification stating my payment did not indeed go through. The representative on the phone said he could waive $37 (one of the late fees. There was 1 other late fee of $30.) I paid my remaining balance (minus the $37). There were also interest fees accumulated. When i checked today, March 12, they still had not waived the $37. Also, my credit score went down over 60 points because Comenity reported my late payment.

  Desired resolution: 1. Comenity Bank should notify if there is a declined payment. This would prevent further interest fees and late fees accumulation.

  2. Refund late fees

  3. Correction to a credit report

  

  Business Response

  Date: 03/13/2025

  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: 03/14/2025

  [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, but it has not yet been resolved until:

  1. Comenity Bank should notify if there is a declined payment. This would prevent further interest fees and late fees accumulation.

  2. Refund late fees
  3. Correction to a credit report
  
  Regards,
  
  ******* ********

  Customer Answer

  Date: 03/14/2025

  
  
  '******* ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  3:39 PM (49 minutes ago)
  to disputeresolution
  
  
  I didnt understand the email that was sent regarding my complaint nor the response from Comenity bank as they still have not resolvedd the matter until:
  
  
  1. Comenity Bank should notify if there is a declined payment. This would prevent further interest fees and late fees accumulation.
  
  
  2. Refund late fees
  
  
  3. Correction to a credit report

• Initial Complaint

  Date:03/12/2025

  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.

  Money owed to Lane Bryant of the amount of $116.26, which was authorized and paid by bill pay from my bank BMO on September 16, 2024. In October, I started getting calls from Comenity Bank
  late payment and late charges added. I contact my bank BMO and it showed the payment was sent on that date. This went on calls, late charges added to my account. Made several attempts with customer service at Comenity Bank to resolve the matter. Finally in November, I received a letter dated November 5th from BMO stating the bank (Comenity) had returned the funds of $116.26 to our processing center with the reason REFUSED BY RECEIVER. I immediately went into Lane Bryant and paid my balance of $116.26 in cash. To this date, I have been tried to explain over and over. Filed a bill dispute inquire with Comenity Bank. On March 11,2025, I received a letter from Comenity requesting more information for processing to call. I immediately called explained again and no assistance was given, was told to make a payment. (That I do not owe, bank error). My credit report has been affected due to Comenity Bank.

  

  Business Response

  Date: 03/13/2025

  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: 04/03/2025

  BBB entered rejection written on copy of Comenity letter to consuemr dated 3.13.25, responding to sentence in letter that states "If applicable, any related fees have been removed. Consumer wrote next to this sentence,  stating "Not true attach is a copy of statement rec'd."

  Customer Answer

  Date: 04/24/2025

  BBB transcribed from notes written by consumer received via US Mail:

  Red'd inform on 4/15/25 from Comenity. Info enclosed. Thank you! When returned from Comenity pd. balance I owed. Not past due. Comenity fault

• Initial Complaint

  Date:03/12/2025

  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 obtained a credit card with a company whose financing is done through this bank. I made a charge. I did not receive the initial statement and after sometime was able to log into the website and pay the bill in full. I spoke with customer service who agreed to waive the remaining fees, all of which were associated with company charges. I started receiving phone calls from their collections department stating the account was delinquent. The company has since reported the account as 30, 60, 90 days delinquent; thus completely tanking my credit score, causing other cards to be closed or limits reduced. I spoke with someone in their collections department, In January 2025, who was going to submit to have the credit bureau reporting removed and balance on the account waived, brought to zero. I am now being harassed by someone with the bank stating they are pursuing legal action - all this over a balance of < $100 and the entire balance is made of fees and charges from the company.

  

  Business Response

  Date: 03/13/2025

  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:03/11/2025

  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.

  On 2/24/25 I called Comenity *** Jewelers to advised I sent a check also provided the check number and advised that it was mailed to the wrong po box. I asked the rep *** if they had another po box he advised no. I told him it was off by 1 number. I advised i would put a stop payment and asked if I incurred any additional fees of they could be removed. He advised me they would remove the charges. I called back on 3/11/25 to have charges removed and was advised by the rep ***** they could not be removed and *** did not document they would be. I asked to speak to a supervisor and was given to a senior she also advised the charges could not be removed because my account is closed. However, prior to me calling they removed the return check fee. I asked if the call could be reviewed. She advised she can file a complaint on my behalf but I would not receive a call back about the complaint. I never spoke with a supervisor, she was getting upset because I was asking questions, I was not able to get the charges removed as promised I am not receiving a call back from a supervisor. The customer service is poor. I also asked for a phone number for corporate and was advised i have to file a complaint on the app.

  

  Business Response

  Date: 03/12/2025

  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:03/11/2025

  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.

  Ive been a victim of fraud. Someone was trying to gain online access to my account so I called commenity to inform them and see if I could change the account number and reset the online access. Instead of offering help they completely treated me horribly. I could not get any answers, and still have not. I wanted to know if there were any unauthorized purchases but they kept telling me Id receive a letter. When I did it was requesting I send them my drivers license, social security and a utility bill. I sent it via email. Which they confirmed receipt. No **** no additional request for information but instead I receive a letter that they still have security concerns so they closed my account. Both my Caesars and Good *** RV. I cannot get any information regarding any unauthorized use. I was told the balance I owed and to pay it promptly. How can they demand full payment for whats probably not all my debt

  

  Business Response

  Date: 03/11/2025

  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:03/11/2025

  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 received a late fee of $30. *********** received and cashed my payment on 3/4/25, but did not credit my payment until I called on 3/9/25.Payment was mail on 2/17/25.Late fee credit they are offering $15.00. I want the whole $30. ****************************************************** and I had to call back on my **** rewards credit card.Late fee statement on **** clearly says credit for ALL.

  

  Business Response

  Date: 03/11/2025

  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: 03/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23050331
  
  I am rejecting this response because:  there has been no contact with me from the business.
  
  Regards,
  
  ******** *****