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:07/14/2022

  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.

  Made a full payment from last credit card statement. Have proof from my bank they received it on July 5. Every time I call they give me a different answer. Still have not posted payment as of July 14. Payment needs to be posted. We do not want our credit effected or late fees or interest fees.

  

  Business Response

  Date: 07/14/2022

  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:07/14/2022

  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.

  Comenity Bank customer service is completely offline. I've called numberous times over the past 5 days and cannot get in touch with a representative. I've submitted 2 tickets through their online support system and have not received a reply after 72 hours. When I went to BJ's (I have a BJ's reward card) my $30 in rewards weren't available and for some reason my card is getting blocked probably due to fraud protection. I need to speak to their service department to clear this up so I can use my card.
  
  I don't know what's going on with them, but there's no reason their entire support staff is unavailable for days.

  

  Business Response

  Date: 07/14/2022

  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:07/14/2022

  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 an Ann Taylor Rewards Mastercard issued via Comenity Bank (now Bread Financial). While traveling out of the country my card was continually declined. Before travelling, I notified the provider of my travel plans so they would be on file and there would not be an interruption of service. When my card was declined I tried logging into my account and calling Customer Service, but could not reach an actual representative. The original message said there was a system update and the system was temporarily down. It is important to note, customers did not receive notification regarding the update or potential interruption in services. The next pre-recorded message said the offices are temporarily closed. The chat option asks customers to call the number, but you can not get through to speak to an actual person. The account webpage notes all card users should now be able to use their cards without issue, but my card is still continually declined. I sent several secure email messages to the provider, but to date the issue has not been resolved. I have a zero balance on my card. There is no reason on my part as to why the card should not be working. The Ann Taylor ALL Rewards Mastercard page has now changed "Comenity Bank" to "Bread Financial". Customers did not receive notification of this change. I have called every number I can locate for Comenity Bank and Bread Financial, but still have not been successful in reaching a representative. My desired resolution is for an explanation and for my card to function properly. It would be nice it the company could provide some type of perk for the continued inconvenience as I have over $12,500 in available credit that I cannot access.
  
  I have attached some of the email communication I am able to access at this time.

  

  Business Response

  Date: 07/14/2022

  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:07/14/2022

  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 June 26th i attempted to pay my comenity-****** credit card bill of 141.23. The system was not working (issues with their website) and it didn't work. I tried this multiple times over the next several days. I saw a message that they had been having issues but it was working so i tried again on July 1st and it still didn't work. So, instead, i went on my banks website and paid it through them. This week i noticed a duplicate payment on my bill. One for July 5th and one for July 6th. I have attempted to contact Comenity MULTIPLE times. When i call, i either get put into a queue and no one EVER picks up, or it hangs up, OR , twice i got through to someone and each time they said they needed to put me on hold to look it up and then hung up on me. When i try going through their website (secure message system) it asks me to log in and when i try i get a message that a glitch happened and they were unable to process my request and i should try again later. EVERY TIME. I have tried multiple times a day for several days! I am done! I want that duplicate payment paid back to my bank account and i want my card canceled. I will never deal with Comenity again

  

  Business Response

  Date: 07/14/2022

  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:07/14/2022

  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 a credit balance on my Ulta MasterCard account due to a vendor granting me a refund. I requested a refund of these funds from this bank over 30 days ago and have still yet to receive my over $2,000 refund.

  

  Business Response

  Date: 07/14/2022

  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: 07/18/2022

  
  I am rejecting this response because: 

  I was told that I would have my vendor refunded money after internal review which could take up to 21 days. You have exceeded the timeframe. I need my money asap. 
  
  

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair 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.

  I have been calling for 2 weeks straight to close my account. I have been on hold each time for over an hour with no one is picking up after an hour it automatically hangs up and I have to call back and the process repeats. On hold for an hour then hangs up. I always pay my bill online but now I can’t log in anymore. Payed my remaining balance on June 30th 2022 and they only took some of it. Tried to close the account over the phone with automated system said it was closed. Then got a statement that account was STILL open and I was still being charged interest. So I called to resolve and get no one answering just sitting on hold forever.

  

  Business Response

  Date: 07/14/2022

  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: 07/14/2022

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  
  
  ***** *****

• Initial Complaint

  Date:07/13/2022

  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 a Torrid credit card. I have always made on time payments with the same bank account up until several months ago because I got a new account. I removed my old bank account, added the new one and never had an issue making a payment.
  
  Their whole system was down for a couple weeks and no one could make a payment. Either I couldn't log in or when I could log in, it made me re-enter my bank info which was odd because it was already added to the account months ago. Finally made a payment on 7/4 and got a statement a few days ago that my next payment is due in August, okay great.
  
  I get a call today that I am past due. This is now a few weeks after I made a payment. Tried to ask how that is possible because I have confirmed that I made a payment and she goes "I see you made that payment but you still owe 42 dollars" giving me minimal info. Then phone hangs up so at this point I thought it was a scam. Called the official number, and a guy tells me that I am past due again. Then says "Your 7/4 payment was declined" they tried using my old bank account that has been closed for months.
  
  I just want something via email stating I will not be charged a late fee nor will this go against my credit. I was never notified via phone (until today) or sent an email that my payment was declined. My account on my end didnt even have an alert that it was past due, how is anyone supposed to know?
  
  The only thing I can think of is that for the past 3 days I have been getting restricted phone calls every hour that have magically stopped since I made a payment. No voice-mail, nothing. I personally only show they called me once today and I answered. Again I'd like something in via email stating thay this will not affect my credit nor will I be charged a late fee. They processed a payment using an old bank account that I haven't used in months and there was zero communication. Even on the phone it was like pulling teeth getting them to tell me that the 7/4 payment declined. So odd.

  

  Business Response

  Date: 07/14/2022

  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: 07/14/2022

  I am rejecting this response because it is not resolved. I was told it'll be investigated and I will get a letter in the mail with the results. I will accept once it is resolved.: 
  

• Initial Complaint

  Date:07/13/2022

  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 intended to pay for a dress and jewelry purchased in December 2021 with my credit card. The clerk at Talbots suggested I open an account. So I did. When Talbots started sending me bills, I was annoyed because I thought I had used my Citicard credit card. So I ignored the bills and waited to see the purchase show up on my Citicard monthly statement. When it failed to show up, I paid Talbots, including a late fee in. Talbots cashed the check for $211 in April 2022. So I thought we were done with the payment for the dress, jewelry, and late fees. Then I went to my paper statements from Citicard and found that indeed I had used it to pay for the dress and jewelry in December 2021. So the Talbots clerks took my Citicard as payment. There was no need for me to have paid that Talbots bill!

  

  Business Response

  Date: 07/14/2022

  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:07/13/2022

  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.

  I have a Victoria’s Secret credit card issued by Comenity Bank. Since their website is down, and is STILL down, I have no way to view my account and view my statements, transactions, and payments. Their website will not allow me to change my password because “there is a glitch in the system “ is the response I get, every time I try to change my password.. So, I called the Comenity credit card phone number again and since I couldn’t get a human being to help me access my account online, I reported my card as lost or stolen. I was told that I would receive my new card in mail within 7 to 10 business days but I ever received one and it has been 14 business days. I contacted local BBB office and they told me to call Bread Financial because that is the new financial company that Comenity is transferring to. I couldn’t get a human being there either and their automated system doesn’t recognize my account information. I called my local bank and they are unable to help. I called Experian and I can’t get a human being there and their automated system doesn’t allow me to get help with this issue. To summarize, I can’t access my account online on Comenity website, Comenity Easy Pay website, Bread financial website. Nobody is answering the phone at Comenity or Bread financial. I can’t make a payment ANYWHERE. I owe at least $2000 on my account. My local bank can’t do a balance transfer from my Victoria’s Seret account to my credit card I have with my local bank so that my credit report is not negatively affected because I have no idea what my balance is. I have spent the past three years working very hard to get my credit score as high as it is (in the very good range) and now I am worried.

  

  Business Response

  Date: 07/14/2022

  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: 07/14/2022

  I am rejecting this response because: I never received my new credit card after reporting it lost or stolen so how can I trust that Comenity will mail me a letter regarding this complain?
  

• Initial Complaint

  Date:07/13/2022

  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 had a refund check for $57.08 issued to me on 4/18/22 by Victoria Secret which was later returned. I deposited the check in my checking account and then it was later returned to my bank with a $20 fee charged to my bank account. I have tried without success for over a month to try and get this resolved. Their website has been down for weeks or months and is still not functioning correctly. I tried to use their "chat" online, which is useless, it is not a person. I have emailed. I called on 6/27 and was told they "cant see anything" as their site is still not working and to call back. I finally got a person on the phone today, 7/13/22, after waiting 28 minutes on hold and then got cut off when he put me on hold again to check with billing or something like that. He said he could see it but could not tell me why. He asked for my number at the beginning of the call but I have still not received a call back after being cut off. I have already spent way too many hours trying to get this resolved.

  

  Business Response

  Date: 07/14/2022

  Hello ******,
  
  Thank you for taking the time to make us aware of your concerns with your refund
  check. Your Better Business Bureau complaint has been forwarded to my attention
  so I may personally address your concerns.
  
  I
  am very sorry for the frustration caused by this matter.  I regret that I am unable to locate a refund
  check in the amount of $57.08.  I kindly
  ask that you please reply with a copy of the front and back of the check that
  you received. 
  
  If
  the check was issued by Comenity Bank in reference to your Victoria’s Secret Credit Card account, I recommend Victoria’s Secret Credit Card Customer Service at
  1-800-695-1526 for further assistance.  I am sorry that we do not have information about your credit card account
  
  ******,
  we look forward to hearing from you soon. Thank you for contacting Victoria’s
  Secret.
  
  Sincerely
  yours,
  
  
  Lee B.
  Senior Customer Care Specialist
  Victoria’s Secret

  Customer Answer

  Date: 07/21/2022

  I am rejecting this response because: I call that number and they tell me to call VS. This is a Victoria Secret CC and they need to help resolve this. I have already spent way too much time with no resolution and no one able to help me. I want the money refunded to me with the $20 fee. 
  

  

  Business Response

  Date: 07/26/2022

  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.