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:03/11/2025

  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 closed my account with full beauty on 2/11/25. I received a bill of 3.00 minimum interest fee on a $0 balance card. They will not remove charge and said if I didnt pay they would continue to charge me $3.00 each month. I canceled my account with full beauty because of the obscene fees. I closed it in the telephone automated system. The customer representative said I needed to call and speak to a representative after. What is the point of an automated system if I had to do that. I never even received a physical card and never knew my card number. Originally they said I couldnt make a payment without the credit card number. Request a duplicate and never received that one. Then they charged me a late fee. I decided to pay off and close the account to protect my ********************** score

  

  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 put jewerly from Diamonds Internation and put it on credit I have paid for years and never had a late charge until now I asked the bank to credit the late charge but they said no I pay my bills on time and have a 781 credit score I asked them to give it one time and they said no I think this is awful

  

  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:03/10/2025

  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.

  Letter attached. I paid this bill in completion and they tacked on a $2 fee - which I had already paid the interest. I told them I didn't want another bill. They started attaching $39.00 late fees and didn't stop until it was well over $300.00. I tried calling and talking to them and they would only credit me $100.00 - I've closed another account because of this bank and I believe they were fraudulent in adding additional fees that were not warranted. I pay my bills. I've attached the communications from them as well as a letter I will be sending to them. I would like my credit restored to previous numbers before this ridiculousness happened. The retail stores are fed up with this bank because of their unscrupulous behavior and many people are closing their accounts.

  

  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: 03/21/2025

  ****, ******** <***********************>
  Thu, Mar 20, 4:05 PM (17 hours ago)
  to **********************************************************************************************
  
  
  Im sorry but I do not understand what it is you need from me. Ive sent you everything I got from them. I dont know what else to send but have not heard anything from them
  
  
  
  
  
  
  Sent from my iPhone

• Initial Complaint

  Date:03/10/2025

  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.

  As a long time card holder of their ********** secret card, their site was down when I attempted to make my payment. I was able to get through the site the date after my payment was due and immediately called their customer service line to ask for any late fee to be waived. I was told the late fee would be waived. The following month I received a bill for a late fee of $30 with $15 waived. At no point in the original conversation did the customer service representative indicate it would be a partial fee waiver. I contacted customer service again who refused to waive the remainder. The ************************************ (CFPB) limits credit card late fees to $8, effective May 14, 2024. I have since received a bill with multiple late fees of $41. This doesn't seem to be legal or ethical. I'm filing a complaint as the fees for the purchase were paid and the original late fee was told to be waived not in partial.

  

  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:03/10/2025

  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.

  *** purchased a table from Arhaus furniture with a line of credit from Comenity Bank under a promotional 6 month plan. Total amount was $3,482.92, a portion of the plan expired on 033/25, $(3,156.29), the rest, ($326.63), expiration date is 4/2/2025. Ive been paying my plan religiously, to make sure that I dont have to pay interest. (Comenity can back me up on that).Well, the thing is that I ended up paying the total amount this past Saturday, (including the promotional to expire in April). It seems that when I payed last week, on 3/4. (3/3 I was having neck emergency surgery, I thought that I covered my whole promotional amount, that was set up to expire the day before, but as I was admitted in the hospital, the last thing that I was thinking in the middle of my pain was check accounts to pay.Well, on 3/4, after surgery, went online and made a payment, to make sure that I didnt get charged interest, this past Friday Ive submitted the final payment to cover for the whole remaining balance. Today, I am checking emails and saw that I owe comenity $37 for interest, which is ok, but went online to see that theyre charging me $435, the interest for the whole amount, based on $18 dollars that I didnt covered when made my payment still under anesthesia. Ive called customer service and explained, but they said that theres nothing that they can do to help.I just submitted a payment for the $37 interest, but $435 is 2 weeks of food for my kids, (I am a single mom of 3, currently disabled due to my neck surgery and without current income, until disability kicks in.Please remove the interest from the account, Ive paid in full, and to be honest, it is abusive to charge $400+ only for $18, and pretend that you cannot assist at all. Payment scheduled on 3/11, was attempted to be scheduled for the same day, (3/8, but the system didnt let me to select the date, the earliest allowed by the system was 3/11). The payment for $37, is for the interest rate.

  

  Business Response

  Date: 03/10/2025

  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:03/09/2025

  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 in full to Sephora, Comenity Bank credit card on January 26, 2025 in the amount of $133.96. I had a zero . And now I have a $76 balance that I have no idea where it came from. And Bank tells me that its late fees. I dont know where the late fees are coming from when they were not on my account when I made my payment in full on January 26, 2025.And then I got a letter in the mail stating that they were lowering my credit limit because I did not pay my late fee and I dont understand what its from because I paid everything in full. I would like them to correct the billing and put it back at zero balance where it was on January 26, 2025, and there was no purchases made after that and also corrected on my credit report

  

  Business Response

  Date: 03/10/2025

  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:03/09/2025

  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.

  My credit card account has been closed by my request since the first of January 2025. Since then this company has been charging me Interest Charge On Purchases which I have no purchases since my account is closed. Second Interest Charge On Cash Advances I have never used this service again my account is closed so no transactions should occur.

  

  Business Response

  Date: 03/10/2025

  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:03/09/2025

  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.

  This account was to be covered by account assure back in 2022, when I was medically unable to work due to health conditions and multiple surgeries. At that time the account only has a ********************** limit of $1250.00. This company has been calling me 15 times a day leaving messages every time and using multiple and private numbers. They also send and email and text with each call . This has been going int every day for over a month now, I have enclosed a few pictures of the multiple emails and calls, all the private numbers and blocked and unblocked out of state numbers .

  I have talked to them about this years ago and again about a year ago. This issue was supposed to be resolved.from the original date ( in September 2022 and then again twice alter their incompetence in my case. I recently written to them asking them to stop harassing me and told them I had contacted you. They still won't stop I want this bill to be completely erased without prejudice, I want any and all negative reports in my credit to be recinded, I want the harassment to stop . They have not. I'd also like to see them fined for this behavior

  

  Business Response

  Date: 03/10/2025

  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:03/08/2025

  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.

  There was a technical error that resulted in my payment to this bank coming in two days late. I asked for leniency via there secure messaging but was not made aware when I was sent a reply. I was offered $15 when the late fee was $19.42. I paid my balance which was the same amount. Their late fees go all the way up to $40 but they weren't able to charge that due to my very low balance. I paid and I always make my payments on time. The $15 credit was taken away since I missed the message and they added another late feel of $19.42.

  No email or letter was sent to me to inform me of either late fee. I noticed I had a statement for $40.83 and realized that they did this to me. I had returned the items so I assumed the balance was taken care of since I had not received any communication. I am going through a lot of personal issues right now and was unable to recall to check my messages from them 24/7. I sent the message in late Feb but just got an email today saying my balance due. I should have received an email when I had a message in my inbox.

  So today I wasted three hours trying to speak to someone. I was told that one fee could be forgiven but I would not be able to close out the account. If I chose to close the account I would have to pay the forced two late fees which equaled to double my original bill. If I did not pay I was threatened that $40 would be added every month and they would ding my credit.

  I wanted the credit for the entire amount and close out but they told me I couldn't even get one credit if I close. I asked how long I would have to keep it open and they did not tell me and would not explain why I had to keep it open. They did not verify my information countless times over the phone.

  I was hung up on multiple times even when I was trying to be calm. They intentionally antagonize you and try to make you more upset. They violated my privacy and closed the account without ever having to verify myself. I did not verify my information for most calls.

  

  Business Response

  Date: 03/10/2025

  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:03/08/2025

  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 have made payments on time and more than the minimum required since opening this account 5+ years ago. The interest rate increases have forced me to not utilize the card but to pay it off instead. There was an adjustment made to my account in 2024 where I was unknowingly being charged $50.## for a service described as a hardship feature that was preventing my balance from decreasing and increasing interest along with it. Upon calling customer services, I was handed off from representative to representative, given various phone numbers, and put in hold for well over 40 minutes (multiple times) and ultimately a refusal to be connected to a superior at every turn. Aside from the lack of professionalism, when asked for employee names and employee identification numbers for reference, I was given false names and numbers as said from one of the representatives who I was transferred to rather than a superior as requested. My CC balance and interest over the course of 2024-Present has been nothing short of an extremely unwillingness to help and a cycle of dead ends with toll free numbers and transferring agents. When contacting the separate service I was charged with, they directed me back to the **** CC call center. This is unethical and effecting my finances. Any assistance outside of **** CC and Comenity Bank would be greatly appreciated.

  

  Business Response

  Date: 03/10/2025

  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.