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 659705 San Antonio, TX 78265-9705

• 

  Comenity Bank

  12921 South Vista Station Blvd Draper, UT 84020

• 

  Goodys

  8221 US Highway 51 N Millington, TN 38053-1707

• 

  Breadpayments.com

  PO Box 783186 Philadelphia, PA 19178-3186

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:03/03/2025

  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 Bank/******* has not only billed and added a fee for a mailed bill- they have charged me a late payment fee for an account paid in full by phone at which time I CANCELLED my credit card with Carters.I have spent hours trying to remedy the situation by phone to find that their phone operators only take payments and at other phone numbers- they cant find my account because it was closed.I even trued to call the ******************************** with access to another company by text message which required my signing a ONE YEAR Contract for auto signatures!!!Bottom line is that this is a Third party bank for a number of retailers credit card- AND - buyer beware! The only way to actually communicate is by writing and sending a letter to ***********- which I have just done.Based on the complaints on the BBB site- its clear that you gave not investigated this shifty non- customer friendly bank and my chances of getting my money back are non-existent!

  

  Business Response

  Date: 03/04/2025

  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:03/03/2025

  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.

  It is absolutely absurd how Comenity Bank treats their customers, yet there is not ***** given. It is wrong to not send out a notice your payment is due within so many days reminder to make a payment. We missed our due date on one of our cards, because it didnt get scheduled however our other account same due date that we always pay together had processed with no issues. Asked for ***** and to have late fee waived and they cant because the account is closed. The account was closed because the company went out of business, we didnt close the account. Made the payment as soon as we got a notification saying we missed our payment, but they couldnt send a reminder saying hey your payment is due within the next few days. We have many other cards through comenity bank and this is the only account we seem to always have issues with. People make mistakes, technical issues happen, yet there is no room for human error or technical error. Its a bad business model and were just asking for the late fee to be removed out of respect and courtesy. All they seem to care about is how quick they can make a buck it seems like. Change the business model and change how its worded in the statements because this is so wrong!

  

  Business Response

  Date: 03/04/2025

  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:03/03/2025

  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 is a complaint about their collections department. I was told by ***** to call homm on a certain day and time to set up a payment plan. And or course, he was not there. Then ******* ( i believe that was here name) would not inform me when I could reach him. ******* told me a payment plan was not available to me, although ***** said yes. Then ***** the rude supervisor said she would not stick to Randy's word of $50 for 6 months. This is completely wrong to do. I am wanting to pay it off at the end on the month but ***** wants me to pay nearly $100 more than what was stated by her employee *****. I am financially struggling and this is just wrong. Something needs to be done with these leeches that try to **** every ounce of blood out of you. They rather get every dime they can get and you be on the streets. Do not ever deal with ************** for your credit needs. They are not a business of there word.

  

  Business Response

  Date: 03/04/2025

  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:03/03/2025

  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 sept 30, 2024 and Oct 24, 2024 I mailed 2 check to to Commenity Bank in OH to pay my bill. both checks have been cashed, (apparently sent to wrong address, see check) They did not go towards my payments. Our Bank has sent commenity bank has sent multi affidavit of forged endorsments to follow up and has recieved no responce or a run around. Mean while someone has my $760. I am a retiree and on a fixed income and thats a lot of money floating around in limbo.
  
  Please advise

  

  Business Response

  Date: 03/03/2025

  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: 03/19/2025

  From: WIRELESS CALLER - Voicemail box 123 <********************************************>
  Date: Wed, Mar 19, 2025 at 1:50 PM
  Subject: Voicemail from WIRELESS CALLER at ************** on Mar 19 2025 1:49 PM
  To: <***********************************************************************************>
  
  
  
  
  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Wednesday, March 19 2025 1:49 PM
  From: WIRELESS CALLER **************
  Duration: 41 seconds
  Voicemail box: 123
  Transcript:
  This is to let you know that ************* has not sent a letter explaining what their problem is. Maybe you can put a spark onto their, but I don't know, I don't know where to go. You can help. It would be great. We appreciate it. My number is ************. Thank you.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau C/O ********* ********** *************** 
  ******************** Complaint ID# ******** 

  
  Hello *********, 
  
  March 31, 2025 

  
  ***** L. ******* *************************************** ************ 

  
  I am writing in response to the letter I received from *************** In the initial complaint we filed with you we asked them to sign the Affidavit of Forged Endorsement. Of which has been mailed numerous times. 

  
  In return, **************** answer was we must contact the bank that cashed the checks. AGAIN, with no signed Affidavit of Forged Endorsement. 
  This is a simple request so our bank (***********) CAN go back to PNC. 
  

  Respectfully, 
  ***** *. DiNardo 
  

  
  

• Initial Complaint

  Date:03/03/2025

  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 financed my account with this company.i had a plan of 9.99 % for entire 60 months. When their company changed their billing system my account was pushed over to a different plan that charged me *****% interest. I contacted the company multiple times and finally got an American to understand what had been done. It was supposed to have been corrected and returned to my original plan and what they had done. Then I started getting bills with a small amount still being charged the *****% interest. I called the company multiple more times and they kept telling me it had been corrected. As you can see it hasn't. I want my billing to go back to my original contract as it should be. I changed nothing. The company told me it was a " glich" and would be corrected. It has not. Now my account payment is being split paying partially to the higher interest rate for the amount they say was past due when I continued to pay my original parent of $63 a month and not the higher payment when they changed my account to a different plan. They tell me it is for thenpast due I didn't pay for the higher payment plan when it was switched over temporarily! WHAT!!? I didn't change the plan, they screwed up!!

  

  Business Response

  Date: 03/03/2025

  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: 03/10/2025

  '**** ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Fri, Mar 7, 10:07 PM (3 days ago)
  to **********************************************************************************************
  
  I have filed a complaint about illegal business charges and have not heard anything from the business as of today. Today is March 7, 2025. 
  
  Thank you,
   ******* Kitchens

• Initial Complaint

  Date:03/03/2025

  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 2/27/25 I went to Victoria secret located at **** *** ** ****** ** ** ***** and it paid 60.00 towards my Victoria secret bill please note the amount due was 30.00 and it was due by 2/28/25. As of 2/28/25 the payment of 60.00 is not reflecting and Victoria secret in store and or customer service is unable to help . They are unable to locate the payment and I was told to avoid a late fee I had to pay 30.00 which is the amount due despite already making a payment . To avoid a late fee I paid an additional 30.00 which has already reflecting on my account .

  

  Business Response

  Date: 03/03/2025

  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:03/02/2025

  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 December 19, 2024 I visited a Buckle Store in my area where I purchased a $50.00 giftcard.
  On January 19 I paid a payment of $35.00
  On January27 I received a bill that had charged me my payment plus a $30.00 late fee. I called CS on that day and informed them that I had paid a payment even before I received the bill and that if I was going to be charged a late fee then I would pay off the card and not use it again. The $30.00 late fee was removed and my due date was moved to the 25 of each month. I also received a letter stating that my due date had been changed and my next payment would be due March 25.
  On Feb. 27 I recieved a bill for $53.00 of which a $30.00 late fee had been added again. I called customer service again and was told that the February payment was late, that my bill was due Feb 7 and that the late fee would not be removed even though I had the letter in hand showing the due date as March 25. I told them that day to cancel my card, I would pay the $53.00 just to be finished with this company. I paid in full the $53.00 and assumed the account was closed. Today I recieved a final letter that they did close the account but have again charged me $25.00 for whatever reason.
  Since purchasing this $50.00 giftcard they have made me pay $88.00 and are asking for an additional $25.00.
  I feel I do not owe this since I was given the total and paid it off, and closed the account on Feb 27. I am asking that you investigate and tell me if I am required to pay again the additional $25.00

  

  Business Response

  Date: 03/03/2025

  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:02/28/2025

  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.

  A fraudulent card was opened under my name, i contacted ulta and comenity they said they would close the fraudulent account. Its been closed and removed from my credit report. I have a ulta rewards account that does not reflect the credit card charges they made with the fraudulent card. Yet, even after the credit bureaus told me the ulta credit card was fraudulently opened. I keep receiving letters from comenity. They are harassing me for someone stealing my information.

  

  Business Response

  Date: 03/03/2025

  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: 03/22/2025

  I called 12/27/24 to dispute this card and requested an investigation to how was it opened if I dont live anywhere near ******** and I was at school at the time preparing for graduation. I asked for surveillance cameras to be checked because it was not me. They can compare the images with images from dates I actually went to ultra. Another issue that transaction that opened that credit card it does not show up in my ultra rewards account under my revolutionm7 email account. That person either used a different rewards account or used neither which I dont understand how they applied for a credit card and shopped without using a rewards account.

  if I flagged this account as fraudulent and it was closed how am I getting late payments reports in March?

  Customer Answer

  Date: 03/24/2025

  
  
  Revolution M7 <*******************************>
  Attachments
  Sat, Mar 22, 12:05 PM (2 days ago)
  to disputeresolution
  
  
  These are the documents I have received from comenity, i included the 2 letters the fraudster tried to open 2 accounts under my name the same day. Only 1 was successful the ulta card.
  

  
  

  Customer Answer

  Date: 03/24/2025

  Im enclosing the fraud report, plus 2 letters I got of the fraudsters trying to open a second account at carters. I spoke to *** at Comenity on Saturday.

• Initial Complaint

  Date:02/28/2025

  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 problem is that I paid my balance off in full on February 16, 2025 entirely and Victorias Secret Comenity Bank has send me another bill because of interest. I paid my bill off entirely and how can they send me another bill of interest my due date is on February 19, 2025, My question is how many customers have they ******* them out of money for paying off full balances and still charging interest in which they paid before the due date in full. There is no explanation for this you cant be justifiable to this is a scheme for paying off full balances. They have already credit me back for a refund but this should never happen on full balances pay off on accounts.

  

  Business Response

  Date: 03/03/2025

  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:02/28/2025

  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 never received a credit card from this company, then they started harassing me, never got any bills in the mail, I gave them my address, I paid them 32.00 they said it was late , now they keep charging me late fees, they won’t work with me, I told them if I pay 33.00 can they close account , they said no. I want it closed and be done with this account. Thank you for your time.

  

  Business Response

  Date: 02/28/2025

  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.