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:02/17/2025

  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 would like to file a formal complaint against Comenity ************. I applied for a credit card when they offered a promotional plan for 12 months with no interest. The promotional plan expired on 12/16/2024.

  Around June 2024, I requested a change in the due date for the payment, and I later received a letter saying that I was approved for it. In the same letter, I was told that to avoid any negative consequences on my account, the promotional plan would be moved out one month. I, of course, read that and was led to believe that my promotional plan would be extended to January.

  When the first week of January came, I had only $371.00 or so to pay, and I entered my account to be able to pay my final balance. I was shocked to see the balance of over $900.00, which was a result of their application of the accrued interest of $611. Every representative that i spoke to gave me diffferent information and they also sent me a letter with a false statement of extending my romotional plan one month only to tell me that it was not possible to do.

  I was scammed and lied to by the company, they gave me a letter with false information.

  I just want what I paid in interest back, which I had to end up paying based off the lies they told me. Every representative gave me a different answer, and the manager could not give me any sensible or logical answer without contradicting herself.

  I dont think its right, and I think it was very unprofessional and deceptive. That is not how you conduct business, especially with something as serious as your clients money.

  I have attached a letter with a more detailed explination and the letter they sent me that states i could get the one month extension. I paid it off to avoid it affecting my credit and now I want just the intrest I paid back on the grounds that I was decieved.

  

  Business Response

  Date: 02/18/2025

  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:02/17/2025

  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 complaint is about false advertisement. i have account with **** and i have a balance of est.594$ , i made a purchase of 436.46$ that amount was to have 6 months deferred interest. their billing states if you make a payment above your minimum payment amount the extra is to be applied to the deferred interest amount; however when i have made my payments above the minimum amount they are not applying it to that balanced . i called to complain and was told that i would have to call on the 12th of each month after i make my payment to have the over amount applied to the deferred balance in order to get it paid down before the 6 months is up . no where during my purchase or on my bill does it state that you have to do this ,nothing was ever mentioned to do this to keep from time expiring and then being charged the full interest of that balance, and when i asked to do this today the person i spoke with said it was to late to do so , my deferred time is up on june ******* my purchase was made on december 20 2024 i have already made 2 payments amounting to over 180$ beyond my minimum payment . they are not applying payments properly and are falsely leading people to believe that they are saving on their interest rate , while later they will charge them full rate. i want my payments applied properly

  

  Business Response

  Date: 02/18/2025

  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:02/17/2025

  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.

  **** Pay (by Comenity Bank) allowed me to open a credit account and charge the cost of my **** laptop to it, but now I'm unable to make payments on my debt. To create an online account with **** Pay, I require an account number, which can only be provided to me by mail, but I am leaving the country in a few days and still have not received it. Neither the website nor calling the toll free number has worked to obtain my account number; the person at the call center told me I'd have to wait for it to come in the mail, and if it doesn't arrive before I leave the country, I'll have to put in a new request to receive my account number by mail. What they DID do, however, was submit a second application for a second credit account on my behalf....

  

  Business Response

  Date: 02/18/2025

  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:02/16/2025

  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 had my account for over 3 years with Express through Comenity Bank. They sent me information about their company changing to *************** and in the same instance closed my account under the new bank, with no warning or notification. I have not had any late payments through this account, and had activity within the last year. This has greatly impacted my credit score, and now trying to speak to any customer service representative or get through to their customer service department has been another tremendous hurdle to overcome as no line answers with a real human, and the AI operator automatically ends the call due to my account being closed. This is an inappropriate way to handle accounts with long time clients.

  

  Business Response

  Date: 02/18/2025

  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:02/16/2025

  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.

  I opened a Sephora card with comenity. I called in November 2024 and paid off the balance and cancelled the card. The comenity agent said nothing more was due. In January, I received a bill with 2 late fees on it. I called comenity and I spoke to an agent. I said I didnt receive a December bill and am not sure why I now have a bill with 2 late fees. The agent said that she agreed with my statement of the facts (that I had paid off account and been told nothing was owed in November) but that she could not refund the late fees since I was no longer a card holder. She said to pay the fees and then write a letter to comenity asking for a refund. I did so and the response from comenity via letter is attached. They said they wouldnt refund anything. So we have an agent in November who said I had paid off the balance, late fees applied anyway, an agent in January who agreed that the late fees should be refunded and then the bank changed its mind. The bank is clearly taking advantage of me and is unwilling to right a wrong. I would like a refund of the entire $65 charged in late fees.

  

  Business Response

  Date: 02/18/2025

  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: 03/03/2025

  [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:02/16/2025

  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.

  On 01.18.25, I was able to directly access my ULTA BEAUTY REWARDS ********** account online from monthly statement emails sent to my home email address of ******************************* I have been doing so without problems since I got this credit card.Since 02.01.25 when I try to access my account on the website, I get nothing but a blank screen.I have made repeated calls to both COMENITY BANK and its governing entity BREAD FINANCIAL for a solution, but am getting the run around and STILL no FIX to their website. I have uploaded one screenshot from my computer that simply shows a blank Comenity Bank login page with the words "manage your account". I will send additional pdfs of email communications I have had with this sorry institution about the problem directly to you from my email address: ****************************** to ************************************************************************************

  

  Business Response

  Date: 02/18/2025

  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:02/13/2025

  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.

  Received a letter from Comenity ************ for an account under Bread Pay, that I never took out. They say that they have my personal information and they share this with others. I do not do business with these folks, nor do I want the to speak on my behalf,

  

  Business Response

  Date: 02/14/2025

  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: 02/14/2025

  Hockey <*****************************>
  Attachments
  1:42 PM (2 hours ago)
  to disputeresolution
  
  Here is the document that I received.
  
  Thank you,

• Initial Complaint

  Date:02/13/2025

  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 am ***orting 2 issues with the same company.Issue #1. I ordered clothes from *********** on November 12th, I never received the package. I contacted them again in December and inquired about the order. I was told by the *** that I spoke to that my purchase will be refunded, however, that never happened. The refund was never processed and I never received the products. I contacted them again when I noticed that the refunded never posted to my account and I was told that the refunded did not go through and that I should contact my credit card and file a dispute.Issue #2 Someone hacked into my *********** account and ordered $294 worth of clothes on my express card on February 3rd at 10:30pm according to the order details that was sent to my email. I chatted and called express first thing in the morning around 8am when I woke up. I was told that even though the items were not shipped yet, there was nothing they can do about the order or stopping the shipment from going out. The *** told me to call the shipping company once I got the shipping confirmation. When I called both *** and ****** the said only a *** from express can call to stop the shipment. When I went back to express the said no they will not call. I called and even spoke to a supervisor and no one tried to do anything. They told me to contact my express credit card company and dispute the charges. In the past few months to date *********** has caused me so much mental distress and refused to fix issues stemmed from their ************* definitely not shopping at express or *********** again.I did contact the credit card company and started the dispute which is subject to their investigation.

  

  Business Response

  Date: 02/20/2025

  Dear BBB,
  
  Thank you for bringing this customer's complaint to our attention. We're sorry to hear of the issues she has experienced and have taken the necessary steps to thoroughly investigate the matter and follow up with the customer directly.
  
  Concerning her first issue, a refund was initiated on February 18, 2025, in the amount of $82. This refund should be posted to the customer's ********************** card within 7-10 business days.
  
  The customer's second issue concerns an order she claims is not hers.  We referred the matter to Comenity Bank's fraud department and have urged them to contact the customer directly to expedite a resolution.
  
  Sincerely,
  Express Customer Experience
  
  

  Customer Answer

  Date: 02/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22939815
  
  I am rejecting this response because: 
  Though the first issue is said to be resolved (refund does not appear on my cc). Also, the second issue still remain unresolved. 
  
  Regards,
  
  **** *****-*****

  

  Business Response

  Date: 02/27/2025

  Dear BBB,
  

  Thank you again for reaching out to us regarding this matter. 
  
  We have followed up with Comenity Bank and can confirm that the refund has successfully been credited to the customer's account. Additionally, they have also communicated with the customer about her additional account concerns. If the customer has any further questions, we kindly request that she contacts Comenity Bank. As all necessary actions have been taken on our end, we consider this case closed.
  
  Sincerely,
  Express Customer Experience

  

  Business Response

  Date: 02/27/2025

  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:02/13/2025

  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.

  COMENITYBANK/Talbots failed to credit me with the full payment I made in satisfaction of my November credit card statement--$360.23. Instead they credited me with $104.50. After three calls to their customer service and two detailed letters including my bank statement and other documents from my bank showing that payment was taken by Comenity, I have received nothing except a letter stating a cancelled check is necessary. Since Comenity DIGITIZES customer checks, any bank employee knows there is no 'cancelled check' available. Other documents from my bank will verify this and were enclosed in my 2/4/25 letter to Comenity Bank. Comenity took my payment on 12/26/24 and I am still awaiting proper credit to my account or a refund. Also ongoing interest charged to me needs to be refunded.

  

  Business Response

  Date: 02/14/2025

  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.

  Customer Answer

  Date: 02/24/2025

  **********
  
  
  
  I have not yet received any letter or phone call from Comenity Bank providing a response to my complaint  related to the most recent documents I provided. I did receive a brief phone call approximately one week ago stating I would receive another call from Comenity Bank once a decision has been made. Therefore I cannot accept or reject a response until I receive that final response.
  
  
  
  ***** *******

• Initial Complaint

  Date:02/13/2025

  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.

  BBB transcribed from hard copy complaint form:To get the balance back to ******. I purchased on Nov 6 online 6 pcs of jewelry received Jewerlry 5 pcs. Was returned on Nov 15 ofr the 16th and I got ******* in credit but was not put back on card or accouont until 7 or more days.I called and ask the rep ********************** what the balance they said *******. I made the mistake of paing it off, then I realized what the credit was. I called and ask for a refund. The refund was ******* received over a month to receive what they done. They put the amount of the refund back on the accouont and now are saying the *** is I was never credited this amount toward the balance $*******. So I do not owe the balance of $3045.48. I want to know what happen to the credit that I did not get for the amount $*******. This amount should have been credited to the balance $2716.08 then I would have only owed $355.00 with the statement that received this is what the balance was. this is correct.

  

  Business Response

  Date: 02/13/2025

  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: 02/14/2025

  [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,
  
  ***** ********

  Customer Answer

  Date: 02/14/2025

  I DO NOT OWE THIS AMOUNT OF $3064.48 FROM THE STATEMENT THAT I JUST RECEIVED THE PROBLEM IS EVERYONE OF THE **** HAS A DIFFERENT STORY AND WHEN YOU ASK THEM FOR INFORMATION THERE RESPONSE IS I DON'T KNOW. WHAT THEY ARE SAYING NOW IS THAT VYSTAR CREDIT UNION CAME BACK AND TOOK $2716.08 THAT IS WRONG ALSO THEY ARE SAYING THAT THE AMOUNT OF $2716.08 DID NOT GO THROUGH I SENT THEM A COPY OF THAT SHOWED WHERE IT WAS TAKING OUT OF MY ACCOUNT TO **********************/*** JEWELERS THERE IS A BIG PROBLEM WITH THIS COMPANY AND I DO NOT OWE THEM $3064.48 I HAVE GOT 3 STATEMENTS AND THEY ALL GOT DIFFERENT BALANCES THE ONE DISPUTE IS OVER AND HAVE NOT RECEIVED A LETTER REGARDING THE OUTCOME I WANT 2 LETTERS FROM THEM STATING THAT VYSTAR CAME BACK AND TOOK BACK$2716.08 ALSO I WANT A LETTER FROM COMENITY BANK STATING THAT THE AMOUNT OF $2716.08 DID NOT GO THROUGH THIS HOW THINGS ARE REALLY SHADY WITH COMPANY YOU CAN'T TALK TO NO ONE IN THE DISPUTE **** OR THE BILLING **** THAY HAVE MY PHONE BLOCKED TO ALL COMMENITY BANK NUMBERS I REALLY COULD USE YOUR HELP GETTING THIS RESOLVED.

  Customer Answer

  Date: 02/14/2025

  PLEASE DO NOT CLOSE THIS OUT I NEED ALL THE HELP I CAN GET TO FIGHT THIS COMPANY ON THIS MATTER THEY HAVE A LONG HISTORY OF LAW SUITS AGAINST THEM I WILL CALL THE NUMBER FOR THE BETTER BUSINESS BUREAU ON FRIDAY FEB 14, 2025

  Customer Answer

  Date: 02/18/2025

  ******** ***** - Voicemail box 135
  Attachments
  Sun, Feb 16, 4:23 PM (2 days ago)
  to me
  
  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Sunday, February 16 2025 4:21 PM
  From: ******** ***** **************
  Duration: 58 seconds
  Voicemail box: 135
  Transcript:
  Hi, Mr. ******** This is ***** ********* I spoke with you the other day My phone number is ************ The complaint ID is ********* I know that you told me I needed to wait 10 or 20 days to get a letter I guess from ************** What I really want is proof of where they're saying that Vistar Credit Union took back ******* and I want a proof of where they said the ******* did not go through my bank account. That's what I really want because then maybe it will be resolved. Please give me a call back if you can. Thank you. Goodbye.

  Customer Answer

  Date: 03/31/2025

  BBB transcribed from handwritten letter received via US Mail:

   

  This complaint is about them saying that I owe *******. I do not owe this, the first problem is that Comenity Bank states that my Bank Vystar Credit Union took back ******** so therefore they this back on my account.

  The other probem is that the payment that I made ******* did not go through. I got a statement from Vystar Credit Union whre is did go through and was paid to Comenity Bank. They took another ******* back on the account.

  So now the balance ******* + ******* - ******* - then gave me credit ******* returns of 5 pcs. of jewelry 3072.68.

  I thought that when you return items you get credit that same day. This did not happen.

  On Wednesday 3-19-25 I went to Vystar Credit Union and showed them what Comenity Bank is saying that Vystar took back *******. They said they couldn't (illegible) me that was between me and Comenity Bank. I can't talk to no one about this.The **** that y'all have different stories which are lies.

  I feel like that Vystar should write them a letter stating that they did not take the money. I got no help them I am not going to pay money back because this money I do not owe. If I did I would pay them. I've worked hard to get my credit in good shape and now they are going to ruin me and probabl put a judgement against me.

  Please help.

  Attachments included