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

  
• 

  WFNNB/Cosmetic Credit

  8035 Quivira Rd Ste 100 Lenexa, KS 66215-2746

• 

  Comenity Bank

  PO Box 659705 San Antonio, TX 78265-9705

• 

  Comenity Bank

  12921 South Vista Station Blvd Draper, UT 84020

• 

  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:06/06/2025

  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 concern is in reference to my Torrid account ending in: 2235. This goes back to April 21, 2025. I returned a recently purchased unused item in person to the local Torrid store. My return was accepted and my account was ************************ for $23.94 USD. I then went to pay the balance owed of $10.00 USD via the telephone. Unfortunately the return had not posted to my account yet and the system would not accept the ten dollar payment. Admittedly I should have tended to this matter earlier, however I was diagnosed with COVID-19 and RSV in early and late April 2025. Ive been quite ill and not kept up-to-date on these matters. I just received a notice yesterday 06-05-2025 from Comenity Bank dba Torrid that my account has been suspended. Im more than happy to pay the original $10.00 balance without any additional fees being levied. I would also request that Comenity remove any derogatory information from all of the credit reporting bureaus. My payment history with Comenity/Torrid has been excellent and my high credit score 800+ reflects my diligence.

  

  Business Response

  Date: 06/06/2025

  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: 06/06/2025

  Here is a copy of the letter I received from Comenity Bank with reference to BBB complaint #********

  Customer Answer

  Date: 06/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  Im awaiting their direct contact reply before I accept their response.

  Complaint: 23435472
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/05/2025

  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.

  The business keeps calling and harassing me during all hours, especially during work hours. I am currently in bankruptcy and have nothing I can pay to them for a debt less than $200.00

  

  Business Response

  Date: 06/05/2025

  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:06/05/2025

  Type:Sales and Advertising 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 paid ******. It took the money out of my account, but ******************** said I had insufficient funds in the account. I purposely kept the exact amount of the charge so that it wouldn't kick back. I had over ***** in another account and they kept telling me on the phone I had insufficient funds in the account, so I paid it online. It took the money immediately. Now here it is, I have lost ****** dollars and they say i still owe 590. This is absolutely ridiculous.

  

  Business Response

  Date: 06/05/2025

  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: 06/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23430083
  
  I am rejecting this response because: 

  you literally arent saying what youre doing to resolve the issue. Just looking into it. Ive been calling for days now and no one knows anything.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:06/04/2025

  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.

  Not willing to work with someone with a diagnosis putting them at less hours and less funds. Called to see if they had any type of hardship plan to maintain payment and contact with them. Extremely rude. Been hung up on several times. Never responds to emails. No options. I only have a $400 balance. Youd think they want to work with someone. Instead they just call 29 times a day and harass you. Then report it to the credit bureau to ruin you. Something should be done about them. Would like them to respond to email so I have records of communication and wont get treated terribly and hung up on.

  Customer Answer

  Date: 06/04/2025

  I have been enrolled in their credit protection program and they are not a knows it when I call or email.  These images prove my enrollment and they still reported me to the credit bureau ruining me 

  Customer Answer

  Date: 06/04/2025

  I have been enrolled in their credit protection program and they are not a knows it when I call or email.  These images prove my enrollment and they still reported me to the credit bureau ruining me 

  

  Business Response

  Date: 06/04/2025

  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:06/04/2025

  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 PAID OFF (IN FULL AND ONLINE) THE CURRENT BALANCE ON MY COMENITY PLAYSTATION **** CARD ON 4-17-25. THIS PAYMENT CLEARED MY CHECKING ACCOUNT ON *******. THE DUE DATE FOR MY PAYMENT WAS 4-28-25...A FULL 7 DAYS BEFOREHAND. ON MY MAY STATEMENT I WAS CHARGED $54.72 FOR RESIDUAL INTEREST. i SENT A MESSAGE TO THEM DISPUTING THIS INTEREST CHARGED TO MY ACCOUNT AND ASKED FOR IT TO BE REMOVED CITING THE DATES ABOVE WHILE SENDING PROOF AS TO WHEN PAYMENT CLEARED MY CREDIT UNION ACCOUNT AND HIGHLIGHTING THEIR OWN WORDS ON MY STATEMENT THAT STATES THEY WILL NOT CHARGE INTEREST IF BALANCE IS PAID IN FULL BEFORE THE DUE DATE. ALSO, AFTER PAYING OFF MY BALANCE IN FULL, THEY LOWERED MY CREDIT LIMIT FROM $7,500.00 TO $750.00 CITING COMPLETELY FALSE REASONS. THEY SAY THEY ARE "INVESTIGATING"...MEANWHILE THEY HAVE CHARGED MY ACCOUNT A LATE FEE OF $41.00 AND $2.00 MINIMUM INTEREST. I WILL NOT PAY THESE CHARGES AS THIS IS CLEARLY AN ATTEMPT TO PUNISH MY CREDIT FOR PAYING OFF MY BALANCE AND NOT ALLOWING THEM TO CHARGE THEIR RIDICULOUS INTEREST RATE OF *****% AND *****% FROM MY PREVIOUS DEBT.

  

  Business Response

  Date: 06/04/2025

  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.

  Customer Answer

  Date: 06/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23417658
  
  I am rejecting this response because: They have had almost 2 months to address this issue and keep saying that they are investigating while charging me interest and fees on the interest I am refusing to pay. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/04/2025

  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 manages the store card for **************. I have had a credit balance of $50 for a couple of statement cycles, and Comenity refuses to send a refund check. They claim that they sent a refund check for .20 over a year ago - which I never received. Because I "never cashed that check" according to their response, they could not send ********** they sent ANOTHER absurd check for twenty cents, which I had to make a special trip to the bank in order to cash.They still refuse to send the $50 they owe, claiming that "one refund check" has been issued, so they cannot send another one.Apparently no one at this bank understands the difference between two dimes, and fifty dollars.

  

  Business Response

  Date: 06/04/2025

  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.

  Customer Answer

  Date: 06/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23417645
  
  I am rejecting this response because: I will not accept ANY response from this dreadful bank except a check for the full amount owed.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:06/03/2025

  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 have been a loyal VS customer for YEARS. Always paid my bill on time, even early most months. Last month on the 13th of May, before my due date of the 19th, I was actually paid off my card balance and had a zero balance. On the 25th of May, almost 2 weeks after the posted payment, I have a bill for $26+. I call them to ask why I have that balance, they said it was interest charges. I asked what they are charging interest on when there was a zero balance. They claimed they hold charging interest charges for a month! Seriously?! First of all, that is unethical, second I told them, even if they held the interest charges, once the 24th came around, when they evaluate what the interest charges should be, it still should have been ZERO! There was nothing to charge interest on. I went back and forth for about 20 minutes only to end up getting so frustrated, I told them to cancel my account/card and I wanted nothing to do with them anymore. I didn't want to close my account, but there is no way I will continue to support a company that has such shady behind the scenes practices. I have paid the $26 and hopefully will not get another bill next month for interest on the interest of zero balance. They lost a LOT of business, from a loyal customer over $26 of ridiculous interest charges that had no business being charged. VS, do better. Get an HONEST financing company that doesn't look for wants to still get money from you after you pay your bill off. So, in conclusion, even if you pay off your bill, expect a bill the following month for phantom interest charges, because they will still charge interest on a ZERO balance!

  

  Business Response

  Date: 06/04/2025

  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.

  Customer Answer

  Date: 06/04/2025

  [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:06/03/2025

  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.

  Comenity Bank charged me a late fee due to paying the bill late on Feb 25th, 2025. I called them to waive the Late Fee, and they said they could only waive half of it. I asked to speak to a supervisor and 4 times they hanged up on me the 5th time I was finally able to reach a supervisor. He said he did waive the total late fee as one time. I thanked him and asked to pay the full balance owed so I can clear up my account and so did we I paid $91.52, and he assured me the balance is 0 and the account has been cleared up. Apparently, he hasn't waived the whole fee, and they kept charging other late fees on this past due balance which I wasn't aware of as I wasn't receiving any bills until someone called me yesterday from Comentiy bank and told me I owe some money and if I wanted to pay. I thought this was a fraud. I called the phone number on VS credit card, and they told me yes, I have a past due of $17.00 and now due to non-payment my balance is $74.00. I explained to the supervisor what happened, and she transferred me to collection (************) as I can dispute with them, and they should be able to review the call from Feb. The collection rep. told me that they can't waive any fees on a closed account, apparently, they have closed my account due to non-payments. I am going crazy because this is a fraud from inside the bank. They should be able to pull my call and review my call with the supervisor who clearly says I waived the total fee and I made the full payment, and the supervisor assured me the balance is $0.00. I don't know where to complain now. Below on the pictures you will see it all started with 01/14/25 bill. So after he said he waive all the fees he provided me the total balance I needed to pay. I clearly think this is a mistake on the supervisor's behalf which I shouldn't be punished for it. Please help me waiving all this and nothing be reported to my credit because the calls need to be reviewed and everything will be clear to everyone.

  

  Business Response

  Date: 06/04/2025

  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: 06/04/2025

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

• Initial Complaint

  Date:06/02/2025

  Type:Order 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 been a Victoria Secret/Pink credit card holder since 2014. On Friday May 30, 2025 I received my bill and noticed that I was now being charged $2.99 to receive my statement. Today, Monday June 2, 2025 I called the number on the back of my card to talk to someone about this charge. I explained that do not have regular access to the internet, I am 55 years old and on-line banking including receiving emailed statements does not work for me. Not everyone has good Internet and when I do get to a place where I can review my emails it is over whelming due to all the crap that is sent to my email, Victoria Secret also send a fair share of non billing related emails as well.
  
  NOTE: I had been a Victoria Secret customer for a lot longer than the past 11 years and a pretty good regular customer which if someone actually cared about a customer could see solely based on my purchase history. Not to mention many of the staff at the *** ***** ********* store know me and my girls by name as we frequent this store on a regular basis.
  
  I have other credit cards that also want me to switch to online billing, again this does not work for me, due to my limited internet access, all these other companies have worked it out with me by continuing to send paper statements and are waiving this ridiculous statement fee. One would think the 35.99% interest fee being charged would cover any postage fee. The employees that I talked to today would only comment about the price of postage keeps going up. I mentioned I only get 1 statement each month, yet I get numerous mailing each month and the representative only stated that the advertisement mailings are not from the billing department, she could not address that matter. Unfortunately, I was so upset with this alleged supervisor I had no other option than to close this credit card account.
  
  To keep me as a customer, the only resolution is to reopen this same account and send me a paper statement without any statement fee.

  

  Business Response

  Date: 06/04/2025

  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: 06/16/2025

   Comenity Bank Has not responded, in the last correspondence it said it could take up to 30 days for them to respond, so I do not understand why this was closed.  I also filed this complaint against ***************, not Comenity Bank.  I understand the issue is about a statement fee, but *************** hired Comenity Bank to handle their credit services. So I based on ******** Secret push to Comenity Bank to handle this response just tells me that *********************** doesnt care about their customers and doesnt care that their is another company representing them and ruining their name.  I am here to tell you I am done with ******** Secret because of this issue, as it appears to me they really dont care.  Comenity Banks customer service is so bad they dont even have a customer service line to even attempt to resolve any type issue.  There is not anyway to talk to them if there is a problem.  They have ridiculous fees for everything and pray on the lower income customers with their fees.  I cannot even believe some of the fees they charge are even legal.  
  

• Initial Complaint

  Date:06/02/2025

  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.

  So Many years ago, I signed up for the *************** Mastercard provided by ************** while in *********. At that time, I had Diamond Status and held that for some time. This year, I lost my Diamond Status, and I decided to use my Caesars Credit Card to regain it. I made the Necessary purchases and already paid them in full. I began questioning them way over a month ago about my points not showing up. They don't print anything on the statement to show users how many points they received for the month. I called many times, each time being lied to by the representatives who work the phones. They said I need to call Caesars. I was sure they were lying, and today I received a response from Caesars confirming my suspicions were correct. Their people has even hung up on me.

  

  Business Response

  Date: 06/03/2025

  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: 06/12/2025

  They never Contacted Me.  They claimed to BBB tthat it was personal Information that they had to contact me dirrectly but there was no information that would have been Personal to me.  It was their way of Getting BBB off their Back.  At this time it should stand as an open Issue never resolved by the BBB.  If it whould ever be resolved I would be happy to let the BBB know.  They Never Follow up with Customrs for any reason regardless of what they claim!

  Customer Answer

  Date: 06/13/2025

  They never Contacted Me.  They claimed to BBB tthat it was personal Information that they had to contact me dirrectly but there was no information that would have been Personal to me.  It was their way of Getting BBB off their Back.  At this time it should stand as an open Issue never resolved by the BBB.  If it whould ever be resolved I would be happy to let the BBB know.  They Never Follow up with Customrs for any reason regardless of what they claim!