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

  
• 

  Ashley Stewart Credit Card

  P O Box 650018 Dallas, TX 75265

• 

  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

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:05/29/2025

  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 had gotten a credit card through smile generation and had 18 months to pay the principle balance. I was never told that the interest that pull be accrued would be for the highest amount of the balance. Nor did I ever receive anything in writing that told me the interest charge would be almost $1300. This is fraudulent and horrible for a business to do. I feel like I have been victimized.

  

  Business Response

  Date: 05/30/2025

  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:05/29/2025

  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.

  Victoria's Secret Credit Card Comenity Bank *************************************

  May 26, 2025

  Sent via Victorias secret message center

  RE: *********************** No. ending 8348

  To Whom It May Concern: Im writing in clearing my name and account. Back in December or 2024 I made a purchase at *************** (noted as VS from here on in). This account has been a problematic here and there but this time I was done.

  When I received bill in January 2025 it was for the amount of $26.95. As many due we have so many bills from Holiday that I forget the bill but made a $25.00 payment. When I received my bill in February, I was charged *****. When I called, I was told it was for late fee but after a bit on the phone and checking bank statement and confirming it was not for a late fee but because I didnt pay the full amount. I understood at the time and explained what happened and requested a fee removal so I can pay account out and close it out. I was then told that the fee would be removed if I keep account open.

  Of course, I kept open to remove fee and just pay the remaining 1.95. The following month for March another bill came in and the fee and payment of 1.95 was made the bill now totaled $34.90. I called again and was told that it was a late fee. Again, I confirmed bank payment and statement itself showed it was paid for end of billing period. I was then informed that it was interested on the amount owed, I was shocked at the amount owed was $1.95.

  There was no budging to get this reduced I closed my account at this time and was told Im owe $2.00 for interest.

  Fast forward my latest bill is of 5/2/25 the bill is now ***** yet I paid my bill in full.

  Can I please get some assistance?

  As many time they have not clear answer as to fees, then I was blackmailed to keep account to have fee removed and now with it being closed and paid in full they are charging me for unfit charges. I do not need my credit to be ruined for this.

  ****** *******

  

  Business Response

  Date: 05/29/2025

  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:05/28/2025

  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.

  On May 11, 2025, I redeemed ***** reward points from my **************** Credit Card (issued by Comenity Bank) for a $10 PlayStation Store digital code (Order #********). I received an order confirmation email stating that I would receive a separate email with my reward code, but as of today, May 28, 2025, I have not received the code.I have thoroughly checked all my email folders, including spam and promotions, and have logged into the rewards portal to verify my order status. The code is not available anywhere.I have contacted the **************** Credit **************** at ************** several times. Each time, I was referred to PlayStation Support. During my most recent attempt, PlayStation Support stated they would transfer me to a specialist to resolve the issue. I was placed on hold for over 45 minutes, only to be transferred back to the original ***** number for the credit card support, not to another agent or a specialist as promised. This resulted in a frustrating and time-consuming cycle with no resolution or assistance.I am requesting that Comenity Bank and/or PlayStation promptly provide the $10 PlayStation Store code that I redeemed with my reward points, or otherwise resolve this issue.Desired Outcome:Receive the $10 PlayStation Store code I redeemed with my points An explanation for the delay and steps taken to prevent this issue in the future Order Details:Order Number: ******** Order Date: May 11, 2025 Reward: $10 PlayStation Store Code Name: ****** ****** Email: ********************* Attachments:Attached is the Order Confirmation email I received.Thank you for your assistance in resolving this matter.

  

  Business Response

  Date: 05/29/2025

  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:05/28/2025

  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.

  On April 5, 2025, I spoke with two customer representatives who threatened to sue me.

  The first representative was supposed to set up payments for my account. He set up payments for my Children's Place credit card. However, he stated to call back to set up recurring payments for my Bread Cashback American Express. Additionally, he never said I could not enroll.

  However, I spoke with another customer representative the same day. Additionally, she enrolled me in the Hardship program and I agreed to two payments of 80.00 and June- April 65.00.

  
  
  Today, May 28, 2025, I viewed my credit report and Comenity closed my account without my knowledge.

  Also, I am still believing, I am still enrolled in the Hardship program and making payments. As a result, on my credit report, I have not made a payment, but on May 1st I made a payment of 80.00 and another payment of 80.00 is due on June 1. I was not aware that my account was closed.

  Comentiy last reported a payment in October 2024. Comentiy updated my account as closed on May 8, but my payment was not reported. The account was closed and the charge-off was submitted without Comenity contacting me.
  

  
  I was never contacted in regards of my account being closed and a charged off.

  Companies can not make mistakes like this especially when the consumer agreed to pay.

  

  Business Response

  Date: 05/29/2025

  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: 06/02/2025

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

• Initial Complaint

  Date:05/28/2025

  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.

  Account was closed in Jan. 2025 have letter from ******* April 2025 received bill for ****** I called said this account is closed did not order anything from ****** talked to feud department. May 2025 got another bill with late charges If you look at documents enclosed you see I have a balance credit of ****** And a check was sent to me for that amount. Now I have a charge for ****** in April when the account was ************ now ****** Please resolve this issue .

  

  Business Response

  Date: 05/28/2025

  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:05/28/2025

  Type:Sales and Advertising 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 had seven credit cards with Comenity bank for over 5 years. I never had a late payment and I was always impeccable with my accounts. For no reason, they closed all my accounts and sent me a letter saying that I was indicative of not paying my credit card bills, even though I've never been late. As soon as I got the letter, I went into my Experian Equifax and *********** accounts and took a screenshot to prove I had a perfect payment history with all credit cards. I called Comenity and the lady asked me if I would like to submit an appeal to fight the decision, which I did, but I never heard back. I had an amazing payment history, perfect to be exact, this has affected my credit score. I don't understand how a company can do this to people.

  

  Business Response

  Date: 05/28/2025

  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: 06/09/2025

  [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 by contacting me directly with a resolution.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/27/2025

  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 purchased a ** computer a couple months ago. I returned the computer to ** within the 30 day window as I did not like the build of the laptop. It shows on my ** account that the computer was returned. I am now getting harassing phone calls all day from Comenity Bank saying that I owe them money. I never even set up an account with them because I returned the computer. I have sent several emails to Comenity asking to stop calling as it affects my work day. I have spoken to my lawyer and I will try and resolve this issue first through the BBB. They are now affecting my credit score and I do not owe them any money.

  

  Business Response

  Date: 05/28/2025

  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

  Comenity has yet to reach out to me to settle this issue, but still getting emails saying im late on payments. This is now affecting my credit. Should legal action be taken?

  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: 23384213
  
  I am rejecting this response because: 
  

  Comenity has yet to reach out to me to settle this issue, but still getting emails saying im late on payments. This is now affecting my credit. Should legal action be taken?
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/27/2025

  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.

  02/04/2025 opened a credit card account with *************** in February 2025, which is managed through Comenity Master Card.I purchased $135.15 in goods. The bill arrived and I tried and tried to get logged into the account but was not able to get registered on the Comenity website. After trying several,several times over a couple of weeks, I finally called for help.

  Customer service could not help me get logged in but they did offer to take the payment by phone. I really didn't want to go that route, because you can't trust people these days, but I did agree. They advised me the call was being recorded, and asked how much I wanted to pay, the minimum, the balance or somewhere in between. I told her that I wanted to pay the full balance of $135.15. I was then told that late fees had been added. I ask if they would wave the late fees since I had tried and tried to login and pay it,but something on their side was blocking me from logging in. She agreed that she would get the late fees waived if I paid in full. I again told her I wanted to pay in full $135.15 for the purchase, and that took place. The following month I admit I received another envelope from them, but I didn't even look at it, since I had paid in full and had not charged anything else.

  Then in May I received another envelope, so I opened it to see what they were sending me. II showed a balance of $76.84 I again tried to log into their system about 5 times, I called them again I was finally connected to a customer service **** I told him what had happened, ask him to review my account since I can not gain access to it, and see what this was. He then explained to me that when I paid the balance of $135.15, that there was a remaining balance of $3.92 interest that wasn't paid. I told him that I told the representative taking my payment to pay it all except for the late fee which she said that they would wave.

  He told me that since it wasn't paid they could not credit the interest and late fees.

  

  Business Response

  Date: 05/27/2025

  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:05/26/2025

  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 two unauthorized withdraws from my SAVINGS account for just under $10K via ACH phone withdraws. ****!! How the heck does that happen?Fortunately my bank ***** contacted me but not before the transaction happen. Now it is being investigated but how do they allow that to even happen!!!

  

  Business Response

  Date: 05/27/2025

  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:05/26/2025

  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 11/5/2023 we purchased a ring and had it financed through Comenity Bank. We had an issue with the ring and had to exchange it. *** Jewelers refunded Comenity bank, instead of my credit card, and recharged Comenity for the new ring.

  Comenity never processed the refund on my account. This did not come to our attention until a recent billing cycle statement stated the promotional period on that purchase had ended and we hadnt paid off the amount from that purchase, it should have been paid off.

  Comenity is now not answering questions, keeps sending us back and forth between departments, and has hung up on us on several occasions.

  I have contacted *** Jewelers and checked my own banking records to ensure I have all the information, and Comenity should have this $1722.68 somewhere.

  On top of this the promotional period ending means we are being charged an additional $678 in interest because it was not paid off in 18 months like it should have been.

  

  Business Response

  Date: 05/27/2025

  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.