Torrid review: Shipping and billing 1

I placed an order for five items June 4, 2023. Two items were delivered timely, three were never delivered. Online status showed the shipment in Ohio. After several calls and emails to Torrid Customer Service, the order was cancelled in late July and a refund was promised (I made sure to get a confirmation number). More emails and phone calls throughout August and into September... lots of apologies, but no resolution. To date, the refund has not been processed and late fees have been assessed. I have spoken with Comenity, the bank for Torrid's store card and have asked them to investigate the fraudulent practices of Torrid billing and have not heard anything. I am still receiving payment requests and incurring late fees. The responsible person in me says pay the bill and they will hopefully refund you the cost of the items, but certainly not the late fees. The righteous person in me says don't pay until they make it right. I no longer plan to shop at Torrid, nor use Comenity Bank credit cards.