Comenity Bank

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I received your letter and I am upset to know that Comenity Women Within, only wants to take off late payments for December, 2014.My payments to my account are due on the seventh each month, again the post office in Indianapolis said it only take days for mail to reach [redacted] from [redacted] I really feel for some sort of reason I am being taken an advantage of by Woman WithinI'm sending in payments and my payments are going toward late charges, when the post office has said my payments are making it to [redacted] on timeI want my account restored back to it accurate status.Thank you, [redacted] ***

Dear *** ***:We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Bank issues BrylaneHome@ credit card accounts, and we arehere to assist you with all account-related questionsI appreciate the opportunity to respond toyour
concerns.We understand from your complaint that you opened a credit card at the time of yourBryIaneHomeB purchaseYou paid the total for your purchases in September, since you hadoverlooked your billWhen you realized late fees were being assessed, you closed youraccountYou state that someone threatened to "destroy your credit"You also paid $fora late fee, but now you have additional late fees on the accountYou are requesting the bankstop charging fees, and the calls to stop.Bank records indicate, a billing statement was sent to you on August 21, 2014, reflecting abalance of $342.85, and a payment of $due by September 16,As no payment wasreceived, for two billing cycles, late fees and finance charges were assessed to the account,pursuant to the guidelines of the Credit Card Agreement, (CCA).The Bank received your payment of $on September 29, After this payment wasprocessed, your account balance was $We sent you monthly statements from Octoberof to January of As no payments were received, late fees and finance charges wereassessed to the account, pursuant to the guidelines of the CCA.The Bank received your payment of $on December 28,2014.When the Bank's records show an account as delinquent, the Bank will make attempts tocontact you regarding the status of the accountMany times a payment is overlooked by thecustomer, and a reminder call is helpful to bring the account back to a current statusDue topotential negative ramifications for our customers if an account remains delinquent, CornenityBank may call you until our attempt to communicate is successfulYou will no longer bereceiving telephone calls to the numbers ending in *** and ***, per your request.Although there were no Bank errors found, in the interest of customer service, we have issuedcredit in the amount of $to bring your account to a zero balance.Also, as the account reported days past due to the credit bureaus, please be assurednotification has been sent to the national credit-reporting agencies with instructions to delete thenegative payment information from your credit bureau reportPlease allow them days toupdate their records.We hope you have found this information helpfulIf you have any further questions, pleasecontact me at ###-###-####, ext*** (TDDTTTY ###-###-####)I will be happy toassist you.Sincerely,*** *** Consumer delations Specialist

Dear *** ***We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Bank issues your Woman Within credit card account, and we arehere to assist you with all account-related questions or concernsI appreciate the opportunity
torespond to your concerns.We understand from your complaint that you state you mail your payments on the first or third ofeach monthIn December of 2014, you believe we started processing your payments lateIapologize for any frustration this matter may have caused you.Please be assured that Comenity Bank processes conforming payments the same day they arereceivedA conforming payment is one that includes a single check and a remittance stub in aremittance envelopeNon-conforming payments are opened, dated, and processed within fivedays of receiptPlease refer to the "making payments" section of the enclosed Credit CardAgreement for more details.Bank records indicate your due date is on the 7'h of each monthWe received your payment inthe month of December on December 9, 2014, which caused a $late fee to be assessedto the account.After researching the account, in the interest of customer service, we have issued a credit of$to remove the late fee that was assessed to your account on December 7, 2014.Currently your payments are due on the 7th of each monthIf you feel a later due date wouldassist you, please contact me at the number listed below.To provide the best possible service to our customers, we have payment options, other thanmail, which can expedite your paymentPlease see below for a payment method that may beright for you.Online payments submitted before 6:p.mEastern Time (ET), can be credited to youraccount the same dayOnline payments submitted after 6:p.mET will be credited thefollowing day (or on your future scheduled payment date)Please note that it may take up to twobusiness days to complete the financial transfer from your personal U.Sbank account to yourWoman Within account.If you need to make a payment the same day, you may call us at the phone number on the backof your billing statement (###-###-####) to speak to a Customer Care representativeA feeapplies to same-day payments made with a representative.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-#### (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,*** ***Consumer Relations Specialist

Dear *** ***:We received your additional complaint, addressed to the Revdex.com, regarding theaccount referenced aboveCornenity Bank issues your Woman Within credit card account, andwe are here to assist you with all account-reiated questions or concernsI appreciate theopportunity to respond to your concerns.We understand from your complaint that your payments are due on the 7th of each month, whichis causing late fees since we are not receiving payments on time.Thank you for speaking with me on April 21, Per our discussion, we have changed yourdue date to the 16th of each monthThis will be reflected on your billing statement within twobilling cycles, which you stated resolved your complaint.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,*** ***Consumer Relations Specialist

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me In order to allow Comenity to find my phone call to customer service, it should be noted that I called the Victoria's Secret Credit Customer Service line (###-###-####) on March at 6:pm Central time according to my phone's recent call listMy phone call lasted minutesThe phone number I used to make the call ends in ***The rep I spoke with was male, though I did not make a note of his nameI am confident that they have the search capability to locate my phone call given the information I have provided; however, if Comenity needs further help tracing my incoming phone call they may privately contact me and I will give them my full phone numberI do hope that Comenity updates its customer service policy in fraud cases to be more aligned with other banks such as *** *** *** *** *** *** *** *** *** *** *** *** * *** and *** creditI have dealt with all those banks during this identity theft situation, and all have provided excellent customer service even in the case of *** in which a fraudulent application was denied and no account was openedComenity's system and training should be updated so that reps can note fraudulent applications and suppress credit inquiries in cases of fraudulent applications.
Regards,
*** ***

Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-noted application. Comenity Bank issues Victoria’s Secret Angel credit card accounts, and we are here to help answer your application and account-related questions. I appreciate the opportunity to...

assist you.We understand your concerns regarding the Victoria’s Secret Angel application submitted in your name, and that you are a victim of id theft. We also understand that you are requesting the Bank to note the application as fraudulent and remove the credit inquiry from your credit report.Bank records show that a Victoria’s Secret Angel application was received on March 21, 2015, in the name of [redacted] The address provided in your complaint matches that of the credit application, and the application was submitted to the Bank via a mobile device. Please be assured that the Bank actively monitors applications for suspicious activity. Since the application submitted in your name met certain criteria, the Bank sent you a letter on March 22, 2015, requesting that you verify the information received by the Bank.Unfortunately, using the information you provided, we were unsuccessful in locating a telephone call where you spoke to the Bank, as stated in your complaint. It is never our intention to cause a customer a hardship, and we sincerely apologize for any inconvenience you were caused.Please be assured that no Victoria’s Secret Angel credit card account was opened in your name. Additionally, we sent notification to the national credit-reporting agencies directing them to remove the credit inquiry that was created as a result of the submitted application. Please allow them 45 days to update their records.As you believe you are a victim of identity theft, you may wish to place a fraud alert on your credit file. When a fraud alert is present on your credit file, a lender must contact you, at the telephone number you provide on the alert, prior to opening any credit account. You may contact the credit-reporting agencies, using the information below, to add a fraud alert to your credit file.Again, we sincerely apologize for any inconvenience you have experienced regarding this matter. Should you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist

I am sending some paperwork and letters along with a response to the letter Comenity Bank has sent.  I was told my account was in pending and that a letter was mailed out Dec. 5th, 2013 that would explain what was going on. I was having problems before that starting in 6/13 with paying toward promotion I was told I could not use the overage from minimum because I needed to call when payment was made but the 2 billing statements before promo payment was due they always put as much as they can toward promo to give customer best chance to pay off.  I asked did I need to call in July then its due Sept. told "No" it would automatically pay overage to promo. This of course did not happen. I called it was to be corrected next statement. I then made payment 8/3 and called to again address July and was told you already made your August payment so I can't do that. I of course said I am being penalized for an early payment can I speak to a supervisor. I got [redacted] she was nice nad helpful said she would get it taken care of and it would again show on next statement. I even asked if she could go over with me the way the minimum worked and she gave me the amounts promo 419  $19.00 min. promo 419  $152.00 from 7/4 payment and I rounded to $351.00 promo 419 so it was paid in full in August. The next statement came out and $152.00 did not get corrected when I called I was told it was partially done. I told them that was supposed to be paid to my promo in July and my promotion was paid in full. I never really saw where it was right and saw where .02 got added to revolving when should have been a credit.I started making minimum payments seperate from other payments so it would be easier for them. 10/4/13 $73.00 min. 10/8/13 $2000.00  I asked that they pay off promo 425  $751.77 and balance transfer 155  $951.00. I then called back because the balance trans was 6.99 and asked to leave it alone and pay promo I felt it would be stupid to pay off the lower interest item so just pay off promo and rest could go to revolving. I went into transactions and owed about $300.00 was doing different things went back in the computer and balance jumped up to large amount I called and spoke to [redacted] and she again was very nice and I was telling her that something was wrong with my account and she was telling me what she was looking at and made it seem okay little did I know what was really happening. I then made a 11/4 payment $43.00 and 11/19 payment of $2700.00. This completely payed off my account as of Nov. 2013 because the statement was $1925.25.2743.00 - 1925.25 = 817.75This left 817.75 towards December and they still did not have promo's paid off or balance transfer and then the real fun starts.  I sent the 1st letter out December 12th because I still hadn't recieved anything. I was told when I would call they did not show a response sent out to my letter yet. I was then told they could take 60 to 90 days to respond. I sent a second notice to them trying to resolve. I unfortunately had a lot on my plate at the time. I had to have a 40 year old horse put down in Nov., a 30 year old horse put down in Dec., a friend passed away in Dec., my mother fell and broke her pelvic in 2 places Jan 2, I had to basically move to my parents because my father had end stage "alheimers and demensia" and could not be alone for 5 minutes and a brother who is slow learning who my father was becoming to aggressive toward and I myself am on disability anxiety, back and neck surgery, fibromyalgia, depression, chronic pain and more, father passed away, and 2 uncles passed away.  So I kept checking and would send new letter when did not hear.  I have more papers but I'm sure this is probably more than you want.  I forgot to make copies of something that I really need but they been asked and of course have not sent back. I have an invoice late in 2014 that I made a $500.00 on its because I had to use that card when I was at my parents and I do pay what I owe. I even told [redacted]  about when we were speaking I did not want to mix up the dispute with what was owed so I made a large payment. I wish I need not now all I do is keep paying them when they owe me a large amount and they know it.Thanks,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted]We have received your complaint addressed to the Revdex.com, regarding theabove-noted account. Comenity Bank issues Gander Mountain MasterCardB accounts and werespond to all account-related questions. Your complaint was forwarded to my attention, and Iappreciate this...

opportunity to assist you.I understand the concerns as explained in your correspondence, and apologize for anyfrustration that this issue may have caused.We recently received a similar complaint sent to the Consumer Financial Protection Bureau.Please find the enclosed response addressing the concerns mentioned in both complaints.Should you have any questions or concerns regarding this account, please feel free to contactme at ###-###-####, .ext. [redacted] (TDD/TTY ########). I will be happy to assist you.Sincerely,[redacted]Consumer Relations SpecialistDear [redacted]We have received the inquiry that you sent to the Consumer Financial ProtectionBureau (CFPB) regarding the above-noted account. Your correspondence wasforwarded to the Federal Deposit Insurance Corporation (FDIC) and to Comenity Bank(Bank). Our records also reflect a similar complaint was received by the Bank from theRevdex.com of Central Ohio (Revdex.com) on April 1, 2015. Comenity Bank issuesthe Gander Mountain Mastercard, and we are here to help answer your questions. Iappreciate the opportunity to assist you with your concerns.Your complaint indicates you believe payments were mis-applied to your account andyou were assessed charges to your account in error. As a result, you believe you areowed a refund by the Bank.As part of the investigation of your complaint, we reviewed your purchase and paymenthistory. Bank records reflect all payments made to your account were applied inaccordance with your Credit Card Agreement (CCA). Please note, section C. Learningmore about your account of your CCA states, "[e]xcess payments received before adeferred interest promotion expires are applied to the deferred interest promotionalbalance first in the last two billing periods of the promotional period." Additionally, yourCCA indicates "[alny payment you make in excess of the required Total MinimumPayment will be allocated to your Account as required by applicable law." A copy of yourCCA is enclosed for your reference.Bank records do reflect you contacted the Bank on August 7, 201 3, to have the balanceof a promotional plan (Plan 419) set to expire the following month reallocated to yourrevolving balance. Please note, when this transfer occurred, it reflected on your monthlybilling statement as a credit to the balance of Plan 419 (under Details of your plans),therefore decreasing the Plan 419 balance; however, this transfer also reflected a debitto your revolving balance to accurately reflect your overall account balance.Similarly, our records reflect you contacted the Bank again on November 25, 2013, inwhat appears to be a second request to transfer the remaining balance of a promotionalplan (Plan 425) set to expire later that month to your revolving balance. Unfortunately,an additional $724.77 was inadvertently added to Plan 425 by the associate with whomyou spoke, raising the balance of Plan 425 from $724.77 to $1,449.54. Plan 425 expiredon November 29, 2013, with a zero balance (as a result of a $2,000.00 paymentreceived during this billing cycle). The extra $724.77 on your account was later removedfrom your revolving balance on November 13, 2014, when this error was identified bythe Bank upon investigation of a dispute you submitted. Additionally, the Bank issued acredit of $103.40 for associated Finance Charges that assessed to your account.Our records also reflect you contacted the Bank on December 16, 201 3, and requestedthat the Bank transfer the remaining balance of $840.47 of a Balance Transfer to yourrevolving balance, as you wished for your prior payments to have been allocated to thisplan balance. This transfer appeared as a debit to your revolving balance and credit toyour Balance Transfer balance; however, you contacted the Bank again later that dayand requested this transfer be cancelled. As a result, a debit of $840.47 was made toyour Balance Transfer balance, and a credit of the same amount was applied to yourrevolving balance to off-set the previous transfer.As a result of your complaint, your account was reviewed internally by the Bank toconfirm the accuracy of your account balance. Our records confirm the only error madeto your account was the addition of $724.77 to your Plan 425 balance, which has sincebeen corrected. As of the date of this letter, your account reflects a balance due of$1,582.10.I hope you have found this information to be helpful. If you have any questions orconcerns, please feel free to contact me at ###-###-####.Sincerely,Sincerely,[redacted]Compliance Dept. - Consumer Responses

Dear Ms. [redacted]: We received your complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues Victoria’s Secret Angel credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to...

assist you. Your complaint states that you have attempted to contact Comenity Bank via email and you have had no response. Your account is being charged for third party products that you no longer wish to have. Although you have scheduled to pay the current Identity Protector charge, you request to have any subsequent charges removed, and the service cancelled. Bank records indicate you enrolled in Account Assure, and Identity Protector, both of which are optional third party membership programs. As requested, please be assured that we have cancelled both memberships, and we have issued credits totaling $30.27 to the account to refund the recent Account Assure and Identity Protector charges. Additionally, we received a payment of $15.28 on April 3, 2015. Due to the credits and the payment, your Victoria’s Secret Angel account has a credit balance of $15.28. A refund check for this amount has been issued to you, and you will receive the check in a separate mailing within 14 days. Additionally, we checked our database for secured messages. Unfortunately, we were unable to locate any web communications, and thus the reason why the Bank has not responded. You are a valued customer and we sincerely apologize for any inconvenience this matter may have caused you. Should you have any additional questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, 
[redacted] Consumer Relations Specialist

I received your letter and I am upset to know that Comenity Women Within, only wants to take off late payments for December, 2014.My payments to my account are due on the seventh each month, again the post office in Indianapolis said it only take 4 days for mail to reach [redacted] from [redacted]. I really feel for some sort of reason I am being taken an advantage of by Woman Within. I'm sending in payments and my payments are going toward late charges, when the post office has said my payments are making it to [redacted] on time. I want my account restored back to it accurate status.Thank you,
[redacted]

Dear [redacted]:  We have received your complaint, addressed to the Revdex.com, regarding the above-referenced accounts.  Comenity Bank issues avenue, Catherines, and NY&C Rewards credit card accounts, and we are here to assist with your account-related questions. ...

Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.  We understand from your complaint that you allege that Comenity Bank continues to charge your accounts a $1.00 finance charge each month, when you pay your balance in full, and you are requesting that the Bank refunds your $1.00 and stop charging this every time you pay off the balance on the accounts.  Additionally, you state that the payment address posted on our website is invalid.  I am happy to share my findings with you.  Please be advised that the $1.00 charge that is appearing on your avenue account is a minimum finance charge that is assessed to the account when the full balance is not paid by the due date, in accordance with the Credit Card Agreement (CCA).  Enclosed are copies of the CCA’s for your records.  After a thorough review of our records, we indicate that you have an avenue, Catherines, and a NY&C Rewards account; unfortunately, I did not find a Lane Bryant account in our system, in your name.    After a more thorough review of the avenue account, our records indicate that a statement was issued to you on February 20, 2015, with a balance of $50.88 and a minimum payment of $25.00 due by March 18, 2015.  A payment of $25.00 was received on February 26, 2015, as this payment was not for the full balance; a minimum finance charge of $1.00 was assessed to the account.  On March 23, 2015, a statement was issued to you with a balance of $26.88 and minimum payment of $25.00 due by April 18, 2015.  A payment of $25.88 was received on March 26, 2015.  As this payment was not for the full balance, another minimum finance charge of $1.00 was assessed to the account.  Although we found no billing errors on the Bank’s part, in the interest of customer service, a credit of $1.00 was applied to the avenue account for the minimum finance charge that was assessed to the account.  As of the date of this letter, the avenue account has a credit balance of $1.00.  This credit will be applied to any new balance, or, if you choose, you may contact me directly to have a refund check sent to you in this amount.  A refund check will automatically be issued if no new charges are applied to the account in the next two billing cycles.  As of the date of this letter, the balances on the Catherines and NY&C Rewards accounts are zero.  Lastly, please be assured that the remittance address you listed in your complaint is a valid remittance address for our paperless customers.  We confirm the remittance address for our paperless customers is, [redacted]  We value you as a customer and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions regarding your accounts, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you.  Sincerely,                [redacted] Consumer Relations Specialist