Comenity Capital Bank

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Capital Bank issues the Overstock Store credit cardWe are here to answer your questions andassist with your concerns.We understand from your correspondence, submitted to the Better Business Bureau, that you purchasedfurniture from Overstock, as they advertised a month no interest credit cardAfter checking yourstatement, you noticed that you were being charged interestYou contacted the Bank and were advisedthat you would have to contact Overstock to discuss this matterYou contacted Overstock and were advisedthat you would have to return the merchandise and re-purchase it on this planYou are requesting thepurchases moved to the month deferred interest promotional plan and the interest credited to your account.Please note Comenity Capital Bank and Overstock are two separate entitiesThe Bank issues and isresponsible for addressing questions related to your credit card accountOverstock is responsible forhandling matters related to sales, merchandise processing, returns and shipping.If you would like to discuss the purchase not being applied to the month deferred interest promotionalplan, please contact Overstock directly at ###-###-####They will be happy to assist you.Please note, per the Credit Card Agreement a finance charge will be applied when a balance is carriedfrom one month to the next monthAs the Bank finds the interest charges to be valid, we are unwilling tocredit any fees at this time.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Renee S*Compliance Dept– Consumer Responses

Dear [redacted] :Comenity Capital Bank has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Overstock Store credit card accountWe are here to answer your questions and assist with your concerns.Your complaint states that you paid your account in full and was then charged a late feeFurthermore, you state that you were not aware that you still had a balance owing because you did you receive any notification or billing statementsYou are requesting to have the late fees credited to your account and for a refund check to be sent to you for the payment you made towards the late feesIn addition, you are requesting that the Bank update your credit bureau to show that your account was not delinquentWe understand your concerns, and apologize for any frustration or inconvenience this may have caused you.Bank records indicate that you are enrolled in paperless statements and notifications are sent to [redacted] , which is the email address you provided on July 10, Please be advised that on January 9, 2017, a statement was issued to you showing a balance of $with a payment of $due by February 4, Bank records further indicate that on February 6, 2017, you accessed the account center website and made a payment of $However, as a result of the payment being made after the due date, a late fee was assessed to your account.Please be advised that notification continued to be sent to you at the email address you provided showing that your account still had a balance owingHowever, no payments were received for the months of March and April Therefore, late fees were assessed to your account and your account became two billing periods past dueWhen an account becomes two billing periods past due, it is reported to the national credit-reporting agencies as being days delinquent.Bank records further indicate that your account has already received a courtesy late fee credit and is not eligible for an additional late fee creditComenity Capital Bank has not found any errors on your account, and we are unwilling to waive any additional fees, as they are valid.Please be advised that we are only willing to remove or change information that our company incorrectly furnished to the credit-reporting agenciesWe have found the information we reported is an accurate reflection of the payment history for your accountTherefore, this information will not be changed or removed from your credit bureau report.I hope you found this information to be helpfulIf you have any further questions or concerns,please feel free to contact me at ###-###-####.Sincerely,Jenny W***Compliance Dept– Consumer Responses

Comenity Capital Bank has received your correspondence regarding the above-referenced creditapplicationComenity Capital Bank issues ZALES The Diamond Store® and David’s Bridal® creditcardsWe are here to answer your questions and assist with your concerns.We understand your concerns regarding the calls you have received by the Bank and your claims thatyou have been hung up on by managementYou also state that the Bank won’t work with you on thepayments you are able to make unless it is on our terms; promising to remove late fees if you set upan auto pay and not doing itYou have stated that you requested amounts changed which were not.You state that associates have made inappropriate statements that it is your fault for being behind andthat you are wasting our timeIt is your request that the Bank stop calling you, set up a reasonablepayment plan for the 1st of every month, remove the negative remarks from your credit file, and waivethe late fees.Please be assured that, I have thoroughly reviewed your accounts and I am happy to share myfindings.Per your request, a "cease and desist" status has been placed on your accountsThis cease anddesist request will stop all future collection calls, but it will also suspend authorizations for newpurchases on all of your accounts since we will be unable to contact youYou will continue to receivecertain legal communications as permitted by lawYour request to cease and desist contact on youraccounts may be changed at any time by contacting us again in writing at the below address:Comenity Capital BankP.OBox 183003Columbus, OH 43218-3003This letter is for informational purposes to respond to your inquiry and is not an attempt to collect onthe balances.Bank records indicate that your ZALES The Diamond Store® account is five billing periods past due,and your David’s Bridal® account is four billing periods past duePlease keep in mind that whenpayments are not received, are received after the due date, or are made for less than the minimumrequired, the account will be assessed a late fee, as explained in the Credit Card AgreementWhen an account is delinquent, we will make attempts to contact the customer regarding the status ofthe accountMany times a payment is overlooked by the customer, and a reminder call is helpful tobring the account back to a current statusDue to potential negative ramifications for our customersif an account remains delinquent, we may call until our attempt to communicate is successful.We have reviewed applicable telephone conversationsWe apologize if you felt you did not receivethe best customer serviceWe never intend to treat our customers in a less-than-satisfactory manner.We are committed to providing the best customer service and are disappointed when a customer feelsthis standard was not met.During the call reviews, we confirmed that you were provided with payment options that were availablefor your accounts, with a solution to rectify the past due that included late fee waiversBecause youwould not agree to make the payment, the late fees were not removed.Additionally, we found that one call was disconnected, in error, upon the attempt to transfer your callfrom our Customer Care department to the Payment Solutions teamAlso, we found that during thecall you had disputed scheduling a $payment for November 30, Because the call forthis payment was not located, the Bank was to refund you the $Unfortunately, both $100.00payments were returned by your financial institution on December 6, Therefore, the money wasnot actually taken from your bank account and you are no longer due a refundHowever, as acourtesy, we have issued a $credit to refund the one returned payment fee you were assessedon the David’s Bridal® accountPlease note this fee was not charged to the ZALES The DiamondStore® account.We understand customers may experience difficulty making their payments due to economic factors.You may be eligible for enrollment in our 12-Month Customer Hardship Program, or in our CustomerLong-Term Workout ProgramThese programs can provide customers with special terms in order tohelp bring the account currentIf you are interested in obtaining information on whether you qualifyfor one of these programs, please call ###-###-####.Also, customers who are experiencing financial difficulties are urged to contact a non-profit ConsumerCredit Counseling Service (CCCS) organization for assistanceTheir programs can provide optionssuch as reducing the interest rate and the minimum payment requirement, and could include all ofyour creditorsComenity Bank supports and participates in the programs provided by CCCS agencies.Should you wish to obtain information regarding their programs and for a member agency located nearyou, please contact the National Foundation for Credit Counseling at ###-###-####.As no Bank errors were found, we are unwilling to remove the late fees from the accounts, and wemust report the account activity to the credit bureau agencies.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####

Dear Mr [redacted] : We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned account Comenity Capital Bank issues the GEM™ ACCOUNT, and we are here to help with all account-related questions Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concernsWe understand from your complaint that you applied for the credit card and used it to make a purchase for $1,in August The purchase was placed on a month 0% interest plan, and when you went back into the store with a friend in January 2016, they were given additional promotional plan options that were not offered to you After that you state: you contacted the Bank, a dispute was opened, and you were advised that no payments needed to be made while your account was in dispute and you were advised that your purchase did qualify for month 0% Additionally, after noticing you were charged a late fee, you called the Bank again and was advised that you needed to make a payment After two months you had not received any information regarding the status of your dispute The account was being assessed late fees and reported as days late You contacted the Bank again and spoke with a supervisor that advised you that she would research your concerns and send you a letter stating that your account was in good standing and report it to the credit bureaus You state that you did not receive a letter or a call back On April 21, 2016, you state that you received a letter advising your dispute was completed and that your purchase would still be on the month 0% interest plan You contacted the Bank again and were advised that an additional dispute could be initiated with additional details You feel that it all should have been taken care of with your initial contact to the Bank You are requesting that your purchase be placed on a month 0% interest plan We would like to apologize for any inconvenience this issue may have caused youWe understand that you were not given other deferred options at the time of purchase and you were made to believe that your purchase could be transferred to the month deferred interest plan during your conversation with the Bank However, your dispute was investigated and as previously advised in our response dated April 11, 2016, we are unable to extend your deferred promotional plan, as your plan expired on February 7, In addition, in order for your account to be protected under the Fair Credit Billing Act, your dispute needed to be submitted in writing within days after the error appeared on your billing statement; as advised in the Credit Card Agreement (CCA) We have enclosed a copy of the CCA for your recordsOur records indicate that the late fees for $and $were credited on April 25, In addition, a letter was sent to you on April 12, 2016, and April 25, 2016, advising of the updates completed regarding your payment history to the credit-reporting agenciesWe hope that you find this information helpful Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist youSincerely, Ashley H***

Dear [redacted] , I tried to call the number and the woman Kelly - the mailbox was full, and the '0' option also a dead endNot surprisedApparently they don't want anyone together through to themI called the on-line number 866-512-And made a payment for $(?)The automated system told me that's what I owed...? I am completely baffledI thought I owed $34? But then I was told $I AM FURIOUS WITH MYSELF, AND FOREVER No I didn't read the fine print on the back of my statement - where is says they have permission to screw meand cannot cancel my cardThere is something wrong with this world we live inThank you for your helpI am sick, and feel like crapI hope not to hear from Comenity bank againAs far as I am concerned - THEY ARE CROOKS!Thank you,

Dear Mr***We received the complaint you sent to the Revdex.com of Central Ohio (Revdex.com)regarding PayPal CreditYour correspondence was forwarded to Comenity Capital BankThePayPal Credit product is issued by Comenity Capital Bank and serviced by Bill Me Later, Inc.PayPal Credit is a payment option made available by many merchants to their customers.Your complaint states you applied for PayPal Credit through an offer on Apple.com and weregiven a credit limit of $You state you contacted customer service to request a credit limitincrease and were told you must apply for the increase by attempting to make a purchase thatexceeded your current credit limitYou attempted to make a purchase on Apple.com thatexceeded your $credit line; however, the credit line increase was declinedAfter removingitems from your shopping cart, you attempted the purchase again and received a message fromApple.com confirming your orderYou believed the credit limit increase had been approved;however, you received a subsequent email from Apple, Incadvising you your order wascancelled due to denied authorization of paymentYou contacted PayPal and were toldsomeone would research your questions and get back to you; however, you have not heardback from PayPal regarding this issueYou would like PayPal Credit to increase your creditlimit to cover your Apple.com purchase.PayPal Credit's records reflect your PayPal Credit account was opened on June 10, 2015,through a direct online application submitted through your PayPal accountYou were approvedfor an account with a $credit limitYou subsequently contacted PayPal Credit the sameday inquiring about increasing your available creditYou were informed credit limit increasesare evaluated during the checkout process, and to apply for an increase you must attempt apurchase that exceeds your current available credit.You attempted to make a purchase in the amount of $3,on Apple.com, and your accountwas reviewed for the requested credit limit increase and was declinedAfter adjusting yourshopping cart to remove some items, you made multiple more attempts to complete thepurchase , and following the final attempt you received an email from Apple stating that yourorder was processing.In letters dated June 11, 2015, June 13, 2015, June 14, 2015, June 15, 2015, June 16, 2015,June 17, 2015, June 18, 2015, and June 19, 2015, Comenity Capital Bank informed you yourcredit limit increase attempts were declined for the following reasons: [redacted] Your PayPal and/or eBay account activity is insufficientThe level of account activity isdetermined by how long your account has been open, account usage, and/or yourPayPal bank verification status and/or the number of bids on your eBay account.You have serious delinquency and derogatory public record or collection filed in yourcredit file.The Proportion of balances to credit limits is too high on bank revolving or otherrevolving accounts in your credit file.The proportion of loan balances to loan amounts on your credit file is too high.On June 18, 2015, you contacted PayPal Credit stating you had received an e-mail fromApple.com notifying you your purchase had been cancelled due to payment being declined.The representative you spoke with advised PayPal Credit had not approved the credit limitincrease request and the purchase was never approved by PayPal CreditYou stated you hadreceived an email from Apple Incconfirming the purchase and funding sourceTherepresentative provided you with the email address, [email protected], andrequested you forward the emails to PayPal Credit for reviewPayPal Credit received an emailfrom you on June 24, containing screenshots of the e-mails you received from Apple.com.The following day, the supervisor you previously spoke with attempted to contact you by phoneto discuss your account; however, she was unable to reach you.PayPal Credit's records show that although you received an email from Apple Incstating yourpurchase was being processed, Apple Inchad not yet submitted the information needed toauthorize your purchase to PayPal CreditApple Incdid not submit this authorizationinformation to PayPal Credit until they attempted to process the orderUpon receipt of theauthorization request, PayPal Credit evaluated and declined your application for a credit limitincrease and at that time, in a letter dated June 18, 2015, Comenity Capital Bank informed youof the reasons you were declined.Customer feedback is extremely important to us and we are sorry to hear that you were notsatisfied with your experience with usYour comments have been forwarded to our LeadershipTeam and will be considered as we make future enhancements and updates to our product toensure we meet your satisfaction in the futureAs a courtesy, PayPal Credit applied a $50.00credit to your account.For the reasons stated in the letter to you dated June 18, 2015, PayPal Credit is unable toapprove you for a credit limit increase at this timeAs of the date of this letter, your account isopen with a $credit balance and a $credit limit.We hope this letter explains and resolves this matter.Sincerely, [redacted] Compliance Dept- Consumer Responses

Dear Sir,I now understand letter and your explanation concerning the amount that I have but I hadn't received any information not the way that it is explained to meI never talked to anyone about the bill since March 17, I called Aspen Dental and asked to speak to someone in customer service and I would be (not legible) on hold, no one came to the phone to take to meI never was told about the amount that I owed was after creditIf I had been the amount it would never have gotten to this because I would have payed it.Yours truly [redacted] ***

We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Capital Bank issues Haband credit card accounts, and we are hereto assist you with all account-related questions or concernsI appreciate the opportunity torespond to your concerns.We understand from your complaint that you ordered a fleece jacket for $21.99, and then sent acheck for $The catalog stated free shipping and handlingIn January of 2016, youreceived two checks, one for $and one for $You cashed these checks after they wereissued for a second time, as you sent the checks back the first time you received them, since youwere not sure why they were sentYou were advised that Haband received all of your items thatyou returned and that you did not owe anything, and to ignore the bills that cameWe investigatedyour account and advised that you owed $141.68, as you did not return the fleece jacket, themicrofiber bag, and the fragrances from this order, which you believe the microfiber bag was free,and you did not receive any fragrancesYou believe there is confusion regarding the shippingand handling, interest, and late fees that have been chargedYou believe that you have a zerobalanceYou are requesting that the finance charges be stopped.Please understand that Comenity Capital Bank and Haband are two separate entitiesComenityCapital Bank is responsible for addressing questions related to Haband credit card accounts,while Haband is responsible for handling matters related to sales, merchandise processing,returns, shipping, and merchandise quality.Additionally, please keep in mind, when ordering merchandise by mail, the customer’s credit cardaccount is charged for the cost of the merchandise, as well as shipping and handlingWhen themerchandise is returned, the account is credited for the cost of the merchandise only; shippingand handling is not refundedAdditionally, if the provided Smart Label is used for the return, theaccount is billed $for the cost of the return shipping.Please also keep in mind, if a payment is received after the due date, or is received for less thanthe minimum payment due, a late fee and a finance charge may be assessed to the account asexplained in the Credit Card Agreement.Thank you for speaking with me on October 7, Our records indicate on January 2, 2016, apurchase of $posted to the account, and on February 1, 2016, a credit of $postedto the account for the return, and a charge of $posted to the account for the Smart Label fee.On April 11, 2016, a payment of $posted to the account.After a thorough review of the account, Comenity Capital Bank made the decision to no longerhold you responsible for the remaining account balanceIn the interest of customer service,credits were issued to the account to remove the remaining balance.Notification was sent to the national credit-reporting agencies, regarding your Haband account,to have the negative payment information removed from your credit bureau reportPlease allowthe credit-reporting agencies days to update this information in their records.We hope you find this information helpfulIf you have any further questions, please contact meat ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Amanda R**Consumer Relations SpecialistCC: Revdex.com

Dear [redacted] ***: We received the inquiry you sent to the Revdex.com regarding the above-noted accounts Your correspondence was forwarded to Comenity Bank Comenity Bank issues the VICTORIA’S SECRET and LOVELOFT credit cards, and we are here to help answer your questions I appreciate the opportunity to assist you with your concerns We understand from your complaint that Comenity Bank is randomly pinging your credit due to outstanding debts You further state that you would like to consolidate and settle the outstanding debt and have these removed from your credit bureau report We apologize for any inconvenience this may have caused you and would like to explain our findings Your VICTORIA’S SECRET account was charged off due to non-payment on April 1, 2013, and was later sold to Portfolio Recovery on May 21, Your LOVELOFT credit card account was charged off due to non-payment on February 1, 2015, and sold to Portfolio Recovery on December 21, When an account is sold to another entity, the outstanding balance from the former creditor becomes zero Normally, delinquent accounts will report for seven years from the date the account first became delinquent (not from the date of sale or date of last activity) However, Comenity Bank sent notification to the credit-reporting agencies to have your VICTORIA’S SECRET account deleted as of November 17, 2015, and your LOVELOFT account deleted as of March 3, Please allow days for them to update your credit report Please note that Portfolio Recovery may begin to report your account under its name as the new creditor, so it is possible for your account to appear on your credit report under the new creditor However, we do not know the reporting practices of Portfolio Recovery For any additional information about your accounts, you will need to contact Portfolio Recovery at ###-###-#### Sincerely, Jack C [redacted]

Dear Ms [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referenced above Comenity Bank issues Giant Eagle, DIAMOND ELITE, and Meijer MasterCard® credit card accounts, and we are here to assist you with all account-related questions I appreciate the opportunity to respond to your concerns We understand from your complaint that you have received late fees on your accounts which are causing your balances to go over your limit on your accounts We have reviewed the issues in your complaint as well as the applicable telephone conversations Per our records there are no calls for the month of March Per our records we show on your Giant Eagle credit card account a late fee in the amount of $was credited on December 21, As a courtesy we are willing to remove one more late fee in the amount of $ Your account would not be eligible for another late fee removal for eighteen months I have also reviewed your Meijer MasterCard® account as well as your DIAMOND ELITE account, at this time we show no late fees have been assessed We hope you find this information to be helpful Should you have questions or concerns regarding this letter, please contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist you Sincerely, Kristina W***

I was miss represented about the monthly cost and would like it fixedI was told ot would be dollars month minimum and would like to see that reflected on my billI am going through the ohio attorny generals office and going to get a lawyer if I have to.Regards, [redacted]

This response does not provide any opportunity for me to correct the debt without involving a collection agency, with a horrible track record of violating the FDCPA Their error, selling the debts on or January 2, 2017, and then forwarding their letters, dated January 19, 2017, deprived me of my rights to settle this matter I made the good faith effort to contact the company immediately upon receipt of the letters Regards, [redacted] ***

We received the complaint you sent to the Revdex.com of Central Ohioregarding [redacted] CreditYour correspondence was forwarded to Comenity CapitalBankThe [redacted] Credit product is issued by Comenity Capital Bank (Bank) andserviced by Bill Me Later, Inc [redacted] Credit is a payment option made available bymany merchants to their customers.Upon review, we have determined your complaint is with [redacted] , not [redacted] Credit.Although both [redacted] Credit and [redacted] are owned by [redacted] , we are separatecompaniesTo contact [redacted] regarding your concerns, please use the contactinformation below:By Phone: 1-888-221-1161By Mail: P.OBox 2394Omaha, Nebraska 68103We hope this letter explains and resolves this matter

I reviewed the response made by the business in reference to complaint ID [redacted] , and will contact the other [redacted] entity to resolve the issue, which remains unresolved

Cancel complaint, the business in question has agreed to remove late charge and correct late pmtreport.See company response below.Thanks[redacted]

Dear Mr***We recently received a complaint, addressed to the Revdex.com, regarding your Ann Taylor/LOFT credit card accountComenity Bank issues Ann Taylor/LOFT credit card accounts, and we respond to all account-related inquiriesI appreciate the opportunity to assist you.We understand from your complaint that you made a payment online for the balance in full, and that you received confirmation that the payment had been processedHowever, you received notification from the Bank indicating that the payment had been returned, that a return payment fee of $was assessed to the account, and that another payment was requiredYou state that you made another payment with a Bank representative to pay the balance in full, at which time, you were assured that this matter would not impact your creditYou are requesting the Bank refund the return payment fee and close the account.We understand your concerns, and we sincerely apologize for any frustration you may have experienced as a result of this matter.After a thorough investigation, our records indicate that a payment of $was scheduled online on December 4, The Bank attempted to process this payment from your personal bank account as scheduled on December 4, 2015; however, on December 9, 2015, the payment was rejected, as your personal bank was unable to locate the account number that was providedAs a result, the $payment was added back to the balance, and a returned check fee of $was assessed to the account.Our records further indicate that a payment of $was scheduled with a Bank representative on December 29, Please be advised that this payment has satisfied the Ann Taylor/LOFT account balance.Please note Comenity Bank is unable to determine if the information a customer enters online is incorrectThis information is only identified when the payment is presented to a customer’s personal bank for paymentAt which time the payment is returned to Comenity Bank, as unable to locate the account number provided.Although there were no Bank errors, in the interest of customer service, we have issued a credit of $for the returned check feeThis adjustment has created a credit balance of $A refund check in this amount was issued for you and should be received via separate mailing within days.Comenity Bank is required by law to report accurate information in regard to account activityWe have reviewed your Ann Taylor/LOFT account, and we find that the information reported is correct; as such, no changes will be made to your credit file.Please be assured, your Ann Taylor/LOFT account was closed on December 29, 2015.We hope you find this information to be helpfulIf you have any further questions, please contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Lauren S***

Sent: Monday, July 31, 8:AMTo: [email protected]: Extension Request for Complaint Received [ ref:_00D50JV5F._50050wmc53:ref ]Good morning,Comenity Capital Bank received the complaint for - Brenda PoageIn order to properly research this complaint, we require additional time to complete our investigationWe would like a due date extension until 8/15/Please let me know if this extension date is not approvedThank you,

I am rejecting this response because:I do not understand what commenity bank is resolving There are repeating same info in every letter a scripted response Regards, [redacted]

This letter is in response to your communication to me on 2/2/17.I want to thank you so much for your help in the matter that I had withComenity BankI wanted to respond to you before, but I wanted to wait tosee what the next statement that Haband (Comenity Bank), read.Well, I did get the statement, and it did read a $balance on theaccount.Thank you [redacted] - so much !! I have been goingthrough such conflict with Comenity for over months before I thought ofcontacting Revdex.comComenity was clearly trying to 'rip me off'.Thanks to you, I'm so gIad it's overI will never do business withComenity or their subsidiaries ever again.Again, thank you so much!! [redacted] - A satisfied consumer with Revdex.com!

Comenity Capital Bank received the complaint for [redacted] In order to properly research this complaint, we require additional time to complete our investigationWe would like a due date extension until 07/01/Please let me know if this extension date is not approvedThank you,