Comenity Capital Bank

Dear *** *** We received your complaint regarding the above-noted accountComenity Capital Bank issues Gardner-White Furniture credit card accounts, and we respond to all account-related inquiriesYour complaint, addressed to the Revdex.com, was forwarded to my
attention, and I appreciate the opportunity to address your concern. I understand your concern regarding the accrued interest charge of $1,that was assessed to your accountYou state that the purchase you made was to be placed on a month deferred interest, 1% payment required plan; however, it was placed on an month deferred interest, payment required plan. Therefore, you are requesting that the accrued interest be waived and for your purchase to be placed on the correct promotional planI apologize for any inconvenience this matter may have caused you. After reviewing your account, our records indicate that a purchase of $5,posted to your account on November 24, This charge was placed on an 18-month deferred interest, 1% payment required plan, scheduled to expire on May 28, For purchases on this plan, interest is accrued (calculated, but not added to the balance)If the balance is not paid in full by the plan end date, the accrued finance charges, which are calculated from the date of the original purchase, will be added to the deferred balance, and this balance will be moved to the revolving balance. On May 15, 2015, a statement was issued to you showing a balance of $3,with a minimum payment of $due by June 10, On that statement, in the “Details of your Plan” section, you were advised that if the balance of $3,was not paid in full by May 28, 2015, the accrued interest would be assessed to your account. Please be advised that Gardner-White reached out to the Bank and advised us that the purchase made on November 23, 2013, was placed on the wrong promotional planAs such, a total credit of $1,950.46 has been issued to your account for the accrued finance charge that was previously assessed to your accountFurthermore, Comenity Capital Bank has moved the remaining balance of $2,from revolving to the 48-month deferred interest, 1% payment required plan, which is scheduled to expire on November 27, 2017. I hope that this information is helpfulShould you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext*** (TDD/TTY ###-###-####)I would be happy to assist you. Sincerely, Jenny W*** *** *** ***

After making several attempts to make a payment and avoid any late fees or penalties I was still penalized and told this would be removed. Although you state my current balance is I will accept once I know that the credit bureaus have been contacted as I initially requested. I was told a lie as this should have been updated by now I also would not be able to make a payment until December which is on a Friday. Obligating me to pay something Dec when I wont have the money will just put me back in the same situation as before which will lead me to contact the Revdex.com again. This is ridiculous I just want someone to honor their word so that I can pay off this bill. Thank you again for your time but this is really a headache over lies and miscommunication to the credit holder.Please help so that I can accept the case so that it will be closed so I guess I will be waiting

Dear *** ***We have received your correspondence sent to the Revdex.com. Comenity Capital Bank issues the Overstock.comcredit card, and we are here to help answer your questions. I appreciate the opportunity to assist youwith your concerns. We understand from your additional complaintthat you have mailed documents to the Bank. We are also in receipt of your correspondencepreviously submitted to the Bank regarding this same matter. Please find enclosed copies of our responsessent to you on August 11and August 25, 2015I hope you have found this information to behelpful. Should you have any additional questionsor concerns, please feel free to contact our Account Protection Team at ###-###-####(TDD/TTY *** They will behappy to assist you. Sincerely,KaiM*** *** ***

Comenity bank is refusing to help

Dear *** ***We received your complaint, submitted to the RevDex.com, regarding the above-referenced accountComenity Capital Bank issues Overstock.comcredit card accounts, and we are here to answer all account-related questions. I appreciate the opportunity to
address your concerns.We understand from your complaint that you allege the above-referenced account was opened in your name without your knowledge, purchases were made on the account, as well as payments until March 2015; which is when you received a statement requesting a minimum due of $500.00.Additionally, you state you contacted the Bank to investigate the account and you were advised there was no basis to support your fraud claim You request documentation that you opened the account because the items were shipped to another address. We apologize for any inconvenience this matter has caused you.Please note that Comenity Capital Bank and Overstock.com are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Overstock.com is responsible for handling matters related to sales, merchandise processing, returns and shipping.Bank records indicate the Overstock.com account was opened on October 10, 2014. The last purchase posted to the account on March 23, 2015, in the amount of $1,and the last payment posted to the account on April 24, 2015, in the amount of $7,515.33. The account was closed by the Bank on May 8, 2015, due to the fraud claim.Additionally, on March 24, 2015, you filed a claim of fraud on the above-referenced account. The investigation was concluded on May 8, 2015, due to your payment of $7,515.33, which paid the account in full. Investigation records indicate that you spoke to a fraud investigator on May 12, 2015, and were advised that we were unable to find any basis to support this claim. Please be advised that our position remains unchanged, and we consider this matter closed.To receive a copy of the application, the bank would need the following:Valid Identification of the victim (Customer Name)A copy of the filed police report, including a report number and contact information that may be used to confirm the filing of the report, if necessary.A signed affidavit attesting to the validity of the identity theft claim.Contact Account Protection ###-###-#### If you are not able to send the above documents, a subpoena would be necessary to send the information you are requesting. A subpoena must include either the consumer’s full name and complete social security number, or full name and complete account number. The subpoena needs to be issued by a court with the subpoena power over Comenity Capital Bank in compliance with the applicable rules of Civil Procedures or statutes. Please send your request to: Comenity Capital Bank*** *** **
*** *** ***Columbus, OH 43219 I hope you find this information to be helpful. Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, extension*** (TDD/TTY ###-###-####)I will be happy to assist you. Sincerely, KaiM*** *** ***

I am rejecting this response because I dispute the findings submitted by KaiM*** When I contacted Commenity Bank on May 23, 2017, the phone number ending in was not one of the erroneous phone numbers listed on my account The numbers were completely different from my current cell phone number ending in or the In addition, I have more than one Commenity Bank account and would think that Commenity Bank may have cross checked any of the other accounts I have a VS credit account and a NYC credit account that I frequently use and neither of these accounts contained fraudulent phone numbers In fact, the NYC account contained the correct number. Regards,*** ***

Dear *** ** *** Comenity Capital Bank has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Boscov’s credit card accountsWe are here to answer your questions and assist with your concerns We previously responded to your correspondence submitted to the Bank regarding this matterPlease find enclosed a copy of our response sent to you on March 13, Please understand that Comenity Capital Bank and Boscov’s are separate entitiesComenity Capital Bank issues and responds to questions regarding the Boscov’s credit card accountWhile Boscov’s responds to questions regarding merchandise, purchases, returns, and shippingShould you want the returned merchandise returned to you, please contact Boscov’s directly. I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely,Jenny W***

Dear *** *** We received your complaint, submitted to the Revdex.com, regarding the above-referenced accountsComenity Bank issues Victoria’s Secret/PINK, dressbarn, and Express credit cards, and we are here to help answer account-related questionsYour complaint
was forwarded to my attention, and I appreciate the opportunity to assist you. We understand from your complaint that you were sent a letter that you felt was disrespectful and, due to this situation, it hurt your credit-ratingYou explained that you were hospitalized and in rehab until October 25, 2015, which resulted in a late paymentYou called the Bank to explain why you were late in making the payment, and you set up auto payments at your financial institutionDuring this time you say that you were assured that the accounts were ok and the credit bureaus would not be affectedHowever, a recent review of your credit file confirmed that the accounts were reporting “no credit available”, resulting in your FICO score being lowered 25-pointsYou again called the Bank and no one was able to reinstate your credit limitsYou state that you wrote Victoria’s Secret explaining what had happened and you received a thoughtless replyYou are requesting the Bank to restore your account credit limits and to adjust the credit bureaus. We are sorry to hear about your medical misfortunes and certainly hope that everything is looking better for you. After review of the account information, here is what we have notedDue to previous late payment(s), the Victoria’s Secret/PINK, dressbarn, and Express account credit limits were reduced to zero in July You sent a previous Revdex.com complaint, separate from this complaint, which indicated that your online payments were returned due to a closed checking accountAfter review and research of that complaint, the Bank reinstated the credit limits on your Victoria’s Secret/PINK and dressbarn accounts. However, due to an error the limits did not remain reinstatedWe sincerely apologize for the frustration and inconvenience you experienced because of this matterPlease be assured that, we have reinstated the credit limits as follows: • Victoria’s Secret/PINK $2,550.00 • dressbarn $750.00 • Express $500.00 This information will update with the credit bureaus within days. Furthermore, we reviewed the correspondence between you and the Bank on November 7, 2015. Please be assured it is never the Bank’s intention to cause a customer a hardshipWe are taking the appropriate actions to coach our associate with regard to this situationYou are a valued customer and we believe in providing our customers with world-class service. Again, we sincerely apologize for the frustration and inconvenience you have experienced, and we hope this information is helpfulIf you have further questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you. Sincerely, Shawnda Y*** *** *** ***

Dear Ms***We recently received a complaint, addressed to the Revdex.com, regarding the above-noted credit applicationComenity Capital Bank issues HSN credit card accounts, and we respond to all account-related concernsI appreciate the opportunity to assist you.We understand from
your complaint, an application was fraudulently submitted with your social security number on September 9, 2015, and as a result, an unauthorized credit report was pulledYou state that you have never heard of Comenity Capital Bank, nor do you have any affiliation with our organizationYou are requesting the Bank remove the inquiry from your credit report, send confirmation that your information has been deleted from our database, and provide you with an explanation as to how this situation could have occurred.We understand your concerns, and we sincerely apologize for any inconvenience this matter may have caused.After a thorough investigation, our records indicate that the above-noted credit application was submitted on September 9, 2015, with your name, address, and social security number.Please be advised that Comenity Capital Bank and HSN are two separate entitiesThe Bank is responsible for addressing questions related to the HSN credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shipping.We contacted HSN, on your behalf, and their records confirm that several orders were placed, by you, between the dates of August 30, 2015, through September 21, HSN records further confirm that the orders were delivered to the address listed at the top of this letter.Based upon the information provided in your complaint, the Bank has sent notification to the national credit-reporting agencies with instructions to remove the credit inquiry from your credit filePlease allow the credit-reporting agencies days to update their records.Please note, due to the compliance policies of the credit-reporting agencies, inquiries are not deleted from a consumer’s credit bureau reportHowever, when the Bank requests that an inquiry be removed, the credit-reporting agencies will change it to a soft inquiryThis means that the inquiry only appears when the consumer pulls his or her own credit reportA soft inquiry does not appear on a consumer’s credit report that is provided to a lender or any other authorized party, and it does not impact the consumer’s credit scoreTherefore, you will continue to see the inquiry on your credit report, but it will not be visible to anyone else who may pull your credit report.If you believe that you have been a victim of identity theft, we encourage you to place a fraud alert on your credit fileThis will advise potential creditors that you have been a victim, and additional verification will be required before an account can be establishedPlease be aware it is only necessary to notify one of the agencies, and they will notify the othersThe credit bureaus may be reached using the following information:Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box Experian Parkway Allen, TX - ###-###-#### PO Box Springfield, PA - ###-###-#### PO Box Atlanta, GA - 024###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.comWe hope you find this information to be helpfulIf you have any further questions regarding this letter, please contact me directly at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Lauren S***

Dear *** *** Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Overstock Store credit card. We are here to answer your questions and assist with your concerns We understand from
your complaint that you made a purchase in June 2016, and due to one of the items received being damaged and the dissatisfaction with the other item, you returned themOnce a return credit was given you noticed there was a remaining balance of $You were advised this was due to receiving a discount price at the time you purchasedYou state you agreed to make a payment via your debit card and close out the accountYou state you contacted the Bank in November 2016, after receiving a bill with a late fee and was advised that it was an error and would be fixedYou state this happened in December and January and when you contacted the Bank again you were advised that the late payments would be cleared, and then you were advised that there was a return paymentYou state that the representative advised that she did not know why you were not previously advised of this matter, you asked to make a payment again for the $18.98, and was advised no and the balance of $was validYou request the fees stop accumulating, your credit report cleaned up and the $credited due to this matterI am happy to share my findings Please note that Overstock.com and Comenity Capital Bank are two separate entitiesThe Bank issues and is responsible for addressing questions related to your credit card account. Overstock.com is responsible for handling matters related to sales, merchandise processing, returns and shipping We have reviewed the concerns in your correspondence, as well as the applicable telephone conversations. In November 2016, you were contacted by a collections representative as the account was two billings past due at the time with a balance of $You advised the representative that you had returned the merchandise and made a payment of $and closed the accountThe representative advised they would notate the account In January 2017, you spoke with a customer care representative, at this time the account was four billing cycles past due with a balance of $You were advised that the payment made in August 2016, for $was returned and a return fee of $was assessedYou advised the representative that this was as you used your ATM card for the payment and it was withdrawn, you requested that she clear up the late payments reported to the credit bureauThe representative advised that she would file a dispute on your behalf regarding the matter, however she did not advise that the late payments would be cleared up by her, as this matter was now disputed and it may take days to resolve Bank records indicate that in July 2016, there were accumulative charges of $and credits given of $169.09, a statement was issued July 9, 2016, with a balance and a minimum payment of $due by August 4, 2016. A payment was made via the automated system on August 4, 2016, you provided ABA routing# *** and checking account ending in On August 11, 2016, this payment was notated in our system as no bank account or unable to locate account and was returnedA letter was issued August 12, 2016, advising of this matterAdditionally there was a billing statement issued September 8, 2016, indicating the payment of $was returned and a return fee of $was assessed As of today’s date the account is five billing cycles past due with a valid, outstanding balance of $and a minimum payment of $due by March 4, If an account exceeds six consecutive billing cycles past due, the account will be written off, and reported to the national credit-reporting agencies as an unpaid debt We understand your concern regarding your credit reportWe have verified we are reporting the account correctly to the credit reporting agencies as we are required by law Please be assured per your request the account has been closed I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, KaiM***

Comenity Capital Bank has received your correspondence regarding the above-referencedaccountComenity Capital Bank issues Ideal Image VIP credit card accountsWe are here toanswer your questions and assist with your concerns.Your complaint states you were advised your purchase was placed on an
month zero interestpromotional plan.You were not aware that your account would be assessed the accrued interestif your balance was not paid in full within the monthsYou further state that your monthly emailswhich advised a payment was due did not provide you with notification that your account wouldbe assessed the interest chargeYou state you have made your payments on time each monthand your account was almost paid in fullYou are requesting the interest be waived so that youcan pay the initial balance offWe understand your concerns and apologize for any confusion orfrustration this may have caused you.Our records indicate on June 12, 2015, a purchase of $1,posted to your account and wasplaced on an 18-month deferred interest, payment required plan that expired on December 13,For purchases on this plan, the customer is required to make payments on the promotionalplan balance based on the standard repayment terms for their accountInterest is accrued(calculated, but not added to the balance), and if the balance is not paid in full by the plan enddate, the accrued finance charges, which were calculated from the date of the original purchase,will be added to the deferred balance, and this balance will be moved to the customer’s revolvingbalancePlease be advised that information regarding your promotional plan appeared on yourmonthly billing statements, under the heading, “details of your plans”Additionally, beginning withthe October billing statement, notification was provided which advised your promotional planwas expiring soonFurthermore, the sales agreement indicates an month deferred interestpromotional plan, and you initialed the agreement confirming you were aware of the terms andconditions of the accountI have enclosed your billing statements and sales agreement for yourreview.Please be advised that a statement was issued to you on November 11, 2016, showing a balanceof $with a minimum payment of $due by December 7, Under the “details ofyour plans” section of your statement, it stated that the promotional balance of $neededto be paid in full by December 13, 2016, to avoid paying accrued interestOur records indicate the Bank received a payment of $on December 7, 2016.As a resultof the promotional balance not being paid in full by the plan’s expiration date, the accrued interestof $was assessed to your account on December 13, 2016, and the remaining balance of$was moved to your revolving balance, which is subject to monthly finance charges.Comenity Capital Bank did not find any errors with the account; therefore, we are unwilling toremove the finance charges, as they are valid.As of the date of this letter, your account balance is $446.49.I hope you found this information to be helpfulIf you have any further questions or concerns,please feel free to contact me at 1-800-820-8932.Sincerely,

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** ***

Dear Mr***: We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned account. Comenity Capital Bank issues Zales credit cards, 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 concerns We understand from your complaint your concerns regarding your purchases of warranties for watches that are no longer in your possession and you would like a check in the amount of $to remedy this situation. We apologize for any inconvenience this matter may have caused you Please note that Comenity Bank and Zales are two separate entities. The Bank issues and is responsible for addressing questions related to the credit card account for Zales. Zales is responsible for handling matters related to sales, merchandise processing, returns, warranties, refunds, and shipping Please be assured that we have contacted Zales on your behalf regarding a refund for the warranties that were purchased. We have been advised that Zales sent you a check for $for reimbursement for the cost of two year Watch Protection Plans. The check was confirmed as delivered to you on January 25, 2016. For any questions regarding the refund, please contact Zales directly at 1-800-311- We 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*** (TDD/TTY ###-###-####). I will be happy to assist you Sincerely, Ashley H*** Consumer Relations Specialist CC: Revdex.com

In order to properly research this complaint, we require additional time to complete our investigationWe would like a due date extension until 07/22/Please let me know if this extension date is not approved. Thank you,

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactoryfor nowto meHowever, after days, if the matter has not been resolved at the credit bureaus then I will submit another complaint as I have heard most of this before without resolveand there is nothing that I can do to control the bank actually sending the letters to the bureaus. The bank stated that letters were sent this summer and I find it difficult to believe that all three bureaus ignored the bank's letters. I also find it hard to believe that the bank cannot pick up the phone and talk with someone directly at the bureaus to make sure that this issue has been resolved. After days I will not be calling the bank to go through this processI will simply submit another complaint and will not accept resolution until all three bureaus remove the bank from my files
Regards, *** ***

Dear *** *** Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Blue Nile credit cardWe are here to answer your questions and assist with your concerns You state you have
consolidated your debt, and paid the above-referenced account in fullYour loan was obtained and the payment was mailed a week before your due dateYou state you received a phone call from the Bank, and the representative you spoke with advised that the payment had not been received, and instructed you to call back once the account was paidYou further state you received an email from the Bank reflecting an incorrect balance of $When you called and spoke with another representative of the Bank, you were told the Bank was unable to remove the late fee, as the account was closedWe sincerely apologize for any frustration or inconvenience this matter may have caused you. We have reviewed the concerns in your correspondence, as well as the applicable telephone conversationsWe apologize if you felt you did not receive the best customer serviceWe are committed to providing the best customer service and are disappointed when a customer feels this standard was not met Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, a late fee and a finance charge may be assessed to the account, as explained in the Credit Card Agreement On March 1, 2017, a billing statement was issued reflecting a balance of $287.40, and a minimum payment of $due by March 27, As no payment was received, a late fee and a finance charge were assessed to the account On April 1, 2017, a billing statement was issued reflecting a balance of $319.17, and a minimum payment of $due by April 27, 2017. On April 5, 2017, a payment of $posted to the account On May 1, 2017, a billing statement was issued reflecting a balance of $33.77, and a minimum payment of $due by May 27, The balance of $consisted of a $late fee, and $in finance charges. In the interest of customer service, we issued credits to the account, totaling $33.77, to remove the previously assessed late fee and finance chargesThese credits posted to the account on May 10, 2017, and resulted in a zero balance. On May 2, 2017, the above-referenced account was closed, at your request I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Laura R***

Dear Ms*** We have received your complaint, addressed to the Revdex.com, regarding the merchandise invoice you received. Comenity Bank issues multiple credit card accounts, and we are here to assist with all of 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 correspondence that you received an invoice in the amount of $for products you did not order. You are requesting the invoice be closed as you did not receive any merchandise. Unfortunately, the Bank is unable to assist you in this matter without more information regarding the invoice. As such, please provide the following: A valid account number Social Security numberAddress Telephone number(s) Any previous names I hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext***(TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Renee S***

Comenity Capital Bank (Bank) has received your correspondence regarding the abovereferencedcredit card accountComenity Capital Bank issues the HSN credit cardWe are hereto answer your questions and assist with your concerns.We understand the concerns as explained in your correspondence regarding
the late fee andfinance charge amounts that were applied to your accountYou stated that you did not receiveyour first bill and paid the account off plus the finance charge, when you received the second bill.You spoke with a representative who credited the $late fee, but would not credit the financechargeYou are requesting a refund of $3.36.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversationsWe apologize if you felt you did not receive the best customer serviceWe neverintend to treat our customers in a less-than-satisfactory mannerWe are committed to providingthe best customer service and are disappointed when a customer feels this standard was not met.Our records indicate the HSN credit card account was opened on December 3, Use of theaccount, or failure to close the account within days of receiving the Credit Card Agreement(CCA), indicated your acceptance of the terms of the Agreement, including the assessment ofany finance charges and fees.On December 5, 2016, the Welcome Kit, consisting of the credit card and CCA, and on December16, 2016, the first billing statement, were mailed to the address list aboveWe have receivednotification that the items were delivered.The account billed on December 11, 2016, with a balance of $148.75, and a minimum paymentof $27.00, due by January 6, As no payment was received by the due date, a $latefee and $finance charge were assessed to the account, in accordance with the CCA.The account billed on January 11, 2017, with a balance of $179.35, and a minimum payment of$36.00, due by February 6, On January 18, 2017, you spoke with a Bank representative,who issued a credit of $for the late fee and partial of the finance charge, as a courtesyInthat phone call you verified your physical address was correct, as listed above; however, the city(Cleveland) and zip code (44106) you provided in your complaint, does not match our recordsOn January 25, 2017, a payment of $was applied to the account, resulting the accountbalance to zero.Comenity Capital Bank has not found any errors with the account, and we are unwilling to removethe remaining finance charge, as the fee is valid.Enclosed, please find a copy of your December billing statement, for your records.Please be assured, on February 6, 2017, the account was closed, per your requestAlthough yourequested your account closed, we hope that you will continue to shop with HSN.I hope you found this information to be helpfulIf you have any questions or concerns, please feelfree to contact me at ###-###-####.Sincerely,

There were several Laws brokenI'm requesting that my account is zero out and there is no impact on my credit after thatDo not close the account out, the balance needs to be $You may call me at *** Thanks
Regards,*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI'm still receiving sales advertisement from ***'s Department Stores, and please remove me from their mailing listThank you