Comenity Capital Bank

Dear Ms***We have received the complaint that you sent to the Revdex.com (Revdex.com)regarding PayPal CreditYour correspondence was forwarded to Comenity CapitalBankThe PayPal Credit product is issued by Comenity Capital Bank (Bank) andserviced by Bill Me Later, IncPayPal Credit is a
payment option made available bymany merchants to their customers.Your complaint indicates a PayPal Credit account was opened in your name withoutyour knowledge or authorizationYou state you filed a police report and completed anaffidavit regarding the fraudulent account; however, your fraud claim was deniedYouare requesting for the account to be closed and the balance to be waived due to fraud.PayPal Credit's records reflect that a PayPal Credit account was opened in your nameon May 27, 2015, with an online purchase of $2,through *** ***In orderfor an application to process with PayPal Credit and an account to be opened, yourname, date of birth, billing address, phone number, and last four digits of your socialsecurity number were provided.On November 30, 2015, PayPal Credit called you in an attempt to resolve the past duebalanceDuring that call you reported the account as fraudulentThe account wasreferred for investigation, and on December 3, 2015, correspondence was sent to theaddress on file stating your fraud claim was denied due to no indication of fraud inconnection with your account.As noted in our December 3, 2015, correspondence, in order for PayPal Credit tofurther investigate the allegation of fraud, additional supporting documentation isneededThis documentation may include a police report filed in connection with thealleged fraud, a Federal Trade Commission (FTC) affidavit available at www.ftc.gov, acomplaint filed with the Internet Crime Complaint Center (http:llwww.ic3.gov/), and/orany other similar document(s)You may fax this documentation to ###-###-#### ormail it to the following address:PayPal CreditAttn: Executive EscalationsP.OBox 5018Timonium, MD 21094Upon receipt of this documentation, we will research your fraud claim againUntil thattime, you remain responsible for the balance on your account.As of January 19, 2016, your account is closed with a balance of $1,A past dueminimum payment requirement of $is due by January 26, 2016.We hope this letter explains and resolves this matter.Sincerely,Kssica A***

Dear *** ***Comenity Capital Bank has received your correspondence, regarding the above-referenced account Comenity Capital Bank issues the Orbitz Rewards Visa credit card We are here to answer your questions and assist with your concerns. We understand from your
correspondence that you noticed a renewal charge for a *** *** of $ You state that you called and cancelled this product, and requested that the charge be credited back to your account You also state that the *** *** added a credit to your account of $not $which was the amount charged to the account which then left a balance of $ Additionally, the credit was applied to the account after the due date which caused the account to assess late fees You indicate that you called the Bank to request the additional charge of $and the remaining fees on the account be removed I am happy to share my findings.After reviewing the account, our records indicate that a credit in of $was applied to the account on November 11, On December 7, 2016, credits totaling $were applied to the account for the fees assessed to the account due to this matter, and for the remaining charges for the *** *** As of the date of this letter, please be assured credits totaling $have been applied to the account, and will result in a zero balance.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, Renee S***

Response to consumer attached

Please note the billing statements will be sent with this correspondence via mail. January 18, 2017 *** ***
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*** *** ** *** RE: *** *** *** *** *** *** **
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*** *** *** *** *** *** Dear *** ***
* Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the *** *** *** ***. We are here to answer your questions and assist with your concerns. We understand from your complaint that you opened a *** *** *** and accepted the 0.00% interest free for months. You state that you were not advised that after one year, if not paid in full, interest would be assessed for the full year. You also state that the Bank enrolled the account in paperless statements without your consent. You contacted the Bank and were advised that the $was assessed due to the promotional balance not being paid in fullYou spoke to a supervisor, and when you put your wife on the phone, you felt the supervisor ignored your wife and raised her voiceYou request to pay off the balance without any additional feesI am happy to share my findings. We have reviewed the concerns in your correspondence, as well as the applicable telephone conversations. We apologize if you felt you did not receive the best customer service. We 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 feels this standard was not met. Our records indicate on December 17, 2015, a purchase of $2,posted to your account and was placed on a 12-month deferred interest, payment required plan that expired on December 17, 2016. For purchases on this plan, the customer is required to make payments on the promotional plan balance based on the standard repayment terms for their account. Interest is accrued (calculated, but not added to the balance), and if the balance is not paid in full by the plan end date, 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 revolving balance. Please be advised that information regarding your promotional plan appeared on your monthly billing statements under the heading, “details of your plans”. I have enclosed your billing statements for your review Please be advised that a statement was issued to you on December 1, 2016, showing a balance of $1,375.00, with a minimum payment of $25.00, due by December 27, 2016. Under the “details of your plans” section of your statement, it stated that the promotional balance of $1,needed to be paid in full by December 17, 2016, to avoid paying accrued interest. As a result of the promotional balance not being paid in full by the plan expiration date, the accrued interest of $was assessed to your account on December 17, 2016, and the remaining promotional balance of $1,was moved to revolving, which is subject to monthly finance charges. As there was no Bank error, we find the finance charges valid. We are unwilling to remove any of the finance charges assessed. Additionally, your account was registered through our online Account Center on December 15, 2015, which provides accountholders the ability to view statements and make payments online. On the same date, you chose paperless statements, meaning you will receive your statements online versus postal mail. When enrolled in paperless statements, we will send you a monthly Statement-Ready Email (SRE) notifying you the statement is available to be viewed. The last SRE was sent on January 6, 2017, and we do not have record of emails being returned as undeliverable from the email address you provided. If you wish to un-enroll in paperless statements, please log into Account Center and update this preference or contact our Customer Care department at the phone number on the back of your card. Please be advised that the paperless statement option is only provided online to our customers, and the Bank is unable to enroll an account into paperless statements. I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, *** ***
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CC: Revdex.com

Dear *** ***
We have received your correspondence sent to the Revdex.com (Revdex.com) regarding PayPal Credit. The PayPal Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later, Inc. Your correspondence states you disputed a purchase on
November 23, 2016, but PayPal did not issue a refundYou are requesting a refund for the disputed purchase. Upon receipt of your correspondence, PayPal Credit researched your account and confirmed you submitted a dispute to PayPal on November 23, 2016, for your purchase of $from EJCPERFORMA, which posted on November 15, 2016, and is reflected on your November 17, 2016, billing statementOn the same day you submitted your dispute, PayPal acknowledged receipt of your dispute and informed you that it could take up to days to receive a resolutionOn January 4, 2017, you were informed that your dispute was changed from being about not receiving your purchase to the purchase being received but being significantly different than originally described. Upon completion of PayPal’s investigation, PayPal sent you an email on February 11, 2017, advising the case was decided in your favorAs a result, a return credit of $was applied to your PayPal balance on February 11, Please note, this return credit of $was not applied directly to your PayPal Credit accountPayPal Credit apologizes for the inconvenience this oversight may have causedPayPal’s records show you transferred your PayPal balance of $39.11, which included your $return credit, to the bank account (ending in 1893) linked to your PayPal account on February 13, 2017. For additional information regarding your PayPal account transactions, please contact PayPal directly at ###-###-####As of February 27, 2017, your PayPal Credit account is open with a balance of $44.95, with a minimum payment requirement of $due by March 14, 2017. We hope this letter explains and resolves this matter. Sincerely, Jennifer P***

March 1, *** ***
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RE: *** *** *** *** *** *** *** *** ** ***
*** *** *** *** ** *** Dear *** ***: Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the *** *** *** Signature credit cardWe are here to answer your questions and assist with your concerns You state in *** *** *** switched companies and, as a result, you accidentally made your electronic payment to the previous credit providerWhen you became aware of this matter, you contacted Comenity Capital Bank by phone and spoke with a representativeThe representative you spoke with advised that all of the late fees and finance charges would be removed if a new payment was made within seven days; however, the fees were not credited and you continue to receive monthly billing statements and additional Bank feesYou are requesting a credit of all the late fees and finance chargesWe sincerely apologize for any frustration or inconvenience this matter may have caused you Based upon your complaint, the Bank reviewed the applicable phone conversationOn December 14, 2016, you spoke with a representative of the BankDuring that conversation, you advised the representative that the payment had inadvertently been sent to wrong bankAlthough the representative stated that a late fee credit would be given, no credits were issued to the accountWe apologize that this was not completed as promised Matters of this nature are referred to management so additional coaching/training can be provided to our associatesComenity Capital Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. On December 21, 2016, a payment of $2,posted to the account, and on February 8, 2017, a payment of $posted to the account. On February 27, 2017, in the interest of customer service, we issued credits totaling $to remove the previously assessed late fees and finance chargesThese credits will appear on your next billing statement. Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter. I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, *** ***
*** ***
*** *** * *** ***
*** *** *** ***

This business continues to debit my account fraudulently
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[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.]
Revdex.com:
I reviewed
the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Dear *** ***We received your complaint regarding the above-referenced accountComenity Capital Bank issues Smile Generation Financial credit accounts, and we are here to help with account-related questionsYour complaint, addressed to the Revdex.com, was forwarded to my
attention, and I appreciate the opportunity to respond to your concerns.Your complaint states that the Smile Generation Financial account was overpaid and a refund check in the amount of $was issued to youYou further state that you lost the first refund check and requested to have a new one issued to youFurthermore, you state that you deposited the refund check; however, it was returned insufficient funds and you were assessed a non-sufficient funds fee of $You are requesting that the Comenity Capital Bank issue a new check for $and also provide a credit for the bank fee that was assessed to your accountI understand your concerns and I apologize for any inconvenience or frustration this may have caused you.After reviewing the account, our records show that the account is in the name of *** *** and we do not have permission to speak to anyone else regarding her accountAs you are not the account holder, please be advised that in order to respond to you directly regarding *** ***’s account, we would need her permission to disclose account information to you.*** *** may contact our Customer Care department at ###-###-#### to have her account noted that we are able to speak to you regarding her account.Additionally, we have sent a direct response to *** *** regarding the account details.We hope this information is helpfulShould you have any additional questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,*** ***Consumer Relations Specialist

In phone call to Revdex.com, consumer stated the matter has been resolved with the business

I was never provided a statementYou even still have my mailing address wrong even after updating it onlineI was never informed of an experiation and again, my payment should have been applied to the total promotion balance as you stated in your first responseYou confirmed it and are now trying to flip itI paid 2,on a $bill and you didn't apply my full payment to the promotional balance as you toa stateNow you are charging late fees and promotional interests illegally and I was never informedI want these reversedI have since paid and covered my initial balance.
Regards, *** ***

February 3, 2017*** ** ***
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Revdex.com Complaint ID #11837070Dear *** ***:Comenity Capital Bank has received your correspondence regarding the above-referenced credit card accountsComenity Capital Bank issues the *** *** *** *** *** *** *** *** *** *** *** We are here to answer your questions and assist with your concerns.Thank you for your additional complaint and request to have the accounts deleted from your credit bureau report.As the Bank is obligated to report account information to the credit bureaus, we are unwilling to delete the accounts noted above from your credit report.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,*** ***
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I've been trying to usr my credit card for and a half months and I was part of a hardship program and pay down my payments and after I was done the program comenity capital bank never released the hold on my account and I was finished and all caught up with my bills and this is why I have not been able to use my card online and they should have been informed of all my payments were paid and released the block on my card this has been for months and day and it state I have to verified my billing address if this is not fixed I'm going to file lawsuit with the supreme court and sue them if they don't take that block off and alow me to purchase anything on line this has gone on for month and day.For them to isdue me a game stop gift card for all the throubles ive had with this for months and days

Dear Mr*** We received the complaint you sent to the Revdex.com regarding PayPal CreditYour correspondence was forwarded to Comenity Capital BankThe PayPal Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later, IncPayPal Credit is a
payment option made available to many merchants to their customers. Your complaint states you made a purchase on December 31, 2015, that was applied to your PayPal credit account rather than your credit card accountAdditionally, you did not receive a billing statement for the purchase until three biling cycles passedYou sent a letter to PayPal requesting to have the late fees waived from your account, but you did not receive a responseYou state you received collection calls, but the representatives you spoke with did not resolve the issueYou are requesting your account be closed, all fees be waived, and the collections calls and email advertisements stop. PayPal Credit’s records reflect that our PayPal Credit account was opened on October 11, 2015, with an online purchase of $through eBay merchant ***, with PayPal Credit selected as the payment methodPlease note, purchase made using a PayPal account are not automaticaloy diverted to a PayPal Credit accountUpon checkout, a consumer is provided with their available funding options within their PayPal accountIf a consumer does not wish to utilize PayPal Credit, there is always an option to choose another available payment method. Your account remained inactive, with a zero balance from November 1, 2015, until December 31, 2015, when a purchase in the amount of $from * * *** posted to your accountNo payments were received for the February and March billing cyclesAs a result, late fees and interest charges were assessed to your account in accordance with the Terms and Conditions. On March 24, 2016, you filed a dispute sating you did not authorize the purchase of $on December 31, Your dispute was denied as it was not filed within the required timeframeOn March 24, 2016, you were sent a letter that stated, “(p)er policy, we must hear from you in writing no later than days from the date of the first billing statement on which the error or problem appeared.” On April 6, 2016, during a phone call with PayPal Credit, you stated you did not receive a statement until March The representative advised you that statements were also sent in January and February Please note that per the E-Sing consent, you agreed to receive statement ready emails via the email address on file for your account, ***, alerting you that your statement is ready for viewing electronicallyPayPal Credit’s records who these emails were delivered successfully and some were openedOn March 14, 2016, due to delinquency, PayPal Credit changed your statement delivery method to paperPayPal Credit has no record of any returned mail on your account. On April 10, 2016, PayPal Credit receive your payment of $Please note that this payment did not satisfy the minimum amount due on your accountAs such, a $late fee and $interest charge were assessed to your accountAdditionally, no payments were received for the May billing cycleAs a result, you received an additional late fee of $and interest charge of $Please be advised that all of the fees assessed to your account were charged in accordance with the Terms and Conditions. On May 5, 2016, as a courtesy, a late fee in the amount of $was waived on your accountThis fee waiver credit is reflected on your may 16, statement. Additionally, upon receipt of your complaint, PayPal Credit placed a cease and desist on your accountYou will no longer receive calls from PayPal Credit; however, you remain responsible for the account balance. As of the date of this letter, the total balance on your account is $A minimum payment requirement of $is due by June 13, Additionally, your email has been unsubscribed and your account is closedIf you questions or concerns regarding emails form PayPal, please contact PayPal directly at ###-###-####. We hope this letter explains and resolves this matterSincerely,Jessica A***

Dear *** *** Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues GameStop PowerUp Rewards credit cards. We are here to answer your questions and assist with your concerns We
understand from your complaint that you were charged a $late fee on the 19th, your payment due date and your payment was made the same dayYou also state that during your conversation with the Bank, you were advised that your payment was made after the payment cut off time and the associate refused to credit the late feeWe also understand that you were not happy with service providedYou are requesting to have the late fee refundedWe apologize for the inconvenience this matter may have caused you Please be advised, that payments must be made by the payment due date and before 6:p.mEastern Time (ET), if payments are being mailedIf your payment is being made online or by phone, payments must be made by 8:p.mETFor additional information regarding cut off times, please refer to page two of your billing statements Regarding payment cut off times, please understand the Bank offers multiple ways to make a payment by the cut off time Online: Online payments submitted before 8:p.mET can be credited to your account the same-dayOnline payments submitted after 8:p.mET will be credited the following day (or on your future scheduled payment date)Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your GameStop PowerUp Rewards account Mail: Send your payment and payment coupon in the envelope that came with your billing statementWe recommend allowing a week for the payment to arriveIf you’re a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible Phone: If you need to make a same-day payment, you may call us at the phone number on the back of your billing statement before 8:p.mET to speak to a customer care representativeA fee may apply to same-day, expedited payments made with the representativeThe Bank is willing to remove one late fee in an eighteen month time period, as a courtesyOur records indicate that a partial late fee credit in the amount of $was issued to your account on September 9, Also, a full late fee credit of $was issued on your account on March 17, Please be advised that the Bank would be unwilling to make any additional adjustments to your account for late fees within the next eighteen months We have reviewed the applicable telephone conversationWe apologize if you felt you did not receive the best customer serviceWe never intend to treat our customers in a less-than-satisfactory mannerWe are committed to providing the best customer service and are disappointed when a customer feels this standard was not met I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Ashley H***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI was told over the phone that my account was correct and closed and that the business is looking into other accounts this may have happened to

Dear Ms***: Thank you for contacting Comenity Capital Bank. As the bank that issues HSN credit card accounts, we respond to all account related concerns. Your complaint, addressed to the Revdex.com, was forwarded to my attention for review. I
appreciate the opportunity to assist youWe understand from the complaint that your HSN account was settled, with Comenity Capital Bank, for $in April 2015; however, the account is still being reported with an open balance to the credit reporting agencies. You state that the reporting goes against the original settlement agreement, namely, the deletion of the account from your credit report. We apologize for any frustration or inconvenience you may have experienced as a result of this matterBank records indicate that a payment of $was scheduled on April 3, 2014, with a Bank representative, to settle the account balance in full. On April 5, 2014, the HSN account status was updated to reflect as “Closed Settlement”. In addition, notification was sent to the national credit-reporting agencies to indicate that the account was settledPlease understand, when a customer agrees to settle an account balance, he/she agrees to pay an amount less than the balance owed in order to pay off the debt. We have reviewed the telephone call from April 3, 2014, based upon your complaint. Our records confirm that you were advised that the HSN account would remain on your credit file, as settled for less than the balance, for up to 7-years Comenity Capital Bank is required by law to report factual data to the credit-reporting agencies with regard to account activity. After reviewing the information reporting on your credit file, we find that the settlement status is reporting correctly, and this will not be changedWe understand that our customers may experience circumstances beyond their control which may cause their accounts to become past due, and therefore, settled. As an option, you may want to consider submitting a consumer statement to the credit-reporting agencies, explaining the reason(s) why the account became past due. This statement will not change your credit rating; however, it will explain to potential creditors why you choose to settle on the account balance, which may contribute to their decision. The credit bureaus may be reached by using the following information: We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext*** (TDD/TTY ###-###-####). I will be happy to assist youSincerely, Lauren S*** *** *** ***

Response

[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.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11929121, and
find the resolution is satisfactory to me
Regards,
*** ***

Thank you for your help the matter was resolved*** ***