Comenity Capital Bank

Dear [redacted]:           We received your complaint, addressed to the Revdex.com, regarding your HSN credit card account.  Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions.  Your complaint was...

forwarded to my attention, and I appreciate the opportunity to assist you.   We understand from your complaint that you asked that the transactions totaling $139.50 be applied to your MasterCard account vs. the HSN credit card account.  However, you received an HSN credit card and a monthly billing statement from Comenity Capital Bank for the charges via mail.  You state that you have sent a payment for $139.50 to cover the initial charge, which you believe is all you owe.  You are requesting the Bank acknowledge that a payment of $139.00 was received, make all adjustments to bring the account balance to zero, contact all credit-reporting agencies to clear this incident from their records, and send you a paid in full letter.  We understand your concerns, and sincerely apologize for any inconvenience this matter may have caused you.   Please understand that Comenity Capital Bank and HSN are two separate entities.  The Bank is responsible for addressing questions related to the credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shipping.   After a thorough investigation, our records indicate that you were selected for a pre-approved credit account offer based upon the information listed in your credit file which satisfied the Bank’s criteria for creditworthiness.  On August 31, 2014, you accepted the prescreen offer and was approved for a HSN credit card account; use of the account or failure to close the account within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees.     Our records further indicate that two charges were applied to the HSN account.  These charges included: a charge of $119.55 on September 3, 2014, for the Visual Land 9 inch QC TA and a charge of $19.95 on September 4, 2014, for the HPP Electric 2 YR Replacement.  On September 9, 2014, a statement was issued indicating a balance of $139.50 with a minimum payment of $25.00 due by October 5, 2014.  As no payments were received for the months of October 2014 through February 2015, late fees and finance charges were assessed to the account, pursuant of the terms outlined in the Credit Card Agreement (CCA).    Please note the Bank received a payment of $139.50 on February 12, 2015.  The remaining balance on the HSN account after this payment posted was $160.08.  This balance was comprised of the previously assessed Bank fees.    On March 10, 2015, a statement was issued indicating a balance of $164.21 with a minimum payment of $25.00 due by April 5, 2015.  Once again, as no payments were received for the months of April 2015 through June 2015, late fees and finance charges continued to be assessed to the account.   On your behalf, we contacted HSN regarding your request to apply the above-mentioned charges to your MasterCard account.  Unfortunately, HSN only keeps telephone records for a period of 30 days; as such, they are unable to provide the telephone recording from the original purchase date.  However, HSN was able to confirm that you received a $15.00 coupon for opening a new HSN credit card account.  Furthermore, in order to be eligible for the coupon your transactions would need to be applied to a HSN credit card account.   Due to the misunderstanding, Comenity Capital Bank has issued credits totaling $272.96 for the previously assessed Bank fees.  In addition, notification has been sent to the national credit-reporting agencies with instructions to remove the account-related delinquencies from your credit report file.  Please allow the credit-reporting agencies 45 days to update their records.    Please be assured, the HSN credit card account is closed per your request, as of October 30, 2014, and the remaining balance is zero   If you would like to no longer receive “prescreened” offers of credit from this and other companies, please call toll-free ###-###-####.  You may also submit the request, in writing, to the following address:   Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 701 Experian Parkway Allen, TX 75013 - 0036 ###-###-#### PO Box 390 Springfield, PA 19064 - 0390 ###-###-#### PO Box 740241 Atlanta, GA 30374 - 0241 ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com   Should you later decide that you would like to receive prescreened offers, you may remove the prohibition on use of your credit report information by notifying the above agencies.   We hope you find this information to be helpful.  If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you.  Sincerely,   
[redacted] Consumer Relations Specialist

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Capital Bank issues the Ideal Image VIP credit card. We are here to answer your questions andassist with your concerns.Your correspondence indicates your concern about the finance charges...

that were assessed to your accountin connection to the purchase you made on a deferred-interest promotional plan.We have reviewed the concerns noted in your correspondence and we would like to provide you with thefollowing information.The October 2, 2015, purchase for $3,786.50 was placed on a 24 Month Deferred Interest PaymentRequired Plan with an expiration date of October 3, 2017. Under the terms of this promotional plan, intereston the purchase is deferred until the plan expires. This means that interest on this purchase was accruingmonthly from the original purchase date but was not being applied to your account. In order to keep theaccrued finance charges from being applied to your account, the entire promotional purchase amountneeded to be paid in full by the promotional plan’s expiration date. This promotional purchase was not paidin full by the expiration date mentioned above; therefore, the accrued interest was applied to your account.The details of your promotional plan as well as the expiration date were present on each billing statement.Your account was registered through our online Account Center on October 19, 2015, which providesaccount holders the ability to view statements and make payments online. On the same date, you enrolledin paperless statements, meaning you will receive your statements online versus postal mail. When enrolledin paperless statements, we will send you a monthly Statement-Ready Email (SRE) notifying you thestatement is available to be viewed.While we understand your concern, after our review of your account, we have determined the balance isaccurate and no adjustments are needed. If you have any questions or concerns, please feel free to contactme at (800) 820-8932.Sincerely,Laura R[redacted]Compliance Dept. – Consumer Responses

Dear [redacted] 
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Lending Club Patient Solutions credit account. We are here to answer your questions and assist with your concerns. We...

understand that you paid off your balance in March, and in May you received a billing statement reflecting two late payments. You state that you made the payment same day and the payment was not honored until the next day which resulted in a late fee assessment. The following month you were not sent a notice so in May you were assessed an additional late fee. You are requesting to have both late fees removed from the account. Bank records indicate the online payment you made on March 20, 2017, for $175.37 was submitted at 1:15 a.m. Eastern Time (ET) which was before the cutoff timeframe of 8:00 p.m. ET for same-day processing; therefore, this payment was posted to your account on March 20, 2017. Please be advised that your account’s payment due date is the 19th of every month. This payment was made, and posted to the account the day after it was due. 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, the account will be assessed a late fee, as explained in the Credit Card Agreement. Your April 2017 billing statement went out on March 29, 2017. There is no indication of return mail on your account. I have enclosed a copy of the April 2017 billing statement for your records. As a courtesy, a late fee was credited in the amount of $25.00 to the account on November 16, 2015. We respectfully decline to remove any additional late fees. As of the date of this letter the account balance is $58.07, with a minimum amount of $32.00 due by May 19, 2017. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Diamond L[redacted]

I have provided sufficient information to prove that I did not receive any services that should have been provided by American Laser Skin Care. I do not accept Comenity Bank's reason because they informed verbally that I did not receive my full refund because my dispute was filled after the 60 day window. American Laser Skin Car was not opened for 60 days from the transaction date and [redacted] was able to provide my financial and patient history. I have attached that information to this rejection.[redacted] in [redacted] has access to all the former American Laser Skin care patients information because the same doctora and nurses are now operating under that name.
Regards,
[redacted]

I noticed on my current balance is not going down. Today it says $2727.26. I have been paying on it over a year. In June 12, 2016 the balance was $2901.41. I paid $100.00 on 06/19/16 so the balance should be $2801.41. In 7/19/16 I paid $116.00 so the balance should be $2685.41. I paid in 8/19/16 $114.00 so the balance should be $2571.41. I paid in 9/19/16 $111.00 so the balance should be $2460.41. I paid in 10/16/16 $109.00 so the balance should be $2351.41. They don't deduct until 19th of the month but still that is a huge discrepancy. They are completely cheating me and they need to fix that because its fraud. They need to calculate the correct current balance on my account and make it right.My current balance is suppose to be $2351.41. They need to make it right.

Dear Mr. [redacted]Comenity Capital Bank has received your complaint regarding the above-referenced account.Comenity Capital Bank issues the Haband credit card account. We are here to answer yourquestions and assist with your concerns.We understand from your complaint that Haband continues to charge you...

each month forpurchases you have not made. You state you have attempted to resolve this problem withHaband, but continue to be charged. Furthermore, you state that if you refuse to pay, there willbe a late fee charge. We understand that you want to be removed from the mailing list and nolonger want the credit card.We recently received your dispute in regard to this situation and you were found not responsiblefor the related charges. The account has been closed per your request as of November 25, 2016.The balance on the account is zero.Please be advised no late fees have been charged to your account.We have requested the cancellation of catalogs and any direct mailings. Please allow 6-8 weeksfor these to stop.We value you as a customer, and hope you find this information to be helpful. If you have anyfurther questions, please contact me directly at ###-###-####. I will be happy to assist you.Sincerely,Diamond L[redacted]

Dear Ms. [redacted]            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, and I appreciate the opportunity to respond to your concerns. We understand from the complaint, a charge of $100.00 has been applied to your HSN credit card account, without your knowledge, by Comenity Capital Bank.  As a fair resolution, you wish to no longer be responsible for making your credit card payments and to get rid of the credit card account.  We understand your concerns, and we sincerely apologize for any frustration you may have experienced as a result of this matter. We have reviewed the account and we are happy to share our findings.  Bank records indicate that your HSN account was opened on November 4, 2008; use of the account or failure to close the account within 30 days of receiving the Credit Card Agreement (CCA) indicated your acceptance of the terms of the agreement, including the monthly interest rate.  Bank records further indicate that your HSN credit card account is a regular revolving account with an annual percentage rate (APR) of 26.99%.  Each month that the account has an unpaid balance, a finance charge will be assessed at the end of each billing cycle, pursuant to the CCA.  To avoid having additional finance charges assessed to the account, please remit a payment of $3,857.25, on or before November 15, 2015, for the account balance. If you are not able to remit a payment for the balance in full, we encourage you to contact the National Foundation for Credit Counseling at ###-###-####, to obtain information regarding the programs offered by Consumer Credit Counseling Service (CCCS).  CCCS programs can provide options such as reducing the monthly interest rate and the minimum payment requirement, for all of your creditors.  Comenity Capital Bank supports and participates in programs provided by Consumer Credit Counseling Service (CCCS) organizations. Please be advised, your HSN credit card account has been closed, per your request.  If your intention was not to close the above-noted account, please contact me within 7 days from the date of this letter and I will be more than happy to reopen the account.  We value you as a customer.  If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you. Sincerely, Lauren S[redacted]

I will not pay this bill until the paymetns I made were taken off my bill instead of adding them onto the bill. I have a lawyer and I will engage him! This has not been handled right.Shirley Twaddl

If I was told it would be a hard-pull on my credit report I would never agree to it.  When I was on the phone call with Comenity capital for Pottery Barn, the customer service rep assured me NO HARD PULL would be done. Why are you letting your employees lie to us consumers like that?  I'm sure it was a recorded call as well.  Comenity needs to work on ethics.You say you cannot remove hard inquiries but change them to soft- ok, but there are already soft inquiries on my report from Comenity for pottery barn, Meijer and Fuel rewards....so I'm not sure why you guys soft pulled me and hard pulled me within hours of each other? Makes no sense.  Please remove hard inquiries of Fuel Rewards, Pottery Barn and Meijer.Good Day.
Regards,
[redacted]

Comenity Bank has received your correspondence that you sent to the Revdex.com, regarding the above-referenced account.  Comenity Bank issues Total Rewards® Visa®  accounts.  We are here to answer your questions and assist with your concerns. We understand your...

concerns as explained in your correspondence.  You state that the Bank charged you for a $3,200.00 balance transfer that did not reach the intended recipient; as there was no account number provided on the check.  You state the Bank refuses to resolve the mistake and is charging you for the amount of the balance transfer plus fees.  You are requesting the balance transfer to be corrected or reversed. Our records indicate the Bank previously received disputes regarding the same concerns referenced in this correspondence.  Please be advised that we have responded to your concerns.  I apologize for any inconvenience or frustration this situation may have caused you. Bank records show that on October 23, 2016, a balance transfer in the amount of $3,200.00, and the $32.00 balance transfer fee, were applied to your account.  The balance transfer was processed and the funds were issued to [redacted] Cards.  As the transaction has been completed, the Bank cannot stop the payment, or cancel the balance transfer. Enclosed is a copy of the cancelled check for your records.  Please contact [redacted] Cards regarding the transfer, as the funds were paid to them on November 2, 2016.  In addition, as a courtesy, a $32.00 credit was previously issued for the balance transfer fee that was assessed to the account.  No additional fees have been assessed to the account in regard to the $3,200.00 balance transfer.  I hope you found this information to be helpful.  If you have any questions or concerns, please feel free to contact me at ###-###-####.                                 �...⇄ Sincerely,   Tionna M

Dear Mr. [redacted]We received the complaint you sent to the Revdex.com regarding PayPal Credit.Your correspondence was forwarded to Comenity Capital Bank. The PayPal Credit productis issued by Comenity Capital Bank and serviced by Bill Me Later, Inc. PayPal Credit is apayment option made...

available by many merchants to their customers.Your complaint states you recently opened a PayPal Credit account; however, you havebeen unable to use the account to complete purchases on E-bay. You contacted customerservice several times and were told to wait 48 hours before attempting the purchases again.You are requesting for your credit line to function properly.PayPal Credit's records reflect your PayPal Credit account was opened on September 30,201 5, with an online application through your PayPal account. PayPal Credit approved yourapplication and an account was opened.On September 30, 2015, you attempted to pay for a purchase in the amount of $118.82using your PayPal account with PayPal Credit selected as the funding source. Thistransaction was declined, because PayPal Credit detected potentially fraudulent activity inconnection with this transaction. On October 1, 2015, you attempted another purchase inthe amount of $67.88 using your PayPal account with PayPal Credit selected as the fundingsource. This transaction was also declined, because PayPal Credit detected potentiallyfraudulent activity in connection with this transaction. Please note, when you use PayPalCredit to pay for a purchase, PayPal Credit will review the details of each transactionattempt and compare it with the information on your account. If the information doesn'tmatch, the transaction will be declined to prevent fraudulent activity and protect the securityof your account. As a result of these potentially fraudulent transactions, your account wastemporarily revoked to prevent any additional activity.You contacted PayPal Credit customer service several times between October 1, andOctober 2, 201 5, to discuss your account. During the first call on October 1, you were askeda series of security questions pulled from various public records to verify your identity. Youwere able to provide the correct responses to these questions, and the representative wasable to resolve the issues on your account. Your account was reinstated and you wereasked to wait 24-48 hours for processing before you reattempted the purchase.Following these phone calls, you again attempted to use your PayPal account with PayPalCredit selected as the funding source to pay for several purchases. These transactionswere again declined because PayPal Credit detected potentially fraudulent activity inconnection with the transactions. On October 3, 2015, your account was again temporarilyrevoked to prevent any potentially fraudulent activity.You contacted PayPal Credit two times on October 5, 2015, regarding your account. Duringthe first call, the representative verified your identity and advised your PayPal Creditaccount had been reinstated. The representative also told you that you would be able to usethe account within 5 minutes. Unfortunately, the first representative should have told you towait 24-48 hours to reattempt your purchase, and we apologize for any confusion thiscaused. However, the second representative you spoke with this day did provide the correctinformation. You were asked to allow 24-48 hours for processing before your PayPal Creditaccount would be an available funding source in your PayPal wallet. Once reinstated, yourPayPal Credit account was immediately available for use with merchants that acceptPayPal Credit for payments directly (outside of your PayPal wallet).PayPal Credit's records show your PayPal Credit account is active and open and availablefor use. Two purchases did successfully post to your account on October 7, 2015: one inthe amount of $63.98 with EBay merchant doaa Ibrahim, and one in the amount of $16.45with the EBay merchant Munster Home Products.Although from PayPal Credit's perspective it appears your concerns have been resolved,please note that PayPal Credit and PayPal are separate accounts. Even though yourPayPal Credit account has been reinstated and is available for use, PayPal also hascontrols in place to prevent fraudulent activity on your account. It is possible that PayPalcontrols may prevent your PayPal Credit account from showing as an available fundingsource in your PayPal wallet. For assistance with your PayPal account, please contactPayPal directly using the information below:[redacted]As of October 16, 2015, your account is active and open with a balance of $80.43.We hope this letter explains this matter.Sincerely,Patricia L[redacted]

Dear [redacted]: Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.  Comenity Capital Bank issues the Smile Generation Financial credit card. We are here to answer your questions and assist with your concerns.   We understand from your...

complaint, that in July 2016 you applied for the above-noted account to finance dental work for yourself and your husband, with the benefit of paying it off by January 2018 without interest. You spoke with a representative in July 2016, who informed you to pay $190.00 per month, for the no interest plan. You received the statement and the minimum payment due was $64.00; however, you paid the $190.00. You spoke with a representative in August 2016, who informed you to pay $143.00 a month. You made payments by the 20th of each month, as you understood that was the due date. In October 2016, you were informed to pay $207.00 monthly. You don’t understand why the payments fluctuated each month. When you received your March 2017, statement you noticed a late fee, and when you gathered all of the statements you realized each month the account was assessed a late fee. You request to have the late fees removed. I am happy to share my findings.   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, the account will be assessed a late fee, as explained in the Credit Card Agreement. Please be advised, the due date is the 16th of each month. Additionally, the amount you must pay each billing period is the total of minimum payments for regular revolving and promotional credit plan purchases plus any past due amounts. The minimum payment due for each regular revolving credit plan will be the greater of:   $5.00; or5% of the new balance shown on your statement of that credit plan (rounded down to the nearest $5.00). Bank records indicate that when you contacted the Bank on July 26, 2016, you informed the representative that you heard on the automated system that there was a payment due by August 16, 2016. The representative confirmed that the due date was the 16th and that a statement was recently issued. On this call the representative advised that with the charge of $1,610.00 divided by 18 months, if you paid $90.00 a month it would be paid in full within the 18 month timeframe. On your phone call to the Bank on August 25, 2016, you called to ensure you were sending enough payments. The representative confirmed, based on the minimum required payment, that your payment of $190.00 was enough.  On your phone call to the Bank on September 14, 2016, you wanted to see what the balance was to ensure that you paid it off, interest free. The representative advised you that based on both charges of $1,610.00 and $2,100.00, to avoid any interest, to pay $207.00 a month.  On March 30, 2017, per your phone call, the representative did credit the account $37.00 for one of the previously assessed late fees. Due to no Bank error, we respectfully decline your request to remove any additional late fees. Additionally, when a late fee is assessed and there is a promotional plan, the late fee creates a revolving balance. Due to two late fees not being paid, $2.01 in finance charges were assessed on the revolving balance.   There is currently a balance of $1,805.00. Your promotional plan with the initial balance of $1,610.00 expires January 9, 2018. Your promotional plan with the initial balance of $2,100.00 expires January 29, 2018.  Please keep in mind, under the terms of your promotional plans, interest on the plan balance is deferred until the plan expire. This means that interest on each purchase is accruing monthly from the original purchase date, but is not being applied to your account. In order to keep the accrued finance charges from being applied to your account, the entire promotional purchase amount needs to be paid in full by the promotional plan’s expiration date. If the promotional purchase is not paid in full by the expiration date mentioned above, the accrued interest will be applied to your account. The details of your promotional plans, as well as the expiration dates, can be found on each billing statement.       I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.   Sincerely, [redacted] Compliance Dept. – Consumer Responses

Dear [redacted] Thank you for contacting the Revdex.com, regarding the above-referenced account.  Comenity Capital Bank issues Draper’s & Damon’s credit card accounts, and we are here to help with account-related questions.  Your complaint was forwarded to my...

attention, and I appreciate the opportunity to assist you.  You state in your complaint that you ordered a suit from Draper’s & Damon’s.  You further state that although you returned the suit, and used the enclosed return shipping label, you continued to receive bills.  You do not know why you are being charged for items which you have returned, and you have been receiving calls from the Bank.  We sincerely apologize for any inconvenience or frustration this matter may have caused you. We have reviewed your account and we are happy to share our findings.  Please find enclosed copies of your monthly billing statements, for your review.      Please understand that Comenity Capital Bank and Draper’s & Damon’s are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to your credit card account, while Draper’s & Damon’s is responsible for handling matters related to sales, merchandise processing, returns, and shipping. Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling.  When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded.  Additionally, if you use the provided label for the return, your account is billed $9.99 for the cost of the return shipping. Our records indicate that on September 16, 2014, a purchase of $226.96 posted to the account.  On October 3, 2014, the suit was returned and a credit of $193.98 posted to the account.      On October 2, 2014, a billing statement was issued reflecting a balance of $32.98 and a minimum payment of $20.00 due by October 28, 2014.  As no payment was received a late fee and a finance charge were assessed to the account, pursuant to the terms and conditions of the Credit Card Agreement (CCA).  Statements continued to be issued monthly, and as no payments were received, late fees and finance charges continued to be assessed to the account.    On April 17, 2015, Draper’s & Damon’s issued a credit of $9.99 for the return label fee, and on April 22, 2015, a payment of $22.99 posted to the account; however, a balance of $212.55 remained. On July 2, 2015, the account was permanently closed and written off as an unpaid debt with a balance of $258.29.   In the interest of customer service, we have issued credits totaling $258.29 to remove the late fees, finance charges, and shipping and handling fees from the account.  Your account balance, as of today’s date is zero.   Due to this account being reported as a charge off, Comenity Capital Bank has sent a request to the national credit-reporting agencies to delete the Draper’s & Damon’s account from your credit report.  Please allow the credit-reporting agencies 45 days to update their records.   We hope you find this information helpful.  If you have any questions, or need additional assistance, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you. Sincerely,  Laura R[redacted]

Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the HSN credit card. We are here to answeryour questions and assist with your concerns.We understand from your correspondence that you made a purchase to your HSN account...

in themonth of July and did not receive a billing statement. You state that you spoke to a representativethat advised that the billing cycle had not closed, however; the billing statement never arrived.You state that you recently contacted the Bank and were advised that your account had two latefees. You noticed a late payment on your credit report. When you contacted the Bank you wereadvised that your account was two months past due, at that time you were also advised that theaccount is enrolled in electronic statements. You state that you never signed up for electronicstatements. Furthermore, you are requesting the removal of the late fee, and the derogatorymarks from your credit bureau report. Additionally, you state that you will take the hit and cancelthe account.Your account was registered through our online Account Center on January 22, 2017, whichprovides account holders the ability to view statements and make payments online. On January22, 2017, you enrolled in paperless statements, meaning you will receive your statements onlineversus postal mail. When enrolled in paperless statements, we will send you a monthly StatementReadyEmail (SRE) notifying you the statement is available to be viewed.The last SRE was sent on October 6, 2017, and we do not have record of emails being returnedas undeliverable from the email address you provided. If you wish to cancel your enrollment inpaperless statements, please log in to Account Center and update this preference, or contact ourCustomer Care department at the phone number on the back of your card.We understand your concern regarding your credit report. We have verified we are reporting theaccount correctly to the credit reporting agencies as we are required by law and will not bechanged.The account is currently open, if you would like the account closed, please contact our CustomerCare department at the number listed on the back of the HSN credit card.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Rosa M[redacted]Compliance Dept. – Consumer Responses

Because I have already talked with several managers and they all give me the same response. They say they will look into it, but they...

don't. I'm tired of getting the run around from them.  I would just like my $58.00 back that they charged me for the unnecessary late fee.  The Account is paid in full.

Dear [redacted]: Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the David’s Bridal credit card. We are here to answer your questions and assist with your concerns. Your complaint states that you paid your balance on time for the items which were on sale, and as they are no longer on sale, you have been assessed finance charges five times. You state that you were charged two times for $170.82, once for $74.91, once for $493.35, and once for $786.35. You state that these charge are bogus and you want them removed. I have reviewed your account and I am happy to share my findings. Our records indicate on July 5, 2016, a purchase of $1,413.75 posted to your account and was placed on a 6-month deferred interest, payment required plan that expired on January 5, 2017. Additionally, our records indicate on July 18, 2016, two purchases; $469.85 and $119.95 posted to your account and were also placed on a 6-month deferred interest, payment required plan that expired on January 18, 2017. For purchases on this plan, the customer is required to make payments on the promotional plan balance(s) 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(s) appeared on your monthly billing statements, under the heading, “details of your plans”. Additionally, beginning with the December 2015 billing statement, notification was provided which advised your promotional plan(s) were expiring soon. I have enclosed your billing statements for your review. Your account was assessed the accrued finance charges totaling $170.82 for the plan which expired on January 5, 2017, and accrued finance charges totaling $74.91 for the plan which expired on January 18, 2017. Additionally, the remaining promotional balance of $786.35 was moved to revolving with the accrued interest charges, which is subject to normal monthly finance charges, as well as the remaining promotional balance of $493.35 and accrued interest charges. However, after speaking to a Bank associate on January 23, 2017, the account was issued credits totaling $245.73, as a courtesy, to refund the accrued interest. As of the date of this letter, your account balance is $1,294.04. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Shawnda Y[redacted]

Dear Ms. [redacted]      We received your additional complaint, addressed to the Revdex.com, regarding your Gordon’s JEWELERS® credit card account.  Comenity Capital Bank issues Gordon’s JEWELERS® credit card accounts, and we respond to all account-related...

questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.   We understand from the complaint that you have had your account for two years and you have been charged finance charges that are almost as much as the minimum payment.  You state that you have been charged a late fee every month.  You also state that you have not been notified regarding these charges and advised on how to avoid these fees.  You are requesting that all late fees that have been assessed to your account be removed.  We would like to apologize for any inconvenience you may have experienced regarding this matter.   On January 22, 2016, Comenity Capital Bank became the issuer of your account and our records indicate that your account has been assessed four late fees.  As a courtesy we are willing to remove one late fee in a twelve month time period.  A late fee credit in the amount of $25.00 has been issued to your account.   Please be advised, your payments are due by the twentieth of each month.  Any payments received after the due date, or payments received for less than the requested minimum amount due, are considered late; which is pursuant of the terms outlined in the Credit Card Agreement (CCA).   The balance on your Gordon’s JEWELERS® account is a regular revolving account with an APR of 29.24%.  The use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and late fees.   A revolving account means that the full balance can be paid at any time to avoid finance charges, or monthly payments can be made and a finance charge would be assessed each month on the remaining unpaid balance.  A minimum amount is required each month; however, if the customer wants to pay the balance in a shorter period of time, a payment in excess of the minimum amount required, should be received each billing period.  In addition, information on how to avoid paying interest charges is listed on the second page of your billing statements.   We value you as a customer, and hope you find this information to be helpful.  If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you.   Sincerely,    Ashley H[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I Comenity Bank finally sent  us a letter and we were able to send them a death certificate and the late charges have been reversed.  Thank you for your cooperation and assistance.

May I please have an extension for complaint ID [redacted]

Thank you for your complaint, addressed to the Revdex.com, regarding the abovenoted application. Comenity Capital Bank issues Virgin America Visa® credit card accounts, and we respond to all account~related questions. Your complaint was forwarded to my attention, and I...

appreciate this opportunity to assist you. Your correspondence indicates that you applied for a Virgin America Visa® account, and were declined due to a bankruptcy. You are requesting that the Bank reconsider your application, so that you may be approved for the Virgin America Visa® credit card. Additionally, you have requested a call to discuss the application with you. It was a pleasure speaking with you June 10, 2015. As a follow up to our conversation, you have requested a letter confirming our conversation.Per your correspondence, we forwarded your information to our internal partners for further review. Unfortunately, at this time we are unable to approve your Virgin America Visa® application. We apologize for any frustration or inconvenience you may have experienced because of this matter Please be assured, we appreciate your interest in our credit card program with Virgin America Visa® and invite you to reapply in the near future once the bankruptcy is removed from your credit file. An application may be submitted online at http://www.virginamerica.com.Should you have any questions or concerns, please feel free to contact me at 14 800-675-5685 ext. 7293066 (TDDfTTY 14 888-819-1918) I would be happy to assist you.