Comenity Capital Bank

This letter is in response to your communication to me on 2/2/17.I want to thank you so much for your help in the matter that I had withComenity Bank. I wanted to respond to you before, but I wanted to wait tosee what the next statement that Haband (Comenity Bank), read.Well, I did get the statement, and it did read a $0.00 balance on theaccount.Thank you [redacted] - so much !! I have been goingthrough such conflict with Comenity for over 6 months before I thought ofcontacting Revdex.com. Comenity was clearly trying to 'rip me off'.Thanks to you, I'm so gIad it's over. I will never do business withComenity or their subsidiaries ever again.Again, thank you so much!![redacted]- A satisfied consumer with Revdex.com!

We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will be in contact with you directly via phone or mail within 20 days.

Dear [redacted]:Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the DentalFirst Financing Credit account. We are here to answer your questions and assist with your concerns.Your correspondence indicates you made...

numerous attempts to correct a billing problem for the wrong financing and were told the system did not adjust the financing properly. You want Aspen Dental to agree to the terms of the contract.Please note Comenity Capital Bank, DentalFirst Financing and Aspen Dental are all separate entities. The Bank issues and is responsible for addressing questions related to your credit account. DentalFirst Financing assists with financing and payment arrangements for elective dental procedures. Aspen Dental is responsible for handling matters related to services provided.Thank you for speaking with me on May 25, 2017. As discussed, you indicated that you agreed to switch the promotional plan from a 60 month, low APR (14.99%), equal payment plan to a 48 month, low APR (14.99%), equal payment plan in February 2017. You state that DentalFirst Financing advised you that the new monthly payment would be $57.00; however, this is not occurring, and you are being asked to pay $90.00 a month, which is the minimum due based off of the original purchase of $3,152.00. You also stated that you had an email from DentalFirst Financing, which validates the $57.00 monthly minimum due. You stated you would send the email to my attention. To date, I have not received the email.The Bank was contacted on February 27, 2017, by DentalFirst Financing indicating you requested to reduce the amount of your transaction from $3,152.00 to $1,847.00, and to change the promotional plan to a 48 month, low APR (14.99%), equal payment plan. Unfortunately, due to an associate error, the original amount of $3,152.00 was transferred to the new plan. Therefore, the minimum payment did not change.As of today’s date, the account balance is $1,660.67. Please be assured, the balance of $1,660.67 has been transferred to a 48 month, low APR (14.99%), equal payment plan. This adjustment and the minimum due will reflect on the next billing statement that will be issued to you on June 24, 2017.With regard to your previous dispute, the Bank received your dispute and responded to you onMay 11, 2017. The balance could not be transferred because you were requesting the balancebe transferred to an 18 month, no interest with low payments plan.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Shawnda Y[redacted]Compliance Dept. – Consumer Responses

Please read the following.First, I would like to thank Comenity Capital Bank because not only have you served me well as a customer as far as extending credit goes, but I wholeheartedly appreciate the removal of the negative mark on my Love LOFT credit card. This is a tremendous help for me and I realize that it wasn't necessary for you to do this but you did it anyway in the spirit of customer service. However, I am not entirely satisfied with the response to my complaint because you are stating that you can't remove the negative marks on my David's Bridal credit card when you did exactly that for the other. I understand that you have a legal obligation to report accurate information to credit reporting agencies, but it does not make sense to remove one negative mark and then say you can't do it for another account.At this point, I am not asking for credit back from any fees that might have been charged. I believe I showed good intent when I paid off both accounts and kept them in good standing during the entire history of the account, even up until now, with the exception of one time period. Please let me explain why exactly I started to fall behind in hopes that maybe you would reconsider your decision and help me move on from this time of my life.I originally opened my David’s Bridal credit card because of a promotion that they had in which I would not have to pay interest for 6 months. I purchased my dream wedding dress with this credit card and was so grateful for such a great promotion. Months later, for reasons I still can’t even fathom today, my engagement ended and I simply could not deal with anything that had to do with the wedding because I was really depressed. Yes, this isn’t anything that you need to care about, but please understand that this was very difficult for me because the months came in which I should have been happily married and as it turned out, I ended more alone than ever. While I tried to keep up with my bills, it was emotionally daunting to face reality and see that everything I incurred debt for that should have created a dream come true ended up becoming my greatest regrets and nightmare.I’m happy to say that I have moved to a new state, I have a great and stable job, I am back on my feet, and I am ready to take responsibility for every mistake that I have made. I am also trying to purchase my first home on my own. I tried my best to show that I am more responsible than I have shown you before by paying both accounts in full. While I wish automatic payments was a service you offered so that I would not have had to look at this account so often during that time, I realize that your company chooses not to offer it and that is completely up to the decisions of your executives, and so I know that my one complaint can’t force you to offer the service. I was simply suggesting that it be offered for the convenience of any other people out there who might be in the same predicament as I have been because while they tell you that fairytales are real growing up, I have learned that they are more often not in these hard times.So if you can please find it within your kindness and concern for me as a consumer and loyal customer who is now simply trying to rebuild a life completely different from what it was just a year ago, please please please reconsider removing these derogatory marks on my David’s Bridal credit card. I would rather keep the account open, but if the only way is to remove the trade line completely, I would be okay with that as well. I cannot even begin to explain the anxiety and fear I have that this might haunt me for another 7 years. I really don’t want to think of a man that hurt me so much every single time I’m told that I won’t qualify for a loan or a mortgage or even just a credit card. It really just makes me want to break down every single time I’m reminded of this. I’m so sorry for such a long letter and I hope that you don’t feel as though I’ve wasted your time, but I just hope with all of my heart and being that you would kindly reconsider your decision and help me so that I can grow out of this part of my life. I appreciate you so much for already helping me with my Love LOFT account. I hope to hear from you soon!  Regards,[redacted]

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Forever 21 credit card. We are here to answer your questions and assist with your concerns.   We understand the concerns as explained in your...

correspondence. You paid your bill, but were charged late fees. A credit of $17.74 was issued for the fees, leaving a balance of $0.32, which resulted the account being charged additional late fees. In addition, you requested the account be closed and have not received a confirmation letter, that the account was closed, as promised. You are requesting the fees be credited and the reported outstanding status be updated on your credit report.  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.  The account billed on December 25, 2016, with a balance of $16.04, and a minimum payment of $16.04, due by January 20, 2017. As no payment was received by the due date, a $16.04 late fee and a $2.00 finance charge were assessed to the account.  The account billed on January 25, 2017, with a balance of $35.66, and a minimum payment of $23.04, due by February 20, 2017. On February 3, 2017, a payment of $17.62 was received and the account was credited $17.72 for the late fee and part of the finance charge. Because the full minimum payment of $23.04 was not received, nor was the account balance paid in full, additional late fees were assessed to the account, resulting in an outstanding balance.  In the interest of customer service, a credit of $48.72 has been issued to the account, for the late fees and finance charges that were previously assessed.   As of the date of this letter, the account balance is zero.  Please be assured that Comenity Capital Bank has not reported negative payment information to the credit-reporting agencies, regarding the account.  As requested, the account was closed on February 27, 2017. Although your account is closed, we hope you continue to shop with Forever 21.  I apologize that you did not receive our previous response. Enclosed is a copy our previous response dated February 28, 2017, for your records.  I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932.    Sincerely,    Tionna McGowan  Compliance Dept. – Consumer Responses  cc: Revdex.com  Enclosures

it offers no resolution to the fact that their associate used incomplete data to falsely inform me that someone from one of my phones has called and activated an account.  The response back simply states steps and activities from their Customer Relationship Management system and doesn't actually apply any thinking against the claim.  I need to understand what criteria is being used to determine that I opened the account.

Dear [redacted],Comenity Capital Bank received the complaint [redacted], for [redacted].In order to properly research this complaint, we require additional time to complete our investigation. We would like a due date extension until 03/03/2017. Please let me know if this extension date is not...

approved.Thank you,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Office: ###-###-####

Thank you for contacting Cornenity Bank. We received your complaint, addressed to the BetterBusiness Bureau, regarding two fraudulent accounts being opened in your name while you wereliving outside of the United States. As the bank that issues many different credit card accounts,we are here to...

assist you with your account-related questions. Your complaint was forwarded tomy attention, and I appreciate the opportunity to assist you.After a thorough review of our records, we are unable to locate any credit card account with theinformation provided. We would be unable to resolve this matter without having additionalinformation to research your concerns. Please provide the following:A valid Comenity Bank account numberA full Social Security numberAn address associated with the accountAny previous or alternate namesWe hope that this information is helpful. Should you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.

Gal call this morning saying they would zero out my balance. That is a good thing. Credit "Provisional" came through Feb. 2015 which left us a neg. balance for a few months they were giving calls, and email, trying to get us to use up the credit.In April 2015, we tried to buy 2 pairs of shoes, same type, they send out wrong size, and they were returned in box with their labels return postage guaranteed, just had to drop off.Neg. balance went away, I would not of spend anything if I was led to believe this could happen.They were charging for a pair of shoes that they never got, and late charges, fess etc. Appreciate your help.Sincerely, [redacted]

I reported Comenity bank to Revdex.com a couple of months ago because they would harass and call me 10-20 times a day and leave threatening messages. I would make payments just a little late and some were just the bare min payments which is why they would call me. I understand having to call customers to get payments my only point was don't harass me and don't threaten me. I don't think I'm being unreasonable. So now because I reported them they stopped calling me which isn't what I asked I just asked to not be harassed and threatened. Now they will not allow me to use any of the cards that I still have credit on. They said I have to send them something in writing asking for permission to use my cards. Im making payments and they take the money but don't allow me to use my cards. I wasn't even notified of this I had to find out over the holiday when I was trying to buy christmas gifts for my nieces, my card was declined. I was humiliated at the department store all because I reported this bank for harassment. I have multiple cards that I was paying on time that still have credit and if I'm paying these cards on time and want to make a purchase I should be allowed to. I contacted Comenity bank through the different websites of the cards and they refuse to answer any of my questions unless I call them. I'm contacting them through email why do I have to call? in this day and age everything is done electronically I'm not going to say anything different over the phone than I would say through email. I just want this harassment to stop. Im in the process of getting a small personal loan to pay off my bills. I'm a student and work full time. Im trying.I just want to be able to use my cards if I still have credit. Stop with the bullying. I don't need to speak to anyone personally if I don't want to. I shouldn't have to send anything to anyone in writing requesting authorization to use my credit card that I'm paying on time. My other cards will be paid off when my loan comes in. I also would like an apology for this disgusting behavior. No one notified me that they would be essentially disabling my credit cards, I had to deal with the humiliation at the department store with everyone staring at me as the cashier yelled out that my card was declined.

Dear [redacted]:Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the My BJ’s Perks® [redacted]® credit card.We are here to answer your questions and assist with your concerns.We previously received and responded to your correspondence submitted to the Bank regardingthis same matter. The merchant was contacted regarding your dispute and the Bank was advisedthe charges are valid per their terms and conditions. If you have additional information tosubstantiate your claim, please send the information to the above address.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,[redacted]Compliance Dept. – Consumer Responses

Dear Mr. [redacted]: We have received your recent complaint addressed to the Revdex.com.  Comenity Bank issues multiple retail credit card accounts, and we are here to help with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the...

opportunity to respond to your concerns. We understand from your complaint that you have received calls from the Bank at your telephone number, ending in [redacted], and you would like the calls to stop.  Please accept our apology for any inconvenience or frustration that you may have experienced regarding this matter. Please be assured that the telephone calls placed to the number ending in [redacted] were made in attempt to contact one of our customers regarding a personal business matter.  Comenity Bank may call until our attempt to communicate with our customer is successful.  Therefore, it is possible to receive multiple calls in a day between the hours of 8:00 a.m. and 9:00 p.m. Please be assured that we have updated the credit card account(s) that listed your telephone number to ensure that you no longer receive calls from Comenity Bank.    I hope that you find this information to be helpful.  If you have any further questions regarding this matter, you may contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you. Sincerely, Melissa L[redacted]

Dear Mr. [redacted] 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 your concerns regarding your credit limit being lowered due to the interest charges that posted to your account for your expired promotional plan and you would like the interest removed from your account and not have to pay any interest.  We also understand your concerns regarding your purchase of a charm that has tarnished and would like a refund.  We would like to apologize for any inconvenience these issues may have caused you. On January 21, 2016, Comenity Capital Bank became the issuer of your account, and our records indicate that your credit limit is $1,700.00.  However, we have reviewed your previous billing statements and you were advised on your September 2015 billing statement, that your credit limit was decreased due to your credit performance.  For your records we have enclosed copies of your billing statements from May 2015 through January 2016. Records indicate that a purchase of $1,200.00 was charged to the account on April 13, 2015.  The purchase was placed on a 6-month deferred interest, payment required promotion plan, scheduled to end on October 24, 2015.  As agreed at the time of purchase, no interest would be assessed to the account, should the balance be paid in full as of the scheduled ending date.  The information was provided on the first page of your billing statements issued by [redacted].  You were advised that the promotional balance must be paid in full to avoid paying deferred interest charges.  On October 24, 2015, as the balance was not paid in full, finance charges totaling $163.96 were assessed to the account. The Bank is unwilling to make any adjustments for the previously assessed finance charges as the bank has not found any banking errors.  In addition, finance charges are assessed to your account as long as there is a revolving balance on your account. 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 charm that was purchased.  We have been advised that Zales sent you a check for $75.00 for the charm.  The check should arrive in 10 business days. 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. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you. Sincerely,Ashley H[redacted]

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 product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later, Inc. PayPal...

Credit is a payment option made available by many merchants to their customers. Your complaint states you scheduled a payment of $51.00 on November 2, 2015; however, when you logged into your account on November 9, 2015, your payment had not posted. You state you contacted PayPal Credit and you were told that your payment had been rejected due to a glitch. You state the representative advised a correction would be made and a $35.00 late fee would be waived; however, you had to contact PayPal Credit again because the late fee was not waived and your account was still past due. You state you had to demand for the late fee to be removed and your request for your account to be placed in normal status was denied. You are requesting that PayPal Credit adjust your bill to reflect your $51.00 payment, and for PayPal Credit’s assurance that the original $51.00 was not deducted from your balance. PayPal Credit’s records indicate the $51.00 payment you scheduled from your PayPal balance on November 2, 2015, was rejected as the result of a system error. PayPal Credit apologizes for any inconvenience this may have caused. Please note the funds were not deducted from your PayPal Balance and the error is currently being researched to prevent future payment issues. You made two phone calls to PayPal Credit on November 11, 2015. You were initially told the $35 late fee would be removed from your account. Unfortunately, the representative you first spoke with did not waive the $35.00 late fee. We apologize for this inconvenience, and have forwarded the call to leadership for review. During the second call made to PayPal Credit, the associate did waive the $35.00 late fee and applied the credit to your account. PayPal Credit is unable to schedule a payment from your PayPal balance on your behalf. Although PayPal Credit is a subsidiary of PayPal, the systems used to retain consumer information are stored separately. As of November 17, 2015, your account balance is $1,422.87. Please note, due to the system error, we have cleared the late status from your account and removed your minimum payment requirement due by December 5, 2015; you have no minimum payment due at this time. Your next minimum payment will be due by January 5, 2016. We hope this letter explains and resolves this matter. Sincerely, Patricia L[redacted]

Dear Cynthia [redacted]:Comenity Capital Bank (Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank issues the My BJ’s Perks World Mastercard creditcard. We are here to answer your questions and assist with your concerns.We understand from your...

correspondence that your personal information and credit card werestolen, and charges were placed on your account that you did not authorize. You further state youhave been trying to resolve the matter for several months. You are requesting the unauthorizedcharges, totaling $292.92, removed from your account. We apologize for any inconvenience thismatter may have caused you.Please be assured that your fraud claim was previously investigated by our Account Protectionteam under fraud case number [redacted]. The investigation was completed on March 10,2017. Please find enclosed a copy of our response sent to you on March 11, 2017.If you have additional questions or concerns regarding your fraud case or the outcome of theinvestigation, please contact your investigator Kim S[redacted], or any representative on our AccountProtection team, at ###-###-####. They will be glad to assist you.I hope you have found this information to be helpful. Please feel free to contact our AccountProtection team at the number provided above if you need further assistance.Sincerely,Rosa M[redacted]

I am disappointed with their review of my account seeing the amount of complaints on the internet addressing the same concerns.  Maybe I will take it up with attorney general. 
Regards,[redacted]

My complaint has been resolved. I tried very hard to solve this complaint with Comenity Capital Bank but they wouldn't listen to me.Thank you so much for your help.I do appreciate it. I will never do business with this company again.Sincerely,[redacted]

Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the Ultamate Rewards World Mastercard®credit card. We are here to answer your questions and assist with your concerns.We understand from your correspondence that you...

applied for a credit card to receive 20% offyour purchase. You state that you did not receive your billing statement and were not aware ofthe due date. When you received your credit card you set up an automatic payment with yourdebit card. You state that when the statement arrived, the account was past due and a late feehad been added to your account. You explain that when you contacted the Bank for a goodwilladjustment your request was declined due to the account being closed. Furthermore, you feel itis deceptive that you were not alerted your online payment was not processed. You would like agoodwill adjustment to be honored.Bank records indicate that the late fee and finance charge were credited to your account onFebruary 7, 2018, and a letter was sent advising you of the credits. Please be advised that theletter contains an error. The letter advises that as of February 7, 2018, your balance is -$27.69.We apologize for this misinformation. The letter was intended to advise that credits totaling $27.69were applied to the account. Please be assured that the remaining balance has been credited,and the account balance is zero.We apologize that you were not alerted that your online payment was not processed. We arecontinuing to research why you were not notified, so this does not happen in the future. Weappreciate you taking the time to notify us of this matter.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

Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues Blair credit card accounts. We are here to answer your questions and assist with your concerns.Your correspondence states that you paid your account in full; however, you...

received a statement showing that your account was assessed late fees. You are requesting that the fees be removed and your balance be brought to zero. We understand your concerns and apologize for any confusion or frustration this matter may have caused you.Bank records indicate that on September 26, 2017, you made a payment for $28.44 by phone using our automated system. Please be advised that on September 29, 2017, the payment was returned because the bank account information provided could not be located. Therefore, the amount of $28.44 was added back on to your account. Furthermore, as no additional payment was received by the due date of October 3, 2017, a late fee of $18.22 was assessed to the account.On October 8, 2017, a statement was issued to you showing a balance of $46.66, with a minimum payment of $27.00 due by November 3, 2017. As a result of a payment not being received, a late fee was assessed to your account.On November 7, 2017, a statement was issue to you showing a balance of $75.66, with a minimum payment of $32.00 due by December 3, 2017. The Bank has not received a payment; therefore, a late fee will be assessed to your account.Comenity Capital Bank has not found any errors and find the balance is valid.To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you.Online: Online payments submitted through the Bank’s online Account Center before 8:00 p.m. Eastern Time (ET) will be credited to your account on the same day, unless you select a date in the future. Online payments submitted after 8:00 p.m. ET will be credited the following day (or ona future scheduled payment date).Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing up to 10 days for the payment to arrive. If you’re a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible. Please review the payments section on the back of yourstatement for additional information.Phone: If you need to make a same-day payment, you may call us at the phone number on theback of your billing statement before 8:00 p.m. ET to speak to a customer care representative. Afee may apply to same-day, expedited payments made with the representative.The above information and more can be found by visiting:http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenterI 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,Jenny V[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Capital Bank issues the Boscov’s credit card. We are here to answer your questions and assistwith your concerns.We understand that you have contacted the Bank each month since October 2016 requesting to changeyour due date on the above-referenced account. You state that we have ignored your request and continueto charge you fees, which you will not pay.After reviewing your account we do see that you have requested to have your due date changed. At thetime of request, your account was past due. In order for the Bank to assist you with changing your due date,the account must be current at the time of request. When your request was made the account was to bebrought current, then the changes were to be made. The account was not brought current when agreedupon, so the changes did not occur.If you pay the minimum due from your May 2017 billing statement on or before June 2, 2017, the accountwill become current. At this time you will be able to contact Customer Care at ###-###-####, and requestto have your due date changed. Please be advised that the request to change the due date would need tobe made after June 7, 2017, as this is when your account will bill current as long as the payment is madeto satisfy the minimum amount due.We apologize about any inconvenience, confusion, or frustration this may have caused.Please keep in mind that when payments are not received, are received after the due date, or are made forless than the minimum required, the account will be assessed a late fee, as explained in the Credit CardAgreement (CCA). Furthermore, if the balance is not paid in full by the due date, the account will beassessed finance charges as explained in the CCA.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.