Comenity Capital Bank

you say that the bank don't have any information on what alleged changes to my CR has taken place, yet the change has not allowed me to make any purchases. I get monthly notifications from all three CRAs and there has nothing changed that is different since the last time the bank pulled a credit report. If the account is current, not behind on payments, then the account is in good standing. The bank did not want to pull a CR on me until I asked them to honor their advertised reward for good paying customers. It was when I threatened to file a complaint with the FTC and Revdex.com, that the representative then wanted to pull a CR and told me that no purchases could be made, essentially closing it.
Regards,
[redacted]

Dear [redacted]:
We received the complaint you sent to the Revdex.com regarding the above-noted account. Your correspondence was forwarded to Comenity Bank. Comenity Bank issues the VICTORIA’S SECRET credit card, and we are here to help answer your account-related questions. I appreciate the...

opportunity to assist you with your concerns.
In your complaint to the Revdex.com you state that on July 5, 2016, you scheduled a payment online for $130.00; which was scheduled to be paid on July 11, 2016. You further state that on July 21, 2016, you realized this payment was not deducted from your bank account and you went to your bank to question this. Your banking institution informed you they did not return any payments, nor did they see this payment being processed. You state that your banking information has not changed in 20 years and other vendors/utilities have not had any problems processing payments. Lastly, you feel this was fraud to gain a $25.00 returned check fee from you.
We apologize for the inconvenience this may have caused you and would like to take this opportunity to explain our findings.
The Bank’s records show on July 5, 2016, you logged into the Bank’s online Account Center and scheduled a payment of $130.00 to be processed on July 11, 2016. On July 14, 2016, Comenity Bank received this payment back as “No Account Found, Unable to Locate”; therefore, the funds were debited back to the VICTORIA’S SECRET account. Please keep in mind when payments are returned from your banking institution a fee of $25.00 may be assessed as stated in the Credit Card Agreement.
Please be advised that if a payment is returned due to no account found, your bank would not have record of the transaction on your account, as it was unable to be associated to an account. However, we suggest contacting your branch manager and having them check their logs regarding a “not valid combination”, as that was the reason your bank provided us for the payment being returned. Please keep in mind that when a payment made via Account Center is returned, Comenity Bank will still accept online payments; however, we may require you to verify the routing and checking account numbers before submitting your payment through Account Center.
Please be assured that we have credited the $25.00 returned check fee to your Victoria’s Secret account. This credit will appear on your next billing statement.
I hope you found this information to be helpful. If you have any further questions about this account, please contact me at (800) 675-5685, ext. [redacted] (TDD/TTY (800) 695-1788). I will be happy to assist you.

Sincerely,
 Jack C[redacted] Consumer Relations Specialist
cc: Revdex.com

Dear Ms. [redacted]We received the complaint you sent to the Revdex.com of Central Ohio (Revdex.com)regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank.The PayPal Credit product is issued by Comenity Capital Bank and serviced by Bill MeLater, Inc. PayPal Credit is a...

payment option made available by many merchants to theircustomers.Please note, the address provided in your complaint does not match the address we haveon file. Please log into your PayPal account to update your billing information or call us at###-###-####.Your complaint states a payment you made to your PayPal Credit account was processedin a different time zone, causing your payment to post after your payment due date. Youstate you contacted PayPal Credit to resolve the issue; however, Late Fees continue to beassessed to your account. You indicate you were told by a PayPal Credit supervisor noadditional fees could be waived. You are requesting that PayPal Credit waive the fees onyour account.PayPal Credit's records reflect you contacted PayPal Credit Customer Care on April 14,2015, requesting assistance in adding your bank account to paypal.com. Therepresentative with whom you spoke advised you would need to be transferred PayPal forfurther assistance and transferred the call for you.Please note, although PayPal Credit is a subsidiary of PayPal, the systems used to retainconsumer information are stored separately. Upon receipt of your complaint, PayPal Creditcontacted PayPal for information regarding the payment referenced in your complaint.PayPal advised the PayPal representative with whom you spoke on April 14, 2015,scheduled a $41 .OO payment for you to your PayPal Credit account; however, the associatescheduled your payment for April 15, 2015, rather than April 14, 2015. As a result, yourPayPal Credit account was assessed a Late Fee of $35.00.On May 12, 2015, you contacted PayPal Credit Customer Care regarding the Late Feeassessed your account. You stated you made your payment on April 14, 2015, with anagent. The representative with whom you spoke advised your payment did not processuntil April 15, 2015, because the system processed your payment in a different time zone.Unfortunately, that information was incorrect, and the payment was processed on April 15,2015 for the reason listed in the previous paragraph; however, as a result of this call, therepresentative waived the $35.00 Late Fee from your account. The representative advisedthe Late Fee would be deducted from your balance but would not change the minimumpayment requirement. The representative advised she would submit a request to determineif your minimum payment could be reduced; however, if your minimum payment amount didupdate on your account online, you would remain responsible for the minimum payment dueof $71.00 identified on your April 2015 billing statement.On May 14, 2015, you called PayPal Credit regarding your request to have your minimumpayment reduced. The representative with whom you spoke advised your request was stillpending and to adjust your minimum payment to $41.00. Additionally, a PayPal Creditsupervisor called you on this same date, regarding your request. The supervisor advisedyour minimum payment could not be reduced in time for your minimum payment due datebecause of the processing timeframe; however, the supervisor advised he could waive anadditional Late Fee, once posted. Our records reflect a $35.00 Late Fee assessed to youraccount on May 17, 2015, but was later credited back to your account on May 19, 2015,which was reflected on your June statement.Our records reflect a payment of $41 .OO was received from you on June 14, 2015; however,this payment did not meet your minimum payment requirement of $70.00, as indicated byyour statement for the billing cycle ending May 17, 2015; therefore, your account wasassessed a late fee of $35.00 on June 17,2015.On June 15, 2015, you called PayPal Credit regarding the Late Fee you received on youraccount. The representative advised that two fees were previously waived and that perPayPal Credit policy, no additional fees could be waived. Per your request, you weretransferred to a supervisor. The supervisor advised that another late fee could not bewaived. The supervisor also advised that you would receive an additional Late Feebecause you did not meet your minimum payment requirement by June 14,2015.Please note, PayPal Credit has waived an additional $35.00 Late Fee from your account.This credit will be reflected on July 2015 billing statement. Additionally, PayPal Credit hasreduced your minimum payment requirement for your July 14,2015 payment due date.As of the date of this letter, your account reflects as open with a balance due of $1,644.35.A minimum payment requirement of $49.00 is due by July 14, 2015. Going forward, pleaseensure you meet the minimum payment requirement outlined on your monthly billingstatement by your payment due date to avoid future Late Fees to your account. We sincerely apologize for the frustration and confusion you have experienced, and wehope this letter explains and resolves this matter.Sincerely,[redacted]Compliance Dept. - Consumer Responses

As mentioned with prior correspondance, I never received a letter from this company. If they could kindly submit a copy via e-mail or resend  via postal service with verified delivery I would be more than happy to provide a copy. Unfortunately I cannot provide that which I never received.

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.In the correspondence, you indicate the Bank calls you 21-30 times per day and is...

harassing you12 hours per day. You state the calls are made between 8:00 a.m. and 8:00 p.m.We have reviewed the concerns noted in your correspondence as well as the applicabletelephone records. We have verified that all calls were made between 8:00 a.m. and 9:00 p.m. inyour time zone.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out payment arrangements to minimize any negative creditreporting. Many times a payment is overlooked, and reminder calls or payment discussions arehelpful to bring the account back to a current status. We appreciate your business, and we wantto share with you some options that may be available to you in this type of situation.Options:• We understand customers may experience difficulty making their payments due to economicfactors. You may be eligible for enrollment in our 12-Month Customer Hardship Program or in ourCustomer Long-Term Workout Program. These programs can provide customers with specialterms in order to help bring the account current. If you are interested in obtaining information onwhether you qualify for one of these programs, please call (800) 888-9265.• Also, customers who are experiencing financial difficulties are urged to contact a non-profitConsumer Credit Counseling Service (CCCS) organization for assistance. Their programs canprovide options such as reducing the interest rate and the minimum payment requirement andcould include all of your creditors. We support and participate in the programs provided by theCCCS agencies. Should you wish to obtain information regarding their programs and for amember agency located near you, please contact the National Foundation for Credit Counselingat (800) 388-2227.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,Nicole FCompliance Dept. – Consumer Responses

Comenity Bank (Bank) has received your correspondence regarding the above-referenced creditcard accounts. Comenity Bank issues the Carson's credit card and Wayfair Card. We are here toanswer your questions and assist with your concerns.We understand the concerns as explained in your correspondence....

Your mother in law receiveda call from the Bank; you contacted the Bank and verified you have no accounts with us. You arerequesting the Bank not contact your family members.On behalf of Comenity Bank, please accept our most heartfelt condolences for your loss. Weapologize for the inconvenience and would like to accommodate your request. Unfortunately, yourcorrespondence did not include the telephone number(s) to which the calls are being placed.Therefore, we do not know what number(s) to flag with “Do Not Call” instructions.If you wish to no longer receive reminder calls, please contact Customer Care at ###-###-####,to update your accounts. They will be happy to assist you.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out payment arrangements to minimize any negative creditreporting. Many times a payment is overlooked, and reminder calls or payment discussions arehelpful to bring the account back to a current status. While the Bank sometimes leaves messages,we find it most beneficial to speak directly with customers to discuss payment options. Regardingthe call(s) placed to your mother in law, when the Bank has been unable to reach our customer,we will utilize various resources to obtain contact information where the customer may bereached.Our records indicate the Carson's credit card account was opened September 22, 2016. The lastpurchase of $58.35 was made on October 22, 2016, and the last payment of $48.00 was receivedon February 2, 2017. The account currently has a balance of $291.22 and is one billing periodpast due.The Wayfair Card account was opened September 24, 2016. The last purchase of $258.43 wasmade on January 22, 2017, and the last payment of $53.00 was received on February 2, 2017.The account currently has a balance of $751.14 and is one billing period past due. If an account exceeds six consecutive billing cycles past due, the account will be written off, andreported to the national credit-reporting agencies as an unpaid debt.You are encouraged to contact the Bank’s Payment Solutions team, toll free, at ###-###-####to discuss the payment options that may be available for your accounts.I hope you found this information to be helpful. If you have any questions or concerns, please feelfree to contact me at ###-###-####.

I still have a question, where has all the $100 payments I have sent?  Comenity Bank or HSN neither have applied these payment instaed my bill goes up $100 each month. Where is the money going?

Dear [redacted]Comenity Capital Bank has received an additional correspondence regarding the abovereferencedaccount. Comenity Bank issues the Toyota Rewards Visa credit card. We are here toanswer your questions and assist with your concerns.We previously responded to your correspondence...

submitted to the Bank regarding this matter.Please find enclosed a copy of our response sent to you on March 21, 2017.Please reach out to the merchant directly for instructions on returning the defective product.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]_____________________________________________________________________...⇄ 21, 2017 Dear [redacted] Thank you for contacting Comenity Capital Bank. As the bank that issues your Toyota Rewards Visa Card, we’re here to help with your questions. This letter is being sent in regard to your dispute for the charge of $153.98 dated December 11, 2016, from THERMO SOLES. We received all of the proper information to process your dispute. This information was forwarded to the Visa processing center for further review. Visa has contacted the merchant and they responded that the charge is valid. We have enclosed a copy of the merchant’s response for your records.While we investigated this matter, we issued your account a temporary credit for the disputed amount and, if applicable, any related finance charges. These credits appeared on your billing statement as a “provisional credit” and a “finance charge credit.” You will see both credits removed on your next statement. We also postponed charging any interest on the disputed amount while we were investigating; if applicable, this interest will appear on your next statement as “finance charge recovery.” We value you as a customer and sincerely apologize for any confusion or inconvenience. If you have any further questions about your account, please contact the Customer Care team, toll free, at ###-###-#### (TDD/TTY ###-###-####). Any of our team members will be happy to help you. Sincerely, Global Support RepresentativeCustomer Care Team

Dear Ms. [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 are concerned about the balance of your account. You state you believe you are being overcharged on a flex account because one month you received a statement with a zero balance and the next month you received a statement with a balance of $73.68; however, no purchases were made. You state you called in to question the balance and cancel the account and didn’t get any results. We understand your concerns and apologize for any inconvenience this matter may have caused. We have reviewed the issues in your complaint 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. 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. We have reviewed your HSN credit card account, and have enclosed a table which outlines your statement activity from February 2016 through May 2016, including: purchases, payments, and Bank fees assessed. Although no Bank errors were made, in the interest of customer service, a late fee credit in the amount of $25.00 was applied to your account on May 19, 2016. As of the date of this letter, the remaining balance on your HSN credit card account is $48.58 with a minimum payment of $27.00, due by June 3, 2016. Please be assured on May 19, 2016, the account was closed per customer request. I hope you find this information to be helpful. Although you have closed your account, I hope you continue to shop with HSN. Should you have any further questions regarding the information outlined in this letter, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley R[redacted]

Dear [redacted]:Comenity Capital Bank has received correspondence regarding the above-referenced account. Comenity Capital Bank issues the Blair credit card account. We are here to answer your questions and assist with your concerns.The Bank received your complaint, in which you state you made a...

single purchase with Blair; however, you made two separate returns and were charged two separate return fees. You further state that you have already made a payment of $9.99 for one of the return fees; however, refuse to make a payment for the second return fee. You are requesting that a credit is given for the second fee, for the catalogs to be cancelled, and for your account to be closed. We understand your concerns, and apologize for any frustration this may have caused you. Our records indicate that on April 6, 2017, a purchase of $105.96 posted to your account for a BLW Knit active wear set, BLW pedal pushers, and two BLW tunics. In addition, on April 12, 2017, a purchase of $24.99 posted to your account for a BLW lace trim top. On April 20, 2017, a return credit of $95.97 posted to your account for the BLW Knit active wear set, BLW pedal pushers, and two BLW tunics. In addition, a return credit of $15.00 posted to your account on May 8, 2017, for a BLW lace trim top.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. Furthermore, when returning merchandise with the prepaid return label provided with your merchandise, your account is charged for the use of the label.Although Comenity Capital Bank has not found any errors on your account, we have issued a credit of $9.99 to bring your balance to zero.In addition, as you have requested, we have closed your account.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]

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referencedaccounts. Comenity Capital Bank issues the HSN credit card account. We are here to answer yourquestions and assist with your concerns.We understand from your correspondence that you received a letter from the...

Bank offering to settle youraccount balance at a 40% discount. You state the Bank is unwilling to comply with the offer. You arerequesting the Bank honor the settlement offer. We understand your concerns and apologize for anyfrustration or inconvenience this matter may have caused you.Bank records indicate a letter was sent to you on March 17, 2016, offering to settle your account at a 25%discount. In addition, on May 17, 2016, July 17, 2016, and February 4, 2017, letters were issued to youoffering to settle your account at a 40% discount. The letters advised, in order to accept the offer, youneeded to respond within 30 days. I have enclosed the letters for your review.Please be advised, the Bank did not receive any response from you regarding the settlement offers withinthe allowed timeframe; therefore, the offers are no longer valid.As of March 10, 2017, your account was permanently closed, written off, and reported to the national creditreportingagencies as an unpaid debt. Please contact our Recovery Team at ###-###-#### to set uppayment arrangements.I hope you found this information to be helpful. Should you have any additional questions or concerns aboutthe account, please contact our Recovery Team at the number provided above.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses

This is not acceptable.  The company is not telling the entire truth.  When I received that credit in October it was only because your website was having problems and I was not able to log on and make a payment.  The website did not offer me any other options.  It simply did not work.   They credited the fee to me that first time because they knew it was THEIR mistake.  But it shouldn't count against me because it was THEIR mistake so it shouldn't be counted now!  It's not my fault that the website didn't work before so if they offer a one time courtesy refund THIS should be it. I want the entire amount credited to me, not $15.Regards, [redacted]

Dear [redacted]: Comenity Capital Bank has received your complaint regarding the above-referenced credit card account. Comenity Capital Bank issues the HSN credit card. We are here to answer your questions and assist with your concerns. Your complaint states that you enrolled...

in the Hardship Program; however, you were removed from the Hardship Program because you did not make your required payments on time. You further state that you settled your account in June 2016; however, your credit bureau report is showing that your account is 120 days past due and has been charged off. You are requesting that a good will adjustment be made to your credit bureau report. We apologize for any frustration or inconvenience this matter may have caused you. After a thorough review of your account, Bank records confirm that on September 5, 2015, the above-referenced account was enrolled in the Hardship Program. This Program was designed as a temporary solution to provide our cardholders 12 months of special terms in order to bring and keep their account(s) current. Once the program is successfully completed, the account(s) cannot be re-enrolled for 12-months after the completion date. Furthermore, please be aware that if payments are not received or received late, the customer will be removed from the program, and the account cannot be re-enrolled in the program for 12-months from when the account was removed from the program. Upon further review, our records indicate that on September 10, 2015, the Bank received a payment of $35.00; however, on September 16, 2015 , that payment was returned. In addition, on October 10, 2015, the Bank received a payment of $35.00; however, on October 16, 2015, that payment was also returned. As a result of having two payments returned, your account was removed from the Hardship Program. A letter was sent to you on November 8, 2015, advising you that the account had been removed from the program. The Bank did not receive any other payments there-after and as a result, your account was permanently closed, written-off and reported to the national credit-reporting agencies as an unpaid debt on March 7, 2016. Please be advised that we are only willing to remove or change information that our company incorrectly furnished to the credit-reporting agencies. During our review, we have found the information we reported is an accurate reflection of the payment history for your account. Therefore, this information will not be changed or removed from your credit bureau report; however, you may place a consumer statement on your credit report. This statement will not change your credit rating; however, it will explain why the account fell past due I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Compliance Dept. – Consumer Responses

[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 [redacted], and find the resolution is...

satisfactory to me.
Regards,
[redacted]

Dear [redacted]We received a complaint regarding the above-referenced account. Comenity Capital Bank previously issued American Laser Skincare credit accounts, and we are here to help with account-related questions. The complaint, addressed to the Revdex.com, was forwarded to my...

attention, and I appreciate the opportunity to respond to your concerns.We understand your frustration because American Laser Skincare went out of business and you are not able to pursue obtaining services; however, we are only able to help you with your American Laser Skincare credit card account.We resolved the dispute in accordance with the dispute provisions of the credit card agreement, which are also outlined in the Billing Rights Summary contained in the monthly billing statements. Specifically, we refer you to the following section:What To Do If You Think You Find A Mistake On Your StatementIf you think there is an error on your statement, write to us at: Comenity Capital Bank, PO Box 182620, Columbus, Ohio 43218-2620. In your letter, give us the following information:? Account information: Your name and account number? Dollar amount: The dollar amount of the suspected error? Description of Problem: If you think there is an error on your bill, describe what you believe is wrong and why you believe it is a mistakeYou must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question.While we investigate whether or not there has been an error, the following are true:? We cannot try to collect the amount in question, or report you as delinquent on that amount.? The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.? While you do not have to pay the amount in question, you are responsible for the remainder of the balance.? We can apply any unpaid amount against your credit limit.Your Rights If You Are Dissatisfied With Your Credit Card PurchasesIf you are dissatisfied with the goods or services that you have purchased with your credit card, and you have tried in good faith to correct the problem with the merchant, you may have the right not to pay the remaining amount due on the purchase. To use this right, all of the following must be true:1. The purchase must have been made in your home state or within 100 miles of your current mailing address, and the purchase price must have been more than $50.00. (Note: Neither of these is necessary if your purchase was based on an advertisement we mailed to you, or if we own the company that sold you the goods or services.)2. You must have used your credit card for the purchase. Purchases made with cash advances from an ATM or with a check that accesses your credit card account do not qualify.3. You must not yet have fully paid for the purchase.What this means for you is, if the dispute was submitted more than 60 days after the first billing statement on which the disputed charge appeared and you have not yet fully paid for the purchase, the maximum amount eligible for a credit is the balance on the account at the time of the dispute. When we received your dispute, there was a balance of $1,037.00, which was the amount credited to your account March 9, 2015.We apologize for any inconvenience this matter may have caused you. Should you have any additional questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist

If you look back at my original message I indicated clearly that I have not been contacted for over a year to be told that my balance is overdue and a finance charge has been added. I have not received any statements or emails. Changing the banks from [redacted] to the current lender has slowed things down even more.  The response that I received from the bank now only states that the balance and the finance charges are valid. They may be valid in their opinion but in the settings of what happened and in comparison to every single other bank in the country or even in the world this is not acceptable. You cannot charge a person a full charge of  30% without even sending him a statement or contacting him to see what is wrong with him. What if this person has died. Every other bank in the country contacts me if there is even one over due charge Or a late payment specially if I'm used to paying them continuously. This never happened with this lender and the only reason I knew about it is I just wanted to check my balance .. So I do not accept this response thank you 
Regards, [redacted]

Dear Mr. [redacted]   Thank you for contacting the Revdex.com regarding the above-noted account.  Comenity Capital Bank issues your MyPoints Rewards Visa® account, 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 your concerns regarding the balance and that you feel that your account should be paid off and no balance should be owed.   As stated in our previous letter we have reviewed the balance on your account since it was opened and we have found no time in which the balance was zero.  Additionally, we have found no discrepancies in the balance.   After a review of your additional complaint, you state that you have proof of different information provided to you by Comenity Capital Bank.  Please provide this information and I would be happy to review the documentation for any discrepancies.   We hope you find this information to be helpful.  Should you have any further questions or concerns, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I would be happy to assist you.     Sincerely,   Justina M[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 THE DIAMOND STORE® credit cards, and we are here to help...

with all account-related questions.  Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you did not receive notification that your ZALES THE DIAMOND STORE® Credit Card would be managed by Comenity Capital Bank.  You had your account set up with autopay with the previous lender, and now your account has been reported late due to non-payment.  You also state that when you contacted Comenity Capital Bank you were told that your payment had been sent to the old bank and would be sent over.  You called back again and were advised that you were 60 days late.  You attempted to set up another autopay, and you were advised that this could not be done.  You are requesting the fees be removed from your account, to be given an option to set up autopay, and for your credit report to be updated. We would like to apologize for any inconvenience this matter may have caused you. In the interest of customer service, we have issued an additional credit to your account for $66.27 to remove the latest late fee and finance charges that were assessed to your account.  The original late fee of $24.00 was credited on February 18, 2016.  As of the date of this letter, your account balance is $674.53. Our records indicate that the last payment was received on January 5, 2016.  We have also contacted [redacted] in regards to the last payment received by them and have been advised that no further payments were received after January 5, 2016, and that any payments set up on autopay with [redacted] after January 21, 2016, would have been cancelled. At this time Comenity Capital Bank does not offer autopay for your ZALES THE DIAMOND STORE® Credit Card.  Please be advised, that if the option becomes available in the near future, you will be notified either via your monthly billing statement or Account Center.  For the time being, we suggest you contact your banking institution for autopay options. Please be assured that notification has been sent to the national credit-reporting agencies with instructions to delete the negative payment information reported, regarding the ZALES THE DIAMOND STORE® account.  Please allow the credit-reporting agencies 45 days to update their records. 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]

Comenity Capital Bank has received correspondence regarding the above-referenced account. Comenity Capital Bank issues the My BJ’s Perks MasterCard credit card account. We are here to answer your questions and assist with your concerns.The Bank received your correspondence that you have asked...

numerous times for the BJ’s membership and the account to be cancelled. However, you continue to receive billing statements showing that late fees have been assessed to your account. You are requesting the account closed. We understand your concerns, and apologize for any frustration or inconvenience this may have caused you.A review of your account indicates that on August 4, 2017, we issued credits to the account to bring the account balance to zero. Additionally, please be assured that as of May 12, 2017, your account was closed.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,Jenny W[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com

Dear [redacted]
We received your correspondence, which was forwarded to Comenity Bank from the Revdex.com (Revdex.com), regarding the above-noted account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your...

concerns.
We understand, from your correspondence to the Revdex.com, that you made a payment arrangement with Comenity Bank to split the minimum payment of $120.00 into two payments of $60.00, and that a late fee would not be charged. Later, you stated a late fee was charged. Additionally, you feel you should be able to speak to someone via email, and not forced to speak to someone by telephone. At this time, we would like to explain our findings.
On May 27, 2016, you contacted our Web Mail team in regards to scheduling 2 payments to cover the $120.00 payment due. Our associate advised they had notated the account of your actions; however, further advised that both payments needed to be scheduled by or before the June 11, 2016, due date or the account would be past due. Bank records show that on May 26, 2016, you had scheduled two payment for $60.00. Your first payment was scheduled for June 11, 2016, and the second payment was scheduled for June 24, 2016. Since your second payment was received after the payment due date of June 11, 2016, a late fee was assessed of $37.00.
Please keep 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 (CCA). Enclosed you will find a copy of the CCA for your records.
The Bank finds the late fee of $37.00 to be valid based on the above; however, we have removed the late fee as a courtesy. This adjustment will appear on your next billing statement.
Furthermore, please understand that payment arrangements in the future would need to be managed by our Payment Solutions team. As of the date of this letter, your account is current and your next payment for $60.00 is due August 11, 2016.
I hope you find this information helpful. If you have any further questions about this account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY: ###-###-####). I will be happy to assist you.
Sincerely,
[redacted]