Comenity Capital Bank

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

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?

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.

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

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

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]

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 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

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

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]

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 ###-###-####.

Dear [redacted]Comenity Capital Bank has received your correspondence regarding the above-referencedaccount. Comenity Capital Bank issues the Blair credit card. We are here to answer yourquestions and assist with your concerns.We understand from your correspondence that you are concerned with the...

late fees that wereassessed to your account. You state you returned all of the items you purchased due to poorquality, and your account balance should be zero. We sincerely apologize for any inconvenienceor frustration this matter may have caused you.Please understand that Comenity Capital Bank and Blair are two separate entities. ComenityCapital Bank is responsible for addressing questions related to Blair credit card accounts, whileBlair is responsible for handling matters related to sales, merchandise processing, returns,shipping, and merchandise quality.Additionally, please keep in mind, when ordering merchandise by mail, your credit card accountis charged for the cost of the merchandise, as well as shipping and handling. When themerchandise is returned, your account is credited for the cost of the merchandise only; shippingand handling is not refunded. Additionally, if you use the provided Smart Label for the return, youraccount is billed $9.99 for the cost of the return shipping.We have reviewed our records and we are happy to share our findings. On November 17, 2016,Blair charged your account for a mail order consisting of the following items: Slippers for $24.99,Dress Belt for $8.74, Protection Plus for $2.95, tax $2.99, and shipping and handling charges for$8.99.On December 10, 2016, a billing statement was issued reflecting a balance of $48.66, and aminimum payment of $27.00 due by January 5, 2017. As no payment was received, a late feeand finance charge was assessed to the account, pursuant to the terms and conditions of theCredit Card Agreement.On December 15, 2016, a credit of $26.10 posted to the above-referenced account, along with acharge of $9.99 for the Smart Label fee.In the interest of customer service, Blair has issued credited totaling $18.98 to remove the Smart Label fees, and shipping and handling charges. The Bank has issued additional credits totaling $60.14 to remove the late fees and finance charges. Please be assured, your account balance, as of today’s date, is zero.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, Shelley A[redacted]

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

made available by many merchants to theircustomers.You complaint states after viewing your most recent statement online, you made apayment in the amount of $96.00 on August 8, 2015. You state you expected thispayment would be applied to the minimum payment requirement due on September 5,2015; however, PayPal Credit applied the payment incorrectly and your account stillreflects a minimum payment requirement is due. You are requesting PayPal Creditapply your payment to the correct billing cycle.PayPal Credit received a payment in the amount of $85.00 on July 15, 2015. Thispayment was applied to the minimum payment requirement due on August 5, 2015, asshown on your August 8, 2015 statement. PayPal Credit received another payment inthe amount of $96.00 on August 8, 2015. Please note that PayPal Credit postsconforming payments to the account on the date received. Because your accountbilling cycle ended on August 8, 2015, and the new billing cycle did not begin untilAugust 9, 2015, the payment received on August 8, 2015, was applied to your accountin the billing cycle ending on August 8, 2015.On August 10,201 5 and again on August 11, 201 5, you emailed PayPal Credit severaltimes requesting the payment made on August 8,2015, be applied to your accountduring the billing cycle beginning on August 9, 2015. A representative responded toyour emails, advising you payments made on or before your billing cycle closes applytowards the closing cycle. The representative also explained your payment posted toyour account correctly.PayPal Credit understands you intended for your payment to satisfy your minimumpayment requirement for September 5, 2015. As a one-time courtesy, PayPal Credithas updated your account, and the $96 payment has now been applied toward theminimum payment requirement due on September 5, 2015. In the future, please keepin mind that payments made on or before your billing cycle closes will apply toward theclosing cycle.As of August 19, 2015, your account is open and reflects a balance of $2,863.65. Theminimum payment requirement for this billing cycle has been met and no payment isdue at this time. Please see your next statement for the billing cycle closing onSeptember 8, 201 5 for your next minimum payment requirement.We hope this letter explains and resolves this matter.Sincerely,Patricia L[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Due to all the stress regarding this Dispute. I will  pay the amount.After I am done with the payment due to Comenity Bank,  I would like this taken off my credit report.I appreciate all the help and Thank the  Revdex.com for resolving this issue in  best way  we could.Thank you[redacted]

We received your complaint, addressed to the Revdex.com, sent on behalf of your grandmother [redacted], regarding her Haband account.  Comenity Capital Bank issues Haband 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 that your grandmother passed away on April 13, 2016.  You returned an unopened package to Haband, and a charge was added for the return shipping.  You called in May 2016 to let Haband know that your grandmother had passed away, and to inquire about the credit card balance so that you could pay it.  You were told the account would be marked as deceased but that you could be given no additional information regarding your grandmother’s account.  You were unable to locate a bill; however, a bill finally came in the end of June 2016, which included a late fee.  You paid the original charge, less the return, plus the return fee.  Lastly, you state the late fees and interest are now over $55.00 for a bill which was paid for shipping charges.  You are requesting for the balance to be credited and for the account to be closed.  We sincerely apologize for any frustration or inconvenience this matter may have caused you.   Please accept my condolences on the loss of your grandmother.  We understand that this must be a difficult time for you and your family.        I understand that you are dissatisfied with the service received when contacting the Bank to advise that your grandmother had passed away and to inquire about the balance.  Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns.    Please understand that Comenity Capital Bank and Haband are two separate entities.  The Bank issues and is responsible for addressing questions related to the credit card account.  Haband is responsible for handling matters related to sales, merchandise processing, returns and shipping.   I attempted to contact you by phone on September 8, 2016, to discuss your concerns; however, my attempt was unsuccessful.    Please be assured, as of July 13, 2016, the above-referenced account has been closed by the Bank, and notated accordingly.            No further communication or billing statements regarding the above-reference account should be received.   We hope you find this information helpful.  If you have any further questions, please contact me at (800) 675-5685, ext. [redacted] (TDD/TTY (888) 819-1918).  I will be happy to assist you.   Sincerely,   Laura R[redacted] Consumer Relations Specialist   CC:      Revdex.com

Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions andassist with your concerns.We understand from your complaint that you have not...

received a billing statement, and you state you havebeen harassed via telephone requesting a payment. You state you were advised to view your billinginformation via our website. Your account has been assessed late fees and has been reported negativelyto the credit bureaus. You advise once a paper bill is received, you will send payment. Furthermore, youare requesting to have any negative information removed from your credit bureau report and have all thelate fees removed. Also, you are requesting to have the phone calls stopped.Your account was registered through our online Account Center on November 7, 2016, which providesaccount holders the ability to view statements and make payments online. Additionally, you enrolled inpaperless 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.The last SRE was sent on May 11, 2017, and we do not have record of emails being returned asundeliverable from the email address you provided. Please be advised that paperless statements werecancelled on April 20, 2017. You will still receive a SRE regarding your account billing and can view youraccount details on Account Center. However, paper statements will now be mailed to you.Bank records indicate your payment due date is the 3rd of every month. The Victoria’s Secret account is aregular revolving account; which means that if there is a balance, a minimum payment is required eachbilling period. 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 inthe Credit Card Agreement.We understand your concern regarding your credit report. We have verified we are reporting the accountcorrectly to the credit reporting agencies as we are required by law.You should no longer be receiving phone calls regarding this matter as we have marked the telephonenumber ending in [redacted] with “Do Not Call” instructions.Please be advised that as of the date of this letter your outstanding balance is $218.23, with a minimumpayment of $42.00 due by June 3, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Rosa M[redacted]

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

that you ordered a product, received the order and then several weeks later you received another one. You called HSN and were informed to send the product back. You did not hear anything back about the return, so you called HSN to confirm the return had been received. You were advised that on May 11, 2017, the $32.00 for the return would be credited. You received your bill with a late fee of $27.00 and a credit of $32.00. You called the Bank and requested the late fee be removed. However, you were informed to pay the late fee, as a late fee credit was provided in October 2016. You request the $27.00 late fee be removed. I am happy to share my findings.   Please note that HSN and Comenity Capital Bank are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. HSN is responsible for handling matters related to sales, merchandise processing, returns and shipping.   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.   Bank records indicate a charge in the amount of $31.57 for SCA 5 ESSEN W/PLANTS posted to the account on March 27, 2017. A billing statement was issued April 14, 2017, with a balance of $32.19 and a minimum payment of $27.00 due by May 10, 2017. Due to no payment being received by the due date, a late fee was assessed.   A credit in the amount of $31.57 for the SCA 5 ESSEN W/PLANTS posted to the account on May 11, 2017.   On May 23, 2017, when you spoke with the Bank, the account was not eligible for a late fee credit, as there was a late fee credit given October 19, 2016.   However, although the Bank finds no error, in the interest of customer service, we have credited the late fee of $27.00.     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

[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]

Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the DentalFirst Financing credit account. Weare here to answer your questions and assist with your concerns.We previously received and responded to your correspondence...

regarding this same matter.Please find enclosed a copy of our response dated November 16, 2017.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,Alyson F[redacted]Compliance Dept. – Consumer Responsescc: Revdex.comEnclosure