Comenity Capital Bank

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

Dear [redacted]: Thank you for contacting Comenity Capital Bank regarding the above-referenced account.  As the bank that issues your J.Jill credit card account, we are here to help with your questions. Your complaint, addressed to the Revdex.com, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that your payments were not being applied to the above-referenced account.  You are requesting that the Bank provide you with a full accounting of the charges, and payments and update your credit report.  I am happy to share my findings with you. Our records indicate that the concern regarding payments not being applied to your account was previously responded to on December 3, 2015, and December 16, 2015. Additionally, after reviewing the account, our records indicate that the J.Jill account was purchased by Portfolio Recovery, a third party collections agency on December 22, 2015.  Portfolio Recovery may be reached at ###-###-####. We hope you find this information helpful.  If you have any further questions about your account, please contact Portfolio Recovery at the telephone number provided. Sincerely, Renee S[redacted]

Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Haband credit card account. We are here to answer your questions and assist with your concerns.Your complaint states that you bought two items and have paid for them in...

full; however, you continue to receive billing statements showing a balance still owing. You are requesting that the Bank show that your account is paid. We understand your concerns, and apologize for any frustration or inconvenience this may have caused you.Bank records indicate that on August 16, 2016, a purchase of $53.97 posted to your account. On August 21, 2016, a statement was issued to you showing a balance of $53.97 with a minimum payment of $20.00 due by September 16, 2016. The Bank received your payment of $53.97 on September 17, 2016. As a result of the payment being received after the due date, a late fee was assessed to your account.Bank records further indicate that on August 24, 2016, a purchase of $39.98. A statement was issued to you on September 20, 2016, showing a balance of $59.98 with a minimum payment of $20.00 due by October 16, 2016. The Bank received your payment of $39.98 on October 6, 2016. Furthermore, a purchase of $25.98 posted to your account on October 12, 2016 and a new statement was issued to you on October 21, 2016, showing a balance of $47.98 with a minimum payment of $20.00 due by November 16, 2016. The Bank received a payment of $27.98 on November 24, 2016. As a result of the payment being received after the due date, a late fee was assessed to your account.Please be advised that the Bank continued to issue statements to you showing that a balance was still owing on your account; however, no payments were received for the months of January 2017 through April 2017. Therefore, late fees were assessed to your account and your account became four billing periods past due. When an account becomes two or more billing periods past due, it is reported to the national credit-reporting agencies as being delinquent.Bank records further indicate that your account has already received a courtesy late fee credit and is not eligible for an additional late fee credit. Comenity Capital Bank has not found any errors on your account, and we are unwilling to waive any additional fees, as they are valid.Please be advised that we are only willing to remove or change information that our companyincorrectly furnished to the credit-reporting agencies. We have found the information we reportedis an accurate reflection of the payment history for your account. Therefore, this information willnot be changed or removed from your credit bureau report.I hope you found this information to be helpful. If you have any further questions or concerns,please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com

Dear [redacted]   Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.  Comenity Bank issues the NY&C Rewards credit card. We are here to answer your questions and assist with your concerns.   We understand from your additional complaint that you feel you were not given an opportunity to correct the debt with the Bank. You state the account was sold on or about January 2, 2017, and then a letter was issued January 19, 2017, which deprived you of the right to settle the account.   Please be advised the Bank attempted to contact you to communicate the situation and work out repayment arrangements. In response, you requested the calls to cease. The account was sold on January 23, 2017. The letter issued January 19, 2017, was a final attempt to settle this matter; however, it did not prohibit the account from being sold.   To set up suitable payment arrangements, please contact [redacted] at ###-###-####.   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,    Kaija M[redacted]

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Capital Bank issues the Lending Club Patient Solutions credit card. We are here to answer yourquestions and assist with your concerns.We understand from your complaint that you signed up for autopay and were later told that the Bank doesnot offer autopay, this caused your payment to be late and incur a late fee which increased your monthlyminimum payment. You are requesting we adjust your minimum monthly payment to $1,375.00 throughNovember 2017. Furthermore you are disputing the $37.00 late fee, plus the $5.00 additional payment forthe month of March. We apologize for the inconvenience this matter has caused you.Bank records indicate your payment due date is the 19th of every month. Your Lending Club PatientSolutions account is a regular revolving account, which means that if there is a balance, a minimumpayment is required each billing period. A late fee will be assessed if the minimum payment amount is notreceived by the 19th of every month.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.Due to a late fee credit that was issued to the account on February 2, 2017, your account is no longereligible to have an additional late fee credited to the account. The Bank finds this information to be accurate.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Compliance Dept. – Consumer Responsescc: Revdex.com

Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues GEM™ accounts. We are here to answer your questions and assist with your concerns.
We understand from your correspondence you thought the account was paid in full. You...

submitted a change of address to the post office around July or August to forward mail to your new address on [redacted] Road. However, you state you did not receive any billing statements for your account, causing two or three payments to be missed. This affected your credit report and you are requesting to have the fees and the delinquencies removed.
Thank you for taking the time out of your schedule to write us about your concerns. We would like to take this time to explain our findings below.
Our records indicate on November 7, 2016, we updated your address to 3581 [redacted] Road, Millington, Tennessee 38053-8906. Previously, statements were mailed to your address on [redacted] in Memphis, Tennessee and we did not receive any returned mail from the post office.
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. We find the assessed fees to be valid; therefore, we are unwilling to remove them. Enclosed you will find copies of your billing statements, from September 2015 through November 2016, showing the activity that resulted in the account balance and delinquencies that reported to your credit report.
Comenity Capital Bank verified we are reporting the account correctly to the credit-reporting agencies; as such, we are unwilling to remove the delinquencies. We are required by law to report factual information. Generally, delinquent accounts will report for seven years from the date of first delinquency, and accounts in good standing will report for up to ten years from the date of last activity.
We understand that customers may experience circumstances beyond their control, which may cause their accounts to become past due. As an option, you may want to consider submitting a consumer statement to the credit-reporting agencies, explaining the reason(s) why the account became past due. This statement will not change your credit rating; however, it will explain to
potential creditors why the account became past due, and it may contribute to their decision. The credit bureaus may be reached using the following information:

Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####.
Sincerely,
Jack C

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]

I was on a 4 year deferred plan. I have stated this many times over the phone and through email sent through Comenity email system. I less than 3 years into this 4 year plan.

Comenity Capital Bank have not answered the following questions: Since Deferred Payment Plans are reserved for items $299.00 and up, (1) Why was a 12 Month Deferred Payment Plan ([redacted]) attached to my account from Feb 2015 thru October 2015? (2) What deferred item did I purchase in Feb 2015 and beyond? (3) Why were the following payments made to this 12 Month Deferred Payment ([redacted]) Plan from my revolving account?  I recently mailed copies of the questionable statements to the Revdex.com by certified mail, perhaps delivered 4/02/2016.  The payments transferred to this 12 month deferred payment plan read as follows: -  "FEB 2015" =  $351.22  (from my revolving account, which has created this entire problem)   "MAR 2015" = $88.38   "APR 2015" = $16.00   "MAY 2015" = $15.00  "JUNE 2015" = $15.00  "JULY  2015" = $14.00   "AUG 2015" = $13.00    "SEPT 2015" = $12.00    "OCT 2015" = $237.47.  These are questions I have asked several times, and after (14) fourteen months of correspondence with Comenity Capital Bank I have not received the answers.   
Regards, [redacted]

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

regarding the interest charges that have been assessed to your account. You state that Gordon’s Jewelers offered a 24 or 36 month 0% interest promotion on your purchase; however, your account has been assessed interest prior to that timeframe. We apologize for any frustration this matter may have caused you. We previously received and responded to your correspondence submitted regarding this same matter. Please find enclosed a copy of our response sent to you on February 21, 2017. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Rosa M

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]

When I mentioned that I had received my reward certificate that allowed me to use the certificate to get a $10.00 off my new purchase, they told me I did not have a reward, but I have the certificate to prove it, (see attachment).  When I told them I had the certificate to use for the new order, they were rude, and told me that "A credit report had to be pulled to be able to order something, and that they needed my permission to do so.  I told them I did not want a hard enquiry put on my CR cause it would lower my credit score.  I told them that there was no need to pull a credit report since the account had been one for many years and they had never done that before since it had been open.  When I refused to give them permission, they told me no orders could be placed on the account then since I won't give them permission to pull a credit report.  If the account was in god standing, and was current, there was no need to do that.  The representative told me "the account was essentially closed then since nothing could be ordered from it, thus I did not close it, they did cause I wanted to apply the certificate to the order to get $10.00 off, (see certificate).  The representative was rude, arrogant and very unpleasant to deal with and so was her supervisor. I told them since the account had a perfect payment history, why all of a sudden, pull a credit report and lower my credit score?
[redacted]

I understood that adding my husbands dental amount to the ccount LATER, gave me a LATER DUE DAY. Since different amounts appeared on each monthly invoice, I assumed your office wasn't caught up to date, on the final amount and due date.  The late fees are included in the balance, but re somehow separate, which means you can access finance charge on the late fees?  Could it be more confusing?Regards,[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]

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

Dear [redacted]We received the correspondence that you sent to the Revdex.com (Revdex.com)regarding PayPal Credit. The PayPal Credit product is issued by Comenity Capital Bank(Bank) and serviced by Bill Me Later, Inc. PayPal Credit is a payment option madeavailable by many merchants to...

their customers.Your correspondence states you were contacted for the first time within the last yearregarding what you believe to be is a fraudulent PayPal account. You are requestingverification of the debt, the balance be waived due to fraud, and any negative creditreporting be removed.PayPal Credit's records reflect a PayPal Credit account was opened in your name onMarch 13, 2015, through the PayPal website. In order for an application to process withPayPal Credit, your name, date of birth, billing address, phone number, and the last fourdigits of your social security number had to be provided. The account became past duein February 2016, and charged off in August 2016.Upon receipt of your correspondence, the account and the purchases on the accountwere investigated and confirmed fraudulent. Additionally, the account was recalled fromthe outside collections agency. On March 30, 2017, PayPal Credit sent you a letteradvising your fraud claim was approved, which included an Affidavit of Fraud; pleasecomplete and return this Affidavit at your earliest convenience. Please note, you are notresponsible for the fraudulent account or the related charges. PayPal Credit has no recordof you previously contacting or informing them regarding this matter.Further, PayPal Credit sent a request to Equifax to have the credit inquiry removed andsent you a letter on March 31, 2017, advising this request was submitted. Please beadvised, this removal process can take up to ninety (90) days for Equifax to complete.PayPal Credit also noted your personal information in its system to prevent an accountfrom being opened in your name in the future. In regard to your concern about creditreporting, please note that aside from the initial credit inquiry when the account wasopened, PayPal Credit does not report the status of your account to the credit reportingagencies.If you believe you are a victim of identity theft, or there was an attempted identity theftusing your identity, there are some steps we suggest you consider taking if you haven’tdone so already.1. You can go to the Federal Trade Commission website on identity theft atwww.identitytheft.gov. It contains additional information and refers you to resources thatcould be helpful in dealing with your situation.2. Identity theft is a crime. You can file a report with your local police or the police inthe community where the crime took place. We recommend you obtain a copy in order toprotect your rights.3. You have the right to place a fraud alert on your credit reports. A fraud alert tellscreditors to contact you before they open any new accounts or change your existingaccounts. To do this, you can contact any one of the consumer reporting companiesmentioned below. If you contact any one of them, the one you contact is required tocontact the other two to place an alert on their files as well.Experian (TRW) Equifax Options TransUnion Corp.P.O. Box 2002 P.O. Box 740256 P.O. Box 6790Allen, TX 75013 Atlanta, GA 30374 Fullerton, CA 92834###-###-#### ###-###-#### ###-###-####www.experian.com www.equifax.com www.transunion.comShould you require additional information relating to the fraudulent PayPal Credit accountcreated in your name, please submit a written request to the following address, along witha copy of your current government issued photo identification:PayPal Credit[redacted]
[redacted]
[redacted]If you have questions regarding the PayPal account associated with your name, pleasecontact PayPal directly at ###-###-#### for further information.We hope this letter explains and resolves this matter.Sincerely,Jennifer P[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

Thank you for your letter of April 15,2016 with regard to the abovementioned matter. Please be advised that Comenity Capital Bank hasforwarded to me a refund check in the amount of $30.93.I want to take this opportunity to thank you for investigating this matter andresolving this complaint with a positive result.Very truly yours,[redacted]

Dear Mr. [redacted]: We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Woman Within credit card accounts, and we are here to answer all of your account-related questions. Your complaint was forwarded to my attention for...

review, and I appreciate this opportunity to assist you. We understand from your complaint that you received a statement in August of 2014, where you noticed the balance was higher than you expected. Upon further investigation, you noticed the balance was a result of Holsted Jewelry charges totaling $906.00, which were supposed to be sent on a no charge basis. You decided you no longer wanted the products. You returned the jewelry and there was a credit balance of almost $400.00, in January of 2015. After a purchase for shoes was processed and returned, you noticed that the credit balance was no longer on the account. You did not recognize the purchase that was charged in June of 2015, since you did not believe you made any purchases. You are stating that you have spoken to supervisors who have agreed with everything you have stated, but then letters and calls start again. You would like us to review the account thoroughly. You are requesting that the credit of $906.00 be placed back on the account, and the shoes that were charged and late fees be refunded. After a thorough review of your account, Bank records indicate that the situation referenced in your complaint was resolved and responded to on June 30, 2014, August 27, 2015 and January 13, 2016. Please be assured that we have enclosed copies of the resolution letters for your records. Thank you for speaking with me on May 9, 2016. Please find a summary of our conversation below. The $906.00 you are referencing was a result of provisional credits, fee adjustments, and Holsted Jewelry returns that were processed while your account was under dispute. Once the dispute was complete, we determined the Holsted Jewelry charges were invalid, and issued credit for those charges, which provided a credit balance of $14.46. This credit balance was refunded on February 10, 2015 and cashed or deposited on February 18, 2015. After this refund was issued, your account has a zero balance, which will show on your statement that was issued on April 16, 2015, as a previous balance. According to Woman Within’s records, you placed an order on April 2, 2015 in the amount of $46.97 for canvas flat shoes, in stone, and athletic shoes,  in black. Woman Within records further indicate that the athletic shoes, in black, were returned, but the canvas flat shoes, in stone, have not been returned. The canvas black shoes totaled $24.99, which is where your balance was coming from, along with bank fees due to non-payment. After our review of the account, we found no errors regarding the account balance. Please keep in mind, 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 and finance charge, as explained in the Credit Card Agreement. I have enclosed copies of the billing statements which show the account that comprised the account balance. In the interest of customer service, Comenity Bank is no longer holding you responsible for the remaining balance of $204.78. Due to this account being reported as a charge off, Comenity Bank sent a request to the credit bureau to delete the account from your credit report. Please allow up to 45 days for this information to be updated in their records. I understand you may still have concerns regarding the charges and returns that have been processed to the account. If so, please contact Woman Within directly at ###-###-####. I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me ###-###-####, ext [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Amanda R**