Comenity Capital Bank

Dear [redacted]We received your complaint regarding the above-referenced account. Comenity Capital Bankissues DentalFirst Financing credit accounts, and we are here to help with account-relatedquestions. Your complaint, addressed to the Revdex.com, was forwarded to myattention, and I...

appreciate the opportunity to respond to your concerns.Your complaint states that [redacted] issued a refund to your DentalFirst Financing account;however, you have not received that refund. You are requesting a refund be sent to you. Iunderstand your concerns and I apologize for any inconvenience or frustration this matter mayhave caused you.Because you are a valued customer, our goal is to provide you with the best possible customerservice experience. I have tried to contact you by telephone to provide assistance regardingyour account. Unfortunately, my attempts have been unsuccessful.After reviewing your account, our records indicate that a refund check in the amount of $823.58was issued to you on August 8, 2014; however, this check was not cashed. In addition, onDecember 8, 2015, another refund check in the amount of $2,094.00 was issued to you. Thisrefund has not been cashed as well.Please be advised that I have reissued a new refund check for $823.58. You should receivethis within 21 days. Furthermore, the refund check in the amount of $2,094.00 is still valid. Ifyou have not received this refund check and need to have a new one reissued to you, pleasecontact me at the phone number below.We hope this information is helpful. Should you have any additional questions or concerns,please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would behappy to assist you.Sincerely,

I am a victim of fraud this is ridiculous. I'll see them in coier I guess.Torry Bachman

Comenity 's issue is that they are separate from HSN for whom they provide financial support to, in the way of extending credit.  HSN 's own records show that their items where returned.  Comenity  and HSN wants to claim 3 tablets's when in fact their own records show one tablet.  They divide the tablet into 3 parts the touch screen, the keyboard, and then the case.  All was returned.  there was only one tablet.  Then they add protection plans without your permission.  It's all a scam and Comenity Capital Bank...same Bank is just as much as a fraud.  HSN's own letter stated I overpaid for items they told the Capital Bank they didn't get.  Plus they charged late fees!  I even had Fed-ex research all items.  Between this time period I paid to keep my credit record good under the promise from HSN and the Bank that any extra money would be returned, instead they insist that I still owe them 59.00 plus in late fees!  Like I said they are both a scam and despite what they  say here and how you have decided to take their word over the receipts that show the items returned with in the same month they sent them makes confidence in your ability to judge fairly as much in question as theirs.  On Facebook, where they listen fairly to both sides I intend to warn others of their scam.  And will as Legal Aid suggested take it to Consumer Court.
Regards,[redacted]

I am forwarding this email (now the second email) from Forever 21. I no longer have an account with them, closed it on June 6th. I do though have a $29 late charge - which I am disputing. Forever 21's website was inaccessible - the reason for my late payment. They have lost me as an on-line, and in store customer. Apparently they don't want to acknowledge that their website wasn't accessible. As far as I am concerned - my relationship with Forever 21 has come to an end. I hope it was worth the $29. Thank you,Susanna Ungaro LMT, NCTMB917-560-7011theartofhealingnyc.com

Dear [redacted]We have received the complaint regarding the above-referenced account. Comenity Capital Bank issuesLending Club Patient Solutions credit accounts, and we are here to help with your account-related questions.Your complaint, addressed to the Revdex.com, was forwarded to...

my attention, and I appreciate theopportunity to respond to your concerns.In reviewing the complaint, the Bank understands that you visited the dental office on December 7, 2015, tohave a tooth extracted and a crown put in. You further state that you were advised that the stainless steelcrown would not last long and were advised that you needed a porcelain crown, which was not covered by yourhealth insurance. You expressed that the cost for the porcelain crown was too much for you; however, thedental office offered you a payment option through the Lending Club Patient Solutions account. You advisedthat you were not interested in an account; however, you signed a form to authorize the dental office to check ifyou qualified for the account. Furthermore, you state that you did not realize an account was opened until youreceived a billing statement. You further state that you did not receive any of the services you have beencharged for and are requesting a full refund. We apologize for any frustration or inconvenience this situationmay have caused you.Our records indicate that the Lending Club Patient Solutions account was opened on December 7, 2015, in thename of [redacted] On December 8, 2015, a purchase of $1,000.00 posted to your account. Thispurchase was placed on a 12-month waived interest, equal payment required, plan set to expire December 8,2016. Purchases on this plan will accrue interest, but the interest will not be added to the account if thepurchase is paid in full before the end of the promotional period. The customer is required to make equalmonthly payments during the promotional period. For example, if the customer’s purchase is $1,200.00 andthe plan lasts for 12 months, the customer is required to make an equal payment of $100.00 each month.Please be advised that Comenity Capital Bank and [redacted]’s dental office are separate entities.The Bank is responsible for addressing questions related to the Lending Club Patient Solutions account, while[redacted]’s dental office is responsible for addressing concerns regarding treatments, charges, andrefundsThe Bank has reached out to the dental office and have been advised that no refund is due as all services wererendered. I have enclosed a copy of the agreement for your review.Comenity Capital Bank has not found any errors and find the balance to be valid.As of the date of this letter, the balance on your account is $827.00We hope the information provided is helpful. Should you have any additional questions or concerns regardingthis letter, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happyto assist you.Sincerely,Jenny W[redacted]

Dear [redacted]   Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.   Comenity Capital Bank issues the Zales credit card.  We are here to answer your questions and assist with your concerns.   You state that you...

returned a ring, which was flawed, for a full refund.  Although you have received the refund to clear your account, you continue to receive statements reflecting a balance.  When you went into the store they said that they could not handle bills in the store.  You further state that this matter has been going on since September 2016, the interest is increasing, and you are worried that your credit has been affected.  We sincerely apologize for any frustration or inconvenience this matter may have caused you.                 Please note that Comenity Capital Bank, and Zales are separate entities.  The Bank issues and is responsible for addressing questions related to Zales credit card accounts.  Zales is responsible for handling matters related to sales, merchandise processing, returns and shipping.    We have reviewed your account and we are happy to share our findings.  Our records indicate a purchase of $624.91 posted to the account on July 18, 2016.  On July 22, 2016, a credit of $623.46 posted to the account, and then on July 23, 2016 a purchase of $623.46 posted to the account.  On August 1, 2016, a billing statement was issued reflecting a balance of $624.91, and a minimum payment of $25.00, due by August 27, 2016.  As no payment was received by the due date, a late fee and finance charge were assessed to the account, pursuant to the terms and conditions of the Credit Card Agreement.   On August 7, 2016, a credit of $623.46 posted to the account.    In the interest of customer service, the Bank has issued credits totaling $168.53 to remove the late fees, finance charges and remaining account balance.  These credits posted to the account on January 23, 2017, and resulted in a zero balance.      Please be assured, notification was sent to the credit reporting-agencies to remove the negative payment information regarding the Zales account.  This update should appear on your credit file within the next 45 calendar days.            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,   Laura R[redacted]

Comenity Capital Bank has received your correspondence regarding the above-referencedaccount. Comenity Capital Bank issues the Smile Generation Financial credit card accounts. Weare here to answer your questions and assist with your concerns.We previously received and responded to correspondence submitted to the Better BusinessBureau regarding this same matter. Please find enclosed, a copy of our response sent to you onJune 22, 2017.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]Compliance Dept. – Consumer Responsescc: Revdex.comEnclosureComenity Capital BankPO Box [redacted]

Dear Ms. [redacted]We meived yaur additional complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Capital Bank issues My BJ's Perks World for Businesscredit cards, and we are here to assist you with all account-related questions. I appreciate...

theopportunity ta respond to your concerns.We undersland from your complaint that you have a total of $220.00 in awards that are natbeing offered to you when you ga to check out at EJs, and that you believe the awards aregoing la another person within the company.Per our phone comrersafion on December 9, 2015, we have corrected the issue and yourawards jn the amount of $220.00 are now properly linked to yaur membership number as ofDecember 8,201 5. We apologize for any frustration this matter caused.Should you have any furlher questions please contact me st [redacted] ext. [redacted](TDD/TTY ###-###-####). I will be happy to assist. you.Sincerely,Kristina W[redacted]

Please accept my sincere apology for my delay in responding to the above; the reason being I've been incapacitated due to a serious case of bronchial-pneumonia.Thank you for your immediate response and involvement in my case, which resulting in my receiving a letter of apology from HSN - Comenity Capital Bank, along with a reimbursement check for $21.26. I consider this to be fair and reasonable and wish to state in writing that I am completely satisfied with the resolution of this matter and I comply with your office that it be closed.However, I request that you please upgrade your closed files to show receipt of this belated letter expressing my appreciation for Revdex.com's concern and efficiency regarding my complaint with HSN-Home Shopping Network. It is most reassuring to me, the consumer, to know the Revdex.com is there for me in the interest of principle and fair-play, whether it be a small or large complaint. My hope is that mine will serve as a positive reminder for better business practices.Sincerely,[redacted]

Thank you for your help, I would be happy with sending the coat back and receiving a credit. I don't see myself purchasing anything from them again.Once again thank you

I dont think it's fair that I paid comenity capital bank in full and now they are saying they have nothing to do with it beacause my account is paid in full how would I know that american laser would go out off busniess I made my payments in good faith so I can get my treatments done now no one has anything to do with it and i'm the one that has to pay for it. I know same of my family members and friends got their refund back and now they are continuing their treatments even their accounts were paid in full same as my sotuation  so I dont understand why I can't get mine im sorry but I din't agree with it .

February 3, 2017
 
 
[redacted]
 
 
 
 
RE:      [redacted]
Revdex.com
Complaint ID# 11951272
 
Dear...

[redacted]:
 


Comenity Capital Bank (Bank) has received your correspondence
regarding the above-referenced account. 


Comenity Capital Bank issues the [redacted] credit card.  We are here
to answer your questions and assist with your concerns.
 
We understand from your
complaint that you ordered shirts from [redacted], and once you received them, you
returned them as they were not your desired color.  You called and informed [redacted] why you were
returning the shirts and provided them with the [redacted] tracking information.  You were advised that the account would be
credited.  You state they offered free
shipping and handling; therefore, once the credit was received, the account
balance should be zero.  However, there is
an outstanding balance of $113.72 for two late fees, the shipping and handling,
and an additional charge.  You are
requesting a full credit for the balance. 
I am happy to share my findings.
 
Please note that [redacted] and Comenity Capital
Bank are two separate entities.  The Bank
issues and is responsible for addressing questions related to your credit card
account.  [redacted] is responsible for
handling matters related to sales, merchandise processing, returns and
shipping.
 
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, as explained in the
Credit Card Agreement.
 
Per [redacted]’s policy, the account was credited
back for the merchandise and applicable sales tax; however, the shipping and
handling and return label fee is not credited. 
Additionally, there was a charge of $1.99 for the [redacted] VIP Plus
program, which is offered directly by [redacted] 
and offers perks and discounts. 
The program has an introductory fee of $1.99 and was cancelled on
December 3, 2016.  As no payment was made for the December 6, 2016,
and the January 6, 2017, due dates, applicable late fees and finance charges
were assessed to the balance.
 
In the interest of
customer service, we have credited the balance of $113.72 and submitted
notification to the credit bureaus to delete the 30 day late reported for
January 2017.  Please allow the credit
bureaus 45 days to update their records.
 
I hope you
have found this information to be helpful. If you have any questions or
concerns, please feel free to contact me at (800) 820-8932.
                                        ...⇄
Sincerely,
 
 
[redacted]
 
cc: Revdex.com

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 the complaint that you make your payments on time. When you received your March 2016 statement you noticed you were charged a late fee and when you asked to have it removed they did not credit the fee back. You state because of the poor customer service you have chosen to close your account.After a thorough review of the above-referenced account, records indicate a late fee of $25.00 was assessed to the account on February 17, 2016, after non receipt of payment. Records further indicate that a payment of $115.00 was received February 18, 2016.Although there were no Bank errors, in the interest of customer service, we issued a $25.00 credit for the previously assessed late fee. This credit created a $5.02 credit balance on the account A refund check in the amount of $5.02 has been issued and should be received within the next 14 days via separate mailing.The Bank has reviewed the issues in your complaint, as well as the applicable phone conversation. We apologize if you felt that you did not receive the best customer service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Capital Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.We value you as a customer, and hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Ashley R[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.   After a review of your account, Bank records indicate that the MyPoints Rewards Visa® was opened on May 13, 2013, in the name of [redacted].  We have no record of the account having a zero balance at any time.  I have enclosed billing statements for the account since the date of opening to show the accounting of the account.   As of the date of this letter, your current balance is $1,168.42.  We have found no bank errors, and at this time we find the  balance to be valid and accurate.   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]

I am still expected to pay cumulative late charges each month in addition to a cumulative $5 charge each month until the account is paid off in November for a $5 charge that I was not notified was assessed after being told by Comenity that it would be reversed.  So I am being penalized for a $5 charge I was not made aware of and was assessed due to Comenity's error.  Why would this satisfy me?  If I were to accept this decision, I would be paying a $37 late fee and an additional $10 each month until November for something I had no control over.  Does that even seem reasonable?

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

understand from your complaint that the Bank charged the account a late fee, due to your payment being two days late. You state when you requested the fee be removed, the Bank refused as a previously assessed late fee was waived in October. You advise the October late fee was a result of the Bank’s online Account Center being unable to process your payment. You request the $35.00 fee be credited. I am happy to share my findings.   Please be advised, the due date on your account is the 20th of each month. Additionally, 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.   Bank records indicate a billing statement was issued January 25, 2017, with a balance of $294.74 and a minimum payment of $30.00 due by February 20, 2017. Due to no payment being received by the due date, a late fee of $30.00 was assessed.   To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you.   Online: Online payments submitted through the Bank’s online Account Center before 8:00 p.m. Eastern Time (ET) will be credited to your account on the same day, unless you select a date in the future. Online payments submitted after 8:00 p.m. ET will be credited the following day (or on a future scheduled payment date).   Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We recommend allowing a week for the payment to arrive. If you’re a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible.   Phone: If you need to make a same-day payment, you may call us at the phone number on the back of your billing statement before 8:00 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative.   The above information and more can be found by visiting: http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenter   The Bank received your Secure Message requesting the $30.00 late fee be removed. You were informed that on October 31, 2016, the account was credited $27.00 for a previously assessed late fee. At this time, the account is not eligible for a full late fee credit. In the interest of customer service, we have credited $15.00 towards the late fee. Please be advised we are unwilling to remove any additional fee regarding this matter.   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-notedaccount. Comenity Capital Bank issues the JD Williams credit card account. We are here toanswer your questions and assist with your concerns.We understand from the complaint that you made a purchase for a coat on...

October 7, 2016, andyou would like to return the coat due to it ripping in two places. You also state that you haverequested to have a return label sent to you, so you can return the coat free of charge and thatthey offered you 30% off of your next order. However, you have not received the return label. Youare requesting a return label to return the coat for credit and to have 30% off applied to youraccount balance. We apologize for the inconvenience this matter may have caused you.We opened a dispute in the amount of $49.49 for the coat purchase on October 7, 2016. Pleasebe assured our dispute resolution team is currently working to resolve your dispute. Please alsobe aware, dispute investigations may take up to ninety days to complete. Upon completion of ourinvestigation, we will notify you of our findings by mail. We appreciate your patience while weconduct our investigation.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Ashley H[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com

Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the Overstock Store credit card. We are hereto answer your questions and assist with your concerns.Your correspondence indicates you placed an order for $2,037.42 on a 24...

months, zero-percentinterest promotional plan. You made an initial payment of $237.42, leaving a balance of$1,800.00. You setup an automatic monthly payment cycle with your financial institution thatwould pay $75.00 per month for 24 months. You discovered your purchase was incorrectly placedon a 12 month promotional plan period and finance charges had been applied after reviewing anOctober 2017 email form Overstock.com. You have contacted the Bank multiple times bytelephone and e-mail to resolve this matter. You paid the balance of your original promotionalplan purchase, except for the associated finance charges, and have closed the credit card. Youindicate you are receiving three to four telephone calls per day from collections agents andconsider this to be harassment.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversations and emails and would like to provide you with the following information.On June 3, 2016, you made a purchase of $2,037.42 using the Overstock Store credit card. OnJune 15, 2016, you contacted the Bank by telephone and notified our associate you believed thepromotional plan was setup incorrectly. Our associate informed you the account was placed on arevolving plan rather than a promotional plan and opened a dispute on your behalf to resolve thiserror. As a result of this dispute, the purchase was mistakenly placed on a 12 month, deferred interestpayment promotional plan rather than the 24 month, deferred-interest paymentpromotional plan.Your December 2017 billing statement reflects a balance of $504.66. Please be assured, we havecredited the full balance. The account remains closed with a zero balance. Although you haveclosed your account, we hope you will continue to shop with Overstock. Furthermore, we wantyou to have a positive customer experience with the Bank, and we have updated your phonenumber ending in [redacted] with “Do Not Call” instructions.We note you contacted the Bank several times regarding this issue by telephone and through oursecure message center; however, the matter was not resolved. We apologize for any frustrationor inconvenience this matter may have caused you. We apologize if you felt you did not receivethe best customer service. We never intend to treat our customers in a less-than-satisfactorymanner. We are committed to providing the best customer service and are disappointed when acustomer feels this standard was not met.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,Rachel R[redacted]Compliance Dept. – Consumer Responses

Dear Ms. [redacted] Thank you for your complaint regarding the above-noted credit card account. Comenity Capital Bank issues Ultamate Rewards MasterCard accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate this opportunity to assist...

you. Your complaint states that Comenity Capital Bank suspended your account until you contact use. You state that once you contacted us we asked security questions and you state that you answered all the questions correctly. However, you were asked by our representative to mail in a copy of your social security card, a utility bill and driver’s license. You state that you do not feel comfortable mailing the copy of the documents due to never having encountered a situation like this in the 20 years of having credit cards. Furthermore you state that you are willing to mail in your driver’s license and utility bill; however, you will not send in a copy of your social security card. Bank records indicate that the above-referenced account was opened in July 21, 2016. On August 21, 2016, a letter was sent advising that there were potential security concerns and/or irregular credit card transactions and the account was suspended for purchases, pending the completion of our investigation. Please be advised that Comenity Capital Bank monitors closely our accounts. In order for us to activate your account it is necessary to receive all of the documentation requested. Without the documentation the account will be permanently closed. Please be advised that at Comenity Capital Bank, we value our customer’s privacy and ensure that all documentation mailed to us is handled with the utmost regard for your security. We sincerely apologize for any inconvenience this matter may have caused you, and hope that you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact our Account Protection Team at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you. Sincerely, Rosa M[redacted]

Comenity Capital Bank (Bank) has received your 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.   We understand from your complaint that you attempted to order merchandise from Blair and the order did not go through on the account. You state when you contacted Customer Care they advised they did not know why the order did not go through, and when you asked if the account was okay, they confirmed it was. You want to know why the order did not go through, as you have never been late on a payment and you have available credit. I am happy to share my findings.   Please note that Blair and Comenity Capital Bank are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Blair is responsible for handling matters related to sales, merchandise processing, returns and shipping.   On June 16, 2016, the purchase was declined due to a prohibiting status on the account.   Please understand, we need to update credit bureau information periodically and re-evaluate your account. The account requires a credit pull to determine if the account can be utilized. This would be a hard inquiry on your credit report. If you wish to provide permission to view a credit report, you may contact our Customer Care team directly 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] Compliance Dept. – Consumer Responses