Comenity Capital Bank

Dear Ms. [redacted] We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Capital Bank issues Toyota Rewards credit card accounts, and we are here to help with your account-related questions. I appreciate this opportunity to assist you. As indicated in the previous response dated November 8, 2015, the Bank received your application and you were approved for the Toyota Rewards credit card account. We have enclosed a copy of our previous response for your review. Please note, Comenity Capital Bank’s application processing has predefined qualifications which determine whether a customer qualifies for the Toyota Visa or Toyota Rewards credit card; as such this does not guarantee every applicant  the Toyota Visa credit card. The email you received stating approval of the Toyota Visa account was sent in error. Although you did not receive the Toyota Visa credit card, we want to assure you that you will have the opportunity to enjoy the benefits of being a Toyota cardholder. Some of the benefits are 5 reward points per every $1.00 spent in dealerships, unlimited points with no expiration, and redeeming your points for cash back in the form of a statement credit, gift cards, travel or merchandise. The Toyota Rewards Program is provided by Comenity Capital Bank which is solely responsible for the Program operation, including all rewards. Comenity Capital Bank may change the terms of the Program at any time. See www.comenity.net/toyuotarewardscreditcard for Rewards Terms and Conditions. We hope this information is helpful. Should you have any further questions or concerns, please contact me at ###-###-####, extension [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerley, Shelley A[redacted]

Dear [redacted]:   Comenity Bank has received your correspondence regarding the above-referenced accounts.  Comenity Bank issues the EXPRESS, J.Crew, RediCard+® Visa®,  ANN TAYLOR, WILLAMS SONOMA Visa®, SPORTSMAN’S GUIDE™ Visa®, GANDER MTN.® MasterCard®, TOTAL REWARDS®...

Visa®, Coldwater Creek® MasterCard®, Overton’s® MasterCard®, and the VICTORIA’S SECRET credit cards.  We are here to answer your questions and assist with your concerns.   We understand from your complaint that you contacted the Bank regarding the closure of your accounts.  You state the Account Protection representatives were unable to answer your questions regarding the account closures, although you provided the required documents to reopen the accounts.  I am happy to share my findings.   Bank records indicate on October 31, 2016, you were advised via telephone to send in additional documents; front and back copy of a government issued photo ID, front and back copy of signed social security card, and a copy of a current utility bill or bank statement with your name and address on it.  Until the documents were received, utility of the accounts was temporarily suspended.   Please be advised that although the documents were received, we continued to have security concerns and due to this reason, the above-referenced accounts were permanently closed on November 18, 2016.  Letters were mailed to you providing you with this information.  Please be advised you are still required to pay any applicable balances on the accounts, per the Credit Card Agreements.   Please note, the Credit Card Agreement gives us the right to close an account at any time, for any reason.     We apologize for any inconvenience this matter has caused you.  I hope you found this information to be helpful.  If you have any questions or concerns, please feel free to contact me at ###-###-####.                                         ...⇄ Sincerely,   [redacted]

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

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]

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

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 [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]

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,

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]

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 [redacted]:We received your complaint regarding the above-referenced credit card account. Comenity Capital Bankissues My Smile Care credit accounts, and we respond to all account-related inquiries. Your complaintaddressed to the Revdex.com was forwarded to my attention, and I...

appreciate this opportunityto respond to your concerns.We understand that you are experiencing financial difficulty and you are waiting for your income tax tomake payments on your account. You are proposing a settlement of 30%. Furthermore, you arerequesting that the collection calls you are receiving stop. We apologize for any frustration orinconvenience this may have caused you.We have reviewed the My Smile Care account, and Comenity Capital Bank has updated the status of theaccount to ensure that are no longer called on the telephone number ending in 9502, 4500 and 8378.However, you remain responsible for the balance on the above-referenced account. Please keep in mindthat the Bank may contact you by mail or service of court filing.Please be advised that the balance on your account is $2,014.27. In addition, on November 23, 2015,your My Smile Care credit account was permanently closed, and reported to the national credit-reportingagencies as an unpaid debt due to non-payment.We are unwilling to accept your settlement offer as outlined in your complaint dated February 8, 2016.At this time, we ask that you contact our Recovery Department at ###-###-#### to discuss a paymentplan.We hope this information is helpful. Should you have any additional questions or concerns, pleasecontact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assistyou.Sincerely,Jenny W[redacted]

We received the correspondence you sent to the Revdex.com (Revdex.com) regardingPayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. ThePayPal Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill MeLater, Inc. PayPal Credit is a payment option made...

available by many merchants to theircustomers.Your correspondence states you purchased a red dress using your PayPal Creditaccount, but when you received the dress, it was pink. You state the seller would notallow you to return or exchange the item, so you filed a dispute through the PayPalResolution Center. Your dispute claim was denied, so you appealed the decision. Yourappeal was also denied because the dress was deemed wearable even though it waspink. You are requesting a credit for the transaction since you were unable to wear thedress.We reviewed the concerns noted in your correspondence and would like to provide youwith the following information. PayPal Credit’s records reflect on October 6, 2016, apurchase in the amount of $113.49 from [redacted] ([redacted] Boutique) postedto your account. On October 26, 2016, you disputed this transaction, stating you receiveda dress that was not the correct color. PayPal Credit reviewed your dispute, and onNovember 22, 2016, notified you by email your dispute was declined because “[i]f an itemis materially similar to the seller's description, we do not consider it to be significantly notas described.”On November 23, 2016, you filed an appeal to your dispute which was again reviewedand denied. On December 13, 2016, you received an email stating, “based on themerchant’s response and the information we have to date, this case will be found in themerchant's favor for the following reason: Color of dress does not affect value orwearability.” Upon receipt of your correspondence, PayPal Credit reviewed the prior disputes on yourbehalf, and identified the disputes were not properly resolved. As a result, PayPal Creditissued a credit in the amount of $114.88 to your account. This credit will appear on yourstatement dated February 25, 2017. We apologize for any frustration you experiencedrelated to this matter.We hope this letter explains and resolves this matter.Sincerely,

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 .

As I stated before, my bank said the check should have cleared.  I will let my dentist know that Comenity uses devious business practices and they shouldn't recommend them to their customers.  
Regards, [redacted]

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]

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

order for $100.00 on May 8, 2017; however, the Bank has not received your payment. Therefore, your account was assessed with late fees and interest. You further state you were able to confirm the money order has not been cashed yet. You advise when you contacted the Bank to explain the situation, the representative was rude, and refused to listen. You have never been late in the past; therefore, you request the late fees and interest charges be removed. Additionally, you want the money order replaced with a new one since you sent it out and are not at fault for it being lost. I understand your concerns and apologize for any inconvenience or frustration this may have caused you. We have reviewed the concerns in your correspondence 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. Our records indicate that on April 21, 2017, a statement was issued to you showing a balance of $163.99 with a minimum payment of $27.00 due by May 17, 2017. The Bank did not receive a payment by the due date; therefore, a late fee was assessed to your account. Please be advised the Bank is not able to replace your money order. We advise that you contact the customer service phone number provided on your money order receipt. Although the Bank did not find any errors, we have issued a credit of $27.00 to your account for the previously assessed late fee and have removed the associated finance charges. 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, [redacted] 
[redacted] Compliance Dept. – Consumer Responses

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

Dear Ms. [redacted]We received your additional 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 believe you should be receiving a check for $25.00 plus the overpayments that you consistently pay. We understand your concerns and apologize for any frustration this matter may have caused.I attempted to contact you by telephone on April 22, 2016, and April 25, 2016; unfortunately my attempts were unsuccessful.We have reviewed your HSN credit card account, and have enclosed a table which outlines your statement activity from December 2015 through April 2016, including: purchases, payments, and bank fees assessed.Please be assured all payments received were applied in full to your account. Additionally, please be assured the late fee was credited in full for $25.00 on April 1, 2016; and a refund check of $25.02 was issued on April 18, 2016.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 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]

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?