Comenity Capital Bank

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]

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

I am requesting a December statement (less fraudulent purchases) reflecting the correct balance ofactual purchases totaling $1,839.85 per previous letter of 10/30.A December statement is being requested, as I have not had a response to the 10/30 letter, nor receiveda November statement. In fact, I've only received the previously requested statement for June; no othermonthly statements have been received. I do work, and simply do not have the ample time for all this communication.Thank you.Sincerely,[redacted]

December 23, 2016[redacted]
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referenced creditapplication....

Comenity Bank issues [redacted]® credit cards. We are here to answer yourquestions and assist with your concerns.Your correspondence indicates an application was declined for a [redacted]® credit cardaccount, and you did not apply for a card.We understand your concern regarding the use of your personal information. Please be assuredthat no account was opened in connection with this application.If you believe you have been a victim of identity theft, or there was an attempted identity theftusing your identity, there are some steps we suggest you immediately consider taking if you havenot done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditorsto contact you before they open any new accounts or change your existing accounts. Todo this, you can contact any one of the consumer reporting companies mentioned below.If you contact any one of them, the one you contact is required to notify the other two toplace an alert on their files as well.[redacted]2. Identity theft is a crime. You can file a report with your local police or the police departmentin the community where the crime took place. Many police departments have a specialIdentity Theft Report, which is a police report with more than the usual amount of detail.If the detailed Identity Theft Report is available, we recommend you obtain a copy in orderto protect your rights.3. You can go to the Federal Trade Commission website on identity theft:[redacted]. It contains additional information and will refer you to resources thatcould be helpful in dealing with your situation.Since you did not submit this application, notification has been sent to the credit reportingagencies to delete the inquiry associated with this application from your credit reports. This updateshould appear on your credit file within the next 45 calendar days.We apologize for any frustration or inconvenience this matter may have caused. I hope you foundthis information to be helpful. If you have any questions or concerns, please feel free to contactme at [redacted].Sincerely,[redacted]

no where on the email that I provided does it state Toyota Rewards Credit Card. It clearly states that I have been approved for the Toyota Rewards Visa and to expect my Toyota Rewards Visa packet in the mail within 7-10 days. iAnd Comenity Bank should honor this, because as I've advised - no where on the email does it state the Toyota Rewards Credit Card.  Now if Comenity Bank can show me exactly where on that email that it states that I have been approved for the Toyota Rewards Credit Card and not the Toyota Rewards Visa, I will be happy to close the complaint and if they cannot show me, then they need to honor the approval.Regards,[redacted]

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

Revdex.com, that you submitted a Revdex.com complaint to Haband regarding Haband VIP Plus which was cancelled. You state that you received a telephone message advising you to call on an urgent matter, and you thought this urgent message was in regard to the Revdex.com complaint with Haband. You reached out to the caller and found the call was from Comenity Capital Bank advising you that you had a late fee of $14.97 assessed to the account. You are requesting to have the late fee credited, the account closed, and the derogatory information removed from your credit file. Please be assured that credits totaling $16.59 were applied to the account for the late fee and finance charge assessed to the account due to this matter. Additionally, credits of $31.93 were applied to the account for the Haband VIP Plus that was assessed to the account. As of the date of this letter, the account has a credit balance of $1.61. A refund check in this amount will be sent to you in separate mailing. The account was closed on March 6, 2017, per your request. Please be advised that Comenity Capital Bank is not reporting derogatory information to your credit file. 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,                                                 Renee S[redacted]

Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the Haband credit card. We are here to answeryour questions and assist with your concerns.We understand that you placed an order with Haband, that was returned. When...

contacting theBank the representative credited the late fee, and advised that you didn’t owe anything. You laterreceived a statement stating that you owe $2.00. You are requesting to have the $2.00 removed,and the account closed.We have issued credit for the $2.00 minimum charge assessed to the account due to a balancebeing present at the time of billing. This will be reflected on your next billing statement.The account was closed on August 15, 2017, per your request.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,Diamond L[redacted]Compliance Dept. – Consumer Responses

Comenity Capital Bank has received your correspondence regarding the above-referencedaccount. Comenity Capital Bank issues HSN credit card accounts. We are here to answer yourquestions and assist with your concerns.Your complaint states that you have been receiving phone calls regarding your...

account. Youfurther state you placed an order with HSN, returned the item within a week, yet you are stillreceiving late fees on your account. You are requesting the Bank issue credit to your account forthe previously assessed fees. I understand your concerns, and apologize for any confusion orfrustration this may have caused you.Please be advised, when the Bank’s records show that the full minimum payment amount duewas not received by the due date, the Bank will make attempts to contact you regarding the statusof the account. Many times a payment is overlooked by the customer, and a reminder call ishelpful to bring the account back to a current status.Our records indicate that a purchase of $41.61 for a Pocket Jump Starter posted to your accounton June 23, 2016, and a purchase of $17.37 for an HPP Electric 2 Year Replacement posted toyour account on June 27, 2016. A statement was issued to you on July 2, 2016, showing a balanceof $58.98 with a minimum payment of $25.00 due by July 28, 2016.Bank records further indicate that a credit of $17.37 for the HPP Electric 2 Year Replacementposted to your account on July 6, 2016. In addition, a credit of $33.66 for the Pocket Jump Starterposted to your account on July 6, 2016. This left a balance of $7.95 on the account which wasstill due by July 28, 2016.Please keep in mind, when ordering merchandise by mail, your credit card account is charged forthe cost of the merchandise as well as shipping and handling. When the merchandise is returned,your account is credited for the cost of the merchandise only; shipping and handling is notrefunded.Additionally, although you made a return, a minimum payment was still due on your account.Please be advised that return credits do not cancel out the minimum payment due on youraccount.The Bank continued to send you statements showing that your account still had a balance owingand minimum payment due. As a result of not receiving payments, late fees were assessed toyour account.Our records further indicate the Bank issued credits for two late fees that were previouslyassessed to your account. Comenity Capital Bank has not found any errors on your account andwe are unwilling to waive any additional fees, as they are valid.To provide the best customer service possible, we offer multiple ways to make a payment. Choosea payment method that's right for you.Online: Online payments submitted before 8:00 p.m. Eastern Time (ET), can be credited to youraccount the same-day. Online payments submitted after 8:00 p.m. ET will be credited thefollowing day (or on your future scheduled payment date). Please note that it may take up to twobusiness days to complete the financial transfer from your personal bank account to your HSNaccount.Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing a week for the payment to arrive. If you’re a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible. Please review the payments section on the back of yourstatement for additional information.Phone: If you need to make a same-day payment, you may call us at the phone number on theback of your billing statement before 8:00 p.m. ET to speak to a customer care representative. Afee 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.I hope you found this information to be helpful. If you have any further questions or concerns,please feel free to contact me at ###-###-####.

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

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

payment option made available bymany merchants to their customers.Your complaint states you received a letter from PayPal about credit card use. Youhave never used PayPal. You are requesting a telephone number for service and anexplanation of the attempted credit.PayPal Credit's records reflect that a PayPal Credit account was requested in yourname on May 17, 2015, and on May 21, 2015. In order for an application to processwith PayPal Credit and an account to be opened, the individual must have providedyour name, date of birth, and the last four digits of your social security number. Inletters dated May 27, 2015, and May 31, 2015, PayPal Credit notified you of theseattempts via U.S. Mail. As explained in those letters, the attempts failed and an accountwas not set up in your name.Upon receipt of your complaint, PayPal Credit submitted a fraud report and theapplication in question was referred for investigation. After review, Pay Pal Creditdetermined fraudulent activity has been linked to the two applications submitted in yourname. Please note, no credit inquiry was made in connection with the attemptedapplications.PayPal Credit has noted your personal information in our system to prevent a PayPalCredit account from being opened in your name in the future. If you feel that you are avictim of identity theft, or there was attempted identity theft using your identity, pleasebe aware that it was unsuccessful in connection with this transaction. However, thereare some steps that we suggest you immediately consider taking:1. 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.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. Many police departments have a specialIdentity Theft Report, which is police report with more than the usual amount of detail, Ifthe detailed Identity Theft Report is available, we recommend that you obtain a copy inorder to protect your rights.3. You can go to the Federal Trade Commission website on identity theft atwww,ftc,gavlidtheft. It contains additional information and refers you to resources thatcould be helpful in dealing with your situation.Should you require additional information relating to the PayPal Credit accountapplication submitted in your name, you may submit a written request to the followingaddress, along with a copy of your current government issued photo identification:PayPal CreditAttn: Customer Security OperationsPO Box 501 8Timonium, MD 21094We hope this letter explains and resolves this matter.Sincerely,[redacted]Compliance Dept. - Consumer Responses

All I have is 2 sweater vest that were on sale at 5.97 each & then statements they want 272.80 - they keep adding interest & fees & items never ordered by me & charge for items that were returned yrs. ago to them. The bills from them keep going up & I only have 2 sweater vests Christmas ones that were on sale for 5.97 each. I've gotten no where with them. I've reported them to Consumer Protection & Revdex.com's (illegible word). I warned by home bound friends by mail to also no longer buy from those crooks!!! and mail man too.[redacted]

I am rejecting this response because:I do not understand what commenity bank is resolving . There are repeating same info in every letter a scripted response . 
Regards,
[redacted]

Dear [redacted]Comenity Capital Bank (Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank issues the Zales credit card. We are here to answeryour questions and assist with your concerns.Your correspondence indicates your concern about the finance...

charges that were assessed toyour account in connection to the purchase you made on a deferred-interest promotional plan.We have reviewed the concerns noted in your correspondence and we would like to provide youwith the following information.The February 17, 2016, purchase for $1,544.91 was placed on a 12 month deferred interest, 1%payment required plan with an expiration date of February 17, 2017. Under the terms of thispromotional plan, interest on the purchase is deferred until the plan expires. This means thatinterest on this purchase was accruing monthly from the original purchase date but was not beingapplied to your account. In order to keep the accrued finance charges from being applied to youraccount, the entire promotional purchase amount needed to be paid in full by the promotionalplan’s expiration date. This promotional purchase was not paid in full by the expiration datementioned above; therefore, the accrued interest was applied to your account. The details of yourpromotional plan as well as the expiration date were present on each billing statement.While we understand your concern, after our review of your account, we have determined thebalance is accurate and no adjustments are needed. If you have any questions or concerns,please feel free to contact me at ###-###-####.Sincerely,Rosa M[redacted]

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Overstock Store credit card. We are here to answer your questions and assist with your concerns.   You state your check in the amount of $2,417.00 was not...

posted to the correct account. This check was sent by Navy Federal Credit to Comenity Capital Bank. You are requesting to have the $2,417.00 credited to close the account as originally intended.          The Bank also received your correspondence submitted to the Consumer Financial Protection Bureau (CFPB) regarding this same matter. Please find enclosed a copy of our response dated April 10, 2017.   Your account is open and is in good standing. If it is your intention to close the account, you may contact the Bank’s Customer Care team at ###-###-####, (TDD/TTY ###-###-####6).        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] Compliance Dept. – Consumer Responses   cc: Revdex.com   Enclosure

I have sent you receipts and I have returned the ring in June 2016. This is just like the other receipts and packages that you say you never received but I have tracking receipts  that show you received the product and receipts.  I am trying to resolve this so I can get to a zero balance with this credit card and my other ones.  How can we resolve this? 
Regards, [redacted]

Consumer contacted Revdex.com stating received refund of $85.00 and considers issue resolved.

Comenity Capital Bank (Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank issues the Blair credit card. We are here to answeryour questions and assist with your concerns.We understand from your complaint that you are being harassed, you state that you...

returned theitems back to Blair and that the shipping and return were free. Furthermore you state that youreceived a billing statement stating that you still owed $10.00 for the return and $45.00 on thecredit card. You are requesting that the phone calls stop.We have reviewed your account, and we are happy to share our findings.Please note that Blair and Comenity Capital Bank are separate entities. The Bank issued and isresponsible for addressing questions related to Blair credit card accounts. Blair is responsible forhandling matter related to sales, merchandise processing, returns and shipping.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out payment arrangements to minimize any negative creditreporting. Many times a payment is overlooked, and reminder calls or payment discussions arehelpful to bring the account back to a current status.Blair’s VIP Plus program is an optional service offered through Blair. This program offers a specialintroductory price of $1.99 for the first 30 days, and if the customer does not call to cancel themembership within the first 30 days, the membership fee of $14.97 is automatically billed to theaccount each month. Cancellation may be made at any time with no further obligation.Our records indicate that the above-referenced account was charged for one Blair VIP Plusmembership fee at $14.97 and one introductory charge of $1.99. Blair has confirmed that yourBlair VIP has been cancelled and have refunded a total of $16.96. In the interest of customerservice, the Bank has issued additional credits totaling $95.62 to remove the previously assessedlate fees and finance charges.Although there are no Bank errors, in the interest of customer service, notification has been sent to the national credit-reporting agencies with instructions to remove the reported delinquency, with regard to your Blair account. Please allow the credit-reporting agencies 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 ###-###-####.Sincerely,Rosa M[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com

Response to Consumer attached.

Comenity Bank has received your correspondence regarding the above-referenced account. ComenityBank issues the EXPRESS NEXT credit card account. We are here to answer your questions and assistwith your concerns.Your complaint states that you...

are a victim of identity theft and an EXPRESS NEXT account was openedin your name. You have attempted to resolve this matter with the Bank; however, the Bank states that theaccount is yours. You are requesting that the Bank follow FCRA laws and remove the account from yourcredit bureau reports. We understand your concerns and apologize for any inconvenience or frustration thismatter may have caused your client.Bank records indicate that on June 16, 2017, the Bank issued a letter advising you that we have investigatedthis matter and could not find any basis to your claim; therefore, you are responsible for the balance. Wehave enclosed that letter for your records.Should you have any further questions or concerns regarding your case, please contact our AccountProtection team at [redacted] and reference case number [redacted].I hope you have found this information to be helpful. If you have any questions or concerns, please contactour Account Protection team at the phone number provided above.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses

Dear Ms. [redacted]We received the complaint you sent to the Revdex.com of Central Ohioregarding PayPal Credit. Your correspondence was forwarded to Comenity CapitalBank. The PayPal Credit product is issued by Comenity Capital Bank and serviced byBill Me Later, Inc. PayPal Credit is a...

payment option made available by manymerchants to their customers.Your complaint states you received several letters from PayPal Credit indicating yourinformation may have been compromised and that an account was opened under yourmaiden name and current address. In addition, you called PayPal Credit and wereadvised the information on the account does not verify to you. You are requestingPayPal Credit provide you with confirmation that the account in your name has beenreported as fraud.PayPal Credit's records reflect the letters you received were sent in connection with twoattempted transactions on January 14, 2016 and January 15, 2016, in the name [redacted], using the address on your complaint. The personal information provided inconnection with the attempted transactions could not be verified and as a result, thetransactions were declined. The letters were sent to the address provided on thetransaction attempt saying "Your information could have been incomplete or inaccurateor the circumstances may have suggested that the purchase was not made by you.".Because they were declined, a credit bureau report was not pulled in connection withthese transactions. Additionally, PayPal Credit has confirmed that there are noaccounts open in your name or using your personal information.If you feel you may have been a victim of identity theft, below are some steps wesuggest you immediately consider taking.1. You can go to the Federal Trade Commission website on identity theft atwww.ftc.gov/idtheft. It contains additional information and refers you to resources thatcould be helpful in dealing with your situation.2. 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(888) 397-3742        (800) 525-6285           (800) 680-7289www.experian.com     www.equifax.com         www. transunion.comWe hope this letter explains and resolves this matter.Sincerely,Christina W[redacted]