Comenity Capital Bank

Dear Mr. Lantz:We have received your correspondence sent to the Revdex.com (Revdex.com)regarding [redacted] Credit, which was forwarded to Comenity Capital Bank. The [redacted]Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later,Inc. [redacted] Credit is a payment option...

made available by many merchants to theircustomers.Your correspondence states your [redacted] Credit account was suspended after youreported a fraudulent transaction in March of 2016. Although you requested to have youraccount reinstated, your request was not completed. Further, your balance includes thefraudulent transaction. You are requesting your balance be updated and your accountreinstated.[redacted] Credit's records reflect your [redacted] Credit account was opened on April 12, 2008.On March 3, 2016, you called [redacted] Credit to report a fraudulent charge on your accountin the amount of $975.90, and your account was referred for fraud review. On March 16,2016, activity on your account was confirmed to be fraudulent and on March 18, 2016,[redacted] Credit mailed you a letter informing you of the outcome of the investigation, aswell as your account being closed. Please note, you are not responsible for the fraudulentcharges.On November 19, 2016, you called [redacted] Credit requesting to have your accountreinstated, and a representative submitted a reinstatement request on your behalf. OnDecember 13, 2016, your balance was returned to zero and on December 19, 2016, youraccount was fully reinstated and may be used for purchases.At this time, your [redacted] Credit account is not linked to your [redacted] account. In order tolink your two accounts, please visit www.billmelater.com and select "Link My Account." Ifyou have further questions or concerns, or if you require further assistance, pleasecontact [redacted] Credit at ###-###-####.As of the date of this letter, your account is open with a zero balance. We hope this letterexplains and resolves this matter.Sincerely,Jennifer P[redacted]Compliance Dept. - Consumer Responses

Dear Ms. [redacted]: We received your complaint, addressed to the Revdex.com (Revdex.com), regarding the account referenced above. As the bank that issues Petland credit card accounts, Comenity Capital Bank is here to help with your account-related concerns. I appreciate the...

opportunity to assist you. We understand from your compliant that you did not receive you September billing statement, and when you did receive a statement there was a late fee. You would like for the late fee to be credited to your account. We apologize for the frustration you may have experienced as a result of this situation. After a review of your account the late fee in the amount of $25.00 was credited on October 21, 2016. As we understand that you did not receive your September billing statement, please be advised that the address you provided to the Revdex.com is different than that on the account. Please contact the Customer Care Department at ###-###-#### to make any needed updates. 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 [redacted]
[redacted]). I will be happy to assist you. Sincerely, Diamond L[redacted] Diamond L[redacted] Consumer Relations Specialist

A letter was received from Comenity Bank. The following correspondence and form was returned to Comenity Bank by Overnight Mail, tracking number [redacted] which will be delivered to Comenity on September 19, 2015 prior to 3:30 p.m.This complaint has NOT been resolved to my satisfaction at this juncture.The Sheriff's Deputy who created my police report said she filed another report against Comenity Bank yesterday. Two in just two days in my little town!!In the event that resolution is not forthcoming within 14 days, I am considering pursuing a Class Action lawsuit against Comenity.Thank you,Regards,
[redacted]

June 23, 2017Heather NaybackEast 11849 Roy Wright RoadShingleton, MI 49884-9638RE: PayPal Credit Application 1891016455PayPal Credit Application 1535307880PayPal Credit Application 153507808Revdex.com Complaint No.: 12182401Dear Heather Nayback:We received your correspondence sent to the Revdex.com (Revdex.com) regarding PayPalCredit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal Creditproduct is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later, Inc. PayPalCredit is a payment option made available by many merchants to their customers.The Bank received your additional correspondence from the Revdex.com advising you contacted PayPalCredit and are receiving letters in regard to an account you do not have. You are requesting nofurther correspondence or contact from PayPal Credit.We reviewed the concerns mentioned in your correspondence and would like to provide you withthe following information. PayPal credit found no indication of fraud in connection with the abovereferencedapplications. PayPal Credit is unable to prevent an application from being submittedin your name. In addition, PayPal Credit is required by law to send notification in the form of aletter when an application is declined.As your correspondence did not contain any new information or documentation in regard toresearching your fraud claim further, PayPal Credit’s position remains the same as stated in ourresponse to you dated June 23, 2017.In addition, our response dated June 23, 2017, contained a piece of inaccurate information. Theprevious response should have stated that as of August 29, 2013, Comenity Capital Bank becamethe lender for the PayPal Credit product and as of August 1, 2014, Bill Me Later® changed itsname to PayPal Credit. We apologize for this oversight.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,Zachary BielCompliance Dept. – Consumer Responsescc: Revdex.com

Dear [redacted]We received the complaint regarding the above-referenced account. Comenity Capital Bankissues Smile Generation® Financial credit accounts, and we respond to all account-relatedinquiries. Your complaint, addressed to the Revdex.com, was forwarded to myattention, and I...

appreciate the opportunity to assist you.Your complaint states that you made a purchase for $1,715.00 on May 7, 2015. This purchasewas to be placed on a 12 month deferred interest promotional plan; however, it was not. As aresult, monthly finance charges were assessed to your account. You further state that you havesince paid the balance in full and are requesting a refund for the finance charges that werepreviously assessed to your account. I understand your concerns and apologize for anyconfusion or inconvenience this may have caused you.We have reviewed the account, and our records indicate that the Bank previously responded tothis complaint on March 22, 2016. Please be advised that in that response, we advised you thata total credit of $88.50 was issued to your account for the finance charges that were previouslyassessed to your account. Further review of the account indicates a finance charge of $21.92was not credited. We apologize for this oversight. Please be assured, the additional $21.92 hasbeen credited to your account. A refund check for all interest charges will be mailed to you.The check should arrive in the next 7-10 days.We hope this information is helpful. Should you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]

I was a victim of identity theft and this has not been removed yet from credit report I don't know the date but if you use my social you should find it , thanks.  ([redacted])

Dear Mr. [redacted]   We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned account.  Comenity Capital Bank issues ZALES THE DIAMOND STORE® credit cards, and we are here to help with all...

account-related questions.  Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.   We understand from your complaint that you made an online order and requested to have the item delivered to your home address and require a signature.  You state that you didn’t receive the item; however, you were advised that the item had been delivered.  You are requesting the merchandise be credited to your account and that no late payment information be reported to the credit-reporting agencies.  We would like to apologize for any inconvenience this matter may have caused you.   Please note that Comenity Capital Bank and ZALES THE DIAMOND STORE are two separate entities.  The Bank issues and is responsible for addressing questions related to your credit card account.  ZALES THE DIAMOND STORE is responsible for handling matters related to sales, cancellations, merchandise processing, returns, and delivery.   Please be assured that we have contacted ZALES THE DIAMOND STORE® regarding your order that was not received, and a credit of $638.66 was applied to your account on October 18, 2016.    A credit in the amount of $53.60 has also been issued to your account to reverse the previously assessed finance charges and late fees.  With this adjustment the balance on your account is zero.   Please be advised that no negative payment information has been submitted to the national credit-reporting agencies regarding your ZALES THE DIAMOND STORE® credit card account.   We hope that you find this information helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you.   Sincerely,    Ashley H[redacted]

Dear [redacted]   Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.  Comenity Capital Bank issues Lending Club Patient Solutions credit accounts. We are here to answer your questions and assist with your concerns.   We understand from your complaint that you received a letter stating that the dispute had been settled regarding a late fee, and it was not. You also state that you have had issues with payments that were made on time and for more than the requested minimum payment due. You state that your agreement was for $84.00 a month and you made two payment of $50.00 a month. Your payment of $50.00 made on November 20, 2016, was credited to your November statement instead of your December statement causing a late fee to be assessed. We apologize for the inconvenience this matter may have caused you.   To avoid being assessed a late fee, it is important to pay at least the minimum payment due indicated on your statement each month by the due date for each billing cycle. Any amount paid in excess of the minimum due will be credited to your balance for the billing period in which that payment is received, as there is not an option to pay ahead on an account. All payments are processed the same day that they are received.   Bank records indicate that you were previously sent a letter advising that all fees had been removed; however, the late fee of $37.00 was not deducted from your account. To correct this error, a credit of $37.00 was applied to your account on May 4, 2017. The balance on your [redacted] credit account now reflects a zero balance.   Please be assured that no late payment information has been reported to the credit-reporting agencies in regard to your [redacted] credit account.   I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.                                         ...⇄ Sincerely,[redacted] Compliance Dept. – Consumer Responses

I have not received any call or personal communication from the business. I did receive a statement update where the transactions...

confirm an "annual fee" for the non active card, late fee charges for not paying off the fee, finance charges and adjustments for these items. I do not believe I am the only customer this was done to and I believe that more needs to be done to remedy the error on behalf of the company. To automatically charge people for a card that is no longer in use not due to any part of the customers themselves but because of the choices of the business owners is wrong. Please look into this and correct the errors to all customers who received an annual fee charge.

The response letter that was sent to me from Comenity Capital Bank contained several discrepancies and inaccurate information.  They have not taken responsibility for their actions or the mismanagement of the fraud reports I made nor have they appropriately handled my account.In the second paragraph of their response letter to me they refer to a letter that I received stating that my account was blocked and could no longer be used.  This letter is attached, for your review, and no where in that letter does it state that the suspension on the account was temporary.  It in fact expresses the opposite by its use of the wording:  CAN NO LONGER BE USED.  When I filed the initial dispute I indicated, to the customer service department, that I wanted the account suspended and would pay off the account as soon as possible so that I could properly close the account.  Attachment 1 is my statement of what my balance was that was due on September 5, 2015 which totaled $298.45.  As follow up to my conversation with the customer service department, regarding paying my balance off as soon as possible, I submitted a payment in the amount of $300 on September 4, 2015. so that my account could be closed properly.  Page 10 of the 2nd attachment is the proof that I submitted a payment in the amount of $300 on September 4, 2015.  Additional proof can be seen in Attachment 3, which is a copy of my bank statement.  My account should have been formerly closed on September 4, 2015, as I had fulfilled my end of the agreement.In the third paragraph of their response letter to me it states that I was informed, via letter, that my account would be temporarily suspended and another letter stating that their investigation revealed that no suspicious activity was found on my account.  This is incorrect.  Referring back to Attachment 1, this letter does not state the suspension was temporarily but stated the account CAN NO LONGER BE USED.  Their response relies on the premises that customer service told me that my account would be suspended temporarily; however, I do not recall this being said and the contents of the letter, written several days later, confirms the account should NOT have been used.  Written documentation overrules any and all previous verbal conversations.  Please note the date on the letter from pay pal is August 30, 2015.  The third paragraph of their response also contradicts the results of the investigation.  Pages 2-6, of Attachment 2, are the emails from pay pal that indicate that their investigation was complete and they found in my favor; therefore $500 of credits were issued.  How can they claim that they did not find suspicious activity but still credit me $500?  They credited me because I did not make these purchases, which is an obvious indication that fraudulent activity WAS taking place on my account.  Paragraph 3 states that my account came out of "suspended" status following the completion of the investigation which contradicts the information that they provided in paragraph one when they referenced transactions were blocked do to the account being blocked and no longer able to be used.  Please refer to pages 2-6, of Attachment 2, to confirm the investigation had reached it decision on August 28, 2015 (date they claim my account would have exited suspension status) and then compare to date listed on Attachment 1 and/or the letter they refer to in paragraph one of the response about blocking transactions.  This letter circulated AFTER August 28, 2015!  How can they claim now the account was out of suspension status on August 28, 2015?Paragraph four of their response indicates that they" reached out to consumer, who offered credits, therefore they suspended the investigation" which provides a great deal of insight into how Paypal actually responds to claims of fraudulent activity.  Why would a consumer offer credits if they didn't recognize some sort of fraud had been committed?  They wouldn't.  Why on earth would Paypal withdraw an investigation of fraud, when consumers extend credits? That should be their incentive to investigate further and more thoroughly.  They obviously do not care about fraudulent activity, so long as they get their money, to hell with the customer!  I am certain that my multiple claims of fraudulent activity are not the only ones that have been swept under the rug.  And lastly, my initial complaint concerned $370 in charges that I did not authorize but that amount has since increased.  Paypal has since deactivated my online access to my account and the last billing statement that was mailed to me was on September 12, 2105.  My current balance now exceeds $400, even though I paid my balance in full on September 4, 2015 and requested the account be closed.  $70 of the disputed amount were charges that were referred to in the letter dated referred to in paragraph one.  The letter states that these transactions were blocked ($50 and $20) but these WERE charged to my account and also deducted from my bank account.  Please see pages 7 and 8, of Attachment 2, these are the receipts that were emailed to me.  Page 9, of Attachment 2,  is proof that money was deducted from my bank account and Attachment 3 is proof that this money did in fact come out of my account.  How can they dispute my fraudulent claim when my account was suspended at the time (even according to them) and money was taken out of my banking account too?  And additional $305 was charged to my account on September 23, 2015 long after my account was supposed to have been closed, blocked, and suspended.  I do not feel that I am responsible for any of the amount that is currently owed.  I have not received merchandise, products, or any services for any of these fraudulent changes that have appeared.  Paypal has exploited me as a customer and increased my vulnerability to acts of identity theft.  How many other people have been victimized?  On top of compensation, I am requesting the Revdex.com do an intensive investigation of Paypal and their privacy and investigation practices.     
Regards,[redacted]

Dear [redacted]Thank you for contacting Comenity Bank regarding the above-referenced accounts. As the bank that issues Victoria’s Secret/PINK, Ann Taylor/LOFT, and LOFT MasterCard® accounts, we are here to help answer account-related questions. Your complaint, submitted to the Better Business...

Bureau, was forwarded to my attention for review, and I appreciate the opportunity to assist you.We understand from your complaint that you have gone through medical hardships and have been unable to make payments to your accounts. You state that you have received multiple telephone calls from the Bank, and that the Bank has contacted a third party in an attempt to speak to you, which you feel is an invasion of privacy. You would like the telephone calls to stop; however, the Bank may contact you by email. Once you have healed from your surgery, you will contact the Bank to work out a payment plan.Please accept our apology for any frustration that you may have experienced regarding this situation, and we wish you the best of health for the future. The telephone calls placed to the numbers ending in [redacted], and [redacted] were attempts to contact you regarding the status of your accounts. Due to the potential ramifications for our customers if an account remains delinquent, Comenity Bank may call you until our attempt to communicate is successful. Please be assured that your accounts were updated and the numbers noted above were notated with a “Never Call” status.In addition, after reviewing the telephone calls in question, we were unable to locate a call in which the Bank had talked to a third party, as indicated in your correspondence. If you can provide us with the telephone number that was used for placing this call, we would be happy to investigate this matter.After reviewing your accounts with the Bank, here is what we have noted.The Victoria’s Secret/PINK account has a balance of $2,608.86 and is three billing periods past due. Should the account exceed six billing periods past due, the account will be closed and reported as an unpaid debt to the credit bureaus.The Ann Taylor/LOFT account has a balance of $2,770.17 and the account was permanently closed on November 6. 2015, for non-payment. The account was written off and reported as unpaid to the credit bureaus.This card is issued by Comenity Bank pursuant to a license by MasterCard International Incorporated. MasterCard is a registered trademark of MasterCard International Incorporated.The LOFT MasterCard® account has a balance of $11,752.16 and the account was permanently closed on November 6, 2015, for non-payment. The account was written off and reported as unpaid to the credit bureaus.Although, we have updated the telephone numbers to “Never Call”, please note that you remain responsible for the unpaid account balances. We encourage you to contact the Bank’s Payment Solutions team at ###-###-####, or the Bank’s Recovery team at ###-###-#### (TDD/TTY ###-###-####), to discuss suitable payment options.I hope you find this information helpful. If you have any further questions or concerns, please contact the Payment Solutions team or the Recovery team at the numbers provided. They will be happy to assist you.Sincerely,Shawnda Y[redacted]

Dear [redacted]We received your additional correspondence sent to the Revdex.com regardingPayPal Credit, which was forwarded to Comenity Capital Bank (Bank). The PayPal Credit productis issued by Comenity Capital Bank and serviced by Bill Me Later, Inc. PayPal Credit is a paymentoption made available by many merchants to their customers. We are here to answer yourquestions and assist with your concerns.Your correspondence states you would like to know what the balance of $63.59 is for. You alsostate you would like the past two years of statements.Please be advised, your statements can always be obtained by logging in at www.PayPal.com.Here's how to find your full statements online:1. Log into your PayPal account at www.PayPal.com.2. Click the Money tab.3. Click PayPal Credit.4. Click View Statements.5. Click a statement cycle date to view transactions from that billing cycle.6. Once a cycle is selected you can download that full statement by clicking the PDF icon on theleft.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.

I did not "intend" to select my VISA for the purchase. I DID select my VISA. It was afterwards converted to a payment to PayPal Credit against my knowledge or consent. This is not a satisfactory response or resolution from PayPal Credit. If you chose to force us and manipulate us into paying on your misleading, unethical terms, I will make sure that I make the public aware and will use any media outlet to do so. You have not offered to fix the problem, but just continue with your standard reply "we can't fix it". It appears that you wish to leave this unresolved.Your " offer " of ways we can pay the account that PayPal Credit charged  us for against our knowledge or consent is unsatisfactory, and will not resolve this issue in any way.

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 correspondence, submitted to the Revdex.com, that you have been in contact with several representatives from the Bank to resolve this matter. You state that you placed a call to the Bank in December 2016, to obtain the address to send a payment in full and to obtain the balance on the account. During this conversation, you were told the balance was $362.00 and given the wrong address. You also are advising that your check was returned as it was not the full payment due on the account. Additionally, you state a call was received from the Bank and you were advised that fees were assessed to the account due to non-payment. You explained that you sent payment in full to the address given by the Bank representative and the payment was returned to you. During this conversation you were advised that fees would be forgiven. You are requesting that your account to be reviewed and resolved. 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. Please be assured that credits totaling $128.54 have been applied to the account due to this matter which will bring the balance to $362.00. Please send the payment in full check to the following address: Comenity Capital Bank [redacted] 
[redacted] 
[redacted] 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

Dear [redacted]:   Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Stage credit card. We are here to answer your questions and assist with your concerns.   We understand from your complaint, that you were never...

contacted via phone regarding the account’s past due status. You state that when you applied for the account, you provided your cell phone number, providing the Bank permission to contact you via phone. You state that when you were alerted via your credit monitoring service that you were late, you logged into the Account Center website and made a payment. You contacted the Bank and asked why you were never notified via phone, and you were informed that you never provided permission. You noticed while checking the Account Center that there were three phone numbers listed, and two of the phone numbers did not belong to you and were not added by you. You state that you spoke with a total of five representatives and the fourth one was very rude. You feel the Bank should review your account and update your credit report, as you were never notified via phone, and you were provided conflicting information regarding why you were not called. I am happy to share my findings.   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   Bank records indicate that the Stage account was opened on March 1, 2014. On the same day, a phone number ending in 3135 was added to the account. This phone number was then updated as a cell phone number on May 10, 2014. The number ending in 3135 was contacted on April 18, 2017, and May 19, 2017, to make you aware of the accounts status. On May 19, 2017, the phone number was updated as a bad number. The second phone number that was listed on the account ending in 8011 was listed as a home number. Regarding the call(s) placed to this number, when the Bank has been unable to reach our customer, we will utilize various resources to obtain contact information where the customer may be reached. The phone number ending in 3132 was not added until you contacted the Bank on May 23, 2017.   Our records further indicate that you enrolled the account into paperless statements on May 10, 2014. The billing statements for March and April were issued via a Statement Ready Email (SRE) notification; the May statement was issued via postal mail. Please note the Bank has no record of any correspondence being returned as undeliverable. Additionally, the account indicates that you logged into the Account Center website on March 18, 2017, and April 17, 2017.   We understand your concern regarding your credit report. We have verified we are reporting the account correctly to the credit reporting agencies, as we are required by law.     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] Kaija M[redacted] Compliance Dept. – Consumer Responses

they have offered to settle with me at 40% before and they sent the letter 3 weeks late so I only had 3 days to respond.  I thought I had 30 days from the date of receiving the letter but upon reading it a day later...I only had 3 days. Because the letter was dated the first half of the month and I got it 3 weeks later.  This is a horrible practice, to send a letter 3 weeks from the date and expect someone to have time to respond.  If they offered me 40% settlement before then they can offer me a settlement again.  I would be willing to negotiate 35-40%.  I still have the original letter if you need proof of this.  Plus the harassing calls during my sleep time were requested by email (which I also have) to stop and they continued, costing me sleep and stress.  This letter is just a further notice of legal pursuit, which it would be in both our best interest to settle.Regards,Gay C[redacted]

We received your complaint, addressed to the Revdex.com, regarding the above-referenced account.  Comenity Capital Bank issues Overstock 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.    I understand your concerns surrounding your Overstock credit card account.  Your complaint states; you mailed a payment of $108.80 on Wednesday August 31, 2016, for the payment due on September 4, 2016, along with a written request to close your account.  You traveled the following month and did not receive your mail.  You found a bill in early November reflecting a remaining balance of $70.60.  You contacted us by phone and were told the payment was received on September 6, 2016, and that your account had been assessed two late fees.  You spoke with two representatives and the automated system which confirmed the payment was received on September 6, 2016. Both representatives offered to waive one of the two late fees. You then spoke to a supervisor who informed you the payment was received on September 9, 2016.  You state this interaction became argumentative, that he told you he would call you back and terminated the call. You state the payment was due on Sunday, September 4, 2016, and you have no idea when the Bank received your payment, but you believe a delay in posting your payment has resulted in the late charges.  You have requested your account be closed, any fees waived, and your credit report fixed.  We apologize for any frustration or inconvenience this may have caused you.[WL1]   We have reviewed the concerns in your correspondence as well as the applicable telephone conversations.  We apologize 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 this standard is not met.[WL2]   A review of the interactions between you and the Bank representatives has concluded that the Information provided to you by the automated response system confirmed the receipt of your payment as September 9, 2016.  The first associate you spoke with incorrectly agreed with the date of September 6, 2016, which you provided him.  An offer to waive one of the two late fees was made to you by all three individuals.  You rejected this offer with each person.  Please be assured that we will address our representatives for any incorrect information provided to you as well as any negative treatment you may have received.  Our records do not reflect a successful call back to you after your November 16, 2016, conversation.  Please be assured this will also be addressed.  Lastly records of the conversation indicate that the call was not terminated by the Bank representative.   Bank records show that a statement dated August 9, 2016, reflected your account balance of $108.80 with a minimum payment of $38.00 due by September 4, 2016. Bank records further show your payment of $108.80 posted to your account on September 9, 2016. . [WL3]Please accept our apologies for the inaccurate confirmation provided by the first associate you spoke with citing an incorrect date of payment.      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.   Although the late fees and finance charges are valid, in the interest of customer service, a credit for $96.00 in late fees and $8.60 in finance charges has been applied to your account as a courtesy.    Because we have taken this step and credited the balance, [WL4]we also requested the 30 day delinquency reported for December 2016, be removed from your credit bureau report.  Please be assured that the credit bureaus have been notified of the change.  This update may take up to 45 days to reflect on your credit report.  However, please be advised any previous delinquency will not be removed.[WL5] Per your request, your account was closed as of December 20, 2016. [WL6]  We regret losing you as a valued customer.   I hope the information I provided is helpful.  Should you have any further questions or concerns about the account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I would be happy to assist you.    Sincerely,     Bryan H[redacted] Consumer Relations Specialist

Please find attached supporting documents for my complaint #$11949058.Thank you.

We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned account.  Comenity Capital Bank issues ZALES THE DIAMOND STORE® credit cards, and we are here to help with all account-related questions.  Your correspondence was forwarded to...

my attention, and I appreciate the opportunity to respond to your concerns.   We understand from your complaint that you have been issued late fees; however, when you spoke to a representative to make a payment of $84.00 in July, you were advised that your account was in good standing.  Then, you received a call on August 3rd advising that your account was behind, and that you had to make a payment of $178.00.  You state that one of the two late fees was removed.  You also state you weren’t given an option for auto draft payments.  You are requesting a billing adjustment, and to be ensured that your credit report has not been hit by false late payments.   We would like to apologize for any inconvenience this matter may have caused you.   We have reviewed our records, and you were not properly educated about your total minimum payment due during your conversation with the bank in July.  Because of this, we have removed the remaining late fee of $35.00.  This adjustment will appear on your next billing statement.   Our goal is to provide excellent customer service, and we are disappointed when this does not occur.  Our management team reviews calls and inquiries of this nature, and makes appropriate recommendations for training or counseling purposes.   Please be assured that we have not reported any information to the credit-reporting agencies regarding late payments on your account.   Thank you for your payment of $178.00 made on August 3, 2016.  Please be assured that your account is current.   At this time, Comenity Capital Bank does not offer autopay for your ZALES THE DIAMOND STORE® Credit Card.  Please be advised that if the option becomes available in the near future, you will be notified either via your monthly billing statement or Account Center.  For the time being, we suggest you contact your banking institution for autopay options.   We hope that you find this information helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at 1-800-675-5685, ext. [redacted] (TDD/TTY 1-888-819-1918).  I will be happy to assist you.   Sincerely,     Ashley H[redacted] Consumer Relations Specialist   CC:       Revdex.com

Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the My Place Rewards credit card. We arehere to answer your questions and assist with your concerns.In the correspondence, you indicate you entered into a program to...

assist with two of the accountsyou have with the Bank. You state the Bank blocked all your accounts. You have sent proofmultiple times and you are provided with excuses. You state you were not able to use youraccount on black Friday and you lost reward points that expired due to not being able to use theaccount. You are requesting to be able to purchase items at the black Friday pricing and theexpired rewards to be reinstated.This letter is for informational purposes to respond to your correspondence and is not an attemptto collect on this balance.Please be advised, when a customer sends authorization for the Bank to communicate with adebt settlement company, a “cease and desist” status will be placed on all the accounts thecustomer has with the Bank.Per your request, a "cease and desist" status has been placed on your account(s). This ceaseand desist request will stop all future collection efforts, except those legally permissible. It will alsosuspend authorizations for new purchases on all of your accounts since we will be unable tocontact you. You will continue to receive certain legal communications as permitted by law. Yourrequest to cease and desist contact on your account(s) may be changed at any time by contactingus again in writing at the below address:Comenity Capital BankPO Box 183003Columbus, OH 43218-3003Please note, the request to remove the cease and desist must be in writing and must clearly statewhat accounts you would like the block to be removed from. Please send correspondence to myattention, at the address listed above..In regard to the expired rewards, we respectfully decline to reinstate the certificates.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Nicole FCompliance Dept. – Consumer Responses