Comenity Capital Bank

Hello, An extension is need for this complaint, due to further research. Thank you,[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]

We received the correspondence you sent to the Revdex.com (Revdex.com) regarding PayPalCredit. The PayPal Credit product is issued by Comenity Capital Bank and serviced by Bill MeLater, Inc. PayPal Credit is a payment option made available by many merchants to theircustomers.Your correspondence states on July 24, 2017, you were alerted a line of credit was opened inyour name with PayPal Credit. You contacted the Bank to report the account as fraudulent andattempted to verify the information used when the account was opened; however, the Bank wouldnot provide the address on the application. Additionally, you contacted the credit bureaus andplaced a fraud alert on your credit report. You are requesting the account be reported as fraudand for your name to be removed from the account.PayPal Credit reviewed the concerns noted in your correspondence and would like to provide youwith the following information. PayPal Credit's records reflect a PayPal Credit account wasopened in your name on July 24, 2017, through the PayPal website after a PayPal account wasopened. In order for an application to process with PayPal Credit, your name, date of birth, billingaddress, phone number, and last four digits of your social security number had to be provided.On July 26, 2017, you called PayPal Credit and reported the account as fraudulent. On July 27,2017, the account was investigated, confirmed to be fraudulent and closed. PayPal Credit sentyou a letter advising your fraud claim was approved, which included an Affidavit of Fraud; pleasecomplete and return this Affidavit at your earliest convenience. Please note, you are notresponsible for the fraudulent account or the related charges. If you have questions regarding thePayPal account associated with your name, please contact PayPal directly at [redacted] forfurther information.On July 31, 2017, PayPal Credit sent a request to Equifax to have the credit inquiry removed fromyour credit report. A letter was sent to you on July 29, 2017, advising this request was submitted.Please be advised, this removal process can take up to ninety days for Equifax to complete.PayPal Credit also noted your personal information in their system to prevent an account frombeing opened in your name in the future.Further, you may be a victim of identity theft. Following are some steps we suggest you considertaking immediately to prevent future fraudulent activity.1. You can go to the Federal Trade Commission website on identity theft atwww.identitytheft.gov. It contains additional information and refers you to resources thatcould be helpful in dealing with your situation. 2. Identity theft is a crime. You can file a report with your local police or the police in thecommunity where the crime took place. We recommend you obtain a copy in order toprotect your rights.Should you require additional information related to the fraudulent account, please submit awritten request to the following address, along with a copy of your current government issuedphoto identification:PayPal Credit Attn: Customer Security OperationsP.O. Box 5018 Timonium, MD 21094In response to your statement regarding not being provided with the information that was on theapplication, we understand your concern with this process; however, please be assured thispractice is designed to keep your personal information safe. PayPal Credit apologizes for anyfrustration you may have experienced related to this matter.We hope this letter explains and resolves this matter.Sincerely,Jessica A[redacted]Compliance Dept. – Consumer Responses

Dear Ms. [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 correspondence that you made a purchase of $260.94 in December 2015, and were billed twice for the merchandise. You returned the item on December 22, 2015, and have not received credit for your return, and you are requesting both charges to be reversed.  We apologize for any inconvenience this situation may have caused you. We have contacted ZALES on your behalf and have been advised that an error has occurred regarding your transactions.  To correct the problem; two credits in the amount of $260.94 has been applied to your account.  These adjustments will appear on your next billing statement. 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] We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Capital Bank previously issued American Laser Skincare credit accounts, and we are here to help with account-related questions. Your complaint...

was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We have reviewed your account and our records indicate that the Bank previously responded to this complaint on May 5, 2015. We have enclosed a copy of our previous response for your records. Please be advised that our position remains unchanged. We apologize for any inconvenience this matter may have caused you. Should you have any additional questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Jenny W[redacted]

Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the account referenced above.As the bank that issues HSN credit card accounts, Comenity Capital Bank is here to help with your accountrelatedconcerns. Your complaint was forwarded to my attention, and I...

appreciate the opportunity to assist you.Please understand that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible foraddressing questions related to the credit card account, while HSN is responsible for handling matters related tosales, merchandise processing, returns, and shipping.I understand from your complaint that you purchased a pair of stretchy jeans from HSN. You state that you werenot aware that by opening an HSN credit card account, that you would be obligated to be placed on a month tomonth installment plan. Additionally, you believed this charge would be placed on your debit card. You statethat on the statements you’ve received, you don’t see the charge for the $50.00 stretchy pants you purchased.You also state you had difficulty obtaining your actual balance from the credit department; however, you wereable to obtain a balance from the automated system of $37.89 and mailed in payment for that amount; totaling$75.78 in payments to the above-referenced account.Please note that HSN offers its customers the option of Flex Pay on certain purchases. When choosing the FlexPay option, the customer can elect to have the purchase divided into as many as six equal payments. Thecustomer can elect to have the purchase applied to an HSN credit card, or some other debit or credit card. Pleasenote that placing a purchase on a Flex Pay plan is optional, and is elected by the customer.After a thorough investigation, Bank records indicate that three charges totaling $54.52 were applied to theabove-referenced HSN account for the Super Stretch Skinny Jeans. These charges included $21.26 on March12, 2016, for Flex Payment 1 of 3, $16.63 on April 11, 2016, for Flex Payment 2 of 3, and $16.63 on May 11,2016, for Flex Payment 3 of 3.Although no Bank errors were made, in the interest of customer service, Comentiy Capital Bank has issued acredit in the amount of $21.26 for the late fee that was assessed on May 6, 2016. A refund check in this amounthas been mailed to you and should be received within the next 14 days via separate mailing.Please be assured as of June 1, 2016, the HSN account was closed per your request. Although you have closedyour account, we hope you continue to shop with HSN.We value you as a customer, and we hope you find this information to be helpful. If you have any furtherquestions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will behappy to assist you.Sincerely,Ashley R[redacted]

I've just got my statement and I paid my balance on time. The items I got on sale are not on sale anymore and they charged finance charges five times within the month, one on the 5the of January, 4 on the 18th alone. Two of them are for $170.82, one is for $74.91, another is for $493.35, and the last is for $786.35. These charges are bogus and never seen such charges ever like this. Removal of said charges.

I am not satisfied with my complaint [redacted] results regarding Comentity Bank. I do not want this case closed until the outcome by the Bank is met.[redacted]

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 Comenity Capital Bank. ThePayPal Credit product is issued by Comenity Capital Bank and serviced by Bill Me Later, Inc.PayPal Credit is a...

payment option made available by many merchants to their customers.Your complaint states you applied for PayPal Credit through an offer on Apple.com and weregiven a credit limit of $700. You state you contacted customer service to request a credit limitincrease and were told you must apply for the increase by attempting to make a purchase thatexceeded your current credit limit. You attempted to make a purchase on Apple.com thatexceeded your $700 credit line; however, the credit line increase was declined. After removingitems from your shopping cart, you attempted the purchase again and received a message fromApple.com confirming your order. You believed the credit limit increase had been approved;however, you received a subsequent email from Apple, Inc. advising you your order wascancelled due to denied authorization of payment. You contacted PayPal and were toldsomeone would research your questions and get back to you; however, you have not heardback from PayPal regarding this issue. You would like PayPal Credit to increase your creditlimit to cover your Apple.com purchase.PayPal Credit's records reflect your PayPal Credit account was opened on June 10, 2015,through a direct online application submitted through your PayPal account. You were approvedfor an account with a $700 credit limit. You subsequently contacted PayPal Credit the sameday inquiring about increasing your available credit. You were informed credit limit increasesare evaluated during the checkout process, and to apply for an increase you must attempt apurchase that exceeds your current available credit.You attempted to make a purchase in the amount of $3,970.67 on Apple.com, and your accountwas reviewed for the requested credit limit increase and was declined. After adjusting yourshopping cart to remove some items, you made multiple more attempts to complete thepurchase , and following the final attempt you received an email from Apple stating that yourorder was processing.In letters dated June 11, 2015, June 13, 2015, June 14, 2015, June 15, 2015, June 16, 2015,June 17, 2015, June 18, 2015, and June 19, 2015, Comenity Capital Bank informed you yourcredit limit increase attempts were declined for the following reasons:* Your PayPal and/or eBay account activity is insufficient. The level of account activity isdetermined by how long your account has been open, account usage, and/or yourPayPal bank verification status and/or the number of bids on your eBay account.You have serious delinquency and derogatory public record or collection filed in yourcredit file.The Proportion of balances to credit limits is too high on bank revolving or otherrevolving accounts in your credit file.The proportion of loan balances to loan amounts on your credit file is too high.On June 18, 2015, you contacted PayPal Credit stating you had received an e-mail fromApple.com notifying you your purchase had been cancelled due to payment being declined.The representative you spoke with advised PayPal Credit had not approved the credit limitincrease request and the purchase was never approved by PayPal Credit. You stated you hadreceived an email from Apple Inc. confirming the purchase and funding source. Therepresentative provided you with the email address, [email protected], andrequested you forward the emails to PayPal Credit for review. PayPal Credit received an emailfrom you on June 24, 201 5 containing screenshots of the e-mails you received from Apple.com.The following day, the supervisor you previously spoke with attempted to contact you by phoneto discuss your account; however, she was unable to reach you.PayPal Credit's records show that although you received an email from Apple Inc. stating yourpurchase was being processed, Apple Inc. had not yet submitted the information needed toauthorize your purchase to PayPal Credit. Apple Inc. did not submit this authorizationinformation to PayPal Credit until they attempted to process the order. Upon receipt of theauthorization request, PayPal Credit evaluated and declined your application for a credit limitincrease and at that time, in a letter dated June 18, 2015, Comenity Capital Bank informed youof the reasons you were declined.Customer feedback is extremely important to us and we are sorry to hear that you were notsatisfied with your experience with us. Your comments have been forwarded to our LeadershipTeam and will be considered as we make future enhancements and updates to our product toensure we meet your satisfaction in the future. As a courtesy, PayPal Credit applied a $50.00credit to your account.For the reasons stated in the letter to you dated June 18, 2015, PayPal Credit is unable toapprove you for a credit limit increase at this time. As of the date of this letter, your account isopen with a $50.00 credit balance and a $700.00 credit limit.We hope this letter explains and resolves this matter.Sincerely, [redacted]Compliance Dept. - Consumer Responses

In your response you even confirm that I was not able to view my bill! How can you assess late fees on a bill that was never viewed? This is extremely poor customer service! I plan to do my due diligence and pay the remainder of my membership fee of $4.20 since I already made a payment of $39.00....

 Since you "are unwilling to credit the account for any additional fees due to no bank errors" I ask that you reconsider due to the fact you even confirmed I did not see these bills in order to have a chance to pay it on time. It would of been paid in full on time if given the chance.
Regards, [redacted]

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

complaint that you purchased pants from Blair that did not fit due to them being the wrong size, and that you returned them before the date required. You state the Bank requested payment for merchandise that was no longer in your possession. You would like to have the account balance cleared. We apologize for the inconvenience this matter may have caused you.   A purchase of $72.93 was applied to your account on September 1, 2016. The account billed on September 17, 2016, with a $72.93 balance, and a $20.00 minimum payment due by October 13, 2016. The required minimum payment was not received.   Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement.   On September 27, 2016, a credit of $49.95 was applied to your account and on October 26, 2016, an additional credit of $22.98 was applied to your account.   On February 26, 2017, we issued credits totaling $149.42 resulting in a zero balance.   Additionally, we have sent notification to the national credit-reporting agencies to remove the delinquencies reported as a result of this matter. Please allow 45 days for these agencies 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,    Ashley H[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]

Dear Mr. [redacted]Thank you for contacting the Revdex.com, regarding the above-mentioned account.  Comenity Capital Bank issues My BJ’s PerksMasterCard® accounts, and we are here to help with your questions.  Your complaint was forwarded to my...

attention,and I appreciate the opportunity to respond to your concerns.  I would like to thank you and your wife for taking time to speak with me via telephone onOctober 6, 2015.  As stated in our conversation, the reason that two payments were withdrawn from your checkingaccount in the month of September is because on August 21, 2015, two paymentswere set up for September via our online site. A payment was set up of $25.00 for September 12, 2015, and a payment wasset up for $159.35 for September 13, 2015.  No refund for eitherof these payments has been issued as during our conversation you advised thatno refund is needed. Additionally, we would not be willing to issue any refund for fees charged by your bank, as discussed. We apologize for thefrustration and inconvenience that you have experienced regarding thismatter.  Should you have any furtherquestions or concerns, please contact me at ###-###-####, ext. [redacted](TDD/TTY ###-###-####).  I would be happy to assist you.    Sincerely,  Justina M[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 regarding the billing statements you have received for the Overstock credit card.  You state that you recall visiting Overstock.com, but you neither ordered anything nor opened a credit card. You have requested the Bank stop sending you billing statements.  We apologize for any frustration or inconvenience this may have caused you.   I want to thank you for taking the time to speak with me on November 23, 2016.  Per our conversation, in an effort to investigate the charge of $40.48 that occurred on August 1, 2016, and the application for the credit card, I reached out to Overstock.com and reviewed our records.  I shared with you that the Overstock credit card account was opened on July 30, 2016.  The application was a prescreen acceptance and was completed online.  I also shared with you the details of the transaction, as provided to me by Overstock.com.   Overstock’s records indicate that the purchase of $40.48, order number[redacted] was placed online on July 30, 2016, at 11:44 AM.  An email confirming the order was sent to your email address.  The transaction was for two HomeMedic memory foam pillows.  These were shipped to you at [redacted] Lexington, KY 40504-2240 via Federal Express.  The Federal Express tracking number for the shipment is [redacted], and it was delivered on August 04, 2016, at 12:19 PM.  The payment method for the purchase was the Overstock credit card which had just been established.   Through the course of our conversation I was able to clarify for you that the bills were for an overstock.com credit card.  You assured me that you had neither ordered the pillows, nor opened the account.  I also advised you that your wife had called and spoken to our Account Protection team on October 24, 2016.  The Account Protection team was unable to proceed with an investigation for your wife due to the account being in your name, and not hers.  I advised you that our Account Protection team was waiting to hear from you on the matter, and I provided you with their contact phone number so that an investigation into your fraud claim could begin.   Following our conversation, you and your wife reached out to our Account Protection team on November 23, 2016.  During that conversation you and your wife shared that you had indeed ordered the merchandise in question, and had received the merchandise.  You stated that this was a result of confusion, and you were not aware that you had actually opened a credit card account with Overstock.com.  You worked with both our Account Protection team and our Payment Solutions team to pay off the balance, and close the account.    Please be advised that late fees totaling $50.00 have been credited to your account.  As of the date of this letter, your account balance is zero, and your account is closed.   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

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I appreciate the company making this right and also value the Revdex.com's assistance with this matter. 
Regards, [redacted]

I do not accept it because I was told different reasons my account was charged off over the phone. In the response the representative stated my account would be charged off after 7 billing cycles past due, however the representative over the phone stated my account was going to be charged off after 3 cycles of being past due. So which one is it, 3 or 7!!!!!! Also, they also acknowledged that they did accept my debt management plan of $271 dollars but yet in still they charged my account off. It just seems as if they didn't even care to help a customer lower their payments under no circumstances. I don't appreciate that at all, and I will also check and see if I can cancel my dentist plan and send the remaining balance back because this entire situation is ridiculous. I do not want to pay a company who is rude and inconsiderate of people's lives. No the response did nothing but say if they don't get their 459 a month then my account will remain where it's at. If I can't pay them 3,000 right away my account will stay in a charge off. It's crazy because I'm still making payments even though my account is charged off now. This is very unfair because this is false but of course there's nothing I can do except to send the money back and go from there. I won't ever borrow another medical loan again in life!!!!!!! This is too much of a hassle and life isn't fair I guess. I've come to accept that as well!!!!! The response might as well been a slap in the face and I don't want to give my money to company like Comenity Capital Bank!!!!!!!!!

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

available by many merchants to their customers.Your correspondence states your PayPal Credit account has been charged excessivelate fees and finances charges. You also state you did not receive any accountstatements. You are requesting for PayPal Credit to waive the related fees on youraccount.PayPal Credit's records reflect on November 4, 2015, your statement delivery methodwas changed from paper statements to electronic notifications via PayPal Credit's webself-service site. You consented to receive "statement ready" emails from PayPal Creditat the email address on file for your account, [redacted]. Once thismethod was chosen, we began alerting you electronically when your statement was readyfor viewing. With this method, a paper statement would not generate unless the accountbecame delinquent or you changed your paper statement status through the PayPalCredit web self-service site or via a written request, as disclosed in the Terms andConditions.On March 26, 2016, you updated your statement delivery method once more. Yourstatement delivery method was changed from electronic notifications to paper statementsvia PayPal Credit's web self-service site. Beginning with your May 14, 2016 statement,all statements have been mailed to the address on file for your account.Please be advised, on May 18, 2016, PayPal Credit corrected a technical error that mayhave affected your ability to access certain information online regarding your PayPalCredit account, including periodic statements. We apologize for any inconvenience thismay have caused. At that time, PayPal Credit also credited your account $157.07 in latefees and finance charges, and reversed any delinquency that may have occurred as aresult of this error.Upon receipt of your correspondence, Pay Pal Credit reviewed your account history forany additional financial impacts the above referenced error may have caused. As acourtesy, PayPal Credit has waived late fee and interest charges totaling $7.00. Thisadjustment will be reflected on your next statement.As of the date of this letter, your account is closed with a balance of $63.59, and nominimum payment requirement is due at this time. You will continue to receive monthlystatements until your account is paid in full.We hope this letter explains and resolves this matter.Sincerely,Jennifer P[redacted]

Comenity Capital Bank has received your complaint regarding the above-referencedaccount. Comenity Capital Bank issues the overstock™ credit card account. We are here toanswer your questions and assist with your concerns.We understand from your complaint that you made a purchase on overstock™.com and...

it wassupposed to be placed on a 24 month same as cash option. When receiving your August 2016statement it did not reflect an interest charge. On your October 2016 you realized that you hadbeen charged interest at a rate of 27.24%. You are requesting to have the transaction placed onthe 24 month same as cash that you initially agreed to.The order placed on overstock™.com on July 16, 2016, in the amount of $ 2,409.99 was placedon the revolving line of credit which is subject to the annual percentage rate of 27.24%. Pleaserest assure we have transferred your purchase to the 24 month deferred interest paymentrequired promotion plan. This plan will expire on July 17, 2018, by which time the remainingbalance of $2,054.94 will need to be paid in full. Should the remaining amount not be paid by theend date of the promotion plan, the accrued interest will be added to your account balance.On December 9, 2016, you contacted customer care and both of the finance charges werecredited to your account in the amount of $54.34 and $54.26. You will see all adjustments andchanges to the account transactions reflected on the next one to two billing statements.We value you as a customer, and hope you find this information to be helpful. If you have anyfurther questions, please contact me directly at ###-###-####. I will be happy to assist you.Sincerely,Diamond L

This complaint has been resolved. [redacted]

[redacted]:  Comenity Capital Bank (Bank) has received your additional correspondence regarding the above-referenced accounts. Comenity Capital Bank issues the Boscov’s and Ultamate Rewards [redacted] credit cards. We are here to answer your questions and assist with your concerns.  You state the Bank closed the accounts based on what was reported in your credit; however, the Bank ran your credit and approved the above-referenced accounts based on your credit. You state there is no checking mechanism to validate customers receiving approval for multiple applications, only to later have the Bank close the accounts because of too many inquiries. You further state that the inquiries on your credit bureau report are all from the Bank, and you were not aware the accounts were all from the same bank until you received letters requesting that you call in to do additional validation. You called and spoke with a representative of the Bank who validated multiple applications in a single call. You are requesting for the accounts to be reopened, and reported positively on your credit report.   Each time a customer applies for a credit card account with the Bank, they are giving consent to have a credit report reviewed in connection with the processing of an application for credit.  Please note the Credit Card Agreement gives us the right to investigate customer credit records and to close an account at any time, for any reason.           Please find enclosed copies of our responses dated June 7, 2017, and June 23, 2017. The Bank’s position remains unchanged.   We apologize for any frustration or inconvenience this may have caused you. 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