Comenity Capital Bank

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

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]

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

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 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

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]

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]

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

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]

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

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]

[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

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

This complaint has been resolved. [redacted]

Dear Ms. [redacted]   We received your complaint, addressed to the Revdex.com, regarding the account referenced above.  Comenity Bank issues Giant Eagle, DIAMOND ELITE, and Meijer MasterCard® credit card accounts, and we are here to assist you with all account-related...

questions.  I appreciate the opportunity to respond to your concerns.   We understand from your complaint that you have received late fees on your accounts which are causing your balances to go over your limit on your accounts.   We have reviewed the issues in your complaint as well as the applicable telephone conversations.  Per our records there are no calls for the month of March 2016.   Per our records we show on your Giant Eagle credit card account a late fee in the amount of $25.00 was credited on December 21, 2015.  As a courtesy we are willing to remove one more late fee in the amount of $37.00.  Your account would not be eligible for another late fee removal for eighteen months.   I have also reviewed your Meijer MasterCard® account as well as your DIAMOND ELITE account, at this time we show no late fees have been assessed.   We hope you find this information to be helpful.  Should you have questions or concerns regarding this letter, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you.   Sincerely,    Kristina W[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 [redacted]Thank you for contacting Comenity Bank regarding the above-noted account. Comenity Bank issues Carson’scredit cards, and we are here to help answer account-related questions. Your complaint, submitted to the BetterBusiness Bureau, was forwarded to my attention for review, and I...

appreciate the opportunity to assist you.Your complaint states that your purchase was interest free financing for 24 months, and that the minimumpayment calculations are incorrect. You also state that you called the Bank and this situation was to have beenresolved. You would like the Bank to correct the minimum payment due.Bank records indicate that you called and disputed the minimum payment due listed on your account onSeptember 10, 2015. This dispute indicated that you were requesting a re-payment modification. On September17, 2015, the Bank sent you a letter advising that we needed more information to resolve your dispute.For purchases made on the Waived Interest Equal Payments plan, no interest will be assessed if the purchaseis paid completely before the end of the promotional period. The customer is required to make equal monthlypayments during the promotional period.Bank records indicate that you charged three purchases to your Carson’s account and signed for the charges tobe placed on the Waived Interest Equal Payment Plans. Below is a recap of the purchases, promotional enddate, and the required equal minimum payment due.• March 23, 2015, $6,180.98, plan expires on March 24, 2017, equal payment required: $258.00.• April 14, 2015, $3,166.64, plan expires on April 15, 2017, equal payment required: $132.00.• April 23, 2015, $135.16, plan expires on April 23, 2016, equal payment required: $12.00.The total minimum due for the three plans listed above is $402.00, and is valid to remain in agreement with therepayment option for this plan, as stated in the Credit Card Agreement (CCA).Enclosed are copies of the CCA, billing statements, and sales drafts for your records.As no Bank error was found, please be advised that we are unable to change the required minimum monthlypayments due for the plan.We sincerely apologize for any frustration or inconvenience you have experienced, and we hope this informationis helpful. If you have further questions or concerns, please contact me at ###-###-####, ext. [redacted](TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]

Dear Betty Moeller: Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the My Smile Care credit account. We are here to answer your questions and assist with your concerns. We understand from your...

complaint that you had a My Smile Care account and even though you made payments, your balance kept going up. You state that you paid the balance in full and a month later you received a billing statement with a late fee and high interest rate. Furthermore, you state that you contacted our customer service department to have the late fee removed, and they refused to waive the late fee. You would like the Bank to refund all of the unnecessary charges that were billed to your account, have the information removed from your credit report, and never contact you again . Bank records indicate your payment due date is the 19th of every month. Your My Smile Care account is a regular revolving account, which means that if there is a balance, a minimum payment is required each billing period. 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. Due to a late fee credit that was issued to the account on January 4, 2017, your account is not eligible to have an additional late fee credited. We also 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. Additionally, per your request, a "cease and desist" status has been placed on your account. This cease and desist request will stop all future collection efforts, except those legally permissible. It will also suspend authorizations for new purchases on all of your accounts since we will be unable to contact you. You will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account may be changed at any time by contacting us again in writing at the below address: Comenity Capital Bank P.O. Box 183003 Columbus, OH 43218-3003 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]