Comenity Capital Bank

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the GEM Account credit card account. We are here to answer your questions and assist with your concerns.We previously received and responded to your correspondence...

submitted to the Consumer Financial Protection Bureau regarding this same matter. Please find enclosed a copy of our response dated September 14, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932.Sincerely,Megan M[redacted]Compliance Dept. – Consumer ResponsesEnclosurecc: Revdex.com

TThey still are refusing to address the issue that the return was made due to an error on their part, not mine. I did not order the wrong size, their order taker did. When I immiatrely brought the mistake to their attention, I was told I would not be resposible for a return fee. Instead of honoring their promise to me, they insist they are not at fault. I have been a long time customer of theirs for many years but I will no longer continue to do business with a company as dishonest & uncaring as they are. Its a shame that I cant find someone who understands what happened & accept responsibility. 
Regards,
[redacted]

I need to see a 2 year history of this acccount. You acknowledge I was not receiving statements, and informed me I had received a $157. credit in May of 2016 ?   I never received that notification either.   Again, during 2016, I had total interest charges of $2.18 and fees of over $115 ???    This would indicate that I had very little use of the credit extended, yet was being charged fees constantly ???     STILL, I have not rececived a statement, yet somehow still own you $63.59 -   For what... when...    You have my physical address, please mail me that 2 year accumulation of charges.
Regards, [redacted]

Comenity Capital Bank (Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank issues the Century 21 Department StoresC21STATUS credit card. We are here to answer your questions and assist with your concerns.Your correspondence states you have been a victim...

of fraud. Please be assured your concernshave been forwarded to our Account Protection (Fraud) Team, and fraud case number [redacted]-2 was opened on November 3, 2017. The investigation may take up to 90 days to be completed,and you will be notified by mail of the outcome. The account has been closed to prevent anyfurther charges.If you believe you have been a victim of identity theft, or there was an attempted identity theftusing your identity, there are some steps we suggest you immediately consider taking if you havenot done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditorsto contact you before they open any new accounts or change your existing accounts. Todo this, you can contact any one of the consumer reporting companies mentioned below.If you contact any one of them, the one you contact is required to notify the other two toplace an alert on their files as well.Experian (TRW) Equifax (CBI) TransUnion Corp (TRU)PO Box 2002701 Experian ParkwayAllen, TX 75013-0036(888) 397-3742PO Box 740241Atlanta, GA 30374-0241(800) 685-1111PO Box 390Springfield, PA 19064-0390(800) 916-8800www.experian.com www.equifax.com www.transunion.com2. Identity theft is a crime. You can file a report with your local police or the police departmentin the community where the crime took place. Many police departments have a specialIdentity Theft Report, which is a police report with more than the usual amount of detail. Ifthe detailed Identity Theft Report is available, we recommend you obtain a copy in orderto protect your rights.3. You can go to the Federal Trade Commission website on identity theft: www.ftc.gov/idtheft. It contains additional information and will refer you to resources that could be helpful in dealing with your situation.I hope you found this information to be helpful. Should you have any additional questions or concerns about the investigation, please contact our Account Protection (Fraud) Team at (800) 888-1726.Sincerely,A. F[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com

I am rejecting this response because:even though I paid the bill I did not get what I contracted for.  I assumed that I would pay the bill and then dispute the charge.   I have emails and letters supporting that the restaurant was wrong.  The bank should be on my side.  I paid a bill that was fraudulent, the Credit Card co should support the consumer in this matter.  What the CC co is telling the consumer that they should not pay a bill first and dispute later.  I had all the facts on my side and document to support my claim.  The only mistake I made was paying the bill.  That should not be.  The CC co should support me and get paid from the merchant.  
Regards,[redacted]

Dear Mr. [redacted]We received your complaint, addressed to the Revdex.com, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the...

opportunity to assist you.We understand from the complaint that you are continuing to receive late fees on the above-referenced account. Additionally, you are requesting to receive a free return shipping label to return the bowls and would like to receive a full credit. We understand your concerns and apologize for any frustration this matter may have caused you.We spoke to HSN on your behalf and are happy to share that HSN is willing to accept the return of the Wolfgang Puck 12 piece Stainless Mixing Bowl set purchased on April 18, 2015. Please be assured, Jay, an HSN representative, will be reaching out to you via telephone in regard to the process for returning the merchandise.Please be advised that your due date is the tenth of each month, and this date will not change. 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.To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you.Online: Online payments submitted before 8:00 p.m. Eastern Time (ET) can be credited to your account the same-day. Online payments submitted after 8:00 p.m. ET will be credited the following day (or on your future scheduled payment date). Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your HSN credit card account.Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We recommend allowing a week for the payment to arrive. If you’re a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible.Phone: If you need to make a same-day payment, you may call us at the phone number on the back of your billing statement before 8:00 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative.The above information and more can be found by visiting: http://www.comenity.net/comenity/Using Account/CustomerResourceCenter.Although there were no Bank errors, in the interest of customer service, we issued a $32.00 credit for the recently assessed late fee.Please be advised, as the product has not yet been returned, the account balance is valid. As of the dateof this letter, the balance on your HSN account is $71.55.We value you as a customer, and hope you find this information to be helpful. If you have any furtherquestions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I willbe happy to assist you.Sincerely,Ashley R[redacted]

Dear [redacted]We have received your complaint, addressed to the Revdex.com, regarding telephone calls that you are receiving from Comenity Bank.  Comenity Bank issues multiple credit card accounts, and we are here to assist with your questions.  Your complaint was...

forwarded to my attention, and I appreciate the opportunity to respond to your concerns.Your complaint indicates that you are receiving telephone calls from Comenity Bank regarding a matter not related to you. The telephone calls placed to the telephone number ending in [redacted] were attempts by the Bank to contact one of our customers regarding a business matter.  The Bank has honored your request to cease all phone calls to the telephone number ending in [redacted], regarding the matter unrelated to you. If you are receiving phone calls from the Bank on a different telephone number, regarding a matter not related to you, please do not hesitate to contact us directly. Please accept our apology for any inconvenience that you may have experienced regarding this situation.  If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you.Sincerely, Renee S[redacted]

Dear [redacted] We received your additional complaint 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, addressed to the Better Business...

Bureau, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand your frustration because American Laser Skincare went out of business and you are not able to pursue obtaining services; however, we are only able to help you with your American Laser Skincare credit card account. Your complaint states that you did not receive all treatments and you are requesting a refund in full for what you have been charged and to be refunded money you have paid towards those treatments. In addition, you are requesting compensation of $4,237.50 for time spent researching details for the Bank and an additional $15,000.00 to obtain services that were not rendered by American Laser Skincare, from a qualified plastic surgeon of your choice. We have reviewed your account, and our records indicate that the Bank previously responded to this complaint on January 8, 2015, March 10, 2015, and September 12, 2015. Enclosed with those responses was a dispute form that needed to be filled out with information so that we may complete your dispute. To better assist you, please provide the following information: ? The dates the packages were purchased. ? How many treatments were you contracted to receive for each charge? ? How many treatments you did not receive for each charge? 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]

the credit inquiries showing on my credit reports are all from Comenity bank. Comenity bank ran my credit , approved me for these accounts , issued cards for these accounts and then decided to close because of multiple inquiries which all the Inquiries were from there organization. I was approved  for these cards based on my credit . I was able to use them and then all of the sudden out of no where decided to close them and damage my credit. I do pay on them still even though they closed them and request for this to be escalated immediately and the accounts re-opened as they closed them from Inquiries that were on my account by them . ALL the inquiries were COMMENITY bank. They approved the accounts. They asked me to call in and I spoke to a rep who approved multiple account opening on the same call. SO if there policy was not to issue multiple accounts then they should train there representatives to handle these situations. I do not accept this resolution as I did nothing wrong but apply for accounts at retailers I purchase from on a regular basis. I pay the accounts and you all have damaged my credit by closing these accounts.
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:  I am very thankful that you have helped me !!! 
I reviewed the response made by the business in reference to complaint ID 11951272, and find the resolution is satisfactory to me.
Regards,
[redacted]

The reason for not accepting this so called "resolution" is because Zales comenity is being ignorant to the fact of what I am disputing. They proceed as if I do not understand the promotional account rolling over into a regular account with the accrued interest tacked on at the end of the promo period. That is not what I am disputing. I am disputing the fact that their payment system was flawed and did not process my statement payoff as it was supposed to. I had the payment set up to have the card paid off however it still only took the minimum payment that was always scheduled in case of an emergency. Their technological errors should not be pinned on the consumer when the consumer has the appropriate funds to pay. When I called them and spoke with a "customer service" rep, they presumed I did not understand why I had the interest accrued to the balance, however I knew why, I just didn't know why my payment was not accepted so I could avoid that interest. They clearly do no listen to their customers and completely disregarded the content of my complaint. This is complete negligence and I will do whatever I can within my means to fight this. I have been  in contact with a legal representative regarding this matter and will take action if there is no resolve to the problem.

Thank you for contacting Comenity Bank, regarding the above-referenced account. As the bankthat issues [redacted] credit card accounts, we are here to assist with all accountrelatedquestions. Your complaint, addressed to the Revdex.com, was forwarded tomy attention, and I...

appreciate the opportunity to respond to your concerns,We understand from your complaint, on November 6, 2014, you purchased a Necklace andBracelet set from [redacted], and placed the purchase on a twelve month deferredinterest payment required plan, due to expire on November 7, 2015. You state, over the courseof four months, you made extra payments totaling $8,000.00 to cover the deferred paymentplan, in addition to your regular monthly minimum due payments. To ensure that your paymentswere being distributed correctly, you contacted Comenity Bank every month with directions toapply the extra payments towards the deferred payment plan. Unbeknownst to you, the extrapayments were not accurately credited to the deferred payment plan; as such, your [redacted] account was charged $2,200.00 in finance charges, which was reflected on yourDecember 201 5, monthly billing statement.You are requesting Comenity Bank correct your [redacted] credit card account byremoving the high interest charge, and adjust the promotional plan balance to reflect the correctamount.I understand your concerns and would like to apologize for any inconvenience and frustrationthis matter may have caused you.Please be advised, the Bank has reviewed the issues outlined in your complaint, as well as theapplicable telephone conversations dated August 13, 2015, October 12, 2015 and October 28,2015. We apologize that your request to apply the extra payments towards the deferredpayment plan was not honored. It is never the Bank's intention to inconvenience a customer orcause undue hardship. Calls and letters of this nature are reviewed by our management team,and their recommendations regarding an appropriate resolution are followed.In the interest of customer service, Comenity Bank has issued a credit towards your [redacted] account totaling $2,263.79, which will reduce your balance from $6,019.90 to$3,756.11. Please allow up to two billing cycles for the adjustment to reflect on your nextstatement.

Dear Ms. [redacted]  We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned account.  Comenity Capital Bank issues Lenovo™ 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 a purchase for one laptop from Lenovo™ and when you received your billing statement you noticed that you were charged twice.  You contacted customer service and you were advised that the additional charge was an authorization charge and that it would fall off your account in 30 days.  We understand that the duplicate charge is impacting your credit score.  You are requesting that the Bank update your account balance to reflect one charge of $552.49 and update the balance on your account with the credit-reporting agencies.  We would like to apologize for any inconvenience this matter may have caused you.   We have contacted Lenovo on your behalf regarding the duplicate purchase for $552.49, charged on August 25, 2016.  Please be advised that credit totaling $552.49 was issued to your account on October 6, 2016.  The balance on your account is $502.49.   While we investigated this matter, we issued your account a temporary credit, which appears on your billing statement as a "provisional credit".  On your next statement, the provisional credit will be removed.   Please be assured that notification has been sent to the national credit-reporting agencies to advise the correct account balance as of the September 8, 2016, bill date was $552.49.   Please allow the credit-reporting agencies 45 days to update their records.   Additionally, when we contacted Lenovo, we asked about the information you were provided regarding the “authorization charge” and then an additional charge once the item is shipped.  We apologize if this information was miscommunicated to you.  Lenovo provided the following information regarding their credit card authorization process:  During checkout, Lenovo will request a pre-authorization for the total order amount from your credit card company, this is not an actual charge.  Once your order ships, your credit card will be charged.  If you ordered more than one item, there may be multiple charges as items ship separately as they become available.  This will not increase your shipping charges.  At times, we may have to re-authorize your credit card for the unshipped amount.  This may result in a duplicate authorization that will be released according to your banks authorization hold policy.  Again, this is a hold on the funds, not an actual charge.   The double charge on your account was an error, not the result of an authorization charge.   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. 7293197 (TDD/TTY ###-###-####).  I will be happy to assist you.   Sincerely,    Ashley H[redacted]

I went online today to respond that my complaint has now been resolved only to find that the complaint had been closed. The reason I did not respond “satisfied” to the resolution of this complaint previously is that I was waiting for them to send me the information that had been used to open this account in my name. I have now received that information and “feel the complaint was handled satisfactorily by Comenity Capital Bank. I am going to take this information to my local police station where it will be added to the file I opened previously. I do wonder whether anyone is following up on trying somehow to catch the person who did open this account by checking the incorrect telephone number and email address they used when they applied for this account.As far as I am concerned this complaint can be marked “Customer Satisfied” at this point.Thank you,[redacted]

Dear Ms. [redacted]   We received your complaint, addressed to the Revdex.com, regarding your HSN credit card account.  Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions.  Your complaint was forwarded to my...

attention, and I appreciate the opportunity to assist you.  We understand from your complaint that two purchases were applied to your HSN credit card account.  You state that you have been paying off the account slowly, due to the high interest rate, and that you cancelled your enrollment in Account Assure, due to the monthly fees that were assessed to the account.  Furthermore, you state that you recently noticed charges on the account which you were told was a result of not paying something off in a certain amount of time.  You are requesting a refund for the excessive charges and/or requesting the Bank close your account without reporting it on your credit file.  We understand your concerns, and sincerely apologize for any frustration or inconvenience this matter may have caused you.  After a thorough investigation, our records indicate on September 18, 2014, a purchase of $1,578.40 was applied to the account for a MacBook Air 1.4 GHZ 1, and was placed on plan 441-1: a 9-month deferred interest payment required plan, due to expire on June 22, 2015.  On June 22, 2015, the above-referenced promotional plan still had a balance due of $888.70; therefore, finance charges totaling $243.62 were assessed to the account.   On September 19, 2014, a purchase of $249.95 was applied to the account for a HPP Laptop 3YR Repair Plan, and was placed on plan 441-2: a 9-month deferred interest payment required plan, due to expire on June 23, 2015.  On June 23, 2015, the above-referenced promotional plan still had a balance due of $183.60; therefore, finance charges totaling $48.32 were assessed to the account.   Please be advised, as agreed upon at the time of purchase, no interest would be assessed to the account should the balance of your promotional plans be paid in full as of the scheduled ending date.  Furthermore, information about your promotional plans was provided to you on your monthly billing statements in the “Details of your plans” section.  Specifically, accountholders are instructed that should a balance not be paid in full by the promotional plan end date, accrued finance charges dating back to the original date of purchase, will be assessed to the account.   On May 6, 2015, a purchase of $64.75 for Dr. Ho’s Perfect Back was applied to the account, and on May 7, 2015, a purchase of $23.10 for Remedy Contoured Mem was applied to the account.  Please note, on June 9, 2015, the Bank received a credit of $57.80 for the returned Dr. Ho’s Perfect Back.   Please note, when a customer orders merchandise from HSN, the account is charged for the cost of the merchandise, sales tax (if applicable), and shipping and handling.  When the merchandise is returned, the HSN account is credited for the merchandise and the applicable sales tax.  In addition, if the provided return label is used to return the package, the return label fee of $6.95 is deducted from the overall return.   Our records further indicate that you elected to enroll in Account Assure, an optional debt cancellation program on September 29, 2014.  The monthly fee for Account Assure was based on the outstanding monthly balance of your HSN account each month.  The monthly fee was $1.99 per $100.00 of the outstanding balance.  If there was no balance at billing, there was no charge.  Please note your enrollment in Account Assure was cancelled on May 29, 2015.  Comenity Capital Bank is required to report factual information to the national credit-reporting agencies; as such, we are unwilling to close the account without reporting it on your credit file.  Furthermore, the Bank regrettably denies your request for a refund of the finance charges applied to your HSN account.  However, in the interest of customer service, a credit of $25.00 was issued to the account for a previously assessed late fee.   As of the date of this letter, your account has a revolving balance of $1,310.00.  Our records indicate that the annual percentage rate for revolving balances on your HSN credit card is 26.99%.  If there is a revolving balance on your account at the end of each billing cycle, finance charges will be assessed monthly, pursuant to the terms of the Credit Card Agreement (CCA).  We hope you find this information to be helpful.  Should you have any further questions, or if you would like to close your HSN credit card account, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you.  Sincerely, Lauren S[redacted]

Dear [redacted]:Comenity Capital Bank (Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank issues the Haband credit card. We are here to answeryour questions and assist with your concerns.We understand from your complaint that you are not satisfied...

with Haband’s return policy, andyou have concerns regarding the fee for the return label. We apologize for any frustration this hascaused you.Please understand that Comenity Capital Bank and Haband are two separate entities. ComenityCapital Bank is responsible for addressing questions related to your credit card account, whileHaband is responsible for handling matters related to sales, merchandise processing, returns,and shipping. For concerns about products, returns, or exchanges you would need to contactHaband directly at ###-###-####. They will be happy to assist you.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,[redacted]Compliance Dept. – Consumer Responses

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Capital Bank issues the Overstock Store credit card. We are here to answer your questions andassist with your concerns.We understand from your correspondence, submitted to the Better...

Business Bureau, that you purchasedfurniture from Overstock, as they advertised a 12 month no interest credit card. After checking yourstatement, you noticed that you were being charged interest. You contacted the Bank and were advisedthat you would have to contact Overstock to discuss this matter. You contacted Overstock and were advisedthat you would have to return the merchandise and re-purchase it on this plan. You are requesting thepurchases moved to the 12 month deferred interest promotional plan and the interest credited to your account.Please note Comenity Capital Bank and Overstock are two separate entities. The Bank issues and isresponsible for addressing questions related to your credit card account. Overstock is responsible forhandling matters related to sales, merchandise processing, returns and shipping.If you would like to discuss the purchase not being applied to the 12 month deferred interest promotionalplan, please contact Overstock directly at ###-###-####. They will be happy to assist you.Please note, per the Credit Card Agreement a finance charge will be applied when a balance is carriedfrom one month to the next month. As the Bank finds the interest charges to be valid, we are unwilling tocredit any fees at this time.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Renee S[redacted]Compliance Dept. – Consumer Responses

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Zales credit card. We are here to answer your questions and assist with your concerns.   You state in your complaint that you continue to receive collection...

notices from the Bank due to an ongoing billing issue that you have attempted to resolve with Zales. Prior to making your purchase in February 2017, you set the account up on automatic payments, which were linked to your credit card. You assumed that when you made the purchase that your account would be automatically deducted. Two months later you received a phone call from collections. Then you were contacted by a representative from the Bank, who you state was rude and would not waive any of the late fees. You further stated that the representative would not provide you with the Corporate phone number for the Bank or provide instructions on how to set up automatic payments to avoid late fees.   You state that you filed a complaint with Zales Corporate to no avail. However, you were informed that a representative from the Bank would reach out to you, but you never received a call. You state that your credit score has been impacted by this matter and you are considering legal action as the Bank violated the Fair Credit Reporting Act. You request all of the late fees waived, and the credit reporting corrected, once you pay off the balance.   I have reviewed the concerns noted in your correspondence and would like to provide you with the following information. Please note that Zales and Comenity Capital Bank are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Zales is responsible for handling matters related to sales, merchandise processing, returns and shipping. Therefore, Zales would not have been able to assist you with the Zales account.   A purchase was charged to the account on February 13, 2017, for $79.49. A billing statement was issued on March 1, 2017, with a balance of $79.49 and a minimum payment of $25.00 due by March 27, 2017. 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. Since no payment was received by the due date, a late fee and finance charge were assessed to the account. Additional billing statements were issued April 1, 2017, and May 1, 2017. Due to no payments made the applicable late fees and finance charges were assessed to the account.   A billing statement was issued June 1, 2017, with a balance of $183.22 and a minimum payment of $50.00 due by June 27, 2017.   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.   When an account is delinquent, we will make proactive attempts to contact the customer, communicate the situation and work out payment arrangements to minimize any negative credit reporting. Many times a payment is overlooked, and reminder calls or payment discussions are helpful to bring the account back to a current status. Please note that the collection calls were from the Bank. During the phone call on May 22, 2017, there was no request for a Corporate phone number for the Bank. Additionally, the representative did offer to transfer you to Customer Care to provide you with the online information. When you spoke with the Bank on June 12, 2017, the representative assisted you with a payment of $50.00 and removed a late fee in the amount of $37.00.   A billing statement was issued July 1, 2017, with a balance of $99.32 and a minimum payment of $25.00 due by July 27, 2017. A payment was not received by the due date and a late fee and finance charge were assessed to the account.   Comenity Capital Bank does not offer automatic payments as a payment option; therefore, the account was not set up on automatic payments. To register online to make payments in the future, please ensure that you are visiting the website: https://comenity.net/zalesoutlet. To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you.   In-store: If the retailer listed on your card has a store near you, you may be able to drop off your payment in the store so it can be applied to your account on the same day. Check the back of your billing statement to see if in-store payments are available for your account.   Online: Online payments submitted through the Bank’s online Account Center before 8:00 p.m. Eastern Time (ET) will be credited to your account on the same day, unless you select a date in the future. Online payments submitted after 8:00 p.m. ET will be credited the following day (or on a future scheduled payment date).   Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We recommend allowing up to 10 days for the payment to arrive. If you’re a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible.   Phone: If you need to make a same-day payment, you may call us at the phone number on the back of your billing statement before 8:00 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative.   The above information and more can be found by visiting:   http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenter   We applied a courtesy late fee credit to your account on June 12, 2017, as such, we respectfully decline your request to credit any additional late fees.   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 (800) 820-8932.                                         ...⇄ Sincerely,   Kaija M[redacted] Compliance Dept. – Consumer Responses   cc: Revdex.com

Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Haband credit card. We are here to answer your questions and assist with your concerns.   We understand from your complaint, that you placed an order totaling $18.39...

on March 15, 2017, you were charged $11.40 for the item and $6.99 for shipping and handling. You were not satisfied with the item and you mailed it back using the packaging provided and the return shipping label. You state that Haband charges $9.99 for returns. You also state that your sisters account was credited $1.41, and it would be nice to have more credited to the account. I am happy to share my findings.   Please be advised that we have sent a separate letter to your sister, addressing the concerns noted in your correspondence, as we are prohibited from sharing account details with unauthorized third parties.   I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.             Sincerely,   Kaija M[redacted] Compliance Dept. – Consumer Responses   cc: Revdex.com

Dear [redacted]We received your additional complaint regarding the above-referenced account. ComenityCapital Bank previously issued American Laser Skincare credit accounts, and we are here tohelp with account-related questions. Your complaint, addressed to the Revdex.com,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 respondedto this complaint on October 19, 2015. In that response, you were advised that a credit wasissued for the unused treatments. We have enclosed a copy of our previous response for yourrecords.As of the date of this letter, the account balance is $1,518.79. We consider this remainingbalance to be valid.We apologize for any inconvenience this matter may have caused you. Should you have anyadditional questions or concerns, please contact me at ###-###-####, ext. [redacted](TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]