Comenity Capital Bank

Dear Ms. [redacted]:We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer your questions. Your complaint was forwarded to my attention and I appreciate the...

opportunity to address your concerns.We understand from your complaint that after a loss of income last fall, your account, which had a balance of about $300.00 became delinquent and the balance has increased to $808.00. As a result of the past due payments, you have received numerous telephone calls that you feel are harassing, threatening, and intimidating, and you have been advised to have your attorney contact us. You want an explanation of the additional charges and you do not want to receive further calls about this matter.Our records indicate that as a result of non-payment, the account was assessed late fees and finance charges. 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. The last purchase of $106.35 was charged to the account on October 20, 2012. As payment was not made, the account was permanently closed on January 1, 2016, for non-payment and reported as a charge-off to the credit bureaus. The last payment was received on February 29, 2016, in the amount of $135.00; however, this payment was returned by your financial institution due to insufficient funds, and debited back to the account balance.Enclosed are copies of the billing statements for your records.Please understand that when an account becomes past due the Bank will make attempts to contact a customer for payment. Telephone calls may continue until the Bank is able to speak to the accountholder. Per your request, a “cease and desist”, status has been placed on your account. This cease and desist will stop all future collection calls. 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 BankPO Box 182273Columbus, OH 43218-2273We also reviewed the applicable telephone conversations. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. Our management team reviews calls and complaints of this nature and their recommendations will be followed.As of today, the account balance is $801.73, and no additional fees have been assessed to the balance since the account charged off. We encourage you to contact the Bank’s Recovery team at ###-###-####, to discuss suitable payment arrangements.We apologize for any frustration or inconvenience you experienced when contacting the Bank, and we hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]

Thank you for contacting the Revdex.com regarding the above-noted account. Comenity Capital Bank issues the My BJ’s Perks World for Businessaccounts, and we respond to all account-related concerns.  Your correspondence was forwarded to my attention, and I appreciate...

the opportunity to assist you.  We understand that you have concerns regarding the award of $23.28 that was to be on the account when it was converted from Barclays Bank. Please be advised that this is a business account, and the letter addressed to the Revdex.com did not have a name of whom the complaint was from.  Forthe security of the account, we are requesting that you send any requests for information and/or changes to the account, via fax on business letterhead to###-###-####. We apologize for the frustration and inconvenience that you may have experienced regarding this matter.  Should you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I would be happy to assist you.  Sincerely, Justina M[redacted]

Dear [redacted]:Thank you for your complaint, addressed to the Revdex.com, regarding the above notedaccount. Comenity Capital Bank issues Virgin America Visa@ credit card accounts, andwe respond to all account-related questions. Your complaint was forwarded to my attention, andI appreciate...

this opportunity to assist you.Your complaint indicates that you were unaware of the annual fee billed to you until you receiveda billing statement with a late fee. You contacted customer service to pay the balance and, theywere supposed to remove the late fee. Furthermore you state that you contacted customerservice again to have the account closed. You request a return of the money you paid for aservice that you were unable to use.Please be advised on July 24, 2016, $49.00 was charged to your account for the annual fee.Since your request was received beyond the 30 day timeframe to have the annual fee removed,we are unwilling to credit the $49.00.The Bank has reviewed the issues in your complaint, and in the interest of customer service, wehave reversed all of the bank fees. Please be assured that as of the date of this letter, the accounthas a zero balance, and has been closed as requested.We sincerely apologize for any inconvenience this matter may have caused you and hope thatyou find this information to be helpful. Should you have any questions or concerns, please feelfree to contact me at ###-###-#### I would be happy to assist youSincerely.[redacted]

My name is not "[redacted]", it is [redacted]. THERE IS NO [redacted] IN MY RESIDENCE! I will call my lawyer tonight and not let this go. 
Regards,

Dear Mrs. [redacted]:Thank you for sharing your concerns about your recent dental visit. I am writing to you on behalf ofthe [redacted], OH Aspen Dental branded practice, owned and operated by Ohio DentalAssociates-Judge Inc. I certainly do apologize for your experience at the [redacted], OH...

AspenDental office.I am in receipt of your complaint filed with the Revdex.com. I have reviewed it with the[redacted], OH Aspen Dental Office Manager, Heather and with the previous Office Manager,Phillip. I have been advised by both that they recently spoke with you concerning the issue with yourDental First account. Please note that Dental First and Aspen Dental are completely different andseparate companies. When you applied for and were approved by Dental First, they remitted paymentto Aspen Dental for your dental treatment. Thereafter; Dental First billed you under the promotionalcontract that you signed up for. If you feel that Dental First is incorrectly billing you for accumulatedinterest, you must take the matter up with Dental First. For your review I am enclosing with this letter copies of your financial documents.I appreciate you giving me the opportunity to respond to your inquiry. A copy of this letter has beenforwarded to the Revdex.com Office in response to your complaint. I am available for anyfurther questions at the below contact information.Sincerely,Ron H[redacted]Senior Patient Satisfaction SpecialistAspen Dental Management, Inc.Phone: ###-###-####, Extension [redacted]Fax: ###-###-####[redacted]

Dear [redacted]Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Boscov’s credit accounts. We are here to answer your questions and assist with your concerns.We understand from the correspondence that you contacted...

the Bank on February 28, 2017, to schedule a promise to pay and you were advised that your account would be noted. However, when you called back later that day to confirm if any return credits had posted to your account, you were advised that your account was past due and asked if you would like to make a payment to bring your account current. You advised the representative that there should be notes on the account regarding a promise to pay from the call earlier. However, the representative did not see any notes. You then requested to speak to a supervisor. You further state that the supervisor you spoke to was rude and became argumentative. You are requesting that the calls be reviewed, the Bank to provide you with all notations made on the account, and the supervisor’s name. Furthermore, you are requesting an account history of all the transaction for the last year. I understand your concerns and apologize for any inconvenience or frustration you may have experienced regarding this matter.Please accept our deepest apology as Comenity Capital Bank does not condone that a customer be treated with disrespect at any time. We strive to provide each of our customers with an excellent customer service experience and we apologize that you received less than that when you contacted us. Calls of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed. Your opinion of our service is important to us.Please be advised that on February 28, 2017, a note was left on your account stating that you would be making returns and a payment on March 7, 2017.Our records indicate that your account is currently three billing periods past due. The last payment of $67.00 was received on November 16, 2016. Should your account exceed six consecutive billing periods past due, your account will be permanently closed, written-off, and reported to the national credit-reporting agencies as an unpaid debt.As you have requested, I have enclosed your billing statements from April 2016 through March 2017, which will show your account transactions.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,Jenny W[redacted]Compliance Dept. – Consumer Responses

Comenity Capital Bank has received your correspondence regarding the
above-referenced account. 


Comenity Capital Bank issues The Children’s PLACE credit card.  We are here to answer your questions and
assist with your concerns. We understand from your correspondence that you...

made a payment of $72.53
to your account on August 27, 2016.  On
September 10, 2016, you returned the items, leaving a credit balance on the
account for the same amount.  You state
that you requested a refund on September 16, 2016; however, you never received
it.   You want to be refunded for the
credit balance on your account.  I am
happy to share my findings with you.Please
be advised that Comenity Capital Bank began financing the credit portfolio for
The Children’s PLACE stores, in
October 2016.  As such, we are unable to
assist you with the refund check you are requesting.  The balance on your account is zero.  Account records indicate a refund of $72.48
was issued on September 16, 2016.  This
refund was made prior to the conversion of the account to Comenity Capital
Bank.Please
contact CitiBank for assistance regarding the refund.  CitiBank may be reached by calling
###-###-####.  They
will be happy to assist you.If you have
any further questions or concerns, please contact me at ###-###-####.Sincerely,

I received a package containing the account information, this information was not available to me previously. I reviewed the information and neglected to consider the $480-$580 interest being paid per year After having the ability to review the information, I would like to apologize and I humbly withdraw the complaint ID [redacted].The resolution is satisfactory to me.
Thank You, [redacted]

I want late payments off of all of my credit history. Payments were never late they were of the wrong amount and that is the fault of your policy and procedures. Your employees are rude and threatening to consumers and that is NOT the reputation to strive for.
Regards, [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]We received your complaint, addressed to the Revdex.com, regarding your DentalFirstFinancing credit account. Comenity Capital Bank issues DentalFirst Financing credit accounts, and werespond to all account-related questions. Your complaint was forwarded to my attention,...

and I appreciatethe opportunity to assist you.We understand from your complaint that you sent in a check to make your monthly payment on yourDentalFirst Financing account; however, the payment was returned. You further state that you werecharged a $27.00 return check fee, and when asking why the check didn’t go through, the representativewouldn’t tell you why.You are requesting to have the $27.00 fee credited to your account, and to have the check mailed back toyou, as we refused to resend the check through. We understand your concerns, and sincerely apologizefor any frustration or inconvenience this matter may have caused you.After a thorough review of our Bank records, we can confirm that notification was received on August 26,2016, rejecting the payment of $150.00, due to the reason of, “Unauthorized Check #[redacted]”.Based upon this information, we ask that you contact your bank directly for further assistance regarding therejection of the payment.Once Comenity Bank receives a check it is scanned to be submitted for cashing, and the physical check isdestroyed for the consumer’s protection. Due to these circumstances we are unable to honor your requestto send your original check back to you.As we have found no Bank errors regarding this matter, we are unwilling to credit the $27.00 return checkfee.We hope you find this information to be helpful. Should you have any further questions, please contact medirectly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Diamond L[redacted]

My multiple attempts to come to an agreement have gone unanswered and business has failed to address my concerns.
Kind Regards

Comenity Capital Bank has received your correspondence regarding the above-referenced account.  Comenity Capital Bank issues the BLAIR® credit card.  We are here to answer your questions and assist with your concerns.       You state you made a payment of...

$114.95.  You state when you made the payment you made it out to Haband, instead of Blair.  You further state that although the money order has been cashed, the Bank refuses to credit your account or acknowledge your payment.  You are requesting to have the account credited, the balance refunded, and the late fees and finance charges waived. We sincerely apologize for any inconvenience or frustration this matter may have caused you.    We have reviewed our records and we are happy to share our findings.   Please understand that Comenity Capital Bank, Blair, and Haband are separate entities.  Comenity Capital Bank is responsible for addressing questions related to the credit card accounts, while Blair and Haband are responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality.  Both BLAIR® and Haband credit card accounts allow cross shopping.        I attempted to contact you by phone on December 21, 2016, and December 22, 2016; however, my attempts were unsuccessful.     The following purchases posted to your account: a purchase of $114.95 on March 31, 2016, and a purchase of $47.94 on July 5, 2016.   The following payments posted to your account: $10.00 on May 25, 2016, $33.00 on August 4, 2016, and $74.95 on September 7, 2016.        On June 2, 2016, a return of $13.99 posted to the account.    We contacted Haband, on your behalf, regarding your concerns.  They stated that on April 19, 2016, they received and processed a mail order for $114.95, as an order was received with the money order that was mailed to Haband.  As the items in the order were returned, Haband issued a refund check to you on June 14, 2016, and a separate refund check of $18.98 on June 21, 2016.         In the interest of customer service, the Bank issued a credit of $114.95 to the account.  We have issued additional credits to remove the previously assessed Bank fees.  These credits resulted in a credit balance of $84.29; as such, a refund check of $84.29 is being issued.  Please allow 14 days to receive the refund check, as it is being sent by a separate mailing.          I hope you found this information to be helpful.  If you have any questions or concerns, please feel free to contact me at ###-###-####.             Sincerely,

Dear [redacted]   Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.  Comenity Capital Bank issues David’s Bridal credit cards. We are here to answer your questions and assist with your concerns.   We understand from your additional complaint that you feel that laws were broken and you are requesting that the Bank clear the account balance to zero and that there is no impact on your credit report. We apologize for any inconvenience this matter may have caused you.   As previously advised, we understand that you were dissatisfied with the service you received while speaking with our associate. It is never the intention of Comenity Capital Bank to frustrate our customers. Our goal is to provide excellent customer service, and we are disappointed when this does not occur. Our management team reviews calls of this nature, and makes appropriate recommendations for training or counseling purposes. Also, after review of the telephone call, we found that no laws were broken; therefore, Comenity Capital Bank respectfully declines your request to zero the balance on the above-referenced account.   I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.                                         ...⇄ Sincerely,    Ashley H[redacted]

Dear Ms. [redacted]   Thank you for contacting the Revdex.com, regarding the above-referenced account.  Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with all account-related questions.  Your complaint was forwarded to my attention, and I...

appreciate the opportunity to assist you.   You state that on April 5, 2016, you received a phone call from a representative of the Bank regarding a disputed bill from Blair Clothing.  You placed an order through Blair and returned four of the items, as they did not fit.  You state you made payments of $20.00 to $25.00 monthly, on the third to the fifth of each month; however, you stopped making payments when Blair kept adding on late fees in spite of the fact that you were told that your payment was due on the seventh of each month.  You further state, although you have only kept one item totaling $100.00, plus taxes and shipping fees, you have paid $227.00, and you have never been credited for the items you returned.  When you spoke with the representative of the Bank, although you advised that you could only make small payments, you were told that he would contact Blair and state that  you were refusing to pay the bill.  We sincerely apologize for any frustration or inconvenience this matter may have caused you.       Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns.  Comenity Capital Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that.    Our records indicate the above-referenced account was opened on August 23, 2014.  The last purchase was for $14.97 on October 28, 2014, and the last payment in the amount of $25.00 posted to the account on November 4, 2015.  On March 6, 2016, due to non-receipt of payment, the account was permanently closed, and reported to the national credit-reporting agencies as an unpaid debt, with a balance of $398.15.   Thank you for speaking with me on June 10, 2016.  As a follow-up to our conversation, please be advised that Comenity Capital Bank has decided to no longer hold you responsible for the remaining account balance.  In the interest of customer service, credits totaling $398.15 were issued to the account to remove the previously assessed late fees and finance charges.  These credits have posted and brought the account to a zero balance.        Notification has been sent to the national-credit reporting agencies with instructions to have the BLAIR® account deleted from your credit bureau report.  Please allow up to 45 days for the credit-reporting agencies to update this information in their records.             We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you.   Sincerely, Laura R[redacted]

Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the My BJ’s Perks [redacted] credit card. We are here to answer your questions and assist with your concerns.   We previously received and responded to your...

correspondence submitted to the [redacted] Department of State, Division of Consumer Protection regarding this same matter. Please find enclosed a copy of our response dated July 6, 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 [redacted].                                         ...⇄ Sincerely,  Kaija M[redacted] Compliance Dept. – Consumer Responses

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

assist you. We understand from your compliant that you have made several attempts to use your account, and have been unsuccessful. When online placing an order, you are required to use the account number, but because the account was new you didn’t have the account number. You attempted to gain the information by contacting customer care, and were unable to receive the account number. You are requesting to have the account closed and removed from your credit report. We apologize for the frustration you may have experienced as a result of this situation. We have reviewed the concerns in your correspondence as well as the applicable telephone conversations. Please be assured that calls of this nature are referred to management so additional training can be provided to our associates. We are committed to providing the best customer service, and we are disappointed when a customer receives less than that. The account was closed per your request. We have submitted a request to the national credit-reporting agencies to remove the account, and inquiry, from your credit report. Please allow the credit agencies 30-45 business days to update their records. Please be aware that due to their compliance policies, the credit bureaus do not delete inquiries from a consumer’s credit bureau report. However, when the Bank requests that an inquiry be removed, the credit bureaus will change it to a soft inquiry. This means that the inquiry only appears when the consumer pulls his or her own credit report. A soft inquiry does not appear on a consumer’s credit report that is provided to a lender or any other authorized party, and it does not impact the consumer’s credit score. Therefore, you will continue to see the inquiry on your credit report, but it will not be visible to anyone else who may pull your credit report. Although you have closed your account, we hope you will continue to shop with [redacted]. Should you have any further questions, please contact me directly at ###-###-####, ext. 7293047 (TDD/TTY [redacted]. I will be happy to assist you. Sincerely, Diamond L[redacted] Diamond L[redacted] Consumer Relations Specialist

Dear Ms. [redacted]: Thank you for contacting the Revdex.com, regarding the above-referenced account. Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with account-related questions. Your complaint was forwarded to my attention, and I appreciate the...

opportunity to assist you. You state in July 2014, you placed an order for one pair of slippers and one pair of pants.  You did not receive the slippers as they were out of stock, and you returned the pants as they were too small.  You further state, even though you have told the Bank that you don’t owe anything, you are receiving telephone calls between nine to twelve times a day.  You are still receiving bills and charges are being added.  You are requesting for the balance to be credited, as you do not owe anything, and for your credit bureau report to be corrected.  We sincerely apologize for any inconvenience or frustration this matter may have caused you.  Please understand that Comenity Capital Bank and Blair are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to BLAIR® credit card accounts, while Blair is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling.  When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded.  Additionally, if you use the provided Smart Label for the return, your account is billed $9.99 for the cost of the return shipping. We contacted Blair, on your behalf, regarding your complaint.  On February 29, 2016, they issued credits totaling $15.98 to remove the Smart Label fee, and the shipping and handling charges.  The Bank issued credits totaling $119.37 to remove the previously assessed late fees and finance charges.  Thank you for bringing this matter to our attention.  As a token of our appreciation and in the interest of customer service, the Bank has issued a separate credit of $34.02 to the account.  All credits have posted to the account and resulted in a credit balance of $50.00.  Because the account has a credit balance, we have requested a refund check in the amount of $50.00 be sent to you.  Please allow 14 days to receive the refund check, as it is being sent in a separate mailing.        Notification has been sent to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the BLAIR®  account, from your credit bureau report.  We can confirm that the credit-reporting agencies have updated this information in their records.  When the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account.  Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status.  Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Capital Bank may call you until our attempt to communicate is successful.    Please be assured, we have updated the telephone number ending in [redacted] so that you no longer receive telephone calls from the Bank.  All calls should have ceased by this time.         We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you. Sincerely, Laura R[redacted]

I am rejecting this response because:  Absolutely not true.  I checked ALL of my email inboxes, including the junk folder and the last time I ever received a statement from Overstock was August 9, 2016.  I received an email confirming my payment February 6th, but have never received a statement  noting the build up of fees.  MY guess is that a statement was not sent to me because I did not carry a balance.  Furthermore, docking my credit score was a sneaky thing to do considering my excellent payment history with Comenity and Overstock.I want to emphatically state one more time:  3 months of stacked late fees and a demerit on my credit occurred without me being notified.  This is not right, and not ethical.  
Regards,[redacted]

Dear Mr. [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account.  Comenity Capital Bank issues TigerDirect.com® credit card accounts, and we are here to assist with your account-related questions.  Your complaint was...

forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you placed a call to the Bank to discuss a letter received from the Bank regarding the credit-reporting of the account.  You state that previously, in January 2016, set up a payment plan to settle this account, and were advised if you kept this arrangement then the account would be discharged and the account would not report as a “charge off” on your credit file.  However, after reviewing your credit file, you found that the account was reporting as a “charge off”.  At that time you called the Bank and spoke to a representative to have the “charge off” status on your credit file removed.  You state that the representative you spoke with advised you that the account was written off and the “charge off” status could not be removed.  You also state that the representative was matter of fact and was not helpful.  Additionally, you state that after speaking to another representative, she advised you to dispute this “charge off” reporting, and supplied you with the address to have this updated.  The Bank has reviewed the issues in your complaint, as well as the applicable telephone conversations.  We apologize if you felt that you did not receive the best customer service.  It is never the Bank’s intention to treat our customers in a less than satisfactory manner.  Comenity Bank is committed to providing the best customer service, and is disappointed when a customer feels that this standard was not met. It was a pleasure speaking with you on September 28, 2016.  Per our discussion, I advised you that Comenity Capital Bank is reporting the above-referenced account as “settled, paid for less than the full balance”. Comenity Capital Bank is required by law to report factual data to the credit bureaus with regard to account activity.  A recent review of the information being reported for your TigerDirect.com® credit card account did indicate a discrepancy.  To address your concern, we have updated our records and notified the credit-reporting agencies of the changes that need to be made to your credit report.  Please allow 45 days for their records to be updated.  Please understand that the charge off status is correct; however, the reporting does indicate that the account is considered paid in full. We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions about your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you. Sincerely, Renee S[redacted]