Comenity Capital Bank

Dear Mr. [redacted]  Thank you for contacting Comenity Capital Bank regarding the above-referenced account.  As the bank that issues your HSN credit card account, we are here to help with your 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 understand from your complaint that you never purchased anything, nor applied for a credit card from this company.  Additionally, you state that you are receiving calls from Comenity Capital Bank and are requesting the calls to stop.  I am happy to share my findings with you.  Please be assured that a “do not call” status was placed on the telephone number ending in [redacted] as requested.  The calls should have stopped by now.  After a thorough review, our records indicate that a HSN account was opened on September 29, 2014; in the name of [redacted]  The last purchase of $219.45 was made on October 2, 2014, and the last payment of $35.00 was received on June 11, 2015.  Use of the account or failure to close the account within 30 days of receiving the Credit Card Agreement (CCA) indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees.  Please find a summary of your HSN account below.  I have enclosed a copy of the account Credit Card Agreement (CCA), as well as copies of your billing statements which show the account activity that comprised the account balance and delinquencies which are reporting to the credit bureaus.  As of the date of this letter, the account balance is $378.20 with a payment of $44.00 due by August 12, 2015.  If the minimum payment is not received by the due date or is less than the minimum due, a late fee and finance charge will be assessed to the account in accordance with the CCA.  We hope this information is helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions regarding your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).  I will be happy to assist you.  Sincerely,  Renee S[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 reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution...

is satisfactory to me, however I would like to correct a statements in your response letter. You stated:  "In order to enroll in the [redacted] program, you would have clicked on one of the offers presented while you were placing your order with [redacted]. Once you clicked on the offer, you would have been directed to a website providing you with the membership details. Within those details, it would have been disclosed that the cost of the program was $1.99 for the first month and $14.97 per month thereafter. In order to complete enrollment, you would have entered your email address and zip code and clicked the “Join Now!” button to accept the membership offer. As a result of the enrollment, your account was charged $1.99 on September 9, 2016".  This statement is not true, I would never have sign up to be a part of [redacted] program, as I only use my [redacted] account a few times since it has been open. This program would not benefit me. I also never gave my consent, nor did I supply them with my email for this purpose, [redacted] has always had my email address. Regards,  [redacted]

Dear Mr. [redacted]We received the complaint you sent to the Revdex.com of Central Ohio(Revdex.com) regarding PayPal Credit. Your correspondence was forwarded to ComenityCapital Bank. The PayPal Credit product is issued by Comenity Capital Bank andserviced by Bill Me Later, Inc. PayPal Credit is a...

payment option made available bymany merchants to their customers.Our records indicate you filed two complaints through the Consumer FinancialProtection Bureau (CFPB) regarding this same matter to which PayPal Credit hasresponded. As such, we consider this matter to be resolved. Copies of the responses tothese complaints are enclosed for your reference.I hope you have found this information to be helpful. If you have any questions orconcerns, please feel free to contact me at ###-###-####.Sincerely,[redacted]Compliance Dept. - Consumer Responses

Dear Mr. [redacted]:   Thank you for contacting the Revdex.com on behalf of [redacted], regarding the above-referenced account.  Comenity Capital Bank issues Gold Violin® 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 that you began paying the bills on this account in February 2016, as your wife was in the hospital.  You further state, you received a bill for $268.82, which you paid in full on February 23, 2016.  In March 2016, you received a bill for $14.97, which you paid thinking that you may have missed something the previous month.  After you received another bill in the amount of $14.97 in April 2016, you called the number provided on the billing statement, and spoke with a representative from Gold Violin VIP Plus who informed you that the $14.97 was a charge for VIP Plus.  When you asked the representative to close the account, she stated that she could cancel the VIP Plus program; however, you would need to call another number to have the credit card account closed.  When you contacted the Bank to have the account closed, you were told that because the account was listed in your wife’s name, you were unable to close the account or make any changes, and that the Bank would need to speak with your wife.  In May 2016, you received another bill for $14.97, which you paid to avoid being charged a late fee.  You are requesting for the account to be closed, and a refund issued for all of the money that you paid after you made the February 2016 payment.   We sincerely apologize for any inconvenience or frustration this matter may have caused you.    Thank you for speaking with me on August 31, 2016, and for providing me a copy of your Power of Attorney (POA) documentation.  Please be assured, we have updated the account to reflect this information.  On September 1, 2016, the above-referenced account was closed, per your request.    Please understand that Comenity Capital Bank and Gold Violin are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to Gold Violin® credit card accounts, while Gold Violin is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality.    The Gold Violin VIP Plus program is an optional service that is offered through Gold Violin.  This program offers a special introductory price of $1.99 for the first 30 days, and if the customer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the account each month.  Cancellation may be made at any time with no further obligation.   Our records also indicate that the account was billed for five Gold Violin VIP Plus charges at $14.97 each, and one Gold Violin VIP Plus introductory charge of $1.99.  The following purchases posted to the account: $58.99 on October 21, 2015, and $160.00 on October 23, 2015.  The following payments posted to the account: $33.00 on December 13, 2015, $20.00 on December 16, 2015, $268.83 on February 26, 2016, $14.97 on March 27, 2016, and $30.94 on May 27, 2016.   We reached out to Gold Violin, on your behalf, and their records confirmed that the Gold Violin VIP Plus program was cancelled on April 24, 2016.  On August 31, 2016, they issued credits totaling $29.94, to remove two Gold Violin VIP Plus charges.        In the interest of customer service, the Bank has issued additional credits to refund you for the  payment of the Gold Violin VIP Plus program introductory charge of $1.99 and three monthly membership fees of $14.97 each.  The Bank has also issued credits totaling $71.91, to remove the previously assessed late fees and finance charges.  These adjustments have resulted in a credit balance of $148.75; therefore, a refund check has been requested.  Please allow 14 days to receive the refund check, as it is being sent in a separate mailing.          Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter.     Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns.  Please be assured that we have reviewed the telephone conversation when you spoke with a representative of the Bank.  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.         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]

Thank you for your complaint, addressed to the Better Business ~Bureau regarding the above notedaccounts. Comenity Bank issues DSW Rewards Visa@, WESTGATE RESORTSMastercardB and Overton's MastercardB accounts and we respond to all account-relatedquestions. Your complaint was forwarded to my...

attention, and I appreciate this opportunity toassist you. We understand from the complaint that a block was placed on your DSW Rewards Visa@,WESTGATE RESORTS MastercardB and Overton's MasterCardO accounts. You state that youhave been requested to provide a copy of your driver's license, and social security card,and that you are concerned that your personal information compromised. You arerequesting that your accounts be unblocked, and for an to resolve and expediteyour concerns.Please note that Comenity Bank actively monitors customers' ac'counts for potential securityconcerns. if a security concern is identified by the Bank, a temporary hold will be added to anaccount until further verification can be obtained from the primary account holder.Additionally, Comenity Bank is unable to provide you any options; it is necessary thatwe obtain the requested documentation in order to verify and unblock your accounts.We hope this information is helpful. Should you have any further q or concerns, pleasecontact our Account Protection (Fraud) team at ###-###-#### [redacted]). Theywould be happy to assist you.Sincerely,Rosa M[redacted]Consumer Relations Specialist

We recently received a complaint, addressed to the Revdex.com, regarding your GameStop PowerUp Rewards™ credit card account.  Comenity Capital Bank issues GameStop PowerUp Rewards™ credit card accounts, and we respond to all account-related inquiries.  I appreciate the...

opportunity to assist you. You state in your complaint that you ordered an item from GameStop, in the amount of $410.00, which was deducted from your available line of credit.  You are requesting Comenity Capital Bank credit your GameStop PowerUp Rewards™ account for the amount in question, as the order was cancelled prior to shipment.  We understand your concerns, and we sincerely apologize for any inconvenience this matter may have caused.  Please understand when an order is placed with GameStop using the GameStop PowerUp Rewards™ credit card account, a temporary authorization hold is placed on the account for the amount of the transaction.  The authorization hold will take away from the available line of credit on the account, but is not included in the account balance until the merchandise is shipped.  If the transaction is cancelled after authorization has been obtained, the temporary hold will remain on the account until it expires.  After a thorough investigation, our records indicate that a transaction, in the amount of $410.00, was authorized on your GameStop PowerUp Rewards™ account on January 17, 2016.    We reached out to GameStop, on your behalf, and their records confirm that the order in question has been cancelled; as such, we have removed the temporary authorization hold that was placed on your GameStop PowerUp Rewards™ credit card account.  As of the date of this letter, your account has a $476.25 balance from two recent transactions, and your available line of credit is $24.00.   We hope you find this information to be helpful.  If you have any further questions, please contact me directly at (800) 675-5685, ext. [redacted] (TDD/TTY (888) 819-1918).  I will be happy to assist you.  Sincerely, Lauren Smith Consumer Relations Specialist   CC:      Revdex.com.

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

[redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

I have repeatedly contacted  cometity bank and [redacted]s and told them I was told my balance was zero and I owed nothing else. The [redacted] learning  center asked me to make one last payment and submit a hardship letter which we did my daughter and I. Everything was silent for a couple months then I start getting harassing calls and letters in the mail. I spoke to a supervisor there at Cometity bank and was told to submit a letter and I did explaining the whole situation. I feel that we my daughter and I were taken advantage of and misinformed about the whole process and I have paid what I was asked to pay and nothing more.

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

Thank you for your response. It appears to me you have taken no ownership of this issue and only after my complaint was submitted did my accounts unlink. You can find several documented times I've attempted to do this with no success. I would appreciate the 25 dollar credit as a good will offering for the months of in inconvenience or I'd be happy to have you close my account with PayPal credit. Also, there is no need to mention to the Revdex.com my account balance or minimum do, that is my information and it was no relevant to this complaint. I do not appreciate that it was shared. 
Regards, [redacted]

They have not corrected the problem. My bank sent them verification that the payment had cleared my bank as well. 
Regards, [redacted]

Comenity Capital Bank received the complaint for [redacted]. Please note that the consumer has also submitted a CFPB complaint. We require additional time to complete our investigation. We would like a due date extension. Please let me know if this extension is not approved. Thank you,

This response did nothing to repeal the carefully designed scam of assessing interest charges before a final payment, or even a 22nd payment could be received. I will transfer this balance to a reputable bank and never do business with them again. I will also make every effort to share my experience with all available venues, including social media.
Regards, [redacted]

Dear Mr. [redacted]We received the complaint you sent to the Revdex.com of Central Ohio(Revdex.com) regarding PayPal Credit. Your correspondence was forwarded to ComenityCapital Bank. The PayPal Credit product is issued by Comenity Capital Bank andserviced by Bill Me Later, Inc. PayPal Credit is a...

payment option made available bymany merchants to their customers.Your complaint states you opted to use your PayPal account to pay for an onlinepurchase because you saw an advertisement for $10.00 off if you paid with PayPal.During check out, you provided your personal information, but believed the informationwas required to update your PayPal account, not for completing a credit application.You subsequently received a billing statement from PayPal Credit and contactedPayPal Credit regarding the account. The representative told you the $10.00 statementcredit promotion was for purchases made using a new PayPal Credit account openedvia PayPal. You closed your PayPal Credit account and requested the credit inquiryremoved from the credit bureaus.PayPal Credit's records reflect your PayPal Credit account was opened on July 26,2015, with an online purchase of $82.97 through PayPal merchant [redacted] Inc.PayPal Credit was selected as the payment method. In order for an application toprocess with PayPal Credit and an account to be opened, you provided your name, dateof birth, and last four digits of your social security number. You were also required toagree to and accept the electronically presented Terms and Conditions, and click the"Agree and Continue" button acknowledging you were "...apply[ing] for credit ..."The first line of the Terms and Conditions you agreed to during the application processreads, "PayPal Credit is an open-end credit plan offered by Comenity Capital Bank (the"Lender) ... and [you] authorize the lender to review your credit report." A copy of theTerms and Conditions are enclosed for your reference.On August 18, 2015, you called PayPal Credit stating you received a bill; however, youdid not believe you applied for an account. The representative informed you that youdid indeed log onto your PayPal account on July 26, 2015, and submitted an applicationfor a PayPal Credit account in connection with your $82.97 [redacted] purchase.PayPal Credit was selected as the payment method. A $10 promotional statementcredit had been applied for using your new PayPal Credit account, bringing youraccount balance to $72.97. As requested, the representative accepted your payment forthe outstanding balance and closed your account . Your statement dated September10,201 5, shows this payment and your zero balance.Please note, purchases made using your PayPal account are not automatically divertedto a PayPal Credit account. Consumers must take affirmative steps to apply for aPayPal Credit account and select PayPal Credit as the funding source within PayPal.You always have, option to choose one of your existing payment methods.On September 1, 2015, you called PayPal Credit requesting to have the inquiryremoved from your credit report. The representative explained a credit inquiry cannotbe removed by PayPal Credit unless it is fraudulent. Because you agreed to the Termsand Conditions during the application process and gave PayPal Credit permission toobtain your credit report, PayPal Credit is unable to remove the credit inquiry. Therepresentative advised you to contact the credit reporting agencies directly if youwanted to further dispute the credit inquiry.In a subsequent call with PayPal Credit, a supervisor advised you to send a fax toPayPal Credit with specific information describing why you are requesting the creditinquiry removal, and PayPal Credit would forward the request to the credit bureaus.PayPal Credit received your fax and submitted it to Equifax. Please allow up to sixtydays for a decision to be reached by Equifax. Aside from the inquiry performed whenyour account was created, PayPal Credit does not report the account status to the creditreporting agencies.As of the date of this letter, your account is closed with a zero balance.We hope this letter explains and resolves this matter.Sincerely,Laura C[redacted]

Comenity Capital Bank (Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank issued the Ideal Image credit account. We are hereto answer your questions and assist with your concerns.We understand that you have continuously made your payments on time, and...

that the Bank hasclosed the account. You state that you recently learned through Experian that the account wasclosed in a derogatory manner which adversely impacted your credit score. You are requestingthat the derogatory information be removed.The Ideal Image credit program was ended on July 31, 2017. Correspondence was sent on July7, 2017, explaining the program was ending and advising that the account would be closed onSeptember 5, 2017.The Ideal Image account was opened on December 14, 2016, and has been current. As of thedate of this letter, there have not been any delinquencies. We understand your concern regardingyour credit report. We have verified we are reporting the account correctly to the credit reportingagencies, as we are required by law.Please note, Comenity Capital Bank and Experian are two separate entities. The Bank issuesand is responsible for addressing questions related to your credit card account. Experian isresponsible for handling matters related to credit reporting. As we are separate entities, we areunable to advise you on what impacts your credit score. For further information on what impactsyour credit score you would need to contact the credit agencies directly. I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Diamond L[redacted]Compliance Dept. – Consumer Responses

I have forwardd all the information that Ms Kaija M[redacted] had requested. Their letter responses are the same.  I have provided the name of the suspect ([redacted], the police report, and a copy of the trial date on Sept 29th, 2015 from the prosecuting attorney of [redacted] in [redacted]. Their response in Aug,11, Aug 25, and now Sept 1, 2015 letter is the same. The only thing that I have not done is call the Account Protection number which is ###-###-####. The reason for this that I felt Revdex.com would like to be part of this resolution.Questions that remain are: 1). Proof of my opening the account. 2). I have never made a payment on that account. Ever!  3). The bank has not provided the proof of any of these. If they review their records, it will clearly show payment made by somebody else and not me. So to ask for the same information is ludicrous except that Overstock.com issues the credit card. If so, the credit card is from Comenity bank which  must work in concert with Overstoc.com.Again, please, can you provide the proof that I opened the account and if I ever made the payments. The answer to both is that I am not responsible of it. I will wait patiently for the reply and, hopefully, it is not the same standard letter requesting the same information.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  Thank you, Shwanda, for your empathetic, compassionate,, thorough, and professional response.
Regards,  [redacted]

Dear Ms. [redacted]We received your complaint, submitted to the Revdex.com, regarding the abovenotedaccount. Cornenity Capital Bank issues Toyota Rewards credit card accounts, and weare here to help answer your account-related questions. I appreciate the opportunity to assistyou.Your...

complaint indicates you applied for a Toyota Rewards Visa@ account, but a ToyotaRewards account was opened. We apologize for any frustration or inconvenience this mattermay have cause you.When applying for the Toyota Rewards Visa03 account, the consumer is advised that they maybe approved for a Toyota Rewards Visa@ or Toyota Rewards credit card, based uponinformation obtained in part from the consumer's credit report.Your application was received and approved for the Toyota Rewards credit card account. Wehope you will enjoy all the benefits and advantages that come with your new Toyota Rewardscredit card account.We value you as a customer and would like to ensure that your experiences with Toyota andComenity Capital Bank are positive ones.I hope you found this information to be helpful. If you have any further questions or concerns,please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY #######). I willbe happy to assist you.Sincerely,Shelley A[redacted]

Comenity is claiming I submitted my claim more than 60 days after the disputed charge appeared. The transactions I am disputing occurred 20 Nov 2014 ($150.00) and 23 Dec 2014 ($44) as can be seen in the attachment which was sent to Comenity on 1 Jan 2015, less than 60 days after these transactions. I was contracted with Comenity for $2431 to be paid within 18 months, no interest. I was paying more toward my account than the minimum payment (which was $44 at the time of the dispute) in order to ensure full payment within the 18 months. Had I only paid the minimum payment each month, I would have paid less than the amount for the number of treatments I actually received, and Comenity would have certainly come after me for the amount I owed. Why is Comenity not taking responsibility for the money they have essentially stolen from me for services not received? Once again, I am requesting to be refunded the $178.50 I paid to Comenity for services not received.
Regards,
[redacted]