in the complaint I made apparently I did not clarify that a payment was NOT made on 10-17-I did not make a payment until I spoke with representatives from comenity to dispute the balanceI later made a payment of after speaking with representatives who urged me to make a payment so that I wouldn't have any late feesI ended making the payment on 11-27-so just to clarify the payment of in sept, no payment in October and then 393in November
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answeryour questions and assist with your concerns.We previously received and responded to your correspondence, submitted to the ConsumerFinancial Protection Bureau, regarding this same matterPlease find enclosed copies of ourresponses dated June 23, 2017, and July 12, 2017.This letter is for informational purposes to respond to your correspondence and is not an attemptto collect on this balance.As previously stated in the correspondence sent to you dated June 23, 2017, the account is nolonger owned by the Bank, and you will not receive collection efforts from usFor any furtherquestions or concerns, you would need to contact Jefferson Capital directly at ###-###-####.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Diamond LongCompliance Dept– Consumer Responses
Comenity Bank has investigated this complaint and deemed it was resolved between the customer and the collection agency in March for less than the amount owed which was different than the amount stated in the complaintThe record indicates the account was opened on August 12, and billed to a certain addressDecember 13, 2014, Comenity received an address change/update to a PO BoxComenity has found no errors or disputes regarding any errors thus believe the information provided is correctAs such, Comentiy Bank is unwilling to remove the derogatory information from the national credit reporting agencies
[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 10622718, and find the resolution is satisfactory to me Regards, Latia Stewart
Dear [redacted] : Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the [redacted] credit cardWe are here to answer your questions and assist with your concernsYour correspondence states you are disputing a finance charge of approximately $You indicate you contacted the Bank on July 3, 2017, to change your due date and the representative told you to wait to make the full payment and that nothing was due until August 10, However, a finance charge was assessed to the account in JulyYou contacted the Bank three times to try to get this matter resolvedOn August 3, 2017, you spoke with a manager who was rude, interrupted you and refused to listen to the facts of the matterYou want the finance charges refunded and an apology for the manager's unprofessional behavior or you will terminate the customer relationshipWe understand your concerns and would like to provide the following informationOn June 17, 2017, you contacted the Bank and asked to change your due dateAfter you chose a due date of the 10th of every month, the Bank associate read a disclosure to you stating “Your new due date is the 10th of each monthYour account will not incur a late fee as a result of this due date changeFinance charges will continue to be assessed to the account as outlined in your Credit Card AgreementThis moves the end of your billing cycle to the 15th of July.” The associate also advised the minimum due would be changed to zero and your next minimum payment due would be August 10th, but if you don’t pay the statement balance, you will be charged interestIn other words, you would not be required to pay anything by July 4th in order to avoid a late fee, but you would still be assessed finance charges if you did not pay the balance by July 4thYou then advised you would be making the payment on the 6th of JulyYour concern in regard to the charge is understandableYour Credit Card Agreement states that interest charges begin on a transaction from the day it is added to the daily balance and continue until the balance is paid in full, unless your account is in a Grace PeriodIn addition, on the May billing statement, we included a reminder that said, in order to avoid interest on the Regular Revolving Credit Plan, you must pay your entire balance by the Payment Due Date each monthThe June billing statement had a balance of $1,due by July 4, Your payment of $1,was received on July 5, Since the balance was not paid in full and was not This card is issued by Comenity Capital Bank pursuant to a license by [redacted] International Incorporated [redacted] is a registered trademark of [redacted] International Incorporatedreceived by the due date, the account was no longer eligible for a Grace PeriodAny time the full balance in the Regular Revolving Credit Plan is not paid by the Payment Due Date, the account will be assessed trailing interest finance charges or a minimum interest feeOnce you have lost your Grace Period, new purchases are assessed interest from the transaction date until the date the payment is receivedOnce the account has a zero balance statement and does not carry any balance past the Payment Due Date, the Grace Period will begin againThereafter, if you pay the balance in full each month by the due date, there will be no finance charges assessed on purchasesYou spoke with a Bank associate on August 4, 2017, and during that call we agreed to credit a finance charge of $as a one-time courtesyThis credit was applied to your account on August 4, In regard to your concerns about a Bank manager you spoke with on August 3, 2017, we have reviewed the applicable telephone conversationWe apologize if you felt you did not receive the best customer serviceWe never intend to treat our customers in a less-than-satisfactory mannerWe are committed to providing the best customer service and are disappointed when a customer feels this standard was not metI hope you have found this information to be helpful and to have resolved all of your concernsIf you have any further questions or concerns, please feel free to contact me at ###-###-####Sincerely, Alesa C*** Compliance Dept– Consumer Responses
Dear [redacted] We have received your complaint regarding the above-noted accountCornenity Capital Bankissues Gardner-White Furniture credit card accounts, and we respond to all account-relatedconcernsYour complaint, addressed to the Revdex.com, was forwarded to myattention, and I appreciate the opportunity to assist you.In your complaint, you state that you made a purchase for $2,and financed $1,ofthe purchase on your Gardner-White Furniture credit card accountYou further state that youhave been making payments of approximately $a month; however, your balance is notdecreasingYou are requesting that the late fees and finance charges be waived and to haveyour account reflect a reasonable pay off amountI understand your concerns and apologizefor any inconvenience or frustration this matter may have caused you.Our records indicate that on July 19, 3, a purchase of $1,posted to your account andwas placed on a 6-month deferred interest, payment required plan that was set to expire onJanuary 19, For purchases on these plans, the customer is required to make paymentson the promotional plan balance based on the standard repayment terms for their account.Interest is accrued (calculated, but not added to the balance) and if the balance is not paid in fullby the plan end date, the accrued finance charges, which were calculated from the date of theoriginal purchase, will be added to the deferred balance, and this balance will be moved to thecustomer's revolving balanceThis information appeared on your monthly billing statements,under the heading, "Details of your plans"I have enclosed your billing statements for yourreview.Upon further review, our records indicate that payments of $were made for the months ofSeptember 3, October 3, November 3, December 3, and January Pleasebe advised that a statement was issued to you on January 15, 2014, showing a balance of$1,with a minimum payment of $due by February 10, Under the "details ofyour plan" section of your January 15, 2014, statement, it stated that the promotional balance of$1,needed to be paid in full by January 19, 2014, to avoid the accrued finance charge.As a result of the promotional balance not being paid in full by the plan expiration date, theaccrued interest of $was assessed to your account on January 19, 2014, and theremaining promotional balance of $1,was moved to revolving, which is subject to normalmonthly finance charges.Our records further indicate that statements continued to be sent to you showing your balance,minimum payment required, and due dateHowever, for the months of April 2014, September2014, October 2014, January 2015, February 2015, March 2015, April 21315, May 2015, Junebecause the Bank either did not receive a payment by the due date, or the minimum payment was not met.Comenity Capital Bank has not found any errors with the account, and we are unwilling toremove any fees that were assessed to the account, as they are valid.We hope this information is helpfulShould you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext [redacted] , (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Jenny W [redacted]
Dear Bunthuan Martin:Comenity Bank has received correspondence regarding the above-referenced accountComenityBank issues the BrylaneHome credit cardWe are here to answer your questions and assist withyour concerns.The Bank received your complaint in which you state you ordered drapes and rods in NovemberThe drapes arrived about two weeks later; however, the rods were on backorder and didnot arrive until December You further state you later decided you did not like the drapes;therefore, you returned the drapes and rods and expected a full refundHowever, you contactedthe Bank and were advised that a balance still remained on your account for the late fees andshipping and handlingYou are requesting that your balance be brought to zero and to have yourname taken off the mailing listWe understand your concerns, and apologize for any frustrationthis may have caused you.Our records indicate that on January 4, 2017, a purchase of $posted to your account forfive curtains and four valancesOn January 11, 2017, a statement was issued to you showing abalance of $with a minimum payment of $due by February 6, The Bank didnot receive a payment by the due date and as a result, a late fee was assessed to your account.Bank records further indicate that on January 16, 2017, there were four charges of $thatposted to your account for curtainsIn addition, on February 7, 2017, a charge of $postedto your account for rodsOn February 8, 2017, a statement was issued to you showing a balanceof $with a minimum payment of $due by March 6, The Bank received apayment of $on February 16, 2017.Please be advised that on February 23, 2017, a return credit of $posted to your account.In addition, a charge of $posted to your account the same day for the prepaid return labelused to make your return.Please keep in mind, when ordering merchandise by mail, your credit card account is charged forthe cost of the merchandise as well as shipping and handlingWhen the merchandise is returned,your account is credited for the cost of the merchandise only; shipping and handling is notrefundedFurthermore, when returning merchandise with the prepaid return label provided withyour merchandise, your account is charged for the use of the label.Additionally, although you made a return, a minimum payment is still due on your accountPleasebe advised that return credits do not cancel out the minimum payment due on your account.The Bank continued to send you statements showing your account still had a balance owingAsa result of the balance not being paid in full, finance charges were assessed to your accountmonthlyI have enclosed your statements for your review.Comenity Bank has not found any errors on your account and we are unwilling to waive any fees,as they are valid.Your account was closed on March 17, 2017, and we have removed you from the mailing list.Please allow 6-weeks for mailings to stop.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely, [redacted] ***Compliance Dept– Consumer Responses
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Wayfair CardWe are here to answer your questions andassist with your concerns.We understand the concerns as explained in your correspondenceYou ordered an area rugonline, but found a different rug and attempted to cancel the first rug; however, you were unableto cancel onlineYou contacted Wayfair and were told they were having a system error, but youwould not be penalized for the returnYou are requesting to have the derogatory remarks removedfrom your credit report, and the shipping fees and late charges credited.On behalf of the Bank, I would like to extend a sincere apology that this matter was not resolvedwhen you contacted the Bank directly by phoneWe apologize if you felt you did not receive thebest customer serviceWe 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 customerfeels this standard was not metPlease be assured we have taken steps to coach our associatein providing a more positive experience to our customers.Our records indicate that the statements and Welcome Kit, consisting of the credit card and CreditCard Agreement (CCA), were mailed to the address listed aboveBank records show that theseitems were not returned to us as undeliverable by the post office.Please understand that when there is a balance on an account, and the full minimum paymentrequired on the monthly billing statement(s) is not received by the due date, late fees and financecharges will be assessed to the account, pursuant to the guidelines of the CCA.A review of our records indicates the following transactions were applied to your account: apurchase of $on December 3, 2016, a purchase of $on December 4, 2016, and areturned merchandise credit of $on December 22, 2016.The account billed on December 25, 2016, with a balance of $61.27, and a minimum payment of$25.00, due by January 20, As no payment was received by the January or February duedates; late fees and finance charges were applied to the accountOn February 27, 2017, a $35.00payment was applied to the account.We contacted the corporate office, on your behalf, and they provided the sales receipts for bothordersAccording to Wayfair: The order ( [redacted] 1) was placed on December 3, 2016; onDecember 6, 2016, they emailed you a shipping notification with the tracking informationOnDecember 22, 2016, they received your request to cancel the order.Please keep in mind, when ordering merchandise by mail, your credit card account is charged forthe cost of the merchandise, applicable sales tax and shipping and handling feesWhen themerchandise is returned, your account is credited for the merchandise, sales tax and if applicable,Smart Label costsWayfair does not refund shipping and handling feesThese charges willremain part of your balance due.Please be advised Comenity Bank and Wayfair are two separate entitiesComenity Bank isresponsible for addressing questions related to Wayfair Card accounts, while Wayfair isresponsible for handling matters related to sales, merchandise processing, returns, shipping, andmerchandise quality.If you have further questions regarding the merchandise and shipping and handling fees, pleasecontact Wayfair directly at ###-###-####.For your review, we have enclosed copies of the monthly billing statements and copies of thesales receipts.Comenity Bank has not found any errors with the account; however, in the interest of customerservice, we have issued credits totaling $for the remaining late fees, and part of the financecharges, that were previously assessed to the account.Notification was sent to the credit reporting-agencies to remove the negative payment informationregarding the Wayfair Card accountThis update should appear on your credit file within the nextcalendar days.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI appreciate the attention to the issue that caused me to not receive confirmation of receipt of a return, but additionally the promptness in dealing with getting me a full refundIt was noted that they are working on the issue and it was definitely an error on their end that was not one that is consistently occurringI do hope that they are able to ensure this won't happen in the futureThe representative that reached out to me, I responded to via email, indicating to her that was the best form of correspondences I work full time from 7-at a public garden, and was not able to return her calls during the time she provided (9-5)
The response still does not address the legality of charging interest to their late fees and falsely stating I made new chargesIt is just a way to double and triple bill peopleWhether I pay on time or not, I get charged different fees and I continue to contend this is illegal!
Dear [redacted] : We have received the inquiry you sent to the Revdex.com regarding the above-noted account Your correspondence was forwarded to Comenity Bank Comenity Bank issues the BON-TON credit card, and we are here to help answer your questionsI appreciate the opportunity to assist you with your concerns We understand from your complaint to the Revdex.com that you have tried making several payments online to Comenity Bank These payments later were returned to your account with a $returned payment fee I would be happy to explain our findings below Bank records show you had made payments by logging in to your account via our Account Center At which time you supplied your checking institutions routing number and your checking account number These payments were then forwarded to your bank for payment; however, we received word from your bank that the payments were disputed and not authorized by you Once notification is received a debit for the funds were issued back to the account and a returned check fee was added; as stated in the Credit Card Agreement (CCA) Please keep in mind that payment submitted to your BON-TON account will appear as Comenity Bank through your bank records To ensure that payments submitted online are authorized, we would suggest contacting your banking institution and advise them payments showing as “Comenity Bank” are authorized and/or valid Comenity Bank has reviewed your records and finds no bank errors; therefore, we are unwilling to credit back the returned payment fees I hope you have found this information to be helpfulIf 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, Jack C [redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions andassist with your concerns.In the correspondence, you indicate you paid for your purchase with your debit cardThree months later,you received a statement for $and late feesYou state you are receiving five calls a day from 7:00a.mto 9:p.mYou paid $so the Bank would leave you aloneYou are requesting a resolution tothe matter.We understand your concern regarding your purchasePlease be advised, the purchase of $was madeusing the Victoria’s Secret Angel credit card.We have reviewed the concerns noted in your correspondence as well as the applicable telephone records.We have verified that all calls were made between 8:a.mand 9:p.min your time zone.We want you to have a positive customer experience with the Bank, and we have updated your phonenumber(s) ending in *** and *** with “Do not Call” instructions.Please be assured, we have removed all associated late fees and finance charges due to the addressmissing the apartment numberAs a result of the credit balance on the account, we have issued a refundcheck for $Please allow up to business days to receive the check, which will be mailed separatelyfrom this correspondence.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Nicole FCompliance Dept– Consumer Responses
Dear Dr [redacted] We received your complaint, addressed to theRevdex.com, regarding the account referenced above Comenity Bank issues RH credit card accounts,and we respond to account-related questionsYour complaint was forwarded to my attention, and I appreciate theopportunity to respond to your concernsWe understand your concerns regarding yourrecent purchases that were placed on the month deferred interest plan andyou are stating you also wanted to take advantage of the reward certificates aswell I apologize for any inconveniencethis matter may have caused youPlease be advised that changes to the RHreward program went in to effect on March 5, 2015, and information wascommunicated on your January billing statement RH accountholders may choose to takeadvantage of the month deferred interest plan or earn 5% back inrewards Please find the enclosed copyof your January billing statementWe are unable to issue a reward certificate,however, if you prefer to have your purchases removed from the monthdeferred interest plan and receive the 5% back in rewards, please contact medirectly and I will be more than happy to accommodate your requestWe hope this information is helpful Should you have any other questions orconcerns regarding your account, please feel free to contact me at###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist youSincerely, [redacted] Consumer Relations Specialist
Dear Ms [redacted] We received your complaint, submitted to theRevdex.com, regarding the above-referenced account Comenity Bank issues Express credit cardaccounts, and we are here to help with your account-related questions I appreciate this opportunity to assist you We understand from your complaint that theaccount was reporting as settled for less than the full balance, however theaccount was paid in full Additionally you request the Bank delete the charge off from your credit report and onlyreport the account as paid in full We apologize for any inconvenience this matter may have caused you.Bank records indicate the Express account was opened on May 3, Due tonon-receipt of payment, the account was closed, and written off on September10, 2011, and reported to the credit- reporting agencies as an unpaid debt.On November 15, 2012, a payment of $394.91was received and posted to the Express accountThis was payment In full Please be assured that the account is reporting to the national credit reportingagencies as a charge off, paid in fullPlease understand that Comenity Bank is required to report factual information to the national credit-reportingagencies We reviewed the informationreporting on your credit file in regard the above-referenced account, and wehave found the payment history to be accurately reporting, as such, no changeswill be made to the reporting of the Express account.We understand that our customers mayexperience circumstances beyond their control, which may cause their accountsto become past due As an option, you may want to consider submitting a consumer statement to the credit-reportingagencies, explaining the reason(s) why the account became past due This statement will not change your credit rating;however, it will explain to potential creditors why the account became pastdue, and it may contribute to their decisionThe credit bureaus may be reached by using the following information: [redacted] We hope this information is helpful Should you have any further questions orconcerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY###-###-####) I would be happy to assist you.Sincerely, [redacted] Consumer Relations Specialist
Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret credit cardWe are here to answer your questions and assist with your concerns We understand in your correspondence that Comenity Bank contacted your father claiming it is legal in an attempt to contact youIn addition, you state that your father was contacted at 6:a.mYou further request us to provide you in writing the law that claims we are able to contact family to reach you As permissible under the Fair Debt Collection Practices Act (FDCPA), when an account is delinquent, we make proactive attempts to contact the customer, communicate the situation and work out repayment arrangements to minimize any negative credit reporting impactsMany times a payment is overlooked, and reminder calls or repayment discussions are helpful to bring the account back to a current status When the Bank has been unable to reach our customer, we will utilize various resources to obtain contact information where the customer may be reachedPermission for this action is granted within the Credit Card Agreement for your account We have reviewed the concerns noted in your correspondence as well as the applicable telephone recordsWe have verified that all calls were made between 8:a.mand 9:p.min your time zone I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Jack C
Dear [redacted] ***: Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountsComenity Bank issues the Talbots, Wayfair Card, west elm, and Ann Taylor credit cardsWe are here to answer your questions and assist with your concernsYour correspondence, submitted to the Revdex.com, indicates your fiancé was contacted by the Bank regarding your accountYou do not understand how we obtained your fiancé’s number, or why we would call your fiancé, as you do not have accounts togetherAdditionally, you state that during conversations with the Bank, you received rude treatmentWe have reviewed the concerns in your correspondence, as well as the applicable telephone conversationsWe apologize if you felt you did not receive the best customer serviceWe never intend to treat our customers in a less-than-satisfactory mannerWe are committed to providing the best customer service and are disappointed when a customer feels this standard was not metWe want you to have a positive customer experience with the Bank, and we have updated your phone numbers ending in ***, [redacted] ***, and *** with “Do not Call” instructionsRegarding the call placed to your fiancé; when the Bank has been unable to reach our customer, we will utilize various resources to obtain contact information where the customer may be reachedWhen 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 reportingMany times a payment is overlooked, and reminder calls or payment discussions are helpful to bring the account back to a current statusI hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, Renee S***
I am rejecting this response because: I paid it immediately when I saw what had happenedThis was not explained to meI was just a few days beyond your dead line and had to borrow to pay youI have no jobI want the slate clean and inform aspen to explain this detail when finalizing, as it was not explained to meMy husband who is disabled was in there and they did not! Tell us thisIt was a year n a half later and I did not know this Regards, [redacted] ***
I reviewed the response made by the business in reference to complaint ID [redacted] , I recognize that this is the closest they will come to acknowledging their wrongdoing, and find the resolution is satisfactory to me
Dear [redacted] : Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Haband credit cardWe are here to answer your questions and assist with your concernsWe understand your concerns as stated in your correspondenceYour mother passed away, you provided this information in December, you paid the account in full, but the account continues accruing chargesWe apologize for any frustration you have experienced as a result of this matterOn behalf of Comenity Capital Bank, please accept our most heartfelt condolences for your loss of a loved onePlease be assured, the Haband account was permanently closed and noted accordinglyWe have credited the account for the remaining balance, which will bring the account to a zero balanceYou should no longer be receiving phone calls regarding this matterI hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, [redacted]
.....Please see attached response
in the complaint I made apparently I did not clarify that a payment was NOT made on 10-17-I did not make a payment until I spoke with representatives from comenity to dispute the balanceI later made a payment of after speaking with representatives who urged me to make a payment so that I wouldn't have any late feesI ended making the payment on 11-27-so just to clarify the payment of in sept, no payment in October and then 393in November
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answeryour questions and assist with your concerns.We previously received and responded to your correspondence, submitted to the ConsumerFinancial Protection Bureau, regarding this same matterPlease find enclosed copies of ourresponses dated June 23, 2017, and July 12, 2017.This letter is for informational purposes to respond to your correspondence and is not an attemptto collect on this balance.As previously stated in the correspondence sent to you dated June 23, 2017, the account is nolonger owned by the Bank, and you will not receive collection efforts from usFor any furtherquestions or concerns, you would need to contact Jefferson Capital directly at ###-###-####.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Diamond LongCompliance Dept– Consumer Responses
Comenity Bank has investigated this complaint and deemed it was resolved between the customer and the collection agency in March for less than the amount owed which was different than the amount stated in the complaintThe record indicates the account was opened on August 12, and billed to a certain addressDecember 13, 2014, Comenity received an address change/update to a PO BoxComenity has found no errors or disputes regarding any errors thus believe the information provided is correctAs such, Comentiy Bank is unwilling to remove the derogatory information from the national credit reporting agencies
[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 10622718, and find the resolution is satisfactory to me Regards, Latia Stewart
Dear [redacted] : Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the [redacted] credit cardWe are here to answer your questions and assist with your concernsYour correspondence states you are disputing a finance charge of approximately $You indicate you contacted the Bank on July 3, 2017, to change your due date and the representative told you to wait to make the full payment and that nothing was due until August 10, However, a finance charge was assessed to the account in JulyYou contacted the Bank three times to try to get this matter resolvedOn August 3, 2017, you spoke with a manager who was rude, interrupted you and refused to listen to the facts of the matterYou want the finance charges refunded and an apology for the manager's unprofessional behavior or you will terminate the customer relationshipWe understand your concerns and would like to provide the following informationOn June 17, 2017, you contacted the Bank and asked to change your due dateAfter you chose a due date of the 10th of every month, the Bank associate read a disclosure to you stating “Your new due date is the 10th of each monthYour account will not incur a late fee as a result of this due date changeFinance charges will continue to be assessed to the account as outlined in your Credit Card AgreementThis moves the end of your billing cycle to the 15th of July.” The associate also advised the minimum due would be changed to zero and your next minimum payment due would be August 10th, but if you don’t pay the statement balance, you will be charged interestIn other words, you would not be required to pay anything by July 4th in order to avoid a late fee, but you would still be assessed finance charges if you did not pay the balance by July 4thYou then advised you would be making the payment on the 6th of JulyYour concern in regard to the charge is understandableYour Credit Card Agreement states that interest charges begin on a transaction from the day it is added to the daily balance and continue until the balance is paid in full, unless your account is in a Grace PeriodIn addition, on the May billing statement, we included a reminder that said, in order to avoid interest on the Regular Revolving Credit Plan, you must pay your entire balance by the Payment Due Date each monthThe June billing statement had a balance of $1,due by July 4, Your payment of $1,was received on July 5, Since the balance was not paid in full and was not This card is issued by Comenity Capital Bank pursuant to a license by [redacted] International Incorporated [redacted] is a registered trademark of [redacted] International Incorporatedreceived by the due date, the account was no longer eligible for a Grace PeriodAny time the full balance in the Regular Revolving Credit Plan is not paid by the Payment Due Date, the account will be assessed trailing interest finance charges or a minimum interest feeOnce you have lost your Grace Period, new purchases are assessed interest from the transaction date until the date the payment is receivedOnce the account has a zero balance statement and does not carry any balance past the Payment Due Date, the Grace Period will begin againThereafter, if you pay the balance in full each month by the due date, there will be no finance charges assessed on purchasesYou spoke with a Bank associate on August 4, 2017, and during that call we agreed to credit a finance charge of $as a one-time courtesyThis credit was applied to your account on August 4, In regard to your concerns about a Bank manager you spoke with on August 3, 2017, we have reviewed the applicable telephone conversationWe apologize if you felt you did not receive the best customer serviceWe never intend to treat our customers in a less-than-satisfactory mannerWe are committed to providing the best customer service and are disappointed when a customer feels this standard was not metI hope you have found this information to be helpful and to have resolved all of your concernsIf you have any further questions or concerns, please feel free to contact me at ###-###-####Sincerely, Alesa C*** Compliance Dept– Consumer Responses
Dear [redacted] We have received your complaint regarding the above-noted accountCornenity Capital Bankissues Gardner-White Furniture credit card accounts, and we respond to all account-relatedconcernsYour complaint, addressed to the Revdex.com, was forwarded to myattention, and I appreciate the opportunity to assist you.In your complaint, you state that you made a purchase for $2,and financed $1,ofthe purchase on your Gardner-White Furniture credit card accountYou further state that youhave been making payments of approximately $a month; however, your balance is notdecreasingYou are requesting that the late fees and finance charges be waived and to haveyour account reflect a reasonable pay off amountI understand your concerns and apologizefor any inconvenience or frustration this matter may have caused you.Our records indicate that on July 19, 3, a purchase of $1,posted to your account andwas placed on a 6-month deferred interest, payment required plan that was set to expire onJanuary 19, For purchases on these plans, the customer is required to make paymentson the promotional plan balance based on the standard repayment terms for their account.Interest is accrued (calculated, but not added to the balance) and if the balance is not paid in fullby the plan end date, the accrued finance charges, which were calculated from the date of theoriginal purchase, will be added to the deferred balance, and this balance will be moved to thecustomer's revolving balanceThis information appeared on your monthly billing statements,under the heading, "Details of your plans"I have enclosed your billing statements for yourreview.Upon further review, our records indicate that payments of $were made for the months ofSeptember 3, October 3, November 3, December 3, and January Pleasebe advised that a statement was issued to you on January 15, 2014, showing a balance of$1,with a minimum payment of $due by February 10, Under the "details ofyour plan" section of your January 15, 2014, statement, it stated that the promotional balance of$1,needed to be paid in full by January 19, 2014, to avoid the accrued finance charge.As a result of the promotional balance not being paid in full by the plan expiration date, theaccrued interest of $was assessed to your account on January 19, 2014, and theremaining promotional balance of $1,was moved to revolving, which is subject to normalmonthly finance charges.Our records further indicate that statements continued to be sent to you showing your balance,minimum payment required, and due dateHowever, for the months of April 2014, September2014, October 2014, January 2015, February 2015, March 2015, April 21315, May 2015, Junebecause the Bank either did not receive a payment by the due date, or the minimum payment was not met.Comenity Capital Bank has not found any errors with the account, and we are unwilling toremove any fees that were assessed to the account, as they are valid.We hope this information is helpfulShould you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext [redacted] , (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Jenny W [redacted]
Dear Bunthuan Martin:Comenity Bank has received correspondence regarding the above-referenced accountComenityBank issues the BrylaneHome credit cardWe are here to answer your questions and assist withyour concerns.The Bank received your complaint in which you state you ordered drapes and rods in NovemberThe drapes arrived about two weeks later; however, the rods were on backorder and didnot arrive until December You further state you later decided you did not like the drapes;therefore, you returned the drapes and rods and expected a full refundHowever, you contactedthe Bank and were advised that a balance still remained on your account for the late fees andshipping and handlingYou are requesting that your balance be brought to zero and to have yourname taken off the mailing listWe understand your concerns, and apologize for any frustrationthis may have caused you.Our records indicate that on January 4, 2017, a purchase of $posted to your account forfive curtains and four valancesOn January 11, 2017, a statement was issued to you showing abalance of $with a minimum payment of $due by February 6, The Bank didnot receive a payment by the due date and as a result, a late fee was assessed to your account.Bank records further indicate that on January 16, 2017, there were four charges of $thatposted to your account for curtainsIn addition, on February 7, 2017, a charge of $postedto your account for rodsOn February 8, 2017, a statement was issued to you showing a balanceof $with a minimum payment of $due by March 6, The Bank received apayment of $on February 16, 2017.Please be advised that on February 23, 2017, a return credit of $posted to your account.In addition, a charge of $posted to your account the same day for the prepaid return labelused to make your return.Please keep in mind, when ordering merchandise by mail, your credit card account is charged forthe cost of the merchandise as well as shipping and handlingWhen the merchandise is returned,your account is credited for the cost of the merchandise only; shipping and handling is notrefundedFurthermore, when returning merchandise with the prepaid return label provided withyour merchandise, your account is charged for the use of the label.Additionally, although you made a return, a minimum payment is still due on your accountPleasebe advised that return credits do not cancel out the minimum payment due on your account.The Bank continued to send you statements showing your account still had a balance owingAsa result of the balance not being paid in full, finance charges were assessed to your accountmonthlyI have enclosed your statements for your review.Comenity Bank has not found any errors on your account and we are unwilling to waive any fees,as they are valid.Your account was closed on March 17, 2017, and we have removed you from the mailing list.Please allow 6-weeks for mailings to stop.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely, [redacted] ***Compliance Dept– Consumer Responses
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Wayfair CardWe are here to answer your questions andassist with your concerns.We understand the concerns as explained in your correspondenceYou ordered an area rugonline, but found a different rug and attempted to cancel the first rug; however, you were unableto cancel onlineYou contacted Wayfair and were told they were having a system error, but youwould not be penalized for the returnYou are requesting to have the derogatory remarks removedfrom your credit report, and the shipping fees and late charges credited.On behalf of the Bank, I would like to extend a sincere apology that this matter was not resolvedwhen you contacted the Bank directly by phoneWe apologize if you felt you did not receive thebest customer serviceWe 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 customerfeels this standard was not metPlease be assured we have taken steps to coach our associatein providing a more positive experience to our customers.Our records indicate that the statements and Welcome Kit, consisting of the credit card and CreditCard Agreement (CCA), were mailed to the address listed aboveBank records show that theseitems were not returned to us as undeliverable by the post office.Please understand that when there is a balance on an account, and the full minimum paymentrequired on the monthly billing statement(s) is not received by the due date, late fees and financecharges will be assessed to the account, pursuant to the guidelines of the CCA.A review of our records indicates the following transactions were applied to your account: apurchase of $on December 3, 2016, a purchase of $on December 4, 2016, and areturned merchandise credit of $on December 22, 2016.The account billed on December 25, 2016, with a balance of $61.27, and a minimum payment of$25.00, due by January 20, As no payment was received by the January or February duedates; late fees and finance charges were applied to the accountOn February 27, 2017, a $35.00payment was applied to the account.We contacted the corporate office, on your behalf, and they provided the sales receipts for bothordersAccording to Wayfair: The order ( [redacted] 1) was placed on December 3, 2016; onDecember 6, 2016, they emailed you a shipping notification with the tracking informationOnDecember 22, 2016, they received your request to cancel the order.Please keep in mind, when ordering merchandise by mail, your credit card account is charged forthe cost of the merchandise, applicable sales tax and shipping and handling feesWhen themerchandise is returned, your account is credited for the merchandise, sales tax and if applicable,Smart Label costsWayfair does not refund shipping and handling feesThese charges willremain part of your balance due.Please be advised Comenity Bank and Wayfair are two separate entitiesComenity Bank isresponsible for addressing questions related to Wayfair Card accounts, while Wayfair isresponsible for handling matters related to sales, merchandise processing, returns, shipping, andmerchandise quality.If you have further questions regarding the merchandise and shipping and handling fees, pleasecontact Wayfair directly at ###-###-####.For your review, we have enclosed copies of the monthly billing statements and copies of thesales receipts.Comenity Bank has not found any errors with the account; however, in the interest of customerservice, we have issued credits totaling $for the remaining late fees, and part of the financecharges, that were previously assessed to the account.Notification was sent to the credit reporting-agencies to remove the negative payment informationregarding the Wayfair Card accountThis update should appear on your credit file within the nextcalendar days.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI appreciate the attention to the issue that caused me to not receive confirmation of receipt of a return, but additionally the promptness in dealing with getting me a full refundIt was noted that they are working on the issue and it was definitely an error on their end that was not one that is consistently occurringI do hope that they are able to ensure this won't happen in the futureThe representative that reached out to me, I responded to via email, indicating to her that was the best form of correspondences I work full time from 7-at a public garden, and was not able to return her calls during the time she provided (9-5)
The response still does not address the legality of charging interest to their late fees and falsely stating I made new chargesIt is just a way to double and triple bill peopleWhether I pay on time or not, I get charged different fees and I continue to contend this is illegal!
Dear [redacted] : We have received the inquiry you sent to the Revdex.com regarding the above-noted account Your correspondence was forwarded to Comenity Bank Comenity Bank issues the BON-TON credit card, and we are here to help answer your questionsI appreciate the opportunity to assist you with your concerns We understand from your complaint to the Revdex.com that you have tried making several payments online to Comenity Bank These payments later were returned to your account with a $returned payment fee I would be happy to explain our findings below Bank records show you had made payments by logging in to your account via our Account Center At which time you supplied your checking institutions routing number and your checking account number These payments were then forwarded to your bank for payment; however, we received word from your bank that the payments were disputed and not authorized by you Once notification is received a debit for the funds were issued back to the account and a returned check fee was added; as stated in the Credit Card Agreement (CCA) Please keep in mind that payment submitted to your BON-TON account will appear as Comenity Bank through your bank records To ensure that payments submitted online are authorized, we would suggest contacting your banking institution and advise them payments showing as “Comenity Bank” are authorized and/or valid Comenity Bank has reviewed your records and finds no bank errors; therefore, we are unwilling to credit back the returned payment fees I hope you have found this information to be helpfulIf 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, Jack C [redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions andassist with your concerns.In the correspondence, you indicate you paid for your purchase with your debit cardThree months later,you received a statement for $and late feesYou state you are receiving five calls a day from 7:00a.mto 9:p.mYou paid $so the Bank would leave you aloneYou are requesting a resolution tothe matter.We understand your concern regarding your purchasePlease be advised, the purchase of $was madeusing the Victoria’s Secret Angel credit card.We have reviewed the concerns noted in your correspondence as well as the applicable telephone records.We have verified that all calls were made between 8:a.mand 9:p.min your time zone.We want you to have a positive customer experience with the Bank, and we have updated your phonenumber(s) ending in *** and *** with “Do not Call” instructions.Please be assured, we have removed all associated late fees and finance charges due to the addressmissing the apartment numberAs a result of the credit balance on the account, we have issued a refundcheck for $Please allow up to business days to receive the check, which will be mailed separatelyfrom this correspondence.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Nicole F
Compliance Dept– Consumer Responses
Dear Dr [redacted] We received your complaint, addressed to theRevdex.com, regarding the account referenced above Comenity Bank issues RH credit card accounts,and we respond to account-related questionsYour complaint was forwarded to my attention, and I appreciate theopportunity to respond to your concernsWe understand your concerns regarding yourrecent purchases that were placed on the month deferred interest plan andyou are stating you also wanted to take advantage of the reward certificates aswell I apologize for any inconveniencethis matter may have caused youPlease be advised that changes to the RHreward program went in to effect on March 5, 2015, and information wascommunicated on your January billing statement RH accountholders may choose to takeadvantage of the month deferred interest plan or earn 5% back inrewards Please find the enclosed copyof your January billing statementWe are unable to issue a reward certificate,however, if you prefer to have your purchases removed from the monthdeferred interest plan and receive the 5% back in rewards, please contact medirectly and I will be more than happy to accommodate your requestWe hope this information is helpful Should you have any other questions orconcerns regarding your account, please feel free to contact me at###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist youSincerely, [redacted] Consumer Relations Specialist
Dear Ms [redacted] We received your complaint, submitted to theRevdex.com, regarding the above-referenced account Comenity Bank issues Express credit cardaccounts, and we are here to help with your account-related questions I appreciate this opportunity to assist you We understand from your complaint that theaccount was reporting as settled for less than the full balance, however theaccount was paid in full Additionally you request the Bank delete the charge off from your credit report and onlyreport the account as paid in full We apologize for any inconvenience this matter may have caused you.Bank records indicate the Express account was opened on May 3, Due tonon-receipt of payment, the account was closed, and written off on September10, 2011, and reported to the credit- reporting agencies as an unpaid debt.On November 15, 2012, a payment of $394.91was received and posted to the Express accountThis was payment In full Please be assured that the account is reporting to the national credit reportingagencies as a charge off, paid in fullPlease understand that Comenity Bank is required to report factual information to the national credit-reportingagencies We reviewed the informationreporting on your credit file in regard the above-referenced account, and wehave found the payment history to be accurately reporting, as such, no changeswill be made to the reporting of the Express account.We understand that our customers mayexperience circumstances beyond their control, which may cause their accountsto become past due As an option, you may want to consider submitting a consumer statement to the credit-reportingagencies, explaining the reason(s) why the account became past due This statement will not change your credit rating;however, it will explain to potential creditors why the account became pastdue, and it may contribute to their decisionThe credit bureaus may be reached by using the following information: [redacted] We hope this information is helpful Should you have any further questions orconcerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY###-###-####) I would be happy to assist you.Sincerely, [redacted] Consumer Relations Specialist
Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret credit cardWe are here to answer your questions and assist with your concerns We understand in your correspondence that Comenity Bank contacted your father claiming it is legal in an attempt to contact youIn addition, you state that your father was contacted at 6:a.mYou further request us to provide you in writing the law that claims we are able to contact family to reach you As permissible under the Fair Debt Collection Practices Act (FDCPA), when an account is delinquent, we make proactive attempts to contact the customer, communicate the situation and work out repayment arrangements to minimize any negative credit reporting impactsMany times a payment is overlooked, and reminder calls or repayment discussions are helpful to bring the account back to a current status When the Bank has been unable to reach our customer, we will utilize various resources to obtain contact information where the customer may be reachedPermission for this action is granted within the Credit Card Agreement for your account We have reviewed the concerns noted in your correspondence as well as the applicable telephone recordsWe have verified that all calls were made between 8:a.mand 9:p.min your time zone I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Jack C
Dear [redacted] ***: Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountsComenity Bank issues the Talbots, Wayfair Card, west elm, and Ann Taylor credit cardsWe are here to answer your questions and assist with your concernsYour correspondence, submitted to the Revdex.com, indicates your fiancé was contacted by the Bank regarding your accountYou do not understand how we obtained your fiancé’s number, or why we would call your fiancé, as you do not have accounts togetherAdditionally, you state that during conversations with the Bank, you received rude treatmentWe have reviewed the concerns in your correspondence, as well as the applicable telephone conversationsWe apologize if you felt you did not receive the best customer serviceWe never intend to treat our customers in a less-than-satisfactory mannerWe are committed to providing the best customer service and are disappointed when a customer feels this standard was not metWe want you to have a positive customer experience with the Bank, and we have updated your phone numbers ending in ***, [redacted] ***, and *** with “Do not Call” instructionsRegarding the call placed to your fiancé; when the Bank has been unable to reach our customer, we will utilize various resources to obtain contact information where the customer may be reachedWhen 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 reportingMany times a payment is overlooked, and reminder calls or payment discussions are helpful to bring the account back to a current statusI hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, Renee S***
I am rejecting this response because: I paid it immediately when I saw what had happenedThis was not explained to meI was just a few days beyond your dead line and had to borrow to pay youI have no jobI want the slate clean and inform aspen to explain this detail when finalizing, as it was not explained to meMy husband who is disabled was in there and they did not! Tell us thisIt was a year n a half later and I did not know this Regards, [redacted] ***
I reviewed the response made by the business in reference to complaint ID [redacted] , I recognize that this is the closest they will come to acknowledging their wrongdoing, and find the resolution is satisfactory to me
Dear [redacted] : Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Haband credit cardWe are here to answer your questions and assist with your concernsWe understand your concerns as stated in your correspondenceYour mother passed away, you provided this information in December, you paid the account in full, but the account continues accruing chargesWe apologize for any frustration you have experienced as a result of this matterOn behalf of Comenity Capital Bank, please accept our most heartfelt condolences for your loss of a loved onePlease be assured, the Haband account was permanently closed and noted accordinglyWe have credited the account for the remaining balance, which will bring the account to a zero balanceYou should no longer be receiving phone calls regarding this matterI hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, [redacted]