Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Lane Bryant credit card. We are here to answer yourquestions and assist with your concerns.We understand from your correspondence that you have been contacted multiple times...
duringnon-business hours from an unmarked telephone number and have encountered rude customerservice. You state you should only be contacted Monday through Friday, on a traceable number,between the hours of nine to five Eastern Standard Time.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversations. We apologize if you felt you did not receive the best customer service. We neverintend to treat our customers in a less-than-satisfactory manner. We are committed to providingthe best customer service and are disappointed when a customer feels this standard was not met.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out payment arrangements to minimize any negative creditreporting. Many times a payment is overlooked, and reminder calls or payment discussions arehelpful to bring the account back to a current status. We appreciate your business, and we wantto share with you some options that may be available to you in this type of situation.We understand customers may experience difficulty making their payments due to economicfactors. You may be eligible for enrollment in our 12-Month Customer Hardship Program or in ourCustomer Long-Term Workout Program. These programs can provide customers with specialterms in order to help bring the account current. If you are interested in obtaining information onwhether you qualify for one of these programs, please call ###-###-####.Also, customers who are experiencing financial difficulties are urged to contact a non-profitConsumer Credit Counseling Service (CCCS) organization for assistance. Their programs canprovide options such as reducing the interest rate and the minimum payment requirement andcould include all of your creditors. We support and participate in the programs provided by theCCCS agencies. Should you wish to obtain information regarding their programs and for amember agency located near you, please contact the National Foundation for Credit Counselingat ###-###-####.You mentioned that you would prefer to only be called between 9:00 a.m. and 5:00 p.m. Mondaythrough Friday. Unfortunately, we do not have the ability to adapt our call schedules to individualspecific requests.Additionally, please understand the Bank does not always have full control of the information thatis displayed on your caller ID. Caller ID information may vary by phone number; for example, yourphone service carrier may have limitations on what information is passed through to your callerID.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns. We understand from you correspondence,...
submitted to the Revdex.com, that you’ve had the Victoria’s Secret Angel credit card for over ten years. In December 2016 the account was closed due to a bankruptcy seven years ago, without you being notified of the closure. You state that you were very upset to find out that the account was closed while trying to make a purchase. You are requesting the account reopened as you do not want you credit run again and do not want to apply for a new account. We are sorry for the frustration this matter has caused you. Please be assured as of June 2, 2017, the Victoria’s Secret Angel account has been reopened, per your request. 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, [redacted]
[redacted] Compliance Dept. – Consumer Responses
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answeryour questions and assist with your concerns.We understand from your correspondence, submitted to the...
Revdex.com, that youattempted to set up an automatic payment and the payment was not made. At that time youcontacted the Bank to request the fee removed from the account. You state that you were advisedthat due to having a fee removed previously, the Bank is unwilling to remove an additional fee asthe Bank only permits the removal of late fee every 18 months. You are requesting this additionallate fee removed.Please keep in mind that when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee, as explainedin the Credit Card Agreement.As of the date of this letter, the balance on the account is $679.00, and the account is current. Asyour account was issued a credit for the Bank fee previously, please understand that we areunwilling to credit your account any additional late fees at this time.I hope you found this information to be helpful. If you have any questions or concerns, please feelfree to contact me at ###-###-####.Sincerely,Renee S[redacted]
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bankissues the Carson’s credit card. We are here to answer your questions and assist with your concerns.We understand from your correspondence that you placed an online order December...
20, 2016, in the amount of$223.37, but the merchandise was never delivered.Please be advised Comenity Bank and Carson’s are two separate entities. Comenity Bank is responsible foraddressing questions related to the Carson’s credit card accounts, while Carson’s is responsible for handlingmatters related to sales, merchandise processing, returns, shipping, and merchandise quality.We previously received and responded to your concerns through our Dispute Department regarding this samematter. Please find enclosed, copies of our previous responses sent to you on February 16, 2017, and April 10,2017.After a thorough investigation, Bank records indicate on December 20, 2016, an online mail order for $223.37billed to your account. Please find enclosed a copy of the FedEx Tracking provided by Carson’s, confirming themerchandise was delivered on December 22, 2016, at 7:45 pm. Because Carson’s was able to provide proof thatthe item was delivered by FedEx, the charge is considered valid. We have disputed the transaction on youraccount, however Carson’s is not responsible for stolen merchandise. For further assistance with your concern,please contact FedEx directly at ###-###-#### to file a dispute. You may also want to contact your personalinsurance company to see if you can file a claim for the stolen merchandise.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free tocontact me at ###-###-####.Sincerely,Shelley A[redacted]
We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues ASHLEY STEWART® credit card accounts, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to assist you with your concerns. You state you have not charged anything on the above-referenced account since December 2015, and on March 18, 2016, you called to pay the bill completely off. You listened to the automated system to get the total balance, and the automated system said that it was $194.55, which you paid in full. You received a collection call on July 6, 2016, saying you had a balance due of $96.33; however, you refused to pay because you knew that you did not charge anything new. You were transferred to customer service and the representative you spoke with explained that there was $10.33 in interest and the rest was late fees. The representative deducted the interest but had to send an email to her supervisor to remove the late fees, which may or may not appear on the next statement. You further state that although you asked the representative to remove the negative mark on your credit report, because this was not your fault, she was not able to confirm that it would be removed. You are requesting to have your credit restored, the negative mark on your credit report removed, and all late fees removed. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account may be assessed a late fee and finance charge, pursuant to the terms and conditions of the Credit Card Agreement. On February 15, 2016, a billing statement was issued reflecting a balance of $194.55, and a minimum payment due of $27.00 by March 12, 2016. On March 18, 2016, you made a payment over the telephone using the Bank’s automated service, in the amount of $194.55. Because the payment was received after your due date, a late fee and a finance charge were assessed to the account. Statements continued to be issued monthly; however, as no additional payments were received, late fees and finance charges continued to be assessed. When an account is delinquent, we will make attempts to contact the customer 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. On July 6, 2016, a representative from the Bank’s Payment Solutions team attempted to contact you by telephone regarding your account. A voicemail message was left on this date requesting that you contact the Bank. On July 7, 2016, you contacted the Bank by telephone and spoke with a representative from our Payment Solution’s team who transferred you to our Customer Care team for assistance. When you spoke with the representative from the Bank’s Customer Care team, the representative stated that the account was in the process of billing when you made your payment over the telephone on March 18, 2016. Since the payment was not made by March 12, 2016, when the account billed on March 17, 2016, a late fee and a finance charge were assessed. This information had not yet updated when you called on March, 18, 2016, as the account was in the process of billing; and as such, the account was not accurately reflecting the full balance owed, including the fees. The representative also stated that she would credit the finance charges assessed to the account, and that she would contact her supervisor to have the late fees removed. The representative also stated that she requested to have the negative payment information removed; however, she had not heard back about it. She advised that because the late payment was valid, it may not be removed from your credit bureau report, and if not, you could submit a dispute. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we are disappointed that you feel this standard was not met. In the interest of customer service, the Bank issued credits to the account totaling $88.01 to remove the remaining late fees and finance charges. These credits posted to the account on July 22, 2016, and brought the account to a zero balance. Notification was sent to the national credit-reporting agencies with instructions to remove the delinquency from July 2016, regarding the ASHLEY STEWART® account, from your credit bureau report. We can confirm that this information has been updated with the credit-reporting agencies. The above-referenced account was closed, per your request, on July 7, 2016. Although your account has been closed, we hope that you will continue to shop with Ashley Stewart. If you are interested in a new Ashley Stewart account, you are welcome to reapply. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at 1-800-675-5685, ext. [redacted] (TDD/TTY 1-800-695-1788). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Good Afternoon,Can you please remove my account numbers for public view? I didn't realize everything I wrote would be viewable to the public. All I want is the account numbers removed.Also, attached is e-mail correspondence regarding the 1/23/16 [redacted] inquiry. I believe this may have...
stemmed from me requesting a credit limit increase. I stated several times that I did not authorize a hard inquiry. This month was the only time I had ever requested a credit limit increase - so I'm not sure where the other 3 inquires from Comenity Bank stemmed from.Thank you![redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Cornenity Capital Bank issues My BJ's Perksm MastercardB credit cards,and we are here to assist you with all account-related questions. I appreciate the opportunity torespond to...
your concerns.We understand from your complaint that you made a purchase in the amount of $800.00, thatwas not delivered by the deadline date on your receipt, and you are requesting the refundedamount of $800.00.Our records indicate that the situation referenced in your complaint has been investigated and aresponse has been previously issued explaining our findings and resolution. Comenity CapitalBank's position remains the same, as addressed in the response dated February 26,2016. Wehave enclosed a copy of our previous response for your records.Should you have any further questions please contact me at ###-###-####, ext. [redacted](TDDiTTY ###-###-####]. I will be happy to assist you.Sincerely,Kristina W[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]
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 am rejecting this response because: For the last 12 months I was never late. I explained to the customer representative that I was in the hospital and we were discharged on 5.25.17. Victoria Secret is the only account which doesn't have automatic payment and was the only account that I was unable to set up for automatic payments. I contacted them twice to get that fee removed on the first week of June but their CS is very hostile. See attached the discharge document from the hospital. The previous late fee was assigned to my acccount over 16 months ago because they switched my account to receive the statements over the email instead of mail without my consent. Please waive the fee of $27 so I can process the payment.
Regards,
[redacted]
You are completely talking circles! Am I a third party or a joint owner responsible for this account, you cannot have it both ways. The state of [redacted] is a marital property state, making the spouse equally liable. If I'm liable legally and financially I am legally able to setup payments, which is what I attempted to do SEVERAL times and was not given the opportunity. This is a mistake on Comenity Banks part. I am not asking for financial compensation and have a pmt plan in place. I am asking for incorrect, unjust, damaging information to be deleted from our credit report. When I arranged the payment plan I was informed this would happen, so honesty and follow through is appreciated.
Regards, [redacted]
I am rejecting this response because: Thank you for your response to this matter. It mystifies me as to why an entire staff at the customer service center for the Comenity Pottery Barn credit card said the hard inquiry in question was made for accepting the card, and not due to a credit line increase. I have chosen to reject this business response, because IF this hard inquiry was made because of the credit line increase on their automated system, I am disputing the hard inquiry again because the automated system never informs the customer that a hard inquiry will be made. A customer deserves the right to not proceed with a credit line increase if it would result in a hard inquiry.
Regards,
[redacted]
Dear [redacted]We received your additional complaint, addressed to the Revdex.com, regarding theabove-noted account. Comenity Bank issues Crate&Barrel credit accounts, and we are here tohelp with your account-related questions. Your complaint was forwarded to my attention, and Iappreciate the opportunity to respond to your concerns.We have reviewed your account, and our records indicate that we previously responded to acomplaint on May 15, 2015, regarding the same issue. We have enclosed a copy of ourprevious response for your records.In your recent complaint you state that you made a purchase and earned an $80.00 rewardcertificate, which did not expire for one year; therefore, that reward certificate should have beenapplied towards your new purchase. Furthermore, you are requesting a check for $80.00 beissued to you for the reward certificate. I understand your concerns and apologize for anyconfusion or inconvenience this situation may have caused you.As previously stated in your May 15, 2015 letter, our records indicate that a purchase of$1,740.32 posted to your account on November 15, 201 3. Please be advised that you did earnan $80.00 reward certificate for this purchase. The reward certificate was attached to yourstatement that was issued on December 8, 2013. Please be advised that this reward certificatehad an expiration date of March 8, 2014.Furthermore, when you made your purchase of $1,455.30 on November 14, 2014, the rewardcertificate of $80.00 that was issued to you in December 2013 had already expired. Therefore,it was not applied towards this purchase.Please note that all reward certificates earned will be included at the top of the monthly billingstatements. Furthermore, certificates will expire within 90 days. Crate&Barrel does not acceptexpired rewards and will not reissue expired reward certificates.Please be advised that the Bank has reviewed the email correspondence that you provided andsee that on April 8, 2015, you were advised that an $80.00 reward certificate was issued to youand it would be attached to your February 2015 statement. As this reward certificate wasissued after your purchase in November 2014, it was not applied towards your purchase.Although, Comenity Bank has found no billing errors on your account, in the interest of customerservice, we added 800 points to your account on May 27, 2015, to generate a new rewardcertificate.We hope this information is helpful. Should you have any additional questions or concernsregarding your account please do not hesitate to contact me directly at ###-###-####, ext.[redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted]We received your complaint, submitted to the Revdex.com, regarding the above notedaccount. Cornenity Bank issues Victoria's Secret/PINK credit cards, and we are here tohelp answer account-related questions, Your complaint was forwarded to my attention forreview, and I...
appreciate the opportunity to assist you.We understand that you made online purchases in December 2814 and did not receive yourbilling statements. After tracking the purchases online, you submitted a payment of $148.50,which was received. You called the Bank in March 2015, to explain that you had not receivedany statements since November 2014 and you were met with dissatisfactory service. You statethat you provided your address and asked for all the bills to be sent to you. After receiving astatement on April 14, 2015, you again called me Bank and you were greeted with betterservice. The associate removed bank fees and you both agreed that the owed , balance was$157.75. You were also advised that the statements were returned to the Bank because theaddress was incorrect. During this call, you terminated your relationship with Comenlty Bankand asked to be removed from the Victoria's Secret mailing list. You placed a check in the mailfor the amount agreed on. At the end of June 2015, you received a new statement thatindicated no payment had been received and additional fees were added to the balance. Youagain called the Bank on July 8, 2015, and were advised that only some of the fees could beremoved and the new total owed would be $169.29 if paid by July 28, 2015. You stoppedpayment on the original payment and sent the new one certified, which has cost you a total$45.48 out of pocket. You have requested that this matter be looked into to ensure this doesnot happen again.Please note that Comenity Bank and Victoria's Secret are separate entities. Victoria's Secrethandles matters related to merchandise, returns, shipping and handling, and magazines, whilethe Bank handles matters related to the account. On your behalf, we have sent notice toVictoria's Secret that you would like removed from their mailing list. This process can take afew weeks; therefore, you may receive one additional magazine in the process.Bank records indicate that multiple purchases were made to the account in December 2014;$91.00, $58.50, and $80.00. A billing statement was issued an January 2, 201 5, to a PO Boxdifferent from what was provided above. As payment was not received by the payment duedater, the account was assessed a late fee and a finance charge, which reflected on theFebruary 2, 2015, issued statement.On February 16, 2015. an additional purchase of $76.75 was charged to the account. A billingstatement was issue on March 1, 2015. On March 17, 2015, a payment for $148.50 wasreceived, which brought the account current; however, left an unpaid balance and a financecharge of $6.35 was assessed to the account.On April 2, 2015, a billing statement was issued. On April 15, 201 5, you spoke to the Bank whoverified that the statements had returned from the post office on March 11, 2015. During thistime, the address was updated to the correct PO Box listed on your complaint, and bank feestotaling $77.26 were credited to the account, thus leaving an unpaid balance of $157.75.Because the statement for April printed on April 2, 2015, this statement did not mail, as thereturned mail status did not remove until the date of this call. As a result, the account wasassessed a monthly finance charge of $6.35, thus leaving a total unpaid balance of $161.67 andnot $157.75, which was agreed upon during the call.On May 2, 2015, a billing statement was issued to the correct PO Box and requested paymentdue on May 28, 2015. Payment was not received and the account was assessed an additionallate fee and finance charge, thus bringing the balance to $190.24. On July 14, 2015, paymentfor $169.29 was received on the account, bringing the account current, and leaving a balance of$55.00 for unpaid late fees.Enclosed are copies of all billing statements for your records.As we found that the address was incorrect and the post office returned mail to the Bank with noupdated or forwarding address, we have removed the additional charges to your accounttotaling $62.62. This amount equates to the remainder of all fees that were charged to theaccount, which had not been credited. Additionally, we understand that you paid to stoppayment on a check and you paid to certify a payment, which cost you out of pocket money. Inthe interest of customer service, we are issuing a credit totaling $45.48 to refund you the moneyspent. As a result of these of credits, you will receive a refund check totaling $. The check willbe received separately, by mail, in 14 business days.Please also be assured that we sent notification to the national credit-reporting agencies withinstructions to delete the negative payment information from your credit file, regarding theVictoria's Secret/PlNK account. Please allow the credit-reporting agencies 45 days to updatetheir records.In addition, please be assured that it is never the Bank's intention to cause a customer ahardship, and we sincerely apologize if you felt the service you received was less thansatisfactory.We hope this information is helpful. Should you have further questions or concerns, please donot hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). l willbe happy to assist you.Sincerely,Shawnda Y[redacted]
Dear Ms. [redacted]:Thank you for your recent complaint regarding the account noted above. Comenity Bank issuesPalais Royal credit card accounts, and we are here to help with your account-related questionsand concerns. Your complaint, addressed to the Revdex.com, was fowarded to myattention...
and I appreciate the opportunity to assist you.I understand from your complaint, you purchased a bag from Palais Royal for $48.00. Onceyou received your monthly billing statement, the price listed was $71 -22. You then spoke with asupervisor who declined to refund you the difference of $23.22.You are requesting to have the difference refunded back to your Palais Royal credit cardaccount.Comenity Bank would like to extend our apologies for any inconvenience this matter may havecaused you. In the interest of the customer, we issued a $23.22 credit, to the account on June15, 2015.I hope you find this information to be helpful. Should you have additional questions or concernsabout this matter, please contact me at ###-###-#### (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
We received your complaint, addressed to the Revdex.com, regarding the above-noted account. Comenity Bank issues New York & Company credit cards, and we respond to all account-related questions. Your correspondence was forwarded to my attention, and I appreciate this...
opportunity to assist you. I understand your concerns regarding the due date on your account, and the late fees that have been assessed. We apologize for any inconvenience or frustration this matter may have caused you. Previously, due to system constraints, account due dates were unable to be changed. However, we are pleased to inform you that, due to recent system enhancements, Comenity Bank now has the capability to offer due date changes for customer accounts when available. A review of your account indicates that you have already requested, and been approved for, a due date change from the 2nd of each month to the 16th of each month. Your next monthly payment will be due on December 16, 2015. Please keep in mind when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee and finance charge, as explained in the Credit Card Agreement. Enclosed, please find copies of your monthly billing statements for the months of December 2013 through October 2015. During this time-frame, your payment due date was the 2nd of each month. A review of the statements indicates the following information with regard to your payments: No payment received for due date: February 2014, June 2014, September 2014, November 2014, January 2015, March 2015, May 2015, and August 2015 Payment received after the due date: July 2014 and October 2015Payment received for less than the minimum required for due date: March 2014, April 2014, and September 2015 The late fees assessed to your account, due to the payment information noted above, are valid; however, as a one-time courtesy, we have issued credits totaling $70.00 for the two most recently assessed fees. We respectfully decline your request for further adjustments. I hope you find this information to be helpful. Should you have any further questions, you may contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Melissa L[redacted]
Dear [redacted] We have received the additional complaint that you sent to the Revdex.com(Revdex.com), regarding the above-noted account. Comenity Bank issues Ann Taylor/LOFT credit card accounts, and we are here to helpanswer account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to address your concerns. We understand from your complaint that you processed a payment on February 19, 2015, through your credit union bill pay system, and the payment has not posted to your account. In addition, you request the late fees to be credited and the inaccurate payment history deleted from your credit report. Bank records indicate that the LOFT account was opened on January 23, 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. On January 26, 2015, a purchase for $38.37 was applied to the account. As payment was not received for the March 3, 2015, and April 3, 2015, payment due dates,the account accrued late fees and finance charges. The account was two billing cycles past due and was reported to the credit-reporting agencies as 30-days past due. On May 4, 2015, a payment for $50.00 was received and on June 6, 2015, a payment for $25.00 was applied to your account. Because the payments were received after the due dates, late fees and finance charges were assessed to the account. If payment is received after the due date, or made for less than the minimum due, your account will be assessed a late fee and a finance charge; in accordance with the Credit Card Agreement (CCA). On July 3, 2015, a payment for $40.00 was applied to your account. This payment brought your account current. As of theate of this correspondence, the account balance is $184.78. Enclosed is a copy of the account CCA, as well as copies of your billing statements which show the account activity that comprised the account balance and delinquencies. Comenity Bank is required by law to report factual data to the credit bureaus with regard toaccount activity. At this time, Comenity Bank finds no errors in its reporting of your LOFT account. Delinquent accounts typically will report for seven years from the date the account first became delinquent. In order to further research the payment, please ask your financial institution to trace the payment and provide us with the electronic transmittal inquiry form. Please understand that we are unable to resolve this matter without this information. Once we receive the documentation, we will be happy to further research the payment and any additional concerns. We hope this information is helpful. Should you have any further questions or concerns regarding this letter, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); I will be happy to assist you. Sincerely,Tionna M[redacted]
Thank you for contacting the Revdex.com regarding the
above-mentioned account. As the bank
that issues Bon-Ton credit card accounts, we are here to assist in answering
any credit-related questions. Your
inquiry was forwarded to my attention,...
and I appreciate this opportunity to
assist you.
We understand from your complaint, you made a
mail order purchase for $68.00 through Bon-Ton, which was shipped via UPS to
[redacted]. Furthermore, you state
that the package was not received; however, UPS indicates it was delivered. Lastly, you are requesting a credit on the above amount and an apology from United Parcel Service (UPS).
We understand your concerns and apologize for
the frustration and inconvenience this may have caused you. At this time, we would like to explain our
findings below.
On July 10, 2014, you contacted Comenity Bank
informing us that the purchase for $68.00 was shipped; however, the receiving party did not receive the package. On July 21, 2014, Comenity Bank contacted
Bon-Ton, on your behalf, advising them the package was not received. Our request for verification was answered by
Bon-Ton stating UPS delivered the item and [redacted] with phone number
###-###-#### accepted the delivery. On
September 8, 2014, we sent a letter to your previous address, 304 Terrace Boulevard,
acknowledging their reply and that if you felt this was fraudulent to contact
our Account Protection Department.
On November 7, 2014, we received another
dispute regarding the same situation from the July dispute. At which time we updated your address to the
Kay Street address listed above and resent a letter stating the above
information.
Please understand that Comenity Bank and
Bon-Ton are two separate entities. The
Bank issues and is responsible for addressing questions related to your credit
card account. Bon-Ton is responsible for
handling matters related to sales, merchandise processing, returns and
shipping.
During the investigation of your dispute, we
determined this is a store/mail order issue and would need to be investigated
by Bon-Ton. Please contact Bon-Ton
corporate office regarding this matter at ###-###-####; and they will be
happy to assist you with your concerns.
We hope you find this information helpful. Should you have any other questions or
concerns regarding this letter, please feel free to reach me directly at ###-###-####,
ext. [redacted] (TDD/TTY ###-###-####); and I will be happy to assist you
further.
The bank information had be inputted twice-were they both incorrect. The fees that the bank has access on my account should be reversed, because as you stated it was not your fault and neither was it mine. I understand that the fees help run Comenity and the funding of the making of the clothes. And for what reason were you quoting when my payment is due......I do believe I made the previous one.
Regards,
[redacted]
Dear Revdex.com,Comenity Capital Bank received the complaint for 12174407. In order to properly research this 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.
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Lane Bryant credit card. We are here to answer yourquestions and assist with your concerns.We understand from your correspondence that you have been contacted multiple times...
duringnon-business hours from an unmarked telephone number and have encountered rude customerservice. You state you should only be contacted Monday through Friday, on a traceable number,between the hours of nine to five Eastern Standard Time.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversations. We apologize if you felt you did not receive the best customer service. We neverintend to treat our customers in a less-than-satisfactory manner. We are committed to providingthe best customer service and are disappointed when a customer feels this standard was not met.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out payment arrangements to minimize any negative creditreporting. Many times a payment is overlooked, and reminder calls or payment discussions arehelpful to bring the account back to a current status. We appreciate your business, and we wantto share with you some options that may be available to you in this type of situation.We understand customers may experience difficulty making their payments due to economicfactors. You may be eligible for enrollment in our 12-Month Customer Hardship Program or in ourCustomer Long-Term Workout Program. These programs can provide customers with specialterms in order to help bring the account current. If you are interested in obtaining information onwhether you qualify for one of these programs, please call ###-###-####.Also, customers who are experiencing financial difficulties are urged to contact a non-profitConsumer Credit Counseling Service (CCCS) organization for assistance. Their programs canprovide options such as reducing the interest rate and the minimum payment requirement andcould include all of your creditors. We support and participate in the programs provided by theCCCS agencies. Should you wish to obtain information regarding their programs and for amember agency located near you, please contact the National Foundation for Credit Counselingat ###-###-####.You mentioned that you would prefer to only be called between 9:00 a.m. and 5:00 p.m. Mondaythrough Friday. Unfortunately, we do not have the ability to adapt our call schedules to individualspecific requests.Additionally, please understand the Bank does not always have full control of the information thatis displayed on your caller ID. Caller ID information may vary by phone number; for example, yourphone service carrier may have limitations on what information is passed through to your callerID.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns. We understand from you correspondence,...
submitted to the Revdex.com, that you’ve had the Victoria’s Secret Angel credit card for over ten years. In December 2016 the account was closed due to a bankruptcy seven years ago, without you being notified of the closure. You state that you were very upset to find out that the account was closed while trying to make a purchase. You are requesting the account reopened as you do not want you credit run again and do not want to apply for a new account. We are sorry for the frustration this matter has caused you. Please be assured as of June 2, 2017, the Victoria’s Secret Angel account has been reopened, per your request. 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, [redacted]
[redacted] Compliance Dept. – Consumer Responses
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answeryour questions and assist with your concerns.We understand from your correspondence, submitted to the...
Revdex.com, that youattempted to set up an automatic payment and the payment was not made. At that time youcontacted the Bank to request the fee removed from the account. You state that you were advisedthat due to having a fee removed previously, the Bank is unwilling to remove an additional fee asthe Bank only permits the removal of late fee every 18 months. You are requesting this additionallate fee removed.Please keep in mind that when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee, as explainedin the Credit Card Agreement.As of the date of this letter, the balance on the account is $679.00, and the account is current. Asyour account was issued a credit for the Bank fee previously, please understand that we areunwilling to credit your account any additional late fees at this time.I hope you found this information to be helpful. If you have any questions or concerns, please feelfree to contact me at ###-###-####.Sincerely,Renee S[redacted]
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bankissues the Carson’s credit card. We are here to answer your questions and assist with your concerns.We understand from your correspondence that you placed an online order December...
20, 2016, in the amount of$223.37, but the merchandise was never delivered.Please be advised Comenity Bank and Carson’s are two separate entities. Comenity Bank is responsible foraddressing questions related to the Carson’s credit card accounts, while Carson’s is responsible for handlingmatters related to sales, merchandise processing, returns, shipping, and merchandise quality.We previously received and responded to your concerns through our Dispute Department regarding this samematter. Please find enclosed, copies of our previous responses sent to you on February 16, 2017, and April 10,2017.After a thorough investigation, Bank records indicate on December 20, 2016, an online mail order for $223.37billed to your account. Please find enclosed a copy of the FedEx Tracking provided by Carson’s, confirming themerchandise was delivered on December 22, 2016, at 7:45 pm. Because Carson’s was able to provide proof thatthe item was delivered by FedEx, the charge is considered valid. We have disputed the transaction on youraccount, however Carson’s is not responsible for stolen merchandise. For further assistance with your concern,please contact FedEx directly at ###-###-#### to file a dispute. You may also want to contact your personalinsurance company to see if you can file a claim for the stolen merchandise.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free tocontact me at ###-###-####.Sincerely,Shelley A[redacted]
We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues ASHLEY STEWART® credit card accounts, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to assist you with your concerns. You state you have not charged anything on the above-referenced account since December 2015, and on March 18, 2016, you called to pay the bill completely off. You listened to the automated system to get the total balance, and the automated system said that it was $194.55, which you paid in full. You received a collection call on July 6, 2016, saying you had a balance due of $96.33; however, you refused to pay because you knew that you did not charge anything new. You were transferred to customer service and the representative you spoke with explained that there was $10.33 in interest and the rest was late fees. The representative deducted the interest but had to send an email to her supervisor to remove the late fees, which may or may not appear on the next statement. You further state that although you asked the representative to remove the negative mark on your credit report, because this was not your fault, she was not able to confirm that it would be removed. You are requesting to have your credit restored, the negative mark on your credit report removed, and all late fees removed. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account may be assessed a late fee and finance charge, pursuant to the terms and conditions of the Credit Card Agreement. On February 15, 2016, a billing statement was issued reflecting a balance of $194.55, and a minimum payment due of $27.00 by March 12, 2016. On March 18, 2016, you made a payment over the telephone using the Bank’s automated service, in the amount of $194.55. Because the payment was received after your due date, a late fee and a finance charge were assessed to the account. Statements continued to be issued monthly; however, as no additional payments were received, late fees and finance charges continued to be assessed. When an account is delinquent, we will make attempts to contact the customer 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. On July 6, 2016, a representative from the Bank’s Payment Solutions team attempted to contact you by telephone regarding your account. A voicemail message was left on this date requesting that you contact the Bank. On July 7, 2016, you contacted the Bank by telephone and spoke with a representative from our Payment Solution’s team who transferred you to our Customer Care team for assistance. When you spoke with the representative from the Bank’s Customer Care team, the representative stated that the account was in the process of billing when you made your payment over the telephone on March 18, 2016. Since the payment was not made by March 12, 2016, when the account billed on March 17, 2016, a late fee and a finance charge were assessed. This information had not yet updated when you called on March, 18, 2016, as the account was in the process of billing; and as such, the account was not accurately reflecting the full balance owed, including the fees. The representative also stated that she would credit the finance charges assessed to the account, and that she would contact her supervisor to have the late fees removed. The representative also stated that she requested to have the negative payment information removed; however, she had not heard back about it. She advised that because the late payment was valid, it may not be removed from your credit bureau report, and if not, you could submit a dispute. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we are disappointed that you feel this standard was not met. In the interest of customer service, the Bank issued credits to the account totaling $88.01 to remove the remaining late fees and finance charges. These credits posted to the account on July 22, 2016, and brought the account to a zero balance. Notification was sent to the national credit-reporting agencies with instructions to remove the delinquency from July 2016, regarding the ASHLEY STEWART® account, from your credit bureau report. We can confirm that this information has been updated with the credit-reporting agencies. The above-referenced account was closed, per your request, on July 7, 2016. Although your account has been closed, we hope that you will continue to shop with Ashley Stewart. If you are interested in a new Ashley Stewart account, you are welcome to reapply. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at 1-800-675-5685, ext. [redacted] (TDD/TTY 1-800-695-1788). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Good Afternoon,Can you please remove my account numbers for public view? I didn't realize everything I wrote would be viewable to the public. All I want is the account numbers removed.Also, attached is e-mail correspondence regarding the 1/23/16 [redacted] inquiry. I believe this may have...
stemmed from me requesting a credit limit increase. I stated several times that I did not authorize a hard inquiry. This month was the only time I had ever requested a credit limit increase - so I'm not sure where the other 3 inquires from Comenity Bank stemmed from.Thank you![redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Cornenity Capital Bank issues My BJ's Perksm MastercardB credit cards,and we are here to assist you with all account-related questions. I appreciate the opportunity torespond to...
your concerns.We understand from your complaint that you made a purchase in the amount of $800.00, thatwas not delivered by the deadline date on your receipt, and you are requesting the refundedamount of $800.00.Our records indicate that the situation referenced in your complaint has been investigated and aresponse has been previously issued explaining our findings and resolution. Comenity CapitalBank's position remains the same, as addressed in the response dated February 26,2016. Wehave enclosed a copy of our previous response for your records.Should you have any further questions please contact me at ###-###-####, ext. [redacted](TDDiTTY ###-###-####]. I will be happy to assist you.Sincerely,Kristina W[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]
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 am rejecting this response because: For the last 12 months I was never late. I explained to the customer representative that I was in the hospital and we were discharged on 5.25.17. Victoria Secret is the only account which doesn't have automatic payment and was the only account that I was unable to set up for automatic payments. I contacted them twice to get that fee removed on the first week of June but their CS is very hostile. See attached the discharge document from the hospital. The previous late fee was assigned to my acccount over 16 months ago because they switched my account to receive the statements over the email instead of mail without my consent. Please waive the fee of $27 so I can process the payment.
Regards,
[redacted]
You are completely talking circles! Am I a third party or a joint owner responsible for this account, you cannot have it both ways. The state of [redacted] is a marital property state, making the spouse equally liable. If I'm liable legally and financially I am legally able to setup payments, which is what I attempted to do SEVERAL times and was not given the opportunity. This is a mistake on Comenity Banks part. I am not asking for financial compensation and have a pmt plan in place. I am asking for incorrect, unjust, damaging information to be deleted from our credit report. When I arranged the payment plan I was informed this would happen, so honesty and follow through is appreciated.
Regards, [redacted]
I am rejecting this response because: Thank you for your response to this matter. It mystifies me as to why an entire staff at the customer service center for the Comenity Pottery Barn credit card said the hard inquiry in question was made for accepting the card, and not due to a credit line increase. I have chosen to reject this business response, because IF this hard inquiry was made because of the credit line increase on their automated system, I am disputing the hard inquiry again because the automated system never informs the customer that a hard inquiry will be made. A customer deserves the right to not proceed with a credit line increase if it would result in a hard inquiry.
Regards,
[redacted]
Dear [redacted]We received your additional complaint, addressed to the Revdex.com, regarding theabove-noted account. Comenity Bank issues Crate&Barrel credit accounts, and we are here tohelp with your account-related questions. Your complaint was forwarded to my attention, and Iappreciate the opportunity to respond to your concerns.We have reviewed your account, and our records indicate that we previously responded to acomplaint on May 15, 2015, regarding the same issue. We have enclosed a copy of ourprevious response for your records.In your recent complaint you state that you made a purchase and earned an $80.00 rewardcertificate, which did not expire for one year; therefore, that reward certificate should have beenapplied towards your new purchase. Furthermore, you are requesting a check for $80.00 beissued to you for the reward certificate. I understand your concerns and apologize for anyconfusion or inconvenience this situation may have caused you.As previously stated in your May 15, 2015 letter, our records indicate that a purchase of$1,740.32 posted to your account on November 15, 201 3. Please be advised that you did earnan $80.00 reward certificate for this purchase. The reward certificate was attached to yourstatement that was issued on December 8, 2013. Please be advised that this reward certificatehad an expiration date of March 8, 2014.Furthermore, when you made your purchase of $1,455.30 on November 14, 2014, the rewardcertificate of $80.00 that was issued to you in December 2013 had already expired. Therefore,it was not applied towards this purchase.Please note that all reward certificates earned will be included at the top of the monthly billingstatements. Furthermore, certificates will expire within 90 days. Crate&Barrel does not acceptexpired rewards and will not reissue expired reward certificates.Please be advised that the Bank has reviewed the email correspondence that you provided andsee that on April 8, 2015, you were advised that an $80.00 reward certificate was issued to youand it would be attached to your February 2015 statement. As this reward certificate wasissued after your purchase in November 2014, it was not applied towards your purchase.Although, Comenity Bank has found no billing errors on your account, in the interest of customerservice, we added 800 points to your account on May 27, 2015, to generate a new rewardcertificate.We hope this information is helpful. Should you have any additional questions or concernsregarding your account please do not hesitate to contact me directly at ###-###-####, ext.[redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted]We received your complaint, submitted to the Revdex.com, regarding the above notedaccount. Cornenity Bank issues Victoria's Secret/PINK credit cards, and we are here tohelp answer account-related questions, Your complaint was forwarded to my attention forreview, and I...
appreciate the opportunity to assist you.We understand that you made online purchases in December 2814 and did not receive yourbilling statements. After tracking the purchases online, you submitted a payment of $148.50,which was received. You called the Bank in March 2015, to explain that you had not receivedany statements since November 2014 and you were met with dissatisfactory service. You statethat you provided your address and asked for all the bills to be sent to you. After receiving astatement on April 14, 2015, you again called me Bank and you were greeted with betterservice. The associate removed bank fees and you both agreed that the owed , balance was$157.75. You were also advised that the statements were returned to the Bank because theaddress was incorrect. During this call, you terminated your relationship with Comenlty Bankand asked to be removed from the Victoria's Secret mailing list. You placed a check in the mailfor the amount agreed on. At the end of June 2015, you received a new statement thatindicated no payment had been received and additional fees were added to the balance. Youagain called the Bank on July 8, 2015, and were advised that only some of the fees could beremoved and the new total owed would be $169.29 if paid by July 28, 2015. You stoppedpayment on the original payment and sent the new one certified, which has cost you a total$45.48 out of pocket. You have requested that this matter be looked into to ensure this doesnot happen again.Please note that Comenity Bank and Victoria's Secret are separate entities. Victoria's Secrethandles matters related to merchandise, returns, shipping and handling, and magazines, whilethe Bank handles matters related to the account. On your behalf, we have sent notice toVictoria's Secret that you would like removed from their mailing list. This process can take afew weeks; therefore, you may receive one additional magazine in the process.Bank records indicate that multiple purchases were made to the account in December 2014;$91.00, $58.50, and $80.00. A billing statement was issued an January 2, 201 5, to a PO Boxdifferent from what was provided above. As payment was not received by the payment duedater, the account was assessed a late fee and a finance charge, which reflected on theFebruary 2, 2015, issued statement.On February 16, 2015. an additional purchase of $76.75 was charged to the account. A billingstatement was issue on March 1, 2015. On March 17, 2015, a payment for $148.50 wasreceived, which brought the account current; however, left an unpaid balance and a financecharge of $6.35 was assessed to the account.On April 2, 2015, a billing statement was issued. On April 15, 201 5, you spoke to the Bank whoverified that the statements had returned from the post office on March 11, 2015. During thistime, the address was updated to the correct PO Box listed on your complaint, and bank feestotaling $77.26 were credited to the account, thus leaving an unpaid balance of $157.75.Because the statement for April printed on April 2, 2015, this statement did not mail, as thereturned mail status did not remove until the date of this call. As a result, the account wasassessed a monthly finance charge of $6.35, thus leaving a total unpaid balance of $161.67 andnot $157.75, which was agreed upon during the call.On May 2, 2015, a billing statement was issued to the correct PO Box and requested paymentdue on May 28, 2015. Payment was not received and the account was assessed an additionallate fee and finance charge, thus bringing the balance to $190.24. On July 14, 2015, paymentfor $169.29 was received on the account, bringing the account current, and leaving a balance of$55.00 for unpaid late fees.Enclosed are copies of all billing statements for your records.As we found that the address was incorrect and the post office returned mail to the Bank with noupdated or forwarding address, we have removed the additional charges to your accounttotaling $62.62. This amount equates to the remainder of all fees that were charged to theaccount, which had not been credited. Additionally, we understand that you paid to stoppayment on a check and you paid to certify a payment, which cost you out of pocket money. Inthe interest of customer service, we are issuing a credit totaling $45.48 to refund you the moneyspent. As a result of these of credits, you will receive a refund check totaling $. The check willbe received separately, by mail, in 14 business days.Please also be assured that we sent notification to the national credit-reporting agencies withinstructions to delete the negative payment information from your credit file, regarding theVictoria's Secret/PlNK account. Please allow the credit-reporting agencies 45 days to updatetheir records.In addition, please be assured that it is never the Bank's intention to cause a customer ahardship, and we sincerely apologize if you felt the service you received was less thansatisfactory.We hope this information is helpful. Should you have further questions or concerns, please donot hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). l willbe happy to assist you.Sincerely,Shawnda Y[redacted]
Dear Ms. [redacted]:Thank you for your recent complaint regarding the account noted above. Comenity Bank issuesPalais Royal credit card accounts, and we are here to help with your account-related questionsand concerns. Your complaint, addressed to the Revdex.com, was fowarded to myattention...
and I appreciate the opportunity to assist you.I understand from your complaint, you purchased a bag from Palais Royal for $48.00. Onceyou received your monthly billing statement, the price listed was $71 -22. You then spoke with asupervisor who declined to refund you the difference of $23.22.You are requesting to have the difference refunded back to your Palais Royal credit cardaccount.Comenity Bank would like to extend our apologies for any inconvenience this matter may havecaused you. In the interest of the customer, we issued a $23.22 credit, to the account on June15, 2015.I hope you find this information to be helpful. Should you have additional questions or concernsabout this matter, please contact me at ###-###-#### (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
We received your complaint, addressed to the Revdex.com, regarding the above-noted account. Comenity Bank issues New York & Company credit cards, and we respond to all account-related questions. Your correspondence was forwarded to my attention, and I appreciate this...
opportunity to assist you. I understand your concerns regarding the due date on your account, and the late fees that have been assessed. We apologize for any inconvenience or frustration this matter may have caused you. Previously, due to system constraints, account due dates were unable to be changed. However, we are pleased to inform you that, due to recent system enhancements, Comenity Bank now has the capability to offer due date changes for customer accounts when available. A review of your account indicates that you have already requested, and been approved for, a due date change from the 2nd of each month to the 16th of each month. Your next monthly payment will be due on December 16, 2015. Please keep in mind when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee and finance charge, as explained in the Credit Card Agreement. Enclosed, please find copies of your monthly billing statements for the months of December 2013 through October 2015. During this time-frame, your payment due date was the 2nd of each month. A review of the statements indicates the following information with regard to your payments: No payment received for due date: February 2014, June 2014, September 2014, November 2014, January 2015, March 2015, May 2015, and August 2015 Payment received after the due date: July 2014 and October 2015Payment received for less than the minimum required for due date: March 2014, April 2014, and September 2015 The late fees assessed to your account, due to the payment information noted above, are valid; however, as a one-time courtesy, we have issued credits totaling $70.00 for the two most recently assessed fees. We respectfully decline your request for further adjustments. I hope you find this information to be helpful. Should you have any further questions, you may contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Melissa L[redacted]
Dear [redacted] We have received the additional complaint that you sent to the Revdex.com(Revdex.com), regarding the above-noted account. Comenity Bank issues Ann Taylor/LOFT credit card accounts, and we are here to helpanswer account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to address your concerns. We understand from your complaint that you processed a payment on February 19, 2015, through your credit union bill pay system, and the payment has not posted to your account. In addition, you request the late fees to be credited and the inaccurate payment history deleted from your credit report. Bank records indicate that the LOFT account was opened on January 23, 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. On January 26, 2015, a purchase for $38.37 was applied to the account. As payment was not received for the March 3, 2015, and April 3, 2015, payment due dates,the account accrued late fees and finance charges. The account was two billing cycles past due and was reported to the credit-reporting agencies as 30-days past due. On May 4, 2015, a payment for $50.00 was received and on June 6, 2015, a payment for $25.00 was applied to your account. Because the payments were received after the due dates, late fees and finance charges were assessed to the account. If payment is received after the due date, or made for less than the minimum due, your account will be assessed a late fee and a finance charge; in accordance with the Credit Card Agreement (CCA). On July 3, 2015, a payment for $40.00 was applied to your account. This payment brought your account current. As of theate of this correspondence, the account balance is $184.78. Enclosed is a copy of the account CCA, as well as copies of your billing statements which show the account activity that comprised the account balance and delinquencies. Comenity Bank is required by law to report factual data to the credit bureaus with regard toaccount activity. At this time, Comenity Bank finds no errors in its reporting of your LOFT account. Delinquent accounts typically will report for seven years from the date the account first became delinquent. In order to further research the payment, please ask your financial institution to trace the payment and provide us with the electronic transmittal inquiry form. Please understand that we are unable to resolve this matter without this information. Once we receive the documentation, we will be happy to further research the payment and any additional concerns. We hope this information is helpful. Should you have any further questions or concerns regarding this letter, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); I will be happy to assist you. Sincerely,Tionna M[redacted]
Dear Mr. [redacted]
Thank you for contacting the Revdex.com regarding the
above-mentioned account. As the bank
that issues Bon-Ton credit card accounts, we are here to assist in answering
any credit-related questions. Your
inquiry was forwarded to my attention,...
and I appreciate this opportunity to
assist you.
We understand from your complaint, you made a
mail order purchase for $68.00 through Bon-Ton, which was shipped via UPS to
[redacted]. Furthermore, you state
that the package was not received; however, UPS indicates it was delivered. Lastly, you are requesting a credit on the above amount and an apology from United Parcel Service (UPS).
We understand your concerns and apologize for
the frustration and inconvenience this may have caused you. At this time, we would like to explain our
findings below.
On July 10, 2014, you contacted Comenity Bank
informing us that the purchase for $68.00 was shipped; however, the receiving party did not receive the package. On July 21, 2014, Comenity Bank contacted
Bon-Ton, on your behalf, advising them the package was not received. Our request for verification was answered by
Bon-Ton stating UPS delivered the item and [redacted] with phone number
###-###-#### accepted the delivery. On
September 8, 2014, we sent a letter to your previous address, 304 Terrace Boulevard,
acknowledging their reply and that if you felt this was fraudulent to contact
our Account Protection Department.
On November 7, 2014, we received another
dispute regarding the same situation from the July dispute. At which time we updated your address to the
Kay Street address listed above and resent a letter stating the above
information.
Please understand that Comenity Bank and
Bon-Ton are two separate entities. The
Bank issues and is responsible for addressing questions related to your credit
card account. Bon-Ton is responsible for
handling matters related to sales, merchandise processing, returns and
shipping.
During the investigation of your dispute, we
determined this is a store/mail order issue and would need to be investigated
by Bon-Ton. Please contact Bon-Ton
corporate office regarding this matter at ###-###-####; and they will be
happy to assist you with your concerns.
We hope you find this information helpful. Should you have any other questions or
concerns regarding this letter, please feel free to reach me directly at ###-###-####,
ext. [redacted] (TDD/TTY ###-###-####); and I will be happy to assist you
further.
Sincerely,
[redacted]
Consumer Relations Specialist
The bank information had be inputted twice-were they both incorrect. The fees that the bank has access on my account should be reversed, because as you stated it was not your fault and neither was it mine. I understand that the fees help run Comenity and the funding of the making of the clothes. And for what reason were you quoting when my payment is due......I do believe I made the previous one.
Regards,
[redacted]
Dear Revdex.com,Comenity Capital Bank received the complaint for 12174407. In order to properly research this 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.