Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-noted accounts. Comenity Bank issues the Torrid, Ashley Stewart, and Lane Bryant credit cards. We are here to answer your questions and assist with your concerns. We understand from...
your complaint that you and your family members are receiving phone calls, and that you were not happy with the level of service you received while speaking with the Bank regarding the status of your accounts. We apologize for the inconvenience this matter may have caused you. Please note, when the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account using the telephone numbers that have been provided to the Bank for contact. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Bank may call you until our attempts to communicate are successful. Please be assured that all of the telephone numbers listed in the Banks records for the above-referenced accounts have been marked “Do Not Call”; this includes the telephone numbers ending in [redacted], [redacted], and [redacted]. Therefore, you should no longer receive any telephone calls regarding the above-referenced accounts. We have reviewed the applicable telephone conversation. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Ashley H[redacted]
Dear [redacted]: We recently received a complaint, addressed to the Revdex.com, regarding your Christopher & Banks credit card account. Comenity Bank, formally known as World Financial Network National Bank, issues Christopher & Banks credit card accounts, and we respond...
to all account-related inquiries. I appreciate the opportunity to assist you. We understand your concerns outlined in your complaint, and we sincerely apologize for any frustration or confusion you may have experienced, as a result of receiving a mailer from the Bank. After a thorough investigation, our records indicate the Christopher & Banks credit card account was opened March 20, 2014, in the name of [redacted]; 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. The last purchase of $72.71 was applied to the account on November 25, 2014, and the last payment of $52.72 was received on January 2, 2015. For your review, we have enclosed a copy of the CCA, copies of the sales receipts provided by Christopher & Banks, along with copies of the monthly billing statements, which show the account activity that comprised the account balance, which were reported to the credit bureaus. We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,
[redacted] Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you very much for your detailed investigation and findings. Thank you for your quick response. I appreciate it so much!
Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding theapplication referenced above. Comenity Bank issues Woman Within@ credit card accounts, andwe are here to assist you with all application-related questions or concerns. I appreciate theopportunity to...
respond to your concerns.We understand from your complaint that you never applied for a Woman Within@ account.The Bank has looked into the application, and we have removed the inquiry that was reportingto the credit-reporting agencies. Please allow the credit bureaus 45 days to update theirrecordsWe hope this information is helpful. Should you have any further questions regarding this letter,please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted]
* Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that you have a credit...
limit of $500.00 and your account is showing a balance of $352.20; however, your available credit is only $7.00. You state that you were advised you had a pending transaction for $141.00 and that it was on deferred billing for 90 days. You state you returned the order; therefore, you are requesting to have your available credit limit corrected. We apologize for the inconvenience you have experienced regarding this matter. Bank records indicate that a purchase for $141.00 was made on April 5, 2017, scheduled to be billed to your account on July 7, 2017. While this purchase was deferred, your available credit on your account was reduced by the sum amount of the unbilled charges. Your return was processed on April 24, 2017, and a charge for $119.48 was applied to your account. Also, on that same day, a credit for $103.49 was applied to your account. On April 27, 2017, a credit of $15.99 was applied to your account. Please be assured that these transactions have corrected the available credit on your account. The available credit limit on your account as of May 15, 2017, is $141.00. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Ashley H[redacted]
Dear [redacted], Thank you for passing along [redacted] communication. We reached out to her via email and provided an explanation.We understand Ms. [redacted] returned merchandise for an exchange. She states she did not receive an exchange for the items but still got charged and is...
being charged $23.29 plus a late fee. Ms. [redacted] is requesting to have the charge and late fee removed. Our records indicate Ms. [redacted] contacted our contact center on 2/20/17 regarding her exchange. She was advised the merchandise she returned for an exchange was received on 12/09/16 and a refund in the amount of $31.14 was issued to her Woman Within credit card. Unfortunately, the new size she requested for an exchange was sold out. Our customers are not charged for merchandise until it is shipped; therefore, she was not charged for the exchange.FullBeauty Brands (d/b/a Woman Within) cannot assist Ms. [redacted] with her Woman Within credit card. Comenity Bank is an unrelated third party and FullBeauty Brands (d/b/a Woman Within) does not have the ability to accept payments or remove fees and interest. We ask that Ms. [redacted] and your office work directly with Comenity Bank if she needs further assistance with this matter.Comenity's Contact information is as follows:Comenity Bank[redacted]
[redacted]
[redacted]We thank Ms. [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matter. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: ###-###-#### | Fax: ###-###-####
Yes the case has been resolved. Brylane Home wrote off what I thought were unfair charges (after I paid for the merchandise.) They even invited me to open another account (appreciate my business) Thank you very much for your help. I believe they would have continued to harass me with 5 phone calls a day if you hadn't intervened. Sincerely,[redacted]
Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues your Woman Within® credit card account, and we are here to assist you with all account-related questions. I appreciate the...
opportunity to respond to your concerns. We understand from your complaint that you placed an order on November 7, 2014 for $49.97, but you are stating that you never received the items. You have disputed this charge in the past but you were deemed responsible for the transaction. You would like to have the account balance adjusted to zero, and the negative payment information, from January 2015 through present day, removed from the national credit-reporting agencies. I apologize for any frustration or inconvenience this matter may have caused you. Please note that Comenity Bank and Woman Within are two separate entities. The Bank is responsible for addressing questions related to your credit card account. Woman Within is responsible for handling matters related to sales, merchandise processing, returns and shipping. I have spoken to Woman Within on your behalf and, in the interest of customer service, Comenity Bank is not holding you responsible for the remaining balance on the account. The Bank and Woman Within have issued credits to your account to adjust your account balance to $0.00. Please be assured, notification has been sent to the national credit-reporting agencies to remove the negative payment information, regarding your Woman Within® account, that was reported on your credit bureau report. Please allow the credit bureaus up to 45 days to update their records. You are a valued customer and we hope this information is helpful. Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Amanda R[redacted]
We received your complaint, regarding the above-referenced account. Comenity Bank issues Bealls credit cards, 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. We...
understand from your complaint that you are requesting all collections notifications be directed by mail and not by phone. Please note, when the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Bank may call you until our attempts to communicate are successful. Please be advised that we have updated the phone numbers ending in [redacted] so no further collection calls are made to this number. Bank records indicate your Bealls credit card account is two billing periods past due. Please note, should an account exceed six consecutive billing periods past due, the account would be permanently closed and written off, due to non-payment, and reported to the national credit reporting agencies as an unpaid debt. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement, and could include all of your creditors. We support and participate in the programs provided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. I hope the information I provided is helpful. Should you have any further questions or concerns about the accounts, please contact me at ###-###-####. I would be happy to assist you. Sincerely, Kristina W
I have a record of dozens of calls from Comenity to my number they say does not exit in their records. Easy way to deal with this fact to keep saying they don't have a record - i.e. "I know nussing (sic)".Not reputable as far as I am concerned.No further correspondence is necessary until Comenity deals with the facts that I have gotten these calls from them.
Regards, [redacted]
December 28, 2017
[redacted]Ref. No.: [redacted]Dear [redacted]:Comenity Bank has received correspondence regarding the above-referenced account. Comenity Bank issues the Bealls credit card...
accounts. We are here to answer your questions and assist with your concerns.We understand from your correspondence that you are disputing the magazine subscription charges on your account, and that you would like your credit report fixed. We understand your concerns and apologize for any frustration or inconvenience this matter may have caused you.Please be advised that we received your dispute. Please be assured our dispute resolution team is currently working to resolve your dispute. Please also be aware, dispute investigations may take up to ninety days to complete. Upon completion of our investigation, we will notify you of our findings by mail. We appreciate your patience while we conduct our investigation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact customer care at the phone number on the back of your credit card or billing statement.Sincerely,Jenny V[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear Ms. [redacted]: We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues Woman Within® credit card accounts, and we are here to assist you with all account-related questions or concerns. I appreciate the...
opportunity to respond to your concerns. We understand from your complaint that you placed an order on June 18, 2015, and cancelled this order on the same day. You state that you later received the cancelled order, and refused the package. Your complaint states that you have received conflicting information from customer service at Woman Within and Comenity Bank. You later contacted the Woman Within® credit card department and spoke with various representatives and were advised that you would have a zero balance once the credits have been applied. You have continued to receive collection calls and billing statements that include late fees. You would like the fees credited, to provide you with a zero balance, no further contact from the business, and your account closed. We have researched your account, and I am happy to share our findings. Please note that Woman Within and Comenity Bank are two separate entities. The Bank issues and is responsible for addressing questions related to the Woman Within® credit card account. Woman Within is responsible for handling matters related to sales, merchandise processing, returns and shipping. Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded. In addition, if the provided return label is used to return the package, the return label fee is also charged to the account. Bank records indicate, you have two charges processed to your Woman Within® account from Woman Within. I have enclosed copies of your billing statements which show the account activity that comprised the account balance. We contacted Woman Within on your behalf, and they advised the Bank that you submitted your order online on June 18, 2015. You later contacted their customer service department by telephone on June 18, 2015, because your order was submitted without the promotion code for free shipping and free return. The order was processing to ship and you were informed that the postage adjustment would be made after the order was shipped. Bank records indicate that the coupon adjustment was completed on June 25, 2015, in the amount of $7.99, which appears on your July 2015 billing statement. The merchandise shows as delivered, and Woman Within has advised the Bank that they have not received any returns or refused packages. Based on this information, the Bank finds the balance to be valid, and we are unwilling to refund any charges pertaining to the balance. Please be advised, should the account exceed six consecutive billing cycles past due, the account will be permanently closed, written-off, and reported to the national credit-reporting agencies as an unpaid debt. This information could remain on your credit report for up to seven years. Per your request, a cease and desist status has been placed on your account(s). This cease and desist request will stop all future collection calls, but it will also suspend authorizations for new purchases on all of your accounts since we will be unable to contact you. You will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account(s) may be changed at any time by contacting us in writing at the below address: Comenity Bank P.O. Box 182273 Columbus, OH 43218-2273 Additionally, per your request, the account was closed on January 5, 2016. If you have further questions regarding the merchandise billed to your account, please contact Woman Within at ###-###-####. We hope you find this information to be helpful. Should you have any further questions regarding your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). It is often easier to resolve a matter, if we can discuss it. Please contact me if you feel this matter has not been properly resolved. I will be happy to assist you. Sincerely, Amanda R**
We received your complaint, submitted to the Revdex.com, regarding the above-noted...
account. Comenity Bank issues Victoria’s Secret Angel credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you.
Your complaint states that when speaking to a Comenity Bank associate you were met with rude and disrespectful treatment. You indicated that you made payment(s) using your boyfriend’s financial account, which was questioned by his bank, and the payments were returned, but the payments have since been made. You ask that Comenity Bank discuss the training opportunities with the associates.
Bank records indicate that you have two Victoria’s Secret Angel accounts. The account ending in [redacted] was closed at your request on January 26, 2015, although, you were still paying on the balance. In the process, you opened a new Victoria’s Secret Angel account ending in [redacted] and made two purchases ($84.15 and $168.61).
On February 8, 2015, you scheduled an online payment for $104.49 to the account ending in [redacted] The payment was returned because the financial institution was advised that the payment was not authorized. On March 17, 2015, you scheduled another online payment for $213.43. This payment was returned on March 21, 2015, because the financial institution was advised that the payment was not authorized. On April 6, 2015, another online payment was scheduled for $213.43, which has posted to the account, and the balance is zero.
On March 17, 2015, you scheduled an online payment for $84.15 to the account ending in [redacted]. The payment was returned on March 21, 2015, because the financial institution advised that the payment was not authorized. A $252.76 payment posted to this account on April 12, 2015. As of today’s date the current balance is zero.
We researched our records for the telephone call(s) in question. We were able to find four calls that you made to Comenity Bank on April 8, 2015. However, the calls were placed through the Bank’s IVR system, and the Privacy Statement option was chosen on all four. We have no record that you spoke to a Bank associate.
Although, we were unable to locate the call you mentioned in your correspondence, we want to assure you that it is never the intention of Comenity Bank to cause a customer a hardship. We feel our associates are knowledgeable and courteous. Comenity Bank strives to provide world-class service. The situation you have described is not a typical example of what our Bank offers, and we sincerely apologize if you felt disrespected at any time. We appreciate your feedback. If you have the name of the associate you spoke to, we would be happy to further investigate this situation.
Again, we apologize for any negative experience you may have had, and you are a valued customer. Should you have additional questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.
Dear [redacted]:Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Total Rewards Visa® credit card. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence submitted to the Better BusinessBureau regarding this same matter. Please find enclosed a copy of our response sent to you onMarch 14, 2017.As indicated in the previous response, after a thorough review of the account, our records indicatethat there is no current offer for a balance transfer available, nor was there a previous offer of abalance transfer option for this account. We respectfully decline to allow you to do a balancetransfer at this time.this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Renee S[redacted]
Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Williams Sonoma Visa® credit card. We are here to answer your questions and assist with your concerns.We understand from your correspondence, you made a $21.45 purchase and did not receive your statements. After noticing an issue on your credit report, the account was paid; however, the account was charged late fees and finance charges. You are requesting a refund of the fees, and the account closed.Bank records indicate that the Williams Sonoma [redacted] account was opened on June 22, 2013. Use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement, indicated your acceptance of the terms of the Agreement, including the assessment of any finance charges and fees.The account billed on March 26, 2017, with a balance of $21.45 and a minimum payment of $21.45 due by April 21, 2017. As no payment was received, the account was assessed late fees and finance charges.Our records further indicate your statements were sent electronically. Please be advised statement ready email (SRE), notifications were sent to [redacted], which is the e-mail address you provided. The Bank has no record of your SRE notifications being returned as undeliverable.On June 1, 2017, a payment of $80.35 was received. On June 2, 2017, a $33.45 late fee and a $2.00 finance charge were waived, as a courtesy.In the interest of customer service, the Bank issued an additional credit of $21.45 for the late fee that was previously assessed to your account. As a result of the credit balance on the account, we have issued a refund check for $56.90. Please allow up to 14 business days to receive the check, which will be mailed separately from this correspondence.We have also contacted the national credit-reporting agencies and requested to have the negative payment history that was reported for May 2017, deleted from your credit bureau report. Please allow the credit agencies 45 days to update their records.As requested, the account was closed on June 16, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Tionna M[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear Ms. [redacted]: We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Avenue credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you made a purchase in your local retail store and at that time you were offered a magazine subscription and you declined the offer. After reviewing the second statement you noticed that you were charged for the magazine subscriptions that you did not authorize. You are requesting that the balance on the account is zero and also asking for the refund of the payment of $26.33 is refunded to you due to the account was paid in full. I am happy to share my findings with you. When customers make purchases, they are offered an optional magazine subscription. This product is offered through Synapse Retail Ventures, a third party vendor. Please be advised that Synapse Retail Ventures and Comenity Bank are separate entities. Generally, this magazine service includes a free trial period which is disclosed during the enrollment offer. If the magazine enrollment is not cancelled by the end of the trial period, charges for the magazine subscriptions will be applied to the avenue account. Our records indicate that $84.83 in magazine subscription charges were assessed to your account. After a thorough review of the account, credits totaling $41.33 were issued on July 10, 2015, for the payment that was made on May 1, 2015, and the pay by phone fee that was assessed to the account due to this issue. Additionally, Synapse Retail Ventures has issued credits in the amount of $84.83 for the magazine subscription charges which were assessed. Due to the adjustments which were made, your account has a credit balance of $41.33. Because your account has a credit balance, we have requested that a refund check of $41.33 be sent to you. Please allow 14 business days, to receive your refund check, by separate mailing. You are a valued customer and we hope you find this information helpful. Should you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, [redacted] Consumer Relations Specialist
We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues Roaman’s® credit card accounts, and we are here to assist you with all account-related questions or concerns. I appreciate the opportunity to respond to...
your concerns. We understand from your complaint that you placed an order in late July through Roaman’s and you did not receive the correct merchandise, so you returned the items. You attempted to reorder the items, but you still received the wrong merchandise. Even though the items were returned, you were still charged for the items by Comenity Bank, when you received your bill. You advised Comenity Bank that all of the merchandise was returned but you still continue to receive bills with added late fees and finance charges. You are requesting to have the charges removed and your account closed. Please note Comenity Bank and Roaman’s are two separate entities. The Bank issues, and is responsible for addressing questions related to, your credit card account. Roaman’s is responsible for handling matters related to sales, merchandise processing, returns, and shipping. When ordering merchandise by mail, you generally will be charged for shipping and handling as well as the cost of the merchandise. If merchandise is returned within 90 days, Roaman’s will refund the cost of the merchandise, but shipping and handling charges are not refundable. If you use the Customer Return Label for your return, Roaman’s will charge your account $7.50 when processing your return. Roaman’s return policy states: Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within 90 days. We are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges). For returns made after 90 days, we will issue a gift card equal to the purchase price (less shipping and handling charges) that can be used toward a future purchase. 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 (CCA). I have enclosed copies of the billing statements which show the account activity that comprised the account balance. We have spoken to Roaman’s on your behalf. The Bank was provided with the receipts for your orders. Roaman’s has advised that you placed two orders that were processed to the account. You placed your first order on April 16, 2016, in the amount of $71.97. The merchandise was returned on August 5. 2016; as this was past 90 days, a merchandise credit in the amount of $59.98 was issued to you. You placed your second order on July 6, 2016, in the amount of $59.97. You utilized a gift card in the amount of $13.28 lowering the total to $46.69. The merchandise was returned on August 29, 2016, and a full refund in the amount of $59.97 was issued to your Roaman’s® account. After researching the account, the Bank finds the balance to be valid; as such, we respectfully decline your request to remove any fees. As of the date of this letter, the balance on the account is $125.44, with a minimum payment of $20.00, due by January 2, 2017. The Roaman’s® account was closed, per your request, on September 23, 2016. You are a valued customer, and we apologize for any confusion or frustration this matter has caused you. Should you have any further questions regarding your accounts, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Amanda R** Consumer Relations Specialist CC: Revdex.com
Dear [redacted]:
We received the inquiry you sent to the Revdex.com (Revdex.com), regarding the above-noted account. Your inquiry was forwarded to Comenity Bank. Comenity Bank issues the VICTORIA’S SECRET credit card, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your concerns.
We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please find enclosed a copy of our response sent to you on August 9, 2016.
As outlined in our previous correspondence, Bank records confirm the balance and fees as valid. Our decision remains the same; therefore, we are unwilling to have the account reopened or the fees removed.
Your account balance is $1,091.21 and we recommend you contact our Recovery team at ###-###-#### (TDD/TTY ###-###-####) for payment arrangements.
I hope this information is helpful. If you have any further questions, please contact our Recovery team at the number above.
Sincerely,
Jack C[redacted]Consumer Relations Specialist
cc: Revdex.com
Enclosure
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Peebles credit card. We are here to answer your questions and assist with yourconcerns.We understand from your complaint that you sent your check two weeks prior...
to your due date. You statethat this has happened before and the Bank refunded the late fee. You state that you were rudely told thatnothing could be done. Furthermore, you are requesting to have the late fee refunded.Bank records indicate your payment due date is the third of every month. The Peebles account is a regularrevolving account, which means that if there is a balance, a minimum payment is required each billingperiod. 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 explained in the CreditCard Agreement.Due to a late fee credit that was issued to the account on April 15, 2016, your account is not eligible to havean additional late fee credited.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations.We apologize if you felt you did not receive the best customer service. We never intend to treat ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Rosa M[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-noted accounts. Comenity Bank issues the Torrid, Ashley Stewart, and Lane Bryant credit cards. We are here to answer your questions and assist with your concerns. We understand from...
your complaint that you and your family members are receiving phone calls, and that you were not happy with the level of service you received while speaking with the Bank regarding the status of your accounts. We apologize for the inconvenience this matter may have caused you. Please note, when the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account using the telephone numbers that have been provided to the Bank for contact. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Bank may call you until our attempts to communicate are successful. Please be assured that all of the telephone numbers listed in the Banks records for the above-referenced accounts have been marked “Do Not Call”; this includes the telephone numbers ending in [redacted], [redacted], and [redacted]. Therefore, you should no longer receive any telephone calls regarding the above-referenced accounts. We have reviewed the applicable telephone conversation. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Ashley H[redacted]
Dear [redacted]: We recently received a complaint, addressed to the Revdex.com, regarding your Christopher & Banks credit card account. Comenity Bank, formally known as World Financial Network National Bank, issues Christopher & Banks credit card accounts, and we respond...
to all account-related inquiries. I appreciate the opportunity to assist you. We understand your concerns outlined in your complaint, and we sincerely apologize for any frustration or confusion you may have experienced, as a result of receiving a mailer from the Bank. After a thorough investigation, our records indicate the Christopher & Banks credit card account was opened March 20, 2014, in the name of [redacted]; 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. The last purchase of $72.71 was applied to the account on November 25, 2014, and the last payment of $52.72 was received on January 2, 2015. For your review, we have enclosed a copy of the CCA, copies of the sales receipts provided by Christopher & Banks, along with copies of the monthly billing statements, which show the account activity that comprised the account balance, which were reported to the credit bureaus. We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,
[redacted] Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you very much for your detailed investigation and findings. Thank you for your quick response. I appreciate it so much!
Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding theapplication referenced above. Comenity Bank issues Woman Within@ credit card accounts, andwe are here to assist you with all application-related questions or concerns. I appreciate theopportunity to...
respond to your concerns.We understand from your complaint that you never applied for a Woman Within@ account.The Bank has looked into the application, and we have removed the inquiry that was reportingto the credit-reporting agencies. Please allow the credit bureaus 45 days to update theirrecordsWe hope this information is helpful. Should you have any further questions regarding this letter,please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted]
* Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that you have a credit...
limit of $500.00 and your account is showing a balance of $352.20; however, your available credit is only $7.00. You state that you were advised you had a pending transaction for $141.00 and that it was on deferred billing for 90 days. You state you returned the order; therefore, you are requesting to have your available credit limit corrected. We apologize for the inconvenience you have experienced regarding this matter. Bank records indicate that a purchase for $141.00 was made on April 5, 2017, scheduled to be billed to your account on July 7, 2017. While this purchase was deferred, your available credit on your account was reduced by the sum amount of the unbilled charges. Your return was processed on April 24, 2017, and a charge for $119.48 was applied to your account. Also, on that same day, a credit for $103.49 was applied to your account. On April 27, 2017, a credit of $15.99 was applied to your account. Please be assured that these transactions have corrected the available credit on your account. The available credit limit on your account as of May 15, 2017, is $141.00. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Ashley H[redacted]
Dear [redacted], Thank you for passing along [redacted] communication. We reached out to her via email and provided an explanation.We understand Ms. [redacted] returned merchandise for an exchange. She states she did not receive an exchange for the items but still got charged and is...
being charged $23.29 plus a late fee. Ms. [redacted] is requesting to have the charge and late fee removed. Our records indicate Ms. [redacted] contacted our contact center on 2/20/17 regarding her exchange. She was advised the merchandise she returned for an exchange was received on 12/09/16 and a refund in the amount of $31.14 was issued to her Woman Within credit card. Unfortunately, the new size she requested for an exchange was sold out. Our customers are not charged for merchandise until it is shipped; therefore, she was not charged for the exchange.FullBeauty Brands (d/b/a Woman Within) cannot assist Ms. [redacted] with her Woman Within credit card. Comenity Bank is an unrelated third party and FullBeauty Brands (d/b/a Woman Within) does not have the ability to accept payments or remove fees and interest. We ask that Ms. [redacted] and your office work directly with Comenity Bank if she needs further assistance with this matter.Comenity's Contact information is as follows:Comenity Bank[redacted]
[redacted]
[redacted]We thank Ms. [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matter. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: ###-###-#### | Fax: ###-###-####
Yes the case has been resolved. Brylane Home wrote off what I thought were unfair charges (after I paid for the merchandise.) They even invited me to open another account (appreciate my business) Thank you very much for your help. I believe they would have continued to harass me with 5 phone calls a day if you hadn't intervened. Sincerely,[redacted]
Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues your Woman Within® credit card account, and we are here to assist you with all account-related questions. I appreciate the...
opportunity to respond to your concerns. We understand from your complaint that you placed an order on November 7, 2014 for $49.97, but you are stating that you never received the items. You have disputed this charge in the past but you were deemed responsible for the transaction. You would like to have the account balance adjusted to zero, and the negative payment information, from January 2015 through present day, removed from the national credit-reporting agencies. I apologize for any frustration or inconvenience this matter may have caused you. Please note that Comenity Bank and Woman Within are two separate entities. The Bank is responsible for addressing questions related to your credit card account. Woman Within is responsible for handling matters related to sales, merchandise processing, returns and shipping. I have spoken to Woman Within on your behalf and, in the interest of customer service, Comenity Bank is not holding you responsible for the remaining balance on the account. The Bank and Woman Within have issued credits to your account to adjust your account balance to $0.00. Please be assured, notification has been sent to the national credit-reporting agencies to remove the negative payment information, regarding your Woman Within® account, that was reported on your credit bureau report. Please allow the credit bureaus up to 45 days to update their records. You are a valued customer and we hope this information is helpful. Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Amanda R[redacted]
We received your complaint, regarding the above-referenced account. Comenity Bank issues Bealls credit cards, 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. We...
understand from your complaint that you are requesting all collections notifications be directed by mail and not by phone. Please note, when the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Bank may call you until our attempts to communicate are successful. Please be advised that we have updated the phone numbers ending in [redacted] so no further collection calls are made to this number. Bank records indicate your Bealls credit card account is two billing periods past due. Please note, should an account exceed six consecutive billing periods past due, the account would be permanently closed and written off, due to non-payment, and reported to the national credit reporting agencies as an unpaid debt. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement, and could include all of your creditors. We support and participate in the programs provided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. I hope the information I provided is helpful. Should you have any further questions or concerns about the accounts, please contact me at ###-###-####. I would be happy to assist you. Sincerely, Kristina W
I have a record of dozens of calls from Comenity to my number they say does not exit in their records. Easy way to deal with this fact to keep saying they don't have a record - i.e. "I know nussing (sic)".Not reputable as far as I am concerned.No further correspondence is necessary until Comenity deals with the facts that I have gotten these calls from them.
Regards, [redacted]
December 28, 2017
[redacted]Ref. No.: [redacted]Dear [redacted]:Comenity Bank has received correspondence regarding the above-referenced account. Comenity Bank issues the Bealls credit card...
accounts. We are here to answer your questions and assist with your concerns.We understand from your correspondence that you are disputing the magazine subscription charges on your account, and that you would like your credit report fixed. We understand your concerns and apologize for any frustration or inconvenience this matter may have caused you.Please be advised that we received your dispute. Please be assured our dispute resolution team is currently working to resolve your dispute. Please also be aware, dispute investigations may take up to ninety days to complete. Upon completion of our investigation, we will notify you of our findings by mail. We appreciate your patience while we conduct our investigation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact customer care at the phone number on the back of your credit card or billing statement.Sincerely,Jenny V[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
....
Dear Ms. [redacted]: We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues Woman Within® credit card accounts, and we are here to assist you with all account-related questions or concerns. I appreciate the...
opportunity to respond to your concerns. We understand from your complaint that you placed an order on June 18, 2015, and cancelled this order on the same day. You state that you later received the cancelled order, and refused the package. Your complaint states that you have received conflicting information from customer service at Woman Within and Comenity Bank. You later contacted the Woman Within® credit card department and spoke with various representatives and were advised that you would have a zero balance once the credits have been applied. You have continued to receive collection calls and billing statements that include late fees. You would like the fees credited, to provide you with a zero balance, no further contact from the business, and your account closed. We have researched your account, and I am happy to share our findings. Please note that Woman Within and Comenity Bank are two separate entities. The Bank issues and is responsible for addressing questions related to the Woman Within® credit card account. Woman Within is responsible for handling matters related to sales, merchandise processing, returns and shipping. Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded. In addition, if the provided return label is used to return the package, the return label fee is also charged to the account. Bank records indicate, you have two charges processed to your Woman Within® account from Woman Within. I have enclosed copies of your billing statements which show the account activity that comprised the account balance. We contacted Woman Within on your behalf, and they advised the Bank that you submitted your order online on June 18, 2015. You later contacted their customer service department by telephone on June 18, 2015, because your order was submitted without the promotion code for free shipping and free return. The order was processing to ship and you were informed that the postage adjustment would be made after the order was shipped. Bank records indicate that the coupon adjustment was completed on June 25, 2015, in the amount of $7.99, which appears on your July 2015 billing statement. The merchandise shows as delivered, and Woman Within has advised the Bank that they have not received any returns or refused packages. Based on this information, the Bank finds the balance to be valid, and we are unwilling to refund any charges pertaining to the balance. Please be advised, should the account exceed six consecutive billing cycles past due, the account will be permanently closed, written-off, and reported to the national credit-reporting agencies as an unpaid debt. This information could remain on your credit report for up to seven years. Per your request, a cease and desist status has been placed on your account(s). This cease and desist request will stop all future collection calls, but it will also suspend authorizations for new purchases on all of your accounts since we will be unable to contact you. You will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account(s) may be changed at any time by contacting us in writing at the below address: Comenity Bank P.O. Box 182273 Columbus, OH 43218-2273 Additionally, per your request, the account was closed on January 5, 2016. If you have further questions regarding the merchandise billed to your account, please contact Woman Within at ###-###-####. We hope you find this information to be helpful. Should you have any further questions regarding your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). It is often easier to resolve a matter, if we can discuss it. Please contact me if you feel this matter has not been properly resolved. I will be happy to assist you. Sincerely, Amanda R**
Dear [redacted]:
We received your complaint, submitted to the Revdex.com, regarding the above-noted...
account. Comenity Bank issues Victoria’s Secret Angel credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you.
Your complaint states that when speaking to a Comenity Bank associate you were met with rude and disrespectful treatment. You indicated that you made payment(s) using your boyfriend’s financial account, which was questioned by his bank, and the payments were returned, but the payments have since been made. You ask that Comenity Bank discuss the training opportunities with the associates.
Bank records indicate that you have two Victoria’s Secret Angel accounts. The account ending in [redacted] was closed at your request on January 26, 2015, although, you were still paying on the balance. In the process, you opened a new Victoria’s Secret Angel account ending in [redacted] and made two purchases ($84.15 and $168.61).
On February 8, 2015, you scheduled an online payment for $104.49 to the account ending in [redacted] The payment was returned because the financial institution was advised that the payment was not authorized. On March 17, 2015, you scheduled another online payment for $213.43. This payment was returned on March 21, 2015, because the financial institution was advised that the payment was not authorized. On April 6, 2015, another online payment was scheduled for $213.43, which has posted to the account, and the balance is zero.
On March 17, 2015, you scheduled an online payment for $84.15 to the account ending in [redacted]. The payment was returned on March 21, 2015, because the financial institution advised that the payment was not authorized. A $252.76 payment posted to this account on April 12, 2015. As of today’s date the current balance is zero.
We researched our records for the telephone call(s) in question. We were able to find four calls that you made to Comenity Bank on April 8, 2015. However, the calls were placed through the Bank’s IVR system, and the Privacy Statement option was chosen on all four. We have no record that you spoke to a Bank associate.
Although, we were unable to locate the call you mentioned in your correspondence, we want to assure you that it is never the intention of Comenity Bank to cause a customer a hardship. We feel our associates are knowledgeable and courteous. Comenity Bank strives to provide world-class service. The situation you have described is not a typical example of what our Bank offers, and we sincerely apologize if you felt disrespected at any time. We appreciate your feedback. If you have the name of the associate you spoke to, we would be happy to further investigate this situation.
Again, we apologize for any negative experience you may have had, and you are a valued customer. Should you have additional questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.
Sincerely,
[redacted]
Consumer Relations Specialist
Dear [redacted]:Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Total Rewards Visa® credit card. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence submitted to the Better BusinessBureau regarding this same matter. Please find enclosed a copy of our response sent to you onMarch 14, 2017.As indicated in the previous response, after a thorough review of the account, our records indicatethat there is no current offer for a balance transfer available, nor was there a previous offer of abalance transfer option for this account. We respectfully decline to allow you to do a balancetransfer at this time.this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Renee S[redacted]
Comenity...
Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Williams Sonoma Visa® credit card. We are here to answer your questions and assist with your concerns.We understand from your correspondence, you made a $21.45 purchase and did not receive your statements. After noticing an issue on your credit report, the account was paid; however, the account was charged late fees and finance charges. You are requesting a refund of the fees, and the account closed.Bank records indicate that the Williams Sonoma [redacted] account was opened on June 22, 2013. Use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement, indicated your acceptance of the terms of the Agreement, including the assessment of any finance charges and fees.The account billed on March 26, 2017, with a balance of $21.45 and a minimum payment of $21.45 due by April 21, 2017. As no payment was received, the account was assessed late fees and finance charges.Our records further indicate your statements were sent electronically. Please be advised statement ready email (SRE), notifications were sent to [redacted], which is the e-mail address you provided. The Bank has no record of your SRE notifications being returned as undeliverable.On June 1, 2017, a payment of $80.35 was received. On June 2, 2017, a $33.45 late fee and a $2.00 finance charge were waived, as a courtesy.In the interest of customer service, the Bank issued an additional credit of $21.45 for the late fee that was previously assessed to your account. As a result of the credit balance on the account, we have issued a refund check for $56.90. Please allow up to 14 business days to receive the check, which will be mailed separately from this correspondence.We have also contacted the national credit-reporting agencies and requested to have the negative payment history that was reported for May 2017, deleted from your credit bureau report. Please allow the credit agencies 45 days to update their records.As requested, the account was closed on June 16, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Tionna M[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear Ms. [redacted]: We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Avenue credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you made a purchase in your local retail store and at that time you were offered a magazine subscription and you declined the offer. After reviewing the second statement you noticed that you were charged for the magazine subscriptions that you did not authorize. You are requesting that the balance on the account is zero and also asking for the refund of the payment of $26.33 is refunded to you due to the account was paid in full. I am happy to share my findings with you. When customers make purchases, they are offered an optional magazine subscription. This product is offered through Synapse Retail Ventures, a third party vendor. Please be advised that Synapse Retail Ventures and Comenity Bank are separate entities. Generally, this magazine service includes a free trial period which is disclosed during the enrollment offer. If the magazine enrollment is not cancelled by the end of the trial period, charges for the magazine subscriptions will be applied to the avenue account. Our records indicate that $84.83 in magazine subscription charges were assessed to your account. After a thorough review of the account, credits totaling $41.33 were issued on July 10, 2015, for the payment that was made on May 1, 2015, and the pay by phone fee that was assessed to the account due to this issue. Additionally, Synapse Retail Ventures has issued credits in the amount of $84.83 for the magazine subscription charges which were assessed. Due to the adjustments which were made, your account has a credit balance of $41.33. Because your account has a credit balance, we have requested that a refund check of $41.33 be sent to you. Please allow 14 business days, to receive your refund check, by separate mailing. You are a valued customer and we hope you find this information helpful. Should you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, [redacted] Consumer Relations Specialist
We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues Roaman’s® credit card accounts, and we are here to assist you with all account-related questions or concerns. I appreciate the opportunity to respond to...
your concerns. We understand from your complaint that you placed an order in late July through Roaman’s and you did not receive the correct merchandise, so you returned the items. You attempted to reorder the items, but you still received the wrong merchandise. Even though the items were returned, you were still charged for the items by Comenity Bank, when you received your bill. You advised Comenity Bank that all of the merchandise was returned but you still continue to receive bills with added late fees and finance charges. You are requesting to have the charges removed and your account closed. Please note Comenity Bank and Roaman’s are two separate entities. The Bank issues, and is responsible for addressing questions related to, your credit card account. Roaman’s is responsible for handling matters related to sales, merchandise processing, returns, and shipping. When ordering merchandise by mail, you generally will be charged for shipping and handling as well as the cost of the merchandise. If merchandise is returned within 90 days, Roaman’s will refund the cost of the merchandise, but shipping and handling charges are not refundable. If you use the Customer Return Label for your return, Roaman’s will charge your account $7.50 when processing your return. Roaman’s return policy states: Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within 90 days. We are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges). For returns made after 90 days, we will issue a gift card equal to the purchase price (less shipping and handling charges) that can be used toward a future purchase. 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 (CCA). I have enclosed copies of the billing statements which show the account activity that comprised the account balance. We have spoken to Roaman’s on your behalf. The Bank was provided with the receipts for your orders. Roaman’s has advised that you placed two orders that were processed to the account. You placed your first order on April 16, 2016, in the amount of $71.97. The merchandise was returned on August 5. 2016; as this was past 90 days, a merchandise credit in the amount of $59.98 was issued to you. You placed your second order on July 6, 2016, in the amount of $59.97. You utilized a gift card in the amount of $13.28 lowering the total to $46.69. The merchandise was returned on August 29, 2016, and a full refund in the amount of $59.97 was issued to your Roaman’s® account. After researching the account, the Bank finds the balance to be valid; as such, we respectfully decline your request to remove any fees. As of the date of this letter, the balance on the account is $125.44, with a minimum payment of $20.00, due by January 2, 2017. The Roaman’s® account was closed, per your request, on September 23, 2016. You are a valued customer, and we apologize for any confusion or frustration this matter has caused you. Should you have any further questions regarding your accounts, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Amanda R** Consumer Relations Specialist CC: Revdex.com
Dear [redacted]:
We received the inquiry you sent to the Revdex.com (Revdex.com), regarding the above-noted account. Your inquiry was forwarded to Comenity Bank. Comenity Bank issues the VICTORIA’S SECRET credit card, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your concerns.
We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please find enclosed a copy of our response sent to you on August 9, 2016.
As outlined in our previous correspondence, Bank records confirm the balance and fees as valid. Our decision remains the same; therefore, we are unwilling to have the account reopened or the fees removed.
Your account balance is $1,091.21 and we recommend you contact our Recovery team at ###-###-#### (TDD/TTY ###-###-####) for payment arrangements.
I hope this information is helpful. If you have any further questions, please contact our Recovery team at the number above.
Sincerely,
Jack C[redacted]Consumer Relations Specialist
cc: Revdex.com
Enclosure
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Peebles credit card. We are here to answer your questions and assist with yourconcerns.We understand from your complaint that you sent your check two weeks prior...
to your due date. You statethat this has happened before and the Bank refunded the late fee. You state that you were rudely told thatnothing could be done. Furthermore, you are requesting to have the late fee refunded.Bank records indicate your payment due date is the third of every month. The Peebles account is a regularrevolving account, which means that if there is a balance, a minimum payment is required each billingperiod. 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 explained in the CreditCard Agreement.Due to a late fee credit that was issued to the account on April 15, 2016, your account is not eligible to havean additional late fee credited.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations.We apologize if you felt you did not receive the best customer service. We never intend to treat ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Rosa M[redacted]