Dear [redacted] : Comenity Capital Bank (Bank) has received your additional correspondence regarding the above-referenced accountComenity Capital Bank issues the HSN credit cardWe are here to answer your questions and assist with your concernsWe understand from your complaint that you contacted HSN regarding your dispute and were told that HSN does not handle the credit cardYou state that you have been a victim of identity theft and are aware of who the perpetrator isFurthermore, you state that Comenity Capital Bank has not cooperated with you in regards to a list of all of the purchases that have been made to your HSN credit cardPlease understand that Comenity Capital Bank and HSN are two separate entitiesThe Bank is responsible for addressing questions related to the credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shippingBank records indicate Comenity Capital Bank provided you with copies of the billing statements that show all of your purchases and the interest that has been charged to your HSN credit card on December 9, If you believe you have been a victim of identity theft, please contact our Account Protection (Fraud) team at ###-###-#### for assistanceAdditionally, we strongly suggest that you place a fraud alert on your credit reportYou may contact one of the credit-reporting agencies listed below to initiate the alertExperian (TRW) TransUnion (TRU) Equifax (CBI) PO Box PO Box PO Box Experian Parkway Springfield, PA - Atlanta, GA - Allen, TX - ###-###-#### ###-###-#### ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, Rosa M
Dear Ms [redacted] : Thank you for contacting Comenity Bank As the bank that issues Victoria’s Secret Angel credit card accounts, we are here to answer account-related questions Your complaint submitted to the Better Business Bureau was forwarded to my attention for review I appreciate the opportunity to assist Your complaint states that you had issues paying your bill due to unemployment; however, you paid the balance in 2008, and closed the account In November 2015, you received calls from collection agencies which were rude and you were hung up on before speaking to anyone So much time has passed that you no longer have proof you paid the account balance in full Furthermore, you state that you paid another $to settle the account, and never got a confirmation letter After attempting to call the collection agency for a copy of the letter the number no longer worked On March 21, 2016, you received another call from a different collection agency and you were told that you owed more than $ After advising them that you refuse to pay, and that you were calling the police, you were hung up on You would like to be refunded the $you paid in November and you never want to be contacted again by Victoria’s Secret or any associated parties Please find a summary of your account below I have enclosed a copy of the account Credit Card Agreement (CCA) The Bank is required to keep records on file for a period of time applicable by law As this timeframe has expired, we are unable to provide you with billing statement copies Please note that use of the account or failure to close the account within days of receiving the CCA indicates acceptance of the terms of the agreement, including the assessment of any finance charges and fees In addition, Comenity Bank has no record that you paid the last charge in or that you closed the account If you have record of sending this payment, such as a front and back copy of the cashed check or a valid bank statement showing the payment was withdrawn from your checking account, we would be happy to research this further This documentation can be sent to the address noted above, or you may send a fax to ###-###-#### Additionally, as the payment for $was made after the account was transferred, Comenity Bank would have no record of this payment and is unable to refund this amount to you You would need to contact the collection agency you paid, and further dispute the payment with them directly We apologize for any confusion or inconvenience this matter may have caused you If you have any further questions or concerns, please contact NCO at the number provided They will be happy to assist you.Sincerely,Shawnda Y***
Dear [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account Comenity Bank issues LANE BRYANT 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 opened an account on August 10, At that time you made a purchase in the amount of $36.91; however, you did not receive a credit card or a statement You also indicate that two months later you received calls from Comenity Bank advising that you had an outstanding balance on the account As you were unfamiliar with Comenity Bank, you called LANE BRYANT to verify that the Bank was associated with the account, and confirmed that Comenity Bank finances LANE BRYANT credit cards Upon receiving a follow up call from the Bank, you advised the representative that you did not receive your credit card, nor statements, for this account You set up a payment for $35.00, and believed the balance was paid in full However, on June 9, 2016, you received a letter from the Bank with an offer to settle the account balance if you made a payment of $ You are requesting to have all remaining fees removed from the account, and your credit file updated, due to the non-receipt of statements I am happy to share my findings with you On July 6, 2016, I tried to reach you via telephone using the number ending in ***, to discuss this matter with you Unfortunately, my attempt was unsuccessful Please be assured that I listened to the call in question regarding the payment of $ During this call you stated that you wanted to make a payment on your account in full, and you thought the payment was around $ At that time, the Bank representative advised you that the minimum payment was $35.00, and the late fee would be removed Additionally, you advised the representative that you did not receive your statements, or your credit card, and you were transferred to our customer care department to request another credit card be issued to you After a thorough review of the account, there is no indication of your mail being returned to the Bank At the time of the $payment, the full balance on the account was $36.91; therefore, this left a small balance on the account of $which, due to payments not being received, caused late fees and finance charges to be assessed to the account After a thorough review of the account, we found no Bank errors, and our records did not indicate that your statements were returned to the Bank as undeliverable As a courtesy, credits totaling $were issued to the account for the fees that were assessed due to non-receipt of statements As of the date of this letter, the balance on the account is zero Additionally, please be advised that the credit limit has been reinstated to the original credit limit of $750.00, and I have reissued your credit card under separate cover Please allow to business days for your credit card to arrive Please be assured that notification has been sent to the national credit-reporting agencies with instructions to delete the negative information reporting on the LANE BRYANT account from your credit bureau report Please allow up to days for this information to reflect in their records We hope you find this information helpful, and we sincerely apologize for any frustration or inconvenience this matter has caused you If you have any further questions regarding your account, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist you Sincerely, Renee S***
Dear Mr [redacted] : We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account Comenity Bank issues Herberger’s credit card accounts, and we are here to assist you with any account-related questions Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns Our understanding, as you stated in the Revdex.com complaint, you were enrolled in the Account Assure program without your approval and charged $ Furthermore, you are requesting to have the Account Assure program cancelled and your Herberger’s account credited back for the charge Comenity Bank understands your concerns in the complaint and would like to take this moment to explain our findings After researching our records, we had reviewed your application processed at the Herberger’s store in StCloud, MN During our review, we had found the store associate enrolled you in the Account Assure program on November 26, Due to this, the enrollment charges started when your first purchase was made Once the billing statement generated on December 15, 2015, with a balance; there was a $premium fee assessed to the account for Account Assure Please be assured that Comenity Bank has contacted Account Assure, on your behalf, cancelling the program as of December 18, In addition, we had credited the $premium fee on December 21, 2015, bringing your account to a credit balance As of the date of this letter, we have issued a refund check for the $credit balance and you should receive it within days We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you If you have any further questions about your account, please contact me at (800) 675-5685, ext [redacted] (TDD/TTY (800) 695-1788) I will be happy to assist you Sincerely, Jack C [redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Talbots credit cardWe are here to answer your questions and assist with your concerns You state you opened the above-referenced account in September of 2016, and after you received your credit card and first bill, you paid the account in full; however, every month since then, you have received late fees and finance chargesWhen you have written the Bank, you have been told that the account was already credited, and that there is nothing that they can doYou are requesting to have the late fees and finance charges removed from your accountWe sincerely apologize for any frustration or inconvenience this matter may have caused you Thank you for speaking with me on February 14, As a follow up to our conversation, on February 14, 2017, a credit of $was issued to the account to remove the previously assessed finance chargesYour account balance, as of today’s date, is zero Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Laura R [redacted]
Dear [redacted] :We received your complaint, submitted to the Revdex.com, regarding the above-notedaccountComenity Bank issues your VICTORIA’S SECRET credit card account, and we are hereto help answer all account-related questionsYour complaint was forwarded to my attention, andI appreciate this opportunity to assist you.Your complaint states that although we closed your account, we are charging interest on the debtowedYou have requested the Bank to zero out the debt owed.Please find a summary of your account belowI have enclosed a copy of the account Credit CardAgreement (CCA), as well as copies of the monthly billing statements which show the accountactivity that comprised the account balance and delinquencies which are reporting to the creditbureaus.Bank records indicate the VICTORIA’S SECRET account was opened on April 15, 2015; use ofthe account, or failure to close the account within 30-days of receiving the CCA indicatesacceptance of the terms of the agreement, including the assessment of any finance charges andfeesThe last purchase of $posted to your VICTORIA’S SECRET account on May 25,2015, and the last payment of $posted to the account on July 9, As of the date ofthis letter, your account has a balance of $692.02, with a minimum payment of $due byOctober 1, Your account is currently six billing periods past dueShould your accountexceed six consecutive billing periods past due, your account will be charged off for non-paymentand reported to the national credit-reporting agencies as an unpaid debt.We understand customers may experience difficulty making their payments due to economicfactorsYou may be eligible for enrollment in our 12-Month Customer Hardship Program or ourCustomer Long-Term Workout ProgramThese programs can provide customers with specialterms in order to help bring the account currentIf you are interested in obtaining information onwhether you qualify for one of these programs, please call ###-###-####.Also, customers who are experienceing financial diffuculties are urged to contact a non-profitConsumer Credit Counseling Service (CCCS), organization for assistanceTheir programs canprovide options such as reducing the interest rate and the minimum payment requirements, andcould include all of your creditorsComenity Bank supports and participates in the programsprovided by CCCS agenciesShould you wish to obtain information regrding their programs andfor a member agency located near you, please contact the National Foundation for CreditCounceling at ###-###-####.Please be advised that Comenity Bank finds the balance to be valid; therefore, we are unwillingto zero the balance.Furthermore, the address you provided in your complaint is different than the address we havelisted on your accountIf this information needs to be changed to reflect the address noted above,please contact me.We hope this information is helpfulIf you have any further questions or concerns, please contactme at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Shawnda Y***
Thank you for contacting Comenity Bank regarding the above-referenced accountAs the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questionsYour letter, submitted to the Revdex.com, was forwarded to my attention for review, and I appreciate the opportunity to assist you.We understand from your complaint that you accumulated enough points to receive a $and $Reward CertificateUnfortunately, you did not receive the rewards and contacted the Bank, which you were told they would be mailed out againAdditionally, you were offered the Reward Certificate numbers; however, one had expired and the other was expiring soon afterAs compensation, you were to receive a $credit to your account, which you have not seen postedYou did however notice a finance chargeYou would like the Bank to honor their promise and send you the Reward Certificates or process the $credit to your accountYou also have asked for an additional credit for the inconvenience you have experienced.Please be assured that we have reviewed your Victoria’s Secret/PINK accountOur research concludes that you did earn Rewards Certificates on August and September 6, Furthermore, we show that you moved and changed your address in September 2015, so the rewards were sent to the old addressYou contacted the Bank on November 20, 2015, and our associate filed a request to replace one of the rewardsWe apologize; however, reward replacements can take 4-weeks to arrive.In addition, you contacted the Bank on December 4, and, for the inconvenience a $credit adjustment was issued to the accountBecause this credit was applied after your December bill date, the credit will reflect on your January billing statementAlso, we are happy to issue the remaining $credit adjustment to your accountPlease be advised that this credit will also reflect on the January billing statement.Again, we sincerely apologize for the frustration and inconvenience you have experienced, and we hope this information is helpfulIf you any further questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,
Dear [redacted] ***: Comenity Bank has received your correspondence regarding the above-referenced accountComenity Bank issues Venus credit card accountsWe are here to answer your questions and assist with your concernsYour complaint states that you notified the Bank that a charge on your account was being disputed because you had not received the itemHowever, your account was charged late fees and finance charges while you were disputing the chargeYou are requesting that the fees be waived and any delinquencies on your credit bureau report be removedI understand your concerns, and apologize for any confusion or frustration this may have caused youOur records indicate that on May 30, 2017, a total credit of $was issued to your accountAs of the date of this letter, please be advised that your account balance is zeroFurthermore, please be advised that your account was not reported as delinquent to the national credit-reporting agenciesI hope you found this information to be helpfulIf you have any further questions or concerns, please feel free to contact me at ###-###-####Sincerely, [redacted] *** [redacted] *** Compliance Dept– Consumer Responses
Dear [redacted] We have received your complaint regarding a Comenity Bank credit card accountComenity Bank issues multiple retail credit card accounts, and we are here to help answer your account-related questionsI appreciate the opportunity to assist you with your concernsWe understand from your complaint that you placed an order with Bath and Body Works and were charged twice for your orderYou are requesting a refund for the duplicate chargeI understand your concerns and I apologize for any frustration or inconvenience this matter may have caused youPlease be advised that we have attempted to locate an account in your name with the information provided; however, we are unable to locate the account you are referring toTo locate an account, we would need additional informationPlease provide the following: ? Complete Account Number ? Any Previous Names ? Any Previous Addresses ? Home Telephone Number ? Social Security number This information can be mailed to the address listed above or faxed to my attention at ###-###-####I hope you find this information to be helpfulShould you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist youSincerely, Jenny W*** [redacted]
Thank you for your complaint, addressed to the Revdex.com, regarding the above notedaccountComenity Capital Bank issues Virgin America Visa@ credit card accounts, andwe respond to all account-related questionsYour complaint was forwarded to my attention,and I appreciate this opportunity to assist you.Your compliant indicates that you have not received the companion ticket codeYou state thatyou have paid the annual fee that is associated with the credit card and have not received anybenefits from having the credit cardYou are asking for a refund on the annual fee in theamount of $49.00.Bank records indicate an error occurred with the companion ticket code, we will be sending youyour companion code by next weekUnfortunately, we were unaware of this error andapologize for the inconvenience you have experienced due to this error.In the interest of customer service we have issued a credit in the amount of $for theannual fee.Should you have any questions or concerns, please feel free to contact me at ###-###-####ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,
Dear Ms [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account Comenity Bank issues LANE BRYANT 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 while reviewing your credit file you noticed that a late payment was reported on your credit file You also indicate that the Bank did not advise you of the missed payment You are requesting that the Bank advise accountholders when they have missed a payment I am happy to share my findings with 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 required, the account will be assessed a late fee, as explained in the Credit Card Agreement.After a thorough review of the account, our records indicate that a statement was issued to you on March 8, 2016, with a balance of $and a minimum payment of $due on April 3, As the no payment was received by the due date, another late fee and finance charges was assessed to the account The Bank received your March minimum payment of $on March 3, Thank you for this payment After this payment your balance became $594.09.On April 7, 2016, a statement was issued to you with a balance of $with a minimum payment due of $due on May 3, As no payment was received by the due date a late fee and finance charge was assessed to the account Please be advised that the Bank contacts our customers regarding past due payments via the telephone numbers that are listed on their accounts It appears that the Bank attempted to contact you several times via the telephone number ending in and to discuss this matter with you It appears their attempts were unsuccessful.As of the date of this letter, the account balance is $537.58.A recent review of the information being reported to the credit-reporting agencies for your LANE BRYANT credit card account indicated a discrepancy To address this matter, we have updated our records and notified the credit-reporting agencies of the changes that need to be made to your credit report Please allow days for their records to be updatedWe hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you If you have any further questions about your account, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist you.Sincerely, Renee S***
I have faxed you the information you requested this morningI do not have an account number because I do not have an account with you so I sent you what the credit report and Experian sent me that show a partial account number but has all the info you should need to get this removed from my reportIf you need more let me know Regards, [redacted] ***
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Lane Bryant credit cardWe 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 customerserviceYou 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 telephoneconversationsWe apologize if you felt you did not receive the best customer serviceWe neverintend to treat our customers in a less-than-satisfactory mannerWe 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 creditreportingMany times a payment is overlooked, and reminder calls or payment discussions arehelpful to bring the account back to a current statusWe 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 economicfactorsYou may be eligible for enrollment in our 12-Month Customer Hardship Program or in ourCustomer Long-Term Workout ProgramThese programs can provide customers with specialterms in order to help bring the account currentIf 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 assistanceTheir programs canprovide options such as reducing the interest rate and the minimum payment requirement andcould include all of your creditorsWe support and participate in the programs provided by theCCCS agenciesShould 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:a.mand 5:p.mMondaythrough FridayUnfortunately, 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 IDCaller 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 helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M [redacted] Compliance Dept– Consumer Responses
Dear Ms [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referencedaboveComenity Bank issues your fullbeauty® credit card account, and we are here to assist you with allaccount-related questionsI appreciate the opportunity to respond to your concerns.We understand from your complaint that you paid off your account in You were charged a clubmembership fee that you never ordered plus minimum charges and late feesYou have attempted toresolve this with Comenity BankYou are requesting a refund of $23.00.We have contacted fullbeauty on your behalf and their records indicate that you enrolled in the ShopperClub Membership during an online purchase June 23, The membership automatically renews perthe terms and conditions the customer’s agree to when subscribing to the membership.Additionally, we have contacted fullbeauty on your behalf and they have assured us that as of September23, 2016, your membership has been canceled, and a credit of $was processed to your account onSeptember 28, 2016.On October 28, 2016, credits totaling $were issued for the Bank fees assessed to the accountAsof the date of this letter, your account is closed and you have a credit balance of $We have requesteda refund be sent, that you should receive in days, under separate cover.Please be assured, notification has been sent to the national credit-reporting agencies with instructions todelete the negative payment information from your credit bureau reportPlease allow them days toupdate their records.We sincerely apologize for the frustration and inconvenience this matter may have caused youShouldyou 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]
Dear [redacted] :Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Younkers credit cardWe are here to answer your questionsand assist with your concerns.We understand that you have contacted our Customer Service Department to request your refundand were told that due to the dispute not being resolved, they were unable to issue the refund toyou.We apologize for the inconvenience that you have encountered, please be advised that we haveverified that your dispute has been closed, and have issued the refund check in the amount of$202.45, which has been mailed separately.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M [redacted] Compliance Dept– Consumer Responses
Dear Paul Suijk: We have received the complaint regarding the above-noted accountComenity Bank issues Arhaus Furniture credit card accounts, and we respond to all account-related inquiriesYour complaint was forwarded to my attention, and I appreciate the opportunity to assist you.I understand your concern regarding the finance charge that was assessed to your accountOur records indicate that on June 3, 2014, a purchase of $7,posted to your account and was placed on a month deferred interest, 1% payment required plan that was sent to expire on June 3, In addition, on June 5, 2014, a purchase of $3,posted to your account and was placed on a Month Deferred Interest, 1% Payment Required Plan, which was scheduled to expire on June 6, For purchases on these plans, the customer is required to make payments on the promotional plan balance that are less than the minimum monthly payment for their regular revolving balance (generally 1%)Interest is accrued (calculated, but not added to the balance) and if the balance is not paid in full by the plan end date, the accrued fiancé charges, which were calculated from the dare of the original purchase, will be added to the deferred balance, and this balance will be moved to the customer’s regular revolving balanceThis information appeared on your monthly billing statements, under the heading, “Details of your plans”I have enclosed your billing statements for your reviewUpon further review, our records indicate that on May 8, 2015, a statement was issued to you showing a balance of $1,502.00, with a minimum payment of $due by May 1, Please be advised that under the “details of your plan” section of your statement, it states that the balance of $7,needed to be paid in full by June 3, 2015, and the balance of $3,need to be paid in full by June 6, 2015, to avoid paying the accrued interestAs a result of the deferred balances not being paid in full by the plan end date, the accrued finance charge of $1,and $were assessed to your accountComenity Bank has not found any errors with the account, however, on June 15, 2015, in the interest of customer services, a total credit of $for finance charges was issued to your account, and we are unwilling to remove any additional finance charges that were assessed to account, as they are valid chargesWe hope you find this information to be helpfulShould you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist youSincerely, [redacted] ***Consumer Relations Specialist
We have received your complaint, on behalf of your mother, addressed to the Revdex.com, regarding the above-referenced account Comenity Capital Bank issues [redacted] credit card account, and we are here to assist with all account-related questions Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concernsWe understand from you complaint that a few weeks ago your mother passed, we are sorry to hear of the passing of your mother Additionally, you state that you are the executor of the estate for your mother and you located a statement for the above-referenced account with a balance or $which was the original price with interest and fees applied You also state that you placed several calls to Comenity Capital Bank to resolve this matter and you were not given to the opportunity to settle the account as the account went directly to collections I am happy to share my findings with you After thorough review of our records, the Bank would need additional information to locate the account in question We are unable to resolve this matter without having additional information to research your concerns Please provide the following: A valid account number for the [redacted] credit card accountSocial Security Number(s)Address associated with the accountTelephone number as listed on the accountAny previous names This information may be mailed to my attention at the address listed above or faxed to ###-###-#### Once this information is received, we should be able to locate the account and further research your concerns If you have any further questions, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist you
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Haband credit cardWe are here to answer your questions and assist with your concerns We understand from your complaint that you made a purchase in December 2016; however, you did not receive the billing statement until February You state that the Bank refused to remove the late fee of $You are requesting to have the late fee of $removed, as you paid the balance in fullI am happy to share my findings Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement Please be advised the Bank received no indication that the billing statements were undeliverable, nor were they returned to the Bank Bank records indicate that a billing statement was issued January 11, 2017, with an outstanding balance of $and a minimum payment of $27.00, due by February 6, No payment was received by the due date and a late fee of $was assessedA payment was received on February 7, 2017, in the amount of $A billing statement was issued on February 8, 2017, with an outstanding balance and minimum payment of $due by March 6, When you contacted the Bank on February 16, 2017, the account was not eligible for a late fee removal, as a late fee was previously removed on January 28, Although the Bank finds no error, in the interest of customer service I have credited the late fee of $ I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely,
Dear [redacted] We received your complaint, addressed to the Revdex.com, regarding the above referenced accountsComenity Capital Bank issues HSN, Home & Garden Showplace, and Grand Rental Station credit card accounts, and we are here to help answer your account-related questionsI appreciate the opportunity to assist you with your concerns.We understand from your correspondence that you provided documentation to the Bank; however, you were advised by a representative from our Account Protection team that we had not received those documentsFurthermore, you are requesting that all your accounts be restoredAdditionally, you state we have your permission to discuss the accounts with your son, Brian SelzerI understand your concerns and I apologize for any frustration or inconvenience this matter may have caused you.Please be assured we have notated the accounts that we may speak with your son, [redacted] regarding the accounts.After reviewing your accounts, our records indicate that we would need to verify additional information before we can reopen all of your accounts, please contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####)They would be happy to assist you.I hope you find this information to be helpfulShould you have any additional questions or concerns, please contact Account Protection.Sincerely,Jenny W [redacted]
Dear [redacted] : Comenity Capital Bank (Bank) has received your additional correspondence regarding the above-referenced accountComenity Capital Bank issues the HSN credit cardWe are here to answer your questions and assist with your concernsWe understand from your complaint that you contacted HSN regarding your dispute and were told that HSN does not handle the credit cardYou state that you have been a victim of identity theft and are aware of who the perpetrator isFurthermore, you state that Comenity Capital Bank has not cooperated with you in regards to a list of all of the purchases that have been made to your HSN credit cardPlease understand that Comenity Capital Bank and HSN are two separate entitiesThe Bank is responsible for addressing questions related to the credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shippingBank records indicate Comenity Capital Bank provided you with copies of the billing statements that show all of your purchases and the interest that has been charged to your HSN credit card on December 9, If you believe you have been a victim of identity theft, please contact our Account Protection (Fraud) team at ###-###-#### for assistanceAdditionally, we strongly suggest that you place a fraud alert on your credit reportYou may contact one of the credit-reporting agencies listed below to initiate the alertExperian (TRW) TransUnion (TRU) Equifax (CBI) PO Box PO Box PO Box Experian Parkway Springfield, PA - Atlanta, GA - Allen, TX - ###-###-#### ###-###-#### ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, Rosa M
Dear Ms [redacted] : Thank you for contacting Comenity Bank As the bank that issues Victoria’s Secret Angel credit card accounts, we are here to answer account-related questions Your complaint submitted to the Better Business Bureau was forwarded to my attention for review I appreciate the opportunity to assist Your complaint states that you had issues paying your bill due to unemployment; however, you paid the balance in 2008, and closed the account In November 2015, you received calls from collection agencies which were rude and you were hung up on before speaking to anyone So much time has passed that you no longer have proof you paid the account balance in full Furthermore, you state that you paid another $to settle the account, and never got a confirmation letter After attempting to call the collection agency for a copy of the letter the number no longer worked On March 21, 2016, you received another call from a different collection agency and you were told that you owed more than $ After advising them that you refuse to pay, and that you were calling the police, you were hung up on You would like to be refunded the $you paid in November and you never want to be contacted again by Victoria’s Secret or any associated parties Please find a summary of your account below I have enclosed a copy of the account Credit Card Agreement (CCA) The Bank is required to keep records on file for a period of time applicable by law As this timeframe has expired, we are unable to provide you with billing statement copies Please note that use of the account or failure to close the account within days of receiving the CCA indicates acceptance of the terms of the agreement, including the assessment of any finance charges and fees In addition, Comenity Bank has no record that you paid the last charge in or that you closed the account If you have record of sending this payment, such as a front and back copy of the cashed check or a valid bank statement showing the payment was withdrawn from your checking account, we would be happy to research this further This documentation can be sent to the address noted above, or you may send a fax to ###-###-#### Additionally, as the payment for $was made after the account was transferred, Comenity Bank would have no record of this payment and is unable to refund this amount to you You would need to contact the collection agency you paid, and further dispute the payment with them directly We apologize for any confusion or inconvenience this matter may have caused you If you have any further questions or concerns, please contact NCO at the number provided They will be happy to assist you.Sincerely,Shawnda Y***
Dear [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account Comenity Bank issues LANE BRYANT 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 opened an account on August 10, At that time you made a purchase in the amount of $36.91; however, you did not receive a credit card or a statement You also indicate that two months later you received calls from Comenity Bank advising that you had an outstanding balance on the account As you were unfamiliar with Comenity Bank, you called LANE BRYANT to verify that the Bank was associated with the account, and confirmed that Comenity Bank finances LANE BRYANT credit cards Upon receiving a follow up call from the Bank, you advised the representative that you did not receive your credit card, nor statements, for this account You set up a payment for $35.00, and believed the balance was paid in full However, on June 9, 2016, you received a letter from the Bank with an offer to settle the account balance if you made a payment of $ You are requesting to have all remaining fees removed from the account, and your credit file updated, due to the non-receipt of statements I am happy to share my findings with you On July 6, 2016, I tried to reach you via telephone using the number ending in ***, to discuss this matter with you Unfortunately, my attempt was unsuccessful Please be assured that I listened to the call in question regarding the payment of $ During this call you stated that you wanted to make a payment on your account in full, and you thought the payment was around $ At that time, the Bank representative advised you that the minimum payment was $35.00, and the late fee would be removed Additionally, you advised the representative that you did not receive your statements, or your credit card, and you were transferred to our customer care department to request another credit card be issued to you After a thorough review of the account, there is no indication of your mail being returned to the Bank At the time of the $payment, the full balance on the account was $36.91; therefore, this left a small balance on the account of $which, due to payments not being received, caused late fees and finance charges to be assessed to the account After a thorough review of the account, we found no Bank errors, and our records did not indicate that your statements were returned to the Bank as undeliverable As a courtesy, credits totaling $were issued to the account for the fees that were assessed due to non-receipt of statements As of the date of this letter, the balance on the account is zero Additionally, please be advised that the credit limit has been reinstated to the original credit limit of $750.00, and I have reissued your credit card under separate cover Please allow to business days for your credit card to arrive Please be assured that notification has been sent to the national credit-reporting agencies with instructions to delete the negative information reporting on the LANE BRYANT account from your credit bureau report Please allow up to days for this information to reflect in their records We hope you find this information helpful, and we sincerely apologize for any frustration or inconvenience this matter has caused you If you have any further questions regarding your account, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist you Sincerely, Renee S***
Dear Mr [redacted] : We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account Comenity Bank issues Herberger’s credit card accounts, and we are here to assist you with any account-related questions Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns Our understanding, as you stated in the Revdex.com complaint, you were enrolled in the Account Assure program without your approval and charged $ Furthermore, you are requesting to have the Account Assure program cancelled and your Herberger’s account credited back for the charge Comenity Bank understands your concerns in the complaint and would like to take this moment to explain our findings After researching our records, we had reviewed your application processed at the Herberger’s store in StCloud, MN During our review, we had found the store associate enrolled you in the Account Assure program on November 26, Due to this, the enrollment charges started when your first purchase was made Once the billing statement generated on December 15, 2015, with a balance; there was a $premium fee assessed to the account for Account Assure Please be assured that Comenity Bank has contacted Account Assure, on your behalf, cancelling the program as of December 18, In addition, we had credited the $premium fee on December 21, 2015, bringing your account to a credit balance As of the date of this letter, we have issued a refund check for the $credit balance and you should receive it within days We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you If you have any further questions about your account, please contact me at (800) 675-5685, ext [redacted] (TDD/TTY (800) 695-1788) I will be happy to assist you Sincerely, Jack C [redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted] ,Comenity Bank issuesandservicesyour [redacted] credit card account(s)andwerespondtoallaccountrelated matters.Wereceivedyourdisputeforcharge(s)billedto [redacted] credit card account.Please beassuredthatwewillworkdiligentlytoresolveyourdispute.However,disputeresolutions...⇄ tobillingerrorsmaytakeupninety(90)dayscomplete.If wereceivedyourdisputelaterthantwobillingcyclesfollowingthedateofpurchaseanditisr...⇄ yourdissatisfactionwithgoodsand/orservicespurchasedcreditcardaccountitmaytakeadd...⇄ timetoinvestigate.While wecompleteourinvestigation:We willnotattempttocollectforthecharge(s)inquestionorreportthisinformationasbeingde...⇄ thecreditreportingagenciesA provisionalcreditmaybeissuedtoyouraccountforthecharge(s)inquestionYou donothavetopaythedisputedcharge(s)atthistime,however,ifapplicable,youarestillres...⇄ formakingpaymentsontheremainingbalance(s),asindicatedyourbillingstatement(s)Upon completionofourinvestigation,wewillcommunicatedecisionbymail.We appreciateyourpatiencewhileweareconductingourinvestigation.Dispute Date Transaction Transaction DescriptionSincerely,Customer Careteam
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Talbots credit cardWe are here to answer your questions and assist with your concerns You state you opened the above-referenced account in September of 2016, and after you received your credit card and first bill, you paid the account in full; however, every month since then, you have received late fees and finance chargesWhen you have written the Bank, you have been told that the account was already credited, and that there is nothing that they can doYou are requesting to have the late fees and finance charges removed from your accountWe sincerely apologize for any frustration or inconvenience this matter may have caused you Thank you for speaking with me on February 14, As a follow up to our conversation, on February 14, 2017, a credit of $was issued to the account to remove the previously assessed finance chargesYour account balance, as of today’s date, is zero Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Laura R [redacted]
Dear [redacted] :We received your complaint, submitted to the Revdex.com, regarding the above-notedaccountComenity Bank issues your VICTORIA’S SECRET credit card account, and we are hereto help answer all account-related questionsYour complaint was forwarded to my attention, andI appreciate this opportunity to assist you.Your complaint states that although we closed your account, we are charging interest on the debtowedYou have requested the Bank to zero out the debt owed.Please find a summary of your account belowI have enclosed a copy of the account Credit CardAgreement (CCA), as well as copies of the monthly billing statements which show the accountactivity that comprised the account balance and delinquencies which are reporting to the creditbureaus.Bank records indicate the VICTORIA’S SECRET account was opened on April 15, 2015; use ofthe account, or failure to close the account within 30-days of receiving the CCA indicatesacceptance of the terms of the agreement, including the assessment of any finance charges andfeesThe last purchase of $posted to your VICTORIA’S SECRET account on May 25,2015, and the last payment of $posted to the account on July 9, As of the date ofthis letter, your account has a balance of $692.02, with a minimum payment of $due byOctober 1, Your account is currently six billing periods past dueShould your accountexceed six consecutive billing periods past due, your account will be charged off for non-paymentand reported to the national credit-reporting agencies as an unpaid debt.We understand customers may experience difficulty making their payments due to economicfactorsYou may be eligible for enrollment in our 12-Month Customer Hardship Program or ourCustomer Long-Term Workout ProgramThese programs can provide customers with specialterms in order to help bring the account currentIf you are interested in obtaining information onwhether you qualify for one of these programs, please call ###-###-####.Also, customers who are experienceing financial diffuculties are urged to contact a non-profitConsumer Credit Counseling Service (CCCS), organization for assistanceTheir programs canprovide options such as reducing the interest rate and the minimum payment requirements, andcould include all of your creditorsComenity Bank supports and participates in the programsprovided by CCCS agenciesShould you wish to obtain information regrding their programs andfor a member agency located near you, please contact the National Foundation for CreditCounceling at ###-###-####.Please be advised that Comenity Bank finds the balance to be valid; therefore, we are unwillingto zero the balance.Furthermore, the address you provided in your complaint is different than the address we havelisted on your accountIf this information needs to be changed to reflect the address noted above,please contact me.We hope this information is helpfulIf you have any further questions or concerns, please contactme at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Shawnda Y***
Thank you for contacting Comenity Bank regarding the above-referenced accountAs the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questionsYour letter, submitted to the Revdex.com, was forwarded to my attention for review, and I appreciate the opportunity to assist you.We understand from your complaint that you accumulated enough points to receive a $and $Reward CertificateUnfortunately, you did not receive the rewards and contacted the Bank, which you were told they would be mailed out againAdditionally, you were offered the Reward Certificate numbers; however, one had expired and the other was expiring soon afterAs compensation, you were to receive a $credit to your account, which you have not seen postedYou did however notice a finance chargeYou would like the Bank to honor their promise and send you the Reward Certificates or process the $credit to your accountYou also have asked for an additional credit for the inconvenience you have experienced.Please be assured that we have reviewed your Victoria’s Secret/PINK accountOur research concludes that you did earn Rewards Certificates on August and September 6, Furthermore, we show that you moved and changed your address in September 2015, so the rewards were sent to the old addressYou contacted the Bank on November 20, 2015, and our associate filed a request to replace one of the rewardsWe apologize; however, reward replacements can take 4-weeks to arrive.In addition, you contacted the Bank on December 4, and, for the inconvenience a $credit adjustment was issued to the accountBecause this credit was applied after your December bill date, the credit will reflect on your January billing statementAlso, we are happy to issue the remaining $credit adjustment to your accountPlease be advised that this credit will also reflect on the January billing statement.Again, we sincerely apologize for the frustration and inconvenience you have experienced, and we hope this information is helpfulIf you any further questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,
Dear [redacted] ***: Comenity Bank has received your correspondence regarding the above-referenced accountComenity Bank issues Venus credit card accountsWe are here to answer your questions and assist with your concernsYour complaint states that you notified the Bank that a charge on your account was being disputed because you had not received the itemHowever, your account was charged late fees and finance charges while you were disputing the chargeYou are requesting that the fees be waived and any delinquencies on your credit bureau report be removedI understand your concerns, and apologize for any confusion or frustration this may have caused youOur records indicate that on May 30, 2017, a total credit of $was issued to your accountAs of the date of this letter, please be advised that your account balance is zeroFurthermore, please be advised that your account was not reported as delinquent to the national credit-reporting agenciesI hope you found this information to be helpfulIf you have any further questions or concerns, please feel free to contact me at ###-###-####Sincerely, [redacted] *** [redacted] *** Compliance Dept– Consumer Responses
Dear [redacted] We have received your complaint regarding a Comenity Bank credit card accountComenity Bank issues multiple retail credit card accounts, and we are here to help answer your account-related questionsI appreciate the opportunity to assist you with your concernsWe understand from your complaint that you placed an order with Bath and Body Works and were charged twice for your orderYou are requesting a refund for the duplicate chargeI understand your concerns and I apologize for any frustration or inconvenience this matter may have caused youPlease be advised that we have attempted to locate an account in your name with the information provided; however, we are unable to locate the account you are referring toTo locate an account, we would need additional informationPlease provide the following: ? Complete Account Number ? Any Previous Names ? Any Previous Addresses ? Home Telephone Number ? Social Security number This information can be mailed to the address listed above or faxed to my attention at ###-###-####I hope you find this information to be helpfulShould you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist youSincerely, Jenny W*** [redacted]
Thank you for your complaint, addressed to the Revdex.com, regarding the above notedaccountComenity Capital Bank issues Virgin America Visa@ credit card accounts, andwe respond to all account-related questionsYour complaint was forwarded to my attention,and I appreciate this opportunity to assist you.Your compliant indicates that you have not received the companion ticket codeYou state thatyou have paid the annual fee that is associated with the credit card and have not received anybenefits from having the credit cardYou are asking for a refund on the annual fee in theamount of $49.00.Bank records indicate an error occurred with the companion ticket code, we will be sending youyour companion code by next weekUnfortunately, we were unaware of this error andapologize for the inconvenience you have experienced due to this error.In the interest of customer service we have issued a credit in the amount of $for theannual fee.Should you have any questions or concerns, please feel free to contact me at ###-###-####ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,
Dear Ms [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account Comenity Bank issues LANE BRYANT 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 while reviewing your credit file you noticed that a late payment was reported on your credit file You also indicate that the Bank did not advise you of the missed payment You are requesting that the Bank advise accountholders when they have missed a payment I am happy to share my findings with 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 required, the account will be assessed a late fee, as explained in the Credit Card Agreement.After a thorough review of the account, our records indicate that a statement was issued to you on March 8, 2016, with a balance of $and a minimum payment of $due on April 3, As the no payment was received by the due date, another late fee and finance charges was assessed to the account The Bank received your March minimum payment of $on March 3, Thank you for this payment After this payment your balance became $594.09.On April 7, 2016, a statement was issued to you with a balance of $with a minimum payment due of $due on May 3, As no payment was received by the due date a late fee and finance charge was assessed to the account Please be advised that the Bank contacts our customers regarding past due payments via the telephone numbers that are listed on their accounts It appears that the Bank attempted to contact you several times via the telephone number ending in and to discuss this matter with you It appears their attempts were unsuccessful.As of the date of this letter, the account balance is $537.58.A recent review of the information being reported to the credit-reporting agencies for your LANE BRYANT credit card account indicated a discrepancy To address this matter, we have updated our records and notified the credit-reporting agencies of the changes that need to be made to your credit report Please allow days for their records to be updatedWe hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you If you have any further questions about your account, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist you.Sincerely, Renee S***
I have faxed you the information you requested this morningI do not have an account number because I do not have an account with you so I sent you what the credit report and Experian sent me that show a partial account number but has all the info you should need to get this removed from my reportIf you need more let me know Regards, [redacted] ***
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Lane Bryant credit cardWe 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 customerserviceYou 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 telephoneconversationsWe apologize if you felt you did not receive the best customer serviceWe neverintend to treat our customers in a less-than-satisfactory mannerWe 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 creditreportingMany times a payment is overlooked, and reminder calls or payment discussions arehelpful to bring the account back to a current statusWe 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 economicfactorsYou may be eligible for enrollment in our 12-Month Customer Hardship Program or in ourCustomer Long-Term Workout ProgramThese programs can provide customers with specialterms in order to help bring the account currentIf 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 assistanceTheir programs canprovide options such as reducing the interest rate and the minimum payment requirement andcould include all of your creditorsWe support and participate in the programs provided by theCCCS agenciesShould 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:a.mand 5:p.mMondaythrough FridayUnfortunately, 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 IDCaller 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 helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M [redacted] Compliance Dept– Consumer Responses
Dear Ms [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referencedaboveComenity Bank issues your fullbeauty® credit card account, and we are here to assist you with allaccount-related questionsI appreciate the opportunity to respond to your concerns.We understand from your complaint that you paid off your account in You were charged a clubmembership fee that you never ordered plus minimum charges and late feesYou have attempted toresolve this with Comenity BankYou are requesting a refund of $23.00.We have contacted fullbeauty on your behalf and their records indicate that you enrolled in the ShopperClub Membership during an online purchase June 23, The membership automatically renews perthe terms and conditions the customer’s agree to when subscribing to the membership.Additionally, we have contacted fullbeauty on your behalf and they have assured us that as of September23, 2016, your membership has been canceled, and a credit of $was processed to your account onSeptember 28, 2016.On October 28, 2016, credits totaling $were issued for the Bank fees assessed to the accountAsof the date of this letter, your account is closed and you have a credit balance of $We have requesteda refund be sent, that you should receive in days, under separate cover.Please be assured, notification has been sent to the national credit-reporting agencies with instructions todelete the negative payment information from your credit bureau reportPlease allow them days toupdate their records.We sincerely apologize for the frustration and inconvenience this matter may have caused youShouldyou 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]
Dear [redacted] :Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Younkers credit cardWe are here to answer your questionsand assist with your concerns.We understand that you have contacted our Customer Service Department to request your refundand were told that due to the dispute not being resolved, they were unable to issue the refund toyou.We apologize for the inconvenience that you have encountered, please be advised that we haveverified that your dispute has been closed, and have issued the refund check in the amount of$202.45, which has been mailed separately.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M [redacted] Compliance Dept– Consumer Responses
Dear Paul Suijk: We have received the complaint regarding the above-noted accountComenity Bank issues Arhaus Furniture credit card accounts, and we respond to all account-related inquiriesYour complaint was forwarded to my attention, and I appreciate the opportunity to assist you.I understand your concern regarding the finance charge that was assessed to your accountOur records indicate that on June 3, 2014, a purchase of $7,posted to your account and was placed on a month deferred interest, 1% payment required plan that was sent to expire on June 3, In addition, on June 5, 2014, a purchase of $3,posted to your account and was placed on a Month Deferred Interest, 1% Payment Required Plan, which was scheduled to expire on June 6, For purchases on these plans, the customer is required to make payments on the promotional plan balance that are less than the minimum monthly payment for their regular revolving balance (generally 1%)Interest is accrued (calculated, but not added to the balance) and if the balance is not paid in full by the plan end date, the accrued fiancé charges, which were calculated from the dare of the original purchase, will be added to the deferred balance, and this balance will be moved to the customer’s regular revolving balanceThis information appeared on your monthly billing statements, under the heading, “Details of your plans”I have enclosed your billing statements for your reviewUpon further review, our records indicate that on May 8, 2015, a statement was issued to you showing a balance of $1,502.00, with a minimum payment of $due by May 1, Please be advised that under the “details of your plan” section of your statement, it states that the balance of $7,needed to be paid in full by June 3, 2015, and the balance of $3,need to be paid in full by June 6, 2015, to avoid paying the accrued interestAs a result of the deferred balances not being paid in full by the plan end date, the accrued finance charge of $1,and $were assessed to your accountComenity Bank has not found any errors with the account, however, on June 15, 2015, in the interest of customer services, a total credit of $for finance charges was issued to your account, and we are unwilling to remove any additional finance charges that were assessed to account, as they are valid chargesWe hope you find this information to be helpfulShould you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist youSincerely, [redacted] ***Consumer Relations Specialist
We have received your complaint, on behalf of your mother, addressed to the Revdex.com, regarding the above-referenced account Comenity Capital Bank issues [redacted] credit card account, and we are here to assist with all account-related questions Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concernsWe understand from you complaint that a few weeks ago your mother passed, we are sorry to hear of the passing of your mother Additionally, you state that you are the executor of the estate for your mother and you located a statement for the above-referenced account with a balance or $which was the original price with interest and fees applied You also state that you placed several calls to Comenity Capital Bank to resolve this matter and you were not given to the opportunity to settle the account as the account went directly to collections I am happy to share my findings with you After thorough review of our records, the Bank would need additional information to locate the account in question We are unable to resolve this matter without having additional information to research your concerns Please provide the following: A valid account number for the [redacted] credit card accountSocial Security Number(s)Address associated with the accountTelephone number as listed on the accountAny previous names This information may be mailed to my attention at the address listed above or faxed to ###-###-#### Once this information is received, we should be able to locate the account and further research your concerns If you have any further questions, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist you
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Haband credit cardWe are here to answer your questions and assist with your concerns We understand from your complaint that you made a purchase in December 2016; however, you did not receive the billing statement until February You state that the Bank refused to remove the late fee of $You are requesting to have the late fee of $removed, as you paid the balance in fullI am happy to share my findings Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement Please be advised the Bank received no indication that the billing statements were undeliverable, nor were they returned to the Bank Bank records indicate that a billing statement was issued January 11, 2017, with an outstanding balance of $and a minimum payment of $27.00, due by February 6, No payment was received by the due date and a late fee of $was assessedA payment was received on February 7, 2017, in the amount of $A billing statement was issued on February 8, 2017, with an outstanding balance and minimum payment of $due by March 6, When you contacted the Bank on February 16, 2017, the account was not eligible for a late fee removal, as a late fee was previously removed on January 28, Although the Bank finds no error, in the interest of customer service I have credited the late fee of $ I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely,
Dear [redacted] We received your complaint, addressed to the Revdex.com, regarding the above referenced accountsComenity Capital Bank issues HSN, Home & Garden Showplace, and Grand Rental Station credit card accounts, and we are here to help answer your account-related questionsI appreciate the opportunity to assist you with your concerns.We understand from your correspondence that you provided documentation to the Bank; however, you were advised by a representative from our Account Protection team that we had not received those documentsFurthermore, you are requesting that all your accounts be restoredAdditionally, you state we have your permission to discuss the accounts with your son, Brian SelzerI understand your concerns and I apologize for any frustration or inconvenience this matter may have caused you.Please be assured we have notated the accounts that we may speak with your son, [redacted] regarding the accounts.After reviewing your accounts, our records indicate that we would need to verify additional information before we can reopen all of your accounts, please contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####)They would be happy to assist you.I hope you find this information to be helpfulShould you have any additional questions or concerns, please contact Account Protection.Sincerely,Jenny W [redacted]