Dear Mr [redacted] Thank you for your complaint, addressed to the Revdex.com, regarding the above-noted accountComenity Bank issues WESTGATE RESORTS MasterCard accounts and we respond to all account-related questionsYour complaint was forwarded to my attention, and I appreciate this opportunity to assist youWe understand from your inquiry that you purchased a time share with WESTGATE RESORTSYou are requesting that the balance on the account be credited, and that we update your credit reportFurthermore, you state that you were unaware of the membership cancellation process; however, you contacted our customer service department to close your account.Please be advised that Comenity Bank and WESTGATE RESORTS are two separate entitiesComenity Bank is responsible for addressing questions related to the WESTGATE RESORTS MasterCard account, while WESTGATE RESORTS is responsible for handling matters related to sales, their contracts, charges and refunds.Please reach out directly to WESTGATE RESORTS to discuss the contractYou may contact WESTGATE RESORTS with the following information:WESTGATE RESORTS [redacted] Please be assured that the account was closed per your request on June 7, 2016; however, you are still responsible for the balance on the accountAs of the date of this letter, the account balance is $6,with a minimum payment of $due by August 20, The account is currently two billing cycles past due and at this time, no negative information has been reported to the credit-reporting agencies.I hope this information is helpfulShould you have any further questions or concerns regarding the account, please contact me at 10###-###-####, ext [redacted] (TDD/TTY ###-###-####).Sincerely,Rosa M [redacted]
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced credit card accountComenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions and assist with your concerns.We understand your concerns regarding the late fee and finance charge that was assessed to your account, and your request to have the charges removed as you were out of the country.I’ve reviewed your account and I’m 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.Bank records indicate that a billing statement was sent to you on December 9, 2016, with a balance of $and a minimum payment of $due on January 4, We received your payment of $on January 14, 2017, and after the due dateAs a result, your account was assessed a late fee of $and a finance charge of $5.52.The bank issued credits previously for late fees on September 13, 2016.As no Bank errors were found, we are unwilling to remove the current late fee and finance charge.As of the date of this letter, the account balance is $38.00.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Shawnda Y***
Dear Ms [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-noted accountComenity Bank issues Victoria’s Secret Angel credit card accounts, and we are here to help answer your account-related questionsI appreciate the opportunity to assist you.Your complaint states that while out of town you attempted to pay your bill from your cell phone and after several attempts, you were locked out of Account CenterYou arrived home the same day and made the payment; however, the payment went through the following dayYou tried to call Customer Care, but being that was on a Sunday they were closedYou called again and after speaking to a representative about the issue and requesting a late fee removed, we were unwilling to remove the feeYou closed your Victoria’s Secret Angel account but still have the late fees of $to pay.Bank records indicate that a billing statement was issued on December 23, 2014, and a minimum payment of $was due on January 18, You accessed the Bank’s Account Center on January 19, 2015, and made a $paymentAs the payment was one day past the due date, your account was assessed a late fee.As explained in the Bank’s Credit Card Agreement, if a payment is not received, made for less than the minimum due, or made after the payment due date, your account will be assessed a late feeAs you had a late fee adjustment to your account in June 2014, less than months prior, the representative was unwilling to credit an additional late fee.We understand that there may be times that prevent our customers from making the payment on timeAs such, in the interest of customer service, we issued a credit for one late fee, totaling $This credit will appear on your next billing statement.We apologize for any inconvenience this matter may have caused youIf you have any further questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely, [redacted] ***Consumer Relations Specialist
Dear Mr [redacted] We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Bank issues BrylaneHomeD credit card accounts, and we arehere to assist you with all account-related questions or concernsI appreciate the opportunity torespond to your concerns.We understand from your complaint that you are being charged late fees even though youbelieve you have paid your bill on time for three yearsYou are requesting the late fees beremoved, to no longer be contacted by telephone, and catalogs and bills to no longer be sent.Enclosed are billing statements which show the account activity that comprised the accountbalanceUse of the account, or failure to close the account within days of receiving theCredit Card Agreement (CCA), jndicated your acceptance of the terms of the agreement.including the assessment of any finance charges and fees.Banks records indicate the BrylaneHome account was opened on April 14, The lastpurchase of $was made on April 23, 2013, and the last payment of $was receivedon December 31, As of the date of this letterthe account balance is $with aminimum payment of $due by February The account is one billing period pastdue.Your payment due date is the 28th of each monthPlease keep in mind that when payments arenot 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 CCA.As the Bank finds the above-referenced account balance to be valid, we respectfully decline therequest to remove any late feesBilling statements will be issued until the account is paid in fullor if the account charges off for nor-payment.Additionally, per your request, we have updated the status on the acwunt to ensure that you nolonger receive telephone calls from Comenity Bank regarding the BrylaneHome@accountHowever, the Bank may contact you by mail, or service of court filing, which would bein compliance with state and federal law.As of February 12, 2016, the Bank requested the catalogs to be canceledPlease allow 4-6weeks for the catalogs to stop.I hope you find this information to be helpfulIf you have any further questions, please contactme at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist you.Sincerely,Amanda RayCC: Revdex.com
Comenity Bank (Bank) has received your correspondenceComenity Bank issues multiple creditcardsWe are here to answer your questions and assist with your concerns.We understand from your correspondence, submitted to the Revdex.com, that onJanuary 21, 2018, a call was received on your cell phone from a restricted number and a voicemailwas leftThe caller identified herself as Brittany S [redacted] from the Bank, she left a messageadvising you that she would need to hear from you or your l [redacted] or other steps would be takenand advised that she was calling from Comenity Bank leaving a number to contact backYouindicate that you had financial struggles last year, and are working to catch up all debt that youfell behind onYou state you contacted the Bank and requested a payment plan to pay the accountbalance in full within six months, and were advised that the Bank could not help you, as thebalance was lowYou are requesting a repayment plan that is fair no more fees be assessed tothe accountAdditionally, you are requesting that MsS [redacted] actions be addressed as you foundher tone a violation.We have reviewed the concerns in your correspondenceWe apologize if you felt you did notreceive the best customer serviceWe never intend to treat our customers in a less-than satisfactorymannerWe are committed to providing the best customer service and aredisappointed when a customer feels this standard was not met.We do show that you have multiple accounts with the Bank.We understand customers may experience difficulty making their payments due to economicfactorsYou may be eligible for enrollment in our Customer Hardship ProgramThis programprovides customers with twelve months of special terms in order to bring and keep the accountcurrentIf you are interested in obtaining information on whether you qualify for this program,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 CCCSagenciesShould you wish to obtain information regarding their programs and for a memberagency located near you, please contact the National Foundation for Credit Counseling at (800) [redacted] .I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Renee S*Compliance Dept– Consumer Responses
Dear Mr [redacted] We are in receipt of your complaint regarding the above-referenced accountComenity Bankissues BEALLS credit card accounts, and we respond to all account-related questionsYourcomplaint, addressed to the Revdex.com, was forwarded to my attention, and Iappreciate the opportunity to respond to your concerns.I understand from your complaint, in July you were informed your Bealls credit card account hadbeen frozen due to non-paymentYou state you were advised that when you make three monthsof consecutive payments, your account will be reinstated.You are requesting an apology from Comenity Bank for the miscommunication regarding youraccount being reinstated.We apologize for any frustration or inconvenience this matter may have caused youPlease beassured, Comenity Bank has completed a thorough investigation of your account, and would liketo share our findings:On December 29, 5, your Bealls credit card account was enrolled in the Customer HardshipProgramOne of the criteria of the hardship program, listed on the correspondence sent to youon December 30, 2015, stated: After three consecutive on-time payments, Comenity Bank willcredit your account for any late fees that were unpaid at the time you entered the CustomerHardship Program.In addition, on July 5, 2016, you reached out to Comenity Bank's Secure Messaging Center,addressing this matterOn July 7, 2016, our representative responded and advised that chargingprivileges on the Bealls account have been suspended at this time, because it has had recentpast due billingsYour account will be evaluated for reinstatement as you continue to makeconsistent, on-time payments.Please note, the information provided to you on July 7, 2016, was accurateOn June 22, 2016,your Bealls credit card account was closed, due to delinquencyWhen an account has beenclosed with this restriction, your spending privileges are suspended; however, the account will bereviewed systemically each month to determine if charging privileges can be reinstatedPleasebe advised, reinstatement of your account is not guaranteed; however, you may improve yourchances of having charging privileges reinstated by making consistent on time payments.I hope you find this information to be helpfulShould you have additional questions or concernsabout the account, please contact me at ###-###-####, ext[redacted] (TDD/TTY ###-###-####).I would be happy to assist you.Sincerely,Geanine M***
Dear [redacted] ***Comenity Capital Bank has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Ultamate Rewards credit card accountWe are here to answer your questions and assist with your concerns.Your complaint states that someone used your email information for your Comenity Capital Bank credit card account and placed a hold on your Ultamate Rewards credit card accountYou further state that you paid your account in full and on time each month; however, your account was still assessed late feesYou are requesting that the Bank close your account without it reflecting negatively on your creditI understand your concerns, and apologize for any confusion or frustration this may have caused you.Bank records indicate that on October 9, 2016, a statement was issued to you showing a balance of $with a minimum payment of $due by November 4, The Bank did not receive a payment and, as a result, a late fee was assessed to your accountYour account became one billing period past due.On November 8, 2016, a statement was issued to you showing a balance of $with a minimum payment of $due by December 4, The Bank received a payment of $on November 18, In addition, the Bank issued a credit of $on November 21, 2016, for the previously assessed late fee.On January 9, 2017, a statement was issued to you showing a balance of $with a minimum payment of $due by February 4, The Bank did not receive a payment and, as a result, a late fee was assessed to your accountYour account became one billing period past due.On March 4, 2017, the Bank received a payment of $In addition, a payment of $was received on March 8, As of the date of this letter, the account balance is zero.The Bank has closed your account, per your request, and it will be reported as “closed per customer’s request” to the national credit-reporting agencies.Comenity Capital Bank has not found any errors on your accounts and we are unwilling to waive any fees, as they are validFurthermore, please be advised that we are only willing to remove or change information that our company incorrectly furnished to the credit-reporting agenciesWe have found the information we reported is an accurate reflection of the payment history for your accountsTherefore, this information will not be changed or removed from your credit bureau report.I hope you found this information to be helpfulIf you have any further questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W***
Dear [redacted] We received your complaint regarding the above-referenced credit card accountComenity Bank issues multiple credit card accounts, and we are here to help answer your account-related questionsYour complaint, addressed to the Revdex.com, was forwarded to my attention, and I appreciate the opportunity to respond to your concernsIn your complaint, you state that there is an inquiry from the Bank on your credit bureau report from August You further state that you have been a victim of identity theft, and that this inquiry is fraudulentYou are requesting that we remove the inquiry from your credit bureau reportPlease be assured that we have received the information you provided and we thank you for the additional informationYou stated that there was an inquiry made on your credit report in August 2015, please be advised that we would need the brand/store name for the account that was applied for in order to review the inquiry that posted to your credit bureau filePlease provide more information on how this inquiry appears on your credit reportFurthermore, we used your social security number to see if an account was opened in your name and our records indicate that there was an EXPRESS account in your name, which was opened on May 30, The last purchase of $was made on June 3, 1996, and the last payment of $was received on December 18, Our records further indicate that as of November 16, 2015, we deleted the EXPRESS account in its entirety from your credit reportI hope you find this information to be helpfulShould you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist youSincerely, Jenny W***
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meSo long as its reported and corrected with the bureaus within the time specified (days) Regards, [redacted]
We received your complaint, submitted to theRevdex.com, regarding the above- noted account Comenity Bank issues [redacted] /***credit cards, and we are here to help answer all account-relatedquestions Your complaint was forwardedto my attention for review, and I appreciate the opportunity to assist youWe understand from your complaint that youhave concerns with the payment that was made via our online website onSeptember 6, 2015.After a review of your account our recordsindicate that a payment was set up via our online website in the amount of$on September 6, At thistime the payment was processed and showed posted to your account as of thisdate When a payment is processedonline, it is sent to your banking institution for funds to betransferred On September 9, 2015, wereceived this payment back from your banking institution as “insufficientfunds” At that time the $wasadded back to your balance and a returned payment fee of $was added tothe account Please be aware that although payment issubmitted via our online website and it is posted to your account as of thesame day, this does not mean that funds will be taken from you banking account immediately The banking institution must have time toreceive our request and release funds if available.Please be aware that we have removed the minimumpayment from your account that was showing due October 6, 2015, so that youcould make the minimum payment as you requested We have also issued credit for the $25.00returned payment fee that was assessed to your [redacted] / [redacted] creditcardThis credit will appear on your next billing statement.We respectfully decline your request that theBank deduct $from your [redacted] ’s [redacted] / [redacted] account balance Our recordsindicate the $payment was not received and was returned from yourbank We encourage you to contact yourbanking institution to request any fees that were charged to your checkingaccount by them be removed if possible.Youare a valued customer and if you have further questions or concerns regardingthe account, please do not hesitate to contact me at ###-###-####, or ###-###-####,ext [redacted] (TDD/TTY ###-###-####) Iwill be happy to assist you
Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret Angel and previously issued The Limited credit cardsWe are here to answer your questions and assist with your concerns.Your correspondence indicates you are the primary accountholder of the Victoria’s Secret Angel and The Limited credit card accounts and your daughter was an authorized buyer on the accountsOn March 22, 2017, all charges to your accounts were paid and you requested the accounts be closedAfter making payments you received a bill showing new charges made by your daughterYou contacted the Bank and were advised your daughter made additional purchases in May, You do not wish to pay for any charges incurred after March, 2017, and feel the Bank should honor your previous request to close the accountsYou have requested the Bank erase the charges made after you requested to close the accounts.Please note Comenity Bank, Victoria’s Secret, and The Limited, are three separate entitiesThe Bank issues and is responsible for addressing questions related to the credit card account(s)Victoria’s Secret and The Limited are responsible for handling matters related to sales, merchandise processing, returns and shipping.We have reviewed the concerns in your correspondence and would like to share the following information.On March 8, 2017, you contacted the Bank by telephone and inquired about the balance due on the Victoria’s Secret Angel accountYou requested we close the accountThis account was closed, per your request, on March 8, On May ,2017, and May 12, 2017, the authorized buyer on the account made three retail purchases in the amounts of $101.23, $112.60, and $Authorization for these transactions were not given by the Bank; however, the store was able to override the system and the purchases were applied to the account.We have issued credits totaling $to the Victoria’s Secret Angel accountWe have also credited the $late fee and applicable finance charge of $Your January billing statement will reflect these adjustments.On November 2, 2017, you contacted the Bank by telephone with questions regarding youraccountsWe informed you The Limited account was still open and you requested we close theaccountThis account was closed, per your request, on November 2, The last purchasemade to this account was on March 19, Since the purchase was made prior to the requestto close this account, we respectfully decline your request to adjust the balanceThe balance onthis account is $with a minimum payment of $due by January 7, 2018.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Rachel R [redacted] Compliance Dept– Consumer Responsescc: Revdex.com
Dear Mr***: We received the complaint you sent to the Revdex.com, on behalf of your wife regarding her account Comenity Bank issues Bealls Outlet credit card accounts, and we are here to help answer account-related questions Your complaint was for***ed to my attention, and I appreciate the opportunity to assist you You state that your wife made a payment at a Bealls Outlet retail store You further state that although your wife’s check has been cashed by her bank, her payment has never posted to her account, and she was unable to resolve this matter by contacting the store We sincerely apologize for any inconvenience or frustration this matter may have caused Since the Bealls Outlet credit card is listed in your wife’s name, the Bank is unable to discuss or release account information to another party without Mrs***’s permission Please be advised that we have sent a response to Mrs [redacted] directly regarding the accountWe hope you find this information to be helpful Should you have questions or concerns regarding this letter, please have Mrs [redacted] contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assistSincerely, Laura R [redacted]
Dear Ms [redacted] :We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Capital Bank issues Haband credit card accounts, and we arehere to assist you with all account-related questions or concernsI appreciate the opportunity torespond to your concerns.We understand from your complaint that you are concerned about your minimum due, andwould like a lower payment amount.Please be advised that the Haband account was opened on December 1, The lastpurchase of $was made on November 2014, and the last payment of $wasreceived on August 2015.Our records indicate on August 4, 2015, we received your dispute, advising us you would onlybe able to pay $a monthWe sent a response on August 6, 2015, stating we haveseveral payment programs, and to contact our collections department for more detailsA copyof this response is included for your records.It is important to understand how the minimum payments are calculatedUnder the minimumpayment section of your Credit Card Agreement, it states, "The Minimum Payment will be thetotal of the minimum payments for the Regular Revolving and Promotional Credit Plans plus anypast due amounts and feesThe minimum payments for the Regular Revolving Credit Plan andPromotional Credit Plans will be the greater of: (a) $or (b) 5% of the New Balance shownon your Statement for that Credit Plan".Please keep in mind when payments are not received, are received afler the due date, or aremade for less than the minimum required, the account will be assessed a late fee and financecharge, as explained in the Credit Card Agreement.The Bank understands that customers may experience difficulty making their payments due toeconomic factorsYou may be eligible for enrollment in our Customer Hardship ProgramThisprogram provides customers with six to twelve months of special terms in order to bring andkeep the account currentIf you are interested in obtaining information on whether you qualifyfor this program, 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 creditorsComenity Capital Bank supports and participates in theprograms provided by CCCS agenciesShould you wish to obtain information regarding theirprograms and for a member agency located near you, please contact the National Foundationfor Credit Counseling at ###-###-####.The Bank has reviewed the issues in your complaint, as well as the applicable phoneconversationsWe apologize if you felt that you did not receive the best customer serviceIt isnever the Bank's intention to treat our customers in a less-than-satisfactory mannerCornenityCapital Bank is committed to providing the best customer service and is disappointed when acustomer feels that this standard was not met.We sincerely apologize for the frustration and inconvenience this matter may have caused you.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]
I reviewed the response made by the business in reference to complaint ID [redacted] Lending club solutions already resolved the issue Regards, [redacted] ***
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced accountsAs the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questionsYour complaint, was forwarded to my attention, and I appreciate the opportunity to assist you.Your complaint states that your Victoria’s Secret/PINK credit card was stolen and has fraudulent chargesYou indicate that you activated the card; however, you never used itThe card was previously reported as lost and stolen, and you were not issued a new card, yet the account was closedAs you believed the account to be closed, you thought the account had a zero balance until a recent credit bureau reviewYou are disputing the charges and would like the amount of $removed from the account, and the delinquencies removed from your credit file.After reviewing the accounts at the Bank, we found that you initially opened an account ending in on February 16, 2013; however, you reported the card as lost/stolen on March 13, At this time, the account was closed and transferred to a new Victoria’s Secret/PINK account ending in ***The last purchase of $posted to the account on April 19, 2013, and the last payment of $was received on August 17, As no further payments have been received, the account has been charged late fees and finance charges, as outlined in the Bank’s Credit Card Agreement (CCA)On February 2, 2015, the account was permanently closed and written-off for non-paymentThis information was reported to the national credit-reporting agencies.Bank records indicate no previous contact from you regarding the accountHowever, please be assured that our Account Protection (Fraud) team has received your concerns, and a fraud case; case number [redacted] has been openedThe case has been assigned fraud investigator, [redacted] Please note that it may take 60-days to complete the investigation, and the credit bureaus will be notified of the fraud disputeIf you have any questions regarding the investigation, please contact the Account Protection (Fraud) team at ###-###-#### (TDD/TTY ###-###-####) and reference your account and case number.Comenity Bank vigorously pursues any individual who is suspected of perpetration of a fraudThis may include contact with various local, state and federal law enforcement agenciesWe assure you that we will do everything to resolve this situation with as little inconvenience to your client as possible.We hope this information is helpfulIf you any further questions or concerns, please contact the Account Protection (Fraud) team at the number providedThey will be happy to assist you.Sincerely,Shawnda Y***
Dear [redacted] We have received the inquiry you sent to the Better Business Bureau (Revdex.com), regarding the above-noted account Your correspondence was forwarded to Comenity Bank Comenity Bank issues the Younkers credit card, and we are here to help answer your 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 November 24, As stated in our prior response, the item for $was received by Younkers mail order and credited to your above account on October 10, Our records further show a new purchase on October 16, 2015, for $made at the Younkers store in [redacted] For your records we have enclosed copies of your billing statements from September through March 2016, that will show how the balance arrived at $ In addition, we have enclosed a copy of the store receipt for the purchase of $ Comenity Bank did not find any errors on your account and we consider the balance to be valid, and this matter closed We hope you find this information helpful If you have any further questions, please feel free to contact me at ###-###-####, ext [redacted] (TDD/TTY###-###-####) I will be happy to assist you Sincerely, Jack C [redacted]
Dear [redacted] We received your additional complaint addressed to the Revdex.com, regarding theabove-referenced accountComenity Capital Bank issues Virgin America Visa@ accounts, andwe respond to all account-related inquiriesYour correspondence was forwarded to myattention for review and I appreciate this opportunity to assist you.We understand from your complaint that you are concerned with the day delinquency that isappearing on your credit report regarding the above-noted accountYou state that the shift ofyour account numbers due to your card being compromised caused a disruption in your autopaymentsystem and your email statements were delivered as spamYou would like thedelinquency removed from your credit bureau report.Bank records indicate the Virgin America Visa@ account was reported as days delinquent inAugust Please note in the interest in customer setvice we have sent instructions to thenational credit-reporting agencies to remove the day delinquency from August 2015regarding the Virgin America Visa@ accountPlease allow them up to days to update theirrecords.We hope you have found this information to be helpfulShould you have any additionalconcerns please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)i willbe happy to assist you
Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me THANK YOU! Regards, [redacted]
Dear Mr [redacted] Thank you for your complaint, addressed to the Revdex.com, regarding the above-noted accountComenity Bank issues WESTGATE RESORTS MasterCard accounts and we respond to all account-related questionsYour complaint was forwarded to my attention, and I appreciate this opportunity to assist youWe understand from your inquiry that you purchased a time share with WESTGATE RESORTSYou are requesting that the balance on the account be credited, and that we update your credit reportFurthermore, you state that you were unaware of the membership cancellation process; however, you contacted our customer service department to close your account.Please be advised that Comenity Bank and WESTGATE RESORTS are two separate entitiesComenity Bank is responsible for addressing questions related to the WESTGATE RESORTS MasterCard account, while WESTGATE RESORTS is responsible for handling matters related to sales, their contracts, charges and refunds.Please reach out directly to WESTGATE RESORTS to discuss the contractYou may contact WESTGATE RESORTS with the following information:WESTGATE RESORTS [redacted] Please be assured that the account was closed per your request on June 7, 2016; however, you are still responsible for the balance on the accountAs of the date of this letter, the account balance is $6,with a minimum payment of $due by August 20, The account is currently two billing cycles past due and at this time, no negative information has been reported to the credit-reporting agencies.I hope this information is helpfulShould you have any further questions or concerns regarding the account, please contact me at 10###-###-####, ext [redacted] (TDD/TTY ###-###-####).Sincerely,Rosa M [redacted]
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced credit card accountComenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions and assist with your concerns.We understand your concerns regarding the late fee and finance charge that was assessed to your account, and your request to have the charges removed as you were out of the country.I’ve reviewed your account and I’m 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.Bank records indicate that a billing statement was sent to you on December 9, 2016, with a balance of $and a minimum payment of $due on January 4, We received your payment of $on January 14, 2017, and after the due dateAs a result, your account was assessed a late fee of $and a finance charge of $5.52.The bank issued credits previously for late fees on September 13, 2016.As no Bank errors were found, we are unwilling to remove the current late fee and finance charge.As of the date of this letter, the account balance is $38.00.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Shawnda Y***
Dear Ms [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-noted accountComenity Bank issues Victoria’s Secret Angel credit card accounts, and we are here to help answer your account-related questionsI appreciate the opportunity to assist you.Your complaint states that while out of town you attempted to pay your bill from your cell phone and after several attempts, you were locked out of Account CenterYou arrived home the same day and made the payment; however, the payment went through the following dayYou tried to call Customer Care, but being that was on a Sunday they were closedYou called again and after speaking to a representative about the issue and requesting a late fee removed, we were unwilling to remove the feeYou closed your Victoria’s Secret Angel account but still have the late fees of $to pay.Bank records indicate that a billing statement was issued on December 23, 2014, and a minimum payment of $was due on January 18, You accessed the Bank’s Account Center on January 19, 2015, and made a $paymentAs the payment was one day past the due date, your account was assessed a late fee.As explained in the Bank’s Credit Card Agreement, if a payment is not received, made for less than the minimum due, or made after the payment due date, your account will be assessed a late feeAs you had a late fee adjustment to your account in June 2014, less than months prior, the representative was unwilling to credit an additional late fee.We understand that there may be times that prevent our customers from making the payment on timeAs such, in the interest of customer service, we issued a credit for one late fee, totaling $This credit will appear on your next billing statement.We apologize for any inconvenience this matter may have caused youIf you have any further questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely, [redacted] ***Consumer Relations Specialist
Dear Mr [redacted] We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Bank issues BrylaneHomeD credit card accounts, and we arehere to assist you with all account-related questions or concernsI appreciate the opportunity torespond to your concerns.We understand from your complaint that you are being charged late fees even though youbelieve you have paid your bill on time for three yearsYou are requesting the late fees beremoved, to no longer be contacted by telephone, and catalogs and bills to no longer be sent.Enclosed are billing statements which show the account activity that comprised the accountbalanceUse of the account, or failure to close the account within days of receiving theCredit Card Agreement (CCA), jndicated your acceptance of the terms of the agreement.including the assessment of any finance charges and fees.Banks records indicate the BrylaneHome account was opened on April 14, The lastpurchase of $was made on April 23, 2013, and the last payment of $was receivedon December 31, As of the date of this letterthe account balance is $with aminimum payment of $due by February The account is one billing period pastdue.Your payment due date is the 28th of each monthPlease keep in mind that when payments arenot 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 CCA.As the Bank finds the above-referenced account balance to be valid, we respectfully decline therequest to remove any late feesBilling statements will be issued until the account is paid in fullor if the account charges off for nor-payment.Additionally, per your request, we have updated the status on the acwunt to ensure that you nolonger receive telephone calls from Comenity Bank regarding the BrylaneHome@accountHowever, the Bank may contact you by mail, or service of court filing, which would bein compliance with state and federal law.As of February 12, 2016, the Bank requested the catalogs to be canceledPlease allow 4-6weeks for the catalogs to stop.I hope you find this information to be helpfulIf you have any further questions, please contactme at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist you.Sincerely,Amanda RayCC: Revdex.com
Comenity Bank (Bank) has received your correspondenceComenity Bank issues multiple creditcardsWe are here to answer your questions and assist with your concerns.We understand from your correspondence, submitted to the Revdex.com, that onJanuary 21, 2018, a call was received on your cell phone from a restricted number and a voicemailwas leftThe caller identified herself as Brittany S [redacted] from the Bank, she left a messageadvising you that she would need to hear from you or your l [redacted] or other steps would be takenand advised that she was calling from Comenity Bank leaving a number to contact backYouindicate that you had financial struggles last year, and are working to catch up all debt that youfell behind onYou state you contacted the Bank and requested a payment plan to pay the accountbalance in full within six months, and were advised that the Bank could not help you, as thebalance was lowYou are requesting a repayment plan that is fair no more fees be assessed tothe accountAdditionally, you are requesting that MsS [redacted] actions be addressed as you foundher tone a violation.We have reviewed the concerns in your correspondenceWe apologize if you felt you did notreceive the best customer serviceWe never intend to treat our customers in a less-than satisfactorymannerWe are committed to providing the best customer service and aredisappointed when a customer feels this standard was not met.We do show that you have multiple accounts with the Bank.We understand customers may experience difficulty making their payments due to economicfactorsYou may be eligible for enrollment in our Customer Hardship ProgramThis programprovides customers with twelve months of special terms in order to bring and keep the accountcurrentIf you are interested in obtaining information on whether you qualify for this program,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 CCCSagenciesShould you wish to obtain information regarding their programs and for a memberagency located near you, please contact the National Foundation for Credit Counseling at (800) [redacted] .I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Renee S
*Compliance Dept– Consumer Responses
Dear Mr [redacted] We are in receipt of your complaint regarding the above-referenced accountComenity Bankissues BEALLS credit card accounts, and we respond to all account-related questionsYourcomplaint, addressed to the Revdex.com, was forwarded to my attention, and Iappreciate the opportunity to respond to your concerns.I understand from your complaint, in July you were informed your Bealls credit card account hadbeen frozen due to non-paymentYou state you were advised that when you make three monthsof consecutive payments, your account will be reinstated.You are requesting an apology from Comenity Bank for the miscommunication regarding youraccount being reinstated.We apologize for any frustration or inconvenience this matter may have caused youPlease beassured, Comenity Bank has completed a thorough investigation of your account, and would liketo share our findings:On December 29, 5, your Bealls credit card account was enrolled in the Customer HardshipProgramOne of the criteria of the hardship program, listed on the correspondence sent to youon December 30, 2015, stated: After three consecutive on-time payments, Comenity Bank willcredit your account for any late fees that were unpaid at the time you entered the CustomerHardship Program.In addition, on July 5, 2016, you reached out to Comenity Bank's Secure Messaging Center,addressing this matterOn July 7, 2016, our representative responded and advised that chargingprivileges on the Bealls account have been suspended at this time, because it has had recentpast due billingsYour account will be evaluated for reinstatement as you continue to makeconsistent, on-time payments.Please note, the information provided to you on July 7, 2016, was accurateOn June 22, 2016,your Bealls credit card account was closed, due to delinquencyWhen an account has beenclosed with this restriction, your spending privileges are suspended; however, the account will bereviewed systemically each month to determine if charging privileges can be reinstatedPleasebe advised, reinstatement of your account is not guaranteed; however, you may improve yourchances of having charging privileges reinstated by making consistent on time payments.I hope you find this information to be helpfulShould you have additional questions or concernsabout the account, please contact me at ###-###-####, ext[redacted] (TDD/TTY ###-###-####).I would be happy to assist you.Sincerely,Geanine M***
Dear [redacted] ***Comenity Capital Bank has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Ultamate Rewards credit card accountWe are here to answer your questions and assist with your concerns.Your complaint states that someone used your email information for your Comenity Capital Bank credit card account and placed a hold on your Ultamate Rewards credit card accountYou further state that you paid your account in full and on time each month; however, your account was still assessed late feesYou are requesting that the Bank close your account without it reflecting negatively on your creditI understand your concerns, and apologize for any confusion or frustration this may have caused you.Bank records indicate that on October 9, 2016, a statement was issued to you showing a balance of $with a minimum payment of $due by November 4, The Bank did not receive a payment and, as a result, a late fee was assessed to your accountYour account became one billing period past due.On November 8, 2016, a statement was issued to you showing a balance of $with a minimum payment of $due by December 4, The Bank received a payment of $on November 18, In addition, the Bank issued a credit of $on November 21, 2016, for the previously assessed late fee.On January 9, 2017, a statement was issued to you showing a balance of $with a minimum payment of $due by February 4, The Bank did not receive a payment and, as a result, a late fee was assessed to your accountYour account became one billing period past due.On March 4, 2017, the Bank received a payment of $In addition, a payment of $was received on March 8, As of the date of this letter, the account balance is zero.The Bank has closed your account, per your request, and it will be reported as “closed per customer’s request” to the national credit-reporting agencies.Comenity Capital Bank has not found any errors on your accounts and we are unwilling to waive any fees, as they are validFurthermore, please be advised that we are only willing to remove or change information that our company incorrectly furnished to the credit-reporting agenciesWe have found the information we reported is an accurate reflection of the payment history for your accountsTherefore, this information will not be changed or removed from your credit bureau report.I hope you found this information to be helpfulIf you have any further questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W***
Dear [redacted] We received your complaint regarding the above-referenced credit card accountComenity Bank issues multiple credit card accounts, and we are here to help answer your account-related questionsYour complaint, addressed to the Revdex.com, was forwarded to my attention, and I appreciate the opportunity to respond to your concernsIn your complaint, you state that there is an inquiry from the Bank on your credit bureau report from August You further state that you have been a victim of identity theft, and that this inquiry is fraudulentYou are requesting that we remove the inquiry from your credit bureau reportPlease be assured that we have received the information you provided and we thank you for the additional informationYou stated that there was an inquiry made on your credit report in August 2015, please be advised that we would need the brand/store name for the account that was applied for in order to review the inquiry that posted to your credit bureau filePlease provide more information on how this inquiry appears on your credit reportFurthermore, we used your social security number to see if an account was opened in your name and our records indicate that there was an EXPRESS account in your name, which was opened on May 30, The last purchase of $was made on June 3, 1996, and the last payment of $was received on December 18, Our records further indicate that as of November 16, 2015, we deleted the EXPRESS account in its entirety from your credit reportI hope you find this information to be helpfulShould you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist youSincerely, Jenny W***
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meSo long as its reported and corrected with the bureaus within the time specified (days) Regards, [redacted]
We received your complaint, submitted to theRevdex.com, regarding the above- noted account Comenity Bank issues [redacted] /***credit cards, and we are here to help answer all account-relatedquestions Your complaint was forwardedto my attention for review, and I appreciate the opportunity to assist youWe understand from your complaint that youhave concerns with the payment that was made via our online website onSeptember 6, 2015.After a review of your account our recordsindicate that a payment was set up via our online website in the amount of$on September 6, At thistime the payment was processed and showed posted to your account as of thisdate When a payment is processedonline, it is sent to your banking institution for funds to betransferred On September 9, 2015, wereceived this payment back from your banking institution as “insufficientfunds” At that time the $wasadded back to your balance and a returned payment fee of $was added tothe account Please be aware that although payment issubmitted via our online website and it is posted to your account as of thesame day, this does not mean that funds will be taken from you banking account immediately The banking institution must have time toreceive our request and release funds if available.Please be aware that we have removed the minimumpayment from your account that was showing due October 6, 2015, so that youcould make the minimum payment as you requested We have also issued credit for the $25.00returned payment fee that was assessed to your [redacted] / [redacted] creditcardThis credit will appear on your next billing statement.We respectfully decline your request that theBank deduct $from your [redacted] ’s [redacted] / [redacted] account balance Our recordsindicate the $payment was not received and was returned from yourbank We encourage you to contact yourbanking institution to request any fees that were charged to your checkingaccount by them be removed if possible.Youare a valued customer and if you have further questions or concerns regardingthe account, please do not hesitate to contact me at ###-###-####, or ###-###-####,ext [redacted] (TDD/TTY ###-###-####) Iwill be happy to assist you
Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret Angel and previously issued The Limited credit cardsWe are here to answer your questions and assist with your concerns.Your correspondence indicates you are the primary accountholder of the Victoria’s Secret Angel and The Limited credit card accounts and your daughter was an authorized buyer on the accountsOn March 22, 2017, all charges to your accounts were paid and you requested the accounts be closedAfter making payments you received a bill showing new charges made by your daughterYou contacted the Bank and were advised your daughter made additional purchases in May, You do not wish to pay for any charges incurred after March, 2017, and feel the Bank should honor your previous request to close the accountsYou have requested the Bank erase the charges made after you requested to close the accounts.Please note Comenity Bank, Victoria’s Secret, and The Limited, are three separate entitiesThe Bank issues and is responsible for addressing questions related to the credit card account(s)Victoria’s Secret and The Limited are responsible for handling matters related to sales, merchandise processing, returns and shipping.We have reviewed the concerns in your correspondence and would like to share the following information.On March 8, 2017, you contacted the Bank by telephone and inquired about the balance due on the Victoria’s Secret Angel accountYou requested we close the accountThis account was closed, per your request, on March 8, On May ,2017, and May 12, 2017, the authorized buyer on the account made three retail purchases in the amounts of $101.23, $112.60, and $Authorization for these transactions were not given by the Bank; however, the store was able to override the system and the purchases were applied to the account.We have issued credits totaling $to the Victoria’s Secret Angel accountWe have also credited the $late fee and applicable finance charge of $Your January billing statement will reflect these adjustments.On November 2, 2017, you contacted the Bank by telephone with questions regarding youraccountsWe informed you The Limited account was still open and you requested we close theaccountThis account was closed, per your request, on November 2, The last purchasemade to this account was on March 19, Since the purchase was made prior to the requestto close this account, we respectfully decline your request to adjust the balanceThe balance onthis account is $with a minimum payment of $due by January 7, 2018.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Rachel R [redacted] Compliance Dept– Consumer Responsescc: Revdex.com
Dear Mr***: We received the complaint you sent to the Revdex.com, on behalf of your wife regarding her account Comenity Bank issues Bealls Outlet credit card accounts, and we are here to help answer account-related questions Your complaint was for***ed to my attention, and I appreciate the opportunity to assist you You state that your wife made a payment at a Bealls Outlet retail store You further state that although your wife’s check has been cashed by her bank, her payment has never posted to her account, and she was unable to resolve this matter by contacting the store We sincerely apologize for any inconvenience or frustration this matter may have caused Since the Bealls Outlet credit card is listed in your wife’s name, the Bank is unable to discuss or release account information to another party without Mrs***’s permission Please be advised that we have sent a response to Mrs [redacted] directly regarding the accountWe hope you find this information to be helpful Should you have questions or concerns regarding this letter, please have Mrs [redacted] contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assistSincerely, Laura R [redacted]
Dear Ms [redacted] :We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Capital Bank issues Haband credit card accounts, and we arehere to assist you with all account-related questions or concernsI appreciate the opportunity torespond to your concerns.We understand from your complaint that you are concerned about your minimum due, andwould like a lower payment amount.Please be advised that the Haband account was opened on December 1, The lastpurchase of $was made on November 2014, and the last payment of $wasreceived on August 2015.Our records indicate on August 4, 2015, we received your dispute, advising us you would onlybe able to pay $a monthWe sent a response on August 6, 2015, stating we haveseveral payment programs, and to contact our collections department for more detailsA copyof this response is included for your records.It is important to understand how the minimum payments are calculatedUnder the minimumpayment section of your Credit Card Agreement, it states, "The Minimum Payment will be thetotal of the minimum payments for the Regular Revolving and Promotional Credit Plans plus anypast due amounts and feesThe minimum payments for the Regular Revolving Credit Plan andPromotional Credit Plans will be the greater of: (a) $or (b) 5% of the New Balance shownon your Statement for that Credit Plan".Please keep in mind when payments are not received, are received afler the due date, or aremade for less than the minimum required, the account will be assessed a late fee and financecharge, as explained in the Credit Card Agreement.The Bank understands that customers may experience difficulty making their payments due toeconomic factorsYou may be eligible for enrollment in our Customer Hardship ProgramThisprogram provides customers with six to twelve months of special terms in order to bring andkeep the account currentIf you are interested in obtaining information on whether you qualifyfor this program, 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 creditorsComenity Capital Bank supports and participates in theprograms provided by CCCS agenciesShould you wish to obtain information regarding theirprograms and for a member agency located near you, please contact the National Foundationfor Credit Counseling at ###-###-####.The Bank has reviewed the issues in your complaint, as well as the applicable phoneconversationsWe apologize if you felt that you did not receive the best customer serviceIt isnever the Bank's intention to treat our customers in a less-than-satisfactory mannerCornenityCapital Bank is committed to providing the best customer service and is disappointed when acustomer feels that this standard was not met.We sincerely apologize for the frustration and inconvenience this matter may have caused you.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]
I reviewed the response made by the business in reference to complaint ID [redacted] Lending club solutions already resolved the issue Regards, [redacted] ***
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced accountsAs the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questionsYour complaint, was forwarded to my attention, and I appreciate the opportunity to assist you.Your complaint states that your Victoria’s Secret/PINK credit card was stolen and has fraudulent chargesYou indicate that you activated the card; however, you never used itThe card was previously reported as lost and stolen, and you were not issued a new card, yet the account was closedAs you believed the account to be closed, you thought the account had a zero balance until a recent credit bureau reviewYou are disputing the charges and would like the amount of $removed from the account, and the delinquencies removed from your credit file.After reviewing the accounts at the Bank, we found that you initially opened an account ending in on February 16, 2013; however, you reported the card as lost/stolen on March 13, At this time, the account was closed and transferred to a new Victoria’s Secret/PINK account ending in ***The last purchase of $posted to the account on April 19, 2013, and the last payment of $was received on August 17, As no further payments have been received, the account has been charged late fees and finance charges, as outlined in the Bank’s Credit Card Agreement (CCA)On February 2, 2015, the account was permanently closed and written-off for non-paymentThis information was reported to the national credit-reporting agencies.Bank records indicate no previous contact from you regarding the accountHowever, please be assured that our Account Protection (Fraud) team has received your concerns, and a fraud case; case number [redacted] has been openedThe case has been assigned fraud investigator, [redacted] Please note that it may take 60-days to complete the investigation, and the credit bureaus will be notified of the fraud disputeIf you have any questions regarding the investigation, please contact the Account Protection (Fraud) team at ###-###-#### (TDD/TTY ###-###-####) and reference your account and case number.Comenity Bank vigorously pursues any individual who is suspected of perpetration of a fraudThis may include contact with various local, state and federal law enforcement agenciesWe assure you that we will do everything to resolve this situation with as little inconvenience to your client as possible.We hope this information is helpfulIf you any further questions or concerns, please contact the Account Protection (Fraud) team at the number providedThey will be happy to assist you.Sincerely,Shawnda Y***
Dear [redacted] We have received the inquiry you sent to the Better Business Bureau (Revdex.com), regarding the above-noted account Your correspondence was forwarded to Comenity Bank Comenity Bank issues the Younkers credit card, and we are here to help answer your 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 November 24, As stated in our prior response, the item for $was received by Younkers mail order and credited to your above account on October 10, Our records further show a new purchase on October 16, 2015, for $made at the Younkers store in [redacted] For your records we have enclosed copies of your billing statements from September through March 2016, that will show how the balance arrived at $ In addition, we have enclosed a copy of the store receipt for the purchase of $ Comenity Bank did not find any errors on your account and we consider the balance to be valid, and this matter closed We hope you find this information helpful If you have any further questions, please feel free to contact me at ###-###-####, ext [redacted] (TDD/TTY###-###-####) I will be happy to assist you Sincerely, Jack C [redacted]
Dear [redacted] We received your additional complaint addressed to the Revdex.com, regarding theabove-referenced accountComenity Capital Bank issues Virgin America Visa@ accounts, andwe respond to all account-related inquiriesYour correspondence was forwarded to myattention for review and I appreciate this opportunity to assist you.We understand from your complaint that you are concerned with the day delinquency that isappearing on your credit report regarding the above-noted accountYou state that the shift ofyour account numbers due to your card being compromised caused a disruption in your autopaymentsystem and your email statements were delivered as spamYou would like thedelinquency removed from your credit bureau report.Bank records indicate the Virgin America Visa@ account was reported as days delinquent inAugust Please note in the interest in customer setvice we have sent instructions to thenational credit-reporting agencies to remove the day delinquency from August 2015regarding the Virgin America Visa@ accountPlease allow them up to days to update theirrecords.We hope you have found this information to be helpfulShould you have any additionalconcerns please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)i willbe happy to assist you
the Bank is unable to purge my information from their systemThis is unacceptableRegards, [redacted]
Consumer called and left a message on CM's voice mail that she is still receiving bills for over $for items that she has returned
Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me THANK YOU! Regards, [redacted]