Comenity Bank has received your correspondence regarding the above-referenced account.Comenity Bank issues the Buckle credit cardWe are here to answer your questions and assistwith your concerns.Your correspondence indicates you have been receiving threatening calls from the Bank, inregard to an
account that you are unaware ofYou state that your father passed and you sharethe same name, and you have been receiving information that has nothing to do with youYourequest the Bank not contact you for any reason.Our condolences on the loss of your fatherPer your request, a “cease and desist” status hasbeen placed on your client’s accountThis cease and desist request will stop all future collectioncalls, but it will also suspend authorizations for new purchases on all of your client’s accountssince we will be unable to contact himWe will continue to send certain legal communications aspermitted by lawYour request to cease and desist contact on the account may be changed atany time by contacting us again in writing at the below address:Comenity BankPO Box 182273Columbus, OH 43218-3003This letter is for informational purposes to respond to your correspondence and is not an attemptto collect on this balance.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 notmet.The calls you were receiving were in regard to a Buckle account was opened on December 11,2015; use of the account or failure to close the account within days of receiving the CCAindicated your acceptance of the terms of the Agreement, including the assessment of any financecharges and feesThe last purchase of $was made on June 11, 2016, and the last payment of $was received on June 11, The account was written off on January 15,2017, with an unpaid balance of $542.83.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out repayment arrangements to minimize any negative creditreporting impactsMany times a payment is overlooked, and reminder calls or repaymentdiscussions are helpful to bring the account back to a current status.If you still feel this account is not yours, and if you feel this may be an issue of identity theft of youor your father’s personal information, please contact our Account Protection Team directly at ***I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,
Comenity Bank has received your correspondence regarding the above-referenced account.Comenity Bank issues the Christopher & Banks credit cardWe are here to answer your questionsand assist with your concerns.Your complaint states you are receiving telephone calls from an unknown number;
however, themessages left are providing a return number in which you are unable to blockYou ask that theBank stop calling.We want you to have a positive customer experience with the Bank, and we have already updatedyour phone number(s) ending in *** and *** with “Do Not Call” instructions.This letter is for informational purposes to respond to your correspondence and is not an attemptto collect on this balance.Bank records indicate your Christopher & Banks account is two billing periods past due with abalance of $202.99.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out repayment arrangements to minimize any negative creditreporting impactsMany times a payment is overlooked, and reminder calls or repaymentdiscussions are helpful to bring the account back to a current statusWe appreciate your business,and we want to share with you some options that are available to you in this type of situation.Options:• 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 the CCCS agenciesShould you wish to obtain information regarding their programs and for amember agency located near you, please contact the National Foundation for Credit Counselingat ###-###-####.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,
September 12, 2017Dear *** ***:Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the HSN credit cardWe are here to answer your questions and assist with your concerns.We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matterPlease find enclosed a copy of our response dated September 6, Included in the response, we supplied a copy of the bank statement that was sent to Comenity Capital BankThe bank statement received was missing the activity between June 5, 2017, and June 13, Unless we receive the information we requested, our position remains unchanged, as we are unable to further investigate your concerns.Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenityCapital Bank issues the HSN credit cardWe are here to answer your questions and assist with your concerns.In your correspondence, you state that a payment was returned in errorYou mailed in your bank statement, a letterfrom your bank, and you’ve made several phone calls to attempt to resolve the issueThe Bank is stating that there isnot enough information to investigate your case and is holding you responsible for the payment and feesYou alsomention that you do not receive your statements in a timely mannerYou are requesting that the Bank credits backyour returned payment, return fees and late fees.After careful review of our records, we show that you sent in your bank statement; however, the transaction details aremissing between June 5, 2017, and June 13, In order to properly investigate the returned payment, we requirethe full bank statement informationAttached, please find a copy of the bank statement we received with your request.Once we receive the full bank statement including the above-noted dates, we will be able to continue with theinvestigation.Please be advised, your due date is the 17th of every monthYou have signed up to receive your statement notificationsvia e-mailA paper statement is not mailed to your home addressFor your convenience, you can view your statementsonline at any time.While you have a dispute on your HSN credit card account, it is suggested that you still make your minimum monthlypayments by the due date to avoid late feesPlease keep in mind that when there is a balance on an account andpayments are not received, are received after the due date, or are made for less than the minimum required, theaccount will be assessed a late fee, as explained in the Credit Card Agreement.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contactme at ###-###-####.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Nicole F
We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Bank issues Bealls Florida credit card accounts, and we are hereto assist you with all account-related questionsI appreciate the opportunity to respond to yourconcerns.We understand
from your complaint that you paid your bill on March 21, 2016, but you receiveda credit from Comenity Bank on April 2, 2016, for the amount of the paymentYou state that youreceived a collection call on Sunday at 8:am regarding your past due account, and that youwere hung up onAdditionally, you state this is the second time you have been called aboutnonpaymentYou would like someone to contact you to resolve your issue.Thank you for speaking with me on April 5, During our conversation, I advised you paidyour account when it had a zero balanceAdditionally, you are receiving an electronic refund foryour payment that was applied to the above referenced account, while it had a zero balance.Please accept our deepest apology for any frustration that you may have experienced regardingthe telephone calls that you have received from Comenity BankPlease be advised that thetelephone calls being made were attempts to contact a customer regarding a personal businessmatterPlease be assured that we have updated our records and you should not receive anyfurther telephone calls from Comenity Bank at the telephone number ending in ***, regardingthe above-referenced account.We hope you have found this information helpfulIf you have any further questions, pleasecontact me at (800) 675-5685, ext*** (TDD/TTY (800) 695-1788)I will be happy to assistyou.Sincerely,Amanda R**Consumer Relations SpecialistCC: Revdex.com
Dear *** *** Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Christopher & Banks credit card. We are here to answer your questions and assist with your
concerns. We understand from your correspondence that you received an incorrect amount of Friendship Rewards points when you made a purchase of $on October 1, 2016, using the above-referenced account. You further state that your attempts to resolve this matter by contacting Christopher & Banks have been unsuccessful. You are requesting to have your Friendship Rewards account properly updated, or an explanation as to why your calculations are incorrect. We sincerely apologize for any inconvenience or frustration this matter may have caused you. Please understand that Comenity Bank and Christopher & Banks are two separate entities. Comenity Bank is responsible for addressing questions related to credit card accounts, while Christopher & Banks is responsible for handling matters related to sales, merchandise processing, returns, shipping, merchandise quality, and Friendship Rewards. We contacted Christopher & Banks, on your behalf, regarding your concerns. They stated that a promotion offering double Friendship rewards points was running for any purchases made from September 16, 2016, through September 30, In the interest of customer service, on January 11, 2017, Christopher & Banks added 8,Friendship Rewards points to your Friendship Rewards account. A separate letter is being sent to you from Christopher & Banks regarding this matter. For further questions regarding your Friendship Rewards points, please contact their corporate office at ###-###-####. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Laura R***
*** *** has authorized me to talk to Stage and make changes and it states that I can make paymentsThey are charging for a declined payment that was never even attempted to be taken from the bankThat is dishonest and against the lawThey had no problems taking money out when the full payment was made before this paymentThe bank specifically stated they did not attempt to take the out so how can a return charge be put on the bill when it was never attempted to be taken out.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***
Dear Mr***We received your complaint, addressed to the Revdex.com, in regard to a credit cardaccountYour correspondence was forwarded to my attention for review, and I appreciate theopportunity to respond to your client’s concerns.We would like to assist you in resolving this
matterUnfortunately, we are unable to locate theaccount you are referencing in your complaint based on the information providedTo betterassist you, we need additional information to locate the account in questionPlease provide thefollowing:- Complete Account Number- Any Previous Names- Any Previous Addresses- Home Telephone Number- Social security numberThis information can be mailed to the address listed above, or faxed to my attention at ###-###-####.Once this information has been received, we will be able to investigate your complaint further.We hope you find this information to be helpfulIf you have any additional questions, pleasecontact me directly at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happyto assist you.Sincerely,Diamond L***
Dear *** ***We received your complaint, submitted to the Revdex.com, regarding the above-referenced accountComenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questionsYour complaint was forwarded to my attention, and I
appreciate the opportunity to assist you.We understand from your complaint that your Victoria’s Secret/PINK account was reported delinquent by Comenity Bank in November 2014, after the resolution of a billing error that was resolved in your favorThe delinquency was to be removed but still reflects on your credit bureau reportAs a result, you sent a dispute letter to us in October 2015, and you have requested that the delinquency be removed.Bank records indicate that the billing dispute received in was resolved in your favor and that the letter indicated the credit bureau agencies were notified to update their records of any changes that needed to be madeUnfortunately, after receiving the October dispute, you were advised that we could not remove the delinquency and you were referred to contact the credit bureausIt is never the Bank’s intention to cause a customer a hardship, and we sincerely apologize for the way in which your complaint was handled.Please be assured that we sent notification to the national credit-reporting agencies with instructions to delete the November delinquency from your credit filePlease allow the credit-reporting agencies days to update their records.You are a valued customer and we hope this information is helpfulIf you have further questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Shawnda Y***
Dear Ms***We received your complaint, submitted to the Revdex.com, regarding the above notedaccountComenity Bank issues Victoria's SecretPlNK credit cards, and we are here tohelp answer your account-related questionsI appreciate the opportunity to assist you.We understand
from your complaint that you have not received your statements by mail oronlineYou state that you notified the Bank on multiple occasions of this matter and now youraccount has been assessed multiple fees and in collectionsYou have asked the Bank toremove the fees and bring your account out of collections; this is unfair to you.Bank records indicate that the address on file for you was ** *** *** *** ** ***
** *** until September 5, 2014, at which time you provided an address change to theaddress listed at the top of this letter.As your account is not enrolled in electronic statements, the statements were sent to you byU.SmailWe have no record of the statements being returned to the Bank as undeliverable.As payments were not made for the January, February, March, April, and May due dates,the account was assessed late fees and finance chargesAdditionally, the account wasreported as delinquent to the credit bureaus.The last payment of $was received on June 1, 2015; however, the account minimumpayment due was $220.00, which included the past due payment amountTherefore, thispayment did not bring the account current, and your account is still past due $125.00.When an account goes delinquent, our collection team will attempt to contact you in an effort tobring the account current and to prevent further delinquencyAfter reviewing the collectioninformation, we find that our collection team has been unsuccessful in contacting youThenumber listed in your complaint and what we have on file do not matchHowever, the Bank hassent you a delinquency notice and offered a Hardship Program to youThe Bank has also sentyou a settlement offer by mail.In further reviewing our records, we found that you contacted the Bank via the account centeron June 10, 2015, regarding this situationThis has not been responded to due to the time thatwe received the message and this complaintUnfortunately, we were not able to locate anyprevious contact information from you, as stated in your complaint.As of the date of this letter, your Victoria's SecretlPlNK account balance is $and theaccount is five billing periods past duePlease understand that should an account exceed sixbilling periods past due, the account will be permanently closed and reported to the creditbureaus as a write-offDelinquent accounts can report to your credit bureau for a period ofseven yearsWe urge you to contact our Payment Solutions team, toll free, at ###-###-####to discuss the payment options that are currently available to youAdditionally, please keep inmind that once the account writes off, you would no longer be eligible for the Hardship Program.If you are having financial difficulties and need assistance, you may also contact MoneyManagement International (MMI)MMI is a consumer credit counseling agency from whichconsumers may seek help when having problems paying their creditors, and will assistconsumers on developing a payment plan based upon a debt to income ratioTo find out moreabout MMI and their services, you may call and speak to a counselor at ###-###-####.In addition, please understand that the Bank cannot enroll you in paperless statementsIf youwish to enroll, you may do so by accessing the Bank's Account Center and follow theinstructions to enroll in paperless statementsPlease be sure that your email address matcheswhat the Bank has on file so that you will receive your statements in a timely mannerAs ofnow, the email address we have on file is *** ***, which is differentfrom what you provided in your complaintAlso, if you choose to receive your statements byemail, the Bank would not be able to send them as a "hard copy via the postal service.As the Bank found no errors, we are unwilling to remove the fees assessed to your account orthe delinquent payment information.We apologize for any inconvenience you have been caused, and we hope this information ishelpfulShould you have any further questions or concerns, please contact our PaymentSolutions team at the number providedThey will be happy to assist you.Sincerely,*** ***Consumer Relations Specialist
Dear *** *** Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Ann Taylor Mastercard credit cardWe are here to answer your questions and assist with your concerns You state your bill is due on the 28th of each month, and you made a payment of $1,on February 1, 2017, to avoid being lateYou further state you were charged a late fee of $and a finance charge of $When you spoke with a representative of the Bank, you were told in order to avoid the late fee and finance charge, you should have made your payment on February 2, You are requesting a credit of the $late fee and $finance chargeWe sincerely apologize for any frustration or inconvenience this matter may have caused you We have reviewed your account and we are happy to share our 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, a late fee and a finance charge may be assessed to the account, as explained in the Credit Card AgreementPlease also be advised, customers do not have the ability to pay ahead on an account. In the interest of customer service, we issued credits totaling $to remove the previously assessed late fee and finance chargeThese credits posted to your account on March 17, 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***
Dear *** *** We recently received a complaint, addressed to the Revdex.com, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts and we respond to all account-related inquiries. I appreciate the opportunity to assist youWe
understand from your complaint that you have made several attempts to pay off the promotional plan balance on your HSN account. Unfortunately, these attempts have been unsuccessful. You are requesting the Bank apply your payments to the promotional plan as requested, in order to avoid interest charges. We understand your concerns, and we sincerely apologize for any inconvenience this matter may have caused you. After a thorough investigation, our records indicate that your purchase of $was charged to your account on September 12, 2014, and was placed on a 9-month deferred interest payment required plan, due to expire on June 16, 2015. As agreed upon at the time of purchase, no interest would be assessed to the account, should the balance of your promotional plan be paid in full as of the scheduled ending date. Please be advised once the Bank receives your payment, it is distributed as follows: Unpaid fees, scheduled payment of lowest to highest Annual Percentage Rate (APR) plans, scheduled payment of revolving balance, scheduled payment of accrued interest plans, scheduled payment of waived interest plans, balance of accrued interest plans within the last two billing cycles of the promotional plan end date, balance of revolving with descending APR, balance of low APR plans, balance of accrued interest plans, and balance of waived interest plans. Information regarding payment distribution can be located in Section C of your Credit Card Agreement (CCA), please see enclosed copy for your records. Our records further indicate that your payments in the amount of $and $were transferred from your revolving balance to your promotional plan balance on May 17, 2015. Please be assured, these payments have satisfied the promotional plan balance of $due by June 16, 2015. Based upon your complaint, the Bank has reviewed the applicable email and telephone conversations. We apologize if you felt that you did not receive the best customer service and/or that you were not provided with the information you requested. Comenity Capital Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met. Please note, as of the date of this letter, your account has a revolving balance of $with a minimum payment of $due by June 13, 2015. Our records indicate that the annual percentage rate for revolving balances on your HSN credit card is 26.99%. If there is revolving balance on your account at the end of each billing cycle, finance charges will be assessed, month pursuant of the CCA. We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext*** (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, *** *** Consumer Relations Specialist
Dear *** ***We received your complaint, submitted to theRevdex.com, regarding the above-referenced account. Comenity Bank issues The Buckle credit card accounts,and we are here to help answer account-related questions. I appreciate this opportunity to address
yourconcernsWe understand from your complaint that you wereadvised that the account was paid in full and that the late fees and financecharges would be waived due to not receiving a few statements. Additionally, you state you again spoke tothe Bank and were treated rudely and were advised that the account was not paidin full and the balance had increased. Yourequested this matter be escalated and resolved. We apologize for any frustration this matterhas caused you.Please find a summary of the account below:OnSeptember 17, 2014, two purchases posted to the account in the amount of$and $39.90.October6, 2014, a statement was issued with a balance of $and a minimum due of$by November 1, (no payment was received)November5, 2014, a statement was issued with a balance of $and a minimum due of$by December 1, (no payment was received) This balance included alate fee and finance charge.December6, 2014, a statement was issued with a balance of $and a minimum paymentof $due by January 1, 2015. Thisbalance included a late fee and finance charge.December8, 2014, a payment of $posted to the account. The new balance as of the January 6, 2015,statement was $193.18.January6, 2015, February 3, 2015, March 6, 2015, April 5, 2015, and May 6, 2015,statements were issued and no payments were made to the account. The Bank has reviewed the issues in yourcomplaint, as well as the applicable phone conversations. We apologize if you felt that you did notreceive the best customer service. It isnever the Bank's intention to treat our customers in a less-than-satisfactorymanner. Comenity Bank is committed toproviding the best customer service and is disappointed when a customer feelsthat this standard was not met. The payment made via telephone on May 28,2015, for $satisfied some Bank fees and the purchases made on September17, 2014. Please be advised, Bank feestotaling $have been credited to the account. As of the date of this letter the account isclosed with a zero balance. Although the account is closed, per yourrequest, we hope you continue to shop with The Buckle. We hope this information is helpful. Should you have any other questions orconcerns regarding this letter, please feel free to contact me directly at ###-###-#### ext.*** (TDD/TTY ###-###-####) I will be happy to assist you. Sincerely, KaiM*** *** ***
Dear Ms***We received your complaint, submitted to the Revdex.com, regarding the above-noted accountComenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer your account related questionsThe complaint was forwarded to my attention and I appreciate
the opportunity to address your concerns.We understand the concerns expressed in your complaint regarding the account balance and telephone callsWe also understand that you believed the account to be taken care of under the account protection when you were on disability, and had you of known that the protection was not working, and that the account was placed into collections, you could have made small paymentsYou would like to resolve the account balance without any legal ramifications or negative entries to your credit reportI have reviewed your account and am happy to explain our findings.Bank records indicate that your account was enrolled in Account Assure on January 9, 2014, and cancelled on September 1, Account Assure can cancel a balance owed or can make the minimum monthly payments due on the account if a qualifying event occursIn process of investigating your concerns, we had reached out to AON, the provider of Account AssureThey advised us they have no record of contact with you regarding a disability claimIf you wish to speak to a program administrator, please call ###-###-####.When our records show an account as delinquent, we will make attempts to contact the customer regarding the status of the accountWe understand that many times a payment is overlooked or unable to be made due to life changing events, and we want to help our customers get back on trackDue to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successfulIt is correct that the Bank made attempts to contact you; however, these calls were made by Bank associates and not an attorney.After speaking to the Bank, you agreed to enroll the account into the Bank’s Customer Hardship Program on September 25, This program provided twelve months of special terms in order to bring and keep the account currentUnfortunately, the account was terminated from the program on December 2, 2015, as unsuccessful completion.The last payment for $was received on January 7, Your account wrote off due to non-payment on May 1, 2016, with an unpaid balance of $1,This information has been reported to the credit-reporting agenciesGenerally, delinquent accounts will report for seven years from the date of first delinquencyYou may contact the Bank’s Recovery team at ###-###-#### (TDD/TTY ###-###-####) to discuss suitable payment options.In addition, you may request the Bank cease and desist contact on your accountThis written request would stop all future collection phone callsThis request can be changed at any time by contacting us again in writingIf you wish to have this status added to your account, please write the Bank at the address below:Comenity BankPO Box 182273Columbus, OH 43218-2273We hope this information is helpfulIf you have any further questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Shawnda Y***
Thank you for the recent response. Before I accept a response: 1) I would like a confirmation that Comenity has received the documentation sent by the credit union(I see they already submitted to the Revdex.com), and2) I would also like confirmation that my account is reported as current with no delinquencies with Equifax, Experian and TransUnion. Thank you!
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because: I already sent my dispute letterIt was delivered
June 29,
,
8:am
Delivered
COLUMBUS, OH 43218
Your item was delivered at 8:am on June 29, in COLUMBUS, OH
June 28,
,
10:am
Available for Pickup
COLUMBUS, OH 43218
Regards,
Katelyn Vaughan
Dear Ms*** We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Avenue credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my
attention, and I appreciate the opportunity to respond to your concernsWe understand from your complaint that you changed your banking information via the Bank’s Account Center website at the beginning of the year to your new checking account information, you also state that Comenity Bank dropped a zero from the routing number on your checking account which caused your payments to return and that you were advised that Comenity Bank always drops the zero. This matter caused the payments that were submitted to be returned from your banking institution as unable to locate the account. You are requesting that all fees are credited back to the account and the original credit limit is reinstated back to $500.00. I am happy to share my findings with youI have reviewed the calls in question, which confirmed that the Bank’s associates advised you that the payment(s) were returned based on an invalid checking account number Additionally, you were advised by our associates and supervisor that we are unable to change or edit a customer’s banking information on the Account Center website As you requested the returned fees removed and there were multiple fees applied to the account; as a courtesy, the Bank has removed one fee in the amount of $on February 27, 2015. Please be advised, due to the fact that the bank account information was entered incorrectly, not the routing number, Comenity Bank is unwilling to remove any additional check fees as they are valid. As of the date of this letter, the balance on the account is $547.00, and the account is current with a payment of $due on September 17, 2015. You also requested that the credit limit is reinstated back to the original limit of $500.00; unfortunately, when an account has consecutive delinquencies due to a returned payment, the credit limit is lowered. Once the Bank receives three months of on-time payments you may request a credit limit increaseComenity Bank is required to report factual data to all national credit-reporting agencies in regards to payments our customers make each month. After reviewing our records, we have found these reports to the credit bureau to be accurate; therefore, we are unwilling to delete the negative information from your credit bureau reportWe 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*** (TDD/TTY ###-###-####). I will be happy to assist youSincerely, Renee S*** *** *** ***
Dear Ms*** We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Catherines 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 concernsWe understand from your complaint that you made a payment in full, and after returning from out of town you received the payment returned back to you due to the payment being sent to the wrong payment center. At that time you contacted the Bank and explained this situation to the Bank representative. You also state during the conversation with the Bank representative you were advised that the fees assessed to the account would be removed, and your balance would become the original balance of $177.87. However, the fees were not removed and the account continually assessed fees. You advised the representative that you would make the payment within the next two days. You are requesting that the Bank honor what the representative told you previously and remove the fees assessed to the accountI listened to the call in questions and did find that the fees were not removed as promised. In the interest of customer service, credits totaling $have been applied to your account, which will bring the balance to zero. Additionally, your credit limit has been reinstated to the original credit limit of $1,Please be assured that notification has been submitted to the national credit-reporting agencies requesting all delinquencies are removed from your credit file, regarding the Catherines accountWe value you as a customer 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*** (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Renee S***
Dear *** ***: We received your complaint, submitted to the Revdex.com, regarding the above-noted accountComenity Bank issues Victoria’s Secret/PINK credit cards, and 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 you had a returned payment of $for which you were charged a $returned payment feeYou believe that because the Bank previously applied a credit on another account, the Bank is attempting to collect the credit issued by charging your Victoria’s Secret/PINK accountYou also state that you are being charged late fees and you have been making cash payments to avoid returned payments due to incorrect information being submittedYou would like to have a reconciliation of your account and fees creditedPlease find a summary of the account belowI have included the February through August 2015 billing statements, which show the account activity that comprised the account balance and any fees that were assessed to your account. On February 5, 2015, you were sent a billing statement reflecting a balance of $and a minimum payment of $due on March 3, A payment of $was received on February 7, 2015, and a payment of $was received on February 27, Our records indicate that the payment of $was scheduled through the Bank’s online Account Center. Notification was received on March 4, 2015, that the payment was returned from your financial institution, indicating the checking account number was invalidThe payment was removed from the account, and the account was assessed a returned payment fee of $Please understand, when making payments online, it is the customer’s responsibility to ensure that the payment information is current and accurate. Furthermore, the account was not assessed a late fee based on the returned payment noted aboveHowever, the account was assessed late fees in June and July 2015, as the payments were received after the payment due datePlease refer to the enclosed Credit Card Agreement (CCA), for the terms of your account. Although no Bank errors were found, as a courtesy, we have issued credits to your account totaling $to remove one late fee and the returned payment feeBecause the account currently has a zero balance, the credits will result in a credit balanceA refund check for $will be sent to you under separate cover, and you should receive it in the next 7-10 business days. In addition to the statements, below is the requested account reconciliation chart from February to August 2015, for your records. ***You are a valued customer and it is never the Bank’s intention to cause a customer a hardship. We hope this information has been helpfulShould you have further questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you. Sincerely, Shawnda Y*** *** *** ***
Comenity Bank has received your correspondence regarding the above-referenced account.Comenity Bank issues the Buckle credit cardWe are here to answer your questions and assistwith your concerns.Your correspondence indicates you have been receiving threatening calls from the Bank, inregard to an
account that you are unaware ofYou state that your father passed and you sharethe same name, and you have been receiving information that has nothing to do with youYourequest the Bank not contact you for any reason.Our condolences on the loss of your fatherPer your request, a “cease and desist” status hasbeen placed on your client’s accountThis cease and desist request will stop all future collectioncalls, but it will also suspend authorizations for new purchases on all of your client’s accountssince we will be unable to contact himWe will continue to send certain legal communications aspermitted by lawYour request to cease and desist contact on the account may be changed atany time by contacting us again in writing at the below address:Comenity BankPO Box 182273Columbus, OH 43218-3003This letter is for informational purposes to respond to your correspondence and is not an attemptto collect on this balance.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 notmet.The calls you were receiving were in regard to a Buckle account was opened on December 11,2015; use of the account or failure to close the account within days of receiving the CCAindicated your acceptance of the terms of the Agreement, including the assessment of any financecharges and feesThe last purchase of $was made on June 11, 2016, and the last payment of $was received on June 11, The account was written off on January 15,2017, with an unpaid balance of $542.83.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out repayment arrangements to minimize any negative creditreporting impactsMany times a payment is overlooked, and reminder calls or repaymentdiscussions are helpful to bring the account back to a current status.If you still feel this account is not yours, and if you feel this may be an issue of identity theft of youor your father’s personal information, please contact our Account Protection Team directly at ***I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,
Comenity Bank has received your correspondence regarding the above-referenced account.Comenity Bank issues the Christopher & Banks credit cardWe are here to answer your questionsand assist with your concerns.Your complaint states you are receiving telephone calls from an unknown number;
however, themessages left are providing a return number in which you are unable to blockYou ask that theBank stop calling.We want you to have a positive customer experience with the Bank, and we have already updatedyour phone number(s) ending in *** and *** with “Do Not Call” instructions.This letter is for informational purposes to respond to your correspondence and is not an attemptto collect on this balance.Bank records indicate your Christopher & Banks account is two billing periods past due with abalance of $202.99.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out repayment arrangements to minimize any negative creditreporting impactsMany times a payment is overlooked, and reminder calls or repaymentdiscussions are helpful to bring the account back to a current statusWe appreciate your business,and we want to share with you some options that are available to you in this type of situation.Options:• 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 the CCCS agenciesShould you wish to obtain information regarding their programs and for amember agency located near you, please contact the National Foundation for Credit Counselingat ###-###-####.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,
September 12, 2017Dear *** ***:Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the HSN credit cardWe are here to answer your questions and assist with your concerns.We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matterPlease find enclosed a copy of our response dated September 6, Included in the response, we supplied a copy of the bank statement that was sent to Comenity Capital BankThe bank statement received was missing the activity between June 5, 2017, and June 13, Unless we receive the information we requested, our position remains unchanged, as we are unable to further investigate your concerns.Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenityCapital Bank issues the HSN credit cardWe are here to answer your questions and assist with your concerns.In your correspondence, you state that a payment was returned in errorYou mailed in your bank statement, a letterfrom your bank, and you’ve made several phone calls to attempt to resolve the issueThe Bank is stating that there isnot enough information to investigate your case and is holding you responsible for the payment and feesYou alsomention that you do not receive your statements in a timely mannerYou are requesting that the Bank credits backyour returned payment, return fees and late fees.After careful review of our records, we show that you sent in your bank statement; however, the transaction details aremissing between June 5, 2017, and June 13, In order to properly investigate the returned payment, we requirethe full bank statement informationAttached, please find a copy of the bank statement we received with your request.Once we receive the full bank statement including the above-noted dates, we will be able to continue with theinvestigation.Please be advised, your due date is the 17th of every monthYou have signed up to receive your statement notificationsvia e-mailA paper statement is not mailed to your home addressFor your convenience, you can view your statementsonline at any time.While you have a dispute on your HSN credit card account, it is suggested that you still make your minimum monthlypayments by the due date to avoid late feesPlease keep in mind that when there is a balance on an account andpayments are not received, are received after the due date, or are made for less than the minimum required, theaccount will be assessed a late fee, as explained in the Credit Card Agreement.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contactme at ###-###-####.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Nicole F
We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Bank issues Bealls Florida credit card accounts, and we are hereto assist you with all account-related questionsI appreciate the opportunity to respond to yourconcerns.We understand
from your complaint that you paid your bill on March 21, 2016, but you receiveda credit from Comenity Bank on April 2, 2016, for the amount of the paymentYou state that youreceived a collection call on Sunday at 8:am regarding your past due account, and that youwere hung up onAdditionally, you state this is the second time you have been called aboutnonpaymentYou would like someone to contact you to resolve your issue.Thank you for speaking with me on April 5, During our conversation, I advised you paidyour account when it had a zero balanceAdditionally, you are receiving an electronic refund foryour payment that was applied to the above referenced account, while it had a zero balance.Please accept our deepest apology for any frustration that you may have experienced regardingthe telephone calls that you have received from Comenity BankPlease be advised that thetelephone calls being made were attempts to contact a customer regarding a personal businessmatterPlease be assured that we have updated our records and you should not receive anyfurther telephone calls from Comenity Bank at the telephone number ending in ***, regardingthe above-referenced account.We hope you have found this information helpfulIf you have any further questions, pleasecontact me at (800) 675-5685, ext*** (TDD/TTY (800) 695-1788)I will be happy to assistyou.Sincerely,Amanda R**Consumer Relations SpecialistCC: Revdex.com
Dear *** *** Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Christopher & Banks credit card. We are here to answer your questions and assist with your
concerns. We understand from your correspondence that you received an incorrect amount of Friendship Rewards points when you made a purchase of $on October 1, 2016, using the above-referenced account. You further state that your attempts to resolve this matter by contacting Christopher & Banks have been unsuccessful. You are requesting to have your Friendship Rewards account properly updated, or an explanation as to why your calculations are incorrect. We sincerely apologize for any inconvenience or frustration this matter may have caused you. Please understand that Comenity Bank and Christopher & Banks are two separate entities. Comenity Bank is responsible for addressing questions related to credit card accounts, while Christopher & Banks is responsible for handling matters related to sales, merchandise processing, returns, shipping, merchandise quality, and Friendship Rewards. We contacted Christopher & Banks, on your behalf, regarding your concerns. They stated that a promotion offering double Friendship rewards points was running for any purchases made from September 16, 2016, through September 30, In the interest of customer service, on January 11, 2017, Christopher & Banks added 8,Friendship Rewards points to your Friendship Rewards account. A separate letter is being sent to you from Christopher & Banks regarding this matter. For further questions regarding your Friendship Rewards points, please contact their corporate office at ###-###-####. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Laura R***
*** *** has authorized me to talk to Stage and make changes and it states that I can make paymentsThey are charging for a declined payment that was never even attempted to be taken from the bankThat is dishonest and against the lawThey had no problems taking money out when the full payment was made before this paymentThe bank specifically stated they did not attempt to take the out so how can a return charge be put on the bill when it was never attempted to be taken out.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***
Dear Mr***We received your complaint, addressed to the Revdex.com, in regard to a credit cardaccountYour correspondence was forwarded to my attention for review, and I appreciate theopportunity to respond to your client’s concerns.We would like to assist you in resolving this
matterUnfortunately, we are unable to locate theaccount you are referencing in your complaint based on the information providedTo betterassist you, we need additional information to locate the account in questionPlease provide thefollowing:- Complete Account Number- Any Previous Names- Any Previous Addresses- Home Telephone Number- Social security numberThis information can be mailed to the address listed above, or faxed to my attention at ###-###-####.Once this information has been received, we will be able to investigate your complaint further.We hope you find this information to be helpfulIf you have any additional questions, pleasecontact me directly at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happyto assist you.Sincerely,Diamond L***
Dear *** ***We received your complaint, submitted to the Revdex.com, regarding the above-referenced accountComenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questionsYour complaint was forwarded to my attention, and I
appreciate the opportunity to assist you.We understand from your complaint that your Victoria’s Secret/PINK account was reported delinquent by Comenity Bank in November 2014, after the resolution of a billing error that was resolved in your favorThe delinquency was to be removed but still reflects on your credit bureau reportAs a result, you sent a dispute letter to us in October 2015, and you have requested that the delinquency be removed.Bank records indicate that the billing dispute received in was resolved in your favor and that the letter indicated the credit bureau agencies were notified to update their records of any changes that needed to be madeUnfortunately, after receiving the October dispute, you were advised that we could not remove the delinquency and you were referred to contact the credit bureausIt is never the Bank’s intention to cause a customer a hardship, and we sincerely apologize for the way in which your complaint was handled.Please be assured that we sent notification to the national credit-reporting agencies with instructions to delete the November delinquency from your credit filePlease allow the credit-reporting agencies days to update their records.You are a valued customer and we hope this information is helpfulIf you have further questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Shawnda Y***
Dear Ms***We received your complaint, submitted to the Revdex.com, regarding the above notedaccountComenity Bank issues Victoria's SecretPlNK credit cards, and we are here tohelp answer your account-related questionsI appreciate the opportunity to assist you.We understand
from your complaint that you have not received your statements by mail oronlineYou state that you notified the Bank on multiple occasions of this matter and now youraccount has been assessed multiple fees and in collectionsYou have asked the Bank toremove the fees and bring your account out of collections; this is unfair to you.Bank records indicate that the address on file for you was ** *** *** *** ** ***
** *** until September 5, 2014, at which time you provided an address change to theaddress listed at the top of this letter.As your account is not enrolled in electronic statements, the statements were sent to you byU.SmailWe have no record of the statements being returned to the Bank as undeliverable.As payments were not made for the January, February, March, April, and May due dates,the account was assessed late fees and finance chargesAdditionally, the account wasreported as delinquent to the credit bureaus.The last payment of $was received on June 1, 2015; however, the account minimumpayment due was $220.00, which included the past due payment amountTherefore, thispayment did not bring the account current, and your account is still past due $125.00.When an account goes delinquent, our collection team will attempt to contact you in an effort tobring the account current and to prevent further delinquencyAfter reviewing the collectioninformation, we find that our collection team has been unsuccessful in contacting youThenumber listed in your complaint and what we have on file do not matchHowever, the Bank hassent you a delinquency notice and offered a Hardship Program to youThe Bank has also sentyou a settlement offer by mail.In further reviewing our records, we found that you contacted the Bank via the account centeron June 10, 2015, regarding this situationThis has not been responded to due to the time thatwe received the message and this complaintUnfortunately, we were not able to locate anyprevious contact information from you, as stated in your complaint.As of the date of this letter, your Victoria's SecretlPlNK account balance is $and theaccount is five billing periods past duePlease understand that should an account exceed sixbilling periods past due, the account will be permanently closed and reported to the creditbureaus as a write-offDelinquent accounts can report to your credit bureau for a period ofseven yearsWe urge you to contact our Payment Solutions team, toll free, at ###-###-####to discuss the payment options that are currently available to youAdditionally, please keep inmind that once the account writes off, you would no longer be eligible for the Hardship Program.If you are having financial difficulties and need assistance, you may also contact MoneyManagement International (MMI)MMI is a consumer credit counseling agency from whichconsumers may seek help when having problems paying their creditors, and will assistconsumers on developing a payment plan based upon a debt to income ratioTo find out moreabout MMI and their services, you may call and speak to a counselor at ###-###-####.In addition, please understand that the Bank cannot enroll you in paperless statementsIf youwish to enroll, you may do so by accessing the Bank's Account Center and follow theinstructions to enroll in paperless statementsPlease be sure that your email address matcheswhat the Bank has on file so that you will receive your statements in a timely mannerAs ofnow, the email address we have on file is *** ***, which is differentfrom what you provided in your complaintAlso, if you choose to receive your statements byemail, the Bank would not be able to send them as a "hard copy via the postal service.As the Bank found no errors, we are unwilling to remove the fees assessed to your account orthe delinquent payment information.We apologize for any inconvenience you have been caused, and we hope this information ishelpfulShould you have any further questions or concerns, please contact our PaymentSolutions team at the number providedThey will be happy to assist you.Sincerely,*** ***Consumer Relations Specialist
Dear *** *** Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Ann Taylor Mastercard credit cardWe are here to answer your questions and assist with your concerns You state your bill is due on the 28th of each month, and you made a payment of $1,on February 1, 2017, to avoid being lateYou further state you were charged a late fee of $and a finance charge of $When you spoke with a representative of the Bank, you were told in order to avoid the late fee and finance charge, you should have made your payment on February 2, You are requesting a credit of the $late fee and $finance chargeWe sincerely apologize for any frustration or inconvenience this matter may have caused you We have reviewed your account and we are happy to share our 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, a late fee and a finance charge may be assessed to the account, as explained in the Credit Card AgreementPlease also be advised, customers do not have the ability to pay ahead on an account. In the interest of customer service, we issued credits totaling $to remove the previously assessed late fee and finance chargeThese credits posted to your account on March 17, 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***
Dear *** *** We recently received a complaint, addressed to the Revdex.com, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts and we respond to all account-related inquiries. I appreciate the opportunity to assist youWe
understand from your complaint that you have made several attempts to pay off the promotional plan balance on your HSN account. Unfortunately, these attempts have been unsuccessful. You are requesting the Bank apply your payments to the promotional plan as requested, in order to avoid interest charges. We understand your concerns, and we sincerely apologize for any inconvenience this matter may have caused you. After a thorough investigation, our records indicate that your purchase of $was charged to your account on September 12, 2014, and was placed on a 9-month deferred interest payment required plan, due to expire on June 16, 2015. As agreed upon at the time of purchase, no interest would be assessed to the account, should the balance of your promotional plan be paid in full as of the scheduled ending date. Please be advised once the Bank receives your payment, it is distributed as follows: Unpaid fees, scheduled payment of lowest to highest Annual Percentage Rate (APR) plans, scheduled payment of revolving balance, scheduled payment of accrued interest plans, scheduled payment of waived interest plans, balance of accrued interest plans within the last two billing cycles of the promotional plan end date, balance of revolving with descending APR, balance of low APR plans, balance of accrued interest plans, and balance of waived interest plans. Information regarding payment distribution can be located in Section C of your Credit Card Agreement (CCA), please see enclosed copy for your records. Our records further indicate that your payments in the amount of $and $were transferred from your revolving balance to your promotional plan balance on May 17, 2015. Please be assured, these payments have satisfied the promotional plan balance of $due by June 16, 2015. Based upon your complaint, the Bank has reviewed the applicable email and telephone conversations. We apologize if you felt that you did not receive the best customer service and/or that you were not provided with the information you requested. Comenity Capital Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met. Please note, as of the date of this letter, your account has a revolving balance of $with a minimum payment of $due by June 13, 2015. Our records indicate that the annual percentage rate for revolving balances on your HSN credit card is 26.99%. If there is revolving balance on your account at the end of each billing cycle, finance charges will be assessed, month pursuant of the CCA. We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext*** (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, *** *** Consumer Relations Specialist
Dear *** ***We received your complaint, submitted to theRevdex.com, regarding the above-referenced account. Comenity Bank issues The Buckle credit card accounts,and we are here to help answer account-related questions. I appreciate this opportunity to address
yourconcernsWe understand from your complaint that you wereadvised that the account was paid in full and that the late fees and financecharges would be waived due to not receiving a few statements. Additionally, you state you again spoke tothe Bank and were treated rudely and were advised that the account was not paidin full and the balance had increased. Yourequested this matter be escalated and resolved. We apologize for any frustration this matterhas caused you.Please find a summary of the account below:OnSeptember 17, 2014, two purchases posted to the account in the amount of$and $39.90.October6, 2014, a statement was issued with a balance of $and a minimum due of$by November 1, (no payment was received)November5, 2014, a statement was issued with a balance of $and a minimum due of$by December 1, (no payment was received) This balance included alate fee and finance charge.December6, 2014, a statement was issued with a balance of $and a minimum paymentof $due by January 1, 2015. Thisbalance included a late fee and finance charge.December8, 2014, a payment of $posted to the account. The new balance as of the January 6, 2015,statement was $193.18.January6, 2015, February 3, 2015, March 6, 2015, April 5, 2015, and May 6, 2015,statements were issued and no payments were made to the account. The Bank has reviewed the issues in yourcomplaint, as well as the applicable phone conversations. We apologize if you felt that you did notreceive the best customer service. It isnever the Bank's intention to treat our customers in a less-than-satisfactorymanner. Comenity Bank is committed toproviding the best customer service and is disappointed when a customer feelsthat this standard was not met. The payment made via telephone on May 28,2015, for $satisfied some Bank fees and the purchases made on September17, 2014. Please be advised, Bank feestotaling $have been credited to the account. As of the date of this letter the account isclosed with a zero balance. Although the account is closed, per yourrequest, we hope you continue to shop with The Buckle. We hope this information is helpful. Should you have any other questions orconcerns regarding this letter, please feel free to contact me directly at ###-###-#### ext.*** (TDD/TTY ###-###-####) I will be happy to assist you. Sincerely, KaiM*** *** ***
Dear Ms***We received your complaint, submitted to the Revdex.com, regarding the above-noted accountComenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer your account related questionsThe complaint was forwarded to my attention and I appreciate
the opportunity to address your concerns.We understand the concerns expressed in your complaint regarding the account balance and telephone callsWe also understand that you believed the account to be taken care of under the account protection when you were on disability, and had you of known that the protection was not working, and that the account was placed into collections, you could have made small paymentsYou would like to resolve the account balance without any legal ramifications or negative entries to your credit reportI have reviewed your account and am happy to explain our findings.Bank records indicate that your account was enrolled in Account Assure on January 9, 2014, and cancelled on September 1, Account Assure can cancel a balance owed or can make the minimum monthly payments due on the account if a qualifying event occursIn process of investigating your concerns, we had reached out to AON, the provider of Account AssureThey advised us they have no record of contact with you regarding a disability claimIf you wish to speak to a program administrator, please call ###-###-####.When our records show an account as delinquent, we will make attempts to contact the customer regarding the status of the accountWe understand that many times a payment is overlooked or unable to be made due to life changing events, and we want to help our customers get back on trackDue to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successfulIt is correct that the Bank made attempts to contact you; however, these calls were made by Bank associates and not an attorney.After speaking to the Bank, you agreed to enroll the account into the Bank’s Customer Hardship Program on September 25, This program provided twelve months of special terms in order to bring and keep the account currentUnfortunately, the account was terminated from the program on December 2, 2015, as unsuccessful completion.The last payment for $was received on January 7, Your account wrote off due to non-payment on May 1, 2016, with an unpaid balance of $1,This information has been reported to the credit-reporting agenciesGenerally, delinquent accounts will report for seven years from the date of first delinquencyYou may contact the Bank’s Recovery team at ###-###-#### (TDD/TTY ###-###-####) to discuss suitable payment options.In addition, you may request the Bank cease and desist contact on your accountThis written request would stop all future collection phone callsThis request can be changed at any time by contacting us again in writingIf you wish to have this status added to your account, please write the Bank at the address below:Comenity BankPO Box 182273Columbus, OH 43218-2273We hope this information is helpfulIf you have any further questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Shawnda Y***
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** ***
Thank you for the recent response. Before I accept a response: 1) I would like a confirmation that Comenity has received the documentation sent by the credit union(I see they already submitted to the Revdex.com), and2) I would also like confirmation that my account is reported as current with no delinquencies with Equifax, Experian and TransUnion. Thank you!
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because: I already sent my dispute letterIt was delivered
June 29,
,
8:am
Delivered
COLUMBUS, OH 43218
Your item was delivered at 8:am on June 29, in COLUMBUS, OH
June 28,
,
10:am
Available for Pickup
COLUMBUS, OH 43218
Regards,
Katelyn Vaughan
Dear Ms*** We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Avenue credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my
attention, and I appreciate the opportunity to respond to your concernsWe understand from your complaint that you changed your banking information via the Bank’s Account Center website at the beginning of the year to your new checking account information, you also state that Comenity Bank dropped a zero from the routing number on your checking account which caused your payments to return and that you were advised that Comenity Bank always drops the zero. This matter caused the payments that were submitted to be returned from your banking institution as unable to locate the account. You are requesting that all fees are credited back to the account and the original credit limit is reinstated back to $500.00. I am happy to share my findings with youI have reviewed the calls in question, which confirmed that the Bank’s associates advised you that the payment(s) were returned based on an invalid checking account number Additionally, you were advised by our associates and supervisor that we are unable to change or edit a customer’s banking information on the Account Center website As you requested the returned fees removed and there were multiple fees applied to the account; as a courtesy, the Bank has removed one fee in the amount of $on February 27, 2015. Please be advised, due to the fact that the bank account information was entered incorrectly, not the routing number, Comenity Bank is unwilling to remove any additional check fees as they are valid. As of the date of this letter, the balance on the account is $547.00, and the account is current with a payment of $due on September 17, 2015. You also requested that the credit limit is reinstated back to the original limit of $500.00; unfortunately, when an account has consecutive delinquencies due to a returned payment, the credit limit is lowered. Once the Bank receives three months of on-time payments you may request a credit limit increaseComenity Bank is required to report factual data to all national credit-reporting agencies in regards to payments our customers make each month. After reviewing our records, we have found these reports to the credit bureau to be accurate; therefore, we are unwilling to delete the negative information from your credit bureau reportWe 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*** (TDD/TTY ###-###-####). I will be happy to assist youSincerely, Renee S*** *** *** ***
Dear Ms*** We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Catherines 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 concernsWe understand from your complaint that you made a payment in full, and after returning from out of town you received the payment returned back to you due to the payment being sent to the wrong payment center. At that time you contacted the Bank and explained this situation to the Bank representative. You also state during the conversation with the Bank representative you were advised that the fees assessed to the account would be removed, and your balance would become the original balance of $177.87. However, the fees were not removed and the account continually assessed fees. You advised the representative that you would make the payment within the next two days. You are requesting that the Bank honor what the representative told you previously and remove the fees assessed to the accountI listened to the call in questions and did find that the fees were not removed as promised. In the interest of customer service, credits totaling $have been applied to your account, which will bring the balance to zero. Additionally, your credit limit has been reinstated to the original credit limit of $1,Please be assured that notification has been submitted to the national credit-reporting agencies requesting all delinquencies are removed from your credit file, regarding the Catherines accountWe value you as a customer 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*** (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Renee S***
Dear *** ***: We received your complaint, submitted to the Revdex.com, regarding the above-noted accountComenity Bank issues Victoria’s Secret/PINK credit cards, and 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 you had a returned payment of $for which you were charged a $returned payment feeYou believe that because the Bank previously applied a credit on another account, the Bank is attempting to collect the credit issued by charging your Victoria’s Secret/PINK accountYou also state that you are being charged late fees and you have been making cash payments to avoid returned payments due to incorrect information being submittedYou would like to have a reconciliation of your account and fees creditedPlease find a summary of the account belowI have included the February through August 2015 billing statements, which show the account activity that comprised the account balance and any fees that were assessed to your account. On February 5, 2015, you were sent a billing statement reflecting a balance of $and a minimum payment of $due on March 3, A payment of $was received on February 7, 2015, and a payment of $was received on February 27, Our records indicate that the payment of $was scheduled through the Bank’s online Account Center. Notification was received on March 4, 2015, that the payment was returned from your financial institution, indicating the checking account number was invalidThe payment was removed from the account, and the account was assessed a returned payment fee of $Please understand, when making payments online, it is the customer’s responsibility to ensure that the payment information is current and accurate. Furthermore, the account was not assessed a late fee based on the returned payment noted aboveHowever, the account was assessed late fees in June and July 2015, as the payments were received after the payment due datePlease refer to the enclosed Credit Card Agreement (CCA), for the terms of your account. Although no Bank errors were found, as a courtesy, we have issued credits to your account totaling $to remove one late fee and the returned payment feeBecause the account currently has a zero balance, the credits will result in a credit balanceA refund check for $will be sent to you under separate cover, and you should receive it in the next 7-10 business days. In addition to the statements, below is the requested account reconciliation chart from February to August 2015, for your records. ***You are a valued customer and it is never the Bank’s intention to cause a customer a hardship. We hope this information has been helpfulShould you have further questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you. Sincerely, Shawnda Y*** *** *** ***