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 *** *** 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***
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 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 $1,This information has been reported to the credit-reporting agenciesGenerally, delinquent accounts will report for seven years from the date of first delinquencyYou may contact the Bank’s Recovery team at ###-###-#### (TDD/TTY ###-###-####) to discuss suitable payment options.In addition, you may request the Bank cease and desist contact on your accountThis written request would stop all future collection phone callsThis request can be changed at any time by contacting us again in writingIf you wish to have this status added to your account, please write the Bank at the address below:Comenity BankPO Box 182273Columbus, OH 43218-2273We hope this information is helpfulIf you have any further questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Shawnda Y***
I attached documents showing *** * *** Jr is the account holder and I’m a authorized on the accountI understand the process of a disputePer the state law you must provide account information showing authorization was made for your bank to obtain a credit reportNo one agreedOnce again please provide information
Dear *** ***We received your complaint, submitted to theRevdex.com, regarding the above-referenced account. Comenity Bank issues The Buckle credit card accounts,and we are here to help answer account-related questions. I appreciate this opportunity to address
yourconcernsWe understand from your complaint that you wereadvised that the account was paid in full and that the late fees and financecharges would be waived due to not receiving a few statements. Additionally, you state you again spoke tothe Bank and were treated rudely and were advised that the account was not paidin full and the balance had increased. Yourequested this matter be escalated and resolved. We apologize for any frustration this matterhas caused you.Please find a summary of the account below:OnSeptember 17, 2014, two purchases posted to the account in the amount of$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*** *** ***
[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 *** *** 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***
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,
*** *** 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,
*** ***
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
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 Ms*** We received your 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 questions. Your complaint was forwarded to
my attention, and I appreciate the opportunity to assist you. We understand from your complaint that the above-noted account was opened in your name by a member of your household. You state that the account balance is incorrect, because there are a few returns that have not posted to the account; however, you will continue to pay for the merchandise that was not returned. Furthermore, you state that you are unable to make a payment for the amount of money that you were told to send by Bank representatives, due to your limited income; however, the Bank continues to charge you $each month You are requesting an itemized list to be mailed to you regarding the transactions applied to your account. We understand your concerns, and we sincerely apologize for any frustration or inconvenience. After a thorough investigation, our records indicate that the account was opened in your name and social security number on January 22, 2015. Please understand that the HSN credit card account is a regular revolving account with an annual percentage rate (APR) of 26.99% and a repayment percentage of 5%, which means that if there is a balance, a minimum payment is required each billing period. There is no grace period. The due date on your account is the 28th day of each month, and if the minimum payment amount is not received by that date, a late fee will be assessed to the account, pursuant to the Credit Card Agreement (CCA). For your review, we have enclosed copies of the monthly billing statements, which show the account activity that comprised the account balance, and a copy of the CCA. Should you need additional information regarding the transactions and/or returned merchandise, please contact HSN directly at ###-###-####. Comenity Capital Bank vigorously pursues any individual who is suspected of perpetration of a fraud. This may include contact with various local, state, and federal law enforcement agencies. For your convenience, we have enclosed a copy of an Identity Theft Victim’s Complaint and Affidavit from the Federal Trade Commission. If you would like to make a claim of fraud, please complete the affidavit in blue or black ink and return it to our Account Protection team at the following address. Comenity Capital Bank Account Protection Team PO Box Columbus, OH 43218-2686 A fraud investigation will begin once the affidavit is returned and processed. If we do not receive the completed document, we will assume that you do not wish to pursue this fraud claim and that you are accepting full responsibility for the account, the transactions, and the terms and conditions outlined in the CCA. Please be advised, once a fraud investigation has been opened, a letter will be sent to the address listed at the top of this letter with the case number. Investigations may take 60-days to be completed, at which time written notification will be sent. Lastly, if you are experiencing financial difficulties, we encourage you to contact a non-profit Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement, and could include all of your creditors. Comenity Capital Bank supports and participates in the programs provided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-#### Although there were no Bank errors, in the interest of customer service, we have issued a $credit to the account on July 24, 2015, for the previously assessed late fee. 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, Lauren S*** *** *** ***
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***
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!
*** ***
Dear *** *** Comenity Bank has received your correspondence regarding the above-referenced accountComenity Bank issues the Catherines and Lane Bryant credit cardsWe are here to answer your questions and assist with your concerns. We received your complaint in regard
to the collection activity that has taken place on your above-referenced accountsWe understand that due to unforeseen circumstances you were unable to make the payment on your accountsYou state that when you spoke to a representative that you advised that the payment would be made prior to the new due date of January 11, When speaking to customer service you requested to have the late fee waived. You are requesting the Bank stop calling you, remove the late fees, and report your account in good standing to the credit-agencies. Per your request, a "cease and desist" status has been placed on your accountThis cease and desist request will stop all future collection calls, but it will also suspend authorizations for new purchases on all of your accounts since we will be unable to contact youYou will continue to receive certain legal communications as permitted by lawYour request to cease and desist contact on your account may be changed at any time by contacting us again in writing at the below address: Comenity Bank P.OBox 182273 Columbus, OH 43218-2273 This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance. When an account is delinquent, we will make attempts to contact the customer regarding the status of the accountMany times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current statusDue to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successful. 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 AgreementAs a one-time courtesy, the late fee in the amount of $has been removed from both of the above-referenced accounts. As of today’s date the accounts have been reported as current to the credit agencies. I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Diamond L***
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*** *** *** ***
We received your complaint, submitted to the Revdex.com, regarding the above referenced ***As the bank that issues VICTORIA’S SECRET credit card ***s, werespond to all ***-related concernsYour complaint was forwarded to my attention forreview, and I
appreciate the opportunity to assist you.Your complaint states that you were called multiple times by the BankYou also state that youwere lied to by an associate, and that the late fees were to be refunded; however, you were onlygiven a $creditFurthermore, you state that you were enrolled into *** ***, anoptional debt cancellation program, without your authorization and cannot get this taken off ofyour ***; your emails about the program are not being responded toYou are requesting theBank refund the two late fees, and cancel the *** ***.After a thorough review of your ***, our records indicate that a minimum payment was notreceived for your due date on May 17, 2016, or on July 17, As such, the *** wasassessed a $late fee which reflected on the May statement, and a $late feewhich reflected on the July statement.On June 14, 2016, after making payment for $30.00, the Bank’s associate agreed to remove aportion of the late fee assessed for the missed May due dateAs such, the *** was issueda $creditWe have no record that the late fee charged on the August statement was to becredited.Please understand that if payment is not received, received after the due date, or received forless than the minimum due, the *** may be assessed a late fee, pursuant to the Bank’sCredit Card AgreementAdditionally, when an *** is delinquent, we will make attempts tocontact the customer regarding the status of the ***Many times a payment is overlookedby the customer, and a reminder call is helpful to bring the *** back to a current statusDueto potential negative ramifications for our customers if an *** remains delinquent, we maycall until our attempt to communicate is successful.In the interest of customer service, I issued credit of $to refund the additional amount of thelate fee which was charged to the *** in May; noted aboveWe are unwilling to credit anyfurther late fees from the ***.Please understand that Comenity Bank and *** ***, the third party vendor for ***, are separate entitiesWe reached out to AON, and they provided the telephone callwhich confirms that you authorized the enrollment into the *** *** program on March 13,Although the fees are valid, in the interest of customer service, we issued credits totaling$to refund the fees that were assessed to your ***Additionally, we issued credit totaling $to refund the finance charges associated with the *** *** feesOnOctober 10, 2016, the *** *** program was cancelled, per your request.Due to the credits, the VICTORIA’S SECRET *** has a credit balance of $A refundcheck for $has been issued in your name, and will be received under separate cover, in thenext 7-business days.We apologize for any inconvenience you have been caused, and we hope you find this informationhelpfulShould you have any further questions or concerns, please contact me at1.800.675.5685, ext*** (TDD/TTY 1.800.695.1788)I will be happy to assist you.Sincerely,Shawnda Y***Consumer Relations SpecialistCC: Revdex.com
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me I will accept your offer because I know you will not be willing to waive the whole feePoor customer servicePlease let me know the balance that is due so that I can get this paid off
Regards, *** ***
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 *** *** 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***
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 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 $1,This information has been reported to the credit-reporting agenciesGenerally, delinquent accounts will report for seven years from the date of first delinquencyYou may contact the Bank’s Recovery team at ###-###-#### (TDD/TTY ###-###-####) to discuss suitable payment options.In addition, you may request the Bank cease and desist contact on your accountThis written request would stop all future collection phone callsThis request can be changed at any time by contacting us again in writingIf you wish to have this status added to your account, please write the Bank at the address below:Comenity BankPO Box 182273Columbus, OH 43218-2273We hope this information is helpfulIf you have any further questions or concerns, please contact me at ###-###-####, ext*** (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely,Shawnda Y***
I attached documents showing *** * *** Jr is the account holder and I’m a authorized on the accountI understand the process of a disputePer the state law you must provide account information showing authorization was made for your bank to obtain a credit reportNo one agreedOnce again please provide information
Dear *** ***We received your complaint, submitted to theRevdex.com, regarding the above-referenced account. Comenity Bank issues The Buckle credit card accounts,and we are here to help answer account-related questions. I appreciate this opportunity to address
yourconcernsWe understand from your complaint that you wereadvised that the account was paid in full and that the late fees and financecharges would be waived due to not receiving a few statements. Additionally, you state you again spoke tothe Bank and were treated rudely and were advised that the account was not paidin full and the balance had increased. Yourequested this matter be escalated and resolved. We apologize for any frustration this matterhas caused you.Please find a summary of the account below:OnSeptember 17, 2014, two purchases posted to the account in the amount of$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*** *** ***
[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 *** *** 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***
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,
*** *** 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,
*** ***
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
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 Ms*** We received your 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 questions. Your complaint was forwarded to
my attention, and I appreciate the opportunity to assist you. We understand from your complaint that the above-noted account was opened in your name by a member of your household. You state that the account balance is incorrect, because there are a few returns that have not posted to the account; however, you will continue to pay for the merchandise that was not returned. Furthermore, you state that you are unable to make a payment for the amount of money that you were told to send by Bank representatives, due to your limited income; however, the Bank continues to charge you $each month You are requesting an itemized list to be mailed to you regarding the transactions applied to your account. We understand your concerns, and we sincerely apologize for any frustration or inconvenience. After a thorough investigation, our records indicate that the account was opened in your name and social security number on January 22, 2015. Please understand that the HSN credit card account is a regular revolving account with an annual percentage rate (APR) of 26.99% and a repayment percentage of 5%, which means that if there is a balance, a minimum payment is required each billing period. There is no grace period. The due date on your account is the 28th day of each month, and if the minimum payment amount is not received by that date, a late fee will be assessed to the account, pursuant to the Credit Card Agreement (CCA). For your review, we have enclosed copies of the monthly billing statements, which show the account activity that comprised the account balance, and a copy of the CCA. Should you need additional information regarding the transactions and/or returned merchandise, please contact HSN directly at ###-###-####. Comenity Capital Bank vigorously pursues any individual who is suspected of perpetration of a fraud. This may include contact with various local, state, and federal law enforcement agencies. For your convenience, we have enclosed a copy of an Identity Theft Victim’s Complaint and Affidavit from the Federal Trade Commission. If you would like to make a claim of fraud, please complete the affidavit in blue or black ink and return it to our Account Protection team at the following address. Comenity Capital Bank Account Protection Team PO Box Columbus, OH 43218-2686 A fraud investigation will begin once the affidavit is returned and processed. If we do not receive the completed document, we will assume that you do not wish to pursue this fraud claim and that you are accepting full responsibility for the account, the transactions, and the terms and conditions outlined in the CCA. Please be advised, once a fraud investigation has been opened, a letter will be sent to the address listed at the top of this letter with the case number. Investigations may take 60-days to be completed, at which time written notification will be sent. Lastly, if you are experiencing financial difficulties, we encourage you to contact a non-profit Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement, and could include all of your creditors. Comenity Capital Bank supports and participates in the programs provided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-#### Although there were no Bank errors, in the interest of customer service, we have issued a $credit to the account on July 24, 2015, for the previously assessed late fee. 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, Lauren S*** *** *** ***
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***
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!
*** ***
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** ***
Dear *** *** Comenity Bank has received your correspondence regarding the above-referenced accountComenity Bank issues the Catherines and Lane Bryant credit cardsWe are here to answer your questions and assist with your concerns. We received your complaint in regard
to the collection activity that has taken place on your above-referenced accountsWe understand that due to unforeseen circumstances you were unable to make the payment on your accountsYou state that when you spoke to a representative that you advised that the payment would be made prior to the new due date of January 11, When speaking to customer service you requested to have the late fee waived. You are requesting the Bank stop calling you, remove the late fees, and report your account in good standing to the credit-agencies. Per your request, a "cease and desist" status has been placed on your accountThis cease and desist request will stop all future collection calls, but it will also suspend authorizations for new purchases on all of your accounts since we will be unable to contact youYou will continue to receive certain legal communications as permitted by lawYour request to cease and desist contact on your account may be changed at any time by contacting us again in writing at the below address: Comenity Bank P.OBox 182273 Columbus, OH 43218-2273 This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance. When an account is delinquent, we will make attempts to contact the customer regarding the status of the accountMany times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current statusDue to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successful. 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 AgreementAs a one-time courtesy, the late fee in the amount of $has been removed from both of the above-referenced accounts. As of today’s date the accounts have been reported as current to the credit agencies. I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Diamond L***
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*** *** *** ***
We received your complaint, submitted to the Revdex.com, regarding the above referenced ***As the bank that issues VICTORIA’S SECRET credit card ***s, werespond to all ***-related concernsYour complaint was forwarded to my attention forreview, and I
appreciate the opportunity to assist you.Your complaint states that you were called multiple times by the BankYou also state that youwere lied to by an associate, and that the late fees were to be refunded; however, you were onlygiven a $creditFurthermore, you state that you were enrolled into *** ***, anoptional debt cancellation program, without your authorization and cannot get this taken off ofyour ***; your emails about the program are not being responded toYou are requesting theBank refund the two late fees, and cancel the *** ***.After a thorough review of your ***, our records indicate that a minimum payment was notreceived for your due date on May 17, 2016, or on July 17, As such, the *** wasassessed a $late fee which reflected on the May statement, and a $late feewhich reflected on the July statement.On June 14, 2016, after making payment for $30.00, the Bank’s associate agreed to remove aportion of the late fee assessed for the missed May due dateAs such, the *** was issueda $creditWe have no record that the late fee charged on the August statement was to becredited.Please understand that if payment is not received, received after the due date, or received forless than the minimum due, the *** may be assessed a late fee, pursuant to the Bank’sCredit Card AgreementAdditionally, when an *** is delinquent, we will make attempts tocontact the customer regarding the status of the ***Many times a payment is overlookedby the customer, and a reminder call is helpful to bring the *** back to a current statusDueto potential negative ramifications for our customers if an *** remains delinquent, we maycall until our attempt to communicate is successful.In the interest of customer service, I issued credit of $to refund the additional amount of thelate fee which was charged to the *** in May; noted aboveWe are unwilling to credit anyfurther late fees from the ***.Please understand that Comenity Bank and *** ***, the third party vendor for ***, are separate entitiesWe reached out to AON, and they provided the telephone callwhich confirms that you authorized the enrollment into the *** *** program on March 13,Although the fees are valid, in the interest of customer service, we issued credits totaling$to refund the fees that were assessed to your ***Additionally, we issued credit totaling $to refund the finance charges associated with the *** *** feesOnOctober 10, 2016, the *** *** program was cancelled, per your request.Due to the credits, the VICTORIA’S SECRET *** has a credit balance of $A refundcheck for $has been issued in your name, and will be received under separate cover, in thenext 7-business days.We apologize for any inconvenience you have been caused, and we hope you find this informationhelpfulShould you have any further questions or concerns, please contact me at1.800.675.5685, ext*** (TDD/TTY 1.800.695.1788)I will be happy to assist you.Sincerely,Shawnda Y***Consumer Relations SpecialistCC: Revdex.com
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me I will accept your offer because I know you will not be willing to waive the whole feePoor customer servicePlease let me know the balance that is due so that I can get this paid off
Regards, *** ***