Dear [redacted] We received a comptaint regarding the above-referenced accountComenity Capital Bankpreviously issued American Laser Skincare credit accounts, and we are here to help withaccount-related questionsThe complaint, addressed to the Revdex.com, wasforwarded to my attention, and appreciate the opportunity to respond to your concerns.We have reviewed your account, and our records indicate that we previously responded to acomplaint on April 14, 2015, regarding the same issueWe have enclosed a copy of ourprevious response for your recordsPlease be advised that our position remains unchanged.We apologize for any inconvenience this matter may have caused youShould you have anyadditional questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY) ##########)I would be happy to assist you.Sincerely, [redacted] ***Consumer Relations Specialist
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Pottery Barn credit cardWe are here to answer your questions and assist with your concernsWe understand from your correspondence that your Pottery Barn account was charged a late fee of $You contacted Pottery Barn, but did not receive assistanceYou sent payment, in advance, and are not sure why the late charge was added to your accountFurthermore, you would like to have the late fee refundedPlease note Comenity Bank and Pottery Barn are two separate entitiesThe Bank issues and is responsible for addressing questions related to your credit card accountPottery Barn is responsible for handling matters related to sales, merchandise processing, returns and shippingBank records indicate your payment due date is the sixth of every monthYour Pottery Barn account is a regular revolving account, which means that if there is a balance, a minimum payment is required each billing periodPlease keep in mind that when payments are not received, are made for less than the minimum required, or are received after the due date cut-off time, the account will be assessed a late fee, as explained in the Credit Card AgreementIn the interest of customer service, I have issued a $credit for the previously assessed late feeI hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, Rosa M [redacted]
Comenity Capital Bank received the complaint for [redacted] In order to properly research this complaint, we require additional time to complete our investigationWe would like a due date extension until 06/30/Please let me know if this extension date is not approvedThank you,
Dear [redacted] Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced accountComenity Bank issues the Meijer credit cardWe are here to answer your questions and assist with your concerns We understand your concerns regarding the credit limit and available credit on your accountYou are requesting to have the credit limit increased to $2,100.00, as you were led to believeWe sincerely apologize for any frustration or inconvenience this matter may have caused you Please be assured, we have reviewed all applicable phone calls, and any coaching opportunities have been addressed Our records indicate on May 22, 2017, you requested a credit limit increase through the Bank’s Account CenterA response was sent on May 23, 2017, advising that because the credit limit on the account was recently increased, your account is not eligible for an additional credit increase at this timeWe have enclosed a copy of our response for your review The account is automatically reviewed for credit limit increasesAny changes in the credit limit will be reflected on your monthly billing statement I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Jon S*** Compliance Dept– Consumer Responses cc: Revdex.com Enclosure
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meComenity should have process the dispute the first time I sent it instead of denying it the first time Regards, [redacted]
Dear [redacted] :Thank you for the recent complaint, addressed to Revdex.comComenity Capital Bank issue multiple retailer credit card accounts, and we respond to account-related inquiriesYour complaint, sent on behalf of [redacted] , was forwarded to my attention, and I appreciate this opportunity to assist you.In your complaint you state that your mother, [redacted] , should have a zero balanceI understand your concerns and I apologize for any frustration this may have caused you.After reviewing Ms [redacted] ’s account, our records show that the account is in the name of [redacted] and we do not have permission to speak to anyone else regarding her accountAs you are not the accountholder, please be advised that in order to respond to you directly regarding Ms [redacted] ’s account, we would need her permission to disclose account information to you.Ms [redacted] may contact our Customer Care department at ###-###-#### to have her account noted that we are able to speak to you regarding her account.Additionally, we have sent a direct response to Ms [redacted] regarding the account details.We apologize for any inconvenience this matter may have caused youShould you have any additional questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Jenny W [redacted]
Dear Ms [redacted] We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveAs the bank that issues dots credit card accounts, Comenity Bank is here tohelp with your account-related concernsI appreciate the opportunity to assist you.We understand from your complaint that in November or December you were contacted by theBank and were offered a payment plan to pay $a month to bring your account current onthe fourth month, at which time you would go back to your monthly paymentYou statethat you were not informed by the representative that although you were making payments perthe arrangement, your account would continue to be charged late feesWe further understandthat you are requesting to have the late fee amount of $credited to your accountWeapologize for the frustration you may have experienced as a result of this situation.Please be advised that we have reviewed the conversation regarding the payment arrangement,and we are happy to explain our findings.On October 23, 2015, you were contacted by the Bank in an attempt to collect on the above-referencedaccountYou were advised that the account balance at the time was $901.31, with aminimum due of $143.00, and a past due amount of $You advised the representativethat you had decreased your hours at work and would not be able to pay the past due amount onthe account, and requested a payment arrangement.The representative you spoke to advised that you could pay the amount of $for threemonths, and your account would resume to the minimum amount due and your account wouldbecome currentYou opted to sign up for the payment arrangement and scheduled the paymentsof $with your personal account informationThe payment dates that you agreed to werefor the 27th of October, November, and December.After setting up the arrangement, you asked if a late fee would be added to the account, as youwere making the arrangementsThe representative advised that there would be another late feeadded except for the last month of the plan, as the account would become currentYou werealso advised that after the third payment your account would report current to the national credit-reportingagencies.In the interest of customer service, a late fee credit was issued on March 25, 2016, in the amountof $35.00.After a review of the dots account, your balance as of April 22, 2016, is $1,The accountis currently three billing cycles past dueShould the account exceed six consecutive billing cyclespast due, the account will be written-off as an unpaid debt, and reported as such to the nationalcredit-reporting agencies.We value you as a customer, and hope you find this information to be helpfulIf you have anyfurther questions, please contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)will be happy to assist you.Sincerely,Diamond L***
Dear Mr [redacted] We received your complaint, addressed to the Revdex.com, regarding the above-referencedcredit accountComenity Capital Bank issues HealthiPland credit accounts, and we are here to assistyou with all account-related questionsI appreciate the opportunity to respond to your concerns.We understand from your complaint that you purchased a set of hearing aids from Miracle Ear with a 30-day money back guaranteeYou state that you returned the hearing aids on the 28th day of the trialperiod, and at that time, you received a refund sheet with a serial number for the returnWe furtherunderstand that the returned credit has not been applied to your HeaYhiPlan@ credit accountYou wouldlike the credit to be applied to the account with no delinquencies reporled to the credit bureaus.Please note that Comenity Capital Bank and Miracle Ear are two separate entitiesThe Bank isresponsible for addressing questions related to the credit card account, while Miracle Ear is responsiblefor handling matters related to sales, merchandise processing, and returns.On your behalf, we contacted Miracle Ear, and their records indicate that a credit, in the amount of$3,930.00, was issued to the above-noted account on January 18, 2016, for the returned merchandise.Please note, as outlined in the Purchase Agreement, under the section titled 30-Day Money Back TrialPeriod, it states in the event of any cancellation and/or return, the merchant will retain a sum equal to15% of the invoiced purchase priceAccording to Miracle Ear, this fee of $is based on the lastpair of hearing aids purchasedEnclosed, please find a copy of the Purchase Agreement, and PurchaseSummary, for your review.Although there were no billing errors on behalf of the Bank, we have issued credits totaling $forthe previoGsly assessed finance charges and late feesAs of the date of this letter, the account balanceis $480.00.Comenity Capital Bank reports the same information to each of the national credit-reporting agenciesArecent review of the information reporting in regard to your HealthiPlanQ account did indicate adiscrepancyPlease be assured that the credit-reporting agencies have been notified of the changes thatneed to be madePlease allow days for the agencies to update their records.We hope you have found this information helphhIf you have any further questions, please contact me at###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely, Diamond L***
In my initial request/response I advised that Comenity Bank had violated the Fair Debt Collection Practices Act (FDCPA) by being harassing in their attempts to contact and after I have spoken with them once I continue to receive additional calls in which there was several days that I had spoken to different people in one day because they continue to callI was disputing balances owed, what I am requesting because of the banks practice in their collection effort they have violated laws on multiple occasionsI am trying to resolve this issue in the least expensive manor for the bank but if I take this further and to an attorney, Comenity Bank will have to pay per violation, and from my records it is Just by closing the account is not resolving the issue and it is actually making it worse, because you closed it with a balance due which will affect my credit substantiallyAgain I am requesting to close it with a balance due in good standing or credit the balance or I will go further with my documentation and proof of the numerous calls received and the calls in which I had spoken with several reps who repeatedly called me after I had spoken with some once and did not request a call backAlso I am quite aware that you can pull all call records that was made to my contact #'s and see for yourself that violations your reps have made Regards* [redacted] ***
Comenity Bank received the complaint for [redacted] In order to properly research this complaint, we require additional time to complete our investigationWe would like a due date extension until 07/03/Please let me know if this extension date is not approvedThank you,
Dear Ms [redacted] 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 opened an account on May 6, 2015, in a retail Avenue store You also state that when you made the purchase on that day you paid cash for the purchase Additionally, you state that you disputed the charge for this purchase on your credit card and were advised to send in the receipt for this purchase to further investigate this matter You are requesting the charge be removed from your account due to you no longer having the receipt for this payment I am happy to share my findingsBank records indicate that we responded to this complaint on August 26, Enclosed is a copy of the previous letter for your reviewPlease be advised that Comenity Bank and Avenue are two separate entities The Bank is responsible for addressing questions related to your credit card while the Retailer, Avenue, is responsible for the handling of matters related to sales, merchandise processing, returns and shippingAfter a review of the account I found that the account was opened on May 4, 2015, at the Avenue store located at [redacted] *** At that time a purchase, in the amount of $42.00, was placed on the Avenue credit card As no payments were received by the Bank, late fees and finance charges have been assessed to the accountAs of the date of this letter, the account balance is $with a minimum payment of $due on November 13, 2015, and the account is five billings cycles past due If the account exceeds six billing cycles past due, the account may be closed, written off and reported to the credit-reporting agencies as an unpaid debt This information could remain on your credit report for up to seven yearsIf you choose to set up suitable payment arrangements, please contact our Payment Solutions Team at ###-###-#### If you have been able to obtain a copy of the receipt, you may fax it to my attention at ###-###-#### and I will investigate furtherWe value you as a customer, and we sincerely apologize for any frustration or inconvenience this matter has caused you If you have any further questions regarding this letter, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist youSincerely, Renee S [redacted]
Dear [redacted] ***:Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions andassist with your concerns.We understand that you were unaware of a balance in January and you did not receive your billingstatement so your payment was not madeWhen you checked your credit report, there is a daydelinquency reported, and you would like to have it deletedYou contacted Victoria’s Secret and explainedthe situation and you received a letter that was not correctWhen you attempted to get a replacement letteryou were told no, as the delinquency could not be deleted.After a review of your account, we find the Bank submitted a request to the credit reporting agencies tohave the delinquency removed from your credit report on April 28, 2017.Please allow days for this information to be updated in their records.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Diamond L***Compliance Dept– Consumer Responsescc: Better Business Burea
April 26, 2017Jesus PerezNash StreetRiverside, CA 92501-1409RE: Victoria’s Secret Angel Credit Card Account Ending In 4683Wayfair Card Credit Card Account Ending In 2804Revdex.com Complaint ID #12110309Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret Angel and Wayfair Card credit card accountsWe are here to answer your questions and assist with your concerns.We previously responded to your correspondence submitted to the Revdex.com regarding this matterAs previously stated, the Bank is unable to reopen the accounts based on the information provided, as such, you would need to reapplyPlease find enclosed a copy of our response sent to you on April 20, 2017.I hope you found this information to be helpfulShould you have any additional questions or concerns about the investigation, please contact our Account Protection Team at ###-###-####.Sincerely,Jenny W***____________________________________________________________________________...⇄ 21, [redacted] ***Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountsComenity Bank issues the Victoria’s Secret Angel and Wayfair Card credit cardaccountsWe are here to answer your questions and assist with your concerns.We understand from your correspondence that you applied for a Victoria’s Secret Angel and aWayfair Card account and you were approvedHowever, you later received a letter from the Bankasking for documentation, which you sentAfter receipt of your documentation, your accountswere closed, and you were advised the accounts could not be reopenedYou are requesting thatthe accounts be reopenedWe understand your concerns and apologize for any frustration orinconvenience this matter may have caused you.Bank records indicate that based on the information you provided, the accounts were permanentlyclosedWe regret that we are unable to reopen your accounts; however, you may reapply.I hope you found this information to be helpfulShould you have any additional questions orconcerns about the accounts, please contact our Account Protection Team at ###-###-####.Sincerely,Jenny W***
Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Westgate Rewards MasterCard accountWe are here to answer your questions and assist with your concerns We understand from your additional complaint that you were not aware of Comenity Bank financing the Westgate Rewards MasterCardYou state that it was not after two weeks when you attempted to cancel it, that you started receiving bills from the BankYou state the amount owed is the accumulated monthly fee Westgate planned to have charged if you agreed to the contract, however; due to sending all the documents back and never using the benefit of the contract, you have no obligation to pay the Bank Additionally, you disagree that the account is being reported correctly to the credit reporting agencies because you do not owe the debt on the accountAlso, you state that you left a voicemail at the number provided on the previous correspondence and you were not contactedYou feel the Bank is making it difficult to close this case, therefore; you request compensation and the account removed from your credit reportI am happy to share my findings Please be assured I returned your voicemail on April 13, 2017, and left my name and numberThere was no returned voicemail left As stated in the previous correspondence, Westgate and Comenity Bank are two separate entitiesThe Bank issues and is responsible for addressing questions related to your credit card accountWestgate is responsible for handling matters related to sales, merchandise processing, returns and shipping I have enclosed a copy of the timeline received from Westgate regarding this matter The account is seven billings past due, with an outstanding balance of $4,and a minimum payment of $due by May 20, The account wrote off on April 25, Please contact our Recovery department at ###-###-#### to set up suitable payment arrangements We have verified we are reporting the account correctly to the credit reporting agencies as we are required by law We again respectfully decline your request for compensation I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, KaiM [redacted] Compliance Dept– Consumer Responses cc: Revdex.com Enclosure
Dear Ms [redacted] We received your complaint, addressed to the Revdex.com, regarding the accountsreferenced aboveComenity Bank issues the above-referenced credit card accounts, and weare here to assist you with all account-related questions or concernsI appreciate theopportunity to respond to your concerns.We understand from your complaint that you placed an order online and redeemed rewardcertificates, but the website went down before your order was completedYou called thecatalog's customer service department and they confirmed that the order never went through.but the rewards that were entered in this order are showing that they were redeemedYou wereadvised to contact Comenity Bank to look into the problemYou would likeyour rewardsreissued, so you can use them.After researching the account, we have issued point credits that will result in the issuance ofrewards certificates as shown belowPlease be advised, these certificates will be available inthe next 4-weeks$in rewards on the ByrlaneHometD account- $in rewards on the Woman Withinn account $in rewards on the Full Beauty account.I hope that this information is helpfulShould you have any further questions regarding youraccounts, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I willbe happy to assist youSincerely, [redacted] ***Consumer Relations Specialist
Dear Mr [redacted] Thank you for your complaint, addressed to the Revdex.com, regarding the above-noted accountComenity Bank issues Meijer accounts and we respond to all account-related questionsYour complaint was forwarded to my attention, and I appreciate this opportunity to assist youYour complaint indicates that while checking your credit score you noticed that a credit card had been open fraudulently, you further state that you contacted [redacted] and they verified that the application was approved and that you did not owe anythingYou are requesting an investigation be conductedBank records indicate the Meijer credit card was opened on November 29, 2015, in the name of [redacted] Additionally, we show a letter was mailed to you by our Frau department on April 26, 2016, however, this letter was mailed to the incorrect addressI have enclosed a copy of the Fraud AffidavitPlease fill it out, and return it as soon as possible so that we can initiate an investigationAdditionally, Comenity Bank has no business affiliation with [redacted] I hope this information is helpfulShould you have any other questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist youSincerely, Rosa M [redacted]
Dear Ms [redacted] We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Bank issues Woman Within@ credit card accounts, and we arehere to assist you with all account-related questions or concernsI appreciate the opportunity torespond to your concerns.We understand from your complaint that you are receiving phone calls and letters fromComenity Bank regarding an amount due, and you would like these communications to stop.You state that you sent in proof of payment, but we continue to advise you that we neverreceived that payment.Regarding the phone calls you are receiving, please understand that when the Bank's recordsshow an account as delinquent, the Bank will make attempts to contact you regard~ngth e statusof the accountMany times a payment is overlooked by the customer, and a reminder call ishelpful to bring the account back to a current statusDue to potential negative ramifications forour customers if an account remains delinquentComenity Bank may call you until our attemptto communicate is successful.The telephone numbers ending in ***, and ***, were shown as possible numbers to contactyou, in an attempt to resolve the balance on your Woman Within@ credit card accountPer yourrequest, we have updated the telephone numbers on the account to ensure that you are nolonger receiving telephone calls from Comenity Bank regarding your Woman Within@ credit cardaccountHowever, the Bank may contact you by mail, or service of court filing, which would bein compliance with state and federal lawWe can assure you that Comenity Bank follows alllocal, state, and federal laws.Please be advised that the Woman Within@ account was opened on December 27, Thelast purchase of $was made on December 26, 2014, and the last payment of $wasreceived on July 14, The account balance, as of the date of this letter, is $396.45.Also, upon reviewing your proof of payment, it indicates you processed a payment for $380.65on April 9, Please be advised, this payment was made through a website calledChargesmart.com, which is a third party payment websiteThis payment was not made throughour online Account CenterPlease be assured, we have researched the information youprovided; however, you would need to contact Chargesmart.com about this payment, as we areunable to locate this payment in our systemChargesmart.com should be able to trace thepayment and provide us with the electronic transmittal information.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Amanda R**
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Lane Bryant credit card accountWe are here to answer your questions andassist with your concerns.In your correspondence you state you received a letter from Account Assure stating your plan was goingto be canceled since no payment had been madeYou contacted Account Assure to see if they would beable to assist you with making paymentsYou were advised, since you were on disability prior to enrollingin Account Assure, you were not eligible for their benefitsYou state you asked for a refund and wereadvised it could take up to two weeks for a decision to be madeYou would like to be refunded your moneysince you are not able to use the benefit.Please be advised, [redacted] is the third party administrator for Account AssureWe reached outto [redacted] , on your behalf, and would like to share our findings.You were enrolled in Account Assure on October 9, 2014, and your enrollment was cancelled due todelinquency on December 7, Since you have been disabled since 2011, you would not be eligible fora Disability benefit due to the date of loss being outside the protection period.Since you were not eligible for the benefits, we are able to refund all the Account Assure fees that havebeen assessed on your accountOn December 18, 2017, a credit of $was issued for the most recentlyassessed feeAn additional credit of $for the remaining Account Assure fees has been issued andwill appear on your next billing statement.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel freeto contact me at [redacted] Sincerely,Alyson FCompliance Dept– Consumer Responses
Dear [redacted] We received a comptaint regarding the above-referenced accountComenity Capital Bankpreviously issued American Laser Skincare credit accounts, and we are here to help withaccount-related questionsThe complaint, addressed to the Revdex.com, wasforwarded to my attention, and appreciate the opportunity to respond to your concerns.We have reviewed your account, and our records indicate that we previously responded to acomplaint on April 14, 2015, regarding the same issueWe have enclosed a copy of ourprevious response for your recordsPlease be advised that our position remains unchanged.We apologize for any inconvenience this matter may have caused youShould you have anyadditional questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY) ##########)I would be happy to assist you.Sincerely, [redacted] ***Consumer Relations Specialist
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Pottery Barn credit cardWe are here to answer your questions and assist with your concernsWe understand from your correspondence that your Pottery Barn account was charged a late fee of $You contacted Pottery Barn, but did not receive assistanceYou sent payment, in advance, and are not sure why the late charge was added to your accountFurthermore, you would like to have the late fee refundedPlease note Comenity Bank and Pottery Barn are two separate entitiesThe Bank issues and is responsible for addressing questions related to your credit card accountPottery Barn is responsible for handling matters related to sales, merchandise processing, returns and shippingBank records indicate your payment due date is the sixth of every monthYour Pottery Barn account is a regular revolving account, which means that if there is a balance, a minimum payment is required each billing periodPlease keep in mind that when payments are not received, are made for less than the minimum required, or are received after the due date cut-off time, the account will be assessed a late fee, as explained in the Credit Card AgreementIn the interest of customer service, I have issued a $credit for the previously assessed late feeI hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, Rosa M [redacted]
Comenity Capital Bank received the complaint for [redacted] In order to properly research this complaint, we require additional time to complete our investigationWe would like a due date extension until 06/30/Please let me know if this extension date is not approvedThank you,
Dear [redacted] Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced accountComenity Bank issues the Meijer credit cardWe are here to answer your questions and assist with your concerns We understand your concerns regarding the credit limit and available credit on your accountYou are requesting to have the credit limit increased to $2,100.00, as you were led to believeWe sincerely apologize for any frustration or inconvenience this matter may have caused you Please be assured, we have reviewed all applicable phone calls, and any coaching opportunities have been addressed Our records indicate on May 22, 2017, you requested a credit limit increase through the Bank’s Account CenterA response was sent on May 23, 2017, advising that because the credit limit on the account was recently increased, your account is not eligible for an additional credit increase at this timeWe have enclosed a copy of our response for your review The account is automatically reviewed for credit limit increasesAny changes in the credit limit will be reflected on your monthly billing statement I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Jon S*** Compliance Dept– Consumer Responses cc: Revdex.com Enclosure
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meComenity should have process the dispute the first time I sent it instead of denying it the first time Regards, [redacted]
response
Dear [redacted] :Thank you for the recent complaint, addressed to Revdex.comComenity Capital Bank issue multiple retailer credit card accounts, and we respond to account-related inquiriesYour complaint, sent on behalf of [redacted] , was forwarded to my attention, and I appreciate this opportunity to assist you.In your complaint you state that your mother, [redacted] , should have a zero balanceI understand your concerns and I apologize for any frustration this may have caused you.After reviewing Ms [redacted] ’s account, our records show that the account is in the name of [redacted] and we do not have permission to speak to anyone else regarding her accountAs you are not the accountholder, please be advised that in order to respond to you directly regarding Ms [redacted] ’s account, we would need her permission to disclose account information to you.Ms [redacted] may contact our Customer Care department at ###-###-#### to have her account noted that we are able to speak to you regarding her account.Additionally, we have sent a direct response to Ms [redacted] regarding the account details.We apologize for any inconvenience this matter may have caused youShould you have any additional questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Jenny W [redacted]
Dear Ms [redacted] We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveAs the bank that issues dots credit card accounts, Comenity Bank is here tohelp with your account-related concernsI appreciate the opportunity to assist you.We understand from your complaint that in November or December you were contacted by theBank and were offered a payment plan to pay $a month to bring your account current onthe fourth month, at which time you would go back to your monthly paymentYou statethat you were not informed by the representative that although you were making payments perthe arrangement, your account would continue to be charged late feesWe further understandthat you are requesting to have the late fee amount of $credited to your accountWeapologize for the frustration you may have experienced as a result of this situation.Please be advised that we have reviewed the conversation regarding the payment arrangement,and we are happy to explain our findings.On October 23, 2015, you were contacted by the Bank in an attempt to collect on the above-referencedaccountYou were advised that the account balance at the time was $901.31, with aminimum due of $143.00, and a past due amount of $You advised the representativethat you had decreased your hours at work and would not be able to pay the past due amount onthe account, and requested a payment arrangement.The representative you spoke to advised that you could pay the amount of $for threemonths, and your account would resume to the minimum amount due and your account wouldbecome currentYou opted to sign up for the payment arrangement and scheduled the paymentsof $with your personal account informationThe payment dates that you agreed to werefor the 27th of October, November, and December.After setting up the arrangement, you asked if a late fee would be added to the account, as youwere making the arrangementsThe representative advised that there would be another late feeadded except for the last month of the plan, as the account would become currentYou werealso advised that after the third payment your account would report current to the national credit-reportingagencies.In the interest of customer service, a late fee credit was issued on March 25, 2016, in the amountof $35.00.After a review of the dots account, your balance as of April 22, 2016, is $1,The accountis currently three billing cycles past dueShould the account exceed six consecutive billing cyclespast due, the account will be written-off as an unpaid debt, and reported as such to the nationalcredit-reporting agencies.We value you as a customer, and hope you find this information to be helpfulIf you have anyfurther questions, please contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)will be happy to assist you.Sincerely,Diamond L***
Dear Mr [redacted] We received your complaint, addressed to the Revdex.com, regarding the above-referencedcredit accountComenity Capital Bank issues HealthiPland credit accounts, and we are here to assistyou with all account-related questionsI appreciate the opportunity to respond to your concerns.We understand from your complaint that you purchased a set of hearing aids from Miracle Ear with a 30-day money back guaranteeYou state that you returned the hearing aids on the 28th day of the trialperiod, and at that time, you received a refund sheet with a serial number for the returnWe furtherunderstand that the returned credit has not been applied to your HeaYhiPlan@ credit accountYou wouldlike the credit to be applied to the account with no delinquencies reporled to the credit bureaus.Please note that Comenity Capital Bank and Miracle Ear are two separate entitiesThe Bank isresponsible for addressing questions related to the credit card account, while Miracle Ear is responsiblefor handling matters related to sales, merchandise processing, and returns.On your behalf, we contacted Miracle Ear, and their records indicate that a credit, in the amount of$3,930.00, was issued to the above-noted account on January 18, 2016, for the returned merchandise.Please note, as outlined in the Purchase Agreement, under the section titled 30-Day Money Back TrialPeriod, it states in the event of any cancellation and/or return, the merchant will retain a sum equal to15% of the invoiced purchase priceAccording to Miracle Ear, this fee of $is based on the lastpair of hearing aids purchasedEnclosed, please find a copy of the Purchase Agreement, and PurchaseSummary, for your review.Although there were no billing errors on behalf of the Bank, we have issued credits totaling $forthe previoGsly assessed finance charges and late feesAs of the date of this letter, the account balanceis $480.00.Comenity Capital Bank reports the same information to each of the national credit-reporting agenciesArecent review of the information reporting in regard to your HealthiPlanQ account did indicate adiscrepancyPlease be assured that the credit-reporting agencies have been notified of the changes thatneed to be madePlease allow days for the agencies to update their records.We hope you have found this information helphhIf you have any further questions, please contact me at###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely, Diamond L***
In my initial request/response I advised that Comenity Bank had violated the Fair Debt Collection Practices Act (FDCPA) by being harassing in their attempts to contact and after I have spoken with them once I continue to receive additional calls in which there was several days that I had spoken to different people in one day because they continue to callI was disputing balances owed, what I am requesting because of the banks practice in their collection effort they have violated laws on multiple occasionsI am trying to resolve this issue in the least expensive manor for the bank but if I take this further and to an attorney, Comenity Bank will have to pay per violation, and from my records it is Just by closing the account is not resolving the issue and it is actually making it worse, because you closed it with a balance due which will affect my credit substantiallyAgain I am requesting to close it with a balance due in good standing or credit the balance or I will go further with my documentation and proof of the numerous calls received and the calls in which I had spoken with several reps who repeatedly called me after I had spoken with some once and did not request a call backAlso I am quite aware that you can pull all call records that was made to my contact #'s and see for yourself that violations your reps have made Regards* [redacted] ***
Comenity Bank received the complaint for [redacted] In order to properly research this complaint, we require additional time to complete our investigationWe would like a due date extension until 07/03/Please let me know if this extension date is not approvedThank you,
Dear Ms [redacted] 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 opened an account on May 6, 2015, in a retail Avenue store You also state that when you made the purchase on that day you paid cash for the purchase Additionally, you state that you disputed the charge for this purchase on your credit card and were advised to send in the receipt for this purchase to further investigate this matter You are requesting the charge be removed from your account due to you no longer having the receipt for this payment I am happy to share my findingsBank records indicate that we responded to this complaint on August 26, Enclosed is a copy of the previous letter for your reviewPlease be advised that Comenity Bank and Avenue are two separate entities The Bank is responsible for addressing questions related to your credit card while the Retailer, Avenue, is responsible for the handling of matters related to sales, merchandise processing, returns and shippingAfter a review of the account I found that the account was opened on May 4, 2015, at the Avenue store located at [redacted] *** At that time a purchase, in the amount of $42.00, was placed on the Avenue credit card As no payments were received by the Bank, late fees and finance charges have been assessed to the accountAs of the date of this letter, the account balance is $with a minimum payment of $due on November 13, 2015, and the account is five billings cycles past due If the account exceeds six billing cycles past due, the account may be closed, written off and reported to the credit-reporting agencies as an unpaid debt This information could remain on your credit report for up to seven yearsIf you choose to set up suitable payment arrangements, please contact our Payment Solutions Team at ###-###-#### If you have been able to obtain a copy of the receipt, you may fax it to my attention at ###-###-#### and I will investigate furtherWe value you as a customer, and we sincerely apologize for any frustration or inconvenience this matter has caused you If you have any further questions regarding this letter, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist youSincerely, Renee S [redacted]
Dear [redacted] ***:Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions andassist with your concerns.We understand that you were unaware of a balance in January and you did not receive your billingstatement so your payment was not madeWhen you checked your credit report, there is a daydelinquency reported, and you would like to have it deletedYou contacted Victoria’s Secret and explainedthe situation and you received a letter that was not correctWhen you attempted to get a replacement letteryou were told no, as the delinquency could not be deleted.After a review of your account, we find the Bank submitted a request to the credit reporting agencies tohave the delinquency removed from your credit report on April 28, 2017.Please allow days for this information to be updated in their records.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Diamond L***Compliance Dept– Consumer Responsescc: Better Business Burea
April 26, 2017Jesus PerezNash StreetRiverside, CA 92501-1409RE: Victoria’s Secret Angel Credit Card Account Ending In 4683Wayfair Card Credit Card Account Ending In 2804Revdex.com Complaint ID #12110309Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret Angel and Wayfair Card credit card accountsWe are here to answer your questions and assist with your concerns.We previously responded to your correspondence submitted to the Revdex.com regarding this matterAs previously stated, the Bank is unable to reopen the accounts based on the information provided, as such, you would need to reapplyPlease find enclosed a copy of our response sent to you on April 20, 2017.I hope you found this information to be helpfulShould you have any additional questions or concerns about the investigation, please contact our Account Protection Team at ###-###-####.Sincerely,Jenny W***____________________________________________________________________________...⇄ 21, [redacted] ***Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountsComenity Bank issues the Victoria’s Secret Angel and Wayfair Card credit cardaccountsWe are here to answer your questions and assist with your concerns.We understand from your correspondence that you applied for a Victoria’s Secret Angel and aWayfair Card account and you were approvedHowever, you later received a letter from the Bankasking for documentation, which you sentAfter receipt of your documentation, your accountswere closed, and you were advised the accounts could not be reopenedYou are requesting thatthe accounts be reopenedWe understand your concerns and apologize for any frustration orinconvenience this matter may have caused you.Bank records indicate that based on the information you provided, the accounts were permanentlyclosedWe regret that we are unable to reopen your accounts; however, you may reapply.I hope you found this information to be helpfulShould you have any additional questions orconcerns about the accounts, please contact our Account Protection Team at ###-###-####.Sincerely,Jenny W***
Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the Westgate Rewards MasterCard accountWe are here to answer your questions and assist with your concerns We understand from your additional complaint that you were not aware of Comenity Bank financing the Westgate Rewards MasterCardYou state that it was not after two weeks when you attempted to cancel it, that you started receiving bills from the BankYou state the amount owed is the accumulated monthly fee Westgate planned to have charged if you agreed to the contract, however; due to sending all the documents back and never using the benefit of the contract, you have no obligation to pay the Bank Additionally, you disagree that the account is being reported correctly to the credit reporting agencies because you do not owe the debt on the accountAlso, you state that you left a voicemail at the number provided on the previous correspondence and you were not contactedYou feel the Bank is making it difficult to close this case, therefore; you request compensation and the account removed from your credit reportI am happy to share my findings Please be assured I returned your voicemail on April 13, 2017, and left my name and numberThere was no returned voicemail left As stated in the previous correspondence, Westgate and Comenity Bank are two separate entitiesThe Bank issues and is responsible for addressing questions related to your credit card accountWestgate is responsible for handling matters related to sales, merchandise processing, returns and shipping I have enclosed a copy of the timeline received from Westgate regarding this matter The account is seven billings past due, with an outstanding balance of $4,and a minimum payment of $due by May 20, The account wrote off on April 25, Please contact our Recovery department at ###-###-#### to set up suitable payment arrangements We have verified we are reporting the account correctly to the credit reporting agencies as we are required by law We again respectfully decline your request for compensation I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, KaiM [redacted] Compliance Dept– Consumer Responses cc: Revdex.com Enclosure
Dear Ms [redacted] We received your complaint, addressed to the Revdex.com, regarding the accountsreferenced aboveComenity Bank issues the above-referenced credit card accounts, and weare here to assist you with all account-related questions or concernsI appreciate theopportunity to respond to your concerns.We understand from your complaint that you placed an order online and redeemed rewardcertificates, but the website went down before your order was completedYou called thecatalog's customer service department and they confirmed that the order never went through.but the rewards that were entered in this order are showing that they were redeemedYou wereadvised to contact Comenity Bank to look into the problemYou would likeyour rewardsreissued, so you can use them.After researching the account, we have issued point credits that will result in the issuance ofrewards certificates as shown belowPlease be advised, these certificates will be available inthe next 4-weeks$in rewards on the ByrlaneHometD account- $in rewards on the Woman Withinn account $in rewards on the Full Beauty account.I hope that this information is helpfulShould you have any further questions regarding youraccounts, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I willbe happy to assist youSincerely, [redacted] ***Consumer Relations Specialist
Dear Mr [redacted] Thank you for your complaint, addressed to the Revdex.com, regarding the above-noted accountComenity Bank issues Meijer accounts and we respond to all account-related questionsYour complaint was forwarded to my attention, and I appreciate this opportunity to assist youYour complaint indicates that while checking your credit score you noticed that a credit card had been open fraudulently, you further state that you contacted [redacted] and they verified that the application was approved and that you did not owe anythingYou are requesting an investigation be conductedBank records indicate the Meijer credit card was opened on November 29, 2015, in the name of [redacted] Additionally, we show a letter was mailed to you by our Frau department on April 26, 2016, however, this letter was mailed to the incorrect addressI have enclosed a copy of the Fraud AffidavitPlease fill it out, and return it as soon as possible so that we can initiate an investigationAdditionally, Comenity Bank has no business affiliation with [redacted] I hope this information is helpfulShould you have any other questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist youSincerely, Rosa M [redacted]
Dear Ms [redacted] We received your complaint, addressed to the Revdex.com, regarding the accountreferenced aboveComenity Bank issues Woman Within@ credit card accounts, and we arehere to assist you with all account-related questions or concernsI appreciate the opportunity torespond to your concerns.We understand from your complaint that you are receiving phone calls and letters fromComenity Bank regarding an amount due, and you would like these communications to stop.You state that you sent in proof of payment, but we continue to advise you that we neverreceived that payment.Regarding the phone calls you are receiving, please understand that when the Bank's recordsshow an account as delinquent, the Bank will make attempts to contact you regard~ngth e statusof the accountMany times a payment is overlooked by the customer, and a reminder call ishelpful to bring the account back to a current statusDue to potential negative ramifications forour customers if an account remains delinquentComenity Bank may call you until our attemptto communicate is successful.The telephone numbers ending in ***, and ***, were shown as possible numbers to contactyou, in an attempt to resolve the balance on your Woman Within@ credit card accountPer yourrequest, we have updated the telephone numbers on the account to ensure that you are nolonger receiving telephone calls from Comenity Bank regarding your Woman Within@ credit cardaccountHowever, the Bank may contact you by mail, or service of court filing, which would bein compliance with state and federal lawWe can assure you that Comenity Bank follows alllocal, state, and federal laws.Please be advised that the Woman Within@ account was opened on December 27, Thelast purchase of $was made on December 26, 2014, and the last payment of $wasreceived on July 14, The account balance, as of the date of this letter, is $396.45.Also, upon reviewing your proof of payment, it indicates you processed a payment for $380.65on April 9, Please be advised, this payment was made through a website calledChargesmart.com, which is a third party payment websiteThis payment was not made throughour online Account CenterPlease be assured, we have researched the information youprovided; however, you would need to contact Chargesmart.com about this payment, as we areunable to locate this payment in our systemChargesmart.com should be able to trace thepayment and provide us with the electronic transmittal information.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Amanda R**
I did receive notice on this matter and am satisfied with the changes and corrections to my account[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Lane Bryant credit card accountWe are here to answer your questions andassist with your concerns.In your correspondence you state you received a letter from Account Assure stating your plan was goingto be canceled since no payment had been madeYou contacted Account Assure to see if they would beable to assist you with making paymentsYou were advised, since you were on disability prior to enrollingin Account Assure, you were not eligible for their benefitsYou state you asked for a refund and wereadvised it could take up to two weeks for a decision to be madeYou would like to be refunded your moneysince you are not able to use the benefit.Please be advised, [redacted] is the third party administrator for Account AssureWe reached outto [redacted] , on your behalf, and would like to share our findings.You were enrolled in Account Assure on October 9, 2014, and your enrollment was cancelled due todelinquency on December 7, Since you have been disabled since 2011, you would not be eligible fora Disability benefit due to the date of loss being outside the protection period.Since you were not eligible for the benefits, we are able to refund all the Account Assure fees that havebeen assessed on your accountOn December 18, 2017, a credit of $was issued for the most recentlyassessed feeAn additional credit of $for the remaining Account Assure fees has been issued andwill appear on your next billing statement.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel freeto contact me at [redacted] Sincerely,Alyson F
Compliance Dept– Consumer Responses