I am satisfied with the response of the merchant with the Victoria Secret card I am rejecting the response of The Limited cardI believe the representative I spoke, when I request for the cards of Victoria Secret and The Limited be closed, led me to believe that the store The Limited had already been closedIf the store is closed, my daughter cannot used her cardWhen I found out that there was charges made on the Limited card, I called again and have it closedThe reason there was a delay in closing the account. Furthermore, there was deception on the part of the merchant representative, who did not give me the correct informationI paid charges for this account including a late payments, in the past coincide with Victoria Secret cardWhen the Comenity bank representative had told me that The Limited was already close, it tells me at that time that my daughter cannot used her card with this storeIf the bank investigate again of the telephone conversations made during my phone calls, a male representative, specifically, gave me the information that the store The Limited was closedThe representative personnel represents the bank, likewise, untruthful to the consumer, of giving misleading informationsI prefer that Comenity bank should erased all defaults similar to what they had made with Victoria Secret card. I am grateful of the Revdex.com for being a support to the consumersWithout this bureau, merchant will continually take advantage of consumers
Thank you for reviewing the documentation and the phone callsI understand that not making a payment will end up in a late feeThe minimum amount that you wanted was dollarsI was given a credit of dollars and paid dollarsTherefore you did receive a payment of MORE than the dollars I have no problems paying for my merchandise and even a late fee as I was lateI have a problems of when you can certainly tell that I closed the account and you can also certainly tell that I was under the impression that I paid it in full I would have of course paid the additional cents had I known about it I have now paid the full amount, and I respectfully request a refund of the additional dollars.
Regards, *** ***
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 you have expressed in the complaint and we apologize for the confusion and frustration you have experiencedYou state that while shopping in the store, you were told by signing up for the account you would receive a discount on your purchaseYou were not aware that in order to receive the discount, the purchase would be applied to the credit card accountAfter receiving statements, you thought fraud had been committed against youYou later learned that the statements were due to the discounted purchaseHowever, your balance increased due to fees being assessed and your credit has been negatively impactedDue to fear of bad credit, you remitted a payment of $This matter has caused a negative impact on your current apartment statusYou are asking the Bank to remove the delinquent information from your credit profile and adjust the balance on the account. Thank you for taking the time to speak with me on June 24, As discussed, we are not holding you responsible for the bank fees or negative payment informationAs requested, a follemail was sent to you on June 24, 2016; separate from this response. Please be assured that we issued credits to your account totaling $Furthermore, we received the $payment to your account, resulting in a credit balance of $A refund check for $43.76 was issued to you on June 28, 2016, and will be received separate from this letter in 7-business days. In addition, please be assured that notification was sent to the national credit-reporting agencies with instructions to delete the VICTORIA’S SECRET account, in its entirety, from your credit reportPlease allow them days to update their records. I 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***
There was still a fundamental lack of notification to me as a customer that the subsequent purchases were not under a promotional period. When opening the card I was informed of months deferred interest, period. The complaint is driven by the lack of transparency on Comenity's part and the fact that to find this new "revolving account" that was established was buried three pages deep in statements and yet further in terms of service agreementsThere is absolutely grounds for lack of communication and deliberate attempts by your organization to not be transparent in how fees are transitioned in after promotional offers are given. The reason my account balance is $is because I wanted to reduce further charges and make sure I have no future obligations to your organizations. And I will certainly make sure no future business occurs through your business.Regards, *** ***
Dear [redacted]:We received your complaint sent to the Revdex.com regarding the above-notedaccount. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to helpanswer account-related questions. Your complaint was forwarded to my attention, and Iappreciate the...
opportunity to assist you.Your complaint states that you are being charged fees on a closed collection account, that thisis illegal, and that you have made multiple attempts to rectify the situation. You want the feesremoved, the account removed from collections, and the account reinstated. You also state thatyou will only pay the original purchase amount of $32.00.Bank records indicate that you contacted Comenity Bank previously via the Federal DepositInsurance Corporation (FDIC), and a response was sent to you on June 9, 2015. Enclosed is acopy of the response for your records.Please be advised that the Bank’s position remains unchanged.As an update to the letter previously sent, your account now has an outstanding balance of$138.27, and is four billing cycles past due. Please contact our Payment Solutions team at###-###-#### to discuss suitable payment arrangements.Additionally, enclosed are the June and July billing statements for your records.We hope this information is helpful. Should you have further questions or concerns, pleasecontact our Payment Solutions team. They will be happy to assist you.Sincerely,Shawnda Y[redacted]
I am rejecting their solution because I tried to make the payment before the cut off time and even when I called. The customer services representative was not helpful and I told her that if I have the option of going into a store I could have done that. And also I paid the balance in full so why charge me a late fee when I don't have any balance again. It's just a fraudulent way of ripping money off people.so how come I can still process payment with the same account but can't set it up online .
Comenity BankPO Box 182025Columbus. Ohio 43218-2025October 3, 2015Diane Cahill-Williams6 Valley View DriveBath, PA 18014-2128RE: Woman Within@ Credit Card Account Ending In 0766Revdex.com Complaint ID #10837111 Dear Ms. Cahill-Williams:We received your complaint, addressed to the...
Revdex.com, regarding the account referencedabove. Cornenity Bank issues Woman Within@ credit card accounts, and we are here to assist you with allaccount-related questions. I appreciate the opportunity to respond to your concerns.We understand from your complaint that you are not aware of what the $15.00 fee on your statement was, andthat it could be a fraudulent charge.Bank records indicate that you processed a payment by phone with a Bank representative on September 2,2015. At the beginning of this telephone call, you were advised a $15.00 pay by phone fee would be chargedto the balance if you agreed to pay by phone. You then agreed to the payment of $20.00 and the $1 5.00 payby phone fee at the end of the telephone call.Per the Bank's Credit Card Agreement (CCA), under the "Other Fees and Charges" section it states "We mayoffer alternative payment methods that allow you to make individual, expedited payments to your Account overthe phone. If you choose to use this payment method, we may assess the current fee we charge for thisservice, subject to any limitations of applicable law. Currently, that fee is up to $1 5.00 but may change." Wehave enclosed a copy of the CCA for Woman Within@ account for your records.In order to provide the best customer service possible, please note the following ways in which payments maybe made, and you may choose a payment method that is right for you.Online: Online payments submitted before 8pm Eastern Time (ET) can be credited to your account today.Online payments submitted after 6pm (ET) will be credited the following day (or on your future scheduledpayment date). Please note that it may take up to two business days to complete the financial transfer fromyour personal bank account to your Woman Within@ account.Mail: Send your payment and payment coupon in the envelope that came with your billing statement. Werecommend allowing a week for the payment to arrive. If you're a paperless customer, print out a payment stubon the online account management site so your payment is processed as quickly as possible.In the interest of customer service, the pay by phone fee of $15.00 has been credited to the account.You are a valued customer, and I hope this information is helpful. Should you have any further questions orconcerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).I would be happy to assist you.Sincerely, Amanda R[redacted]
Dear [redacted] Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Zales credit card. We are here to answer your questions and assist with your concerns. We understand from your...
complaint that you enrolled in paperless billing and the statements received did not provide accurate information about your promotional plan. You state that you were charged interest after your zero percent interest contract ended without warning. You are requesting that the Bank remove $800.00 in interest charges from your account. We apologize for any inconvenience this matter may have caused you. The March 29, 2016, purchase for $2879.43 was placed on a 12 month deferred interest payment required plan with an expiration date of March 30, 2017. Under the terms of this promotional plan, interest on the purchase is deferred until the plan expires. This means that interest on this purchase was accruing monthly from the original purchase date but was not being applied to your account. In order to keep the accrued finance charges from being applied to your account, the entire promotional purchase amount needed to be paid in full by the promotional plan’s expiration date. This promotional purchase was not paid in full by the expiration date mentioned above; therefore, the accrued interest was applied to your account. The details of your promotional plan as well as the expiration date were present on each billing statement. Please be advised, as you are sent statement ready e-mails, you must open the PDF document while in the Account Center website, to view the information. Enclosed please find copies of the billing statements for your records. On April 1, 2017, as the balance was not paid in full by the promotional plan ending date, finance charges totaling $768.17 were assessed to the account. Bank records indicate that your payments totaling $1,191.56 were received; however, this amount did not cover the full amount of the promotional plan balance. The Bank has found no banking errors; therefore, the assessed finance charges are valid. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Kristina W[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Maurices credit card. We are here to answer your questions and assist with yourconcerns.We understand from your correspondence, addressed to the Revdex.com, that Comenity...
Bankhas closed your account and has started reporting a 30 day delinquency to your credit file. This has causeda 30 point difference in your credit score. You are requesting to have the delinquency for the month ofAugust 2013 removed from your credit file.After consulting with the credit-reporting agencies, please be assured that the Bank is not reporting theaccount to your credit file.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. Although I would like to state for the record that if the supervisor had just been more willing to help, this entire situation would have been avoided. Also that the "apologies" were meaningless and when listening to the recording anyone would hear in their voices that they couldn't care less. Over all I am happy with the result as it is all I was asking for. It is very unfortunate that it needed to come to such circumstances - that even when I asked to cancel they simple said fine- "I already canceled the account for you". I work in customer service, and it has been hands down THE WORST I have EVER encountered. Their saving grace was the letter I received only after going through this whole ordeal.
Regards, [redacted]
Dear [redacted]We have received your correspondence regarding a Comenity Bank credit card account. Comenity Bank issues multiple retail credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your concerns.We...
understand from your correspondence that your pre-paid card was stolen and there were charges placed on the card that you did not make. You are requesting a refund for the charges. I understand your concerns and I apologize for any frustration or inconvenience this matter may have caused you.Please be advised that we have attempted to locate an account in your name with the information provided; however, we are unable to locate the account you are referring to. To locate an account, we would need additional information. Please provide the following: - 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 ###-###-####.I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]
Dear [redacted]Thank you for contacting Comenity Bank regarding the above-referenced account. As the bankthat issues Crate&Barrel credit card accounts, we are here to assist you with your questions.Your correspondence, addressed to the Revdex.com, was forwarded to my...
attentionand I appreciate the opportunity to respond to your concerns.Your complaint states that you would like clarification on our collection procedure and the $2.00minimum charge that was assessed to your account. You are also requesting a credit for the$2.00 minimum charge that was assessed to your account. We understand your concerns andapologize for any confusion or inconvenience this may have caused you.Please understand that when an account is delinquent, we will make an attempt to contact youregarding the status of the account. Many times a payment is overlooked by the customer. Inan effort to rectify the situation before Comenity Bank reports a delinquency to the creditreportingagencies, Comenity Bank may call multiple times, until our attempt to communicatewith you is successful. Thus, it is possible to receive multiple collections calls in a day betweenthe hours of 8:00 a.m. and 9:00 p.m.After reviewing your account, our records indicate that the minimum charge of $2.00 is a financecharge. Please be advised when a balance is not paid in full by the due date, a finance chargeis assessed to the account. Based on your balance on June 7, 2015, a minimum financecharge of $2.00 was assessed to your account.Please be advised that the Bank does not offer automatic payments at this time. However, youcan schedule a payment online at comenity.net/crateandbarrel to be applied the same day aslong as you submit the payment by 6:00 p.m. ET on your due date. If it is submitted after 6:00p.m. ET, your payment will be applied the following business day. Please be aware that youcan also schedule your payment(s) up to 30 days in advance online.Additionally, payments can be sent by mail. If sending by mail, we encourage you to send thepayment, along with the payment coupon, in the envelope that came with your billing statement.We recommend allowing a week for the payment to arrive.For expedited payments, you may call us at the phone number on the back of your billingstatement to speak to a customer care representative. A fee of $15.00 applies to same-daypayments made with the representative.As of today’s date, the balance on your account is zero. Comenity Bank has not found anyerrors, and we are unwilling to remove any of the finance charges that were assessed to youraccount, as they are valid charges.We hope that this information is helpful. Should you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext. [redacted], (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]
Dear [redacted]Thank you for contacting Comenity Bank. We received your complaint, addressed to the BetterBusiness Bureau, regarding a fraudulent account being opened in your name during yourincarceration. As the bank that issues many different credit card accounts, we are here to...
assistyou with your account-related questions. Your complaint was fonvarded to my attention, and Iappreciate the opportunity to assist you.After a thorough review of our records, we are unable to locate any credit card account with theinformation provided. We would be unable to resolve this matter without having additionalinformation to research your concerns. Please provide the following:Avalid Comenity Bankaccount numberA full Social Security numberAn address associated with the accountAny previous or alternate namesWe hope that this information is helpful. Should you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/ITTY ###-###-####).Iwould be happy to assist you.Sincerely,Melissa L[redacted]
Dear [redacted] Thank you for contacting Comenity Capital Bank. We issue multiple retail credit card accounts, and are here to help with your questions. The Revdex.com forwarded your complaint to my attention and I appreciate the opportunity to respond to your concerns.Your...
complaint indicates that you are receiving telephone calls from Comenity Capital Bank regarding a matter not related to you.The telephone calls placed to the telephone number ending in [redacted] were attempts by the Bank to contact one of our customers regarding a business matter. The Bank has honored your request to cease all phone calls to the telephone number ending in [redacted], regarding the matter unrelated to you.If you are receiving phone calls from the Bank on a different telephone number, regarding a matter not related to you, please do not hesitate to contact us directly.Please accept our apology for any inconvenience that you may have experienced regarding this situation. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-#####.Sincerely,[redacted]Consumer Relations Specialist
Comenity Capital Bank has received your correspondence regarding the above-referenced account.Comenity Capital Bank issues the credit card. We are here to answer your questions and assist with yourconcerns.We understand from your complaint that you are concerned with the dispute process in regard to...
a balancetransfer, in the amount of $3,000.00 submitted in January 2017. You also state you did not receive the bestcustomer service with the Bank when attempting to resolve this matter.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations.We apologize if you felt you did not receive the best customer service. We never intend to treat ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.After a thorough investigation, Bank records indicate a dispute was initiated on February 18, 2017. Pleasebe assured the balance transfer was cancelled, per your request, and $3,000.00 was credited to youraccount on April 25, 2017. The transfer fee in the amount of $30.00 was also credited. For your records, acopy of the billing statement showing the credits is enclosed, as well as the letter sent on April 26, 2017,advising of the balance transfer cancellation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Shelley A[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted]: We received your complaint regarding the account noted above. Comenity Bank previously issued Fashion Bug credit cards and we are here to help with your account-related questions and concerns. Your complaint, addressed to the Better...
Business Bureau, was forwarded to my attention and I appreciate the opportunity to assist you. I understand from your complaint, that you paid your Fashion Bug credit card account off in full in March 2015. The following month, you reviewed your account, and noticed you had a zero balance. You stated that you normally receive billing statement via email, and had not received a statement via email or direct mail until last month. The billing statement you received reflects a balance of $39.48. You state that you reached out to Fashion Bug, who only addressed your balance, and not the nature of how the balance was comprised. You are requesting all bank fees assessed to the account be credited and show the account as paid in full, due to your March 2015 payment of $218.63. I apologize for any frustration or inconvenience you have experienced as a result of this matter. Please be advised, the Bank has reviewed your Fashion Bug account, and would like to share our findings: Bank records indicate, your Fashion Bug billing statements have been sent via email to the email address listed on the account as [redacted], on the following dates: March 05, 2015April 05, 2015May 05, 2015June 05, 2015July 05, 2015August 05, 2015 Please note, Comenity Bank does not have a record of a change or update for the above noted email address. I have enclosed copies of the billing statements from March 2015 through August 2015 which show the account activity that comprised the account balance and any delinquencies. Please note, a payment of $218.63 posted to the account on March 02, 2015; however, the account balance was $223.00. After the payment of $218.63 posted, the account reflected a remaining balance of $5.37, due by April 27, 2015. Due to non-receipt of payment for the months of April, May, June, July and August, bank fees totaling $60.85 were assessed to the account. Please be assured, in the interest of customer service, Comenity Bank has issued a credit totaling $60.85 to your Fashion Bug account, which has reduced your balance to zero. Also, the delinquent payment history has been updated, and is now reflecting as current. Please allow the credit-reporting agencies 45 days to update their records. I hope you find this information to be helpful. Should you have additional questions or concerns about this issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Geanine M[redacted]
Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card accounts. We are here to answer your questions and assist with your concerns.We previously received and responded to correspondence submitted to the Revdex.com regarding this same matter. Please find enclosed, a copy of our response sent to you on June 17, 2017.Please be advised the Bank decision remains unchanged.I hope you found this information to be helpful. If you have any further questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced credit card account. Comenity Bank issues the Carson's credit card. We are here to answer your questions and assist with your concerns. We understand the concerns as...
explained in your correspondence. Your payments were made on the due date and two $25.00 late fees were applied to the account. You are requesting the late fees be credited. Based on our findings, two late fees of $27.00 each were applied to your account. The first late fee was assessed on August 4, 2016, because the payment of $30.00 made online, was received on August 5, 2016. The second late fee was applied to your account on September 4, 2016, because the payment of $35.00 made online, was received on September 5, 2016. The payments posted one day after your due date; therefore, late fees were assessed. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Comenity Bank has not found any errors with the account, and we are unwilling to remove both late fees that were assessed to the account, as they are valid. However, the interest of customer service, we have issued a credit of $27.00, for the August late fee. We value our customers and offer several payment options to ensure that payments can be received on time. • In-Store: You may drop off your payment in the store so it can be applied to your account on the same day. • Online: Online payments submitted before 8:00 p.m. Eastern Time (ET), can be credited to your account the same day. Online payments submitted after 8:00 p.m. ET will be credited the following day (or on your future scheduled payment date). • Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We recommend allowing a week for the payment to arrive. • Phone: If you need to make an expedited and convenient payment, you may call us at the phone number on the back of your billing statement before 8:00 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative. Please be advised that Bank records indicate we did not receive a letter from you requesting the late fees to be removed. We apologize that we did not receive your previous correspondence. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Tionna M[redacted]
I am satisfied with the response of the merchant with the Victoria Secret card I am rejecting the response of The Limited cardI believe the representative I spoke, when I request for the cards of Victoria Secret and The Limited be closed, led me to believe that the store The Limited had already been closedIf the store is closed, my daughter cannot used her cardWhen I found out that there was charges made on the Limited card, I called again and have it closedThe reason there was a delay in closing the account. Furthermore, there was deception on the part of the merchant representative, who did not give me the correct informationI paid charges for this account including a late payments, in the past coincide with Victoria Secret cardWhen the Comenity bank representative had told me that The Limited was already close, it tells me at that time that my daughter cannot used her card with this storeIf the bank investigate again of the telephone conversations made during my phone calls, a male representative, specifically, gave me the information that the store The Limited was closedThe representative personnel represents the bank, likewise, untruthful to the consumer, of giving misleading informationsI prefer that Comenity bank should erased all defaults similar to what they had made with Victoria Secret card. I am grateful of the Revdex.com for being a support to the consumersWithout this bureau, merchant will continually take advantage of consumers
Thank you for reviewing the documentation and the phone callsI understand that not making a payment will end up in a late feeThe minimum amount that you wanted was dollarsI was given a credit of dollars and paid dollarsTherefore you did receive a payment of MORE than the dollars I have no problems paying for my merchandise and even a late fee as I was lateI have a problems of when you can certainly tell that I closed the account and you can also certainly tell that I was under the impression that I paid it in full I would have of course paid the additional cents had I known about it I have now paid the full amount, and I respectfully request a refund of the additional dollars.
Regards, *** ***
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 you have expressed in the complaint and we apologize for the confusion and frustration you have experiencedYou state that while shopping in the store, you were told by signing up for the account you would receive a discount on your purchaseYou were not aware that in order to receive the discount, the purchase would be applied to the credit card accountAfter receiving statements, you thought fraud had been committed against youYou later learned that the statements were due to the discounted purchaseHowever, your balance increased due to fees being assessed and your credit has been negatively impactedDue to fear of bad credit, you remitted a payment of $This matter has caused a negative impact on your current apartment statusYou are asking the Bank to remove the delinquent information from your credit profile and adjust the balance on the account. Thank you for taking the time to speak with me on June 24, As discussed, we are not holding you responsible for the bank fees or negative payment informationAs requested, a follemail was sent to you on June 24, 2016; separate from this response. Please be assured that we issued credits to your account totaling $Furthermore, we received the $payment to your account, resulting in a credit balance of $A refund check for $43.76 was issued to you on June 28, 2016, and will be received separate from this letter in 7-business days. In addition, please be assured that notification was sent to the national credit-reporting agencies with instructions to delete the VICTORIA’S SECRET account, in its entirety, from your credit reportPlease allow them days to update their records. I 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***
There was still a fundamental lack of notification to me as a customer that the subsequent purchases were not under a promotional period. When opening the card I was informed of months deferred interest, period. The complaint is driven by the lack of transparency on Comenity's part and the fact that to find this new "revolving account" that was established was buried three pages deep in statements and yet further in terms of service agreementsThere is absolutely grounds for lack of communication and deliberate attempts by your organization to not be transparent in how fees are transitioned in after promotional offers are given. The reason my account balance is $is because I wanted to reduce further charges and make sure I have no future obligations to your organizations. And I will certainly make sure no future business occurs through your business.Regards, *** ***
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me
Regards, *** ***
Dear [redacted]:We received your complaint sent to the Revdex.com regarding the above-notedaccount. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to helpanswer account-related questions. Your complaint was forwarded to my attention, and Iappreciate the...
opportunity to assist you.Your complaint states that you are being charged fees on a closed collection account, that thisis illegal, and that you have made multiple attempts to rectify the situation. You want the feesremoved, the account removed from collections, and the account reinstated. You also state thatyou will only pay the original purchase amount of $32.00.Bank records indicate that you contacted Comenity Bank previously via the Federal DepositInsurance Corporation (FDIC), and a response was sent to you on June 9, 2015. Enclosed is acopy of the response for your records.Please be advised that the Bank’s position remains unchanged.As an update to the letter previously sent, your account now has an outstanding balance of$138.27, and is four billing cycles past due. Please contact our Payment Solutions team at###-###-#### to discuss suitable payment arrangements.Additionally, enclosed are the June and July billing statements for your records.We hope this information is helpful. Should you have further questions or concerns, pleasecontact our Payment Solutions team. They will be happy to assist you.Sincerely,Shawnda Y[redacted]
I am rejecting their solution because I tried to make the payment before the cut off time and even when I called. The customer services representative was not helpful and I told her that if I have the option of going into a store I could have done that. And also I paid the balance in full so why charge me a late fee when I don't have any balance again. It's just a fraudulent way of ripping money off people.so how come I can still process payment with the same account but can't set it up online .
Comenity BankPO Box 182025Columbus. Ohio 43218-2025October 3, 2015Diane Cahill-Williams6 Valley View DriveBath, PA 18014-2128RE: Woman Within@ Credit Card Account Ending In 0766Revdex.com Complaint ID #10837111 Dear Ms. Cahill-Williams:We received your complaint, addressed to the...
Revdex.com, regarding the account referencedabove. Cornenity Bank issues Woman Within@ credit card accounts, and we are here to assist you with allaccount-related questions. I appreciate the opportunity to respond to your concerns.We understand from your complaint that you are not aware of what the $15.00 fee on your statement was, andthat it could be a fraudulent charge.Bank records indicate that you processed a payment by phone with a Bank representative on September 2,2015. At the beginning of this telephone call, you were advised a $15.00 pay by phone fee would be chargedto the balance if you agreed to pay by phone. You then agreed to the payment of $20.00 and the $1 5.00 payby phone fee at the end of the telephone call.Per the Bank's Credit Card Agreement (CCA), under the "Other Fees and Charges" section it states "We mayoffer alternative payment methods that allow you to make individual, expedited payments to your Account overthe phone. If you choose to use this payment method, we may assess the current fee we charge for thisservice, subject to any limitations of applicable law. Currently, that fee is up to $1 5.00 but may change." Wehave enclosed a copy of the CCA for Woman Within@ account for your records.In order to provide the best customer service possible, please note the following ways in which payments maybe made, and you may choose a payment method that is right for you.Online: Online payments submitted before 8pm Eastern Time (ET) can be credited to your account today.Online payments submitted after 6pm (ET) will be credited the following day (or on your future scheduledpayment date). Please note that it may take up to two business days to complete the financial transfer fromyour personal bank account to your Woman Within@ account.Mail: Send your payment and payment coupon in the envelope that came with your billing statement. Werecommend allowing a week for the payment to arrive. If you're a paperless customer, print out a payment stubon the online account management site so your payment is processed as quickly as possible.In the interest of customer service, the pay by phone fee of $15.00 has been credited to the account.You are a valued customer, and I hope this information is helpful. Should you have any further questions orconcerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####).I would be happy to assist you.Sincerely, Amanda R[redacted]
Dear [redacted] Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Zales credit card. We are here to answer your questions and assist with your concerns. We understand from your...
complaint that you enrolled in paperless billing and the statements received did not provide accurate information about your promotional plan. You state that you were charged interest after your zero percent interest contract ended without warning. You are requesting that the Bank remove $800.00 in interest charges from your account. We apologize for any inconvenience this matter may have caused you. The March 29, 2016, purchase for $2879.43 was placed on a 12 month deferred interest payment required plan with an expiration date of March 30, 2017. Under the terms of this promotional plan, interest on the purchase is deferred until the plan expires. This means that interest on this purchase was accruing monthly from the original purchase date but was not being applied to your account. In order to keep the accrued finance charges from being applied to your account, the entire promotional purchase amount needed to be paid in full by the promotional plan’s expiration date. This promotional purchase was not paid in full by the expiration date mentioned above; therefore, the accrued interest was applied to your account. The details of your promotional plan as well as the expiration date were present on each billing statement. Please be advised, as you are sent statement ready e-mails, you must open the PDF document while in the Account Center website, to view the information. Enclosed please find copies of the billing statements for your records. On April 1, 2017, as the balance was not paid in full by the promotional plan ending date, finance charges totaling $768.17 were assessed to the account. Bank records indicate that your payments totaling $1,191.56 were received; however, this amount did not cover the full amount of the promotional plan balance. The Bank has found no banking errors; therefore, the assessed finance charges are valid. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Kristina W[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Maurices credit card. We are here to answer your questions and assist with yourconcerns.We understand from your correspondence, addressed to the Revdex.com, that Comenity...
Bankhas closed your account and has started reporting a 30 day delinquency to your credit file. This has causeda 30 point difference in your credit score. You are requesting to have the delinquency for the month ofAugust 2013 removed from your credit file.After consulting with the credit-reporting agencies, please be assured that the Bank is not reporting theaccount to your credit file.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. Although I would like to state for the record that if the supervisor had just been more willing to help, this entire situation would have been avoided. Also that the "apologies" were meaningless and when listening to the recording anyone would hear in their voices that they couldn't care less. Over all I am happy with the result as it is all I was asking for. It is very unfortunate that it needed to come to such circumstances - that even when I asked to cancel they simple said fine- "I already canceled the account for you". I work in customer service, and it has been hands down THE WORST I have EVER encountered. Their saving grace was the letter I received only after going through this whole ordeal.
Regards, [redacted]
Dear [redacted]We have received your correspondence regarding a Comenity Bank credit card account. Comenity Bank issues multiple retail credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your concerns.We...
understand from your correspondence that your pre-paid card was stolen and there were charges placed on the card that you did not make. You are requesting a refund for the charges. I understand your concerns and I apologize for any frustration or inconvenience this matter may have caused you.Please be advised that we have attempted to locate an account in your name with the information provided; however, we are unable to locate the account you are referring to. To locate an account, we would need additional information. Please provide the following: - 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 ###-###-####.I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]
Dear [redacted]Thank you for contacting Comenity Bank regarding the above-referenced account. As the bankthat issues Crate&Barrel credit card accounts, we are here to assist you with your questions.Your correspondence, addressed to the Revdex.com, was forwarded to my...
attentionand I appreciate the opportunity to respond to your concerns.Your complaint states that you would like clarification on our collection procedure and the $2.00minimum charge that was assessed to your account. You are also requesting a credit for the$2.00 minimum charge that was assessed to your account. We understand your concerns andapologize for any confusion or inconvenience this may have caused you.Please understand that when an account is delinquent, we will make an attempt to contact youregarding the status of the account. Many times a payment is overlooked by the customer. Inan effort to rectify the situation before Comenity Bank reports a delinquency to the creditreportingagencies, Comenity Bank may call multiple times, until our attempt to communicatewith you is successful. Thus, it is possible to receive multiple collections calls in a day betweenthe hours of 8:00 a.m. and 9:00 p.m.After reviewing your account, our records indicate that the minimum charge of $2.00 is a financecharge. Please be advised when a balance is not paid in full by the due date, a finance chargeis assessed to the account. Based on your balance on June 7, 2015, a minimum financecharge of $2.00 was assessed to your account.Please be advised that the Bank does not offer automatic payments at this time. However, youcan schedule a payment online at comenity.net/crateandbarrel to be applied the same day aslong as you submit the payment by 6:00 p.m. ET on your due date. If it is submitted after 6:00p.m. ET, your payment will be applied the following business day. Please be aware that youcan also schedule your payment(s) up to 30 days in advance online.Additionally, payments can be sent by mail. If sending by mail, we encourage you to send thepayment, along with the payment coupon, in the envelope that came with your billing statement.We recommend allowing a week for the payment to arrive.For expedited payments, you may call us at the phone number on the back of your billingstatement to speak to a customer care representative. A fee of $15.00 applies to same-daypayments made with the representative.As of today’s date, the balance on your account is zero. Comenity Bank has not found anyerrors, and we are unwilling to remove any of the finance charges that were assessed to youraccount, as they are valid charges.We hope that this information is helpful. Should you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext. [redacted], (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]
Dear [redacted]Thank you for contacting Comenity Bank. We received your complaint, addressed to the BetterBusiness Bureau, regarding a fraudulent account being opened in your name during yourincarceration. As the bank that issues many different credit card accounts, we are here to...
assistyou with your account-related questions. Your complaint was fonvarded to my attention, and Iappreciate the opportunity to assist you.After a thorough review of our records, we are unable to locate any credit card account with theinformation provided. We would be unable to resolve this matter without having additionalinformation to research your concerns. Please provide the following:Avalid Comenity Bankaccount numberA full Social Security numberAn address associated with the accountAny previous or alternate namesWe hope that this information is helpful. Should you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/ITTY ###-###-####).Iwould be happy to assist you.Sincerely,Melissa L[redacted]
Dear [redacted] Thank you for contacting Comenity Capital Bank. We issue multiple retail credit card accounts, and are here to help with your questions. The Revdex.com forwarded your complaint to my attention and I appreciate the opportunity to respond to your concerns.Your...
complaint indicates that you are receiving telephone calls from Comenity Capital Bank regarding a matter not related to you.The telephone calls placed to the telephone number ending in [redacted] were attempts by the Bank to contact one of our customers regarding a business matter. The Bank has honored your request to cease all phone calls to the telephone number ending in [redacted], regarding the matter unrelated to you.If you are receiving phone calls from the Bank on a different telephone number, regarding a matter not related to you, please do not hesitate to contact us directly.Please accept our apology for any inconvenience that you may have experienced regarding this situation. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-#####.Sincerely,[redacted]Consumer Relations Specialist
Comenity Capital Bank has received your correspondence regarding the above-referenced account.Comenity Capital Bank issues the credit card. We are here to answer your questions and assist with yourconcerns.We understand from your complaint that you are concerned with the dispute process in regard to...
a balancetransfer, in the amount of $3,000.00 submitted in January 2017. You also state you did not receive the bestcustomer service with the Bank when attempting to resolve this matter.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations.We apologize if you felt you did not receive the best customer service. We never intend to treat ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.After a thorough investigation, Bank records indicate a dispute was initiated on February 18, 2017. Pleasebe assured the balance transfer was cancelled, per your request, and $3,000.00 was credited to youraccount on April 25, 2017. The transfer fee in the amount of $30.00 was also credited. For your records, acopy of the billing statement showing the credits is enclosed, as well as the letter sent on April 26, 2017,advising of the balance transfer cancellation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Shelley A[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted]: We received your complaint regarding the account noted above. Comenity Bank previously issued Fashion Bug credit cards and we are here to help with your account-related questions and concerns. Your complaint, addressed to the Better...
Business Bureau, was forwarded to my attention and I appreciate the opportunity to assist you. I understand from your complaint, that you paid your Fashion Bug credit card account off in full in March 2015. The following month, you reviewed your account, and noticed you had a zero balance. You stated that you normally receive billing statement via email, and had not received a statement via email or direct mail until last month. The billing statement you received reflects a balance of $39.48. You state that you reached out to Fashion Bug, who only addressed your balance, and not the nature of how the balance was comprised. You are requesting all bank fees assessed to the account be credited and show the account as paid in full, due to your March 2015 payment of $218.63. I apologize for any frustration or inconvenience you have experienced as a result of this matter. Please be advised, the Bank has reviewed your Fashion Bug account, and would like to share our findings: Bank records indicate, your Fashion Bug billing statements have been sent via email to the email address listed on the account as [redacted], on the following dates: March 05, 2015April 05, 2015May 05, 2015June 05, 2015July 05, 2015August 05, 2015 Please note, Comenity Bank does not have a record of a change or update for the above noted email address. I have enclosed copies of the billing statements from March 2015 through August 2015 which show the account activity that comprised the account balance and any delinquencies. Please note, a payment of $218.63 posted to the account on March 02, 2015; however, the account balance was $223.00. After the payment of $218.63 posted, the account reflected a remaining balance of $5.37, due by April 27, 2015. Due to non-receipt of payment for the months of April, May, June, July and August, bank fees totaling $60.85 were assessed to the account. Please be assured, in the interest of customer service, Comenity Bank has issued a credit totaling $60.85 to your Fashion Bug account, which has reduced your balance to zero. Also, the delinquent payment history has been updated, and is now reflecting as current. Please allow the credit-reporting agencies 45 days to update their records. I hope you find this information to be helpful. Should you have additional questions or concerns about this issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Geanine M[redacted]
Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card accounts. We are here to answer your questions and assist with your concerns.We previously received and responded to correspondence submitted to the Revdex.com regarding this same matter. Please find enclosed, a copy of our response sent to you on June 17, 2017.Please be advised the Bank decision remains unchanged.I hope you found this information to be helpful. If you have any further questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced credit card account. Comenity Bank issues the Carson's credit card. We are here to answer your questions and assist with your concerns. We understand the concerns as...
explained in your correspondence. Your payments were made on the due date and two $25.00 late fees were applied to the account. You are requesting the late fees be credited. Based on our findings, two late fees of $27.00 each were applied to your account. The first late fee was assessed on August 4, 2016, because the payment of $30.00 made online, was received on August 5, 2016. The second late fee was applied to your account on September 4, 2016, because the payment of $35.00 made online, was received on September 5, 2016. The payments posted one day after your due date; therefore, late fees were assessed. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Comenity Bank has not found any errors with the account, and we are unwilling to remove both late fees that were assessed to the account, as they are valid. However, the interest of customer service, we have issued a credit of $27.00, for the August late fee. We value our customers and offer several payment options to ensure that payments can be received on time. • In-Store: You may drop off your payment in the store so it can be applied to your account on the same day. • Online: Online payments submitted before 8:00 p.m. Eastern Time (ET), can be credited to your account the same day. Online payments submitted after 8:00 p.m. ET will be credited the following day (or on your future scheduled payment date). • Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We recommend allowing a week for the payment to arrive. • Phone: If you need to make an expedited and convenient payment, you may call us at the phone number on the back of your billing statement before 8:00 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative. Please be advised that Bank records indicate we did not receive a letter from you requesting the late fees to be removed. We apologize that we did not receive your previous correspondence. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Tionna M[redacted]