Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the accounts referenced above. Comenity Bank issues the above-referenced credit card accounts, and we are here to assist you with all account-related questions. I appreciate the opportunity to respond to your concerns. We understand from your complaint that you were never told your percent of interest before or after Comenity Bank started handling these accounts. You further state you never purchased anything from Roaman’s. You state you do not know what the interest rate is nor have you received a paper statement. Please be advised that Comenity Bank has been the financer of your above referenced accounts since the accounts were opened. Use of the accounts, or failure to close the accounts within 30 days of receiving the Credit Card Agreements (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. We previously issued a copy of the CCA and the billing statements for the accounts referenced above. Please be advised, per your CCA, your Annual Percentage Rate (APR), will vary with the market based on the Prime Rate. When the Prime Rate increases, previous charges will be charged the old APR rate and new charges, including late fees, will be charged the new APR. Please be advised that information regarding your APR can be found on each billing statement under the heading of “Interest charge calculation”. You are currently being offered the lowest APR available for the above referenced accounts. We understand that it may seem high especially when compared to some other bank card finance charge rates. However, please be aware that the credit card accounts referenced above charge no annual fees as many banks do. This factor alone can offset what appears to be the lower cost of having a bank card. Additionally, you can always pay the balance in full monthly to avoid paying finance charges on your balance. The Woman Within credit card account has a balance of $822.52, with a minimum payment of $140.00, due by October 3, 2016. The account is four billing cycles past due. Our records indicate the Roaman’s account was opened online on September 11, 2015. The Roaman’s® credit card account has a balance of $181.21, with a minimum payment of $35.00, due by October 3, 2016. The account is three billing cycles past due. Please keep in mind 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 and finance charge, as explained in the CCA. Should an account exceed six consecutive billing cycles past due, the account will be closed, written off, and reported to the national credit-reporting agencies as an unpaid debt. Since Woman Within and Roaman’s are owned by the same parent company, merchandise can be purchased from both entities using their credit card accounts interchangeably. As explained in our previous response, the charges applied to the Roaman’s account were for items purchased from Woman Within. If you have further questions regarding the orders billed to your accounts, please contact Woman Within at ###-###-####. Please be aware that you have selected paperless statements on both accounts. In our previous response we included copies of billing statements, as you requested. If you would like to receive paper statements each month, please contact our Customer Care team at ###-###-####. You are a valued customer and I hope this information is helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Amanda R**
We received your additional complaint, addressed to the Revdex.com, regarding theaccounts referenced above. Comenity Bank issues the above-referenced credit card accounts,and we are here to assist you with all account-related questions. I appreciate the opportunity torespond to your concerns.We understand from your complaint that you feel that you were being harassed with telephonecalls, and you are only able to pay $2500 per month.Our records indicate that we have previously responded to this issue. Enclosed, please find acopy of our response sent to you September 8, 2015.When the Bank's records show an account as delinquent, the Bank will make attempts tocontact you regarding the status of the account. Due to potential negative ramifications for ourcustomers if an account remains delinquent, Comenity Bank may call you until our attempt tocommunicate is successful. The Bank will make separate attempts for each account that isdelinquent.Our records indicate on July 6, 2015, we received your dispute, advising us you would only beable to pay $25.00 a month. We sent a response on July 14, 2015, stating we offer severalpayment programs, and to contact our collections department for more details. A copy of thisresponse is included for your records.The Bank understands that customers may experience difficulty making their payments due toeconomic factors. You may be eligible for enrollment in our Customer Hardship Program. Thisprogram provides customers with six to twelve months of special terms in order to bring andkeep the account current If you are interested in obtaining information on whether you qualifyfor this program, please call our Payment Solutions team at ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profitConsumer Credit Counseling Service (CCCS), organization for assistance. Their programs canprovide options such as reducin9 the interest rate and the minimum payment requirement, andcould include all of your creditors. Comenity Bank supports and participates in the programsprovided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####.As of the date of this leiter, the BrylaneHome®, Woman Within®, Full Beauty, and Avenueaccounts have been closed per your request. The Jessica London® and Roaman's® accountswill remain open.We hope you find this information helpful. If you have any questions. or need additionalassistance, please do not hesitate to contact me directly at ###-###-####, ext. ***(TDDfTTY ###-###-####). I will be happy to assist you.
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the RUNWAYREWARDS credit card. We are here to answer your questions and assist with your concerns. We understand you have concerns regarding the...
finance charge assessed to your account after you made a payment and you would like more information. You are requesting all charges be removed and no negative marks on your credit report. Your concern in regard to the charge is understandable. Your Credit Card Agreement states that interest charges begin on a transaction from the day it is added to the daily balance and continue until the balance is paid in full, unless your account is in a Grace Period. In addition, on the May 2017 billing statement, we included a reminder that said, in order to avoid interest on the Regular Revolving Credit Plan, you must pay your entire balance by the Payment Due Date each month. Please also keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, a late fee may be assessed to the account, as explained in the Credit Card Agreement. The May 2017 billing statement had a balance of $36.06 due by June 21, 2017. Your payment of $36.06 was received on June 22, 2017. Since the payment was not received by the due date, the account was no longer eligible for a Grace Period. Any time the full balance in the Regular Revolving Credit Plan is not paid by the Payment Due Date, the account will be assessed trailing interest finance charges, or a minimum interest fee. Once you have lost your Grace Period, new purchases are assessed interest from the transaction date until the date the payment is received. Once the account has a zero balance statement and does not carry any balance past the Payment Due Date, the Grace Period will begin again. Thereafter, if you pay the balance in full each month by the due date, there will be no finance charges assessed on purchases. As a courtesy, on August 15, 2017, we credited $1.00 for the finance charge that was previously assessed. As of the date of this letter, the account balance is zero. Please be assured, Comenity Bank has not reported negative payment information to the national credit-reporting agencies, regarding this matter. 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, Tionna M[redacted]
I allread told them and em now tell you I refus to pay one more dime on this account expeshly sins I have bin paying sins 2013 win a made the order for 239 doller order and have pade more then that amont I will not pay them nothing more
Regards, [redacted]
Dear Bunthuan Martin:Comenity Bank has received correspondence regarding the above-referenced account. ComenityBank issues the BrylaneHome credit card. We are here to answer your questions and assist withyour concerns.The Bank received your complaint in which you state you ordered drapes and rods in...
November2016. The drapes arrived about two weeks later; however, the rods were on backorder and didnot arrive until December 2016. You further state you later decided you did not like the drapes;therefore, you returned the drapes and rods and expected a full refund. However, you contactedthe Bank and were advised that a balance still remained on your account for the late fees andshipping and handling. You are requesting that your balance be brought to zero and to have yourname taken off the mailing list. We understand your concerns, and apologize for any frustrationthis may have caused you.Our records indicate that on January 4, 2017, a purchase of $248.90 posted to your account forfive curtains and four valances. On January 11, 2017, a statement was issued to you showing abalance of $248.90 with a minimum payment of $20.00 due by February 6, 2017. The Bank didnot receive a payment by the due date and as a result, a late fee was assessed to your account.Bank records further indicate that on January 16, 2017, there were four charges of $19.59 thatposted to your account for curtains. In addition, on February 7, 2017, a charge of $31.59 postedto your account for rods. On February 8, 2017, a statement was issued to you showing a balanceof $385.05 with a minimum payment of $35.00 due by March 6, 2017. The Bank received apayment of $35.00 on February 16, 2017.Please be advised that on February 23, 2017, a return credit of $251.90 posted to your account.In addition, a charge of $22.50 posted to your account the same day for the prepaid return labelused to make your return.Please keep in mind, when ordering merchandise by mail, your credit card account is charged forthe cost of the merchandise as well as shipping and handling. When the merchandise is returned,your account is credited for the cost of the merchandise only; shipping and handling is notrefunded. Furthermore, when returning merchandise with the prepaid return label provided withyour merchandise, your account is charged for the use of the label.Additionally, although you made a return, a minimum payment is still due on your account. Pleasebe advised that return credits do not cancel out the minimum payment due on your account.The Bank continued to send you statements showing your account still had a balance owing. Asa result of the balance not being paid in full, finance charges were assessed to your accountmonthly. I have enclosed your statements for your review.Comenity Bank has not found any errors on your account and we are unwilling to waive any fees,as they are valid.Your account was closed on March 17, 2017, and we have removed you from the mailing list.Please allow 6-8 weeks for mailings to stop.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,[redacted]Compliance Dept. – Consumer Responses
February 21, 2017 [redacted]
[redacted]
[redacted] RE: [redacted]
[redacted] Dear [redacted]: Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the [redacted] credit card. We are here to answer your questions and assist with your concerns. You mentioned that you received a pre-approval offer for a credit card account, so you contacted the Bank for processing. After approval, you paid the annual fee, attempted to use the account, and were advised it was closed by the Bank. You feel that the bank is closing accounts without valid reasoning, and shouldn’t be allowed to do so. We have researched your concerns and we would like to provide you with the following information. In regard to your account being closed, the Bank sent a letter on January 27, 2017, advising the account had been closed as a result of the number of recent inquiries on your credit report. A copy of this correspondence is enclosed with this letter. Please note the Credit Card Agreement (CCA) gives us the right to investigate customer credit records and to close an account at any time, for any reason. Please be advised that you will be receiving a refund check in the amount of $49.00, via separate mailing, in the next 14 business day. We apologize for any frustration or inconvenience this may have caused you. 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, [redacted]
[redacted]
Dear [redacted]:We received your complaint, submitted to the Revdex.com, regarding the abovereferencedaccount. Comenity Bank issues Victoria's SecretlPINK credit card accounts, and werespond to all account-related concerns. Your complaint was forwarded to my attention, and Iappreciate...
the opportunity to assist you.Your complaint states that you had switched checking accounts with your financial institution.When making online payments, you in entered the wrong account information, which resulted inthe return of your payment. The account was charged late fees and you were reported late tothe credit bureaus. Since then, you have lost the loan to finance your house. You called theBank because you state that no one contacted you over the payment issue and the associatewas rude, disrespectful, and stated that maybe you should look at your statements. It is yourrequests that the late payment be removed from your account.Bank records indicate that you made multiple online payments in March and April 2015. As aresult of invalid banking information being entered, the payments were returned and debitedback to your account. Additionally, the account was assessed late fees, reported as 30 daysdelinquent, and the account charging privileges were suspended. Enclosed are the billingstatements for your records.When the payment for $250.00 was scheduled online on April I 1, 2045, and returned to theBank on April 15, 201 5, we sent you a returned payment letter by mail. Enclosed is a copy foryour records. Additionally, the Bank's Payment Solutions team made attempts to contact youby telephone.On May 2, 2045, after submitting a survey, the Bank attempted ta call you so that we couldresolve this matter with as little inconvenience to you. Unfortunately, our attempt wasunsuccessful.Comenity Bank strives to provide world-class service to our customers and we are disappointedwhen this does not occur. We sincerely apologize that you felt you were disrespected at anytime during your call with our representative. Please be assured that we reviewed thetelephone call in question. Although, we did not find that our associate was rude ordisrespectful, we do believe there was a better way of handling your call and providing you withinformation that is more accurate. This information has been sent to our management team andtheir recommendations will follow.In the interest of customer service, we issued credits of $60.00 to your account to remove thelate fees. Additionally, we reinstated your credit limit of $1,850.00, and removed the 30-day latepayment for April 2015. Please be assured that we sent notification to the credit-reportingagencies with instructions to remove the late payment. Please allow them 45 days to updatetheir records.We encourage you to access your account online to ensure the banking information you havesaved is correct. You may also contact your financial institution to ensure you have the correctrouting number and banking account number. This will prevent payments from being returneddue to invalid banking information in the future.You are a valued customer and we wish you good health and the best of luck on any futurefinancing of a house. Should you have further questions or concerns, please do not hesitate tocontact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy toassist you.Sincerely,[redacted]Consumer Relations Specialist
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Lane Bryant credit card account. We 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 made. You contacted Account Assure to see if they would beable to assist you with making payments. You were advised, since you were on disability prior to enrollingin Account Assure, you were not eligible for their benefits. You state you asked for a refund and wereadvised it could take up to two weeks for a decision to be made. You 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 Assure. We 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, 2017. 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 account. On December 18, 2017, a credit of $18.97 was issued for the most recentlyassessed fee. An additional credit of $366.42 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 helpful. If you have any questions or concerns, please feel freeto contact me at [redacted]Sincerely,Alyson F[redacted]Compliance Dept. – Consumer Responses
Comenity Bank (Bank) has received correspondence regarding the above-referenced account. Comenity Bank issues the RH credit card. We are here to answer your questions and assist with your concerns.The Bank received correspondence which states that the account was reported to the credit bureaus while...
in dispute and that third parties were contacted regarding the status of the account. Furthermore, it stated that the customer services received was bad.We understand the concerns and apologize for any inconvenience or frustration this matter may have caused.We previously received and responded to correspondence submitted on your behalf from [redacted] regarding this same matter. Please find enclosed a copy of our previous response sent to you on December 19, 2017.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 V[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]We have received the complaint regarding the above-noted account. Comenity CapitalBank issues Ideal Imagecredit accounts, and we respond to all account-related concerns. Your complaint, addressed to the BetterBusiness Bureau, was forwarded to my attention, and I appreciate the...
opportunity to assist you.In your complaint, you state that you financed laser treatments on your Ideal Image account and it was placedon an interest free plan; however, you were not aware that the promotional plan was for 18 months. Furthermore,you state that you were not advised that if the balance was not paid in full, your account would be assessed theaccrued finance charge. You are requesting that the accrued finance charge assessed to your account bewaived. I understand your concerns and apologize for any inconvenience or frustration this matter may havecaused you.Our records indicate that on November 15, 2014, a purchase of $2,775.00 posted to your account and was placedon an 18-month deferred interest, payment required plan that was set to expire on May 18, 2016. For purchaseson these plans, the customer is required to make payments on the promotional plan balance based on thestandard repayment terms for their account. Interest is accrued (calculated, but not added to the balance) and ifthe balance is not paid in full by the plan end date, the accrued finance charges, which were calculated from thedate of the original purchase, will be added to the deferred balance, and this balance will be moved to thecustomer’s revolving balance. Please be advised that the information regarding your promotional plans appearedon your monthly billing statements, under the heading, “details of your plans”. I have enclosed your billingstatements for your review.Please be advised that a statement was issued to you on May 12, 2016, showing a balance of $240.00 with aminimum payment of $27.00 due by June 7, 2016. Under the “details of your plans” section of your statement, itstated that the promotional balance of $240.00 needed to be paid by May 18, 2016, to avoid the accrued financecharge. As a result of the promotional balance not being paid in full by the plan expiration date, the accruedinterest of $520.51 was assessed to your account on May 18, 2016, and the remaining promotional balance of$190.00. was moved to revolving, which is subject to normal monthly finance charges.Comenity Capital Bank did not find any errors with the account; therefore, we are unwilling to remove any fees,as they are valid.We hope that this information is helpful. Should you have any additional questions or concerns, please do nothesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happyto assist you.Sincerely,Jenny W[redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to assist you. We understand from your complaint that your Victoria’s Secret/Pink account was downgraded from a Forever tier to a VIP tier, and the birthday coupon was less than what you typically have received. After calling the Bank and getting numerous apologies, you were advised that due to the lack of points needed to remain a Forever status, your account was downgraded in August 2015. You also state that prior to getting the right information, you had been advised of incorrect information and nothing is done but an apology and an offer for a $5.00 coupon. You refuse to pay the remainder of your balance due to the situation, and you do not want this to affect your credit score. You would like the Bank to waive the recent transaction on your account, reinstate the Forever status, and give you the points you would have earned on the transaction. Our records indicate that your Victoria’s Secret/PINK account was downgraded from the Forever status to the VIP status in March 2015, due to lack of points needed in a 12 month period. As indicated in the rewards information; maintaining the Forever status, cardholders need to earn a minimum of 1,000 points per year to maintain their Forever status. The earnings period run from February through January each year. These indicators and points information are listed on the billing statements and the online Account Center, notating how many points customers need to earn to maintain the Forever status and if the Forever status has been maintained for the year. If enough points were not earned, cardholders are reset to the VIP tier in the set timeframe. As a result of the above explanation, you did not meet enough points to maintain your Forever status and the account was downgraded to the VIP tier in March 2015. Additionally, the VIP tier earns a $10.00 birthday coupon versus a $15.00 coupon and why you only received the $10.00 coupon. You made a recent purchase for $130.31 charged to your account on September 23, 2015. The Bank is unwilling to waive this transaction; however, as a courtesy, we issued the account a $5.00 credit adjustment, to offset your birthday coupon. Additionally, in the interest of customer service, we issued your account a 1,000 point adjustment, which will systemically upgrade your account to the Forever tier within the next one to two billing cycles. Please understand that if you refuse to pay for the remaining balance on your account, you would be assessed late fees and finance charges, and the account would be reported delinquent to the credit bureaus, as explained in the Credit Card Agreement (CCA). Furthermore, you requested to close the account on October 26, 2015, which would prevent you from making further purchases and earning points going forward. As such, we reopened the account so you can take advantage of the upgrade and points going forward. Again, we sincerely apologize for any confusion, frustration, or inconvenience you have experienced. It is never the Bank’s intention to cause a customer a hardship. You are a valued customer and I hope this information has been helpful. If you have further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Shawnda Y[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the RoomPlace credit card. We are here to answer your questions and assist with your concerns. ...
You state that your promotional purchase of 48 months interest free is not evenly distributed over the length of the 48 months, and that the payments are based on a percentage that has no logical explanation. You further state that your payments are different every month, and would not add up to your total balance over the promotional period. When you contacted customer service and spoke with a representative regarding this matter, a dispute was filed; however, the dispute was denied, and your payment was doubled. You spoke with another representative who provided an illogical reason why the payments would be $305.00 per month. You are requesting to have equal monthly payments that would pay off your balance within the promotional period with interest free. We sincerely apologize for any frustration or inconvenience this matter may have caused you. We have reviewed your account, and we are happy to share our findings. Our records indicate that a purchase of $4,510.56 was charged to the account on October 10, 2016, and was placed on a 48-month deferred interest, payment required, promotional plan, scheduled to end on December 24, 2020. Another purchase of $899.98 was charged to the account on October 10, 2016, and was placed on a 48-month deferred interest, payment required, promotional plan, scheduled to end on December 24, 2020. On October 25, 2016, you contacted the Bank and spoke with representatives of the Bank. When you spoke with the representatives you stated that your purchase should be on a 48-month equal payment plan with no interest, and you stated that the minimum payment amount of $190.00 was incorrect. As a result, an over the telephone billing dispute was filed. At the time the dispute was filed, the representative said she would process the dispute so that you have the equal payment plan, and the representative indicated on the dispute that you wanted the purchases placed on the 48-month equal payment plan. While investigating the billing dispute, we contacted the RoomPlace and obtained copies of the signed sales receipts from the $4,510.56 and $899.98 purchases. The receipts reflected that the purchases were placed on 48-month deferred interest, payment required, promotional plans, scheduled to end on December 24, 2020. We understand that you were not disputing making the purchases. However, because you were disputing the promotional plan that your purchases were placed on, a provisional credit was applied to the account while your dispute was being investigated. When the dispute was completed, and the provisional credit was reversed, it was inadvertently applied as a revolving balance. As a result, your minimum payment on your December 2016 statement was listed as $305.00. Please be assured, we have made the necessary adjustments to the account so that no amount shows as a revolving balance; however, the purchase of $4,510.56 and the purchase of $899.98 are listed as 48-month deferred interest, payment required promotional plans. This information will appear on your billing statement which was issued on January 16, 2017. Because of this correction, your minimum payment will be equal to or less than $168.00 monthly. Based upon your complaint, the Bank reviewed the applicable phone conversations. Calls and letters of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Laura R[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 answeryour questions and assist with your concerns.We understand from the correspondence that your email address is on your...
husband’s accountand you are requesting to have it removed. I understand your concerns and apologize for anyinconvenience or frustration you may have experienced regarding this matter.As you have requested, the Bank has removed your email address from the account.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted]:We received your recent complaint regarding the rnaurices credit card account. Cornenity Bank issuesmaurices credit cards, and we are here to help with your account-related questions and concerns. Yourcomplaint, addressed to the 8etter Business Bureau, was forwarded to my attention...
and I appreciate theopportunity to assist you.I understand from your complaint, you previously held a maurices credit card account with ComenityBank. In August 2013, the account was settled for a less than the full amount, paid off, and then closed.To date, Comenity Bank is reporting the above-mentioned account as late. Furthermore, you have filedseveral disputes, in-which the dispute resulted in your favor, and the reporting was found to beinaccurate. In addition, you contacted Comenity Bank to have this matter resolved; however, you wereconsistently transferred and required to leave messages. To date, you have not received a return call toaddress or resolve this matter. Lastly, you state, this matter is harming your credit, and effecting yourchance at purchasing a home.You are requesting Comenity Bank update the information to the credit reporting agencies to reflect thefinal payment in July 2013, and the account as settled with no additional late delinquencies after this date.Please be assured, the Bank has reviewed the issues in your complaint, and the applicable phoneconversation from July 9, 2015. We apologize if you felt that you did not receive the best customerservice. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner.Comenity Bank is committed to providing the best customer service and is disappointed when a customerfeels this standard was not met. Comenity Bank reports the same information to each of the national credit-reporting agencies. In theinterest of customer service, Cornenity Bank is not holding you responsible for the remaining balance of$102.33, due to the account being reported as closed settled. Please be assured, Comenity Bank sentnotification to the credit bureaus requesting the rnaurices credit card account be deleted from your creditreport. Please allow 45 days for this information to be updated in their records.I hope you find this information to be helpful. Should you have additional questions or concerns aboutthis issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would behappy to assist you.Sincerely,Geanine M[redacted]
Dear Ms. [redacted]We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues LANE BRYANT 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 concerns.We understand from your complaint that you purchased a bra from your LANE BRYANT retail store. You then fell ill and were hospitalized. While you were in the hospital your account was assessed late fees. You also indicate after being released from the hospital you placed a call to the Bank and were told that the Bank would credit half of the late fee assessed to the account in the amount of $15.00. Additionally, you state that you placed another call to the Bank and were advised that all fees would be removed. You are requesting to have all fees removed, and your credit file updated to show no delinquencies. We sincerely apologize for any confusion or inconvenience this matter has caused you. I am happy to share my findings.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement.Due to the non-receipt of statements, credits totaling $136.47 for the late fees and finance charges that were assessed to the account due to the non-receipt of statements. Additionally, your credit limit has been reinstated back to the original credit limit of $750.00. Please be assured, notification was sent to the national credit-reporting agencies, with instructions to delete the negative payment information regarding the LANE BRYANT account. Please allow the credit-reporting agencies 45 days to update their records.Enclosed please find copies of the monthly billing statements, for your records.We value you as a customer, and we hope you are feeling better. If you have any further questions about your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, Renee S[redacted]
I am rejecting this response because: everything I ordered was returned to the company. They need to find out what happened to the clothes. All the merchandise was in the bag with the striped pants suit which they have. I am not paying for merchandise I returned and quite obvious Venus has lost or an employee has stolen. This is the second time they have claimed they did not receive returned merchandise. I AM NOT PAYING FOR MERCHANDISE I DO NOT HAVE and RETURNED MONTHS AGO. The only merchandise I will pay for is the black ruffled shirt if I like it.
Regards,[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the above-referenced credit cardaccount. Comenity Bank issues MANDEE credit card accounts, and we are here to assist you with all account-relatedquestions. I appreciate the opportunity to respond to...
your concerns.We understand from your complaint that on October 1, 2009, a delinquent MANDEE account was paid and closed.The representative at a store location advised you that if the account was paid within 30 days it would be removed fromyour credit report. You state that it has been six and a half years and the account is still reporting. Additionally, weunderstand that you sent in correspondence on January 14, 2016, and have yet to receive a response. We understandyour concerns, and we sincerely apologize for any frustration or inconvenience this matter may have caused you.After a thorough investigation, our records indicate the MANDEE account was opened on April 24, 2008. The lastpurchase was mde on August 2, 2008, in the amount of $80.00. The last payment was made on May 22, 2009, in theamount of $15.00. The account was closed by the Bank on October 2, 2009, and reported as such to the nationalcredit agencies.Per our records, there is no indication that we received the correspondence from January 2016, as mentioned in yourcomplaint. We received the dispute that you submitted to the credit-reporting agencies in regard to the above referencedaccount. The Bank response was sent to the credit-reporting agencies on March 9, 2016.Please understand that Comenity Bank and MANDEE are two separate entities. The Bank is responsible for addressingquestions related to the credit card account; while MANDEE is responsible for handling matters related to sales,merchandise processing, returns, and shipping.We apologize for any misinformation you may have been given by a MANDEE store associate. Generally, delinquentaccounts will report for seven years from the date of first delinquency, and accounts in good standing will report for upto ten years from the date of last activity.You are a valued customer and we hope you find this information to be helpful. If you have any further questions,please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Diamond L[redacted]
Comenity Bank has received your correspondence you sent to the Revdex.com. Comenity Bank issues multiple credit card accounts, and we are here to answer your questions and assist with your concerns. We understand your concerns as explained in your correspondence. You...
state you had $50.00 on a pre-paid card (ISIS/serve card) and could not get the card to work. You called the company and were told they started charging a monthly fee, and now your balance is zero. They claimed an email was sent to you regarding the change. You state you never received an email, the funds were never supposed to expire, and the terms you agreed to were zero fees. Additionally, you state you were told if you wanted a refund you were supposed to respond to the email that was sent. You want a refund check sent to you. We would like to assist you in resolving this matter. Unfortunately, we are unable to resolve this matter, as Comenity Bank does not offer pre-paid cards. If you believe the pre-paid card is associated with an account that Comenity Bank offers, please contact me at the number below to provide additional information. 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
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Wayfair Card credit card. We are here to answer your questions and assist with your concerns. Your correspondence indicates your...
concern about the finance charges that were assessed to your account in connection to the purchase you made on a deferred-interest promotional plan. We have reviewed the concerns noted in your correspondence and we would like to provide you with the following information. The January 29, 2016 purchase for $918.19 was placed on a 12 months deferred interest payment required plan with an expiration date of January 29, 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. While we understand your concern, after our review of your account, we have determined the balance is accurate and no adjustments are needed. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Shelley A[redacted]
Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the accounts referenced above. Comenity Bank issues the above-referenced credit card accounts, and we are here to assist you with all account-related questions. I appreciate the opportunity to respond to your concerns. We understand from your complaint that you were never told your percent of interest before or after Comenity Bank started handling these accounts. You further state you never purchased anything from Roaman’s. You state you do not know what the interest rate is nor have you received a paper statement. Please be advised that Comenity Bank has been the financer of your above referenced accounts since the accounts were opened. Use of the accounts, or failure to close the accounts within 30 days of receiving the Credit Card Agreements (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. We previously issued a copy of the CCA and the billing statements for the accounts referenced above. Please be advised, per your CCA, your Annual Percentage Rate (APR), will vary with the market based on the Prime Rate. When the Prime Rate increases, previous charges will be charged the old APR rate and new charges, including late fees, will be charged the new APR. Please be advised that information regarding your APR can be found on each billing statement under the heading of “Interest charge calculation”. You are currently being offered the lowest APR available for the above referenced accounts. We understand that it may seem high especially when compared to some other bank card finance charge rates. However, please be aware that the credit card accounts referenced above charge no annual fees as many banks do. This factor alone can offset what appears to be the lower cost of having a bank card. Additionally, you can always pay the balance in full monthly to avoid paying finance charges on your balance. The Woman Within credit card account has a balance of $822.52, with a minimum payment of $140.00, due by October 3, 2016. The account is four billing cycles past due. Our records indicate the Roaman’s account was opened online on September 11, 2015. The Roaman’s® credit card account has a balance of $181.21, with a minimum payment of $35.00, due by October 3, 2016. The account is three billing cycles past due. Please keep in mind 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 and finance charge, as explained in the CCA. Should an account exceed six consecutive billing cycles past due, the account will be closed, written off, and reported to the national credit-reporting agencies as an unpaid debt. Since Woman Within and Roaman’s are owned by the same parent company, merchandise can be purchased from both entities using their credit card accounts interchangeably. As explained in our previous response, the charges applied to the Roaman’s account were for items purchased from Woman Within. If you have further questions regarding the orders billed to your accounts, please contact Woman Within at ###-###-####. Please be aware that you have selected paperless statements on both accounts. In our previous response we included copies of billing statements, as you requested. If you would like to receive paper statements each month, please contact our Customer Care team at ###-###-####. You are a valued customer and I hope this information is helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Amanda R**
We received your additional complaint, addressed to the Revdex.com, regarding theaccounts referenced above. Comenity Bank issues the above-referenced credit card accounts,and we are here to assist you with all account-related questions. I appreciate the opportunity torespond to your concerns.We understand from your complaint that you feel that you were being harassed with telephonecalls, and you are only able to pay $2500 per month.Our records indicate that we have previously responded to this issue. Enclosed, please find acopy of our response sent to you September 8, 2015.When the Bank's records show an account as delinquent, the Bank will make attempts tocontact you regarding the status of the account. Due to potential negative ramifications for ourcustomers if an account remains delinquent, Comenity Bank may call you until our attempt tocommunicate is successful. The Bank will make separate attempts for each account that isdelinquent.Our records indicate on July 6, 2015, we received your dispute, advising us you would only beable to pay $25.00 a month. We sent a response on July 14, 2015, stating we offer severalpayment programs, and to contact our collections department for more details. A copy of thisresponse is included for your records.The Bank understands that customers may experience difficulty making their payments due toeconomic factors. You may be eligible for enrollment in our Customer Hardship Program. Thisprogram provides customers with six to twelve months of special terms in order to bring andkeep the account current If you are interested in obtaining information on whether you qualifyfor this program, please call our Payment Solutions team at ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profitConsumer Credit Counseling Service (CCCS), organization for assistance. Their programs canprovide options such as reducin9 the interest rate and the minimum payment requirement, andcould include all of your creditors. Comenity Bank supports and participates in the programsprovided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####.As of the date of this leiter, the BrylaneHome®, Woman Within®, Full Beauty, and Avenueaccounts have been closed per your request. The Jessica London® and Roaman's® accountswill remain open.We hope you find this information helpful. If you have any questions. or need additionalassistance, please do not hesitate to contact me directly at ###-###-####, ext. ***(TDDfTTY ###-###-####). I will be happy to assist you.
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the RUNWAYREWARDS credit card. We are here to answer your questions and assist with your concerns. We understand you have concerns regarding the...
finance charge assessed to your account after you made a payment and you would like more information. You are requesting all charges be removed and no negative marks on your credit report. Your concern in regard to the charge is understandable. Your Credit Card Agreement states that interest charges begin on a transaction from the day it is added to the daily balance and continue until the balance is paid in full, unless your account is in a Grace Period. In addition, on the May 2017 billing statement, we included a reminder that said, in order to avoid interest on the Regular Revolving Credit Plan, you must pay your entire balance by the Payment Due Date each month. Please also keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, a late fee may be assessed to the account, as explained in the Credit Card Agreement. The May 2017 billing statement had a balance of $36.06 due by June 21, 2017. Your payment of $36.06 was received on June 22, 2017. Since the payment was not received by the due date, the account was no longer eligible for a Grace Period. Any time the full balance in the Regular Revolving Credit Plan is not paid by the Payment Due Date, the account will be assessed trailing interest finance charges, or a minimum interest fee. Once you have lost your Grace Period, new purchases are assessed interest from the transaction date until the date the payment is received. Once the account has a zero balance statement and does not carry any balance past the Payment Due Date, the Grace Period will begin again. Thereafter, if you pay the balance in full each month by the due date, there will be no finance charges assessed on purchases. As a courtesy, on August 15, 2017, we credited $1.00 for the finance charge that was previously assessed. As of the date of this letter, the account balance is zero. Please be assured, Comenity Bank has not reported negative payment information to the national credit-reporting agencies, regarding this matter. 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, Tionna M[redacted]
I allread told them and em now tell you I refus to pay one more dime on this account expeshly sins I have bin paying sins 2013 win a made the order for 239 doller order and have pade more then that amont I will not pay them nothing more
Regards, [redacted]
Dear Bunthuan Martin:Comenity Bank has received correspondence regarding the above-referenced account. ComenityBank issues the BrylaneHome credit card. We are here to answer your questions and assist withyour concerns.The Bank received your complaint in which you state you ordered drapes and rods in...
November2016. The drapes arrived about two weeks later; however, the rods were on backorder and didnot arrive until December 2016. You further state you later decided you did not like the drapes;therefore, you returned the drapes and rods and expected a full refund. However, you contactedthe Bank and were advised that a balance still remained on your account for the late fees andshipping and handling. You are requesting that your balance be brought to zero and to have yourname taken off the mailing list. We understand your concerns, and apologize for any frustrationthis may have caused you.Our records indicate that on January 4, 2017, a purchase of $248.90 posted to your account forfive curtains and four valances. On January 11, 2017, a statement was issued to you showing abalance of $248.90 with a minimum payment of $20.00 due by February 6, 2017. The Bank didnot receive a payment by the due date and as a result, a late fee was assessed to your account.Bank records further indicate that on January 16, 2017, there were four charges of $19.59 thatposted to your account for curtains. In addition, on February 7, 2017, a charge of $31.59 postedto your account for rods. On February 8, 2017, a statement was issued to you showing a balanceof $385.05 with a minimum payment of $35.00 due by March 6, 2017. The Bank received apayment of $35.00 on February 16, 2017.Please be advised that on February 23, 2017, a return credit of $251.90 posted to your account.In addition, a charge of $22.50 posted to your account the same day for the prepaid return labelused to make your return.Please keep in mind, when ordering merchandise by mail, your credit card account is charged forthe cost of the merchandise as well as shipping and handling. When the merchandise is returned,your account is credited for the cost of the merchandise only; shipping and handling is notrefunded. Furthermore, when returning merchandise with the prepaid return label provided withyour merchandise, your account is charged for the use of the label.Additionally, although you made a return, a minimum payment is still due on your account. Pleasebe advised that return credits do not cancel out the minimum payment due on your account.The Bank continued to send you statements showing your account still had a balance owing. Asa result of the balance not being paid in full, finance charges were assessed to your accountmonthly. I have enclosed your statements for your review.Comenity Bank has not found any errors on your account and we are unwilling to waive any fees,as they are valid.Your account was closed on March 17, 2017, and we have removed you from the mailing list.Please allow 6-8 weeks for mailings to stop.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,[redacted]Compliance Dept. – Consumer Responses
February 21, 2017 [redacted]
[redacted]
[redacted] RE: [redacted]
[redacted] Dear [redacted]: Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the [redacted] credit card. We are here to answer your questions and assist with your concerns. You mentioned that you received a pre-approval offer for a credit card account, so you contacted the Bank for processing. After approval, you paid the annual fee, attempted to use the account, and were advised it was closed by the Bank. You feel that the bank is closing accounts without valid reasoning, and shouldn’t be allowed to do so. We have researched your concerns and we would like to provide you with the following information. In regard to your account being closed, the Bank sent a letter on January 27, 2017, advising the account had been closed as a result of the number of recent inquiries on your credit report. A copy of this correspondence is enclosed with this letter. Please note the Credit Card Agreement (CCA) gives us the right to investigate customer credit records and to close an account at any time, for any reason. Please be advised that you will be receiving a refund check in the amount of $49.00, via separate mailing, in the next 14 business day. We apologize for any frustration or inconvenience this may have caused you. 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, [redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]:We received your complaint, submitted to the Revdex.com, regarding the abovereferencedaccount. Comenity Bank issues Victoria's SecretlPINK credit card accounts, and werespond to all account-related concerns. Your complaint was forwarded to my attention, and Iappreciate...
the opportunity to assist you.Your complaint states that you had switched checking accounts with your financial institution.When making online payments, you in entered the wrong account information, which resulted inthe return of your payment. The account was charged late fees and you were reported late tothe credit bureaus. Since then, you have lost the loan to finance your house. You called theBank because you state that no one contacted you over the payment issue and the associatewas rude, disrespectful, and stated that maybe you should look at your statements. It is yourrequests that the late payment be removed from your account.Bank records indicate that you made multiple online payments in March and April 2015. As aresult of invalid banking information being entered, the payments were returned and debitedback to your account. Additionally, the account was assessed late fees, reported as 30 daysdelinquent, and the account charging privileges were suspended. Enclosed are the billingstatements for your records.When the payment for $250.00 was scheduled online on April I 1, 2045, and returned to theBank on April 15, 201 5, we sent you a returned payment letter by mail. Enclosed is a copy foryour records. Additionally, the Bank's Payment Solutions team made attempts to contact youby telephone.On May 2, 2045, after submitting a survey, the Bank attempted ta call you so that we couldresolve this matter with as little inconvenience to you. Unfortunately, our attempt wasunsuccessful.Comenity Bank strives to provide world-class service to our customers and we are disappointedwhen this does not occur. We sincerely apologize that you felt you were disrespected at anytime during your call with our representative. Please be assured that we reviewed thetelephone call in question. Although, we did not find that our associate was rude ordisrespectful, we do believe there was a better way of handling your call and providing you withinformation that is more accurate. This information has been sent to our management team andtheir recommendations will follow.In the interest of customer service, we issued credits of $60.00 to your account to remove thelate fees. Additionally, we reinstated your credit limit of $1,850.00, and removed the 30-day latepayment for April 2015. Please be assured that we sent notification to the credit-reportingagencies with instructions to remove the late payment. Please allow them 45 days to updatetheir records.We encourage you to access your account online to ensure the banking information you havesaved is correct. You may also contact your financial institution to ensure you have the correctrouting number and banking account number. This will prevent payments from being returneddue to invalid banking information in the future.You are a valued customer and we wish you good health and the best of luck on any futurefinancing of a house. Should you have further questions or concerns, please do not hesitate tocontact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy toassist you.Sincerely,[redacted]Consumer Relations Specialist
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Lane Bryant credit card account. We 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 made. You contacted Account Assure to see if they would beable to assist you with making payments. You were advised, since you were on disability prior to enrollingin Account Assure, you were not eligible for their benefits. You state you asked for a refund and wereadvised it could take up to two weeks for a decision to be made. You 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 Assure. We 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, 2017. 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 account. On December 18, 2017, a credit of $18.97 was issued for the most recentlyassessed fee. An additional credit of $366.42 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 helpful. If you have any questions or concerns, please feel freeto contact me at [redacted]Sincerely,Alyson F[redacted]Compliance Dept. – Consumer Responses
Comenity Bank (Bank) has received correspondence regarding the above-referenced account. Comenity Bank issues the RH credit card. We are here to answer your questions and assist with your concerns.The Bank received correspondence which states that the account was reported to the credit bureaus while...
in dispute and that third parties were contacted regarding the status of the account. Furthermore, it stated that the customer services received was bad.We understand the concerns and apologize for any inconvenience or frustration this matter may have caused.We previously received and responded to correspondence submitted on your behalf from [redacted] regarding this same matter. Please find enclosed a copy of our previous response sent to you on December 19, 2017.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 V[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]We have received the complaint regarding the above-noted account. Comenity CapitalBank issues Ideal Imagecredit accounts, and we respond to all account-related concerns. Your complaint, addressed to the BetterBusiness Bureau, was forwarded to my attention, and I appreciate the...
opportunity to assist you.In your complaint, you state that you financed laser treatments on your Ideal Image account and it was placedon an interest free plan; however, you were not aware that the promotional plan was for 18 months. Furthermore,you state that you were not advised that if the balance was not paid in full, your account would be assessed theaccrued finance charge. You are requesting that the accrued finance charge assessed to your account bewaived. I understand your concerns and apologize for any inconvenience or frustration this matter may havecaused you.Our records indicate that on November 15, 2014, a purchase of $2,775.00 posted to your account and was placedon an 18-month deferred interest, payment required plan that was set to expire on May 18, 2016. For purchaseson these plans, the customer is required to make payments on the promotional plan balance based on thestandard repayment terms for their account. Interest is accrued (calculated, but not added to the balance) and ifthe balance is not paid in full by the plan end date, the accrued finance charges, which were calculated from thedate of the original purchase, will be added to the deferred balance, and this balance will be moved to thecustomer’s revolving balance. Please be advised that the information regarding your promotional plans appearedon your monthly billing statements, under the heading, “details of your plans”. I have enclosed your billingstatements for your review.Please be advised that a statement was issued to you on May 12, 2016, showing a balance of $240.00 with aminimum payment of $27.00 due by June 7, 2016. Under the “details of your plans” section of your statement, itstated that the promotional balance of $240.00 needed to be paid by May 18, 2016, to avoid the accrued financecharge. As a result of the promotional balance not being paid in full by the plan expiration date, the accruedinterest of $520.51 was assessed to your account on May 18, 2016, and the remaining promotional balance of$190.00. was moved to revolving, which is subject to normal monthly finance charges.Comenity Capital Bank did not find any errors with the account; therefore, we are unwilling to remove any fees,as they are valid.We hope that this information is helpful. Should you have any additional questions or concerns, please do nothesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happyto assist you.Sincerely,Jenny W[redacted]
they didn't really settle or adjust any of the interest paid on the card for the period thats was paid.
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to assist you. We understand from your complaint that your Victoria’s Secret/Pink account was downgraded from a Forever tier to a VIP tier, and the birthday coupon was less than what you typically have received. After calling the Bank and getting numerous apologies, you were advised that due to the lack of points needed to remain a Forever status, your account was downgraded in August 2015. You also state that prior to getting the right information, you had been advised of incorrect information and nothing is done but an apology and an offer for a $5.00 coupon. You refuse to pay the remainder of your balance due to the situation, and you do not want this to affect your credit score. You would like the Bank to waive the recent transaction on your account, reinstate the Forever status, and give you the points you would have earned on the transaction. Our records indicate that your Victoria’s Secret/PINK account was downgraded from the Forever status to the VIP status in March 2015, due to lack of points needed in a 12 month period. As indicated in the rewards information; maintaining the Forever status, cardholders need to earn a minimum of 1,000 points per year to maintain their Forever status. The earnings period run from February through January each year. These indicators and points information are listed on the billing statements and the online Account Center, notating how many points customers need to earn to maintain the Forever status and if the Forever status has been maintained for the year. If enough points were not earned, cardholders are reset to the VIP tier in the set timeframe. As a result of the above explanation, you did not meet enough points to maintain your Forever status and the account was downgraded to the VIP tier in March 2015. Additionally, the VIP tier earns a $10.00 birthday coupon versus a $15.00 coupon and why you only received the $10.00 coupon. You made a recent purchase for $130.31 charged to your account on September 23, 2015. The Bank is unwilling to waive this transaction; however, as a courtesy, we issued the account a $5.00 credit adjustment, to offset your birthday coupon. Additionally, in the interest of customer service, we issued your account a 1,000 point adjustment, which will systemically upgrade your account to the Forever tier within the next one to two billing cycles. Please understand that if you refuse to pay for the remaining balance on your account, you would be assessed late fees and finance charges, and the account would be reported delinquent to the credit bureaus, as explained in the Credit Card Agreement (CCA). Furthermore, you requested to close the account on October 26, 2015, which would prevent you from making further purchases and earning points going forward. As such, we reopened the account so you can take advantage of the upgrade and points going forward. Again, we sincerely apologize for any confusion, frustration, or inconvenience you have experienced. It is never the Bank’s intention to cause a customer a hardship. You are a valued customer and I hope this information has been helpful. If you have further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Shawnda Y[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the RoomPlace credit card. We are here to answer your questions and assist with your concerns. ...
You state that your promotional purchase of 48 months interest free is not evenly distributed over the length of the 48 months, and that the payments are based on a percentage that has no logical explanation. You further state that your payments are different every month, and would not add up to your total balance over the promotional period. When you contacted customer service and spoke with a representative regarding this matter, a dispute was filed; however, the dispute was denied, and your payment was doubled. You spoke with another representative who provided an illogical reason why the payments would be $305.00 per month. You are requesting to have equal monthly payments that would pay off your balance within the promotional period with interest free. We sincerely apologize for any frustration or inconvenience this matter may have caused you. We have reviewed your account, and we are happy to share our findings. Our records indicate that a purchase of $4,510.56 was charged to the account on October 10, 2016, and was placed on a 48-month deferred interest, payment required, promotional plan, scheduled to end on December 24, 2020. Another purchase of $899.98 was charged to the account on October 10, 2016, and was placed on a 48-month deferred interest, payment required, promotional plan, scheduled to end on December 24, 2020. On October 25, 2016, you contacted the Bank and spoke with representatives of the Bank. When you spoke with the representatives you stated that your purchase should be on a 48-month equal payment plan with no interest, and you stated that the minimum payment amount of $190.00 was incorrect. As a result, an over the telephone billing dispute was filed. At the time the dispute was filed, the representative said she would process the dispute so that you have the equal payment plan, and the representative indicated on the dispute that you wanted the purchases placed on the 48-month equal payment plan. While investigating the billing dispute, we contacted the RoomPlace and obtained copies of the signed sales receipts from the $4,510.56 and $899.98 purchases. The receipts reflected that the purchases were placed on 48-month deferred interest, payment required, promotional plans, scheduled to end on December 24, 2020. We understand that you were not disputing making the purchases. However, because you were disputing the promotional plan that your purchases were placed on, a provisional credit was applied to the account while your dispute was being investigated. When the dispute was completed, and the provisional credit was reversed, it was inadvertently applied as a revolving balance. As a result, your minimum payment on your December 2016 statement was listed as $305.00. Please be assured, we have made the necessary adjustments to the account so that no amount shows as a revolving balance; however, the purchase of $4,510.56 and the purchase of $899.98 are listed as 48-month deferred interest, payment required promotional plans. This information will appear on your billing statement which was issued on January 16, 2017. Because of this correction, your minimum payment will be equal to or less than $168.00 monthly. Based upon your complaint, the Bank reviewed the applicable phone conversations. Calls and letters of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Laura R[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 answeryour questions and assist with your concerns.We understand from the correspondence that your email address is on your...
husband’s accountand you are requesting to have it removed. I understand your concerns and apologize for anyinconvenience or frustration you may have experienced regarding this matter.As you have requested, the Bank has removed your email address from the account.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted]:We received your recent complaint regarding the rnaurices credit card account. Cornenity Bank issuesmaurices credit cards, and we are here to help with your account-related questions and concerns. Yourcomplaint, addressed to the 8etter Business Bureau, was forwarded to my attention...
and I appreciate theopportunity to assist you.I understand from your complaint, you previously held a maurices credit card account with ComenityBank. In August 2013, the account was settled for a less than the full amount, paid off, and then closed.To date, Comenity Bank is reporting the above-mentioned account as late. Furthermore, you have filedseveral disputes, in-which the dispute resulted in your favor, and the reporting was found to beinaccurate. In addition, you contacted Comenity Bank to have this matter resolved; however, you wereconsistently transferred and required to leave messages. To date, you have not received a return call toaddress or resolve this matter. Lastly, you state, this matter is harming your credit, and effecting yourchance at purchasing a home.You are requesting Comenity Bank update the information to the credit reporting agencies to reflect thefinal payment in July 2013, and the account as settled with no additional late delinquencies after this date.Please be assured, the Bank has reviewed the issues in your complaint, and the applicable phoneconversation from July 9, 2015. We apologize if you felt that you did not receive the best customerservice. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner.Comenity Bank is committed to providing the best customer service and is disappointed when a customerfeels this standard was not met. Comenity Bank reports the same information to each of the national credit-reporting agencies. In theinterest of customer service, Cornenity Bank is not holding you responsible for the remaining balance of$102.33, due to the account being reported as closed settled. Please be assured, Comenity Bank sentnotification to the credit bureaus requesting the rnaurices credit card account be deleted from your creditreport. Please allow 45 days for this information to be updated in their records.I hope you find this information to be helpful. Should you have additional questions or concerns aboutthis issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would behappy to assist you.Sincerely,Geanine M[redacted]
Dear Ms. [redacted]We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues LANE BRYANT 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 concerns.We understand from your complaint that you purchased a bra from your LANE BRYANT retail store. You then fell ill and were hospitalized. While you were in the hospital your account was assessed late fees. You also indicate after being released from the hospital you placed a call to the Bank and were told that the Bank would credit half of the late fee assessed to the account in the amount of $15.00. Additionally, you state that you placed another call to the Bank and were advised that all fees would be removed. You are requesting to have all fees removed, and your credit file updated to show no delinquencies. We sincerely apologize for any confusion or inconvenience this matter has caused you. I am happy to share my findings.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement.Due to the non-receipt of statements, credits totaling $136.47 for the late fees and finance charges that were assessed to the account due to the non-receipt of statements. Additionally, your credit limit has been reinstated back to the original credit limit of $750.00. Please be assured, notification was sent to the national credit-reporting agencies, with instructions to delete the negative payment information regarding the LANE BRYANT account. Please allow the credit-reporting agencies 45 days to update their records.Enclosed please find copies of the monthly billing statements, for your records.We value you as a customer, and we hope you are feeling better. If you have any further questions about your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, Renee S[redacted]
I am rejecting this response because: everything I ordered was returned to the company. They need to find out what happened to the clothes. All the merchandise was in the bag with the striped pants suit which they have. I am not paying for merchandise I returned and quite obvious Venus has lost or an employee has stolen. This is the second time they have claimed they did not receive returned merchandise. I AM NOT PAYING FOR MERCHANDISE I DO NOT HAVE and RETURNED MONTHS AGO. The only merchandise I will pay for is the black ruffled shirt if I like it.
Regards,[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the above-referenced credit cardaccount. Comenity Bank issues MANDEE credit card accounts, and we are here to assist you with all account-relatedquestions. I appreciate the opportunity to respond to...
your concerns.We understand from your complaint that on October 1, 2009, a delinquent MANDEE account was paid and closed.The representative at a store location advised you that if the account was paid within 30 days it would be removed fromyour credit report. You state that it has been six and a half years and the account is still reporting. Additionally, weunderstand that you sent in correspondence on January 14, 2016, and have yet to receive a response. We understandyour concerns, and we sincerely apologize for any frustration or inconvenience this matter may have caused you.After a thorough investigation, our records indicate the MANDEE account was opened on April 24, 2008. The lastpurchase was mde on August 2, 2008, in the amount of $80.00. The last payment was made on May 22, 2009, in theamount of $15.00. The account was closed by the Bank on October 2, 2009, and reported as such to the nationalcredit agencies.Per our records, there is no indication that we received the correspondence from January 2016, as mentioned in yourcomplaint. We received the dispute that you submitted to the credit-reporting agencies in regard to the above referencedaccount. The Bank response was sent to the credit-reporting agencies on March 9, 2016.Please understand that Comenity Bank and MANDEE are two separate entities. The Bank is responsible for addressingquestions related to the credit card account; while MANDEE is responsible for handling matters related to sales,merchandise processing, returns, and shipping.We apologize for any misinformation you may have been given by a MANDEE store associate. Generally, delinquentaccounts will report for seven years from the date of first delinquency, and accounts in good standing will report for upto ten years from the date of last activity.You are a valued customer and we hope you find this information to be helpful. If you have any further questions,please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Diamond L[redacted]
Comenity Bank has received your correspondence you sent to the Revdex.com. Comenity Bank issues multiple credit card accounts, and we are here to answer your questions and assist with your concerns. We understand your concerns as explained in your correspondence. You...
state you had $50.00 on a pre-paid card (ISIS/serve card) and could not get the card to work. You called the company and were told they started charging a monthly fee, and now your balance is zero. They claimed an email was sent to you regarding the change. You state you never received an email, the funds were never supposed to expire, and the terms you agreed to were zero fees. Additionally, you state you were told if you wanted a refund you were supposed to respond to the email that was sent. You want a refund check sent to you. We would like to assist you in resolving this matter. Unfortunately, we are unable to resolve this matter, as Comenity Bank does not offer pre-paid cards. If you believe the pre-paid card is associated with an account that Comenity Bank offers, please contact me at the number below to provide additional information. 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
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Wayfair Card credit card. We are here to answer your questions and assist with your concerns. Your correspondence indicates your...
concern about the finance charges that were assessed to your account in connection to the purchase you made on a deferred-interest promotional plan. We have reviewed the concerns noted in your correspondence and we would like to provide you with the following information. The January 29, 2016 purchase for $918.19 was placed on a 12 months deferred interest payment required plan with an expiration date of January 29, 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. While we understand your concern, after our review of your account, we have determined the balance is accurate and no adjustments are needed. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Shelley A[redacted]