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]
You are reporting my account as late because of your error in losing a payment- not mine. I would like for you to remove the late payment reports since I paid you as agreed, but you LOST the payment. Your error, not mine. My credit union is sending the information directly to you for verification (which is ridiculous that the burden is placed on me, when the error is on your end!). I already provided a screenshot of my credit union account and a check number, but now you want additional information. You then put my account under investigation and took a long time only to end up asking me for additional information, which I had already provided. Who not make your customers happy? All I am trying to do is clear this up. Look at my credit report and you will see I pay my accounts on time. I worked long and hard to restore my credit after a disastrous divorce, and have come a long way for my credit score to take a downwards turn because of this! I paid my last payment directly at the store for fear you might make an error again. I opened this account in an effort to continue to IMPROVE my credit. I have store cards with Amazon and a credit card with my credit union-- both paid on time, and often twice a month. The only reason this has happened is because you lost my payment! Please do the right thing!Thank you.
[redacted]
Dear [redacted] Comenity Bank has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns. Your complaint states you received a...
bill in the amount of $98.14; however, you made a return and only kept items totaling $34.90. Therefore, the bill you received was incorrect, as the credit for your return was not reflected. You further state that your April 2016 billing statement showed a balance of $61.77; however, you state this was incorrect, as you were over charged. Furthermore, you made a payment of $44.80 to settle the dispute; however, you are still receiving statements showing a balance owing. You are requesting that your account balance be brought to zero and your payment history be updated. Additionally, you request an apology and restitution from Woman Within and Comenity Bank. We understand your concerns, and apologize for any frustration this may have caused you. Our records indicate that on March 1, 2016, a Woman Within account was opened in the name of [redacted] On March 3, 2016, purchases of $32.98 and $65.16 posted to your account. A statement was issued to you on March 11, 2016, showing a balance of $98.14, with a minimum payment of $20.00 due by April 6, 2016. Bank records further indicate that on March 23, 2016, a return credit of $34.78 posted to your along with a charge of $15.00 for the return label. Please be advised when making a return, if you use the prepaid label included in your order to make returns, your account will be charged for that label. Furthermore, on April 1, 2016, there were two credit adjustments made on your account; one for $7.99 and another for $24.99. In addition, on April 4, 2016, a credit adjustment of $20.39 and a charge adjustment of $34.78 were applied to the account. A new statement was issued to you on April 10, 2016, showing a balance of $61.77 with a minimum payment of $20.00 due by May 6, 2016. Please be advised the Bank received your payment of $44.90 on April 28, 2016. This payment left a balance of $16.87 owing on your account. Our records further indicate that on May 9, 2016, the Bank issued you a letter advising you the balance of $16.87 was valid. For your records, we have enclosed a copy of this letter along with the referenced statements. Bank records further indicate that in October 2016, you spoke with one of our representatives, who advised you a credit would be issued to your account to bring the balance to zero. We apologize this was not done. We have issued credits to bring your balance to zero. Furthermore, we have updated your payment history to show that you were not delinquent with us. Please allow 45 days for the credit agencies to update your information. The Bank respectfully denies your request for further restitution. 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, Jenny W[redacted]
Dear [redacted] We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to assist with account-related questions. Your inquiry was forwarded to my attention, and I appreciate the opportunity to assist you. We understand from the complaint that you completed the Statement of Fraud and Forgery (SOFF), and filled a fraud alert with Experian. Please be assured our Account Protection (Fraud) team has opened fraud case [redacted] and the investigation is underway. Please be advised that fraud investigations can take up to 90 days to complete. Written notification will be sent to you upon completion of the investigation. We assure you that we will do everything to resolve this situation with as little inconvenience to you as possible. Please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####) with any questions or concerns and reference the case number. They will be happy to assist you. Sincerely, Kaija M[redacted]
Dear [redacted]Thank you for contacting Comenity Bank regarding the above-referenced account. As the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questions. Your complaint, submitted to the Revdex.com, was forwarded to my attention...
for review, and I appreciate the opportunity to assist you.We understand that unintentionally missed making the full minimum payment due that was reflected on the monthly billing statement. As a result, your account was assessed a late fee. You requested the late fee to be removed and, unfortunately, because you had a partial late fee removed previously, the associate would not credit the current late fee.Bank records indicate that a minimum payment of $30.00 was due on December 2, 2015. The Bank received a $25.00 payment on November 30, 2015, which was less than the requested minimum due; therefore, your account was assessed a late fee.In the interest of customer service, we issued credit of $30.00 to the account to remove the late fee previously assessed. This credit will reflect on your next month’s billing statement.Please understand that when a payment is not made, made after the payment due date, or made for less than the required minimum payment due, the account will be assessed a late fee per the Bank’s Credit Card Agreement (CCA).You are a valued customer and we hope this information is helpful. If you any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
August was not last time I contacted you about the situation. I responded to that request for information with two letters from my bank in September. I have attached those letter again
Regards, [redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Diamond Elite credit card. We are here to answer yourquestions and assist with your concerns.We understand your concerns regarding the Diamond Elite credit card account, which is...
reportingto your credit report. We also understand that this account is not your debt and you request theBank to remove the account from your credit file. We sincerely apologize for the frustration andinconvenience you have experienced as a result of this matter.After researching the account, we found that it was closed for fraud on June 15, 2016, and youwere deemed not responsible for the account. However, the account had been sold to an alternatelender on February 19, 2016, prior to the fraud claim and investigation. The Bank requested thenew creditor to return the account to the Bank, which was completed on July 12, 2016. As a result,the account status was updated, which removed the fraud write off status.To correct this, we have updated the account status to reflect a “Fraud Write-Off”. Additionally,we sent notification to the national credit-reporting agencies with instructions to delete theDiamond Elite account, in its entirety, from your credit bureau report. Please allow the creditreportingagencies 45 calendar days to update their records.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 10622718, and find the resolution is satisfactory to me.
Regards,
Latia Stewart
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. As the bank that issues dots credit card accounts, Comenity Bank is here tohelp with your account-related concerns. I appreciate the opportunity to assist you.We understand...
from your complaint that in November or December you were contacted by theBank and were offered a payment plan to pay $42.00 a month to bring your account current onthe fourth month, at which time you would go back to your normal monthly payment. You statethat you were not informed by the representative that although you were making payments perthe arrangement, your account would continue to be charged late fees. We further understandthat you are requesting to have the late fee amount of $105.00 credited to your account. Weapologize for the frustration you may have experienced as a result of this situation.Please be advised that we have reviewed the conversation regarding the payment arrangement,and we are happy to explain our findings.On October 23, 2015, you were contacted by the Bank in an attempt to collect on the above-referencedaccount. You were advised that the account balance at the time was $901.31, with aminimum due of $143.00, and a past due amount of $111.00. You advised the representativethat you had decreased your hours at work and would not be able to pay the past due amount onthe account, and requested a payment arrangement.The representative you spoke to advised that you could pay the amount of $42.00 for threemonths, and your account would resume to the minimum amount due and your account wouldbecome current. You opted to sign up for the payment arrangement and scheduled the paymentsof $42.00 with your personal account information. The payment dates that you agreed to werefor the 27th of October, November, and December.After setting up the arrangement, you asked if a late fee would be added to the account, as youwere making the arrangements. The representative advised that there would be another late feeadded except for the last month of the plan, as the account would become current. You werealso advised that after the third payment your account would report current to the national credit-reportingagencies.In the interest of customer service, a late fee credit was issued on March 25, 2016, in the amountof $35.00.After a review of the dots account, your balance as of April 22, 2016, is $1,038.91. The accountis currently three billing cycles past due. Should the account exceed six consecutive billing cyclespast due, the account will be written-off as an unpaid debt, and reported as such to the nationalcredit-reporting agencies.We value you as a customer, and hope you find this information to be helpful. If you have anyfurther questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). 1 will be happy to assist you.Sincerely,Diamond L[redacted]
Comenity Bank received the complaint for [redacted]. In order to properly research this complaint, we require additional time to complete our investigation. We would like a due date extension until 07/03/2017. Please let me know if this extension date is not approved. Thank you,
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Pier 1 Imports® credit card accounts, and we respond to account-related questions. Your correspondence...
was forwarded to my attention, and I appreciate the opportunity to respond to yourconcerns.We understand that it was not your intention to apply for a Pier 1 Imports® credit card account and that you were under the impression that you were receiving a Pier1 Imports® rewards card. Additionally, you thought the purchase you made was charged to your Visa card. I certainly apologize for any frustration or inconvenience you may have experienced regarding this issue. Our records indicate that an application was processed in store on March 23, 2015. An account was created and a purchase of $319.52 was applied to the account. Our records indicate a welcome kit, which included your credit card and Credit Card Agreement, and billing statements were sent to the address listed above. We have no record of the welcome kit or billing statements being returned as undeliverable.Your payment of $406.26 was received on July 24, 2015. An additional payment of $33.11 was received on August 18, 2015. Please be advised that we have removed all of the previously assessed finance charges and late fees. We have requested a refund check in the amount of $119.85. The refund check should be received within fourteen days under separate mailing.Since you state this application was processed without your permission, we have sent notification to the national credit-reporting agencies to remove the inquiry and account, in its entirety, from your credit report. Please allow 45 days for the credit bureaus to update their records.We hope this information is helpful. Should you have any other questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Ashley H[redacted] [redacted]
It has been 7 months and there IT Department has not fixed the problem. In 7 months all I was able to do was rec. my bills and pay them by calling the Customer Service Department, which was time consuming. I lost out on a lot of sales during that time and a lot of personal time time calling them every month to fix the problem. They acted like my time was not important and when I told them I was going to file a complaint their attitude changed , but they still did not fix the problem. As of December 31st I do not owe any money.
Regards, [redacted]
Comenity Bank has received your correspondence regarding the above-referenced account.Comenity Bank issues the Pier 1 Rewards Credit Card. We are here to answer your questionsand assist with your concerns.I understand from your complaint that in February you submitted an online bill payment for...
yourPier 1 Rewards credit card, but the payment was returned as an inactive account, and you aredisputing the late fee of $37.00 accessed to the account.Our records indicate the account billed on January 9, 2017, with a balance of $27.00 and aminimum payment of $27.00 due by February 4, 2017. As no payment was received by the duedate, late fee and finance charges were assessed to the account.Please be advised that when payments are not received, are received after the due date, or madefor less than the minimum required, the account will be assessed a late fee. Any time a balanceis carried over from one billing cycle to the next, a finance charge is assessed to the account asoutlined in the Credit Card Agreement.Our records indicate that a payment of $38.63 posted on your account on March 10, 2017, andin the interest of customer service, we have issued credits totaling $28.25 to remove thepreviously assessed late fee and finance charges. As a result, your account is not eligible for anadditional late fee credit at this time. The balance as of the date of this letter is $34.00, and theaccount is currently two billing cycles past due.Although we currently do not offer automatic payments, to provide the best customer servicepossible, we offer multiple ways to make a payment. Choose a payment method that’s right foryou.In-store: If the retailer listed on your card has a store near you, you may be able to drop off yourpayment in the store so it can be applied to your account on the same day. Check the back ofyour billing statement to see if in-store payments are available for your account.Online: Online payments submitted before 8 p.m. Eastern Time (ET) can be credited to youraccount same-day. Online payments submitted after 8 p.m. ET will be credited the following day(or on your future scheduled payment date). Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your Pier 1 Rewards CreditCard account.Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing a week for the payment to arrive. If you’re a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Phone: If you need to make a same-day payment, you may call us at the phone number on theback of your billing statement before 8 p.m. ET to speak to a customer care representative. A feemay apply to same-day, expedited payments made with the representative.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Shelley A[redacted]Compliance Dept. – Consumer Responsescc: Better Business Burea
Im not gona sit here and let you tell when I did or didnt log onto zales website. If one of my bills wasnt paid then of them would get paid, I log on the at the beginning of each month to pay ALL of my bills. U can have all the records in the world but are ypu trying to tell me your an expert with the internet and theres absolutely no way that there could of been a system error with yoir website! This is hardly about the money! At this point I could care less about it, I do know 1 thing that your customer service and policies are (word rejected) poor and ive spent a ton of money with zales and through comenity bank between quite a few cards, im paying them all off and never gona give you people the time of day or another dime from my wallet!
Regards, [redacted]
Dear [redacted] We received a complaint, addressed to the Revdex.com, regarding the above-referenced credit card inquiry. Comenity Bank issues Ashley Stewart® credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. You state that a credit inquiry was placed on your Equifax credit bureau report from Comenity Bank/Ashley Stewart in May 2015. You are requesting Comenity Bank research and provide documentation regarding the inquiry or remove the inquiry from your credit bureau report. We have reviewed our records and we are happy to share our findings. Bank records indicate that on May 9, 2015, an application for an Ashley Stewart® credit card account was submitted. The application was declined, and on May 10, 2015, a letter was sent to you explaining the reasons. We have enclosed a copy of this letter, for your review. Although we find the credit inquiry dated May 9, 2015, to be valid, in the interest of customer service, we have sent notification to the national credit-reporting agencies with instructions to remove the credit inquiry, regarding the Ashley Stewart® credit card application, from your credit bureau report. Please allow the credit-reporting agencies 45 days to update their records. We hope you find this information helpful. If you have any further questions or concerns, regarding this matter, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted]
[redacted]
Dear [redacted] We have received your additional complaint submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Buckle credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your concerns. You state that you paid last months payment on time. You also state that you should be reimbursed for the late fee charged because the payment was not late. Bank records indicate a statement was issued May 6, 2016, with a balance of $396.86 and a minimum payment of $27.00 due by June 1, 2016. The payment of $50.00 was received on June 2, 2016. As stated in our prior correspondence; when payments are not received, are received after the due date, or are made for less that the minimum required, the account will be assessed a late fee as outlined in the Credit Card Agreement. The late fee assessed on June 5, 2016, is valid and will not be removed. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Kaija M[redacted]
Dear Ms. [redacted]:We are in receipt of your complaint regarding the above-referenced account. Comenity Bankissues rnaurices credit card accounts, and we respond to all account related questions. Yourcomplaint, addressed to the Revdex.com, was fowarded to my attention, and 1appreciate the...
opportunity to respond to your concerns.We understand from your complaint, you applied for the maurices credit card in 2014, and firstutilized your account in June 2016. You advise you received your first bill in August 2016;however, this was after receiving a call from our Collections Department advising your mauricespayment was delinquent. Per your complaint, you advised the collections representative that youwould schedule an online payment on Monday; however, the representative, who you feel wasrude, continued to pursue an immediate same day payment.As promised, you scheduled your online payment of $30.00, on August 8, 2016, and scheduledthe remaining balance on September 9, 2016. However, you received a notice via mail onSeptember 25, 2016, advising a $27.00 late fee was assessed to your account. You contactedComenity Bank via the Secured Messaging Center and later by phone, to request the late fee beremoved; however, your request was denied. In October, you received an additional call advisingyou now owe a balance af $55.00, in which you advised our representative that you have notreceived your monthly billing statements, and you paid the balance in full in September of 2016.Therefore, you will not pay the late fees assessed to your account. You advise the representativewas rude, and you requested to be transferred to a supervisor; however, your call wasdisconnected.On November 25, 2016, you received a call in which you immediately requested to speak to asupervisor. You state you were transferred to a Resolution Specialist by the name of Ellen, whoadvised she was able to waive the $37.00, late fee; however, you will have to pay the remainingbalance.You are requesting Comenity Bank waive all the fees assessed as a result of this matter, and toclose your maurices credit card account.Comenity Bank would like to apologize for the inconvenience and frustration this matter may havecaused you. Please be assured, we have reviewed the concerns in your correspondence as wellas the applicable telephone conversations. We apologize if you felt you did not receive the bestcustomer service. We never intend to treat our customers in a less-than-satisfactory manner. Weare committed to providing the best customer service and are disappointed when a customer feelsthis standard was not met.Bank records indicate your account was registered through our online Account Center on August25, 2014, which provides accountholders the ability to view statements and make paymentsonline. On the same date, you chose paperless statements, meaning you will receive yourstatements online versus postal mail. When enrolled in paperless statements, we will send youa monthly Statement-Ready-Email (SRE), notifying the statement is available to be viewed.The last SRE was sent on December 16, 2016, and we do not have record af emails beingreturned as undeliverable from the email address you provided. Please be aware that the duedate on your account is the 7th of each month.Please be advised, when the requested minimum payment has been received after the due date,your account will be assessed Bank fees. Use of the account, or failure to close the accountwithin 30 days of receiving the Credit Card Agreement indicated your acceptance of the terms ofthe agreement, including the assessment of any finance charges and fees. I have enclosedcopies of the billing statements which show the account activity that comprised the accountbalance.Lastly, in the interest of customer service, previously assessed Bank fees totaling $51.00, havebeen credited to the maurices account. Your account now reflects a credit balance of $19.00. 1have requested a refund check, which you should receive within 10-14 business days in aseparate mailing. Per your request, effective December 15, 2016, your maurices account wasclosed.I hope you found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####, ext. [redacted] 41 (TDD/lTY 1-[redacted]). I would behappy to assist you.Consumer Relations SpecialistCC: Revdex.com
Dear [redacted]We received your complaint, submitted to the
Revdex.com, regarding the above-referenced account. Comenity Bank issues Express credit card accounts,
and we are here to help answer account-related questions. I appreciate this opportunity to address...
your
concerns. We understand from your complaint that you
were under the impression that the account was enrolled in automatic bill pay
to pay your monthly payments. It was not
until you viewed your credit report that you realized payments were not being made
to the account automatically Once you
were aware you contacted the Bank, and were advised the account does not have
an automatic bill pay option; at which time, you offered to pay the account in
full in exchange for an update to your credit report. We apologize for any frustration this matter
has caused you.To provide the best customer service
possible, please note the following ways in which payments can be made. Online: Online payments
submitted before 11:00 p.m. Eastern Time (ET) can be credited to your account
the same day. Online payments submitted
after 11:00 p.m. ET will be credited the following day (or on your future
scheduled payment date). This disclosure
is provided to a customer prior to confirming the payment. Please note that it may take up to two
business days to complete the financial transfer from your personal bank
account to your Express account. 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. If you are a paperless
customer, print out a payment stub on the online account management site so
your payment is processed as quickly as possible. 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 to speak to a Customer Care
representative. A processing fee of $9.00
applies to same-day payments made with the representative. Please be advised this option provides our
customers assurance that a payment has been received on the account. Additionally, the processing fee is minimal
compared to a possible late fee, and is added to the total balance. You may also complete a payment in the automated
system with no fee.Although the Bank finds no error, in the
interest of customer service, we have issued a credit of $58.46 for the late
fees and finance charges assessed for the September 2015 and October 2015 billing
cycles. As of the date of this letter
your current balance is $36.86.Furthermore, we have sent instructions to the
credit-reporting agencies to remove the recent delinquencies reported. Please allow the credit bureaus 45 days to
update their records.We hope this information is helpful. Should you have any other questions or
concerns regarding this letter, please feel free to contact me directly at
###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,Kaija M[redacted]
Dear Ms. [redacted] Thank you for contacting Comenity Bank. As the bank that issues Victoria’s Secret credit card accounts, we are here to answer account-related questions. Your complaint submitted to the Revdex.com was forwarded to my attention for review. I appreciate the...
opportunity to assist you. Your complaint states that the bill is $420.00 and that $180.00 of the balance is from late fees. No help was given after speaking to a female representative; only that she was going to credit a fee of $8.00 and a fee of $25.00. Although you find some of the interest charges valid, you request the Bank to credit the account for all the late fees and the Account Assure fees. Furthermore, you indicate that after these credits you will owe $280.00 which you will pay in full immediately. Please find a summary of your account below. I have enclosed a copy of the account Credit Card Agreement (CCA), as well as copies of the monthly billing statements which show the account activity that comprised the account balance. Please note that use of the account or failure to close the account within the 30-days of receiving the CCA indicates acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Bank records indicate that you enrolled in the Account Assure Program, which is an optional debt cancellation program, on November 10, 2014. Your account has been assessed $56.08 in Account Assure fees between December 2014 and March 2016. On March 21, 2016, after speaking to a Bank associate, you acknowledged enrollment; however, you requested credit for the fees. The Account Assure Program was cancelled; however, the account was not issued credit for any fees. As a courtesy, we issued full credit totaling $56.08 to your account to refund the fees. Furthermore, your account has been assessed late fees on multiple occasions for non-payment or payment being received after the due date. As stated in the CCA, if payment is not received, received for less than the minimum due, or received after the due date, the account will be assessed a late fee. As a courtesy, we issued a $25.00 late fee credit to your account. However, we are unwilling to issue credit for any additional late fees as they are valid. The credits mentioned above will reduce the account balance, and will reflect on the April 5, 2016, billing statement. However, the current minimum payment due of $45.00 by April 1, 2016, remains the same. As of today’s date, the account is one billing cycle past due. If payment of $45.00 is not received by the April 1, 2016, due date, the account will be assessed an additional late fee. The Bank understands that customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our Customer Hardship Program. This program provides customers with six to twelve months of special terms in order to bring and keep the account current. If you are interested in obtaining information on whether you qualify for this program, please call ###-###-####. Also, customers who are experienceing financial diffuculties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS) organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirements, and could include all of your creditors. Comenity Bank supports and participates in the programs provided by CCCS agencies. Should you wish to obtain information regrding their programs and for a member agency located near you, please contact the National Foundation for Credit Counceling at ###-###-####. We hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Shawnda Y[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]
You are reporting my account as late because of your error in losing a payment- not mine. I would like for you to remove the late payment reports since I paid you as agreed, but you LOST the payment. Your error, not mine. My credit union is sending the information directly to you for verification (which is ridiculous that the burden is placed on me, when the error is on your end!). I already provided a screenshot of my credit union account and a check number, but now you want additional information. You then put my account under investigation and took a long time only to end up asking me for additional information, which I had already provided. Who not make your customers happy? All I am trying to do is clear this up. Look at my credit report and you will see I pay my accounts on time. I worked long and hard to restore my credit after a disastrous divorce, and have come a long way for my credit score to take a downwards turn because of this! I paid my last payment directly at the store for fear you might make an error again. I opened this account in an effort to continue to IMPROVE my credit. I have store cards with Amazon and a credit card with my credit union-- both paid on time, and often twice a month. The only reason this has happened is because you lost my payment! Please do the right thing!Thank you.
[redacted]
Dear [redacted] Comenity Bank has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns. Your complaint states you received a...
bill in the amount of $98.14; however, you made a return and only kept items totaling $34.90. Therefore, the bill you received was incorrect, as the credit for your return was not reflected. You further state that your April 2016 billing statement showed a balance of $61.77; however, you state this was incorrect, as you were over charged. Furthermore, you made a payment of $44.80 to settle the dispute; however, you are still receiving statements showing a balance owing. You are requesting that your account balance be brought to zero and your payment history be updated. Additionally, you request an apology and restitution from Woman Within and Comenity Bank. We understand your concerns, and apologize for any frustration this may have caused you. Our records indicate that on March 1, 2016, a Woman Within account was opened in the name of [redacted] On March 3, 2016, purchases of $32.98 and $65.16 posted to your account. A statement was issued to you on March 11, 2016, showing a balance of $98.14, with a minimum payment of $20.00 due by April 6, 2016. Bank records further indicate that on March 23, 2016, a return credit of $34.78 posted to your along with a charge of $15.00 for the return label. Please be advised when making a return, if you use the prepaid label included in your order to make returns, your account will be charged for that label. Furthermore, on April 1, 2016, there were two credit adjustments made on your account; one for $7.99 and another for $24.99. In addition, on April 4, 2016, a credit adjustment of $20.39 and a charge adjustment of $34.78 were applied to the account. A new statement was issued to you on April 10, 2016, showing a balance of $61.77 with a minimum payment of $20.00 due by May 6, 2016. Please be advised the Bank received your payment of $44.90 on April 28, 2016. This payment left a balance of $16.87 owing on your account. Our records further indicate that on May 9, 2016, the Bank issued you a letter advising you the balance of $16.87 was valid. For your records, we have enclosed a copy of this letter along with the referenced statements. Bank records further indicate that in October 2016, you spoke with one of our representatives, who advised you a credit would be issued to your account to bring the balance to zero. We apologize this was not done. We have issued credits to bring your balance to zero. Furthermore, we have updated your payment history to show that you were not delinquent with us. Please allow 45 days for the credit agencies to update your information. The Bank respectfully denies your request for further restitution. 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, Jenny W[redacted]
Dear [redacted] We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to assist with account-related questions. Your inquiry was forwarded to my attention, and I appreciate the opportunity to assist you. We understand from the complaint that you completed the Statement of Fraud and Forgery (SOFF), and filled a fraud alert with Experian. Please be assured our Account Protection (Fraud) team has opened fraud case [redacted] and the investigation is underway. Please be advised that fraud investigations can take up to 90 days to complete. Written notification will be sent to you upon completion of the investigation. We assure you that we will do everything to resolve this situation with as little inconvenience to you as possible. Please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####) with any questions or concerns and reference the case number. They will be happy to assist you. Sincerely, Kaija M[redacted]
Dear [redacted]Thank you for contacting Comenity Bank regarding the above-referenced account. As the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questions. Your complaint, submitted to the Revdex.com, was forwarded to my attention...
for review, and I appreciate the opportunity to assist you.We understand that unintentionally missed making the full minimum payment due that was reflected on the monthly billing statement. As a result, your account was assessed a late fee. You requested the late fee to be removed and, unfortunately, because you had a partial late fee removed previously, the associate would not credit the current late fee.Bank records indicate that a minimum payment of $30.00 was due on December 2, 2015. The Bank received a $25.00 payment on November 30, 2015, which was less than the requested minimum due; therefore, your account was assessed a late fee.In the interest of customer service, we issued credit of $30.00 to the account to remove the late fee previously assessed. This credit will reflect on your next month’s billing statement.Please understand that when a payment is not made, made after the payment due date, or made for less than the required minimum payment due, the account will be assessed a late fee per the Bank’s Credit Card Agreement (CCA).You are a valued customer and we hope this information is helpful. If you any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
August was not last time I contacted you about the situation. I responded to that request for information with two letters from my bank in September. I have attached those letter again
Regards, [redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Diamond Elite credit card. We are here to answer yourquestions and assist with your concerns.We understand your concerns regarding the Diamond Elite credit card account, which is...
reportingto your credit report. We also understand that this account is not your debt and you request theBank to remove the account from your credit file. We sincerely apologize for the frustration andinconvenience you have experienced as a result of this matter.After researching the account, we found that it was closed for fraud on June 15, 2016, and youwere deemed not responsible for the account. However, the account had been sold to an alternatelender on February 19, 2016, prior to the fraud claim and investigation. The Bank requested thenew creditor to return the account to the Bank, which was completed on July 12, 2016. As a result,the account status was updated, which removed the fraud write off status.To correct this, we have updated the account status to reflect a “Fraud Write-Off”. Additionally,we sent notification to the national credit-reporting agencies with instructions to delete theDiamond Elite account, in its entirety, from your credit bureau report. Please allow the creditreportingagencies 45 calendar days to update their records.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.
I originally filed the complaint with Victoria Secret who forwarded it to your company for resolution.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 10622718, and find the resolution is satisfactory to me.
Regards,
Latia Stewart
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. As the bank that issues dots credit card accounts, Comenity Bank is here tohelp with your account-related concerns. I appreciate the opportunity to assist you.We understand...
from your complaint that in November or December you were contacted by theBank and were offered a payment plan to pay $42.00 a month to bring your account current onthe fourth month, at which time you would go back to your normal monthly payment. You statethat you were not informed by the representative that although you were making payments perthe arrangement, your account would continue to be charged late fees. We further understandthat you are requesting to have the late fee amount of $105.00 credited to your account. Weapologize for the frustration you may have experienced as a result of this situation.Please be advised that we have reviewed the conversation regarding the payment arrangement,and we are happy to explain our findings.On October 23, 2015, you were contacted by the Bank in an attempt to collect on the above-referencedaccount. You were advised that the account balance at the time was $901.31, with aminimum due of $143.00, and a past due amount of $111.00. You advised the representativethat you had decreased your hours at work and would not be able to pay the past due amount onthe account, and requested a payment arrangement.The representative you spoke to advised that you could pay the amount of $42.00 for threemonths, and your account would resume to the minimum amount due and your account wouldbecome current. You opted to sign up for the payment arrangement and scheduled the paymentsof $42.00 with your personal account information. The payment dates that you agreed to werefor the 27th of October, November, and December.After setting up the arrangement, you asked if a late fee would be added to the account, as youwere making the arrangements. The representative advised that there would be another late feeadded except for the last month of the plan, as the account would become current. You werealso advised that after the third payment your account would report current to the national credit-reportingagencies.In the interest of customer service, a late fee credit was issued on March 25, 2016, in the amountof $35.00.After a review of the dots account, your balance as of April 22, 2016, is $1,038.91. The accountis currently three billing cycles past due. Should the account exceed six consecutive billing cyclespast due, the account will be written-off as an unpaid debt, and reported as such to the nationalcredit-reporting agencies.We value you as a customer, and hope you find this information to be helpful. If you have anyfurther questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). 1 will be happy to assist you.Sincerely,Diamond L[redacted]
Comenity Bank received the complaint for [redacted]. In order to properly research this complaint, we require additional time to complete our investigation. We would like a due date extension until 07/03/2017. Please let me know if this extension date is not approved. Thank you,
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Pier 1 Imports® credit card accounts, and we respond to account-related questions. Your correspondence...
was forwarded to my attention, and I appreciate the opportunity to respond to yourconcerns.We understand that it was not your intention to apply for a Pier 1 Imports® credit card account and that you were under the impression that you were receiving a Pier1 Imports® rewards card. Additionally, you thought the purchase you made was charged to your Visa card. I certainly apologize for any frustration or inconvenience you may have experienced regarding this issue. Our records indicate that an application was processed in store on March 23, 2015. An account was created and a purchase of $319.52 was applied to the account. Our records indicate a welcome kit, which included your credit card and Credit Card Agreement, and billing statements were sent to the address listed above. We have no record of the welcome kit or billing statements being returned as undeliverable.Your payment of $406.26 was received on July 24, 2015. An additional payment of $33.11 was received on August 18, 2015. Please be advised that we have removed all of the previously assessed finance charges and late fees. We have requested a refund check in the amount of $119.85. The refund check should be received within fourteen days under separate mailing.Since you state this application was processed without your permission, we have sent notification to the national credit-reporting agencies to remove the inquiry and account, in its entirety, from your credit report. Please allow 45 days for the credit bureaus to update their records.We hope this information is helpful. Should you have any other questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Ashley H[redacted] [redacted]
It has been 7 months and there IT Department has not fixed the problem. In 7 months all I was able to do was rec. my bills and pay them by calling the Customer Service Department, which was time consuming. I lost out on a lot of sales during that time and a lot of personal time time calling them every month to fix the problem. They acted like my time was not important and when I told them I was going to file a complaint their attitude changed , but they still did not fix the problem. As of December 31st I do not owe any money.
Regards, [redacted]
Comenity Bank has received your correspondence regarding the above-referenced account.Comenity Bank issues the Pier 1 Rewards Credit Card. We are here to answer your questionsand assist with your concerns.I understand from your complaint that in February you submitted an online bill payment for...
yourPier 1 Rewards credit card, but the payment was returned as an inactive account, and you aredisputing the late fee of $37.00 accessed to the account.Our records indicate the account billed on January 9, 2017, with a balance of $27.00 and aminimum payment of $27.00 due by February 4, 2017. As no payment was received by the duedate, late fee and finance charges were assessed to the account.Please be advised that when payments are not received, are received after the due date, or madefor less than the minimum required, the account will be assessed a late fee. Any time a balanceis carried over from one billing cycle to the next, a finance charge is assessed to the account asoutlined in the Credit Card Agreement.Our records indicate that a payment of $38.63 posted on your account on March 10, 2017, andin the interest of customer service, we have issued credits totaling $28.25 to remove thepreviously assessed late fee and finance charges. As a result, your account is not eligible for anadditional late fee credit at this time. The balance as of the date of this letter is $34.00, and theaccount is currently two billing cycles past due.Although we currently do not offer automatic payments, to provide the best customer servicepossible, we offer multiple ways to make a payment. Choose a payment method that’s right foryou.In-store: If the retailer listed on your card has a store near you, you may be able to drop off yourpayment in the store so it can be applied to your account on the same day. Check the back ofyour billing statement to see if in-store payments are available for your account.Online: Online payments submitted before 8 p.m. Eastern Time (ET) can be credited to youraccount same-day. Online payments submitted after 8 p.m. ET will be credited the following day(or on your future scheduled payment date). Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your Pier 1 Rewards CreditCard account.Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing a week for the payment to arrive. If you’re a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Phone: If you need to make a same-day payment, you may call us at the phone number on theback of your billing statement before 8 p.m. ET to speak to a customer care representative. A feemay apply to same-day, expedited payments made with the representative.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Shelley A[redacted]Compliance Dept. – Consumer Responsescc: Better Business Burea
Im not gona sit here and let you tell when I did or didnt log onto zales website. If one of my bills wasnt paid then of them would get paid, I log on the at the beginning of each month to pay ALL of my bills. U can have all the records in the world but are ypu trying to tell me your an expert with the internet and theres absolutely no way that there could of been a system error with yoir website! This is hardly about the money! At this point I could care less about it, I do know 1 thing that your customer service and policies are (word rejected) poor and ive spent a ton of money with zales and through comenity bank between quite a few cards, im paying them all off and never gona give you people the time of day or another dime from my wallet!
Regards, [redacted]
Dear [redacted] We received a complaint, addressed to the Revdex.com, regarding the above-referenced credit card inquiry. Comenity Bank issues Ashley Stewart® credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. You state that a credit inquiry was placed on your Equifax credit bureau report from Comenity Bank/Ashley Stewart in May 2015. You are requesting Comenity Bank research and provide documentation regarding the inquiry or remove the inquiry from your credit bureau report. We have reviewed our records and we are happy to share our findings. Bank records indicate that on May 9, 2015, an application for an Ashley Stewart® credit card account was submitted. The application was declined, and on May 10, 2015, a letter was sent to you explaining the reasons. We have enclosed a copy of this letter, for your review. Although we find the credit inquiry dated May 9, 2015, to be valid, in the interest of customer service, we have sent notification to the national credit-reporting agencies with instructions to remove the credit inquiry, regarding the Ashley Stewart® credit card application, from your credit bureau report. Please allow the credit-reporting agencies 45 days to update their records. We hope you find this information helpful. If you have any further questions or concerns, regarding this matter, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted]
[redacted]
Dear [redacted] We have received your additional complaint submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Buckle credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your concerns. You state that you paid last months payment on time. You also state that you should be reimbursed for the late fee charged because the payment was not late. Bank records indicate a statement was issued May 6, 2016, with a balance of $396.86 and a minimum payment of $27.00 due by June 1, 2016. The payment of $50.00 was received on June 2, 2016. As stated in our prior correspondence; when payments are not received, are received after the due date, or are made for less that the minimum required, the account will be assessed a late fee as outlined in the Credit Card Agreement. The late fee assessed on June 5, 2016, is valid and will not be removed. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Kaija M[redacted]
Dear Ms. [redacted]:We are in receipt of your complaint regarding the above-referenced account. Comenity Bankissues rnaurices credit card accounts, and we respond to all account related questions. Yourcomplaint, addressed to the Revdex.com, was fowarded to my attention, and 1appreciate the...
opportunity to respond to your concerns.We understand from your complaint, you applied for the maurices credit card in 2014, and firstutilized your account in June 2016. You advise you received your first bill in August 2016;however, this was after receiving a call from our Collections Department advising your mauricespayment was delinquent. Per your complaint, you advised the collections representative that youwould schedule an online payment on Monday; however, the representative, who you feel wasrude, continued to pursue an immediate same day payment.As promised, you scheduled your online payment of $30.00, on August 8, 2016, and scheduledthe remaining balance on September 9, 2016. However, you received a notice via mail onSeptember 25, 2016, advising a $27.00 late fee was assessed to your account. You contactedComenity Bank via the Secured Messaging Center and later by phone, to request the late fee beremoved; however, your request was denied. In October, you received an additional call advisingyou now owe a balance af $55.00, in which you advised our representative that you have notreceived your monthly billing statements, and you paid the balance in full in September of 2016.Therefore, you will not pay the late fees assessed to your account. You advise the representativewas rude, and you requested to be transferred to a supervisor; however, your call wasdisconnected.On November 25, 2016, you received a call in which you immediately requested to speak to asupervisor. You state you were transferred to a Resolution Specialist by the name of Ellen, whoadvised she was able to waive the $37.00, late fee; however, you will have to pay the remainingbalance.You are requesting Comenity Bank waive all the fees assessed as a result of this matter, and toclose your maurices credit card account.Comenity Bank would like to apologize for the inconvenience and frustration this matter may havecaused you. Please be assured, we have reviewed the concerns in your correspondence as wellas the applicable telephone conversations. We apologize if you felt you did not receive the bestcustomer service. We never intend to treat our customers in a less-than-satisfactory manner. Weare committed to providing the best customer service and are disappointed when a customer feelsthis standard was not met.Bank records indicate your account was registered through our online Account Center on August25, 2014, which provides accountholders the ability to view statements and make paymentsonline. On the same date, you chose paperless statements, meaning you will receive yourstatements online versus postal mail. When enrolled in paperless statements, we will send youa monthly Statement-Ready-Email (SRE), notifying the statement is available to be viewed.The last SRE was sent on December 16, 2016, and we do not have record af emails beingreturned as undeliverable from the email address you provided. Please be aware that the duedate on your account is the 7th of each month.Please be advised, when the requested minimum payment has been received after the due date,your account will be assessed Bank fees. Use of the account, or failure to close the accountwithin 30 days of receiving the Credit Card Agreement indicated your acceptance of the terms ofthe agreement, including the assessment of any finance charges and fees. I have enclosedcopies of the billing statements which show the account activity that comprised the accountbalance.Lastly, in the interest of customer service, previously assessed Bank fees totaling $51.00, havebeen credited to the maurices account. Your account now reflects a credit balance of $19.00. 1have requested a refund check, which you should receive within 10-14 business days in aseparate mailing. Per your request, effective December 15, 2016, your maurices account wasclosed.I hope you found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####, ext. [redacted] 41 (TDD/lTY 1-[redacted]). I would behappy to assist you.Consumer Relations SpecialistCC: Revdex.com
Dear [redacted]We received your complaint, submitted to the
Revdex.com, regarding the above-referenced account. Comenity Bank issues Express credit card accounts,
and we are here to help answer account-related questions. I appreciate this opportunity to address...
your
concerns. We understand from your complaint that you
were under the impression that the account was enrolled in automatic bill pay
to pay your monthly payments. It was not
until you viewed your credit report that you realized payments were not being made
to the account automatically Once you
were aware you contacted the Bank, and were advised the account does not have
an automatic bill pay option; at which time, you offered to pay the account in
full in exchange for an update to your credit report. We apologize for any frustration this matter
has caused you.To provide the best customer service
possible, please note the following ways in which payments can be made. Online: Online payments
submitted before 11:00 p.m. Eastern Time (ET) can be credited to your account
the same day. Online payments submitted
after 11:00 p.m. ET will be credited the following day (or on your future
scheduled payment date). This disclosure
is provided to a customer prior to confirming the payment. Please note that it may take up to two
business days to complete the financial transfer from your personal bank
account to your Express account. 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. If you are a paperless
customer, print out a payment stub on the online account management site so
your payment is processed as quickly as possible. 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 to speak to a Customer Care
representative. A processing fee of $9.00
applies to same-day payments made with the representative. Please be advised this option provides our
customers assurance that a payment has been received on the account. Additionally, the processing fee is minimal
compared to a possible late fee, and is added to the total balance. You may also complete a payment in the automated
system with no fee.Although the Bank finds no error, in the
interest of customer service, we have issued a credit of $58.46 for the late
fees and finance charges assessed for the September 2015 and October 2015 billing
cycles. As of the date of this letter
your current balance is $36.86.Furthermore, we have sent instructions to the
credit-reporting agencies to remove the recent delinquencies reported. Please allow the credit bureaus 45 days to
update their records.We hope this information is helpful. Should you have any other questions or
concerns regarding this letter, please feel free to contact me directly at
###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,Kaija M[redacted]
Dear Ms. [redacted] Thank you for contacting Comenity Bank. As the bank that issues Victoria’s Secret credit card accounts, we are here to answer account-related questions. Your complaint submitted to the Revdex.com was forwarded to my attention for review. I appreciate the...
opportunity to assist you. Your complaint states that the bill is $420.00 and that $180.00 of the balance is from late fees. No help was given after speaking to a female representative; only that she was going to credit a fee of $8.00 and a fee of $25.00. Although you find some of the interest charges valid, you request the Bank to credit the account for all the late fees and the Account Assure fees. Furthermore, you indicate that after these credits you will owe $280.00 which you will pay in full immediately. Please find a summary of your account below. I have enclosed a copy of the account Credit Card Agreement (CCA), as well as copies of the monthly billing statements which show the account activity that comprised the account balance. Please note that use of the account or failure to close the account within the 30-days of receiving the CCA indicates acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Bank records indicate that you enrolled in the Account Assure Program, which is an optional debt cancellation program, on November 10, 2014. Your account has been assessed $56.08 in Account Assure fees between December 2014 and March 2016. On March 21, 2016, after speaking to a Bank associate, you acknowledged enrollment; however, you requested credit for the fees. The Account Assure Program was cancelled; however, the account was not issued credit for any fees. As a courtesy, we issued full credit totaling $56.08 to your account to refund the fees. Furthermore, your account has been assessed late fees on multiple occasions for non-payment or payment being received after the due date. As stated in the CCA, if payment is not received, received for less than the minimum due, or received after the due date, the account will be assessed a late fee. As a courtesy, we issued a $25.00 late fee credit to your account. However, we are unwilling to issue credit for any additional late fees as they are valid. The credits mentioned above will reduce the account balance, and will reflect on the April 5, 2016, billing statement. However, the current minimum payment due of $45.00 by April 1, 2016, remains the same. As of today’s date, the account is one billing cycle past due. If payment of $45.00 is not received by the April 1, 2016, due date, the account will be assessed an additional late fee. The Bank understands that customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our Customer Hardship Program. This program provides customers with six to twelve months of special terms in order to bring and keep the account current. If you are interested in obtaining information on whether you qualify for this program, please call ###-###-####. Also, customers who are experienceing financial diffuculties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS) organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirements, and could include all of your creditors. Comenity Bank supports and participates in the programs provided by CCCS agencies. Should you wish to obtain information regrding their programs and for a member agency located near you, please contact the National Foundation for Credit Counceling at ###-###-####. We hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Shawnda Y[redacted]