Dear Mr. [redacted] Thank you for your complaint, addressed to the Revdex.com, regarding the above-noted account. Comenity Bank issues Meijer accounts and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate this opportunity...
to assist you. Your complaint indicates that while checking your credit score you noticed that a credit card had been open fraudulently, you further state that you contacted [redacted] and they verified that the application was approved and that you did not owe anything. You are requesting an investigation be conducted. Bank records indicate the Meijer credit card was opened on November 29, 2015, in the name of [redacted]. Additionally, we show a letter was mailed to you by our Frau department on April 26, 2016, however, this letter was mailed to the incorrect address. I have enclosed a copy of the Fraud Affidavit. Please fill it out, and return it as soon as possible so that we can initiate an investigation. Additionally, Comenity Bank has no business affiliation with [redacted] I hope this information is helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Rosa M[redacted]
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]
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 (Bank) has received your correspondence, on behalf of
your husband, [redacted], regarding the above-referenced account.
Comenity Bank issues the Eddie
Bauer credit card. We are here to answer your questions and assist
with your concerns. We...
understand from the correspondence that
your husband opened up an account while visiting the retail store located in
Destin, Florida. You state that your
husband did not receive statements nor a credit card. You also indicate that you are receiving
harassing calls from Comenity Bank regarding payment when the balance was paid
in full. During these calls with the
Bank you state that you received rude service.
You are requesting that the calls be stopped regarding this account and
the balance on the account be removed as it is paid in full. Additionally, you are requesting to hear the
recorded telephone calls; as you state that the Bank continued to call after
the request to stop all calls regarding the account was made. I am happy to share my findings with you.The Bank has reviewed the applicable
telephone conversations. We apologize if
you felt that you did not receive the best customer service. 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 customer feels that this standard was not met.After a thorough review of the account it
appears the primary accountholder is [redacted]. As you are not the primary accountholder on
this account, the Bank is unable to discuss or make changes to the
account. As such, a separate response
will be sent directly to [redacted] regarding this matter.I hope you found this information to be helpful. If you have any questions or concerns, please
feel free to contact me at ###-###-####.Sincerely,
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 [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]
I just left the Samuel store location, and spoke with the management and he was no help what so ever, thought all there mistakes an total confusion with me as a consumer, there forcing me to purchase the item, however I took the item and I refuse to shop or have any dealings with this merchants again. I am very unsatisfied.
Dear [redacted]: We received your complaint, submitted to the Revdex.com, regarding the above-noted 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. You complaint states that you have not received your billing statements and your account has been charged multiple bank fees. You have also stated that after speaking to a Bank associate and making payment you were advised that the account would be current through “the next month”, which would have been August, however, you were called again regarding a past due payment. You indicated that you lost your job and cannot make the payments consistently, and state that we have been unwilling to work with you. You are asking that the Bank cease from billing you more fees than your monthly payment amount. Bank records indicate that your Victoria’s Secret/PINK account has been enrolled in paperless statements since June 25, 2013, and the billing statements are being sent to the email address of [redacted], which matches the email address in your complaint. We have no record that the statements were returned as undeliverable. A billing statement was issued to you on May 15, 2015, reflecting a balance of $1,315.73 and a minimum payment of $65.00 due on June 10, 2015. As payment was not made for the June or July 10 payment due dates, your account was assessed late fees and finance charges. Additionally, the account was reported delinquent 30 days to the credit reporting agencies. Enclosed are the billing statements for your records. Please note that per the Bank’s Credit Card Agreement (CCA), the repayment for your Victoria’s Secret/PINK account is 5% of the balance. Additionally, your account Annual Percentage Rate (APR) is 24.99%. If the payment is not made, made after the due date, or made for less than the required minimum due, the account will be assessed a late fee and a finance charge. We have reviewed the applicable telephone calls you had with the Bank. On July 15, 2015, our records show that your account minimum payment due was $130.00, for the June 10 and July 10 payment due date. The Bank’s associate did accept a $65.00 payment by phone and advised that no further payment would be due until the following month. Additionally, the associate issued a $35.00 late fee credit to your account. We apologize for the incorrect information you were provided during this call, and we assure you that we have coached our associate regarding this matter. During the telephone call with the Bank associate on July 21, 2015, our associate explained why the account was still past due and offered to enroll you into one of the Bank’s re-payment programs, which would allow you to make payments of $80.00 for three months, and after the third month, the account would be brought current. The associate also offered to remove you from the paperless billing statements, which you opted to stay enrolled. You refused repayment option and advised the associate that you would figure out making the payment on your own, and then you disconnected the telephone call. Based on our findings and, in the interest of customer service, please be assured that we have brought your account up to date and out of the past due status. We have also removed an additional $35.00 late fee, which will reflect as a credit on your August billing statement, and we removed the 30-day delinquency. The delinquency removal will update with the credit reporting agencies within 45 days. In addition, during the review of the telephone calls, you had stated that your credit limit was $2,000.00 and wanted to know why it was lowered. Bank records do not indicate that your credit limit was ever this amount. Our records further show that your previous credit limit from August 2014 was $850.00. However, you were given a credit limit increase on February 12, 2015, to $1,250.00. We sincerely apologize for the frustration and inconvenience you have been caused, and we hope this information is helpful. Should you have further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Shawnda Y[redacted] [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards,
[redacted]
Dear [redacted]:Thank you for the recent complaint, addressed to Revdex.com. Comenity Capital Bank issue multiple retailer credit card accounts, and we respond to account-related inquiries. Your complaint, sent on behalf of [redacted], was forwarded to my attention, and I...
appreciate this opportunity to assist you.In your complaint you state that your mother, [redacted], should have a zero balance. I understand your concerns and I apologize for any frustration this may have caused you.After reviewing Ms. [redacted]’s account, our records show that the account is in the name of [redacted] and we do not have permission to speak to anyone else regarding her account. As you are not the accountholder, please be advised that in order to respond to you directly regarding Ms. [redacted]’s account, we would need her permission to disclose account information to you.Ms. [redacted] may contact our Customer Care department at ###-###-#### to have her account noted that we are able to speak to you regarding her account.Additionally, we have sent a direct response to Ms. [redacted] regarding the account details.We apologize for any inconvenience this matter may have caused you. Should you have any additional questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]
When I paid the last charges the Limited and Victoria secret, I asked to have both cards closed. My request to have both cards closed should be honored and succeeding transaction should not be happening if the bank honors my request. Comenity bank should give me a zero balance on all charges of accounts of Victoria Secret and The Limited. I had been communicating with the banks representative and continued to have declined by the representatives that I resulted to make this complaints to this bureau. I want the January statement of the Limited and the Victoria Secret a zero balance, and have a closed account including the card of my irresponsible daughter. I worry that this could be a temporary resolution, and I may incur charges again in the future if my daughter will used her store card again. I do not trust Comenity Bank. I want a paper statement that reflect a zero balance statement and a confirmation of a close store card account.
I am rejecting this response because: again your company is inconsistent with what you do and comprehend. I DID NOT state my drivers license was stolen. I stated my identity has been stolen. I have not had any of my cards stolen or identifications stolen. I am a victim of identity theft. My social security number is being used fraudulent. I sent a copy my identification to your fraud team because they stated they needed a copy. You can reach me at [redacted] should you need further clarification.
Regards,
[redacted]
Dear Ms. [redacted] We received your additional complaint addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues Woman Within® credlt card accounts and we are here to assist you with all account-related questions or concerns. I appreciate the opportunity to respond to your concerns. Our records indicate that the situations referenced in your complaint have been investigated and a response was previously issued explaining our findings and resolution. Comenity Bank's position remains unchanged. A copy of the previous response has been enclosed for your records. It is my understanding that you have spoken with the Revdex.com. When a response to the Revdex.com is uploaded for the consumer to view, an internal Revdex.com system reviews the letter, and then copies our response to you. When my response was copied from the Revdex.com's system, there was a miscommunication in the information that was provided, which was addressed with the Revdex.com. It is also my understanding that you were sent a special letter explaining the miscommunication that occurred. My letter sent on June 23, 2015, has the correct information in reference to your above-referenced account. A billing statement was sent to you on April 7, 2015. This statement included your payment of $30.00. It also includedd a late fee credit of $20.00 and a finance charge credit of $5.32. A copy of this billing statement is enclosed for your records. If you have further questions regarding the charges and credits applied to your account, please contact Woman Within® at ###-###-####. If you have further questions regarding the charges from Palm Beach Jewelry, or need to make a return, please contact them at: Palm Beach Jewelry [redacted]
[redacted] ###-###-#### You are a valued customer and we apologize for any confusion or frustration this matter has caused you. Should you have any further questions regarding your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). It is often easier to resolve a matter, if we can discuss it. Please contact me if you feel this matter has not been properly resolved. I will be happy to assist you. Sincerely, Amanda R[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card account. We are here to answer your questions and assist with your concerns. I understand from your correspondence that you were told your account...
would be at a zero balance due to the Bank representative removing the remaining charges. I also understand you are requesting any derogatory information be removed from your credit bureau report. Please be advised your account was closed at your request on August 29, 2016. Adjustments have been made to the account to remove the remaining balance. We apologize this was not done correctly when we previously adjusted the account. Please be assured matters of this nature are reviewed by management so additional training/coaching can be provided to our associate. Please be assured, notification was sent to the national credit-reporting agencies with instructions to remove the delinquencies from your credit bureau report. Please allow the credit-reporting agencies 45 days to update their records. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Kristina W[redacted] Compliance Dept. – Consumer Responses CC: Revdex.com
Dear [redacted]:Comenity Bank (Bank) received your correspondence regarding the above-referenced account.Comenity Bank issues the DSW Rewards Visa credit card. We are here to answer your questions andassist with your concerns.Your correspondence states there are two late payments reflected on your account; however, whenyou checked your account balance through the Bank’s Interactive Voice Response (IVR) system inJuly and August 2017, you were advised your account had a zero balance. You state you called theBank and attempted to discuss the matter with multiple associates, but the associates were abusiveto you and the matter was not resolved. You indicate that you requested a new credit card becauseyour previous credit card number was compromised, and the representative you spoke with advisedthat you made a $10.97 purchase on June 11, 2017, and there were two late fees on your account.You state that you received a birthday gift card and returned to DSW to have your previous purchaseadjusted using the gift card. You mention that you attempted to use your credit card in the store and itwas rejected, even though the credit limit had not been reached. Additionally, you state you did notreceive your monthly billing statements. You are requesting for the late fees to be removed and foryour account to be closed.We reviewed the concerns noted in your correspondence and would like to provide the followinginformation. A review of your account shows a purchase in the amount of $10.97 was made using theaccount on June 11, 2017. Your June 2017 billing statement showed a total balance of $10.97 with aminimum payment of $10.97 due by July 18, 2017. No payments have been received by the Banksince August 2, 2016; as a result, late fees and minimum charges totaling $59.91 were assessed tothe account. Please keep in mind that when payments are not received, are made for less than theminimum required, or are received after the due date cut-off time, the account will be assessed a latefee, as explained in the Credit Card Agreement.On September 14, 2017, you contacted the Bank regarding the above-mentioned fees and as a onetimecourtesy, the representative you spoke with applied a late fee credit of $17.97 and a financecharge credit of $1.54 to the account. These credits are reflected on your September 2017 billingstatement.Please note that the available credit on your account was suspended in September 2017 due todelinquency. The suspension prevents you from making purchases until the account is brought backto a current status. The account is currently three billing cycles past due and was closed, per yourrequest, on September 14, 2017.In regard to your statement about the IVR system advising your account had a zero balance in July2017 and August 2017, we reviewed the Bank’s IVR records and were not able to locate any instanceswhere you called the IVR system regarding your DSW Rewards Visa account during the months ofJuly 2017 or August 2017. Your account balance for the July 2017 billing cycle was $23.94 and youraccount balance for the August 2017 billing cycle was $43.91. These balances wrtr accuratelyreflected in the IVR system.With respect to your statement about Bank associates treating you in an abusive manner, we reviewedthe applicable telephone conversations and did not identify any instances of inappropriate orunprofessional behavior on the part of any Bank associates; however, we apologize if you felt you didnot receive the best customer service. We never intend to treat our customers in a less-than satisfactorymanner. We are committed to providing the best customer service and are disappointedwhen a customer feels this standard was not met.Upon receipt of your correspondence, we contacted DSW regarding the birthday coupon discount,and verified that, on July 7, 2017, a DSW associate applied a birthday coupon discount in the amountof $5.00 to one of your purchases. A credit in the amount of $5.51 (birthday coupon discount + tax)was issued to your Mastercard ending in [redacted]. This account is not associated with your DSW RewardsVisa account. Please note that since the credit for the birthday coupon discount was issued to yourMastercard ending in [redacted], the balance on your DSW Rewards Visa account was not impacted, andthe $10.97 purchase amount remained on the account.In regard to your statement about not receiving your monthly billing statements, your account wasregistered through our online Account Center on March 30, 2016, which provides account holders theability to view statements and make payments online. On the same date, you enrolled in paperlessstatements, meaning you would receive your statements online versus postal mail. When enrolled inpaperless statements, we send you a monthly Statement-Ready Email (SRE) notifying you thestatement is available to be viewed. The last SRE was sent on September 26, 2017, and we do nothave record of any emails being returned as undeliverable from the email address you provided.Please note your enrollment in paperless statements was cancelled, per your request, on September14, 2017. Going forward, paper billing statements will be sent to the address on file for your account,until the balance is paid in full.Finally, if you believe the above-mentioned credit card account number has been compromised,please contact our Account Protection team at (800) 888-1726 and they will be happy to investigateany potential fraud on your account.While we understand your frustration, we respectfully decline to credit any additional late fees on youraccount. We have determined the account balance is accurate and no additional adjustments areneeded. As of the date of this letter, your account balance is $51.37 with a minimum payment of $31.40due by October 18, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Jessica A[redacted]Compliance Dept. – Consumer Responsescc: Consumer Financial Protection Bureau
Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account. ComenityBank issues the BrylaneHome credit card. We are here to answer your questions and assist with yourconcerns.We understand that when placing an order with BrylaneHome, you were advised to...
call and make apayment. When you attempted to make contact you waited two hours to speak to a manager, but were notable to reach anyone, so you hung up. You mailed in a $50.00 payment, but have not received any formof acknowledgment for the payment, nor whether there is a balance or not. You are requesting to speak toa manager.I attempted to contact you on February 1, 2017, at the number ending in [redacted], to advise you of my findings.Unfortunately, my attempt was unsuccessful.Please understand that Comenity Bank and BrylaneHome are two separate entities. Comenity Bank isresponsible for addressing questions related to your credit card account, while BrylaneHome is responsiblefor handling matters related to sales, merchandise processing, returns, and shipping.Bank records indicate an order in the amount of $210.96 posted to your account on February 3, 2017. Your$50.00 payment was applied to the account on January 25, 2017. Therefore, as of the date of this letter,the balance on the account is $160.96, with a minimum payment of $20.00, due on March 3, 2017.If you have any questions about your order, we suggest that you contact BrylaneHome Catalog CustomerService directly at ###-###-####. They will be happy to assist you.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,
July 23, 2015 Linda Medina 10803 Wellington Street Melrose Park, IL 60164-1258 RE: Haband Credit Card Account Ending In 5586Revdex.com Complaint ID # 10713770 Dear Ms. Medina: Thank you for contacting the Better Business...
Bureau, regarding the above-referenced account. Comenity Capital Bank issues Haband credit card accounts, and we are here to help with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. You state in your complaint that you are attempting to close your account, with only late fees currently due. You further state that you have been issued several late fees and have not been able to resolve this matter without further assistance. You are requesting for any outstanding balance to be credited. We sincerely apologize for any inconvenience or frustration this matter may have caused you. In the interest of customer service, we have issued credits totaling $68.00 to remove the remaining balance from the account. Please be assured, we have sent notification to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the Blair account, from your credit bureau report. Please allow the credit-reporting agencies 45 days to update their records. The account was closed, at your request, on June 18, 2015. We hope you find this information helpful. If you have any questions, or need additional assistance, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted]
We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues TORRID credit card accounts, and we are here to help answer account-related questions. Your complaint was forwarded to my attention and I appreciate...
this opportunity to address your concerns. We understand from your complaint that you made a payment October 19th, although your payment due date is October 18th. You state the account was assessed a $27.00 late fee. You state you called and spoke with the Bank regarding not having an income, requested the late fee removal and a due date change. You state the Bank advised you the late fee could not be removed and each cardholder has the same due date. You state you spoke with the Bank in September and were advised that as long as you paid by the 23rd; you would not have a problem. You request the late fee be refunded and the payment process made easier so that the account is not assessed late fees. I am happy to share my findings. We have reviewed the concerns in your complaint, as well as the applicable telephone conversations. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. 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. Please be advised there is no grace period. We understand your request to change the due date on your account to a later date; however, TORRID credit card accounts do not have the option to change the due date. We value you as a customer and apologize for any inconvenience you may experience as a result of this situation. To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you. In-store: If the retailer listed on your card has a store near you, you may be able to drop off your payment in the store so it can be applied to your account on the same day. Check the back of your 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 your account 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 TORRID 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’re 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 a same-day payment, you may call us at the phone number on the back of your billing statement before 8 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative. Please note no Bank errors were found, however in the interest of customer service we issued a credit of $27.00 for the prior late fee assessed. We are unwilling to remove any additional fees regarding this matter. As of the date of this letter the balance is $34.14. 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 1-800-675-5685, ext. 7293578 (TDD/TTY 1-800-695-1788). I will be happy to assist you. Sincerely, Kaija M[redacted] Consumer Relations Specialist CC: Revdex.com
Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Venus credit cards, and we are here to answer all of your account-related questions. Your correspondence was forwarded to my attention, and...
I appreciate the opportunity to assist you. We understand your concerns regarding the purchases that billed to your Venus credit card account, as well as the fees that were assessed to the account. You stated that you believed the purchases had been billed to your personal credit card account, and when you found out this was not the case, you made payment for the purchases. You feel that the fees should be removed and the account updated. We apologize for any inconvenience or frustration that this matter may have caused you. Bank records indicate your Venus credit card account was opened on May 11, 2015. On June 22, 2015, a charge in the amount of $54.95 was billed to the account. A billing statement was sent to you on June 22, 2015, with a balance of 54.95, and a minimum payment of $25.00, due by July 18, 2015. As no payment was received, a late fee and finance charge were assessed to the account. On July 7, 2015, a charge in the amount of $16.00 was billed to the account. A billing statement was sent to you on July 23, 2015, with a balance of $97.95, and a minimum payment of $30.00, due by August 18, 2015. As no payment was received, a late fee and finance charge were assessed to the account. We received a payment of $70.95 on September 22, 2015; however, there was still a balance on the account. Since no additional payments were received, additional fees have been assessed, bringing the balance on the account to $169.26. In the interest of customer service, we have issued credits in the amount of $169.26 for the previously assessed fees. Additionally, we have sent notification to the national credit-reporting agencies to remove the delinquencies that were recently reported for the months of November and December 2015, with regard to this issue. Please allow 45 days for these agencies to update their records. I hope you find this information to be helpful. If you have any further questions or concerns, you may contact me at ###-###-####, ext. [redacted]8 (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Melissa L[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence. We are here to answer your questions and assist with your concerns. We would like to assist you in resolving this matter. Unfortunately, we are unable to locate the account you are referencing in your...
correspondence based on the information provided. In order to investigate your concerns, please provide your account number, copies of your billing statements, and/or a copy of your credit bureau report showing your account. Once this information has been received, we will be able to further investigate. Please send this information to my attention at the address shown above. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Rosa M[redacted]
Dear Mr. [redacted] Thank you for your complaint, addressed to the Revdex.com, regarding the above-noted account. Comenity Bank issues Meijer accounts and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate this opportunity...
to assist you. Your complaint indicates that while checking your credit score you noticed that a credit card had been open fraudulently, you further state that you contacted [redacted] and they verified that the application was approved and that you did not owe anything. You are requesting an investigation be conducted. Bank records indicate the Meijer credit card was opened on November 29, 2015, in the name of [redacted]. Additionally, we show a letter was mailed to you by our Frau department on April 26, 2016, however, this letter was mailed to the incorrect address. I have enclosed a copy of the Fraud Affidavit. Please fill it out, and return it as soon as possible so that we can initiate an investigation. Additionally, Comenity Bank has no business affiliation with [redacted] I hope this information is helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Rosa M[redacted]
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]
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 (Bank) has received your correspondence, on behalf of
your husband, [redacted], regarding the above-referenced account.
Comenity Bank issues the Eddie
Bauer credit card. We are here to answer your questions and assist
with your concerns. We...
understand from the correspondence that
your husband opened up an account while visiting the retail store located in
Destin, Florida. You state that your
husband did not receive statements nor a credit card. You also indicate that you are receiving
harassing calls from Comenity Bank regarding payment when the balance was paid
in full. During these calls with the
Bank you state that you received rude service.
You are requesting that the calls be stopped regarding this account and
the balance on the account be removed as it is paid in full. Additionally, you are requesting to hear the
recorded telephone calls; as you state that the Bank continued to call after
the request to stop all calls regarding the account was made. I am happy to share my findings with you.The Bank has reviewed the applicable
telephone conversations. We apologize if
you felt that you did not receive the best customer service. 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 customer feels that this standard was not met.After a thorough review of the account it
appears the primary accountholder is [redacted]. As you are not the primary accountholder on
this account, the Bank is unable to discuss or make changes to the
account. As such, a separate response
will be sent directly to [redacted] regarding this matter.I hope you found this information to be helpful. If you have any questions or concerns, please
feel free to contact me at ###-###-####.Sincerely,
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 [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]
I just left the Samuel store location, and spoke with the management and he was no help what so ever, thought all there mistakes an total confusion with me as a consumer, there forcing me to purchase the item, however I took the item and I refuse to shop or have any dealings with this merchants again. I am very unsatisfied.
Dear [redacted]: We received your complaint, submitted to the Revdex.com, regarding the above-noted 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. You complaint states that you have not received your billing statements and your account has been charged multiple bank fees. You have also stated that after speaking to a Bank associate and making payment you were advised that the account would be current through “the next month”, which would have been August, however, you were called again regarding a past due payment. You indicated that you lost your job and cannot make the payments consistently, and state that we have been unwilling to work with you. You are asking that the Bank cease from billing you more fees than your monthly payment amount. Bank records indicate that your Victoria’s Secret/PINK account has been enrolled in paperless statements since June 25, 2013, and the billing statements are being sent to the email address of [redacted], which matches the email address in your complaint. We have no record that the statements were returned as undeliverable. A billing statement was issued to you on May 15, 2015, reflecting a balance of $1,315.73 and a minimum payment of $65.00 due on June 10, 2015. As payment was not made for the June or July 10 payment due dates, your account was assessed late fees and finance charges. Additionally, the account was reported delinquent 30 days to the credit reporting agencies. Enclosed are the billing statements for your records. Please note that per the Bank’s Credit Card Agreement (CCA), the repayment for your Victoria’s Secret/PINK account is 5% of the balance. Additionally, your account Annual Percentage Rate (APR) is 24.99%. If the payment is not made, made after the due date, or made for less than the required minimum due, the account will be assessed a late fee and a finance charge. We have reviewed the applicable telephone calls you had with the Bank. On July 15, 2015, our records show that your account minimum payment due was $130.00, for the June 10 and July 10 payment due date. The Bank’s associate did accept a $65.00 payment by phone and advised that no further payment would be due until the following month. Additionally, the associate issued a $35.00 late fee credit to your account. We apologize for the incorrect information you were provided during this call, and we assure you that we have coached our associate regarding this matter. During the telephone call with the Bank associate on July 21, 2015, our associate explained why the account was still past due and offered to enroll you into one of the Bank’s re-payment programs, which would allow you to make payments of $80.00 for three months, and after the third month, the account would be brought current. The associate also offered to remove you from the paperless billing statements, which you opted to stay enrolled. You refused repayment option and advised the associate that you would figure out making the payment on your own, and then you disconnected the telephone call. Based on our findings and, in the interest of customer service, please be assured that we have brought your account up to date and out of the past due status. We have also removed an additional $35.00 late fee, which will reflect as a credit on your August billing statement, and we removed the 30-day delinquency. The delinquency removal will update with the credit reporting agencies within 45 days. In addition, during the review of the telephone calls, you had stated that your credit limit was $2,000.00 and wanted to know why it was lowered. Bank records do not indicate that your credit limit was ever this amount. Our records further show that your previous credit limit from August 2014 was $850.00. However, you were given a credit limit increase on February 12, 2015, to $1,250.00. We sincerely apologize for the frustration and inconvenience you have been caused, and we hope this information is helpful. Should you have further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Shawnda Y[redacted] [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards,
[redacted]
Dear [redacted]:Thank you for the recent complaint, addressed to Revdex.com. Comenity Capital Bank issue multiple retailer credit card accounts, and we respond to account-related inquiries. Your complaint, sent on behalf of [redacted], was forwarded to my attention, and I...
appreciate this opportunity to assist you.In your complaint you state that your mother, [redacted], should have a zero balance. I understand your concerns and I apologize for any frustration this may have caused you.After reviewing Ms. [redacted]’s account, our records show that the account is in the name of [redacted] and we do not have permission to speak to anyone else regarding her account. As you are not the accountholder, please be advised that in order to respond to you directly regarding Ms. [redacted]’s account, we would need her permission to disclose account information to you.Ms. [redacted] may contact our Customer Care department at ###-###-#### to have her account noted that we are able to speak to you regarding her account.Additionally, we have sent a direct response to Ms. [redacted] regarding the account details.We apologize for any inconvenience this matter may have caused you. Should you have any additional questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]
When I paid the last charges the Limited and Victoria secret, I asked to have both cards closed. My request to have both cards closed should be honored and succeeding transaction should not be happening if the bank honors my request. Comenity bank should give me a zero balance on all charges of accounts of Victoria Secret and The Limited. I had been communicating with the banks representative and continued to have declined by the representatives that I resulted to make this complaints to this bureau. I want the January statement of the Limited and the Victoria Secret a zero balance, and have a closed account including the card of my irresponsible daughter. I worry that this could be a temporary resolution, and I may incur charges again in the future if my daughter will used her store card again. I do not trust Comenity Bank. I want a paper statement that reflect a zero balance statement and a confirmation of a close store card account.
I am rejecting this response because: again your company is inconsistent with what you do and comprehend. I DID NOT state my drivers license was stolen. I stated my identity has been stolen. I have not had any of my cards stolen or identifications stolen. I am a victim of identity theft. My social security number is being used fraudulent. I sent a copy my identification to your fraud team because they stated they needed a copy. You can reach me at [redacted] should you need further clarification.
Regards,
[redacted]
Dear Ms. [redacted] We received your additional complaint addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues Woman Within® credlt card accounts and we are here to assist you with all account-related questions or concerns. I appreciate the opportunity to respond to your concerns. Our records indicate that the situations referenced in your complaint have been investigated and a response was previously issued explaining our findings and resolution. Comenity Bank's position remains unchanged. A copy of the previous response has been enclosed for your records. It is my understanding that you have spoken with the Revdex.com. When a response to the Revdex.com is uploaded for the consumer to view, an internal Revdex.com system reviews the letter, and then copies our response to you. When my response was copied from the Revdex.com's system, there was a miscommunication in the information that was provided, which was addressed with the Revdex.com. It is also my understanding that you were sent a special letter explaining the miscommunication that occurred. My letter sent on June 23, 2015, has the correct information in reference to your above-referenced account. A billing statement was sent to you on April 7, 2015. This statement included your payment of $30.00. It also includedd a late fee credit of $20.00 and a finance charge credit of $5.32. A copy of this billing statement is enclosed for your records. If you have further questions regarding the charges and credits applied to your account, please contact Woman Within® at ###-###-####. If you have further questions regarding the charges from Palm Beach Jewelry, or need to make a return, please contact them at: Palm Beach Jewelry [redacted]
[redacted] ###-###-#### You are a valued customer and we apologize for any confusion or frustration this matter has caused you. Should you have any further questions regarding your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). It is often easier to resolve a matter, if we can discuss it. Please contact me if you feel this matter has not been properly resolved. I will be happy to assist you. Sincerely, Amanda R[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card account. We are here to answer your questions and assist with your concerns. I understand from your correspondence that you were told your account...
would be at a zero balance due to the Bank representative removing the remaining charges. I also understand you are requesting any derogatory information be removed from your credit bureau report. Please be advised your account was closed at your request on August 29, 2016. Adjustments have been made to the account to remove the remaining balance. We apologize this was not done correctly when we previously adjusted the account. Please be assured matters of this nature are reviewed by management so additional training/coaching can be provided to our associate. Please be assured, notification was sent to the national credit-reporting agencies with instructions to remove the delinquencies from your credit bureau report. Please allow the credit-reporting agencies 45 days to update their records. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Kristina W[redacted] Compliance Dept. – Consumer Responses CC: Revdex.com
Dear [redacted]:Comenity Bank (Bank) received your correspondence regarding the above-referenced account.Comenity Bank issues the DSW Rewards Visa credit card. We are here to answer your questions andassist with your concerns.Your correspondence states there are two late payments reflected on your account; however, whenyou checked your account balance through the Bank’s Interactive Voice Response (IVR) system inJuly and August 2017, you were advised your account had a zero balance. You state you called theBank and attempted to discuss the matter with multiple associates, but the associates were abusiveto you and the matter was not resolved. You indicate that you requested a new credit card becauseyour previous credit card number was compromised, and the representative you spoke with advisedthat you made a $10.97 purchase on June 11, 2017, and there were two late fees on your account.You state that you received a birthday gift card and returned to DSW to have your previous purchaseadjusted using the gift card. You mention that you attempted to use your credit card in the store and itwas rejected, even though the credit limit had not been reached. Additionally, you state you did notreceive your monthly billing statements. You are requesting for the late fees to be removed and foryour account to be closed.We reviewed the concerns noted in your correspondence and would like to provide the followinginformation. A review of your account shows a purchase in the amount of $10.97 was made using theaccount on June 11, 2017. Your June 2017 billing statement showed a total balance of $10.97 with aminimum payment of $10.97 due by July 18, 2017. No payments have been received by the Banksince August 2, 2016; as a result, late fees and minimum charges totaling $59.91 were assessed tothe account. Please keep in mind that when payments are not received, are made for less than theminimum required, or are received after the due date cut-off time, the account will be assessed a latefee, as explained in the Credit Card Agreement.On September 14, 2017, you contacted the Bank regarding the above-mentioned fees and as a onetimecourtesy, the representative you spoke with applied a late fee credit of $17.97 and a financecharge credit of $1.54 to the account. These credits are reflected on your September 2017 billingstatement.Please note that the available credit on your account was suspended in September 2017 due todelinquency. The suspension prevents you from making purchases until the account is brought backto a current status. The account is currently three billing cycles past due and was closed, per yourrequest, on September 14, 2017.In regard to your statement about the IVR system advising your account had a zero balance in July2017 and August 2017, we reviewed the Bank’s IVR records and were not able to locate any instanceswhere you called the IVR system regarding your DSW Rewards Visa account during the months ofJuly 2017 or August 2017. Your account balance for the July 2017 billing cycle was $23.94 and youraccount balance for the August 2017 billing cycle was $43.91. These balances wrtr accuratelyreflected in the IVR system.With respect to your statement about Bank associates treating you in an abusive manner, we reviewedthe applicable telephone conversations and did not identify any instances of inappropriate orunprofessional behavior on the part of any Bank associates; however, we apologize if you felt you didnot receive the best customer service. We never intend to treat our customers in a less-than satisfactorymanner. We are committed to providing the best customer service and are disappointedwhen a customer feels this standard was not met.Upon receipt of your correspondence, we contacted DSW regarding the birthday coupon discount,and verified that, on July 7, 2017, a DSW associate applied a birthday coupon discount in the amountof $5.00 to one of your purchases. A credit in the amount of $5.51 (birthday coupon discount + tax)was issued to your Mastercard ending in [redacted]. This account is not associated with your DSW RewardsVisa account. Please note that since the credit for the birthday coupon discount was issued to yourMastercard ending in [redacted], the balance on your DSW Rewards Visa account was not impacted, andthe $10.97 purchase amount remained on the account.In regard to your statement about not receiving your monthly billing statements, your account wasregistered through our online Account Center on March 30, 2016, which provides account holders theability to view statements and make payments online. On the same date, you enrolled in paperlessstatements, meaning you would receive your statements online versus postal mail. When enrolled inpaperless statements, we send you a monthly Statement-Ready Email (SRE) notifying you thestatement is available to be viewed. The last SRE was sent on September 26, 2017, and we do nothave record of any emails being returned as undeliverable from the email address you provided.Please note your enrollment in paperless statements was cancelled, per your request, on September14, 2017. Going forward, paper billing statements will be sent to the address on file for your account,until the balance is paid in full.Finally, if you believe the above-mentioned credit card account number has been compromised,please contact our Account Protection team at (800) 888-1726 and they will be happy to investigateany potential fraud on your account.While we understand your frustration, we respectfully decline to credit any additional late fees on youraccount. We have determined the account balance is accurate and no additional adjustments areneeded. As of the date of this letter, your account balance is $51.37 with a minimum payment of $31.40due by October 18, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Jessica A[redacted]Compliance Dept. – Consumer Responsescc: Consumer Financial Protection Bureau
Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account. ComenityBank issues the BrylaneHome credit card. We are here to answer your questions and assist with yourconcerns.We understand that when placing an order with BrylaneHome, you were advised to...
call and make apayment. When you attempted to make contact you waited two hours to speak to a manager, but were notable to reach anyone, so you hung up. You mailed in a $50.00 payment, but have not received any formof acknowledgment for the payment, nor whether there is a balance or not. You are requesting to speak toa manager.I attempted to contact you on February 1, 2017, at the number ending in [redacted], to advise you of my findings.Unfortunately, my attempt was unsuccessful.Please understand that Comenity Bank and BrylaneHome are two separate entities. Comenity Bank isresponsible for addressing questions related to your credit card account, while BrylaneHome is responsiblefor handling matters related to sales, merchandise processing, returns, and shipping.Bank records indicate an order in the amount of $210.96 posted to your account on February 3, 2017. Your$50.00 payment was applied to the account on January 25, 2017. Therefore, as of the date of this letter,the balance on the account is $160.96, with a minimum payment of $20.00, due on March 3, 2017.If you have any questions about your order, we suggest that you contact BrylaneHome Catalog CustomerService directly at ###-###-####. They will be happy to assist you.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,
July 23, 2015 Linda Medina 10803 Wellington Street Melrose Park, IL 60164-1258 RE: Haband Credit Card Account Ending In 5586Revdex.com Complaint ID # 10713770 Dear Ms. Medina: Thank you for contacting the Better Business...
Bureau, regarding the above-referenced account. Comenity Capital Bank issues Haband credit card accounts, and we are here to help with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. You state in your complaint that you are attempting to close your account, with only late fees currently due. You further state that you have been issued several late fees and have not been able to resolve this matter without further assistance. You are requesting for any outstanding balance to be credited. We sincerely apologize for any inconvenience or frustration this matter may have caused you. In the interest of customer service, we have issued credits totaling $68.00 to remove the remaining balance from the account. Please be assured, we have sent notification to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the Blair account, from your credit bureau report. Please allow the credit-reporting agencies 45 days to update their records. The account was closed, at your request, on June 18, 2015. We hope you find this information helpful. If you have any questions, or need additional assistance, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted]
We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues TORRID credit card accounts, and we are here to help answer account-related questions. Your complaint was forwarded to my attention and I appreciate...
this opportunity to address your concerns. We understand from your complaint that you made a payment October 19th, although your payment due date is October 18th. You state the account was assessed a $27.00 late fee. You state you called and spoke with the Bank regarding not having an income, requested the late fee removal and a due date change. You state the Bank advised you the late fee could not be removed and each cardholder has the same due date. You state you spoke with the Bank in September and were advised that as long as you paid by the 23rd; you would not have a problem. You request the late fee be refunded and the payment process made easier so that the account is not assessed late fees. I am happy to share my findings. We have reviewed the concerns in your complaint, as well as the applicable telephone conversations. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. 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. Please be advised there is no grace period. We understand your request to change the due date on your account to a later date; however, TORRID credit card accounts do not have the option to change the due date. We value you as a customer and apologize for any inconvenience you may experience as a result of this situation. To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you. In-store: If the retailer listed on your card has a store near you, you may be able to drop off your payment in the store so it can be applied to your account on the same day. Check the back of your 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 your account 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 TORRID 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’re 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 a same-day payment, you may call us at the phone number on the back of your billing statement before 8 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative. Please note no Bank errors were found, however in the interest of customer service we issued a credit of $27.00 for the prior late fee assessed. We are unwilling to remove any additional fees regarding this matter. As of the date of this letter the balance is $34.14. 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 1-800-675-5685, ext. 7293578 (TDD/TTY 1-800-695-1788). I will be happy to assist you. Sincerely, Kaija M[redacted] Consumer Relations Specialist CC: Revdex.com
Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Venus credit cards, and we are here to answer all of your account-related questions. Your correspondence was forwarded to my attention, and...
I appreciate the opportunity to assist you. We understand your concerns regarding the purchases that billed to your Venus credit card account, as well as the fees that were assessed to the account. You stated that you believed the purchases had been billed to your personal credit card account, and when you found out this was not the case, you made payment for the purchases. You feel that the fees should be removed and the account updated. We apologize for any inconvenience or frustration that this matter may have caused you. Bank records indicate your Venus credit card account was opened on May 11, 2015. On June 22, 2015, a charge in the amount of $54.95 was billed to the account. A billing statement was sent to you on June 22, 2015, with a balance of 54.95, and a minimum payment of $25.00, due by July 18, 2015. As no payment was received, a late fee and finance charge were assessed to the account. On July 7, 2015, a charge in the amount of $16.00 was billed to the account. A billing statement was sent to you on July 23, 2015, with a balance of $97.95, and a minimum payment of $30.00, due by August 18, 2015. As no payment was received, a late fee and finance charge were assessed to the account. We received a payment of $70.95 on September 22, 2015; however, there was still a balance on the account. Since no additional payments were received, additional fees have been assessed, bringing the balance on the account to $169.26. In the interest of customer service, we have issued credits in the amount of $169.26 for the previously assessed fees. Additionally, we have sent notification to the national credit-reporting agencies to remove the delinquencies that were recently reported for the months of November and December 2015, with regard to this issue. Please allow 45 days for these agencies to update their records. I hope you find this information to be helpful. If you have any further questions or concerns, you may contact me at ###-###-####, ext. [redacted]8 (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Melissa L[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence. We are here to answer your questions and assist with your concerns. We would like to assist you in resolving this matter. Unfortunately, we are unable to locate the account you are referencing in your...
correspondence based on the information provided. In order to investigate your concerns, please provide your account number, copies of your billing statements, and/or a copy of your credit bureau report showing your account. Once this information has been received, we will be able to further investigate. Please send this information to my attention at the address shown above. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Rosa M[redacted]