We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. As the bank that issues VICTORIA’S SECRET credit cards, we are here to help answer all account-related questions. Your complaint was forwarded to my attention, and I appreciate the...
opportunity to assist you. We understand your concerns regarding the late fee and the credit-reporting information for your VICTORIA’S SECRET account. We also understand that you believed you were set up on auto payments, but found that the payments are a one-time payment scheduled on the Bank’s Account Center. Please accept our apology for any confusion or inconvenience this may have caused. After a thorough investigation of the VICTORIA’S SECRET account, our records indicate that you logged into Account Center on August 7, 2016, and updated your personal banking information. As VICTORIA’S SECRET does not offer an auto payment option online, you were not enrolled in auto payments. As you are enrolled to receive paperless statements; since March 30, 2016, you were sent a statement ready email notification on August 21, 2016, and September 20, 2016. The emails were sent to the email address you provided at registration; [email protected]. Your August statement reflected a balance of $40.56 for the purchase you made on August 12, 2016. A payment for $27.00 was due by September 12, 2016. As payment was not received, the account was charged a late fee of $27.00. On September 30, 2016, you logged into Account Center and scheduled a payment for $68.56, which included the late fee charge. As of today’s date, the account balance is zero. Please be assured that although the payment was late, it was not 30 or more days late; therefore, Comenity Bank has not reported the VICTORIA’S SECRET credit card account as delinquent to the credit-reporting companies. You are a valued customer and we hope you found this information to be 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]
February 9, 2017 [redacted]
[redacted]
[redacted]
* RE: [redacted]
[redacted]...
[redacted] Dear Jennifer S[redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the [redacted] credit card. We are here to answer your questions and assist with your concerns. We understand the concerns noted in your correspondence, regarding not receiving your monthly billing statement for December 2016. We also understand you are requesting the additional late fee removed from your account. On January 30, 2017, the Bank removed the first late fee in the amount of $27.00 from your account. Although there are no Bank errors, in the interest of customer service, we have issued credit for an additional late fee of $27.00, along with the finance charge of $1.00. A total of $55.00 in fees has been removed from your account. These adjustments have created a credit balance of $28.00 on your account. The credit balance will be returned to you, under separate cover, via refund check. Please allow 14 business days for the refund check to arrive. Please find enclosed copies of all billing statements that have been issued on your [redacted] credit card. Additionally, at your request, the account was closed on February 8, 2017. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, [redacted]
Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the accounts referenced above. Comenity Bank issues the above-referenced credit card accounts, and we are here to assist you with all account-related questions. I appreciate...
the opportunity to respond to your concerns. We understand from your complaint that you have been a customer of Woman Within for many years but your interest rate is becoming too high. Since your computer was stolen, you had no way to check your account. You do not believe that the quality of the products you receive is adequate. You state that you have closed this account and you will pay what is owed when the Bank sends an appropriate bill to your address. You are requesting to pay what you owe on purchases without the fraudulent interest being assessed. Please be advised that Comenity Bank has been the financer of your above referenced accounts since the accounts were opened. I have enclosed copies of the Credit Card Agreements (CCA) for your records. Please find below your account summaries, as of the date of this letter. We have enclosed copies of the billing statements, which show the account activity that comprised the account balances. These billing statements reflect accurately assessed interest rates. You are currently being offered the lowest Annual Percentage Rate (APR) available for the above referenced accounts. We understand that it may seem high especially when compared to some other bank card finance charge rates. However, please be aware that the credit card accounts referenced above charge no annual fees as many banks do. This factor alone can offset what appears to be the lower cost of having a bank card. Additionally, we offer the option to pay the balance in full monthly to avoid paying finance charges on your balance. Please note Comenity Bank and Woman Within, along with Roaman’s are separate entities. The Bank issues and is responsible for addressing questions related to your credit card accounts. Woman Within, and Roaman’s are responsible for handling matters related to sales, merchandise processing, returns and shipping. As of today’s date, the Woman Within® credit card account has a balance of $734.17, and a minimum payment of $85.00, due by August 3, 2016. The account is currently two billing cycle past due. Our records indicate the Roaman’s® account was opened online on September 11, 2015. As of today’s date, the Roaman’s® credit card account has a balance of $119.89 and a minimum payment of $25.00, due by August 3, 2016. The account is currently one billing cycle past due. Please keep in mind when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee and finance charge, as explained in the CCA. Should an account exceed six consecutive billing cycles past due, the account will be closed, written off, and reported to the national credit-reporting agencies as an unpaid debt. Since Woman Within and Roaman’s are owned by the same parent company, merchandise can be purchased from both entities using their credit card accounts interchangeably. According to Woman Within records, the order number [redacted] of $95.54 was for an order placed on February 7, 2016, and processed to your Roaman’s® account. The order consisted of one Orange Melon Big Shirt, one Paradise Turq Big Shirt, one Vivid Berry Big Shirt, one Soft Lime Big Shirt, and one Bright Pink Big Shirt. On February 9, 2016, a charge of $79.15 posted to the account and consisted of one Orange Melon Big Shirt, one Vivid Berry Big Shirt, one Soft Lime Big Shirt, and one Bright Pink Big Shirt. The Paradise Turq Big Shirt was on backorder, and was not shipped until May 6, 2016. On May 6, 2016, a charge of $16.39 posted to the account for the Paradise Turq Big Shirt. If you have further questions regarding the orders billed to your accounts, please contact Woman Within at ###-###-####. You are a valued customer and I hope this information is helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Amanda R**
I filed a complaint with Revdex.com, 04/15, against Comenity Bank/Brylane Home regarding purchases that I did not make on my Brylane Account. Acct.#[redacted]. Comenity Bank submitted a large package of documents to me that did not meet my request to have verification of the purchases that they claim I made and owe for the items. No document of their purchase claim was included.I will submit the documents Comenity Bank sent to me, if Revdex.com requires them.I would like to pursue this matter, until a resolution has been reached and cleared off of my credit report.Thank you in advance for your assistance with this matter.[redacted]
Dear Ms. [redacted]: Thank you for contacting Comenity Capital Bank. As the bank that issues HSN credit card accounts, we respond to all account-related concerns. Your complaint, addressed to the Revdex.com, was forwarded to my attention, and I appreciate the opportunity to...
assist you.We understand from your complaint that your HSN account was set up on a payment plan; however, due to the passing of your son, and only receiving short-term disability, you were unable to maintain the arrangements. We further understand that you were notified that the account was closed and would be sent to a collection agency. After speaking with a Bank representative, the only payment plan available was a three month arrangement to pay the balance in full. You state that the Bank representatives are rude and refuse to make reasonable arrangements on the above-noted account. Please note that you are a valued customer, and we are truly sorry to hear about the passing of your loved one. After a thorough investigation, Bank records confirm on July 1, 2014, the HSN account was enrolled in our Customer Hardship Program. This program provides customers with six to twelve months of special terms in order to bring and keep their account current. On July 3, 2014, a confirmation letter outlining the terms of enrollment and the stipulations regarding the termination of the program was mailed to your address. Specifically, you were notified if two consecutive payments or three total payments were missed, the HSN account would be terminated from the program. Please understand that Comenity Capital Bank categorizes returned checks as missed payments. Enclosed, please find a copy of this letter, for your review.Our records further indicate on July 1, 2014, you contacted our office to change the banking information previously provided. On November 3, 2014, December 3, 2014, and January 3, 2015, the Bank attempted to withdraw three payments of $25.00 each from your checking account; however, on November 7, 2014, December 9, 2014, and January 8, 2015, these payments were returned by your financial institution, due to insufficient funds. As a result, the payments were added back into the HSN account balance, and the account was removed from the Hardship Program, due to unsuccessful completion. On September 7, 2015, the HSN account wrote-off, due to non-receipt of payment, with a balance of $1,014.14. The account is currently being managed by our Recovery Team. To discuss suitable payment arrangements, we recommend that you contact our Recovery Team at ###-###-#### (TDD/TTY ###-###-####) for further assistance.Lastly, your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Capital Bank is committed to providing the best customer service, and it is never our intentions to treat our customers in a less-than-satisfactory manner. Calls and letters of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed.We hope you find this information helpful. Should you have any further questions regarding the account, please contact our Recovery Team at the number listed above. They will be happy to assist you.Sincerely,Lauren S[redacted]
Commenity Bank has yet to post charges of what was purchased, what was returned, and payments made. They have NO idea why they showed a balance due, when HSN shows my account was paid and up to date.
Also, I never agreed to allow my husband [redacted] to purchase anything on my account. He did purchase a computer for me for Christmas, but has a different number for his bank card and it also shows his account was paid in full.
Commenity Bank refuses to give a detailed list of charges, purchases, refunds, and payments which would show a difference in what I feel I owed them. The account was paid in full, ONLY to make sure they did not destroy my good credit rating.
Regards,
[redacted]
Yesterday I received a stack of statements from Comenity which they claims was mailed to me back in September when I made my 1st purchase.I never received any statements in the mail or in my email, I did inquire why I did not see the return in deducted from my account, in email response because the items came from the UK any returns takes longer and would be a while before it appears on my statement.Not once was I inform that I would be charge a fee because of the time for items to reach the UK.Not once did I receive any statements for late fee until yesterday when I received 13 pages which they came I was sent.I return all items way in advance, if the items are being sent to the UK why should I be charged.[redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues VICTORIA'S SECRET credit card accounts, and weare here to help answer your account-related questions. Your complaint, was forwarded to myattention,...
and I appreciate the opportunity to assist you.We understand that you requested to settle your account balance in April 4, 2016, in the amountof $477.89, and you were to receive a letter indicating the account was paid, closed, and reportedto the credit bureaus within 45 days. After three months the changes have not been made andyour credit report continues to reflect an unpaid balance. You are requesting the Bank correctyour credit report.Bank records indicate that the account was permanently closed as an unpaid debt on May 15,2015, and was sent to a third party collection agency, Professional Bureau of Collections. Afterfurther research, please be assured that we have asked them to return the account to ComenityBank, and we updated our records with a "Closed Settlement" notation. Additionally, the nationalcredit-reporting agencies have been made aware of the changes that need to be made on yourcredit report. Please allow them up to 45 calendar days to update their records.You may keep this letter as confirmation of the settlement for your records.We sincerely apologize for the inconvenience this matter may have caused you. If you have anyfurther 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]Thank you for your recent complaint regarding the account noted above. Comenity Bank issuesmaurices credit cards and we are here to help with your account-related questions andconcerns. Your complaint, addressed to the Revdex.com, was forwarded to myattention and I...
appreciate the opportunity to assist you.I understand from you complaint, our Customer Care department was to credit late fees in theamount of $25.00 and $32.00, in which you state, the requested late fees were not creditedback to your maurices credit card account. You are requesting Comenity Bank to honor ourpromise and credit both late fees to your account.After a thorough review of the above-mentioned account, Bank records indicate a late fee of$35.00 was credited back to the maurices credit card account on July 18, 2015; however, thelate fee of $25.00 has not been credited back to your account.We apologize for the inconvenience this matter may have caused you, and in the interest ofcustomer service, a late fee credit in the amount of $25.00 has been added to your account onJuly 23, 2015; which reduced the total balance from $186.25 to $161.25. Please note, aminimum payment of $40.00, is due by August 10, 2015.I hope you find this information to be helpful. Should you have additional questions or concernsabout this issue, please contact me at ###-###-####, ext. [redacted] * (TDDTTTY ###-###-####). I would be happy to assist you.Sincerely,Geanine M[redacted]
Dear Mr. [redacted] Thank you for contacting the Revdex.com, regarding the above-mentioned account. Comenity Bank issues Marathon® credit card accounts, and we are here to help with your account-related questions. Your letter was forwarded to my attention, and I...
appreciate this opportunity to address your concerns. We have received your correspondence regarding your concerns with your Marathon® credit card account. Please be assured that as of March 20, 2016, we have notated your account for collection calls to cease. After a review of your account we show that the Marathon® account has a balance of $827.82 and was written off as an unpaid debt on January 02, 2016. The account wrote off due to payments not being consistently made, the minimum payment not being met each month and payments that were made being returned. We do not have any records of a prior request to close the account or special payment arrangements. Statements were sent via email each month to [redacted] and we have no record of anything being returned. Comenity Bank is required by law to report factual data to the credit bureaus with regard to account activity. At this time, Comenity Bank finds no errors in its reporting of your Marathon® account to the credit bureaus. Delinquent accounts typically will report for seven years from the date of first delinquency. We hope you find this information helpful. Should you have any further questions, I can be reached directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Justina M[redacted]
Although I appreciate the Bank has informed me that as of the date of their letter to me of 4/14/17, my balance is zero, I do not feel comfortable closing my complaint until I know for a certainty my dispute is closed as well and that my balance will remain zero unless I make further purchases using my Loft Mastercard. The Bank stated in their letter as well on 4/14/17 that the dispute process may take up to 60 days for completion. I do not understand why this error, on the part of the Bank should take that long to resolve. It was made very clear in my 15 page fax which included the dispute form and receipts that it was clearly the Bank's error. If 3-store managers can quickly see the fault lies with Comenity Bank then why can't the Bank see this as well. If I close this complaint with the Revdex.com and Comenity Bank refuses to see their error then I have to start all over again. After all that Comenity Bank has put me through I just do not trust them until this situation is completely resolved; both my balance remaining at zero unless I use my Loft Mastercard and the dispute being closed and resolved to my satisfaction which would be that Comenity Bank closes this dispute, acknowledging it was their error.
Regards,[redacted]
Dear Ms. [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-notedaccount. Comenity Bank issues VICTORIA'S SECRET credit card accounts, and we arehere to answer your questions. The complaint was forwarded to my attention, and I appreciatethe opportunity...
to address your concerns.Please accept our sincere apology for the frustration and inconvenience you experienced, withregard to the application process and the hard inquiry on your credit profile. We understandyour concerns expressed in the complaint, and we appreciate you taking the time to contact theBank.Bank records indicate the account was opened on May 29, 2016, in the name of [redacted] The Bank determines credit approval in part or in whole of information returned fromthe credit bureau agencies.Please be assured, in the interest of customer service, notification has been sent to the credit-reportingagencies with instructions to delete the credit inquiry from your credit profile. Pleasenote that due to their compliance policies, the credit bureaus do not delete inquiries from aconsumer's credit bureau report. However, when the Bank requests that an inquiry beremoved, the credit bureaus will change it to a soft inquiry. This means that that inquiry onlyappears when the consumer pulls his or her own credit report. A soft inquiry does not appearon a consumer's credit report that is provided to a lender or any other authorized party, and itdoes not impact the consumer's credit score. Therefore, you will continue to see the inquiry onyour credit report, but it will not be visible to anyone else who may pull your credit report.As requested, your VICTORIA'S SECRET credit card account has been closed.I hope this information is helpful. If you have any further questions or concerns, please contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
Complaint: [redacted]
I am rejecting this response because: The credits that they showed were due to another error on their part. I wasn't aware that an item I never picked up wasn't sent back as it states in their policy. The store held onto the item for 2 months. The customer service rep apologized SO much for the error and reversed all the charges. So those charges & credits happened because of the Lane Bryant end not mind. Very disappointed that you didn't research those credits farther since they can only make one credit every 18 months as I was told. More lies that were told to me again. I will not pay this balance EVER because of there error!
Regards,Paula F[redacted]
the error in the account is yours. if somebody took the time it would take to accurately research this, you would see that there is no money on the account that is for merchandise. its all finance charges and late fees. thats it. I am a responsible person. if I make a mistake, I own it. you should do the same thing. you ignore the fact that I have repeatedly said I could not access my account via your web site. I therefore had statements sent via my bank, td bank. all the payments I made were of merchandise, and interest accrued on the merchandise. no money there is for merchandise. its interesting that you claim that [redacted] cant be the address on my statement, for reasons that boggle the mind, yet the letter you sent me has the address correct, [redacted]. the statement for december was received by me in february. this is as a result of your erroneously having my address as [redacted] they arent the same thing. you ask for my address and I give it to you. you should figure out a way to make the address the way the customer tells you. it is against the law to threaten me with negative information on my credit report history. if you continue this threat, if you do anything to my credit report, I will have no alternative but to report you to the FTC for violation of the fcba. youve already lost a customer. I will never shop in victoria's secret again. as a result of your actions, I no longer have a victoria's secret credit card. start doing the right thing. straighten out the mess youve made with this account. I will pursue this legally.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Dear [redacted] Comenity Bank (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 questions and assist with your concerns. We understand you have been working with a...
debt consolidation company to make your payments on your account. You state even though your account is being paid according to the contract, the Bank continues to report the account negatively. Additionally, the Bank is supposed to take the minimum payment according to the debt consolidation, and you are still being harassed for funds. You are requesting to have the account deleted from your credit report. When an account is delinquent, we will make proactive attempts to contact the customer, communicate the situation and work out payment arrangements to minimize any negative credit reporting. Many times a payment is overlooked, and reminder calls or payment discussions are helpful to bring the account back to a current status. Bank records indicate there have been no collection attempts made on your account since June 2017. After a review of the above-referenced account, we find you are enrolled in a Consumer Credit Counseling Program. The Bank accepted the terms of the repayment plan and your minimum payment is $10.00, due by the 1st of each month. On June 25, 2017, a letter was mailed to you confirming the Bank’s acceptance of your debt management repayment plan. Please note the confirmation letter states; if you pay less than the required amount for three consecutive payments, your account will revert to the original terms as disclosed in your Credit Card Agreement. This will include your account being moved back to the original Annual Percentage Rate and payment calculations and the reinstatement of any fees that were suspended during this program. We have enclosed a copy of this letter for your records. A billing statement was issued on July 6, 2017, with a balance of $317.54 and a minimum payment of $10.00 due by August 1, 2017. The August 2017 payment was not received. A billing statement was issued on August 6, 2017, with a balance of $320.25 and a minimum payment of $10.00 due by September 1, 2017. A payment of $5.68 was received on August 12, 2017. Please be advised when payments are not received, are received after the due date, or are made for less than the minimum required, the account is considered delinquent and will be reported as such. Please be aware, because the required minimum payment has not been received for two consecutive months, the account is in jeopardy of being removed from the debt management repayment plan. Please ensure a payment of $10.00 is received by October 1st, 2017, to maintain the account’s participation in the debt management plan. . We understand your concern regarding your credit report. We have verified we are reporting the account correctly to the credit reporting agencies as we are required by law. As such, we respectfully decline your request to have the account deleted from your credit report. 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, 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 09/15/2017. 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 Avenue credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. I understand from your complaint that money is being taken out of your personal bank account. You do not have an account with Comenity Bank nor did you make any purchases. You are requesting that no more monies be debited from your bank account; due to you not knowing why these payments are being debited from your account. I am happy to share my findings with you. After a thorough review of our records, an Avenue credit card account was located in your name. Please find a summary of the Avenue account below. I have enclosed a copy of the account Credit Card Agreement (CCA), as well as copies of billing statements which show the account activity that comprised the account balance and delinquencies. The Avenue account was opened on May 10, 2014; use of the account or failure to close the account within 30 days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. The last purchase of $250.00 was made on May 10, 2014, and the last payment of $150.00 was received on August 15, 2015, and the account is current. As of the date of this letter, the account balance is $425.29 with a minimum payment of $25.00 due on September 16, 2015. If you believe that this account was opened due to ID Theft, please complete the enclosed Identity Theft Victim’s Complaint and Affidavit please return the completed Affidavit, to our Account Control Department (Fraud) along with a copy of your driver’s license, and a written request for the application. Once this is information is received you will be notified by mail of the findings. Listed below is the address and telephone number for our Account Control Department: Account Protection (Fraud) Department 220 West Schrock Road Westerville, OH 43081 ###-###-#### (TDD/TYY ###-###-####) We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience. If you have any further questions regarding this letter, please contact me at ###-###-####, ext. [redacted]TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, ...⇄ Renee S[redacted]
[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 [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. As the bank that issues VICTORIA’S SECRET credit cards, we are here to help answer all account-related questions. Your complaint was forwarded to my attention, and I appreciate the...
opportunity to assist you. We understand your concerns regarding the late fee and the credit-reporting information for your VICTORIA’S SECRET account. We also understand that you believed you were set up on auto payments, but found that the payments are a one-time payment scheduled on the Bank’s Account Center. Please accept our apology for any confusion or inconvenience this may have caused. After a thorough investigation of the VICTORIA’S SECRET account, our records indicate that you logged into Account Center on August 7, 2016, and updated your personal banking information. As VICTORIA’S SECRET does not offer an auto payment option online, you were not enrolled in auto payments. As you are enrolled to receive paperless statements; since March 30, 2016, you were sent a statement ready email notification on August 21, 2016, and September 20, 2016. The emails were sent to the email address you provided at registration; [email protected]. Your August statement reflected a balance of $40.56 for the purchase you made on August 12, 2016. A payment for $27.00 was due by September 12, 2016. As payment was not received, the account was charged a late fee of $27.00. On September 30, 2016, you logged into Account Center and scheduled a payment for $68.56, which included the late fee charge. As of today’s date, the account balance is zero. Please be assured that although the payment was late, it was not 30 or more days late; therefore, Comenity Bank has not reported the VICTORIA’S SECRET credit card account as delinquent to the credit-reporting companies. You are a valued customer and we hope you found this information to be 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]
February 9, 2017 [redacted]
[redacted]
[redacted]
* RE: [redacted]
[redacted]...
[redacted] Dear Jennifer S[redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the [redacted] credit card. We are here to answer your questions and assist with your concerns. We understand the concerns noted in your correspondence, regarding not receiving your monthly billing statement for December 2016. We also understand you are requesting the additional late fee removed from your account. On January 30, 2017, the Bank removed the first late fee in the amount of $27.00 from your account. Although there are no Bank errors, in the interest of customer service, we have issued credit for an additional late fee of $27.00, along with the finance charge of $1.00. A total of $55.00 in fees has been removed from your account. These adjustments have created a credit balance of $28.00 on your account. The credit balance will be returned to you, under separate cover, via refund check. Please allow 14 business days for the refund check to arrive. Please find enclosed copies of all billing statements that have been issued on your [redacted] credit card. Additionally, at your request, the account was closed on February 8, 2017. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Tell us why here...
Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the accounts referenced above. Comenity Bank issues the above-referenced credit card accounts, and we are here to assist you with all account-related questions. I appreciate...
the opportunity to respond to your concerns. We understand from your complaint that you have been a customer of Woman Within for many years but your interest rate is becoming too high. Since your computer was stolen, you had no way to check your account. You do not believe that the quality of the products you receive is adequate. You state that you have closed this account and you will pay what is owed when the Bank sends an appropriate bill to your address. You are requesting to pay what you owe on purchases without the fraudulent interest being assessed. Please be advised that Comenity Bank has been the financer of your above referenced accounts since the accounts were opened. I have enclosed copies of the Credit Card Agreements (CCA) for your records. Please find below your account summaries, as of the date of this letter. We have enclosed copies of the billing statements, which show the account activity that comprised the account balances. These billing statements reflect accurately assessed interest rates. You are currently being offered the lowest Annual Percentage Rate (APR) available for the above referenced accounts. We understand that it may seem high especially when compared to some other bank card finance charge rates. However, please be aware that the credit card accounts referenced above charge no annual fees as many banks do. This factor alone can offset what appears to be the lower cost of having a bank card. Additionally, we offer the option to pay the balance in full monthly to avoid paying finance charges on your balance. Please note Comenity Bank and Woman Within, along with Roaman’s are separate entities. The Bank issues and is responsible for addressing questions related to your credit card accounts. Woman Within, and Roaman’s are responsible for handling matters related to sales, merchandise processing, returns and shipping. As of today’s date, the Woman Within® credit card account has a balance of $734.17, and a minimum payment of $85.00, due by August 3, 2016. The account is currently two billing cycle past due. Our records indicate the Roaman’s® account was opened online on September 11, 2015. As of today’s date, the Roaman’s® credit card account has a balance of $119.89 and a minimum payment of $25.00, due by August 3, 2016. The account is currently one billing cycle past due. Please keep in mind when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee and finance charge, as explained in the CCA. Should an account exceed six consecutive billing cycles past due, the account will be closed, written off, and reported to the national credit-reporting agencies as an unpaid debt. Since Woman Within and Roaman’s are owned by the same parent company, merchandise can be purchased from both entities using their credit card accounts interchangeably. According to Woman Within records, the order number [redacted] of $95.54 was for an order placed on February 7, 2016, and processed to your Roaman’s® account. The order consisted of one Orange Melon Big Shirt, one Paradise Turq Big Shirt, one Vivid Berry Big Shirt, one Soft Lime Big Shirt, and one Bright Pink Big Shirt. On February 9, 2016, a charge of $79.15 posted to the account and consisted of one Orange Melon Big Shirt, one Vivid Berry Big Shirt, one Soft Lime Big Shirt, and one Bright Pink Big Shirt. The Paradise Turq Big Shirt was on backorder, and was not shipped until May 6, 2016. On May 6, 2016, a charge of $16.39 posted to the account for the Paradise Turq Big Shirt. If you have further questions regarding the orders billed to your accounts, please contact Woman Within at ###-###-####. You are a valued customer and I hope this information is helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Amanda R**
response.
I filed a complaint with Revdex.com, 04/15, against Comenity Bank/Brylane Home regarding purchases that I did not make on my Brylane Account. Acct.#[redacted]. Comenity Bank submitted a large package of documents to me that did not meet my request to have verification of the purchases that they claim I made and owe for the items. No document of their purchase claim was included.I will submit the documents Comenity Bank sent to me, if Revdex.com requires them.I would like to pursue this matter, until a resolution has been reached and cleared off of my credit report.Thank you in advance for your assistance with this matter.[redacted]
Dear Ms. [redacted]: Thank you for contacting Comenity Capital Bank. As the bank that issues HSN credit card accounts, we respond to all account-related concerns. Your complaint, addressed to the Revdex.com, was forwarded to my attention, and I appreciate the opportunity to...
assist you.We understand from your complaint that your HSN account was set up on a payment plan; however, due to the passing of your son, and only receiving short-term disability, you were unable to maintain the arrangements. We further understand that you were notified that the account was closed and would be sent to a collection agency. After speaking with a Bank representative, the only payment plan available was a three month arrangement to pay the balance in full. You state that the Bank representatives are rude and refuse to make reasonable arrangements on the above-noted account. Please note that you are a valued customer, and we are truly sorry to hear about the passing of your loved one. After a thorough investigation, Bank records confirm on July 1, 2014, the HSN account was enrolled in our Customer Hardship Program. This program provides customers with six to twelve months of special terms in order to bring and keep their account current. On July 3, 2014, a confirmation letter outlining the terms of enrollment and the stipulations regarding the termination of the program was mailed to your address. Specifically, you were notified if two consecutive payments or three total payments were missed, the HSN account would be terminated from the program. Please understand that Comenity Capital Bank categorizes returned checks as missed payments. Enclosed, please find a copy of this letter, for your review.Our records further indicate on July 1, 2014, you contacted our office to change the banking information previously provided. On November 3, 2014, December 3, 2014, and January 3, 2015, the Bank attempted to withdraw three payments of $25.00 each from your checking account; however, on November 7, 2014, December 9, 2014, and January 8, 2015, these payments were returned by your financial institution, due to insufficient funds. As a result, the payments were added back into the HSN account balance, and the account was removed from the Hardship Program, due to unsuccessful completion. On September 7, 2015, the HSN account wrote-off, due to non-receipt of payment, with a balance of $1,014.14. The account is currently being managed by our Recovery Team. To discuss suitable payment arrangements, we recommend that you contact our Recovery Team at ###-###-#### (TDD/TTY ###-###-####) for further assistance.Lastly, your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Capital Bank is committed to providing the best customer service, and it is never our intentions to treat our customers in a less-than-satisfactory manner. Calls and letters of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed.We hope you find this information helpful. Should you have any further questions regarding the account, please contact our Recovery Team at the number listed above. They will be happy to assist you.Sincerely,Lauren S[redacted]
Commenity Bank has yet to post charges of what was purchased, what was returned, and payments made. They have NO idea why they showed a balance due, when HSN shows my account was paid and up to date.
Also, I never agreed to allow my husband [redacted] to purchase anything on my account. He did purchase a computer for me for Christmas, but has a different number for his bank card and it also shows his account was paid in full.
Commenity Bank refuses to give a detailed list of charges, purchases, refunds, and payments which would show a difference in what I feel I owed them. The account was paid in full, ONLY to make sure they did not destroy my good credit rating.
Regards,
[redacted]
Yesterday I received a stack of statements from Comenity which they claims was mailed to me back in September when I made my 1st purchase.I never received any statements in the mail or in my email, I did inquire why I did not see the return in deducted from my account, in email response because the items came from the UK any returns takes longer and would be a while before it appears on my statement.Not once was I inform that I would be charge a fee because of the time for items to reach the UK.Not once did I receive any statements for late fee until yesterday when I received 13 pages which they came I was sent.I return all items way in advance, if the items are being sent to the UK why should I be charged.[redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues VICTORIA'S SECRET credit card accounts, and weare here to help answer your account-related questions. Your complaint, was forwarded to myattention,...
and I appreciate the opportunity to assist you.We understand that you requested to settle your account balance in April 4, 2016, in the amountof $477.89, and you were to receive a letter indicating the account was paid, closed, and reportedto the credit bureaus within 45 days. After three months the changes have not been made andyour credit report continues to reflect an unpaid balance. You are requesting the Bank correctyour credit report.Bank records indicate that the account was permanently closed as an unpaid debt on May 15,2015, and was sent to a third party collection agency, Professional Bureau of Collections. Afterfurther research, please be assured that we have asked them to return the account to ComenityBank, and we updated our records with a "Closed Settlement" notation. Additionally, the nationalcredit-reporting agencies have been made aware of the changes that need to be made on yourcredit report. Please allow them up to 45 calendar days to update their records.You may keep this letter as confirmation of the settlement for your records.We sincerely apologize for the inconvenience this matter may have caused you. If you have anyfurther 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]Thank you for your recent complaint regarding the account noted above. Comenity Bank issuesmaurices credit cards and we are here to help with your account-related questions andconcerns. Your complaint, addressed to the Revdex.com, was forwarded to myattention and I...
appreciate the opportunity to assist you.I understand from you complaint, our Customer Care department was to credit late fees in theamount of $25.00 and $32.00, in which you state, the requested late fees were not creditedback to your maurices credit card account. You are requesting Comenity Bank to honor ourpromise and credit both late fees to your account.After a thorough review of the above-mentioned account, Bank records indicate a late fee of$35.00 was credited back to the maurices credit card account on July 18, 2015; however, thelate fee of $25.00 has not been credited back to your account.We apologize for the inconvenience this matter may have caused you, and in the interest ofcustomer service, a late fee credit in the amount of $25.00 has been added to your account onJuly 23, 2015; which reduced the total balance from $186.25 to $161.25. Please note, aminimum payment of $40.00, is due by August 10, 2015.I hope you find this information to be helpful. Should you have additional questions or concernsabout this issue, please contact me at ###-###-####, ext. [redacted] * (TDDTTTY ###-###-####). I would be happy to assist you.Sincerely,Geanine M[redacted]
Dear Mr. [redacted] Thank you for contacting the Revdex.com, regarding the above-mentioned account. Comenity Bank issues Marathon® credit card accounts, and we are here to help with your account-related questions. Your letter was forwarded to my attention, and I...
appreciate this opportunity to address your concerns. We have received your correspondence regarding your concerns with your Marathon® credit card account. Please be assured that as of March 20, 2016, we have notated your account for collection calls to cease. After a review of your account we show that the Marathon® account has a balance of $827.82 and was written off as an unpaid debt on January 02, 2016. The account wrote off due to payments not being consistently made, the minimum payment not being met each month and payments that were made being returned. We do not have any records of a prior request to close the account or special payment arrangements. Statements were sent via email each month to [redacted] and we have no record of anything being returned. Comenity Bank is required by law to report factual data to the credit bureaus with regard to account activity. At this time, Comenity Bank finds no errors in its reporting of your Marathon® account to the credit bureaus. Delinquent accounts typically will report for seven years from the date of first delinquency. We hope you find this information helpful. Should you have any further questions, I can be reached directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Justina M[redacted]
Although I appreciate the Bank has informed me that as of the date of their letter to me of 4/14/17, my balance is zero, I do not feel comfortable closing my complaint until I know for a certainty my dispute is closed as well and that my balance will remain zero unless I make further purchases using my Loft Mastercard. The Bank stated in their letter as well on 4/14/17 that the dispute process may take up to 60 days for completion. I do not understand why this error, on the part of the Bank should take that long to resolve. It was made very clear in my 15 page fax which included the dispute form and receipts that it was clearly the Bank's error. If 3-store managers can quickly see the fault lies with Comenity Bank then why can't the Bank see this as well. If I close this complaint with the Revdex.com and Comenity Bank refuses to see their error then I have to start all over again. After all that Comenity Bank has put me through I just do not trust them until this situation is completely resolved; both my balance remaining at zero unless I use my Loft Mastercard and the dispute being closed and resolved to my satisfaction which would be that Comenity Bank closes this dispute, acknowledging it was their error.
Regards,[redacted]
Dear Ms. [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-notedaccount. Comenity Bank issues VICTORIA'S SECRET credit card accounts, and we arehere to answer your questions. The complaint was forwarded to my attention, and I appreciatethe opportunity...
to address your concerns.Please accept our sincere apology for the frustration and inconvenience you experienced, withregard to the application process and the hard inquiry on your credit profile. We understandyour concerns expressed in the complaint, and we appreciate you taking the time to contact theBank.Bank records indicate the account was opened on May 29, 2016, in the name of [redacted] The Bank determines credit approval in part or in whole of information returned fromthe credit bureau agencies.Please be assured, in the interest of customer service, notification has been sent to the credit-reportingagencies with instructions to delete the credit inquiry from your credit profile. Pleasenote that due to their compliance policies, the credit bureaus do not delete inquiries from aconsumer's credit bureau report. However, when the Bank requests that an inquiry beremoved, the credit bureaus will change it to a soft inquiry. This means that that inquiry onlyappears when the consumer pulls his or her own credit report. A soft inquiry does not appearon a consumer's credit report that is provided to a lender or any other authorized party, and itdoes not impact the consumer's credit score. Therefore, you will continue to see the inquiry onyour credit report, but it will not be visible to anyone else who may pull your credit report.As requested, your VICTORIA'S SECRET credit card account has been closed.I hope this information is helpful. If you have any further questions or concerns, please contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
Complaint: [redacted]
I am rejecting this response because: The credits that they showed were due to another error on their part. I wasn't aware that an item I never picked up wasn't sent back as it states in their policy. The store held onto the item for 2 months. The customer service rep apologized SO much for the error and reversed all the charges. So those charges & credits happened because of the Lane Bryant end not mind. Very disappointed that you didn't research those credits farther since they can only make one credit every 18 months as I was told. More lies that were told to me again. I will not pay this balance EVER because of there error!
Regards,Paula F[redacted]
the error in the account is yours. if somebody took the time it would take to accurately research this, you would see that there is no money on the account that is for merchandise. its all finance charges and late fees. thats it. I am a responsible person. if I make a mistake, I own it. you should do the same thing. you ignore the fact that I have repeatedly said I could not access my account via your web site. I therefore had statements sent via my bank, td bank. all the payments I made were of merchandise, and interest accrued on the merchandise. no money there is for merchandise. its interesting that you claim that [redacted] cant be the address on my statement, for reasons that boggle the mind, yet the letter you sent me has the address correct, [redacted]. the statement for december was received by me in february. this is as a result of your erroneously having my address as [redacted] they arent the same thing. you ask for my address and I give it to you. you should figure out a way to make the address the way the customer tells you. it is against the law to threaten me with negative information on my credit report history. if you continue this threat, if you do anything to my credit report, I will have no alternative but to report you to the FTC for violation of the fcba. youve already lost a customer. I will never shop in victoria's secret again. as a result of your actions, I no longer have a victoria's secret credit card. start doing the right thing. straighten out the mess youve made with this account. I will pursue this legally.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Dear [redacted] Comenity Bank (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 questions and assist with your concerns. We understand you have been working with a...
debt consolidation company to make your payments on your account. You state even though your account is being paid according to the contract, the Bank continues to report the account negatively. Additionally, the Bank is supposed to take the minimum payment according to the debt consolidation, and you are still being harassed for funds. You are requesting to have the account deleted from your credit report. When an account is delinquent, we will make proactive attempts to contact the customer, communicate the situation and work out payment arrangements to minimize any negative credit reporting. Many times a payment is overlooked, and reminder calls or payment discussions are helpful to bring the account back to a current status. Bank records indicate there have been no collection attempts made on your account since June 2017. After a review of the above-referenced account, we find you are enrolled in a Consumer Credit Counseling Program. The Bank accepted the terms of the repayment plan and your minimum payment is $10.00, due by the 1st of each month. On June 25, 2017, a letter was mailed to you confirming the Bank’s acceptance of your debt management repayment plan. Please note the confirmation letter states; if you pay less than the required amount for three consecutive payments, your account will revert to the original terms as disclosed in your Credit Card Agreement. This will include your account being moved back to the original Annual Percentage Rate and payment calculations and the reinstatement of any fees that were suspended during this program. We have enclosed a copy of this letter for your records. A billing statement was issued on July 6, 2017, with a balance of $317.54 and a minimum payment of $10.00 due by August 1, 2017. The August 2017 payment was not received. A billing statement was issued on August 6, 2017, with a balance of $320.25 and a minimum payment of $10.00 due by September 1, 2017. A payment of $5.68 was received on August 12, 2017. Please be advised when payments are not received, are received after the due date, or are made for less than the minimum required, the account is considered delinquent and will be reported as such. Please be aware, because the required minimum payment has not been received for two consecutive months, the account is in jeopardy of being removed from the debt management repayment plan. Please ensure a payment of $10.00 is received by October 1st, 2017, to maintain the account’s participation in the debt management plan. . We understand your concern regarding your credit report. We have verified we are reporting the account correctly to the credit reporting agencies as we are required by law. As such, we respectfully decline your request to have the account deleted from your credit report. 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, 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 09/15/2017. 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 Avenue credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. I understand from your complaint that money is being taken out of your personal bank account. You do not have an account with Comenity Bank nor did you make any purchases. You are requesting that no more monies be debited from your bank account; due to you not knowing why these payments are being debited from your account. I am happy to share my findings with you. After a thorough review of our records, an Avenue credit card account was located in your name. Please find a summary of the Avenue account below. I have enclosed a copy of the account Credit Card Agreement (CCA), as well as copies of billing statements which show the account activity that comprised the account balance and delinquencies. The Avenue account was opened on May 10, 2014; use of the account or failure to close the account within 30 days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. The last purchase of $250.00 was made on May 10, 2014, and the last payment of $150.00 was received on August 15, 2015, and the account is current. As of the date of this letter, the account balance is $425.29 with a minimum payment of $25.00 due on September 16, 2015. If you believe that this account was opened due to ID Theft, please complete the enclosed Identity Theft Victim’s Complaint and Affidavit please return the completed Affidavit, to our Account Control Department (Fraud) along with a copy of your driver’s license, and a written request for the application. Once this is information is received you will be notified by mail of the findings. Listed below is the address and telephone number for our Account Control Department: Account Protection (Fraud) Department 220 West Schrock Road Westerville, OH 43081 ###-###-#### (TDD/TYY ###-###-####) We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience. If you have any further questions regarding this letter, please contact me at ###-###-####, ext. [redacted]TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, ...⇄ Renee S[redacted]
[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 [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]