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**
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Woman Within@ credit card accounts, and we arehere to assist you with all account-related questions or concerns. I appreciate the opportunity torespond...
to your concerns.We understand from your complaint that you are receiving phone calls and letters fromComenity Bank regarding an amount due, and you would like these communications to stop.You state that you sent in proof of payment, but we continue to advise you that we neverreceived that payment.Regarding the phone calls you are receiving, please understand that when the Bank's recordsshow an account as delinquent, the Bank will make attempts to contact you regard~ngth e statusof the account. Many times a payment is overlooked by the customer, and a reminder call ishelpful to bring the account back to a current status. Due to potential negative ramifications forour customers if an account remains delinquent. Comenity Bank may call you until our attemptto communicate is successful.The telephone numbers ending in [redacted], and [redacted], were shown as possible numbers to contactyou, in an attempt to resolve the balance on your Woman Within@ credit card account. Per yourrequest, we have updated the telephone numbers on the account to ensure that you are nolonger receiving telephone calls from Comenity Bank regarding your Woman Within@ credit cardaccount. However, the Bank may contact you by mail, or service of court filing, which would bein compliance with state and federal law. We can assure you that Comenity Bank follows alllocal, state, and federal laws.Please be advised that the Woman Within@ account was opened on December 27, 2013. Thelast purchase of $7.50 was made on December 26, 2014, and the last payment of $62.68 wasreceived on July 14, 2015. The account balance, as of the date of this letter, is $396.45.Also, upon reviewing your proof of payment, it indicates you processed a payment for $380.65on April 9, 2015. Please be advised, this payment was made through a website calledChargesmart.com, which is a third party payment website. This payment was not made throughour online Account Center. Please be assured, we have researched the information youprovided; however, you would need to contact Chargesmart.com about this payment, as we areunable to locate this payment in our system. Chargesmart.com should be able to trace thepayment and provide us with the electronic transmittal information.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####. ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Amanda R**
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]
Thank you for contacting Comenity Bank regarding the above-referenced account. As the bankthat issues Victoria’s Secret/PINK credit cards, we are here to help answer account-relatedquestions. Your complaint, submitted to the Revdex.com, was forwarded to myattention for review, and I...
appreciate the opportunity to assist you.We understand from your complaint that you were a victim of fraud, and that your account wasfraudulently charged for an unauthorized purchase of $270.82. After disputing the charge and itfinally being resolved, you still received statements which reflect late fees and finance charges.You state that you have not been able to get anyone to help you resolve this, and to get thecharges removed. Please accept our sincere apology for the frustration and inconvenience youhave experienced as a result of this situation.Bank records indicate that the charge for $270.82 was removed from the account on November17, 2015. Unfortunately, the previously assessed late fee and finance charge was not credited,which resulted in another late fee and finance charge. Please be assured that we have issuedcredits to the account totaling $67.82, which will result in a zero balance.In addition, because the account went delinquent, the account was reported as 30-days late tothe credit bureaus. Please be assured that we have removed the delinquency and this will updatewith the credit bureaus within 45 days.As requested, the Victoria’s Secret/PINK account was closed on November 14, 2015.Again, we sincerely apologize for your experience, and we hope this information is helpful. If youany further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I will be happy to assist you.Sincerely,
Dear [redacted] We have received your complaint, addressed to the Revdex.com, regarding the telephone calls received from Comenity Bank. Comenity Bank issues various credit card accounts, and we are here to assist with your concerns. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to assist you. We understand from your complaint that you have been receiving telephone calls from Comenity Bank regarding a matter not related to you. You indicate that you do not have an account with Comenity Bank, and you are requesting that the Bank stop calling you at the telephone number ending in [redacted]. I am happy to share my findings with you. Please be assured that the Bank has honored your request to cease all phone calls to the telephone number ending in [redacted], regarding the matter unrelated to you. If you are receiving phone calls from the Bank on a different telephone number, regarding a matter not related to you, please do not hesitate to contact us directly. We hope you find this information helpful. Please accept our apology for any inconvenience that you may have experienced regarding this matter. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, ...⇄ Renee S[redacted]
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]
Dear [redacted]We received your complaint regarding the above-referenced credit card account. Comenity Bankissues multiple credit card accounts, and we are here to help answer your account-relatedquestions. Your complaint, addressed to the Revdex.com, was forwarded to myattention, and...
I appreciate the opportunity to respond to your concerns.In your complaint, you state that there is an inquiry from the Bank on your credit bureau report inMay 2015. You further state that you have been a victim of identity theft, and that this inquiry isfraudulent. You are requesting that we remove the inquiry from your credit bureau report.To better assist you, we need additional information to locate the account(s) in question. Pleaseprovide the following:? Complete Comenity Bank Account Number(s)? The brand name the credit card is for? Social Security Number? Any previous addressesThis information can be mailed to the address listed above, or faxed to my attention at ###-###-####.I hope you find this information to be helpful. Should you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]
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]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Henri Bendel credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to...
me for review and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you opened the Henri Bendel account on January 25, 2016, and made a one-time charge; however, the next day the same transaction was charged multiple times. You state you contacted the Bank several times and were assured a hold was placed on the account, so no further charges would be approved. Again the charges occurred until the card was maxed out. Additionally, you had a three way call with the Bank and Henri Bendel, whom advised only one transaction was charged and the website was making the multiple charges to the card. You also state Comenity Bank has not tried to rectify the situation and phone calls and emails go unanswered, and when you do speak with the Bank you are told different answers. You feel you have not received the best service because the Bank could see the fraudulent charges, yet we did nothing to stop them. At this time you are requesting the fraudulent charges be removed and to not show up on your credit report. We apologize for any frustration this matter has caused you. Please note Comenity Bank and Henri Bendel are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Henri Bendel is responsible for handling matters related to sales, merchandise processing, returns and shipping. Please find a summary of your account below: Bank records indicate a purchase of $120.50 was charged to the Henri Bendel account a total of five times on January 26, 2016. A credit adjustment was placed on the Henri Bendel account for $10.00 on January 27, 2016.The four $120.50 duplicate charges posted to the account on January , 27, 28, 29, 31, 2016. On January 29, 2016, a password was placed on the account to prevent any new transactions without your authorization, however all charges were approved on January 26, 2016, and posted to the account on the dates referenced above.On your phone call on January 29, 2016, our Customer Care representative contacted Henri Bendel and was advised of the system error that occurred. Please be assured there was no fraudulent activity on your account. The multiple charges were a result of the system error.To rectify this matter, credits totaling $519.50 were applied to the account. As of the date of this letter the balance is $110.50. Please be assured that the erroneous balance was not reported to the credit-reporting agencies. The account balance will report to the credit-reporting agencies once the billing statement closes on February 19, 2016.The Bank has reviewed the issues in your complaint, as well as the applicable phone 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. Calls of this nature are reviewed by management so additional coaching can be provided as necessary. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.We hope this information is helpful. Should you have any further 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, Kaija M[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]
We received your complaint, submitted to the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues VICTORIA'S SECRET credit card accounts, we are here to answeraccount-related questions. Your complaint was forwarded to my attention and I appreciate theopportunity to...
assist you.We understand that you set up auto payments for your account and you continue to be charged late feesalthough you have made your payment(s). You state that the minimum payment and the monthly duedate are being changed and that managers should not be allowed to change this information. Aftercalling the Bank to discuss these concerns, you were left feeling like you were inadequate, and that noone wanted to help you resolve these concerns. You do not feel that the late fees should be assessed toyour account, and that the company would rather send your account to collections than help youunderstand what is going on. You are requesting help to get your account back on track.I have reviewed your account and I am happy to share my findings.Bank records indicate that the Annual Percentage Rate (APR) for your account is 24.99% and themonthly repayment schedule is 5% of the monthly balance listed on your statement. The minimumpayment due date is the 7th of each month and does not change. The minimum payment can changesystemically based on the monthly statement balance and late fees will be assessed if the minimumpayment due is not received, received after the due date, or received for less than the required minimumpayment due, as explained in the Bank's Credit Card Agreement (CCA).As the balance increases, the minimum monthly payment may increase based on the explanation above;however, again, the minimum payment due date remains the same every month.Bank records indicate that you have made multiple payments in the past 24 months; made after thepayment due date or made for less than the required minimum payment due, resulting in late fees totaling$210.00. Enclosed are copies of the billing statements reflecting the fees and the Bank's Credit CardAgreement (CCA).Bank records further indicate that you called our Customer Care team on April 8, 2016, and I havereviewed this call. During this call, you were verifying that you made a payment, and you wanted to besure the payment would post to your account before the due date so you were not charged a late fee.Our associate advised that the payment should post in time, with no late fees, and that she would monitoryour account to ensure this. Unfortunately, we did not confirm that you asked for the minimum paymentamount from the associate and believe this is where the confusion occurred. The call interaction waspleasant and you were thankful for the information the associate provided to you. We sincerely apologizeif you believe your experience was less than satisfactory. Comenity Bank strives to provide world-classservice to its customers, and it is never our intention to cause a customer a hardship.As the account minimum payment due by April 7, 2016, was $85.00, as reflected on your March 12 billingstatement and, we only received $75.00 on the payment due date, your account was assessed a $35.00late fee for the minimum payment shortage, not because of a due date change. However, the associateyou spoke to on April 13, 2016, issued a $35.00 credit to remove the late fee assessed to the account onApril 7, 2016.In addition, I reviewed your communication sent through to the Bank's Secure Message Center on April18, 2016, and the telephone call. During the internet interaction, you indicated that you made a $75.00payment for April 7 and you are now receiving telephone calls about a past due payment. You state thatyou called the day before (as described above), to verify the minimum payment due, and to be sure thatyou would not be assessed a late fee; the associate informed you that you were paying the correctamount and that you would not be charged a late fee. Now, the minimum payment due had increased to$100.00 and the automated system indicated the minimum payment as $90.00; due "today". The Bank'sInternet associate responded to you and advised that the $75.00 payment was received on April 7, 2016;however, the minimum payment due was $85.00 and, as a result, the account was charged a late fee;however, this late fee had been credited to your account.During the April 18 telephone call, our associate explained that the April 7 payment for $75.00 was$10.00 short of the minimum payment due of $85.00, and is the reason why the account became pastdue and was charged a late fee.Please be advised that the minimum payment reflected $100.00 because the May 7 minimum due is$90.00 and the account was past due $10.00. When an account is past due, the payment due will reflectthe current amount due and the past due; including unpaid bank-fees.In addition, in reviewing your account, please be advised that you enrolled in Account Assure, an optionaldebt cancellation program, on February 21, 2012. This program charges a fee of $1.99 per $100 of themonthly statement balance. If the balance is zero, there is no fee. Please refer the enclosed statementsfor the fees assessed. If you wish to cancel the program, please contact me using the number below.In an effort to help you resolve these concerns and to get the account back on track, in the interest ofcustomer service, I have issued credits totaling $175.00 to remove all late fees assessed in the past 24months. Additionally, I have removed the current and past due minimum payment; however, be assuredthat your pending payment of $85.00 scheduled for May 7 will still be posted. The credits, new balance,and minimum payment due will reflect on your next billing statement for May 2016.You are a valued customer and again, we sincerely apologize for any confusion or frustration you haveexperienced as a result of this matter. If you have any further questions or concerns, please contact meat 1.800.675.5685, ext. [redacted] (TDD/TTY 1.800.695.1788). I will be happy to assist you.Sincerely,Shawnda Y[redacted]Consumer Relations SpecialistCC: Revdex.com
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
We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues LANE BRYANT credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my attention, and I appreciate the...
opportunity to respond to your concerns.We understand from your complaint that you made your payment on time; however, the account was assessed a late fee of $27.00. You are requesting to have the late fee of $27.00 credited back to your account. I am happy to share my findings with you.I attempted to contact you via the telephone number ending in 9144 on May 26, 2016, to discuss this matter. Unfortunately, my attempt was unsuccessful.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.After a thorough review of the account, our records indicate that a payment of $40.00 was received on May 5, 2016. As this payment was received after the due date of May 3, 2016, a $27.00 late fee was assessed to the account. Although we found no billing errors on the Bank’s part, in the interest of customer service, a credit of $27.00 has been applied to the account. As of the date of this letter, the balance on the account is $162.07. We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions about your account, please contact me at (800) 675-5685, ext. [redacted] (TDD/TTY (800) 695-1788). I will be happy to assist you.Sincerely,Renee S[redacted]Consumer Relations SpecialistCC:Revdex.com
Everything was to be taken care of after I submitted my initial compliant. However, Comenity Bank is continuing to send me bills, and my account is still open even through I closed it in August 2016. Can you please help me? This company is harassing me. I do not carry debt, and because of this bank's errors my credit scores have decreased drastically and I am starting to feel the effects every time I inquire about credit. I'm being issues lower limits with other cards I have applied for, and that is not characteristic of my credit behavior. The current bill from the Limited is showing a glance of $83.46. They continue to charge late fees and interest on top to get to such a balance. And I KNOW they are reporting such behavior to the credit bureau. Please please help me. [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]
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Avenue credit card. We are here to answer your questions and assist with your concerns. Your correspondence indicates your concern about the delay...
in your payment posting, causing your account to be assessed a late fee and finance charge. You also state that this was your first billing statement, and when you called to close your account, we refused your request. Our records indicate the Avenue account was opened on October 18, 2016. The last purchase of $45.05 was made on November 9, 2016, and a billing statement was issued on November 20, 2016, with a minimum payment of $27.00, due by December 16, 2016. When payments are not received, are received after the due date, or made for less than the minimum required, the account will be assessed a late fee. Additionally, any time a balance is carried over from one billing cycle to the next, a finance charge is assessed to the account as outlined in the Credit Card Agreement. Our records indicate the last billing statement issued was on December 21, 2016, reflecting a balance of $73.14, (previous $45.05 balance, and the assessed late fee and finance charge) with a $32.00 minimum due on January 16, 2017. A payment of $45.05 posted to your account on December 27, 2016. The late fee and finance charges were credited December 28, 2016. As the date of this letter your account balance is $11.77. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and it is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Based upon your complaint, the Bank reviewed the applicable phone conversation. Please be assured that calls of this type are reviewed with management so that additional training and or coaching can be provided to our associates. Furthermore, a review of your account shows it was closed per your request through our automated system on December 28, 2016. We sincerely apologize for any frustration or inconvenience you have experienced as a result of this matter. We hope you find this information helpful. Should you have any additional questions or concerns, please contact me directly at ###-###-####. Sincerely, Shelley A[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]
[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 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**
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Woman Within@ credit card accounts, and we arehere to assist you with all account-related questions or concerns. I appreciate the opportunity torespond...
to your concerns.We understand from your complaint that you are receiving phone calls and letters fromComenity Bank regarding an amount due, and you would like these communications to stop.You state that you sent in proof of payment, but we continue to advise you that we neverreceived that payment.Regarding the phone calls you are receiving, please understand that when the Bank's recordsshow an account as delinquent, the Bank will make attempts to contact you regard~ngth e statusof the account. Many times a payment is overlooked by the customer, and a reminder call ishelpful to bring the account back to a current status. Due to potential negative ramifications forour customers if an account remains delinquent. Comenity Bank may call you until our attemptto communicate is successful.The telephone numbers ending in [redacted], and [redacted], were shown as possible numbers to contactyou, in an attempt to resolve the balance on your Woman Within@ credit card account. Per yourrequest, we have updated the telephone numbers on the account to ensure that you are nolonger receiving telephone calls from Comenity Bank regarding your Woman Within@ credit cardaccount. However, the Bank may contact you by mail, or service of court filing, which would bein compliance with state and federal law. We can assure you that Comenity Bank follows alllocal, state, and federal laws.Please be advised that the Woman Within@ account was opened on December 27, 2013. Thelast purchase of $7.50 was made on December 26, 2014, and the last payment of $62.68 wasreceived on July 14, 2015. The account balance, as of the date of this letter, is $396.45.Also, upon reviewing your proof of payment, it indicates you processed a payment for $380.65on April 9, 2015. Please be advised, this payment was made through a website calledChargesmart.com, which is a third party payment website. This payment was not made throughour online Account Center. Please be assured, we have researched the information youprovided; however, you would need to contact Chargesmart.com about this payment, as we areunable to locate this payment in our system. Chargesmart.com should be able to trace thepayment and provide us with the electronic transmittal information.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####. ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Amanda R**
They did not provide refund of $15 to my account.
Regards, [redacted]
response.
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]
Thank you for contacting Comenity Bank regarding the above-referenced account. As the bankthat issues Victoria’s Secret/PINK credit cards, we are here to help answer account-relatedquestions. Your complaint, submitted to the Revdex.com, was forwarded to myattention for review, and I...
appreciate the opportunity to assist you.We understand from your complaint that you were a victim of fraud, and that your account wasfraudulently charged for an unauthorized purchase of $270.82. After disputing the charge and itfinally being resolved, you still received statements which reflect late fees and finance charges.You state that you have not been able to get anyone to help you resolve this, and to get thecharges removed. Please accept our sincere apology for the frustration and inconvenience youhave experienced as a result of this situation.Bank records indicate that the charge for $270.82 was removed from the account on November17, 2015. Unfortunately, the previously assessed late fee and finance charge was not credited,which resulted in another late fee and finance charge. Please be assured that we have issuedcredits to the account totaling $67.82, which will result in a zero balance.In addition, because the account went delinquent, the account was reported as 30-days late tothe credit bureaus. Please be assured that we have removed the delinquency and this will updatewith the credit bureaus within 45 days.As requested, the Victoria’s Secret/PINK account was closed on November 14, 2015.Again, we sincerely apologize for your experience, and we hope this information is helpful. If youany further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I will be happy to assist you.Sincerely,
Dear [redacted] We have received your complaint, addressed to the Revdex.com, regarding the telephone calls received from Comenity Bank. Comenity Bank issues various credit card accounts, and we are here to assist with your concerns. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to assist you. We understand from your complaint that you have been receiving telephone calls from Comenity Bank regarding a matter not related to you. You indicate that you do not have an account with Comenity Bank, and you are requesting that the Bank stop calling you at the telephone number ending in [redacted]. I am happy to share my findings with you. Please be assured that the Bank has honored your request to cease all phone calls to the telephone number ending in [redacted], regarding the matter unrelated to you. If you are receiving phone calls from the Bank on a different telephone number, regarding a matter not related to you, please do not hesitate to contact us directly. We hope you find this information helpful. Please accept our apology for any inconvenience that you may have experienced regarding this matter. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, ...⇄ Renee S[redacted]
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]
Dear [redacted]We received your complaint regarding the above-referenced credit card account. Comenity Bankissues multiple credit card accounts, and we are here to help answer your account-relatedquestions. Your complaint, addressed to the Revdex.com, was forwarded to myattention, and...
I appreciate the opportunity to respond to your concerns.In your complaint, you state that there is an inquiry from the Bank on your credit bureau report inMay 2015. You further state that you have been a victim of identity theft, and that this inquiry isfraudulent. You are requesting that we remove the inquiry from your credit bureau report.To better assist you, we need additional information to locate the account(s) in question. Pleaseprovide the following:? Complete Comenity Bank Account Number(s)? The brand name the credit card is for? Social Security Number? Any previous addressesThis information can be mailed to the address listed above, or faxed to my attention at ###-###-####.I hope you find this information to be helpful. Should you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Jenny W[redacted]
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]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Henri Bendel credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to...
me for review and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you opened the Henri Bendel account on January 25, 2016, and made a one-time charge; however, the next day the same transaction was charged multiple times. You state you contacted the Bank several times and were assured a hold was placed on the account, so no further charges would be approved. Again the charges occurred until the card was maxed out. Additionally, you had a three way call with the Bank and Henri Bendel, whom advised only one transaction was charged and the website was making the multiple charges to the card. You also state Comenity Bank has not tried to rectify the situation and phone calls and emails go unanswered, and when you do speak with the Bank you are told different answers. You feel you have not received the best service because the Bank could see the fraudulent charges, yet we did nothing to stop them. At this time you are requesting the fraudulent charges be removed and to not show up on your credit report. We apologize for any frustration this matter has caused you. Please note Comenity Bank and Henri Bendel are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Henri Bendel is responsible for handling matters related to sales, merchandise processing, returns and shipping. Please find a summary of your account below: Bank records indicate a purchase of $120.50 was charged to the Henri Bendel account a total of five times on January 26, 2016. A credit adjustment was placed on the Henri Bendel account for $10.00 on January 27, 2016.The four $120.50 duplicate charges posted to the account on January , 27, 28, 29, 31, 2016. On January 29, 2016, a password was placed on the account to prevent any new transactions without your authorization, however all charges were approved on January 26, 2016, and posted to the account on the dates referenced above.On your phone call on January 29, 2016, our Customer Care representative contacted Henri Bendel and was advised of the system error that occurred. Please be assured there was no fraudulent activity on your account. The multiple charges were a result of the system error.To rectify this matter, credits totaling $519.50 were applied to the account. As of the date of this letter the balance is $110.50. Please be assured that the erroneous balance was not reported to the credit-reporting agencies. The account balance will report to the credit-reporting agencies once the billing statement closes on February 19, 2016.The Bank has reviewed the issues in your complaint, as well as the applicable phone 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. Calls of this nature are reviewed by management so additional coaching can be provided as necessary. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.We hope this information is helpful. Should you have any further 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, Kaija M[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]
We received your complaint, submitted to the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues VICTORIA'S SECRET credit card accounts, we are here to answeraccount-related questions. Your complaint was forwarded to my attention and I appreciate theopportunity to...
assist you.We understand that you set up auto payments for your account and you continue to be charged late feesalthough you have made your payment(s). You state that the minimum payment and the monthly duedate are being changed and that managers should not be allowed to change this information. Aftercalling the Bank to discuss these concerns, you were left feeling like you were inadequate, and that noone wanted to help you resolve these concerns. You do not feel that the late fees should be assessed toyour account, and that the company would rather send your account to collections than help youunderstand what is going on. You are requesting help to get your account back on track.I have reviewed your account and I am happy to share my findings.Bank records indicate that the Annual Percentage Rate (APR) for your account is 24.99% and themonthly repayment schedule is 5% of the monthly balance listed on your statement. The minimumpayment due date is the 7th of each month and does not change. The minimum payment can changesystemically based on the monthly statement balance and late fees will be assessed if the minimumpayment due is not received, received after the due date, or received for less than the required minimumpayment due, as explained in the Bank's Credit Card Agreement (CCA).As the balance increases, the minimum monthly payment may increase based on the explanation above;however, again, the minimum payment due date remains the same every month.Bank records indicate that you have made multiple payments in the past 24 months; made after thepayment due date or made for less than the required minimum payment due, resulting in late fees totaling$210.00. Enclosed are copies of the billing statements reflecting the fees and the Bank's Credit CardAgreement (CCA).Bank records further indicate that you called our Customer Care team on April 8, 2016, and I havereviewed this call. During this call, you were verifying that you made a payment, and you wanted to besure the payment would post to your account before the due date so you were not charged a late fee.Our associate advised that the payment should post in time, with no late fees, and that she would monitoryour account to ensure this. Unfortunately, we did not confirm that you asked for the minimum paymentamount from the associate and believe this is where the confusion occurred. The call interaction waspleasant and you were thankful for the information the associate provided to you. We sincerely apologizeif you believe your experience was less than satisfactory. Comenity Bank strives to provide world-classservice to its customers, and it is never our intention to cause a customer a hardship.As the account minimum payment due by April 7, 2016, was $85.00, as reflected on your March 12 billingstatement and, we only received $75.00 on the payment due date, your account was assessed a $35.00late fee for the minimum payment shortage, not because of a due date change. However, the associateyou spoke to on April 13, 2016, issued a $35.00 credit to remove the late fee assessed to the account onApril 7, 2016.In addition, I reviewed your communication sent through to the Bank's Secure Message Center on April18, 2016, and the telephone call. During the internet interaction, you indicated that you made a $75.00payment for April 7 and you are now receiving telephone calls about a past due payment. You state thatyou called the day before (as described above), to verify the minimum payment due, and to be sure thatyou would not be assessed a late fee; the associate informed you that you were paying the correctamount and that you would not be charged a late fee. Now, the minimum payment due had increased to$100.00 and the automated system indicated the minimum payment as $90.00; due "today". The Bank'sInternet associate responded to you and advised that the $75.00 payment was received on April 7, 2016;however, the minimum payment due was $85.00 and, as a result, the account was charged a late fee;however, this late fee had been credited to your account.During the April 18 telephone call, our associate explained that the April 7 payment for $75.00 was$10.00 short of the minimum payment due of $85.00, and is the reason why the account became pastdue and was charged a late fee.Please be advised that the minimum payment reflected $100.00 because the May 7 minimum due is$90.00 and the account was past due $10.00. When an account is past due, the payment due will reflectthe current amount due and the past due; including unpaid bank-fees.In addition, in reviewing your account, please be advised that you enrolled in Account Assure, an optionaldebt cancellation program, on February 21, 2012. This program charges a fee of $1.99 per $100 of themonthly statement balance. If the balance is zero, there is no fee. Please refer the enclosed statementsfor the fees assessed. If you wish to cancel the program, please contact me using the number below.In an effort to help you resolve these concerns and to get the account back on track, in the interest ofcustomer service, I have issued credits totaling $175.00 to remove all late fees assessed in the past 24months. Additionally, I have removed the current and past due minimum payment; however, be assuredthat your pending payment of $85.00 scheduled for May 7 will still be posted. The credits, new balance,and minimum payment due will reflect on your next billing statement for May 2016.You are a valued customer and again, we sincerely apologize for any confusion or frustration you haveexperienced as a result of this matter. If you have any further questions or concerns, please contact meat 1.800.675.5685, ext. [redacted] (TDD/TTY 1.800.695.1788). I will be happy to assist you.Sincerely,Shawnda Y[redacted]Consumer Relations SpecialistCC: Revdex.com
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
We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues LANE BRYANT credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my attention, and I appreciate the...
opportunity to respond to your concerns.We understand from your complaint that you made your payment on time; however, the account was assessed a late fee of $27.00. You are requesting to have the late fee of $27.00 credited back to your account. I am happy to share my findings with you.I attempted to contact you via the telephone number ending in 9144 on May 26, 2016, to discuss this matter. Unfortunately, my attempt was unsuccessful.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.After a thorough review of the account, our records indicate that a payment of $40.00 was received on May 5, 2016. As this payment was received after the due date of May 3, 2016, a $27.00 late fee was assessed to the account. Although we found no billing errors on the Bank’s part, in the interest of customer service, a credit of $27.00 has been applied to the account. As of the date of this letter, the balance on the account is $162.07. We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions about your account, please contact me at (800) 675-5685, ext. [redacted] (TDD/TTY (800) 695-1788). I will be happy to assist you.Sincerely,Renee S[redacted]Consumer Relations SpecialistCC:Revdex.com
Everything was to be taken care of after I submitted my initial compliant. However, Comenity Bank is continuing to send me bills, and my account is still open even through I closed it in August 2016. Can you please help me? This company is harassing me. I do not carry debt, and because of this bank's errors my credit scores have decreased drastically and I am starting to feel the effects every time I inquire about credit. I'm being issues lower limits with other cards I have applied for, and that is not characteristic of my credit behavior. The current bill from the Limited is showing a glance of $83.46. They continue to charge late fees and interest on top to get to such a balance. And I KNOW they are reporting such behavior to the credit bureau. Please please help me. [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]
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Avenue credit card. We are here to answer your questions and assist with your concerns. Your correspondence indicates your concern about the delay...
in your payment posting, causing your account to be assessed a late fee and finance charge. You also state that this was your first billing statement, and when you called to close your account, we refused your request. Our records indicate the Avenue account was opened on October 18, 2016. The last purchase of $45.05 was made on November 9, 2016, and a billing statement was issued on November 20, 2016, with a minimum payment of $27.00, due by December 16, 2016. When payments are not received, are received after the due date, or made for less than the minimum required, the account will be assessed a late fee. Additionally, any time a balance is carried over from one billing cycle to the next, a finance charge is assessed to the account as outlined in the Credit Card Agreement. Our records indicate the last billing statement issued was on December 21, 2016, reflecting a balance of $73.14, (previous $45.05 balance, and the assessed late fee and finance charge) with a $32.00 minimum due on January 16, 2017. A payment of $45.05 posted to your account on December 27, 2016. The late fee and finance charges were credited December 28, 2016. As the date of this letter your account balance is $11.77. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and it is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Based upon your complaint, the Bank reviewed the applicable phone conversation. Please be assured that calls of this type are reviewed with management so that additional training and or coaching can be provided to our associates. Furthermore, a review of your account shows it was closed per your request through our automated system on December 28, 2016. We sincerely apologize for any frustration or inconvenience you have experienced as a result of this matter. We hope you find this information helpful. Should you have any additional questions or concerns, please contact me directly at ###-###-####. Sincerely, Shelley A[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]
[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]