Dear [redacted]We received a comptaint regarding the above-referenced account. Comenity Capital Bankpreviously issued American Laser Skincare credit accounts, and we are here to help withaccount-related questions. The complaint, addressed to the Revdex.com, wasforwarded to my attention, and 1 appreciate the opportunity to respond to your concerns.We have reviewed your account, and our records indicate that we previously responded to acomplaint on April 14, 2015, regarding the same issue. We have enclosed a copy of ourprevious response for your records. Please be advised that our position remains unchanged.We apologize for any inconvenience this matter may have caused you. Should you have anyadditional questions or concerns, please contact me at ###-###-####, ext. [redacted](TDD/TTY) ##########). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
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
I called the individual at the extension provided immediately upon receiving the communication and left my information and number that I could be reached at on her voicemail. My call was not returned...this is indicative of the service that Comenity has provided throughout the process of trying to settle my mother's estate. I have still been unable to pay this final bill after the account was passed to collection weeks ago as the collection company now indicates that the account is under review/research. If Comenity has given me any time at all between granting my access to the account and handing off to collection, this matter would be resolved.At this point, my preference would be to pay the balance, which has been doubled since the original purchase 2 weeks before my mother's passing, and to ensure that this matter is documented online for others to socialize how awful it is to deal with Comenity. I have searched other reviews and seen several other customers that Comenity has reached out to and asked to contact them to help with their case - it seems evident that comenity does this when Revdex.com gets involved with no real desire to assist, only to clear the complaint for public perception.
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]###-###-####
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 [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 [redacted]We received your complaint, submitted to the
Revdex.com, regarding the above-referenced account. Comenity Bank issues Limited credit card
accounts, and we are here to assist with your account-related questions. I appreciate the opportunity to respond...
to
your concerns.We understand from your complaint that you
made a return on September 26, 2015. Once
you reviewed the Limited account, you noticed the return had not posted. You contacted the Bank, and were advised the
credit would take additional time to post to the account. Once again, you called and were advised there
was no record of the return, and a dispute would be opened on your behalf. Again, you contacted the Bank and received no
resolution regarding the credit. You
later viewed the account online, and saw that the credit in question had
posted. At this time, you state you want
the account closed and your credit report to reflect the account as closed by
consumer with all payments made on time. Additionally, you want the
account to reflect a zero balance and you are asking for $100.00 compensation
for the time you spent to resolve this matter. We apologize for any frustration this matter
may have caused you. I am happy to share
my findings.Bank records indicate the return made on
September 26, 2015, posted to the Limited account on October 2, 2015, in the
amount of $31.47. Additionally on
September 26, 2015, a purchase was made; however, it was not charged to the account
until October 1, 2015, in the amount of $142.31. On October 19, 2015, a payment posted to the
account in the amount of $10.84, and on October 29, 2015, a credit from The
Limited posted to the account in the amount of $79.06. As of the date of this letter, the remaining
balance is $20.61.Please be advised that we find the balance of
$20.61 to be valid. Additionally, be
assured that no negative payment information was reported to the
credit-reporting agencies as a result of this matter.We apologize if you felt that you did not
receive the best customer service. It is
never the Bank's intention to treat our customers in a less-than-satisfactory
manner. Comenity Bank is committed to
providing the best customer service and is disappointed when a customer feels
that this standard was not met.Although the account was closed, per your
request, we hope you continue to shop with The Limited. Please be assured the closure of the account
was reported to the credit-reporting agencies as closed per consumer’s request. Comenity Bank respectfully declines your
request for compensation. We hope this information is helpful. Should you have any further questions or
concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY
###-###-####). I will be happy to
assist you.Sincerely, Kaija M[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the HSN credit card. We are here to answeryour questions and assist with your concerns.We previously received and responded to your correspondence, submitted to the Bank,...
regardingthis same matter. Please find enclosed a copy of our response dated July 12, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Renee SmithCompliance Dept. – Consumer Responses
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns. We understand from your...
complaint that you sent a payment in for the amount due and the payment showed processed on the account. You state that three months later the Bank sent you a bill indicating the payment did not process and the account was charged three months of late fees. You request this matter be corrected on your credit report and to have credit issued for the late fees. I am happy to share my findings. Bank records indicate that a billing statement was issued February 14, 2017, with a balance of $22.40 and a minimum payment of $15.70 due by March 12, 2017. A payment in the amount of $22.40 was scheduled via the Account Center website on March 2, 2017. On March 9, 2017, the payment was notated in our system as bank account closed. The account was enrolled in paperless statements on March 24, 2016. Additional billing statements were issued March 2017, and April 2017, via a Statement Ready Email (SRE) notification; the May 2017, billing statement was issued via postal mail. As no payments were made late fees and finance charges were assessed to the balance. The Bank made attempts to contact you via phone regarding the accounts status, when you were contacted on May 25, 2017, the representative removed $30.00 in late fees and assisted you with a payment for $65.59 to bring the account balance to zero. 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. Due to no Bank error, we respectfully decline your request to credit the account any additional late fees. 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] Compliance Dept. – Consumer Responses
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns. We understand from your...
complaint that you lost your income and immediately contacted the Bank to advise of your financial issues. You state you requested to apply for the credit protection using the Account Assure insurance. You state you were informed initially that you didn’t have this benefit; however, it was listed on your monthly billing statements. You were informed by Account Assure to provide proof of your termination from your employer; which you did three times. Due to this matter your credit report has been impacted. You state that you were advised that the Bank and Account Assure would provide protection and debt cancellation; however, you feel this is false. You request your account back dated and the insurance you paid for, used to pay the account. You also request your credit report be updated or the tradeline deleted and late fees removed. I am happy to share my findings. We have reviewed the concerns in your correspondence, as well as the applicable telephone conversations. We apologize if there was any miscommunication. On your phone call to the Bank on June 15, 2016, you asked if there were any programs, you stated you believed that you were paying an insurance and you wanted to know what that covered. You were advised by the representative, regarding the Account Assure, that you would need to contact them directly and you were provided their telephone number. Please be advised that Account Assure is offered by a third party vendor AON. The account was enrolled in Account Assure on August 14, 2014. Account Assure is an optional debt cancellation program. The monthly fee is $1.99 per $100.00 of your outstanding balance. If there is no balance at billing, there is no charge. The Account Assure program was cancelled April 15, 2016, due to the accounts delinquent status. We contacted Account Assure, on your behalf, and they advised that they are still waiting on the final unemployment materials and paystubs. Until this information is received, they will not be able to finalize your claim. To speak with an agent please contact them directly at (866) 293-9210. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Due to no payments received for six consecutive billing cycles the account wrote off on February 13, 2017. The account was then sold on February 24, 2017, to Jefferson Capital. To set up suitable payment arrangements they can be contacted at (800) 281-2793. The Bank finds no error and no adjustment will be made to the account. 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. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. ...⇄ Sincerely, Kaija Marshall Kaija Marshall Compliance Dept. – Consumer Responses cc: Revdex.com
[redacted] [redacted] Dear Ms. [redacted]: We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues [redacted] credit card accounts, and we are here to answer all of your account-related questions. Your complaint was forwarded to my attention for review, and I appreciate this opportunity to assist you. You state in your complaint that you continue to receive emails stating you are eligible for free shipping for one year if you use your [redacted] credit card for the purchase. I also understand you have been in contact with both [redacted] and Comenity Bank in regard to this promotion. Please understand that Comenity Bank and [redacted] are two separate entities. Comenity Bank is responsible for addressing questions related to your credit card account, while the retailer is responsible for handling matters related to sales, merchandise processing, returns, and shipping. In order for you to qualify for the free shipping, you must us your [redacted] credit card for the purchase, as well as the email address the offer was sent to when checking out. I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me at ###-###-####. I would be happy to assist you. Sincerely, [redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Roaman’s credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that...
you opened a Roman’s account with a credit limit of $750.00. You state, without your knowledge or consent, the credit limit was raised to $2,800.00 and the minimum payments more than doubled. Additionally, you set up weekly bill pay to pay the account, then you stopped receiving statements via mail or email. You state by the time you realized that the credit limit increased, the balance was at the limit because the monthly payments did not cover the minimum amount due. You further state that the Bank is calling you advising the Bank’s attorney will contact you. You request the account closed, the late fees removed, and to be allowed to pay the current monthly payment until the balance is paid in full. I am happy to share my findings. Please be advised that as part of the Terms and Conditions of the account, outlined in the Credit Card Agreement (CCA), you provided the Bank permission to change your credit limit at any time; located in Section C of the CCA. I have enclosed the CCA for your records. 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 CCA. Additionally, the amount you must pay each billing period is the total of minimum payments for regular revolving and promotional credit plan purchases plus any past due amounts. The minimum payment due for each regular revolving credit plan will be greater of: $5.00; or5% of the new balance shown on your statement of that credit plan (rounded down to the nearest $5.00). The account shows that statement ready notifications were issued via email for the account. The Bank has no record of any correspondence being returned as undeliverable. Bank records indicate the minimum due payment was not met for the billing statements issued March 12, 2016 through March 17, 2017, excluding the May 17, 2016, billing statement. I have enclosed the billing statements for your review. We have reviewed the voicemails left for you by our Payment Solutions department. Please be advised there were no voicemails left advising that an attorney would contact you regarding the account. There is a balance of $2,667.22 and a minimum payment of $242.50 due by April 12, 2017. The account is currently two billing cycles past due. If an account exceeds six consecutive billing cycles past due, the account will be written off, and reported to the national credit-reporting agencies as an unpaid debt. We are unwilling to remove all of the late fees assessed to the balance. In the interest of customer service, we have credited the most recent late fee, assessed on March 12, 2017, in the amount of $37.00. We have closed the account per your request. 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, Kaija M[redacted]
Dear [redacted] Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns. We understand from the complaint that you ordered some boots...
from Woman Within, in which you sent back and then received another pair. You state that you sent the items back through the post office and you paid for the shipping. You are stating that you are owed $61.04, and you are requesting to receive all of your money back. We apologize for the inconvenience you have experienced regarding this matter. Please note that Comenity Bank and Woman Within are two separate entities. The Bank issues and is responsible for addressing questions related to the Woman Within credit card account, while Woman Within is responsible for handling matters related to sales, merchandise processing, returns, shipping. Bank records indicate that a return of $54.99 was applied to your account on February 9, 2017, which generated a total credit balance of $53.54. A credit balance refund check was sent on March 5, 2017. Please be advised that an additional adjustment has been made to your account for $7.50. A refund check in the amount of $7.50 has been requested and should be received within fourteen days. 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, Ashley H[redacted]
I submitted documents supporting the fact that my bank sent the payments in question and contacted the [redacted] bank that used to handle herbergers payments and received my payments. I was not aware that herbergers changed to comenitybank because [redacted] was forwarding payment to comenitybank but stopped. How am I to know this was happening? Also it's unfair they won't wait the 4-6 weeks it might take to get [redacted] to send the payments to them
Regards, [redacted]
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues your BrylaneHomeB credit card account, and we arehere to assist you with all account-related questions. I appreciate the opportunity to respond toyour...
concerns.We understand from your complaint that you believe you are being harassed over a bill that wesay you owe. You are concerned about fees being added to your balance. You sate you paidfor the merchandise through Western Union on November 24,2014.Please note that BrylaneHome and Cornenity Bank are two separate entities. The Bank issuesand is responsible for addressing questions related to the BrylaneHomeB credit card account.BrylaneHome is responsible for handling matters related to sales, merchandise processing.returns and shipping.When merchandise is ordered from BrylaneHome. the account is charged for the cost of themerchandise, sales tax (if applicable), and shipping and handling. BrylaneHome does notrefund shipping and handling charges. In addition. if the provided return label is used to returnthe package, the return label fee is also charged to the account.We have reviewed the account and we are happy to share our findings.Please keep in mind when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee and financecharge, as explained in the Credit Card Agreement.We apologize if you felt that you did not receive the best customer service. It is never theBank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank iscommitted to providing the best customer service and is disappointed when a customer feelsthat this standard was not met.When the Bank's records show an account as delinquent, the Bank will make attempts tocontact you regarding the status of the account. Many times a payment is overlooked by thecustomer, and a reminder call is helpful to bring the account back to a current status. Due topotential negative ramifications for our customers if an account remains delinquent, ComenityBank may call you until our attempt to communicate is successful.Please be assured that we have updated our records and you should not receive any furthertelephone calls at the telephone numbers ending in [redacted] from Comenity Bank, regarding yourBrylaneHome account.Although we find the balance to be valid, in the interest of customer service. Comenity Bank isnot holding you responsible for the remaining balance of $290.34. Due to this account beingreported as a write off. Comenity Bank sent a request to the national credit-reporting agenciesto delete the account from your credit report in its entirety. Please allow up to 45 days for thisinformation to be updated in their records.We hope you find this information helpful. If you have any questions, or need additionalassistance, please do not hesitate to contact me directly at ###-###-####, ext. [redacted](TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R[redacted]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Coldwater Creek Mastercard credit cards. We are here to answer your questions and assist with your concerns.Your complaint states that you requested a balance transfer with no fees and 0%...
interest which was offered to your zero balance credit card. You completed the balance transfer request online on June 3, 2017, and another one approximately a week later. However, the balance transfer request you made on June 3, 2017, had not been approved, but your second request was approved. You further state you contacted the Bank to check the status of the balance transfer and were advised that the request was received; however, it had not been approved yet. Furthermore, on July 19, 2017, no action had been taken on the first balance transfer. The offer expired on July 3, 2017, and you are requesting the Bank honor the balance transfer request. We understand your concerns and apologize for any frustration or inconvenience this matter may have caused you.We received your dispute on July 19, 2017, in the amount of $4,642.59. Please be assured our dispute resolution team is currently working to resolve your dispute. Please also be aware, dispute investigations may take up to ninety days to complete. Upon completion of our investigation, we will notify you of our findings by mail. We appreciate your patience while we conduct our investigation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear [redacted]:We have received the inquiry that you sent to the Consumer Financial ProtectionBureau regarding the above-noted account. Your correspondence was forwarded to theFederal Deposit Insurance Corporation (FDIC) and to Comenity Bank (Bank). ComenityBank issues the Love Loft credit card, and we are here to help answer your questions. Iappreciate the opportunity to assist you with your concerns.Your complaint indicates you made a payment to your Love Loft account on February19, 2015, in the amount of $38.37, and that payment was never applied to your account.You also state your credit union has confirmed that payment was received and cashedby us. Additionally, you state we have reported your account as being paid late to thecredit reporting agencies.On March 17, 2015, we received the initial dispute regarding the $38.37 payment in atelephone call from you. On March 19, 2015, we sent you a letter acknowledging yourdispute and asking for additional information to aid us in the investigation of this matter.On April 24, 2015, we sent you a followup letter advising that we had not received therequested information, so your dispute was being closed until we received the additionalinformation. We show no record of receiving the additional information that wasrequested in that letter or any other communication from you prior to July 15, 2015.We received information from you on July 15, 2015, advising us that you have askedyour bank to send over a copy of the front and back of the check that was cashed by usfor your account in the amount of $38.37. Once we receive a copy of the cashed checkfor $38.37 from your bank, we will continue our research of your payment dispute.As a courtesy, we have credited your account for all late fees and finance charges thatwere associated with the payment of $38.37. On your next billing statement, you willsee a late fee credit of $30.00, a finance charge credit of $1.98 and a finance chargecredit of $1.00. In addition, a late fee of $25.00 was credited to your account on June29, 2015, as reflected on your statement dated July 8, 2015.We have also updated the payment history on your Love Loft account to reflect theaccount as paid current with no delinquencies. Once we receive proof of the $38.37payment from your credit union, we will then apply that payment to your account.You also mentioned in your complaint that you are submitting your payments to yourcredit union bill payment system by the 1st of the month. However, the payments arenot being applied to your account until 4-6 days later, which is causing you to beassessed late fees and additional finance charges since your payment is due on the 3rdof each month.Please note Section D of your Credit Card Agreement (CCA) entitled “Interest, fees andcharges,” which was provided to you at the time your account was opened, states “[i]fyou don’t pay at least the Minimum Payment Due by the Payment Due Date, we willcharge you a late fee.” While the Bank understands payments placed in the mail mayhave been postmarked by the United States Postal Service prior to the payment duedate, the payment must be received by the Bank by the due date in order to avoid a latefee. Please also note additional payment options are identified for your convenience onthe back of each billing statement.We comply with Federal law, which requires that conforming payments received by 5:00p.m. be credited to the account as of that day. However, payments that do not conformto the requirements noted on the second page of your statements may take up to fivedays to be credited after receipt. For your reference, I have enclosed your July billingstatement with that information highlighted for you.Also, you indicate in your complaint that your credit union makes the payment to yourLove Loft account by sending a paper check through the U. S. Mail. You will need tosubmit your request for the payment to be made in time for your credit union to processyour request and for the United States Postal Service to deliver the check to us. Pleasebe sure the payments comply with the requirements on the back of your statement inorder to be assured of same-day crediting.I hope you have found this information to be helpful. If you have any questions orconcerns, please feel free to contact me at ###-###-####.Sincerely,Gabrielle G[redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the abovenotedaccount. Comenity Bank issues Victoria's SecretlPlNK credit card accounts, and we arehere to help answer your account-related questions. 1 appreciate the opportunity to assist you.We...
understand from your complaint that you did not receive your monthly billing statement(s),which resulted in a [ate payment entry to your credit file. You state that even after updating yourinformation you still never received any statement(s) and you have always maintained an A+credit rating. You have requested that the Bank remove this late payment from your accounthistory and credit file.Bank records indicate that your account was enrolled in paperless statements and the monthlystatements were being sent to an email address of [redacted]. We have norecord of the statements being returned as undeliverable. Enclosed are the billing statementsfor your records.As payment was not received for the February and March 2015 billing periods, your accountwas reported as 30-days delinquent to the credit bureaus.Comenity Bank is required by law to report factual information to the national credit-reportingagencies. However, in light of this situation, the Bank is happy to compIy with your request.Therefore, notification has been sent to the national credit-reporting agencies with instructionsto remove the delinquency for March 2015, regarding your Victoria's SecretlPlNK account.Please allow them 45 days to update their records.We apologize for any inconvenience this matter may have caused you, and we hope thisinformation is helpful. Should you have further questions or concerns, please do not hesitate tocontact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy toassist you.Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted]:Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns.Your correspondence states that you believe the previous dispute was held up and you have to accept the findings; however, you are referring to several unauthorized charges made to the account in March 2017, and you are not sure if an investigation was opened for the charges.After reviewing your account, the previous fraud case did not include the March 2017 charges, as the claim did not include those charges. Please be assured your concerns have been forwarded to our Account Protection (Fraud) Team, and fraud case number 20170619-3 was opened on June 19, 2017. The investigation may take up to 90 days to be completed, and you will be notified by mail of the outcome. The account has been closed to prevent any further charges.If you believe you have been a victim of identity theft, or there was an attempted identity theft using your identity, there are some steps we suggest you immediately consider taking if you have not done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditors to contact you before they open any new accounts or change your existing accounts. To do this, you can contact any one of the consumer reporting companies mentioned below. If you contact any one of them, the one you contact is required to notify the other two to place an alert on their files as well.
[redacted]2. Identity theft is a crime. You can file a report with your local police or the police department in the community where the crime took place. Many police departments have a special Identity Theft Report, which is a police report with more than the usual amount of detail. If the detailed Identity Theft Report is available, we recommend you obtain a copy in order to protect your rights.3. You can go to the Federal Trade Commission website on identity theft: www.ftc.gov/idtheft. It contains additional information and will refer you to resources that could be helpful in dealing with your situation.I hope you found this information to be helpful. Should you have any additional questions or concerns about the investigation, please contact our Account Protection Team at (800) 888-1726.Sincerely,Shawnda Y[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear [redacted]We received a comptaint regarding the above-referenced account. Comenity Capital Bankpreviously issued American Laser Skincare credit accounts, and we are here to help withaccount-related questions. The complaint, addressed to the Revdex.com, wasforwarded to my attention, and 1 appreciate the opportunity to respond to your concerns.We have reviewed your account, and our records indicate that we previously responded to acomplaint on April 14, 2015, regarding the same issue. We have enclosed a copy of ourprevious response for your records. Please be advised that our position remains unchanged.We apologize for any inconvenience this matter may have caused you. Should you have anyadditional questions or concerns, please contact me at ###-###-####, ext. [redacted](TDD/TTY) ##########). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
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
I called the individual at the extension provided immediately upon receiving the communication and left my information and number that I could be reached at on her voicemail. My call was not returned...this is indicative of the service that Comenity has provided throughout the process of trying to settle my mother's estate. I have still been unable to pay this final bill after the account was passed to collection weeks ago as the collection company now indicates that the account is under review/research. If Comenity has given me any time at all between granting my access to the account and handing off to collection, this matter would be resolved.At this point, my preference would be to pay the balance, which has been doubled since the original purchase 2 weeks before my mother's passing, and to ensure that this matter is documented online for others to socialize how awful it is to deal with Comenity. I have searched other reviews and seen several other customers that Comenity has reached out to and asked to contact them to help with their case - it seems evident that comenity does this when Revdex.com gets involved with no real desire to assist, only to clear the complaint for public perception.
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]###-###-####
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 [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 [redacted]We received your complaint, submitted to the
Revdex.com, regarding the above-referenced account. Comenity Bank issues Limited credit card
accounts, and we are here to assist with your account-related questions. I appreciate the opportunity to respond...
to
your concerns.We understand from your complaint that you
made a return on September 26, 2015. Once
you reviewed the Limited account, you noticed the return had not posted. You contacted the Bank, and were advised the
credit would take additional time to post to the account. Once again, you called and were advised there
was no record of the return, and a dispute would be opened on your behalf. Again, you contacted the Bank and received no
resolution regarding the credit. You
later viewed the account online, and saw that the credit in question had
posted. At this time, you state you want
the account closed and your credit report to reflect the account as closed by
consumer with all payments made on time. Additionally, you want the
account to reflect a zero balance and you are asking for $100.00 compensation
for the time you spent to resolve this matter. We apologize for any frustration this matter
may have caused you. I am happy to share
my findings.Bank records indicate the return made on
September 26, 2015, posted to the Limited account on October 2, 2015, in the
amount of $31.47. Additionally on
September 26, 2015, a purchase was made; however, it was not charged to the account
until October 1, 2015, in the amount of $142.31. On October 19, 2015, a payment posted to the
account in the amount of $10.84, and on October 29, 2015, a credit from The
Limited posted to the account in the amount of $79.06. As of the date of this letter, the remaining
balance is $20.61.Please be advised that we find the balance of
$20.61 to be valid. Additionally, be
assured that no negative payment information was reported to the
credit-reporting agencies as a result of this matter.We apologize if you felt that you did not
receive the best customer service. It is
never the Bank's intention to treat our customers in a less-than-satisfactory
manner. Comenity Bank is committed to
providing the best customer service and is disappointed when a customer feels
that this standard was not met.Although the account was closed, per your
request, we hope you continue to shop with The Limited. Please be assured the closure of the account
was reported to the credit-reporting agencies as closed per consumer’s request. Comenity Bank respectfully declines your
request for compensation. We hope this information is helpful. Should you have any further questions or
concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY
###-###-####). I will be happy to
assist you.Sincerely, Kaija M[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the HSN credit card. We are here to answeryour questions and assist with your concerns.We previously received and responded to your correspondence, submitted to the Bank,...
regardingthis same matter. Please find enclosed a copy of our response dated July 12, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Renee SmithCompliance Dept. – Consumer Responses
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns. We understand from your...
complaint that you sent a payment in for the amount due and the payment showed processed on the account. You state that three months later the Bank sent you a bill indicating the payment did not process and the account was charged three months of late fees. You request this matter be corrected on your credit report and to have credit issued for the late fees. I am happy to share my findings. Bank records indicate that a billing statement was issued February 14, 2017, with a balance of $22.40 and a minimum payment of $15.70 due by March 12, 2017. A payment in the amount of $22.40 was scheduled via the Account Center website on March 2, 2017. On March 9, 2017, the payment was notated in our system as bank account closed. The account was enrolled in paperless statements on March 24, 2016. Additional billing statements were issued March 2017, and April 2017, via a Statement Ready Email (SRE) notification; the May 2017, billing statement was issued via postal mail. As no payments were made late fees and finance charges were assessed to the balance. The Bank made attempts to contact you via phone regarding the accounts status, when you were contacted on May 25, 2017, the representative removed $30.00 in late fees and assisted you with a payment for $65.59 to bring the account balance to zero. 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. Due to no Bank error, we respectfully decline your request to credit the account any additional late fees. 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] Compliance Dept. – Consumer Responses
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns. We understand from your...
complaint that you lost your income and immediately contacted the Bank to advise of your financial issues. You state you requested to apply for the credit protection using the Account Assure insurance. You state you were informed initially that you didn’t have this benefit; however, it was listed on your monthly billing statements. You were informed by Account Assure to provide proof of your termination from your employer; which you did three times. Due to this matter your credit report has been impacted. You state that you were advised that the Bank and Account Assure would provide protection and debt cancellation; however, you feel this is false. You request your account back dated and the insurance you paid for, used to pay the account. You also request your credit report be updated or the tradeline deleted and late fees removed. I am happy to share my findings. We have reviewed the concerns in your correspondence, as well as the applicable telephone conversations. We apologize if there was any miscommunication. On your phone call to the Bank on June 15, 2016, you asked if there were any programs, you stated you believed that you were paying an insurance and you wanted to know what that covered. You were advised by the representative, regarding the Account Assure, that you would need to contact them directly and you were provided their telephone number. Please be advised that Account Assure is offered by a third party vendor AON. The account was enrolled in Account Assure on August 14, 2014. Account Assure is an optional debt cancellation program. The monthly fee is $1.99 per $100.00 of your outstanding balance. If there is no balance at billing, there is no charge. The Account Assure program was cancelled April 15, 2016, due to the accounts delinquent status. We contacted Account Assure, on your behalf, and they advised that they are still waiting on the final unemployment materials and paystubs. Until this information is received, they will not be able to finalize your claim. To speak with an agent please contact them directly at (866) 293-9210. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Due to no payments received for six consecutive billing cycles the account wrote off on February 13, 2017. The account was then sold on February 24, 2017, to Jefferson Capital. To set up suitable payment arrangements they can be contacted at (800) 281-2793. The Bank finds no error and no adjustment will be made to the account. 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. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. ...⇄ Sincerely, Kaija Marshall Kaija Marshall Compliance Dept. – Consumer Responses cc: Revdex.com
January 7, 2017 [redacted] ...
[redacted] [redacted] Dear Ms. [redacted]: We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues [redacted] credit card accounts, and we are here to answer all of your account-related questions. Your complaint was forwarded to my attention for review, and I appreciate this opportunity to assist you. You state in your complaint that you continue to receive emails stating you are eligible for free shipping for one year if you use your [redacted] credit card for the purchase. I also understand you have been in contact with both [redacted] and Comenity Bank in regard to this promotion. Please understand that Comenity Bank and [redacted] are two separate entities. Comenity Bank is responsible for addressing questions related to your credit card account, while the retailer is responsible for handling matters related to sales, merchandise processing, returns, and shipping. In order for you to qualify for the free shipping, you must us your [redacted] credit card for the purchase, as well as the email address the offer was sent to when checking out. I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me at ###-###-####. I would be happy to assist you. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
Tell us why here...
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Roaman’s credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that...
you opened a Roman’s account with a credit limit of $750.00. You state, without your knowledge or consent, the credit limit was raised to $2,800.00 and the minimum payments more than doubled. Additionally, you set up weekly bill pay to pay the account, then you stopped receiving statements via mail or email. You state by the time you realized that the credit limit increased, the balance was at the limit because the monthly payments did not cover the minimum amount due. You further state that the Bank is calling you advising the Bank’s attorney will contact you. You request the account closed, the late fees removed, and to be allowed to pay the current monthly payment until the balance is paid in full. I am happy to share my findings. Please be advised that as part of the Terms and Conditions of the account, outlined in the Credit Card Agreement (CCA), you provided the Bank permission to change your credit limit at any time; located in Section C of the CCA. I have enclosed the CCA for your records. 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 CCA. Additionally, the amount you must pay each billing period is the total of minimum payments for regular revolving and promotional credit plan purchases plus any past due amounts. The minimum payment due for each regular revolving credit plan will be greater of: $5.00; or5% of the new balance shown on your statement of that credit plan (rounded down to the nearest $5.00). The account shows that statement ready notifications were issued via email for the account. The Bank has no record of any correspondence being returned as undeliverable. Bank records indicate the minimum due payment was not met for the billing statements issued March 12, 2016 through March 17, 2017, excluding the May 17, 2016, billing statement. I have enclosed the billing statements for your review. We have reviewed the voicemails left for you by our Payment Solutions department. Please be advised there were no voicemails left advising that an attorney would contact you regarding the account. There is a balance of $2,667.22 and a minimum payment of $242.50 due by April 12, 2017. The account is currently two billing cycles past due. If an account exceeds six consecutive billing cycles past due, the account will be written off, and reported to the national credit-reporting agencies as an unpaid debt. We are unwilling to remove all of the late fees assessed to the balance. In the interest of customer service, we have credited the most recent late fee, assessed on March 12, 2017, in the amount of $37.00. We have closed the account per your request. 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, Kaija M[redacted]
Dear [redacted] Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns. We understand from the complaint that you ordered some boots...
from Woman Within, in which you sent back and then received another pair. You state that you sent the items back through the post office and you paid for the shipping. You are stating that you are owed $61.04, and you are requesting to receive all of your money back. We apologize for the inconvenience you have experienced regarding this matter. Please note that Comenity Bank and Woman Within are two separate entities. The Bank issues and is responsible for addressing questions related to the Woman Within credit card account, while Woman Within is responsible for handling matters related to sales, merchandise processing, returns, shipping. Bank records indicate that a return of $54.99 was applied to your account on February 9, 2017, which generated a total credit balance of $53.54. A credit balance refund check was sent on March 5, 2017. Please be advised that an additional adjustment has been made to your account for $7.50. A refund check in the amount of $7.50 has been requested and should be received within fourteen days. 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, Ashley H[redacted]
I submitted documents supporting the fact that my bank sent the payments in question and contacted the [redacted] bank that used to handle herbergers payments and received my payments. I was not aware that herbergers changed to comenitybank because [redacted] was forwarding payment to comenitybank but stopped. How am I to know this was happening? Also it's unfair they won't wait the 4-6 weeks it might take to get [redacted] to send the payments to them
Regards, [redacted]
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues your BrylaneHomeB credit card account, and we arehere to assist you with all account-related questions. I appreciate the opportunity to respond toyour...
concerns.We understand from your complaint that you believe you are being harassed over a bill that wesay you owe. You are concerned about fees being added to your balance. You sate you paidfor the merchandise through Western Union on November 24,2014.Please note that BrylaneHome and Cornenity Bank are two separate entities. The Bank issuesand is responsible for addressing questions related to the BrylaneHomeB credit card account.BrylaneHome is responsible for handling matters related to sales, merchandise processing.returns and shipping.When merchandise is ordered from BrylaneHome. the account is charged for the cost of themerchandise, sales tax (if applicable), and shipping and handling. BrylaneHome does notrefund shipping and handling charges. In addition. if the provided return label is used to returnthe package, the return label fee is also charged to the account.We have reviewed the account and we are happy to share our findings.Please keep in mind when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee and financecharge, as explained in the Credit Card Agreement.We apologize if you felt that you did not receive the best customer service. It is never theBank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank iscommitted to providing the best customer service and is disappointed when a customer feelsthat this standard was not met.When the Bank's records show an account as delinquent, the Bank will make attempts tocontact you regarding the status of the account. Many times a payment is overlooked by thecustomer, and a reminder call is helpful to bring the account back to a current status. Due topotential negative ramifications for our customers if an account remains delinquent, ComenityBank may call you until our attempt to communicate is successful.Please be assured that we have updated our records and you should not receive any furthertelephone calls at the telephone numbers ending in [redacted] from Comenity Bank, regarding yourBrylaneHome account.Although we find the balance to be valid, in the interest of customer service. Comenity Bank isnot holding you responsible for the remaining balance of $290.34. Due to this account beingreported as a write off. Comenity Bank sent a request to the national credit-reporting agenciesto delete the account from your credit report in its entirety. Please allow up to 45 days for thisinformation to be updated in their records.We hope you find this information helpful. If you have any questions, or need additionalassistance, please do not hesitate to contact me directly at ###-###-####, ext. [redacted](TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R[redacted]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Coldwater Creek Mastercard credit cards. We are here to answer your questions and assist with your concerns.Your complaint states that you requested a balance transfer with no fees and 0%...
interest which was offered to your zero balance credit card. You completed the balance transfer request online on June 3, 2017, and another one approximately a week later. However, the balance transfer request you made on June 3, 2017, had not been approved, but your second request was approved. You further state you contacted the Bank to check the status of the balance transfer and were advised that the request was received; however, it had not been approved yet. Furthermore, on July 19, 2017, no action had been taken on the first balance transfer. The offer expired on July 3, 2017, and you are requesting the Bank honor the balance transfer request. We understand your concerns and apologize for any frustration or inconvenience this matter may have caused you.We received your dispute on July 19, 2017, in the amount of $4,642.59. Please be assured our dispute resolution team is currently working to resolve your dispute. Please also be aware, dispute investigations may take up to ninety days to complete. Upon completion of our investigation, we will notify you of our findings by mail. We appreciate your patience while we conduct our investigation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear [redacted]:We have received the inquiry that you sent to the Consumer Financial ProtectionBureau regarding the above-noted account. Your correspondence was forwarded to theFederal Deposit Insurance Corporation (FDIC) and to Comenity Bank (Bank). ComenityBank issues the Love Loft credit card, and we are here to help answer your questions. Iappreciate the opportunity to assist you with your concerns.Your complaint indicates you made a payment to your Love Loft account on February19, 2015, in the amount of $38.37, and that payment was never applied to your account.You also state your credit union has confirmed that payment was received and cashedby us. Additionally, you state we have reported your account as being paid late to thecredit reporting agencies.On March 17, 2015, we received the initial dispute regarding the $38.37 payment in atelephone call from you. On March 19, 2015, we sent you a letter acknowledging yourdispute and asking for additional information to aid us in the investigation of this matter.On April 24, 2015, we sent you a followup letter advising that we had not received therequested information, so your dispute was being closed until we received the additionalinformation. We show no record of receiving the additional information that wasrequested in that letter or any other communication from you prior to July 15, 2015.We received information from you on July 15, 2015, advising us that you have askedyour bank to send over a copy of the front and back of the check that was cashed by usfor your account in the amount of $38.37. Once we receive a copy of the cashed checkfor $38.37 from your bank, we will continue our research of your payment dispute.As a courtesy, we have credited your account for all late fees and finance charges thatwere associated with the payment of $38.37. On your next billing statement, you willsee a late fee credit of $30.00, a finance charge credit of $1.98 and a finance chargecredit of $1.00. In addition, a late fee of $25.00 was credited to your account on June29, 2015, as reflected on your statement dated July 8, 2015.We have also updated the payment history on your Love Loft account to reflect theaccount as paid current with no delinquencies. Once we receive proof of the $38.37payment from your credit union, we will then apply that payment to your account.You also mentioned in your complaint that you are submitting your payments to yourcredit union bill payment system by the 1st of the month. However, the payments arenot being applied to your account until 4-6 days later, which is causing you to beassessed late fees and additional finance charges since your payment is due on the 3rdof each month.Please note Section D of your Credit Card Agreement (CCA) entitled “Interest, fees andcharges,” which was provided to you at the time your account was opened, states “[i]fyou don’t pay at least the Minimum Payment Due by the Payment Due Date, we willcharge you a late fee.” While the Bank understands payments placed in the mail mayhave been postmarked by the United States Postal Service prior to the payment duedate, the payment must be received by the Bank by the due date in order to avoid a latefee. Please also note additional payment options are identified for your convenience onthe back of each billing statement.We comply with Federal law, which requires that conforming payments received by 5:00p.m. be credited to the account as of that day. However, payments that do not conformto the requirements noted on the second page of your statements may take up to fivedays to be credited after receipt. For your reference, I have enclosed your July billingstatement with that information highlighted for you.Also, you indicate in your complaint that your credit union makes the payment to yourLove Loft account by sending a paper check through the U. S. Mail. You will need tosubmit your request for the payment to be made in time for your credit union to processyour request and for the United States Postal Service to deliver the check to us. Pleasebe sure the payments comply with the requirements on the back of your statement inorder to be assured of same-day crediting.I hope you have found this information to be helpful. If you have any questions orconcerns, please feel free to contact me at ###-###-####.Sincerely,Gabrielle G[redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the abovenotedaccount. Comenity Bank issues Victoria's SecretlPlNK credit card accounts, and we arehere to help answer your account-related questions. 1 appreciate the opportunity to assist you.We...
understand from your complaint that you did not receive your monthly billing statement(s),which resulted in a [ate payment entry to your credit file. You state that even after updating yourinformation you still never received any statement(s) and you have always maintained an A+credit rating. You have requested that the Bank remove this late payment from your accounthistory and credit file.Bank records indicate that your account was enrolled in paperless statements and the monthlystatements were being sent to an email address of [redacted]. We have norecord of the statements being returned as undeliverable. Enclosed are the billing statementsfor your records.As payment was not received for the February and March 2015 billing periods, your accountwas reported as 30-days delinquent to the credit bureaus.Comenity Bank is required by law to report factual information to the national credit-reportingagencies. However, in light of this situation, the Bank is happy to compIy with your request.Therefore, notification has been sent to the national credit-reporting agencies with instructionsto remove the delinquency for March 2015, regarding your Victoria's SecretlPlNK account.Please allow them 45 days to update their records.We apologize for any inconvenience this matter may have caused you, and we hope thisinformation is helpful. Should you have further questions or concerns, please do not hesitate tocontact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy toassist you.Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted]:Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns.Your correspondence states that you believe the previous dispute was held up and you have to accept the findings; however, you are referring to several unauthorized charges made to the account in March 2017, and you are not sure if an investigation was opened for the charges.After reviewing your account, the previous fraud case did not include the March 2017 charges, as the claim did not include those charges. Please be assured your concerns have been forwarded to our Account Protection (Fraud) Team, and fraud case number 20170619-3 was opened on June 19, 2017. The investigation may take up to 90 days to be completed, and you will be notified by mail of the outcome. The account has been closed to prevent any further charges.If you believe you have been a victim of identity theft, or there was an attempted identity theft using your identity, there are some steps we suggest you immediately consider taking if you have not done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditors to contact you before they open any new accounts or change your existing accounts. To do this, you can contact any one of the consumer reporting companies mentioned below. If you contact any one of them, the one you contact is required to notify the other two to place an alert on their files as well.
[redacted]2. Identity theft is a crime. You can file a report with your local police or the police department in the community where the crime took place. Many police departments have a special Identity Theft Report, which is a police report with more than the usual amount of detail. If the detailed Identity Theft Report is available, we recommend you obtain a copy in order to protect your rights.3. You can go to the Federal Trade Commission website on identity theft: www.ftc.gov/idtheft. It contains additional information and will refer you to resources that could be helpful in dealing with your situation.I hope you found this information to be helpful. Should you have any additional questions or concerns about the investigation, please contact our Account Protection Team at (800) 888-1726.Sincerely,Shawnda Y[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com