Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Talbots credit card. We are here to answer your questions and assist with your concerns. You state you opened the above-referenced...
account in September of 2016, and after you received your credit card and first bill, you paid the account in full; however, every month since then, you have received late fees and finance charges. When you have written the Bank, you have been told that the account was already credited, and that there is nothing that they can do. You are requesting to have the late fees and finance charges removed from your account. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Thank you for speaking with me on February 14, 2017. As a follow up to our conversation, on February 14, 2017, a credit of $39.80 was issued to the account to remove the previously assessed finance charges. Your account balance, as of today’s date, is zero. Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. 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, Laura R[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Bon-Ton credit card. We are here to answer your questionsand assist with your concerns.We understand from your correspondence that you made a purchase and had it mailed to a...
familymember in another state; however, you state your family member never received themerchandise. You explain that you have reached out to Bon-Ton and the Bank regarding thismatter; however, you don’t feel it has been properly resolved. You would like the charge to beremoved from your account along with any finance charges. We apologize for any inconvenienceor frustration this matter may have caused you.Please note Comenity Bank and Bon-Ton are two separate entities. The Bank issues and isresponsible for addressing questions related to your credit card account. Bon-Ton is responsiblefor handling matters related to sales, merchandise processing, returns and shipping.Please be advised that we have reached out to Bon-Ton on your behalf. According to Bon-Ton’srecords, the purchase in question was confirmed as successfully delivered to the requestedaddress. Therefore, we are unable to remove the charge or Bank fees from your account.If you have questions regarding undelivered orders, please contact Bon-Ton directly at 1-800-233-7626. Bon-Ton may be able to file a claim for lost shipments.Bank records indicate the account was closed at your request on November 17, 2017.I hope you have found this information to be helpful. If you have any further questions or concernsregarding this matter, please contact Bon-Ton at the phone number listed above.Sincerely,Rosa M[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
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 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 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 Mr. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the abovereferencedaccount. Comenity Capital Bank issues GameStop® credit card accounts, and weare here to answer all of your account-related questions. Your complaint was forwarded to myattention for...
review, and I appreciate this opportunity to assist you.We understand from your inquiry that your account was closed on December 1, 2016, and youare requesting the account to be reopened.Per our records, on December 2, 2016, we mailed a letter to you advising why the account wasclosed.Bank records indicate the account was closed by the Bank due to excessive inquiries. The CreditCard Agreement gives us both the right to investigate customer’s credit records and to closeaccounts at any time for any reason. We found a number of credit inquiries were submitted foryou after an account with the Bank was opened, which put your account outside of our creditcriteria.Please be advised the account cannot be reopened due to this reason; however, in the future youmay re-apply.I hope the information I provided is helpful. Should you have any further questions or concernsabout the account, please contact me at ###-###-####. I would be happy to assist you.
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]
[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 Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referenced above. As the bank that issues HSN credit card accounts, Comenity Capital Bank is here to help you with your account-related concerns. Your complaint was forwarded to my attention,...
and I appreciate the opportunity to assist you. Your complaint indicates that you purchased Account Assure to cover your debt in case you became unemployed. You became unemployed on August 1, 2016, and on August 15, 2016, you notified the Bank that you had a payment due on August 20, 2016. You state that you had to wait for paperwork that needed to be filled out and faxed back once completed. Additionally, part of the paperwork had to be completed by your former employer who is in Maryland, and you live in Florida. Furthermore, the local business in Florida refused to the required documents. You are requesting that the bill be paid, since you are now unemployed. You can address your concerns directly to Account Assure at: Account Assure ** [redacted] [redacted]
[redacted]
[redacted] In the interest of customer service, we have issued a credit for the late fee of $27.00 that was applied to your account. Please keep in mind that you are responsible to maintain your minimum payment until your claim has been processed and payment has been made to the account. We 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, Rosa M[redacted]
Dear Ms. [redacted]We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues avenue® credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my attention,...
and I appreciate the opportunity to respond to your concerns.We understand from the complaint that you are being charged for the Account Assure Program, and you did not agree to the charges. You are requesting that all Account Assure Program charges assessed to the avenue® account be credited back. I will be happy to share my findings with you.After a thorough review of the above-referenced account, our records indicate that the account was opened on July 24, 2010, in the name of [redacted]. On September 20, 2010, the avenue® account was enrolled in the Account Assure Program via the web. Account Assure is a debt cancellation program with a monthly fee of $1.99 per $100.00 of your monthly statement balance. On March 11, 2016, the Account Assure Program was cancelled. Please be assured that a credit of $470.65 was issued to the account for all of the Account Assure Program charges assessed to the account. Additionally, after calculating the finance charges assessed on this amount, the Bank credited an additional $9.76 in finance charges.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 regarding your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Renee S[redacted]
Dear [redacted]:
We have
received the inquiry you sent to the Revdex.com regarding the
above-noted account. Your correspondence
was forwarded to
Comenity Bank.
Comenity Bank issues the BON-TON credit card,
and we are here to...
help answer your questions. I appreciate the opportunity to
assist you with your concerns.
We understand from
your complaint to the Revdex.com that you have tried making several
payments online to Comenity Bank. These
payments later were returned to your account with a $35.00 returned payment
fee. I would be happy to explain our
findings below.
Bank records show you
had made payments by logging in to your account via our Account Center. At which time you supplied your checking
institutions routing number and your checking account number. These payments were then forwarded to your
bank for payment; however, we received word from your bank that the payments
were disputed and not authorized by you.
Once notification is received a debit for the funds were issued back to the
account and a returned check fee was added; as stated in the Credit Card
Agreement (CCA).
Please keep in mind
that payment submitted to your BON-TON account will appear as Comenity Bank
through your bank records. To ensure
that payments submitted online are authorized, we would suggest contacting your
banking institution and advise them payments showing as “Comenity Bank” are
authorized and/or valid.
Comenity Bank has
reviewed your records and finds no bank errors; therefore, we are unwilling to
credit back the returned payment 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 ###-###-####, ext. [redacted] (TDD/TTY: ###-###-####). I will be
happy to assist you. ...⇄
Sincerely,
Jack C[redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-noted account. As the bank that issues your Victoria’s Secret/PINK credit card, we are here to help answer all account-related questions. Your complaint was forwarded to my attention for...
review, and I appreciate the opportunity to assist you.Your complaint states that you returned two items to Victoria’s Secret in April/May 2015, in the amount of $75.29, and you have not received credit to your account. You also state that you contacted Victoria’s Secret regarding the credit and you were advised that the refund was issued in March, which was prior to the purchase. You have also stated that you were sent gift cards and have called every two weeks since May 1, and still no refund. You are requesting a credit of the merchandise to your account and you would like an extra gift card for the months of hassle to resolve this situation.Please be assured that after researching the Bank’s records and speaking with Victoria’s Secret, here is what we confirmed. The original purchase was made on March 28, 2015; however, both swimwear items were on backorder. The bathing suit top was processed on March 29, 2018, and shipped to you on March 30, 2015. At this time, your Victoria’s Secret/PINK credit account was charged $61.60. On March 30, 2015, the bathing suit bottom was processed, and shipped to you on March 31, 2015. At this time, your Victoria’s Secret/PINK credit account was charged $13.69. Both charges reflected on the April 2015 billing statement that was issued to you by Comenity Bank.On July 17, 2015, you contacted Victoria’s Secret stating that you had returned both items and did not receive credit. Although Victoria’s Secret showed no items being returned, you were issued a manual refund. Because the items were considered returned beyond 90 days of the purchase, you were advised that you would be issued merchandise credits in the amounts of $61.60 and $13.69.On August 19 and August 26, 2015, you contacted Victoria’s Secret stating that you did not receive the merchandise certificates. Therefore, new certificates were requested to be sent to you. The $61.60 was issued on August 27, 2015; however, the $13.69 was still pending in their system.In order to resolve this situation, Victoria’s Secret has voided both certificates and issued credits to your Victoria’s Secret/PINK account for $61.60 and $13.69. These credits will post to your credit card account within 3-5 business days.Please note that Victoria’s Secret was not able to redact the mailed certificate for $61.60 issued on August 27, 2015; however, the gift card has been voided. Therefore, please discard when received, as it no longer has any value.Comenity Bank and Victoria’s Secret respectfully decline your request for additional compensation. If you have further questions about the orders, returns, or credits, we encourage you to contact Victoria’s Secret directly at ###-###-####.You are a valued customer and we apologize for any confusion or inconvenience you have experienced as a result of this situation. If you have further questions about the account, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the HSN credit card account. We are here toanswer your questions and assist with your concerns.Your correspondence states that you are unable to log online to your...
account, even though youknow your username and password. You further state that you received notification that theaccount center website did not recognize your computer. You requested a code to be sent to youvia phone and email, but never received it. You state the issue is with the Bank, and not with you,and request that the Bank fix the access to your online account. We understand your concernsand apologize for any inconvenience or frustration this matter may have caused you.Bank records indicate that we previously received and responded to correspondence submittedto the Consumer Financial Protection Bureau, and the Bank, regarding this same matter. Pleasefind enclosed copies of our previous responses sent to you on January 4, 2018, and January 17,2018.I hope you found this information to be helpful. If you have any further questions or concerns,please feel free to contact me at 1-800-820-8932.Sincerely,Jenny V[redacted]Compliance Dept. – Consumer Responses
I will not accept that this business can't take some responsibility. Their automated system gave me wrong information (stating no payment was due when I called on December 27, 2017). Sadly it's impossible to fight a bank always willing to charge fees to their customers and not seeing the value of good customer service. I am glad to be done with this company, even if I have to pay a fee. I will never again open an account with this bank. I have had to correct other mistakes they have made in the past six months. Luckily they admitted to those mistakes.
Dear
Mr. [redacted]We
received your complaint, addressed to the Revdex.com, regarding the
credit card account referenced above. Comenity Bank issues and services The RoomPlace® credit card
accounts. Your correspondence was
forwarded to my attention, and I appreciate the...
opportunity to respond to your
concerns.We
understand your concerns regarding charges billed to your account for the Chargegard
Plus insurance program. Chargegard
Plus is an optional product that is offered to The RoomPlace customers. Our records indicate that you elected to be enrolled
into Chargegard Plus on April 29, 2012, when your application was submitted. In the optional insurance program section of
the application you included your initials, date of birth, and submission date. A copy of the application is enclosed
for your reference. We
value your loyalty as a customer and in the interest of customer service; the
Bank has issued additional credits totaling $750.24 for all of the Chargegard Plus fees that were
assessed to the account. Also, a credit
for $16.11 was applied to your account to remove the interest charges
associated with the Chargegard Plus fees. We
apologize for any inconvenience this matter may have caused you. We look forward to the opportunity to continue to service your The
RoomPlace® credit card account. If you
have any other questions or concerns regarding this account, please feel free
to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, Ashley
H[redacted]
Dear Mr, [redacted]We have received your complaint addressed to the Revdex.com, regarding theabove-referenced account. Cornenity Bank issues Marathon Visa@ accounts, and we respondto all account-related questions. Your complaint was forwarded to my attention and I appreciatethis...
opportunity to assist you.We understand from your complaint that you use your Marathon Visa0 card both at Marathonstations and anywhere else Visa@ is accepted for well over $1,000.00. However, in utilizingyour card, you believe that you have yet to receive the 25 cents per gallon rebates as promisedin the advertisement. You would like to receive the rebates you believe you should haveearned. We apologize for any inconvenience or frustration you may have experienced becauseof this matter.Please be assured your concerns have been thoroughly researched, and I would like to sharemy findings. Please note as a Marathon Visa@ cardholder you earn rebates for gas purchasesas well as purchases made in Marathon Convenience stores. When calculating rebates earned,only these types of purchases are used to determine rebates earned, while purchases fromother merchants aid you in upgrading tier levels.As mentioned in your complaint, the applicable earning levels for your Marathon Visa@ accountare as follows:Exhibit A:This card is issued by Comenity Bank pursuant to a license by Visa U.S.A. Inc.Tier 1 50.00 - $499.99 $0.05$0.15$0.25Tier 2Tier 3$500.00 - $999.99$1000.00 and aboveBank records indicate the following information in reference to your monthly Marathon Visa@activity, and rebates earned.As displayed in Exhibit A above, your Tier level is determined by your monthly total spent onyour Marathon Visa0 account. Based on your monthly spend outlined in Exhibit B, you havequalified for Tier 1 or .05 cents, each of your months of usage. Please note for the months ofJuly, August and September 2015 your account qualified for a new account bonus of doublerebate points.Exhibit B:If you would like to manually calculate your monthly rebates going foward please utilize thefollowing formula:MonthJuly 2015August 201 5September201 5October 20 15November2015Total Marathon spend I National price of gas per gallon = Gallons of gas purchasedGallons of gas purchases X Rebate tier Amount = Rebates earned1For example, using the month of November 2015 based upon your account activity, yourformula would look as follows:National GasAverage$2.8850$2.8800$2.7260$2.4620$2.3870$32.00 + $2.3870= 13.406 gallons purchased13.406 gallons purchased X .05 cents= .67 cents in RebatesWe currently show your account rebate total at $6.87. Please note once a cardholder reachesthe threshold of $25.00 a Marathon Cash Card is produced and mailed directly to your home.MarathonSpend$29.00$80.01$47.00$1 7.00$32.00Please review this information carefully. The bank finds the above information to be accurate,with no additional rebates due at this time.We hope you have found this information to be helpful. Should you have any additionalconcerns please contact me at ###-###-####, ext. [redacted] (TDD/TPTY ###-###-####). I willbe happy to assist you.
Dear [redacted] Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Lexus Pursuits Visa® credit card. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Consumer Financial Protection Bureau (CFPB) regarding this same matter. Please find enclosed a copy of our response sent to you on January 13, 2017. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Ashley H[redacted]
Thank you for contacting the Revdex.com, regarding the above-referenced account. Comenity Bank issues OLD PUEBLO TRADERS® credit card accounts, and we are here to help with account-related questions. Your complaint was forwarded to my attention, and I appreciate the...
opportunity to assist you. You state that you ordered two sweatshirts on October 22, 2015, and you paid $43.85 with a check. You further state that although you never requested a membership card, you are receiving bills. Additionally, the latest statement you received says that you owe $161.97. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please note that Old Pueblo Traders, and Comenity Bank are separate entities. The Bank issues and is responsible for addressing questions related to OLD PUEBLO TRADERS® credit card accounts. Old Pueblo Traders is responsible for handling matters related to sales, merchandise processing, returns and shipping. We have reviewed the account and we are happy to share our findings. Our records indicate that the above-referenced account was opened on October 21, 2015, when you contacted Old Pueblo Traders to place an order by telephone. You had been selected for a pre-approved credit card offer from Comenity Bank which was based upon information in your credit report which satisfied the Bank’s criteria for creditworthiness. At the time the order was placed, you would have been asked if you were interested in opening an OLD PUEBLO TRADERS® account, based on the pre-approved credit offer. The account was opened, and a purchase of $41.85 was placed. This purchase posted to the above-referenced account on October 24, 2015. The Old Pueblo Traders VIP Plus program is an optional service that is offered through Old Pueblo Traders. This program offers a special introductory price of $1.99 for the first 30 days, and if the customer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the account each month. Cancellation may be made at any time with no further obligation. Our records also indicate that the account was billed for five Old Pueblo Traders VIP Plus charges at $14.97 each, and one Old Pueblo Traders VIP Plus introductory fee of $1.99. On November 8, 2015, a payment of $43.84 posted to the account, and on January 11, 2016, a payment of $14.97 posted to the account. On October 26, 2015, a billing statement was issued reflecting a balance of $43.84 and a minimum payment of $20.00, due by November 21, 2015. This balance consisted of the purchase for $41.85, and the introductory charge of $1.99 for The Old Pueblo Traders VIP Plus program. On November 8, 2015, a payment of $43.84 posted to your account. On July 15, 2016, four credits of $14.97 each posted to the account for the Old Pueblo Traders VIP Plus program. On July 31, 2016, our Billing Disputes team received correspondence regarding the balance on the account. In the interest of customer service, a credit of $142.51 was issued to the account. This credit posted to the account on August 5, 2016, and brought the account to a zero balance. On August 11, 2016, a letter was sent in response to your dispute advising that your account had been adjusted. We have enclosed a copy of this letter for your review. After thoroughly reviewing your account, the Bank issued additional credits to refund you for your payment of the Old Pueblo Traders VIP Plus program introductory charge of $1.99 and one monthly membership fee of $14.97. These adjustments have resulted in a credit balance of $16.96; therefore, a refund check has been requested. Please allow 14 days to receive the refund check, as it is being sent in a separate mailing. Because your complaint indicates that you were not aware that the account was opened when you placed an order with Old Pueblo Traders, we sent notification to the national credit-reporting agencies with instructions to have the account deleted from your credit bureau report. Please allow up to 45 days for this information to be updated in their records. You can choose to stop receiving “prescreened” offers of credit from this and other companies by calling toll-free (888) 567-8688. You may also contact the credit-reporting agencies directly by using the following information: Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 701 Experian Parkway Allen, TX 75013 - 0036 (888) 397-3742 PO Box 390 Springfield, PA 19064 - 0390 (800) 916-8800 PO Box 740241 Atlanta, GA 30374 - 0241 (800) 685-1111 http://www.experian.com http://www.transunion.com http://www.equifax.com Should you later decide that you do wish to receive “prescreened” offers, you may remove the prohibition on use of your credit report information by notifying the above agencies. We hope you find this information helpful. If you have any further questions, please contact me at (800) 675-5685, ext. [redacted] (TDD/TTY (800) 695-1788). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Dear Mr. [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the credit card account referenced above. Comenity Bank issues the roomplace® credit card accounts and we respond to account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your additional complaint that you have received false notification regarding the corrections made to your promotional plan to decrease the minimum payment. You state that you have received another bill $40.00 over the adjusted amount. We apologize for any inconvenience this matter may have caused you. I had the pleasure of speaking with [redacted] on June 20, 2016, and during our conversation I advised that we have made the final adjustment to ensure that minimum payment is corrected for your promotional plan. Please be assured that I have removed the minimum payment due for July 11, 2016, for $110.00. In addition, once your account bills on July 15, 2016, the minimum payment will be less than or equal to $77.00 monthly. We hope you find this information helpful. If you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear Ms. [redacted] Thank you for contacting the Revdex.com, regarding the above-referenced account. Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with account-related questions. Your complaint was forwarded to my attention, and I appreciate...
the opportunity to assist you. You state that you were away for two weeks in January 2016, and while you were away, you had your mail held. Although you made your payment soon after you returned home, your account was assessed a late fee. You further state that you contacted Customer Service, but the representative refused to credit the late fee. You wrote to the Bank on April 12, 2016, to request removal of the late fee; however, you have not received a response to your request. You are dissatisfied with the service that you received when you spoke with a representative of the Bank. You are requesting to have all late fee charges assessed to the account removed. We sincerely apologize for any inconvenience or frustration this matter may have caused you. We have reviewed the concerns in your complaint as well as the applicable telephone conversations. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Capital Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account may be assessed a late fee, pursuant to the terms and conditions of the Credit Card Agreement. On April 18, 2016, our Billing Disputes team received your correspondence regarding the late fees assessed to the account. On April 19, 2016, one credit totaling $20.00 posted to the account. On April 20, 2016, a letter was sent, advising of the account balance. We have enclosed a copy of this response, for your review. In the interest of customer service, credits totaling $85.00 were issued to the account to remove the previously assessed late fees and finance charges. These credits posted to the account on July 5, 2016, and resulted in a zero balance. Notification was sent to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the BLAIR® account, from your credit bureau report. We can confirm that this information has been updated with the credit-reporting agencies. We hope you find this information helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Talbots credit card. We are here to answer your questions and assist with your concerns. You state you opened the above-referenced...
account in September of 2016, and after you received your credit card and first bill, you paid the account in full; however, every month since then, you have received late fees and finance charges. When you have written the Bank, you have been told that the account was already credited, and that there is nothing that they can do. You are requesting to have the late fees and finance charges removed from your account. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Thank you for speaking with me on February 14, 2017. As a follow up to our conversation, on February 14, 2017, a credit of $39.80 was issued to the account to remove the previously assessed finance charges. Your account balance, as of today’s date, is zero. Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. 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, Laura R[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Bon-Ton credit card. We are here to answer your questionsand assist with your concerns.We understand from your correspondence that you made a purchase and had it mailed to a...
familymember in another state; however, you state your family member never received themerchandise. You explain that you have reached out to Bon-Ton and the Bank regarding thismatter; however, you don’t feel it has been properly resolved. You would like the charge to beremoved from your account along with any finance charges. We apologize for any inconvenienceor frustration this matter may have caused you.Please note Comenity Bank and Bon-Ton are two separate entities. The Bank issues and isresponsible for addressing questions related to your credit card account. Bon-Ton is responsiblefor handling matters related to sales, merchandise processing, returns and shipping.Please be advised that we have reached out to Bon-Ton on your behalf. According to Bon-Ton’srecords, the purchase in question was confirmed as successfully delivered to the requestedaddress. Therefore, we are unable to remove the charge or Bank fees from your account.If you have questions regarding undelivered orders, please contact Bon-Ton directly at 1-800-233-7626. Bon-Ton may be able to file a claim for lost shipments.Bank records indicate the account was closed at your request on November 17, 2017.I hope you have found this information to be helpful. If you have any further questions or concernsregarding this matter, please contact Bon-Ton at the phone number listed above.Sincerely,Rosa M[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
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 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 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 Mr. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the abovereferencedaccount. Comenity Capital Bank issues GameStop® credit card accounts, and weare here to answer all of your account-related questions. Your complaint was forwarded to myattention for...
review, and I appreciate this opportunity to assist you.We understand from your inquiry that your account was closed on December 1, 2016, and youare requesting the account to be reopened.Per our records, on December 2, 2016, we mailed a letter to you advising why the account wasclosed.Bank records indicate the account was closed by the Bank due to excessive inquiries. The CreditCard Agreement gives us both the right to investigate customer’s credit records and to closeaccounts at any time for any reason. We found a number of credit inquiries were submitted foryou after an account with the Bank was opened, which put your account outside of our creditcriteria.Please be advised the account cannot be reopened due to this reason; however, in the future youmay re-apply.I hope the information I provided is helpful. Should you have any further questions or concernsabout the account, please contact me at ###-###-####. I would be happy to assist you.
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]
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 Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referenced above. As the bank that issues HSN credit card accounts, Comenity Capital Bank is here to help you with your account-related concerns. Your complaint was forwarded to my attention,...
and I appreciate the opportunity to assist you. Your complaint indicates that you purchased Account Assure to cover your debt in case you became unemployed. You became unemployed on August 1, 2016, and on August 15, 2016, you notified the Bank that you had a payment due on August 20, 2016. You state that you had to wait for paperwork that needed to be filled out and faxed back once completed. Additionally, part of the paperwork had to be completed by your former employer who is in Maryland, and you live in Florida. Furthermore, the local business in Florida refused to the required documents. You are requesting that the bill be paid, since you are now unemployed. You can address your concerns directly to Account Assure at: Account Assure ** [redacted] [redacted]
[redacted]
[redacted] In the interest of customer service, we have issued a credit for the late fee of $27.00 that was applied to your account. Please keep in mind that you are responsible to maintain your minimum payment until your claim has been processed and payment has been made to the account. We 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, Rosa M[redacted]
Dear Ms. [redacted]We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues avenue® credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my attention,...
and I appreciate the opportunity to respond to your concerns.We understand from the complaint that you are being charged for the Account Assure Program, and you did not agree to the charges. You are requesting that all Account Assure Program charges assessed to the avenue® account be credited back. I will be happy to share my findings with you.After a thorough review of the above-referenced account, our records indicate that the account was opened on July 24, 2010, in the name of [redacted]. On September 20, 2010, the avenue® account was enrolled in the Account Assure Program via the web. Account Assure is a debt cancellation program with a monthly fee of $1.99 per $100.00 of your monthly statement balance. On March 11, 2016, the Account Assure Program was cancelled. Please be assured that a credit of $470.65 was issued to the account for all of the Account Assure Program charges assessed to the account. Additionally, after calculating the finance charges assessed on this amount, the Bank credited an additional $9.76 in finance charges.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 regarding your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Renee S[redacted]
Dear [redacted]:
We have
received the inquiry you sent to the Revdex.com regarding the
above-noted account. Your correspondence
was forwarded to
Comenity Bank.
Comenity Bank issues the BON-TON credit card,
and we are here to...
help answer your questions. I appreciate the opportunity to
assist you with your concerns.
We understand from
your complaint to the Revdex.com that you have tried making several
payments online to Comenity Bank. These
payments later were returned to your account with a $35.00 returned payment
fee. I would be happy to explain our
findings below.
Bank records show you
had made payments by logging in to your account via our Account Center. At which time you supplied your checking
institutions routing number and your checking account number. These payments were then forwarded to your
bank for payment; however, we received word from your bank that the payments
were disputed and not authorized by you.
Once notification is received a debit for the funds were issued back to the
account and a returned check fee was added; as stated in the Credit Card
Agreement (CCA).
Please keep in mind
that payment submitted to your BON-TON account will appear as Comenity Bank
through your bank records. To ensure
that payments submitted online are authorized, we would suggest contacting your
banking institution and advise them payments showing as “Comenity Bank” are
authorized and/or valid.
Comenity Bank has
reviewed your records and finds no bank errors; therefore, we are unwilling to
credit back the returned payment 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 ###-###-####, ext. [redacted] (TDD/TTY: ###-###-####). I will be
happy to assist you.
...⇄
Sincerely,
Jack C[redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-noted account. As the bank that issues your Victoria’s Secret/PINK credit card, we are here to help answer all account-related questions. Your complaint was forwarded to my attention for...
review, and I appreciate the opportunity to assist you.Your complaint states that you returned two items to Victoria’s Secret in April/May 2015, in the amount of $75.29, and you have not received credit to your account. You also state that you contacted Victoria’s Secret regarding the credit and you were advised that the refund was issued in March, which was prior to the purchase. You have also stated that you were sent gift cards and have called every two weeks since May 1, and still no refund. You are requesting a credit of the merchandise to your account and you would like an extra gift card for the months of hassle to resolve this situation.Please be assured that after researching the Bank’s records and speaking with Victoria’s Secret, here is what we confirmed. The original purchase was made on March 28, 2015; however, both swimwear items were on backorder. The bathing suit top was processed on March 29, 2018, and shipped to you on March 30, 2015. At this time, your Victoria’s Secret/PINK credit account was charged $61.60. On March 30, 2015, the bathing suit bottom was processed, and shipped to you on March 31, 2015. At this time, your Victoria’s Secret/PINK credit account was charged $13.69. Both charges reflected on the April 2015 billing statement that was issued to you by Comenity Bank.On July 17, 2015, you contacted Victoria’s Secret stating that you had returned both items and did not receive credit. Although Victoria’s Secret showed no items being returned, you were issued a manual refund. Because the items were considered returned beyond 90 days of the purchase, you were advised that you would be issued merchandise credits in the amounts of $61.60 and $13.69.On August 19 and August 26, 2015, you contacted Victoria’s Secret stating that you did not receive the merchandise certificates. Therefore, new certificates were requested to be sent to you. The $61.60 was issued on August 27, 2015; however, the $13.69 was still pending in their system.In order to resolve this situation, Victoria’s Secret has voided both certificates and issued credits to your Victoria’s Secret/PINK account for $61.60 and $13.69. These credits will post to your credit card account within 3-5 business days.Please note that Victoria’s Secret was not able to redact the mailed certificate for $61.60 issued on August 27, 2015; however, the gift card has been voided. Therefore, please discard when received, as it no longer has any value.Comenity Bank and Victoria’s Secret respectfully decline your request for additional compensation. If you have further questions about the orders, returns, or credits, we encourage you to contact Victoria’s Secret directly at ###-###-####.You are a valued customer and we apologize for any confusion or inconvenience you have experienced as a result of this situation. If you have further questions about the account, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the HSN credit card account. We are here toanswer your questions and assist with your concerns.Your correspondence states that you are unable to log online to your...
account, even though youknow your username and password. You further state that you received notification that theaccount center website did not recognize your computer. You requested a code to be sent to youvia phone and email, but never received it. You state the issue is with the Bank, and not with you,and request that the Bank fix the access to your online account. We understand your concernsand apologize for any inconvenience or frustration this matter may have caused you.Bank records indicate that we previously received and responded to correspondence submittedto the Consumer Financial Protection Bureau, and the Bank, regarding this same matter. Pleasefind enclosed copies of our previous responses sent to you on January 4, 2018, and January 17,2018.I hope you found this information to be helpful. If you have any further questions or concerns,please feel free to contact me at 1-800-820-8932.Sincerely,Jenny V[redacted]Compliance Dept. – Consumer Responses
I will not accept that this business can't take some responsibility. Their automated system gave me wrong information (stating no payment was due when I called on December 27, 2017). Sadly it's impossible to fight a bank always willing to charge fees to their customers and not seeing the value of good customer service. I am glad to be done with this company, even if I have to pay a fee. I will never again open an account with this bank. I have had to correct other mistakes they have made in the past six months. Luckily they admitted to those mistakes.
Dear
Mr. [redacted]We
received your complaint, addressed to the Revdex.com, regarding the
credit card account referenced above. Comenity Bank issues and services The RoomPlace® credit card
accounts. Your correspondence was
forwarded to my attention, and I appreciate the...
opportunity to respond to your
concerns.We
understand your concerns regarding charges billed to your account for the Chargegard
Plus insurance program. Chargegard
Plus is an optional product that is offered to The RoomPlace customers. Our records indicate that you elected to be enrolled
into Chargegard Plus on April 29, 2012, when your application was submitted. In the optional insurance program section of
the application you included your initials, date of birth, and submission date. A copy of the application is enclosed
for your reference. We
value your loyalty as a customer and in the interest of customer service; the
Bank has issued additional credits totaling $750.24 for all of the Chargegard Plus fees that were
assessed to the account. Also, a credit
for $16.11 was applied to your account to remove the interest charges
associated with the Chargegard Plus fees. We
apologize for any inconvenience this matter may have caused you. We look forward to the opportunity to continue to service your The
RoomPlace® credit card account. If you
have any other questions or concerns regarding this account, please feel free
to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, Ashley
H[redacted]
Dear Mr, [redacted]We have received your complaint addressed to the Revdex.com, regarding theabove-referenced account. Cornenity Bank issues Marathon Visa@ accounts, and we respondto all account-related questions. Your complaint was forwarded to my attention and I appreciatethis...
opportunity to assist you.We understand from your complaint that you use your Marathon Visa0 card both at Marathonstations and anywhere else Visa@ is accepted for well over $1,000.00. However, in utilizingyour card, you believe that you have yet to receive the 25 cents per gallon rebates as promisedin the advertisement. You would like to receive the rebates you believe you should haveearned. We apologize for any inconvenience or frustration you may have experienced becauseof this matter.Please be assured your concerns have been thoroughly researched, and I would like to sharemy findings. Please note as a Marathon Visa@ cardholder you earn rebates for gas purchasesas well as purchases made in Marathon Convenience stores. When calculating rebates earned,only these types of purchases are used to determine rebates earned, while purchases fromother merchants aid you in upgrading tier levels.As mentioned in your complaint, the applicable earning levels for your Marathon Visa@ accountare as follows:Exhibit A:This card is issued by Comenity Bank pursuant to a license by Visa U.S.A. Inc.Tier 1 50.00 - $499.99 $0.05$0.15$0.25Tier 2Tier 3$500.00 - $999.99$1000.00 and aboveBank records indicate the following information in reference to your monthly Marathon Visa@activity, and rebates earned.As displayed in Exhibit A above, your Tier level is determined by your monthly total spent onyour Marathon Visa0 account. Based on your monthly spend outlined in Exhibit B, you havequalified for Tier 1 or .05 cents, each of your months of usage. Please note for the months ofJuly, August and September 2015 your account qualified for a new account bonus of doublerebate points.Exhibit B:If you would like to manually calculate your monthly rebates going foward please utilize thefollowing formula:MonthJuly 2015August 201 5September201 5October 20 15November2015Total Marathon spend I National price of gas per gallon = Gallons of gas purchasedGallons of gas purchases X Rebate tier Amount = Rebates earned1For example, using the month of November 2015 based upon your account activity, yourformula would look as follows:National GasAverage$2.8850$2.8800$2.7260$2.4620$2.3870$32.00 + $2.3870= 13.406 gallons purchased13.406 gallons purchased X .05 cents= .67 cents in RebatesWe currently show your account rebate total at $6.87. Please note once a cardholder reachesthe threshold of $25.00 a Marathon Cash Card is produced and mailed directly to your home.MarathonSpend$29.00$80.01$47.00$1 7.00$32.00Please review this information carefully. The bank finds the above information to be accurate,with no additional rebates due at this time.We hope you have found this information to be helpful. Should you have any additionalconcerns please contact me at ###-###-####, ext. [redacted] (TDD/TPTY ###-###-####). I willbe happy to assist you.
Dear [redacted] Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Lexus Pursuits Visa® credit card. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Consumer Financial Protection Bureau (CFPB) regarding this same matter. Please find enclosed a copy of our response sent to you on January 13, 2017. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Ashley H[redacted]
Thank you for contacting the Revdex.com, regarding the above-referenced account. Comenity Bank issues OLD PUEBLO TRADERS® credit card accounts, and we are here to help with account-related questions. Your complaint was forwarded to my attention, and I appreciate the...
opportunity to assist you. You state that you ordered two sweatshirts on October 22, 2015, and you paid $43.85 with a check. You further state that although you never requested a membership card, you are receiving bills. Additionally, the latest statement you received says that you owe $161.97. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please note that Old Pueblo Traders, and Comenity Bank are separate entities. The Bank issues and is responsible for addressing questions related to OLD PUEBLO TRADERS® credit card accounts. Old Pueblo Traders is responsible for handling matters related to sales, merchandise processing, returns and shipping. We have reviewed the account and we are happy to share our findings. Our records indicate that the above-referenced account was opened on October 21, 2015, when you contacted Old Pueblo Traders to place an order by telephone. You had been selected for a pre-approved credit card offer from Comenity Bank which was based upon information in your credit report which satisfied the Bank’s criteria for creditworthiness. At the time the order was placed, you would have been asked if you were interested in opening an OLD PUEBLO TRADERS® account, based on the pre-approved credit offer. The account was opened, and a purchase of $41.85 was placed. This purchase posted to the above-referenced account on October 24, 2015. The Old Pueblo Traders VIP Plus program is an optional service that is offered through Old Pueblo Traders. This program offers a special introductory price of $1.99 for the first 30 days, and if the customer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the account each month. Cancellation may be made at any time with no further obligation. Our records also indicate that the account was billed for five Old Pueblo Traders VIP Plus charges at $14.97 each, and one Old Pueblo Traders VIP Plus introductory fee of $1.99. On November 8, 2015, a payment of $43.84 posted to the account, and on January 11, 2016, a payment of $14.97 posted to the account. On October 26, 2015, a billing statement was issued reflecting a balance of $43.84 and a minimum payment of $20.00, due by November 21, 2015. This balance consisted of the purchase for $41.85, and the introductory charge of $1.99 for The Old Pueblo Traders VIP Plus program. On November 8, 2015, a payment of $43.84 posted to your account. On July 15, 2016, four credits of $14.97 each posted to the account for the Old Pueblo Traders VIP Plus program. On July 31, 2016, our Billing Disputes team received correspondence regarding the balance on the account. In the interest of customer service, a credit of $142.51 was issued to the account. This credit posted to the account on August 5, 2016, and brought the account to a zero balance. On August 11, 2016, a letter was sent in response to your dispute advising that your account had been adjusted. We have enclosed a copy of this letter for your review. After thoroughly reviewing your account, the Bank issued additional credits to refund you for your payment of the Old Pueblo Traders VIP Plus program introductory charge of $1.99 and one monthly membership fee of $14.97. These adjustments have resulted in a credit balance of $16.96; therefore, a refund check has been requested. Please allow 14 days to receive the refund check, as it is being sent in a separate mailing. Because your complaint indicates that you were not aware that the account was opened when you placed an order with Old Pueblo Traders, we sent notification to the national credit-reporting agencies with instructions to have the account deleted from your credit bureau report. Please allow up to 45 days for this information to be updated in their records. You can choose to stop receiving “prescreened” offers of credit from this and other companies by calling toll-free (888) 567-8688. You may also contact the credit-reporting agencies directly by using the following information: Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 701 Experian Parkway Allen, TX 75013 - 0036 (888) 397-3742 PO Box 390 Springfield, PA 19064 - 0390 (800) 916-8800 PO Box 740241 Atlanta, GA 30374 - 0241 (800) 685-1111 http://www.experian.com http://www.transunion.com http://www.equifax.com Should you later decide that you do wish to receive “prescreened” offers, you may remove the prohibition on use of your credit report information by notifying the above agencies. We hope you find this information helpful. If you have any further questions, please contact me at (800) 675-5685, ext. [redacted] (TDD/TTY (800) 695-1788). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Dear Mr. [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the credit card account referenced above. Comenity Bank issues the roomplace® credit card accounts and we respond to account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your additional complaint that you have received false notification regarding the corrections made to your promotional plan to decrease the minimum payment. You state that you have received another bill $40.00 over the adjusted amount. We apologize for any inconvenience this matter may have caused you. I had the pleasure of speaking with [redacted] on June 20, 2016, and during our conversation I advised that we have made the final adjustment to ensure that minimum payment is corrected for your promotional plan. Please be assured that I have removed the minimum payment due for July 11, 2016, for $110.00. In addition, once your account bills on July 15, 2016, the minimum payment will be less than or equal to $77.00 monthly. We hope you find this information helpful. If you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear Ms. [redacted] Thank you for contacting the Revdex.com, regarding the above-referenced account. Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with account-related questions. Your complaint was forwarded to my attention, and I appreciate...
the opportunity to assist you. You state that you were away for two weeks in January 2016, and while you were away, you had your mail held. Although you made your payment soon after you returned home, your account was assessed a late fee. You further state that you contacted Customer Service, but the representative refused to credit the late fee. You wrote to the Bank on April 12, 2016, to request removal of the late fee; however, you have not received a response to your request. You are dissatisfied with the service that you received when you spoke with a representative of the Bank. You are requesting to have all late fee charges assessed to the account removed. We sincerely apologize for any inconvenience or frustration this matter may have caused you. We have reviewed the concerns in your complaint as well as the applicable telephone conversations. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Capital Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account may be assessed a late fee, pursuant to the terms and conditions of the Credit Card Agreement. On April 18, 2016, our Billing Disputes team received your correspondence regarding the late fees assessed to the account. On April 19, 2016, one credit totaling $20.00 posted to the account. On April 20, 2016, a letter was sent, advising of the account balance. We have enclosed a copy of this response, for your review. In the interest of customer service, credits totaling $85.00 were issued to the account to remove the previously assessed late fees and finance charges. These credits posted to the account on July 5, 2016, and resulted in a zero balance. Notification was sent to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the BLAIR® account, from your credit bureau report. We can confirm that this information has been updated with the credit-reporting agencies. We hope you find this information helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted]