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
- I spoke with Comenity on the phone the day that I submitted this complaint. At the time, I was told that my account was no longer in dispute and that I would receive my refund within 20-21 days. My account still shows a credit of $550.09.----- If I am not owed the $550.09, as I originally thought, then Comenity at the very least should refund me the extra finance charges that I paid off. I also would like to see my July 2016 statement.-- There was no mail order sale on August 4 and no credit of that charge on August 10, 2016 on my account (see the attached excel document).-- The attached excel document and screenshots of my credit card activity shows that I was charged twice for the $550.09 order on the same day of March 17, 2016 - which is not what Geanine M[redacted] stated in her letter to this complaint.-- I now can no longer access my July 2016 statement online on the Comenity website. Every other statement is available between March and August except for July.The letter from Comenity does not accurately reflect the activity on my account. The business charged me finance charges on the double charge until July 26, 2016 when the $550.09 credit was issued.This has been an unnecessary nightmare dealing with Comenity and the company's unsavory business practices. The falsified details of my account in Geanine's letter is reflective of those practices.Regards,[redacted]
January 16, 2017[redacted]Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account. Comenity...
Bankissues The RoomPlace credit card account. We are here to answer your questions and assist with your concerns.Your complaint states that your account was charged a late fee and you contacted the Bank to have it removedand were advised that a credit would be issued to your account; however, the late fee was not credited to youraccount. You are requesting the Bank honor its word and issue a credit for the late fee that was assessed toyour account. I understand your concerns and apologize for any confusion or frustration this may have causedyou.Our records indicate a statement was issued to you on October 16, 2016, showing a balance of $671.72 and aminimum payment of $25.00 due by November 11, 2016. Please be advised the Bank did not receive a paymentby the due date and as a result, a late fee was assessed to your account.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations. Bankrecords indicate you spoke with a Bank representative on December 2, 2016. During this call, you were advisedthe late fee was already credited to your account. We apologize for the incorrect information that was providedto you. Please be advised the Bank has issued a credit of $25.00 for the late fee that was previously assessedto your account. This credit will appear on your account within the next one-two billing statements.I hope you found this information to be helpful. If you have any further questions or concerns, please feel free tocontact me at ###-###-####.Sincerely,[redacted]
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.
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccounts. Comenity Bank issues the Victoria's Secret Angel, and LOFT credit cards. We are hereto answer your questions and assist with your concerns.You mentioned the Bank is reporting inaccurate information on your...
credit report; the Bank isreporting your Victoria’s Secret account as being $130.00 past due by 30 days. You state this isincorrect and your billing statements show different. The Bank has lowered your credit limit onboth of your accounts, and you have closed them both due to being concerned your credit willbe impacted. You would like both of your accounts reopened with their original terms.Please keep in mind that when payments are not received, are made for less than the minimumrequired, or are received after the due date cutoff time, the account will be assessed a late fee,as explained in the Credit Card Agreement (CCA).Your November 2, 2017, Victoria's Secret Angel billing statement had a balance of $2,374.84with a minimum payment of $115.00 due on November 28, 2017. Since no payment wasreceived a late fee of $37.00 and finance charges of $51.55 were added to your account. Onyour December 2, 2017, billing statement you had a balance of $2,549.73 with a minimumpayment of $240.00 due on December 28, 2017. We received a payment of $110.00 onDecember 28, 2017. Since the full minimum payment was not received, a late fee of $37.00 andfinance charges of $56.08 were added to your account. On your January 2, 2018, billingstatement you had a balance of $2,469.37 with a minimum payment of $250.00 due on January28, 2017, and we received a payment of $125.00. Please find enclosed these billing statementsfor your reference.Please note, the CCA gives us the right to investigate customer credit records and to lower acustomer’s credit limit at any time, for any reason. Your Victoria's Secret Angel account creditlimit was lowered in January 2018 as a result of account becoming two billings past due.The Bank sent a letter to you dated January 4, 2018, advising that your LOVELOFT accountcredit limit had been lowered as a result of a significant decrease in your credit score. A copy ofthe letter is enclosed with this correspondence.We understand your concern regarding how these accounts reflect on your credit reports. Wehave verified we are reporting the accounts correctly to the credit reporting agencies. We arerequired by law to report factual information.We respectfully decline your request to reopen the Victoria's Secret Angel, and LOVELOFTaccounts.We apologize for any frustration or inconvenience this may have caused you. I hope you havefound this information to be helpful. If you have any questions or concerns, please feel free tocontact me at ###-###-####.Sincerely,Alyson F[redacted]Compliance Dept. – Consumer ResponsesEnclosurescc: Revdex.com
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Wowee, I'm about speechless. I think you could hear my jaw hitting the floor. This business had previously written me a letter telling me they sold my account and I owed every penny they added to an account I didn't know I had. I'm very happy for the new response and thankful for the help of the Revdex.com. Thank you very much! I APPRECIATE all you help.
[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 Mr. [redacted]Thank you for your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Comenity Capital Bank issues Orbitz Rewards Visa@ accounts and we respondto all account-related questions. Your complaint was forwarded to my attention, and Iappreciate this...
opportunity to assist you.We understand from your compliant that the Bank closed your account shortly after you applied.You are asking that the Bank reopen the account or open a new account.Bank records indicate that your Orbitz Rewards Visa0 account was closed effective January 6,2016. The account was closed due to recent excessive inquiries on your credit report. Pleasenote the Bank may periodically review accounts to determine their eligibility to remain active, asexplained in the Credit Card Agreement (CCA). Please be advised the Bank is unwilling toreopen this account at this time.We sincerely apologize for any inconvenience this matter may have caused you and hope thatyou find this information to be helpful. Should you have any further questions, please contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,Rosa M[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]: We received your complaint, sent to the Revdex.com, regarding the above-referenced account. Comenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer account-related questions. Your complaint was forwarded to my...
attention and I appreciate the opportunity to assist you. Your complaint states that after opening the account in December 2015, you were assured that you would receive a card, a $25.00 coupon and a statement. You received a call in February 2016 and were told that the account was overdue. After explaining that you had not received anything from the Bank, the associate helped you pay off the purchases and waived the late fee. Since February 2016, you began receiving billing statements, however, they indicated you still had to pay the Bank. You say that you called and were advised that not all the late fees were removed from the account; only $30.00 and you had to pay the rest of the balance. You did not feel this was your fault and was the fault of the Bank for not sending you statements. After reading reviews online, you believe the Bank does not send statements and mislead you by saying the “late fee has been waived”, when it is not. It is your desired settlement to receive a $35.00 refund for the last payment you believe you were forced to pay. Bank records indicate that the account was opened on November 14, 2015. Upon opening an account, you are sent a credit card Welcome Package, which includes a $15.00 new account offer; not $25.00, and the Little Book of Offers. These items were mailed on November 16, 2015, to the address provided to the [redacted]. We have no record of receiving return mail from the post office that this material was undeliverable. You also charged $153.50 to your account on November 14, 2015. Please be aware, if there is a balance on the account, a minimum payment is required. A late fee is assessed if the payment is not received by the specified due date, or if the minimum amount is not received. A late fee is assessed after the due date has expired, and for this reason, it will appear on the next statement. Our records indicate late fees were being charged to you VICTORIA’S SECRET account because payment was not satisfied on your account. Below is a summary of the account statement summary, which includes the assessment of late fees and late payment information. I have also enclosed copies of the billing statements for your records. Statement summary: On December 2, 2015, a statement was mailed with a minimum payment of $25.00 due by December 28, 2015. A $25.00 late fee was added to the account because the minimum payment was not received. On January 2, 2016, a statement was mailed with a minimum payment of $30.00 due by January 28, 2016. A $30.00 late fee was added to the account because the minimum payment was not received. On February 2, 2016, a statement was mailed with a minimum payment of $40.00 due by February 28, 2016. A $30.00 late fee was credited to the account as promised, and a payment of $150.91 was received, thus leaving an unpaid balance. On March 2, 2016, a statement was mailed with a minimum payment of $25.00 due by March 28, 2016. A $25.00 late fee was added to the account because the minimum payment was not received. On April 2, 2016, a statement was mailed with a minimum payment of $30.00 due by April 28, 2016. A $30.00 late fee was added to the account because the minimum payment was not received. On May 2, 2016, a statement was mailed with a minimum payment of $35.00 due by May 28, 2016. On May 10, 2016, a $35.00 late fee was credited to the account as promised by the Bank associate and a $35.00 payment was received, thus, leaving a $23.82 balance. Bank records indicate that the statements mailed in December 2015, January 2016, and February 2016, were sent to the address of 1 River Court, Apt. 3201, Jersey City, NJ 07310-2013, and like the credit card Welcome Package, we have no record that these statements were returned to us as undeliverable by the post office. On February 2, 2016, the address was updated, as you requested to the address listed in your complaint. Enclosed are copies of the billing statements for your records. Although no Bank errors were found, as a courtesy, credits totaling $48.82 have been issued to your account to refund the additional late fees. Due to the way in which the credits were processed, you will receive two separate refund checks; $1.18 and $35.00 under separate cover within 14 days. In addition, we removed the reported late payment information from your account for February and May 2016. The credit bureaus have been notified of these changes. Please allow them 45 days to update your credit file. Furthermore, you were resent the Little Book of Offers on May 10, 2016, and it should be received in 7-10 business days. We also sent you a replacement card that should be received within two weeks. You are a valued customer and we hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Shawnda Y[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted] We have received the complaint that you sent to the Revdex.com (Revdex.com),regarding the above-noted account. ComenityBank issues Ann Taylor/LOFT credit card accounts, and we are here to helpyou with your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate theopportunity to address your concerns. We understand from your complaint that unauthorized purchaseswere applied to your account on March2, 2015, for $251.14, and $117.09; March 4, 2015, for $133.21, $61.07, and $77.33. In addition, you request to be reimbursed forthe unauthorized purchases. We have reviewed your account and are happyto explain our findings. Bank recordsindicate that the concerns referenced in your complaint were resolved and a responsewas issued to you on May 8, 2015. Wehave enclosed a copy of our response for your records. Our records indicate your previous address onfile was [redacted] On April 16, 2015, your address was updatedto the address listed in your Revdex.comcomplaint. We have contacted the corporate office of AnnInc. on your behalf, regarding the disputed purchases. According to Ann Inc. corporate office, thepurchases were shipped, delivered and signed for, to the previous address,which was the current address on the account at the time the orders wereshipped. In addition, two items from the purchase of$77.33 were returned and a credit of $42.12 was applied to your account, onMarch 7, 2015. Enclosed is a listing of the purchases/ordersinformation, provided by Ann Inc. corporate office, which provides the orderdates, order numbers, merchandise descriptions, transaction amounts, shippingdates, and the names of who signed for the packages. However, if you believe the charges arefraudulent, please complete and return the enclosed Affidavit of Credit CardFraud, to our Account Protection (Fraud) team. Once the completed information has been received and processed, a fraud investigationwill be established. Please return theaffidavit to: Comenity Bank[redacted] We value you as a customer, and we sincerely apologize for anyconfusion or frustration this situation may have caused you. Wehope this information is helpful. Shouldyou have any further questions or concerns regarding this letter, pleasecontact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); Iwill be happy to assist you.Sincerely,
[redacted] Consumer Relations Specialist
Dear Ms. [redacted] Thank you for your recent complaint regarding the accounts noted above. Comenity Bank issues the above mentioned credit cards, and we are here to help with your account-related questions and concerns. Your complaint, addressed to the...
Revdex.com, was forwarded to my attention and I appreciate the opportunity to assist you. I understand from your complaint, you made a pay-by-phone payment with our Payment Solutions department on July 16, 2015, for your Lane Bryant Retail and Ashley Stewart® accounts. After receiving phone calls from our company, you were under the impression that the original payments of $75.00 and $50.00 secured on July 16, 2015, were unsuccessfully processed; therefore, the money was still available for payment. On Sunday, July 19, 2015, you made a payment of $100.00 at the Lane Bryant store. On Monday, July 20, 2015, you received an additional phone call from the Bank, in which you advised that a payment of $100.00 was made at the Lane Bryant Retail store on July 19, 2015, in-which you were told the payment should post within 24-48 hours. On July 21, 2015, you state that the original payments of $75.00 and $50.00 were deducted from your Bank, which caused you to incur a $35.00 overdraft fee, as well as placing your Bank account negative $195.00. Lastly, you state that you contacted Comenity Bank on July 22, 2015, and you were not pleased with the level of customer service that you were provided at that time. In order for your Bank to reverse the overdraft fees that you incurred due to this matter, you are requesting Comenity Bank reverse the payments of $75.00 and $50.00. 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. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met. Please be assured, Comenity Bank has completed a thorough investigation into the above mentioned accounts. We apologize if you were provided with inaccurate information; however, based upon our records we are unable to locate any phone calls from July 18 or July 19, 2015, were you state, our representatives advised you that the payments of $75.00 and $50.00 did not go through. Bank records further indicate a pay by phone payment was secured with a Payment Solutions representative on July 16, 2015, with a payment date of July 17, 2015, for $75.00 on your Lane Bryant Retail credit card account, and $50.00 on your Ashley Stewart ® credit card account. Please note, once payments post to an account with Comenity Bank, the payment may take approximately 3-5 business days , to reflect as a deduction from your Bank account. We apologize for the inconvenience this matter may have caused you; however, we regret to inform you that we are unable to grant your request and reverse the payments of $75.00 and $50.00 back to your Bank account, due to this matter not being a Bank error. However, if you can provide documentation from your Bank, on Bank letterhead, that states Comenity Bank tried to withdrawal payments in the amount of $75.00 and $50.00, and that an error occurred on Comenity Bank’s end that hinder the payments from processing, we will be more than happy to review your account for additional processing. I hope you find this information to be helpful. Should you have additional questions or concerns about this issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Geanine M[redacted]
This is not helping the situation of your company collecting interest and adding fees to the account each month despite the fact I hadn't received account information how my supposed to pay fees when I haven't even gotten a bill in the mail I just got the first email Bill today I did not get any bills during that time and you feel that even though I was notified about the bills it's okay to charge her for those months that she didn'tget notified about a bill and interest charges so I'm not willing to pay that not at all you're going to have to meet me somewhere otherwise this will escalate to small claims court or in other some form not to threaten it you have lawyers I understand that's what they're there for but again I was a very loyal customer which you don't get notified about a bill and interest charges so I'm not willing to pay that not at all you're going to have to meet me somewhere otherwise this will escalate to small claims court or in other some form not to threaten it you have lawyers I understand that's what they're there for. Please submit me an offer about these late fees and then will will talk.
Regards,
[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 Ms. [redacted]We received your complaint, submitted to theRevdex.com, regarding the above-referenced account. Comenity Bank issues Express credit cardaccounts, and we are here to help with your account-related questions. I appreciate this opportunity to...
assist you. We understand from your complaint that theaccount was reporting as settled for less than the full balance, however theaccount was paid in full. Additionally you request the Bank delete the charge off from your credit report and onlyreport the account as paid in full. We apologize for any inconvenience this matter may have caused you.Bank records indicate the Express account was opened on May 3, 2003. Due tonon-receipt of payment, the account was closed, and written off on September10, 2011, and reported to the credit- reporting agencies as an unpaid debt.On November 15, 2012, a payment of $394.91was received and posted to the Express account. This was payment In full. Please be assured that the account is reporting to the national credit reportingagencies as a charge off, paid in full. Please understand that Comenity Bank is required to report factual information to the national credit-reportingagencies. We reviewed the informationreporting on your credit file in regard the above-referenced account, and wehave found the payment history to be accurately reporting, as such, no changeswill be made to the reporting of the Express account.We understand that our customers mayexperience circumstances beyond their control, which may cause their accountsto become past due. As an option, you may want to consider submitting a consumer statement to the credit-reportingagencies, explaining the reason(s) why the account became past due. This statement will not change your credit rating;however, it will explain to potential creditors why the account became pastdue, and it may contribute to their decision. The credit bureaus may be reached by using the following information: [redacted]We hope this information is helpful. Should you have any further questions orconcerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
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]
Comenity Bank has investigated this complaint and deemed it was resolved between the customer and the collection agency in March 2014 for less than the amount owed which was different than the amount stated in the complaint. The record indicates the account was opened on August 12, 2013 and billed...
to a certain address. December 13, 2014, Comenity received an address change/update to a PO Box. Comenity has found no errors or disputes regarding any errors thus believe the information provided is correct. As such, Comentiy Bank is unwilling to remove the derogatory information from the national credit reporting agencies
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]
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
- I spoke with Comenity on the phone the day that I submitted this complaint. At the time, I was told that my account was no longer in dispute and that I would receive my refund within 20-21 days. My account still shows a credit of $550.09.----- If I am not owed the $550.09, as I originally thought, then Comenity at the very least should refund me the extra finance charges that I paid off. I also would like to see my July 2016 statement.-- There was no mail order sale on August 4 and no credit of that charge on August 10, 2016 on my account (see the attached excel document).-- The attached excel document and screenshots of my credit card activity shows that I was charged twice for the $550.09 order on the same day of March 17, 2016 - which is not what Geanine M[redacted] stated in her letter to this complaint.-- I now can no longer access my July 2016 statement online on the Comenity website. Every other statement is available between March and August except for July.The letter from Comenity does not accurately reflect the activity on my account. The business charged me finance charges on the double charge until July 26, 2016 when the $550.09 credit was issued.This has been an unnecessary nightmare dealing with Comenity and the company's unsavory business practices. The falsified details of my account in Geanine's letter is reflective of those practices.Regards,[redacted]
January 16, 2017[redacted]Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account. Comenity...
Bankissues The RoomPlace credit card account. We are here to answer your questions and assist with your concerns.Your complaint states that your account was charged a late fee and you contacted the Bank to have it removedand were advised that a credit would be issued to your account; however, the late fee was not credited to youraccount. You are requesting the Bank honor its word and issue a credit for the late fee that was assessed toyour account. I understand your concerns and apologize for any confusion or frustration this may have causedyou.Our records indicate a statement was issued to you on October 16, 2016, showing a balance of $671.72 and aminimum payment of $25.00 due by November 11, 2016. Please be advised the Bank did not receive a paymentby the due date and as a result, a late fee was assessed to your account.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations. Bankrecords indicate you spoke with a Bank representative on December 2, 2016. During this call, you were advisedthe late fee was already credited to your account. We apologize for the incorrect information that was providedto you. Please be advised the Bank has issued a credit of $25.00 for the late fee that was previously assessedto your account. This credit will appear on your account within the next one-two billing statements.I hope you found this information to be helpful. If you have any further questions or concerns, please feel free tocontact me at ###-###-####.Sincerely,[redacted]
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.
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccounts. Comenity Bank issues the Victoria's Secret Angel, and LOFT credit cards. We are hereto answer your questions and assist with your concerns.You mentioned the Bank is reporting inaccurate information on your...
credit report; the Bank isreporting your Victoria’s Secret account as being $130.00 past due by 30 days. You state this isincorrect and your billing statements show different. The Bank has lowered your credit limit onboth of your accounts, and you have closed them both due to being concerned your credit willbe impacted. You would like both of your accounts reopened with their original terms.Please keep in mind that when payments are not received, are made for less than the minimumrequired, or are received after the due date cutoff time, the account will be assessed a late fee,as explained in the Credit Card Agreement (CCA).Your November 2, 2017, Victoria's Secret Angel billing statement had a balance of $2,374.84with a minimum payment of $115.00 due on November 28, 2017. Since no payment wasreceived a late fee of $37.00 and finance charges of $51.55 were added to your account. Onyour December 2, 2017, billing statement you had a balance of $2,549.73 with a minimumpayment of $240.00 due on December 28, 2017. We received a payment of $110.00 onDecember 28, 2017. Since the full minimum payment was not received, a late fee of $37.00 andfinance charges of $56.08 were added to your account. On your January 2, 2018, billingstatement you had a balance of $2,469.37 with a minimum payment of $250.00 due on January28, 2017, and we received a payment of $125.00. Please find enclosed these billing statementsfor your reference.Please note, the CCA gives us the right to investigate customer credit records and to lower acustomer’s credit limit at any time, for any reason. Your Victoria's Secret Angel account creditlimit was lowered in January 2018 as a result of account becoming two billings past due.The Bank sent a letter to you dated January 4, 2018, advising that your LOVELOFT accountcredit limit had been lowered as a result of a significant decrease in your credit score. A copy ofthe letter is enclosed with this correspondence.We understand your concern regarding how these accounts reflect on your credit reports. Wehave verified we are reporting the accounts correctly to the credit reporting agencies. We arerequired by law to report factual information.We respectfully decline your request to reopen the Victoria's Secret Angel, and LOVELOFTaccounts.We apologize for any frustration or inconvenience this may have caused you. I hope you havefound this information to be helpful. If you have any questions or concerns, please feel free tocontact me at ###-###-####.Sincerely,Alyson F[redacted]Compliance Dept. – Consumer ResponsesEnclosurescc: Revdex.com
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Wowee, I'm about speechless. I think you could hear my jaw hitting the floor. This business had previously written me a letter telling me they sold my account and I owed every penny they added to an account I didn't know I had. I'm very happy for the new response and thankful for the help of the Revdex.com. Thank you very much! I APPRECIATE all you help.
[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 Mr. [redacted]Thank you for your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Comenity Capital Bank issues Orbitz Rewards Visa@ accounts and we respondto all account-related questions. Your complaint was forwarded to my attention, and Iappreciate this...
opportunity to assist you.We understand from your compliant that the Bank closed your account shortly after you applied.You are asking that the Bank reopen the account or open a new account.Bank records indicate that your Orbitz Rewards Visa0 account was closed effective January 6,2016. The account was closed due to recent excessive inquiries on your credit report. Pleasenote the Bank may periodically review accounts to determine their eligibility to remain active, asexplained in the Credit Card Agreement (CCA). Please be advised the Bank is unwilling toreopen this account at this time.We sincerely apologize for any inconvenience this matter may have caused you and hope thatyou find this information to be helpful. Should you have any further questions, please contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,Rosa M[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]: We received your complaint, sent to the Revdex.com, regarding the above-referenced account. Comenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer account-related questions. Your complaint was forwarded to my...
attention and I appreciate the opportunity to assist you. Your complaint states that after opening the account in December 2015, you were assured that you would receive a card, a $25.00 coupon and a statement. You received a call in February 2016 and were told that the account was overdue. After explaining that you had not received anything from the Bank, the associate helped you pay off the purchases and waived the late fee. Since February 2016, you began receiving billing statements, however, they indicated you still had to pay the Bank. You say that you called and were advised that not all the late fees were removed from the account; only $30.00 and you had to pay the rest of the balance. You did not feel this was your fault and was the fault of the Bank for not sending you statements. After reading reviews online, you believe the Bank does not send statements and mislead you by saying the “late fee has been waived”, when it is not. It is your desired settlement to receive a $35.00 refund for the last payment you believe you were forced to pay. Bank records indicate that the account was opened on November 14, 2015. Upon opening an account, you are sent a credit card Welcome Package, which includes a $15.00 new account offer; not $25.00, and the Little Book of Offers. These items were mailed on November 16, 2015, to the address provided to the [redacted]. We have no record of receiving return mail from the post office that this material was undeliverable. You also charged $153.50 to your account on November 14, 2015. Please be aware, if there is a balance on the account, a minimum payment is required. A late fee is assessed if the payment is not received by the specified due date, or if the minimum amount is not received. A late fee is assessed after the due date has expired, and for this reason, it will appear on the next statement. Our records indicate late fees were being charged to you VICTORIA’S SECRET account because payment was not satisfied on your account. Below is a summary of the account statement summary, which includes the assessment of late fees and late payment information. I have also enclosed copies of the billing statements for your records. Statement summary: On December 2, 2015, a statement was mailed with a minimum payment of $25.00 due by December 28, 2015. A $25.00 late fee was added to the account because the minimum payment was not received. On January 2, 2016, a statement was mailed with a minimum payment of $30.00 due by January 28, 2016. A $30.00 late fee was added to the account because the minimum payment was not received. On February 2, 2016, a statement was mailed with a minimum payment of $40.00 due by February 28, 2016. A $30.00 late fee was credited to the account as promised, and a payment of $150.91 was received, thus leaving an unpaid balance. On March 2, 2016, a statement was mailed with a minimum payment of $25.00 due by March 28, 2016. A $25.00 late fee was added to the account because the minimum payment was not received. On April 2, 2016, a statement was mailed with a minimum payment of $30.00 due by April 28, 2016. A $30.00 late fee was added to the account because the minimum payment was not received. On May 2, 2016, a statement was mailed with a minimum payment of $35.00 due by May 28, 2016. On May 10, 2016, a $35.00 late fee was credited to the account as promised by the Bank associate and a $35.00 payment was received, thus, leaving a $23.82 balance. Bank records indicate that the statements mailed in December 2015, January 2016, and February 2016, were sent to the address of 1 River Court, Apt. 3201, Jersey City, NJ 07310-2013, and like the credit card Welcome Package, we have no record that these statements were returned to us as undeliverable by the post office. On February 2, 2016, the address was updated, as you requested to the address listed in your complaint. Enclosed are copies of the billing statements for your records. Although no Bank errors were found, as a courtesy, credits totaling $48.82 have been issued to your account to refund the additional late fees. Due to the way in which the credits were processed, you will receive two separate refund checks; $1.18 and $35.00 under separate cover within 14 days. In addition, we removed the reported late payment information from your account for February and May 2016. The credit bureaus have been notified of these changes. Please allow them 45 days to update your credit file. Furthermore, you were resent the Little Book of Offers on May 10, 2016, and it should be received in 7-10 business days. We also sent you a replacement card that should be received within two weeks. You are a valued customer and we hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Shawnda Y[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted] We have received the complaint that you sent to the Revdex.com (Revdex.com),regarding the above-noted account. ComenityBank issues Ann Taylor/LOFT credit card accounts, and we are here to helpyou with your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate theopportunity to address your concerns. We understand from your complaint that unauthorized purchaseswere applied to your account on March2, 2015, for $251.14, and $117.09; March 4, 2015, for $133.21, $61.07, and $77.33. In addition, you request to be reimbursed forthe unauthorized purchases. We have reviewed your account and are happyto explain our findings. Bank recordsindicate that the concerns referenced in your complaint were resolved and a responsewas issued to you on May 8, 2015. Wehave enclosed a copy of our response for your records. Our records indicate your previous address onfile was [redacted] On April 16, 2015, your address was updatedto the address listed in your Revdex.comcomplaint. We have contacted the corporate office of AnnInc. on your behalf, regarding the disputed purchases. According to Ann Inc. corporate office, thepurchases were shipped, delivered and signed for, to the previous address,which was the current address on the account at the time the orders wereshipped. In addition, two items from the purchase of$77.33 were returned and a credit of $42.12 was applied to your account, onMarch 7, 2015. Enclosed is a listing of the purchases/ordersinformation, provided by Ann Inc. corporate office, which provides the orderdates, order numbers, merchandise descriptions, transaction amounts, shippingdates, and the names of who signed for the packages. However, if you believe the charges arefraudulent, please complete and return the enclosed Affidavit of Credit CardFraud, to our Account Protection (Fraud) team. Once the completed information has been received and processed, a fraud investigationwill be established. Please return theaffidavit to: Comenity Bank[redacted] We value you as a customer, and we sincerely apologize for anyconfusion or frustration this situation may have caused you. Wehope this information is helpful. Shouldyou have any further questions or concerns regarding this letter, pleasecontact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); Iwill be happy to assist you.Sincerely,
[redacted] Consumer Relations Specialist
Dear Ms. [redacted] Thank you for your recent complaint regarding the accounts noted above. Comenity Bank issues the above mentioned credit cards, and we are here to help with your account-related questions and concerns. Your complaint, addressed to the...
Revdex.com, was forwarded to my attention and I appreciate the opportunity to assist you. I understand from your complaint, you made a pay-by-phone payment with our Payment Solutions department on July 16, 2015, for your Lane Bryant Retail and Ashley Stewart® accounts. After receiving phone calls from our company, you were under the impression that the original payments of $75.00 and $50.00 secured on July 16, 2015, were unsuccessfully processed; therefore, the money was still available for payment. On Sunday, July 19, 2015, you made a payment of $100.00 at the Lane Bryant store. On Monday, July 20, 2015, you received an additional phone call from the Bank, in which you advised that a payment of $100.00 was made at the Lane Bryant Retail store on July 19, 2015, in-which you were told the payment should post within 24-48 hours. On July 21, 2015, you state that the original payments of $75.00 and $50.00 were deducted from your Bank, which caused you to incur a $35.00 overdraft fee, as well as placing your Bank account negative $195.00. Lastly, you state that you contacted Comenity Bank on July 22, 2015, and you were not pleased with the level of customer service that you were provided at that time. In order for your Bank to reverse the overdraft fees that you incurred due to this matter, you are requesting Comenity Bank reverse the payments of $75.00 and $50.00. 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. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met. Please be assured, Comenity Bank has completed a thorough investigation into the above mentioned accounts. We apologize if you were provided with inaccurate information; however, based upon our records we are unable to locate any phone calls from July 18 or July 19, 2015, were you state, our representatives advised you that the payments of $75.00 and $50.00 did not go through. Bank records further indicate a pay by phone payment was secured with a Payment Solutions representative on July 16, 2015, with a payment date of July 17, 2015, for $75.00 on your Lane Bryant Retail credit card account, and $50.00 on your Ashley Stewart ® credit card account. Please note, once payments post to an account with Comenity Bank, the payment may take approximately 3-5 business days , to reflect as a deduction from your Bank account. We apologize for the inconvenience this matter may have caused you; however, we regret to inform you that we are unable to grant your request and reverse the payments of $75.00 and $50.00 back to your Bank account, due to this matter not being a Bank error. However, if you can provide documentation from your Bank, on Bank letterhead, that states Comenity Bank tried to withdrawal payments in the amount of $75.00 and $50.00, and that an error occurred on Comenity Bank’s end that hinder the payments from processing, we will be more than happy to review your account for additional processing. I hope you find this information to be helpful. Should you have additional questions or concerns about this issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Geanine M[redacted]
This is not helping the situation of your company collecting interest and adding fees to the account each month despite the fact I hadn't received account information how my supposed to pay fees when I haven't even gotten a bill in the mail I just got the first email Bill today I did not get any bills during that time and you feel that even though I was notified about the bills it's okay to charge her for those months that she didn'tget notified about a bill and interest charges so I'm not willing to pay that not at all you're going to have to meet me somewhere otherwise this will escalate to small claims court or in other some form not to threaten it you have lawyers I understand that's what they're there for but again I was a very loyal customer which you don't get notified about a bill and interest charges so I'm not willing to pay that not at all you're going to have to meet me somewhere otherwise this will escalate to small claims court or in other some form not to threaten it you have lawyers I understand that's what they're there for. Please submit me an offer about these late fees and then will will talk.
Regards,
[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 Ms. [redacted]We received your complaint, submitted to theRevdex.com, regarding the above-referenced account. Comenity Bank issues Express credit cardaccounts, and we are here to help with your account-related questions. I appreciate this opportunity to...
assist you. We understand from your complaint that theaccount was reporting as settled for less than the full balance, however theaccount was paid in full. Additionally you request the Bank delete the charge off from your credit report and onlyreport the account as paid in full. We apologize for any inconvenience this matter may have caused you.Bank records indicate the Express account was opened on May 3, 2003. Due tonon-receipt of payment, the account was closed, and written off on September10, 2011, and reported to the credit- reporting agencies as an unpaid debt.On November 15, 2012, a payment of $394.91was received and posted to the Express account. This was payment In full. Please be assured that the account is reporting to the national credit reportingagencies as a charge off, paid in full. Please understand that Comenity Bank is required to report factual information to the national credit-reportingagencies. We reviewed the informationreporting on your credit file in regard the above-referenced account, and wehave found the payment history to be accurately reporting, as such, no changeswill be made to the reporting of the Express account.We understand that our customers mayexperience circumstances beyond their control, which may cause their accountsto become past due. As an option, you may want to consider submitting a consumer statement to the credit-reportingagencies, explaining the reason(s) why the account became past due. This statement will not change your credit rating;however, it will explain to potential creditors why the account became pastdue, and it may contribute to their decision. The credit bureaus may be reached by using the following information: [redacted]We hope this information is helpful. Should you have any further questions orconcerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
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]
Comenity Bank has investigated this complaint and deemed it was resolved between the customer and the collection agency in March 2014 for less than the amount owed which was different than the amount stated in the complaint. The record indicates the account was opened on August 12, 2013 and billed...
to a certain address. December 13, 2014, Comenity received an address change/update to a PO Box. Comenity has found no errors or disputes regarding any errors thus believe the information provided is correct. As such, Comentiy Bank is unwilling to remove the derogatory information from the national credit reporting agencies
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]