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]
I requested that the trade line be deleted from my credit.. not for the delinquencies to be updated. I work in finance I understand how credit works.the lane Bryant account showing as closed on my credit affects my credit negatively .. I want the entire trade line deleted.
Regards, [redacted]
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 [redacted] We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bankissues Pottery Barn Kids credit card accounts, and we respond toaccount-related questions. Your complaintwas forwarded to my attention, and...
I appreciate the opportunity to respond toyour concerns. We understand your concerns regarding your purchase for $2,517.50 that was placedon your account on January 3, 2015. Wefurther understand that you were supposed to receive double rewards as theoriginal purchase date was on November 3, 2015. I apologize for any inconvenience this matter may have caused you. We understand that on January 27, 2015, you were issued a letter that stated thatyou should receive your second reward certificate in 1-2 billing cycles afterthe charge was delayed and that reward was not received. Unfortunately, your purchase was not placedon the delayed shipment list and therefore, we had to manually add points toyour account to generate a second reward.Please be advised, that your reward certificate in the amount of $250.00 is attached atthe top of your May 2015 billing statement. We have enclosed a copy for your records. We hope this information is helpful. Shouldyou have any other questions or concerns regarding this account, please feelfree to contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I will be happy to assist you. Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted] We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues Bealls credit card accounts, and we are here to help answer your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to assist you with your concerns. You state that you have overpaid your Bealls credit card bill, and that you mailed out proof that you had been overcharged and that you have called and emailed the Bank numerous times. You further state that you disagree with your statement, and that you are still being overcharged on the account and nothing has gotten resolved. You are requesting for your balance to be credited to zero. We sincerely apologize for any frustration this matter may have caused you. We have reviewed your account and are happy to share our findings. Please find enclosed copies of your October 2012 through May 2015 monthly billing statements, and a table listing all transactions applied to the account during this time period. Our records indicate that on December 31, 2013, you sent in a copy of your billing statement and a print out from the website of your transactions. On this correspondence, you wrote your name, last for digits of your social security number, date of birth, and your Bealls credit card account number. As this was the only information provided regarding your dispute, on January 1, 2014, a letter was issued to you stating that some information necessary to investigate your dispute was missing. The letter requested that you please re-submit your request including: your name, address, and account numberthe disputed amount or specific transactiona brief explanation about why you are disputing the charge. A letter was sent to you by the Bank on March 31, 2015, providing a listing of your transactions from June 24, 2014, through March 25, 2015, and stating that the balance was valid, but requesting you to provide more information if you were still disputing. We have enclosed a copy of the letter sent on March 31, 2015, for your review. On April 20, 2015, the Bank received another letter from you regarding your account balance. In your correspondence you stated that you overpaid your account by $68.08. A review of transactions on your account from the months of October 2012 through May 2015 indicates the following:Purchases = $1,619.50Payments = $1,334.38Returns and Credits = $212.17Finance Charges = $174.07Late Fees = $128.00Account Assure = $33.94. On May 22, 2015, you spoke with a representative from our Customer Care team, and you stated that you were having problems making your payment online. During the conversation, the representative stated that she was willing to remove the late fee. Please be assured, a credit of $27.00 has been issued to remove the late fee that was assessed in May 2015. This credit has posted to your account on June 20, 2015. Your balance, as of today’s date is $381.96. After thoroughly reviewing your account, we find the balance to be valid; however, in the interest of customer service we have issued additional credits totaling $51.00 to remove the late fees which were assessed to the account in January 2015 and April 2015. These credits will appear on one of your next two billing statements. We value you as a customer, and we hope you find this information to be helpful. Should you have questions or concerns regarding this letter, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted] Consumer Relations Specialist
January 20, 2017 [redacted]
[redacted]
[redacted] RE: [redacted]
[redacted]...
[redacted]
* Dear [redacted]: We received your complaint, regarding the above-referenced account. Comenity Capital Bank issues the above referenced credit card, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. We understand from your complaint that you are requesting all collection calls stop, and you advise you are trying to bring your account back up to date. Please note, when the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Capital Bank may call you until our attempts to communicate are successful. Please be advised that we have updated the phone number ending in [redacted], so no further collection calls are made to this number. Bank records indicate your My Place Rewards credit card account is two billing periods past due. Please note, should an account exceed six consecutive billing periods past due, the account would be permanently closed and written off, due to non-payment, and reported to the national credit reporting agencies as an unpaid debt. We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our 12-Month Customer Hardship Program, or in our Customer Long-Term Workout Program. These programs can provide customers with special terms in order to help bring the account current. If you are interested in obtaining information on whether you qualify for one of these programs, please call ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer [redacted]), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement, and could include all of your creditors. We support and participate in the programs provided by [redacted] agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me at ###-###-####. Sincerely, [redacted]
[redacted]
Dear [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the accounts referenced above. Comenity Bank issues west elm credit card accounts, and we respond to account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We have reviewed your account, and our records indicate that we previously responded to this complaint on February 17, 2016. We have enclosed a copy of our previous response for your records. Please be advised that our position remains unchanged, we consider this matter closed. We hope this information is helpful. Should 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 (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the NY&C Rewards credit card account. We are here to answer your questions and assist with your concerns.I understand from your correspondence that you requested to have a recent...
late fee removed from your NY&C Rewards credit card account. You sate you scheduled a payment online; however, when you called the Bank, you were advised the payment did not go through. You requested a courtesy late fee credit, but were advised you were not eligible due to a previous courtesy credit. You state the previous credit was not a courtesy credit, but rather a credit due to a change in Bank policy. You understand that a late fee would be assessed if you had forgotten to make a payment; however, as you did not forget, you would like the late fee credited. We understand your concerns and would like to explain our findings. Bank records indicate you logged into the Bank’s Account Center website on March 1, 2017; and changed your password. Our records do not show a payment scheduled at that time. The Bank respectfully declines your request to have the late fee removed from your account. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. Sincerely, Kristina W[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com
Dear Ms. [redacted]We received your additional complaint, addressed to the Revdex.com, regarding theaccounts referenced above. Comenity Bank issues dressbarn and LANE BRYANT PREFFEREDcredit card accounts, and we are here to assist you with all account-related questions. Iappreciate the...
opportunity to respond to your concerns.We previously received and responded to your correspondence submitted to the FDIC regardingthis same matter. Please find enclosed a copy of our response sent to you on March 30, 2016.We hope you have found this information helpful. If you have any further questions, pleasecontact Erin M[redacted] at the number provided in the prior correspondence. They will be happyto assist you.Sincerely,Amanda R**
Dear Mrs. [redacted]: We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues west elm credit card accounts, and we respond to account-related questions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to respond to your concerns. We understand from your complaint that you received a welcome reward of $50.00 a week before it expired. Additionally, you earned another reward in the amount of $75.00 for the purchases you made on your west elm account, but you have not yet received the reward. You have had problems trying to resolve this matter when you contacted Comenity Bank and west elm. You are requesting to receive a credit for $125.00, or your rewards for $125.00. We would like to apologize for any inconvenience this matter may have caused you. Please be advised that when purchasing from west elm, customers are able to choose between two programs: Earn 10% rewards/design dollars or, with a purchase of $750.00 or more in a single transaction, customers are eligible for a 12 month deferred interest plan. Your purchase of $1,398.08, charged to your account on November 21, 2015, was placed on the 12 month deferred interest payment required plan; therefore, it did not qualify for rewards. However, we have reviewed your account and our records indicate that per your request, the purchase was removed from the deferred interest plan, and applied to your revolving balance. Applicable reward points were then added to your account, which resulted in a reward in the amount of $75.00. Your statement issued on February 22, 2016, advised you that the reward was earned. Please be advised that reward cards are mailed directly to the customer and should arrive within 4 to 6 weeks. In addition, we have issued a credit in the amount of $50.00 to your west elm account for the expired welcome reward. This credit will appear on your next billing statement. We hope this information is helpful. Should 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]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]
Dear [redacted]: Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the [redacted] credit card. We are here to answer your questions and assist with your concerns. Your...
correspondence states you are disputing a finance charge of approximately $38.00. You indicate you contacted the Bank on July 3, 2017, to change your due date and the representative told you to wait to make the full payment and that nothing was due until August 10, 2017. However, a finance charge was assessed to the account in July. You contacted the Bank three times to try to get this matter resolved. On August 3, 2017, you spoke with a manager who was rude, interrupted you and refused to listen to the facts of the matter. You want the finance charges refunded and an apology for the manager's unprofessional behavior or you will terminate the customer relationship. We understand your concerns and would like to provide the following information. On June 17, 2017, you contacted the Bank and asked to change your due date. After you chose a due date of the 10th of every month, the Bank associate read a disclosure to you stating “Your new due date is the 10th of each month. Your account will not incur a late fee as a result of this due date change. Finance charges will continue to be assessed to the account as outlined in your Credit Card Agreement. This moves the end of your billing cycle to the 15th of July.” The associate also advised the minimum due would be changed to zero and your next minimum payment due would be August 10th, but if you don’t pay the statement balance, you will be charged interest. In other words, you would not be required to pay anything by July 4th in order to avoid a late fee, but you would still be assessed finance charges if you did not pay the balance by July 4th. You then advised you would be making the payment on the 6th of July. Your concern in regard to the charge is understandable. Your Credit Card Agreement states that interest charges begin on a transaction from the day it is added to the daily balance and continue until the balance is paid in full, unless your account is in a Grace Period. In addition, on the May 2017 billing statement, we included a reminder that said, in order to avoid interest on the Regular Revolving Credit Plan, you must pay your entire balance by the Payment Due Date each month. The June 2017 billing statement had a balance of $1,637.87 due by July 4, 2017. Your payment of $1,500.00 was received on July 5, 2017. Since the balance was not paid in full and was not This card is issued by Comenity Capital Bank pursuant to a license by [redacted] International Incorporated. [redacted] is a registered trademark of [redacted] International Incorporated. received by the due date, the account was no longer eligible for a Grace Period. Any time the full balance in the Regular Revolving Credit Plan is not paid by the Payment Due Date, the account will be assessed trailing interest finance charges or a minimum interest fee. Once you have lost your Grace Period, new purchases are assessed interest from the transaction date until the date the payment is received. Once the account has a zero balance statement and does not carry any balance past the Payment Due Date, the Grace Period will begin again. Thereafter, if you pay the balance in full each month by the due date, there will be no finance charges assessed on purchases. You spoke with a Bank associate on August 4, 2017, and during that call we agreed to credit a finance charge of $38.09 as a one-time courtesy. This credit was applied to your account on August 4, 2017. In regard to your concerns about a Bank manager you spoke with on August 3, 2017, we have reviewed the applicable telephone conversation. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. I hope you have found this information to be helpful and to have resolved all of your concerns. If you have any further questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Alesa C[redacted] Compliance Dept. – Consumer Responses
Dear Ms. [redacted]:We received your complaint submitted to the Revdex.com regarding the above-referenced account.As the bank that issues BrylaneHame@ credit card accounts, we respond to all account-related questions.Your correspondence was forwarded to my attention, and I appreciate the...
opportunity to respond to yourconcerns.We understand from your complaint that Comenity Bank sent you a letter stating your payment was returned,and there was a fee of $20.00 added to the balance. You called your financial institution and were advised thatno payment was returned. You state that when you spoke with an associate of Comenity Bank, we advised itcould have been an error on your part, and the $20,00 returned payment fee wwld not be waived. You weretold the late fee would be waived, but when you checked your account, you see it was not. You would like youraccount closed and the fee to be waived.Cornenity Bank's online Account Center is a great resource for our customers to manage their accounts andI'm disappointed to hear that you have had a bad experience with the site and Comenity Bank. I would behappy to talk with you and assist you with any concerns that you may be experiencing with Account Center orComenity Bank.I attempted to contact you on July 1, 2015; however, I reached your voicemail and left a message. I am happyto share my findings.Please be advised that the payment you remitted via Account Center on May 20, 201 5, for $30.00 was returnedto us as "unable to locate". This will occur if an incorrect routing or account number are entered. Addittonally,please understand, if incorrect account information is entered, your financtal institution would have no record ofthe payment. This payment was debited back to your account, along with a $20.00 returned payment feeIn the interest of customer service, I have issued credit for the returned payment fee of $20.00, as a one-timecourtesy. No late fees have been assessed to your account.We are sorry you wish to close your 6rylaneHome-B account, as you are a valued customer. However, asrequested, the account was closed on July 2, 2015.I hope you have found this information to be helpful Should you have any additional questions, please do nothesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assistyou.Sincerely, [redacted]Consumer Relations
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret credit card. We are here to answer your questions and assist with your concerns.
We understand in your correspondence that Comenity Bank contacted your father claiming it is legal in an attempt to contact you. In addition, you state that your father was contacted at 6:50 a.m. You further request us to provide you in writing the law that claims we are able to contact family to reach you.
As permissible under the Fair Debt Collection Practices Act (FDCPA), when an account is delinquent, we make proactive attempts to contact the customer, communicate the situation and work out repayment arrangements to minimize any negative credit reporting impacts. Many times a payment is overlooked, and reminder calls or repayment discussions are helpful to bring the account back to a current status.
When the Bank has been unable to reach our customer, we will utilize various resources to obtain contact information where the customer may be reached. Permission for this action is granted within the Credit Card Agreement for your account.
We have reviewed the concerns noted in your correspondence as well as the applicable telephone records. We have verified that all calls were made between 8:00 a.m. and 9:00 p.m. in your time zone.
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,
Jack C
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards,
[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]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the LOVELOFT Mastercard credit card. We are here to answeryour questions and assist with your concerns.We understand from your correspondence, submitted to the Better...
Business Bureau, that youwere charged twice in the amount of $48.78 for returned merchandise. You state that youcontacted the Bank and were advised that you may go to the retail store to request the matter betaken care of. At that time a store associate called the Bank and you were advised to complete adispute form which would be mailed to you. You are requesting the Bank bring the accountbalance to zero and update the dispute process.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversations. We apologize if you felt you did not receive the best customer service. We neverintend to treat our customers in a less-than-satisfactory manner. We are committed to providingthe best customer service and are disappointed when a customer feels this standard was not met.Please note Comenity Bank and LOFT are two separate entities. The Bank issues and isresponsible for addressing questions related to your credit card account. LOFT is responsible forhandling matters related to sales, merchandise processing, returns and shipping.After reviewing the account, our records indicate that retailer issued a return credit of $48.78 onMarch 16, 2017. Additionally, the retailer issued another return credit of $48.78 on March 24,2017.Please be assured, as of the date of this letter, the balance is zero.In regard to the Bank’s disputes process, a dispute form is mailed to the customer. Once the formis returned to the Bank, the dispute process is started. Please keep in mind that the disputeprocess may take up to 60 days for completion.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,Renee S[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-noted account. Comenity Bank issues the west elm credit card. We are here to answer your questions and assist with your concerns.
We understand from your correspondence, you recently signed up for a west elm credit card. ...
You state you were offered a sign on bonus of $50.00, which you have not received. You further state you were offered $25.00 per $250.00 spent; however, when you called to check on the status of the rewards, you were advised it takes a while to process. You were also offered a 15% discount when you provided your email address. You did receive free shipping on the second item ordered; however, you feel this is misleading advertising practices since the 15%, as well as the sign on bonus, were supposed to be applied immediately. You are requesting that the Bank credit the sign on bonus, as well as the other bonuses, and apply them to the balance on your account.
The Bank would like to congratulate you on your new account with west elm, and thank you for contacting the Revdex.com regarding your concerns. At this time, we would like to explain our findings.
Please note Comenity Bank and west elm are two separate entities. The Bank issues, and is responsible for addressing questions related to, your credit card account. West elm is responsible for handling matters related to sales, merchandise processing, returns, and shipping. The Reward Dollars Program is provided by west elm, which is solely responsible for the Program operation, and may change the terms and conditions of the Program at any time.
The Reward Dollars Program offers new members the following:
• Special welcome offer of $50 bonus Reward Dollars
• Earn $25 for every $250 spent or opt for 12 months special financing on purchases of $750 or more
• $25 bonus Reward Dollars on your birthday
• Double and bonus reward opportunities
• Annual Friends + Family shopping event
• Exclusive cardholder only customer service line
As explained in the Rewards Terms + Conditions section on www.westelm.com, you earn one point for every dollar spent with your west elm credit card, and you will receive $25.00 in Reward Dollars for every $250.00 spent. Reward Dollars cannot be applied to past purchases and must be used in conjunction with a new order. In addition, Reward Dollars are issued monthly depending on your balance at the close of business every billing cycle, and will be sent to you within 4-6 weeks.
Bank records indicate $50.00 in Reward Dollars were issued on November 23, 2016, and should arrive within the above-noted timeframe of 4-6 weeks.
With regard to the 15% discount offered for submitting your e-mail address, this offer is provided by west elm and allows an additional discount on your next purchase. The Bank is unwilling to credit your account for the above offers; however, you may contact west elm at the number provided below regarding the terms and conditions of their Reward Dollars Program and discounts.
I hope you have found this information to be helpful. If you have any questions or concerns about the Reward Dollars Program, please feel free to contact west elm at ###-###-#### for assistance.
Sincerely,
Jack Cantrell
Jack Cantrell
Compliance Dept. – Consumer Responses
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]
I requested that the trade line be deleted from my credit.. not for the delinquencies to be updated. I work in finance I understand how credit works.the lane Bryant account showing as closed on my credit affects my credit negatively .. I want the entire trade line deleted.
Regards, [redacted]
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 [redacted] We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bankissues Pottery Barn Kids credit card accounts, and we respond toaccount-related questions. Your complaintwas forwarded to my attention, and...
I appreciate the opportunity to respond toyour concerns. We understand your concerns regarding your purchase for $2,517.50 that was placedon your account on January 3, 2015. Wefurther understand that you were supposed to receive double rewards as theoriginal purchase date was on November 3, 2015. I apologize for any inconvenience this matter may have caused you. We understand that on January 27, 2015, you were issued a letter that stated thatyou should receive your second reward certificate in 1-2 billing cycles afterthe charge was delayed and that reward was not received. Unfortunately, your purchase was not placedon the delayed shipment list and therefore, we had to manually add points toyour account to generate a second reward.Please be advised, that your reward certificate in the amount of $250.00 is attached atthe top of your May 2015 billing statement. We have enclosed a copy for your records. We hope this information is helpful. Shouldyou have any other questions or concerns regarding this account, please feelfree to contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I will be happy to assist you. Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted] We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues Bealls credit card accounts, and we are here to help answer your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to assist you with your concerns. You state that you have overpaid your Bealls credit card bill, and that you mailed out proof that you had been overcharged and that you have called and emailed the Bank numerous times. You further state that you disagree with your statement, and that you are still being overcharged on the account and nothing has gotten resolved. You are requesting for your balance to be credited to zero. We sincerely apologize for any frustration this matter may have caused you. We have reviewed your account and are happy to share our findings. Please find enclosed copies of your October 2012 through May 2015 monthly billing statements, and a table listing all transactions applied to the account during this time period. Our records indicate that on December 31, 2013, you sent in a copy of your billing statement and a print out from the website of your transactions. On this correspondence, you wrote your name, last for digits of your social security number, date of birth, and your Bealls credit card account number. As this was the only information provided regarding your dispute, on January 1, 2014, a letter was issued to you stating that some information necessary to investigate your dispute was missing. The letter requested that you please re-submit your request including: your name, address, and account numberthe disputed amount or specific transactiona brief explanation about why you are disputing the charge. A letter was sent to you by the Bank on March 31, 2015, providing a listing of your transactions from June 24, 2014, through March 25, 2015, and stating that the balance was valid, but requesting you to provide more information if you were still disputing. We have enclosed a copy of the letter sent on March 31, 2015, for your review. On April 20, 2015, the Bank received another letter from you regarding your account balance. In your correspondence you stated that you overpaid your account by $68.08. A review of transactions on your account from the months of October 2012 through May 2015 indicates the following:Purchases = $1,619.50Payments = $1,334.38Returns and Credits = $212.17Finance Charges = $174.07Late Fees = $128.00Account Assure = $33.94. On May 22, 2015, you spoke with a representative from our Customer Care team, and you stated that you were having problems making your payment online. During the conversation, the representative stated that she was willing to remove the late fee. Please be assured, a credit of $27.00 has been issued to remove the late fee that was assessed in May 2015. This credit has posted to your account on June 20, 2015. Your balance, as of today’s date is $381.96. After thoroughly reviewing your account, we find the balance to be valid; however, in the interest of customer service we have issued additional credits totaling $51.00 to remove the late fees which were assessed to the account in January 2015 and April 2015. These credits will appear on one of your next two billing statements. We value you as a customer, and we hope you find this information to be helpful. Should you have questions or concerns regarding this letter, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted] Consumer Relations Specialist
January 20, 2017 [redacted]
[redacted]
[redacted] RE: [redacted]
[redacted]...
[redacted]
* Dear [redacted]: We received your complaint, regarding the above-referenced account. Comenity Capital Bank issues the above referenced credit card, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. We understand from your complaint that you are requesting all collection calls stop, and you advise you are trying to bring your account back up to date. Please note, when the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Capital Bank may call you until our attempts to communicate are successful. Please be advised that we have updated the phone number ending in [redacted], so no further collection calls are made to this number. Bank records indicate your My Place Rewards credit card account is two billing periods past due. Please note, should an account exceed six consecutive billing periods past due, the account would be permanently closed and written off, due to non-payment, and reported to the national credit reporting agencies as an unpaid debt. We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our 12-Month Customer Hardship Program, or in our Customer Long-Term Workout Program. These programs can provide customers with special terms in order to help bring the account current. If you are interested in obtaining information on whether you qualify for one of these programs, please call ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer [redacted]), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement, and could include all of your creditors. We support and participate in the programs provided by [redacted] agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me at ###-###-####. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the accounts referenced above. Comenity Bank issues west elm credit card accounts, and we respond to account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We have reviewed your account, and our records indicate that we previously responded to this complaint on February 17, 2016. We have enclosed a copy of our previous response for your records. Please be advised that our position remains unchanged, we consider this matter closed. We hope this information is helpful. Should 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 (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the NY&C Rewards credit card account. We are here to answer your questions and assist with your concerns.I understand from your correspondence that you requested to have a recent...
late fee removed from your NY&C Rewards credit card account. You sate you scheduled a payment online; however, when you called the Bank, you were advised the payment did not go through. You requested a courtesy late fee credit, but were advised you were not eligible due to a previous courtesy credit. You state the previous credit was not a courtesy credit, but rather a credit due to a change in Bank policy. You understand that a late fee would be assessed if you had forgotten to make a payment; however, as you did not forget, you would like the late fee credited. We understand your concerns and would like to explain our findings. Bank records indicate you logged into the Bank’s Account Center website on March 1, 2017; and changed your password. Our records do not show a payment scheduled at that time. The Bank respectfully declines your request to have the late fee removed from your account. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. Sincerely, Kristina W[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com
The 2nd of each month does not end until after midnight of that date.
Regards, [redacted]
Dear Ms. [redacted]We received your additional complaint, addressed to the Revdex.com, regarding theaccounts referenced above. Comenity Bank issues dressbarn and LANE BRYANT PREFFEREDcredit card accounts, and we are here to assist you with all account-related questions. Iappreciate the...
opportunity to respond to your concerns.We previously received and responded to your correspondence submitted to the FDIC regardingthis same matter. Please find enclosed a copy of our response sent to you on March 30, 2016.We hope you have found this information helpful. If you have any further questions, pleasecontact Erin M[redacted] at the number provided in the prior correspondence. They will be happyto assist you.Sincerely,Amanda R**
Dear Mrs. [redacted]: We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues west elm credit card accounts, and we respond to account-related questions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to respond to your concerns. We understand from your complaint that you received a welcome reward of $50.00 a week before it expired. Additionally, you earned another reward in the amount of $75.00 for the purchases you made on your west elm account, but you have not yet received the reward. You have had problems trying to resolve this matter when you contacted Comenity Bank and west elm. You are requesting to receive a credit for $125.00, or your rewards for $125.00. We would like to apologize for any inconvenience this matter may have caused you. Please be advised that when purchasing from west elm, customers are able to choose between two programs: Earn 10% rewards/design dollars or, with a purchase of $750.00 or more in a single transaction, customers are eligible for a 12 month deferred interest plan. Your purchase of $1,398.08, charged to your account on November 21, 2015, was placed on the 12 month deferred interest payment required plan; therefore, it did not qualify for rewards. However, we have reviewed your account and our records indicate that per your request, the purchase was removed from the deferred interest plan, and applied to your revolving balance. Applicable reward points were then added to your account, which resulted in a reward in the amount of $75.00. Your statement issued on February 22, 2016, advised you that the reward was earned. Please be advised that reward cards are mailed directly to the customer and should arrive within 4 to 6 weeks. In addition, we have issued a credit in the amount of $50.00 to your west elm account for the expired welcome reward. This credit will appear on your next billing statement. We hope this information is helpful. Should 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]
Consumer contacted Revdex.com stating issue is resolved.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]
Dear [redacted]: Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the [redacted] credit card. We are here to answer your questions and assist with your concerns. Your...
correspondence states you are disputing a finance charge of approximately $38.00. You indicate you contacted the Bank on July 3, 2017, to change your due date and the representative told you to wait to make the full payment and that nothing was due until August 10, 2017. However, a finance charge was assessed to the account in July. You contacted the Bank three times to try to get this matter resolved. On August 3, 2017, you spoke with a manager who was rude, interrupted you and refused to listen to the facts of the matter. You want the finance charges refunded and an apology for the manager's unprofessional behavior or you will terminate the customer relationship. We understand your concerns and would like to provide the following information. On June 17, 2017, you contacted the Bank and asked to change your due date. After you chose a due date of the 10th of every month, the Bank associate read a disclosure to you stating “Your new due date is the 10th of each month. Your account will not incur a late fee as a result of this due date change. Finance charges will continue to be assessed to the account as outlined in your Credit Card Agreement. This moves the end of your billing cycle to the 15th of July.” The associate also advised the minimum due would be changed to zero and your next minimum payment due would be August 10th, but if you don’t pay the statement balance, you will be charged interest. In other words, you would not be required to pay anything by July 4th in order to avoid a late fee, but you would still be assessed finance charges if you did not pay the balance by July 4th. You then advised you would be making the payment on the 6th of July. Your concern in regard to the charge is understandable. Your Credit Card Agreement states that interest charges begin on a transaction from the day it is added to the daily balance and continue until the balance is paid in full, unless your account is in a Grace Period. In addition, on the May 2017 billing statement, we included a reminder that said, in order to avoid interest on the Regular Revolving Credit Plan, you must pay your entire balance by the Payment Due Date each month. The June 2017 billing statement had a balance of $1,637.87 due by July 4, 2017. Your payment of $1,500.00 was received on July 5, 2017. Since the balance was not paid in full and was not This card is issued by Comenity Capital Bank pursuant to a license by [redacted] International Incorporated. [redacted] is a registered trademark of [redacted] International Incorporated. received by the due date, the account was no longer eligible for a Grace Period. Any time the full balance in the Regular Revolving Credit Plan is not paid by the Payment Due Date, the account will be assessed trailing interest finance charges or a minimum interest fee. Once you have lost your Grace Period, new purchases are assessed interest from the transaction date until the date the payment is received. Once the account has a zero balance statement and does not carry any balance past the Payment Due Date, the Grace Period will begin again. Thereafter, if you pay the balance in full each month by the due date, there will be no finance charges assessed on purchases. You spoke with a Bank associate on August 4, 2017, and during that call we agreed to credit a finance charge of $38.09 as a one-time courtesy. This credit was applied to your account on August 4, 2017. In regard to your concerns about a Bank manager you spoke with on August 3, 2017, we have reviewed the applicable telephone conversation. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. I hope you have found this information to be helpful and to have resolved all of your concerns. If you have any further questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Alesa C[redacted] Compliance Dept. – Consumer Responses
Dear Ms. [redacted]:We received your complaint submitted to the Revdex.com regarding the above-referenced account.As the bank that issues BrylaneHame@ credit card accounts, we respond to all account-related questions.Your correspondence was forwarded to my attention, and I appreciate the...
opportunity to respond to yourconcerns.We understand from your complaint that Comenity Bank sent you a letter stating your payment was returned,and there was a fee of $20.00 added to the balance. You called your financial institution and were advised thatno payment was returned. You state that when you spoke with an associate of Comenity Bank, we advised itcould have been an error on your part, and the $20,00 returned payment fee wwld not be waived. You weretold the late fee would be waived, but when you checked your account, you see it was not. You would like youraccount closed and the fee to be waived.Cornenity Bank's online Account Center is a great resource for our customers to manage their accounts andI'm disappointed to hear that you have had a bad experience with the site and Comenity Bank. I would behappy to talk with you and assist you with any concerns that you may be experiencing with Account Center orComenity Bank.I attempted to contact you on July 1, 2015; however, I reached your voicemail and left a message. I am happyto share my findings.Please be advised that the payment you remitted via Account Center on May 20, 201 5, for $30.00 was returnedto us as "unable to locate". This will occur if an incorrect routing or account number are entered. Addittonally,please understand, if incorrect account information is entered, your financtal institution would have no record ofthe payment. This payment was debited back to your account, along with a $20.00 returned payment feeIn the interest of customer service, I have issued credit for the returned payment fee of $20.00, as a one-timecourtesy. No late fees have been assessed to your account.We are sorry you wish to close your 6rylaneHome-B account, as you are a valued customer. However, asrequested, the account was closed on July 2, 2015.I hope you have found this information to be helpful Should you have any additional questions, please do nothesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assistyou.Sincerely, [redacted]Consumer Relations
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret credit card. We are here to answer your questions and assist with your concerns.
We understand in your correspondence that Comenity Bank contacted your father claiming it is legal in an attempt to contact you. In addition, you state that your father was contacted at 6:50 a.m. You further request us to provide you in writing the law that claims we are able to contact family to reach you.
As permissible under the Fair Debt Collection Practices Act (FDCPA), when an account is delinquent, we make proactive attempts to contact the customer, communicate the situation and work out repayment arrangements to minimize any negative credit reporting impacts. Many times a payment is overlooked, and reminder calls or repayment discussions are helpful to bring the account back to a current status.
When the Bank has been unable to reach our customer, we will utilize various resources to obtain contact information where the customer may be reached. Permission for this action is granted within the Credit Card Agreement for your account.
We have reviewed the concerns noted in your correspondence as well as the applicable telephone records. We have verified that all calls were made between 8:00 a.m. and 9:00 p.m. in your time zone.
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,
Jack C
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards,
[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]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the LOVELOFT Mastercard credit card. We are here to answeryour questions and assist with your concerns.We understand from your correspondence, submitted to the Better...
Business Bureau, that youwere charged twice in the amount of $48.78 for returned merchandise. You state that youcontacted the Bank and were advised that you may go to the retail store to request the matter betaken care of. At that time a store associate called the Bank and you were advised to complete adispute form which would be mailed to you. You are requesting the Bank bring the accountbalance to zero and update the dispute process.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversations. We apologize if you felt you did not receive the best customer service. We neverintend to treat our customers in a less-than-satisfactory manner. We are committed to providingthe best customer service and are disappointed when a customer feels this standard was not met.Please note Comenity Bank and LOFT are two separate entities. The Bank issues and isresponsible for addressing questions related to your credit card account. LOFT is responsible forhandling matters related to sales, merchandise processing, returns and shipping.After reviewing the account, our records indicate that retailer issued a return credit of $48.78 onMarch 16, 2017. Additionally, the retailer issued another return credit of $48.78 on March 24,2017.Please be assured, as of the date of this letter, the balance is zero.In regard to the Bank’s disputes process, a dispute form is mailed to the customer. Once the formis returned to the Bank, the dispute process is started. Please keep in mind that the disputeprocess may take up to 60 days for completion.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,Renee S[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-noted account. Comenity Bank issues the west elm credit card. We are here to answer your questions and assist with your concerns.
We understand from your correspondence, you recently signed up for a west elm credit card. ...
You state you were offered a sign on bonus of $50.00, which you have not received. You further state you were offered $25.00 per $250.00 spent; however, when you called to check on the status of the rewards, you were advised it takes a while to process. You were also offered a 15% discount when you provided your email address. You did receive free shipping on the second item ordered; however, you feel this is misleading advertising practices since the 15%, as well as the sign on bonus, were supposed to be applied immediately. You are requesting that the Bank credit the sign on bonus, as well as the other bonuses, and apply them to the balance on your account.
The Bank would like to congratulate you on your new account with west elm, and thank you for contacting the Revdex.com regarding your concerns. At this time, we would like to explain our findings.
Please note Comenity Bank and west elm are two separate entities. The Bank issues, and is responsible for addressing questions related to, your credit card account. West elm is responsible for handling matters related to sales, merchandise processing, returns, and shipping. The Reward Dollars Program is provided by west elm, which is solely responsible for the Program operation, and may change the terms and conditions of the Program at any time.
The Reward Dollars Program offers new members the following:
• Special welcome offer of $50 bonus Reward Dollars
• Earn $25 for every $250 spent or opt for 12 months special financing on purchases of $750 or more
• $25 bonus Reward Dollars on your birthday
• Double and bonus reward opportunities
• Annual Friends + Family shopping event
• Exclusive cardholder only customer service line
As explained in the Rewards Terms + Conditions section on www.westelm.com, you earn one point for every dollar spent with your west elm credit card, and you will receive $25.00 in Reward Dollars for every $250.00 spent. Reward Dollars cannot be applied to past purchases and must be used in conjunction with a new order. In addition, Reward Dollars are issued monthly depending on your balance at the close of business every billing cycle, and will be sent to you within 4-6 weeks.
Bank records indicate $50.00 in Reward Dollars were issued on November 23, 2016, and should arrive within the above-noted timeframe of 4-6 weeks.
With regard to the 15% discount offered for submitting your e-mail address, this offer is provided by west elm and allows an additional discount on your next purchase. The Bank is unwilling to credit your account for the above offers; however, you may contact west elm at the number provided below regarding the terms and conditions of their Reward Dollars Program and discounts.
I hope you have found this information to be helpful. If you have any questions or concerns about the Reward Dollars Program, please feel free to contact west elm at ###-###-#### for assistance.
Sincerely,
Jack Cantrell
Jack Cantrell
Compliance Dept. – Consumer Responses
cc: Revdex.com