June 6, 2017Joseph K. McCaleb72 Field Crest DriveFranklin, OH 45005-4568RE: Victoria’s Secret Angel Credit Card Account Ending In 3728Victoria’s Secret Angel Credit Card Account Ending In 1997Buckle Credit Card Account Ending In 6812Revdex.com Complaint ID #11732721Dear Jospeh McCaleb:Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel and the Buckle credit card. We are here to answer your questions and assist with your concerns.Your correspondence states that you have thousands of dollars in charges on your Victoria’s Secret Angel account, and you have no resolution to an investigation. You further state, you have a Buckle account which has a $250.00 unauthorized charge. It is your request to dispute the charges.We reviewed your concerns and we want to share our findings with regard to the Victoria’s Secret Angel account. Our records indicate you already filed a fraud claim on the charges to the account ending in 3728, and fraud case number 20170216-112 was opened on February 2, 2017. Joy Tice was the investigator assigned to the case and completed the investigation. On April 6, 2017, you were found responsible for the charges. The balance of $2,391.58 was transferred to a new credit card, account number ending in 1997. A response letter, dated April 7, 2017, was mailed to you. Enclosed is a copy of the letter for your records. The Bank’s decision remains unchanged and the charges remain valid.With regard to the Buckle account, please be assured your concerns have been forwarded to our Account Protection (Fraud) Team, and fraud case number [redacted] was opened on June 2, 2017. Ambrosha W[redacted] is the investigator assigned to your case. The investigation may take up to 90 days to be completed, and you will be notified by mail of the outcome. The Buckle account has been closed to prevent any further charges.If you believe you have been a victim of identity theft, or there was an attempted identity theft using your identity, there are some steps we suggest you immediately consider taking if you have not done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditors to contact you before they open any new accounts or change your existing accounts. To do this, you can contact any one of the consumer reporting companies mentioned below.If you contact any one of them, the one you contact is required to notify the other two toplace an alert on their files as well.[redacted]
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[redacted]2. Identity theft is a crime. You can file a report with your local police or the police departmentin the community where the crime took place. Many police departments have a specialIdentity Theft Report, which is a police report with more than the usual amount of detail. Ifthe detailed Identity Theft Report is available, we recommend you obtain a copy in orderto protect your rights.3. You can go to the Federal Trade Commission website on identity theft:www.ftc.gov/idtheft. It contains additional information and will refer you to resources thatcould be helpful in dealing with your situation.I hope you found this information to be helpful. Should you have any additional questions orconcerns about the investigation, please contact our Account Protection Team at (800) 888-1726.Sincerely,Shawnda Y[redacted]Compliance Dept. – Consumer ResponsesEnclosurecc: Revdex.com
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Marathon [redacted] credit card. We are here to answer your questions and assist with your concerns. We understand that you closed and paid off...
your account and then received a statement with a fee assessed. As of your November billing statement, your account balance is $60.00. You feel you should not owe this amount, as the account was closed. You are requesting for the account to be closed and the balance brought to zero. After a review of your account, the September 2017 billing statement indicated a balance of $31.01 with a minimum amount of $30.00 due by October 7, 2017. The payment was received on October 10, 2017, in the amount of $31.01. Please keep in mind that when payments are not received, are made for less than the minimum required, or are received after the due date cut-off time, the account will be assessed a late fee, as explained in the Credit Card Agreement (CCA). As no further payment has been received since October 10, 2017, the account has been assessed an additional late fee according to the CCA. The current balance is $60.00 with a minimum payment of $36.00 due by December 7, 2017. As we have found no errors, we respectfully decline your request to adjust the balance on your account. Please be assured, the account was closed on October 23, 2017, per your request. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at [redacted]. Sincerely, Diamond [redacted]
Dear [redacted]We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Capital Bank issues Overstock.com credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your concerns.We understand from your complaint that you are requesting the application used to aquire credit services with Comenity Capital Bank, IP addresses in which the application originated from, all transaction records, where the trasactions were purchased, all addresses used including the IP addresses for the trasactions, and a copy of the Statement Of Fraud and Forgery (SOFF) sent in by you. I am happy to share my findings.Please be advised Comenity Capital Bank and Overstock.com are two sepperate entities. The Bank issues and is responsible for addressing questions related to the credit card account. Overstock.com is responsible for handling matters related to sales, merchandise processing, returns and shipping. For information regarding the purchase(s) made and address sent to, please contact Overstock.com directly at ###-###-####.I have included a copy of the application submitted to open the account, as well as copies of the billing statements and a copy of the SOFF sent in to our Account Protection team.IP addresses can only be provided to Law Enforcement, we encourage you to work with the officer assisting you with your case to obtain the IP address.If you have any additional questions or concerns, please contact the Account Protection team at ###-###-#### (TDD/TTY ###-###-####); and refer to case number [redacted]. The Fraud Investigator assigned to your case is [redacted].I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact the Fraud Investigator listed above. She would be happy to assist you.Sincerely,Kaija M[redacted]
We have
received the inquiry you sent to the Revdex.com(Revdex.com) regarding the
above-noted account. Your correspondence
was forwarded to
Comenity Bank (Bank).
Comenity Bank issues the Boston Store credit
card, and we are here to help answer your...
questions. I appreciate the opportunity to assist you
with your concerns.
We previously received and responded to your
correspondence submitted to Comenity Bank regarding this same matter. Please find enclosed a copy of our response
sent to you on January 15, 2016; in addition to, your billing
statements from June 2015 through January 2016, and the Credit Card Agreement.
Comenity Bank understands that customers may
experience difficulty making their payments due to unforeseen
circumstances. You may be eligible for
enrollment in our Customer Hardship Program.
This program provides customers with six to twelve months of special
terms in order to bring and keep the account current. If you are interested in obtaining
information on whether you qualify for this program, please contact a Payment
Solutions representative at (866) 489-1886.
We are happy to inform you that there are
other programs in place to assist you during this time. We suggest you contact a non-profit Consumer
Credit Counseling Service (CCCS) organization for further assistance. Their programs include lowering the interest
rate and the minimum payment requirement, preventing future late fees from
being assessed and would include all of your creditors. If you wish to obtain information regarding
their programs, and for a CCCS organization located near you, please contact
the National Foundation for Credit Counseling toll free at 1-800-[redacted].
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) 675-5685, ext. [redacted] (TDD/TTY(800) 695-1788). I will be happy
to assist you. ...⇄
Sincerely,
Dear Ms. [redacted] We received your additional complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you. Your complaint states that we did not answer your questions of why you are not receiving the billing statements that the email address listed in the previous response is an active email, and you prefer to receive the statements by mail and by email to ensure they are received. You want the Bank to make the corrections. As indicated in our previous response, your account is not enrolled in electronic statements. The monthly statements are being sent to the address listed at the top of this letter. Additionally, we are unable to send statements to you by email and by mail via the post office. You may want to contact the US Post Office to discuss why you are not receiving your mail, as our records reflect delivery confirmation. Enclosed are the past six months of statements that have been sent to you for your records. The account may still qualify for a Hardship Program or settlement. To take advantage of the programs that may be available to you by Comenity Bank, we urge you to call our Payment Solutions team, toll free, at ###-###-#### (TDD/TTY ###-###-####), or you may contact the consumer credit counseling agency, Money Management International (MMI) at ###-###-####, and speak to a credit counselor. As a lender, we are required to report factual information to the national credit bureaus. As no errors were found, we are unwilling to remove the fees or delinquencies from the Victoria’s Secret/PINK credit card account. We apologize for any inconvenience you have been caused, and we hope this information is helpful. Should you have any further questions or concerns, please contact our Payment Solutions team at the number provided. They will be happy to assist you. Sincerely,
[redacted] Consumer Relations Specialist
Comenity Bank has received your correspondence regarding the above-referenced account. ComenityBank issues the Victoria’s Secret Angel credit card accounts. We are here to answer your questions andassist with your concerns.Your complaint states that you have been a long time customer with Victoria’s...
Secret and you were recentlytold that your account was being placed on hold due to inactivity. You state that your account has not beeninactive. You further state that you had no choice but to have your credit reviewed; however, you weredeclined as a result of your credit rating. I understand you are requesting to have your credit reinstated anapology from the Bank, or at the very least your account balance wiped to zero, and an account closed ingood standing.I apologize for any confusion or frustration this may have caused you. I have reviewed the concerns notedin your correspondence and would like to provide you with the following information.Please be advised that when there have been significant changes to a customer’s credit bureau report oran account has been inactive for over a year, a status is added on to the account and a the customer’scredit bureau must be reviewed in order to reinstate the account. Based on the information on your creditbureau report, the Bank was unable to reinstate your account.Furthermore, we respectfully decline your request to bring your account balance to zero.I hope you found this information to be helpful. If you have any further questions or concerns, please feelfree to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]: Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card account. We are here to answer your questions and assist with your concerns. Your complaint states that you...
opened a Victoria’s Secret Angel account in 2012 and that the Bank closed your account without notifying you. You further state that there was a class action lawsuit against the Bank and you received a $20.00 gift card. Furthermore, you state that 5 years later, your account was reopened. In February or March 2017, you made a purchase and was aware that you would have a bill due soon. However, you did not receive a statement until May 2017. As a result of not receiving your statements, your account was charged late fees and your account was reported as delinquent to the credit bureau agencies. You are requesting that the late fees be removed and the delinquency be removed from your credit bureau report. We understand your concerns, and apologize for any frustration or inconvenience this may have caused you. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Bank records indicate that the Victoria’s Secret Angel account was opened on August 9, 2010, in the name of [redacted]. Please be advised that your account was never closed; however, in June 2016, the Bank did change the Victoria’s Secret Angel card number from a nine digit account number to a fifteen digit account number. Bank records further indicate that you are enrolled in paperless statements and notifications are sent to [redacted], which is the email address you provided on March 13, 2012. Notification is sent to the email you provided advising you of when a statement is ready to be viewed. Please be advised that on March 16, 2017, a statement was issued showing a balance of $44.77 with a minimum payment of $25.00 due by April 11, 2017. The Bank did not receive a payment; therefore, a late fee and finance charge were assessed to your account. Furthermore, on April 15, 2017, a statement was issued showing a balance of $142.41 with a minimum payment of $30.00 due by May 11, 2017. The Bank did not receive a payment; therefore, a late fee and finance charge were assessed to your account. On May 16, 2017, a statement was issued to you showing a balance of $179.08 with a minimum payment of $35.00 due by June 11, 2017. The Bank received a payment of $100.00 on May 22, 2017. Bank records further indicate that your account received a courtesy late fee credit of $15.00 on May 22, 2017, and is not eligible for an additional late fee credit. Comenity Bank has not found any errors on your account, and we are unwilling to waive any additional fees, as they are valid. Please be advised that we are only willing to remove or change information that our company incorrectly furnished to the credit-reporting agencies. We have found the information we reported is an accurate reflection of the payment history for your account. Therefore, this information will not be changed or removed from your credit bureau report. I hope you found this information to be helpful. If you have any further questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
[redacted] Compliance Dept. – Consumer Responses
Dear Mr. [redacted]: We received your complaint, addressed to theRevdex.com, regarding the account referenced above. Comenity Bank issues Pottery Barn credit cardaccounts, 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 your concerns regarding thebalance on your account. We furtherunderstand that you returned the purchases that were applied to your account. I apologize for any inconvenience this mattermay have caused you. We have contacted Pottery Barn on your behalfregarding the purchases for $25.00 and $35.37 that were made on October 18,2014. We have been advised that thepurchase for $25.00 was for a gift card that was purchased in store number **. The gift card was used in store number [redacted]for a purchase of $22.68. The remaining balanceon the gift card is $2.32. The purchase of $35.37 posted to the accountafter a $25.00 reward certificate and $2.76 gift card ending in [redacted] wasapplied the original purchase amount of $53.13. We were advised that Pottery Barn was unable to determine that thispurchase has been returned. If you haveproof of this return, please submit the documentation to the address listedabove. Our records indicate that no payments werereceived from December 2014 through April 2015. In accordance the Credit Card Agreement, late fees and finance chargeshave been assessed to your account. ComenityBank believes in reporting factual information to the national credit-reportingagencies. We have reviewed your accountand we find that the information reported is correct; as such, we are unwillingto remove any delinquencies. A payment of $66.00 was received on April 18,2015, and as of the date of this letter the account balance is $201.83. We hope this information is helpful. Should you have any other questions orconcerns regarding this account, please feel free to contact me at###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted]Consumer Relations Specialist
I am rejecting this response because:The very least you can do for me is approve me for a credit card under Comenity Bank. It is the only other way I will feel this is justified. Also, your employees on the phone never told me they would call me back. They told me to wait for a letter each time because they could not disclose my information or what was needed from me or the credit bureaus to move forward. Maybe if somebody from your company would have called me and let me know that there was an issue accessing my account--I could have contacted the credit bureaus myself and given permission as needed.
Regards,
[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Pier 1 Rewards credit card account. We are here to answer your questions and assist with your concerns. We understand from your...
complaint that the promotional plan ended and the account was assessed $63.00 in interest. You state the bill is due on the 13th of every month; however, the promotional balance was due by the 1st . You spoke with a supervisor who advised they would remove $30.00 of the interest charged, if the entire balance was paid. You state the Bank needs to credit the full interest amount of $63.00. I am happy to share my findings. Bank records indicate the account was opened August 29, 2016. Use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement, indicates acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Our records further indicate on August 29, 2016, a transaction in the amount of $555.30 posted to your account and was placed on an six-month deferred interest, payment required plan that expired on March 1, 2017. For purchases on this plan, the customer is required to make payments on the promotional plan balance based on the standard repayment terms for their account. Interest is accrued (calculated, but not added to the balance), and if the promotional balance is not paid in full by the plan end date, the accrued finance charges, which were calculated from the date of the original purchase, will be added to the deferred balance, and this balance will be moved to the customer’s revolving balance. Please be advised that information regarding your promotional plan appeared on your monthly billing statements under the heading, “details of your plans”. Please be advised that a billing statement was issued February 15, 2017, with a balance of $280.97 and a minimum payment of $27.00 due by March 13, 2017. Under the “details of your plans” section of your statement, it stated that the promotional balance of $227.30 needed to be paid in full by March 1, 2017, to avoid paying accrued interest charges. . As a result of the promotional balance not being paid in full by the plan expiration date, the accrued interest of $61.38 was assessed to your account on March 18, 2017, and the remaining promotional balance of $163.30 was moved to revolving, which is subject to normal monthly finance charges. On March 21, 2017, your payment of $243.65 was received. On March 23, 2017, a $30.00 credit was issued to the balance for a portion of the previously assessed finance charge, per your conversation with the supervisor. As there was no Bank error, we find the finance charge valid. We are unwilling to credit the remaining finance charge assessed. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Kaija M[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accounts. Comenity Bank issues the Victoria’s Secret Angel and Wayfair Card credit card accounts. We are here to answer your questions and assist with your concerns. We...
understand from your correspondence that you applied for a Victoria’s Secret Angel and a Wayfair Card account and you were approved. However, you later received a letter from the Bank asking for documentation, which you sent. After receipt of your documentation, your accounts were closed, and you were advised the accounts could not be reopened. You are requesting that the accounts be reopened. We understand your concerns and apologize for any frustration or inconvenience this matter may have caused you. Bank records indicate that based on the information you provided, the accounts were permanently closed. We regret that we are unable to reopen your accounts; however, you may reapply. I hope you found this information to be helpful. Should you have any additional questions or concerns about the accounts, please contact our Account Protection Team at ###-###-####. Sincerely, Jenny W[redacted]
Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding the above referenced accounts. Comenity Capital Bank issues HSN, Home & Garden Showplace, and Grand Rental Station credit card accounts, and we are here to help answer your account-related...
questions. I appreciate the opportunity to assist you with your concerns.We understand from your correspondence that you provided documentation to the Bank; however, you were advised by a representative from our Account Protection team that we had not received those documents. Furthermore, you are requesting that all your accounts be restored. Additionally, you state we have your permission to discuss the accounts with your son, Brian Selzer. I understand your concerns and I apologize for any frustration or inconvenience this matter may have caused you.Please be assured we have notated the accounts that we may speak with your son, [redacted] regarding the accounts.After reviewing your accounts, our records indicate that we would need to verify additional information before we can reopen all of your accounts, please contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you.I hope you find this information to be helpful. Should you have any additional questions or concerns, please contact Account Protection.Sincerely,Jenny W[redacted]
Dear [redacted] We have received your complaint regarding a Comenity Bank credit card account. Comenity Bank issues multiple retail credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your...
concerns. We understand from your complaint that you placed an order with Bath and Body Works and were charged twice for your order. You are requesting a refund for the duplicate charge. I understand your concerns and I apologize for any frustration or inconvenience this matter may have caused you. Please be advised that we have attempted to locate an account in your name with the information provided; however, we are unable to locate the account you are referring to. To locate an account, we would need additional information. Please provide the following: ? Complete Account Number ? Any Previous Names ? Any Previous Addresses ? Home Telephone Number ? Social Security number This information can be mailed to the address listed above or faxed to my attention at ###-###-####. I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Jenny W[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns. Your correspondence indicates you did...
not intend to apply for a Victoria’s Secret Angel credit card account but an account was opened in your name. We apologize for any frustration or inconvenience this matter may have caused you. The account was opened via retail quick credit on March 16, 2017. Please note when an application is processed, an applicant is required to provide personal information such as date of birth, Social Security number, etc., to open an account. On March 16, 2017, a purchase for $66.85 was charged to this credit card account. As of the date of this letter, the balance is zero. Since your correspondence states you did not intend to apply for this credit card account, the account was closed and notification was sent to the credit reporting agencies to delete the account and the inquiry associated with this account from your files. This update should appear on your credit file within the next 45 calendar days. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at [redacted]. ...⇄ Sincerely, Kaija M[redacted] Compliance Dept. – Consumer Responses
Comenity Bank has received your correspondence regarding the
above-referenced account.
Comenity Bank issues the avenue®
credit card. We are here to answer your questions and assist with your
concerns....
We understand from your complaint that you
opened an avenue® credit card to
receive a discount on a purchase. The
mailing address was incorrect and you did not receive your billing statements,
therefore the balance was assessed late fees.
When you received the billing statement you paid the balance in full and
a late fee, however the balance was assessed additional late fees. You request the balance be zero and for your
credit report to be updated in regards to this matter. I am happy to share my findings.
Please keep in mind that when payments are not received, are
received after the due date, or are made for less than the minimum required,
the account will be assessed a late fee, as explained in the Credit Card
Agreement.
Bank records indicate that you spoke with the
Bank on August 23, 2016, regarding the billing statements you did not receive
that were issued on June 20, 2016, July 21, 2016 and August 21, 2016. On this call, the late fees previously
assessed were waived in the amount of $59.00, and your billing address was
updated. In addition to, the payment
history was updated due to you not receiving the billing statements.
The billing statement issued September 20,
2016, included the charge for $18.00 for the magazine and the remaining finance
charges and Account Assure fees. The
balance on this statement was $32.40, with a minimum due payment of $27.00 due
by October 16, 2016. On September 26,
2016, there was a charge for an
additional magazine of $66.00. Once you
cancelled the magazine charges with avenue®,
you received credits of $84.00. The
billing statement issued October 21, 2016, had a balance and minimum due
payment of $14.40 due by November 16, 2016.
A payment of $14.14 was received, because the payment did not meet the
minimum payment required a late fee was assessed. An additional statement was issued November
20, 2016 with a balance and minimum payment of $14.66 due by December 16, 2016.
No payment was made and a late fee was assessed. A statement was issued December 21, 2016,
with a balance of $30.32.
Please be advised in the interest of customer
service we have credited the account for the $30.32 in Bank fees. Additionally, no negative payment information
reported to the credit bureaus, as a result of this matter.
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,
Kajia M[redacted]
Although your offices continuously fail to acknowledge that Comenity Bank/Lane Bryant is in the wrong for the way that they have treated me, yes complaints have already been established with the agenciesthat you recommended. The company is clearly trying to cover its basis because of their wrong doing.I realize that your offices do not have all of the documents that clarify my complaint against them BUTthey do and their poor attempt to keep your offices at bay shows this-which justifies my concerns to theyour State Attorney General's office.
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Capital Bank issues Haband credit card accounts, and we arehere to assist you with all account-related questions or concerns. I appreciate the opportunity torespond to...
your concerns.We understand from your complaint that you are concerned about your minimum due, andwould like a lower payment amount.Please be advised that the Haband account was opened on December 1, 2013. The lastpurchase of $43.90 was made on November 29. 2014, and the last payment of $50.00 wasreceived on August 3. 2015.Our records indicate on August 4, 2015, we received your dispute, advising us you would onlybe able to pay $50.00 a month. We sent a response on August 6, 2015, stating we haveseveral payment programs, and to contact our collections department for more details. A copyof this response is included for your records.It is important to understand how the minimum payments are calculated. Under the minimumpayment section of your Credit Card Agreement, it states, "The Minimum Payment will be thetotal of the minimum payments for the Regular Revolving and Promotional Credit Plans plus anypast due amounts and fees. The minimum payments for the Regular Revolving Credit Plan andPromotional Credit Plans will be the greater of: (a) $5.00 or (b) 5% of the New Balance shownon your Statement for that Credit Plan".Please keep in mind when payments are not received, are received afler the due date, or aremade for less than the minimum required, the account will be assessed a late fee and financecharge, as explained in the Credit Card Agreement.The Bank understands that customers may experience difficulty making their payments due toeconomic factors. You may be eligible for enrollment in our Customer Hardship Program. Thisprogram provides customers with six to twelve months of special terms in order to bring andkeep the account current. If you are interested in obtaining information on whether you qualifyfor this program, please call ###-###-####.Also, customers who are experiencing financial difficulties are urged to contact a non-profitConsumer Credit Counseling Service (CCCS), organization for assistance. Their programs canprovide options such as reducing the interest rate and the minimum payment requirement, andcould include all of your creditors. Comenity Capital Bank supports and participates in theprograms provided by CCCS agencies. Should you wish to obtain information regarding theirprograms and for a member agency located near you, please contact the National Foundationfor Credit Counseling at ###-###-####.The Bank has reviewed the issues in your complaint, as well as the applicable phoneconversations. We apologize if you felt that you did not receive the best customer service. It isnever the Bank's intention to treat our customers in a less-than-satisfactory manner. CornenityCapital Bank is committed to providing the best customer service and is disappointed when acustomer feels that this standard was not met.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Amanda R[redacted]
Dear Rose Wilson: We recently received your complaint, addressed to the Revdex.com regarding the above-referenced account. Comenity Bank issues Express credit accounts, and we respond to all account-related inquiries. The complaint was forwarded to my attention, and I...
appreciate the opportunity to address your concerns. I understand that you did not apply for an Express credit card account, and apologize for any frustration or inconvenience you may have experienced regarding this situation. Our records indicate on April 19, 2015, an application was submitted and was approved with a credit limit of $1,000.00. An applicant is required to provide personal information such as date of birth, Social Security number, etc. to open an account when the application is processed. Please understand that Comenity Bank would have no way of knowing that someone was using your personal information. Our records further indicate that that the Bank previously responded to this complaint on July 6, 2015. Please complete the Statement of Fraud and Forgery and return it to our Account Protection Team. Should you have any further questions or concerns about the account, please contact our Account Protection Team at ###-###-####. They would be happy to assist you. Sincerely, Jenny W[redacted] [redacted]
I am rejecting this response because:On June 8th 2017 I made a payment on time,actually before it was even due and for more than the minimum amount as I have been doing every month for a couple yearsI received the confirmation that payment was made on June 8th when I made it as I get every time I make a paymentTHEN On June 28th 2017 Comenity sent an email that I was past due and being confused by this, twenty days later than I made a payment, I logged into my account to find a returned payment and returned fees, 20 days later and 2 weeks past my next July due date and of course with more late fees. My statements clearly show that on June 15th Comenity says it was returned. Repeat June 15th. I sent in my complete bank statement from 5/31 to 6/30 which clearly shows on the 1st page alone ALL the transactions for the month with no returned transactions.Being that was not sufficient and more conflicting information with many more calls I was told to send in a letter from my bank on letterhead to show there was nothing returnedby youI then went to the bank for a second time then paid to fax this information for a second time. This letter from the bank should be sufficient enough for you, there is no arguing this fact strait from the banking institution, PERIODYour last letter to me was as vague stating that I already contacted you on this matter when actually it was a second correspondence from my bank as you request the first time and I still get nothing from you in regards to this bank letter. This is why I contacted Revdex.comNow you take the time to respond to Revdex.com with real time explanation. Comenity is making it ridiculously hard and frustrating to solve any problems in hopes that consumers will just give up and I am beyond unhappy with your unfair billing practices whereby statements are sent days later than the due date causing not only myself but thousand of their consumers late feesI have been unsettled and gone out of my way long enough to prove nothing was returned from you I was a good consumer until this stated in JuneYou have a letter from the bank showing this fact, If that would be sufficient in a court of law as proof that nothing was returned there is n more reason to make me go through more hassle. Whatever error that happened on your end should be taken care of on your end, not made for me to pay the price financially and on my credit as late payments.You have your proof, please correct your errors to my statement, finance charges, late fees, returned fees and correct my credit reportBeyond frustrated for ever using your card. and never will again[redacted] Your "we appreciate your business" motto on your letters needs to change
Regards,
[redacted]
June 6, 2017Joseph K. McCaleb72 Field Crest DriveFranklin, OH 45005-4568RE: Victoria’s Secret Angel Credit Card Account Ending In 3728Victoria’s Secret Angel Credit Card Account Ending In 1997Buckle Credit Card Account Ending In 6812Revdex.com Complaint ID #11732721Dear Jospeh McCaleb:Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel and the Buckle credit card. We are here to answer your questions and assist with your concerns.Your correspondence states that you have thousands of dollars in charges on your Victoria’s Secret Angel account, and you have no resolution to an investigation. You further state, you have a Buckle account which has a $250.00 unauthorized charge. It is your request to dispute the charges.We reviewed your concerns and we want to share our findings with regard to the Victoria’s Secret Angel account. Our records indicate you already filed a fraud claim on the charges to the account ending in 3728, and fraud case number 20170216-112 was opened on February 2, 2017. Joy Tice was the investigator assigned to the case and completed the investigation. On April 6, 2017, you were found responsible for the charges. The balance of $2,391.58 was transferred to a new credit card, account number ending in 1997. A response letter, dated April 7, 2017, was mailed to you. Enclosed is a copy of the letter for your records. The Bank’s decision remains unchanged and the charges remain valid.With regard to the Buckle account, please be assured your concerns have been forwarded to our Account Protection (Fraud) Team, and fraud case number [redacted] was opened on June 2, 2017. Ambrosha W[redacted] is the investigator assigned to your case. The investigation may take up to 90 days to be completed, and you will be notified by mail of the outcome. The Buckle account has been closed to prevent any further charges.If you believe you have been a victim of identity theft, or there was an attempted identity theft using your identity, there are some steps we suggest you immediately consider taking if you have not done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditors to contact you before they open any new accounts or change your existing accounts. To do this, you can contact any one of the consumer reporting companies mentioned below.If you contact any one of them, the one you contact is required to notify the other two toplace an alert on their files as well.[redacted]
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[redacted]2. Identity theft is a crime. You can file a report with your local police or the police departmentin the community where the crime took place. Many police departments have a specialIdentity Theft Report, which is a police report with more than the usual amount of detail. Ifthe detailed Identity Theft Report is available, we recommend you obtain a copy in orderto protect your rights.3. You can go to the Federal Trade Commission website on identity theft:www.ftc.gov/idtheft. It contains additional information and will refer you to resources thatcould be helpful in dealing with your situation.I hope you found this information to be helpful. Should you have any additional questions orconcerns about the investigation, please contact our Account Protection Team at (800) 888-1726.Sincerely,Shawnda Y[redacted]Compliance Dept. – Consumer ResponsesEnclosurecc: Revdex.com
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Marathon [redacted] credit card. We are here to answer your questions and assist with your concerns. We understand that you closed and paid off...
your account and then received a statement with a fee assessed. As of your November billing statement, your account balance is $60.00. You feel you should not owe this amount, as the account was closed. You are requesting for the account to be closed and the balance brought to zero. After a review of your account, the September 2017 billing statement indicated a balance of $31.01 with a minimum amount of $30.00 due by October 7, 2017. The payment was received on October 10, 2017, in the amount of $31.01. Please keep in mind that when payments are not received, are made for less than the minimum required, or are received after the due date cut-off time, the account will be assessed a late fee, as explained in the Credit Card Agreement (CCA). As no further payment has been received since October 10, 2017, the account has been assessed an additional late fee according to the CCA. The current balance is $60.00 with a minimum payment of $36.00 due by December 7, 2017. As we have found no errors, we respectfully decline your request to adjust the balance on your account. Please be assured, the account was closed on October 23, 2017, per your request. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at [redacted]. Sincerely, Diamond [redacted]
Dear [redacted]We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Capital Bank issues Overstock.com credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your concerns.We understand from your complaint that you are requesting the application used to aquire credit services with Comenity Capital Bank, IP addresses in which the application originated from, all transaction records, where the trasactions were purchased, all addresses used including the IP addresses for the trasactions, and a copy of the Statement Of Fraud and Forgery (SOFF) sent in by you. I am happy to share my findings.Please be advised Comenity Capital Bank and Overstock.com are two sepperate entities. The Bank issues and is responsible for addressing questions related to the credit card account. Overstock.com is responsible for handling matters related to sales, merchandise processing, returns and shipping. For information regarding the purchase(s) made and address sent to, please contact Overstock.com directly at ###-###-####.I have included a copy of the application submitted to open the account, as well as copies of the billing statements and a copy of the SOFF sent in to our Account Protection team.IP addresses can only be provided to Law Enforcement, we encourage you to work with the officer assisting you with your case to obtain the IP address.If you have any additional questions or concerns, please contact the Account Protection team at ###-###-#### (TDD/TTY ###-###-####); and refer to case number [redacted]. The Fraud Investigator assigned to your case is [redacted].I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact the Fraud Investigator listed above. She would be happy to assist you.Sincerely,Kaija M[redacted]
We have
received the inquiry you sent to the Revdex.com(Revdex.com) regarding the
above-noted account. Your correspondence
was forwarded to
Comenity Bank (Bank).
Comenity Bank issues the Boston Store credit
card, and we are here to help answer your...
questions. I appreciate the opportunity to assist you
with your concerns.
We previously received and responded to your
correspondence submitted to Comenity Bank regarding this same matter. Please find enclosed a copy of our response
sent to you on January 15, 2016; in addition to, your billing
statements from June 2015 through January 2016, and the Credit Card Agreement.
Comenity Bank understands that customers may
experience difficulty making their payments due to unforeseen
circumstances. You may be eligible for
enrollment in our Customer Hardship Program.
This program provides customers with six to twelve months of special
terms in order to bring and keep the account current. If you are interested in obtaining
information on whether you qualify for this program, please contact a Payment
Solutions representative at (866) 489-1886.
We are happy to inform you that there are
other programs in place to assist you during this time. We suggest you contact a non-profit Consumer
Credit Counseling Service (CCCS) organization for further assistance. Their programs include lowering the interest
rate and the minimum payment requirement, preventing future late fees from
being assessed and would include all of your creditors. If you wish to obtain information regarding
their programs, and for a CCCS organization located near you, please contact
the National Foundation for Credit Counseling toll free at 1-800-[redacted].
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) 675-5685, ext. [redacted] (TDD/TTY(800) 695-1788). I will be happy
to assist you.
...⇄
Sincerely,
Jack C[redacted]
Consumer Relations Specialist
cc: Revdex.com
Dear Ms. [redacted] We received your additional complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you. Your complaint states that we did not answer your questions of why you are not receiving the billing statements that the email address listed in the previous response is an active email, and you prefer to receive the statements by mail and by email to ensure they are received. You want the Bank to make the corrections. As indicated in our previous response, your account is not enrolled in electronic statements. The monthly statements are being sent to the address listed at the top of this letter. Additionally, we are unable to send statements to you by email and by mail via the post office. You may want to contact the US Post Office to discuss why you are not receiving your mail, as our records reflect delivery confirmation. Enclosed are the past six months of statements that have been sent to you for your records. The account may still qualify for a Hardship Program or settlement. To take advantage of the programs that may be available to you by Comenity Bank, we urge you to call our Payment Solutions team, toll free, at ###-###-#### (TDD/TTY ###-###-####), or you may contact the consumer credit counseling agency, Money Management International (MMI) at ###-###-####, and speak to a credit counselor. As a lender, we are required to report factual information to the national credit bureaus. As no errors were found, we are unwilling to remove the fees or delinquencies from the Victoria’s Secret/PINK credit card account. We apologize for any inconvenience you have been caused, and we hope this information is helpful. Should you have any further questions or concerns, please contact our Payment Solutions team at the number provided. They will be happy to assist you. Sincerely,
[redacted] Consumer Relations Specialist
Comenity Bank has received your correspondence regarding the above-referenced account. ComenityBank issues the Victoria’s Secret Angel credit card accounts. We are here to answer your questions andassist with your concerns.Your complaint states that you have been a long time customer with Victoria’s...
Secret and you were recentlytold that your account was being placed on hold due to inactivity. You state that your account has not beeninactive. You further state that you had no choice but to have your credit reviewed; however, you weredeclined as a result of your credit rating. I understand you are requesting to have your credit reinstated anapology from the Bank, or at the very least your account balance wiped to zero, and an account closed ingood standing.I apologize for any confusion or frustration this may have caused you. I have reviewed the concerns notedin your correspondence and would like to provide you with the following information.Please be advised that when there have been significant changes to a customer’s credit bureau report oran account has been inactive for over a year, a status is added on to the account and a the customer’scredit bureau must be reviewed in order to reinstate the account. Based on the information on your creditbureau report, the Bank was unable to reinstate your account.Furthermore, we respectfully decline your request to bring your account balance to zero.I hope you found this information to be helpful. If you have any further questions or concerns, please feelfree to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]: Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card account. We are here to answer your questions and assist with your concerns. Your complaint states that you...
opened a Victoria’s Secret Angel account in 2012 and that the Bank closed your account without notifying you. You further state that there was a class action lawsuit against the Bank and you received a $20.00 gift card. Furthermore, you state that 5 years later, your account was reopened. In February or March 2017, you made a purchase and was aware that you would have a bill due soon. However, you did not receive a statement until May 2017. As a result of not receiving your statements, your account was charged late fees and your account was reported as delinquent to the credit bureau agencies. You are requesting that the late fees be removed and the delinquency be removed from your credit bureau report. We understand your concerns, and apologize for any frustration or inconvenience this may have caused you. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Bank records indicate that the Victoria’s Secret Angel account was opened on August 9, 2010, in the name of [redacted]. Please be advised that your account was never closed; however, in June 2016, the Bank did change the Victoria’s Secret Angel card number from a nine digit account number to a fifteen digit account number. Bank records further indicate that you are enrolled in paperless statements and notifications are sent to [redacted], which is the email address you provided on March 13, 2012. Notification is sent to the email you provided advising you of when a statement is ready to be viewed. Please be advised that on March 16, 2017, a statement was issued showing a balance of $44.77 with a minimum payment of $25.00 due by April 11, 2017. The Bank did not receive a payment; therefore, a late fee and finance charge were assessed to your account. Furthermore, on April 15, 2017, a statement was issued showing a balance of $142.41 with a minimum payment of $30.00 due by May 11, 2017. The Bank did not receive a payment; therefore, a late fee and finance charge were assessed to your account. On May 16, 2017, a statement was issued to you showing a balance of $179.08 with a minimum payment of $35.00 due by June 11, 2017. The Bank received a payment of $100.00 on May 22, 2017. Bank records further indicate that your account received a courtesy late fee credit of $15.00 on May 22, 2017, and is not eligible for an additional late fee credit. Comenity Bank has not found any errors on your account, and we are unwilling to waive any additional fees, as they are valid. Please be advised that we are only willing to remove or change information that our company incorrectly furnished to the credit-reporting agencies. We have found the information we reported is an accurate reflection of the payment history for your account. Therefore, this information will not be changed or removed from your credit bureau report. I hope you found this information to be helpful. If you have any further questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
[redacted] Compliance Dept. – Consumer Responses
Dear Mr. [redacted]: We received your complaint, addressed to theRevdex.com, regarding the account referenced above. Comenity Bank issues Pottery Barn credit cardaccounts, 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 your concerns regarding thebalance on your account. We furtherunderstand that you returned the purchases that were applied to your account. I apologize for any inconvenience this mattermay have caused you. We have contacted Pottery Barn on your behalfregarding the purchases for $25.00 and $35.37 that were made on October 18,2014. We have been advised that thepurchase for $25.00 was for a gift card that was purchased in store number **. The gift card was used in store number [redacted]for a purchase of $22.68. The remaining balanceon the gift card is $2.32. The purchase of $35.37 posted to the accountafter a $25.00 reward certificate and $2.76 gift card ending in [redacted] wasapplied the original purchase amount of $53.13. We were advised that Pottery Barn was unable to determine that thispurchase has been returned. If you haveproof of this return, please submit the documentation to the address listedabove. Our records indicate that no payments werereceived from December 2014 through April 2015. In accordance the Credit Card Agreement, late fees and finance chargeshave been assessed to your account. ComenityBank believes in reporting factual information to the national credit-reportingagencies. We have reviewed your accountand we find that the information reported is correct; as such, we are unwillingto remove any delinquencies. A payment of $66.00 was received on April 18,2015, and as of the date of this letter the account balance is $201.83. We hope this information is helpful. Should you have any other questions orconcerns regarding this account, please feel free to contact me at###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted]Consumer Relations Specialist
I am rejecting this response because:The very least you can do for me is approve me for a credit card under Comenity Bank. It is the only other way I will feel this is justified. Also, your employees on the phone never told me they would call me back. They told me to wait for a letter each time because they could not disclose my information or what was needed from me or the credit bureaus to move forward. Maybe if somebody from your company would have called me and let me know that there was an issue accessing my account--I could have contacted the credit bureaus myself and given permission as needed.
Regards,
[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Pier 1 Rewards credit card account. We are here to answer your questions and assist with your concerns. We understand from your...
complaint that the promotional plan ended and the account was assessed $63.00 in interest. You state the bill is due on the 13th of every month; however, the promotional balance was due by the 1st . You spoke with a supervisor who advised they would remove $30.00 of the interest charged, if the entire balance was paid. You state the Bank needs to credit the full interest amount of $63.00. I am happy to share my findings. Bank records indicate the account was opened August 29, 2016. Use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement, indicates acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Our records further indicate on August 29, 2016, a transaction in the amount of $555.30 posted to your account and was placed on an six-month deferred interest, payment required plan that expired on March 1, 2017. For purchases on this plan, the customer is required to make payments on the promotional plan balance based on the standard repayment terms for their account. Interest is accrued (calculated, but not added to the balance), and if the promotional balance is not paid in full by the plan end date, the accrued finance charges, which were calculated from the date of the original purchase, will be added to the deferred balance, and this balance will be moved to the customer’s revolving balance. Please be advised that information regarding your promotional plan appeared on your monthly billing statements under the heading, “details of your plans”. Please be advised that a billing statement was issued February 15, 2017, with a balance of $280.97 and a minimum payment of $27.00 due by March 13, 2017. Under the “details of your plans” section of your statement, it stated that the promotional balance of $227.30 needed to be paid in full by March 1, 2017, to avoid paying accrued interest charges. . As a result of the promotional balance not being paid in full by the plan expiration date, the accrued interest of $61.38 was assessed to your account on March 18, 2017, and the remaining promotional balance of $163.30 was moved to revolving, which is subject to normal monthly finance charges. On March 21, 2017, your payment of $243.65 was received. On March 23, 2017, a $30.00 credit was issued to the balance for a portion of the previously assessed finance charge, per your conversation with the supervisor. As there was no Bank error, we find the finance charge valid. We are unwilling to credit the remaining finance charge assessed. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Kaija M[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accounts. Comenity Bank issues the Victoria’s Secret Angel and Wayfair Card credit card accounts. We are here to answer your questions and assist with your concerns. We...
understand from your correspondence that you applied for a Victoria’s Secret Angel and a Wayfair Card account and you were approved. However, you later received a letter from the Bank asking for documentation, which you sent. After receipt of your documentation, your accounts were closed, and you were advised the accounts could not be reopened. You are requesting that the accounts be reopened. We understand your concerns and apologize for any frustration or inconvenience this matter may have caused you. Bank records indicate that based on the information you provided, the accounts were permanently closed. We regret that we are unable to reopen your accounts; however, you may reapply. I hope you found this information to be helpful. Should you have any additional questions or concerns about the accounts, please contact our Account Protection Team at ###-###-####. Sincerely, Jenny W[redacted]
Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding the above referenced accounts. Comenity Capital Bank issues HSN, Home & Garden Showplace, and Grand Rental Station credit card accounts, and we are here to help answer your account-related...
questions. I appreciate the opportunity to assist you with your concerns.We understand from your correspondence that you provided documentation to the Bank; however, you were advised by a representative from our Account Protection team that we had not received those documents. Furthermore, you are requesting that all your accounts be restored. Additionally, you state we have your permission to discuss the accounts with your son, Brian Selzer. I understand your concerns and I apologize for any frustration or inconvenience this matter may have caused you.Please be assured we have notated the accounts that we may speak with your son, [redacted] regarding the accounts.After reviewing your accounts, our records indicate that we would need to verify additional information before we can reopen all of your accounts, please contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you.I hope you find this information to be helpful. Should you have any additional questions or concerns, please contact Account Protection.Sincerely,Jenny W[redacted]
Dear [redacted] We have received your complaint regarding a Comenity Bank credit card account. Comenity Bank issues multiple retail credit card accounts, and we are here to help answer your account-related questions. I appreciate the opportunity to assist you with your...
concerns. We understand from your complaint that you placed an order with Bath and Body Works and were charged twice for your order. You are requesting a refund for the duplicate charge. I understand your concerns and I apologize for any frustration or inconvenience this matter may have caused you. Please be advised that we have attempted to locate an account in your name with the information provided; however, we are unable to locate the account you are referring to. To locate an account, we would need additional information. Please provide the following: ? Complete Account Number ? Any Previous Names ? Any Previous Addresses ? Home Telephone Number ? Social Security number This information can be mailed to the address listed above or faxed to my attention at ###-###-####. I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Jenny W[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns. Your correspondence indicates you did...
not intend to apply for a Victoria’s Secret Angel credit card account but an account was opened in your name. We apologize for any frustration or inconvenience this matter may have caused you. The account was opened via retail quick credit on March 16, 2017. Please note when an application is processed, an applicant is required to provide personal information such as date of birth, Social Security number, etc., to open an account. On March 16, 2017, a purchase for $66.85 was charged to this credit card account. As of the date of this letter, the balance is zero. Since your correspondence states you did not intend to apply for this credit card account, the account was closed and notification was sent to the credit reporting agencies to delete the account and the inquiry associated with this account from your files. This update should appear on your credit file within the next 45 calendar days. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at [redacted]. ...⇄ Sincerely, Kaija M[redacted] Compliance Dept. – Consumer Responses
Dear [redacted]
Comenity Bank has received your correspondence regarding the
above-referenced account.
Comenity Bank issues the avenue®
credit card. We are here to answer your questions and assist with your
concerns....
We understand from your complaint that you
opened an avenue® credit card to
receive a discount on a purchase. The
mailing address was incorrect and you did not receive your billing statements,
therefore the balance was assessed late fees.
When you received the billing statement you paid the balance in full and
a late fee, however the balance was assessed additional late fees. You request the balance be zero and for your
credit report to be updated in regards to this matter. I am happy to share my findings.
Please keep in mind that when payments are not received, are
received after the due date, or are made for less than the minimum required,
the account will be assessed a late fee, as explained in the Credit Card
Agreement.
Bank records indicate that you spoke with the
Bank on August 23, 2016, regarding the billing statements you did not receive
that were issued on June 20, 2016, July 21, 2016 and August 21, 2016. On this call, the late fees previously
assessed were waived in the amount of $59.00, and your billing address was
updated. In addition to, the payment
history was updated due to you not receiving the billing statements.
The billing statement issued September 20,
2016, included the charge for $18.00 for the magazine and the remaining finance
charges and Account Assure fees. The
balance on this statement was $32.40, with a minimum due payment of $27.00 due
by October 16, 2016. On September 26,
2016, there was a charge for an
additional magazine of $66.00. Once you
cancelled the magazine charges with avenue®,
you received credits of $84.00. The
billing statement issued October 21, 2016, had a balance and minimum due
payment of $14.40 due by November 16, 2016.
A payment of $14.14 was received, because the payment did not meet the
minimum payment required a late fee was assessed. An additional statement was issued November
20, 2016 with a balance and minimum payment of $14.66 due by December 16, 2016.
No payment was made and a late fee was assessed. A statement was issued December 21, 2016,
with a balance of $30.32.
Please be advised in the interest of customer
service we have credited the account for the $30.32 in Bank fees. Additionally, no negative payment information
reported to the credit bureaus, as a result of this matter.
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,
Kajia M[redacted]
Although your offices continuously fail to acknowledge that Comenity Bank/Lane Bryant is in the wrong for the way that they have treated me, yes complaints have already been established with the agenciesthat you recommended. The company is clearly trying to cover its basis because of their wrong doing.I realize that your offices do not have all of the documents that clarify my complaint against them BUTthey do and their poor attempt to keep your offices at bay shows this-which justifies my concerns to theyour State Attorney General's office.
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Capital Bank issues Haband credit card accounts, and we arehere to assist you with all account-related questions or concerns. I appreciate the opportunity torespond to...
your concerns.We understand from your complaint that you are concerned about your minimum due, andwould like a lower payment amount.Please be advised that the Haband account was opened on December 1, 2013. The lastpurchase of $43.90 was made on November 29. 2014, and the last payment of $50.00 wasreceived on August 3. 2015.Our records indicate on August 4, 2015, we received your dispute, advising us you would onlybe able to pay $50.00 a month. We sent a response on August 6, 2015, stating we haveseveral payment programs, and to contact our collections department for more details. A copyof this response is included for your records.It is important to understand how the minimum payments are calculated. Under the minimumpayment section of your Credit Card Agreement, it states, "The Minimum Payment will be thetotal of the minimum payments for the Regular Revolving and Promotional Credit Plans plus anypast due amounts and fees. The minimum payments for the Regular Revolving Credit Plan andPromotional Credit Plans will be the greater of: (a) $5.00 or (b) 5% of the New Balance shownon your Statement for that Credit Plan".Please keep in mind when payments are not received, are received afler the due date, or aremade for less than the minimum required, the account will be assessed a late fee and financecharge, as explained in the Credit Card Agreement.The Bank understands that customers may experience difficulty making their payments due toeconomic factors. You may be eligible for enrollment in our Customer Hardship Program. Thisprogram provides customers with six to twelve months of special terms in order to bring andkeep the account current. If you are interested in obtaining information on whether you qualifyfor this program, please call ###-###-####.Also, customers who are experiencing financial difficulties are urged to contact a non-profitConsumer Credit Counseling Service (CCCS), organization for assistance. Their programs canprovide options such as reducing the interest rate and the minimum payment requirement, andcould include all of your creditors. Comenity Capital Bank supports and participates in theprograms provided by CCCS agencies. Should you wish to obtain information regarding theirprograms and for a member agency located near you, please contact the National Foundationfor Credit Counseling at ###-###-####.The Bank has reviewed the issues in your complaint, as well as the applicable phoneconversations. We apologize if you felt that you did not receive the best customer service. It isnever the Bank's intention to treat our customers in a less-than-satisfactory manner. CornenityCapital Bank is committed to providing the best customer service and is disappointed when acustomer feels that this standard was not met.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Amanda R[redacted]
Dear Rose Wilson: We recently received your complaint, addressed to the Revdex.com regarding the above-referenced account. Comenity Bank issues Express credit accounts, and we respond to all account-related inquiries. The complaint was forwarded to my attention, and I...
appreciate the opportunity to address your concerns. I understand that you did not apply for an Express credit card account, and apologize for any frustration or inconvenience you may have experienced regarding this situation. Our records indicate on April 19, 2015, an application was submitted and was approved with a credit limit of $1,000.00. An applicant is required to provide personal information such as date of birth, Social Security number, etc. to open an account when the application is processed. Please understand that Comenity Bank would have no way of knowing that someone was using your personal information. Our records further indicate that that the Bank previously responded to this complaint on July 6, 2015. Please complete the Statement of Fraud and Forgery and return it to our Account Protection Team. Should you have any further questions or concerns about the account, please contact our Account Protection Team at ###-###-####. They would be happy to assist you. Sincerely, Jenny W[redacted] [redacted]
I am rejecting this response because:On June 8th 2017 I made a payment on time,actually before it was even due and for more than the minimum amount as I have been doing every month for a couple yearsI received the confirmation that payment was made on June 8th when I made it as I get every time I make a paymentTHEN On June 28th 2017 Comenity sent an email that I was past due and being confused by this, twenty days later than I made a payment, I logged into my account to find a returned payment and returned fees, 20 days later and 2 weeks past my next July due date and of course with more late fees. My statements clearly show that on June 15th Comenity says it was returned. Repeat June 15th. I sent in my complete bank statement from 5/31 to 6/30 which clearly shows on the 1st page alone ALL the transactions for the month with no returned transactions.Being that was not sufficient and more conflicting information with many more calls I was told to send in a letter from my bank on letterhead to show there was nothing returnedby youI then went to the bank for a second time then paid to fax this information for a second time. This letter from the bank should be sufficient enough for you, there is no arguing this fact strait from the banking institution, PERIODYour last letter to me was as vague stating that I already contacted you on this matter when actually it was a second correspondence from my bank as you request the first time and I still get nothing from you in regards to this bank letter. This is why I contacted Revdex.comNow you take the time to respond to Revdex.com with real time explanation. Comenity is making it ridiculously hard and frustrating to solve any problems in hopes that consumers will just give up and I am beyond unhappy with your unfair billing practices whereby statements are sent days later than the due date causing not only myself but thousand of their consumers late feesI have been unsettled and gone out of my way long enough to prove nothing was returned from you I was a good consumer until this stated in JuneYou have a letter from the bank showing this fact, If that would be sufficient in a court of law as proof that nothing was returned there is n more reason to make me go through more hassle. Whatever error that happened on your end should be taken care of on your end, not made for me to pay the price financially and on my credit as late payments.You have your proof, please correct your errors to my statement, finance charges, late fees, returned fees and correct my credit reportBeyond frustrated for ever using your card. and never will again[redacted] Your "we appreciate your business" motto on your letters needs to change
Regards,
[redacted]