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 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]
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]
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]
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 (Bank) has received your correspondence regarding the above-noted account. Comenity Bank issues the roomplace® credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that you are disputing the purchase of...
$2,953.00 that was made on August 29, 2015, you are stating that there was discrepancy in the amount of the purchase and the manager at The Roomplace advised you that you would not be responsible for the cost. You state that you have been scammed and no one at Comenity Bank or The Roomplace is attempting to rectify the situation and you are requesting to have a permanent credit applied to your account for the disputed amount. We apologize for the inconvenience this matter may have caused you. Please note that Comenity Bank and The Roomplace are two separate entities. The Bank issues and is responsible for addressing questions related to the roomplace® credit card account. The Roomplace is responsible for handling matters related to sales, cancellations, refunds, merchandise processing, returns, and shipping. We have contacted The Roomplace directly regarding your complaint and we have been advised that their Management team reviewed all the sales receipts and charges from time of purchase that were executed in full detail. The Roomplace apologized that they were unable to meet your expectations and refund for the items purchased. If there are errors and or misunderstandings at time of purchase, The Roomplace would work with customer to attempt to satisfy their expectations prior to the sale and well before the delivery of the merchandise. We have been advised that there was a $294 gift certificate applied to the order due to the situation that took place. The Roomplace also advised that at no point is a sale and delivery executed with no cost. Bank records indicate that a fraud case was opened on November 28, 2016, and the balance of $2,953.00 was removed from your account balance while the investigation took place. Please be advised that based on the information provided from The Roomplace the purchase of $2,953.00 will be added back to your account balance at the conclusion of the fraud investigation. Please be assured a letter will be sent to you once the case has been closed. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Ashley H
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]
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 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]
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]
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 am writing to you regarding my complaint.We previously received and responded to your correspondence submitted to the Consumer Financial Protection Bureau regarding this same matter. Please find enclosed a copy of our response dated October 27, 2017.I am getting Comenity Bank from all angles. I am reporting it wherever possible. It is scamming me for monies, latefees, etc. when I have proof of payment, a copy of a statement and a cancelled check as well as a letter from it statingit received the payment but it posted it late. Because I have sent it these documents many times since April 2017 and itstill does not credit my accordingly. It is saying I had a balance of $27.12 prior to my June bill. The bill would haveshown $27.12 + $27.00(late fee) and interest charges. The amount of the bill would have been over $54.00 but it was only$33.38.I am not going to let Comenity Bank get away with scamming me monies. I am going to decrease its rating as much aspossible.Sincerely.Laurie S[redacted] (Miss)
Regards,
Laurie S[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]
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 [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 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
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 Mr. [redacted]Thank you for contacting Comenity Bank. We issue multiple retail credit card accounts, and arehere to help with your questions. The Revdex.com forwarded your complaint to myattention and I appreciate the opportunity to respond to your concerns.Please accept our deepest apology for any frustration that you may have experienced regardingthe telephone calls that you have received from Cornenity Bank. Please be advised that thetelephone calls being made were attempts to contact a customer regarding a personal businessmatter. Please be assured that we have updated our records and you should not receive anyfurther telephone calls at the telephone number ending in [redacted] from Comenity Bank.We hope you find this information helpful. If you have any additional questions or concernsplease contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). Iwillbe happy to assist you.Sincerely,Amanda R[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 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 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]
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]
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]
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 (Bank) has received your correspondence regarding the above-noted account. Comenity Bank issues the roomplace® credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that you are disputing the purchase of...
$2,953.00 that was made on August 29, 2015, you are stating that there was discrepancy in the amount of the purchase and the manager at The Roomplace advised you that you would not be responsible for the cost. You state that you have been scammed and no one at Comenity Bank or The Roomplace is attempting to rectify the situation and you are requesting to have a permanent credit applied to your account for the disputed amount. We apologize for the inconvenience this matter may have caused you. Please note that Comenity Bank and The Roomplace are two separate entities. The Bank issues and is responsible for addressing questions related to the roomplace® credit card account. The Roomplace is responsible for handling matters related to sales, cancellations, refunds, merchandise processing, returns, and shipping. We have contacted The Roomplace directly regarding your complaint and we have been advised that their Management team reviewed all the sales receipts and charges from time of purchase that were executed in full detail. The Roomplace apologized that they were unable to meet your expectations and refund for the items purchased. If there are errors and or misunderstandings at time of purchase, The Roomplace would work with customer to attempt to satisfy their expectations prior to the sale and well before the delivery of the merchandise. We have been advised that there was a $294 gift certificate applied to the order due to the situation that took place. The Roomplace also advised that at no point is a sale and delivery executed with no cost. Bank records indicate that a fraud case was opened on November 28, 2016, and the balance of $2,953.00 was removed from your account balance while the investigation took place. Please be advised that based on the information provided from The Roomplace the purchase of $2,953.00 will be added back to your account balance at the conclusion of the fraud investigation. Please be assured a letter will be sent to you once the case has been closed. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Ashley H
The 2nd of each month does not end until after midnight of that date.
Regards, [redacted]
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]
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 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]
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]
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 am writing to you regarding my complaint.We previously received and responded to your correspondence submitted to the Consumer Financial Protection Bureau regarding this same matter. Please find enclosed a copy of our response dated October 27, 2017.I am getting Comenity Bank from all angles. I am reporting it wherever possible. It is scamming me for monies, latefees, etc. when I have proof of payment, a copy of a statement and a cancelled check as well as a letter from it statingit received the payment but it posted it late. Because I have sent it these documents many times since April 2017 and itstill does not credit my accordingly. It is saying I had a balance of $27.12 prior to my June bill. The bill would haveshown $27.12 + $27.00(late fee) and interest charges. The amount of the bill would have been over $54.00 but it was only$33.38.I am not going to let Comenity Bank get away with scamming me monies. I am going to decrease its rating as much aspossible.Sincerely.Laurie S[redacted] (Miss)
Regards,
Laurie S[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]
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 [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 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
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 Mr. [redacted]Thank you for contacting Comenity Bank. We issue multiple retail credit card accounts, and arehere to help with your questions. The Revdex.com forwarded your complaint to myattention and I appreciate the opportunity to respond to your concerns.Please accept our deepest apology for any frustration that you may have experienced regardingthe telephone calls that you have received from Cornenity Bank. Please be advised that thetelephone calls being made were attempts to contact a customer regarding a personal businessmatter. Please be assured that we have updated our records and you should not receive anyfurther telephone calls at the telephone number ending in [redacted] from Comenity Bank.We hope you find this information helpful. If you have any additional questions or concernsplease contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). Iwillbe happy to assist you.Sincerely,Amanda R[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