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]
May 5, 2016
[redacted]
Dear [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. Comenity Bank issues the [redacted] Store credit card accounts, and we are here to help answer credit-related questions. I appreciate the opportunity to assist you with your concerns.
We understand from your complaint to the Revdex.com that you received three billing statements with late fees. You further state that you disputed this charge and in good faith tried to resolve the issue with Comenity Bank. Lastly, you had spoken to a person that helped you bringing your account to a zero balance; however, started receiving additional statements with late fees.
We apologize for the inconvenience this may have caused you and would like to take this time to explain our findings.
In December 2015, we sent a billing statement to the above address indicating a balance of $61.55 with a minimum payment of $25.00 due by January 11, 2016. On January 11, 2016, account records show you called in to Customer Service to make a payment by phone in the amount of $25.00. When listening to the call we found the checking account number supplied to us by you was “[redacted]”. On January 14, 2016, Comenity Bank received word from your banking institution advising the payment was returned as “Insufficient Funds by bank”. When a payment is returned the funds are debited back to your account and a returned check fee of $25.00 may be assessed. In February 2016 it was later determined the checking account number was incorrect.
At that time, our associate removed the late fee of $18.25 and the $2.00 from your account leaving a balance of $25.00 due to the returned check fee. As a result of the returned check fee not being removed additional statements for March and April 2016 were issued, causing an additional late fee and finance charge; bringing your [redacted] Store account balance to $52.00.
After a thorough investigation and in the interest of customer service, Comenity Bank is no longer holding you responsible for the remaining balance. As of the date of this letter, your new balance is zero and your account was closed per your request on April 28, 2016. In addition, we have notified the national credit-reporting bureaus to remove all delinquencies from your credit report in regard to your [redacted] Store account.
I hope you find this information helpful. If you have any further questions about this account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY: Comenity Bank ###-###-####). I will be happy to assist you.
Sincerely,
Jack C[redacted]
Jack C[redacted] Consumer Relations Specialist
cc: Revdex.com
If the the audio tape was reviewed, than somebody would have heard Mr. M[redacted] say over the phone that I am only supposed to be charged $1,676 dollars. How I am at fault? Mr. M[redacted] is very clear about it. Your own customer service agent did not understand how it was possible. She repeatedly told him that another charge was shown in your system. Mr. M[redacted] than proceed to tell us to contact bank of [redacted] cause maybe it was their fault. I just want an explanation how after listening to the tapes, how is my verdict not justified. It is clearly stated by merchant what the charge was supposed to be. What other evidence do I need to provide? Clearly there is mistake somewhere. All I am showed is copy of receipt during check in which includes amount for deposit. There is no receipt for check out. When returned the key the agents told me same thing as Mr. M[redacted], the final charge is $1,676. How can I prevent this in future?
Regards,[redacted]
Dear [redacted]: We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues Old Pueblo Traders credit card accounts, and we are here to help answer your account-related questions. Your complaint...
was forwarded to my attention, and I appreciate the opportunity to assist you with your concerns. You state in your complaint that you received a call about a bill, and although the bill was paid on time, it took a week to post to the account. You further state that when you called to get it straight, the representative you spoke with said that she was sending the police to your house to arrest you for not paying on time. Additionally, you state that when you called to cancel the account you were told that you were never going to pay anyway. We sincerely apologize for any frustration this matter may have caused you. We have reviewed your account and are happy to share our findings. We have enclosed copies of your monthly billing statements referenced in this letter, for your review. The Bank has reviewed the issues in your complaint, as well as the applicable phone conversations. We apologize if you felt that you did not receive the best customer service; however, we could find no evidence of the treatment you describe. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met. Please understand that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account will be assessed a late fee and finance charge, pursuant to the terms and conditions of the Credit Card Agreement. Our records indicate that a billing statement was issued on December 26, 2014, reflecting a balance of $324.42, and a minimum payment of $20.00 due by January 21, 2015. On January 22, 2015, a payment of $50.00 posted to the account. Because the payment posted after the due date, a late fee and a finance charge were assessed. Statements continued to be sent monthly; however, as no payments were received until June 10, 2015, late fees and finance charges continued to be assessed, and the account fell four billing cycles past due. After thoroughly reviewing your account, we find the balance to be valid; however, in the interest of customer service, we have issued credits totaling $145.00 to remove the late fees which were assessed to the account from January through May 2015. These credits will appear on one of your next two billing statements. We value you as a customer, and we hope you find this information to be helpful. Should you have questions or concerns regarding this letter, please contact me directly at ###-###-####, ext. [redacted]TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted] Consumer Relations Specialist
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 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]
I am so sorry for not responding to confirm that this has been resolved. Complaint ID # [redacted] Comenity Bank. If not for your help I would still be spinning my wheels. Thank you very much.Sincerely,[redacted]
Dear Ms. [redacted];We received your complaint, addressed to the Revdex.com, regarding the account referencedabove. Comenity Bank issues your Full Beauty credit card account, and we are here to assist you with allaccount-related questions. I appreciate the opportunity to respond to your...
concerns.We understand from your complaint, you had a zero balance on your Full Beauty account, and had not madeany recent purchases, but received statements, which were thrown out. Once you viewed a statement, younotlced you had been charged for membership fees, late fees, and service charges You called the Bank, andthe Bank advised it would take a few months to resolve, but your complaint was an file, and someone wouldcontact you in the future for your results, You also state while the dispute was being reviewed you would becharged late fees You would like the membership fees to be removed, as well as the late fees, and servicecharges, and your account to be closed, with a zero balance.Please note that Comenity Bank and Full Beauty are two separate entities. The Bank issues and is responsiblefor addressing questions related to your credit card account. Full Beauty is responsible far handling mattersrelated to sales, merchandise processing, returns and shipping.Our records indicate on May 11, 2015, we received your dispute, regarding the $19.00 charge. On May 18,201 5, we sent a response stating that the charge for $19.00 was for the Shopper's Club and explained how tocancel this membership.Full Beauty records indicate that you enrolled in the Shopper's Club Membership, during an online purchase,February 17, 2013. The membership automatically renews per the terms and conditions the customer's agreeto when subscribing to the membership.We have contacted Full Beauty on your behalf and they have assured us that as of May 26, 2015, yourmembership has been canceled, and a credit of $19.00 was processed to your account on May 26,2015..As of the date of this letter, your account balance is $0.00 and the account has been closed per your request.Please be assured, notification has been sent to the national credit-reporting agencies with instructions todelete the negative payment information from your credit bureau report. Please allow them 45 days to updatetheir records.We sincerely apologize for the frustration and inconvenience this matter may have caused you. Should youhave 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,[redacted]Consumer delations Specialist
it did not resolve my complaint. As my wife's name is on this credit card, I am still responsible for 50% of her debt. So these add on fees affect me as well. For this bank not to speak to me and help me out taking these fees off is absurd. I am responsible for this account as much as my wife is.
Regards, [redacted]
January 5, 2018
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted]:Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account....
Comenity Capital Bank issues the Lending Club Patient Solutions Credit Account credit card. We are here to answer your questions and assist with your concerns.Your correspondence indicates you opened this account in early 2017 and made the monthly payments when due. You contacted the Bank advising you were temporarily unable to make the minimum payments. You have been receiving numerous calls from the Bank, and you consider this harassment. You request we accept the payment terms you have offered and reduce the number of weekly telephone calls.This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance.When an account is delinquent, we will make proactive attempts to contact the customer, communicate the situation, and work out repayment arrangements to minimize any negative credit reporting. Many times a payment is overlooked, and reminder calls or repayment discussions are helpful to bring the account back to a current status. We appreciate your business, and we want to share with you some options that may be available to you in this type of situation.Options:• 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 Credit Counseling Service (CCCS) 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 the CCCS agencies. Should you wish to obtain informationregarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####.You mentioned that you would prefer to only be called once or twice per week. Unfortunately, wedo not have the ability to adapt our call schedules to individual specific requests. We want you tohave a positive customer experience with the Bank. If you no longer wish to receive any additionalphone calls of this nature, please call the customer service number listed on the back of yourcredit card or monthly billing statement, and request that your phone number(s) be updated with“Do Not Call” instructions.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rachel R[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. It has been a FULL YEAR that my account has been closed, so this shouldn't even still be an issue at this point. you better have fixed it this time because if I have to report you yet again, I will just reject anything you come up with.Regards, [redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within Credit Card. We are here to answer your questions and assist with your concerns. We understand the concerns as explained in your correspondence. You ordered leggings and paid the bill, but were charged a $22.00 late fee. A credit of $21.56 was issued for the fee, leaving a balance of $0.44, which resulted the account being charged another late fee. You are requesting the late fee be credited. 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. The account billed on December 22, 2016, with a balance of $22.55, and a minimum payment of $20.00, due by January 17, 2017. No payment was received by the due date, so a $20.00 late fee and a $2.00 finance charge were assessed to the account. The account billed on January 22, 2017, with a balance of $44.55, and a minimum payment of $25.00, due by February 17, 2017. On February 1, 2017, a payment of $22.55 was received and the account was credited $21.56 for the late fee an part of the finance charge. Because the full minimum payment of $25.00 was not received, nor was the account balance paid in full, a $25.00 late fee was assessed to the account, resulting an outstanding balance of $25.44. In the interest of customer service, a credit of $25.44 has been issued to the account, for the late fee and finance charge that were previously assessed. As of the date of this letter, the account balance is zero. We value you as a customer, and we sincerely apologize for any confusion or frustration this situation may have caused you. 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, Tionna M[redacted]
Dear Ms. [redacted]: We received your 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 questions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to assist you. We understand from your complaint that your account was charged a late fee as the payment was not made on time. You sent an email requesting that the late fee be removed as your husband, being a police officer, was not paid for two months and you had no income. You were advised the late fee could not be removed and you are asking again, as other creditors understood your hardship. Bank records indicate that payment of $25.00 was due on June 3, 2015. Payment of $30.00 was received on June 13, 2015, which was after the due date, and the account was assessed a $25.00 late fee. As the account had a previous late fee credit of $25.00 on October 30, 2014, the account was not eligible for another credit. Based on the information you provided the financial hardship and, in the interest of customer service, I have issued credit for the $25.00 late fee previously assessed. This credit will appear on the July 2014 billing statement. Please keep in mind that should payment be missed, made after the payment due date, or made for less than the requested payment due, the account will be assessed a late fee per the Bank’s Credit Card Agreement (CCA). You are a valued customer and we hope this information is helpful. Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I 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
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues Boscov’s credit cards. We are here to answer your questions and assist with your concerns. We understand from your complaint on January 8, 2017, you...
made a purchase for $47.68. You state that you logged on online and made a payment for $47.68, and the balance was zero. In February you received a bill with a balance of $47.68. You contacted the Bank on February 17, 2017, to inquire about the balance and you were advised to pay the $47.68. You are requesting to have the $47.68 returned to you. We apologize for the inconvenience this matter may have caused you. Bank records indicate that on December 18, 2016, a purchase for $15.90 and $10.59 was applied to your account. On December 19, 2016, a purchase of $21.19 was applied to your account. The January 2017 billing statement was issued with a balance of $47.68, with a minimum payment of $25.00 due by January 27, 2017. Your payment of $47.68 was received on January 19, 2017. On January 8, 2017, a purchase for $47.68 was applied to your account. The February 2017 billing statement was issued with a balance of $47.68, with a minimum payment of $25.00 due by February 27, 2017. Your payment of $47.68 was received on February 24, 2017. We have enclosed copies of your January and February billing statement for you to view. When you contacted the Bank on February 20, 2017, our associate processed a billing dispute in error, as the account did not indicate duplicate charges of $47.68. Coincidently the three small charges in December equate to the same amount as the purchase in January. Therefore, you were sent a letter advising that no duplicate charges were found. In addition, while your account was in dispute a provisional credit was issued to your account for $47.68, creating a credit balance. On April 26, 2017, a refund check was issued to you on your account in error. Please be advised that if this refund check is cashed, your account balance will remain $47.68. If you would like for the Bank to cancel the refund check to zero out your account balance, please contact the Bank at the number listed on the next page, to advise. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. �...⇄ Sincerely, Ashley H[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank previously issued the [redacted] credit card. We are here to answer your questions and assist with your concerns. We...
understand from your correspondence that you made a payment of $38.25 on August 24, 2017, to bring your account to a zero balance. However, as the payment was received after your due date, a late fee was assessed to the account. You state that although you contacted the Bank in October 2017 and requested to have the fee waived, you never received any additional communication regarding this matter. When you spoke with another representative of the Bank on December 28, 2017, the representative offered to remove the remaining balance, if you made a payment of $30.00. You are requesting to have all late payments removed, and your account credited to a zero balance. We have reviewed the concerns in your correspondence as well as the applicable telephone conversations. 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. 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. On July 26, 2017, a billing statement was issued reflecting a balance of $38.25, and a minimum payment of $20.00 due by August 21, 2017. On August 24, 2017, a payment of $38.25 posted to the account. However, as the payment was received after the due date cut-off time, a late fee of $20.00 and a finance charge of $1.00 were assessed to the account. On August 26, 2017, a billing statement was issued reflecting a balance of $21.00, and a minimum payment of $20.00 due by September 21, 2017. As no payment was received, another late fee and finance charge were assessed to the account. On September 25, 2017, a billing statement was issued reflecting a balance of $42.00 and a minimum payment of $25.00 due by October 21, 2017. This card was issued by Comenity Bank pursuant to a license by [redacted] International Incorporated. [redacted] is a registered trademark of [redacted] International Incorporated. On September 26, 2017, a payment of $21.00 posted to the account. The Bank has made the decision to no longer hold you responsible for the remaining account balance. In the interest of customer service, we issued credits of $94.13 to remove the previously assessed late fees and finance charges. Notification has been sent to the credit reporting agencies, regarding the above-referenced account, with instructions to remove the negative payment information from your credit bureau report. Please allow up to 45 days for the credit reporting agencies to update their records. On July 28, 2010, the account was closed, as the [redacted] account offered by Comenity Bank was discontinued. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Laura R[redacted] Compliance Dept. – Consumer Responses
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11977219
I am rejecting this response because:It doesn't really address my complaint, which was to delete information they have about me in their system. Since I have never heard of them, the fact that they have my correct name and phone number is disturbing. It is even more disturbing that they called for additional information. By not deleting my infomration, they can pass it on to others. Because of the way they operate, I don't believe putting Do Not Call will solve the bigger problem.
Regards,
Cheri P[redacted]
Dear Ms. [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues New York & Company credit cards, and we are here to answer all of your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to assist you. We understand your concerns regarding the late fee, and that you did not receive a monthly paper billing statement for your June 2015 due date. We apologize for any inconvenience or frustration that this matter may have caused you. Our records indicate that your New York & Company account was registered with our Account Center, which provides accountholders the ability to view statements and make payments online, on December 20, 2009. On May 2, 2015, online payment information was updated and the paperless statement option was chosen. On May 29, 2015, your statement ready email was sent to the following email address: [redacted] Please understand that Comenity Bank does not have the ability to enroll customers into paperless statements; this option can only be chosen by the customer via the Account Center. Additionally, should an account that is enrolled in paperless statements become two billing periods past due, a paper statement will also be issued. Please be assured that the paperless statement option on your New York & Company account was cancelled on July 1, 2015. Your next billing statement will be issued on July 25, 2015, and will arrive via United States Postal Service to your address listed above. In the interest of customer service, we have issued credit in the amount of $25.00 for the late fee that was recently assessed on your account. I hope you find this information to be helpful. Should you have any further questions or concerns, please contact me at the address noted above, or by calling toll free at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Melissa L[redacted]
Comenity Bank has received your correspondence regarding the above-referencedapplication. Comenity Bank issues the Victoria’s Secret credit card. We are here to answer yourquestions and assist with your concerns.Your correspondence indicates you applied for an account; however, your application...
wasdeclined due to your credit score. You further state that other people have gotten approved witha lower credit score and bad credit history and you are unsure if your name had anything to dowith your application not being approved. You are requesting that the Bank approve yourapplication. We apologize for any frustration or inconvenience this matter may have caused you.Please be advised that Comenity Bank processes all applications for credit using a point scoringsystem. Credit-granting decisions are based in part on the information provided by the applicanton the credit application, and in part from the information obtained from the credit-reportingagencies.Please understand that Comenity Bank must make a credit decision based on the informationthat is provided from the credit-reporting agencies at the time of application.According to the letter that you received from our New Accounts Team, an account was notgranted due to information found on your credit file. If you believe this information is inaccurate,we encourage you to contact the credit-reporting agency directly to dispute the information. Theymay be contacted using the information below.Experian (TRW) Trans Union (TRU) Equifax (CBI)P.O. Box 2002701 Experian ParkwayAllen, TX 75013 - 0036###-###-####P.O. Box 390Springfield, PA 19064 - 0390###-###-####P.O. Box 740241Atlanta, GA 30374 - 0241###-###-####Comenity Bank’s decision remains unchanged. We invite you to re-apply after 30 days of youroriginal application date.I hope you found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Compliance Dept. – Consumer Resp
I have replied before that the issue was resolved thank you!!
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]
May 5, 2016
[redacted]
Dear [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. Comenity Bank issues the [redacted] Store credit card accounts, and we are here to help answer credit-related questions. I appreciate the opportunity to assist you with your concerns.
We understand from your complaint to the Revdex.com that you received three billing statements with late fees. You further state that you disputed this charge and in good faith tried to resolve the issue with Comenity Bank. Lastly, you had spoken to a person that helped you bringing your account to a zero balance; however, started receiving additional statements with late fees.
We apologize for the inconvenience this may have caused you and would like to take this time to explain our findings.
In December 2015, we sent a billing statement to the above address indicating a balance of $61.55 with a minimum payment of $25.00 due by January 11, 2016. On January 11, 2016, account records show you called in to Customer Service to make a payment by phone in the amount of $25.00. When listening to the call we found the checking account number supplied to us by you was “[redacted]”. On January 14, 2016, Comenity Bank received word from your banking institution advising the payment was returned as “Insufficient Funds by bank”. When a payment is returned the funds are debited back to your account and a returned check fee of $25.00 may be assessed. In February 2016 it was later determined the checking account number was incorrect.
At that time, our associate removed the late fee of $18.25 and the $2.00 from your account leaving a balance of $25.00 due to the returned check fee. As a result of the returned check fee not being removed additional statements for March and April 2016 were issued, causing an additional late fee and finance charge; bringing your [redacted] Store account balance to $52.00.
After a thorough investigation and in the interest of customer service, Comenity Bank is no longer holding you responsible for the remaining balance. As of the date of this letter, your new balance is zero and your account was closed per your request on April 28, 2016. In addition, we have notified the national credit-reporting bureaus to remove all delinquencies from your credit report in regard to your [redacted] Store account.
I hope you find this information helpful. If you have any further questions about this account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY: Comenity Bank ###-###-####). I will be happy to assist you.
Sincerely,
Jack C[redacted]
Jack C[redacted] Consumer Relations Specialist
cc: Revdex.com
If the the audio tape was reviewed, than somebody would have heard Mr. M[redacted] say over the phone that I am only supposed to be charged $1,676 dollars. How I am at fault? Mr. M[redacted] is very clear about it. Your own customer service agent did not understand how it was possible. She repeatedly told him that another charge was shown in your system. Mr. M[redacted] than proceed to tell us to contact bank of [redacted] cause maybe it was their fault. I just want an explanation how after listening to the tapes, how is my verdict not justified. It is clearly stated by merchant what the charge was supposed to be. What other evidence do I need to provide? Clearly there is mistake somewhere. All I am showed is copy of receipt during check in which includes amount for deposit. There is no receipt for check out. When returned the key the agents told me same thing as Mr. M[redacted], the final charge is $1,676. How can I prevent this in future?
Regards,[redacted]
Dear [redacted]: We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues Old Pueblo Traders credit card accounts, and we are here to help answer your account-related questions. Your complaint...
was forwarded to my attention, and I appreciate the opportunity to assist you with your concerns. You state in your complaint that you received a call about a bill, and although the bill was paid on time, it took a week to post to the account. You further state that when you called to get it straight, the representative you spoke with said that she was sending the police to your house to arrest you for not paying on time. Additionally, you state that when you called to cancel the account you were told that you were never going to pay anyway. We sincerely apologize for any frustration this matter may have caused you. We have reviewed your account and are happy to share our findings. We have enclosed copies of your monthly billing statements referenced in this letter, for your review. The Bank has reviewed the issues in your complaint, as well as the applicable phone conversations. We apologize if you felt that you did not receive the best customer service; however, we could find no evidence of the treatment you describe. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met. Please understand that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account will be assessed a late fee and finance charge, pursuant to the terms and conditions of the Credit Card Agreement. Our records indicate that a billing statement was issued on December 26, 2014, reflecting a balance of $324.42, and a minimum payment of $20.00 due by January 21, 2015. On January 22, 2015, a payment of $50.00 posted to the account. Because the payment posted after the due date, a late fee and a finance charge were assessed. Statements continued to be sent monthly; however, as no payments were received until June 10, 2015, late fees and finance charges continued to be assessed, and the account fell four billing cycles past due. After thoroughly reviewing your account, we find the balance to be valid; however, in the interest of customer service, we have issued credits totaling $145.00 to remove the late fees which were assessed to the account from January through May 2015. These credits will appear on one of your next two billing statements. We value you as a customer, and we hope you find this information to be helpful. Should you have questions or concerns regarding this letter, please contact me directly at ###-###-####, ext. [redacted]TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted] Consumer Relations Specialist
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 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]
I am so sorry for not responding to confirm that this has been resolved. Complaint ID # [redacted] Comenity Bank. If not for your help I would still be spinning my wheels. Thank you very much.Sincerely,[redacted]
Dear Ms. [redacted];We received your complaint, addressed to the Revdex.com, regarding the account referencedabove. Comenity Bank issues your Full Beauty credit card account, and we are here to assist you with allaccount-related questions. I appreciate the opportunity to respond to your...
concerns.We understand from your complaint, you had a zero balance on your Full Beauty account, and had not madeany recent purchases, but received statements, which were thrown out. Once you viewed a statement, younotlced you had been charged for membership fees, late fees, and service charges You called the Bank, andthe Bank advised it would take a few months to resolve, but your complaint was an file, and someone wouldcontact you in the future for your results, You also state while the dispute was being reviewed you would becharged late fees You would like the membership fees to be removed, as well as the late fees, and servicecharges, and your account to be closed, with a zero balance.Please note that Comenity Bank and Full Beauty are two separate entities. The Bank issues and is responsiblefor addressing questions related to your credit card account. Full Beauty is responsible far handling mattersrelated to sales, merchandise processing, returns and shipping.Our records indicate on May 11, 2015, we received your dispute, regarding the $19.00 charge. On May 18,201 5, we sent a response stating that the charge for $19.00 was for the Shopper's Club and explained how tocancel this membership.Full Beauty records indicate that you enrolled in the Shopper's Club Membership, during an online purchase,February 17, 2013. The membership automatically renews per the terms and conditions the customer's agreeto when subscribing to the membership.We have contacted Full Beauty on your behalf and they have assured us that as of May 26, 2015, yourmembership has been canceled, and a credit of $19.00 was processed to your account on May 26,2015..As of the date of this letter, your account balance is $0.00 and the account has been closed per your request.Please be assured, notification has been sent to the national credit-reporting agencies with instructions todelete the negative payment information from your credit bureau report. Please allow them 45 days to updatetheir records.We sincerely apologize for the frustration and inconvenience this matter may have caused you. Should youhave 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,[redacted]Consumer delations Specialist
it did not resolve my complaint. As my wife's name is on this credit card, I am still responsible for 50% of her debt. So these add on fees affect me as well. For this bank not to speak to me and help me out taking these fees off is absurd. I am responsible for this account as much as my wife is.
Regards, [redacted]
January 5, 2018
[redacted]
[redacted]
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[redacted]Dear [redacted]:Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account....
Comenity Capital Bank issues the Lending Club Patient Solutions Credit Account credit card. We are here to answer your questions and assist with your concerns.Your correspondence indicates you opened this account in early 2017 and made the monthly payments when due. You contacted the Bank advising you were temporarily unable to make the minimum payments. You have been receiving numerous calls from the Bank, and you consider this harassment. You request we accept the payment terms you have offered and reduce the number of weekly telephone calls.This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance.When an account is delinquent, we will make proactive attempts to contact the customer, communicate the situation, and work out repayment arrangements to minimize any negative credit reporting. Many times a payment is overlooked, and reminder calls or repayment discussions are helpful to bring the account back to a current status. We appreciate your business, and we want to share with you some options that may be available to you in this type of situation.Options:• 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 Credit Counseling Service (CCCS) 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 the CCCS agencies. Should you wish to obtain informationregarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####.You mentioned that you would prefer to only be called once or twice per week. Unfortunately, wedo not have the ability to adapt our call schedules to individual specific requests. We want you tohave a positive customer experience with the Bank. If you no longer wish to receive any additionalphone calls of this nature, please call the customer service number listed on the back of yourcredit card or monthly billing statement, and request that your phone number(s) be updated with“Do Not Call” instructions.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rachel R[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. It has been a FULL YEAR that my account has been closed, so this shouldn't even still be an issue at this point. you better have fixed it this time because if I have to report you yet again, I will just reject anything you come up with.Regards, [redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within Credit Card. We are here to answer your questions and assist with your concerns. We understand the concerns as explained in your correspondence. You ordered leggings and paid the bill, but were charged a $22.00 late fee. A credit of $21.56 was issued for the fee, leaving a balance of $0.44, which resulted the account being charged another late fee. You are requesting the late fee be credited. 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. The account billed on December 22, 2016, with a balance of $22.55, and a minimum payment of $20.00, due by January 17, 2017. No payment was received by the due date, so a $20.00 late fee and a $2.00 finance charge were assessed to the account. The account billed on January 22, 2017, with a balance of $44.55, and a minimum payment of $25.00, due by February 17, 2017. On February 1, 2017, a payment of $22.55 was received and the account was credited $21.56 for the late fee an part of the finance charge. Because the full minimum payment of $25.00 was not received, nor was the account balance paid in full, a $25.00 late fee was assessed to the account, resulting an outstanding balance of $25.44. In the interest of customer service, a credit of $25.44 has been issued to the account, for the late fee and finance charge that were previously assessed. As of the date of this letter, the account balance is zero. We value you as a customer, and we sincerely apologize for any confusion or frustration this situation may have caused you. 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, Tionna M[redacted]
Dear Ms. [redacted]: We received your 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 questions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to assist you. We understand from your complaint that your account was charged a late fee as the payment was not made on time. You sent an email requesting that the late fee be removed as your husband, being a police officer, was not paid for two months and you had no income. You were advised the late fee could not be removed and you are asking again, as other creditors understood your hardship. Bank records indicate that payment of $25.00 was due on June 3, 2015. Payment of $30.00 was received on June 13, 2015, which was after the due date, and the account was assessed a $25.00 late fee. As the account had a previous late fee credit of $25.00 on October 30, 2014, the account was not eligible for another credit. Based on the information you provided the financial hardship and, in the interest of customer service, I have issued credit for the $25.00 late fee previously assessed. This credit will appear on the July 2014 billing statement. Please keep in mind that should payment be missed, made after the payment due date, or made for less than the requested payment due, the account will be assessed a late fee per the Bank’s Credit Card Agreement (CCA). You are a valued customer and we hope this information is helpful. Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I 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
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues Boscov’s credit cards. We are here to answer your questions and assist with your concerns. We understand from your complaint on January 8, 2017, you...
made a purchase for $47.68. You state that you logged on online and made a payment for $47.68, and the balance was zero. In February you received a bill with a balance of $47.68. You contacted the Bank on February 17, 2017, to inquire about the balance and you were advised to pay the $47.68. You are requesting to have the $47.68 returned to you. We apologize for the inconvenience this matter may have caused you. Bank records indicate that on December 18, 2016, a purchase for $15.90 and $10.59 was applied to your account. On December 19, 2016, a purchase of $21.19 was applied to your account. The January 2017 billing statement was issued with a balance of $47.68, with a minimum payment of $25.00 due by January 27, 2017. Your payment of $47.68 was received on January 19, 2017. On January 8, 2017, a purchase for $47.68 was applied to your account. The February 2017 billing statement was issued with a balance of $47.68, with a minimum payment of $25.00 due by February 27, 2017. Your payment of $47.68 was received on February 24, 2017. We have enclosed copies of your January and February billing statement for you to view. When you contacted the Bank on February 20, 2017, our associate processed a billing dispute in error, as the account did not indicate duplicate charges of $47.68. Coincidently the three small charges in December equate to the same amount as the purchase in January. Therefore, you were sent a letter advising that no duplicate charges were found. In addition, while your account was in dispute a provisional credit was issued to your account for $47.68, creating a credit balance. On April 26, 2017, a refund check was issued to you on your account in error. Please be advised that if this refund check is cashed, your account balance will remain $47.68. If you would like for the Bank to cancel the refund check to zero out your account balance, please contact the Bank at the number listed on the next page, to advise. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. �...⇄ Sincerely, Ashley H[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank previously issued the [redacted] credit card. We are here to answer your questions and assist with your concerns. We...
understand from your correspondence that you made a payment of $38.25 on August 24, 2017, to bring your account to a zero balance. However, as the payment was received after your due date, a late fee was assessed to the account. You state that although you contacted the Bank in October 2017 and requested to have the fee waived, you never received any additional communication regarding this matter. When you spoke with another representative of the Bank on December 28, 2017, the representative offered to remove the remaining balance, if you made a payment of $30.00. You are requesting to have all late payments removed, and your account credited to a zero balance. We have reviewed the concerns in your correspondence as well as the applicable telephone conversations. 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. 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. On July 26, 2017, a billing statement was issued reflecting a balance of $38.25, and a minimum payment of $20.00 due by August 21, 2017. On August 24, 2017, a payment of $38.25 posted to the account. However, as the payment was received after the due date cut-off time, a late fee of $20.00 and a finance charge of $1.00 were assessed to the account. On August 26, 2017, a billing statement was issued reflecting a balance of $21.00, and a minimum payment of $20.00 due by September 21, 2017. As no payment was received, another late fee and finance charge were assessed to the account. On September 25, 2017, a billing statement was issued reflecting a balance of $42.00 and a minimum payment of $25.00 due by October 21, 2017. This card was issued by Comenity Bank pursuant to a license by [redacted] International Incorporated. [redacted] is a registered trademark of [redacted] International Incorporated. On September 26, 2017, a payment of $21.00 posted to the account. The Bank has made the decision to no longer hold you responsible for the remaining account balance. In the interest of customer service, we issued credits of $94.13 to remove the previously assessed late fees and finance charges. Notification has been sent to the credit reporting agencies, regarding the above-referenced account, with instructions to remove the negative payment information from your credit bureau report. Please allow up to 45 days for the credit reporting agencies to update their records. On July 28, 2010, the account was closed, as the [redacted] account offered by Comenity Bank was discontinued. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Laura R[redacted] Compliance Dept. – Consumer Responses
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11977219
I am rejecting this response because:It doesn't really address my complaint, which was to delete information they have about me in their system. Since I have never heard of them, the fact that they have my correct name and phone number is disturbing. It is even more disturbing that they called for additional information. By not deleting my infomration, they can pass it on to others. Because of the way they operate, I don't believe putting Do Not Call will solve the bigger problem.
Regards,
Cheri P[redacted]
Dear Ms. [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues New York & Company credit cards, and we are here to answer all of your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to assist you. We understand your concerns regarding the late fee, and that you did not receive a monthly paper billing statement for your June 2015 due date. We apologize for any inconvenience or frustration that this matter may have caused you. Our records indicate that your New York & Company account was registered with our Account Center, which provides accountholders the ability to view statements and make payments online, on December 20, 2009. On May 2, 2015, online payment information was updated and the paperless statement option was chosen. On May 29, 2015, your statement ready email was sent to the following email address: [redacted] Please understand that Comenity Bank does not have the ability to enroll customers into paperless statements; this option can only be chosen by the customer via the Account Center. Additionally, should an account that is enrolled in paperless statements become two billing periods past due, a paper statement will also be issued. Please be assured that the paperless statement option on your New York & Company account was cancelled on July 1, 2015. Your next billing statement will be issued on July 25, 2015, and will arrive via United States Postal Service to your address listed above. In the interest of customer service, we have issued credit in the amount of $25.00 for the late fee that was recently assessed on your account. I hope you find this information to be helpful. Should you have any further questions or concerns, please contact me at the address noted above, or by calling toll free at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Melissa L[redacted]
Comenity Bank has received your correspondence regarding the above-referencedapplication. Comenity Bank issues the Victoria’s Secret credit card. We are here to answer yourquestions and assist with your concerns.Your correspondence indicates you applied for an account; however, your application...
wasdeclined due to your credit score. You further state that other people have gotten approved witha lower credit score and bad credit history and you are unsure if your name had anything to dowith your application not being approved. You are requesting that the Bank approve yourapplication. We apologize for any frustration or inconvenience this matter may have caused you.Please be advised that Comenity Bank processes all applications for credit using a point scoringsystem. Credit-granting decisions are based in part on the information provided by the applicanton the credit application, and in part from the information obtained from the credit-reportingagencies.Please understand that Comenity Bank must make a credit decision based on the informationthat is provided from the credit-reporting agencies at the time of application.According to the letter that you received from our New Accounts Team, an account was notgranted due to information found on your credit file. If you believe this information is inaccurate,we encourage you to contact the credit-reporting agency directly to dispute the information. Theymay be contacted using the information below.Experian (TRW) Trans Union (TRU) Equifax (CBI)P.O. Box 2002701 Experian ParkwayAllen, TX 75013 - 0036###-###-####P.O. Box 390Springfield, PA 19064 - 0390###-###-####P.O. Box 740241Atlanta, GA 30374 - 0241###-###-####Comenity Bank’s decision remains unchanged. We invite you to re-apply after 30 days of youroriginal application date.I hope you found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Compliance Dept. – Consumer Resp