In regards to Complaint Number: #[redacted]. I received an outstanding invoice in the amount of $341.15 from [redacted], Account Number: [redacted] dated: November 9, 2016. [redacted]Telephone Number: ###-###-####. Received letter from Metrostyle dated: October 27, 2016; Accounting Ending In: [redacted]. Stating that my Metrostyle account, which was issued by and owned by Comenity Bank (Comenity), has been closed, charged-off and sold to [redacted]). As the new owner of the account, [redacted] is entitled to pursue the collection of the unpaid balances on my charged-off account, now due to [redacted]. For account inquiries or to make payments, [redacted]'s mailing address and phone number is as follows: [redacted] ###-###-#### I've spoken to Metrostyle Customer Service several times regarding this matter and the returns department computer indicated that the merchandise was returned. Comenity Bank refuse to compare computer screens with Metrostyle Customer Service return department which prove that, the merchandise was returned by refusal and the $20.00 late fee was to be waived. My account should not be closed with Metrostyle. Recently attempt to refinance my home and due to this transaction appearing on my credit report I am unable to refinance my home. Credit score has dropped. This is poor customer service rendered; Due to lack of communication with the Comenity Bank and Metrostyle Customer Service Return Department. This matter require immediately attention. POC: is Ms [redacted] on, ###-###-#### or [redacted] Your urgent support in this matter is greatly appreciated. Thanking You In Advance. Ms [redacted]
[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]
I am rejecting this response because:1. As per the note from [redacted], we never received a letter from the bank asking for additional information in writing on the dispute.2. Comenity bank has closed the dispute with our informing us in any form that they will be closing the disupte.3. When asked for a proof that a letter has been sent, no one from the bank could produce one.4. Even on multiple phone calls, their customer service did not mention that they need additional information in writing.5. So they closed the dispute with out informing us, while we were under the impression that the dispute is still open and we do not have to make any payments.6. The following are the people we talked to:· Josyln/Rosyln – was not sure as she did not give me a correct name· Meyer· Tony· Mitchell – extension [redacted] - this was back in August 2017 · Lisa – Employee ID [redacted] · miss Hoomes Ext [redacted]· Micheal Ext [redacted] · Mimi - customer care with comenity bank· Stephen - customer care· Tyronne – collections· Erica at [redacted]7. christina worley [redacted] mentioned she would send a second letter but never sent one. She also give me a wrong contact number on purpose and lied to me. She was supposed to as why the 'technical issue with sending "secure message was not working" but she send responded to it. After I tried to call her on the number I realized that she gave me a wrong number intentionally.8. After all this, they reported to credit agencies on the late payment, when asked about removing that, they are not ready to do it. I have not received a straight answer from them yet on this issue. this is a fraud bank with 1 rating on YELP. [redacted]
What are the legal actions possible against this bank. Thanks Regards,
[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Haband credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that you made a purchase in...
December 2016; however, you did not receive the billing statement until February 2017. You state that the Bank refused to remove the late fee of $27.00. You are requesting to have the late fee of $27.00 removed, as you paid the balance in full. I am happy to share my findings. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Please be advised the Bank received no indication that the billing statements were undeliverable, nor were they returned to the Bank. Bank records indicate that a billing statement was issued January 11, 2017, with an outstanding balance of $80.96 and a minimum payment of $27.00, due by February 6, 2017. No payment was received by the due date and a late fee of $27.00 was assessed. A payment was received on February 7, 2017, in the amount of $80.96. A billing statement was issued on February 8, 2017, with an outstanding balance and minimum payment of $27.00 due by March 6, 2017. When you contacted the Bank on February 16, 2017, the account was not eligible for a late fee removal, as a late fee was previously removed on January 28, 2016. Although the Bank finds no error, in the interest of customer service I have credited the late fee of $27.00. 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,
I responded to the form about fraud & returned it.I also filed a fraud alert with Experian (illegible word)PO Box 2002701 Experian Pkwy.Allen, TX 75013-0036###-###-####[redacted]
Complaint: [redacted]
I am rejecting this response because:I understand that since my previous dispute was upheld or whatever and I have to accept that finding. However, I am referring to the several charges made in March of 2017. These purchases were not made by me and an investigation was never opened, as far as I am aware.
Regards,
[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Boston Store credit card. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence submitted to the...
ConsumerFinancial Protection Bureau regarding this same matter. Please find enclosed a copy of ourresponse dated December 12, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Nicole FCompliance Dept. – Consumer Responses
Hello,Thank you for your inquiry. Your reference number is [redacted]
We will reply to your email providing an update and/or resolution of your issue. Please understand that it may take 2-3 business days to resolve the issue.Please reply to this email with any additional...
questions related to your inquiry.Sincerely,Consumer Support Group
There is NO SIGNED RECEIPT OF ANY KIND, as noted I have contacted woman within numerous times with ABSOLUTELY NO RESPONSE OF ANY KIND. Copies of this correspondence as well as all other correspondence was sent to them, with AGAIN, ABSOLUTLY NO RESPONSE. No loss form, no fraud form nothing of any kind. Again I will swear and sign any documents, I NEVER RECEIVED THIS MERCHANDISE. I own a business in NJ. and would never trat a customer this way. I realize the bank is not woman within and only a collector for them. This matter must be resolved before legal action is instituted. AGAIN, I reject their response and Woman Within should be cooperating to resolve this matter. [redacted]PS: Show me proof that I accepted/received this merchandise or that anyoe signed for this.. No one has,,,,,,,
Dear [redacted]:We received your complaint, addressed to the
Revdex.com, regarding the account referenced above. Comenity Bank issues RH 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 your concerns regarding the $35.00
late fee that was assessed on October 28, 2015, and you would like it removed. I apologize for any inconvenience this matter
may have caused you.Our records indicate that on September 2,
2015, a billing statement was issued with a payment of $160.00 due by September
28, 2015. As no payment was received, a
late fee of $35.00 was assessed to your account, in accordance with the Credit
Card Agreement (CCA). A copy of the CCA
is enclosed for your review.On October 2, 2015, a billing statement was
issued with a payment of $325.00 due by October 28, 2015. A payment of $160.00 was received on October
5, 2015. The previously assessed late
fee in the amount of $35.00 was also credited on October 5, 2015. Another payment of $160.00 was received on
October 22, 2015.As the full minimum payment of $325.00 was
not made by October 28, 2015, a late fee of $35.00 was assessed, in accordance
with the CCA.In the interest of customer service, we have
removed the additional late fee of $35.00. Please be aware that three late fees have been assessed to your account
since July 2015. All of the late fees
were valid; however, they have all been credited to your account, as a courtesy
of the Bank. We hope this information is helpful. Should you have any other questions or
concerns regarding this account, please feel free to contact me at
###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, Ashley H[redacted]
I am rejecting this response because:Their response fails to address their company's complete lack of professional conduct towards me, and their pattern of harassment and intimidation. The response also suggests I need to provide them with confidential, personal information which if one understands the nature of the complaint in the first place one would understand why that information is not being provided! In addition, I was told by a company employee, a woman named "T" who refused to provide her last name, that there must be a problem with my credit report. I can assure you there are no inaccuracies with my credit report.
Regards,
[redacted]
Dear Ms[redacted]We are in receipt of your complaint regarding the above-referenced account. Comenity Bankissues NEW YORK & COMPANY credit card accounts and we respond to all account-relatedquestions. Your complaint, addressed to the Revdex.com, was forwarded to myattention, and I...
appreciate the opportunity to respond to your concerns.We understand from the complaint, due to your NEW YORK & COMPANY payment beingreceived 6 days late, your account was assessed a $27.00, late fee. You advise that youcontacted Comenity Bank with hopes of resolving this matter; however, after speaking to both acustomer service representative, as well as a supervisor, your request for late fee credit wasdeclined, and was replaced with an offer of a $20.00 off your next purchase coupon. You arerequesting Comenity Bank provide you with a credit of $27.00, for the previously assessed latefee.We have reviewed the issues in your complaint as well as the applicable telephone conversations,and would like to share our findings:On September 9, 201 6, you spoke with our Customer Care Department to express your concernswith Comenity Bank not providing the option of reoccurring payments. You advised that due tothis matter, you were late with your NEW YORK & COMPANY payment, and would like to havethe late fee removed.Our representative advised that due to your account previously being granted a late fee removal,we are unable to grant an additional [ate fee credit within an 18 month period. The call was thentransferred to a Customer Care supervisor, who apologized that we did not offer reoccurringpayments; however provided an alternate payment option of setting up reoccurring paymentsthrough your personal online banking. The supervisor advised Comenity Bank has excused twolate fees in the last 18 months and we are unable to remove another late fee; however, a coupontotaling $20.00, was offered to use on your next purchase. Lastly, you were advised that paymentneeds to be received by the 2nd of each month, and the account does not have a grace period.To provide the best customer service possible, we offer multiple ways to make a payment.Choose a payment method that's right for you.In-store: If the retailer listed on your card has a store near you, you may be able to drop off yourpayment in the store so it can be applied to your account on the same day. Check the back ofyour billing statement to see if in-store payments are available for your account.Online: Online payments submitted before 8 p.m. Eastern Time (ET) can be credited to youraccount same-day. Online payments submitted after 8 p.m. ET will be credited the following day(or on your future scheduled payment date). Please note that it may take up to two business daysto complete the financial transfer from your personal bank account to your NEW YORK &COMPANY account.Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing a week for the payment to arrive. if you're a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Phone: If you need to make a same-day payment, you may call us at the phone number on theback of your billing statement before 8 p.m. ET to speak to a customer care representative. A feemay apply to same-day, expedited payments made with the representative.The above information and more can be found by visiting:[redacted]Please keep in mind that when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee, as explainedin the Credit Card Agreement.Please note, the previously assessed late fee of $27.00, was credited back to the NEW YORK &COMPANY account on September 12, 2016. Please allow up to two billing cycles for this creditto reflect on your statement. Please note, your account will not be eligibte for another late feecredit until March 2018.Should you have any further questions or concerns regarding this letter, please feel free to contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Geanine M[redacted]
Dear [redacted]We have received your correspondence sent to theRevdex.com (Revdex.com). Comenity Bank issues Talbots credit card accounts, andwe are here to help answer your questions. I appreciate the opportunity to assist you withyour concerns.We are also in receipt of...
your correspondencesubmitted to the Federal Deposit Insurance Corporation (FDIC). Please find enclosed a copy of our responsesent to you on August 20, 2015.I hope you have found this information to behelpful. If you have any questions orconcerns, please feel free to contact me at ###-###-####, ext. [redacted](TDD/TTY ###-###-####). I will behappy to assist you.Sincerely,Tionna M[redacted]
Regarding my previous complaint, I have come to the conclusion that Victoria secret does not care about there customers but only about making money. I have been fully aware of my outstanding debt I owed to which I had my boyfriend pay. His bank confirmed it with Victoria secret and the lady we spoke too, a lady by the name of Ms.[redacted], she informed us that after that was processed which would take up to 3-5 business days then my order that I had placed on June 17 would be processed. And not only would I be getting an email confirming the receipt of the transaction, I would be getting an email confirming when the order would be shipped. Well, that's why I'm writing because today I learned via email that the same order I placed was cancelled. I had reordered my stuff again but that was cancelled so I was just checking the status of my current order and now this. Plus because my boyfriend paid my outstanding bill off now I can't add him as an authorized user making more questions to my account. All I would like is the stuff I ordered. My boyfriend can confirm the transactions with his bank that comenity took the outstanding balance and processed it. This is just so unreal. Can someone intelligent shed some light please?
Thank you for contacting the Revdex.com regarding your Victoria’s Secret Angel credit card account. As the bank that issues Victoria’s Secret Angel accounts, we are here to assist in answering any credit-related questions. Your inquiry was...
forwarded to my attention, and I appreciate this opportunity to assist you.
We understand from the complaint that when you called to make a payment on your account, you found the balance to be excessively high. In addition, you state that you received rude service. You are dissatisfied with the treatment you received, the late charges assessed to your account, and you feel this is unfair.
We appreciate you notifying both the Revdex.com and Comenity Bank of your concerns and we apologize for the inconvenience this may have caused you.
The Bank has reviewed the issues in your complaint, as well as the applicable phone conversations. We apologize if you felt that you did not receive the best customer service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.
While reviewing our records, we found that there were two purchases recently applied to your account. The first purchase was made through Victoria’s Secret Mail Order for $111.08 on November 14, 2014. The second purchase was for $117.25 on February 14, 2015. This purchase was made at the Victoria’s Secret store located in the Dover Mall, Dover, Delaware.
The account has billed each month for the above charges, beginning with the December 7, 2014, statement which indicated a balance of $113.29 and a payment of $25.00 due by January 2, 2015. No payment was received by the due date; as such, a late fee was assessed to your account.
As of the date of this letter, your Victoria’s Secret Angel account is two billing cycles past due. Your minimum payment is $55.00 due by May 2, 2015. The only payment received towards the above charges was for $30.00 on February 3, 2015, which was paid online through the Account Center website.
In the interest of customer service, we removed the last late fee of $35.00 from your account. This credit will appear on your next billing statement.
We have enclosed a copy of your billing statements from December 2014 through April 2015 and a copy of the Credit Card Agreement for your records.
We hope you find this information helpful. Should you have any other questions or concerns regarding this letter, please feel free to reach me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); and I will be happy to assist you further.
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues metrostyle® credit card accounts, and we are here to assist you with all account-related questions. I appreciate the opportunity to respond to your...
concerns.We understand from your complaint that you refused the merchandise you purchased on your metrostyle® account. You state that on a three way conversation, Metrostyle informed Comenity Bank that all merchandise had been received, and credited to the metrostyle® account. However, you are receiving calls daily regarding a balance due.We are seeing purchases on your metrostyle® account from Metrostyle, Jessica London, and Chadwicks. Since Metrostyle, Chadwicks, and Jessica London are owned by the same parent company, merchandise can be purchased from either entity using their credit card accounts interchangeably.Please be advised Comenity Bank, Metrostyle, Chadwicks, and Jessica London are separate entities. Comenity Bank is responsible for addressing questions related to metrostyle® credit card accounts, while the retailers are responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality.When merchandise is ordered from Metrostyle, Chadwicks, or Jessica London, the account is charged for the cost of the merchandise, sales tax (if applicable), and shipping and handling. The retailers do not refund shipping and handling charges when merchandise is returned. In addition, if the provided return label is used to return the package, the return label fee is also charged to the account.We are unable to locate a telephone call where Metrostyle advised credits were issued to the account. On March 18, 2016, during a three way telephone call, you were advised by Metrostyle catalog customer service that checks would be issued to you directly for returned merchandise. You stated you would pay Comenity Bank as soon as you received the checks from Metrostyle. Please keep in mind 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.After reviewing your account, our records indicate that not all of the items you purchased were returned, or paid for. I have enclosed copies of the billing statements which show the account activity that comprised the account balance. Due to non-payment, on October 6, 2016, the metrostyle® account was closed, written off, and reported to the national credit-reporting agencies as an unpaid debt of $341.15. On October 26, 2016, the account was sold to Jefferson Capital. They can be reached at ###-###-####. Please note, Comenity Bank has made no collection attempts on this account since the sale of the account. If you have further questions regarding the items you received from or returned to Metrostyle, Chadwicks, or Jessica London, please contact them at the following numbers: Metrostyle: ###-###-####Chadwicks: ###-###-#### Jessica London: ###-###-####We hope you find this information helpful. If you have any further questions regarding the account, please contact [redacted] at the number above. They will be happy to assist you. Sincerely, Amanda R**
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-referenced accounts. As the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questions. Your complaint, was forwarded to my attention, and...
I appreciate the opportunity to assist you.Your complaint states that your Victoria’s Secret/PINK credit card was stolen and has fraudulent charges. You indicate that you activated the card; however, you never used it. The card was previously reported as lost and stolen, and you were not issued a new card, yet the account was closed. As you believed the account to be closed, you thought the account had a zero balance until a recent credit bureau review. You are disputing the charges and would like the amount of $633.00 removed from the account, and the delinquencies removed from your credit file.After reviewing the accounts at the Bank, we found that you initially opened an account ending in 9586 on February 16, 2013; however, you reported the card as lost/stolen on March 13, 2013. At this time, the account was closed and transferred to a new Victoria’s Secret/PINK account ending in [redacted]The last purchase of $62.00 posted to the account on April 19, 2013, and the last payment of $10.00 was received on August 17, 2014. As no further payments have been received, the account has been charged late fees and finance charges, as outlined in the Bank’s Credit Card Agreement (CCA). On February 2, 2015, the account was permanently closed and written-off for non-payment. This information was reported to the national credit-reporting agencies.Bank records indicate no previous contact from you regarding the account. However, please be assured that our Account Protection (Fraud) team has received your concerns, and a fraud case; case number [redacted] has been opened. The case has been assigned fraud investigator, [redacted] Please note that it may take 60-90 days to complete the investigation, and the credit bureaus will be notified of the fraud dispute. If you have any questions regarding the investigation, please contact the Account Protection (Fraud) team at ###-###-#### (TDD/TTY ###-###-####) and reference your account and case number.Comenity Bank vigorously pursues any individual who is suspected of perpetration of a fraud. This may include contact with various local, state and federal law enforcement agencies. We assure you that we will do everything to resolve this situation with as little inconvenience to your client as possible.We hope this information is helpful. If you any further questions or concerns, please contact the Account Protection (Fraud) team at the number provided. They will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the above-referencedaccount. Comenity Capital Bank issues BLAIR credit card accounts, and we are here to help withaccount-related questions. Your complaint, sent on behalf of your aunt Joan Belkay, was...
forwarded to myattention, and I appreciate the opportunity to assist you.You state that your aunt passed away in September 2015, and you are the excetrix of her estate. Youcalled to inform the Bank that you would be paying the balance; however, you were informed not to pay thebalance until you received paperwork from the Bank requesting her death certificate and your letter oftestamentary. You further state, you never received this letter, and you called the Bank monthly to inquireabout this, and about the late fees that were being assessed. On January 19, 2016, when you spoke witha representative of the Bank, you were told that you only had to pay $28.92. Although you paid the $28.92,a balance remained, and when you called the Bank to check on this matter you were informed by therepresentative that because your name was not listed on the account, we could not speak with you. Youare requesting for the late fees to be removed. We sincerely apologize for any frustration or inconveniencethis matter may have caused you.Please accept my condolences on the loss of your aunt. We understand that this must be a difficult timefor you and your family.Thank you for speaking with me on March 9, 2016, and thank you for providing me your aunt's letter oftestamentary. Please be assured, the above-referenced account has been notated accordingly, and theaccount has been closed.The Bank has issued credits totaling $116.77 to remove the previously assessed late fees and financecharges. The credits have posted and brought the account to a zero balance.Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of yourconcerns. Comenity Capital Bank strives to provide each of our customers with an excellent customerservice experience, and we truly regret that you received less than that.We hope you find this information helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Laura R[redacted]
Dear Ms. [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Ashley Stewart and Roaman’s credit cards. We are here to answer your questions and assist with your concerns. Your...
correspondence indicates you have been receiving numerous collection calls from the Bank, and you consider this harassment. This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on the outstanding debt. We want you to have a positive customer experience with the Bank, and we have already updated your phone number(s) ending in [redacted] with “Do not Call” instructions. 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. We appreciate your business, and we want to share with you some options that are 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 information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. 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, Gail M[redacted]
We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues ASHLEY STEWART® credit card accounts, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention,...
and I appreciate the opportunity to assist you with your concerns. You state that you spoke with a supervisor on August 15, 2016, who told you that a late fee of $27.00 would be credited to your account; however, the late fee has not been removed. You further state that later you emailed the Bank regarding the late fee, and you were told that the late fee could not be removed. You are requesting to have the late fee removed from your account. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account may be assessed a late fee and finance charge, pursuant to the terms and conditions of the Credit Card Agreement. On August 15, 2016, you spoke with a representative of the Bank, and on this day, the representative you spoke with stated that a credit of $27.00 for a late fee, and a credit of $2.00 for a finance charge would be issued to the account; however, the account was inadvertently only credited for the finance charge. Please be assured, on August 27, 2016, a credit of $27.00 posted to the account, to remove the previously assessed late fee. On August 30, 2016, a payment of $75.82 posted to your account. As of today’s date, your account balance is zero. Based upon your complaint, the Bank reviewed the applicable phone and email conversations. Calls and correspondence of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at 1-800-675-5685, ext. [redacted] (TDD/TTY 1-800-695-1788). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
In regards to Complaint Number: #[redacted]. I received an outstanding invoice in the amount of $341.15 from [redacted], Account Number: [redacted] dated: November 9, 2016. [redacted]Telephone Number: ###-###-####. Received letter from Metrostyle dated: October 27, 2016; Accounting Ending In: [redacted]. Stating that my Metrostyle account, which was issued by and owned by Comenity Bank (Comenity), has been closed, charged-off and sold to [redacted]). As the new owner of the account, [redacted] is entitled to pursue the collection of the unpaid balances on my charged-off account, now due to [redacted]. For account inquiries or to make payments, [redacted]'s mailing address and phone number is as follows: [redacted] ###-###-#### I've spoken to Metrostyle Customer Service several times regarding this matter and the returns department computer indicated that the merchandise was returned. Comenity Bank refuse to compare computer screens with Metrostyle Customer Service return department which prove that, the merchandise was returned by refusal and the $20.00 late fee was to be waived. My account should not be closed with Metrostyle. Recently attempt to refinance my home and due to this transaction appearing on my credit report I am unable to refinance my home. Credit score has dropped. This is poor customer service rendered; Due to lack of communication with the Comenity Bank and Metrostyle Customer Service Return Department. This matter require immediately attention. POC: is Ms [redacted] on, ###-###-#### or [redacted] Your urgent support in this matter is greatly appreciated. Thanking You In Advance. Ms [redacted]
[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]
I am rejecting this response because:1. As per the note from [redacted], we never received a letter from the bank asking for additional information in writing on the dispute.2. Comenity bank has closed the dispute with our informing us in any form that they will be closing the disupte.3. When asked for a proof that a letter has been sent, no one from the bank could produce one.4. Even on multiple phone calls, their customer service did not mention that they need additional information in writing.5. So they closed the dispute with out informing us, while we were under the impression that the dispute is still open and we do not have to make any payments.6. The following are the people we talked to:· Josyln/Rosyln – was not sure as she did not give me a correct name· Meyer· Tony· Mitchell – extension [redacted] - this was back in August 2017 · Lisa – Employee ID [redacted] · miss Hoomes Ext [redacted]· Micheal Ext [redacted] · Mimi - customer care with comenity bank· Stephen - customer care· Tyronne – collections· Erica at [redacted]7. christina worley [redacted] mentioned she would send a second letter but never sent one. She also give me a wrong contact number on purpose and lied to me. She was supposed to as why the 'technical issue with sending "secure message was not working" but she send responded to it. After I tried to call her on the number I realized that she gave me a wrong number intentionally.8. After all this, they reported to credit agencies on the late payment, when asked about removing that, they are not ready to do it. I have not received a straight answer from them yet on this issue. this is a fraud bank with 1 rating on YELP. [redacted]
What are the legal actions possible against this bank. Thanks Regards,
[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Haband credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that you made a purchase in...
December 2016; however, you did not receive the billing statement until February 2017. You state that the Bank refused to remove the late fee of $27.00. You are requesting to have the late fee of $27.00 removed, as you paid the balance in full. I am happy to share my findings. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Please be advised the Bank received no indication that the billing statements were undeliverable, nor were they returned to the Bank. Bank records indicate that a billing statement was issued January 11, 2017, with an outstanding balance of $80.96 and a minimum payment of $27.00, due by February 6, 2017. No payment was received by the due date and a late fee of $27.00 was assessed. A payment was received on February 7, 2017, in the amount of $80.96. A billing statement was issued on February 8, 2017, with an outstanding balance and minimum payment of $27.00 due by March 6, 2017. When you contacted the Bank on February 16, 2017, the account was not eligible for a late fee removal, as a late fee was previously removed on January 28, 2016. Although the Bank finds no error, in the interest of customer service I have credited the late fee of $27.00. 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,
I responded to the form about fraud & returned it.I also filed a fraud alert with Experian (illegible word)PO Box 2002701 Experian Pkwy.Allen, TX 75013-0036###-###-####[redacted]
Complaint: [redacted]
I am rejecting this response because:I understand that since my previous dispute was upheld or whatever and I have to accept that finding. However, I am referring to the several charges made in March of 2017. These purchases were not made by me and an investigation was never opened, as far as I am aware.
Regards,
[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Boston Store credit card. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence submitted to the...
Compliance Dept. – Consumer Responses
ConsumerFinancial Protection Bureau regarding this same matter. Please find enclosed a copy of ourresponse dated December 12, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Nicole F
Hello,Thank you for your inquiry. Your reference number is [redacted]
We will reply to your email providing an update and/or resolution of your issue. Please understand that it may take 2-3 business days to resolve the issue.Please reply to this email with any additional...
questions related to your inquiry.Sincerely,Consumer Support Group
There is NO SIGNED RECEIPT OF ANY KIND, as noted I have contacted woman within numerous times with ABSOLUTELY NO RESPONSE OF ANY KIND. Copies of this correspondence as well as all other correspondence was sent to them, with AGAIN, ABSOLUTLY NO RESPONSE. No loss form, no fraud form nothing of any kind. Again I will swear and sign any documents, I NEVER RECEIVED THIS MERCHANDISE. I own a business in NJ. and would never trat a customer this way. I realize the bank is not woman within and only a collector for them. This matter must be resolved before legal action is instituted. AGAIN, I reject their response and Woman Within should be cooperating to resolve this matter. [redacted]PS: Show me proof that I accepted/received this merchandise or that anyoe signed for this.. No one has,,,,,,,
Dear [redacted]:We received your complaint, addressed to the
Revdex.com, regarding the account referenced above. Comenity Bank issues RH 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 your concerns regarding the $35.00
late fee that was assessed on October 28, 2015, and you would like it removed. I apologize for any inconvenience this matter
may have caused you.Our records indicate that on September 2,
2015, a billing statement was issued with a payment of $160.00 due by September
28, 2015. As no payment was received, a
late fee of $35.00 was assessed to your account, in accordance with the Credit
Card Agreement (CCA). A copy of the CCA
is enclosed for your review.On October 2, 2015, a billing statement was
issued with a payment of $325.00 due by October 28, 2015. A payment of $160.00 was received on October
5, 2015. The previously assessed late
fee in the amount of $35.00 was also credited on October 5, 2015. Another payment of $160.00 was received on
October 22, 2015.As the full minimum payment of $325.00 was
not made by October 28, 2015, a late fee of $35.00 was assessed, in accordance
with the CCA.In the interest of customer service, we have
removed the additional late fee of $35.00. Please be aware that three late fees have been assessed to your account
since July 2015. All of the late fees
were valid; however, they have all been credited to your account, as a courtesy
of the Bank. We hope this information is helpful. Should you have any other questions or
concerns regarding this account, please feel free to contact me at
###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, Ashley H[redacted]
I am rejecting this response because:Their response fails to address their company's complete lack of professional conduct towards me, and their pattern of harassment and intimidation. The response also suggests I need to provide them with confidential, personal information which if one understands the nature of the complaint in the first place one would understand why that information is not being provided! In addition, I was told by a company employee, a woman named "T" who refused to provide her last name, that there must be a problem with my credit report. I can assure you there are no inaccuracies with my credit report.
Regards,
[redacted]
Dear Ms[redacted]We are in receipt of your complaint regarding the above-referenced account. Comenity Bankissues NEW YORK & COMPANY credit card accounts and we respond to all account-relatedquestions. Your complaint, addressed to the Revdex.com, was forwarded to myattention, and I...
appreciate the opportunity to respond to your concerns.We understand from the complaint, due to your NEW YORK & COMPANY payment beingreceived 6 days late, your account was assessed a $27.00, late fee. You advise that youcontacted Comenity Bank with hopes of resolving this matter; however, after speaking to both acustomer service representative, as well as a supervisor, your request for late fee credit wasdeclined, and was replaced with an offer of a $20.00 off your next purchase coupon. You arerequesting Comenity Bank provide you with a credit of $27.00, for the previously assessed latefee.We have reviewed the issues in your complaint as well as the applicable telephone conversations,and would like to share our findings:On September 9, 201 6, you spoke with our Customer Care Department to express your concernswith Comenity Bank not providing the option of reoccurring payments. You advised that due tothis matter, you were late with your NEW YORK & COMPANY payment, and would like to havethe late fee removed.Our representative advised that due to your account previously being granted a late fee removal,we are unable to grant an additional [ate fee credit within an 18 month period. The call was thentransferred to a Customer Care supervisor, who apologized that we did not offer reoccurringpayments; however provided an alternate payment option of setting up reoccurring paymentsthrough your personal online banking. The supervisor advised Comenity Bank has excused twolate fees in the last 18 months and we are unable to remove another late fee; however, a coupontotaling $20.00, was offered to use on your next purchase. Lastly, you were advised that paymentneeds to be received by the 2nd of each month, and the account does not have a grace period.To provide the best customer service possible, we offer multiple ways to make a payment.Choose a payment method that's right for you.In-store: If the retailer listed on your card has a store near you, you may be able to drop off yourpayment in the store so it can be applied to your account on the same day. Check the back ofyour billing statement to see if in-store payments are available for your account.Online: Online payments submitted before 8 p.m. Eastern Time (ET) can be credited to youraccount same-day. Online payments submitted after 8 p.m. ET will be credited the following day(or on your future scheduled payment date). Please note that it may take up to two business daysto complete the financial transfer from your personal bank account to your NEW YORK &COMPANY account.Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing a week for the payment to arrive. if you're a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Phone: If you need to make a same-day payment, you may call us at the phone number on theback of your billing statement before 8 p.m. ET to speak to a customer care representative. A feemay apply to same-day, expedited payments made with the representative.The above information and more can be found by visiting:[redacted]Please keep in mind that when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee, as explainedin the Credit Card Agreement.Please note, the previously assessed late fee of $27.00, was credited back to the NEW YORK &COMPANY account on September 12, 2016. Please allow up to two billing cycles for this creditto reflect on your statement. Please note, your account will not be eligibte for another late feecredit until March 2018.Should you have any further questions or concerns regarding this letter, please feel free to contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Geanine M[redacted]
Dear [redacted]We have received your correspondence sent to theRevdex.com (Revdex.com). Comenity Bank issues Talbots credit card accounts, andwe are here to help answer your questions. I appreciate the opportunity to assist you withyour concerns.We are also in receipt of...
your correspondencesubmitted to the Federal Deposit Insurance Corporation (FDIC). Please find enclosed a copy of our responsesent to you on August 20, 2015.I hope you have found this information to behelpful. If you have any questions orconcerns, please feel free to contact me at ###-###-####, ext. [redacted](TDD/TTY ###-###-####). I will behappy to assist you.Sincerely,Tionna M[redacted]
Regarding my previous complaint, I have come to the conclusion that Victoria secret does not care about there customers but only about making money. I have been fully aware of my outstanding debt I owed to which I had my boyfriend pay. His bank confirmed it with Victoria secret and the lady we spoke too, a lady by the name of Ms.[redacted], she informed us that after that was processed which would take up to 3-5 business days then my order that I had placed on June 17 would be processed. And not only would I be getting an email confirming the receipt of the transaction, I would be getting an email confirming when the order would be shipped. Well, that's why I'm writing because today I learned via email that the same order I placed was cancelled. I had reordered my stuff again but that was cancelled so I was just checking the status of my current order and now this. Plus because my boyfriend paid my outstanding bill off now I can't add him as an authorized user making more questions to my account. All I would like is the stuff I ordered. My boyfriend can confirm the transactions with his bank that comenity took the outstanding balance and processed it. This is just so unreal. Can someone intelligent shed some light please?
Dear [redacted]
Thank you for contacting the Revdex.com regarding your Victoria’s Secret Angel credit card account. As the bank that issues Victoria’s Secret Angel accounts, we are here to assist in answering any credit-related questions. Your inquiry was...
forwarded to my attention, and I appreciate this opportunity to assist you.
We understand from the complaint that when you called to make a payment on your account, you found the balance to be excessively high. In addition, you state that you received rude service. You are dissatisfied with the treatment you received, the late charges assessed to your account, and you feel this is unfair.
We appreciate you notifying both the Revdex.com and Comenity Bank of your concerns and we apologize for the inconvenience this may have caused you.
The Bank has reviewed the issues in your complaint, as well as the applicable phone conversations. We apologize if you felt that you did not receive the best customer service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.
While reviewing our records, we found that there were two purchases recently applied to your account. The first purchase was made through Victoria’s Secret Mail Order for $111.08 on November 14, 2014. The second purchase was for $117.25 on February 14, 2015. This purchase was made at the Victoria’s Secret store located in the Dover Mall, Dover, Delaware.
The account has billed each month for the above charges, beginning with the December 7, 2014, statement which indicated a balance of $113.29 and a payment of $25.00 due by January 2, 2015. No payment was received by the due date; as such, a late fee was assessed to your account.
As of the date of this letter, your Victoria’s Secret Angel account is two billing cycles past due. Your minimum payment is $55.00 due by May 2, 2015. The only payment received towards the above charges was for $30.00 on February 3, 2015, which was paid online through the Account Center website.
In the interest of customer service, we removed the last late fee of $35.00 from your account. This credit will appear on your next billing statement.
We have enclosed a copy of your billing statements from December 2014 through April 2015 and a copy of the Credit Card Agreement for your records.
We hope you find this information helpful. Should you have any other questions or concerns regarding this letter, please feel free to reach me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); and I will be happy to assist you further.
Sincerely,
[redacted]
Consumer Relations Specialist
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues metrostyle® credit card accounts, and we are here to assist you with all account-related questions. I appreciate the opportunity to respond to your...
concerns.We understand from your complaint that you refused the merchandise you purchased on your metrostyle® account. You state that on a three way conversation, Metrostyle informed Comenity Bank that all merchandise had been received, and credited to the metrostyle® account. However, you are receiving calls daily regarding a balance due.We are seeing purchases on your metrostyle® account from Metrostyle, Jessica London, and Chadwicks. Since Metrostyle, Chadwicks, and Jessica London are owned by the same parent company, merchandise can be purchased from either entity using their credit card accounts interchangeably.Please be advised Comenity Bank, Metrostyle, Chadwicks, and Jessica London are separate entities. Comenity Bank is responsible for addressing questions related to metrostyle® credit card accounts, while the retailers are responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality.When merchandise is ordered from Metrostyle, Chadwicks, or Jessica London, the account is charged for the cost of the merchandise, sales tax (if applicable), and shipping and handling. The retailers do not refund shipping and handling charges when merchandise is returned. In addition, if the provided return label is used to return the package, the return label fee is also charged to the account.We are unable to locate a telephone call where Metrostyle advised credits were issued to the account. On March 18, 2016, during a three way telephone call, you were advised by Metrostyle catalog customer service that checks would be issued to you directly for returned merchandise. You stated you would pay Comenity Bank as soon as you received the checks from Metrostyle. Please keep in mind 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.After reviewing your account, our records indicate that not all of the items you purchased were returned, or paid for. I have enclosed copies of the billing statements which show the account activity that comprised the account balance. Due to non-payment, on October 6, 2016, the metrostyle® account was closed, written off, and reported to the national credit-reporting agencies as an unpaid debt of $341.15. On October 26, 2016, the account was sold to Jefferson Capital. They can be reached at ###-###-####. Please note, Comenity Bank has made no collection attempts on this account since the sale of the account. If you have further questions regarding the items you received from or returned to Metrostyle, Chadwicks, or Jessica London, please contact them at the following numbers: Metrostyle: ###-###-####Chadwicks: ###-###-#### Jessica London: ###-###-####We hope you find this information helpful. If you have any further questions regarding the account, please contact [redacted] at the number above. They will be happy to assist you. Sincerely, Amanda R**
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-referenced accounts. As the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questions. Your complaint, was forwarded to my attention, and...
I appreciate the opportunity to assist you.Your complaint states that your Victoria’s Secret/PINK credit card was stolen and has fraudulent charges. You indicate that you activated the card; however, you never used it. The card was previously reported as lost and stolen, and you were not issued a new card, yet the account was closed. As you believed the account to be closed, you thought the account had a zero balance until a recent credit bureau review. You are disputing the charges and would like the amount of $633.00 removed from the account, and the delinquencies removed from your credit file.After reviewing the accounts at the Bank, we found that you initially opened an account ending in 9586 on February 16, 2013; however, you reported the card as lost/stolen on March 13, 2013. At this time, the account was closed and transferred to a new Victoria’s Secret/PINK account ending in [redacted]The last purchase of $62.00 posted to the account on April 19, 2013, and the last payment of $10.00 was received on August 17, 2014. As no further payments have been received, the account has been charged late fees and finance charges, as outlined in the Bank’s Credit Card Agreement (CCA). On February 2, 2015, the account was permanently closed and written-off for non-payment. This information was reported to the national credit-reporting agencies.Bank records indicate no previous contact from you regarding the account. However, please be assured that our Account Protection (Fraud) team has received your concerns, and a fraud case; case number [redacted] has been opened. The case has been assigned fraud investigator, [redacted] Please note that it may take 60-90 days to complete the investigation, and the credit bureaus will be notified of the fraud dispute. If you have any questions regarding the investigation, please contact the Account Protection (Fraud) team at ###-###-#### (TDD/TTY ###-###-####) and reference your account and case number.Comenity Bank vigorously pursues any individual who is suspected of perpetration of a fraud. This may include contact with various local, state and federal law enforcement agencies. We assure you that we will do everything to resolve this situation with as little inconvenience to your client as possible.We hope this information is helpful. If you any further questions or concerns, please contact the Account Protection (Fraud) team at the number provided. They will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the above-referencedaccount. Comenity Capital Bank issues BLAIR credit card accounts, and we are here to help withaccount-related questions. Your complaint, sent on behalf of your aunt Joan Belkay, was...
forwarded to myattention, and I appreciate the opportunity to assist you.You state that your aunt passed away in September 2015, and you are the excetrix of her estate. Youcalled to inform the Bank that you would be paying the balance; however, you were informed not to pay thebalance until you received paperwork from the Bank requesting her death certificate and your letter oftestamentary. You further state, you never received this letter, and you called the Bank monthly to inquireabout this, and about the late fees that were being assessed. On January 19, 2016, when you spoke witha representative of the Bank, you were told that you only had to pay $28.92. Although you paid the $28.92,a balance remained, and when you called the Bank to check on this matter you were informed by therepresentative that because your name was not listed on the account, we could not speak with you. Youare requesting for the late fees to be removed. We sincerely apologize for any frustration or inconveniencethis matter may have caused you.Please accept my condolences on the loss of your aunt. We understand that this must be a difficult timefor you and your family.Thank you for speaking with me on March 9, 2016, and thank you for providing me your aunt's letter oftestamentary. Please be assured, the above-referenced account has been notated accordingly, and theaccount has been closed.The Bank has issued credits totaling $116.77 to remove the previously assessed late fees and financecharges. The credits have posted and brought the account to a zero balance.Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of yourconcerns. Comenity Capital Bank strives to provide each of our customers with an excellent customerservice experience, and we truly regret that you received less than that.We hope you find this information helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Laura R[redacted]
Dear Ms. [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Ashley Stewart and Roaman’s credit cards. We are here to answer your questions and assist with your concerns. Your...
correspondence indicates you have been receiving numerous collection calls from the Bank, and you consider this harassment. This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on the outstanding debt. We want you to have a positive customer experience with the Bank, and we have already updated your phone number(s) ending in [redacted] with “Do not Call” instructions. 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. We appreciate your business, and we want to share with you some options that are 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 information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. 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, Gail M[redacted]
We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues ASHLEY STEWART® credit card accounts, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention,...
and I appreciate the opportunity to assist you with your concerns. You state that you spoke with a supervisor on August 15, 2016, who told you that a late fee of $27.00 would be credited to your account; however, the late fee has not been removed. You further state that later you emailed the Bank regarding the late fee, and you were told that the late fee could not be removed. You are requesting to have the late fee removed from your account. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account may be assessed a late fee and finance charge, pursuant to the terms and conditions of the Credit Card Agreement. On August 15, 2016, you spoke with a representative of the Bank, and on this day, the representative you spoke with stated that a credit of $27.00 for a late fee, and a credit of $2.00 for a finance charge would be issued to the account; however, the account was inadvertently only credited for the finance charge. Please be assured, on August 27, 2016, a credit of $27.00 posted to the account, to remove the previously assessed late fee. On August 30, 2016, a payment of $75.82 posted to your account. As of today’s date, your account balance is zero. Based upon your complaint, the Bank reviewed the applicable phone and email conversations. Calls and correspondence of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at 1-800-675-5685, ext. [redacted] (TDD/TTY 1-800-695-1788). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com