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]
This is unjust. I called them with the banking information IN JANUARY. The company they portray is unreal. They do nothing to help customers in a positive manner at all.
Regards, [redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank previously issued the Virgin America Visa credit card.We are here to answer your questions and assist with your concerns.We understand that you were advised the credit card...
program for Virgin America would be ending.You explain that you paid off your balance, then received a billing statement that had the annualfee assessed. When contacting the Bank, you were advised that you must pay the amount, anda prorated return would be made in several months. You do not want to be billed for services thatwill not be provided.After a review of our records, we found that customers with renewals in December wereinadvertently assessed the annual fee.Please be advised the renewal fee of $149.00 that was assessed on December 24, 2017, will becredited in full within the next one to two billing statements. Please be aware that no minimumpayment is due, and this will be reflected on your billing statements.We apologize for the incorrect information you were provided when you contacted the Bank, andfor any inconvenience or frustration this matter may have caused you. Please be assured mattersof this nature are referred to management so additional training can be provided to our associates.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Diamond L[redacted]Compliance Dept. – Consumer Responses
I was told over the phone on March 7th that I would be charged a return payment fee in a couple of days. That is EXACTLY what happened.I also CONFIRMED with my bank that the account info was correct, but that their account numbers are long and sometimes people have difficulty with the account numbers. Seeing as how I put in the CORRECT account number the first time around, but your system was not able to process it correctly, I should not be charged a return check fee.There is a return check fee currently on my account for this transaction! Your letter response, stating that there was NO return check fee, is not correct.
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Pottery Barn credit card. We are here to answer your questions and assist withyour concerns.In the correspondence, you indicate you purchased an item from Pottery Barn that was...
delivered with theincorrect color and name inscription. You mention you were advised the account would be refunded andthe correct item would be shipped at no cost. The account was not credited and after speaking to arepresentative who advised the issue would be corrected, the account was not corrected and a late fee wascharged. You state you have spoken to Pottery Barn multiple times and nothing has been corrected. Youstate you were advised you would not get a late fee while the account was in dispute; however, a secondlate fee was charged. You are requesting the late fees be removed and for the balance to be zero.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 ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.Please note Comenity Bank and Pottery Barn are two separate entities. The Bank issues and is responsiblefor addressing questions related to your credit card account. Pottery Barn is responsible for handlingmatters related to sales, merchandise processing, returns and shipping.Please be assured Pottery Barn has credited the account for the merchandise, and we have credited theassociated Bank fees. Your account balance is zero as of February 15, 2018. We appreciate your patiencewhile we resolved this matter.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at (800) 820-8932.Sincerely,Nicole FCompliance Dept. – Consumer Responses
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Bergner’s credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence, you...
received a late fee of $33.00. You called the Bank to inquire about the fee, and were advised that your payment was $2.00 less than the required minimum payment due. You further state that you had called the previous month regarding a late fee, and it was removed. During that call, you were advised that your minimum payment would be $27.00. You made a payment of $30.00, yet the account was still assessed a late fee. You are requesting to have the late fee removed from your account. Bank records indicate your payment due date is the 21st of every month. The Bergner’s account is a regular revolving account, which means that if there is a balance, a minimum payment is required each billing period. 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. A billing statement was issued to you on January 26, 2017, with a balance of $903.05 and a minimum payment of $32.00 due on February 21, 2017. A payment of $30.00 was received on February 23, 2017. As this payment was less than the minimum required amount, and was received after the due date, a late fee of $27.00 was assessed to the account in accordance with the Credit Card Agreement. A billing statement was issued to you on February 23, 2017, with a balance of $917.91 and a minimum payment of $33.00 due on March 21, 2017. A late fee credit of $27.00, and a partial finance charge credit of $.11, were issued on March 3, 2017. A payment of $30.00 was received on March 21, 2017. As this payment was less than the minimum required amount, a late fee of $33.00 was assessed to the account in accordance with the Credit Card Agreement. A billing statement was issued to you on March 26, 2017, with a balance of $913.43 and a minimum payment of $32.00 due on April 21, 2017. A payment of $40.00 was received on March 15, 2017. At this time, your account is current. Due to a late fee credit that was issued to the account on March 3, 2017, your account is not eligible to have an additional late fee credited. 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. 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, Rosa M[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]
January 23, 2017[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the EXPRESS NEXT credit card. We are here to answer your questions and assist with your concerns.We understand the concerns as noted in the correspondence, regarding charges billed to your account for Account Assure. We apologize for any inconvenience this matter may have caused you.Account Assure is an optional product that is offered to our customers. Our records indicate that you elected to be enrolled into Account Assure on October 17, 2013, when you called to confirm the receipt of your EXPRESS NEXT credit card. During the conversation, you were provided with details regarding Account Assure and to confirm your acceptance of Account Assure, your full account number, name, and address were verified.On December 30, 2016 your Account Assure enrollment was cancelled. Please be assured that a credit of $208.37 was applied to your account to credit the remainder all of the Account Assure premiums you were charged since your enrollment. In addition, a credit for $4.60 was issued to your account for finance charges. These adjustments will appear on your next two billing statements.We hope the information provided is helpful. Should you have any additional questions or concerns regarding this letter, please contact me at [redacted]. I would be happy to assist you.Sincerely,[redacted]
[redacted]
[redacted]
I never received those billing statement!!!!! How am I suppose to pay something where I did NOT recoeve a bill? Take off the last six billing fees an interest and I will be more than happy to pay.
Regards,
[redacted]
Dear Nicole Mckelvin:Comenity Bank (Bank) has received your additional correspondence regarding the abovereferenced matter. We are here to answer your questions and assist with your concerns.In your additional correspondence you indicate that you continue to receive telephone calls fromComenity Bank regarding a matter not related to you. The calls placed to the telephone numberwere attempts by us to contact one of our customers regarding a business matter.We apologize for the inconvenience this may have caused. You should no longer be receivingphone calls regarding this matter as we have marked the telephone number ending in [redacted] with“Do Not Call” instructions.If you receive calls from us on a different telephone number regarding a matter not related to you,please contact us at [redacted] to update our records.Sincerely,Alyson F[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted]We received your complaint from the Revdex.com, regarding your NEW YORK & Companycredit card account. Comenity Bank issues NEW YORK & Company credit card accounts, and we respondto all account-related questions. Your complaint was forwarded to my attention, and I...
appreciate theopportunity to assist you.We understand from your complaint that you had three late fees payments to the account. You requestedcredit for the late fess previously, and you were told we issued a $16.00 credit back in November 2015, andthat you have to wait 18 months to ask for another fee credit. You have carried the card for five years andnow can’t get help with having one late fee of $35.00 removed. Furthermore, you are now requesting weat least issue credit for the three late charges so that you can move forward with paying your bill in peace.We sincerely apologize for any frustration you may have experienced as a result of this matter.Please be assured we have reviewed the account, and we are happy to explain our findings below.Our records indicate that your payment due date occurs on the 10th of each month. Please understand,when payments are not received, are received after the due date, or are made for less than the minimumrequired, the account will be assessed a late fee and finance charge, as explained in the Credit CardAgreement (CCA). We have included a copy for your review and records.As the minimum payment for the months of March, April, and November 2015, were not received by therespective due date(s) on your NEW YORK & Company account; late fees were assessed to the account.Although there were no Bank errors, in the interest of customer service, we issued credit of $16.00 onNovember 30, 2015. We appreciate your loyalty in being a customer for several years. However, ourinvestigation indicates the late fees are valid. We are unwilling to issue credit for any additional late feesat this time. As of the date of this letter, the NEW YORK & Company credit card account has a balance in the amountof $864.50. The minimum amount due is $50.00 by May 10, 2016.We hope you find this information to be helpful. Should you have any further questions, please contact medirectly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Diamond L[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]
Dear [redacted]: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]
Dear [redacted] I am writing in response to your letter from April 6, 2016 and I was told by a community bank associate. When I called on April 1, 2016 and they advisedto send a letter requesing the removal o account. Since it was removed from my Transunion credit report back in May 26,2015 which your company reported to remove to only transunion. How can it be removed one one credit report and remain on the other two. Please check your files for the removed with Transunion the original dispute complaint was on April 27, 2015 and removed from my report May 26, 2015. Please see the attachment. Thank you. [redacted]
Dear Ms [redacted],We received your complaint, addressed to the Revdex.com, regarding the accounts referencedabove. Comenity Bank issues the above-referenced credit wrd accounts. and we are here to assist you withall account-related questions. I appreciate the opportunity to respond to...
your concerns.We understand from your complaint that both you and your husband are ill and would no longer like to receivecalls from Comenity Bank.We are sorry to hear about you and your husband's recent health issues, and we appreciate the opportunity toassist you. We have reviewed the accounts and we are happy to share our findings.When the Bands records show an account as delinquent the Bank will make attempts to contact you regardingthe status of the account. Many times a pavment is overlooked by the customer. and a reminder call is helpful to brlng the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenily Bank may call you until our attempt to communication is successful.Per your request, we have updated the telephone numbers on your accounts, to ensure that you no longerreceive telephone calls from Comenity Bank. However, the Bank may contact you by mail, or service of courtfiling, which would be in compliance with state and federal law.Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer CreditCounseiing Service (CCCS) organization for assistance. Their programs can provide options such as reducingthe interest rate and the minimum payment requirement, and could include all of your creditors. ComenityBank supports and participates in the programs provided by CCCS agencies Should you wish to obtaininformation regarding their programs and for a member agency located near you, please contact the NationalFoundation for Credit Counseling at ###-###-####.We hope you find this information helpful If you have any questions, or need additional assistance, please donot hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/tTTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank previously issued the Gander Mountain Mastercard credit card. We are here to answer your questions and assist with your concerns.Your correspondence indicates you purchased a Fat Boy Junior...
gun safe from Gander Mountain on March 19, 2017, and you were told there was no time limit to pick it up. When you went to pick up the purchase on August 7, 2017, the manager said it was sent to the liquidator but you would receive a new gun safe or would receive your money back. You have contacted the store and Gander Mountain customer service many times and have not received this purchase or a refund check. You have disputed the purchase with the Bank and sent additional information that was requested but you have not received a response.We received your dispute on December 11, 2017, in the amount of $1,547.74 for purchase of a gun safe on March 19, 2017. Please be assured our dispute resolution team is currently working to resolve your dispute. Please also be aware, dispute investigations may take up to 90 days to complete. Upon completion of our investigation, we will notify you of our findings by mail. We appreciate your patience while we conduct our investigation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact customer care at the phone number on the back of your credit card or billing statement.Sincerely,Alesa C[redacted]Compliance Dept. – Consumer Responsescc: Illinois Attorney GeneralRevdex.com
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the OLD PUEBLO TRADERS® credit card. We are here to answer your questions and assist with your concerns. You state in May 2016 you ordered...
three pairs of shoes from Old Pueblo Traders, and you were talked in to joining a rewards club, which you were told that you could cancel any time. Although you paid the first one on June 28, 2016, and you wrote cancel above the bill that you sent back, you continued to receive monthly billing statements. You further state that each time you received a statement, you called and told them to cancel. You are requesting this be cancelled, and for no further bills to be sent. We sincerely apologize for any inconvenience or frustration this matter may have caused you. We have reviewed your account, and we are happy to share our findings. Please note that Old Pueblo Traders, and Comenity Bank are separate entities. The Bank issues and is responsible for addressing questions related to OLD PUEBLO TRADERS® credit card accounts. Old Pueblo Traders is responsible for handling matters related to sales, merchandise processing, returns and shipping. Old Pueblo Traders VIP Plus program is an optional service offered through Old Pueblo Traders. This program offers a special introductory price of $1.99 for the first 30 days, and if the customer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the account each month. Cancellation may be made at any time with no further obligation. Our records indicate that the above-referenced account was charged for two Old Pueblo Traders VIP Plus membership fees at $14.97 each and one introductory charge of $1.99. On August 2, 2016, the Old Pueblo Traders VIP Plus membership was cancelled, and two credits of $14.97 each posted to the account on August 30, 2016. On December 21, 2016, an additional credit of $1.99 was issued to remove the introductory charge. In the interest of customer service, the Bank has issued additional credits totaling $56.94 to remove the previously assessed late fees and finance charges. Because the credits result in a credit balance of $16.96, we are issuing a refund check of $16.96 to you. Please allow 14 business days to receive the refund check, as it is being send in a separate mailing. Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter. Although the Old Pueblo Traders VIP Plus program has been cancelled, the above-referenced credit card account is open. If you are requesting to have the above-referenced account cancelled, please contact me at the telephone number listed below. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely,
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 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]
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]
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]
This is unjust. I called them with the banking information IN JANUARY. The company they portray is unreal. They do nothing to help customers in a positive manner at all.
Regards, [redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank previously issued the Virgin America Visa credit card.We are here to answer your questions and assist with your concerns.We understand that you were advised the credit card...
program for Virgin America would be ending.You explain that you paid off your balance, then received a billing statement that had the annualfee assessed. When contacting the Bank, you were advised that you must pay the amount, anda prorated return would be made in several months. You do not want to be billed for services thatwill not be provided.After a review of our records, we found that customers with renewals in December wereinadvertently assessed the annual fee.Please be advised the renewal fee of $149.00 that was assessed on December 24, 2017, will becredited in full within the next one to two billing statements. Please be aware that no minimumpayment is due, and this will be reflected on your billing statements.We apologize for the incorrect information you were provided when you contacted the Bank, andfor any inconvenience or frustration this matter may have caused you. Please be assured mattersof this nature are referred to management so additional training can be provided to our associates.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Diamond L[redacted]Compliance Dept. – Consumer Responses
I was told over the phone on March 7th that I would be charged a return payment fee in a couple of days. That is EXACTLY what happened.I also CONFIRMED with my bank that the account info was correct, but that their account numbers are long and sometimes people have difficulty with the account numbers. Seeing as how I put in the CORRECT account number the first time around, but your system was not able to process it correctly, I should not be charged a return check fee.There is a return check fee currently on my account for this transaction! Your letter response, stating that there was NO return check fee, is not correct.
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Pottery Barn credit card. We are here to answer your questions and assist withyour concerns.In the correspondence, you indicate you purchased an item from Pottery Barn that was...
Compliance Dept. – Consumer Responses
delivered with theincorrect color and name inscription. You mention you were advised the account would be refunded andthe correct item would be shipped at no cost. The account was not credited and after speaking to arepresentative who advised the issue would be corrected, the account was not corrected and a late fee wascharged. You state you have spoken to Pottery Barn multiple times and nothing has been corrected. Youstate you were advised you would not get a late fee while the account was in dispute; however, a secondlate fee was charged. You are requesting the late fees be removed and for the balance to be zero.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 ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.Please note Comenity Bank and Pottery Barn are two separate entities. The Bank issues and is responsiblefor addressing questions related to your credit card account. Pottery Barn is responsible for handlingmatters related to sales, merchandise processing, returns and shipping.Please be assured Pottery Barn has credited the account for the merchandise, and we have credited theassociated Bank fees. Your account balance is zero as of February 15, 2018. We appreciate your patiencewhile we resolved this matter.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at (800) 820-8932.Sincerely,Nicole F
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Bergner’s credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence, you...
received a late fee of $33.00. You called the Bank to inquire about the fee, and were advised that your payment was $2.00 less than the required minimum payment due. You further state that you had called the previous month regarding a late fee, and it was removed. During that call, you were advised that your minimum payment would be $27.00. You made a payment of $30.00, yet the account was still assessed a late fee. You are requesting to have the late fee removed from your account. Bank records indicate your payment due date is the 21st of every month. The Bergner’s account is a regular revolving account, which means that if there is a balance, a minimum payment is required each billing period. 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. A billing statement was issued to you on January 26, 2017, with a balance of $903.05 and a minimum payment of $32.00 due on February 21, 2017. A payment of $30.00 was received on February 23, 2017. As this payment was less than the minimum required amount, and was received after the due date, a late fee of $27.00 was assessed to the account in accordance with the Credit Card Agreement. A billing statement was issued to you on February 23, 2017, with a balance of $917.91 and a minimum payment of $33.00 due on March 21, 2017. A late fee credit of $27.00, and a partial finance charge credit of $.11, were issued on March 3, 2017. A payment of $30.00 was received on March 21, 2017. As this payment was less than the minimum required amount, a late fee of $33.00 was assessed to the account in accordance with the Credit Card Agreement. A billing statement was issued to you on March 26, 2017, with a balance of $913.43 and a minimum payment of $32.00 due on April 21, 2017. A payment of $40.00 was received on March 15, 2017. At this time, your account is current. Due to a late fee credit that was issued to the account on March 3, 2017, your account is not eligible to have an additional late fee credited. 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. 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, Rosa M[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]
January 23, 2017[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the EXPRESS NEXT credit card. We are here to answer your questions and assist with your concerns.We understand the concerns as noted in the correspondence, regarding charges billed to your account for Account Assure. We apologize for any inconvenience this matter may have caused you.Account Assure is an optional product that is offered to our customers. Our records indicate that you elected to be enrolled into Account Assure on October 17, 2013, when you called to confirm the receipt of your EXPRESS NEXT credit card. During the conversation, you were provided with details regarding Account Assure and to confirm your acceptance of Account Assure, your full account number, name, and address were verified.On December 30, 2016 your Account Assure enrollment was cancelled. Please be assured that a credit of $208.37 was applied to your account to credit the remainder all of the Account Assure premiums you were charged since your enrollment. In addition, a credit for $4.60 was issued to your account for finance charges. These adjustments will appear on your next two billing statements.We hope the information provided is helpful. Should you have any additional questions or concerns regarding this letter, please contact me at [redacted]. I would be happy to assist you.Sincerely,[redacted]
[redacted]
[redacted]
I never received those billing statement!!!!! How am I suppose to pay something where I did NOT recoeve a bill? Take off the last six billing fees an interest and I will be more than happy to pay.
Regards,
[redacted]
Dear Nicole Mckelvin:Comenity Bank (Bank) has received your additional correspondence regarding the abovereferenced matter. We are here to answer your questions and assist with your concerns.In your additional correspondence you indicate that you continue to receive telephone calls fromComenity Bank regarding a matter not related to you. The calls placed to the telephone numberwere attempts by us to contact one of our customers regarding a business matter.We apologize for the inconvenience this may have caused. You should no longer be receivingphone calls regarding this matter as we have marked the telephone number ending in [redacted] with“Do Not Call” instructions.If you receive calls from us on a different telephone number regarding a matter not related to you,please contact us at [redacted] to update our records.Sincerely,Alyson F[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted]We received your complaint from the Revdex.com, regarding your NEW YORK & Companycredit card account. Comenity Bank issues NEW YORK & Company credit card accounts, and we respondto all account-related questions. Your complaint was forwarded to my attention, and I...
appreciate theopportunity to assist you.We understand from your complaint that you had three late fees payments to the account. You requestedcredit for the late fess previously, and you were told we issued a $16.00 credit back in November 2015, andthat you have to wait 18 months to ask for another fee credit. You have carried the card for five years andnow can’t get help with having one late fee of $35.00 removed. Furthermore, you are now requesting weat least issue credit for the three late charges so that you can move forward with paying your bill in peace.We sincerely apologize for any frustration you may have experienced as a result of this matter.Please be assured we have reviewed the account, and we are happy to explain our findings below.Our records indicate that your payment due date occurs on the 10th of each month. Please understand,when payments are not received, are received after the due date, or are made for less than the minimumrequired, the account will be assessed a late fee and finance charge, as explained in the Credit CardAgreement (CCA). We have included a copy for your review and records.As the minimum payment for the months of March, April, and November 2015, were not received by therespective due date(s) on your NEW YORK & Company account; late fees were assessed to the account.Although there were no Bank errors, in the interest of customer service, we issued credit of $16.00 onNovember 30, 2015. We appreciate your loyalty in being a customer for several years. However, ourinvestigation indicates the late fees are valid. We are unwilling to issue credit for any additional late feesat this time. As of the date of this letter, the NEW YORK & Company credit card account has a balance in the amountof $864.50. The minimum amount due is $50.00 by May 10, 2016.We hope you find this information to be helpful. Should you have any further questions, please contact medirectly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Diamond L[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]
Dear [redacted]: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]
Dear [redacted] I am writing in response to your letter from April 6, 2016 and I was told by a community bank associate. When I called on April 1, 2016 and they advisedto send a letter requesing the removal o account. Since it was removed from my Transunion credit report back in May 26,2015 which your company reported to remove to only transunion. How can it be removed one one credit report and remain on the other two. Please check your files for the removed with Transunion the original dispute complaint was on April 27, 2015 and removed from my report May 26, 2015. Please see the attachment. Thank you. [redacted]
Dear Ms [redacted],We received your complaint, addressed to the Revdex.com, regarding the accounts referencedabove. Comenity Bank issues the above-referenced credit wrd accounts. and we are here to assist you withall account-related questions. I appreciate the opportunity to respond to...
your concerns.We understand from your complaint that both you and your husband are ill and would no longer like to receivecalls from Comenity Bank.We are sorry to hear about you and your husband's recent health issues, and we appreciate the opportunity toassist you. We have reviewed the accounts and we are happy to share our findings.When the Bands records show an account as delinquent the Bank will make attempts to contact you regardingthe status of the account. Many times a pavment is overlooked by the customer. and a reminder call is helpful to brlng the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenily Bank may call you until our attempt to communication is successful.Per your request, we have updated the telephone numbers on your accounts, to ensure that you no longerreceive telephone calls from Comenity Bank. However, the Bank may contact you by mail, or service of courtfiling, which would be in compliance with state and federal law.Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer CreditCounseiing Service (CCCS) organization for assistance. Their programs can provide options such as reducingthe interest rate and the minimum payment requirement, and could include all of your creditors. ComenityBank supports and participates in the programs provided by CCCS agencies Should you wish to obtaininformation regarding their programs and for a member agency located near you, please contact the NationalFoundation for Credit Counseling at ###-###-####.We hope you find this information helpful If you have any questions, or need additional assistance, please donot hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/tTTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank previously issued the Gander Mountain Mastercard credit card. We are here to answer your questions and assist with your concerns.Your correspondence indicates you purchased a Fat Boy Junior...
gun safe from Gander Mountain on March 19, 2017, and you were told there was no time limit to pick it up. When you went to pick up the purchase on August 7, 2017, the manager said it was sent to the liquidator but you would receive a new gun safe or would receive your money back. You have contacted the store and Gander Mountain customer service many times and have not received this purchase or a refund check. You have disputed the purchase with the Bank and sent additional information that was requested but you have not received a response.We received your dispute on December 11, 2017, in the amount of $1,547.74 for purchase of a gun safe on March 19, 2017. Please be assured our dispute resolution team is currently working to resolve your dispute. Please also be aware, dispute investigations may take up to 90 days to complete. Upon completion of our investigation, we will notify you of our findings by mail. We appreciate your patience while we conduct our investigation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact customer care at the phone number on the back of your credit card or billing statement.Sincerely,Alesa C[redacted]Compliance Dept. – Consumer Responsescc: Illinois Attorney GeneralRevdex.com
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the OLD PUEBLO TRADERS® credit card. We are here to answer your questions and assist with your concerns. You state in May 2016 you ordered...
three pairs of shoes from Old Pueblo Traders, and you were talked in to joining a rewards club, which you were told that you could cancel any time. Although you paid the first one on June 28, 2016, and you wrote cancel above the bill that you sent back, you continued to receive monthly billing statements. You further state that each time you received a statement, you called and told them to cancel. You are requesting this be cancelled, and for no further bills to be sent. We sincerely apologize for any inconvenience or frustration this matter may have caused you. We have reviewed your account, and we are happy to share our findings. Please note that Old Pueblo Traders, and Comenity Bank are separate entities. The Bank issues and is responsible for addressing questions related to OLD PUEBLO TRADERS® credit card accounts. Old Pueblo Traders is responsible for handling matters related to sales, merchandise processing, returns and shipping. Old Pueblo Traders VIP Plus program is an optional service offered through Old Pueblo Traders. This program offers a special introductory price of $1.99 for the first 30 days, and if the customer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the account each month. Cancellation may be made at any time with no further obligation. Our records indicate that the above-referenced account was charged for two Old Pueblo Traders VIP Plus membership fees at $14.97 each and one introductory charge of $1.99. On August 2, 2016, the Old Pueblo Traders VIP Plus membership was cancelled, and two credits of $14.97 each posted to the account on August 30, 2016. On December 21, 2016, an additional credit of $1.99 was issued to remove the introductory charge. In the interest of customer service, the Bank has issued additional credits totaling $56.94 to remove the previously assessed late fees and finance charges. Because the credits result in a credit balance of $16.96, we are issuing a refund check of $16.96 to you. Please allow 14 business days to receive the refund check, as it is being send in a separate mailing. Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter. Although the Old Pueblo Traders VIP Plus program has been cancelled, the above-referenced credit card account is open. If you are requesting to have the above-referenced account cancelled, please contact me at the telephone number listed below. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely,
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 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]
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]