I am demanding that all communication from Comenity Bank cease immediately.On Friday, January 20, 2017 my son returned a Comenity "message" on my phone instructingthe rep to have a letter sent to me indicating what they think I still owe. I also requested thisduring another call back to them. As of this date, nothing has been received. I doubt anything Isay is being entered in their computers.I've enclosed statements and emails from Comenity showing my payments. Theirconstant calls which tell me nothing are affecting my health; I will be 80 years old in June. I'veasked reps when they call "why are you still calling me?". One, [redacted], exclaimed "I don't know,you have no balance." This same answer was given to me by another rep on a different call.I owe nothing to Comenity. If Comenity feels otherwise, they have five days to provideevidence of any debt.Due to the harassing phone calls affecting my state of health, this letter is being copiedto those listed below.[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Pier 1 Rewards credit card. We are here to answer yourquestions and assist with your concerns.We received your correspondence, submitted to the Revdex.com, on behalf of...
LorraineJ. Fromm, regarding the merchandise return in January 2017. You stated that you have submittedproof of the return to the Bank. You continually receive statements and this is effecting the creditfile and the account has been sent to collection agency. You are requesting that the account iszeroed out due to this matter.Please be advised that as you are not the primary account holder for this account, the Bank isu nable to make adjustments to this account.In regard to the previous dispute regarding this returned merchandise, the Bank sent a letter directly to [redacted], the primary account holder regarding this matter.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Renee S[redacted] Compliance Dept. – Consumer Responses
Dear Revdex.com,Comenity Bank received the complaint for [redacted]. In order to properly research this complaint, we require additional time to complete our investigation. We would like a due date extension. Please let me know if this extension is not approved. Thank you,[redacted]...
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assistwith your concerns.We understand from your correspondence, submitted to the Revdex.com, that you...
receiveda call from the Bank advising you that the account was charged off and the full balance was due. Youexplained you do not have the full balance and the representative advised we would need a paymentof $200.00 a month. You advised the representative that you could not afford to pay $200.00 a month.Additionally, you state that the Bank has contacted your parents and you previously requested thenumber be removed. You explain that the Bank representative said we have not called that number.You state the Bank is dishonest and rude. You are requesting to pay the debt with what you can afford.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversations. We apologize if you felt you did not receive the best customer service. We never intendto treat our customers in a less-than-satisfactory manner. We are committed to providing the bestcustomer service and are disappointed when a customer feels this standard was not met.After a review of the account, our records indicate that you were enrolled in our 12-month HardshipProgram on July 6, 2017. Terms of the program state that you will make all monthly minimum paymentsrequired for the next 12 months. If you miss two consecutive or three total payments, the account willbe removed from the Hardship Program and will revert back to the original terms disclosed in yourCredit Card Agreement.Unfortunately, payment was not received in August, and November 2017, and January 2018. As aresult, the account was removed from the Hardship Program and a letter of explanation was sent toyou. We have enclosed a copy of the enrollment and termination letters for your records.On January 22, 2018, the account was closed and written off with a balance of $2,073.54. The accounthas been assigned to our In-House Recovery Pool. You may contact them by calling (800) 695-7444to discuss suitable payment options.Regarding the call(s) placed to your parents; when the Bank has been unable to reach our customer,we will utilize various resources to obtain contact information where the customer may be reached.Please provide us the phone number to which calls are being made so we can update our records tostop the calls.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Renee S[redacted]Compliance Dept. – Consumer Responses
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11996463, and find the resolution...
is satisfactory to me.
Regards,
Pearlie G[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]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the VICTORIA’S SECRET credit card. We are here to answer your questions and assist with your concerns. We understand from your additional complaint that as of December 15, 2016, the online system indicates that the account is past due. Additionally, you received a letter stating that the account is suspended for three months, you request this be removed. I am happy to share my findings. Please be advised the systemic letter dated November 20, 2016, was sent after the second payment was returned within 90 days. This letter states that the account is suspended for further purchases, until payments are brought current and maintained with three consecutive on-time payments. On December 1, 2016, as a courtesy when the return fee was removed, so was this status. You may use the account for purchases at this time. Our records indicate that your payment due date is the 16th of each month. The account was showing past due on the Account Center website due to the payment made on November 16, 2016, was returned on November 18, 2016. There was no additional payment made for this billing cycle to rectify this matter. Additionally, the account did receive a payment on December 16, 2016, online of $30.00 and your retail payment of $17.00. 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,
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
THANK YOU!
Regards, [redacted]
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referencedaccount. Comenity Bank issues Roaman’s credit card accounts. We are here to answer yourquestions and assist with your concerns.We understand from your complaint that you made an order with Roaman’s in...
which you returnedthe merchandise. You contacted Roaman’s and confirmed that the items were returned within the30 day return period. Then you received a bill for $212.48 for postage. You are requesting to notbe contacted any further and to have this removed from your credit report.Please understand that Comenity Bank and Roaman’s are two separate entities. Comenity Bankis responsible for addressing questions related to your credit card account, while Roaman’s is responsible for handling matters related to sales, merchandise processing, returns, and shipping.When ordering merchandise by mail, you generally will be charged for shipping and handling aswell as the cost of the merchandise. If merchandise is returned within 90 days, Roaman’s willrefund the cost of the merchandise; however, shipping and handling charges are not refundable.Additionally, if you use the Customer Return Label (CRL), for your return, Roaman’s will chargeyour account for the cost of the label.After a review of your account; a purchase in the amount of $40.81 was applied to your accounton September 14, 2015. A return credit was applied to your account on October 09, 2015, in theamount of $32.22 which was less the shipping and handling fee. As the CRL was used, theamount of $7.50 was charged on October 09, 2015, as well.On October 22, 2015, a statement was issued which reflected the return credit and CRL charge.The new balance was $18.09, and a payment of $18.09 was due by November 17, 2015.Subsequent billing statements were issued each month; however, no payment was received.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 explained in the Credit Card Agreement.On February 08, 2016, you contacted the Bank and advised that you were receiving billing statements, but your order was returned. You further stated that you contacted Roaman’s and they confirmed the return was received and credited. Roaman’s also advised you they charged you for shipping and handling and the return label. The representative advised you of the balance and explained that no payment was received, which resulted in the account being assessed late fees. At this point you advised the representative that you wouldn’t be paying.As the account exceeded six consecutive billings past due, the account was closed, written-off by the Bank, and reported as an unpaid debt. The account was sold to Midland Credit Management. If you have any further questions about the debt, please contact them directly 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,Diamond L[redacted]
I find it interesting that all of the representatives, including [redacted] stated the changes started in March, when in fact they started in January according to the statement that was attached. Very convenient this was the only statement I had received in several months prior to my purchase. I did read "the fine print" stated at the bottom of the statement. Again, changes in policy should be sent as a separate e-mail or notice that this is the only piece of information. I, like most of the continued customers would only look at the statement balance. Why would I bother reading the points information if I'm paying my bill. I believe this falls under unfair business practices, while it may be legal, you will be losing a paying customer and will discourage any of my colleagues from shopping with RH and especially from establishing a relationship with comenity bank. [redacted], you'll notice my account was paid off on 5/28. I would like to close it.Regards,
[redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer your questions. The complaint was forwarded to my attention, and I appreciate the...
opportunity to address your concerns.We understand the concerns expressed in the complaint regarding the negative information reporting to your credit file, and the request to have this information removed as you are trying to refinance your house. You were originally not aware of this account until you were contacted by the Bank in which you paid the balance and requested the account to be closed. You sent a letter in May 2016 asking the Bank to remove the August and September 2015 delinquencies from your credit file. Your wife also recently spoke to the Bank and was advised that you could call and make the request. You called and were advised that the Bank would not be willing to make the changes. You state that you have been given conflicting information, and it is your hope that we remove the late payments so you can move forward with the refinance.The Bank previously received your written request to remove the delinquencies; however, we were not asked to close the account. A response was sent to you on June 2, 2016, which indicated that the information reported was accurate.Please be assured however, that we reviewed the applicable telephone calls, and we found that you and your wife were provided with incorrect information. It is never the Bank’s intention to cause a customer a hardship. We sincerely apologize for the frustration and inconvenience you experienced because of this matter. We can assure you that the Bank has taken the necessary steps to coach the associates.In the interest of customer service, we have sent notification to the national credit-reporting agencies with instructions to delete the August and September 2015 late payments from your credit file. Please allow the credit-reporting agencies 45 days to update their records.Additionally, we have closed the account as requested.We hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
The fact that I called when I had not received my December 2017 statement should be taken into account. When I did call the credit card's customer service 800 number and I was told no "payment due at this time". Because of that, I waited to pay my bill. At the very least, Comenity Bank could offer to split the $27.00 late fee with me. But it seems this bank has very poor customer service which is why I decided to close my account.
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]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]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns.Your correspondence states that the account was assessed late fees for the...
months of May and June 2017. You contacted the Bank regarding the late fees and were advised they would be waived; however, they have not been. You are requesting that the late fees be waived as promised.I have reviewed the concerns noted in your correspondence and would like to provide you with the following information.We attempted to locate the applicable telephone conversations for the months noted above; however, we were unsuccessful.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement.Bank records indicate that on April 17, 2017, a statement was issued indicating a balance of $335.51 with a minimum payment of $27.00 due by May 13, 2017. The Bank received a payment of $100.00 on May 16, 2017. As a result of the payment being credited after the due date, a late fee and finance charge were assessed to your account.Bank records further indicate that on May 18, 2017, a statement was issued indicating a balance of $275.30 with a minimum payment of $27.00 due by June 13, 2017. The Bank received a payment of $100.00 on June 14, 2017. As a result of the payment being credited after the due date, a late fee and finance charge were assessed to your account.Comenity Bank has not found any billing errors and we are unwilling to waive any fees as they are valid.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 through the Bank’s online Account Center before 8:00 p.m.Eastern Time (ET) will be credited to your account on the same day, unless you select a date inthe future. Online payments submitted after 8:00 p.m. ET will be credited the following day (or ona future scheduled payment date).Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing up to 10 days 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. Please review the payments section on the back of yourstatement for additional information.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 8:00 p.m. ET to speak to a customer care representative. Afee may apply to same-day, expedited payments made with the representative.The above information and more can be found by visiting:http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenter.I hope you found this information to be helpful. If you have any further questions or concerns,please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
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 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 [redacted],Comenity Capital Bank received the complaint for 11901378. We also received this consumer's CFPB complaint, in order to properly research this complaint, we require additional time to complete our investigation. We would like a due date extension. Please let me know...
if this extension is not approved. [redacted]Office: ###-###-####ref:_00D50JV5F._50050rP0JM:ref
Dear [redacted]:
We received the inquiry you sent to the Revdex.com (Revdex.com), regarding the above-noted account. Your inquiry was forwarded to Comenity Bank. Comenity Bank issues the Younkers credit card, and we are here to help answer your account-related questions. I appreciate...
the opportunity to assist you with your concerns.
We understand from your correspondence to the Revdex.com that you were assessed a late fee of $37.00 after making two payments of $40.00 on May 26, 2016, and June 9, 2016. You believe these two payments should have covered the minimum payment of $49.00 which was due by June 21, 2016.
We understand your concerns and would like to provide you with the following information. On April 25, 2016, Comenity Bank generated a statement showing a balance of $1,473.74, with a minimum payment of $57.00 due by May 21, 2016. Our records reflect three payments of $40.00 each were received within this billing cycle on April 28, 2016, May 12, 2016, and May 26, 2016.
On May 26, 2016, the Bank generated a new statement reflecting a balance of $1,384.35, with a minimum payment of $49.00 due by June 21, 2016. Bank records indicate we received the following payments; $40.00 on June 9, 2016, and $40.00 on June 23, 2016. Since the full amount of $49.00 was not received by the June 21, 2016, due date, your Younkers account was assessed a late fee of $37.00.
Please understand that you are required to pay at least the minimum due indicated on your statement each month. Any amount paid in excess of the minimum due will be credited to your balance for the billing period in which that payment is received. Additionally, 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. Enclosed are copies of your billing statements for April through July 2016.
You are a valued customer and we appreciate your business. Please be assured, as a courtesy, we have credited the late fee of $37.00.
We appreciate your continued patronage with Younkers and hope you find this information helpful. If you have any further questions about this account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.
Dear [redacted]We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. As the bank that issues VICTORIA’S SECRET credit card accounts, we are here to assist you with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.Your complaint states that you have received statements by email and that you did pay the bill in full in September. You contend that no statement was received for October and you discovered the late fees and finance charges after logging into your account online. At this point you began communication and state that you were told these would be removed. After two weeks, only one fee was credited. After the back and forth, you ended up being charged four late fees which you deem as being false and you want them removed.As previously communicated on November 10, 2016, the payment of $77.05 was made on September 2, 2016, and past the payment due date of September 1, 2016; as such, the account was assessed a late fee. The following payment of $25.00 was due on October 1, 2016, and remained unpaid. Therefore, the account was assessed a late fee. An additional payment of $30.00 became due on November 1, 2016. As payment was not made, the account was assessed a late fee.On October 10, 2016, the Bank agreed to remove one late fee of $25.00, as a courtesy. There were no further agreement(s) to remove two late fees. Please be advised that our position remains unchanged.In addition, we researched your concerns regarding the statements. Please be advised, Bank records indicate that you cancelled the paperless statement option as of June 1, 2012, and the statements from July to present have been sent to your physical address by U.S. Mail. Although, you are not enrolled in paperless statements, the Bank does send emails to the email that was provided by the customer letting the customer know that the statement is ready to be reviewed on the Bank’s Account Center. However, this email is not a statement ready email with regards to paperless statements. We apologize for any confusion this may have caused you.I hope you find this information to be helpful. Should you have any further questions, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
I am demanding that all communication from Comenity Bank cease immediately.On Friday, January 20, 2017 my son returned a Comenity "message" on my phone instructingthe rep to have a letter sent to me indicating what they think I still owe. I also requested thisduring another call back to them. As of this date, nothing has been received. I doubt anything Isay is being entered in their computers.I've enclosed statements and emails from Comenity showing my payments. Theirconstant calls which tell me nothing are affecting my health; I will be 80 years old in June. I'veasked reps when they call "why are you still calling me?". One, [redacted], exclaimed "I don't know,you have no balance." This same answer was given to me by another rep on a different call.I owe nothing to Comenity. If Comenity feels otherwise, they have five days to provideevidence of any debt.Due to the harassing phone calls affecting my state of health, this letter is being copiedto those listed below.[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Pier 1 Rewards credit card. We are here to answer yourquestions and assist with your concerns.We received your correspondence, submitted to the Revdex.com, on behalf of...
LorraineJ. Fromm, regarding the merchandise return in January 2017. You stated that you have submittedproof of the return to the Bank. You continually receive statements and this is effecting the creditfile and the account has been sent to collection agency. You are requesting that the account iszeroed out due to this matter.Please be advised that as you are not the primary account holder for this account, the Bank isu nable to make adjustments to this account.In regard to the previous dispute regarding this returned merchandise, the Bank sent a letter directly to [redacted], the primary account holder regarding this matter.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Renee S[redacted] Compliance Dept. – Consumer Responses
Dear Revdex.com,Comenity Bank received the complaint for [redacted]. In order to properly research this complaint, we require additional time to complete our investigation. We would like a due date extension. Please let me know if this extension is not approved. Thank you,[redacted]...
[redacted]Office: ###-###-####[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assistwith your concerns.We understand from your correspondence, submitted to the Revdex.com, that you...
receiveda call from the Bank advising you that the account was charged off and the full balance was due. Youexplained you do not have the full balance and the representative advised we would need a paymentof $200.00 a month. You advised the representative that you could not afford to pay $200.00 a month.Additionally, you state that the Bank has contacted your parents and you previously requested thenumber be removed. You explain that the Bank representative said we have not called that number.You state the Bank is dishonest and rude. You are requesting to pay the debt with what you can afford.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversations. We apologize if you felt you did not receive the best customer service. We never intendto treat our customers in a less-than-satisfactory manner. We are committed to providing the bestcustomer service and are disappointed when a customer feels this standard was not met.After a review of the account, our records indicate that you were enrolled in our 12-month HardshipProgram on July 6, 2017. Terms of the program state that you will make all monthly minimum paymentsrequired for the next 12 months. If you miss two consecutive or three total payments, the account willbe removed from the Hardship Program and will revert back to the original terms disclosed in yourCredit Card Agreement.Unfortunately, payment was not received in August, and November 2017, and January 2018. As aresult, the account was removed from the Hardship Program and a letter of explanation was sent toyou. We have enclosed a copy of the enrollment and termination letters for your records.On January 22, 2018, the account was closed and written off with a balance of $2,073.54. The accounthas been assigned to our In-House Recovery Pool. You may contact them by calling (800) 695-7444to discuss suitable payment options.Regarding the call(s) placed to your parents; when the Bank has been unable to reach our customer,we will utilize various resources to obtain contact information where the customer may be reached.Please provide us the phone number to which calls are being made so we can update our records tostop the calls.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Renee S[redacted]Compliance Dept. – Consumer Responses
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11996463, and find the resolution...
is satisfactory to me.
Regards,
Pearlie G[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]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the VICTORIA’S SECRET credit card. We are here to answer your questions and assist with your concerns. We understand from your additional complaint that as of December 15, 2016, the online system indicates that the account is past due. Additionally, you received a letter stating that the account is suspended for three months, you request this be removed. I am happy to share my findings. Please be advised the systemic letter dated November 20, 2016, was sent after the second payment was returned within 90 days. This letter states that the account is suspended for further purchases, until payments are brought current and maintained with three consecutive on-time payments. On December 1, 2016, as a courtesy when the return fee was removed, so was this status. You may use the account for purchases at this time. Our records indicate that your payment due date is the 16th of each month. The account was showing past due on the Account Center website due to the payment made on November 16, 2016, was returned on November 18, 2016. There was no additional payment made for this billing cycle to rectify this matter. Additionally, the account did receive a payment on December 16, 2016, online of $30.00 and your retail payment of $17.00. 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,
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
THANK YOU!
Regards, [redacted]
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referencedaccount. Comenity Bank issues Roaman’s credit card accounts. We are here to answer yourquestions and assist with your concerns.We understand from your complaint that you made an order with Roaman’s in...
which you returnedthe merchandise. You contacted Roaman’s and confirmed that the items were returned within the30 day return period. Then you received a bill for $212.48 for postage. You are requesting to notbe contacted any further and to have this removed from your credit report.Please understand that Comenity Bank and Roaman’s are two separate entities. Comenity Bankis responsible for addressing questions related to your credit card account, while Roaman’s is responsible for handling matters related to sales, merchandise processing, returns, and shipping.When ordering merchandise by mail, you generally will be charged for shipping and handling aswell as the cost of the merchandise. If merchandise is returned within 90 days, Roaman’s willrefund the cost of the merchandise; however, shipping and handling charges are not refundable.Additionally, if you use the Customer Return Label (CRL), for your return, Roaman’s will chargeyour account for the cost of the label.After a review of your account; a purchase in the amount of $40.81 was applied to your accounton September 14, 2015. A return credit was applied to your account on October 09, 2015, in theamount of $32.22 which was less the shipping and handling fee. As the CRL was used, theamount of $7.50 was charged on October 09, 2015, as well.On October 22, 2015, a statement was issued which reflected the return credit and CRL charge.The new balance was $18.09, and a payment of $18.09 was due by November 17, 2015.Subsequent billing statements were issued each month; however, no payment was received.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 explained in the Credit Card Agreement.On February 08, 2016, you contacted the Bank and advised that you were receiving billing statements, but your order was returned. You further stated that you contacted Roaman’s and they confirmed the return was received and credited. Roaman’s also advised you they charged you for shipping and handling and the return label. The representative advised you of the balance and explained that no payment was received, which resulted in the account being assessed late fees. At this point you advised the representative that you wouldn’t be paying.As the account exceeded six consecutive billings past due, the account was closed, written-off by the Bank, and reported as an unpaid debt. The account was sold to Midland Credit Management. If you have any further questions about the debt, please contact them directly 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,Diamond L[redacted]
I find it interesting that all of the representatives, including [redacted] stated the changes started in March, when in fact they started in January according to the statement that was attached. Very convenient this was the only statement I had received in several months prior to my purchase. I did read "the fine print" stated at the bottom of the statement. Again, changes in policy should be sent as a separate e-mail or notice that this is the only piece of information. I, like most of the continued customers would only look at the statement balance. Why would I bother reading the points information if I'm paying my bill. I believe this falls under unfair business practices, while it may be legal, you will be losing a paying customer and will discourage any of my colleagues from shopping with RH and especially from establishing a relationship with comenity bank. [redacted], you'll notice my account was paid off on 5/28. I would like to close it.Regards,
[redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer your questions. The complaint was forwarded to my attention, and I appreciate the...
opportunity to address your concerns.We understand the concerns expressed in the complaint regarding the negative information reporting to your credit file, and the request to have this information removed as you are trying to refinance your house. You were originally not aware of this account until you were contacted by the Bank in which you paid the balance and requested the account to be closed. You sent a letter in May 2016 asking the Bank to remove the August and September 2015 delinquencies from your credit file. Your wife also recently spoke to the Bank and was advised that you could call and make the request. You called and were advised that the Bank would not be willing to make the changes. You state that you have been given conflicting information, and it is your hope that we remove the late payments so you can move forward with the refinance.The Bank previously received your written request to remove the delinquencies; however, we were not asked to close the account. A response was sent to you on June 2, 2016, which indicated that the information reported was accurate.Please be assured however, that we reviewed the applicable telephone calls, and we found that you and your wife were provided with incorrect information. It is never the Bank’s intention to cause a customer a hardship. We sincerely apologize for the frustration and inconvenience you experienced because of this matter. We can assure you that the Bank has taken the necessary steps to coach the associates.In the interest of customer service, we have sent notification to the national credit-reporting agencies with instructions to delete the August and September 2015 late payments from your credit file. Please allow the credit-reporting agencies 45 days to update their records.Additionally, we have closed the account as requested.We hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
The fact that I called when I had not received my December 2017 statement should be taken into account. When I did call the credit card's customer service 800 number and I was told no "payment due at this time". Because of that, I waited to pay my bill. At the very least, Comenity Bank could offer to split the $27.00 late fee with me. But it seems this bank has very poor customer service which is why I decided to close my account.
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]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]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns.Your correspondence states that the account was assessed late fees for the...
months of May and June 2017. You contacted the Bank regarding the late fees and were advised they would be waived; however, they have not been. You are requesting that the late fees be waived as promised.I have reviewed the concerns noted in your correspondence and would like to provide you with the following information.We attempted to locate the applicable telephone conversations for the months noted above; however, we were unsuccessful.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement.Bank records indicate that on April 17, 2017, a statement was issued indicating a balance of $335.51 with a minimum payment of $27.00 due by May 13, 2017. The Bank received a payment of $100.00 on May 16, 2017. As a result of the payment being credited after the due date, a late fee and finance charge were assessed to your account.Bank records further indicate that on May 18, 2017, a statement was issued indicating a balance of $275.30 with a minimum payment of $27.00 due by June 13, 2017. The Bank received a payment of $100.00 on June 14, 2017. As a result of the payment being credited after the due date, a late fee and finance charge were assessed to your account.Comenity Bank has not found any billing errors and we are unwilling to waive any fees as they are valid.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 through the Bank’s online Account Center before 8:00 p.m.Eastern Time (ET) will be credited to your account on the same day, unless you select a date inthe future. Online payments submitted after 8:00 p.m. ET will be credited the following day (or ona future scheduled payment date).Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing up to 10 days 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. Please review the payments section on the back of yourstatement for additional information.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 8:00 p.m. ET to speak to a customer care representative. Afee may apply to same-day, expedited payments made with the representative.The above information and more can be found by visiting:http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenter.I hope you found this information to be helpful. If you have any further questions or concerns,please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
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 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 [redacted],Comenity Capital Bank received the complaint for 11901378. We also received this consumer's CFPB complaint, in order to properly research this complaint, we require additional time to complete our investigation. We would like a due date extension. Please let me know...
if this extension is not approved. [redacted]Office: ###-###-####ref:_00D50JV5F._50050rP0JM:ref
Dear [redacted]:
We received the inquiry you sent to the Revdex.com (Revdex.com), regarding the above-noted account. Your inquiry was forwarded to Comenity Bank. Comenity Bank issues the Younkers credit card, and we are here to help answer your account-related questions. I appreciate...
the opportunity to assist you with your concerns.
We understand from your correspondence to the Revdex.com that you were assessed a late fee of $37.00 after making two payments of $40.00 on May 26, 2016, and June 9, 2016. You believe these two payments should have covered the minimum payment of $49.00 which was due by June 21, 2016.
We understand your concerns and would like to provide you with the following information. On April 25, 2016, Comenity Bank generated a statement showing a balance of $1,473.74, with a minimum payment of $57.00 due by May 21, 2016. Our records reflect three payments of $40.00 each were received within this billing cycle on April 28, 2016, May 12, 2016, and May 26, 2016.
On May 26, 2016, the Bank generated a new statement reflecting a balance of $1,384.35, with a minimum payment of $49.00 due by June 21, 2016. Bank records indicate we received the following payments; $40.00 on June 9, 2016, and $40.00 on June 23, 2016. Since the full amount of $49.00 was not received by the June 21, 2016, due date, your Younkers account was assessed a late fee of $37.00.
Please understand that you are required to pay at least the minimum due indicated on your statement each month. Any amount paid in excess of the minimum due will be credited to your balance for the billing period in which that payment is received. Additionally, 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. Enclosed are copies of your billing statements for April through July 2016.
You are a valued customer and we appreciate your business. Please be assured, as a courtesy, we have credited the late fee of $37.00.
We appreciate your continued patronage with Younkers and hope you find this information helpful. If you have any further questions about this account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.
Sincerely,
Jack C[redacted]
Dear [redacted]We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. As the bank that issues VICTORIA’S SECRET credit card accounts, we are here to assist you with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.Your complaint states that you have received statements by email and that you did pay the bill in full in September. You contend that no statement was received for October and you discovered the late fees and finance charges after logging into your account online. At this point you began communication and state that you were told these would be removed. After two weeks, only one fee was credited. After the back and forth, you ended up being charged four late fees which you deem as being false and you want them removed.As previously communicated on November 10, 2016, the payment of $77.05 was made on September 2, 2016, and past the payment due date of September 1, 2016; as such, the account was assessed a late fee. The following payment of $25.00 was due on October 1, 2016, and remained unpaid. Therefore, the account was assessed a late fee. An additional payment of $30.00 became due on November 1, 2016. As payment was not made, the account was assessed a late fee.On October 10, 2016, the Bank agreed to remove one late fee of $25.00, as a courtesy. There were no further agreement(s) to remove two late fees. Please be advised that our position remains unchanged.In addition, we researched your concerns regarding the statements. Please be advised, Bank records indicate that you cancelled the paperless statement option as of June 1, 2012, and the statements from July to present have been sent to your physical address by U.S. Mail. Although, you are not enrolled in paperless statements, the Bank does send emails to the email that was provided by the customer letting the customer know that the statement is ready to be reviewed on the Bank’s Account Center. However, this email is not a statement ready email with regards to paperless statements. We apologize for any confusion this may have caused you.I hope you find this information to be helpful. Should you have any further questions, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]