February 10, 2017 [redacted] RE: Unwanted Calls Revdex.com Complaint ID #11977219 Dear Cheri P[redacted]: Comenity Bank (Bank) has received your correspondence. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please refer to the previous letter sent February 9, 2017. We understand that you do not believe adding “do not call’ on the telephone number ending in 9951 will resolve this matter. Please understand that the account that your phone number was applied to cannot be deleted from our database. As stated in the previous letter the calls placed to the telephone number were attempts to contact one of our customers regarding a business matter. We will no longer be making calls to the telephone number ending in 9951. 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, [redacted]
We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues ASHLEY STEWART® credit card accounts, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention,...
and I appreciate the opportunity to assist you with your concerns. You state that you spoke with a supervisor on August 15, 2016, who told you that a late fee of $27.00 would be credited to your account; however, the late fee has not been removed. You further state that later you emailed the Bank regarding the late fee, and you were told that the late fee could not be removed. You are requesting to have the late fee removed from your account. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account may be assessed a late fee and finance charge, pursuant to the terms and conditions of the Credit Card Agreement. On August 15, 2016, you spoke with a representative of the Bank, and on this day, the representative you spoke with stated that a credit of $27.00 for a late fee, and a credit of $2.00 for a finance charge would be issued to the account; however, the account was inadvertently only credited for the finance charge. Please be assured, on August 27, 2016, a credit of $27.00 posted to the account, to remove the previously assessed late fee. On August 30, 2016, a payment of $75.82 posted to your account. As of today’s date, your account balance is zero. Based upon your complaint, the Bank reviewed the applicable phone and email conversations. Calls and correspondence of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at 1-800-675-5685, ext. [redacted] (TDD/TTY 1-800-695-1788). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted]
We received your complaint, submitted to theRevdex.com, regarding the above-referenced accounts. Comenity Bank issues The Buckle andVictoria’s Secret/PINK credit card accounts, and we are here to help with youraccount-related questions. I...
appreciatethis opportunity to assist you. We understand from your complaint thatrecently you viewed your credit report and noticed late reported paymentsregarding the above-referenced accounts. Additionally you state you did not recall going past due nor did youreceive phone calls to make you aware of the status of the accounts. You are requesting the Bank remove the latepayments from your credit reports. I amhappy to share my findings with you. Bank records indicate a billing statement forThe Buckle account was issued on May 6, 2015, which reflected a balance of$293.22 with a minimum payment of $25.00 due by June 1, 2015. A statement was issued on June 5, 2015, whichreflected a balance of $324.37 with a minimum payment of $42.00, due by July 1,2015. Due to non-receipt of payment, theaccount was reported as two billing statements past due to the credit-reportingagencies. In addition, the Victoria’s Secret/PINKaccount was issued a statement on April20, 2015, which reflected a balance of $170.20 with a minimum payment of $25.00due by May 16, 2015. A statement wasissued on May 21, 2015, with a balance of $198.95 and a minimum payment of$30.00 due by June 16, 2015. Due tonon-receipt of payment, the account was reported as two billing statements pastdue to the credit-reporting agencies. Furthermore, on July 8, 2015, a phone callwas placed by a collections representative to you advising of the status of theabove-referenced accounts. On this calltwo payments were made to bring the accounts current. In the interest of customer service,instructions were sent to the national credit-reporting agencies to delete the derogatoryreporting for the above mentioned accounts. Please allow the credit reporting agencies 45 days to update theirrecords. We hope this information is helpful. Should you have any further questions orconcerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I would be happy toassist you. Sincerely, Kaija M[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]
Thank you for contacting the Revdex.com regarding your Victoria’s Secret Angel credit card account. As the bank that issues Victoria’s Secret Angel accounts, we are here to assist in answering any credit-related questions. Your inquiry was...
forwarded to my attention, and I appreciate this opportunity to assist you.
We understand from the complaint that when you called to make a payment on your account, you found the balance to be excessively high. In addition, you state that you received rude service. You are dissatisfied with the treatment you received, the late charges assessed to your account, and you feel this is unfair.
We appreciate you notifying both the Revdex.com and Comenity Bank of your concerns and we apologize for the inconvenience this may have caused you.
The Bank has reviewed the issues in your complaint, as well as the applicable phone conversations. We apologize if you felt that you did not receive the best customer service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.
While reviewing our records, we found that there were two purchases recently applied to your account. The first purchase was made through Victoria’s Secret Mail Order for $111.08 on November 14, 2014. The second purchase was for $117.25 on February 14, 2015. This purchase was made at the Victoria’s Secret store located in the Dover Mall, Dover, Delaware.
The account has billed each month for the above charges, beginning with the December 7, 2014, statement which indicated a balance of $113.29 and a payment of $25.00 due by January 2, 2015. No payment was received by the due date; as such, a late fee was assessed to your account.
As of the date of this letter, your Victoria’s Secret Angel account is two billing cycles past due. Your minimum payment is $55.00 due by May 2, 2015. The only payment received towards the above charges was for $30.00 on February 3, 2015, which was paid online through the Account Center website.
In the interest of customer service, we removed the last late fee of $35.00 from your account. This credit will appear on your next billing statement.
We have enclosed a copy of your billing statements from December 2014 through April 2015 and a copy of the Credit Card Agreement for your records.
We hope you find this information helpful. Should you have any other questions or concerns regarding this letter, please feel free to reach me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); and I will be happy to assist you further.
Dear Mr. [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Eddie Bauer® credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you placed a mail order sale in the amount of $129.99 and returned the merchandise. You state that you have the tracking number for this returned merchandise and you do not understand your balance of $275.52. You are requesting a full refund in the amount of $275.52. I am happy to share my findings. Our records indicate that the situation referenced in your complaint has already been investigated, and we have previously responded to you. A copy of our previous response, dated October 22, 2015, is enclosed for your reference. Additionally, after reviewing the account further I find that a purchase of $275.52 via mail order was placed on your account on August 16, 2015. Our records do not indicate a purchase of $129.99 was placed on your account. Please understand that Comenity Bank and Eddie Bauer® are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Eddie Bauer® is responsible for handling matters related to sales, merchandise processing, returns and shipping. We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions about your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Renee S[redacted]
Dear Ms. [redacted]We received your additional complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Woman Within® credit card accounts, and we are here to assist youwith all account-related questions or concerns. I appreciate the opportunity to...
respond to your concerns.We understand from your complaint that you believe your account does not reflect your payment in March2015. You state that when you called in to make a payment, we advised you that there would be a $15.00processing fee, and that we denied you the option to make a payment without afee. You state this is a trick toprovide you with more debt, and you mention that the Bank allows you to order from other catalogs. You sawyour balance was at $271.00 and began calling to verify the balance. You state that you were not allowed togo above your $250.00 credit limit. You also received a latter from Palm Beach Jewelry, indicating they werenot able to process an order. You would like the account to be closed, and to not pay more than you owe.After speaking to you on June 18, 2015, you advised that you did not want to discuss this matter by phone.Please be assured that I have researched our records and I am happy to share my findings with you.Our research shows these are the following transactions that were posted to your Woman Within@ account:(Revdex.com Note: Chart with table of dates, transaction types, items and amounts not able to be copied into this communication - please refer to original letter from the business, enclosed with this correspondence.) When a customer orders merchandise from Woman Within®, the account is charged for the cost of themerchandise sales tax (if applicable) and shipping and handling. When the merchandise is returned, theaccount is credited for the merchandise and the applicable sales tax. Woman Within does not refund shippingand handling charges. In addition, if the provided return label is used to return the package, the return labelis charged to the Woman Within® account.Bank records indicate billing statement was sent to you on February 5, 2015. This billing statement includedseveral purchases.The first purchase placed on January 13, 2015, posted to the account on January 14, 2015, totaled $153.96,and is detailed in the above chart. We confirmed with FedEx that the first purchase was delivered on January17, 2015, at 8:56 am. This order was charged shipping and handling and a coupon was used for a free gift.The second purchase placed on January 18, 2015, posted to the account on January 19, 2015, totaled $59.97,and is also detailed in the above chart. We have confirmed with the USPS that the second purchase wasdelivered January 24, 2015, at the front door porch at 1:44 pm. This order was charged shipping and handlingand a coupon used was used for a free gift.The third purchase placed on January 25, 2015, posted to the account on January 26, 2015, totaled $37.98,and is also detailed in the above chart. We have confirmed with FedEx that the third purchase was deliveredon February 20, 2015, at 10:19 am. No coupon was provided for this order.On February 2, 2015, Woman Within® received your return for a cornflower blue pullover and a black pullover,which provided you with a credit $46.99 which posted to your account on February 2. 2015. On February 2,2015, there was also an additional charge of $7.50 for using the return label.Bank records indicate that you did not return the navy mules, navy coat. or the lavender 2PC set pajamas.This statement including these purchases. dated February 5, 2015, had an ending balance of $212.42 with aminimum payment of $20.00 due by March 3, 2015.A billing statement was sent to you on March 6, 2015. This billing statement included several purchases.The first purchase posted on February 4, 2014, from Palm Beach Jewelry and was made for a total of $19.07,and is detailed in the above chart.The second purchase placed on February 9, 2015, which posted to the account on the February 10, 2015, wasmade for a total of $14.98, and is also detailed in the above chart. On March 3, 2015, Woman Within®received your exchange for the aqua plaid slippers which provided you with a $6.99 credit and a charge of$6.99, when the slippers were reissued. For this purchase, you requested express shipping which is anadditional charge that is not covered by the promotion code for free shipping.Since no payments were received by the previous due date of March 3, 2015, a late fee of $20.00 and afinance charge of $5.32 were assessed to the account balance. This statement had an ending balance of$271.79 with a minimum payment of $23.01 due by April 3, 2015.A billing statement was sent to you on April 7, 2015. This statement included your payment of $30.00. It alsoincluded a late fee credit of $20.00 and a finance charge credit of $5.32.On March 19, 2015, Woman Within® received your return for the aqua plaid slippers, which provided you with acredit $6.99. On March 19, 2015, there was also an additional charge of $.750 for using the return label.On March 21, 2015, an order from Palm Beach and was made for a total of $14.10. and is detailed in the abovechart.On March 29, 2015, a purchase, which posted to the account on March 31, 2015, was made for a total of$15.98, and is detailed in the above chart. We have confirmed with the USPS that this purchase was deliveredApril 6, 2015 at 12:59 pm, in/at the mailbox. No coupon was provided for this order.This statement had an ending balance of $252.02 with a minimum payment of $20.00 due by May 3, 2015.A billing statement was sent to you on May 21, 2015. Since no payments were received by the previous duedate of May 3, 2015, a finance charge of $7.71 was assessed to the account balance. This statement had anending balance of $259.73 with a minimum payment of $20.00 due by June 16, 2015.As of the date of this letter, your account balance is $265.13. This balance is from the navy mules, navy coat,lavender 2PC set pajamas, December bracelet birthstone, and your two orders from Palm Beach Jewelry thathave not been returned, and that were delivered to the address above, along with fees due to non-payment.Please note that we found no errors of the balance within our research of your account. Please keep in mind,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. Also if the new balance shown on your last statement isn't paid in full by the Payment Due Dateshown on your last statement, there will be an interest charge on each purchase from the date of purchase. I have enclosed copies of the billing statements which show the account activity that comprised the accountbalance. I have also enclosed a copy of the Credit Card Agreement for your records.Please also understand that BrylaneHome, Jessica London®, KingSizeB, Roaman's®Full Beauty(previously OneStopPlus.corn), and Woman Within® allow cross shopping. This means that Items ordered from one retailer may be charged to any of the listed credit cards. For instance, a Woman Within® catalog purchase may be charged to the Roaman's®credit card account and vice versa.I reviewed the telephone calls referenced. On April 27, 2015, you called the Bank to make a payment usingyour Net-10 card at which time the telephone payment fee of $15.00 was disclosed. The associate offered towaive the fee as a courtesy but you didn't make the payment because you wanted to call back on the third.Your account was noted. On May 1, 2015, you called the Bank to have the payment processed and you wereadvised of the telephone payment fee, which our associate was unwilling to waive, as a result of not reviewingthe previous note. As such, you did not make the payment. We sincerely apologize for this situation and thatyour third party purchase was declined. It is never the Bank's intention to cause a customer a hardship.In order to provide the best customer service possible, please note the following ways in which payments maybe made, and you may choose a payment method that is right for you.Mail: Send your payment and payment coupon in the envelope that came with your billing statement. Werecommend allowing a week for the payment to arrive. If you're a paperless customer, print out a payment stubon the online account management site so your payment is processed as quickly as possible.Need to rush a payment?If you need to make a payment today, you may call us at the phone number on the back of your billingstatement to speak to a customer care representative. A $15.00 fee applies to same-day payments made withthe representative.We are sorry you wish to close your Woman Within® account, as you are a valued customer. As requested,the account was closed on June 17, 2015. In the interest of customer service, we have issued a credit of$20.00.If you have further questions regarding the charges and credits applied to your account, please contact WomanWithin at ###-###-####.If you have further questions regarding the charges from Palm Beach Jewelry, please contact them at (800)767-5612.You are a valued customer and we apologize for any confusion or frustration this matter has caused you.Should you have any further questions regarding your account, please contact me at ###-###-####, ext.[redacted] (TDD/TTY ###-###-####). It is often easier to resolve a matter, if we can discuss it. Please contactme if you feel this matter has not been properly resolved. I will be happy to assist you.Sincerely,Amanda R**
[redacted]
Thank you for contacting the Revdex.com, regarding the above-referenced account. Comenity Bank issues BEDFORD FAIR credit card accounts, and we are here to help with all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity...
to assist you. You state although you returned everything to Bedford Fair a long time ago, you are receiving telephone calls saying you owe money. You further state the representatives were very unprofessional when they called, and you have proof that you have returned everything. You are requesting the calls be stopped, and the account balance to be credited. We sincerely apologize for any inconvenience or frustration this matter may have caused you. Comenity Bank and Bedford Fair are two separate entities. Comenity Bank is responsible for addressing questions related to BEDFORD FAIR credit card accounts, while Bedford Fair is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. Please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, sales tax (if applicable), as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise and sales tax only; shipping and handling is not refunded. Additionally, if you use the provided Smart Label for the return, your account is billed $9.99 for the cost of the return shipping. When an account is delinquent, we will make attempts to contact the customer regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successful. You should no longer be receiving phone calls at the telephone numbers ending in [redacted], [redacted], or [redacted], as we have marked these numbers with “Never Call” instructions. Please also 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 may be assessed a late fee, pursuant to the terms and conditions of the Credit Card Agreement. On June 25, 2016, a purchase of $209.81 posted to the account. This order consisted the following items: 3 BFA Pearlized Button Twinsets at $51.29 each, and 1 BFA Crochet Detail Top at for $35.99, and a shipping and handling charge of $19.99. On September 1, 2016, a return credit of $179.83 posted to your account. This credit included a charge of $9.99 for one Smart Label fee. Please be assured Bedford Fair issued a credit of $29.98 to remove the initial shipping fee and Smart Label fee. In the interest of customer service, the Bank has issued credits totaling $111.07 to remove the previously assessed late fees and finance charges. As of today’s date, your account balance is zero. Notification has been sent to the national credit-reporting agencies, regarding the above-referenced account, with instructions to remove the negative payment information from your credit bureau report. Please allow the credit-reporting agencies 45 days to update this information in their records. We have reviewed the issues in your complaint, as well as the applicable phone conversations. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted]We received a complaint regarding the above-referenced account. Comenity Capital Bank previously issued American Laser Skincare credit accounts, and we are here to help with account-related questions. The complaint, addressed to the Revdex.com, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.We understand your frustration because American Laser Skincare went out of business and you are not able to pursue obtaining services; however, we are only able to help you with your American Laser Skincare credit card account.We resolved the dispute in accordance with the dispute provisions of the credit card agreement, which are also outlined in the Billing Rights Summary contained in the monthly billing statements. Specifically, we refer you to the following section:What To Do If You Think You Find A Mistake On Your StatementIf you think there is an error on your statement, write to us at: Comenity Capital Bank, PO Box 182620, Columbus, Ohio 43218-2620. In your letter, give us the following information:? Account information: Your name and account number? Dollar amount: The dollar amount of the suspected error? Description of Problem: If you think there is an error on your bill, describe what you believe is wrong and why you believe it is a mistakeYou must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question.While we investigate whether or not there has been an error, the following are true:? We cannot try to collect the amount in question, or report you as delinquent on that amount.? The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.? While you do not have to pay the amount in question, you are responsible for the remainder of the balance.? We can apply any unpaid amount against your credit limit.Your Rights If You Are Dissatisfied With Your Credit Card PurchasesIf you are dissatisfied with the goods or services that you have purchased with your credit card, and you have tried in good faith to correct the problem with the merchant, you may have the right not to pay the remaining amount due on the purchase. To use this right, all of the following must be true:1. The purchase must have been made in your home state or within 100 miles of your current mailing address, and the purchase price must have been more than $50.00. (Note: Neither of these is necessary if your purchase was based on an advertisement we mailed to you, or if we own the company that sold you the goods or services.)2. You must have used your credit card for the purchase. Purchases made with cash advances from an ATM or with a check that accesses your credit card account do not qualify.3. You must not yet have fully paid for the purchase.What this means for you is, if the dispute was submitted more than 60 days after the first billing statement on which the disputed charge appeared and you have not yet fully paid for the purchase, the maximum amount eligible for a credit is the balance on the account at the time of the dispute. When we received your dispute, there was a balance of $1,094.68, which was the amount credited to your account July 9, 2015.We apologize for any inconvenience this matter may have caused you. Should you have any additional questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Ashley Stewart and Roaman’s credit cards. We are here to answer your questions and assist with your concerns. Your...
correspondence indicates you have been receiving numerous collection calls from the Bank, and you consider this harassment. This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on the outstanding debt. We want you to have a positive customer experience with the Bank, and we have already updated your phone number(s) ending in [redacted] with “Do not Call” instructions. As permissible under the Fair Debt Collection Practices Act (FDCPA), when an account is delinquent, we make proactive attempts to contact the customer, communicate the situation and work out repayment arrangements to minimize any negative credit reporting impacts. Many times a payment is overlooked, and reminder calls or repayment discussions are helpful to bring the account back to a current status. We appreciate your business, and we want to share with you some options that are available to you in this type of situation. Options: We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our 12-Month Customer Hardship Program or in our Customer Long-Term Workout Program. These programs can provide customers with special terms in order to help bring the account current. If you are interested in obtaining information on whether you qualify for one of these programs, please call ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS) organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement and could include all of your creditors. We support and participate in the programs provided by the CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Gail M[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bank issues west elm credit card accounts, and we respond to account-relatedquestions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to respond to your concerns.We understand your concerns regarding the interest charge in the amount of $398.41 that was assessed to your account on April 27, 2015. You are asking that the $398.41 be removedfrom your account because you state you were never provided informationregarding the terms of the promotional plan from Comenity Bank or West Elm. We apologize for any inconvenience this mattermay have caused you. Our records indicate that a purchase of $2,056.85 was charged to the account on April26, 2014. The purchase was placed on a 12 month deferred interest, payment required promotional plan, scheduled to end onApril 27, 2015. As agreed at the time of purchase, no interest would be assessed to the account, should the balance bepaid in full as of the scheduled ending date. This information was provided on all billing statements in the “Details of your plans” section, that should the balance not be paid in full, accruedfinance charges dating back to the original date of purchase would be assessed to the account. On April 27, 2015, as the remaining promotional balance of $467.72 was not paid in full, a finance charge totaling $398.41 was assessed to the account. The finance charge is valid, and will not be refunded,as no banking errors were found.Please see the enclosed copies of your billing statements for your review. We have also enclosed a copy of the CreditCard Agreement; please refer to section D, titled “Interest, fees and charges” for more information regarding promotional plans.We hope this information is helpful. Should you have any other questions or concerns regarding this account, please feelfree to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Ashley H[redacted]
[redacted]
[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Meijer credit card. We are here to answer your questions and assist with your concerns. We understand your concerns regarding the credit...
limit and available credit on your account. You state you contacted the Bank on May 2, 2017, to see if you could have your credit limit increased. Although the representative you spoke with tried to increase your credit limit, she was unable to. You state she attempted to connect you with a supervisor; however, the call was disconnected. You called again, and requested to speak with a supervisor, and after being placed on hold, you were disconnected again. When you did speak with a supervisor, you were told that your limit was increased temporarily. You logged on to the Bank’s Account Center and after you tried to increase the credit limit, the page froze. When you viewed your account again, you saw that your available credit was $1,100.00. As you were unaware the available credit was incorrect, you thought your credit limit had been increased to $2,100.00. You are dissatisfied with the service you received when you spoke with supervisors at the Bank, and you are concerned that your account balance is over your credit limit, and may be reporting to the credit bureaus. You are requesting your credit limit be increased to $2,100.00. We sincerely apologize for any frustration or inconvenience this matter may have caused you. 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. Matters of this nature are referred to management so additional coaching/training can be provided to our associates. 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. When you contacted the Bank, on May 2, 2017, you advised your phone had been broken, you were stranded, and you requested to have the credit limit, or available credit increased, so you could purchase a new phone. Although your request for a credit limit increase was denied, a representative of the Bank adjusted your available credit temporarily to allow a purchase of a replacement phone to go through. When the temporary available credit was updated on the account, the representative intended for the amount to be $100.00, for one transaction; however, the amount was incorrectly entered as $1,100.00. Also on that same date, in an effort to assist you, the credit limit was increased to $1,200.00, as a courtesy, and the available credit was updated so that an additional purchase could be made. On May 9, 2017, you spoke with an additional representative of the Bank and as a result, credits totaling $180.52 were issued to the account, as a courtesy to bring your balance under your credit limit. As of today’s date, your credit limit is $1,200.00, and your account balance is $1,187.06. A letter was sent on May 3, 2017, in response to your request to have the credit limit increased. We have enclosed a copy of this letter for your review. The Bank’s position remains unchanged. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Laura R[redacted]
May 9, 2016 Odessa Jones 817 Cromwell Avenue Westchester, IL 60154-2505 RE: the roomplace® Credit Card Account Ending In 5896 Revdex.com Complaint ID #11399239 Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com,...
regarding the credit card account referenced above. Comenity Bank issues the roomplace® credit card accounts and we respond to account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you were advised that you would have sixty months to pay off the bill with no interest and there would only be a small monthly charge. However, when you got your first bill there were interest charges. We apologize for any inconvenience this matter may have caused you. Our records indicate that your purchase of $5,311.75 was charged to your account on January 11, 2016, and was placed on a 60 month low Annual Percentage Rate (APR) (10.99%) with equal payments, due to expire on January 16, 2021. Interest charges are assessed to your account at the lower APR, versus the standard APR of 28.99%. Based on the sales receipt provided by the roomplace, our records indicate that your purchase was placed on the correct plan. For your records, we have enclosed a copy of the sales receipt for you to view. We hope you find this information helpful. If you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted] We received a 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 account related questions. The complaint was forwarded to my...
attention, and I appreciate the opportunity to address your concerns. Please note this complaint included your name and the name of [redacted], which is the authorized user listed on your account. We confirmed that you authorized the Bank to speak with [redacted] regarding this account for the life of the account on May 10, 2016. The complaint indicates that the Bank called the “mother” on her phone and demanded payment, which she claimed was not owed. It also states that she and the Bank agreed this balance was an error and needed to be corrected. After sending a dispute letter and talking to a manager, the Bank was to remove the charge and that the $50.00 would be refunded within 10 days. Furthermore, the complaint states that the charge from 2014 was paid in full and that after a visit to the store in January 2015, the store indicated this matter would be taken care of. As the account balance remained unpaid, the account accrued bank fees and is past due. After multiple calls, a letter, and four emails, you have been told that the Bank has never heard from “us”, although the Bank responded to an email on October 6, 2015. You request the Bank remove all the charges, correct the credit reporting, refund the interest and $50.00 to the “mother”, compensation for harassment, disruption, lost time at work, and to cease further contact by letters, emails, and phone calls. Please be assured that we have researched our records and we are happy to share our findings. Enclosed are copies of the billing statements, which make up the balance and any delinquencies that have been reported to the credit bureaus. Bank records indicate that you charged $216.04 to the account on October 8, 2014. As payment was not received by the due date, the account was assessed a late fee and finance charge. On November 30, 2016, we received payment for $228.60. You charged $93.14 to the account on this day, leaving an unpaid balance of $121.62. As payment was not received the account was assessed a late fee and finance charge. On December 16, 2014, the last purchase of $40.12 was charged to the account, leaving an unpaid balance of $190.11. As payment was not received until October 7, 2015, for $50.00, the account was charged more late fees and finance charges, and was reported delinquent. 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. Additionally, when our records show an account as delinquent, we will make attempts to contact the customer regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successful. Per your request, a “cease and desist” status has been placed on your account. This cease and desist request will stop all future collection calls; however, you will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account may be changed at any time by contacting us again in writing at the address below: Comenity Bank PO Box 182273 Columbus, OH 43218-2273 In researching our records, we were not able to locate any previous correspondence from you (letter or emails), as indicated in your complaint. Furthermore, were not able to locate the October 6, 2015, applicable telephone call; however, our records confirm that the $50.00 payment was made under the name of [redacted]. As such, we have refunded this amount back to Barbara, which will be received under separate cover. Please understand that this amount will be debited back to the VICTORIA’S SECRET account balance, which has since written off for non-payment and is a valid debt. The Bank is unwilling to adjust the balance to zero, or to delete the delinquencies from the account. As an option, you may want to consider submitting a consumer statement to the credit-reporting agencies, explaining the reason(s) why the account became past due. This statement will not change your credit rating; however, it will explain to potential creditors why the account became past due, and it may contribute to their decision. The credit bureaus may be reached by using the following information: Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 PO Box 390 PO Box 740241 701 Experian Parkway Springfield, PA 19064 - 0390 Atlanta, GA 30374 - 0241 Allen, TX 75013 - 0036 ###-###-#### ###-###-#### ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com In addition, the Bank respectfully declines your request for compensation. We apologize for any inconvenience this may have caused you. If you have further questions, please call our Recovery team at ###-###-#### (TDD/TTY ###-###-####). They will be happy to assist you. Sincerely, Shawnda Y[redacted]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the EXPRESS NEXT credit card accounts. We are here to answer your questions and assist with your concerns.We previously received and responded to correspondence submitted to the Revdex.com regarding this same matter. Please find the enclosed copy of our response sent to you on June 7, 2017.Please be advised the Bank’s decision remains unchanged.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 Responses
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: The property was sold in January of 2014 as indicated by the DH Bader Management Staff on the previously provided documents. The Recreation fees were refunded by DH Bader Management from February 2014 - December 2014 (11 months) as noted on the documents provided by DH Bader Management therefore 11 months of the Association fee of $222.00 at $18.50 per month totaling $203.50 is an appropriate refund.
Regards,
[redacted]
The customer service manager said that a credit inquiry would hit my credit report to prove that someone applied for an account. This was their way of proving to me that they were not running a scam and just trolling for personal data through this phony letter. I have been monitoring all three credit reports from the major agencies since and no such inquiry was made. I have since reported this company to the Connecticut Department of Consumer Protection, consumer fraud division. This company should be investigated.
Regards,
[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Jared The Galleria Of Jewelry credit card. We are here toanswer your questions and assist with your concerns.Your correspondence indicates your concern about the finance charges that...
were assessed toyour account in connection to the purchase you made on a deferred-interest promotional plan.We have reviewed the concerns noted in your correspondence and we would like to provide youwith the following information.The September 22, 2017, purchase for $5,879.80 that was applied to your credit card wasoriginally placed on a 48 Month Low APR (9.90%) Equal Payment Required promotional plan.However, when your return was processed, the new purchase was not placed on the correctpromotional plan. Please be assured that this purchase has now been placed on the correct 48Month Low APR (9.90%) Equal Payment Required promotional plan The details of yourpromotional plan, including the expiration date, will be present on each billing statement. If youhave any questions about this promotional plan please call our Customer Care Team at [redacted]
[redacted]Please be advised that we waived $131.02 in finance charges.If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Alyson F[redacted]
Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns.You state that you are rejecting the Bank’s response dated June 30, 2017, as you and your spouse are not, and have never been, customers of the Bank. You further state the Bank should find who the account belongs to, as it does not belong to you or your spouse.Please be assured, on June 30, 2017, notification was sent to the credit reporting agencies with instructions to remove the above-referenced account from your credit bureau report.If you feel that an account may have been opened fraudulently, we suggest that you contact the Bank’s Account Protection (Fraud) team at ###-###-####.If you or your spouse believe you have been a victim of identity theft, or there was an attempted identity theft using your identity, there are some steps we suggest you immediately consider taking if you have not done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditors to contact you before they open any new accounts or change your existing accounts. To do this, you can contact any one of the consumer reporting companies mentioned below. If you contact any one of them, the one you contact is required to notify the other two to place an alert on their files as well.2. Identity theft is a crime. You can file a report with your local police or the police department in the community where the crime took place. Many police departments have a special Identity Theft Report, which is a police report with more than the usual amount of detail. If the detailed Identity Theft Report is available, we recommend you obtain a copy in order to protect your rights.3. You can go to the Federal Trade Commission website on identity theft:www.ftc.gov/idtheft. It contains additional information and will refer you to resources that could be helpful in dealing with your situation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Laura R[redacted]Compliance Dept. – Consumer Responses
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,
February 10, 2017 [redacted] RE: Unwanted Calls Revdex.com Complaint ID #11977219 Dear Cheri P[redacted]: Comenity Bank (Bank) has received your correspondence. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please refer to the previous letter sent February 9, 2017. We understand that you do not believe adding “do not call’ on the telephone number ending in 9951 will resolve this matter. Please understand that the account that your phone number was applied to cannot be deleted from our database. As stated in the previous letter the calls placed to the telephone number were attempts to contact one of our customers regarding a business matter. We will no longer be making calls to the telephone number ending in 9951. 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, [redacted]
[redacted] [redacted]
We have received the complaint that you sent to the Revdex.com regarding the above-noted account. Comenity Bank issues ASHLEY STEWART® credit card accounts, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention,...
and I appreciate the opportunity to assist you with your concerns. You state that you spoke with a supervisor on August 15, 2016, who told you that a late fee of $27.00 would be credited to your account; however, the late fee has not been removed. You further state that later you emailed the Bank regarding the late fee, and you were told that the late fee could not be removed. You are requesting to have the late fee removed from your account. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum payment required, the account may be assessed a late fee and finance charge, pursuant to the terms and conditions of the Credit Card Agreement. On August 15, 2016, you spoke with a representative of the Bank, and on this day, the representative you spoke with stated that a credit of $27.00 for a late fee, and a credit of $2.00 for a finance charge would be issued to the account; however, the account was inadvertently only credited for the finance charge. Please be assured, on August 27, 2016, a credit of $27.00 posted to the account, to remove the previously assessed late fee. On August 30, 2016, a payment of $75.82 posted to your account. As of today’s date, your account balance is zero. Based upon your complaint, the Bank reviewed the applicable phone and email conversations. Calls and correspondence of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at 1-800-675-5685, ext. [redacted] (TDD/TTY 1-800-695-1788). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted]
We received your complaint, submitted to theRevdex.com, regarding the above-referenced accounts. Comenity Bank issues The Buckle andVictoria’s Secret/PINK credit card accounts, and we are here to help with youraccount-related questions. I...
appreciatethis opportunity to assist you. We understand from your complaint thatrecently you viewed your credit report and noticed late reported paymentsregarding the above-referenced accounts. Additionally you state you did not recall going past due nor did youreceive phone calls to make you aware of the status of the accounts. You are requesting the Bank remove the latepayments from your credit reports. I amhappy to share my findings with you. Bank records indicate a billing statement forThe Buckle account was issued on May 6, 2015, which reflected a balance of$293.22 with a minimum payment of $25.00 due by June 1, 2015. A statement was issued on June 5, 2015, whichreflected a balance of $324.37 with a minimum payment of $42.00, due by July 1,2015. Due to non-receipt of payment, theaccount was reported as two billing statements past due to the credit-reportingagencies. In addition, the Victoria’s Secret/PINKaccount was issued a statement on April20, 2015, which reflected a balance of $170.20 with a minimum payment of $25.00due by May 16, 2015. A statement wasissued on May 21, 2015, with a balance of $198.95 and a minimum payment of$30.00 due by June 16, 2015. Due tonon-receipt of payment, the account was reported as two billing statements pastdue to the credit-reporting agencies. Furthermore, on July 8, 2015, a phone callwas placed by a collections representative to you advising of the status of theabove-referenced accounts. On this calltwo payments were made to bring the accounts current. In the interest of customer service,instructions were sent to the national credit-reporting agencies to delete the derogatoryreporting for the above mentioned accounts. Please allow the credit reporting agencies 45 days to update theirrecords. We hope this information is helpful. Should you have any further questions orconcerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I would be happy toassist you. Sincerely, Kaija M[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]
Thank you for contacting the Revdex.com regarding your Victoria’s Secret Angel credit card account. As the bank that issues Victoria’s Secret Angel accounts, we are here to assist in answering any credit-related questions. Your inquiry was...
forwarded to my attention, and I appreciate this opportunity to assist you.
We understand from the complaint that when you called to make a payment on your account, you found the balance to be excessively high. In addition, you state that you received rude service. You are dissatisfied with the treatment you received, the late charges assessed to your account, and you feel this is unfair.
We appreciate you notifying both the Revdex.com and Comenity Bank of your concerns and we apologize for the inconvenience this may have caused you.
The Bank has reviewed the issues in your complaint, as well as the applicable phone conversations. We apologize if you felt that you did not receive the best customer service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.
While reviewing our records, we found that there were two purchases recently applied to your account. The first purchase was made through Victoria’s Secret Mail Order for $111.08 on November 14, 2014. The second purchase was for $117.25 on February 14, 2015. This purchase was made at the Victoria’s Secret store located in the Dover Mall, Dover, Delaware.
The account has billed each month for the above charges, beginning with the December 7, 2014, statement which indicated a balance of $113.29 and a payment of $25.00 due by January 2, 2015. No payment was received by the due date; as such, a late fee was assessed to your account.
As of the date of this letter, your Victoria’s Secret Angel account is two billing cycles past due. Your minimum payment is $55.00 due by May 2, 2015. The only payment received towards the above charges was for $30.00 on February 3, 2015, which was paid online through the Account Center website.
In the interest of customer service, we removed the last late fee of $35.00 from your account. This credit will appear on your next billing statement.
We have enclosed a copy of your billing statements from December 2014 through April 2015 and a copy of the Credit Card Agreement for your records.
We hope you find this information helpful. Should you have any other questions or concerns regarding this letter, please feel free to reach me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); and I will be happy to assist you further.
Sincerely,
[redacted]
Consumer Relations Specialist
Dear Mr. [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Eddie Bauer® credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you placed a mail order sale in the amount of $129.99 and returned the merchandise. You state that you have the tracking number for this returned merchandise and you do not understand your balance of $275.52. You are requesting a full refund in the amount of $275.52. I am happy to share my findings. Our records indicate that the situation referenced in your complaint has already been investigated, and we have previously responded to you. A copy of our previous response, dated October 22, 2015, is enclosed for your reference. Additionally, after reviewing the account further I find that a purchase of $275.52 via mail order was placed on your account on August 16, 2015. Our records do not indicate a purchase of $129.99 was placed on your account. Please understand that Comenity Bank and Eddie Bauer® are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Eddie Bauer® is responsible for handling matters related to sales, merchandise processing, returns and shipping. We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions about your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Renee S[redacted]
Dear Ms. [redacted]We received your additional complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Woman Within® credit card accounts, and we are here to assist youwith all account-related questions or concerns. I appreciate the opportunity to...
respond to your concerns.We understand from your complaint that you believe your account does not reflect your payment in March2015. You state that when you called in to make a payment, we advised you that there would be a $15.00processing fee, and that we denied you the option to make a payment without afee. You state this is a trick toprovide you with more debt, and you mention that the Bank allows you to order from other catalogs. You sawyour balance was at $271.00 and began calling to verify the balance. You state that you were not allowed togo above your $250.00 credit limit. You also received a latter from Palm Beach Jewelry, indicating they werenot able to process an order. You would like the account to be closed, and to not pay more than you owe.After speaking to you on June 18, 2015, you advised that you did not want to discuss this matter by phone.Please be assured that I have researched our records and I am happy to share my findings with you.Our research shows these are the following transactions that were posted to your Woman Within@ account:(Revdex.com Note: Chart with table of dates, transaction types, items and amounts not able to be copied into this communication - please refer to original letter from the business, enclosed with this correspondence.) When a customer orders merchandise from Woman Within®, the account is charged for the cost of themerchandise sales tax (if applicable) and shipping and handling. When the merchandise is returned, theaccount is credited for the merchandise and the applicable sales tax. Woman Within does not refund shippingand handling charges. In addition, if the provided return label is used to return the package, the return labelis charged to the Woman Within® account.Bank records indicate billing statement was sent to you on February 5, 2015. This billing statement includedseveral purchases.The first purchase placed on January 13, 2015, posted to the account on January 14, 2015, totaled $153.96,and is detailed in the above chart. We confirmed with FedEx that the first purchase was delivered on January17, 2015, at 8:56 am. This order was charged shipping and handling and a coupon was used for a free gift.The second purchase placed on January 18, 2015, posted to the account on January 19, 2015, totaled $59.97,and is also detailed in the above chart. We have confirmed with the USPS that the second purchase wasdelivered January 24, 2015, at the front door porch at 1:44 pm. This order was charged shipping and handlingand a coupon used was used for a free gift.The third purchase placed on January 25, 2015, posted to the account on January 26, 2015, totaled $37.98,and is also detailed in the above chart. We have confirmed with FedEx that the third purchase was deliveredon February 20, 2015, at 10:19 am. No coupon was provided for this order.On February 2, 2015, Woman Within® received your return for a cornflower blue pullover and a black pullover,which provided you with a credit $46.99 which posted to your account on February 2. 2015. On February 2,2015, there was also an additional charge of $7.50 for using the return label.Bank records indicate that you did not return the navy mules, navy coat. or the lavender 2PC set pajamas.This statement including these purchases. dated February 5, 2015, had an ending balance of $212.42 with aminimum payment of $20.00 due by March 3, 2015.A billing statement was sent to you on March 6, 2015. This billing statement included several purchases.The first purchase posted on February 4, 2014, from Palm Beach Jewelry and was made for a total of $19.07,and is detailed in the above chart.The second purchase placed on February 9, 2015, which posted to the account on the February 10, 2015, wasmade for a total of $14.98, and is also detailed in the above chart. On March 3, 2015, Woman Within®received your exchange for the aqua plaid slippers which provided you with a $6.99 credit and a charge of$6.99, when the slippers were reissued. For this purchase, you requested express shipping which is anadditional charge that is not covered by the promotion code for free shipping.Since no payments were received by the previous due date of March 3, 2015, a late fee of $20.00 and afinance charge of $5.32 were assessed to the account balance. This statement had an ending balance of$271.79 with a minimum payment of $23.01 due by April 3, 2015.A billing statement was sent to you on April 7, 2015. This statement included your payment of $30.00. It alsoincluded a late fee credit of $20.00 and a finance charge credit of $5.32.On March 19, 2015, Woman Within® received your return for the aqua plaid slippers, which provided you with acredit $6.99. On March 19, 2015, there was also an additional charge of $.750 for using the return label.On March 21, 2015, an order from Palm Beach and was made for a total of $14.10. and is detailed in the abovechart.On March 29, 2015, a purchase, which posted to the account on March 31, 2015, was made for a total of$15.98, and is detailed in the above chart. We have confirmed with the USPS that this purchase was deliveredApril 6, 2015 at 12:59 pm, in/at the mailbox. No coupon was provided for this order.This statement had an ending balance of $252.02 with a minimum payment of $20.00 due by May 3, 2015.A billing statement was sent to you on May 21, 2015. Since no payments were received by the previous duedate of May 3, 2015, a finance charge of $7.71 was assessed to the account balance. This statement had anending balance of $259.73 with a minimum payment of $20.00 due by June 16, 2015.As of the date of this letter, your account balance is $265.13. This balance is from the navy mules, navy coat,lavender 2PC set pajamas, December bracelet birthstone, and your two orders from Palm Beach Jewelry thathave not been returned, and that were delivered to the address above, along with fees due to non-payment.Please note that we found no errors of the balance within our research of your account. Please keep in mind,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. Also if the new balance shown on your last statement isn't paid in full by the Payment Due Dateshown on your last statement, there will be an interest charge on each purchase from the date of purchase. I have enclosed copies of the billing statements which show the account activity that comprised the accountbalance. I have also enclosed a copy of the Credit Card Agreement for your records.Please also understand that BrylaneHome, Jessica London®, KingSizeB, Roaman's®Full Beauty(previously OneStopPlus.corn), and Woman Within® allow cross shopping. This means that Items ordered from one retailer may be charged to any of the listed credit cards. For instance, a Woman Within® catalog purchase may be charged to the Roaman's®credit card account and vice versa.I reviewed the telephone calls referenced. On April 27, 2015, you called the Bank to make a payment usingyour Net-10 card at which time the telephone payment fee of $15.00 was disclosed. The associate offered towaive the fee as a courtesy but you didn't make the payment because you wanted to call back on the third.Your account was noted. On May 1, 2015, you called the Bank to have the payment processed and you wereadvised of the telephone payment fee, which our associate was unwilling to waive, as a result of not reviewingthe previous note. As such, you did not make the payment. We sincerely apologize for this situation and thatyour third party purchase was declined. It is never the Bank's intention to cause a customer a hardship.In order to provide the best customer service possible, please note the following ways in which payments maybe made, and you may choose a payment method that is right for you.Mail: Send your payment and payment coupon in the envelope that came with your billing statement. Werecommend allowing a week for the payment to arrive. If you're a paperless customer, print out a payment stubon the online account management site so your payment is processed as quickly as possible.Need to rush a payment?If you need to make a payment today, you may call us at the phone number on the back of your billingstatement to speak to a customer care representative. A $15.00 fee applies to same-day payments made withthe representative.We are sorry you wish to close your Woman Within® account, as you are a valued customer. As requested,the account was closed on June 17, 2015. In the interest of customer service, we have issued a credit of$20.00.If you have further questions regarding the charges and credits applied to your account, please contact WomanWithin at ###-###-####.If you have further questions regarding the charges from Palm Beach Jewelry, please contact them at (800)767-5612.You are a valued customer and we apologize for any confusion or frustration this matter has caused you.Should you have any further questions regarding your account, please contact me at ###-###-####, ext.[redacted] (TDD/TTY ###-###-####). It is often easier to resolve a matter, if we can discuss it. Please contactme if you feel this matter has not been properly resolved. I will be happy to assist you.Sincerely,Amanda R**
[redacted]
Thank you for contacting the Revdex.com, regarding the above-referenced account. Comenity Bank issues BEDFORD FAIR credit card accounts, and we are here to help with all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity...
to assist you. You state although you returned everything to Bedford Fair a long time ago, you are receiving telephone calls saying you owe money. You further state the representatives were very unprofessional when they called, and you have proof that you have returned everything. You are requesting the calls be stopped, and the account balance to be credited. We sincerely apologize for any inconvenience or frustration this matter may have caused you. Comenity Bank and Bedford Fair are two separate entities. Comenity Bank is responsible for addressing questions related to BEDFORD FAIR credit card accounts, while Bedford Fair is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. Please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, sales tax (if applicable), as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise and sales tax only; shipping and handling is not refunded. Additionally, if you use the provided Smart Label for the return, your account is billed $9.99 for the cost of the return shipping. When an account is delinquent, we will make attempts to contact the customer regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successful. You should no longer be receiving phone calls at the telephone numbers ending in [redacted], [redacted], or [redacted], as we have marked these numbers with “Never Call” instructions. Please also 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 may be assessed a late fee, pursuant to the terms and conditions of the Credit Card Agreement. On June 25, 2016, a purchase of $209.81 posted to the account. This order consisted the following items: 3 BFA Pearlized Button Twinsets at $51.29 each, and 1 BFA Crochet Detail Top at for $35.99, and a shipping and handling charge of $19.99. On September 1, 2016, a return credit of $179.83 posted to your account. This credit included a charge of $9.99 for one Smart Label fee. Please be assured Bedford Fair issued a credit of $29.98 to remove the initial shipping fee and Smart Label fee. In the interest of customer service, the Bank has issued credits totaling $111.07 to remove the previously assessed late fees and finance charges. As of today’s date, your account balance is zero. Notification has been sent to the national credit-reporting agencies, regarding the above-referenced account, with instructions to remove the negative payment information from your credit bureau report. Please allow the credit-reporting agencies 45 days to update this information in their records. We have reviewed the issues in your complaint, as well as the applicable phone conversations. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted]We received a complaint regarding the above-referenced account. Comenity Capital Bank previously issued American Laser Skincare credit accounts, and we are here to help with account-related questions. The complaint, addressed to the Revdex.com, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.We understand your frustration because American Laser Skincare went out of business and you are not able to pursue obtaining services; however, we are only able to help you with your American Laser Skincare credit card account.We resolved the dispute in accordance with the dispute provisions of the credit card agreement, which are also outlined in the Billing Rights Summary contained in the monthly billing statements. Specifically, we refer you to the following section:What To Do If You Think You Find A Mistake On Your StatementIf you think there is an error on your statement, write to us at: Comenity Capital Bank, PO Box 182620, Columbus, Ohio 43218-2620. In your letter, give us the following information:? Account information: Your name and account number? Dollar amount: The dollar amount of the suspected error? Description of Problem: If you think there is an error on your bill, describe what you believe is wrong and why you believe it is a mistakeYou must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question.While we investigate whether or not there has been an error, the following are true:? We cannot try to collect the amount in question, or report you as delinquent on that amount.? The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.? While you do not have to pay the amount in question, you are responsible for the remainder of the balance.? We can apply any unpaid amount against your credit limit.Your Rights If You Are Dissatisfied With Your Credit Card PurchasesIf you are dissatisfied with the goods or services that you have purchased with your credit card, and you have tried in good faith to correct the problem with the merchant, you may have the right not to pay the remaining amount due on the purchase. To use this right, all of the following must be true:1. The purchase must have been made in your home state or within 100 miles of your current mailing address, and the purchase price must have been more than $50.00. (Note: Neither of these is necessary if your purchase was based on an advertisement we mailed to you, or if we own the company that sold you the goods or services.)2. You must have used your credit card for the purchase. Purchases made with cash advances from an ATM or with a check that accesses your credit card account do not qualify.3. You must not yet have fully paid for the purchase.What this means for you is, if the dispute was submitted more than 60 days after the first billing statement on which the disputed charge appeared and you have not yet fully paid for the purchase, the maximum amount eligible for a credit is the balance on the account at the time of the dispute. When we received your dispute, there was a balance of $1,094.68, which was the amount credited to your account July 9, 2015.We apologize for any inconvenience this matter may have caused you. Should you have any additional questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Ashley Stewart and Roaman’s credit cards. We are here to answer your questions and assist with your concerns. Your...
correspondence indicates you have been receiving numerous collection calls from the Bank, and you consider this harassment. This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on the outstanding debt. We want you to have a positive customer experience with the Bank, and we have already updated your phone number(s) ending in [redacted] with “Do not Call” instructions. As permissible under the Fair Debt Collection Practices Act (FDCPA), when an account is delinquent, we make proactive attempts to contact the customer, communicate the situation and work out repayment arrangements to minimize any negative credit reporting impacts. Many times a payment is overlooked, and reminder calls or repayment discussions are helpful to bring the account back to a current status. We appreciate your business, and we want to share with you some options that are available to you in this type of situation. Options: We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our 12-Month Customer Hardship Program or in our Customer Long-Term Workout Program. These programs can provide customers with special terms in order to help bring the account current. If you are interested in obtaining information on whether you qualify for one of these programs, please call ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS) organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement and could include all of your creditors. We support and participate in the programs provided by the CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Gail M[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bank issues west elm credit card accounts, and we respond to account-relatedquestions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to respond to your concerns.We understand your concerns regarding the interest charge in the amount of $398.41 that was assessed to your account on April 27, 2015. You are asking that the $398.41 be removedfrom your account because you state you were never provided informationregarding the terms of the promotional plan from Comenity Bank or West Elm. We apologize for any inconvenience this mattermay have caused you. Our records indicate that a purchase of $2,056.85 was charged to the account on April26, 2014. The purchase was placed on a 12 month deferred interest, payment required promotional plan, scheduled to end onApril 27, 2015. As agreed at the time of purchase, no interest would be assessed to the account, should the balance bepaid in full as of the scheduled ending date. This information was provided on all billing statements in the “Details of your plans” section, that should the balance not be paid in full, accruedfinance charges dating back to the original date of purchase would be assessed to the account. On April 27, 2015, as the remaining promotional balance of $467.72 was not paid in full, a finance charge totaling $398.41 was assessed to the account. The finance charge is valid, and will not be refunded,as no banking errors were found.Please see the enclosed copies of your billing statements for your review. We have also enclosed a copy of the CreditCard Agreement; please refer to section D, titled “Interest, fees and charges” for more information regarding promotional plans.We hope this information is helpful. Should you have any other questions or concerns regarding this account, please feelfree to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Ashley H[redacted]
[redacted]
[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Meijer credit card. We are here to answer your questions and assist with your concerns. We understand your concerns regarding the credit...
limit and available credit on your account. You state you contacted the Bank on May 2, 2017, to see if you could have your credit limit increased. Although the representative you spoke with tried to increase your credit limit, she was unable to. You state she attempted to connect you with a supervisor; however, the call was disconnected. You called again, and requested to speak with a supervisor, and after being placed on hold, you were disconnected again. When you did speak with a supervisor, you were told that your limit was increased temporarily. You logged on to the Bank’s Account Center and after you tried to increase the credit limit, the page froze. When you viewed your account again, you saw that your available credit was $1,100.00. As you were unaware the available credit was incorrect, you thought your credit limit had been increased to $2,100.00. You are dissatisfied with the service you received when you spoke with supervisors at the Bank, and you are concerned that your account balance is over your credit limit, and may be reporting to the credit bureaus. You are requesting your credit limit be increased to $2,100.00. We sincerely apologize for any frustration or inconvenience this matter may have caused you. 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. Matters of this nature are referred to management so additional coaching/training can be provided to our associates. 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. When you contacted the Bank, on May 2, 2017, you advised your phone had been broken, you were stranded, and you requested to have the credit limit, or available credit increased, so you could purchase a new phone. Although your request for a credit limit increase was denied, a representative of the Bank adjusted your available credit temporarily to allow a purchase of a replacement phone to go through. When the temporary available credit was updated on the account, the representative intended for the amount to be $100.00, for one transaction; however, the amount was incorrectly entered as $1,100.00. Also on that same date, in an effort to assist you, the credit limit was increased to $1,200.00, as a courtesy, and the available credit was updated so that an additional purchase could be made. On May 9, 2017, you spoke with an additional representative of the Bank and as a result, credits totaling $180.52 were issued to the account, as a courtesy to bring your balance under your credit limit. As of today’s date, your credit limit is $1,200.00, and your account balance is $1,187.06. A letter was sent on May 3, 2017, in response to your request to have the credit limit increased. We have enclosed a copy of this letter for your review. The Bank’s position remains unchanged. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Laura R[redacted]
May 9, 2016 Odessa Jones 817 Cromwell Avenue Westchester, IL 60154-2505 RE: the roomplace® Credit Card Account Ending In 5896 Revdex.com Complaint ID #11399239 Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com,...
regarding the credit card account referenced above. Comenity Bank issues the roomplace® credit card accounts and we respond to account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you were advised that you would have sixty months to pay off the bill with no interest and there would only be a small monthly charge. However, when you got your first bill there were interest charges. We apologize for any inconvenience this matter may have caused you. Our records indicate that your purchase of $5,311.75 was charged to your account on January 11, 2016, and was placed on a 60 month low Annual Percentage Rate (APR) (10.99%) with equal payments, due to expire on January 16, 2021. Interest charges are assessed to your account at the lower APR, versus the standard APR of 28.99%. Based on the sales receipt provided by the roomplace, our records indicate that your purchase was placed on the correct plan. For your records, we have enclosed a copy of the sales receipt for you to view. We hope you find this information helpful. If you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted] We received a 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 account related questions. The complaint was forwarded to my...
attention, and I appreciate the opportunity to address your concerns. Please note this complaint included your name and the name of [redacted], which is the authorized user listed on your account. We confirmed that you authorized the Bank to speak with [redacted] regarding this account for the life of the account on May 10, 2016. The complaint indicates that the Bank called the “mother” on her phone and demanded payment, which she claimed was not owed. It also states that she and the Bank agreed this balance was an error and needed to be corrected. After sending a dispute letter and talking to a manager, the Bank was to remove the charge and that the $50.00 would be refunded within 10 days. Furthermore, the complaint states that the charge from 2014 was paid in full and that after a visit to the store in January 2015, the store indicated this matter would be taken care of. As the account balance remained unpaid, the account accrued bank fees and is past due. After multiple calls, a letter, and four emails, you have been told that the Bank has never heard from “us”, although the Bank responded to an email on October 6, 2015. You request the Bank remove all the charges, correct the credit reporting, refund the interest and $50.00 to the “mother”, compensation for harassment, disruption, lost time at work, and to cease further contact by letters, emails, and phone calls. Please be assured that we have researched our records and we are happy to share our findings. Enclosed are copies of the billing statements, which make up the balance and any delinquencies that have been reported to the credit bureaus. Bank records indicate that you charged $216.04 to the account on October 8, 2014. As payment was not received by the due date, the account was assessed a late fee and finance charge. On November 30, 2016, we received payment for $228.60. You charged $93.14 to the account on this day, leaving an unpaid balance of $121.62. As payment was not received the account was assessed a late fee and finance charge. On December 16, 2014, the last purchase of $40.12 was charged to the account, leaving an unpaid balance of $190.11. As payment was not received until October 7, 2015, for $50.00, the account was charged more late fees and finance charges, and was reported delinquent. 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. Additionally, when our records show an account as delinquent, we will make attempts to contact the customer regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successful. Per your request, a “cease and desist” status has been placed on your account. This cease and desist request will stop all future collection calls; however, you will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account may be changed at any time by contacting us again in writing at the address below: Comenity Bank PO Box 182273 Columbus, OH 43218-2273 In researching our records, we were not able to locate any previous correspondence from you (letter or emails), as indicated in your complaint. Furthermore, were not able to locate the October 6, 2015, applicable telephone call; however, our records confirm that the $50.00 payment was made under the name of [redacted]. As such, we have refunded this amount back to Barbara, which will be received under separate cover. Please understand that this amount will be debited back to the VICTORIA’S SECRET account balance, which has since written off for non-payment and is a valid debt. The Bank is unwilling to adjust the balance to zero, or to delete the delinquencies from the account. As an option, you may want to consider submitting a consumer statement to the credit-reporting agencies, explaining the reason(s) why the account became past due. This statement will not change your credit rating; however, it will explain to potential creditors why the account became past due, and it may contribute to their decision. The credit bureaus may be reached by using the following information: Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 PO Box 390 PO Box 740241 701 Experian Parkway Springfield, PA 19064 - 0390 Atlanta, GA 30374 - 0241 Allen, TX 75013 - 0036 ###-###-#### ###-###-#### ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com In addition, the Bank respectfully declines your request for compensation. We apologize for any inconvenience this may have caused you. If you have further questions, please call our Recovery team at ###-###-#### (TDD/TTY ###-###-####). They will be happy to assist you. Sincerely, Shawnda Y[redacted]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the EXPRESS NEXT credit card accounts. We are here to answer your questions and assist with your concerns.We previously received and responded to correspondence submitted to the Revdex.com regarding this same matter. Please find the enclosed copy of our response sent to you on June 7, 2017.Please be advised the Bank’s decision remains unchanged.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 Responses
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: The property was sold in January of 2014 as indicated by the DH Bader Management Staff on the previously provided documents. The Recreation fees were refunded by DH Bader Management from February 2014 - December 2014 (11 months) as noted on the documents provided by DH Bader Management therefore 11 months of the Association fee of $222.00 at $18.50 per month totaling $203.50 is an appropriate refund.
Regards,
[redacted]
The customer service manager said that a credit inquiry would hit my credit report to prove that someone applied for an account. This was their way of proving to me that they were not running a scam and just trolling for personal data through this phony letter. I have been monitoring all three credit reports from the major agencies since and no such inquiry was made. I have since reported this company to the Connecticut Department of Consumer Protection, consumer fraud division. This company should be investigated.
Regards,
[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Jared The Galleria Of Jewelry credit card. We are here toanswer your questions and assist with your concerns.Your correspondence indicates your concern about the finance charges that...
were assessed toyour account in connection to the purchase you made on a deferred-interest promotional plan.We have reviewed the concerns noted in your correspondence and we would like to provide youwith the following information.The September 22, 2017, purchase for $5,879.80 that was applied to your credit card wasoriginally placed on a 48 Month Low APR (9.90%) Equal Payment Required promotional plan.However, when your return was processed, the new purchase was not placed on the correctpromotional plan. Please be assured that this purchase has now been placed on the correct 48Month Low APR (9.90%) Equal Payment Required promotional plan The details of yourpromotional plan, including the expiration date, will be present on each billing statement. If youhave any questions about this promotional plan please call our Customer Care Team at [redacted]
[redacted]Please be advised that we waived $131.02 in finance charges.If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Alyson F[redacted]
Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns.You state that you are rejecting the Bank’s response dated June 30, 2017, as you and your spouse are not, and have never been, customers of the Bank. You further state the Bank should find who the account belongs to, as it does not belong to you or your spouse.Please be assured, on June 30, 2017, notification was sent to the credit reporting agencies with instructions to remove the above-referenced account from your credit bureau report.If you feel that an account may have been opened fraudulently, we suggest that you contact the Bank’s Account Protection (Fraud) team at ###-###-####.If you or your spouse believe you have been a victim of identity theft, or there was an attempted identity theft using your identity, there are some steps we suggest you immediately consider taking if you have not done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditors to contact you before they open any new accounts or change your existing accounts. To do this, you can contact any one of the consumer reporting companies mentioned below. If you contact any one of them, the one you contact is required to notify the other two to place an alert on their files as well.2. Identity theft is a crime. You can file a report with your local police or the police department in the community where the crime took place. Many police departments have a special Identity Theft Report, which is a police report with more than the usual amount of detail. If the detailed Identity Theft Report is available, we recommend you obtain a copy in order to protect your rights.3. You can go to the Federal Trade Commission website on identity theft:www.ftc.gov/idtheft. It contains additional information and will refer you to resources that could be helpful in dealing with your situation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Laura R[redacted]Compliance Dept. – Consumer Responses
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,