The Comenity Bank insisted they had mailed the first statement and the credit card which they did not. The Comenity Bank had very bad rating on the search record. The employee at the Comenity Bank are telling different answers if you call for instruction and they are on purpose cheating their customers.
Dear Mr. [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced application. Comenity Bank issues EXPRESS credit card accounts, and we are here to help with your account-related questions. I...
appreciate this opportunity to assist you. We understand from your complaint that you received a letter from the Bank regarding a recent application. You state you contacted the Bank using the phone number provided on the letter. You were asked several questions regarding your personal information; however, you are not willing to provide more than your full name and address. You state the customer service representatives were rude and aggressive and you received no resolution on this call. We apologize for any frustration this matter has caused you. 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. Please be advised when a suspicious application is received, the Bank will send a letter asking the named applicant to call. Please understand that when processing the application, the Bank had concerns; therefore, the application was suspended, and a letter was sent to you. When contacting the Bank we will ask for personal information in order to assist with the matter. Please be assured the Bank has stopped the application, and deemed it a fraudulent application. We have submitted a request to the credit-reporting agencies to remove the credit inquiry that resulted from the application. If you believe you have been a victim of fraud, we encourage you to contact the credit-reporting agencies and place a fraud alert on your credit file. The alert will notify potential creditors that you have been a victim of fraud, and you will be contacted before an application is approved. You may contact any one of the agencies listed below and they will notify the other two, so your alert will be reflected with all agencies. Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 701 Experian Parkway Allen, TX 75013 - 0036 ###-###-#### PO Box 390 Springfield, PA 19064 - 0390 ###-###-#### PO Box 740241 Atlanta, GA 30374 - 0241 ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com We hope this information is helpful. Should you have any further questions or concerns, please contact the Account Protection department at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you. Sincerely, Kaija M[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Wayfair Card credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that you opened a Wayfair Card account...
with a credit limit of $4,500.00. You state that you continue to pay your bill; and that you only skipped a payment or two. Due to this matter the credit limit was decreased to $3,100.00 and every time that you make a payment the balance does not decrease. You request an adjustment to the account, as you make $109.00 payments to the account each month. I am happy to share my findings. Bank records indicate the account was opened May 16, 2016, with a credit limit of $4,500.00. The credit limit was decreased to $3,100.00 on November 24, 2016, as the account was past due for more than one consecutive billing period. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Our records further indicate that from September 2016 through June 2017, excluding the months of February 2017 and March 2017, the minimum due amount was not met: which caused a late fee to be assessed to the balance each month. Although, you were making a payment of $109.00, with the applicable finance charge and late fee assessed, the balance increased. We suggest that you review your monthly billing statement to ensure that the minimum payment required is met each month. This will allow the balance to decrease over time. As of the date of this letter, the account has a valid balance of $3,107.33, with a minimum payment of $218.00 due by July 20, 2017. No billing adjustment is due at this time. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. Sincerely, Kaija Marshall Compliance Dept. – Consumer Responses cc: Revdex.com
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Ann Taylor Mastercard credit card. We are here to answer your questions andassist with your concerns.We understand from your correspondence submitted, to the Revdex.com,...
that you received athreatening call from a collection agency hired by Comenity Bank from a restricted number and the accountwas not over 30 days old. You requested a statement as you have not received one and the representativerefused to send it. You paid the balance plus a late fee. You state that you opened the account andpresented another credit card and thought the purchase would be on that credit card. You state that due tonon-receipt of the statement you were unaware of how to pay the balance. You are requesting the Bankensure that statements are mailed to consumers before collectors make threats.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations.We apologize if you felt you did not receive the best customer service. We never intend to treat ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.When an account is delinquent, we will attempt to make contact regarding the status of the account.When payments are not received, are made for less than the minimum required, or are received after thedue date cut-off time, the account will be assessed a late fee, as explained in the Credit Card Agreement.After a review of the account, our records indicate the account was opened on December 31.2017, on thatsame day a purchase of $80.29 was placed on the account. On January 7, 2018, a statement was issuedwith a balance of $80.29 and a minimum payment of $30.00 due on February 2, 2018. A payment of $108.98was received on February 11, 2018, as this payment was after the due date, a late fee of $27.00 and afinance charge of $1.69 were assessed to the account.On February 4, 2018, a statement was issued with a balance of $108.96 and a minimum payment of $37.00due on March 2, 2018. Enclosed are the statements for your records.Additionally, our records indicate the statements were mailed to the address above. Please be advised thatthe Bank has not received information from the USPS that the mail was undeliverable.In regard to the restricted number, the Bank does not always have full control of the information that isdisplayed on your caller ID. Caller ID information may vary by phone number; for example, your phoneservice carrier may have limitations on what information is passed through to your caller ID.As of the date of this letter, your balance is zero and the account was closed per your request on February10, 2018.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at (800) 820-8932.Sincerely,Renee S[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Torrid credit card. We are here to answer your questions andassist with your concerns.We understand from your correspondence, submitted to the Better Business...
Bureau, that youreturned all items that were ordered and a refund was to be posted to your account. You stateyou spoke to a representative to verify the merchandise was received and asked if there wouldbe a balance due after all merchandise was refunded. At that time you were advised they couldnot tell you and that it would take three days for the return to post to the account. You also stateyou asked if there would be a late fee assessed to the account and were advised there would notbe. On May 30, 2017, you received a statement with a late fee assessed to the account. At thattime you reached out to the Bank requesting that the late fee be removed from your account. Youwere advised that the account was not eligible for a late fee removal. You are requesting the latefee, and small interest fee be removed and the account closed.Please note Torrid and Comenity Bank are two separate entities. The Bank issues and isresponsible for addressing questions related to your credit card account. Torrid is responsible forhandling matters related to sales, merchandise processing, returns and shipping.We have reviewed the concerns in your complaint as well as communication with the Bank.Please be assured that I listened to the call in question that was placed to the Bank on May 31,2017. During this call you requested the late fee removed. You stated you spoke to arepresentative earlier in the month and were advised you would not be assessed a late fee. Atthat time the representative advised you there was no record of a previous call to the Bank. Weconfirmed you communicated with the Bank via the Bank’s online Account Center. Bank recordsindicate when responding to your question about a late fee the Bank advised a late fee had notbeen billed to your account, and if a late fee was on your next billing statement to contact us tosee if the late fee was eligible to be removed. During the call on May 31, 2017, the Bankrepresentative advised possibly you spoke to Torrid customer service regarding this matter andyou said, yes, that is who you called. The Bank representative advised you due to a previous latefee credit, another late fee could not be removed from the account.Please keep in mind that when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee, as explainedin the Credit Card Agreement.Please understand that we are unwilling to credit your account any additional late fees or financecharges at this time, as the fees are valid.Please be advised, per your request the account was closed on June 5, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Renee S[redacted]
Once again, Comenity claim to have sent me a letter, which I never received. That will be the seventh letter that Comenity claim USPS have failed to deliver. I do not believe USPS lost a single one. They also state:" On April 24, 2017, the Bank submitted a request to the credit reporting agencies for the Trek credit card account to be deleted from your credit bureau report. When this request is made it may take up to 45 business days to be completed. "That was 57 days ago. Neither Trans-union nor Experian have removed the adverse entry.What I would like to have heard from Comenity is why they entered the adverse entry to my credit report before before they had investigated the matter thoroughly, and what steps they plan to take going forward to ensure other non-customers are not inconvenienced and financially out of pocket as a result of their failure to investigate matters properly. Would they have responded at all unless Revdex.com prompted them to do the right thing?
Regards, [redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to help answer account-related questions. Your complaint was forwarded to my...
attention and I appreciate this opportunity to address your concerns. We understand from your complaint that your due date is the 2nd of each month. You state that if you pay on this date, after a certain time, the Bank does not credit your payment until the next business day. You state that this is a way to be charged a late fee. You request a refund for the late fees totaling $74.00 from June 2, 2016, and October 2, 2016. I am happy to share my findings. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Payments made via the Account Center website must be made prior to 8 p.m. Eastern Time (ET), to be credited the same day. To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you. In-store: If the retailer listed on your card has a store near you, you may be able to drop off your payment in the store so it can be applied to your account on the same day. Check the back of your billing statement to see if in-store payments are available for your account. Online: Online payments submitted before 8 p.m. Eastern Time (ET) can be credited to your account same-day. Online payments submitted after 8 p.m. ET will be credited the following day (or on your future scheduled payment date). Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your EXPRESS account. Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We recommend allowing a week for the payment to arrive. If you’re a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible. Phone: If you need to make a same-day payment, you may call us at the phone number on the back of your billing statement before 8 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative. The EXPRESS account does have the option of changing the due date. If you would like to change your due date, please contact our Customer Care team at ###-###-####, to see what dates are available. Bank records indicate that you submitted a request via our Secure Message Center on November 2, 2016, to have the $37.00 late fee from October 2, 2016, removed. In the interest of customer service, this fee was waived. In addition to, we have credited the $37.00 late fee from June 2, 2016. Please note we are unwilling to remove any additional fees regarding this matter. We hope this information is helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Kaija M[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced credit card account. Comenity Capital Bank issues the My BJ's Perks® World for Business credit card. We are here to answer your questions and assist with your concerns. In regard to your account...
being closed, the Bank sent a letter on December 1, 2016, advising the account had been closed, due to continued security concerns involving the account. A copy of this correspondence is enclosed with this letter. Please note the Credit Card Agreement gives us the right to close an account at any time, for any reason. We respectfully decline your request to reopen the account. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Tionna M[redacted]
Dear Mr. [redacted]We received your complaint, addressed to the Revdex.com regarding the abovereferencedaccount. Comenity Capital Bank issues Virgin America Visa@ accounts, and werespond to all account-related inquiries. Your complaint was forwarded to my attention forreview, and I...
appreciate this opportunity to assist you.I understand from your complaint that there is a derogatory mark regarding a Virgin AmericaVisa@ account, appearing an your credit bureau report. You state that you were informed thatyour card was compromised resulting in the necessity for you to receive a new card andaccount number. This shift in account numbers caused a disruption in your auto-pay thoughyour consumer bank, in addition your emailed statements were being labeled as spam.Ultimately the account was reported to the credit bureaus as 30 days delinquent. You wouldlike the negative reporting removed. We apologize for any inconvenience this matter may havecaused you.We currently show you as an authorized buyer on the above-noted account. As such, we areunable to honor your request to remove the reported delinquency as all account changerequests must come directly from the primary account holder. Please note we have respondeddirectly to the primary account holder regarding this issue.We hope you have found this information to be helpful. Should you have any additionalconcerns please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I willbe happy to assist you.
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above referencedaccount. As the bank that issues VICTORIA’S SECRET credit card accounts, we arehere to assist you with account-related questions. Your complaint was forwarded to my attention,and...
I appreciate the opportunity to respond to your concerns.We understand the concerns noted in your correspondence, regarding the late fees which wereassessed to your account. You indicate that you paid your balance in full on the first of the monthand the Bank keeps charging you late fees. One late fee has been removed; however, yourequest the Bank remove all of the charges as you claim they are fraudulent.Please be assured that we have reviewed the account, and we are happy to explain our findingsbelow.Bank records indicate that the payment due date for your VICTORIA’S SECRET account is thefirst of every month. On August 6, 2016, a statement was issued indicating a balance of $77.05,with a minimum payment of $25.00, due by September 1, 2016. On September 2, 2016, youscheduled a same day payment of $77.05 to be withdrawn from your personal checking account.As the payment was not received by the September 1, 2016, due date; a late fee and financecharge were assessed, pursuant to the terms and conditions of the Credit Card Agreement (CCA).Bank records indicate that on September 5, 2016, a statement was issued indicating a balanceof $25.00, with a minimum payment of $25.00, due by October 1, 2016. As no payment wasreceived, a late fee and finance charge were assessed.Bank records further indicate that on October 6, 2016, a statement was issued indicating abalance of $51.00, with a minimum payment of $30.00, due by November 1, 2016. As no paymentwas received, a late fee and finance charge were assessed.For your review, we have enclosed copies of the monthly billing statements, which show theaccount activity that comprised the account balance and delinquencies, which were reported tothe credit bureaus.On October 10, 2016, you contacted the Bank via a secure message requesting a late feeremoval. As a courtesy, one late fee of $25.00 was credited to your account. As no Bank errorswere found, we are unwilling to issue additional credits to the account for the late fees assessed.As of the date of this letter, the account balance is $57.00, and a minimum payment of $31.00 isdue on December 1, 2016.Please be aware that if payment is not received, received after the payment due date, or receivedfor less than the minimum payment due, the account will be assessed a late fee.We apologize for any inconvenience this matter may have caused you, and we hope you find thisinformation to be helpful. Should you have any questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to assist with account-related questions. Your inquiry was forwarded to...
my attention, and I appreciate the opportunity to assist you. We understand from the complaint that you received two credit cards via mail for an EXPRESS account in which you never made purchases. It was a pleasure speaking with you on May 3, 2016; on our call you indicated you did not open this account. Bank records indicate that after you spoke with our Account Protection (Fraud) department on May 3, 2016, a Statement of Fraud and Forgery (SOFF), was sent to you. Please complete the form, in its entirety, in blue or black ink and return it to our Account Protection team. The SOFF may not be returned by email or fax; it must be mailed to us at the following address: Comenity Bank Account Protection Team PO Box 182686 Columbus, OH 43218-2686 Our investigation will begin when the SOFF is returned and processed with information regarding the claim. A letter will be mailed to you with the case number to advise you a case has been opened. Please be advised that fraud investigations can take up to 90 days to complete. Written notification will be sent to you upon completion of the investigation. We encourage you to place a fraud alert on your credit bureau report. The alert will notify potential creditors that you have been a victim of fraud, and you will be contacted before an application is approved. You may contact any one of the agencies listed below and they will notify the other two, so that your alert will be reflected with all agencies. The national credit-reporting agencies may be reached by using the following information: Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 701 Experian Parkway Allen, TX 75013 - 0036 ###-###-#### PO Box 390 Springfield, PA 19064 - 0390 ###-###-#### PO Box 740241 Atlanta, GA 30374 - 0241 ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com We assure you that we will do everything to resolve this situation with as little inconvenience to you as possible. Please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####) with any questions or concerns. They will be happy to assist you. Sincerely, Kaija M[redacted]
Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountsreferenced above. Comenity Bank issues your KingSize and Roaman's credit card accounts,and we are here to assist you with all account-related questions or concerns. I appreciate theopportunity...
to respond to your concerns.We understand from your complaint that you were not aware that additional KingSize andRoaman's accounts were opened in your name. You further state you are on social securitydisability and you are receiving multiple calls a day stating that your payments are behind. Youwould like the calls to stop. You also request that we either combine the accounts or forgive thedebt on the dual cards.Thank you for speaking with me on April 21, 2015. Per our discussion, in the interest ofcustomer service, Cornenity Bank is not holding you responsible for the remaining balance of$267.35 on your KingSize account ending in [redacted]. Also, for the Roaman's account ending in[redacted], we have removed fees totaling $283.64 to provide you with a remaining balance, frompurchases, of $111.41Due to the accounts being reported as past due, Comenity Bank sent a request to the creditbureaus to update their records, and remove the delinquencies. Please allow up to 45 days forthis information to be updated in their records.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding your gordmans credit card account. Comenity Bank issues gordmans credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the...
opportunity to assist you.We understand from your complaint that you went into the gordmans store and were offered a 10% discount for signing up for a credit card that you thought was a discount card. You state that the cashier had you pay cash and also charged your gordmans credit card. Additionally, you went in the store to resolve this matter however, you were told they aren’t able to do anything because your charge receipt is signed. You also requested to review the security footage and believe the person reviewing saw something, but they would not share this information with you. We understand your concerns and apologize for any frustration and inconvenience this matter may have caused you.Please note Comenity Bank and gordmans are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. gordmans is responsible for handling matters related to sales, merchandise processing, returns and shipping.We contacted gordmans on your behalf, and their records indicate the receipt for the purchase in question was not paid for in cash, rather was paid for using the gordmans credit card and the charge receipt was signed. They further state that the security footage from that date is no longer available. If you have any further questions regarding this matter, please contact the corporate office of gordmans at ###-###-####.We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met.We understand it was not your intention to apply for a gordmans credit card account. Due to the misunderstanding; Comenity Bank has issued credits to remove the entire balance of the account. Additionally, we sent notification to the credit-reporting agencies to delete the account, in its entirety, from your credit report. Please allow 45 days for their records to be updated.I hope you find this information to be helpful. Should you have any further questions regarding the information outlined in this letter, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Ashley R[redacted]
Dear Ms. [redacted]
We received your additional complaint, addressed to the Revdex.com, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. Thank you for taking the time to speak with me on September 4, and September 8, 2015, regarding the late fees applied to your HSN credit card account. You are requesting that the Bank discontinue charging your account $35.00 in late fees, and refund the previously assessed late fees that were charged in May 2015 and June 2015. I understand your concerns, and I sincerely apologize for any frustration you may have experienced. As a follow up to our conversation, the Bank made a system adjustment to reduce the past due amount and the current payment amount due on September 28, 2015, to zero. Please be advised, due to this adjustment, no late fee will be assessed to the account for the month of September 2015. Going forward, by making the minimum payment required by the due date, which is the 28th of each month, your account should remain current. If 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 and finance charge, as explained in the Credit Card Agreement (CCA). Enclosed, please find a copy of the CCA for your records. Please be advised that no late fee was assessed to your account in May 2015. However, in the interest of customer service, credits totaling $70.00 were issued to the account to remove two previously assessed late fees. We value you as a customer, and hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Lauren Smith [redacted]
I got a message today regarding my complaint had not received feedback. This is the only message I am aware of on this matter. The company did send me a letter saying that my account was zero, so that is resolved to my satisfaction. I do not know if you sent me a message and I did not receive it or deleted it by accident. Regardless, I want you to know that I am happy with the out come and thank you so much for helping me in this matter.
Dear [redacted] We received the complaint that you sent to the Revdex.com, regarding the above-noted accounts. Comenity Bank issues ANN TAYLOR and ANN TAYLOR MasterCard® accounts, and we are here to help with your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to address your concerns. We understand your concerns as explained in your correspondence. You upgraded your ANN TAYLOR credit card to an ANN TAYLOR MasterCard® and the ANN TAYLOR credit card should have been cancelled. You state that charges were applied to both accounts on the same day and that mathematical errors were made, regarding the balance transfer from the ANN TAYLOR account to the ANN TAYLOR MasterCard® account. In addition, when speaking with Bank representatives, you asked for a manager; as your concerns were unresolved. You request that we correct your account and your credit report. On behalf of the Bank, I sincerely apologize for the frustration and inconvenience you have experienced as a result of this matter. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns; as we review all complaints made to help enhance the customer experience. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we are disappointed when a customer receives less than that. Our records indicate the ANN TAYLOR credit card account, ending in [redacted], was opened on April 18, 2014, and on May 21, 2016, the ANN TAYLOR MasterCard® account, ending in [redacted], was opened. Use of the accounts, or failure to close the accounts within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Please be assured the application disclaimer advises, if a customer currently has an ANN TAYLOR credit card, when submitting the application, they are requesting an ANN TAYLOR MasterCard® to replace their existing credit card. If approved, their existing account may be closed and any balance may be transferred to their new ANN TAYLOR MasterCard® account. On May 21, 2016, the same day the ANN TAYLOR MasterCard® account was opened, two retail purchases were applied to the account, in the amounts of $51.37 and $180.04. In addition, two retail returns were applied to your ANN TAYLOR account, in the amounts of ($52.19) and ($112.79). Our records further indicate two balance transfers were made. A transfer of $290.12 was completed on June 2, 2016, and on June 4, 2016, $30.79 was transferred. These amounts were credited from the ANN TAYLOR account, and debited to the ANN TAYLOR MasterCard® account, which was part of the Bank’s consolidation of the two accounts. As a result, the ANN TAYLOR account balance became zero and the account was closed on June 5, 2016; this information was reported to your credit report and no negative payment information was reported to the national credit-reporting agencies. On June 5, 2016, a confirmation letter was mailed to you, advising that these accounts were consolidated. After the closure of the ANN TAYLOR account, on June 14, 2016, a payment of $30.79 was received. The payment created a credit balance of $30.79, and a refund check was issued to you on July 26, 2016. The ANN TAYLOR MasterCard® account billed on June 2, 2016, with a balance of $629.88 and a minimum payment of $30.00 due by June 28, 2016. Subsequent billing statements were issued, and as no payments have been received, the account was assessed late fees and finance charges, in accordance with the CCA, and the account became three billing cycles (60-days) past due. Because of the consolidation of the accounts, and in the interest of customer service, I have issued a credit to the ANN TAYLOR MasterCard® account totaling $120.30. This credit removes the late fees and the $19.30 finance charge that was assessed to the account. The adjustments will reflect on your next billing statement. Additionally, I have removed the past due amount and your next payment will be due on October 28, 2016. Please be assured that notification was sent to the national credit-reporting agencies with instructions to delete the delinquencies that were reported, regarding the ANN TAYLOR MasterCard® account. Please allow 45 days for the agencies to update their records. Enclosed, please find copies of the ANN TAYLOR and ANN TAYLOR MasterCard® monthly billing statements, which show the account activity. Per your request, the ANN TAYLOR MasterCard® account was closed on July 17, 2016. Although you requested your account closed, we hope that you will continue to shop with Ann Taylor. Again, I apologize for the inconvenience, and hope this information is helpful. Should you have any questions or concerns, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Tionna M[redacted]
This is a totally unacceptable response. It's your mistake that the even approved it in the first place, and you want to punish the consumer for their actions. I respectfully decline your response, as they have declined my request. Also, with all due respect, you people are incompetent, and can shove your cards. I am done doing business with you people. I don't want any further contact about this. I would like to have this marked as closed, and dissatisfied, by the Revdex.com.Regards, [redacted]
Dear [redacted] Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the Roaman’s credit card. We are here to answer your questions and assist with your concerns. We understand from your additional complaint that you do not understand why you owe $45.01, that when you returned the items the representative advised that it would be free of charge. You state you are willing to send $15.00 and no more. We apologize for the inconvenience you have experienced regarding this matter. As previously advised, Comenity Bank and Roaman’s are two separate entities. The Bank issues and is responsible for addressing questions related to the Roaman’s credit card account, while Roaman’s is responsible for handling matters related to sales, merchandise processing, returns, shipping and handling, and Smart Label fees. We have contacted Roaman’s on your behalf and we have been advised that the two orders placed did not have free shipping and handling. Please be advised that when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded. Additionally, if you use the Smart Label for the return, your account is billed $7.50 for the cost of the return shipping. The balance on your account of $45.01, consists of two Smart Label fees of $7.50, plus the original shipping and handling cost of $17.15 from your first order, and $12.86 for the original shipping and handling from the second order. The balance on your account is valid. If you have any additional questions regarding shipping and handling, we suggest you contact Roaman’s at [redacted] I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Ashley H[redacted]
Dear [redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Pottery Barn credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence that...
your Pottery Barn account was charged a late fee of $27.00. You contacted Pottery Barn, but did not receive assistance. You sent payment, in advance, and are not sure why the late charge was added to your account. Furthermore, you would like to have the late fee refunded. Please note Comenity Bank and Pottery Barn are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Pottery Barn is responsible for handling matters related to sales, merchandise processing, returns and shipping. Bank records indicate your payment due date is the sixth of every month. Your Pottery Barn account is a regular revolving account, which means that if there is a balance, a minimum payment is required each billing period. Please keep in mind that when payments are not received, are made for less than the minimum required, or are received after the due date cut-off time, the account will be assessed a late fee, as explained in the Credit Card Agreement. In the interest of customer service, I have issued a $27.00 credit for the previously assessed late fee. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Rosa M[redacted]
I am rejecting the business response because of the fact that the $60.00 was paid. I was notified that I needed to make a payment on the account. I made the payment. They sent me a letter saying that my bank informed them the the account was closed. I checked with my bank and they informed me that the account was still open.
Regards, [redacted]
The Comenity Bank insisted they had mailed the first statement and the credit card which they did not. The Comenity Bank had very bad rating on the search record. The employee at the Comenity Bank are telling different answers if you call for instruction and they are on purpose cheating their customers.
Dear Mr. [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced application. Comenity Bank issues EXPRESS credit card accounts, and we are here to help with your account-related questions. I...
appreciate this opportunity to assist you. We understand from your complaint that you received a letter from the Bank regarding a recent application. You state you contacted the Bank using the phone number provided on the letter. You were asked several questions regarding your personal information; however, you are not willing to provide more than your full name and address. You state the customer service representatives were rude and aggressive and you received no resolution on this call. We apologize for any frustration this matter has caused you. 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. Please be advised when a suspicious application is received, the Bank will send a letter asking the named applicant to call. Please understand that when processing the application, the Bank had concerns; therefore, the application was suspended, and a letter was sent to you. When contacting the Bank we will ask for personal information in order to assist with the matter. Please be assured the Bank has stopped the application, and deemed it a fraudulent application. We have submitted a request to the credit-reporting agencies to remove the credit inquiry that resulted from the application. If you believe you have been a victim of fraud, we encourage you to contact the credit-reporting agencies and place a fraud alert on your credit file. The alert will notify potential creditors that you have been a victim of fraud, and you will be contacted before an application is approved. You may contact any one of the agencies listed below and they will notify the other two, so your alert will be reflected with all agencies. Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 701 Experian Parkway Allen, TX 75013 - 0036 ###-###-#### PO Box 390 Springfield, PA 19064 - 0390 ###-###-#### PO Box 740241 Atlanta, GA 30374 - 0241 ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com We hope this information is helpful. Should you have any further questions or concerns, please contact the Account Protection department at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you. Sincerely, Kaija M[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Wayfair Card credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that you opened a Wayfair Card account...
with a credit limit of $4,500.00. You state that you continue to pay your bill; and that you only skipped a payment or two. Due to this matter the credit limit was decreased to $3,100.00 and every time that you make a payment the balance does not decrease. You request an adjustment to the account, as you make $109.00 payments to the account each month. I am happy to share my findings. Bank records indicate the account was opened May 16, 2016, with a credit limit of $4,500.00. The credit limit was decreased to $3,100.00 on November 24, 2016, as the account was past due for more than one consecutive billing period. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Our records further indicate that from September 2016 through June 2017, excluding the months of February 2017 and March 2017, the minimum due amount was not met: which caused a late fee to be assessed to the balance each month. Although, you were making a payment of $109.00, with the applicable finance charge and late fee assessed, the balance increased. We suggest that you review your monthly billing statement to ensure that the minimum payment required is met each month. This will allow the balance to decrease over time. As of the date of this letter, the account has a valid balance of $3,107.33, with a minimum payment of $218.00 due by July 20, 2017. No billing adjustment is due at this time. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. Sincerely, Kaija Marshall Compliance Dept. – Consumer Responses cc: Revdex.com
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Ann Taylor Mastercard credit card. We are here to answer your questions andassist with your concerns.We understand from your correspondence submitted, to the Revdex.com,...
that you received athreatening call from a collection agency hired by Comenity Bank from a restricted number and the accountwas not over 30 days old. You requested a statement as you have not received one and the representativerefused to send it. You paid the balance plus a late fee. You state that you opened the account andpresented another credit card and thought the purchase would be on that credit card. You state that due tonon-receipt of the statement you were unaware of how to pay the balance. You are requesting the Bankensure that statements are mailed to consumers before collectors make threats.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations.We apologize if you felt you did not receive the best customer service. We never intend to treat ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.When an account is delinquent, we will attempt to make contact regarding the status of the account.When payments are not received, are made for less than the minimum required, or are received after thedue date cut-off time, the account will be assessed a late fee, as explained in the Credit Card Agreement.After a review of the account, our records indicate the account was opened on December 31.2017, on thatsame day a purchase of $80.29 was placed on the account. On January 7, 2018, a statement was issuedwith a balance of $80.29 and a minimum payment of $30.00 due on February 2, 2018. A payment of $108.98was received on February 11, 2018, as this payment was after the due date, a late fee of $27.00 and afinance charge of $1.69 were assessed to the account.On February 4, 2018, a statement was issued with a balance of $108.96 and a minimum payment of $37.00due on March 2, 2018. Enclosed are the statements for your records.Additionally, our records indicate the statements were mailed to the address above. Please be advised thatthe Bank has not received information from the USPS that the mail was undeliverable.In regard to the restricted number, the Bank does not always have full control of the information that isdisplayed on your caller ID. Caller ID information may vary by phone number; for example, your phoneservice carrier may have limitations on what information is passed through to your caller ID.As of the date of this letter, your balance is zero and the account was closed per your request on February10, 2018.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at (800) 820-8932.Sincerely,Renee S[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Torrid credit card. We are here to answer your questions andassist with your concerns.We understand from your correspondence, submitted to the Better Business...
Bureau, that youreturned all items that were ordered and a refund was to be posted to your account. You stateyou spoke to a representative to verify the merchandise was received and asked if there wouldbe a balance due after all merchandise was refunded. At that time you were advised they couldnot tell you and that it would take three days for the return to post to the account. You also stateyou asked if there would be a late fee assessed to the account and were advised there would notbe. On May 30, 2017, you received a statement with a late fee assessed to the account. At thattime you reached out to the Bank requesting that the late fee be removed from your account. Youwere advised that the account was not eligible for a late fee removal. You are requesting the latefee, and small interest fee be removed and the account closed.Please note Torrid and Comenity Bank are two separate entities. The Bank issues and isresponsible for addressing questions related to your credit card account. Torrid is responsible forhandling matters related to sales, merchandise processing, returns and shipping.We have reviewed the concerns in your complaint as well as communication with the Bank.Please be assured that I listened to the call in question that was placed to the Bank on May 31,2017. During this call you requested the late fee removed. You stated you spoke to arepresentative earlier in the month and were advised you would not be assessed a late fee. Atthat time the representative advised you there was no record of a previous call to the Bank. Weconfirmed you communicated with the Bank via the Bank’s online Account Center. Bank recordsindicate when responding to your question about a late fee the Bank advised a late fee had notbeen billed to your account, and if a late fee was on your next billing statement to contact us tosee if the late fee was eligible to be removed. During the call on May 31, 2017, the Bankrepresentative advised possibly you spoke to Torrid customer service regarding this matter andyou said, yes, that is who you called. The Bank representative advised you due to a previous latefee credit, another late fee could not be removed from the account.Please keep in mind that when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee, as explainedin the Credit Card Agreement.Please understand that we are unwilling to credit your account any additional late fees or financecharges at this time, as the fees are valid.Please be advised, per your request the account was closed on June 5, 2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Renee S[redacted]
Once again, Comenity claim to have sent me a letter, which I never received. That will be the seventh letter that Comenity claim USPS have failed to deliver. I do not believe USPS lost a single one. They also state:" On April 24, 2017, the Bank submitted a request to the credit reporting agencies for the Trek credit card account to be deleted from your credit bureau report. When this request is made it may take up to 45 business days to be completed. "That was 57 days ago. Neither Trans-union nor Experian have removed the adverse entry.What I would like to have heard from Comenity is why they entered the adverse entry to my credit report before before they had investigated the matter thoroughly, and what steps they plan to take going forward to ensure other non-customers are not inconvenienced and financially out of pocket as a result of their failure to investigate matters properly. Would they have responded at all unless Revdex.com prompted them to do the right thing?
Regards, [redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to help answer account-related questions. Your complaint was forwarded to my...
attention and I appreciate this opportunity to address your concerns. We understand from your complaint that your due date is the 2nd of each month. You state that if you pay on this date, after a certain time, the Bank does not credit your payment until the next business day. You state that this is a way to be charged a late fee. You request a refund for the late fees totaling $74.00 from June 2, 2016, and October 2, 2016. I am happy to share my findings. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Payments made via the Account Center website must be made prior to 8 p.m. Eastern Time (ET), to be credited the same day. To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you. In-store: If the retailer listed on your card has a store near you, you may be able to drop off your payment in the store so it can be applied to your account on the same day. Check the back of your billing statement to see if in-store payments are available for your account. Online: Online payments submitted before 8 p.m. Eastern Time (ET) can be credited to your account same-day. Online payments submitted after 8 p.m. ET will be credited the following day (or on your future scheduled payment date). Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your EXPRESS account. Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We recommend allowing a week for the payment to arrive. If you’re a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible. Phone: If you need to make a same-day payment, you may call us at the phone number on the back of your billing statement before 8 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative. The EXPRESS account does have the option of changing the due date. If you would like to change your due date, please contact our Customer Care team at ###-###-####, to see what dates are available. Bank records indicate that you submitted a request via our Secure Message Center on November 2, 2016, to have the $37.00 late fee from October 2, 2016, removed. In the interest of customer service, this fee was waived. In addition to, we have credited the $37.00 late fee from June 2, 2016. Please note we are unwilling to remove any additional fees regarding this matter. We hope this information is helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Kaija M[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced credit card account. Comenity Capital Bank issues the My BJ's Perks® World for Business credit card. We are here to answer your questions and assist with your concerns. In regard to your account...
being closed, the Bank sent a letter on December 1, 2016, advising the account had been closed, due to continued security concerns involving the account. A copy of this correspondence is enclosed with this letter. Please note the Credit Card Agreement gives us the right to close an account at any time, for any reason. We respectfully decline your request to reopen the account. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Tionna M[redacted]
Dear Mr. [redacted]We received your complaint, addressed to the Revdex.com regarding the abovereferencedaccount. Comenity Capital Bank issues Virgin America Visa@ accounts, and werespond to all account-related inquiries. Your complaint was forwarded to my attention forreview, and I...
appreciate this opportunity to assist you.I understand from your complaint that there is a derogatory mark regarding a Virgin AmericaVisa@ account, appearing an your credit bureau report. You state that you were informed thatyour card was compromised resulting in the necessity for you to receive a new card andaccount number. This shift in account numbers caused a disruption in your auto-pay thoughyour consumer bank, in addition your emailed statements were being labeled as spam.Ultimately the account was reported to the credit bureaus as 30 days delinquent. You wouldlike the negative reporting removed. We apologize for any inconvenience this matter may havecaused you.We currently show you as an authorized buyer on the above-noted account. As such, we areunable to honor your request to remove the reported delinquency as all account changerequests must come directly from the primary account holder. Please note we have respondeddirectly to the primary account holder regarding this issue.We hope you have found this information to be helpful. Should you have any additionalconcerns please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I willbe happy to assist you.
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above referencedaccount. As the bank that issues VICTORIA’S SECRET credit card accounts, we arehere to assist you with account-related questions. Your complaint was forwarded to my attention,and...
I appreciate the opportunity to respond to your concerns.We understand the concerns noted in your correspondence, regarding the late fees which wereassessed to your account. You indicate that you paid your balance in full on the first of the monthand the Bank keeps charging you late fees. One late fee has been removed; however, yourequest the Bank remove all of the charges as you claim they are fraudulent.Please be assured that we have reviewed the account, and we are happy to explain our findingsbelow.Bank records indicate that the payment due date for your VICTORIA’S SECRET account is thefirst of every month. On August 6, 2016, a statement was issued indicating a balance of $77.05,with a minimum payment of $25.00, due by September 1, 2016. On September 2, 2016, youscheduled a same day payment of $77.05 to be withdrawn from your personal checking account.As the payment was not received by the September 1, 2016, due date; a late fee and financecharge were assessed, pursuant to the terms and conditions of the Credit Card Agreement (CCA).Bank records indicate that on September 5, 2016, a statement was issued indicating a balanceof $25.00, with a minimum payment of $25.00, due by October 1, 2016. As no payment wasreceived, a late fee and finance charge were assessed.Bank records further indicate that on October 6, 2016, a statement was issued indicating abalance of $51.00, with a minimum payment of $30.00, due by November 1, 2016. As no paymentwas received, a late fee and finance charge were assessed.For your review, we have enclosed copies of the monthly billing statements, which show theaccount activity that comprised the account balance and delinquencies, which were reported tothe credit bureaus.On October 10, 2016, you contacted the Bank via a secure message requesting a late feeremoval. As a courtesy, one late fee of $25.00 was credited to your account. As no Bank errorswere found, we are unwilling to issue additional credits to the account for the late fees assessed.As of the date of this letter, the account balance is $57.00, and a minimum payment of $31.00 isdue on December 1, 2016.Please be aware that if payment is not received, received after the payment due date, or receivedfor less than the minimum payment due, the account will be assessed a late fee.We apologize for any inconvenience this matter may have caused you, and we hope you find thisinformation to be helpful. Should you have any questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to assist with account-related questions. Your inquiry was forwarded to...
my attention, and I appreciate the opportunity to assist you. We understand from the complaint that you received two credit cards via mail for an EXPRESS account in which you never made purchases. It was a pleasure speaking with you on May 3, 2016; on our call you indicated you did not open this account. Bank records indicate that after you spoke with our Account Protection (Fraud) department on May 3, 2016, a Statement of Fraud and Forgery (SOFF), was sent to you. Please complete the form, in its entirety, in blue or black ink and return it to our Account Protection team. The SOFF may not be returned by email or fax; it must be mailed to us at the following address: Comenity Bank Account Protection Team PO Box 182686 Columbus, OH 43218-2686 Our investigation will begin when the SOFF is returned and processed with information regarding the claim. A letter will be mailed to you with the case number to advise you a case has been opened. Please be advised that fraud investigations can take up to 90 days to complete. Written notification will be sent to you upon completion of the investigation. We encourage you to place a fraud alert on your credit bureau report. The alert will notify potential creditors that you have been a victim of fraud, and you will be contacted before an application is approved. You may contact any one of the agencies listed below and they will notify the other two, so that your alert will be reflected with all agencies. The national credit-reporting agencies may be reached by using the following information: Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 701 Experian Parkway Allen, TX 75013 - 0036 ###-###-#### PO Box 390 Springfield, PA 19064 - 0390 ###-###-#### PO Box 740241 Atlanta, GA 30374 - 0241 ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com We assure you that we will do everything to resolve this situation with as little inconvenience to you as possible. Please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####) with any questions or concerns. They will be happy to assist you. Sincerely, Kaija M[redacted]
Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountsreferenced above. Comenity Bank issues your KingSize and Roaman's credit card accounts,and we are here to assist you with all account-related questions or concerns. I appreciate theopportunity...
to respond to your concerns.We understand from your complaint that you were not aware that additional KingSize andRoaman's accounts were opened in your name. You further state you are on social securitydisability and you are receiving multiple calls a day stating that your payments are behind. Youwould like the calls to stop. You also request that we either combine the accounts or forgive thedebt on the dual cards.Thank you for speaking with me on April 21, 2015. Per our discussion, in the interest ofcustomer service, Cornenity Bank is not holding you responsible for the remaining balance of$267.35 on your KingSize account ending in [redacted]. Also, for the Roaman's account ending in[redacted], we have removed fees totaling $283.64 to provide you with a remaining balance, frompurchases, of $111.41Due to the accounts being reported as past due, Comenity Bank sent a request to the creditbureaus to update their records, and remove the delinquencies. Please allow up to 45 days forthis information to be updated in their records.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding your gordmans credit card account. Comenity Bank issues gordmans credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the...
opportunity to assist you.We understand from your complaint that you went into the gordmans store and were offered a 10% discount for signing up for a credit card that you thought was a discount card. You state that the cashier had you pay cash and also charged your gordmans credit card. Additionally, you went in the store to resolve this matter however, you were told they aren’t able to do anything because your charge receipt is signed. You also requested to review the security footage and believe the person reviewing saw something, but they would not share this information with you. We understand your concerns and apologize for any frustration and inconvenience this matter may have caused you.Please note Comenity Bank and gordmans are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. gordmans is responsible for handling matters related to sales, merchandise processing, returns and shipping.We contacted gordmans on your behalf, and their records indicate the receipt for the purchase in question was not paid for in cash, rather was paid for using the gordmans credit card and the charge receipt was signed. They further state that the security footage from that date is no longer available. If you have any further questions regarding this matter, please contact the corporate office of gordmans at ###-###-####.We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met.We understand it was not your intention to apply for a gordmans credit card account. Due to the misunderstanding; Comenity Bank has issued credits to remove the entire balance of the account. Additionally, we sent notification to the credit-reporting agencies to delete the account, in its entirety, from your credit report. Please allow 45 days for their records to be updated.I hope you find this information to be helpful. Should you have any further questions regarding the information outlined in this letter, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Ashley R[redacted]
Dear Ms. [redacted]
We received your additional complaint, addressed to the Revdex.com, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. Thank you for taking the time to speak with me on September 4, and September 8, 2015, regarding the late fees applied to your HSN credit card account. You are requesting that the Bank discontinue charging your account $35.00 in late fees, and refund the previously assessed late fees that were charged in May 2015 and June 2015. I understand your concerns, and I sincerely apologize for any frustration you may have experienced. As a follow up to our conversation, the Bank made a system adjustment to reduce the past due amount and the current payment amount due on September 28, 2015, to zero. Please be advised, due to this adjustment, no late fee will be assessed to the account for the month of September 2015. Going forward, by making the minimum payment required by the due date, which is the 28th of each month, your account should remain current. If 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 and finance charge, as explained in the Credit Card Agreement (CCA). Enclosed, please find a copy of the CCA for your records. Please be advised that no late fee was assessed to your account in May 2015. However, in the interest of customer service, credits totaling $70.00 were issued to the account to remove two previously assessed late fees. We value you as a customer, and hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Lauren Smith [redacted]
I got a message today regarding my complaint had not received feedback. This is the only message I am aware of on this matter. The company did send me a letter saying that my account was zero, so that is resolved to my satisfaction. I do not know if you sent me a message and I did not receive it or deleted it by accident. Regardless, I want you to know that I am happy with the out come and thank you so much for helping me in this matter.
Dear [redacted] We received the complaint that you sent to the Revdex.com, regarding the above-noted accounts. Comenity Bank issues ANN TAYLOR and ANN TAYLOR MasterCard® accounts, and we are here to help with your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to address your concerns. We understand your concerns as explained in your correspondence. You upgraded your ANN TAYLOR credit card to an ANN TAYLOR MasterCard® and the ANN TAYLOR credit card should have been cancelled. You state that charges were applied to both accounts on the same day and that mathematical errors were made, regarding the balance transfer from the ANN TAYLOR account to the ANN TAYLOR MasterCard® account. In addition, when speaking with Bank representatives, you asked for a manager; as your concerns were unresolved. You request that we correct your account and your credit report. On behalf of the Bank, I sincerely apologize for the frustration and inconvenience you have experienced as a result of this matter. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns; as we review all complaints made to help enhance the customer experience. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we are disappointed when a customer receives less than that. Our records indicate the ANN TAYLOR credit card account, ending in [redacted], was opened on April 18, 2014, and on May 21, 2016, the ANN TAYLOR MasterCard® account, ending in [redacted], was opened. Use of the accounts, or failure to close the accounts within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Please be assured the application disclaimer advises, if a customer currently has an ANN TAYLOR credit card, when submitting the application, they are requesting an ANN TAYLOR MasterCard® to replace their existing credit card. If approved, their existing account may be closed and any balance may be transferred to their new ANN TAYLOR MasterCard® account. On May 21, 2016, the same day the ANN TAYLOR MasterCard® account was opened, two retail purchases were applied to the account, in the amounts of $51.37 and $180.04. In addition, two retail returns were applied to your ANN TAYLOR account, in the amounts of ($52.19) and ($112.79). Our records further indicate two balance transfers were made. A transfer of $290.12 was completed on June 2, 2016, and on June 4, 2016, $30.79 was transferred. These amounts were credited from the ANN TAYLOR account, and debited to the ANN TAYLOR MasterCard® account, which was part of the Bank’s consolidation of the two accounts. As a result, the ANN TAYLOR account balance became zero and the account was closed on June 5, 2016; this information was reported to your credit report and no negative payment information was reported to the national credit-reporting agencies. On June 5, 2016, a confirmation letter was mailed to you, advising that these accounts were consolidated. After the closure of the ANN TAYLOR account, on June 14, 2016, a payment of $30.79 was received. The payment created a credit balance of $30.79, and a refund check was issued to you on July 26, 2016. The ANN TAYLOR MasterCard® account billed on June 2, 2016, with a balance of $629.88 and a minimum payment of $30.00 due by June 28, 2016. Subsequent billing statements were issued, and as no payments have been received, the account was assessed late fees and finance charges, in accordance with the CCA, and the account became three billing cycles (60-days) past due. Because of the consolidation of the accounts, and in the interest of customer service, I have issued a credit to the ANN TAYLOR MasterCard® account totaling $120.30. This credit removes the late fees and the $19.30 finance charge that was assessed to the account. The adjustments will reflect on your next billing statement. Additionally, I have removed the past due amount and your next payment will be due on October 28, 2016. Please be assured that notification was sent to the national credit-reporting agencies with instructions to delete the delinquencies that were reported, regarding the ANN TAYLOR MasterCard® account. Please allow 45 days for the agencies to update their records. Enclosed, please find copies of the ANN TAYLOR and ANN TAYLOR MasterCard® monthly billing statements, which show the account activity. Per your request, the ANN TAYLOR MasterCard® account was closed on July 17, 2016. Although you requested your account closed, we hope that you will continue to shop with Ann Taylor. Again, I apologize for the inconvenience, and hope this information is helpful. Should you have any questions or concerns, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Tionna M[redacted]
This is a totally unacceptable response. It's your mistake that the even approved it in the first place, and you want to punish the consumer for their actions. I respectfully decline your response, as they have declined my request. Also, with all due respect, you people are incompetent, and can shove your cards. I am done doing business with you people. I don't want any further contact about this. I would like to have this marked as closed, and dissatisfied, by the Revdex.com.Regards, [redacted]
Dear [redacted] Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the Roaman’s credit card. We are here to answer your questions and assist with your concerns. We understand from your additional complaint that you do not understand why you owe $45.01, that when you returned the items the representative advised that it would be free of charge. You state you are willing to send $15.00 and no more. We apologize for the inconvenience you have experienced regarding this matter. As previously advised, Comenity Bank and Roaman’s are two separate entities. The Bank issues and is responsible for addressing questions related to the Roaman’s credit card account, while Roaman’s is responsible for handling matters related to sales, merchandise processing, returns, shipping and handling, and Smart Label fees. We have contacted Roaman’s on your behalf and we have been advised that the two orders placed did not have free shipping and handling. Please be advised that when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded. Additionally, if you use the Smart Label for the return, your account is billed $7.50 for the cost of the return shipping. The balance on your account of $45.01, consists of two Smart Label fees of $7.50, plus the original shipping and handling cost of $17.15 from your first order, and $12.86 for the original shipping and handling from the second order. The balance on your account is valid. If you have any additional questions regarding shipping and handling, we suggest you contact Roaman’s at [redacted] I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Ashley H[redacted]
Dear [redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Pottery Barn credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence that...
your Pottery Barn account was charged a late fee of $27.00. You contacted Pottery Barn, but did not receive assistance. You sent payment, in advance, and are not sure why the late charge was added to your account. Furthermore, you would like to have the late fee refunded. Please note Comenity Bank and Pottery Barn are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Pottery Barn is responsible for handling matters related to sales, merchandise processing, returns and shipping. Bank records indicate your payment due date is the sixth of every month. Your Pottery Barn account is a regular revolving account, which means that if there is a balance, a minimum payment is required each billing period. Please keep in mind that when payments are not received, are made for less than the minimum required, or are received after the due date cut-off time, the account will be assessed a late fee, as explained in the Credit Card Agreement. In the interest of customer service, I have issued a $27.00 credit for the previously assessed late fee. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Rosa M[redacted]
I am rejecting the business response because of the fact that the $60.00 was paid. I was notified that I needed to make a payment on the account. I made the payment. They sent me a letter saying that my bank informed them the the account was closed. I checked with my bank and they informed me that the account was still open.
Regards, [redacted]