Dear [redacted] We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues TALBOTS credit card accounts, and we are here to answer all of your account-related questions. Your complaint was forwarded...
to my attention for review, and I appreciate this opportunity to assist you. We are sorry to hear about the passing of your father, as well as your bank information being compromised. We understand from your complaint that you had automatic payments set up from your bank to pay your TALBOTS credit card account, and the payments were not sent due to a compromise with your bank. We also understand that you are requesting your account be reopened, the late fees removed, and your credit report updated. Our records indicate that your account exceeded six consecutive billings past due as payment was not made according to the terms of the Credit Card Agreement. In consequence, the account was permanently closed and written off. We respectfully deny your request to reopen your account or remove the assessed fees. Additionally, no changes will be made to the reporting of the account. I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me at ###-###-####. I would be happy to assist you. Sincerely, Kristina W[redacted]
Dear [redacted]We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. As the bank that issues VICTORIA’S SECRET credit card accounts, we are here to assist you with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.We understand your concerns in the complaint regarding the closure of your VICTORIA’S SECRET account and that you want the account reopened. You have expressed your dissatisfaction of the closure of your account and that you verified your personal information, by telephone, including that multiple purchases would be made. You advise the Bank to fix this issue and that you are unwilling to reapply for another account.As previously indicated, during the process of researching potential fraud, customers may receive a letter informing them that the account has been temporarily closed. The Bank has to be contacted by the customer to verify information, or at times, they are required to send total id documentation to us. This documentation consist of a valid government-issued identification (i.e., Driver’s License, Passport, and State ID), a copy of a signed social security card, and a copy of a current utility bill (i.e., gas, electricity, or water) or a bank statement with your current address. All customers have 35 days from the date on the letter to send this information.The hold in June required that you send the Bank’s Account Protection (Fraud) team total id verification. Unfortunately, this information was not something that could be provided by telephone and the Bank did not receive the document(s) from you. As a result, the account was permanently closed on July 28, 2016.Comenity Bank’s position remains unchanged and we are unwilling to reinstate the VICTORIA’S SECRET account. We consider this matter resolved.We apologize for the inconvenience this matter has caused. Should you have any further questions about the account, please contact a member of our Account Protection Team at ###-###-#### (TDD/TTY ###-###-####). They will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bankissues Pottery Barn Kids credit card accounts, and we respond toaccount-related questions. Your complaintwas forwarded to my attention, and I...
appreciate the opportunity to respond toyour concerns.We understand your concerns regarding the refund check in the amount of $49.18 foryour account. We further understand thatyou have not received the refund check in the amount of $49.18, and that youare willing to send a payment of $19.20 to cover the balance owed on youraccount in full. I apologize for anyinconvenience this matter may have caused you.Our records indicate your Pottery Barn Kids account had a credit balance of $49.18on your January 21, 2015, billing statement. A refund check in the amount of $49.18 was mailed to you on February 20,2015, and was cashed on March 3, 2015, which eliminated the credit balance onyour account. Enclosed is a copy of the cashedrefund check for your files.On March 31, 2015, a purchase of $91.72 was charged to the account and a credit of$25.00 was applied to your account on April 1, 2015, these transactions were reflectedon your April 20, 2015, billing statement. As no payment was received by the due date of May 16, 2015, a late feeand finance charge totaling $26.66 were assessed to the account as indicated inthe Credit Card Agreement.In the interest of customer service we have removed the previously assessed, latefee and finance charge in the amount of $26.66. As of the date of this letter, your current account balance is$66.72. The Bank considers this balance tobe valid.We hope this information is helpful. Shouldyou 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,[redacted]Consumer Relations Specialist
Dear [redacted] We recently received a 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 inquiries. I appreciate the opportunity to...
assist you. We understand from your complaint that you purchased a laptop, along with an extended warranty, from HSN in October 2014. You state that you returned the laptop to HSN, and that you received credit for the returned merchandise on October 30, 2014. However, you received monthly billing statements from the Bank indicating an account balance of $125.24. In an attempt to rectify this matter, you scheduled a same day payment by phone with a Bank representative for the account balance, including a $15.00 same day payment by phone fee. You are requesting Comenity Capital Bank reinstate your HSN credit card account, issue you a full refund for any money paid towards the account, and send notification to the credit bureaus acknowledging the error. We understand your concerns, and we sincerely apologize for any frustration or inconvenience this matter may have caused you. After a thorough review, our records indicate on October 13, 2014, you elected to enroll in an optional debt cancellation program from Account Assure. The monthly fee for Account Assure is based on the outstanding monthly balance of your HSN account each month. The monthly fee is $1.99 per $100.00 of your outstanding balance. If there is no balance at billing, there is no charge. Bank records further indicate a charge of $652.15 for a HP 17” A4 laptop was applied to the account on October 13, 2014. The purchase was placed on a 9-month promotion with deferred interest payment required plan, scheduled to end on July 17, 2015. On October 14, 2014, a charge of $163.00 for an extended warranty was applied to the account. On October 22, 2014, your HSN account billed with an outstanding balance of $831.36; as a result, charges in the amount of $12.97 and $3.24 were applied to the account for the Account Assure monthly subscription fee. On October 30, 2014, HSN issued credits, for the returned merchandise, in the amount of $815.15 to the HSN account. The remaining balance due on the account after these credits were applied was $16.21, which included the Account Assure monthly subscription fees. As payments were not received by the respective due date(s) and/or were made for less than the minimum payment required, late fees and finance charges were applied to the account, as explained in the Credit Card Agreement (CCA), and the HSN account was reported as 60-days past due. Although there were no Bank errors, in the interest of customer service, we issued credits totaling $140.24 on April 13, 2015, for all applicable fees. The credits issued resulted in a $140.24 credit balance. A refund check in this amount was requested for you, and should arrive in a separate mailing within 14 days. In addition, we sent notification to the national credit-reporting agencies, with instructions to delete the negative payment information for the months of December 2014, February 2015, and March 2015, from your credit bureau report. Please allow the credit-reporting agencies 45 days to update their records. Please be assured, as the date of this letter, your enrollment in the account protection from Account Assure has been cancelled, and your HSN account has been restored. The account balance is zero, and the credit limit is $1,500.00. We 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, [redacted] Consumer Relations Specialist
I did not receive a January billing statement since I did not have a balance on the account at that time. The process change was very misleading and that is why I am complaining. I would be happy to discontinue the deferred interest but I do not want to incur interest charges on the entire balance for the last two months, which would effectively negate any rewards points I have accrued. I am extremely unhappy with their customer service and will be paying the balance in full and canceling my account.
Regards,
[redacted]
Dear Ms. [redacted]We received your complaint, sent to the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues Victoria's SecretrPlNK credit cards, and we arehere to help answer account-related questions. Your complaint was forwarded to my attention,and I appreciate...
the opportunity to assist you.Your complaint states that your Victoria's Secret/PINK account has been assessed late feesalthough your financial institution sends the payment, on your behalf, on the due date or before,and sends five to ten dollars more than the minimum payment. You would like Comenity Bankto change your due date to the 10" of the month and remove the late fees from the account. Ihave enclosed a copy of the Credit Card Agreement (CCA), as well as copies of the billingstatements for your records.Bank records indicate that the due date for payment on your Victoria's Secret/PINK account ison the 5th of every month. Some payments are being received either one day after the paymentdue date, or are n d the full amount of the minimum payment due. Therefore, the account isbeing assessed late fee(s), and reflects a past due amount.At this time, your account is not eligible for a payment due date change because the account ispast due. To avoid late fees from being assessed, the payment must be made for at least thefull minimum payment due, listed on your monthly billing statement, and received on or beforethe due date. Additionally, your account was issued a $25.00 late fee credit on April 28, 2015.No additional late fees will be adjusted.Ta provide the best customer service possible, please note the following ways in whichpayments may be made.In-store: If the retailer listed on your card has a store near you, you can drop off your paymentin the store so it can be applied to your account on the same day. Stores will accept cash or apersonal check as payment for your account.Online: Online payments submitted before 6:OO p.m. Eastern Time (ET) can be credited to youraccount the same day. Online payments submitted after 6:00 p.m. ET will be credited thefollowing day (or on your future scheduled payment date). Please note that it may take up to twobusiness days to complete the financial transfer from your personal bank account to yourVictoria's SecretEPlNK account.Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing a week for the payment to arrive. If you are a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Rush-Phone Payments: If you need to rush a payment, you may call us at the phone numberon the back of your billing statement to speak to a customer care representative. A fee appliesto same-day payments made with the representative.As of today, the account is one billing period past due, and the next minimum payment of$10.00 is due on July 5, 2015. If you would like me to review your account for a payment duedate change, please contact me at the number below once the account has been broughtcurrent.We apologize for any confusion or inconvenience this matter has caused you, and we hope thisinformation is helpful. Should you have further questions or concerns, please contact me at###-###-####, ext. [redacted]TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted]:We received your recent complaint regarding the Lane Bryant Retail credit card account.Comenity Bank issues the above-noted credit card, and we are here to help with your accountrelatedquestions and concerns. Your complaint, addressed to the Revdex.com, wasforwarded to my...
attention and I appreciate the opportunity to assist you.I understand from your complaint, you enrolled in a free trial for "My Card Extras Plus". Youstate, you called and cancelled the program before the thirty day free-trial was up. You noticedon your monthly billing statement that you had been charged $9.95 for the My Card Extra Plusprogram. You called and were told credit would be issued for the $9.95, and a $1.00 late fee.To date additional fees have been bitted to your Lane Bryant Retail credit card, resulting in abalance of $36.85 and no credits have been issued.You are requesting Comenity Bank credit all fees assessed as a result of the My Card ExtraPlus charge, and to send notification to the credit reporting agencies advising your account iscurrent.The Bank has reviewed the issues in your complaint; however, we are unable to locate thetelephone conversation listed in your complaint. We apologize for any frustration orinconvenience you have experienced as a result of this matter.Please be assured, the My Card Extra Plus credit card program was cancelled on August 24,2015. Credit totaling $36.85, has posted to your Lane Bryant Retail credit card account, whichwill reflect on your next billing statement.Please be advised, we have updated the payment history and notification has been sent to thecredit reporting agencies advising of this update, please allow them 45 days to update their files.I hope you find this information to be helpful. Should you have additional questions or concernsabout this issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely, Geanine M[redacted]
In regarding the Comenity Bank ID # [redacted] - Cr. Card in [redacted]Please be inform that the company send me a Birthday card for my Birthday but I am not going to use it because I do not want to buy nothing at all from them.All what I paid is enough. If they wants to send it to collection its fine (I paid more than I should!)Regards,[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. My husband and I believe that this resolution has only come about because of your intervention. We thank you!
Regards,
[redacted]
I've attached the two screen grabs that were emailed to me at my personal email, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and have attached the screen grabs that led to my concern and alarm. And then reaching out to you.
Regards,
[redacted]
Dear [redacted] Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Big Lots credit card. We are here to answer your questions and assist with your concerns. Your complaint states that you made a...
payment online; however, the payment was returned and you were unsure why. You further state that you attempted to make a new payment online; however, you were unable to. Therefore, you contacted our Customer Care department to make a payment; however, you were advised there was a fee to make payments by phone. Therefore, you sent your payment in; however, you were charged a late fee because the payment was received late. Furthermore, you state that your balance is more than what you purchased and you are requesting that the fees assessed to your account be waived. I understand your concerns and apologize for any confusion or frustration this matter may have caused you. Bank records indicate that on June 3, 2016, you made a purchase of $496.67. This purchase was placed on a six month deferred interest regular minimum payment required promotional plan. For purchases on this plan, the customer is required to make payments on the promotional plan balance based on the standard repayment terms for their account. Interest is accrued (calculated, but not added to the balance), and if the balance is not paid in full by the plan end date, the accrued Finance Charges, which were calculated from the date of the original purchase, will be added to the deferred balance, and this balance will be moved to the customer’s revolving balance. Bank records further indicate that on July 2, 2016, you scheduled two $30.00 payments. One was scheduled for July 4, 2016, and the other was scheduled for July 5, 2016. Please be advised that both payments were returned; therefore, a returned check fee was assessed to your account. As a result of these payments being returned, your minimum payment increased. On July 9, 2016, a statement was issued to you showing a balance of $523.67 and a minimum payment of $53.00 was due by August 4, 2016. The Bank received a payment of $30.00 on July 11, 2016, which was less than the required minimum payment. Therefore, a late fee was assessed to your account. Upon further review, Bank records indicate that for the months of October 2016, November 2016, January 2017, and February 2017, the required minimum payment was not made; therefore, late fees were assessed to your account. Please be advised 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. Comenity Capital Bank did not find any billing errors. Therefore, we are unwilling to remove any fees that were assessed to your account, as they are valid. 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, Jenny W[redacted] *
We are in receipt of your complaint regarding the above-referenced applications. Comenity Bank issues maurices, and Victoria’s Secret credit card accounts, and we respond to all account, and application-related questions. Your complaint, addressed to the Revdex.com, was...
forwarded to my attention, and I appreciate the opportunity to respond to your concerns.We understand from your complaint, in February of 2016 you applied for the Victoria’s Secret credit card, and in March of 2016, you applied for a maurices credit card. You advised that you never received a response regarding either application within the noted timeframe of 7-10 business days, and that later noticed your credit score had been impacted by the application submissions. You state that you contacted the Customer Care Center to resolve this matter, and you were directed to wait on your letters of approval/denial. After two weeks, and not receiving documentation regarding your application status, you then contacted Comenity Bank to address your concerns, and were advised that our records purge applications after a thirty day interval, and requested that you reapply. During this process, you advise, your credit score had been impacted due to two hard hits listed from both applications submitted. You are requesting Comenity Bank remove the maurices or all of the inquiries listed on your Credit Bureau Report, and a full explanation from Comenity Bank advising why you did not receive information regarding your approval or denial for the application you submitted, and valid confirmation advising if you were approved or denied for the maurices/Victoria’s Secret credit cards.Comenity Bank would like to apologize for the inconvenience and frustration this matter may have caused you. Please be assured, Comenity Bank completed a thorough investigation of your complaint, and would like to share our findings. Bank records indicate your Victoria’s Secret application had a keying error in which the application did not list a valid address; therefore, the credit bureau was unable to accurately read the information when the application was submitted. As such, Comenity Bank was unable to process your application or make a decision to approve or deny it, we were also unable to mail a response to the application without a valid address.Regarding the application for the maurices credit card; bank records indicate this matter has been investigated and a response dated March 6, 2016, was previously issued to the following address listed on the application: [redacted]
[redacted] Please note, due to the matters addressed in the prior correspondence, your application for a maurices credit card was declined. I have enclosed a copy of the previous response for your review. Comenity Bank is required by law to report factual data to the credit bureaus with regard to account activity. At this time, Comenity Bank finds the inquiries to be valid; therefore, we are unwilling to delete the inquiries from your credit report. Please note, to dispute this matter further, please contact the credit reporting agencies directly at the address/phone numbers listed below:I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely,Geanine M[redacted]Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. But I would like the refund processed before this complaint is closed.
Regards, [redacted]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. My original complaint was mistaken, but I did not realize that from my previous communications with them. The previous customer service representatives did not address my complaint properly and gave me inaccurate information. After opening this complaint with the Revdex.com, they addressed this misunderstanding promptly and thoroughly.
Dear Larhonda D. Lacour:Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns.We previously received and responded to correspondence submitted to the Revdex.com regarding this same matter. Please find enclosed a copy of our response sent to you on June 12, 2017.As stated in our previous response, please contact our Account Protection Team at the phone number listed below and reference case number [redacted], should you have any additional questions regarding your fraud case.I hope you found this information to be helpful. Should you have any additional questions or concerns about the investigation, please contact our Account Protection Team at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
They are lying. The full amount due was paid in the first, they didn't take it out until the second which is not my fault. That's why the late fees are fraudulent. If they decide not to take my payment out the day I pay it that is on them and not me.
Regards, [redacted]
Dear [redacted]
We have received the inquiry you sent to the RevDex.com (Revdex.com), regarding the above-noted account. Your correspondence was forwarded to
Comenity Bank.
Comenity Bank issues the Younkers credit card,
and we are here to help answer your questions. I appreciate the opportunity to assist you
with your concerns.
We previously received and responded to your
correspondence submitted to the Revdex.com regarding this same matter. Please find enclosed a copy of our response
sent to you on November 24, 2015.
As stated in our prior response, the item for
$95.37 was received by Younkers mail order and credited to your above account
on October 10, 2015. Our records further
show a new purchase on October 16, 2015, for $140.20 made at the Younkers store
in [redacted]
For your records we have enclosed copies of
your billing statements from September 2015 through March 2016, that will show
how the balance arrived at $142.87. In
addition, we have enclosed a copy of the store receipt for the purchase of
$140.20.
Comenity Bank did not find any errors on your
account and we consider the balance to be valid, and this matter closed.
We hope you find this information
helpful. If you have any further
questions, please feel free to contact me at ###-###-####, ext. [redacted]
(TDD/TTY###-###-####). I will be happy
to assist you.
Comenity Bank was the one who entered into agreement with American Laser Skincare to handle their financing. They are telling me seek repayment by American Laser Skincare and aren't taking responsibility. Comenity Bank continued to collect payments after American Laser closed its doors, and I am in contact with many people who have been reimbursed the money they sent to Comenity Bank to pay off their American Laser Skincare accounts. Comenity sent the other people checks, not American Laser, who has since filed for bankruptcy. If this division of Comenity Bank is denying responsibility and putting the blame on the other division of the bank, then they need to put me in contact with the correct person, in the correct department at Comenity Bank, so that I can get my money refunded.
Regards,
[redacted]
Dear Dr. [redacted] We received your additional complaint,addressed to the Revdex.com, regarding the account referencedabove. Comenity Bank issues RH creditcard accounts, and we respond to account-related questions. Your complaint was forwarded to my attention,and I appreciate the opportunity to respond to your concerns. We understand your concerns regarding themanner in which you were advised of the RH reward program changes that went into effect on March 5, 2015. I apologizefor any inconvenience this matter may have caused you. Your payment of $2,802.58 was received on May28, 2015, and you now have a zero balance. Per your request we closed your account onJune 2, 2015. Although, you have closedyour account, we hope that you will continue to shop with RH. We hope this information is helpful. Should you have any other questions orconcerns regarding your account, please feel free to contact me at###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted]Consumer Relations Specialist
We have received your complaint, on behalf of your mother, addressed to the Revdex.com, regarding the above-referenced account. Comenity Capital Bank issues [redacted] credit card account, and we are here to assist with all account-related questions. Your complaint was forwarded...
to my attention, and I appreciate the opportunity to respond to your concerns. We understand from you complaint that a few weeks ago your mother passed, we are sorry to hear of the passing of your mother. Additionally, you state that you are the executor of the estate for your mother and you located a statement for the above-referenced account with a balance or $260.00 which was the original price with interest and fees applied. You also state that you placed several calls to Comenity Capital Bank to resolve this matter and you were not given to the opportunity to settle the account as the account went directly to collections. I am happy to share my findings with you. After thorough review of our records, the Bank would need additional information to locate the account in question. We are unable to resolve this matter without having additional information to research your concerns. Please provide the following: A valid account number for the [redacted] credit card accountSocial Security Number(s)Address associated with the accountTelephone number as listed on the accountAny previous names This information may be mailed to my attention at the address listed above or faxed to ###-###-####. Once this information is received, we should be able to locate the account and further research your concerns. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.
Dear [redacted] We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues TALBOTS credit card accounts, and we are here to answer all of your account-related questions. Your complaint was forwarded...
to my attention for review, and I appreciate this opportunity to assist you. We are sorry to hear about the passing of your father, as well as your bank information being compromised. We understand from your complaint that you had automatic payments set up from your bank to pay your TALBOTS credit card account, and the payments were not sent due to a compromise with your bank. We also understand that you are requesting your account be reopened, the late fees removed, and your credit report updated. Our records indicate that your account exceeded six consecutive billings past due as payment was not made according to the terms of the Credit Card Agreement. In consequence, the account was permanently closed and written off. We respectfully deny your request to reopen your account or remove the assessed fees. Additionally, no changes will be made to the reporting of the account. I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me at ###-###-####. I would be happy to assist you. Sincerely, Kristina W[redacted]
Dear [redacted]We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. As the bank that issues VICTORIA’S SECRET credit card accounts, we are here to assist you with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.We understand your concerns in the complaint regarding the closure of your VICTORIA’S SECRET account and that you want the account reopened. You have expressed your dissatisfaction of the closure of your account and that you verified your personal information, by telephone, including that multiple purchases would be made. You advise the Bank to fix this issue and that you are unwilling to reapply for another account.As previously indicated, during the process of researching potential fraud, customers may receive a letter informing them that the account has been temporarily closed. The Bank has to be contacted by the customer to verify information, or at times, they are required to send total id documentation to us. This documentation consist of a valid government-issued identification (i.e., Driver’s License, Passport, and State ID), a copy of a signed social security card, and a copy of a current utility bill (i.e., gas, electricity, or water) or a bank statement with your current address. All customers have 35 days from the date on the letter to send this information.The hold in June required that you send the Bank’s Account Protection (Fraud) team total id verification. Unfortunately, this information was not something that could be provided by telephone and the Bank did not receive the document(s) from you. As a result, the account was permanently closed on July 28, 2016.Comenity Bank’s position remains unchanged and we are unwilling to reinstate the VICTORIA’S SECRET account. We consider this matter resolved.We apologize for the inconvenience this matter has caused. Should you have any further questions about the account, please contact a member of our Account Protection Team at ###-###-#### (TDD/TTY ###-###-####). They will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bankissues Pottery Barn Kids credit card accounts, and we respond toaccount-related questions. Your complaintwas forwarded to my attention, and I...
appreciate the opportunity to respond toyour concerns.We understand your concerns regarding the refund check in the amount of $49.18 foryour account. We further understand thatyou have not received the refund check in the amount of $49.18, and that youare willing to send a payment of $19.20 to cover the balance owed on youraccount in full. I apologize for anyinconvenience this matter may have caused you.Our records indicate your Pottery Barn Kids account had a credit balance of $49.18on your January 21, 2015, billing statement. A refund check in the amount of $49.18 was mailed to you on February 20,2015, and was cashed on March 3, 2015, which eliminated the credit balance onyour account. Enclosed is a copy of the cashedrefund check for your files.On March 31, 2015, a purchase of $91.72 was charged to the account and a credit of$25.00 was applied to your account on April 1, 2015, these transactions were reflectedon your April 20, 2015, billing statement. As no payment was received by the due date of May 16, 2015, a late feeand finance charge totaling $26.66 were assessed to the account as indicated inthe Credit Card Agreement.In the interest of customer service we have removed the previously assessed, latefee and finance charge in the amount of $26.66. As of the date of this letter, your current account balance is$66.72. The Bank considers this balance tobe valid.We hope this information is helpful. Shouldyou 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,[redacted]Consumer Relations Specialist
Dear [redacted] We recently received a 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 inquiries. I appreciate the opportunity to...
assist you. We understand from your complaint that you purchased a laptop, along with an extended warranty, from HSN in October 2014. You state that you returned the laptop to HSN, and that you received credit for the returned merchandise on October 30, 2014. However, you received monthly billing statements from the Bank indicating an account balance of $125.24. In an attempt to rectify this matter, you scheduled a same day payment by phone with a Bank representative for the account balance, including a $15.00 same day payment by phone fee. You are requesting Comenity Capital Bank reinstate your HSN credit card account, issue you a full refund for any money paid towards the account, and send notification to the credit bureaus acknowledging the error. We understand your concerns, and we sincerely apologize for any frustration or inconvenience this matter may have caused you. After a thorough review, our records indicate on October 13, 2014, you elected to enroll in an optional debt cancellation program from Account Assure. The monthly fee for Account Assure is based on the outstanding monthly balance of your HSN account each month. The monthly fee is $1.99 per $100.00 of your outstanding balance. If there is no balance at billing, there is no charge. Bank records further indicate a charge of $652.15 for a HP 17” A4 laptop was applied to the account on October 13, 2014. The purchase was placed on a 9-month promotion with deferred interest payment required plan, scheduled to end on July 17, 2015. On October 14, 2014, a charge of $163.00 for an extended warranty was applied to the account. On October 22, 2014, your HSN account billed with an outstanding balance of $831.36; as a result, charges in the amount of $12.97 and $3.24 were applied to the account for the Account Assure monthly subscription fee. On October 30, 2014, HSN issued credits, for the returned merchandise, in the amount of $815.15 to the HSN account. The remaining balance due on the account after these credits were applied was $16.21, which included the Account Assure monthly subscription fees. As payments were not received by the respective due date(s) and/or were made for less than the minimum payment required, late fees and finance charges were applied to the account, as explained in the Credit Card Agreement (CCA), and the HSN account was reported as 60-days past due. Although there were no Bank errors, in the interest of customer service, we issued credits totaling $140.24 on April 13, 2015, for all applicable fees. The credits issued resulted in a $140.24 credit balance. A refund check in this amount was requested for you, and should arrive in a separate mailing within 14 days. In addition, we sent notification to the national credit-reporting agencies, with instructions to delete the negative payment information for the months of December 2014, February 2015, and March 2015, from your credit bureau report. Please allow the credit-reporting agencies 45 days to update their records. Please be assured, as the date of this letter, your enrollment in the account protection from Account Assure has been cancelled, and your HSN account has been restored. The account balance is zero, and the credit limit is $1,500.00. We 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, [redacted] Consumer Relations Specialist
I did not receive a January billing statement since I did not have a balance on the account at that time. The process change was very misleading and that is why I am complaining. I would be happy to discontinue the deferred interest but I do not want to incur interest charges on the entire balance for the last two months, which would effectively negate any rewards points I have accrued. I am extremely unhappy with their customer service and will be paying the balance in full and canceling my account.
Regards,
[redacted]
Dear Ms. [redacted]We received your complaint, sent to the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues Victoria's SecretrPlNK credit cards, and we arehere to help answer account-related questions. Your complaint was forwarded to my attention,and I appreciate...
the opportunity to assist you.Your complaint states that your Victoria's Secret/PINK account has been assessed late feesalthough your financial institution sends the payment, on your behalf, on the due date or before,and sends five to ten dollars more than the minimum payment. You would like Comenity Bankto change your due date to the 10" of the month and remove the late fees from the account. Ihave enclosed a copy of the Credit Card Agreement (CCA), as well as copies of the billingstatements for your records.Bank records indicate that the due date for payment on your Victoria's Secret/PINK account ison the 5th of every month. Some payments are being received either one day after the paymentdue date, or are n d the full amount of the minimum payment due. Therefore, the account isbeing assessed late fee(s), and reflects a past due amount.At this time, your account is not eligible for a payment due date change because the account ispast due. To avoid late fees from being assessed, the payment must be made for at least thefull minimum payment due, listed on your monthly billing statement, and received on or beforethe due date. Additionally, your account was issued a $25.00 late fee credit on April 28, 2015.No additional late fees will be adjusted.Ta provide the best customer service possible, please note the following ways in whichpayments may be made.In-store: If the retailer listed on your card has a store near you, you can drop off your paymentin the store so it can be applied to your account on the same day. Stores will accept cash or apersonal check as payment for your account.Online: Online payments submitted before 6:OO p.m. Eastern Time (ET) can be credited to youraccount the same day. Online payments submitted after 6:00 p.m. ET will be credited thefollowing day (or on your future scheduled payment date). Please note that it may take up to twobusiness days to complete the financial transfer from your personal bank account to yourVictoria's SecretEPlNK account.Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing a week for the payment to arrive. If you are a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Rush-Phone Payments: If you need to rush a payment, you may call us at the phone numberon the back of your billing statement to speak to a customer care representative. A fee appliesto same-day payments made with the representative.As of today, the account is one billing period past due, and the next minimum payment of$10.00 is due on July 5, 2015. If you would like me to review your account for a payment duedate change, please contact me at the number below once the account has been broughtcurrent.We apologize for any confusion or inconvenience this matter has caused you, and we hope thisinformation is helpful. Should you have further questions or concerns, please contact me at###-###-####, ext. [redacted]TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted]:We received your recent complaint regarding the Lane Bryant Retail credit card account.Comenity Bank issues the above-noted credit card, and we are here to help with your accountrelatedquestions and concerns. Your complaint, addressed to the Revdex.com, wasforwarded to my...
attention and I appreciate the opportunity to assist you.I understand from your complaint, you enrolled in a free trial for "My Card Extras Plus". Youstate, you called and cancelled the program before the thirty day free-trial was up. You noticedon your monthly billing statement that you had been charged $9.95 for the My Card Extra Plusprogram. You called and were told credit would be issued for the $9.95, and a $1.00 late fee.To date additional fees have been bitted to your Lane Bryant Retail credit card, resulting in abalance of $36.85 and no credits have been issued.You are requesting Comenity Bank credit all fees assessed as a result of the My Card ExtraPlus charge, and to send notification to the credit reporting agencies advising your account iscurrent.The Bank has reviewed the issues in your complaint; however, we are unable to locate thetelephone conversation listed in your complaint. We apologize for any frustration orinconvenience you have experienced as a result of this matter.Please be assured, the My Card Extra Plus credit card program was cancelled on August 24,2015. Credit totaling $36.85, has posted to your Lane Bryant Retail credit card account, whichwill reflect on your next billing statement.Please be advised, we have updated the payment history and notification has been sent to thecredit reporting agencies advising of this update, please allow them 45 days to update their files.I hope you find this information to be helpful. Should you have additional questions or concernsabout this issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely, Geanine M[redacted]
In regarding the Comenity Bank ID # [redacted] - Cr. Card in [redacted]Please be inform that the company send me a Birthday card for my Birthday but I am not going to use it because I do not want to buy nothing at all from them.All what I paid is enough. If they wants to send it to collection its fine (I paid more than I should!)Regards,[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. My husband and I believe that this resolution has only come about because of your intervention. We thank you!
Regards,
[redacted]
I've attached the two screen grabs that were emailed to me at my personal email, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and have attached the screen grabs that led to my concern and alarm. And then reaching out to you.
Regards,
[redacted]
Dear [redacted] Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Big Lots credit card. We are here to answer your questions and assist with your concerns. Your complaint states that you made a...
payment online; however, the payment was returned and you were unsure why. You further state that you attempted to make a new payment online; however, you were unable to. Therefore, you contacted our Customer Care department to make a payment; however, you were advised there was a fee to make payments by phone. Therefore, you sent your payment in; however, you were charged a late fee because the payment was received late. Furthermore, you state that your balance is more than what you purchased and you are requesting that the fees assessed to your account be waived. I understand your concerns and apologize for any confusion or frustration this matter may have caused you. Bank records indicate that on June 3, 2016, you made a purchase of $496.67. This purchase was placed on a six month deferred interest regular minimum payment required promotional plan. For purchases on this plan, the customer is required to make payments on the promotional plan balance based on the standard repayment terms for their account. Interest is accrued (calculated, but not added to the balance), and if the balance is not paid in full by the plan end date, the accrued Finance Charges, which were calculated from the date of the original purchase, will be added to the deferred balance, and this balance will be moved to the customer’s revolving balance. Bank records further indicate that on July 2, 2016, you scheduled two $30.00 payments. One was scheduled for July 4, 2016, and the other was scheduled for July 5, 2016. Please be advised that both payments were returned; therefore, a returned check fee was assessed to your account. As a result of these payments being returned, your minimum payment increased. On July 9, 2016, a statement was issued to you showing a balance of $523.67 and a minimum payment of $53.00 was due by August 4, 2016. The Bank received a payment of $30.00 on July 11, 2016, which was less than the required minimum payment. Therefore, a late fee was assessed to your account. Upon further review, Bank records indicate that for the months of October 2016, November 2016, January 2017, and February 2017, the required minimum payment was not made; therefore, late fees were assessed to your account. Please be advised 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. Comenity Capital Bank did not find any billing errors. Therefore, we are unwilling to remove any fees that were assessed to your account, as they are valid. 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, Jenny W[redacted] *
We are in receipt of your complaint regarding the above-referenced applications. Comenity Bank issues maurices, and Victoria’s Secret credit card accounts, and we respond to all account, and application-related questions. Your complaint, addressed to the Revdex.com, was...
forwarded to my attention, and I appreciate the opportunity to respond to your concerns.We understand from your complaint, in February of 2016 you applied for the Victoria’s Secret credit card, and in March of 2016, you applied for a maurices credit card. You advised that you never received a response regarding either application within the noted timeframe of 7-10 business days, and that later noticed your credit score had been impacted by the application submissions. You state that you contacted the Customer Care Center to resolve this matter, and you were directed to wait on your letters of approval/denial. After two weeks, and not receiving documentation regarding your application status, you then contacted Comenity Bank to address your concerns, and were advised that our records purge applications after a thirty day interval, and requested that you reapply. During this process, you advise, your credit score had been impacted due to two hard hits listed from both applications submitted. You are requesting Comenity Bank remove the maurices or all of the inquiries listed on your Credit Bureau Report, and a full explanation from Comenity Bank advising why you did not receive information regarding your approval or denial for the application you submitted, and valid confirmation advising if you were approved or denied for the maurices/Victoria’s Secret credit cards.Comenity Bank would like to apologize for the inconvenience and frustration this matter may have caused you. Please be assured, Comenity Bank completed a thorough investigation of your complaint, and would like to share our findings. Bank records indicate your Victoria’s Secret application had a keying error in which the application did not list a valid address; therefore, the credit bureau was unable to accurately read the information when the application was submitted. As such, Comenity Bank was unable to process your application or make a decision to approve or deny it, we were also unable to mail a response to the application without a valid address.Regarding the application for the maurices credit card; bank records indicate this matter has been investigated and a response dated March 6, 2016, was previously issued to the following address listed on the application: [redacted]
[redacted] Please note, due to the matters addressed in the prior correspondence, your application for a maurices credit card was declined. I have enclosed a copy of the previous response for your review. Comenity Bank is required by law to report factual data to the credit bureaus with regard to account activity. At this time, Comenity Bank finds the inquiries to be valid; therefore, we are unwilling to delete the inquiries from your credit report. Please note, to dispute this matter further, please contact the credit reporting agencies directly at the address/phone numbers listed below:I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely,Geanine M[redacted]Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. But I would like the refund processed before this complaint is closed.
Regards, [redacted]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. My original complaint was mistaken, but I did not realize that from my previous communications with them. The previous customer service representatives did not address my complaint properly and gave me inaccurate information. After opening this complaint with the Revdex.com, they addressed this misunderstanding promptly and thoroughly.
Dear Larhonda D. Lacour:Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns.We previously received and responded to correspondence submitted to the Revdex.com regarding this same matter. Please find enclosed a copy of our response sent to you on June 12, 2017.As stated in our previous response, please contact our Account Protection Team at the phone number listed below and reference case number [redacted], should you have any additional questions regarding your fraud case.I hope you found this information to be helpful. Should you have any additional questions or concerns about the investigation, please contact our Account Protection Team at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
They are lying. The full amount due was paid in the first, they didn't take it out until the second which is not my fault. That's why the late fees are fraudulent. If they decide not to take my payment out the day I pay it that is on them and not me.
Regards, [redacted]
Dear [redacted]
We have received the inquiry you sent to the RevDex.com (Revdex.com), regarding the above-noted account. Your correspondence was forwarded to
Comenity Bank.
Comenity Bank issues the Younkers credit card,
and we are here to help answer your questions. I appreciate the opportunity to assist you
with your concerns.
We previously received and responded to your
correspondence submitted to the Revdex.com regarding this same matter. Please find enclosed a copy of our response
sent to you on November 24, 2015.
As stated in our prior response, the item for
$95.37 was received by Younkers mail order and credited to your above account
on October 10, 2015. Our records further
show a new purchase on October 16, 2015, for $140.20 made at the Younkers store
in [redacted]
For your records we have enclosed copies of
your billing statements from September 2015 through March 2016, that will show
how the balance arrived at $142.87. In
addition, we have enclosed a copy of the store receipt for the purchase of
$140.20.
Comenity Bank did not find any errors on your
account and we consider the balance to be valid, and this matter closed.
We hope you find this information
helpful. If you have any further
questions, please feel free to contact me at ###-###-####, ext. [redacted]
(TDD/TTY###-###-####). I will be happy
to assist you.
Sincerely,
Jack C[redacted]
Comenity Bank was the one who entered into agreement with American Laser Skincare to handle their financing. They are telling me seek repayment by American Laser Skincare and aren't taking responsibility. Comenity Bank continued to collect payments after American Laser closed its doors, and I am in contact with many people who have been reimbursed the money they sent to Comenity Bank to pay off their American Laser Skincare accounts. Comenity sent the other people checks, not American Laser, who has since filed for bankruptcy. If this division of Comenity Bank is denying responsibility and putting the blame on the other division of the bank, then they need to put me in contact with the correct person, in the correct department at Comenity Bank, so that I can get my money refunded.
Regards,
[redacted]
Dear Dr. [redacted] We received your additional complaint,addressed to the Revdex.com, regarding the account referencedabove. Comenity Bank issues RH creditcard accounts, and we respond to account-related questions. Your complaint was forwarded to my attention,and I appreciate the opportunity to respond to your concerns. We understand your concerns regarding themanner in which you were advised of the RH reward program changes that went into effect on March 5, 2015. I apologizefor any inconvenience this matter may have caused you. Your payment of $2,802.58 was received on May28, 2015, and you now have a zero balance. Per your request we closed your account onJune 2, 2015. Although, you have closedyour account, we hope that you will continue to shop with RH. We hope this information is helpful. Should you have any other questions orconcerns regarding your account, please feel free to contact me at###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted]Consumer Relations Specialist
We have received your complaint, on behalf of your mother, addressed to the Revdex.com, regarding the above-referenced account. Comenity Capital Bank issues [redacted] credit card account, and we are here to assist with all account-related questions. Your complaint was forwarded...
to my attention, and I appreciate the opportunity to respond to your concerns. We understand from you complaint that a few weeks ago your mother passed, we are sorry to hear of the passing of your mother. Additionally, you state that you are the executor of the estate for your mother and you located a statement for the above-referenced account with a balance or $260.00 which was the original price with interest and fees applied. You also state that you placed several calls to Comenity Capital Bank to resolve this matter and you were not given to the opportunity to settle the account as the account went directly to collections. I am happy to share my findings with you. After thorough review of our records, the Bank would need additional information to locate the account in question. We are unable to resolve this matter without having additional information to research your concerns. Please provide the following: A valid account number for the [redacted] credit card accountSocial Security Number(s)Address associated with the accountTelephone number as listed on the accountAny previous names This information may be mailed to my attention at the address listed above or faxed to ###-###-####. Once this information is received, we should be able to locate the account and further research your concerns. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.