Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Bon-Ton credit card. We are here to answer your questions and assistwith your concerns.We understand from your complaint that the account was closed after the...
balance reached $100.00. Youstate you attempted to pay the balance and could not. You feel Bon-Ton should pay the $500.00 balance,as you advised the Bank that you could make a payment Monday, but the account was closed on Saturday.You request a billing adjustment. I am happy to share my findings.Please note that Bon-Ton and Comenity Bank are two separate entities. The Bank issues and is responsiblefor addressing questions related to your credit card account. Bon-Ton is responsible for handling mattersrelated to sales, merchandise processing, returns and shipping.Bank records indicate the account was temporarily suspended on September 2, 2016, as a result of thedelinquent payment status. At this time, the account was four billing cycles past due with an outstandingbalance of $393.72. The Bank evaluated the account for reinstatement looking for consistent, on-timepayments.Furthermore, per the letter issued October 21, 2016, in response to your dispute, we were unable to acceptyour balance transfer to a Bankcard account.Additionally, the account wrote off on December 2, 2016, with a balance of $533.08. Due to no paymentarrangements, the account was then sold to [redacted] on December 23, 2016. To set up suitablepayment arrangements, please contact them directly at ###-###-####.The Bank finds no error and no adjustment will be made to the account.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Kaija M[redacted]
I have not received the letter, I mailed them a payment which the post office says they received. Yet they have not credited it, in fact I received another threatening, and it was threatening phone call yesterday morning at 8 am. Their organization is very disorganized.
Regards, [redacted]
Dear Elizabeth Knight: 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. I understand that you have...
received two late fees on your account, and feel that they are unfair and should be removed. Please be advised, the due date on your account is the 16th of every month. Keep in mind when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Our records indicate on May 5, 2017, a late fee in the amount of $32.00 was removed from the account. We respectfully decline your request to remove the additional 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, K. W[redacted] Kristina W[redacted] Compliance Dept. – Consumer Responses
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Cornenity Bank issues meijea Mastercard accounts and we respond to allaccount-related questions. Your complaint was forwarded to my attention, and I appreciate thisopportunity to...
assist you.Your complaint states that you applied over the phone for a vacation, and you provided yourcredit card number. Additionally, you state the confirmation received included some incorrectinformation. You would like to have the charge of $310.00, and any interest accumulated,removed from your account. We apologize for any inconvenience this situation may havecaused you.Our records indicate that the concern referenced in your inquiry was previously resolved.Enclosed is a copy of the letter sent to you on July 23, 2015, which explains our findings andresolution. Please note that your meijer Mastercard account ending in 7571 was replacedwith meijer Mastercard Account Ending in [redacted] Comenity Bank considers this matter to beresolved.We hope this information was helpful. Should you have any further questions, please contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, Rosa M[redacted]
[redacted]
Dear [redacted]: Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Haband credit card. We are here to answer your questions and assist with your concerns. We understand your concerns as stated in...
your correspondence. Your mother passed away, you provided this information in December, you paid the account in full, but the account continues accruing charges. We apologize for any frustration you have experienced as a result of this matter. On behalf of Comenity Capital Bank, please accept our most heartfelt condolences for your loss of a loved one. Please be assured, the Haband account was permanently closed and noted accordingly. We have credited the account for the remaining balance, which will bring the account to a zero balance. You should no longer be receiving phone calls regarding this matter. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
I don't understand why I owe $45.01 now if they are saying I returned two orders and when I returned the item the representative told me it was free of charge and I have never had to pay this before for returning a merchandise and if your saying $7.50 each order, then that would be a total of $15.00 . Where is $ 45.01 coming from, when it was originally thirty and then went to sixty plus. I disagree and I'm willing to send fifteen and no more and I will be writing to others about this company becuse, I've been a loyal customer 15 years plus and now I have to go through this over merchandise I returned due to bad quality, when I was originally told shipping and handling is free, well then when is it free?
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I spoke with a very helpful representative a few weeks ago who was able to assist in reaching this resolution.
Regards,
[redacted]
I understand that you are following your policy.I would be willing to pay the original late fee of $27.00 in order to settle the account.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding your HSN creditcard account. Comenity Capital Bank issues HSN credit card accounts, and we respond to allaccount-related questions. Your complaint was fotwarded to my attention, and I appreciate...
theopportunity to assist you.Our records indicate that the situation referenced in your complaint has been investigated, and aresponse was previously issued on December 9, 2016, explaining our findings along with billingstatements and resolution. Comenity Capital Bank's position remains unchanged. We haveenclosed a copy of our previous response for your records.As of the date of this letter, the balance on your HSN credit card account is $499.20. Each monththat the account has an unpaid balance, a finance charge will be assessed at billing. The currentAPR for the HSN account is 26.99%. Additionally, if payment is not received, is received for lessthan the required minimum, or is received after the due date, a late fee will also be assessed. Toavoid any additional bank fees, the account balance would need to be paid in full by the due dateeach month. The Bank finds the account balance to be valid.I hope you found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M[redacted]
Dear [redacted]:
We have received the complaint you sent to the RevDex.com (Revdex.com) regarding the above-noted account. Your correspondence was forwarded to
Comenity Bank (Bank).
Comenity Bank issues the Victoria’s Secret Angel
credit card, and we are here...
to help answer your questions. I appreciate the opportunity to assist you
with your concerns.
You state in your complaint to the Revdex.com this
bill had been paid several times but late charges and high interest keep being
added. In addition, you are receiving
telephone calls requesting payments; however, the principal balance was paid
off. At this time, you’re requesting
that we remove all the fees, closed the account, and stop the collection calls.
We understand your concerns and would like to
take this moment to explain our findings.
On October 2015 a billing statement was
mailed to your address above indicating a balance of $48.47 with a minimum
payment of $25.00 due by November 11, 2015.
During your billing period of October 2015 through March 2016, Bank
records indicate we had received two payments, one for $25.00 on December 31,
2015 and the other for $15.00 on January 27, 2016.
For the months of November 2015, December
2015, and February 2016 your records show no payments being received. Should you have payments made during these
months above that have not been credited to your Victoria’s Secret Angel credit
card account, please send us a front and back copy of the cancelled check(s),
or if you made payment in your local store, a copy of the receipt(s) would
assist us in getting your account adjusted.
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 (CCA). Enclosed
you will find a copy of the CCA and copies of your billing statements showing
the account activity that resulted in the account balance.
At this time, Comenity Bank has not found any
bank errors and finds the balance valid; however, in the interest of customer
service, we have credited your account for the last late fee of $25.00. This adjustment will bring your account to
balance of $107.96. This amount would be
due by April 11, 2016, or you have the option to pay the minimum due payment of
$30.00.
We apologize for the inconvenience this may
have caused. You should no longer be
receiving phone calls regarding this matter as we have flagged the telephone
number ending in [redacted] with “Do Not Call” instructions. However, we suggest making payment
arrangements for the remaining balance since we are unable to contact you via
phone per your request.
Additionally, customers who are experiencing
financial difficulties are urged to contact a non-profit Consumer Credit
Counseling Service (CCCS), organization for assistance. Their programs can provide options such as
reducing the interest rate and the minimum payment requirement, and could
include all of your client’s creditors.
Comenity Bank supports and participates in the programs provided by
CCCS agencies. Should you wish to obtain
information regarding their programs and for a member agency located near you,
please contact the National Foundation for Credit Counseling at ###-###-####.
Comenity Bank understands that customers may
experience difficulty making their payments due to unforeseen
circumstances. Your client may be
eligible for enrollment in our Customer Hardship Program. This program provides customers with six to
twelve months of special terms in order to bring and keep the account
current. If you are interested in
obtaining information on whether your client qualifies for this program, or to
discuss settlement negotiations, please contact a Payment Solutions
representative at ###-###-####.
Please be assured that your account was
closed per your request on March 24, 2016.
I hope you
have found this information to be helpful. If you have any questions or
concerns, please feel free to contact me at ###-###-####, ext. 7293086
(TDD/TTY: ###-###-####). I will be
happy to assist you.Sincerely,
Jack C[redacted]
We received your complaint, addressed to the Revdex.com, regarding the accounts referenced above. As the bank that issues Meijer®, Giant Eagle, and Victoria’s Secret credit card accounts, Comenity Bank is here to help with your account-related concerns. I appreciate the...
opportunity to assist you. We previously received and responded to your correspondence submitted to the FDIC regarding this same matter. Please find enclosed a copy of our response sent to you on November 9,2016. 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, Bryan H[redacted] Consumer Relations Specialist
Dear [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues BrylaneHome credit card accounts, and we are here to assist you with all account-related questions. I appreciate the opportunity to...
respond to your concerns. We previously received and responded to your correspondence submitted to the FDIC regarding this same matter. Please find enclosed a copy of our response sent to you on April 4, 2016. We hope you have found this information helpful. If you have any further questions, please contact Erin M[redacted] at the number provided in the prior correspondence. They will be happy to assist you. Sincerely, Amanda R**
The service I received from this company was deplorable. I understand the terms of my plan and fulfilled my obligations but I refuse to "accept" the service I received and will NEVER do business with any company their institution supports.
Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear Ms. [redacted] We received your complaint, submitted to the Revdex.com, regarding the above- noted account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer all...
account-related questions. Your complaint was forwarded to my attention for review, and I appreciate the opportunity to assist you. We understand from your complaint that you have concerns regarding the issues you had in making a payment and your request to have your account closed in June 2015. Please accept our apologies that your account was not closed in June 2015 and that you received a credit card in September. Please be assured that the account was closed on September 18, 2015, per your request through our automated system. After review of the account, we show that a late fee and finance charge totaling $39.65 were added to the account in June 2015. At you request, these charges have been credited back to the account, and a refund check has been requested to be mailed to the address listed above, please allow 14 days for this refund check to be received. You are a valued customer and if you have further questions or concerns regarding the account, please do not hesitate to contact me at ###-###-####, or ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Justina M[redacted]Consumer Relations Specialist
Dear [redacted]Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Capital Bank issues the David’s Bridal credit card. We are here to answer your questions andassist with your concerns.We received you correspondence, addressed to the...
Revdex.com. You state that you were givenincorrect information regarding the balance on your account during a call. You indicate that you startedreceiving calls from the Bank regarding payments owed on the account several months later. During thecall, you advised the representative that you did not receive any statements and thought the account waspaid in full. The representative advised that your statements were returned to the Bank due to “unable todeliver”. Due to this matter, the representative advised you that she would credit the account in the amountof $108.90 for the fees assessed to the account, and you would have to pay the last late fee. You state thatyou do not owe the other fees on the account due to the incorrect information received from the Bank.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations.We apologize if you felt you did not receive the best customer service. We never intend to treat ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.Please keep in mind that when payments are not received, are received after the due date, or are made forless than the minimum required, the account will be assessed a late fee, as explained in the Credit CardAgreement.After a thorough review of the account, our records indicate that during the call placed to the Bank on March23, 2016, you were advised that credits of $108.90 were applied to the account due to the return mail onthe account. During this conversation, the representative advised you that after the credits the balancewould be $91.01. At that time you made a payment of $56.00, and the representative advised you theremaining balance would be $35.01, which would have to reach the Bank by May 3, 2016. As the Bank didnot receive a payment until July 18, 2016, in the amount of $35.00, additional late fees and finance chargeswere assessed to the account.In regard to the non-receipt of the statements, please be assured that the statements are being issued tothe email address on file: [redacted], as verified during the conversation on March 23, 2016.The Bank has not received any indication of the statements being undeliverable.On February 15, 2017, the account was closed, written off with a balance of $340.24, and reported to thenational credit-reporting agencies as an unpaid debt.As your account was issued a credit for Bank fees previously, please understand that we are unwilling tocredit your account any additional late fees or finance charges at this time. We encourage you to contactour Recovery team at ###-###-####, to discuss suitable payment arrangements.I hope you found this information to be helpful. If you have any questions or concerns, please feel free tocontact our Payment Solutions Team.Sincerely,Renee S[redacted]
Dear K[redacted] We received the complaint that you sent to the Revdex.com, regarding the above-noted account. Comenity Bank issues J. Crew credit card 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 had a J. Crew credit card account that was opened in 2012 and you fell behind with the payments. You stated that you called the Bank in 2014, and set up 12 payments, so that Comenity Bank could withdraw the payments from your checking account. You stated that you were not informed the account was charged-off, when you made the payment arrangement; as you paid a total of $600.07, by the end of your arrangement. In addition, you stated that you pulled your credit report and found that the Bank reported the J. Crew account, as a paid charge-off account, settlement for less than the full balance. This information has ruined your credit, and you never received any statements or documentation that said the account was charged-off. You stated that you have spent months calling the Bank and have had no results; as you waited for managers to call you back and none have. You are requesting that the charge-off be removed and the account information be updated to show the account was paid in full not a settlement. Please be assured that we have reviewed the account, and I am happy to explain my findings below. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than satisfactory service. Based upon your complaint, the Bank reviewed the applicable phone conversations. Please be assured that calls of this type are reviewed with management so that additional training and or coaching can be provided to our associates. Our records indicate that the account was opened on April 18, 2012. Use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement, indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. The last purchase of $45.00 was made on December 8, 2012, and a payment of $50.00 was received on July, 8, 2014. As no further payments were received, on September 15, 2014, the account was permanently closed and written-off, with an unpaid balance of $620.07. We have enclosed a copy of the billing statements which show the account activity that comprised the account balance.When payments are not received by the payment due date listed on the monthly billing statements, our Payment Solutions team will attempt to contact our customers in an effort to assist them in bringing their accounts to a current status. Our Payment Solutions team may call multiple times, until our attempt to communicate with you is successful. On July 7, 2014, you spoke with the Bank’s representative and a payment by phone was processed for $50.00, scheduled for July 8, 2014. In that phone call the representative advised you that monthly payment is required to avoid the account being charged-off; as the account was six months past due, at that time. Due to no payment being received by the August 2014 due date, the account was written-off. Our records further indicate that you continued to set up payment arrangements, and on March 27, 2015, a $38.75 payment was received, and resulted in a zero balance. Comenity Bank reports the same information to each of the national credit-reporting agencies. A review of the Equifax credit bureau, confirms that your J. Crew account information is being reported accurately; as “Paid Charge-Off”. However, Experian and TransUnion has inaccurate information on their records. We sent notification to Experian and TransUnion, indicating the changes that need to be made to your credit report. The changes should be reflected on your credit file within the next 45 days. We find the account status to be valid; therefore, we are unwilling to delete the charge-off status from your credit file. Delinquent accounts typically will report for seven years from the date the account first became delinquent. We sincerely apologize for any frustration or inconvenience you have experienced, as a result of this matter. We hope you find this information helpful. Should you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Tionna M[redacted]
May I have an extension for the following complaint as I need to investigate more to resolve this matter. The complaint is not due until 7/6/2017, but I am leaving on vacation today. May I have an extension for the extra 10 days, which would be 7/16/2017. [redacted]
Thank you for taking care of the matter regarding Comenity Bank. Without your involvement they would not have resolved this.Sincerely, Ms. [redacted]
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Bon-Ton credit card. We are here to answer your questions and assistwith your concerns.We understand from your complaint that the account was closed after the...
balance reached $100.00. Youstate you attempted to pay the balance and could not. You feel Bon-Ton should pay the $500.00 balance,as you advised the Bank that you could make a payment Monday, but the account was closed on Saturday.You request a billing adjustment. I am happy to share my findings.Please note that Bon-Ton and Comenity Bank are two separate entities. The Bank issues and is responsiblefor addressing questions related to your credit card account. Bon-Ton is responsible for handling mattersrelated to sales, merchandise processing, returns and shipping.Bank records indicate the account was temporarily suspended on September 2, 2016, as a result of thedelinquent payment status. At this time, the account was four billing cycles past due with an outstandingbalance of $393.72. The Bank evaluated the account for reinstatement looking for consistent, on-timepayments.Furthermore, per the letter issued October 21, 2016, in response to your dispute, we were unable to acceptyour balance transfer to a Bankcard account.Additionally, the account wrote off on December 2, 2016, with a balance of $533.08. Due to no paymentarrangements, the account was then sold to [redacted] on December 23, 2016. To set up suitablepayment arrangements, please contact them directly at ###-###-####.The Bank finds no error and no adjustment will be made to the account.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Kaija M[redacted]
I have not received the letter, I mailed them a payment which the post office says they received. Yet they have not credited it, in fact I received another threatening, and it was threatening phone call yesterday morning at 8 am. Their organization is very disorganized.
Regards, [redacted]
Dear Elizabeth Knight: 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. I understand that you have...
received two late fees on your account, and feel that they are unfair and should be removed. Please be advised, the due date on your account is the 16th of every month. Keep in mind when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Our records indicate on May 5, 2017, a late fee in the amount of $32.00 was removed from the account. We respectfully decline your request to remove the additional 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, K. W[redacted] Kristina W[redacted] Compliance Dept. – Consumer Responses
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Cornenity Bank issues meijea Mastercard accounts and we respond to allaccount-related questions. Your complaint was forwarded to my attention, and I appreciate thisopportunity to...
assist you.Your complaint states that you applied over the phone for a vacation, and you provided yourcredit card number. Additionally, you state the confirmation received included some incorrectinformation. You would like to have the charge of $310.00, and any interest accumulated,removed from your account. We apologize for any inconvenience this situation may havecaused you.Our records indicate that the concern referenced in your inquiry was previously resolved.Enclosed is a copy of the letter sent to you on July 23, 2015, which explains our findings andresolution. Please note that your meijer Mastercard account ending in 7571 was replacedwith meijer Mastercard Account Ending in [redacted] Comenity Bank considers this matter to beresolved.We hope this information was helpful. Should you have any further questions, please contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, Rosa M[redacted]
[redacted]
Dear [redacted]: Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Haband credit card. We are here to answer your questions and assist with your concerns. We understand your concerns as stated in...
your correspondence. Your mother passed away, you provided this information in December, you paid the account in full, but the account continues accruing charges. We apologize for any frustration you have experienced as a result of this matter. On behalf of Comenity Capital Bank, please accept our most heartfelt condolences for your loss of a loved one. Please be assured, the Haband account was permanently closed and noted accordingly. We have credited the account for the remaining balance, which will bring the account to a zero balance. You should no longer be receiving phone calls regarding this matter. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
I don't understand why I owe $45.01 now if they are saying I returned two orders and when I returned the item the representative told me it was free of charge and I have never had to pay this before for returning a merchandise and if your saying $7.50 each order, then that would be a total of $15.00 . Where is $ 45.01 coming from, when it was originally thirty and then went to sixty plus. I disagree and I'm willing to send fifteen and no more and I will be writing to others about this company becuse, I've been a loyal customer 15 years plus and now I have to go through this over merchandise I returned due to bad quality, when I was originally told shipping and handling is free, well then when is it free?
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I spoke with a very helpful representative a few weeks ago who was able to assist in reaching this resolution.
Regards,
[redacted]
I understand that you are following your policy.I would be willing to pay the original late fee of $27.00 in order to settle the account.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding your HSN creditcard account. Comenity Capital Bank issues HSN credit card accounts, and we respond to allaccount-related questions. Your complaint was fotwarded to my attention, and I appreciate...
theopportunity to assist you.Our records indicate that the situation referenced in your complaint has been investigated, and aresponse was previously issued on December 9, 2016, explaining our findings along with billingstatements and resolution. Comenity Capital Bank's position remains unchanged. We haveenclosed a copy of our previous response for your records.As of the date of this letter, the balance on your HSN credit card account is $499.20. Each monththat the account has an unpaid balance, a finance charge will be assessed at billing. The currentAPR for the HSN account is 26.99%. Additionally, if payment is not received, is received for lessthan the required minimum, or is received after the due date, a late fee will also be assessed. Toavoid any additional bank fees, the account balance would need to be paid in full by the due dateeach month. The Bank finds the account balance to be valid.I hope you found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M[redacted]
Dear [redacted]:
We have received the complaint you sent to the RevDex.com (Revdex.com) regarding the above-noted account. Your correspondence was forwarded to
Comenity Bank (Bank).
Comenity Bank issues the Victoria’s Secret Angel
credit card, and we are here...
to help answer your questions. I appreciate the opportunity to assist you
with your concerns.
You state in your complaint to the Revdex.com this
bill had been paid several times but late charges and high interest keep being
added. In addition, you are receiving
telephone calls requesting payments; however, the principal balance was paid
off. At this time, you’re requesting
that we remove all the fees, closed the account, and stop the collection calls.
We understand your concerns and would like to
take this moment to explain our findings.
On October 2015 a billing statement was
mailed to your address above indicating a balance of $48.47 with a minimum
payment of $25.00 due by November 11, 2015.
During your billing period of October 2015 through March 2016, Bank
records indicate we had received two payments, one for $25.00 on December 31,
2015 and the other for $15.00 on January 27, 2016.
For the months of November 2015, December
2015, and February 2016 your records show no payments being received. Should you have payments made during these
months above that have not been credited to your Victoria’s Secret Angel credit
card account, please send us a front and back copy of the cancelled check(s),
or if you made payment in your local store, a copy of the receipt(s) would
assist us in getting your account adjusted.
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 (CCA). Enclosed
you will find a copy of the CCA and copies of your billing statements showing
the account activity that resulted in the account balance.
At this time, Comenity Bank has not found any
bank errors and finds the balance valid; however, in the interest of customer
service, we have credited your account for the last late fee of $25.00. This adjustment will bring your account to
balance of $107.96. This amount would be
due by April 11, 2016, or you have the option to pay the minimum due payment of
$30.00.
We apologize for the inconvenience this may
have caused. You should no longer be
receiving phone calls regarding this matter as we have flagged the telephone
number ending in [redacted] with “Do Not Call” instructions. However, we suggest making payment
arrangements for the remaining balance since we are unable to contact you via
phone per your request.
Additionally, customers who are experiencing
financial difficulties are urged to contact a non-profit Consumer Credit
Counseling Service (CCCS), organization for assistance. Their programs can provide options such as
reducing the interest rate and the minimum payment requirement, and could
include all of your client’s creditors.
Comenity Bank supports and participates in the programs provided by
CCCS agencies. Should you wish to obtain
information regarding their programs and for a member agency located near you,
please contact the National Foundation for Credit Counseling at ###-###-####.
Comenity Bank understands that customers may
experience difficulty making their payments due to unforeseen
circumstances. Your client may be
eligible for enrollment in our Customer Hardship Program. This program provides customers with six to
twelve months of special terms in order to bring and keep the account
current. If you are interested in
obtaining information on whether your client qualifies for this program, or to
discuss settlement negotiations, please contact a Payment Solutions
representative at ###-###-####.
Please be assured that your account was
closed per your request on March 24, 2016.
I hope you
have found this information to be helpful. If you have any questions or
concerns, please feel free to contact me at ###-###-####, ext. 7293086
(TDD/TTY: ###-###-####). I will be
happy to assist you.Sincerely,
Jack C[redacted]
We received your complaint, addressed to the Revdex.com, regarding the accounts referenced above. As the bank that issues Meijer®, Giant Eagle, and Victoria’s Secret credit card accounts, Comenity Bank is here to help with your account-related concerns. I appreciate the...
opportunity to assist you. We previously received and responded to your correspondence submitted to the FDIC regarding this same matter. Please find enclosed a copy of our response sent to you on November 9,2016. 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, Bryan H[redacted] Consumer Relations Specialist
I did receive notice on this matter and am satisfied with the changes and corrections to my account.[redacted]
Dear [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues BrylaneHome credit card accounts, and we are here to assist you with all account-related questions. I appreciate the opportunity to...
respond to your concerns. We previously received and responded to your correspondence submitted to the FDIC regarding this same matter. Please find enclosed a copy of our response sent to you on April 4, 2016. We hope you have found this information helpful. If you have any further questions, please contact Erin M[redacted] at the number provided in the prior correspondence. They will be happy to assist you. Sincerely, Amanda R**
The service I received from this company was deplorable. I understand the terms of my plan and fulfilled my obligations but I refuse to "accept" the service I received and will NEVER do business with any company their institution supports.
Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear Ms. [redacted] We received your complaint, submitted to the Revdex.com, regarding the above- noted account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer all...
account-related questions. Your complaint was forwarded to my attention for review, and I appreciate the opportunity to assist you. We understand from your complaint that you have concerns regarding the issues you had in making a payment and your request to have your account closed in June 2015. Please accept our apologies that your account was not closed in June 2015 and that you received a credit card in September. Please be assured that the account was closed on September 18, 2015, per your request through our automated system. After review of the account, we show that a late fee and finance charge totaling $39.65 were added to the account in June 2015. At you request, these charges have been credited back to the account, and a refund check has been requested to be mailed to the address listed above, please allow 14 days for this refund check to be received. You are a valued customer and if you have further questions or concerns regarding the account, please do not hesitate to contact me at ###-###-####, or ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Justina M[redacted]Consumer Relations Specialist
Dear [redacted]Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Capital Bank issues the David’s Bridal credit card. We are here to answer your questions andassist with your concerns.We received you correspondence, addressed to the...
Revdex.com. You state that you were givenincorrect information regarding the balance on your account during a call. You indicate that you startedreceiving calls from the Bank regarding payments owed on the account several months later. During thecall, you advised the representative that you did not receive any statements and thought the account waspaid in full. The representative advised that your statements were returned to the Bank due to “unable todeliver”. Due to this matter, the representative advised you that she would credit the account in the amountof $108.90 for the fees assessed to the account, and you would have to pay the last late fee. You state thatyou do not owe the other fees on the account due to the incorrect information received from the Bank.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations.We apologize if you felt you did not receive the best customer service. We never intend to treat ourcustomers in a less-than-satisfactory manner. We are committed to providing the best customer serviceand are disappointed when a customer feels this standard was not met.Please keep in mind that when payments are not received, are received after the due date, or are made forless than the minimum required, the account will be assessed a late fee, as explained in the Credit CardAgreement.After a thorough review of the account, our records indicate that during the call placed to the Bank on March23, 2016, you were advised that credits of $108.90 were applied to the account due to the return mail onthe account. During this conversation, the representative advised you that after the credits the balancewould be $91.01. At that time you made a payment of $56.00, and the representative advised you theremaining balance would be $35.01, which would have to reach the Bank by May 3, 2016. As the Bank didnot receive a payment until July 18, 2016, in the amount of $35.00, additional late fees and finance chargeswere assessed to the account.In regard to the non-receipt of the statements, please be assured that the statements are being issued tothe email address on file: [redacted], as verified during the conversation on March 23, 2016.The Bank has not received any indication of the statements being undeliverable.On February 15, 2017, the account was closed, written off with a balance of $340.24, and reported to thenational credit-reporting agencies as an unpaid debt.As your account was issued a credit for Bank fees previously, please understand that we are unwilling tocredit your account any additional late fees or finance charges at this time. We encourage you to contactour Recovery team at ###-###-####, to discuss suitable payment arrangements.I hope you found this information to be helpful. If you have any questions or concerns, please feel free tocontact our Payment Solutions Team.Sincerely,Renee S[redacted]
Dear K[redacted] We received the complaint that you sent to the Revdex.com, regarding the above-noted account. Comenity Bank issues J. Crew credit card 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 had a J. Crew credit card account that was opened in 2012 and you fell behind with the payments. You stated that you called the Bank in 2014, and set up 12 payments, so that Comenity Bank could withdraw the payments from your checking account. You stated that you were not informed the account was charged-off, when you made the payment arrangement; as you paid a total of $600.07, by the end of your arrangement. In addition, you stated that you pulled your credit report and found that the Bank reported the J. Crew account, as a paid charge-off account, settlement for less than the full balance. This information has ruined your credit, and you never received any statements or documentation that said the account was charged-off. You stated that you have spent months calling the Bank and have had no results; as you waited for managers to call you back and none have. You are requesting that the charge-off be removed and the account information be updated to show the account was paid in full not a settlement. Please be assured that we have reviewed the account, and I am happy to explain my findings below. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than satisfactory service. Based upon your complaint, the Bank reviewed the applicable phone conversations. Please be assured that calls of this type are reviewed with management so that additional training and or coaching can be provided to our associates. Our records indicate that the account was opened on April 18, 2012. Use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement, indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. The last purchase of $45.00 was made on December 8, 2012, and a payment of $50.00 was received on July, 8, 2014. As no further payments were received, on September 15, 2014, the account was permanently closed and written-off, with an unpaid balance of $620.07. We have enclosed a copy of the billing statements which show the account activity that comprised the account balance.When payments are not received by the payment due date listed on the monthly billing statements, our Payment Solutions team will attempt to contact our customers in an effort to assist them in bringing their accounts to a current status. Our Payment Solutions team may call multiple times, until our attempt to communicate with you is successful. On July 7, 2014, you spoke with the Bank’s representative and a payment by phone was processed for $50.00, scheduled for July 8, 2014. In that phone call the representative advised you that monthly payment is required to avoid the account being charged-off; as the account was six months past due, at that time. Due to no payment being received by the August 2014 due date, the account was written-off. Our records further indicate that you continued to set up payment arrangements, and on March 27, 2015, a $38.75 payment was received, and resulted in a zero balance. Comenity Bank reports the same information to each of the national credit-reporting agencies. A review of the Equifax credit bureau, confirms that your J. Crew account information is being reported accurately; as “Paid Charge-Off”. However, Experian and TransUnion has inaccurate information on their records. We sent notification to Experian and TransUnion, indicating the changes that need to be made to your credit report. The changes should be reflected on your credit file within the next 45 days. We find the account status to be valid; therefore, we are unwilling to delete the charge-off status from your credit file. Delinquent accounts typically will report for seven years from the date the account first became delinquent. We sincerely apologize for any frustration or inconvenience you have experienced, as a result of this matter. We hope you find this information helpful. Should you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Tionna M[redacted]
May I have an extension for the following complaint as I need to investigate more to resolve this matter. The complaint is not due until 7/6/2017, but I am leaving on vacation today. May I have an extension for the extra 10 days, which would be 7/16/2017. [redacted]