I did report this card stolen the day I lost it. I sent them more fraud paperwork as requested. They have not contacted me saying the account would be reopened and the fraud would be taken off my account and put in good standing on my credit reports.
Regards, [redacted]
Dear Ms. [redacted]We received your additional complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bank issues OLD PUEBLO TRADERS® credit cardaccounts, and we are here to assist you with all account-related questions or concerns. Iappreciate the opportunity to respond to your concerns.We understand from your additional complaint that you would like [redacted] Bank’s contactinformation so that you can contact them regarding the refund. You asked why Comenity Bankcannot request the refund.Thank you for speaking with me on November 1, 2016. Please find a summary of ourconversation below.Please be advised that Comenity Bank released the funds to [redacted] Bank on July 27, 2016.We no longer have these funds; as such, your bank would need to contact [redacted] Bank toreceive the refund.I spoke to [redacted] at [redacted] Bank on November 1, 2016, and provided her with referencenumber [redacted], which identifies the specific transmission of funds from [redacted]Bank to [redacted] Bank.Additionally, we received a second confirmation number of [redacted], which identifiesthe specific reference number for the funds that are located at [redacted] Bank.[redacted] advised that she is reaching out to the adjustments area, they are researching the refunddetails, and she will provide you with a telephone call when she has more information.I hope that this information is helpful. Should you have any further questions regarding youraccount, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I willbe happy to assist you.Sincerely,Amanda R**
Dear Ms. [redacted]We received the complaint you sent to the Revdex.com of Central Ohio(Revdex.com) regarding PayPal Credit. Your correspondence was forwarded to ComenityCapital Bank. The PayPal Credit product is issued by Comenity Capital Bank andserviced by Bill Me Later, Inc. PayPal Credit is a...
payment option made available bymany merchants to their customers.Your complaint states you believe you entered into a payment plan with PayPal Creditwith the intent that the payment plan would keep your account open. You wereinformed by PayPal Credit your account was closed. You would like your account to bereinstated.On July 27, 2014, your account became past due and on August 8, 2014, PayPal Creditbegan calling you regarding your past due balance. No payments were received onyour account between July 27, 2014, and October 26, 2014. In a phone call on October27, 2014, with PayPal Credit, a representative offered to enroll your account in anAccount Restructuring Program (ARP) to bring your account out of delinquency. Youwere advised late fees and interest would still accrue while you were enrolled in theARP.You agreed to the ARP and the representative helped schedule three payments of$57.00 each, to be paid on November 26, 2014, December 26, 2014, and January 26,2015. The representative notified you that once the three scheduled payments weremade successfully, the terms of the ARP would conclude and your monthly minimumpayment due would be reduced to $35.00.Please note your account was closed on November 3, 2014, as it was 90 days pastdue. Per paragraph 13 of the Terms and Conditions of your account, "[ilf you are indefault, we may suspend or close your Account ...y ou will not be able to make newPurchases or Cash Advances but you still have to pay any remaining balance in full." Acopy of the Terms and Conditions are enclosed for your reference.Even with a closed account you are still expected to make the minimum payments.Enrollment in the ARP does not stop your account from closing if your account becomes90 days past due during enrollment. Additionally, successful completion of ARP doesnot reopen a closed account. On January 26, 2015, you successfully made your thirdpayment in the ARP; therefore, your minimum payment was reduced to $35.00 a month,as reflected on your billing statement dated February 1, 2015.In a June 3, 2015, phone call with PayPal Credit, you were informed your account wasclosed in November 2014 when it fell 90 days past due. You were offered the option torequest to have your account reinstated which you accepted. The same day, yourrequest for reinstatement was declined due to the delinquent history on your account,which you were informed of during a phone call with PayPal Credit on June 5, 2015,and in a letter dated June 9, 2015.At this time, PayPal Credit is unable to honor your request to reinstate your account atthis time. However, if you continue to establish a history of timely payments forapproximately three to six months, you may submit another request for reinstatement.We hope this letter explains and resolves this matter.Sincerely,[redacted]Compliance Dept. - Consumer Responses`
I call Fed Ex today 05-19-2017, talk with a guy name [redacted]. I was told that since it been over 30 day they will has to deal with Carson, if Carson contact them they will gladly refund the money back to my card- but carson refuse to contact Fed Ex. I am tried of go back in forward. Carson doesn't care about their customer.
Regards, [redacted]
Dear [redacted] Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Samuels credit card account. We are here to answer your questions and assist with your concerns. I understand from your...
correspondence that you were told that you could pay the past due amount from February 2017; at the end of the month in order to bring your accounts current, and process a request for a change of due date. When you called in the next day to confirm the arrangement, the supervisor you spoke with did not see this arrangement on your account. You are requesting that the arrangement be kept, and the recent late fees be removed from your account as well as your husband [redacted]’ account, and your due date be moved to the last day of the month or the beginning of the new month. I have reviewed the issues in your complaint as well as the applicable telephone conversation on February 13, 2017, when the new payment arrangement was agreed upon. I do apologize for any frustration or inconvenience this may have caused you. When you spoke with the Bank representative on February 13, 2017; the representative agreed that she would remove the payment due for February 19, 2017; in order for you to make the payment end of the month, beginning of March, in order to cover your March 19, 2017 payment due date. This arrangement was agreed upon in order to bring your account current and keep you a month ahead on your payments as your account was not eligible to have the due date changed. When the Bank representative made the changes to your accounts it appears the details of the arrangement were only captured on your husbands account. This is the reason when you called to confirm the payment arrangement, the supervisor did not see the notes on your account Please be assured we issued credits totaling $106.68 on March 14, 2017. Additionally, I have updated your accounts to remove the delinquency for February 2017; and notification has been sent to the national credit reporting agencies. Please allow 45 calendar days for the update to be made. 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, Kristina W[redacted]
Dear [redacted]: We received your complaint, sent to the Revdex.com, regarding the above-referenced account. Comenity Bank issues VICTORIA’S SECRET credit cards, and we respond to all account-related questions. Your complaint was forwarded to my attention, and...
I appreciate the opportunity to assist you. We understand from your letter that the above-noted account was opened without your knowledge or consent. As a result of non-payment, the account was written off on May 6, 2014, and sold to an alternate lender, [redacted] on May 21, 2014. Please be assured that we forwarded your concerns to our Account Protection (Fraud) team. They have opened a fraud case; case number [redacted] and assigned fraud investigator, Jessica Mullins to the case. Additionally, please be assured that [redacted] will be notified of the investigation. Comenity Bank vigorously pursues any individual who is suspected of perpetration of a fraud. This may include contact with various local, state and federal law enforcement agencies. We assure you that we will do everything to resolve this situation with as little inconvenience to you as possible. Please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####) and reference the case number above for any questions or concerns you may have. We hope this information is helpful. Should you have any further questions or concerns, please contact the Account Protection team at the number provided above. The investigator will be happy to assist you. Sincerely, Shawnda Y[redacted]
Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues chadwicksTM credit card accounts, and we are hereto assist you with all account-related questions. I appreciate the opportunity to respond to yourconcerns.We...
understand from your complaint that you became involuntarily unemployed in July of 2014.You then contacted Assure Credit to obtain assistance since you had a loss of income. Youstate you filled out the necessary paper work and submitted it to the credit protection programfor the account. You then had to move and had trouble receiving your mail and had to changeyour address with every creditor because your mail was not forwarded. You were able to findwork in August of 2014 and have since paid your balance in full. You would like the reporting of30 and 60 day delinquencies to be removed from your credit report as Account Assure was notwilling to assist you.Please be assured, as of May 18, 2015, notification has been sent to the national creditreportingagencies with instructions to remove the negative payment information, regarding thechadWicksTM account, from your credit report. Please allow the credit-reporting agencies 45days to update their records.Additionally, the chadwicksTM account has a credit balance of $357.64. Account Assure hasissued credit totaling $322.64, since your claim has been approved, and the Bank has issuedcredit totaling $35.00 to remove a late fee on the account. Please see the attached letter fromAccount Assure for your records. A refund check for $357.64 was issued May 23, 2015, andyou should receive the refund check within 14 days, under separate cover.You are valued customer and we apologize for any inconvenience this matter has caused you.Should you have any further questions or concerns, please contact me at ###-###-#### ext[redacted] (TDD/TTY ###-###-####) I would be happy to assist you.[redacted] Consumer Relations Specialist
Dear Mr. [redacted]: We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned account. Comenity Capital Bank issues ZALES THE DIAMOND STORE® credit cards, and we are here to help...
with all account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you are questioning the interest charge of $564.24 that was assessed to your account and you have not been able to determine what the charge is for, or how it was calculated. You feel that this charge is fraudulent and that there was no warning for this transaction, and you would like to know where the interest charge came from, what are the future monthly payments, and to know if the charge is yours. We would like to apologize for any inconvenience this matter may have caused you. Please be advised that on January 21, 2016, ZALES THE DIAMOND STORE® credit card accounts were converted to Comenity Capital Bank from Citibank. We have reviewed the information that was transferred from Citibank concerning your account. Your purchase of $2,029.14 was charged to your account on April 3, 2015, and was placed on a 12 month deferred interest, payment required plan scheduled to expire on April 9, 2016. As agreed at the time of purchase, no interest would be assessed to the account, should the balance be paid in full as of the scheduled ending date. On April 9, 2016, as the balance was not paid in full within the 12 months, interest charges dated from the original transaction date totaling $564.24 were assessed to the account. The interest charge that was assessed to your account is valid. We have enclosed a copy of the sales receipt for your records. Please be aware that information regarding your promotional purchase was provided on each of your monthly billing statements. This information included the original purchase amount and date, previous balance, payments and credits, new balance, deferred interest charges, and the expiration date of the promotional plan. Citibank listed this information on your statements under the heading of “Activity and Promotions Detail”. Please note that Comenity Capital Bank provides details of any promotional plan on each monthly billing statement under the heading of “Details of your plans”. Additionally, each statement provides you with a calculation of interest charges. Our records indicate that your account was enrolled in our Hardship Program on April 18, 2016. Information concerning the program and the minimum payment requirement for your account was sent on April 19, 2016. If you have any questions regarding the Hardship Program, and the payments that are required, please contact ###-###-#### for assistance. We hope that you find this information helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted]:We received the complaint that you sent to the Revdex.com, regarding the above-noted accounts. Comenity Bank issues LOVELOFT MasterCard® and ANN TAYLOR MasterCard® accounts, and we are here to help with your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to address your concerns. We understand your concerns as explained in your correspondence. You were upgraded to a MasterCard® account; you always paid on time and used to pay at the store. When your account fell past due it was sent to another company to be collected. You made a payment of $500.00 to a company called Improved Data Services. You are concerned you may have been scammed and you are requesting your money back; a letter stating that the Ann Taylor store was closed and moved out of the Galleria Mall and the other store went bankrupt. Please be advised Comenity Bank and ANN TAYLOR /LOVELOFT are two separate entities. Comenity Bank is responsible for addressing questions related to ANN TAYLOR /LOVELOFT credit card accounts, while ANN TAYLOR /LOVELOFT is responsible for addressing questions related to their stores location and operation.Our records indicate that the LOVELOFT MasterCard® account was opened on October 4, 2008, and the ANN TAYLOR MasterCard® account was opened on April 13, 2010. Use of the accounts, or failure to close the accounts within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Please be advised that finance charges are assessed to the account each month if the previous statement balance is not paid in full, as indicated in the CCA. Regarding the LOVELOFT MasterCard® account; the last purchase of $20.19 was made on January 10, 2015, and the last payment of $100.00 was received on July 28, 2015. As no further payments were received, on November 2, 2015, the account was permanently closed and written-off, due to non-payment, with a balance of $4,002.12.Regarding the Ann Taylor MasterCard® account; the last purchase of $25.01 was made on September 10, 2011, and the last payment of $61.00 was received on May 27, 2015. As no further payments were received, on January 2, 2016, the account was permanently closed and written-off, due to non-payment, with a balance of $1,187.12.The Bank sold the LOVELOFT MasterCard® account on November 19, 2015, and the ANN TAYLOR MasterCard® account on January 19, 2016, to Southwestern Investor Group. For any additional information about the accounts, you may contact Southwestern Investor Group at ###-###-####.Please be advised that the Bank is unable to refund your payment of $500.00, as it was not paid to Comenity Bank. If you believe the payment was made to an unauthorized party, please review the transaction with your financial institution. 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 regarding this situation, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,Tionna M[redacted]
Dear [redacted]: Thank you for contacting Comenity Bank. As the bank that issues Victoria’s Secret credit card accounts, we are here to answer account-related questions. Your complaint, submitted to the Revdex.com, was forwarded to my attention for review. I appreciate...
the opportunity to assist you. Your complaint states that you entered into a settlement agreement with Comenity Bank several years ago to pay off your account balance. You indicate that you upheld the agreement and completed all the required payments in two lump sums; however, the Bank is still reporting the account as delinquent versus a settlement. You would like the Bank to correct their records and your credit report corrected. Bank records indicate that your Victoria’s Secret account wrote off on November 6, 2013, with a balance of $1,310.51. The account was permanently closed and reported as a charge-off to the credit-reporting agencies. In November 2013, you entered into an agreement with the Bank to make nine months of payments ranging from $73.00 to $78.00, which would have paid the balance in full. The last payment, in the amount of $73.00, was received on January 31, 2014. You contacted the Bank in February 2014 and requested that the remaining payments scheduled be deleted as you were unemployed. You were to call back once you had received your tax money. Unfortunately, we have no record that you made further payment arrangements. As the payment schedule was not completed and the account balance was not settled, Comenity Bank is unwilling to update your account to reflect a settlement, or request changes be made to your credit report. We encourage you to contact RPM LLC at ###-###-#### to discuss paying the remaining balance of $876.00. We hope this information is helpful. If you any further questions or concerns, please contact RPM LLC at the number provided. They are happy to assist you. Sincerely, Shawnda Y[redacted] Consumer Relations Specialist
Dear Ms. [redacted]:Thank you for contacting the Revdex.com regarding the above-referencedaccount. As the bank that issues Woman Within® credit cards, we are here to help with youraccount-related questions. Your inquiry was forwarded to my attention, and I appreciate theopportunity to respond...
to your concerns.We understand from your complaint that you were billed from Woman Within, when you did notmake any purchases. You have been unable to reach the Bank due to the automated system notrouting your call to a representative. You are requesting a billing adjustment and confirmationthis has not affected your credit. You are also requesting a refund for the payments you havemade for purchases you were wrongfully charged for.Comenity Bank and [redacted] are separate entities. As the Bank that issues Woman Within®credit card accounts, Comenity Bank would resolve matters that pertain to the billing of your creditcard account and [redacted] would resolve matters that pertain to their merchandise andshipping charges.Our records indicate that on October 20, 2015, a charge of $5.99 posted to your account. Thischarge was for a shipping and handling fee on your introductory purchase into [redacted] Jewelry.Please note, as part of the [redacted] program, new items are sent monthly, at the full price of$35.98, unless a verbal or written request is made to cancel the next item before it ships.Please keep in mind, when ordering merchandise through [redacted] Jewelry, your Woman Within®credit card account is charged for the cost of the merchandise and shipping and handling. Whenthe merchandise is returned, [redacted] will only credit your account for the cost of themerchandise.Please be assured that enrollment in the [redacted] program has been canceled, and [redacted] has issued credits totaling $71.96 to your account. The Bank has issued credits toremove the previously assessed Bank fees.These credits resulted in a credit balance of $95.94 on your Woman Within® account, which isequal to the amount of payments you have submitted for the [redacted] charges. Because theWoman Within® account has a credit balance, we have issued a refund check of $95.94. Pleaseallow 14 business days to receive your refund check by separate mailing. Comenity BankPO Box 182025Columbus, Ohio 43218-2025Please be assured, notification has been sent to the national credit-reporting agencies to removethe negative payment information, regarding the Woman Within® account. Please allow 45 daysfor this information to update in their records.You are a valued customer and we apologize for any confusion or frustration this matter hascaused you. Should you have any further questions regarding your account, please contact meat ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R**Consumer Relations SpecialistCC: Revdex.com
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Coldwater Creek MasterCard®. We are here to answer your questions and assist with your concerns. We understand from your...
complaint the account ending in [redacted] was used fraudulently by a family member. You state you receive continued calls requesting payment; however, you received statements and emails indicating the balance was zero. You state the phone calls have been threatening in nature and when you speak with the Bank, you are advised that you have a zero balance. You state your credit report has been impacted due to this matter. We apologize for any frustration this matter has caused you. I am happy to share my findings. 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 our customers in a less-than-satisfactory manner. We are committed to providing the best customer service, and are disappointed when a customer feels this standard was not met. Bank records indicate that when the Account Protection (Fraud), team was investigating your fraud claim, a separate account was opened (account ending in [redacted]), to transfer the fraud charges to. However, when you were held responsible for the balance there were some remaining fraud charges left on the account ending in [redacted]. This caused you to receive phone calls from our Collections and Recovery departments. Please be assured we have rectified this matter and you should no longer receive phone calls. Please be advised the account ending in [redacted] reflects a zero balance. Please be assured the account ending in [redacted] is not being reported to the credit reporting agencies. We have verified we are reporting the account ending in [redacted] correctly. We are required by law to report factual information. 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, Kaija M[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accounts. Comenity Bank issues the J.Crew and Victoria’s Secret Angel credit cards. The Bank previously issued The Limited credit card. We are here to answer your questions and assist with your concerns. Your correspondence states you have the above-referenced accounts with the Bank and the payment due dates are all on or after the 21st of each month. You indicate you paid the balance in full on July 12, 2017, for both The Limited account and the Victoria’s Secret Angel account. You state the Credit Card Agreement (CCA) says paying the account in full will avoid interest charges; however, you were charged interest the next month on The Limited account but not the Victoria’s Secret Angel account. Your correspondence states you are disputing the amount of $20.95 and want all interest assessed to your accounts in the month of July to be credited. You also ask for all interest on all of your Comenity Bank accounts to be credited going forward. We previously received and responded to your correspondence submitted to the Consumer Financial Protection Bureau regarding this same matter. In that correspondence we advised that The Limited account was credited on July 26, 2017, for the $20.95 amount in dispute. Please find enclosed a copy of our response dated August 30, 2017. Additionally, the enclosed letter explains the Grace Period on your accounts and when trailing interest finance charges may be assessed. We have also reviewed your Victoria’s Secret Angel account. As a courtesy, we have credited the finance charge of $2.84 that was assessed to the account on August 2, 2017. This has resulted in a credit balance on the account of $2.84. This will be reflected in your next statement. There were no trailing interest finance charges assessed to your J.Crew account. 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, Alesa C[redacted] Compliance Dept. – Consumer Responses
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
My complaint was not regarding the APR currently charged on the account, but the increase in the APR from 15.24% to 24.99% on January 1, 2016 for long-time customers who had always paid at least the minimum due on the account and most often more than the minimum and always on time. It is my understanding that the 15.24% will remain the APR if I do not use the credit card for additional charges but once a charge is made, the APR will automatically increase to 24.99%. I feel that if the bank truly values customer relations, they will leave the APR at the lower rate and allow the customer (me) to continue using the card -- until a payment is late or missed, then they will have a valid reason to raise the rate! My husband and I own a very small remodeling company and we would have been out of business years ago if we had not put customer service as our number one priority in our business plan!Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] and look forward to your resolution for the charge I did not make. Best Always,
Regards,
[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Hot Topic credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence, your...
account was paid in full as agreed, but the collection calls continued, as there was a miscalculated amount left. You paid an additional $10.00, and the remaining balance was supposed be credited. You are requesting the balance adjusted, the account removed from your credit report, and to cease all contact. Per your request, a "cease and desist" status has been placed on your account(s). This cease and desist request will stop all future collection efforts, except those legally permissible. It will also suspend authorizations for new purchases on your account(s) since we will be unable to contact you. You will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account(s) may be changed at any time by contacting us again in writing at the below address: [redacted]
[redacted]
[redacted] This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance. After a thorough investigation, Bank records indicate that a payment agreement was arranged on February 24, 2017, with a Bank representative to waive the previously assessed bank fees if a payment of $10.00 was paid. As a result of this agreement, a payment of $10.00 was scheduled via telephone with a Bank representative. The Bank representative did not remove all the previously assessed bank fees, as promised; resulting in an outstanding balance. On behalf of the Bank, please accept my apology for the manner in which your account was handled. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. We have taken steps to coach our associate in providing a more positive experience to our customers. Due to this error, we have removed the previously assessed bank fees, and sent notification to the credit-reporting agencies with instructions to delete the negative payment information that was reported in May and June 2017, with regard to your Hot Topic account. Please allow the credit-reporting agencies 45 days to update their records. As of the date of this letter, the account balance is zero. We respectfully decline to remove the account from your credit report. 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 did report this card stolen the day I lost it. I sent them more fraud paperwork as requested. They have not contacted me saying the account would be reopened and the fraud would be taken off my account and put in good standing on my credit reports.
Regards, [redacted]
Dear Ms. [redacted]We received your additional complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bank issues OLD PUEBLO TRADERS® credit cardaccounts, and we are here to assist you with all account-related questions or concerns. Iappreciate the opportunity to respond to your concerns.We understand from your additional complaint that you would like [redacted] Bank’s contactinformation so that you can contact them regarding the refund. You asked why Comenity Bankcannot request the refund.Thank you for speaking with me on November 1, 2016. Please find a summary of ourconversation below.Please be advised that Comenity Bank released the funds to [redacted] Bank on July 27, 2016.We no longer have these funds; as such, your bank would need to contact [redacted] Bank toreceive the refund.I spoke to [redacted] at [redacted] Bank on November 1, 2016, and provided her with referencenumber [redacted], which identifies the specific transmission of funds from [redacted]Bank to [redacted] Bank.Additionally, we received a second confirmation number of [redacted], which identifiesthe specific reference number for the funds that are located at [redacted] Bank.[redacted] advised that she is reaching out to the adjustments area, they are researching the refunddetails, and she will provide you with a telephone call when she has more information.I hope that this information is helpful. Should you have any further questions regarding youraccount, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I willbe happy to assist you.Sincerely,Amanda R**
Dear [redacted],Comenity Bank issuesandservicesyour [redacted] credit card account(s)andwerespondtoallaccountrelated matters.Wereceivedyourdisputeforcharge(s)billedto [redacted] credit card account.Please beassuredthatwewillworkdiligentlytoresolveyourdispute.However,disputeresolutions...⇄ />
tobillingerrorsmaytakeupninety(90)dayscomplete.If wereceivedyourdisputelaterthantwobillingcyclesfollowingthedateofpurchaseanditisr...⇄ yourdissatisfactionwithgoodsand/orservicespurchasedcreditcardaccountitmaytakeadd...⇄ timetoinvestigate.While wecompleteourinvestigation:5 We willnotattempttocollectforthecharge(s)inquestionorreportthisinformationasbeingde...⇄ thecreditreportingagencies.5 A provisionalcreditmaybeissuedtoyouraccountforthecharge(s)inquestion.5 You donothavetopaythedisputedcharge(s)atthistime,however,ifapplicable,youarestillres...⇄ formakingpaymentsontheremainingbalance(s),asindicatedyourbillingstatement(s).5 Upon completionofourinvestigation,wewillcommunicatedecisionbymail.We appreciateyourpatiencewhileweareconductingourinvestigation.Dispute Date Transaction Transaction DescriptionSincerely,Customer Careteam
Dear Ms. [redacted]We received the complaint you sent to the Revdex.com of Central Ohio(Revdex.com) regarding PayPal Credit. Your correspondence was forwarded to ComenityCapital Bank. The PayPal Credit product is issued by Comenity Capital Bank andserviced by Bill Me Later, Inc. PayPal Credit is a...
payment option made available bymany merchants to their customers.Your complaint states you believe you entered into a payment plan with PayPal Creditwith the intent that the payment plan would keep your account open. You wereinformed by PayPal Credit your account was closed. You would like your account to bereinstated.On July 27, 2014, your account became past due and on August 8, 2014, PayPal Creditbegan calling you regarding your past due balance. No payments were received onyour account between July 27, 2014, and October 26, 2014. In a phone call on October27, 2014, with PayPal Credit, a representative offered to enroll your account in anAccount Restructuring Program (ARP) to bring your account out of delinquency. Youwere advised late fees and interest would still accrue while you were enrolled in theARP.You agreed to the ARP and the representative helped schedule three payments of$57.00 each, to be paid on November 26, 2014, December 26, 2014, and January 26,2015. The representative notified you that once the three scheduled payments weremade successfully, the terms of the ARP would conclude and your monthly minimumpayment due would be reduced to $35.00.Please note your account was closed on November 3, 2014, as it was 90 days pastdue. Per paragraph 13 of the Terms and Conditions of your account, "[ilf you are indefault, we may suspend or close your Account ...y ou will not be able to make newPurchases or Cash Advances but you still have to pay any remaining balance in full." Acopy of the Terms and Conditions are enclosed for your reference.Even with a closed account you are still expected to make the minimum payments.Enrollment in the ARP does not stop your account from closing if your account becomes90 days past due during enrollment. Additionally, successful completion of ARP doesnot reopen a closed account. On January 26, 2015, you successfully made your thirdpayment in the ARP; therefore, your minimum payment was reduced to $35.00 a month,as reflected on your billing statement dated February 1, 2015.In a June 3, 2015, phone call with PayPal Credit, you were informed your account wasclosed in November 2014 when it fell 90 days past due. You were offered the option torequest to have your account reinstated which you accepted. The same day, yourrequest for reinstatement was declined due to the delinquent history on your account,which you were informed of during a phone call with PayPal Credit on June 5, 2015,and in a letter dated June 9, 2015.At this time, PayPal Credit is unable to honor your request to reinstate your account atthis time. However, if you continue to establish a history of timely payments forapproximately three to six months, you may submit another request for reinstatement.We hope this letter explains and resolves this matter.Sincerely,[redacted]Compliance Dept. - Consumer Responses`
I call Fed Ex today 05-19-2017, talk with a guy name [redacted]. I was told that since it been over 30 day they will has to deal with Carson, if Carson contact them they will gladly refund the money back to my card- but carson refuse to contact Fed Ex. I am tried of go back in forward. Carson doesn't care about their customer.
Regards, [redacted]
Dear [redacted] Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Samuels credit card account. We are here to answer your questions and assist with your concerns. I understand from your...
correspondence that you were told that you could pay the past due amount from February 2017; at the end of the month in order to bring your accounts current, and process a request for a change of due date. When you called in the next day to confirm the arrangement, the supervisor you spoke with did not see this arrangement on your account. You are requesting that the arrangement be kept, and the recent late fees be removed from your account as well as your husband [redacted]’ account, and your due date be moved to the last day of the month or the beginning of the new month. I have reviewed the issues in your complaint as well as the applicable telephone conversation on February 13, 2017, when the new payment arrangement was agreed upon. I do apologize for any frustration or inconvenience this may have caused you. When you spoke with the Bank representative on February 13, 2017; the representative agreed that she would remove the payment due for February 19, 2017; in order for you to make the payment end of the month, beginning of March, in order to cover your March 19, 2017 payment due date. This arrangement was agreed upon in order to bring your account current and keep you a month ahead on your payments as your account was not eligible to have the due date changed. When the Bank representative made the changes to your accounts it appears the details of the arrangement were only captured on your husbands account. This is the reason when you called to confirm the payment arrangement, the supervisor did not see the notes on your account Please be assured we issued credits totaling $106.68 on March 14, 2017. Additionally, I have updated your accounts to remove the delinquency for February 2017; and notification has been sent to the national credit reporting agencies. Please allow 45 calendar days for the update to be made. 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, Kristina W[redacted]
Dear [redacted]: We received your complaint, sent to the Revdex.com, regarding the above-referenced account. Comenity Bank issues VICTORIA’S SECRET credit cards, and we respond to all account-related questions. Your complaint was forwarded to my attention, and...
I appreciate the opportunity to assist you. We understand from your letter that the above-noted account was opened without your knowledge or consent. As a result of non-payment, the account was written off on May 6, 2014, and sold to an alternate lender, [redacted] on May 21, 2014. Please be assured that we forwarded your concerns to our Account Protection (Fraud) team. They have opened a fraud case; case number [redacted] and assigned fraud investigator, Jessica Mullins to the case. Additionally, please be assured that [redacted] will be notified of the investigation. Comenity Bank vigorously pursues any individual who is suspected of perpetration of a fraud. This may include contact with various local, state and federal law enforcement agencies. We assure you that we will do everything to resolve this situation with as little inconvenience to you as possible. Please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####) and reference the case number above for any questions or concerns you may have. We hope this information is helpful. Should you have any further questions or concerns, please contact the Account Protection team at the number provided above. The investigator will be happy to assist you. Sincerely, Shawnda Y[redacted]
Hi, I checked this month statement and it did not show the amount that was going to be taken away. I'll check next month. Thank you!
Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues chadwicksTM credit card accounts, and we are hereto assist you with all account-related questions. I appreciate the opportunity to respond to yourconcerns.We...
understand from your complaint that you became involuntarily unemployed in July of 2014.You then contacted Assure Credit to obtain assistance since you had a loss of income. Youstate you filled out the necessary paper work and submitted it to the credit protection programfor the account. You then had to move and had trouble receiving your mail and had to changeyour address with every creditor because your mail was not forwarded. You were able to findwork in August of 2014 and have since paid your balance in full. You would like the reporting of30 and 60 day delinquencies to be removed from your credit report as Account Assure was notwilling to assist you.Please be assured, as of May 18, 2015, notification has been sent to the national creditreportingagencies with instructions to remove the negative payment information, regarding thechadWicksTM account, from your credit report. Please allow the credit-reporting agencies 45days to update their records.Additionally, the chadwicksTM account has a credit balance of $357.64. Account Assure hasissued credit totaling $322.64, since your claim has been approved, and the Bank has issuedcredit totaling $35.00 to remove a late fee on the account. Please see the attached letter fromAccount Assure for your records. A refund check for $357.64 was issued May 23, 2015, andyou should receive the refund check within 14 days, under separate cover.You are valued customer and we apologize for any inconvenience this matter has caused you.Should you have any further questions or concerns, please contact me at ###-###-#### ext[redacted] (TDD/TTY ###-###-####) I would be happy to assist you.[redacted] Consumer Relations Specialist
Dear Mr. [redacted]: We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned account. Comenity Capital Bank issues ZALES THE DIAMOND STORE® credit cards, and we are here to help...
with all account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you are questioning the interest charge of $564.24 that was assessed to your account and you have not been able to determine what the charge is for, or how it was calculated. You feel that this charge is fraudulent and that there was no warning for this transaction, and you would like to know where the interest charge came from, what are the future monthly payments, and to know if the charge is yours. We would like to apologize for any inconvenience this matter may have caused you. Please be advised that on January 21, 2016, ZALES THE DIAMOND STORE® credit card accounts were converted to Comenity Capital Bank from Citibank. We have reviewed the information that was transferred from Citibank concerning your account. Your purchase of $2,029.14 was charged to your account on April 3, 2015, and was placed on a 12 month deferred interest, payment required plan scheduled to expire on April 9, 2016. As agreed at the time of purchase, no interest would be assessed to the account, should the balance be paid in full as of the scheduled ending date. On April 9, 2016, as the balance was not paid in full within the 12 months, interest charges dated from the original transaction date totaling $564.24 were assessed to the account. The interest charge that was assessed to your account is valid. We have enclosed a copy of the sales receipt for your records. Please be aware that information regarding your promotional purchase was provided on each of your monthly billing statements. This information included the original purchase amount and date, previous balance, payments and credits, new balance, deferred interest charges, and the expiration date of the promotional plan. Citibank listed this information on your statements under the heading of “Activity and Promotions Detail”. Please note that Comenity Capital Bank provides details of any promotional plan on each monthly billing statement under the heading of “Details of your plans”. Additionally, each statement provides you with a calculation of interest charges. Our records indicate that your account was enrolled in our Hardship Program on April 18, 2016. Information concerning the program and the minimum payment requirement for your account was sent on April 19, 2016. If you have any questions regarding the Hardship Program, and the payments that are required, please contact ###-###-#### for assistance. We hope that you find this information helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted]:We received the complaint that you sent to the Revdex.com, regarding the above-noted accounts. Comenity Bank issues LOVELOFT MasterCard® and ANN TAYLOR MasterCard® accounts, and we are here to help with your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to address your concerns. We understand your concerns as explained in your correspondence. You were upgraded to a MasterCard® account; you always paid on time and used to pay at the store. When your account fell past due it was sent to another company to be collected. You made a payment of $500.00 to a company called Improved Data Services. You are concerned you may have been scammed and you are requesting your money back; a letter stating that the Ann Taylor store was closed and moved out of the Galleria Mall and the other store went bankrupt. Please be advised Comenity Bank and ANN TAYLOR /LOVELOFT are two separate entities. Comenity Bank is responsible for addressing questions related to ANN TAYLOR /LOVELOFT credit card accounts, while ANN TAYLOR /LOVELOFT is responsible for addressing questions related to their stores location and operation.Our records indicate that the LOVELOFT MasterCard® account was opened on October 4, 2008, and the ANN TAYLOR MasterCard® account was opened on April 13, 2010. Use of the accounts, or failure to close the accounts within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Please be advised that finance charges are assessed to the account each month if the previous statement balance is not paid in full, as indicated in the CCA. Regarding the LOVELOFT MasterCard® account; the last purchase of $20.19 was made on January 10, 2015, and the last payment of $100.00 was received on July 28, 2015. As no further payments were received, on November 2, 2015, the account was permanently closed and written-off, due to non-payment, with a balance of $4,002.12.Regarding the Ann Taylor MasterCard® account; the last purchase of $25.01 was made on September 10, 2011, and the last payment of $61.00 was received on May 27, 2015. As no further payments were received, on January 2, 2016, the account was permanently closed and written-off, due to non-payment, with a balance of $1,187.12.The Bank sold the LOVELOFT MasterCard® account on November 19, 2015, and the ANN TAYLOR MasterCard® account on January 19, 2016, to Southwestern Investor Group. For any additional information about the accounts, you may contact Southwestern Investor Group at ###-###-####.Please be advised that the Bank is unable to refund your payment of $500.00, as it was not paid to Comenity Bank. If you believe the payment was made to an unauthorized party, please review the transaction with your financial institution. 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 regarding this situation, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,Tionna M[redacted]
Dear [redacted]: Thank you for contacting Comenity Bank. As the bank that issues Victoria’s Secret credit card accounts, we are here to answer account-related questions. Your complaint, submitted to the Revdex.com, was forwarded to my attention for review. I appreciate...
the opportunity to assist you. Your complaint states that you entered into a settlement agreement with Comenity Bank several years ago to pay off your account balance. You indicate that you upheld the agreement and completed all the required payments in two lump sums; however, the Bank is still reporting the account as delinquent versus a settlement. You would like the Bank to correct their records and your credit report corrected. Bank records indicate that your Victoria’s Secret account wrote off on November 6, 2013, with a balance of $1,310.51. The account was permanently closed and reported as a charge-off to the credit-reporting agencies. In November 2013, you entered into an agreement with the Bank to make nine months of payments ranging from $73.00 to $78.00, which would have paid the balance in full. The last payment, in the amount of $73.00, was received on January 31, 2014. You contacted the Bank in February 2014 and requested that the remaining payments scheduled be deleted as you were unemployed. You were to call back once you had received your tax money. Unfortunately, we have no record that you made further payment arrangements. As the payment schedule was not completed and the account balance was not settled, Comenity Bank is unwilling to update your account to reflect a settlement, or request changes be made to your credit report. We encourage you to contact RPM LLC at ###-###-#### to discuss paying the remaining balance of $876.00. We hope this information is helpful. If you any further questions or concerns, please contact RPM LLC at the number provided. They are happy to assist you. Sincerely, Shawnda Y[redacted] Consumer Relations Specialist
Dear Ms. [redacted]:Thank you for contacting the Revdex.com regarding the above-referencedaccount. As the bank that issues Woman Within® credit cards, we are here to help with youraccount-related questions. Your inquiry was forwarded to my attention, and I appreciate theopportunity to respond...
to your concerns.We understand from your complaint that you were billed from Woman Within, when you did notmake any purchases. You have been unable to reach the Bank due to the automated system notrouting your call to a representative. You are requesting a billing adjustment and confirmationthis has not affected your credit. You are also requesting a refund for the payments you havemade for purchases you were wrongfully charged for.Comenity Bank and [redacted] are separate entities. As the Bank that issues Woman Within®credit card accounts, Comenity Bank would resolve matters that pertain to the billing of your creditcard account and [redacted] would resolve matters that pertain to their merchandise andshipping charges.Our records indicate that on October 20, 2015, a charge of $5.99 posted to your account. Thischarge was for a shipping and handling fee on your introductory purchase into [redacted] Jewelry.Please note, as part of the [redacted] program, new items are sent monthly, at the full price of$35.98, unless a verbal or written request is made to cancel the next item before it ships.Please keep in mind, when ordering merchandise through [redacted] Jewelry, your Woman Within®credit card account is charged for the cost of the merchandise and shipping and handling. Whenthe merchandise is returned, [redacted] will only credit your account for the cost of themerchandise.Please be assured that enrollment in the [redacted] program has been canceled, and [redacted] has issued credits totaling $71.96 to your account. The Bank has issued credits toremove the previously assessed Bank fees.These credits resulted in a credit balance of $95.94 on your Woman Within® account, which isequal to the amount of payments you have submitted for the [redacted] charges. Because theWoman Within® account has a credit balance, we have issued a refund check of $95.94. Pleaseallow 14 business days to receive your refund check by separate mailing. Comenity BankPO Box 182025Columbus, Ohio 43218-2025Please be assured, notification has been sent to the national credit-reporting agencies to removethe negative payment information, regarding the Woman Within® account. Please allow 45 daysfor this information to update in their records.You are a valued customer and we apologize for any confusion or frustration this matter hascaused you. Should you have any further questions regarding your account, please contact meat ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R**Consumer Relations SpecialistCC: Revdex.com
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Coldwater Creek MasterCard®. We are here to answer your questions and assist with your concerns. We understand from your...
complaint the account ending in [redacted] was used fraudulently by a family member. You state you receive continued calls requesting payment; however, you received statements and emails indicating the balance was zero. You state the phone calls have been threatening in nature and when you speak with the Bank, you are advised that you have a zero balance. You state your credit report has been impacted due to this matter. We apologize for any frustration this matter has caused you. I am happy to share my findings. 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 our customers in a less-than-satisfactory manner. We are committed to providing the best customer service, and are disappointed when a customer feels this standard was not met. Bank records indicate that when the Account Protection (Fraud), team was investigating your fraud claim, a separate account was opened (account ending in [redacted]), to transfer the fraud charges to. However, when you were held responsible for the balance there were some remaining fraud charges left on the account ending in [redacted]. This caused you to receive phone calls from our Collections and Recovery departments. Please be assured we have rectified this matter and you should no longer receive phone calls. Please be advised the account ending in [redacted] reflects a zero balance. Please be assured the account ending in [redacted] is not being reported to the credit reporting agencies. We have verified we are reporting the account ending in [redacted] correctly. We are required by law to report factual information. 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, Kaija M[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced accounts. Comenity Bank issues the J.Crew and Victoria’s Secret Angel credit cards. The Bank previously issued The Limited credit card. We are here to answer your questions and assist with your concerns. Your correspondence states you have the above-referenced accounts with the Bank and the payment due dates are all on or after the 21st of each month. You indicate you paid the balance in full on July 12, 2017, for both The Limited account and the Victoria’s Secret Angel account. You state the Credit Card Agreement (CCA) says paying the account in full will avoid interest charges; however, you were charged interest the next month on The Limited account but not the Victoria’s Secret Angel account. Your correspondence states you are disputing the amount of $20.95 and want all interest assessed to your accounts in the month of July to be credited. You also ask for all interest on all of your Comenity Bank accounts to be credited going forward. We previously received and responded to your correspondence submitted to the Consumer Financial Protection Bureau regarding this same matter. In that correspondence we advised that The Limited account was credited on July 26, 2017, for the $20.95 amount in dispute. Please find enclosed a copy of our response dated August 30, 2017. Additionally, the enclosed letter explains the Grace Period on your accounts and when trailing interest finance charges may be assessed. We have also reviewed your Victoria’s Secret Angel account. As a courtesy, we have credited the finance charge of $2.84 that was assessed to the account on August 2, 2017. This has resulted in a credit balance on the account of $2.84. This will be reflected in your next statement. There were no trailing interest finance charges assessed to your J.Crew account. 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, Alesa C[redacted] Compliance Dept. – Consumer Responses
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
My complaint was not regarding the APR currently charged on the account, but the increase in the APR from 15.24% to 24.99% on January 1, 2016 for long-time customers who had always paid at least the minimum due on the account and most often more than the minimum and always on time. It is my understanding that the 15.24% will remain the APR if I do not use the credit card for additional charges but once a charge is made, the APR will automatically increase to 24.99%. I feel that if the bank truly values customer relations, they will leave the APR at the lower rate and allow the customer (me) to continue using the card -- until a payment is late or missed, then they will have a valid reason to raise the rate! My husband and I own a very small remodeling company and we would have been out of business years ago if we had not put customer service as our number one priority in our business plan!Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] and look forward to your resolution for the charge I did not make. Best Always,
Regards,
[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Hot Topic credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence, your...
account was paid in full as agreed, but the collection calls continued, as there was a miscalculated amount left. You paid an additional $10.00, and the remaining balance was supposed be credited. You are requesting the balance adjusted, the account removed from your credit report, and to cease all contact. Per your request, a "cease and desist" status has been placed on your account(s). This cease and desist request will stop all future collection efforts, except those legally permissible. It will also suspend authorizations for new purchases on your account(s) since we will be unable to contact you. You will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account(s) may be changed at any time by contacting us again in writing at the below address: [redacted]
[redacted]
[redacted] This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance. After a thorough investigation, Bank records indicate that a payment agreement was arranged on February 24, 2017, with a Bank representative to waive the previously assessed bank fees if a payment of $10.00 was paid. As a result of this agreement, a payment of $10.00 was scheduled via telephone with a Bank representative. The Bank representative did not remove all the previously assessed bank fees, as promised; resulting in an outstanding balance. On behalf of the Bank, please accept my apology for the manner in which your account was handled. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. We have taken steps to coach our associate in providing a more positive experience to our customers. Due to this error, we have removed the previously assessed bank fees, and sent notification to the credit-reporting agencies with instructions to delete the negative payment information that was reported in May and June 2017, with regard to your Hot Topic account. Please allow the credit-reporting agencies 45 days to update their records. As of the date of this letter, the account balance is zero. We respectfully decline to remove the account from your credit report. 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]
Consumer notified Revdex.com by phone that the matter has been taken care of.