Dear [redacted]: 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. ...
You state you ordered merchandise online. Although the items showed in stock at the time you made your order, and you received emails stating the items were stock, when you received your order you were notified that the items were discontinued. You state you lost your job in January of 2017, and you missed a few payments. When you alerted the Bank, you were refunded $15.00 of $70.00 in late fees. You further state you were being charged for [redacted], and they could not do anything for you. Additionally, even though you made a payment on your due date of April 11, 2017, you were charged another late fee. When you called the Bank to inquire about this matter, the representative stated she could see that you paid, but there was nothing that could be done. You are requesting to have all of the late fees removed from the account, your credit report corrected, and [redacted] cancelled. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please understand that Comenity Bank and Victoria’s Secret are two separate entities. Comenity Bank is responsible for addressing questions related to Victoria’s Secret Angel credit card accounts, while Victoria’s Secret is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. For questions regarding merchandise ordered, please contact Victoria’s Secret Catalog Customer Service at ###-###-####. [redacted] is offered by a third party vendor, [redacted] is an optional debt cancellation program that can cancel your balance if you become involuntarily unemployed, hospitalized, disabled or should you pass away. The monthly fee is $1.99 per $100.00 of your outstanding balance. If there is no balance at billing, there is no charge. The account was enrolled in [redacted] on January 17, 2012, via phone, when you called to activate your credit card. On May 22, 2017, you spoke with a representative of the Bank and requested to have [redacted] cancelled, and you stated that you did not recall enrolling in the program. As a result, the [redacted] program was cancelled, at your request, and a courtesy of $9.06 for one [redacted] fee was given. We contacted [redacted], on your behalf, and they confirmed that no claim had been received. If your date of loss was during the time you were enrolled in [redacted], you may still be eligible to file a claim. Please contact [redacted] directly at ###-###-#### if you have any questions or would like to file a claim. 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, a late fee and a finance charge may be assessed to the account, as explained in the Credit Card Agreement. On March 15, 2017, you spoke with a representative of the Bank. During the conversation, the representative issued a $15.00 late fee credit to the account, as a courtesy. On April 11, 2017, a phone payment of $25.00 was made, using the Bank’s automated system. The phone payment you made on April 11, 2017, for $25.00 was submitted at 9:48 p.m. Eastern Time (ET) which was after the cutoff timeframe of 8:00 p.m. ET for same-day processing; therefore, the payment was not posted to your account until the following day. Please be advised that our payment cut off timeframes are disclosed on your monthly billing statement under a section called "Payments". All fees are valid and they were assessed in accordance to your Credit Card Agreement. To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you. In-store: If the retailer listed on your card has a store near you, you may be able to drop off your payment in the store so it can be applied to your account on the same day. Check the back of your billing statement to see if in-store payments are available for your account. Online: Online payments submitted through the Bank’s online Account Center before 8:00 p.m. Eastern Time (ET) will be credited to your account on the same day, unless you select a date in the future. Online payments submitted after 8:00 p.m. ET will be credited the following day (or on a future scheduled payment date). Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We recommend allowing up to 10 days for the payment to arrive. If you’re a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible. Phone: If you need to make a same-day payment, you may call us at the phone number on the back of your billing statement before 8:00 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative. The above information and more can be found by visiting: http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenter On April 24, 2017, you spoke with a representative of the Bank and asked why the late fee was charged to the account. The representative advised that because the phone payment on April 11, 2017, was received after the cut off time of 8:00 p.m. ET a late fee was assessed to the account. You stated you were not aware of the cutoff timeframe, and that you were going to close your account. However, the call ended before the representative was able to close your account. Although we find the late fees to be valid, on May 24, 2017, the Bank issued an additional late fee credit of $25.00, as a courtesy. Please be assured, no negative payment information has been reported to the credit-reporting agencies, as a result of this matter. Your Victoria’s Secret Angel credit card account is open, and is in good standing. If it is your intention to have your Victoria’s Secret Angel credit card account closed, please contact our Customer Care team at ###-###-####. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted] Compliance Dept. – Consumer Responses
Dear Mr. [redacted] We received your complaint, addressed to the Revdex.com, regarding the credit card account referenced above. Comenity Bank issues the roomplace® credit card accounts and we respond to account-related questions. Your correspondence was...
forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you were charged and billed for merchandise purchased from the roomplace; however, you returned the merchandise because it was damaged and broken when you received it. When you spoke to the roomplace you were advised that the situation was taken care of; however, you state the account is still on your credit report. You would like this removed from your credit report. We apologize for any inconvenience this matter may have caused you. After a thorough search in our records, we were unable to locate the roomplace account in your name. Additionally, we find that we are not reporting any information concerning the roomplace account on your credit report. Please note that Comenity Bank and the roomplace are two separate entities. The Bank issues and is responsible for addressing questions related to the roomplace credit card account. The roomplace is responsible for handling matters related to sales, cancellations, merchandise processing, returns, and delivery. We suggest you contact the roomplace store in which you originally made the purchase for additional details. We hope you find this information helpful. If you have any other questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the west elm credit card. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please refer to the previous response letter sent on March 2, 2017. As stated in the previous response, the revolving and promotional plan information is listed on the monthly statements. 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, Renee S[redacted]
This message concerns my complaint ID [redacted] against Comenity Bank.I am writing to say you have resolved my complaint against Comenity Bank and I have received credit on my account that was due.I am very grateful for your help.Thank you very much for your help.Sincerely, [redacted]
Dear [redacted]We received your correspondence, addressed to the Revdex.com, regarding theabove-referenced account. Comenity Bank issues Coldwater Creek MastercardB accounts,and we respond to all account-related inquiries. Your inquiry was forwarded to my attention andI appreciate...
this opportunity to assist you.Your complaint indicates that you would like the Bank's website to offer monthly automaticwithdrawals from your checking account to pay your Coldwater Creek MastercardB account.Due to this option not being available, you state that you have incurred two late payment fees;the first of which was removed. You would like the Bank to refund the additional late feeincurred of $35.00. We apologize for any inconvenience or frustration you may haveexperienced because of this matter.At this time the Bank does not provide an option for automatic payments on your ColdwaterCreek Mastercard@ account. The Bank understands your desire for this option, and hopes thatthis service may be available to you in the near future.Please keep in mind when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee and financecharge, as explained in the Credit Card Agreement.Although no Bank errors were found, in the interest of customer service, I have removed the$35.00 late fee assessed to the account on April 18, 2015.We hope this information is helpful. Should you have any additional questions, please contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the EXPRESS NEXT credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that the Bank has been reporting late payment...
information to Experian and Transunion. You state you contacted the Bank previously and you received a response stating the request to remove the late payment information was only updated on Equifax. You are requesting the Bank remove the late payment with all of the credit-reporting agencies. We apologize for the inconvenience you have experienced regarding this matter. Please be assured that notification has been sent to the national credit-reporting agencies with instructions to delete the previous late payment notification regarding the EXPRESS NEXT account. Please allow the credit-reporting agencies 45 days to update their records. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. Sincerely, Ashley H[redacted] Compliance Dept. – Consumer Responses CC: Revdex.com
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you very much for your assistance in this matter.
Regards, [redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank previously issued Justice credit card accounts, and we are here to help with your account-related questions. Your inquiry was...
forwarded to my attention, and I appreciate the opportunity to assist you. We understand from your complaint that you made two payments in May and June and they were cashed by Comenity Bank. You state [redacted] never received the payments from the Bank. You state the Bank will not give back the payments, and has no recollection of getting the checks, although you have proof from your Bank that they were cashed. You state that you have contacted Comenity Bank numerous times to get a refund and the Bank will not refund the money. We apologize for any frustration this matter has caused you. We apologize if you feel you did not receive the best customer service. Based upon your complaint, the Bank has reviewed the applicable phone conversations. Calls of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution will be followed. Thank you for faxing the front and back of the checks for additional research. Please be advised we have located both payments. The payment of $30.00 was forwarded to [redacted], check# [redacted], as of today’s date. The payment for $62.00 will be returned to you directly via mail under separate cover. Please allow 7-14 business days to receive. To prevent this matter in the future, please ensure your bill pay information is updated to reflect that of [redacted]. We hope this information is helpful. Should you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Kaija M[redacted]
Dear Ms. [redacted] We have received your complaint, addressed to the Revdex.com of central Texas, regarding the above-referenced account. Comenity Capital Bank issues J.Jill credit card accounts, and we are here to assist with your account-related questions. Your...
complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that in June 2015 you made a small purchase in the amount of $126.51, after this purchase you left the USA for 3 months and was unable to make your payment through the website. Upon your return in September 2015 you made a payment of $126.51. Additionally, you noticed that you were charged late fees for non-payment. You placed a call to the Bank and were advised that the Bank would be willing to remove half the fees as a courtesy and you declined this offer. You are requesting that all fees are removed from the account due to this was no fault of yours as you were out of the country. I am happy to share my findings with you. Your J.Jill account was opened on June 5, 2015; use of the account or failure to close the account within 30 days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. As stated in the Credit Card Agreement (CCA), if your payment is not received prior to, less than the minimum due, or by the payment due date, late fees and finance charges may be assessed to your account. Enclosed is a copy of the CCA for your records After a thorough review of the account, our records indicate that the Bank did not receive any payments until September 14, 2015. As no errors were found on the Banks part, we are unwilling to remove the fees that were applied due to this matter. As of the date of this letter, the account balance is $126.21 and is two billing periods past due. If the account exceeds six billing periods past due the account may be written off, closed and reported to the credit-reporting agencies as an unpaid debt. This will report on your credit bureau for seven years. If you wish to discuss suitable payment arrangements, please call our Customer Retention Team at ###-###-#### (TDD/TTY ###-###-####). We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions regarding your account, please contact our Customer Retention Team at the telephone number provided. They will be happy to assist you. Sincerely, Renee S[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues RUNWAYREWARDS credit cards. We are here to answer your questions and assist with your concerns. Your complaint states an associate enrolled your account in Account Assure...
while you were at the store. However, there is no sign of it on your account. You want the problem fixed, as you are currently out of work, and would like the account paid through Account Assure. We understand your concerns and would like to explain our findings. Please be advised, the Bank has no record of the account ever being enrolled in Account Assure. AON administers the Account Assure program. If you would like information regarding the program, please contact AON at ###-###-####. We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our 12-Month Customer Hardship Program or in our Customer Long-Term Workout Program. These programs can provide customers with special terms in order to help bring the account current. If you are interested in obtaining information on whether you qualify for one of these programs, please call ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement and could include all of your creditors. We support and participate in the programs provided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, K. W[redacted]
Dear Mrs. [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank previously issued American credit card accounts, and we respond to account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. As previously advised, Comenity Bank cannot release account information to a third party, nor make adjustments to the American credit card account, on your behalf. If Mr. [redacted] has any concerns regarding this account, he would need to submit a written complaint to the address at the top of this letter, or contact Recovery at ###-###-####. Sincerely, Ashley H[redacted]
Dear Mr. [redacted]We received your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Comenity Bank issues The Sportsman's Guide Buyer's ClubTM AdvantageRewards Visa@ accounts and we respond to all account-related questions. Your complaint wasforwarded to my...
attention, and I appreciate this opportunity to assist you.Your complaint indicates that you have not received a credit card or billing statement throughthe mail. Additionally, you were unable to log into our Account Center web site to make yourpayment because you did not have your User ID or your account number. You further state thatwe would not provide you with your account number for access to our Account Center web site.Due to this, you now have a balance of $135.00 In late fees. You state that you would like topay the original purchase amount and would like to have the account closed.Bank records show that your welcome kit, which included your credit card, was mailed to youraddress as shown above, on August 10,2015.Furthermore, Bank records show we issued your first billing statement on August 17, 201 5, witha balance of $29.99, and a minimum payment due of $25.00 by September 12,2015. We haveno record of the statements being returned as undeliverable.Also, on September 30, 2015, you contacted our Customer Service department and spoke witha Bank representative. During this conversation, you stated that you were just opening your firststatement and were concerned about the late fee and finance charge that were assessed. Youadvised our representative that this may not have been the first statement sent; however, it wasthe first statement you were opening.In the interest of customer service, our representative credited the late fee and finance charge,returning your account balance to $29.99. She then advised you that you could pay online, forno charge, or mail your payment and that the payment was due by October 12, 2015. Therepresentative asked if you would like her to walk you through the process of enrolling theaccount for online access. You responded that you would do it later. You provided your emailaddress and she sent you the website link.Bank records indicate that within 15 minutes of the call being terminated, you registered theaccount on our online Account Center. Account Center provides accountholders the ability toview statements and make payments online. On that same date, you chose paperless statements which means you would receive your statements online, versus postal mail.As of the date of this letter, no payment has been received. Please be advised that the Bank is unwilling to remove any additional fees.Please be assured that we have closed the account at your request.Should you have any additional questions or concerns, please do not hesitate to contact medirectly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy toassist you.Sincerely, Rosa M[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the Forever 21 credit card. We are here toanswer your questions and assist with your concerns.We understand the concerns as explained in your correspondence. You made an...
$80.00 paymentand it has not been applied to your account. You are requesting the payment be applied to youraccount.Our records indicate on January 6, 2017, a payment of $80.00 was applied to your account.We have enclosed the January billing statement which shows that the payment posted to youraccount.Please be advised that Bank records indicate on January 17, 2017, you spoke with a Bankassociate, who confirmed your payment posted to your account and the late fee was credited, asa courtesy.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Tionna M[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. Thank you so much for your assistance in this matter. This is my first experience with Revdex.com and it has been very satisfactory!!
Regards, [redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-referenced accounts. Comenity Bank issues Express and Pottery Barn credit card accounts, and we are here to answer all account-related questions. I appreciate the...
opportunity to address your concerns.We understand from your complaint that two accounts were issued without your authorization and once you became aware of them you contacted the Bank to advise us of this matter. Additionally, you state no documents have been provided to you regarding the initial opening of the accounts and that you have received less than satisfactory service.The Bank has reviewed the issues in your complaint, as well as the applicable phone conversations. We apologize if you felt that you did not receive the best customer service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.Bank records indicate that a Statement of Fraud and Forgery has already been received from you regarding the aforementioned accounts. A fraud investigator has been assigned, and the investigation is underway. Should additional information be required of you, the assigned investigator would be in contact with you. To receive a copy of the application, the Bank would need the following:Valid Identification of the victim (Customer Name)A copy of the filed police report, including a report number and contact information that may be used to confirm the filing of the report, if necessary.A signed affidavit attesting to the validity of the identity theft claim. Please send the above documents to our Account Protection team at: Comenity BankAccount ProtectionPO Box 182686 Columbus, OH 43218-2686 If you are not able to send the above documents, a subpoena would be necessary to send the information you are requesting. A subpoena must include either the consumer’s full name and complete social security number, or full name and complete account number. The subpoena needs to be issued by a court with the subpoena power over Comenity Bank in compliance with the applicable rules of Civil Procedures or statutes. Please send your request to: Comenity Bank Attn: [redacted] Thefraud investigator will respond in writing once the investigation has been completed. In the meantime, should you have any other questions or concerns regarding this issue, please contact the Account Protection team directly at ###-###-#### (TDD/TTY ###-###-####), and refer to case number [redacted] They would be happy to assist you. Sincerely,Kaija M[redacted]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Old Pueblo Traders credit card. We are here to answer your questions and assist with your concerns.The Bank received your complaint, and you state that you sent a payment for the late fee...
and the shipping and handling charges, which paid your balance in full. However, your account is still showing a balance owing. You are requesting that your account balance be brought to zero. In addition, you request that your account be closed and to cancel the catalogs from being sent to you. We understand your concerns, and apologize for any frustration this may have caused you.Our records indicate that on December 3, 2016, a purchase of $34.99 posted to your account. A statement was issued to you on December 7, 2016, showing a balance of $34.99 and a minimum payment of $20.00 due by January 2, 2017. On December 29, 2016, a return credit of $25.00 posted to your account. Please be advised that return credits are not applied towards the minimum payment due; therefore, a payment must be made monthly, to avoid a late fee. The Bank did not receive a payment by the due date and as a result, a late fee and finance charge was assessed to your account.Bank records further indicate that on January 7, 2017, a statement was issued to you showing a balance of $30.99 with a minimum payment of $14.99 due by February 2, 2017. The Bank received your payment of $21.00 on February 7, 2017. As a result of the payment being received after the due date, a late fee and finance charge was assessed to your account.Although, Comenity Bank did not find any billing errors, we have issued a total credit of $2.59 to bring your account to zero.As requested the Bank has closed your account and have requested to have the catalogs cancelled.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,Compliance Dept. – Consumer Responsescc: Revdex.com
I faxed a copy of the documents sent to you from Peebles and Comenity Bank to Geanine M[redacted] [redacted] I am sure that she received a copy from you too, however, she send me the identical same response in which she gave on the 15th of August). I feel justified in stating that the Companies (Peebles, Comenity Bank, and the Credit Reporting Agencies) knew exactly what were doing when they placed the account as "negative" with the Credit Bureaus. I know that the Credit Bureaus did not try to validate the account. I have written the Banking Commission in Ohio, but have yet to receive a response from them either. I definitely intend to send a copy of all the correspondence with these companies viral as well pursue legal actions. All these companies knew my race and was written about the account on numerous occasions. The discrimination in which I have suffered is being ignored as "oh well". Ms. M[redacted] has yet to acknowledge that she has received the correspondence for both the Revdex.com and myself. Nor have I heard back from your organization. I feel that this is a case of Racketeering and a violation of the RICO statue.complaint #[redacted].
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11991031
I am rejecting this response because:I believe I should have been credited the amount I requested. I will be sure to inform my friends and family about this bank and I wish [redacted] had never switched providers. I strongly dislike comenitg bank and their business practices along with their customer service.
Regards,
[redacted]
[redacted]I am 76+ years old & my wife is 75 yrs the phone rings 3 times and there are no one on the phone. Enclosed list of phone calls for Monday 9-28-15 till Oct. 11, 2015. Did you write a letter stating who you trying to reach.Thank you,
William Harris
I never got the statements letting me know when my zero interest was going to end. I had I tensions of paying of my entire balance early this month when I was charged 350.00 in interest. I am a disabled combat veteran and can't afford to pay the interest charges. I want to pay the principle and close the account.
Dear [redacted]: 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. ...
You state you ordered merchandise online. Although the items showed in stock at the time you made your order, and you received emails stating the items were stock, when you received your order you were notified that the items were discontinued. You state you lost your job in January of 2017, and you missed a few payments. When you alerted the Bank, you were refunded $15.00 of $70.00 in late fees. You further state you were being charged for [redacted], and they could not do anything for you. Additionally, even though you made a payment on your due date of April 11, 2017, you were charged another late fee. When you called the Bank to inquire about this matter, the representative stated she could see that you paid, but there was nothing that could be done. You are requesting to have all of the late fees removed from the account, your credit report corrected, and [redacted] cancelled. We sincerely apologize for any frustration or inconvenience this matter may have caused you. Please understand that Comenity Bank and Victoria’s Secret are two separate entities. Comenity Bank is responsible for addressing questions related to Victoria’s Secret Angel credit card accounts, while Victoria’s Secret is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. For questions regarding merchandise ordered, please contact Victoria’s Secret Catalog Customer Service at ###-###-####. [redacted] is offered by a third party vendor, [redacted] is an optional debt cancellation program that can cancel your balance if you become involuntarily unemployed, hospitalized, disabled or should you pass away. The monthly fee is $1.99 per $100.00 of your outstanding balance. If there is no balance at billing, there is no charge. The account was enrolled in [redacted] on January 17, 2012, via phone, when you called to activate your credit card. On May 22, 2017, you spoke with a representative of the Bank and requested to have [redacted] cancelled, and you stated that you did not recall enrolling in the program. As a result, the [redacted] program was cancelled, at your request, and a courtesy of $9.06 for one [redacted] fee was given. We contacted [redacted], on your behalf, and they confirmed that no claim had been received. If your date of loss was during the time you were enrolled in [redacted], you may still be eligible to file a claim. Please contact [redacted] directly at ###-###-#### if you have any questions or would like to file a claim. 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, a late fee and a finance charge may be assessed to the account, as explained in the Credit Card Agreement. On March 15, 2017, you spoke with a representative of the Bank. During the conversation, the representative issued a $15.00 late fee credit to the account, as a courtesy. On April 11, 2017, a phone payment of $25.00 was made, using the Bank’s automated system. The phone payment you made on April 11, 2017, for $25.00 was submitted at 9:48 p.m. Eastern Time (ET) which was after the cutoff timeframe of 8:00 p.m. ET for same-day processing; therefore, the payment was not posted to your account until the following day. Please be advised that our payment cut off timeframes are disclosed on your monthly billing statement under a section called "Payments". All fees are valid and they were assessed in accordance to your Credit Card Agreement. To provide the best customer service possible, we offer multiple ways to make a payment. Choose a payment method that's right for you. In-store: If the retailer listed on your card has a store near you, you may be able to drop off your payment in the store so it can be applied to your account on the same day. Check the back of your billing statement to see if in-store payments are available for your account. Online: Online payments submitted through the Bank’s online Account Center before 8:00 p.m. Eastern Time (ET) will be credited to your account on the same day, unless you select a date in the future. Online payments submitted after 8:00 p.m. ET will be credited the following day (or on a future scheduled payment date). Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We recommend allowing up to 10 days for the payment to arrive. If you’re a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible. Phone: If you need to make a same-day payment, you may call us at the phone number on the back of your billing statement before 8:00 p.m. ET to speak to a customer care representative. A fee may apply to same-day, expedited payments made with the representative. The above information and more can be found by visiting: http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenter On April 24, 2017, you spoke with a representative of the Bank and asked why the late fee was charged to the account. The representative advised that because the phone payment on April 11, 2017, was received after the cut off time of 8:00 p.m. ET a late fee was assessed to the account. You stated you were not aware of the cutoff timeframe, and that you were going to close your account. However, the call ended before the representative was able to close your account. Although we find the late fees to be valid, on May 24, 2017, the Bank issued an additional late fee credit of $25.00, as a courtesy. Please be assured, no negative payment information has been reported to the credit-reporting agencies, as a result of this matter. Your Victoria’s Secret Angel credit card account is open, and is in good standing. If it is your intention to have your Victoria’s Secret Angel credit card account closed, please contact our Customer Care team at ###-###-####. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted] Compliance Dept. – Consumer Responses
Dear Mr. [redacted] We received your complaint, addressed to the Revdex.com, regarding the credit card account referenced above. Comenity Bank issues the roomplace® credit card accounts and we respond to account-related questions. Your correspondence was...
forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you were charged and billed for merchandise purchased from the roomplace; however, you returned the merchandise because it was damaged and broken when you received it. When you spoke to the roomplace you were advised that the situation was taken care of; however, you state the account is still on your credit report. You would like this removed from your credit report. We apologize for any inconvenience this matter may have caused you. After a thorough search in our records, we were unable to locate the roomplace account in your name. Additionally, we find that we are not reporting any information concerning the roomplace account on your credit report. Please note that Comenity Bank and the roomplace are two separate entities. The Bank issues and is responsible for addressing questions related to the roomplace credit card account. The roomplace is responsible for handling matters related to sales, cancellations, merchandise processing, returns, and delivery. We suggest you contact the roomplace store in which you originally made the purchase for additional details. We hope you find this information helpful. If you have any other questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the west elm credit card. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please refer to the previous response letter sent on March 2, 2017. As stated in the previous response, the revolving and promotional plan information is listed on the monthly statements. 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, Renee S[redacted]
This message concerns my complaint ID [redacted] against Comenity Bank.I am writing to say you have resolved my complaint against Comenity Bank and I have received credit on my account that was due.I am very grateful for your help.Thank you very much for your help.Sincerely, [redacted]
Dear [redacted]We received your correspondence, addressed to the Revdex.com, regarding theabove-referenced account. Comenity Bank issues Coldwater Creek MastercardB accounts,and we respond to all account-related inquiries. Your inquiry was forwarded to my attention andI appreciate...
this opportunity to assist you.Your complaint indicates that you would like the Bank's website to offer monthly automaticwithdrawals from your checking account to pay your Coldwater Creek MastercardB account.Due to this option not being available, you state that you have incurred two late payment fees;the first of which was removed. You would like the Bank to refund the additional late feeincurred of $35.00. We apologize for any inconvenience or frustration you may haveexperienced because of this matter.At this time the Bank does not provide an option for automatic payments on your ColdwaterCreek Mastercard@ account. The Bank understands your desire for this option, and hopes thatthis service may be available to you in the near future.Please keep in mind when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee and financecharge, as explained in the Credit Card Agreement.Although no Bank errors were found, in the interest of customer service, I have removed the$35.00 late fee assessed to the account on April 18, 2015.We hope this information is helpful. Should you have any additional questions, please contactme at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the EXPRESS NEXT credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint that the Bank has been reporting late payment...
information to Experian and Transunion. You state you contacted the Bank previously and you received a response stating the request to remove the late payment information was only updated on Equifax. You are requesting the Bank remove the late payment with all of the credit-reporting agencies. We apologize for the inconvenience you have experienced regarding this matter. Please be assured that notification has been sent to the national credit-reporting agencies with instructions to delete the previous late payment notification regarding the EXPRESS NEXT account. Please allow the credit-reporting agencies 45 days to update their records. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at (800) 820-8932. Sincerely, Ashley H[redacted] Compliance Dept. – Consumer Responses CC: Revdex.com
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you very much for your assistance in this matter.
Regards, [redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank previously issued Justice credit card accounts, and we are here to help with your account-related questions. Your inquiry was...
forwarded to my attention, and I appreciate the opportunity to assist you. We understand from your complaint that you made two payments in May and June and they were cashed by Comenity Bank. You state [redacted] never received the payments from the Bank. You state the Bank will not give back the payments, and has no recollection of getting the checks, although you have proof from your Bank that they were cashed. You state that you have contacted Comenity Bank numerous times to get a refund and the Bank will not refund the money. We apologize for any frustration this matter has caused you. We apologize if you feel you did not receive the best customer service. Based upon your complaint, the Bank has reviewed the applicable phone conversations. Calls of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution will be followed. Thank you for faxing the front and back of the checks for additional research. Please be advised we have located both payments. The payment of $30.00 was forwarded to [redacted], check# [redacted], as of today’s date. The payment for $62.00 will be returned to you directly via mail under separate cover. Please allow 7-14 business days to receive. To prevent this matter in the future, please ensure your bill pay information is updated to reflect that of [redacted]. We hope this information is helpful. Should you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Kaija M[redacted]
Dear Ms. [redacted] We have received your complaint, addressed to the Revdex.com of central Texas, regarding the above-referenced account. Comenity Capital Bank issues J.Jill credit card accounts, and we are here to assist with your account-related questions. Your...
complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that in June 2015 you made a small purchase in the amount of $126.51, after this purchase you left the USA for 3 months and was unable to make your payment through the website. Upon your return in September 2015 you made a payment of $126.51. Additionally, you noticed that you were charged late fees for non-payment. You placed a call to the Bank and were advised that the Bank would be willing to remove half the fees as a courtesy and you declined this offer. You are requesting that all fees are removed from the account due to this was no fault of yours as you were out of the country. I am happy to share my findings with you. Your J.Jill account was opened on June 5, 2015; use of the account or failure to close the account within 30 days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. As stated in the Credit Card Agreement (CCA), if your payment is not received prior to, less than the minimum due, or by the payment due date, late fees and finance charges may be assessed to your account. Enclosed is a copy of the CCA for your records After a thorough review of the account, our records indicate that the Bank did not receive any payments until September 14, 2015. As no errors were found on the Banks part, we are unwilling to remove the fees that were applied due to this matter. As of the date of this letter, the account balance is $126.21 and is two billing periods past due. If the account exceeds six billing periods past due the account may be written off, closed and reported to the credit-reporting agencies as an unpaid debt. This will report on your credit bureau for seven years. If you wish to discuss suitable payment arrangements, please call our Customer Retention Team at ###-###-#### (TDD/TTY ###-###-####). We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions regarding your account, please contact our Customer Retention Team at the telephone number provided. They will be happy to assist you. Sincerely, Renee S[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues RUNWAYREWARDS credit cards. We are here to answer your questions and assist with your concerns. Your complaint states an associate enrolled your account in Account Assure...
while you were at the store. However, there is no sign of it on your account. You want the problem fixed, as you are currently out of work, and would like the account paid through Account Assure. We understand your concerns and would like to explain our findings. Please be advised, the Bank has no record of the account ever being enrolled in Account Assure. AON administers the Account Assure program. If you would like information regarding the program, please contact AON at ###-###-####. We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our 12-Month Customer Hardship Program or in our Customer Long-Term Workout Program. These programs can provide customers with special terms in order to help bring the account current. If you are interested in obtaining information on whether you qualify for one of these programs, please call ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement and could include all of your creditors. We support and participate in the programs provided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, K. W[redacted]
Dear Mrs. [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank previously issued American credit card accounts, and we respond to account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. As previously advised, Comenity Bank cannot release account information to a third party, nor make adjustments to the American credit card account, on your behalf. If Mr. [redacted] has any concerns regarding this account, he would need to submit a written complaint to the address at the top of this letter, or contact Recovery at ###-###-####. Sincerely, Ashley H[redacted]
Dear Mr. [redacted]We received your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Comenity Bank issues The Sportsman's Guide Buyer's ClubTM AdvantageRewards Visa@ accounts and we respond to all account-related questions. Your complaint wasforwarded to my...
attention, and I appreciate this opportunity to assist you.Your complaint indicates that you have not received a credit card or billing statement throughthe mail. Additionally, you were unable to log into our Account Center web site to make yourpayment because you did not have your User ID or your account number. You further state thatwe would not provide you with your account number for access to our Account Center web site.Due to this, you now have a balance of $135.00 In late fees. You state that you would like topay the original purchase amount and would like to have the account closed.Bank records show that your welcome kit, which included your credit card, was mailed to youraddress as shown above, on August 10,2015.Furthermore, Bank records show we issued your first billing statement on August 17, 201 5, witha balance of $29.99, and a minimum payment due of $25.00 by September 12,2015. We haveno record of the statements being returned as undeliverable.Also, on September 30, 2015, you contacted our Customer Service department and spoke witha Bank representative. During this conversation, you stated that you were just opening your firststatement and were concerned about the late fee and finance charge that were assessed. Youadvised our representative that this may not have been the first statement sent; however, it wasthe first statement you were opening.In the interest of customer service, our representative credited the late fee and finance charge,returning your account balance to $29.99. She then advised you that you could pay online, forno charge, or mail your payment and that the payment was due by October 12, 2015. Therepresentative asked if you would like her to walk you through the process of enrolling theaccount for online access. You responded that you would do it later. You provided your emailaddress and she sent you the website link.Bank records indicate that within 15 minutes of the call being terminated, you registered theaccount on our online Account Center. Account Center provides accountholders the ability toview statements and make payments online. On that same date, you chose paperless statements which means you would receive your statements online, versus postal mail.As of the date of this letter, no payment has been received. Please be advised that the Bank is unwilling to remove any additional fees.Please be assured that we have closed the account at your request.Should you have any additional questions or concerns, please do not hesitate to contact medirectly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy toassist you.Sincerely, Rosa M[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the Forever 21 credit card. We are here toanswer your questions and assist with your concerns.We understand the concerns as explained in your correspondence. You made an...
$80.00 paymentand it has not been applied to your account. You are requesting the payment be applied to youraccount.Our records indicate on January 6, 2017, a payment of $80.00 was applied to your account.We have enclosed the January billing statement which shows that the payment posted to youraccount.Please be advised that Bank records indicate on January 17, 2017, you spoke with a Bankassociate, who confirmed your payment posted to your account and the late fee was credited, asa courtesy.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Tionna M[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. Thank you so much for your assistance in this matter. This is my first experience with Revdex.com and it has been very satisfactory!!
Regards, [redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-referenced accounts. Comenity Bank issues Express and Pottery Barn credit card accounts, and we are here to answer all account-related questions. I appreciate the...
opportunity to address your concerns.We understand from your complaint that two accounts were issued without your authorization and once you became aware of them you contacted the Bank to advise us of this matter. Additionally, you state no documents have been provided to you regarding the initial opening of the accounts and that you have received less than satisfactory service.The Bank has reviewed the issues in your complaint, as well as the applicable phone conversations. We apologize if you felt that you did not receive the best customer service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.Bank records indicate that a Statement of Fraud and Forgery has already been received from you regarding the aforementioned accounts. A fraud investigator has been assigned, and the investigation is underway. Should additional information be required of you, the assigned investigator would be in contact with you. To receive a copy of the application, the Bank would need the following:Valid Identification of the victim (Customer Name)A copy of the filed police report, including a report number and contact information that may be used to confirm the filing of the report, if necessary.A signed affidavit attesting to the validity of the identity theft claim. Please send the above documents to our Account Protection team at: Comenity BankAccount ProtectionPO Box 182686 Columbus, OH 43218-2686 If you are not able to send the above documents, a subpoena would be necessary to send the information you are requesting. A subpoena must include either the consumer’s full name and complete social security number, or full name and complete account number. The subpoena needs to be issued by a court with the subpoena power over Comenity Bank in compliance with the applicable rules of Civil Procedures or statutes. Please send your request to: Comenity Bank Attn: [redacted] Thefraud investigator will respond in writing once the investigation has been completed. In the meantime, should you have any other questions or concerns regarding this issue, please contact the Account Protection team directly at ###-###-#### (TDD/TTY ###-###-####), and refer to case number [redacted] They would be happy to assist you. Sincerely,Kaija M[redacted]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the Old Pueblo Traders credit card. We are here to answer your questions and assist with your concerns.The Bank received your complaint, and you state that you sent a payment for the late fee...
and the shipping and handling charges, which paid your balance in full. However, your account is still showing a balance owing. You are requesting that your account balance be brought to zero. In addition, you request that your account be closed and to cancel the catalogs from being sent to you. We understand your concerns, and apologize for any frustration this may have caused you.Our records indicate that on December 3, 2016, a purchase of $34.99 posted to your account. A statement was issued to you on December 7, 2016, showing a balance of $34.99 and a minimum payment of $20.00 due by January 2, 2017. On December 29, 2016, a return credit of $25.00 posted to your account. Please be advised that return credits are not applied towards the minimum payment due; therefore, a payment must be made monthly, to avoid a late fee. The Bank did not receive a payment by the due date and as a result, a late fee and finance charge was assessed to your account.Bank records further indicate that on January 7, 2017, a statement was issued to you showing a balance of $30.99 with a minimum payment of $14.99 due by February 2, 2017. The Bank received your payment of $21.00 on February 7, 2017. As a result of the payment being received after the due date, a late fee and finance charge was assessed to your account.Although, Comenity Bank did not find any billing errors, we have issued a total credit of $2.59 to bring your account to zero.As requested the Bank has closed your account and have requested to have the catalogs cancelled.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,Compliance Dept. – Consumer Responsescc: Revdex.com
I faxed a copy of the documents sent to you from Peebles and Comenity Bank to Geanine M[redacted] [redacted] I am sure that she received a copy from you too, however, she send me the identical same response in which she gave on the 15th of August). I feel justified in stating that the Companies (Peebles, Comenity Bank, and the Credit Reporting Agencies) knew exactly what were doing when they placed the account as "negative" with the Credit Bureaus. I know that the Credit Bureaus did not try to validate the account. I have written the Banking Commission in Ohio, but have yet to receive a response from them either. I definitely intend to send a copy of all the correspondence with these companies viral as well pursue legal actions. All these companies knew my race and was written about the account on numerous occasions. The discrimination in which I have suffered is being ignored as "oh well". Ms. M[redacted] has yet to acknowledge that she has received the correspondence for both the Revdex.com and myself. Nor have I heard back from your organization. I feel that this is a case of Racketeering and a violation of the RICO statue.complaint #[redacted].
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11991031
I am rejecting this response because:I believe I should have been credited the amount I requested. I will be sure to inform my friends and family about this bank and I wish [redacted] had never switched providers. I strongly dislike comenitg bank and their business practices along with their customer service.
Regards,
[redacted]
[redacted]I am 76+ years old & my wife is 75 yrs the phone rings 3 times and there are no one on the phone. Enclosed list of phone calls for Monday 9-28-15 till Oct. 11, 2015. Did you write a letter stating who you trying to reach.Thank you,
William Harris
I never got the statements letting me know when my zero interest was going to end. I had I tensions of paying of my entire balance early this month when I was charged 350.00 in interest. I am a disabled combat veteran and can't afford to pay the interest charges. I want to pay the principle and close the account.