I was led to believe false information, and the employees that did this need to be retrained. If you won’t raze the credit limit to be the $2.100 like I was false led to believe it was, I think everything I have been through deserves a customer service adjustment to the account to bring it under the credit limit. That’s a $386.00 good will adjustment on the banks part. This would be the right thing to do.
Regards, [redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to assist you.Your complaint states that you paid your bill on the correct day and we are sending claims that the payment did not process. You also state that fraudulent payments are trying to be received. You would like the account to be credited the correct amount.Bank records indicate that you scheduled an online payment for $83.16 on May 6, 2015. On May 12, 2015, this payment was returned by your financial institution due to insufficient funds. As such, the amount was debited back to your Victoria’s Secret/PINK account balance, and the account was charged a $25.00 returned payment fee. On May 13, 2015, you scheduled an additional payment online for $156.36, and this payment was returned on May 19, 2015, by your financial institution due to insufficient funds. As such, the amount was debited back to your Victoria’s Secret/PINK account balance, and the account was charged a $25.00 returned payment fee. Additionally, because of the two returned payments in the last 90 days, your charging privileges have been suspended.If you believe that you are a victim of fraud regarding your banking account, we encourage you to contact your financial institution and file a fraud claim so that they can investigate on your behalf. If they find that the payments stated above were fraud, please have your financial institution send us a letter to the address listed above, or send by fax to my attention at ###-###-####. After receiving, we would be happy to remove the returned payment fees and reinstate your Victoria’s Secret/PINK account.Additional review of your account reflects that you made a fraud claim on December 31, 2014, stating that you never made a purchase of $182.62 by catalogue. The Bank’s Account Protection team investigated your claim of fraud, Fraud Case #[redacted]. They concluded that you were responsible for the charge(s), as the order was shipped to your address listed in this complaint and you used the email address listed on your account. However, they did establish you with a new Victoria’s Secret/PINK credit card account ending in [redacted]We hope this information is helpful. Should you have further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced accounts. Comenity Bank issues the NY&C Rewards and Victoria’s Secret Angel credit card accounts. We are here to answer your questions and assist with your concerns. Your...
complaint states that you set up bill pay through your financial institution and your payments are debited from your bank account on the 25th of each month. However, your NY&C Rewards account was recently charged a late fee, but your Victoria’s Secret account was not. You further state that you contacted the Bank regarding the late fee and spoke to a supervisor who was rude, and when you requested to have your account closed, the supervisor offered to remove the late fee. Furthermore, you state that your accounts were assessed late fees in the month of March 2017 and you wrote a letter requesting that the late fees be waived; however, you were advised that the additional late fees would not be waived. You are requesting that the late fees assessed in March 2017 be waived. I understand your concerns, and apologize for any confusion or frustration this may have caused you. 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 on March 28, 2017, you scheduled a payment of $27.00 on your NY&C Rewards account and a payment of $29.81 on your Victoria’s Secret Angel account; however, as a result of the payments being scheduled after 8 p.m. ET, and posting the following day, a late fee was assessed to each of your accounts. Bank records further indicate that your Victoria’s Secret Angel account received a courtesy late fee credit on February 27, 2017, and your NY&C Rewards account received a courtesy late fee credit on May 4, 2017; neither account is eligible for an additional late fee credit. Comenity Bank has not found any errors on your account, and we are unwilling to waive any additional fees, as they are valid. 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. Please review the payments section on the back of your statement for additional information. 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/CustomerResourceCente...⇄ hope you found this information to be helpful. If you have any further questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Jenny W[redacted]
Dear [redacted]: We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to help answer account-related questions. I appreciate this opportunity to address your...
concerns. We understand from your complaint that the account was charged a $55.00 late fee in November of 2015. You state you made an in-store payment and after two hours on the phone with the Bank, the Bank realized the mistake and the late fee was removed. You recently received a call advising you that the account was past due. You explained that a family member fell ill and passed away and you were not paying much attention to your bills. You offered to pay what was owed, minus the late fee. However, you were advised by the Bank representative that because a courtesy late fee credit was provided in November, the Bank was unwilling to credit the recent late fee that had been assessed. You are dissatisfied with the service you have received when calling the Bank. You have since made a payment in full and closed the account. At this time you are requesting reimbursement for the $55.00 in late fees. We have reviewed the concerns in your complaint, 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. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement (CCA). Bank records indicate you placed a call to the Bank on November 27, 2015, in which you stated that you received a call from the Bank about being late on a payment. You stated that you made an in-store payment for the full balance in September. You were advised that the $100.00 payment made on September 26, 2015, was not for the full balance, as the balance at the time was $153.27. You requested that the late fee be removed due to the mix up. As a courtesy, the representative removed the late fee, which was for $25.00. As no Bank errors were found, we respectfully decline your request to reimburse you $55.00 for the assessed late fees. We hope this information is helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Kaija M[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Lane Bryant credit card. We are here to answer your questions and assist with your concerns. Thank you for your additional correspondence regarding the above-referenced account. You state that you do not want your payment history removed and you want your credit privileges restored. You state if this happens, then Comenity Bank/Lane Bryant discriminated against you for filing a complaint of discrimination and losing your job through no fault of your own. You further state the third party debt collector information needs to be removed from all reporting agencies. We have reviewed your account and we are happy to share our findings. We have enclosed copies of your monthly billing statements, for your review. Please be advised 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 February 15, 2016, a billing statement was issued reflecting a balance of $1,258.99, and a minimum payment of $121.00 due by March 12, 2016. On March 15, 2016, a benefit payment of $121.00 was applied to the account from AON, the vendor for Account Assure. Please be advised this payment was made as a courtesy while AON waited for your paperwork regarding your unemployment claim. As no additional payments were received, the account was permanently closed and charged off as an unpaid debt. On October 19, 2016, the account was sold to [redacted]. Letters were sent by the Bank in response to your concerns on March 2, 2017, March 8, 2017, and March 16, 2017. We have enclosed copies of these letters for your review. Once an account is charged off, we are unable to have an account reopened. Please be advised we are in the process of purchasing your account back from [redacted]. Once this process is complete, we will issue credit for the accrued late fees and finance charges to bring the account to a zero balance. We will also submit a request to the credit reporting agencies to delete the account from your credit file. Since the account went to a charged off status, this is the only action the Bank can take to remove the derogatory information from your credit report. We are sorry that you feel you may have been discriminated against. Please be assured, Comenity Bank does not take your filing a complaint of discrimination, because you lost your job through no fault of your own, or any other prohibited basis criteria into consideration when making credit decisions. If you are interested in having a new Lane Bryant account, you are welcome to reapply. 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, Laura R[redacted] Laura R[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com Enclosures
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Marathon credit card. We are here to answer your questionsand assist with your concerns.Your correspondence indicates previous arrangements were made with the Bank to enroll...
youraccount into the Hardship Program by making an initial payment in the amount of $100.00 andsetting up 12 payments in the amount of $30.00 each to be automatically deducted each month.You also were advised by the Bank that after three consecutive on time payments, late fees wouldbe removed. You explain your first monthly payment was automatically deducted; however, youlater received an email indicating your account was charged off and sent to the Bank’s Legalteam. In addition, when you contacted the Bank in regard to the matter, you were advised thearrangement is no longer valid, because payment was received a day after your account cycled.Lastly, you request that the Bank honor the arrangement and enroll your account into the HardshipProgram, that the Bank update your account to reflect a good standing, and that the Bank reportyour account as such to the credit reporting agencies.We understand the concerns mentioned in your correspondence and apologize for anyinconvenience or frustration you may have experienced. We never intend to treat our customersin a less-than-satisfactory manner. We are committed to providing the best customer service andare disappointed when a customer feels this standard was not met.We have reviewed the concerns mentioned in your correspondence along with all applicablephone calls and would like to provide you with the following information. On December 27, 2017,you spoke to a Bank representative in regard to your above-referenced account. Therepresentative advised you of the Bank’s Hardship Program. The Hardship Program is a servicethe Bank may offer to customers which provides special terms in order to help bring the accountcurrent. You expressed you wanted to enroll your account into the Hardship Program and as aresult, you submitted an initial enrollment payment in the amount of $100.00 and set up 12payments to be automatically deducted from your personal bank account on the 21st of eachmonth for 12 consecutive months. Additionally, the representative issued a credit in the amountof $200.00 as a courtesy. Later the same day, December 27, 2017, your account wrote off beforesuccessfully completing the enrollment into the Hardship Program. Your correspondence mentioned you received communication from the Bank via email. Pleasebe advised on July 29, 2014, you enrolled the above-referenced account into paperlessstatements. As a result, the Bank provided you with notification via email when your billingstatements were ready to be viewed. The emails were sent to [redacted]@YAHOO.COM, whichis the email address you listed on the account. After review, we have confirmed when yourDecember 2017 statement generated, the Bank provided you with a statement ready email. Thestatement indicated your account has been charged off and is being handled by the Bank’sRecovery team.On January 30, 2018, you contacted the Bank and expressed the concerns mentioned above.The representative explained that the account wrote off prior to successful enrollment in theHardship Program and as a result, the above-mentioned automatic payments were cancelled.Additionally, the representative presented you with two settlement offers; however, you did notaccept either offer. The representative also offered the option for you to set up additionalpayments and you agreed. As a result, the representative scheduled 12 consecutive payments of$50.00 each to be deducted on the 21st of each month beginning February 21, 2018. A letterdated January 31, 2018, was sent to confirm the agreement. A copy of the letter is enclosed foryour convenience.Please be advised we have submitted a request to the credit reporting agencies to remove theabove-mentioned account from your credit file. Please allow up to 45 days for this change to bereflected with the credit reporting agencies. Unfortunately, we are unable to present you with theoption to enroll your account into the Hardship Program. As of the date of this letter, your accountremains charged off with a balance in the amount of $1,233.57. As previously stated, paymentsof $50.00 each have been scheduled for the 21st of each month beginning February 2018 throughJanuary 2019. Once these payments have been processed, you may contact our Recovery teamat (800) 695-7444 to schedule additional payments to satisfy the account balance.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Zachary B[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted] Comenity Bank has received your correspondence regarding the above-referenced credit card account. Comenity Bank issues the Jessica London® credit cards. We are here to answer your questions and assist with your concerns. We understand your concerns regarding...
the non-receipt of merchandise, shipping charges and bank fees which created an unpaid balance on your account. We also understand your request to cease further collections on the account. I’ve reviewed your account and I am happy to explain my findings. Please note Comenity Bank and Jessica London® are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Jessica London® is responsible for handling matters related to sales, merchandise processing, returns and shipping. Bank records indicate that you charged $148.14 to your account on October 26, 2016. The order was cancelled and the account was issued credit of $131.03, which was less the return label fee and shipping and handling charges. Per Jessica London’s shipping and handling policy, shipping charges are non-refundable. The Bank issued you a billing statement on November 10, 2016, with a balance of $24.61, and a payment due on December 6, 2016. As payment was not made, the account was charged a late fee and finance charge. You contacted the Bank via secure messages on Account Center in which we closed the account as you requested. Additionally, a dispute was filed on your behalf, which takes up to 60 days to resolve. Please be advised that as a result of this complaint, this letter will serve as a response to your Revdex.com complaint and your billing dispute; you will not receive a separate letter. On December 22, 2016, Jessica London issued a $7.50 credit to refund the return label fee. Although no Bank errors were found, in the interest of customer service, we issued credits totaling $39.11 to remove the balance from your account. Per your request, a "cease and desist" status has been placed on your account. This cease and desist request will stop all future collection calls, but it will also suspend authorizations for new purchases on all of your accounts 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 may be changed at any time by contacting us again in writing at the below address: Comenity Bank [redacted]
[redacted] This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance. 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, Shawnda Y[redacted]
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Herberger’s credit card accounts. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence submitted to the Better BusinessBureau regarding this same matter. Please find enclosed copies of our responses sent to you onMarch 31, 2017, and May 24, 2017.As previously stated in the letter sent to you on March 31, 2017, your payment was received;however, those funds were returned to your Bank. Please contact your Bank regarding thatpayment.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]May 24, 2017Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Herberger’s credit card accounts. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence submitted to the Bank regardingthis same matter. Please find enclosed a copy of our response sent to you on March 31, 2017.Furthermore, please be advised that the Bank issued a total credit of $52.11 on May 9, 2017.Your current balance is $891.56 and you have a minimum payment of $66.00 due by June 1,2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Roamans credit card. We are here to answer your questions and assist with your concerns.I understand from your correspondence that you paid your account in full; however, two...
separate late fees were charged to your account. I also understand that you requested that your account be closed, and that action was not done. I do apologize for any inconvenience or frustration this matter may have caused you. After a thorough review, our records indicate the payment due date on your Roamans account is the 1st of every month. Please keep in mind, when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee and finance charge, as explained in the Credit Card Agreement The Bank removed a late fee in the amount of $24.96 on March 20, 2017. Due to not receiving your payment by the due date, your account was assessed another late fee. Bank records indicate your account was paid in full on March 24, 2017. Please find enclosed, copies of the billing statements that show how the account balance was comprised. If you find any discrepancies, please contact me, and I’ll be happy to review the account further. As of the date of this letter, your account balance is zero and, per your request, we have closed your 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, Kristina W[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com Enclosures
I have reached out to Comenity twice about this and not once have they mentioned I would need to now follow up with Bon Ton separately until now. Bon Ton nor Comenity can present a confirmed signature on delivery so it is quite suspicious that they keep stating it was delivered, my family member never received the package and they have no confirmed signature upon delivery how is that a confirmed delivery. I am still being charged for a package I have not received and therefore would like to continue with my complaint I will be sure to add a complaint against Bon Ton as well after following up with them in the morning if this issue is not resolved.
Dear Daniel E. S[redacted]:Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Pottery Barn credit card. We are here to answer your questions and assist with your concerns.We previously received and responded to correspondence submitted to the Revdex.com regarding this same matter and previously advised you the inquiry on your credit bureau was valid.However, please be advised the Bank was able to determine you were not advised your credit bureau would be pulled when you requested a credit limit increase via our Interactive Voice Response system on April 8, 2017. Therefore, the Bank has submitted a request to have that inquiry removed. Please allow up to 45 days for the credit-reporting agencies to update their records.We apologize for this situation and appreciate you bringing this matter to our attention.I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]We received your complaint regarding the above-referenced account. Comenity Capital Bankissues Ideal Image® VIP credit accounts, and we are here to help with account-relatedquestions. Your complaint, addressed to the Revdex.com, was forwarded to myattention, and I...
appreciate the opportunity to respond to your concerns.Your complaint states that a refund check was issued to you on December 27, 2015; however,you have not received your refund check. You are requesting a refund be sent to you. Iunderstand your concerns, and I apologize for any inconvenience or frustration this may havecaused you.I attempted to contact you via telephone at the phone number provided; however, my attemptwas unsuccessful.After reviewing your account, our records indicate that a refund check in the amount of $90.00was issued to you on December 28, 2015. Our records further indicate that the check has notbeen cashed. Please be advised we are able to put a stop payment on the check and have anew one issued to you. You also have the option of having the funds electronically refunded toyou. If you are unable to locate the refund check that was issued on December 28, 2015,please contact our Customer Care team at ###-###-#### to resolve this matter.We hope this information is helpful. Should you have any additional questions or concerns,please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would behappy to assist you.Sincerely,Jenny W[redacted]
Thank you very much for your help and support with respect to my complaint ID # [redacted]My concern is that Comenity Bank approach by charging me irrational and unreasonable interests of $601.79 for the remaining balance of $878.58, was seriously shocking, that affected me and my husband, causing a serious heart attack and chest pain, due to emotional stress.When we called the bank they explain this outstanding and improbable interest charges, that this is correct and represent the cumulative interest charges on the initial debt for 12 months, (with a rate of 29.99%) since we didn’t complete the payment of the debt within the 12 months as agreed for, without interest. We disputed this charges since: 1. We called the bank before the end of the 12 months to extend the agreement for 6 months, to complete the payment without interest, as advised by a supervisor of the bank.2. To add a cumulative interest on the whole debt, if we didn’t complete the payment within the ascertained period, is a punishment that we have never heard about it in any financial organizations, all over the world, and we have never agreed for such policy.3. We have never been informed in advance of such policy which would never been accepted. 4. Irrespective of this cumulative charges, which is not accepted, the interest rate they used was aggravating.When we called Comenity Bank back, they tried to bargain the amount of charges, by reducing it by 20% and then by 30%, and of course this approach was absolutely refused; but it indicates that these charges are wrong, and this bargain is an acknowledgment that this action and the charges were absolutely hazardous error. A persuasive evidence of the error of the bank, is the final approval of the bank, after complaining the bank to the Revdex.com and to the Department of Financial Institutions in the State of Utah, that we are not responsible for such charges.I respectfully request charging the Comenity Bank with a reasonable amount of Emotional Stress Damages and Punitive Damages, that could be determined by the Revdex.com. Thank you[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel and previously issued The Limited credit cards. We are here to answer your questions and assist with your concerns.We understand from the additional correspondence you would like charges to The Limited account removed. You state that a Bank representative gave you incorrect information regarding closure of the account; which you feel is misleading.Please be assured we take your concerns seriously and are committed to providing the best customer service possible. We reviewed the applicable telephone conversations between March 8, 2017, and November 2, 2017, again. With regard to the conversation you referenced in your most recent correspondence, our associate did inform you The Limited store had closed; however, he stated your account remained open. During that conversation, no request was made to close The Limited account. Respectfully, our position remains unchanged, and we decline you request to credit The Limited account balance. .Sincerely,Rachel R[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.
Regards,
[redacted]
Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues Bealls Florida credit card accounts, and we are here to assist you with all account-related questions or concerns. I appreciate the opportunity to...
respond to your concerns. We understand from your complaint that you believe you are being charged for a purchase you never made. You state your last use of the card was in March 2015 for $150.18, which was paid for with a check mailed April 8, 2015. After this payment was received, you believe your account was paid in full. You would like the bill cancelled as you do not believe you owe $359.69. Thank you for speaking with me on April 14, 2016. Below, please find a summary of our previous telephone conversation. Bank records indicate, we attempted to send you a billing statement on April 23, 2016, reflecting a balance of $126.43, and a payment of $25.00 due by May 19, 2015. Due to non-receipt of payment, the account was written off on November 23, 2015, with an unpaid balance of $359.59. The account sold to Portfolio Recovery on December 29, 2015. Bank records show that your billing statements were returned to us by the post office due to an incorrect address and no forwarding address present. Please be assured that your mailing address has been updated. The Bank has made the decision to no longer hold you responsible for the balance. Due to this account being reported as a charge off, Comenity Bank can confirm that this account is no longer reporting to the credit bureaus. You are a valued customer, and we hope you find this information to be helpful. Should you have any further questions or concerns, please do not hesitate to contact me at (###-###-####, ext. [redacted] (TDD/TTY ###########. I will be happy to assist you. Sincerely, Amanda R**
Dear [redacted]Comenity Capital Bank has received your correspondence regarding the above-referencedaccount. Comenity Capital Bank issues HSN credit card accounts. We are here to answer yourquestions and assist with your concerns.Your complaint states that the balance on your account went from...
$128.00 to $256.00 and youwould like to know why the balance doubled and as a result your credit was affected. Furthermore,you state that you did not ask for the HSN credit card account and used your debit card to makeyour purchase. You are requesting an explanation as to why your balance increased. I understandyour concerns, and apologize for any confusion or frustration this may have caused you.Please understand that Comenity Capital Bank and HSN are separate entities. Comenity CapitalBank issues and responds to questions regarding the HSN credit card account. While HSNresponds to questions regarding merchandise, purchases, returns, and shipping.Our records indicate that your account was opened on June 22, 2016, use of the account or failureto close the account within 30 days of receiving the CCA indicated your acceptance of the termsof the Agreement, including the assessment of any finance charges and fees. The last purchaseof $7.48 was made on November 3, 2016, and the last payment of $30.00 was received onNovember 2, 2016.At least some of your purchases were made using HSN’s optional FlexPay program. FlexPay isa convenient way to shop that allows you to easily divide your purchase into monthly installmentpayments with your credit card. The payments can be made using your HSN credit card or someother form of payment. You arranged to have your monthly payments charged to your HSN creditcard. When a purchase was made using FlexPay, HSN immediately billed your HSN credit cardaccount for the first monthly installment plus any applicable tax and shipping and handling fees.Your purchase was shipped, and the remaining FlexPay installments were automatically billed toyour HSN credit card account every 30 days thereafter, beginning the month after the originalorder date. HSN does not charge interest or fees to use FlexPay; however, if your entire creditcard statement balance is not paid by the due date each month, interest is charged on the accountbalance in accordance with the terms of the Credit Card Agreement (CCA).A statement was issued October 11, 2016, showing a balance of $152.85 with a minimumpayment of $27.00 due by November 6, 2016. The Bank received a payment of $30.00 onSeptember 30, 2016. Please be advised that you had new charges that totaled $128.28 whichposted to your account after that statement was issued.On November 10, 2016, a statement was issued showing a balance of $256.08 with a minimumpayment of $27.00 due by December 6, 2016. The Bank did not receive a payment; therefore, alate fee was assessed to your account.Please be advised that statements continued to be issued showing that a balance was still owingon your account; however, no payments were made and as a result your account was chargedlate fees and finance charges. Furthermore, as a result of your account becoming two billingperiods past due, your account was reported as delinquent to the national credit-reportingagencies. I have enclosed your billing statements for your review.Comenity Capital Bank has not found any billing errors. We understand your concern regardingyour credit report. We have verified we are reporting the account correctly to the credit reportingagencies as we are required by law. We are unwilling to change or remove accurate informationfrom your credit report.I hope you found this information to be helpful. If you have any further questions or concerns,please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]
I was led to believe false information, and the employees that did this need to be retrained. If you won’t raze the credit limit to be the $2.100 like I was false led to believe it was, I think everything I have been through deserves a customer service adjustment to the account to bring it under the credit limit. That’s a $386.00 good will adjustment on the banks part. This would be the right thing to do.
Regards, [redacted]
I have no idea what they are referring to.
Regards,
[redacted]
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to assist you.Your complaint states that you paid your bill on the correct day and we are sending claims that the payment did not process. You also state that fraudulent payments are trying to be received. You would like the account to be credited the correct amount.Bank records indicate that you scheduled an online payment for $83.16 on May 6, 2015. On May 12, 2015, this payment was returned by your financial institution due to insufficient funds. As such, the amount was debited back to your Victoria’s Secret/PINK account balance, and the account was charged a $25.00 returned payment fee. On May 13, 2015, you scheduled an additional payment online for $156.36, and this payment was returned on May 19, 2015, by your financial institution due to insufficient funds. As such, the amount was debited back to your Victoria’s Secret/PINK account balance, and the account was charged a $25.00 returned payment fee. Additionally, because of the two returned payments in the last 90 days, your charging privileges have been suspended.If you believe that you are a victim of fraud regarding your banking account, we encourage you to contact your financial institution and file a fraud claim so that they can investigate on your behalf. If they find that the payments stated above were fraud, please have your financial institution send us a letter to the address listed above, or send by fax to my attention at ###-###-####. After receiving, we would be happy to remove the returned payment fees and reinstate your Victoria’s Secret/PINK account.Additional review of your account reflects that you made a fraud claim on December 31, 2014, stating that you never made a purchase of $182.62 by catalogue. The Bank’s Account Protection team investigated your claim of fraud, Fraud Case #[redacted]. They concluded that you were responsible for the charge(s), as the order was shipped to your address listed in this complaint and you used the email address listed on your account. However, they did establish you with a new Victoria’s Secret/PINK credit card account ending in [redacted]We hope this information is helpful. Should you have further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced accounts. Comenity Bank issues the NY&C Rewards and Victoria’s Secret Angel credit card accounts. We are here to answer your questions and assist with your concerns. Your...
complaint states that you set up bill pay through your financial institution and your payments are debited from your bank account on the 25th of each month. However, your NY&C Rewards account was recently charged a late fee, but your Victoria’s Secret account was not. You further state that you contacted the Bank regarding the late fee and spoke to a supervisor who was rude, and when you requested to have your account closed, the supervisor offered to remove the late fee. Furthermore, you state that your accounts were assessed late fees in the month of March 2017 and you wrote a letter requesting that the late fees be waived; however, you were advised that the additional late fees would not be waived. You are requesting that the late fees assessed in March 2017 be waived. I understand your concerns, and apologize for any confusion or frustration this may have caused you. 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 on March 28, 2017, you scheduled a payment of $27.00 on your NY&C Rewards account and a payment of $29.81 on your Victoria’s Secret Angel account; however, as a result of the payments being scheduled after 8 p.m. ET, and posting the following day, a late fee was assessed to each of your accounts. Bank records further indicate that your Victoria’s Secret Angel account received a courtesy late fee credit on February 27, 2017, and your NY&C Rewards account received a courtesy late fee credit on May 4, 2017; neither account is eligible for an additional late fee credit. Comenity Bank has not found any errors on your account, and we are unwilling to waive any additional fees, as they are valid. 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. Please review the payments section on the back of your statement for additional information. 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/CustomerResourceCente...⇄ hope you found this information to be helpful. If you have any further questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Jenny W[redacted]
Dear [redacted]: We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to help answer account-related questions. I appreciate this opportunity to address your...
concerns. We understand from your complaint that the account was charged a $55.00 late fee in November of 2015. You state you made an in-store payment and after two hours on the phone with the Bank, the Bank realized the mistake and the late fee was removed. You recently received a call advising you that the account was past due. You explained that a family member fell ill and passed away and you were not paying much attention to your bills. You offered to pay what was owed, minus the late fee. However, you were advised by the Bank representative that because a courtesy late fee credit was provided in November, the Bank was unwilling to credit the recent late fee that had been assessed. You are dissatisfied with the service you have received when calling the Bank. You have since made a payment in full and closed the account. At this time you are requesting reimbursement for the $55.00 in late fees. We have reviewed the concerns in your complaint, 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. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement (CCA). Bank records indicate you placed a call to the Bank on November 27, 2015, in which you stated that you received a call from the Bank about being late on a payment. You stated that you made an in-store payment for the full balance in September. You were advised that the $100.00 payment made on September 26, 2015, was not for the full balance, as the balance at the time was $153.27. You requested that the late fee be removed due to the mix up. As a courtesy, the representative removed the late fee, which was for $25.00. As no Bank errors were found, we respectfully decline your request to reimburse you $55.00 for the assessed late fees. We hope this information is helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Kaija M[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Lane Bryant credit card. We are here to answer your questions and assist with your concerns. Thank you for your additional correspondence regarding the above-referenced account. You state that you do not want your payment history removed and you want your credit privileges restored. You state if this happens, then Comenity Bank/Lane Bryant discriminated against you for filing a complaint of discrimination and losing your job through no fault of your own. You further state the third party debt collector information needs to be removed from all reporting agencies. We have reviewed your account and we are happy to share our findings. We have enclosed copies of your monthly billing statements, for your review. Please be advised 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 February 15, 2016, a billing statement was issued reflecting a balance of $1,258.99, and a minimum payment of $121.00 due by March 12, 2016. On March 15, 2016, a benefit payment of $121.00 was applied to the account from AON, the vendor for Account Assure. Please be advised this payment was made as a courtesy while AON waited for your paperwork regarding your unemployment claim. As no additional payments were received, the account was permanently closed and charged off as an unpaid debt. On October 19, 2016, the account was sold to [redacted]. Letters were sent by the Bank in response to your concerns on March 2, 2017, March 8, 2017, and March 16, 2017. We have enclosed copies of these letters for your review. Once an account is charged off, we are unable to have an account reopened. Please be advised we are in the process of purchasing your account back from [redacted]. Once this process is complete, we will issue credit for the accrued late fees and finance charges to bring the account to a zero balance. We will also submit a request to the credit reporting agencies to delete the account from your credit file. Since the account went to a charged off status, this is the only action the Bank can take to remove the derogatory information from your credit report. We are sorry that you feel you may have been discriminated against. Please be assured, Comenity Bank does not take your filing a complaint of discrimination, because you lost your job through no fault of your own, or any other prohibited basis criteria into consideration when making credit decisions. If you are interested in having a new Lane Bryant account, you are welcome to reapply. 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, Laura R[redacted] Laura R[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com Enclosures
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Marathon credit card. We are here to answer your questionsand assist with your concerns.Your correspondence indicates previous arrangements were made with the Bank to enroll...
youraccount into the Hardship Program by making an initial payment in the amount of $100.00 andsetting up 12 payments in the amount of $30.00 each to be automatically deducted each month.You also were advised by the Bank that after three consecutive on time payments, late fees wouldbe removed. You explain your first monthly payment was automatically deducted; however, youlater received an email indicating your account was charged off and sent to the Bank’s Legalteam. In addition, when you contacted the Bank in regard to the matter, you were advised thearrangement is no longer valid, because payment was received a day after your account cycled.Lastly, you request that the Bank honor the arrangement and enroll your account into the HardshipProgram, that the Bank update your account to reflect a good standing, and that the Bank reportyour account as such to the credit reporting agencies.We understand the concerns mentioned in your correspondence and apologize for anyinconvenience or frustration you may have experienced. We never intend to treat our customersin a less-than-satisfactory manner. We are committed to providing the best customer service andare disappointed when a customer feels this standard was not met.We have reviewed the concerns mentioned in your correspondence along with all applicablephone calls and would like to provide you with the following information. On December 27, 2017,you spoke to a Bank representative in regard to your above-referenced account. Therepresentative advised you of the Bank’s Hardship Program. The Hardship Program is a servicethe Bank may offer to customers which provides special terms in order to help bring the accountcurrent. You expressed you wanted to enroll your account into the Hardship Program and as aresult, you submitted an initial enrollment payment in the amount of $100.00 and set up 12payments to be automatically deducted from your personal bank account on the 21st of eachmonth for 12 consecutive months. Additionally, the representative issued a credit in the amountof $200.00 as a courtesy. Later the same day, December 27, 2017, your account wrote off beforesuccessfully completing the enrollment into the Hardship Program. Your correspondence mentioned you received communication from the Bank via email. Pleasebe advised on July 29, 2014, you enrolled the above-referenced account into paperlessstatements. As a result, the Bank provided you with notification via email when your billingstatements were ready to be viewed. The emails were sent to [redacted]@YAHOO.COM, whichis the email address you listed on the account. After review, we have confirmed when yourDecember 2017 statement generated, the Bank provided you with a statement ready email. Thestatement indicated your account has been charged off and is being handled by the Bank’sRecovery team.On January 30, 2018, you contacted the Bank and expressed the concerns mentioned above.The representative explained that the account wrote off prior to successful enrollment in theHardship Program and as a result, the above-mentioned automatic payments were cancelled.Additionally, the representative presented you with two settlement offers; however, you did notaccept either offer. The representative also offered the option for you to set up additionalpayments and you agreed. As a result, the representative scheduled 12 consecutive payments of$50.00 each to be deducted on the 21st of each month beginning February 21, 2018. A letterdated January 31, 2018, was sent to confirm the agreement. A copy of the letter is enclosed foryour convenience.Please be advised we have submitted a request to the credit reporting agencies to remove theabove-mentioned account from your credit file. Please allow up to 45 days for this change to bereflected with the credit reporting agencies. Unfortunately, we are unable to present you with theoption to enroll your account into the Hardship Program. As of the date of this letter, your accountremains charged off with a balance in the amount of $1,233.57. As previously stated, paymentsof $50.00 each have been scheduled for the 21st of each month beginning February 2018 throughJanuary 2019. Once these payments have been processed, you may contact our Recovery teamat (800) 695-7444 to schedule additional payments to satisfy the account balance.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Zachary B[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted] Comenity Bank has received your correspondence regarding the above-referenced credit card account. Comenity Bank issues the Jessica London® credit cards. We are here to answer your questions and assist with your concerns. We understand your concerns regarding...
the non-receipt of merchandise, shipping charges and bank fees which created an unpaid balance on your account. We also understand your request to cease further collections on the account. I’ve reviewed your account and I am happy to explain my findings. Please note Comenity Bank and Jessica London® are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Jessica London® is responsible for handling matters related to sales, merchandise processing, returns and shipping. Bank records indicate that you charged $148.14 to your account on October 26, 2016. The order was cancelled and the account was issued credit of $131.03, which was less the return label fee and shipping and handling charges. Per Jessica London’s shipping and handling policy, shipping charges are non-refundable. The Bank issued you a billing statement on November 10, 2016, with a balance of $24.61, and a payment due on December 6, 2016. As payment was not made, the account was charged a late fee and finance charge. You contacted the Bank via secure messages on Account Center in which we closed the account as you requested. Additionally, a dispute was filed on your behalf, which takes up to 60 days to resolve. Please be advised that as a result of this complaint, this letter will serve as a response to your Revdex.com complaint and your billing dispute; you will not receive a separate letter. On December 22, 2016, Jessica London issued a $7.50 credit to refund the return label fee. Although no Bank errors were found, in the interest of customer service, we issued credits totaling $39.11 to remove the balance from your account. Per your request, a "cease and desist" status has been placed on your account. This cease and desist request will stop all future collection calls, but it will also suspend authorizations for new purchases on all of your accounts 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 may be changed at any time by contacting us again in writing at the below address: Comenity Bank [redacted]
[redacted] This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance. 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, Shawnda Y[redacted]
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Herberger’s credit card accounts. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence submitted to the Better BusinessBureau regarding this same matter. Please find enclosed copies of our responses sent to you onMarch 31, 2017, and May 24, 2017.As previously stated in the letter sent to you on March 31, 2017, your payment was received;however, those funds were returned to your Bank. Please contact your Bank regarding thatpayment.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]May 24, 2017Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Herberger’s credit card accounts. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence submitted to the Bank regardingthis same matter. Please find enclosed a copy of our response sent to you on March 31, 2017.Furthermore, please be advised that the Bank issued a total credit of $52.11 on May 9, 2017.Your current balance is $891.56 and you have a minimum payment of $66.00 due by June 1,2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Roamans credit card. We are here to answer your questions and assist with your concerns.I understand from your correspondence that you paid your account in full; however, two...
separate late fees were charged to your account. I also understand that you requested that your account be closed, and that action was not done. I do apologize for any inconvenience or frustration this matter may have caused you. After a thorough review, our records indicate the payment due date on your Roamans account is the 1st of every month. Please keep in mind, when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee and finance charge, as explained in the Credit Card Agreement The Bank removed a late fee in the amount of $24.96 on March 20, 2017. Due to not receiving your payment by the due date, your account was assessed another late fee. Bank records indicate your account was paid in full on March 24, 2017. Please find enclosed, copies of the billing statements that show how the account balance was comprised. If you find any discrepancies, please contact me, and I’ll be happy to review the account further. As of the date of this letter, your account balance is zero and, per your request, we have closed your 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, Kristina W[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com Enclosures
I have reached out to Comenity twice about this and not once have they mentioned I would need to now follow up with Bon Ton separately until now. Bon Ton nor Comenity can present a confirmed signature on delivery so it is quite suspicious that they keep stating it was delivered, my family member never received the package and they have no confirmed signature upon delivery how is that a confirmed delivery. I am still being charged for a package I have not received and therefore would like to continue with my complaint I will be sure to add a complaint against Bon Ton as well after following up with them in the morning if this issue is not resolved.
Dear Daniel E. S[redacted]:Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Pottery Barn credit card. We are here to answer your questions and assist with your concerns.We previously received and responded to correspondence submitted to the Revdex.com regarding this same matter and previously advised you the inquiry on your credit bureau was valid.However, please be advised the Bank was able to determine you were not advised your credit bureau would be pulled when you requested a credit limit increase via our Interactive Voice Response system on April 8, 2017. Therefore, the Bank has submitted a request to have that inquiry removed. Please allow up to 45 days for the credit-reporting agencies to update their records.We apologize for this situation and appreciate you bringing this matter to our attention.I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]Compliance Dept. – Consumer Responses
Dear [redacted]We received your complaint regarding the above-referenced account. Comenity Capital Bankissues Ideal Image® VIP credit accounts, and we are here to help with account-relatedquestions. Your complaint, addressed to the Revdex.com, was forwarded to myattention, and I...
appreciate the opportunity to respond to your concerns.Your complaint states that a refund check was issued to you on December 27, 2015; however,you have not received your refund check. You are requesting a refund be sent to you. Iunderstand your concerns, and I apologize for any inconvenience or frustration this may havecaused you.I attempted to contact you via telephone at the phone number provided; however, my attemptwas unsuccessful.After reviewing your account, our records indicate that a refund check in the amount of $90.00was issued to you on December 28, 2015. Our records further indicate that the check has notbeen cashed. Please be advised we are able to put a stop payment on the check and have anew one issued to you. You also have the option of having the funds electronically refunded toyou. If you are unable to locate the refund check that was issued on December 28, 2015,please contact our Customer Care team at ###-###-#### to resolve this matter.We hope this information is helpful. Should you have any additional questions or concerns,please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would behappy to assist you.Sincerely,Jenny W[redacted]
Thank you very much for your help and support with respect to my complaint ID # [redacted]My concern is that Comenity Bank approach by charging me irrational and unreasonable interests of $601.79 for the remaining balance of $878.58, was seriously shocking, that affected me and my husband, causing a serious heart attack and chest pain, due to emotional stress.When we called the bank they explain this outstanding and improbable interest charges, that this is correct and represent the cumulative interest charges on the initial debt for 12 months, (with a rate of 29.99%) since we didn’t complete the payment of the debt within the 12 months as agreed for, without interest. We disputed this charges since: 1. We called the bank before the end of the 12 months to extend the agreement for 6 months, to complete the payment without interest, as advised by a supervisor of the bank.2. To add a cumulative interest on the whole debt, if we didn’t complete the payment within the ascertained period, is a punishment that we have never heard about it in any financial organizations, all over the world, and we have never agreed for such policy.3. We have never been informed in advance of such policy which would never been accepted. 4. Irrespective of this cumulative charges, which is not accepted, the interest rate they used was aggravating.When we called Comenity Bank back, they tried to bargain the amount of charges, by reducing it by 20% and then by 30%, and of course this approach was absolutely refused; but it indicates that these charges are wrong, and this bargain is an acknowledgment that this action and the charges were absolutely hazardous error. A persuasive evidence of the error of the bank, is the final approval of the bank, after complaining the bank to the Revdex.com and to the Department of Financial Institutions in the State of Utah, that we are not responsible for such charges.I respectfully request charging the Comenity Bank with a reasonable amount of Emotional Stress Damages and Punitive Damages, that could be determined by the Revdex.com. Thank you[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Victoria’s Secret Angel and previously issued The Limited credit cards. We are here to answer your questions and assist with your concerns.We understand from the additional correspondence you would like charges to The Limited account removed. You state that a Bank representative gave you incorrect information regarding closure of the account; which you feel is misleading.Please be assured we take your concerns seriously and are committed to providing the best customer service possible. We reviewed the applicable telephone conversations between March 8, 2017, and November 2, 2017, again. With regard to the conversation you referenced in your most recent correspondence, our associate did inform you The Limited store had closed; however, he stated your account remained open. During that conversation, no request was made to close The Limited account. Respectfully, our position remains unchanged, and we decline you request to credit The Limited account balance. .Sincerely,Rachel R[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.
Regards,
[redacted]
Dear Ms. [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues Bealls Florida credit card accounts, and we are here to assist you with all account-related questions or concerns. I appreciate the opportunity to...
respond to your concerns. We understand from your complaint that you believe you are being charged for a purchase you never made. You state your last use of the card was in March 2015 for $150.18, which was paid for with a check mailed April 8, 2015. After this payment was received, you believe your account was paid in full. You would like the bill cancelled as you do not believe you owe $359.69. Thank you for speaking with me on April 14, 2016. Below, please find a summary of our previous telephone conversation. Bank records indicate, we attempted to send you a billing statement on April 23, 2016, reflecting a balance of $126.43, and a payment of $25.00 due by May 19, 2015. Due to non-receipt of payment, the account was written off on November 23, 2015, with an unpaid balance of $359.59. The account sold to Portfolio Recovery on December 29, 2015. Bank records show that your billing statements were returned to us by the post office due to an incorrect address and no forwarding address present. Please be assured that your mailing address has been updated. The Bank has made the decision to no longer hold you responsible for the balance. Due to this account being reported as a charge off, Comenity Bank can confirm that this account is no longer reporting to the credit bureaus. You are a valued customer, and we hope you find this information to be helpful. Should you have any further questions or concerns, please do not hesitate to contact me at (###-###-####, ext. [redacted] (TDD/TTY ###########. I will be happy to assist you. Sincerely, Amanda R**
Dear [redacted]Comenity Capital Bank has received your correspondence regarding the above-referencedaccount. Comenity Capital Bank issues HSN credit card accounts. We are here to answer yourquestions and assist with your concerns.Your complaint states that the balance on your account went from...
$128.00 to $256.00 and youwould like to know why the balance doubled and as a result your credit was affected. Furthermore,you state that you did not ask for the HSN credit card account and used your debit card to makeyour purchase. You are requesting an explanation as to why your balance increased. I understandyour concerns, and apologize for any confusion or frustration this may have caused you.Please understand that Comenity Capital Bank and HSN are separate entities. Comenity CapitalBank issues and responds to questions regarding the HSN credit card account. While HSNresponds to questions regarding merchandise, purchases, returns, and shipping.Our records indicate that your account was opened on June 22, 2016, use of the account or failureto close the account within 30 days of receiving the CCA indicated your acceptance of the termsof the Agreement, including the assessment of any finance charges and fees. The last purchaseof $7.48 was made on November 3, 2016, and the last payment of $30.00 was received onNovember 2, 2016.At least some of your purchases were made using HSN’s optional FlexPay program. FlexPay isa convenient way to shop that allows you to easily divide your purchase into monthly installmentpayments with your credit card. The payments can be made using your HSN credit card or someother form of payment. You arranged to have your monthly payments charged to your HSN creditcard. When a purchase was made using FlexPay, HSN immediately billed your HSN credit cardaccount for the first monthly installment plus any applicable tax and shipping and handling fees.Your purchase was shipped, and the remaining FlexPay installments were automatically billed toyour HSN credit card account every 30 days thereafter, beginning the month after the originalorder date. HSN does not charge interest or fees to use FlexPay; however, if your entire creditcard statement balance is not paid by the due date each month, interest is charged on the accountbalance in accordance with the terms of the Credit Card Agreement (CCA).A statement was issued October 11, 2016, showing a balance of $152.85 with a minimumpayment of $27.00 due by November 6, 2016. The Bank received a payment of $30.00 onSeptember 30, 2016. Please be advised that you had new charges that totaled $128.28 whichposted to your account after that statement was issued.On November 10, 2016, a statement was issued showing a balance of $256.08 with a minimumpayment of $27.00 due by December 6, 2016. The Bank did not receive a payment; therefore, alate fee was assessed to your account.Please be advised that statements continued to be issued showing that a balance was still owingon your account; however, no payments were made and as a result your account was chargedlate fees and finance charges. Furthermore, as a result of your account becoming two billingperiods past due, your account was reported as delinquent to the national credit-reportingagencies. I have enclosed your billing statements for your review.Comenity Capital Bank has not found any billing errors. We understand your concern regardingyour credit report. We have verified we are reporting the account correctly to the credit reportingagencies as we are required by law. We are unwilling to change or remove accurate informationfrom your credit report.I hope you found this information to be helpful. If you have any further questions or concerns,please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]