Comenity Capital Bank

Comenity Capital Bank has received your complaint regarding the above-referencedaccountComenity Capital Bank issues the Lending Club Patient Solutions credit accountWeare here to answer your questions and assist with your concerns.Your complaint states that you contacted the Bank before your first statement was due andadvised that your monthly payments were too highYou asked for the payments to be loweredand you were advised there were no options to lower the payments; however, if your account fellpast due, there may be other options for youYou state that your account fell past due and youreceived phone calls regarding your account being past due; however, no one offered to loweryour paymentsYou further state that after a year, you contacted the Bank to see if there wasanything that could be done to help you with your account and you were referred to MoneyManagement International, who sent the Bank a proposal to have the minimum payment loweredto $and we accepted it; however, despite making payments on the account each month,your account was written-offYou are requesting that this information is updated as you havebeen making your paymentsWe understand your concerns and apologize for any confusion orfrustration this matter may have caused you.Our records indicate that on March 23, 2015, a purchase of $11,posted to your accountand was placed on a month waived interest equal payment plan, that was scheduled to expireon March 24, Purchases on this plan will not be assessed interest if the purchase is paidcompletely before the end of the promotional periodAt the end of the promotional period, anybalance remaining on the plan is added to the regular revolving balanceAt the end of thepromotional period, any balance remaining on the plan is added to the regular revolving balance.The customer is required to make equal monthly payments during the promotional periodForexample, if the customer’s purchase is $1,and the plan lasts for months, the customeris required to make an equal payment of $each month.Our records further indicate that on March 18, 2016, we accepted Money ManagementInternational’s proposal to allow you to make payments of $each monthPlease beadvised that your account was seven billing periods past due and was in the process to be writtenoff.The only way to have avoided the account being written-off was if the full minimum paymentrequired at the time, was paid in full at the time of enrollment.Comenity Capital Bank has not found any billing errors and we are required to report factualinformation to the credit reporting agenciesAs such, no updates will be made to your creditbureau report, as our reporting is valid.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Compliance Dept– Consumer Responsescc: Revdex.com

Dear [redacted] ***: Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the Blair credit cardWe are here to answer your questions and assist with your concernsWe understand that on November 6, 2016, you paid a payment in the amount of $to pay off the account with a representativeAt this point you requested to have the account cancelledYou state that you received a letter in the mail thanking you for paying off the account dated November 21, Since November 2016, you have received calls from the Bank in attempts to collect on the balance of the accountYou have been advised that the account has never been closed and has been accumulating late feesYou further advise that the accounting department sent an apology letter for the ill treatment on November 23, 2016; that this letter also confirmed the account was paid in fullAdditionally, you advise that the calls never stopped, the balance of the account is now over $200.00, and the Bank refuses to close the accountYou are requesting the account corrected to reflect a zero balance, the account closed, to not have your credit adversely affected, and the calls to stopWe have reviewed the concerns in your correspondence, the mail correspondence in reference to your account, as well as the applicable telephone conversations, and here are our findingsOn November 21, 2016, you contacted the Bank and advised that the account had been paid off, however, the balance was not reflecting as suchThe representative advised that the payment made on November 3, 2016, had been returned as the account number provided was invalidYou advised that the information provided on the October 3, payment was the same, and the October payment went throughThe representative advised that the payment made was through the automated system and not with a live representativeA dispute was opened on your behalf to review the informationYou opted to make a payment during this conversation to cover the returned payment in the amount of $After the Bank completed the dispute investigation, a written response was mailed to you advising that the payment was processed properlyPlease be advised that this letter did not advise that the account was paid in fullI have enclosed a copy for your records and reviewAfter further review of your account we have found that when making your payment on November 3, 2016, with the automated system, that you opted for the option of using the previous payment methodAs you have rectified the returned payment with payment on November 21, 2016, the associate late fees, finance charges, and return payment fee equaling $will be credited to your accountOnce the credits post, the balance will be zeroThis activity will be reflected on your next billing statementPlease be advised notification has been sent to the credit agencies to remove the delinquencies associated with this accountPlease allow business days for them to update their recordsThe account has been closed per your request as of June 22, I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####Sincerely, Diamond L***

Dear Ms [redacted] We received the complaint you sent to the Revdex.com of Central Ohio(Revdex.com) regarding PayPal CreditYour correspondence was forwarded to ComenityCapital BankThe PayPal Credit product is issued by Comenity Capital Bank andserviced by Bill Me Later, IncPayPal Credit is a payment option made available bymany merchants to their customers.Your complaint states a PayPal Credit account was opened in your name without acredit check or proper authorization from youYou state that you were never providedwith Terms and Conditions to accept when making a purchase through PayPal, whichwould indicate you were applying for a line of creditYou also state you placed a fraudalert on your credit report to prevent credit accounts to be opened in your name withoutyour express authorizationYou are requesting PayPal Credit remove the inquiry fromyour credit report.PayPal Credit's records reflect that your PayPal Credit account' was opened on August19, 2011, in connection with an online purchase attempt of $through an eBaymerchant, with PayPal Credit selected as the funding sourceIn order for theapplication to process with PayPal Credit and an account to be opened, you wererequired to provide your name, date of birth, last four digits of your social securitynumber, and agree to and accept the electronically presented Terms and Conditions atthe time of purchaseThe purchase attempted at the time your account was created didnot post to your account.Please note, the first line of the Terms and Conditions provided to you during theapplication process reads, "Bill Me Later@ is an open-end credit plan offered byWebBank (the "Lender")..and [you] authorize the Lender to review your credit report."This immediately informs a consumer they are applying for a credit product and notPlease be advised that as of August 1,2014, Bill Me Later@ was rebranded to PayPal CreditThis is purely a product name change and has noimpact on how your account will functionThe lender for PayPal Credit accounts is still Comenity Capital Bank and the accounts will continue tobe serviced by Bill Me Later, Inc.Please be advised that WebBank, Salt Lake City, Utah was previously the Lender on the PayPal Credit Payment SystemAs of August 29,2013, Comenity Capital Bank, Salt Lake City, Utah, became a Lender for the PayPal Credit Payment SystemPayPal Credit accounts willcontinue to be serviced by Bill Me Later, Inc.making a traditional PayPal purchaseEnclosed is a copy of the Terms and Conditionsfor your reference.Our records reflect a purchase of $from PayPal merchant Alliance for LupusResearch, posted to your account on May 18, 2015, as reflected on your statementdated May 24, 2015.Please also note, purchases made using your PayPal account are not automaticallydiverted to a PayPal Credit accountUpon checkout, customers are provided with theiravailable funding options within their PayPal accountsThe first funding sourcepresented to the customer is the default funding source on the PayPal accountIf youdo not wish to utilize PayPal Credit, you always have the option to cancel theapplication or choose one of your existing payment methods.Our records indicate you called you called PayPal Credit on May 31, 2015, regardingyour accountDuring the phone call, you stated you did did not apply for the PayPalCredit account in your name, and that you have a security freeze on your credit report.The representative explained how a PayPal Credit account is established by a customerduring the checkout process, and the necessary steps that a customer must complete toapplyYou then submitted a payment of $with the representative, and theaccount was closed, per your request.PayPal Credit obtained a copy of your credit report when you first applied for yourPayPal Credit account, as discussed aboveAt the time of your application, PayPalCredit did not receive notice from the credit reporting agencies that there was a creditfreeze associated with your credit report.PayPal Credit is unable to remove the credit inquiry because, pursuant to the PayPalCredit Terms and Conditions, you were notified you were opening a line of a credit, andthat a credit report would be obtainedAs of the date of this letter, your account isclosed with a zero balance.We hope this letter explains and resolves this matter.Sincerely, [redacted] Compliance Dept- Consumer Responses

Dear Mr [redacted] We received the complaint you sent to the Revdex.com regarding PayPalCreditYour correspondence was forwarded to Comenity Capital BankThe PayPalCredit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later,IncPayPal Credit is a payment option made available by many merchants to theircustomers.Your complaint states you received a voicemail from PayPal Credit attempting to reachone of their customersYou are requesting PayPal Credit remove your phone numberfrom their dialer.According to PayPalls Credit's records, a call was placed on June 13, 2016, to thephone number provided in the complaintThe call was communication intended for aconsumer regarding a business matter unrelated to you.Upon receipt of your complaint, PayPal Credit flagged the phone number you provided(ending in 2940) with "Do Not Call" instructionsYou should no longer receive phonecalls from PayPal Credit.We hope this letter explains and resolves this matter.Sincerely,Jessica A [redacted]

Please find attached supporting documents for my complaint #$11949058.Thank you

Dear [redacted] Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account Comenity Capital Bank issues My Place Rewards credit cardsWe are here to answer your questions and assist with your concerns We understand from your complaint that when you applied for the My Place Rewards credit card in November 2016, you made a purchase for $41.35; however, you did not receive the card or a billing statementIn January 2017, you received your first statement and a late fee and finance charge had been assessed to the accountYou contacted customer service to have all of the fees removed; however, only a partial credit was applied to your account, and then more fees continued to accumulate on your accountYou are requesting to have your account balance correctedWe apologize for any inconvenience this matter may have caused you Our records indicate that when the account was opened on October 30, 2016, the address in our records did not have the apartment numberPlease be assured that your address has now been updated in our records with the apartment numberWe have enclosed copies of your statements for your review Please be advised that additional credits totaling $have been applied to your account, to remove the previously assessed late fees and finance chargesWith this adjustment you now have a credit balance of $A refund check has been requested and should be received within fourteen days Per your request, your account was closed on March 15, Although, you have requested to close your account, we hope that you continue to shop with The Children’s Place I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Ashley H***

Because I have already talked with several managers and they all give me the same responseThey say they will look into it, but they don'tI'm tired of getting the run around from them I would just like my $back that they charged me for the unnecessary late fee The Account is paid in full

Thank you for contacting Cornenity BankWe received your complaint, addressed to the BetterBusiness Bureau, regarding two fraudulent accounts being opened in your name while you wereliving outside of the United StatesAs the bank that issues many different credit card accounts,we are here to assist you with your account-related questionsYour complaint was forwarded tomy attention, and I appreciate the opportunity to assist you.After a thorough review of our records, we are unable to locate any credit card account with theinformation providedWe would be unable to resolve this matter without having additionalinformation to research your concernsPlease provide the following:A valid Comenity Bank account numberA full Social Security numberAn address associated with the accountAny previous or alternate namesWe hope that this information is helpfulShould you have any additional questions or concerns,please do not hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist you

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThank you for all your help with this matter

February 23, RE: [redacted] Credit Card Account Ending In Revdex.com Complaint ID: Dear [redacted] : Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues the [redacted] credit cardWe are here to answer your questions and assist with your concerns We understand from your complaint that you ordered two pairs of slacks, anticipating that you would receive them prior to the Christmas holidayHowever, the pants were not shipping until January You state you went through the billing statement and you don’t understand the charges assessed to the card listed as [redacted] catalog, [redacted] You state the charges have been assessed each month since October You paid the account off; however, you are requesting a refund, as you feel you should not pay for the unknown chargesI am happy to share my findings Please note that [redacted] and Comenity Capital Bank are two separate entitiesThe Bank issues and is responsible for addressing questions related to your credit card account [redacted] is responsible for handling matters related to sales, merchandise processing, returns and shipping Bank records indicate the [redacted] account was enrolled in [redacted] via phone on May 16, [redacted] is an optional debt cancellation programThe monthly fee is $per $of your outstanding balanceIf there is no balance at billing, there is no chargePlease be advised that [redacted] has been cancelled as of February 15, 2017, and a total of $was credited to the account in regard to the program We confirmed with [redacted] that you enrolled in the [redacted] VIP Plus program and the Health Connection via phoneThe [redacted] VIP Plus program is offered directly by [redacted] and offers perks and discountsThe program has an introductory fee of $and, if not cancelled within the first days, a fee of $will be billed to the account monthly Customers may cancel [redacted] VIP Plus at any time with no further obligationThe enrollment of the [redacted] VIP Plus program was cancelled on February 13, 2017, and the account was credited $regarding the program The Health Connection program was cancelled on February 15, The account was credited $in regard to the programAdditionally, the [redacted] mailings/catalogs are sent free to customersHowever, you have been deleted from the [redacted] mailing listIf you would like to receive [redacted] mailings/catalogs, please contact [redacted] at ###-###-#### A total refund of $will be sent to you via mail, under separate cover, and should be received in the next business days Please be assured we have removed the 30-day late that was reported for January 2017, in regard to this matterPlease allow the credit bureaus days to update their records The account was closed, per your request on February 8, Although you have closed your account, we hope you will continue to shop with [redacted] I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, [redacted]

again the business keeps redirecting and not confirming what was previously explained by themMy purchases should have been paid first with my large payment as long as the had a balance coming dueTheir own terms and agreements say that payments will be applied to promotional purchases first if they are within the repayment periodThe payment I made was within days of year of the purchase dates, clearly within their termsI have paid much more than I was ever responsible and this company continues to have shady business practicesI will be turning this over to an attorney for breech of contract per PayPal ToAI am done trying to reason and afford them the opportunity to make the situation rightThey can't change their own rules when it benefits themI decline this and will be having our attorney complete all further communications Regards, [redacted]

I am rejecting this response because of telephone harrasment Regards, [redacted] ***

Dear [redacted] We have received the complaint regarding the above-referenced accountComenity Capital Bank issues SmileGeneration Financial credit accounts, and we are here to help answer account-related questionsYour complaintaddressed to the Revdex.com, was forwarded to my attention, and I appreciate the opportunity torespond to your concerns.In reviewing the complaint, the Bank understands that you had dental work financed on your account and youwere to be placed on an month deferred interest, payment required plan; however, your purchase was placedon a Budget payment plan of $You are requesting that the purchase be placed on the month deferredinterest, payment required plan and that any finance charge assessed to your account be creditedWe apologizefor any frustration or inconvenience this situation may have caused you.Our records indicate that on March 21, 2016, a purchase of $1,posted to your accountThis purchasewas placed on a Budget Pay of $planPlease be advised that we have reached out to Smile Generationregarding your claims and have been advised that your purchase should have been placed on the monthsdeferred interest payment planPlease be assured that we have moved your purchase from the Budget Payplan to the correct planIn addition, a total credit of $was issued to your account for the finance chargesthat were previously assessed to your account.We hope the information provided is helpfulShould you have any additional questions or concerns regardingthis letterplease contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I would be happy toassist you.Sincerely, Jenny W***

Dear Ms***:We received the complaint you sent to the Revdex.com of Central Ohio(Revdex.com) regarding Pay Pal CreditYour correspondence was forwarded to ComenityCapital BankThe PayPal Credit product is issued by Comenity Capital Bank andserviced by Bill Me Later, IncPayPal Credit is a payment option made available bymany merchants to their customers.You complaint states fraudulent transactions posted to your PayPal Credit account inAugust You notified PayPal Credit of these fraudulent transactions, and you laterreceived in ernail from PayPaD Credit informing your the investigation was found in yourfavor with credits issued to your accountYou also received a letter stating youraccount was blockedSubsequently, you noticed a transaction of $posted to youraccount, and you were advised by PayPal Credit that your fraud claim was denied,contrary to the email you received, Further, you state that you received an additionalemail notifying you that a transaction of $had posted to your account, althoughyour account was supposed to be closed, You would like these charges removed fromyour account.On August 25, 2015, you called PayPal Credit reporting fraudulent transactions on youraccountAt that time, PayPal Credit opened a fraud investigation and you were advisedthe investigation could take up to thirty days to be completedYou were also informedyour account would be temporarily suspended during this timeIn a letter mailed to youdated August 29, 2015, you were informed by PayPal Credit your fraud claim wasdenied because no suspicious activity was detected in connection with the transactions.Upon conclusion of the fraud investigation, PayPal Credit removed your account from asuspended status.Upon receipt of your complaint, PayPal Credit reached out to PayPal on your behalf andconfirmed you submitted a claim with PayPal on August 24, 2015, regarding fiveunauthorized transactions of $on your accountAt that time, PayPal contactedthe merchant regarding the transactions, and the merchant proactively issued five$refunds prior to the completion of Pay Pal's investigationPer PayPat's policy,when a merchant issues a credit prior to completion of an investigation, PayPal willresolve and close your claim in your favor, which you were informed of in five emailsfrom PayPal on August 28, These credits are reflected on your September 8,5, billing statement.Although PayPal Credit is a PayPal product, your PayPaI unauthorized transactionclaims were separate from your PayPal Credit fraud claim, because PayPal and PayPalCredit are separate entitiesPlease note, even though the merchant issued credits toyour account, PayPal found no indication of fraud.On September 25, 2015, you called PayPal Credit stating another unauthorizedtransaction of $posted to your accountBecause the representative thought youwere saying the unauthorized transaction was posted to your PayPal account, you weretransferred you to PayPal to address this unauthorized transaction and you submitted aclaim with PayPalOn October I, 2015, PayPal sent you an email stating, "[we'vecompleted our review of your account and found that your account is secure and hasnot been accessed by an unauthorized third partyAs a result, we've closed yourunauthorized transaction claim." Upon receipt of your complaint, PayPal Credit alsoreviewed this transaction for fraud and did not find any suspicious activity in connectionwith the transactionPlease note this transaction was made through PayPal usingPayPal Credit as the funding source.With the information currently in PayPal Credit's possession, there is no indication offraud in connection with your PayPal Credit accountAs of the date of this letter,PayPal Credit has not received your signed affidavit or any supporting documentationfor your claimIn arder for PayPal Credit to further investigate this matter, they ask thatyou provide additional documentation in support of your fraud claimThisdocumentation may include a police report filed in connection with the alleged fraud, aFederal Trade Commission affidavit available at www.ftc.gov, a complaint filed with theInternet Crime Complaint Center (http://www.ic3.gov), and/or any other similardocumentationYou may fax this documentation to ###-###-#### or mail it to thefollowing address:PayPal CreditAttn: Executive EscalationsP.OBox 5018Timonium, MD 21094Per your request, PayPal Credit closed your accountAs of the date of this letter, yourbalance is $with a minimum payment requirement of $due by December5, We hope this letter explains and resolves this matter.Sincerely,Laura C [redacted]

ear Ms. [redacted] Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Haband credit card. We are here to answer your questions and assist with your concerns. You state you returned all of the items... you purchased and your account balance should be zero. You also state that you received a statement with shipping and handling charges assessed to the account and due to these charges your account has assessed fees. You are requesting for your account to be credited to a zero balance. We sincerely apologize for any inconvenience or frustration this matter may have caused you. Please understand that Comenity Capital Bank and Haband are two separate entities. Comenity Capital Bank is responsible for addressing questions related to Haband credit card accounts, while Haband is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded. Additionally, if you use the provided Smart Label for the return, your account is billed $9.99 for the cost of the return shipping. In the interest of customer service, Haband has issued credits totaling $19.98 to remove the Smart Label fees, and shipping and handling charges, which were previously assessed. The Bank has issued additional credits totaling $90.33 to remove the late fees, finance charges, and remaining account balance. Please be assured, your account balance, as of today’s date, is zero. Notification was sent to the national credit-reporting agencies, regarding the Haband account, with instructions to remove the negative payment information from your credit bureau report. Please allow 45 days for this information to be updated in their records. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, Renee S***

As I stated before, my bank said the check should have cleared I will let my dentist know that Comenity uses devious business practices and they shouldn't recommend them to their customers Regards, [redacted]

Thank you for your complaint, addressed to the Revdex.com, regarding the above notedaccountComenity Capital Bank issues [redacted] Rewards Visa@ credit card accounts, andwe respond to all account-related questionsYour complaint was forwarded to my attention,and I appreciate this opportunity to assist you.Your complaint states that you applied for the [redacted] Reward Visa@ credit card, and attemptedto make a purchase using the temporary cardYou further indicate that the temporary card didnot populate, preventing you from making your purchaseAdditionally, you are requesting topurchase the block of rooms at the rate that was available at that time of the sale.We apologize for any inconvenience you may have experienced regarding this matterPleasebe advised, if the temporary card number did not populate during the time of application,Comenity Capital Bank would have been unable to provide you with the account number inorder to make your purchase.In the future, should you have any problems with your [redacted] Rewards Visa please contact ourCustomer Care Department at ###-###-#### so we may assist you with any concerns.Additionally, at this time Comenity Capital Bank is unable to replicate the rate that was availableat the time of your intended purchase.Should you have any questions or concerns regarding this letter, please feel free to contact meat ###-###-####, ext [redacted] (TDDTTTY ###-###-####)I would be happy to assist you

We received the correspondence you sent to the Revdex.com regardingPayPal CreditYour correspondence was forwarded to Comenity Capital BankThePayPal Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill MeLater, IncPayPal Credit is a payment option made available by many merchants to theircustomers.Your correspondence indicates fees totaling $were assessed to your account afteryou made a payment five days past the payment due dateYou state you never receivedan email regarding the amount due, and Customer Service would not waive your fees.You are requesting to have the fees waived.We reviewed the concerns noted in your correspondence and would like to provide youwith the following informationNo payments were received by PayPal Credit for theNovember billing cycleAs such, the account was assessed a $late fee.Additionally, the account was assessed a $minimum interest charge because thebalance was not paid in full by the payment due date.The Terms and Conditions state, in part, that any late payments will be subject to a latefee of up to $In addition, the Annual Percentage Rate (APR) for the account is19.99%, and if you are charged interest, the charge will be no less than $2.00.In response to your statement regarding not receiving an email about the past dueamount, according to PayPal Credit's records, all electronic statement notifications issuedto [redacted] @YAHOO.COM were delivered successfully and some were opened.Further, on October 28, 2016, PayPal Credit sent an email reminding you of your duepayment which was opened on October 29,2016.On November 9, 2016, you called PayPal Credit and requested to have the above referencedlate fee and interest charge waivedThe representative advised per PayPalCredit policy, only one late fee may be waived every twelve months for each customer,and the $late fee was waived per your requestAs your balance was already paidin full, your account was left with a credit balance of $25.00.On November 16, 2016, you called PayPal Credit again, and at your request, arepresentative closed your account and refunded your $credit balance via checkby postal mailAs of December 6, 2016, your account is closed with a zero balance.We hope this letter explains and resolves this matter.Sincerely, Jessica A

January 31, [redacted] RE: [redacted] *** Revdex.com Complaint ID: Dear [redacted] ***: Comenity Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Bank issues the [redacted] credit cardWe are here to answer your questions and assist with your concerns We understand your concerns regarding the late fees applied to your [redacted] account, and we sincerely apologize for any frustration or inconvenience this matter may have caused you After a thorough review, our records indicate the payment due date on your [redacted] account is the 28th of every monthPlease 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 Please be assured Comenity Bank processes conforming payments the same day they are received A mailed conforming payment is one that includes a personal check, money order, traveler’s check, or cashier’s check payable in U.SdollarsWrite your account number on the payment, include the remittance stub; but do not attach the payment to the stub, and do not include any additional correspondence Mail the payment in the remittance envelope provided with the statement Non-conforming payments are opened, dated and processed within five days of receipt Although there were no Bank errors, in the interest of customer service, we issued credits totaling $for the previously assessed fees A refund check should arrive to your home within business days for the amount of $ I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, [redacted] Tell us why here

We received your complaint, addressed to the Revdex.com, regarding the above-referenced account Comenity Capital Bank issues Overstock credit card accounts, and we are here to answer all of your account-related questions Your complaint was forwarded to my attention for review, and I appreciate this opportunity to assist you I understand your concerns surrounding your Overstock credit card account Your complaint states; you mailed a payment of $on Wednesday August 31, 2016, for the payment due on September 4, 2016, along with a written request to close your account You traveled the following month and did not receive your mail You found a bill in early November reflecting a remaining balance of $ You contacted us by phone and were told the payment was received on September 6, 2016, and that your account had been assessed two late fees You spoke with two representatives and the automated system which confirmed the payment was received on September 6, Both representatives offered to waive one of the two late feesYou then spoke to a supervisor who informed you the payment was received on September 9, You state this interaction became argumentative, that he told you he would call you back and terminated the callYou state the payment was due on Sunday, September 4, 2016, and you have no idea when the Bank received your payment, but you believe a delay in posting your payment has resulted in the late charges You have requested your account be closed, any fees waived, and your credit report fixed We apologize for any frustration or inconvenience this may have caused you.[WL1] We have reviewed the concerns in your correspondence as well as the applicable telephone conversations We apologize 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 this standard is not met.[WL2] A review of the interactions between you and the Bank representatives has concluded that the Information provided to you by the automated response system confirmed the receipt of your payment as September 9, The first associate you spoke with incorrectly agreed with the date of September 6, 2016, which you provided him An offer to waive one of the two late fees was made to you by all three individuals You rejected this offer with each person Please be assured that we will address our representatives for any incorrect information provided to you as well as any negative treatment you may have received Our records do not reflect a successful call back to you after your November 16, 2016, conversation Please be assured this will also be addressed Lastly records of the conversation indicate that the call was not terminated by the Bank representative Bank records show that a statement dated August 9, 2016, reflected your account balance of $with a minimum payment of $due by September 4, Bank records further show your payment of $posted to your account on September 9, [WL3]Please accept our apologies for the inaccurate confirmation provided by the first associate you spoke with citing an incorrect date of payment 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, as explained in the Credit Card Agreement Although the late fees and finance charges are valid, in the interest of customer service, a credit for $in late fees and $in finance charges has been applied to your account as a courtesy Because we have taken this step and credited the balance, [WL4]we also requested the day delinquency reported for December 2016, be removed from your credit bureau report Please be assured that the credit bureaus have been notified of the change This update may take up to days to reflect on your credit report However, please be advised any previous delinquency will not be removed.[WL5] Per your request, your account was closed as of December 20, [WL6] We regret losing you as a valued customer I hope the information I provided is helpful Should you have any further questions or concerns about the account, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I would be happy to assist you Sincerely, Bryan H [redacted] Consumer Relations Specialist