Comenity Capital Bank

I will not pay this bill until the paymetns I made were taken off my bill instead of adding them onto the billI have a lawyer and I will engage him! This has not been handled right.Shirley Twaddl

Dear [redacted] : Comenity Bank has received your correspondence regarding the above-referenced accounts Comenity Bank issues the EXPRESS, J.Crew, RediCard+® Visa®, ANN TAYLOR, WILLAMS SONOMA Visa®, SPORTSMAN’S GUIDE™ Visa®, GANDER MTN.® MasterCard®, TOTAL REWARDS® Visa®, Coldwater Creek® MasterCard®, Overton’s® MasterCard®, and the VICTORIA’S SECRET credit cards We are here to answer your questions and assist with your concerns We understand from your complaint that you contacted the Bank regarding the closure of your accounts You state the Account Protection representatives were unable to answer your questions regarding the account closures, although you provided the required documents to reopen the accounts I am happy to share my findings Bank records indicate on October 31, 2016, you were advised via telephone to send in additional documents; front and back copy of a government issued photo ID, front and back copy of signed social security card, and a copy of a current utility bill or bank statement with your name and address on it Until the documents were received, utility of the accounts was temporarily suspended Please be advised that although the documents were received, we continued to have security concerns and due to this reason, the above-referenced accounts were permanently closed on November 18, Letters were mailed to you providing you with this information Please be advised you are still required to pay any applicable balances on the accounts, per the Credit Card Agreements Please note, the Credit Card Agreement gives us the right to close an account at any time, for any reason We apologize for any inconvenience this matter has caused you I hope you found this information to be helpful If you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, [redacted]

Dear Mr [redacted] We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned account Comenity Capital Bank issues ZALES THE DIAMOND STORE® credit cards, and we are here to help with all account-related questions Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concernsWe understand from your complaint that you did not receive notification that your ZALES THE DIAMOND STORE® Credit Card would be managed by Comenity Capital Bank You had your account set up with autopay with the previous lender, and now your account has been reported late due to non-payment You also state that when you contacted Comenity Capital Bank you were told that your payment had been sent to the old bank and would be sent over You called back again and were advised that you were days late You attempted to set up another autopay, and you were advised that this could not be done You are requesting the fees be removed from your account, to be given an option to set up autopay, and for your credit report to be updatedWe would like to apologize for any inconvenience this matter may have caused youIn the interest of customer service, we have issued an additional credit to your account for $to remove the latest late fee and finance charges that were assessed to your account The original late fee of $was credited on February 18, As of the date of this letter, your account balance is $Our records indicate that the last payment was received on January 5, We have also contacted [redacted] in regards to the last payment received by them and have been advised that no further payments were received after January 5, 2016, and that any payments set up on autopay with [redacted] after January 21, 2016, would have been cancelledAt this time Comenity Capital Bank does not offer autopay for your ZALES THE DIAMOND STORE® Credit Card Please be advised, that if the option becomes available in the near future, you will be notified either via your monthly billing statement or Account Center For the time being, we suggest you contact your banking institution for autopay optionsPlease be assured that notification has been sent to the national credit-reporting agencies with instructions to delete the negative payment information reported, regarding the ZALES THE DIAMOND STORE® account Please allow the credit-reporting agencies days to update their recordsWe hope that you find this information helpful Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####) I will be happy to assist youSincerely, Ashley H***

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 Mr. [redacted] :We received the complaint you sent to the RevDex.com of Central Ohio(BBB) regarding PayPal Credit. Your correspondence was forwarded to ComenityCapital Bank. The PayPal Credit product is issued by Comenity Capital Bank andserviced by Bill Me Later, Inc. PayPal Credit is... a payment option made available bymany merchants to their customers.Your complaint states you found multiple hard inquiries on your credit report fromPayPal Credit. You were previously informed by PayPal Credit that hard inquiries wouldnot be performed, other than the initial credit check upon application. You would like allof the hard inquiries removed.PayPal Credit's records reflect your PayPal Credit account was opened on October 29,2011, through a link to a direct online application on eBay.com. In order for anapplication to process with PayPal Credit and an account to be opened, the consumermust provide their name, date of birth, last four digits of their social security number,and agree to and accept the electronically presented Terms and Conditions at the timeof application.Upon receipt of your complaint, PayPal Credit submitted your account for research andfound that on February 15, 2014, February 19, 2014, and December 1, 2014,applications were submitted in your name through PayPal Guest checkout. On eachdate, when the application was submitted, a credit check was performed and an inquiryis visible on your credit report. Please note the first line of the PayPal Credit Terms and Conditions provided to you during each application states, in part, "PayPal Credit is anopen-end credit plan offered by Comenity Capital Bank (the "Lender")." Thisimmediately informs a consumer they are applying for a credit product and not making atraditional PayPal purchase. Further, the PayPal Credit Terms and Conditions state, inpart, "By using PayPal Credit to complete a purchase, you apply for credit and agreeyou have read the Terms and Conditions, including the Agreement to Arbitrate, as well as the Privacy Policies; and authorize the Lender to review your credit report."PayPal Credit obtained a copy of your credit report when you first applied for yourPayPal Credit account on October 29, 2011. PayPal Credit performs occasionalreviews of your credit. These reviews are soft inquiries and are not visible to othercredit guarantors; soft inquiries do not impact your credit score. However, because yousubmitted multiple PayPal Credit applications, PayPal Credit treated each application asan attempt to create a new account. Therefore, three additional credit inquiries wereperformed. With the information found during each application attempt, PayPal Creditwas able to link the application to your existing account.As a courtesy, on July 27, 2015, PayPal Credit sent a request to Equifax to have thethree credit inquiries removed from your credit report. Please be advised this removalprocess can take up to thirty days for Equifax to complete. For future purchases and toavoid unnecessary credit inquiries, we recommend you log into PayPal and selectPayPal Credit to complete your purchase.We hope this letter explains and resolves this matter.Sincerely,Laura C [redacted]

Hello, An extension is need for this complaint, due to further researchThank you, [redacted]

Dear Ms [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-noted accountComenity Bank issues PINK credit card accounts, and we are here to answer account-related questionsThe complaint was forwarded to my attention, and I appreciate the opportunity to address your concerns.Your complaint states that you were told the account would not accrue finance charges by signing up for Account Assure, and after getting injured causing unemployment, the account started being charged for finance charges and late feesYou indicate that you never got any notices, calls, or emails; deciding to pay the debt, you called the Bank and set up paymentsYou set up payments every week for weeks beginning July 8, On July 5, 2016, your bank was overdrawn by $You called and was advised this would be investigated; if our mistake we would credit your bank account and you would hear from us within 1-business daysIn the process, you disputed the payment with your financial institution and they refunded you for the payment and fee; however, the next day, the Bank withdrew money from your account again, causing another overdraft and feeYou again called Comenity Bank and because the associate was not available to help you, you would hear back the following dayIt has been over a week and you have not heard from anyoneYou are requesting the Bank to clear the balance, stop calling you, and correct your credit report.We reached out to our third party vendor AON Integrated regarding the Account Assure enrollment and telephone conversationAfter review of the telephone call, there was no evidence to suggest that you were told finance charges would not be assessed to your account if enrolling into the program.The account is assessed finance charges each month if the statement balance is not paid in fullAs the balance was not paid in full, the account accrued monthly finance chargesAs the payments were not received for six billing periods, the account was also assessed late fees, which is explained in the Bank’s Credit Card Agreement.I reviewed the applicable telephone call and you spoke to our Recovery team on June 28, During this call, you agreed to make a payment arrangement that allowed you to set up payments for $weekly, with the first payment being scheduled for July 1, The additional payments you scheduled were for the following dates: July 8, July 15, July 22, July 29, August 5, August 12, August 19, August 26, September 2, and the last payment of $for September 9.On July 5, 2016, you contacted the Bank to dispute the payment date for July 1, After researching the payment dispute, a Bank associate attempted to contact you by telephone on July 11, 2016, and had to leave a messageAs such, you were sent a letter on July 11, 2016.As the payment arrangement was authorized by you, the Bank is unwilling to credit the balance or refund any fees that may be assessedIf you wish to stop the future payments scheduled, as you did not indicate this in your complaint, please call our Recovery team.As of today’s date, the account balance is $However, please keep in mind if you disputed the previous payment(s) with your Bank and they are reversing them on your behalf, these payment(s) would be returned to Comenity Bank and debited back to the account balance, which will reflect on the account within the next days.Additionally, per your request, a “cease and desist” status has been placed on your accountThis cease and desist request will stop all future collection callsYou will continue to receive legal communications as permitted by lawYour 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 BankPO Box 182273Columbus, OH 43218-2273We apologize for the inconvenience you may have been causedIf you have any further questions or concerns, please contact our Recovery team at the number providedThey will be happy to assist you.Sincerely,Shawnda Y***

Attached is the report from my credit monitoring bank for your reference.How is it possible that your system does not have a report made and I see it[redacted] ***

Dear Ms. [redacted] We received your complaint, addressed to the RevDex.com, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I... appreciate the opportunity to assist you. We understand from the complaint that you were making a purchase using your HSN credit card and the transaction declined. When you went online to the Account Center website your balance was $1,666.15 and your credit limit is $1,700.00; therefore you believe you should have had an available credit of $33.84. You further state that you called in to the Customer Service line and spoke with a representative who sated your available credit was -$32.00 because you made a $60.00 purchase, which you state is not true. We understand your concerns, and sincerely apologize for any inconvenience this matter may have caused you. We have reviewed the issues 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. After a thorough investigation our records indicate on April 18, 2016, you had a balance of $1,666.15 with an available credit of -$32.00. The negative credit balance was due to a pending transaction of $67.88 that was processed on April 01, 2016. Please understand when a transaction is pending it will take away from the available credit, once the transaction posts to the account at that time it will reflect on the total balance. Upon review the transaction for $67.88 that was processed on April 10, 2016. Please understand when a transaction is pending it will take away from the available credit; once the transaction posts to the account at that time it will reflect on the total balance. Upon review the transaction for $67.86 was not applied to the account and the available credit was restored. As of today’s date, the balance on the above-referenced HSN credit card account is $1,692.39 with an available credit of $10.00. We value you as a customer, and hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley R***

Consumer contacted Revdex.com stating received refund of $and considers issue resolved

On March 17th (Friday 9:a rep called me, I was in the middle of looking for a repairman, when this call interupted with an incoming call it was Carrie with Comenity Bank, They were unable to provide me with any proof such as billing statements etcNothing!!! then - I was pressured into paying Late ChargesI never received any proof, just that I owed all this in late fees, and since then, I've already returned the items (too big?) I expect that I will be compinsated Every time I called about this the amount changes, if this isn't some kind of bank fraud then what is? Its not my fault they never sent one.***

Dear Ms [redacted] We received the complaint you sent to the Revdex.com (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.It is PayPal Credit's understanding that your complaint is regarding your Wyndhamtimeshare purchaseYou state you were enrolled in PayPal Credit without yourauthorizationYou contacted Wyndham to cancel the purchase and are requesting arefund.PayPal Credit's records reflect your PayPal Credit account was opened on March 25,2016, with a purchase of $12,to fund the down payment of a timeshare with [redacted] (***)In order for a PayPal Credit purchase with [redacted] topost to a PayPal Credit account, the consumer must receive and read the Terms andConditions and initial and execute the "Acknowledgment of Application for and Use of aPayPal Credit Account" (Acknowledgment)PayPal Credit's records show you initialedand executed the Acknowledgment on March 25, As such, you agreed to thefollowing statement, "I acknowledge that I have received the Terms and Conditions of thePayPal Credit Payment System document and I understand and agree to all the termscontained in the document." A copy of the Acknowledgment is enclosed for your records.Pursuant to the Acknowledgment, you also agreed to the following statement: "Iunderstand that my PayPal Credit account is an open-end credit plan issued by ComenityCapital Bank, [and] that neither PayPal Credit, nor Comenity Capital Bank is affiliated with [redacted] and its timeshare product." Thus, you were notified that neither PayPal Credit norComenity Capital Bank were a party to the contract you executed with ***As such,neither PayPal Credit nor Comenity Capital Bank has the authority to issue a credit toyour timeshare or cancel your contract with ***Further, this document states, "Iunderstand that I have applied for and agreed to utilize a PayPal Credit Open-end CreditPlan (PayPal Credit account) for the payment of a portion or all of the down paymentrequired for my [redacted] (**) purchase."Please note that Comenity Capital Bank issues credit and PayPal Credit servicesaccounts in compliance with all applicable federal laws and regulationsAll creditdecisions involving PayPal Credit accounts are rendered by a non-judgmental, automatedcredit under**iting systemTo that end, Comenity Capital Bank has taken great care toensure that all credit decisions involving PayPal Credit accounts are based purely onlegally compliant, non-discriminatory criteriaFurther, since PayPal Credit and ComenityCapital Bank are not parties to the contract you executed with [redacted] , neither entity wasphysically present at the time you executed your contract with [redacted] Therefore, ComenityCapital Bank is unaware of any facts or circumstances concerning the presentationrelated to your [redacted] purchase.On May 10, 2016, and May 19, 2016, PayPal Credit received your correspondencesdisputing your purchase of $12,from [redacted] Your disputes were submitted to ***for review in order to confirm whether the purchase was validIn response, [redacted] informedPayPal Credit you made a valid purchase on March 25, 2016; you signed theAcknowledgment; your contract was active; and no credit will be issued to your account.On May 16,2016, and May 19,2016, PayPal Credit sent you correspondence noting thatyour disputes were denied and you remain responsible for your account balance.Upon receipt of your complaint, your account was referred for investigation and onJune 29, 2016, correspondence was sent to you stating your fraud claim was denied.Based on the information in our possession, there is no indication of fraud in connectionwith your accountThis letter also requested supporting documentation and included aDenial of Fraud Affidavit.In order for PayPal Credit to further investigate the allegation of fraud, please provideadditional documentationThis documentation may include a police report filed inconnection with the alleged fraud, a Federal Trade Commission (FTC) affidavit availableat www.ftc.gov, a complaint filed with the Internet Crime Complaint Center(http://www.ic3.gov), and/or any other similar documentationYou may fax thisdocumentation to ######or mail it to the following address: PayPal Credit Attn: Executive Escalations P.OBox Timonium, MD 21094Upon receipt of this documentation, PayPal Credit will research your fraud claim again.Until that time, you remain responsible for the balance on your account.To cancel your [redacted] contract or to request a credit to your account, please contact ***directly at ###-###-####.As of June 29, 2016, your account is closed with a balance of $12,979.00.We hope this letter explains this matter.Sincerely,Jessica A [redacted]

As mentioned with prior correspondance, I never received a letter from this company. If they could kindly submit a copy via e-mail or resend via postal service with verified delivery I would be more than happy to provide a copy. Unfortunately I cannot provide that which I never received.

I reviewed the response made by the business in reference to complaint ID [redacted] , and appreciate that Comenity Bank has responded so quickly that they will look into this matter Currently, I am find their response satisfactory I have attached the letter I mailed to the bank this morning

Dear [redacted] Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced accountComenity Capital Bank issues Overstock Store credit cardsWe are here to answer your questions and assist with your concerns We understand from your complaint that you have contacted the Bank regarding a problem you have experienced with the automated phone payment systemYou state that the system is continually charging late fees of $to your accountYou also state that you paid your bill on March 4th within the allotted time frameYou are requesting to have the late fee removed immediatelyWe apologize for the inconvenience this matter may have caused you Please be advised, that payments must be made by the payment due date and before 6:p.mEastern Time (ET), if payments are being mailedIf your payment is being made online or by phone, payments must be made by 8:p.mETFor additional information regarding cut off times, please refer to page two of your billing statements The account billed on January 9, 2017, with a balance of $83.15, with a $minimum payment due by February 4, The required minimum payment was not received by the due date; therefore, a late fee and finance charge were assessed to your account as explained in the Credit Card Agreement The Bank has no record of any access to our phone payment system on February 4, 2017; however, our records do indicate that your payment was processed by phone on February 5, 2017, one day after your payment due date The account billed on February 6, 2017, with a balance of $85.15, with a $minimum payment due by March 4, The required minimum payment was processed after the payment cut off time of 8:p.mET; therefore, a late fee and finance charge were assessed to your account The Bank is willing to remove one late fee in an eighteen month time period, as a courtesyOur records indicate that a late fee credit in the amount of $was issued to your account on February 14, Unfortunately, the Bank is unwilling to make any additional adjustments to your account for the late fee assessed on March 4, Regarding payment cut off times, please understand the Bank offers multiple ways to make a payment by the cut off time Online: Online payments submitted before 8:p.mET can be credited to your account the same-dayOnline payments submitted after 8:p.mET will be credited the following day (or on your future scheduled payment date)Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your Overstock Store account Mail: Send your payment and payment coupon in the envelope that came with your billing statementWe recommend allowing a week for the payment to arriveIf you’re a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible Phone: If you need to make a same-day payment, you may call us at the phone number on the back of your billing statement before 8:p.mET to speak to a customer care representativeA fee may apply to same-day, expedited payments made with the representative The above information and more can be found by visiting: http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenter 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***

I purchased $1300 from frontgate in august, 2019 with 12 months
no interest, when I received the first statement I sent in the balance in full 7 days before the schedule due date 9/5/2019.
When I received my statement there as a $27.00 late charge and $27.56 interest charge because the pant was posted on 9/6. I spoke with customer service and they said they could refund the charges for one time. This month I received a statement showing I had a $12.00 previous balance, plus $1.00 minimum finance charge, plus $27.00 late charge. Again I called the bank and their response was I agreed to a partial late charge refund of the late charge and I still owed $12.00 from the late charge from previous month. The check was mailed within the state of texas but they said they arent responsible for the mail delivery. They claim I agreed to a partial refund of the late charge and they had it on a recording but I wasn't allowed to hear it. Looks like poor customer service.

Attached is a letter from Comenity Capital Bank Customer Service Team,my response and a copy of the page of the item in question.Thank you so very much for interceding for me, I really need your help onthis as you can see by the type of response that I received from this Bank.I for when I hear back from them I will provide you With the copies._Thank you so very much[redacted]

Dear [redacted] We received the complaint regarding the above-referenced account. Comenity Capital Bankissues Smile Generation® Financial credit accounts, and we respond to all account-relatedinquiries. Your complaint, addressed to the RevDex.com, was forwarded to myattention, and I... appreciate the opportunity to assist you.Your complaint states that you made a purchase for $1,715.00 on May 7, 2015. This purchasewas to be placed on a 12 month deferred interest promotional plan; however, it was not. As aresult, monthly finance charges were assessed to your account. You further state that you havesince paid the balance in full and are requesting a refund for the finance charges that werepreviously assessed to your account. I understand your concerns and apologize for anyconfusion or inconvenience this may have caused you.We have reviewed the account, and our records indicate that the Bank previously responded tothis complaint on March 22, 2016. Please be advised that in that response, we advised you thata total credit of $88.50 was issued to your account for the finance charges that were previouslyassessed to your account. Further review of the account indicates a finance charge of $21.92was not credited. We apologize for this oversight. Please be assured, the additional $21.92 hasbeen credited to your account. A refund check for all interest charges will be mailed to you.The check should arrive in the next 7-10 days.We hope this information is helpful. Should 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.Sincerely,Jenny W***

[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 11962412, and find the resolution is satisfactory to me Regards, [redacted]

Dear Mr***:We received the complaint you sent to the Revdex.com of Central Ohio (Revdex.com) regarding Jewelry Television Preferred accountsYour correspondence was forwarded to Comenity Capital BankJewelry Television Preferred Account (JTV Preferred) is a product issued by Comenity Capital Bank (Bank), serviced by Bill Me Later, Inc., and powered by PayPal CreditJTF Preferred is a payment option made available by Jewelry Television (JTV) to their customers.Your complaint states you have never had an account and your email address is validYou state you believe this is a scam to open an unwanted account.JTV Preferred’s records reflect a JTV Preferred account was opened in your name on April 20, 2016, with a telephone purchase of $through JTV, with JTV Preferred selected as the payment methodIn order for an application to process with JTV Preferred and an account to be opened, the applicant must provide a name, date of birth, billing address, phone number, and the last four digits of a social security number.Upon receipt of your complaint, the above-referenced account was investigated and confirmed fraudulentAs a result, the account was closedOn June 11, 2016, JTF Preferred sent a request to Equifax Credit Information Services to have the credit inquiry removed from your credit reportPlease be advised, this removal process can take up to forty-five days for Equifax to complete.On June 13, 2016, JTV Preferred sent you a letter informing you of the outcome of the investigation, along with an Affidavit of Fraud; please complete and return this Affidavit at your earliest conveniencePlease note that you are not responsible for the fraudulent account or the related chargesJTV Preferred has also noted your personal information in our system to prevent a JTV Preferred account from being opened in your name in the future.JTV Preferred has no record of receiving any prior correspondence from youPlease note, the letter you included with your complaint, dated June 5, 2016, is addressed to our payment cent in Atlanta, GeorgiaTo ensure correspondence is received and processed in a timely manner, please ensure any future correspondence is sent to P.OBox 5018, Timonium, Maryland 21094.Following are some steps that we suggest you consider taking immediately to prevent future fraudulent activity.You have the right to place a fraud alert on your credit reportsA fraud alert tells creditors to contact you before they open any new accounts or change your existing accountsTo do this, you can contact any one of the consumer reporting companies mentioned belowIf you contact any one of the, the one you contact is required to contact the other two, to place an alert on their files as well.Experian (TRW) Equifax Options TransUnion Corp.P.OBox P.OBox P.OBox 6790Allen, TX Atlanta, GA Fullerton, CA 92834(888)397- (800)525- (800)680-7289www.experian.com www.equifax.com www.transunion.com Identity theft is a crimeYou can file a report with you local police or the police in the community where the crime took placeWe recommend you obtain a copy in order to protect your rights You can go to the Federal Trade Commission website on identity theft at www.identitytheft.gov/ This website contains important information and refers to resources that could be helpful in dealing with your situationShould you require additional information relating to the account, you may submit a written request to the following address, along with a copy of your current government issued photo identification: JTV Preferred Accounts Attn: Customer Security Operations P.OBox Timonium, MD We hope this letter explains and resolves this matterSincerely, Jessica A [redacted]