- I spoke with Comenity on the phone the day that I submitted this complaint At the time, I was told that my account was no longer in dispute and that I would receive my refund within 20-days My account still shows a credit of $550.09.----- If I am not owed the $550.09, as I originally thought, then Comenity at the very least should refund me the extra finance charges that I paid offI also would like to see my July statement.-- There was no mail order sale on August and no credit of that charge on August 10, on my account (see the attached excel document).-- The attached excel document and screenshots of my credit card activity shows that I was charged twice for the $order on the same day of March 17, - which is not what Geanine M [redacted] stated in her letter to this complaint.-- I now can no longer access my July statement online on the Comenity website Every other statement is available between March and August except for July.The letter from Comenity does not accurately reflect the activity on my account The business charged me finance charges on the double charge until July 26, when the $credit was issued.This has been an unnecessary nightmare dealing with Comenity and the company's unsavory business practices The falsified details of my account in Geanine's letter is reflective of those practices.Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meRegards, [redacted]
Dear [redacted] Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced accountComenity Bank issues the Samuels credit card accountWe are here to answer your questions and assist with your concerns I understand from your correspondence that you were told that you could pay the past due amount from February 2017; at the end of the month in order to bring your accounts current, and process a request for a change of due dateWhen you called in the next day to confirm the arrangement, the supervisor you spoke with did not see this arrangement on your accountYou are requesting that the arrangement be kept, and the recent late fees be removed from your account as well as your husband [redacted] ***’ account, and your due date be moved to the last day of the month or the beginning of the new month I have reviewed the issues in your complaint as well as the applicable telephone conversation on February 13, 2017, when the new payment arrangement was agreed upon I do apologize for any frustration or inconvenience this may have caused you When you spoke with the Bank representative on February 13, 2017; the representative agreed that she would remove the payment due for February 19, 2017; in order for you to make the payment end of the month, beginning of March, in order to cover your March 19, payment due dateThis arrangement was agreed upon in order to bring your account current and keep you a month ahead on your payments as your account was not eligible to have the due date changed When the Bank representative made the changes to your accounts it appears the details of the arrangement were only captured on your husbands accountThis is the reason when you called to confirm the payment arrangement, the supervisor did not see the notes on your account Please be assured we issued credits totaling $on March 14, Additionally, I have updated your accounts to remove the delinquency for February 2017; and notification has been sent to the national credit reporting agenciesPlease allow calendar days for the update to be made I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Kristina W***
thank you for your help Revdex.comcan you please have someone from their team contact me to pay the balance of $and to close my account and credit cardI no longer wish to deal with their customer service since they were unable to help in the first place or provide me any info/dataI will no longer be a comenity bank or pottery barn customer Regards, [redacted] ***
Dear [redacted] :We received your additional complaint regarding the above-referenced accountComenityCapital Bank previously issued American Laser Skincare credit accounts, and we are here tohelp with your account-related questionsYour complaint, addressed to the Better BusinessBureau, was forwarded to my attention, and I appreciate the opportunity to respond to yourconcerns.We understand your frustration because American Laser Skincare went out of business and youare not able to pursue obtaining services; however, we are only able to help you with yourAmerican Laser Skincare credit card account.We are also in receipt of your correspondence, submitted previously, regarding this samematterI have enclosed our previous response for your recordsAfter reviewing your account, our records indicate that when we received your initial disputeyour account received provisional credits for the disputed amountsPlease understand, oursystem initially credits the full amount of the disputed charge as a temporary credit until ourinvestigation comes to a conclusionOnce the investigation is completed, the provisional creditwill either remain on the account, or if the customer is responsible for the charge, the disputedamount is added back to the accountIn your situation, only the remaining balance wascredited to your accountThe law provides the only amount the Bank is responsible to credit iswhatever is left unpaid on the account at the time of the complaint.We apologize for the inconvenience you have experienced with the closing of American LaserSkincare; however, the Bank provided you with a credit of $702.00, which is the amount we areobligated to provided you under the law.Should you have any additional questions or concerns, please contact me at ###-###-####,ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Jenny W [redacted]
Commenity Bank has yet to post charges of what was purchased, what was returned, and payments madeThey have NO idea why they showed a balance due, when HSN shows my account was paid and up to date Also, I never agreed to allow my husband [redacted] to purchase anything on my accountHe did purchase a computer for me for Christmas, but has a different number for his bank card and it also shows his account was paid in full Commenity Bank refuses to give a detailed list of charges, purchases, refunds, and payments which would show a difference in what I feel I owed themThe account was paid in full, ONLY to make sure they did not destroy my good credit rating Regards, [redacted]
We received your complaint, addressed to the Revdex.com, regarding the account referenced above Comenity Bank issues the roomplace® credit card accounts, and we respond to account-related questions Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns We understand from your complaint that you have documentation from the roomplace that a credit was issued to your account and you have contacted the Bank and have not been able to receive any assistance regarding this matter You are requesting that you receive the credit you were promised from the roomplace regarding damage property that was picked up from your home a month ago We apologize for the inconvenience you have experienced due to this situation Please be advised that a credit of $was applied to your account on September 16, An additional credit of $was applied to your account on October 19, With these adjustments you have a credit balance of $ A refund check has been requested, and should be received within days We hope this information is 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 you Sincerely, Ashley H [redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions and assist with your concerns.The Bank received your complaint, and you state that you made a payment in January 2017; however, you realized the payment had not been debited from your bank accountTherefore, you contacted the Bank and were advised that there was a system error at the Bank, which caused payments to be returnedYou further state that the representative you spoke with advised you that a credit for the late fee, the return payment fee, and finance charge would be issued to your accountIn addition, the payment for that month would be waived; however, that payment was not waivedTherefore, you received phone calls regarding your account being past dueYou are requesting that the Bank waive the payment as promisedWe understand your concerns, and apologize for any frustration this matter may have caused you.Our records indicate that on January 25, 2017, you scheduled an online payment of $80.00; however, on February 2, 2017, the Bank received notification that the banking information was invalid; therefore, the payment was returnedPlease be advised that the return payment fee and finance charge were credited to your account on February 3, 2017.Furthermore, the Bank has waived the previous payment due of $Please be assured that this has not negatively affected your credit report.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W***
Dear [redacted] We received your complaint regarding the above-referenced accountComenity Capital Bankpreviously issued American Laser Skincare credit accounts, and we are here to help with youraccount-related questionsYour complaint addressed to the Revdex.com, was forwardedto my attention, and I appreciate the opportunity to respond to your concerns.We understand your frustration because American Laser Skincare went out of business and your notable to pursue obtaining services; however, we are only able to help your with your American LaserSkincare credit card account.We resolved the dispute in accordance with the dispute provisions of the credit card agreement,which are also outlined in the Billing Rights Summary contained in the monthly billing statements.Specifically, we refer your client to the following section (emphasis added):What To Do If You Think You Find A Mistake On Your StatementIf you think there is an error on your statement, write to us at: Comenity Capital Bank, PO Box182620, Columbus, Ohio 43218-In your letter, give us the following information:Account information: Your name and account numberDollar amount: The dollar amount of the suspected errorDescription of Problem: If you think there is an error on your bill, describe what you believe is wrongand why you believe it is a mistakeYou must contact us within days after the error appeared on your statementYou mustnotify us of any potential errors in writingYou may call us, but if you do we are not required toinvestigate any potential errors and you may have to pay the amount in question.While we investigate whether or not there has been an error, the following are true:We cannot try to collect the amount in question, or report you as delinquent on that amount.The charge in question may remain on your statement, and we may continue to charge you intereston that amountBut, if we determine that we made a mistake, you will not have to pay the amount inquestion or any interest or other fees related to that amount.While you do not have to pay the amount in question, you are responsible for the remainder of thebalance.We can apply any unpaid amount against your credit limit.Your Rights If You Are Dissatisfied With Your Credit Card PurchasesIf you are dissatisfied with the goods or services that you have purchased with your credit card, andyou have tried in good faith to correct the problem with the merchant, you may have the right not topay the remaining amount due on the purchaseTo use this right, all of the following must be true:The purchase must have been made in your home state or within miles of your current mailingaddress, and the purchase price must have been more than $(Note: Neither of these isnecessary if your purchase was based on an advertisement we mailed to you, or if we own thecompany that sold you the goods or services.)You must have used your credit card for the purchasePurchases made with cash advances from anATM or with a check that accesses your credit card account do not qualify.You must not yet have fully paid for the purchase.What this means for you is, if the dispute was submitted more than days after the first billingstatement on which the disputed charge appeared and she has not yet fully paid for the purchase,the maximum amount eligible for a credit is the balance on the account at the time of the dispute.However, if the amount that you disputed or the prorated amount for the services not received is lessthan your balance, then you will receive that lesser amountPlease be advised that based on theinformation you have provided to the Bank, a total credit of $3,was issued to your account fortreatments that were not received and you are responsible for the remaining balance of $590.00, forservices that were provided.We apologize for any inconvenience this matter may have caused your clientShould you or yourclient have any additional questions or concerns, please contact me at ###-###-####, ext(TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Jenny W***
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Boston Store credit card accountsWe are here to answeryour questions and assist with your concerns.In your correspondence you state you paid your account off and closed it, and now you arereceiving phone calls stating your account is past dueYou were advised no fees could be waivedsince they account is closedYou asked that your account be reopened so the fees could bewaived, and this request was declinedYou are again requesting the fees waived.We have reviewed the concerns in your correspondence and would like to share our findingsThedue date on your account is the 18th of the monthBank records indicate a statement was issuedon July 23, 2017, indicating a balance of $with a minimum payment of $due by August18, A payment of $was received on August 19, Since the payment wasreceived after the due date, a late fee was assessed to the account.Please keep in mind that when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee, as explainedin the Credit Card AgreementBecause this requirement was not met, the late fees are valid andwe are unwilling to credit any additional late fees at this time.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Alyson FCompliance Dept– Consumer Responses
They are lyingThe full amount due was paid in the first, they didn't take it out until the second which is not my faultThat's why the late fees are fraudulentIf they decide not to take my payment out the day I pay it that is on them and not me Regards, [redacted]
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions and assist with your concerns.The Bank received your complaint, and you state that you made a return on September 9, 2016; however, you have not received a credit for your returnsYou further state that you have mailed the confirmation number for the return to Victoria’s Secret and still have not received return creditAs a result of the return credit not posting to your account, the Bank has assessed fees to your accountYou are requesting that the Bank settle the account and bring the balance to zero for the inconvenience you have experienced regarding this matter.We understand your concerns, and apologize for any frustration this matter may have caused you.Our records indicate that a statement was issued on September 11, 2016, indicating a balance of $and a minimum payment of $due by October 7, 2016.Please be advised that the Bank does not show that a return credit posted to your account on September 9, However, a return credits of $and $posted to your account on September 29, 2016.Bank records further indicate that on October 12, 2016, a statement was issued indicating a balance of $with a minimum payment of $due by November 7, Please be advised that the Bank did not receive any payments for the months of: November 2016, December 2016, January 2017, and February 2017;as a result late fees and finance charges were assessed to your account for those months.Please understand that Comenity Bank and Victoria’s Secret are separate entitiesComenity Bank issues and responds to questions regarding the Victoria’s Secret Angel credit card accountWhile Victoria’s Secret responds to questions regarding merchandise, purchases, returns, and shippingWe suggest you contact Victoria’s Secret directly regarding your return.Comenity Bank did not find any billing errors with the account and we find the balance to be valid; therefore, the balance will not be waived.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Compliance Dept– Consumer Responses
Dear [redacted] ***We received your additional complaint, addressed to the Revdex.com, regarding a Stagecredit card accountCornenity Bank issues Stage credit cards, and we respond to all account-relatedquestions and concernsYour complaint was forwarded to my attention, and I appreciate the opportunityto assist you.Our records indicate that the situation referenced in your correspondence has been investigated and aresponse has been previously issued on June 2, 5, explaining our findings and resolutionPlease beadvised, Cornenity Bank positions remains unchangedWe have enclosed a copy of our previousresponse for your records.We apologize far any frustration or inconvenience you may have experienced regarding this matter.Should you have any further questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely, [redacted] Consumer Relations Specialist
Dear [redacted] We received your complaint, sent to the Revdex.com, regarding the above-referenced accountComenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questionsI appreciate the opportunity to assist you.Your complaint states that the Victoria’s Secret/PINK account was placed on a fraud hold although you have provided your personal information, by phone, on multiple occasionsYou also state that you will not send in the personal information, such as the front/back of your driver’s license, social security card, or utility bill, as someone may be able to copy and use the information.We reviewed your account and we apologize for any frustration or inconvenience this matter has caused you.Comenity Bank received notice from the Loss Prevention team at Victoria’s Secret regarding information that is consistent with suspicious activityAs such, Comenity Bank blocked the account on June 19, 2015, to deter your account from being used fraudulently.It is not the Bank’s intention to cause a customer a hardshipIt is the Bank’s responsibility to protect the customer’s privacy of information and account from possible fraudulent activityAs such, in order to remove the block and establish account utility, we must receive a copy of your driver’s license, social security card, and a current utility bill.I have spoken to our Account Protection management team, and they are willing to have you scan and email the information for a faster response than normal, which by mail, can take up to daysIf you would like to take advantage of this, you can email the information to the attention of Abby Kritikos-Account Protection Manager at [email protected] be advised that without receiving this information, Comenity Bank is unable to remove the block from your account.You are a valued customer and we hope this information is helpfulShould you have any further questions or concerns, please contact the Account Protection team; toll free, at ###-###-#### (TDD/TTY ###-###-####)They will be happy to assist you.Sincerely, [redacted] ***Consumer Relations Specialist
In response to the letter that Comenity sentI have to say that I understand that they have to investigate I don’t agree with there days policyI have waited long enough for this and I’m being charged very high interest on this accountI expect for them to try to resolve this matter as soon as possible being that they have all the information for a very long time
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meMy husband and I believe that this resolution has only come about because of your intervention We thank you! Regards, [redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced accounts.Comenity Bank issues the Victoria's Secret Angel, BrylaneHome, and RUNWAYREWARDS creditcardsWe are here to answer your questions and assist with your concerns.In your correspondence, you state the Bank froze all three of your accounts when you missed onepayment on your RUNWAYREWARDS credit cardYou called and asked why all of your accountswere frozen, and were told you had to make three months of consecutive payments to have the cardsreinstatedYou state that is not possible, due to the balances on your accountsYou also state theBank is not reporting your accounts correctly, and the Bank’s customer service is lackingYou wouldlike all of your accounts reinstated and reported correctly on your credit bureau report.We have reviewed the concerns in your correspondence, as well as the applicable telephoneconversationsOur records indicate you contacted the Bank on July 24, 2017, and were advised thepayments were returned on all three accounts due to insufficient funds, and you would have to waitdays to use your accountsHowever, due to previous payment history, your BrylaneHome andVictoria’s Secret Angel accounts are now available for use.We understand your concern regarding your credit reportWe have verified we are reporting theaccount correctly to the credit reporting agencies as we are required by law.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####
None of the following answered why I am not receiving my billing statements online, phone or even thought mailHow am I suppose to pay a bill when I haven't reicieved if [redacted] is an active email address and I still used hat emailI do not want to do online statementsI want to state reviewing my bill in a paper statement unless they can send me the statement in both ways to ensure I am receiving my monthly statementWhich is what we all wantI have been a loyal Victoria secret card holder this past year I have been having non stop trouble with receiving billing statements or getting into my accountI have contacted Victoria secret on three or four different times about the billing system not workingPlease makes the proper corrections Regards, [redacted]
- I spoke with Comenity on the phone the day that I submitted this complaint At the time, I was told that my account was no longer in dispute and that I would receive my refund within 20-days My account still shows a credit of $550.09.----- If I am not owed the $550.09, as I originally thought, then Comenity at the very least should refund me the extra finance charges that I paid offI also would like to see my July statement.-- There was no mail order sale on August and no credit of that charge on August 10, on my account (see the attached excel document).-- The attached excel document and screenshots of my credit card activity shows that I was charged twice for the $order on the same day of March 17, - which is not what Geanine M [redacted] stated in her letter to this complaint.-- I now can no longer access my July statement online on the Comenity website Every other statement is available between March and August except for July.The letter from Comenity does not accurately reflect the activity on my account The business charged me finance charges on the double charge until July 26, when the $credit was issued.This has been an unnecessary nightmare dealing with Comenity and the company's unsavory business practices The falsified details of my account in Geanine's letter is reflective of those practices.Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meRegards, [redacted]
Dear [redacted] Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced accountComenity Bank issues the Samuels credit card accountWe are here to answer your questions and assist with your concerns I understand from your correspondence that you were told that you could pay the past due amount from February 2017; at the end of the month in order to bring your accounts current, and process a request for a change of due dateWhen you called in the next day to confirm the arrangement, the supervisor you spoke with did not see this arrangement on your accountYou are requesting that the arrangement be kept, and the recent late fees be removed from your account as well as your husband [redacted] ***’ account, and your due date be moved to the last day of the month or the beginning of the new month I have reviewed the issues in your complaint as well as the applicable telephone conversation on February 13, 2017, when the new payment arrangement was agreed upon I do apologize for any frustration or inconvenience this may have caused you When you spoke with the Bank representative on February 13, 2017; the representative agreed that she would remove the payment due for February 19, 2017; in order for you to make the payment end of the month, beginning of March, in order to cover your March 19, payment due dateThis arrangement was agreed upon in order to bring your account current and keep you a month ahead on your payments as your account was not eligible to have the due date changed When the Bank representative made the changes to your accounts it appears the details of the arrangement were only captured on your husbands accountThis is the reason when you called to confirm the payment arrangement, the supervisor did not see the notes on your account Please be assured we issued credits totaling $on March 14, Additionally, I have updated your accounts to remove the delinquency for February 2017; and notification has been sent to the national credit reporting agenciesPlease allow calendar days for the update to be made I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-#### Sincerely, Kristina W***
thank you for your help Revdex.comcan you please have someone from their team contact me to pay the balance of $and to close my account and credit cardI no longer wish to deal with their customer service since they were unable to help in the first place or provide me any info/dataI will no longer be a comenity bank or pottery barn customer Regards, [redacted] ***
Dear [redacted] :We received your additional complaint regarding the above-referenced accountComenityCapital Bank previously issued American Laser Skincare credit accounts, and we are here tohelp with your account-related questionsYour complaint, addressed to the Better BusinessBureau, was forwarded to my attention, and I appreciate the opportunity to respond to yourconcerns.We understand your frustration because American Laser Skincare went out of business and youare not able to pursue obtaining services; however, we are only able to help you with yourAmerican Laser Skincare credit card account.We are also in receipt of your correspondence, submitted previously, regarding this samematterI have enclosed our previous response for your recordsAfter reviewing your account, our records indicate that when we received your initial disputeyour account received provisional credits for the disputed amountsPlease understand, oursystem initially credits the full amount of the disputed charge as a temporary credit until ourinvestigation comes to a conclusionOnce the investigation is completed, the provisional creditwill either remain on the account, or if the customer is responsible for the charge, the disputedamount is added back to the accountIn your situation, only the remaining balance wascredited to your accountThe law provides the only amount the Bank is responsible to credit iswhatever is left unpaid on the account at the time of the complaint.We apologize for the inconvenience you have experienced with the closing of American LaserSkincare; however, the Bank provided you with a credit of $702.00, which is the amount we areobligated to provided you under the law.Should you have any additional questions or concerns, please contact me at ###-###-####,ext [redacted] (TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Jenny W [redacted]
Commenity Bank has yet to post charges of what was purchased, what was returned, and payments madeThey have NO idea why they showed a balance due, when HSN shows my account was paid and up to date Also, I never agreed to allow my husband [redacted] to purchase anything on my accountHe did purchase a computer for me for Christmas, but has a different number for his bank card and it also shows his account was paid in full Commenity Bank refuses to give a detailed list of charges, purchases, refunds, and payments which would show a difference in what I feel I owed themThe account was paid in full, ONLY to make sure they did not destroy my good credit rating Regards, [redacted]
I wish to inform you that this complaint has been resolved Please close the case.thanks, [redacted]
We received your complaint, addressed to the Revdex.com, regarding the account referenced above Comenity Bank issues the roomplace® credit card accounts, and we respond to account-related questions Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns We understand from your complaint that you have documentation from the roomplace that a credit was issued to your account and you have contacted the Bank and have not been able to receive any assistance regarding this matter You are requesting that you receive the credit you were promised from the roomplace regarding damage property that was picked up from your home a month ago We apologize for the inconvenience you have experienced due to this situation Please be advised that a credit of $was applied to your account on September 16, An additional credit of $was applied to your account on October 19, With these adjustments you have a credit balance of $ A refund check has been requested, and should be received within days We hope this information is 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 you Sincerely, Ashley H [redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions and assist with your concerns.The Bank received your complaint, and you state that you made a payment in January 2017; however, you realized the payment had not been debited from your bank accountTherefore, you contacted the Bank and were advised that there was a system error at the Bank, which caused payments to be returnedYou further state that the representative you spoke with advised you that a credit for the late fee, the return payment fee, and finance charge would be issued to your accountIn addition, the payment for that month would be waived; however, that payment was not waivedTherefore, you received phone calls regarding your account being past dueYou are requesting that the Bank waive the payment as promisedWe understand your concerns, and apologize for any frustration this matter may have caused you.Our records indicate that on January 25, 2017, you scheduled an online payment of $80.00; however, on February 2, 2017, the Bank received notification that the banking information was invalid; therefore, the payment was returnedPlease be advised that the return payment fee and finance charge were credited to your account on February 3, 2017.Furthermore, the Bank has waived the previous payment due of $Please be assured that this has not negatively affected your credit report.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W***
Dear [redacted] We received your complaint regarding the above-referenced accountComenity Capital Bankpreviously issued American Laser Skincare credit accounts, and we are here to help with youraccount-related questionsYour complaint addressed to the Revdex.com, was forwardedto my attention, and I appreciate the opportunity to respond to your concerns.We understand your frustration because American Laser Skincare went out of business and your notable to pursue obtaining services; however, we are only able to help your with your American LaserSkincare credit card account.We resolved the dispute in accordance with the dispute provisions of the credit card agreement,which are also outlined in the Billing Rights Summary contained in the monthly billing statements.Specifically, we refer your client to the following section (emphasis added):What To Do If You Think You Find A Mistake On Your StatementIf you think there is an error on your statement, write to us at: Comenity Capital Bank, PO Box182620, Columbus, Ohio 43218-In your letter, give us the following information:Account information: Your name and account numberDollar amount: The dollar amount of the suspected errorDescription of Problem: If you think there is an error on your bill, describe what you believe is wrongand why you believe it is a mistakeYou must contact us within days after the error appeared on your statementYou mustnotify us of any potential errors in writingYou may call us, but if you do we are not required toinvestigate any potential errors and you may have to pay the amount in question.While we investigate whether or not there has been an error, the following are true:We cannot try to collect the amount in question, or report you as delinquent on that amount.The charge in question may remain on your statement, and we may continue to charge you intereston that amountBut, if we determine that we made a mistake, you will not have to pay the amount inquestion or any interest or other fees related to that amount.While you do not have to pay the amount in question, you are responsible for the remainder of thebalance.We can apply any unpaid amount against your credit limit.Your Rights If You Are Dissatisfied With Your Credit Card PurchasesIf you are dissatisfied with the goods or services that you have purchased with your credit card, andyou have tried in good faith to correct the problem with the merchant, you may have the right not topay the remaining amount due on the purchaseTo use this right, all of the following must be true:The purchase must have been made in your home state or within miles of your current mailingaddress, and the purchase price must have been more than $(Note: Neither of these isnecessary if your purchase was based on an advertisement we mailed to you, or if we own thecompany that sold you the goods or services.)You must have used your credit card for the purchasePurchases made with cash advances from anATM or with a check that accesses your credit card account do not qualify.You must not yet have fully paid for the purchase.What this means for you is, if the dispute was submitted more than days after the first billingstatement on which the disputed charge appeared and she has not yet fully paid for the purchase,the maximum amount eligible for a credit is the balance on the account at the time of the dispute.However, if the amount that you disputed or the prorated amount for the services not received is lessthan your balance, then you will receive that lesser amountPlease be advised that based on theinformation you have provided to the Bank, a total credit of $3,was issued to your account fortreatments that were not received and you are responsible for the remaining balance of $590.00, forservices that were provided.We apologize for any inconvenience this matter may have caused your clientShould you or yourclient have any additional questions or concerns, please contact me at ###-###-####, ext(TDD/TTY ###-###-####)I would be happy to assist you.Sincerely,Jenny W***
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccountComenity Bank issues the Boston Store credit card accountsWe are here to answeryour questions and assist with your concerns.In your correspondence you state you paid your account off and closed it, and now you arereceiving phone calls stating your account is past dueYou were advised no fees could be waivedsince they account is closedYou asked that your account be reopened so the fees could bewaived, and this request was declinedYou are again requesting the fees waived.We have reviewed the concerns in your correspondence and would like to share our findingsThedue date on your account is the 18th of the monthBank records indicate a statement was issuedon July 23, 2017, indicating a balance of $with a minimum payment of $due by August18, A payment of $was received on August 19, Since the payment wasreceived after the due date, a late fee was assessed to the account.Please keep in mind that when payments are not received, are received after the due date, or aremade for less than the minimum required, the account will be assessed a late fee, as explainedin the Credit Card AgreementBecause this requirement was not met, the late fees are valid andwe are unwilling to credit any additional late fees at this time.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Alyson F
Compliance Dept– Consumer Responses
They are lyingThe full amount due was paid in the first, they didn't take it out until the second which is not my faultThat's why the late fees are fraudulentIf they decide not to take my payment out the day I pay it that is on them and not me Regards, [redacted]
Thank you so much for your help
Dear [redacted] Comenity Bank has received your correspondence regarding the above-referenced accountComenity Bank issues the Victoria’s Secret Angel credit cardWe are here to answer your questions and assist with your concerns.The Bank received your complaint, and you state that you made a return on September 9, 2016; however, you have not received a credit for your returnsYou further state that you have mailed the confirmation number for the return to Victoria’s Secret and still have not received return creditAs a result of the return credit not posting to your account, the Bank has assessed fees to your accountYou are requesting that the Bank settle the account and bring the balance to zero for the inconvenience you have experienced regarding this matter.We understand your concerns, and apologize for any frustration this matter may have caused you.Our records indicate that a statement was issued on September 11, 2016, indicating a balance of $and a minimum payment of $due by October 7, 2016.Please be advised that the Bank does not show that a return credit posted to your account on September 9, However, a return credits of $and $posted to your account on September 29, 2016.Bank records further indicate that on October 12, 2016, a statement was issued indicating a balance of $with a minimum payment of $due by November 7, Please be advised that the Bank did not receive any payments for the months of: November 2016, December 2016, January 2017, and February 2017;as a result late fees and finance charges were assessed to your account for those months.Please understand that Comenity Bank and Victoria’s Secret are separate entitiesComenity Bank issues and responds to questions regarding the Victoria’s Secret Angel credit card accountWhile Victoria’s Secret responds to questions regarding merchandise, purchases, returns, and shippingWe suggest you contact Victoria’s Secret directly regarding your return.Comenity Bank did not find any billing errors with the account and we find the balance to be valid; therefore, the balance will not be waived.I hope you have found this information to be helpfulIf you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Compliance Dept– Consumer Responses
Dear [redacted] ***We received your additional complaint, addressed to the Revdex.com, regarding a Stagecredit card accountCornenity Bank issues Stage credit cards, and we respond to all account-relatedquestions and concernsYour complaint was forwarded to my attention, and I appreciate the opportunityto assist you.Our records indicate that the situation referenced in your correspondence has been investigated and aresponse has been previously issued on June 2, 5, explaining our findings and resolutionPlease beadvised, Cornenity Bank positions remains unchangedWe have enclosed a copy of our previousresponse for your records.We apologize far any frustration or inconvenience you may have experienced regarding this matter.Should you have any further questions or concerns, please contact me at ###-###-####, ext [redacted] (TDD/TTY ###-###-####)I will be happy to assist you.Sincerely, [redacted] Consumer Relations Specialist
Dear [redacted] We received your complaint, sent to the Revdex.com, regarding the above-referenced accountComenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questionsI appreciate the opportunity to assist you.Your complaint states that the Victoria’s Secret/PINK account was placed on a fraud hold although you have provided your personal information, by phone, on multiple occasionsYou also state that you will not send in the personal information, such as the front/back of your driver’s license, social security card, or utility bill, as someone may be able to copy and use the information.We reviewed your account and we apologize for any frustration or inconvenience this matter has caused you.Comenity Bank received notice from the Loss Prevention team at Victoria’s Secret regarding information that is consistent with suspicious activityAs such, Comenity Bank blocked the account on June 19, 2015, to deter your account from being used fraudulently.It is not the Bank’s intention to cause a customer a hardshipIt is the Bank’s responsibility to protect the customer’s privacy of information and account from possible fraudulent activityAs such, in order to remove the block and establish account utility, we must receive a copy of your driver’s license, social security card, and a current utility bill.I have spoken to our Account Protection management team, and they are willing to have you scan and email the information for a faster response than normal, which by mail, can take up to daysIf you would like to take advantage of this, you can email the information to the attention of Abby Kritikos-Account Protection Manager at [email protected] be advised that without receiving this information, Comenity Bank is unable to remove the block from your account.You are a valued customer and we hope this information is helpfulShould you have any further questions or concerns, please contact the Account Protection team; toll free, at ###-###-#### (TDD/TTY ###-###-####)They will be happy to assist you.Sincerely, [redacted] ***Consumer Relations Specialist
In response to the letter that Comenity sentI have to say that I understand that they have to investigate I don’t agree with there days policyI have waited long enough for this and I’m being charged very high interest on this accountI expect for them to try to resolve this matter as soon as possible being that they have all the information for a very long time
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meMy husband and I believe that this resolution has only come about because of your intervention We thank you! Regards, [redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced accounts.Comenity Bank issues the Victoria's Secret Angel, BrylaneHome, and RUNWAYREWARDS creditcardsWe are here to answer your questions and assist with your concerns.In your correspondence, you state the Bank froze all three of your accounts when you missed onepayment on your RUNWAYREWARDS credit cardYou called and asked why all of your accountswere frozen, and were told you had to make three months of consecutive payments to have the cardsreinstatedYou state that is not possible, due to the balances on your accountsYou also state theBank is not reporting your accounts correctly, and the Bank’s customer service is lackingYou wouldlike all of your accounts reinstated and reported correctly on your credit bureau report.We have reviewed the concerns in your correspondence, as well as the applicable telephoneconversationsOur records indicate you contacted the Bank on July 24, 2017, and were advised thepayments were returned on all three accounts due to insufficient funds, and you would have to waitdays to use your accountsHowever, due to previous payment history, your BrylaneHome andVictoria’s Secret Angel accounts are now available for use.We understand your concern regarding your credit reportWe have verified we are reporting theaccount correctly to the credit reporting agencies as we are required by law.I hope you have found this information to be helpfulIf you have any questions or concerns, pleasefeel free to contact me at ###-###-####
None of the following answered why I am not receiving my billing statements online, phone or even thought mailHow am I suppose to pay a bill when I haven't reicieved if [redacted] is an active email address and I still used hat emailI do not want to do online statementsI want to state reviewing my bill in a paper statement unless they can send me the statement in both ways to ensure I am receiving my monthly statementWhich is what we all wantI have been a loyal Victoria secret card holder this past year I have been having non stop trouble with receiving billing statements or getting into my accountI have contacted Victoria secret on three or four different times about the billing system not workingPlease makes the proper corrections Regards, [redacted]