Dear Nicole Mckelvin:Comenity Bank (Bank) has received your additional correspondence regarding the abovereferenced matter. We are here to answer your questions and assist with your concerns.In your additional correspondence you indicate that you continue to receive telephone calls fromComenity Bank regarding a matter not related to you. The calls placed to the telephone numberwere attempts by us to contact one of our customers regarding a business matter.We apologize for the inconvenience this may have caused. You should no longer be receivingphone calls regarding this matter as we have marked the telephone number ending in [redacted] with“Do Not Call” instructions.If you receive calls from us on a different telephone number regarding a matter not related to you,please contact us at [redacted] to update our records.Sincerely,Alyson F[redacted]Compliance Dept. – Consumer Responses
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
THANK YOU!
Regards, [redacted]
I find it interesting that all of the representatives, including [redacted] stated the changes started in March, when in fact they started in January according to the statement that was attached. Very convenient this was the only statement I had received in several months prior to my purchase. I did read "the fine print" stated at the bottom of the statement. Again, changes in policy should be sent as a separate e-mail or notice that this is the only piece of information. I, like most of the continued customers would only look at the statement balance. Why would I bother reading the points information if I'm paying my bill. I believe this falls under unfair business practices, while it may be legal, you will be losing a paying customer and will discourage any of my colleagues from shopping with RH and especially from establishing a relationship with comenity bank. [redacted], you'll notice my account was paid off on 5/28. I would like to close it.Regards,
[redacted]
Dear Ms [redacted],We received your complaint, addressed to the Revdex.com, regarding the accounts referencedabove. Comenity Bank issues the above-referenced credit wrd accounts. and we are here to assist you withall account-related questions. I appreciate the opportunity to respond to...
your concerns.We understand from your complaint that both you and your husband are ill and would no longer like to receivecalls from Comenity Bank.We are sorry to hear about you and your husband's recent health issues, and we appreciate the opportunity toassist you. We have reviewed the accounts and we are happy to share our findings.When the Bands records show an account as delinquent the Bank will make attempts to contact you regardingthe status of the account. Many times a pavment is overlooked by the customer. and a reminder call is helpful to brlng the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenily Bank may call you until our attempt to communication is successful.Per your request, we have updated the telephone numbers on your accounts, to ensure that you no longerreceive telephone calls from Comenity Bank. However, the Bank may contact you by mail, or service of courtfiling, which would be in compliance with state and federal law.Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer CreditCounseiing Service (CCCS) organization for assistance. Their programs can provide options such as reducingthe interest rate and the minimum payment requirement, and could include all of your creditors. ComenityBank supports and participates in the programs provided by CCCS agencies Should you wish to obtaininformation regarding their programs and for a member agency located near you, please contact the NationalFoundation for Credit Counseling at ###-###-####.We hope you find this information helpful If you have any questions, or need additional assistance, please donot hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/tTTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R[redacted]
[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 11996463, and find the resolution...
is satisfactory to me.
Regards,
Pearlie G[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assistwith your concerns.We understand from your correspondence, submitted to the Revdex.com, that you...
receiveda call from the Bank advising you that the account was charged off and the full balance was due. Youexplained you do not have the full balance and the representative advised we would need a paymentof $200.00 a month. You advised the representative that you could not afford to pay $200.00 a month.Additionally, you state that the Bank has contacted your parents and you previously requested thenumber be removed. You explain that the Bank representative said we have not called that number.You state the Bank is dishonest and rude. You are requesting to pay the debt with what you can afford.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversations. We apologize if you felt you did not receive the best customer service. We never intendto treat our customers in a less-than-satisfactory manner. We are committed to providing the bestcustomer service and are disappointed when a customer feels this standard was not met.After a review of the account, our records indicate that you were enrolled in our 12-month HardshipProgram on July 6, 2017. Terms of the program state that you will make all monthly minimum paymentsrequired for the next 12 months. If you miss two consecutive or three total payments, the account willbe removed from the Hardship Program and will revert back to the original terms disclosed in yourCredit Card Agreement.Unfortunately, payment was not received in August, and November 2017, and January 2018. As aresult, the account was removed from the Hardship Program and a letter of explanation was sent toyou. We have enclosed a copy of the enrollment and termination letters for your records.On January 22, 2018, the account was closed and written off with a balance of $2,073.54. The accounthas been assigned to our In-House Recovery Pool. You may contact them by calling (800) 695-7444to discuss suitable payment options.Regarding the call(s) placed to your parents; when the Bank has been unable to reach our customer,we will utilize various resources to obtain contact information where the customer may be reached.Please provide us the phone number to which calls are being made so we can update our records tostop the calls.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Renee S[redacted]Compliance Dept. – Consumer Responses
I never received those billing statement!!!!! How am I suppose to pay something where I did NOT recoeve a bill? Take off the last six billing fees an interest and I will be more than happy to pay.
Regards,
[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank previously issued the Gander Mountain Mastercard credit card. We are here to answer your questions and assist with your concerns.Your correspondence indicates you purchased a Fat Boy Junior...
gun safe from Gander Mountain on March 19, 2017, and you were told there was no time limit to pick it up. When you went to pick up the purchase on August 7, 2017, the manager said it was sent to the liquidator but you would receive a new gun safe or would receive your money back. You have contacted the store and Gander Mountain customer service many times and have not received this purchase or a refund check. You have disputed the purchase with the Bank and sent additional information that was requested but you have not received a response.We received your dispute on December 11, 2017, in the amount of $1,547.74 for purchase of a gun safe on March 19, 2017. Please be assured our dispute resolution team is currently working to resolve your dispute. Please also be aware, dispute investigations may take up to 90 days to complete. Upon completion of our investigation, we will notify you of our findings by mail. We appreciate your patience while we conduct our investigation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact customer care at the phone number on the back of your credit card or billing statement.Sincerely,Alesa C[redacted]Compliance Dept. – Consumer Responsescc: Illinois Attorney GeneralRevdex.com
Dear [redacted]We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. As the bank that issues VICTORIA’S SECRET credit card accounts, we are here to assist you with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.Your complaint states that you have received statements by email and that you did pay the bill in full in September. You contend that no statement was received for October and you discovered the late fees and finance charges after logging into your account online. At this point you began communication and state that you were told these would be removed. After two weeks, only one fee was credited. After the back and forth, you ended up being charged four late fees which you deem as being false and you want them removed.As previously communicated on November 10, 2016, the payment of $77.05 was made on September 2, 2016, and past the payment due date of September 1, 2016; as such, the account was assessed a late fee. The following payment of $25.00 was due on October 1, 2016, and remained unpaid. Therefore, the account was assessed a late fee. An additional payment of $30.00 became due on November 1, 2016. As payment was not made, the account was assessed a late fee.On October 10, 2016, the Bank agreed to remove one late fee of $25.00, as a courtesy. There were no further agreement(s) to remove two late fees. Please be advised that our position remains unchanged.In addition, we researched your concerns regarding the statements. Please be advised, Bank records indicate that you cancelled the paperless statement option as of June 1, 2012, and the statements from July to present have been sent to your physical address by U.S. Mail. Although, you are not enrolled in paperless statements, the Bank does send emails to the email that was provided by the customer letting the customer know that the statement is ready to be reviewed on the Bank’s Account Center. However, this email is not a statement ready email with regards to paperless statements. We apologize for any confusion this may have caused you.I hope you find this information to be helpful. Should you have any further questions, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear [redacted]
We received your complaint, submitted to theRevdex.com, regarding the above-referenced accounts. Comenity Bank issues The Buckle andVictoria’s Secret/PINK credit card accounts, and we are here to help with youraccount-related questions. I...
appreciatethis opportunity to assist you. We understand from your complaint thatrecently you viewed your credit report and noticed late reported paymentsregarding the above-referenced accounts. Additionally you state you did not recall going past due nor did youreceive phone calls to make you aware of the status of the accounts. You are requesting the Bank remove the latepayments from your credit reports. I amhappy to share my findings with you. Bank records indicate a billing statement forThe Buckle account was issued on May 6, 2015, which reflected a balance of$293.22 with a minimum payment of $25.00 due by June 1, 2015. A statement was issued on June 5, 2015, whichreflected a balance of $324.37 with a minimum payment of $42.00, due by July 1,2015. Due to non-receipt of payment, theaccount was reported as two billing statements past due to the credit-reportingagencies. In addition, the Victoria’s Secret/PINKaccount was issued a statement on April20, 2015, which reflected a balance of $170.20 with a minimum payment of $25.00due by May 16, 2015. A statement wasissued on May 21, 2015, with a balance of $198.95 and a minimum payment of$30.00 due by June 16, 2015. Due tonon-receipt of payment, the account was reported as two billing statements pastdue to the credit-reporting agencies. Furthermore, on July 8, 2015, a phone callwas placed by a collections representative to you advising of the status of theabove-referenced accounts. On this calltwo payments were made to bring the accounts current. In the interest of customer service,instructions were sent to the national credit-reporting agencies to delete the derogatoryreporting for the above mentioned accounts. Please allow the credit reporting agencies 45 days to update theirrecords. We hope this information is helpful. Should you have any further questions orconcerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I would be happy toassist you. Sincerely, Kaija M[redacted]
Dear Ms. [redacted]We received your additional complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Woman Within® credit card accounts, and we are here to assist youwith all account-related questions or concerns. I appreciate the opportunity to...
respond to your concerns.We understand from your complaint that you believe your account does not reflect your payment in March2015. You state that when you called in to make a payment, we advised you that there would be a $15.00processing fee, and that we denied you the option to make a payment without afee. You state this is a trick toprovide you with more debt, and you mention that the Bank allows you to order from other catalogs. You sawyour balance was at $271.00 and began calling to verify the balance. You state that you were not allowed togo above your $250.00 credit limit. You also received a latter from Palm Beach Jewelry, indicating they werenot able to process an order. You would like the account to be closed, and to not pay more than you owe.After speaking to you on June 18, 2015, you advised that you did not want to discuss this matter by phone.Please be assured that I have researched our records and I am happy to share my findings with you.Our research shows these are the following transactions that were posted to your Woman Within@ account:(Revdex.com Note: Chart with table of dates, transaction types, items and amounts not able to be copied into this communication - please refer to original letter from the business, enclosed with this correspondence.) When a customer orders merchandise from Woman Within®, the account is charged for the cost of themerchandise sales tax (if applicable) and shipping and handling. When the merchandise is returned, theaccount is credited for the merchandise and the applicable sales tax. Woman Within does not refund shippingand handling charges. In addition, if the provided return label is used to return the package, the return labelis charged to the Woman Within® account.Bank records indicate billing statement was sent to you on February 5, 2015. This billing statement includedseveral purchases.The first purchase placed on January 13, 2015, posted to the account on January 14, 2015, totaled $153.96,and is detailed in the above chart. We confirmed with FedEx that the first purchase was delivered on January17, 2015, at 8:56 am. This order was charged shipping and handling and a coupon was used for a free gift.The second purchase placed on January 18, 2015, posted to the account on January 19, 2015, totaled $59.97,and is also detailed in the above chart. We have confirmed with the USPS that the second purchase wasdelivered January 24, 2015, at the front door porch at 1:44 pm. This order was charged shipping and handlingand a coupon used was used for a free gift.The third purchase placed on January 25, 2015, posted to the account on January 26, 2015, totaled $37.98,and is also detailed in the above chart. We have confirmed with FedEx that the third purchase was deliveredon February 20, 2015, at 10:19 am. No coupon was provided for this order.On February 2, 2015, Woman Within® received your return for a cornflower blue pullover and a black pullover,which provided you with a credit $46.99 which posted to your account on February 2. 2015. On February 2,2015, there was also an additional charge of $7.50 for using the return label.Bank records indicate that you did not return the navy mules, navy coat. or the lavender 2PC set pajamas.This statement including these purchases. dated February 5, 2015, had an ending balance of $212.42 with aminimum payment of $20.00 due by March 3, 2015.A billing statement was sent to you on March 6, 2015. This billing statement included several purchases.The first purchase posted on February 4, 2014, from Palm Beach Jewelry and was made for a total of $19.07,and is detailed in the above chart.The second purchase placed on February 9, 2015, which posted to the account on the February 10, 2015, wasmade for a total of $14.98, and is also detailed in the above chart. On March 3, 2015, Woman Within®received your exchange for the aqua plaid slippers which provided you with a $6.99 credit and a charge of$6.99, when the slippers were reissued. For this purchase, you requested express shipping which is anadditional charge that is not covered by the promotion code for free shipping.Since no payments were received by the previous due date of March 3, 2015, a late fee of $20.00 and afinance charge of $5.32 were assessed to the account balance. This statement had an ending balance of$271.79 with a minimum payment of $23.01 due by April 3, 2015.A billing statement was sent to you on April 7, 2015. This statement included your payment of $30.00. It alsoincluded a late fee credit of $20.00 and a finance charge credit of $5.32.On March 19, 2015, Woman Within® received your return for the aqua plaid slippers, which provided you with acredit $6.99. On March 19, 2015, there was also an additional charge of $.750 for using the return label.On March 21, 2015, an order from Palm Beach and was made for a total of $14.10. and is detailed in the abovechart.On March 29, 2015, a purchase, which posted to the account on March 31, 2015, was made for a total of$15.98, and is detailed in the above chart. We have confirmed with the USPS that this purchase was deliveredApril 6, 2015 at 12:59 pm, in/at the mailbox. No coupon was provided for this order.This statement had an ending balance of $252.02 with a minimum payment of $20.00 due by May 3, 2015.A billing statement was sent to you on May 21, 2015. Since no payments were received by the previous duedate of May 3, 2015, a finance charge of $7.71 was assessed to the account balance. This statement had anending balance of $259.73 with a minimum payment of $20.00 due by June 16, 2015.As of the date of this letter, your account balance is $265.13. This balance is from the navy mules, navy coat,lavender 2PC set pajamas, December bracelet birthstone, and your two orders from Palm Beach Jewelry thathave not been returned, and that were delivered to the address above, along with fees due to non-payment.Please note that we found no errors of the balance within our research of your account. Please keep in mind,when payments are not received, are received after the due date, or are made for less than the minimumrequired, the account will be assessed a late fee and finance charge, as explained in the Credit CardAgreement. Also if the new balance shown on your last statement isn't paid in full by the Payment Due Dateshown on your last statement, there will be an interest charge on each purchase from the date of purchase. I have enclosed copies of the billing statements which show the account activity that comprised the accountbalance. I have also enclosed a copy of the Credit Card Agreement for your records.Please also understand that BrylaneHome, Jessica London®, KingSizeB, Roaman's®Full Beauty(previously OneStopPlus.corn), and Woman Within® allow cross shopping. This means that Items ordered from one retailer may be charged to any of the listed credit cards. For instance, a Woman Within® catalog purchase may be charged to the Roaman's®credit card account and vice versa.I reviewed the telephone calls referenced. On April 27, 2015, you called the Bank to make a payment usingyour Net-10 card at which time the telephone payment fee of $15.00 was disclosed. The associate offered towaive the fee as a courtesy but you didn't make the payment because you wanted to call back on the third.Your account was noted. On May 1, 2015, you called the Bank to have the payment processed and you wereadvised of the telephone payment fee, which our associate was unwilling to waive, as a result of not reviewingthe previous note. As such, you did not make the payment. We sincerely apologize for this situation and thatyour third party purchase was declined. It is never the Bank's intention to cause a customer a hardship.In order to provide the best customer service possible, please note the following ways in which payments maybe made, and you may choose a payment method that is right for you.Mail: Send your payment and payment coupon in the envelope that came with your billing statement. Werecommend allowing a week for the payment to arrive. If you're a paperless customer, print out a payment stubon the online account management site so your payment is processed as quickly as possible.Need to rush a payment?If you need to make a payment today, you may call us at the phone number on the back of your billingstatement to speak to a customer care representative. A $15.00 fee applies to same-day payments made withthe representative.We are sorry you wish to close your Woman Within® account, as you are a valued customer. As requested,the account was closed on June 17, 2015. In the interest of customer service, we have issued a credit of$20.00.If you have further questions regarding the charges and credits applied to your account, please contact WomanWithin at ###-###-####.If you have further questions regarding the charges from Palm Beach Jewelry, please contact them at (800)767-5612.You are a valued customer and we apologize for any confusion or frustration this matter has caused you.Should you have any further questions regarding your account, please contact me at ###-###-####, ext.[redacted] (TDD/TTY ###-###-####). It is often easier to resolve a matter, if we can discuss it. Please contactme if you feel this matter has not been properly resolved. I will be happy to assist you.Sincerely,Amanda R**
[redacted]
Dear Mr. [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Eddie Bauer® credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you placed a mail order sale in the amount of $129.99 and returned the merchandise. You state that you have the tracking number for this returned merchandise and you do not understand your balance of $275.52. You are requesting a full refund in the amount of $275.52. I am happy to share my findings. Our records indicate that the situation referenced in your complaint has already been investigated, and we have previously responded to you. A copy of our previous response, dated October 22, 2015, is enclosed for your reference. Additionally, after reviewing the account further I find that a purchase of $275.52 via mail order was placed on your account on August 16, 2015. Our records do not indicate a purchase of $129.99 was placed on your account. Please understand that Comenity Bank and Eddie Bauer® are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Eddie Bauer® is responsible for handling matters related to sales, merchandise processing, returns and shipping. We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions about your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Renee S[redacted]
Dear Revdex.com,Comenity Bank received the complaint for [redacted]. In order to properly research this complaint, we require additional time to complete our investigation. We would like a due date extension. Please let me know if this extension is not approved. Thank you,[redacted]...
February 10, 2017 [redacted] RE: Unwanted Calls Revdex.com Complaint ID #11977219 Dear Cheri P[redacted]: Comenity Bank (Bank) has received your correspondence. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please refer to the previous letter sent February 9, 2017. We understand that you do not believe adding “do not call’ on the telephone number ending in 9951 will resolve this matter. Please understand that the account that your phone number was applied to cannot be deleted from our database. As stated in the previous letter the calls placed to the telephone number were attempts to contact one of our customers regarding a business matter. We will no longer be making calls to the telephone number ending in 9951. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, [redacted]
Dear [redacted] I am writing in response to your letter from April 6, 2016 and I was told by a community bank associate. When I called on April 1, 2016 and they advisedto send a letter requesing the removal o account. Since it was removed from my Transunion credit report back in May 26,2015 which your company reported to remove to only transunion. How can it be removed one one credit report and remain on the other two. Please check your files for the removed with Transunion the original dispute complaint was on April 27, 2015 and removed from my report May 26, 2015. Please see the attachment. Thank you. [redacted]
Thank you for contacting the Revdex.com, regarding the above-referenced account. Comenity Bank issues BEDFORD FAIR credit card accounts, and we are here to help with all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity...
to assist you. You state although you returned everything to Bedford Fair a long time ago, you are receiving telephone calls saying you owe money. You further state the representatives were very unprofessional when they called, and you have proof that you have returned everything. You are requesting the calls be stopped, and the account balance to be credited. We sincerely apologize for any inconvenience or frustration this matter may have caused you. Comenity Bank and Bedford Fair are two separate entities. Comenity Bank is responsible for addressing questions related to BEDFORD FAIR credit card accounts, while Bedford Fair is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. Please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, sales tax (if applicable), as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise and sales tax 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. When an account is delinquent, we will make attempts to contact the customer regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successful. You should no longer be receiving phone calls at the telephone numbers ending in [redacted], [redacted], or [redacted], as we have marked these numbers with “Never Call” instructions. Please also keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account may be assessed a late fee, pursuant to the terms and conditions of the Credit Card Agreement. On June 25, 2016, a purchase of $209.81 posted to the account. This order consisted the following items: 3 BFA Pearlized Button Twinsets at $51.29 each, and 1 BFA Crochet Detail Top at for $35.99, and a shipping and handling charge of $19.99. On September 1, 2016, a return credit of $179.83 posted to your account. This credit included a charge of $9.99 for one Smart Label fee. Please be assured Bedford Fair issued a credit of $29.98 to remove the initial shipping fee and Smart Label fee. In the interest of customer service, the Bank has issued credits totaling $111.07 to remove the previously assessed late fees and finance charges. As of today’s date, your account balance is zero. Notification has been sent to the national credit-reporting agencies, regarding the above-referenced account, with instructions to remove the negative payment information from your credit bureau report. Please allow the credit-reporting agencies 45 days to update this information in their records. We have reviewed the issues in your complaint, as well as the applicable phone conversations. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted]:
We received the inquiry you sent to the Revdex.com (Revdex.com), regarding the above-noted account. Your inquiry was forwarded to Comenity Bank. Comenity Bank issues the Younkers credit card, and we are here to help answer your account-related questions. I appreciate...
the opportunity to assist you with your concerns.
We understand from your correspondence to the Revdex.com that you were assessed a late fee of $37.00 after making two payments of $40.00 on May 26, 2016, and June 9, 2016. You believe these two payments should have covered the minimum payment of $49.00 which was due by June 21, 2016.
We understand your concerns and would like to provide you with the following information. On April 25, 2016, Comenity Bank generated a statement showing a balance of $1,473.74, with a minimum payment of $57.00 due by May 21, 2016. Our records reflect three payments of $40.00 each were received within this billing cycle on April 28, 2016, May 12, 2016, and May 26, 2016.
On May 26, 2016, the Bank generated a new statement reflecting a balance of $1,384.35, with a minimum payment of $49.00 due by June 21, 2016. Bank records indicate we received the following payments; $40.00 on June 9, 2016, and $40.00 on June 23, 2016. Since the full amount of $49.00 was not received by the June 21, 2016, due date, your Younkers account was assessed a late fee of $37.00.
Please understand that you are required to pay at least the minimum due indicated on your statement each month. Any amount paid in excess of the minimum due will be credited to your balance for the billing period in which that payment is received. Additionally, please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Enclosed are copies of your billing statements for April through July 2016.
You are a valued customer and we appreciate your business. Please be assured, as a courtesy, we have credited the late fee of $37.00.
We appreciate your continued patronage with Younkers and hope you find this information helpful. If you have any further questions about this account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will 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 me.
Regards, [redacted]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the OLD PUEBLO TRADERS® credit card. We are here to answer your questions and assist with your concerns. You state in May 2016 you ordered...
three pairs of shoes from Old Pueblo Traders, and you were talked in to joining a rewards club, which you were told that you could cancel any time. Although you paid the first one on June 28, 2016, and you wrote cancel above the bill that you sent back, you continued to receive monthly billing statements. You further state that each time you received a statement, you called and told them to cancel. You are requesting this be cancelled, and for no further bills to be sent. We sincerely apologize for any inconvenience or frustration this matter may have caused you. We have reviewed your account, and we are happy to share our findings. Please note that Old Pueblo Traders, and Comenity Bank are separate entities. The Bank issues and is responsible for addressing questions related to OLD PUEBLO TRADERS® credit card accounts. Old Pueblo Traders is responsible for handling matters related to sales, merchandise processing, returns and shipping. Old Pueblo Traders VIP Plus program is an optional service offered through Old Pueblo Traders. This program offers a special introductory price of $1.99 for the first 30 days, and if the customer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the account each month. Cancellation may be made at any time with no further obligation. Our records indicate that the above-referenced account was charged for two Old Pueblo Traders VIP Plus membership fees at $14.97 each and one introductory charge of $1.99. On August 2, 2016, the Old Pueblo Traders VIP Plus membership was cancelled, and two credits of $14.97 each posted to the account on August 30, 2016. On December 21, 2016, an additional credit of $1.99 was issued to remove the introductory charge. In the interest of customer service, the Bank has issued additional credits totaling $56.94 to remove the previously assessed late fees and finance charges. Because the credits result in a credit balance of $16.96, we are issuing a refund check of $16.96 to you. Please allow 14 business days to receive the refund check, as it is being send in a separate mailing. Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter. Although the Old Pueblo Traders VIP Plus program has been cancelled, the above-referenced credit card account is open. If you are requesting to have the above-referenced account cancelled, please contact me at the telephone number listed below. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely,
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer your questions. The complaint was forwarded to my attention, and I appreciate the...
opportunity to address your concerns.We understand the concerns expressed in the complaint regarding the negative information reporting to your credit file, and the request to have this information removed as you are trying to refinance your house. You were originally not aware of this account until you were contacted by the Bank in which you paid the balance and requested the account to be closed. You sent a letter in May 2016 asking the Bank to remove the August and September 2015 delinquencies from your credit file. Your wife also recently spoke to the Bank and was advised that you could call and make the request. You called and were advised that the Bank would not be willing to make the changes. You state that you have been given conflicting information, and it is your hope that we remove the late payments so you can move forward with the refinance.The Bank previously received your written request to remove the delinquencies; however, we were not asked to close the account. A response was sent to you on June 2, 2016, which indicated that the information reported was accurate.Please be assured however, that we reviewed the applicable telephone calls, and we found that you and your wife were provided with incorrect information. It is never the Bank’s intention to cause a customer a hardship. We sincerely apologize for the frustration and inconvenience you experienced because of this matter. We can assure you that the Bank has taken the necessary steps to coach the associates.In the interest of customer service, we have sent notification to the national credit-reporting agencies with instructions to delete the August and September 2015 late payments from your credit file. Please allow the credit-reporting agencies 45 days to update their records.Additionally, we have closed the account as requested.We hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear Nicole Mckelvin:Comenity Bank (Bank) has received your additional correspondence regarding the abovereferenced matter. We are here to answer your questions and assist with your concerns.In your additional correspondence you indicate that you continue to receive telephone calls fromComenity Bank regarding a matter not related to you. The calls placed to the telephone numberwere attempts by us to contact one of our customers regarding a business matter.We apologize for the inconvenience this may have caused. You should no longer be receivingphone calls regarding this matter as we have marked the telephone number ending in [redacted] with“Do Not Call” instructions.If you receive calls from us on a different telephone number regarding a matter not related to you,please contact us at [redacted] to update our records.Sincerely,Alyson F[redacted]Compliance Dept. – Consumer Responses
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
THANK YOU!
Regards, [redacted]
I find it interesting that all of the representatives, including [redacted] stated the changes started in March, when in fact they started in January according to the statement that was attached. Very convenient this was the only statement I had received in several months prior to my purchase. I did read "the fine print" stated at the bottom of the statement. Again, changes in policy should be sent as a separate e-mail or notice that this is the only piece of information. I, like most of the continued customers would only look at the statement balance. Why would I bother reading the points information if I'm paying my bill. I believe this falls under unfair business practices, while it may be legal, you will be losing a paying customer and will discourage any of my colleagues from shopping with RH and especially from establishing a relationship with comenity bank. [redacted], you'll notice my account was paid off on 5/28. I would like to close it.Regards,
[redacted]
Dear Ms [redacted],We received your complaint, addressed to the Revdex.com, regarding the accounts referencedabove. Comenity Bank issues the above-referenced credit wrd accounts. and we are here to assist you withall account-related questions. I appreciate the opportunity to respond to...
your concerns.We understand from your complaint that both you and your husband are ill and would no longer like to receivecalls from Comenity Bank.We are sorry to hear about you and your husband's recent health issues, and we appreciate the opportunity toassist you. We have reviewed the accounts and we are happy to share our findings.When the Bands records show an account as delinquent the Bank will make attempts to contact you regardingthe status of the account. Many times a pavment is overlooked by the customer. and a reminder call is helpful to brlng the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenily Bank may call you until our attempt to communication is successful.Per your request, we have updated the telephone numbers on your accounts, to ensure that you no longerreceive telephone calls from Comenity Bank. However, the Bank may contact you by mail, or service of courtfiling, which would be in compliance with state and federal law.Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer CreditCounseiing Service (CCCS) organization for assistance. Their programs can provide options such as reducingthe interest rate and the minimum payment requirement, and could include all of your creditors. ComenityBank supports and participates in the programs provided by CCCS agencies Should you wish to obtaininformation regarding their programs and for a member agency located near you, please contact the NationalFoundation for Credit Counseling at ###-###-####.We hope you find this information helpful If you have any questions, or need additional assistance, please donot hesitate to contact me directly at ###-###-####, ext [redacted] (TDD/tTTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R[redacted]
[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 11996463, and find the resolution...
is satisfactory to me.
Regards,
Pearlie G[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assistwith your concerns.We understand from your correspondence, submitted to the Revdex.com, that you...
receiveda call from the Bank advising you that the account was charged off and the full balance was due. Youexplained you do not have the full balance and the representative advised we would need a paymentof $200.00 a month. You advised the representative that you could not afford to pay $200.00 a month.Additionally, you state that the Bank has contacted your parents and you previously requested thenumber be removed. You explain that the Bank representative said we have not called that number.You state the Bank is dishonest and rude. You are requesting to pay the debt with what you can afford.We have reviewed the concerns in your correspondence as well as the applicable telephoneconversations. We apologize if you felt you did not receive the best customer service. We never intendto treat our customers in a less-than-satisfactory manner. We are committed to providing the bestcustomer service and are disappointed when a customer feels this standard was not met.After a review of the account, our records indicate that you were enrolled in our 12-month HardshipProgram on July 6, 2017. Terms of the program state that you will make all monthly minimum paymentsrequired for the next 12 months. If you miss two consecutive or three total payments, the account willbe removed from the Hardship Program and will revert back to the original terms disclosed in yourCredit Card Agreement.Unfortunately, payment was not received in August, and November 2017, and January 2018. As aresult, the account was removed from the Hardship Program and a letter of explanation was sent toyou. We have enclosed a copy of the enrollment and termination letters for your records.On January 22, 2018, the account was closed and written off with a balance of $2,073.54. The accounthas been assigned to our In-House Recovery Pool. You may contact them by calling (800) 695-7444to discuss suitable payment options.Regarding the call(s) placed to your parents; when the Bank has been unable to reach our customer,we will utilize various resources to obtain contact information where the customer may be reached.Please provide us the phone number to which calls are being made so we can update our records tostop the calls.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at (800) 820-8932.Sincerely,Renee S[redacted]Compliance Dept. – Consumer Responses
I never received those billing statement!!!!! How am I suppose to pay something where I did NOT recoeve a bill? Take off the last six billing fees an interest and I will be more than happy to pay.
Regards,
[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank previously issued the Gander Mountain Mastercard credit card. We are here to answer your questions and assist with your concerns.Your correspondence indicates you purchased a Fat Boy Junior...
gun safe from Gander Mountain on March 19, 2017, and you were told there was no time limit to pick it up. When you went to pick up the purchase on August 7, 2017, the manager said it was sent to the liquidator but you would receive a new gun safe or would receive your money back. You have contacted the store and Gander Mountain customer service many times and have not received this purchase or a refund check. You have disputed the purchase with the Bank and sent additional information that was requested but you have not received a response.We received your dispute on December 11, 2017, in the amount of $1,547.74 for purchase of a gun safe on March 19, 2017. Please be assured our dispute resolution team is currently working to resolve your dispute. Please also be aware, dispute investigations may take up to 90 days to complete. Upon completion of our investigation, we will notify you of our findings by mail. We appreciate your patience while we conduct our investigation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact customer care at the phone number on the back of your credit card or billing statement.Sincerely,Alesa C[redacted]Compliance Dept. – Consumer Responsescc: Illinois Attorney GeneralRevdex.com
Dear [redacted]We received your additional complaint, submitted to the Revdex.com, regarding the above-referenced account. As the bank that issues VICTORIA’S SECRET credit card accounts, we are here to assist you with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.Your complaint states that you have received statements by email and that you did pay the bill in full in September. You contend that no statement was received for October and you discovered the late fees and finance charges after logging into your account online. At this point you began communication and state that you were told these would be removed. After two weeks, only one fee was credited. After the back and forth, you ended up being charged four late fees which you deem as being false and you want them removed.As previously communicated on November 10, 2016, the payment of $77.05 was made on September 2, 2016, and past the payment due date of September 1, 2016; as such, the account was assessed a late fee. The following payment of $25.00 was due on October 1, 2016, and remained unpaid. Therefore, the account was assessed a late fee. An additional payment of $30.00 became due on November 1, 2016. As payment was not made, the account was assessed a late fee.On October 10, 2016, the Bank agreed to remove one late fee of $25.00, as a courtesy. There were no further agreement(s) to remove two late fees. Please be advised that our position remains unchanged.In addition, we researched your concerns regarding the statements. Please be advised, Bank records indicate that you cancelled the paperless statement option as of June 1, 2012, and the statements from July to present have been sent to your physical address by U.S. Mail. Although, you are not enrolled in paperless statements, the Bank does send emails to the email that was provided by the customer letting the customer know that the statement is ready to be reviewed on the Bank’s Account Center. However, this email is not a statement ready email with regards to paperless statements. We apologize for any confusion this may have caused you.I hope you find this information to be helpful. Should you have any further questions, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear [redacted]
We received your complaint, submitted to theRevdex.com, regarding the above-referenced accounts. Comenity Bank issues The Buckle andVictoria’s Secret/PINK credit card accounts, and we are here to help with youraccount-related questions. I...
appreciatethis opportunity to assist you. We understand from your complaint thatrecently you viewed your credit report and noticed late reported paymentsregarding the above-referenced accounts. Additionally you state you did not recall going past due nor did youreceive phone calls to make you aware of the status of the accounts. You are requesting the Bank remove the latepayments from your credit reports. I amhappy to share my findings with you. Bank records indicate a billing statement forThe Buckle account was issued on May 6, 2015, which reflected a balance of$293.22 with a minimum payment of $25.00 due by June 1, 2015. A statement was issued on June 5, 2015, whichreflected a balance of $324.37 with a minimum payment of $42.00, due by July 1,2015. Due to non-receipt of payment, theaccount was reported as two billing statements past due to the credit-reportingagencies. In addition, the Victoria’s Secret/PINKaccount was issued a statement on April20, 2015, which reflected a balance of $170.20 with a minimum payment of $25.00due by May 16, 2015. A statement wasissued on May 21, 2015, with a balance of $198.95 and a minimum payment of$30.00 due by June 16, 2015. Due tonon-receipt of payment, the account was reported as two billing statements pastdue to the credit-reporting agencies. Furthermore, on July 8, 2015, a phone callwas placed by a collections representative to you advising of the status of theabove-referenced accounts. On this calltwo payments were made to bring the accounts current. In the interest of customer service,instructions were sent to the national credit-reporting agencies to delete the derogatoryreporting for the above mentioned accounts. Please allow the credit reporting agencies 45 days to update theirrecords. We hope this information is helpful. Should you have any further questions orconcerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I would be happy toassist you. Sincerely, Kaija M[redacted]
Dear Ms. [redacted]We received your additional complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Woman Within® credit card accounts, and we are here to assist youwith all account-related questions or concerns. I appreciate the opportunity to...
respond to your concerns.We understand from your complaint that you believe your account does not reflect your payment in March2015. You state that when you called in to make a payment, we advised you that there would be a $15.00processing fee, and that we denied you the option to make a payment without afee. You state this is a trick toprovide you with more debt, and you mention that the Bank allows you to order from other catalogs. You sawyour balance was at $271.00 and began calling to verify the balance. You state that you were not allowed togo above your $250.00 credit limit. You also received a latter from Palm Beach Jewelry, indicating they werenot able to process an order. You would like the account to be closed, and to not pay more than you owe.After speaking to you on June 18, 2015, you advised that you did not want to discuss this matter by phone.Please be assured that I have researched our records and I am happy to share my findings with you.Our research shows these are the following transactions that were posted to your Woman Within@ account:(Revdex.com Note: Chart with table of dates, transaction types, items and amounts not able to be copied into this communication - please refer to original letter from the business, enclosed with this correspondence.) When a customer orders merchandise from Woman Within®, the account is charged for the cost of themerchandise sales tax (if applicable) and shipping and handling. When the merchandise is returned, theaccount is credited for the merchandise and the applicable sales tax. Woman Within does not refund shippingand handling charges. In addition, if the provided return label is used to return the package, the return labelis charged to the Woman Within® account.Bank records indicate billing statement was sent to you on February 5, 2015. This billing statement includedseveral purchases.The first purchase placed on January 13, 2015, posted to the account on January 14, 2015, totaled $153.96,and is detailed in the above chart. We confirmed with FedEx that the first purchase was delivered on January17, 2015, at 8:56 am. This order was charged shipping and handling and a coupon was used for a free gift.The second purchase placed on January 18, 2015, posted to the account on January 19, 2015, totaled $59.97,and is also detailed in the above chart. We have confirmed with the USPS that the second purchase wasdelivered January 24, 2015, at the front door porch at 1:44 pm. This order was charged shipping and handlingand a coupon used was used for a free gift.The third purchase placed on January 25, 2015, posted to the account on January 26, 2015, totaled $37.98,and is also detailed in the above chart. We have confirmed with FedEx that the third purchase was deliveredon February 20, 2015, at 10:19 am. No coupon was provided for this order.On February 2, 2015, Woman Within® received your return for a cornflower blue pullover and a black pullover,which provided you with a credit $46.99 which posted to your account on February 2. 2015. On February 2,2015, there was also an additional charge of $7.50 for using the return label.Bank records indicate that you did not return the navy mules, navy coat. or the lavender 2PC set pajamas.This statement including these purchases. dated February 5, 2015, had an ending balance of $212.42 with aminimum payment of $20.00 due by March 3, 2015.A billing statement was sent to you on March 6, 2015. This billing statement included several purchases.The first purchase posted on February 4, 2014, from Palm Beach Jewelry and was made for a total of $19.07,and is detailed in the above chart.The second purchase placed on February 9, 2015, which posted to the account on the February 10, 2015, wasmade for a total of $14.98, and is also detailed in the above chart. On March 3, 2015, Woman Within®received your exchange for the aqua plaid slippers which provided you with a $6.99 credit and a charge of$6.99, when the slippers were reissued. For this purchase, you requested express shipping which is anadditional charge that is not covered by the promotion code for free shipping.Since no payments were received by the previous due date of March 3, 2015, a late fee of $20.00 and afinance charge of $5.32 were assessed to the account balance. This statement had an ending balance of$271.79 with a minimum payment of $23.01 due by April 3, 2015.A billing statement was sent to you on April 7, 2015. This statement included your payment of $30.00. It alsoincluded a late fee credit of $20.00 and a finance charge credit of $5.32.On March 19, 2015, Woman Within® received your return for the aqua plaid slippers, which provided you with acredit $6.99. On March 19, 2015, there was also an additional charge of $.750 for using the return label.On March 21, 2015, an order from Palm Beach and was made for a total of $14.10. and is detailed in the abovechart.On March 29, 2015, a purchase, which posted to the account on March 31, 2015, was made for a total of$15.98, and is detailed in the above chart. We have confirmed with the USPS that this purchase was deliveredApril 6, 2015 at 12:59 pm, in/at the mailbox. No coupon was provided for this order.This statement had an ending balance of $252.02 with a minimum payment of $20.00 due by May 3, 2015.A billing statement was sent to you on May 21, 2015. Since no payments were received by the previous duedate of May 3, 2015, a finance charge of $7.71 was assessed to the account balance. This statement had anending balance of $259.73 with a minimum payment of $20.00 due by June 16, 2015.As of the date of this letter, your account balance is $265.13. This balance is from the navy mules, navy coat,lavender 2PC set pajamas, December bracelet birthstone, and your two orders from Palm Beach Jewelry thathave not been returned, and that were delivered to the address above, along with fees due to non-payment.Please note that we found no errors of the balance within our research of your account. Please keep in mind,when payments are not received, are received after the due date, or are made for less than the minimumrequired, the account will be assessed a late fee and finance charge, as explained in the Credit CardAgreement. Also if the new balance shown on your last statement isn't paid in full by the Payment Due Dateshown on your last statement, there will be an interest charge on each purchase from the date of purchase. I have enclosed copies of the billing statements which show the account activity that comprised the accountbalance. I have also enclosed a copy of the Credit Card Agreement for your records.Please also understand that BrylaneHome, Jessica London®, KingSizeB, Roaman's®Full Beauty(previously OneStopPlus.corn), and Woman Within® allow cross shopping. This means that Items ordered from one retailer may be charged to any of the listed credit cards. For instance, a Woman Within® catalog purchase may be charged to the Roaman's®credit card account and vice versa.I reviewed the telephone calls referenced. On April 27, 2015, you called the Bank to make a payment usingyour Net-10 card at which time the telephone payment fee of $15.00 was disclosed. The associate offered towaive the fee as a courtesy but you didn't make the payment because you wanted to call back on the third.Your account was noted. On May 1, 2015, you called the Bank to have the payment processed and you wereadvised of the telephone payment fee, which our associate was unwilling to waive, as a result of not reviewingthe previous note. As such, you did not make the payment. We sincerely apologize for this situation and thatyour third party purchase was declined. It is never the Bank's intention to cause a customer a hardship.In order to provide the best customer service possible, please note the following ways in which payments maybe made, and you may choose a payment method that is right for you.Mail: Send your payment and payment coupon in the envelope that came with your billing statement. Werecommend allowing a week for the payment to arrive. If you're a paperless customer, print out a payment stubon the online account management site so your payment is processed as quickly as possible.Need to rush a payment?If you need to make a payment today, you may call us at the phone number on the back of your billingstatement to speak to a customer care representative. A $15.00 fee applies to same-day payments made withthe representative.We are sorry you wish to close your Woman Within® account, as you are a valued customer. As requested,the account was closed on June 17, 2015. In the interest of customer service, we have issued a credit of$20.00.If you have further questions regarding the charges and credits applied to your account, please contact WomanWithin at ###-###-####.If you have further questions regarding the charges from Palm Beach Jewelry, please contact them at (800)767-5612.You are a valued customer and we apologize for any confusion or frustration this matter has caused you.Should you have any further questions regarding your account, please contact me at ###-###-####, ext.[redacted] (TDD/TTY ###-###-####). It is often easier to resolve a matter, if we can discuss it. Please contactme if you feel this matter has not been properly resolved. I will be happy to assist you.Sincerely,Amanda R**
[redacted]
Dear Mr. [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Eddie Bauer® credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you placed a mail order sale in the amount of $129.99 and returned the merchandise. You state that you have the tracking number for this returned merchandise and you do not understand your balance of $275.52. You are requesting a full refund in the amount of $275.52. I am happy to share my findings. Our records indicate that the situation referenced in your complaint has already been investigated, and we have previously responded to you. A copy of our previous response, dated October 22, 2015, is enclosed for your reference. Additionally, after reviewing the account further I find that a purchase of $275.52 via mail order was placed on your account on August 16, 2015. Our records do not indicate a purchase of $129.99 was placed on your account. Please understand that Comenity Bank and Eddie Bauer® are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. Eddie Bauer® is responsible for handling matters related to sales, merchandise processing, returns and shipping. We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions about your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Renee S[redacted]
Dear Revdex.com,Comenity Bank received the complaint for [redacted]. In order to properly research this complaint, we require additional time to complete our investigation. We would like a due date extension. Please let me know if this extension is not approved. Thank you,[redacted]...
[redacted]Office: ###-###-####[redacted]
February 10, 2017 [redacted] RE: Unwanted Calls Revdex.com Complaint ID #11977219 Dear Cheri P[redacted]: Comenity Bank (Bank) has received your correspondence. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please refer to the previous letter sent February 9, 2017. We understand that you do not believe adding “do not call’ on the telephone number ending in 9951 will resolve this matter. Please understand that the account that your phone number was applied to cannot be deleted from our database. As stated in the previous letter the calls placed to the telephone number were attempts to contact one of our customers regarding a business matter. We will no longer be making calls to the telephone number ending in 9951. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, [redacted]
[redacted] [redacted]
Dear [redacted] I am writing in response to your letter from April 6, 2016 and I was told by a community bank associate. When I called on April 1, 2016 and they advisedto send a letter requesing the removal o account. Since it was removed from my Transunion credit report back in May 26,2015 which your company reported to remove to only transunion. How can it be removed one one credit report and remain on the other two. Please check your files for the removed with Transunion the original dispute complaint was on April 27, 2015 and removed from my report May 26, 2015. Please see the attachment. Thank you. [redacted]
Thank you for contacting the Revdex.com, regarding the above-referenced account. Comenity Bank issues BEDFORD FAIR credit card accounts, and we are here to help with all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity...
to assist you. You state although you returned everything to Bedford Fair a long time ago, you are receiving telephone calls saying you owe money. You further state the representatives were very unprofessional when they called, and you have proof that you have returned everything. You are requesting the calls be stopped, and the account balance to be credited. We sincerely apologize for any inconvenience or frustration this matter may have caused you. Comenity Bank and Bedford Fair are two separate entities. Comenity Bank is responsible for addressing questions related to BEDFORD FAIR credit card accounts, while Bedford Fair is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. Please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, sales tax (if applicable), as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise and sales tax 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. When an account is delinquent, we will make attempts to contact the customer regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, we may call until our attempt to communicate is successful. You should no longer be receiving phone calls at the telephone numbers ending in [redacted], [redacted], or [redacted], as we have marked these numbers with “Never Call” instructions. Please also keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account may be assessed a late fee, pursuant to the terms and conditions of the Credit Card Agreement. On June 25, 2016, a purchase of $209.81 posted to the account. This order consisted the following items: 3 BFA Pearlized Button Twinsets at $51.29 each, and 1 BFA Crochet Detail Top at for $35.99, and a shipping and handling charge of $19.99. On September 1, 2016, a return credit of $179.83 posted to your account. This credit included a charge of $9.99 for one Smart Label fee. Please be assured Bedford Fair issued a credit of $29.98 to remove the initial shipping fee and Smart Label fee. In the interest of customer service, the Bank has issued credits totaling $111.07 to remove the previously assessed late fees and finance charges. As of today’s date, your account balance is zero. Notification has been sent to the national credit-reporting agencies, regarding the above-referenced account, with instructions to remove the negative payment information from your credit bureau report. Please allow the credit-reporting agencies 45 days to update this information in their records. We have reviewed the issues in your complaint, as well as the applicable phone conversations. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. We hope you find this information helpful. If you have any questions or need additional assistance, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Laura R[redacted] Consumer Relations Specialist CC: Revdex.com
Dear [redacted]:
We received the inquiry you sent to the Revdex.com (Revdex.com), regarding the above-noted account. Your inquiry was forwarded to Comenity Bank. Comenity Bank issues the Younkers credit card, and we are here to help answer your account-related questions. I appreciate...
the opportunity to assist you with your concerns.
We understand from your correspondence to the Revdex.com that you were assessed a late fee of $37.00 after making two payments of $40.00 on May 26, 2016, and June 9, 2016. You believe these two payments should have covered the minimum payment of $49.00 which was due by June 21, 2016.
We understand your concerns and would like to provide you with the following information. On April 25, 2016, Comenity Bank generated a statement showing a balance of $1,473.74, with a minimum payment of $57.00 due by May 21, 2016. Our records reflect three payments of $40.00 each were received within this billing cycle on April 28, 2016, May 12, 2016, and May 26, 2016.
On May 26, 2016, the Bank generated a new statement reflecting a balance of $1,384.35, with a minimum payment of $49.00 due by June 21, 2016. Bank records indicate we received the following payments; $40.00 on June 9, 2016, and $40.00 on June 23, 2016. Since the full amount of $49.00 was not received by the June 21, 2016, due date, your Younkers account was assessed a late fee of $37.00.
Please understand that you are required to pay at least the minimum due indicated on your statement each month. Any amount paid in excess of the minimum due will be credited to your balance for the billing period in which that payment is received. Additionally, please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Enclosed are copies of your billing statements for April through July 2016.
You are a valued customer and we appreciate your business. Please be assured, as a courtesy, we have credited the late fee of $37.00.
We appreciate your continued patronage with Younkers and hope you find this information helpful. If you have any further questions about this account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.
Sincerely,
Jack C[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]
Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank issues the OLD PUEBLO TRADERS® credit card. We are here to answer your questions and assist with your concerns. You state in May 2016 you ordered...
three pairs of shoes from Old Pueblo Traders, and you were talked in to joining a rewards club, which you were told that you could cancel any time. Although you paid the first one on June 28, 2016, and you wrote cancel above the bill that you sent back, you continued to receive monthly billing statements. You further state that each time you received a statement, you called and told them to cancel. You are requesting this be cancelled, and for no further bills to be sent. We sincerely apologize for any inconvenience or frustration this matter may have caused you. We have reviewed your account, and we are happy to share our findings. Please note that Old Pueblo Traders, and Comenity Bank are separate entities. The Bank issues and is responsible for addressing questions related to OLD PUEBLO TRADERS® credit card accounts. Old Pueblo Traders is responsible for handling matters related to sales, merchandise processing, returns and shipping. Old Pueblo Traders VIP Plus program is an optional service offered through Old Pueblo Traders. This program offers a special introductory price of $1.99 for the first 30 days, and if the customer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the account each month. Cancellation may be made at any time with no further obligation. Our records indicate that the above-referenced account was charged for two Old Pueblo Traders VIP Plus membership fees at $14.97 each and one introductory charge of $1.99. On August 2, 2016, the Old Pueblo Traders VIP Plus membership was cancelled, and two credits of $14.97 each posted to the account on August 30, 2016. On December 21, 2016, an additional credit of $1.99 was issued to remove the introductory charge. In the interest of customer service, the Bank has issued additional credits totaling $56.94 to remove the previously assessed late fees and finance charges. Because the credits result in a credit balance of $16.96, we are issuing a refund check of $16.96 to you. Please allow 14 business days to receive the refund check, as it is being send in a separate mailing. Please be assured, no negative payment information was reported to the national credit-reporting agencies as a result of this matter. Although the Old Pueblo Traders VIP Plus program has been cancelled, the above-referenced credit card account is open. If you are requesting to have the above-referenced account cancelled, please contact me at the telephone number listed below. I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely,
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer your questions. The complaint was forwarded to my attention, and I appreciate the...
opportunity to address your concerns.We understand the concerns expressed in the complaint regarding the negative information reporting to your credit file, and the request to have this information removed as you are trying to refinance your house. You were originally not aware of this account until you were contacted by the Bank in which you paid the balance and requested the account to be closed. You sent a letter in May 2016 asking the Bank to remove the August and September 2015 delinquencies from your credit file. Your wife also recently spoke to the Bank and was advised that you could call and make the request. You called and were advised that the Bank would not be willing to make the changes. You state that you have been given conflicting information, and it is your hope that we remove the late payments so you can move forward with the refinance.The Bank previously received your written request to remove the delinquencies; however, we were not asked to close the account. A response was sent to you on June 2, 2016, which indicated that the information reported was accurate.Please be assured however, that we reviewed the applicable telephone calls, and we found that you and your wife were provided with incorrect information. It is never the Bank’s intention to cause a customer a hardship. We sincerely apologize for the frustration and inconvenience you experienced because of this matter. We can assure you that the Bank has taken the necessary steps to coach the associates.In the interest of customer service, we have sent notification to the national credit-reporting agencies with instructions to delete the August and September 2015 late payments from your credit file. Please allow the credit-reporting agencies 45 days to update their records.Additionally, we have closed the account as requested.We hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Shawnda Y[redacted]