Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns.You state that you are rejecting the Bank’s response dated June 30, 2017, as you and your spouse are not, and have never been, customers of the Bank. You further state the Bank should find who the account belongs to, as it does not belong to you or your spouse.Please be assured, on June 30, 2017, notification was sent to the credit reporting agencies with instructions to remove the above-referenced account from your credit bureau report.If you feel that an account may have been opened fraudulently, we suggest that you contact the Bank’s Account Protection (Fraud) team at ###-###-####.If you or your spouse believe you have been a victim of identity theft, or there was an attempted identity theft using your identity, there are some steps we suggest you immediately consider taking if you have not done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditors to contact you before they open any new accounts or change your existing accounts. To do this, you can contact any one of the consumer reporting companies mentioned below. If you contact any one of them, the one you contact is required to notify the other two to place an alert on their files as well.2. Identity theft is a crime. You can file a report with your local police or the police department in the community where the crime took place. Many police departments have a special Identity Theft Report, which is a police report with more than the usual amount of detail. If the detailed Identity Theft Report is available, we recommend you obtain a copy in order to protect your rights.3. You can go to the Federal Trade Commission website on identity theft:www.ftc.gov/idtheft. It contains additional information and will refer you to resources that could be helpful in dealing with your situation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Laura R[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bank issues west elm credit card accounts, and we respond to account-relatedquestions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to respond to your concerns.We understand your concerns regarding the interest charge in the amount of $398.41 that was assessed to your account on April 27, 2015. You are asking that the $398.41 be removedfrom your account because you state you were never provided informationregarding the terms of the promotional plan from Comenity Bank or West Elm. We apologize for any inconvenience this mattermay have caused you. Our records indicate that a purchase of $2,056.85 was charged to the account on April26, 2014. The purchase was placed on a 12 month deferred interest, payment required promotional plan, scheduled to end onApril 27, 2015. As agreed at the time of purchase, no interest would be assessed to the account, should the balance bepaid in full as of the scheduled ending date. This information was provided on all billing statements in the “Details of your plans” section, that should the balance not be paid in full, accruedfinance charges dating back to the original date of purchase would be assessed to the account. On April 27, 2015, as the remaining promotional balance of $467.72 was not paid in full, a finance charge totaling $398.41 was assessed to the account. The finance charge is valid, and will not be refunded,as no banking errors were found.Please see the enclosed copies of your billing statements for your review. We have also enclosed a copy of the CreditCard Agreement; please refer to section D, titled “Interest, fees and charges” for more information regarding promotional plans.We hope this information is helpful. Should you have any other questions or concerns regarding this account, please feelfree to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Ashley H[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Comenity Bank issues BrylaneHome® accounts, and we are here to help answerall account-related questions. Your complaint was forwarded to my attention for review, and Iappreciate the...
opportunity to assist you.We understand from your complaint that you had this account for a few years and you noticedyour balance was not going down. You decided to check your statements and found unauthorizedcharges from Account Assure. You canceled the service via the automated system. You arerequesting a full refund dating back to the day the charges first began.Please note Comenity Bank and Account Assure are two separate entities. The Bank issues andis responsible for addressing questions related to your credit card account. Account Assure isresponsible for handling matters regarding Account Assure fees, claims, and benefits.Our records indicate that you elected to enroll in Account Assure on February 7, 2012. Themonthly fee for Account Assure was based on the outstanding monthly balance of yourBrylaneHome® account each month. The monthly fee was $1.99 per $100.00 of the outstandingbalance. If there was no balance at billing, there was no charge. On September 2, 2016, yourenrollment in Account Assure was cancelled, per your request.Please be assured that credits totaling $149.59 have been issued to your account for the AccountAssure. Additionally, a credit of $3.29 has been issued to credit finance charges added to theaccount because of the Account Assure charges. As of the date of this letter, the BrylaneHome®account balance is $159.40.We value our customers and hope the information provided is helpful. If you have any furtherquestions or concerns regarding the account, please contact me at ###-###-####, ext.[redacted] I will be happy to assist.Sincerely,Amanda R**
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me; however it is possible that there may be two deliquency reports on my credit report. I would appreciate it if you could removed both deliquencies if there are in fact two.
Regards, [redacted]
Dear [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Dots 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 are receiving calls from Comenity Bank stating that you owe $260.00. You state that you have paid the balance, and that you were advised bank fees would be removed. We further understand you believe the account balance is all fees. You are requesting that the account be closed with a zero balance. I am happy to share my findings with you. I listened to the calls in question and during two of the calls you stated that you did not work due to being a college student, and therefore were unable to make a payment. During the call that was placed to you on April 17, 2015, you advised the representative that you did not feel that you owed the money due to being advised that the fees would be removed and they were not. At that time the representative advised you that you successfully completed the Banks Hardship program on August 24, 2014, and all late fees were removed at that time; but there was a balance left on the account in the amount of $65.00. As the Bank never received any payment towards this balance more late fees and finance charges were assessed to the account. The representative advised you at that time that if you would be willing to make a payment that he would split the balance with you, which means if you would make a payment of $130.00 he would remove the remaining balance. At that time you advised the representative that you had filed a dispute. After a thorough review of the account, our records indicate that the account was closed by the Bank on June 11, 2014. On April 22, 2015, the account was written off and reported to the national credit bureaus as an unpaid debt. This will stay on your credit bureau for seven years. As of the date of this letter, the balance on the account is $265.62. As your account was issued credits for Bank fees previously, please understand that we are unwilling to credit your account any additional late fees or finance charges at this time. The account is currently being managed by Comenity Bank’s Recovery department. If you would like to discuss payment options, please contact them directly, toll free, at ###-###-#### (TDD/TTY ###-###-####). I hope this information is helpful. Should you have additional questions, please contact our Recovery Department at the telephone number provided. They will be happy to assist you. Sincerely, [redacted] Consumer Relations Specialist
Dear Ms. [redacted] Thank you for contacting Comenity Capital Bank, regarding the above-referenced account. As the bank that issues HSN credit card accounts, we are here to assist with all account-related questions. Your complaint, addressed to the Better Business...
Bureau, was forwarded to my attention for review. I appreciate the opportunity to respond to your concerns. We understand from your complaint that you ordered three Wolfgang Puck 18 piece cookware sets from HSN in December 2014. Upon delivery of the merchandise, you contacted HSN regarding the products not performing as advertised, and at that time, you were advised to return the merchandise. You state that you returned two of the three cookware sets, at different times, and that you received notification via e-mail that both sets were received by HSN. We further understand that you are continuing to receive billing statements from Comenity Capital Bank for the returned merchandise, and that you spoke with an HSN representative regarding some type of credit, but you did not understand what the credit entailed. You are requesting the Bank stop sending billing statements for merchandise that you no longer have. We understand your concerns, and sincerely apologize for any frustration or inconvenience this matter may have caused. Please understand that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible for addressing questions related to the credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shipping. After a thorough investigation, our records indicate that you elected to place three Wolfgang Puck 18 piece cookware sets on six equal Flex Payment plans. These payments were applied to your HSN account as followed: Flex Payments 1 of 6 for $47.35 on December 6, 2014, Flex Payments 2 of 6 for $33.32 on January 5, 2015, Flex Payments 3 of 6 for $33.32 on February 4, 2015, Flex Payments 4 of 6 for $33.32 on March 6, 2015, Flex Payments 5 of 6 for $33.32 on April 5, 2015, and Flex Payments 6 of 6 for $33.32 on May 5, 2015. Our records further indicate on January 15, 2015, credits of $47.35 and $33.32 for Flex Payment 1 of 6 and Flex Payment 2 of 6 were applied to the account, for one of two returned cookware sets. Please note, when a customer orders merchandise from HSN, the account is charged for the cost of the merchandise, sales tax (if applicable), and shipping and handling. When the merchandise is returned within HSN’s return policy guidelines, the HSN account is credited for the merchandise and the applicable sales tax. On your behalf, we contacted HSN and they confirmed the receipt of two returned Wolfgang Puck 18 piece cookware sets: order #[redacted]3 was received on January 15, 2015, and order #[redacted] was received on May 8, 2015. Please note, order #[redacted] was received outside of HSN’s 30-day return policy; however, HSN agreed to accept the returned cookware set and issued a credit of $213.95 to the account on July 8, 2015. Although the Bank finds no billing errors, in the interest of customer service, we have issued credits totaling $127.06, for the previously assessed Bank fees. Additionally, notification has been sent to the national credit-reporting agencies with instructions to remove the reported delinquency for June 2015, from your credit file. Please allow up to 45 days for this information to be updated in their records. As of the date of this letter, your HSN account balance is zero. We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, [redacted]Consumer Relations Specialist
Dear Mr. [redacted]Thank you for contacting Comenity Bank. We issue multiple retail credit card accounts, and arehere to help with your questions. The Revdex.com forwarded your complaint to myattention and I appreciate the opportunity to respond to your concerns.Please accept our deepest...
apology for any frustration that you may have experienced regardingthe telephone calls that you have received from Comenity Bank. Please be advised that thetelephone calls being made were attempts to contact a customer regarding a personal businessmatter.If you would like to provide more information as to how you would like this matter to be handled,I may be able to assist you.We hope you find this information helpful. If you have any additional questions or concernsplease contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I willbe happy to assist you.Sincerely,Amanda [redacted]
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 until 07/05/2017. Please let me know if this extension date is not approved.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding your Peeblescredit card account. Cornenity Bank issues Peebles credit cards, and we respond to allaccount-related questions and concerns. Your complaint was fowarded to my attention, and Iappreciate the...
opportunity to assist you.We understand from your complaint, you did not receive a monthly billing statement, and youwere unable to secure a payment for your Peebles credit card account via online or in store at aPeebles retail location. Due to matters with your mother's health, you lost track of time, andsecured a late payment over the phone. As a result, you received a 30-day delinquency on yourcredit bureau report, which resulted in your credit score declining from 735 to 680.You are requesting Cornenity Bank remove the delinquent notification from your credit bureaureport.We apologize for any frustration or inconvenience you may have experienced regarding thismatter and we are truly sorry to hear about your mother. It is our hope that all is well.Please be advised, in the interest of the customer service, the payment history for the month ofJune 2015 has been updated on your Peebles credit card account. Please allow the creditreporting agencies 45 days to update their records.Should you have any further questions or concerns, please contact me at ###-###-####, ext[redacted] (TDD/TTY ###-###-####). 1 will be happy to assist you.Sincerely Geanine M[redacted]
Dear Ms. [redacted]:
Thank you for contacting Comenity Bank. As the bank that issues Victoria’s Secret Angel
credit card accounts, we are here to answer account-related questions. Your complaint submitted to the RevDex.com was forwarded to my attention for review. I...
appreciate the opportunity to assist Your complaint states that you had issues
paying your bill due to unemployment; however, you paid the balance in 2008,
and closed the account. In November 2015,
you received calls from collection agencies which were rude and you were hung
up on before speaking to anyone. So much
time has passed that you no longer have proof you paid the account balance in
full.
Furthermore, you state that you paid another
$120.00 to settle the account, and never got a confirmation letter. After attempting to call the collection
agency for a copy of the letter the number no longer worked. On March 21, 2016, you received another call
from a different collection agency and you were told that you owed more than
$500.00. After advising them that you
refuse to pay, and that you were calling the police, you were hung up on. You would like to be refunded the $120.00 you
paid in November 2015 and you never want to be contacted again by Victoria’s
Secret or any associated parties.
Please find a summary of your account
below. I have enclosed a copy of the
account Credit Card Agreement (CCA). The
Bank is required to keep records on file for a period of time applicable by law. As this timeframe has expired, we are unable
to provide you with billing statement copies.
Please note that use of the account or failure to close the account
within 30 days of receiving the CCA indicates acceptance of the terms of the
agreement, including the assessment of any finance charges and fees.
In addition, Comenity Bank has no record that
you paid the last charge in 2008 or that you closed the account. If you have record of sending this payment,
such as a front and back copy of the cashed check or a valid bank statement showing
the payment was withdrawn from your checking account, we would be happy to
research this further. This
documentation can be sent to the address noted above, or you may send a fax to
###-###-####.
Additionally, as the payment for $120.00 was made
after the account was transferred, Comenity Bank would have no record of this
payment and is unable to refund this amount to you. You would need to contact the collection
agency you paid, and further dispute the payment with them directly.
We apologize for any confusion or
inconvenience this matter may have caused you.
If you have any further questions or concerns, please contact NCO at the
number provided. They will be happy to
assist you.Sincerely,Shawnda Y[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 (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Avenue credit card. We are here to answer your questionsand assist with your concerns.We previously received and responded to your correspondence submitted to the ConsumerFinancial...
Protection Bureau regarding this same matter. Please find enclosed a copy of ourresponse dated July 14, 2017.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,Diamond L[redacted]Compliance Dept. – Consumer Responses
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Lane Bryant credit card. We are here to answer your questions and assist with your concerns. We understand from your additional complaint that you did not receive the billing statements from August through November 2016. You state you were not aware there was a balance until you tried to use the card in November, and were informed the account was suspended. You contacted the Bank, and were informed that a letter would be sent regarding the status of the account and the dispute; however, you did not receive the letter dated December 6, 2016, and received another statement with a late fee. You don’t understand how an electronic bill payment withdrawal on July 29, 2016, did not post until August 9, 2016, or why the representative did not ask if you wanted to settle the account in November 2016. I am happy to share my findings. Bank records indicate that the billing statements were delivered. Additionally, the Bank has no record of any correspondence being returned as undeliverable. You may wish to advise your local post office of the issue with your mail delivery. As advised in the prior correspondence, you contacted the Bank on November 29, 2016, and a dispute was submitted on your behalf. You did not request to settle the account; however, you requested to have the fees removed. Please note that payments are posted to the account on the date they are received. The payment of $14.99 was not received until August 9, 2016. We understand your concern regarding your credit report. We have verified we are reporting the account correctly to the credit reporting agencies as we are required by law. 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, Kaija M[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues HSN credit cards. We are here to answer your questions and assist with your concerns. We understand from your complaint that you applied for the HSN...
credit card to receive a discount on your purchase. You state you gave HSN your debit/credit card information for the purchase. You state that you made all of your remaining flex payments over two days in January 2017, directly to HSN. When you received your bills from Comenity Capital Bank, you thought your flex payments had been made. When you contacted the Bank you were advised that you had not made any payments. You are requesting that all late fees and finance charges be removed, as you were not aware that the initial purchases would be applied to the HSN credit card account. We apologize for the inconvenience this matter may have caused you. Please note that Comenity Capital Bank and HSN are two separate entities. The Bank issues and is responsible for addressing questions related to the HSN credit card account. HSN is responsible for handling matters related to sales, merchandise processing, returns, shipping, and FlexPay payment plans. When a HSN credit card is opened the initial charge is applied to the HSN credit card to take advantage of any discounts or promotions. Comenity Capital Bank’s only involvement in FlexPay payment plans is to process the charges that are billed to the HSN credit card account. Our records indicate the HSN account was charged $64.15 on November 27, 2016, for a Polaroid E53H Dashcam. On November 29, 2016, your account was charged $94.70 for the initial FlexPay payment, for the HP 19 Intel 4GB/1TB, payment 1 of 6. On December 29, 2016, your account was charged for payment 2 of 6 for of $66.65. Due to the status of your HSN account as of January 2017, the remaining 4 FlexPay payments for the HP 19 Intel 4GB/1TB could not be charged to the HSN credit card account; therefore, you were billed directly from HSN. Per HSN the following payments were made directly to HSN using Mastercard ending in [redacted] for FlexPay payments for the HP 19 Intel 4GB/1TB: 1/27/2017 $66.65 3 of 6 1/27/2017 $66.65 4 of 6 1/28/2017 $66.65 5 of 6 1/28/2017 $66.65 6 of 6 On March 20, 2017, a payment of $158.85 was applied to your HSN account. This payment satisfied the purchase of $64.15 for the Polaroid E53H Dashcam and the first initial payment of $94.70 for the HP 19 Intel 4GB/1TB. You are still responsible for the balance of $66.65 for the second FlexPay payment that was billed to the HSN account on December 29, 2016. As a one-time courtesy, we have removed the previously assessed late fees and finance charges in the amount of $118.39. The current account balance on your account is $66.65. In addition, notification has been sent to the credit-reporting agency with instructions to remove the late reported information previously reported regarding your HSN account. Please allow the credit-reporting agencies 45 days to update their records. For questions regarding FlexPay payments, we suggest you contact HSN directly at ###-###-####. 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, Ashley H[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank previously issued The Limited credit card. We are here to answer your questions and assist with your concerns.Your complaint states that you did not receive credit from The...
Limited, although you returned the merchandise. You believe that you met all the requirements to file a dispute, as listed on the back of your statement; however, you were advised to contact The Limited. You are requesting the Bank to credit the account for $80.92.We apologize for the frustration and inconvenience you experienced. As a result of our investigation process, we have credited your account for the full amount of your dispute, which includes all bank fees. The credit adjustments in the amount of $84.79 will reflect on the account within the next one to two billing statements.As a result of the credits, the account will have a credit balance of $11.03. A refund check for this amount will be mailed to you under separate cover.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Shawnda Y[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
We received your additional complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Brylane Home® credit card accounts, and we are here to assist youwith all account-related questions. I appreciate the opportunity to respond to your concerns.We understand from your complaint that you have not received your fall 2014 billing statement. You are providingus with a copy of your bank statement showing an $800.00 withdrawal which you state was used to pay for themoney order you remitted as payment on your account. You did agree to pay this again, but you want a reasonas to why interest is being charged.Since you cashed the refund check that was issued in error in May 2015, the amount of the refund check wasplaced back on your account. Since payment was not received, fees were assessed. Please be advised, yourdue date is at least 25 days after the close of each billing cycle. We will not charge you interest on the balanceif you pay your entire balance by the due date each month.We are unclear as to why you are requesting copies of billing statements from the fall of 2014. However, wehave enclosed the statements from 2014 for your records.In my previous response, dated August 10, 2016, I advised that if payment of $575.00 is received within 90 daysof the receipt of the letter, the Bank would be willing to delete this account, in its entirety, from your credit bureaureport. This means we will accept the amount of $575.00, without asking for payment of the interest charges.You may mail your payments to the remittance address provided on the statements, or call me at the numberbelow to pay by telephone with a personal bank account or debit card. If you choose to mail payment, pleasenotify me when the $575.00 has been satisfied, and I will have the account removed from your credit report.If you believe you have already made payments, we recommend that you contact your money order provider forverification. If a payment is confirmed, please provide a copy of the front and back of the missing payment, andwe will be glad to update your account accordingly. Please understand that we are unable to consider a copy ofyour bank statement showing an $800.00 withdrawal as proof of payment being made to your BrylaneHome®account.I hope this information is helpful. If you have any further questions regarding your account, please contact meat (800) 675-5685, ext. [redacted] (TDD/TTY (800) 695-1788). I will be happy to assist you.Sincerely,Amanda RayConsumer Relations SpecialistCC: Revdex.com
Dear Ms. [redacted]Thank you for contacting the RevDex.com regarding the above-mentioned account.
As the bank that issues Venus credit card accounts, we are here to help
answer account-related questions. I appreciate this opportunity to respond to
your complaint. We...
understand from your complaint, you have
two credit card accounts with Comenity Bank and one account with Comenity
Capital Bank. In addition, you have been
making payments from the same account for over a year; however, recently you have
been receiving notice that your payments have been returned unpaid from your
financial institution, and that the account used to remit payment was
invalid. When calling your financial
institution to verify this situation, they advised there was no record of
Comenity Bank or Comenity Capital Bank requesting those funds. Lastly, we understand you are requesting to
have the overdraft fees credited back to your account and you are asking the
Bank contact the credit bureaus to fix your credit file.We value your business and apologize for the
inconvenience this matter may have caused you.We have reviewed the account and we are happy
to share our findings. Prior to your
recent payment, we indicate your Venus account fell four consecutive billing
cycles past due. During the time period of November 2014, through March 2015,
payments that were made were returned as invalid bank account, thus causing your Venus account to report 30,
60, and 90 days past due.Further review shows payments for $60.53 on
October 16, 2014, $30.00 on January 17, 2015, $37.00 on February 15, 2015, and
$46.00 on March 5, 2015, were returned to your account as “invalid bank account
number.” Please keep in mind, the first
three payments were entered by logging in to our Account Center portal online and
your payment of $46.00 on March 5, 2015, was processed by phone with a
collections representative. On March 21, 2015, you spoke to another Bank representative
via telephone. During this conversation
you felt that the associate who took your payment on March 5, 2015, entered the
information incorrectly and you wanted to file a dispute.On March 26, 2015, your dispute was
investigated and it was discovered, by listening to the recorded call taken
during the payment process, the bank routing number and checking account number
were entered correctly, as given by you over the phone. Therefore, Comenity Capital Bank is not at
fault for the returned payments.Comenity Capital Bank further reviewed our
records finding your banking institution informed us the routing number
[redacted] was incorrect. They then
advised us that the correct routing number was [redacted]. We may suggest confirming this with your bank
and ensure that you have the correct information on your checks.
In light of this situation, Comenity Capital
Bank did locate an error; therefore, we are willing to have the negative payment
history for December 2014 through April 2015 removed from your credit
file. Please be assured this
notification was sent to the national credit reporting agencies; however,
please allow them 45-days to update their records.In addition, we have removed $100.00 in late
fees, a non-sufficient funds fee of $25.00, and reinstated your credit limit to
$500.00.We hope you find this information
helpful. Should you have any other
questions or concerns regarding this letter, please feel free to reach me
directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); and I will
be happy to assist you further.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted]:
Thank you for contacting the RevDex.com regarding the above-mentioned accounts.
As the bank that issues Victoria’s Secret Angel and NY&C Rewards accounts,
we are here to help answer account-related questions and I appreciate this
opportunity to respond to your complaint.
We understand from your complaint, you have two
credit card accounts with Comenity Bank and one account with Comenity Capital
Bank. In addition, you have been making
payments from the same account for over a year; however, recently you have been
receiving notice that your payments have been returned unpaid from your
financial institution, and that the account used to remit payment was
invalid. When calling your financial
institution to verify this situation, they advised there was no record of
Comenity Bank or Comenity Capital Bank requesting those funds. Lastly, we understand you are requesting to
have the overdraft fees credited back to your account and you are asking the
Bank to contact the credit bureaus to fix your credit file.
We value your business and apologize for the
inconvenience this matter may have caused you.
At this time, we would like to explain our findings.
After researching your Victoria’s Secret
Angel card, Bank records indicate that in the last four months all payments have
been credited and they were not returned unpaid.
Regarding your NY&C Rewards credit card
account, our records indicate a balance of $260.88.
Further records show on November 2, 2014, a
billing statement was mailed to the address above requesting a minimum payment
of $25.00 by November 28, 2014. On November
28, 2014, a payment was received via our Account Center, at which time you logged
in at 9:22 p.m. Eastern Time (ET), manually entering the payment details. Please keep in mind on-line payments entered
after 6:00 p.m. ET will be credited to your account the next day (November 29,
2014).
Your payment was returned on December 4, 2014,
as “invalid bank account number” entered.
As a result, Comenity Bank debited your account for the $25.00 payment since
funds were not received from your financial institution; however, no
insufficient funds fee was charged to your account.
Furthermore, Bank records indicate we had not
received payment from December 2, 2014, through February 2, 2015; causing your
account to fall two consecutive billing periods past due, and it was reported to the national
credit-reporting agencies as 60-days past due.
Please keep in mind, when payments are not received by the due date,
late fees and finance charges are assessed to your account; as stated in the
Credit Card Agreement.
After a thorough review of our records, we
have determined that the Bank was not at fault for the returned payment.
Please be advised, if an incorrect routing
and/or account number are provided, your financial institution would have no
record of the attempt to withdrawal funds from your account.
Comenity Bank is required to report factual
information to the national credit-reporting agencies. We find that the
information reported is correct; as such, we are unwilling to remove the
delinquencies.
We hope you find this information helpful. Should you have any other questions or
concerns regarding this letter, please feel free to reach me directly at ###-###-####,
ext. [redacted] (TDD/TTY ###-###-####); and I will be happy to assist you
further.
Sincerely,
Comenity Bank (Bank) has received your additional correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns.You state that you are rejecting the Bank’s response dated June 30, 2017, as you and your spouse are not, and have never been, customers of the Bank. You further state the Bank should find who the account belongs to, as it does not belong to you or your spouse.Please be assured, on June 30, 2017, notification was sent to the credit reporting agencies with instructions to remove the above-referenced account from your credit bureau report.If you feel that an account may have been opened fraudulently, we suggest that you contact the Bank’s Account Protection (Fraud) team at ###-###-####.If you or your spouse believe you have been a victim of identity theft, or there was an attempted identity theft using your identity, there are some steps we suggest you immediately consider taking if you have not done so already:1. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditors to contact you before they open any new accounts or change your existing accounts. To do this, you can contact any one of the consumer reporting companies mentioned below. If you contact any one of them, the one you contact is required to notify the other two to place an alert on their files as well.2. Identity theft is a crime. You can file a report with your local police or the police department in the community where the crime took place. Many police departments have a special Identity Theft Report, which is a police report with more than the usual amount of detail. If the detailed Identity Theft Report is available, we recommend you obtain a copy in order to protect your rights.3. You can go to the Federal Trade Commission website on identity theft:www.ftc.gov/idtheft. It contains additional information and will refer you to resources that could be helpful in dealing with your situation.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Laura R[redacted]Compliance Dept. – Consumer Responses
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bank issues west elm credit card accounts, and we respond to account-relatedquestions. Your complaint was forwarded to my attention, and I...
appreciate the opportunity to respond to your concerns.We understand your concerns regarding the interest charge in the amount of $398.41 that was assessed to your account on April 27, 2015. You are asking that the $398.41 be removedfrom your account because you state you were never provided informationregarding the terms of the promotional plan from Comenity Bank or West Elm. We apologize for any inconvenience this mattermay have caused you. Our records indicate that a purchase of $2,056.85 was charged to the account on April26, 2014. The purchase was placed on a 12 month deferred interest, payment required promotional plan, scheduled to end onApril 27, 2015. As agreed at the time of purchase, no interest would be assessed to the account, should the balance bepaid in full as of the scheduled ending date. This information was provided on all billing statements in the “Details of your plans” section, that should the balance not be paid in full, accruedfinance charges dating back to the original date of purchase would be assessed to the account. On April 27, 2015, as the remaining promotional balance of $467.72 was not paid in full, a finance charge totaling $398.41 was assessed to the account. The finance charge is valid, and will not be refunded,as no banking errors were found.Please see the enclosed copies of your billing statements for your review. We have also enclosed a copy of the CreditCard Agreement; please refer to section D, titled “Interest, fees and charges” for more information regarding promotional plans.We hope this information is helpful. Should you have any other questions or concerns regarding this account, please feelfree to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Ashley H[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Comenity Bank issues BrylaneHome® accounts, and we are here to help answerall account-related questions. Your complaint was forwarded to my attention for review, and Iappreciate the...
opportunity to assist you.We understand from your complaint that you had this account for a few years and you noticedyour balance was not going down. You decided to check your statements and found unauthorizedcharges from Account Assure. You canceled the service via the automated system. You arerequesting a full refund dating back to the day the charges first began.Please note Comenity Bank and Account Assure are two separate entities. The Bank issues andis responsible for addressing questions related to your credit card account. Account Assure isresponsible for handling matters regarding Account Assure fees, claims, and benefits.Our records indicate that you elected to enroll in Account Assure on February 7, 2012. Themonthly fee for Account Assure was based on the outstanding monthly balance of yourBrylaneHome® account each month. The monthly fee was $1.99 per $100.00 of the outstandingbalance. If there was no balance at billing, there was no charge. On September 2, 2016, yourenrollment in Account Assure was cancelled, per your request.Please be assured that credits totaling $149.59 have been issued to your account for the AccountAssure. Additionally, a credit of $3.29 has been issued to credit finance charges added to theaccount because of the Account Assure charges. As of the date of this letter, the BrylaneHome®account balance is $159.40.We value our customers and hope the information provided is helpful. If you have any furtherquestions or concerns regarding the account, please contact me at ###-###-####, ext.[redacted] I will be happy to assist.Sincerely,Amanda R**
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me; however it is possible that there may be two deliquency reports on my credit report. I would appreciate it if you could removed both deliquencies if there are in fact two.
Regards, [redacted]
Dear [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues Dots 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 are receiving calls from Comenity Bank stating that you owe $260.00. You state that you have paid the balance, and that you were advised bank fees would be removed. We further understand you believe the account balance is all fees. You are requesting that the account be closed with a zero balance. I am happy to share my findings with you. I listened to the calls in question and during two of the calls you stated that you did not work due to being a college student, and therefore were unable to make a payment. During the call that was placed to you on April 17, 2015, you advised the representative that you did not feel that you owed the money due to being advised that the fees would be removed and they were not. At that time the representative advised you that you successfully completed the Banks Hardship program on August 24, 2014, and all late fees were removed at that time; but there was a balance left on the account in the amount of $65.00. As the Bank never received any payment towards this balance more late fees and finance charges were assessed to the account. The representative advised you at that time that if you would be willing to make a payment that he would split the balance with you, which means if you would make a payment of $130.00 he would remove the remaining balance. At that time you advised the representative that you had filed a dispute. After a thorough review of the account, our records indicate that the account was closed by the Bank on June 11, 2014. On April 22, 2015, the account was written off and reported to the national credit bureaus as an unpaid debt. This will stay on your credit bureau for seven years. As of the date of this letter, the balance on the account is $265.62. As your account was issued credits for Bank fees previously, please understand that we are unwilling to credit your account any additional late fees or finance charges at this time. The account is currently being managed by Comenity Bank’s Recovery department. If you would like to discuss payment options, please contact them directly, toll free, at ###-###-#### (TDD/TTY ###-###-####). I hope this information is helpful. Should you have additional questions, please contact our Recovery Department at the telephone number provided. They will be happy to assist you. Sincerely, [redacted] Consumer Relations Specialist
Dear Ms. [redacted] Thank you for contacting Comenity Capital Bank, regarding the above-referenced account. As the bank that issues HSN credit card accounts, we are here to assist with all account-related questions. Your complaint, addressed to the Better Business...
Bureau, was forwarded to my attention for review. I appreciate the opportunity to respond to your concerns. We understand from your complaint that you ordered three Wolfgang Puck 18 piece cookware sets from HSN in December 2014. Upon delivery of the merchandise, you contacted HSN regarding the products not performing as advertised, and at that time, you were advised to return the merchandise. You state that you returned two of the three cookware sets, at different times, and that you received notification via e-mail that both sets were received by HSN. We further understand that you are continuing to receive billing statements from Comenity Capital Bank for the returned merchandise, and that you spoke with an HSN representative regarding some type of credit, but you did not understand what the credit entailed. You are requesting the Bank stop sending billing statements for merchandise that you no longer have. We understand your concerns, and sincerely apologize for any frustration or inconvenience this matter may have caused. Please understand that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible for addressing questions related to the credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shipping. After a thorough investigation, our records indicate that you elected to place three Wolfgang Puck 18 piece cookware sets on six equal Flex Payment plans. These payments were applied to your HSN account as followed: Flex Payments 1 of 6 for $47.35 on December 6, 2014, Flex Payments 2 of 6 for $33.32 on January 5, 2015, Flex Payments 3 of 6 for $33.32 on February 4, 2015, Flex Payments 4 of 6 for $33.32 on March 6, 2015, Flex Payments 5 of 6 for $33.32 on April 5, 2015, and Flex Payments 6 of 6 for $33.32 on May 5, 2015. Our records further indicate on January 15, 2015, credits of $47.35 and $33.32 for Flex Payment 1 of 6 and Flex Payment 2 of 6 were applied to the account, for one of two returned cookware sets. Please note, when a customer orders merchandise from HSN, the account is charged for the cost of the merchandise, sales tax (if applicable), and shipping and handling. When the merchandise is returned within HSN’s return policy guidelines, the HSN account is credited for the merchandise and the applicable sales tax. On your behalf, we contacted HSN and they confirmed the receipt of two returned Wolfgang Puck 18 piece cookware sets: order #[redacted]3 was received on January 15, 2015, and order #[redacted] was received on May 8, 2015. Please note, order #[redacted] was received outside of HSN’s 30-day return policy; however, HSN agreed to accept the returned cookware set and issued a credit of $213.95 to the account on July 8, 2015. Although the Bank finds no billing errors, in the interest of customer service, we have issued credits totaling $127.06, for the previously assessed Bank fees. Additionally, notification has been sent to the national credit-reporting agencies with instructions to remove the reported delinquency for June 2015, from your credit file. Please allow up to 45 days for this information to be updated in their records. As of the date of this letter, your HSN account balance is zero. We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely, [redacted]Consumer Relations Specialist
Dear Mr. [redacted]Thank you for contacting Comenity Bank. We issue multiple retail credit card accounts, and arehere to help with your questions. The Revdex.com forwarded your complaint to myattention and I appreciate the opportunity to respond to your concerns.Please accept our deepest...
apology for any frustration that you may have experienced regardingthe telephone calls that you have received from Comenity Bank. Please be advised that thetelephone calls being made were attempts to contact a customer regarding a personal businessmatter.If you would like to provide more information as to how you would like this matter to be handled,I may be able to assist you.We hope you find this information helpful. If you have any additional questions or concernsplease contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I willbe happy to assist you.Sincerely,Amanda [redacted]
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 until 07/05/2017. Please let me know if this extension date is not approved.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding your Peeblescredit card account. Cornenity Bank issues Peebles credit cards, and we respond to allaccount-related questions and concerns. Your complaint was fowarded to my attention, and Iappreciate the...
opportunity to assist you.We understand from your complaint, you did not receive a monthly billing statement, and youwere unable to secure a payment for your Peebles credit card account via online or in store at aPeebles retail location. Due to matters with your mother's health, you lost track of time, andsecured a late payment over the phone. As a result, you received a 30-day delinquency on yourcredit bureau report, which resulted in your credit score declining from 735 to 680.You are requesting Cornenity Bank remove the delinquent notification from your credit bureaureport.We apologize for any frustration or inconvenience you may have experienced regarding thismatter and we are truly sorry to hear about your mother. It is our hope that all is well.Please be advised, in the interest of the customer service, the payment history for the month ofJune 2015 has been updated on your Peebles credit card account. Please allow the creditreporting agencies 45 days to update their records.Should you have any further questions or concerns, please contact me at ###-###-####, ext[redacted] (TDD/TTY ###-###-####). 1 will be happy to assist you.Sincerely Geanine M[redacted]
Dear Ms. [redacted]:
Thank you for contacting Comenity Bank. As the bank that issues Victoria’s Secret Angel
credit card accounts, we are here to answer account-related questions. Your complaint submitted to the RevDex.com was forwarded to my attention for review. I...
appreciate the opportunity to assist Your complaint states that you had issues
paying your bill due to unemployment; however, you paid the balance in 2008,
and closed the account. In November 2015,
you received calls from collection agencies which were rude and you were hung
up on before speaking to anyone. So much
time has passed that you no longer have proof you paid the account balance in
full.
Furthermore, you state that you paid another
$120.00 to settle the account, and never got a confirmation letter. After attempting to call the collection
agency for a copy of the letter the number no longer worked. On March 21, 2016, you received another call
from a different collection agency and you were told that you owed more than
$500.00. After advising them that you
refuse to pay, and that you were calling the police, you were hung up on. You would like to be refunded the $120.00 you
paid in November 2015 and you never want to be contacted again by Victoria’s
Secret or any associated parties.
Please find a summary of your account
below. I have enclosed a copy of the
account Credit Card Agreement (CCA). The
Bank is required to keep records on file for a period of time applicable by law. As this timeframe has expired, we are unable
to provide you with billing statement copies.
Please note that use of the account or failure to close the account
within 30 days of receiving the CCA indicates acceptance of the terms of the
agreement, including the assessment of any finance charges and fees.
In addition, Comenity Bank has no record that
you paid the last charge in 2008 or that you closed the account. If you have record of sending this payment,
such as a front and back copy of the cashed check or a valid bank statement showing
the payment was withdrawn from your checking account, we would be happy to
research this further. This
documentation can be sent to the address noted above, or you may send a fax to
###-###-####.
Additionally, as the payment for $120.00 was made
after the account was transferred, Comenity Bank would have no record of this
payment and is unable to refund this amount to you. You would need to contact the collection
agency you paid, and further dispute the payment with them directly.
We apologize for any confusion or
inconvenience this matter may have caused you.
If you have any further questions or concerns, please contact NCO at the
number provided. They will be happy to
assist you.Sincerely,Shawnda Y[redacted]
Good morning, An extension is needed to further research the concerns addressed in the complaint. Thank you, [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 (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Avenue credit card. We are here to answer your questionsand assist with your concerns.We previously received and responded to your correspondence submitted to the ConsumerFinancial...
Protection Bureau regarding this same matter. Please find enclosed a copy of ourresponse dated July 14, 2017.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,Diamond L[redacted]Compliance Dept. – Consumer Responses
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Lane Bryant credit card. We are here to answer your questions and assist with your concerns. We understand from your additional complaint that you did not receive the billing statements from August through November 2016. You state you were not aware there was a balance until you tried to use the card in November, and were informed the account was suspended. You contacted the Bank, and were informed that a letter would be sent regarding the status of the account and the dispute; however, you did not receive the letter dated December 6, 2016, and received another statement with a late fee. You don’t understand how an electronic bill payment withdrawal on July 29, 2016, did not post until August 9, 2016, or why the representative did not ask if you wanted to settle the account in November 2016. I am happy to share my findings. Bank records indicate that the billing statements were delivered. Additionally, the Bank has no record of any correspondence being returned as undeliverable. You may wish to advise your local post office of the issue with your mail delivery. As advised in the prior correspondence, you contacted the Bank on November 29, 2016, and a dispute was submitted on your behalf. You did not request to settle the account; however, you requested to have the fees removed. Please note that payments are posted to the account on the date they are received. The payment of $14.99 was not received until August 9, 2016. We understand your concern regarding your credit report. We have verified we are reporting the account correctly to the credit reporting agencies as we are required by law. 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, Kaija M[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues HSN credit cards. We are here to answer your questions and assist with your concerns. We understand from your complaint that you applied for the HSN...
credit card to receive a discount on your purchase. You state you gave HSN your debit/credit card information for the purchase. You state that you made all of your remaining flex payments over two days in January 2017, directly to HSN. When you received your bills from Comenity Capital Bank, you thought your flex payments had been made. When you contacted the Bank you were advised that you had not made any payments. You are requesting that all late fees and finance charges be removed, as you were not aware that the initial purchases would be applied to the HSN credit card account. We apologize for the inconvenience this matter may have caused you. Please note that Comenity Capital Bank and HSN are two separate entities. The Bank issues and is responsible for addressing questions related to the HSN credit card account. HSN is responsible for handling matters related to sales, merchandise processing, returns, shipping, and FlexPay payment plans. When a HSN credit card is opened the initial charge is applied to the HSN credit card to take advantage of any discounts or promotions. Comenity Capital Bank’s only involvement in FlexPay payment plans is to process the charges that are billed to the HSN credit card account. Our records indicate the HSN account was charged $64.15 on November 27, 2016, for a Polaroid E53H Dashcam. On November 29, 2016, your account was charged $94.70 for the initial FlexPay payment, for the HP 19 Intel 4GB/1TB, payment 1 of 6. On December 29, 2016, your account was charged for payment 2 of 6 for of $66.65. Due to the status of your HSN account as of January 2017, the remaining 4 FlexPay payments for the HP 19 Intel 4GB/1TB could not be charged to the HSN credit card account; therefore, you were billed directly from HSN. Per HSN the following payments were made directly to HSN using Mastercard ending in [redacted] for FlexPay payments for the HP 19 Intel 4GB/1TB: 1/27/2017 $66.65 3 of 6 1/27/2017 $66.65 4 of 6 1/28/2017 $66.65 5 of 6 1/28/2017 $66.65 6 of 6 On March 20, 2017, a payment of $158.85 was applied to your HSN account. This payment satisfied the purchase of $64.15 for the Polaroid E53H Dashcam and the first initial payment of $94.70 for the HP 19 Intel 4GB/1TB. You are still responsible for the balance of $66.65 for the second FlexPay payment that was billed to the HSN account on December 29, 2016. As a one-time courtesy, we have removed the previously assessed late fees and finance charges in the amount of $118.39. The current account balance on your account is $66.65. In addition, notification has been sent to the credit-reporting agency with instructions to remove the late reported information previously reported regarding your HSN account. Please allow the credit-reporting agencies 45 days to update their records. For questions regarding FlexPay payments, we suggest you contact HSN directly at ###-###-####. 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, Ashley H[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bank previously issued The Limited credit card. We are here to answer your questions and assist with your concerns.Your complaint states that you did not receive credit from The...
Limited, although you returned the merchandise. You believe that you met all the requirements to file a dispute, as listed on the back of your statement; however, you were advised to contact The Limited. You are requesting the Bank to credit the account for $80.92.We apologize for the frustration and inconvenience you experienced. As a result of our investigation process, we have credited your account for the full amount of your dispute, which includes all bank fees. The credit adjustments in the amount of $84.79 will reflect on the account within the next one to two billing statements.As a result of the credits, the account will have a credit balance of $11.03. A refund check for this amount will be mailed to you under separate cover.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Shawnda Y[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
We received your additional complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Brylane Home® credit card accounts, and we are here to assist youwith all account-related questions. I appreciate the opportunity to respond to your concerns.We understand from your complaint that you have not received your fall 2014 billing statement. You are providingus with a copy of your bank statement showing an $800.00 withdrawal which you state was used to pay for themoney order you remitted as payment on your account. You did agree to pay this again, but you want a reasonas to why interest is being charged.Since you cashed the refund check that was issued in error in May 2015, the amount of the refund check wasplaced back on your account. Since payment was not received, fees were assessed. Please be advised, yourdue date is at least 25 days after the close of each billing cycle. We will not charge you interest on the balanceif you pay your entire balance by the due date each month.We are unclear as to why you are requesting copies of billing statements from the fall of 2014. However, wehave enclosed the statements from 2014 for your records.In my previous response, dated August 10, 2016, I advised that if payment of $575.00 is received within 90 daysof the receipt of the letter, the Bank would be willing to delete this account, in its entirety, from your credit bureaureport. This means we will accept the amount of $575.00, without asking for payment of the interest charges.You may mail your payments to the remittance address provided on the statements, or call me at the numberbelow to pay by telephone with a personal bank account or debit card. If you choose to mail payment, pleasenotify me when the $575.00 has been satisfied, and I will have the account removed from your credit report.If you believe you have already made payments, we recommend that you contact your money order provider forverification. If a payment is confirmed, please provide a copy of the front and back of the missing payment, andwe will be glad to update your account accordingly. Please understand that we are unable to consider a copy ofyour bank statement showing an $800.00 withdrawal as proof of payment being made to your BrylaneHome®account.I hope this information is helpful. If you have any further questions regarding your account, please contact meat (800) 675-5685, ext. [redacted] (TDD/TTY (800) 695-1788). I will be happy to assist you.Sincerely,Amanda RayConsumer Relations SpecialistCC: Revdex.com
Dear Ms. [redacted]Thank you for contacting the RevDex.com regarding the above-mentioned account.
As the bank that issues Venus credit card accounts, we are here to help
answer account-related questions. I appreciate this opportunity to respond to
your complaint. We...
understand from your complaint, you have
two credit card accounts with Comenity Bank and one account with Comenity
Capital Bank. In addition, you have been
making payments from the same account for over a year; however, recently you have
been receiving notice that your payments have been returned unpaid from your
financial institution, and that the account used to remit payment was
invalid. When calling your financial
institution to verify this situation, they advised there was no record of
Comenity Bank or Comenity Capital Bank requesting those funds. Lastly, we understand you are requesting to
have the overdraft fees credited back to your account and you are asking the
Bank contact the credit bureaus to fix your credit file.We value your business and apologize for the
inconvenience this matter may have caused you.We have reviewed the account and we are happy
to share our findings. Prior to your
recent payment, we indicate your Venus account fell four consecutive billing
cycles past due. During the time period of November 2014, through March 2015,
payments that were made were returned as invalid bank account, thus causing your Venus account to report 30,
60, and 90 days past due.Further review shows payments for $60.53 on
October 16, 2014, $30.00 on January 17, 2015, $37.00 on February 15, 2015, and
$46.00 on March 5, 2015, were returned to your account as “invalid bank account
number.” Please keep in mind, the first
three payments were entered by logging in to our Account Center portal online and
your payment of $46.00 on March 5, 2015, was processed by phone with a
collections representative. On March 21, 2015, you spoke to another Bank representative
via telephone. During this conversation
you felt that the associate who took your payment on March 5, 2015, entered the
information incorrectly and you wanted to file a dispute.On March 26, 2015, your dispute was
investigated and it was discovered, by listening to the recorded call taken
during the payment process, the bank routing number and checking account number
were entered correctly, as given by you over the phone. Therefore, Comenity Capital Bank is not at
fault for the returned payments.Comenity Capital Bank further reviewed our
records finding your banking institution informed us the routing number
[redacted] was incorrect. They then
advised us that the correct routing number was [redacted]. We may suggest confirming this with your bank
and ensure that you have the correct information on your checks.
In light of this situation, Comenity Capital
Bank did locate an error; therefore, we are willing to have the negative payment
history for December 2014 through April 2015 removed from your credit
file. Please be assured this
notification was sent to the national credit reporting agencies; however,
please allow them 45-days to update their records.In addition, we have removed $100.00 in late
fees, a non-sufficient funds fee of $25.00, and reinstated your credit limit to
$500.00.We hope you find this information
helpful. Should you have any other
questions or concerns regarding this letter, please feel free to reach me
directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####); and I will
be happy to assist you further.Sincerely,[redacted]Consumer Relations Specialist
Dear Ms. [redacted]:
Thank you for contacting the RevDex.com regarding the above-mentioned accounts.
As the bank that issues Victoria’s Secret Angel and NY&C Rewards accounts,
we are here to help answer account-related questions and I appreciate this
opportunity to respond to your complaint.
We understand from your complaint, you have two
credit card accounts with Comenity Bank and one account with Comenity Capital
Bank. In addition, you have been making
payments from the same account for over a year; however, recently you have been
receiving notice that your payments have been returned unpaid from your
financial institution, and that the account used to remit payment was
invalid. When calling your financial
institution to verify this situation, they advised there was no record of
Comenity Bank or Comenity Capital Bank requesting those funds. Lastly, we understand you are requesting to
have the overdraft fees credited back to your account and you are asking the
Bank to contact the credit bureaus to fix your credit file.
We value your business and apologize for the
inconvenience this matter may have caused you.
At this time, we would like to explain our findings.
After researching your Victoria’s Secret
Angel card, Bank records indicate that in the last four months all payments have
been credited and they were not returned unpaid.
Regarding your NY&C Rewards credit card
account, our records indicate a balance of $260.88.
Further records show on November 2, 2014, a
billing statement was mailed to the address above requesting a minimum payment
of $25.00 by November 28, 2014. On November
28, 2014, a payment was received via our Account Center, at which time you logged
in at 9:22 p.m. Eastern Time (ET), manually entering the payment details. Please keep in mind on-line payments entered
after 6:00 p.m. ET will be credited to your account the next day (November 29,
2014).
Your payment was returned on December 4, 2014,
as “invalid bank account number” entered.
As a result, Comenity Bank debited your account for the $25.00 payment since
funds were not received from your financial institution; however, no
insufficient funds fee was charged to your account.
Furthermore, Bank records indicate we had not
received payment from December 2, 2014, through February 2, 2015; causing your
account to fall two consecutive billing periods past due, and it was reported to the national
credit-reporting agencies as 60-days past due.
Please keep in mind, when payments are not received by the due date,
late fees and finance charges are assessed to your account; as stated in the
Credit Card Agreement.
After a thorough review of our records, we
have determined that the Bank was not at fault for the returned payment.
Please be advised, if an incorrect routing
and/or account number are provided, your financial institution would have no
record of the attempt to withdrawal funds from your account.
Comenity Bank is required to report factual
information to the national credit-reporting agencies. We find that the
information reported is correct; as such, we are unwilling to remove the
delinquencies.
We hope you find this information helpful. Should you have any other questions or
concerns regarding this letter, please feel free to reach me directly at ###-###-####,
ext. [redacted] (TDD/TTY ###-###-####); and I will be happy to assist you
further.
Sincerely,
[redacted]
Consumer Relations Specialist