Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountsreferenced above. Comenity Bank issues your KingSize and Roaman's credit card accounts,and we are here to assist you with all account-related questions or concerns. I appreciate theopportunity...
to respond to your concerns.We understand from your complaint that you were not aware that additional KingSize andRoaman's accounts were opened in your name. You further state you are on social securitydisability and you are receiving multiple calls a day stating that your payments are behind. Youwould like the calls to stop. You also request that we either combine the accounts or forgive thedebt on the dual cards.Thank you for speaking with me on April 21, 2015. Per our discussion, in the interest ofcustomer service, Cornenity Bank is not holding you responsible for the remaining balance of$267.35 on your KingSize account ending in [redacted]. Also, for the Roaman's account ending in[redacted], we have removed fees totaling $283.64 to provide you with a remaining balance, frompurchases, of $111.41Due to the accounts being reported as past due, Comenity Bank sent a request to the creditbureaus to update their records, and remove the delinquencies. Please allow up to 45 days forthis information to be updated in their records.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted] Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the Roaman’s credit card. We are here to answer your questions and assist with your concerns. We understand from your additional complaint that you do not understand why you owe $45.01, that when you returned the items the representative advised that it would be free of charge. You state you are willing to send $15.00 and no more. We apologize for the inconvenience you have experienced regarding this matter. As previously advised, Comenity Bank and Roaman’s are two separate entities. The Bank issues and is responsible for addressing questions related to the Roaman’s credit card account, while Roaman’s is responsible for handling matters related to sales, merchandise processing, returns, shipping and handling, and Smart Label fees. We have contacted Roaman’s on your behalf and we have been advised that the two orders placed did not have free shipping and handling. Please be advised that when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded. Additionally, if you use the Smart Label for the return, your account is billed $7.50 for the cost of the return shipping. The balance on your account of $45.01, consists of two Smart Label fees of $7.50, plus the original shipping and handling cost of $17.15 from your first order, and $12.86 for the original shipping and handling from the second order. The balance on your account is valid. If you have any additional questions regarding shipping and handling, we suggest you contact Roaman’s at [redacted] 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]
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.We understand your concerns in the complaint regarding the closure of your VICTORIA’S SECRET account and that you want the account reopened. You have expressed your dissatisfaction of the closure of your account and that you verified your personal information, by telephone, including that multiple purchases would be made. You advise the Bank to fix this issue and that you are unwilling to reapply for another account.As previously indicated, during the process of researching potential fraud, customers may receive a letter informing them that the account has been temporarily closed. The Bank has to be contacted by the customer to verify information, or at times, they are required to send total id documentation to us. This documentation consist of a valid government-issued identification (i.e., Driver’s License, Passport, and State ID), a copy of a signed social security card, and a copy of a current utility bill (i.e., gas, electricity, or water) or a bank statement with your current address. All customers have 35 days from the date on the letter to send this information.The hold in June required that you send the Bank’s Account Protection (Fraud) team total id verification. Unfortunately, this information was not something that could be provided by telephone and the Bank did not receive the document(s) from you. As a result, the account was permanently closed on July 28, 2016.Comenity Bank’s position remains unchanged and we are unwilling to reinstate the VICTORIA’S SECRET account. We consider this matter resolved.We apologize for the inconvenience this matter has caused. Should you have any further questions about the account, please contact a member of our Account Protection Team at ###-###-#### (TDD/TTY ###-###-####). They will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear Dr. [redacted] We received your additional complaint,addressed to the Revdex.com, regarding the account referencedabove. Comenity Bank issues RH creditcard accounts, and we respond to account-related questions. Your complaint was forwarded to my attention,and I appreciate the opportunity to respond to your concerns. We understand your concerns regarding themanner in which you were advised of the RH reward program changes that went into effect on March 5, 2015. I apologizefor any inconvenience this matter may have caused you. Your payment of $2,802.58 was received on May28, 2015, and you now have a zero balance. Per your request we closed your account onJune 2, 2015. Although, you have closedyour account, we hope that you will continue to shop with RH. We hope this information is helpful. Should you have any other questions orconcerns regarding your account, please feel free to contact me at###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted]Consumer Relations Specialist
None of the following answered why I am not receiving my billing statements online, phone or even thought mail. How am I suppose to pay a bill when I haven't reicieved if. [redacted] is an active email address and I still used hat email. I do not want to do online statements. I want to state reviewing my bill in a paper statement unless they can send me the statement in both ways to ensure I am receiving my monthly statement. Which is what we all want. I have been a loyal Victoria secret card holder this past year I have been having non stop trouble with receiving billing statements or getting into my account. I have contacted Victoria secret on three or four different times about the billing system not working. Please makes the proper corrections.
Regards,
[redacted]
Dear Ms. [redacted]We received your complaint, sent to the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues Victoria's SecretrPlNK credit cards, and we arehere to help answer account-related questions. Your complaint was forwarded to my attention,and I appreciate...
the opportunity to assist you.Your complaint states that your Victoria's Secret/PINK account has been assessed late feesalthough your financial institution sends the payment, on your behalf, on the due date or before,and sends five to ten dollars more than the minimum payment. You would like Comenity Bankto change your due date to the 10" of the month and remove the late fees from the account. Ihave enclosed a copy of the Credit Card Agreement (CCA), as well as copies of the billingstatements for your records.Bank records indicate that the due date for payment on your Victoria's Secret/PINK account ison the 5th of every month. Some payments are being received either one day after the paymentdue date, or are n d the full amount of the minimum payment due. Therefore, the account isbeing assessed late fee(s), and reflects a past due amount.At this time, your account is not eligible for a payment due date change because the account ispast due. To avoid late fees from being assessed, the payment must be made for at least thefull minimum payment due, listed on your monthly billing statement, and received on or beforethe due date. Additionally, your account was issued a $25.00 late fee credit on April 28, 2015.No additional late fees will be adjusted.Ta provide the best customer service possible, please note the following ways in whichpayments may be made.In-store: If the retailer listed on your card has a store near you, you can drop off your paymentin the store so it can be applied to your account on the same day. Stores will accept cash or apersonal check as payment for your account.Online: Online payments submitted before 6:OO p.m. Eastern Time (ET) can be credited to youraccount the same day. Online payments submitted after 6:00 p.m. ET will be credited thefollowing day (or on your future scheduled payment date). Please note that it may take up to twobusiness days to complete the financial transfer from your personal bank account to yourVictoria's SecretEPlNK account.Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing a week for the payment to arrive. If you are a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Rush-Phone Payments: If you need to rush a payment, you may call us at the phone numberon the back of your billing statement to speak to a customer care representative. A fee appliesto same-day payments made with the representative.As of today, the account is one billing period past due, and the next minimum payment of$10.00 is due on July 5, 2015. If you would like me to review your account for a payment duedate change, please contact me at the number below once the account has been broughtcurrent.We apologize for any confusion or inconvenience this matter has caused you, and we hope thisinformation is helpful. Should you have further questions or concerns, please contact me at###-###-####, ext. [redacted]TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
In regarding the Comenity Bank ID # [redacted] - Cr. Card in [redacted]Please be inform that the company send me a Birthday card for my Birthday but I am not going to use it because I do not want to buy nothing at all from them.All what I paid is enough. If they wants to send it to collection its fine (I paid more than I should!)Regards,[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. My husband and I believe that this resolution has only come about because of your intervention. We thank you!
Regards,
[redacted]
Dear [redacted] We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues TALBOTS credit card accounts, and we are here to answer all of your account-related questions. Your complaint was forwarded...
to my attention for review, and I appreciate this opportunity to assist you. We are sorry to hear about the passing of your father, as well as your bank information being compromised. We understand from your complaint that you had automatic payments set up from your bank to pay your TALBOTS credit card account, and the payments were not sent due to a compromise with your bank. We also understand that you are requesting your account be reopened, the late fees removed, and your credit report updated. Our records indicate that your account exceeded six consecutive billings past due as payment was not made according to the terms of the Credit Card Agreement. In consequence, the account was permanently closed and written off. We respectfully deny your request to reopen your account or remove the assessed fees. Additionally, no changes will be made to the reporting of the account. I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me at ###-###-####. I would be happy to assist you. Sincerely, Kristina W[redacted]
I am sorry for the delay in response to you. My ID no[redacted] on the complaint of Comenity Bank.I was very happy & satisfied you had gotten the complaint resolved. I knew I had returned everything & Old Pueblo did acknowledge it, but for what ever reason Comenity would not believe it. It had been a long battle for me. thank you so much for proving to them I did not owe them money. I am also thankful to the person, that told me about you folks at Revdex.com.I have been sick & are headed back to the Dr. this afternoon, but improving & so no need for it to go into review. My apologies again, for the delay in answering. And many many thanks.Sincerely, [redacted]
I have faxed you the information you requested this morning. I do not have an account number because I do not have an account with you so I sent you what the credit report and Experian sent me that show a partial account number but has all the info you should need to get this removed from my report. If you need more let me know.
Regards, [redacted]
Dear [redacted] We received the complaint that you sent to the Revdex.com, regarding the above-noted accounts. Comenity Bank issues ANN TAYLOR and ANN TAYLOR MasterCard® accounts, and we are here to help with your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to address your concerns. We understand your concerns as explained in your correspondence. You upgraded your ANN TAYLOR credit card to an ANN TAYLOR MasterCard® and the ANN TAYLOR credit card should have been cancelled. You state that charges were applied to both accounts on the same day and that mathematical errors were made, regarding the balance transfer from the ANN TAYLOR account to the ANN TAYLOR MasterCard® account. In addition, when speaking with Bank representatives, you asked for a manager; as your concerns were unresolved. You request that we correct your account and your credit report. On behalf of the Bank, I sincerely apologize for the frustration and inconvenience you have experienced as a result of this matter. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns; as we review all complaints made to help enhance the customer experience. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we are disappointed when a customer receives less than that. Our records indicate the ANN TAYLOR credit card account, ending in [redacted], was opened on April 18, 2014, and on May 21, 2016, the ANN TAYLOR MasterCard® account, ending in [redacted], was opened. Use of the accounts, or failure to close the accounts within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Please be assured the application disclaimer advises, if a customer currently has an ANN TAYLOR credit card, when submitting the application, they are requesting an ANN TAYLOR MasterCard® to replace their existing credit card. If approved, their existing account may be closed and any balance may be transferred to their new ANN TAYLOR MasterCard® account. On May 21, 2016, the same day the ANN TAYLOR MasterCard® account was opened, two retail purchases were applied to the account, in the amounts of $51.37 and $180.04. In addition, two retail returns were applied to your ANN TAYLOR account, in the amounts of ($52.19) and ($112.79). Our records further indicate two balance transfers were made. A transfer of $290.12 was completed on June 2, 2016, and on June 4, 2016, $30.79 was transferred. These amounts were credited from the ANN TAYLOR account, and debited to the ANN TAYLOR MasterCard® account, which was part of the Bank’s consolidation of the two accounts. As a result, the ANN TAYLOR account balance became zero and the account was closed on June 5, 2016; this information was reported to your credit report and no negative payment information was reported to the national credit-reporting agencies. On June 5, 2016, a confirmation letter was mailed to you, advising that these accounts were consolidated. After the closure of the ANN TAYLOR account, on June 14, 2016, a payment of $30.79 was received. The payment created a credit balance of $30.79, and a refund check was issued to you on July 26, 2016. The ANN TAYLOR MasterCard® account billed on June 2, 2016, with a balance of $629.88 and a minimum payment of $30.00 due by June 28, 2016. Subsequent billing statements were issued, and as no payments have been received, the account was assessed late fees and finance charges, in accordance with the CCA, and the account became three billing cycles (60-days) past due. Because of the consolidation of the accounts, and in the interest of customer service, I have issued a credit to the ANN TAYLOR MasterCard® account totaling $120.30. This credit removes the late fees and the $19.30 finance charge that was assessed to the account. The adjustments will reflect on your next billing statement. Additionally, I have removed the past due amount and your next payment will be due on October 28, 2016. Please be assured that notification was sent to the national credit-reporting agencies with instructions to delete the delinquencies that were reported, regarding the ANN TAYLOR MasterCard® account. Please allow 45 days for the agencies to update their records. Enclosed, please find copies of the ANN TAYLOR and ANN TAYLOR MasterCard® monthly billing statements, which show the account activity. Per your request, the ANN TAYLOR MasterCard® account was closed on July 17, 2016. Although you requested your account closed, we hope that you will continue to shop with Ann Taylor. Again, I apologize for the inconvenience, and hope this information is helpful. Should you have any questions or concerns, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Tionna M[redacted]
I've attached the two screen grabs that were emailed to me at my personal email, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and have attached the screen grabs that led to my concern and alarm. And then reaching out to you.
Regards,
[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bankissues Pottery Barn Kids credit card accounts, and we respond toaccount-related questions. Your complaintwas forwarded to my attention, and I...
appreciate the opportunity to respond toyour concerns.We understand your concerns regarding the refund check in the amount of $49.18 foryour account. We further understand thatyou have not received the refund check in the amount of $49.18, and that youare willing to send a payment of $19.20 to cover the balance owed on youraccount in full. I apologize for anyinconvenience this matter may have caused you.Our records indicate your Pottery Barn Kids account had a credit balance of $49.18on your January 21, 2015, billing statement. A refund check in the amount of $49.18 was mailed to you on February 20,2015, and was cashed on March 3, 2015, which eliminated the credit balance onyour account. Enclosed is a copy of the cashedrefund check for your files.On March 31, 2015, a purchase of $91.72 was charged to the account and a credit of$25.00 was applied to your account on April 1, 2015, these transactions were reflectedon your April 20, 2015, billing statement. As no payment was received by the due date of May 16, 2015, a late feeand finance charge totaling $26.66 were assessed to the account as indicated inthe Credit Card Agreement.In the interest of customer service we have removed the previously assessed, latefee and finance charge in the amount of $26.66. As of the date of this letter, your current account balance is$66.72. The Bank considers this balance tobe valid.We hope this information is helpful. Shouldyou 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,[redacted]Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. However, I don't understand why customer service couldn't have fixed this issue. It makes me believe these things are done on purpose.
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Roaman's@ credit card accounts, and we are here toassist you with all account-related questions. 1 appreciate the opportunity to respond to...
yourconcerns.We understand from your complaint that you state this is your second letter of dispute. Youfurther state you paid off your balance in January of 2015, with your payment of $139.23 andyou requested to be removed from our mailing list.Bank records indicate you have placed multiple orders with Roaman's that you charged to yourRoaman's@ credit card account. I have enclosed copies of your billings statements which showthe account activity that comprised the account balance.Bank records indicate a billing statement was sent to you on January 11, 2015, reflecting abalance of $233.71, and a payment of $20.00 due by February 6, 2015. This statementincluded your return credit of $94.98,w hich posted to your account on January 4. 2015.The Bank received your payment of $139.23 on January 30, 2015. As this payment did notsatisfy the full balance, billing statements continued to be issued. As no further payments werereceived, late fees and finance charges were assessed to the account, pursuant to theguidelines of the Credit Card Agreement. A ~opyof the CCA has also been enclosed for yourrecords.On September 10, 2015, your Roaman'sQ account was written off, as an unpaid debt, andreported to the national credit-reporting agencies with a balance of $306.78. This informationcould remain on your credit report for seven years.Please be aware, the Bank has no record of receiving a letter from you in April of 2015.As you requested, you have been removed from our mailing list. Please allow up to six weeksfor the mailings to stop.If you would like to negotiate a settlement on this account, please contact our Recovery team at###-###-####.If you have further questions regarding the orders billed to your account, please contactRoaman's at ###-###-####.The Bank has reviewed the issues in your complaint, as well as the applicable phoneconversations. We apologize if you felt that you did not receive the best customer service. It isnever the Bank's intention to treat our customers in a less-than-satisfactory manner. ComenityBank is committed to providing the best customer service and is disappointed when a customerfeels that this standard was not met.I hope this information is helpful. If you have further questions or concerns, please contact meat ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R[redacted]
Dear [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues POTTERY BARN credit card accounts, and we respond to account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that the POTTERY BARN account is inaccurately reporting on your credit report and you are requesting that the account be removed from your credit report. You would like a settlement of $2,500.00 for compensation. I apologize for any inconvenience this matter may have caused you. Please be advised that the account has been purged from our records. Comenity Bank reports the same information to each of the national credit-reporting agencies. However, a review of the information being reported in regard to the account did indicate that a credit-reporting agency is still reporting the account as open. Please be assured that notification has been sent to the national credit-reporting agencies with the changes that need to be made. Please allow up to 45 days for their records to be updated. Comenity Bank respectfully declines your request for compensation. We hope this information is helpful. Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear Ms. [redacted]:We received your complaint regarding the account noted above. Cornenity Bank previouslyissued Fashion Bug credit cards and we are here to help with your account-related questionsand concerns. Your complaint, addressed to the Revdex.com, was forwarded to myattention and I...
appreciate the opportunity to assist you.1 understand from your complaint, on July 31, 201 5, you accessed your Fashion Bug credit cardvia Account Center to secure a $45.00 payment to post on August 6, 2015. On August 17,2015, you received a payment reminder from Comenity Bank referencing your Fashion Bugcredit card account, which prompted you to contact our customer service department. A Bankrepresentative reviewed your Fashion Bug account, and advised, that account notes indicatedyou logged into your account on July 31, 2015; however, the payment for $45.00 did not post.You were also advised that due to your excellent payment history, the $25.00 late fee assessedto your Fashion Bug account would be removed.You are requesting Comenity Bank credit the $25.00 late fee.I apologize for any frustration or inconvenience you have experienced as a result of this matter.In the interest of customer service, we have issued a credit in the amount of $25.00 for thepreviously assessed late fee to your Fashion Bug credit card account, which will reflect on yournext monthly billing statement. Please note, Comenity Bank is unwilling to credit any additionallate fees assessed to your Fashion Bug credit card account.I hope you find this information to be helpful. Should you have additional questions or concernsabout this issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Geanine M[redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to assist with account-related questions. Your inquiry was forwarded to...
my attention, and I appreciate the opportunity to assist you. We understand from the complaint that you received two credit cards via mail for an EXPRESS account in which you never made purchases. It was a pleasure speaking with you on May 3, 2016; on our call you indicated you did not open this account. Bank records indicate that after you spoke with our Account Protection (Fraud) department on May 3, 2016, a Statement of Fraud and Forgery (SOFF), was sent to you. Please complete the form, in its entirety, in blue or black ink and return it to our Account Protection team. The SOFF may not be returned by email or fax; it must be mailed to us at the following address: Comenity Bank Account Protection Team PO Box 182686 Columbus, OH 43218-2686 Our investigation will begin when the SOFF is returned and processed with information regarding the claim. A letter will be mailed to you with the case number to advise you a case has been opened. Please be advised that fraud investigations can take up to 90 days to complete. Written notification will be sent to you upon completion of the investigation. We encourage you to place a fraud alert on your credit bureau report. The alert will notify potential creditors that you have been a victim of fraud, and you will be contacted before an application is approved. You may contact any one of the agencies listed below and they will notify the other two, so that your alert will be reflected with all agencies. The national credit-reporting agencies may be reached by using the following information: Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 701 Experian Parkway Allen, TX 75013 - 0036 ###-###-#### PO Box 390 Springfield, PA 19064 - 0390 ###-###-#### PO Box 740241 Atlanta, GA 30374 - 0241 ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com We assure you that we will do everything to resolve this situation with as little inconvenience to you as possible. Please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####) with any questions or concerns. They will be happy to assist you. Sincerely, Kaija M[redacted]
MY HUSBAND, [redacted] HAS GIVEN PERMISSION FOR ME TO SPEAK ON HIS BEHALF, AND HE SPOKE WITH NUMEROUS PEOPLE ABOUT THIS. I DONT THINK WE EVER GOT TO SPEAK WITH ANYONE FROM COMENITY ABOUT THIS. [redacted] HAD HIP REPLACEMENT SURGERY 01/10/2017. HE SPOKE WITH [redacted] YESTERDAY, 01/16/2017. MR B[redacted] SAID THAT ALL OUR INSURANCES WERE TERMINATED, BUT THERE ARE STILL CHARGES ON OUR ACCOUNT, AS YOU CAN SEE BY THE MOST RECENT STATEMENT. THIS WHOLE THING HAS TURNED INTO A NIGHTMARE. BY ALL MEANS, CORRESPOND WITH MY HUSBAND.
Regards, [redacted] and [redacted]
Dear [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountsreferenced above. Comenity Bank issues your KingSize and Roaman's credit card accounts,and we are here to assist you with all account-related questions or concerns. I appreciate theopportunity...
to respond to your concerns.We understand from your complaint that you were not aware that additional KingSize andRoaman's accounts were opened in your name. You further state you are on social securitydisability and you are receiving multiple calls a day stating that your payments are behind. Youwould like the calls to stop. You also request that we either combine the accounts or forgive thedebt on the dual cards.Thank you for speaking with me on April 21, 2015. Per our discussion, in the interest ofcustomer service, Cornenity Bank is not holding you responsible for the remaining balance of$267.35 on your KingSize account ending in [redacted]. Also, for the Roaman's account ending in[redacted], we have removed fees totaling $283.64 to provide you with a remaining balance, frompurchases, of $111.41Due to the accounts being reported as past due, Comenity Bank sent a request to the creditbureaus to update their records, and remove the delinquencies. Please allow up to 45 days forthis information to be updated in their records.We sincerely apologize for the frustration and inconvenience this matter may have caused you.Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted] Comenity Bank (Bank) has received correspondence regarding the above-noted account. Comenity Bank issues the Roaman’s credit card. We are here to answer your questions and assist with your concerns. We understand from your additional complaint that you do not understand why you owe $45.01, that when you returned the items the representative advised that it would be free of charge. You state you are willing to send $15.00 and no more. We apologize for the inconvenience you have experienced regarding this matter. As previously advised, Comenity Bank and Roaman’s are two separate entities. The Bank issues and is responsible for addressing questions related to the Roaman’s credit card account, while Roaman’s is responsible for handling matters related to sales, merchandise processing, returns, shipping and handling, and Smart Label fees. We have contacted Roaman’s on your behalf and we have been advised that the two orders placed did not have free shipping and handling. Please be advised that when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling. When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded. Additionally, if you use the Smart Label for the return, your account is billed $7.50 for the cost of the return shipping. The balance on your account of $45.01, consists of two Smart Label fees of $7.50, plus the original shipping and handling cost of $17.15 from your first order, and $12.86 for the original shipping and handling from the second order. The balance on your account is valid. If you have any additional questions regarding shipping and handling, we suggest you contact Roaman’s at [redacted] 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]
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.We understand your concerns in the complaint regarding the closure of your VICTORIA’S SECRET account and that you want the account reopened. You have expressed your dissatisfaction of the closure of your account and that you verified your personal information, by telephone, including that multiple purchases would be made. You advise the Bank to fix this issue and that you are unwilling to reapply for another account.As previously indicated, during the process of researching potential fraud, customers may receive a letter informing them that the account has been temporarily closed. The Bank has to be contacted by the customer to verify information, or at times, they are required to send total id documentation to us. This documentation consist of a valid government-issued identification (i.e., Driver’s License, Passport, and State ID), a copy of a signed social security card, and a copy of a current utility bill (i.e., gas, electricity, or water) or a bank statement with your current address. All customers have 35 days from the date on the letter to send this information.The hold in June required that you send the Bank’s Account Protection (Fraud) team total id verification. Unfortunately, this information was not something that could be provided by telephone and the Bank did not receive the document(s) from you. As a result, the account was permanently closed on July 28, 2016.Comenity Bank’s position remains unchanged and we are unwilling to reinstate the VICTORIA’S SECRET account. We consider this matter resolved.We apologize for the inconvenience this matter has caused. Should you have any further questions about the account, please contact a member of our Account Protection Team at ###-###-#### (TDD/TTY ###-###-####). They will be happy to assist you.Sincerely,Shawnda Y[redacted]
Dear Dr. [redacted] We received your additional complaint,addressed to the Revdex.com, regarding the account referencedabove. Comenity Bank issues RH creditcard accounts, and we respond to account-related questions. Your complaint was forwarded to my attention,and I appreciate the opportunity to respond to your concerns. We understand your concerns regarding themanner in which you were advised of the RH reward program changes that went into effect on March 5, 2015. I apologizefor any inconvenience this matter may have caused you. Your payment of $2,802.58 was received on May28, 2015, and you now have a zero balance. Per your request we closed your account onJune 2, 2015. Although, you have closedyour account, we hope that you will continue to shop with RH. We hope this information is helpful. Should you have any other questions orconcerns regarding your account, please feel free to contact me at###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely,
[redacted]Consumer Relations Specialist
None of the following answered why I am not receiving my billing statements online, phone or even thought mail. How am I suppose to pay a bill when I haven't reicieved if. [redacted] is an active email address and I still used hat email. I do not want to do online statements. I want to state reviewing my bill in a paper statement unless they can send me the statement in both ways to ensure I am receiving my monthly statement. Which is what we all want. I have been a loyal Victoria secret card holder this past year I have been having non stop trouble with receiving billing statements or getting into my account. I have contacted Victoria secret on three or four different times about the billing system not working. Please makes the proper corrections.
Regards,
[redacted]
Dear Ms. [redacted]We received your complaint, sent to the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues Victoria's SecretrPlNK credit cards, and we arehere to help answer account-related questions. Your complaint was forwarded to my attention,and I appreciate...
the opportunity to assist you.Your complaint states that your Victoria's Secret/PINK account has been assessed late feesalthough your financial institution sends the payment, on your behalf, on the due date or before,and sends five to ten dollars more than the minimum payment. You would like Comenity Bankto change your due date to the 10" of the month and remove the late fees from the account. Ihave enclosed a copy of the Credit Card Agreement (CCA), as well as copies of the billingstatements for your records.Bank records indicate that the due date for payment on your Victoria's Secret/PINK account ison the 5th of every month. Some payments are being received either one day after the paymentdue date, or are n d the full amount of the minimum payment due. Therefore, the account isbeing assessed late fee(s), and reflects a past due amount.At this time, your account is not eligible for a payment due date change because the account ispast due. To avoid late fees from being assessed, the payment must be made for at least thefull minimum payment due, listed on your monthly billing statement, and received on or beforethe due date. Additionally, your account was issued a $25.00 late fee credit on April 28, 2015.No additional late fees will be adjusted.Ta provide the best customer service possible, please note the following ways in whichpayments may be made.In-store: If the retailer listed on your card has a store near you, you can drop off your paymentin the store so it can be applied to your account on the same day. Stores will accept cash or apersonal check as payment for your account.Online: Online payments submitted before 6:OO p.m. Eastern Time (ET) can be credited to youraccount the same day. Online payments submitted after 6:00 p.m. ET will be credited thefollowing day (or on your future scheduled payment date). Please note that it may take up to twobusiness days to complete the financial transfer from your personal bank account to yourVictoria's SecretEPlNK account.Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing a week for the payment to arrive. If you are a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Rush-Phone Payments: If you need to rush a payment, you may call us at the phone numberon the back of your billing statement to speak to a customer care representative. A fee appliesto same-day payments made with the representative.As of today, the account is one billing period past due, and the next minimum payment of$10.00 is due on July 5, 2015. If you would like me to review your account for a payment duedate change, please contact me at the number below once the account has been broughtcurrent.We apologize for any confusion or inconvenience this matter has caused you, and we hope thisinformation is helpful. Should you have further questions or concerns, please contact me at###-###-####, ext. [redacted]TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
In regarding the Comenity Bank ID # [redacted] - Cr. Card in [redacted]Please be inform that the company send me a Birthday card for my Birthday but I am not going to use it because I do not want to buy nothing at all from them.All what I paid is enough. If they wants to send it to collection its fine (I paid more than I should!)Regards,[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. My husband and I believe that this resolution has only come about because of your intervention. We thank you!
Regards,
[redacted]
Dear [redacted] We received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues TALBOTS credit card accounts, and we are here to answer all of your account-related questions. Your complaint was forwarded...
to my attention for review, and I appreciate this opportunity to assist you. We are sorry to hear about the passing of your father, as well as your bank information being compromised. We understand from your complaint that you had automatic payments set up from your bank to pay your TALBOTS credit card account, and the payments were not sent due to a compromise with your bank. We also understand that you are requesting your account be reopened, the late fees removed, and your credit report updated. Our records indicate that your account exceeded six consecutive billings past due as payment was not made according to the terms of the Credit Card Agreement. In consequence, the account was permanently closed and written off. We respectfully deny your request to reopen your account or remove the assessed fees. Additionally, no changes will be made to the reporting of the account. I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me at ###-###-####. I would be happy to assist you. Sincerely, Kristina W[redacted]
I am sorry for the delay in response to you. My ID no[redacted] on the complaint of Comenity Bank.I was very happy & satisfied you had gotten the complaint resolved. I knew I had returned everything & Old Pueblo did acknowledge it, but for what ever reason Comenity would not believe it. It had been a long battle for me. thank you so much for proving to them I did not owe them money. I am also thankful to the person, that told me about you folks at Revdex.com.I have been sick & are headed back to the Dr. this afternoon, but improving & so no need for it to go into review. My apologies again, for the delay in answering. And many many thanks.Sincerely, [redacted]
I have faxed you the information you requested this morning. I do not have an account number because I do not have an account with you so I sent you what the credit report and Experian sent me that show a partial account number but has all the info you should need to get this removed from my report. If you need more let me know.
Regards, [redacted]
Dear [redacted] We received the complaint that you sent to the Revdex.com, regarding the above-noted accounts. Comenity Bank issues ANN TAYLOR and ANN TAYLOR MasterCard® accounts, and we are here to help with your account-related questions. Your complaint was...
forwarded to my attention, and I appreciate the opportunity to address your concerns. We understand your concerns as explained in your correspondence. You upgraded your ANN TAYLOR credit card to an ANN TAYLOR MasterCard® and the ANN TAYLOR credit card should have been cancelled. You state that charges were applied to both accounts on the same day and that mathematical errors were made, regarding the balance transfer from the ANN TAYLOR account to the ANN TAYLOR MasterCard® account. In addition, when speaking with Bank representatives, you asked for a manager; as your concerns were unresolved. You request that we correct your account and your credit report. On behalf of the Bank, I sincerely apologize for the frustration and inconvenience you have experienced as a result of this matter. Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns; as we review all complaints made to help enhance the customer experience. Comenity Bank strives to provide each of our customers with an excellent customer service experience, and we are disappointed when a customer receives less than that. Our records indicate the ANN TAYLOR credit card account, ending in [redacted], was opened on April 18, 2014, and on May 21, 2016, the ANN TAYLOR MasterCard® account, ending in [redacted], was opened. Use of the accounts, or failure to close the accounts within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. Please be assured the application disclaimer advises, if a customer currently has an ANN TAYLOR credit card, when submitting the application, they are requesting an ANN TAYLOR MasterCard® to replace their existing credit card. If approved, their existing account may be closed and any balance may be transferred to their new ANN TAYLOR MasterCard® account. On May 21, 2016, the same day the ANN TAYLOR MasterCard® account was opened, two retail purchases were applied to the account, in the amounts of $51.37 and $180.04. In addition, two retail returns were applied to your ANN TAYLOR account, in the amounts of ($52.19) and ($112.79). Our records further indicate two balance transfers were made. A transfer of $290.12 was completed on June 2, 2016, and on June 4, 2016, $30.79 was transferred. These amounts were credited from the ANN TAYLOR account, and debited to the ANN TAYLOR MasterCard® account, which was part of the Bank’s consolidation of the two accounts. As a result, the ANN TAYLOR account balance became zero and the account was closed on June 5, 2016; this information was reported to your credit report and no negative payment information was reported to the national credit-reporting agencies. On June 5, 2016, a confirmation letter was mailed to you, advising that these accounts were consolidated. After the closure of the ANN TAYLOR account, on June 14, 2016, a payment of $30.79 was received. The payment created a credit balance of $30.79, and a refund check was issued to you on July 26, 2016. The ANN TAYLOR MasterCard® account billed on June 2, 2016, with a balance of $629.88 and a minimum payment of $30.00 due by June 28, 2016. Subsequent billing statements were issued, and as no payments have been received, the account was assessed late fees and finance charges, in accordance with the CCA, and the account became three billing cycles (60-days) past due. Because of the consolidation of the accounts, and in the interest of customer service, I have issued a credit to the ANN TAYLOR MasterCard® account totaling $120.30. This credit removes the late fees and the $19.30 finance charge that was assessed to the account. The adjustments will reflect on your next billing statement. Additionally, I have removed the past due amount and your next payment will be due on October 28, 2016. Please be assured that notification was sent to the national credit-reporting agencies with instructions to delete the delinquencies that were reported, regarding the ANN TAYLOR MasterCard® account. Please allow 45 days for the agencies to update their records. Enclosed, please find copies of the ANN TAYLOR and ANN TAYLOR MasterCard® monthly billing statements, which show the account activity. Per your request, the ANN TAYLOR MasterCard® account was closed on July 17, 2016. Although you requested your account closed, we hope that you will continue to shop with Ann Taylor. Again, I apologize for the inconvenience, and hope this information is helpful. Should you have any questions or concerns, please contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Tionna M[redacted]
I've attached the two screen grabs that were emailed to me at my personal email, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and have attached the screen grabs that led to my concern and alarm. And then reaching out to you.
Regards,
[redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding theaccount referenced above. Comenity Bankissues Pottery Barn Kids credit card accounts, and we respond toaccount-related questions. Your complaintwas forwarded to my attention, and I...
appreciate the opportunity to respond toyour concerns.We understand your concerns regarding the refund check in the amount of $49.18 foryour account. We further understand thatyou have not received the refund check in the amount of $49.18, and that youare willing to send a payment of $19.20 to cover the balance owed on youraccount in full. I apologize for anyinconvenience this matter may have caused you.Our records indicate your Pottery Barn Kids account had a credit balance of $49.18on your January 21, 2015, billing statement. A refund check in the amount of $49.18 was mailed to you on February 20,2015, and was cashed on March 3, 2015, which eliminated the credit balance onyour account. Enclosed is a copy of the cashedrefund check for your files.On March 31, 2015, a purchase of $91.72 was charged to the account and a credit of$25.00 was applied to your account on April 1, 2015, these transactions were reflectedon your April 20, 2015, billing statement. As no payment was received by the due date of May 16, 2015, a late feeand finance charge totaling $26.66 were assessed to the account as indicated inthe Credit Card Agreement.In the interest of customer service we have removed the previously assessed, latefee and finance charge in the amount of $26.66. As of the date of this letter, your current account balance is$66.72. The Bank considers this balance tobe valid.We hope this information is helpful. Shouldyou 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,[redacted]Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. However, I don't understand why customer service couldn't have fixed this issue. It makes me believe these things are done on purpose.
Dear Ms. [redacted]:We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Comenity Bank issues Roaman's@ credit card accounts, and we are here toassist you with all account-related questions. 1 appreciate the opportunity to respond to...
yourconcerns.We understand from your complaint that you state this is your second letter of dispute. Youfurther state you paid off your balance in January of 2015, with your payment of $139.23 andyou requested to be removed from our mailing list.Bank records indicate you have placed multiple orders with Roaman's that you charged to yourRoaman's@ credit card account. I have enclosed copies of your billings statements which showthe account activity that comprised the account balance.Bank records indicate a billing statement was sent to you on January 11, 2015, reflecting abalance of $233.71, and a payment of $20.00 due by February 6, 2015. This statementincluded your return credit of $94.98,w hich posted to your account on January 4. 2015.The Bank received your payment of $139.23 on January 30, 2015. As this payment did notsatisfy the full balance, billing statements continued to be issued. As no further payments werereceived, late fees and finance charges were assessed to the account, pursuant to theguidelines of the Credit Card Agreement. A ~opyof the CCA has also been enclosed for yourrecords.On September 10, 2015, your Roaman'sQ account was written off, as an unpaid debt, andreported to the national credit-reporting agencies with a balance of $306.78. This informationcould remain on your credit report for seven years.Please be aware, the Bank has no record of receiving a letter from you in April of 2015.As you requested, you have been removed from our mailing list. Please allow up to six weeksfor the mailings to stop.If you would like to negotiate a settlement on this account, please contact our Recovery team at###-###-####.If you have further questions regarding the orders billed to your account, please contactRoaman's at ###-###-####.The Bank has reviewed the issues in your complaint, as well as the applicable phoneconversations. We apologize if you felt that you did not receive the best customer service. It isnever the Bank's intention to treat our customers in a less-than-satisfactory manner. ComenityBank is committed to providing the best customer service and is disappointed when a customerfeels that this standard was not met.I hope this information is helpful. If you have further questions or concerns, please contact meat ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Amanda R[redacted]
Dear [redacted] We received your complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank issues POTTERY BARN credit card accounts, and we respond to account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that the POTTERY BARN account is inaccurately reporting on your credit report and you are requesting that the account be removed from your credit report. You would like a settlement of $2,500.00 for compensation. I apologize for any inconvenience this matter may have caused you. Please be advised that the account has been purged from our records. Comenity Bank reports the same information to each of the national credit-reporting agencies. However, a review of the information being reported in regard to the account did indicate that a credit-reporting agency is still reporting the account as open. Please be assured that notification has been sent to the national credit-reporting agencies with the changes that need to be made. Please allow up to 45 days for their records to be updated. Comenity Bank respectfully declines your request for compensation. We hope this information is helpful. Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear Ms. [redacted]:We received your complaint regarding the account noted above. Cornenity Bank previouslyissued Fashion Bug credit cards and we are here to help with your account-related questionsand concerns. Your complaint, addressed to the Revdex.com, was forwarded to myattention and I...
appreciate the opportunity to assist you.1 understand from your complaint, on July 31, 201 5, you accessed your Fashion Bug credit cardvia Account Center to secure a $45.00 payment to post on August 6, 2015. On August 17,2015, you received a payment reminder from Comenity Bank referencing your Fashion Bugcredit card account, which prompted you to contact our customer service department. A Bankrepresentative reviewed your Fashion Bug account, and advised, that account notes indicatedyou logged into your account on July 31, 2015; however, the payment for $45.00 did not post.You were also advised that due to your excellent payment history, the $25.00 late fee assessedto your Fashion Bug account would be removed.You are requesting Comenity Bank credit the $25.00 late fee.I apologize for any frustration or inconvenience you have experienced as a result of this matter.In the interest of customer service, we have issued a credit in the amount of $25.00 for thepreviously assessed late fee to your Fashion Bug credit card account, which will reflect on yournext monthly billing statement. Please note, Comenity Bank is unwilling to credit any additionallate fees assessed to your Fashion Bug credit card account.I hope you find this information to be helpful. Should you have additional questions or concernsabout this issue, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,Geanine M[redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank issues EXPRESS credit card accounts, and we are here to assist with account-related questions. Your inquiry was forwarded to...
my attention, and I appreciate the opportunity to assist you. We understand from the complaint that you received two credit cards via mail for an EXPRESS account in which you never made purchases. It was a pleasure speaking with you on May 3, 2016; on our call you indicated you did not open this account. Bank records indicate that after you spoke with our Account Protection (Fraud) department on May 3, 2016, a Statement of Fraud and Forgery (SOFF), was sent to you. Please complete the form, in its entirety, in blue or black ink and return it to our Account Protection team. The SOFF may not be returned by email or fax; it must be mailed to us at the following address: Comenity Bank Account Protection Team PO Box 182686 Columbus, OH 43218-2686 Our investigation will begin when the SOFF is returned and processed with information regarding the claim. A letter will be mailed to you with the case number to advise you a case has been opened. Please be advised that fraud investigations can take up to 90 days to complete. Written notification will be sent to you upon completion of the investigation. We encourage you to place a fraud alert on your credit bureau report. The alert will notify potential creditors that you have been a victim of fraud, and you will be contacted before an application is approved. You may contact any one of the agencies listed below and they will notify the other two, so that your alert will be reflected with all agencies. The national credit-reporting agencies may be reached by using the following information: Experian (TRW) TransUnion (TRU) Equifax (CBI) PO Box 2002 701 Experian Parkway Allen, TX 75013 - 0036 ###-###-#### PO Box 390 Springfield, PA 19064 - 0390 ###-###-#### PO Box 740241 Atlanta, GA 30374 - 0241 ###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com We assure you that we will do everything to resolve this situation with as little inconvenience to you as possible. Please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####) with any questions or concerns. They will be happy to assist you. Sincerely, Kaija M[redacted]
MY HUSBAND, [redacted] HAS GIVEN PERMISSION FOR ME TO SPEAK ON HIS BEHALF, AND HE SPOKE WITH NUMEROUS PEOPLE ABOUT THIS. I DONT THINK WE EVER GOT TO SPEAK WITH ANYONE FROM COMENITY ABOUT THIS. [redacted] HAD HIP REPLACEMENT SURGERY 01/10/2017. HE SPOKE WITH [redacted] YESTERDAY, 01/16/2017. MR B[redacted] SAID THAT ALL OUR INSURANCES WERE TERMINATED, BUT THERE ARE STILL CHARGES ON OUR ACCOUNT, AS YOU CAN SEE BY THE MOST RECENT STATEMENT. THIS WHOLE THING HAS TURNED INTO A NIGHTMARE. BY ALL MEANS, CORRESPOND WITH MY HUSBAND.
Regards, [redacted] and [redacted]