This message concerns my complaint ID [redacted] against Comenity Bank.I am writing to say you have resolved my complaint against Comenity Bank and I have received credit on my account that was due.I am very grateful for your help.Thank you very much for your help.Sincerely, [redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the west elm credit card. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please refer to the previous response letter sent on March 2, 2017. As stated in the previous response, the revolving and promotional plan information is listed on the monthly statements. 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, Renee S[redacted]
Comenity Bank (Bank) has received your correspondence regarding the
above-referenced account.
Comenity Bank issues the Total Rewards [redacted] We are here to
answer your questions and assist with your concerns.
We understand from your complaint that there
were three unauthorized charges that were made to the account: $2.95 on July
16, 2016, $2.95 on August 16, 2016, and $3.95 on September 16, 2016, totaling
$9.85. Two of the transactions were prior to the closure of the account, and
one occurred after the account was closed. You state you wrote to the Bank
regarding this matter, and followed the instructions in the correspondence.
However, you have not received a response. You request the unauthorized charges
deleted from the account. I am happy to share my findings.
Please be assured, the Bank previously
responded to your complaint on November 7, 2016.
Bank records indicate that there were a total
of five charges from [redacted]: $32.90 on February 18, 2016, $12.90 on March 17,
2016, $2.95 on July 17, 2016, $2.95 on August 17, 2016, $3.95 on September 17,
2016 and $3.95 on December 17, 2016.
The charge for $3.95 on December 17, 2016, was
initially declined; however, [redacted] sent information indicating the transaction
should have been authorize. Therefore, the charge was added to the account.
The account has been credited back a total of
$9.85, and a refund check in that amount has been issued, under separate cover.
You should receive the refund within 14 business days.
We suggest that you contact [redacted] at ###-###-####, which is the number provided on the billing statement, to ensure the
subscription is cancelled.
I hope you
have found this information to be helpful. If you have any questions or
concerns, please feel free to contact me at ###-###-####.
Dear Mr. [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues LANE BRYANT 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 the above-referenced account has been reporting on your credit file since 2004 with the wrong zip code of [redacted]. You are requesting to have the above-referenced account removed from your credit file. Please be assured that the Bank has submitted instructions to the national credit bureaus to delete the LANE BRYANT account, in its entirety, from your credit file. Please allow the credit-reporting agencies 45 days to update their records. Please be assured that the zip code in question belongs to Comenity Bank, and is not intended to represent your zip code. We hope you find this information helpful. If you have any further questions about your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, ...⇄ Renee S[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] and look forward to your resolution for the charge I did not make. Best Always,
Regards,
[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Wayfair Card credit card. We are here to answer your questions and assist with your concerns. We understand that you paid your account in...
full months ago, and the account is reporting a 30 day delinquency on your credit report. You advise that you never received notice of the delinquency. You are requesting to have it completely removed from your credit report. After a review of our records payment was not made in January or February 2017. Notification of the delinquency and non-payment would have been reflected on your January and February 2017 billing statements. Please be advised Bank records indicate your account was registered through our online Account Center on June 25, 2016, which provides account holders the ability to view statements and make payments online. On the same date, you enrolled in paperless statements, meaning you will receive your statements online versus postal mail. When enrolled in paperless statements, we will send you a monthly Statement-Ready Email (SRE) notifying you the statement is available to be viewed. A SRE was sent on January 29, 2017, and February 26, 2017, and we do not have record of emails being returned as undeliverable from the email address you provided. In the interest of customer service and as a courtesy, we sent a request to the credit reporting agencies to delete the delinquency reported in February 2017. Please allow up to 45 days for the credit reporting agencies to update their records. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
Dear Mrs. [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank previously issued American credit card accounts, and we respond to account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. As previously advised, Comenity Bank cannot release account information to a third party, nor make adjustments to the American credit card account, on your behalf. If Mr. [redacted] has any concerns regarding this account, he would need to submit a written complaint to the address at the top of this letter, or contact Recovery at ###-###-####. Sincerely, Ashley H[redacted]
Dear Ms. [redacted]:We received your complaint submitted to the Revdex.com, regarding the abovereferencedaccount. As the bank that issues Bealls [redacted] credit card accounts, we respond toall account-related questions. Your correspondence was forwarded to my attention, and Iappreciate the...
opportunity to respond to your concerns.We understand from your complaint that while vacationing in [redacted], you opened a chargeaccount with Bealls [redacted]. You never received your credit card or any statements for yourpurchase. In May, you received a call from Cornenity Bank where we stated you had failed tomake a payment. You explained you did not receive a statement, and we verified your mailingaddress and said a statement would be sent. We are now calling your home every day, andthere are three late payments reporting on your credit report. You asked for the accountnumber so you could make an electronic payment, but we would not provide the accountnumber. You spoke with a [redacted] who advised you your statements were being sentelectronically, which means you were not receiving paper statements, no matter how manytimes your address was verified. You would like to pay your original bill, have your late feeserased, and your credit report cleaned up.Thank you for speaking with me on June 24, 2015. As discussed, we have issued credits in theamount of $105.47 to remove the fees that were assessed to your account. The credits haveposted to your account, along with your payment of $145.46. Your account balance is zero.Please understand that when the Bank's records show an account as delinquent, the Bank willmake attempts to contact you regarding the status of the account. Many times a payment isoverlooked by the customer, and a reminder call is helpful to bring the account back to a currentstatus. Due to potential negative ramifications for our customers if an account remalnsdelinquent. Comenity Bank may call you until our attempt to communicate is successful.To maintain the security of your account, the Bank does not provide account numbers bytelephone.The Bank has reviewed the issues in your complaint, as well as the applicable phoneconversations. During the telephone call with [redacted], the associate stated you were receivingelectronic statements. We apologize, but your account was not enrolled in electronicstatements. The statements were issued by mail. This error has been addressed with theassociate's manager.Please be advised, when the account was opened, a credit card was mailed to your previousaddress in Ohio. Since you never received the credit card, nor was it returned to the Bank, wehave reported the card as lost/stolen. A new account, ending in 9945, has been established.and you will receive this credit card within the next 7-10 business days.You are a valued customer and we apologize for any inconvenience or frustration this mattermay have caused you. Should you have any further questions or concerns, please contact meat ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted] Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], I recognize that this is the closest they will come to acknowledging their wrongdoing, and find the resolution is satisfactory to me.
My complaint was not regarding the APR currently charged on the account, but the increase in the APR from 15.24% to 24.99% on January 1, 2016 for long-time customers who had always paid at least the minimum due on the account and most often more than the minimum and always on time. It is my understanding that the 15.24% will remain the APR if I do not use the credit card for additional charges but once a charge is made, the APR will automatically increase to 24.99%. I feel that if the bank truly values customer relations, they will leave the APR at the lower rate and allow the customer (me) to continue using the card -- until a payment is late or missed, then they will have a valid reason to raise the rate! My husband and I own a very small remodeling company and we would have been out of business years ago if we had not put customer service as our number one priority in our business plan!Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you very much for your assistance in this matter.
Regards, [redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Camenity Bank issues Jessica London@ credit card accounts, and we arehere to assist you with all account-related questions or concerns. I appreciate the opportunity torespond...
to your concerns.We understand from your complaint, you believe that your payments were processed online, butwere not credited to your account. You received a letter from a manager stating the accountwas closed, and paid In full. You would like to close the account, credit the payments, and youare asking the Bank to honor the letter sent by the manager.After researching the account, in the interest of customer service, Comenity Bank is not holdingyou responsible for the remaining balance of $217.97. We have issued credit to your account toadjust your account balance to $0.00. Please be assured, notification has been sent to thenational credit-reporting agencies to remove the account, in its entirety from your credit bureaureport Please allow the credit bureaus up to 45 days to update their records.I hope that this information is helpful. Should you have any further questions regarding youraccount, please contact me at (800) 675-5685, ext. 7293772 [TDD/TTY (800) 695-1788). I willbe happy to assist you.Sincerely,[redacted] Consumer Relations Specialist
I am the primary account holder of the Virgin America / Visa account discussed below. At the request of Comenity Bank, I am writing to affirm earlier details provided by [redacted], an authorized buyer on the account.With respect to the complaint (Reference ID [redacted]), I am writing to validate that the facts described are absolutely correct. To re-summarize:- We were informed that our card had been compromised, resulting in the need to receive a new card and account number.- This shift in account numbers caused a disruption in the auto-payment system; in addition, new emailed statements were being labeled as spam and therefore not visible to us.- Our account was subsequently reported to the credit bureaus as 30 days delinquent. Full payment has since been provided.- We would like the negative reporting removed. I have attached the supporting documentation we provided in connection with this complaint. Please let me know if we can offer additional information.Thank You, [redacted]###-###-####
Delete this account from all three of the credit bureaus. This account has been reported wrong since 2014 for more than 2 years and it has caused me more than enough problems. By correcting Equifax it's not going to solve anything because Experian and Transunion are showing the same as well. By making the changes now it will make it worse for my credit because it will show as a new update.
Regards,
[redacted]
Dear Ms. [redacted] We have received your complaint, addressed to the Revdex.com of central Texas, regarding the above-referenced account. Comenity Capital Bank issues J.Jill 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 in June 2015 you made a small purchase in the amount of $126.51, after this purchase you left the USA for 3 months and was unable to make your payment through the website. Upon your return in September 2015 you made a payment of $126.51. Additionally, you noticed that you were charged late fees for non-payment. You placed a call to the Bank and were advised that the Bank would be willing to remove half the fees as a courtesy and you declined this offer. You are requesting that all fees are removed from the account due to this was no fault of yours as you were out of the country. I am happy to share my findings with you. Your J.Jill account was opened on June 5, 2015; use of the account or failure to close the account within 30 days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. As stated in the Credit Card Agreement (CCA), if your payment is not received prior to, less than the minimum due, or by the payment due date, late fees and finance charges may be assessed to your account. Enclosed is a copy of the CCA for your records After a thorough review of the account, our records indicate that the Bank did not receive any payments until September 14, 2015. As no errors were found on the Banks part, we are unwilling to remove the fees that were applied due to this matter. As of the date of this letter, the account balance is $126.21 and is two billing periods past due. If the account exceeds six billing periods past due the account may be written off, closed and reported to the credit-reporting agencies as an unpaid debt. This will report on your credit bureau for seven years. If you wish to discuss suitable payment arrangements, please call our Customer Retention Team at ###-###-#### (TDD/TTY ###-###-####). We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions regarding your account, please contact our Customer Retention Team at the telephone number provided. They will be happy to assist you. Sincerely, Renee S[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues RUNWAYREWARDS credit cards. We are here to answer your questions and assist with your concerns. Your complaint states an associate enrolled your account in Account Assure...
while you were at the store. However, there is no sign of it on your account. You want the problem fixed, as you are currently out of work, and would like the account paid through Account Assure. We understand your concerns and would like to explain our findings. Please be advised, the Bank has no record of the account ever being enrolled in Account Assure. AON administers the Account Assure program. If you would like information regarding the program, please contact AON at ###-###-####. We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our 12-Month Customer Hardship Program or in our Customer Long-Term Workout Program. These programs can provide customers with special terms in order to help bring the account current. If you are interested in obtaining information on whether you qualify for one of these programs, please call ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement and could include all of your creditors. We support and participate in the programs provided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling 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, K. W[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Hot Topic credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence, your...
account was paid in full as agreed, but the collection calls continued, as there was a miscalculated amount left. You paid an additional $10.00, and the remaining balance was supposed be credited. You are requesting the balance adjusted, the account removed from your credit report, and to cease all contact. Per your request, a "cease and desist" status has been placed on your account(s). This cease and desist request will stop all future collection efforts, except those legally permissible. It will also suspend authorizations for new purchases on your account(s) since we will be unable to contact you. You will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account(s) may be changed at any time by contacting us again in writing at the below address: [redacted]
[redacted]
[redacted] This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance. After a thorough investigation, Bank records indicate that a payment agreement was arranged on February 24, 2017, with a Bank representative to waive the previously assessed bank fees if a payment of $10.00 was paid. As a result of this agreement, a payment of $10.00 was scheduled via telephone with a Bank representative. The Bank representative did not remove all the previously assessed bank fees, as promised; resulting in an outstanding balance. On behalf of the Bank, please accept my apology for the manner in which your account was handled. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. We have taken steps to coach our associate in providing a more positive experience to our customers. Due to this error, we have removed the previously assessed bank fees, and sent notification to the credit-reporting agencies with instructions to delete the negative payment information that was reported in May and June 2017, with regard to your Hot Topic account. Please allow the credit-reporting agencies 45 days to update their records. As of the date of this letter, the account balance is zero. We respectfully decline to remove the account from your credit report. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
Dear Mr. [redacted]We received your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Comenity Bank issues The Sportsman's Guide Buyer's ClubTM AdvantageRewards Visa@ accounts and we respond to all account-related questions. Your complaint wasforwarded to my...
attention, and I appreciate this opportunity to assist you.Your complaint indicates that you have not received a credit card or billing statement throughthe mail. Additionally, you were unable to log into our Account Center web site to make yourpayment because you did not have your User ID or your account number. You further state thatwe would not provide you with your account number for access to our Account Center web site.Due to this, you now have a balance of $135.00 In late fees. You state that you would like topay the original purchase amount and would like to have the account closed.Bank records show that your welcome kit, which included your credit card, was mailed to youraddress as shown above, on August 10,2015.Furthermore, Bank records show we issued your first billing statement on August 17, 201 5, witha balance of $29.99, and a minimum payment due of $25.00 by September 12,2015. We haveno record of the statements being returned as undeliverable.Also, on September 30, 2015, you contacted our Customer Service department and spoke witha Bank representative. During this conversation, you stated that you were just opening your firststatement and were concerned about the late fee and finance charge that were assessed. Youadvised our representative that this may not have been the first statement sent; however, it wasthe first statement you were opening.In the interest of customer service, our representative credited the late fee and finance charge,returning your account balance to $29.99. She then advised you that you could pay online, forno charge, or mail your payment and that the payment was due by October 12, 2015. Therepresentative asked if you would like her to walk you through the process of enrolling theaccount for online access. You responded that you would do it later. You provided your emailaddress and she sent you the website link.Bank records indicate that within 15 minutes of the call being terminated, you registered theaccount on our online Account Center. Account Center provides accountholders the ability toview statements and make payments online. On that same date, you chose paperless statements which means you would receive your statements online, versus postal mail.As of the date of this letter, no payment has been received. Please be advised that the Bank is unwilling to remove any additional fees.Please be assured that we have closed the account at your request.Should you have any additional questions or concerns, please do not hesitate to contact medirectly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy toassist you.Sincerely, Rosa M[redacted]
Dear [redacted]: We received your complaint regarding the above-referenced credit card account. Comenity Bank issues multiple credit card accounts, and we are here to help answer your account-related questions. Your complaint, addressed to the Revdex.com, was...
forwarded to my attention, and I appreciate the opportunity to respond to your concerns. In your complaint, you state that there was an inquiry on your [redacted] credit report on February 1, 2015, and you did not authorize your credit file to be obtained. You are requesting that the inquiry be removed from your credit file. We understand your concerns, and apologize for any inconvenience or frustration this matter may have caused you. We attempted to locate the account in question; however, we are unable to locate the account with the information you have provided. To better assist you, we need additional information to locate the account(s) in question. Please provide the following: ? The information showing on your credit report ? Complete Comenity Bank Account Number ? Any Previous Names of Accountholder ? Any Previous Addresses ? Home Telephone Number ? Social security number This information can be mailed to the address listed above, or faxed to my attention at [redacted]
[redacted]
I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Jenny W[redacted] Consumer Relations Specialist
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Columbian Emeralds credit card. We are here to answer yourquestions and assist with your concerns.We understand from your complaint that your account was assessed...
a late fee of $25.00. Youstate that your personal bank indicates that a payment was sent on July 12, 2016, was receivedon July 19, 2016, but was not posted to your Columbian Emeralds account until July 21, 2016.You further state that you contacted the Bank, via email and social media, in August 2016regarding the late fee, and believed it had been resolved.Upon receiving your March 2017 billing statement, indicating an expired promotional financecharge, you contacted the Bank via telephone and requested to speak to a manager. Therepresentative you spoke to transferred you to a collections representative, who then transferredyou to another representative, who did not provide a resolution.You are requesting that the Bank reverse the late fee from July 2016, as well as any financecharges.Bank records indicate a Twitter message was received from you on August 16, 2016; however,with the information provided in the tweet, we were unable to locate an account, and asked youto call for further assistance.Please be advised that payments are processed to your account on the day they are received. Inorder to provide the best customer service, we offer multiple ways to make a payment including:Online: Online payments submitted through the Bank’s online Account Center before 8:00 p.m.Eastern Time (ET) will be credited to your account on the same day, unless you select a date inthe future. Online payments submitted after 8:00 p.m. ET will be credited the following day (or ona future scheduled payment date).Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing up to 10 days for the payment to arrive. If you’re a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Phone: If you need to make a same-day payment, you may call us at the phone number on theback of your billing statement before 8:00 p.m. ET to speak to a customer care representative. Afee may apply to same-day, expedited payments made with the representative.The above information and more can be found by visiting:http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenterhtt...⇄ records indicate your payment due date is the 20th of every month. The Colombian Emeraldsaccount is a regular revolving account, which means that if there is a balance, a minimum paymentis required each billing period. Please keep in mind that when payments are not received, arereceived after the due date, or are made for less than the minimum required, the account will beassessed a late fee, as explained in the Credit Card Agreement.Furthermore, the February 4, 2016, purchase for $2078.25 was placed on a 12 month deferredinterest, payment required promotional plan with an expiration date of February 4, 2017. Underthe terms of this promotional plan, interest on the purchase is deferred until the plan expires. Thismeans that interest on this purchase was accruing monthly from the original purchase date butwas not being applied to your account. In order to keep the accrued finance charges from beingapplied to your account, the entire promotional purchase amount needed to be paid in full by thepromotional plan’s expiration date. The details of your promotional plan as well as the expirationdate were present on each billing statement.A billing statement was issued to you on January 25. 2017, with a balance of $178.25 and aminimum payment of $25.00 due on February 20, 2017. In the “details of your plans” section, itstates that the promotional balance of $178.25 must be paid in full by February 4, 2017, to avoidpaying accrued interest. Your payment of $153.25 was received on February 18, 2017. As thiswas received after the promotional plan end date, and was not enough to satisfy the remainingpromotional balance, the accrued finance charges of $305.80 were added to the account.As a courtesy, credits totaling $25.21 were issued for the late fee, and related finance charge,that was assessed on March 20, 2017. Your payment of $337.79 was received on April 19, 2017,which brought your account balance to zero, and the account was closed at your request.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M[redacted]
This message concerns my complaint ID [redacted] against Comenity Bank.I am writing to say you have resolved my complaint against Comenity Bank and I have received credit on my account that was due.I am very grateful for your help.Thank you very much for your help.Sincerely, [redacted]
Dear [redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the west elm credit card. We are here to answer your questions and assist with your concerns. We previously received and responded to your correspondence submitted to the Revdex.com regarding this same matter. Please refer to the previous response letter sent on March 2, 2017. As stated in the previous response, the revolving and promotional plan information is listed on the monthly statements. 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, Renee S[redacted]
February 23, 2017
[redacted]
*
RE: [redacted]
Dear [redacted]...
[redacted]
Comenity Bank (Bank) has received your correspondence regarding the
above-referenced account.
Comenity Bank issues the Total Rewards [redacted] We are here to
answer your questions and assist with your concerns.
We understand from your complaint that there
were three unauthorized charges that were made to the account: $2.95 on July
16, 2016, $2.95 on August 16, 2016, and $3.95 on September 16, 2016, totaling
$9.85. Two of the transactions were prior to the closure of the account, and
one occurred after the account was closed. You state you wrote to the Bank
regarding this matter, and followed the instructions in the correspondence.
However, you have not received a response. You request the unauthorized charges
deleted from the account. I am happy to share my findings.
Please be assured, the Bank previously
responded to your complaint on November 7, 2016.
Bank records indicate that there were a total
of five charges from [redacted]: $32.90 on February 18, 2016, $12.90 on March 17,
2016, $2.95 on July 17, 2016, $2.95 on August 17, 2016, $3.95 on September 17,
2016 and $3.95 on December 17, 2016.
The charge for $3.95 on December 17, 2016, was
initially declined; however, [redacted] sent information indicating the transaction
should have been authorize. Therefore, the charge was added to the account.
The account has been credited back a total of
$9.85, and a refund check in that amount has been issued, under separate cover.
You should receive the refund within 14 business days.
We suggest that you contact [redacted] at ###-###-####, which is the number provided on the billing statement, to ensure the
subscription is cancelled.
I hope you
have found this information to be helpful. If you have any questions or
concerns, please feel free to contact me at ###-###-####.
...⇄
Sincerely,
[redacted] [redacted]
*
cc: Revdex.com
Dear Mr. [redacted] We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues LANE BRYANT 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 the above-referenced account has been reporting on your credit file since 2004 with the wrong zip code of [redacted]. You are requesting to have the above-referenced account removed from your credit file. Please be assured that the Bank has submitted instructions to the national credit bureaus to delete the LANE BRYANT account, in its entirety, from your credit file. Please allow the credit-reporting agencies 45 days to update their records. Please be assured that the zip code in question belongs to Comenity Bank, and is not intended to represent your zip code. We hope you find this information helpful. If you have any further questions about your account, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, ...⇄ Renee S[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] and look forward to your resolution for the charge I did not make. Best Always,
Regards,
[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Wayfair Card credit card. We are here to answer your questions and assist with your concerns. We understand that you paid your account in...
full months ago, and the account is reporting a 30 day delinquency on your credit report. You advise that you never received notice of the delinquency. You are requesting to have it completely removed from your credit report. After a review of our records payment was not made in January or February 2017. Notification of the delinquency and non-payment would have been reflected on your January and February 2017 billing statements. Please be advised Bank records indicate your account was registered through our online Account Center on June 25, 2016, which provides account holders the ability to view statements and make payments online. On the same date, you enrolled in paperless statements, meaning you will receive your statements online versus postal mail. When enrolled in paperless statements, we will send you a monthly Statement-Ready Email (SRE) notifying you the statement is available to be viewed. A SRE was sent on January 29, 2017, and February 26, 2017, and we do not have record of emails being returned as undeliverable from the email address you provided. In the interest of customer service and as a courtesy, we sent a request to the credit reporting agencies to delete the delinquency reported in February 2017. Please allow up to 45 days for the credit reporting agencies to update their records. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
Dear Mrs. [redacted] We received your additional complaint, addressed to the Revdex.com, regarding the account referenced above. Comenity Bank previously issued American credit card accounts, and we respond to account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. As previously advised, Comenity Bank cannot release account information to a third party, nor make adjustments to the American credit card account, on your behalf. If Mr. [redacted] has any concerns regarding this account, he would need to submit a written complaint to the address at the top of this letter, or contact Recovery at ###-###-####. Sincerely, Ashley H[redacted]
Dear Ms. [redacted]:We received your complaint submitted to the Revdex.com, regarding the abovereferencedaccount. As the bank that issues Bealls [redacted] credit card accounts, we respond toall account-related questions. Your correspondence was forwarded to my attention, and Iappreciate the...
opportunity to respond to your concerns.We understand from your complaint that while vacationing in [redacted], you opened a chargeaccount with Bealls [redacted]. You never received your credit card or any statements for yourpurchase. In May, you received a call from Cornenity Bank where we stated you had failed tomake a payment. You explained you did not receive a statement, and we verified your mailingaddress and said a statement would be sent. We are now calling your home every day, andthere are three late payments reporting on your credit report. You asked for the accountnumber so you could make an electronic payment, but we would not provide the accountnumber. You spoke with a [redacted] who advised you your statements were being sentelectronically, which means you were not receiving paper statements, no matter how manytimes your address was verified. You would like to pay your original bill, have your late feeserased, and your credit report cleaned up.Thank you for speaking with me on June 24, 2015. As discussed, we have issued credits in theamount of $105.47 to remove the fees that were assessed to your account. The credits haveposted to your account, along with your payment of $145.46. Your account balance is zero.Please understand that when the Bank's records show an account as delinquent, the Bank willmake attempts to contact you regarding the status of the account. Many times a payment isoverlooked by the customer, and a reminder call is helpful to bring the account back to a currentstatus. Due to potential negative ramifications for our customers if an account remalnsdelinquent. Comenity Bank may call you until our attempt to communicate is successful.To maintain the security of your account, the Bank does not provide account numbers bytelephone.The Bank has reviewed the issues in your complaint, as well as the applicable phoneconversations. During the telephone call with [redacted], the associate stated you were receivingelectronic statements. We apologize, but your account was not enrolled in electronicstatements. The statements were issued by mail. This error has been addressed with theassociate's manager.Please be advised, when the account was opened, a credit card was mailed to your previousaddress in Ohio. Since you never received the credit card, nor was it returned to the Bank, wehave reported the card as lost/stolen. A new account, ending in 9945, has been established.and you will receive this credit card within the next 7-10 business days.You are a valued customer and we apologize for any inconvenience or frustration this mattermay have caused you. Should you have any further questions or concerns, please contact meat ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you.Sincerely,[redacted] Consumer Relations Specialist
I reviewed the response made by the business in reference to complaint ID [redacted], I recognize that this is the closest they will come to acknowledging their wrongdoing, and find the resolution is satisfactory to me.
My complaint was not regarding the APR currently charged on the account, but the increase in the APR from 15.24% to 24.99% on January 1, 2016 for long-time customers who had always paid at least the minimum due on the account and most often more than the minimum and always on time. It is my understanding that the 15.24% will remain the APR if I do not use the credit card for additional charges but once a charge is made, the APR will automatically increase to 24.99%. I feel that if the bank truly values customer relations, they will leave the APR at the lower rate and allow the customer (me) to continue using the card -- until a payment is late or missed, then they will have a valid reason to raise the rate! My husband and I own a very small remodeling company and we would have been out of business years ago if we had not put customer service as our number one priority in our business plan!Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you very much for your assistance in this matter.
Regards, [redacted]
Dear Ms. [redacted]We received your complaint, addressed to the Revdex.com, regarding the accountreferenced above. Camenity Bank issues Jessica London@ credit card accounts, and we arehere to assist you with all account-related questions or concerns. I appreciate the opportunity torespond...
to your concerns.We understand from your complaint, you believe that your payments were processed online, butwere not credited to your account. You received a letter from a manager stating the accountwas closed, and paid In full. You would like to close the account, credit the payments, and youare asking the Bank to honor the letter sent by the manager.After researching the account, in the interest of customer service, Comenity Bank is not holdingyou responsible for the remaining balance of $217.97. We have issued credit to your account toadjust your account balance to $0.00. Please be assured, notification has been sent to thenational credit-reporting agencies to remove the account, in its entirety from your credit bureaureport Please allow the credit bureaus up to 45 days to update their records.I hope that this information is helpful. Should you have any further questions regarding youraccount, please contact me at (800) 675-5685, ext. 7293772 [TDD/TTY (800) 695-1788). I willbe happy to assist you.Sincerely,[redacted] Consumer Relations Specialist
I am the primary account holder of the Virgin America / Visa account discussed below. At the request of Comenity Bank, I am writing to affirm earlier details provided by [redacted], an authorized buyer on the account.With respect to the complaint (Reference ID [redacted]), I am writing to validate that the facts described are absolutely correct. To re-summarize:- We were informed that our card had been compromised, resulting in the need to receive a new card and account number.- This shift in account numbers caused a disruption in the auto-payment system; in addition, new emailed statements were being labeled as spam and therefore not visible to us.- Our account was subsequently reported to the credit bureaus as 30 days delinquent. Full payment has since been provided.- We would like the negative reporting removed. I have attached the supporting documentation we provided in connection with this complaint. Please let me know if we can offer additional information.Thank You, [redacted]###-###-####
Delete this account from all three of the credit bureaus. This account has been reported wrong since 2014 for more than 2 years and it has caused me more than enough problems. By correcting Equifax it's not going to solve anything because Experian and Transunion are showing the same as well. By making the changes now it will make it worse for my credit because it will show as a new update.
Regards,
[redacted]
Dear Ms. [redacted] We have received your complaint, addressed to the Revdex.com of central Texas, regarding the above-referenced account. Comenity Capital Bank issues J.Jill 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 in June 2015 you made a small purchase in the amount of $126.51, after this purchase you left the USA for 3 months and was unable to make your payment through the website. Upon your return in September 2015 you made a payment of $126.51. Additionally, you noticed that you were charged late fees for non-payment. You placed a call to the Bank and were advised that the Bank would be willing to remove half the fees as a courtesy and you declined this offer. You are requesting that all fees are removed from the account due to this was no fault of yours as you were out of the country. I am happy to share my findings with you. Your J.Jill account was opened on June 5, 2015; use of the account or failure to close the account within 30 days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees. As stated in the Credit Card Agreement (CCA), if your payment is not received prior to, less than the minimum due, or by the payment due date, late fees and finance charges may be assessed to your account. Enclosed is a copy of the CCA for your records After a thorough review of the account, our records indicate that the Bank did not receive any payments until September 14, 2015. As no errors were found on the Banks part, we are unwilling to remove the fees that were applied due to this matter. As of the date of this letter, the account balance is $126.21 and is two billing periods past due. If the account exceeds six billing periods past due the account may be written off, closed and reported to the credit-reporting agencies as an unpaid debt. This will report on your credit bureau for seven years. If you wish to discuss suitable payment arrangements, please call our Customer Retention Team at ###-###-#### (TDD/TTY ###-###-####). We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you. If you have any further questions regarding your account, please contact our Customer Retention Team at the telephone number provided. They will be happy to assist you. Sincerely, Renee S[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues RUNWAYREWARDS credit cards. We are here to answer your questions and assist with your concerns. Your complaint states an associate enrolled your account in Account Assure...
while you were at the store. However, there is no sign of it on your account. You want the problem fixed, as you are currently out of work, and would like the account paid through Account Assure. We understand your concerns and would like to explain our findings. Please be advised, the Bank has no record of the account ever being enrolled in Account Assure. AON administers the Account Assure program. If you would like information regarding the program, please contact AON at ###-###-####. We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our 12-Month Customer Hardship Program or in our Customer Long-Term Workout Program. These programs can provide customers with special terms in order to help bring the account current. If you are interested in obtaining information on whether you qualify for one of these programs, please call ###-###-####. Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can provide options such as reducing the interest rate and the minimum payment requirement and could include all of your creditors. We support and participate in the programs provided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling 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, K. W[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Hot Topic credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence, your...
account was paid in full as agreed, but the collection calls continued, as there was a miscalculated amount left. You paid an additional $10.00, and the remaining balance was supposed be credited. You are requesting the balance adjusted, the account removed from your credit report, and to cease all contact. Per your request, a "cease and desist" status has been placed on your account(s). This cease and desist request will stop all future collection efforts, except those legally permissible. It will also suspend authorizations for new purchases on your account(s) since we will be unable to contact you. You will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account(s) may be changed at any time by contacting us again in writing at the below address: [redacted]
[redacted]
[redacted] This letter is for informational purposes to respond to your correspondence and is not an attempt to collect on this balance. After a thorough investigation, Bank records indicate that a payment agreement was arranged on February 24, 2017, with a Bank representative to waive the previously assessed bank fees if a payment of $10.00 was paid. As a result of this agreement, a payment of $10.00 was scheduled via telephone with a Bank representative. The Bank representative did not remove all the previously assessed bank fees, as promised; resulting in an outstanding balance. On behalf of the Bank, please accept my apology for the manner in which your account was handled. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. We have taken steps to coach our associate in providing a more positive experience to our customers. Due to this error, we have removed the previously assessed bank fees, and sent notification to the credit-reporting agencies with instructions to delete the negative payment information that was reported in May and June 2017, with regard to your Hot Topic account. Please allow the credit-reporting agencies 45 days to update their records. As of the date of this letter, the account balance is zero. We respectfully decline to remove the account from your credit report. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
Dear Mr. [redacted]We received your complaint, addressed to the Revdex.com, regarding the abovenotedaccount. Comenity Bank issues The Sportsman's Guide Buyer's ClubTM AdvantageRewards Visa@ accounts and we respond to all account-related questions. Your complaint wasforwarded to my...
attention, and I appreciate this opportunity to assist you.Your complaint indicates that you have not received a credit card or billing statement throughthe mail. Additionally, you were unable to log into our Account Center web site to make yourpayment because you did not have your User ID or your account number. You further state thatwe would not provide you with your account number for access to our Account Center web site.Due to this, you now have a balance of $135.00 In late fees. You state that you would like topay the original purchase amount and would like to have the account closed.Bank records show that your welcome kit, which included your credit card, was mailed to youraddress as shown above, on August 10,2015.Furthermore, Bank records show we issued your first billing statement on August 17, 201 5, witha balance of $29.99, and a minimum payment due of $25.00 by September 12,2015. We haveno record of the statements being returned as undeliverable.Also, on September 30, 2015, you contacted our Customer Service department and spoke witha Bank representative. During this conversation, you stated that you were just opening your firststatement and were concerned about the late fee and finance charge that were assessed. Youadvised our representative that this may not have been the first statement sent; however, it wasthe first statement you were opening.In the interest of customer service, our representative credited the late fee and finance charge,returning your account balance to $29.99. She then advised you that you could pay online, forno charge, or mail your payment and that the payment was due by October 12, 2015. Therepresentative asked if you would like her to walk you through the process of enrolling theaccount for online access. You responded that you would do it later. You provided your emailaddress and she sent you the website link.Bank records indicate that within 15 minutes of the call being terminated, you registered theaccount on our online Account Center. Account Center provides accountholders the ability toview statements and make payments online. On that same date, you chose paperless statements which means you would receive your statements online, versus postal mail.As of the date of this letter, no payment has been received. Please be advised that the Bank is unwilling to remove any additional fees.Please be assured that we have closed the account at your request.Should you have any additional questions or concerns, please do not hesitate to contact medirectly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy toassist you.Sincerely, Rosa M[redacted]
Dear [redacted]: We received your complaint regarding the above-referenced credit card account. Comenity Bank issues multiple credit card accounts, and we are here to help answer your account-related questions. Your complaint, addressed to the Revdex.com, was...
forwarded to my attention, and I appreciate the opportunity to respond to your concerns. In your complaint, you state that there was an inquiry on your [redacted] credit report on February 1, 2015, and you did not authorize your credit file to be obtained. You are requesting that the inquiry be removed from your credit file. We understand your concerns, and apologize for any inconvenience or frustration this matter may have caused you. We attempted to locate the account in question; however, we are unable to locate the account with the information you have provided. To better assist you, we need additional information to locate the account(s) in question. Please provide the following: ? The information showing on your credit report ? Complete Comenity Bank Account Number ? Any Previous Names of Accountholder ? Any Previous Addresses ? Home Telephone Number ? Social security number This information can be mailed to the address listed above, or faxed to my attention at [redacted]
[redacted]
I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Jenny W[redacted] Consumer Relations Specialist
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Columbian Emeralds credit card. We are here to answer yourquestions and assist with your concerns.We understand from your complaint that your account was assessed...
a late fee of $25.00. Youstate that your personal bank indicates that a payment was sent on July 12, 2016, was receivedon July 19, 2016, but was not posted to your Columbian Emeralds account until July 21, 2016.You further state that you contacted the Bank, via email and social media, in August 2016regarding the late fee, and believed it had been resolved.Upon receiving your March 2017 billing statement, indicating an expired promotional financecharge, you contacted the Bank via telephone and requested to speak to a manager. Therepresentative you spoke to transferred you to a collections representative, who then transferredyou to another representative, who did not provide a resolution.You are requesting that the Bank reverse the late fee from July 2016, as well as any financecharges.Bank records indicate a Twitter message was received from you on August 16, 2016; however,with the information provided in the tweet, we were unable to locate an account, and asked youto call for further assistance.Please be advised that payments are processed to your account on the day they are received. Inorder to provide the best customer service, we offer multiple ways to make a payment including:Online: Online payments submitted through the Bank’s online Account Center before 8:00 p.m.Eastern Time (ET) will be credited to your account on the same day, unless you select a date inthe future. Online payments submitted after 8:00 p.m. ET will be credited the following day (or ona future scheduled payment date).Mail: Send your payment and payment coupon in the envelope that came with your billingstatement. We recommend allowing up to 10 days for the payment to arrive. If you’re a paperlesscustomer, print out a payment stub on the online account management site so your payment isprocessed as quickly as possible.Phone: If you need to make a same-day payment, you may call us at the phone number on theback of your billing statement before 8:00 p.m. ET to speak to a customer care representative. Afee may apply to same-day, expedited payments made with the representative.The above information and more can be found by visiting:http://www.comenity.net/comenity/UsingAccount/CustomerResourceCenterhtt...⇄ records indicate your payment due date is the 20th of every month. The Colombian Emeraldsaccount is a regular revolving account, which means that if there is a balance, a minimum paymentis required each billing period. Please keep in mind that when payments are not received, arereceived after the due date, or are made for less than the minimum required, the account will beassessed a late fee, as explained in the Credit Card Agreement.Furthermore, the February 4, 2016, purchase for $2078.25 was placed on a 12 month deferredinterest, payment required promotional plan with an expiration date of February 4, 2017. Underthe terms of this promotional plan, interest on the purchase is deferred until the plan expires. Thismeans that interest on this purchase was accruing monthly from the original purchase date butwas not being applied to your account. In order to keep the accrued finance charges from beingapplied to your account, the entire promotional purchase amount needed to be paid in full by thepromotional plan’s expiration date. The details of your promotional plan as well as the expirationdate were present on each billing statement.A billing statement was issued to you on January 25. 2017, with a balance of $178.25 and aminimum payment of $25.00 due on February 20, 2017. In the “details of your plans” section, itstates that the promotional balance of $178.25 must be paid in full by February 4, 2017, to avoidpaying accrued interest. Your payment of $153.25 was received on February 18, 2017. As thiswas received after the promotional plan end date, and was not enough to satisfy the remainingpromotional balance, the accrued finance charges of $305.80 were added to the account.As a courtesy, credits totaling $25.21 were issued for the late fee, and related finance charge,that was assessed on March 20, 2017. Your payment of $337.79 was received on April 19, 2017,which brought your account balance to zero, and the account was closed at your request.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Rosa M[redacted]