[redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank previously issued the Maurices credit cards. We are here to answer your questions and assist with your concerns. We understand that in May 2014 you opened the above referenced account, and paid it off and closed it in February 2016. When closing the account, you were advised there wasn’t a remaining balance and there was nothing further that needed to be done. When checking your credit report, the account reflects a balance. You contacted the Bank to resolve the issue and were advised the remaining balance was a settlement fee for closing the account, and you were not required to pay it; however, if you did not, it would be sent to the credit agencies. Furthermore, you were told you would not receive confirmation for 30 days that the settlement fee was paid. You are requesting to receive a refund of $50.00 for the settlement fee you paid, but were never advised of, and your credit report corrected. After a review of the account, we find you gave permission for the Bank to provide your mother Katherine with account information. On February 12, 2016, Katherine called in to the Bank and was advised the balance was $126.16. The Bank offered to settle the account with a $75.00 payment that Katherine could pay; however, you would need to contact the Bank personally to accept the offer. The $75.00 payment was made, and the account was notated so when you contacted the Bank the settlement offer and payment would be reflected . We did not receive contact from you to accept the settlement offer; therefore, the remaining balance of $51.16 was never waived off the account. Please be advised this amount is not a settlement fee, but the remaining balance owed on the delinquent account. We attempted to contact you on September 5 and September 6, 2017, to discuss the situation; unfortunately, our attempts were unsuccessful. We need to know how you would like to handle the situation and have outlined your options below. We are happy to honor the settlement offer that was provided in February 2016. This option would report your account as closed write-off, paid in full for less than the full balance, and provide you with a refund of $51.16. Additionally, this will remove the delinquencies from March 2016 to August 2017. Your other option would be to have the account reported as closed write-off, paid in full. If you select this option the payment made on August 18, 2017, will remain on the account and all reported delinquencies would remain on your credit report. Please respond to this correspondence through the Revdex.com and advise which option you would like to select. We apologize for any frustration or inconvenience this may have caused you. 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, Diamond L[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions andassist with your concerns.In the correspondence, you indicate you paid for your purchase with your debit...
card. Three months later,you received a statement for $10.00 and late fees. You state you are receiving five calls a day from 7:00a.m. to 9:00 p.m. You paid $10.00 so the Bank would leave you alone. You are requesting a resolution tothe matter.We understand your concern regarding your purchase. Please be advised, the purchase of $9.99 was madeusing the Victoria’s Secret Angel credit card.We have reviewed the concerns noted in your correspondence as well as the applicable telephone records.We have verified that all calls were made between 8:00 a.m. and 9:00 p.m. in your time zone.We want you to have a positive customer experience with the Bank, and we have updated your phonenumber(s) ending in [redacted] and [redacted] with “Do not Call” instructions.Please be assured, we have removed all associated late fees and finance charges due to the addressmissing the apartment number. As a result of the credit balance on the account, we have issued a refundcheck for $0.01. Please allow up to 14 business days to receive the check, which will be mailed separatelyfrom this correspondence.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Nicole FCompliance Dept. – Consumer Responses
1) When I first connected with Customer Service to report my dispute in Dec 2014 (Followed by Jan, Feb, March 2015), I was not informed that it would only be the remaining amount I am eligible a credit for. Each time I was told they were working out the details of my dispute. What is the point in leading a customer to believe contracts and good business practices will be honored if you could have settled my account three months ago, since your policy is so clear to you?3) I am sure you are aware, as a credit company, that almost all disputes happen after transactions are completed, which is why your policy makes such little sense. I spoke with supervisor [redacted] at your ALS customer service number on 4-16-2015 who agreed with me and said I can dispute for any services not received. What does a dispute mean to you if you are not looking into the case at all?4) I have unused packages purchased even in the 60 day period you say is eligible for disputes. Why am I not entitled a refund for those packages at the least?
Regards,
[redacted]
Dear Mr. [redacted] We received your complaint, addressed to the Revdex.com, regarding the credit card account referenced above. Comenity Bank issues the roomplace® 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. We understand from your complaint that you were charged and billed for merchandise purchased from the roomplace; however, you returned the merchandise because it was damaged and broken when you received it. When you spoke to the roomplace you were advised that the situation was taken care of; however, you state the account is still on your credit report. You would like this removed from your credit report. We apologize for any inconvenience this matter may have caused you. After a thorough search in our records, we were unable to locate the roomplace account in your name. Additionally, we find that we are not reporting any information concerning the roomplace account on your credit report. Please note that Comenity Bank and the roomplace are two separate entities. The Bank issues and is responsible for addressing questions related to the roomplace credit card account. The roomplace is responsible for handling matters related to sales, cancellations, merchandise processing, returns, and delivery. We suggest you contact the roomplace store in which you originally made the purchase for additional details. We hope you find this information helpful. If you have any other questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referenced credit card account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns.We understand your concerns regarding the late fee and...
finance charge that was assessed to your account, and your request to have the charges removed as you were out of the country.I’ve reviewed your account and I’m happy to share my findings.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement.Bank records indicate that a billing statement was sent to you on December 9, 2016, with a balance of $284.76 and a minimum payment of $27.00 due on January 4, 2017. We received your payment of $246.76 on January 14, 2017, and after the due date. As a result, your account was assessed a late fee of $27.00 and a finance charge of $5.52.The bank issued credits previously for late fees on September 13, 2016.As no Bank errors were found, we are unwilling to remove the current late fee and finance charge.As of the date of this letter, the account balance is $38.00.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Shawnda Y[redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank previously issued Justice credit card accounts, and we are here to help with your account-related questions. Your inquiry was...
forwarded to my attention, and I appreciate the opportunity to assist you. We understand from your complaint that you made two payments in May and June and they were cashed by Comenity Bank. You state [redacted] never received the payments from the Bank. You state the Bank will not give back the payments, and has no recollection of getting the checks, although you have proof from your Bank that they were cashed. You state that you have contacted Comenity Bank numerous times to get a refund and the Bank will not refund the money. We apologize for any frustration this matter has caused you. We apologize if you feel you did not receive the best customer service. Based upon your complaint, the Bank has reviewed the applicable phone conversations. Calls of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution will be followed. Thank you for faxing the front and back of the checks for additional research. Please be advised we have located both payments. The payment of $30.00 was forwarded to [redacted], check# [redacted], as of today’s date. The payment for $62.00 will be returned to you directly via mail under separate cover. Please allow 7-14 business days to receive. To prevent this matter in the future, please ensure your bill pay information is updated to reflect that of [redacted]. We hope this information is helpful. Should you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Kaija M[redacted]
Dear Ms. [redacted] We have 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 help answer your account-related questions. I appreciate the opportunity to assist...
you with your concerns. We understand from your complaint that in October 2015 you enrolled the EXPRESS account into a debt-management program, and that all monthly payments have been made on time via the program. You state in November 2015 you disputed the reporting of the account with the credit agencies, and they verified the late reporting as accurate. You state this is not accurate. At this time you are requesting an immediate update to the credit agencies regarding the delinquent reporting. I am happy to share my findings. Bank records indicate that due to non-payment, the EXPRESS account was written-off on June 2, 2014, with a balance of $1,152.23, and was reported to the credit agencies as an unpaid debt. On September 5, 2015, the account was enrolled into the debt management program. Please be assured we have reviewed the reporting of the EXPRESS account, and we find that the information reported is correct; as such, we are unwilling to remove any delinquencies. We understand that our customers may experience circumstances beyond their control which may cause their accounts to become past due. As an option, you may want to consider submitting a consumer statement to the credit-reporting agencies, explaining the reason(s) why the account became past due. This statement will not change your credit rating; however, it will explain to other potential creditors why the account became past due, and it may contribute to their decision. You may reach the credit bureaus 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 I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Kaija M[redacted]
Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account.Comenity Bank issues the BrylaneHome credit card. We are here to answer your questions andassist with your concerns.Your complaint states that on January 3, 2017, you made a payment and...
requested to close youraccount. You apologized for the tardiness of your payment, as you had been under medicaltreatment. After the final payment was made, you continued to receive bills and telephone calls.On March 9, 2017, you received a telephone call and were advised that you still had a balanceowed. You felt the associate was aggressive with you, so you hung up on her. You do not feelyou owe the money and you hope the Bank refrains from reporting negative information to thecredit bureaus.We have reviewed the concerns in your correspondence. We apologize if you felt you did notreceive the best customer service. We never intend to treat our customers in a less-thansatisfactorymanner. We are committed to providing the best customer service and aredisappointed when a customer feels this standard was not met.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out payment arrangements to minimize any negative creditreporting. Many times a payment is overlooked, and reminder calls or payment discussions arehelpful to bring the account back to a current status.Bank records indicate that we sent you a billing statement on December 7, 2016, reflecting abalance of $122.84 and a $20.00 minimum payment due by January 2, 2017. You called the Bankon January 3, 2017, and closed the BrylaneHome account. Also on this day, you submitted apayment of $122.84. As the payment, was after the due date, the account was assessed a latefee and finance charge.As the next two months (February and March 2017) went by with no payments received, theaccount was assessed late fees and finance charges. Additionally, the account was reported asdelinquent to the credit bureaus.Please keep in mind, when a payment is not received, is received after the due date, or receivedfor less than the minimum due, the account will be assessed a late fee, as explained in the CreditCard Agreement.Although the fees are valid, as a courtesy, we issued credits to the account totaling $71.62 toremove the remaining balance. Additionally, we removed the 30-day late payment that wasreported on your account for March 2017. This information will update with the credit bureauswithin 45 days.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Compliance Dept. – Consumer Response
Dear Mr. [redacted]: We received a complaint from you, addressedto the Revdex.com, regarding the above-mentioned account. Comenity Capital Bank issues Blue Nile creditcards, and we are here to help with all account-related questions. Your...
correspondence was forwarded to myattention, and I appreciate the opportunity to respond to your concerns. We understand your concerns regarding the interestcharge that posted to your account for your expired promotional plan and thatyou would like your account to reflect a current status on your credit reportand your credit limit restored. We wouldlike to apologize for any inconvenience this issue may have caused you. Our records indicate that a purchase of $10,000.00was charged to the account on February 13, 2014. The purchase was placed on a 12-monthdeferred interest, 1% payment required promotion plan, scheduled to end on February14, 2015. As agreed at the time ofpurchase, no interest would be assessed to the account, should the balance bepaid in full as of the scheduled ending date. The information was provided on all billing statements in the “detailsof your plans” section as well as the Blue Nile website under Option 2:NoInterest If Paid In Full. You were advised that should the balance notbe paid in full, accrued finance charges dating back to the original date ofpurchase would be assessed to the account. On February 14, 2015, as the balance was not paid in full, financecharges totaling $2,633.93 were assessed to the account. Bank records indicate that your credit limitwas decreased to zero on August 1, 2015, due to non-payment. As no payments or less than the minimumpayment required were made by the May 27th, June 27th, andJuly 27th due dates, late fee charges were applied to your account. After reviewing our records, we found thatthe information we reported is accurate. As such Comenity Bank is unwilling to remove this information from yourcredit bureau report. Credit limits aresystematically reviewed three to four times throughout the year and based onone’s current pay history and credit standing, the credit limit can be eitherraised or lowered. At this time we areunable to reinstate your credit limit. As stated in the Credit Card Agreement (CCA),if your payment is not received prior to or by the minimum payment due date, orless than the minimum due, late fees and finance charges may be assessed toyour account. Please find enclosed acopy of the CCA for your records. Your current account balance is $3,721.43 anda payment of $149.00 is due by September 27, 2015. Your last payment of $4,000.00 was applied toyour account on August 27, 2015. Additionally, customers who are experiencingfinancial difficulties are urged to contact a non-profit Consumer CreditCounseling Service (CCCS) organization for assistance. Their programs include lowering the interestrate and the minimum payment requirement, and would include all of yourcreditors. Comenity Bank supports andparticipates in the programs provided by CCCS. If you wish to obtain information regardingtheir programs, and for a CCCS organization located near to you, you maycontact the national office toll free at ###-###-####. We hope that you find this informationhelpful. Should you have any otherquestions 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. Coleman:Thank you for contacting the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues OLD PUEBLO TRADERS® credit card accounts, and we arehere to help with account-related questions. Your additional complaint was forwarded to myattention, and I appreciate the opportunity to assist you.We understand from your additional complaint that you are forwarding additional informationregarding your complaint, which include fraud bills. You have concerns regarding late fees andinterest that have been charged to the account. You also have questions regarding the provisionalcredits.As we previously stated, your concerns have been forwarded to our Account Protection (Fraud)Team, and fraud case number [redacted] was opened on October 18, 2016. The case wastransferred from [redacted] to [redacted] who is now the investigator assigned to yourcase. The investigation may take up to 90 days to be completed, and you will be notified by mailof the outcome. The account has been closed to prevent any further charges.I hope you found this information to be helpful. Should you have any additional questions orconcerns about the investigation, please contact our Account Protection Team at ###-###-####(TDD/TTY ###-###-####).Sincerely,Amanda R**Consumer Relations SpecialistCC: Revdex.com
Dear Mr. [redacted]: We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned accounts. Comenity Capital Bank issues ZALES THE DIAMOND STORE® credit cards, and we are here to...
help with all account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you have been receiving repeated telephone calls regarding your accounts starting at 8:00am, and you are requesting that we reduce the number of calls to maybe one or two calls a day. We apologize for any frustration this matter may have caused you. Please note, when the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Capital Bank may call you until our attempts to communicate are successful. You may send us a written request to cease and desist all contact to collect on your account(s). This written request would stop all future collection phone calls. Your request to cease and desist contact on your account(s) may be changed at any time by contacting us again in writing. If you wish to have this status added to your account(s), please write the Bank at the below address: Comenity Capital Bank P.O. Box 183003 Columbus, OH 43218-3003 Bank records indicate your ZALES THE DIAMOND STORE® credit card account ending in 2910 is three billing periods past due. Please note, should an account exceed six consecutive billing periods past due, the account would be permanently closed and written off, due to non-payment, and reported to the national credit reporting agencies as an unpaid debt. The last payment of $38.00, posted to the ZALES THE DIAMOND STORE® account on March 29, 2016. Currently, a minimum payment of $45.00 is due by May 20, 2016, this payment will bring your account current and collection efforts will cease. Bank records indicate your ZALES THE DIAMOND STORE® credit card account ending in 5074 has received a payment of $40.00 on May 4, 2016. This payment has brought the account current and you should not receive any additional telephone calls regarding this account. We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our Customer Hardship Program. This program provides customers with twelve months of special terms in order to bring and keep the account current. If you are interested in obtaining information on whether you qualify for this program, 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 ###-###-####. We hope that you find this information helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted]We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues avenue® credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns.We understand from your complaint that you placed an order for two pair of shoes for which you believe the total was around $120.00. You state that you made several payments in the amount of $30.00 to $40.00 each which should have covered the cost of the shoes. You also indicate that you became ill and were unaware that the balance had exceeded $400.00. You are requesting that the late fees and returned payment fees are removed from the account, and you want the account closed. I am happy to share my findings with you.We are sorry to hear that you became ill and hope that you are feeling better at this time.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement (CCA). Please find a summary of your avenue® account below. I have enclosed a copy of the account CCA, as well as copies of your billing statements which show the account activity that comprised the account balance. Your avenue® account was opened on September 26, 2014; 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. The last purchase of $123.07 was made on September 29, 2014, and your last payment of $75.00 was received on September 18, 2015. Comenity Bank is unwilling to credit late fees due to the Bank finds no errors and the balance is valid. Additionally, after reviewing the account there were no returned payment fees assessed to the account.As of the date of this letter, the balance is $493.83 with a minimum payment of $125.00 due on March 17, 2016, and the account is five billing cycles past due. If the account becomes six consecutive billing cycles past due, the account will be closed, written off and reported to the national reporting-agencies as an unpaid debt.We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our Customer Hardship Program. This program provides customers with twelve months of special terms in order to bring and keep the account current. If you are interested in obtaining information on whether you qualify for this program, 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 ###-###-####.The account was closed on March 2, 2016, per your request.If you wish to discuss suitable payment options, please contact our Payment Solutions 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 about your account, please contact our Payment Solutions team at the telephone number provided. They will be happy to assist you.Sincerely, Renee S[redacted]
[redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns. You state you received a hit on your credit bureau report from Comenity Bank, and you do not live in [redacted], nor do you have business with the Bank. You state when you contacted the Bank, they wanted your Social Security Number; however, you were told without this information the Bank would not help you and you were hung up on. You are disputing this claim of bad debt. We have reviewed our records and we are happy to share our findings. We understand your concern with providing your personal information. To ensure we protect our customer’s privacy, we will not release account information unless we can verify their identities. Unfortunately, when a customer declines to provide this verifying information, we are unable to provide detailed information regarding an account. We apologize for any frustration; however, please be assured this practice is designed to keep your personal information safe. We have reviewed the concerns in your correspondence, as well as the applicable telephone conversations. 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. A review of our records indicates that you are listed as a spousal authorized buyer on the above-referenced account. The Bank is required to reflect the participation of both spouses on an account if the accountholder’s spouse is permitted to use the account. As an authorized user of the account, we are required to report the credit card account to the credit reporting agencies. Your credit report will show you are an authorized user on the account and not contractually liable for the balance due. Because you are disputing the account, notification has been sent to the credit reporting agencies with instructions to remove the above-referenced account from your credit bureau report. 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, Laura R[redacted] Compliance Dept. – Consumer Responses
Dear [redacted]Thank you for the recent inquiry regarding the above-noted account. Comenity Capital Bank issues Ideal Image credit accounts, and we are here to help with your account-related questions. Your correspondence, sent to the Revdex.com, was forwarded to...
my attention, and I appreciate the opportunity to respond to your concerns. I understand your concerns regarding the payment distribution to your account, and I apologize for any confusion or inconvenience this situation may have caused you. After reviewing your account, our records indicate that you made purchases that were placed on an 18 month deferred interest payment required plan, and a 24 month deferred interest payment required plan. Purchases that are placed on promotional plans, require a monthly payment for each promotional plan, and the payment remitted is distributed to each plan. If there is more than one promotional plan, the statement that is issued will reflect a total minimum payment, which would include the required minimum payment for each plan. For example, if Plan A has a required payment of $10.00, Plan B has a required payment of $10.00, and Plan C has a required payment of $20.00, then the total minimum payment required for that billing period would be $40.00 and the payment that is sent in is distributed according to the terms of the account. When you make a payment on your credit card account, your payment is applied to your total account balance, including your revolving account balance, deferred-interest promotional plan, and any other plans associated with your account. The amount applied to your revolving account and deferred-interest plan is based on your plan balance(s). When a deferred-interest plan is nearing its expiration date, and you pay more than the required minimum payment due, the additional amount is applied to the soon-to-be-expired plan. We appreciate the time you have taken to notify us of your concerns. Please be assured, we have taken your feedback into consideration and are working to make a more customer friendly process that will provide more in depth information. I hope the information I provided is 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, Diamond L[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the Forever 21 credit card. We are here toanswer your questions and assist with your concerns.We understand the concerns as explained in your correspondence. You made an...
$80.00 paymentand it has not been applied to your account. You are requesting the payment be applied to youraccount.Our records indicate on January 6, 2017, a payment of $80.00 was applied to your account.We have enclosed the January billing statement which shows that the payment posted to youraccount.Please be advised that Bank records indicate on January 17, 2017, you spoke with a Bankassociate, who confirmed your payment posted to your account and the late fee was credited, asa courtesy.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Tionna M[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention for review, and I...
appreciate the opportunity to assist you.Your complaint states that you last purchased on the card in September 2006, and you paid an agreed upon amount in 2012 to settle the balance. You also state that your account was reopened with the original balance, less the agreed paid amount, and then the account was sent to collections. You have requested the account be closed and the collection attempts to stop, as you do not owe the debt.Bank records indicate that the last purchase of $301.11 was made on September 13, 2006. The last payment of $55.00 was received on September 14, 2012. As no further payments were received, the account was closed and written off on May 9, 2013, with an unpaid balance of $381.02.We have no record of an agreed settlement and the account reflects that we were unable to collect the debt. As such, the account was transferred to Portfolio Recovery on June 18, 2014. In order for Comenity Bank to recall this debt, we would need a copy of the settlement confirmation letter you mention in your complaint. This can be sent to the address noted above, or you may fax to my attention to ###-###-####. Once received, we would update our records. Otherwise, you would need to contact Portfolio Recovery, toll free, at ###-###-####.We hope this information is helpful. Should you have further questions or concerns, please contact Portfolio Recovery at the number provided.Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted]We received your additional complaint addressed to the Revdex.com, regarding theabove-referenced account. Comenity Capital Bank issues Virgin America Visa@ accounts, andwe respond to all account-related inquiries. Your correspondence was forwarded to myattention for review and I appreciate this opportunity to assist you.We understand from your complaint that you are concerned with the 30 day delinquency that isappearing on your credit report regarding the above-noted account. You state that the shift ofyour account numbers due to your card being compromised caused a disruption in your autopaymentsystem and your email statements were delivered as spam. You would like thedelinquency removed from your credit bureau report.Bank records indicate the Virgin America Visa@ account was reported as 30 days delinquent inAugust 2015. Please note in the interest in customer setvice we have sent instructions to thenational credit-reporting agencies to remove the 30 day delinquency from August 2015regarding the Virgin America Visa@ account. Please allow them up to 45 days to update theirrecords.We hope you have found this information to be helpful. Should you have any additionalconcerns please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I willbe happy to assist you.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
Denise F[redacted]
Dear [redacted]...
[redacted] Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank previously issued the Maurices credit cards. We are here to answer your questions and assist with your concerns. We understand that in May 2014 you opened the above referenced account, and paid it off and closed it in February 2016. When closing the account, you were advised there wasn’t a remaining balance and there was nothing further that needed to be done. When checking your credit report, the account reflects a balance. You contacted the Bank to resolve the issue and were advised the remaining balance was a settlement fee for closing the account, and you were not required to pay it; however, if you did not, it would be sent to the credit agencies. Furthermore, you were told you would not receive confirmation for 30 days that the settlement fee was paid. You are requesting to receive a refund of $50.00 for the settlement fee you paid, but were never advised of, and your credit report corrected. After a review of the account, we find you gave permission for the Bank to provide your mother Katherine with account information. On February 12, 2016, Katherine called in to the Bank and was advised the balance was $126.16. The Bank offered to settle the account with a $75.00 payment that Katherine could pay; however, you would need to contact the Bank personally to accept the offer. The $75.00 payment was made, and the account was notated so when you contacted the Bank the settlement offer and payment would be reflected . We did not receive contact from you to accept the settlement offer; therefore, the remaining balance of $51.16 was never waived off the account. Please be advised this amount is not a settlement fee, but the remaining balance owed on the delinquent account. We attempted to contact you on September 5 and September 6, 2017, to discuss the situation; unfortunately, our attempts were unsuccessful. We need to know how you would like to handle the situation and have outlined your options below. We are happy to honor the settlement offer that was provided in February 2016. This option would report your account as closed write-off, paid in full for less than the full balance, and provide you with a refund of $51.16. Additionally, this will remove the delinquencies from March 2016 to August 2017. Your other option would be to have the account reported as closed write-off, paid in full. If you select this option the payment made on August 18, 2017, will remain on the account and all reported delinquencies would remain on your credit report. Please respond to this correspondence through the Revdex.com and advise which option you would like to select. We apologize for any frustration or inconvenience this may have caused you. 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, Diamond L[redacted]
Comenity Bank (Bank) has received your correspondence regarding the above-referenced account.Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions andassist with your concerns.In the correspondence, you indicate you paid for your purchase with your debit...
Compliance Dept. – Consumer Responses
card. Three months later,you received a statement for $10.00 and late fees. You state you are receiving five calls a day from 7:00a.m. to 9:00 p.m. You paid $10.00 so the Bank would leave you alone. You are requesting a resolution tothe matter.We understand your concern regarding your purchase. Please be advised, the purchase of $9.99 was madeusing the Victoria’s Secret Angel credit card.We have reviewed the concerns noted in your correspondence as well as the applicable telephone records.We have verified that all calls were made between 8:00 a.m. and 9:00 p.m. in your time zone.We want you to have a positive customer experience with the Bank, and we have updated your phonenumber(s) ending in [redacted] and [redacted] with “Do not Call” instructions.Please be assured, we have removed all associated late fees and finance charges due to the addressmissing the apartment number. As a result of the credit balance on the account, we have issued a refundcheck for $0.01. Please allow up to 14 business days to receive the check, which will be mailed separatelyfrom this correspondence.I hope you have found this information to be helpful. If you have any questions or concerns, please feel freeto contact me at ###-###-####.Sincerely,Nicole F
1) When I first connected with Customer Service to report my dispute in Dec 2014 (Followed by Jan, Feb, March 2015), I was not informed that it would only be the remaining amount I am eligible a credit for. Each time I was told they were working out the details of my dispute. What is the point in leading a customer to believe contracts and good business practices will be honored if you could have settled my account three months ago, since your policy is so clear to you?3) I am sure you are aware, as a credit company, that almost all disputes happen after transactions are completed, which is why your policy makes such little sense. I spoke with supervisor [redacted] at your ALS customer service number on 4-16-2015 who agreed with me and said I can dispute for any services not received. What does a dispute mean to you if you are not looking into the case at all?4) I have unused packages purchased even in the 60 day period you say is eligible for disputes. Why am I not entitled a refund for those packages at the least?
Regards,
[redacted]
Dear Mr. [redacted] We received your complaint, addressed to the Revdex.com, regarding the credit card account referenced above. Comenity Bank issues the roomplace® 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. We understand from your complaint that you were charged and billed for merchandise purchased from the roomplace; however, you returned the merchandise because it was damaged and broken when you received it. When you spoke to the roomplace you were advised that the situation was taken care of; however, you state the account is still on your credit report. You would like this removed from your credit report. We apologize for any inconvenience this matter may have caused you. After a thorough search in our records, we were unable to locate the roomplace account in your name. Additionally, we find that we are not reporting any information concerning the roomplace account on your credit report. Please note that Comenity Bank and the roomplace are two separate entities. The Bank issues and is responsible for addressing questions related to the roomplace credit card account. The roomplace is responsible for handling matters related to sales, cancellations, merchandise processing, returns, and delivery. We suggest you contact the roomplace store in which you originally made the purchase for additional details. We hope you find this information helpful. If you have any other questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referenced credit card account. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answer your questions and assist with your concerns.We understand your concerns regarding the late fee and...
finance charge that was assessed to your account, and your request to have the charges removed as you were out of the country.I’ve reviewed your account and I’m happy to share my findings.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement.Bank records indicate that a billing statement was sent to you on December 9, 2016, with a balance of $284.76 and a minimum payment of $27.00 due on January 4, 2017. We received your payment of $246.76 on January 14, 2017, and after the due date. As a result, your account was assessed a late fee of $27.00 and a finance charge of $5.52.The bank issued credits previously for late fees on September 13, 2016.As no Bank errors were found, we are unwilling to remove the current late fee and finance charge.As of the date of this letter, the account balance is $38.00.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Shawnda Y[redacted]
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced account. Comenity Bank previously issued Justice credit card accounts, and we are here to help with your account-related questions. Your inquiry was...
forwarded to my attention, and I appreciate the opportunity to assist you. We understand from your complaint that you made two payments in May and June and they were cashed by Comenity Bank. You state [redacted] never received the payments from the Bank. You state the Bank will not give back the payments, and has no recollection of getting the checks, although you have proof from your Bank that they were cashed. You state that you have contacted Comenity Bank numerous times to get a refund and the Bank will not refund the money. We apologize for any frustration this matter has caused you. We apologize if you feel you did not receive the best customer service. Based upon your complaint, the Bank has reviewed the applicable phone conversations. Calls of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution will be followed. Thank you for faxing the front and back of the checks for additional research. Please be advised we have located both payments. The payment of $30.00 was forwarded to [redacted], check# [redacted], as of today’s date. The payment for $62.00 will be returned to you directly via mail under separate cover. Please allow 7-14 business days to receive. To prevent this matter in the future, please ensure your bill pay information is updated to reflect that of [redacted]. We hope this information is helpful. Should you have any further questions or concerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I would be happy to assist you. Sincerely, Kaija M[redacted]
Consumer notified Revdex.com by phone that the matter has been taken care of.
Dear Ms. [redacted] We have 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 help answer your account-related questions. I appreciate the opportunity to assist...
you with your concerns. We understand from your complaint that in October 2015 you enrolled the EXPRESS account into a debt-management program, and that all monthly payments have been made on time via the program. You state in November 2015 you disputed the reporting of the account with the credit agencies, and they verified the late reporting as accurate. You state this is not accurate. At this time you are requesting an immediate update to the credit agencies regarding the delinquent reporting. I am happy to share my findings. Bank records indicate that due to non-payment, the EXPRESS account was written-off on June 2, 2014, with a balance of $1,152.23, and was reported to the credit agencies as an unpaid debt. On September 5, 2015, the account was enrolled into the debt management program. Please be assured we have reviewed the reporting of the EXPRESS account, and we find that the information reported is correct; as such, we are unwilling to remove any delinquencies. We understand that our customers may experience circumstances beyond their control which may cause their accounts to become past due. As an option, you may want to consider submitting a consumer statement to the credit-reporting agencies, explaining the reason(s) why the account became past due. This statement will not change your credit rating; however, it will explain to other potential creditors why the account became past due, and it may contribute to their decision. You may reach the credit bureaus 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 I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Kaija M[redacted]
Dear [redacted]:Comenity Bank has received your correspondence regarding the above-referenced account.Comenity Bank issues the BrylaneHome credit card. We are here to answer your questions andassist with your concerns.Your complaint states that on January 3, 2017, you made a payment and...
requested to close youraccount. You apologized for the tardiness of your payment, as you had been under medicaltreatment. After the final payment was made, you continued to receive bills and telephone calls.On March 9, 2017, you received a telephone call and were advised that you still had a balanceowed. You felt the associate was aggressive with you, so you hung up on her. You do not feelyou owe the money and you hope the Bank refrains from reporting negative information to thecredit bureaus.We have reviewed the concerns in your correspondence. We apologize if you felt you did notreceive the best customer service. We never intend to treat our customers in a less-thansatisfactorymanner. We are committed to providing the best customer service and aredisappointed when a customer feels this standard was not met.When an account is delinquent, we will make proactive attempts to contact the customer,communicate the situation and work out payment arrangements to minimize any negative creditreporting. Many times a payment is overlooked, and reminder calls or payment discussions arehelpful to bring the account back to a current status.Bank records indicate that we sent you a billing statement on December 7, 2016, reflecting abalance of $122.84 and a $20.00 minimum payment due by January 2, 2017. You called the Bankon January 3, 2017, and closed the BrylaneHome account. Also on this day, you submitted apayment of $122.84. As the payment, was after the due date, the account was assessed a latefee and finance charge.As the next two months (February and March 2017) went by with no payments received, theaccount was assessed late fees and finance charges. Additionally, the account was reported asdelinquent to the credit bureaus.Please keep in mind, when a payment is not received, is received after the due date, or receivedfor less than the minimum due, the account will be assessed a late fee, as explained in the CreditCard Agreement.Although the fees are valid, as a courtesy, we issued credits to the account totaling $71.62 toremove the remaining balance. Additionally, we removed the 30-day late payment that wasreported on your account for March 2017. This information will update with the credit bureauswithin 45 days.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Compliance Dept. – Consumer Response
Dear Mr. [redacted]: We received a complaint from you, addressedto the Revdex.com, regarding the above-mentioned account. Comenity Capital Bank issues Blue Nile creditcards, and we are here to help with all account-related questions. Your...
correspondence was forwarded to myattention, and I appreciate the opportunity to respond to your concerns. We understand your concerns regarding the interestcharge that posted to your account for your expired promotional plan and thatyou would like your account to reflect a current status on your credit reportand your credit limit restored. We wouldlike to apologize for any inconvenience this issue may have caused you. Our records indicate that a purchase of $10,000.00was charged to the account on February 13, 2014. The purchase was placed on a 12-monthdeferred interest, 1% payment required promotion plan, scheduled to end on February14, 2015. As agreed at the time ofpurchase, no interest would be assessed to the account, should the balance bepaid in full as of the scheduled ending date. The information was provided on all billing statements in the “detailsof your plans” section as well as the Blue Nile website under Option 2:NoInterest If Paid In Full. You were advised that should the balance notbe paid in full, accrued finance charges dating back to the original date ofpurchase would be assessed to the account. On February 14, 2015, as the balance was not paid in full, financecharges totaling $2,633.93 were assessed to the account. Bank records indicate that your credit limitwas decreased to zero on August 1, 2015, due to non-payment. As no payments or less than the minimumpayment required were made by the May 27th, June 27th, andJuly 27th due dates, late fee charges were applied to your account. After reviewing our records, we found thatthe information we reported is accurate. As such Comenity Bank is unwilling to remove this information from yourcredit bureau report. Credit limits aresystematically reviewed three to four times throughout the year and based onone’s current pay history and credit standing, the credit limit can be eitherraised or lowered. At this time we areunable to reinstate your credit limit. As stated in the Credit Card Agreement (CCA),if your payment is not received prior to or by the minimum payment due date, orless than the minimum due, late fees and finance charges may be assessed toyour account. Please find enclosed acopy of the CCA for your records. Your current account balance is $3,721.43 anda payment of $149.00 is due by September 27, 2015. Your last payment of $4,000.00 was applied toyour account on August 27, 2015. Additionally, customers who are experiencingfinancial difficulties are urged to contact a non-profit Consumer CreditCounseling Service (CCCS) organization for assistance. Their programs include lowering the interestrate and the minimum payment requirement, and would include all of yourcreditors. Comenity Bank supports andparticipates in the programs provided by CCCS. If you wish to obtain information regardingtheir programs, and for a CCCS organization located near to you, you maycontact the national office toll free at ###-###-####. We hope that you find this informationhelpful. Should you have any otherquestions 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]
I wish to inform you that this complaint has been resolved. Please close the case.thanks, [redacted]
Dear Ms. Coleman:Thank you for contacting the Revdex.com, regarding the above-referencedaccount. Comenity Bank issues OLD PUEBLO TRADERS® credit card accounts, and we arehere to help with account-related questions. Your additional complaint was forwarded to myattention, and I appreciate the opportunity to assist you.We understand from your additional complaint that you are forwarding additional informationregarding your complaint, which include fraud bills. You have concerns regarding late fees andinterest that have been charged to the account. You also have questions regarding the provisionalcredits.As we previously stated, your concerns have been forwarded to our Account Protection (Fraud)Team, and fraud case number [redacted] was opened on October 18, 2016. The case wastransferred from [redacted] to [redacted] who is now the investigator assigned to yourcase. The investigation may take up to 90 days to be completed, and you will be notified by mailof the outcome. The account has been closed to prevent any further charges.I hope you found this information to be helpful. Should you have any additional questions orconcerns about the investigation, please contact our Account Protection Team at ###-###-####(TDD/TTY ###-###-####).Sincerely,Amanda R**Consumer Relations SpecialistCC: Revdex.com
Dear Mr. [redacted]: We received a complaint from you, addressed to the Revdex.com, regarding the above-mentioned accounts. Comenity Capital Bank issues ZALES THE DIAMOND STORE® credit cards, and we are here to...
help with all account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. We understand from your complaint that you have been receiving repeated telephone calls regarding your accounts starting at 8:00am, and you are requesting that we reduce the number of calls to maybe one or two calls a day. We apologize for any frustration this matter may have caused you. Please note, when the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Capital Bank may call you until our attempts to communicate are successful. You may send us a written request to cease and desist all contact to collect on your account(s). This written request would stop all future collection phone calls. Your request to cease and desist contact on your account(s) may be changed at any time by contacting us again in writing. If you wish to have this status added to your account(s), please write the Bank at the below address: Comenity Capital Bank P.O. Box 183003 Columbus, OH 43218-3003 Bank records indicate your ZALES THE DIAMOND STORE® credit card account ending in 2910 is three billing periods past due. Please note, should an account exceed six consecutive billing periods past due, the account would be permanently closed and written off, due to non-payment, and reported to the national credit reporting agencies as an unpaid debt. The last payment of $38.00, posted to the ZALES THE DIAMOND STORE® account on March 29, 2016. Currently, a minimum payment of $45.00 is due by May 20, 2016, this payment will bring your account current and collection efforts will cease. Bank records indicate your ZALES THE DIAMOND STORE® credit card account ending in 5074 has received a payment of $40.00 on May 4, 2016. This payment has brought the account current and you should not receive any additional telephone calls regarding this account. We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our Customer Hardship Program. This program provides customers with twelve months of special terms in order to bring and keep the account current. If you are interested in obtaining information on whether you qualify for this program, 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 ###-###-####. We hope that you find this information helpful. Should you have any other questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you. Sincerely, Ashley H[redacted]
Dear [redacted]We have received your complaint, addressed to the Revdex.com, regarding the above-referenced account. Comenity Bank issues avenue® credit card accounts, and we are here to assist with your account-related questions. Your complaint was forwarded to my...
attention, and I appreciate the opportunity to respond to your concerns.We understand from your complaint that you placed an order for two pair of shoes for which you believe the total was around $120.00. You state that you made several payments in the amount of $30.00 to $40.00 each which should have covered the cost of the shoes. You also indicate that you became ill and were unaware that the balance had exceeded $400.00. You are requesting that the late fees and returned payment fees are removed from the account, and you want the account closed. I am happy to share my findings with you.We are sorry to hear that you became ill and hope that you are feeling better at this time.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement (CCA). Please find a summary of your avenue® account below. I have enclosed a copy of the account CCA, as well as copies of your billing statements which show the account activity that comprised the account balance. Your avenue® account was opened on September 26, 2014; 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. The last purchase of $123.07 was made on September 29, 2014, and your last payment of $75.00 was received on September 18, 2015. Comenity Bank is unwilling to credit late fees due to the Bank finds no errors and the balance is valid. Additionally, after reviewing the account there were no returned payment fees assessed to the account.As of the date of this letter, the balance is $493.83 with a minimum payment of $125.00 due on March 17, 2016, and the account is five billing cycles past due. If the account becomes six consecutive billing cycles past due, the account will be closed, written off and reported to the national reporting-agencies as an unpaid debt.We understand customers may experience difficulty making their payments due to economic factors. You may be eligible for enrollment in our Customer Hardship Program. This program provides customers with twelve months of special terms in order to bring and keep the account current. If you are interested in obtaining information on whether you qualify for this program, 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 ###-###-####.The account was closed on March 2, 2016, per your request.If you wish to discuss suitable payment options, please contact our Payment Solutions 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 about your account, please contact our Payment Solutions team at the telephone number provided. They will be happy to assist you.Sincerely, Renee S[redacted]
Dear [redacted]...
[redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the Woman Within credit card. We are here to answer your questions and assist with your concerns. You state you received a hit on your credit bureau report from Comenity Bank, and you do not live in [redacted], nor do you have business with the Bank. You state when you contacted the Bank, they wanted your Social Security Number; however, you were told without this information the Bank would not help you and you were hung up on. You are disputing this claim of bad debt. We have reviewed our records and we are happy to share our findings. We understand your concern with providing your personal information. To ensure we protect our customer’s privacy, we will not release account information unless we can verify their identities. Unfortunately, when a customer declines to provide this verifying information, we are unable to provide detailed information regarding an account. We apologize for any frustration; however, please be assured this practice is designed to keep your personal information safe. We have reviewed the concerns in your correspondence, as well as the applicable telephone conversations. 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. A review of our records indicates that you are listed as a spousal authorized buyer on the above-referenced account. The Bank is required to reflect the participation of both spouses on an account if the accountholder’s spouse is permitted to use the account. As an authorized user of the account, we are required to report the credit card account to the credit reporting agencies. Your credit report will show you are an authorized user on the account and not contractually liable for the balance due. Because you are disputing the account, notification has been sent to the credit reporting agencies with instructions to remove the above-referenced account from your credit bureau report. 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, Laura R[redacted] Compliance Dept. – Consumer Responses
Dear [redacted]Thank you for the recent inquiry regarding the above-noted account. Comenity Capital Bank issues Ideal Image credit accounts, and we are here to help with your account-related questions. Your correspondence, sent to the Revdex.com, was forwarded to...
my attention, and I appreciate the opportunity to respond to your concerns. I understand your concerns regarding the payment distribution to your account, and I apologize for any confusion or inconvenience this situation may have caused you. After reviewing your account, our records indicate that you made purchases that were placed on an 18 month deferred interest payment required plan, and a 24 month deferred interest payment required plan. Purchases that are placed on promotional plans, require a monthly payment for each promotional plan, and the payment remitted is distributed to each plan. If there is more than one promotional plan, the statement that is issued will reflect a total minimum payment, which would include the required minimum payment for each plan. For example, if Plan A has a required payment of $10.00, Plan B has a required payment of $10.00, and Plan C has a required payment of $20.00, then the total minimum payment required for that billing period would be $40.00 and the payment that is sent in is distributed according to the terms of the account. When you make a payment on your credit card account, your payment is applied to your total account balance, including your revolving account balance, deferred-interest promotional plan, and any other plans associated with your account. The amount applied to your revolving account and deferred-interest plan is based on your plan balance(s). When a deferred-interest plan is nearing its expiration date, and you pay more than the required minimum payment due, the additional amount is applied to the soon-to-be-expired plan. We appreciate the time you have taken to notify us of your concerns. Please be assured, we have taken your feedback into consideration and are working to make a more customer friendly process that will provide more in depth information. I hope the information I provided is 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, Diamond L[redacted]
Comenity Capital Bank (Bank) has received your correspondence regarding the above referencedaccount. Comenity Capital Bank issues the Forever 21 credit card. We are here toanswer your questions and assist with your concerns.We understand the concerns as explained in your correspondence. You made an...
$80.00 paymentand it has not been applied to your account. You are requesting the payment be applied to youraccount.Our records indicate on January 6, 2017, a payment of $80.00 was applied to your account.We have enclosed the January billing statement which shows that the payment posted to youraccount.Please be advised that Bank records indicate on January 17, 2017, you spoke with a Bankassociate, who confirmed your payment posted to your account and the late fee was credited, asa courtesy.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Tionna M[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear [redacted]We received your complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention for review, and I...
appreciate the opportunity to assist you.Your complaint states that you last purchased on the card in September 2006, and you paid an agreed upon amount in 2012 to settle the balance. You also state that your account was reopened with the original balance, less the agreed paid amount, and then the account was sent to collections. You have requested the account be closed and the collection attempts to stop, as you do not owe the debt.Bank records indicate that the last purchase of $301.11 was made on September 13, 2006. The last payment of $55.00 was received on September 14, 2012. As no further payments were received, the account was closed and written off on May 9, 2013, with an unpaid balance of $381.02.We have no record of an agreed settlement and the account reflects that we were unable to collect the debt. As such, the account was transferred to Portfolio Recovery on June 18, 2014. In order for Comenity Bank to recall this debt, we would need a copy of the settlement confirmation letter you mention in your complaint. This can be sent to the address noted above, or you may fax to my attention to ###-###-####. Once received, we would update our records. Otherwise, you would need to contact Portfolio Recovery, toll free, at ###-###-####.We hope this information is helpful. Should you have further questions or concerns, please contact Portfolio Recovery at the number provided.Sincerely,[redacted]Consumer Relations Specialist
Dear [redacted]We received your additional complaint addressed to the Revdex.com, regarding theabove-referenced account. Comenity Capital Bank issues Virgin America Visa@ accounts, andwe respond to all account-related inquiries. Your correspondence was forwarded to myattention for review and I appreciate this opportunity to assist you.We understand from your complaint that you are concerned with the 30 day delinquency that isappearing on your credit report regarding the above-noted account. You state that the shift ofyour account numbers due to your card being compromised caused a disruption in your autopaymentsystem and your email statements were delivered as spam. You would like thedelinquency removed from your credit bureau report.Bank records indicate the Virgin America Visa@ account was reported as 30 days delinquent inAugust 2015. Please note in the interest in customer setvice we have sent instructions to thenational credit-reporting agencies to remove the 30 day delinquency from August 2015regarding the Virgin America Visa@ account. Please allow them up to 45 days to update theirrecords.We hope you have found this information to be helpful. Should you have any additionalconcerns please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I willbe happy to assist you.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
Denise F[redacted]