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Comenity Capital Bank

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Phone: (866) 327-4367 View Additional Phone Numbers PO Box 182025, Columbus, OH 43218 http://www.comenity.net/comenity


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Description

The scope of this BBB Business Review concerns Comenity Capital Bank, which processes credit card and billing account statements and offers commercial lending for many  businesses clients nationwide.

Other BBBs maintain separate BBB Business Reviews on the businesses that are clients of Comenity Capital Bank, concerning all of the products and services of those businesses, other than concerning processing of credit card billing account and lending matters.

Other BBB Business Reviews are available by searching at http://www.bbb.org/

 

 


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Comenity Capital Bank include:

  • Failure to respond to 4 complaint(s) filed against business

Factors that raised the rating for Comenity Capital Bank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

795 complaints closed with BBB in last 3 years | 274 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 26
Billing/Collection Issues 538
Delivery Issues 14
Guarantee/Warranty Issues 1
Problems with Product/Service 216
Total Closed Complaints 795

Customer Reviews Summary Read customer reviews

60 Customer Reviews on Comenity Capital Bank
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 58
Total Customer Reviews 60

Additional Information

BBB file opened: November 29, 2006 Business started: 01/01/2003 Business started locally: 01/01/2003
Type of Entity

Corporation

Business Management
Ms. Melissa Sheese, Consumer Relations Manager Ms. Hollie Briggs, Administrative Assistant Mr. Christopher Judge, Vice President of Operations Mrs. Kristy Smallwood, Director of Sales & Service Mr. Jon Smith, Customer Relations Specialist Supervisor
Contact Information
Principal: Ms. Melissa Sheese, Consumer Relations Manager
Customer Contact: Mr. Jon Smith, Customer Relations Specialist Supervisor
Business Category

Credit Cards & Plans

Alternate Business Names
AKC Visa (credit accounts handled by Comenity Capital Bank) American Business (credit accounts handled by Comenity Capital Bank) American Laser Skincare (credit accounts handled by Comenity Capital Bank) American TV(credit accounts handled by Comenity Capital Bank) Anne Geddes (credit accounts handled by Comenity Capital Bank) Aspen Dental- DentalFirst Financing (credit accounts handled by Comenity Capital Bank) Barneys New York (credit accounts handled by Comenity Capital Bank Big Lots (credit accounts handled by Comenity Capital Bank) BJ's Perks (credit accounts handled by Comenity Capital Bank) Blair (credit accounts handled by Comenity Capital Bank) Boscov's (credit accounts handled by Comenity Capital Bank) Carson's (credit accounts handled by Comenity Capital Bank) Carter Lumber DIY(credit accounts handled by Comenity Capital Bank) Carter PLC (credit accounts handled by Comenity Capital Bank) Carter Pro (credit accounts handled by Comenity Capital Bank) David's Bridal (credit accounts handled by Comenity Capital Bank) DentalFirst Financing (credit accounts handled by Comenity Capital Bank) Distribution America (credit accounts handled by Comenity Capital Bank) Draper's & Damon's (credit accounts handled by Comenity Capital Bank) Fastline (credit accounts handled by Comenity Capital Bank) Forever 21 (credit accounts handled by Comenity Capital Bank) Fuel Rewards Network MasterCard (credit accounts handled by Comenity Capital Bank Gamestop (credit accounts handled by Comenity Capital Bank) Gardner White (credit accounts handled by Comenity Capital Bank) GEM Account (credit accounts handled by Comenity Capital Bank) Gold Violin (credit accounts handled by Comenity Capital Bank) Good Sam (credit accounts handled by Comenity Capital Bank Gordon's Jewelers (credit accounts handled by Comenity Capital Bank) Haband (credit accounts handled by Comenity Capital Bank) HealthiPlan Patient Financing HSN (credit accounts handled by Comenity Capital Bank) J.Jill (credit accounts handled by Comenity Capital Bank) Lending Club Patient Solutions (credit accounts handled by Comenity Capital Bank) Lenovo (credit accounts handled by Comenity Capital Bank) Lexus Pursuits Visa (credit accounts handled by Comenity Capital Bank) Lifestyle Lift (credit accounts handled by Comenity Capital Bank) LinenSource (credit accounts handled by Comenity Capital Bank) Med Money (credit accounts handled by Comenity Capital Bank) Modells (credit accounts handled by Comenity Capital Bank) Motorola (credit accounts handled by Comenity Capital Bank) My BJ's Perks MasterCard (credit accounts handled by Comenity Capital Bank) My Smile Care (credit accounts handled by Comenity Capital Bank) Norm Thompson (credit accounts handled by Comenity Capital Bank) Orbitz Rewards Card (credit accounts handled by Comenity Capital Bank) Orchard Supply Hardware (credit accounts handled by Comenity Capital Bank) Osh (credit accounts handled by Comenity Capital Bank) Osh Commercial Services (credit accounts handled by Comenity Capital Bank) Overstock.com (credit accounts handled by Comenity Capital Bank) PayPal Credit (credit accounts handled by Comenity Capital Bank) Petland (credit accounts handled by Comenity Capital Bank) Phoenix Chamber Link (credit accounts handled by Comenity Capital Bank) Piercing Pagoda (credit accounts handled by Comenity Capital Bank) Sahalie (credit accounts handled by Comenity Capital Bank) Simply Be (credit accounts handled by Comenity Capital Bank) Smile Generation Financial (credit accounts handled by Comenity Capital Bank) Southern Pipe (credit accounts handled by Comenity Capital Bank) Springstone Financial (credit accounts handled by Comenity Capital Bank) Taylor Rental Credit Card (credit accounts handled by Comenity Capital Bank) Taylor Rental Discover Card (credit accounts handled by Comenity Capital Bankl) The Tog Shop (credit accounts handled by Comenity Capital Bank) part of Blair Corporation Tiger Direct (credit accounts handled by Comenity Capital Bank) Toyota Rewards VISA (credit accounts handled by Comenity Capital Bank) Ulta Beauty (credit accounts handled by Comenity Capital Bank) Valliani Jewelers (credit accounts handled by Comenity Capital Bank Venue (credit accounts handled by Comenity Capital Bank) Virgin America Visa (credit accounts handled by Comenity Capital Bank) Westgate Resorts (credit accounts handled by Comenity Capital Bank) WFCB Wintersilks (credit accounts handled by Comenity Capital Bank) World Financial Capital Bank (WFCB) World Financial Capital Bank (WFCB), A Comenity Company Your Tuition Solution (credit accounts handled by Comenity Capital Bank) Zales (credit accounts handled by Comenity Capital Bank)
Additional Information

Because the company processes commercial credit card accounts and billing statements for many businesses nationwide, the company advised in a letter to the BBB that an account number is necessary to address communication from our BBB in a timely manner. Therefore, we suggest that if you are filing correspondence with our office concerning this company, that you include your complete name and mailing address, the merchant's name, and the account number.

Business Management

Comenity Bank, which formerly did business as World Financial Network Bank, and Comenity Capital Bank, which formerly did business as World Capital Bank, are wholly-owned subsidiaries of  Alliance Data Systems, and BBB maintains separate reports on these 3 entities which are available at these links:


Industry Tips
Credit - BBB General Statement For All Debt, Credit TOBs Credit Cards - Choosing & Using Credit - FTC Tips

Customer Review Rating plus BBB Rating Summary

Comenity Capital Bank has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of C+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    4590 E Broad St

    Columbus, OH 43213 (800) 675-5685

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 182025

    Columbus, OH 43218

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 183003

    Columbus, OH 43218

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 659622

    San Antonio, TX 78265

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 5138

    Lutherville Timonium, MD 21094

  • THIS LOCATION IS NOT BBB ACCREDITED

    1103 Allen Drive

    Milford, OH 45150

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 659707

    San Antonio, TX 78265

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 659707

    San Antonio, TX 78265

  • THIS LOCATION IS NOT BBB ACCREDITED

    2855 E Cottonwood Pkwy Ste 100

    Holladay, UT 84121

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/26/2016 Billing/Collection Issues
8/26/2016 Billing/Collection Issues
8/26/2016 Billing/Collection Issues
8/26/2016 Billing/Collection Issues
8/26/2016 Billing/Collection Issues
8/24/2016 Problems with Product/Service
8/23/2016 Billing/Collection Issues
8/23/2016 Billing/Collection Issues
8/23/2016 Billing/Collection Issues
8/23/2016 Problems with Product/Service
8/23/2016 Billing/Collection Issues
8/23/2016 Billing/Collection Issues
8/22/2016 Billing/Collection Issues
8/22/2016 Problems with Product/Service
8/22/2016 Billing/Collection Issues
8/19/2016 Problems with Product/Service
8/16/2016 Billing/Collection Issues
8/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

Apparently, the purpose of discussing an inquiry or a complaint with a statement from this company is to present so much extraneous un-useful, inane comments so as to make the inquiry useless – not able to be discussed in any logical, even ordinary way.

The agent is so well rehearsed as to make an inquiry or objection not ever brought to the question for which the call was made.
People should be warned about doing business with a company that will not respond to a customer’s question in any understandable way.
Please look into this purposely confusing practice.


As you can see, we have returned the credit card, cut in tow, and advise, we will never set foot again into a Carson’s store.


Thank you,
Frank A. Sears
May 20, 2016
Comenity Bank
Carson’s Acct. 2117 1200 1419 0955
Regarding the above account, in all my days, I have never been presented with with more confusing, unimportant nonsense, not relevant, and insulting, than the effort to decipher my current statement than I was today, with your agent,


I presented my opinion of the current statement error (an error in your favor of $17.12) to ask for a correction. Instead, I was given a rehearsed summary, beginning with the previous month’s statement, which I had paid in full. My credit rating is over 800, and my record of payments to credit cards and such is impeccable. The insulting response to my questions, and the refusal to recognize the payments and credits made (in particular, one credit listed but not applied to the purchases made) was inane, and apparently, purposely done.


Enclosed is the cut-up credit card you issued to me last month. We will not – ever – be using it again. While you may have managed to screw us out of $17.12, we will relate this insult to as many friends, family and neighbors as we can. Your nonsense response to a legitimate inquiry has effectively manage to warn us to not – under any reason – do business with this company again.


Frank A. Sears
Cc:         Carson’s
              Better Business Bureau 

Desired Settlement: Consumer does not specify resolution, but appears to be disputing a credit card charge. 

Business Response:

Dear ***** ******

We have received the inquiry you sent to the Better Business Bureau (BBB) regarding the
above-noted account. Your correspondence was forwarded to Comenity Bank. Comenity Bank
issues the Carson’s credit card, and we are here to help answer your account related questions.
I appreciate the opportunity to assist you with your concerns.

We understand your concerns regarding the return for $17.12, and this amount not reflecting on
your statement. Furthermore, we apologize for the frustration this may have caused you when
trying to get this rectified over the phone with a bank representative.

We strive to provide excellent service to our customer’s and are disappointed when this is not
achieved. Your concerns are important to us and we apologize for the inconvenience or
frustration this may have caused you. At this time, we would like to explain our findings.
Please keep in mind billing statements reflect any activity on your credit card account prior to
the statement closing date. On April 11, 2016, we sent a billing statement showing a balance of
$53.57 and a minimum payment of $27.00 due by May 7, 2016. The above balance included
these following transactions:
• $23.66 on April 7, 2016
• $17.12 on April 7, 2016
• $23.60 on April 8, 2016
• Return for $10.81 on April 8, 2016

On April 13, 2016, Comenity Bank received credit for the returned merchandise of $17.12,
bringing your balance to $36.45. As of April 29, 2016, the Bank received your payment of
$36.45, bringing your prior statement balance to zero. (Please keep in mind these two
transactions reflected on your next month’s billing statement dated May 12, 2016, since your
statement closing date was on April 11, 2016).

On May 12, 2016, a new billing statement was mailed showing a balance of $115.22 and a
minimum payment due of $27.00 by June 7, 2016. The below transactions comprised the
balance of $115.22.

• $45.90 on April 13, 2016
• $29.70 on April 13, 2016
• $16.50 on April 15, 2016
• $33.01 on April 15, 2016
• Returned Merchandise of $9.89 on April 27, 2016

We have enclosed a copy of these two billing statements for your records. In addition, we
indicate your account was closed per your request on June 2, 2016.


We hope you find this information helpful. If you have any further questions regarding this letter,
please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy
to assist you.

Sincerely,
Jack C*******

Consumer Response:

The letter from Comenity Bank referred to in your 6/3/16 letter, is, simply that in their response to a customer’s objection to a statement, they refuse, repeatedly, to explain the figures in the current statement (which show a balance due of $98.10, but is billed at $115.22) without repeatedly referring to a prior month’s statement, which they do not present with the current statement.

Then, their verbal, detailed repetition of that previous month statement, used to explain the current statement, is nothing but fooferaw, nonsense, confusing repetition, since the customer cannto refer to a statement they no longer have. This, in addition to the obnoxious attitude of the agent’s rambling during the telephone contact.

The same is true in the written manner in which they respond to the B.B.B. in the 6/3/16 letter.

There is no other company issuing credit card statements that deal in as odious, repellent manner, in their response to a customer’s question or complaint as does Carson’s and their Comenity Bank.

Look at the statement they presented, and decide what the correct amount due is right.

Thank you, again, for pitching in.

Sincerely,***** *****

Business Response: Dear ***** ** ****** We received your additional correspondence sent to the BBB, regarding the above-noted account, which was forwarded to Comenity Bank. Comenity Bank issues the Carson’s credit card. We are here to answer your account-related questions and assist with your concerns. We apologize for the confusion we may have caused with our previous explanation in regard to your account balance and would like to explain further, to better assist you. On your May 2016, billing statement you had a previous balance of $53.57. On April 13, 2016, a return of $17.12 was credited to the account, leaving you a balance of $36.45. Your payment of $36.45 was received on April 29, 2016, bringing your previous balance to zero. On April 13, 2016, you made two new purchases of $45.90 and $29.70. In addition, you made two more purchases on April 15, 2016, for $16.50 and $33.01. These four purchases totaled $125.11. On April 27, 2016, you were credited for a return of $9.89, bringing your total balance to $115.22. We see where the confusion stems from, in regard to the $98.10 balance. When you take the $115.22 balance on your billing statement and deduct the $17.12 return, this leaves a difference of $98.10. However, keep in mind your previous statement indicated a balance of $53.57. You remitted a payment of $36.45, and the account was credited $17.12 for the return, bringing your balance to zero. Your new purchases and return equaled $115.22, as shown on the May billing statement. I hope you find this information helpful. If you have any further questions about this account, please contact me at ###-###-####, ext. ******* (TDD/TTY: ###-###-####). I will be happy to assist you. Sincerely, Jack C******* 

8/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: UNABLE TO ACCESS ACCOUNT VIA INTERNET WEBSITE NOT FUNCTIONAL REQUESTED LATE FEE BE REMOVED $35.00 SUPERVISOR REFUSED TO REMOVE ACCOUNT WILL BE CLOSED

Desired Settlement: REMOVE $35.00 LATE FEE FROM

Business Response:
Dear Ms. *****:
We received the complaint you sent to the Better Business Bureau regarding PayPal
Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal
Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later,
Inc. PayPal Credit is a payment option made available by many merchants to their
customers.
Your complaint states you were unable to access your PayPal Credit account online
and a $35.00 late fee was assessed to your account. You requested to have the late fee
waived, but a supervisor refused to do so. You are closing the account.
PayPal Credit's records reflect on May 16, 2016, you called PayPal Credit stating you
had trouble scheduling a payment while you were traveling and you asked if any late
fees you may have been charged could be waived. Additionally, on July 18, 2016, you
called PayPal Credit stating you had trouble accessing your account while traveling
because you left your computer at home and you did not remember your PayPal
account password. You stated that as a result, you were unable to make your payments
on time and late fees were added to your account. You requested to have the late fee
removed.
As a courtesy, the late fee of $35.00 that was assessed to your account on February 17,
2016, was waived. You were advised that no additional late fees would be waived.
Please note that the late fee was waived as a courtesy; however, all fees assessed to
your account were charged in accordance with the Terms and Conditions.
Upon receipt of your complaint, PayPal Credit consulted with PayPal who advised they
have no record of failed attempts to log in to your PayPal account or attempts to recover
your password during your billing cycle ending July 14, 2016. Further, PayPal has no
record of any login issues occurring during that billing cycle.
For future reference, PayPal Credit offers several convenient ways to make your
payment if you are not able to access your account online:
• If your PayPal Credit account is linked to your PayPal account, you can pay
online at PayPal.com using the checking or savings account associated with
your PayPal account.
• You can send a check or money order to PayPal Credit, **** *** ******* ******** ** ***********
• You can pay through our automated system by calling ###-###-####.
Please note that per the Terms and Conditions, any late payments will be subject to a
late fee of up to $35.00.
As of July 21, 2016, your account is open with a balance of $2,172.27 and a minimum
payment requirement of $83.00 due by August 14, 2016. After a review of your account,
PayPal Credit has determined the balance is accurate and no adjustments are needed.
Please note that you are responsible for the remaining balance on the account.
If you would like to close your account, please contact PayPal Credit directly at ###-###-####.
We hope this letter explains and resolves this matter.
Sincerely,
Jessica A*******

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:

Regards,

******** *****

8/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a tv a year ago o. Flex pay with 12 Mia no interest June 2,2016 I paid it off after speaking with a representative, she then went I. To tell me I had another flex pay primotional balance 423. For Bose System, I told her no I return it in May. She stayed there was still a balance and I was being charged for payments, which I should not be since I returned it. Turns out they have me for 2 Promotional balances for the Bose system and the TV. I have spoken to at least 10 representatives who state the same thing Including supervisors they called HSN who told them I don't have a flex pay or Bose system. Comenity Bank websites shows the same thing BUT, they still say they have to investigate . I just want any monies they have taken from me for and not to be showing any promotional balances. Thank You.

Desired Settlement: No more flex pays showing. No more promotional balances showing and any monies that was taken from or added to my account fixed. And Credited back to me.

Business Response:

 

Dear ******** ********

 

We received the complaint that you sent to the Better Business Bureau, regarding the above-noted account.  Comenity Capital Bank issues HSN credit card accounts, and we are here to help with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to address your concerns.

 

We understand your concerns as explained in your correspondence.  You state you purchased a TV a year ago with flex pay, and 12 months no interest until June 2, 2016.  You paid the purchase off and were advised you had another flex pay promotional balance of $423.00, for a Bose system that you returned in May.  You were advised that there was still a balance and you were being charged for payments; as you were charged for two promotional balances for the Bose system and TV.  In addition, you have spoken to representatives, supervisors and HSN representatives who state you don't have a flex pay or Bose system.  Additionally, the Bank’s website shows the same information.  You requested to have no more flex pays showing, no promotional balances showing, and any money that was taken from or added to your account should be fixed and credited back to you.

 

We appreciate you contacting Comenity Capital Bank regarding your concerns and we apologize for the inconvenience this may have caused you.

 

Our records indicate the account was charged $811.15 for one TV, on July 16, 2015; with 12-months deferment, no interest until July 16, 2016, and is listed as plan 448-1.  On April 15, 2016, the account was charged $423.95 for one Bose system; with 9-months deferment, no interest until January 17, 2017, listed as plan 454-1.     

 

On May 9, 2016, a return in the amount of $414.00, for the Bose system was applied to the account and was credited to your revolving balance.  On July 2, 2016, we received a payment of $220.00 and applied $202.15 to plan number 448-1 and $17.85 to your revolving balance.

 

We recently discovered that the return for the Bose system was incorrectly applied to your revolving balance in error.  Please be advised, on July 12, 2016, we removed the remaining promotional balance from revolving and applied it to plan 454-1.

 

As of the date of this letter, the balance on the above-referenced HSN credit card account is $848.57.

 

We hope you find this information helpful.  Should you have any further questions or concerns, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 

Sincerely, 

 

Tionna M******

8/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

*************
May 5, 2016

You received letter of 4/7/16 along with check for $37.90 in payment of 12/31/15 auto part purchase for my 1985 classic Rolls Royce. Paypal failed to charge my on file credit card and also failed to mail me a Paypal credit bill until at least 3 billing cycles had passed. I cannot pay for something that was not billed and sent to me. I am not a mind reader and my account needs a paper trail. My 60-objection starts 3/2016 when you first contacted me.

I was credited with my order purchase payment but you filed to remove your assorted late fees, etc., as requested. I also mailed a copy of letter to your CEO who has also failed to contact me. Your robo telephone bill collectors are still calling, but do nothing to help remedy situation because I assume they have no real authority to address the underlying problem of poor service on your part.

Here is what you need to do to fix problem as a show of good business practice and good faith: CREDIT OUT ALL FEES, ETC., STOP CALLING, CLOSE MY ACCOUNT. I never want to deal with you gain for this reason, and I have also found out it costs me far more to run a purchase through Paypal than to purchase using other payment avenues.

I also requested you stop sending Paypal advertising junk to my email. I have interest in it and want it stopped NOW!!!

**** ****** * ###-###-####

Desired Settlement: Here is what you need to do to fix problem as a show of good business practice and good faith: CREDIT OUT ALL FEES, ETC., STOP CALLING, CLOSE MY ACCOUNT. I never want to deal with you gain for this reason, and I have also found out it costs me far more to run a purchase through Paypal than to purchase using other payment avenues.
I also requested you stop sending Paypal advertising junk to my email. I have interest in it and want it stopped NOW!!!

Business Response:

Dear Mr. ******* 

We received the complaint you sent to the Better Business Bureau regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later, Inc. PayPal Credit is a payment option made available to many merchants to their customers. 

Your complaint states you made a purchase on December 31, 2015, that was applied to your PayPal credit account rather than your credit card account. Additionally, you did not receive a billing statement for the purchase until three biling cycles passed. You sent a letter to PayPal requesting to have the late fees waived from your account, but you did not receive a response. You state you received collection calls, but the representatives you spoke with did not resolve the issue. You are requesting your account be closed, all fees be waived, and the collections calls and email advertisements stop. 

PayPal Credit’s records reflect that our PayPal Credit account was opened on October 11, 2015, with an online purchase of $15.88 through eBay merchant ************, with PayPal Credit selected as the payment method. Please note, purchase made using a PayPal account are not automaticaloy diverted to a PayPal Credit account. Upon checkout, a consumer is provided with their available funding options within their PayPal account. If a consumer does not wish to utilize PayPal Credit, there is always an option to choose another available payment method. 

Your account remained inactive, with a zero balance from November 1, 2015, until December 31, 2015, when a purchase in the amount of $37.90 from * * ****** posted to your account. No payments were received for the February 2016 and March 2016 billing cycles. As a result, late fees and interest charges were assessed to your account in accordance with the Terms and Conditions. 

On March 24, 2016, you filed a dispute sating you did not authorize the purchase of $37.90 on December 31, 2016. Your dispute was denied as it was not filed within the required timeframe. On March 24, 2016, you were sent a letter that stated, “(p)er policy, we must hear from you in writing no later than 60 days from the date of the first billing statement on which the error or problem appeared.” 

On April 6, 2016, during a phone call with PayPal Credit, you stated you did not receive a statement until March 2016. The representative advised you that statements were also sent in January 2016 and February 2016. Please note that per the E-Sing consent, you agreed to receive statement ready emails via the email address on file for your account, *********, alerting you that your statement is ready for viewing electronically. PayPal Credit’s records who these emails were delivered successfully and some were opened. On March 14, 2016, due to delinquency, PayPal Credit changed your statement delivery method to paper. PayPal Credit has no record of any returned mail on your account. 

On April 10, 2016, PayPal Credit receive your payment of $37.90. Please note that this payment did not satisfy the minimum amount due on your account. As such, a $35.00 late fee and $2.00 interest charge were assessed to your account. Additionally, no payments were received for the May 2016 billing cycle. As a result, you received an additional late fee of $35.00 and interest charge of $2.00. Please be advised that all of the fees assessed to your account were charged in accordance with the Terms and Conditions. 

On May 5, 2016, as a courtesy, a late fee in the amount of $35.00 was waived on your account. This fee waiver credit is reflected on your may 16, 2016 statement. 

Additionally, upon receipt of your complaint, PayPal Credit placed a cease and desist on your account. You will no longer receive calls from PayPal Credit; however, you remain responsible for the account balance. 

As of the date of this letter, the total balance on your account is $103.00. A minimum payment requirement of $101.10 is due by June 13, 2016. Additionally, your email has been unsubscribed and your account is closed. If you questions or concerns regarding emails form PayPal, please contact PayPal directly at ###-###-####.

 We hope this letter explains and resolves this matter.

Sincerely,

Jessica A*******

8/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to you (and anyone whom I think may be able to help get my account corrected) to request you please correct an error on my account. I have now contacted Comenity regarding the error on my account 5 times, and each time I am given some ridiculous, inaccurate response. I have now been told regardless of financing offer I will be billed finance charges until I am paid in full, I have been told I need to contact Lenovo with any issues I have, I have been told that my financing plan expired 2 days after I received it, and lastly I was told if I wanted to dispute anything, I needed to write in. Not only were all of these answers incorrect – they were a real indictor of just what type of service I should expect from Comenity acting on Lenovo’s behalf. So, I am now writing to ANYONE whom I think can correct this error. On 4/4/16 I called Lenovo wanting to order a laptop, wireless mouse and the extended warranty on the laptop. While speaking with the agent, I applied for and was approved for a Lenovo finance account (Lenovo credit card) and was offered 24 months 0% interest on the entire purchase. I made a single purchase on this account, and that ENTIRE purchase of $1448.97 should be at the 0% financing for 24 months offer. I have included a copy of my invoice showing the SINGLE transaction for $1448.97 that includes the laptop ($1249.99), the wireless mouse ($19.99), the extended warranty ($129.00), Laplink PCmover ($29.99) and expedited delivery ($20.00). The invoice clearly shows this is all part of a single transaction and the total amount on the invoice I was given was $1448.97. On my second statements from Comentity I noticed I was billed a $2 finance charge, and realized for whatever reason, on my statement that SINGLE transaction was itemized into three different bills, one for $1418.98, one for $20.00 and one for $9.99. There is NO REASON these should be separate transactions and I should be offered the 0% financing for the entire purchase I made on a single phone call. I am asking that you please correct your error and credit back all the finance charges I have been billed and ensure my entire remaining balance is ALL at the 0% interest for 24 months offer. I cannot understand why this has been so hard for any of your advisors to understand and correct and why I have now been given 4 different, but all incorrect responses to my request. To ensure proper handling of my request I have copied both address I received for Comentiy, Lenovo corporate and the Better Business Bureau on my request, as my previous 4 other responses have been worthless. Thank you for your prompt correction to my account

Desired Settlement: Credit back any billed finance charged and correct my account to show the entire remaining balance at 0% interest for 24 months.

Business Response:


Dear Mr. *****
We are in receipt of your complaint regarding the above-referenced account. Comenity Capital Bank issues Lenovo credit card accounts and we respond to all account-related questions. Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from the complaint, you purchased a laptop computer from Lenovo, along with some other items for a total purchase of $1,448.97.  You applied and were approved for a Lenovo credit card, which offered a 24 month deferred interest promotional plan. You state that the promotional plan was to include the entire purchase of $1,448.97; however, when you received your monthly billing statement, the items were billed separately and the purchases of $20.00 and $9.99 were not included in the promotional plan. As a result, interest charges have been assessed to the account. you are requesting a credit for any finance charges that were billed and to have the entire remaining balance placed on the 24 month deferred interest promotional plan. We apologize for any inconvenience or frustration this matter may have caused you.

Please note, Bank records indicate that the situation reference in your complaint was also sent directly to the Bank and has been investigated. A response was previously issued on July 15, 2016, explaining our findings and resolution. We have enclosed a copy of our previous response for your records.

Please be advised that information regarding your promotional balance will be provided on each billing statement under the heading: Details of your plans. Please review this information as it will provide valuable details regarding the promotional balance and the date in which it must be paid in full, to avoid paying accrued interest charges.


I hope you find this information helpful. Should you have any further questions or concerns, please contact me at (#####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Geanine M*****

8/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I set up a payment plan for the amount of $140.00. On April 30th, 2016 I called to make the payment and was told that I could settle the account for $190.00. I paid the $190.00. In June they started calling again claiming they don't have a record of my settlement and that they want the remaining balance.

Desired Settlement: I would like for Comenity to uphold the settlement agreement and to no longer contact me regarding the issue!

Business Response: We received your complaint, addressed to the Better Business Bureau, regarding your GameStop 
PowerUp Rewards™ credit card account. Comenity Capital Bank issues GameStop PowerUp 
Rewards™ credit card accounts, and we respond to all account-related questions. Your 
complaint was forwarded to my attention, and I appreciate the opportunity to assist you. 

We understand from the complaint that you made a payment for $140.00. You state that you 
called the Bank on April 30, 2016, to make a payment of $190.00 to settle the account. You 
further state that in June you began receiving collection calls again, and there is no record of the 
settlement. 

We understand your concerns, and sincerely apologize for any inconvenience this matter may 
have caused you. 

Bank records indicate that you made a payment for $140.00 on April 15, 2016; additionally, a 
payment of $196.00 was scheduled on April 29, 2016, with a Bank representative, to settle the 
account balance in full. Please understand that on March 9, 2016 the account was written off. 
Because the account was written off before the settlement the Bank has submitted to have the 
above-referenced account deleted in its entirety from your credit report. Please allow up to 45 
days for this information to be updated by the credit reporting agencies. 

We value you as a customer, and hope you find this information to be helpful. If you have any 
further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you. 

Sincerely,

Ashley R*** 

8/3/2016 Billing/Collection Issues
8/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a Victoria's Secret Credit Card back in the Fall in 2015. I was approved for the card and I got into contact with Comenity Bank and was told that I would not be charged interest fees as long as I signed up for Account Assure. I signed up for the program and made monthly payments to the bank for my purchases. Fast forward a few months and I became injured and out of work for several months and I started being charged interest and late fees without my knowledge. I eventually got to a $1000 debt without any notice, no phone calls or contact through emails. I decided to be responsible and start paying off the debt by authorizing Comenity Bank to take money out of my account every week for 10 weeks starting July 8, 2016. Everything seemed fine and the person creating the charges confirmed that it would be taken out July 8. I was informed that if they could not take the money out of my account, they would ask for the full balance of the debt upfront. That call was made on June 28, 2016. Much to my surprise, on July 5, my bank account was overdrawn by $100 by Comenity Bank. I knew that this did not seem right so I called in about it and was given to a supervisor who told me that "they would investigate the call and if it was their mistake, they would credit my bank account." I was given a timeline of about 1-2 business days before they would come into contact with me. In the mean time, I contacted my bank to dispute the charge. Bank of America reversed the charge and the overdrawn funds were replaced into my account. Unfortunately, Comenity Bank took the money out of my account again the next day and I was overdrafted again and charged a fee by Bank of America. I called Comenity Bank again and they told me that the "claim I made was filed and I should hear back the following day about my inquiry about the previous claim I made the day before." I was also told that the person who made the charges on my account for this debt, was not available to talk so they could not do anything about the issue but just wait to hear back about the wrongful charge. It's been one week and I have not heard anything back. I do not want to call this company again knowing that they will ask me for $1000 which is something that I do not have.

Desired Settlement: I would like the debt forgiven, no further contact by this bank and if possible a correction to my credit report.

Business Response:

Dear Ms. *******

We received your complaint, submitted to the Better Business Bureau, regarding the above-noted account. Comenity Bank issues PINK credit card accounts, and we are here to answer account-related questions. The complaint was forwarded to my attention, and I appreciate the opportunity to address your concerns.

Your complaint states that you were told the account would not accrue finance charges by signing up for Account Assure, and after getting injured causing unemployment, the account started being charged for finance charges and late fees. You indicate that you never got any notices, calls, or emails; deciding to pay the debt, you called the Bank and set up payments. You set up payments every week for 10 weeks beginning July 8, 2016. On July 5, 2016, your bank was overdrawn by $100.00. You called and was advised this would be investigated; if our mistake we would credit your bank account and you would hear from us within 1-2 business days. In the process, you disputed the payment with your financial institution and they refunded you for the payment and fee; however, the next day, the Bank withdrew money from your account again, causing another overdraft and fee. You again called Comenity Bank and because the associate was not available to help you, you would hear back the following day. It has been over a week and you have not heard from anyone. You are requesting the Bank to clear the balance, stop calling you, and correct your credit report.

We reached out to our third party vendor AON Integrated regarding the Account Assure enrollment and telephone conversation. After review of the telephone call, there was no evidence to suggest that you were told finance charges would not be assessed to your account if enrolling into the program.

The account is assessed finance charges each month if the statement balance is not paid in full. As the balance was not paid in full, the account accrued monthly finance charges. As the payments were not received for six billing periods, the account was also assessed late fees, which is explained in the Bank’s Credit Card Agreement.

I reviewed the applicable telephone call and you spoke to our Recovery team on June 28, 2016. During this call, you agreed to make a payment arrangement that allowed you to set up payments for $100.00 weekly, with the first payment being scheduled for July 1, 2016. The additional payments you scheduled were for the following dates: July 8, July 15, July 22, July 29, August 5, August 12, August 19, August 26, September 2, and the last payment of $71.96 for September 9.

On July 5, 2016, you contacted the Bank to dispute the payment date for July 1, 2016. After researching the payment dispute, a Bank associate attempted to contact you by telephone on July 11, 2016, and had to leave a message. As such, you were sent a letter on July 11, 2016.

As the payment arrangement was authorized by you, the Bank is unwilling to credit the balance or refund any fees that may be assessed. If you wish to stop the future payments scheduled, as you did not indicate this in your complaint, please call our Recovery team.

As of today’s date, the account balance is $771.96. However, please keep in mind if you disputed the previous payment(s) with your Bank and they are reversing them on your behalf, these payment(s) would be returned to Comenity Bank and debited back to the account balance, which will reflect on the account within the next 30 days.


Additionally, per your request, a “cease and desist” status has been placed on your account. This cease and desist request will stop all future collection calls. You will continue to receive legal communications as permitted by law. Your request to cease and desist contact on your account may be changed at any time by contacting us again in writing at the below address:

Comenity Bank
PO Box 182273
Columbus, OH 43218-2273

We apologize for the inconvenience you may have been caused. If you have any further questions or concerns, please contact our Recovery team at the number provided. They will be happy to assist you.

Sincerely,
Shawnda Y****

Consumer Response:

No one contacted me at all! I don't believe a company should lie about contacting me and leaving me a message on my phone when I received absolutely nothing! I know the phone number on file is current because I updated it on June 28th


Regards, ******** ******

7/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have several accounts with Comenity Capital Bank. 3 of my accounts, Victorias Secret, Buckle, and the Limited were all closed without my knowledge. These 3 accounts are in perfect standing. Never a late payment in all the time that the accounts have been open. I had called Comenity more than once about this, and no one would help me. I want my accounts reinstated. This is bad business. I'm a great custoner.

Desired Settlement: I want my 3 accounts reopened. They are all in excellent standing.

Business Response:


Dear Ms. *******
We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced
accounts. Comenity Bank issues VICTORIA’S SECRET, Buckle, and the LIMITED credit card
accounts, and we are here to answer account-related questions. I appreciate the opportunity to assist
you.


Your complaint states that the three accounts were closed without your knowledge, and you have not
received any help in resolving this matter when speaking to the Bank. You are requesting the Bank
to reinstate the accounts, as they are in excellent standing.


Bank records indicate that you were advised the accounts were closed due to delinquency. This is
correct information. On June 15, and 16, 2016, Comenity Bank closed the accounts because one or
more of your past accounts has been in extreme delinquency status with us. You were notified of the
accounts being closed on the June 2016, billing statements; which are enclosed for your records.
These accounts cannot be reinstated; however, we welcome you to reapply for an account in the
future.


We apologize for the inconvenience this may have caused you. If you have any further questions or
concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be
happy to assist you.


Sincerely,
Shawnda Y****

7/26/2016 Billing/Collection Issues
7/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Between the dates of April 28, 2016 and April 30, 2016, someone pretending to be me "purchased" more than $9000 worth of items in nine stores in Alabama and Georgia. Using a fake ID and my social security number/other personal information, this person was able to open up numerous new accounts in my name. I figured this out immediately and reported this theft to my local police department on May 1, 2016. I also talked with the various banking/credit institutions to report this on April 30 and May 1. There have been five fraudulent accounts opened in my name through Comenity Bank (Torrid, Lane Bryant, Victoria's Secret, Express, and BJ's Wholesale). I have reached out to Comenity Bank in various ways since this incident. I spoke by phone with representatives on April 30 and May 1. I wrote an email to the CEO on May 2. I filled out the necessary paperwork to say that these purchases were fraudulent - I sent these completed forms back to the bank immediately after receiving them and this paperwork was completed by the middle of May. Today is July 16 and I am still receiving past due bills from Comenity Bank, saying that I am responsible for these charges. In addition, Comenity Bank has posted that I am post-due on at least two of these accounts on my credit report. At this point, I am extremely frustrated by the way that Comenity Bank has handled this situation. I need your help to clear up this situation. I would also like for Comenity Bank to change their systems as it is not fair that people who are the victim of identity theft are treated as though they are at fault when a crime such as this is committed against them. I will also note that the other companies that I have dealt with have not sent bills to me and have not posted negative information to my credit report - Comenity Bank is the only bank that has treated me this way.

Desired Settlement: I would like for my credit report to reflect my 20 years of strong credit - I have never had a past due bill and now, not only am I the victim of identity theft, but my credit report also shows that I am not keeping up with my credit payments.

Business Response:

 

Dear ******* *******:

 

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues MY BJ’S Perk’s World MasterCard® accounts, and we are here to assist with account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 

We understand from the complaint that in April of 2016, someone applied for several accounts in your name.  You state there have been five fraudulent accounts opened with Comenity Bank.  You state that you reached out to the Bank numerous ways and sent the paperwork in by the middle of May, to confirm the purchases were fraudulent.  You state as of July 16, 2016, you received bills indicating you are responsible for these charges.  In addition, the Bank has posted that at least two of the accounts on your credit-report are past due.  We apologize for any frustration this matter has caused you.

 

Please be advised that fraud investigations can take up to 90 days to complete.  Please be assured our Account Protection (Fraud) team has closed your fraud case# 20160506-341 as of July 20, 2016.  The Bank sent you written notification as of this date, advising that a request was sent to the credit reporting agencies to remove the accounts in its entirety from your credit report.  Please review the enclosed letter.

 

Please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####) with any questions or concerns and reference the case number above. They will be happy to assist you.

 

Sincerely,

Kaija M*******

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards, ******* *******

7/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have accounts w/comenity n they will not remove late fees which r hurtg me n puts me over the limit puts me more in Debt &Im try get to get out of Debt w/program Im in(games co.'s play), they don't seem to care or work w/me n Argue w/me!

Desired Settlement: Refund all Late fees

Business Response:

 

Dear Ms. *******

 

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues Giant Eagle, DIAMOND ELITE, and Meijer MasterCard® credit card accounts, and we are here to assist you with all account-related questions.  I appreciate the opportunity to respond to your concerns.

 

We understand from your complaint that you have received late fees on your accounts which are causing your balances to go over your limit on your accounts.

 

We have reviewed the issues in your complaint as well as the applicable telephone conversations.  Per our records there are no calls for the month of March 2016.

 

Per our records we show on your Giant Eagle credit card account a late fee in the amount of $25.00 was credited on December 21, 2015.  As a courtesy we are willing to remove one more late fee in the amount of $37.00.  Your account would not be eligible for another late fee removal for eighteen months.

 

I have also reviewed your Meijer MasterCard® account as well as your DIAMOND ELITE account, at this time we show no late fees have been assessed.

 

We hope you find this information to be helpful.  Should you have questions or concerns regarding this letter, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 

Sincerely, 

 

Kristina W*****

7/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It all started sense August 2015... I originally sent them for two months a check of 500 each month, which one of them they keep saying that they didn't receive, I have sent the many different documents confirming that I did, document from my bank including a card confirming that they process the check on dispute, so far no answers... As last I sent them one more time a copy of the check and still waiting to hear from them... Also they originally had credit the 500 dollar from the check on dispute, and then they took it back, changing my payment wich had been of 119 sense the beginning raising it to 20 dollars more a month... It has been so overly frustrating!

Desired Settlement: I will like for them to finally fix the problem and credit me the 500 dollars and also a late fee, due to them raisin my payment, sense I had it on automatic pay trough my bank. And didn't realize till after of them raisin my payment.

Business Response:

Dear ****** *********

Thank you for contacting Comenity Capital Bank regarding the above-referenced account. As
the bank that issues Lending Club Patient Solutions credit accounts, we are here to assist with
account-related questions. I appreciate the opportunity to respond to your concerns.

We have reviewed the account, and our records indicate that the Bank previously responded to
your complaint that a $500.00 payment was not credited to your account.

On June 25, 2016, a response was sent to you advising you that we would need a copy of the
cashed check to assist you. The documentation you provided does not provide us with sufficient
information to determine who cashed the check. Please be advised that we have reached out to
***** ***** regarding the check you sent into us and ***** ***** could not determine if the
check was cashed due to the amount of time that has passed.

To better assist you, please provide a copy of your bank statement showing that the payment was
debited from your bank account. I have enclosed a copy of our previous response for your
records.

We apologize for any inconvenience or frustration this may have caused your client and hope this
information is helpful. Should client have any additional questions regarding the your account,
please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be
happy to assist you.

Sincerely,
Jenny W****

7/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At a presentation in Las Vegas at the ******* resort, a sales person enrolled me in Paypal credit to see if I qualified. I found out that they submitted my information for a sale prior to my authorization to purchase a timeshare. I informed Paypal credit that this was not an authorized transaction and I officially notified PayPal credit that I contacted ******* to credit the transaction. As of June 20th, Paypal has not investigated the issue and has not contacted ******* for a refund.

Desired Settlement: Paypal credit has a responsibility to investigate this level of fraud and credit my account for the full value of the contract and get the refund of funds from Wyndham because the services were not authorized.

Business Response:

Dear Ms. *******

We received the complaint you sent to the Better Business Bureau (BBB) regarding
PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. The
PayPal Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me
Later, Inc. PayPal Credit is a payment option made available by many merchants to their
customers.

It is PayPal Credit's understanding that your complaint is regarding your Wyndham
timeshare purchase. You state you were enrolled in PayPal Credit without your
authorization. You contacted Wyndham to cancel the purchase and are requesting a
refund.

PayPal Credit's records reflect your PayPal Credit account was opened on March 25,
2016, with a purchase of $12,979.00 to fund the down payment of a timeshare with
******* ******** ******* (***). In order for a PayPal Credit purchase with *** to
post to a PayPal Credit account, the consumer must receive and read the Terms and
Conditions and initial and execute the "Acknowledgment of Application for and Use of a
PayPal Credit Account" (Acknowledgment). PayPal Credit's records show you initialed
and executed the Acknowledgment on March 25, 2016. As such, you agreed to the
following statement, "I acknowledge that I have received the Terms and Conditions of the
PayPal Credit Payment System document and I understand and agree to all the terms
contained in the document." A copy of the Acknowledgment is enclosed for your records.

Pursuant to the Acknowledgment, you also agreed to the following statement: "I
understand that my PayPal Credit account is an open-end credit plan issued by Comenity
Capital Bank, [and] that neither PayPal Credit, nor Comenity Capital Bank is affiliated with
*** and its timeshare product." Thus, you were notified that neither PayPal Credit nor
Comenity Capital Bank were a party to the contract you executed with ***. As such,
neither PayPal Credit nor Comenity Capital Bank has the authority to issue a credit to
your timeshare or cancel your contract with ***. Further, this document states, "I
understand that I have applied for and agreed to utilize a PayPal Credit Open-end Credit
Plan (PayPal Credit account) for the payment of a portion or all of the down payment
required for my ******* ******** ******* (**) purchase."

Please note that Comenity Capital Bank issues credit and PayPal Credit services
accounts in compliance with all applicable federal laws and regulations. All credit
decisions involving PayPal Credit accounts are rendered by a non-judgmental, automated
credit under**iting system. To that end, Comenity Capital Bank has taken great care to
ensure that all credit decisions involving PayPal Credit accounts are based purely on
legally compliant, non-discriminatory criteria. Further, since PayPal Credit and Comenity
Capital Bank are not parties to the contract you executed with *** , neither entity was
physically present at the time you executed your contract with *** . Therefore, Comenity
Capital Bank is unaware of any facts or circumstances concerning the presentation
related to your *** purchase.

On May 10, 2016, and May 19, 2016, PayPal Credit received your correspondences
disputing your purchase of $12,979.00 from *** . Your disputes were submitted to ***
for review in order to confirm whether the purchase was valid. In response, *** informed
PayPal Credit you made a valid purchase on March 25, 2016; you signed the
Acknowledgment; your contract was active; and no credit will be issued to your account.
On May 16,2016, and May 19,2016, PayPal Credit sent you correspondence noting that
your disputes were denied and you remain responsible for your account balance.

Upon receipt of your complaint, your account was referred for investigation and on
June 29, 2016, correspondence was sent to you stating your fraud claim was denied.
Based on the information in our possession, there is no indication of fraud in connection
with your account. This letter also requested supporting documentation and included a
Denial of Fraud Affidavit.

In order for PayPal Credit to further investigate the allegation of fraud, please provide
additional documentation. This documentation may include a police report filed in
connection with the alleged fraud, a Federal Trade Commission (FTC) affidavit available
at www.ftc.gov, a complaint filed with the Internet Crime Complaint Center
(http://www.ic3.gov), and/or any other similar documentation. You may fax this
documentation to ######or mail it to the following address:

      PayPal Credit
      Attn: Executive Escalations
      P.O. Box 5018
      Timonium, MD 21094

Upon receipt of this documentation, PayPal Credit will research your fraud claim again.
Until that time, you remain responsible for the balance on your account.

To cancel your *** contract or to request a credit to your account, please contact ***
directly at ###-###-####.

As of June 29, 2016, your account is closed with a balance of $12,979.00.

We hope this letter explains this matter.

Sincerely,
Jessica A*******

7/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In September of 2015, I received a loan for debt consolidation through **** **** in the amount of $7,500. It was agreed upon by myself, and **** **** that the loan for the full amount would be processed only if they were to send Comenity Capital Bank a loan payoff, in the amount of $2,090.00. (Which was my account balance at the time.) This was faxed to the Billing Dispute Fax Line provided by Comenity Capital Bank's Customer Service team at ###-###-####, as well as mailed into "Comenity Capital Bank, **** ***** **** **** ***** ***** ***** *** ******** *** *****, under the incorrect account number, which unfortunately was **** ****'s fault. The check that was sent was to be applied to account number: "****-****-****". This of course is not the full account number, which was unbeknownst to myself. I believed **** ****'s authorization for account payment/payoff, closure and lien release was submitted correctly, and for the full amount of the loan. I have received word from **** **** as of the 11th of January, 2016, that Comenity Capital Bank had cashed the check that was sent to them, however, I'm still being charged late fees, interest, as well as MAJOR hits to my credit score. Unbeknownst to me, for the next 4 months, Comenity Capital Bank had been charging my account as delinquent in the full amount. As stated above, it has now affected my credit score horribly, all the while I did not know that this was going on.

Desired Settlement: I believe it to be ethical that Comenity Capital Bank IMMEDIATELY resolves this issue, removes ALL late fees, interest, and delinquent notices relayed to various credit bureaus, lest legal action be pursued.

Business Response:

Dear ***** *********:

We have received an additional complaint regarding the above-noted account. Comenity
Capital Bank issues Lending Club Patient Solutions credit accounts, and we are here to help
with all account-related questions. Your complaint, addressed to the Better Business Bureau,
was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.
Our records indicate that the Bank previously responded to this complaint on January 19, 2016,
and February 8, 2016. We have enclosed a copy of our previous responses for your review.

We hope the information provided is helpful. Should you have any additional questions or
concerns regarding the Lending Club Patient Solutions credit account, please contact me at
###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

Jenny W****

Consumer Response:

Per our conversation, here's the requested information. Attached is a copy of the check / information that shows that Comenity Capital Bank cashed the check under the incorrect account number, despite them saying they've did so.

The underlined portion in the account number indicates where I mentioned in my original complaint that ** **** had submitted this to them under the incorrect account number. The last four digits of the account number should have been present, and noted as ******

Business Response: Dear ***** ********** 

We have received an additional complaint regarding the above-noted account. Comenity 
Capital Bank issues Lending Club Patient Solutions credit accounts, and we are here to help 
with all account-related questions. Your complaint, addressed to the Better Business Bureau, 
was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. 

In your complaint, you stated that a payment was made on your account in September 2015; 
however, that payment never posted to your Lending Club Patient Solution account. You are 
requesting that the payment be applied to your account and the fees that have been assessed 
be waived. We understand your concerns and apologize for any inconvenience or frustration 
this matter has caused you. 

Please be advised that we received the documents you sent in from your bank; however, we 
were unable to locate the payment with the information provided. To better assist you, we 
would need a copy of the front and back of the cashed check. Once this information is received, 
we can research this matter further. 

We hope the information provided is helpful. Should you have any additional questions or 
concerns regarding the Lending Club Patient Solutions credit account, please contact me at
###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you. 

Sincerely, 
Jenny W****

7/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Was behind on my credit card bill . Was offered a settlement if I paid the day I called in. I paid the settlement offer that day which was March 23 2016. To this day I am still receiving harassing letters and phone calls about a balance that was suppose to be wipe off due to the settlement. Everytime I call I get sorry it was suppose to be closed off will be done right away. But then a week later will receive another threatening letter in the mail. Now they have reported this on my credit report as owned. when it is not.

Desired Settlement: Will like this to be closed off as I paid the settlement which was offered and not hold up by this company end. And a correction to my credit report . Cease all threatening letters and calls about this settlement

Business Response:

 

Dear Mr. ********

We received your complaint, addressed to the Better Business Bureau, regarding the above-noted account.  Comenity Capital Bank issues Overstock Store credit card accounts, and we are here to help answer all account-related questions.  Your complaint was forwarded to my attention for review.

I understand your concerns as indicated in your complaint, and I appreciate the opportunity to assist you.

After a thorough review of your account, Bank records indicate that the situation referenced in your complaint was also submitted to the Federal Deposit Insurance Corporation (FDIC).  A response explaining our findings and resolution was provided on June 29, 2016.  We have enclosed a copy of our response to the FDIC, for your records.

 

I hope you find this information helpful.  Should you have any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 

Sincerely, 

 

Kristina W*****

7/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase last year at a Zales Outlet store. The promotion at the time was 18months zero interest. When the sales associate and myself both read through it, no where did it state that if the balance wasn't paid in full, that I would be charged the total amount of interested that was accumulated during the time of the promotion. In March, I called in to discuss this issue with someone because I noticed that it was written in the bill. I was told to ignore it because Zales Outlet changed banks and Comenity was taking over. I am highly disappointed in the company and will never do business with them again. When I looked at my April bill, a total of $469 was added to my bill. I sent an email to fight the charge and got a letter in the mail saying it was denied. The verbiage in original contract did not state that. The customer service rep that worked with me couldn't find my original contract due to the company switch which is the fault of Zales and the previous bank, and is not my issue.

Desired Settlement: I was would like the $469 interest charged adjusted to my original state of the bill. The normal monthly interest charge is fine since the promotion is over, but I will not be charged for the months my bill was suppose to be interest free (zero) because that is FALSE advertisement and I will take this to court next. Thank you

Business Response:

Dear Ms. ********

We received your complaint, addressed to the Better Business Bureau, regarding the account reference above. Comenity Capital Bank issues ZALES THE DIAMOND STORE accounts, and we are here to assist you with all account-related questions. I appreciate the opportunity to respond to your concerns.

We understand that you recently filed a Better Business Bureau (BBB), complaint regarding the expiration of your most recent promotional plan. We would like to apologize for any inconvenience this mailer may have caused you.

Our records indicate that a purchase of $2,799.71 was charged to the account on February 7, 2015. The purchase was placed on a no interest for 12 months, payment required plan that expires on March 5, 2016. As agreed at the time of purchase, no interest would be assessed to the account should the balance be paid in full as of the scheduled ending date. The information was provided on all billing statements provided to you by Citibank and Comenity Capital Bank. Enclosed are copies of the previous statements. Each billing statement advised that should the balance not be paid in full, accrued finance charges dating back to the original date of purchase would be assessed to the account. On March 20, 2016, as the promotional balance was not paid in full, finance charges totaling $469.37 were assessed to the account. The fees are valid, and we are unwilling to issue credit for the finance charges that have been assessed.

We have also been advised that your BBB complaint has been closed. Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY 1-888—819-1918). I will be happy to assist you.

Sincerely,

Kassy M******

Consumer Response: The paperwork I have when the account was owned by the other company last year is different. I was mailed a packet that means nothing to me and does not help the situation. I will only pay the amount that was originally on my account. I did not agree to pay the interest accrued over the past year if the statement wasn't paid off. The $469.37 that was added on the account will not be paid. I am also giving this information to my lawyer and will be suing Zales as well using my previous documentation.

Regards,
**** *******

7/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had some dental work done and financed it through Smile Generation which is with Comenity Bank. My sales receipt shows this is for 18 months no interest but they keyed it in wrong and will not correct it because they want me to send it in via mail since they have no fax and no email - which I have done but now they tell me it will take 60 days. I've read online reviews about this company and the scams they have pulled and am concerned that it will never get resolved. They are charging me outrageous interest when my paperwork clearly states no interest for 18 months. I cannot get any satisfaction with representatives or their "Secured Messaging" site. I want the interest removed the terms corrected.

Desired Settlement: I would like all the finance charges to be removed and to comply with the original terms of the agreement which is 18 months no interest. They billed me for their "Budget Pay" when it clearly states it is for the 18 months Deferred Interest. I have the paperwork.

Business Response:

Dear ***** *********

We have received the complaint regarding the above-referenced account. Comenity Capital Bank issues Smile
Generation Financial credit accounts, and we are here to help answer account-related questions. Your complaint
addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to
respond to your concerns.

In reviewing the complaint, the Bank understands that you had dental work financed on your account and you
were to be placed on an 18 month deferred interest, payment required plan; however, your purchase was placed
on a Budget payment plan of $99.00. You are requesting that the purchase be placed on the 18 month deferred
interest, payment required plan and that any finance charge assessed to your account be credited. We apologize
for any frustration or inconvenience this situation may have caused you.

Our records indicate that on March 21, 2016, a purchase of $1,659.00 posted to your account. This purchase
was placed on a Budget Pay of $99.00 plan. Please be advised that we have reached out to Smile Generation
regarding your claims and have been advised that your purchase should have been placed on the 18 months
deferred interest payment plan. Please be assured that we have moved your purchase from the Budget Pay
plan to the correct plan. In addition, a total credit of $76.54 was issued to your account for the finance charges
that were previously assessed to your account.

We hope the information provided is helpful. Should you have any additional questions or concerns regarding
this letter. please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to
assist you.

Sincerely,

Jenny W****

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards, ***** ********

7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received unsolicited credit cards and they told me they were going to close the account and did not. still receiving mail about this card.

Desired Settlement: close account and send me letter stating same

Business Response:

           

Dear Ms. ******

 

Thank you for contacting the Better Business Bureau, regarding the above mentioned account.  Comenity Capital Bank issues Orbitz Rewards Visa® accounts, and we respond to all account-related concerns.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 

We understand your concerns regarding the credit card and mailings you have received and that you were advised that the account would be closed.

 

Bank records indicate that your fraud claim was previously received and investigated.  During the fraud investigation, it was determined that the Orbitz Rewards Visa® account was opened without your authorization, and the account was closed out on July 1, 2016. 

 

A letter advising you of the fraud investigation outcome was mailed on July 2, 2016, from our Account Protection Team.  This information was also provided to the national credit-reporting agencies.  They have been instructed to remove the Orbitz Rewards Visa® account, from your credit bureau report.  Please allow the credit-reporting agencies 45 business days to update their records.

 

Sincerely,

 

Justina M********

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards, ******* *****

7/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 12 Months No Interest No Payment HTC Promotion I purchased a phone from HTC on 4/12/16 and paid utilizing a promotional offer from PayPal Credit, No payments + No Interest if paid in full within 12 months. Shortly thereafter, I reviewed my PayPal Credit Statement to find that the promotional terms were only for 6 months, not the 12 offered. Since my purchase, I've called PayPal Credit a multiple times try and resolve this matter without any luck. My last attempt to resolve this issue was on 6/23/16. After this call, I faxed to PayPal a screen shot evidencing my 12 months promotional offer. I called today, 7/7/16, and was told my request was researched and that no offer of this type ever existed. The screen shot I provided clearly states the 12 month promotional offer and I'd like for PayPal Credit to honor this offer. Account ID: ************9024

Desired Settlement: I would like PayPal Credit to honor the 12 months no interest no payment promotion under which my phone was purchased.

7/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This was on my credit card with them. I tried to make a purchase with the card, and it was declined even though I had enough credit available. I had to pay through a different method. The issue though is that the declined transaction is showing as pending against my credit balance, and I was told it won't come off until a week after the transaction was made(four days from now). Now because of this pending charge, and the fact that I had to use my debit card for the transaction instead, I will most likely end up being late on a bill and getting a $65 late charge.

Business Response:

 

Dear ******** ******

We received your correspondence sent to the Better Business Bureau regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later, Inc. Payal Credit is a payment option made available by many merchants to their customers.

We would like to assist you in resolving this matter; however, we are unable to locate a PayPal Credit account in your name. We have forwarded your correspondence to PayPal to investigate your concerns.

We hope this letter explains this matter.

Sincerely,

Jessica A*******

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards, ******** *****

7/12/2016 Billing/Collection Issues
7/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

On April 5, 2016 I received a phone call from Mr. R******* from Comenity Bank, regarding a disputed bill I received from Blair Clothing. I had placed and order for Clothing, upon receipt of clothing, I found 4 Items that were not properly sized or were incorrect they did not fit and I returned them to Blair, with label and envelope they supplied for returns.

I made monthly payments of $20-25 dollars a month. I stopped making payments when Blair kept adding on late fees and charges in spite of the fact that I made payments on the 3rd to the 5th of every month. I called Blair and they said my payment was due on the 7th of the month and I could not understand the problem.

The one item I did keep was for $100 plus taxes and shipping fees. To date I have paid Blair $227.00, but I stopped paying as I stated, because none of the charges are for original order and I was never credited for items I returned.

When I spoke to Mr. R******* from Comenity Capitol Bank, he was rude and spoke to me in a demeaning fashion. I tried to explain that I am 73 years old have Lupus and RA, and live on a fixed income and that is why I was paying only $20 a month to Blair which they agreed to. He told me to stop talking he was not interested in my health issues or any other problems I was having. I told him he was rude and that he was stressing me out, and he then stated we all have problems. He then said he would call Blair that I accepted phone call from him and that I was refusing to pay bill which was now raised to $398.15 due to their charges.

I never said I would not pay I said I could only make small payments since I am on fixed income from Social Security and that I had a lot of Medical Bills, once again he stated he did not care. We then ended call.

I refuse to be harassed due to an arrogant bill collected whether they be from the company itself or whoever they signed on me for owing money that is not accurate.

Awaiting your reply, I remain,
Respectfully yours,
******* ******

Desired Settlement: Consumer does not specify resolution, but appears to be asking for a billing adjustment, with lower payments.

Business Response:

Dear Ms. *******

 

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 

You state that on April 5, 2016, you received a phone call from a representative of the Bank regarding a disputed bill from Blair Clothing.  You placed an order through Blair and returned four of the items, as they did not fit.  You state you made payments of $20.00 to $25.00 monthly, on the third to the fifth of each month; however, you stopped making payments when Blair kept adding on late fees in spite of the fact that you were told that your payment was due on the seventh of each month.  You further state, although you have only kept one item totaling $100.00, plus taxes and shipping fees, you have paid $227.00, and you have never been credited for the items you returned.  When you spoke with the representative of the Bank, although you advised that you could only make small payments, you were told that he would contact Blair and state that  you were refusing to pay the bill.  We sincerely apologize for any frustration or inconvenience this matter may have caused you.    

 

Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns.  Comenity Capital Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. 

 

Our records indicate the above-referenced account was opened on August 23, 2014.  The last purchase was for $14.97 on October 28, 2014, and the last payment in the amount of $25.00 posted to the account on November 4, 2015.  On March 6, 2016, due to non-receipt of payment, the account was permanently closed, and reported to the national credit-reporting agencies as an unpaid debt, with a balance of $398.15.

 

Thank you for speaking with me on June 10, 2016.  As a follow-up to our conversation, please be advised that Comenity Capital Bank has decided to no longer hold you responsible for the remaining account balance.  In the interest of customer service, credits totaling $398.15 were issued to the account to remove the previously assessed late fees and finance charges.  These credits have posted and brought the account to a zero balance.     

 

Notification has been sent to the national-credit reporting agencies with instructions to have the BLAIR® account deleted from your credit bureau report.  Please allow up to 45 days for the credit-reporting agencies to update this information in their records.          

 

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 

Sincerely,

Laura R******

7/12/2016 Billing/Collection Issues
7/11/2016 Billing/Collection Issues
7/11/2016 Billing/Collection Issues
7/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Aspen Dental in Bradenton, Fl originally pulled & or cut teeth out for my daughter. The verbal explanation was told to me that the $10,500.00 would include all aspects of revisits, temp plates & perm plates. Every single visit made after the surgery they tried to charge us for, even had to do surgery the 2nd time because THEY missed some teeth that was under the gum line - even after THEY reviewed x-rays over & over. My daughter kept complaining of something hard feeling in the gums, so again, we go 9 miles over there & yet another x-ray & different dentist saw it! And again they tried to charge us. When it became permanent plate placement time, they said we had to pay ANOTHER $1200.00 for this! NO WAY! Aspen dental has to be the WORST dental place we've EVER dealt with! NEVER AGAIN! I refuse to pay for something that was totally misinformation! This place is nothing more than a SCAM just like their commercials! AND the teeth on the temp & perm plate were so little that you could hardly see them. We ended up having to get a different dentist to make perm plates that look amazing! Aspen Dental needs to be put out of business to unsuspecting consumers!!!

Desired Settlement: Comenity Bank is now calling my work locations, my cell phone over & over - which is a work phone, sending letters constantly... I am requesting that they stop ALL contact and I would be happy to discuss with someone re: a solution, and that someone needs to be business like....not like the RUDE people that have been contacting me thus far!

Business Response:

Dear **** ********

We have received the complaint regarding the above-referenced account. Comenity Capital Bank issues
DentalFirst Financing credit accounts, and we are here to help answer account-related questions. Your
complaint addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the
opportunity to respond to your concerns.

In reviewing the complaint, the Bank understands that your daughter visited Aspen Dental because she needed
dental work done. You further state that you were told that the cost of all procedures and visits would be
$10,500.00. Furthermore, you state that your daughter was complaining of pain in her gums and you have
attempted to resolve this with Aspen Dental and was not successful. Therefore, your daughter visited a
different provider to have work done. You further state you have received phone calls regarding the balance on
your account and are requesting that these calls stop. We apologize for any frustration or inconvenience this
situation may have caused you.

Comenity Capital Bank has updated the status of the account to ensure that you are no longer called on the
telephone number ending in ######### and #####. However, you remain responsible for the balance on
the above-referenced account. Please keep in mind that the Bank may contact you by mail or service of court
filing.

Our records indicate that the DentalFirst Financing account was opened on March 23, 2015, in the name of
**** *******. On March 23, 2015, a purchase of $10,000.00 posted to the account. This purchase was
placed on a 60-month low APR (14.99%), equal payment required plan, set to expire March 26, 2020.

Purchases on this plan will have a lower APR (Annual Percentage Rate) than the regular revolving APR and
will have a minimum payment of the same amount each month.

Please be advised that Comenity Capital Bank and Aspen Dental are separate entities. The Bank is
responsible for addressing questions related to the DentalFirst Financing credit account, while Aspen Dental is
responsible for addressing concerns regarding treatments, charges, and refunds.

Please be advised that we have reached out to Aspen Dental regarding your claims and have been advised
that your concerns have been addressed and that several options have been provided regarding the charge.
The Bank has no control over the quality of treatments received. As such, we ask that you reach out to Aspen
Dental directly regarding any issues with the treatments received.

Please be advised that the charge is considered to be valid and a refund is not due. I have enclosed a copy of
the agreement for your review.

The balance on your account is $9,350.00. In addition, on May 6, 2016, your DentalFirst Financing credit
account was permanently closed, and reported to the national credit-reporting agencies as an unpaid debt due
to non-payment.

We hope the information provided is helpful. Should you have any additional questions or concerns regarding
this letter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy
to assist you.

Sincerely,
Jenny W****

7/6/2016 Billing/Collection Issues
7/6/2016 Billing/Collection Issues
7/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was sent a $353.08 invoice for products I have never ordered. Until I received the invoice, I had NEVER heard of this company let alone order anything (which I see if for underwear).

Desired Settlement: I want the invoice closed as 1) I never made an order; 2) it will affect my credit (I do not want a negative credit review for something I did not order.

Business Response:

Dear Ms. *********** 

We have received your complaint, addressed to the Better Business Bureau, regarding the merchandise invoice you received.  Comenity Bank issues multiple credit card accounts, and we are here to assist with all of 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 correspondence that you received an invoice in the amount of $353.08 for products you did not order.  You are requesting the invoice be closed as you did not receive any merchandise.  Unfortunately, the Bank is unable to assist you in this matter without more information regarding the invoice.  As such, please provide the following: 

  • A valid account number
  • Social Security number
  • Address
  • Telephone number(s)
  • Any previous names 

I hope this information is helpful.  If you have any further questions or concerns, please contact me at ###-###-####, ext. ******7 (TDD/TTY ###-###-####).  I will be happy to assist you. 

Sincerely,                                                                                                     

                                                                                                              

 

Renee S**** 

7/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This complaint is to explain my plight with my BJ’S MASTER CARD ending with 2481 and an issue that seem to not get resolved. I made a purchase on the website http://www.clvipshoes.com/index.php?m for a total of $509.31 I NEVER received the item and the seller REFUSED to respond to my inquarries, cancellation after several email attempts and ALSO DID NOT REPLY TO BJ’S MASTER CARD. I then open a dispute with BJ’S MASTER CARD on 3.24 and was sent the dispute forms in which I completed and FEDEX to the address provided. Documents where delivered and signed for on 4/05/16, Tracking number:***********2. I called and spoke with a Ms. G****** who stated that the dispute was pending and can take up to 45 days. I have called 3 more times to check up on dispute # 1232108 only to be told its still pending and I should allow 60 days for resolution. I called today 5/23/16 and spoke to a Rochelle ID # **** who insisted that the merchant had NOT reply to their charged back request and they have not heard back from the merchant and has closed my charged back request. What kind of credit card company would closed a dispute if the merchant didn’t reply and the buyer didn’t received the items? This is the worst card company I have ever had and will be closing this account and let others know about the stress they have called. PS. THIS ONLINE STORE FALSELY REPRESENTED THEMSELVES AS ******** ********* WHICH THEY ARE NOT AND IS OPERATING OUT OF CHINA WHICH WE FOUND OUT WEEKS AFTER THE PURCHASE AND DOING SOME RESEARCH.

Desired Settlement: I AM REQUESTING A CHARGED BACK FOR THE ITEMS THAT WERE NEVER RECEIVED TO MY BJ’S MASTER CARD ending with ****

Business Response:

 

Dear ****** **************

 

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Capital Bank issues My BJ’s Perks MasterCard® accounts, and we are here to assist you with all account-related questions.  I appreciate the opportunity to respond to your concerns.


Your complaint states you have not received a refund for merchandise you did not receive.  In addition, you state you opened a dispute and submitted dispute documentation and have not received the credit.  You are requesting to have your account refunded for the purchase.

 

After a thorough review of your  account, Bank records indicate that the situation referenced in your complaint was resolved on June 20, 2016, per the complaint filed with the Federal Deposit Insurance Corporation regarding the same matter.  Please be assured that we have enclosed a copy of the original resolution letter for your 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 ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you. 

           

Sincerely, 

 

Kristina W*****

7/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *** ******* feels that he does not owe the $229.54 to Comenity Capital Bank/Norm Thompson. After deal with them, which was about 2 years ago, the bank that I delt with was in Columbus Ohio which was Comenity Capital Bank. They said I owed them $11.00 and I paid that and that closed the dealing with the bank. From that day on I though everything was paid up in full. Nobody has contacted me on this dealing till April the 5th of 2016. If anyone expects me to pay anything on this bill, I would like an itemized statement for the last 4 (four) years. If this is not done I will not pay one penny of this bill or any other bill. I have contacted my attorney in *********, OH. He is contacting the Ohio Attorney General.

Desired Settlement: To not owe the $229.54 or be presented with an itemized statement for the past 4 years he has not been contacted.

Business Response:

Dear Mr. ********

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above. Comenity Capital Bank issues Norm Thompson credit card accounts, and we
are here to assist you with all account-related questions or concerns. I appreciate the opportunity
to respond to your concerns.

We understand from your complaint that you feel you do not owe Comenity Capital Bank $229.54.
You previously were advised that you owed $11.00 which you paid and assumed there was no
further balance. You are requesting an itemized statement for the last four years if we would like
further payment towards the bill.

Thank you for speaking with me on May 24, 2016. Below, please find a summary of our previous
telephone conversation.

Bank records show that your billing statements were returned to us by the post office on April 21,
2015.

We received you payment of $11.00 on May 14, 2016. After this payment processed the account
reflected a balance of $41.94, and a payment of $20.00 due by June 28, 2015. Due to non-receipt
of payment, the account was written off on January 2, 2016, with an unpaid balance of $229.54.

The Bank has made the decision to no longer hold you responsible for the balance. Due to this
account being reported as a charge off, Comenity Capital Bank notified the credit reporting
agencies of the changes that needed to be made to your credit report. Please be assured this
account is no longer reporting to the credit bureaus.

You are a valued customer, and we hope you find this information to be helpful. Should you have
any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext.
******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Amanda R**

7/1/2016 Billing/Collection Issues
6/30/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:
I am (or was) a new customer who prefers to pay promptly and in full. I was not aware that by my opening a new account with HSN, it would obligate me to be placed on your pay-by-month installment plan – which plan I did not request. When asked, I entrusted you with my debit-card number, assuming it was for the purpose of charging my purchase directly to my bank.

My one and only purchase was a pair of stretchy-jeans – cost approximately $50.00. This purchase does not appear on either of your billing statements, so I’m not certain of the exact cost. And I cannot find out!

I’ve had serious difficulty in obtaining my actual balance from your credit department. Your automated answering service intentionally makes it impossible to speak to a credit representative, by means of entrapping the caller for several minutes while promoting various other purchase “opportunities.” It did, finally, inform me that my “balance was $37.89.” I sent you a check dated 5/1/16 for this amount. My recent statement from you shows my balance to be $37.89 once again – after showing receipt of my initial payment of $37.89. A “new purchase” of $33.26 (which purchase I did not make) was added to your statement, in addition to $21.26 fee charge.

I am enclosing herewith another check for $37.89 – totaling $75.78, which should adequately cover my indebtedness to HSN for my one-and-only purchase – a single pair of stretchy-jeans. By this letter, I request that you close my account with HSN immediately in order to avoid any additional unauthorized charges to my account.

I’m very disappointed that your complex and questionable billing system prevents me from employing future purchases with Home Shopping Network.

Sincerely,

Vivienne Graham
5510 Country Dr Apt I
Nashville, TN 37211-6438
Tel 615-333-7448 – Encl/check
Certified Mail
Cc/Better Business Bureau

Desired Settlement: I am enclosing herewith another check for $37.89 – totaling $75.78, which should adequately cover my indebtedness to HSN for my one-and-only purchase – a single pair of stretchy-jeans. By this letter, I request that you close my account with HSN immediately in order to avoid any additional unauthorized charges to my account.

Business Response:

Dear Ms. *******

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.
As the bank that issues HSN credit card accounts, Comenity Capital Bank is here to help with your accountrelated
concerns. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

Please understand that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible for
addressing questions related to the credit card account, while HSN is responsible for handling matters related to
sales, merchandise processing, returns, and shipping.

I understand from your complaint that you purchased a pair of stretchy jeans from HSN. You state that you were
not aware that by opening an HSN credit card account, that you would be obligated to be placed on a month to
month installment plan. Additionally, you believed this charge would be placed on your debit card. You state
that on the statements you’ve received, you don’t see the charge for the $50.00 stretchy pants you purchased.
You also state you had difficulty obtaining your actual balance from the credit department; however, you were
able to obtain a balance from the automated system of $37.89 and mailed in payment for that amount; totaling
$75.78 in payments to the above-referenced account.

Please note that HSN offers its customers the option of Flex Pay on certain purchases. When choosing the Flex
Pay option, the customer can elect to have the purchase divided into as many as six equal payments. The
customer can elect to have the purchase applied to an HSN credit card, or some other debit or credit card. Please
note that placing a purchase on a Flex Pay plan is optional, and is elected by the customer.

After a thorough investigation, Bank records indicate that three charges totaling $54.52 were applied to the
above-referenced HSN account for the Super Stretch Skinny Jeans. These charges included $21.26 on March
12, 2016, for Flex Payment 1 of 3, $16.63 on April 11, 2016, for Flex Payment 2 of 3, and $16.63 on May 11,
2016, for Flex Payment 3 of 3.

Although no Bank errors were made, in the interest of customer service, Comentiy Capital Bank has issued a
credit in the amount of $21.26 for the late fee that was assessed on May 6, 2016. A refund check in this amount
has been mailed to you and should be received within the next 14 days via separate mailing.

Please be assured as of June 1, 2016, the HSN account was closed per your request. Although you have closed
your account, we hope you continue to shop with HSN.

We value you as a customer, and we hope you find this information to be helpful. If you have any further
questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be
happy to assist you.

Sincerely,

Ashley R***

Consumer Response:

Please accept my sincere apology for my delay in responding to the above; the reason being I've been incapacitated due to a serious case of bronchial-pneumonia.

Thank you for your immediate response and involvement in my case, which resulting in my receiving a letter of apology from HSN - Comenity Capital Bank, along with a reimbursement check for $21.26. i consider this to be fair and reasonable and wish to state in writing that I am completely satisfied with the resolution of this matter and I comply with your office that it be closed.

However, I request that you please upgrade your closed files to show receipt of this belated letter expressing my appreciation for Better Business Bureau's concern and efficiency regarding my complaint with HSN-Home Shopping Network. It is most reassuring to me, the consumer, to know the Better Business Bureau is there for me in the interest of principle and fair-play, whether it be a small or large complaint. My hope is that mine will serve as a positive reminder for better business practices.

Sincerely,

******** ******

6/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ive been receiving a number of calls on my phone, ###-###-####, from an unknown number. There is a voicemail left looking for a ****** ****** and to call Paypal credit. They need to remove my number off their dialer

Desired Settlement: They need to remove my number off their dialer.

Business Response:

Dear Mr. *********

We received the complaint you sent to the Better Business Bureau regarding PayPal
Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal
Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later,
Inc. PayPal Credit is a payment option made available by many merchants to their
customers.

Your complaint states you received a voicemail from PayPal Credit attempting to reach
one of their customers. You are requesting PayPal Credit remove your phone number
from their dialer.

According to PayPalls Credit's records, a call was placed on June 13, 2016, to the
phone number provided in the complaint. The call was communication intended for a
consumer regarding a business matter unrelated to you.

Upon receipt of your complaint, PayPal Credit flagged the phone number you provided
(ending in 2940) with "Do Not Call" instructions. You should no longer receive phone
calls from PayPal Credit.

We hope this letter explains and resolves this matter.

Sincerely,
Jessica A*******

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards, ***** ********

6/28/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Paypal credit is asking for a high minimum payment in the amount of 462.00, the account is past due and over limit currently, which I understand. However, they are asking for such a high amount as it exceeds my weekly paycheck. I requested the amount lowered, however, was denied saying the account is again over limit and past due. The account is past due because I have fallen behind on payments with the account as well as other credit accounts I currently hold. I take care of my mother and have been paying for her medication(s)

Desired Settlement: I need payment amount lowered, I did pay 100.00 but that does not cover minimum amount due

Business Response:

Dear Mr. ******* 

We received the complaint you sent to the Better Business Bureau regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later, Inc. PayPal Credit is a payment option made available by many merchants to their customers. 

Your complaint indicates the minimum payment requirement on your account exceeds your weekly income and you are not able to make the payment. You requested for the amount to be lowered, but your request was denied because the account is over the limit and past due. 

PayPal Credit’s records reflect your PayPal Credit account was opened on June 18, 2013, with an online purchase of $411.99 through ***** ******** ****, with PayPal Credit selected as the payment method. PayPal Credit’s records also reflect your account was closed on May 24, 2016, due to delinquency. 

As stated in the Terms and Conditions you received when your account was opened, the minimum payment requirement each month will be any past due amounts from previous billing cycles plus the greatest of: $25.00, or $35.00 if you failed to pay at least the minimum payment due by the due date in any one or more of the prior six billing cycles; 3% of the balances on the account on the last day of the billing cycle; or 1% of the balance on the account on the last day of the billing cycle plus any interest, late fees and/or return check fees assessed in that billing cycle. 

On May 11, 2016, PayPal Credit received the complaint you filed with the Consumer Financial Protection Bureau (CFPB) regarding this matter. On May 25, 2016, PayPal Credit responded to your complaint through the CFPB portal and sent a copy of the response to you via mail. As stated in PayPal Credit’s previous response, PayPal Credit reviewed your account, and found no record of any prior requests regarding your minimum payment requirement. 

As of May 27, 2016, your account is closed with a balance of $5, 494.10 and a minimum payment requirement of $638.00 due by June 20, 2016. If you are unable to make your minimum payment PayPal Credit may be able to help. Please call Customer Support at ############## payment options that may be available to you. 

We hope this letter explains and resolves this matter. 

Sincerely, 

Jessica A*******

Consumer Response: Again, I've called in numerous times and they will more than likely deny receiving any calls as they conveniently have no record of them. This is no surprise as I'm sure they do not document each and every call received. However, the reps spoken with cannot or will not lower monthly payment due as the account is past due, they only want some arrangement which does not lower the actual payment amount.  They also have a complaint filed  with the CFPB (Consumer Financial Protection Bureau) most recently about this, its a shame they are not more cooperative.  The payment arrangement they are seeking merely splits up the monthly payment amount, does not actually lower it. Please advise them I can afford 100 a month if they can adjust the account to reflect this amount due. I believe this is reasonable. 

6/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have relatedly asked that they stop calling my inlaws house and the customer service people still continue to call my inlaws home. I have also told this credit card company that I will make payments but I am in financial difficulty and I had to shut my home phone off because they would call my home 15-20 times per day which it has become a legal issue because after I have told them not to call it becomes a legal issue for me to press charges. My inlaws have told them to not to call their house and they still continue to do so.

Desired Settlement: Stop calling all numbers. let me pay the credit cards, open the cards back up so I can pay them. NO MORE PHONE CALLS OR I AM GOING TO PRESS LEGAL CHARGES!

Business Response:

Dear Ms. *******

We have received your complaint, addressed to the Better Business Bureau, regarding the above-referenced accounts.  Comenity Bank issues Abercrombie & Fitch, BON-TON, Express®, J.Crew, Buckle, NEW YORK & Company, christopher & banks, Eddie Bauer®, PACSUN, maurices, LOVELOFT, VICTORIA’S SECRET, 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 Comenity Bank has repeatedly called your in laws regarding payment on the above-referenced accounts.  You state that you will make the payments but you are in a financial difficulty at this time.  You are requesting that all calls are stopped on all telephone numbers on the accounts and the accounts be reopened so you can make payment.  I am happy to share my findings with you.

Please be assured, per your request a “do not call” status has been placed on all telephone numbers listed on the accounts.  The calls should have stopped by now.

After reviewing the Abercrombie & Fitch, Buckle, LOVELOFT, VICTORIA’S SECRET, and BON-TON accounts we found they were closed by Comenity Bank due to delinquencies.  Unfortunately, the Bank is unable to reopen these accounts.  If you choose to make payment arrangements on the above-mentioned accounts, please contact our Payment Solutions team at ###-###-#### (TDD/TTY ###-###-####) to set up suitable payment arrangements. 

After reviewing the maurices, PACSUN, NEW YORK & Company, J.Crew, and Express® accounts, we found these account are open, and current as of the date of this letter. 

Regarding the Eddie Bauer® account on May 6, 2016, it was closed, written off and reported to the credit-reporting agencies as an unpaid debt.  On May 19, 2016, the account was purchased by ************ ******** *****, a third party collection agency.  You may contact them by calling ###-###-#### to discuss this account. 

Regarding the christopher & banks account on May 12, 2016, it was closed, written off and reported to the credit reporting agencies as an unpaid debt.  If you choose to discuss suitable payment arrangements, please contact our In-House Recovery at########## (TDD/TTY ###-###-####. 

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 ###-###-#### (TDD/TTY ###-###-####).  

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.  Comenity Bank supports and participates 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 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 the telephone numbers provided.  They will be happy to assist you. 

Sincerely,                                                                                                       

                                                                                                                

Renee S****

6/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: About few years ago I had a credit card with a 2000.00 credit limit. Within the first year I received a message stating that my card was cancelled due to what appeared as suspicious activity. Even with that being said, disregarding any suspicious activity they detected which I won't even discuss at this point, they send a statement on 12/15/2013 which stated the current balance at $1483.68. I can provide proof that over 2000.00 has been paid and that all payments were early with a small few paid on the due date. What would you now say if I told you my current balance due is; $1,198.00

Desired Settlement: I have more than paid what was owed, I would love to have it closed. But I think better would be a major audit because if they are doing this to me, they are doing it to others. Sued by the government on behalf of the people

Business Response:

           

Dear Mr. *******

 

Thank you for contacting the Better Business Bureau regarding the above-noted account.  Comenity Capital Bank issues your MyPoints Rewards Visa® account, and we respond to all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 

We understand your concerns regarding the balance and that you feel that your account should be paid off and no balance should be owed.

 

After a review of your account, Bank records indicate that the MyPoints Rewards Visa® was opened on May 13, 2013, in the name of **** ******.  We have no record of the account having a zero balance at any time.  I have enclosed billing statements for the account since the date of opening to show the accounting of the account.

 

As of the date of this letter, your current balance is $1,168.42.  We have found no bank errors, and at this time we find the  balance to be valid and accurate.

 

We hope you find this information to be helpful.  Should you have any further questions or concerns, please contact me directly at ###-###-####, ext. **** (TDD/TTY ###-###-####).  I would be happy to assist you.  

 

Sincerely,

 

Justina M********

Consumer Response: I have responses from the company that indicate the complete opposite

Regards, **** ******

Business Response:

           

Dear Mr. *******

 

Thank you for contacting the Better Business Bureau regarding the above-noted account.  Comenity Capital Bank issues your MyPoints Rewards Visa® account, and we respond to all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 

We understand your concerns regarding the balance and that you feel that your account should be paid off and no balance should be owed.

 

As stated in our previous letter we have reviewed the balance on your account since it was opened and we have found no time in which the balance was zero.  Additionally, we have found no discrepancies in the balance.

 

After a review of your additional complaint, you state that you have proof of different information provided to you by Comenity Capital Bank.  Please provide this information and I would be happy to review the documentation for any discrepancies.

 

We hope you find this information to be helpful.  Should you have any further questions or concerns, please contact me directly at ###-###-####, ext. **** (TDD/TTY ###-###-####).  I would be happy to assist you.  

 

Sincerely,

 

Justina M********


Consumer Response:

I sent all of the information to the BBB email address that was supplied on May 22nd 2016

I do not understand why the complaint has been twisted to read as something that was never mentioned, never written. If you actually read the complaint, what is states is;

The account was closed by the company due to what they claimed as suspicious activity. That is fine, I could care less

When the account closed I owed $1483.68, what the attachments show is that all payments were made on time and over 2000.00 has been paid during this time and my current balance due is $1198.00.

I do not know what you are talking about, this is what the complaint is about.

That information you keep asking for is information that I sent

Respectfully, **** ******

 

  

Business Response:

           

Dear Mr. *******

 

Thank you for contacting the Better Business Bureau regarding the above-noted account.  Comenity Capital Bank issues your MyPoints Rewards Visa® account, and we respond to all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 

We understand your concerns regarding the balance and that you feel your account should be paid off, and no balance should be owed.

 

Thank you for previously providing us with the confirmation notices regarding your payments.  Please be assured we have reviewed this information and find that all payments referenced in your confirmation notices have been applied to your account, with the exception of one payment. Payment of $100.00 on March 7, 2015, is not reflected on your account.  Unfortunately, the confirmation of payment is not sufficient for us to make a correction.  Please provide a confirmation from your financial institution of the electronic transmittal for this payment.  Once this has been received, we will research and make any necessary adjustments.

 

Additionally, please be advised that the account was closed on May 29, 2014.  The billing statement issued on June 11, 2014, reflected a balance of $1,911.25.  Please review the statements that were previously provided to you.  They will reflect all account activity including any charges, fees, credits and payments.  If you find any discrepancy on the billing statements please provide an explanation as to the discrepancy, along with any supporting documentation, and we will research.

 

We hope you find this information to be helpful.  Should you have any further questions or concerns, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you.  

 

Sincerely,

 

Justina M********

Consumer Response:

I received a package containing the account information, this information was not available to me previously. I reviewed the information and neglected to consider the $480-$580 interest being paid per year 

After having the ability to review the information, I would like to apologize and I humbly withdraw the complaint ID ********.

The resolution is satisfactory to me.

Thank You, **** ******

6/20/2016 Billing/Collection Issues
6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been receiving approx. 50 plus phone calls from COMENITY fpr the past few months. I don't answer any calls for fear of scams. I DON'T have anything to do with this bank. I've had my cable provider (********) block the calls but within a day or two they resume. The calls come from the following numbers: ###-###-####, **** as well as ###-###-####. The calls are every day including weekends.

Desired Settlement: I'd like these calls to cease! They are very ANNOYING! I've also contacted the ******* Attorney General's office and filed a complaint.

Business Response:

Dear **** ** *********

We have received your complaint, addressed to the Better Business Bureau, regarding telephone calls that you are receiving from Comenity Bank.  Comenity Bank issues multiple credit card accounts, and we are here to assist with your questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

Your complaint indicates that you are receiving telephone calls from Comenity Bank regarding a matter not related to you. 

The telephone calls placed to the telephone number ending in **** were attempts by the Bank to contact one of our customers regarding a business matter.  The Bank has honored your request to cease all phone calls to the telephone number ending in ****, regarding the matter unrelated to you. 

If you are receiving phone calls from the Bank on a different telephone number, regarding a matter not related to you, please do not hesitate to contact us directly. 

Please accept our apology for any inconvenience that you may have experienced regarding this situation.  If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Renee S****

6/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: CCB/PPC ran a hard credit inquiry without my approval. It lowered my credit score.

Desired Settlement: I would like the hard credit inquiry removed and for this bank to not run a hard credit inquiry on me again in the future unless authorized.

Business Response:
Dear Mr. *********

We have received your complaint, addressed to the Better Business Bureau, regarding the hard inquiry on your credit file.  Comenity Capital Bank issues multiple credit card accounts, and we are here to assist with all your 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 state Comenity Capital Bank ran a hard credit inquiry without your approval and this has lowered your credit score.  I am happy to share my findings.

The Bank would like to assist you in resolving this matter.  However, based on the information provided in your complaint, the Bank has not been able to locate an account, or credit application, in your name.  In order to investigate your complaint, we request that you provide the Bank with a copy of your credit bureau report showing the inquiry.

Once this information is received, the Bank will be able to investigate your complaint further. Please send this information to my attention at the address shown above or it may be faxed directly to me at ###-###-####.

We sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions regarding this letter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Renee S****

6/20/2016 Billing/Collection Issues
6/17/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a Victoria's Secret credit card for which my balance of about $300 became delinquent due to my significant other losing his job last fall. Now Comenity Bank has raised my balance to $808 and I am receiving harassing phone calls from them from numbers which come up as "No Caller ID" and in which I am threatened to have my attorney contact them and if I "choose not to return this call it will be a life changing decision". The men I have spoken with include a "Russ M" and a "Mr C*******" and they have been threatening and intimidating and even mocking, and I have been told that "open credit cards and run up a bill and then don't pay my bill". And "if I were you and had a debt I would pay it", etc.

Desired Settlement: I would like an explanation of all of the additional charges on my account. I do not want to be threatened or harassed any further about this matter.

Business Response:

Dear Ms. ********:

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account. Comenity Bank issues VICTORIA’S SECRET credit card accounts, and we are here to answer your questions. Your complaint was forwarded to my attention and I appreciate the opportunity to address your concerns.

We understand from your complaint that after a loss of income last fall, your account, which had a balance of about $300.00 became delinquent and the balance has increased to $808.00. As a result of the past due payments, you have received numerous telephone calls that you feel are harassing, threatening, and intimidating, and you have been advised to have your attorney contact us. You want an explanation of the additional charges and you do not want to receive further calls about this matter.

Our records indicate that as a result of non-payment, the account was assessed late fees and finance charges. 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. The last purchase of $106.35 was charged to the account on October 20, 2012. As payment was not made, the account was permanently closed on January 1, 2016, for non-payment and reported as a charge-off to the credit bureaus. The last payment was received on February 29, 2016, in the amount of $135.00; however, this payment was returned by your financial institution due to insufficient funds, and debited back to the account balance.

Enclosed are copies of the billing statements for your records.

Please understand that when an account becomes past due the Bank will make attempts to contact a customer for payment. Telephone calls may continue until the Bank is able to speak to the accountholder. Per your request, a “cease and desist”, status has been placed on your account. This cease and desist will stop all future collection calls. You will continue to receive certain legal communications as permitted by law. Your request to cease and desist contact on your account may be changed at any time by contacting us again in writing at the below address:

Comenity Bank
PO Box 182273
Columbus, OH 43218-2273

We also reviewed 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. Our management team reviews calls and complaints of this nature and their recommendations will be followed.


As of today, the account balance is $801.73, and no additional fees have been assessed to the balance since the account charged off. We encourage you to contact the Bank’s Recovery team at ###-###-####, to discuss suitable payment arrangements.

We apologize for any frustration or inconvenience you experienced when contacting the Bank, and we hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.


Sincerely,
Shawnda Y****

6/17/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Comenity continues to charge late fees and interest on an account that has been paid in full. I purchased a pillow through Comenity's "Gold Violin" catalog, and in order to receive a "discount," opened up an account with Comenity. My wife did not accept delivery of the pillow and requested the U.S. Postal Service to return the pillow -- unopened -- to Comenity. Comenity proceeded to send a statement for shipping, including late fees and interest on shipping charges. Telephone calls to Comenity to remove the charges went unheeded. My daughter finally wrote a check covering all charges, rather than continuing to deal with the institution (I am over 80 years old and requested her assistance). But, Comenity calls my home morning, noon and night on a daily basis -- and has reported me to a collection agency -- despite having been paid in full. My daughter informed Comenity in writing that the bill had been paid in full, provided a copy of the check, and the date on which Comenity deposited the funds, and requested confirmation. Instead, Comenity continues to send statements reflecting "late fees" and "interest," along with incessant phone calls. Their tactics are likely repeated to many seniors across the country. It is extremely upsetting and borders on harassment.

Desired Settlement: (1) Confirmation from Comenity that no charges are owed; (2) Confirmation that all credit rating agencies have been so informed; (3) Immediately cease calling my residence morning, noon and night

Business Response:

 

Dear Mr. *******

 

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues Gold Violin® credit card accounts, and we are here to help with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 

You state that you purchased a pillow through the Gold Violin catalog, and in order to receive a discount, you opened a Gold Violin® account.  Your wife did not accept delivery of the pillow, and the pillow was returned, unopened; however, the Bank proceeded to send a statement for shipping, which included late fees and finance charges.  Although you attempted to resolve this matter over the telephone when you spoke with representatives of the Bank, your attempts were unsuccessful.  You have been receiving telephone calls daily, and you have been reported to a collections agency.  You further state that your daughter wrote to the Bank advising the account had been paid in full.  You are requesting confirmation that no charges are owed, confirmation that the credit-reporting agencies have been updated, and to receive no further calls from the Bank.  We sincerely apologize for any inconvenience or frustration this matter may have caused you. 

 

Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns.  Comenity Capital Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. 

 

Please understand that Comenity Capital Bank and Gold Violin are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to Gold Violin® credit card accounts, while Gold Violin is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. 

 

Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling.  When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded.  Additionally, if you use the provided Smart Label for the return, your account is billed $9.99 for the cost of the return shipping.

 

In the interest of customer service, credits totaling $234.92 have been issued to remove the late fees, finance charges, shipping charges, and Smart Label fee which were previously assessed.

 

Please be advised that these credits resulted in a credit balance on your account.  Because the account has a credit balance of $94.94, we have issued a refund check of $94.94.  Please allow 14 days to receive the refund check, as it is being sent in a separate mailing.   

 

Notification has been sent to the national credit-reporting agencies, regarding the Gold Violin® account, with instructions to remove the negative payment information from your credit bureau report.  Please allow the credit-reporting agencies 45 days to update this information in their records.                 

 

In addition, the telephone number, ending in 4027, was updated so that you no longer receive telephone calls, regarding the Gold Violin® account, from the Bank.  All calls should have ceased by this time.

 

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 

Sincerely,

 

Laura R******

6/14/2016 Problems with Product/Service
6/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

I have an account with Zales throw them for many years. I've sent them a message asking about my finance charges back in December (based on customer care supervisor back then to send them this mail) and I was told by the customer care representative/supervisor then not to pay anymore until they solve it. The message is all mentioned below which includes the nature of my original complaint. Did not get back to me for almost 5 months, and my credit score dropped by over 115 points due to this problem.

Called them two months ago and said still wait for processing. Dear credit account service representative at Zales credit services, I have been a Zales customer for over 8-9 years, and I have purchased many things starting with the wedding ring which cost more than $15,000, I have been placing an auto pay on my account each time I buy a promotional purchase, by making the calculations based on the store agent recommendations so that by the end of the term it is paid off in full. I am a traveling physician who does not stay in town a lot. And I have been out of my home town for a few months, and so I do put every credit card or account on auto pay including my Zales account.

For some reason and when I came back this time I opened the last statement that you mailed me and I found that I have been charged a total of $2500 in interest over the past year. I called customer service who in turn transferred me to a supervisor, and after explaining my situation she said that my only hope is to write a letter to you and explain what happened. I actually think that something could have been done differently to remind me of this and to pay it upfront prior to this happening. I usually get phone calls or emails from the other merchants when I am overdue for any payment or if there is a delay even for few days, which did not happen over the past nine months with Zales. And given that I have not checked the mail because of me being out of town most of the time I was under the impression that my balance is being paid as planned and as advised by the store agent on my last purchase (which obviously as I just figured out that the calculations were made wrong by him and eventually led to this interest).

The problem is (and what really hurts me) that I do have a balance in my checking account that would have paid for this so I did not need to delay the payment but I just wanted to take advantage of the promotion and did not know and did not even get a hint that the promotion was ending in March. This hits me in a time of holidays and only hours before I fly with my 4 kids to the annual vacation in FL, and truly shocked me and the family just because these $2500 have many places else to go now and it was totally unexpected, so this is a so called petition or an "asking for mercy" as a courtesy in this nice time of the year from you all to my small family if you could do anything to waive this interest in retrograde especially if you look back at my records and run a credit check on me to verify that I have never delayed a payment to anyone.

I truly would love to continue to be a customer and purchase my gifts whether to my wife or daughter or mother or anyone from you guys, but this is going to be a shocking thing for life that would really hurt me even to think of this event, and the agent told me that I could just pay and close the account which again I would love to stay as a customer and have the opportunity to continue to purchase in the future but again if this could be taken care of in any way .

I would be willing to send you any approval of what I mentioned and I am glad to talk to anyone on the phone about this. Please do not neglect this message that is being sent to you on 31 December just few hours before the beginning of the new year. Regards,

Desired Settlement: As promised by the supervisor in 12/2015, reverse the finance changes and correct my credit as a result, i could have paid then and saved myself this mess but they asked me to wait

Business Response:

           

Dear ***** ************

 

We received a complaint from you, addressed to the Better Business Bureau, regarding the above-mentioned account.  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 contacted the Bank in December regarding finance charges that were applied to your account and you were advised not pay anymore until the issue was resolved. You did not receive a response for almost five months, and your credit score dropped due to this situation. 

 

In your original complaint you state that you made a purchase, and you had placed auto payments on your account, and calculated each payment to be withdrawn based on the recommendation from the store to have your promotional balance paid by the end of the term.  You later discovered that you were charged a total of $2,500 in interest over the past year.  You are requesting to have the interest charges reversed as you were promised by a supervisor in December 2015.

 

We would like to apologize for any inconvenience this matter may have caused you.

 

Please be advised that on January 21, 2016, ZALES THE DIAMOND STORE® credit card accounts were converted to Comenity Capital Bank from ********, and we are unable to verify any conversations or correspondences submitted to ********.

 

Our records indicate that we sent you a letter dated May 6, 2016, in regards to the interest charges that were previously assessed.  We have enclosed a copy for your records.

 

In addition, notification has been sent to the national credit-reporting agencies with instructions to delete the negative payment information that was reported for your ZALES THE DIAMOND STORE® credit card account on May 6, 2016.  Please allow the credit-reporting agencies 45 days to update their records.

 

Your payment of $2,006.17 was received on May 7, 2016.  As of the date of this letter, the balance on your account is zero.

 

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. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 

Sincerely, 

 Ashley H*****

Consumer Response:

If you look back at my original message I indicated clearly that I have not been contacted for over a year to be told that my balance is overdue and a finance charge has been added. I have not received any statements or emails. Changing the banks from ******** to the current lender has slowed things down even more.  The response that I received from the bank now only states that the balance and the finance charges are valid. They may be valid in their opinion but in the settings of what happened and in comparison to every single other bank in the country or even in the world this is not acceptable. You cannot charge a person a full charge of  30% without even sending him a statement or contacting him to see what is wrong with him. What if this person has died. Every other bank in the country contacts me if there is even one over due charge Or a late payment specially if I'm used to paying them continuously. This never happened with this lender and the only reason I knew about it is I just wanted to check my balance .. So I do not accept this response thank you 

Regards, ***** ***********

6/9/2016 Billing/Collection Issues
6/8/2016 Billing/Collection Issues
6/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They are constantly charging me for items that I never ordered or recieved, I have tried to resolve this issue with them, several times, with no resolution, whatsoever.

Desired Settlement: To stop charging people unnecessarily, especially if they never recieved anything from you.

Business Response:

Dear Mr. *******

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues Haband credit card accounts, and we are here to help with account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

You state that you are constantly being charged for items that you did not order or receive.  Although you have attempted to resolve this issue, you have received no resolution.  You are requesting to stop being charged for the items you did not receive.  We sincerely apologize for any frustration or inconvenience this matter may have caused you. 

Please understand that Comenity Capital Bank and Haband are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to your credit card account, while Haband is responsible for handling matters related to sales, merchandise processing, returns, and shipping.

Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling.  When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded.  Additionally, if you use the Smart Label for the return, your account is billed $9.99 for the cost of the return shipping.

We have reviewed your account and we are happy to share our findings.  Our records indicate, that you contacted the Bank and advised that purchases listed on the account were not made by you.  Our Billings Dispute team reviewed your concerns, and they determined that the items purchased were sent to your address.  Letters were sent in response to your disputes on December 23, 2015, and March 3, 2016, advising if you had any further questions regarding the purchases to contact Haband, and if you felt the purchases were fraudulent, to contact the Bank’s Account Protection (Fraud) team.  We have enclosed copies of the letters for your review.    

We reached out to Haband, on your behalf, and on March 25, 2016, they issued a credit of $9.73 to your account. 

Because you state that there were some orders that you did not receive, the Bank has made the decision to no longer hold you responsible for the remaining account balance.  In the interest of customer service, we have issued a credit of $44.93 to the account, and additional credits totaling $71.32 to remove the previously assessed late fees, finance charges and Account Assure charges.  

Please be assured, no negative payment information was reported to the national credit-reporting agencies, regarding the Haband account, due to this matter.   

On February 29, 2016, the above-referenced Haband account was closed per your request.

I hope this information was helpful.  Should you have any further questions or concerns regarding your Haband account, you may contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

 

Laura R****** 

6/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am being overcharge on flex account . I call and ask them to give me my total balance and to close my account. I received a statement stating I owe them 73.68 by June the 3rd I call and question it and didn't get any results. How can I receive a statement one month stating I owe nothing than the next month I owe when I haven't purchase anything else.

Desired Settlement: Let me know in full what I owe and cancel this account.

Business Response: Dear Ms. ******* 

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card 
account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related 
questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. 

We understand from your complaint that you are concerned about the balance of your account. You state 
you believe you are being overcharged on a flex account because one month you received a statement 
with a zero balance and the next month you received a statement with a balance of $73.68; however, no 
purchases were made. You state you called in to question the balance and cancel the account and didn’t 
get any results. We understand your concerns and apologize for any inconvenience this matter may have 
caused. 

We have reviewed the issues in your complaint 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. 

Please understand that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible 
for addressing questions related to the credit card account, while HSN is responsible for handling matters 
related to sales, merchandise processing, returns and shipping. 

We have reviewed your HSN credit card account, and have enclosed a table which outlines your statement 
activity from February 2016 through May 2016, including: purchases, payments, and Bank fees assessed. 

Although no Bank errors were made, in the interest of customer service, a late fee credit in the amount of 
$25.00 was applied to your account on May 19, 2016. 

As of the date of this letter, the remaining balance on your HSN credit card account is $48.58 with a 
minimum payment of $27.00, due by June 3, 2016. Please be assured on May 19, 2016, the account was 
closed per customer request. 

I hope you find this information to be helpful. Although you have closed your account, I hope you continue 
to shop with HSN. Should you have any further questions regarding the information outlined in this letter, 
please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to 
assist you. 

Sincerely, 

Ashley R*** 

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards, ****** ******

6/6/2016 Problems with Product/Service
6/6/2016 Problems with Product/Service
6/3/2016 Billing/Collection Issues
6/3/2016 Billing/Collection Issues
6/3/2016 Problems with Product/Service
6/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase a dog from Petland in Florida. They offered my credit options and thus received the Petland credit card. I never was informed that I needed to pay the card off in one year or all the interest that I did not pay during that year would be added to me account at once. I continued to receive credit card statements which only requested the aluminum with no continued inflammation reminding me about the situation with this card. I feel that they should have request a higher minimum since the was expected to be paid off in one year. I also never received any notice that since the card had not been paid off my account would be charged the interest all at one time.

Desired Settlement: I think that since they were not upfront with and charged me a higher minimum each month I feel that they should waive the accumulated interest. When you are wrapped up in the moment of buying an animal that they seem to take advantage of me by not really being honest with how the credit card was suppose to work and then the bills only showing the minimum were very misleading. A continual reminder of the concept should have been on all the bills so there would have been no surprises at the end.

Business Response:

Dear Ms. *****

We received your complaint, addressed to the Better Business Bureau, regarding your Petland credit card account.  Comenity Capital Bank issues Petland credit card accounts, and we respond to all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand your concerns regarding the interest that was applied to your Petland account, and apologize for the lack of information that you were provided by the Petland retail sales associates regarding your promotional plans.

Furthermore, you state that you did not receive any reminders from the Bank in regard to the finance charges that would be added to your account.  You are requesting to have the amount of $447.25 be credited, as the minimum due was misleading.

Please understand that Comenity Capital Bank and Petland are two separate entities.  The Bank is responsible for addressing questions related to the credit card account, while David’s Bridal is responsible for handling matters related to sales, merchandise processing, returns and shipping.

After a thorough review of the account, Bank records indicate that a purchase of $1,500.00 was charged to the account on April 18, 2015.  The purchase was placed on a 12-month promotional plan with deferred interest, 1% payment required plan, scheduled to end on April 18, 2016.

As agreed at the time of purchase, no interest would be assessed to the account should the balance be paid in full by the promotional plan end date.  On April 18, 2016, the above-referenced promotional plan was not paid in full; therefore, on May 12, 2016, the accrued finance charge of $447.25 was applied to the account.

Per your Credit Card Agreement, repayment is to be no less than $25.00 per month.  With the promotion plan, your minimum monthly payment was set at the lowest available.  Please find enclosed a copy of the CCA for you review.

Information about promotional plans is provided to our accountholders on their monthly billing statements in the “details of your plans” section.  Specifically, accountholders are instructed that should a balance not be paid in full, accrued finance charges dating back to the original date of purchase will be assessed to the account.  Enclosed, please find a copy of the monthly billing statements for your Petland credit card account for your review.

We apologize if you felt mislead or taken advantage of in any way.  Comenity Capital Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.

We hope you find this information to be helpful.  Should you have any further questions, please contact me directly at ###-###-#### (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Diamond L***

Consumer Response: they really did not provide any resolution but more misleading words.  They did not even try st make an attempt to compromise.  i am still a very dissatisfied consumer.
Regards, ****** ****

5/27/2016 Problems with Product/Service
5/26/2016 Billing/Collection Issues
5/24/2016 Billing/Collection Issues
5/24/2016 Billing/Collection Issues
5/24/2016 Billing/Collection Issues
5/24/2016 Billing/Collection Issues
5/24/2016 Billing/Collection Issues
5/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a $24.xx coat from Blair and upon receipt of the first bill I sent them a check to cover the entire amount. I was currently in a skilled rehab facility due to breaking my leg. At 90 years old it takes longer to recover from these types of injuries. I received another bill the next month showing no payment plus an added late fee of $37.00! That's more then 150% interest! Loan shark rates to say the least. I called customer service and explained my situation and to let them know that I had mailed them a check after the first statement. They said they had no record of receiving a payment and could do nothing further. I called my bank to stop payment on the check, another $25 fee, and sent them a second check along with the notation that this check was 'payment in full' for the entire amount owed on the coat. This check was cashed showing they agreed the account was paid in full but I have gotten another statement showing a balance of $110 after a credit for my payment of $24.93! ! ! That's over 500% interest! After two separate conversations which were of no help and with the last one resulting in their need to be rude I am left with this as my next option.

Desired Settlement: My desired outcome is for them to accept the payment, as they agreed to, as a payment in full and return my account to a zero balance.

Business Response:

 

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 

You state that you ordered a coat from Blair, and after you received your first bill, you sent a check to pay off the entire amount.  The following month you received another bill and as your payment was not received, a late fee of $37.00 was added to the account.  After speaking with customer service who confirmed the payment had not been received, you placed a stop payment on the check and sent in another payment, marked as payment in full.  Although the payment was cashed by the Bank, you continued to be charged late fees monthly.  Additionally, you were unhappy with the service you received when you spoke with representatives of the Bank.  You are requesting the payment be accepted as payment in full, and for your account balance to be zero.  We sincerely apologize for any inconvenience or frustration this matter may have caused you. 

 

Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Capital Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that. 

 

On April 5, 2016, in the interest of customer service, credits were issued totaling $110.00 to remove the previously assessed late fees.  Please be assured, the account balance, as of today’s date, is zero.    

 

Notification was sent to the national credit-reporting agencies with instruction to remove the negative payment information, regarding the BLAIR® account, from your credit bureau report.  We can confirm that this information has been updated in their records.   

       

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 

Sincerely,

Laura R******

 

5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was enrolled in a hardship program due to my unemployment. Due to the hardship program I was assigned to make $10 a month payments these payments are automatically debited from my bank account the amount and the automatic payments where explain to me and given to me by the representative who set up the hardship agreement. I was removed from the hardship program after several consecutive payments were debited from my bank account due to the fact that I should have been paying $11 a month instead of $10 a month. however I was unaware of this due to not looking at my monthly statement because my account was being automatically debited like clockwork.

Desired Settlement: The desired outcome for me will be put back on a reduced monthly payment is due to my account be coming past due I would like no negative reporting to the credit bureau's.

Business Response: Dear ****** ***** 

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card 
account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related 
questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. 

We understand from the complaint that you were enrolled in the Hardship Program due to unemployment. 
You state that you set up automatic payments for $10.00 a month; the amount agreed upon when signing 
up for the program. However, you received notification that you had been removed from the Hardship 
Program because you have been paying $10.00 a month instead of $11.00 a month; the minimum amount 
due, which you were unaware of. We understand you would like to be placed back on the reduced monthly 
payment, as well as having any negative information reported to the credit bureaus removed due to this 
matter. We understand your concerns and apologize for any frustration this matter may have caused you. 

After a thorough review of the above-referenced account, records indicate the Hardship Program was 
considered unsuccessful due to receiving minimum payments of $10.00 rather than $11.00; however, at 
the time of enrollment you were assured the minimum payments would be $10.00. Please be advised the 
account has been re-enrolled in the Hardship Program with a minimum payment due of $10.00 a month. 
The program will be extended on the above-referenced account until December 28, 2016. 

Please be assured that while in the Hardship Program your minimum payment will be $10.00 a 
month. Please be advised that your statement may indicate a different minimum payment; however, we 
will adjust the account to ensure the account will be current with a $10.00 payment each month. 

Comenity Capital Bank issued credits in the amount of $25.00 for the previously assessed late fee and 
$7.00 for the previously assessed finance charges. 

Please be assured that notification has been sent to the national credit-reporting agencies with instructions 
to remove the past due payment history that was reported for September and October 2015 from your credit 
report. Please allow the agencies 45 days to update their records. 

We value you as a customer, and hope you find this information to be helpful. If you have any further 
questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will 
be happy to assist you. 

Sincerely, 
Ashley R*** 

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards, ****** ****

5/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had account with Women Within and their financials and payments are handled by Comenity Bank. In August of 2014, I noticed my statement from Comenity come through and it was a lot higher than we expected. So, upon closer examination of our statement I found they were charging us for Holstead jewelry, which had previously been send out as a premium, on a no-charge basis. I called them adn told them if we were to be charged for these items which had been sent out at no extra charge, I told them the we did not want them under those conditions. We returned the jewelry which was charged $906. We had and this gave us a credit balance on our account of almost $400.00 in January of 2015. the next few months, they sent several messages trying to get us to spend our credit. I tried to buy some shoes but received the wrong size and I returned them the same day we received them which was in April 2015. On my next statement, the $906.00 credit was no longer there so we were not going to buy anything until we could get this straightened out. Then in June 2015, a charge came up and I could not figure it out since I has not made any purchases except those shoes which we were trying to work down a negative balance. I never would have made a purchase if I thought there was a chance that the credit would go away. Now my balance is showing the shoes and late charges. I have talked to them many times. I have talked with supervisors and some agreed with everything I said but nothing has happened. Then, the calls and letters would start all over again.

Desired Settlement: I want the company to investigate my account thoroughly. I want the credit of $906.00 placed back onto my account and the shoe charges and late fees also refunded. Just issue a check for the credit due from this account and sent to me.

Business Response:

Dear Mr. ******:

We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account. Comenity Bank issues Woman Within credit card accounts, and we are here to answer all of your account-related questions. Your complaint was forwarded to my attention for review, and I appreciate this opportunity to assist you.

We understand from your complaint that you received a statement in August of 2014, where you noticed the balance was higher than you expected. Upon further investigation, you noticed the balance was a result of Holsted Jewelry charges totaling $906.00, which were supposed to be sent on a no charge basis. You decided you no longer wanted the products. You returned the jewelry and there was a credit balance of almost $400.00, in January of 2015. After a purchase for shoes was processed and returned, you noticed that the credit balance was no longer on the account. You did not recognize the purchase that was charged in June of 2015, since you did not believe you made any purchases. You are stating that you have spoken to supervisors who have agreed with everything you have stated, but then letters and calls start again. You would like us to review the account thoroughly. You are requesting that the credit of $906.00 be placed back on the account, and the shoes that were charged and late fees be refunded.

After a thorough review of your account, Bank records indicate that the situation referenced in your complaint was resolved and responded to on June 30, 2014, August 27, 2015 and January 13, 2016. Please be assured that we have enclosed copies of the resolution letters for your records.

Thank you for speaking with me on May 9, 2016. Please find a summary of our conversation below.

The $906.00 you are referencing was a result of provisional credits, fee adjustments, and Holsted Jewelry returns that were processed while your account was under dispute. Once the dispute was complete, we determined the Holsted Jewelry charges were invalid, and issued credit for those charges, which provided a credit balance of $14.46. This credit balance was refunded on February 10, 2015 and cashed or deposited on February 18, 2015. After this refund was issued, your account has a zero balance, which will show on your statement that was issued on April 16, 2015, as a previous balance.

According to Woman Within’s records, you placed an order on April 2, 2015 in the amount of $46.97 for canvas flat shoes, in stone, and athletic shoes,  in black. Woman Within records further indicate that the athletic shoes, in black, were returned, but the canvas flat shoes, in stone, have not been returned. The canvas black shoes totaled $24.99, which is where your balance was coming from, along with bank fees due to non-payment.

After our review of the account, we found no errors regarding the account balance. Please keep in mind, 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 and finance charge, as explained in the Credit Card Agreement. I have enclosed copies of the billing statements which show the account that comprised the account balance.

In the interest of customer service, Comenity Bank is no longer holding you responsible for the remaining balance of $204.78. Due to this account being reported as a charge off, Comenity Bank sent a request to the credit bureau to delete the account from your credit report. Please allow up to 45 days for this information to be updated in their records.

I understand you may still have concerns regarding the charges and returns that have been processed to the account. If so, please contact Woman Within directly at ###-###-####.

I hope the information I provided is helpful. Should you have any further questions or concerns about the account, please contact me ###-###-####, ext ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

Amanda R**

Consumer Response:

Gal call this morning saying they would zero out my balance. That is a good thing. Credit "Provisional" came through Feb. 2015 which left us a neg. balance for a few months they were giving calls, and email, trying to get us to use up the credit.

In April 2015, we tried to buy 2 pairs of shoes, same type, they send out wrong size, and they were returned in box with their labels return postage guaranteed, just had to drop off.

Neg. balance went away, I would not of spend anything if I was led to believe this could happen.

They were charging for a pair of shoes that they never got, and late charges, fess etc. Appreciate your help.

Sincerely, **** ******

5/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account with Comenity bank is through their My Smile Care program. I had made two transactions on this account, the first was for a promotional period of one full year with no interest if paid in full in the amount of $1580. The other was under the promotion of six months of no interest if paid at that time for $480. This was about six months ago and I do apologize for not having the specific dates and amounts but it appears that since I began my complaints directly with the company, I no longer have access to any statements (coincidence?!?). However, my complaint is that I have been making ample payments to have covered the amount which was under the six month promotional period. In fact up to this point I have made a total amount of payments to equal $546. So when I recently checked on my account just to make sure that the promotional period purchase that was done first was finished, and to my surprise each and every one of my payments was being divided as to not pay off the earlier promotional purchase first. I initially brought my disdain for their practices on 04/19 and was told that was not how they operated. A new statement is now available and there is finance charges that have been added to my account. This is a very dishonest practice and simply unethical way to do business, which is to collect as much money from individuals as possible.

Desired Settlement: Since I have paid enough to cover the amount that was promotionally due first, I do not expect to have to pay any interest charges. In addition I would like my account statement access returned. I would like the finance charges removed from my account since the only purchase left is the one that is still under promotional rate of no interest.

Business Response: Dear ******* *******: 

We have received the complaint regarding the above-noted account. Comenity Capital Bank 
issues My Smile Care credit accounts, and we respond to all account-related concerns. Your 
complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I 
appreciate the opportunity to assist you. 

In your complaint, you state that you made two transactions on your account and one was 
placed on a 12 month deferred interest plan and the other was placed on a 6 month deferred 
interest plan and you have been making ample payments to pay the first promotional plan off. 
However, your account was assessed the finance charge. You are requesting that the accrued 
finance charge assessed to your account be waived. I understand your concerns and apologize 
for any inconvenience or frustration this matter may have caused you. 

Our records indicate that on September 30, 2015, a purchase of $1,580.00 posted to your 
account and was placed on a 12-month deferred interest, payment required plan that is set to 
expire on September 30, 2016. In addition, on October 13, 2015, a purchase of $480.00 posted 
to your account and this purchase was placed on a 6-month deferred interest payment required 
plant that was set to expire on April 14, 2016. For purchases on these plans, the customer is 
required to make payments on the promotional plan balance based on the standard repayment 
terms for their account. Interest is accrued (calculated, but not added to the balance) and if the 
balance is not paid in full by the plan end date, the accrued finance charges, which were 
calculated from the date of the original purchase, will be added to the deferred balance, and this 
balance will be moved to the customer’s revolving balance. Please be advised that the 
information regarding your promotional plans appeared on your monthly billing statements, 
under the heading, “details of your plans”. I have enclosed your billing statements for your 
review. 

Please be advised that when an account has more than one promotional plan, any payments 
that are made on the account will be applied to each promotional plan, as each plan requires a 
payment. Furthermore, any payments made the last two months before a promotional plan 
expires, majority of those payments made on the account will be applied towards the 
promotional plan that is set to expire first. 

Please be advised that a statement was issued to you on March 24, 2016, showing a balance of 
$1,591.00 with a minimum payment of $57.00 due by April 19, 2016. Under the “details of your 
plans” section of your statement, it stated that the promotional balance of $271.00 needed to be 
paid by April 14, 2016, to avoid the accrued finance charge. The Bank received your payment 
of $78.00 on April 9, 2016; however, only $31.00 was applied towards the 6-month deferred 
interest promotional plan and the remaining $47.00 was applied towards the 12-month deferred 
interest plan as that was the minimum required payment for that plan. As a result of the 
promotional balance not being paid in full by the plan expiration date, the accrued interest of 
$48.76 was assessed to your account on April 14, 2016, and the remaining promotional balance 
of $240.00 was moved to revolving, which is subject to normal monthly finance charges. 

Comenity Capital Bank has not found any errors with the account, and we are unwilling to 
remove any fees that were assessed to the account, as they are valid. 

We hope that this information is helpful. Should you have any additional questions or concerns, 
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY #########). I would be happy to assist you. 

Sincerely, 
Jenny W**** 

5/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 7, 2015, I went into my local Zales store on **** **** ***** **** * ***** ********* ** ***** to purchase a ring for my wife. I was approached by the sale rep to apply for a credit card. I decided to apply for the card and was approved for 1,000.00 credit limit at 0% interest for 6 months. If balance paid in full before six months no interest. I was making my minimum payment as necessary . I went back to same store on January 27, 2016 with a friend of mine and he applied for credit as well , but he was given 3 options 6 month, 12 months , and 18 no interest promotional plan. I decided to reach out the *** customer service to figure out if I could get the same option since, it wasn't offer to me at store level. On Feb 4 ,2016 I called and spoke with Christina she open a dispute for me and told me that I did not need to make payments on the account until dispute was completed. She also, told me after reviewing my account that I would have qualified for a 12 month no interest promotional plan. Christina decided to open a dispute for me stating it would take 60 days to complete and that no payment was necessary on the account. She gave me a reference number of 8549. after finishing up with Christina, I called back and spoke with another rep he advised me that I did need to make a payment, I requested to speak with a supervisor because Christina the original rep told I didn't need to make a payment . I spoke with Paulee supposedly a supervisor she advised me the same thing no payment needed while account under dispute. After waiting 2 weeks I check account online to see if any activity for my dispute has transpired, I notice i was being charge a late fee. I called into *** customer service again and explain to rep that I was told my account is being disputed why is there a late fee the rep stated to me that I needed to make payment, I then explain to rep I was told by Christina and Paulee no payment was necessary while in dispute. After waiting my 2 months I still have not received any information regarding my dispute status , I was getting charged late fee and *** reported me 30 days late to my credit file. I called after I was received notice that my credit file was negatively impacted and spoke with Vanessa a supervisor she advised me she would research and contact me back with 48 hr. She also said she would send me a letter stating I was in good standing and report it to the credit bureaus. I did not received a call or letter. On April 21,2016 I received a letter from the Customer Care Team, telling me my dispute is completed and that they cant find my records and that I would still be on the 6 month no interest plan. This letter is unacceptable, I believe that problem is at the store level and with the very first rep I spoke with. I spoke with Jenna id 680760 on 04/25/2016 she stated that she could open another dispute and add more detailed information. What I do not understand is why wasn't that done on Feb 4 2016 with Christina on the initial call. Since Feb 4 till not 04/25/2016 I have not received accurate information from every person I've contacted. Everyone I've spoken to has given me false or inaccurate information.

Desired Settlement: I would like the original call pull when I spoke with Christina on Feb 4 2016 listen to and I would like to be placed on the 12 month no interest plan. Since that option was not offer to me at point of sale.

Business Response:

           

Dear Mr. *********:

We received a complaint from you, addressed to the Better Business Bureau, regarding the above-mentioned account.  Comenity Capital Bank issues the GEM™ ACCOUNT, 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 applied for the credit card and used it to make a purchase for $1,000.00 in August 2015.  The purchase was placed on a 6 month 0% interest plan, and when you went back into the store with a friend in January 2016, they were given additional promotional plan options that were not offered to you.  After that you state: you contacted the Bank, a dispute was opened, and you were advised that no payments needed to be made while your account was in dispute and you were advised that your purchase did qualify for 12 month 0%.  Additionally, after noticing you were charged a late fee, you called the Bank again and was advised that you needed to make a payment. 

After two months you had not received any information regarding the status of your dispute.  The account was being assessed late fees and reported as 30 days late.  You contacted the Bank again and spoke with a supervisor that advised you that she would research your concerns and send you a letter stating that your account was in good standing and report it to the credit bureaus.  You state that you did not receive a letter or a call back. 

On April 21, 2016, you state that you received a letter advising your dispute was completed and that your purchase would still be on the 6 month 0% interest plan.  You contacted the Bank again and were advised that an additional dispute could be initiated with additional details.  You feel that it all should have been taken care of with your initial contact to the Bank.  You are requesting that your purchase be placed on a 12 month 0% interest plan. 

We would like to apologize for any inconvenience this issue may have caused you.

We understand that you were not given other deferred options at the time of purchase and you were made to believe that your purchase could be transferred to the 12 month deferred interest plan during your conversation with the Bank.  However, your dispute was investigated and as previously advised in our response dated April 11, 2016, we are unable to extend your deferred promotional plan, as your plan expired on February 7, 2016. 

In addition, in order for your account to be protected under the Fair Credit Billing Act, your dispute needed to be submitted in writing within 60 days after the error appeared on your billing statement; as advised in the Credit Card Agreement (CCA).  We have enclosed a copy of the CCA for your records.

Our records indicate that the late fees for $25.00 and $35.00 were credited on April 25, 2016.  In addition, a letter was sent to you on April 12, 2016, and April 25, 2016, advising of the updates completed regarding your payment history to the credit-reporting agencies.

We hope that you find this information helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****

5/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used this creditor to pay for my daughter's Brain Balance program. The deal offered was 24 months free financing. I opted for the e-bill from the creditor to make payments. I have been paying $250.00 monthly, which is over the minimum payment due and thought the credit line would be paid within the 24 month period. The monthly e-bills received only show the first page unless they are downloaded and printed out, negating the idea of paperless billing. Only the first page with the payments address slip is easily visible. I believed to be making my final payment of $62.00 this month, but received a new bill that stated my balance was $1,601.00 a few days ago. I thought fraud had been committed on my account until I was informed that 2 years worth on interest had been charged because the account was not paid in full. It was a simple clerical error and the most the supervisor could do was give a 50% discount and I would owe $783.57 before the end of the month or I would owe the entire balance of $1,601.00. I was never late on a payment, and had a minimal balance left that could have been paid the month prior had the date been stated clearly on the visible page with all the other account information and avoided this entire situation. The supervisor said that is all she could do for me and that I should be happy with that because they didn't have to give any discount at all.

Desired Settlement: Rather than having to pay 2 years of interest, I believe the fair amount would be interest only on the remaining balance.

Business Response:

Dear ****** ** *******

We have received the complaint regarding the above-noted account. Comenity Capital Bank
issues Your Tuition Solution credit accounts, and we respond to all account-related concerns.
Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I
appreciate the opportunity to assist you.

In your complaint, you state that you financed your daughter’s Brain Balance program on your
account and the purchase was placed on a 24 month interest free financing promotional plan.
You further state that you opted to receive electronic statements and were only able to view the
first page of the statement; however, you were making payments of $250.00 a month, which
was more than the required minimum payment due. You further state that when you went to
make your final payment this month, you saw that your account was charged $1,601.00 for the
accrued finance charge. You are requesting that the accrued finance charge assessed to your
account be waived. I understand your concerns and apologize for any inconvenience or
frustration this matter may have caused you.

Our records indicate that on March 19, 2014, a purchase of $6,100.00 posted to your account
and was placed on a 24-month deferred interest, payment required plan that was set to expire
on March 20, 2016. For purchases on these plans, the customer is required to make payments
on the promotional plan balance based on the standard repayment terms for their account.
Interest is accrued (calculated, but not added to the balance) and if the balance is not paid in full
by the plan end date, the accrued finance charges, which were calculated from the date of the
original purchase, will be added to the deferred balance, and this balance will be moved to the
customer’s revolving balance. Please be advised that the information regarding your
promotional plans appeared on your monthly billing statements, under the heading, “details of
your plans”. I have enclosed your billing statements for your review.

Please be advised that a statement was issued to you on February 22, 2016, showing a balance
of $375.00 with a minimum payment of $27.00 due by March 19, 2016. Under the “details of
your plans” section of your statement, it stated that the promotional balance of $375.00 needed
to be paid by March 20, 2016, to avoid the accrued finance charge. As a result of the
promotional balance not being paid in full by the plan expiration date, the accrued interest of
$1,506.61 was assessed to your account on March 20, 2016, and the remaining promotional
balance of $125.00 was moved to revolving, which is subject to normal monthly finance
charges.

Although Comenity Capital Bank did not find any errors with the account, in the interest of
customer service, a total credit of $754.00 was issued to your account on April 25, 2016.
Please be advised we are unwilling to remove any additional fees, as they are valid.
Your payment of $783.57 was received on May 5, 2016, and the account has a zero balance.
We hope that this information is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).

I would be happy to assist you.

Sincerely,
Jenny W****

Consumer Response:  The letter restates the facts listed in my complaint and offers no further resolution.  I will make sure everyone I know is aware of the shady dealings of this company and I will no longer conduct business with any branch of Comenity again.  
****** ******

5/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Overpayment. Refuse to accept payments sent to close account & credit card. Have sent proof of payment. M.O. sent for $48.22 twice. Orig. money order sent lost in mail room of Comenity Capital Bank office(s). Fee of $31.00 charged/paid by me to cover 2nd money order. Recfeived letter from Comenity C Bank charging me for $205.64; orig. closing account amount was $48.22.

Desired Settlement: Comenity Capital Bank owe me $6.00 for overpayment paid to purchase 2nd money order. 4 letters sent to bank in question answered by * ***** * ****** ******* ***************

Business Response: Dear Mr. ********* 

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card 
account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related 
questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. 

We understand from the complaint that you sent in two money orders for $48.22. The first money order 
that was sent was lost in the mail; therefore, you had to order a second money order of $48.22 and were 
charged $31.00 in processing fees. You further state that your balance at the time was $48.22; however, 
according to the last correspondence you received, your balance is $205.64. You believe the Bank owes 
you $6.00 for the cost to purchase the second money order. 

We understand your concerns, and sincerely apologize for any inconvenience this matter may have caused 
you. 

After a thorough investigation our records indicate a payment of $48.22 was received on November 5, 2015. 
On November 9, 2015, in the interest of customer service, $31.00 was credited to your account for the 
processing fee of the second money order. 

Although there were no Bank errors, in the interest of customer service, we have issued credits totaling 
$253.03 for the previously assessed Bank fees. These credits resulted in a credit balance on your HSN 
account. A refund check in the amount of $5.60 has been requested and should be received within the 
next 14 days via separate mailing. 

Additionally, Comenity Capital Bank sent notification to the national credit-reporting agencies with 
instructions to delete the negative payment information that was reported from January-April 2016 regarding 
the HSN account. Please allow the national credit-reporting agencies up to 45-days to update their records. 

Please be assured the account was closed per your request on October 14, 2015. Although you have 
closed your account, we hope you will continue to shop with HSN. 

We hope you find this information to be helpful. If you have any further questions, please contact me 
directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you. 

Sincerely, 
Ashley R***

5/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called in on Dec 9, 2015 to pay my account off over the phone. Comenity Bank took it upon themselves in January, February, and March to draft $75.00 per month using the same payment ID as the payment I DID authorize. I have spoken with them, I was told it could take up to 45 days to investigate. I received a letter on 4/19/16 dated 4/04/16 stating I have 10 days to call and they need more information from me. How can they hold outgoing mail that long? Today is the 20th. I've called them this morning and Rosa informed me that she would have someone return my call.

Desired Settlement: I want my $225.00 back that was taken without my authorization from my bank account. I want someone from Comenity who has the power to help me with this instead of putting me off on someone who will not call back.

Business Response:

 

Dear Ms. *****

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues Pier 1 imports® 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 called in on December 9, 2015, to pay off your account over the phone, and that three additional payments were also set up on your account for $75.00 that you did not authorize.  You state that you spoke the bank and were advised that it could take up to 45 days to investigate, and you received a letter stating to contact the bank.  When you contacted the bank you were advised that you would receive a call back and you did not receive a return call.  You are requesting to be refunded $225.00.  We apologize for any inconvenience this matter may have caused you.

Please be advised that we have completed a thorough investigation regarding the payments that were set up on your account.  We have located the telephone conversation that took place on December 9, 2015, with our Payment Solutions team.  During that conversation a payment of $456.37 was scheduled for December 12, 2015.  In addition, you were asked if you would be able to take care of the remaining balance with a payment of $114.00 a month.  You advised our associate that you were not able to pay $114.00 a month; however, you could manage to make payments in the amount of $75.00, and that you would contact the bank if you were not able to continue making the payments.  Our associate set up six monthly payments for $75.00 each; starting at the end of January 2016.  Additionally they read the payment by phone disclosure to you, and provided the toll free number to contact the bank for any questions or concerns.

Our records indicate that you were contacted on April 20, 2016, regarding your payment by phone dispute, and an electronic refund request for $225.00 was submitted.  Please be advised, that with the refund of $225.00 being sent back to you, the balance on your account has increased and as of the date of this letter, is $684.56.

We hope this information is helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****

5/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since 1980, i have held many varios credit cards, from major stores, American Express, Visa's, Discover, Mastercards, etc, and NEVER have I paid late. I apy all my bills 10 days before they are due. This HSN card issued by ths bank has twice now, charged a bogus late fee, to get more money from me. They refused to return the late $25.00 fee, when I called (march bill) Not only is it running my credit rating , it is illegal! I do not pay any of my bills late, (credit, phone, pge, etc) never have, and expect an immediate FULL refund of the fee charged in March. I have since closed this account as a result of ths poor customer service.

Desired Settlement: Refund and removal f the $25.00 "late" fee charged in March.

Business Response:

Dear Ms. *******

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from the complaint that you make your payments on time. When you received your March 2016 statement you noticed you were charged a late fee and when you asked to have it removed they did not credit the fee back. You state because of the poor customer service you have chosen to close your account.

After a thorough review of the above-referenced account, records indicate a late fee of $25.00 was assessed to the account on February 17, 2016, after non receipt of payment. Records further indicate that a payment of $115.00 was received February 18, 2016.

Although there were no Bank errors, in the interest of customer service, we issued a $25.00 credit for the previously assessed late fee. This credit created a $5.02 credit balance on the account A refund check in the amount of $5.02 has been issued and should be received within the next 14 days via separate mailing.

The Bank has reviewed the issues in your complaint, as well as the applicable phone conversation. We apologize if you felt that you did not receive the best customer service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Capital Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.

We value you as a customer, and hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Ashley R***

Consumer Response:

I paid  the $25.00 late fee, included in my payment of $70.36 , check #****.

The credit refund mailed to me should be $25.00, not $5.02.

 Check my credit rating, since the 1980's, all my many various charge accounts and credit cards, from stores, to ******** **********  None are ever paid late. 

Your "bank" is the only one that consistently charges "late" fees for on time payments. Interesting. 

Regards, *** ******

Consumer Response:


Once again, you are short changing and trying to steal money from me. I had a credit of $5.02, because I consistently overpay the total due each bill. On time! 

1. I paid $115.00 for a total amount due 2-11-16 of $112.09
2. I paid $285.00 for a total amount due 12-26-16 of $284.83
3. I paid $70.36 3-4-16 for a total balance of $48.27 and a bogus  late fee of $25.00, which should be refunded in FULL.
4. I paid $20.00 3-30-16 for a total due of $19.98 

Please refund the $25.00 "late fee" in full, AND the credit of consistent overpayments immediately.
The refund check should be $25.00 PLUS the overpayments I pay consistently. 
Thank you! 

Regards, *** *** ******

Business Response:

Dear Ms. *******

We received your additional complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from the complaint that you believe you should be receiving a check for $25.00 plus the overpayments that you consistently pay. We understand your concerns and apologize for any frustration this matter may have caused.

I attempted to contact you by telephone on April 22, 2016, and April 25, 2016; unfortunately my attempts were unsuccessful.

We have reviewed your HSN credit card account, and have enclosed a table which outlines your statement activity from December 2015 through April 2016, including: purchases, payments, and bank fees assessed.

Please be assured all payments received were applied in full to your account. Additionally, please be assured the late fee was credited in full for $25.00 on April 1, 2016; and a refund check of $25.02 was issued on April 18, 2016.

We value you as a customer, and hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Ashley R***

5/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/01/16 Comenity Capital Bank made an inquiry into my credit information, then started an account at PayPal that I knew nothing about. I have never used PayPal nor did I ever apply for a credit card. I never heard of Comenity Capital Bank. I found this out from a letter sent to me on 3/03/16 from Comenity Bank, lender for PayPal Credit, Customer Security Operations. They wrote that they detected that there was "suspicious activity on an account that was opened using your name and personal information." and that to protect me ..."from fraudulent activity this account was "...temporarily restricted to prevent future transactions." and I was to call at..."###-###-#### to verify the recent activity on (YOUR) account." When I called the number and said we never opened that account, they said they would send out a fraud form for me to fill out. I told them I'd checked at the BBB and Comenity Capital Bank was not a member. I was told that COMENITY Bank WAS a member with an A rating and that Comenity CAPITAL Bank is a subsidiary of that bank. I was also told that there had been no activity on this account as of yet. When I went into my credit report, I found that Comenity Capital Bank/PayPal Credit (CCB/PPC) had done an inquiry, but that there was no account established that showed up on my credit report YET. I think it is absolutely fraudulent to go into someone's credit report, then start up an account for them WITHOUT their knowledge, then send out letters through the US Mail (2 DAYS AFTER GOING INTO OUR CREDIT RECORD) telling them that ..."YOUR account..." (which they established for me within 1-2 days of checking my credit) has suspicious activity on it and they want to "protect" me. It seems not only unethical, but like a potentially illegal practice and I do NOT want that account in my name or on my credit record.

Desired Settlement: I do not want that fraudulent account added to my credit report as I never opened it. If it has been added to my credit report I want it removed with no adverse effects on my credit rating.

Business Response:


Dear Mr. *******:

We received the complaint you sent to the Better Business Bureau regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal Credit product is issued by Comenity Capital Bank and serviced by Bill Me Later, Inc. PayPal Credit is a payment option made available by many merchants to their customers.

Your complaint states a PayPal Credit account was opened fraudulently in your name. You are requesting the account be closed and the credit inquiry be removed your credit report.

PayPal Credit's records reflect a PayPal Credit account was opened in your name on March 1, 2016. On March 2, 2016, PayPal Credit placed a security hold on the account due to suspicious activity and sent you a letter dated March 3, 2016, requesting you contact us regarding the account.

On March 14, 2016, you called PayPal Credit and reported the account as fraudulent. PayPal Credit confirmed fraudulent activity and the account was closed. An Affidavit of Fraud was sent to you on March 18, 2016; please complete and return this Affidavit at your earliest convenience.

On March 21, 2016, PayPal Credit sent a request to Equifax to have the credit inquiry removed from your credit report. Please be advised, this removal process can take up to 30 days for Equifax to complete. PayPal Credit also noted your personal information in our system to prevent an account from being opened in your name in the future.

If you feel you are a victim of identity theft, there are some additional steps that we suggest you immediately consider taking.

1. You can go to the Federal Trade Commission website on identity theft at www.identitytheft.gov. It contains additional information and refers you to resources that could be helpful in dealing with your situation.

2. Identity theft is a crime. You can file a report with your local police or the police in the community where the crime took place. Many police departments have a special Identity Theft Report, which is a police report with more than the usual amount of detail. If the detailed Identity Theft Report is available, we recommend that you obtain a copy in order to protect your rights.

3. You have the right to place a fraud alert on your credit reports. A fraud alert tells creditors to contact you before they open any new accounts or change your existing accounts. To do this, you can contact any one of the consumer reporting companies mentioned below. If you contact any one of them, the one you contact is required to contact the other two to place an alert on their files as well.

Experian 
P.O. Box 2002  
Allen, TX 75013  
(888) 397-3742 
www.experian.com

 

Equifax Options

P.O. Box 740256

Atlanta, GA 30374

(800) 525-6285

www.equifax.com

(TRW) TransUnion Corp.

P.O. Box 6790

Fullerton, CA 92834

 (800) 680-7289

www.transunion.com


Should you require additional information relating to the fraudulent account opened in your name, please submit a written request to the following address, along with a copy of your current government issued photo identification:


PayPal Credit
Attn: Customer Security Operations
P.O. Box 5018
Timonium, MD 21094


We hope this letter explains and resolves this matter.

Sincerely,
Christina W********

Consumer Response: I have not received the Affidavit of Fraud which was sent to me on March 18th according to a letter sent on March 22, 2016 from Christina W********* PayPal Credit Customer Security Operations.  Since I have not received it,, I am unable to complete the Affidavit.  Until I receive it, I do not feel the matter should be brought to a close as I don't feel it is totally resolved yet.

Regards, ******* *******

Business Response: I wanted to send you a quick email regarding the BBB rejection for ******* ******* ** ********* 

PayPal Credit sent Mr. ******* the requested Affidavit of Fraud on April 5, 2016. 

Please let me know if you have any questions or need additional information from me to close the rejection.

Have a great afternoon! 

Jessica A********
********* ********** *******


Consumer Response: I went online today to respond that my complaint has now been resolved only to find that the complaint had been closed. The reason I did not respond “satisfied” to the resolution of this complaint previously is that I was waiting for them to send me the information that had been used to open this account in my name. I have now received that information and “feel the complaint was handled satisfactorily by Comenity Capital Bank. I am going to take this information to my local police station where it will be added to the file I opened previously. I do wonder whether anyone is following up on trying somehow to catch the person who did open this account by checking the incorrect telephone number and email address they used when they applied for this account.

As far as I am concerned this complaint can be marked “Customer Satisfied” at this point.

Thank you,
******* *******
******************

5/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase in April of 2015 at Gardner White. I used the Gardner White comenity credit card. I set up with my bank account to have the payment made the 10th of every month. I log into the comenity account, go to payments/past payments and can see that every payment has been made on the 10th or before each month. Then I go to the Activity link and it shows they did not actually process the payment till the 11th which is one day late. I do not receive paper payments and was never notified that any of my payments were late. I was surprised today to log into the account to see 7 late fees x $37 = $259 in late fees. My bank processed the payments correctly but because comenity processed the payments late I'm charged 7 late fees? I've never missed a payment and they have all been on time. I contacted Comenty and spoke with 3 different people including Mary, all they would do is refund half of the last late fee which would be only $18.50

Desired Settlement: Refund of the 7 late fees which would be $259

Business Response:

Dear ***** ********:


Thank you for contacting Comenity Capital Bank addressed to the Better Business Bureau, regarding the
above-referenced account. As the bank that issues Gardner-White credit card accounts, we are here to
assist with account-related questions. I appreciate the opportunity to respond to your concerns.


We understand from your complaint that you made a purchase in April of 2015 at Gardner-White and
charged the purchase on your account. You further state that you scheduled automatic payments
through your bank for the 10th or before each month; however, when you logged into your account
through our Account Center website, you realized that you were being charged a late fee each month
because your payment was late. Furthermore, you state you do not receive paper statements and were
never notified that your payments were late. You are requesting that half of the late fees be waived. We
apologize for any confusion or frustration this may have caused.


Our records indicate that the Gardner-White account was opened on April 12, 2015, in the name of *****
********* The last purchase of $1,165.98 was made on April 16, 2015, and the last payment of $37.00
was received on March 11, 2016. Our records further indicate that on April 29, 2015, you registered your
account through our Account Center Website and enrolled to receive electronic statements. Therefore,
notification was sent to *******************, advising that your billing statements were ready to be
viewed. I have enclosed your billing statements for your records.


Please be advised that your payments are due on the 10th each month. The bank understands that you
schedule your payments through your bank on the 10th of each month, when scheduling payments
through your bank, we ask that you schedule the payments seven days in advance to allow time for
processing.


Comenity Capital Bank has not found any errors with the account, and we are unwilling to remove any
fees that were assessed to the account, as they are valid.


As of the date of this letter, the balance on your account is $984.51.


I hope that the information I provided is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ######
I would be happy to assist you.

Sincerely,
Jenny W****

Consumer Response: On the Comenity website, when you go to past payments it shows all my payments being made on the 10th or before. I should have not late fees. I've attached a screenshot from my Comenity website account for proof


Regards, ***** ********

Business Response:

Dear ***** *********

We received an additional complaint, addressed to the Better Business Bureau, regarding the above-referenced
account. As the Bank that issues Gardner-White credit card accounts, we are here to assist
with account-related questions. I appreciate the opportunity to respond to your concerns.

We have reviewed the account, and our records indicate that the Bank previously responded to this
complaint on April 1, 2016. Please be advised that in that response, we advised that your payments
are due on the 10th of each month. The Bank understands that you schedule your payments through your
financial institution on the 10th of each month. When scheduling payments through your financial institution,
we ask that you schedule the payments seven days in advance to allow time for processing. Reviewing
the information you provided showing the history of your payments; we can confirm that the payments that
were submitted before the 10th, were posted to your account by the due date. Payments submitted on the
10th did not post to your account until after the due date.

Our records further indicate that some of the payments we have received are for less than the minimum
amount required. 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 may be assessed a late fee, as explained
in the Credit Card Agreement. To avoid further late fees, please refer to your statement, which shows the
required minimum payment. When scheduling recurring payments with your financial institution, you can
elect to pay the full balance, the minimum amount due, or a fixed payment.

Please be advised that Comenity Capital Bank offers the option to make payments online through our
Account Center website. Payments that are scheduled online before 8:00 p.m. Eastern Time will post the
same day.

Comenity Capital Bank has not found any errors with the account, and we are unwilling to remove any fees
that were assessed to the account, as they are valid.

As of the date of this letter, the balance on your account is $989.01

I hope that the information I provided is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).
I would be happy to assist you.

Sincerely,Jenny W****

Consumer Response:

First of all the screenshot from the Comenity website  I attached plainly shows all dates being before the 10th of each month. If this is an error on the website then the error needs to be corrected.

Second, I bumped back the dates for the payments to be made from the bank so I could be sure that Comenity would not charge me any late fee's. But now the problem is that they changed (increased)  the minimum payment without telling me so when my last 'On-Time' payment went through I was charged another late fee because the minimum amount I needed to pay went up without them telling me. The situation seems to be getting worse and I'm not really sure which way to turn?

Regards, ***** ********

5/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a statement in the mail 04/23/16 on an account that was pain in full on 01/20/16. it also stated that it was being sent to collections. I have never missed a payment in my life nor have I ever been late. On my December statement my balance was 584.61. I mailed a check on Dec. 28, 2015 in the amount of $184.61 which was due January 11th. On January 20, 2016, I made an online payment of $400.00 which was my remaining balance. When I made the on line payment, $400.00 was the only option to choose for may payment besides OTHER. I paid this account in full, though I thought! I did not get a statement in February. I did not get a statement in March. I never received an email sating I was delinquent on my account nor did I receive a phone call. My first knowledge of a remaining balance was 04/23/16. stated account delinquent for $49.05. What they did was wrong. I paid the balance due. I want something done. If I have to file a class action law suit I will. Why would I pay Large payments and ignore an $11.00 payment.And if I had a balance at all, why wasn't a statement sent to me in February and in March. I have worked to hard and value my credit and integrity for this company to bring harm to my credit, my name. I will not tolerate this.

Desired Settlement: I want a correction to all credit bureaus. I want my account with this bank closed. I want a letter from this bank stating I was not at fault for the derogatory marks on my credit and that I chose to close this account. I want reimbursed the $49.05 that I was fraudulently charged on this account.

Business Response:

Dear Ms. ********

We have received your complaint, addressed to the Better Business Bureau, 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 you received a statement on April 23, 2016, indicating that you had a balance on the above-referenced account of $49.06.  You also state that your December statement indicated a balance of $584.61.  On December 28, 2015, you made a payment of $184.61, and on January 20, 2016, you made another payment of $400.00.  You are requesting to have the fees removed, the account closed, and your credit file updated to reflect no delinquencies.  I am happy to share my findings with you.

After a thorough review of the account, our records indicate a statement was issued to you on December 16, 2015, with a balance of $584.61 and a minimum payment of $29.00 due on January 11, 2016.  A payment of $184.61 was received on January 1, 2016; thank you for this payment.

On January 16, 2016, a statement was issued to you with a balance of $411.35 and a minimum payment of $25.00 due on February 11, 2016.  The $411.35 balance is comprised of $400.00 that remained plus a finance charge of $11.35.  A payment of $400.00 was received on January 20, 2016; thank you for this payment. 

On February 14, 2016, a statement was issued to you with a balance of $13.35 and a minimum payment of $13.35 due on March 11, 2016.  In accordance with our Credit Card Agreement (CCA), a finance charge will be assessed to the account when the full balance is not paid by the due date.  Enclosed is a copy of the CCA and the statements mentioned above for your records.

Although we found no billing errors on the Bank’s part, as a courtesy, credits totaling $49.05 have been applied to the account which will create a credit balance of $49.05 on the account.  A refund check in this amount will be mailed to you under separate cover.  Please allow 7 to 10 business days for the check to arrive.  

Additionally, notification has been sent to the national credit-reporting agencies with instructions to delete the negative payment history from your credit report, regarding the LANE BRYANT account.  Please allow the credit-reporting agencies 45 days to update their records.                                                                                                  

Per your request, the account was closed on April 26, 2016.

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions about your account, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,                                                                                                       

Renee S****

Consumer Response:
This letter was sent to Comenity Bank and Lane Bryant.

5/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a laptop online from Lenovo on their after Thanksgiving sale and was thrilled they offered a 6 month same as cash deal. I thought great, I can pay for Christmas and my taxes and then pay off this laptop. I never got a bill, so I called Lenovo who gave me another number, but they wanted an account number. I was very confused. I wanted to be sure I was getting the correct information. I finally figured out how to get online and I noticed that I had a late payment, which I thought was strange. 6 months no fees was the agreement. Even the bottom line shows the totals you pay without interest if you pay by, in my case, late May. I paid the whole card off, but I have all of these fees. What the heck? So I e-mailed online to customer service who told me basically, nope you owe these fees of over $100 which is ridiculous. I paid for a laptop for my job (a teacher) through my district discount which was awesome, but now I have fees. This seems very dishonest and I think is fraudulent. There should not be any fees, hidden or otherwise. I don't want others to be tricked like me and I certainly would like my money back. I am also unsure if this impacted my credit, I can only believe it has messed up my credit. I would have bought it with my ******** Card instead or just paid cash right away. I am learning a lesson the hard way, if it looks too good to be true... I'd appreciate any assistance you can give me with this situation. Thank you.

Desired Settlement: I want the fees removed from my account of over $100 and my credit restored if needed.

Business Response:

Dear Ms. ********

We are in receipt of your complaint regarding the above-referenced account. Comenity Capital Bank issues Lenovo credit card accounts, and we respond to all account-related questions. Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

In your complaint you state that you purchased a laptop online from the Lenovo website, and were offered the six months same as cash program. You advised that you never received your monthly billing statement, and contacted Lenovo directly, and you were directed to contact another phone number for assistance.

You state that during this process, you reviewed your account online, and noticed you had received a late fee, which confused you due to your account being enrolled in the six month same as cash program.

You note that you paid the balance off in full; however you received bank fees as a result of this matter. Lastly you state, you reached out to online customer service, who advised that the fees in question were valid. You feel that this system seems to be dishonest practice due to the program being same as cash for six months, which includes no interest an no fees.

You are requesting Comenity Bank restore your credit and to remove the fees from your account as a result of this matter.

We apologize for any frustration this matter may have caused you. Our records indicate that the original purchase of $870.24 was November 27, 2015; however the purchase was charged to the account on December 10, 2015, and was placed on a 6-month deferred interest, payment required, promotional plan, scheduled to end on May 29, 2016. As agreed upon at the time of purchase, no interest would be assessed to the account, should the balance of the promotional plans be paid in full as of the scheduled ending dates. However, minimum monthly payments are required each month as outlined in your Credit Card Agreement CCA.

I have enclosed a copy of the account Credit Card Agreement (CCA). In addition, Bank records show monthly billing statements were sent to the address listed on your Lenovo credit card account on January 9, 2016, February 7, 2016, March 9, 2016 and April 8, 2016. Our records do not indicate that the monthly billing statements listed have been returned.

In the interest of customer service, a credit of $99.00 has been issued back to your Lenovo credit card account. This credit should reflect on your next monthly billing statement, which you are able to review online. Lastly, we have updated your payment history for the months of January 2016 – April 2016, to read current. Please allow up to 45 days for the credit-reporting agencies to update their records.

I hope this information has been helpful. Should you have any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Geanine M*****

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me. I appreciate the company making this right and also value the BBB's assistance with this matter. 

Regards, ***** *******

5/3/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Today4.13.16 -9:30 pm.PT.,I was calling H SN.company because I tryed make order over the internet on my H.S.N credit card****** and screen was showed me my H.S.N. credit card decline.I call back to H.S.N. Commenity bank and tallking with operator about 10:00 pm.PT. and asked operator why my H.SN. card was decline ?Operator tolld me,because you are not by available credit on your HSN.credit card.This is not tru massage and illigaly. How this can happening, if HSN comenity bank screen showed me over the internet my current balance:$1.666.15 and my credit limit:$1.700 and my available credit:$-32.00(that means:$00.00) This is illigaly and not tru. And comenity bank operator told me not tru, by twise, about my not available credit on my HSN card and about I make order on $ 60.00 on april Go and take look my statement on April.So I still by avalible credit on my HSN credit card#6798 on amount$33.84.And HSNccommenity bank still blocking and decline my HSN credit card******This is illigaly and over the law.

Desired Settlement: And this was happening few times before,by same problems. And HSN commenity bank charged my HSN credit card ,without my approve.I am allready by few complains on that before. And HSN comenity bank ,needs immediately refund my available credit $33.84 on my HSN credit card, if not I go apply on court ,because this is illegally and over the law.

Business Response:

Dear Ms. ***********

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from the complaint that you were making a purchase using your HSN credit card and the transaction declined. When you went online to the Account Center website your balance was $1,666.15 and your credit limit is $1,700.00; therefore you believe you should have had an available credit of $33.84. You further state that you called in to the Customer Service line and spoke with a representative who sated your available credit was -$32.00 because you made a $60.00 purchase, which you state is not true.

We understand your concerns, and sincerely apologize for any inconvenience this matter may have caused you.

We have reviewed the issues in your complaint 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.

After a thorough investigation our records indicate on April 18, 2016, you had a balance of $1,666.15 with an available credit of -$32.00. The negative credit balance was due to a pending transaction of $67.88 that was processed on April 01, 2016. Please understand when a transaction is pending it will take away from the available credit, once the transaction posts to the account at that time it will reflect on the total balance. Upon review the transaction for $67.88 that was processed on April 10, 2016. Please understand when a transaction is pending it will take away from the available credit; once the transaction posts to the account at that time it will reflect on the total balance. Upon review the transaction for $67.86 was not applied to the account and the available credit was restored.

As of today’s date, the balance on the above-referenced HSN credit card account is $1,692.39 with an available credit of $10.00.

We value you as a customer, and hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Ashley R***

5/3/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

Signed for loan, collected more than loan was made for. Loan was for $4900.00 they collected over $6200.00. They don't seem to care about the account. Made a number of calls, they say I didn't pay the bill.

The Company that made the Loan Was DENTALFIRST FINANCING.  They sent the money to ***** ****** direct. ***** ****** said the returned the money to Dental First. Dental First said they applied this to my account.

Desired Settlement: Return all money collected.

Business Response:

Dear **** ** *****

We received your complaint regarding the above-referenced account. Comenity Capital Bank
issues DentalFirst Financing credit accounts, and we are here to help with account-related
questions. Your complaint, addressed to the Better Business Bureau, was forwarded to my
attention, and I appreciate the opportunity to respond to your concerns.


Your complaint states that ***** ****** issued a refund to your DentalFirst Financing account;
however, you have not received that refund. You are requesting a refund be sent to you. I
understand your concerns and I apologize for any inconvenience or frustration this matter may
have caused you.


Because you are a valued customer, our goal is to provide you with the best possible customer
service experience. I have tried to contact you by telephone to provide assistance regarding
your account. Unfortunately, my attempts have been unsuccessful.


After reviewing your account, our records indicate that a refund check in the amount of $823.58
was issued to you on August 8, 2014; however, this check was not cashed. In addition, on
December 8, 2015, another refund check in the amount of $2,094.00 was issued to you. This
refund has not been cashed as well.


Please be advised that I have reissued a new refund check for $823.58. You should receive
this within 21 days. Furthermore, the refund check in the amount of $2,094.00 is still valid. If
you have not received this refund check and need to have a new one reissued to you, please
contact me at the phone number below.

We hope this information is helpful. Should you have any additional questions or concerns,
please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be
happy to assist you.

Sincerely,

Consumer Response: I never was in touch with Comenity Bank. Tried calling 4 days in a row, left a message and got no response from the Company

Regards,**** ****

Consumer Response:

I think I have collected all the information you asked for. I

was advised to use ***** ****** for my dental work. I made
the appointment and had my assessment. I was supposed to get the
payment plan for 12 months no interest. Being as an unapproved
person (Doctor *****) wrote up my contract, somehow it was
changed. I made many visits to the firm, for adjustments. I called
the Corporate office and was told to make an appointment. I made
the appointment plenty early. I was called to the office, and was
told the Doctor refused to work on my dentures. I left the office .
very sad, they kept my teeth. They returned a check to either
***** ****** or COMENITY BANK, I do not know which.
The check for $2208.00 That ***** Returned was for a procedure
they did not perform. That should have lowered my loan, they used
that money as payment. I paid $4000.00 out of my pocket, and
they used the $2208.00 as payment. That means I paid $6208.00 on
a $4963.00 loan. I think somebody owes me some money. They
should also pay me interest for my money, that they illegally kept.
Between the three companies (***** ******, DENTAL
FIRST, and COMENITY BANK) they have extra money. I called
Dental First three times for a dispute, but it never happened.















Business Response:

Dear **** ** ****:

We received an additional complaint regarding the above-referenced account. Comenity Capital Bank issues
DentalFirst Financing credit accounts, and we are here to help with account-related questions. Your complaint,
addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to
respond to your concerns.

In the complaint, the Better Business Bureau is asking for more information regarding the amount you were
originally charged and a chronology of the original amount financed, beginning balance and origination date,
promotional credit applied, balance due after promotional credit, how payments were applied, interest and/or late
charges, details regarding refunds issued, customer’s current balance, and actual payments received. We have
reviewed the account and here are our findings.

The Bank’s records indicate that on October 15, 2013, a charge of $4,963.00 posted to your account. This
purchase was placed on a 60 month low Annual Percentage Rate (APR) (14.99%) equal payment required
promotional plan that was set to expire on October 19, 2018. Purchases on this plan will have a lower APR than
the regular revolving APR and will have minimum payments of the same amount each month. We are providing
copies of your billing statements and the signed sales agreement for your reference. In addition, please review
the enclosed account activity log which is to assist you with a quick review of the information provided on each
of the enclosed billing statements. If there are discrepancies, please contact me directly at the telephone number
listed below.

Our records further indicate that the statement issued on July 6, 2014, reflects a return credit of $2,208.00 and a
payment of $500.00. After these credits posted to your account it left a credit balance of $823.58. A refund
check in the amount of $823.58 was issued to you on August 7, 2014; however, this check was not cashed, and
is no longer valid.

Furthermore, on October 9, 2015, a return credit of $2,094.00 posted to your account. This left a credit balance
on your account. A refund check in the amount of $2,094.00 was issued to you on December 7, 2015 . This
refund check has not been cashed as well.

Please be advised that I have reissued a refund check for $823.58. You should receive this within 7-14 business
days. Additionally, the refund check in the amount of $2,094.00 is still valid. If you have not received this refund
check and need to have a new one issued to you, please contact me at the phone number below.

We hope this information is helpful. Should you have any additional questions or concerns, please contact me
at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,
Jenny W****

5/3/2016 Problems with Product/Service
5/3/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Comenity Capital Bank is the bank that issues the credit card for Home Shopping Network (HSN). For 14 months I have been trying to get this billing issue corrected. On Jan 4, 2015 I ordered a laptop from Home Shopping Network (HSN) cost $762.07 (Order ID-**********). I returned it and a credit was issued on Jan 21, 2015. That should have ended that transaction. In February however, Comenity Capital Bank created account ********* (for the same transaction (Jan 5, 2015) that was already completed on January 21, 2015) and funneled payments from February through October 2015 totaling $762.07 into this account (*********). So I have paid for a laptop that has been in HSN's possession since January 21, 2015 when they issued the refund. In 14 months of correspondence, all representatives/agents, etc. have not been able to explain why the VIP-PROMOTIONAL account ********* was attached to my revolving account from February - October, 2015 when the payments were completed. I have purchased ZERO (0) PROMOTIONAL-VIP items in 2015. It is all there on Comenity's website and my statements each month.

Desired Settlement: Comenity Capital Bank to admit and correct their error, and remove the additional fees they keep penalizing my revolving account with each month, because of Comenity Capital Bank's error...... Apologize for 14 months of unnecessary aggravation.

Business Response:

Dear Ms. **********

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from the complaint that on January 4, 2015, you purchased a laptop from HSN. You state you returned the laptop and a credit was issued on January 21, 2015. Although the laptop was returned and a credit was issued, you continue to see the charge reflected on your statement, along with accrued interest. Because of this, you believe the payments you have been remitting have been applied to the returned laptop. We understand your concerns, and sincerely apologize for any inconvenience this matter may have caused you.


After a thorough investigation, our records indicate that your purchase of $762.07 was charged to your account on January 5, 2015, and was placed on plan *********, a 12-month deferred interest payment required plan, due to expire on January 6, 2016. As agreed upon at the time of purchase, no interest would be assessed to the account, should the balance of your promotional plan be paid in full as of the scheduled ending date.


On January 21, 2015, you were credited in the amount of $762.07 for the return of the laptop. When the merchandise was returned, HSN credited your account for the merchandise and applied it to the revolving credit line, in error. Therefore, your revolving balance was credited in the amount of $762.07, reducing your monthly statement balance for the return. However, your statement continued to show the original purchase on the promotional plan, payments applied, the remaining balance, and accrued interest. Please be assured the return for this merchandise was credited to your account in full and you were not charged additional fees as a result of his matter. Finance charges are calculated on your revolving balance, and the accrued interest shown on your statement for plan ********* was never charged to your account, as the promotional balance for plan ********* was zero at the plan’s expiration date.

Please be advised that we have reviewed the account and we can assure you that although the billing statements show that part of your payments were applied to your revolving balance, and part of the payments were applied to the promotional plan ********* balance, the full amount of your payment was applied to the revolving account. We have enclosed billing statements for your review.

Bank records indicate that as of November 2015, late fees have started to be assessed to the account due to non-receipt of payment. The last payment received was for $216.16 on October 9, 2015. We apologize for the confusion that has occurred as a result of this situation. Although the Bank finds these late fees to be valid, in the interest of customer service, we have removed the late fees that have been assessed to your account due to this matter. Additionally, as a courtesy we have updated your payment history to remove the delinquencies that were reported for February and March 2016. Please allow the credit-reporting agencies 45 days to update their records.

As of the date of this letter your balance is $1,142.82. Our records indicate that the annual percentage rate for revolving balances on your HSN credit card is 26.99%. If there is a revolving balance on your account at the end of each billing cycle, finance charges will be assessed monthly, pursuant to the terms of the Credit Card Agreement (CCA).

We value you as a customer, and hope you find this information to be helpful. If you have any further questions, please feel free to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to review the account activity with you.

Sincerely,

Ashley R***

Consumer Response: Comenity Capital Bank have not answered the following questions: Since Deferred Payment Plans are reserved for items $299.00 and up, (1) Why was a 12 Month Deferred Payment Plan (*********) attached to my account from Feb 2015 thru October 2015? (2) What deferred item did I purchase in Feb 2015 and beyond? (3) Why were the following payments made to this 12 Month Deferred Payment (*********) Plan from my revolving account?  I recently mailed copies of the questionable statements to the BBB by certified mail, perhaps delivered 4/02/2016.  The payments transferred to this 12 month deferred payment plan read as follows: -  "FEB 2015" =  $351.22  (from my revolving account, which has created this entire problem)   "MAR 2015" = $88.38   "APR 2015" = $16.00   "MAY 2015" = $15.00  "JUNE 2015" = $15.00  "JULY  2015" = $14.00   "AUG 2015" = $13.00    "SEPT 2015" = $12.00    "OCT 2015" = $237.47.  These are questions I have asked several times, and after (14) fourteen months of correspondence with Comenity Capital Bank I have not received the answers.   

Regards, ***** *********

Business Response:


Dear Ms. *********:

We received your additional complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from your additional complaint that you sent copies of the balances and payments made to a/c 458-00001 from your revolving account (Feb 2015 – Oot 2015). You state that over the past 14 months, you sent similar copies to the Bank via USPS Certified Mail. We further understand that you believe the responses from the Bank have been form letters about late charges, finance charges, shipping and handling, etc., but never about a/c *********

We previously received and responded to your correspondence submitted to the Bank regarding this same matter. Please find enclosed a copy of our response sent to you on April 13, 2016. This response was not a form letter.

In the correspondence we advised you that on January 21, 2015, you returned the laptop and the account was credited in the amount of $762.07 for the return. Additionally, please review paragraph’s four and five of the previous response, where we explain what happened with how the return credit posted to the account, and how the payments were allocated. We apologize for any confusion or frustration this matter may have caused.

We value you as a customer, and hope you find this information to be helpful. If you have any further questions, please feel free to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to review the account activity with you.

Sincerely,
Ashley R***

Consumer Response:

To date neither Ms. R*** nor any of the many reps/agents I have spoken to or received correspondence from in the last 15 months have not explained where the payments to a/c ********* went.  Before I wrote to the BBB I have had all form letters explaining nothing about a/c 4******** from  representatives from Global Support Team, Internet Customer Team, etc.  Recently, I provided by USPS Certified Mail statements showing the payments transferred to a/c 4******** from Feb 2015 through Oct 2015.  My transaction $762.07 was charged to my revolving account on Jan 4. 2015,  $762.07 was refunded om January 21, 2015.  The transaction was COMPLETED.  FOR WHAT REASON, WHAT CHARGE, WHAT RIGHT DID COMENITY CAPITAL BANK HAVE TO OPEN A/C ********* AND ATTACH IT TO MY REVOLVING ACCOUNT? In Ms. R****s reply (paragraph 5 

Regards, ***** *********

5/2/2016 Billing/Collection Issues
4/29/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

************* Date of Orders: February 3,2016 Dear Sir/Madam: On February 3,2015, I ordered the following items: Page 5 Item No. MYR-B14145 Women's XL - Print Top $ 19.99, Page 14 Item No. MYR611953 Women's XL Button Trim Top 19.99, Page 29 Item No. MYR-B17090 Women's XL (Dress-Green) 35.99, Page 31 Item No. MYRB12162 Women's 18W Petite Brown Pants 15.19, Page 64 Item No. MYRB12067 Women's 18W Petite Sandstone Pants 12.91, Page 68 Item No. MYRB144191 Women's XL Embroidered Hanley Top 24.79, $128.85 **** ******* ** ********* March 13,2016 B L A I R (Continued)

I calculated the charges to be $128.85. Your company charged me $142.50. The difference is $13.75 and I am assuming this is the shipping charges. I am enclosing herein all of Blair's Shipping Orders. You will notice one Shipping Order in particular indicating that four items were shipped and the other two were on back order. The subtotal for these four items were $72.88 and your company added $17.99 for freight charges and $2.95 for additional charges making a total for these four items of $93.82. You do not indicate what the $2.95 represents. These charges are ridiculous and out of order.

As you know, I returned five out of the six items I purchased. Your merchandise is not of good quality and not worth the price you charge for them. Blair should consider changing their buyers because the merchandise is very cheaply made. As far as I am concerned I owe Blair $20.00 and not $60.91. I do not intend to pay this bill until Blair makes an adjustment to my Statement.

By copy of this letter I am sending this complaint to the Better Business Bureau.

Very truly yours, ******* ** ********* ****

Desired Settlement: I do not intend to pay this bill until Blair makes an adjustment to my Statement.

Business Response:

Dear Ms. **********

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

You state you purchased items totaling $128.85; however, the amount that you were charged totaled $142.50.  You are questioning the charge of $2.95, and you returned five out of six items that you purchased.  Additionally, you state that you owe Blair $20.00, not $60.91.  You do not intend to pay this bill until Blair makes an adjustment to your statement.   We sincerely apologize for any inconvenience or frustration this matter may have caused you. 

Please understand that Comenity Capital Bank and Blair are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to BLAIR® credit card accounts, while Blair is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. 

Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling.  When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded.  Additionally, if you use the provided Smart Label for the return, your account is billed $9.99 for the cost of the return shipping.

Protection Plus is an optional service that is offered at the time an order is placed with Blair.  The cost for Protection Plus is $2.95.  If a customer opts to accept the Protection Plus service, a replacement package (order) will be sent if they do not receive their original package within 14 days.            

Our records indicate the following charges posted to the account: $93.82 on February 6, 2016, $28.79 on February 11, 2016, and $19.99 on February 13, 2016.

The purchase of $93.82 on February 6, 2016, consisted of the following items:

  • one BLW Button Top for $19.99

  • one pair of BLW Stitched Creased Pants for $12.91

  • one BLW Embroidered Henley for $24.79

  • one pair of BLW Ponte Pants W Pocket for $15.19

  • Protection Plus for $2.95

  • Shipping and handling charges for $17.99.

    The purchase of $28.79 on February 11, 2016, consisted of one BLW Pintuck Squareneck Dress for $28.79.

    The purchase of $19.99 on February 13, 2016, consisted of one BLW Print Tee for $19.99.

    On February 23, 2016, a return of $62.89 posted to the account, and a return of $18.80 posted to the account.  On March 18, 2016, a credit of $9.99 posted to the account for one Smart Label fee.  On March 23, 2016, a payment of $50.92 posted to the account, and brought the account balance to zero.

    We contacted Blair on your behalf, regarding your complaint.  In the interest of customer service, Blair issued a credit of $30.93 on April 6, 2016, to remove the shipping and handling charges, one Smart Label fee, and the Protection Plus fee.          

    Please be advised that this credit resulted in a credit balance on your account.  Because the account has a credit balance of $30.93, we have issued a refund check of $30.93.  Please allow 14 days to receive the refund check, as it is being sent in a separate mailing.  

    We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

    Sincerely,

    Laura R******

Consumer Response:

Thank you for your letter of April 15,2016 with regard to the above

mentioned matter. Please be advised that Comenity Capital Bank has
forwarded to me a refund check in the amount of $30.93.

I want to take this opportunity to thank you for investigating this matter and
resolving this complaint with a positive result.

Very truly yours,******* ** *********

4/29/2016 Billing/Collection Issues
4/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a Zales card holder for over four years, and in that four years time my payment has been on auto pay (through the Zales website) and I have never missed a payment. This bank has taken over transaction processing for Zales and with no warning my account has been taken off auto-pay and I am now missing payments. They have filed my account 60 days past due with credit agencies, and give me conflicting information when I call. I called after my payment was 30 days late and I was told that the payment had been sent to the old bank and would be sent over to Commenity. I have now been called again and told I am 60 days late, and after attempting to set up another auto payment they are telling me they cannot. I am being charged late fees, and having my credit deteriorated for what seems to be an inability to run effective business operations.

Desired Settlement: I would like any late fees to be removed from my account, provided an option to setup automated payments on my account to avoid further delay, have late payment reports removed from all three major credit reporting bureaus, and provided a copy of a report from these bureaus to confirm this has happened.

Business Response:

           

Dear Mr. ******

We received a complaint from you, addressed to the Better Business Bureau, regarding the above-mentioned account.  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 did not receive notification that your ZALES THE DIAMOND STORE® Credit Card would be managed by Comenity Capital Bank.  You had your account set up with autopay with the previous lender, and now your account has been reported late due to non-payment.  You also state that when you contacted Comenity Capital Bank you were told that your payment had been sent to the old bank and would be sent over.  You called back again and were advised that you were 60 days late.  You attempted to set up another autopay, and you were advised that this could not be done.  You are requesting the fees be removed from your account, to be given an option to set up autopay, and for your credit report to be updated.

We would like to apologize for any inconvenience this matter may have caused you.

In the interest of customer service, we have issued an additional credit to your account for $66.27 to remove the latest late fee and finance charges that were assessed to your account.  The original late fee of $24.00 was credited on February 18, 2016.  As of the date of this letter, your account balance is $674.53.

Our records indicate that the last payment was received on January 5, 2016.  We have also contacted ******** in regards to the last payment received by them and have been advised that no further payments were received after January 5, 2016, and that any payments set up on autopay with ******** after January 21, 2016, would have been cancelled.

At this time Comenity Capital Bank does not offer autopay for your ZALES THE DIAMOND STORE® Credit Card.  Please be advised, that if the option becomes available in the near future, you will be notified either via your monthly billing statement or Account Center.  For the time being, we suggest you contact your banking institution for autopay options.

Please be assured that notification has been sent to the national credit-reporting agencies with instructions to delete the negative payment information reported, regarding the ZALES THE DIAMOND STORE® account.  Please allow the credit-reporting agencies 45 days to update their records.

We hope that you find this information helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****

4/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

Yet again, I always sigh when I have to call your customer service department. This happened over the last few days, I get "trolled"; which is a method of being condescending and worthless at the customers expense. It accomplishes nothing, but yet you sound nice and professional. Many customer service phone representatives feel trapped in their positions and do this on a daily basis to get back at the system. I believe that is what the entire phone support team does at Paypal Credit. I don't even know why I try to deal with a completely broken system.

As professionally stated as possible. This companies service and representatives are the worst. I called over the last several days from phone number: ###-###-#### to ###-###-####. The representatives never ever try to pull up the account. They always go for a quick transfer to avoid doing work and the call, again at the customers expense. I ask if there are notes on the account and they claim there are not until I start playing back the recorded calls from previous. All of a sudden they find notes. But they still don't want to help me, all they want to do is put me on hold and transfer around.

Today I was trying to reopen a transaction dispute against B&H photo that was just closed this week. I am so kind and polite, I have ADHD and record my calls for my assistance to combat the constant trolling. I was simply calling to reopen the dispute. The company has confirmed I have 30 days and so kindly in a matter of minutes issued the RMA. I gave them kudos and praise for a job well done. I was simply trying to give you all the tracking number and to reopen/attach it to the paypal dispute, since we are still within the 30 day window. How long do you think this would take?

Well let me tell you, I have found it impossible. I have talked to supervisors, employees, perhaps even the janitor at one point, who knows? Please review and fire/lay off these depressed workers, it seems like they are fishing for unemployment anyway. This might correct your "service" issues. It may be a win/win for everyone.

Now as for me, I would like a written apology on a thicker based paper and signed by a human being. I would also, as aforementioned like to give you the tracking number. The tracking number is: ******************. I have to use the BBB because your phone service is incapable of doing what is requested. Please call me back, leave a message to confirm the above has been done. Also reply to the BBB and issue me the hand signed apology letter on special stock paper to confirm that someone is actually reading this. Thank you. Sorry if it comes across unprofessional, but slow down, do a good job. Take pride in your work. I'm done lecturing. SHEEEEEESH!. Professionally stated given the circumstances.

Desired Settlement: Today I was trying to reopen a transaction dispute against B&H photo that was just closed this week. I am so kind and polite, I have ADHD and record my calls for my assistance to combat the constant trolling. I was simply calling to reopen the dispute. The company has confirmed I have 30 days and so kindly in a matter of minutes issued the RMA. I gave them kudos and praise for a job well done. I was simply trying to give you all the tracking number and to reopen/attach it to the paypal dispute, since we are still within the 30 day window. How long do you think this would take? Well let me tell you, I have found it impossible. I have talked to supervisors, employees, perhaps even the janitor at one point, who knows? Please review and fire/lay off these depressed workers, it seems like they are fishing for unemployment anyway. This might correct your "service" issues. It may be a win/win for everyone. Now as for me, I would like a written apology on a thicker based paper and signed by a human being. I would also, as aforementioned like to give you the tracking number. The tracking number is: ******************. I have to use the BBB because your phone service is incapable of doing what is requested. Please call me back, leave a message to confirm the above has been done. Also reply to the BBB and issue me the hand signed apology letter on special stock paper to confirm that someone is actually reading this. Thank you. Sorry if it comes across unprofessional, but slow down, do a good job. Take pride in your work. I'm done lecturing. SHEEEEEESH!. Professionally stated given the circumstances.

Business Response:

Dear *** *******

We received the complaint you sent to the Better Business Bureau (BBB) regarding
PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. The
PayPal Credit product is issued by Comenity Capital Bank and serviced by Bill Me
Later, Inc. PayPal Credit is a payment option made available by many merchants to
their customers.

Your complaint states you are unsatisfied with the customer service provided by PayPal
Credit for a dispute you have with PayPal. You are requesting a written apology, and
confirmation your tracking information has been added to your dispute.

A review of your account shows you initiated a dispute with PayPal through their online
Resolution Center. Although PayPal Credit is a subsidiary of PayPal, they are separate
entities and the systems used to retain consumer information are stored separately.

PayPal Credit is an available payment option for certain PayPal purchases; however,
your PayPal Credit account is separate from your PayPal account. When a dispute is
submitted through PayPal's Resolution Center, PayPal's Disputes department is the
appropriate contact for dispute assistance, updates, and closed dispute appeals. If you
would like to submit a dispute or billing error to PayPal Credit, please contact PayPal
Credit to initiate the dispute as further described in the Billing Rights Summary included
on each billing statement and in the Terms and Conditions of the PayPal Credit
Payment System.

Between May 26, 2015, and May 27, 2015, you made a series of phone calls to PayPal
Credit regarding your dispute with PayPal. In those phone calls, you were informed that
because your dispute was initiated with PayPal, the PayPal Disputes department was
the proper party to contact regarding your dispute, not PayPal Credit. PayPal Credit
representatives made efforts to contact and conference-in the PayPal Dispute
department on your behalf. The PayPal Dispute department agents informed you that
your dispute had been declined because return tracking information was not provided
by the communicated due date of May 24, 2015. You were also informed that to pursue
the dispute further you would need to submit an appeal and provide the required return
tracking information to PayPal.

When you contacted PayPal Credit to provide the return tracking information, you were
again informed the information would need to be provided to the PayPal Disputes
department. Per your request, the return tracking information was notated on your
PayPal Credit account. You were also informed by PayPal Credit there were additional
steps in order to complete your dispute appeal; however, you disconnected the call prior
to the representative communicating these steps to you.

On June 3, 2015, the merchant B&H Photo submitted a credit in the amount of $128.88
to your PayPal Credit account. The credit will appear on your statement dated June 18,
2015. This credit resolves the disputed amount in question, and we consider this matter
resolved.

Customer feedback is extremely important to us. PayPal Credit reviewed the telephone
calls and believe the service and information provided met expected standards. We are
sorry to hear that you felt your experience with PayPal Credit did not meet your
expectations.

We hope this letter explains this matter.

Sincerely,

***** ********
Compliance Dept. - Consumer Responses

Consumer Response:
I called Paypal Credit today at phone: ###-###-####. First I was transferred to a supervisor named "matt" who credited me a late fee as a courtesy. He then transferred me to discuss my hardship options to a "Jasmine". Jasmine placed me on a 10 minute hold with no check backs. Finally she returns to the call, I told her that I wanted to not have anymore payments coming out going forward. She confirmed this. I asked her to put in an internal request in to have my last payment of $60 that just came out reversed. I misunderstood and did not agree with this current hardship plan. She told me she would put through this request and then transfer me to her supervisor. However, I mentioned that I am voting for Donald Trump and she became agitated by my political reviews. I know this because if you listen to the recorded call she says she is NOT voting for him. This is fine, but she then doesnt finish servicing the acccount, I want a settlement offer and to update my income. I currently have no income and want a settlement offer. I want no payments coming out going forward. I wanted the previous payment reversed. She then transfers me back to the general menus, not a supervisor. Please tell her to leave political and personal beliefs from affecting her customers. Please re-validate the entire debt for I think she may of messed with my account. Please after re-validating, offer me a settlement amount based off my current income and final settlement offers. This is my clear request so I accrue no interest going forward. This happened ever since my first complaint again Paypal Credit, most reps since treat me like dog doo doo. She even was informed kindly of my learning disability at the beginning of the call; ADHD which this company further exploits with hours of hold times. This company has jacked my account up,. please stop.

Business Response:

Good morning! Thank you for following up regarding the BBB Rejection for **** ****** * ** ********.

Comenity Capital Bank and Pay Pal Credit will be working with Mr. ****** directly on a settlement for his PayPal credit account. 

Please let me know if you have any questions or need additional information from me regarding this process.

Thanks!

Jessica A********
********* ********** *******


4/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 23, 2016, I received a letter in the mail from Overstock stated: "It's ben a while - we miss you. Because you a valued Overstock.com credit card customer, we've increased your credit limit to $750". I never contacting this company about applying for a credit line increase. It was automatically done by them since I haven't used the card in a while. However, I received a credit alert for Experian stating that it was pulled on March 23rd. I never requested them for an increase but they pulled my credit report. This makes absolutely no sense. I DID NOT authorize this credit pull and I have a fraud alert on my file so they would have to ALWAYS contact me before pulling anything. I had the same thing happen recently on another account and no one could explain why this happened back in February.

Desired Settlement: This inquiry needs to be removed IMMEDIATELY. This hard credit check has affected my credit score and thus has affected my interest rate for my home. I am very disappointed in this company and the deception they are involved in

Business Response:

Dear ****** *****:

We have received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues overstock™ 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 on March 23, 2016, you received a letter from the Bank indicating your credit limit was increased.  You state you never contacted the Bank to apply for a credit limit increase.  You received an alert from Experian stating your credit was pulled on March 23, 2016; however, you have a fraud alert so that any such request would require you to be contacted before pulling your credit.  We apologize for any frustration this matter has caused you.  I am happy to share my findings.

Please be advised that as part of the Terms and Conditions of the account, outlined in the Credit Card Agreement (CCA), you provided the Bank permission to change your credit limit at any time; located in Section C of the CCA.  I have enclosed a copy of the CCA for your review.

Bank records indicate on March 9, 2016, our system reviewed your overstock™ account for a credit limit increase and based on the Bank’s criteria, the account was approved for an increase.  Please be advised when the system makes this change, this is a soft pull on the customer’s credit report.  A soft inquiry only appears when a customer pulls his/her own credit report.  The soft inquiry does not appear on a customer’s credit report that is provided to a lender or any other authorized party, and it does not impact the customer’s credit score.

Furthermore, Bank records indicate on March 23, 2016, you accessed our online Account Center website and requested a credit limit increase.  Due to the fraud alert, the request was denied because no phone number is listed on your consumer statement.  This request did prompt a hard inquiry to your credit report.  This hard inquiry was not created from the March 11, 2016, increase and is valid.  Please be advised due to no Bank error, we are unwilling to remove the inquiry from your credit report.

I hope you found this information to be helpful. If you have any questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Kaija M*******

Consumer Response: I did not login in to my account and request an increase. I rarely use this card so I would not have needed an additional increase. I have a fraud alert on my credit report for reasons such as this when someone request something that was not authorized by me. Remove this inquiry from my credit report or you will be hearing from lawyer. 

Regards, ****** *****

4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sir, The saleswoman guaranteed us that my wife and myself, having opened two separate accounts, would pay no interest for one year. My first bill states that this offer is only good for 6 months. Further, we were never told anything about a Promotional Plan fee of $9.95 to be added to our bills. Finally , I never received the $100 credit earned from my original purchase. Your attention to this matter would be greatly appreciated. Sincerely, ****** ** *****

Desired Settlement: Consumer did not specify but appears to want a no interest charge for a year, no promotional fee, and the $100 credit earned from original purchase.

Business Response:

           

Dear Mr. ******

We received a complaint from you, addressed to the Better Business Bureau, regarding the above-mentioned account.  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 were advised that you would have no interest for one year on your purchase.  That you were never advised of the promotional plan fee of $9.95, and that you were supposed to receive a $100.00 credit earned from your original purchase.  You are requesting one year of no interest and a $100.00 credit.  I understand the concerns as explained in your correspondence, and I apologize for any frustration that this issue may have caused. 

We recently responded to the Federal Deposit Insurance Corporation (FDIC), regarding this complaint on March 29, 2016.  Enclosed is a copy of the response for your records.

We hope that you find this information helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****

Consumer Response: Consumer received requested payment from Zales.

Business Response:

           

Dear Mr. ******

We received an additional complaint from you, addressed to the Better Business Bureau, regarding the above-mentioned account.  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 not received the $100.00 check from ZALES THE DIAMOND STORE.  I understand the concerns as explained in your correspondence, and I apologize for any frustration that this issue may have caused. 

We have contacted ZALES THE DIAMOND STORE on your behalf regarding the check for $100.00, and we have been advised that a company check for $109.95 was delivered via UPS to the address listed above and was signed for on Wednesday, April 20, 2016, at 6:11PM.

We hope that you find this information helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****

4/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In July in 2014 I placed an order for 1-pr slippers & 1 pr pants - the slippers were out of stock. I never rec'd them and the pants were too small - and I returned them. I told them I didn't owe anything & tried to explain to them. They started calling me between 9 to 12x a day & they are still calling me & sending bills, & adding charges.

Desired Settlement: I don't owe them anything & they have destroy my credit. I had to turn my phone off and I was in an nursing home due to a fall. I've talked to a lawyer & I think they owe me.

Business Response:

Dear Ms. ********:

Thank you for contacting the Better Business Bureau, regarding the above-referenced account. Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

You state in July 2014, you placed an order for one pair of slippers and one pair of pants.  You did not receive the slippers as they were out of stock, and you returned the pants as they were too small.  You further state, even though you have told the Bank that you don’t owe anything, you are receiving telephone calls between nine to twelve times a day.  You are still receiving bills and charges are being added.  You are requesting for the balance to be credited, as you do not owe anything, and for your credit bureau report to be corrected.  We sincerely apologize for any inconvenience or frustration this matter may have caused you. 

Please understand that Comenity Capital Bank and Blair are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to BLAIR® credit card accounts, while Blair is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality.

Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling.  When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded.  Additionally, if you use the provided Smart Label for the return, your account is billed $9.99 for the cost of the return shipping.

We contacted Blair, on your behalf, regarding your complaint.  On February 29, 2016, they issued credits totaling $15.98 to remove the Smart Label fee, and the shipping and handling charges.  The Bank issued credits totaling $119.37 to remove the previously assessed late fees and finance charges. 

Thank you for bringing this matter to our attention.  As a token of our appreciation and in the interest of customer service, the Bank has issued a separate credit of $34.02 to the account.  All credits have posted to the account and resulted in a credit balance of $50.00.  Because the account has a credit balance, we have requested a refund check in the amount of $50.00 be sent to you.  Please allow 14 days to receive the refund check, as it is being sent in a separate mailing.       

Notification has been sent to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the BLAIR®  account, from your credit bureau report.  We can confirm that the credit-reporting agencies have updated this information in their records. 

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 attempt to communicate is successful.   

Please be assured, we have updated the telephone number ending in **** so that you no longer receive telephone calls from the Bank.  All calls should have ceased by this time.

       

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Laura R******

Consumer Response:

My complaint has been resolved. I tried very hard to solve this complaint with Comenity Capital Bank but they wouldn't listen to me.

Thank you so much for your help.

I do appreciate it. I will never do business with this company again.

Sincerely,***** ********

4/21/2016 Billing/Collection Issues
4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i was approved for hsn credit on 3/19. I placed an order for a MacBook Pro. Order was in processing until Tuesday, then was cancelled. I called and was told that because it was a new account I couldn't order over a thousand dollars, and that I could use another form of payment. I said ok. I went to place the order again, it said I had a block. I tried it again a few times, and nothing. I called back in 3/24, and spoke with someone who said that the information given on 3/19 was incorrect. It was because it was a large purchase and it needed to be verified. She gave me a number to call. She had also asked me to verify my number. She said 2 accounts had that number, and who was J****** H*****. I said my wife, should she remove my number from her account , she said no. I called today and was told a business decision was made and the account was closed because they could not verify information. I asked for more details, I said I didn't get any call and what could I do. She said nothing, and kept repeating the "business decision" line. I don't understand, and would like clarification. I am not doing anything fraudulent, and would like to know what happened. Don't I have that right?!

Desired Settlement: I would like to know what needed to be verified, how I can verify it and keep my account. I have not personally had business with them, and would like an explanation. I applied for vip financing, so I don't get it. They would even verify me over the phone, re-call the number on file. Nothing!

Business Response:
Dear *** ********
We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.
We understand from the complaint that you were approved for an HSN credit card account when placing an order with HSN for a MacBook Pro. You state this order was cancelled because you were told you were a new accountholder and could not make a purchase over one thousand dollars and would need to use another form of payment. You state you tried to make the purchase with another form of payment; however, you were blocked because it was a large first purchase and information needed to be verified. When you called back again, you were told your account was closed as a business decision. You would like clarification as to why your account was closed, what information needs to be verified, and how you can verify the information and keep the account.
Please understand that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible for addressing questions related to the credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns and shipping.
Additionally, please understand it is the policy of HSN to verify all new accounts with large first purchases and as HSN was unable to verify this information, the account was blocked.
We contacted HSN on your behalf, and their records indicate a new account was opened on March 19, 2016, to purchase a MacBook Pro. Please be assured HSN has removed the block that was previously placed on the account.
If you have any further questions regarding this matter, please contact the corporate office of HSN at ###-###-####, or you may write to, HSN, PO Box 9090, Clearwater, Florida 33758.
We value you as a customer, and we hope that you find this information to be helpful. Should you have any questions regarding your HSN credit card account, you may contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.
Sincerely,
Ashley R***

4/19/2016 Problems with Product/Service
4/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was sent an email by Paypal Credit that "I" had changed my home and business phone numbers with the company. And that if I hadn't, in fact, made these changes to call immediately. Well, I called immediately as I had not made any changes to my account. However, instead of this being about fraud, the operator told me this was an attempt to collect a debt. I have NEVER, in all my life, been a victim of such dishonesty and blatant "Fraud" on the part of the company issuing the email. They are a disgrace.

Desired Settlement: No further contact by the business and my account zeroed out.

Business Response:

Dear Ms. *******

We received the complaint you sent to the Better Business Bureau regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal Credit product is issued by Comenity Capital Bank and serviced by Bill Me Later, Inc. PayPal Credit is a payment option made available by many merchants to their customers.

Your complaint states you received an email from PayPal Credit informing you the telephone numbers associated with your PayPal Credit account were changed and asking you to call PayPal Credit if you did not request the changes. You called PayPal Credit and were advised by the agent the call was an attempt to collect a debt. You are requesting PayPal Credit not contact you again and your balance be waived.

PayPal Credit’s records reflect your account was closed due to delinquency on December 4, 2015. On January 4, 2016, your account was referred to an outside collections agency to collect the balance on your account.

On March 16, 2016, the outside collections agency attempted to contact you at an alternate telephone number obtained through a skip tracing service. During this call, an unidentified third party stated the telephone number was not associated with you and requested the telephone number be removed from PayPal Credit’s system. To process the request, the outside collections agency contacted PayPal Credit and asked that all telephone numbers associated with your account be removed.

PayPal Credit completed the request, and because your primary telephone number was removed from your account, you were sent an automated email on March 18, 2016 to confirm the change. We apologize for any confusion this may have caused.

On March 18, 2016, you called PayPal Credit. Because your account was delinquent, you were advised by the agent that any information obtained during the call would be used to collect the debt. This disclosure is provided to all PayPal Credit account holders that call regarding past due accounts and is not in any way related to the e-mail you received.

Upon receipt of your complaint, PayPal Credit recalled your account from the outside collections agency and placed a cease and desist on your account. You will no longer receive calls regarding your account; however, you remain responsible for the balance. As of April 6, 2016, your account is closed with a balance of $3,121.74.

We hope this letter explains this matter.

Sincerely,
Christina W********

4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a Toyota Rewards Visa on 10/26/2015. I received immediately received an email response stating that I was approved. To for a step further, I called Comenity customer service and the representative confirmed I was approved for the Vusa & the credit limit and stated that I should received my welcome packet within 7-10 days. On 11/6/2015, I called Comenity custiomer service due to I had not received the packet as of yet, the representative again confirmed that it was for the Visa and the packet should arrive in Saturdayy's mail or Monday. Today, I received the packet, however, it is not for the Toyota Rewards Visa, but for the Toyota Reward Credit Card. I immediately called Comenity customer service to advise of this and was told that due to the credit criteria, I was only approved for the Toyota Rewards credit card and not the Toyota Rewards Visa. I advised the representative I would understand that if the emall approval would've stated that but it did not,; she stated that she was unable to override the system and transferred me to a supervisor. The supervisor I spoke with Tina, advised me that the email shouldn't have been sent for the Rewards Visa but for the just the Rewards card. I asked Tina, since I did receive the email for the Toyota Rewards Visa, is she going to honor it, and she advised me no that they would not override the system due to the credit criteria. I feel that that this is very misleading and kind of like a bait and switch (you applied for the Toyota Rewards Visa & was approved but we're giving you the Toyota Rewards credit card instead). I believe that this should be honored due to i did apply for the Toyota Rewards Visa and have email confirmation that I was approved and

Desired Settlement: I believe that this should be honored due to I did apply for the Toyota Rewards Visa with the credit limit of $1000 and have email confirmation that I was approved for that card and not the Toyota Rewards Credit Card.

Business Response:

Dear Ms. *******

We received your complaint, submitted to the Better Business Bureau, regarding the abovenoted
account. Cornenity Capital Bank issues Toyota Rewards credit card accounts, and we
are here to help answer your account-related questions. I appreciate the opportunity to assist
you.

Your complaint indicates you applied for a Toyota Rewards Visa@ account, but a Toyota
Rewards account was opened. We apologize for any frustration or inconvenience this matter
may have cause you.

When applying for the Toyota Rewards Visa03 account, the consumer is advised that they may
be approved for a Toyota Rewards Visa@ or Toyota Rewards credit card, based upon
information obtained in part from the consumer's credit report.

Your application was received and approved for the Toyota Rewards credit card account. We
hope you will enjoy all the benefits and advantages that come with your new Toyota Rewards
credit card account.

We value you as a customer and would like to ensure that your experiences with Toyota and
Comenity Capital Bank are positive ones.

I hope you found this information to be helpful. If you have any further questions or concerns,
please contact me directly at ###-###-####, ext. ******* (TDD/TTY #######). I will
be happy to assist you.


Sincerely,
Shelley A*****

Consumer Response: no where on the email that i provided does it state Toyota Rewards Credit Card. It clearly states that I have been approved for the Toyota Rewards Visa and to expect my Toyota Rewards Visa packet in the mail within 7-10 days. iAnd Comenity Bank should honor this, because as I've advised - no where on the email does it state the Toyota Rewards Credit Card.  Now if Comenity Bank can show me exactly where on that email that it states that i have been approved for the Toyota Rewards Credit Card and not the Toyota Rewards Visa, I will be happy to close the complaint and if they cannot show me, then they need to honor the approval.

Regards,********* ******

Business Response:

Dear Ms. *******

We received your additional complaint, submitted to the Better Business Bureau, regarding the above-referenced account. Comenity Capital Bank issues Toyota Rewards credit card accounts, and we are here to help with your account-related questions. I appreciate this opportunity to assist you.

As indicated in the previous response dated November 8, 2015, the Bank received your application and you were approved for the Toyota Rewards credit card account. We have enclosed a copy of our previous response for your review.

Please note, Comenity Capital Bank’s application processing has predefined qualifications which determine whether a customer qualifies for the Toyota Visa or Toyota Rewards credit card; as such this does not guarantee every applicant  the Toyota Visa credit card. The email you received stating approval of the Toyota Visa account was sent in error. Although you did not receive the Toyota Visa credit card, we want to assure you that you will have the opportunity to enjoy the benefits of being a Toyota cardholder.

Some of the benefits are 5 reward points per every $1.00 spent in dealerships, unlimited points with no expiration, and redeeming your points for cash back in the form of a statement credit, gift cards, travel or merchandise. The Toyota Rewards Program is provided by Comenity Capital Bank which is solely responsible for the Program operation, including all rewards. Comenity Capital Bank may change the terms of the Program at any time. See www.comenity.net/toyuotarewardscreditcard for Rewards Terms and Conditions.

We hope this information is helpful. Should you have any further questions or concerns, please contact me at ###-###-####, extension ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerley,

Shelley A*****

4/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I keep receiving random pings to my credit due to outstanding debt for store cards with comenity. I would like to consolidate and settle these outstanding debts and have these removed from my credit report but cant seem to connect with someone that will help.

Desired Settlement: Please provide settlement amount with optional payment plan and the agreement to remove from credit report upon fulfillment of agreed upon payoff.

Business Response:

Dear ****** *****:

We received the inquiry you sent to the Better Business Bureau regarding the above-noted accounts.  Your correspondence was forwarded to Comenity Bank.  Comenity Bank issues the VICTORIA’S SECRET and LOVELOFT credit cards, and we are here to help answer your questions.  I appreciate the opportunity to assist you with your concerns.

We understand from your complaint that Comenity Bank is randomly pinging your credit due to outstanding debts.  You further state that you would like to consolidate and settle the outstanding debt and have these removed from your credit bureau report.  We apologize for any inconvenience this may have caused you and would like to explain our findings.

Your VICTORIA’S SECRET account was charged off due to non-payment on April 1, 2013, and was later sold to Portfolio Recovery on May 21, 2014.  Your LOVELOFT credit card account was charged off due to non-payment on February 1, 2015, and sold to Portfolio Recovery on December 21, 2015.

When an account is sold to another entity, the outstanding balance from the former creditor becomes zero.  Normally, delinquent accounts will report for seven years from the date the account first became delinquent (not from the date of sale or date of last activity).  However, Comenity Bank sent notification to the credit-reporting agencies to have your VICTORIA’S SECRET account deleted as of November 17, 2015, and your LOVELOFT account deleted as of March 3, 2016.  Please allow 45 days for them to update your credit report.

Please note that Portfolio Recovery may begin to report your account under its name as the new creditor, so it is possible for your account to appear on your credit report under the new creditor.  However, we do not know the reporting practices of Portfolio Recovery.

For any additional information about your accounts, you will need to contact Portfolio Recovery at ###-###-####.

                                          

Sincerely,

Jack C*******

4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is regarding Smile Generation Financial Credit Card 12 month interest free promotion. On May 7, 2015, I charged a dental procedure for the amount of $1715.00 under a 12 month interest free contract with Smile Generation Financial. When I paid the account off several months early in November 2015, I realized that I had been charged monthly interest. I had opted for paperless statements and paid my bill online, never late, always far more than the minimum amount due. I had to no reason to believe that I was being charged interest as I have used this service more than once previously with 12 months interest free having had no problems. I called Smile Generation customer service and was told that my account had been set up as a revolving charge account. I have a physical contract in my possession, signed in the dentist office for 12 months interest free. To make a long story short, I contacted Smile Generation three more times requesting that the $110.42 interest charges be refunded to me as my had been incorrectly set up by their company. I was told that since I didn't file a complaint within the first 60 days of the initial charge, Smile Generation did not have to refund my money. To recap, I have a contract with Smile Generation for 12 month interest free, paid the account off early and each monthly payment prior to payoff was before the due date far more than the minimum amount required and I had no reason to believe interest was being charged. I did not see this online nor did it come up readily visible when I made my online payment that I was being charged interest. l have sent a registered letter with a copy of the contract to Smile Generation as well.

Desired Settlement: To receive a refund from Smile Generation Financial of $110.42.

Business Response:

Dear ****** *******

We received the complaint regarding the above-referenced account. Comenity Capital Bank
issues Smile Generation® Financial credit accounts, and we respond to all account-related
inquiries. Your complaint, addressed to the Better Business Bureau, was forwarded to my
attention, and I appreciate the opportunity to assist you.

Your complaint states that you made a purchase for $1,715.00 on May 7, 2015. This purchase
was to be placed on a 12 month deferred interest promotional plan; however, it was not. As a
result, monthly finance charges were assessed to your account. You further state that you have
since paid the balance in full and are requesting a refund for the finance charges that were
previously assessed to your account. I understand your concerns and apologize for any
confusion or inconvenience this may have caused you.

We have reviewed the account, and our records indicate that the Bank previously responded to
this complaint on March 22, 2016. Please be advised that in that response, we advised you that
a total credit of $88.50 was issued to your account for the finance charges that were previously
assessed to your account. Further review of the account indicates a finance charge of $21.92
was not credited. We apologize for this oversight. Please be assured, the additional $21.92 has
been credited to your account. A refund check for all interest charges will be mailed to you.
The check should arrive in the next 7-10 days.

We hope this information is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

Jenny W****

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards, ****** ******

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday March 26th, 2016 I was in BJS Wholesale store and was checking out with my Comenity Capital Bank Master Card linked to my BJ account `when I was informed my card was declined. This was most embarrassing as I started to hold up the line to find out why the card was declined. With no information available from BJ's I contacted Comenity Capital bank the informed me my card had been revoked. I was not given any reason except they said a letter had been mailed to my residence on March 22, 2016. As of today no letter has ever been received by me. The rep on the telephone could only tell me that her information stated I was a credit risk, but could not gibe me any details.. I have excellent credit with a FICO Score of around 710, no late payments with anyone, no delinquent payments and not very much outstanding debt. On Sunday I applied online for another BJ's Credit Card sponsored by Comenity bank and , WOW, it was instantly approved. I am seeking redress on this and want Comenity Capital Bank to reissue my card with mt $13.80 credit perks that are still on my old card.

Desired Settlement: I want my credit card replaced as previously addressed. I letter of apology issued to me and to all credit reporting agencies that were involved and could possibly adversely effect my credit rating. Continuing, I would like the bank to address and remedy how they abruptly revoke credit cards with no warning on creditworthy clients that is noted in their own credit card disclosure statement when a customer applies for this banks credit card.

Business Response:

Dear Mr. ********

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Capital Bank issues My BJ’s Perks MasterCard®, accounts, and we are here to assist you with all account-related questions.  I appreciate the opportunity to respond to your concerns.

We understand from your complaint that your account end in **** was closed on March 22, 2016, without your knowledge and when you went to make a purchase on March 26, 2016, your card was declined.  We also understand that you are requesting your awards earnings in the amount of $13.80 be credited to your new account ending in ****, and a letter of apology be issued.

Per our records we show on March 23, 2016, we mailed a letter to your home advising why the account ending in **** was closed.  If you have not received the letter please find it attached.

On March 27, 2016, we show your new account ending in **** was opened.  Unfortunately we are unable to reopen the old account ending in ****.  In the interest of customer service I am happy to add the $13.80 that was earned on your previous account to your new awards earnings.

We hope this information is helpful and apologize for any frustration you experienced regarding this matter.  Should you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Kristina W*****

4/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened this credit card the same day I made this purchase, I was ordering a xbox game console for my brother and having it shipped to Illinois from the store in Tennessee. That night brother decided he didn't want it so I called immediately and canceled the order. So there was NEVER anything bought or received as a result of this transaction. A couple months later I started receiving bills for the purchase I had canceled. I called and spoke to someone from the online ordering and then the credit card and they said it would be taken care of. It never was, I continued to receive month bills for this transaction, and I continued to call regarding it. Finally, they sent me a check for the original purchase price of the item and I immediately applied that to the card, however there was still interest charges accumulating. I tried to explain what had been occurring to have the charges removed but I was told I was responsible even though the transaction was canceled. Today 3/17/16 I paid off all the interest charges in the amount of $121.57 to stop the accumulation as well as the impact on my credit.

Desired Settlement: The repayment of my interest charges that I should never had accumulated in the first place because the transaction was canceled.

Business Response:

 

Dear Mr. *******

addressed to the Better Business Bureau, regarding your GameStop PowerUp
Rewards™ credit card account. Comenity Capital Bank issues GameStop PowerUp Rewards™ credit card
accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention,
and I appreciate the opportunity to assist you.

We understand from the complaint that you purchased a Xbox Game Console at a Game Stop location in
Tennessee to be shipped to a Game Stop store in Illinois for your brother to pick up. You state you called
Game Stop later that night to cancel that same order. A couple months later you were still receiving
statements for the item you never received. You spoke with Game Stop online ordering department where
they confirmed the item was not shipped and issued you a refund check. You then applied the refund
check to your GameStop PowerUp Rewards™ credit card account, however, there were still Bank fees in
the amount of $121.57, which you recently paid, that you would like to be credited to your account.
We understand your concerns, and sincerely apologize for any inconvenience this matter may have caused
you.

After a thorough investigation, although there were no Bank errors, in the interest of customer service, we
have issued credits totaling $121.57 for the previously assessed Bank fees. These credits resulted in a
credit balance on your GameStop PowerUp Rewards™ account. A refund check in the amount of $121.57
has been mailed to you and should be received within the next 14 days via separate mailing.

We value you as a customer, and hope you find this information to be helpful. If you have any further
questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will
be happy to assist you.

Sincerely,
Ashley R***

4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

 

********* Customer: I made 3 separate purchases Sept.,Oct.,Nov. Comenity: 'We show you made 2 purchaes' Customer: Purchase 1 silver necklace - black/ivory Jacket - total $98.07 - Sept 14 or -17. Paid Bank of American Debit Card sent copy of bank statement. Comenity: 'We don't keep track of what was ordered - just the amount due.' Makes it difficult to resolve their error, Customer: Purchase black tiered dress $98.07 ordered in Sept - arrived store in Oct. Paid B of A check **** - Oct 12 sent copy of cleared check Customer: Purchase brown mesh jacket, brown T, 2 necklaces (aqua and brown) for $199.48. Paid B of A check **** - Nov 18 sent copy of cleared check. Comenity: Pd 11-24-15 - 199.48 - other late fees dropped - re phone call.

I have spent over 12 hours total on the phone with several calls to resolve this. Two times was cut off while waiting for the supervisor to "get back in a few minutes." I have sent documents providing I owe nothing. Comenity insisted I made two purchases and have received the $199.48 payment and another for $98.07. This is incorrect but they accepted two payments - said I made two purchases - so what's up. I've had terrible experience on this. They have all the backup info I sent. PLEASE help me. They have sent letters and phoned my home. Please answer soon. ******* ** ****

Desired Settlement: Assistance in resolving billing dispute.

Business Response:

Dear Ms. *****

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues DRAPER’S & DAMON’S credit card accounts, and we are here to help with account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

You state that you made three separate purchases.  You purchased one silver necklace and a black/ivory jacket totaling $98.07, on September 14, 2015, or September 17, 2015, and payment for this purchase was made using your debit card.  You also purchased a black tiered dress for $98.07 which was ordered in September 2015, arrived in store in October 2015, and was paid by check 4680 on October 12, 2015.  The third purchase was a brown mesh jacket, a brown T, and two necklaces (aqua and brown) for $199.48, and this purchase was paid by check on November 18, 2015.  Although you have contacted the Bank on several occasions by phone and by mail to resolve this matter, your attempts have been unsuccessful.  We sincerely apologize for any inconvenience or frustration this matter may have caused you. 

Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. 

Please note, Comenity Capital Bank strives to provide each of our customers with an excellent customer service experience, and we truly regret that you received less than that.  It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. 

We have reviewed your account, and we are happy to share our findings.  We have enclosed copies of your monthly billing statements for your review. 

Our records indicate that the above-referenced account was opened on September 14, 2015.  On September 14, 2015, a purchase of $98.07 posted to the account.  On October 2, 2015, a statement was issued reflecting a balance of $98.07, and a minimum payment of $20.00 due by October 28, 2015.    

As no payment was received, a late fee and a finance charge were assessed to the account, pursuant to the terms and conditions of the Credit Card Agreement (CCA).

On October 14, 2015, a purchase of $199.48 posted to the account.  On November 12, 2015, a late fee credit of $20.00 posted to the account.  On November 24, 2015, a payment of $199.48 posted to the account.    

      

On December 30, 2015, a letter was sent from the Bank’s Billing Dispute team advising that only one purchase of $98.07 posted to the account, no payment of $98.07 had been received, and to please send in a copy of the front and back of the cancelled check.  We have enclosed a copy of this letter for your review.

On February 16, 2016, we received a fax from your son ****** ** ****, which included information regarding the payment of $98.07.  Please be assured, the payment of $98.07 has been credited to your account, and additional credits totaling $51.49 have been issued to remove the previously assessed late fees and finance charges.  As of today’s date, the account balance is zero.

       

Notification has been sent to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the DRAPER’S & DAMON’S account, from your credit bureau report.  The Bank can confirm that this information has been updated in their records.  

       

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

 

Laura R*******

Consumer Response:

I owe you a huge apology. I should have written sooner. There's no way to
express how grateful I am for your help on this issue.

I had just about given up until I heard from you. My son even tried talking to
Comenity but it was you and the way Better Business Bureau made the difference.
I had let the situation bother me and couldn't get it off my mind. I had sent all the
evidence needed but not until after you got involved could I see some light.

This is probably an inadequate reason for my not following with a thank you but it
was crunch time with the IRS regarding my husband's death of a year ago. We
kept getting new rules, corrections and unrealistic deadlines (like 2 days to redo)
from our atty.

Please use any part of this letter as a quote fiom me. I always knew the BBB is an
affective tool for citizens but never expected the understanding, interest and help I
received. Thank you so much. I can sleep better now.

******* ** ****
**** ****** ***** *

4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In early December a package was received from Comenity – Haband. I opened it to get the packing slip as I did not know who it was from or what was in it. It was unsolicited X-mas things that I did not order and did not want. I called Haband and their representative told me to send it back at no charge. I sent it back and about a month later received a bill for shipping plus other fees. I attemped to have my son contact them but he was unsuccessful and they sent more bills with interest at 24% and late fees. My son, Mr. ****** * ******** paid the bill and we contact B.B.B. to take action. A check – was mailed for 75.97 on Feb 23, 2016.


Desired Settlement: Reimburse all fees and stop mailing me. Close any accounts they created for me. Plus any additional amounts in punitive damages. 

Business Response:

Dear Ms. *********

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues Haband credit card accounts, and we are here to help with account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from your complaint that in early December 2015 you received a package  which you did not order and did not want.  Although you were told that you could send the package back at no charge, you received a bill for shipping and other fees.  You attempted to have your son contact the Bank; however, his attempt was unsuccessful.  You are requesting to be reimbursed for all fees, including punitive damages, the account to be closed, and all mailings to stop.  We sincerely apologize for any inconvenience or frustration this matter may have caused you. 

Please understand that Comenity Capital Bank and Haband are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to Haband credit card accounts, while Haband is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. 

Please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling.  When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded.  Additionally, if you use the provided Smart Label for the return, your account is billed $9.99 for the cost of the return shipping.

On March 4, 2016, a payment of $75.97 posted to the account.

We contacted Haband, on your behalf, regarding your complaint.  On November 23, 2015, a purchase of $93.87 posted to the account.  This purchase consisted of twelve ornaments.  On   December 22, 2015, a credit of $76.89 posted to the account for eleven ornaments and a charge of $9.99 posted to the account for the Smart Label fee.   

On March 17, 2016, Haband issued credits totaling $26.97 to remove one Smart Label fee, shipping and handling charges, and one ornament.  In the interest of customer service, the Bank issued credits totaling $51.00, to remove the previously assessed late fees and finance charges.  All credits have posted and resulted in a credit balance of $75.97 on the account.  Because the account has a credit balance, we have requested for a refund check of $75.97 to be sent to you.  Please allow 14 days to receive the refund check, as it will be sent by a separate mailing.

The above-referenced account was closed, per your request, on March 25, 2016.

Notification has been sent to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the Haband account, from your credit bureau report.  Please allow 45 days for the credit-reporting agencies to update this information in their records.

Please be assured, we have opted your account out of direct mailings, from the Bank, regarding the Haband account.  Please allow four to six weeks for all mailings to cease.  

We respectfully deny your request for compensation.

   

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Laura R******

4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 1/3/16 Charge of $164.53 is NOT mine. BJ's agree (copies att) Bank will not remove charge as BJ's and I have requested OR provide a signed charge slip. The charge includes wine (we do not drink) and candy (we do not use. I have tried on numerous occasions to resolve error. Copies of dispute & BJ's statement sent to bank (copies att).

Desired Settlement: Remove incorrect charge from account. I believe another persons charge was put on my statement. Why would I have two charges o the same day for almost the same products? Thank you for your help.

Business Response:

Dear Mr. *******

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above. Comenity Capital Bank issues My BJ’s Perks MasterCard accounts, and we are here to assist you with all account-related questions. I appreciate the opportunity to respond to your concerns.

We understand from your complaint that your account was charged $164.53 on January 3, 2016, for a purchase that was not yours. You are requesting this charge be removed from your account.

During our investigation we were unable to validate the $164.53 charge. We issued a $164.53 credit on March 18, 2016 to remove the charge.

We hope this information is helpful and apologize for any frustration you experienced regarding this matter. Should you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Kristina W*****

Consumer Response:

Thank you for your assistance in having this incorrect charge removed.  This bank should be investigated re their charging customer for incorrect charges.  Can you imagine several senior citizens being charged AND not questioning these incorrect charges.  How can a bank make a charge thjat they have no record of it?  Again, my thanks for your help.  ******* ** ******

4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an item from Zales for $260.94 in December of last year 2015 and they charged me twice for it. I only purchased it once. They double billed me for it. I also returned this item on December 22, 2015 and was never credited for it. I have the receipts of the return and the email confirmation they sent me for the return. Instead of making a credit on my account for the return they billed me for it again. That item was suppose to be a credit, not another purchase.

Desired Settlement: They need to first credit me for the duplicate charge of $269.94 to reverse that charge and also credit me another $269.94 to give me credit for my return. They need to credit me $539.88.

Business Response:

            

Dear Ms. *********

We received a complaint from you, addressed to the Better Business Bureau, regarding the above-mentioned account.  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 correspondence that you made a purchase of $260.94 in December 2015, and were billed twice for the merchandise. You returned the item on December 22, 2015, and have not received credit for your return, and you are requesting both charges to be reversed.  We apologize for any inconvenience this situation may have caused you.

We have contacted ZALES on your behalf and have been advised that an error has occurred regarding your transactions.  To correct the problem; two credits in the amount of $260.94 has been applied to your account.  These adjustments will appear on your next billing statement.

We hope that you find this information helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****

4/8/2016 Problems with Product/Service
4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: TO: Dental First Financing, Comenity Bank, ***** ****** When I first agreed to the financing I was told that I could make my payments with my HSA account. Then the first payment became due and I was unable to do so. My only option was to pay it in the store with my HSA card. So that is what I did, and because of this, I only had part of my work done, paid the balance off and went somewhere else to have my work completed. There seems to be some confusion/discrepency in my balance with ***** ******. I have enclosed a statement showing my balance was paid in full. It is not my fault that I was misled from the beginning, or that the local ***** ****** offtce was not timely in notifing you of my payments. I do not understand how I am showing any sort of balance, and do not feel that I owe any additional late fees. I want this resolved immediately and removed from my credit report.

Desired Settlement: I want this resolved immediately and removed from my credit report.

Business Response:

             

Dear ******* ********

We have received the complaint regarding the above-noted account.  Comenity Capital Bank issues DentalFirst Financing credit accounts, and we are here to help with all account-related questions.  Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

In reviewing your complaint, the Bank understands that you financed dental treatments on your DentalFirst Financing account and were not aware that you could not use your HSA card to make payments; therefore, you only had part of your treatments completed with ***** ****** and had to go somewhere else to complete your treatments.  Furthermore, you are disputing the balance owing on your account, as you state you have already paid for the treatments you received.  You are requesting that the balance on your account be brought to zero and the information on your credit bureau report be updated.  We understand your concerns and apologize for any inconvenience this may have caused you.

Please be advised that Comenity Capital Bank and ***** ******, are separate entities.  The Bank is responsible for addressing questions related to the DentalFirst Financing credit account, while ***** ****** is responsible for addressing concerns regarding treatments, charges, and refunds.

Bank records indicate a charge of $1,742.00 posted to your account on September 18, 2015.  Please be advised that a credit of $99.00 and $201.00 posted to your account on October 21, 2015.  In addition, on November 24, 2015, a credit of $1,389.25 posted to your account.  After these three credits posted to your account, it left a difference of $52.75, which you are still responsible for.

Please be advised that the Bank reached out to ***** ****** regarding the difference of $52.75 and we were advised that a refund would not be issued, as treatment was provided. 

If you have further concerns regarding the remaining balance of $52.75, please contact ***** ****** directly.

In the interest of customer service, the Bank issued a total credit of $126.15 for the late fees and finance charges that were previously assessed to your account.  In addition, please be advised that in the interest of customer service, we have updated your payment history, to reflect that you were not delinquent with us.

We hope the information provided is helpful.  Should you have any additional questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you.

Sincerely,

Jenny W****

4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an item on HSN with the 3 "easy" payment plan. 3 weeks later I recieved my HSN/Comenity Capital Bank statement, with a payment due of $25.00. I returned the statement with a note that I had returned the item and was waiting for my credit and then will paid any and all charges that were due (ex. shipping) As I was waiting for HSN to credit my return I receieved a 2nd statement from Comenity Bank with several charges that made no sense? Late fee, return fees?. I returned that statement with a note that I would not be paying all these extra charges as In did not owe the monies that they wanted in the 1st bill,and my shipping charges of 14.98. I recieved a letter from the bank that stated " We have reported this information to all National Credit agencies" I paid all monied that were due to HSN and Comenity Bank? I hope that the FTC can help me with this problem and look into HSN and Comenity Capital Bank policies and I do not see how all their charges are legal? Thanking you in advance with help on this matter.

Desired Settlement: Credit issue

Business Response:

Dear Ms. ******** 

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card 
account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related 
questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. 

We understand from the complaint that you made a purchase using the Flex Payment option. After returning 
this item you received a statement for the purchase and wrote to Comenity Capital Bank stating that you 
returned the item and will pay any shipping charges after the item has been credited. You state the next 
month you received a statement with a late fee and you would like to be credited for this fee, as you have 
mailed in a payment for the shipping charges. Additionally, you state your concern with the letter you 
received stating we have reported this information to the national credit-reporting agencies. We apologize 
for any frustration or confusion you may have experienced regarding this matter. 

After a thorough investigation, our Bank records indicate a courtesy late fee credit, in the amount of $21.00, 
was applied to your account on February 26, 2016. As of the date of this letter, your account balance is 
$0.00. 

Comenity Bank is required by law to report factual data to the credit-reporting agencies with regard to 
account activity. Please be advised that the previous correspondence was indicating that we will report 
that your HSN account has been closed per customer request. Please be assured that no derogatory 
payment information has been reported regarding your HSN account. 

We value you as a customer, and hope you find this information to be helpful. If you have any further 
questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will 
be happy to assist you. 

Sincerely, 

Ashley R*** 

4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

Called about a billing issue relating to not getting a full refund on various returns. They disabled my online account so that I could not have information to reference to. They recommended I reset my password. I entered my correct account number, zip code, and they were able to verify that it was correct however I could not reset my password. Was told told they do not have a online technical support department and that my online account will have to be deleted and I need to register for a new username and password online however my account activity, history of emails, and all other information that was accessible online in the original account would be the same and accessible with the new online account.

Tried setting up a new online account with a different username and could not. They fixed it to where I was able to set up a new online account with the same account number and different username and password. However, all transaction activity after 2/19/16 was disabled. They tried to say it never accessible. Which is false because in viewing it the night before was the reason for my billing dispute call today. Then they blamed zales for not uploading it and transfered me to zales.

Zales confirmed these transactions have been in the system and there should be no reason why comenity and I are unable to view it. Was transfered back to comenity and was told that the zales representative could not stay on the line with comenity. Comenity again confirmed that they can only see what zales uploads to them and that transactions after 2/19/16 were not showing. Which is false because I viewed it on their site the night before and zales confirmed that comenity should be able to view it as well because it has been in the system for days. Comenity said there is nothing they can do it is a zales problem. Zales said this issue is a comenity problem.

Was on the phone from 8am-7:15pm trying to get this resolve today. Some representatives found it amusing and repeatedly came back and forth every 5 mins on the phone and and told me to wait 5 mins more and 5 mins more and so on just to waste more of my time although its a paycheck for them while I am off of work taking care of this issue all day. Called guest services at corporate to file a complaint. Was refused the director name and contact info who handles the complaints department and was refused a copy of my complaint. Also, was given 2 different complaint reference numbers. Called guest services at corporate back they then assured me I would get a call from the director and that her name was Christine.

Instead got a call from ****** who said he was a zales supervisor and that would remain on the line with me to get this resolved with a comenity supervisor. ****** and I was on hold waiting for a supervisor for about 10 mins then I got a dial tone and found out my account disbale again. Called back around 7:20 to again try to get access to my account the supervisor tried to get me to delete my online account again. I declined. Then offered to send me a link to the website I declined and informed that I am aware of it already. She asked me to try the link. My login credentials still did not work. Then she asked if i could reset the password. Was able to reset the password all of a sudden. and notice more creative billing on my account. More changes and still information missing that was there there before.

Desired Settlement: Would like my account to go back to showing all live current transactions, and and to reflect all history of transaction changes on account, refunded full amounts for the returns, and a store credit of $1000 for the 11 hours and 15 minutes I spent on the phone with the representatives who found this amusing to give me the run around and disable my account. And a written complaint to be added in the employees file who were unable to assist and handle this properly.

Business Response:

 

Dear Ms. ********

We received a complaint from you, addressed to the Better Business Bureau, regarding the above-mentioned account.  Comenity Capital Bank issues ZALES outlet® 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 your concerns regarding having trouble accessing your account on our online Account Center.  You state you were originally able to view all account activity on Account Center; however, you later attempted to access the site but were unable.  You contacted the Bank regarding this matter and your registration information was deleted so you could re-register your account.  After you re-registered the account, you were no longer able to view all account activity.  You again contacted the Bank for assistance and are dis-satisfied with the service you received.  You are requesting compensation for the time spent in attempting to rectify the situation and to have a written complaint placed in each associate’s file who was unable to assist and resolve this situation properly.  We would like to apologize for any inconvenience this matter may have caused you.

We have reviewed your account and the conversations that took place on your account.  Please be assured that Comenity Capital Bank strives to provide excellent customer service and is disappointed when this expectation is not met.  Telephone calls of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed.  Your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns.

We understand that you originally had problems accessing your account and attempting to reset your password/username on Account Center.  To assist you with your account, your online registration was deleted and required to you log on and enter a new user name in order to regain access to your account on Account Center.  We also understand that you are unhappy that you were unable to review your transactions that took place after February 19, 2016.

Please understand that at that time you contacted the Bank, the transactions that you were inquiring about had not posted to your account; therefore, you or our associates, were unable to view the transactions.  Please be aware that transactions processed by ZALES outlet may take 48 to 72 hours to appear on your account.  Our records indicate that as of March 9 and March 10, 2016, the transactions have posted to your account and that you last accessed Account Center on March 16, 2016.

Comenity Capital Bank respectfully declines your request for compensation.

We hope that you find this information helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****

4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Comenity National bank and its partner PayPal credit has accessed my credit report without my authorization. They've pulled a hard inquiry using Equifax, which has caused my credit score to drop by 50 points. No info was given in order to run an inquiry, such as social, date of birth, and other personal info required to apply for credit. It hit my credit report and was alerted via Credit Karma as of February 2016.

Desired Settlement: Company is refusing to resolve the matter and dispute via Equifax hasn't helped as well. A letter request to dispute was also sent to PayPal Credit, but they've responded by saying unable to remove the inquiry.

Business Response:

Dear Ms. ********* 

We received the complaint you sent to the Better Business Bureau regarding PayPal 
Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal 
Credit product is issued by Comenity Capital Bank and serviced by Bill Me Later, Inc. 
PayPal Credit is a payment option made available by many merchants to their 
customers. 

Your complaint states a credit inquiry was performed without your authorization. You 
also state you did not provide your social security number, date of birth, or other 
personal information required to apply for credit. In addition, when you sent a request to 
dispute the inquiry on your credit report, PayPal Credit advised the inquiry could not be 
removed. 

PayPal Credit's records reflect a PayPal Credit account was opened in your name on 
March 2, 2015, in connection with an online purchase of $3.64 through eBay seller ****  ** ***

PayPal Credit was initially selected as the payment method for your purchase, 

and you completed the application for a PayPal Credit account. After your application 
was submitted and approved, you subsequently changed the payment method for your 
purchase and selected a debit card. As a result, the purchase did not post to your 
PayPal Credit account. 

When a consumer is presented with an opportunity to apply for a PayPal Credit 
account, there are several affirmative actions the consumer must take in order for an 
application to process with PayPal Credit and an account to be opened. First, the 
consumer must provide their name, date of birth, billing address, phone number, and 
last four digits of their social security number. Second, the consumer must affirmatively 
agree to E-Sign Consent and agree to be presented with the Terms and Conditions and 
other important disclosures electronically, which requires that the consumer click "Agree 
and Continue." 

The consumer then must review and affirmatively accept the electronically presented 
Terms and Conditions by clicking “Agree and Apply.” The first line of the Terms and 
Conditions states, “PayPal Credit is an open-end credit plan offered by Comenity 
Capital Bank (the “Lender”)…and [you] authorize the lender to review your credit 


report.” This immediately informs a consumer they are applying for a line of credit and a 
credit inquiry will be performed. Please note, at any point during the application process 
a consumer has the option to cancel the application. 

On March 2, 2015, you called PayPal Credit and requested your account be closed. 
PayPal Credit closed your account and confirmed this was complete. 

PayPal Credit received a letter from you on February 22, 2016, in which you requested 
the inquiry be removed from your credit report. PayPal Credit responded in a letter 
dated February 29, 2016, informing you the inquiry was valid, and as a result, PayPal 
Credit cannot request the inquiry be removed. 

Upon receipt of your present complaint, a fraud claim was filed and the account was 
referred for investigation. On March 18, 2016, correspondence was mailed to the billing 
address listed on your account to advise your fraud claim was denied because PayPal 
Credit is unable to confirm fraudulent activity based on the information currently in our 
possession. 

In order for PayPal Credit to further investigate this matter, please provide 
documentation to support your claim. This documentation may include a police report, 
a Federal Trade Commission affidavit available at www.ftc.gov, a complaint filed with 
the Internet Crime Complaint Center (http://www.ic3.gov), and/or any other similar 
documentation. You may fax this documentation to ###-###-#### or mail it to the 
following address: 

PayPal Credit 
Attn: Executive Escalations 
P.O. Box 5018 
Timonium, MD 21094 

Pursuant to the Terms and Conditions, to which you agreed when you opened your 
account, you were notified you were applying for a line of credit and that a credit inquiry 
would be performed. Therefore, PayPal Credit is unable to accommodate your request 
to remove the inquiry from your credit report. As of March 22, 2016, your account is 
closed with a zero balance. 

We hope this letter explains this matter. 

Sincerely, 


Christina W******** 

4/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought 3 items totaling $71.95. 1st payment I paid $35.00 Bal. should have been $36.95 They had bal. at 53.92 Adding $14.97 to Bal. Second month I paid $26.96 Their Bal was $43.43 Adding another $14.97. 3rd month I paid $23.93 their Bal was $43.93 Adding Another $14.97. I did not owe all those charges. And all the extra mos. I paid the bill stupidly.


Desired Settlement: I would like to be re-imbursed for all the months I paid extra $14.97 plus the added monies charged for past months After order was paid in full I paid 7 mos of $14.97

Business Response:

Dear Ms. *******

 

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 

You state that you bought three items totaling $71.95.  The first payment you made was for $35.00.  When you received your next statement, instead of reflecting a balance of $36.95, the balance was $53.92, which included a charge of $14.97.  You did not notice this charge at first; however, after reviewing your monthly billing statements, you saw other months where the $14.97 charge was added.  You are requesting to be reimbursed for all of the months that you paid the extra $14.97.  We sincerely apologize for any inconvenience or frustration this matter may have caused you.

 

Please understand that Comenity Capital Bank and Blair are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to BLAIR® credit card accounts, while Blair is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality.

 

Blair VIP Plus is an optional service that is offered through Blair.  This program offers a special introductory price of $1.99 for the first 30 days, and if the customer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the BLAIR® account each month.  Cancellation may be made at any time with no further obligation. 

 

We reached out to Blair on your behalf, and their records indicate that the account was enrolled in Blair VIP Plus on March 31, 2015, when you placed an order with Blair.   The  Blair VIP Plus membership was cancelled on March 2, 2016.  On March 10, 2016, Blair issued credits totaling $151.69, removing ten monthly membership fees of $14.97 each, and one introductory fee of $1.99.

 

In the interest of customer service, the Bank issued credits totaling $44.94, to remove the previously assessed late fees and finance charges.

 

The credits have posted and resulted in a $112.78 credit balance.  Because the account has a credit balance, we are issuing a refund check of $112.78 to you.  Please allow 14 days to receive the refund check, as it will be sent in a separate mailing.

 

Notification has been sent to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the BLAIR® account, from your credit bureau report.  Please allow 45 days for this information to be updated in their records.    

        

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

 

Laura R******

Consumer Response:

I am writing you concerning my complaint ID ******** against Comenity Capital bank. Last week I did receive a check for $112.78 for restitution. The monthly bill did also show a $0.00 balance which I am satisfied with. In part I have realized that I was partly at fault. The VIP plus that Blair offers charges $14.97. After the first month and every month thereafter, unless the customer sends a decline "in writing", of which I did not know until their recent letter. I truly appreciate your assistance in handling this matter. When a customer calls the company, the automated answering service does not allow you to speak to "a person". So this is hwy a customer cannot solve problems on their own.

Thank you for all you have done.

Sincerely yours,

******* ** ******

4/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On November 2015 I received a statement from Comenity-BJ's Perks with a charge of $40 to renew BJs 2016 membership. I immediately called Customer Service 1-855-269-1622 requested from them to close my Credit Card and cancel my BJs membership because I did not want to renew. The person at Customer Service confirmed cancellations and he (don't have name) took care of it. December I received another statement with fees, late charges. I went to BJ's with this problem and they told me that they cannot help, to call and talk to a supervisor so they can credit my account. Called the above number and nobody answered. January, another statement with a balance of $101.00 on a $40 membership that I had canceled in Nov. Called again and this time I requested help in Spanish. Speak to a Spanish lady, Lupe, which would not listen to me, she kept saying that I had a charge of $40. How can I have a charge if I never used the Card? They were charging me for a membership that I did not want. I requested to talk to a Supervisor and Lupe told me that the supervisor will call me back. I am still waiting. February, another statement with a balance of $138. I called and speak to Shanice, no help at all. I requested to talk to a Supervisor and I was transferred to Lisa. I explained everything to Lisa and finally she apologized for all the inconveniences. Also, that she was going to take care of it and remove the charges and mail a letter to my attention stating what she explained to me on our telephone conversation. March 2nd, I received the letter stating that my balance was $138 and the information will be provided to the national credit reporting agencies. Also, they will continue to send monthly billing on ANY remaining balance until it's paid in full. How can this company charge me for a membership that I do not want and did not authorized? How can they charge me after I called and canceled the same day I received the statement. I am a senior citizen with a heart condition and do not need this stress.

Desired Settlement: I want this company to remove all charges and they should mailed me a letter confirming that I have no balance due. I did not authorized the membership; I canceled the same day I received the statement. I cannot pay for something that I don't want, I am not using and I did not charge.

Business Response:

Dear Ms. *****

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above. Comenity Capital Bank issues My BJ’s Perks MasterCard account, and we are here to assist you with all account-related questions. I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you account was charged a $50.00 membership fee which you cancelled and did not want. You are asking that all fees be removed from the account and a letter issued to confirm you have a zero balance.Bank records indicate that on March 1, 2016, your account was credited a total of $138.00 which includes the late fees, and finance charges that were assessed to your account. This amount also included a policy adjustment to remove the membership renewal fee that was charged to your account that you cancelled.

We hope this information is helpful and apologize for any frustration you experienced regarding this matter. Should you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Kristina W*****

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards,

**** *******


PS:  Thank you so much for solving my problem.  On March 31, finally I received a statement with a -0- balance.  This is the first time I file a complaint and I am
very thankful.   Thank you, thank you.

3/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have an account with paypal credit and missed last months payment. Currently I am starting out in my career and trying to afford to live in *** ******* and working 3 jobs to pay my bills. I am stuck in an apartment I cannot afford and cannot afford the deposit to move to a cheaper place. So unfortunately I missed my payment for paypal credit last month. I will pay it as soon as I get paid again but in the mean time they have started to call my parents and harass them. I am 30 years old and have not lived with my parents for 12 years. They actually have had huge financial struggles and lost their house that I grew up in and were forced to move to ***** ******** where they could afford to live. I have never provided their information for anything relating to my credit. I don't like to share this information with them because it would put too much stress on them since they are not able to help me financially. So paypal calling them and telling them how much I owe has them very upset. I don't know how they got their information in the first place and paypal straight up lied and told my parents that they did not have my contact information. So why would they not have mine, even though that's required to even open the account I opened with them, yet they have my parents info which I never provided with them. They keep calling them numerous times a day and it has my parents and me very very upset in this already difficult time. I just want them to stop calling and harassing my family that is incapable of helping anyways and giving out my personal account information with out any permission. I will pay off my balance it is just going to take me some time which I do apologize for.

Desired Settlement: Stop obtaining information of my family members or anyone related to me that I did not provide and releasing my personal information and account balance without my authorization. Stop lying about not having my contact information also because you do have. Just please do not contact my family my work or anyone other than myself about anything in relation to me and my account.

Business Response:

Dear Ms. ***********

We received the complaint you sent to the Better Business Bureau regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal Credit product is issued by Comenity Capital Bank and serviced by Bill Me Later, Inc. PayPal Credit is a payment option made available by many merchants to their customers.

Your complaint states your PayPal Credit account is past due and you are unable to make your minimum payment. You also state PayPal Credit called your parents multiple times per day, without your permission, and provided your account balance. You are requesting PayPal Credit not contact your relatives regarding your PayPal Credit account.

PayPal Credit's records reflect that your PayPal Credit account became past due on February 24, 2016 and on March 1, 2016, PayPal Credit began calling you regarding your past due balance. If PayPal Credit has trouble reaching you at the telephone number listed on your account, we will attempt to contact you at telephone numbers you may be associated with. These telephone numbers may have been provided on past transactions with PayPal Credit and/or linked to you via public records. Upon your request, any of these telephone numbers can be blocked to prevent future calls to that number from PayPal Credit.

On March 4, 2016, PayPal Credit attempted to reach you at a telephone number linked to you via public record. When the call was made, PayPal Credit spoke to an individual who identified herself as ******* **********. Ms. ********** was then advised of the balance on the account and that the account was past due. At that time, Ms. ********** indicated the account belonged to her daughter and that you both have the same first name. PayPal Credit did not disclose any additional account information once they were aware they were not speaking to you. However, PayPal Credit was not informed that you could not be reached at this phone number.

On March 10, 2016, you called PayPal Credit and requested to have your parents’ phone number removed from your account, and the agent blocked the number upon your request. Upon receipt of your complaint, PayPal Credit confirmed the third party phone numbers presently associated with your account have been blocked, and we will not call those phone numbers regarding your account. As of March 16, 2016, your account is past due with a balance of $2,057.36 and a minimum payment requirement of $147.98 due by March 21, 2016.

We hope this letter explains this matter.

Sincerely,
Christina W********

Consumer Response:

There isn't any sort of break or compensation given for the damages caused? So there was a mistake made and my personal information was given out without my permission, that is illegal.  Also I have never provided my parents information so how was that obtained?  You just search my name and call every number that comes up with my name and give out my personal information to whoever it is?  What if I had a more common name how many people would have this information without me even being aware?  Also the harassment that was inflicted for an account that was a week late.  I received multiple calls a day from March 2nd thru March 10 along with the multiple calls my parents received even after they had already spoken with you and told you that you had the wrong person.  This is also illegal.  I am under an extreme amount of stress financially and to have this done to me for being a week past due I feel is extremely unfair and abusive.

Regards, ******* **********

3/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I visited the Dental office on 12/07/2015, They did the following to me: Extraction for one tooth. Stainless steel crown. Both of these 2 procedures are covered by my Health insurance company. However, They told me that the Stainless steel crown will not last for long and that I need a porcelain crown that is not covered by my Health insurance company, and would cost me $868.00. I told them that that amount is a lot to me as a newly arrived refugee in the US, and that I might consider doing it in the future. They told me that they could offer me a payment option through the Lending Club Patient Solution (Comenity Capital Bank). I told them that I was not interested, but they told me "You will lose nothing" and they asked me to sign a form just to authorize them to check if I will be qualified for opening an account, then it's up to me at any time if I want to do the procedure using the account (This is how they presented the matter to me). Unfortunately, I signed.

And a few weeks later I started to receive bills for a balance of $1000.00! I tried to call the dental office for over 2 weeks to get clarification why they charged me for a procedure that I didn't do, and every time someone would tell me that they would contact me later today or tomorrow or would send me an email... and they wouldn't contact me. I contacted the Lending Club Patient Solution and told them that I didn't do that procedure, and that I had not been able to reach out to the dental office. They told me that they would be in touch with the office and clarify things to me by requesting an itemized bill.

Later they told me that I signed an agreement to do the procedure with them and to open an account with the Comenity Bank (Please note that the dental office presented the whole thing to me as just checking if I was qualified). I realized later that I did sign for opening the account and doing the procedure... It was my mistake that I trusted what they said to me, and signed the paperwork without reading myself. However, the cost should be only $868.00 not $1000.00. Finally the dental office answered me and they told me "you will have to pay whether you wanted to do the procedure or not as we took already the size of your crown and sent it to the lab. There is no come back! The crown is ready if you want to get it." And they told me also that they would adjust the bill from $1.000 to $868.00.

I realized that they took advantage of my lake of knowledge of how things work here as a newly arrived refugee, and misrepresented the whole thing about the credit account to me. But I also realized that it was my mistake after all that I signed without carefully reading what I was signing trusting them! I made a payment of $173.00 already , and decided that since I was paying for the procedure anyways as they said they made the crown , I would do it.

I contacted the dental office and made an appointment on 02/18/2016 at 9:30 to do the procedure (the porcelain crown). When I called the office to make the appointment I asked them how long the procedure would take in order to manage my schedule at work. they answered me "from 20 to 30 minutes." I arrived around 9:15 and signed. They kept me waiting until it was 11.00 without providing any service or even an explanation or excuse as why the delay was or what time they would serve me. The people who were sitting at the waiting room by the time I arrived, entered and finished, and other people who came after, they entered also and finished, and I was just waiting. I tried to approach the receptionist twice during these 90 minutes, and she told me that I would enter, and I had just to wait.

At 10:15, I wanted to leave because I had to go to work, and I waited already for 45 minutes, but I said to myself: "I am paying already for this procedure, and I don't want to come to this place again. I will wait for a little more." At 11:00, I had to leave. Waiting for an hour and a half was more than enough. I approached the receptionist again and asked her " Why am I waiting for that long? It is 11.00 now and my appointment was at 9:30. What is the point of making appointments if I have to come here on time and wait for hours? She didn't respond to me. Here I used my phone to record what was going on for the sake of documenting that I went to the office to do the procedure they charged me for and they kept me waiting for an hour and a half without providing any service to me. They told me "You can't record us" I told them "I do have the right to record and document the treatment I got here". They asked me to leave the office, and called - I am not sure whether it was the police or security for me. I waited outside the office waiting for the Police or security to show up, but they didn't. I called the police myself, and explained to them what happened, and the police informed me that I had the right to record as long as I was not hiding a camera or was recording confidential documents or info.

In summary:

1. They misrepresented the whole thing about the credit account to me (They told me just sign to check if I am qualified). Once again, I realize that it was my mistake after all, but I also believe that the method was decisive and cheep.

2. They charged me more than they should.

3. When I was trying to get clarification from them when I received the bills without doing the procedure, it took me over 2 weeks until I finally got an answer and it was through the (Lending Club Patient Solution).

4. When I decided to do the procedure and made an appointment, they showed disrespect to me, and kept me waiting for an hour and a half without providing any service.

5. When I tried to record a video of me at the office stating that I had been waiting from 9:30 till 11.00 in order to document my experience with them, they asked me to leave. I was late to work because of what happened. I missed a couple hours at work in vain. My boss was mad at me, and I got a disciplinary action.

All my experiences with that office were terrible. There is NO WAY I can deal with or do any business with them again.

When I called the Comenity Capital bank on the same day, they told me that they put my account under dispute. and when I called they today to check if there is any updates, they told me that I need to contact the dental office!!!!

They wasted my time, energy, and money (Transportation and work pay). and they asked me to leave their office when I was trying to document the treatment I got there; and I got a diciplinary action at work because of them, and the Comenity Capital Bank, still believes that I should contact them. I do demand a full refund of my account balance.

Sincerely* ******* *****

Desired Settlement: Issue me a full refund as I have not received the service I have been charged for, and there is NO WAY, I can do the procedure with that dental office after all the terrible experiences I had with them

Business Response:


Dear ******* ******

We have received the complaint regarding the above-referenced account. Comenity Capital Bank issues
Lending Club Patient Solutions credit accounts, and we are here to help with your account-related questions.
Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the
opportunity to respond to your concerns.

In reviewing the complaint, the Bank understands that you visited the dental office on December 7, 2015, to
have a tooth extracted and a crown put in. You further state that you were advised that the stainless steel
crown would not last long and were advised that you needed a porcelain crown, which was not covered by your
health insurance. You expressed that the cost for the porcelain crown was too much for you; however, the
dental office offered you a payment option through the Lending Club Patient Solutions account. You advised
that you were not interested in an account; however, you signed a form to authorize the dental office to check if
you qualified for the account. Furthermore, you state that you did not realize an account was opened until you
received a billing statement. You further state that you did not receive any of the services you have been
charged for and are requesting a full refund. We apologize for any frustration or inconvenience this situation
may have caused you.

Our records indicate that the Lending Club Patient Solutions account was opened on December 7, 2015, in the
name of ******* ****** On December 8, 2015, a purchase of $1,000.00 posted to your account. This
purchase was placed on a 12-month waived interest, equal payment required, plan set to expire December 8,
2016. Purchases on this plan will accrue interest, but the interest will not be added to the account if the
purchase is paid in full before the end of the promotional period. The customer is required to make equal
monthly payments during the promotional period. For example, if the customer’s purchase is $1,200.00 and
the plan lasts for 12 months, the customer is required to make an equal payment of $100.00 each month.

Please be advised that Comenity Capital Bank and *** ****** ********’s dental office are separate entities.
The Bank is responsible for addressing questions related to the Lending Club Patient Solutions account, while
*** ****** ********’s dental office is responsible for addressing concerns regarding treatments, charges, and
refunds

The Bank has reached out to the dental office and have been advised that no refund is due as all services were
rendered. I have enclosed a copy of the agreement for your review.

Comenity Capital Bank has not found any errors and find the balance to be valid.

As of the date of this letter, the balance on your account is $827.00

We hope the information provided is helpful. Should you have any additional questions or concerns regarding
this letter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy
to assist you.

Sincerely,
Jenny W****

Consumer Response:


1. The cost of the procedure (porcelain crown) should be $866.00. the dental office earlier (before I go to do the procedure) admitted that there is an error, and they promised to correct it, but they didn't.

2. You completely discarded the other part of the issue. I realized that I agreed to open the account and make the procedure with them. so I made a payment of $173.00 on 02/08/2016, and contacted the dental office one the same day to schedule an appointment for 02/18/2016 at 9:30 to do the procedure they charged me for (the porcelain crown) . When I called the office to make the appointment I asked them how long the procedure would take in order to manage my schedule at work. They answered me "from 20 to 30 minutes." I arrived around 9:15 AM and signed. I can prove what time I arrived and signed. They kept me waiting until it was 11.00 AM without providing any service or even an explanation or excuse or what time they would serve me. The people who were sitting at the waiting room by the time I arrived, entered and finished, and other people who came after, they entered also and finished, and I was just waiting. I tried to approach the receptionist twice during these 90 minutes, and she told me that I would enter, and I had just to wait.

At 10:15, I wanted to leave because I had to go to work, and I waited already for 45 minutes, but I said to myself: "I am paying already for this procedure, and I don't want to come to this place again. I will wait for a little more." At 11:00, I had to leave. Waiting for an hour and a half was more than enough. And I had no idea for how long they wanted me to wait. Maybe for 3 or 4 hours! I don’t know. I approached the receptionist again and asked her “Why am I waiting for that long? It is 11.00 now and my appointment was at 9:30. What is the point of making appointments if I have to come here on time and wait for hours?” She didn't respond to me. Here I used my phone to record what was going on for the sake of documenting that I went to the office to do the procedure they charged me for and they kept me waiting for an hour and a half without providing any service to me. They told me "You can't record us" I told them "I do have the right to record and document the treatment I got here". They asked me to leave the office, and called - I am not sure whether it was the police or security. I waited outside the office waiting for the Police or security to show up, but they didn't. I called the police myself, and explained to them what happened, and the police informed me that I had the right to record as long as I was not hiding a camera or was recording confidential documents or info.

As part of the agreement on my credit account with you, it states:

If you are dissatisfied with the goods or services that you have purchased with your credit card, and you have tried in good faith to correct the problem with the merchant, you may have the right not to pay the remaining amount due on the purchase.To use this right, all of the following must be true:


1. The purchase must have been made in your home state or within 100
miles of your current mailing address, and the purchase price must have
been more than $50 . (Note: Neither of these is necessary if your purchase
was based on an advertisement we mailed to you, or if we own the company
that sold you the goods or services.)


2. You must have used your credit card for the purchase. Purchases made
with cash advances from an ATM or with a check that accesses your credit
card account do not qualify.


3. You must not yet have fully paid for the purchase.


If all of the criteria above are met and you are still dissatisfied with the
purchase, contact us in writing at: Comenity Capital Bank PO Box 182620,
Columbus, Ohio 43218-2620.

When I called the Comenity Capital bank on the same day, they told me that they put my account under dispute. and when I called them about a week later to check if there is any updates, they told me that I need to contact the dental office!! I contacted them several day ago, they told me that the account has been put on dispute. Every time I contact you, someone would tell me something different. Frankly, I am done with that.

I can prove that I didn't do the procedure, and missed a couple hours at work in vain. My boss was mad at me, and I got a disciplinary action. They wasted my time, energy and money (work pay and transportation).

When I contacted them after this incident asking whether they would issue me a refund as they failed to provide the service they charged me for in the appointment scheduled, they refused and told me that “Schedule another appointment" as nothing had happened and as it was my mistake that they failed to provide the service in appointment scheduled! 

It is none of my business what they claim that they made the crown already. I made an appointment to receive the service they already charged me for, and they failed to provide the service in the scheduled appointment. Moreover, they caused me harm. It’s my right by law to get a refund as the service provider failed to provide the service they charged me for in the time scheduled to provide the service. There is NO WAY I can deal with or do any business with them again. And it’s my right by law. You can’t tell me that I have either to pay for a service I didn’t receive, or try again to go and get the service, as it was my mistake that they didn’t respect the appointment, and failed to provide the service.

Let’s say you made a reservation at a restaurant and asked them to prepare some special kinds of food, and you went on time, and they kept you waiting for an hour and half beyond your appointment, and when you decided to leave, and asked for a refund, they tell you, “make another reservation and come again!”

And according to the agreement on my credit account, you are under obligation to investigate whether I have received the service or not, and why. I can prove what time time my appointment was, as well as what time I arrived at their office, and what time I left (without receiving any service). I am going to contact you in writing. And I am not going to make payments for a service that I didn’t receive, and I do demand a full refund of my balance. I will bring the whole matter before a court of law to guarantee that I get my money back, should you failed to issue me a refund.

Regards,******* *****

3/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In Novermber 2015 I returned a sweater that I bought from Blair.com for which I paid the shipping through USPS and I obtained a tracking number. A few weeks later I received a bill from Comenity-Blair (ComenityBank) for the amount of the merchadise. I called Blair customer service after checking the tracking number and verifying that they had received the merchandise. Blair customer service admitted to having received the returned mechandise but demanded payment anyway of around $48.00. They started charging me late payments fees after they had already received the returned merchandise. The original payment for the merchadise was $57.98. I told them that I would not pay for something I had return. Since then I have been receiving bills from Comenity-Blair for payment and each month the payment is higher. This month it is up to $87 plus dollars. I have been emailing Blair/Comenity Bank through their website since I first spoke to the woman at Blair customer service . I told them that I did not owe anything since I had returned the merchandise. They wrote back and said it was for shipping charges. I paid both for the merchandise to be shipped to me as well as shipping it back and I told them so. They wrote back to say they were sorry and that I owed $10.98 for shipping so I paid them the $10.98 that they said I owed them, but things have gotten worse. They have started harrising phone calls and they have increased the charges without even applying the $10.98 that I paid them. I have proof of payment through my bank. This month I received another email from them stating that if I didn't write to them by U.S. mail within 60 days of their first bill which I believe was back in December I gave up my "legeslation" rights. This is obiously a threat trying to intimidate me. I have written them a letter which I am mailing out today. They have a P.O. box so I cannot get a return or signed receipt only a tracking number. I believe Comenity-Blair is trying to extort money from me. Therefore, I am placing this complaint against them so they will stop sending me bills for something I do not owe. I believe this is a dangerous entity which should be prosecuted for their wrongful billing practices. They are charging more and more each month. When I placed my order online, I believe Blair and Cominety Bank arw one in the same entity who pretend to be two different entities, because when I send emails through the supposed Blair website account it is Comenity Bank that responds. In any case I have also filed a complaint to the BBB in western PA where Blair is located. I have also contacted my local Sherrif's office who told me to contact you. I have contacted the FBI and the Attorney General's office in San Antonio Texas where their bills originate regarding Comenity Bank and placed a complaint,, but I have not received any replies from them. Thank you so much for your prompt attention to this matter. Please feel free to contact me with any questions or to let me know how soon it will be resolved.

Desired Settlement: I do not want to receive any more bills from Comenity-Blair/Comenity Bank or any more harrasing phone calls.

Business Response:

Dear Ms. **************

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues BLAIR® credit card accounts, and we are here to help with account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

You state that you purchased a sweater from Blair.com, and in November 2015 you paid to return the sweater through the post office.  A few weeks later, you received a billing statement from the Bank for the amount of the merchandise.  You further state that you called Blair customer service after checking the tracking number and verifying that the merchandise was received, and although customer service acknowledged the return, they demanded payment of $48.00.  You told them that you would not pay for something that you have returned.  You have been emailing the Bank through the website and you were told that you owe $10.98 for shipping, and although you made a payment of $10.98, things have gotten worse, you have been receiving harassing phone calls, and you are being charged more and more each month.  You are requesting for the telephone calls to stop, and for the balance to be adjusted.  We sincerely apologize for any inconvenience or frustration this matter may have caused you. 

Please understand that Comenity Capital Bank and Blair are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to BLAIR® credit card accounts, while Blair is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. 

Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling.  When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded.  Additionally, if you use the provided Smart Label for the return, your account is billed $9.99 for the cost of the return shipping.

We contacted Blair, on your behalf, regarding your complaint.  On March 9, 2016, they issued credits totaling $10.98 to remove one Smart Label fee, and shipping and handling fee.  In the interest of customer service, the Bank issued credits totaling $87.58, to remove the previously assessed late fees and finance charges.  All credits have posted and brought the account to a credit balance of $10.98.  Per your request, a refund check of $10.98 was issued on March16, 2016.  Please allow 14 days to receive the refund check, as it is being sent by a separate mailing.

The above-referenced account was closed, per your request, on March 16, 2016.

Notification has been sent to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the BLAIR® account, from your credit bureau report.  Please allow the credit-reporting agencies 45 days to update this information in their records.   

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 attempt to communicate is successful.   

Please be assured, we have updated the telephone number ending in **** so that you no longer receive telephone calls from the Bank.  All calls should have ceased by this time.

       

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Laura R******

3/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a root canal done June or July 2014 at my dentist office ****** ** ********** and Comenity Bank agreed to pay the whole thing of 1000. However I paid them up front 100.00 towards this 1000. The agreement was that I pay range of 87 to 90 dollars a month to every month for repayment. However I haven't been able to pay this amount towards this bill and they been charging me interest which brings my bill now to 1140.05 per this this threatning letter I recieved. I have been making small payments 5.00 to 10.00 towards my bill to show good faith. I work part time and I'm barely able to pay my rent and other mandatory bills every month. I just graduated from college and I'm in search of a fulltime job and I'm waiting to file taxes so once I file taxes what I get back I want to be able to pay them off. Comentiy Capital Bank has been calling me everyday mutiple times a day, sending me threatning letters and emails. I feel very harrassed by them. Comenity Captal Bank wants me to pay 500.00 to bring my account current and I just don't have it at all and they do not want to make payment arrangements with me that I can afford. I would like to continue my small payments until I find a fulltime job and get a tax refund from filing my taxes so I can pay them the normal payments agreed upon.

Desired Settlement: That Comenity Capital Bank will work with me and accept the small payments until I find a fulltime job and get my tax refund money to pay them off and stop the harrasing threatning emails, calls and letters.

Business Response:


Dear ****** ****

We have received a complaint regarding the above-noted account. Comenity Capital Bank
issues Lending Club Patient Solutions credit accounts, and we respond to all account-related
concerns. Your complaint, addressed to the Better Business Bureau, was forwarded to my
attention, and I appreciate the opportunity to assist you.

In your complaint, you state that you had a root canal done and used your Lending Club Patient
Solutions credit account to finance the procedure. Furthermore, you state that your minimum
payments were about $87.00 to $90.00 a month; however, you were unable to make those
payments and interest has been assessed to your account. You further state that you have
been receiving collection calls and would like them to stop. You are requesting that the Bank
work with you and accept the small payments until you are able to afford the normal minimum
payments. We understand your concerns and apologize for any inconvenience or frustration
this matter may have caused you.


Please note, when the Bank’s records show that the minimum payment due has not been
received by the due date on an account; we will make attempts to contact the accountholder
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 the customer until our attempt to communicate is successful.


We have reviewed your account, and we have updated the account to ensure that you are no
longer called on the telephone numbers ending in 1809, 9539, and 2313. However, you remain
responsible for the balance on the above-referenced account. Please keep in mind that the
Bank may contact you by mail or service of court filing.


Our records indicate that on May 26, 2015, a purchase of $1,000.00 posted to your account and
was placed on a 12-month waived interest equal payment required plan that was set to expire
on May 26, 2016. For purchases on this plan, the customer is required to make payments
based on the standard repayment terms for their account while on the plan. However, all
finance charges are waived during the promotional period, as long as the required monthly
payments are received. Additionally, if the balance is not paid in full by the plan end date, the
promotional plan balance is added to the customer’s revolving balance, where it will be included
in the normal revolving finance charge calculation. This information appeared on your monthly
billing statements, under the heading, “Details of your plans”. I have enclosed your billing
statements for your review.


Upon further review, our records indicate that a statement was issued to you on June 23, 2015,
indicating a balance of $1,000.00 and a minimum payment of $84.00 due by July 19, 2015. As
a result of the minimum payment not being made by the due date, a late fee was assessed to
your account.


Furthermore, for the months of August 2015, September 2015, October 2015, November 2015,
December 2015, and January 2016, a payment was either not received or did not meet the
required minimum payment; therefore, late fees and finance charges were assessed to your
account, per the Credit Card Agreement (CCA). I have enclosed the CCA for your review.
Bank records indicate that your account exceeded six consecutive billing periods past due and
was permanently closed, written-off, and reported to the national credit-reporting agencies as an
unpaid debt on January 24, 2016.


To discuss your payment options, please contact our Recovery team at ###-###-####
(TDD/TTY ###-###-####).


We hope this information is helpful. Should you have any additional questions or concerns,
please contact our Recovery team at the number provided above. They would be happy to
assist you.


Sincerely,
Jenny W****

Consumer Response:

I see per my bank records I have sent in so far a total of 145.00. I'm wanting to make 25.00 payments on my account until I can get this bill paid out in full. I called today to try and do this because I recently sent in a 5.00 payment and 100.00 payment to you all. However I had a rude and down right nasty represenative who would not want to work with me to do this because she stated my account is in default.  If you all could please work with me with this type of arrangement it would be much appreciated and you will see God bless you all and your company. I work part time and I'm struggling to pay all my bills. If you will not work with me on this then I will continue to pray to God about you all and send in as much as I can like I been doing recently until I can get the bill paid off. Also by the way what is my now total balance with and without acumlated fees against my 145.00 that I have paid?

Peace and Many Blesings!
****** ***

Business Response: Dear ****** ***: 

We have received a complaint regarding the above-noted account. Comenity Capital Bank 
issues Lending Club Patient Solutions credit accounts, and we respond to all account-related 
concerns. Your complaint, addressed to the Better Business Bureau, was forwarded to my 
attention, and I appreciate the opportunity to assist you. 

We have reviewed the account, and our records indicate that the Bank previously responded to 
this complaint on February 4, 2016. We have enclosed a copy of our previous response for 
your records. 

As stated in our previous response, please contact our Recovery team at ###-###-#### 
(TDD/TTY ###-###-####) to discuss your payment options. 

As of today’s date, your account balance is $1,066.50. 

We hope this information is helpful. Should you have any additional questions or concerns, 
please contact our Recovery team at the number provided above. They would be happy to 
assist you. 

Sincerely, 

Jenny W**** 

3/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My son was in pain and needed a several crowns. Told dentist could not afford it. Pressured into a credit card with Comenity Bank. My Smile Care acct# ******************** The bill was high and could not pay due to my engine going out in my vehicle. Had to replace my transportation and buy another used car. Took me several months to just come up with the $700 sales tax. None of this which is their fault. But I did recently send them a email along with a $200 payment 2 weeks after explaining my situation. I told them I would send them a payment. Which I did. And I would send more after I received my income tax refund. I told them I was a day sleeper I work 3rd shift. They continued to wake me and harass me even after I messaged them and made a payment. Threatening me with legal action. They said I could settle for 40% if I responded to a letter they send withing 30 days. I received this letter January 31 2016, so I thought I had 30 days. When reading it again, it said 30 days from when the letter was written. That date was January 7, 2016. I'm not sure why it took 3 weeks for me to receive it. Then not even 5 days later I get another letter threatening legal action. I am sure these collection practices are border line harassment. I get messages from private and unmarked numbers on my cell phone from them threatening legal action. And I also received a message from the same private number with just heavy breathing on my phone.

Desired Settlement: I would like to settle this with a billing adjustment and no further collection calls from them. I do not mind email correspondence or mail correspondence since I am a day sleeper. I have not contacted them by the phone because they are very intimidating and threatening. I am willing to settle for 30% since I do feel they did not read my letter and take my schedule in mind nor my situation. Their collection practices of delivering their settlement was sent 3 weeks after written only giving me 5-6 days to come up with the money. I would need at least 60 days to recover the funds even with the adjustment being I am a single mother with 2 dependents still living with me. Money is very tight and I have more going out than coming in. I have tried working overtime and still cannot make ends meet. I feel they have not been fair and beyond harassing with their practices.

Business Response:

Dear *** *****:

We received your complaint regarding the above-referenced credit card account. Comenity Capital Bank
issues My Smile Care credit accounts, and we respond to all account-related inquiries. Your complaint
addressed to the Better Business Bureau was forwarded to my attention, and I appreciate this opportunity
to respond to your concerns.

We understand that you are experiencing financial difficulty and you are waiting for your income tax to
make payments on your account. You are proposing a settlement of 30%. Furthermore, you are
requesting that the collection calls you are receiving stop. We apologize for any frustration or
inconvenience this may have caused you.

We have reviewed the My Smile Care account, and Comenity Capital Bank has updated the status of the
account to ensure that are no longer called on the telephone number ending in 9502, 4500 and 8378.
However, you remain responsible for the balance on the above-referenced account. Please keep in mind
that the Bank may contact you by mail or service of court filing.


Please be advised that the balance on your account is $2,014.27. In addition, on November 23, 2015,
your My Smile Care credit account was permanently closed, and reported to the national credit-reporting
agencies as an unpaid debt due to non-payment.

We are unwilling to accept your settlement offer as outlined in your complaint dated February 8, 2016.
At this time, we ask that you contact our Recovery Department at ###-###-#### to discuss a payment
plan.

We hope this information is helpful. Should you have any additional questions or concerns, please
contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist
you.

Sincerely,
Jenny W****

Consumer Response:

they have offered to settle with me at 40% before and they sent the letter 3 weeks late so I only had 3 days to respond.  I thought I had 30 days from the date of receiving the letter but upon reading it a day later...I only had 3 days. Because the letter was dated the first half of the month and I got it 3 weeks later.  This is a horrible practice, to send a letter 3 weeks from the date and expect someone to have time to respond.  If they offered me 40% settlement before then they can offer me a settlement again.  I would be willing to negotiate 35-40%.  I still have the original letter if you need proof of this.  Plus the harassing calls during my sleep time were requested by email (which I also have) to stop and they continued, costing me sleep and stress.  This letter is just a further notice of legal pursuit, which it would be in both our best interest to settle.

Regards,

Gay C****

3/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spent over $6000 dollars with a financing package with Comenity Bank on behalf of American Laser skincare. I put my American Laser Skingcare package on hold while I was pregnant, but I wasn't able to put my payments on hold. I fully paid for my packages, and I am looking for a refund because they closed while I had my package on hold. Looking for a refund...

Desired Settlement: I would like a refund for the money that was paid.

Business Response: Dear **** ******* 

We received your complaint regarding the above-referenced account. Comenity Capital Bank 
previously issued American Laser Skincare credit accounts, and we are here to help with your 
account-related questions. Your complaint, addressed to the Better Business Bureau, was 
forwarded to my attention, and I appreciate the opportunity to respond to your concerns. 

We understand your frustration because American Laser Skincare went out of business and you 
are not able to pursue obtaining services; however, we are only able to help your with your 
American Laser Skincare credit card account. 

We resolved your dispute in accordance with the dispute provisions of your credit card 
agreement, which are also outlined in the Billing Rights Summary contained in your monthly 
billing statements. Specifically, we refer you to the following section: 

What To Do If You Think You Find A Mistake On Your Statement 
If you think there is an error on your statement, write to us at: Comenity Capital Bank, 
PO Box 182620, Columbus, Ohio 43218-2620. In your letter, give us the following 
information: 
? Account information: Your name and account number 
? Dollar amount: The dollar amount of the suspected error 
? Description of Problem: If you think there is an error on your bill, describe what 
you believe is wrong and why you believe it is a mistake 

You must contact us within 60 days after the error appeared on your statement. 
You must notify us of any potential errors in writing. You may call us, but if you do we 
are not required to investigate any potential errors and you may have to pay the amount 
in question. 

While we investigate whether or not there has been an error, the following are true: 
? We cannot try to collect the amount in question, or report you as delinquent on 
that amount. 
? The charge in question may remain on your statement, and we may continue to 
charge you interest on that amount. But, if we determine that we made a mistake, 
you will not have to pay the amount in question or any interest or other fees 
related to that amount. 
? While you do not have to pay the amount in question, you are responsible for the 
remainder of the balance. 
? We can apply any unpaid amount against your credit limit. 


Your Rights If You Are Dissatisfied With Your Credit Card Purchases 
If you are dissatisfied with the goods or services that you have purchased with your 
credit card, and you have tried in good faith to correct the problem with the merchant, 
you may have the right not to pay the remaining amount due on the purchase. To use 
this right, all of the following must be true: 

1. The purchase must have been made in your home state or within 100 miles of your 
current mailing address, and the purchase price must have been more than $50. 
(Note: Neither of these is necessary if your purchase was based on an 
advertisement we mailed to you, or if we own the company that sold you the goods 
or services.) 

2. You must have used your credit card for the purchase. Purchases made with cash 
advances from an ATM or with a check that accesses your credit card account do 
not qualify. 

3. You must not yet have fully paid for the purchase. 

What this means for you is, if your dispute was submitted more than 60 days after the first billing 
statement on which the disputed charge appeared and you have fully paid for your purchase, 
you are not eligible to receive a credit or refund. 

We apologize for any inconvenience this matter may have caused your client. Should you or 
your client have any additional questions or concerns, please contact me at ###-###-####, 
ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you. 

Sincerely, 

Jenny W**** 

3/21/2016 Billing/Collection Issues
3/21/2016 Billing/Collection Issues
3/21/2016 Billing/Collection Issues
3/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company has issue me a credit card called Orbitz Rewards ending in ****. They have embarrassed me many times when my authorized user and I have tried to utilized the card nationally and internationally in the presence of people at various stores. They have blocked the card without notification and this was not issued in the terms and conditions that were sent to me. Also. they have failed to issue me credits that are due to me because of items that I returned to the stores and orbucks that they owe me and disputes.

Desired Settlement: They need to issue me all refunds immediately.

Business Response:


Dear Ms. *****:


Thank you for your complaint, addressed to the Better Business Bureau, regarding the above-noted
account. Comenity Capital Bank issues Orbitz Rewards Visa@ credit card accounts, and we respond to
all account-related questions. Your complaint was forwarded to my attention, and I appreciate this
opportunity to assist you.


We understand your concerns with regard to your credit card being declined when used nationally and
internationally. You also state that we have not issued you the credit for returned purchases and
disputes, nor have you received bucks that you have earned.


Bank records indicate a letter was mailed to you by Comenity Capital Bank dated August 3, 2015; this
letter was mailed to you due to not receiving all of the details regarding your dispute. On November 19,
201 5; we mailed you an additional letter asking for more information. It is important for you to fill out the
form completely and mail it as soon as possible. This form is required to protect your sights as a
consumer and grants us the right to dispute this directly with the merchant on your behalf.


I have attached an additional form for you to complete, once it is received we will send you a letter
advising you the dispute is in process. Please allow up to 60 days for Comenity Capital Bank to complete
your dispute.


Additionally, please understand that Comenity Capital Bank monitors account activity. If we see unusual
activity on your account, the account may be temporarily blocked, until we can verify the activity is valid.
We always recommend calling to inform us of any travel plans, nationally and internationally, to avoid
your credit card from being blocked. We apologize for any frustration or inconvenience this may have
caused you and hope that this can be avoided in the future.


Please be advised that the Orbitz Rewards Program is operated by Orbitz. If you have any questions
regarding orbucks, please reach out directly to Orbitz via the website to chat with a travel agent.
Should you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY
###-###-####). I will be happy to assist you.

Sincerely,


Rosa M******

 

Consumer Response:

This company is false. I have filled out those forms several times, they have issue me credits  when I talk to them over the phone, and then they re debit the account. They are not truthful. I have filed claim for poor services which they issue the credits then they reapply the amount back to my account after they receive the forms. I have filled out those for four  4 times in the past.
Regards,

******** *****

Business Response:

Dear Ms. ******

We received your additional complaint, addressed to the Better Business Bureau, regarding the above-noted account. Comenity Capital Bank issues Orbitz Rewards Visa credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate this opportunity to assist you.

We understand from your additional complaint that you have filled out our form various times and you have not been able to resolve your dispute.

We previously received and responded to your correspondence submitted to Comenity Capital Bank regarding this same matter. Bank records indicate we have received the dispute form twice, and both times we have requested important information that was missing.

On July 24, 2015, we issued your account provisional credits in the amount of $328.72, for a disputed purchase, and on August 3, 2015, a finance charge credit in the amount of $5.55 was applied to the account while we investigated your dispute. Also on August 3, 2015, we mailed you a letter asking for additional information to properly submit your dispute. Due to not receiving all of the dispute information, the provisional credits were reversed on September 18, 2015, and debited back to your account.

On November 19, 2015, we issued you a second letter requesting additional information for your second dispute, since the dispute had been reopened. The information that was requested was the scheduled checkout dates for your reservation. Also, were any of the services included in your charge, if so please provide full details.  Any documented attempts to contact the merchant for a resolution after the date of the expected service and provide the merchant’s response to your attempt include the exact date the contact was made to the merchant. On November 19, 2015, we issued your account a provisional credit in the amount of $328.72. On January 16, 2016, the provisional credit was reversed due to not receiving the necessary information that was requested to complete the dispute.

As previously mentioned in my first response, if the form is not complete we are unable to dispute directly with the merchant. Please take some time to completely fill out the form, so that we can properly dispute the charge with the merchant.

Should you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Rosa M******

3/18/2016 Billing/Collection Issues
3/15/2016 Billing/Collection Issues
3/14/2016 Billing/Collection Issues
3/14/2016 Billing/Collection Issues
3/14/2016 Billing/Collection Issues
3/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have repeatedly been called by this business anywhere from 3-10 times per day. I have told them over and over that I do not have an account with them. I have told them NOT to call me and they still do. I would like for them to cease all phone calls to my home.

Desired Settlement: I want them to QUIT calling my residence. I have never furnished them with my home number for any reason.

Business Response:

Dear Ms. *****

We received  your complaint addressed to the Better Business Bureau. regarding the accounts referenced
above Comenity credit card accounts, aid we are here to assist you with all account-related questions or concerns. I appreciate the opportunity to respond to your concerns.


We understand from your complaint that you are receiving telephone calls from Comenity Bank. You have
advised that you do not have an account with the Bank, and you no longer want to be called by the Bank,
however, you are still receiving telephone calls from the Bank. You would like these telephone calls to cease.


Per your request, a "cease and desist" status has been placed on the above referenced accounts. This cease
and desist request will stop all future collection calls, but it will also suspend authorizations for new purchases
on all of your accounts 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 accounts may be
changed at any time by contacting us again in writing at the below address:


Comenitv Bank
P.O. Boxi82273Columbus, OH 43218-2273

When our records show an account as delinquent, we will make attempts to contact the customer regarding the

status of the account. Many times payments are overlooked by the customer, and a reminder call is helpful to
bring the account back to a current status. Due to potential negative ramifications for our customers if an
account remains delinquent, we may call until our attempt to communicate is successful. These attempts may
be made for each account that is delinquent.Please find a summary of the above-referenced accounts that were opened in the name of ********** ****


The Roaman's@ account was opened on December 12. 2015. The last purchase of $61.99 was made on
January 14, 2016, and no payment has been made to thl$ account. As of the date of this letter, the account
balance is $1.116.99 with a minimum payment of $100.00 due by March 2. 2016 The account is one bllllng
perlod past due.


The Bedford Fair Apparei account was opened on December 4,2015. The last purchase of $246.93 was made
on December 11, 2015, and no payment has been made to this account. As of the date of this letter, the
acwunt balance is $526.30 with a minimum payment of $51.00 due by March 2, 2016. The account IS one
billing period past due.


The BrylaneHome@ account was opened on November 22.2015. The last purchase of $216.94 was made on
December 1. 2015, and no payment has been made to this account. As of the date of this letter, the account
balance is $882.04 with a minimum payment of $115.00 due by March 2. 2016. The account is two billing
perlods past due.


The chadwicks" account was opened on December 5. 2015. The last purchase of $239.92 was made on
January 18. 2016, and no payment has been made to this account. As of the date of this letter, the account
balance is $720.50 with a minimum payment of $75.00 due by March 2, 2016. The account is two billing
periods past due.


The Eddie Bauem account was opened on December 11. 2015. The last purchase of $87.40 was made on
December 14. 201 5. and no payment has been made to this account. As of the date of this letter. the account
balance is $256.79 with a minimum payment of 538.00 due by March 2, 2016. The account is one billing
period past due.


The Full Beauty account was opened on November 26, 2015. The last purchase of $59.99 was made on
December 9, 2015, and no payment has been made to this account. As of the date of this letter, the account
balance is $1,054.57 with a minimum payment of $135.00 due by March 2. 2016. The account is two billing
periods past due.


The Gander Mountain Mastercard account was opened on December 5.201 5. The last purchase of $360.00
was made on December 17. 2015. and no payment has been made to this account. As of the date of this
letter, the account balance is $1,070.25 with a minimum payment of $89.00 due by March 2, 2016. The
account is two billing periods past due.


The Jessica London@ account was opened on November 25,2015. The last purchase of $32.98 was made on
December 31. 2015, and no payment has been made to this account. As of the date of this lener, the account
balance is $322.24 with a minimum payment of $45.00 due by March 2, 2016. The account is two billing
periods past due


The KingSizeE acwvnt was opened on December 12. 2015. The last purchase of $17.00 was made on
February 11. 2016, and no payment has been made to this account. As of the date of this letter, the account
balance is $930.43 with a minimum payment of $85.00 due by March 2, 2016. The account is one billing
period past due.


The rnaurices account ending in 0142 was opened on December 5, 2015. The last purchase of $289 98 was
made on December 6, 2015, and no payment has been made to this acwunt. As of the date of this letter, the
account balance is $357.87 with a minimum payment of $50.00 due by March 7, 2016. The account is two
billing periods past due.


The maurices account ending in 6539 was opened on September 6. 2014. No purchases or payments have
been made on this account.


The Old Pueblo Traders account was opened on December 1,2015 The last purchase of $127.59 was made
on February 13. 2016, and no payment has been made to this amount. As of the date of this letter. the
account balance is $1.059.50 with a minimum payment of $107.00 due by March 2. 2016. The account is two
billing periods past due.


The Woman Within@ account was opened on December 4, 2015. The last purchase of $34.99 was made on
February 3, 2016, and no payment has been made to this account. As of the date of this letter, the account
balance is $1.218.40 with a minimum payment of $125.00 due by March 2. 2016. The account is two billing
periods past due.


Should an account exceed six consecutive billing periods past due, the account will be permanently closed.
written-off, and reported to the national credit-reporting agencies as an unpaid debt. This information could
remain on your credit report for up to seven years.


This card is issued by Comenity Bank pursuant to a license by Mastercard lmernalional Incorporated. Mastercard Is a registered
trademark of Mastercard Internatsnal Incorporated.


If you do not recognize these accounts, please contact our Account Protection (Fraud) team directly at ###-###-####


I hope you find this information to be helpful. If you have any further questions, please contact me at #######, e xt. ******* TDD/TTY ###-###-####). I will be happy to assist you.
Sincerely.

3/8/2016 Billing/Collection Issues
3/8/2016 Problems with Product/Service
3/8/2016 Billing/Collection Issues
3/8/2016 Problems with Product/Service
3/8/2016 Billing/Collection Issues
3/7/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am on Social Security Disability and this means I am on a fixed income. Every month when I get paid I immediately pay all my bills. So Dec 30, 2015 I got paid and I made my payment to Paypal Credit. After a couple of weeks I noticed that my account still said "payment due Jan 27th" so I emailed Paypal Credit through their message system and let them know that I had already made the payment and asked why it was not showing it as paid. I received no response from them. Around the 27th I noticed my payment still had not been applied to my account (it had been received and processed but not applied to my monthly payment) so I tried emailing them again. This time I was told my payment was made before the new billing cycle and was considered late and they were charging me a late fee on top of all of it! This is outrageous! I have never ever heard of anyone not applying your payment (regardless of when it was made) to your monthly payment due. After arguing with them and getting absolutely no where....they finally said they had removed the late fee; the payment I made on Dec 30th still would not count towards January's payment; and that my payment was due immediately. So, I had to pay it whether I wanted to or not and being on a fixed income it totally screwed up my budget for the month. Then on top of all that they had NOT removed the late fee (like they had said) so I got to pay that also! They finally removed the late fee later (AFTER I paid it of course). I do not appreciate being screwed like this. I went above and beyond to make my January payment on time and this is how Paypal credit treats me. I am furious!

Desired Settlement: Paypal needs to 1) apologize for jerking me around 2) apply my payments to January; February; AND March (since I ended up having to make several payments plus a late fee); 3) correct my account so it shows that I was NOT late on my payment.

Business Response:


Dear Ms. ******

We received the complaint you sent to the Better Business Bureau regarding PayPal
Credit. Your correspondence was fowarded to Comenity Capital Bank. The PayPal
Credit product is issued by Comenity Capital Bank and serviced by Bill Me Later, Inc.
PayPal Credit is a payment option made available by many merchants to their
customers.

Your complaint states you made a payment to PayPal Credit on December 30, 2015;
however, your account still reflected a minimum payment due on January 27. You state
you contacted PayPal Credit via email, but did not receive a timely response. You were
later advised since your payment was made before your account cycled, you still had a
minimum payment due, and a late fee was assessed to your account. You are
requesting PayPal Credit apply your payments to your January, February and March
minimum payments and update your account to reflect no payments were made late.

Your statement dated January 2, 2016 shows your payments of $28.00 dated
December 3, 201 5 and $30.00 dated December 31, 201 5. This statement also shows
your ending balance of $1,230.46 and your minimum payment requirement of $27.00
due by January 27,2016.

On January 24, 2016, you sent an email to PayPal Credit and inquired why your
minimum payment was still due. At this time, an automated response was emailed to
you. This response was not sent to you by a representative, but by our system in an
attempt to provide you with some immediate information that may assist in answering
questions within the category you chose. These automated responses are sent as a
courtesy because a custom response from a representative may take longer to get to
you. However, if any automated message sent does not address your specific question,
you only need to send a brief reply as explained in the e-mail and any additional
questions will be researched by our representatives.

On February 2, 2016, you sent a follow-up email to PayPal Credit stating you made
your January payment on December 30, 2015, and requested for your account to be
updated. PayPal Credit replied and advised that your account cycles on the 2nd of each
month and, "Any payments or purchases made on or before that date are applied to the
closing cycle..+your payment was applied to the billing cycle that closed on 1/02/2016."
The email also advised, "...We can reimburse your $30.00 payment if you wish. Once
your payment shows as completed within your PayPal transaction history, please call us
at ###-###-#### ... and one of our Customer Service teammates will advise how the
reimbursement process works." On February 3, 2016, PayPal Credit received your
email requesting the late fee be waived. PayPal Credit replied and advised that one
$25.00 late fee had been waived.

Upon receipt of your present complaint, your account was reviewed and it was
confirmed your payments were applied correctly according to the PayPal Credit Terms
and Conditions, which you accepted and agreed to when you opened your account.
The Terms and Conditions state, in part, "If you pay more than the Minimum Payment
Due in any Billing Cycle, you still must make the Minimum Payment Due the next Billing
Cycle."

Your payment of $30+00 was received on December 31, 2015, before your account
cycled on January 2, 2016. PayPal Credit is unable to apply this payment to your
minimum payment that was due on January 27,2016; however you can request for your
$30.00 payment be refunded to you. PayPal Credit is also unable to apply a portion of
the $76.00 payment received February 3, 2016, toward your March minimum payment
due because PayPal Credit cannot apply early payments to the minimum payment due
in the following billing cycle. Early payments are considered "prepayment" and don't
change your obligation to make the minimum payment due the each billing cycle.

Please note your account cycles on the 2nd of each month and your minimum payment
due is required by the 27th of each month. To request a change in your due date, or to
request a payment refund, please contact customer support at ###-###-####.
As of February 16,2016, your account is open with a balance of $ 1,170.20.

We hope this letter explains and resolves this matter.

Sincerely,

Christina W********

Consumer Response: Paypal Credit is trying to screw me over. I made my payment for Jan on Dec 30th. They refused to apply it to my payment forcing me to not only make a double payment BUT py a late fee when the payment was NOT late!

Regards, ******* *****

3/4/2016 Problems with Product/Service
3/2/2016 Billing/Collection Issues
3/2/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased packages for treatments from American Laser Skincare through Comenity Capital Bank. American Laser Skincare closed and filed for bankruptcy before I could complete my treatments. I purchased one package on 2/21/14 for $2050.00 which I did not receive treatments for. I purchased treatments on 11/28/12 for $810.00 which I did not receive all treatments for. The same for a purchase on 12/28/12 for $526.37. Each of these purchases I made with an 18 month no interest agreement so I payed it off before the 18 months was complete. When I filed a dispute with Comenity they sent me a letter stating "Because my dispute letter arrived more than 60 days after the first billing statement on which the disputed charge appeared, the amount subject to dispute is limited to your balance at the time we received the dispute letter. Since your account had a zero balance at the time your dispute was received, a credit for the disputed charge(s) will not be applied."

Desired Settlement: I would like to be reimbursed for the treatments I did not receive.

Business Response:

Dear ******* ******

We received your complaint regarding the above-referenced account. Comenity Capital Bank
previously issued American Laser Skincare credit accounts, and we are here to help with your
account-related questions. Your complaint, addressed to the Better Business Bureau, was
forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

You state in your complaint that you financed treatments from American Laser Skincare;
however, American Laser Skincare closed their offices. It further states that you are disputing
the amount of $3,000.00 for services not received. I understand the concerns mentioned in
your complaint and I apologize for any inconvenience or frustration this may have caused you.
We understand your frustration because American Laser Skincare went out of business and you
are not able to pursue obtaining services; however, we are only able to help you with your
American Laser Skincare credit account. As you noted in your complaint, you have fully paid for
the purchases you made at American Laser Skincare. We would like to remind you and refer
you to language in your Billing Rights Summary, which is disclosed within each of your billing
statements. Specifically, we refer you to the following section:

Your Rights If You Are Dissatisfied Wifh Your Credit Card Purchases
If you are dissatisfied with the goods or services that you have purchased with your
credit card, and you have tried in good faith to correct the problem with the merchant,
you may have the right not to pay the remaining amount due on the purchase. To use
this right, all of the following must be true:

I. The purchase must have been made in your home state or within 100 miles of
your current mailing address, and the purchase price must have been more than
$50.00. (Note: Neither of these is necessary if your purchase was based on an
advertisement we mailed to you, or if we own the company that sold you the
goods or services.)

2. You must have used your credit card for the purchase. Purchases made with
cash advances from an ATM or with a check that accesses your credit card
account do not qualify.

3. You must not yet have fully paid for the purchase.

Your situation does not meet the requirements set forth in your Billing Rights Summary. Since
you had already fully paid for the purchase at the time you submitted your dispute, you had no
remaining amount due that we can forgive. Thus, we are not able to provide you with a partial
refund for the services you claim were not rendered as you requested.

We apologize for any inconvenience this matter may have caused you. Should you have any
additional questions or concerns, please contact me at ###-###-####, ext. *******
(TDD/TTY ###-###-####).  I would be happy to assist you.

Sincerely,

***** *****

Consumer Relations Specialist

Consumer Response: I am not being reimbursed for treatments I did not recieve because I payed off the balance before I had to pay interest on it. I was a customer for over 8 years. I spent a lot of money on treatments and I should not loose money because I am responsible and payed off my balance before interest accrued. I could not go for treatments over the summer while in the sun so I couldn't use the package I purchased. This is terrible customer service and I do not feel I should be out over $2000.00 because a company went bankrupt. 

Regards,
******* *****

Business Response:

Dear ******* ******

We received your additional complaint regarding the above-referenced account. Comenity
Capital Bank previously issued American Laser Skincare credit accounts, and we are here to
help with your account-related questions. Your complaint, addressed to the Better Business
Bureau, was forwarded to my attention, and I appreciate the opportunity to respond to your
concerns.

We understand your frustration because American Laser Skincare went out of business and you
are not able to pursue obtaining services; however, we are only able to help you with your
American Laser Skincare credit account.

We resolved your dispute in accordance with the dispute provisions of your credit card
agreement, which are also outlined in the Billing Rights Summary contained in your monthly
billing statements. Specifically, we refer you to the following section (emphasis added):
What To Do If You Think You Find A Mistake On Your Statement

if you think there is an error on your statement, write to us at: Comenity Capital Bank,
PO Box 182620, Columbus, Ohio 43218-2620. In your letter, give us the following
information:

Account information: Your name and account number

Dollar amount: The dollar amount of the suspected error

Description of Problem: If you think there is an error on your bill, describe what
you believe is wrong and why you believe it is a mistake

You must contact us within 60 days after the error appeared on your statement.

You must notify us of any potential errors in Wing. You may call us, but if you do we
are not required to investigate any potential errors and you may have to pay the amount
in question.

While we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent on
that amount.

The charge in question may remain on your statement, and we may continue to
charge you interest on that amount. But, if we determine that we made a mistake,
you will not have to pay the amount in question or any interest or other fees
related to that amount.

While you do not have to pay the amount in question, you are responsible for the
remainder of the balance.

We can apply any unpaid amount against your credit limit.

Your Rights I f You Are Dissatisfied With Your Credit Card Purchases

If you are dissatisfied with the goods or services that you have purchased with your
credit card, and you have tried in good faith to correct the problem with the merchant,
you may have the right not to pay the remaining amount due on the purchase. To use
this right, all of the following must be true:

1. The purchase must have been made in your home state or within 100 miles of your
current mailing address, and the purchase price must have been more than $50.
(Note: Neither of these is necessary if your purchase was based on an
advertisement we mailed to you, or if we own the company that sold you the goods
or services.)

2. You must have used your credit card for the purchase. Purchases made with cash
advances from an ATM or with a check that accesses your credit card account do
not qualify.

3. You must not yet have fully paid for the purchase.

What this means for you is, if your dispute was submitted more than 60 days after the first billing
statement on which the disputed charge appeared and you have fully paid for your purchase,
you are not eligible to receive a credit or refund. Since you fully paid for the purchase at the
time you submitted your dispute, you had no remaining amount due that we can forgive.
We apologize for any inconvenience this matter may have caused you. Should you have any
additional questions or concerns, please contact me at ###-###-####, ext. ****** 
(TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

***** *****
Consumer Relations Specialist

2/29/2016 Billing/Collection Issues
2/29/2016 Billing/Collection Issues
2/23/2016 Problems with Product/Service
2/23/2016 Billing/Collection Issues
2/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is ripping me off with high interest rate that was not explained when I applied and was approved for their zales card. I have an account with **** ********** Podoga, and zales. All which are under this same company but didn't realize until I got my statement after six months of paying on time they hit me with an interest charge of more then $200 that pushed my account into the negative and because of that they lowered my credit limit also. So I called the customer service to find out why turns out the lady that helped me open the zales account left out that I would be paying over 20% in interest if I didn't pay off a certain amount by a certain time frame this is ridiculous my account with ******* ******* is not this horrible. Not only that used my zales card to buy a charm from podoga that the lady swore would never tarnish even though I said well it's brass over gold why not she said the process they used to make your charm it designed not to tarnish, but yet it is tarnish so I wasted $60 on this charm cause I can't take it back and the same goes for my wife's wedding ring from zales can't take it back so I'm stuck with a high interest rate. I wish I would have got my jewelry from ******* ******* instead now.

Desired Settlement: I want my money back on the tarnished charm from podoga and I will give them the charm back. I want my interest taken off and my account accredited for it and not have to pay interest at all.

Business Response:

           

Dear Mr. ********

We received a complaint from you, addressed to the Better Business Bureau, regarding the above-mentioned account.  Comenity Capital Bank issues Zales 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 your concerns regarding your credit limit being lowered due to the interest charges that posted to your account for your expired promotional plan and you would like the interest removed from your account and not have to pay any interest.  We also understand your concerns regarding your purchase of a charm that has tarnished and would like a refund.  We would like to apologize for any inconvenience these issues may have caused you.

On January 21, 2016, Comenity Capital Bank became the issuer of your account, and our records indicate that your credit limit is $1,700.00.  However, we have reviewed your previous billing statements and you were advised on your September 2015 billing statement, that your credit limit was decreased due to your credit performance.  For your records we have enclosed copies of your billing statements from May 2015 through January 2016.

Records indicate that a purchase of $1,200.00 was charged to the account on April 13, 2015.  The purchase was placed on a 6-month deferred interest, payment required promotion plan, scheduled to end on October 24, 2015.  As agreed at the time of purchase, no interest would be assessed to the account, should the balance be paid in full as of the scheduled ending date.  The information was provided on the first page of your billing statements issued by ********.  You were advised that the promotional balance must be paid in full to avoid paying deferred interest charges.  On October 24, 2015, as the balance was not paid in full, finance charges totaling $163.96 were assessed to the account.

The Bank is unwilling to make any adjustments for the previously assessed finance charges as the bank has not found any banking errors.  In addition, finance charges are assessed to your account as long as there is a revolving balance on your account.

Please note that Comenity Bank and Zales are two separate entities.  The Bank issues and is responsible for addressing questions related to the credit card account for Zales.  Zales is responsible for handling matters related to sales, merchandise processing, returns, warranties, refunds, and shipping.

Please be assured that we have contacted Zales on your behalf regarding a refund for the charm that was purchased.  We have been advised that Zales sent you a check for $75.00 for the charm.  The check should arrive in 10 business days.

We hope that you find this information helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,Ashley H*****

Consumer Response: They are still going to charger me over 20% interest on my zales purchase even though I was not aware of that hefty interest price or I would not have got my wife's wedding ring there I would have went to ******'s where the interest is much lower.

2/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Good morning, this week I received several letters from PayPal Comenity Bank stating my info had been compromised. An unknown individual has opened up an account and received merchandise under my maiden name (which is not my legal name) and my current address. I received 2 letters stating the attempt, 1 bill, and a letter stating to contact Paypal as there has been a potential fraud on my account. I do not have an account with them. I have called several times and initially was told that the account has been blocked and marked as fraud but to contact Equifax, & police dept which I did. I received a letter yesterday again stating to contact them regarding possible fraud and the representative stated the info I provided does not match and for me to mail in the letter stating this was fraud. I advised her that I had already had received verbal confirmation that this account had been blocked and flagged as fraud but she insisted I mail this in and could not assist me further. I do not believe anyone has my social security or date of birth but are using my current address and maiden name. I am finding no resolve w/ this company. I would like some confirmation that my best interest is being taken care of. I work too hard to have this company let my personal information fall through the cracks.

Desired Settlement: I would like confirmation that this account has been blocked and marked as fraud. Furthermore, Paypal has the address where the merchandise was delivered to. I would like this investigated. I have a police report from ******* * ***** **** @ the ***** Police Department report # ******** at ******** ***. Any help in this matter would be greatly appreciated. ******* ****** **** ******** ****** ****** ** ***** ###-###-####

Business Response:

Dear Ms. *******

We received the complaint you sent to the Better Business Bureau of Central Ohio
regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital
Bank. The PayPal Credit product is issued by Comenity Capital Bank and serviced by
Bill Me Later, Inc. PayPal Credit is a payment option made available by many
merchants to their customers.

Your complaint states you received several letters from PayPal Credit indicating your
information may have been compromised and that an account was opened under your
maiden name and current address. In addition, you called PayPal Credit and were
advised the information on the account does not verify to you. You are requesting
PayPal Credit provide you with confirmation that the account in your name has been
reported as fraud.

PayPal Credit's records reflect the letters you received were sent in connection with two
attempted transactions on January 14, 2016 and January 15, 2016, in the name *******
*****, using the address on your complaint. The personal information provided in
connection with the attempted transactions could not be verified and as a result, the
transactions were declined. The letters were sent to the address provided on the
transaction attempt saying "Your information could have been incomplete or inaccurate
or the circumstances may have suggested that the purchase was not made by you.".
Because they were declined, a credit bureau report was not pulled in connection with
these transactions. Additionally, PayPal Credit has confirmed that there are no
accounts open in your name or using your personal information.


If you feel you may have been a victim of identity theft, below are some steps we
suggest you immediately consider taking.

1. You can go to the Federal Trade Commission website on identity theft at
www.ftc.gov/idtheft. It contains additional information and refers you to resources that
could be helpful in dealing with your situation.

2. You have the right to place a fraud alert on your credit reports. A fraud alert tells
creditors to contact you before they open any new accounts or change your existing
accounts. To do this, you can contact any one of the consumer reporting companies
mentioned below. If you contact any one of them, the one you contact is required to
contact the other two to place an alert on their files as well.

Experian (TRW)         Equifax Options           Transunion Corp.
P.O. Box 2002           P.O. Box 740256          P.O. Box 6790
Allen, TX 75013         Atlanta, GA 30374        Fullerton, CA 92834
(888) 397-3742        (800) 525-6285           (800) 680-7289
www.experian.com     www.equifax.com         www. transunion.com

We hope this letter explains and resolves this matter.

Sincerely,
Christina W********

Consumer Response: Good evening, I recently sent a complaint regarding Comenity Bank/Paypal stating that I received some letters stating someone had items in my maiden name and used my address. Initially, I received several letters regarding the attempt and decline but eventually received a bill. I contacted this bank to resolve and they stated because they did my social security they could not help me. I received a letter in response to this complaint and it only acknowledged the attempts and provided no explanation as to why this is happening and no phone # to contact the author of the letter Christina W********. I would like an explanation as to what is going on as well as make it clear that I also received a bill. This response from Comenity bank provides no explanation or acknowledgment  and is furthermore unacceptable. I have a police report and have contacted all 3 credit bureaus.

thank you in advance,

******* ******
###-###-####

2/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 purses from what I thought was a Coach website that was advertised on Facebook. I tried to cancel the transaction when I found out the purses were coming from China. I received one purse and it was a knock off. I emailed the company and told them I wanted a refund on the purses I didn't receive. They so far have refused. I contacted Community Bank to help me resolve this issue because I used their Westgate credit card to purchase the purses. I want a refund on the purses I did not receive. They sent a letter saying I had to return the merchandise to the company and the company would refund me. Since I did not receive all of the merchandise I cannot send back what I did not receive and the merchant is not refunding me. I just received another letter saying I have to dispute this again with the bank. This has been going on for months.

Desired Settlement: I want them to charge back the merchant and credit my account for the merchandise that has never been received and what I sent back.

2/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

I had placed an order over the summer for an air conditioner and UPS didn't require a signature and let it sitting in plain sight on the front steps where it was stolen. I contact HSN Commnity Bank customer's service because after I ordered a computer, I was not given the interest free rate for using my card that I signed up for and in addition to that they unauthorized charges for the air conditioner. She said I would have to wait 2 to 3 months for them to open a case. When you see that the charges are not authorized they should have been removed instantly. I asked for a manager the call disconnected and no one ever called back. I am beyond frustrated to be charged for an item that I don't have.

It was purchase through the HSN online using my HSN credit card issued through Commentitiy bank. I'm not sure of there physical location. 

Desired Settlement: I want the charges for air conditioner that I don't have removed, I want all interest from the time I ordered the computer refunded and the 12 month interest free that I should have been given when I ordered the computer.

Business Response:


Dear ******* ***********

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

You state in your complaint that you placed an order over the summer for an air conditioning unit that did not require a signature at delivery. You state the item was placed in plain sight on your front steps; as such, the item was stolen, however it is being charged to your account. You further state the purchase of the laptop was not placed on the correct promotional plan; as a result, you are receiving finance charges. We understand your concerns, and sincerely apologize for any frustration or inconvenience this matter may have caused you.

Please understand that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible for addressing questions related to the credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shipping.

Bank records indicate on the November 11, 2015, billing statement, two purchases totaling $802.22 were applied to the revolving balance on the account. After careful review, we determined the amount in question belongs on plan 492-1: a 12-month deferred interest payment required plan. To correct this, we moved the purchase of the HP 15 Touch AMD QC 8 and the HPP Laptop 3 Year Repair Plan to the appropriate plan. Additionally, we have credited the previously assessed finance charges totaling $40.88.

On your next statement, you will see the charges in question moved from your regular payment plan to the appropriate promotional plan. As agreed upon at the time of purchase, no interest will be assessed to the account if the balances of your promotional plans are paid in full as of the scheduled ending dates, which will be provided to you on your next billing statement. For information about your promotional plans, please refer to the “Details of your plans” section on page two of your billing statement.

We contacted HSN on your behalf, in regard to the Energy Star 12,000 B air conditioning unit. Their records indicate on September 15, 2015, a refund was issued for the repair plan and air conditioning unit, and a lost package claim was filed with United Parcel Service (UPS). After several unsuccessful attempts by UPS to contact you regarding this matter, the claim was denied. A letter was mailed to you from HSN regarding this matter on October 27, 2015. As a result of the claim denial, HSN rebilled the above-noted account for the Energy Star 12,000 B unit. Should you have any further questions and/or concerns regarding this purchase, please contact HSN’s corporate office directly at ###-###-####, or you may write to, HSN, ** *** ***** *********** ******* ******

Based upon the information provided by HSN, Comenity Capital Bank finds the billing of the items to be valid. As of the date of this letter, your account balance is $945.47.

The Bank has reviewed the applicable phone conversation. We apologize if you felt that you did not receive the best customer service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Capital Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.

We hope you find this information to be helpful. Should you have any further questions about your HSN credit card account, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Ashley R***

Consumer Response: UPS never contacted us regarding an investigation. We had no missed calls nor was a door hanger left. We called UPS again and they were suppose to reopen the investigation and call us back in two days which hasn't been done. We should not be responsible for something that was stollen due to the negligence of UPS and HSN. An item that expensive should have never been left without requiring a signature. Then not only do you leave but you put in on the front stairs on a busy street. 

Regards, ******* **********

2/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I check on my account and see that I will incur a charge of 753.39 for something that say deferred payment. I called on 1/20/16 at 7pm to speak with customer service. The associate explained to me that my purchase of the Samsung Note and Vizio Television had not been paid off and that is a charge of deferred interest. She told me that when I made my payments I should have called and specified where I wanted my payments to be made. I said that I did not know that, nor did anyone tell me that I had to do that. I told her the payments I made more than paid for the two items I am being charged for and had I known I would have specified that I wanted them to be paid for and the minimum goes to the other product. I specified to her that when I do business with HSN it is because it is a benefit to both of us and that this charge is only a benefit to HSN. Talking to her was pointless and she was sure to make it seem as if it is my fault when I told her that there is nothing in any of my statements that says that. I have a ********** ****** and **** **** also from Comenity-Bank. I will pay them off and just not use them anymore because of something like this. I have never been late and I pay more than is required, yet I am being treated this way. My account ends in **** and **** is the last 4 of the social.

Desired Settlement: I would like for that charge to be removed. I have not been late and am not asking for any late fee to removed, I just pay for a service and if I am being charged that I need to have a benefit.

Business Response:

Dear Mr. ******

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

You state in your complaint that you spoke with a customer service representative on January 20, 2016, and at that time, you were advised that your purchase of the Samsung Note and the Vizio TV was not paid in full by the promotional plan end dates, resulting in the assessment of interest charges totaling $753.39. Furthermore, you state that you were unaware that you needed to contact Comenity Capital Bank to reallocate your payments to ensure that the accrued interest charges were not assessed to the account; as such, you are requesting the Bank remove the above-noted charges.

We understand your concerns, and we sincerely apologize for any frustration or inconvenience this matter may have caused you.

After a thorough investigation, our records indicate that a purchase of $791.90 was applied to the above-noted account on April 1, 2015, for the Samsung Galaxy Note, and was placed on plan 441-1: a 9-month deferred interest payment required plan, due to expire on January 3, 2016.

On January 3, 2016, there was a remaining balance due, in the amount of $427.90, on promotional plan 441-1. Please be advised on January 7, 2016, this balance was transferred to the account’s revolving balance and interest charges totaling $136.27 were assessed to the account.

Bank records further indicate that a purchase of $89.95 was applied to the above-noted account on April 2, 2015, for the HPP Electronic 3 Year Repair Plan, and was placed on plan 441-2: a 9-month deferred interest payment required plan, due to expire on January 4, 2016.

On January 4, 2016, there was a remaining balance due, in the amount of $49.95, on promotional plan 441-2. Please be advised on January 7, 2016, this balance was transferred to the account’s revolving balance. No interest charges were assessed to the account as a result of this plan expiration.

As agreed upon at the time of purchase, no interest would be assessed to the account should the balance of your promotional plans be paid in full as of the scheduled ending date. Furthermore, information about your promotional plans was provided to you on your monthly billing statements in the “Details of your plans” section. Specifically, accountholders are instructed that should a balance not be paid in full by the promotional plan end date, accrued interest charges dating back to the original date of purchase, will be assessed to the account.

Additionally, once a payment is received, it is distributed as follows: Unpaid fees, scheduled payment of lowest to highest Annual Percentage Rate (APR) plans, scheduled payment of revolving balance, scheduled payment of accrued interest plans, scheduled payment of waived interest plans, balance of accrued interest plans within the last two billing cycles of the promotional plan end date, balance of revolving with descending APR, balance of low APR plans, balance of accrued interest plans, and balance of waived interest plans. Information regarding payment distribution can be located in Section C of your Credit Card Agreement (CCA). Enclosed, please find a copy of the CCA, for your review.

Based upon your complaint, the Bank has reviewed the applicable telephone conversation from January 20, 2016. We have identified that you were provided with inaccurate information regarding the items that were placed on the above-noted promotional plans, the Bank’s payment distribution structure, and the total interest charges that were applied to the account at the expiration of plan 441-1 and plan 441-2. Calls and letters of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed.

In the interest of customer service, we have issued a credit of $68.13 on January 21, 2016, to remove half of the previously assessed interest charges. This adjustment was made as a one-time courtesy, and we are unwilling to remove any additional charges.

Please note that there are two active 9-month deferred interest payment required promotion plans: plan 441-3 for the Vizio M50 50” Series, due to expire on February 15, 2016, and plan 441-4 for the Simmons Brrecharge L, due to expire on February 16, 2016. Should the balances not be paid in full by the promotional plan end dates, accrued interest charges dating back to the original date of purchase, will be assessed to the account.

Lastly, our records indicate that the annual percentage rate on your HSN credit card for revolving balances is 26.99%. If there is a revolving balance on your account at the end of each billing cycle, interest charges will be assessed monthly, pursuant to the terms of the CCA.

We hope you find this information to be helpful. Should you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Lauren S****

Consumer Response:

I do not see how giving me $68 dollars is meeting a compromise at half.  I look at the back of the bill and it does not say I will be charged by almost forty percent of what I originally owe.  It is no mine as I will no longer be using my ********** ******, **** **** or HSN card any further.  Imagine losing thousands in future earnings from this customer because Comenity-Bank has a one size fit all attitude.   $68 dollars to try and appease me is insulting and shows that the customer means nothing to them.

Regards, **** *****

2/16/2016 Billing/Collection Issues
2/16/2016 Billing/Collection Issues
2/16/2016 Problems with Product/Service
2/16/2016 Billing/Collection Issues
2/16/2016 Advertising/Sales Issues
2/16/2016 Problems with Product/Service
2/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was making my first payment for my Simplybe credit card account. I used Comenity Bank automated teller service. On my first attempt to make my payment the automated service wouldn't let me give my checking account number before it said that my payment has been made. Knowing that the payment didn't go through, I made an second attempt later that evening and was successful in making the payment. My payment was due December 4th and I made my payment on the 1st of December. Because the first attempt didn't go through Comenity charged me a return payment fee. I called and explain the problem and thought the problem was solve but it wasn't. This situation has been an ongoing problem and I've been in consent contract about this situation . Some of the employees of Comenity Bank has been rude, they can't tell me why this situation hasn't been solved, and more than on occasion I was told it was solved and then looking at my account and bills to find out it wasn't. On my recent bill it's states that they have charged me an late fee. Looking at my checking account states that the payments has never been late.

Desired Settlement: That this situation will be resolved and that this will not have any impact on my credit report and my credit with Comenity Bank.

Business Response:

Dear Ms. ******:          

Thank you for contacting Comenity Capital Bank regarding the above-noted account.  Comenity Capital Bank issues Simply Be credit card accounts, and we respond to all account-related concerns.  Your correspondence, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate this opportunity to assist you.

We understand from your correspondence that you attempted to complete a payment via the automated telephone system on December 1, 2015; however, the automated system completed the payment before you were able to correctly enter your full checking account number.  Believing that this initial payment would not be processed, you completed an additional payment that same day. 

Later, you learned that the initial payment was processed with the partial information, causing it to be returned by your financial institution.  You are requesting to have the fees removed, and your credit report updated to correct any negative information with regard to this incident.  We apologize for any frustration or inconvenience this matter may have caused you.   

We also understand that you are dissatisfied with the service that you received when contacting us regarding your payment.  Comenity Capital Bank does not condone that a customer be treated with disrespect at any time, and I certainly apologize if you were made to feel that way.  We are committed to providing the best customer service, and are disappointed when this standard is not met.  Calls and letters of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed.    

Please be assured that the returned payment fee of $10.00 was credited on December 4, 2015, and the late fee of $20.00 was credited on January 15, 2016.  As of the date of this letter, the balance on your account is $178.99, and a minimum payment of $10.00 is due by February 4, 2016.

Additionally, your account history has been updated in our records to indicate that your account has never been past due, and no negative information has been reported to the credit-reporting agencies with regard to your Simply Be account.   

We hope this information is helpful to you.  Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you.

Sincerely,

Melissa L******

2/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a credit card with pay pal and have only used it a few times and my balance was about 250.00 I was informed they would be closing my card due to a late payment I was unaware of. When I called to find out why my card had been closed I was informed this is their right at any time. I did not get upset but when I asked if it could be reopened I was told no, however they could issue me a new card if I would like. I informed the person I was speaking to that if I had to open a new card then I did not want to continue being a customer. It has been a few months and I have been paying the closed card each month. Today I found out that I am being charged a late fee and penalties every month this car is not being paid. I was a great customer with no late payments prior and now I am being charged over 1200.00 in late fees and penalties because I was never told when the card closed I must pay in full or it would cost more . I was never told this before and the fact I was offered another card and never explained late fees because they closed my card seems wrong to me.

Desired Settlement: I would like to pay off the amount I used on the card and have the penalties and late fees removed. I have always paid my cards on time in full and would like to do the same with this one within reason.

Business Response: Dear Ms. ****** 

We received the complaint you sent to the Better Business Bureau (BBB) regarding PayPal 
Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal Credit 
product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later, Inc. PayPal 
Credit is a payment option made available by many merchants to their customers. 

It is PayPal Credit’s understanding that your complaint is regarding the closing of your PayPal 
credit card. You state you were informed that your account would be closed due to a missed 
payment and that PayPal had the right to close your account at any time and also that the 
account could not be reopened. You state you have been making payments monthly, but that 
you have been charged fees monthly as well. You state you were not informed that you would 
be charged fees if you did not pay the account in full and you are requesting for all fees charged 
to the account be waived. 

Based on the information provided in your complaint/correspondence, PayPal Credit is unable 
to locate an application or account in your name. In order to further research your request, 
PayPal Credit needs additional information, such as an account number, your address, the last 
four digits of your social security number, your date of birth, and/or a copy of a statement sent to 
you by PayPal Credit. You may fax this documentation to ###-###-#### or mail it to the 
following address: 

PayPal Credit 
Attn: Executive Escalations 
P.O. Box 5018 
Timonium, MD 21094 

Further, if your concerns are related to a different PayPal product, please contact PayPal 
directly at ###-###-####. 

We hope this letter explains and resolves this matter. 

Sincerely, Patricia L****** 

2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I got a collection called from Paypal Credit stating I was late on my payments. I have never opened a Paypal Credit nor have I ever used Paypal Credit. I informed them that this account was fraudulently opened without my knowledge or authorization. They asked me to verify the last 4 digits of my SSN and DOB. When I did, they stated I opened the account when I have NEVER used Paypal Credit. The representative asked if I ever made purchases off *****. Besides the iphone I was provided by my work, I do not use ***** products nor have I ever purchased ***** products. When the representative provided me with the address of where the goods purchased were sent, I informed them that the residence they provided to me was not my house; that is the residence of my ex-husband. From there, I asked them to investigate the issue because my ex-husband has my personal information so he can easily open an account under my name - he has done so in the past, so I'm not surprised he has done it again. I provided all his contact information and filed a police report. I sent in the affidavit letter stating the fraud that has been brought against me. I received a letter denying my fraud claim and again get collection calls. Each time I speak to a collection rep, they inform me that there is no notation of fraud. Again, I have to explain the situation and state that the address, alternate phone number, email, etc listed on the account all do not belong to me. They stated that it is not a fraud case because the IP address matches the shipping address. Of course it will match because it's the same person opening the account and shipping items to themselves. I have told Paypal if they look at the information on the account (minus the last 4 digits of my SSN and DOB, which is all that is needed to open the account), it all belongs to my ex-husband. They need to contact him and the police, in which I gave the the police report number. However, they are not fully investigating the issue because I did not open the account and I never received any investigation call from the fraud department for a fully investigation to the issue. For Paypal Credit, anyone can open an account using someone's last 4 digits of the SSN and DOB, in this case it is very easy to obtain that information. So easily that an ex-husband can do it to his ex-wife because he knows her birth date and SSN from previous tax filings, etc. This was someone using my information fraudulently and I am not responsible for opening this account or the charges made on them.

Desired Settlement: Paypal Credit's application for an account causes fraud against the true person involved. I would like this account closed and the collection charges against me to be removed. I have provided Paypal Credit with the information of the individual involved and they need to contact him for resolution of the charges. If they need that information, they are more than welcomed to contact me, but I cannot be held responsible for an account I didn't open nor for goods I didn't purchase.

Business Response:

Dear Ms. *****

We have received the complaint that you sent to the Better Business Bureau (BBB)
regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital
Bank. The PayPal Credit product is issued by Comenity Capital Bank (Bank) and
serviced by Bill Me Later, Inc. PayPal Credit is a payment option made available by
many merchants to their customers.

Your complaint indicates a PayPal Credit account was opened in your name without
your knowledge or authorization. You state you filed a police report and completed an
affidavit regarding the fraudulent account; however, your fraud claim was denied. You
are requesting for the account to be closed and the balance to be waived due to fraud.
PayPal Credit's records reflect that a PayPal Credit account was opened in your name
on May 27, 2015, with an online purchase of $2,177.91 through ***** ***. In order
for an application to process with PayPal Credit and an account to be opened, your
name, date of birth, billing address, phone number, and last four digits of your social
security number were provided.

On November 30, 2015, PayPal Credit called you in an attempt to resolve the past due
balance. During that call you reported the account as fraudulent. The account was
referred for investigation, and on December 3, 2015, correspondence was sent to the
address on file stating your fraud claim was denied due to no indication of fraud in
connection with your account.

As noted in our December 3, 2015, correspondence, in order for PayPal Credit to
further investigate the allegation of fraud, additional supporting documentation is
needed. This documentation may include a police report filed in connection with the
alleged fraud, a Federal Trade Commission (FTC) affidavit available at www.ftc.gov, a
complaint filed with the Internet Crime Complaint Center (http:llwww.ic3.gov/), and/or
any other similar document(s). You may fax this documentation to ###-###-#### or
mail it to the following address:

PayPal Credit
Attn: Executive Escalations
P.O. Box 5018
Timonium, MD 21094

Upon receipt of this documentation, we will research your fraud claim again. Until that
time, you remain responsible for the balance on your account.

As of January 19, 2016, your account is closed with a balance of $1,771.27. A past due
minimum payment requirement of $574.07 is due by January 26, 2016.

We hope this letter explains and resolves this matter.

Sincerely,
Kssica A*******

Consumer Response: I have provided all the information they need to contact the person that is responsible for opening this account.  However, they have not once called me to get my statement nor did they contact me to ask for additional information.  They keep denying my claim that the account was open under my name.  Yes, my ex-husband has all my information therefore he has the ability to open the account using my information.  I have sent back the affidavit to PayPal Credit with all of the person's information - including his phone number, address, DOB, and SSN (as requested on the affidavit form), as well as the Police report number and contact information.   I even called Paypal Credit's fraud number to give them the police report number.

As stated in their response letter, I will again submit the police report and the report to FTC, as attached in this email.

Regards, ***** ****

2/3/2016 Billing/Collection Issues
2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied an ANN Taylor credit card in a store in *** *********. I got my bill and made payment online. Comenity Bank is handling Ann Taylor LOFT credit card. I paid the full amount $353.08 through their online system. And I received the conformation both from their website and my email, stating my payment has been processed completely and thanked for my payment. A month later, I got a letter from Ann Taylor LOFT , *** *** ******* ********* ** **********, saying my payment was returned and ask me to pay again, along with a returned payment fee of $25. This doesn't make any sense. If I didn't give the correct account information, they should have given me the rejection immediately instead of processing it and a month after my payment and charge me $25 plus my balance. After I got the letter today, I called the number they put in the letter ###-###-####, and asked the representative to do this for me again and close this credit card account. She stated this will not affect my credit score if I paid this amount in full. So I paid $353.08 plus $25 returned payment fee. This is not right. They should have given me the right information instead of a month later stating my payment cannot be processed and charged me $25 .

Desired Settlement: I will pay for my balance $353.08 in full but Ann Taylor LOFT refunds me the $25 returned payment fee. Close this Ann Taylor credit card. And this should not affect my credit score.

Business Response:

Dear Mr. *****


We recently received a complaint, addressed to the Better Business Bureau, regarding your Ann Taylor/LOFT credit card account. Comenity Bank issues Ann Taylor/LOFT credit card accounts, and we respond to all account-related inquiries. I appreciate the opportunity to assist you.

We understand from your complaint that you made a payment online for the balance in full, and that you received confirmation that the payment had been processed. However, you received notification from the Bank indicating that the payment had been returned, that a return payment fee of $25.00 was assessed to the account, and that another payment was required. You state that you made another payment with a Bank representative to pay the balance in full, at which time, you were assured that this matter would not impact your credit. You are requesting the Bank refund the return payment fee and close the account.

We understand your concerns, and we sincerely apologize for any frustration you may have experienced as a result of this matter.


After a thorough investigation, our records indicate that a payment of $353.08 was scheduled online on December 4, 2015. The Bank attempted to process this payment from your personal bank account as scheduled on December 4, 2015; however, on December 9, 2015, the payment was rejected, as your personal bank was unable to locate the account number that was provided. As a result, the $353.08 payment was added back to the balance, and a returned check fee of $25.00 was assessed to the account.


Our records further indicate that a payment of $378.08 was scheduled with a Bank representative on December 29, 2015. Please be advised that this payment has satisfied the Ann Taylor/LOFT account balance.


Please note Comenity Bank is unable to determine if the information a customer enters online is incorrect. This information is only identified when the payment is presented to a customer’s personal bank for payment. At which time the payment is returned to Comenity Bank, as unable to locate the account number provided.


Although there were no Bank errors, in the interest of customer service, we have issued a credit of $25.00 for the returned check fee. This adjustment has created a credit balance of $25.00. A refund check in this amount was issued for you and should be received via separate mailing within 14 days.


Comenity Bank is required by law to report accurate information in regard to account activity. We have reviewed your Ann Taylor/LOFT account, and we find that the information reported is correct; as such, no changes will be made to your credit file.


Please be assured, your Ann Taylor/LOFT account was closed on December 29, 2015.


We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Lauren S****


2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: **********I am having a problem with the billing for this item. When I checked out at purchase I was given three billing options. I very carefully selected the '18 months, no interest billing option. This is very clearly shown on this auction listing. However, when I received a purchase confirmation from PayPal credit the payment terms were stated as 6 months. I understand that PayPal credit does not normally currently offer promotional financing longer than 6 months. I presume this was a 'black Friday' special promotion. That is why I completed the purchased at that time. It would seem to be that PayPal credit had some problems with implementation of this special promotion. That is not my problem, however. I have spoken with PayPal credit, PayPal and **** several times. I forwarded to PayPal credit a screen shot of the listing showing the payment terms. On 12-26-15, PayPal credit initially told me that I did not qualify for the 18-month payment terms. This was not what communicated to me in any way when I checked out. I have experienced instances where a transaction could not be processed by PayPal credit. I know what those messages look like. I would not have confirmed the sale for any other payment terms. I actually could have purchased the exact same item elsewhere for less money at 6 months, no interest. Upon further contact PayPal credit stated I did not select 18-month terms at checkout. I most adamantly state that I did. Changing the terms of a sale after close is fraudulent. Please correct this error at once and adjust the term to 18 month, no interest. Sincerely, ******* ******

Desired Settlement: Changing the terms of a sale after close is fraudulent. Please correct this error at once and adjust the term to 18 month, no interest.

Business Response:

Dear ******* *******

We received the inquiry you sent to the Better Business Bureau regarding the above-noted account. Your correspondence was forwarded to Comenity Capital Bank (Bank). The PayPal Credit product is issued by Comenity Capital Bank and serviced by Bill Me Later, Inc. PayPal Credit is a payment option made available by many merchants to their customers.

We previously received and responded to your correspondence submitted to the Consumer Financial Protection Bureau (CFPB) regarding this same matter. Please find enclosed a copy of our response sent to you on January 15, 2016.

I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-#### (TDD/TTY Comenity Capital Bank: ###-###-####).

Sincerely,
Patricia L******

1/26/2016 Billing/Collection Issues
1/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a beautiful wedding gown last March. I was then told if I put my dress on their credit card, I would have no interest for 6 months. I was thrilled! After 6 months of paying I had 6 months of back interest added onto my bill. I then contacted the customer service department and they were of no help. The employee did not explain to me I would be charged back interest. Anywyays, an extra $200 later, I was back on track until for some reason they returned my December payment back to the bank. I had paid $50 and was never alerted from David's brial or my bank that my payment had been returned. When I got my JANUARY bill, I had an $80 balance due because of a returned payment I knew nothing about. David's Bridal is awful to deal with. I have sent in letters, tried talking on phone and I'm over it. After this payment is made, I'm going to transfer to my own credit card and advise everyone I know to steer clear of David's Bridal!

Desired Settlement: I would like a discount for the back pay of interest that was added on and possibly some for my troubles and headache dealing with this company!!!!

Business Response:

We recently received a complaint, addressed to the Better Business Bureau, regarding your David's Bridal® credit card account. Comenity Capital Bank issues David's Bridal® credit card accounts, and we respond to all account-related concerns. I appreciate the opportunity to assist you. We understand from your complaint, you purchased a dress from David’s Bridal in March 2015, which was placed on a 6-month promotional plan. However, at the time of purchase, you believe that the sales associate failed to explain what would happen if the promotion plan was not paid in full by the plan expiration date. As a result, your David's Bridal® account was assessed 6-months of back interest. We further understand that you did not receive notification from David’s Bridal or Comenity Capital Bank, regarding the return of your December 2015 payment. You state that you have contacted Comenity Capital Bank for assistance, and unfortunately, the help that you were seeking was not provided. You are requesting compensation for the inconvenience you have experienced, in addition to, a discount on the interest that was assessed to the account.

Please understand that Comenity Capital Bank and David’s Bridal are two separate entities. The Bank is responsible for addressing questions related to the credit card account, while David’s Bridal is responsible for handling matters related to sales, merchandise processing, returns, and shipping. After a thorough investigation, our records indicate that a purchase, in the amount of $1,474.88, was charged to the account on February 19, 2015. The purchase was placed on plan 406-1; a 6-month promotion with deferred interest payment required plan, scheduled to end on August 22, 2015. As agreed at the time of purchase, no interest would be assessed to the account should the balance be paid in full by the promotional plan ending date. Furthermore, information about promotional plans is provided to our accountholders on their monthly billing statements in the “details of your plans” section. Specifically, accountholders are instructed that should a balance not be paid in full, accrued finance charges dating back to the original date of purchase will be assessed to the account. On August 22, 2015, there was a remaining balance of $1,014.88 on plan 406-1; therefore, interest charges totaling $198.51 were applied to the account.

Regrettably, Comenity Capital Bank declines your request for reimbursement of the promotional plan interest charges, as these charges are valid. Bank records further indicate that a payment of $50.00 was scheduled online on November 28, 2015. The Bank attempted to withdraw this payment as scheduled on November 28, 2015; however, on December 3, 2015, the payment was rejected, as your personal bank was unable to locate the account number that was provided. As a result, the $50.00 payment was added back to the balance, and a returned check fee of $25.00 was applied to the account. Although there were no Bank errors, in the interest of customer service, we have issued a credit of $25.00 to the account, for the returned check fee. This credit will reflect on your next monthly billing statement. Lastly, a consumer’s opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns. Comenity Capital Bank is committed to providing the best customer service, and it is never our intentions to treat our customers in a less-than-satisfactory manner. We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you. 

Consumer Response:

i am disappointed with their review of my account seeing the amount of complaints on the internet addressing the same concerns.  Maybe I will take it up with attorney general. 

Regards,****** ***************

1/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Comenity is not crediting my payments. They don't accepy my bank records of payment. They sem to be double billing me. I get one bill online thru my bank and demands fromcomenity claiming I haven't paid anything. I' have twice had my bank send copies of my payment records. I think they just don't want to admit they are wrong.

Desired Settlement: I want a full accounting of the charges, payments and correction to my credit report.

Business Response:
Dear ****** ******

Thank you for contacting Comenity Capital Bank regarding the above-referenced account.  As the bank that issues your J.Jill credit card account, we are here to help with your questions. Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. 

We understand from your complaint that your payments were not being applied to the above-referenced account.  You are requesting that the Bank provide you with full accounting of the charges, and payments and update your credit report.  I am happy to share my findings with you.

Our records indicate that the concern regarding payments not being applied to your account was previously responded to on December 3, 2015.  Enclosed is the previous response for your records.

Please find a summary of your J.Jill account below.  I have enclosed a copy of the account Credit Card Agreement (CCA), as well as copies of your billing statements which show the account activity that comprised the account balance. 

Please understand that the payments were not applied to the correct account, because the payments were remitted with your previous J.Jill account number.  As stated in our letter dated December 3, 2015, all of the missing payments, totaling $408.00, have now been applied to the correct account.  However, these payments did not satisfy the amount owed for purchases you have charged to the account.  Please review the enclosed statements.  The billing statement issued on February 21, 2015, indicates a balance of $312.22.  The billing statement issued on March 24, 2015, includes new purchases of $431.87.  Your previous balance of $312.22 plus the new charges of $431.87 brings your balance to $744.09.  Subtracting the payments of $408.00 leaves an amount due of $336.09.

As indicated in our response dated December 3, 2015, if you pay $336.09, we will remove the account from your credit report, and you will not be held responsible for the remaining balance of late fees and finance charges. 

We value you as a customer and sincerely apologize for any confusion or inconvenience.  If you have any further questions about your account, or you would like to process a payment to resolve the balance, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Renee S****

Consumer Response: I have made 4 payments since August that they have not acknowledged.  When they are "located.",we can discuss this

Regards,                          
****** *****

Business Response:

Dear ****** *****:

Thank you for contacting Comenity Capital Bank regarding the above-referenced account.  As the bank that issues your J.Jill credit card account, we are here to help with your questions. Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that your payments were not being applied to the above-referenced account.  You are requesting that the Bank provide you with a full accounting of the charges, and payments and update your credit report.  I am happy to share my findings with you.

Our records indicate that the concern regarding payments not being applied to your account was previously responded to on December 3, 2015, and December 16, 2015.

Additionally, after reviewing the account, our records indicate that the J.Jill account was purchased by Portfolio Recovery, a third party collections agency on December 22, 2015.  Portfolio Recovery may be reached at ###-###-####.

We hope you find this information helpful.  If you have any further questions about your account, please contact Portfolio Recovery at the telephone number provided.

Sincerely,

Renee S****

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The disclosure on my billing statement promises that if I make a purchase of $250 I will qualify for promotional plan. The company is refusing to place my qualifying purchase on a promo plan. I have contacted them directly multiple times to resolve the matter and they refuse.

Desired Settlement: I want them to honor the promise made in writing and place my most recent purchase on a 6 month zero interest plan.

Business Response:

Dear Mrs. **************

We recently received a complaint, addressed to the Better Business Bureau, regarding your GameStop PowerUp Rewards™ credit card account. Comenity Capital Bank issues the GameStop PowerUp Rewards™ credit card account, and we respond to all account-related inquiries. I appreciate the opportunity to assist you.

We understand from your complaint, you were notified, via the monthly billing statements, that a purchase of $250.00 will qualify for a promotional plan. When you contacted Comenity Capital Bank to request a promotional plan, you were notified by Bank representatives that your purchase did not qualify for a promotional plan. You are requesting the Bank place your recent purchase of $302.02 on a 6-month promotional plan. We understand your concerns, and we sincerely apologize for any frustration or inconvenience you may have experienced.

Thank you for taking the time to speak with me on December 29, 2015. As a follow-up to our conversation, our records indicate promotional plan financing for the GameStop PowerUp Rewards™ credit account was previously based upon a minimum purchase amount of $250.00. Bank records further indicate that your purchase of $250.00 on November 22, 2014, was placed on plan 406-1 and your purchase of $250.00 on March 29, 2015, was placed on plan 406-2. Because there was a remaining balance on plan 406-2, you continued to receive notification, via your monthly billing statement, outlining the promotional plan disclosure. Please be advised that the above-noted transaction have been paid in full; as such, you will no longer see the promotional plan disclosure as of the December 18, 2015, billing statement.

We sincerely apologize for any frustration or inconvenience you may have experienced as a result of this matter. In the interest of customer service, we will honor your request and move the purchase of $302.02 to a 6-month promotional plan. This adjustment will be reflected on one of your next two billing statements. In addition, we have issued a courtesy credit in the amount of $25.00 to your GameStop PowerUp Rewards™ account.

In an effort to provide customers with optimal financing abilities, GameStop will continue to offer promotion plan financing. However, as of May 2015 promotion plan financing will vary depending upon the items purchased, not the minimum purchase amount.

Lastly, we have reviewed the applicable telephone conversations and we can confirm that you were provided with conflicting information regarding the qualifications for a promotional plan. Calls and letters of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed.

We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Lauren S****

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company FRADULENTLY got hold of my social security number and pulled an UNAUTHORIZED CREDIT REPORT ON 9/9/15 - See information that appears on one of the credit monitoring service I used. I have NEVER HEARD OF this company before nor have I ever done any business with them, how can this happen? Where do I report this? 

Desired Settlement: This company needs to remove this from my credit report and send me confirmation that they have deleted my personal data from their system or I will be filing a report for fradulent use of my personal data.

Business Response:

Dear Ms. *****

We recently received a complaint, addressed to the Better Business Bureau, regarding the above-noted credit application. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related concerns. I appreciate the opportunity to assist you.

We understand from your complaint, an application was fraudulently submitted with your social security number on September 9, 2015, and as a result, an unauthorized credit report was pulled. You state that you have never heard of Comenity Capital Bank, nor do you have any affiliation with our organization. You are requesting the Bank remove the inquiry from your credit report, send confirmation that your information has been deleted from our database, and provide you with an explanation as to how this situation could have occurred.

We understand your concerns, and we sincerely apologize for any inconvenience this matter may have caused.

After a thorough investigation, our records indicate that the above-noted credit application was submitted on September 9, 2015, with your name, address, and social security number.

Please be advised that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible for addressing questions related to the HSN credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shipping.

We contacted HSN, on your behalf, and their records confirm that several orders were placed, by you, between the dates of August 30, 2015, through September 21, 2015. HSN records further confirm that the orders were delivered to the address listed at the top of this letter.

Based upon the information provided in your complaint, the Bank has sent notification to the national credit-reporting agencies with instructions to remove the credit inquiry from your credit file. Please allow the credit-reporting agencies 45 days to update their records.

Please note, due to the compliance policies of the credit-reporting agencies, inquiries are not deleted from a consumer’s credit bureau report. However, when the Bank requests that an inquiry be removed, the credit-reporting agencies will change it to a soft inquiry. This means that the inquiry only appears when the consumer pulls his or her own credit report. A soft inquiry does not appear on a consumer’s credit report that is provided to a lender or any other authorized party, and it does not impact the consumer’s credit score. Therefore, you will continue to see the inquiry on your credit report, but it will not be visible to anyone else who may pull your credit report.

If you believe that you have been a victim of identity theft, we encourage you to place a fraud alert on your credit file. This will advise potential creditors that you have been a victim, and additional verification will be required before an account can be established. Please be aware it is only necessary to notify one of the agencies, and they will notify the others. The credit bureaus may be reached 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 - 024###-###-#### http://www.experian.com http://www.transunion.com http://www.equifax.com
We hope you find this information to be helpful. If you have any further questions regarding this letter, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Lauren S****

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This months I have find out that my identity was stolen and that Comenity Capital have issued two cards in my name to unknown individual. I have contacted that company to find out to who, when, and how these cards could have been issued when I live out of the US for more then 4 years now. The company did not reply to my request that was filed via their online form. To this day, the company did not bother to inform me how was applied for these cards and where they were sent.

Desired Settlement: I want the charges from Comenity to be cleared out of my credit. This has lowered my FICO score and I am showing that I own $ 1,758 and $ 886 on two cards. I have filed Identity Theft affidavit with Federal Trade Commission, and I want my credit to be cleared. In the addition, I want the company to make sure that they will not issue any other card in my name.

Business Response:

Thank you for contacting Cornenity Bank. We received your complaint, addressed to the Better
Business Bureau, regarding two fraudulent accounts being opened in your name while you were
living outside of the United States. As the bank that issues many different credit card accounts,
we are here to assist you with your account-related questions. Your complaint was forwarded to
my attention, and I appreciate the opportunity to assist you.

After a thorough review of our records, we are unable to locate any credit card account with the
information provided. We would be unable to resolve this matter without having additional
information to research your concerns. Please provide the following:

A valid Comenity Bank account number
A full Social Security number
An address associated with the account
Any previous or alternate names

We hope that this information is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY

###-###-####). I would be happy to assist you.

Consumer Response: I have offered the bank my SSN and other information that they have requested. IF it is necessary I am willing to send them the information again.
My SSN ***********
The account numbers I am showing on my credit report:
**************** (I am unable to see last four digits, opened on 6/14/2015) - this account is showing $1,758
&
**************** (opened 5/14/2015) for $ 886

Unfortunately, I am not able to contact the company via phone because it is very costly to call overseas.
I would be grateful to have some type of email contact on person who can help me to resolve this issue.
Thank you again for all your assistance in this matter.


Business Response:

                   

Dear Ms. *******

We received your additional complaint, addressed to the Better Business Bureau, regarding the above-noted account.  Comenity Bank issues Victoria’s Secret/PINK credit card accounts, and we respond to all account-related inquiries.  Your correspondence was forwarded to my attention, and I appreciate this opportunity to assist you.

We understand your continued concerns regarding identity theft, and apologize for any inconvenience or frustration this situation may have caused you. 

Please be assured that the documentation you provided has been received by our Account Protection (Fraud) Team for investigation.  Your claim has been assigned fraud case number 20151009-302, and your investigator is Melinda Hackler.  The investigation may take up to 90 days to be completed, and you will be notified by mail of the outcome. 

We hope that this information is helpful.  If you have any further questions or concerns, please contact our Account Protection (Fraud) Team at ###-###-#### (TDD/TTY ###-###-####) and refer to your case number ************.  They would be happy to assist you.

Sincerely,

Melissa L******

1/14/2016 Billing/Collection Issues
1/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Excessive phone calls all hours day/night sometimes up to 8 times a day (3 already and it's only 11:38am). I just had full hysterectomy a few days ago and told them I'd contact after New Year and work out payment arrangements. I am supposed to be resting not being harassed via phone. According to my Ex, whom I haven't spoken to in 11 years due to multiple restraining orders (he tried to kill me twice) they somehow found him and contacted him regarding my debt. That is COMPLETELY and invasion of privacy and I did not appreciate a message from him the day before my surgery from him. I still suffer PTSS from him, which is why I state single & his name/number has never been on cards. This must stop!

Desired Settlement: Send email reminders stop the phone harassment to me & my past, which I have tried to black out. I told them I am trying to work out a payment plan after I heal. Their plan is unachievable due to other credit debt, identity theft & paying off 2 hospitals. Last Dec surgery this Dec it was decided a full hysterectomy needed possible Stage 1 cancer. I'm doing the best I can to pay off debts little here & there & still keep roof over head, utilities on & small food on table. I'm at wits end. Please make it stop. Thank you!

Business Response:

Dear ****** *******

Thank you for contacting Comenity Bank regarding the above-referenced accounts. As the bank that issues Victoria’s Secret/PINK, Ann Taylor/LOFT, and LOFT MasterCard® accounts, we are here to help answer account-related questions. Your complaint, submitted to the Better Business Bureau, was forwarded to my attention for review, and I appreciate the opportunity to assist you.

We understand from your complaint that you have gone through medical hardships and have been unable to make payments to your accounts. You state that you have received multiple telephone calls from the Bank, and that the Bank has contacted a third party in an attempt to speak to you, which you feel is an invasion of privacy. You would like the telephone calls to stop; however, the Bank may contact you by email. Once you have healed from your surgery, you will contact the Bank to work out a payment plan.

Please accept our apology for any frustration that you may have experienced regarding this situation, and we wish you the best of health for the future. The telephone calls placed to the numbers ending in ***** ***** ***** ****, and **** were attempts to contact you regarding the status of your accounts. Due to the potential ramifications for our customers if an account remains delinquent, Comenity Bank may call you until our attempt to communicate is successful. Please be assured that your accounts were updated and the numbers noted above were notated with a “Never Call” status.

In addition, after reviewing the telephone calls in question, we were unable to locate a call in which the Bank had talked to a third party, as indicated in your correspondence. If you can provide us with the telephone number that was used for placing this call, we would be happy to investigate this matter.

After reviewing your accounts with the Bank, here is what we have noted.

The Victoria’s Secret/PINK account has a balance of $2,608.86 and is three billing periods past due. Should the account exceed six billing periods past due, the account will be closed and reported as an unpaid debt to the credit bureaus.

The Ann Taylor/LOFT account has a balance of $2,770.17 and the account was permanently closed on November 6. 2015, for non-payment. The account was written off and reported as unpaid to the credit bureaus.

This card is issued by Comenity Bank pursuant to a license by MasterCard International Incorporated. MasterCard is a registered trademark of MasterCard International Incorporated.

The LOFT MasterCard® account has a balance of $11,752.16 and the account was permanently closed on November 6, 2015, for non-payment. The account was written off and reported as unpaid to the credit bureaus.

Although, we have updated the telephone numbers to “Never Call”, please note that you remain responsible for the unpaid account balances. We encourage you to contact the Bank’s Payment Solutions team at ###-###-####, or the Bank’s Recovery team at ###-###-#### (TDD/TTY ###-###-####), to discuss suitable payment options.

I hope you find this information helpful. If you have any further questions or concerns, please contact the Payment Solutions team or the Recovery team at the numbers provided. They will be happy to assist you.

Sincerely,
Shawnda Y****

1/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account set up with ******* ******** which they send out to a 2nd and 3rd party. **** ******* ******** and Comenity Bank.My daughter had a child enrolled in the program for what we thought was extra curricular help in school. Come to find out she has a slight leaning disability and was withdrawn from the program by myself and her mother because of this and a hardship. We withdrew her and spoke to several different people about what to do and was told to make a last payment submit a hardship letter and withdraw the student. We did all of what we were asked and several months went by never heard a thing from no-one. Next we are getting harassing calls debit collection letters etc. I spoke to several people from the school, ******* *********, and comenity Bank all told me a different answer. I wrote letter upon letter to let them know i was misinformed and was told my account was Zero several times, I still keep receiving debt collection correspondences. Please advise and i have letters i can send names and numbers of people i spoke to and account numbers. Thank You for your assistance,

Desired Settlement: I wish for Comenity Bank, ******* ********* to quit harassing me and sending debt correspondences saying i owe I owe. I was misinformed first of all and then was told to make last payment which we did and sent hardship letter. A refund was even sent to Comenity Bank from ******* ******** to help resolve the issue. I was told numerous times my account was a Zero balance and was closed by all three businesses. Please advise. Thank You,

Business Response:

We received your additional complaint regarding the above-referenced account. Comenity

Capital Bank issues **** ******* ******** credit accounts, and we are here to help with

account-related questions. Your complaint, addressed to the Better Business Bureau, was

forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We have reviewed your account, and our records indicate that the Bank previously responded

to this complaint on October 14, 2015, and September 4, 2015. In the previous responses, you

were advised that no additional credits would be issued and if you wanted to further dispute the

matter, you would need to contact the service provider directly. We have enclosed copies of our

previous responses for your records.

As of the date of this letter, the account balance is $1,979.00. We consider this remaining

balance to be valid. Additionally, the account is currently one billing period past due; should the

account exceed six consecutive billing periods past due, it will be permanently closed, writtenoff,

and reported to the national credit-reporting agencies as an unpaid debt.

We apologize for any inconvenience this matter may have caused you. Should you have any

additional questions or concerns, please contact me at ###-###-####, ext. *******

(TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

 

Consumer Response: I have repeatedly contacted  cometity bank and **** ******* ********s and told them I was told my balance was zero and I owed nothing else. The ****** learning  center asked me to make one last payment and submit a hardship letter which we did my daughter and I. Everything was silent for a couple months then I start getting harassing calls and letters in the mail. I spoke to a supervisor there at Cometity bank and was told to submit a letter and I did explaining the whole situation. I feel that we my daughter and I were taken advantage of and misinformed about the whole process and I have paid what I was asked to pay and nothing more.

1/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been making extra payments on my account to cover my Deferred Payment plan. For the past 4 months I had made over $8,000.00 (2,000 every month) of extra payment to be put in my deferred payment plan in addition to my minimum dues. Every month I would call to have them credit my deferred payment plan with the extra payments I was making. but they never did. When I received my December bill I was charged a $2200.00 interest rate fee because the statement reflected that I did not make any payments on my deferred account. All my extra payments should have reduced my payment and the interested charges should be less.

Desired Settlement: Please adjust my account to remove the high interest charge and adjust to the correct amount.

Business Response:

Thank you for contacting Comenity Bank, regarding the above-referenced account. As the bank
that issues ********* ******* credit card accounts, we are here to assist with all accountrelated
questions. Your complaint, addressed to the Better Business Bureau, was forwarded to
my attention, and I appreciate the opportunity to respond to your concerns,

We understand from your complaint, on November 6, 2014, you purchased a Necklace and
Bracelet set from ********* *******, and placed the purchase on a twelve month deferred
interest payment required plan, due to expire on November 7, 2015. You state, over the course
of four months, you made extra payments totaling $8,000.00 to cover the deferred payment
plan, in addition to your regular monthly minimum due payments. To ensure that your payments
were being distributed correctly, you contacted Comenity Bank every month with directions to
apply the extra payments towards the deferred payment plan. Unbeknownst to you, the extra
payments were not accurately credited to the deferred payment plan; as such, your *********
******* account was charged $2,200.00 in finance charges, which was reflected on your
December 201 5, monthly billing statement.

You are requesting Comenity Bank correct your ******** ******* credit card account by
removing the high interest charge, and adjust the promotional plan balance to reflect the correct
amount.

I understand your concerns and would like to apologize for any inconvenience and frustration
this matter may have caused you.

Please be advised, the Bank has reviewed the issues outlined in your complaint, as well as the
applicable telephone conversations dated August 13, 2015, October 12, 2015 and October 28,
2015. We apologize that your request to apply the extra payments towards the deferred
payment plan was not honored. It is never the Bank's intention to inconvenience a customer or
cause undue hardship. Calls and letters of this nature are reviewed by our management team,
and their recommendations regarding an appropriate resolution are followed.

In the interest of customer service, Comenity Bank has issued a credit towards your *********
******* account totaling $2,263.79, which will reduce your balance from $6,019.90 to
$3,756.11. Please allow up to two billing cycles for the adjustment to reflect on your next
statement.

 

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

1/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 8, 2015, I contacted PayPal to request that they immediately remove the hard inquiry by CCB/PPC (Commenity Capital Bank) appearing on my TransUnion credit report. CCB/PPC (Commenity Capital Bank) is a financial institution associated with PayPal. A PayPal customer service representative by the name of Emily told me that the hard inquiry would be removed from my credit report. Emily emailed me a series of questions, which she asked me to complete and return via fax — which I did on September 8, 2015. Although I have contacted the company via telephone and fax on multiple occasions, they have yet to remove the hard inquiry they erroneously placed on my TransUnion credit report -- which I was told they would do. I have not applied for ANY credit with any company, including CCB/PPC (Commenity Capital Bank) and PayPal, in more than a decade. There is no reason whatsoever for PayPal, CCB/PPC or any other company to place a hard inquiry on my credit report. I have been unable to reach anyone with Commenity Capital Bank. Therefore, I am filing a Complaint with the BBB. I would like to request that the hard inquiry appearing on my TransUnion credit report be removed as soon as possible. Thank you for your assistance.

Desired Settlement: I would like Commenity Capital Bank and PayPal to remove the hard inquiry erroneously appearing on my TransUnion credit report immediately.

Business Response:

Dear Ms. ******

We received the complaint you sent to the Better Business Bureau of Central Ohio
(BBB) regarding MacMall Preferred Accounts. Your correspondence was forwarded to
Comenity Capital Bank. The MacMall Preferred Account product (MacMall Preferred) is
issued by Comenity Capital Bank and serviced by Bill Me Later, Inc. The MacMall
Preferred Account is a payment option made available by MacMall to their customers.

In your complaint, you state an inquiry is showing on your TransUnion credit report by
CCBIPPC. You believe you have not applied for any credit with PayPal Credit, and you
would like the inquiry removed from your credit report.

MacMall Preferred's records reflect a MacMall Preferred Account was requested in your
name on August 28, 2015, with an online purchase of $316.96 through MacMall.com.
In order for the application to process with MacMall Preferred, your name, date of birth,
address, and the last four digits of your social security number were provided.

The attempted application was declined, and you were sent correspondence stating the
application was declined because, "[your information was incomplete or inaccurate or
the circumstances may have suggested that the purchase was not made by you."
When your application was processed, a credit check was performed with TransUnion.
On September 4, 2015, you called MacMall Preferred and stated an unauthorized
inquiry appeared on your credit report. At that time, you were advised to submit a
request in writing to have your inquiry removal request reviewed. On September 8,
201 5, MacMall Preferred received your correspondence requesting the inquiry dated
September 4, 2015, be removed from your TransUnion credit report. On September 9,
2015, MacMall Preferred sent a request to TransUnion to have the inquiry removed;
however, TransUnion advised MacMall Preferred that they could not locate an inquiry in
your name on September 4, 201 5, because the inquiry took place August 28, 201 5. In
a letter sent to you dated September 16, 2015, MacMall informed you an inquiry for the
date provided could not be located by TransUnion.

Upon receipt of your complaint, MacMall Preferred sent a request to Transunion to
remove the August 28, 2015, inquiry from your credit report, as a courtesy. Please
allow up to 30 days for Transunion's records to reflect this request.

We hope this letter explains and resolves this matter

Laura C*******

1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A medical loan advertised as a interest free loan based on a two-year repayment plan was a carefully planned scam that upon 17 days before the final 24th payment is due, they charge 22.98% in interest on the full amount of the original loan. Upon calling and complaining to both the representative and the supervisor, their response was the same. They claimed that each statement indicated that this would occur. Carefully, inspecting the monthly statement, I found a small section on the back of a separate and otherwise completely blank page, a portion that had one column that gave a date the plan expired. It did not list what would happen when it expired. This loan was originally with a different company called Springstone and changed to this so-called Lending Club later within the two-year term. I have had a vast amount of credit cards, loans, and other revolving lines of credit. I have never had any lender pull some scam like this, so there is no way I would expect such an atrocity to occur due to my previous 24 years of borrowing experience. This company expects consumers to follow this same behavior only to impose a 23% interest rate on a loan when it is advertised as being interest free.

Desired Settlement: I want the $2,207.40 in interest charges removed and allowed to make my final 24th payment of $340.00. At the worst case scenario, I want this interest rate and charges drastically reduced.

Business Response:

Dear ***** ************

Thank you for your inquiry, addressed to the Better Business Bureau, regarding the above-noted
account. Comenity Capital Bank issues Lending Club Patient Solutions credit accounts, and we
respond to all account-related inquiries. Your concerns were forwarded to my attention, and I
appreciate this opportunity to assist you.

We understand your concerns regarding the interest charges that have been assessed to your
Lending Club Patient Solutions credit account. We also understand that you were never informed
what would happen if the promotional plan was not paid in full by the end date. We apologize for
any frustration you may have experienced as a result of this situation.

Bank records indicate that a purchase of $8,500.00 posted to your account on October 31, 2013,
and was placed on plan 424-1: a 24-month deferred interest payment required plan, due to expire on
November 2, 2015.

Information about your promotional plan was provided to you on your monthly billing statements in
the "Details of your plans" section. Specifically, you were provided with the plan expiration date of
November 2, 2015, the original promotional plan purchase amount, the new plan balance, along with
the total accrued interest that would be assessed to the account if the promotional plan balance was
not paid in full by the plan expiration date.

On October 24, 2015, a billing statement was issued indicating an outstanding promotional plan
balance of $680.00. In order to avoid the accrued interest charges, the Bank needed to receive a
payment in this amount by November 2, 2015. Bank records indicate that a payment in the amount
of $340.00 was received on November 13, 2015.

As the promotional plan balance was not paid in full by the plan expiration date, accrued interest
totaling $2,207.40 was assessed to the account, and the remaining promotional plan balance of
$340.00 was moved to the revolving balance. Revolving balances are subject to finance charges.

For your review, we have enclosed a copy of the Credit Card Agreement (CCA). Please review
"Section D" of the CCA, under finance charges, which outlines information relative to deferred
interest promotional plan purchases:

    *If you make a purchase under any Defer Interest Promotional Credit Plan
     and don't pay the total amount before the end of the promotional period,
     we'll add the remaining purchase amount and the amount of accrued
     Finance Charges to your Regular Revolving balance.

As the Bank finds there to be no billing errors, your request for a refund of the interest charges that
were applied to the above-noted account is regrettably denied. Please be advised, the balance on
your account is $2,255.44. Thank you for your recent payment of $340.00, which was received on
December 15, 2015.

Lastly, our records indicate that the annual percentage rate on your Lending Club Patient Solutions
credit card for revolving balances is 22.98%. If there is a revolving balance on your account at the
end of each billing cycle, finance charges will be assessed monthly, pursuant to the terms of the
CCA.

I hope that this information is helpful. Should you have any other questions or concerns, please feel
free to contact me at ###-###-####, ext. ******* (TDD-TTY ###-###-####). I would be happy
to assist you.

Sincerely,

Diamond L***

Consumer Response: This response did nothing to repeal the carefully designed scam of assessing interest charges before a final payment, or even a 22nd payment could be received. I will transfer this balance to a reputable bank and never do business with them again. I will also make every effort to share my experience with all available venues, including social media.


Regards, ***** ***********

1/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June of this year I notified the the company that we are going to hand over my Loft, victoria secret and Davids bridal over to a credit consolidation company. I told them it would be paid in full in August and even faxed them and it was ignored. I am very angry over the harassing calls and continuous bills. It has to stop. Three know the company and our client number.

Desired Settlement: I want the harassment to stop they are getting paid.

Business Response: **** ** ****   **** ************ **** ******* **** ***** ********* ** **********   ***      ******* ****** ****** **** ******* ****** ** ****             ****** ******** ****** ********* ** *********             **** **** 

Thank you for your inquiry regarding the above-referenced account.  Comenity Capital Bank issues David’s Bridal credit card accounts, and we are here to help with your account-related questions.  Your correspondence, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to address your concerns. 

In the complaint, you stated that you sent the Bank notice of turning your account over to a consolidation company, and that the request went ignored.  Additionally, in your correspondence, you have requested that the Bank stop calling you regarding the account noted above.  

Please be advised that we did receive your letter on June 24, 2014; on June 25, 2014, we sent you a system-generated letter advising that the information did not contain the proposal from your consolidation company.  Before we can take proper action with your account, we need notification from the agency stating that you are a client of that agency, as well as the proposed payment plan.  Please send the notification to the address listed below:
******** ******* **** ** *** ****** ********* ** **********
On June 30, 2014, we updated the status of your account to ensure that you are no longer called on the telephone numbers ending in #### and ####. However, you remain responsible for the balance on the above-referenced account.  Please keep in mind that the Bank may contact you by mail or service of court filing, which would comply with state and federal law.

I apologize for any inconvenience this matter may have caused you, and I hope this information is helpful.  Should you have any further questions or concerns regarding this situation, please contact me directly at ###-###-####, ext. ##### (TDD/TTY ###-###-####); I will be happy to assist you.

Sincerely,
****** *******
Consumer Relations Specialist

Consumer Response: the proposal will be going out after the first payment is made in August  along with the payoffs. I am waiting for a copy of the signed agreement.  My counselor is ***** ****** at ####### Client number ##### 
Regards,
**** *****

Consumer Response: On August 15th the money will be taken out of my account. By the 25th their will be a proposal and or payment. 

Regards,
**** *****

Business Response: **** *** ****   **** ************ **** ******* **** ***** ****** ***** **  **********   ***      **** ****** **** ******* ****** ** ****             ********** ****** ****** **** ******* ****** ** ****             ****** ******** 

Thank you for your additional inquiry regarding the above-referenced accounts.  Comenity Bank issues LOFT and Victoria’s Secret credit card accounts, and we are here to help with your account-related questions.  Your correspondence, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to address your concerns. 

In the correspondence, you stated that on August 15, 2014, the money would be taken out your account from the credit counseling company, and by August 25, 2014, the Bank will be sent the payment proposal.  We have noted your account accordingly.  

Please be aware that as the Bank has not received the proposal, as of the date of this letter.  If payment is not made or received after the due date, the accounts would be assessed a late fee and a finance charge, in accordance with the Credit Card Agreement (CCA).  

We hope this information is helpful.  Should you have any further questions or concerns regarding this situation, please contact me directly at ###-###-####, ext. #### (TDD/TTY ###-###-####); I will be happy to assist you.

Sincerely,
****** *******
Consumer Relations Specialist

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Comenity Bank, FNA, World Financial Network National Bank - Comenity Capital Bank continues numerous daily (including Sunday) telephone calls to my residential telephone number after being asked to cease the calls. This is a complaint with the BBA.org & will file complaint with the banks federal regulators.

Desired Settlement: Immediately cease the harassing telephone calls to my residential number & a public apologize for the banks deficient activities. Reputation risk is a significant concern for this bank.

Business Response:

Dear Mr. *****:

We have received your recent complaint addressed to the Better Business Bureau.  Comenity Bank issues multiple retail credit card accounts, and we are here to help with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you have received calls from the Bank at your telephone number, ending in ****, and you would like the calls to stop.  Please accept our apology for any inconvenience or frustration that you may have experienced regarding this matter.

Please be assured that the telephone calls placed to the number ending in **** were made in attempt to contact one of our customers regarding a personal business matter.  Comenity Bank may call until our attempt to communicate with our customer is successful.  Therefore, it is possible to receive multiple calls in a day between the hours of 8:00 a.m. and 9:00 p.m.

Please be assured that we have updated the credit card account(s) that listed your telephone number to ensure that you no longer receive calls from Comenity Bank.   

I hope that you find this information to be helpful.  If you have any further questions regarding this matter, you may contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Melissa L******

Consumer Response:

No one is authorized to be using any of my personal information and if they are it is considered fraudulent activity and treated as such.  I do want any of my personal information being impaired by the actions of others and want to be ensured that my credit is not adversely impacted by actions of others.

Regards, **** **  *****

1/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/15/2015 Comenity Capital, on behalf of and at the request of GameStop, processed a fraudulent purchase of goods for $1411 using my identity without my consent. When my credit monitoring service informed me of this on 3/17/2015... I contacted GameStop and then was forwarded to Comenity Capital. I completed all required Comenity Capital reports and they stated that the matter was resolved (this was via phone and via USPS mail). Comenity Capital has failed to update Experian, Equifax, and TransUnion who all still show that I have an open account with Comenity Capital with a balance of $1411. I have tried repeatedly to resolve this with Comenity Capital without any action on their side other than telling me that the matter has been resolved... which is not the truth.

Desired Settlement: Comenity Capital to correct the Experian, Equifax, and TransUnion credit reports.

Business Response:
Dear Mr. ********: 

We recently received a complaint, addressed to the Better Business Bureau, regarding the GameStop PowerUp 
Rewards™ credit card account. Comenity Capital Bank issues GameStop PowerUp Rewards™ credit card accounts, 
and we respond to all account-related inquiries. I appreciate the opportunity to assist you. 

We understand from your complaint, on March 15, 2015, a GameStop PowerUp Rewards™ application was 
fraudulently submitted using your identify. As soon as you were notified by your credit monitoring service of the 
application on March 17, 2015, you contacted GameStop and Comenity Capital Bank. At which time, you completed 
all the required documentation needed to file a fraud claim. You were assured that the matter was resolved, 
however, a recent review of your credit file indicated that the fraudulent account was still reporting as an open 
account with a balance of $1,411.00. You are requesting the Bank correct the information reporting on your credit 
file. 

After a thorough investigation, our records indicate that a request was sent to the credit-reporting agencies on June 
17, 2015, with instructions to delete the GameStop PowerUp Rewards™ account, in its entirety, from your credit file, 
due to a fraudulent application. We apologize if the information was not updated at that time. 

Our records further indicate that you contacted our Account Protection (Fraud) team on December 28, 2015, 
regarding the GameStop PowerUp Rewards™ account still reporting on your credit file. As a result, Comenity Capital 
Bank sent a second request to the credit-reporting agencies to delete the above-noted account from your credit file 
on December 28, 2015. Please be advised that it may take the credit-reporting agencies 45 days to update their 
records. 

Since you have been a victim of identity theft, we encourage you to place a fraud alert on your credit file. This will 
advise potential creditors that you have been a victim, and additional verification will be required before an account 
can be established. Please be aware it is only necessary to notify one of the agencies, and they will notify the others. 
The credit bureaus may be reached using the following information: 

Experian (TRW) TransUnion (TRU) Equifax (CBI) 
PO Box 2002 PO Box 390 PO Box 740241 
701 Experian Parkway Springfield, PA 19064 - 0390 Atlanta, GA 30374 - 0241 
Allen, TX 75013 - 0036 ###-###-#### ###-###-#### 
###-###-#### 

http://www.experian.com http://www.transunion.com http://www.equifax.com 

We hope you find this information to be helpful. Should you have any further questions, please contact our Account 
Protection (Fraud) team at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you. 

Sincerely,  Lauren S****

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory.. for now... to me. However, after 45 days, if the matter has not been resolved at the credit bureaus then I will submit another complaint as I have heard most of this before without resolve... and there is nothing that I can do to control the bank actually sending the letters to the bureaus.  The bank stated that letters were sent this summer and I find it difficult to believe that all three bureaus ignored the bank's letters.  I also find it hard to believe that the bank cannot pick up the phone and talk with someone directly at the bureaus to make sure that this issue has been resolved.  After 45 days I will not be calling the bank to go through this process... I will simply submit another complaint and will not accept resolution until all three bureaus remove the bank from my files.

Regards, ******* *********

1/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Comenity Capital Bank in conjunction with LaserAway Adavantage Credit issued a $400+ finance charge against me for a $200 balance. I opened an account in Dec. 2014 for an interest free account as long as it was paid within one year in the amount of $2,299. I was told by the ******** ** ****** ******* *., that payments could be set as automatically debited from your account. After receiving a $60 late fee charge I realized there was no automatic debit option provided by Comenity. They make it extremely inconvenient for people to pay their account and will only let you schedule a payment in advance of 30 days only. Since then, each month I made continuous payments of the balance due spread evenly over the course of the year. My October statement had $570 balance, to which I paid $190, leaving a $380 balance. At the bottom of my statement it outlines your interest charge calculation, if applicable, though in this case not yet. It lists my plan number, interest rate of 26.99% and the balance subject to interest rate of $527.21, and an interest charge of $0. I don't event understand how they had the $527.71 of a balance to begin with. The balance was $570-190=380. Regardless, November I have a balance due of $380, so of course I think I will split it evenly again between November and December. I pay the $190 and as allowed, scheduled my next December payment (to be my final payment). On December 8 I log in to my account only to discover my balance of $190 was now charged a finance charge of $406.43. WHAT? How on earth could a $190 balance incur $406.43? Referencing my previous statement, even if they assessed the finance charge to $527.71, the interest rate should only be $142.43. My first issue is that my services with the plan/company did not even begin until January and from my understanding, I had one year to pay it off. I feel the statements were extremely misleading in the time I had to pay off my account. Furthermore, I'm not sure of anyone who assesses a finance charge on an amount greater than the actual balance due. I called immediately that morning when I realized what had happened. I spoke with a customer service agent also named ******* and he informed me there was nothing he could do besides only charge me a $200 finance charge. Of course I said I wanted to pay it off right now to avoid incurring any additional fees. I would have paid it off in November had it been clear my balance needed to be paid to avoid finance charges. There wasn't even a late fee assessed--they immediately assessed an interest charge. I am extremely disappointed in so many aspects of this situation. 1) Not allowing customers to make automatic payments. It is extremely frustrating to have to manually make a payment once a month instead of ensuring your customers the convenience and to avoid the likelihood of late payments. 2) The statements were very misleading and confusing. As a courtesy to your customers, you would think you'd notify them of their plan expiring. 3) I do not understand how my $190 balance warranted $400+ in finance charges. I wanted to continue my services with this company, but am extremely disappointed in how they have handled my case.

Desired Settlement: I would appreciate if the company refunded the exorbitant finance charges that were assessed to my account. Furthermore, I think taking a look at business practices to better serve your customers would be appropriate. I understand you are in the business to make money (hence assessing finance charges), but you shouldn't avoid doing your best to actually service your customers.

Business Response:


Dear ******** ********

We have received a complaint regarding the above-noted account. Comenity Capital Bank issues Laseraway
Advantage credit accounts, and we respond to all account-related concerns. Your complaint, addressed to the
Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to assist you.

In your complaint, you state that you opened your account in December 2014 and made a purchase that was
placed on an interest free plan for one year. You further state that you were advised that your payments could
be set up to be automatically debited from your bank account; however, your account was charged a late fee,
as the Bank does not have the option for automatic payments. You are requesting that the finance charge be
credited to your account. We understand your concerns and apologize for any inconvenience or frustration this
matter may have caused you.

Please be advised that the Bank does not offer an option to schedule automatic payments to be debited from
your bank account; however, you are able to login online at our account center website and schedule a
payment up to 30 days in advance.

Our records indicate that on November 16, 2014, a purchase of $2,299.00 posted to your account and was
placed on a 12-month deferred interest payment required plan that was sent to expire on November 17, 2015.

For purchases on this plan, the customer is required to make payments on the promotional plan balance based
on the standard repayment terms for their account. Interest is accrued (calculated, but not added to the
balance), and if the balance is not paid in full by the plan end date, the accrued finance charges, which were
calculated from the date of the original purchase, will be added to the deferred balance, and this balance will be
moved to the customer’s revolving balance. This information appeared on your monthly billing statements,
under the heading, “Details of your plans”. I have enclosed your billing statements for your review.

Upon further review, our records indicate that a statement was issued to you on October 25, 2015, indicating a
balance of $380.00 and a minimum payment of $25.00 due by November 20, 2015. Under the “Details of your
Plans” section of that statement, it stated that the balance of $380.00 needed to be paid by November 17,
2015, to avoid the accrued interest. As a result of the promotional balance not being paid in full by the plan
expiration date, the accrued interest of $406.43 was assessed to your account on November 17, 2015.

Comenity Capital Bank has not found any errors with the account; however, in the interest of customer service,
a total credit of $206.43 in finance charges was issued to your account on December 8, 2015. Please be
advised that the Bank is unwilling to issue any additional credit.

We hope that this information is helpful. Should you have any additional questions or concerns, please do not
hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy
to assist you.

Sincerely,
Jenny W****

12/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It seems that I been paying the same amount on the same bill for purchases I order over or about a year ago. I don't see the correct amount that I been paying since ordering. My bill started as $197.00 making payments of $30.00 dollars amount but it shows I'm paying only $20.00. The total fee charges they have for 2015 is $140.00 and interest charge $51.37. How can they charged me the same when I been paying on this account for a year? Account number-****-****-****-****. I have all my receipts copy (written checks were mailed). If someone can get back with me, I really appreciate it. My billing statement never change.

Desired Settlement: I like to have my billed payment down to the correct amount of payments I owe; I would also like to have copies off all transaction when started with this account or any other account for that matter. Fees and charges are incorrect. Thanks you.

Business Response:

We received a complaint, addressed to the Better Business Bureau, regarding the above-referenced accounts.  Comenity Capital Bank issues Blair® and Haband credit card accounts, and we are here to help with account-related questions.  Your complaint was forwarded to my attention for review. 

You state you have been paying the same amount on the same bill for purchases you ordered about a year ago, yet your balance is not going down.  You further state that your bill started as $197.00 and you have been making payments of $30.00, but your account shows that you are only paying $20.00.  You have been charged $140.00 in fees and $51.37 in interest charges, and you state that the fees and charges are incorrect.  You are requesting to have your bill payment down to the correct amount you owe, and copies off all transactions since this and any other account started.  I appreciate the opportunity to respond to your concerns.        

Please understand that Comenity Capital Bank, Blair, and Haband are separate entities.  Comenity Capital Bank is responsible for addressing questions related to Blair® and Haband credit card accounts, while Blair and Haband are responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. 

We have reviewed your accounts and we are happy to share our findings. 

Our records indicate the Blair® credit card account ending in **** was opened on October 5, 2014, in the name of ****** *******.  Use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees.  The last purchase of $79.99 was made on November 14, 2014, and your last payment of $20.00 was received on December 2, 2015.  We have enclosed copies of your billing statements for your review.

On October 15, 2014, a purchase of $147.39 posted to the account, and on October 23, 2014, a purchase of $17.98 posted to the account.  On November 4, 2014, you spoke with a representative of the Bank, and during that conversation, you authorized a payment over the telephone in the amount of $165.37.  As a fee is applied for same-day payments made with a Bank representative, a charge of $7.50 was assessed to your account.  This payment was returned by your bank; as such, a debit of $165.37 posted to the account on November 12, 2014.

On November 14, 2014, a purchase of $79.99 posted to the account, and on December 1, 2014, a payment of $7.50 posted to the account. 

Additional payments were received by mail and posted to your account on the following dates: $30.00 on December 30, 2014, $30.00 on February 13, 2015, $45.00 on March 10, 2015, $30.00 on April 9, 2015, $30.00 on June 11, 2015, $30.00 on August 3, 2015, $20.00 on October 6, 2015, $20.00 on October 28, 2015, and $20.00 on December 2, 2015.

Additionally, a telephone payment of $20.00 posted to the account on September 6, 2015, when you spoke with a representative of the Bank.       

If you made additional payments to the Blair® credit card account that have not posted to the account, please send in copies of the front and back of the cancelled checks to my attention, at the address listed above.  If the payments were made by money order, we ask that you return to where you purchased the money order and have the money order traced.          

Please keep in mind when payments are not received, are received after the due date, or are made for less than the minimum amount required, the account will be assessed a late fee and finance charge, as explained in the Credit Card Agreement (CCA).

Comenity Capital Bank finds the late fees and finance charges to be valid; as such, we are unwilling to make any adjustments to the account. 

Our records indicate that the Blair® credit card account ending in **** was opened on April 11, 2002, in the name of ****** *******.  On December 21, 2006, due to non-receipt of payment, the account was permanently closed, and reported to the national credit-reporting agencies as an unpaid debt with a balance of $927.97.  On February 20, 2008, the account was sold to Asset Acceptance.            

Our records indicate that the Haband credit card account ending in **** was opened on September 17, 2013, in the name of ****** T. *******.  The last purchase of $21.91 posted to the account on September 17, 2013.  On May 11, 2014, due to non-receipt of payment, the account was permanently closed, and reported to the national credit-reporting agencies as an unpaid debt with a balance of $216.53.  On May 21, 2014, the account was sold to Collins Asset Group.

When an account is sold to another entity, the outstanding balance on the credit bureau reporting from the former creditor becomes zero.  Since your accounts were sold, your credit report reflects a zero balance owed to Comenity Capital Bank as of the date of the account transfer.  An account will continue to show as a “charge off” even after the balance is adjusted to $0.00 since this reflects that the account balance was not paid to the Bank.  Also, the date an account is sold does not affect the length of time which the debt is reported to the credit-reporting agencies.  Delinquent accounts typically will report for seven years from the date the account first became delinquent (not from the date of sale or date of last activity).

In an effort to prevent any potential inaccuracy in the future, the Bank submitted a request to the credit-reporting agencies to have the Blair® credit card account ending in ****, and the Haband credit card account ending in **** deleted from your credit report.  Please allow the credit-reporting agencies 45 days to update this information in their records.         

We hope you find this information helpful.  If you have any further questions, please contact me at (800) 675-5685, ext. 7293135 (TDD/TTY (888) 819-1918).  I will be happy to assist you.

Sincerely,

Laura R******
Consumer Relations Specialist

CC:       Better Business Bureau


12/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

I began having issues with Paypal Credit in July 2015, when after a purchase was made, someone attempted to gather additional information from my bank account. I assumed, at the time, that the security breech occurred due to the vendor, not Paypal, so I cancelled my card related to the purchase and reported this to my bank.

On August 23, 2015 I received an email indicating that five transactions, in the amount of $100 each, had been charged to my paypal credit card account. This transactions, totaling $500, happened in seven minutes of time. I reported the fraudulent activity, both verbally over the phone and over their website. I requested that my card be suspended until I could pay the remaining balance off and close the account.

On August 29th, I received an email stating the investigation found in my favor and my account was credited $500.

On August 30th, I received a letter stating they had blocked a transaction because my account was blocked and could no longer be used.

On September 4, 2015 I logged in to my Paypal account to pay my remaining balance of $300 and saw that a transaction in the amount of $70 had been added, despite the letter I had received. I called immediately and customer service told me that the earlier case had not found in my favor but they were unable to provide an explanation for the conflicting email, informing me otherwise or explain the $500 credit to my account.

The following day I received a suspicious email, from someone claiming to be associated with Paypal so I contacted customer service to report it and forwarded the email on. When reporting it, I told them it had become obvious that someone had someone gained access to my paypal account.

On September 23 ,2015 I received another email for another transaction in the amount of $300 that had purchased with my paypal card. I called immediately, beings this account had been suspended and blocked since first reporting the fraudulent activity in August. The customer service representative told me that they had taken it upon themselves to reopen the account. This was done without my consent, authorization, or knowledge.

Currently, there are $370 worth of charges on my paypal credit card account that I did not authorize. None of the purchases were for tangible items that I received and ALL of these charges occurred after I requested the account be suspended. This has caused both me and my family excess stress and financial strain.,

Desired Settlement: I am requesting that my account be adjusted accordingly and that Paypal begin to take customer complaints of privacy violations more seriously. The population needs to be made aware that Paypal is not as secure as they claim to be.

Business Response:

Dear Ms. *****:

We received the complaint you sent to the Better Business Bureau of Central Ohio
(BBB) regarding Pay Pal Credit. Your correspondence was forwarded to Comenity
Capital Bank. The PayPal Credit product is issued by Comenity Capital Bank and
serviced by Bill Me Later, Inc. PayPal Credit is a payment option made available by
many merchants to their customers.

You complaint states fraudulent transactions posted to your PayPal Credit account in

August 2015. You notified PayPal Credit of these fraudulent transactions, and you later
received in ernail from PayPaD Credit informing your the investigation was found in your
favor with credits issued to your account. You also received a letter stating your
account was blocked. Subsequently, you noticed a transaction of $70.00 posted to your
account, and you were advised by PayPal Credit that your fraud claim was denied,
contrary to the email you received, Further, you state that you received an additional
email notifying you that a transaction of $300.00 had posted to your account, although
your account was supposed to be closed, You would like these charges removed from
your account.


On August 25, 2015, you called PayPal Credit reporting fraudulent transactions on your
account. At that time, PayPal Credit opened a fraud investigation and you were advised
the investigation could take up to thirty days to be completed. You were also informed
your account would be temporarily suspended during this time. In a letter mailed to you
dated August 29, 2015, you were informed by PayPal Credit your fraud claim was
denied because no suspicious activity was detected in connection with the transactions.
Upon conclusion of the fraud investigation, PayPal Credit removed your account from a
suspended status.


Upon receipt of your complaint, PayPal Credit reached out to PayPal on your behalf and
confirmed you submitted a claim with PayPal on August 24, 2015, regarding five
unauthorized transactions of $100.00 on your account. At that time, PayPal contacted
the merchant regarding the transactions, and the merchant proactively issued five
$100 .00 refunds prior to the completion of Pay Pal's investigation. Per PayPat's policy,
when a merchant issues a credit prior to completion of an investigation, PayPal will
resolve and close your claim in your favor, which you were informed of in five emails
from PayPal on August 28, 2015. These credits are reflected on your September 8,
201 5, billing statement.


Although PayPal Credit is a PayPal product, your PayPaI unauthorized transaction
claims were separate from your PayPal Credit fraud claim, because PayPal and PayPal
Credit are separate entities. Please note, even though the merchant issued credits to
your account, PayPal found no indication of fraud.


On September 25, 2015, you called PayPal Credit stating another unauthorized
transaction of $305.00 posted to your account. Because the representative thought you
were saying the unauthorized transaction was posted to your PayPal account, you were
transferred you to PayPal to address this unauthorized transaction and you submitted a
claim with PayPal. On October I, 2015, PayPal sent you an email stating, "[we've
completed our review of your account and found that your account is secure and has
not been accessed by an unauthorized third party. As a result, we've closed your
unauthorized transaction claim." Upon receipt of your complaint, PayPal Credit also
reviewed this transaction for fraud and did not find any suspicious activity in connection
with the transaction. Please note this transaction was made through PayPal using
PayPal Credit as the funding source.


With the information currently in PayPal Credit's possession, there is no indication of
fraud in connection with your PayPal Credit account. As of the date of this letter,
PayPal Credit has not received your signed affidavit or any supporting documentation
for your claim. In arder for PayPal Credit to further investigate this matter, they ask that
you provide additional documentation in support of your fraud claim. This
documentation may include a police report filed in connection with the alleged fraud, a
Federal Trade Commission affidavit available at www.ftc.gov, a complaint filed with the
Internet Crime Complaint Center (http://www.ic3.gov), and/or any other similar
documentation. You may fax this documentation to ###-###-#### or mail it to the
following address:


PayPal Credit
Attn: Executive Escalations
P.O. Box 5018
Timonium, MD 21094


Per your request, PayPal Credit closed your account. As of the date of this letter, your
balance is $402.78 with a minimum payment requirement of $60.00 due by December
5, 2015. We hope this letter explains and resolves this matter.

Sincerely,
Laura C*******

Consumer Response: The response letter that was sent to me from Comenity Capital Bank contained several discrepancies and inaccurate information.  They have not taken responsibility for their actions or the mismanagement of the fraud reports I made nor have they appropriately handled my account.


In the second paragraph of their response letter to me they refer to a letter that I received stating that my account was blocked and could no longer be used.  This letter is attached, for your review, and no where in that letter does it state that the suspension on the account was temporary.  It in fact expresses the opposite by its use of the wording:  CAN NO LONGER BE USED.  When I filed the initial dispute I indicated, to the customer service department, that I wanted the account suspended and would pay off the account as soon as possible so that I could properly close the account.  Attachment 1 is my statement of what my balance was that was due on September 5, 2015 which totaled $298.45.  As follow up to my conversation with the customer service department, regarding paying my balance off as soon as possible, I submitted a payment in the amount of $300 on September 4, 2015. so that my account could be closed properly.  Page 10 of the 2nd attachment is the proof that I submitted a payment in the amount of $300 on September 4, 2015.  Additional proof can be seen in Attachment 3, which is a copy of my bank statement.  My account should have been formerly closed on September 4, 2015, as I had fulfilled my end of the agreement.

In the third paragraph of their response letter to me it states that I was informed, via letter, that my account would be temporarily suspended and another letter stating that their investigation revealed that no suspicious activity was found on my account.  This is incorrect.  Referring back to Attachment 1, this letter does not state the suspension was temporarily but stated the account CAN NO LONGER BE USED.  Their response relies on the premises that customer service told me that my account would be suspended temporarily; however, I do not recall this being said and the contents of the letter, written several days later, confirms the account should NOT have been used.  Written documentation overrules any and all previous verbal conversations.  Please note the date on the letter from pay pal is August 30, 2015.  The third paragraph of their response also contradicts the results of the investigation.  Pages 2-6, of Attachment 2, are the emails from pay pal that indicate that their investigation was complete and they found in my favor; therefore $500 of credits were issued.  How can they claim that they did not find suspicious activity but still credit me $500?  They credited me because I did not make these purchases, which is an obvious indication that fraudulent activity WAS taking place on my account.  Paragraph 3 states that my account came out of "suspended" status following the completion of the investigation which contradicts the information that they provided in paragraph one when they referenced transactions were blocked do to the account being blocked and no longer able to be used.  Please refer to pages 2-6, of Attachment 2, to confirm the investigation had reached it decision on August 28, 2015 (date they claim my account would have exited suspension status) and then compare to date listed on Attachment 1 and/or the letter they refer to in paragraph one of the response about blocking transactions.  This letter circulated AFTER August 28, 2015!  How can they claim now the account was out of suspension status on August 28, 2015?

Paragraph four of their response indicates that they" reached out to consumer, who offered credits, therefore they suspended the investigation" which provides a great deal of insight into how Paypal actually responds to claims of fraudulent activity.  Why would a consumer offer credits if they didn't recognize some sort of fraud had been committed?  They wouldn't.  Why on earth would Paypal withdraw an investigation of fraud, when consumers extend credits? That should be their incentive to investigate further and more thoroughly.  They obviously do not care about fraudulent activity, so long as they get their money, to hell with the customer!  I am certain that my multiple claims of fraudulent activity are not the only ones that have been swept under the rug.  

And lastly, my initial complaint concerned $370 in charges that I did not authorize but that amount has since increased.  Paypal has since deactivated my online access to my account and the last billing statement that was mailed to me was on September 12, 2105.  My current balance now exceeds $400, even though I paid my balance in full on September 4, 2015 and requested the account be closed.  $70 of the disputed amount were charges that were referred to in the letter dated referred to in paragraph one.  The letter states that these transactions were blocked ($50 and $20) but these WERE charged to my account and also deducted from my bank account.  Please see pages 7 and 8, of Attachment 2, these are the receipts that were emailed to me.  Page 9, of Attachment 2,  is proof that money was deducted from my bank account and Attachment 3 is proof that this money did in fact come out of my account.  How can they dispute my fraudulent claim when my account was suspended at the time (even according to them) and money was taken out of my banking account too?  And additional $305 was charged to my account on September 23, 2015 long after my account was supposed to have been closed, blocked, and suspended.  I do not feel that I am responsible for any of the amount that is currently owed.  I have not received merchandise, products, or any services for any of these fraudulent changes that have appeared.  Paypal has exploited me as a customer and increased my vulnerability to acts of identity theft.  How many other people have been victimized?  On top of compensation, I am requesting the BBB do an intensive investigation of Paypal and their privacy and investigation practices.     

Regards,****** *****

Business Response:

Dear Ms. *****:

We received the complaint you sent to the Better Business Bureau of Central Ohio
(BBB) regarding PayPal Credit. Your correspondence was forwarded to Comenity
Capital Bank. The PayPal Credit product is issued by Comenity Capital Bank and
serviced by Bill Me Later, Inc. PayPal Credit is a payment option made available by
many merchants to their customers.

Your rejection states you do not agree with our previous response letter. You believe
you should not be responsible for the balance owed on your account because your
account should have been closed and paid for prior to the alleged fraudulent charges
taking place.

We reviewed your account and our previous response, and did not find any
discrepancies. As of the date of this letter, your fraud claim remains declined because
PayPal Credit has not received your signed Affidavit or any supporting documentation
for your claim. As stated in our previous response, in order for PayPal Credit to further
investigate on the allegation of fraud, additional documentation is necessary. This
documentation may include a police report filed in connection with the alleged fraud, a
Federal Trade Commission affidavit available at www.ftc.gov, a complaint filed with the
Internet Crime Complaint Center (http://www,ic3.gov), andlor any other similar
documentation. You may fax this documentation to ###-###-#### or mail it to the
following address:


PayPal Credit
Attn: Executive Escalations
P.O. Box 5018
Timonium, MD 21094


As an additional courtesy, PayPal Credit waived one late fee totaling $25.00. This
credit is reflected on your December 8, 2015, billing statement. PayPal Credit is unable
to waive your remaining balance. As of the date of this letter, your account is closed
with a balance of $252.78. No minimum payment is due at this time. Your next
required minimum payment will be reflected on your next statement dated January 8,
2016. We hope this letter explains and resolves this matter.

Sincerely,

Laura C*******

12/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Comenity Bank/Lending Club Patient Solutions has, for 6 months, been continuing to send me bills via mail and calling me on average 8 times a week regarding a loan arrangement that was discontinued in early 2015. The loan was for services from Hair Club for Men of San Jose, CA. Hair Club convinced me during the initial consultation that their products/services/procedures for hair replacement had changed greatly since I last had similar services 16 years earlier. But, after trying the hair piece for one month I had the same adverse reactions of uncontrolled itching. Then Hair Club wanted me to try the hair-attachment technique, which I did, but ALL of the hair attached to my own hair fell out before the 2nd phase was to happen. I could not afford the final alternative, that being hair surgery. After discussing the problems with Brian C., the regional manager of Hair Club, he agreed that I should not have to continue payments for services/products that do not give the desired results. He instructed me to take this case to Comenity Bank, explain the entire situation, and stress that I "did not get the services I was promised". Via email to customer service, I did just that, immediately after refusing further hair attachments. I also added that it was illogical to keep paying for services I was not getting through no fault of my own or of Hair Club, and that "I am not going to pay 1 red cent additional on this loan". Comenity Bank's customer service responded, symbolically putting their fingers in their ears and refusing to listen; they gave a "brush-off", and pointed the burden back onto Brian C. to resolve the matter. Since then, Comenity Bank has not left me alone and has continued sending monthly statements and using countless different 800 numbers to call me 6-8 times a week.

Desired Settlement: Comenity Bank claims I still owe them $3548.85 as of 10-8-15, which includes interest fees and late fees since I stopped making payments, and also reflects $984.00 of payments I made between 12-5-2014 and 3-19-2015. I wish them to completely cancel all remaining debt they claim I still owe them. I also request a partial refund of the total amount I have paid, as penalty for lack of proper customer service.

Business Response:


Dear ******* ** ******

We have received the complaint that you sent to the Better Business Bureau, regarding the above-referenced
account. Comenity Capital Bank issues Lending Club Patient Solutions credit accounts, and we are here to
help with your account-related questions. Your complaint was forwarded to my attention, and I appreciate the
opportunity to respond to your concerns.

In reviewing the complaint, the Bank understands that you went to the Hair Club for Men and financed

treatments on your Lending Club Patient Solutions credit account and you are not satisfied with the quality of
work provided. You are requesting a refund. We apologize for any frustration or inconvenience this situation
may have caused you.

Please be advised that Comenity Capital Bank and Hair Club for Men are separate entities. The Bank is
responsible for addressing questions related to the Lending Club Patient Solutions credit account, while Hair
Club for Men is responsible for addressing concerns regarding treatments, charges, and refunds.

Bank records show that a purchase of $3,695.00 posted your account on November 21, 2014. This purchase
was placed on a 6-month, deferred interest, payment required plan, set to expire on May 24, 2015. For
purchases on this plan, the customer is required to make payments on the promotional balance based on the
standard repayment terms for their account. Interest is accrued (calculated, but not added to the balance) and
if the balance is not paid in full by the plan end date, the accrued finance charges, which are calculated from
the date of the original purchase, will be added to the deferred balance, and this balance will be moved to the
customer’s revolving balance.

Our records further indicate payments were not received; therefore, late fees were assessed to your account.
Furthermore, as a result of the promotional balance of $2,721.00 not being paid by the plan’s end date,
accrued finance charges of $343.59 were assessed to your account on May 24, 2015.


Please be advised that we have reached out to Hair Club for Men regarding the charge on your account and
we have been advised that a refund is not due, as treatments were provided.

As of today, the balance on your account is $3,653.89. In addition, your account is currently five billing periods
past due. Please be advised, if the account exceeds six consecutive billing periods past due, the account
balance would write-off and be reported as an unpaid debt to the national credit-reporting agencies. A write-off
account can remain on your credit bureau report for seven years.

I hope that the information I provided is helpful. Should you have any additional questions or concerns
regarding this letter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would
be happy to assist you.

Sincerely,
Jenny W****
******** ********* **********

Consumer Response: From: William C. Smith [mailto:cbtbforme@yahoo.com] 
Sent: Monday, November 30, 2015 3:40 PM
To: disputeresolution@centralohio.bbb.org
Subject: #10852198


Dear Ms. Catherine McLaughlin:
 
I just now received the email today, 11-30-2015, regarding this BBB complaint, stating I had not responded regarding the level of satisfaction with the business's response to the problem. Please be advised I was NOT given any choice in the matter; all I had received was the response to the complaint by Comenity Bank, and it DEFINITELY WAS NOT TO MY SATISFACTION!! They still think I owe them the remainder of the balance regardless of whether or not received the services I was promised by Hair Club for Men. They also made the error of assuming I wanted them to give me a full refund of what I had paid thus far, and that is NOT, nor EVER WAS, the case. Let me clarify now I wanted them to STOP sending me bills for services I was not getting, and requested only a PARTIAL refund for their unbusiness-like conduct: frequent phone calls of harassment  and sending bills through mail.
 
Please respond as soon as possible.
Sincerely,
******** * ******


Business Response:

Dear ******* ** ******

We have received the complaint that you sent to the Better Business Bureau, regarding the
above-referenced account. Comenity Capital Bank issues Lending Club Patient Solutions credit
accounts, and we are here to help with your account-related questions. Your complaint was
forwarded to my attention, and I appreciate the opportunity to respond to your concerns.
We have reviewed your account, and our records indicate that the Bank previously responded
to this complaint on November 19, 2015. In that response, you were advised to contact the
provider directly. We have enclosed a copy of our previous response for your records.

As of the date of this letter, the account balance is $3,758.64.

I hope that the information I provided is helpful. Should you have any additional questions or
concerns regarding this letter, please contact me at ###-###-####, ext. ******* (TDD/TTY
###-###-####). I would be happy to assist you.

Sincerely,

Jenny W****

Consumer Response:

Comenity Bank is refusing to listen to "common sense"; I.e. Not paying for services I am not getting. It was made perfectly clear in my initial complaint why I am not receiving services from Hair Club For Men. Comenity Bank must follow up with ***** ******** the ******** ******* of Hair Club who oversees the San Jose California branch, who is in total agreement with my actions in this matter. I have already paid a substantial amount of money towards this loan; Comenity Bank has already made a profit off of me. Refund or not, I will NOT pay any more on this loan. What is the logic in paying for services I am unable to receive? This is where Comenity Bank is refusing to listen, and likely why they have received thousands of BBB complaints over recent years. They also continue to harass me with several calls a week.
Regards, ******* *****

12/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a customer at American Laser Skincare Company Aug,2014. I started service in 8/2014 for full body hair removal consisting how many treatments my whole body requires. I received one treatment in Aug and a half partial treatment sometime in Oct, where not all my body was treated because my arms were tanned and they don’t treat tanned area. Before I even started I paid in cash $1500 as a down payment and I took the $7500 as a credit card loan through them. I came back from my honey moon end of Nov called trying to schedule my third treatment and was surprised that the company went out of business and there was no way for us costumers nor the credit card company to contact them at all for any information, referral, or payments refunds. In the mean time I had already made four payments totaling in $1023. When I found out the company closed down and they are not even referring their patients to other companies to finish their treatments, I stopped paying and was looking into resolving the issue with Comenity Capital Bank. The credit card company was very consistent in calling me almost daily million times asking me to make the payment and acknowledging the amount to them "I still owe". I initiated a dispute with them and they processed it initially where they credited $5102.62 to the account. I started a new dispute to process the amount left since I don’t believe I should be held liable for the amount left. The service I received is not affective in any removal of hair since I had to continue so many treatments for the hair growth to stop. Not to mention, I already had paid upfront to American Laser Skin Care $1500 in cash and four payments totaling in $1023. Comenity bank refused to refund the full amount that is still pending and kept asking me to pay the amount left which is 1518.79. The money I paid was paid for service I haven’t received and is not effective either ways considering the company closed down. I was not asking them even for a refund of the money I paid for nothing, but I refuse to pay for service I didn’t get at all. The one and a half treatment I received doesn’t work to help with removal of hair. I was scheduled for many more treatments so the hair growth is stopped. So technically even the one treatment does not count and I feel like I paid my money for nothing and I refuse to pay the remaining balance that they are asking me to pay because I don’t owe anything.

Desired Settlement: I am not asking for any refund from neither American Laser Skincare nor Comenity bank. All I am asking for is to resolve the credit card loan situation without asking me to pay it . refund, waive or any other solution .I dont owe them anything and I already made four payment initially and money in cash . I never had any issues with my credit cards companies or payments. Always pay on time and have very good credit. howerver, this specific case is different and I feel its not fair for me nor for many other costumers who were affected by this company going out of bussines to pay money they dont owe.

Business Response:

Dear ***** ******

We received your additional complaint regarding the above-referenced account. Comenity
Capital Bank previously issued American Laser Skincare credit accounts, and we are here to
help with account-related questions. Your complaint, addressed to the Better Business Bureau,
was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We have reviewed your account, and our records indicate that the Bank previously responded
to this complaint on October 19, 2015. In that response, you were advised that a credit was
issued for the unused treatments. We have enclosed a copy of our previous response for your
records.

As of the date of this letter, the account balance is $1,518.79. We consider this remaining
balance to be valid.

We apologize for any inconvenience this matter may have caused you. Should you have any

additional questions or concerns, please contact me at ###-###-####, ext. *******
(TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,
Jenny W****

Consumer Response:

I dont agree with the decision Comenity Bank is making. I had explained in my initial complaint that the first time the amount was disputed and that they refunded part of it not considering the fact I had already made $1500 in cash and four payment to them totalling $1023 for service I havent recieved. Attached you will find a copy of their request to me to reply to the second dispute that I started mid Sept,2015. The letter is dated Sept 19th. I replied to them with all they requested in writing and a copy of the letter I sent to them is also attached and is dated Oct 2nd. I had explained all they asked for in writing for the second time and they still neglected the fact that I did not get any service and didn’t considrer any refund even if partial. They only went ahead by refunding the late fees that they charged me for not making any payment. They replied to me once again by sending the same exact letter that is date Sept 19th but dated it OCT 19th and not making any changes.

My service with ALS was basically a full body lazer treatments untill hair growth is stopped and post treatment if necessary, of which I only got one and a partial treatments. I still have hair all over my body and no service was done. In addition to a“complimentary” package of 6 facial treatments that I was going to use one before my wedding that they never did because they told me my skin will be irritated and they didnt recommend it before the wedding. So i held off on it till after my honeymoon and thats when the company immediately closed. I am also attaching a copy of the reciept of the payment I made in cash using my debit/visa card and a copy of the aggrement I signed with them . This is all the papers I was able to find beside the HIPPA copies and the patient privacy and patients responsibilities.

Comenity Bank should have all the payments I made on the statments from Sept untill Dec of 2014 . the payments should show the total amount I paid of  $1023 in addition to the $1500. I disagree wit the decision they are making by asking me to pay the remaining balance of $1518.79. I refuse to pay this amount for service I didnot recieve and I am willing to sue them if its necessary. I would totally pay it for a lowyer to fight for me if they wont consider that they are being not fair to all those customers who were affected by the closure of ALS . It is not our fault ALS took their money and went bankruptcy.

Last I have to say to end my statment , I am willing to pay the minimum due on the last billing statemetn I recieved , which is $214, if they are willing to resolve this case and refund the rest and close the account. Regards,***** *****

Business Response:

Dear ***** ******


We received your additional complaint regarding the above-referenced account. Comenity
Capital Bank previously issued American Laser Skincare credit accounts, and we are here to
help with account-related questions. Your complaint, addressed to the Better Business Bureau,
was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.
We have reviewed your account, and our records indicate that the Bank previously responded
to this complaint on October 19, 2015 and November 17, 2015. In the previous response dated
October 19, 2015, you were advised that a credit was issued for the unused treatments. We
have enclosed a copies of our previous responses for your records.

As of the date of this letter, the account balance is $1,555.79. We consider this remaining
balance to be valid.

We apologize for any inconvenience this matter may have caused you. Should you have any
additional questions or concerns, please contact me at ###-###-####, ext. *******
(TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

Jenny W****

12/21/2015 Problems with Product/Service
12/17/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We have a Credit Card with the Comenity-BJ's Perks World Business where we receive a $20 award for every $2,000 we spend with the card. On our account it shows we have 11 awards totaling $220 that will expire on 12/31/15. We have not been able to use the awards because of an error on their part along with BJ's Wholesale Company. We called numerous times to fix the issue and each time we are told it is fixed and it is not. The awards are going on the card of another person within the company and not to me who is the Business Primary Member. I have been on the membership since I started in 2003. Back then we received checks and when Comenity took over it is supposed to just be associated with the card when you go to the store but my card always says we have none. We would love to have this resolved or we will cancel the credit card and the membership.

Desired Settlement: Would like them to issue a check to be used at the store or to have the awards added to my card as we have spent the money and want what was promised to us.

Business Response:

Dear Ms. *******


We meived yaur additional complaint, addressed to the Better Business Bureau, regarding the
account referenced above. Comenity Capital Bank issues My BJ's Perks World for Business
credit cards, and we are here to assist you with all account-related questions. I appreciate the
opportunity ta respond to your concerns.


We undersland from your complaint that you have a total of $220.00 in awards that are nat
being offered to you when you ga to check out at EJs, and that you believe the awards are
going la another person within the company.


Per our phone comrersafion on December 9, 2015, we have corrected the issue and your
awards jn the amount of $220.00 are now properly linked to yaur membership number as of
December 8,201 5. We apologize for any frustration this matter caused.


Should you have any furlher questions please contact me st ***** ********* ext. *******
(TDD/TTY ###-###-####). I will be happy to assist. you.

Sincerely,

Kristina W*****

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.  It has finally been resolved and we are able to use our awards.  Thank you so much for all your help.

Regards, ******** ******

12/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm not positive if this would qualify to submit a claim, but around 2 months ago I had gone on to the Orbitz site and applied for the credit card. It was approved. I used it as needed, and made the first payment on time. When I went to go use it, it was denied, which confused me because there was more than enough credit to cover something that was less than $25. I logged on to my account and saw that it said a 0 balance, with an $8000 limit, and less than $5000 of credit used. I called and the agent was not positive why my account was closed, but that it was closed. My issue with this is, I am very meticulous about my credit and finances. With the company approving my application for a Visa, than closing the account for some reason, that I have yet to know because I have yet to receive a letter, does negatively affect my credit because of the length of time of the account being open, as well as showing an account that is closed and with an outstanding balance. there would have never been any issue with me making the payments on time or before the due date. I have always been the type that would pay minimum to more than what is due. but to close the account within 2 months have approving it, especially since I had not spent the entire credit limit, and for the fact that I made the first payment on time, is not ok with me. again, this affects my credit report and score in a negative way, and that I am not cool with. if the company was going to close my account for, currently, some unknown reason, then they should never have approved my application. I know credit card companies can close out accounts at their own will due to certain circumstances, but I have never in my life ever had a credit card company close an account. I was always the one to do so, and for them to close it in such a short amount of time is inexcusable. again, the application never should have been approved if it was going to be closed within 2 months.

Desired Settlement: A few (2) re-open the account since they approved the credit card application about 2 months ago and leave the credit limit where it was originally approved at, $8000 (3) if they refuse to re-open the account, I feel for them closing the account within a few months of approving the credit card application, and because this will negatively affect my credit score and report, they should lower the balance due and/or charge no interest for as long as there balance. Again, this account was barely approved and opened within the last few months. If the bank was going to close it in such a short amount of time, they never should have approved the credit application and sent out a credit card.

Business Response:


Thank you for your complaint, addressed to the Better Business Bureau, regarding the abovenoted
account. Comenity Capital Bank issues Orbitz Rewards Visa® credit card accounts, and
we respond to all account-related questions. Your complaint was forwarded to my attention,
and I appreciate this opportunity to assist you.


We understand your concerns regarding the closure of the account. You are requesting that we
reopen the account and if we are unable to reopen the account, you request that we lower the
balance on the account, and/or lower the interest rate until the account balance is paid in full.
Bank records indicate that your Orbitz Rewards Visa® account was closed effective December
1t 2015. A letter was mailed to you on December 2, 2015, which explained the account was
closed due to recent excessive inquiries on your credit report. Please note the Bank may
periodically review accounts to determine their eligibility to remain open, as explained in the
Credit Card Agreement (eCA). Please be advised the Bank is unwilling to reopen the account.
Additionally, we are unwilling to lower the interest rate or the balance on the account. As of the
date ofthis letter, we show that the balance on the account is $3,983.78.


Should_ you have any further questions, please contact me at ###-###-####, ext. *******
(TDD/TTY ###-###-####). I will be happy to assist you.
Sincerely,

Rosa M******

Consumer Response:

They claim to have sent out a letter on December 2, 2015, but have yet to receive any letter. Also, my credit report has not changed from the time I applied to when they closed the account. I had checked this, as I look at my report regularly. With the information not changing on my report, they never should have allowed the account to be opened, especially since this will now negatively affect my credit score and report. to date, I have received 1 statement from them and that was the first statement and even made the payment on time. I work in finance and credit and do understand how it works. However, my issue is with the fact that the account was closed in such amount of time from it being opened and no changes was made on my credit report other than Orbitz looking to even approve the account. Again, it is not my fault, nor my issue if the computer qualifies people if they should not receive have been approved. That is something the company needs to investigate so others are not penalized. if Orbitz will not do anything, and I'm pretty sure they won't care about this part, but I will drop all connections I have with Orbitz, including my own travel plans and referrals. There are other companies who are more professional and know what they are doing and do not rely on a computer to give out credit and such to those who should never have received anything. I would have thought that with the short amount of time from when it was approved to cancel, that Orbitz would have the courtesy to write the credit bureaus to not have this negatively affect my credit, but I guess they are not willing to do and I now have my opinion of Orbitz. But again, I highly doubt Orbitz will care, especially since I am but one person and they can afford to lose one customer/client. They have not only demonstrated how unprofessional they are, but most credit card companies do have their system set up that if even 1 thing is off on a credit report, it needs to be submitted for further review. Why was this not done? It sounds like it was an error on their computer system and I am being penalized for it. Orbitz needs to own up to the errors of their computer and/or update their system on what it does, because it does affect people. I am one that I will not condone my credit report, score, and finances being played with by anyone and/or any company and I will stop all business and referrals with Orbitz and since they are unwilling to do anything for something their computer should not have done, I have my final opinion of them. I have never heard of any company doing this and it is appalling.

Regards,
******* ******

12/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Ma'am/Sirs I purchased a chair gym for $133. from Home Shopping Network to strengthen my arm/legs, after having a stroke that left me disabled & unable to drive. At least I thought the chair was purchased until Comenity Capital Bank; PO Box 182620; Columbus, OH started calling me every day harassing me, calling me a liar basically. I called a representative from HSN and told her to take out the full amount from my card. The people/representatives from Comenity called me afterwards telling me I owed $289 and I told them I paid for the chair in July, not knowing the date since I couldn't drive to the bank to retrieve my transaction reports. I will never ordered nothing else from HSN!!! Please handle this matter. Thank you

Desired Settlement: Consumer did not specify but appears to desire corrections to her account.

Business Response:

Dear Ms. ***********

We recently received a complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related inquiries. I appreciate the opportunity to assist you.

We understand from your complaint that you purchased a gym chair in the amount of $133.00 from HSN, which you believe was paid in full in July 2015. However, you have received several telephone calls from Comenity Capital Bank claiming that you owe a balance of $289.00. You are requesting the Bank look into this matter. We understand your concerns, and we sincerely apologize for any confusion this matter may have caused.

Please understand that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible for addressing questions related to the credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shipping.

After a thorough investigation, our records indicate that you were selected for a pre-approved credit account offer based upon the information listed in your credit file which satisfied the Bank’s criteria for creditworthiness. While placing an order with an HSN catalog sales representative on January 27, 2015, you accepted the prescreen offer and were approved for an HSN credit card account. Use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees.

On January 29, 2015, Flex Payment 1 of 6, in the amount of $29.28, was applied to the HSN account for the Chair Gym Exercise System w/Twister Seat, Mat & 4 DVDs, item 415128. On February 5, 2015, a statement was issued indicating a balance of $29.28 with a minimum payment of $25.00 due by March 3, 2015. As no payment was received by the due date, a late fee and finance charge were assessed to the account, pursuant of the terms outlined in the CCA.

On February 28, 2015, Flex Payment 2 of 6, in the amount of $20.82, was applied to the HSN account. On March 8, 2015, a statement was issued indicating a balance of $76.10 with a minimum payment of $30.00, due by April 3, 2015. As no payment was received by the due date, an additional late fee and finance charge were assessed to the account.

Monthly billing statements continued to be issued and as no payments were received, the HSN account wrote-off on September 7, 2015, with an unpaid balance of $268.55.

Please understand, when the Bank’s records show that the minimum payment due has not been received by the due date on an account; we will make attempts to contact you regarding the status of the account. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Capital Bank may call you until our attempt to communicate is successful. Additionally, when an account falls delinquent, a restrictive status is applied to an account, resulting in any pending transactions and/or Flex Payments being declined.

On your behalf, we contacted HSN, and their records confirm that you elected to have the Chair Gym Exercise System w/Twister Seat, Mat & 4 DVDs broken up into 6 Flex Pay payments. However, due to the restrictive status that was placed on your HSN credit account, HSN was unable to bill the credit card account for Flex Pay payments 3 through 6. Their records further confirm that a payment was received by their office to settle Flex Pay payments 3 through 6.

Although there were no Bank errors, in the interest of customer service, we have issued credits totaling $218.45 for the previously assessed fees. This adjustment will leave your account with a balance of $50.10, which is comprised of Flex Pay payments 1 of 6 and 2 of 6. Please remit a payment in the amount of $50.10 to the following address:

Comenity Capital Bank
PO Box 659707
San Antonio, TX 78265

Enclosed for your review, please find copies of the monthly billing statements.

If you are interested in no longer receiving prescreened offers of credit from this and other companies, please call toll-free ###-###-####. You may also submit the request in writing to one of the following addresses:

*******************

Should you later decide that you would like to receive preapproved offers, you may remove the prohibition on use of your credit report information by notifying the above agencies.

We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Lauren S****

12/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 11-13-15 I attempted to make a $30 payment to Comenity Bank for a GameStop account balance I have with them. I made the payment on their website and a couple days later on 11-16-15 I went to my bank to check if the money had been pulled but the bank responded with no $30 being billed or even put on hold to prepare for withdrawal. I question why it hadn't taken effect. The same day I received an email about my account being past due so therefore I called the company to resolve the issue. When I spoke to the customer representative she told me that no $30 was made. That I had a $20 past due amount and if I could make the payment that day which I agreed to assuming that the $30 previous payment attempt did not go through. Days later on 11-21-15 I received a call from a collector from Comenity Bank saying the $20 did not go through due to insufficient funds. They asked to schedule a payment on 11-24-15 which I agreed to reattempt to make the payment but afterwards I called my bank to check what was going on. Once I called my bank I found out that the $20 payment I had made on 11-16-15 did go through and was billed on 11-17-15 not only did that money get pulled but Comenity attempted to pull the previous $30 I tried to make on 11-13-15 the day after the $20 had been pulled. But when the $30 got billed I had insufficient funds so I took a overdraft fee from my bank. On the date of 11-16-15 the collector did not notify me that the $30 payment attempt was still in process so when I gave them the $20 payment I was left to believe that the $30 payment had been cancelled for some reason and therefore they contacted me to make a payment. But now since all this has happened they suspended my account for 90 days. They also still claim that the $20 payment I made has still not been made even though I have a print out of my bank which shows that the payment was made.

Desired Settlement: I would like for the $20 that I have proof from my bank that got pulled from Comenity Bank to be counted for and removed as a over due payment which I had made. I would also like for Comenity to refund me or compensate me the overdraft fee I received by my bank due to their mistake of not informing me that when I made the $20 payment the $30 payment was still going to be in process. Now the last thing I'd like is for them to remove the suspension on my account because I truthfully feel like I was not responsible for the error in which Comenity caused to me. I was not at fault for what had happened therefore I should not be penalized for it.

Business Response: Dear Mr. ****** 

Thank you for contacting Comenity Capital Bank. As the bank that issues GameStop PowerUp 
Rewards™ credit card accounts, we respond to all account-related concerns. Your complaint, addressed 
to the Better Business Bureau, was forwarded to my attention. I appreciate the opportunity to respond to 
your concerns. 

We understand from your complaint, you made a payment in the amount of $30.00 on November 13, 
2015, on the above-noted account. On November 16, 2015, you contacted your personal financial 
institution to inquire about the status of the payment, and at that time, you were advised that the payment 
had not been withdrawn from your checking account. You contacted Comenity Capital Bank and you 
state that you were advised there was no record of the $30.00 payment, and that your GameStop 
PowerUp Rewards™ account had a past due amount of $20.00, which you agreed to pay with the Bank 
representative on November 16, 2015. 

On November 21, 2015, you received a call from Comenity Capital Bank requesting an additional 
payment of $20.00, due to the original payment being returned to the Bank as insufficient funds. After 
again speaking with your personal financial institution, you were notified that the payment of $20.00 was 
processed successfully on November 17, 2015. You are requesting the Bank apply the payment of 
$20.00 to your account, remove the suspension that was added to your account during this process, and 
compensate you for the overdraft fee that you received from your personal financial institution because 
you were not informed that the $30.00 payment was still going to be processed. 

We have reviewed your account, and we are pleased to share our findings below. 

Bank records indicate that a billing statement was issued on November 8, 2015, indicating a balance of 
$369.40 with a minimum payment of $63.00, due by December 4, 2015. On November 13, 2015, a 
payment in the amount of $30.00 was scheduled online from your personal financial institution. The Bank 
attempted to withdraw this payment as scheduled. 

Bank records further indicate that you contacted our office on November 16, 2015, regarding the payment 
of $30.00, and at that time, you were advised by a Bank representative that the payment posted to the 
account, resulting in a remaining minimum payment amount of $33.00 (a past due amount of $20.00 and 
a scheduled payment of $13.00), due by December 4, 2015. Per your request, a payment in the amount 
of $20.00 was scheduled with a Bank representative on November 16, 2015, to cover the past due 
amount. This payment posted to your GameStop PowerUp Rewards™ account on November 16, 2015. 
Bank records do not indicate that you were advised that the payment of $30.00 was not made on the 
account during this call. 

After two attempts were made to process the $30.00 payment, Comenity Capital Bank received 
notification from your financial institution that there were insufficient funds to cover the payment amount. 
As a result, a returned check fee of $25.00 was assessed, the $30.00 payment was added back into the 
balance of the account, and a restrictive status was placed on your GameStop PowerUp Rewards™ 
account, due to the number of returned payments within a ninety day period. 

Please understand Comenity Capital Bank attempted to process the payment of $30.00 on November 13, 
2015, as scheduled. Unfortunately, our attempt was unsuccessful and a second attempt was made to 
process the $30.00 payment, per standard Bank operating procedures. Comenity Capital Bank finds 
there to be no errors in the processing of your payment; as such, we respectfully decline your request for 
compensation for the overdraft fee that you received from your personal financial institution. 

However, Comenity Capital Bank has identified that you were provided with inaccurate information 
regarding the returned payment amount on November 21, 2015. As a result, you scheduled an additional 
payment in the amount of $20.00 for November 24, 2015, with a Bank representative. Please be assured 
that this payment was cancelled, per your request. 

On behalf of Comenity Capital Bank, please accept my sincere apology for the inaccurate information that 
you were provided regarding the account status on November 21, 2015. Calls and letters of this nature 
are reviewed by our management team, and their recommendations regarding an appropriate resolution 
are followed. Due to the confusion this situation may have caused, a credit in the amount of $25.00 has 
been issued to the account and the restrictive status has been removed. Your account balance is 
$349.40 and your credit limit is $350.00. 

We value you as a customer, and we hope that this experience has not deterred you from using your 
GameStop PowerUp Rewards™ account, or continuing to shop with GameStop. 

We hope you find this information to be helpful. If you have any further questions, please contact me 
directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you. 

Sincerely, 
Lauren S**** 

12/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received financing from Aspen Dental 0n 10/10/14. My Husband and I had an examination and was told all the work we both needed. We proceeded with the recommendation of Aspen (Financed by Comenity Capital Bank). At a point the local dentist office decided to double bill me for a procedure that was already included in the financing. I refused to pay for it twice. Advised I would be happy to pay the original bill but remove to addtl bill for a crown which I had been billed for.

Desired Settlement: Just remove the double charge and I will pay what is owned.

Business Response: Dear *** ****** 

We received your additional complaint regarding the above-referenced account. Comenity 
Capital Bank issues DentalFirst Financing credit accounts, and we are here to help with 
account-related questions. Your complaint, addressed to the Better Business Bureau, was 
forwarded to my attention, and I appreciate the opportunity to respond to your concerns. 

We have reviewed your account, and our records indicate that the Bank previously responded 
to this complaint on November 17, 2015. In that response, you were advised to contact the 
provider directly. We have enclosed a copy of our previous response for your records. 

As of the date of this letter, the account balance is $3,512.38. 

We apologize for any inconvenience this matter may have caused you. Should you have any 
additional questions or concerns, please contact me at ###-###-####, ext. ******* 
(TDD/TTY ###-###-####). I would be happy to assist you. 

Sincerely, 
Jenny W**** 

12/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a payment of $51 on November 2nd, 2015. This payment was in excess of the minimum payment requested by PayPal Credit, and was three days before the payment's due date of November 5th, 2015. When I logged in on 11/9/15 to check on my account, it showed my payment as having not posted and that I am currently 'past due' with a minimum payment of $113 due. I called PayPal Credit today (no easy task) and spoke with a representative after experiencing notable difficulty with their phone system. Informed them of the above information and that I am even still in possession of the confirmation email. I was then told that the payment was 'rejected by my bank'. I then informed them that I did not pay from my bank but, rather, from my PayPal balance which was still, even at that moment, far more than was the amount of my payment. After discussing the matter with a manager, I was told that I'd experienced a 'glitch', that the correction would be made to my account (including a $35 late fee) and that I should re-submit the payment. Upon my logging in again, I saw that there were no changes made to the account. I then called a second time and reached a representative. I basically had to start over and reached the same conclusion with them. They did not offer this time to remove the late fee until I demanded it and told me to go ahead and re-submit the payment. I asked if the 'late' status and payment amount would also be adjusted given that this is their system's error and was told that these things would not happen. I find those conditions unacceptable.

Desired Settlement: I want the bill's status adjusted by PayPal Credit to reflect exactly as I'd intended for them to be given that there was no error on my part - all negligence was on them and their system. I want the $51 payment credit applied as planned, all late fees removed, and my account to not show as past due whatsoever. I took a screen shot still showing the $51 credit being made, I want them to do their accounting and assure me that the $51 is not already applied or taken from my balance.

Business Response:
Dear Mr. ***** 

We received the complaint you sent to the Better Business Bureau regarding PayPal 
Credit. Your correspondence was forwarded to Comenity Capital Bank. The PayPal 
Credit product is issued by Comenity Capital Bank (Bank) and serviced by Bill Me Later, 
Inc. PayPal Credit is a payment option made available by many merchants to their 
customers. 

Your complaint states you scheduled a payment of $51.00 on November 2, 2015; 
however, when you logged into your account on November 9, 2015, your payment had 
not posted. You state you contacted PayPal Credit and you were told that your 
payment had been rejected due to a glitch. You state the representative advised a 
correction would be made and a $35.00 late fee would be waived; however, you had to 
contact PayPal Credit again because the late fee was not waived and your account was 
still past due. You state you had to demand for the late fee to be removed and your 
request for your account to be placed in normal status was denied. You are requesting 
that PayPal Credit adjust your bill to reflect your $51.00 payment, and for PayPal 
Credit’s assurance that the original $51.00 was not deducted from your balance. 

PayPal Credit’s records indicate the $51.00 payment you scheduled from your PayPal 
balance on November 2, 2015, was rejected as the result of a system error. PayPal 
Credit apologizes for any inconvenience this may have caused. Please note the funds 
were not deducted from your PayPal Balance and the error is currently being 
researched to prevent future payment issues. 

You made two phone calls to PayPal Credit on November 11, 2015. You were initially 
told the $35 late fee would be removed from your account. Unfortunately, the 
representative you first spoke with did not waive the $35.00 late fee. We apologize for 
this inconvenience, and have forwarded the call to leadership for review. During the 
second call made to PayPal Credit, the associate did waive the $35.00 late fee and 
applied the credit to your account. 

PayPal Credit is unable to schedule a payment from your PayPal balance on your 
behalf. Although PayPal Credit is a subsidiary of PayPal, the systems used to retain 
consumer information are stored separately. 

As of November 17, 2015, your account balance is $1,422.87. Please note, due to the 
system error, we have cleared the late status from your account and removed your 
minimum payment requirement due by December 5, 2015; you have no minimum 
payment due at this time. Your next minimum payment will be due by January 5, 2016. 

We hope this letter explains and resolves this matter. 
Sincerely, 

Patricia L****** 

12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: FAILURE TO COMPLETE THE TERMS SET FORTH IN THEIR CONTRACT FOR USE OF SERVICE VIA PAYPAL CREDIT/ BILLMELATER. BOTH PAYPAL AND PAYPAL CREDIT/ BILL ME LATER FAILED TO MEET THEIR OBLIGATIONS UNDER THEIR TERMS OF USE POLICIES AND THE CREDIT CARD ACT.

Desired Settlement: Removal of the improper charges and accrued interest fees that are still adding to the account. In addition any late fees that have been added to the account since I notified PayPal credit that I will not pay another payment until this is rectified. I am forced to put my own credit rating at risk because paypal credit billmelater failed to hold up their end of their own contract. The Disputed transactions were disputed within the 30 day time frame that Paypal had in its policy at that time (it is now changed to a 60 day policy) I subsequently filed two additional disputes out of the 60 day time frame because there was no resolution or contact made from the firsr dispute. Ultimately these amounts were never set aside and have continued to accrue interest. Excuses have been given but PayPal already admitted to causing the error, they now refuse to fix it completely and have only credited my account for partial interest charges- which would never have been charged if they had properly handled the returns to begin with.

Business Response:

Dear Ms. **************

We received the complaint you sent to the Better Business Bureau of Central Ohio (BBB)
regarding PayPal Credit. Your correspondence was forwarded to Comenity Capital Bank. The
PayPal Credit product is issued by Comenity Capital Bank and serviced by Bill Me Later, Inc.
PayPal Credit is a payment option made available by many merchants to their customers.

Your complaint states you feel PayPal Credit has not complied with the Terms and Condition's
you agreed upon. You filed a dispute within thirty days; however, when your dispute went
unresolved, you filed a second dispute outside of PayPal's sixty day timeframe. Further, you
state the disputed amounts collected interest. You are requesting PayPal Credit remove the
incorrect purchases from your account and for the associated interest charges to be credited to
your account.

According to PayPal Credit's records, you made five purchases in the amount of $455.41 each
on November 4, 2013, from eBay merchant APMEX INC and selected PayPal Credit as your
funding source. Your purchases qualified for "No Payments + No Interest if paid in full in six
months" promotional financing until May 27, 2014. As long as the promotional balances
were paid in full by May 27, 2014, you would not receive any interest charges.

From January 2, 2014, through May 2, 2014, three payments were made to your account
totaling $1,579.79. These payments were applied to purchases with promotional plans expiring
first in order to avoid the associated deferred accrued interest from being assessed to your
account. Your December 12, 2013, payment of $620.00 went toward your purchase expiring
December 27, 2013. Your January 15, 2014, payment of $466.00 went toward two purchases
expiring January 27, 2014. Your March 31, 2014, payment for $493.00 went toward your
purchase expiring April 27, 2014. Because the five purchases from November 4, 2013, were
not paid in full by the promotional expiration date, deferred interest charges associated with
those promotional plans totaling $263.07 were assessed to your account.

On May 31, 2014, you contacted PayPal Credit via email regarding your purchases from
November 4, 2013. Your correspondence stated that the purchases were initiated as one
transaction and qualified for twelve months of promotional financing. PayPal Credit conducted
an investigation and confirmed twelve month promotional financing was not offered at the time
of your purchases, which you were notified of in an email on June 4, 2014. As a result, no
adjustments were made on your account. Upon receipt of your complaint, PayPal Credit
researched again and found that eBay was not offering a twelve month promotional plan at the
time of your purchases.

PayPal Credit previously confirmed with PayPal that you opened five unauthorized transactions
claims through PayPal's Resolution Center on August 14, 2014, for the five purchases of
$455.41 made on November 4, 2013, from eBay merchant ***** ***. On August 23, 2014,
PayPal issued two credits totaling $910.82 to your PayPal balance and your claim with PayPal
was closed. Upon receipt of your complaint, PayPal Credit learned these credits were issued to
you by PayPal in error; however, they will not be removed from your account. On August 24,
2014, you used these credits to make a payment to your PayPal Credit account. This payment
of $910.82 is shown on your September 2, 2014, statement.

PayPal Credit confirmed with PayPal that on November 14, 2013, you issued an eBay claim for
your purchase dated November 4, 2013, in the amount of $455.41. Please contact an eBay
directly at ###-###-#### for additional assistance regarding this dispute. PayPal Credit has no
record of receiving any disputes in regard to your November 4, 2013, purchases. As a result,
these purchases continued to receive fees and interest, per the Terms and Conditions. In order
for PayPal Credit to further investigate your claim, please provide documentation showing you
corresponded with the merchant regarding the returned purchases. You can either fax this
information to PayPal Credit at ###-###-#### or mail it to the below address:

PayPal Credit
P.O. Box 501 8
Timonium, MD 21 094
PayPal Credit previously credited $350.17 in interest charges to your account, as a courtesy.
These credits are reflected on your February 2, 2015, and April 2, 2015, statements. Please
note these credits exceed the original amount of deferred interest assessed to your account as
a result of the promotional financing expiring on the purchases in question. PayPal Credit
respectfully declines to credit any additional interest charges, as each fee was applied in
accordance with the Terms and Conditions.

Please note, aside from the initial credit inquiry made when your account was originally opened,
PayPal Credit does not report the status of your account to the credit reporting agencies. As of
the date of this letter, your account is open with a balance of $5,341.20 and a minimum
payment requirement of $504.00 due by November 27, 2015.

We hope this letter explains and resolves this matter.

Sincerely,

Laura C*******

Consumer Response: All documentation is on file with PayPal Credit & PayPal & Ebay for all dispute information you are requested to thoroughly research this matter as I have sent in all required information 3 times to PayPal. Please re read my refusal of your response. If Comenity Capital is not concerned about the business practices of its affiliates then I don't see the reason to be concerned about this account anymore. I dispute the accuracy of the account and the validity of all & any charges that have, may or will continue to accrue. The account is not accurate and I have made every attempt to rectify the problem. Your request for data which is on file with your affiliates is beyond reason. I just spoke with PayPal Credit Collections today and was not able to receive an explanation as to why the account is still not showing any disputes. I am quite confident per certified mail and fax transmission receipts in addition to recorded phone verification of receipt of disputes, add to this the multiple phone disputes and CFPB & BBB disputes that the account has been MOST EFFECTIVELY DISPUTED ON MY END. WHY DOES THE ACCOUNT INFO NOT REFLECT THIS ON YOUR END????? 

Extremely frustrated, ********* *******

12/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: HSN has been putting unknown charges to my account. On my bill it states charge 10-16-15 $683.92, finance charge 10-16-15 for $166.53 & for $3.11, 9-18-2015 for $166.53 & 9-15-15 for $3.11. My finance charges are usually in the $3.00 and the $683 charge I did not make, the customer service rep stated my promo ended and the payment that I was making were split to the other purchases and I wasn't making enough payments to cover the balance on the playstation 4 I purchased in 12-2014. I thought I was making payments toward my purchases, you ask for the payment required and I paid it every month. How can choose what to pay and not to pay? Why didn't you tell I need to pay more every month. You send me emails every day daily deals stating how much balance I have and use your card to buy this and that. This is not right! You are scamming me and adding more crap since I'm not using my card like you want! You never told me that split the charges, if that the case then send me separate bills! This is unfair billing practices and illegal!

Desired Settlement: Please remove the $683.92, $166.53, $166.53 charges

11/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Being charged for fees that I did not agree to. Which is affecting my credit report.

Desired Settlement: Wave charges that I did not agree to, and correct my credit report.

Business Response:

Dear ***** *******

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues Haband credit card accounts, and we are here to help with account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

You state you are being charged for fees that you did not agree to.  You further state that as a result, your credit report has been affected.  You are requesting to have the charges removed, and your credit report corrected.  We sincerely apologize for any inconvenience or frustration this matter may have caused you.   

We have reviewed our records, and we are happy to share our findings.

Please understand that Comenity Capital Bank and Haband are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to Haband credit card accounts, while Haband is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. 

We contacted Haband, on your behalf, and they confirmed that you enrolled in the Haband VIP Plus program during an online purchase of Haband merchandise made on March 31. 2015.  Haband VIP Plus is an optional service that is offered through Haband.  This program offers a special introductory price of $1.99 for the first 30 days, and if the consumer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the Haband account each month.  Cancellation may be made at any time with no further obligation.

Bank records indicate the Haband credit card account was charged for six Haband VIP Plus monthly membership fees at $14.97 each, and one introductory charge of $1.99.     

Please be assured, the Haband VIP Plus membership was cancelled on November 11, 2015, and credits totaling $91.81 were issued by Haband to remove the previously accessed Haband VIP Plus monthly membership fees, as well as the introductory fee.  In the interest of customer service, the Bank has issued additional credits totaling $64.47.  These credits create a credit balance of $44.91 on your account.  Because the account has a credit balance, we have requested for a refund check of $44.91 to be sent to you.  Please allow 14 days to receive the refund check, as it will be sent by separate mailing.

Notification has been sent to the national credit-reporting agencies with instructions to remove the negative payment information, regarding the Haband account, from your credit bureau report.  Please allow the credit-reporting agencies 45 days to update their records.

The Haband account was closed, at your request, on October 9, 2015.

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Laura R************** ********* **********