Unauthorized charge for Account Assure program resulted in late charges and interest on $0 balance account.
On November 28, 2014, my J.Jill account (Comenity) was charged for an order I placed. The order was shipped from the FedEx location on November 29, 2914 and delivered to me on December 4, 2014. Because of the poor quality of the J.Jill merchandise, I returned the entire order on December 8, 2014 using the USPS return label supplied by J.Jill. I was charged $6.95 return shipping charges and scheduled the payment online to be posted on 12-16-2014.
On December 16, 2014, I emailed J.Jill regarding the status of my returned merchandise because J.Jill did not complete the final stage of the delivery tracking through the U.S. Postal Service; therefore, I could not confirm that it was received. I received a response email from J.Jill's on that same date.
On December 18, 2014, I received an email acknowledging the posting of the $6.95 to my account on 12-16-2014.
On December 19, 2014, I received an email confirming the credit for the returned merchandise was posted to my account on 12-19-2014.
I thought my account was $0.00. However, I received an email early this morning that my J.Jill credit card (Comenity Bank) was available for online viewing. Since I had returned the entire last order placed, PLUS paid the $6.95 return shipping charge, I was shocked to find that I had been charged for the Assure program, PLUS a $25.00 late charge! I paid the account IN FULL by the due date (the $6.95 return shipping AND the credit for the returned items). I have NEVER been late with a payment.
Comenity originally explained the Account Assure coverage as being added to an account if there was a balance remaining. They didn't not explain that it was added to the account immediately when a charge appeared on the account. I did not want the Assure coverage on this account and contacted Comenity to cancel this program immediately when they added it on the account the first time. It did not appear on my account for April 2014 or May 2014 and I thought it was canceled, as requested and as Comenity assured me it was, in fact, canceled.
I did not check the itemization on the July 2014 statement and therefore, did not notice that the charge reappearing for the Assure coverage in the amount of $5.36. I had paid the account when I received the email reminder stating the total due.
This morning, I was appalled to find I owed $33.68 on an account for which I received no product and had, in fact, paid $6.95 to return defective product!
My $0.00 balance J.Jill account has been charged: $5.25 Account Assure for the 11-28-2014 order that was returned in full; $25.00 LATE CHARGES for not paying the $5.25 Account Assure by 01-03-2015; and $2.78 interest from January 1, 2015 through January 8, 2015.
To avoid further interest, late charges and Account Assure, I paid the $33.68 online.
I demand FULL REIMBURSEMENT of the $33.68, plus $6.95 for the return postage, plus $5.36 for the Account Assure that was added to the account and paid in July 2014, for a TOTAL REIMBURSEMENT PAID TO ME IMMEDIATELY BY CHECK IN THE AMOUNT OF $45.99.
J.Jill and Comenity does not give the consumer the opportunity to pay an account in full without assessing the Account Assure on the entire balance. Furthermore, J.Jill and Comenity adds this product to an account after the Assure has been canceled. The Assure is added to the account BEFORE the balance appears online and therefore, it is impossible to pay an account for merchandise without having to pay for this product.
I further demand that any negative reporting on my credit report to Equifax, TransUnion or Experian be immediately corrected to reflect a $0 balance and account current at ALL TIMES. If this is not corrected, I shall seek damages for your misreporting.
I am also filing a complaint with the CFPB.
I demand reimbursement IN FULL by CHECK payable to me in the amount of $45.99 as itemized in the complaint.
$5.25 Account Assure charged without authorization
$25.00 Late Charge on account that was $0.00
$0.65 Account Assure added to January 2015 without authorization
$2.78 Interest (01-01-2015 to 01-08-2015) on $0.00 balance
$5.36 Account Assure charged July 2014 without authorization
$6.95 return postage paid
Furthermore, if this account has been negatively reported on my credit report, I demand that my credit report be corrected to report $0 balance and the account CURRENT AT ALL TIMES. If this is not done immediately, I shall seek further damages, including legal action for your unauthorized charges and misreporting.
Ms. ******* contacted our Customer Service department via email this morning. The email was addressed promptly and a response was sent to Ms. ******* informing her that we would address it with Comenity Bank and please give us 48-72 hours to get the matter corrected. We have addressed her concern with Comenity and asked them to remove all charges as stated in her complaint. I have credited to her account the $6.95 return shipping charges as a courtesy due to the frustration she has had to endure. As stated in the email to her, she will be notified when we hear back from the bank that they have removed all charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
The $6.95 is not showing credited to the account. How kind of J.Jill to credit my account with $6.95 "as a courtesy" for "frustration" caused by J.Jill's unauthorized charge to my account and then charging $2.78 late charges for 8 days on unauthorized charges resulting in further unauthorized charges and $25.00 late charge. How absurd to consider this "courtesy." It doesn't touch the pay I missed from dealing with this yesterday, or the fact that I paid those unauthorized charges in order to stop J.Jill, Assure and Comenity from charging any further unauthorized fees.
I obviously contacted Comenity yesterday (as instructed by the J.Jill "live chat" customer service representative on Sunday, January 11, 2015) before J.Jill made any contact with them because there was no mention that J.Jill had contacted them about the complaint.
The first Comenity representative I spoke with yesterday refused to acknowledge any inaccuracies on the account and, in fact, stated that the Assure was not canceled until January 11, 2015. She was adamant that "she" was correct and I asked for her supervisor to which she responded "I will gladly let you speak with a supervisor." I spoke with Jaovanni, who identified himself as "Resolution Specialist." I explained to him that the Assure had been canceled in December 2013 as was evidenced by my account history until July 2014 when J.Jill and/or Comenity took it upon themselves to reactivate this program and added the charges to my account without my authorization. Jaovanni said he could credit the $25 late charges, $2.78 interest, and the December and January Assure charges, but could not credit the July Assure charges that were unauthorized. He said I would have to contact Assure. I asked how I would be reimbursed for the monies I paid to J.Jill and Comenity and Assure without receiving any merchandise or services. He said he would credit my J.Jill account. I told him I want to close the account as soon as this is straightened out and he said after it is closed, he could have a check issued for those charges except for the July Assure charge.
Jaovanni stated that the credit would appear on my account within 48-72 hours. That is unacceptable. If he made the adjustments yesterday, they should appear on my account this morning after updated.
I contacted Assure at the instruction of Comenity. The lady I spoke with confirmed that my account had not been charged for the Assure program from December through July - even though there were balances for some of those months. She further stated that the cost of the program is $1.99/$100 balance and anything less than the $100 is prorated. She further stated that it is J.Jill's contract with Assure and if there is a balance on the date the billing cycle ends, the Assure is automatically added. Comenity and J.Jill do not allow payment of an account on the date the billing cycle ends. The Assure is posted BEFORE the customer has an opportunity to pay any balance before that is added to the account. The Assure representative confirmed my scenario that if I went to a J.Jill store on the 8th of the month (the closed date of my billing cycle) and charged a purchase to my J.Jill account, the purchase would be immediately charged to my account on the 8th, but I would not be able to immediately pay it online without the Assure charges added.
The representative at Assure agreed to credit my J.Jill account with the unauthorized Assure charges from July 2014. She stated that it may not show up on my account until the next billing cycle (February 8) or possibly 2 billing cycles. That is unacceptable.
I checked my J.Jill account after receiving this email and the J.Jill, the Assure and the Comenity adjustments have not been posted to my account.
This matter will not be resolved until I am fully reimbursed for the charges, payable to me by check.
Final Business Response
As per the previous submission to the customers complaint - we contacted our bank to get the matter resolved and today 1/14/15 we received notification that the bank has removed all charges pertaining to the Account Assure and I issued a credit for the return postage fee int he amount of $6.95. She will be receiving a refund check from Comenity Bank within 10-14 business days.