Consumer complaint received 2020-01-07
Company: Bread Financial Holdings, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Credit card company forcing arbitration

Complaint:
I previously filed complaint XXXX, this is a new complaint as Comenity bank ignored many of the issues and still has not resolved them. 

The letter provided back from Comenity is expected as they have repeatedly acted with dismissive behavior avoiding addressing the issues around the complaint. I will continue to file complaints and escalate this issue until they actually address the issues and the violations they have made in regards to the handling of my account. 
1 ) Comenity Bank yet again failed to acknowledge or address the fact that they violated the Fair Credit Reporting Act statue 623 - 15 USC 1681s-2 which states they are responsible for notifying me in writing that they are reporting negative information to the credit bureaus. After repeated written requests via their " secure message portal '' and repeated requests recorded on phone calls to their supervisors on the phone, they have yet to produce the requested written letter ( because they never made it or sent it to me ) notifying me of such an event. 
2 ) " We placed a " cease and desist '' status on your account ( s )  on XX/XX/XXXX, per your request. We previously received correspondence from you, submitted through the CFPB ( Ref. No.  XXXX and XXXX ) '' Again, Comenity has been requested in writing ( secure message portal ) and over the phone on recorded calls to provide such documentation of this request. If they read the complaints filed previously, they would understand that those cease and desist requests were related to the Comenity Bank XXXX XXXX Account where they had complaints filed by me because they used abusive and illegal methods attempting to collect a debt which was not mine ( which they have since finally acknowledged after escalating multiple complaints against them ). There was no cease and desist request made in regards to the XXXX XXXX account as the account was in good standing and there would have been no reason for me to make such a request. Again, Comenity has still not provided such documentation as requested. 
3 ) Comenity Bank sent " electronic notification '' emails and never once from XX/XX/XXXX to XX/XX/XXXX when there was an alleged past due balance did they send any email notification of such a past due payment. 
4 ) In addition to # 3, the monthly emails that were sent showed no past due or late balance 5 ) In addition to # 3 and 4, suddenly in XXXX the emails they sent showed no information about a payment or balance due ( emails simply show statement is ready ). I believe this was intentionally to conceal any information as they had not notified me via any kind of communication that there was any balance owed. 
6 ) They have also removed my statements from the credit card portal so I'm unable to access them. I requested all documents in XX/XX/XXXX and have received nothing from Comenity Bank. 
7 ) Restating the facts again, I did make a payment to the account which Comenity has failed to acknowledge or to support why they did not send written or email notification that there was any such past due balance all while sending statement notifications. 
8 ) " We received your dispute, filed with XXXX, on XX/XX/XXXX. You noted there were fraudulent charges made on the account or a potential account takeover '' Comenity Bank needs to re-read my complaints which were filed. 
9 ) " Its our policy to comply with all applicable laws and regulations. '' Clearly not based on the fact that I've spent hours and years trying to correct unlawful behavior which requires escalating it all the way to the CFPB before they give it any kind of attention. 
10 ) AFTER filing a complaint with Comenity Bank, they suddenly changed the reporting of late payments from 3 instances to 4 instances marking XXXX through XXXX as past due despite the fact that as soon as I became aware that they had not received my initial payment and I actually had a past due payment I paid the balance in full prior to the issuance of the XXXX statement. 
11 ) I was never notified by XXXX XXXX that they closed my account suddenly, when I asked them about it in the same phone call they both claimed that it was because they had a cease and desist request from me ( that they can't substantiate because it doesn't exist and the one they do have against them was not related to this account ) but at the same time they also tried to state they mailed a copy of the document to me. 
12 ) In XX/XX/XXXX, I made a written request to Comenity Bank via their secure message portal to have all documents of communication related to my account provided to me and they have yet to send anything. 

Still waiting for Comenity Bank to provide documentation for # 's 1 and 2 above. I have tried multiple times via phone call, written communication, and complaints to resolve the unfair reporting and illegal practices Comenity Bank has used and they are attempting to still avoid addressing these issues through regular means and appear instead to want to escalate this to arbitration. The extent of effort I've had to go to should never be required, they have actively avoided being responsible in their business practices towards me as a consumer in two different accounts I've held with them and it's wrong. 
Comenity Bank has knowingly caused direct harm to me impairing my ability to get credit and causing me to obtain less than favorable rates. I will pursue all avenues available to me to remedy the unlawful and disingenuous behavior they conduct.

Company response to consumer: Closed with explanation