Consumer complaint received 2023-10-19
Company: Bread Financial Holdings, Inc.
State: MO
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I paid off my Caesars credit card, through comenity bank, in full on XXXX XXXX, 2023. As I was paying the card off online, I noticed that my card was registered to an old email account that I no longer have access to. I successfully changed my email address on their site, not knowing that this would raise a security concern and would suspend my account. On XX/XX/XXXX, I attempted to use the card again for the first time, and it was declined. I was never informed or emailed that my account had been suspended due to a security concern. I called comenity bank first thing Monday morning on XX/XX/XXXX. The individual that I spoke to, had me verify several personal aspects of information including my email and phone number. I informed him that I recently changed my email because I no longer had access to the one that was originally listed on the account. After a short hold, he informed me that Comenity bank was in the process of reviewing my account and that I would receive a letter in a few days regarding the security issue. On Friday, XXXX the XXXX, I had still not received any further communication from Comenity bank, I called them again. This time I spoke with a lady who informed me that a letter was sent out, requesting that I submit a photo of my driver 's license, ss card, and utility bill. She told me that rather than wait for the letter ( which she felt I should have already received ) I should simply send the info to the email address which she would provide me. I was informed that once this information was reviewed then my account would be returned to normal. Although I was hesitant to send sensitive information through email, I complied with the request. On Saturday, XX/XX/XXXX, I received a letter from Comenity informing me that my account had been suspended due to a security concern ( the first time I had been informed through writing ), and that I needed to contact them within 30 days of receiving the letter or my account would be terminated. On Monday, XX/XX/XXXX, I called Comenity who informed me that my account had been closed. When I inquired to the reason, I was informed that the information that I sent to them was not approved. I requested to know why ( after all it was my actual driver 's license, ss card, and utility bill ). They informed me that they would not release that information and that I could send the items again if I so desired. I informed them of the recent letter that I received, telling me that I had 30 days to contact them, they stated that because I submitted my information via email then the 30 day period was no longer valid. I finally concluded the call mentally exhausted from the back and forth. The following day, XX/XX/XXXX, I received a letter in the mail which requested the personal forms which I had already submitted ( driver 's license, SS card, and utility bill ). On the back of this letter, it stated that all items must be sent via pdf or they would not be accepted ( I was not aware of this previously ). I resubmitted the forms on Tuesday, XX/XX/XXXX in a pdf format. My account is still closed, and I have not received any communication from Comenity.

Company response to consumer: Closed with non-monetary relief