Consumer complaint received 2019-05-30
Company: Bread Financial Holdings, Inc.
State: VA
Product: Debt collection
Sub-product: Credit card debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
I am writing to dispute the following information on my credit report stemming from a XXXX XXXX credit card serviced by Comenity Capital Bank. 

This item : XXXX XXXX XXXX XXXX XXXXXXXXXXXX $ XXXX $ XXXX Min {$360.00} Late Dates : XX/XX/XXXX 150+, XX/XX/XXXX-120, XX/XX/XXXX-60, 1XX/XX/XXXX-30 is inaccurate because after applying and being approved for the line of credit through XXXX XXXX, I never received a credit card nor any correspondence with my account number in the mail. 

My XXXX placed a charge on my account in XXXX of XXXX by calling the financer and receiving an account number, but only after I had left the office and was under the impression the charge was placed on my XXXX account, which I had a card for. I then never received any mail from XXXX XXXX with a bill and was not aware the charge had been put on there until applying for a home loan and seeing the late payments listed in my credit report on XX/XX/XXXX. 

Upon discovering the discrepancy, my wife and I spent two hours searching our mail, email, and the internet to try to find a phone number to contact XXXX XXXX. When calling the customer care line, we were transferred to a company called Comenity Capital Bank who services loans for XXXX XXXX. That night we paid all the back payments on the account and tried to find out more information about why we had not received any correspondence from them. They only insisted that they mailed them and that we had to file a discrepancy with our postal service if we didnt receive them. The following morning, XX/XX/XXXX, we called back and paid the remainder of the balance on the account and requested that a letter be sent to us indicating that the account was paid in full. We were told a letter would arrive in 3-5 days. 

When we did not receive that letter, we called back again on XX/XX/XXXX. At that point we were told that the letter would come in 7-10 days and that they would also send out a letter with our account number ( which they would not provide to us over the phone ), that would enable us to access the information in an online account. On XX/XX/XXXX we still had not received any correspondence and called again and was told that something was mailed on the XXXX and on the XXXX but they would take 7-10 business days. Finally, on Friday, XX/XX/XXXX we received a Welcome Letter indicating that we had been approved for a {$9000.00} line of credit from XXXX XXXX and listing our account number. When trying to register our account we were denied access and again called. This time we were told that there was a freeze on our account due to a report of fraud and that the freeze would be lifted in 14 business days, at which point we might have access to our account. 

On XX/XX/XXXX we finally received a letter indicating that our account has been paid in full along with an additional letter outlining the fraud investigation attached to our account. As the account has been paid in full as soon as we were made aware of it and as the billing correspondence was subject to fraudulent terms, I am requesting that the item be removed to correct the information. 

Attached are copies of : 1 ) The Account Information Letter received on XX/XX/XXXX ( 6 months after applying for the line of credit ) 2 ) The paid in full letter for the account in question 3 ) The fraud investigation letter supporting my position. Please reinvestigate this matter and delete the disputed item as soon as possible.

Company response to consumer: Closed with explanation