Consumer complaint received 2023-01-03
Company: Bread Financial Holdings, Inc.
State: MI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I received notification from Comenity Bank collections agency in XXXX XXXX that my Victoria Secret credit card account was past due and had been sent to collections because of a {$85.00} balance. I knew right away that it was impossible because I was not carrying a balance on the card ; it had been paid off completely. After calling Comenity I explained there was no way the balance was mine and after investing the matter myself, I discovered that Comenity ( who is the serving bank for Victoria Secret and XXXX XXXX XXXX XXXX XXXX had made an error. I explained that I had used my Victoria Secret at XXXX XXXX XXXX XXXX and placed an online order on XX/XX/XXXX that came to {$140.00}. Weeks later on XX/XX/XXXX, out of the blue, XXXX XXXX XXXX XXXX  canceled my order and notified me via email, they were refunding the money for the things I ordered. I thought nothing more of it because I knew I had not used the XXXX card for anything else so my balance would just go back to XXXX. However, some kind of error was made on their part and the refunded amount differed from the actual cost ; the refund amount was {$140.00}, resulting in an unknown balance. Over a period of 5 months with late fees, the balance ultimately resulted in a {$85.00} balance. It should be noted that I never received any part of the order and because I received paperless statements, I did there was no notification of a bill. 

Once I figured this out, I informed Comenity of THEIR error and the need for them to make it right right away so it did not affect me negatively. I was informed that a investigation would be opened and it would be processed within 90 days. About few weeks later, I received another call from Comenitys collection department looking for money. I explained that the charges were inaccurate and asked to speak to the customer relations department as the collection agents had no knowledge of the investigation. After speaking with customer relations, if was confirmed that the investigation was in the progress and I should therefore not be receiving any additional calls. 

In XXXX, I received an alert from XXXX XXXX XXXX XXXX indicating that I was delinquent and it was being reported to my credit report. I immediately reached out again to Comenity, explained my story again and was rerouted back to customer relations. I was informed that there should not be any collection reporting because the matter was still in dispute and therefore should not be reported. I explained that it was being reported and was told that the matter needed to be escalated to her manager, but because he was gone for the day. She assured me that she would leave a message for him. I asked it the message could be left with high priority, she indicated that she would and request a call back by XXXX the next day. He failed to do so and I received notification today that my credit score has dropped XXXX points. This is pure negligence on Comenitys part and is causing me unnecessary harm, time and stress due to an error made by their organization. I already explained to Comenity that I have documented proof of where the error was made and I could provide it however, this issue has lingered unnecessarily and causing harm to my credit.

Company response to consumer: Closed with monetary relief