Consumer complaint received 2023-01-16
Company: Bread Financial Holdings, Inc.
State: MA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Hello, In XX/XX/XXXX, my XXXX XXXX XXXX account was transferred to Comenity Bank for debt collection. Just one account. I have documentation to proof that Comenity opened an additional 6 unauthorized accounts for debt collection. I would like to file a complaint against Comenity Bank for fraudulent debt collection. I have summarized my interaction with Comenity Bank from XX/XX/XXXX to XX/XX/XXXX in this document. I also provided documentation of the emails, postal mails I received from Comenity Bank and the phone conversations with them showing the multiple accounts and their method to confuse me about my current account status. I think I provided everything necessary, but if you find I omitted something, please let me know. 

Sincerely, XXXX XXXX Comenity Bank XXXX XXXX XXXX XXXX, XXXX  XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX, United States Phone XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I received letter from Comenity Bank informing me of the new account balance transfer from XXXX XXXX XXXX to Comenity Bank. Please note the a partial account number is provided and the letter states it is for account ending in numbers XXXX. 

XX/XX/XXXX I received a letter from Comenity Bank informing me of my balance due for the account ending in XXXX. It is shown in my complaint with the payment due and balance due retracted. 

XX/XX/XXXX I received an email from Comenity Bank. Subject : Confirming XX/XX/XXXX transactions on your account are accurate. Please note, an account number isnt provided. 

XX/XX/XXXX I called Comenity Bank at XXXX, which is their general customer support number. I explained my purpose for calling was to obtain the full account number ending in XXXX, so I could make online payments. The call lasted 18 minutes as I was transferred a lot from rep to rep. The final support rep I spoke to ( I didnt write his name down ) told me he couldnt give me the full account number, and explained the full account number would be on the new card sent to me. So, I requested a new card and he said great, I should receive it in 24 hours-48 hours. 

XX/XX/XXXX I received an email from Comenity Bank. Subject : Your monthly payment due date is different for your new XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Note the account number referenced in this email ends in XXXX and not XXXX. I now have two accounts with Comenity Bank for debt collection. The account ending in numbers is XXXX is fraudulent. I never authorized Comenity Bank to open a second account in my name. 


XX/XX/XXXX I received an email from Comenity Bank. Subject : Heres the link you asked for. ( This email is in response to my conversation on XX/XX/XXXX asking for a new card so I would know my full account number to make online payments. ) Please note the account number in this email ends in XXXX. 

Comenity Bank called me on this day and left a voicemail for me to call them back. Contact is XXXX XXXX extension XXXX. I called back XXXX and made a payment over the phone. I asked her for the full account number so I could make online payments, but she said she couldnt give me the full account number. I gave her the other account number ( XXXX ) and asked here which account was the correct one. The only thing she could confirm for me was the account ending in XXXX was the correct account for payment. The payment is shown on the XXXX statement for the account ending in XXXX. 

I have also included a redacted copy of my Comenity Bank statement from XX/XX/XXXX. Please note the statement does not provide the full account number but it does end in the numbers XXXX, I previously confirmed with my conversation with XXXX on XX/XX/XXXX. I intentionally left the Details of your transaction information visible to show to you I was making regular payments. This will be the only statement from account XXXX I will add to this complaint. 

XX/XX/XXXX I received a postal letter from Comenity Bank for account ending in numbers XXXX with their reply denying my request for a replacement card ( from my XX/XX/XXXX phone conversation ) so I could see the full account number in order to make an online payment. 


XX/XX/XXXX I received an email from Comenity Bank. Subject : Your XXXX XXXX credit card statement is now available online. I still dont know my full account number which is required to log onto their site to make a payment. So this email is useless to me. Also, note the email doesnt reference any account number. I redacted the amount due on this document. 


XX/XX/XXXX I received an email from Comenity Bank. Subject : XXXX, wed like to hear from you. 
Note this email references the account ending in XXXX. Im still receiving mailed statements from Comenity Bank requesting payment for the account ending in XXXX. 

XX/XX/XXXX I received a letter from Comenity Bank informing me of my late payment to my new XXXX XXXX XXXX XXXX XXXX Credit card ending in account numbers XXXX. 

I received a letter from Comenity Bank informing me of my late payment to my new XXXX XXXX XXXX XXXX XXXX Credit card ending in account numbers XXXX. 

I received a letter from Comenity Bank informing me of my late payment to my new XXXX XXXX XXXX XXXX XXXX Credit card ending in account numbers XXXX. 

I received a letter from Comenity Bank informing me of my late payment to my new XXXX XXXX XXXX XXXX XXXX Credit card ending in account numbers XXXX. 

I received a letter from Comenity Bank informing me of my late payment to my new XXXX XXXX XXXX XXXX XXXX Credit card ending in account numbers XXXX. 

Thats right. Five letters from Comenity Bank received on the same day with different account numbers. Now, I have XXXX XXXX XXXX XXXX XXXX XXXX Credit card accounts, six of which are fraudulent, as I didnt authorize Comenity Bank to open any new accounts in my name. The account ending in XXXX is the only legit account. 

XX/XX/XXXX I called XXXX XXXX extension XXXX to make another payment over the phone for account ending in XXXX. I couldnt reach her, but another rep took my payment over the phone. 

XX/XX/XXXX I received an email from Comenity Bank. Subject : Your payment is due soon. 
The account referenced is the one ending in XXXX. Ive included a redacted copy with this complaint. 

XXXX XXXX XXXX  I forwarded the email dated XX/XX/XXXX to XXXX with the subject : FRAUDULENT Account ending in XXXX Fwd : Your payment is due soon. 
The content : XXXX, I received this notice to make a payment for an account ending in XXXX. I never authorized Comenity Bank to open this account ending XXXX. This is an illegal, fraudulent account. Please closed it immediately as I refuse to make payment to this account. 

The true account in my name ends in number XXXX. I called Comenity on XX/XX/XXXX and I authorized a {$500.00} EFT payment/transaction only for that account. My account is up to date. 

Please kindly reply to this email to confirm you have closed the fraudulent account ending in XXXX. 

I will file formal complaints with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and the Consumer Financial Protection Bureau for fraudulent debt collection. 

Sincerely, XXXX XXXX I never received a direct email reply to my email above. And the payment date I reference in the email above was incorrect. Payment was made over the phone on XX/XX/XXXX and is shown on XXXX statement for account ending in XXXX. 

However XX/XX/XXXX I received a letter from Comenity Bank. Its opening states, Were providing your XXXX XXXX XXXX XXXX XXXX Credit Card account number so you can make a payment on your remaining balance. 

( So now, I finally have the full account number to make online paymentsbut this letter references the account ending in XXXX and not XXXX. ) I tried to log onto their XXXX XXXX  site, but I receive an error message when I enter the account information in the letter they mailed to me for account XXXX. Ive included a redacted version of this letter with this complaint. 

XX/XX/XXXX I mailed a check payment to Comenity Bank for the account ending in XXXX. The address : XXXX XXXX XXXX, XXXX TX XXXX Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation