Consumer complaint received 2022-04-05
Company: Bread Financial Holdings, Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
While at an XXXX store in XXXX, Texas in XXXX XXXX, I took out an XXXX XXXX ( provided through Comenity Capital Bank XXXX XXXX, OH ) at checkout. By doing so, the card was immediately activated so that I could pay for my purchase and receive a discount. This purchase was for {$85.00}. 
I was given a brochure about the card and told it would be mailed to me ; however, I was never asked to review or verify the following : - My first and last name. Even now, on this account, my first name and last name are both spelled very incredibly wrong. 
- My address. The bank initially sent all correspondence to the wrong address. 
- My phone number. I believe this information actually was correct, but they just never called me to correspond. 
- My email. I'm not sure if they ever had this info, but if they did, they definitely never tried to use it to let me know of account balances or charges. 

After this date, I returned to New York, where I live, and never received anything from XXXX or from Comenity that includes phone calls, and of course written correspondence, since my correct address was not on file. 

On XX/XX/XXXX, I checked my credit score as I may have to move apartments and discovered a negative mark on my otherwise usually impeccable score. I've never made a late payment on anything in my entire life, and my score had tanked from XXXX to XXXX. 

Upon investigating, I discovered that the XXXX card had been sent to the wrong address and had accrued more than 90 days of late fees. Upon learning of this, I immediately called and made a payment. I had to call because I didn't even know the card account number, and couldn't track it to my name ( which again was extremely misspelled ). The balance, which included the late fees and the original purchase cost, now totalled {$270.00}. A representative of Comenity credited the late fees back to my account. I paid the remaining {$85.00}, making the balance {$0.00}. 

After doing this, on the same day ( XXXX XXXX ), I wrote and mailed a request to Comenity Capital Bank for a goodwill adjustment. I outlined the above situation, my credit history, and the fact that this whole thing was wrapped up in a small purchase charge that could have been prevented had multiple clerical errors not occurred. A few days later I received a letter from Comenity saying my request was denied. 

I immediately typed and mailed another request for goodwill adjustment, this time stressing in detail each piece of evidence that clearly demonstrates I would have paid this charge had I had the opportunity and awareness, and that I don't deserve my credit score to be damaged over this.

I received another denial letter a few days later. This bank obviously is fine making clerical errors and letting people suffer the repercussions that they don't even deserve. It's unclear if they ever tried to contact me to resolve the late charge. It's insane that my credit score should suffer because of a bad name and address, and that Comenity Capital Bank is OK with letting that happen.

Company response to consumer: Closed with monetary relief