Consumer complaint received 2019-06-26
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
In XXXX of this year I shopped for my child at a store called XXXX XXXX XXXX. The cashier offered me a discount for getting a credit card and I accepted and opened an account. I spent approximately {$120.00} When I was speaking to my mortgage broker recently because I am buying a house he told me I had a late payment reported on my account by Comenity Bank for XXXX XXXX XXXX and that I no longer qualified for a mortgage. I never received a bill or a phone call from Comenity. I have had many two other accounts with Comenity ( Victorias Secret and XXXX XXXX ) and they have all been paid timely. I have excellent credit, am an XXXX with a XXXX figure salary and pay all of my bills on time. I would never have risked my credit for {$120.00}. Not one follow up call or letter was received. 

I called Comenity approximately two weeks the moment I became aware and paid my bill on the spot and explained what happened. They said they would issue a letter making the correction and that it would take a week. As of last Friday XX/XX/XXXX I hadnt received it. I called again and spoke to someone and a supervisor who said that the letter hadnt been mailed yet and who offered to email the letter. When I was finally able to receive and open the letter from Comenity it made no mention of the error and was a basic letter simply saying the account being paid in full, which is not what is needed to clear my credit or to give to my mortgage broker so I can move forward with the purchase of my home. When I called again Comenity stayed they saw another letter in my file that spoke to what I needed and they offered to email the other letter to me. That was also last Friday. I never received it. I called again yesterday morning. The person I spoke to said they were sending it by email again and that I would have it that day. I never received it. I called this morning and the person I spoke to said I would have it in ten minutes and I never received it. I called this afternoon again and the person I talked to said he didnt see any letter to that effect so I asked for a supervisor who said it was never sent electronically but it was sent by mail 3 days ago ( even though two people in the past two days stated they had sent it electronically in the presence of my husband and children as I was on speaker phone ). The last person, the supervisor I spoke to, said it could take up to 24 hours to receive the letter electronically and that there was nothing he can do. I attempted to call comenity consumer protection. I called their cosset dept and the person I spoke to was kind but told me that there is no place to verbally report or to electronically report an issue. They have no consumer protection dept that can be contacted. The only thing they gave me was a P.O. Box and corporate address to comenitys customer service and told me to write a letter. That doesnt resolve my issue in a timely manner and puts me at risk of losing this home. I have never been given the run around by a bank or credit card company. I cant believe that companies like this exist out there. Its really horrible that nobody really cared about the loss of the home and that they gave me the run around so many times.

Company response to consumer: Closed with explanation