Consumer complaint received 2020-12-12
Company: Bread Financial Holdings, Inc.
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
I purchase a sofa and loveseat at XXXX XXXX in XXXX XXXX, IL on XX/XX/2019. At the time of the purchase I applied for the XXXX XXXX credit card in order to get a store credit of {$370.00} on the XXXX XXXX card. I provided my name, address and last 4 digits of my SSN. The associate said the application was pending, which sometimes happened. 

I received a letter on XX/XX/2019 from Comenity, saying they needed additional information on my application. I called Commenity to answer some security questions. I explained that I had refinanced my mortgage recently and the company had then transfered the servicing to another firm, so I gave her the name of both companies. They also asked about my car loan and I told her what car I have and when I financed it. I spoke to a supervisor XXXX XXXX XXXX, and he said the application should be completed by end of the day, but that they could not tell me the results. He did tell me the XXXX XXXX store could confirm the card number if I called them as he was required by law to send it only by mail. 

I called XXXX XXXX later on XX/XX/XXXX. They looked up my information and said that there was another card holder with my same last 4 digits of my SSN in my same zip code -- so that was probably the problem with my application. I called XXXX XXXX again to check on XX/XX/XXXX, and my sales rep also said she saw no approved card for me. She called Comenity to see what was going on and called me back to say they did not have any information. 

I called Comenity again on XX/XX/XXXX. They wouldn't tell me anyting, so I asked for a supervisor. The supervisor, XXXX ( extension XXXX ) would not tell me a status but said a letter had been mailed on XX/XX/XXXX. When I pushed back that if they mailed a letter 2 days ago they clearly had a decision, she did finally read me a form letter saying my application had been denied. She said Commentity could not verify my identity. All I could get out of her was that I must have answered several of the identity questions wrong - but she could not tell me what I was asked or which they thought were wrong. I offered to clarify any concerns and told her that I had other current Commentity credit cards for other stores. She would not tell me what the problem was or offer to remedy, just that the application was denied and she could do nothing else. 

I am very upset that I am being denied credit without the opportunity to provide additional information to Commentity. My credit score is excellent and this apparent confusion with another card holder in my zip code is clearly not my fault. I am also very upset that this decision means I won't be able to obtain {$370.00} reward offered to open the card -- again, not due to my credit history, but due to a flaw in Commenity 's review process. 

I recently refinanced my primary residence with absolutely no issues, so I know there is not an issue with my credit file XXXX as XXXX from Comentiy suggested on the phone ).

Company response to consumer: Closed with explanation