Consumer complaint received 2019-11-15
Company: Bread Financial Holdings, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Comenity bank has refused to correct a negatively reported item to the credit bureaus despite multiple phone calls, acknowledgement that it should be removed, and attempts in writing to them and to the credit bureaus to have it corrected since XXXX. They reported a past due balance that XXXX XXXX had agreed to refund after they failed to deliver furniture that was not damaged, did not refund my return for more than 3 months, and did not follow the terms and conditions of the credit card rewards program and I had to forfeit more than {$700.00} of reward dollars that were due to me. Comenity Bank agreed that I should not be responsible for the balance due and that it should not be reported negatively as did the XXXX XXXX store manager who assisted with the issues. 

After discovering in early XXXX that the issue had still not been corrected, I filed a dispute with XXXX  to have the account corrected. Instead of correcting the issue, Comenity Bank closed my account selling the debt of {$320.00} due from XXXX XXXX to XXXX XXXX and now refuses to provide documentation required to correct the negative credit item. I paid XXXX XXXX the balance due even though XXXX XXXX agreed they owe it and never refunded the amount to me. XXXX XXXX advised that they can not provide documentation or correct the credit reporting item because they did not own the account when it was reported. 

I have repeatedly asked Comenity Bank to provide the letter they have verbally read to me during multiple recorded phone calls with their customer service managers which reads that they find me not responsible for the account and that it should be removed. I have tried for more than a week over hours of calls to obtain a copy of this letter to provide to my mortgage lender due to the negative impact it's having on my ability to get a good rate on my home loan. Comenity has repeatedly told me they would fax it, email it, provide a written copy and every time they have provided nothing. I am entitled to the letter to address the negative item they have reported and they refuse to provide it stating that their internal policies prohibit them from faxing or emailing or mailing me that information because they " no longer own the account '' however the credit bureaus and my lender both say Comenity must provide this information as they owned the account and made the report to the credit bureaus while they owned it. Comenity has produced the letter, read to me over a recorded phone call, but refuses to provide a copy to me. 

Summaries of these recorded calls XX/XX/XXXX ( 57 minutes ending at XXXX CT ) - manager Ms XXXX , stated the fax requests were cancelled because " comenity bank no longer services the account '' and tells me she can only call the fax department and request an account status change, they could not provide a copy to me any other way and couldn't guarantee when that would actually happen. 
XX/XX/XXXX ( 56 minutes ending at XXXX CT ) - manager XXXX , stated he put in a request for a faxed letter that would be received within 1 to 4 hours. No fax received. 
XX/XX/XXXX ( 27 minutes ending at XXXX CT ) - manager XXXX , stated he would request a letter to be faxed and look into why my account online had not been opened. No fax received and no change to online account access. 
XX/XX/XXXX ( 10 minutes ending at XXXX CT ) - manager XXXX , requested her to read over the phone ( recorded ) the contents of the letter which states Comenity bank has found me not responsible for the negative items reported on the account and that they would be requesting the credit bureaus to remove the account. Could not provide a copy of the letter. 
XX/XX/XXXX ( 2 hours ) spoke to manager who stated they were putting in a request for a faxed letter, mailed letter and also a request to unlock my online account which should take 72 hours to be unlocked so I could access the letter stating I was not responsible for the negative reported credit bureau item. No fax was received, online account access was never restored. 
XX/XX/XXXX ( 1 hour ) spoke to manager who stated Comenity Bank did try to correct this with credit bureaus ( however it is still reported by all three credit bureaus ) and that they could only email me a copy of the letter through the secure message center ( email ) however my access to the secure message center has been blocked by the account team since my account has been closed. 
XX/XX/XXXX ( 1.5 hours ) spoke to a customer service representative and a manager who stated they could issue me a letter that stated I was not responsible over email. I never received the email.

Company response to consumer: Closed with monetary relief