Consumer complaint received 2023-06-12
Company: Bread Financial Holdings, Inc.
State: IN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
Several years ago, I had a XXXX credit card, which I used. This card was replace with a Comenity Card ( XXXX ). I do not use this card. 
- XX/XX/2023, I received a bill ( statement closing date of XX/XX/2023 ) Due {$120.00}. I had not charged anything to this card. I also checked with the additional card holder to see if this was a valid charge. 
I attempted to log into the account, and the account did not recognize my email address. 
- XX/XX/2023, I contacted the bank to let them know, we were unaware of any changes to this card. I spoke with XXXX XXXX  She identified the card had been used in Texas and Florida, I confirmed these were not my charges and asked to have the information sent to their fraud area and to close the account. She agreed to do so. 
- XX/XX/2023, I was contacted by the collection department, XXXX XXXX. to let me know I had an overdue billing and she would be happy to take the payment information over the phone. I did not provide that to her. She was unaware of my recent conversation regarding the balance. 'Not on her screens ' - XX/XX/2023, I contacted Comenity at the number above and spoke with XXXXXXXX XXXX XXXX I explained the situation, and again requested the card account be closed. She assured me she would close the card account, stated 'just because we say we will do something doesn't mean the system will allow us to do that. ' - XX/XX/2023, I received a new card and account ( XXXX ), and in a separate mailing, a new bill from Comenity, the disputed amount from previous issue was now transferred to a new account. I spoke with XXXX  XXXX at Comenity regarding the situation noted above. XXXX identified for me that my 'old ' account had been resolved, but would remain open as I had a XXXX credit. I explained, I did not have a credit, as I had made no payments, and the credit appeared to be on their end related to calculating the disputed amounts. He identified that as long as I did not activate the new card - ( XXXX ), it would not show up on my credit report as past due. This billing also had a late fee {$29.00} listed. 
- XX/XX/2023, I contact the phone number to see is the account was closed or unavailable for activity. I was still open and active with available credit > {$8000.00}. I then called and spoke with XXXX XXXX  identified the problem, old and new. Additionally, I now had Comenity on my credit report as a, inquiry for new credit, and a late payment. I explained this to XXXX who agreed to provide me with a letter stating the issues, that could be used in the event of a credit dispute. I asked him to please close both accounts and to provide me with fraud information. 
- XX/XX/2023, I received the requested letter from XXXX today, and noted it was only for the account that was never opened by the bank but never activated by mean, and which is suppose to be closed. 
I am concerned that my card is available to someone for use and I am at a loss as to how to get this account closed. My credit rate has dipped XXXX points due to this situation.

Company response to consumer: Closed with monetary relief