Consumer complaint received 2019-12-30
Company: Bread Financial Holdings, Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Comenity Bank XXXX XXXX XXXX XXXX OH XXXX Credit Bureau Disputes Department Re : Credit Dispute for XXXX and XXXX Payment and Recent Conversation Confirmation # XXXX ( payment / dispute ) This letter is to request your investigation and correction of late payments reporting for an account that I hold with Comenity Bank Ann Taylor  ( ending XXXX? ). I made a purchase this past summer which proved to be extremely difficult to payoff. The record of events as I see it are as follows : - Sometime in XXXX XXXX, I was offered an upgrade to Ann Taylor Rewards Card. This referral was conducted by an associate at the XXXX XXXX Ann Taylor store in XXXX XXXX. I was not aware this change would have a material effect to my Ann Taylor card ( at that time ) or cause a credit inquiry for that matter. 
- I never received a new Ann Taylor Rewards card, thus I never activated the Ann Taylor Rewards card. I was operating under the assumption that my prior card was in effect. 
- This past summer ( XXXX ) I made a purchase on my Ann Taylor card. The associate offered to charge the purchase on my card, despite me not having a card present or activated. 
- I receive notification that my XX/XX/XXXX payment was reported late. 
- I never received a statement. So I log on to the Ann Taylor card site and see that my balance is {$0.00}. Youll have to confirm within your records what date this occurred. I found it odd that my balance was {$0.00}. And then also see my old address is on file. I change it to my current address. 
- On XX/XX/XXXX, I call to straighten out what might be going on. As far as I can see, I dont owe money I know that that is not right but the site says I owe {$0.00}? The lady on the call proceeds to advise me that I am not logging into the correct Ann Taylor Credit Card portal with Comenity Bank. Seriously?? Could you make things anything more difficult and overly complicated for consumers? She proceeds to tell me that I was upgraded to an Ann Taylor Rewards card at some point, which de-activated my old account. However, I was never switched over to the Ann Taylor Rewards online service system. She proceeds to de-activate my old AT card  login/credentials and helps me enroll into new system where I can finally see all of my account details. Including an old address ( that prevented me from receiving statements ) and the new card # I never activated. She was kind enough to listen to me and understood why this situation could cause so much confusion and a costly late payment reporting to my credit. I indicated that I wanted to dispute the late payment. She proceeded with refunding one late fee. I appreciated the gesture and clarified that I wanted to dispute the late payment, not the fee. She provided me the address to submit a dispute. I made a payment in full to bring the account to a XXXX   balance during this call. 
- I recently received a credit bureau alert notification that indicated the XX/XX/XXXX payment was reported late?! How is this possible?! I made a payment in full on XX/XX/XXXX with the same agent to take care of this ridiculous matter. The payment was authorized on XX/XX/XXXX and cleared my account on XX/XX/XXXX for {$68.00}. XXXX is saying my last payment was made on XX/XX/XXXX, the date the payment was authorized. ( See image below ). 
- I have two other Comenity bank credit card products with you - XXXX XXXX and XXXX XXXX. Never have had an issue with those accounts. In fact, I dont ever make payments late ( with the exception of one time ; the month my son was born XX/XX/XXXX ). 

I am disputing the two late payments reported in XXXX and XXXX due to neglect and incomplete maintenance of my Ann Taylor accounts on Comenity Banks behalf. I was not informed the accounts would severe/separate as a result of this new rewards program. Nor was I provided guidance on how to maintain, service or pay the rewards account prior to the late payment reportings. Please also refund any late fees that were collected as a result of my XX/XX/XXXX payment. 

Thank you, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief