Consumer complaint received 2022-12-05
Company: Bread Financial Holdings, Inc.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
I opened a Bread XXXX XXXX with Bread Financial ( Comenity Bank ) in XXXX. This institution has not reported my card to any credit bureau ( XXXX, XXXX or XXXX ). 

I have made multiple attempts to request that my credit card get reported. I attempted phone calls and messaging their CSR department on their website. The response is the same : " We are having technical difficulties ''. 

I have waited 5 months, but the problem remains unresolved. Here are the messages : From : Comenity Bank Sent : XXXX, XX/XX/2022, XXXX XXXX  ( ET ) To : You Subject : Re : Credit Bureau Reporting Message ID : XXXX I am with Bread Cashback ( tm ) XXXX XXXX ( r ) which handles your XXXX credit card account. I'm here to help with your account needs. 

We recognize that you've recently made a payment, but it is not reported to the credit bureaus. I understand how this can be frustrating for you. 
Because of a recent system update, we are not reporting account updates to credit bureaus while our processes get aligned for accuracy. We have our customers ' best interest in mind, and will soon resume our standard practice of providing updated account information to the consumer reporting agencies with each account billing. 

On behalf of the bank, I apologize for the inconvenience. 

If you have any questions, please click the reply button. 


Sincerely, XXXX XXXX XXXX XXXX XXXX Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Why is this card still not appearing on any of my credit bureau reports? 

From : You Sent : XXXX, XX/XX/2022, XXXX AM ( ET ) To : Comenity Bank Subject : Re : Credit Bureau Reporting Message ID : XXXX Why is this card still not appearing on any of my credit bureau reports? 

From : Comenity Bank Sent : XXXX, XX/XX/2022, XXXX XXXX  ( ET ) To : You Subject : Re : Credit Bureau Reporting Message ID : XXXX We have received your information and the request has been forwarded to the correct department. 

If additional information is needed, you will be contacted in the Secure Message Center. 

Thank you for your patience while the request is being processed. 

If you have any questions, please click the reply button. 


Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Is there an ETA by when this issue will be addressed? 
I have already received XXXX billing statements, but this card is still not appearing on any credit bureau. 

From : You Sent : XXXX, XX/XX/2022, XXXX XXXX  ( XXXX  ) To : Comenity Bank XXXX : Re : Credit Bureau Reporting Message ID : XXXX Is there an XXXX by when this issue will be addressed? 
I have already received 3 billing statements, but this card is still not appearing on any credit bureau. 

From : Comenity Bank Sent : XXXX, XX/XX/2022, XXXX XXXX  ( ET ) To : You Subject : Re : Credit Bureau Reporting Message ID : XXXX I am with Bread Cashback ( tm ) XXXX XXXX ( r ) which handles your XXXX credit card account. I am here to help with your account needs. 

Hi XXXX! I understand your concern. We planned a system update, and are still experiencing issues that impacted our ability to serve our customers in all channels, including credit reporting. I apologize for the inconvenience this disruption has caused. We are continuing to work to restore additional services as quickly as possible. 

If you have any further questions, please contact us at XXXX, and request a supervisor. Thank you! 

XXXX XXXX XXXX a registered trademark of XXXX XXXX XXXX This XXXX is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX. 


Sincerely, XXXX XXXX XXXX Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- How long before this card appears on my credit reports? Which credit bureaus do you report to? 

From : You Sent : XXXX, XX/XX/2022, XXXX XXXX  ( XXXX  ) To : Comenity Bank Subject : Credit Bureau Reporting Message ID : XXXX How long before this card appears on my credit reports? Which credit bureaus do you report to?

Company response to consumer: Closed with non-monetary relief