Consumer complaint received 2020-08-09
Company: Bread Financial Holdings, Inc.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
My credit card account with Comenity Capital Bank My BJ 's Perks @ World Mastercard account was closed on XX/XX/2020. As of XX/XX/2020 I had not received a letter stating why it was closed. When I called, they told me that they could not tell me what was in the letter. My credit score was above XXXX and was listed as great/excellent with both XXXX  and XXXX. I sent a message through the website on XX/XX/2020 about it. Received the following message on XX/XX/2020 and it had the letter attached. Message said : " my name is XXXX. I am a Senior Account Specialist with Comenity Capital Bank. Your account was escalated to me. 

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

I apologize for any inconvenience or confusion this has caused. A letter explaining the account closure was issued on XX/XX/2020 and should arrive by mail within seven to ten business days of this date. 
The account has been permanently closed and can not be reopened. An application can be submitted in the future if you would like to request a new account. 

I have attached a copy of the indicated letter for you to review and retain for your records. 

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


Sincerely, XXXX XXXX. 
Internet Customer Care Team '' When I opened the letter and read it, they said their decision was based off of the following : ( 1 ) " Your credit score as of XX/XX/2020 : XXXX '' ( 2 ) " If you feel the credit history information shown above is inaccurate, we encourage you to contact the credit bureau listed in this letter. They will be able to provide you answers about your credit history and how to correct any inaccuracies. ( XXXX  XXXX XXXX XXXX XXXX XXXX ) '' I monitor my credit history and scores through XXXX XXXX because many years ago my information in a database of a company I worked for and the student loan database was possible taken in a database hack. XXXX shows I have not had a score below XXXX since XXXX, until Comenity Capital Bank decided close my account for something that I feel is fraudulent reasons, which is a false credit score and history. 

Furthermore, when I originally entered my bank information in for payment, they switched the numbers in the account and blamed me for it. I knew it was the right number because I tripled checked before I clicked submit. 

I have another card with the same bank but through XXXX. Have had no problems with that card. 

When I originally called about it being closed, I was told that another card I had with them had been closed and that is why it was closed. Upon speaking to a supervisor on the same call, who was dumbfounded at why my account was closed because he could see my credit score was very high and I had perfect 100 % on time payment history, told me a letter was coming but could not tell me what was in the letter. As of today, I have not received the letter by mail. 

BJ 's XXXX XXXX pushes this card on members when you go to the Customer Service Desk for anything. They tell you that you are approved. Due to this bank and BJ 's pushing it, they have messed up my credit for shutting it down for unjust and in my honest opinion fraudulent causes and refuse to reopen the account but tell me I could apply for another account if I wish at a later date.

Company response to consumer: Closed with explanation