Consumer complaint received 2021-04-06
Company: Bread Financial Holdings, Inc.
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem with product or service terms changing

Complaint:
Background : My wife would make the 20 mile drive from our home in XXXX Oregon to the XXXX XXXX clothing store once or twice a month since they first opened in XXXX. She was happy to see them open again during the Covid 19 lockdown then very disappointed to find the store closed & empty when I went there mid XX/XX/XXXX. I learned XXXX declared bankruptcy and was taken over by a company called XXXX ( XXXX ). I called XXXX and learned customers could still order clothing online so my wife went online to the website and ordered what she believed to be XXXX clothing. Upon receiving the clothing it was a lesser quality XXXX & XXXX clothing. 

XXXX I Received a credit card bill from Comenity Bank/XXXX ( CB/XXXX in the amount of {$100.00} the amount of the partial order of clothing that I returned on XXXX. I called CB/XXXX  and spoke with XXXX. I explained to XXXX that Id returned the clothing and didnt owe this amount. I gave her the XXXX  Tracking Number and asked her to place this amount in dispute. XXXX transferred me to XXXX. I relayed the same information that Id given to XXXX and gave XXXX the date & time XXXX  Confirmation showing they delivered the returned clothing to XXXX on XXXX at XXXX XXXX. XXXX said that nothing in her system shows the clothing was returned so she couldnt help me. She said I needed to contact XXXX directly to get this sorted out. XXXX said Unfortunately theyre closed at this time so youll have to call them tomorrow. '' XXXX Called XXXX and spoke with XXXX. I gave him the history and all of the information provided above, XXXX  tracking Number and XXXX Delivery Confirmation when XXXX received the returned clothing. I told XXXX You have all of the information you need to fix this matter. Im leaving it in your capable hands. I dont want to have to deal with this again. 

XXXX Received notification from XXXX XXXX that CB/XXXX reported to XXXX & XXXX that I had not made the XX/XX/XXXX credit card payment. I'm still being billed for the returned clothing, late fees & interest. CB/XXXX had not placed the disputed amount on hold as Id requested. My credit score dropped from XXXX to XXXX ( XXXX ) and XXXX to XXXX ( XXXX ). 

XXXX Contacted XXXX, spoke with XXXX, filed a dispute against the false information XXXX reported to XXXX that I missed the XX/XX/XXXX credit card payment. Confirmation No. XXXX. 

Sought legal council to learn our options to remedy the matter involving CB/XXXX for disregarding the Federal Credit Card Act, reporting false information against me to a credit reporting agency, & damaging our excellent long held credit history. 

XXXX XXXX XXXX Received a call from CB Rep XXXX asking why I hadnt made the XXXX payment. XXXX said I now oI CB/XXXX {$190.00} ( {$91.00} late fees & interest ). I gave her the information they already had on file & she said I needed to contact XXXX again that she couldnt do anything about the outstanding balance. He told XXXX he wasnt going to do their job for them and she hung up on him. 

XXXX Called XXXX spoke with XXXX. Before I could give her any information XXXX hung the phone up on him. 
XXXX I called XXXX back - spoke with XXXX. I could not understand her so she transferred him to XXXX XXXX who transferred him to XXXX a supervisor. I provided XXXX with all of the information that they already had on file. I pleaded with XXXX to resolve this matter once and for all. 

XXXX Received an email from XXXX Customer Service XXXX stating XXXX had refunded the return label fee for the clothing that I returned. She wrote Comenity Bank who bills you is able to credit back any interest and late charges that they charged you. 

Note : At this juncture I believed the matter was resolved. I thought someone at XXXX had finally done something. I was wrong ... 

XXXX Contacted XXXX, spoke with XXXX. Filed an online dispute. XXXX will contact CB/XXXX to correct the mistake within 7 to 10 days. 

XXXX Received a credit card bill with additional interest & late fees. Called CB and spoke with XXXX. She transferred me to XXXX in the Collection Department who transferred me to Manager XXXX. XXXX said they have no information about the returned clothing and our account is in collections. I Int over the entire sequence of events and XXXX asked me to send her copies of the XXXX tracking information that Id already provided CB/XXXX representatives. I scanned and submitted the documents directly on their Ibsite that day. 

XXXX Received notification from XXXX XXXX that the credit scores had been corrected. CB/XXXX had removed the false missed payment report. 

XXXX Received notification from XXXX XXXX that CB had reported a second time to XXXX that our CB/XXXX  credit card account was past due in XX/XX/XXXX and I credit score was hit again. They falsely reported I now {$300.00} on the account. I called CB & spoke with XXXX in Collections who transferred me back to XXXX in Customer Care. I asked XXXX why Comenity Bank reported this false information to XXXX when this matter had been in dispute since XXXX when I first reported a problem. XXXX stated Comenity Bank did not place this into dispute until XXXX after it Int into collections. She said they will make a determination within 30 to 60 days from XXXX. CB/XXXX agents completely ignored all of the information Id provided. 

XXXX CB/XXXX Reported to XXXX, XXXX, XXXX that my XX/XX/XXXX payment was 30 days late even though they claimed to have placed the amount into dispute on XXXX. 

XXXX CB/XXXX Reported to XXXX, XXXX, XXXX that my XX/XX/XXXX payment was 30 days late even though they claimed to have placed the amount into dispute on XXXX. 

XXXX CB/XXXX Reported to XXXX XXXX XXXX that my XX/XX/XXXX payment was 30 days late even though they claimed to have placed the amount into dispute on XXXX. Background : My wife would make the 20 mile drive from our home in XXXX Oregon to the XXXX XXXX clothing store once or twice a month since they first opened in XXXX. She was happy to see them open again during the Covid 19 lockdown then very disappointed to find the store closed & empty when I went there mid XX/XX/XXXX. I learned XXXX declared bankruptcy and was taken over by a company called XXXX ( XXXX ). I called XXXX  and learned customers could still order clothing online so my wife went online to the website and ordered what she believed to be XXXX clothing. Upon receiving the clothing was a lesser quality XXXX & XXXX clothing. 

XXXX I Received a credit card bill from Comenity Bank/XXXX ( CB/XXXX in the amount of {$100.00} the amount of the partial order of clothing that I returned on XXXX. I called CB/XXXX  and spoke with XXXX. I explained to XXXX that Id returned the clothing and didnt owe this amount. I gave her the XXXX Tracking Number and asked her to place this amount in dispute. XXXX transferred me to XXXX. I relayed the same information that Id given to XXXX and gave XXXX the date & time XXXX Confirmation showing they delivered the returned clothing to XXXX on XXXX at XXXX am. XXXX said that nothing in her system shows the clothing was returned so she couldnt help me. She said I needed to contact FB directly to get this sorted out. XXXX said Unfortunately theyre closed at this time so youll have to call them tomorrow. '' XXXX Called FB and spoke with XXXX. I gave him the history and all of the information provided above, XXXX tracking Number and XXXX Delivery Confirmation when XXXX received the returned clothing. I told XXXX You have all of the information you need to fix this matter. Im leaving it in your capable hands. I dont want to have to deal with this again. 

XXXX Received notification from XXXX XXXX that CB/XXXX reported to XXXX & XXXX  that I had not made the XX/XX/XXXX credit card payment. I'm still being billed for the returned clothing, late fees & interest. CBXXXX had not placed the disputed amount on hold as Id requested. My credit score dropped from XXXX to XXXX ( XXXX ) and XXXX to XXXX ( XXXX  ). 

XXXX Contacted XXXX, spoke with XXXX, filed a dispute against the false information CB reported to XXXX that I missed the XX/XX/XXXX credit card payment. Confirmation No. XXXX. 

Sought legal council to learn our options to remedy the matter involving CB/XXXX for disregarding the Federal Credit Card Act, reporting false information against me to a credit reporting agency, & damaging our excellent long held credit history. 

XXXX XXXX PM Received a call from CB XXXX XXXX asking why I hadnt made the XXXX payment. XXXX said I now oI CB/XXXX {$190.00} ( {$91.00} late fees & interest ). I gave her the information they already had on file & she said I needed to contact XXXX again that she couldnt do anything about the outstanding balance. He told XXXX he wasnt going to do their job for them and she hung up on him. 

XXXX Called XXXX spoke with XXXX. Before I could give her any information XXXX hung the phone up on him. 
XXXX I called XXXX back - spoke with XXXX. I could not understand her so she transferred him to XXXX XXXX who transferred him to XXXX a supervisor. I provided XXXX with all of the information that they already had on file. I pleaded with XXXX to resolve this matter once and for all. 

XXXX Received an email from XXXX Customer Service XXXX stating XXXX had refunded the return label fee for the clothing that I returned. She wrote Comenity Bank who bills you is able to credit back any interest and late charges that they charged you. 

Note : At this juncture I believed the matter was resolved. I thought someone at XXXX had finally done something. I was wrong ... 

XXXX Contacted XXXX, spoke with XXXX. Filed an online dispute. XXXX will contact CB/XXXX to correct the mistake within 7 to 10 days. 

XXXX Received a credit card bill with additional interest & late fees. Called CB and spoke with XXXX. She transferred me to XXXX in the Collection Department who transferred me to Manager XXXX. XXXX said they have no information about the returned clothing and our account is in collections. I Int over the entire sequence of events and XXXX asked me to send her copies of the XXXX tracking information that Id already provided CB/XXXX representatives. I scanned and submitted the documents directly on their Ibsite that day. 

XXXX Received notification from XXXX XXXX that the credit scores had been corrected. CB/XXXX had removed the false missed payment report. 

XXXX Received notification from XXXX XXXX that CB had reported a second time to XXXX that our CB/XXXX credit card account was past due in XX/XX/XXXX and I credit score was hit again. They falsely reported I now {$300.00} on the account. I called CB & spoke with XXXX in Collections who transferred me back to XXXX in Customer Care. I asked XXXX why Comenity Bank reported this false information to XXXX  when this matter had been in dispute since XXXX when I first reported a problem. XXXX stated Comenity Bank did not place this into dispute until XXXX after it Int into collections. She said they will make a determination within 30 to 60 days from XXXX. CB/XXXX agents completely ignored all of the information Id provided. 

XXXX CB/XXXX Reported to XXXX XXXX XXXX that my XX/XX/XXXX payment was 30 days late even though they claimed to have placed the amount into dispute on XXXX. 

XXXX CB/XXXX Reported to TXXXX XXXX XXXX that my XX/XX/XXXX payment was 30 days late even though they claimed to have placed the amount into dispute on XXXX. 

XXXX CB/XXXX Reported to XXXX XXXX XXXX that my XX/XX/XXXX payment was 30 days late even though they claimed to have placed the amount into dispute on XXXX.

Company response to consumer: Closed with explanation