Consumer complaint received 2025-03-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Bread Financial Holdings, Inc.
State: PA

Complaint narrative:
Dear Comenity Bank, I am writing in response to your recent letter regarding my dispute ( Ref. No. XXXX ). While I appreciate your review of my concerns, I do not agree with your findings.

1. Fraud Investigation : The letter you provided does not include any proof from your investigation team regarding the fraud claim. You mention that a fraud investigation was completed in XX/XX/XXXX for the XXXXXXXX XXXX XXXX and in XX/XX/XXXX for the XXXX XXXX Credit Card, but you have not supplied any supporting documentation or verification of these investigations. I request that you provide detailed documentation from your investigation team that outlines how the investigation was conducted, the findings, and any supporting evidence used to make your conclusion.

2. Credit Reporting : I continue to dispute the accuracy of the reporting. I called XXXX customer service to report the fraud, and I need verification of these phone calls, including dates and times of the calls. Please provide documentation of these calls or any related records from your investigation team. If you are unable to provide supporting proof of the fraud investigation or the validity of these accounts, the accounts must be removed from my credit report as required by law. 

Under the Fair Credit Reporting Act ( FCRA ) : FCRA 611 ( 15 U.S.C. 1681i ) : If an account is disputed and the creditor can not verify its accuracy, it must be deleted.

FCRA 609 ( 15 U.S.C. 1681g ) : I have the right to request proof, including any records used to verify the debt. If proof is not provided, the account can not legally remain on my report.

FCRA 605B ( 15 U.S.C. 1681c-2 ) : If an account resulted from fraud or identity theft and you can not verify its legitimacy, the credit bureaus must block and remove it.

3. Address Update : I have recently moved, but my previous address on this account was : XXXX XXXX XXXX, XXXX, PA XXXX. 
Please ensure this address is updated in your records, as it may be why there is an address discrepancy. However, this does not change the fact that the information being reported is incorrect. Please clarify which address is on record and ensure this dispute is properly reviewed.

This is my third time disputing this matter with the Consumer Financial Protection Bureau ( CFPB ) and the credit reporting agencies. I have attached a copy of your letter dated XX/XX/XXXX for your reference. I would like to verify the information you provided in that letter and request additional documentation from your investigation team to substantiate your claims regarding the fraud investigation and the accuracy of the reported information. 

If you are unable to provide proof of the fraud investigation, customer service calls, or other supporting documentation from your investigation team, I request that these accounts and any related delinquencies be removed immediately. If this matter is not resolved, I am prepared to escalate my dispute with the Consumer Financial Protection Bureau ( CFPB ) and the credit reporting agencies. 

Please provide a written response addressing these concerns.

Company response to consumer: Closed with non-monetary relief