Consumer complaint received 2025-02-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Bread Financial Holdings, Inc.
State: CA

Complaint narrative:
I am writing to formally dispute an inaccurate and unfair item on my credit report, which has significantly impacted my credit score. This issue is related to my account with Comenity Bank XXXX XXXX XXXX  and has caused a drop of over XXXX points in my credit score, despite my efforts to resolve it. 
In XX/XX/year>, I made a purchase at XXXX XXXX totaling around {$30.00} to {$31.00}. While checking out, I was offered an XXXXXXXX XXXX XXXX  for a discount, which I accepted. After completing my purchase, I waited for any communication regarding my card or payment details but received nothing. Eventually, I found a customer service number, and the representative informed me I could either pay over the phone ( with a {$9.00} fee ) or make the payment myself online for free. I chose the self-service option. 
While making the payment, the system wouldnt allow me to enter cents, so I paid approximately {$30.00}. Concerned about the remaining balance, I called back and made another payment to cover what was left. I believed my account was settled. 
However, a month later, I began receiving calls and voicemails claiming I had overdue payments. When I contacted them, I was shocked to learn they claimed I owed XXXX XXXXXXXX {$80.00} due to a supposed unpaid {$1.00} balance, which had accumulated interest and fees. I explained that I had made two payments on the same dayone specifically to cover the remaining balance.

I escalated the issue to a manager who acknowledged over a recorded phone call that I had made my payments on time. She confirmed that I was not at fault since I was unaware of the technical issue and the payment policy ( which I wasnt informed about ). She assured me the account would be cleared, and I would owe {$0.00}. 
I was relieved, but a month later, I began receiving calls again, stating I had outstanding payments. When I called, they claimed I owed over {$100.00}. I explained the situation, referenced the recorded call with the manager, and requested they check the records. However, they claimed the manager hadnt left a note, and they refused to acknowledge the previous resolution.

I spent three hours on the phone on XXXX XXXX trying to resolve this. I was eventually transferred to collections, where I was treated with extreme rudeness and disrespect. The agent belittled me, made me cry, and told me that no one would help me more than she could, offering to reduce the amount from over {$100.00} to {$55.00}. Feeling helpless and with no other choice, I paid the {$55.00} to stop the harassment. 
Despite all of this, the issue was reported to the credit bureau, causing my score to drop significantly. Shockingly, two weeks after making the {$55.00} payment, I received a letter in the mail claiming I still owe {$3.00}. 
I called again, spoke to a manager, and expressed my frustration. I told her that I had already paid the {$55.00}, which was unfair, and now they were charging me {$3.00} in interest. She claimed the {$3.00} was interest on the previously waived XXXX XXXX. I asked, How can you charge interest on an amount that was waived? She was silent and gave me no answer. 
I had no choice but to pay the {$3.00} just to put an end to this nightmare. I told the manager that if I receive any further charges from them, I will seek legal action. I made it clear that I will not remain silent anymore. All this time, I didnt know that their irresponsibility and dishonesty would be reflected on my credit score. When I finally checked my credit report, I was horrified to see that their mistakes had severely impacted my financial future. 
As an XXXX XXXX who graduated from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX with a degree in XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and as someone preparing to start a career as a XXXX XXXXXXXX, I take my financial responsibilities very seriously. This situation does not reflect my character, discipline, or financial management. It is the result of poor communication and mishandling from Comenity Bank, not negligence on my part. 
This inaccurate report has also severely affected my personal life. I am currently in the process of moving out of state, and this unjust drop in my credit score is making it extremely difficult for me to secure housing. Landlords heavily rely on credit scores during tenant screenings, and despite being a responsible, financially stable individual, I am now facing barriers that could have a long-term impact on my living situation. This has added immense stress during an already challenging transition period.

Company response to consumer: Closed with monetary relief