Consumer complaint received 2025-10-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Bread Financial Holdings, Inc.
State: OH

Complaint narrative:
I am submitting this follow-up in response to Comenity Banks XX/XX/year> reply to my CFPB complaint. 

Comenity Banks response contains multiple inconsistencies and demonstrates continued noncompliance with the Fair Credit Reporting Act ( FCRA ) and the Fair Debt Collection Practices Act ( FDCPA ). 



1. Contradictory Statements About Mailing Comenity Bank previously admitted that it mailed sensitive records to a fraudulent address. In its most recent letter, it now claims no physical copy was mailed through the U.S. Postal Service. These XXXX statements directly conflict. If records were mailed to an address not belonging to me, that constitutes a serious privacy breach and evidence mishandling. 



2. Refusal to Provide Required Documentation Comenity Bank claims it can not provide sensitive account records except in instances of identity theft. However, I have already submitted an official identity theft report, which triggers their legal obligation under FCRA 609 ( e ) to provide the requested application records, signed agreements, and transaction data. Their refusal to do so is unlawful and obstructs my right to verify the source of the fraudulent accounts.

3. Failure to Conduct a Reasonable Investigation Simply stating that our fraud team found no basis is not a reasonable investigation under FCRA 611 ( a ) ( 1 ) ( A ). A proper investigation requires verification of identifying information such as the application address, Social Security number, phone number, and signature. Comenity Bank has produced none of this supporting evidence, which shows that their investigation was incomplete and unreasonable.

4. Incorrect and Harmful Credit Reporting Comenity Bank admits that the accounts are disputed but continues to report them to the credit bureaus as valid. Reporting a known fraudulent account while refusing to produce proof of ownership violates FCRA 1681s-2 ( a ) ( 1 ) ( B ) and continues to harm my credit reputation.

Requested Relief I request that the CFPB require Comenity Bank to : Provide full documentation under FCRA 609 ( e ), including application signatures, identifying data, and all fraud investigation records.

Clarify whether documents were mailed to a fraudulent address and provide proof of mailing or internal communication logs. 
Remove both the XXXX XXXX and XXXX XXXX accounts from my credit file if they can not verify I opened them. 
Cease any further reporting of these accounts as valid until the investigation is complete. 



Fair Resolution A fair resolution would include : 1. Written acknowledgement from Comenity Bank that the use of an address not belonging to me is evidence of identity theft.

2. Full release of documentation related to both accounts to my verified address.

3. Immediate suspension of credit reporting for both disputed accounts.

4. Permanent deletion of the accounts if proof of ownership can not be verified.

5. A written explanation and assurance that my personal data will no longer be mailed or shared with fraudulent addresses.

Conclusion Comenity Banks responses have been inconsistent, dismissive, and noncompliant with federal consumer protection laws. The evidence clearly shows identity theft and mishandling of my sensitive information. Their refusal to produce verification records and contradictory statements regarding mailing practices warrant further review. I respectfully request the CFPBs continued and urgent intervention.

Company response to consumer: Closed with explanation