Consumer complaint received 2025-06-24 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:
Issue : Inaccurate credit reporting and failure to correct a paid balance. Requesting both factual correction and goodwill removal due to extreme hardship. 



Details : Comenity Capital Bank is reporting an account as delinquent and unpaid, even though I paid the full balance on XX/XX/year>. This is a factual inaccuracy, and under FCRA Section 623 ( a ) ( 2 ), Comenity is legally obligated to report accurate information and promptly correct errors once notified. 

As of XX/XX/year>, the account is still reported as delinquent and unpaid which is false. This misreporting has already caused a major hit to my credit, including credit limit reductions of over 90 % across multiple accounts on XX/XX/XXXX. This was triggered by the incorrect belief that I had a delinquent, unpaid account. 



BACKGROUND : I opened a retail card backed by XXXX and made a {$400.00} purchase as part of the cards sign-up bonus. At the time of the transaction, I did not yet have the physical card or a card number. I was told the physical card would arrive within 30 days. 

A few days later, I left the XXXX on a short weekend holiday fully expecting to return. However, despite having a valid XXXX visa and being a legal resident for over 15 years, I was denied re-entry under new travel enforcement measures put in place by the current administration. 

Because of this : I never received the physical card I did not have a card number I did not know XXXX was the issuing bank I had no access to billing statements, online portal, or phone support ( I lacked the account info to verify my identity ) I had no ability to locate or pay the account. I did not ignore the balance I literally could not access it. 



RESOLUTION : In XX/XX/year>, I finally began receiving delinquency calls and was able to identify XXXX as the issuer. I immediately accessed the account and paid the entire balance in full on XX/XX/year>. 

I called XXXX on XX/XX/XXXX, and the representative confirmed the account was fully paid and had no balance but claimed their system was down and could not submit a manual update. 

On XX/XX/XXXX, I contacted them again and was told I had to submit a written letter and wait up to 90 days even though this is a simple factual correction, not a goodwill request. 



WHAT IM REQUESTING : XXXX. Immediate correction of the inaccurate reporting : Update all bureaus to show the account as paid in full as of XX/XX/year> Remove any indication of current delinquency XXXX. Goodwill removal of the late payment marks : I was unexpectedly and involuntarily locked out of the country I never received the card or any access to manage the account I paid immediately upon being contacted I acted in good faith with no prior delinquency history Final Note : This was a rare and extraordinary situation, and I resolved it the moment I was able to. Im requesting the CFPBs assistance to ensure Comenity complies with the FCRA and fairly considers a goodwill removal in light of the documented hardship. 

Thank you.

Company response to consumer: Closed with explanation