Consumer complaint received 2025-11-13 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: AL

Complaint narrative:
Balance should have been {$0.00} Comenity/XXXX XXXX failed to correct errors Incorrect late payments ( 30 & 60 days ) Severe credit score damage ( XXXX  points ) Consequential harm ( reduced credit limits & high utilization ) Ongoing FCRA Category : Credit Reporting Subcategory : Incorrect information on credit report Company : Comenity Bank ( XXXX XXXX XXXX + XXXXXXXX XXXX XXXX Summary XXXX Comenity Bank/XXXX XXXX  is reporting false late payments and an incorrect balance after two orders were returned to them and should have been credited to a {$0.00} balance. Because they failed to correct their mistake, all three credit bureaus now show 30- and 60-day late payments that are inaccurate. My credit score has dropped nearly XXXX points, and other creditors have lowered my credit limits, causing extreme financial harm. 

Details : I had a {$0.00} balance with XXXX XXXX as of XX/XX/XXXX. I placed an order that was shipped to the wrong address and returned to XXXX XXXX. My balance should have returned to {$0.00}, as I never received the merchandise. 

In XX/XX/XXXX, I placed a second order. Again it was sent to the wrong address, again returned to XXXX XXXX and again I received nothing. This second returned order also should have restored my balance to {$0.00}. 

Instead of crediting the returns properly, Comenity Bank/XXXX XXXX continued to show a balance due. Believing the charges were legitimate, I made two payments ( XXXX and XXXX ). I later discovered that both orders had been returned and credited back meaning I never owed anything. 

Despite multiple phone calls to both XXXX XXXX and Comenity Bank explaining the situation, they have refused to correct the account. They have now reported 30-day and 60-day late payments to XXXX, XXXX, and XXXX  . 

This information is false, inaccurate, and damaging, violating the FCRA including : 607 ( b ) Failure to ensure maximum accuracy 611 Failure to conduct a reasonable reinvestigation 623 Furnisher obligations to correct inaccurate data As a result : My credit score has dropped nearly XXXX points Other creditors have reduced my credit limits My utilization shows at 100 % or more due to loss of available credit My creditworthiness and financial stability have been severely harmed I am requesting the CFPB to require Comenity/XXXX XXXX and the three credit bureaus to : 1. Conduct a full reinvestigation 2. Remove ALL late payments 3. Correct the balance to {$0.00} 4. Delete all inaccurate data they can not verify 5. Restore my credit standing I expect immediate assistance due to the significant financial and emotional harm this situation has caused FTC COMPLAINT TEXT : Comenity BankXXXX XXXX is reporting false information on my credit reports after failing to credit two returned orders. Both orders were shipped to the wrong address and returned to XXXX XXXX in XXXX. My balance should have been {$0.00}, yet Comenity reported that I was 30 and then 60 days late. 

This information is incorrect and violates FCRA responsibilities for furnishers. I contacted XXXX XXXX and Comenity Bank multiple times and they refused to correct the account. As a result, all three credit bureaus are reporting false late payments, and my credit score dropped nearly XXXX points. Other creditors lowered my credit limits, causing my utilization to spike to 100 % or more. 

This is causing severe financial harm and needs immediate FTC review. 

Category : Consumer Protection Subcategory : Credit Reporting / Unfair Practices XXXX XXXX

Company response to consumer: Closed with monetary relief