Consumer complaint received 2026-04-01 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: Bread Financial Holdings, Inc.
State: MD

Complaint narrative:
I am filing a complaint regarding an unresolved billing dispute with Comenity Capital Bank. In or around XX/XX/XXXX, I entered into a payment arrangement with Comenity after speaking with a representative. Based on the terms explained during that call, I understood that the account would be resolved upon completion of the agreed payments. Between XXXX and XX/XX/XXXX, I made approximately {$700.00} in payments under that arrangement. In the week of XX/XX/XXXX, I contacted XXXX by phone to dispute their claim that a balance of approximately {$450.00} remained owed. During this call, the representative stated that XXXX does not offer long-term payment arrangements like mine, which lasted approximately XXXX months. The representative also asserted that they had no record of payments made after the initial XXXX payment. While on the call, I accessed my online banking records and provided specific payment dates and amounts. After I provided this information, the representative was able to verify that the additional payments had in fact been made. Following that call, I sent a certified written dispute letter requesting a full investigation and a review of the recorded call where the payment arrangement was established. The letter was sent on XX/XX/XXXX, and delivered to XXXX on XX/XX/XXXX. I received confirmation of delivery on XX/XX/XXXX. Shortly afterward, I received a written acknowledgment from XXXX stating that my dispute had been received, but the letter did not provide a timeline for when a full response would be issued. Despite my dispute remaining unresolved, I began receiving collection calls again in XX/XX/XXXX. If XXXX followed its internal procedures, the recorded call establishing my payment arrangement should confirm what was explained to me at that time. However, during a follow-up call today, I was again told that representatives are unable to review call recordings or provide transcripts, and that the balance must still be resolved. During this most recent call, I made an additional payment solely to prevent the account from being charged off while the dispute remains unresolved. I am concerned that : My payments were not properly recorded or tracked initially The remaining balance has not been clearly explained My written dispute was not fully investigated before collection activity resumed Representatives have provided inconsistent information about payment records and call availability I am requesting : A full accounting of the account balance, including the starting balance at the time of the payment arrangement A complete payment history showing how each payment was applied Documentation of the payment arrangement terms recorded by Comenity Confirmation that the recorded call establishing the payment arrangement was reviewed Correction of any inaccurate balance Suspension of collection activity until this matter is fully resolved Assurance that my account will not be charged off while the dispute remains under investigation

Company response to consumer: Closed with non-monetary relief