Consumer complaint received 2025-07-24 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: Bread Financial Holdings, Inc.
State: VA

Complaint narrative:
The email I sent the company : Date : XX/XX/XXXXXXXX  To : Comenity Capital BankCustomer Support / Complaint ResolutionXXXX XXXX XXXXXXXX, OH XXXX Subject : Formal Complaint Regarding Failure to Provide Notification and Account Access Account in XXXX Dear Comenity Capital Bank, I am writing to formally file a complaint regarding your handling of a past-due balance on my account in XXXX. The original balance was {$130.00}, but due to late fees and interest accumulating without my knowledge, the total amount due escalated to {$350.00}, which I paid promptly upon receiving notice. 

During the billing period, I experienced a temporary change of residence due to separation/divorce complications and did not receive any paper statements in the mail. However, I also did not receive any email notificationsdespite having provided an email address to your system and expecting to be notified electronically.When I attempted to log in to my Comenity account to address the issue, I was unable to access it. Your account recovery process required physical card information, which I did not have due to not receiving mail at the temporary residence I had at the time. No alternative method was offered to reset login credentials, or access account details. 

Additionally, I experienced phone issues during that time, which required me to begin using a different phone number after my original phone was compromised. As a result, I did not receive any calls or voicemail notifications from your system on the number you had on file, which further contributed to my unawareness of the account status.I eventually returned to the same mailing addressafter the previously mentioned divorce complications. That is how I finally became aware of the outstanding balance, which I promptly paid upon receiving the first physical notification at that address. 

These failures in communication and accessibility meant that I had no reasonable way of knowing about or resolving the overdue balance before late fees were added. I was only made aware of the balance through later collection attempts, at which point I paid the full amount without delay. 

The reason I am filing this complaint now is because I am currently applying for a home equity loan, and my application is being denied as a direct result of the hit to my credit score from this single account. If this incident were expunged from my credit record, I would meet the necessary qualifications for the loan. The funds from this loan are urgently needed to cover home damage repairs, pay off debts, and support my sons school tuition. This unjust reporting is materially impacting my ability to maintain financial stability and provide for my family. 

I believe this situation demonstrates a breakdown in fair billing practices and a lack of accessible, alternative communicationespecially for customers affected by address changes or phone issues. It may also represent a violation of my consumer rights under the Fair Credit Billing Act or Fair Credit Reporting Act ( FCRA ).

I respectfully request the following : 1. A full investigation into this matter and acknowledgment of the communication and access failures.

2. Removal of any negative reporting from my credit file related to this incident.

3. Confirmation that Comenity Capital Bank offers and enforces alternative login and communication options, and access to statements dating back longer than 2 years for account holders and those employed by the bank. Please confirm receipt of this complaint and respond within 15 business days.Sincerely,-

Company response to consumer: Closed with explanation