Consumer complaint received 2025-12-26 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Bread Financial Holdings, Inc.
State: TX

Complaint narrative:
I am submitting this complaint regarding Comenity Banks involvement and oversight in connection with an unauthorized high-value retail credit card return transaction processed on XX/XX/XXXX, and concerns regarding the handling and potential disclosure of my personal identifying information, including the last four digits of my Social Security number, date of birth, and ZIP code, to the merchant, XXXX. 

The return transaction involves a bespoke, one-of-a-kind XXXX XXXX XXXX XXXX by XXXX, originally purchased on XX/XX/XXXX for {$24000.00}, during a one-day event at XXXX in XXXX, Texas. The return was processed on XX/XX/XXXX, at XXXXXXXX XXXX  at the XXXX, Texas location and reflected on the receipt as an XXXX  return. This transaction was completed without my presence or authorization and without any written explanation or notice from Comenity Bank at the time it was processed. Following the return, I was not notified by Comenity Bank that a return had occurred, nor was I provided confirmation that my personal identifying information had been accessed or used in connection with the transaction. It was not until later that evening, at approximately XXXX XXXX, that I observed a pending in-store return labeled XXXX, TX on my Comenity online account. At XXXX XXXX, I contacted Comenity to report that I had not authorized the return. During that call, I was informed that the return had been processed by the merchant, XXXX, on the back end. The call lasted approximately 12 minutes. 

On XX/XX/XXXX at approximately XXXX XXXX, during a recorded call with Comenity, a representative named XXXX stated that Comenity had processed the return on the back end. This statement conflicted with prior representations made to me regarding who initiated and processed the return. He also indicated that the system reflected the return as a pending in-store XXXX, Tx transaction dated XX/XX/XXXX. During the same call, XXXX stated that someone at XXXX began accessing my account on XX/XX/XXXX at approximately XXXX XXXX He stated that this individual had waived my minimum payment and removed late fees. I informed him that no late payment should have existed, as my minimum payment of {$940.00} was not due until XX/XX/XXXX and it had already been paid in cash in-store on XX/XX/XXXX. When I expressed concern that my personal identifying information, including my Social Security number, may have been accessed or used without my authorization, he stated that Comenity does not give out your information and that he personally could not view my Social Security number. However, no explanation was provided regarding how my personal information was accessed or how it was protected in connection with the return transaction. He described the situation as very weird and stated that I was the first customer he had encountered with this type of issue. The call lasted approximately 35 minutes. 

On XX/XX/XXXX at XXXXXXXX XXXX, I contacted Comenitys fraud department. I was informed that Comenity did not process the return and that it had been completed in-store by XXXX. I was redirected to the dispute department. This call lasted approximately 14 minutes. 

On XX/XX/XXXX at XXXXXXXX XXXX, I spoke with a representative named XXXX, who let me know that Comenity would now open a dispute about this matter, that I would be mailed letter with a dispute number, and that they would notify me the results once completed. This call lasted approximately 29 minutes. 

On XX/XX/XXXX at approximately XXXXXXXX XXXX, I spoke with a Comenity Bank representative regarding activity on my account. During the call, the representative confirmed that a phone number XXXX was listed on my account as a home phone number. I told him that this number has never belonged to me and was never provided by me at any time. When I asked how the number had been added without my authorization, he stated that he could no longer see when it had been added but believed he remembered it being added on XX/XX/XXXX. He also stated that he had removed the number from my account. 

I then asked who had accessed my account and made changes on XX/XX/XXXX. The representative stated that XXXX XXXX, Customer Care Supervisor ( Employee ID # XXXX ), had accessed my account to suppress a {$99.00} financial charge and to waive a late fee. I asked whether she was also the individual who initiated the promotional plan transfer for {$26000.00} on XX/XX/XXXX. He doesnt confirm if XXXX initiated the transfer or not. I asked if the promotional plan transfer has to manually be done. He explained that if a dispute was initiated, then Comenity would have manually adjusted it. I then asked whether Comenity had processed the promotional plan transfer on XX/XX/XXXX or if it was XXXX. He said it was done by Comenity. And I asked if they did that as a result of the return transaction that occurred on XX/XX/XXXX. The representative stated that the dispute was still current so he could not speak to the details of the dispute itself. I clarified that I was not asking about the dispute, but clarification on whats in the notes on my account. 

I then asked whether XXXX had initiated the return on XX/XX/XXXX. I followed by stating, Well, it says in-store return, so I guess she didnt initiate that. He was looking at the notes on XX/XX/XXXX and was not able to see the return notification. I then said, So that means Comenity didnt do it, because you would be able to see it if they did? He responded, That is correct. I then asked whether XXXX had the ability to remove the transaction in the amount of {$24000.00} on XX/XX/XXXX. He stated that he did not have access to that information because the dispute was still open. 

I also asked about the dispute filing process. I explained that I had opened the dispute on XX/XX/XXXX and wanted to confirm when I should expect to receive written notice by mail. He stated that dispute letters are typically mailed within 710 business days and that the overall dispute process generally takes 4560 days. I later received an email notice in my online Comenity email dated XX/XX/XXXX ; however, as of XX/XX/XXXX, I have not received a mailed copy of the dispute notice or been provided with a dispute reference number. 

I then circled back to XX/XX/XXXX and asked if my account was being accessed because Comenity just wanted to access it or was it being accessed because XXXX called them? He said it was to remove a late fee and to suppress the financial charge for one billing cycle. I asked if they just automatically do that? He said no, it was a manual access. He clarified, when its an automatic process the notification is reflected as XXXX and doesnt show any agents name but at this time its showing a supervisor XXXX . I ask does it say whos directing her to do that? He stated that she probably received a pin set up by a regular agent or generated one herself in order to access the account to remove the late fee and suppress the financial charge. So I asked, if I had called and requested something to be done, are you going to see that the owner of the account called and said that she wanted this done? He responded that all processes are made with the consent of the account holder. He says we can not access my account without my approval because we can only set a pin when the account holder is on the line. I asked so how and why could she do any of that if I didnt call? He said let me review and he didnt answer my question. We then discussed the access history on my account. The representative
confirmed that my account was accessed on XX/XX/XXXX and again on XX/XX/XXXX. I acknowledged that I was aware of the XX/XX/XXXX access, as Comenity had adjusted my promotional financing from 18 months to 60 months at that time, which was also confirmed to me by the XXXX general manager via text. 

I said Im confused as to why my account was being accessed on XX/XX/XXXX if I didnt have any knowledge of that and why on XX/XX/XXXX there was an in-store return done without me present. He said he does not have any data related to any return on my notes in his system. He said the return was done by XXXX. 

I said XXXX had my social security number that day to be able to process the in-store XXXX  return and I asked if it was possible when my account was being accessed on XX/XX/XXXX by XXXX if she had access to my social security number and gave XXXX my social? He responded, No, we do not provide your personal information to other institutions and plus, if you already have an account with XXXX, XXXX could access your account and make changes within your account without your social security number. I stated that I only authorized them to use my social security number when I didnt have my credit card and they needed to pull up my Comenity account because yall are a different entity. He said regular agents, even supervisors dont have access to your full social security number we only have access to the last four numbers. I said XXXX only needs the last four. He said to access my account he needs my full social security number and that he can not access my account without my social security number, my full account number or any phone number to make the search. I reiterated XXXX only needed the last four and Im not sure how they got it. He explained further, our systems are separated. We are different companies. Different institutions and we do not share data between us. Even if you update a phone number with us or a mailing address with us, those updates are not going to be reflected on your XXXX account only on your XXXX credit line with Comenity. Theyre completely different systems. This call lasted approximately 34 minutes. 

Based on this XX/XX/XXXX conversation alone, Id like to note specific things : 1. I have only ever provided my full Social Security number to Comenity at the time my account was opened.

2. When I call Comenity they verify its me with only the last four digits of my social, never my full social security number.

3. Ive never been asked to provide my full account number or a phone number to verify my account on the phone. I thought it was odd that he said that especially since a random number was attached to my Comenity account.

4. When I dont have my Comenity credit card for a purchase or a return at XXXX I have to give them the last four of my social to pull up my Comenity account. Ive been told my last four are not saved in XXXX system and based on Jareds CFPB response its implied they didnt have it, they state Comenity provided it and that they didnt store it thereafter. 

On XX/XX/XXXX, I went to the XXXX XXXX location in XXXX, Texas to request receipt documentation related to the return. An employee printed a copy of the return receipt and consulted with store management to confirm whether it could be provided to me. This consultation involved the General Manager, the District Manager, XXXX XXXX, and XXXX XXXX, Director of Customer Service. I was provided a copy of the return receipt at approximately XXXX XXXX  that day. I was not presented with, nor did I sign, any original return documentation ; the receipt provided to me was a printed copy generated by the store. In a recorded video, the XXXX manager stated that she had been provided the information necessary to process the in-store return by the district manager over the phone which was the last four of my social, my birth date and my zip code. Separately, the manager also stated to me that the information had been provided to the district manager by them. 

On XX/XX/XXXX, I received a response associated with CFPB Complaint # XXXX, in which XXXX stated : We contacted Comenity who provided us with your date of birth, ZIP code and the last four digits of your SSN which is the information needed to process the return. That evening at XXXXXXXX XXXX, I contacted Comenity to ask whether there were any circumstances under which my Social Security number or other personal identifying information would be provided to a merchant, including in situations described as unable to deliver the goods. I was told that there were no such circumstances and that Comenity does not share that information. I specifically asked whether any exception existed, and I was told no. The call lasted approximately 13 minutes. 

On XX/XX/XXXX, I posted a XXXX  discussing XXXX Consumer Financial Protection Bureau response and its reference to Comenitys role in the return transaction. 

On XX/XX/XXXX at XXXXXXXX XXXX, I observed that XXXX, the vendor referenced in XXXX CFPB response, had disabled public tagging and mentions on its social media accounts. I documented this change with screenshots for my records. 

On XX/XX/XXXX at XXXXXXXX XXXX, I contacted Comenity again to confirm the information stated in XXXX CFPB response. I was advised that there are no circumstances under which Comenity would share my personal identifying information. I was also provided with the mailing addresses for Comenitys Credit Bureau Disputes and Customer Care departments. The call lasted approximately 13 minutes. 

On XX/XX/XXXX, I sent written correspondence via certified mail to both departments requesting clarification regarding the following : Whether Comenity accessed, used, or shared my personal identifying information in connection with the XX/XX/XXXX return Whether Comenity authorized, approved, or verified the return Whether Comenitys internal systems reflect any access to my personal information related to this transaction Whether XXXX statement to the CFPB regarding Comenity providing my personal information is accurate Written confirmation if such information was not provided A reinvestigation and correction or deletion of any information furnished to consumer reporting agencies that inaccurately suggests the return was consumer-authorized or consumer-present, along with written results of any such reinvestigation as required under the Fair Credit Reporting Act. As of XX/XX/XXXX I am still awaiting a response.

Company response to consumer: Closed with monetary relief