Consumer complaint received 2024-04-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: Bread Financial Holdings, Inc.
State: PA

Complaint narrative:
*Comenity Capital Bank profiled me and then unjustly targeted my account, shortly after the ladies at my local XXXX XXXX opened it in XXXX,, in order to make extra money. 
*I did nothing even remotely wrong. My card was ONLY used in a legitimate manner! 
*NO ONE else attempted to use my card except me! 
*It is FANTASY to claim there were ANY security concerns or irregular credit card transactions made! 
*Utilizing a credit card that is marketed as being a travel card for vacation tickets and lodging by the person who opened the account is NOT irregular or a security concern. 
*There is absolutely nothing irregular about finding lodging in XXXX when I previously purchased tickets for the excursion. 

The day XXXX opened my account, I charged my tickets to XXXX XXXX. However, when I tried to use the card to book lodging for our vacation, my card was denied. I called the number on the card and we proceeded to play 20 questions. I ANSWERED ALL THE QUESTIONS CORRECTLY. Go back and check the tape! 
During that call, they asked me questions I dont believe they knew the answers to. They used that opportunity to collect extra data about me while pretending to check my identity. 
Strangely, the womans last question, before deciding I was a fraud was which phone numbers I use. I gave her my home and cell numbers. I must have numbers I dont use. 

*Comenity chose to target me because of my excellent credit rating and because I charged in excess of {$3000.00} on the day I opened my account. 
*Since I charged {$3100.00} that day, I earned {$93.00} in cash back. 
*Comenity is holding that very rebate XXXX until I send them extra information about me. There is no doubt they have already made money selling my information. They are demanding hard copies of my information and are holding my rebate XXXX until they receive it. 
*I am much TOO careful with my identity to give Comenity the chance to play fast and loose with my information. 
*I paid off my bill IN FULL and owe them absolutely nothing. 
*So exactly, what is the security risk? 
*Comenity has not been harmed in the least! That was never the real purpose for freezing my account. It was just an excuse to get hard copies of my information and keep my rebate. 
*At this point Comenity has been paid every penny they are RIGHTFULLY ENTITLED to!!!!! 
*Yet they continue to blackmail me for more information. 

*Only after opening the card, did Comenity decide I was unworthy of credit UNLESS I sent them hard copies of information that could possibly be taken to steal my identity. I am NOT WILLING to take that chance. 
XXXXThey have been successful in hanging onto my rebate money that I earned BEFORE the card was frozen, even though I requested they send it to me. 
*The credit card companies I have had for years treat me like a valued customer. They tend to look out for me. 
*Comenity treats me like a XXXX Bread Bank is attempting to take advantage of me! 
*I handled my new XXXX credit card exactly as I care for the other three. I made a purchase with it and proceeded to pay it completely off before the due date. 
XXXXI did nothing that could even remotely be considered unusual. 

*Comenity uses deceptive practices in its handling of accounts. 
1.They do not have information about their association with Bread Financial on their bills.

2. They do not cash checks in a timely manner. According to the post office Comenity received my check on XX/XX/24. It was not received through at my bank until XX/XX/24. Im sure they would have charged me a late fee if I did not make them sign at delivery. It is a good thing I made them sign upon delivery. 
4. I never received a credit card agreement that outlined information about the rewards I supposedly was entitled to. 
5. I was told they do not send statements out with a {$0.00} balance, However, I have a cash back credit balance of {$93.00}. 
6. A {$93.00} credit balance is not a XXXX balance. 
7. So why am I not receiving a monthly statement? 

*By freezing my card Comenity is treating my cash back as if it DOES NOT BELONG to me. *They can LEGALLY get away with pretending my cash back really belongs to them because the Consumer Federal Protection Bureau does not have a policy regarding CASH BACK. Although not illegal, Comenity has effectively stolen my rebate money.

*This is why I trust Comenity much less than they claim to trust me. 
*I think they do not see themselves as criminals in this scenerio, but reasonable people certainly would. 
*I have impeccable credit, XXXX knows my identity has not been compromised and I did nothing wrong. 
*Comenity CREATED a crisis with my credit that simply does NOT exist. 
*There is zero chance that anyone impersonated me at my address and paid my $ XXXX XXXX bill. 
*There is zero chance that there is anyone at my address that is impersonating me and waiting to steal my cash back like one of Comenitys associates explained to me.

*It is Comenity that is stealing the cash back that I earned during that first transaction.

*Comenity, aka Bread Bank is the first financial institution to attempt to take money out of my pocket in over twenty years. I simply never owe interest, fees or penalties.

*Just because the Consumer Federal Protection Bureau does not have a set policy regarding the return of money that is labeled as cash back should not mean it is a loophole for Comenity to take advantage of.

Company response to consumer: Closed with non-monetary relief