Consumer complaint received 2025-12-04 00:00:00
Product: Credit card — Store credit card
Issue: Incorrect information on your report — Account status incorrect
Company: Bread Financial Holdings, Inc.
State: WA

Complaint narrative:
Re : Complaint Against Comenity Bank XXXX XXXX Credit Card XXXX XXXX XXXX, XXXX XXXX XXXX, Lack of Written Notice, Account Lockout, and Continued Collection Efforts To Whom It May Concern : I am submitting this complaint regarding Comenity Banks handling of a settlement/payment plan on my Victorias Secret credit card account. I believe Comenity Bank : mishandled the account internally, deleted a scheduled payment on their end, failed to provide written settlement terms, failed to notify me of alleged charge-off status, locked me out of my account after accepting a large payment, provided misleading settlement information verbally, and continued collection activity even after confirming my settlement as completed. 

I acted at all times in good faith. The situation below reflects errors and contradictions that originated solely from Comenity Banks side. 



XXXX. Internal deletion of a scheduled settlement payment In Comenity Banks written response to my XXXX complaint dated XX/XX/year>, they admitted the following : The final scheduled settlement payment of {$320.00}, due XX/XX/year>, was deleted internally by Comenity. 

I did not delete, modify, block, or interfere with this payment in any way. 
I : did not change banking information, did not revoke authorization, did not stop or divert drafts, and maintained available funds. 

This missing payment was caused exclusively by Comenity Banks administrative error. 

I do not believe consumers should be penalized for internal deletion of payments that they did not cause, especially in the context of an already established settlement plan. 

XXXX. No written settlement terms were ever provided Throughout the entire process, Comenity Bank never gave me any written documentation of the settlement terms. 

I did not receive : an emailed agreement, mailed instructions, a written payment schedule, or any document outlining settlement conditions, amounts, or status. 

All settlement details were communicated only by phone. 

This left me fully reliant on verbal statements from Comenity representatives and the information displayed in my online account. 

XXXX. My online account remained active after Comenity now claims it had been charged off Comenitys XXXX response states that the account was written off on XX/XX/year>. 

However, this does not match my actual experience. 

I still had full online access after XX/XX/XXXX and I made a payment of {$970.00} on XX/XX/year>, directly through the Comenity/XXXX XXXX account portal. 

I have documentation proving that this payment was processed online. 

At the time I made that payment : my online account showed that the payment would bring the account to current status, the displayed balance updated accordingly, and nothing indicated the account was charged off or being restricted. 

Immediately after this XX/XX/XXXX payment posted, I was locked out of my account, and have never been able to access it again. 

I received no : written notice of a charge-off, email alert, mailed disclosure, or any notice that the account would be closed or access removed. 

I only learned months later during phone conversations about a settlement plan that Comenity claimed the account had supposedly been written off back in XXXX. 

The sequence is : XXXX. Account allegedly charged off on XX/XX/XXXX ( per Comenitys letter ), XXXX. I still had full login access afterward, XXXX. I made a large payment of {$970.00} online on XX/XX/XXXX, XXXX. Comenity accepted that payment, updated the balance, and credited it, XXXX only after that did they revoke account access, XXXX and only months later did they tell me the account had been written off. 

Had I known my account was already considered charged off, or that I would be locked out immediately after submitting a {$970.00} payment, I would not have made that payment under those circumstances. My intent in making that payment was specifically to bring the account current so that I could continue making monthly payments going forward. 

Their system displayed that this payment accomplished that goal. 

I had a confirmation through the portal that my payment was received, but since they closed my account after the payment was made and I no longer had access, I actually received no confirmation that Comenity Bank applied that amount to my outstanding balance at that time. 

XXXX. XX/XX/year> call confirming that my settlement was fully completed On the morning of Saturday, XX/XX/year>, between approximately XXXX XXXX. PST, I returned a missed call from Comenity/XXXX XXXX 

During that call, after reviewing my account, the representative clearly informed me : XXXX. My settlement plan had been fully satisfied as of XX/XX/year>, XXXX. My credit reporting would be updated to reflect the account as settled/completed, and XXXX. I would not receive any additional calls or owe any further payments. 

This information was presented as final, not tentative. 

I relied on this representation in full good faith. 

I do not know if the call was recorded, but in multiple later phone conversations, Comenity representatives confirmed to me verbally that internal account notes existed reflecting exactly what I was told on XX/XX/XXXX including confirmation that the settlement had been completed and that no further payments were owed. 

Despite this, Comenitys XXXX response completely omitted any reference to : the XX/XX/XXXX call, the settlement confirmation I received, or the internal notes that their own staff told me existed. 

XXXX. Collection calls continued after Comenity told me my settlement was completed After being told on XX/XX/XXXX that : I owed nothing further, reporting would be updated, and no additional calls would occur, I began receiving repeated collection calls from Comenity/XXXX XXXX , from multiple phone numbers, including unknown IDs. 

In every follow-up call where I attempted to address this, I explained the confirmation I received and referenced the internal notes other representatives acknowledged. 

Despite this, the calls continued. 

Comenitys XXXX  response tried to justify these calls by stating that they occurred during permissible hours but lawful timing is irrelevant when I was told no further calls would occur at all and that my balance was satisfied. 

XXXX. I acted in full good faith at all times I : made all required payments through XX/XX/year>, kept available funds for the final XX/XX/XXXX payment, made a {$970.00} payment in XX/XX/year> that I believed would bring my account to current standings so I could make monthly payments going forward, did not interfere with scheduled payment drafting, received no written notices, had no online access after XX/XX/year>, and relied on Comenitys verbal confirmation of settlement. 

The internal deletion of the XX/XX/XXXX payment coupled with the contradictory charge-off timeline should not nullify a settlement that Comenity representatives told me was already completed. 

I do not believe a consumer should be held financially responsible for a banks internal administrative issues, lack of written disclosure, lack of notice, and post-hoc revision of account status. 

Thank you for your review. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief