Consumer complaint received 2026-04-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Bread Financial Holdings, Inc.
State: WI

Complaint narrative:
WHAT HAPPENED I am currently experiencing financial hardship and am requesting a written review, an affordable hardship or workout option, and correction or clarification of the credit reporting on my XXXX XXXX XXXX XXXX account with Comenity Capital Bank / Bread Financial. I first submitted concerns to the Wisconsin Department of Financial Institutions ( DFI ), but I do not have any record that XXXX forwarded this Comenity/Bread Financial matter to the Consumer Financial Protection Bureau ( CFPB ). For that reason, I am filing this complaint directly with the CFPB. My concern involves Comenity/Bread Financials handling of my hardship program, reduced APR, {$90.00} hardship payment history, later removal from the special payment program, credit bureau reporting , disputed-tradeline status, continued phone contact, and lack of a complete written explanation. Before the hardship arrangement, the account APR was approximately 31.74 % for purchases and 32.74 % for cash advances. Under the hardship arrangement, the APR was reduced to 10.00 %, and my monthly hardship payment was {$90.00}. My records show repeated {$90.00} payments during the hardship period. The XX/XX/XXXX statement shows a {$90.00} payment dated XX/XX/XXXX. Later statements show {$90.00} payments dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The XX/XX/XXXX statement shows payment activity, including a {$90.00} payment on XX/XX/XXXX, a returned {$90.00} payment on XX/XX/XXXX, and another {$90.00} payment on XX/XX/XXXX. Separate payment confirmations show {$90.00} payments processed on XX/XX/XXXX and XX/XX/XXXX. The returned payment should be reviewed in context. The returned payment was connected to a bank account that was later closed due to fraudulent activity. I have verification from XXXX XXXX available upon request. I am not denying that Comenity referenced a returned payment. I am disputing whether Comenity fully and accurately explained how that returned payment was applied against my hardship-program status, especially given the later hardship extension and payment confirmations. On XX/XX/XXXX, Comenity sent a letter stating that my enrollment in the Hardship Program was extended for an additional 3 billing cycles. After that extension, I have a {$90.00} payment confirmation dated XX/XX/XXXX and another {$90.00} payment confirmation dated XX/XX/XXXX. However, Comenity sent a letter dated XX/XX/XXXX stating that the account had been removed from the special payment program because payment requirements were not met. This timeline appears inconsistent and needs a complete written explanation. Comenity extended the hardship program on XX/XX/XXXX, I received confirmation of a {$90.00} payment processed on XX/XX/XXXX, I received confirmation of another {$90.00} payment processed on XX/XX/XXXX, and then Comenity removed the account from the program by letter dated XX/XX/XXXX. Comenity should identify the exact payments it counted as missed, late, returned, or disqualifying, and explain how those payment events were reviewed before the account was removed from the hardship program. Comenity also sent two letters dated XX/XX/XXXX. One letter stated the account was suspended due to recent delinquency. Another letter stated the account was suspended due to a returned payment. I am requesting a clear written explanation of whether the suspension was based on delinquency, returned payment, or both, and which exact payment events were used to support the suspension and program removal. I also disputed the credit reporting. Comenity sent a letter dated XX/XX/XXXX stating that it investigated the credit reporting and found the information was reporting accurately. The letter also stated that updates were made unrelated to my dispute and that the credit reporting agencies were notified. I dispute whether Comenity/Bread Financial properly investigated the hardship timeline, payment history, returned-payment context, program removal, and credit reporting together. I also dispute whether the account was properly reported to each credit bureau as account in dispute or consumer disputes this account. Comenity sent a letter dated XX/XX/XXXX stating that it received my letter or letters with questions about the XXXX XXXX, but instead of answering those hardship-program questions in writing, it directed me to call the XXXX XXXX . Comenity also sent a letter dated XX/XX/XXXX responding to correspondence sent through the XXXX XXXX XXXX XXXXXXXX XXXX. In that letter, Comenity stated that it found no violation of law and that the account was removed from hardship due to consecutive missed payments. That response still did not fully explain the full timeline or address the disputed-tradeline issue. The XX/XX/XXXX letter can be verified upon request. Comenity/Bread Financial continues to contact me by phone. I am requesting a complete written response because this dispute involves hardship servicing, payment history, credit reporting, and dispute status, and I need a clear written record. Respectfully, XXXX XXXX

Company response to consumer: Closed with non-monetary relief