Consumer complaint received 2025-07-26 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Bread Financial Holdings, Inc.
State: FL

Complaint narrative:
XXXX filing this complaint because Comenity Bank XXXX Dell Financial XXXX has failed to validate my account and continues to report false information to the credit bureaus, despite repeated requests and despite its own assurances. 

Background and hardship arrangements Following the hurricanes that impacted Florida, Comenity agreed to defer my creditcard payments. I contacted the bank each month during the hardship period and, as soon as I could, enrolled in a hardship program and resumed payments. During those calls, Comenitys representatives assured me that no late payments would be reported because of the agreed deferral.

Inaccurate reporting and unsuccessful attempts to resolve Despite these agreements, Comenity reported my account as delinquent. When I discovered this, I called Comenity three times : The first representative told me I had to dispute the late payments with the credit bureaus. I knew this was incorrect because Comenity is who falsified the information and supplying it to the credit bures but I did as requested.

.

The second representative refused to remove the false reporting ; when I asked to speak with a supervisor ( because calls are recorded and should reflect our deferral agreements ), the call was disconnected.

The third time, I was told to file through Comenitys online message center. I submitted a written request for validation of the debt. Under federal rules, if a consumer requests written verification within 30 days, the debt collector must stop collection efforts on the disputed amount until it responds.

Despite my written request, Comenity continued to show the derogatory information on my report. I send demands for payment and settlement. The message center repeatedly stated that it was investigating, but well over 30 days have passed since my original validation request, and I have received no verification or correction of the false credit reporting.

Violations and requested resolution This conduct appears to violate the Fair Credit Reporting Act and debtcollection rules. The FTC notes that the credit bureau must forward disputes to the furnisher, and the business must investigate and correct inaccurate information consumer.ftc.gov. Comenitys failure to validate the debt and its continued reporting of false latepayment entries conflict with these requirements. Also, once a consumer asks for validation, collection activity should halt until the collector has responded.

I request that the CFPB investigate Comenity Banks handling of my account, including : Its failure to provide debt validation within the XXXX period ; Its misreporting of my account as delinquent despite documented payment deferrals. 

Its continued refusal to correct inaccurate credit reporting. 

I ask that Comenity be required to produce validation of the debt, correct the false latepayment entries, and ensure that my credit reports accurately reflect the agreedupon deferment period and subsequent payments.

Company response to consumer: Closed with non-monetary relief