Consumer complaint received 2026-06-02 00:00:00
Product: Credit card — Store credit 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: CA

Complaint narrative:
This complaint concerns Comenity Banks failed investigation and continued inaccurate credit reporting for a XXXX XXXX credit card account. Comenity previously responded to CFPB complaint Ref. No. XXXX. In that response, Comenity refused to remove the reported delinquencies and claimed it had verified the reporting as accurate. However, Comenity also admitted that it reviewed the relevant telephone calls and found that the account was not serviced to our standards. That admission is critical because the disputed delinquencies arose from Comenitys own payment processing and customer service failure. The records show that payment was attempted before the XX/XX/XXXX due date. The statements show a {$130.00} payment submitted on XX/XX/XXXX and a {$150.00} payment submitted on XX/XX/XXXX, both before the due date. Both payments were later reversed or adjusted because of the payment processing issue. Comenity then charged a late fee on XX/XX/XXXX. The consumer contacted XXXX XXXX/Comenity customer service about the payment problem before the issue became a long-term delinquency. Comenity has now admitted that it reviewed the calls and found that the account was not serviced properly, but it still refused to correct the credit reporting. That is not a reasonable investigation. The later statements confirm that Comenity reversed late fees and finance charges. In XX/XX/XXXX, Comenity reversed multiple finance charges and late fees, including {$30.00}, {$30.00}, and {$41.00} late fee refunds. A payment of {$150.00} was made on XX/XX/XXXX once the balance was corrected. By XX/XX/XXXX, Comenity had reduced the balance to XXXX These reversals show that Comenity corrected the financial consequences of its mishandling, but left the credit reporting damage in place. This complaint is not simply a disagreement with Comenity. The issue is that Comenitys investigation ignored the most important facts : payment was attempted before the due date, Comenitys payment process failed, customer service mishandled the issue, Comenity admitted the account was not serviced to its standards, Comenity reversed the related fees and finance charges, and yet Comenity continued reporting damaging 30/60/90 day delinquencies to XXXX XXXX XXXX Comenitys response is incomplete, misleading, and unreasonable. Providing billing statements is not enough. Comenity did not provide the call recordings, account notes, internal investigation details, or a meaningful explanation for how it can admit service failure and reverse the charges while continuing to punish the consumers credit. As a result of Comenitys handling of this matter, we have lost confidence in the company, closed or stopped using Comenity related accounts, and moved our business to financial institutions that provide more reliable service and accurate credit reporting. I request that CFPB require Comenity Bank to conduct a real reinvestigation, review the call records and account notes, remove the inaccurate 30/60/90 day late payment reporting from XXXX XXXX XXXX, confirm the correction in writing, and notify all consumer reporting agencies to which it furnished the disputed information.

Company response to consumer: Closed with explanation