Consumer complaint received 2026-06-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: Bread Financial Holdings, Inc.
State: NV

Complaint narrative:
I am filing this complaint regarding Comenity Banks handling of two credit card applications : a XXXX XXXX Credit Card and an XXXX Credit Card. The banks actions have been inconsistent, duplicative, and unreasonable, resulting in unnecessary delays despite my full compliance with all identity verification requirements. When I applied for the XXXX credit card, I was informed that additional verification was required and that I would receive a letter containing a reference number. I waited for the letter, received it, and promptly contacted Comenity Bank using the provided reference number. During that call, I successfully completed the identity verification process, including a one-time passcode ( OTP ) authentication. Following that verification, my application was approved. The following day, I completed the same process for the XXXX credit card application. During that interaction, I was instructed to submit supporting identity documents to Comenity Bank via email. I complied immediately and provided the requested documentation, including the front and back of my drivers license and a utility bill. Comenity Bank received these documents, reviewed them, verified my identity, and on XX/XX/year>, removed the hold on my application. I was informed that my XXXX credit card application had been approved and that the restrictions associated with both accounts had been lifted. However, on XX/XX/year>, when I contacted Comenity Bank to activate my newly approved cards, I was informed that I would be required to submit the exact same identity documents againthe same documents that had already been received, reviewed, authenticated, and approved only four days earlier. This demand is unreasonable and unacceptable. Comenity Bank can not simultaneously represent that my identity has been verified, remove account restrictions, approve my applications, and then, days later, require me to restart the same verification process without explanation. Such conduct reflects either a failure of internal controls or a breakdown in communication between departments, and consumers should not bear the burden of those deficiencies. I have already satisfied every verification requirement imposed by the bank. Comenity Bank confirmed the authenticity of my documents, completed its review, approved my applications, and lifted the holds on my accounts. Requiring me to repeat this process merely days later serves no legitimate purpose and creates an unnecessary obstacle to accessing accounts that have already been approved. I am requesting that Comenity Bank immediately remove any remaining holds or restrictions associated with my XXXX and XXXX credit card accounts, honor the approvals previously granted, and provide a written explanation for why duplicate documentation is being requested after identity verification was completed and approved. Additionally, I request that a representative with authority to resolve this matter contact me directly to discuss the banks actions and ensure that no further unnecessary verification requests are imposed. Consumers who comply fully with identity verification requirements should not be subjected to repetitive and contradictory demands after approval has already been granted. I expect Comenity Bank to correct this matter promptly.

Company response to consumer: Closed with non-monetary relief