Consumer complaint received 2026-05-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: Bread Financial Holdings, Inc.
State: CA

Complaint narrative:
Issue : Denial of advertised {$100.00} sign-up promotional credit due to documented internal banking software/mailing errors and inadequate escalation resolution. I am filing a formal complaint against Comenity Capital Bank for breach of promotional terms regarding my XXXX XXXX XXXX credit card. The bank has refused to honor an advertised {$100.00} introductory spending credit, explicitly citing an automated 90-day system clock, while completely ignoring the fact that the bank 's own administrative errors physically prevented me from receiving or activating the card for nearly four months. The Operational Timeline & Errors : 1. My application was approved on XX/XX/XXXX. 2. Systemic Software Glitch : A Comenity representative previously confirmed to me that the bank experienced an internal software error that truncated my address and failed to print my complete unit number, causing multiple delivery failures. 3. Profile Cross-Contamination : Due to a backend data sync error with legacy XXXX records, the bank mistakenly mailed my physical credit card to a separate address in XXXX California belonging to my ex-wife following our relocation from XXXX. Because our past accounts were linked through XXXX, Comenity 's automated onboarding system incorrectly prioritized her new address over my primary residential address. 4. True Activation Date : Because the bank could not successfully mail the card to my actual residence, I did not physically receive it until late XXXX. My actual activation is explicitly date-stamped by my very first transaction : a {$1.00} charge for a XXXX luggage promotion on XX/XX/XXXX. 5. Compliance with Terms : Immediately upon gaining physical possession of the card in XXXX, I fulfilled the required {$1000.00} spending threshold within the standard promotional window. The Dispute & Failure to Resolve : I received a generic denial letter on XX/XX/XXXX, stating my account " doesn't qualify because of the rewards program 's parameters. '' On XX/XX/XXXX, I spent significant time escalating this issue through three distinct tiers of telephone support, ultimately speaking with a Tier 3 supervisor ( " XXXX '' ). Tier 3 openly acknowledged the delivery breakdown by offering an arbitrary, partial {$20.00} " goodwill '' credit for my aggravation. However, the bank refused to issue the remaining {$80.00} balance of the promotional credit I legally earned. Attempting to buy off a consumer with a partial credit proves the bank recognizes its operational fault but is actively refusing to fully honor its financial advertising. It is an unfair and deceptive practice to enforce an account-opening clock against a promotional benefit when the bank 's own software and shipping failures entirely barred the consumer from accessing the line of credit for the first 120 days. Desired Resolution : I require Comenity Capital Bank to bypass their automated system constraints, review the documented mailing failures, and issue the remaining {$80.00} statement credit to fulfill the full {$100.00} promotional reward.

Company response to consumer: Closed with monetary relief