Consumer complaint received 2026-05-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: Bread Financial Holdings, Inc.
State: AZ

Complaint narrative:
To Whom It May Concern : I am submitting a formal complaint regarding my account with Comenity Capital Bank for the Lexus Pursuits Visa Credit Card, account ending in XXXX. I have had this account since XXXX and require access to my full statement history for tax and financial record purposes. However, I am currently only able to view XXXX statements ( XX/XX/XXXX and XX/XX/XXXX ) through my online dashboard. All earlier statements are inaccessible. Issues Experienced Restricted Online Access Despite being an active or recently active account holder, my dashboard only provides limited access to XXXX recent statements. There is no option available to retrieve prior statements from XXXX or earlier in XXXX. Unreasonable Barrier to Access Records After being transferred multiple times during a customer service call today on XX/XX/XXXX, I was ultimately told by a representative that the only way to obtain prior statements is to submit a written request by mail to : Comenity Capital Bank XXXX XXXX XXXX XXXX XXXX XXXX This requirement is outdated and places an unnecessary burden on consumers. In XXXX, requiring a mailed letterwith no alternative digital, secure, or phone-based solutionis unreasonable and not aligned with standard banking practices. Poor Customer Service Experience The representative I spoke with was dismissive and unhelpful. After multiple transfers, I was given no alternative solutions, no escalation path, and no effort was made to assist me beyond directing me to send a physical letter. Why This Matters I need access to my full account history for legitimate tax documentation purposes. Blocking access to statementswhile also limiting customer service supportcreates a significant hardship and prevents me from maintaining accurate financial records. Consumers should not be forced to rely on outdated methods when secure digital access or reasonable customer support alternatives should be readily available. Inconsistent and Contradictory Information from Customer Service During my initial call on XX/XX/XXXX, I was told by a representative that the only way to obtain my past statements was to submit a written request by mail to Comenity Capital Bank. No alternative options were offered, and no assistance was provided beyond that instruction. However, when I called back a second time the same day, I spoke with another representative XXXX XXXX XXXX, who provided completely different information. He stated that he was able to submit a request on my behalf and that my statements would be mailed to me within XXXX business days, without requiring me to send a written request. This directly contradicts what I was told during my first call. Why This Is a Concern This level of inconsistency is unacceptable and creates confusion, delays, and unnecessary frustration. As a consumer : I should not have to call multiple times to receive accurate information. I should not be given conflicting instructions depending on which representative I speak with. I should not be told that a burdensome process ( mailing a letter ) is my only option, when clearly it is not. This raises serious concerns about the training, accuracy, and reliability of customer service provided by Comenity Capital Bank. Requested Resolution I respectfully request that Comenity Capital Bank : Provide immediate access to all statements associated with my account from XXXX through XXXX. Offer a secure digital or email-based method for retrieving historical statements. Ensure that customer service representatives are equipped to assist with record requests without requiring mailed correspondence. Review and improve internal systems that limit statement access and create unnecessary barriers for customers. Additional Request I request that Comenity Capital Bank : Clarify and standardize their process for obtaining past statements Ensure all representatives provide consistent and accurate information Eliminate unnecessary barriers that delay access to personal financial records Provide digital copies of my statements from XX/XX/XXXX - XX/XX/XXXX For verification purposes, my account ends in XXXX, and the last XXXX digits of my Social Security number are XXXX. I appreciate your prompt attention to this matter and expect a timely resolution. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation