Consumer complaint received 2025-12-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Bread Financial Holdings, Inc.
State: DE

Complaint narrative:
I am submitting this complaint regarding Comenity Banks failure to provide required adverse action documentation and its contradictory representations concerning a credit inquiry appearing on my consumer credit report. 
On XX/XX/XXXX at approximately XXXX AM, I contacted Comenity Bank at XXXX and spoke with a manager in the Existing Customers Department. I explained that I had applied for credit with Comenity Bank, was denied, and never received the adverse action ( denial ) letter required to be mailed following a credit denial. I informed her that I needed this denial letter for official purposes and requested any record or paperwork related to my application.

The manager advised me that she could not assist because her department only services existing accounts. She stated that matters involving applications are handled by the New Customers Department, and explicitly informed me that this department no longer exists. I asked her directly whether any department at Comenity Bank could provide me with : A copy of my adverse action/denial notice, or Any record or documentation showing that I applied for credit She clearly stated no, explaining that because the New Customers Department no longer exists, Comenity Bank is unable to provide any paperwork, records, or documentation related to my credit application.

Because I was told Comenity Bank could not produce any documentation showing that I applied for credit or was denied, I disputed the Comenity Bank credit inquiry with Equifax to verify its legitimacy. Equifax subsequently responded that Comenity Bank verified the inquiry.

This creates a serious and material contradiction. Comenity Bank can not simultaneously : State that it has no department, no records, and no ability to provide documentation related to my application or denial, and Successfully verify the same inquiry with a credit reporting agency.

If Comenity Bank verified the inquiry, it must have relied on specific documentation, data, or records to do so. Under the Fair Credit Reporting Act ( FCRA ), I am entitled to know what information was used to verify this inquiry. Additionally, under the Equal Credit Opportunity Act ( ECOA ), I am entitled to receive a timely adverse action notice following a credit denial.

To date, Comenity Bank has : Failed to provide the required adverse action notice Failed to produce any application or inquiry records upon request Provided contradictory statements regarding the existence of such records I am requesting that Comenity Bank be required to : Provide a copy of the adverse action/denial notice allegedly issued for this application Provide all documentation and information used to verify the inquiry with XXXX  Explain how the inquiry was verified if no department or records allegedly exist If Comenity Bank can not produce this documentation, the inquiry should be removed from my credit report.

Company response to consumer: Closed with explanation