Consumer complaint received 2025-01-16 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Bread Financial Holdings, Inc.
State: PA

Complaint narrative:
Summary XX/XX/XXXX I am submitting a complaint to the FTC, feeling that I have exhausted by options in trying to resolve this through my current process. I seem to not be able to connect with anyone at Comenity Capital BankXXXX XXXX XXXX has any knowledge, authority and decision making ability to get this situation resolved. 
I was a victim of identity fraud in the application for credit using my personal information that apparently is available from a number of data breaches that have occurred from vendors, services or organizations that have my personal information in storage. This information was used to apply for a credit card and subsequently the person used of the card to purchase goods and or services. I advised Comenity Capital BankXXXX XXXX XXXX XXXX and letter, the day I became aware of the situation, but to date they have been very limiting in information or assistance to get this resolved. In summary they continue to only say the situation is under investigation and when asked if I could make partial payment to protect from reporting of delinquent payment, it would be deemed acceptance of the billing. At XXXX  years of age, this has become a matter of anxiety and frustration, as the initial occurrence now approaches 100 days. 
Time line : A credit card apparently was opened using my identity information with a transaction made XX/XX/XXXX to purchase goods and or services. I became aware of it on XX/XX/XXXX when I received the first bill in the amount of {$1500.00}. I immediately called to contest and advise that I did not request the card, nor request goods or services charged to the card. 
On XX/XX/XXXX, I received a letter form Comenity Capital BankXXXX XXXX XXXX for identification due to suspected fraud. It was dated XX/XX/XXXX and shows recognition of irregular activity even before my first awareness. I responded in writing with the attached letter affirming that I did not apply for the card and did not request goods or services. I called to verify that the card is closed and reaffirm this was fraudulent activity. I spoke with XXXX and was told that the account is under investigation, and I would be updated. She affirmed that the card was closed. 
The bank letter shows affirmation and documentation that Comenity Capital BankXXXX XXXX XXXX XXXX that the activity was likely fraudulent, even before I had knowledge of the situaion. Why was there no direct contact with me, which appears to be an industry standard based on past dealing with similar matters with other cards? Any concerns are typically addressed by phone and electronically. The fact that I reported my concerns, and the letter should alone serve as affirmation that I did not request the card, nor initiate the purchase. 
XX/XX/XXXX I also filed a Fraud Alert with the Federal Trades Commission, Froze my credit with all XXXX bureaus and turn had XXXX fraud alerts added to each of the XXXX. Checking my credit report with XXXX, it showed that a new account was opened for a XXXXXXXX XXXX XXXX  but no hard inquiry was made, which would have triggered an alert to me from credit monitoring. Why wasnt a hard credit pull done? What efforts of due diligence were made to affirm my identity? I suspect the application was initiated to an IP address not in my region. Is due diligence being done to match ip address with location? I never received the goods at my address so they must have been shipped to another location. Didnt this trigger the need for direct contact with me? 
I called XX/XX/XXXX for a status update after receiving a XXXX bill. It showed overdue. Checking my credit report is also reflected overdue. I was under the impression that the bill would be held without negative impact during investigation. I checked my credit report and a late payment is showing. I ask for the overdue payment to be removed. This declined. While asked for details, I was given no explanation other than it remains under investigation. 
On XX/XX/XXXX, I spoke with the fraud detection unit asking for a status update. I was told that it remains under investigation. I inquired why the bill was reported to the Credit Bureau while under investigation and was only told that it remains under investigation. I asked and was told that trying to send partial payment to protect my credit report would acknowledge acceptance of the debt. 
On XX/XX/XXXX, I sent a registered letter asking for a formal update of the status, a copy of the information regarding the application, and what steps the company took to affirm my identity. As of this writing I have not been contacted by phone, email or writing. 
While I understand this is circumstantial, I would point out that my credit score and history is favorable prior to this, and I have the means to pay a purchase of this type directly. I have cards that would offer cash back and would discount the purchase if I wished to purchase a computer and would have used them, if I elected to purchase a computer. I would not have chosen a high interest credit card.

Company response to consumer: Closed with monetary relief