Credit card or prepaid card -- Closing your account -- Complaint #5832866
Complaint Overview
Complaint ID: 5832866
Company: Bread Financial Holdings, INC.
Product: Credit card or prepaid card
Sub-Product: Store credit card
Issue: Closing your account
Sub-Issue: Company closed your account
State: Virginia
ZIP Code: 238XX
Date Received: 2022-08-01T12:00:00-05:00
Date Sent to Company: 2022-08-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In XXXX, my mother, who lives at the same address, sent a letter to Comenity Bank, indicating that she wanted to close her XXXXXXXX XXXX Card. Unfortunately, we have sold our home since that time and are in temporary housing and we can not locate a copy of the letter. However, Comenity Bank should have a copy of the letter in their files. I have made some attempts to order through the XXXX website which were unsuccessful. I kept getting a Token mismatch error, which I thought was a website problem. Finally, a XXXX representative told me to call the credit card company. It took me a couple of weeks to do so due to the fact that I was in the middle of selling my house and vacating the premises. When I inquired of Comenity, they told me that my card was shut down. At that point, I knew that they had mixed up my mom 's request to shut down her card, and had shut down my card instead. I asked them to reopen my card. Comenity says they can't do this. I will have to reapply for a new card. I will lose all my status with XXXX ( free shipping, points status, etc. ) A new card is not the same as my old card. This is not apples to apples. This is Comenity 's mistake. My mom 's letter contained her name and credit card number. There is NO reason why my card should have been shut down. I have been a 15 year customer for Comenity. Also, my Mom 's account, is still open and she wanted it closed down. ( Now, I wish that I had realized Comenity 's mistake earlier, but I had a good deal going on in my personal life with selling and buying a house and moving from XXXX state to another. Comenity seems to blame this on me, because I should have notified them earlier. I think that is very poor customer service. ) I did talk to a nice manager, XXXX, today, but she was unable to offer any guarantee that the issue would be resolved favorably. This needs to go to an executive to be resolved, so I am filing the CFPB complaint.
Frequently Asked Questions
What is Complaint #5832866 about?
Complaint #5832866 was filed against Bread Financial Holdings, INC. regarding Credit card or prepaid card specifically about Closing your account. It was received by the CFPB on 2022-08-01T12:00:00-05:00.
How did Bread Financial Holdings, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Bread Financial Holdings, INC.?
Yes, visit the Bread Financial Holdings, INC. company profile at readthecomplaint.com/company/bread-financial-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.