Consumer complaint received 2018-05-01
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
My name is XXXX XXXX and I would like to draw attention to the wrong that XXXX XXXX/Total Rewards Credit Card is doing to me as a consumer. I am in such disbelief that they are refusing to remove a 30-59 DAY late that is appearing on my credit reports after I called them, and even wrote to them at 3 different addresses by certified mail with return receipts requested, to let them know that we were victims of theft and we had not received statements and were not aware of any payments due. Between XXXX and now we continue to be victims of identity theft and mail theft after my wifes entire business briefcase and personal handbags were stolen from her car. Inside were statements and credit cards for over 20 accounts, including personal checking and business checking information. We have contacted every bank and credit card company to notify them of this and after we notified MY credit card as well they temporally closed my card and could absolutely care less! I had not received a statements until 2 cycles later and by the time I wrote a check out and contacted them they were unwilling to listen and unhelpful to me in every way. It is my legal right to request a investigation and be justified, especially with a POLICE REPORT, which was sent to them to 3 different mailing addresses, but they refuse to follow the law and correct the lates that were caused by fraud/identity theft. I am a human and I am a consumer and the worst possible thing has happened to my family and XXXX XXXX sent me a short, cold and sad response nearly 30 days from when they revived my letter denying to remove the lates without a single explanation. 

I am so terribly offended and saddened by this company and wish, before I pursue legal advice, to come to a resolution here. I have spent every waking moment researching what to do in situations like this and I came upon the Consumer Financial Protection Bureau and went to the consumer portable database and saw that so many other consumers are affected by careless investigations and bossy companies like XXXX who refuse to understand human situations or follow the laws of the FCRA, even with Police reports! I am appalled and I would love to see XXXXXXXX XXXX/Total Rewards held completely responsible for being so unprofessional in handling this matter. I even sent a letter to the office of the president and did not get a response back. My whole life revolves around my personal credit and they have tarnished my creditably! I have always had EXCELLENT credit. 

The worst of all of this is that my interest rates went up and I was denied a loan because of their derogatory mark which cost me over XXXX points in ONE DAY! I opened up to them whole heartedly and sent them a 3 page letter explaining EVERYTHING in absolute detail and even apologizing TO THEM for my wife being robbed and still they could care less. I am so upset I ever applied for this card, which I use daily for my business. I am a victim to a bully credit card company who only takes and doesnt give and all they sent me was a half a paragraph response saying that the are refusing my goodwill adjustmentTHAT IS A LIE! I never ever asked for a goodwill adjustment. I asked them to take note that my wife and I were compromised and our identity assumed by burglars and correct their worngs. They have been continually using our cards and have even attempted to open up new cards under our names. They were arrested in XXXX trying to cash our personal and business checks and they went as far as to come to our house periodically and steal our mail and our replacement credit cards and check books. 

How am I not being heard and understood here is beyond me! I have attached EVERY document which I had forwarded to XXXX here on the CFPB complaint and I have added their heartless letter to it and I have also included a copy of the 2 green returned receipts for my certified mail. Please review it and HELP ME PLEASE! 

Also, I noticed that it has been two months since my dispute letter and never ONCE did they notify the bureaus or my creditors that I was disputing these lates. This has costs me tens of thousands of dollars because other companies did not believe me and my wife to be victims of fraud. I can submit my credit report as well and you can see that I have excellent credit and only use this ONE card  which is why I called them.

Company response to consumer: Closed with non-monetary relief