Consumer complaint received 2022-10-31
Company: Bread Financial Holdings, Inc.
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
LETTER TO CREDIT CARD COMPANY Customer Service Comenity Bank XXXX XXXX XXXX XXXX OH XXXX XX/XX/2022 Customer Service Comenity Bank XXXX XXXX XXXX XXXX OH XXXX RE XXXX XXXX  Account Number XXXX  Dear Sir/Madam : I opened an account with XXXX  sometime a couple of months ago. I do not speak much XXXX. My native language is XXXX. My husband is assisting me with writing this letter. 

I have received two statements in the mail. On statement dated XX/XX/2022 shows a balance of {$88.00}. There is a carryover balance of {$56.00} but I am not able to locate the previous months statement. The next monthly statement dated XX/XX/2022 shows a balance due of {$130.00}. 

We called your customer service phone numbers multiple times this past week. During all calls, the voice message stated there was a high call volume and please use the internet to access your account. I tried register and access the account on the internet at the log in page but the account is not found. 

When I called the customer service number either there was no person we could speak with and only automated service was available, or the phone tree ended and the line was cut off. My husband and I spoke with a couple of more representatives at customer service and no one was able to locate the account. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Minutes XXXX XXXX XXXX XXXX XXXX XXXX XXXX Seconds XXXX XXXX XXXX XXXX XXXX XXXX XXXX Minutes XXXX XXXX XXXX XXXX XXXX XXXX XXXX Minutes We called on XX/XX/2022 and spoke with a representative who eventually escalated our issue to a manager. The name of the manager is XXXXXXXX XXXX XXXX XXXXXXXX. We asked XXXX to locate the account and give us the status and to help us access the account online. XXXX was unable to locate the account. XXXX were told there is a computer error message but never explained what that message was and there is nothing more we could learn about my account. What a dismal failure of customer service! 

Since the account does not exist in your system then where are these statements being printed and mailed from? Since we are not able to access the online information we are not able to review any of the charges in detail. Therefore we are unable to exercise any of our rights under Federal Law because we can not see the transactions and dates due to the account being non-existing. 

I dispute ALL charges on all statements since the opening of the account. I dispute ALL late fees on the account since the opening of the account. I dispute ALL interest charges on the account since the opening of the account. 

In good faith I sent a check in the amount of {$130.00} representing the balance due on the statement dated XX/XX/2022 to : COMENITY BANK-LOF MASTERCARD XXXX XXXX XXXX XXXX TX XXXX Im hoping the payment does not go to some fraudulent mailbox and I lose my money. The service experience was unsatisfactory and the fact your company can not locate my account is unbelievable.

Company response to consumer: Closed with monetary relief