Consumer complaint received 2018-03-15
Company: Bread Financial Holdings, Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Hello, I would like to file a complaint against XXXX XXXX  for many reasons. Initially I took a chance on applying for a card with XXXX XXXX after many poor reviews on the quality of product that the bank offers. I was granted two cards, one with XXXX XXXX XXXX  and Another Card with XXXX XXXX  XXXX XXXX. My experience with XXXX XXXX XXXX XXXX was quite pleasant as I exemplified 100 % on time payment history but due to inactivity the account was closed. I then reached out and explained that the card wasn't being used as I was putting the money I had towards my other card with XXXX XXXX XXXX. I experienced a financial hardship due to my parent getting XXXX, and having to take in a XXXX sibling. I began to pay the minimum or less due to this financial hardship, and that's when XXXX XXXX  began to harass me. It was very saddening to me as prior to this financial hardship I was an on time payer of this account, and had a 100 % on time payment history with other cards given from their bank. I began to receive numerous XXXX and blocked calls from XXXX which led me to feel very scared and threatened. I reached out to XXXX XXXX, and was enrolled into the hardship program in XX/XX/2017. The customer service agent explained to me that my minimum payment would be lowered, in addition to interest. Another component of this program would be that after 3 on time payments before the statement date, I would receive full refund of all late payment fees charged to my account and my account would be bought current. Being that this account is due on the first of every month, and I have paid before the statement date of the XXXX of every month XXXX XXXX  continued to mark the account as late extending the lates to 120 days. I have also not received any refund in my amount of late fee 's which were about {$300.00}. I also reached out again to comenity bank via goodwill, and phone to receive possible updates on late fee removal and removal of late payments upon successful payment of the account as promised by the prior customer service representative who signed me up for the hardship program. I was hung up on by 5 representatives, and then directed twice to the same representative who spoke to me in a threatened manor stating that " XXXX XXXX is not going to lose their contracts with the credit bureaus '' by making good will adjustments. After speaking with other friends and family who I directed to open accounts with comenity bank, I was made aware that they didn't have this experience when asking for goodwill adjustment with XXXX XXXX  on 60,90 and 120 day payments. This made me very weary that XXXX XXXX is participating in consumer discrimination, as they weren't able to explain to me how they decided between which accounts to adjust vs others when I called and sent another letter pertaining to this matter. I began to do a little research on XXXX  and noticed many consumers receiving adjustments from XXXX, despite 5 representatives telling me that their company does not do adjustments. I recently made a payment of {$530.00} to the account, and upon this payment by credit limit was reduced {$500.00}. I have had many ups and downs with XXXX, including them recently closing my account despite making on time payments. My experience has been threatening, and I have felt that XXXX XXXX   has ignored my needs as a customer despite having a qualifying life event outside of my control.

Company response to consumer: Closed with explanation