Consumer complaint received 2022-03-17
Company: Bread Financial Holdings, Inc.
State: MD
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XX/XX/XXXX and XXXX, XXXX I bought two CD 's from the online bank " Comenity XXXX. '' I decided to close the 1-year at maturity, XX/XX/XXXX and close the 2-year at the same time even though I was to loose {$4.00} and some cents for early closure. I did so because their interest rates were below market rates elsewhere. The process for the 1-year went smoothly. I have received nothing from my 2-year CD despite claims that the money is no longer in my account and has been sent to my bank 's checking account. I have checked with my bank on several occasions and they have received nothing. Despite promises that a supervisor would get back to me, this never happened. Each time I emailed or called, I received a different response. Account numbers were mixed up depending on who you talked to. Time and again, I got the same message, " We'll get back to you in three to five business days. '' On one occasions, I spoke to XXXX, who seemed to understand my problem. I was wrong. Another time, " XXXX '' hung up on me ( XX/XX/XXXX ). Another strange thing is that there is a record in my account of the 1-year CD, but nothing relating to the existence of the 2-year. Thankfully, I have documentation. After reaching out to the SEC, they gave me your information and said to reach out. As a XXXX XXXX XXXX I am at my wits end. I need my money. Please help! 

This is the first response : Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. 

We have received your request for additional information regarding Cd XXXX. This CD was closed on XX/XX/XXXX. 

Please let me know if you have any additional questions or if I can be of any further assistance. 
XXXX XXXX PM This response shows confusion as this is the wrong one for early closure : Friday, XX/XX/XXXX XXXX joined this conversation XXXX - XXXX, MO Product Support Operations XXXX l Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. 

Your request to close Cd XXXX prior to maturity is currently in process. Please advise if the funds may be returned to original funding account xxxxx. 

Please let me know if you have any additional questions or if I can be of any further assistance. 
XXXX XXXX XXXX Another : XX/XX/XXXX Hello, Yes I requested that the account be closed and that the funds be transferred to xxxx or xxxx as indicated in your prior message. Please confirm which account the funds were transferred to. Thank you for your patience in this matter. 
XXXX PM Thank you for your message. One of our customer care representatives will respond to your inquiry within the next three to five business days. If you need more immediate assistance please call us at : XXXX. 
Auto reply - XXXX XXXX Another : XX/XX/XXXX XXXX joined this conversation XXXX - XXXX MO Product Support Operations XXXX Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. 

Your request to close Cd XXXX prior to maturity is currently in process. Please advise if the funds may be returned to original funding account xxxx. ( This is the 1-year that was closed at maturity! ) Please let me know if you have any additional questions or if I can be of any further assistance. 
XXXX XXXX PM Friday, XX/XX/XXXX XXXX joined this conversation XXXX - XXXX, MO Product Support Operations Specialist l Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. 

Your request to close Cd XXXX prior to maturity is currently in process. ( Wrong account again ). Please advise if the funds may be returned to original funding account xxxx. 

Please let me know if you have any additional questions or if I can be of any further assistance. 
XXXX XXXX XXXX  Wednesday, XX/XX/XXXX Hello, ( Me ) Yes I requested that the account be closed and that the funds be transferred to XXXX or XXXX as indicated in your prior message. Please confirm which account the funds were transferred to. Thank you for your patience in this matter. 
XXXX PM Thank you for your message. One of our customer care representatives will respond to your inquiry within the next three to five business days. If you need more immediate assistance please call us at : XXXX. 
Auto reply - XXXX XXXX  Thursday, XX/XX/XXXX XXXX joined this conversation XXXX XXXX XXXX XXXX, Kansas Consumer Deposit Specialist Dear XXXX, Your request to close your CD has been completed. The funds were returned to your linked external account xxxx. 

Please let me know if you have any additional questions or if I can be of any further assistance. 
XXXX XXXX XXXX  ( Me ) Thank you for the update. To date, these funds have not appeared in my account. The {$1500.00} deposit cleared on XXXX. The {$2000.00} deposit has yet to show. Hopefully this will process soon. 


Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. 

I reviewed your account and can confirm that your CD XXXX was closed on XX/XX/XXXX and the funds are being sent to your verified external account. It can take 3-5 business days for you to receive the funds in the external account. 

Please let me know if you have any additional questions or if I can be of any further assistance. 
XXXX XXXX XXXX  Will do. Thank you. 
XXXX XXXX  XXXX joined this conversation XXXX XXXX XXXX, Texas Consumer Deposit Specialist Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. 

Please let me know if you have any additional questions or if I can be of any further assistance. 
XXXX XXXX XXXX  Friday, XX/XX/XXXX XXXX joined this conversation XXXX - XXXX, Mo Product Support Operations Specialist Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. 

Upon review of your account and recent dispute we have noted the below. 

CD XXXX was closed out on XXXX. ( Prior response said XX/XX/XXXX ) The funds were sent back to the funding account ending in xxxx. We have had no returns. Item has been added to the dispute log. 

Please advise if/when funds have been deposited in the account ending in xxxx. 

We will watch for your response. 

Please let me know if you have any additional questions or if I can be of any further assistance. 
XXXX XXXX XXXX  ( Me ) Was this in the amount of $ 2,000+ or {$1500.00}. I believe you are mixing up the account numbers. # XXXX was closed and sent to account XXXX when it matured. Nothing else from you has been sent to my bank. I am looking for my $ 2,000+ dollars that Ive been told was sent to xxxx. Each message from you gives me a different answer. I am still awaiting a call from a superviser that I requested an hour ago. 
XXXX XXXX  XXXX joined this conversation XXXX - XXXX MO Customer service Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. 

Thank you for the correction to the account # you are requesting about. 

We apologize for the delay about the # XXXX request. ( Again, wrong account -- this has been closed and monies received! ) We are sending this dispute to the next level of support and you will hear back in the next 3 to 5 Business days on this secure thread. 

Please let me know if you have any additional questions or if I can be of any further assistance. ( edited ) XXXX XXXX XXXX  ( Me ) I have been dealing with this for over two weeks and there is always another 3 to 5 days. I am going to reach out to the Attorney General. 
XXXX XXXX  Monday, XX/XX/XXXX XXXX joined this conversation XXXX - XXXX Deposit Operations Specialist Dear XXXX, Thank you for contacting Comenity XXXX Customer Care. 

We are currently researching these transactions and will reach out to you once we have additional information. 

We do apologize for this inconvenience. 

Please let me know if you have any additional questions or if I can be of any further assistance. 
XXXX XXXX XXXX I have heard nothing since>

Company response to consumer: Closed with monetary relief