Consumer complaint received 2018-08-20
Company: Bread Financial Holdings, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
COMPLAINT # 1 DATE XX/XX/XXXX ACCOUNT : PRIMARY CARDHOLDER : XXXX XXXX XXXX PHONE XXXX ADDRESS : XXXX XXXX XXXX XXXX TX XXXX OPENED XX/XX/XXXX WITH SISTER SECOND ON ACCOUNT TO UTILIZE XXXX BENEFITS PRIMARY LIVES IN TEXAS USES XXXX XXXX XXXX CREDIT CARD AT XXXX, THERE ARE NO XXXX IN TEXAS. 

SECONDARY CARD HOLDER IS PRIMARY USER. 

ACCOUNT SET UP FOR ALL BILLS, MAILINGS, MAILING ADDRESS AND E-MAILS GO TO SECOND CARDHOLDERS HOME ADDRESS AND PAYMENTS FROM HER OWN INDIVIDUAL ACCOUNT PRIMARY CARDHOLDER PUT ON THEIR RECORDS XXXX HAS PERMISSION TO DISCUSS ISSUES SITUATION ; XX/XX/XXXX XXXX FROZE ACCOUNT DUE TO PURCHASE OF {$780.00} BY PHONE BY SECOND CARDHOLDER PUT IN PENDING MODE DENIED PAYMENT SUBMITTED ELECTRONICALLY BY XXXX XXXX FOR VITAL MEDICAL TEST {$290.00} NOT PUT IN PENDING MODE DENIED PURCHASE OF GROCERIES AT XXXX XXXX XX/XX/XXXX. 

FRAUD CALLED SECONDARY CARD HOLDERS HOME PHONE, THEY WOULD NOT TALK TO HER DESPITE PRIOR AUTHORIZATION. 

SHE CALLED XXXX XXXX, THEY WOULD NOT TALK TO HER. 

SHE WENT ON LINE TO RESPOND TO AN ALERT, IT ASKED TO REQUEST A CODE, THE CODE WENT TO HER SECOND CELL LINE THAT PRIMARY CARDHOLDER USES AND DOESNT TEXT. 

PRIMARY CARDHOLDER NOT AVAILABLE UNTIL XXXX P.M. EASTERN TIMEFRAUD UNIT CLOSED SECONDCARD HOLDER DIDNT HAVE ANOTHER CREDIT CARD OR ENOUGH ON DEBIT CARD TO PAY THE {$290.00} AND THE TEST RESULTS HAD TO BE CANCELLED. 

SHE MAY END UP BEING RESPONSIBLE FOR THE COST OF THE TEST, TEST KIT AND XXXX COSTS THIS WAS A THIRD TEST TO DIAGNOSIS A SERIOUS MEDICAL PROBLEM AND CAN NOT BE REDONE FOR SHE HAS HAD TO BE PUT ON HEAVY DOSAGES OF XXXX AFTER SUBMITTING THAT TEST SAMPLE SHE IS RECEIVING MESSAGES THAT THE PROBLEM IS RESOLVED AND IT ISNT MONTHLY BILL IS PAID IN FULL EACH MONTH ON TIME AND CREDIT LIMIT HAS NEVER BEEN EXCEEDED OF OVER {$16000.00}. CURRENT BILLOF {$1500.00} NOT DUE UNTIL XX/XX/XXXX. 

SECOND COMPLAINT : XX/XX/XXXX PAYMENT REFUSED AT XXXX XXXX XXXX REPEATEDLY OF {$40.00} AND HAD TO RESORT TO PAY ON MY XXXX XXXX  XXXX CARD. 

CAUSED GREAT EMBARRASEMENT IN FRONT OF FRIENDS AND MANAGEMENT. 

FRAUD DIVISION SAID THEY HAVE NO RECORD, I CAN ATTAIN STATEMENTS THIRD COMPLAINT : DISBUTE FILED ON ABOUT XX/XX/XXXX. ABOUT XXXX, RCHASE OF A XXXX XXXX AT XXXX XXXX DISPUTE FORM SIGNED BY PRIMARY CARDHOLDER AS DIRECTED XX/XX/XXXX DATED CORRESPONDENCE FROM XXXX XXXX THEY RECEIVED THE DISBUTE. 
XX/XX/XXXX DATED CORRESPONDENCE RECEIVED THAT THEY COULD NOT DO CHANGES TO ACCOUNT FOR XXXX WAS NOT THE PRIMARY CARDHOLDER. 
THE LETTER WAS SENT WAS INACCURATE, IT WAS NOT FOR A CHANGE ON THE ACCOUNT, THEY WERE SAYING THE DISPUTE FORM WAS NOT SIGNED BY PRIMARY CARHOLDER. IT WAS!!!! 

AFTER SEVERAL CALLS BY BOTH PRIMARY AND SECOND CARDHOLDERS AND THEN JOINT CONFERENCE CALLS WE FINNALLY GOT IT THROUGH TO THEM THE FORM HAD BEEN SIGNED BY THE PRIMARY. 
XX/XX/XXXX AND XX/XX/XXXX : CORRESPONDENCE RECEIVED XXXX XXXX   RESEARCHING CLAIM XXXX XXXX CONVERSATION AS A RESULT WITH COMPLAINT # 1 WE WERE INFORMED THEY SENT A LETTER REQUESTING MORE INFORMATION ON XX/XX/XXXX. WE HAVE NOT RECEIVED SUCH CORRESPONDENCE 1. CORRECPONDENCES ARRIIVE IN UNUSUALLY DELAYED PERIOD OF THE DATE ON THE LETTER. 
2. FORM LETTER DATED XX/XX/XXXX DIDNT NOT ACCURATELY REFLECT WHAT THEY REALLY SAYING OR WANTED : A. IT STATED XXXX REQUESTED A CHANGE B. NOT THAT XXXX HAD NOT SIGNED THE DISPUTE FORM C. HE HAD SIGNED THE FORM THE INCOMPETENCY OF THE STAFF OF THIS COMPANY IS NON-OPERATIONAL, AND I BELIEVE COULD BE OUT OF COMPLIANCE OF STATE OR FEDERAL REGULATIONS. 

NO ONE IS EMPOWERED, NO COMMON SENSE PREVAILS THEY ARE NOT SAYING THEY ARE ON A RECORDED LINE WHEN YOU CALL IN. 
THEY THINK THEY ARE LISTENING BUT THEY ARE NOT HEARING. 
WORKING WITH THEM IS LIKE BANGING YOUR HEAD AGAINST A BRICK WALL, WHEN YOU STOP IT WONT HURT ANYMORE! 

WE ARE LEAVING THIS COMPANY AFTER THE RESOLVE OF THE DISPUTE OR GOING TO SMALL CLAIMS COURT. THIS CREDIT CARD IS FOR XXXX, WHICH I HAVE BEEN A CUSTOMER SINCE XXXX AND WE OPENED THE JOINT ACCOUNT IN XXXX FOR THE CREDIT CARD. 

I HAVE WORKED IN ALL LEVELS OF THE XXXX, XXXX AND XXXX XXXX AREAS MOST OF MY CAREER. I FIND THIS PERFORMANCE UNEXCEPTABLE. 

I DONT APPRECIATE THIS STRESS WHEN I AM SO SICK, XXXX AND A SENIOR FOR I MADE A LEGIGIMATE PURCHASE, PUTTING MY HEALTH AT RISK. 

I have attached order for medical test payment that was denied All copies of correspondences received about dispute filed no letter dated XX/XX/XXXX received to date

Company response to consumer: Closed with explanation