Consumer complaint received 2017-12-15
Company: Bread Financial Holdings, Inc.
State: NY
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
On XXXX/XXXX/XXXX I received a call at XXXX XXXX from a customer service rep in the Financial care Department XXXX XXXX bank. XXXX XXXX bank, XXXX XXXX XXXX, XXXX OH XXXX, works on behalf of XXXX XXXX XXXX XXXX XXXX XXXX. The call on XXXX was one of 4 calls that I have received throughout the year from XXXX XXXX financial care dept. They make these calls if you have missed a payment. Each call that was received came in as UNKNOWN on my caller ID, with a representative that refused to provide their name unless I confirmed my name, with a representative that refused to say where they are calling from, unless I confirmed my name, and with the need to be outright disrespectful, arrogant, and with a vocabulary filled with disdain. on XXXX/XXXX/XXXX, the call I received forced me to confirm my name to someone who refused to identify where they were calling from until after I confirmed my name. From there the representative proceeded straight into how I would like to make my payment and with which account. 
There was no '' I would like to discuss your account with you, if that 's okay? concerning a possible missed payment '' There was only what card will I used. Already sick and tired of these types of phone calls from XXXX, I proceeded to advise the representative that she was prohibited under NYS law to call me from a blocked number as a rep.from collections, and without proper identification. She proceeded to talk over me and to tell me how I do n't know about the banking industry.. ( little does she know ). Realizing that I was dealing with an imbecile I decided to hang up. I called back and asked to speak to a supervisor. Someone by the name of XXXX appeared on the line. And I say someone, because initially I thought I was speaking to a supervisor who in fact was not. As I was issuing my complaint she kept explaining her self, and reiterating what rights the bank had. And stated that I had told the previous rep not be contacted, and if I wanted to validate that. ( i never said that ) I advised her that if they can not speak to me on a professional level, and with respect they could not contact me. She proceeded to ask the question again. and I again i gave the same answer, again she asked and again I gave the same answer., again she asked, and again i gave the same answer ... She enjoyed the back and forth, and of course she got frustrated, and offered to file a complaint on my behalf. yet she had no complaint number to offer me when I asked her. she could offer me nothing. She only offered to put put her supervisor on the phone to assist me further. Her name? XXXX. Upon speaking with XXXX thats when I was able to confirm that in fact XXXX is not a supervisor but a lead.. ( I worked in customer service and I know what a lead is ). XXXX listened as I spoke, but only because I placed emphasis on my authority so I could speak. there seems to be a problem at XXXX  with listening before speaking. Her response was yup yup yup, AHA, okay yea, all remarks that for me are considered to be unprofessional. But, shes from the midwest so that way of speaking appears acceptable. After lodging my complaint with her she claimed that she would review my previous conversations and agrees that such behavior is not acceptable, and that it should not have happened. The funny thing is that it 's happened 4x in the past year which means that the behavior is accepted by XXXX  in Ohio as a valid practice. She stated that she would look into this further, and we ended the conversation based in her guarantee. The problem? I do n't foresee this being resolved by XXXX, I believe that the fact that I mentioned that I am familiar with the banking industry, and that I am very familiar with how customer service works, and that I am recording my conversation for my quality assurance, created a shift in the conversation. If XXXX 's phone calls were independently monitored for professional conduct neither one of those employees that verbally assaulted me, would have had a job left. To top it off each time i spoke with a representive they were belligerent the moment I mentioned the law to them, and would be quick to say how they would not my account on how I refuse to make payment or cooperate or in the last instance that I claimed not to call me.

Company response to consumer: Closed with explanation