Consumer complaint received 2023-02-25
Company: Bread Financial Holdings, Inc.
State: TN
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I got the XXXX credit card issued through Comenity Bank which is actually Bread Financial since they were bought out. However, the rebranding they claimed has never happened. But, they had an attractive rewards program with the card which was the ultimate decision maker for me. I have over {$75.00} worth of rewards that Ive never been able to use. They have never showed in my account and when they appear magically on a statement that their credit department sends after I threaten legal action, the rewards code never ever works. Either the system doesnt accept it or it says they have already been used. I was patient enough when I received the first letter over a year ago stating they were revamping their rewards system and would have the correct amounts applied very quickly Apparently this is something that has been going on for at least three years from other complaints Ive read about the exact same thing. When I talk to XXXX the say contact Comenity. Then Comenity says contact XXXX. Its absolutely ridiculous. I have never missed a payment but, I am sue those rewards per their own legal binding contract. I never ever know if their site will be working or not. So many times I have tried to go on there and it says the system is under maintenance or the web page is not valid. Their customer service or should I say kackbthereof is horrid. The people are so rude and clueless. I have gotten the same generic blanket responses when I ask specific questions. Now, I paid my account off and then they add a {$2.00} charge. Surely this isnt legal. My payments have always been made early. I contacted them in regards to this as well. Funny enough, they havent responded. Ive kept my legal obligation by paying my bill and they need to keep theirs. This isnt a new issue. People have complained all over the internet about the very sake things. Now, I did file a complaint with the XXXX  and Comenity gives a generic response of researching my claim and then contacting be once they have. This is going back to the first of XXXX.And, still I get no information at all. I understand that response is merely a tactic so the XXXX will close the case. Ive had to go back now to the XXXX  and am trying to find out exactly why a case would be closed when companies give XXXX detail. The XXXX should be accountable for their actions or lack there of. There is no sense in having to go over and over this again and again. Whats funny is that in my last rewards correspondence, they gage me amounts if rewards I had. I think they are intentionally defrauding consumers by giving them false information such as rewards dollars tgat cant be used. What they are doing is misleading people for their own gain. People spend money on the XXXX card for the rewards yet they never get them. Comenity just keeps all the profit which is fraud. This isnt acceptable nor tolerable. Im going to end up suing Comenity because of this.Rikes apparently dont apply to then. They would be calling my phone non stop if I were ever late on a payment. They need to be held accountable abd this has to stop. If you dont investigate this thoroughly like they are hoping no one will and have them answer truthfully, l, then it will just get worse and worse.

Company response to consumer: Closed with monetary relief