Consumer complaint received 2022-05-02
Company: Bread Financial Holdings, Inc.
State: MI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I went into my local XXXX store and made some purchases. As I was cashing out, the sales associate asked if I wanted to open a XXXX XXXX credit card. I explained that I had one many years ago and I wasn't sure if I was still in the system. They asked for my driver 's license and had me enter my social security number and they indicated that they were re-opening my account. When I received the card in the mail, it had my husband 's name on the account. That was perplexing since my husband never had anything to do with my XXXX XXXX credit card in the past, nor at this point since he is dead. I called the credit card company to get this corrected and it was determined that they had MY SSN on the account but somehow my husband 's name was in the Comenity system. I explained the situation and they told me without speaking to my husband, they couldn't provide me with any information or make changes. I reminded them that he is dead. They then told me that I could mail them an official copy of his death certificate. His death was traumatic, painful and still fresh. I decided that I would plan to close the account after I did my returns, etc. I made my final transactions and called on XX/XX/XXXX ( pymt due XX/XX/XXXX ) to pay the total amount off and close the account. I paid the amount it prompted me with to pay it off in full. I explained the situation to the attendant and advised her that I wanted the account closed. Initially she told me they couldn't do that since I wasn't the card holder. After enough debate, since if my husband was alive, he wouldn't be able to provide my SSN- they really just had an unusual mess. She said it would be closed. I then received a bill for the next cycle showing that I owed an additional XXXX. When I called on XX/XX/XXXX, I made the payment to " pay in full '' and made a good faith effort to do that. I thought, due to the conversation I had with the person on XX/XX/XXXX that this was likely an error and would be cleared up as they closed the account, etc. The following month I received a bill for XXXX. I called on XX/XX/XXXX and learned through the automated system that the account was still open. After listening to all of the options on the automated system, I discovered I could close the account by selecting that particular option. Poof - done without speaking to a person or an issue due to the name being incorrect, etc. I then asked to speak to someone, I asked to speak to a supervisor. XXXX, a senior supervisor, took over my call. I explained the situation. I advised her that XXXX XXXX  was able to close my husband 's credit card by searching for his obituary online and confirming information with me. XXXX suggested I mail in my husband 's death certificate. I explained I will not be doing that - it's painful enough going through loss, then to have to deal with something like this that THEY created, and furthermore, I wanted the fees waived. She said she would pass that request along. She stated she completed a form indicating my husband had died and gave me Conf # XXXX. Comenity has seemingly decided to ignore my request, despite the upset they have created me AND I paid them in full, on time.

Company response to consumer: Closed with monetary relief