Consumer complaint received 2020-07-10
Company: Bread Financial Holdings, Inc.
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I pay my credit card charges within a day or XXXX of the charge being posted. I keep the balance at XXXX cent so a statement is generated, I was also signed up for auto pay to take care of the XXXX cent statement balance. The company changed the auto pay date to the XXXX of the month which is the same day as the statement end date. They also take the payment in full for any balance that is on the card as of the XXXX ... .regardless of the statement balance. So lets say the statement balance to be paid was XXXX cent. a charge is made on the XXXX. instead of taking the payment for the XXXX cent they are taking the payment for a statement that should have been generated on the XXXX. 
now comes the kicker ... they will not issue a statement for any statements that have a XXXX balance! they wont mail a statement. they wont post the info on the portal on the internet. what they have created is a situation that anyone signing up to pay their bill via auto pay will not receive a statement. This is so wrong. I have contacted them many times since last XXXX to get this corrected. I even asked to have my payment due date changed to the XXXX of the month to avoid the XXXX balance situation. I have been told many times that they do not generate statements if the balance is XXXX! I use the card every month and there are purchase and payment activities. I am entitled to a statement of the activity. I asked them to mail the statements. wheat they sent me was random pages of the 7 months of statements that are missing. many many messages have been sent to them via their portal and numerous phone calls were made .I have now stopped the auto pay feature in an attempt to have a statement generated with the XXXX cent balance. The company has no alert system in place like all my other cards. I have asked them about this .For example alerts when a bill is due or if a charge is made for an amount over a predetermined amount. I have all my other cards set up to alert me if a charge is made over XXXX. It is the best way to be notified if the card has been used by someone else which once again for all my cards this is the one that has been used fraudulently 2 times. that was a whole nother mess that took months to straighten out. I have had the card for 5 years and was clear that if they issued a new card the payment history was to transfer. it did not and they removed the whole account from the credit reporting bureaus. my score dropped. after contacting the cfpb it was straightened out after I lost money having to pay higher insurance rates because my score dropped. I have to keep the card because of a discount I receive from the insurance company, anyways I want all of my statements posted to the portal and hard copies of the statements mailed to me. I also want to be able to assign my payment date to the XXXX of each month. I want the company to set up alerts. I also want them to modify their portal. the format is deceiving. It shows the statement balance info. To locate the actual balance you need to go to the payments link. regardless of the statement balance the current activity balance should be on the main page of info. Thank you. All they need to do is things that are customer service not customer disservice, .I was told by customer service that many people have contacted them about the problems with not getting statements and their practice of taking over and above the statement balance amount. None of my other cards have the statement due date the same as the statement date.. without the written statement it is a problem to make sure my records are correct and it is impossible to dispute any issues should arise. i also have no statements for the accountant to get my taxes done, this is just so wrong on so many levels. Lastly they do not report the correct info to the credit reporting bureaus, they only report a XXXX balance. they are not reporting the amount charged or amount paid for the month. this is hurting my credit score, without the charges and payments shown it looks like I do not use the card which in turn does not show that I am a responsible credit card user. with so many months of XXXX balance there is always the risk that it will be picked up as a non used card and they will have the right to close the card!! They do not understand the seriousness of this and the other areas of my financial picture that are being negatively affected. Adding in the time that I have spent to try to correct this is probably close to 20 hours. plus all the time that I have to check the card each day for any unauthorized purchases because they do not have alerts set up. It is not rocket science,,, it is the programming of their portal and getting their mindset to being customer service .I can not believe that they are set up to penalize responsible paying customers this way. I did tell them several times that I would be fining a complaint with the CFPB.. They were non responsive

Company response to consumer: Closed with explanation