Consumer complaint received 2018-01-06
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Issue # 1 : I placed a call into XXXX XXXX Bank the 1st week of XXXX XXXX to update my address. At that time I was advised that the address was updated. However, I found out on XXXX/XXXX/XXXX that my address was never updated. 
Issue # 2 : At the end of XXXX around the XXXX or the beginning of XXXX I received a call from the bank stating that my account was delinquent for {$29.00}, I explained to them that I received a phone call from the company stating that my min payment has been waived for XXXX and XXXX due to being affected by Hurricane Irma. I also expressed my frustration in regards to getting over 3 calls a day from the company. At this time the representative apologized and showed empathy due to my situation. 
After, I spoke with someone from the company who called me about the past due status. I called in directly to XXXX Credit Card customer service and spoke with a lady in customer service about my account and all the calls that I had been receiving. She explained to me that the minimum payment on the account had been waived for two months and that she was waiving the {$38.00} late fee due to my unforeseen circumstances. In addition, she stated my credit limit was decreased from {$1000.00} to {$770.00} due to the late payment in XXXX. However, she was putting my credit limit back to {$1000.00}. After speaking with the representative I thought everything had been resolved since I saw the late fee of {$38.00} was credited back to the account and my credit limit was increased back to the {$1000.00}. 
Issue # 3 : In XXXX, I logged into my XXXX account and saw that there was no minimum payment due on the account so I figured I had nothing to worry about. In XXXX, while paying other bills I realized that I had not received a bill from XXXX. Therefore, I logged into the website on XXXX/XXXX/XXXX to see what was going on with my balance and if I had a payment due. At that time I saw my account was delinquent and minimum due was {$110.00} but did not quite understand why since my minimum payment had been waived for months. However, I was in the hospital and did not have time to go through everything. Therefore, I went ahead and paid {$100.00}. 
On XXXX XXXX, XXXX I received an alert from my credit report that XXXX was reporting my account delinquent for 60 days. I called XXXX because I knew that could not be right if my minimum payments were being waived due to Hurricane Irma. I placed multiple calls into your company between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX asking for the late fee from XXXX/XXXX/XXXX to be waived since I never received a bill in addition to having my credit report updated. I talked to multiple people and multiple supervisors that gave me the run around and different information. 
On XXXX XXXX, XXXX I spoke with a XXXX in customer service at XXXX. I explained all the issues I had with not receiving my statements due to wrong address, late fees, and credit reporting issue. XXXX first made sure that my address was updated correctly then requested all statements to be sent to me from XXXX until now. She stated I would receive them in 7-10 days and also walked me through how to get statements online as well. Next, XXXX advised me that she refunded the finance charge from the account. It would not allow her to waive the late fee because one has been waived in XXXX. However, she said she will submit the request to her supervisor to waive the late fee since I never received my bill so that will be taken care of. 
Next we discuss the negative reporting on my credit report. XXXX states your company system had an error. What she stated to me was for the month of XXXX, XXXX, and XXXX they were waiving my minimum payment due to Hurricane Irma. But for some odd reason another system still showed I had a minimum payment was due and even showed that way on the monthly statements which was incorrect. She stated it should have all showed the minimum payment is {$0.00} for all three months however that is not what happened. Therefore, what happened is due to it still showing a minimum payment for all those months and no payment was made it got reported to the credit bureau agency that I was delinquent which is incorrect. XXXX assured me she would escalate this and have everything corrected and have the credit report updated because it was incorrect. In addition, the {$19.00} that was still remaining that was due on XXXX/XXXX/XXXX she was going to push out to the next month because of everything that had happened. I explained to her that I had just paid the {$19.00} dollars online so pushing that {$19.00} was not necessary. 

XXXX also explained when your payment is waived it pushes out your min payment which is why my min payment went from around {$30.00} to XXXX since it was the three months the payment was waived and the current min payment that was due.

Issue # 4 : I called back in the next day to confirm late fee was waived since I did not see it online, confirm my address was updated, and credit reported was going to get updated. I was given the run around stating no late fee was waived and the credit report will not be updated. I was getting so frustrated because every time I called in I was told a different story and there was still no resolution. I decided to send a secure message through my online account about all my issues. 
I first received a message stating late fee can not be waived due to one waived in XXXX. Then I received another message stating it was waived. However, I received a message stating I had to send a written inquiry for assistance with having the negative late payments removed from my credit report. This is so sad because someone recognized the issue however never fixed the problem. You should never treat your customers this way.

Company response to consumer: Closed with non-monetary relief