Consumer complaint received 2019-01-22
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
I recently became XXXX. I am awaiting my short and/or long term XXXX. I contacted XXXX XXXX ( " XXXX '' ) about their hardship program so I could still make payments and so they would made privy to the situation. 

On or about the week of XX/XX/2018, I contacted XXXX. While on the phone, the representative stated they had enrolled me into the " hardship '' program which would " lower my payments and interest rate for twelve ( 12 ) months. '' I was informed I would not be able to start the program until I made a specific amount to each account and took care of the past due. 

At that time the monthly payment terms I was given were the following for each one of  my accounts. 
XXXX XXXX - {$25.00} XXXX - {$25.00} XXXX - {$25.00} XXXX - {$20.00} XXXX XXXX - {$25.00} XXXX XXXX - {$15.00} At that time I informed them I could make the first of 6 monthly payments to XXXX XXXX and XXXX the following week. Followed up by XXXX and XXXX XXXX the week of the XXXX, and XXXX and XXXX XXXX the week of the XXXX. I informed them I would remain in that order weekly and it would come directly from my bank as an ACH. The representative stated that was sufficient. 

I never received anything in writing as I asked stating this was the agreement. 

I made the first set of payments, XXXX XXXX and XXXX as promised as an ACH and in the amount given. I made the second set of payments ( XXXX and XXXX XXXX ) as an ACH on XX/XX/XXXX, as promised. 

On XX/XX/XXXX, I was called by XXXX  to inform me I was past due on my XXXX account. I stated to them that I had signed up for the hardship program. At that time I was informed I was never signed up ; despite being told I was and making payments for the amounts given. As well, on the dates and method given. 

Furthermore, I was given different amounts that I had to pay in order to sign up for the hardship program. The following amounts are the subsequent payment terms I was given. 

XXXX XXXX {$30.00} XXXX {$40.00} XXXX - {$40.00} XXXX - {$40.00} XXXX XXXX - {$40.00} XXXX XXXX - {$20.00} These amounts are different than that original amounts, and the amounts paid as promised. At that time I was informed I could not set up via ACH from my bank to the accounts. I had to make direct payments and the 1st three payments must be scheduled in advance. This was converse the original terms I was given. 

I started giving the representative my payment dates I could start making payments in the new terms when I was told that I must make them all by the XX/XX/XXXX. Again, this is converse what I was told the 1st time I spoke to a representative. As well the representative began getting frustrated with me because I wouldn't make all 6 payments at one time. I informed the representative that I was unable to do so because I have limited funds available and budget from week to week. The original payment schedule is one that was cohesive to my budgeting. 

I had to end the conversation when the representative began talking over me and interrupting me when I was attempting to explain to her that I am not able to return to work currently. As well, that I couldn't make all the payments at the time and this was converse the original agreement. 

At that time I asked for all correspondence to be in writing and they were not to contact me via telephone. This was to ensure there was no more inconsistencies.

Company response to consumer: Closed with non-monetary relief