Consumer complaint received 2017-12-22
Company: Bread Financial Holdings, Inc.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
X/XX/17 file a dispute with PayPal XXXX XXXXepartment on charge for product that was never received from the vendor. I was informed that no payment will be due while the dispute is being investigated. The dispute amount and account balance was {$98.00}. 
X/X/17 Paypal statement specified payment of amount in dispute {$98.00} not required X/X/17 PayPal statement balance of {$98.00} with a minimum payment amount of {$35.00}. I called and spoke to a representative to inquire about a status on the investigation and was told that it was still under investigation. The account will be undated as no payment is due on the dispute amount. 
XX/X/17 PayPal statement balance {$160.00} with a minimum payment amount of {$70.00}. I called and spoke to a representative who stated {$25.00} late fee and {$37.00} purchase amount to account on X/XX/17 was due. I advised the representative that Im not understanding why a late fee is being charged when the purchase was less than 30 days in being on the account. I was placed on hold and the representative came back and stated the late fee is associated with the {$98.00}. I asked how as I have not received any notification from PayPal on the outcome of the dispute. She stated that an email was sent to me at XXXX XXXX XXXX I checked my email while on the phone with the representative and advised that I have no record of any notification from PayPal. She indicated that she will send notice to the dispute department. In the meantime, I will waive the late fee since my account is in excellent standings. I thanked her and advised that payment for {$37.00} will be mailed. 
XX/X/17 PayPal statement balance for {$160.00} and again I called and spoke to a representative about the dispute, continued late fee and interest charges to my account where PayPal has still not provided me with any notification of there findings. The representative inidicated payment still has to be made while a charge is in dispute. I told the representative that was not what I was told when I filed the dispute and my XXXX statement confirmed that. The representative indicated there was nothing she could do. I informed her that I would be filing a complaint with the BBB. 
XX/XX/17 I filed a complaint and XXXX at PayPal responded on XX/XX/17 stating an email was sent to me on X/XX/17 that the merchant tracking showed delivery. XX/X/17 BBB closed the case. 
XX/XX/17 I pulled up BBB to check status and was unaware of a needed response from me on XXXX so I called PayPal and advised that I would be willing to pay the {$98.00} even though I did not receive any product from the merchant. I disagree in paying any fees and interest as PayPal failed to send me any notifications about the outcome of their investigation. The representative put me on hold and spoke to his supervisor and was told they can lower it to {$120.00}. I told the representative about poor business practice by PayPal to notify the consumer of their findings and the BBB complaint where  PayPal responded. The representative placed me on hold again and stated PayPal never responded to BBB. BBB closed the case due to lack of response from me. PayPal sent me correspondence by mail as they do not communicate by email. I advised the representative that was incorrect as that was the response PayPal gave me and the BBB. I informed the representative that I was willing to pay the {$98.00} even though I never received the product, but PayPal needs to take some accountability for failing to follow their own policies and procedures. You are telling me that PayPal do not communication via email which is not true. You mentioned PayPal did not respond to BBB when that is not true as I have a copy of the complaint that shows a response from PayPal inidicating they sent notice to me by email. All Im trying to do is settle the account and closed the account as I refuse to do business with a company that dont follow their own policy, conflicting information is being passed and PayPal need to take accountability for not notifying me about the dispute outcome. I am willing to pay for something that I did not recieve. The representative stated he cant do anything more and he understand my frustration, but his supervisor told him he has to collect {$120.00}. I advised the representative that he needs to document the account and have it escalated to the next level as Im willing to work out a common solution, but PayPal failed the consumer. He said you can fax in written information for review and I asked what was that going to do. You are saying PayPal did not respond to BBB and do not communicate via email and Im telling you that is not true. Theres confusion within the organization on company practices and PayPal did not follow their own policy in notifying the consumer. I am willing to pay the {$98.00} and youre saying no. At this point I am filing a complaint with FTC for poor business practice and negative reporting to credit bureau by PayPal when you failed to advise the consumer.

Company response to consumer: Closed with explanation