Consumer complaint received 2022-02-10
Company: Bread Financial Holdings, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
RE : Account XXXX - payment protection/debt cancellation credit card add-on. I have payed for this add-on through my credit card company ( Comenity Bank XXXX XXXX in case of unemployment, XXXX, etc. Unfortunately I had to submit a claim to Account XXXX since my job laid-off a group of people from my company. I contacted Account XXXX on XX/XX/XXXX, since you can only submit a benefit request XXXX days after the loss date. On XX/XX/XXXX, Account XXXX stated that they were going to mail some paperwork within XXXX business days so I could get started on my claim. They suggested I sign up for an account online to keep track of my benefit request. I created an account and submitted XXXX of the forms they request, which is a " Former Employer Statement Letter. '' I also submitted my letter from the state unemployment office, stating that I was approved to receive unemployment from the state. On XX/XX/XXXX : XXXX. I still have not received any paperwork through the mail XXXX. I logged into the account to see if there was an update and they said that I needed to submit another unemployment form from my state, showing that they paid me unemployment benefits. XXXX. I submitted the necessary paperwork from the unemployment office. On XX/XX/XXXX : XXXX. I resubmitted the paperwork with added information ( benefit number ). It states on their website that they will take XXXX business days to review. On XX/XX/XXXX : XXXX. I tried logging into my account to review any updates that they might have sent, and the site is not loading. XXXX. I tried calling their customer service to let them know that their site was down, but their phones were down. I called every day since, and they said their call center was down due to technical difficulties and that they weren't able to take any calls. XXXX. I have tried loading the site every day since, and still to this date ( XX/XX/XXXX ), the site is still not loading, and now it's not appearing on a XXXX XXXX. The site has been taken down and I can not access it. On XX/XX/XXXX : XXXX. I call Comenity Bank to report that Account XXXX, the add-on that they allow their customers to use, is not picking up their phone and/or their site is not loading. Their customer service rep was having issues connecting on the phone with Account XXXX. I told them I wanted to cancel Account XXXX XXXX  monthly recurring charge from my bill. The rep said that they could note that I want to cancel the service but that I need to call Account XXXX to cancel the service through them as well. XXXX. That call with the Comenity Bank rep was disconnected, so I called again and was able to speak to another customer service rep. This time, that rep was able to do a conference call and was able to connect with Account XXXX XXXX. I noticed right away that the phone menu for Account Assure had changed, and instead of giving options to speak to the correct customer service rep ( i.e., start a benefit claim, check on a benefit claim, etc. ), it just says " All of our agents are currently busy, please hold for the next customer service representative. '' XXXX. I waited XXXX minutes for someone to pick up the phone. The Account XXXX customer service rep stated that he only submits new benefit claims, and that he's unable to give me information on my account. I informed him that their site is not loading and that I have been trying to contact them through the phone and online since XX/XX/XXXX. He told me that it's the wrong department and that I should call XXXX. I informed him that it was the number that I was calling. XXXX. I asked to speak to a supervisor. I was connected with a Team Leader, who informed me that they'll submit my inquiry to their Response Team and that they'll get back to me within XXXX business days. I told him that I do not want to wait any longer, that someone should contact me today. On XX/XX/XXXX : XXXX. I called Account XXXX, this time only waited about XXXX minutes. The phone menu was still the same as the previous day. The Account XXXX customer service rep informed me that he only submits new claims. I asked if they could transfer me to the customer service reps that help customers that have already submitted a claim, and he said that they don't have anyone, that they can submit a request to their Response Team and they'll contact me within XXXX business days. XXXX. Their website is still down and you can not find them doing a XXXX Search. It seems to me that this business is doing some shady things and trying to hide it. I should be able to access my account online and I should also be able to speak to the correct customer service rep. I'm still getting charged monthly for their services through Comenity Bank. I have been paying for this service since XXXX and should be able to get approved for a claim quickly, since unfortunately I lost my employment in XX/XX/XXXX. On the technical side of things, I have tried loading their website using private windows/incognito on both my computer and phone. I have also cleared my cache/cookies on both as well. The Account XXXX website has not loaded.

Company response to consumer: Closed with monetary relief