Consumer complaint received 2018-01-08
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Issue # 1 : I placed a call into XXXX XXXX XXXX the 1st week of XX/XX/XXXX to update my address. At that time I was advised that the address was updated. However, I found out on XX/XX/XXXX that my address was never updated. 
Issue # 2 : At the end of XX/XX/XXXX or the beginning of XX/XX/XXXX I received a call from the bank stating that my account was delinquent for {$29.00} for my XXXX account. I then received another call stating that my XXXX XXXX account was also delinquent. I explained to them that I received a phone call from the company stating that my minimum payment has been waived for XX/XX/XXXX and XX/XX/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. I explained that I always pay the bill and it should be no reason why I am being harassed with all the calls from your company. At this time the representative apologized, showed empathy due to my situation, agreed to waive the late fee on the account, notate my account and make sure that I do not receive any additional calls. 
After, I spoke with someone from the company who called me about the past due status. I logged into my XXXX XXXX account and it showed there was {$0.00} minimum payment due so I was not understanding why I was receiving so many collection calls about a past due status because the website did not show that my account was past due. I logged in also the account back in XX/XX/XXXX since I noticed I did not get a bill and I saw that it still showed there was {$0.00} minimum payment due. However, I decided to make a payment anyways since I had the ability to since things had started to get back to normal since Hurricane Irma. 
Issue # 3 : In XX/XX/XXXX, while paying other bills I realized that I had not received a bill from XXXX XXXX. So I logged into the website on XX/XX/XXXX to see if I had a payment due if anything since my payments had been waived for the last 3 months. At that time I saw my account was delinquent and I was in the hospital so I had went ahead and paid {$30.00} on the account which is the amount of my monthly minimum payment. 
Issue # 4 : On XX/XX/XXXX, I noticed again I had not received a bill from XXXX XXXX. I logged into the website and looked over the details of the account. I saw I was charged a late fee in XX/XX/XXXX and that the late fee from XX/XX/XXXX was never waived. So I called to get late fee waived and see why I have not received any bills. The representative stated my old address was on file so they did update my current address from what she said. She also stated going forward I can just updated my address on the profile on the online account and it will get updated accordingly. I asked why I never got a bill and she stated I was signed up for electronic bills. I explained I never signed up for them and never received electronic bills either. She explained what email address they had on file. I explained that is correct but I have not received anything. She told me to check spam which I checked spam, junk, and trash from now all the way back to XX/XX/XXXX and I had not receive one bill from the company. I searched multiples ways and there was no type of bill from the company in my email. I asked her to change back to paper bills and to send me all my statements from XX/XX/XXXX until now. She stated she would. In addition, she agreed to waive the late fees. However, the call got disconnected. 
Issue # 5 On XX/XX/XXXX, I called back to verify that the late fees were credited since the phone call had dropped. The representative told me I did not qualify for another late fee removal in addition. I explained everything that had happened with my address, the bill, minimum, payment, and that I just spoke with someone. The representative told me there was no notes. So I asked to speak with supervisor. I once again had to explain everything over again. This supervisor advised he would have to send an email to the person I was speaking with and have the fees waived. Then stated would waive 1 fee as a courtesy but will do research on the other one. I was told at this time it would take 24-48 hours to credit the fee. 

Issue # 6 On XX/XX/XXXX, I called back since I did there was no credit to any late fee from XXXX and XXXX on the account. At this point, I was told a supervisor was looking into it and was going to give me a call back. However, I was getting very annoyed and frustrated that no one was doing what they said they would do. I have placed several calls to your XXXX XXXX Credit Card customer service from XX/XX/XXXX to XX/XX/XXXX and still not getting resolution. I asked to speak with a supervisor again. This time I had to explain everything over again to the supervisor and this supervisor understood my problem with the billing and the late fees. He agreed to waive a late fee. I asked which one was being waived and he stated the one from XX/XX/XXXX. Even though that is the one that should have already been waived. I told him I was upset that my XXXX and XXXX XXXX account had the same issue. However, XXXX account was resolved expect the negative credit reporting. Which he states a request was sent to get that corrected. This supervisor said he understood my frustration and that the first supervisor I spoke with about the fees will be calling me back. However, I never received any call from him as promised. 
At this point I have placed several calls to your company and asking for the late fees from XX/XX/XXXXXXXX and XX/XX/XXXX to be waived since I never received a bill. However, the company has did nothing but give me the run around. 
On XX/XX/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 XX/XX/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 XX/XX/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 XX/XX/XXXX, XX/XX/XXXX, and XX/XX/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 XX/XX/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. 
The sad thing is that both of my accounts had the exact same issue and should have been resolved accordingly without me having to place multiple calls but it was not. As a customer I should have never been treated this way but since I was. I will be paying off the balance and closing my cards. I will be closing my XXXX Credit Card and XXXX XXXX XXXX XXXX because a customer should never be treated this way. It seems as if Management attempted to help me while experiencing a hardship during a rough time in my life due to Hurricane Irma. But in reality it hurt more than helped me. Since everything was not properly implemented. 

** Statements will show the months the payment was waived online and according to customer service. However, It still showed a minimum payment was due on the statement.

Company response to consumer: Closed with monetary relief