Consumer complaint received 2018-01-30
Company: Bread Financial Holdings, Inc.
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
sinceXX/XX/XXXX added things have come to light : Compliant against BOTH : and have file with correct states : XXXX credit card-XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ohio ZIP code XXXX And ( partnership ) XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, fl XXXX ( customer accts ) I intial asked both to : Resolution to XXXX credit card : 1. XXXX customer service and XXXX XXXX XXXX need to work together to fix my account. Bank has permission to show cus ser copy 's of billing statements, to review flex payments corrections. 
2. The order created on XX/XX/XXXXis NOT to be added to the final credit card bill. I am seeking to know what I owe on my bill, from start of acct through XX/XX/XXXX. ONLY. 

3. Please fully review and address credit card history from the start of the card throughXX/XX/XXXX. 
*First, Please remove of all postal charges to all items added on my account, as I have only ordered items with the Advertised return shipping labels. I have met all requested steps to comply with returning items as needed with the appropriate labels. 
4. Next, please review my XXXX history and XXXX posted amounts on all of my purchased items, to ensure that I was billed correctly with the appropriate price on the items/w taxes, that I currently have now. ***This step is not negotiable as my last billing statement alone had multiple billing payment errors on it. This would also be easy see and correct with computer software. 

5. Please view and address all over payments ... ..with the interest charges on my credit card account for each month and CREDIT my account back accordingly. 

Ideally, I would like to have one rep. contact from XXXX XXXX XXXX and one from XXXX customer service via an email. This would help if someone had questions or if I had questions for them. I will be reviewing my statements for errors as well but I will need to know that I can contact somebody, if I find additional errors, to ensure that they see the same thing that I'm seeing. 

I am very disappointed in XXXX customer service and XXXX XXXX XXXX with the handling of my account to date. I am stressed and frustrated and I want these basic issues addressed on my account ASAP. I just want to get account paid off and get XXXX and bank out of my life. 
Be very clear, I will not be sending another payment on card until I am 100 % sure of what I am paying for and what I am paying on. 
I am done with both XXXX customer service and XXXX  XXXX telling me to call one another in order to fix my problems and I'm tired of being ignored. 
***BOTH complanys have worked to create this mess and they both need to work together to fix errors. 


As of XX/XX/XXXX : Both companys REFUSE to fix my acct or talk with me, acct continues to spiral out of control with interest and both company are continuously harassing me thru : calling me, texting me and email me to pay my bill. 
The first major problem I had is XXXX XXXX XXXX and XXXX XXXX XXXX credit card XXXX XXXX XXXX  would not identify if they were the same agency or two separate agencies in this process. Neither agency would clearly identify what their role in the billing process was, so I found myself very confused throughout this process in trying to get my issues address. Neither agency took the dispute of my balance seriously. Both agencies has allowed my disputed balance from XX/XX/XXXX to " snowball '' into added interest and in XX/XX/XXXX have started massively harassing me to pay my bills : by text messages, emails and numerous automated calls to my phone. I find this harassive and stressful. 
I have contacted the Better Business Bureau in Florida and Ohio on both agencies and there was no response from the companies to resolve the issues on my acct. I have gone on to report issue to the Federal Trade Commission and to the Consumer Finance public Bureau for resolution. To date both companies REFUSE to help resolve my acct issues. 

**Consumers need to be aware of how their XXXX credit card is being mannipulated and fraudulently being handled. With what I have been finding out of over time, XXXX and bank, owes me money. 
1. I have been randomly charged postal fees for return items even though I have used the free return labels as instructed by XXXX. 
2. I have returned unwanted items back to XXXX in a very timely manner however those returns have been held until the next billing cycle. This has caused 26 % interest charges in items that i did have and that I found out, that the company held. I see this as fraudulent. 
3. I have been sending over- payments monthly to my credit card, to pay off items that I wanted to buy. What I found out however is that the items that were on XXXX XXXX XXXX, is locked in for those months, selected, with no exceptions. I see this is fraudulent. 
* '' * Consumers are not aware of this as this clearly does not give the consumer the sales or special prices on items that they purchased. * '' *Faliure to inform consumer ... ... 
4. I have also asked XXXX customer service where my extra money has been gone and they WILL NOT TELL ME where my over payments have gone, over the time of my account history. 3yrs I see this as fraudulent. 
5. neither agency appear to want to help me with my ongoing account concerns. Each agency tells me to call the other. 
6. I found out in this process that the bank in XX/XX/XXXX had a major lawsuit against them for mishandling of cinsumer accounts. I am finding myself currently in a similar situation from the issues that were going on in XX/XX/XXXX with this Bank. 
7. doing this process I have constantly been referred to call the front line clerks about my issues. Both companies REFUSED to provide me with a higher level of contact to address my higher-level of needs on my account. Both agencies line clerks were very LIMITED as to what they could do to help me. BOTH AGENCIES XXXX XXXX XXXX   ALSO VERIFIED THAT THEY WERE NOT AWARE OF DISPUTED BALANCE OR ANY OTHER NEED AS LISTED ON THE ACCOUNT THEY HAD ACCESS TO. I found this very unprofessional of both agencies to " dump '' this level of concerns on their line workers. 


8. it has become clear that I AM owed money and not the other way around but company s are doing everything possible to not acknowledge this. I DO NOT APPRECIATE ANYONE STEALING FROM ME. 

9. XXXX ADVERTISING PRACTICES AND POLICIES CLEARLY DON'T MATCH WHAT IS ACTUALLY HAPPENING WITH THE XXXX CREDIT CARD ACCOUNTS MANAGEMENT AND CONSUMERS ARE PAYING THE PRICE FOR THIS. 

8. it is very clear that I am the only one working to resolve my issues, while both companies sit back and let my account balance get out of control. I do not want my credit damaged because of their incompetence and I feel that consumers at this point need to be 100 % informed of what's going on. 
Consumers need to closely review their accounts overtime and contact the : The Federal Trade Commission and/or cfpb to what's going on with their accounts. 
Otherwise consumers will continue to be taken advantage of, overcharged for items that they're thinking they're getting sales prices on and will find out there is no reporting process with either company to address acct issues. 
Both companies clearly have no interest in addressing any account issues with the consumers that they serve. 
**What started out with a personal issue with the wrong balance of my account, has now spiraled into much bigger concerns to consumers in general and the issues do need to be addressed immediately. 
Send my Refund ASAP.

Company response to consumer: Closed with explanation