Consumer complaint received 2023-03-12
Company: Bread Financial Holdings, Inc.
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
First about a year or two ago my credit card was hacked and over {$3000.00} was spent on XXXX ads in XX/XX/2022 I was notified through a credit alert, which if I had not had the alert, I wouldve not known that my credit card information had been hijacked and I had a complete account takeover with the CommenityXXXX  and Commenity Victoria Secrets card when I called them, they stated that someone called in and had my name date of birth address, social - last four of my social and asked to get an urgent card and to change and that they had just moved so they were allowed to change all of my information and phone number address everything and what received a card without any verification. I filed a report with the FTC we put a security password on all of my accounts with community and I called all of my other credit cards and did the same thing I froze my credit reports. I put fraud alerts on them and then on XX/XX/XXXX. I received another alert from XXXX that my address had been once again changed due to the XXXX Commenity and VS Commenity credit card, I called XXXX Commenity credit card and spoke with the fraud department. They said that someone called in and changed my address and all of my information. I asked for a supervisor because I had a security password on the account. No one should gain access to this account, and upon talking to the supervisor, she admitted that unfortunately the representative failed to ask for the security password and allowed this person to change all of my information, locked me out of my online portal, receive a credit card to their address, which updated my credit file and caused all kinds of problems within my credit bureau files, caused numerous hours of research with more to go and Ive had to redo a identity theft with FTC When I was speaking with a supervisor, I asked her what more can I do? How can I trust that my information is safe they are allowing for me to be harassed hassled, and go through all of this for their failure to provide proper security on my account, and she said that there was nothing absolutely nothing more that they could do. That was the only secure steps that they had, and that she would talk to the person who Allowed the information to be changed. That is not good enough its not acceptable its not appropriate and it violates my privacy. It hurts my credit and it causes all kinds of problems with identity theft. I dont know if this person has all of my information or if this is just a random act. This card has been taken over or hacked at least 3 times now. I want to seek legal action and do whatever possible to protect myself. I cant cancel this card as I owe a balance and I need to research all charges at this point as I am not sure what is what anymore. In the word of identity theft, cyber hacking, etc we should be able to trust our banks to keep of safe - especially if we have extra safety protocols. This is unacceptable and disturbing and has caused me anxiety and stress and missed work. This is negligence and they willfully ignored the law and my rights.

Company response to consumer: Closed with non-monetary relief