Consumer complaint received 2018-08-17
Company: Bread Financial Holdings, Inc.
State: IN
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX ( approximately XXXX XXXX   EST ) I contacted XXXX- XXXX XXXX about account ending in XXXX ( opened in XX/XX/XXXX ). 

I was forwarded to representative XXXX XXXX. Immediately after she verified my name, I asked XXXX XXXX for her employee ID number for my own notes. She refused to give me her ID number by saying, I am not getting into this, I will just send you to a manager. I thought that she was reacting abruptly but I said that it would be fine to send me to a manager. XXXX XXXX then put me on hold after which XXXX, Senior Resolution Specialist ( ID number XXXX ), picked up the call and asked me to verify my information. I asked if she were a manager and she said no, but gave me her title and said that she could as much as a supervisor could. We began going through payment options, she asked if I could pay the current balance due, I offered to pay more if we could get to a reasonable amount. XXXX ultimately said that if I could make a payment of {$910.00} then XXXX could waive the rest. I said that it sounded like a settlement and I didnt want to do a settlement. She assured me that it was not a settlement and asked if I would like to pay the {$910.00} agreement. I said that I would like to make that payment once I see it in writing, XXXX then said that she could not provide the agreement in writing. I ask her to tell me where it says that she can not provide me the agreement in writing. XXXX ask if she could put me on hold so that she could find my answer to that question. After a while on hold she returned to say that she was still looking for an answer and asked if I she could place me on hold again. I agreed to hold. After being on hold for a little while, the called completely disconnected. After the abrupt handling from XXXX XXXX, I now felt XXXX may have purposely ended our call. 

I called back, spoke to XXXX ( ID XXXX ) and told her that I was working with XXXX and wanted to be reconnected with her. XXXX said that XXXX ( ID number XXXX ) was no longer available and may have just left for the day. Now, I really felt disappointment about how I was treated by XXXX XXXX and XXXX. It also made me apprehensive about how I would be treated going forward. XXXX said that she would help by looking at XXXX note. She saw that were arranging a payoff amount of {$910.00}, but said that it had to be a settlement. I said that XXXX said it was not a settlement and at this time I would like to speak to a supervisor to discuss things further. 

I was forwarded account supervisor XXXX ( ID number XXXX ). I told him about my experiences with both XXXX XXXX and XXXX. I told him about XXXX refusal to put our agreement in writing. He said that he would tell XXXX XXXX supervisor about how things were handled. He did not mention XXXX. XXXX then said that the only two options he could provide me were a settlement for half the cost or to waive the late fees up to about {$200.00}. By this point I was frustrated and dismayed. I said that I would need to think about what I would like to do next and ended the call. 

While thinking about what to do, I chose to file this complaint with the CFPB.

Company response to consumer: Closed with explanation