Consumer complaint received 2018-03-02
Company: Bread Financial Holdings, Inc.
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Dispute XXXX XXXX XXXX XXXX To whom it may concern, Ive opened a XXXX XXXX credit card in my name *******My account number isXXXX XXXX XXXX is partnered with XXXX XXXX. 

Since opening my credit card account on approximately XX/XX/XXXX with XXXX XXXX Ive used my store card to make multiple charges at their XXXX XXXX store and website. 

With my purchases per their agreement you earn XXXX store dollars for every XXXX XXXX and XXXX dollars spent. Over time I gained hundreds of valued reward dollars. These dollars earned are to be shipped to your address associated with the account in the card holders name. The mail is the only way to receive them. After you billing cycle they mail within acouple of weeks. As I am told. 

After some time I realized multiple reward dollars were not mailed. I have made multiple phone calls to address this issue along with the misspelled last name on my credit card. 

I have physically only received XXXX or XXXX reward dollar amounts via mail and I have called and confirmed with both XXXX XXXX and XXXX XXXX of my correct address on file. 

These reward dollars have expiration dates and if these are not used they expire. 

Since opening my account XXXX XXXX has verified via phone and XXXX on XX/XX/XXXX that {$160.00} rewards dollars have expired. 

Showing 4 rewards as expired : {$50.00} that expired XX/XX/XXXX, {$25.00} that expired XX/XX/XXXX, {$75.00} that expired XX/XX/XXXX, and {$15.00} that expired XX/XX/XXXX. XXXXotaling, {$160.00}, Since then and previously in XXXX they have refused to resend my rewards per my request to my address or validate the expired ones and or provide them in some other form of compensation. 

Essentially you can earn rewards dollars, but unless you make multiple phone calls periodically into XXXX XXXX XXXX by spending time on the phone going through their automated system so you may be able to speak with a human to provide you a rewards dollars code. More than half the time the people working on the phones for these companies are incompetent and provide invalid information. Which the companies hold no liability for this. 

This is like adding another layer of protection to prevent the use of the reward dollars earned through the credit card. 

My second issue on XXXX is making a purchase in store for {$460.00} on XXXXXXXX XXXX. 

XXXX XXXX had hired multiple seasonal employees to work. With lack of knowledge and training at the register I attempted to use what rewards dollars I had to lower my bill of {$460.00}. 

Incompetent and chaotic the store was the associate at the register couldnt figure out how to use my rewards dollars on my bill for XXXX. 

I wrote down the numbers associated with the rewards dollars on a piece of paper to be used in store that day. I wrote the numbers associated for my rewards dollars down by calling into XXXX XXXX and to ask why again werent my rewards werent sent to my house. 

I was advised by XXXX XXXX staff in store to call into XXXX XXXX customer service by phone and have these rewards reduce my bill at a later time. This was persuaded by in store staff because of how busy the store was. 

After calling into XXXX XXXX customer service I was advised they would never do that and the rewards must be used at the time of purchase. 

Since then I have been battling between XXXX XXXX and XXXX XXXX about my bill. I have become frustrated with the company and their replys of playing the blame game on each other. Example XXXX XXXXXXXX says its a XXXX XXXX   issue and XXXX XXXX says its a XXXX XXXX issue. 

I requested that my rewards be taken off my bill and close my credit card account after doing this. 

XXXX XXXX has since closed my credit card account and forfeited all rewards dollars and account perks without the reduction of the balance on the account. 

Both XXXX XXXX and XXXX XXXX have both said its not their fault and the blame is on the consumer.

Company response to consumer: Closed with monetary relief