Consumer complaint received 2017-11-09
Company: Bread Financial Holdings, Inc.
State: UT
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I have a Credit account with XXXX XXXX, and my monthly payment of XXXX $ is due on the XXXX of every month. I typically go online and make the payment but for some reason the online option was not available, I was informed via email that they changed bank but the only thing that would change is I would get a new account card in the mail, but I figured thats why there was a problem. I went into the store around XXXX on the XX/XX/XXXX and was informed they would only take cash and check now, no longer card. They gave me a number to call to pay over the phone and use my bank info ( ( XXXX ) XXXX ). I called the next morning on my lunch break at noon ( XX/XX/XXXX ) and proceeded with a 6 min call eventually being able to input a routing and account #. I did n't hear anything from the company. I checked my personal bank account on XX/XX/XXXX and to my surprise the company decided to pull from my saving and not my checking account and now there was an overdraft fee from my bank since I only have the money in my checking. I figured since the system did n't allow me to specify checking or savings they just pulled the wrong account so later that night ( XXXX ) I called the same number and spoke to a rep. who informed me that the account looked in good standing at that time and there were no problems. I informed the rep that the money would return and the funds were n't available in that account. his response being I " would be informed if there was a problem with the payment ''. after asking if this lapse in payment would affect me or give me any late fees and being told that it would n't i hung up and awaited a call or an email ... neither came. I checked my account again on XX/XX/XXXX and discovered another over draft fee. I was not informed that the payment returned and there was a resubmit in the works. I called the next morning ( XX/XX/XXXX ) at XXXX XXXX, and spoke to a manager, who informed me that they would n't help me take care of any fees and that it was my problem, even though I was told I would be notified. her only response was that i was notified via the postal service, which i did n't even receive until XX/XX/XXXX, well after the resubmit. Now I do n't have the money to pay my bill since I now have a -XXXX $ balance from overdraft fees from XXXX XXXX.I recall the company on XX/XX/XXXX at XXXX XXXX and am transferred to the XXXX XXXX payment help division. After a brief conversation with the rep, I am given no further info. Asking questions is met with such statements as " I do n't have an answer for you '', " I do n't know '', and " I do n't know why you think that ''. The rep told me i was now past due XXXX $ ( even though I have overpaid on this account multiple times by at least 40 $ ). Upon informing the rep that the company has been deceitful with me since day one giving me interest up to {$40.00} dollars a month even though I was told no APR for the first year, and that i do n't know why i am past due more than i owe monthly even though i was informed no late fees would be applied, I was once again met with the response " I do n't know what to tell you ''.

Company response to consumer: Closed with explanation