Consumer complaint received 2020-05-01
Company: Bread Financial Holdings, Inc.
State: DC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On or about XX/XX/XXXX, I sent {$100.00}, XXXX 's payment, Cashier 's Check, from XXXX XXXX XXXX XXXX, by XXXX XXXX, signature required to XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, TX, XXXX. Reportedly, " XXXX XXXX, should receive payment by XXXX XXXX, om XX/XX/XXXX. The last 4 credit card numbers and my name was included on cashier 's check. 

On XX/XX/XXXX, I contacted XXXX XXXX XXXX XXXX, advised '' Tracking # : XXXX, and Cashier 's Check # XXXX, was signed, accepted ( XXXX XXXX ) on or about XXXX, and deposited, by XXXX XXXX, on XX/XX/XXXX. Reportedly, " an investigation, would be completed ( approx. 90 days ). I will receive written notice of results ''. Thereafter, on XX/XX/XXXX, I contacted XXXX XXXX, ( XXXX ) XXXX, to confirm aforementioned.Reportedly, " XXXX advised. " the payment was not received, and initiated and investigation, Case # XXXX ''. 

On or about XX/XX/XXXX, I received a letter from ( Comenity Capital Bank, confirming investigation in progress and additional information is needed. On XX/XX/XXXX, I sent an email with copy of the cashier 's check XXXX XXXX Customer Care Dept. On XX/XX/XXXX, I contacted XXXX XXXX, who advised, Comenity Bank and XXXX XXXX, " do not share information, the email I sent was forwarded to XXXX XXXX. A Supervisor, XXXX, spoke with Comenity Bank Representative, " XXXX '' who reportedly forwarded information to XXXX XXXX ''. Case # : XXXX. I was advised to allow completion of investigation to obtain updated account information. Supervisor, XXXX further advised, " associate will clear all late fees and the minimum payment due will XX/XX/XXXX, will not be required ''. 

On or about XX/XX/XXXX, I forwarded second payment ( XXXX ) {$140.00}, XXXX XXXX Cashier 's Check, by USPS, Certified mail, signature required, with my name and last four numbers of credit card, also included " Last payment required to satisfy this account '', to XXXX XXXX XXXX XXXX XXXX, TX XXXX. 

On XX/XX/XXXX, I contacted XXXX XXXX, ( XXXX ) to obtain status update on pending investigation, Reportedly, advised, " Investigation was closed due to lack of information ''. A new investigation, must be initiated, because XXXX XXXX, did not receive requested information ''. Supervisor requested, XXXX, same name as first Supervisor, XXXX, different person, who advised, " she did not find copy of XXXX XXXX Cashier ; s check ''. I requested to speak to XXXX 's Supervisor. The call was transferred to Escalation Dept. ( XXXX  ), who also advised, " copy of Cashier 's  check was not forwarded from Comenity Bank ''. Reportedly, " the call dropped, I called back and spoke with XXXX, who reportedly sent two disputes. " XXXX payment and XXXX payments, INCIDENT REPORT # XXXX. 

Thereafter, I requested to speak with Supervisor. Call forwarded to Senior Acct Mgr. XXXX, located in ( Colorado ). " I explained aforementioned, sent an secured email on XXXX XXXX website and received confirmation receipt from XXXX, located in ( Colordo ). Reportedly, this matter should be resolved within 48 hours and I should receive response ''. As of this writing, I have not received resolution from XXXX XXXX  regarding the aforementioned payments.

Company response to consumer: Closed with explanation