Consumer complaint received 2018-10-22
Company: Bread Financial Holdings, Inc.
State: RI
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
The account opened in XX/XX/XXXX with a 2 year no interest term. Its the third time I have used this rolling credit but in XX/XX/XXXX I was advised the company was ceasing business with XXXX and all open accounts would need to be closed instead of left revolving. I paid the account in full in XX/XX/XXXX paying the remaining balance on my statement. As there was no finance charge I did not expect more charges. The statement which I had delivered to my bank bill pay stopped coming after that as well, as expected since I owed nothing else. I then got a statement in late XX/XX/XXXX or early XX/XX/XXXX, while preparing for medical leave for XXXX. The balance was {$47.00} and I called and a woman indicated she was unsure why I got the bill and would have it investigated and Id be called back or get a revised statement. A few weeks later a new bill for over {$100.00} arrived. I also got a voice mail so I called back and was told my balance was over {$2000.00}. The call lasted for close to an hour but the rep and his manager confirmed it appeared that for no reason they could figure I had been charged for all the back finance charges but they could see I paid my balance in full. I was told the appropriate department to credit and fix was no longer in and they would elevate to get it corrected. Several weeks went but and I had not heard so I called back. The rep offered to escalate to her manager when he came on the line he was extremely abusive and harassing that I would either stay on the call while he listened to the earlier call or my dispute would be closed. I hung up after about 10-12 minutes of abuse and called back to get his info as he refused to give his name. The woman was helpful and asked to please get me a manager. That manager indicated that Id never been put through to a manager and he suspected the rep may have just had another rep come to her desk. I was again assured an issue would be elevated. That manager then indicated he could clearly see if paid off my balance ahead of time and promised to get the issue resolved. A few more weeks went by and I got a harassing message that as I had clearly refused to pay my bill or provide an attorney call I would be facing some legal issues. I called back and as she was out of the office by then I got a new rep. I explained my issues and she said she would elevate. Amazingly the following day her manager called me back! The story changed to now say I had  somehow I failed to pay a late charge that hit my account on that last month in XX/XX/XXXX/XX/XX/XXXX and that because that {$37.00} was on the account when it closed I was charged for the full back finance charges and no dispute had been filed to date. I was transferred to a person to put in the dispute who told me it was the end of her shift so she would put the dispute in and Id hear back in a few weeks. She kept saying that I would probably be expected to pay something and I indicated I was not paying anything as I didnt owe it. She said well at least the old late fee, which I indicated I wanted back copies of bills since I had none from them over those last few months including to my bill pay which started back up when they decided to bill me sudddnly for XXXX. I do not currently believe them but I received a statement again for the full amount and today received a letter that in an effort to promote customer service they credited back all but just over {$800.00} and closed my dispute. There is no explanation to how they came up with this amount. I can never get anyone other than front line or alleged managers on the phone. I have not gotten any copies of old statements they claim I should have received ( no bills came in the mail in all that time either ). I called again tonight and was escalated to an alleged account  supervisor named XXXX who refused to speak to me until I verified all my info again although she did confirm that XXXX had warm transferred me. I had verified on the automated system and with XXXX. Every time I tried to speak she would say Id love to help but you have to verify with me. I need to know who I am speaking with. I gave her my name and she said she only heard my first name and needed my last name again. That was the final straw.

Company response to consumer: Closed with explanation