Consumer complaint received 2018-04-17
Company: Bread Financial Holdings, Inc.
State: MA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My complaint is against XXXX XXXX XXXX XXXX XXXX/XXXX. 

XXXX XXXX XXXX XXXX XXXXXXXX Credit Card - I have a balance which I have been paying monthly - no issues. 

XXXX  XXXX Credit Card - Offers me offer for zero % financing for all transfers - great! 

What happens : I pay off the balance of my XXXX XXXX credit card through my online account with XXXX   XXXX for the amount of {$460.00} on XX/XX/XXXX  ( sent to XXXX Account # XXXX ) This payment was made before my due date for my bill for my XXXX account. 

XX/XX/XXXX - I receive a statement from XXXX 's stating that I am past due on my account and now owe a late fee. How can this be since I paid off my balance in full in XX/XX/XXXX. This is where complete XXXX started and has not stopped since. 

I called XXXX 's immediately and spoke to several people there and explained my situation. XXXX XXXX   opened up a claim and asked if I could provide proof that payment was sent ( see attachments : " Fax sent to XXXX - Payoff of account transaction from XXXX  XXXX ( A ) '' and " Payoff of account transaction from XXXX  XXXX '' ) I printed out my statement from XXXX XXXX, which listed the money transfer, amount and date of transaction and provided it to them ( faxed it - as they said they can not receive email transactions ). They said once they receive the proof that most likely the claim will be closed and my account will be updated. 

XX/XX/XXXX - I receive another letter from XXXX XXXX stating that my claim has been closed because I did not send them proof of transaction they requested. I immediately get on the phone and called XXXX 's. I spend about 1 1/2 hours on the phone with them explaining to them the scenario all over again. They ask me to fax again. I say I already did that once and I don't trust that it will be received again. I finally was able to get them to let me send the attachment through their Secure Message Center. 

XXXX XXXX then states that I need to contact XXXX XXXX and get the trace # for the transaction to provide to them. I call XXXX XXXX, explain all the above and they provide me with trace # ( XXXX ) and they tell me that they can see it's waiting on XXXX XXXX end to accept the transaction. 

I call back XXXX XXXX and provide them with the trace number ( I have been dealing with XXXX XXXX who is a supervisor there ). I am now listing all of this information in the secure messaging system and sending it to them as well ( see attachment : " Secure Message Center messages between XXXX 's and XXXX XXXX ''. 

XXXX 's then proceeds to tell me that they are unable to process the trace and I need to contact XXXX XXXX again and tell them to pull back the transfer. I explain to XXXX XXXX that I've already spoken to XXXX XXXX and they are unable to pull back the transfer - XXXX XXXX has to accept it. 

I call XXXX XXXX again and tell them that XXXX XXXX is not going to help me - ask if there is anything they can do. They say they can only open up an investigation ( confirmation # XXXX ). I followed up with them a month later and they said they sent XXXX XXXX a letter showing that payment was made to them, and that they are not able to pull back the funds. 

XX/XX/XXXX - XX/XX/XXXX - Going back and forth with XXXX XXXX to try to resolve the issue stil.

End of XXXX  - I receive another letter from XXXX XXXX stating my account is past due, late charges, etc. I call back and talk to XXXX XXXX ( XXXX ) who I've been " working '' with for months. I explain everything again and XXXX states my claim was closed again because there was no activity and that I did not provide trace #. All lies. I provided the trace # via voicemail, secure email and through letter by XXXX XXXX. XXXX stated she would open up my claim again and she listed the trace number again. She said it should be taken care of within a week or two. 

XX/XX/XXXX - I receive another letter from XXXX XXXX stating my claim has been closed. 

I am now at my wits end. I have no idea what to do to resolve this issue. Neither credit card company wants to help me in any way. I haven't done anything wrong. I just wanted to pay off my account. No one will help me. I have since called XXXX XXXX about 100 times and have left several voice messages, none have been returned. I'm being called several times a day from their collections department. 

My credit score has been negatively impacted from this and that is my main concern. Please, can someone help me with this situation. The never ending stress that this is causing is too much. I've worked very hard over the past several years to get my credit score back up and now it is being brought back down for something that is out of my control. 

Thank you in advance for any help you can provide. 

XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief