Consumer complaint received 2020-07-28
Company: Bread Financial Holdings, Inc.
State: OR
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
I started received numerous calls throughout the day from Comenity a few months ago regarding one of my daughters credit card accounts - either Victoria Secrets, or Forever 21. I had asked them to quit calling at one point. They didn't. I then tried emailing Comenity first on XX/XX/XXXX, then again on XX/XX/XXXX so there was a paper trail. I explained the situation, asked that they quit calling me from their numerous phone numbers and locations. All I had gotten back both times was a 'script '. 

Here is the first email I had sent : External Email Submitted on Friday, XX/XX/XXXX - XXXX Submitted by anonymous user : XXXX Submitted values are : First Name : XXXX Last Name : XXXX Email Address : XXXX Phone Number : XXXX City : XXXX XXXX : Oregon Zip Code : XXXX Inquire : Other Credit Card : Victoria Secret or Forever 21 Question : Not sure who to contact. I keep getting calls in regards to one of my daughters accounts, but when I try and answer, there is dead air, then they hang up. You have called ME 4 times today since XXXX PST. It is now XXXX PST. Stop Calling Me!!! You never respond when I answer, so you lost your chance at a contact. I get one more phone call from ANY of your call locations/trunk lines/etc., I will report you for harassment. 
Got it!? This helped in one regard though - I will never open an account that has you as the bank. This is completely uncalled for. 
Sincerely, XXXX XXXX - for XXXX XXXX XX/XX/XXXX @ XXXX PST Agreement : I have read and understand the privacy statement The results of this submission may be viewed at : XXXX XXXX XXXX This is their response : From : Comenity Service [ mailto : XXXX ] Sent : Saturday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX Subject : Re : Form submission from : Contact I am with Comenity and Comenity Capital Bank XXXX which handles everything related to your credit card account. 

We would like to promptly assist you with your credit card account inquiry. However, because we were not able to verify your identity or any credit card accounts with one of our Bank at the time of your request, we are asking that you re-submit your inquiry through our secure customer service channels if you have an account with Comenity or Comenity Capital Bank. If you are unsure if you have an account with one of our Banks, we ask that you contact us by phone at XXXX. 

If you have any questions, please click the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Here is the second email I had sent, and I never received a response : OK. 

As I said in the customer service email originally, I don't have an account. It's in regards to my daughters account for either Forever 21 or Victorias Secret. Her name is XXXX XXXX, again, as I had stated in the original email. 

Again, it has nothing to do with money, what she owes, or the cards themselves or the account. My complaint is with the excessive phone calls I get every day in regards to her accounts. It's not even my account, and I'm being harassed! I answer the calls, no one says anything, then its a dial tone because I'm hung up on. I am sick and tired of the hundreds of phone calls I get each week. I'm done. 

As I said, and you have already went beyond my request since my original email, so I will seek counsel from what ever organization will act on this. It was my/our legal right to ask you to cease and desist excessive harassment. I did that. You did not comply. 

I will not tolerate any more phone calls. Not one. I'm sure your calling my daughter just as much, and on her behalf, I will add her to my counsel request. 

Excessive harassment will not be tolerated. I've been through this with a bank I had issues with in the past, and I won. 

So, quick the talking around and not answering my questions with your pre-printed script because the customer service there seems to be lacking. 

XXXX XXXX XXXX XXXX XXXX ( 2nd communication ) As of today, XX/XX/XXXX, I still receive numerous phone calls a day from Comenity from different numbers and different citys/states. Their name and location comes up on my phone. I don't even bother answering anymore. No one listens, or complies. I have received 3 phone calls just this morning so far! One at XXXX from XXXX, one at XXXX from XXXX, one at XXXX from XXXX, and again at XXXX from XXXX. Seriously?? Excessive a little?? ( My Visa 's are not even that annoying when I happen to be late! ) They never leave a message, keep calling! Other phone numbers they have called from just since XX/XX/XXXX ( Its as far back at my phone holds on to 'recent ' phone calls ) : XXXX XXXX + numerous 'restricted ' or 'unknown ' or 'potential spam ' numbers that they had blocked the number after I XXXX ' buttoned them when they tried calling. ( 14 ) calls since XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief