Consumer complaint received 2018-03-29
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
I called XXXX XXXX clothing store customer service line on XX/XX/XXXX concerning my credit card with them through XXXX XXXX. I advised them that I requested a new card be issued to me approximately XX/XX/XXXX, but still hadn't received anything from them. She advised that they sent a new card out, but it was sent back to them because there were address issues. I confirmed my address, and she advised that I called in yesterday from a store requesting my address be changed to another address. I advised I hadn't called them since I initially reported my card lost/stolen, requesting a new card, but hadn't received it. She then sent me over to another team, which is the account services, I went through a series of questions, and answered all of the questions correctly, and they were going to issue me a new card. The call was disconnected. I then called back in explained my situation, and got a rude lady from account services, who wanted me said there were concerns on my account now, and I had to mail in a photocopy of my driver 's license, a front and back copy of my social security card, and a copy of a bill with my address. I explained to her that it wasn't necessary from the last person I spoke to in her department. She proceeded to talk over me, so I asked to speak to a supervisor. Some guy got on the phone asked for my information, I verified all of the information that he asked for, and he placed on a long hold. He came back, and asked me more questions about my address, and I gave him all of the same information I gave him, and the other the last two times in speaking with them. He said unfortunately in order for me to have my account reopened and a card reissued I would have to send in those items. I explained that's a security risk with me mailing in a copy of my social security card, and my driver 's license address isn't going to match, so how is that going to do anything? He could explain their security policy. So I requested that my account be closed at that time again, as I asked the lady before him to close my account. He advised that they could not close my account without having the requested documentation. At that time, I again asked who sends their Social Security Card through mail. I advised I answered a series of security questions that verifies my identity, so what is the problem. I asked if there was bank I could walk into to verify my identity, and he again stated no, and there isn't anything else he can do to help me without sending in those documents. He also stated during the call when I asked if it could be closed, he said after 30 days, it would be closed, and I could reapply. I said, that doesn't make any sense, and now you all are going to effect my credit because you all have poor security measures, by letting someone walk into a store and change my address, without my consent, and now the owner of the account is trying to update information, and I can't. There was no resolution, so I disconnected the line, and proceeded with this complaint.

Company response to consumer: Closed with explanation