Consumer complaint received 2019-06-20
Company: Bread Financial Holdings, Inc.
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
On XX/XX/XXXX my wife and I went to a XXXX Vacation Resort ( XXXX XXXX, XXXX, Fl ). We had a 4 hour high pressured sales pitch and ended up signing up with XXXX points. We have a membership agreement that clearly states 0.00 % annual percentage rate. 
A couple of weeks later we received a bill from Comenity Capital Bank and discovered there was a 19.99 % interest rate on the account, I called Comenity Capital Bank that day ( XX/XX/XXXX ) and closed the account. I received a letter a few days later saying the account was closed. 
Once an investigation open and then closed, Comenity Capital Bank basically took the word of XXXX and told me the account stands open. 
I contacted XXXX on XX/XX/XXXX and was in contact with XXXX XXXX about everything going on. After giving her all the information, I asked her for a copy of everything on file pertaining to my account. She said it would take 7-10 business days, after 16 business days and a couple of un-answered emails she finally responded and said she isnt sure what happened to the original packet sent and that she would send out another one, which I received 5 days later. Upon looking thru every piece of paper, there was nothing stating 19.99 % on any of the paperwork. I emailed XXXX back and mentioned this and asked for her supervisors name ( which she never gave me ) Now 6 months later and after contacting the XXXX, XXXX XXXX from XXXX reached out to us wanting to hear our side. Our phone call with her was on XX/XX/XXXX. After explaining to her what happened and that we never signed anything that stated we had 19.99 % interest rate, she said she can email it to us. Well what she emailed was a PDF file of a 9 page blank form listing 19.99 %. The form was BLANK, no name, no signature. When we told her this, she sent another email of 1 page that had our signature. On that page there was nothing stating 19.99 %. 
Which brings me to the question, if there was 9 pages to this document why was only one page given to us when I signed it? We never knew the other 8 pages existed until XX/XX/XXXX when XXXX from XXXX emailed us the blank 9 page form. The man at XXXX that signed us up, knew we would not have signed anything with 19.99 % interest. Comenity Capitol Bank and XXXX withheld all credit card disclosure statements from us at the time of signing. Out right lied to out faces and fail to disclose a material fact, misrepresentation and/or fraud from Comenity and XXXX. 
When we were at XXXX XXXX XXXX XXXX filling out paperwork on XX/XX/XXXX we were never shown the whole 9 page document, upon asking XXXX on XX/XX/XXXX for all paperwork pertaining to my account, again we were not given but one of the pages, nothing with 19.99 %, We asked another XXXX person XXXX on XX/XX/XXXX and received all 9 pages but were blank, nothing with our name or signature. 
To me this is fraud. Fraud occurs when someone gains something of value, from a victim by knowingly making a misrepresentation of a matter of fact. Wrongful deception to a person or thing intended to deceive others. XXXX was not up front with us about the 9 page document by only showing us one page and not the whole thing. 
I ask that Comenity Capital Bank do the right thing for all parties included by closing this account with a {$0.00} balance. I have all the emails and documentation given to us. If there is anything further you need please do not hesitate to ask.

Company response to consumer: Closed with explanation