Consumer complaint received 2021-12-28
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit card or prepaid card
Sub-product: Gift card
Issue: Unexpected or other fees

Complaint:
I have had autopay set up with XXXX for months. I received either e-mail, text, or phone call notifications for ay minor changes/updates to my account such as : late payments, account changes, or confirmation of payment. I was sick all from XX/XX/XXXX- XX/XX/XXXX with XXXX. Towards the tail end of my recovery, I logged online to all of my accounts to confirm that my auto pay options were all in good standing. When I logged into my XXXX  account, I noticed the following charges : XX/XX/XXXX : {$1300.00} XX/XX/XXXX : {$1700.00} XX/XX/XXXX : {$1100.00} had been added to my original balance of {$3800.00} - I immediately called customer service. 
I explained my situation and informed them of my illness and that I was not aware that my promotional plan was ending. I requested the additional charges be removed and to pay my original balance of {$3800.00} in full. The representative and supervisor both informed me that there was nothing I could do about the charges other than dispute them using the secure message center. There was no mention of future fees or that I could continue to accrue interest while was writing to the dispute center. 

I wrote to the dispute center 3 times, the first being immediately after the call with customer service. They took day at a time to reply and responded with what seemed like a script or automated messages. The dispute/message center suggested I contact customer service so then I did. 

When I called customer service again on XX/XX/XXXX, I asked to be connected directly to a supervisor. I explained my situation once more since I had been charged a ADDITIONAL fees of : {$1100.00} and {$1900.00} on XX/XX/XXXX. Though she seemed friendly at first, she then laughed at me while I described my situation and continued by say that all the charges were valid and that the best she could do was transfer me to hardship. 
I then spoke to another representative trying to go through the charges and stating that I did not understand where all of these charges were coming and why I wasn't notified like I normally am through push e-mails or phone calls. She responded by saying " if it was me, I wouldn't have let this go so far as to have such a high balance. '' Which is when I began to recount my communications ( both spoken and written ). She said that regardless there is nothing she can do and that I could message the dispute center through the same secure message center. 

Regardless of the representative that I spoke with, not it did they lack an ounce of empathy and understanding but it seemed that they all had the same response. They absolved themselves of any responsibility sine there is a disclaimer at the bottom of the statements ( which I do not receive paper copies of and to which I have autopay set up- per their recommendation ). 

I have made repeated calls and written messages to try and resolve this fairly to only pay the original amount owed ( {$3800.00} ) - especially since I could have paid this amount in full, had I received notifications like I do for any late payments or payments receipts on my account. I also requested to pay the original amount in full so that the interest charges cease and they stated that I would still accrue 30 % interest on the remaining amount regardless. Therefore, I have been forced to enter a hardship program of 60 MONTHS just to be able to reduce the interest amount and so it does not damage my credit score. 

I am writing this not just for a fair settlement for myself but for future consumers, so that they may avoid this creditor at all costs. This creditor will hunt you down over a {$200.00} late payment; incessantly calling, constantly emailing, and sending text alerts. However, when it comes to a financial relief program that is coming to an end, they will not proactively reach out with any communication so that the consumer remains unaware and falls victim to their unethical practices. I have credit cards through many other small and large credit cards companies ; all of which are in good standing. I feel truly scammed by this company and would like to find a just solution.

Company response to consumer: Closed with explanation