Consumer complaint received 2022-08-22
Company: Bread Financial Holdings, Inc.
State: WI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
In XXXX I had called to close my XXXX XXXX XXXX account #. I had received it in the mail and decided that I had little to no use for it. I had called XXXX the phone number on the back of the XXXX XXXX XXXX 
I requested that the representative close the XXXX XXXX XXXX account number. I had also requested that she reflect on the account that I simply did not have a use for the card and that I had never used it. 
After we went through the details the associate had explained that I was still responsible for the balance of {$540.00}. that were incurred in XX/XX/2021. I explained to her that was impossible. I did not have the XXXX XXXX XXXX account at that time, I had just recently received the XXXX XXXX  in the mail. The associate told me I would need to speak with the fraud department. She then connected me to the fraud department. You were experiencing an unusually high call volume and I was on hold for a very long time and unfortunately, I can not remember if I had even completed the phone call. 
Some time had passed and after receiving emails from XXXX  with member discounts I had decided that maybe I would like the XXXX XXXX XXXX I then called to ask if I could get the XXXX XXXX XXXX reinstated. At that time the associate stated that the XXXX  account was not closed and she would send me a new card. 
During this time I have very frequently been trying to make purchases at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  has a very user unfriendly website ; it takes forever to load a page and continuously XXXX XXXX XXXX XXXXXXXX is updating sales and pricing. Many times I just had to give up shopping because of two very young, very active granddaughters that I watch. 
One day I was finally trying to complete a purchase with XXXX XXXX XXXX XXXX and I was trying to make the purchase using my Victoria 's Secret credit card. Unfortunately my card was declined. I then confirmed my credit balance and I called either XXXX XXXX XXXX XXXX or Victoria 's Secret to confirm Victoria 's Secret credit card was still accepted. 
Again, because of my granddaughters I was unable to complete another purchase. 
Finally just recently I was again trying to complete a XXXX XXXX XXXX XXXX purchase, I tried multiple times and my Victoria 's Secret card kept getting declined. I then called XXXX XXXX XXXX XXXX to place my order by phone. After placing a large order my Victoria 's Secret card was again declined. 
This was now extremely frustrating! I have confirmed XXXX XXXX XXXX XXXX  still accepts Victoria 's Secret credit card, and I know that I have an {$800.00} credit limit and XXXX balance! 
I then called Victoria 's Secret credit card at XXXX to speak with an associate. It was at that time I was told that my Victoria 's Secret account had been closed at my request. I told her " no '', I had not closed my account. 
I had told the associate how strange all of this was. I closed an XXXX  XXXX XXXX account and was told I was responsible for a balance that I did not incur. I call to in inquire about now keeping the XXXX XXXX XXXX and I am told it was not closed. During this time I also had fraudulent purchases with my bank ATM card. In going over this with the associate she then asked " what was the credit card account you called to close ''? 
After confirming it was an XXXX XXXX XXXX account ; she then told me she did not know how relevant it was but she could see that your, bank handles the Victoria 's Secret credit card acccount AND your bank also handles the XXXX XXXX XXXX account. 
Back in XXXX when I had originally called to close the XXXX XXXX XXXX account and the associate told me I was responsible for the balance NOW it made sense. Somehow your associate was looking at my Victoria 's Secret credit card account and that is the account that she had closed that day! 
Now that all my credit difficulties had all made sense, I immediately called Victoria 's Secret, explained everything that had happened and told them I wanted my Victoria 's Secret account immediately reactivated. 
I was told that it was not possible, I needed to do this much sooner. Of course I would have done this sooner, if I would have known that this is what had caused me all the difficulties and much wasted time browsing and shopping and continuouly getting denied. 
I have called Victoria 's Secret and I have called you, the bank and I keep getting told to reapply for a new card. I have explained over and over, I should not have to reapply for something that I did not close. The Victoria 's Secret credit card has member perks, there is : birthday rewards, XXXX birthday rewards, anniversary rewards, rewards based on amount of purchase, rewards on type of purchase, not to mention that I was now at an {$800.00} credit limit, and of course, credit terms may be different than my original credit terms ; I did not want to lose everything that had taken me years to achieve. 
I should be restored to my original status. I was a responsible cardmember. I paid my payments on time and I had a XXXX balance! This is absurd to know that your employee in err, closed a cardmembers account. To think of all the wasted time I have spent, having all these difficulties and I did not cause this but yet, you are making me pay for it. 
You are leaving me no other choice but to file a complaint with the Consumer Financial Protection Bureau and with my state attorney general. 
The credit card account numbers are as follows : XXXX XXXX Victoria 's Secret Customer Care : XXXX Customer Care : XXXX

Company response to consumer: Closed with non-monetary relief