Consumer complaint received 2022-12-20
Company: Bread Financial Holdings, Inc.
State: ID
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
To Whom It May Concern at ConsumerFinance.gov, below is a transcript of my emails with Comenity Bank regarding rewards in the amount of {$250.00} cash equivalent that Comenity is not giving me.

Secure Message Center I do not agree to allow you to have XXXX days to review this issue / dispute. I have been emailing about this issue for XXXX days already. That would be a total of XXXX months for me to get my rewards of {$250.00}. Does Comenity bank think they can operate the same as XXXX XXXX, in being deceiptful of customers and not honoring their word? Give me my rewards promptly, please. Thank you XXXX From : Comenity Bank Sent : Tuesday, XX/XX/2022, XXXX XXXX ( ET ) To : You Subject : Re : Other Message ID : XXXX Hello XXXX XXXX XXXX, I am a Senior Account Specialist with Comenity Capital Bank. This card is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX XXXX. Your concerns were escalated to me. I appreciate your concern regarding the account. I can confirm a dispute was filed on XX/XX/2022. Please allow us XXXX calendar days to investigate. We will mail you a letter via US Mail once completed. I appreciate your patience while we are conducting our investigation. Thank you! If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team From : You Sent : Thursday, XX/XX/2022, XXXX XXXX  ( ET ) To : Comenity Bank Subject : Re : Other Message ID : XXXX Same bull XXXX for XXXX months now. Please send me a check for the amount of rewards equal to the amount I could spend at the XXXX dealer for the {$250.00} you owe me plus my current rewards balance. Thank you XXXX XXXX From : Comenity Bank Sent : Wednesday, XX/XX/2022, XXXX XXXX  ( ET ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your XXXX account. This card is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX XXXX. I'm here to help with your account needs. Please accept our apologies for any inconvenience you've experienced. As the bank that manages your XXXX Rewards Credit Card, we want to let you know that we'reworking hard to fix the rewards issues caused by our recent system update. We understand that this may be frustrating and inconvenient. If you have any questions, please click the reply button. Sincerely, XXXX XXXX Internet Customer Care Team From : You Sent : Monday, XX/XX/20XXXX XXXX XXXX ( ET ) To : Comenity Bank Subject : Re : Other Message ID : XXXX Where are we on issuing this rewards credit? Thanks XXXX From : Comenity Bank Sent : Thursday, XX/XX/2022, XXXX XXXX  ( ET  ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your XXXX  account. This card is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX XXXX. I'm here to help with your account needs. Please accept our apologies for any inconvenience you've experienced. We are working diligently to restore this capability as soon as possible. We assure you, your reward points will not be negatively impacted by this disruption. Please know this issue regarding your rewards program is temporary. We are committed to resolving this matter quickly and providing you with updated rewards information as soon as possible. For us to best assist you with this concern, we ask that you please speak with a live representative. Please call our Customer Care team at XXXX at your earliest convenience. If you still wish to close the account we request you to write back to us. Please let us know if you have any further questions. We're always happy to help. Thank you for taking the time to reach out, and have a great day. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team From : You Sent : Saturday, XX/XX/2022, XXXX XXXX ( ET ) To : Comenity Bank Subject : Re : Other Message ID : XXXX FYI, if I don't get the rewards on the {$5000.00} purchase at the XXXX dealership, I will close the card. XXXX From : Comenity Bank Sent : Thursday, XX/XX/2022, XXXX XXXX  ( ET ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your XXXX account. This card is issued by Comenity Capital Bank pursuant to a license from XXXX XXXX XXXX. I'm here to help with your account needs. I certainly understand your concern. We're temporarily unable to see some account information and help with certain needs. We apologize for the inconvenience and understand your frustration. Please be informed that we are updating our systems, and you will see a delay loading the rewards and the account will be updated to reflect the correct earning activity as soon as possible. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I recently made a {$5000.00} payment on my XXXX rewards card. The reward for this transaction shows as XXXX. A transaction after at the same XXXX dealer has rewards on it. I show this transaction should have {$250.00} in rewards for this transaction. Please let me know. Thanks XXXX XXXX From : You Sent : Thursday, XX/XX/2022, XXXX XXXX  ( ET ) To : Comenity Bank Subject : Other Message ID : XXXX I recently made a {$5000.00} payment on my XXXX rewards card. The reward for this transaction shows as XXXX. A transaction after at the same XXXX dealer has rewards on it. I show this transaction should have {$250.00} in rewards for this transaction. Please let me know. Thanks XXXX XXXX

Company response to consumer: Closed with explanation