Consumer complaint received 2018-09-20
Company: Bread Financial Holdings, Inc.
State: MN
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
In the beginning of XX/XX/2018 I was contacted by a XXXX with XXXX XXXX about my XXXX XXXX, XXXX and XXXX XXXX accounts. I explained that I had fallen behind and that I would like to try and get caught up. On the first call with XXXX which was around the XXXX she told me that if I was able to pay the amounts that I actually charged she would be able to remove all of the late fees and finance charges once I did. I told her I would have to call her back and I did so the following day which was the XXXX I believe my phone records have so many XXXX calls. On or around the XXXX I set up 3 electric withdrawals from my checking account equaling {$600.00} and a payment plan for 4 more payments for the XXXX XXXX card. This was part of the agreement of getting caught up that was discussed the day prior. I was told that once the final payment for the XXXX XXXX card on XX/XX/XXXX, was posted then I was to call back after 7 days to her extension and she would be able to reverse all of the late fees and the interest for all three account. I followed all of the rules and even called back to verify this information with her. She told me that she would try and get the fees and interest reversed with the XXXX and the XXXX XXXX card, but was not sure that she could before the XXXX XXXX card was completed. I stated I understood. 
Come XX/XX/2018 I waited the 7 days and called in to XXXX at her extension and got a different customer service rep who said she would have XXXX call me. I received no calls so I called again XX/XX/18 and got a new C.S rep who " informed '' me that I was never going to speak to Destiny and that I basically was told wrong info as if she was going to reverse the fees then she would have already done so - I asked for her supervisor and got XXXX and explained the situation about the agreement about the three accounts. She told me she was going to reach out to XXXX and speak with her about this as XXXX stated there were no notes on any account from XXXX that stated this agreement. I told her I would give her a week and then I would send in a written request to have the calls pulled. I actually gave her 2 weeks and did not hear anything so I sent three letters as I had three XXXXXXXX XXXX to send to and I sent them via first class mail with tracking. 
I received a call and it was yet another account manager who I kindly asked to speak with his supervisor this was XX/XX/18 at XXXX XXXX central time. I was transferred to XXXX who stated XXXX did not ever make notes in the any of the accounts, but that he was going to see what we could do. I informed him that I had sent written requests to have calls pulled so that they could hear the agreement that was set up. 
I was sent three different letters ( 1 from each account ) stating that they received my dispute and that they were all going to look in on it. The letters were dated XX/XX/18. A week later I received a dated XX/XX/18 letter from the XXXXXXXX XXXX account stating they took care of everything and the new balance was a complete {$0.00} balance. 
On XX/XX/XXXX a letter was drafted from the XXXX account- they stated they listened to a call that was only about the XXXX call and that we set up the three payments one for each account and then the final four payments for XXXX XXXX but I never set up any other plan for the remaining accounts and there for I was responsible for all the finance and late fees that have accrued. The never made mention about the agreement I had made. The letter almost sounds as if the 4 extra XXXX payments null and voided the agreement which is not what was to happen. 
On XX/XX/18 I finally received an additional letter from the XXXX XXXX account and this letter was only offering financial payment plans. 

I am requesting to have this looked into a bit further, as I know what was set up for the agreement plans. ALL calls from me starting at the beginning of XXXX need to be pulled and listened to so that the agreement can be fully finalized. 
Thank you

Company response to consumer: Closed with monetary relief