Consumer complaint received 2022-04-25
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XXXX XX/XX/2022, I was encouraged by XXXX XXXX to take out a new charge card, as they had closed my previous one without notification to me, because of lack of use. It took over two months before I received my actual card or my first statement. I realized this might be due to address change. I was not overly concerned until my repeated attempts to set up an online account failed. I did make charges during that time. I tried many times to set up a new online account it failed every time. It kept connecting to my old account that was supposed to be closed. On XX/XX/XXXX. 2022 I called a number that was supplied on the paperwork. I could not get a human, nor was there a prompt that answered my needs. I decided to pay my balance. I realized by now over a month had passed still no statement or card. I called again and tried to set up online again. It was all in vain. So, I called again the next day finally I got a human. A woman tried to walk me through setting up an online account it was not working it kept referring me to my old account, which was supposed to be closed. I didn't feel she was understanding my despair, so I ask to be transferred. I was disconnected. I called again, finally I got someone that was getting it she figures out my email was entered wrong on new application, which XXXX entered not me, she corrected the email and told me to try again. Opps we get disconnected. I called back paid my balance in full and cancelled my card. 
Finally, I receive my statements there was a late charge apparently, I made my payment 3 days late. I called again to try to remedy and state my concerns. 1 ) I never received a statement, 2 ) I tried to set up an online account many times. 3 ) most important I had no idea what day my payment was due. Once again. I found it almost impossible from There prompts to figure out who could help me, sadden I gave up. 
When trying to remedy the second late charged I received I called bill dispute and got straight thru. Who would have guessed? XXXX. first told me I was still getting late charges because a confirmation letter had not been sent, he would be sending that. I than ask what was going to be done about the late charges. His respond was he could not help because my account was closed. Ok, my head went 360!! I said I felt I was not responsible for these charges the mix up was mostly too due with you. He told me not to pay them. I ask for an email responds on this and he told me he was sending a letter. 
On XX/XX/2022, I get a letter saying my account is closed but I have to pay the late charges. The letter has a dispute id on top and the correspondence is a XXXX XXXX XXXX with bank ifo only. I did respond to the XXXX and also a XXXX XXXX on my statement. 
I call again I was told by XXXX she had no depute info and no info on how to start one, my account could of been reopened if done within seven days, she cant help me because my account is closed, yet she is going to continue billing my account and has no number of anyone who can help me.

Company response to consumer: Closed with explanation