Consumer complaint received 2023-04-12
Company: Bread Financial Holdings, Inc.
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
To Whom It XXXX Concern, On XX/XX/XXXX, I attempted to make a purchase with my Big Lots Credit Card. The credit limit on this card is now {$1200.00}. After having no activity on the card, it was declined, so I immediately called the customer service number on the back of the card and I spoke with a female associate, who asked if she could check my credit, for which I gave consent. She in turn, explained to me that while I have a good payment history, there was a restriction put onto my account because of inactivity. She was putting in for the account to be reviewed and she assured me that I would be able to use the card within 24-48 hours. After 24 hours as instructed, I called again to the customer service number on the back of the card, and I experienced the same issue. This time, however, I spoke with a male associate, named XXXX. He in turn, explained to me that no credit check had been performed by the previous agent, and that with my permission he could review my credit report and remove the block. I gave my consent. During this call, XXXX, too also mentioned that I have a good payment history and he assured me that he was able to successfully remove the block, as well as he advised me that I would be able to use my card the " next day with no worries, I promise '' because the " restriction due to no activity was satisfied and my account was reinstated. '' However, this was not true, because the very next day, I attempted to use the card again, for the third time, and the exact same thing happened again. This time for at least fifteen to thirty minutes, I spoke to another male agent who said verbatim : " Your account is open, it's not closed, XXXX, however, you can not make purchases on it at this time. You do have a very good payment history with us, and your credit limit is {$1200.00}, but we really do not know what has happened. I did read in the notes that the restriction was lifted by the other associate, but we can not go against the credit bureaus. '' So, I asked him what are you talking about? For which he said, " We don't know what is wrong, you need to consult the credit bureaus? So, I asked him which one and what was conveyed because I receive credit alerts as well as my credit score from all three credit bureaus, and there should be no problem as this is an existing account since XXXX. He said, " XXXX, we check all three. '' So, after my phone call ended with this representative, I checked all three, and while I did note some inaccuracies and errors regarding length of time upon all of my accounts as well as some payment discrepancies. For example where payments are inaccurate, missing, or just alleviated all together, or in the case of these card ( I paid more ) than the minimum pay, as well as a lack of my loan information for all three credit bureaus is missing, there wasn't anything else of alarm, as I have an excellent payment history ( Enclosed 3 credit bureaus summaries ). Thereafter, today, XX/XX/XXXX, until I can straighten this all out, I attempted to use my Comenity Mastercard ; yet it was declined. I was baffled, so I made a call to the customer service number on the back of my card, and I was advised that this card too is still open ; however, I am unable to use it for purchases, for which I received no notification whatsoever, and this card is not dormant, as I use it often. Thereby, I am making this complaint, because Comenity Bank /Bread XXXX XXXX has engaged in Unfair Trade Practices in that vital information was omitted from my first call, a deceptive practice occurred in that I was advised by the first representative, who asked for my entire ss # that my credit had to be checked in order for me to gain access to my credit line, which I do not believe is standard practice. Thereafter, I was misled by the second associate, XXXX, who assured me that he removed the restriction, after he had checked my credit for the second time, and I would have, " No worries, you will be able to use your credit card in 24 hours. '' Further, Bread XXXX  used a deceptive practice in that it essentially froze two existing credit cards lines without any reasoning. Especially, when I was only inquiring about my dormant card, Big Lots. It was reasonable to assume that after having spoken with the first two agents, who each promised and reassured me that within the time frames given by them ( 24-48 hours ) that I would not only gain access to my credit line, but that I would be able to also use my credit card. It is, however, unreasonable, deceptive, and quite unfair though to be punished for whatever reasoning after having made the inquiry into my Big Lots Credit Card to then have two cards stripped from me ( Big Lots Credit Card and Comenity Mastercard ), and have no alternative recourse, as I remain injured in that my credit was checked twice unnecessarily within mere days of each other, my score lowered from XXXX XXXX, XXXX XXXX, and XXXX XXXX to whatever it is now. Bread XXXX  violated the following laws : Truth in Lending Act ( 15 USC 1601 ), with emphasis on 15 USC 1681 ( g ), as well as overall the Equal Credit Opportunity Act ( 15 USC 1691 et seq ), as I was not given any recourse nor any natural remedy. Sincerely,

Company response to consumer: Closed with explanation