Consumer complaint received 2017-05-16
Company: Bread Financial Holdings, Inc.
State: MI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I am filing a complaint against Comenity Bank regarding a  HSN (  Home Shopping Network ) account I currently have. On Sunday,   XXXX     at   XXXX   XXXX  , I received a call from an Unavailable caller. I thought it was a friend of mine as she has an unlisted cell phone number and when she calls it also comes up as  Unavailable. W hen I answered the call, there was no answer after I said Hello. Please note, that originally I was not going to even answer the call or even answer it with Hello as I thought it was my friend. I waited for  5 10 se conds and almost hung up the call as there was no response immediately. Since the call was at   XXXX   XXXX   on a SUNDAY, when the person came on the line finally, I asked who she was and where she was calling from. Although she was definitely calling from  American and was an A merican, it was a little difficult understanding where she was calling from  ( company ). She  said she was calling from  Comenity HSN and  that I did not make a payment. I told her that her call came up as unavailable and that I  thought she was a friend calling. She then said I did not make my payment for the past two month  s. I told her that I did and that I keep track on my Excel sheet when I make  payments. She kept saying that I did not. I then proceeded to tell her that if they were trying to call me previously with an Unavailable on the call, that would be the reason I did not answer the call as I did not know who it was. I have also in the past received Scam calls that were Unavailable. I told her that if they are calling, they need to leave a message, otherwise do not call at all. She said they are unable to leave a message, as they are Robo calls. ( Also, note that I have a recording app on my phone and the call was recorded and she did mention Robo call! ) She kept saying that I did not make my payments for the past  two  months and I finally became EXTREMELY angry as I knew that I did. I told her that I would then go to the website and pay the bill. She wanted me to make the payment with her over the phone. I told her I would not give her information over the phone as I did not know who she was or if she was really from where she said she was. She then asked me how much I was going to be paying. I told her, AGAIN, that I was going online to PAY the bill. I was SO ANGRY that I began cussing. I kept telling her that I would be going online to PAY THE BILL. She kept wanting to know the amount.     I then went online to make the payment. At the end of the payment, I printed the screen to show the payment went through, however, there was NO confirmation number. I called Comenity Bank back at   XXXX   XXXX   I spoke with  XXXX  and I told her I made a payment online, but that there was no confirmation number. She thought that was odd and said she shows it at her end. I told her of the problem I had with the previous person that called me from  Comenity. I  told her that because there was no confirmation number available, that I would have nothing to stand on when payments do not go through. I have NEVER dealt with any other company that I might make payments online to. Every other website, whether its to make a payment or place an order, gives a CONFIRMATION NUMBER Comenity does NOT!! I went back through my cell phone log, and there is ar e two ( 2 ) other questionable calls that could be from Comenity one  on   XXXX   at   XXXX   XXXX    ( sho ws as Unavailable ) and on  X/XX/17    at   XXXX   XXXX  .  (  shows as Restricted ). Note that phone numbers are not shown on none of the calls of Unavailable or Restricted so I believ e that they may be fr om the same place. I receive too many unsolicited/Robo calls and normally do not answer the phone. I only answered the call on Sunday,  X/XX/17    because I thought it was my friend who had just text me. I now know that I can never answer her calls anymore as a result of this incident.     I did tell the first person I spoke to on  X/XX/17    at   XXXX   XXXX    ( the  one that called me  ), that if  they do not have the common decency or courtesy to leave a message when they call, to not call at all. On their website, they need to allow a person to be able to set up alerts ( I have other companies that I pay bills online to, and they have that option available. Note : I also receive bills in the mail ). Once a payment is made, their website also needs to provide a confirmation number, without that, a customer has  NOTHING to fall back on. As a result of this company, HSN as lost a customer and I have started telling people of my experience with Comenity Bank and I am advising pe ople to steer clear of them. I am in the process of looking for apps to block Robo calls due to the fact that I receive way to many unsolicited calls and I am ( past ) tired of it. I am also tired of people calling and not  ( having enough common sense to ) leave a message. Having said that, Comenity needs to  either leave a message if they are calling someone, or do not call at all. I did tell both people I spoke with that messages need to be left, but I know that will never happen.     I forgot to print off the screens to show that I made a payment to Comenity for   XXXX   XXXX   XXXX   XXXX    , and even if I did, there are NO CONFIRMATION NUMBERS, so it would not have even mattered as I would not have had a leg to stand on. Due to the fact on how the company conducts business, and the fact that they do not have an option available to notify a customer that their payment did not go through, I would like them to REMOVE the information they placed on my credit report.  Afterall, had I  received an email, like they send to let me know that there is a statement available even though I did not opt for that, this would not even be an issue. In addition, since for some reason they do not leave messages and their calls show up as  Unavailable, I, like many  people, would not answer the calls. This is also negligence on their part and they need to change their practices as they are setting their customers up for failure. In addition, it is very odd that this is the ONLY place where the payment never went through all the other payments I made for  XXXX  and   XXXX   went through with no problem at all. I can say that I would never to business with a company that has Comenity Bank even if its a company I like to purchase from.

Company response to consumer: Closed with non-monetary relief