Consumer complaint received 2017-03-03
Company: Bread Financial Holdings, Inc.
State: VA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
To Whom It May Concern : Re : Pay Pal Credit, I called in to the PayPal Center to make payment and had a dispute with a Pay Pal Representative on XX/XX/XXXX. I was assigned a payment plan previously that the rep did not want discuss or acknowledge ; she stated the account is due in full and my reply was, " I am under a payment and I kept stating that fact '' with no acknowledgement from the representative. I also asked the question of why is the account still occurring late fee charge and I explained the difficulty of getting the account caught up. The Pay Pal Representative stated, " She would place a cease and desist on the account, '' and I shouted at her, I did not ask you to take that type of action and I hung up the phone, due to the my irritation with the caller. Secondly, I did not request a cease and desist any time during any calls I have been apart of with your establishment. 

On XX/XX/XXXX, I called in again, to make a payment on the payment plan account. I was transfer six times and my waited time was over 45 minutes. Finally, I reached the collections department, at around XXXX and a Pay Pal representative spoke with me and insisted she could not discuss the circumstances of the account. Your establishment also told me that no type of payment is acceptable at his time and no details of my account are open for discussion. 

My phone log for my home telephone has recorded that from the time frame of XX/XX/XXXX - XX/XX/XXXX, I have been contacted by Pay Pal a 104 times regarding this account. Most of the time I am talking to individuals who do not have a clue of what is going on or how to assist me. In addition, I have two months in which you phone attendants contacted my home on an average of 28-29 times on two separate months. As for my cell phone from the time of XX/XX/XXXX - XX/XX/XXXX, my cell phone logs has registered 92 times with calls from Pay Pal. 

I learned of the account closure when I received my XX/XX/XXXX statement. The XX/XX/XXXX statement revealed a balance of {$2700.00} and account closure but now the statement reads for XX/XX/XXXX, the amount of XXXX which is incorrect due to PayPal closing the account. 

I have asked for this information on numerous occasions and like many times before ; I was referred to the website instead of speaking to a live person in order to gain some understanding. I assume I have approximately {$250.00} to {$350.00} dollars in late fees added to my account over the past 6 months. However, even though I am not allowed to make a payment to the account and the account is close ; PayPal is still applying fees to the balance. My intentions are to set up some type arrangement to eliminate this debt. Please contact me via mail regarding this issues at your earliest and we can resolve this matter. I will file a complaint due to the treatment and harassment I have received. I am not satisfied with the Pay Pal Credit Service or customer service procedures received over the past six months, in which I have received over 196 calls on this account and each call allowed me to speak to a different account rep with different instructions about 50 % of the time on all calls received. My intentions with Pay Pal Credit are to establish timely payments and eventually close the Pay Pal Credit account. 

I would like to thank you for your time and cooperation with this matter. 
Sincerely,

Company response to consumer: Closed with explanation