Consumer complaint received 2022-03-17
Company: Bread Financial Holdings, Inc.
State: MN
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
We opened a XXXX Credit Card in early XXXX at a retail store. 
XX/XX/XXXX, we were informed the account was past due. We called in and discovered the employee in the retail store entered our address into the system incorrectly causing us to never get the card or bills. We called the support number, got a XXXX late fee removed from the account, paid XXXX  and were told the account was now up to date. We were also told that they had fixed the errors on our address and would be sending us a new card and bill so we could access the account via online services to verify balance, address etc. 
Unfortunately no card arrived, no bill arrived. Our next contact was XX/XX/XXXX when we called in after getting a notification via SMS that the account was again past due. 
We called in, frustrated and wanting to be done with it. We talked to another agent, were informed our address was incorrect in the system ( was missing part of the street name ) and the agent had fixed our address, issued a new card, and would reverse one late fee. After the reversal we owed {$XXXX} and agreed to paid the {$XXXX} left to bring our account to zero and no longer get harassed by ComenityXXXX  about late fees and overdue balances. 
On XX/XX/XXXX we got another notification that our account was past due with a large balance needing to be paid. We called again, spoke to an agent named XXXX and were told that they were able to locate the issue with the account. Even though we called and talked to someone XX/XX/XXXX, the agent did not post the fee reversal until the following bill cycle, causing our account to not be at a zero balance as the agent had stated. Along with that, our address was never correct in the system, causing us to not get the bills or card required to set up an online account and see balances, etc. 
After being on the phone with XXXX for over an hour, we were able to get confirmation that we would get our bill, a card to set up online account access, and that the account was now at a zero balance with all fees reversed. XXXX was very helpful and provided detailed notes about the account late fee removal being applied incorrectly and worked hard to help us get our account fixed. XXXX was kind enough to tell us that the internal system showed the bills, cards, etc were being returned as address incorrect from USPS, but for some reason the credit provider did not call the number on file they called when the account was past due to rectify the address situation. 
In early XXXX we got our first bill and our new card! Unfortunately, our account statement shows none of the balance adjustments XXXX said would be applied got applied. We reached out via the online message system on XX/XX/XXXX as all forms of phone based communication seem to result in actions being performed incorrectly. We recieved a respone on XX/XX/XXXX from XXXX informing us that they will not be assisting us with fixing or reviewing our account and we must pay the additional late fees charged due to customer service representatives inability to process payment correctly. They are unwilling to help us resolve this issue.

Company response to consumer: Closed with monetary relief