Consumer complaint received 2021-04-22
Company: Bread Financial Holdings, Inc.
State: IN
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
This is in regards to my Wayfair/Comenity Bank account. Ever since I opened this account, I have had problems getting bills sent to me, checks returned to sender, etc. On XX/XX/XXXX of 2019, I contacted them trying to figure out what I needed to do to get the account current and what steps to take to get the account paid off. The representative I spoke with told me that I needed to make a {$250.00} payment, then go on a {$80.00} per month with XXXX being the last payment to pay off the account. I had asked about the interest being added and I was told no, not as long as I was on the plan I would be fine. I did exactly what I was told! The interest from my XXXX plan was still added on XXXX {$460.00} XXXX and the account had a {$770.00} balance in XXXX due to interest and what not being charged. I called them in XXXX, that was the first bill that actually made it to my house, when I saw it. Talked to a supervisor and was told that he would have to find the call and assess the situation and would be contacting me in 24-48hrs. I waited 7 days before I called back, left messages, nothing ... Talked to another supervisor in XXXX and got the same exact solution, they need to find phone call and will get back with me .... again nothing! Got my next bill in late XXXX and I was livid. I called them again and finally got in touch with a supervisor named XXXX  Told him the situation and he immediately looked and found the phone call that took place on XX/XX/XXXX ( I was shocked and even asked why everyone had such a problem finding it, etc., he couldn't explain ). He listened to it XXXX which is about a 9 min phone call ) understood exactly my frustration and said it looked like a misunderstanding between the rep and me in the intial conversation and she didn't realize I was on an 18mth plan, even though my account was right in front of her when she was talking to me. He said there wasn't anything he could do on his end but to contact Comenity and they would be able to take care of it. I've had multiple conversations with Comenity on this issue and have been given multiple different stories. I thought doing a dispute would freeze the account but after multiple calls of disputing the account, i was finally told I needed to submit a " formal '' dispute that would shut down the account until it was resolved. Why I wasn't told that originally, i have no clue, but not surprised. Thought that was initiated in XXXX when this first started but apparently not. I talked to one supervisor and she was the rudest person I have ever talked to and is what brought me to seeking help from an outside source. I was told by her that it doesn't matter what a representative tells me over the phone or what arrangements we set up, it is null and void and the original contract is what is valid. How is that possible? If that was told to me to begin with, this account would have been payed in full before the 18mths was up. Is it a plot to get the interest by just lying to the consumer, making them believe one thing is going on just so this can happen?! The last person I talked to told me he understands my frustration and apologizes and may be able to wave the late payment fees, the amount of {$220.00} ... what?!? He also told me that the employees that handle these situations are not properly trained for this and don't always know about the various interest fee plans and how they work and that is an area they need to work on. I get it and I also understand that people make mistakes, but how am I liable for their mistakes, how am I responsible for their lack of training on certain situations. How am I supposed to know that what I am being told isn't valid. I have worked at other companies and if we make a mistake, it is on our company, not the consumer. The last supervisor that I talked to on Monday assured me that he would contact me at XXXX on Tuesday to discuss what his manager said would/could be done. no phone call per usual! I did get the notice from XXXX XXXX on Tuesday telling me that my credit had dropped XXXX pts .... due to the Wayfair account!!!!! 

They have all phone calls recorded and pages of notes on this account logged. 

I'm at a loss of words and ideas on what to do and am tired of being on the phone with them for hrs at time every time we actually do talk. I have reached out to a cpl of friends of mine that are in law and they have told me to reach out to you for help. 

I have attached screenshots of the " secure message '' conversation. as stated before, they have a record of all calls and comments that have gone on with this situation. 

Thank you for your time and patience XXXX XXXX

Company response to consumer: Closed with explanation