Consumer complaint received 2022-02-25
Company: Bread Financial Holdings, Inc.
State: AR
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
when we filled out the application, we were not given any further assistance in the store, no online account set up no documents to take home with our information on it nothing of the sort. 
just recently I talked with comenity bank, they didnt even have our email address until now. When I or my husband would make a payment through the phone ( he was authorized on the account ), they would tell us that they couldnt give us sensitive information over the phone about the account. When we would go into the store, they would tell us that they did not have access to the account number, last date to pay, or any information about deferred interest. We have not been receiving any statements, so we have been blindly paying it off in good faith hoping comenity bank wouldve told us over the phone about the situation we are now in. 
I asked the lady in the zales store in XXXX what our balance was, and she told us, Around like XXXX so not only did she not give us a definite answer, but she also seemed unsure and couldnt even tell me anything else about the account. we were worried about it so we started making calls trying to get some information out of anyone possible. 
On the day we spoke to the XXXX in store, I reached out to Zales and talked to a representative and theyre response was that the interest was valid due to the fact that we got a statement in the mail, but we havent received a single statement, we still havent even got our credit card. I explained this to the XXXX, but she could not assist me at all, so she got her supervisor on the phone and the supervisor said the same thing. After discussing the situation to no avail, she told me that I could write a letter in the mail to Comenity Bank and send a dispute letter and the call was ended. 
We sent the dispute letter On XX/XX/XXXX, that same day we tried to call the first number we found ( XXXX ) on Comenity banks website and it sent us to a debt collector which was odd. The second number we called ( XXXX ) was not in service. 
When we finally found a number that worked, we told the comenity bank representative of our problem. XXXX was more kindhearted about our situation and told us he could file the dispute on my behalf. comenity bank didn't have my email, so he put it on file and told us that we would hear back within a week about the verdict. 
When we did not receive any verdict, we called Comenity Bank again, only we recorded it this time for proof on our behalf of what we are going through and struggling with. 
We were given a rather unprofessional representative who didn't seem bothered by our issue, she said she couldnt help and sent me back to Zales customer service.

We talked to Zales once again and it was just a whole step back to the beginning, the representative transferred us to her supervisor and the supervisor wasnt any help at all either. But he did tell us that the Comenity bank representative did not file any dispute like he told us he did, so we were Deceived, and all of our efforts were wasted. 
Throughout the life of the account, we have tried countless times to get information without success, we would be told in store they didnt have that information we had to call for it, when we called, they said they couldnt give us that sensitive information, but they would take our social security number over the phone, so it contradicts their statement, how were we ever supposed to get our information to pay or even know anything about our account? 
So, after so much energy exhausted only to be shut down and belittled, we have decided to contact the consumer financial bureau. we have been getting robo calls everyday and just recently they have started sending my wife emails to assist us in enrolling an online account but it is too late now, we tried many times in the past and were always denied the opportunity.

Company response to consumer: Closed with explanation