Consumer complaint received 2022-07-28
Company: Bread Financial Holdings, Inc.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XX/XX/XXXX To whom it may concern, I would like to file a complaint against Comenity Bank. I have a credit card with BJs XXXX XXXX which goes through Comenity bank. 

History of Complaint During the week of XX/XX/XXXX, I tried to buy a TV through BJs app and online, but I kept getting a message to confirm my payment method. I did, and all info was correct. I tried for a few days with same results. On XX/XX/XXXX I called to complain about this and was told they were going through a system upgrade, and that if I waited until XX/XX/XXXX, it should be okay. 

I tried to make a vacation payment on an XXXX on XX/XX/XXXX but my card was still unable to make online purchases -- but was able to make in-person purchases. During the week of XX/XX/XXXX my XXXX online payment had been denied. After returning from my trip on XX/XX/XXXX, I called to complain, and the online greeting went through my account info and said I had not made a payment since XX/XX/XXXX for {$2100.00}. When the online representative came on, I told her that I had made a payment on XX/XX/XXXX of {$2500.00} and I asked her, where is that payment? She told me they were having problems with the upgrade, and that I should go eat dinner and not worry about it, that it would resolve itself. 

I know she meant well, but I told her that I wanted a record of this phone call on my account, and that I needed to speak to a supervisor. She put me on with XXXX, who tried to help me by attempting to file a dispute on my behalf. He told me of all the problems the upgrade has been having, and how they are working around the clock to fix it. He also was having problems with his system, and tried repeatedly to log the dispute but could not, so he asked me to call back in 24hrs. 

On XX/XX/XXXX, I called in and again asked to speak to a supervisor. I spoke to XXXX XXXX ( or XXXX? ), and she was quite emphatic that I had to go to the bank and provide proof of payment. I went to my bank, got proof of payment, and also sent it certified mail, along with a bank statement and a history of the payments that I had made, including the XX/XX/XXXX payment to their Billing Dispute office in Ohio. 

Meanwhile I kept getting what I thought were spam calls from Ohio. However, when I returned their call, I had reached Comenitys billing department -- which insisted that I make a payment. I told them I did make a payment, but they lost the money, and that I had sent them proof. They had picked up the certified mail on XX/XX/XXXX. On XX/XX/XXXX, I received two credit card statements in the mail. One for my current card, and a 2nd one for an old canceled credit card with them with a credit amount on it of {$2500.00}. There was my missing money -- they had put it on an old canceled card. 

I called them again, and spoke to supervisor XXXX. He tried to help me, but the system said he could not access that old account, so he transferred me to someone who could at Customer Cares. I talked to XXXX at Customer Cares, who also could not help, so he transferred me to Customer Service, who told me to call back during business hours. I called on XX/XX/XXXX and spoke to XXXX, and told her the problem. She told me that this is an ongoing problem that since the upgrade, that for some reason payments are being put onto old cards. She said that its a known issue, and that I would not be reported to the credit bureaus or accrue interest. She said that if I wait a week, it should resolve. 

To cover my back, I did make a payment of {$100.00} on XX/XX/XXXX, and it went through. On XX/XX/XXXX, I called again and, after an hour of being on hold, I talked with XXXX, who told me that they are still having problems, and that I still need to wait, as she did not have access to the dispute department. 

Then I asked to speak to a supervisor, and XXXX told me nothing could be done, and asked me why I needed to speak to a supervisor. I told her that this has been going on for more than a month, which was not acceptable, so I needed a supervisor. She finally relented and put me on hold. After being on hold I spoke to XXXX who I previously spoke to on XX/XX/XXXX. He remembered me and tried to access the old credit card account, but could not. He told me he was sorry, but there was nothing he or I could do but to wait until it resolves itself. I told him that I would have to file a complaint, and to please help me on this matter, as it had gone on way too long. 

I am filing a complaint against Comenity Bank, and I am asking for your assistance in getting the issues of my personal credit, lack of access to my credit card and history, and my misplaced payment resolved ( with no damage to my credit rating or history ). I am seeking advice, legal counsel, resources, links, or intervention that can get this matter resolved as soon as possible. 

Quite frankly, I do not have the time or patience now to deal with being passed around to person after person and countless departments at Comenity Bank. Ive lost precious time and many hours on the phone trying to resolve things politely and respectfully on a problem that I did not create. Ive done everything Comenity asked me to do, with no resolution or answers -- not only me, but countless other customers. 

I welcome any questions, requests for documentation, or further information that you may need. 

Thank you for your time and attention to my problem. 

Sincerely,

Company response to consumer: Closed with monetary relief