Consumer complaint received 2023-06-03
Company: Bread Financial Holdings, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I applied for a pre-qualification for XXXX on XX/XX/23 the application was immediately pre-approved, when attempting to complete the entire application, I was given an system error, I contacted Comenity Capital Bank the customer service rep stated that I would get a letter in the mail I explained that it didn't allow me to complete the application but provide a pre-qualification of XXXX. On XX/XX/23 XXXX rec 'd a letter requesting for additional information, I provide the attached documents from the list they provided, Car registration, copy of my ss card, utility bill ( XXXX XXXX XXXX ), and XXXX from XXXX which has all of my information, I provide the car registration because the XXXX has an incorrect address. 

I reached out to Account Protection Department on XX/XX/23 to get status on my application and was informed that my information had not been reviewed but he was able to see it ask that I allow a few more days, not once did he mention that my other accounts were restricted due to investigation. On XX/XX/23 I am at XXXXXXXX XXXX XXXX  attempting to make a purchase and it was declined, I first thought that maybe it was because I had not used my card at that store. 

I reached out to Comenity and was informed that all of my cards were restricted because I had more than one card with this company, I stated that does not make sense and she stated that only a supervisor could assist me, I requested to speak to one and was placed on hold for 48 mins without any response, I called back and spoke to another male provide my information and he stated that my account was on restriction because of fraud, I stated how is that when I have not reported any fraud and all of my accounts are XXXX balance, I have a hard time hearing him as his child was crying in the background, stated that only a supervisor can assist me I requested again to speak to XXXX, he place me on hold no one came to the phone. 

I called back and spoke with another customer service rep and explained everything she stated that my account was restricted but she did not know why and I would need to speak to a supervisor. She places me on hold for about XXXX a supervisor came to the phone. 

I explained to the supervisor all that has occurred and now I am being informed that she is not able to help me and she was not sure who would assist it was stated that I just have to wait until someone reach out to me. I explained that does not make any sense when I have been told by XXXX different people that a supervisor can help me and now she's laughing in the background. I requested to speak with a manager she stated there was no one for me to speak with. 

I explained I have a XXXX balance on all of my accounts, and I have provided all of the requested information, and this is not right that she is not trying to assist. I asked what if I was out of town and she stated it happens all of the time. This whole conversation was unprofessional. 

I have attached the requested documents that were requested and sent to Comenity Capital Bank Account Protection Department. they were validated that they were rec 'd by Account Protection Department. The Ref # XXXX for this case.

Company response to consumer: Closed with explanation