Consumer complaint received 2021-02-07
Company: Bread Financial Holdings, Inc.
State: MD
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
On XX/XX/2021 I shopped at Victorias Secret store ( XXXX XXXX, Virginia XXXX and was approached by sales associate XXXX. XXXX asked me if I have store credit card. I said yes I do have the card. She then asked when was the last time I used it, I said a while ago. She said she could look at my information and reactivate my account so I can get {$15.00} coupon for todays purchase. First she needs to look up my account in the system so she grabbed the XXXX. On the XXXX  I saw her quickly scrolling down to the bottom of the screen to capture my personal information. Little did I know she scrolled down the important part where it says to apply a new credit card. On the personal information, I was asked to fill out my name, date of birth, email. Then she asked me to enter ssn, I was skeptical so I asked why does it need my ssn to look up my account in the system? She said oh its required and it will let her know if Im in the system. While in disbelief I was forced to enter that sensitive information. Again, no explanation or clarification from her on what exactly she is doing ( which is to apply for a new credit card and get her sales without my consent ). I saw her quickly selected the button I consent and submitted the application. The moment she clicked on I consent I caught her and I said hold on I didnt give you consent to do anything, you never confirmed with me what Im consenting to. How could you submit it without my consent? I work in XXXX XXXX  and have applied for credit cards for my clients many times. Each time I make sure I go over all terms and conditions to make sure they understand the credit card product including APR, fees, credit inquiry will occur, etc. And capture their consent when they say yes. This is not how you treat customers with ethic and care. The moment she clicked I consent without my consent, it was too late. The next screen shows Im approved for a store credit card in amount of {$1000.00} limit. Its a hard pull on my credit score and probably can not be reversed ... I said Im confused, I didnt apply for a credit card. She goes oh now you can get coupons. I said I already receive coupons. She said I would just receive more coupons. With this disheartening and deceitful experience, I spoke with the manager but theres nothing she could do to reverse the application ( hard inquiry ). The manager provided apology and coupon. I asked for the corporate phone number and she pointed out the customer number on the bottom of my receipt. I called the number today and spoke to a kind associate who submitted a case for me. According to her the case will go to a special department and they will research this, I will not get correspondence though. As for the credit card, I will have to call them myself to see if it can be reversed. The whole incident damaged my credit score and impression on the company and credit card application system in place within the company. Im speaking out so it doesnt impact more people in the future.

Company response to consumer: Closed with non-monetary relief