Consumer complaint received 2019-02-21
Company: Bread Financial Holdings, Inc.
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
On XX/XX/XXXX I paid my " XXXX XXXX XXXX XXXX '' credit card balance in full. Shortly after I noticed there was a purchase made on the account that I did not complete or request. I cancelled my card via the automated system and contacted XXXX XXXX  about the fraudulent activity on the account. At that time the representative advised that a second order had been placed and I requested that the pending order be cancelled because it had not shipped to Ohio yet and representative agreed. I also expressed that I had paid my account off in full and wanted to ensure that the reporting would be correct for the following month. The representative advised the Fraud department would handle everything. The second order actually posted to the account on or around XX/XX/XXXX and I contacted XXXX XXXX again about the charges and inquired why the order was not cancelled after I was informed that the order would be cancelled. Was again advised the Fraud department would handle the reporting and the second order would be included in the claim. I received two separate replacement cards and did not active them while I waited for the end results. In XXXX  XXXX I received a letter stating the fraud was resolved. My credit report had not been updated so I submitted a request to remove the false reporting of a balance for {$130.00}. On XX/XX/XXXX I attempted to activate the new XXXX XXXX reward card and was advised the entire account was closed per my request via the dispute with the credit bureau. I have contacted the credit bureau and they all have an open account with a balance of {$96.00} which was the last accurate reporting. XXXX XXXX  advised I must request the account is re-opened via the credit bureau or reapply for a new account. I spoke with XXXX on XX/XX/XXXX around XXXX XXXX  est who advised " You should not have reported anything to the credit bureau '' was extremely rude and I requested to speak with a supervisor because I did not want to argue with her. She still proceeded to blame me and than advised " I'm just trying to tell you what you did wrong ''. After holding for an excess of 9 minutes I spoke with XXXX at about XXXX who stated she is a supervisor and that she would speak with her supervisor to see about having the account reopened and will follow up with me regarding the account. I contacted XXXX XXXX  again around XXXX XXXX, and spoke with XXXX who advised XXXX is not a manager and there is absolutely nothing than can to contact the credit bureau to have the account re-opened. I requested a supervisor again and spoke with XXXX who stated I would have to contact the Credit bureau to have the account opened again. I reached out and they all have the account as open. So I have no idea what to do. It is not right that I have to apply for another credit card, receive another inquiry on my credit report and never receive the paid in full reporting from my account being paid off on XX/XX/XXXX. Please assist with having the account reopened and the reporting to all three credit bureaus corrected.

Company response to consumer: Closed with explanation