Consumer complaint received 08/16/2017 about Credit card or prepaid card (Store credit card) with Alliance Data Card Services (HI).
Issue: Closing your account
Sub-issue: Company closed your account

Complaint: XXXX XXXX Credit Card Comenity Bank I had a credit card with XXXX XXXX and I found myself in a financial situation where i could not make my monthly payments. I contacted Comenity Bank XX/XX/XXXX to be set up on the Hardship Program. Customer Service Rep. XXXX ' stated for the next 6 months my payments would be {$20.00} automatically debited from my checking account. I agreed and for 3 months all was fine. XX/XX/XXXX I received a letter stating my account has been closed for non payment. XXXX I called the number provided and explained the situation. XXXX transferred my to XXXX who is the Supervisor of Consistency Corner who stated the file would be resolved in 14 days. XX/XX/XXXX - Called & spoke to XXXX XXXX and explained my situation. She transferred me to the Supervisor on Duty, XXXX. He stated no one is answering in " that department ''. He said he would follow up and call me within 48 hrs -- no call. XX/XX/XXXX - Call the XXXX customer service line and was transferred to the Hardship Dept. where i spoke to XXXX. She looked over all of the notes to my account and said that a Supervisor would have to look at my file to correct the charge off. I asked what time frame and she said 4-6 weeks since her supervisor is the only one who can correct it. XXXX-called the XXXX # and was transferred to XXXX. She stated my account is still charged off and the supervisor hasnt had a chance to review it. I asked to speak to the supervisor and she said that she was busy. I asked when this would be corrected and she couldnt give me a time. I asked if i should call back XX/XX/XXXX and she said i could try. XX/XX/XXXX - called the XXXX # and spoke to XXXX XXXX Explained the  situation and she said she would transfer me to the Hardship Dept. She came back on the line and stated that department is saying its not their file anymore. She then said she would transfer me to another dept and was disconnected. Called back and spoke to XXXX who said she would transfer me to the Debt Collections dpt. Spoke to XXXX who told me it was up to me to make payments. i stated I had not received a statement since XX/XX/XXXX and she said well then i should have called. I stated i have and asked if she read my file and she said that they have done all they need to do and that it is up to the Consumer to pay their debts. I told her i no longer wanted to speak to her and asked for a supervisor. I then got transferred to XXXX in Collections and he told me my account was credited back on XX/XX/XXXX and that it is frozen for non-payment. I told him i have gotten the run around and have no statements. He tried to get a statement for me but said it was another dept. I asked if the account was still in " charge off '' status and he said no, its frozen and when the balance is paid off then i could apply to reopen it. I ytold him i would call the department to get a current statement and will go from there. Im frustrated because this account should have never been charged off, no frozen and credited for amounts i have no idea exist.

Company response to consumer: Closed with monetary relief