Consumer complaint received 2024-12-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: Bread Financial Holdings, Inc.
State: VA

Complaint narrative:
I have had numerous problems accessing my online credit card account with Comenity Bank. They may be part of Bread Financial now. They issued my AAA Travel Advantage VISA Signature credit card. 

The first problem started a year ago, when my cashback rewards balance started always showing {$0.00} when I logged in. I had to call customer service to have them manually redeem the rewards for me because the website would not let me. It always showed I had {$0.00} rewards when in fact I had hundreds of dollars in rewards. 

At the same time, I had problems logging into the website. The website would show a spinning circle, and eventually time out when I tried to log in after I entered my login and password. On average, it would only work once out of 20 attempts. 

It would always show my phone number as unverified, and when I tried to verify it, it would seem to work but on the next login, it would still ask me to verify it. I was never able to use my phone number in two-factor authentication because it still thought it was unverified. 

The problems got much worse this summer. I called customer service on XX/XX/year> to have them manually redeem my rewards. I also asked them about my unverified phone issue. They said it was a " known issue '', but they would try to fix it. Apparently they added my phone number in, but they said since my profile " changed '', I was locked out of logging into my account for 10 days!!!! Logging into my account has not worked since then, and it is now XX/XX/year>. I have been calling them almost every week. 

On XX/XX/XXXX, a " supervisor '' said maybe deleting my online account and re-registering will fix it. She deleted my online account, and then told me I would have to wait another 10 days before re-registering. I waited, and them upon entering all the registration information, I got the error message, " Due to a technical issue, we were unable to save your response and complete your registration. Please try again. '' I tried several times with no luck. 

Supposedly Comenity is now charging me for paper statements, which is ridiculous because I can not access the online statements. 

I tried using their Bread app, with similar poor results. I have never been able to log in to my account using the Bread app. 

I have never had a worse experience with a credit card company. They do not seem to have any Tier 2 technical or IT support. The customer service reps are friendly but are not able to fix any problems and say there is not a Tier 2 to forward my issues to. They all have strong accents and are not based in the U.S. They will not give me a trouble ticket number. Their standard answer is to try again later, or that I have to wait 10 days. They acknowledge that other customers have the same issues. Comenity needs to hire experts to fix their website. This is unacceptable and I'm not sure why I haven't gotten rid of this credit card yet, but I plan to switch to a different company as soon as possible.

Company response to consumer: Closed with explanation