Consumer complaint received 2025-12-14 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with customer service
Company: Bread Financial Holdings, Inc.
State: TX

Complaint narrative:
During the time period between XX/XX/XXXX through XX/XX/year>, I began receiving calls from Comenity Bank/Bread Financial regarding my past due Zales account balance. At times the calls were at multiple times throughout the day. 

On or around XXXX or XX/XX/year>, I began to receive four calls per hour and two different messages per day. I contacted the call center and asked the representative why I was getting so many calls and the agent responded by saying they were not sure. When I asked why I was receiving calls and when I didn't answer they would call right back with a blocked number, again the agent said they were not sure. I was transferred to a Supervisor who explained the reason for all the calls was because there were four separate departments that were attempting to contact me about the same account at the same time. When I inquired why their telephony programming was not setup to bypass when a customer has been contacted as it could potentially be construed as harassment, she ( Supervisor ) responded by saying that was how the system was setup for the call center and they would look into the matter. I then asked if they were familiar with TCPA or FTC regulations for calls or if they were aware of the Regulation F 7 in 7 rules, she explained they would look into it. She agreed with my statement that the calls were harassing based on how many were being placed to the same number and customer. I explained to the Supervisor again this could be considered harassment and that if a consumer was smart enough, they could seek legal counsel and bring forth litigation for harassment and that if I was getting calls like this then it must be happening to other consumers which would escalate to class action suit status. Her response was, " we are a multi-billion dollar company have the money to pay good attorneys '' so we are not worried. I explained that I have worked in call center compliance for over 25 year and would never respond like that to any consumer as it makes the consumer feel worthless. I asked for her manager, and she explained that there was no one available, I asked her to escalate my call and have someone from their Regulator Team contact me and she stated they will not call you. 

I received another call a few weeks later from a XXXX area code, XXXX area code, and blocked number within the same hour. When I answered the blocked call, I explained that I was waiting for a call back for escalation purposes, she just hung up one me. I received another call on a Friday in XXXX, and I explained again that I would not be paying this bill, that I felt harassed by the calls, and did not like the response from the previous Supervisor, I was transferred to another Supervisor who explained that she would escalate my call again, but I probably would not receive a call back unless there was a lawsuit or complaint filed. 

I am filing this complaint to verify if the Comenity Bank or Bread Financial have any interest in speaking with me regarding how I was treated and their repeated call violations

Company response to consumer: Closed with non-monetary relief