Consumer complaint received 2024-08-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Account sold or transferred to another company
Company: Bread Financial Holdings, Inc.
State: NV

Complaint narrative:
I am writing to express my profound dissatisfaction and frustration with the recent card conversion process from XXXX XXXX to Bread Financial. The numerous issues and lack of professionalism I have experienced are unacceptable and have caused significant inconvenience and disruption. 

Detailed Account of Issues : XXXX Interruption Promise Broken : Despite repeated assurances that the transition would result in XXXX interruption to my credit card accounts, my card inexplicably stopped working immediately after Comenity took over the account. This disruption lasted for over four days, causing significant inconvenience and embarrassment as I was unable to make necessary purchases or payments. During this period, I attempted to contact both XXXX XXXX and Comenity for assistance. XXXX XXXX refused to take my calls, and Comenity 's automated system directed me to an agent who was clearly ill-equipped to handle my inquiry. 

Untrained Comenity Agents and False Fraud Protection Claim : The Comenity agents I spoke with were consistently unhelpful and appeared to have no understanding of the issues I was facing. They were unable to provide any solutions or explanations, and their lack of training was evident. I was eventually contacted by a Comenity representative named XXXX, who claimed that XXXX XXXX 's fraud protection system was the reason my card had stopped working. This explanation is unacceptable, as it contradicts the XXXX interruption promise and implies a lack of coordination between XXXX XXXX and XXXX, and if that were the case someone should have been available to figure out why. While I appreciate the {$250.00} credit offered by XXXX, it feels like an attempt to placate me rather than a genuine effort to resolve the underlying issues which still is not reflecting on my account. 

Inaccurate Minimum Payment and Lack of Resolution : My current minimum payment does not accurately reflect the payments I made to XXXX  XXXX before the transition. It is higher than the amount shown on my most recent statement, causing confusion and concern, especially when i made payments prior to the conversion weeks to be clear. Despite multiple inquiries, I have been unable to obtain a satisfactory explanation for this discrepancy. Comenity representatives have assured me that the issue is being investigated, but I have yet to receive a resolution or any indication of when one might be forthcoming i was told i would be billed fees and it would be waived if there is one, no there needs to b an adjustment to the minimum due and it needs to match my last statement, i refuse to let my account go even a day past due which can lead to account closure or adverse action. 

Authorized User Card Error and Inaccurate Explanation : The authorized user card sent to me by Comenity does not work. The last digit of the card number is incorrect, rendering the card unusable. The card on the account is XXXX the physical card is XXXX. XXXX informed me that this error was due to a lost/stolen card claim filed with XXXX XXXX. This explanation is demonstrably false, as the fraud claim in question was resolved long before Comenity issued the new cards, as if that were the case banks dont issue replacement cards changing just XXXX digit, they change the last XXXX or the whole card number, this was clearly a misprint. Comenity 's refusal to take accountability for this error and their insistence on providing inaccurate explanations is deeply concerning.

Company response to consumer: Closed with non-monetary relief