Consumer complaint received 2022-08-15 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: Bread Financial Holdings, Inc.
State: NJ

Complaint narrative:
Please note that this is not a duplicate complaint. This is based on some more lies and " I dont know '' answers I was provided on XX/XX/XXXX by Comenity Bank XXXX 

They keep on lying to customers on recorded lines. I just called them about my missing funds of $ XXXX and the restricted account status and after two and a half hours of hold time, I got hold of XXXX in XXXX Ohio whose title says " Customer Deposit Investigator ''. She was rude and incompetent beyond belief. She kept yelling at me and threatening to disconnect my call every time I asked her a question or told her that her statement was incorrect. 

- First lie. She told me that they had sent me a letter in secure messages saying that my account was restricted. When I told here there was no such message, she threatened to disconnect my call. Finally, after 5 attempts to get through her thick skull, she still won't admit that, sent me a message to me while we were on call and then lied again saying that I was incorrect and that the message was there all along. I have attached the proof of her lies. Look at the time in the message, she sent it to me when I told her that she was lying that they had already sent me such a message on Friday XX/XX/XXXX. 

- Second lie. She kept asking me to send proof of funds for incoming transfer I did on XX/XX/XXXX. I kept telling her that it was not an incoming transfer but an outgoing transfer and that those funds were with Comenity bank for at least a year. So you already have all the proof of ownership as you already have all my Comenity bank statements showing that those funds have been in my account for more than a year. At this point, her brain short circuited and she started yelling that I am not listening to her, etc. 

- Third lie. She kept asking me for documents that I have already sent them multiple times. She kept claiming that they dont have them - Fourth lie. She asked me to send proof of ownership of the transaction I did with XXXX  XXXX XXXX. When I told her that in all my transaction history, there is not a single transaction with XXXX  XXXX XXXX, she totally lost her composure and started threatening to disconnect the call saying that I was not listening to her. 

- Fourth lie. She told me she had no answers for me and that her manager will call me at XXXX. She won't even tell me his/her name. When I told her that I don't believe that because of numerous such lies that I have been told, she said that she will stay on hold with me till XXXX. But just 5 minutes later, she told me that she is hanging up the call because she doesn't know when he/she will call me and then just disconnected me. 

So after wasting 3+ hours on the phone and dealing with extremely rude agents who have no clue what they are doing, I still have no clue what is happening with my missing $ XXXX and the remaining $ XXXX in this account. 

The summary of this episode is that they were totally fine with my account ( of more than a year ) and the funds in it. They started stealing my funds and putting my account on hold without even bothering to inform me, only when I tried to do a wire transfer to take some of my funds. It clearly tells you that security is just a pretext that they hide behind and their main purpose is to make it extremely difficult for people to withdraw their funds. Pathetic behavior.

Company response to consumer: Closed with monetary relief