Consumer complaint received 2025-08-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Bread Financial Holdings, Inc.
State: PA

Complaint narrative:
On XX/XX/XXXX I received a certified letter stating the following " On XXXX XXXX XXXX XXXX, XXXX, an outside vendor of XXXX that provides XXXX XXXX services, learned that a former Nuance employee had accessed certain XXXX patient information after being terminated two days earlier. The former XXXX employee has been arrested and now faces federal charges. Because it could have impeded their investigation, law enforcement investigators asked that we DELAY NOTIFYING PATIENTS of this incident until now. 
My PHI ( protected health information ) was leaked, and two credit cards were compromised. I immediately filed with the FTC and was given an Identity Theft Report XXXX  XXXX. On XXXX I notified my XXXX XXXX after identifying a purchase I didnt make of {$39.00} charged on XXXX, THIS charge was identified and reversed/refunded as fraud. I was told my account would be placed on a fraud hold and a new card issued. I received the new card in the mail and discovered another fraud charge for {$600.00} posted to on XXXX. XXXX tried to reach out to this company and determined the {$600.00} was indeed a fraudulent charge made via an overseas 3rd party card reader typically used in scams. I questioned how this could have happened because it was charged to the NEW card number. Visas answer was that it was actually charged on under the old card # but was not posted to my account until XXXX under the new card #. It must have been accidentally processed between the time of my call and when the request to put my account on fraud hold was processed. 
Due to the abhorrent customer service, inconsistent answers and frequently being transferred to a different department while trying to resolve this, I discontinued use of this card all together and paid off the entire balance less the {$600.00}. I also made numerous attempts to close the account altogether but was told I COULD NOT CLOSE It until the fraud balance was cleared and it could take up to 60 days for the fraud charges to be reversed. From XXXX of XXXX to XXXX of XXXX, I made numerous ( dozens ) phone calls and submitted three formal complaints with supervisors to get my account corrected. It has been since turned over to collections and is negatively impacting my credit. 
1. Every representative agreed the {$600.00} was documented as Fraud 2. Multiple reps along with several supervisors researched line by line though all my charges ( {$11000.00} and payments XXXX XXXX ) since the account opened in XX/XX/XXXX and CONFIRMED THE EXACT amount I charged had been paid in FULL yet a {$600.00} balance remained. 
I was given multiple reasons as to why the balance remained. One representative said that the {$500.00} payment I made on XXXX was never applied because the account was on hold for fraud and no transactions can be processed ( even payments ) when an account is on a fraud hold. Another supervisor told me the {$600.00} was credited back to the old card number and had to be moved over to the new account/card number. Yet another supervisor told me the {$600.00} was credited then accidentally/incorrectly re-charged and needed to be removed again. The following calls are all documented with XXXX signature. I have 9 requests and 4 tickets to have all calls pulled my account corrected. Instead, the account was turned over to collections. In addition to all this my accounts credit limit was increased WITHOUT MY CONSENT, REQUEST OR KNOWLEDE from {$10000.00} TO {$16000.00}. How is this even legal? 
Call dates and times as follows : XXXX - XXXX min XXXX - XXXX min & XXXX min calls Initial ticket XXXX XXXXXXXX opened XXXX XXXX XXXX - XXXX XXXX XXXX - XXXX XXXX min Complaint XXXX XXXX XXXX XXXX XXXX  XXXX, then trans to sup XXXX then Sup in another department XXXX XXXX - ( 4 reps over 3 hours total time : XXXX XXXX ( XXXX min ) she opened a new ticket escalation with Supervisor XXXX and filed 2nd level complaint XXXX XXXXXXXX ( because I did NOT receive a call back or resolution to prior complaints/call ) XXXX XXXX  XXXX prior supervisor who didnt follow up. 
XXXX rep said {$500.00} pymt never applied would correct and close account

Company response to consumer: Closed with explanation