Consumer complaint received 2024-02-26 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: Bread Financial Holdings, Inc.
State: MD

Complaint narrative:
Bread Financial XXXX Comenity Capital Bank for IKEA Projekt Card Customer service number provided for issues : XXXX XX/XX/XXXX : Requested for a replacement credit card as previous one was lost Sometime between XXXX and XX/XX/XXXX ( can't confirm date due to online mailbox not having access right now ) : Messaged on the message center for a new card since I did not receive it yet. Message back told me that they could not issue a new card due to " technical issues '' and had to call. XX/XX/XXXX : Still have not received replacement card, called again to request for a new one like the message told me, and customer service agent told me there was still a " technical issue '', no other reasoning and card could not be replaced yet. Said a " ticket '' would be put in, no reference number and that someone would get back to me. XX/XX/XXXX : Not able to log into online account portal, account access was lost. Not able to get the " Unique ID Code '' sent to my phone number or email because it said " none found ''. Called again, customer service agent at the time was able to send me a new card, account could still not be accessed. Also said a " ticket '' would be put in and someone would get back to me. XX/XX/XXXX : XXXX credit cards arrived in the mail, both with same credit card number. Could not activate either of the XXXX cards, called again. Customer service agent told me that the XXXX were canceled because there was a third replacement coming in. Still no online access, was escalated to a supervisor. Supervisor told me that there were in fact no " tickets '' put in for my account log in issue before and they could NOT put XXXX in until they tried all the steps of their troubleshooting ( removing/re-adding phone, number/email, different URL, etc. ). Supervisor told me that the last step in their trouble shooting process was to delete the online account access and reregister when I get my new card. XX/XX/XXXX : Received new card, was able to register the card and activate. Was able to register my online account, but when logging in it asked me for the " Unique ID Code '' again with no email address or phone number found. Called customer service again, first agent ( XXXX, XXXX ID number ending in XXXX ) told me they already tried everything and could not do any more, told me the website was down for maintenance ( no message banner on website or at any time since this started that there was maintenance ) and that there was no ticket system. Requested for supervisor, repeated to me again that they could not do anything and transferred me. Supervisor ( Employee ID number ending in XXXX ) told me that the previous agent ( XXXX XXXX was misinformed and that they did have a ticket system. Supervisor told me that she will be putting in a formal complaint, and that the previous agent did indeed put in a " ticket ''. No reference number could be given for this she said. Was told that someone would reach out to me, but past XXXX contacts to customer service prior to today no one has reached out to me because a ticket was not placed and my request was not taken seriously. 

Same issue is happening as of XX/XX/XXXX. Received new card that was issued ending in XXXX, registered it online and is linked to the existing online account. When attempting to log in, it is still saying no phone number or email found. I do not have access to the online portal as they have stated and issue is not resolved still. See attachment for issue I am facing and can not get past and customer service is not able to help me with for the past multiple times I have contacted them.

Company response to consumer: Closed with explanation