Consumer complaint received 2021-02-16 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: Bread Financial Holdings, Inc.
State: CA

Complaint narrative:
XX/XX/XXXX XXXX XXXX notified me that my XXXX credit was expiring and they could not bill the card ending XXXX after the monthly billing on XX/XX/XXXX XX/XX/XXXX I sent an inquiry through my secure mail on my one line account XX/XX/XXXX I called Comenity Capital Bank and told them that the card was expiring and that my insurance company had notified me that XX/XX/XXXX was the last billing cycle and that I needed to contact my bank to update my card and asked when my card would be coming out since my card was expiring. At that time, I was told they would mail out the new card ASP In addition to the call on this date, I also had sent an inquiry through the account secure site to Comenity XX/XX/XXXX response from Comenity bank by secure mail through the account site stating they had mailed a card out on the XX/XX/XXXX ( never arrived ) and arrived after XX/XX/XXXX I called back into the bank and reported that the card had not arrived, she told me the card had been mailed on XX/XX/XXXX and it might take a month to arrive to which I told her that I did not believe the mail was that slow, so she said we can send another card and would cancel the one that had been sent out, ( which the one mailed on XX/XX/XXXX still has not arrived as of XXXX. I was told that they would send out another card ASAP but the email from the bank in secure mail stated the card was sent out on the XXXX, she is now telling me it was sent on the XXXX So at this point, she is telling me that they would sent another card out ASAP I LATER FOUND THAT THIS WAS A LIE XX/XX/XXXX I sent in a secure email where I had been notified by XXXX and XXXX that a hard credit inquiry for new credit had been pulled by Cominety Bank ( I had not applied for new credit and had not authorized any credit inquiry. At this point and over the next day, I talked to several customer service representatives and their supervisors concerning this and the cards only to be told the cards had been shipped out and they had no idea why a credit inquiry had been pulled since I was not applying for new credit and my credit limit and account had been open since XXXX and never had a late payment or any problems with the account XX/XX/XXXX I received a letter from the bank stating they received my request for additional card ( my wife and son already have cards so no extra cards were asked for ) and or a replacement card ( also untrue as I was trying to obtain a card for an expired card ) but they could not verify the accuracy of the request so they could not complete the request XX/XX/XXXX I called into the back customer service and again went to a supervisor ( XXXX I think ) who told me that the cards were on the way, and I then asked to speak to her supervisor or manager, and she said you want my mangers manager and transferred me to XXXX and I asked him to give me his full name but he refused, but his statements to me were a little unreal He plainly stated that all the previous supervisors had been lying to me so that the truth would not be told to me under Federal law ( amazing he knew who I had talked to ) and stated they had ask for enhanced security as they did not know how to contact me, but they had a meeting earlier and approved sending me a card and that they had pulled the hard inquiries to find how to contact me but the letter from the bank said they could not get the information from the credit agencies all of this is amazing lie as they have been talking to me for a month at this point, emails that only could come from me through account secure mail and replies from the bank to that. 
He told me they had sent the cards out that day and they would be in my mail box within two days as they had tracking ( so this tells me that the cards mailed in XX/XX/XXXX must never have been mailed since they would have known when they would have been delivered ) Then he told me that to help ease the pain, and the lies and hiding he would give me 2,000 reward points on my card which I did not accept as all I wanted was the truth and my card which as I told him I kept for my insurance billing and for my son to use at XXXX XXXX. I also ask him whey they would need to pull a hard inquiry since any card company who issued a card can do a soft inquiry and not use a hard inquiry for me to borrow money which is what they did per XXXX personnel XX/XX/XXXX Secure email stating that my information had been received from my credit file and they would work to resolve but could take 30 days for their RESEARCH? I have specifically discussed with XXXX  and all my information including a XXXX XXXX score, address, etc. and payment history was provided so I do not know if they know how to tell the truth, and in fact XXXX stated they are looking at this as fraudulent. 

XX/XX/XXXX A envelope came from the back with a card for my wife and my son but I still have not received a card for myself I asked XXXX why did they have so much problem finding me when all my information was in their own files, and to that note I am going to include my billing statement showing the monthly XXXX billing that started this odyssey to use the card Also missing from their side of the secure mail site is a email I sent them telling them about their service, lies and that I would be going to XXXX consumer affairs, and anyone else that I could. 
At this point, I reviewed some of the review sites, and find that thousand of people have been treated in ways not that unlike my case and they appear to be a predatory bank site. 

Also the inquires are to be removed from the credit agencies, or I shall having talked to XXXX and have it converted to a fraud claim.

Company response to consumer: Closed with non-monetary relief