Consumer complaint received 2024-10-03 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: Bread Financial Holdings, Inc.
State: MS

Complaint narrative:
I applied for a Big lots Credit card and at the time the store clerk used my address on my id though I was moving to a home I just bought he said that I need to use the address on my id and that is what he did. I still had access to the mailbox though with the address on my id. I was approved made a purchase. Life went on I never received a physical card from big lots to either of my address. I did however recieve a statement to my new address which I called because I was unable to use my online ability to set up payments or make a payment. I needed my card number which I did not have or ever recieve NOR my account number. The rep informed me that she ordered a new card to come to my new address and that it would be there before my bill came due but in the meantime I could use my statement which has the account number at the bottom of the page. I tried to use such number to set up the online account and it did not work it stated the information was not correct. I then called back a few days later explained the issue and was told a Supervisor would get back with me. My bill was not yet due and I was waiting for this supervisor to call me. The next call I got was not in fact from a supervisor but from a person letting me know my bill was not paid when it was due. I let him know exactly what happen I also made a payment with him and he told me yet again a supervisor would contact me to get this problem resolved so I can get my payments set up and avoid such issues again. The next month comes along I get a statement and it shows a late fee on there. I immediately called and expressed that the late fee is not in any way my fault and should not be charged, and that I am STILL waiting on a supervisor to call and STILL have not received a card in the mail and my account number is STILL not working to set up my payments so the only way I'm able to pay is when they call me which is totally unacceptable. I would have NEVER got a credit card that doesn't allow me to set up payments online or simply make a payment. During this call the man refused to remove the late fee but allow a {$15.00} credit. UNACCEPTABLE. He yet again tells me a supervisor will call me back 3rd time now I've been told this. Life goes on and I get another call about the bill and it not being paid. FINALLY I had enough and was able to get a supervisor on the call that day. I went over the whole issue and they refused to remove not 1 but now 2 late fees that were totally avoidable and could have been resolved if a supervisor would have called me the first time. Not to mention the rep told me They would call me before my bill came due and now we are here and I'm having to seek legal action due to negligence on comenity banks end. I have never missed a singular credit card payment before, and I told these reps every time remove the late fee allow me to set up my payments and we will never have a problem however they are more concerned about getting my minimum payment than they are fixing their mistakes that cost me more money.

Company response to consumer: Closed with monetary relief