Consumer complaint received 2024-01-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: Bread Financial Holdings, Inc.
State: MO

Complaint narrative:
I was approved for financing for XXXX, through credit card approvals over the phone. I received my documents in the mail for 2 accounts one with Alphaeon and one with another company. I reviewed my credit beginning of XXXX and was confused by 2 Alphaeon accounts showing on my credit. I was aware they requested an increase to the amount approved to cover XXXX, I was under the impression it was all one account especially since I only received one Statement or bill & card in the mail. I contacted Alphaeon at the # on the back of the card I received and gave my SSN information to the rep and he verified I only had One account showing under my information. I specifically asked and followed up with I was asking because for some reason I see 2 accounts on my credit. He responded again he only seems one account. Then he said he looked in a " special '' system and found another but was putting in a dispute because they where done on the same day and didn't believe could be possible to open 2 accounts at the same time. I said the dispute to figure out what happened is fine. I called again on the XXXX ( I've attached call records to review the recorded calls ) & again was told I only have 1 account under my information. After speaking with a supervisor they informed me it was under review and I would receive Communication about the outcome ( which I still as of XXXX have not been contacted in any form about this matter ). My actual doctors office called me and informed me the funds where being pulled back, and explained the multiple accounts ( which up until this point could never be explained to me or even verified I had another account ... even the automated system only said I had one balance when I put in my social. So I called Alphaeon the same day spoke with a rep informed her the doctors office explained but I still never received a bill statement card any info for account, to which the rep agreed to send me A new card and told me the dispute should be resolved and I would get a letter ( still never received any letter ). I told her that is fine and I made a payment of {$370.00}. This was thr XXXX before the {$5300.00} was returned from my doctors office. On the XXXX of XXXX I again check my credit and see this account shows closed now. Which I did not request, furthermore I validated the debt was no longer in dispute once I made the payment for {$370.00}. My account was closed, the representative stated over and over it was closed at my request which I informed her was incorrect. A clerical error of multiple accounts that should have only been one account was made by the company. And when I inquired because I was confused why there where 2 accounts instead of one after numerous reps informed me i only had One account, I was told it would be investigated, not close my account without letting me know or contacting me. Now the XXXX ( 2 weeks before my XXXX ) when I found out ( again not by alphaeon ) the account had been close. Even the online app said my availability was still {$5300.00} as of the XXXX. All of these calls and conversations should be recorded. To add insult to injury the manager i spoke with on the XXXX ( she was very nice and professional ) informed me she could return my payment if I'd like, if the account was closed why wouldn't my payment be returned automatically?? And as of today XXXX   I have yet to receive my payment back and it is Still showing as a credit on the app of the closed card. It all seems very unfair & unethical. It has created so much stress and XXXX I may not be able to even have my XXXX, not only because of the financial strain this entire situation has created, but it is Physically raised my XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief