Consumer complaint received 2025-06-25 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc.
State: PA

Complaint narrative:
Issue Description : I opened a XXXX XXXX credit account, choosing this service because the registration process was simple and did not require audio interaction, which was preferable due to my limitations. However, when attempting to pay my account balance, I encountered the following issues : Lack of Card Number : After opening the account, I was not provided with the credit card number needed to make payments or manage the account online. Despite reaching out to multiple customer service channels, including email and XXXX XXXX XXXX account, I have not received the card number or clear instructions on how to obtain it. 

Unexpected Audio Interaction Requirement : I received a voicemail from XXXX XXXX requesting that I call their customer service to resolve the issue. This requirement was unexpected, as the registration process did not indicate that audio interaction would be necessary. Due to my limitations, I am unable to use audio communication, and this creates an unreasonable barrier for me and others with similar restrictions, preventing effective account management. 

Unfair Billing Practices : I recently received a notice warning of an impending late payment penalty, but it did not include the card number or clear instructions on how to pay the balance without an account. This creates a cycle where customers are unable to pay due to missing information, leading to late fees and potential debt accumulation. Additionally, I suspect the account may include hidden subscription fees ( e.g., for newsletters or other services ) that were not clearly disclosed during registration.

Unresponsive Customer Service : I have contacted XXXX XXXX through multiple channels, including email and their XXXX account. While the XXXX team responded, they directed me to an email address that has not provided a resolution. I have attached screenshots of these communications for your review. 

Impact : These practices have trapped me in a situation where I can not access my account to make payments, yet I face threats of late fees. The absence of audio interaction requirements during registration gave a false impression of the services accessibility, and the subsequent demand for a phone call has proven to be an unexpected and insurmountable obstacle. This situation not only causes financial strain but also raises ethical concerns about the actions of XXXX XXXX and their banking partner, which appear designed to create barriers to account management. The lack of non-audio communication options disproportionately affects individuals with disabilities, and the absence of account information seems intended to push customers toward delinquency.

Requested Resolution : I kindly request that you consider : Providing me with my credit card number and access to my account through a method convenient for me that does not require audio communication.

Reviewing the possibility of waiving any fines or penalties that may have been incurred due to these barriers. 

Conducting an investigation into XXXXXXXX XXXX account management and billing practices to ensure they align with standards of fairness and accessibility for all customers. 

Additional Information : I am prepared to provide additional documentation, including screenshots of my communications with XXXX XXXX, the late payment notice, and other relevant materials. Please advise on how to securely submit these documents. 
I plan to share my experience publicly and with organizations advocating for individuals with disabilities to raise awareness of these issues and prevent others from facing similar challenges.

Thank you for your attention to this matter. I look forward to your assistance in resolving this situation and ensuring fair treatment for all consumers. 
Sincerely, XXXX XXXX XXXX XXXX only text messages

Company response to consumer: Closed with monetary relief