Consumer complaint received 2019-12-26
Company: Bread Financial Holdings, Inc.
State: MN
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XX/XX/XXXX Placed a {$100.00} online order with XXXX XXXX.

Thought I was setup with auto pay, but was not, contacted XXXX XXXX customer service in XXXX when discovered auto pay not setup and fee was charged, they refunded my fee. In XXXX worried didn't work again, contacted customer service again on XX/XX/XXXX, representative stated no fee had been assessed yet, I paid my balance in full that same day. Waited to receive next statement in the mail to insure account was showing paid off. The next statement I received in the mail showed a balance due of {$58.00} now showing two late fees, along with interest charges. So now I'm being charged a fee on top of a fee. Apparently I was assessed the first fee because even though I paid my balance in full and the fee had not posted yet, the payment was due on the XXXX and I paid my account in full on the XXXX, two days late. Contacted customer service again on XX/XX/XXXX spoke with XXXX explained what happened, he verified my mailing address and I was told a statement was mailed out, asked if he could help me with the fees as I thought I was paid off and I did not receive the statement with the first fee showing. He was unable to help me because he can only refund one fee every 18 months, I asked to speak with a supervisor, her name was XXXX, explained the situation again and was told again that she can only refund fees every 18 months. Both representatives would keep repeating they can only refund fees every 18 months, and that their records show a statement was mailed out and that I was charged a second fee on top of the first fee because I didn't pay the first fee. I explained I have been a long standing customer and was going to just pay their fees and close my account. They really could of cared less if I continued to be a customer or not, she just wanted to verify my bank account number to debit the fees. I told her no, I decided I would write letter instead and she just offered to give me the address. Again who  cares if I continue to be a customer or not. I have been with company since the XXXX XXXX have always enjoyed shopping at their stores and I do shop online once and awhile. Very disappointed they don't care if I'm a continued customer and that they would rather I pay them {$58.00} fees and close my account and no longer do business with them ever again and leave them as a dissatisfied customer who obviously will not be recommending them to anyone. As I told them I feel that paying almost {$60.00} in fees for a {$100.00} purchase is ridiculous. I think their {$29.00} fees on {$100.00} are excessive. I feel I did my due diligence in keeping in contact with them, I tried to keep up on my account, I explained what was happening but all their customer service representatives could do was keep repeating the same information, no exceptions. I do not own a computer at home so I have to wait to get online when I am visiting a family member, so I rely on paper statements. I would like these fees removed.

Company response to consumer: Closed with explanation