Consumer complaint received 2022-05-04
Company: Bread Financial Holdings, Inc.
State: WI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Description of Problem : XXXX and XXXX added XXXX $ charges on my account after I have paid my balance in full prior to my promotion expiration date on XX/XX/XXXX. Then, I was charged a full amount of retroactive fees XXXX XXXX This has caused a significant amount of stress and time to try to solve the issue unsuccessfully. 

XX/XX/XXXX I opened a XXXX  and XXXX Comenity Bank account for XXXX $ and I had to pay full balance by XX/XX/XXXX which I did. 

XX/XX/XXXX I called the XXXX and XXXX representative and over the phone and she set up 2 payments ( stating it can not be done in one payment ). First payment was XXXX $ and the second payment XXXX XXXX On XX/XX/XXXX thieves broke into my car and tried to steal it and stole my checking book, besides other things, and the bank froze my account so the check did not go through. 

XX/XX/XXXX I discussed my situation again with the Floor and Decor representative over the phone and your representative removed the XXXX $ late fee and documented that in her note ( also reflected in XXXX statement ) and therefore adjusted payments to two separate payments. Now the first payment was XXXX $ ( XXXX $ XXXX $ ) that was paid on XX/XX/XXXX and the second payment of XXXX $ that was paid on XX/XX/XXXX. Additionally, your representative did a credit adjustment of XXXX $ probably for a bounced check fee on XX/XX/XXXX. I specifically asked your representative if my balance will be zero after those 2 payments and she assured me that my account will be completely paid off with those 2 payments. I was willing to pay this extra XXXX $ fee and the proof is that I agreed to pay XXXX $ on XX/XX/XXXX but I was assured that my balance IS PAID IN FULL! Since those conversations are recorded please go back to it and review. If you review my XXXX statement my account balance was XXXX until on XX/XX/XXXX you added promotional to revolving fee of XXXX XXXX To this date I do not know what these XXXX $ are charged for? 

XX/XX/XXXX XXXX and XXXX decided to add a XXXX $ fee on my account for unknown reasons to me and added a XXXX XXXX of XXXX $ stating that I did not pay my balance in full which is incorrect! I paid my balance in full and could not have known that they would charge me a XXXX $! 

How can I pay something that I do not know you will charge me for? And you charged me this XXXX $ fee after my promotion ended on XX/XX/XXXX so I could not pay it to avoid a finance Charge of XXXX XXXX If your qualified agent does not know that you will charge me an additional XXXX $ when I spoke with her on XX/XX/XXXX how can I know? 

I was on vacation in XXXX for XXXX weeks and when I returned home and opened my mail I found your XXXX statement shocking and very disturbing. I immediately called on XX/XX/XXXX and spent over an hour on the phone and talked to XXXX people. XXXX was a supervisor I spoke to and he filed a dispute and told me that no one did this intentionally but it is generated by the computer. Then, I spoke to his supervisor XXXX who was very kind and helpful and reviewed XXXX written dispute and since she found it inadequate she canceled that first dispute and created a new dispute # XXXX with more detailed information. I received 3 letters from Comenity : 1. That I opened a dispute. XXXX XXXX : That dispute was canceled and XXXX XXXX XXXX That dispute is opened- which reflects the above. New charges had now a minimum payment of XXXX $ due by XX/XX/XXXX. XXXX did not think that the dispute would be solved by then but assured me that they will freeze my account without further charges until the dispute is resolved. I expressed that I have a difficult time trusting them now considering that I was assured in XXXX that my account is fully paid off just to find new charges now. She suggested that I pay XXXX $ to avoid additional late charges and was told that it will be returned to me once the dispute is resolved. I paid XXXX $ on XX/XX/XXXX. 

I received my XXXX statement without my account charges being frozen until the dispute is resolved and on XX/XX/XXXX an additional Finance charge of XXXX $ was placed on my account! 

XX/XX/XXXX I called back XXXX & XXXX and spoke to 3 people : XXXX, XXXX and XXXX. XXXX and XXXX informed me that my dispute was closed NOT in my favor and that I have to pay a full balance. 

XX/XX/XXXX I called XXXX & XXXX again and spoke to XXXX XXXX ( ID XXXX XXXX ) who informed me that my dispute was not even reviewed but likely accidentally closed and that XXXX was supposed to addend the dispute and not cancel it. She stated that she can not file another dispute for me. She sent an email to the dispute department supervisor to review my case and provided me with an address to mail my letter to a Billing Dispute to XXXX XXXX XXXX XXXX Ohio XXXX. I wrote the above letter and mailed it certified on XX/XX/XXXX and you received it on XX/XX/XXXX. 

XX/XX/XXXX I called again and initially spoke to XXXX who claimed that I never paid my balance of XXXX $ in XXXX which is absolutely incorrect! Then I spoke to his supervisor XXXX, senior account XXXX, who informed me that I should have read all the fine print and that I was obligated to send XXXX & XXXX in writing my complaint which I was not told until XX/XX/XXXX. She filed another dispute on XX/XX/XXXX. 

In the letter about my dispute you state If you have additional information or documentation to support your dispute, please send it.. I did not have additional info besides what XXXX documented in my Dispute # XXXX and therefore did not send a letter in XXXX. 

I sent a second letter to XXXX & XXXX on XX/XX/XXXX with all my personal information and they were suppose to receive it on XX/XX/XXXX. 

I called again on XX/XX/XXXX and checked my account balance that stated " No minimal payment due '' but still with outstanding balance of over XXXX XXXX 
Today I received the letter that I am including for your review. They report that they concluded their investigation without clearly stating what is the resolution. My account balance remains over XXXX without minimum payment due. I called again and spoke with XXXX who interpreted the later for me and stated that dispute was closed and NOT in my favor. He confirmed that I do not have minimum balance due. 
I had my financial adviser review statements tonight and conclusion is that I paid my balance in full To this date I have no solution to this issue but instead I keep receiving statements with new balances that are demanding monthly minimum payments and additionally charging me Finance charge of XXXX $ XXXX. I would greatly appreciate your help on solving this matter urgently. 

Kind Regards, XXXX XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with monetary relief