Consumer complaint received 2023-02-10
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I I Received a call from XXXX Comenity bank at XXXX XXXX  on XX/XX/XXXX and was informed I owe a total of {$120.00} due to a CHECK not valid for my payment on XX/XX/XXXX. However the Representative states she was not aware of why the check was return and I ask her specifically is the checking amount showing returned as that would be impossible as I have a total of $ XXXX in that account and I have a perfect credit score reporting ( never been late with XXXX XXXX  for XXXX  months and never a return payment ) the rep insisted she does not see why the check was not processed and she processed a payment on file in the amount of {$120.00} she states thats the past due ( however they received a payment on XX/XX/XXXX which they did not apply until XX/XX/XXXX ) from my checking account XXXX ending XXXX, that process was done at XXXX XXXX  before the cut of time listed for XXXX eastern standard time. I contacted my bank who informed me that no payment was presented to them in the amount of {$63.00} for account XXXX. 

XXXX XXXX I was alerted from the XXXX credit bureau that my score has dropped XXXX points due to a XXXX day report from XXXX Comenity Bank for late nonpayment, I contacted them at XXXX spoke with a nasty rep who yelled and accuse me of lying XXXX XXXX XXXX I requested a supervisor who also came on the phone angry and told me she could not help me that is my problem and write the address on the back of my card and that I was late and thats it!! I was treated like XXXX  I was advised By another rep that my XXXX payment paid on XX/XX/XXXX in the amount of XXXX was posted and deemed late in their system as XX/XX/XXXX in which this is a pattern of them posting the payments after cut off time even when received before the cut off time too be able to bill late fee even when automatic payment scheduled for minimum payment is scheduled prior to the bill due date. XXXX Comenity bank is who is the XXXX that determine the minimum due date for the customer when we select automatic payment for whatever the due date is and at no time did the web portal state that a payment of {$120.00} is due ( when I look at my XXXX upcoming statement a XXXX is due not for XXXX as I have enclosed ). As you can see the billing statement due date for the {$120.00} is due XXXX XXXX so how would I be made aware that {$58.00} paid on XX/XX/XXXX is incorrect? I was never emailed called or messaged via web portal WHICH THAT IS THE COMMUNICATION OFFERED AND CHOSEN ON THE CREDIT APP, Was never made aware prior to XX/XX/XXXX at XXXX via call that return check was received prior to them sending my account information to the credit bureau . 

The comenity system was also down in XX/XX/XXXX and not process the automatic payment that I have had scheduled for the last XXXX  months, the rep informed she would wave XXXX late fee on XX/XX/XXXX and payment of XXXX brought me up to date. 

I am not XXXX XXXX or XXXX  days late as they have advised the credit bureau and nobody in the manager exculpation team can assist they state they see XXXX late on XX/XX/XXXX even their own system app is showing traction done on XX/XX/XXXX in which still no return check or late fee was listed due In the minimum payment guidelines. So how can a customer willingly know they owe more if the web portal tell me what I need to pay to be current? 

I have included proof of payments proof of statement minimum due and that I willfully paid my bill with the information the card issuer advised me.

Company response to consumer: Closed with monetary relief