Consumer complaint received 2023-08-30
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Summary : On XX/XX/XXXX I created an online payment in the amount of {$260.00} using the bill pay function through the XXXX XXXX XXXX XXXX website for my Victoria Secret credit card balance. On XX/XX/XXXX the payment cleared my checking account. The payment was due XX/XX/XXXX. I reviewed my bank records and realized I made a mistake and submitted my payment for my old Victoria Secret credit card number, instead of my new credit card number. On XX/XX/XXXX I reached out to resolve the issue. I submitted a cover letter, proof of payment, and bank a statement from XXXX XXXX explaining my error. I requested Comenity bank connect my old account number with my current account number. In addition, I requested the payment I sent to my old account number with a {$0.00} balance be applied to my current account number with a balance of {$260.00} using my identifying information on file. This support of proof has been submitted online through Comenity bank websites secure message center at least four times. In addition, this proof was mailed three times, twice as certified mail. The latest correspondence received from Comenity bank dated XX/XX/XXXX stated they can not verify their bank received the funds for this payment with the support I submitted. I have not received a refund, nor have funds been returned to my bank account from this transaction. This supports the possibility that there was no error with my payment being received by Comenity bank. There is no other supportive evidence I could submit to prove the payment has been taken from my account towards my Victoria Secret credit card balance. My identifying information has been confirmed every time I have called, yet they can not find a payment from my bank account on file for my account balance. Correspondence received from Comenity Bank secure message on XX/XX/XXXX stated we wont collect the amount in question or report you as delinquent to the credit reporting agencies. They reported me to XXXX credit bureau on XX/XX/XXXX and XXXX credit bureau XX/XX/XXXX. I believe this is predatory lending. Below is a detailed timeline of this summary. 

XX/XX/XXXX I created an online payment from my checking account through the bill pay function from XXXX XXXX XXXXXXXX XXXX. I scheduled the balance of my Victoria Secret credit card to be paid on XXXX to Comenity bank in the amount of {$260.00}. See addendum A XX/XX/XXXX I received a phone call from a Comenity bank representative asking to make a payment as my account was past due. I explained it was paid and reviewed bank details with her. She made a note on my account and suggested I send in support via electronic email. She will send me secure link to submit proof. 

XX/XX/XXXX I received an email from Comenity bank with link to submit my paperwork proof from the phone call received on XX/XX/XXXX. See addendum B XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX stating they received my claim and are currently researching it. See addendum C XXXX I mailed a request for assistance to Comenity bank. This letter included a cover letter explaining the error, proof of payment, and two pages of my XXXX statement. Addressed to XXXX XXXX XXXX XXXX XXXX XXXX. See addendum D XXXX XXXX I called Comenity bank for status. A representative named XXXX said that it looks like the paperwork has been received as this dispute is in progress. 

XX/XX/XXXX I received a letter from Comenity bank dated XX/XX/XXXX stating they received my claim and currently researching it. See addendum E XX/XX/XXXX I called Comenity bank for status. A representative said there was a letter mailed stating that the paperwork was received. They will not report it to the Bureau since its in a dispute and all charges & interest will be reversed. 

XX/XX/XXXX I called Comenity bank for status. A representative confirmed my account was in dispute and the paperwork I mailed had been received. He sent an inquiry to the dispute dept. requesting they send me an update. He suggested I send in an inquiry as well. I received the link via email. See addendum F XX/XX/XXXX I received a letter from Comenity bank dated XX/XX/XXXX stating some of the information necessary to investigate your payment inquiry is missing. See addendum G XX/XX/XXXX I called Comenity bank for status. I spoke with representative regarding the letter dated XX/XX/XXXX. She said no paperwork had been received. She suggested I submit paperwork online and sent a secure link to my email. See addendum H XX/XX/XXXX I emailed Comenity bank a request for assistance. This letter included a cover letter explaining the error ( See addendum I ), proof of payment, and two pages of my XXXX statement. This is the same documentation previously emailed in XXXX, XXXX XXXX. 

XX/XX/XXXX I received an email response from Comenity bank to check my secure message center inbox as a reply has been posted. This message in my inbox no longer exists. See addendum J XX/XX/XXXX I received an email from Comenity Bank to check my secure message center inbox as a reply has been posted. The message in my inbox no longer exists. See addendum K XX/XX/XXXX I received a letter from Comenity bank dated XX/XX/XXXX stating they received my claim and are currently researching it. See addendum L XX/XX/XXXX I received an email from Comenity Bank to check my secure message center inbox as a reply has been posted. The message in my inbox no longer exists. See addendum M XX/XX/XXXX I received an email from Comenity Bank to check my secure message center inbox as a reply has been posted. The message in my inbox no longer exists. See addendum XXXX XXXX  I received a letter from Comenity Bank dated XX/XX/XXXX stating that they received a copy of my banking details. They are unable to track the payment with the information provided. See addendum O XX/XX/XXXX I called and spoke with a representative at Comenity Bank who was making a dispute follow up note on my account. She said on XX/XX/XXXX my dispute was re-opened. It will take another 90 days to process it starting from XX/XX/XXXX. 

XXXX XXXX XXXX  XXXX I received a call from Comenity Banks credit card department asking for payment. I explained I am currently disputing the payment. She spoke with a supervisor to see what they can do to stop the daily harassing calls. There are no notes on the account, and she cant see back to the XXXX payment. Their records only show that I missed a payment. She transferred to a supervisor. Spoke with a male supervisor. He said as of XX/XX/XXXX there was a letter mailed that states they have not received the sufficient information to confirm. I explained my error and asked if he could see my old account number. Then asked for his advice on next steps. Confirmed I have been a customer since XXXX. Suggested to mail in a new letter with both account numbers, include banking information, sign and date the letter. Mail to this address : Comenity Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I received a letter from Comenity Bank dated XX/XX/XXXX stating they received my claim and are currently researching it. See addendum P XX/XX/XXXX I mailed four pages of supportive documentation consisting of a cover letter dated XX/XX/XXXX, proof of payment ( Addendum A ), and a single page of my XXXX bank statement, unaltered and showing the payment taken including the transaction ID. This proof was mailed as a certified mail to Comenity Bank. The was addressed to XXXX XXXX XXXX XXXX XXXX XXXX 
See addendum Q XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX, stating in their previous correspondence dated XX/XX/XXXX, some information necessary to investigate your payment of {$260.00} was missing. We are not able to accept a bank statement or payment confirmation to locate your payment. Give suggestions on how to resubmit additional information to support my claim. See addendum R XX/XX/XXXX I spoke with a representative at Comenity bank. Explained that I am being harassed by daily calls for the past week. I have an open dispute. She said it was closed on the XXXX or XXXX. Suggested that I go to my bank and get a letter written on letterhead stating that the payment was made. Submit that online to Comenity bank for the fastest resolution. 

XX/XX/XXXX I had an appointment with XXXX XXXX, an officer at XXXX XXXX XXXXXXXX XXXX She assisted me with printing proof of payment on letterhead. The two pages were stamped with the official XXXX stamp and included her business card. See addendum XXXX XX/XX/XXXX I emailed cover letter dated XX/XX/XXXX, proof of payment on letterhead, and a single page of my XXXX bank statement, unaltered to Comenity bank website. See addendum T XX/XX/XXXX I mailed cover letter dated XX/XX/XXXX, proof of payment on letterhead, and a single page of my XXXX bank statement, unaltered to Comenity bank website. This proof was mailed as a certified mail to Comenity Bank. The was addressed to XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX. See addendum T XX/XX/XXXX I received an email from Comenity Bank to check my secure message center inbox as a reply has been posted. Secure message response exists See addendum U XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX, stating they have received my claim and are currently researching it. See addendum V XX/XX/XXXX I checked my credit through credit wise application. XXXX credit bureau reports a delinquent account was reported by Comenitybank/Victoria reported on XX/XX/XXXX. XXXX {$360.00}. See addendum W XX/XX/XXXX I checked my credit through credit wise application. XXXX credit bureau reports a delinquent account was reported by Comenity bank/VCTRSSEC. Amount delinquent, XXXX. Payment status late 30 days. See addendum X XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX, stating they received my claim and are currently researching it. See addendum Y XX/XX/XXXX I received a letter from Comenity Bank dated XX/XX/XXXX, stating I recently contacted their office regarding a payment of {$260.00} that has not applied to my account. We are unable to verify our bank received the funds for this payment. We asked that you contact your bank to review the submission of this payment. See addendum Z XX/XX/XXXX I created an online payment from my checking account through the bill pay function from XXXX XXXX XXXX XXXX I scheduled the minimum balance of my Victoria Secret credit card to be paid on XX/XX/XXXX to Comenity bank in the amount of {$16.00}. See addendum AA XX/XX/XXXX I received an email from Comenity Bank on XX/XX/XXXX that my payment had been received. See addendum AB

Company response to consumer: Closed with monetary relief