Consumer complaint received 2019-08-29
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I received my bill from Victoria Secret on Saturday, XX/XX/XXXX that had a balance of {$140.00} and a due date of Sunday, XX/XX/XXXX. I placed a call to Victoria Secret Credit Card Services ( XXXX ) XXXX at XXXX XXXX  PST ( 7 MIN ) on Sunday, XX/XX/XXXX to pay my bill over the phone and was advised per the automated message my outstanding balance due was {$140.00}. After paying my bill and receiving the confirmation number XXXX, the automated message advised my balance was XXXX dollars. The following month, I received a statement from Victoria Secret advising that my balance had been paid in full, however a LATE FEE in the amount of {$27.00} was applied to my account with an interest charge {$2.00}. I thought this was some sort of error since I had paid in full, received a confirmation, and per the automated message had a XXXX dollar balance. On my birthday, XX/XX/XXXX, I went to Victoria Secret and made a purchase for approximately {$12.00}. I placed a call on XX/XX/XXXX to update my billing address and advise that after several trips to Victoria Secret, their employees would advise I would need to provide my social security number and driver 's license to use my credit card, despite always providing my Victoria Secret credit card for my transactions. Upon being prompted by the automated message, I was advised that my current balance as of XX/XX/XXXX was now approximately {$70.00}. I asked to speak with Customer Service to get clarification on this balance and spoke with XXXX who advise that I had incurred TWO late fees and TWO interest charges for not paying my initial balance of {$140.00} by XXXX XXXX  EST on XX/XX/XXXX and because Comenity Bank processed my payment the following day I had incurred the first late fee. I incurred the second late fee due to no payment for my first late fee. I asked to speak with a supervisor on how this could be possible when I had paid my full balance in good faith, was in good standing with my account, and had never received any notification, email, letter, or communication about any of these fees. I was then transferred to XXXX who proceeded to update my billing address, order me a credit card since Comenity Bank was apparently in the process of issuing new card ( this has been over 6 months that I have a useless Victoria Secret Credit Card from Comenity Bank ), and proceeded to tell me despite attempting to wave these late fees and charges, the system would not allow her due to a late fee waiver from XX/XX/XXXX. I reiterated I had paid the bill on time and could provide phone records and she advised that she could not change this. I requested to pay the bill in full and close my Comenity Bank / Victoria Secret account when she offered to waive one of the late fees. How can she suddenly waive one of the fees but not both when I have paid my balance in full and again not been notified? This is unethical and illegal business practices. 

I would like to be refunded by Comenity Bank / Victoria Secret for the all late fees and interest charges I was charged - in the amount of approximately {$57.00}. I have enclosed my phone records and the last statement I have received from Victoria Secret. 

Thank you.

Company response to consumer: Closed with explanation