Consumer complaint received 2023-01-10
Company: Bread Financial Holdings, Inc.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Subject : Comenity Bjs Wholesale Mastercard, card ending in XXXX I need your help. 

I paid off this credit card, even received a letter from them stating my balance was {$0.00}. I cancelled the card and then I started receiving late fees for owing them nothing. I believe I am being harassed since I turned to you for help in XX/XX/XXXX. At that time Comenity did not credit my account ( {$120.00} ) for the full amount on my check ( {$120.00} ), where Comenity started to assess interest. You were very helpful in getting that issue resolved. 

Timeline : XX/XX/XXXX : My last purchase on the card was for gasoline at BJs for {$35.00}. It has not been used since. 

XX/XX/XXXX : I paid my bill on-time and in-full, {$290.00}, ( check number XXXX ) in Comenitys provided envelope with their address showing thru the envelope window. Payment was made before the due date XX/XX/XXXX. I always take my mail to the post office and drop it in the inside collection point or with the post office teller. Note : I received it back from the post office XX/XX/XXXX. In speaking directly to the post office teller, who reviewed the post offices printing on the envelope, I was told the letter was routed 3 times before being returned to me. The outside of the envelope was marked, Return to Sender, Not Deliverable as Addressed, Unable to forward. See attached. 

XX/XX/XXXX ( Sunday ) : I received a text from Comenity, they were trying to reach me ; I thought it was a scam and decided to call them using a phone number I identified as being Comenity, on a regular business day to verify. 

XX/XX/XXXX ( Monday ) : I called Comenity who stated they did not receive my XX/XX/XXXX payment. Per Comenitys associate I now owed {$640.00}, he dropped all fees ( late and interest charges ). {$640.00} was correct. I immediately wrote the check in the full amount ( check number XXXX ) and had it at the post office within the hour. 

XX/XX/XXXX : Received the XX/XX/XXXX bill payment envelope back from the post office, see above. 

XX/XX/XXXX ( Sunday ) : I spoke to Comenity associate, XXXX and stated I received the {$290.00} bill/envelope back from the post office, it had been returned to me unopened and I believed there was a problem with Comenitys mailing address. I explained in detail what had happened and she stated the address was correct. 

XX/XX/XXXX : According to my bank, check number XXXX cleared for the full amount, {$640.00}. This was before the typical monthly due date, the XXXX of the month. Payment was not late. 

XX/XX/XXXX : I spoke to Comenity, the {$640.00} was received on XX/XX/XXXX. Per the associate, there was {$0.00} due on the account. I cancelled the Comenity BJs card at that moment. 

XX/XX/XXXX : I received a letter stating, excerpt : Your current balance is {$0.00}, and you will continue to receive monthly billing statements until any balance is paid in full. See attached. 

XX/XX/XXXX ( Saturday ) : Received a bill for {$5.00} ( marked interest charge on purchases. ) Note : No purchases were made since XX/XX/XXXX. 

XX/XX/XXXX ( Monday ) : Spoke to Comenity representative XXXX. He was to zero out the charges. 

XX/XX/XXXX : Received a bill for {$13.00} ( {$5.00} previous balance, {$5.00} new late fee, {$2.00} interest charge ). 

Should you need any documentation, I can provide it. 

I have tried to resolve this myself, without any luck, can you help? As I keep trying to resolve this with Comenity representatives the interest and late fees keep adding up and they do not do what they tell me on the phone. I can not get free of Comenity. 

XXXX

Company response to consumer: Closed with monetary relief