Consumer complaint received 2023-06-03
Company: Bread Financial Holdings, Inc.
State: MA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
On XX/XX/2022 we bought tile from the XXXX XXXX in XXXX, XXXX. using the 0 % financing that they offered. Several months later we found out this program was through Comenity Bank. We believe Comenity Bank acted fraudulently in this matter causing me many, many hours on the phone with customer service reps apparently reading scripts, much duress, damage to my credit score, negative financial impact on my resources, and the problem is still continuing. 
When we opened this account at the store we were told we would receive documentation concerning this financing, account information etc. in the mail. During the months of XXXX, XXXX and XXXX we called the store XXXX times, we were concerned because we hadn't received paperwork or a bill. We were told they looked into it, everything was normal and we should be receiving it. It should also be noted that during this period I received several ( XXXX or XXXX ) phone calls from a restricted number, which I didn't answer. I only know XXXX person who calls on a restricted number which I don't answer but he will leave a message. This is where the scam on XXXX 's part begins. On XXXX XXXX, I received a call from a restricted number, this time they left a message. It was concerning my delinquent account and I was to contact them so they could help me with it. Interesting that no messages were left until my account was delinquent, interest and fees had kicked in. As shown in my credit report the account was shown XXXX for XXXX and XXXX, and then XXXX for XXXX. Not knowing if this was a legitimate call we went to the store on XXXX XXXX. 
The XXXX said there was nothing he could do, we were on our own with the bank. We spent an hour and a half on the phone while in the store, and gave up, deciding to resume call on the way home. After hours of listening to a customer service rep reading scripts and telling me nothing they could do, I was put through to a XXXX, XXXX, XXXX. She repeatedly said basically the same things. They knew the bills and paperwork were going to the wrong address ( they were being returned to them ). they contacted me XXXX times ( the calls on a restricted number with no message ) but she didn't know how the phone system worked. They could have emailed, left a message, or contacted the XXXX XXXX which they didn't. I wanted to get a statement right away so I wouldn't be late with this months payment, but she said they couldn't do that and we would be delinquent again building up more fees and interest and further damage to my credit score. We were then basically bullied into paying {$570.00} immediately, which we did, and without being able to see a statement. We had to give payment information to her because at this point we still didn't know our account number so couldn't pay online. 
On XXXX XXXX I called customer service, ( XXXX? ) wanted to get a statement right away so I wouldn't be late again and to see what was included in my pmt of {$570.00}. She said she couldn't do that until Mon and it would emailed it to me. Also I was again told they couldn't give me my account number so I could view my account online. I would find out my account number when I received my card in about XXXX days. I did not receive an email with the requested statement. I will say that on that first payment XXXX was able to subtract the fee and interest, but now with the statement I just received, we are now back to adding interest, and this will mean many more hours of stress on the phone and watching my XXXX XXXX drop. We have acted in good faith throughout this horrific experience, my XXXX XXXX has been irreparably damaged ( including financial as it affects such random things as insurance rates, loan rates etc ) and my previously near perfect credit score reflects, I have always and also in this matter acted responsibly in financial matters. I believe Comenity intentionally made unidentified ( restricted ) calls with no message until they could assess penalties and then they could say repeatedly " we contacted you XXXX times ''. Also they were aware I was not receiving the bills. They made no attempt to help. There are no documents to attach except my damaged credit report, it started at XXXX before this, but they do have recorded phone calls which will substantiate all of this.

Company response to consumer: Closed with monetary relief