Consumer complaint received 2023-08-21
Company: Bread Financial Holdings, Inc.
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2023, my bank, XXXX  XXXX, sent a scheduled bill payment of {$140.00} to my XXXX XXXX credit card ( which is owned by Comenity Capital Bank ) on my behalf. On or about XX/XX/2023, I started receiving calls from XXXX XXXX regarding a missing payment. I logged into the XXXX XXXX website to check my account. I did not see the XX/XX/2023 payment for {$140.00} in my transactions on my XXXX XXXX  account and I called them to inquire about this missing payment. I was told it could have been lost in the mail and to check with my bank to see if the payment had been received. I made a payment right then, on XX/XX/2023, for {$160.00} to cover the minimum payment due and the late fee I was charged for the missing payment. I contacted my bank, XXXX XXXX, and they informed me that the check they sent on XX/XX/2023 for {$140.00} ( check number XXXX ) had been deposited by Comenity Bank on XX/XX/2023. I requested a copy of the cancelled check images from XXXX XXXX, which I received on XX/XX/2023. I sent a secure message to XXXX XXXX via my online account explaining that my payment was still not credited to my account, and I attached the images of the cancelled check from my bank as proof that the payment was indeed received and deposited. I have also attached the same images of the check from my bank showing it was deposited into Comenity Banks account at XXXX XXXX XXXXXXXX with this complaint. XXXX XXXX messaged me back and said they would research my issue and get back with me. They also sent a message stating that " until we find the best resolution for your concern, we won't collect the amount in question or report you as delinquent to the credit reporting agencies. '' I have included copies of the messages between myself and XXXX XXXX as well as a copy of the letter sent to me via USPS mail on XX/XX/2023 with this complaint. I continued to make payments to my account. My payments are due on the XXXX of each month and I made a payment every month since the missing payment in XXXX, which they stated was under investigation and would not affect my account until it has been investigated, which could take up to 90 days. Despite being told by XXXX XXXX on XX/XX/2023 via secure message that " until we find the best resolution for your concern, we won't collect the amount in question or report you as delinquent to the credit reporting agencies '', and making a payment every month in excess of the minimum amount due, I have incurred XXXX different late fees totaling {$110.00} to date and my account has been reported as 30 days and 60 days late/past due, which has caused my credit score to drop over XXXX XXXX at all three credit bureaus. Before this incident, I have never, ever had a late payment reported on my credit. I also contacted all three credit bureaus independently to have this erroneous information taken off of my credit reports and when they contacted XXXX XXXX, they were not told anything about the missing payment that was being investigated, they were only told that two of my payments were 30 days late, which has never been correct. I received another letter from XXXX XXXX on XX/XX/2023 stating that they were unable to verify our bank received the funds for this payment and that their investigation was now closed. I contacted XXXX XXXX via phone again on XX/XX/2023 when I received the aforementioned letter in the mail and was told the investigation was closed and they didnt find the missing payment. I submitted the check images from my bank again showing the check for my missing payment was deposited into their bank account and was told that they would investigate the missing payment issue again. I received a letter on XX/XX/2023 stating recently, you mailed us a copy of your cancelled check. We appreciate you taking the time to do this ; however, we must request another copy. The original was illegible, and we are unable to read the information necessary to research your dispute and once this information is received, we will be happy to make the necessary adjustments to correct your account and finally that at this time, our investigation is concluded. I called XXXX XXXX on XX/XX/2023 when I received the aforementioned letter and asked if they could see the images of the check I submitted to them on XX/XX/2023, to which the representative stated she could see the images. The representative, who said she was a supervisor, stated they would issue a courtesy removal of the negative information on my credit reports and that I needed to upload the cancelled check images again and they would reopen their investigation. I went onto my XXXX XXXX account and sent another secure message ( copy attached ) with the check images attached to it again, asking for the investigation to be reopened, as she instructed. To date, I have not had any other response to this issue and my credit scores are still showing a late payment sometimes two late payments for XXXX and XXXX- which has significantly impacted my credit score. I would appreciate your help in this matter.

Company response to consumer: Closed with monetary relief