Consumer complaint received 2022-11-25
Company: Bread Financial Holdings, Inc.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
My Triple A credit card was transferred from XXXX XXXX XXXXXXXX to Comenity Bank in XXXX. I pay this card balance in full every month using my checking account bill pay option. The full payment was made in XXXX and the only change to the payment for XXXX was the amount. The XXXX payment was due on XX/XX/XXXX, the electronic transfer was made by my bank on XX/XX/XXXX and according to my bank, was received by Comenity on XX/XX/XXXX ( the due date of the bill ) in the amount of {$2200.00}. Comenity has not applied the payment to my account and I have sent several messages referencing making payments thru their website despite my explaining repeatedly that it was a billpay thru my checking account. On XX/XX/XXXX I spoke with an agent ( XXXX XXXX and she stated that I would not be penalized or charged interest on the balance. 

I requested a stop payment on the payment thru my checking account and they provided documentation that my payment was made and received. I submitted the documentation to Comenity. My next statement included a finance charge of {$84.00}. More requests wee submitted thru Comenity 's online communication system to remove the charge, credit the payment and correct the rewards that have stopped accumulating. Comenity 's response was that they were not " able '' to remove the finance charges as they are " correct '' because the bill wasn't paid in full the prior month. They stated they were 'investigating ' the payment and it would take XXXX days. So I have to pay an interest charge because they failed to process a payment correctly. I have to pay the balance again to avoid finance charges for a second month ( and a third ). 

None of these problems occurred with XXXX XXXX XXXXXXXX. When Commenity took over the account, they didn't send a bill, but sent an e-mail stating to make sure payments were made on time since they changed the due date. Their website is frequently down, so getting the payment information without a paper bill was a challenge. Their responses are obviously 'canned ' responses and the person handling their customer service demonstrates a lack of interest in actually resolving the issue. I spoke with XXXX on XX/XX/XXXX and she made her annoyance with dealing with my call obvious. 

I am seeking the correct application of my payment, retroactively posted to the due date. The removal of the interest charges. I would like these adjustments made in a timely manner so I can pay the actual amount due for the next statement billing date and not pay for the previous payment again and paying the interest. At least suspend those charges until the investigation into the payment is completed. 

After several attempts to send an online communication and having their website down, I looked to XXXX to reach them and found that most of the comments were very similar to mine. That the transition from XXXX XXXX XXXXXXXX was a disaster, that Comenity does not apply payments correctly or promptly, that their website is dysfunctional, and that their customer service agents are not helpful. 

Thank you for your time and attention and any assistance you can offer.

Company response to consumer: Closed with explanation