Consumer complaint received 2023-11-16
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
In XX/XX/XXXX, I purchased a new XXXX XXXX through it's site and was approved for 12 month interest free financing. In late XX/XX/XXXX, I received notice from XXXX XXXX that it would be transferring its financing responsibilities to Comenity Capital Bank and that I would be receiving a " Welcome Letter '' sometime in XXXX and that XXXX XXXX would be unavailable to obtain any information for several days while the transitioning was happening. I waited for weeks waiting to receive the information needed to make my last payment obligation. I was eager to make last payment. There was no need for tried to contact XXXX about the lack of communication, but was told that they could not provide any information about my account since the records were no longer with them. I was assured that I would receive the new information from Comenity Capital Bank. On XX/XX/XXXX, I called and spoke to Comenity Capital who acknowledged that my last payment was {$25.00}, which I paid over the phone, but I also was advised that since they had not received the last payment prior to it's due date I was in default and they were demanding that I pay them {$350.00} plus cents, since they were tacking on the interest. I explained I had not received any written communications from Comenity Capital Bank, that I have no information regarding the new account number needed to set up the online account and or to make payment. I discovered they didn't even have the correct spelling of my last name ( it wasn't even close ). I explained that I have no late payment history to speak of with the previous XXXX XXXX and that the payment was due during the time the transitioning from XXXX to Comenity in the month of XX/XX/XXXX. I spoke with a supervisor who indicated that it wasn't their problem, I asked to speak to someone in management. The supervisor said she would place me on hold in the interim, she then hung up the phone. After over XXXX hours, I had to start all over again. I finally spoke to a representative who indicated that they couldn't provide me my account number, but was willing to take my payment of {$25.00} in order to pay off the account. He also stated that I was the XXXX customer that day that was experiencing the same issue - no written communication, no contact information to make payment, and now was in default and being forced to pay {$350.00} of interest. I was assured that he was elevating the issue and not to worry about the interest in default, he stated this to me 3 times. He also stated he was initiating the Welcome Letter that contained the account number and that I would have it within 7 days. As of today 's date of XX/XX/XXXX, I have not received the Welcome Letter as promised or any other type of written communication other than a survey via my email address. I just learned that Comenity didn't even have my last name spelled correctly, not even close to the correct spelling. Chances are that's the reason I haven't received anything at all in writing, But I'm at fault for not having the information needed to make contact with XXXXComenity Capital Bank . THIS IS WRONG AND DECEITFUL AND I AM STILL IN LIMBO AND POSSIBLY COULD BE FACING LATE FEES AND WHATEVER ELSE THEY WANT TO THROW AT ME, BECAUSE THEY REFUSE TO PROVIDE WRITTEN COMMUNICATION AND THE NEEDED ACCOUNT INFORMATION. THEY WERE TRANSITIONING XXXX XXXX AND COMENITY BANK, NOT ME.

Company response to consumer: Closed with monetary relief