Consumer complaint received 2017-06-27
Company: Bread Financial Holdings, Inc.
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
1. On or around XX/XX/XXXX, I entered into a Promotional Plan # 3 that was supposed to be zero percent interest for one year. The plan was to expire on or around XX/XX/XXXX,  and had accrued interest of {$210.00} when it expired. 2. On or around XX/XX/XXXX, I received a letter from XXXX XXXX/Comenity offering me the opportunity to restructure my accounts into a zero interest account with a 60 month pay-off plan. " [ w ] e may be able to enroll you in a long-term program to pay off your account balance over 60 months, with lower monthly payments and no interest. Your scheduled monthly payments would be calculated by dividing your total account balance by 60. For example, if your account balance is {$6000.00}, your scheduled monthly payment would be {$100.00} per month, for 60 months. '' 3. On or around XX/XX/XXXX, I called the " Customer Solutions team '' at XXXX, and was advised that I would be eligible to enroll in the 60 month zero interest plan on XX/XX/XXXX. I was excited about this opportunity because I wanted to get enrolled prior to the expiration of the Promotion Plan # 3, which was to expire on XX/XX/XXXX.
4. On or around XX/XX/XXXX, I called back to enroll, and learned that due to a bank error that had caused several XXXX XXXX returns to be processed as payments on my account, that my account was therefore erroneously still not eligible and I would have to wait until XX/XX/XXXX to enroll. ( My account appeared to be current even though it should have been slightly past due. ) Individuals I spoke with at that time include XXXX ( would only give last four digits of id, XXXX ) ; XXXX, would n't give ID ). 5. By then it was too late to make a pay-off payment that could be applied to Promotional Plan balance # 3, to avoid interest, because such a payment would have had to have been made prior to XXXX, the cycle due date prior to the expiration date. 6. On or around XX/XX/XXXX, I finally did enroll in the 60 month zero percent interest plan to pay off my balance in full. This prevented another balance, Promotional Plan balance # 4, from being charged interest, as this balance was converted to zero percent on or around XX/XX/17. 7. According to my online transaction history on the Comenity/XXXX XXXX website, I was billed the amount of {$210.00} -- interest on Promotional Plan balance # 3 -- TWICE, including once on XXXX and a second time on XXXX. 8. I called today, XXXX, to have the amounts credited back. XXXX, supervisor, id XXXX, was rude and would not even let me finish my explanation before refusing my request and insisting I put my complaint in writing. She spoke over me several times and would not allow me to even finish speaking. ANALYSIS If it were not for the bank error, and if not for me having relied on information provided by Comenity around XX/XX/XXXX that created an expectation that my account was to be on a zero percent interest status prior to the expiration of Promotional Plan # 3, I could have avoided the interest charge one way or another. Either I would have been on zero percent interest as promised, or would have had the opportunity to plan or make arrangements to pay off the balance before XX/XX/XXXX, the latter of which did not seem necessary based on the correspondence regarding the acct. restructuring offer, and the information I was provided by phone. It 's bad enough to be charged once, when I should n't have been charged at all, but upon reviewing my online transaction history, I have been charged TWICE.

Company response to consumer: Closed with explanation