Consumer complaint received 2021-12-23
Company: Bread Financial Holdings, Inc.
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
Greetings, On XXXX XXXX, 2021, I consulted with XXXX XXXX about possible hair therapy. The XXXX consultant, XXXX sold me a {$4100.00} package and issued that loan under my personal credit through Comenity Capital Bank- XXXX XXXX XXXX XXXX XXXX . The minimum payment amount was originally set to be around {$150.00}, however, I adjusted it at {$200.00} as a good-faith amount to pay my account off earlier, assuming my income and situation remained the same. To date, i have only used and paid for 2 months of services ( XXXX and XXXX of 2021 totaling {$150.00} min payment/per month x 2 months= {$300.00} ). However, since I elected to pay more than minimum payment at {$200.00}, I ended up paying {$400.00} for these months. 

In XXXX of 2021, I was placed in an unfortunate hardship where I would no longer be able to be seen by XXXX, and unable to make the payments. As a result of this hardship, I contacted XXXX in XXXX of 2021 to cancel my existing appointment. However, I was still charged the monthly payment of {$200.00} on XX/XX/2021. I then contacted commenity bank of the situation and requested cancel the prorated loan of {$4100.00} and to refund me the prorated difference for services i did not receive. Commenity bank advised they would un-enroll my account from autopay, however, I had to contact XXXX XXXX for them to submit the cancellation request to Commenity Bank to issue the prorated refund. I was also advised by another XXXX office in order to cancel my membership, all i had to do was mail a written cancellation request to XXXX 's mailing address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, FL XXXX, which I did on or about XXXX XXXX, 2021. 

I then contacted XXXX XXXX to request for a prorated refund and cancellation, in which i spoke to a gentlemen who advised that he was unfamiliar with the cancellation process and advised I call back later. I contacted Commenity Bank again to check on the status of my refund/cancellation from XXXX, in which Commenity bank advised they still did not see the cancellation request from XXXX. Thus, I filed a dispute through Commenity Bank to launch an investigation against XXXX. On XX/XX/2021, I finally got a hold of XXXX XXXX 's manager- XXXX to check on the status of my cancellation request. During this phone call, I was put on hold, had the phone disconnected where I had to call back multiple times and was given the run around. 
Upon calling back again about my cancellation request, I was eventually transferred to XXXX, who advised that she will put in the cancellation request, for me to expect a phone call back from her within 24 hours confirming the cancellation, and for me to continue making the monthly payments. I asked her why am I supposed to continue making payments on something that is being canceled? 

It has now been over 1 week since XXXX of XXXX XXXX was supposed to call me to confirm my cancellation request-but still hasn't. I again contacted Commenity bank who, contrary to XXXX 's advice, advised that I did not have to make any payments during the dispute process. However, i continue to receive payment reminders that my payment is due! I feel that i was swindled into a deceptive contract with no way out besides consulting with a 3rd legal party. Please help!

Company response to consumer: Closed with explanation