Consumer complaint received 2019-03-28
Company: Bread Financial Holdings, Inc.
State: VT
Product: Debt collection
Sub-product: Medical debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
This is regarding a {$630.00} credit I should have received from XXXX Bank ( XXXX XXXX XXXX ). Please see below. 

From : YouSent : Thursday, XX/XX/XXXX XXXX XXXX ( ET ) To : XXXX BankSubject : Re : Late Fees or Finance ChargesMessage ID:XXXX Hello, I was specifically told to go through the message center regarding any dispute. Now you are asking me to provide a physical letter that has been explained in a number of emails already. You already have the details. If I do not receive the credit I will contact the Consumer Financial Protection Bureau ( CFPD ) to file a complaint. Thank you Please take care of this matter. 

From : XXXX BankSent : Sunday, XX/XX/XXXX XXXXXXXX XXXX ( ET ) To : YouSubject : Re : Late Fees or Finance ChargesMessage ID:XXXX Thank you for your recent inquiry to our Customer Care Department XXXX 
XXXX XXXX Bank issues your account and responds to all credit related inquiries. 

We understand how frustrating this must be for you. 

To submit a billing dispute, please write a letter and explain your concern. Include your name, address, account number, and the disputed amount or specific transaction. Please add any information that may help us, and include any sales receipts or other documentation that supports your dispute. 

Please send your letter and supporting documents to : XXXX XXXX Bank XXXX XXXX XXXX XXXX, OH XXXX To guarantee protection under the Fair Credit Billing Act, we have to receive your letter within 60 days of the date on the first billing statement with the disputed transaction. 

We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Hello, I'm referring to the {$430.00} charge on my first procedure in XXXX at XXXX XXXX. I talked with XXXX XXXX and provided to you the dates of contract and when the procedure started. I'm asking for a credit of the aforementioned amount because i made all payments on time given the date of when the procedure began. If I do not receive the credit i will contact the Consumer Financial Protection Bureau ( CFPD ) to file a complaint. Thank you From : XXXX BankSent : Sunday, XX/XX/XXXX XXXXXXXX XXXX ( ET ) To : YouSubject : Re : Late Fees or Finance ChargesMessage ID:XXXX Thank you for your recent inquiry to our Customer Care Department XXXX 
XXXX XXXX Bank issues your account and responds to all credit related inquiries. 

I apologize for the confusion this has caused. The account is billed for the procedure when the office representative processes the transaction. 
This typically occurs during the application process, usually as soon as you are approved. The finance charges are valid and will remain part of your account balance. 

I received your email about your account and noted your account accordingly. Thank you! 

We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I forgot to mention the resolving charge of {$190.00} which should be credited to my account as well. This, the total credit should be {$630.00}. That is the amount i will be asking the CFPB to have XXXX Bank/XXXX XXXX credit my account. Thank you From : YouSent : Friday, XX/XX/XXXX XXXX XXXX ( ET ) To : XXXX BankSubject : Re : Late Fees or Finance ChargesMessage ID:XXXX I forgot to mention the resolving charge of {$190.00} which should be credited to my account as well. This, the total credit should be {$630.00}. That is the amount i will be asking the CFPB to have XXXX Bank/XXXX XXXX credit my account. Thank you From : YouSent : Friday, XX/XX/XXXX XXXX XXXX ( ET ) To : XXXX BankSubject : Re : Late Fees or Finance ChargesMessage ID:XXXX Hello, I'm referring to the {$430.00} charge on my first procedure in XXXX at XXXX XXXX . I talked with XXXX XXXX and provided to you the dates of contract and when the procedure started. I'm asking for a credit of the aforementioned amount because i made all payments on time given the date of when the procedure began. If I do not receive the credit i will contact the Consumer Financial Protection Bureau ( CFPD ) to file a complaint. Thank you From : XXXX BankSent : Friday, XX/XX/XXXX XXXX XXXX ( ET ) To : YouSubject : Re : Late Fees or Finance ChargesMessage ID:XXXX Thank you for your recent inquiry to our Customer Care Department . 
XXXX XXXX Bank issues your account and responds to all credit related inquiries. 

I am happy to assist you today. When making a payment it is divided among the balances on the account. You currently have a deferred interest plan that expires on XX/XX/XXXX. You also have a revolving balance on the account in the amount of {$190.00} that is subject to finance charges each month that the revolving balance is not paid off in full. If additional purchases are made on the account and are not on a deferred interest plan, those purchases will be subject to monthly finance charges. The finance charge is valid and will remain part of your account balance. 

The payment is divided with a larger percentage going to higher interest rate balances. To pay the revolving balance in full so that all that remains to be paid is the deferred interest plan, you would need to pay the total balance of the revolving in the amount of {$190.00}, plus at least the total minimum due for the deferred interest plan in the amount of {$17.00}, for a total payment amount of approximately {$210.00}. Each plan has to be satisfied. Once the balance on the account from the revolving balance is paid in full, there will only be the deferred interest plan balance on the account remaining to be paid. Thank you! 

We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Hello, i just talked with XXXX XXXX. The credit app was signed XX/XX/XXXX and the procedure did not begin until XX/XX/XXXX. 
Therefore i should not have been charged interest for the procedure since i made payments within the required timeframe. Thank you and please reimburse my account. 

From : YouSent : Wednesday, XX/XX/XXXX XXXX XXXX ( ET ) To : XXXX BankSubject : Re : Late Fees or Finance ChargesMessage ID:XXXX Hello, i just talked with XXXX XXXX . The credit app was signed XX/XX/XXXX and the procedure did not begin until XX/XX/XXXX. Therefore i should not have been charged interest for the procedure since i made payments within the required timeframe. Thank you and please reimburse my account. 

From : XXXX BankSent : Wednesday, XX/XX/XXXX XXXX XXXX ( ET ) To : YouSubject : Re :  Late Fees or Finance ChargesMessage ID:XXXX Thank you for your recent inquiry to our Customer Care Department . 
XXXX XXXX Bank issues your account and responds to all credit related inquiries. 

We apologize for any confusion this may have caused. The 18 month deferred interest plan expired on XX/XX/XXXX. The balance is transferred from the promotional balance to the revolving balance. You will see the first debit in the amount of {$430.00}, for when the accrued finance charges are charged and then a credit to remove the charge from the promotional balance. The second debit is from when the accrued finance charges are added to the revolving balance. The charge for {$190.00} is the remaining balance on the plan and it was transferred to the revolving balance as well. The revolving balance is subject to finance charges each month the balance is not paid in full. Each statement provided the plan information as well as a reminder that the balance will need to be paid in full by the expiration date to avoid the finance charges. For better assistance, you may reach us by phone at XXXX. 

We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Hello, I talked with XXXX XXXX regarding the No Finance 18 month plan I began in XXXX. The promo plan was signed on XX/XX/XXXX. The beginning treatment date was XX/XX/XXXX. I made my $ 90 monthly payments on time with one inadvertent exception. At the end of the promo period I was charged all finance fees since it was considered late. I am requesting a refund on finance since I made all payments on time with one exception and because I was charged before procedure began. 

From : YouSent : Monday, XX/XX/XXXX XXXX XXXX ( ET ) To : XXXX BankSubject : Late Fees or Finance ChargesMessage ID:XXXX Hello, I talked with XXXX XXXX regarding the No Finance 18 month plan I began in XXXX. The promo plan was signed on XX/XX/XXXX. The beginning treatment date was XX/XX/XXXX. I made my $ 90 monthly payments on time with one inadvertent exception. At the end of the promo period I was charged all finance fees since it was considered late. I am requesting a refund on finance since I made all payments on time with one exception and because I was charged before procedure began.

Company response to consumer: Closed with explanation