Consumer complaint received 2022-11-25
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XXXX I opened an account with XXXX XXXX in order to receive an in-store discount promotion. The total was about {$240.00}. On XXXX XXXX XXXX I paid the entire balance that was owed on this account. However, on XXXX  after I made the payment, Comenity placed an interest charge of about {$5.00} on the account. I received no notice or statements about this until mid-XXXX XXXX  Comenitys telephone and web services were interrupted during this time, and they notified customers that any late fees that were accumulated during that time would be waived. Due to this service interruption, I wasnt able to speak to anyone from the company until on or about XX/XX/. I explained that the entire balance had been paid off and that I received a finance charge after I paid and was not notified until they started adding excessive late fees, service charges and other finance charges to the {$5.00} charge, and that their call center and online service center said they would remove the late fees if they were charged. The lady said that she would remove the charges, and did so, bringing my account to a {$0.00} balance. However, as they did previously, they reversed a {$7.00} charge from that correction AFTER I spoke to them, and did not provide a reason for why, nor did they notify me. They reversed the charges the next day after I called them, no reason was given. I was not made aware of the new charges until after I was impacted by Hurricane Ian on XXXX I called Comenity after, in XXXX XXXX asking them why I owed them all this money when I paid everything off in XXXX XXXX XXXX and why did they reverse the charges after I spoke to them in XX/XX/. The representative was not able to provide an answer, only stating that I owed the money. I requested to file a dispute and informed them that I would be filing disputes with my credit bureau agencies. I disputed twice with XXXX and XXXX, and they are both reporting the wrong information from Comenity. To make matters worse, Comenity stated that when I opened the dispute with them, they would stop calling, texting, and attempting to collect the debt during the investigation period, which could take 30-60 days. However, Comenity has continued to call me and text me, and attempting to make me pay over {$100.00} for a supposed {$5.00} fee they charged me for and never provided documentation. Whenever their customer service reps call and I remind them that Comenity has ( supposedly ) opened a dispute, they say, Oh yeah, I see it here, sorry for the call. ( Why would Comenity reps continue to call, harrass and text me if were supposed to be in the midst of an investigation? ) As of the date of filing this complaint, Comenity has not provided any documentation that they are disputing the matter to me, no progress, updates or results. They have continued to report that I owe them $ XXXX all of which are made up charges, late fees, and finance charges. I paid this card off, and they have been destroying my credit and my life over {$5.00} they had already waived, and this is fraudulent, stressful as a Hurricane victim to deal with this company, and deceptive and wrong to say I owe them over {$100.00} when I have NEVER USED the card since I opened it in XX/XX/! Please learn from this - screenshot everything, even if its paid off, because any company, especially Comenity/Childrens Place , will reverse it in hope that they will exploit the fear of destroying your credit, in order to make you pay them for fees and charges you never owed.

Company response to consumer: Closed with monetary relief