Consumer complaint received 2021-10-22
Company: Bread Financial Holdings, Inc.
State: NE
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Around XX/XX/2021 I received a statement from XXXX ( Credit card serviced by Comenity Bank ). In this statement I had an ending balance of {$680.00}. The statement had a minimum payment of {$35.00} with a payment due date of XX/XX/2021. I made a payment in full of {$680.00} that was completed and cleared on XX/XX/2021. This was clearly before the payment due date of XX/XX/2021. So, I figured I was done and owed nothing further. I didn't realize that I was charged a finance charge of {$6.00} on the XX/XX/2021 statement. I wasn't aware of this until recently. I finally decided to open a e-statement because it was weird I kept receiving them, figured its just showing me {$0.00} balance due. During my review I discovered that I was being charged interest fee and late fee 's. On XX/XX/2021 I made a phone call to Comenity Bank via the phone number on the statement to get assistance and help me not only understand why I was charged interest fee on a balance I paid in full but hoping they would understand and reverse the late charges and fix my credit bureau report. Well, after about 41 minutes on the phone and being transferred 7 times to finally have someone somewhat clearly explain the situation and help me get rid of some of the charges. I did make a payment on XX/XX/2021 for {$36.00}. The lady on the phone indicated this would be the payment and the rest will be forgiven. Great! I ask if I would be surprised with an additional interest fee, she stated yes you may be charged a small interest fee. This is unreal. 

Next, I ask if I could have the company fix the credit reporting. I was told to send a message using the secure message center for assistance. They should be able to help you. So I did on XX/XX/2021. On XX/XX/2021 I got a response back from an agent who gave me this long biography of how they charge interest etc. Then I was told that she can't help me with the credit reporting issue that I must write a letter to their company to review. I have been given the runaround a lot the last two days I have been dealing with this bank. Clearly, the staff is unaware of the process or procedures. 

I want Comenity Bank to review this case, clearly show me how you calculated the {$6.00} interest charged accessed on XX/XX/2021 statement. Also, if you are going to charge interest after the fact when a balance in paid in full on time, then you should inform your customer of this. My other banks don't sneak around like this. 

You know I got this card because I was under the impression that I would have a promo period where if I paid it in full during a certain time I wouldn't be charged interest. Well, when I got my statements, XX/XX/2021 specifically, I noticed that wasn't true as I was getting charged interest. This is why I paid it in full. I was probably mislead or misinformed. I didn't take any action then, because I just felt like I should just pay for it in full and be done. I really hope the XXXX XXXX staff are not misleading customers. That can be a big issue for them and Comenity Bank. 

Again, I want someone to look into this, understand my situation and correct my negative credit reporting.

Company response to consumer: Closed with explanation