Consumer complaint received 2021-07-06
Company: Bread Financial Holdings, Inc.
State: NY
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:
Below is a copy of a letter sent to the creditor regarding the dispute. 

Re : XXXX Credit Card Account No. : XXXX XXXX XXXX XXXX The purpose of this letter is to serve as a follow-up to a telephone request made on XX/XX/2021, to dispute all late fees, interest charges related to said late fees, and any negative reporting activities regarding purchases made on or about XX/XX/2021. This letter also requests a period of extension to dispute late fees and associated charges accumulated during XXXX and XXXX billing periods since I, the debtor, has not received any account statements from Comenity - XXXX ( the creditor ). 

Prior to the creditors written notification received in XXXX, the debtor has been waiting for an adjusted account statement from the creditor for returned items and has accumulated {$100.00} in late fees and interest charges of {$18.00} during this adjustment period. Since the date of purchase, the debtor has not received an account statement from the creditor, nor has the debtor received instructions on how to claim credit for returns. 

On or about XX/XX/2021, purchases were made amounting to {$240.00} through the creditors website, purchased with the creditors credit card, with two items totaling {$78.00} returned to the creditor thereafter. According to the debtors records, the balance due to the creditor after the returns in XXXX should be {$160.00} without interest and further adjustments for payment. Today, debtors account balance with associated late fees and interest charges is claimed by the creditor to be {$370.00}. 

On or about XX/XX/2021, the debtor finally received an account statement from the creditor that indicated an inflated balance above the amount of what was purchased with an associated {$40.00} late fee for the billing cycle. Upon receipt, the debtor made plans to formally dispute and address the account discrepancy with the creditor and immediately instructed the debtors banking institution to send {$75.00} to the creditor until the issue could be resolved. Below is a copy of the payment confirmation ( Figure 1 ). 

<Figure XXXX. XXXX XXXX XXXX XXXX : Comenity XXXX payment confirmation.> On or about XX/XX/2021, the debtor received a voicemail from the creditor before the debtor could make a formal outreach and returned the call to the creditor. The creditor informed the debtor that the debtors XXXX credit card account was approximately three payments in arrears. The debtor explained to the creditors representative that she disagreed, she has not received account statements since the date of purchase and mailed a payment {$75.00} to the creditor on or about XX/XX/2021, which should have been received by creditor as of XX/XX/2021. The representative for the creditor informed the debtor the payment of {$75.00} was not received and claimed all late fees and associated charges were legitimate since the creditor assumes all account statements to the debtor were received. The debtor explained to the creditors representative that an assumption was made, and likewise, an equal assumption should be considered for a payment made. 

Recognizing information gaps existed between the creditor and the debtor, and informed payment was not received, the debtor requested to file a dispute to allow for time to validate information between the debtor, the debtors banking institution, and creditor to remedy and cure. Once notifying the creditors representative of debtors request to dispute, the debtor was passed along to other representatives within the creditors organization with each representative becoming successively antagonistic and obstructive. The debtor addressed the creditors representatives on their misconduct which was acknowledged by the last representative handling the call which shifted blame for the misconduct towards the debtor. The creditors representatives passed the debtor from representative to representative without explanation, withheld and refused validation of necessary account information from the debtor to remedy and resolve information gaps, attempted to collect the debt without advisement, threatened collection of further charges of the disputed debt in question, advised the debtor the calls were being recorded after the fact, and advised the debtor the creditor had no legal obligation to the debtor to abide by any collection law especially laws related to New York State. 

The debtor is requesting all associated late fees, interest charges related to the late fees incurred be waived, and any negative reporting actions be stopped in relation to this matter. The debtor has not received any account statements related to the purchase as mentioned above nor has received credit for the returned items. Comenity XXXX, the creditor, assumes the debtor has received account statements which the debtor has not, nor has debtors account been credited for a payment made in good faith. The debtor believes the base amount owed to the creditor with payment and refunds applied is {$89.00} ( without interest charges ). 

Upon receipt of this letter, the debtor is requesting the creditor to please investigate the location of the payment delivered on XX/XX/2021, make the necessary adjustments to the creditors to account for payment made in good faith, provide an adjusted statement to the debtors address noted above, validate the accuracy of the debtors credit card account information, waive all late fees and associated interest charges to remedy this dispute, retract any negative reporting ( if made ) [ DEBTOR NOTIFIED OF NEGATIVE REPORTING, FILED XX/XX/2021 ], and advise which address to send future payments to. 

If anyone should have any questions or concerns regarding this matter, please feel free to contact me at XXXX XXXX XXXX XXXX. 


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Company response to consumer: Closed with monetary relief