Consumer complaint received 2022-08-09
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
i have spent over 10-12 hours over the last 4 months dealing with comenity bank trying to get them to correct their billing on my promotional purchases that were suppose to be at zero percent interest for all purchases made between XX/XX/XXXX and XX/XX/XXXX. However, their agents on the phone say I was on a promotion from XX/XX/XXXX through XX/XX/XXXX which is wrong as i have already provided them with the documents printed out from their own online account portal showing the offer that I accepted and was enrolled in was for all purchases made during the XX/XX/XXXX thru XX/XX/XXXX promotional purchase period. I took the printouts out on XX/XX/XXXX and on XX/XX/XXXX with the date and timestamps and the online banking URL listed in the headers and footers for reference, which I uploaded to the comenity secure messaging portal to submit the original dispute that I was advised by a supervisor over. I am uploading a coupe of those screenshots or printouts below. Every month I have called them and spent a minimum of 1.5 or 2 hours on the phone with their phone representatives and their supervisors only to have to explain the situation and the error they made all over again and they started a dispute process back in XXXX and in XXXX they said they resolved it but they did not resolve it. They adjusted some promotional plan balance and then reversed it out. Then they have been charging me interest every month on a higher standard purchases balance than what I should have had since they were calculating extra interest on a {$1500.00} purchase charge that was made on XX/XX/XXXX which was the day this promotional plan of zero percent interest was suppose to be in effect. I have XXXX, XXXX XXXX, and XXXX and even submitting this complain online is very painful to type. and they have had me send messages in their online secure messaging portal explaining my issue several times. I told them even today that they already have everything from before that the agent even acknowledged she could see my messages and screenshots i'm the portal over the last 4 months or so but wasn't sure why the dispute team could't properly resolve this. So they wanted to me explain in detail via their online messaging portal what the issue was again and re-upload the documents that she just told me she could see the uploaded attachments already. I am a mortgage broker and have dealt with many other clients doing their loans and I have seen over the years many consumers have billing issues or other issues with Comenity bank which offers many store branded credit and charge cards. My account with them is a XXXX XXXX XXXX XXXX Credit Card. I have had it since XXXX of XXXX. I would encourage the CFBP to launch a class action case against this creditor/bank. I told the agent on the phone today from Comenity bank that I would be filing a complaint with the CFBP since they are giving me the run around and making me resubmit the dispute online again instead of just resubmitting the previous one with all the same documents. I went ahead and followed their instructions but at this point I have wasted at least 10 or 12 ours on the phone with them. 2.5 hours were just from today 's call where I had to explain the situation 3 times. The first rep for an hour and then she said she see 's everything that I uploaded and added the changes and balances up and agreed with me that they or their billing team has clearly made a mistake, but she could only send them a message since the dispute department isn't available on phone they can only message them. Then I said that doesn't help me and I wanted this escalated so she said she would let her supervisor know and I got transferred to the supervisor and spent another hour on the phone with her.. She didn't have all the info from the previous rep, just a basic summary. So after more than an hour she then also transferred me to another supervisor and I spent another 30+ minutes with her before we ended the call and I said you guys are pawning me off on other reps and we are going in circles and that I was now filing a complaint with the CFPB.

Company response to consumer: Closed with monetary relief