Consumer complaint received 2021-09-22
Company: Bread Financial Holdings, Inc.
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/XXXX, I contacted Comenity Bank regarding my Lane Bryant credit card about a notice I received stating my account had a past due balance of $ XXXX.I knew this was an error because I have monthly auto payments set up through my bank that always post before the XXXX of the month due date, and nothing hadchanged with this set up. 

I looked at my Lane Bryant account before I called customer service and saw that not only had no payments posted since XXXX, I had been charged several late fees and extra interest too.I then saw in mybank account that XXXX, XXXX, XXXX and XXXX 's payments had all been posted- I had cashed checks as proof. But I noticed that a few of the checks cleared much later than usual. 

When I called Lane Bryant Customer Service about these issues, I was notified that the mailing address for the payment processingcenter had changed and that this was probably the reason for the issues I was having with missed payments. I was never notified of this address change. The customer service agent told me I never would have known about it unless I looked at my statement online and saw the new address that was printed on it. I was then told the only way to resolve this was topost a message in the online messaging center about the issue and attach copies of the cancelled checks. And so I did, on XXXX. 

The four missed payments of {$65.00} finally posted to my credit card account yesterday - nearly a month after I first contacted Comenity about this issue. I suspect this is because I issued a complaint through the XXXX XXXX XXXX  They also reimburseda {$35.00} late fee and {$5.00} in finance charges/interest. 
Unfortunately, the following issues still remain : 1. LATE FEES : Overall I accrued {$180.00} in late fees because of Comenity'serrors : XXXX XXXX XXXX$29.00}, XXXX XXXX  $ XXXX - {$40.00}, XXXX - {$40.00}, XXXX - {$40.00}. 

- My XXXX payment was posted to my Lane Bryant account on XXXX, yet I was still charged a late fee of {$40.00} on XXXX 
- Comenity still needs to reimburse me for the remaining {$140.00} in late fees that are still on my account balance. 

2. EXTRA INTEREST : According to the 26.9 % interest rate, I did a basic calculation ( {$180.00} [ late fees ] + {$260.00} [ misposted payments ] to come up with the {$110.00} in extra interest that has been applied to my account as a result of customer service 's errors. I realize this calculation may not be accurate, but the interest I need to be reimbursed for is definitely a lot more than {$5.00}. 

3. CREDIT SCORE IMPACT : I am concerned that this situation may impact my credit score - if the false past due status of my account have been reported to credit bureaus, it must be corrected. And I will need it in writing that it has, if necessary. 

To date, I have contacted customer service three times and have written numerous letters through the online messaging center about these issues. Yesterday, I was told by customer service that I can not be reimbursed for more than {$35.00} in late fees. When I asked to be transferred to a supervisor, I was disconnected. My call has been disconnected every timeI call customer service.

Company response to consumer: Closed with monetary relief