Consumer complaint received 2020-05-20
Company: Bread Financial Holdings, Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
This dispute is due to a late charge that was supposed to be credited in XX/XX/2020 to my XXXX XXXX XXXX Credit Card but never was although I was assured by Comenity Banks representative at that time that it would be. I took his name and ID number, but this information was in my office and due to Covid-19, I wasnt able to access my office and obtain this information and as a result could not include his name in this document. However, I trusted that he would assist me, especially in light of all of the issues with the virus and the continual notes from Comenity on how they were here to help. I had explained to this individual that I paid my bill on the day it was due in the amount of {$200.00} which was the balance due but due to an eye procedure was having difficulty seeing. I paid this bill at XXXX XXXX on XX/XX/20 and forgot the cutoff was at XXXX XXXX. which is ridiculous in itself so payment was not reflected until XX/XX/20. The rep didn't care even though I offered to get a doctor 's note to support this and instead he gave me a lecture about there are other ways to pay my bill. Given I have been a good paying customer and this was an unusual circumstance, he finally agreed to assist me and I believed he would do so..this was mistake number one. In XXXX, when I received a bill and saw it wasnt credited, I contacted them immediately and spoke to XXXX, ID XXXX at XXXX XXXX on XX/XX/XXXX and she assured me I would have a XXXX balance within 48 hours ; unfortunately, it didnt happen. Then I spoke with XXXX on XX/XX/20 when I received a call from Comenity to say my payment was late. I explained the situation to him and after holding for a while and him consulting with his supervisor ( he didnt have an ID number which I thought was unusual ) he told me that he saw the notes in the file, but that it takes three business days to get the credit to show on their end which was not what XXXX told me the day before so this was another indication that this wasnt being handled properly. I called back to follow up to make sure the credit was applied and spoke to XXXX, ID XXXX on XX/XX/20 at XXXX XXXX. and he said that the late charge was credited but it takes more time to credit the interest charge of {$5.00} but he too told me not to worry it would be taken care of. With every person I spoke with, I expressed my frustration and disappointment that the information I was being told never came to fruition. I also asked each one of them if my credit was going to be affected and they all reassured that it would not be reported since I didnt owe the money. When I followed up again and spoke to XXXX, ID # XXXX on XX/XX/20 at XXXX XXXX. I was told by her that all was good, and I had a XXXX balance. Then I noticed my credit score dropped significantly and found out that it was due in large part to the Comenity Banks notation that my account over 30 days late for in XXXX which was the late charge and in XXXX for the {$5.00} interest charge. 
I think this situation is a great example of a credit card company mishandling a customers account and negatively affecting my great credit standing even after repeated follow ups and promises on their end. I certainly documented each time I spoke with someone so they could not refute my calls and what they had promised me they would do and each time I spoke with another rep I would give them all of the different names and ID numbers of who I dealt with during this saga. Not only did this affect my credit standings, however, my spouse XXXX XXXX XXXX was also impacted by their incompetency. When I received my statement on XX/XX/20 which showed I was past due and then saw my credit report on XX/XX/20 I  called Comenity again and spoke to XXXX, ID XXXX and he apologized and told me that in fact they owe me {$5.00}. I have attached a copy of a screenshot of my online account view showing the credit and another which reflects the various late fees that they erroneously applied and then subsequently credited. This was a nightmare and I do not think I will ever use this card again! The real insult is I paid this account in XXXX before the promotional balance was going to expire to avoid paying a lot of interest when it came due in XXXX and this has been nothing but aggravation for the last three months. 

Now even though they owe me {$5.00} when I go into my online account I have the following message appear at the top : From 24/7 account management online to hardship assistance, we've got you covered during the COVID-19 pandemic. 
Payments Your account is past due. Please pay the minimum payment now to avoid additional late fees. Still need help? Please send us a message through Secure Message Center or contact Customer Care at XXXX. 

How is that even possible!!!!

Company response to consumer: Closed with non-monetary relief