Consumer complaint received 2018-12-03
Company: Bread Financial Holdings, Inc.
State: FL
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:
In late XXXX I bought several thousand dollars of furniture from XXXX. 
I had an agreement to pay the furniture off without interest. I understood the payments to be due no later than XX/XX/XXXX. I made payments monthly prompted by an email sent to me. An email came monthly from XXXX XXXX stating your payment is due. I set the date for payment on the automated system and kept track of my payments as I was eager to pay the balance due before the end of the initial term. 

In XX/XX/XXXX with a balance due of {$610.00} I made my final payment. 
I was subsequently sent notification that the end of the time period to pay without interest had lapsed in XXXX. I was told that I should have looked at my statements to know this. However, I've repeatedly explained that the emails and statements I received and responded to monthly were not clear about when the term would end to pay the loan in full without interest. I have paid off such loans before and it has always been clear when funds were due without interest. I feel the information was hidden from me by virtue of my having to click through several layers of information on line to see this deadline ... rather than clearly stating the deadline was coming in the email itself or certainly on the page where I set up monthly payments with my bank. 

I have called the company every few weeks since early this year to settle the matter and negotiate a settlement with the Bank. The people who work there are completely incapable of helping. They listen, put me on hold, send me to another person, who states they can help and they really are not able to do so. 

As the months have gone on XXXX/XXXX XXXX just keeps adding more interest and more late fees to the account. Where I owed {$610.00} in XX/XX/XXXX, I now owe {$1100.00}. 
Late fees and interest are added monthly. 

They instructed me several months back to go on their website and explain my issue in their consumer center. I did so. I waited for an answer. First they did not answer. Then they answered in a general letter, but never addressing my specific problem. I called again asking if I could negotiate with someone in collection as months had gone by as I am willing to make a payment of some kind. By that time I was 6 months in arrears. They told me they would issue me a credit ( which they did not ) and reset my delinquency back to month one, explaining this would help me. Of course, it did not help me. While this is going on, I have received a 100 robo calls or more all day long on my cell phone and home phone number. During the robo calls no one who calls me has read the details written by the various employees who I had already spoken with. At one point, the robo caller suggested I " contact a lawyer before it is too late. '' I have been eager to settle the matter for months. 

Can you please help me find a solution. I feel they have dragged me on intentionally with all my calls and all their robo calls just to add more interest and add more fees. I've read about them on line too and see they are known for these kinds of actions.

Company response to consumer: Closed with explanation