Consumer complaint received 2023-12-06
Company: Bread Financial Holdings, Inc.
State: WI
Product: Credit card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I received a call in XXXX telling me my XXXX XXXX XXXX payment was overdue and asking me to pay over the phone. I thought this was a scam call as I always pay my bills in full and on time. I hung up and called the phone number on the back of my XXXX XXXX. To my surprise it was overdue and I never received a statement in the mail. I assumed it was lost in the mail and paid my bill in full using the online app for my credit union. I then started to receive calls that my XXXX credit card payment was overdue for the same month, I also did not receive a bill in the mail for XXXX. I soon discovered both of these stores use Comenity Bank. This is very suspicious that the only two bills I didnt receive were both from the same organization. I also paid this bill in full through my credit unions online app. I thought the issue was over until I received my billing statements in XXXX. XXXX had applied my payment of {$500.00} on XX/XX/2023 and then removed this payment on XX/XX/2023. So, they charged me {$500.00} plus interest. I called XXXX who put in a request to investigate what happened. My XXXX statement also had an issue. First, with all of the phone calls, I double paid them. Once with interest and late fees ( {$130.00} ) and once without the interest and late fees ( {$100.00} ). The statement said I was late with my payment and consequently I was charged {$66.00} in late fees. I did not understand this because I paid the bill in full on my banking app several days before my paper bill came in the mail. When I called Comenity Bank they said this was my error in not getting my payment to them on time. I contacted my credit union who confirmed my checks to Comenity Bank were dated XX/XX/2023 and the XXXX tracking showed my checks arrived at Comenity Bank in XXXX Texas on XX/XX/2023. Yet, Comenity Bank did not process my payments until XX/XX/2023 resulting in the {$66.00} late fees. I called Comenity Bank back and explained the documentation I had from my credit union. They still refused to refund my money. I asked to speak with a supervisor. It took several attempts before they agreed to connect me. I heard the call picked up and then hung up disconnecting my call. I have also reached out to XXXX through email and phone. The customer service representatives are very nice and say they are expediting my concerns to a manager and I will hear back in 48 hours. I have still not heard back and this was over one week ago. I am asking for your help to get my {$66.00} back from XXXX. I also want to bring attention and hopefully an investigation of Comenity Banks unethical behavior. I believe their actions are purposefully dishonest with the goal of charging erroneous late fees and interest. When I spoke to the representative at my credit union she informed me Comenity Bank did something similar to her. When I asked what she did about it, she said nothing, she figured it would be a waste of her time and just paid them. This led me to wonder, how many people are Comenity Bank doing this to? This is not right and I am taking the time to tell someone about it. I hope you can help. I attached the credit card statements for XXXX from both XXXX and XXXX as well as the documentation from my bank showing the check dates and XXXX tracking information.

Company response to consumer: Closed with explanation