Consumer complaint received 2023-01-25
Company: Bread Financial Holdings, Inc.
State: CO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
On XX/XX/XXXX I made a payment to my XXXX account for {$2600.00}. My minimum due at that time was {$340.00}. The extra amount was {$2300.00}. I called and requested that the promotional plan ( Ending on XX/XX/XXXX ) be paid in full with the extra payment I had just made. The balance on the statement for the promotional plan was for {$2200.00}, this was to avoid paying the interest of {$820.00} that was accrued. I called and spoke with a representative as I had been directed in the past to do if I wanted to allocate the payment to a specific plan. The representative that I spoke with assured that the payment would be applied to the promotional plan ending on XX/XX/XXXX and that the promotional balance would be met and paid in full. 
Instead, the additional payment was applied to a promotional plan, which was a reduced interest plan for 60 months. The payment made was for the exact amount which needed to be paid to the other promotional plan ( {$2200.00} ) which made it easier to follow the mistake. I called customer service again on XX/XX/XXXX to get it corrected and they told me they would submit a dispute. I spoke with XXXX, rep XXXX XXXXXXXX on XX/XX/XXXX XXXX XXXXXXXX XXXX. He assured that he was filing a dispute because it had not been done previously and that it would be taken care of. 
On XX/XX/XXXX I was charged interest for the expiring promotional plan, ( Ending on XX/XX/XXXX ) in the amount of {$940.00}. I again called XXXX on XX/XX/XXXX and spoke with a representative that reassured me this would be corrected in due time and to be patient. I understand that these things can take some time to investigate but this is not the first time that I have had this issue. I made an extra payment on XX/XX/XXXX for {$1000.00} which was the minimum and extra to be allocated to the plan expiring on XX/XX/XXXX for {$470.00}. I called and requested that the payment be applied to the promotional balance for that plan also. When it didnt get applied I called again and submitted a dispute for the interest of {$47.00} and I was assured that it would be handled. 
IT NEVER WAS CREDITED, I NEVER RECEIVED ANY NOTICE OF RESOLUTION. So you can imagine how I do not trust company assurances. Now I am having to pay almost {$1000.00} extra in interest for plans that I paid in advance and followed the procedures and steps that I was given by representatives at XXXX XXXX XXXXComenity Bank . 
I am asking for an expedited review of my account and a refund for the full amount of extra interest that I have been billed for. I have paid the plans before they were due and called in ahead of time to make sure I requested the allocation. This error is not on me, this is a result of your Comenity Bank. Please help me correct these errors and work to form a resolution that will prevent this from happening again either to me or to other customers as Im sure I am not the only XXXX. I mailed a letter to them as well requesting review. I received an update confirming that I did make a payment on XX/XX/XXXX for {$1000.00}, which was not the issue. At this point I am out almost {$1000.00}

Company response to consumer: Closed with monetary relief