Consumer complaint received 2022-06-22
Company: Bread Financial Holdings, Inc.
State: MO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
This is the second time I have HAD to submit this claim due to this company continuing to play games. They are claiming that they did not have permission to speak with you regarding this issue even though I sent you to speak with them. They have continued to charge my account late fees and interest on top of 18 months of interest during this entire process. They are reporting ALL of this to the credit burros and negatively affecting my credit rating. My wife has already paid the {$3.00} that THEIR EMPLOYEE advised one week prior to us paying our account off was NOT DUE to have a XXXX balance on our account. I want the company to credit my account for ALL fees AND INTEREST that they have charged us due to their error and NOT ours since we consulted with them a week prior to us paying off our account. Please see the following for the full explanation of what happened. 

I purchased a set of XXXX  XXXX through the XXXX on a 18 month deferred interest promotion. We made a payment of {$400.00} on the XXXX of XXXX, and then Comenity Bank took another {$400.00} UNAUTHORIZED payment out of our account on the XXXX of XXXX. When we realized what had happened we called them and agreed that they would use that second {$400.00} payment as our XXXX payment. When we received our XXXX bill we noticed that they had charged us a late fee and penalty charges. When I called on approximately the XXXX of XXXX I spoke to several representatives before I was finally transferred to a supervisor named XXXX out of Ohio. ( this is where he told me he was located ) I questioned him why they were only returning {$1.00} for each of the 2/ {$2.00} late fees they were crediting back. He informed me that the late fees had been refunded and the penalty fees had been removed and the balance on my account was {$360.00}, and by paying this amount the account would be paid in full. He then informed me that being on a Friday that I should give it till the following Wednesday for the charges to successfully be removed off the account. On XX/XX/XXXX we accessed our account online and it showed our balance was {$360.00} so we paid off our balance as it showed. Then in XXXX we received a bill saying that we did not fulfill our obligation by {$3.00} ( which miraculously is also the amount if you add {$1.00} and {$1.00} together, AND is also the amount they moved from promotional to revolving status, so they charged us 18 months worth of interest. ) I called and spoke to another supervisor about the entire situation and she informed me that there were detailed notes on our notes left by XXXX. She also said that she didn't see why the {$3.00} was moved outside the promotional plan, and that our dispute should be taken care of and reversed, as the notes were so detailed. She then proceeded to escalate our case to the dispute office. We received a letter dated ( Saturday ) XX/XX/XXXX letting us know that they had received our dispute and they would research it. The second letter was dated ( Saturday ) XX/XX/XXXX stating VERY vaguely that they were NOT going to do anything for us as there was information on every months bill explaining what would happen if we did not pay off our bill on time. At the bottom of this letter it states that if we do not agree with the decision that we can call the customer care team and provide additional information. When we called numerous times we were informed that there was nothing that they could do as the case was already disputed and closed. We have asked for the recordings of the conversations that we had with people to be sent to the dispute office and to have a copy sent to us as well. We were informed on XX/XX/XXXX that somehow NONE of our calls had been recorded and when asked if the call we were on just then was being recorded they said no, even though when you call in the very first thing that is said is " Calls are recorded for training and quality assurance '' but yet somehow NONE of our calls have been recorded, and no one will send us the notes on our account as this is our only proof of the conversations that we had with these supervisors. No one thinks that they need to record phone calls for things like this.

Company response to consumer: Closed with explanation