Consumer complaint received 2023-10-15
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I have had a XXXX  card for many years. Five years ago I moved to a new address. I have received my XXXX statement at this new address several times since my move. I pay my card off often, so will go for months without a statement. Due to being out of work for a year, I hadn't made any purchases on this card until just this last summer when I had a job interview. I made a purchase at a store and put it on the XXXX  card ( Comenity Bank ) I waited several weeks for the bill. When I attempted to sign in to my account, multiple times, I could not ( I was told when I called their site had changed ). I called and was told a bill was mailed out and now I had a late charge. I said I never received a bill and could not pay online. They removed the late fee and I paid {$30.00} toward the charge. Upon investigation, she said the bill was sent to my old address. I was shocked. I hadnt lived at that address for 5 years, requested no address change and the abusive husband, who has been suing me for divorce in a very long and nasty lawsuit lives at that address, now has a new card and the statement! 
I asked for the card to be canceled, though I still had a balance and for a new statement to be sent. 
I still did not have a card number, no access to online payments or no idea when the bill was due ( except knowledge of generally when I paid before ). Three weeks later, still no card or statement had been sent. 
I called again to see what the problem was. Before speaking to XXXX agent, the recording told me my balance and it was the same as before, as if Id never paid the {$30.00} payment. I asked about this and was told I was charged another late fee! 
I explained what happened before, with the statement being sent to the old address, how my credit was compromised by Comenity and she refused to remove the late fee and interest charges. I was so upset.

She gave me an address to write my complaint. I again asked for a statement to be sent. To this day I still have not ever received the original statement. I only received one statement with the late fee and interest charges. I paid the rest of the balance that day, minus the late fee. I also asked to speak to a supervisor. 
The supervisor, by the way told me that my statement had never been sent to the old address, which is a lie, because the day I was told this the XXXX agent read off that address verbatim. How would she have known that? 
I have sent a letter to the Corporate office asking them to remove all the late fees and interest. However, in the meantime I am going to have to pay, because my one statement Ive received says minimum payment {$27.00}, or they will charge ANOTHER late fee.

I feel like I am caught in a scam. 
In the meantime, I did get a job and went shopping for clothes at XXXX XXXX and got talked in to the card for a substantial savings off my purchase. It turned out to be the same bank. I should have known better, they are owned by the same company. When I went to pay THAT bill online two days before the due date, the site was under maintenance! I tried again over the next two days and the same thing. I finally called and was able to pay it at 6 pm on the due date. I paid my bill in full. Wouldnt you know, they charged me a late fee? It was supposed to be paid by 6 pm Eastern time, while their entire site is under maintenance. Something is very fishy at Comenity. 
I have canceled both cards. I am also writing XXXX XXXX and telling them I will no longer shop in their stores. I do not know if they own this bank, but they are affiliated. Please help me make this right.

Company response to consumer: Closed with monetary relief