Consumer complaint received 2022-01-19
Company: Bread Financial Holdings, Inc.
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
During our trip to the mall in XXXX, NC, on XX/XX/XXXX we visited the XXXX XXXX retail clothing store. My wife picked out several items and when we arrived at the checkout counter, the cashier presented us with the offer to save 20 % for simply applying for a store credit card. We decided to apply and once approved we checked out. The cashier provided our receipt of purchase, along with a brochure and another receipt with the information for our newly open store credit card. 
In mid-early XXXX, I can't recall the specific date. I attempted to check the status of the account using the materials provided by the cashier the day we originally open the account. We had not received a statement or a physical card. I tried to call to check the balance, as well as the link for online payment and found that I couldn't access the account without the XXXX card number. The receipt provided at purchase did not provide this information, so we couldn't use that. Once I realized that I wouldn't be able to access the account or make a payment, I reached out to customer service via the number written on the brochure. After working through the automated service, I eventually was able to make contact with a customer service representative. Once I explained what we had been trying to do, the representative recommended on the issue a new card. When I asked about making a payment, he said that I would need the card number to make a payment over the phone, but he assured me that the first statement wouldn't be due until XXXX. When we received our reissued card in the mail, shortly we went online to make a payment. After gaining access, we were able to see that the payment was due on XX/XX/XXXX, it was XX/XX/XXXX. We paid the balance in full by providing our checking account information. Today, XX/XX/XXXX, I went online to check the status of the account and noticed a late charge applied in the amount of {$29.00}, which was post-dated XX/XX/XXXX. When first accessing the account this charge was not there. Additionally, the account balance was showing an applied interest to the late charge of {$2.00}, dated XX/XX/XXXX. I don't know that I was surprised, but I wasn't worried due to the circumstances. I then proceeded to call customer service again in an effort to get the charges removed. I made contact with a representative named XXXX, he didn't offer any other information that could identify him, as the last name or employee #. I explained to him the circumstances, letting him know that we had attempted to pay the balance weeks prior, and due to the process where we had to have the XXXX card number we couldn't make payment. I asked if he could remove the additional charges, he said he would check. He came back and said that I didn't qualify. I don't know what the qualifications are, but to ensure that he understood the situation accurately, I explained again the attempts we made to make payment. He continued to tell me that the charges wouldn't e removed because it was late, even though I called and tried to make a payment. I see these as reasonable circumstances, being that even though I attempted to make a payment week in advance, their way of processing payment didn't give us the opportunity to do so. I understand the need for a business to have established processes in receiving payment, but there should be a process in place for a new customer to make a payment even if they have received a card in the mail. Someone making a payment or paying off a balance wouldn't be an indicator of fraud. I don't see this as an issue on that where the consumer should be responsible for a late payment because they didn't have a workaround or alternative process in place for making payment. It should be the responsibility of the business to make efforts reasonable for the consumer to make a payment. If the processes that they have in place make it difficult or put the consumer in a position that they make a payment until a later time, then the business shouldn't put the responsibility on the consumer. I understand that late fees and charges are part of their business model, but if the consumer makes a reasonable, early, and effort to make a payment and can't, then the consumer shouldn't be responsible for a late fee. Either way, I attempted to make a payment week in advance and was told to wait due to their process. When I was able to make payment, I did and should not have been subject to any late charges. Coincidentally, the payment was due by XX/XX/XXXX and when I finally gained access to make payment through their online service, it was XX/XX/XXXX.

Company response to consumer: Closed with monetary relief