Consumer complaint received 2020-06-10
Company: Bread Financial Holdings, Inc.
State: AR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XXXX Charged {$3500.00} to credit card to be paid in full by XX/XX/2020 over 6 months with no interest. 
Received first credit card statement with closing date of XXXX showing first payment due of {$120.00} on XXXX. 
XXXX made payment of {$120.00} which shows on my bank statement as an online payment on this date. 
XXXX Received next credit card statement with closing date of XXXX. This statement does not show my payment being made. A late fee of {$28.00} was assessed on XXXX. Statement shows past due amount of {$120.00}. Called credit card company and inquired why this does not show my payment and why a late fee. I was given a partial credit of {$15.00} instead of full credit for {$28.00}. I was told my payment didn't post until XXXX even though my bank statement shows it being paid on XXXX. I was not told I would only receive partial credit of the late fee. 
XXXX made payment of {$120.00} due on XXXX which shows up on my bank statement being paid on XXXX as an online payment. 
Received next statement with a closing date of XXXX. This statement shows my XXXX payment posted XXXX, a late fee credit of {$15.00}, my XXXX payment I made posted on XXXX, and another late fee assessed on XXXX of {$39.00}. I called again and was told to send an email for the {$39.00} credit disputed. I asked why this was assessed as I had made the payment early. I sent an email to go over what had happened. In a second email I also sent copies of my bank statements. I also signed up for their automated payments for them to hold out {$120.00} in hopes of preventing any further problems. 
The next statement shows a closing date of XXXX. It shows my payment ( that they retrieved on automatic pay ) posted on XXXX due date. My bank statement shows it came out on XXXX as a web payment. 
Received next statement showing a closing date of XXXX. It shows my payment of {$120.00} made on XXXX. I called again because I hadn't received credit back for the {$39.00} late fee assessed on XXXX. I was switched to XXXX different people and finally told to write a letter which I did and explained everything again asking them to credit me back the difference in the late fees of {$37.00}. 
Received next statement with a closing date of XXXX. It shows a late fee credit of only {$15.00} instead of the full {$39.00}, that was assessed on XXXX, and a payment of {$120.00} on XXXX. 
Received letter dated XXXX XXXX, 2020 from credit card company telling me they would research the problem. This was from my email request. 
Received letter dated XX/XX/2020 from credit card company telling me minimum payment was not made by due date and they would not remove late fee. 
Received letter dated XX/XX/2020 from credit card company telling me they would research the problem. This was from my correspondence letter. 
Received letter dated XX/XX/2020 from credit card company telling me the same thing as the letter dated XX/XX/2020. 
Received next credit card statement with closing date of XXXX. This statement shows payoff payment in full on XXXX except for the late fees of {$37.00} that had not been credited back to me. Then it shows promo finance charges put on the account on XXXX, of {$320.00}, and another promotional to revolving fee of {$37.00} with a balance of {$360.00}. 
I called again and spoke with someone who said they would credit me back the {$37.00} late fee discrepancy and would put me through to a supervisor. I went over the whole problem with her and was told she could not take off the interest added on to my account because I did not pay the {$37.00} late fee in dispute! 
Received next statement with a closing date of XXXX with a late fee assessed of {$35.00} and interest of {$6.00} for a balance now of {$400.00}. 
I have not received the next statement to see what has happened to my account since that phone call. 
This is totally outrageous! I have never had a bank treat its customers this way! 

All bank statements were sent to credit card company but not sure they were ever looked at to resolve this problem.

Company response to consumer: Closed with explanation