Consumer complaint received 2023-04-02
Company: Bread Financial Holdings, Inc.
State: AZ
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I originally opened this account in XXXX of XXXX and never received the first billing statement so when I did it was already past my due date so I called them to talk about the issue and I sent them a check for the full amount with a late fee. I paid through XXXX XXXX Bill Pay on XX/XX/XXXX and Ulta Comenity on XXXX but when I spoke to them around XX/XX/XXXX to see if they got the check they told me NO and to place a stop pay on the check which I did and after I did that they deposited the check and when I called them they told me they had the check since XXXX. So they would credit me the XXXX late fee and it would show a credit but the statement obviously got all reversed again because my bank wouldn't clear the check so now there's another new late fee causing my bill to go to XXXX due to Ulta, Comenity telling me the check was lost. So I then paid in full the new amount just to be done. There have been no new charges since the first charge of about XXXX roughly. They are applying the checks after the due date and admitted to having the check on XXXX which the bill was not due until the XXXX of them month. I should have a XXXX balance now but last month there was a XXXX cent charge from interest from the late fees they should have removed but never did. I called again in XXXX saying there was a balance again of XXXX and what do we need to do because I call every month to square this up with you and somehow I accrue another late fee. The lady said if I paid the XXXX interest charge she would clear the XXXX and swore to me the statement I'd get in XXXX would be {$0.00}. Well, the statement came and it's for {$80.00}. They never took the XXXX off like promised and then charged me another XXXX late fee. They keep saying they aren't holding checks but my bank statement is showing it's sent through bill pay on a certain date the statement with the credit card is showing they are not applying the payment for around 2 weeks. 

I went in and paid online in XXXX to make sure this was cleared up and she promised should would take the late fee off but now in XXXX they reversed that late fee and added another one so it's XXXX. 
I purchased XXXX item for XXXX and I've now had to pay XXXX total for that one item because they aren't doing what they say and charging more fees. I've had to call every month since XXXX to get this fixed with empty promises of what they are gon na do. So today XX/XX/XXXX I just went in and paid the XXXX late fees on late fees that I was told they were removing just to be done!!!! I can't do it anymore and they are by far the worst company and seems a bit fraudulent. I have a great credit and they also told me this would not be reported to the bureaus but that was a lie to ... .they reported late payments on my credit. I'd like an investigation and a complaint filed on this matter because every month I tried to fix this but they fell short of what they told me. 

XX/XX/XXXX Ulta Card {$190.00} ... XXXX XX/XX/XXXX Check Cleared XX/XX/XXXX Ulta Card {$170.00} ... XXXX XX/XX/XXXX Stop/Return on XX/XX/XXXX they gave me a late fee for XXXX when the payment wasn't even due until the XXXX. I made the XXXX payment online on their site this time and the lady said she would make sure the XXXX was reversed and watch the account apply the XXXX when it showed up. The XXXX was XXXX day late and she told me should go in and reverse it to ensure there was a XXXX balance in XXXX but it's not there's two more late fees. I called today to discuss with them and they now were rude telling me they don't do that and I've used up 1-2 chances but those were used up due to their mistakes on not applying my original payment on time when they received the check on XXXX. It's crazy how I get numerous stories from each person I talk to and having to go through the process since XXXX is now getting beyond irritating that I felt I needed to file a complaint. 

Latest Transactions ( Statement XX/XX/XXXX - Today ) Date Description Amount XX/XX/XXXX Scheduled Scheduled {$80.00} XX/XX/XXXX LATE FEE DEBIT {$41.00} XX/XX/XXXX PAYMENT - THANK YOU - {$3.00} XX/XX/XXXX LATE FEE {$40.00} XX/XX/XXXX *FINANCE CHARGE* PURCHASES REFUND - {$0.00} XX/XX/XXXX REFUND OF LATE FEES - {$41.00} Review All Transactions

Company response to consumer: Closed with monetary relief