Consumer complaint received 2023-10-03
Company: Bread Financial Holdings, Inc.
State: TX
Product: Credit card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I am submitting a compliment again Comenity bank for unfair practicing and wrongful charging of fees of my account, when it was their system that was having the issue when I was trying to log into my online account while I was out of town. As I normally don't pay online because of the early cut off period to make an online payment, I normally go into the local store to make my payment so that I am not late. But on XX/XX/XXXX between XXXX XXXX my time I was not able to access my account online to make payment because it was giving me a system error, so when I got home I tried logging into my account and was able to successfully make the make at about XXXX am ( my time ) of the full balance {$55.00}. Now Comenity bank has charged me a late fee of {$28.00} and when calling them twice on XX/XX/XXXX, their customer services leadership and fail to remove the late fee from my account in which I always pays my bill on time and never late. Now Comentiy bank has this one-fee waiver policy for XXXX XXXX XXXX so they claim is every 18 months. So they refuse to waive the late fee because of the XX/XX/XXXX credit they gave me XXXX ago, which has been verified and stated at that time there was a widely spread known system issue with customers not being able to make payments and access their account and Comenity Bank acknowledged that and agreed to waive ALL customers late fees from that time frame. Customers should not be punished by your system failures nor should they be penalized. That issue that was happening in XXXX should not go against a customer one-time fee waiver policy that Comenity bank has in place and nor should customers be subject to fees charged to their account when your system was the reason for their late payment. I have did a formal complaint on XX/XX/XXXX Reference # XXXX and did not heard anything as I requested from this complaint. So After filing XXXX complaint Comenity bank is still denying my request for the late fee removal and is failing to address all the proper cause of this, stating that their online system was working and to known it was not, cause I could not login. So the going back and forward with me ( the customer ) stating their system was not working for me to login and Comenity stating it was will be an ongoing battle to be proven, as Comenity Bank is failing to note their one-time fee waiver policy along with providing me with all the finding of my online account login attempts that was actually made, because Comenity bank is showing that the last time I login as of XXXX was XXXX XXXX and that is not correct, which also proves that their system has an issue if they are stating that my last long in as of XXXX was XX/XX/XXXX. Comenity bank needs to abide by their policies, and their policy is to allow a one-time courtesy fee waiver every XXXX, not considering the widely known system issue back in XX/XX/XXXX, that was affecting numerous customers not being able to access their online account.

Company response to consumer: Closed with monetary relief