Consumer complaint received 2022-11-18
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have a number of accounts with Comenity and I have never once had an issue so this circumstance is certainly outside of what I have traditionally known to be standard. 

I have an account back by Comenity Bank for Express Retail Store. I used the card solely to ensure usage for a single item purchase. The balance at such time was {$36.00} during the same billing cycle I paid the amount listed above with a live agent on a recorded line utilizing certified funds with a debit card payment for which a confirmation was provided. 

Months after the fact I took notice that my credit limit was slashed and 1,2,3 late fees in the amount of {$90.00} were assessed to the account. They advised payment never received I provided proof of payment via mail, secure docu portal through online account manager and they reviewed recorded call to confirm it was in fact made. 

They then proceeded to state they were having significant issues with their system in the month of XX/XX/2022 and this would be immediately rectified the three late fees credited back and amount shown XXXX out immediately then credit would be restored. 

They credited the three late fees and said please allow 1 cycle to see statement updated and credit limit restored. A month later this is still showing due they added three more late feee back and then increased interest and never increased limit again. 

I advised I was filing formal grievance and their response was my account would be subject to closure or reduced limit across all Comenity banks if I filed a complaint is this the mafia?? 

Their willful negligence, billing malpractices, conduct unbecoming of what a corporation should represent and the countless manhours and undue stress associated herein with respect to something for which I should not be penalized before has become so exhausting at this point I should be compensated for my time and damages let alone account IMMEDIATELY fixed Over 11 supervisors have confirmed this was being zeroed out now they call me non stop when I call to make a payment on an account that has nothing to do with this one they go through the run down of how I owe them money which I do not in fact owe how would I like to take care of it? Then when I advise yet again of the circumstance over and over and over and over again they get an attitude and put me on a significantly long hold, hang up on me or give me the runaround. I do not owe this account my limit needs to be immediately restored to date you have fraudulently assessed {$180.00} on a {$36.00} transaction was is wrong with you? 

Thats excessive by every stretch of the imagination. I paid and I paid with live agent this has been confirmed over 20 times now it has also already been stated many times over this was being XXXX out and credit limit fixed so why am I still exhausting efforts months later? Lets move to arbitration or legal immediately Unless fixed immediately and do not ever threaten me again

Company response to consumer: Closed with monetary relief