Consumer complaint received 2020-02-14
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 am having an ongoing issue with a XXXX XXXX credit card offered through Comenity Bank. 

XXXX-I received a bill for {$180.00} due on XX/XX/2020. On XX/XX/2020 I authorized an electronic payment from my checking account using the routing number on my check. When I posted my payment I saw an online transaction on my XXXX XXXX/Comenity Credit Card account stating " Payment-Thank You '' posted on the same date that I made my authorization. 

I logged into my XXXX XXXX/Comenity account and noticed I had a statement dated on XX/XX/2020 stating I had a fee of {$27.00} added to my account! Now I owe {$210.00} due by XX/XX/2020. According to my XXXX XXXX/Comenity online account there was a problem with my account number which I got directly from my check. I received no email, phone call, or text message stating there was an issue. 

On XX/XX/2020 I again authorized an electronic withdrawal from my bank and provided my checking account number. A transaction on my XXXX XXXX/Comenity online account posted on XX/XX/2020 stating " Payment-Thank You ''. I have been checking my bank account and my XXXX XXXX/Comenity online account everyday since XX/XX/2020 with no change seen. On XX/XX/2020 I noticed a new transaction stating the payment was returned! This transaction, though, has a date of XX/XX/2020 even though it did not appear until XX/XX/2020. I also see on my online XXXX XXXX/Comenity account there is a problem with the account number ( again ) even though the account number is on my check. I received no email, phone call or text message ( again ) stating there is a problem. I phoned XXXX XXXX and explained the ongoing situation with the electronic withdrawal and let XXXX XXXX know that I will be sending a check for {$210.00} to Comenity overnight. I also sent an email to Comenity explaining the problem their system is having with electronic withdrawal. I stated the check will be sent overnight and they will receive it by XX/XX/2020 for the full amount. I received a nasty reply on XX/XX/2020 from Comenity stating my XXXX XXXX account will be frozen and the information will be forwarded to the credit bureaus. I spoke with XXXX XXXX on XX/XX/2020 and was told there is no problem with my account and the letter is a scare tactic. I came home from work today and noticed Comenity has in fact frozen my account. 

I am very angry as Comenity is practicing business in a completely deceptive manner. They continue to add fees for electronic withdrawals that appear to go through successfully. After one week passes they then post on the XXXX XXXX/Comenity online account " Returned Payment '' with a date that is not indicative of the date the returned payment statement actually posted. They do not warn consumers of a " problem '' with routing numbers and lull the consumer into a false sense of security then wait one week to post a message on the XXXX XXXX/Comenity online account stating Returned Payment. The nasty letter only mentions electronic payments and that my bank " returned '' my payment. This is not true as there is no reason for my bank to return the payment since Comenity stated there was a " problem '' with my routing number to begin with! Where is the documentation they even spoke to my bank? 


Their billing statement from XX/XX/2020 states the following : Previous Balance {$180.00} Payment - {$180.00} Other Debits {$180.00} Fees Charge {$27.00} Interest Charged {$0.00} New Balance {$210.00} Past Due Amount {$0.00} They are charging me a " fee '' for a past due amount of {$0.00}? I can't even make sense of their billing statements. 

The check for {$210.00} was successfully delivered to XXXX on XX/XX/2020. I have the tracking number as reference and the log stating it was delivered. I feel like I have been completely duped into paying the fee of {$27.00} on top of having to pay {$26.00} to overnight the check as I don't trust Comenity or their electronic system. They failed miserably and have lost my trust.

Company response to consumer: Closed with monetary relief