Consumer complaint received 2022-08-15
Company: Bread Financial Holdings, Inc.
State: DE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have had a dispute with Comenity Bank who manages my BJ 's Mastercard. My payments have been made from the same bank and the same account since acquiring the card and making auto payments. There was never any problem until I made the last 2 payments to pay the account off and they said they were never received. Payments were from XX/XX/2021 and XX/XX/2021. The dispute began in XX/XX/2021. They reported to the credit bureau that I had late payments in XXXX and XXXX even though the balance on the account beyond the disputed amount is {$0.00}. I forwarded all of the printed documents from my bank verifying the completed transactions between their 2 offices and even the internal transfer information from my bank was supplied, but, this still did not get them to make the correction. After 5 months I received the first investigation response letter where they stated my first payment was found. but, since my intent was to pay on the account of another person living at my address, they could not apply it to my account. The final payment they said it was not received followed by the explanation that that amount was received and returned to my checking account because they didn't know where to apply it. The second response letter said my name was on another account and that was the account my payment went onto to and the second payment was just not found. Fact stating that I live alone and no one uses my address and my name is not on any other BJ 's Mastercard and this can be verified through the credit bureau listing of all my credit cards. Certified mail has been used to forward all of the supporting documents to Comenity twice along with to the BJ 'S Corporate Office and my local Delaware Attorney General. Other offices have been contacted as well. There is a dispute in with XXXX for the second time and also with XXXX at this time. Even after finding out that they returned the second payment of {$65.00}, I later sent them over the phone {$75.00} when they left me stranded on vacation unable to use my card at the end of XXXX. The payments in question were on XX/XX/2021 for {$120.00} and XX/XX/2021 for {$65.00}. The reasoning they give is false and they can not verify anything and anywhere they say the money ended up recorded. My personal bank did everything they could and finally told me to report them to the XXXX They have now recorded 3 months of late payments to my credit report with a balance of now {$300.00}, but, don't even know where that amount has come to be. This all began with paying off a credit card with {$180.00} balance off. They have kept {$190.00} ... .more than the amount due, Comenity refuses to fix their mistakes. I have endless proof and not one of the customer service representatives can show or explain to me where they have come up with their false information. My only request at this point is for the account balance to be made {$0.00}, my credit report to be fixed and back to excellent standing and then for the account to be closed. At this time my credit score dropped XXXX points because of what they have done. These payments are nearing a year old and they will not do anything. I need this to stop and have my above request met after all I've had to endure and all of the expense of providing documents, mailings, calls etc.

Company response to consumer: Closed with monetary relief