Consumer complaint received 2020-12-10
Company: Bread Financial Holdings, Inc.
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XXXX I purchased a suit for my fathers funeral from a local XXXX store. At the register I was offered to apply for a store credit card through Comenity Bank to receive a discount. Although I told the saleswoman that I already had several cards, she offered that I was throwing {$30.00} away which would be a discount if I used their card for this purchase. Wanting to complete this already undesirable task I relented. 
When the bill came due XX/XX/XXXX I completed the process on line. When the section pertaining to my checking account information was to be completed I entered the information for my main checking account, one that I have had for 8 years with well known XXXX XXXX, and use for several similar transactions, with a check in front of me for the account and routing number information. Of special note is that as I entered this information I could not see the information for review, only dots. I entered this information in twice as I have done several times in the past. I completed the process, never seeing my routing number or account number, and with no verification process made known from Comentity/XXXX. such as a test deposit, ect. 
Around the time of due date I noticed that the payment had not been deducted from my checking account. I called the number on the bill and after discussion with an representative discovered that the bank account number was off by one number, so i was told. I was not given a reason for this error at the time, just that they had the wrong information. I restated my information to the representative and the payment was then processed paying the bill in full. Shortly thereafter I received a letter, dated XX/XX/XXXX which apparently took weeks to arrive, stating the bank had returned my payment, that my card was suspended, that I may be assessed a fee. It should be noted that my next bill of XX/XX/XXXX had assessed me a returned check fee of XXXX prior to that letter on the due date of the bill XX/XX/XXXX. It should be noted that later on I incurred a late penalty of XXXX which I called and had removed XX/XX/XXXX due to the circumstances. 
Upon receiving the bill I called and spoke to no less than 5 representatives and managers. I explained that there was nothing wrong with the checking account I had submitted for payment, there was ample funds for payment, that they had the account number wrong for an unknown reason, and that I cant be responsible for information I can not review or be aware of in any case. I was unable to resolve this issue with anyone I could speak with, and upon being told that the problem was my fault, it could not be their fault and that if I did not pay the XXXX the fee would double, triple, or more, I ceased to try further on the phone. 
Receiving further bills I sent in responses with the bills saying I dispute the bill and do not owe anything and on XX/XX/XXXX sent a letter explaining my case. My main point was that I can not be held responsible for incorrect information I have no opportunity to review, that there are many reasons why they could have incorrect account information on their end, keyboard issues, program issues, XXXX issues ( during this time a XXXX update had programs typing in numbers incorrectly! This is well documented, and I had experienced this problem personally. Further updates corrected the problem. ) There is also a problem usually occurring with password entry where the user types too quickly before the curser is ready. Many have experienced this problem, I know of a bank that this occurs often, XXXX XXXX. This is common knowledge, and as passwords are often just dots to the user, recently many sites have added a view password option. The password has to be retyped if the error is not visible. There is also the possibility that the error occurred on their end, whether manually or otherwise, although I have not been given any explanation on that matter, not that I could have prevented it anyway. 
The bank information in the Comenity/XXXX  pay site does not have an option to view the information you have typed in. Comenity should not be using a system whereas one can be penalized for information the user customer can not review, when Comenity uses no verification process of their own. 
On XX/XX/XXXX Comentiy/XXXX  sent me a letter rejecting my dispute. Prior to and going forward I was called several times a day, every day in an effort to collect this fee. 
At this time XX/XX/XXXX the amount due was XXXX, I was being charged a minimum interest charge of XXXX par month. 
In XXXX I was assessed a late fee of XXXX together with continuing interest bringing the total to XXXX. 
In XX/XX/XXXX another late fee was charged this time {$39.00}, bringing the total to {$100.00}. 
The next month the total was now {$140.00} and someone from Comenity called and left a message. I returned the call and explained that i had paid my bill in full and dispute any further charges, and that the charges for the undeserved fee then exceeded my original purchase and has multiplied 5 times the original fee in the last 3 months. I was told by that representative that I had never paid on my account an that they will not remove the charges. 
On XX/XX/XXXX I sent a certified letter similar to the letter I had sent in XXXX with some updates, claiming that at this point it was obvious that they were attempting to collect extra funds from me rather than resolve any issues or retain me as a customer. 
On XX/XX/XXXX Comenity sent me a letter stating they were reviewing my case. 
On XX/XX/XXXX Comentity sent me a letter offering help with a payment program. 
To date as of a bill due XX/XX/XXXX the amount due is {$230.00} all in fees and interest on fees, more than nine times the original fee, almost twice the amount of my original purchase that was paid in XXXX, that that has multiplied 6 times since XXXX, all from a disputed {$28.00} fee charged me before I had even established a method of payment with them for my first bill, in a situation I had no control over nor the ability to view the relative information. It should be noted that I have never been given any proof of error on my part, not that i could have viewed the error prior or be aware that there was a mistake being made in any case.

Company response to consumer: Closed with monetary relief