Consumer complaint received 2022-12-06
Company: Bread Financial Holdings, Inc.
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I paid off my credit card a day late and was charged a late fee. I called the Comenity and they said that they would wave the late fee. They made a mistake and did not waive the late fee. I thought the card was paid and closed. Then, I opened a bill and saw that they had charged me {$40.00} in late fees because they failed to waive the late fee that they assured me they waived. I called and spent hours on the phone trying to resolve this. Even though this was their mistake, they said that they could only waive XXXX of the late fees on this account that was paid off. I just wanted to end, so I agreed to pay the late fees except for the one that they agreed to waive. They agreed to waive the XXXX late fee again and she charged me for the rest. Again I thought that the account was paid off, but when I looked on the next bill, it still had that original late fee. I called again and they said it was because she accidentally charged me too much and it left less than a {$10.00} balance so it could not be waived. I again resolved this and had a XXXX balance just to end things. Then, I opened my next bill and it said that I had a XXXX balance, but now they have added " a late fee correction '' and charged me {$10.00} again even though I had a XXXX balance. I called and asked why in the world was I charged a late fee correction '' on a XXXX balance account that was all paid off and closed? They had no answer, but eventually after she talked to a supervisor, they said that they waived the {$10.00} - I have this on an audio recording and I have a reference number. Every day I have checked my balance and it still shows the {$10.00}, however. They assured me several times that this will go off my account and I will not be charged anything further. But, today when the {$10.00} is due, I called and it is still on my balance so I spoke with customer service and she said that it is impossible to ever get rid of this " late fee correction '' because my account is closed. So, even though XXXX people at Comenity on recordings assured me that this fake " late fee correction '' was removed- it is still there and they will be charging me a late fee on this late fee on an account that everything ( including late fees ) was entirely paid off and closed. So far, I have paid {$41.00} in late fees on an account that was paid off. I have been on the phone for hours about this. They say that they can not get a hold of a supervisor and then they just " accidentally '' disconnect me. I am now going to pay this fake " Late fee Correction '' fee amount on a XXXX balance and closed account, but I have found that they just keep on making up fees and charging me. The {$10.00} was due today and now I'm worried that even though I am going to pay it, it is after XXXX - so they will charge me a late fee on this late fee. It is obvious that Comenity is a scam. My most recent reference number for Comenity on this was XXXX. I have an audio recording where they said that they took the late fee correction off and assured me that I will have a XXXX balance.

Company response to consumer: Closed with non-monetary relief