Consumer complaint received 2021-01-11
Company: Bread Financial Holdings, Inc.
State: CT
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Complaint regarding Comenity Childrens Place credit card fees Childrens Place Credit Card Account # XXXX XXXX XXXX XXXX The above noted Childrens Place credit card account was closed on XX/XX/XXXX. The account was closed after I paid an unreasonable late fee of {$31.00}. Since the Childrens Place credit card was opened, I have paid all charges in full, as soon as possible. I do not carry over any balance and avoid late fees. Unfortunately, after I enrolled in paperless billing, I was charged late fees on two occasions. The first occasion was several months ago, which I disputed via telephone and was advised that all late fees were irreversible, which I seriously doubt. However, I received a credit to the account which I believe was in the amount of {$15.00}. I rarely used the Childrens Place credit card, and at times it was only to utilize the reward bucks. At the time of the previous late fee, I explained that I had tried multiple times to pay the credit card in full online, however, the online account would not accept a payment including several days after items were charged. When I tried to make payments in a timely manner the account would not allow me to. I requested an electronic notification when payments are due, since the account was paperless ; however, I was told that option was not available. In approximately XX/XX/XXXX, I purchased online items totaling {$35.00}. I made several attempts to pay the {$35.00} in full online over several days, however, the Comenity system kept declining to accept a payment indicating there was no balance. When I thought about it again the date was either XX/XX/XXXX or XXXX, and when I tried to make a payment the system would not accept a payment until XX/XX/XXXX. I had not charged anything since that time ; however, when I recently viewed the account I noticed a late fee in the amount of {$31.00}. I attempted to contact customer service, however, was not able to speak with a representative to dispute the charge. I never received any contacts or notices on the account, not even email notifications. I have not used the credit card, yet there was a {$31.00} late fee which I had no way of knowing about. I tried to pay the account in full today, XX/XX/XXXX, and dispute it later ; however, the system declined to accept the payment so it will not be processed until XX/XX/XXXX, undoubtedly charging me another late fee. 

The problem is that Comenity Childrens Place will not accept online payments for up to 1 2 weeks after charges are made, and they do not allow customers to setup electronic automatic payment reminders, do noy email customers regarding payment due dates or missed dates, and this is strictly a paperless account which Comenity encourages customers to utilize. It is my sincere belief that this is intentional in order for the company to continue to charge customers late fees. I elected to close the account today. I refuse to support any company that is deliberately ripping me off. I submitted a written request to Comenity today, for a full refund of the {$31.00} and no additional late or other fees. We are in a worldwide pandemic and Comenity to charging late fees to nickel and dime its customers, it feels like the scam that it is. What about all of the customers who are not able to complain or pay their bills. This is shameful.

I am requesting assistance with recovering the late fees I was charged, prevent any additional fees and require Comenity Childrens Place to notify paperless customers of payments and the due dates in advance. I closed my account today, however, other customers should be protected from this type of experience. Any assistance you can provide would be greatly appreciated.

Company response to consumer: Closed with explanation