Consumer complaint received 2024-07-24
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc. (CT)

Hello, On XX/XX/XXXX, I received a bill for my XXXX  XXXX  credit card ( Comenity Capital Bank ) in the mail that showed a large balance due and a late fee. Payment for this new invoice was due by XX/XX/XXXX, which allows a XXXX window for payment. I was confused by the balance and late charge because I had already paid my previous XXXX bill, which was not reflected in that document. 

I immediately called customer service and explained that I had paid the previous bill in full as soon as I had received it. I acted quickly because of the mere XXXX deadline for payment that is routinely provided when I receive bills from this company. Because I had paid promptly, I was surprised to have a new invoice that carried that balance and late fees. The company 's recorded service and my bank statement indicated that the previous check had indeed been received -- almost XXXX weeks after I had sent it. 

Given that I paid immediately by mail when I received the XXXX bill, and within the scant XXXX period provided, I asked the credit-card customer service representative to please waive the late fee. She declined and said she could only reimburse me for XXXX  of a XXXX late fee charge. She said the reason was that I had had a late payment XXXX  months ago. Given that there is a problem with this company 's routinely sending invoices so close to the due date and that the XXXXXXXX XXXX XXXX is apparently slow in delivering checks, I feel I am entitled to a full refund of this late fee. 

Problems with mail delivery times should not be held against customers with a long track record of shopping and paying. I have a very high credit score because I pay my bills in full and on time. I am shocked by this company 's policy that penalizes longstanding loyal customers when processing problems are due to their own billing practices and mail delivery delays. As a result of the refusal of the representative to refund the charges, I asked her to close my very longtime account and will no longer be shopping at XXXX XXXX. 

I later wrote to XXXX  directly to register my concerns and received an email in which the company apologized and said it would notify XXXX. " We're sorry you did not receive the level of service we strive for at XXXX. We assure you that your concerns will be addressed with XXXX Bank to improve future service. It is beneficial to XXXXXXXX  when our customers take the time to inform us of their experiences, both positive and otherwise. '' I have, however, since received a collection notice from Comenity Capital Bank indicating it will continue to bill me for the XXXX and will file a credit report. 

I am shocked by these unfair and harsh policies, in which the company does not make allowances for customers with a long history who make every effort to resolve issues. 

Comenity Capital Bank also services another retailer I have done business with, and I do not intend to shop with that company in the future either. I will let XXXX and that other retailer know about my dissatisfaction with their affiliated service. 

I hope you can assist by addressing this company 's policies and waiving the fee that it insists it will continue to charge me.