Consumer complaint received 2024-02-21
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc. (IL)

I received a text that my account was delinquent. I logged in and saw that my account was charged a {$30.00} late fee on XX/XX/XXXX On XXXX XXXX the day I was notified of the delinquent account I paid the accout in full in the amount of {$160.00}. It appears that Commenity changed me from monthly statements to electronic statements which I did not request nor authorize. This causing me to miss my payments as I do not participate in any eStatemets with any of my accounts. I paid the account off and request the late fee be reverse. I never received an email stating that there was a response on this and did not think I needed to chase this down. I ten received another delinquent notice that my XXXX bill was late because of the {$30.00} late fee from XXXX that I requested be reversed. I also noticed there was a response from them in a secure channel stating my account does not qualify for a late fee reversal. No other explanation as it why or what my options are. I now have to pay a late fee this time in the amount of {$33.00}. All of this because THEY chose to change my billing cyto estatments. I would not have incurred these expenses if they would have not taken it upon themselves to do this without notification. I now have fees of {$63.00} that i had to pay. How many others have they done this to. And why are they hiding why my account does not qualify for a late fee reversal? My second message to them was responded to as stated below. Seriously unacceptable that the credit card companies are allowed to do this and get away with it. 

From : Comenity Bank Sent : Tuesday, XX/XX/XXXX, XXXX AM ( ET ) To : You Subject : Re : Late Fees or Finance Charges Message ID : XXXX I am with XXXX XXXX Bank, which handles your credit card account. 
I'm here to help with your account needs. 

Please accept our apologies for any inconvenience you've experienced. 

Please be informed that we charge late fees when the full minimum payment is not received by XXXX EST on your scheduled due date. 

We received your payment on XX/XX/XXXX for {$160.00} and posted it to your account that day. 

Unfortunately, your account was closed by Comenity on XX/XX/XXXX. We regret to inform you that we are unable to credit the late fee on your closed account. 

Your current balance is {$69.00}. 

Your minimum payment is {$38.00} and it is due on XX/XX/XXXX. This information is also available in Account Center and on your monthly billing statement. You can also call our automated system XXXX hours a day to hear your balance and minimum payment information. 

To help you avoid late fees, we offer several ways to make payments without paying a fee : Schedule an online payment through Account XXXX, using your XXXX. 
bank account. 
Mail a check or money order to our payment address listed on your billing statement. ( We recommend 10 days in advance to reach us by the due date ). 
Pay by phone : Call the customer service phone number on your credit card and make a no-fee payment though the automated system, or let a representative process it for you ( includes a phone payment fee ). 
Pay online using Comenity 's EasyPay site by accessing Account Center and access the XXXX Faster Without Signing In " option at the top of the screen. help you avoid late fees, we offer several ways to make payments without paying a fee Upon checking your account, I see that your account is not enrolled in paperless statements. You have canceled paperless statement on XX/XX/XXXX. 

If you have any questions, please click the reply button. 


Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX