Consumer complaint received 2023-04-26
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc. (NC)

I pay my Sony Visa card every month in full, and on time. On XX/XX/2023 I submitted to my online bill pay to make a payment to be made in the amount of {$3400.00} for my XXXX payment that was due XX/XX/2023. My bank did as asked and made a payment to Comenity Bank-Sony to be delivered by XX/XX/2023. My bank gave me the check number and confirmation number. 

I checked my cc account online on XX/XX/XXXX to see if the payment had been applied but it wasnt so I called on XX/XX/XXXX to speak to someone at the cc company. I expressed my concern that they had not posted my payment when it should have been received by XX/XX/XXXX. The employee there said maybe give it a couple more days but that she would file a dispute. XX/XX/XXXX they texted saying my payment was due. 

I continued checking my account online and even messaged them thru the online account portal XX/XX/XXXX expressing my concern yet again. They answered XX/XX/XXXX saying they were looking into it. 

XX/XX/XXXX, I called my personal bank and asked them to stop payment on the {$3400.00} check made to Comenity Bank because I assumed after more than three weeks, the check had to be lost. My next step was calling Comenity Bank and telling them I stopped payment on the check. XXXX ( their employee ) took my information and I paid over the telephone both the {$3400.00} that was lost, as well as the additional charges that I had incurred for the following months billing, for a total of {$4600.00}. 

At that point I asked XXXX ( their employee ) to please issue me back the credit for what they charged me, {$30.00} late fee and {$63.00} finanace charges for a total of {$93.00}. He told me no and we had the discussion that I followed thru on what I was supposed to do to get them their payment on time and continued checking in with them throughout this process. 

Today, XXXX, XXXX, I signed into my Comenity Bank Sony card account and saw that they did credit {$4600.00} that I paid over the phone on XX/XX/XXXX and also on XX/XX/XXXX they also deposited the check that they said they never got for {$3400.00}. I immediately called them! 

XXXX, the cc representative that I spoke with this morning said she would check into it. I told her I wanted what they charged me in fees back ( {$93.00} ) and she said all she could give me was a {$10.00} credit which was a slap in the face to mea total insult! 

I told her I had put a stop payment on the check that had strangely and suddenly appeared after they had me pay it a second time. Im hoping that check will not clear for them! She said she would write this all up and file a complaint/dispute. I asked her for a copy of it and she said not it was their confidential notes. So I am appealing to you, Consumer Finance! 

Not to this degree, but there have been other months that this particular bank has not posted my payment checks in a timely manner. Ive spent hours on the phone with them over the last few months asking, did they receive my payment? As I know my bank has issued very timely checks to them. PLEASE PLEASE PLEASE HELP! 

I want the {$93.00} credited back to me as I find it hard to believe that THE day I pay them over the phone, they suddenly find a heck that was mailed to them well over three weeks prior.