Consumer complaint received 2021-05-25
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Billing dispute for services
Company: Bread Financial Holdings, Inc. (MI)

Complaint:
In XXXX, I recently opened up a XXXX XXXX credit card through Comenity Bank. I purchased around {$19000.00} of furniture from XXXX XXXX and received my first bill for {$6000.00} in XXXX of XXXX. The bill was due on XX/XX/XXXX and we mailed out the bill on XX/XX/XXXX for the full balance of {$6000.00}. Yesterday ( XX/XX/XXXX ) I received my second bill and the bill said I owe {$29.00} late fee and {$210.00} interest charge. I thought there must be some kind of mistake so I promptly called XXXX to discuss my bill. XXXX said that. they didn't receive my first payment until XX/XX/XXXX, which was 5 days late. I explained that we sent out the bill a week before and that should be plenty of time to receive the payment. Our bank withdrew the money on XX/XX/XXXX. We explained that it's not our fault if the post office is running behind. Since we are a new customer with great credit and spent a lot of money at XXXX XXXX, we asked if they could please refund the interest charge and late fee. They said we can refund the {$29.00} late fee but not the interest charges. They said we shouldn't have sent the payment through the mail, it's not our problem. I have never received such HORRIBLE customer service from any credit card company. It's not our fault that it's COVID and the mail is running behind. We shouldn't be penalized from using the post office. We went to support them during this difficult time. After I didn't get anywhere with the first agent at XXXX, I asked to talk to a manager. The next person, said the same thing and was very matter of fact. I asked to be transferred to highest person that was available and I wouldn't get off the line until I got a reversal on the interest rate charged. I waited on line for over an hour without being connected to next manager. I hung up the phone and called again and again got the same response. XXXX didn't say I'm sorry that we can't reverse the charge, they just basically said your out of luck. I hung up the phone and researched if their were complaints about XXXX and found thousands of complaints about the company and that they had horrible customer service. And I saw that they had numerous law suits as well. In addition, I received a robo call a few weeks ago and I could barely understand the recording. But I listened to the call again today and it seemed to be from Comenity Bank saying we call help you with your bill but I thought it was a call from a company trying to rip me off. I have never had an issue with paying my bill and felt that I was treated horribly being a brand new customer who pays their bills in full. I shouldn't be penalized for the delay from the post office. I would really like a refund for the interest charges and I really want the company how horribly they treat their customers. I will tell everyone not to get a credit card from them. I also want others to know about this terrible company. Thank you so much for you help in this matter. Also, we just paid off the next bill in full om XX/XX/XXXX so we wouldn't incur anymore interest charges.

Company response to consumer: Closed with monetary relief