Consumer complaint received 2024-12-24 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: NC

Complaint narrative:
Following is the letter sent to Comenity - XXXX XXXX XXXX XXXX XXXX, Ohio XXXX I am requesting a resolution to a dispute that has been open for several months. 
I am being charged late fees and interest for a purchase that was returned before payment was due. 
I called to alert XXXX and Comenity about the return and sent all supporting documentation. 

The original purchase was for an XXXX XXXX XXXX drawer dresser XXXX for {$3500.00}. 
XXXX XXXX attempted delivery on XX/XX/XXXX, however the dresser was damaged on inspection and delivery was refused. I called XXXX on XX/XX/XXXX and spoke to XXXX to insure there was a record of the refused delivery and to get a replacement dresser. I was advised that no payment was due until the new dresser was delivered. 

The replacement dresser arrived on XXXX XXXX. I contacted XXXX and advised them that the dresser was the wrong color and it had a damaged drawer. I sent all supporting pictures of the damage and I was contacted by XXXX  and I was given three options Keep dresser at a discount Return the dresser Get a replacement I opted for the replacement. XXXX advised me that the damaged dresser would be returned when they delivered the new dresser. I followed up to find out when the replacement was scheduled to deliver and was told that XXXX could not issue a new delivery until the original dresser return was cleared by Comenity.

I contacted Comenity on XX/XX/XXXX and spoke to XXXX XXXX to registered a dispute for the charges and was told they had 90 days to resolve the dispute. Again, I was told there would be no late charges or interest during the dispute. 

At this point I opted to cancel the replacement dresser because I did not want to wait 90 days for a resolution to get the replacement dresser. I called XXXX on XX/XX/XXXX and had the damaged dresser returned to insure there was no dresser in my possession when the payment was due, which was XXXX. I sent Comenity the return bill of lading proving my return. The dresser was returned on XX/XX/XXXX, the billl was due XX/XX/XXXX, therefore, I should not have any late charges or interest on a dresser I no longer had. 

I called Comenity on XX/XX/XXXX for a status on my dispute and spoke to XXXXXXXX XXXX XXXXXXXX who conformed that the return XXXX was on file but that Comenity was still working on the dispute. I again confirmed that no interest or late fees were due during the dispute. 
I called again on XX/XX/XXXX and spoke to XXXX # XXXX and was advised that the charges for the furniture return were removed but there were late fees and interest pending. XXXX advised me she would contact the dispute team to get it resolved. 


On XX/XX/XXXX I received a bill showing the interest and the late fees in the amount of {$170.00}.

I called Comenity on XX/XX/XXXX and spoke to XXXX # XXXX who advised me there was nothing that could be done about the late fees and interest. I requested an explanation of the interest and the late fees. XXXX advised me that he could not provide and explanation. I requested to have the account closed. 

On XXXX, I called Comenity again to verify my account was closed and I advised that I was going to file a complaint with the Consumer Financial Protection Bureau. 
I reviewed my dispute with XXXX, agent # XXXX who reviewed my account with me and outlined how the interest and late fees that were outstanding got applied. 
In XXXX interest of XXXX was assessed In XXXX interest of XXXX and late fee of XXXX were added Total XXXX XXXX advised me that since I was in dispute the fees should not have been applied and I was eligible for a credit to bring my balance to XXXX. 
XXXX advised me that I would see a XXXX balance in the next billing cycle. 
To date I have not received any written explanation of charges or resolution of late and interest fees which I was advised would not be charged while in dispute.

Company response to consumer: Closed with monetary relief