Consumer complaint received 2025-08-03 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: Bread Financial Holdings, Inc.
State: WI

Complaint narrative:
XXXX XXXX Credit Card XXXX c/o Comenity Bank XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Re : Follow-Up on Complaint ( Purchase XX/XX/XXXX ; XXXXMonth Deferred Interest exp. XX/XX/XXXX ) To Whom It May Concern, Thank you for your reply to my complaint. Your response restates standard policy but does not address the core customer-service failures that prevented me from paying on time : ( XXXX ) your incorrect email address on file blocked online access and XXXX for the entire promotional period ; ( XXXX ) repeated barriers to payment despite my good-faith attempts ; and ( XXXX ) misleading payment scheduling by phone agents that led me into a cycle of collections without my knowledge. 

What remains unresolved Access failure caused by your data error. Comenity later confirmed my email address was wrong in your system. As a result, I could not log in, reset my credentials, or use XXXX, and I did not receive regular e-communications or final promo reminders. 
Phone arrangements created confusion. Agents scheduled payments after past-due calls and said they would call back to set up more, which reasonably led me to believe automatic payments were in place. Your letter simply says the account was not enrolled in AutoPay, without addressing the representations I received. 
Timeline and charges. 
o XX/XX/XXXX : {$5100.00} purchase on XXXXmonth deferred interest ( exp. XX/XX/XXXX ). 
o XX/XX/XXXX : Paper bill for {$1300.00} arrives ; XXXX still inaccessible. 
o XX/XX/XXXX : I called and learned {$2100.00} in interest/fees had been added ; after XXXXXXXX XXXX of transfers, a Comenity agent found the wrong email. I paid the {$1300.00} and closed the account that day. 

Your response cites statements and legal reporting duties but does not address how your incorrect customer data and agent communications impeded my ability to manage and retire the promotional balance. 

Requested resolution XXXX. Reverse the {$2100.00} in accrued/assessed interest and related fees that resulted from your access error and misleading scheduling communications. 
XXXX Credit reporting correction : Remove any delinquencies tied to this dispute and update tradelines to paid as agreed/ closed at consumers request. Provide written confirmation. 
XXXX. Confirm in writing a {$0.00} balance and that the account remains closed. 
XXXX. Process improvements : Confirm that ( a ) contact data are verified during payment calls, and ( b ) agents clearly distinguish XXXX-time scheduled payments from AutoPay. 

Please provide an individualized written response to these points within XXXX business days. If unresolved, I will escalate to the Consumer Financial Protection Bureau and my state regulator. I acted in good faith, attempted to pay repeatedly, and relied on your representatives guidance ; a goodwill adjustment is warranted. 
________________________________________ For Reference A ) Original Complaint Letter ( sent XX/XX/XXXX ) Re : Credit Card Account Ending in ____ I am writing to lodge a formal complaint and to request immediate remediation of finance charges that have accumulated on my XXXX XXXX credit card account because your records carried an incorrect email address. 
What Happened : XXXX. Missing statements & blocked online access due to the wrong email on file ; XXXX and login attempts failed. 
XXXX. Manual phone payments arranged after past-due calls ; I was led to believe payments would be scheduled automatically, with follow-up calls for additional scheduling. 
XXXX. XX/XX/XXXX : Paper statement for {$1300.00} received ; XXXX still inaccessible. 
XXXX. XX/XX/XXXX : I called and learned {$2100.00} had been added ; after extensive transfers, Comenity identified the incorrect email. 
XXXX. Account paid & closed : I paid {$1300.00} immediately and closed the account. 
Requested Remedies : Reverse the {$2100.00} ; confirm {$0.00} balance and closure ; ensure no negative credit reporting. 
Enclosures : Payment proof ; call logs ; notes of failed XXXX/login attempts. 

B ) Company Response ( received thereafter ) The XX/XX/XXXX, purchase for {$5100.00} was placed on an XXXX Month Deferred Interest promotional plan with an expiration date of XX/XX/XXXX. Under the terms of this promotional plan, interest on the purchase accrues monthly from the purchase date, but is not applied to the account until the plan expires. To keep this deferred interest from being applied to the account, the entire promotional plan balance must be paid by the promotional plans expiration date. Because the promotional plan purchase was not paid in full by this date, we applied the accrued interest to the account. The details of the promotional plan, including the expiration date, were present on each monthly billing statement. We have not received any notifications of undeliverable or returned mail on the account. We verified we're reporting the account correctly to the credit reporting agencies. We're required by law to report factual information. The account terms are explained in the Credit Card Agreement. When payments aren't received, are made for less than the minimum required, or are received after the due date cutoff time, we'll assess a late fee to the account. Additionally, the account will become past due, and may be reported to the credit reporting agencies. The account is not enrolled in AutoPay. Our written response includes information on all the available payment options for the account. The account was closed on XX/XX/XXXX, as requested.

Company response to consumer: Closed with explanation