Consumer complaint received 2024-10-28 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: AZ

Complaint narrative:
Comenity Bank Will charge you fees after closing the account without notifying you and will allow the amount to collect interest and go to collections. 
Please beware of signing up for ANY credit card with them. 
I have never dealt with so many issues as I have with comenity bank and closing my lines of credit. The first time it happened I had closed a card with this bank and a month later was sent to collections on the account I closed because of an interest fee on a credit card I have not used in months. No purchases had been made to acquire any interest and I closed the account successfully with a zeroed out balance. Or so I was told. Turns out the agent handling my payment did not inform me of any interest I would be paying when I paid the account out. I had to call and speak to XXXX different representatives, to get the issue cleared. This was the first time. 
The second time happened the exact same way. And with the exact same scenario. 
Interest fees on a closed unused credit card with a zeroed out balance. Four-five agents later, I have gotten a solution and the fees waived. Because it was not my burden. 
The THIRD, yes THIRD time I have attempted closing a credit card with Comenity, has proven to be the most frustrating and demeaning experience Ive ever dealt with. I called to close my comenity backed bank card with a very low line of credit on XX/XX/XXXX, and paid the total remaining amount of XXXX $ and change, when I called and paid the remaining balance that I was told by the representative, there was absolutely no mention of any fees being incurred, either late fees or interest fees. I was told the amount I paid was the proper amount to close the credit card. Well, I guess I was wrong because here we are a month later and Im being told there was a late fee because I paid it the day after the due date. I was not told this when I paid the amount down to close it, otherwise I would have paid it as well. Who pays a credit card to close it and does not pay the late fee? One would think that the individual attempting to close the account would pay the ENTIRE amount including all fees at the point of payment and closing down the credit card. That was my intention when I called to make a final payment and close the account.

Better yet, the late fee has now gone to collections and is DOUBLE what the late fee was, and Im just now receiving word the account is even in collections. A month and a half later.

So I call yet again, two separate times, to be told the first time theres nothing that can be done. Upon receiving word the account was now in default because of the unknown late fee charge, I call the second time and speak to two representatives, one transferred me to a XXXX who was my supervising case manager he was absolutely condescending and interrupted everything I had to say, wouldnt let me speak and was hostile. I asked for his department manager, and was told he was the manager. I asked for a last name and was told that information couldnt be released. I asked to speak to another representative and he refused to transfer me, only to be hung up on.

I called back immediately and was addressed politely and handled respectfully. By two COMPLETELY different agents.

Again, to be told there was nothing they could do about the non discussed late fee, but I pushed it harder because I want to see a resolution to this, after more persistence and expression over my unhappiness over having to pay for someone elses mistake, I was told they are going to pull the first initial call, review it, and essentially see if I am telling the truth. That was the best they could do The bank is a scam. And will do everything in their power to keep you on the hook for hidden fees.

One of the worst credit card companies Ive ever had the displeasure of dealing with.

Company response to consumer: Closed with monetary relief