Consumer complaint received 2025-07-15 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: Bread Financial Holdings, Inc.
State: IL

Complaint narrative:
Shady Connection Between XXXXXXXX XXXX XXXXXXXX : In XXXX of XXXX I purchased a plan with XXXX XXXX. Immediately there were errors with the plan, including it being listed twice in their system. I made multiple calls and emails over the next XXXX years regarding believing I was mischarged, and asking for the paperwork listing the exact details I purchased ( what areas, costs, etc ). When I would call XXXX they would refer me to XXXXXXXX XXXX XXXXXXXX would refer me to XXXX. ( I have followed up with them separately- but think they are working together ). 

Incorrect Payoff Date Given in a Call : In the fall of XXXX, I called XXXX for an exact payoff amount/schedule to ensure I paid within the promotional period. The XXXX rep told me XXXX of XXXX, which I entered into my calendar. I had to call because over the years I had CONSIDERABLE amount of trouble logging into my account. It would tell me the password was incorrect every time, even if I had it saved/written down. The " remember me '' feature never worked. 

I had automatic payments set up, and every time I tried to log on it would give me error messages. It told me that I needed my account number, but I couldn't get my account number because I had only received the XXXX paper at the very start with my card ( that I couldn't find in my home ). When I called they said they would have to re-issue a new card instead of just helping me log into the account. They would tell me they couldn't give me information over the call ( such as my account number or username ). 

Discovered Interest Accrual : I called to pay off the final balance on XX/XX/XXXX ( thinking I was paying it off XXXX months early ), only to receive a shock that on XX/XX/XXXX I was charged {$1700.00} interest charge. ( I was paying {$130.00} per month, well above the minimum due, but the charge was because I hadn't paid it off in full ). I was charged a total of {$1700.00} interest on something I charged for around {$3500.00}. 

The person I spoke with assured me that it would be resolved ( after a lot of back and forth ) once disputed. At first he told me not to pay off the original amount owed- but I refused and insisted that it be paid. My payment was taken, but the numbers were switched ( their error - confirmed after XXXX calls on my part ), so the payment was denied and I was given a fee ( which after multiple calls they listed to that call and realized it was their error and returned the fee ). 

I later was told by another person ( when I called to check on it all ), that the dispute would for sure be denied, and that I would also get charged the interest on the amount still owed ( so thank goodness I at least paid the original amount - and called - and paid what was owed otherwise I would have had EVEN MORE charges ). 

I had multiple calls where they were no help at all, kept hanging up on me, said they would review the call and don't. XXXX person told me " no one has the training to look into my concerns. '' Online it only lists statements starting in XXXX of XXXX, and you have to have acrobat reader to view them ( or call them to have it read to you ), so I can not review all of my statements from the start. 

They keep saying that it is because it wasn't during the promotional period I had to pay the full interest, but they make it nearly impossible to access your information. They told me in an online message the " plan expiration date '' was different then the " promotional rate, '' but did not address the fact that when I called in the fall of XXXX, the person told me I would be paid in full in XX/XX/XXXX with my {$130.00} payments. I put it in my calendar the week before the due date to call and make sure the final payment matched the amount due. 

Even in their messages, they say the " promotional date '' is on the XXXX page of the bill. 

I have taken several promotional loans over the past XXXX and I have NEVER had this problem. I always paid them off within the time period. The information was always clear, and the people I dealt with were transparent and reliable with information. I believe XXXX intentionally give you the run around, hangs up, give you the incorrect information, etc. to con people into paying outrageous fees. Even as I was trying to pay it all off, they were trying to convince me otherwise so that they could get even more money from me. 

They should not be allowed to be a loan provider. 

I am requesting that some, if not all of those interest fees be returned to me ( I have already paid in full to avoid additional charges ). I understand that the information was in my account, but I was relying on incorrect information given BY THEM on the phone ( since I could not get onto my account ) and I feel they intentionally make it difficult to access both your account and the information. They have a " promotional period '' and a " plan period, '' and intentionally use that language and small print to trick people. 

They are predatory, and rely on people not having the time or resources to follow up.

Company response to consumer: Closed with explanation