Consumer complaint received 2025-01-09 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: NJ

Complaint narrative:
I am writing to formally file a complaint regarding a series of unresolved issues that have caused me significant financial inconvenience and frustration. Below, I detail the timeline of events. 

XXXX. Initial Contact and Misinformation on XX/XX/XXXX, at XXXX XXXX, I contacted the XXXX XXXX Center to inquire about interest charges. Specifically, I asked whether interest would be applied to the entire balance or only to the remaining balance if I made a large partial payment. The representative assured me that interest would be charged only on the remaining balance. Relying on this information, I made XXXX payments of {$1000.00} each on XX/XX/XXXX, and XX/XX/XXXX, exceeding the minimum payment of {$100.00}. 

XXXX. Discovery of Unexpected Charges on XX/XX/XXXX, while reviewing my account online, I discovered a charge of {$6100.00}. At XXXX XXXX, I contacted XXXX XXXX, explained my XX/XX/XXXX conversation, and requested to speak with a supervisor. The supervisor advised me to file a dispute, which I promptly did. I was informed that the investigation would include reviewing the recorded conversation from XX/XX/XXXX, and that I would receive a decision letter by mail. To mitigate further charges, I immediately paid the total outstanding balance, excluding the disputed amount. 

XXXX. Lack of Communication and Missing Decision Letter on XX/XX/XXXX, at XXXX XXXX, my husband, XXXX XXXX XXXX, and I contacted XXXX XXXX to follow up on the dispute. We were informed that a decision letter had been mailed on XX/XX/XXXX. The representative read the letter aloud, but there was no reference to the recorded XX/XX/XXXX conversation. Despite requesting it, we never received the decision letter by mail. 

XXXX. Authorization Issues and Address for Written Disputes On XX/XX/XXXX, from XXXX XXXX  to XXXX XXXX, my husband spoke with XXXX, a XXXX XXXX representative, regarding written dispute procedures. Although I had previously authorized my husband to act on my behalf due to my health condition, I was asked to reauthorize him during the call. XXXX provided the address for submitting a written dispute. 

XXXX. Refusal to Provide Recorded Conversation On XX/XX/XXXX, on a phone call generated by Comenity Bank 's representative, " XXXX '' or " XXXX, '' she told me a subpoena was required to obtain the recording, which my attorney fulfilled. The returned subpoena hinders resolution and raises concerns about your practices. 

XXXX. Subpoena and Legal Representation On XX/XX/XXXX, after multiple unsuccessful attempts to resolve the dispute, I retained the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, located at XXXX XXXX XXXX XXXX - XXXX XXXX, XXXX XXXX, NY XXXX. A subpoena for the XX/XX/XXXX recording was mailed to their Comenity Bank official address. 

On XX/XX/XXXX, I was informed by my attorney that the subpoena was returned to my lawyer without explanation. 

XXXX. Ongoing Attempts to Obtain Legal Department Information. 
On XX/XX/XXXX, for me to resent the Subpoena, via XXXX XXXX on their website, I requested to have the Comenity Bank 's legal department or registered agent. Despite multiple attempts, on XX/XX/XXXX, this was their answer : Please accept our apologies for any inconvenience you've experienced. We are sorry to inform, this concern is out of our scope. 

On XX/XX/XXXX, I submitted an inquiry via their websites message center seeking AGAIN the correct contact information for your legal department. To date, I have been unable to obtain this information, hindering my ability to proceed. 

This matter has caused undue stress and financial impact due to reliance on incorrect information provided by their representatives.

Company response to consumer: Closed with monetary relief