Consumer complaint received 2025-07-07 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: Bread Financial Holdings, Inc.
State: MD

Complaint narrative:
On XX/XX/XXXX we purchased furniture from XXXX XXXX department store in XXXX, XXXX. At that time we entered into a XXXX month, waived interest, agreement which was sponsored by Comenity Capital Bank, XXXX XXXX XXXX XXXX XXXX XXXXXXXX. We set up automatic payments to this company ( Comenity ) through our personal bank, and have been making the required payments since the inception of the purchase. Because we are getting near what we believed was the final interest free payment, I contacted Comenity to make sure I had the correct payoff date, to make sure I wasn't charged for the accrued interest they had been adding to our account. They messaged back that we were not enrolled in the interest waiver program and would have to pay the interest, a very large sum calculated at XXXX  %. Well, it happens that I have the original receipt, which states that we were enrolled in the " 24 Month Waived Interest ; Equal Payments Special Credit Plan ''. I contacted Comenity through both their secure message portal and by phone ( XX/XX/XXXX ). I was directed to send a copy ( scanned document ) of the original receipt for them to " investigate ''. After about XXXX weeks I still had no resolution. On XX/XX/XXXX, I spoke with the salesperson through whom we purchased the furniture to see if she could help. She said she could offer no assistance with Comenity, but that I should contact them again, and if I got no resolution, to request to speak with a supervisor. I followed this advice and spoke to XXXX different agents. I was hung up on by the first when transferring me to a supervisor and the second agent successfully transferred me to a supervisor named XXXX. So I've explained this situation at least XXXX  times now both orally and via written messages. XXXX the supervisor did try to help and submitted my receipt copies, again, to another department ( late fees or finance charges ). I duplicated that submission from my computer, as well. Prior to this, XXXX told me that the customer had to address account errors within 60 days of the purchase. Well, we had no reason to believe there was an error, so we did nothing. From past experience, we believed that the accrued interest would have been credited upon fulfillment of the agreement requirements ( 24 month principal payoff ). We have not missed any payments, and believed we would have paid off the furniture within the agreed 24 month period ( probably in XX/XX/XXXX or XX/XX/XXXX ). The representatives are leading us to believe that they will not be able to credit the interest because we didn't find or notice anything was awry with our account. This is absolutely an issue with either XXXX XXXX and/or Comenity Capital Bank XXXX not us. We have the receipt to prove that. Another concern is that we were told that it could take up to 90 days to resolve. At that point we will have paid a dollar amount that exceeds the cost of the furniture and we don't want to pay them any additional amount for fear that we would not get that money back and also that it may negatively affect our credit if we don't continue to pay on the interest bearing balance. 
XXXX XXXX XXXX XXXX XXXX  After speaking with our sales person at XXXX XXXX, we were able to review our receipt from both sides. She discovered that we had XXXX Comenity credit card account numbers. XXXX ending in XXXX charged for {$4800.00} with the XXXXXXXX XXXX. waived interest. and XXXX ending in XXXX charged for {$530.00}. We never received XXXX separate statements. Instead, the total amount {$5300.00} was all placed in the account ending in XXXX. If we had received XXXX separate statements, we would have paid off the {$530.00} as to not accrue any interest and the {$4800.00} balance would have remained on the waived interest account ( XXXX ) to be paid off in XXXX equal payments. Unfortunately someone at Comenity chose to combine the XXXX accounts into the interest bearing account, without our knowledge or approval. This is more than likely why interest is accruing on our purchase ... because they put the entire balance into the nonwaived interest account.

Company response to consumer: Closed with monetary relief