Consumer complaint received 2024-11-16 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc.
State: CA

Complaint narrative:
XX/XX/XXXX : Made final payment of {$170.00} through the web portal, with bank account number and routing number for XXXX XXXX, as I have done for a year. 
XX/XX/XXXX : I get notified my payment is past due..??.. Comenity agreed to remove the late fee if I paid them with a Debit Card. I agree, I have the money, I give them my card number but my security code is odd, I even questioned the card with XXXX XXXX  when I received it in the mail, XXXX. 
Comenity 's system won't recognize that security code & won't accept credit card payment. Their system claims XXXX XXXX  has a freeze/block on my account. I call XXXX XXXX  and ask for verification. XXXX can see Comenity is asking for the money but they aren't finalizing the transfer, I have no blocks on my account and I have the funds. I ask if I can send a check,
Comenity agrees and approves my request for no late fees. They inform me of a pending amount of money that hasn't processed yet but couldn't tell me what it was for or give me a direct amount. I tell Comenity I need the card account closed so I never have to deal with this again. 
I go on the XXXX XXXX app and send off the check for {$170.00}. 
XX/XX/XXXX : Comenity processed the check. I went on Comenity web portal and my account was " not found '', I was not able to sign in and assumed I was done with the company. 
XX/XX/XXXX : Comenity calls and said I owe XXXX??.. OK maybe there was a system error when I tried to check through the portal. I ask what the purchase was, they don't have record. I assume it was the from the last call. I just agree to pay using my XXXX XXXX  account number and routing number. There's no notice of freez/ block on this attempt. I asked to verify my account with them was closed, Comenity said I can " close the account when it's paid in full '' ..??.. Comenity claimed I now owed {$140.00}.

I lost it a little. Longer story short,
Comenity claimed they would " remove the late fees '' and that meant I owed {$100.00} but since there was the {$44.00} I just paid {$58.00} would cover that. I'm furious because they can't tell me a breakdown of the charges, but to get rid of this issue ( mind you I have fantastic credit XXXX, I always pay ) I agree to pay. 
I call my bank immediately and explain and verify the status of my XXXX XXXX  account, everything is good. 
XX/XX/XXXX, XXXX, XXXX : I am constantly calling Comenity asking for an update, it's still not processed out of my XXXX XXXX  yet. 
XX/XX/XXXX : Comenity claims I owe {$140.00} again since the payment was returned. 
I am still furious, I have to BEGG Comenity to allow me to send a check again for the agreed amount of {$100.00} and it would be 9 days till it reached them. Comenity representative said " you would be charged a late fee and they have helped me with too many late fee charges already. If you would just pay your bills you wouldn't be in this mess. " I fell to the floor in shock, I pleaded with her and she hung up on me.

I called Comenity back and was hung up on 3 more times when I requested a supervisor. Finally on the 4th try, I pleaded and begged crying until I finally got an an " OK, {$100.00} plus a {$2.00} fee, {$100.00} and we're done. '' Immediately went on XXXX XXXX  app and sent the check.

Now I wait... In baffled anger.

Company response to consumer: Closed with monetary relief