Consumer complaint received 2025-02-04 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: TN

Complaint narrative:
I received a statement from XXXX XXXX in the amount of {$30.00} on XX/XX/XXXX. A payment of {$30.00} was issued on check XXXX XXXXXXXX on XX/XX/XXXX. The check has not been cashed. The check was in the name of my husband however my account number was listed in the memo section. We received an additional statement in the amount of {$32.00} on XX/XX/XXXX and a payment in the amount of {$32.00} was issued to XXXX XXXX XXXX XXXXXX/XX/XXXX on check # XXXX. I began calling XXXX XXXX in XXXX because I had not made any more purchases and was confused as to why I had received the statement un the amount of {$32.00}. At that time I was advised they had not received my payment in the amount if {$30.00}. I checked with my bank and was advised the check had not been cashed. I called XXXX XXXX back and advised them the payment had been sent and asked what could be done to find the payment. I was advised they have a lost payment department and any unposted payments are sent to that department. I provided my husbands name, the check number and the amount if the check and they advised they would ask for the check to be located in the lost payment department. I called again on XX/XX/XXXX and spoke with XXXX XXXX XXXX XXXX and explained the situation to her. By this time I had been assessed 3 late fees of {$39.00} each. I asked for statements to be mailed to me beginning XXXX XXXX XXXX She also pledged to follow up with the lost payment department. After viewing the statement s I determined the only merchandise I received in the amount of {$30.00} has been paid twice. Once with the check they have not cashed and second with the payment of {$32.00}. I called back today and asked for XXXX XXXX and was advised I could not be transferred to her. I asked for a Supervisor and was transferred to XXXX. I explained the entire situation and asked fir the late fees of {$100.00} to be written off. She was extremely rude and told me one late fees had been written off but a new one had been added yesterday and they will not be removing anymore. This is completely unacceptable to me as I have been a customer for more than 8 years and have never had a late payment and they have always been able to post my husbands name checks to my account. The merchandise I purchased was in the amount of {$30.00} and they cashed the check in the amount of {$32.00}. When I called to question why my original payment had not been posted they should have seen the {$32.00} payment and written off any late fees. Also as I have called them on a monthly basis awaiting their action of looking for my payment they should have held this account instead of applying 3 different late fees as I was waiting on them. I advised XXXX today when she was completely rude and unprofessional that I would be contacting CFPB for their assistance. At this point I do not believe that they have ever looked for my lost payment and prefer to continue to add late fees. Please help. Thank you so much.

Company response to consumer: Closed with monetary relief