Consumer complaint received 2024-07-16 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: VA

Complaint narrative:
My issue is related to the XXXX XXXX XXXX bank, Comenity I have had an in store purchase from XXXX XXXXXXXX in XXXX XXXX XXXX in XXXX XXXX 
They offered me to get the XXXX XXXXXXXX and charged the purchase to the card and I have told that i will receive the credit card in my mailbox. 

When I received the credit card in my mailbox, the payment was already past due. I made a call to the customer service and made a payment of the initial amount that I owed by providing my debit card info. I also requested to waive the past due fee since the credit card and first payment info arrived late. 

The customer service agreed on it and I was told that the late payment fee was waived. but I paid ~ {$3.00} of the processing fee. 
XXXX month later I have received another late payment notice with an increase dollar. I made a call and have been told that I have to pay the late payment fee. I provided my debit card info again and requested to close the XXXX  account. 

Again XXXX month later, I have received the notice again with an increased dollar amount of fee. I made phone call to the customer service and have been told that the previous credit card info was wrong and did not go through. I provided my bank account info XXXX more time and had the lady to repeat it for me and make the payment and confirm that the fee was paid. She confirmed and I requested to close the XXXX XXXX  account and also requested to send me a XXXX balance confirmation. I have never received the confirmation. 
XXXX month later, I have received another late payment notice with XXXX dollars late payment fee. I called the customer service and this time said they have to close my account and waive the late payment fee otherwise I would report a fraud against the XXXX credit card company. The guy closed the account. I checked XXXX days later online and there were no late payment on my online account and when I called the XXXX XXXX XXXX  number there was no recorded of late payment. 

I was sure that there is no late payment anymore and they took care of the issue. 
Last month I have received another late payment notice with the balance of {$110.00}. Checked online and there was no record on my online account. Called the credit card number and it was saying there is no payment due on my account. 
This month I have received another late payment notice with the value of {$150.00} and due date of XX/XX/24. 

I made a phone call to the XXXX company, they connected me to XXXX bank that carries the XXXX XXXX and from there I was transferred to collection department. this process took me almost an hour of my working day. After several try, I eventually got connected to the collecting department supervisor and explain the whole issue and requested to waive the late payments that are accumulating over and over. I have been told it not possible and I have to pay the fees. I said this a fraud. I have been contacting your team multiple times and provided my bank routing number, account number and debit card number couple of times. But there was no help. 

I am reaching out here to report this as a fraud and ask your help. This condition stressing me severely out each time I receive the notice and make the whole effort to fix it and it didn't work out. I feel like I have no support and they are making me to pay the unwanted late payment fee. 

When I open my XXXX online account there is no record of late payment, my payment histories, massages,... 



I hopelessly asking for CFPB to step in and resolve this issue. 

Respectfully, XXXX XXXX

Company response to consumer: Closed with monetary relief