Consumer complaint received 2025-01-23 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Bread Financial Holdings, Inc.
State: PA

Complaint narrative:
I am launching a formal complaint in writing to the Consumer Financial Protection Bureau against XXXX XXXX XXXX  bank regarding its billing and debt collection processes ; I am also disputing any action Comenity Capital Bank takes against my name and social security number with XXXX, XXXX, and XXXX. 

I additionally plan to post on XXXX about my complaint and dissatisfaction with XXXXXXXX XXXX XXXX  bank and will tag the CEO of Comenity Bank, and other bank officers in my post. 

My complaints with XXXX XXXX  card division date back to XX/XX/XXXX and XXXX of XXXX, when I attempted to make an online payment for the one charge I made on the XXXXXXXX XXXX XXXX XXXX  I opened ; I only opened the card with the promise that I would save 20 % on an art framing service job that the XXXX XXXX in XXXX, XXXX  did for an original piece of art I brought to them. 

The total charge for the art framing was an even {$160.00} and payment was due on the credit card on XX/XX/XXXX. I attempted to pay the charge with my checking account on XX/XX/XXXX, but XXXX XXXX  on-line system was unable to accept payments. I additionally attempted to make a payment the following date, XXXX XXXX, the balance owed due date, but the payment system was STILL down. Finally, the payment system was back up on XX/XX/XXXX, and I was told by the associate on the customer care XXXX XXXX  who I spoke with ( a " XXXX '' in XXXX ) that they would waive any late fees my account might incur ( a {$30.00} late fee ) because it was not my fault that their system was down on XX/XX/XXXX & XXXX of XXXX. XXXX also took my payment of {$160.00}. 

When I received the next credit card statement from XXXX in XXXX of XXXX, there was the glaring late charge fee of {$30.00} plus a {$2.00} minimum interest charge. I was away over the holidays, but when I returned on XXXX XXXX, XXXX I called back the customer care XXXX XXXX and spoke with XXXX then XXXX, his supervisor ( ext. XXXX ) and explained again that Id attempted to pay the balance of {$160.00} on XX/XX/XXXX & XXXX but couldnt because of an online payment system problem or glitch. I explained that Id spoken to XXXX on XX/XX/XXXX and his promise to wave the {$30.00} late fee, and I asked XXXX to check to see the notes XXXX made on my account. XXXX then confirmed with me that, yes, XXXX had made that note and apologized that Id been charged. XXXX then promised to make sure the late fee and any interest was removed from my account. 

However, that was never done and the late fee and interest charges were not removed from my account. I attempted to contact the customer care XXXX XXXX  multiple times to stop the continued charges against my account but was not successful in reaching a real person for more than a 20-minute wait time. I grew weary each attempt and finally gave up. 

Fast forward to XX/XX/XXXX of XXXX when I finally reached a customer care supervisor by the name of XXXX who told me she was located in XXXX  and provided me her ID # ( XXXX ). She was kind enough to listen to the history of what had happened with continual late fee and interest charges to my account since XXXX and apologized that none of the promises that were made to me by customer care representatives were upheld. She then told me she would personally make sure that my account was brought to a XXXX balance immediately. When I received a subsequent statement in the mail after speaking with XXXX, the statement showed that credits had been made as shed promised but only {$140.00} worth, which left a balance on the account of {$23.00}. I was incensed that once again, the account was not brought to a {$0.00} balance, as promised by yet another credit card account supervisor. 

Consequently, I am done with XXXX and its horrible system of promises to remove late fees and interest, only to be charged time and time again for fees I do not owe. This dysfunctional relationship with XXXX ' credit card division leaves me, the consumer, to believe that this is how XXXX and its credit card bank makes money, not by selling goods or services but by gouging and re-gouging the consumer with nefarious fees. Shame on Comenity Bank and on XXXX for its " customer care '' system that is anything but care for the customer.

Company response to consumer: Closed with monetary relief