Consumer complaint received 2024-09-16 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: Bread Financial Holdings, Inc.
State: NY

Complaint narrative:
This message is in regards to a letter I received from XXXX XXXX of Comenity Bank for a non valid accrued interest charged to my account. As a reminder, I know when my promotional plan ended Im very aware of all of my finances. On XX/XX/XXXX I made a full balance payment to avoid any accrued interest charges after my promo plan ended on XX/XX/XXXX. It wasnt until after XX/XX/XXXX I went to check on my account to make sure I had a XXXX balance ( as many of the complaints i see online say you guys continue to charge interest after paid in full ) and to my surprise the payment never went through. ( I immediately paid the balance off when I realized this as you can see on my account ) After further research from myself and attorney we have found proof that on the date I made my payment ( XX/XX/XXXX ) there were multiple account center outages on your end that directly effected payments from being processed on that day. In the letter I have received, comenity also admits and confirms of a major outage to the account center which is why i am confused as to why the interest is still not being waived. I have attached proof to the Consumer financial protection bureau of the account center outage. The letter from you also confirms that I logged into my account on XX/XX/XXXX. The ONLY reason I log into my account is to make payments. It seems to me that the only proof you have of me not trying to pay on that day is that you just dont believe me. After talking to my IT guys at my work place they can also confirm that during an outage there may be no proof of payment activity during an outage. {$2500.00} dollars is a large amount of money to be mishandled by you guys as a bank which is why if we cant come to some kind of agreement further action would have to be taken. As a loyal customer to XXXX XXXX for over 15 years I feel very discouraged that this is happening. A multi XXXX dollar company doesnt want to waive a {$2500.00} charge And would rather lose a customer. XXXX XXXX  is very well aware of the situation going on as well. 

I would like to also address my phone number being blocked. The customer service team that you guys have over the phones have absolutely no respect to the customer. The supervisor ( s ) who Ive talked to over the phone do not give you a chance to speak, XXXX being one of them. I was absolutely appalled by the way she spoke to me. Speaking to someone who is already upset with such disrespect and not hearing the customer out is not the way to handle these things. If you take a look at the reviews of how your customer service team speaks to people you will see this is a huge problem for your company and you would probably settle more over the phone with respectful employees. I had one representative give me a warning over the phone which scared me and my family as we dont know what that warning meant. Not long ago I had a small problem occur with a different bank they had made a mistake similar to this and I was treated with absolute respect by every employee they handled the issue with no problem and even called to follow up with me and give them a rating. This is the kind of company that keeps customers. 

To conclude this message I want to say that I truly hope you do the right thing as a bank so we can avoid further action if you care about the customer you will make things right. I know that sometimes these network outages can happen but with the appropriate actions on your end and by listening to the customer before concluding anything I believe we can turn this situation around and leave off on a good note. Thank you for taking the time read this

Company response to consumer: Closed with explanation