Consumer complaint received 2025-10-12 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Bread Financial Holdings, Inc.
State: NJ

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am submitting this formal complaint pursuant to the Consumer Financial Protection Act and related regulations, including the Truth in Lending Act ( TILA ), the Credit CARD Act of 2009, and the Fair Credit Billing Act ( FCBA ), regarding unfair, deceptive, and abusive practices by Comenity Bank ( a division of Bread Financial ) in connection with my credit card account. 

Summary of Facts and Timeline : Purchase made in XXXX, but never received any e-mail OR paper statement from Comenity at all. 
On XX/XX/XXXX, I attempted to make a payment of {$150.00} via Comenity 's website but encountered a system error preventing completion. During an XXXX phone call that day, a representative confirmed their system was down and advised that payment could not be processed. Attached screenshots of this call log because Comenity has denied any contact on this date. Proof attached. 
The following day ( XX/XX/XXXX ), and on subsequent attempts, the website displayed an error message stating " It's not you, It's us! '' confirming ongoing technical issues. Acknowledged by the representative on the phone. 
I continued monitoring the account and called again on XX/XX/XXXX. By this time, a {$30.00} late fee had been assessed due to the unprocessed payment. Screenshot attached. After lengthy conversation and a few escalations, a supervisor promised to waive the fee as a courtesy. Upon this, I paid my {$150.00} bill. 
XX/XX/XXXX - nothing had gone through and the statement remained the same : {$150.00} plus {$30.00} late fee and interest. I called again and the representative on the phone acknowledged that they waived the late fee and it would be reflected on the next statement * * Video footage attached * * After getting out of work I checked again the morning of XX/XX/XXXX - no changes made- this is now XXXX hours later. Screenshot attached. 
However, upon subsequent review, at noon on XX/XX/XXXX, my account reflected a {$46.00} feehigher than the original {$30.00}. The statement erroneously indicates a waiver on XX/XX/XXXX, a date predating my escalation call and when no waiver discussion occurred. This discrepancy suggests intentional misrepresentation. 
I contacted Comenity again on XX/XX/XXXX and XX/XX/XXXX, but received no assistance or explanation. Representatives claimed the waiver was applied in XXXX, which is factually impossible given the timeline. Call logs attached.

There were more calls made, but for some reason my phone has deleted them and I can not retrieve them, however, Comenity will have them documented. I had to use multiple phones because my phone broke in between these time periods and it made it nearly impossible to figure this out as I had to rely on others to come over and use their device.

Alleged Violations : Unfair Assessment of Late Fees ( TILA/CARD Act ) : The initial late fee resulted directly from Comenity 's system outage, which prevented timely payment. Charging fees under such circumstances may violate requirements that penalties be reasonable and proportional, especially when alternative payment options were not provided.

Deceptive Practices ( UDAP ) : Comenity 's verbal promise to waive the {$30.00} fee, followed by the imposition of a higher {$46.00} fee ( new late fee plus interest ) and a backdated waiver entry, that never existed upon calling XX/XX/XXXX, constitutes deceptive conduct that purposefully misled and caused financial harm. 
Billing Errors ( FCBA ) : The inaccurate statement and failure to resolve my disputes within required timelines violate FCBA provisions mandating investigation and correction of errors.

I am sure they have violated more than I have even mentioned, as I do not work in this industry and just have done my due diligent research.

These practices appear consistent with patterns in other consumer complaints against Comenity, including waivers and predatory fee assessments. I request the CFPB investigate this matter, compel Comenity to reverse all late fees, remove any negative credit reporting, and provide a full explanation. Enclosed are supporting documents : video footage, screenshots of website errors, call logs, and account statements.

Company response to consumer: Closed with monetary relief