Consumer complaint received 2025-05-09 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: CT

Complaint narrative:
To whom it may concern, I want to file a formal complaint against Comenity bank I have been working with Comenity bank since XXXX on Fraudulent charges imposed by them, stating that my payment is late several times and me providing proof from my bank that that is incorrect. 

I opened a cc at XXXX beauty in XXXX of XXXX. I wanted to pay the entire purchase in store but they said I had to wait for the bill to come in the mail. 

I did not receive the first statement until after the first due date so upon the second month I was charged late fees and other interest charges. I contacted them about the fact that I had not received the bill timely and they did not help and said I now have a balance and late fees. I paid the entire amount in full including late fees and interest even though I knew it was not correct. I also asked to please close the account. They told me I could not until they received full payment. 

The next month I received another bill stating that the payment was late and additional late fees and interest was applied. I am in complete disbelief! 

I called again and they said they would back off only XXXX late fee but the other remained. I then paid the second round of late fees ( purchase and previous late fees I paid in full ). 

By the time XX/XX/XXXX came around, I have received XXXX additional bill showing the payment but said it was late again and addition late fees and interest were applied. 
I called again and spoke to XXXX XX/XX/XXXX and she said the only way to attest this was to show from my bank the payments were received to them on time. I went to my bank XXXX XXXX XXXX XXXX XXXX and worked with my branch XXXX to print off on XXXX & XXXX letterhead the transactions and history of which both had been confirmed by my branch XXXX that the payment did in fact arrive at Comenity bank well before the due dates. I sent and provided all back up requested by XXXX XXXX and on XXXX & XXXX letterhead ). 

I just received a confirmation that they received my letter and information and that they could not process my request via written communication. And provided a number to call. XXXX. '' I have called it XXXX times today XX/XX/XXXX. 
XXXX. XXXX am spoke with customer service and asked to please speak to a supervisor. On hold for XXXX min. then a supervisor comes on I informed her that I also would be recording this call. She immediately said that I would have to speak to a higher supervisor. She put me on hold and I then was disconnected. 
XXXX. I called back. I repeated the process. On hold again for XXXX min. I got to a supervisor, explained that I needed to record the call. I began explaining the issue of making payment within the due date and providing written confirmation from my bank. She took down my number then I was disconnected again. 
XXXX. I called back a third time. I asked for a supervisor and was connected to a recording that said office is now closed and was disconnected. 

This is unlawful. 



I am very concerned about the practices of this bank and need to have this addressed by the proper authorities. Not to mention they keep applying late fees and interest even though it has been paid in full and on time and they will not close my account. 

I appreciate your attention to this matter.

Company response to consumer: Closed with monetary relief